From torsten.brumm at googlemail.com  Thu Apr  1 04:55:34 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Thu, 1 Apr 2010 10:55:34 +0200
Subject: [rt-users] Hide standard fields from some users?
In-Reply-To: <4BB3B7AD.9030607@kickflop.net>
References: <4BB3B7AD.9030607@kickflop.net>
Message-ID: <w2ubdbd084b1004010155ne619b585sd49abd585108b14f@mail.gmail.com>

If you like to a clean version try something like this:

1. MyTineRightsAddOn.pm
---------------------------------------------
package RT::Extension::MyTinyRightsAddOn;

our $VERSION = '0.01';

use warnings;
use strict;

use RT::System;
my %rights = (
    ViewSomeMenuItems => 'View some Menu Items', #loc_pair
);
$RT::System::RIGHTS = { %$RT::System::RIGHTS, %rights };
%RT::ACE::LOWERCASERIGHTNAMES = ( %RT::ACE::LOWERCASERIGHTNAMES,
                                      map { lc($_) => $_ } keys %rights);

1;
------------------------------------------------------------


Inside the module you like to check do something like this:

% if ( $Ticket->CurrentUserHasRight('ViewSomeMenuItems') ) {

% }

Example: from EditBasics (share/html/Ticket/Elements/EditBasics)

moved to local/html/Ticket/Elements/EditBasics or better create a
"real" RT Modul with this..

<table>
  <tr>
      <td class="label"><&|/l&>Subject</&>:</td>
      <td class="value"><input name="Subject"
value="<%$TicketObj->Subject|h%>" size="50" /></td>
    </tr>

% if ( $Ticket->CurrentUserHasRight('ViewSomeMenuItems') ) {
  <tr>
      <td class="label"><&|/l&>Status</&>:</td>
      <td class="value"><%$SelectStatus|n%></td>
    </tr>
}

  <tr>
      <td class="label"><&|/l&>Queue</&>:</td>
      <td class="value"><%$SelectQueue|n%></td>
    </tr>
  <tr>
    <td class="label"><&|/l&>Owner</&>:</td>
      <td class="value"><& /Elements/SelectOwner,
          Name         => 'Owner',
          QueueObj     => $TicketObj->QueueObj,
          TicketObj    => $TicketObj,
          Default      => $TicketObj->OwnerObj->Id,
          DefaultValue => 0,
      &></td>
  </tr>

  <tr>
      <td class="label"><&|/l&>Time Estimated</&>:</td>
      <td class="value">
        <& /Elements/EditTimeValue,
            Name => 'TimeEstimated',
            Default => $TicketObj->TimeEstimated,
        &>
      </td>
    </tr>
  <tr>
    <td class="label"><&|/l&>Time Worked</&>:</td>
    <td class="value">
        <& /Elements/EditTimeValue,
            Name => 'TimeWorked',
            Default => $TicketObj->TimeWorked,
        &>
    </td>
  </tr>
  <tr>
    <td class="label"><&|/l&>Time Left</&>:</td>
    <td class="value">
        <& /Elements/EditTimeValue,
            Name => 'TimeLeft',
            Default => $TicketObj->TimeLeft,
        &>
      </td>
    </tr>

  <tr>
      <td class="label"><&|/l&>Priority</&>:</td>
      <td class="value"><& /Elements/SelectPriority,
          Default => $TicketObj->Priority,
      &></td>
    </tr>

  <tr>
      <td class="label"><&|/l&>Final Priority</&>:</td>
      <td class="value"><& /Elements/SelectPriority,
          Name => "FinalPriority",
          Default => $TicketObj->FinalPriority,
      &></td>
    </tr>



% $m->callback( CallbackName => 'EndOfList', TicketObj => $TicketObj, %ARGS );
</table>

<%INIT>
#It's hard to do this inline, so we'll preload the html of the
selectstatus in here.
my $SelectStatus = $m->scomp("/Elements/SelectStatus", Name =>
'Status', DefaultLabel => loc("[_1]
(Unchanged)",loc($TicketObj->Status)));
my $SelectQueue = $m->scomp("/Elements/SelectQueue", Name => 'Queue',
Default =>$TicketObj->QueueObj->Id, ShowNullOption => 0);

</%INIT>
<%ARGS>

$TicketObj => undef
</%ARGS>

another, less complex but performance suboptimal version you can find
on the wiki: http://wiki.bestpractical.com/view/GroupMembershipCheck

Let's assume again you like to change the EditBasics file:

% my $GroupObj = RT::Group->new( $session{ 'CurrentUser' } );
% my $PrincipalObj = RT::Principal->new( $session{ 'CurrentUser' } );
% $PrincipalObj->Load( $session{ 'CurrentUser' }->id );
% $GroupObj->LoadUserDefinedGroup(
'NameOfTheGroupYouLikeToGrantAccessToTheMenuItem' );
% my $HasMember = $GroupObj->HasMemberRecursively( $PrincipalObj );


<table>
  <tr>
      <td class="label"><&|/l&>Subject</&>:</td>
      <td class="value"><input name="Subject"
value="<%$TicketObj->Subject|h%>" size="50" /></td>
    </tr>

% if ( $HasMember ) {
  <tr>
      <td class="label"><&|/l&>Status</&>:</td>
      <td class="value"><%$SelectStatus|n%></td>
    </tr>
}

  <tr>
      <td class="label"><&|/l&>Queue</&>:</td>
      <td class="value"><%$SelectQueue|n%></td>
    </tr>
  <tr>
    <td class="label"><&|/l&>Owner</&>:</td>
      <td class="value"><& /Elements/SelectOwner,
          Name         => 'Owner',
          QueueObj     => $TicketObj->QueueObj,
          TicketObj    => $TicketObj,
          Default      => $TicketObj->OwnerObj->Id,
          DefaultValue => 0,
      &></td>
  </tr>

  <tr>
      <td class="label"><&|/l&>Time Estimated</&>:</td>
      <td class="value">
        <& /Elements/EditTimeValue,
            Name => 'TimeEstimated',
            Default => $TicketObj->TimeEstimated,
        &>
      </td>
    </tr>
  <tr>
    <td class="label"><&|/l&>Time Worked</&>:</td>
    <td class="value">
        <& /Elements/EditTimeValue,
            Name => 'TimeWorked',
            Default => $TicketObj->TimeWorked,
        &>
    </td>
  </tr>
  <tr>
    <td class="label"><&|/l&>Time Left</&>:</td>
    <td class="value">
        <& /Elements/EditTimeValue,
            Name => 'TimeLeft',
            Default => $TicketObj->TimeLeft,
        &>
      </td>
    </tr>

  <tr>
      <td class="label"><&|/l&>Priority</&>:</td>
      <td class="value"><& /Elements/SelectPriority,
          Default => $TicketObj->Priority,
      &></td>
    </tr>

  <tr>
      <td class="label"><&|/l&>Final Priority</&>:</td>
      <td class="value"><& /Elements/SelectPriority,
          Name => "FinalPriority",
          Default => $TicketObj->FinalPriority,
      &></td>
    </tr>



% $m->callback( CallbackName => 'EndOfList', TicketObj => $TicketObj, %ARGS );
</table>

<%INIT>
#It's hard to do this inline, so we'll preload the html of the
selectstatus in here.
my $SelectStatus = $m->scomp("/Elements/SelectStatus", Name =>
'Status', DefaultLabel => loc("[_1]
(Unchanged)",loc($TicketObj->Status)));
my $SelectQueue = $m->scomp("/Elements/SelectQueue", Name => 'Queue',
Default =>$TicketObj->QueueObj->Id, ShowNullOption => 0);

</%INIT>
<%ARGS>

$TicketObj => undef
</%ARGS>

2010/3/31 Jeff Blaine <jblaine at kickflop.net>:
> We have a need to hide (ideally) certain standard RT fields
> from privileged users.
>
> I don't see that this is possible with the standard rights
> controls.
>
> Is that accurate?
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de


From robert.grasso+nv at cedrat.com  Thu Apr  1 05:47:26 2010
From: robert.grasso+nv at cedrat.com (Robert Grasso)
Date: Thu, 1 Apr 2010 11:47:26 +0200
Subject: [rt-users] RT 3.8.7 : text/plain attachements not sent
In-Reply-To: <g2we9f825501003311246q28565000meb373dfd9e3a582a@mail.gmail.com>
References: <AcrQ9AeDQ0U8DppyTKC1lbc9aDLD+Q==>
	<!&!AAAAAAAAAAAYAAAAAAAAADrjjEUbItYRuZsAgMh6ZTLCgAAAEAAAANsojgwTb5ZNt2CgvC+c4+YBAAAAAA==@cedrat.com>
	<g2we9f825501003311246q28565000meb373dfd9e3a582a@mail.gmail.com>
Message-ID: <!&!AAAAAAAAAAAYAAAAAAAAADrjjEUbItYRuZsAgMh6ZTLCgAAAEAAAAI71FQjgez5JqNn7owFZyFgBAAAAAA==@cedrat.com>

Kenneth,

Thanks for trying. I apologize for not having been accurate enough. I will try to improve my accuracy, without writing a too long
post ;-)

I actually had already tweaked the option you mention : "$SuppressInlineTextFiles" without success.

Here is the story :

I put RT 3.8.7 in production some weeks ago. So far so good. In our templates (Correspondence etc), I had enabled long ago :

RT-Attach-Message: yes

so that our people could send attachments. And attachements were flowing away from RT 3.8.7. So far so good. 

Then some days ago, I have been reported that one of our customers did not receive one specific attachment ! Hell ! What kind of
quirk was this ?

I performed several tests with Firefox, from Win$, Ubuntu, MSIE from Win$ : all my attachments were sent to the recipient ? I was
amazed.

So yesterday I decided I had to make more thorough tests, and find it out : because I was not confident in our general attachment
sending, until I would not have solved this mystery !

Posting from the PC of the user who reported the failure, even if I connected into my RT account, attaching the file which
originally failed to be sent by the user, it failed as well ! But it did not fail from MY PC !! Amazing !

So I went deeper into the MIME topic which I did not know well so far. Browsing the failed tickets, it looked like troubles were
happening about text/plain attachments. I spent time browsing the Gossamer threads. I discovered the hard job the browsers do at
guessing the MIME types of the files we use to download/upload.

I discovered in the registry (under HKEY_CLASSES_ROOT on XP) the MIME 'table' used by MSIE (our users mainly use MSIE :-( ), and
then ran the killer test from MSIE : 

- I renamed a test text file with several extensions, which were each assigned the 'text/plain' MIME type in the registry (registry
tag : "Content Type") : .odh, .py, .txt, attached them, and posted them to a test recipient : and EACH TIME, the recipient DID NOT
receive the attached file ! Whereas the attached file appeared as a normal attachment in the RT Web UI.

So this is my diagnostic : with RT 3.8.7, when the MIME type assigned to the attachement by the browser (as an uploaded file) is
'text/plain', RT registers it correctly in the DB, but fails to actually send it.

Well, I have been at bit long, hopefully I have been clear enough ?

Regards

---
Robert GRASSO ? System engineer

CEDRAT S.A.
15 Chemin de Malacher - Inovall?e - 38246 MEYLAN cedex - FRANCE 
Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30
mailto:robert.grasso at cedrat.com - http://www.cedrat.com  

> -----Message d'origine-----
> De : Kenneth Crocker [mailto:kfcrocker at lbl.gov] 
> Envoy? : 31 mars 2010 21:47
> ? : Robert Grasso
> Objet : Re: [rt-users] RT 3.8.7 : text/plain attachements not sent
> 
> Robert,
> 
> I'm not sure this is the answer ( I may not have understood 
> your problem correctly), but there is a Config option that 
> can be set to let the attachment appear inline in the email. 
> Hope this helps.
> 
> Kenn
> LBNL
> 
> 
> On Wed, Mar 31, 2010 at 10:03 AM, Robert Grasso 
> <robert.grasso+nv at cedrat.com 
> <mailto:robert.grasso%2Bnv at cedrat.com> > wrote:
> 
> 
> 	Hello,
> 	
> 	I have been reported by our users that 'some' 
> attachments were not actually attached. After having searched 
> this issue, it appears
> 	that if we attach files that the browser reports as 
> having the MIME type of text/plain, these files are not sent, 
> they even do not
> 	appear inline to the recipient. But they are registered 
> into the ticket normally.
> 	
> 	Do other RT 3.8.7 (or lower ?) users have the same 
> problem ? Does anybody has a solution ? I browsed the 
> mailing-list, find many
> 	discussions about text/plain files, but not my case 
> specifically.
> 	
> 	My users report that in 3.6.1 (our previous version, 
> installed on an older CentOS 4), they were able to send text 
> attachments.
> 	
> 	I installed RT 3.8.7 on a CentOS 5.4 OS; I installed 
> many Perl modules from Rpmforge, and as all could not be 
> installed that way, I
> 	finished with make fixdeps. Hopefully it is not an 
> issue with some Perl module version. As I don't see ANYTHING 
> in RT's log nor in
> 	httpd.log (log level already set to 'debug'), I can't 
> even guess what is happening and what to look for - I don't 
> have a clue.
> 	
> 	Best regards
> 	
> 	---
> 	Robert GRASSO ? System engineer
> 	
> 	CEDRAT S.A.
> 	15 Chemin de Malacher - Inovall?e - 38246 MEYLAN cedex - FRANCE
> 	Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30
> 	mailto:robert.grasso at cedrat.com - http://www.cedrat.com
> 	
> 	
> 	Discover RT's hidden secrets with RT Essentials from 
> O'Reilly Media.
> 	Buy a copy at http://rtbook.bestpractical.com
> 	
> 
> 
> 




From atossava at cc.helsinki.fi  Thu Apr  1 05:20:33 2010
From: atossava at cc.helsinki.fi (Atro Tossavainen)
Date: Thu, 1 Apr 2010 12:20:33 +0300 (EEST)
Subject: [rt-users] Removing attachments from tickets
Message-ID: <201004010920.o319KXD6001696@ruuvi.it.helsinki.fi>

This is probably a FAQ, but I'm afraid I didn't find it written up as one.

In the interest of keeping the database size down, I would like to be
able to remove attachments folks have sent in from tickets without
disturbing the tickets themselves in any other way.  I seem to remember
having done this once by looking up something and updating the content
of the field that contained the attachment to be NULL, but I didn't
write it up at the time and can't remember for the life of me.

Is there a better way to do this?  If not, I'd appreciate a run-through
on how to do it again.

Best regards,
-- 
Atro Tossavainen (Mr.)               / The Institute of Biotechnology at
Systems Analyst, Techno-Amish &     / the University of Helsinki, Finland,
+358-9-19158939  UNIX Dinosaur     / employs me, but my opinions are my own.
< URL : http : / / www . helsinki . fi / %7E atossava / > NO FILE ATTACHMENTS


From torsten.brumm at googlemail.com  Thu Apr  1 06:24:35 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Thu, 1 Apr 2010 12:24:35 +0200
Subject: [rt-users] Removing attachments from tickets
In-Reply-To: <201004010920.o319KXD6001696@ruuvi.it.helsinki.fi>
References: <201004010920.o319KXD6001696@ruuvi.it.helsinki.fi>
Message-ID: <t2qbdbd084b1004010324w853581d8jec7c073b4f7c54b5@mail.gmail.com>

Have a look onto this: http://github.com/bestpractical/rt-extension-utils

could possibly useful for you, other way:
RT-Extension-AttachmentsOnDisk written by BPS for us, not yet public
published.

@BPS: Do you have any plan to publish it public?

Torsten

2010/4/1 Atro Tossavainen <atossava at cc.helsinki.fi>:
> This is probably a FAQ, but I'm afraid I didn't find it written up as one.
>
> In the interest of keeping the database size down, I would like to be
> able to remove attachments folks have sent in from tickets without
> disturbing the tickets themselves in any other way. ?I seem to remember
> having done this once by looking up something and updating the content
> of the field that contained the attachment to be NULL, but I didn't
> write it up at the time and can't remember for the life of me.
>
> Is there a better way to do this? ?If not, I'd appreciate a run-through
> on how to do it again.
>
> Best regards,
> --
> Atro Tossavainen (Mr.) ? ? ? ? ? ? ? / The Institute of Biotechnology at
> Systems Analyst, Techno-Amish & ? ? / the University of Helsinki, Finland,
> +358-9-19158939 ?UNIX Dinosaur ? ? / employs me, but my opinions are my own.
> < URL : http : / / www . helsinki . fi / %7E atossava / > NO FILE ATTACHMENTS
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de


From kirby at umbc.edu  Thu Apr  1 07:17:26 2010
From: kirby at umbc.edu (Joe Kirby)
Date: Thu, 1 Apr 2010 07:17:26 -0400
Subject: [rt-users] RT Group Membership Management
Message-ID: <19C4951D-ADBE-4367-AD4D-5508A0094002@umbc.edu>

I want to decentralize Group Membership Management to different groups  
of users throughout campus.

I am OK with the attribute setting at the group level via Group Rights  
(SeeGroup, AdminGroupMemebership, ModifyOwnMembership),

however it seems I have to grant the Global Group attribute  
ShowConfigTab attribute also and this will allow these individuals to  
adjust the global RT-At-a-Glance default.

I was wondering if there is a way to disable this feature for these  
users or if this is a natural benefit of ShowConfigTab

Thanks

Joe


Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/oit
Administration 627
Office - 410-455-3020
Email - kirby at umbc.edu



From jeevan.pk at gmail.com  Thu Apr  1 08:04:58 2010
From: jeevan.pk at gmail.com (JEEVAN P K)
Date: Thu, 1 Apr 2010 17:34:58 +0530
Subject: [rt-users] RT LDAP not loging in
Message-ID: <t2hc9dc59a11004010504t967fee26oeff19b869da92ac4@mail.gmail.com>

Hi,

I am new to RT and was trying to implement on my office space on my Ubuntu
OS. i got the same installed but the issue is that i am  getting the LDAP
authentication for the RT, but getting error with "internel server".  I am
not able to trace out the issue. Can anyone give me some inputs to resolve
the issue.

Thanks & Regards,
Jeevan
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From dale.poulter at Vanderbilt.Edu  Thu Apr  1 08:25:44 2010
From: dale.poulter at Vanderbilt.Edu (Poulter,   Dale)
Date: Thu, 1 Apr 2010 07:25:44 -0500
Subject: [rt-users] RT LDAP not loging in
In-Reply-To: <t2hc9dc59a11004010504t967fee26oeff19b869da92ac4@mail.gmail.com>
References: <t2hc9dc59a11004010504t967fee26oeff19b869da92ac4@mail.gmail.com>
Message-ID: <7288D49C0448E840B752320350AFA94E095E6863@ITS-HCWNEM03.ds.Vanderbilt.edu>

Are you able to login if you turn off ldap authentication?  Also you may want to turn on the debugging in the RT_SiteConfig.pm

Set($LogToFile , 'debug');
Set($LogDir, '$RTHOME/var/log');
Set($LogToFileNamed , "debug.log");


From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of JEEVAN P K
Sent: Thursday, April 01, 2010 7:05 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT LDAP not loging in


Hi,

I am new to RT and was trying to implement on my office space on my Ubuntu OS. i got the same installed but the issue is that i am  getting the LDAP authentication for the RT, but getting error with "internel server".  I am not able to trace out the issue. Can anyone give me some inputs to resolve the issue.

Thanks & Regards,
Jeevan
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From cgarcia at ific.uv.es  Thu Apr  1 08:20:20 2010
From: cgarcia at ific.uv.es (Carlos Garcia Montoro)
Date: Thu, 01 Apr 2010 14:20:20 +0200
Subject: [rt-users] *****SPAM*****  RT Group Membership Management
In-Reply-To: <19C4951D-ADBE-4367-AD4D-5508A0094002@umbc.edu>
References: <19C4951D-ADBE-4367-AD4D-5508A0094002@umbc.edu>
Message-ID: <4BB48F84.3090108@ific.uv.es>

I reported this bug some time ago. Version 3.8.4 solved it. If you run 
version 3.8.4 or above, then you need "SuperUser" right to modify the 
global RT at a Glance. For more info, read the message called 
"[Rt-announce] RT 3.8.4 Released".

Hope this helps.

Greetings,
Carlos

Joe Kirby wrote:
> I want to decentralize Group Membership Management to different groups 
> of users throughout campus.
> 
> I am OK with the attribute setting at the group level via Group Rights 
> (SeeGroup, AdminGroupMemebership, ModifyOwnMembership),
> 
> however it seems I have to grant the Global Group attribute 
> ShowConfigTab attribute also and this will allow these individuals to 
> adjust the global RT-At-a-Glance default.
> 
> I was wondering if there is a way to disable this feature for these 
> users or if this is a natural benefit of ShowConfigTab
> 
> Thanks
> 
> Joe
> 
> 
> Joe Kirby , Assistant Vice President, Business Systems
> Division of Information Technology (DoIT)
> Support Response - http://www.umbc.edu/oit
> Administration 627
> Office - 410-455-3020
> Email - kirby at umbc.edu
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 
> 
> ------------------------------------------------------------------------
> 
> Spam detection software, running on the system "hal.ific.uv.es", has
> identified this incoming email as possible spam.  The original message
> has been attached to this so you can view it (if it isn't spam) or label
> similar future email.  If you have any questions, see
> the administrator of that system for details.
> 
> Content preview:  I want to decentralize Group Membership Management to
>   different groups of users throughout campus. I am OK with the attribute
>   setting at the group level via Group Rights (SeeGroup,
>   AdminGroupMemebership, ModifyOwnMembership), [...] 
> 
> Content analysis details:   (5.5 points, 5.0 required)
> 
>  pts rule name              description
> ---- ---------------------- --------------------------------------------------
> -0.0 SPF_HELO_PASS          SPF: HELO matches SPF record
>  2.5 FORGED_RCVD_HELO       Received: contains a forged HELO
>  3.0 KXLINKRR_BODY          BODY: Body contains suspicious link
> 
> 

-- 
  _______ _______________________________________________________________
| __ __ | Carlos Garc?a Montoro                    Ingeniero Inform?tico
|_\_Y_/_| Instituto de F?sica Corpuscular         Centro Mixto CSIC - UV
|\_] [_/| Servicios Inform?ticos
|  [_]  | Edificio Institutos de Investigaci?n        cgarcia at ific.uv.es
|C S I C| Apartado de Correos 22085 E-46071 Valencia  Tel: +34 963543706
|_______| Espa?a / Spain                              Fax: +34 963543488
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From williamsani at hotmail.com  Thu Apr  1 12:03:01 2010
From: williamsani at hotmail.com (Will Gregorian)
Date: Thu, 1 Apr 2010 09:03:01 -0700
Subject: [rt-users] Requester dashboard
Message-ID: <BLU126-DS8D77709D54D3CF38EC023A11D0@phx.gbl>

All, 

 

I've been trying to figure out why my user's dashboard won't display any of
the open/closed tickets in RT 3.8.7.  I'm supposedly going to have to assign
the following rights to the groups, but, I don't see the "Email" group
anywhere. Do I need to create it? Any pointer would be appreciated.  

 

Email

. SubscribeDashboard 

 

Global

. CreateDashboard 

. DeleteDashboard 

. ModifyDashboard 

. SeeDashboard 

 

Group

. CreateGroupDashboard 

. DeleteGroupDashboard 

. ModifyGroupDashboard 

. SeeGroupDashboard 

 

User

. CreateOwnDashboard 

. ModifyOwnDashboard 

. DeleteOwnDashboard 

. SeeOwnDashboard

 

 

Thanks,

Will

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From kirby at umbc.edu  Thu Apr  1 12:11:36 2010
From: kirby at umbc.edu (Joe Kirby)
Date: Thu, 01 Apr 2010 12:11:36 -0400
Subject: [rt-users] RT-Users Digest, Vol 73, Issue 3
In-Reply-To: <mailman.11.1270137602.31113.rt-users@lists.bestpractical.com>
References: <mailman.11.1270137602.31113.rt-users@lists.bestpractical.com>
Message-ID: <4BB4C5B8.9000104@umbc.edu>

Thank you! We are going from 3.8.2 to 3.8.7 next week

rt-users-request at lists.bestpractical.com wrote:
> Send RT-Users mailing list submissions to
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>
> When replying, please edit your Subject line so it is more specific
> than "Re: Contents of RT-Users digest..."
>
>
> Today's Topics:
>
>    1. Re: *****SPAM*****  RT Group Membership Management
>       (Carlos Garcia Montoro)
>
>
> ----------------------------------------------------------------------
>
> Message: 1
> Date: Thu, 01 Apr 2010 14:20:20 +0200
> From: Carlos Garcia Montoro <cgarcia at ific.uv.es>
> To: Joe Kirby <kirby at umbc.edu>
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] *****SPAM*****  RT Group Membership Management
> Message-ID: <4BB48F84.3090108 at ific.uv.es>
> Content-Type: text/plain; charset="iso-8859-1"; Format="flowed"
>
> I reported this bug some time ago. Version 3.8.4 solved it. If you run 
> version 3.8.4 or above, then you need "SuperUser" right to modify the 
> global RT at a Glance. For more info, read the message called 
> "[Rt-announce] RT 3.8.4 Released".
>
> Hope this helps.
>
> Greetings,
> Carlos
>
> Joe Kirby wrote:
>   
>> I want to decentralize Group Membership Management to different groups 
>> of users throughout campus.
>>
>> I am OK with the attribute setting at the group level via Group Rights 
>> (SeeGroup, AdminGroupMemebership, ModifyOwnMembership),
>>
>> however it seems I have to grant the Global Group attribute 
>> ShowConfigTab attribute also and this will allow these individuals to 
>> adjust the global RT-At-a-Glance default.
>>
>> I was wondering if there is a way to disable this feature for these 
>> users or if this is a natural benefit of ShowConfigTab
>>
>> Thanks
>>
>> Joe
>>
>>
>> Joe Kirby , Assistant Vice President, Business Systems
>> Division of Information Technology (DoIT)
>> Support Response - http://www.umbc.edu/oit
>> Administration 627
>> Office - 410-455-3020
>> Email - kirby at umbc.edu
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>
>> ------------------------------------------------------------------------
>>
>> Spam detection software, running on the system "hal.ific.uv.es", has
>> identified this incoming email as possible spam.  The original message
>> has been attached to this so you can view it (if it isn't spam) or label
>> similar future email.  If you have any questions, see
>> the administrator of that system for details.
>>
>> Content preview:  I want to decentralize Group Membership Management to
>>   different groups of users throughout campus. I am OK with the attribute
>>   setting at the group level via Group Rights (SeeGroup,
>>   AdminGroupMemebership, ModifyOwnMembership), [...] 
>>
>> Content analysis details:   (5.5 points, 5.0 required)
>>
>>  pts rule name              description
>> ---- ---------------------- --------------------------------------------------
>> -0.0 SPF_HELO_PASS          SPF: HELO matches SPF record
>>  2.5 FORGED_RCVD_HELO       Received: contains a forged HELO
>>  3.0 KXLINKRR_BODY          BODY: Body contains suspicious link
>>
>>
>>     
>
>   


From sartak at bestpractical.com  Thu Apr  1 12:45:33 2010
From: sartak at bestpractical.com (Shawn M Moore)
Date: Thu, 01 Apr 2010 12:45:33 -0400
Subject: [rt-users] Requester dashboard
In-Reply-To: <BLU126-DS8D77709D54D3CF38EC023A11D0@phx.gbl>
References: <BLU126-DS8D77709D54D3CF38EC023A11D0@phx.gbl>
Message-ID: <4BB4CDAD.7050108@bestpractical.com>

(4/1/10 12:03 PM), Will Gregorian wrote:
> I?ve been trying to figure out why my user?s dashboard won?t display any
> of the open/closed tickets in RT 3.8.7. 

Can you confirm that the user can see the tickets outside of the
dashboard? I just want to make sure this is problem with dashboards
themselves.

> I?m supposedly going to have to
> assign the following rights to the groups, but, I don?t see the ?Email?
> group anywhere. Do I need to create it? Any pointer would be appreciated. 

The SubscribeDashboard right is for users. Either a user has
SubscribeDashboard or they don't, there's no further granularity. It
also has no bearing on the web interface (other than showing/hiding the
Subscription tab), so this is not the problem.


From michael_ellis at umanitoba.ca  Thu Apr  1 12:47:02 2010
From: michael_ellis at umanitoba.ca (Michael Ellis)
Date: Thu, 01 Apr 2010 11:47:02 -0500
Subject: [rt-users] Spreadsheet download
Message-ID: <4BB4CE06.9020105@umanitoba.ca>

I found this old thread discussing the format of the spreadsheet download:

http://www.gossamer-threads.com/lists/rt/users/58799#58799

Where Jesse says:

    Nope. TSV is a perfectly servicable spreadsheet format. (Though we mark 
    it as an excel file, so the right thing happens when end-users click on 
    it)


Now, I've noticed some strange behavior with this. In IE8, the 
downloaded file is a .xls, in Chrome the file is a .tsv.xls, and in 
Firefox it downloads as a .tsv.

Questions:

1) How is this extension change happening, and how can I modify it?
2) Is this a bug and should I report it as such?
3) Shouldn't the downloaded file's extension match what it actually is, 
and not try to help the OS know what it should open in? Excel throws an 
(easily skipped) error up when trying to open the .xls files anyway, 
complaining that it's not in the format it claims to be.

-Mike




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From williamsani at hotmail.com  Thu Apr  1 12:54:12 2010
From: williamsani at hotmail.com (Will Gregorian)
Date: Thu, 1 Apr 2010 09:54:12 -0700
Subject: [rt-users] Requester dashboard
In-Reply-To: <4BB4CDAD.7050108@bestpractical.com>
References: <BLU126-DS8D77709D54D3CF38EC023A11D0@phx.gbl>
	<4BB4CDAD.7050108@bestpractical.com>
Message-ID: <BLU126-DS128487FAEC33FCFECFB39FA11D0@phx.gbl>

I'm able to view the open/closed tickets by entering the ticket ID using the
search mechanism.

I'll make sure the user has "SubscribeDashboard" rights. 

Regards,
Will



From knabe at 4j.lane.edu  Thu Apr  1 12:42:42 2010
From: knabe at 4j.lane.edu (Troy Knabe)
Date: Thu, 1 Apr 2010 09:42:42 -0700
Subject: [rt-users] Email Bouncing
Message-ID: <9FE39E41-17C9-4383-8F48-F85AE753DEB0@4j.lane.edu>

I am unable to get RT to accept email.  I receive a bounce message with the error below.  Here is my alias entry.
4jhelp:         "|/etc/smrsh/rt-mailgate --queue Nethelp --action correspond --url http://servername.domain.com"

/etc/smrsh/rt-mailgate invoked improperly

No 'url' provided to mail gateway!


--
Troy Knabe
knabe at 4j.lane.edu







From kfcrocker at lbl.gov  Thu Apr  1 15:13:51 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 1 Apr 2010 12:13:51 -0700
Subject: [rt-users] Category no longer shows in ticket
Message-ID: <p2me9f825501004011213jb3330febr4719ef652394806c@mail.gmail.com>

To list,

When we were in 3.6.4, the category for a Custom Field would show in the
"Modify Ticket" screen. This allowed a user to select the *category* from a
drop-down tab and thereby shorten the list of available values to choose
from for that CF.
Now in 3.8.7, that *category* list/drop-down no longer shows. I *did* link
the *category* to another CF and all those values are valid for the *
category*. It just doesn't show up at all when in the "Modify Ticket'
screen. This is not what my users are used to, as we started using the *
category* field in the first place because they didn't want to scroll thru a
bunch of values that didn't apply to their respective groups (the
*category*itself).
Is anyone else getting this?

Thanks in advance.

Kenn
LBNL
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From jblaine at kickflop.net  Thu Apr  1 15:16:36 2010
From: jblaine at kickflop.net (Jeff Blaine)
Date: Thu, 01 Apr 2010 15:16:36 -0400
Subject: [rt-users] RTFM article "Content" field not editable
Message-ID: <4BB4F114.8070108@kickflop.net>

For some reason we cannot get the 'Content' portion of an
RTFM article to be displayed as editable content.

RT 3.8.7 and RTFM 2.4.2

The users in question (myself included) have all RTFM privs.

Any ideas?


From jblaine at kickflop.net  Thu Apr  1 15:31:46 2010
From: jblaine at kickflop.net (Jeff Blaine)
Date: Thu, 01 Apr 2010 15:31:46 -0400
Subject: [rt-users] RTFM article "Content" field not editable
In-Reply-To: <4BB4F114.8070108@kickflop.net>
References: <4BB4F114.8070108@kickflop.net>
Message-ID: <4BB4F4A2.5020907@kickflop.net>

Nevermind.  I figured it out.  Based on the number of results
I found regarding this problem when searching, perhaps it
needs to be noted more strongly what one must do to get an
actual working RT instance?

On 4/1/2010 3:16 PM, Jeff Blaine wrote:
> For some reason we cannot get the 'Content' portion of an
> RTFM article to be displayed as editable content.
>
> RT 3.8.7 and RTFM 2.4.2
>
> The users in question (myself included) have all RTFM privs.
>
> Any ideas?
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From nicki at artonagroup.com  Thu Apr  1 14:23:47 2010
From: nicki at artonagroup.com (Nick Irvine)
Date: Thu, 01 Apr 2010 11:23:47 -0700
Subject: [rt-users] rt-mailgate requests from 127.0.1.1?
Message-ID: <4BB4E4B3.50508@artonagroup.com>

Setting up rt-mailgate, and was getting "403 Forbidden" errors.  Checked 
Apache logs, and request was coming from 127.0.1.1 instead of 0.1.  If I 
do a wget or w3m for the same /REST... address, it comes from 127.0.0.1 
and works.  Just a minor change to apache2-modperl from "Allow from 
127.0.0.1" to "Allow from 127" and it's fixed...

Can anyone tell me why requests from rt-mailgate would come from 
127.0.1.1?  Maybe it's a Perl thing?
-- 
Nick Irvine
IT and Network Administrator
Artona Group


From jesse at bestpractical.com  Thu Apr  1 15:38:29 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 1 Apr 2010 15:38:29 -0400
Subject: [rt-users] rt-mailgate requests from 127.0.1.1?
In-Reply-To: <4BB4E4B3.50508@artonagroup.com>
References: <4BB4E4B3.50508@artonagroup.com>
Message-ID: <20100401193828.GS32101@bestpractical.com>




On Thu, Apr 01, 2010 at 11:23:47AM -0700, Nick Irvine wrote:
> Setting up rt-mailgate, and was getting "403 Forbidden" errors.
> Checked Apache logs, and request was coming from 127.0.1.1 instead
> of 0.1.  If I do a wget or w3m for the same /REST... address, it
> comes from 127.0.0.1 and works.  Just a minor change to
> apache2-modperl from "Allow from 127.0.0.1" to "Allow from 127" and
> it's fixed...
> 
> Can anyone tell me why requests from rt-mailgate would come from
> 127.0.1.1?  Maybe it's a Perl thing?

Can you send your /etc/hosts?



> -- 
> Nick Irvine
> IT and Network Administrator
> Artona Group
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

-- 


From falcone at bestpractical.com  Thu Apr  1 15:44:19 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 1 Apr 2010 15:44:19 -0400
Subject: [rt-users] RTFM article "Content" field not editable
In-Reply-To: <4BB4F4A2.5020907@kickflop.net>
References: <4BB4F114.8070108@kickflop.net>
 <4BB4F4A2.5020907@kickflop.net>
Message-ID: <20100401194419.GC713@jibsheet.com>

On Thu, Apr 01, 2010 at 03:31:46PM -0400, Jeff Blaine wrote:
> Nevermind.  I figured it out.  Based on the number of results
> I found regarding this problem when searching, perhaps it
> needs to be noted more strongly what one must do to get an
> actual working RT instance?

From the README
9) Before you can add content to RTFM articles, you will need to configure
   classes and custom fields. For details, see lib/RT/FM/Introduction.pod

I believe Introduction.pod covers this topic well, but doc patches are
always welcome.

-kevin


> On 4/1/2010 3:16 PM, Jeff Blaine wrote:
> >For some reason we cannot get the 'Content' portion of an
> >RTFM article to be displayed as editable content.
> >
> >RT 3.8.7 and RTFM 2.4.2
> >
> >The users in question (myself included) have all RTFM privs.
> >
> >Any ideas?
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From nicki at artonagroup.com  Thu Apr  1 15:52:00 2010
From: nicki at artonagroup.com (Nick Irvine)
Date: Thu, 01 Apr 2010 12:52:00 -0700
Subject: [rt-users] rt-mailgate requests from 127.0.1.1?
In-Reply-To: <20100401193828.GS32101@bestpractical.com>
References: <4BB4E4B3.50508@artonagroup.com>
	<20100401193828.GS32101@bestpractical.com>
Message-ID: <4BB4F960.20009@artonagroup.com>

Wow, you're good:

127.0.0.1 localhost
127.0.1.1 hostname.domain.tld hostname

# plus some IPv6 stuff

So RT prefers the FQDN to using localhost?

Nick Irvine
IT and Network Administrator
Artona Group

On 04/01/10 12:38, Jesse Vincent wrote:
>
>
>
> On Thu, Apr 01, 2010 at 11:23:47AM -0700, Nick Irvine wrote:
>> Setting up rt-mailgate, and was getting "403 Forbidden" errors.
>> Checked Apache logs, and request was coming from 127.0.1.1 instead
>> of 0.1.  If I do a wget or w3m for the same /REST... address, it
>> comes from 127.0.0.1 and works.  Just a minor change to
>> apache2-modperl from "Allow from 127.0.0.1" to "Allow from 127" and
>> it's fixed...
>>
>> Can anyone tell me why requests from rt-mailgate would come from
>> 127.0.1.1?  Maybe it's a Perl thing?
>
> Can you send your /etc/hosts?
>
>
>
>> --
>> Nick Irvine
>> IT and Network Administrator
>> Artona Group
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>


From jesse at bestpractical.com  Thu Apr  1 15:58:46 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 1 Apr 2010 15:58:46 -0400
Subject: [rt-users] rt-mailgate requests from 127.0.1.1?
In-Reply-To: <4BB4F960.20009@artonagroup.com>
References: <4BB4E4B3.50508@artonagroup.com>
	<20100401193828.GS32101@bestpractical.com>
	<4BB4F960.20009@artonagroup.com>
Message-ID: <20100401195846.GU32101@bestpractical.com>




On Thu, Apr 01, 2010 at 12:52:00PM -0700, Nick Irvine wrote:
> Wow, you're good:
> 
> 127.0.0.1 localhost
> 127.0.1.1 hostname.domain.tld hostname
> 
> # plus some IPv6 stuff
> 
> So RT prefers the FQDN to using localhost?

Next up, what's in /etc/aliases?

> 
> Nick Irvine
> IT and Network Administrator
> Artona Group
> 
> On 04/01/10 12:38, Jesse Vincent wrote:
> >
> >
> >
> >On Thu, Apr 01, 2010 at 11:23:47AM -0700, Nick Irvine wrote:
> >>Setting up rt-mailgate, and was getting "403 Forbidden" errors.
> >>Checked Apache logs, and request was coming from 127.0.1.1 instead
> >>of 0.1.  If I do a wget or w3m for the same /REST... address, it
> >>comes from 127.0.0.1 and works.  Just a minor change to
> >>apache2-modperl from "Allow from 127.0.0.1" to "Allow from 127" and
> >>it's fixed...
> >>
> >>Can anyone tell me why requests from rt-mailgate would come from
> >>127.0.1.1?  Maybe it's a Perl thing?
> >
> >Can you send your /etc/hosts?
> >
> >
> >
> >>--
> >>Nick Irvine
> >>IT and Network Administrator
> >>Artona Group
> >>
> >>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >>Buy a copy at http://rtbook.bestpractical.com
> >

-- 


From eje at panix.com  Thu Apr  1 15:56:52 2010
From: eje at panix.com (Eleanor J. Evans [Panix Staff])
Date: Thu, 1 Apr 2010 15:56:52 -0400
Subject: [rt-users] Ticket SQL date math
Message-ID: <20100401195651.GA20692@panix.com>

Can Ticket SQL handle date math?  I want to search for tickets with
more than 24 hours between Told and LastUpdated, but can't find
examples thereof.


-- 
Eleanor J. (Piglet) Evans, eje at panix.com
Customer Support, (212) 741-4400


From jpierce at cambridgeenergyalliance.org  Thu Apr  1 16:23:35 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 1 Apr 2010 16:23:35 -0400
Subject: [rt-users] Ticket SQL date math
In-Reply-To: <20100401195651.GA20692@panix.com>
References: <20100401195651.GA20692@panix.com>
Message-ID: <u2obe7163f1004011323kea0e12bdr7dc0c1d046c2473f@mail.gmail.com>

On Thu, Apr 1, 2010 at 15:56, Eleanor J. Evans [Panix Staff]
<eje at panix.com> wrote:
> Can Ticket SQL handle date math? ?I want to search for tickets with
> more than 24 hours between Told and LastUpdated, but can't find
> examples thereof.
Unfortunately no, it is very limited and expects operators to have a
column and a value as operands e.g; not even LastUpdated > Told passes
muster.

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


From nicki at artonagroup.com  Thu Apr  1 16:23:28 2010
From: nicki at artonagroup.com (Nick Irvine)
Date: Thu, 01 Apr 2010 13:23:28 -0700
Subject: [rt-users] rt-mailgate requests from 127.0.1.1?
In-Reply-To: <20100401195846.GU32101@bestpractical.com>
References: <4BB4E4B3.50508@artonagroup.com>
	<20100401193828.GS32101@bestpractical.com>
	<4BB4F960.20009@artonagroup.com>
	<20100401195846.GU32101@bestpractical.com>
Message-ID: <4BB500C0.5040002@artonagroup.com>

# /etc/aliases
mailer-daemon: postmaster
postmaster: root
nobody: root
hostmaster: root
usenet: root
news: root
webmaster: root
www: root
ftp: root
abuse: root
noc: root
security: root
root: administrator

But I'm using fetchmail actually:

#/etc/fetchmailrc
poll mail.domain.tld proto imap auth password
user helpdesk at domain.tld pass password mda "rt-mailgate --url 
http://hostname/rt --queue General --action correspond"

Thanks,

Nick Irvine
IT and Network Administrator
Artona Group

On 04/01/10 12:58, Jesse Vincent wrote:
>
>
>
> On Thu, Apr 01, 2010 at 12:52:00PM -0700, Nick Irvine wrote:
>> Wow, you're good:
>>
>> 127.0.0.1 localhost
>> 127.0.1.1 hostname.domain.tld hostname
>>
>> # plus some IPv6 stuff
>>
>> So RT prefers the FQDN to using localhost?
>
> Next up, what's in /etc/aliases?
>
>>
>> Nick Irvine
>> IT and Network Administrator
>> Artona Group
>>
>> On 04/01/10 12:38, Jesse Vincent wrote:
>>>
>>>
>>>
>>> On Thu, Apr 01, 2010 at 11:23:47AM -0700, Nick Irvine wrote:
>>>> Setting up rt-mailgate, and was getting "403 Forbidden" errors.
>>>> Checked Apache logs, and request was coming from 127.0.1.1 instead
>>>> of 0.1.  If I do a wget or w3m for the same /REST... address, it
>>>> comes from 127.0.0.1 and works.  Just a minor change to
>>>> apache2-modperl from "Allow from 127.0.0.1" to "Allow from 127" and
>>>> it's fixed...
>>>>
>>>> Can anyone tell me why requests from rt-mailgate would come from
>>>> 127.0.1.1?  Maybe it's a Perl thing?
>>>
>>> Can you send your /etc/hosts?
>>>
>>>
>>>
>>>> --
>>>> Nick Irvine
>>>> IT and Network Administrator
>>>> Artona Group
>>>>
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>


From jesse at bestpractical.com  Thu Apr  1 16:52:48 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 1 Apr 2010 16:52:48 -0400
Subject: [rt-users] rt-mailgate requests from 127.0.1.1?
In-Reply-To: <4BB500C0.5040002@artonagroup.com>
References: <4BB4E4B3.50508@artonagroup.com>
	<20100401193828.GS32101@bestpractical.com>
	<4BB4F960.20009@artonagroup.com>
	<20100401195846.GU32101@bestpractical.com>
	<4BB500C0.5040002@artonagroup.com>
Message-ID: <20100401205248.GV32101@bestpractical.com>




On Thu, Apr 01, 2010 at 01:23:28PM -0700, Nick Irvine wrote:
> 
> >>>>Can anyone tell me why requests from rt-mailgate would come from 127.0.1.1? 

> >>127.0.1.1 hostname.domain.tld hostname

> poll mail.domain.tld proto imap auth password user helpdesk at domain.tld pass password mda "rt-mailgate --url http://hostname/rt --queue General --action correspond"
 
I presume it's now obvious. :)


From nicki at artonagroup.com  Thu Apr  1 17:19:26 2010
From: nicki at artonagroup.com (Nick Irvine)
Date: Thu, 01 Apr 2010 14:19:26 -0700
Subject: [rt-users] rt-mailgate requests from 127.0.1.1?
In-Reply-To: <20100401205248.GV32101@bestpractical.com>
References: <4BB4E4B3.50508@artonagroup.com>
	<20100401193828.GS32101@bestpractical.com>
	<4BB4F960.20009@artonagroup.com>
	<20100401195846.GU32101@bestpractical.com>
	<4BB500C0.5040002@artonagroup.com>
	<20100401205248.GV32101@bestpractical.com>
Message-ID: <4BB50DDE.2030403@artonagroup.com>

Yeah, thanks!

Nick Irvine
IT and Network Administrator
Artona Group

On 04/01/10 13:52, Jesse Vincent wrote:
>
>
>
> On Thu, Apr 01, 2010 at 01:23:28PM -0700, Nick Irvine wrote:
>>
>>>>>> Can anyone tell me why requests from rt-mailgate would come from 127.0.1.1?
>
>>>> 127.0.1.1 hostname.domain.tld hostname
>
>> poll mail.domain.tld proto imap auth password user helpdesk at domain.tld pass password mda "rt-mailgate --url http://hostname/rt --queue General --action correspond"
>
> I presume it's now obvious. :)


From allen+rtlist at crystalfontz.com  Thu Apr  1 17:45:51 2010
From: allen+rtlist at crystalfontz.com (Allen)
Date: Thu, 1 Apr 2010 14:45:51 -0700
Subject: [rt-users] RT Survey plugin
Message-ID: <g2j885d981e1004011445xcf0b706al8ac925dd533047d7@mail.gmail.com>

> On 29-03-2010 19:00, Todd Chapman wrote:
>> You could just have the resolved template include a link to a survey
>> monkey. http://www.surveymonkey.com/

In our organization, we don't include Transaction Content in the email
templates. So for us, a link to a survey in that email (which does not
include our actual reply to the ticket, just a notice to come see the
ticket in web SelfService) would not make sense.

Therefore, we have a local mod to SelfService/Display.html that will
offer unprivileged users a link to a survey when the ticket is in
resolved or autoclose status, and a customfield (applied to whichever
queues you want, and with Group perm "SeeCustomField" for "Everyone")
flag is unset.

We chose to use a survey created in Google Docs instead of
surveymonkey because we already use Google Apps in our org. But Google
Surveys redirect people at the end to a dead-end Google page instead
of a configurable page, so we needed to alter the html supplied by the
Google Survey. We also needed a place to flip a switch on the RT
CustomField that flags whether the user has visited the survey, so we
know when to stop offering a link to it.

So, we wrapped the Google Survey in a PHP script. The link to that
script from the ticket carries the ticket ID in the querystring. So
the PHP script knows the Ticket ID. The survey asks for the ticket
number in the 3rd question, so appending &entry_2=N to the url to the
google survey generates the form with "N" already filled in as the
answer to question #3.

We used file_get_contents() to get the html from Google and then
DOMxml functions to alter it, adding some code that you can find on
the web that targets the form to a hidden iframe in the page (to bury
google's dead-end "thank you" page) and javascript to then redirect
the user in the main window to the "thank you" page you want, which
for us is back to the ticket. We make sure that if the user was in RT
over SSL, they are redirected back to RT over SSL so they get back in
with the same session.

After the PHP wrapper fixes the html for the survey form, and before
displaying it to the user, it exec()'s the rt cli to set the
"MySurvey" customfield flag, signaling not to show the survey link on
that ticket anymore:

    rt edit ticket/12345 set CF-MySurvey="1"

In order to use the cli, we had to create another privileged user for
that purpose with Global perms to ShowTicket,ModifyTicket and local
perm SeeCustomField,ModifyCustomField for the "MySurvey" CF.

Having to make a new user and keep its password in the PHP wrapper is
kind of messy. It probably would have been better to add an AJAX call
in the wrapped survey form upon submit that would contact RT with the
user's existing session to flip that CF flag. I just didn't know where
to begin to make (or recycle) an RT page that would process such a
request to set a value for that customfield.


A


From rgt at wi.mit.edu  Thu Apr  1 21:27:21 2010
From: rgt at wi.mit.edu (Rob Taylor)
Date: Thu, 01 Apr 2010 21:27:21 -0400
Subject: [rt-users] RT 3.8.7 and Ldap
Message-ID: <4BB547F9.9010209@wi.mit.edu>

Hi All. I have been searching the message boards about configuring RT to
work with LDAP.

I'm using the RT-Authen-ExternalAuth module.

I have that part working. Users can login, create tickets, and see their
own open tickets.

Now I want to setup users to work the tickets, i.e. the help desk people.

How do I designate certain ldap users as being privileged users in RT?
I can't seem to find a way to do so.
If I try to create any local users, it doesn't seem to work. It
complains that it could not set the info.
If I try to create a user that has the same name as an ldap user it
complains about that as well, saying name in use.

It seems like it is hitting ldap for everything now, except for the root
user. That's fine with me, I'm just not sure how to setup help desk
people.  Anyone else have this problem?
If someone could steer me in the right direction, I would really
appreciate it.

Thanks.

rgt


From michael_ellis at umanitoba.ca  Thu Apr  1 23:06:53 2010
From: michael_ellis at umanitoba.ca (Michael Ellis)
Date: Thu, 1 Apr 2010 22:06:53 -0500
Subject: [rt-users] RT 3.8.7 and Ldap
In-Reply-To: <4BB547F9.9010209@wi.mit.edu>
References: <4BB547F9.9010209@wi.mit.edu>
Message-ID: <2121E4A4-DE45-4E5D-95C1-BC6FF25107C7@umanitoba.ca>

Have them login so their profile is created then grant them rights in  
RT.

Mike

Sent from my iPhone

On Apr 1, 2010, at 8:27 PM, Rob Taylor <rgt at wi.mit.edu> wrote:

> Hi All. I have been searching the message boards about configuring  
> RT to
> work with LDAP.
>
> I'm using the RT-Authen-ExternalAuth module.
>
> I have that part working. Users can login, create tickets, and see  
> their
> own open tickets.
>
> Now I want to setup users to work the tickets, i.e. the help desk  
> people.
>
> How do I designate certain ldap users as being privileged users in RT?
> I can't seem to find a way to do so.
> If I try to create any local users, it doesn't seem to work. It
> complains that it could not set the info.
> If I try to create a user that has the same name as an ldap user it
> complains about that as well, saying name in use.
>
> It seems like it is hitting ldap for everything now, except for the  
> root
> user. That's fine with me, I'm just not sure how to setup help desk
> people.  Anyone else have this problem?
> If someone could steer me in the right direction, I would really
> appreciate it.
>
> Thanks.
>
> rgt
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From JoopvandeWege at mococo.nl  Fri Apr  2 03:04:04 2010
From: JoopvandeWege at mococo.nl (Joop)
Date: Fri, 02 Apr 2010 09:04:04 +0200
Subject: [rt-users] Category no longer shows in ticket
In-Reply-To: <p2me9f825501004011213jb3330febr4719ef652394806c@mail.gmail.com>
References: <p2me9f825501004011213jb3330febr4719ef652394806c@mail.gmail.com>
Message-ID: <4BB596E4.5060108@mococo.nl>

Kenneth Crocker wrote:
> To list,
>
> When we were in 3.6.4, the category for a Custom Field would show in 
> the "Modify Ticket" screen. This allowed a user to select the 
> /category/ from a drop-down tab and thereby shorten the list of 
> available values to choose from for that CF.
Thats a new feature of 3.8.7. Read the Changelog and you'll find a note 
about it. For older installations there is a conversion script included. 
I ran it but had problems afterwards that my Oracle based install of RT 
didn't work anymore. I think its fixed in the upcoming 3.8.8 or it was 
an issue in 3.8.6 and fixed in 3.8.7.

Regards,

Joop
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From torsten.brumm at googlemail.com  Fri Apr  2 04:44:24 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Fri, 2 Apr 2010 10:44:24 +0200
Subject: [rt-users] Show Relations
In-Reply-To: <258345701.178555.1267048209837.JavaMail.open-xchange@oxltgw03.schlund.de>
References: <258345701.178555.1267048209837.JavaMail.open-xchange@oxltgw03.schlund.de>
Message-ID: <o2kbdbd084b1004020144o43228e8dvaed71e067af37a57@mail.gmail.com>

Hi Christian,
missed your question. it's from me, i will have a look today.

Torsten

2010/2/24 Christian Cuvelier <christian.cuvelier at attmes.com>:
> Hi @ all,
>
> hope it?s okay to send a second question.
>
> I try to use Show Relations from
> http://www.systemaniacs.de/wordpress/?page_id=122 but i get the following
> error :
>
> Error during compilation of /opt/rt3/local/html/Search/Relations.html: "my"
> variable $i masks earlier declaration in same scope at
> /opt/rt3/local/html/Search/Relations.html line 25. "my" variable $m masks
> earlier declaration in same scope at
> /opt/rt3/local/html/Search/Relations.html line 26. "my" variable $m masks
> earlier declaration in same scope at
> /opt/rt3/local/html/Search/Relations.html line 26. "my" variable $m masks
> earlier declaration in same statement at
> /opt/rt3/local/html/Search/Relations.html line 26. Scalar found where
> operator expected at /opt/rt3/local/html/Search/Relations.html line 89, near
> "$m" Global symbol "%while" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 25. syntax error at
> /opt/rt3/local/html/Search/Relations.html line 25, near "% while (" (Might
> be a runaway multi-line '' string starting on line 9) "my" variable
> $RT::WebPath can't be in a package at
> /opt/rt3/local/html/Search/Relations.html line 26, near "($RT::WebPath"
> Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 41. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 42. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 42. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 43. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 43. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 44. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 45. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 46. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 57. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 58. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 58. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 59. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 59. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 60. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 61. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 62. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 73. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 74. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 74. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 75. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 75. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 76. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 77. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 78. /opt/rt3/local/html/Search/Relations.html has too many errors.
>
> Does anybody know what i should do to repair it ???
>
> Thanks
>
> Christian
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
> 2010 RT Training Sessions!
> San Francisco, CA, USA - Feb 22 & 23
> Dublin, Ireland - Mar 15 & 16
> Boston, MA, USA - April 5 & 6
> Washington DC, USA - Oct 25 & 26
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de


From torsten.brumm at googlemail.com  Fri Apr  2 04:45:00 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Fri, 2 Apr 2010 10:45:00 +0200
Subject: [rt-users] Show Relations
In-Reply-To: <258345701.178555.1267048209837.JavaMail.open-xchange@oxltgw03.schlund.de>
References: <258345701.178555.1267048209837.JavaMail.open-xchange@oxltgw03.schlund.de>
Message-ID: <g2obdbd084b1004020145z5f00323fl23dd60c5cf92dcb9@mail.gmail.com>

Hi,

another question, did you tried latest version from github?

Torsten

2010/2/24 Christian Cuvelier <christian.cuvelier at attmes.com>:
> Hi @ all,
>
> hope it?s okay to send a second question.
>
> I try to use Show Relations from
> http://www.systemaniacs.de/wordpress/?page_id=122 but i get the following
> error :
>
> Error during compilation of /opt/rt3/local/html/Search/Relations.html: "my"
> variable $i masks earlier declaration in same scope at
> /opt/rt3/local/html/Search/Relations.html line 25. "my" variable $m masks
> earlier declaration in same scope at
> /opt/rt3/local/html/Search/Relations.html line 26. "my" variable $m masks
> earlier declaration in same scope at
> /opt/rt3/local/html/Search/Relations.html line 26. "my" variable $m masks
> earlier declaration in same statement at
> /opt/rt3/local/html/Search/Relations.html line 26. Scalar found where
> operator expected at /opt/rt3/local/html/Search/Relations.html line 89, near
> "$m" Global symbol "%while" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 25. syntax error at
> /opt/rt3/local/html/Search/Relations.html line 25, near "% while (" (Might
> be a runaway multi-line '' string starting on line 9) "my" variable
> $RT::WebPath can't be in a package at
> /opt/rt3/local/html/Search/Relations.html line 26, near "($RT::WebPath"
> Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 41. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 42. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 42. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 43. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 43. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 44. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 45. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 46. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 57. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 58. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 58. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 59. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 59. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 60. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 61. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 62. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 73. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 74. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 74. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 75. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 75. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 76. Global symbol "$original" requires explicit package name at
> /opt/rt3/local/html/Search/Relations.html line 77. Global symbol "$original"
> requires explicit package name at /opt/rt3/local/html/Search/Relations.html
> line 78. /opt/rt3/local/html/Search/Relations.html has too many errors.
>
> Does anybody know what i should do to repair it ???
>
> Thanks
>
> Christian
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
> 2010 RT Training Sessions!
> San Francisco, CA, USA - Feb 22 & 23
> Dublin, Ireland - Mar 15 & 16
> Boston, MA, USA - April 5 & 6
> Washington DC, USA - Oct 25 & 26
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de


From robert.grasso+nv at cedrat.com  Fri Apr  2 11:42:17 2010
From: robert.grasso+nv at cedrat.com (Robert Grasso)
Date: Fri, 2 Apr 2010 17:42:17 +0200
Subject: [rt-users] RT 3.8.7 : enabling the FCKeditor prevents sending
	'text/plain' attachments
Message-ID: <!&!AAAAAAAAAAAYAAAAAAAAADrjjEUbItYRuZsAgMh6ZTLCgAAAEAAAAK0XGDlZ6MhDnmx44RvcRTMBAAAAAA==@cedrat.com>

Following my previous posts on this 'text/plain' attachments topic :

as an introduction, I must say that I enabled the FCKeditor by default for all our users (Windows people which feel more comfortable
this way).

I ran more deep tests : I found something weird on Ubuntu :

- running RT from Firefox, attaching a 'text/plain' file, the test recipient did not receive it
- running RT from konqueror, it worked almost correctly, but konqueror was unable to run the FCKeditor; thus it just opened the
ordinary ascii input field; and HERE, attaching the SAME previous text file (which was eventually assigned in RT with the same
'text/plain' MIME type), the test recipient DID receive it !

Then I disabled the FCKeditor in my RT account, ran several tests from several browsers, severals PCs, several OSes, and regularly,
the 'text/plain' attachment was received.

I went back to the user who originally called for help on this topic, asked that she disable her FCKeditor, asked her to send again
the original file, and HERE the test recipient received it.

Can anybody reproduce this behaviour ?

Is it a bug ?

Regards

---
Robert GRASSO ? System engineer

CEDRAT S.A.
15 Chemin de Malacher - Inovall?e - 38246 MEYLAN cedex - FRANCE 
Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30
mailto:robert.grasso at cedrat.com - http://www.cedrat.com 



From jodie.gambill at gmail.com  Fri Apr  2 11:48:15 2010
From: jodie.gambill at gmail.com (jodie gambill)
Date: Fri, 2 Apr 2010 10:48:15 -0500
Subject: [rt-users] RT 3.8.7 and Ldap
In-Reply-To: <4BB547F9.9010209@wi.mit.edu>
References: <4BB547F9.9010209@wi.mit.edu>
Message-ID: <r2nb267bcb81004020848w621739b9t31b2fa64e02a5266@mail.gmail.com>

We were able to set up users in advance of them logging in by entering their
ldap user id into the Create User form.

If you are doing that and it's saying the name is in use, the account may
already be created.  Search for it on the Users page (the account won't show
up in the user list there until they are Privileged).  Once found, you can
grant them rights from there.

-Jodie

On Thu, Apr 1, 2010 at 8:27 PM, Rob Taylor <rgt at wi.mit.edu> wrote:

> Hi All. I have been searching the message boards about configuring RT to
> work with LDAP.
>
> I'm using the RT-Authen-ExternalAuth module.
>
> I have that part working. Users can login, create tickets, and see their
> own open tickets.
>
> Now I want to setup users to work the tickets, i.e. the help desk people.
>
> How do I designate certain ldap users as being privileged users in RT?
> I can't seem to find a way to do so.
> If I try to create any local users, it doesn't seem to work. It
> complains that it could not set the info.
> If I try to create a user that has the same name as an ldap user it
> complains about that as well, saying name in use.
>
> It seems like it is hitting ldap for everything now, except for the root
> user. That's fine with me, I'm just not sure how to setup help desk
> people.  Anyone else have this problem?
> If someone could steer me in the right direction, I would really
> appreciate it.
>
> Thanks.
>
> rgt
>
> 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 kbailey at freewayprojects.com  Sat Apr  3 19:50:52 2010
From: kbailey at freewayprojects.com (Kevin Bailey)
Date: Sun, 04 Apr 2010 00:50:52 +0100
Subject: [rt-users] How do I allow ticket creation for a user
Message-ID: <4BB7D45C.8050200@freewayprojects.com>

Hi,

I've allowed a user to log in to view tickets - and this is really good 
in the SelfService area.

However,, they can't create a ticket - what permissions do I have to 
give where to allow a user to create a ticket in a single queue via the 
web interface.

Thanks,
-- 
*Kevin Bailey*
Director/Programmer - Freeway Projects Limited
Web: www.freewayprojects.com <http://www.freewayprojects.com/>
Email: kbailey at freewayprojects.com <mailto:kbailey at freewayprojects.com>
Phone: +44 (0)1752 267090
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From torsten.brumm at googlemail.com  Sun Apr  4 02:19:15 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Sun, 4 Apr 2010 08:19:15 +0200
Subject: [rt-users] How do I allow ticket creation for a user
In-Reply-To: <4BB7D45C.8050200@freewayprojects.com>
References: <4BB7D45C.8050200@freewayprojects.com>
Message-ID: <m2tbdbd084b1004032319la386a034od1e9751fe048b3dc@mail.gmail.com>

Hi Kevin,
at best you grant CreateTicket right to System Group: Unprivileged
Users inside the needed Queues.

Torsten

2010/4/4 Kevin Bailey <kbailey at freewayprojects.com>:
> Hi,
>
> I've allowed a user to log in to view tickets - and this is really good in
> the SelfService area.
>
> However,, they can't create a ticket - what permissions do I have to give
> where to allow a user to create a ticket in a single queue via the web
> interface.
>
> Thanks,
> --
> Kevin Bailey
> Director/Programmer - Freeway Projects Limited
> Web: www.freewayprojects.com
> Email: kbailey at freewayprojects.com
> Phone: +44 (0)1752 267090
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de


From torsten.brumm at Kuehne-Nagel.com  Sun Apr  4 04:01:49 2010
From: torsten.brumm at Kuehne-Nagel.com (Brumm,
	Torsten / Kuehne + Nagel / Ham MI-ID)
Date: Sun, 4 Apr 2010 10:01:49 +0200
Subject: [rt-users] How do I allow ticket creation for a user
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F936FE@w3hamboex11.ger.win.int.kn>

Hi kevin,
Sorry i forgot: SeeQueue right is also needed!

Torsten

----- Originalnachricht -----

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



Von: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
An: Kevin Bailey <kbailey at freewayprojects.com>
Cc: RT-Users at lists.bestpractical.com <RT-Users at lists.bestpractical.com>
Gesendet: Sun Apr 04 08:19:15 2010
Betreff: Re: [rt-users] How do I allow ticket creation for a user

Hi Kevin,
at best you grant CreateTicket right to System Group: Unprivileged
Users inside the needed Queues.

Torsten

2010/4/4 Kevin Bailey <kbailey at freewayprojects.com>:
> Hi,
>
> I've allowed a user to log in to view tickets - and this is really good in
> the SelfService area.
>
> However,, they can't create a ticket - what permissions do I have to give
> where to allow a user to create a ticket in a single queue via the web
> interface.
>
> Thanks,
> --
> Kevin Bailey
> Director/Programmer - Freeway Projects Limited
> Web: www.freewayprojects.com
> Email: kbailey at freewayprojects.com
> Phone: +44 (0)1752 267090
>
> 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

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 kbailey at freewayprojects.com  Sun Apr  4 08:11:45 2010
From: kbailey at freewayprojects.com (Kevin Bailey)
Date: Sun, 04 Apr 2010 13:11:45 +0100
Subject: [rt-users] How do I allow ticket creation for a user
In-Reply-To: <4BB7D45C.8050200@freewayprojects.com>
References: <4BB7D45C.8050200@freewayprojects.com>
Message-ID: <4BB88201.400@freewayprojects.com>

Hiya,

Thanks for the replies - I poked around and found that if I add these 
permissions to a user on a queue

CommentOnTicket
CreateTicket
ReplyToTicket
SeeQueue
ShowTicket
ShowTicketComments

The user can then create a ticket for that queue with the web interface.

The additional point to note is that the user will then be able to use 
the normal interface to view *all* tickets in the queue - even if they 
are not the requestor.

Thanks for the pointers,

Kev

Kevin Bailey wrote:
> Hi,
>
> I've allowed a user to log in to view tickets - and this is really 
> good in the SelfService area.
>
> However,, they can't create a ticket - what permissions do I have to 
> give where to allow a user to create a ticket in a single queue via 
> the web interface.
>
> Thanks,
> -- 
> *Kevin Bailey*
> Director/Programmer - Freeway Projects Limited
> Web: www.freewayprojects.com <http://www.freewayprojects.com/>
> Email: kbailey at freewayprojects.com <mailto:kbailey at freewayprojects.com>
> Phone: +44 (0)1752 267090
> ------------------------------------------------------------------------
>
>
> 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 <http://www.freewayprojects.com/>
Email: kbailey at freewayprojects.com <mailto:kbailey at freewayprojects.com>
Phone: +44 (0)1752 267090
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From c_apotla at qualcomm.com  Sun Apr  4 23:26:16 2010
From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel)
Date: Sun, 4 Apr 2010 20:26:16 -0700
Subject: [rt-users] RT WYSIWYG issue
Message-ID: <B8CF6A0DF94F2F4089443B2386DDE66701E56BECD2@NASANEXMB01.na.qualcomm.com>

Hi
We are seeing some issue when commenting for a ticket in RT system.
If we use 'tab' key, it send multiple emails (in this case we got almost 30 emails) for the ticket's response to all the members.
(We are glad, the user didn't used more than 30 words to close this ticket:))



Is there a fix for this from anyone?



Thanks in Advance,

-Ashish

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From c_apotla at qualcomm.com  Sun Apr  4 23:26:16 2010
From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel)
Date: Sun, 4 Apr 2010 20:26:16 -0700
Subject: [rt-users] RT WYSIWYG issue
Message-ID: <B8CF6A0DF94F2F4089443B2386DDE66701E56BECD2@NASANEXMB01.na.qualcomm.com>

Hi
We are seeing some issue when commenting for a ticket in RT system.
If we use 'tab' key, it send multiple emails (in this case we got almost 30 emails) for the ticket's response to all the members.
(We are glad, the user didn't used more than 30 words to close this ticket:))



Is there a fix for this from anyone?



Thanks in Advance,

-Ashish

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From falcone at bestpractical.com  Mon Apr  5 10:39:02 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 5 Apr 2010 10:39:02 -0400
Subject: [rt-users] How do I allow ticket creation for a user
In-Reply-To: <4BB88201.400@freewayprojects.com>
References: <4BB7D45C.8050200@freewayprojects.com>
	<4BB88201.400@freewayprojects.com>
Message-ID: <20100405143902.GD713@jibsheet.com>

On Sun, Apr 04, 2010 at 01:11:45PM +0100, Kevin Bailey wrote:
>    Hiya,
> 
>    Thanks for the replies - I poked around and found that if I add these permissions to a user on
>    a queue
> 
>    CommentOnTicket
>    [1][ ] CreateTicket
>    [2][ ] ReplyToTicket
>    [3][ ] SeeQueue
>    [4][ ] ShowTicket
>    [5][ ] ShowTicketComments
> 
>    The user can then create a ticket for that queue with the web interface.
> 
>    The additional point to note is that the user will then be able to use the normal interface to
>    view *all* tickets in the queue - even if they are not the requestor.

Don't hand ShowTicket out Unprivileged on the queue, hand it out to
Requestors and Ccs on the queue, then users can only see tickets they
created (or were added as a CC to by someone)

-kevin

>    Thanks for the pointers,
> 
>    Kev
> 
>    Kevin Bailey wrote:
> 
>      Hi,
> 
>      I've allowed a user to log in to view tickets - and this is really good in the SelfService
>      area.
> 
>      However,, they can't create a ticket - what permissions do I have to give where to allow a
>      user to create a ticket in a single queue via the web interface.
> 
>      Thanks,
>      --
>      Kevin Bailey
>      Director/Programmer - Freeway Projects Limited
>      Web: [6]www.freewayprojects.com
>      Email: [7]kbailey at freewayprojects.com
>      Phone: +44 (0)1752 267090
> 
> 
>         ------------------------------------------------------------------------------------
> 
> 
>  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>  Buy a copy at [8]http://rtbook.bestpractical.com
> 
>    --
>    Kevin Bailey
>    Director/Programmer - Freeway Projects Limited
>    Web: [9]www.freewayprojects.com
>    Email: [10]kbailey at freewayprojects.com
>    Phone: +44 (0)1752 267090
> 
> References
> 
>    Visible links
>    6. http://www.freewayprojects.com/
>    7. mailto:kbailey at freewayprojects.com
>    8. http://rtbook.bestpractical.com/
>    9. http://www.freewayprojects.com/
>   10. mailto:kbailey at freewayprojects.com

> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

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From jesse at bestpractical.com  Mon Apr  5 14:19:15 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 5 Apr 2010 14:19:15 -0400
Subject: [rt-users] RT WYSIWYG issue
In-Reply-To: <B8CF6A0DF94F2F4089443B2386DDE66701E56BECD2@NASANEXMB01.na.qualcomm.com>
References: <B8CF6A0DF94F2F4089443B2386DDE66701E56BECD2@NASANEXMB01.na.qualcomm.com>
Message-ID: <20100405181914.GI6126@bestpractical.com>




On Sun, Apr 04, 2010 at 08:26:16PM -0700, Potla, Ashish Bassaliel wrote:
> Hi
> We are seeing some issue when commenting for a ticket in RT system.
> If we use 'tab' key, it send multiple emails (in this case we got almost 30 emails) for the ticket's response to all the members.
> (We are glad, the user didn't used more than 30 words to close this ticket:))

That seems...somewhat impossible. Can you set RT's log level to debug and capture the log while you do this? 
(Also, please don't CC rt-users at two different domains. you'll end up creating duplicate messages)


> 
> 
> Is there a fix for this from anyone?
> 
> 
> 
> Thanks in Advance,
> 
> -Ashish
> 

> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com


-- 


From c_apotla at qualcomm.com  Mon Apr  5 14:59:24 2010
From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel)
Date: Mon, 5 Apr 2010 11:59:24 -0700
Subject: [rt-users] RT WYSIWYG issue
In-Reply-To: <20100405181914.GI6126@bestpractical.com>
References: <B8CF6A0DF94F2F4089443B2386DDE66701E56BECD2@NASANEXMB01.na.qualcomm.com>,
	<20100405181914.GI6126@bestpractical.com>
Message-ID: <B8CF6A0DF94F2F4089443B2386DDE66701E56BECDA@NASANEXMB01.na.qualcomm.com>

Jesse - Thanks for the reply - 

I did some debug logging but I do not see anything that is not too obvious - But I did find out something. 
My findings : 

Say I want to update the ticket with "I am going to be late today." It has as many as 6 spaces.

You navigate to the WYSIWYG window by pressing tab repeatedly. Now your cursor is ready and blinking and you THINK you are ready to type in the WYSIWYG (on MS Explorer-7 on XP) . But the problem is you pressed tab one time too many and the actual focus is on Update button.

The focus goes to the Update Ticket button BUT the cursor is still blinking n the WYSIWYG editor giving user the impression that the focus is on the message input window.

At this point if I type in my message which has 6 spaces, quickly enough.. Each space-bar hit is actually a click on the Update Button and the update functionality is carried out. Because my typing is faster than the time it takes to reload the page the 6 space bar hits makes those many updations to the ticket. The updations are as follows :

I
I am 
I am going
I am going to 
I am going to be
I am going to be late
I am going to be late today. (This is when I consciously click the Update button)

So all in all I see 7 modifications to the ticket :( 

Your thoughts.
-Ashish

________________________________________
From: Jesse Vincent [jesse at bestpractical.com]
Sent: Monday, April 05, 2010 11:49 PM
To: Potla, Ashish Bassaliel
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT WYSIWYG issue

On Sun, Apr 04, 2010 at 08:26:16PM -0700, Potla, Ashish Bassaliel wrote:
> Hi
> We are seeing some issue when commenting for a ticket in RT system.
> If we use 'tab' key, it send multiple emails (in this case we got almost 30 emails) for the ticket's response to all the members.
> (We are glad, the user didn't used more than 30 words to close this ticket:))

That seems...somewhat impossible. Can you set RT's log level to debug and capture the log while you do this?
(Also, please don't CC rt-users at two different domains. you'll end up creating duplicate messages)


>
>
> Is there a fix for this from anyone?
>
>
>
> Thanks in Advance,
>
> -Ashish
>

>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com


--

From c_apotla at qualcomm.com  Mon Apr  5 15:05:48 2010
From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel)
Date: Mon, 5 Apr 2010 12:05:48 -0700
Subject: [rt-users] RT WYSIWYG issue
In-Reply-To: <B8CF6A0DF94F2F4089443B2386DDE66701E56BECDA@NASANEXMB01.na.qualcomm.com>
References: <B8CF6A0DF94F2F4089443B2386DDE66701E56BECD2@NASANEXMB01.na.qualcomm.com>,
	<20100405181914.GI6126@bestpractical.com>,
	<B8CF6A0DF94F2F4089443B2386DDE66701E56BECDA@NASANEXMB01.na.qualcomm.com>
Message-ID: <B8CF6A0DF94F2F4089443B2386DDE66701E56BECDB@NASANEXMB01.na.qualcomm.com>

Notice that the focus at that point is both on the WYSIWYG editor and the update button. 

________________________________________
From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Potla, Ashish Bassaliel [c_apotla at qualcomm.com]
Sent: Tuesday, April 06, 2010 12:29 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT WYSIWYG issue

Jesse - Thanks for the reply -

I did some debug logging but I do not see anything that is not too obvious - But I did find out something.
My findings :

Say I want to update the ticket with "I am going to be late today." It has as many as 6 spaces.

You navigate to the WYSIWYG window by pressing tab repeatedly. Now your cursor is ready and blinking and you THINK you are ready to type in the WYSIWYG (on MS Explorer-7 on XP) . But the problem is you pressed tab one time too many and the actual focus is on Update button.

The focus goes to the Update Ticket button BUT the cursor is still blinking n the WYSIWYG editor giving user the impression that the focus is on the message input window.

At this point if I type in my message which has 6 spaces, quickly enough.. Each space-bar hit is actually a click on the Update Button and the update functionality is carried out. Because my typing is faster than the time it takes to reload the page the 6 space bar hits makes those many updations to the ticket. The updations are as follows :

I
I am
I am going
I am going to
I am going to be
I am going to be late
I am going to be late today. (This is when I consciously click the Update button)

So all in all I see 7 modifications to the ticket :(

Your thoughts.
-Ashish

________________________________________
From: Jesse Vincent [jesse at bestpractical.com]
Sent: Monday, April 05, 2010 11:49 PM
To: Potla, Ashish Bassaliel
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT WYSIWYG issue

On Sun, Apr 04, 2010 at 08:26:16PM -0700, Potla, Ashish Bassaliel wrote:
> Hi
> We are seeing some issue when commenting for a ticket in RT system.
> If we use 'tab' key, it send multiple emails (in this case we got almost 30 emails) for the ticket's response to all the members.
> (We are glad, the user didn't used more than 30 words to close this ticket:))

That seems...somewhat impossible. Can you set RT's log level to debug and capture the log while you do this?
(Also, please don't CC rt-users at two different domains. you'll end up creating duplicate messages)


>
>
> Is there a fix for this from anyone?
>
>
>
> Thanks in Advance,
>
> -Ashish
>

>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com


--

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

From michael_ellis at umanitoba.ca  Mon Apr  5 15:30:00 2010
From: michael_ellis at umanitoba.ca (Michael Ellis)
Date: Mon, 05 Apr 2010 14:30:00 -0500
Subject: [rt-users] RT WYSIWYG issue
In-Reply-To: <B8CF6A0DF94F2F4089443B2386DDE66701E56BECDA@NASANEXMB01.na.qualcomm.com>
References: <B8CF6A0DF94F2F4089443B2386DDE66701E56BECD2@NASANEXMB01.na.qualcomm.com>,
	<20100405181914.GI6126@bestpractical.com>
	<B8CF6A0DF94F2F4089443B2386DDE66701E56BECDA@NASANEXMB01.na.qualcomm.com>
Message-ID: <4BBA3A38.7050403@umanitoba.ca>

I've seen this with one of my users as well. I always assumed there was 
something messed up with his browser, now I understand what was happening.

-Mike

Potla, Ashish Bassaliel wrote:
> Jesse - Thanks for the reply - 
>
> I did some debug logging but I do not see anything that is not too obvious - But I did find out something. 
> My findings : 
>
> Say I want to update the ticket with "I am going to be late today." It has as many as 6 spaces.
>
> You navigate to the WYSIWYG window by pressing tab repeatedly. Now your cursor is ready and blinking and you THINK you are ready to type in the WYSIWYG (on MS Explorer-7 on XP) . But the problem is you pressed tab one time too many and the actual focus is on Update button.
>
> The focus goes to the Update Ticket button BUT the cursor is still blinking n the WYSIWYG editor giving user the impression that the focus is on the message input window.
>
> At this point if I type in my message which has 6 spaces, quickly enough.. Each space-bar hit is actually a click on the Update Button and the update functionality is carried out. Because my typing is faster than the time it takes to reload the page the 6 space bar hits makes those many updations to the ticket. The updations are as follows :
>
> I
> I am 
> I am going
> I am going to 
> I am going to be
> I am going to be late
> I am going to be late today. (This is when I consciously click the Update button)
>
> So all in all I see 7 modifications to the ticket :( 
>
> Your thoughts.
> -Ashish
>
> ________________________________________
> From: Jesse Vincent [jesse at bestpractical.com]
> Sent: Monday, April 05, 2010 11:49 PM
> To: Potla, Ashish Bassaliel
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] RT WYSIWYG issue
>
> On Sun, Apr 04, 2010 at 08:26:16PM -0700, Potla, Ashish Bassaliel wrote:
>   
>> Hi
>> We are seeing some issue when commenting for a ticket in RT system.
>> If we use 'tab' key, it send multiple emails (in this case we got almost 30 emails) for the ticket's response to all the members.
>> (We are glad, the user didn't used more than 30 words to close this ticket:))
>>     
>
> That seems...somewhat impossible. Can you set RT's log level to debug and capture the log while you do this?
> (Also, please don't CC rt-users at two different domains. you'll end up creating duplicate messages)
>
>
>   
>> Is there a fix for this from anyone?
>>
>>
>>
>> Thanks in Advance,
>>
>> -Ashish
>>
>>     
>
>   
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>     
>
>
> --
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>   



From michael_ellis at umanitoba.ca  Mon Apr  5 15:37:52 2010
From: michael_ellis at umanitoba.ca (Michael Ellis)
Date: Mon, 05 Apr 2010 14:37:52 -0500
Subject: [rt-users] User prompted for authentication when opening new tabs
Message-ID: <4BBA3C10.1020103@umanitoba.ca>

Does anyone know of a browser setting that could explain why one user is 
prompted to authenticate for new tabs within the RT system? This does 
not happen every time, but enough to be annoying. RT is set to expire 
sessions after 8 hours.

-Mike


From stuart.browne at ausregistry.com.au  Mon Apr  5 19:08:29 2010
From: stuart.browne at ausregistry.com.au (Stuart Browne)
Date: Tue, 6 Apr 2010 09:08:29 +1000
Subject: [rt-users] User prompted for authentication when opening new
 tabs
In-Reply-To: <4BBA3C10.1020103@umanitoba.ca>
References: <4BBA3C10.1020103@umanitoba.ca>
Message-ID: <8CEF048B9EC83748B1517DC64EA130FB3E3385F56E@off-win2003-01.ausregistrygroup.local>

> -----Original Message-----
> From: Michael Ellis
> 
> Does anyone know of a browser setting that could explain why one user
> is prompted to authenticate for new tabs within the RT system? This
> does not happen every time, but enough to be annoying. RT is set to
> expire sessions after 8 hours.

It'd help to know what browser.  Off the top of my head though, I'd say a browser running in private / hidden mode could possibly do this.

Stuart


From todd at chaka.net  Mon Apr  5 19:41:08 2010
From: todd at chaka.net (Todd Chapman)
Date: Mon, 5 Apr 2010 19:41:08 -0400
Subject: [rt-users] How to customize RT's FCKeditor?
Message-ID: <x2n519782dc1004051641tc4046df7z2d634a9f57f687e8@mail.gmail.com>

Anyone know how to customize the FCKeditor instances in RT? I would
like to expose the editor controls be default.

I tried this but it doesn't pick up the config file:

$ git diff share/html/Elements/HeaderJavascript
diff --git a/share/html/Elements/HeaderJavascript
b/share/html/Elements/HeaderJavascript
index 6ee88a1..bf12104 100644
--- a/share/html/Elements/HeaderJavascript
+++ b/share/html/Elements/HeaderJavascript
@@ -113,6 +113,7 @@ $onload => undef

                 var oFCKeditor = new FCKeditor( textArea.name,
'100%', <% RT->Config->Get('MessageBoxRichTextHeight') %> );
                 oFCKeditor.BasePath =
"<%RT->Config->Get('WebPath')%>/NoAuth/RichText/";
+                oFCKeditor.Config["CustomConfigurationsPath"] =
"/NoAuth/js/myconfig.js";
                 oFCKeditor.ReplaceTextarea();
             }
         }


From michael_ellis at umanitoba.ca  Mon Apr  5 23:39:21 2010
From: michael_ellis at umanitoba.ca (Michael Ellis)
Date: Mon, 5 Apr 2010 22:39:21 -0500
Subject: [rt-users] User prompted for authentication when opening new
	tabs
In-Reply-To: <8CEF048B9EC83748B1517DC64EA130FB3E3385F56E@off-win2003-01.ausregistrygroup.local>
References: <4BBA3C10.1020103@umanitoba.ca>
	<8CEF048B9EC83748B1517DC64EA130FB3E3385F56E@off-win2003-01.ausregistrygroup.local>
Message-ID: <76BD8E74-E44F-4EE1-867C-D14BBBAF5318@umanitoba.ca>

Yeah, I left that out intentionally becase I can't confirm it's not  
happening in multiple browsers.

He's one of those people who say it happens everytime, even though  
when he tries to show you it only he has to do it a dozen times before  
it manifests.

He claims it's happening in both firefox and IE, but I've only seen it  
happen in IE 7.

I'll check if he's using incognito or inprivate or whatever, though.  
He just might be.

Thanks,

Mike



Sent from my iPhone

On Apr 5, 2010, at 6:08 PM, Stuart Browne <stuart.browne at ausregistry.com.au 
 > wrote:

>> -----Original Message-----
>> From: Michael Ellis
>>
>> Does anyone know of a browser setting that could explain why one user
>> is prompted to authenticate for new tabs within the RT system? This
>> does not happen every time, but enough to be annoying. RT is set to
>> expire sessions after 8 hours.
>
> It'd help to know what browser.  Off the top of my head though, I'd  
> say a browser running in private / hidden mode could possibly do this.
>
> Stuart
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From robert.grasso+nv at cedrat.com  Tue Apr  6 04:56:13 2010
From: robert.grasso+nv at cedrat.com (Robert Grasso)
Date: Tue, 6 Apr 2010 10:56:13 +0200
Subject: [rt-users] How to customize RT's FCKeditor?
In-Reply-To: <x2n519782dc1004051641tc4046df7z2d634a9f57f687e8@mail.gmail.com>
References: <x2n519782dc1004051641tc4046df7z2d634a9f57f687e8@mail.gmail.com>
Message-ID: <!&!AAAAAAAAAAAYAAAAAAAAADrjjEUbItYRuZsAgMh6ZTLCgAAAEAAAAGYMtGQz5ZdEodG4U3OvfmkBAAAAAA==@cedrat.com>

Hello,

I changed values here :

/opt/rt3/share/html/NoAuth/RichText/FCKeditor/fckconfig.js

I guess I found some doc here

FCKeditor 2.x/Developers Guide - CKSource Docs
http://docs.cksource.com/FCKeditor_2.x/Developers_Guide

Best regards

---
Robert GRASSO ? System engineer

CEDRAT S.A.
15 Chemin de Malacher - Inovall?e - 38246 MEYLAN cedex - FRANCE 
Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30
mailto:robert.grasso at cedrat.com - http://www.cedrat.com  

> -----Message d'origine-----
> De : rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] De la part 
> de Todd Chapman
> Envoy? : 6 avril 2010 01:41
> ? : rt-users
> Objet : [rt-users] How to customize RT's FCKeditor?
> 
> Anyone know how to customize the FCKeditor instances in RT? I would
> like to expose the editor controls be default.
> 
> I tried this but it doesn't pick up the config file:
> 
> $ git diff share/html/Elements/HeaderJavascript
> diff --git a/share/html/Elements/HeaderJavascript
> b/share/html/Elements/HeaderJavascript
> index 6ee88a1..bf12104 100644
> --- a/share/html/Elements/HeaderJavascript
> +++ b/share/html/Elements/HeaderJavascript
> @@ -113,6 +113,7 @@ $onload => undef
> 
>                  var oFCKeditor = new FCKeditor( textArea.name,
> '100%', <% RT->Config->Get('MessageBoxRichTextHeight') %> );
>                  oFCKeditor.BasePath =
> "<%RT->Config->Get('WebPath')%>/NoAuth/RichText/";
> +                oFCKeditor.Config["CustomConfigurationsPath"] =
> "/NoAuth/js/myconfig.js";
>                  oFCKeditor.ReplaceTextarea();
>              }
>          }
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 



From jeevan.pk at gmail.com  Tue Apr  6 06:04:55 2010
From: jeevan.pk at gmail.com (JEEVAN P K)
Date: Tue, 6 Apr 2010 15:34:55 +0530
Subject: [rt-users] RT LDAP not loging in
In-Reply-To: <7288D49C0448E840B752320350AFA94E095E6863@ITS-HCWNEM03.ds.Vanderbilt.edu>
References: <t2hc9dc59a11004010504t967fee26oeff19b869da92ac4@mail.gmail.com>
	<7288D49C0448E840B752320350AFA94E095E6863@ITS-HCWNEM03.ds.Vanderbilt.edu>
Message-ID: <j2rc9dc59a11004060304wfa944d19z685876b2e3524f5e@mail.gmail.com>

I'm not able to login even after disabling the ldap authentication. The
below mentioned option is already enabled on RT_SiteConfig.pm file.

Regards,
Jeevan



On Thu, Apr 1, 2010 at 5:55 PM, Poulter, Dale
<dale.poulter at vanderbilt.edu>wrote:

>  Are you able to login if you turn off ldap authentication?  Also you may
> want to turn on the debugging in the RT_SiteConfig.pm
>
>
>
> Set($LogToFile , 'debug');
>
> Set($LogDir, '$RTHOME/var/log');
>
> Set($LogToFileNamed , "debug.log");
>
>
>
>
>
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *JEEVAN P K
> *Sent:* Thursday, April 01, 2010 7:05 AM
> *To:* rt-users at lists.bestpractical.com
> *Subject:* [rt-users] RT LDAP not loging in
>
>
>
> Hi,
>
> I am new to RT and was trying to implement on my office space on my Ubuntu
> OS. i got the same installed but the issue is that i am  getting the LDAP
> authentication for the RT, but getting error with "internel server".  I am
> not able to trace out the issue. Can anyone give me some inputs to resolve
> the issue.
>
> Thanks & Regards,
> Jeevan
>
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From simon at polkaspots.com  Tue Apr  6 06:30:54 2010
From: simon at polkaspots.com (Simon Morley | PolkaSpots)
Date: Tue, 6 Apr 2010 11:30:54 +0100
Subject: [rt-users] DBD::mysql::st execute failed: MySQL server has gone away
References: <F9BF9B9D-823C-40E1-AFAB-903020CACE3E@polkaspots.com>
Message-ID: <AE01FECD-742F-4596-9361-5D64BE74F858@polkaspots.com>

Hi,

We are having issues with a RT DB migration from one server to another. I have confirmed by setting up some basic queues etc. with a brand new DB that the RT system is working on the server in question.

We have done a mysqldump from one server to this one. Same version of RT but different mysql version (one is x86, the other i386).

When we submit a ticket, we get the following errors:

DBD::mysql::st execute failed: MySQL server has gone away

The full log is:

Apr  5 11:54:05 ip-10-228-234-38 RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 509. (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:509)
Apr  5 11:54:05 ip-10-228-234-38 RT: RT::Handle=HASH(0x821d2710) couldn't execute the query 'INSERT INTO Transactions (OldValue, NewReference, OldReference, NewValue, Creator, ObjectId, Field, Type, ReferenceType, Created, Data, ObjectType) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 522
Apr  5 11:54:05 ip-10-228-234-38 	DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x821d2710)', 'INSERT INTO Transactions (OldValue, NewReference, OldReferenc...', 'undef', 'undef', 'undef', 'undef', 1, 1626, 'undef', ...) called at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 357
Apr  5 11:54:05 ip-10-228-234-38 	DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x821d2710)', 'Transactions', 'OldValue', 'undef', 'NewReference', 'undef', 'OldReference', 'undef', 'NewValue', ...) called at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/mysql.pm line 36
Apr  5 11:54:05 ip-10-228-234-38 	DBIx::SearchBuilder::Handle::mysql::Insert('RT::Handle=HASH(0x821d2710)', 'Transactions', 'OldValue', 'undef', 'NewReference', 'undef', 'OldReference', 'undef', 'NewValue', ...) called at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 1293
Apr  5 11:54:05 ip-10-228-234-38 	DBIx::SearchBuilder::Record::Create('RT::Transaction=HASH(0x84476db8)', 'OldValue', 'undef', 'NewReference', 'undef', 'OldReference', 'undef', 'NewValue', 'undef', ...) called at /opt/rt3/bin/../lib/RT/Record.pm line 289
Apr  5 11:54:05 ip-10-228-234-38 	RT::Record::Create('RT::Transaction=HASH(0x84476db8)', 'OldValue', 'undef', 'NewReference', 'undef', 'OldReference', 'undef', 'NewValue', 'undef', ...) called at /opt/rt3/bin/../lib/RT/Transaction_Overlay.pm line 151
Apr  5 11:54:05 ip-10-228-234-38 	RT::Transaction::Create('RT::Transaction=HASH(0x84476db8)', 'Ticket', 1626, 'Type', 'EmailRecord', 'Data', '<rt-3.8.7-11035-1270464844-724.1626-4-0 at ourdomain.com>', 'MIMEObj', 'MIME::Entity=HASH(0x84468d2c)', ...) called at /opt/rt3/bin/../lib/RT/Action/SendEmail.pm line 543
Apr  5 11:54:05 ip-10-228-234-38 	RT::Action::SendEmail::RecordOutgoingMailTransaction('RT::Action::Notify=HASH(0x84464444)', 'MIME::Entity=HASH(0x84468d2c)') called at /opt/rt3/bin/../lib/RT/Action/SendEmail.pm line 138
Apr  5 11:54:05 ip-10-228-234-38 	RT::Action::SendEmail::Commit('RT::Action::Notify=HASH(0x84464444)') called at /opt/rt3/bin/../lib/RT/ScripAction_Overlay.pm line 238
Apr  5 11:54:05 ip-10-228-234-38 	RT::ScripAction::Commit('RT::ScripAction=HASH(0x84354b60)') called at /opt/rt3/bin/../lib/RT/Scrip_Overlay.pm line 464
Apr  5 11:54:05 ip-10-228-234-38 	eval {...} called at /opt/rt3/bin/../lib/RT/Scrip_Overlay.pm line 463
Apr  5 11:54:05 ip-10-228-234-38 	RT::Scrip::Commit('RT::Scrip=HASH(0x84386c24)', 'TicketObj', 'RT::Ticket=HASH(0x8437fe08)', 'TransactionObj', 'RT::Transaction=HASH(0x84380330)') called at /opt/rt3/bin/../lib/RT/Scrips_Overlay.pm line 196
Apr  5 11:54:05 ip-10-228-234-38 	RT::Scrips::Commit('RT::Scrips=HASH(0x8437dbd8)') called at /opt/rt3/bin/../lib/RT/Transaction_Overlay.pm line 188
Apr  5 11:54:05 ip-10-228-234-38 	RT::Transaction::Create('RT::Transaction=HASH(0x8437d0bc)', 'ObjectId', 1626, 'ObjectType', 'RT::Ticket', 'TimeTaken', 0, 'Type', 'Create', ...) called at /opt/rt3/bin/../lib/RT/Record.pm line 1457
Apr  5 11:54:05 ip-10-228-234-38 	RT::Record::_NewTransaction('RT::Ticket=HASH(0x84354e30)', 'Type', 'Create', 'TimeTaken', 0, 'MIMEObj', 'MIME::Entity=HASH(0x842b73c4)', 'CommitScrips', 1, ...) called at /opt/rt3/bin/../lib/RT/Ticket_Overlay.pm line 656

I have seen a few other threads about this but none have been answered as yet.

Please help!!

Simon







---------------------------------------------------------------------------------------
The information contained in this email and its attachments is confidential and may be the subject of legal, professional or other privilege. It is intended only for the named addressees and may not be disclosed to anyone else without consent from PolkaSpots Limited. If you are not the named addressee you must not use, disclose, distribute, copy, print or rely on the contents of this email and should destroy it immediately. Whilst PolkaSpots Limited takes care to protect its systems from electronic virus attack or other harmful event, the firm gives no warranty that this email message (including any attachments to it) is free of any virus or other harmful matter and accepts no responsibility for any loss or damage resulting from the recipient receiving, opening or using it. If you need any further information, please contact the originator of this message on +44 (0) 20 7183 1471.

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From mike.peachey at jennic.com  Tue Apr  6 06:27:05 2010
From: mike.peachey at jennic.com (Mike Peachey)
Date: Tue, 06 Apr 2010 11:27:05 +0100
Subject: [rt-users] RT LDAP not loging in
In-Reply-To: <j2rc9dc59a11004060304wfa944d19z685876b2e3524f5e@mail.gmail.com>
References: <t2hc9dc59a11004010504t967fee26oeff19b869da92ac4@mail.gmail.com>	<7288D49C0448E840B752320350AFA94E095E6863@ITS-HCWNEM03.ds.Vanderbilt.edu>
	<j2rc9dc59a11004060304wfa944d19z685876b2e3524f5e@mail.gmail.com>
Message-ID: <4BBB0C79.1010002@jennic.com>

JEEVAN P K wrote:
> I'm not able to login even after disabling the ldap authentication. The
> below mentioned option is already enabled on RT_SiteConfig.pm file.

... then provide the relevant part of the debug log and the apache error
log.

-- 
Kind Regards,

__________________________________________________

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



From ruslan.zakirov at gmail.com  Tue Apr  6 06:59:04 2010
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 6 Apr 2010 14:59:04 +0400
Subject: [rt-users] DBD::mysql::st execute failed: MySQL server has gone
	away
In-Reply-To: <AE01FECD-742F-4596-9361-5D64BE74F858@polkaspots.com>
References: <F9BF9B9D-823C-40E1-AFAB-903020CACE3E@polkaspots.com>
	<AE01FECD-742F-4596-9361-5D64BE74F858@polkaspots.com>
Message-ID: <l2u589c94401004060359g8c867643x100c549c71413c5f@mail.gmail.com>

Hello Simon,

Do you use mod_perl2?

On Tue, Apr 6, 2010 at 2:30 PM, Simon Morley | PolkaSpots
<simon at polkaspots.com> wrote:
> Hi,
>
> We are having issues with a RT DB migration from one server to another. I
> have confirmed by setting up some basic queues etc. with a brand new DB that
> the RT system is working on the server in question.
>
> We have done a mysqldump from one server to this one. Same version of RT but
> different mysql version (one is x86, the other i386).
>
> When we submit a ticket, we get the following errors:
>
> DBD::mysql::st execute failed: MySQL server has gone away
>
> The full log is:
>
> Apr ?5 11:54:05 ip-10-228-234-38 RT: DBD::mysql::st execute failed: MySQL
> server has gone away at
> /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 509.
> (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:509)
> Apr ?5 11:54:05 ip-10-228-234-38 RT: RT::Handle=HASH(0x821d2710) couldn't
> execute the query 'INSERT INTO Transactions (OldValue, NewReference,
> OldReference, NewValue, Creator, ObjectId, Field, Type, ReferenceType,
> Created, Data, ObjectType) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at
> /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 522
> Apr ?5 11:54:05 ip-10-228-234-38
> DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x821d2710)',
> 'INSERT INTO Transactions (OldValue, NewReference, OldReferenc...', 'undef',
> 'undef', 'undef', 'undef', 1, 1626, 'undef', ...) called at
> /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 357
> Apr ?5 11:54:05 ip-10-228-234-38
> DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x821d2710)',
> 'Transactions', 'OldValue', 'undef', 'NewReference', 'undef',
> 'OldReference', 'undef', 'NewValue', ...) called at
> /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/mysql.pm line 36
> Apr ?5 11:54:05 ip-10-228-234-38
> DBIx::SearchBuilder::Handle::mysql::Insert('RT::Handle=HASH(0x821d2710)',
> 'Transactions', 'OldValue', 'undef', 'NewReference', 'undef',
> 'OldReference', 'undef', 'NewValue', ...) called at
> /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 1293
> Apr ?5 11:54:05 ip-10-228-234-38
> DBIx::SearchBuilder::Record::Create('RT::Transaction=HASH(0x84476db8)',
> 'OldValue', 'undef', 'NewReference', 'undef', 'OldReference', 'undef',
> 'NewValue', 'undef', ...) called at /opt/rt3/bin/../lib/RT/Record.pm line
> 289
> Apr ?5 11:54:05 ip-10-228-234-38
> RT::Record::Create('RT::Transaction=HASH(0x84476db8)', 'OldValue', 'undef',
> 'NewReference', 'undef', 'OldReference', 'undef', 'NewValue', 'undef', ...)
> called at /opt/rt3/bin/../lib/RT/Transaction_Overlay.pm line 151
> Apr ?5 11:54:05 ip-10-228-234-38
> RT::Transaction::Create('RT::Transaction=HASH(0x84476db8)', 'Ticket', 1626,
> 'Type', 'EmailRecord', 'Data',
> '<rt-3.8.7-11035-1270464844-724.1626-4-0 at ourdomain.com>', 'MIMEObj',
> 'MIME::Entity=HASH(0x84468d2c)', ...) called at
> /opt/rt3/bin/../lib/RT/Action/SendEmail.pm line 543
> Apr ?5 11:54:05 ip-10-228-234-38
> RT::Action::SendEmail::RecordOutgoingMailTransaction('RT::Action::Notify=HASH(0x84464444)',
> 'MIME::Entity=HASH(0x84468d2c)') called at
> /opt/rt3/bin/../lib/RT/Action/SendEmail.pm line 138
> Apr ?5 11:54:05 ip-10-228-234-38
> RT::Action::SendEmail::Commit('RT::Action::Notify=HASH(0x84464444)') called
> at /opt/rt3/bin/../lib/RT/ScripAction_Overlay.pm line 238
> Apr ?5 11:54:05 ip-10-228-234-38
> RT::ScripAction::Commit('RT::ScripAction=HASH(0x84354b60)') called at
> /opt/rt3/bin/../lib/RT/Scrip_Overlay.pm line 464
> Apr ?5 11:54:05 ip-10-228-234-38? eval {...} called at
> /opt/rt3/bin/../lib/RT/Scrip_Overlay.pm line 463
> Apr ?5 11:54:05 ip-10-228-234-38
> RT::Scrip::Commit('RT::Scrip=HASH(0x84386c24)', 'TicketObj',
> 'RT::Ticket=HASH(0x8437fe08)', 'TransactionObj',
> 'RT::Transaction=HASH(0x84380330)') called at
> /opt/rt3/bin/../lib/RT/Scrips_Overlay.pm line 196
> Apr ?5 11:54:05 ip-10-228-234-38
> RT::Scrips::Commit('RT::Scrips=HASH(0x8437dbd8)') called at
> /opt/rt3/bin/../lib/RT/Transaction_Overlay.pm line 188
> Apr ?5 11:54:05 ip-10-228-234-38
> RT::Transaction::Create('RT::Transaction=HASH(0x8437d0bc)', 'ObjectId',
> 1626, 'ObjectType', 'RT::Ticket', 'TimeTaken', 0, 'Type', 'Create', ...)
> called at /opt/rt3/bin/../lib/RT/Record.pm line 1457
> Apr ?5 11:54:05 ip-10-228-234-38
> RT::Record::_NewTransaction('RT::Ticket=HASH(0x84354e30)', 'Type', 'Create',
> 'TimeTaken', 0, 'MIMEObj', 'MIME::Entity=HASH(0x842b73c4)', 'CommitScrips',
> 1, ...) called at /opt/rt3/bin/../lib/RT/Ticket_Overlay.pm line 656
>
> I have seen a few other threads about this but none have been answered as
> yet.
>
> Please help!!
>
> Simon
>
>
>
>
>
> ---------------------------------------------------------------------------------------
> The information contained in this email and its attachments is confidential
> and may be the subject of legal, professional or other privilege. It is
> intended only for the named addressees and may not be disclosed to anyone
> else without consent from PolkaSpots Limited. If you are not the named
> addressee you must not use, disclose, distribute, copy, print or rely on the
> contents of this email and should destroy it immediately. Whilst PolkaSpots
> Limited takes care to protect its systems from electronic virus attack or
> other harmful event, the firm gives no warranty that this email message
> (including any attachments to it) is free of any virus or other harmful
> matter and accepts no responsibility for any loss or damage resulting from
> the recipient receiving, opening or using it. If you need any further
> information, please contact the originator of this message on +44 (0) 20
> 7183 1471.
>
> PolkaSpots Limited is registered in the UK, number 05508105. Registered
> Office: 204 Buspace Studios, Conlan Street, London W10 5AP
>
> Website: www.polkaspots.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 bogey_63 at yahoo.com  Tue Apr  6 08:26:39 2010
From: bogey_63 at yahoo.com (who else)
Date: Tue, 6 Apr 2010 05:26:39 -0700 (PDT)
Subject: [rt-users]  merge users(?)
Message-ID: <28151060.post@talk.nabble.com>


Hi,
i am wondering whether the extension merge users will do what i need it to
do... :-)
Let's say, i have 15 users which are from ibm.com, and i want them to share
the bugs they are going to submit, so each of them knows, which bugs have
already submitted, so they do not send them in twice or more. Will this be
the solution for this or is there another solution? I didn't catch the idea
of canonicalize email either, the posts i found here are more like that the
domainpart of the emailaddress is different, not the user. 

So any insight will be truly appreciated.

I assume, this is something, some of you might have already solved, i hope
...

Thanks for sharing

w_e

RT 3.8.2, RTFM 2.4.1



-- 
View this message in context: http://old.nabble.com/merge-users%28-%29-tp28151060p28151060.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From ruslan.zakirov at gmail.com  Tue Apr  6 08:40:33 2010
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 6 Apr 2010 16:40:33 +0400
Subject: [rt-users] merge users(?)
In-Reply-To: <28151060.post@talk.nabble.com>
References: <28151060.post@talk.nabble.com>
Message-ID: <s2h589c94401004060540i9c46c327hd70c448b7f0fb0a4@mail.gmail.com>

Hello,

It wouldn't solve your problem. MergeUsers is more for multiple emails
per one user.

Create group per organization, add a group to tickets as cc when
requestor is member of the group. Grant rights via roles.

On Tue, Apr 6, 2010 at 4:26 PM, who else <bogey_63 at yahoo.com> wrote:
>
> Hi,
> i am wondering whether the extension merge users will do what i need it to
> do... :-)
> Let's say, i have 15 users which are from ibm.com, and i want them to share
> the bugs they are going to submit, so each of them knows, which bugs have
> already submitted, so they do not send them in twice or more. Will this be
> the solution for this or is there another solution? I didn't catch the idea
> of canonicalize email either, the posts i found here are more like that the
> domainpart of the emailaddress is different, not the user.
>
> So any insight will be truly appreciated.
>
> I assume, this is something, some of you might have already solved, i hope
> ...
>
> Thanks for sharing
>
> w_e
>
> RT 3.8.2, RTFM 2.4.1
>
>
>
> --
> View this message in context: http://old.nabble.com/merge-users%28-%29-tp28151060p28151060.html
> Sent from the Request Tracker - User mailing list archive at Nabble.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 manohar.r at glowtouch.com  Tue Apr  6 09:10:36 2010
From: manohar.r at glowtouch.com (H Manohar Rayker)
Date: Tue, 6 Apr 2010 18:40:36 +0530
Subject: [rt-users] how to move tickets to different queue?
Message-ID: <20100406131749.E7C962404B2@hipster.bestpractical.com>

Hi,

 

How can I move a ticket to a different queue on the time of creation based
on the senders email domain?

 

For eg: 

 

myname at somedomain.com   tickets should be moved to new_queue

 

 

Thanks

Manohar

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From rfh at vialtus.com  Tue Apr  6 09:35:03 2010
From: rfh at vialtus.com (Raed El-Hames)
Date: Tue, 06 Apr 2010 14:35:03 +0100
Subject: [rt-users] how to move tickets to different queue?
In-Reply-To: <20100406131749.E7C962404B2@hipster.bestpractical.com>
References: <20100406131749.E7C962404B2@hipster.bestpractical.com>
Message-ID: <4BBB3887.9050909@vialtus.com>

Manohar;

Global or queue scrip ;
condition : On Create
action: User defined
Custom action preparation code:
    return 1;
Custom action cleanup code: 
if ($self->TicketObj->RequestorAddresses =~  /myname\@somedomain\.com 
<mailto:myname at somedomain.com>/ ) {
   $self->TicketObj->SetQueue('new_queue');
   return 1;
}
return undef;

Regards;
Roy


H Manohar Rayker wrote:
>
> Hi,
>
>  
>
> How can I move a ticket to a different queue on the time of creation 
> based on the senders email domain?
>
>  
>
> For eg:
>
>  
>
> myname at somedomain.com <mailto:myname at somedomain.com>   tickets should 
> be moved to new_queue
>
>  
>
>  
>
> Thanks
>
> Manohar
>


From manohar.r at glowtouch.com  Tue Apr  6 09:38:11 2010
From: manohar.r at glowtouch.com (H Manohar Rayker)
Date: Tue, 6 Apr 2010 19:08:11 +0530
Subject: [rt-users] how to move tickets to different queue?
In-Reply-To: <20100406131749.E7C962404B2@hipster.bestpractical.com>
Message-ID: <20100406134704.17E992405D3@hipster.bestpractical.com>

In continuation for the previous mail - for this purpose I got a small scrip


 

# Domains we want to move

my $domains = {};

 

my %domain_map = (

                   '[EMAIL PROTECTED]'        => "xxxx",

                   '[EMAIL PROTECTED]'        => "yyyy"

                );

 

#Check each of our defined domains for a match

foreach my $domainKey (keys %domain_map ){

if($self->TicketObj->RequestorAddresses =~ /^.*?${domainKey}/) {

    # Domain matches - move to the right queue

    #$self->TicketObj->SetQueue($domain_map{$domainKey});

     

$self->TicketObj->SetQueue(new_queue);

    }

}

 

 

I created a new global scrip for the new queue and put this under the custom
action field of the scrip. Can anyone put some light on this?

 

Thanks

Manohar

  _____  

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of H Manohar
Rayker
Sent: Tuesday, April 06, 2010 6:41 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] how to move tickets to different queue?

 

Hi,

 

How can I move a ticket to a different queue on the time of creation based
on the senders email domain?

 

For eg: 

 

myname at somedomain.com   tickets should be moved to new_queue

 

 

Thanks

Manohar

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From slackamp at gmail.com  Tue Apr  6 10:03:50 2010
From: slackamp at gmail.com (slamp slamp)
Date: Tue, 6 Apr 2010 10:03:50 -0400
Subject: [rt-users] CommandByEmail still broken?
Message-ID: <t2p78926d251004060703z9c90784es580988205f840b46@mail.gmail.com>

is anyone successfully using CommandByEmail? it still parses any word
plus a colon i.e. blah: . i am not a perl guy and would like
assisstance on how to make this extension parse only what we tell it
to via a configuration file for example.


From michael_ellis at umanitoba.ca  Tue Apr  6 11:51:10 2010
From: michael_ellis at umanitoba.ca (Michael Ellis)
Date: Tue, 06 Apr 2010 10:51:10 -0500
Subject: [rt-users] merge users(?)
In-Reply-To: <28151060.post@talk.nabble.com>
References: <28151060.post@talk.nabble.com>
Message-ID: <4BBB586E.3020603@umanitoba.ca>

There is a scrip that can do this:

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

You create a custom user field called othermail and populate it with the 
people you want to get the email. All, the other IBMers will be added as 
requestors whenever one of them requests. We've done this for some 
supervisors who want to keep an eye on all calls made by their staff.

-Mike

who else wrote:
> Hi,
> i am wondering whether the extension merge users will do what i need it to
> do... :-)
> Let's say, i have 15 users which are from ibm.com, and i want them to share
> the bugs they are going to submit, so each of them knows, which bugs have
> already submitted, so they do not send them in twice or more. Will this be
> the solution for this or is there another solution? I didn't catch the idea
> of canonicalize email either, the posts i found here are more like that the
> domainpart of the emailaddress is different, not the user. 
>
> So any insight will be truly appreciated.
>
> I assume, this is something, some of you might have already solved, i hope
> ...
>
> Thanks for sharing
>
> w_e
>
> RT 3.8.2, RTFM 2.4.1
>
>
>
>   



From ruslan.zakirov at gmail.com  Tue Apr  6 12:20:02 2010
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 6 Apr 2010 20:20:02 +0400
Subject: [rt-users] DBD::mysql::st execute failed: MySQL server has gone
	away
In-Reply-To: <43866E5F-66C7-4DFE-8754-4BF88A96E841@polkaspots.com>
References: <F9BF9B9D-823C-40E1-AFAB-903020CACE3E@polkaspots.com>
	<AE01FECD-742F-4596-9361-5D64BE74F858@polkaspots.com>
	<l2u589c94401004060359g8c867643x100c549c71413c5f@mail.gmail.com>
	<79E9FE8A-5D6E-41F7-8766-446905322126@polkaspots.com>
	<h2t589c94401004060740ubfd03509wd63e0cbca2b398ef@mail.gmail.com>
	<4B444430-5DC7-4603-A8D4-4CEF1EB9FB7A@polkaspots.com>
	<z2p589c94401004060804sa4ad6067p16172ef43715ff90@mail.gmail.com>
	<43866E5F-66C7-4DFE-8754-4BF88A96E841@polkaspots.com>
Message-ID: <u2k589c94401004060920r2564c3ddg5941afdbfeaba23f@mail.gmail.com>

Hello Simon.

It's a recently discovered problem in mod_perl2 that affects people in
some cases in a wierd way that is hard to debug.

I believe some of your templates are incorrect. Read logs you quoted.

On Tue, Apr 6, 2010 at 7:59 PM, Simon Morley | PolkaSpots
<simon at polkaspots.com> wrote:
> Ignore that last message, we've started getting the messages through. Not sure what was going on.
>
> Thanks again for the help!
>
> Out of interest, why did we need this patch?
>
> Simon
>


-- 
Best regards, Ruslan.


From bogey_63 at yahoo.com  Tue Apr  6 13:06:54 2010
From: bogey_63 at yahoo.com (who else)
Date: Tue, 6 Apr 2010 10:06:54 -0700 (PDT)
Subject: [rt-users] merge users(?)
In-Reply-To: <4BBB586E.3020603@umanitoba.ca>
References: <28151060.post@talk.nabble.com> <4BBB586E.3020603@umanitoba.ca>
Message-ID: <28154725.post@talk.nabble.com>


Hi,

thank you very much, i did everything as it was documented in the link you
quoted. Unfortunately, not a single user could see/modify this custom field,
although i tried every possible right for group/user etc, but this didn't
work out at all. I can only see the heading (custom field) but not the field
either, and i gave the user the right to see and modify this field. Even the
root user couldn't see this field...

:-(

Any help is truly appreciated.

Thank you.

w_e

ps: i feel, that the RT book is a little bit outdated on this one...



Michael Ellis-5 wrote:
> 
> There is a scrip that can do this:
> 
> http://wiki.bestpractical.com/view/AddRequestor
> 
> You create a custom user field called othermail and populate it with the 
> people you want to get the email. All, the other IBMers will be added as 
> requestors whenever one of them requests. We've done this for some 
> supervisors who want to keep an eye on all calls made by their staff.
> 
> -Mike
> 
> who else wrote:
>> Hi,
>> i am wondering whether the extension merge users will do what i need it
>> to
>> do... :-)
>> Let's say, i have 15 users which are from ibm.com, and i want them to
>> share
>> the bugs they are going to submit, so each of them knows, which bugs have
>> already submitted, so they do not send them in twice or more. Will this
>> be
>> the solution for this or is there another solution? I didn't catch the
>> idea
>> of canonicalize email either, the posts i found here are more like that
>> the
>> domainpart of the emailaddress is different, not the user. 
>>
>> So any insight will be truly appreciated.
>>
>> I assume, this is something, some of you might have already solved, i
>> hope
>> ...
>>
>> Thanks for sharing
>>
>> w_e
>>
>> RT 3.8.2, RTFM 2.4.1
>>
>>
>>
>>   
> 
> 
> 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/merge-users%28-%29-tp28151060p28154725.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From torsten.brumm at googlemail.com  Tue Apr  6 14:01:14 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Tue, 6 Apr 2010 20:01:14 +0200
Subject: [rt-users] Can a global scrip be disabled for a given queue?
In-Reply-To: <42f5c4431003261503n6742e966w3311521ea5aec325@mail.gmail.com>
References: <42f5c4431003261441k1fc3bacco74b5e7575978fb8e@mail.gmail.com>
	<26710.1269640084@malison.ait.iastate.edu>
	<42f5c4431003261503n6742e966w3311521ea5aec325@mail.gmail.com>
Message-ID: <s2ubdbd084b1004061101qe18702f4qa809ae196aeb1ab9@mail.gmail.com>

Hi Thierry,
you can also try this out:
http://github.com/tbrumm/RT-Extension-QueueDeactivatedScrips

Torsten

2010/3/26 Thierry Thelliez <thierry.thelliez.tech at gmail.com>

> John,
>
> That's a great idea.
>
> Could I just test the queue name?
>
> I am no that familiar with Perl/RT but could it be something like:
>
> return ($self->TicketObj->QueueObj->Id ne "MySpecialQueue");
>
> (How do you access the queue name?)
>
>
> Thierry
>
> On Fri, Mar 26, 2010 at 3:48 PM, John Hascall <john at iastate.edu> wrote:
> >
> > When I wanted to do a similar thing,
> > I found it easier to modify the global scrip (Custom Condition)
> > to recognize a special address in that field for the queue:
> >
> > return (($self->TransactionObj->Type eq "Correspond") &&
> >        ($self->TicketObj->QueueObj->CorrespondAddress() ne "NONE"));
> >
> >
> > John
> >
> >
> -------------------------------------------------------------------------------
> > John Hascall, john at iastate.edu
> > Team Lead, NIADS (Network Infrastructure, Authentication & Directory
> Services)
> > IT Services, The Iowa State University of Science and Technology
> >
> >> Hello,
> >>
> >> I have the requirements to not send notifications 'on correspond' to
> >> the requestors for a given queue (that's scrip #6). But I wish to keep
> >> it for other queues.
> >>
> >> Do I need to disable it (scrip fields > Stage >Disabled) and then
> >> recreate it locally for all the other queues?
> >>
> >>
> >>
> >> Thanks,
> >> Thierry
> >>
> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> Buy a copy at http://rtbook.bestpractical.com
> >>
> >
> >
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de
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From c_apotla at qualcomm.com  Tue Apr  6 13:59:25 2010
From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel)
Date: Tue, 6 Apr 2010 10:59:25 -0700
Subject: [rt-users] merge users(?)
In-Reply-To: <28154725.post@talk.nabble.com>
References: <28151060.post@talk.nabble.com>
	<4BBB586E.3020603@umanitoba.ca>,<28154725.post@talk.nabble.com>
Message-ID: <B8CF6A0DF94F2F4089443B2386DDE66701E56BECE3@NASANEXMB01.na.qualcomm.com>

Hi,

Have you given ModifyCustomfield right for requestor (or Everyone for that matter) in the GroupRights page of the Customfield?

-Ashish
________________________________________
From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of who else [bogey_63 at yahoo.com]
Sent: Tuesday, April 06, 2010 10:36 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] merge users(?)

Hi,

thank you very much, i did everything as it was documented in the link you
quoted. Unfortunately, not a single user could see/modify this custom field,
although i tried every possible right for group/user etc, but this didn't
work out at all. I can only see the heading (custom field) but not the field
either, and i gave the user the right to see and modify this field. Even the
root user couldn't see this field...

:-(

Any help is truly appreciated.

Thank you.

w_e

ps: i feel, that the RT book is a little bit outdated on this one...



Michael Ellis-5 wrote:
>
> There is a scrip that can do this:
>
> http://wiki.bestpractical.com/view/AddRequestor
>
> You create a custom user field called othermail and populate it with the
> people you want to get the email. All, the other IBMers will be added as
> requestors whenever one of them requests. We've done this for some
> supervisors who want to keep an eye on all calls made by their staff.
>
> -Mike
>
> who else wrote:
>> Hi,
>> i am wondering whether the extension merge users will do what i need it
>> to
>> do... :-)
>> Let's say, i have 15 users which are from ibm.com, and i want them to
>> share
>> the bugs they are going to submit, so each of them knows, which bugs have
>> already submitted, so they do not send them in twice or more. Will this
>> be
>> the solution for this or is there another solution? I didn't catch the
>> idea
>> of canonicalize email either, the posts i found here are more like that
>> the
>> domainpart of the emailaddress is different, not the user.
>>
>> So any insight will be truly appreciated.
>>
>> I assume, this is something, some of you might have already solved, i
>> hope
>> ...
>>
>> Thanks for sharing
>>
>> w_e
>>
>> RT 3.8.2, RTFM 2.4.1
>>
>>
>>
>>
>
>
> 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/merge-users%28-%29-tp28151060p28154725.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

From thierry.thelliez.tech at gmail.com  Tue Apr  6 17:31:25 2010
From: thierry.thelliez.tech at gmail.com (Thierry Thelliez)
Date: Tue, 6 Apr 2010 15:31:25 -0600
Subject: [rt-users] Found a missing translation call
Message-ID: <p2j42f5c4431004061431i9296f9ddz20d96f3cb3406c8a@mail.gmail.com>

I think that the Elements/PageLayout line 159 (RT 3.8.7):

      <a href="<%RT->Config->Get('WebPath')%>/<%$type->{$action}->{'path'}%>"<%
$type->{$action}->{class} && ' class="'.$type->{$action}->{class}.'"'
|n %><% $type->{$action}->{id} && ' id="'.$type->{$action}->{id}.'"'
|n %>><%$type->{$action}->{'title'}%></a>


should be:

      <a href="<%RT->Config->Get('WebPath')%>/<%$type->{$action}->{'path'}%>"<%
$type->{$action}->{class} && ' class="'.$type->{$action}->{class}.'"'
|n %><% $type->{$action}->{id} && ' id="'.$type->{$action}->{id}.'"'
|n %>><&|/l&><%$type->{$action}->{'title'}%></&></a>


to get the tags translated.



Thierry


From thierry.thelliez.tech at gmail.com  Tue Apr  6 18:05:29 2010
From: thierry.thelliez.tech at gmail.com (Thierry Thelliez)
Date: Tue, 6 Apr 2010 16:05:29 -0600
Subject: [rt-users] Can a global scrip be disabled for a given queue?
In-Reply-To: <s2ubdbd084b1004061101qe18702f4qa809ae196aeb1ab9@mail.gmail.com>
References: <42f5c4431003261441k1fc3bacco74b5e7575978fb8e@mail.gmail.com>
	<26710.1269640084@malison.ait.iastate.edu>
	<42f5c4431003261503n6742e966w3311521ea5aec325@mail.gmail.com>
	<s2ubdbd084b1004061101qe18702f4qa809ae196aeb1ab9@mail.gmail.com>
Message-ID: <z2r42f5c4431004061505v4fd0fb4btf20020017807c03e@mail.gmail.com>

This looks great!

For now I am using John's suggestion, but I will give it a try later.



Thanks,
Thierry


From bogey_63 at yahoo.com  Wed Apr  7 01:06:38 2010
From: bogey_63 at yahoo.com (who else)
Date: Tue, 6 Apr 2010 22:06:38 -0700 (PDT)
Subject: [rt-users] merge users(?)
In-Reply-To: <B8CF6A0DF94F2F4089443B2386DDE66701E56BECE3@NASANEXMB01.na.qualcomm.com>
References: <28151060.post@talk.nabble.com> <4BBB586E.3020603@umanitoba.ca>
	<28154725.post@talk.nabble.com>
	<B8CF6A0DF94F2F4089443B2386DDE66701E56BECE3@NASANEXMB01.na.qualcomm.com>
Message-ID: <28160576.post@talk.nabble.com>


Hi,
yes, i did, i gave the see/modify right to every staff member and also to
every group. But this didn't work. It doesn't matter at all, which rights
the user/group has, i can only see the headline (custom fields) and nothing
below. Like there isn't any custom field... ;-(

Please correct me, if i am incorrect:

The staff members need the right to See and to Modify the customfield. This
is, what i have done. Whether i give the rights to the group and/or to the
user doesn't matter. Is there any other setting, where i can make sure, that
custom fields are being shown?

RT3.8.2, RTFM 2.4.1

Thanks
w_e



Potla, Ashish Bassaliel wrote:
> 
> Hi,
> 
> Have you given ModifyCustomfield right for requestor (or Everyone for that
> matter) in the GroupRights page of the Customfield?
> 
> -Ashish
> 
-- 
View this message in context: http://old.nabble.com/merge-users%28-%29-tp28151060p28160576.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From manohar.r at glowtouch.com  Wed Apr  7 01:51:20 2010
From: manohar.r at glowtouch.com (H Manohar Rayker)
Date: Wed, 7 Apr 2010 11:21:20 +0530
Subject: [rt-users] how to move tickets to different queue?
In-Reply-To: <4BBB3887.9050909@vialtus.com>
Message-ID: <20100407055817.9764724055F@hipster.bestpractical.com>

Thank You very much Roy, this thing worked.

-----Original Message-----
From: Raed El-Hames [mailto:rfh at vialtus.com] 
Sent: Tuesday, April 06, 2010 7:05 PM
To: H Manohar Rayker
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] how to move tickets to different queue?

Manohar;

Global or queue scrip ;
condition : On Create
action: User defined
Custom action preparation code:
    return 1;
Custom action cleanup code: 
if ($self->TicketObj->RequestorAddresses =~  /myname\@somedomain\.com 
<mailto:myname at somedomain.com>/ ) {
   $self->TicketObj->SetQueue('new_queue');
   return 1;
}
return undef;

Regards;
Roy


H Manohar Rayker wrote:
>
> Hi,
>
>  
>
> How can I move a ticket to a different queue on the time of creation 
> based on the senders email domain?
>
>  
>
> For eg:
>
>  
>
> myname at somedomain.com <mailto:myname at somedomain.com>   tickets should 
> be moved to new_queue
>
>  
>
>  
>
> Thanks
>
> Manohar
>



From Mike.Johnson at NorMed.ca  Wed Apr  7 09:09:01 2010
From: Mike.Johnson at NorMed.ca (Mike Johnson)
Date: Wed, 07 Apr 2010 09:09:01 -0400
Subject: [rt-users] Configuration Changes Log??
Message-ID: <4BBC4C6C.4EF5.001E.0@NorMed.ca>

Greetings,

Is there any sort of log I can turn on to find out which user OR if the system is magically removing scrips from a queue?

I have about 6 users and nobody seems to be saying they did it.... so my only resort is... 1 remove everyone's access... or 2 log and catch whoever it is....

Thoughts?

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




From koen.vanimpe at belnet.be  Wed Apr  7 10:19:58 2010
From: koen.vanimpe at belnet.be (Koen Van Impe)
Date: Wed, 07 Apr 2010 16:19:58 +0200
Subject: [rt-users] Slow RTIR - SOLVED
In-Reply-To: <20100329202133.GK16325@bestpractical.com>
References: <4BAE5C4E.6090405@belnet.be>
	<20100329202133.GK16325@bestpractical.com>
Message-ID: <4BBC948E.1050908@belnet.be>

On 29/03/10 22:21, Jesse Vincent wrote:
> 
> 
> 
> On Sat, Mar 27, 2010 at 08:28:14PM +0100, Koen Van Impe wrote:
>> Hello,
>> 
>> We run RT 3.8.4 on Ubuntu 9.04 (mysql 5.0.75). RTIR is working fine
>> with decent speed (some 4000 tickets in the queue). Unfortunately
>> when we click on the "Lookup" link next to an IP, RT just stalls.

[...]

> Those are user sessions. There's something _earlier_ that's causing
> your blocking problem. What was the last "real" query in the log?
> (Also, 3.8.7, should fix a bunch of issues related to performance.
> You'll also want to be current on RTIR).

The problem was solved by upgrading to RT 3.8.7.

Thanks for the feedback,

koen

-- 
Koen Van Impe - BELNET CERT
koen.vanimpe at belnet.be
PGP Key Id 0xED12AD79
Contact: http://cert.belnet.be/


From john at iastate.edu  Wed Apr  7 10:24:46 2010
From: john at iastate.edu (John Hascall)
Date: Wed, 07 Apr 2010 09:24:46 CDT
Subject: [rt-users] Too many tickets in queue?
Message-ID: <5054.1270650286@malison.ait.iastate.edu>


I received a query from one of our users who
is seeing tickets backing up in their queue
because they are not able to handle the volume
at present and he is wondering if there is a
point where that volume will adversely impact
the perforance of RT.  I'm thinking that
number must be very large, but I'm wondering
if anyone has any more concrete experience.

Thanks,
John

-------------------------------------------------------------------------------
John Hascall, john at iastate.edu
Team Lead, NIADS (Network Infrastructure, Authentication & Directory Services)
IT Services, The Iowa State University of Science and Technology


From jesse at bestpractical.com  Wed Apr  7 11:53:35 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 7 Apr 2010 11:53:35 -0400
Subject: [rt-users] Too many tickets in queue?
In-Reply-To: <5054.1270650286@malison.ait.iastate.edu>
References: <5054.1270650286@malison.ait.iastate.edu>
Message-ID: <20100407155335.GC29044@bestpractical.com>




On Wed  7.Apr'10 at  9:24:46 -0500, John Hascall wrote:
> 
> I received a query from one of our users who
> is seeing tickets backing up in their queue
> because they are not able to handle the volume
> at present and he is wondering if there is a
> point where that volume will adversely impact
> the perforance of RT.  I'm thinking that
> number must be very large, but I'm wondering
> if anyone has any more concrete experience.

The largest RT I know about does between 40,000 and 70,000 tickets per
day. They do shred historical tickets, lest they end up with tens of
millions of tickets per year in their production database.

At any change in database scale, you'll be looking at doing some tuning
to keep your DB running fast and efficient.

-Jesse
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From falcone at bestpractical.com  Wed Apr  7 12:12:32 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 7 Apr 2010 12:12:32 -0400
Subject: [rt-users] merge users(?)
In-Reply-To: <28160576.post@talk.nabble.com>
References: <28151060.post@talk.nabble.com> <4BBB586E.3020603@umanitoba.ca>
	<28154725.post@talk.nabble.com>
	<B8CF6A0DF94F2F4089443B2386DDE66701E56BECE3@NASANEXMB01.na.qualcomm.com>
	<28160576.post@talk.nabble.com>
Message-ID: <20100407161232.GE713@jibsheet.com>

On Tue, Apr 06, 2010 at 10:06:38PM -0700, who else wrote:
> 
> Hi,
> yes, i did, i gave the see/modify right to every staff member and also to
> every group. But this didn't work. It doesn't matter at all, which rights
> the user/group has, i can only see the headline (custom fields) and nothing
> below. Like there isn't any custom field... ;-(
> 
> Please correct me, if i am incorrect:
> 
> The staff members need the right to See and to Modify the customfield. This
> is, what i have done. Whether i give the rights to the group and/or to the
> user doesn't matter. Is there any other setting, where i can make sure, that
> custom fields are being shown?

Sounds like you didn't Apply the custom fields (either to a queue from
the Custom Field editing page or Globally from Global -> Custom
Fields)

-kevin

> 
> Potla, Ashish Bassaliel wrote:
> > 
> > Hi,
> > 
> > Have you given ModifyCustomfield right for requestor (or Everyone for that
> > matter) in the GroupRights page of the Customfield?
> > 
> > -Ashish
> > 
> -- 
> View this message in context: http://old.nabble.com/merge-users%28-%29-tp28151060p28160576.html
> Sent from the Request Tracker - User mailing list archive at Nabble.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 bogey_63 at yahoo.com  Wed Apr  7 12:50:59 2010
From: bogey_63 at yahoo.com (who else)
Date: Wed, 7 Apr 2010 09:50:59 -0700 (PDT)
Subject: [rt-users] merge users(?)
In-Reply-To: <20100407161232.GE713@jibsheet.com>
References: <28151060.post@talk.nabble.com> <4BBB586E.3020603@umanitoba.ca>
	<28154725.post@talk.nabble.com>
	<B8CF6A0DF94F2F4089443B2386DDE66701E56BECE3@NASANEXMB01.na.qualcomm.com>
	<28160576.post@talk.nabble.com> <20100407161232.GE713@jibsheet.com>
Message-ID: <28167750.post@talk.nabble.com>




Kevin Falcone-2 wrote:
> 
> On Tue, Apr 06, 2010 at 10:06:38PM -0700, who else wrote:
>> 
>> Hi,
>> yes, i did, i gave the see/modify right to every staff member and also to
>> every group. But this didn't work. It doesn't matter at all, which rights
>> the user/group has, i can only see the headline (custom fields) and
>> nothing
>> below. Like there isn't any custom field... ;-(
>> 
>> Please correct me, if i am incorrect:
>> 
>> The staff members need the right to See and to Modify the customfield.
>> This
>> is, what i have done. Whether i give the rights to the group and/or to
>> the
>> user doesn't matter. Is there any other setting, where i can make sure,
>> that
>> custom fields are being shown?
> 
> Sounds like you didn't Apply the custom fields (either to a queue from
> the Custom Field editing page or Globally from Global -> Custom
> Fields)
> 
> -kevin
> 
> 

Thank you, this did the trick. I didn't realize, i would have to set the
field to global as well.

Best

w_e
-- 
View this message in context: http://old.nabble.com/merge-users%28-%29-tp28151060p28167750.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From mmcgrath at carthage.edu  Wed Apr  7 15:14:07 2010
From: mmcgrath at carthage.edu (Max McGrath)
Date: Wed, 7 Apr 2010 14:14:07 -0500
Subject: [rt-users] Ticket Templates
Message-ID: <w2r6b011ab81004071214ue60e082en1974db05c9fb2e96@mail.gmail.com>

Quick Question.

I am running RT 3.8.7 on Ubuntu 9.10.

Is there anyway to do ticket templates?

Basically, looking to have an easy way to create a resolved ticket
instantly.

In the beginning of the year we constantly have to help students setup
wireless for their room.  Ideally, we would like to be able to track
everyone we help.  So, I guess it'd be nice if we could just have a "I
helped <insert name> setup wireless on their <insert OS> <insert device
type>"; i.e., I helped Max McGrath setup wireless on their Windows 7 Laptop.

I know their is the Quick Ticket function, but that does not seem to work
when requiring custom fields to be filled in.

Thanks!

Max
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath at carthage.edu
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From torsten.brumm at googlemail.com  Wed Apr  7 16:49:36 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Wed, 7 Apr 2010 22:49:36 +0200
Subject: [rt-users] Too many tickets in queue?
In-Reply-To: <5054.1270650286@malison.ait.iastate.edu>
References: <5054.1270650286@malison.ait.iastate.edu>
Message-ID: <x2gbdbd084b1004071349x19c6f139ua56ef3a337b8b66a@mail.gmail.com>

Hi John,
sounds strange. about how many ticket inside this queue we talk? We have
some queues with more then 30.000 Tickets status new and the users are
easily able to handle this?

Another Question: How does the user settings looks like for searchresults?
Possibly set to unlimit per page? Then the page load can take a fucking long
time.

Torsten

2010/4/7 John Hascall <john at iastate.edu>

>
> I received a query from one of our users who
> is seeing tickets backing up in their queue
> because they are not able to handle the volume
> at present and he is wondering if there is a
> point where that volume will adversely impact
> the perforance of RT.  I'm thinking that
> number must be very large, but I'm wondering
> if anyone has any more concrete experience.
>
> Thanks,
> John
>
>
> -------------------------------------------------------------------------------
> John Hascall, john at iastate.edu
> Team Lead, NIADS (Network Infrastructure, Authentication & Directory
> Services)
> IT Services, The Iowa State University of Science and Technology
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de
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From torsten.brumm at googlemail.com  Wed Apr  7 16:50:53 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Wed, 7 Apr 2010 22:50:53 +0200
Subject: [rt-users] Ticket Templates
In-Reply-To: <w2r6b011ab81004071214ue60e082en1974db05c9fb2e96@mail.gmail.com>
References: <w2r6b011ab81004071214ue60e082en1974db05c9fb2e96@mail.gmail.com>
Message-ID: <v2ybdbd084b1004071350gcfe9c37ft6cf83072b1c68aec@mail.gmail.com>

Check out RTFM with RTFM-ArticleTemplates Module, this should be the best
solution

Torsten

2010/4/7 Max McGrath <mmcgrath at carthage.edu>

> Quick Question.
>
> I am running RT 3.8.7 on Ubuntu 9.10.
>
> Is there anyway to do ticket templates?
>
> Basically, looking to have an easy way to create a resolved ticket
> instantly.
>
> In the beginning of the year we constantly have to help students setup
> wireless for their room.  Ideally, we would like to be able to track
> everyone we help.  So, I guess it'd be nice if we could just have a "I
> helped <insert name> setup wireless on their <insert OS> <insert device
> type>"; i.e., I helped Max McGrath setup wireless on their Windows 7 Laptop.
>
> I know their is the Quick Ticket function, but that does not seem to work
> when requiring custom fields to be filled in.
>
> Thanks!
>
> Max
> --
> Max McGrath
> Asst. Network Admin/Systems Specialist
> Carthage College
> 262-552-5512
> mmcgrath at carthage.edu
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de
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From Vitaly.Tskhovrebov at exigenservices.com  Thu Apr  8 08:53:33 2010
From: Vitaly.Tskhovrebov at exigenservices.com (Vitaly Tskhovrebov)
Date: Thu, 8 Apr 2010 16:53:33 +0400
Subject: [rt-users] Escalate dialog modification
Message-ID: <B6C4EB6BB2F4654C835D1F7319E4E6742B814DE77A@SPBEX03.internal.corp>

Hey guys,

 

I would like to have a chance to choose not only queue, but a responsible
person too  when escalating ticket on Display page. What should I do to make
such option live?

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From kirby at umbc.edu  Thu Apr  8 09:08:22 2010
From: kirby at umbc.edu (Joe Kirby)
Date: Thu, 08 Apr 2010 09:08:22 -0400
Subject: [rt-users] Using Reply option with manually entered cc
Message-ID: <4BBDD546.7020009@umbc.edu>

We just upgrade to Rt 3.87 on 4/6/2010 and it is really going well.

A problem has been brought to my attention that I cannot verify was 
there prior to the upgrade

When someone does a Reply from within the ticket, or reply to the ticket 
from their email client, the email to someone added manually as a cc is 
not being sent, recorded, etc.

Is this in the config options perhaps and I am just missing it.

Thanks in advance

Joe


From Troppmann_Tobias at emc.com  Thu Apr  8 08:55:10 2010
From: Troppmann_Tobias at emc.com (Troppmann_Tobias at emc.com)
Date: Thu, 8 Apr 2010 08:55:10 -0400
Subject: [rt-users] Winmail.dat attachment problem
Message-ID: <3550BF235161474388BA4EFFD4107987022F0014@CORPUSMX100A.corp.emc.com>

Hi all, 

 

I have a problem with Outlook Emails and the winmail.dat attachments. Basically all our Emails send from Outlook to RT 

are having the winmail.dat attached with all the original attachments in it. 

 

The problem is, that we can only access the original attachments (files, pictures, doc ...) using an external winmal opener like

"Winmail Opener". 

 

How can  I configure RT or fetchmail to get out the attachments from the winmail.dat to have them in the history of the tickets?

Is this a normal behaviour of RT or do I have a misconfiguration in the system?

 

Here is our system:

-          Ubuntu 

-          RT version 3.8.7

-          using fetchmail to get emails from our POP3

? config line is:

# .fetchmailrc

       poll XXX proto pop3:

       username XXX password XXX mda "/opt/rt3/bin/rt-mailgate --url http://localhost --queue General --action correspond"

username XXX password XXX mda "/opt/rt3/bin/rt-mailgate --url http://localhost --queue General --action comment"  

 

Does anyone know who to handle that problem?

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From jrummel at imapp.com  Thu Apr  8 09:39:32 2010
From: jrummel at imapp.com (Jonathan Rummel)
Date: Thu, 8 Apr 2010 06:39:32 -0700 (PDT)
Subject: [rt-users]  Priority in a Template
Message-ID: <28178696.post@talk.nabble.com>


Hi All,

I have a template I use with a scrip that uses a "Create Tickets" action. 
It creates child tickets.  I want to pass the Priority of the parent ticket
through to the child ticket, and can't seem to figure it out.  I tried the
following:

===Create-Ticket: codereview
Subject: {$Tickets{'TOP'}->Subject}
Depended-On-By: {$Tickets{'TOP'}->Id()}
Owner: user
Requestor: {$Tickets{'TOP'}->Creator}
Priority: {$Tickets{'TOP'}->Priority}
Queue: Queue 1
Content: This is a child ticket automatically created from ticket
#{$Tickets{'TOP'}->Id()}.
ENDOFCONTENT

Everything there works except the Priority line.  Anyone know what I'm doing
wrong?

Thanks!
Jonathan
-- 
View this message in context: http://old.nabble.com/Priority-in-a-Template-tp28178696p28178696.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From Richard at widexs.nl  Thu Apr  8 09:40:59 2010
From: Richard at widexs.nl (Richard Pijnenburg)
Date: Thu, 8 Apr 2010 15:40:59 +0200
Subject: [rt-users] Customfield question
In-Reply-To: <t2ie9f825501003311243lf0fb4caeu66019f94bef202c7@mail.gmail.com>
References: <AcrQsW0x6jbq1s32THKTn8iCuNwbWQ==>
	<87458E9581E41E4F8FFD60620074085604B57BDB@mail01.widexs.local>
	<t2ie9f825501003311243lf0fb4caeu66019f94bef202c7@mail.gmail.com>
Message-ID: <87458E9581E41E4F8FFD60620074085604B57EA9@mail01.widexs.local>

Hi Kenneth,

 

I'm still busy with this thing and still don't have much luck.

 

For as far as I can see I first need to find out if the current user is
privileged or nonpriviliged.

Sounds simple I think?

 

After that 

If the user is privileged, use the first requestor and get the value of
a custom field called "Customer ID".

If the user is non privileged then get the custom field called "Customer
ID" from the user it self.

 

Does anyone have an idea on this?

 

Met vriendelijke groet / With kind regards,

Richard Pijnenburg 
Changes and Incident Coordinator

WideXS                                  http://www.widexs.nl
<http://www.widexs.nl/> 
Tel +31 (0)20 7570780              Fax +31 (0)20 6116302
Zekeringstraat 43,                    1014 BV Amsterdam, NL

 

From: Kenneth Crocker [mailto:kfcrocker at lbl.gov] 
Sent: Wednesday, March 31, 2010 9:43 PM
To: Richard Pijnenburg
Subject: Re: [rt-users] Customfield question

 

Richard,

Use the Customer Number as the "Category" for that Custom Field. Then,
create another Custom Field that is just the Customer Number and link
that number to the category of the original Custom Field.

just a thought. Hope it helps.

Kenn
LBNL

On Wed, Mar 31, 2010 at 2:06 AM, Richard Pijnenburg <Richard at widexs.nl>
wrote:

Dear List,

 

I've got a maybe strange question for the custom fields.

I have 1 custom field with the user details of our customer with his
Customer Number.

Now I would like to populate a custom field dropdown menu with data from
an external source.

This external source needs that Customer number to get his products.

This way the customer can select his product where he has a question
about.

 

Is this even remotely possible?

 

Met vriendelijke groet / With kind regards,

Richard Pijnenburg 
Changes and Incident Coordinator

WideXS                                  http://www.widexs.nl
<http://www.widexs.nl/> 
Tel +31 (0)20 7570780              Fax +31 (0)20 6116302
Zekeringstraat 43,                    1014 BV Amsterdam, NL

 



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  Thu Apr  8 11:35:35 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 8 Apr 2010 17:35:35 +0200
Subject: [rt-users] Winmail.dat attachment problem
In-Reply-To: <3550BF235161474388BA4EFFD4107987022F0014@CORPUSMX100A.corp.emc.com>
References: <3550BF235161474388BA4EFFD4107987022F0014@CORPUSMX100A.corp.emc.com>
Message-ID: <20100408153534.GI14101@easter-eggs.com>

On Thu, Apr 08, 2010 at 08:55:10AM -0400, Troppmann_Tobias at emc.com wrote:
> Hi all, 
> 
>  
> 
> I have a problem with Outlook Emails and the winmail.dat attachments. Basically all our Emails send from Outlook to RT 
> 
> are having the winmail.dat attached with all the original attachments in it. 
> 
>  
> 
> The problem is, that we can only access the original attachments (files, pictures, doc ...) using an external winmal opener like
> 
> "Winmail Opener". 
> 
>  
> 
> How can  I configure RT or fetchmail to get out the attachments from the winmail.dat to have them in the history of the tickets?
> 
> Is this a normal behaviour of RT or do I have a misconfiguration in the system?
> 
>  


- you can try to use perl TNEF module to convert those emails before
  entering RT (pipe the mail to such script before rt-mailgate)
- you can configure outlook to not send tnef attachements!
- you can write an RT Extension to decode winmail.dat and provide
  original names with links on the ticket display page



From dominic.hargreaves at oucs.ox.ac.uk  Thu Apr  8 11:41:06 2010
From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves)
Date: Thu, 8 Apr 2010 16:41:06 +0100
Subject: [rt-users] Next 3.8 release date?
Message-ID: <20100408154105.GI20325@gunboat-diplomat.oucs.ox.ac.uk>

Hi,

I wondered if there were any plans for another stable release of 
3.8-trunk. The particular issue that I'd be interested in seeing fixed
is described in

http://lists.bestpractical.com/pipermail/rt-users/2010-January/063328.html

but also knowledge of general plans will be useful when preparing
Debian packages in the light of the upcoming freeze.

Thanks,
Dominic.

-- 
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford
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From falcone at bestpractical.com  Thu Apr  8 12:00:20 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 8 Apr 2010 12:00:20 -0400
Subject: [rt-users] Next 3.8 release date?
In-Reply-To: <20100408154105.GI20325@gunboat-diplomat.oucs.ox.ac.uk>
References: <20100408154105.GI20325@gunboat-diplomat.oucs.ox.ac.uk>
Message-ID: <20100408160020.GF713@jibsheet.com>

On Thu, Apr 08, 2010 at 04:41:06PM +0100, Dominic Hargreaves wrote:
> Hi,
> 
> I wondered if there were any plans for another stable release of 
> 3.8-trunk. The particular issue that I'd be interested in seeing fixed
> is described in
> 
> http://lists.bestpractical.com/pipermail/rt-users/2010-January/063328.html
> 
> but also knowledge of general plans will be useful when preparing
> Debian packages in the light of the upcoming freeze.

You probably want to track the 3.8.8-releng branch
There are a few last blockers remaining before we can consider an rc,
but people are working on them

-kevin
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From dominic.hargreaves at oucs.ox.ac.uk  Thu Apr  8 12:02:58 2010
From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves)
Date: Thu, 8 Apr 2010 17:02:58 +0100
Subject: [rt-users] Next 3.8 release date?
In-Reply-To: <20100408160020.GF713@jibsheet.com>
References: <20100408154105.GI20325@gunboat-diplomat.oucs.ox.ac.uk>
	<20100408160020.GF713@jibsheet.com>
Message-ID: <20100408160258.GK20325@gunboat-diplomat.oucs.ox.ac.uk>

On Thu, Apr 08, 2010 at 12:00:20PM -0400, Kevin Falcone wrote:

> You probably want to track the 3.8.8-releng branch
> There are a few last blockers remaining before we can consider an rc,
> but people are working on them

Thanks Kevin, that's very useful.

Dominic.

-- 
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford
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From dallas at craigslist.org  Thu Apr  8 18:53:48 2010
From: dallas at craigslist.org (Dallas Wisehaupt)
Date: Thu, 8 Apr 2010 15:53:48 -0700 (PDT)
Subject: [rt-users] search and merged tickets
Message-ID: <alpine.LNX.2.00.1004081538590.21866@h1o.9ave.craigslist.org>

We have a set of tickets where data has been merged instead of
replicated and duplicate tickets closed or deleted. Now I think we are
running into an issue.

When a ticket is merged, its subject and content lines are popped into
the stream of the new ticket. However, it appears that they are no
longer searchable. Whether attempting to search on subject or even
content, I haven't been able to find a way to do this type of search
successfully.

Has anyone else seen this or have a workaround/fix?

Dallas

(running RT 3.8.6)


From ckacoroski at nsd.org  Thu Apr  8 19:28:59 2010
From: ckacoroski at nsd.org (Ski Kacoroski)
Date: Thu, 08 Apr 2010 16:28:59 -0700
Subject: [rt-users] Web reply form show status dropdown for non-privileged
	users
Message-ID: <4BBE66BB.8020006@nsd.org>

Hi,

When my non-privileged users use the web to add content to a ticket they 
see a drop down box to change the ticket status.  If they choose this 
they get a permission error when saving the ticket (good because they 
should not be able to change the status).  What can I do to stop this 
box from showing up.  The rights are:

For their queue: CreateTicket, SeeQueue, ShowTicket

Globally:
Everyone: ModifySelf, ReplyToTicket
Requestor: ShowTicket

cheers,

ski

-- 
"When we try to pick out anything by itself, we find it
  connected to the entire universe"            John Muir

Chris "Ski" Kacoroski, ckacoroski at nsd.org, 206-501-9803
or ski98033 on most IM services


From n.chrysandreas at albourne.com  Fri Apr  9 03:05:21 2010
From: n.chrysandreas at albourne.com (Nikolas Chrysandreas)
Date: Fri, 9 Apr 2010 07:05:21 +0000 (GMT)
Subject: [rt-users] Auto of office replies
Message-ID: <4635942.453901270796721014.JavaMail.root@mail-nic-00.intern.albourne.com>

Hi all,

I have an application the generates reports and sends to my users.
The "reply to" address in the emails is a distribution list that points to one of my RT queues.
When uses are out of office and have the auto reply turned on, their reply is sent to the distribution list that passes the email to all it's members, thus an auto generated email lands to my RT system (3.8.5).
My problem is that although RT filters any auto generated (header has "Auto-Submitted: auto-replied" and "Precedence: bulk") incoming messages send directly to the queue's email, when sent via the distribution list the messages pass into the queue and create new tickets.

Has anyone else had a similar problem or knows the cause of this? Is there a fix for this or do I have to bare with the unwanted tickets?


Kind Regards
Nik 


From Vitaly.Tskhovrebov at exigenservices.com  Fri Apr  9 05:08:02 2010
From: Vitaly.Tskhovrebov at exigenservices.com (Vitaly Tskhovrebov)
Date: Fri, 9 Apr 2010 13:08:02 +0400
Subject: [rt-users] rt emailing extra line breaks
Message-ID: <B6C4EB6BB2F4654C835D1F7319E4E6742B814DEA54@SPBEX03.internal.corp>

We're doing a lot of emailing through RT. So we have an issue, when
quotation has much more line breakes, then in original letters. It seems
like RT doing s/\n/\n\n/ every time. I.e.:

From: me
To: him
Subject: [RT #1] some ticket

Some text here
And here
And here again


If answer this message, we receive from RT like that:

From: him
To: me
Subject: RE: [RT #1] some ticket

Here's an answer
And more of the words

---Original Message---
From: me

To: him

Subject: [RT #1] some ticket


Some text here

And here

And here again
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From bjoern.schulz at desy.de  Fri Apr  9 05:49:34 2010
From: bjoern.schulz at desy.de (Bjoern Schulz)
Date: Fri, 09 Apr 2010 11:49:34 +0200
Subject: [rt-users] rt-mailgate: change timeout default
Message-ID: <4BBEF82E.3080600@desy.de>

Hi RT Users,

I try to change the rt-mailgate timeout default without changing the source?

I don't find this in RT_Config.

Any hints or suggestions?

Best regards,
   Bj?rn


From koen.vanimpe at belnet.be  Fri Apr  9 07:58:37 2010
From: koen.vanimpe at belnet.be (Koen Van Impe)
Date: Fri, 09 Apr 2010 13:58:37 +0200
Subject: [rt-users] Reporting returning 0s in RTIR
Message-ID: <4BBF166D.5030501@belnet.be>

Hello,

We run RT 3.8.7 with RTIR 2.4.3 on Ubuntu 9.04.

In the 'old' (v1) versions of RTIR there was a reporting tool (periodic
report) that returned the number of incidents per category for a given
period.
The reporting tool still seems to exist in RTIR 2.4.3
(RTIR\Tools\Reporting) but no matter what time frame we select, the
number of "new reports, resolved or unresolved" remains 0. Also the
different categories for the 'Incident reports received' remains 0. The
only number that seems to change is "outstanding reports at the
beginning of this period".

Does anyone has a clue where I should start looking why the reporting
doesn't return the expected data?

Thanks for the help,

Koen

-- 
Koen Van Impe - BELNET CERT
koen.vanimpe at belnet.be
PGP Key Id 0xED12AD79
Contact: http://cert.belnet.be/

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From torsten.brumm at googlemail.com  Fri Apr  9 08:13:31 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Fri, 9 Apr 2010 14:13:31 +0200
Subject: [rt-users] rt-mailgate: change timeout default
In-Reply-To: <4BBEF82E.3080600@desy.de>
References: <4BBEF82E.3080600@desy.de>
Message-ID: <x2tbdbd084b1004090513j3ffa27c9r8d353bb46581b3b8@mail.gmail.com>

Hi Bj?rn,
try at the mailgate command: --timeout=seconds

Torsten

2010/4/9 Bjoern Schulz <bjoern.schulz at desy.de>

> Hi RT Users,
>
> I try to change the rt-mailgate timeout default without changing the
> source?
>
> I don't find this in RT_Config.
>
> Any hints or suggestions?
>
> Best regards,
>  Bj?rn
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de
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From bjoern.schulz at desy.de  Fri Apr  9 08:43:48 2010
From: bjoern.schulz at desy.de (Bjoern Schulz)
Date: Fri, 09 Apr 2010 14:43:48 +0200
Subject: [rt-users] rt-mailgate: change timeout default
In-Reply-To: <x2tbdbd084b1004090513j3ffa27c9r8d353bb46581b3b8@mail.gmail.com>
References: <4BBEF82E.3080600@desy.de>
	<x2tbdbd084b1004090513j3ffa27c9r8d353bb46581b3b8@mail.gmail.com>
Message-ID: <4BBF2104.7070801@desy.de>

Hi Torsten,

Am 09.04.2010 14:13, schrieb Torsten Brumm:
> Hi Bj?rn,
> try at the mailgate command: --timeout=seconds

I know that, but I like to change the default (180s to 360s) ;-)
I don't like to change all my procmail rc's...

Sch?nes Wochenende und geniesse das feine Wetter in Hamburg,
   Bj?rn


From torsten.brumm at googlemail.com  Fri Apr  9 08:56:33 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Fri, 9 Apr 2010 14:56:33 +0200
Subject: [rt-users] rt-mailgate: change timeout default
In-Reply-To: <4BBF2104.7070801@desy.de>
References: <4BBEF82E.3080600@desy.de>
	<x2tbdbd084b1004090513j3ffa27c9r8d353bb46581b3b8@mail.gmail.com>
	<4BBF2104.7070801@desy.de>
Message-ID: <m2ibdbd084b1004090556y137e291ate45928ae130621c0@mail.gmail.com>

OK, open rt-mailgate and navigate to:

127 $ua->timeout( exists( $opts{'timeout'} )? $opts{'timeout'}: 180 );
128 my $r = $ua->post( $full_url, \%args, Content_Type => 'form-data' );
129 check_failure($r);

i think here you can change this for your slow postfix ;-)

Sch?nes Wochenende

Torsten

2010/4/9 Bjoern Schulz <bjoern.schulz at desy.de>

> Hi Torsten,
>
> Am 09.04.2010 14:13, schrieb Torsten Brumm:
>
>  Hi Bj?rn,
>> try at the mailgate command: --timeout=seconds
>>
>
> I know that, but I like to change the default (180s to 360s) ;-)
> I don't like to change all my procmail rc's...
>
> Sch?nes Wochenende und geniesse das feine Wetter in Hamburg,
>  Bj?rn
>



-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de
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From bjoern.schulz at desy.de  Fri Apr  9 09:19:57 2010
From: bjoern.schulz at desy.de (Bjoern Schulz)
Date: Fri, 09 Apr 2010 15:19:57 +0200
Subject: [rt-users] rt-mailgate: change timeout default
In-Reply-To: <m2ibdbd084b1004090556y137e291ate45928ae130621c0@mail.gmail.com>
References: <4BBEF82E.3080600@desy.de>	
	<x2tbdbd084b1004090513j3ffa27c9r8d353bb46581b3b8@mail.gmail.com>	
	<4BBF2104.7070801@desy.de>
	<m2ibdbd084b1004090556y137e291ate45928ae130621c0@mail.gmail.com>
Message-ID: <4BBF297D.7030604@desy.de>

Hi Exim-Guy!

Am 09.04.2010 14:56, schrieb Torsten Brumm:
> OK, open rt-mailgate and navigate to:
>
> 127 $ua->timeout( exists( $opts{'timeout'} )? $opts{'timeout'}: 180 );
> 128 my $r = $ua->post( $full_url, \%args, Content_Type => 'form-data' );
> 129 check_failure($r);

OK I know that, I don't like to change the source ( as you, if I 
remember correctly)

>
> i think here you can change this for your slow postfix ;-)

Maybe it's mysql but who knows... Postfix is not the problem, gell

>
> Sch?nes Wochenende

Danke und gr??e zu Hause!

Postfix-Bj?rn


From jesse at bestpractical.com  Fri Apr  9 09:27:11 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 9 Apr 2010 09:27:11 -0400
Subject: [rt-users] rt emailing extra line breaks
In-Reply-To: <B6C4EB6BB2F4654C835D1F7319E4E6742B814DEA54@SPBEX03.internal.corp>
References: <B6C4EB6BB2F4654C835D1F7319E4E6742B814DEA54@SPBEX03.internal.corp>
Message-ID: <20100409132710.GA25007@bestpractical.com>




On Fri, Apr 09, 2010 at 01:08:02PM +0400, Vitaly Tskhovrebov wrote:
> We're doing a lot of emailing through RT. So we have an issue, when
> quotation has much more line breakes, then in original letters. It seems
> like RT doing s/\n/\n\n/ every time. I.e.:
> 


1) What version of RT?
2) What version of outlook is "he" using?

> From: me
> To: him
> Subject: [RT #1] some ticket
> 
> Some text here
> And here
> And here again
> 
> 
> If answer this message, we receive from RT like that:
> 
> From: him
> To: me
> Subject: RE: [RT #1] some ticket
> 
> Here's an answer
> And more of the words
> 
> ---Original Message---
> From: me
> 
> To: him
> 
> Subject: [RT #1] some ticket
> 
> 
> Some text here
> 
> And here
> 
> And here again



> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com


-- 


From ruslan.zakirov at gmail.com  Fri Apr  9 09:52:30 2010
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 9 Apr 2010 17:52:30 +0400
Subject: [rt-users] Reporting returning 0s in RTIR
In-Reply-To: <4BBF166D.5030501@belnet.be>
References: <4BBF166D.5030501@belnet.be>
Message-ID: <n2i589c94401004090652v20a9a772w24616bc57914cc68@mail.gmail.com>

Hello, Koen.

I suspect that it's an SQL problem. Start from enabling logging of
warnings. Try reporting. Check logs. If it doesn't reveal anything
useful then enable SQL statements logging, try again and look at SQL
generate (may be it doesn't make sense).

On Fri, Apr 9, 2010 at 3:58 PM, Koen Van Impe <koen.vanimpe at belnet.be> wrote:
> Hello,
>
> We run RT 3.8.7 with RTIR 2.4.3 on Ubuntu 9.04.
>
> In the 'old' (v1) versions of RTIR there was a reporting tool (periodic
> report) that returned the number of incidents per category for a given
> period.
> The reporting tool still seems to exist in RTIR 2.4.3
> (RTIR\Tools\Reporting) but no matter what time frame we select, the
> number of "new reports, resolved or unresolved" remains 0. Also the
> different categories for the 'Incident reports received' remains 0. The
> only number that seems to change is "outstanding reports at the
> beginning of this period".
>
> Does anyone has a clue where I should start looking why the reporting
> doesn't return the expected data?
>
> Thanks for the help,
>
> Koen
>
> --
> Koen Van Impe - BELNET CERT
> koen.vanimpe at belnet.be
> PGP Key Id 0xED12AD79
> Contact: http://cert.belnet.be/
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From Agnislav.Onufrijchuk at portaone.com  Fri Apr  9 10:08:47 2010
From: Agnislav.Onufrijchuk at portaone.com (Agnislav Onufrijchuk)
Date: Fri, 09 Apr 2010 17:08:47 +0300
Subject: [rt-users] rt emailing extra line breaks
In-Reply-To: <B6C4EB6BB2F4654C835D1F7319E4E6742B814DEA54@SPBEX03.internal.corp>
References: <B6C4EB6BB2F4654C835D1F7319E4E6742B814DEA54@SPBEX03.internal.corp>
Message-ID: <4BBF34EF.7020006@portaone.com>

Vitaly Tskhovrebov wrote:
> We're doing a lot of emailing through RT. So we have an issue, when
> quotation has much more line breakes, then in original letters. It seems
> like RT doing s/\n/\n\n/ every time.:
> 
Hi, Vitaly.

We've fixed this on our 3.8.4 with an attached patch.


-- 
Agnislav Onufrijchuk
PortaOne, Inc., RT Developer
Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670

   PortaOne Booth 812 @ ITW 2010
   International Telecommunication Week
   Marriott Wardman Park Hotel
   Washington, DC - May 24-26
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From jesse at bestpractical.com  Fri Apr  9 10:19:03 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 9 Apr 2010 10:19:03 -0400
Subject: [rt-users] rt emailing extra line breaks
In-Reply-To: <4BBF34EF.7020006@portaone.com>
References: <B6C4EB6BB2F4654C835D1F7319E4E6742B814DEA54@SPBEX03.internal.corp>
	<4BBF34EF.7020006@portaone.com>
Message-ID: <20100409141903.GD25007@bestpractical.com>




On Fri, Apr 09, 2010 at 05:08:47PM +0300, Agnislav Onufrijchuk wrote:
> Vitaly Tskhovrebov wrote:
> >We're doing a lot of emailing through RT. So we have an issue, when
> >quotation has much more line breakes, then in original letters. It seems
> >like RT doing s/\n/\n\n/ every time.:
> >
> Hi, Vitaly.
> 
> We've fixed this on our 3.8.4 with an attached patch.
> 


Oh. if it's only a webui issue and not an email one, then yes. We made a similar (but different and I think more correct) change for 3.8.6 or 3.8.7.

> 
> -- 
> Agnislav Onufrijchuk
> PortaOne, Inc., RT Developer
> Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670
> 
>   PortaOne Booth 812 @ ITW 2010
>   International Telecommunication Week
>   Marriott Wardman Park Hotel
>   Washington, DC - May 24-26

> --- share/html/Ticket/Elements/ShowMessageStanza	2010-04-09 07:18:51.000000000 +0300
> +++ local/html/Ticket/Elements/ShowMessageStanza	2010-04-09 07:21:38.000000000 +0300
> @@ -97,6 +97,7 @@
>      $m->callback( content => $ref, %ARGS );
>      $m->comp('/Elements/MakeClicky', content => $ref, ticket => $ticket, %ARGS);
>      unless ( $plain_text_pre ) {
> +        $$ref =~ s{(\r*\n)}{\n}g if defined $$ref;
>          $$ref =~ s{(?=\r*\n)}{<br />}g if defined $$ref;
>      }
>      $m->out( $$ref );

> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com


-- 


From koen.vanimpe at belnet.be  Fri Apr  9 11:02:22 2010
From: koen.vanimpe at belnet.be (Koen Van Impe)
Date: Fri, 09 Apr 2010 17:02:22 +0200
Subject: [rt-users] Reporting returning 0s in RTIR
In-Reply-To: <n2i589c94401004090652v20a9a772w24616bc57914cc68@mail.gmail.com>
References: <4BBF166D.5030501@belnet.be>
	<n2i589c94401004090652v20a9a772w24616bc57914cc68@mail.gmail.com>
Message-ID: <4BBF417E.60203@belnet.be>

Hello Ruslan,

Thanks for the reply. I enabled debugging but besides a couple of
notices similar to this
 [Fri Apr  9 14:16:17 2010] [debug]: RT::Date used Time::ParseDate to
make '2010-04-09 14:05:59' 1270814759
(/usr/local/rt3/bin/../lib/RT/Date.pm:222
I don't see anything unusual.

SQL-logging returns a number of queries that, as far as I can see, seem
'OK'. I'll copy/paste them to the mysql-command interface and see if any
of those return a sql-error.

Koen

On 09/04/10 15:52, Ruslan Zakirov wrote:
> Hello, Koen.
> 
> I suspect that it's an SQL problem. Start from enabling logging of
> warnings. Try reporting. Check logs. If it doesn't reveal anything
> useful then enable SQL statements logging, try again and look at SQL
> generate (may be it doesn't make sense).


-- 
Koen Van Impe - BELNET CERT
koen.vanimpe at belnet.be
PGP Key Id 0xED12AD79
Contact: http://cert.belnet.be/

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From gleduc at mail.sdsu.edu  Fri Apr  9 11:18:01 2010
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Fri, 09 Apr 2010 08:18:01 -0700
Subject: [rt-users] Auto of office replies
In-Reply-To: <4635942.453901270796721014.JavaMail.root@mail-nic-00.intern.albourne.com>
References: <4635942.453901270796721014.JavaMail.root@mail-nic-00.intern.albourne.com>
Message-ID: <4BBF4529.50502@mail.sdsu.edu>

Hi Nik,

You could try adding a "Precedence: bulk" header to your outgoing mail 
and hope that the user's mail client refrains from responding.

Gene

On 4/9/2010 12:05 AM, Nikolas Chrysandreas wrote:
> Hi all,
>
> I have an application the generates reports and sends to my users.
> The "reply to" address in the emails is a distribution list that points to one of my RT queues.
> When uses are out of office and have the auto reply turned on, their reply is sent to the distribution list that passes the email to all it's members, thus an auto generated email lands to my RT system (3.8.5).
> My problem is that although RT filters any auto generated (header has "Auto-Submitted: auto-replied" and "Precedence: bulk") incoming messages send directly to the queue's email, when sent via the distribution list the messages pass into the queue and create new tickets.
>
> Has anyone else had a similar problem or knows the cause of this? Is there a fix for this or do I have to bare with the unwanted tickets?
>
>
> Kind Regards
> Nik
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From rfh at vialtus.com  Fri Apr  9 11:35:04 2010
From: rfh at vialtus.com (Raed El-Hames)
Date: Fri, 09 Apr 2010 16:35:04 +0100
Subject: [rt-users] Web reply form show status dropdown for
 non-privileged users
In-Reply-To: <4BBE66BB.8020006@nsd.org>
References: <4BBE66BB.8020006@nsd.org>
Message-ID: <4BBF4928.5080909@vialtus.com>

Ski;

You best option is to edit
html/SelfService/Update.html

and remove
<tr>
        <td class="label">
            <&|/l&>Status</&>
        </td>
        <td class="value">
            <& /Elements/SelectStatus, Name=>"Status", DefaultLabel => 
loc("[_1] (Unchanged)", loc($Ticket->Status)), Default => 
$ARGS{'Status'} || ($Ticket->Status
 eq $DefaultStatus ? undef : $DefaultStatus)&>
        </td>
    </tr>


Regards;
Roy



Ski Kacoroski wrote:
> Hi,
>
> When my non-privileged users use the web to add content to a ticket they 
> see a drop down box to change the ticket status.  If they choose this 
> they get a permission error when saving the ticket (good because they 
> should not be able to change the status).  What can I do to stop this 
> box from showing up.  The rights are:
>
> For their queue: CreateTicket, SeeQueue, ShowTicket
>
> Globally:
> Everyone: ModifySelf, ReplyToTicket
> Requestor: ShowTicket
>
> cheers,
>
> ski
>
>   


From jpierce at cambridgeenergyalliance.org  Fri Apr  9 12:20:27 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 9 Apr 2010 12:20:27 -0400
Subject: [rt-users] Web reply form show status dropdown for
	non-privileged users
In-Reply-To: <4BBF4928.5080909@vialtus.com>
References: <4BBE66BB.8020006@nsd.org> <4BBF4928.5080909@vialtus.com>
Message-ID: <u2lbe7163f1004090920xf9908324r7611f7adeb2ecfc9@mail.gmail.com>

> <tr>
> ? ? ? <td class="label">
> ? ? ? ? ? <&|/l&>Status</&>
> ? ? ? </td>
> ? ? ? <td class="value">
> ? ? ? ? ? <& /Elements/SelectStatus, Name=>"Status", DefaultLabel =>
> loc("[_1] (Unchanged)", loc($Ticket->Status)), Default => $ARGS{'Status'} ||
> ($Ticket->Status
> eq $DefaultStatus ? undef : $DefaultStatus)&>
> ? ? ? </td>
> ? </tr>

Probably better to change

           <& /Elements/SelectStatus, Name=>"Status", DefaultLabel =>
 loc("[_1] (Unchanged)", loc($Ticket->Status)), Default => $ARGS{'Status'} ||
 ($Ticket->Status eq $DefaultStatus ? undef : $DefaultStatus)&>

To

           <%perl> print $Ticket->Status</%perl>

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


From Juergen.Fritz at albwerk.de  Sat Apr 10 19:10:13 2010
From: Juergen.Fritz at albwerk.de (=?iso-8859-1?Q?Fritz=2C_J=FCrgen?=)
Date: Sun, 11 Apr 2010 01:10:13 +0200
Subject: [rt-users] Place a Logo on top
Message-ID: <1A702CC47173F544972A529CF6EA3C39CD42A54EDC@exchange.albwerk.intern>

Hi,

After installation all works fine. Now I want to place a small Logo into the top-line of RT.

Could someone tell me (in a simple way :)) how to do this?

Bye
Juergen

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From torsten.brumm at googlemail.com  Sat Apr 10 20:02:07 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Sun, 11 Apr 2010 02:02:07 +0200
Subject: [rt-users] Place a Logo on top
In-Reply-To: <1A702CC47173F544972A529CF6EA3C39CD42A54EDC@exchange.albwerk.intern>
References: <1A702CC47173F544972A529CF6EA3C39CD42A54EDC@exchange.albwerk.intern>
Message-ID: <z2kbdbd084b1004101702ke7d22db5j91928ecee04f617e@mail.gmail.com>

Hi,
have a look into rt3/share/html/Elements/Logo

there you can place a logo if you like

Torsten

2010/4/11 Fritz, J?rgen <Juergen.Fritz at albwerk.de>

>  Hi,
>
>
>
> After installation all works fine. Now I want to place a small Logo into
> the top-line of RT.
>
>
>
> Could someone tell me (in a simple way J) how to do this?
>
>
>
> Bye
>
> Juergen
>
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de
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From Juergen.Fritz at albwerk.de  Sun Apr 11 13:35:13 2010
From: Juergen.Fritz at albwerk.de (=?iso-8859-1?Q?Fritz=2C_J=FCrgen?=)
Date: Sun, 11 Apr 2010 19:35:13 +0200
Subject: [rt-users] Place a Logo on top
In-Reply-To: <z2kbdbd084b1004101702ke7d22db5j91928ecee04f617e@mail.gmail.com>
References: <1A702CC47173F544972A529CF6EA3C39CD42A54EDC@exchange.albwerk.intern>
	<z2kbdbd084b1004101702ke7d22db5j91928ecee04f617e@mail.gmail.com>
Message-ID: <1A702CC47173F544972A529CF6EA3C39CD42A54EDD@exchange.albwerk.intern>

Hi!

Thank you Torsten - now the new Logo is on the the bottom of the user-interface.

Is there a simple way to move this logo to the top of the page?

Bye
Juergen

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From joseph85750 at yahoo.com  Sun Apr 11 13:54:38 2010
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Sun, 11 Apr 2010 10:54:38 -0700 (PDT)
Subject: [rt-users] RT3 vs. Default Apache Page
Message-ID: <660676.89455.qm@web30305.mail.mud.yahoo.com>

My RT3 works great, but I have an apache config question regarding the default page.
I often want to connect into my RT via SSH.? I do this by building an ssh port forward-- something like:

ssh -l joseph -L 10080:10.4.5.6:80 ip.of.external.system

Then if I http://127.0.0.1:10080 I would like to access RT.? However, upon doing so, I get the default apache page.? My apache config has:

===
<VirtualHost 10.4.5.6>
??? ServerName 10.4.5.6
??? 
DocumentRoot /opt/rt3/share/html
??? AddDefaultCharset UTF-8

???
 PerlModule Apache::DBI
??? PerlRequire /opt/rt3/bin/webmux.pl

???
 <Location />
??????? SetHandler perl-script
??????? 
PerlHandler RT::Mason
??? </Location>
</VirtualHost>
===

I believe the problem is due to the ??? ServerName 10.4.5.6.
For testing, if I make it this:? ServerName 127.0.0.1:10080
RT is accessible through the port forward.? But this config will break it for the internal people.

This web server doesn't need to serve any other content.? Can I simply remove the VirtualHost tags and modify the config such that no matter how this web server is reached it will serve RT?

Thanks!


If life gives you lemons, keep them-- because hey.. free lemons.


      
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From qwert2332 at gmail.com  Sun Apr 11 16:27:59 2010
From: qwert2332 at gmail.com (Josh Boon)
Date: Sun, 11 Apr 2010 16:27:59 -0400
Subject: [rt-users]  RT3 vs. Default Apache Page
In-Reply-To: <u2h1d1c02121004111317se3ddf442p692d31816b13dd92@mail.gmail.com>
References: <660676.89455.qm@web30305.mail.mud.yahoo.com>
	<u2h1d1c02121004111317se3ddf442p692d31816b13dd92@mail.gmail.com>
Message-ID: <w2p1d1c02121004111327qbd4032f2t8bef811635ca9111@mail.gmail.com>

Post to the list.  My first was rejected due to an error on my part.

---------- Forwarded message ----------
From: Josh Boon <qwert2332 at gmail.com>
Date: Sun, Apr 11, 2010 at 16:17
Subject: Re: [rt-users] RT3 vs. Default Apache Page
To: Joseph Spenner <joseph85750 at yahoo.com>
Cc: rt-users at lists.bestpractical.com


Joesph,

Yep you can change your config to look like this:


NameVirtualHost  *

<VirtualHost *>
    ServerName *

    DocumentRoot /opt/rt3/share/html
    AddDefaultCharset UTF-8

    PerlModule Apache::DBI
    PerlRequire /opt/rt3/bin/webmux.pl

    <Location />
        SetHandler perl-script
        PerlHandler RT::Mason
    </Location>
</VirtualHost>

If the server ended up needing to run something else using the same apache
instance you can add a second host still by following the configuration
examples at http://httpd.apache.org/docs/1.3/vhosts/name-based.html.
Remember that all generic requests will go to the first vhost found and
specific ones will go to the vhost specified.

All the best,
Josh

On Sun, Apr 11, 2010 at 13:54, Joseph Spenner <joseph85750 at yahoo.com> wrote:

> My RT3 works great, but I have an apache config question regarding the
> default page.
> I often want to connect into my RT via SSH.  I do this by building an ssh
> port forward-- something like:
>
> ssh -l joseph -L 10080:10.4.5.6:80 ip.of.external.system
>
> Then if I http://127.0.0.1:10080 I would like to access RT.  However, upon
> doing so, I get the default apache page.  My apache config has:
>
> ===
> <VirtualHost 10.4.5.6>
>     ServerName 10.4.5.6
>     DocumentRoot /opt/rt3/share/html
>     AddDefaultCharset UTF-8
>
>     PerlModule Apache::DBI
>     PerlRequire /opt/rt3/bin/webmux.pl
>
>     <Location />
>         SetHandler perl-script
>         PerlHandler RT::Mason
>     </Location>
> </VirtualHost>
> ===
>
> I believe the problem is due to the     ServerName 10.4.5.6.
> For testing, if I make it this:  ServerName 127.0.0.1:10080
> RT is accessible through the port forward.  But this config will break it
> for the internal people.
>
> This web server doesn't need to serve any other content.  Can I simply
> remove the VirtualHost tags and modify the config such that no matter how
> this web server is reached it will serve RT?
>
> Thanks!
>
>
> If life gives you lemons, keep them-- because hey.. free lemons.
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From torsten.brumm at Kuehne-Nagel.com  Mon Apr 12 02:53:08 2010
From: torsten.brumm at Kuehne-Nagel.com (Brumm,
	Torsten / Kuehne + Nagel / Ham MI-ID)
Date: Mon, 12 Apr 2010 08:53:08 +0200
Subject: [rt-users] Help with Approvals needed
In-Reply-To: <w2p1d1c02121004111327qbd4032f2t8bef811635ca9111@mail.gmail.com>
References: <660676.89455.qm@web30305.mail.mud.yahoo.com><u2h1d1c02121004111317se3ddf442p692d31816b13dd92@mail.gmail.com>
	<w2p1d1c02121004111327qbd4032f2t8bef811635ca9111@mail.gmail.com>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394029EDA6D@w3hamboex11.ger.win.int.kn>

Dear List,
i need some help or Ideas about Approvals of RT. I have to create a huge workflow with several approvals needed.
 
i know already, that i can start several approvals within one template, i also know, that this templates can have perl code inside, but i'm not sure at the moment about the best way to create something like this:
 
Scrip: OnCreate -> CreateTickets -> Template:Approval 
 
Template should look like this:
 
if fieldA = xyz {
    Approval 1
    if fieldB = abc {
        Approval 2
    } else if fieldC =123 {
        Approval 3
    }
}
 
So i need some logic inside this approvals, my question:
 
Is this doable inside the template part or is it better to put the logic inside a scrip and fire from the scrip several templates?
 
Torsten

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



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From mfinn at nbutexas.com  Mon Apr 12 09:41:04 2010
From: mfinn at nbutexas.com (Michael Finn)
Date: Mon, 12 Apr 2010 08:41:04 -0500
Subject: [rt-users] Place a Logo on top
In-Reply-To: <1A702CC47173F544972A529CF6EA3C39CD42A54EDD@exchange.albwerk.intern>
References: <1A702CC47173F544972A529CF6EA3C39CD42A54EDC@exchange.albwerk.intern>
	<z2kbdbd084b1004101702ke7d22db5j91928ecee04f617e@mail.gmail.com>
	<1A702CC47173F544972A529CF6EA3C39CD42A54EDD@exchange.albwerk.intern>
Message-ID: <DE0B20B18D0AA344BB3A73BA11D206EE131AC7E16E@proteus>

Pretty simple instructions on the RT wiki:
http://wiki.bestpractical.com/view/ChangeLogo

Cheers,
Mike

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Fritz, J?rgen
Sent: Sunday, April 11, 2010 12:35 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Place a Logo on top

Hi!

Thank you Torsten - now the new Logo is on the the bottom of the user-interface.

Is there a simple way to move this logo to the top of the page?

Bye
Juergen

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From kirby at umbc.edu  Mon Apr 12 11:13:10 2010
From: kirby at umbc.edu (Joe Kirby)
Date: Mon, 12 Apr 2010 11:13:10 -0400
Subject: [rt-users] Issue with Modify/SeeQueue
Message-ID: <DBB787B0-3E46-4BE1-9D4D-4BF257B09CE6@umbc.edu>

We have been live on 3.8.7 for almost a week now an issue has been  
discovered regarding the ModifyTicket/SeeQueue association.

Prior to 3.8.7 it is thought that the ModifyTicket attribute did not  
need SeeQueue to modify a ticket but now it wants to always assign a  
queue if you are not able to see the current queue.

UMBC has a Central HelpDesk which can only see a small number of  
Queues however they are able to ShowTicket and ModifyTicket across the  
board. This allows them to grab back a ticket that is in a queue that  
they do not see.

Prior to our upgrade my HD Manager states she could goto the Basic  
function under the Display and modify the ticket custom fields but now  
when she does this it will update the custom fields as before but now  
the queue defaults to the first available queue she is allowed to  
SeeQueue and move the ticket to that queue. In the past she says the  
Queue was blank just like it is showing in the display screen and when  
she updated the CF's it did not try to change queues.

My question is: Is there a way for someone to update a ticket that  
they cannot see the queue and not have it want to move the queue as  
well but rather leave it in the current queue while the ticket is  
being updated?

Thank you,

joe


Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/oit
Administration 627
Office - 410-455-3020
Email - kirby at umbc.edu



From falcone at bestpractical.com  Mon Apr 12 11:36:38 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 12 Apr 2010 11:36:38 -0400
Subject: [rt-users] Priority in a Template
In-Reply-To: <28178696.post@talk.nabble.com>
References: <28178696.post@talk.nabble.com>
Message-ID: <20100412153638.GA2285@jibsheet.com>

On Thu, Apr 08, 2010 at 06:39:32AM -0700, Jonathan Rummel wrote:
> 
> Hi All,
> 
> I have a template I use with a scrip that uses a "Create Tickets" action. 
> It creates child tickets.  I want to pass the Priority of the parent ticket
> through to the child ticket, and can't seem to figure it out.  I tried the
> following:
> 
> ===Create-Ticket: codereview
> Subject: {$Tickets{'TOP'}->Subject}
> Depended-On-By: {$Tickets{'TOP'}->Id()}
> Owner: user
> Requestor: {$Tickets{'TOP'}->Creator}
> Priority: {$Tickets{'TOP'}->Priority}
> Queue: Queue 1
> Content: This is a child ticket automatically created from ticket
> #{$Tickets{'TOP'}->Id()}.
> ENDOFCONTENT
> 
> Everything there works except the Priority line.  Anyone know what I'm doing
> wrong?

Check out perldoc lib/RT/Action/CreateTickets.pm for a list of what
you can pass.

-kevin
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From jblaine at kickflop.net  Mon Apr 12 12:51:37 2010
From: jblaine at kickflop.net (Jeff Blaine)
Date: Mon, 12 Apr 2010 12:51:37 -0400
Subject: [rt-users] FCKeditor with RTFM?
Message-ID: <4BC34F99.4030304@kickflop.net>

Is it possible to use FCKeditor for editing RTFM stuff?

How?

Thanks!


From manohar.r at glowtouch.com  Mon Apr 12 13:06:10 2010
From: manohar.r at glowtouch.com (H Manohar Rayker)
Date: Mon, 12 Apr 2010 22:36:10 +0530
Subject: [rt-users] Explain LoopToRTOwner.
Message-ID: <20100412171339.87B732405E5@hipster.bestpractical.com>

Hi,

 

Could anybody explain what this means.

 

$LoopsToRTOwner <http://wiki.bestpractical.com/view/LoopsToRTOwner>  

If $LoopsToRTOwner is defined, RT will send mail that it believes might be a
loop to $OwnerEmail

 

 

I am not able to follow the scenario and its use.

 

Thanks

Manohar

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From falcone at bestpractical.com  Mon Apr 12 13:47:17 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 12 Apr 2010 13:47:17 -0400
Subject: [rt-users] FCKeditor with RTFM?
In-Reply-To: <4BC34F99.4030304@kickflop.net>
References: <4BC34F99.4030304@kickflop.net>
Message-ID: <20100412174717.GB2285@jibsheet.com>

On Mon, Apr 12, 2010 at 12:51:37PM -0400, Jeff Blaine wrote:
> Is it possible to use FCKeditor for editing RTFM stuff?

No.

-kevin
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From michael_ellis at umanitoba.ca  Mon Apr 12 14:34:04 2010
From: michael_ellis at umanitoba.ca (Michael Ellis)
Date: Mon, 12 Apr 2010 13:34:04 -0500
Subject: [rt-users] Explain LoopToRTOwner.
In-Reply-To: <20100412171339.87B732405E5@hipster.bestpractical.com>
References: <20100412171339.87B732405E5@hipster.bestpractical.com>
Message-ID: <4BC3679C.80206@umanitoba.ca>

If RT detects mail that might cause a mail loop, it sends it to the RT 
administrator instead... I think.

-Mike

H Manohar Rayker wrote:
>
> Hi,
>
>  
>
> Could anybody explain what this means.
>
>  
>
> $LoopsToRTOwner <http://wiki.bestpractical.com/view/LoopsToRTOwner>
>
> If $LoopsToRTOwner is defined, RT will send mail that it believes might be a loop to $OwnerEmail
>
>  
>
>  
>
> I am not able to follow the scenario and its use.
>
>  
>
> Thanks
>
> Manohar
>
> ------------------------------------------------------------------------
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From kfcrocker at lbl.gov  Mon Apr 12 16:33:56 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 12 Apr 2010 13:33:56 -0700
Subject: [rt-users] Odd display behavior for Custom FIelds
Message-ID: <h2re9f825501004121333t3bf37f0fs564d0dc0e1b693e5@mail.gmail.com>

To list,

I just noticed that in rt 3.8.7, the Custom Fields displayed will stretch
beyond the borders of my "window" if the window is too small for the display
of all my fields. If I drag the edge of the window out to make it larger, it
looks OK, but if I drag it back to a smaller size, the drop down CF line
stretches out beyond the window borders.

I do have a modification in my RT (local) code to make "Single Value"
selections become drop-downs, but that was never a problem in 3.6.4.

Any ideas?

Kenn
LBNL
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From kfcrocker at lbl.gov  Mon Apr 12 17:04:53 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 12 Apr 2010 14:04:53 -0700
Subject: [rt-users] Incorrect Custom Field Display
Message-ID: <t2te9f825501004121404i8d5a0fc1hbd6b4edad6e0b508@mail.gmail.com>

To list,

Actually, I mis-spoke in my earlier email. The Custom Fields do NOT display
beyond the actual window, just beyond the borders of the displayed
"ModifyTicket" page.

I do have a modification in my RT (local) code to make "Single Value"
selections become drop-downs, but that was never a problem in 3.6.4.

Any ideas?

Kenn
LBNL
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From todd at chaka.net  Mon Apr 12 18:40:58 2010
From: todd at chaka.net (Todd Chapman)
Date: Mon, 12 Apr 2010 18:40:58 -0400
Subject: [rt-users] Help with Approvals needed
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394029EDA6D@w3hamboex11.ger.win.int.kn>
References: <660676.89455.qm@web30305.mail.mud.yahoo.com>
	<u2h1d1c02121004111317se3ddf442p692d31816b13dd92@mail.gmail.com>
	<w2p1d1c02121004111327qbd4032f2t8bef811635ca9111@mail.gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394029EDA6D@w3hamboex11.ger.win.int.kn>
Message-ID: <n2s519782dc1004121540mb140c9f2hf473fd66e4993e79@mail.gmail.com>

Torsten,

I have never been a fan of using templates to create tickets. To me
the learning curve for CreateTickets is nearly as large as for
learning the RT API but does not have nearly the same amount of
flexibility.

-Todd

On Mon, Apr 12, 2010 at 2:53 AM, Brumm, Torsten / Kuehne + Nagel / Ham
MI-ID <torsten.brumm at kuehne-nagel.com> wrote:
> Dear List,
> i need some help or Ideas about Approvals of RT. I have to create a huge
> workflow with several approvals needed.
>
> i know already, that i can start several approvals within one template, i
> also know, that this templates can have perl code inside, but i'm not sure
> at the moment about the best way to create something like this:
>
> Scrip: OnCreate -> CreateTickets -> Template:Approval
>
> Template should look like this:
>
> if fieldA = xyz {
> ??? Approval 1
> ??? if fieldB = abc {
> ??????? Approval 2
> ??? } else if fieldC =123 {
> ??????? Approval 3
> ??? }
> }
>
> So i need some logic inside this approvals, my question:
>
> Is this doable inside the template part or is it better to put the logic
> inside a scrip and fire from the scrip several templates?
>
> Torsten
>
> K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.),
> Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnett?,
> Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht:
> Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende
> Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg,
> Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From Vitaly.Tskhovrebov at exigenservices.com  Tue Apr 13 04:14:19 2010
From: Vitaly.Tskhovrebov at exigenservices.com (Vitaly Tskhovrebov)
Date: Tue, 13 Apr 2010 12:14:19 +0400
Subject: [rt-users] quote warping
Message-ID: <B6C4EB6BB2F4654C835D1F7319E4E6742B8157ECD1@SPBEX03.internal.corp>

Guys, 

When someone replies using web-interface he obtains a quotation inserted to
reply window like that:

> Lorem ipsum dolor sit amet, consectetur adipiscing\n 
> elit.\n
> Proin imperdiet, risus vel sagittis ultrices, metus\n
> dui tempor quam, eget imperdiet nulla est non elit.\n
> Morbi faucibus varius diam, et congue ligula dapibus\n
> non. Duis pulvinar rhoncus molestie.

When origin was:

Lorem ipsum dolor sit amet, consectetur adipiscing elit.\n
Proin imperdiet, risus vel sagittis ultrices, metus dui tempor quam, eget
imperdiet nulla est non elit.\n
Morbi faucibus varius diam, et congue ligula dapibus non. Duis pulvinar
rhoncus molestie.


What should I do to have the origin in the reply text field whithout any ">"
symbols and, most of all, warping?
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From jblaine at kickflop.net  Tue Apr 13 11:04:06 2010
From: jblaine at kickflop.net (Jeff Blaine)
Date: Tue, 13 Apr 2010 11:04:06 -0400
Subject: [rt-users] FCKeditor with RTFM?
In-Reply-To: <20100412174717.GB2285@jibsheet.com>
References: <4BC34F99.4030304@kickflop.net>
	<20100412174717.GB2285@jibsheet.com>
Message-ID: <4BC487E6.6060108@kickflop.net>

On 4/12/2010 1:47 PM, Kevin Falcone wrote:
> On Mon, Apr 12, 2010 at 12:51:37PM -0400, Jeff Blaine wrote:
>> Is it possible to use FCKeditor for editing RTFM stuff?
>
> No.

Any brief further info you could provide on the topic would be
great.  Like, "Would require massive code changes." or "Not
doable out of the box, but probably easy to drop if you look."
or "A really bad idea because X"


From ipellew at yahoo.com  Tue Apr 13 11:49:39 2010
From: ipellew at yahoo.com (Ian Pellew)
Date: Tue, 13 Apr 2010 08:49:39 -0700 (PDT)
Subject: [rt-users] New install rt-mailgate problem
Message-ID: <190318.66216.qm@web38908.mail.mud.yahoo.com>

FreeBSD_8 RT 387 at a glance works fine,
BUT
rt-mailgate fails with the likes of:-
[Tue Apr 13 17:29:13 2010] [error] [client 192.168.56.202] File does not?exist: /usr/local/www/apache22/data/REST

But my RT is at /usr/local/Rt/rt-3.8.7/share/html

My vhost uses ports 8001:-

<VirtualHost 192.168.56.202:8001>
??? ServerName????????????? rt.f8.com
??? DocumentRoot??????????? /usr/local/Rt/rt-3.8.7/share/html
??? AddDefaultCharset?????? UTF-8
??? ErrorLog??????????????? "/var/log/httpd_rt_err.log"
??? CustomLog?????????????? "/var/log/httpd_rt_cus.log" common
??? PerlRequire???????????? "/usr/local/Rt/rt-3.8.7/bin/webmux.pl"
??? <Directory????????????? /NoAuth/images>
??????? SetHandler????????? default
??????? Order?????????????? Deny,Allow
??????? Allow?????????????? from all
??? </Directory>
??? <Directory????????????? />
??????? SetHandler????????? perl-script
??????? PerlResponseHandler RT::Mason
??????? Options???????????? +ExecCGI +FollowSymLinks
??????? AllowOverride?????? None
??????? Order?????????????? Deny,Allow
??????? Allow?????????????? from all
??? </Directory>
</VirtualHost>

Cannot figure out how to get mailgate, and maybe the other tools, to use DocumentRoot.
Any suggestions pls?

.


      


From falcone at bestpractical.com  Tue Apr 13 13:18:58 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 13 Apr 2010 13:18:58 -0400
Subject: [rt-users] FCKeditor with RTFM?
In-Reply-To: <4BC487E6.6060108@kickflop.net>
References: <4BC34F99.4030304@kickflop.net>
	<20100412174717.GB2285@jibsheet.com>
	<4BC487E6.6060108@kickflop.net>
Message-ID: <20100413171858.GC2285@jibsheet.com>

On Tue, Apr 13, 2010 at 11:04:06AM -0400, Jeff Blaine wrote:
> On 4/12/2010 1:47 PM, Kevin Falcone wrote:
> >On Mon, Apr 12, 2010 at 12:51:37PM -0400, Jeff Blaine wrote:
> >>Is it possible to use FCKeditor for editing RTFM stuff?
> >
> >No.
> 
> Any brief further info you could provide on the topic would be
> great.  Like, "Would require massive code changes." or "Not
> doable out of the box, but probably easy to drop if you look."
> or "A really bad idea because X"

I've answered this on the list before.  It would require a bunch of
RTFM work to make this work properly, particularly under IE.

-kevin
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From teaves at reflector.com  Tue Apr 13 16:52:36 2010
From: teaves at reflector.com (Tyler Eaves)
Date: Tue, 13 Apr 2010 16:52:36 -0400
Subject: [rt-users] Dashboard by owner
Message-ID: <69648FA3-6778-4AC9-B606-21B62C7D74A5@reflector.com>

Got a request here...

I'd like a dashboard I can put on the at a glance page that will show  
the new / open / stalled tickets per user, in the same style as the  
per-queue list that's there by default. I'm on 3.8.7.


Tyler Eaves
Programmer
Cooke Communications / The Daily Reflector
252-329-9633

teaves at reflector.com





From lev at vpac.org  Wed Apr 14 00:13:51 2010
From: lev at vpac.org (Lev Lafayette)
Date: Wed, 14 Apr 2010 14:13:51 +1000 (EST)
Subject: [rt-users] Different authentication methods for different queues
In-Reply-To: <2042098474.2417.1271210278159.JavaMail.root@mail.vpac.org>
Message-ID: <1103985754.3493.1271218431186.JavaMail.root@mail.vpac.org>

Hello RT-Users,

I thought I'd come here first to see if anyone else has tried the above before I make life difficult for myself :)

Like many of you here, we have an RT system at my place of employ. I mighty fine job it does as well...

We have our rt web interface behind https requiring authentication through LDAP.

However we have certain queues that would like to provide outsiders (that is, people outside our LDAP) to connect to, preferably with a more limited interface. Their authentication could be through something like .htpassword

Has anyone tried anything like this?

Regards,

-- 
Lev Lafayette (03) 9925 4909, Systems Administrator, Victorian Partnership for Advanced Computing
"If you are sending a reply to a message or a posting be sure you summarize the original at the top of the message, or include just enough text of the original to give a context. This will make sure readers understand when they start to read your response."  
RFC 1855



From Agnislav.Onufrijchuk at portaone.com  Wed Apr 14 02:24:45 2010
From: Agnislav.Onufrijchuk at portaone.com (Agnislav Onufrijchuk)
Date: Wed, 14 Apr 2010 09:24:45 +0300
Subject: [rt-users] New install rt-mailgate problem
In-Reply-To: <190318.66216.qm@web38908.mail.mud.yahoo.com>
References: <190318.66216.qm@web38908.mail.mud.yahoo.com>
Message-ID: <4BC55FAD.40109@portaone.com>

Ian Pellew ?????:
> FreeBSD_8 RT 387 at a glance works fine,
> BUT
> rt-mailgate fails with the likes of:-
> [Tue Apr 13 17:29:13 2010] [error] [client 192.168.56.202] File does not exist: /usr/local/www/apache22/data/REST
> 
> But my RT is at /usr/local/Rt/rt-3.8.7/share/html
> 
> My vhost uses ports 8001:-
> ...
> 
> Cannot figure out how to get mailgate, and maybe the other tools, to use DocumentRoot.
> Any suggestions pls?
> 
It seems you haven't set port when you call rt-mailgate. In your case it should 
be similar to:

| //usr/local/Rt/rt-3.8.7/bin/rt-mailgate --queue General --action correspond 
--url https://rt.host.com:8001/

-- 
Agnislav Onufrijchuk
PortaOne, Inc., RT Developer
Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670

   PortaOne Booth 812 @ ITW 2010
   International Telecommunication Week
   Marriott Wardman Park Hotel
   Washington, DC - May 24-26


From Agnislav.Onufrijchuk at portaone.com  Wed Apr 14 06:23:35 2010
From: Agnislav.Onufrijchuk at portaone.com (Agnislav Onufrijchuk)
Date: Wed, 14 Apr 2010 13:23:35 +0300
Subject: [rt-users] New install rt-mailgate problem
In-Reply-To: <981083.66486.qm@web38905.mail.mud.yahoo.com>
References: <190318.66216.qm@web38908.mail.mud.yahoo.com>
	<4BC55FAD.40109@portaone.com>
	<981083.66486.qm@web38905.mail.mud.yahoo.com>
Message-ID: <4BC597A7.5020907@portaone.com>

You're welcome!

BTW, please add

---
Cc: rt-users at lists.bestpractical.com
---

to correspondence to let other subscribers know the results/flow.

Ian Pellew wrote:
> Thanks Agnislav
> Just the nudge I needed.
> I get in these loops where nothing works out of stupidity.
> 
>> It seems you haven't set port when you call rt-mailgate. In your case it should be similar to:
>>
>> | //usr/local/Rt/rt-3.8.7/bin/rt-mailgate --queue General --action correspond --url >https://rt.host.com:8001/
> 


-- 
Agnislav Onufrijchuk
PortaOne, Inc., RT Developer
Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670

   PortaOne Booth 812 @ ITW 2010
   International Telecommunication Week
   Marriott Wardman Park Hotel
   Washington, DC - May 24-26


From rfh at vialtus.com  Wed Apr 14 09:17:10 2010
From: rfh at vialtus.com (Raed El-Hames)
Date: Wed, 14 Apr 2010 14:17:10 +0100
Subject: [rt-users] DisGrouMem  index
Message-ID: <4BC5C056.4020507@vialtus.com>

Hi;

rt-3.8.7
mysql 5.1

Is the index  DisGrouMem (GroupId,MemberId,Disabled) required for 3.8

When I did:
select * from CachedGroupMembers where Disabled = 1;
I got back 232 rows out of 5594612

Which in my opinion makes that index useless ?

Ist required , can I drop it??


Regards;
Roy





From jesse at bestpractical.com  Wed Apr 14 09:19:47 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 14 Apr 2010 09:19:47 -0400
Subject: [rt-users] DisGrouMem  index
In-Reply-To: <4BC5C056.4020507@vialtus.com>
References: <4BC5C056.4020507@vialtus.com>
Message-ID: <20100414131946.GO25007@bestpractical.com>




On Wed, Apr 14, 2010 at 02:17:10PM +0100, Raed El-Hames wrote:
> Hi;
> 
> rt-3.8.7
> mysql 5.1
> 
> Is the index  DisGrouMem (GroupId,MemberId,Disabled) required for 3.8
> 
> When I did:
> select * from CachedGroupMembers where Disabled = 1;
> I got back 232 rows out of 5594612
> 
> Which in my opinion makes that index useless ?

My recollection is that MySQL can do just fine using the first component of a compound index.

> Ist required , can I drop it??

I wouldn't recommend it.

> 
> Regards;
> Roy
> 
> 
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

-- 


From ktm at rice.edu  Wed Apr 14 09:19:19 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Wed, 14 Apr 2010 08:19:19 -0500
Subject: [rt-users] DisGrouMem  index
In-Reply-To: <4BC5C056.4020507@vialtus.com>
References: <4BC5C056.4020507@vialtus.com>
Message-ID: <20100414131919.GB598@aart.is.rice.edu>

If you do not have an index, won't you need to do a
sequential scan of the full table each time. With 6m
entries, it could take a while.

Cheers,
Ken
On Wed, Apr 14, 2010 at 02:17:10PM +0100, Raed El-Hames wrote:
> Hi;
>
> rt-3.8.7
> mysql 5.1
>
> Is the index  DisGrouMem (GroupId,MemberId,Disabled) required for 3.8
>
> When I did:
> select * from CachedGroupMembers where Disabled = 1;
> I got back 232 rows out of 5594612
>
> Which in my opinion makes that index useless ?
>
> Ist required , can I drop it??
>
>
> Regards;
> Roy
>
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From ipellew at yahoo.com  Wed Apr 14 09:35:57 2010
From: ipellew at yahoo.com (Ian Pellew)
Date: Wed, 14 Apr 2010 06:35:57 -0700 (PDT)
Subject: [rt-users] Newbie log question
Message-ID: <379179.11316.qm@web38902.mail.mud.yahoo.com>

I have a fresh instalation.
I look at the http_error.log and I see lines like:-

[Wed Apr 14 10:28:54 2010] [info]: 
?<rt-3.8.7-941-1271240934-272.2-3-0 at f8:8001> #2/83 - Scrip 3 
?On Create Autoreply To Requestors 
?(/usr/local/Rt/rt-3.8.7/bin/../lib/RT/Action/SendEmail.pm:300)

This must be?saying what needs to be done as I have next nothing set up at the moment.

What is the #2/83 ?
Is it of any significance ?

My "book" is not yet with me !!

.


      


From rfh at vialtus.com  Wed Apr 14 09:54:01 2010
From: rfh at vialtus.com (Raed El-Hames)
Date: Wed, 14 Apr 2010 14:54:01 +0100
Subject: [rt-users] DisGrouMem  index
In-Reply-To: <20100414131946.GO25007@bestpractical.com>
References: <4BC5C056.4020507@vialtus.com>
	<20100414131946.GO25007@bestpractical.com>
Message-ID: <4BC5C8F9.6020104@vialtus.com>

Jesse;

Ah - In my database I do also have index GrouMem (GroupId,MemberId) on 
CachedGroupMembers
Your reply prompted me to have a look at the source code and it seems 
for one reason or another I may have created this index myself based on 
the Oracle schema some time in the past few years.

Considering there is (GroupId,MemberId) index, do you still recommend 
not to drop the DisGrouMem index (what will be the reason)?
I will need to drop one of them and I inclined to drop the 3 element 
index -- unless you tell me not to.

Regards;

Roy

Jesse Vincent wrote:
>
> On Wed, Apr 14, 2010 at 02:17:10PM +0100, Raed El-Hames wrote:
>   
>> Hi;
>>
>> rt-3.8.7
>> mysql 5.1
>>
>> Is the index  DisGrouMem (GroupId,MemberId,Disabled) required for 3.8
>>
>> When I did:
>> select * from CachedGroupMembers where Disabled = 1;
>> I got back 232 rows out of 5594612
>>
>> Which in my opinion makes that index useless ?
>>     
>
> My recollection is that MySQL can do just fine using the first component of a compound index.
>
>   
>> Ist required , can I drop it??
>>     
>
> I wouldn't recommend it.
>
>   
>> Regards;
>> Roy
>>
>>
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>     
>
>   


From ktm at rice.edu  Wed Apr 14 10:05:03 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Wed, 14 Apr 2010 09:05:03 -0500
Subject: [rt-users] DisGrouMem  index
In-Reply-To: <4BC5C8F9.6020104@vialtus.com>
References: <4BC5C056.4020507@vialtus.com>
	<20100414131946.GO25007@bestpractical.com>
	<4BC5C8F9.6020104@vialtus.com>
Message-ID: <20100414140503.GF598@aart.is.rice.edu>

Roy,

The schema that came with RT 3.8.5 has the DisGrouMem
index on CachedGroupMembers and not the GrouMem index.
I would drop that latter index.

Regards,
Ken

On Wed, Apr 14, 2010 at 02:54:01PM +0100, Raed El-Hames wrote:
> Jesse;
>
> Ah - In my database I do also have index GrouMem (GroupId,MemberId) on 
> CachedGroupMembers
> Your reply prompted me to have a look at the source code and it seems for 
> one reason or another I may have created this index myself based on the 
> Oracle schema some time in the past few years.
>
> Considering there is (GroupId,MemberId) index, do you still recommend not 
> to drop the DisGrouMem index (what will be the reason)?
> I will need to drop one of them and I inclined to drop the 3 element index 
> -- unless you tell me not to.
>
> Regards;
>
> Roy
>
> Jesse Vincent wrote:
>>
>> On Wed, Apr 14, 2010 at 02:17:10PM +0100, Raed El-Hames wrote:
>>   
>>> Hi;
>>>
>>> rt-3.8.7
>>> mysql 5.1
>>>
>>> Is the index  DisGrouMem (GroupId,MemberId,Disabled) required for 3.8
>>>
>>> When I did:
>>> select * from CachedGroupMembers where Disabled = 1;
>>> I got back 232 rows out of 5594612
>>>
>>> Which in my opinion makes that index useless ?
>>>     
>>
>> My recollection is that MySQL can do just fine using the first component 
>> of a compound index.
>>
>>   
>>> Ist required , can I drop it??
>>>     
>>
>> I wouldn't recommend it.
>>
>>   
>>> Regards;
>>> Roy
>>>
>>>
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>     
>>
>>   
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From ipellew at yahoo.com  Wed Apr 14 10:09:05 2010
From: ipellew at yahoo.com (Ian Pellew)
Date: Wed, 14 Apr 2010 07:09:05 -0700 (PDT)
Subject: [rt-users] DisGrouMem  index
In-Reply-To: <mailman.309.1271251189.1996.rt-users@lists.bestpractical.com>
References: <mailman.309.1271251189.1996.rt-users@lists.bestpractical.com>
Message-ID: <307081.22114.qm@web38902.mail.mud.yahoo.com>

>From my experience with compound indexes (Informix), the optimiser will use the leading component of the compound, thereafter, it would force a scan of the table.
The column 'disabled' is in the compound,?and very likely not be the first component and hence, a forced a scan.
Drop the index and you would deprive queries of the first component as an index.
This would be quite painfull if the first was used as a "join" component, and probably is.

>> Is the index? DisGrouMem (GroupId,MemberId,Disabled) required for 3.8
>
>I wouldn't recommend it.

.


      


From ruslan.zakirov at gmail.com  Wed Apr 14 10:11:57 2010
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 14 Apr 2010 18:11:57 +0400
Subject: [rt-users] DisGrouMem index
In-Reply-To: <4BC5C8F9.6020104@vialtus.com>
References: <4BC5C056.4020507@vialtus.com>
	<20100414131946.GO25007@bestpractical.com>
	<4BC5C8F9.6020104@vialtus.com>
Message-ID: <x2g589c94401004140711r2af11c25zc1a2d84ea52137d3@mail.gmail.com>

Hello Raed,

In theory mysql can use the 3 element index and avoid looking at the
table. If you have query that looks into X columns and all those X
columns are part of an index then mysql doesn't touch table at all and
completes query right from the index.

For this particular tamble more than 50% (may be even 90%) of queries
use MemberId, GroupId and Disabled columns. However, last time I
checked mysql has a bug in optimizer and doesn't use this feature. I
still think RT is better with the three columns variant as it will
bring more speed as soon as bug fixed in mysql (may be it even fixed
in mysql 5.1.some or repo).

Sure, you don't have to have both indexes. It's better to drop one.
Which one to drop is up to you.

On Wed, Apr 14, 2010 at 5:54 PM, Raed El-Hames <rfh at vialtus.com> wrote:
> Jesse;
>
> Ah - In my database I do also have index GrouMem (GroupId,MemberId) on
> CachedGroupMembers
> Your reply prompted me to have a look at the source code and it seems for
> one reason or another I may have created this index myself based on the
> Oracle schema some time in the past few years.
>
> Considering there is (GroupId,MemberId) index, do you still recommend not to
> drop the DisGrouMem index (what will be the reason)?
> I will need to drop one of them and I inclined to drop the 3 element index
> -- unless you tell me not to.
>
> Regards;
>
> Roy
>
> Jesse Vincent wrote:
>>
>> On Wed, Apr 14, 2010 at 02:17:10PM +0100, Raed El-Hames wrote:
>>
>>>
>>> Hi;
>>>
>>> rt-3.8.7
>>> mysql 5.1
>>>
>>> Is the index ?DisGrouMem (GroupId,MemberId,Disabled) required for 3.8
>>>
>>> When I did:
>>> select * from CachedGroupMembers where Disabled = 1;
>>> I got back 232 rows out of 5594612
>>>
>>> Which in my opinion makes that index useless ?
>>>
>>
>> My recollection is that MySQL can do just fine using the first component
>> of a compound index.
>>
>>
>>>
>>> Ist required , can I drop it??
>>>
>>
>> I wouldn't recommend it.
>>
>>
>>>
>>> Regards;
>>> Roy
>>>
>>>
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.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 rfh at vialtus.com  Wed Apr 14 10:31:17 2010
From: rfh at vialtus.com (Raed El-Hames)
Date: Wed, 14 Apr 2010 15:31:17 +0100
Subject: [rt-users] DisGrouMem  index
In-Reply-To: <307081.22114.qm@web38902.mail.mud.yahoo.com>
References: <mailman.309.1271251189.1996.rt-users@lists.bestpractical.com>
	<307081.22114.qm@web38902.mail.mud.yahoo.com>
Message-ID: <4BC5D1B5.40700@vialtus.com>

Thanks to everyone reply ..
I should have done a bit more research first , I had another index 
combining (GroupId,MemberId) that must have been added by me/some one in 
my organisation,
and I wrongly assumed that RT created both indexes making the DisGrouMem 
(GroupId,MemberId,Disabled) useless.
Been using RT for many years , lost track of what was done when and by 
whom ..

Once again thanks for all the replies

Regards;
Roy

Ian Pellew wrote:
> From my experience with compound indexes (Informix), the optimiser will use the leading component of the compound, thereafter, it would force a scan of the table.
> The column 'disabled' is in the compound, and very likely not be the first component and hence, a forced a scan.
> Drop the index and you would deprive queries of the first component as an index.
> This would be quite painfull if the first was used as a "join" component, and probably is.
>
>   
>>> Is the index  DisGrouMem (GroupId,MemberId,Disabled) required for 3.8
>>>       
>> I wouldn't recommend it.
>>     
>
> .
>
>
>       
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>   


From psminusaxl at gmail.com  Wed Apr 14 11:42:52 2010
From: psminusaxl at gmail.com (psminusaxl)
Date: Wed, 14 Apr 2010 08:42:52 -0700
Subject: [rt-users] template emails for custom fields
Message-ID: <k2n7b5493991004140842u95ac200br62941d029e890d2@mail.gmail.com>

Hi guys,

I got a template that sends out an email everytime a ticket is created.  It
works fine as is, it has the company information and standard greeting and
even the ticket number and subject of the ticket.  Here's the delima though:

I got a queue, say Support and under support I've created several custom
fields (sub queues) such as desktop, printers and network.  I can't seem to
figure out what syntax I should be putting in the template in order for the
email to send out the custom field information.  i.e: if a ticket is in the
Support queue and is in the "printers" sub queue, it would send out the
email to the user with both of those information.

Any help is appreciated.  Thanks,
pslminusaxl
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From psminusaxl at gmail.com  Wed Apr 14 11:43:32 2010
From: psminusaxl at gmail.com (psminusaxl)
Date: Wed, 14 Apr 2010 08:43:32 -0700
Subject: [rt-users] "homepage refresh interval" under preferences
Message-ID: <u2l7b5493991004140843yf789ca91mb32109e677ccedbb@mail.gmail.com>

Hi guys,

I've tried setting the "homepage refresh interval" under preferences and
save it at 2 minutes or any other value, but it does work.  Odd thing is in
the Main Page the "Refresh" option to set refresh interval works!

I have tried setting the default value in RT_SiteConfig.pm to no avail and I
have also cleared out the mason cache and restarted.

Any advice is appreciated,
psminusaxl
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From rfh at vialtus.com  Wed Apr 14 11:52:24 2010
From: rfh at vialtus.com (Raed El-Hames)
Date: Wed, 14 Apr 2010 16:52:24 +0100
Subject: [rt-users] template emails for custom fields
In-Reply-To: <k2n7b5493991004140842u95ac200br62941d029e890d2@mail.gmail.com>
References: <k2n7b5493991004140842u95ac200br62941d029e890d2@mail.gmail.com>
Message-ID: <4BC5E4B8.8090804@vialtus.com>

Hi;

You can include something like:

{my $subq = $Ticket->FirstCustomFieldValue('sub queues')}

In the body of the template; any where you wish 2 lines below the header 
lines

Regards;

Roy


psminusaxl wrote:
>
> Hi guys,
>
> I got a template that sends out an email everytime a ticket is 
> created.  It
> works fine as is, it has the company information and standard greeting and
> even the ticket number and subject of the ticket.  Here's the delima 
> though:
>
> I got a queue, say Support and under support I've created several custom
> fields (sub queues) such as desktop, printers and network.  I can't 
> seem to
> figure out what syntax I should be putting in the template in order 
> for the
> email to send out the custom field information.  i.e: if a ticket is 
> in the
> Support queue and is in the "printers" sub queue, it would send out the
> email to the user with both of those information.
>
> Any help is appreciated.  Thanks,
> pslminusaxl
>


From jtb at diantre.net  Wed Apr 14 12:04:26 2010
From: jtb at diantre.net (Julien Rampon)
Date: Wed, 14 Apr 2010 18:04:26 +0200
Subject: [rt-users] problem with attached files not sent
Message-ID: <4BC5E78A.8080003@diantre.net>

Hi,

Here's my problem !

First, I'm using RT 3.8.1, perl 5.8.8 and mysql 5.0.32 on a debian (etch).

I use the web interface to reply to my customers tickets and I have to
attach files to my replies.

So I attach files with the "choose file" and then "Add more files" buttons.

When I update the ticket, sometimes no files are sent, sometimes juste 1
of 2 files is sent, sometimes everything works ok.

I tested to reply to a ticket with 6 files, 4 times (with the same files)
- 1st try, only 5 files were sent
- 2nd try, all the 6 files were sent
- 3rd try, 4 files were sent
- 4th try, 5 files were sent

I've got no error in the apache log, and I've not seen this kind of
problem anywhere.

Help is very welcomed ;)

Thanks



From psminusaxl at gmail.com  Wed Apr 14 12:18:46 2010
From: psminusaxl at gmail.com (psminusaxl)
Date: Wed, 14 Apr 2010 09:18:46 -0700
Subject: [rt-users] template emails for custom fields
In-Reply-To: <4BC5E4B8.8090804@vialtus.com>
References: <k2n7b5493991004140842u95ac200br62941d029e890d2@mail.gmail.com>
	<4BC5E4B8.8090804@vialtus.com>
Message-ID: <l2j7b5493991004140918t5a6dfa8av34c4e6bc9e68c19a@mail.gmail.com>

Thanks Roy for responding!  I actually *just* figured it out.  The thing
that constantly
threw me off is that all the thread support i've read always included that
additiona ('sub queues').  I have multiple queue and I wanted to make sure
that the right queue gets placed in the template.  As it turns out all I
needed was to exclude that and the proper value would get populated:

{$Ticket->FirstCustomFieldValue}

Thanks again,
psminusaxl

On Wed, Apr 14, 2010 at 8:52 AM, Raed El-Hames <rfh at vialtus.com> wrote:

> Hi;
>
> You can include something like:
>
> {my $subq = $Ticket->FirstCustomFieldValue('sub queues')}
>
> In the body of the template; any where you wish 2 lines below the header
> lines
>
> Regards;
>
> Roy
>
>
>
> psminusaxl wrote:
>
>>
>> Hi guys,
>>
>> I got a template that sends out an email everytime a ticket is created.
>>  It
>> works fine as is, it has the company information and standard greeting and
>> even the ticket number and subject of the ticket.  Here's the delima
>> though:
>>
>> I got a queue, say Support and under support I've created several custom
>> fields (sub queues) such as desktop, printers and network.  I can't seem
>> to
>> figure out what syntax I should be putting in the template in order for
>> the
>> email to send out the custom field information.  i.e: if a ticket is in
>> the
>> Support queue and is in the "printers" sub queue, it would send out the
>> email to the user with both of those information.
>>
>> Any help is appreciated.  Thanks,
>> pslminusaxl
>>
>>
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From falcone at bestpractical.com  Wed Apr 14 12:20:05 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 14 Apr 2010 12:20:05 -0400
Subject: [rt-users] "homepage refresh interval" under preferences
In-Reply-To: <u2l7b5493991004140843yf789ca91mb32109e677ccedbb@mail.gmail.com>
References: <u2l7b5493991004140843yf789ca91mb32109e677ccedbb@mail.gmail.com>
Message-ID: <20100414162005.GD2285@jibsheet.com>

On Wed, Apr 14, 2010 at 08:43:32AM -0700, psminusaxl wrote:
>    I've tried setting the "homepage refresh interval" under preferences and
>    save it at 2 minutes or any other value, but it does work. Odd thing is in
>    the Main Page the "Refresh" option to set refresh interval works!
> 
>    I have tried setting the default value in RT_SiteConfig.pm to no avail and I
>    have also cleared out the mason cache and restarted.

Any setting stored in your session (by changing the portlet on the
fornt page) is going to trump your Preference.  You may need to log
out and log back in to clear anything stored in the session.

-kevin
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From teaves at reflector.com  Wed Apr 14 12:21:50 2010
From: teaves at reflector.com (Tyler Eaves)
Date: Wed, 14 Apr 2010 12:21:50 -0400
Subject: [rt-users] Dashboard by owner
In-Reply-To: <k2le9f825501004140918t26bed098jc6f33924d3beb493@mail.gmail.com>
References: <69648FA3-6778-4AC9-B606-21B62C7D74A5@reflector.com>
	<n2ge9f825501004131410hd54b0b0q125604e902f6d5db@mail.gmail.com>
	<174b9ba5d61b5feedd6bf5c3cf269c92.squirrel@webmail.nccooke.com>
	<k2le9f825501004140918t26bed098jc6f33924d3beb493@mail.gmail.com>
Message-ID: <4991283E-E9ED-4346-9779-2F71B7D40897@reflector.com>

Ok, that helps some I guess. Sounds like I will need to create a  
search for each person/status though,which I'm trying to avoid.

On Apr 14, 2010, at 12:18 PM, Kenneth Crocker wrote:

> Tyler,
>
> Well, setting up a dashboard is pretty simple, but it will do you no  
> good if you do not know how to create a query.
>
> Once you have a query up and running correctly, you save it as your  
> personal query. Then you navigate to Tools->Dashboards. Click  
> Dashboards. Then click "New". Give your new dashboard a meaningful  
> name. Save it it as a personal dashboard. While in the same screen  
> (after saving the name of the new dashboard) navigating to the right  
> where you will see
> Basics  Queries  Subscriptions". Click "Queries" and select the one  
> that you want to be in your dashboard (you can have multiple queries  
> and charts in a dashboard). Then select Subscriptions and in that  
> page you select when you want it to run and who you want to receive  
> it other than yourself.
>
> Note: if you want someone other than yourself to get the dashboard  
> results, you need to create a cron job to run.
>
> Most of this is in the tutorial on dashboards, but this little  
> summary might help.
>
> Kenn
> LBNL
>
> On Tue, Apr 13, 2010 at 3:45 PM, <teaves at mail.nccooke.com> wrote:
> > Tyler,
> >
> > Are you saying you do not know how to develop a query to do this  
> or do not
> > know how to put it in a dashboard or both?
> >
> > Kenn
> > LBNL
> >
>
> A bit of both. Just did an install of RT today so I'm certainly not
> familiar with it. I do have the book and it was helpful during the  
> install
> but it makes little mention of TicketSQL or Dashboards beyond saying  
> they
> exist.
>
> > On Tue, Apr 13, 2010 at 1:52 PM, Tyler Eaves  
> <teaves at reflector.com> wrote:
> >
> >> Got a request here...
> >>
> >> I'd like a dashboard I can put on the at a glance page that will  
> show
> >> the
> >> new / open / stalled tickets per user, in the same style as the
> >> per-queue
> >> list that's there by default. I'm on 3.8.7.
> >>
> >>
> >> Tyler Eaves
> >> Programmer
> >> Cooke Communications / The Daily Reflector
> >> 252-329-9633
> >>
> >> teaves at reflector.com
> >>
> >>
> >>
> >>
> >> Discover RT's hidden secrets with RT Essentials from O'Reilly  
> Media.
> >> Buy a copy at http://rtbook.bestpractical.com
> >>
> >
>
>
>

Tyler Eaves
Programmer
Cooke Communications / The Daily Reflector
252-329-9633

teaves at reflector.com



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From psminusaxl at gmail.com  Wed Apr 14 12:24:33 2010
From: psminusaxl at gmail.com (psminusaxl)
Date: Wed, 14 Apr 2010 09:24:33 -0700
Subject: [rt-users] "homepage refresh interval" under preferences
In-Reply-To: <20100414162005.GD2285@jibsheet.com>
References: <u2l7b5493991004140843yf789ca91mb32109e677ccedbb@mail.gmail.com>
	<20100414162005.GD2285@jibsheet.com>
Message-ID: <r2h7b5493991004140924p89f7e0a2gb6110d1f3e50313@mail.gmail.com>

Thanks for the response Kevin,

Then how does one make it so that the preference trumps the front page?
>From my understanding the front page refresh has to be set everytime you
sign in.  So it will always make the preference setting worthless.  The
preference setting is convient because it remembers it the next time you
sign in.  Any ideas?

Thanks!

On Wed, Apr 14, 2010 at 9:20 AM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Wed, Apr 14, 2010 at 08:43:32AM -0700, psminusaxl wrote:
> >    I've tried setting the "homepage refresh interval" under preferences
> and
> >    save it at 2 minutes or any other value, but it does work. Odd thing
> is in
> >    the Main Page the "Refresh" option to set refresh interval works!
> >
> >    I have tried setting the default value in RT_SiteConfig.pm to no avail
> and I
> >    have also cleared out the mason cache and restarted.
>
> Any setting stored in your session (by changing the portlet on the
> fornt page) is going to trump your Preference.  You may need to log
> out and log back in to clear anything stored in the session.
>
> -kevin
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From falcone at bestpractical.com  Wed Apr 14 12:33:49 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 14 Apr 2010 12:33:49 -0400
Subject: [rt-users] Dashboard by owner
In-Reply-To: <69648FA3-6778-4AC9-B606-21B62C7D74A5@reflector.com>
References: <69648FA3-6778-4AC9-B606-21B62C7D74A5@reflector.com>
Message-ID: <20100414163349.GE2285@jibsheet.com>

On Tue, Apr 13, 2010 at 04:52:36PM -0400, Tyler Eaves wrote:
> Got a request here...
> 
> I'd like a dashboard I can put on the at a glance page that will
> show the new / open / stalled tickets per user, in the same style as
> the per-queue list that's there by default. I'm on 3.8.7.

I assume you've seen
http://search.cpan.org/dist/RT-Extension-SummaryByUser/
but it didn't do what you wanted?

-kevin
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From falcone at bestpractical.com  Wed Apr 14 12:35:20 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 14 Apr 2010 12:35:20 -0400
Subject: [rt-users] "homepage refresh interval" under preferences
In-Reply-To: <r2h7b5493991004140924p89f7e0a2gb6110d1f3e50313@mail.gmail.com>
References: <u2l7b5493991004140843yf789ca91mb32109e677ccedbb@mail.gmail.com>
	<20100414162005.GD2285@jibsheet.com>
	<r2h7b5493991004140924p89f7e0a2gb6110d1f3e50313@mail.gmail.com>
Message-ID: <20100414163520.GF2285@jibsheet.com>

On Wed, Apr 14, 2010 at 09:24:33AM -0700, psminusaxl wrote:
>    Thanks for the response Kevin,
>    Then how does one make it so that the preference trumps the front page? From my understanding
>    the front page refresh has to be set everytime you sign in. So it will always make the
>    preference setting worthless. The preference setting is convient because it remembers it the
>    next time you sign in. Any ideas?

The preferences choice will win the next time you log in.

You've never mentioned an RT version which makes any answers mostly
guesswork.

-kevin
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From psminusaxl at gmail.com  Wed Apr 14 12:39:17 2010
From: psminusaxl at gmail.com (psminusaxl)
Date: Wed, 14 Apr 2010 09:39:17 -0700
Subject: [rt-users] "homepage refresh interval" under preferences
In-Reply-To: <20100414163520.GF2285@jibsheet.com>
References: <u2l7b5493991004140843yf789ca91mb32109e677ccedbb@mail.gmail.com>
	<20100414162005.GD2285@jibsheet.com>
	<r2h7b5493991004140924p89f7e0a2gb6110d1f3e50313@mail.gmail.com>
	<20100414163520.GF2285@jibsheet.com>
Message-ID: <j2u7b5493991004140939o1fcfe12dr9af712f9b59c62ac@mail.gmail.com>

Hi Kevin,

Sorry the version of RT we are running is RT v3.8.4, so if the preference
settings is suppose to win the next time I sign in.  Then its not working.
I go to preference and the settings appear to be what I've set it before 2
minutes.  But at the front page it set as "Do not refresh", which I didn't
touch since I've relaunched.

Thanks for your help!


On Wed, Apr 14, 2010 at 9:35 AM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Wed, Apr 14, 2010 at 09:24:33AM -0700, psminusaxl wrote:
> >    Thanks for the response Kevin,
> >    Then how does one make it so that the preference trumps the front
> page? From my understanding
> >    the front page refresh has to be set everytime you sign in. So it will
> always make the
> >    preference setting worthless. The preference setting is convient
> because it remembers it the
> >    next time you sign in. Any ideas?
>
> The preferences choice will win the next time you log in.
>
> You've never mentioned an RT version which makes any answers mostly
> guesswork.
>
> -kevin
>
>
> 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 teaves at reflector.com  Wed Apr 14 12:44:26 2010
From: teaves at reflector.com (Tyler Eaves)
Date: Wed, 14 Apr 2010 12:44:26 -0400
Subject: [rt-users] Dashboard by owner
In-Reply-To: <20100414163349.GE2285@jibsheet.com>
References: <69648FA3-6778-4AC9-B606-21B62C7D74A5@reflector.com>
	<20100414163349.GE2285@jibsheet.com>
Message-ID: <C22D6FC6-5DBD-44AB-86F0-75690175FB74@reflector.com>

Nope, thanks, that's exactly what I was looking for!

On Apr 14, 2010, at 12:33 PM, Kevin Falcone wrote:

> On Tue, Apr 13, 2010 at 04:52:36PM -0400, Tyler Eaves wrote:
>> Got a request here...
>>
>> I'd like a dashboard I can put on the at a glance page that will
>> show the new / open / stalled tickets per user, in the same style as
>> the per-queue list that's there by default. I'm on 3.8.7.
>
> I assume you've seen
> http://search.cpan.org/dist/RT-Extension-SummaryByUser/
> but it didn't do what you wanted?
>
> -kevin
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

Tyler Eaves
Programmer
Cooke Communications / The Daily Reflector
252-329-9633

teaves at reflector.com





From Juergen.Fritz at albwerk.de  Wed Apr 14 12:51:15 2010
From: Juergen.Fritz at albwerk.de (=?iso-8859-1?Q?Fritz=2C_J=FCrgen?=)
Date: Wed, 14 Apr 2010 18:51:15 +0200
Subject: [rt-users] problem with attached files not sent
In-Reply-To: <4BC5E78A.8080003@diantre.net>
References: <4BC5E78A.8080003@diantre.net>
Message-ID: <1A702CC47173F544972A529CF6EA3C39CD42A54EEB@exchange.albwerk.intern>

Hi,

to which mail-server do you send your mails? Are there any spam-filter on the way? Did you check the mail-server-logs?

Juergen

-----Urspr?ngliche Nachricht-----
Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Julien Rampon
Gesendet: Mittwoch, 14. April 2010 18:04
An: rt-users at lists.bestpractical.com
Betreff: [rt-users] problem with attached files not sent

Hi,

Here's my problem !

First, I'm using RT 3.8.1, perl 5.8.8 and mysql 5.0.32 on a debian (etch).

I use the web interface to reply to my customers tickets and I have to
attach files to my replies.

So I attach files with the "choose file" and then "Add more files" buttons.

When I update the ticket, sometimes no files are sent, sometimes juste 1
of 2 files is sent, sometimes everything works ok.

I tested to reply to a ticket with 6 files, 4 times (with the same files)
- 1st try, only 5 files were sent
- 2nd try, all the 6 files were sent
- 3rd try, 4 files were sent
- 4th try, 5 files were sent

I've got no error in the apache log, and I've not seen this kind of
problem anywhere.

Help is very welcomed ;)

Thanks


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


From psminusaxl at gmail.com  Wed Apr 14 12:57:04 2010
From: psminusaxl at gmail.com (psminusaxl)
Date: Wed, 14 Apr 2010 09:57:04 -0700
Subject: [rt-users] "homepage refresh interval" under preferences
In-Reply-To: <20100414163520.GF2285@jibsheet.com>
References: <u2l7b5493991004140843yf789ca91mb32109e677ccedbb@mail.gmail.com>
	<20100414162005.GD2285@jibsheet.com>
	<r2h7b5493991004140924p89f7e0a2gb6110d1f3e50313@mail.gmail.com>
	<20100414163520.GF2285@jibsheet.com>
Message-ID: <t2n7b5493991004140957jad23d55ar7d50ea99f88faf12@mail.gmail.com>

I went ahead and remove the front page refresh option just to take that out
of the picture.  And it appears the preference refresh still doesn't work.
Any clues?

Thanks!

On Wed, Apr 14, 2010 at 9:35 AM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Wed, Apr 14, 2010 at 09:24:33AM -0700, psminusaxl wrote:
> >    Thanks for the response Kevin,
> >    Then how does one make it so that the preference trumps the front
> page? From my understanding
> >    the front page refresh has to be set everytime you sign in. So it will
> always make the
> >    preference setting worthless. The preference setting is convient
> because it remembers it the
> >    next time you sign in. Any ideas?
>
> The preferences choice will win the next time you log in.
>
> You've never mentioned an RT version which makes any answers mostly
> guesswork.
>
> -kevin
>
>
> 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 jtb at diantre.net  Wed Apr 14 13:04:53 2010
From: jtb at diantre.net (Julien Rampon)
Date: Wed, 14 Apr 2010 19:04:53 +0200
Subject: [rt-users] problem with attached files not sent
In-Reply-To: <1A702CC47173F544972A529CF6EA3C39CD42A54EEB@exchange.albwerk.intern>
References: <4BC5E78A.8080003@diantre.net>
	<1A702CC47173F544972A529CF6EA3C39CD42A54EEB@exchange.albwerk.intern>
Message-ID: <4BC5F5B5.4070405@diantre.net>

Hi Juergen,

The problem is worse than just a spam-filter, as some of the files are
randomly omitted when uploading with the web interface : for example, if
we attach five files, the interface shows perhaps 3 (in the outgoing
mail) and the customer receives only these 3.
However, if the customer sends 5 files by email, all 5 are received and
visible in the web interface.

Julien

Fritz wrote:
> Hi,
> 
> to which mail-server do you send your mails? Are there any spam-filter on the way? Did you check the mail-server-logs?
> 
> Juergen
> 
> -----Urspr?ngliche Nachricht-----
> Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Julien Rampon
> Gesendet: Mittwoch, 14. April 2010 18:04
> An: rt-users at lists.bestpractical.com
> Betreff: [rt-users] problem with attached files not sent
> 
> Hi,
> 
> Here's my problem !
> 
> First, I'm using RT 3.8.1, perl 5.8.8 and mysql 5.0.32 on a debian (etch).
> 
> I use the web interface to reply to my customers tickets and I have to
> attach files to my replies.
> 
> So I attach files with the "choose file" and then "Add more files" buttons.
> 
> When I update the ticket, sometimes no files are sent, sometimes juste 1
> of 2 files is sent, sometimes everything works ok.
> 
> I tested to reply to a ticket with 6 files, 4 times (with the same files)
> - 1st try, only 5 files were sent
> - 2nd try, all the 6 files were sent
> - 3rd try, 4 files were sent
> - 4th try, 5 files were sent
> 
> I've got no error in the apache log, and I've not seen this kind of
> problem anywhere.
> 
> Help is very welcomed ;)
> 
> Thanks
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From mathieu at closetwork.org  Wed Apr 14 13:14:12 2010
From: mathieu at closetwork.org (Mathieu Longtin)
Date: Wed, 14 Apr 2010 13:14:12 -0400
Subject: [rt-users] problem with attached files not sent
In-Reply-To: <4BC5F5B5.4070405@diantre.net>
References: <4BC5E78A.8080003@diantre.net>
	<1A702CC47173F544972A529CF6EA3C39CD42A54EEB@exchange.albwerk.intern>
	<4BC5F5B5.4070405@diantre.net>
Message-ID: <x2j539eb5521004141014xe4734e28g2ac2ba8e6423690c@mail.gmail.com>

Don't know if it's related, but there some issue with selecting the proper
txt and html pair as the message body when sending emails. It will often
pick up an attached text file as the body of the message, and then attach
the body separately.

--
Mathieu Longtin
1-514-803-8977


On Wed, Apr 14, 2010 at 1:04 PM, Julien Rampon <jtb at diantre.net> wrote:

> Hi Juergen,
>
> The problem is worse than just a spam-filter, as some of the files are
> randomly omitted when uploading with the web interface : for example, if
> we attach five files, the interface shows perhaps 3 (in the outgoing
> mail) and the customer receives only these 3.
> However, if the customer sends 5 files by email, all 5 are received and
> visible in the web interface.
>
> Julien
>
> Fritz wrote:
> > Hi,
> >
> > to which mail-server do you send your mails? Are there any spam-filter on
> the way? Did you check the mail-server-logs?
> >
> > Juergen
> >
> > -----Urspr?ngliche Nachricht-----
> > Von: rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] Im Auftrag von Julien Rampon
> > Gesendet: Mittwoch, 14. April 2010 18:04
> > An: rt-users at lists.bestpractical.com
> > Betreff: [rt-users] problem with attached files not sent
> >
> > Hi,
> >
> > Here's my problem !
> >
> > First, I'm using RT 3.8.1, perl 5.8.8 and mysql 5.0.32 on a debian
> (etch).
> >
> > I use the web interface to reply to my customers tickets and I have to
> > attach files to my replies.
> >
> > So I attach files with the "choose file" and then "Add more files"
> buttons.
> >
> > When I update the ticket, sometimes no files are sent, sometimes juste 1
> > of 2 files is sent, sometimes everything works ok.
> >
> > I tested to reply to a ticket with 6 files, 4 times (with the same files)
> > - 1st try, only 5 files were sent
> > - 2nd try, all the 6 files were sent
> > - 3rd try, 4 files were sent
> > - 4th try, 5 files were sent
> >
> > I've got no error in the apache log, and I've not seen this kind of
> > problem anywhere.
> >
> > Help is very welcomed ;)
> >
> > Thanks
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.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 michael.graziano at premierheart.com  Wed Apr 14 13:56:54 2010
From: michael.graziano at premierheart.com (Michael Graziano)
Date: Wed, 14 Apr 2010 13:56:54 -0400
Subject: [rt-users] Newbie Question
In-Reply-To: <BBEE43CFAA689C4DB54D974EEE9E6A6601FAB471@livexc1.samhouston.net>
References: <BBEE43CFAA689C4DB54D974EEE9E6A6601FAB471@livexc1.samhouston.net>
Message-ID: <2BD1BB7C-5BD3-4153-BC23-5DA91AD5965A@premierheart.com>

Hi Brian,

On Mar 24, 2010, at 5:46 PM, Brian Lawson wrote:
>
> Here?s my situation:
> Our company has a group of customer service reps and my boss would  
> rather have them share a login username and password as a group and  
> then have a mandatory custom field for their real name and their  
> email address.  That way they (as a group) can see all the tickets  
> for the group.

What you are describing is probably better implemented as a queue (or  
set of queues) with an email address. All CSRs should be in a group  
that has appropriate permissions on the queue so they can see/update/ 
steal eachother's tickets as needed.
This preserves accountability (actions are attributed to individual  
users) which your proposed scheme above would destroy.


> He wants RT to use the email address entered as the one used for any  
> correspondence, not the address for the username.

I'm not sure I follow.  Configured as I describe above messages sent  
from RT will come from the queue email address, and reply-to will  
point at the queue email address. (The typical format for the "from  
name" is "John Doe (via RT)", but you can change this easily).

You COULD hack around this & override the From/Reply-To addresses, but  
if you specify an address that rt-mailgate isn't watching then  
correspondence will bypass RT, which defeats the purpose of a  
ticketing system...


> Also, we would like to do field validation on the email to make sure  
> it is a valid email address for our mail server.
This is a moot point given the above -- just make sure your queue  
emails are (a) valid and (b) watched by rt-mailgate and everything  
should take care of itself. :)


-MG
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From covilk at lmax.com  Wed Apr 14 14:07:25 2010
From: covilk at lmax.com (Kim Covil)
Date: Wed, 14 Apr 2010 19:07:25 +0100
Subject: [rt-users] Problem configuring RT Timezone
Message-ID: <4BC6045D.4070301@lmax.com>

Hi,

I am having a bizarre problem configuring the Timezone I want RT to 
display in the Web UI. It doesn't seem to be related to the other issues 
I have seen in the archives or wiki.

The system hosting RT has its timezone set to UTC. I want RT to display 
the BST timezone for Europe/London (GMT +1) in the web interface and on 
emails. I am happy for UTC to continue to be used for all logs and 
database entries.

I have added the following line to etc/RT_SiteConfig.pm:

Set( $Timezone , 'Europe/London');

I have checked that this is a valid timezone as it exists in 
/usr/share/zoneinfo:

# ls -la /usr/share/zoneinfo/Europe/London
-rw-r--r-- 7 root root 3661 Jun 20  2009 /usr/share/zoneinfo/Europe/London

I can see this configuration change is loaded correctly when I go to 
http://<rt-server>/Admin/Tools/Configuration.html

I have also manually set my users "About Me" preference for timezone to 
"Europe/London +0100" from the drop down list.

None of this seems to have any effect on the display of times for 
existing tickets in the web ui.

What am I missing? Is there something else I should try?

Here are are the system versions:
RT version: 3.8.6
OS: CentOS release 5.3 (Final)
Kernel: Linux 2.6.18-128.1.16.el5xen #1 SMP Tue Jun 30 06:39:23 EDT 2009 
x86_64 x86_64 x86_64 GNU/Linux
Perl: 5.8.8
Apache: httpd-2.2.3-22.el5.centos.1

Is there anything else useful to provide?

Kind Regards,

Kim



The information in this e-mail and any attachment is confidential and is intended only for the named recipient(s). The e-mail may not be disclosed or used by any person other than the addressee, nor may it be copied in any way. If you are not a named recipient please notify the sender immediately and delete any copies of this message. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden. Any view or opinions presented are solely those of the author and do not necessarily represent those of the company.


From raubvogel at gmail.com  Wed Apr 14 14:15:45 2010
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Wed, 14 Apr 2010 14:15:45 -0400
Subject: [rt-users] Newbie Question
In-Reply-To: <2BD1BB7C-5BD3-4153-BC23-5DA91AD5965A@premierheart.com>
References: <BBEE43CFAA689C4DB54D974EEE9E6A6601FAB471@livexc1.samhouston.net>
	<2BD1BB7C-5BD3-4153-BC23-5DA91AD5965A@premierheart.com>
Message-ID: <q2k2c6cf52a1004141115n544861x9cc83ce430118f4f@mail.gmail.com>

On Wed, Apr 14, 2010 at 1:56 PM, Michael Graziano
<michael.graziano at premierheart.com> wrote:
> Hi Brian,
> On Mar 24, 2010, at 5:46 PM, Brian Lawson wrote:
>
> He wants RT to use the email address entered as the one used for any
> correspondence, not the address for the username.
>
> I'm not sure I follow. ?Configured as I describe above messages sent from RT
> will come from the queue email address, and reply-to will point at the queue
> email address. (The typical format for the "from name" is "John Doe (via
> RT)", but you can change this easily).
>
> You COULD hack around this & override the From/Reply-To addresses, but if
> you specify an address that rt-mailgate isn't watching then correspondence
> will bypass RT, which defeats the purpose of a ticketing system...
>
      We do something similar at work. We did edit the "from name" to
be something like "BoogerEater Support," while the From/Reply-To email
address is, say, support at nomnom.com; each support member then signs
his/hers/its replies and that's that. Everyone on the support group
sees the replies in their inboxes or through RT's webpage.


From falcone at bestpractical.com  Wed Apr 14 14:18:57 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 14 Apr 2010 14:18:57 -0400
Subject: [rt-users] "homepage refresh interval" under preferences
In-Reply-To: <t2n7b5493991004140957jad23d55ar7d50ea99f88faf12@mail.gmail.com>
References: <u2l7b5493991004140843yf789ca91mb32109e677ccedbb@mail.gmail.com>
	<20100414162005.GD2285@jibsheet.com>
	<r2h7b5493991004140924p89f7e0a2gb6110d1f3e50313@mail.gmail.com>
	<20100414163520.GF2285@jibsheet.com>
	<t2n7b5493991004140957jad23d55ar7d50ea99f88faf12@mail.gmail.com>
Message-ID: <20100414181857.GG2285@jibsheet.com>

On Wed, Apr 14, 2010 at 09:57:04AM -0700, psminusaxl wrote:
>    I went ahead and remove the front page refresh option just to take that out of the picture.
>    And it appears the preference refresh still doesn't work. Any clues?
>    Thanks!

Unfortunately, all I can offer is that it just worked fine for me on a
production 3.8.7, and I've not seen other reports of this failing.

-kevin

>    On Wed, Apr 14, 2010 at 9:35 AM, Kevin Falcone <[1]falcone at bestpractical.com> wrote:
> 
>      On Wed, Apr 14, 2010 at 09:24:33AM -0700, psminusaxl wrote:
>      > Thanks for the response Kevin,
>      > Then how does one make it so that the preference trumps the front page? From my
>      understanding
>      > the front page refresh has to be set everytime you sign in. So it will always make the
>      > preference setting worthless. The preference setting is convient because it remembers it
>      the
>      > next time you sign in. Any ideas?
> 
>      The preferences choice will win the next time you log in.
> 
>      You've never mentioned an RT version which makes any answers mostly
>      guesswork.
>      -kevin
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From ruslan.zakirov at gmail.com  Wed Apr 14 15:27:55 2010
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 14 Apr 2010 23:27:55 +0400
Subject: [rt-users] Problem configuring RT Timezone
In-Reply-To: <4BC6045D.4070301@lmax.com>
References: <4BC6045D.4070301@lmax.com>
Message-ID: <s2r589c94401004141227p11315a06zc0dd9a294992c79f@mail.gmail.com>

Hello,

Is it mod_perl? I suspect it's issue when perl's ENV is untied from system's.

On Wed, Apr 14, 2010 at 10:07 PM, Kim Covil <covilk at lmax.com> wrote:
> Hi,
>
> I am having a bizarre problem configuring the Timezone I want RT to display
> in the Web UI. It doesn't seem to be related to the other issues I have seen
> in the archives or wiki.
>
> The system hosting RT has its timezone set to UTC. I want RT to display the
> BST timezone for Europe/London (GMT +1) in the web interface and on emails.
> I am happy for UTC to continue to be used for all logs and database entries.
>
> I have added the following line to etc/RT_SiteConfig.pm:
>
> Set( $Timezone , 'Europe/London');
>
> I have checked that this is a valid timezone as it exists in
> /usr/share/zoneinfo:
>
> # ls -la /usr/share/zoneinfo/Europe/London
> -rw-r--r-- 7 root root 3661 Jun 20 ?2009 /usr/share/zoneinfo/Europe/London
>
> I can see this configuration change is loaded correctly when I go to
> http://<rt-server>/Admin/Tools/Configuration.html
>
> I have also manually set my users "About Me" preference for timezone to
> "Europe/London +0100" from the drop down list.
>
> None of this seems to have any effect on the display of times for existing
> tickets in the web ui.
>
> What am I missing? Is there something else I should try?
>
> Here are are the system versions:
> RT version: 3.8.6
> OS: CentOS release 5.3 (Final)
> Kernel: Linux 2.6.18-128.1.16.el5xen #1 SMP Tue Jun 30 06:39:23 EDT 2009
> x86_64 x86_64 x86_64 GNU/Linux
> Perl: 5.8.8
> Apache: httpd-2.2.3-22.el5.centos.1
>
> Is there anything else useful to provide?
>
> Kind Regards,
>
> Kim
>
>
>
> The information in this e-mail and any attachment is confidential and is
> intended only for the named recipient(s). The e-mail may not be disclosed or
> used by any person other than the addressee, nor may it be copied in any
> way. If you are not a named recipient please notify the sender immediately
> and delete any copies of this message. Any unauthorized copying, disclosure
> or distribution of the material in this e-mail is strictly forbidden. Any
> view or opinions presented are solely those of the author and do not
> necessarily represent those of the company.
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From mmcgrath at carthage.edu  Wed Apr 14 15:52:55 2010
From: mmcgrath at carthage.edu (Max McGrath)
Date: Wed, 14 Apr 2010 14:52:55 -0500
Subject: [rt-users] Use a calendar item as custom field
Message-ID: <h2h6b011ab81004141252ie41b2486o81338984eb96cc53@mail.gmail.com>

Hi all-

Using RT 3.8.7 on Ubuntu 9.10.

Looking do have a "Need By" custom field for certain queues.  Instead of
having a user type out a date, is there anyway to use a calendar item, so
they could click it and a calendar would pop up giving them clicking
abilities to choose a date?

Just curious..

Thanks!

Max
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath at carthage.edu
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From psminusaxl at gmail.com  Wed Apr 14 17:30:21 2010
From: psminusaxl at gmail.com (psminusaxl)
Date: Wed, 14 Apr 2010 14:30:21 -0700
Subject: [rt-users] "homepage refresh interval" under preferences
In-Reply-To: <20100414181857.GG2285@jibsheet.com>
References: <u2l7b5493991004140843yf789ca91mb32109e677ccedbb@mail.gmail.com>
	<20100414162005.GD2285@jibsheet.com>
	<r2h7b5493991004140924p89f7e0a2gb6110d1f3e50313@mail.gmail.com>
	<20100414163520.GF2285@jibsheet.com>
	<t2n7b5493991004140957jad23d55ar7d50ea99f88faf12@mail.gmail.com>
	<20100414181857.GG2285@jibsheet.com>
Message-ID: <v2z7b5493991004141430m6febf74di942b79b8ae2fd@mail.gmail.com>

Anybody else can chime in?  I think if I can determine where and how the
"home page interval" gets triggered I can better pin point the problem.
Right now i'm clueless the process flow of how that gets triggered.

thanks in advance....
psminusaxl

On Wed, Apr 14, 2010 at 11:18 AM, Kevin Falcone
<falcone at bestpractical.com>wrote:

> On Wed, Apr 14, 2010 at 09:57:04AM -0700, psminusaxl wrote:
> >    I went ahead and remove the front page refresh option just to take
> that out of the picture.
> >    And it appears the preference refresh still doesn't work. Any clues?
> >    Thanks!
>
> Unfortunately, all I can offer is that it just worked fine for me on a
> production 3.8.7, and I've not seen other reports of this failing.
>
> -kevin
>
> >    On Wed, Apr 14, 2010 at 9:35 AM, Kevin Falcone <[1]
> falcone at bestpractical.com> wrote:
> >
> >      On Wed, Apr 14, 2010 at 09:24:33AM -0700, psminusaxl wrote:
> >      > Thanks for the response Kevin,
> >      > Then how does one make it so that the preference trumps the front
> page? From my
> >      understanding
> >      > the front page refresh has to be set everytime you sign in. So it
> will always make the
> >      > preference setting worthless. The preference setting is convient
> because it remembers it
> >      the
> >      > next time you sign in. Any ideas?
> >
> >      The preferences choice will win the next time you log in.
> >
> >      You've never mentioned an RT version which makes any answers mostly
> >      guesswork.
> >      -kevin
>
>
> 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 ktm at rice.edu  Wed Apr 14 17:35:30 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Wed, 14 Apr 2010 16:35:30 -0500
Subject: [rt-users] "homepage refresh interval" under preferences
In-Reply-To: <v2z7b5493991004141430m6febf74di942b79b8ae2fd@mail.gmail.com>
References: <u2l7b5493991004140843yf789ca91mb32109e677ccedbb@mail.gmail.com>
	<20100414162005.GD2285@jibsheet.com>
	<r2h7b5493991004140924p89f7e0a2gb6110d1f3e50313@mail.gmail.com>
	<20100414163520.GF2285@jibsheet.com>
	<t2n7b5493991004140957jad23d55ar7d50ea99f88faf12@mail.gmail.com>
	<20100414181857.GG2285@jibsheet.com>
	<v2z7b5493991004141430m6febf74di942b79b8ae2fd@mail.gmail.com>
Message-ID: <20100414213530.GC1699@aart.is.rice.edu>

It works for me on version 3.8.5.

Cheers,
Ken

On Wed, Apr 14, 2010 at 02:30:21PM -0700, psminusaxl wrote:
> Anybody else can chime in?  I think if I can determine where and how the
> "home page interval" gets triggered I can better pin point the problem.
> Right now i'm clueless the process flow of how that gets triggered.
> 
> thanks in advance....
> psminusaxl
> 
> On Wed, Apr 14, 2010 at 11:18 AM, Kevin Falcone
> <falcone at bestpractical.com>wrote:
> 
> > On Wed, Apr 14, 2010 at 09:57:04AM -0700, psminusaxl wrote:
> > >    I went ahead and remove the front page refresh option just to take
> > that out of the picture.
> > >    And it appears the preference refresh still doesn't work. Any clues?
> > >    Thanks!
> >
> > Unfortunately, all I can offer is that it just worked fine for me on a
> > production 3.8.7, and I've not seen other reports of this failing.
> >
> > -kevin
> >
> > >    On Wed, Apr 14, 2010 at 9:35 AM, Kevin Falcone <[1]
> > falcone at bestpractical.com> wrote:
> > >
> > >      On Wed, Apr 14, 2010 at 09:24:33AM -0700, psminusaxl wrote:
> > >      > Thanks for the response Kevin,
> > >      > Then how does one make it so that the preference trumps the front
> > page? From my
> > >      understanding
> > >      > the front page refresh has to be set everytime you sign in. So it
> > will always make the
> > >      > preference setting worthless. The preference setting is convient
> > because it remembers it
> > >      the
> > >      > next time you sign in. Any ideas?
> > >
> > >      The preferences choice will win the next time you log in.
> > >
> > >      You've never mentioned an RT version which makes any answers mostly
> > >      guesswork.
> > >      -kevin
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >

> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com


From psminusaxl at gmail.com  Wed Apr 14 18:16:29 2010
From: psminusaxl at gmail.com (psminusaxl)
Date: Wed, 14 Apr 2010 15:16:29 -0700
Subject: [rt-users] "homepage refresh interval" under preferences
In-Reply-To: <20100414213530.GC1699@aart.is.rice.edu>
References: <u2l7b5493991004140843yf789ca91mb32109e677ccedbb@mail.gmail.com>
	<20100414162005.GD2285@jibsheet.com>
	<r2h7b5493991004140924p89f7e0a2gb6110d1f3e50313@mail.gmail.com>
	<20100414163520.GF2285@jibsheet.com>
	<t2n7b5493991004140957jad23d55ar7d50ea99f88faf12@mail.gmail.com>
	<20100414181857.GG2285@jibsheet.com>
	<v2z7b5493991004141430m6febf74di942b79b8ae2fd@mail.gmail.com>
	<20100414213530.GC1699@aart.is.rice.edu>
Message-ID: <y2s7b5493991004141516ydd5d95cbkf5d3a3bfae82d24b@mail.gmail.com>

Thanks Ken for the feedback. :)  I will opt for upgrading if there is no
other way around.

On Wed, Apr 14, 2010 at 2:35 PM, Kenneth Marshall <ktm at rice.edu> wrote:

> It works for me on version 3.8.5.
>
> Cheers,
> Ken
>
> On Wed, Apr 14, 2010 at 02:30:21PM -0700, psminusaxl wrote:
> > Anybody else can chime in?  I think if I can determine where and how the
> > "home page interval" gets triggered I can better pin point the problem.
> > Right now i'm clueless the process flow of how that gets triggered.
> >
> > thanks in advance....
> > psminusaxl
> >
> > On Wed, Apr 14, 2010 at 11:18 AM, Kevin Falcone
> > <falcone at bestpractical.com>wrote:
> >
> > > On Wed, Apr 14, 2010 at 09:57:04AM -0700, psminusaxl wrote:
> > > >    I went ahead and remove the front page refresh option just to take
> > > that out of the picture.
> > > >    And it appears the preference refresh still doesn't work. Any
> clues?
> > > >    Thanks!
> > >
> > > Unfortunately, all I can offer is that it just worked fine for me on a
> > > production 3.8.7, and I've not seen other reports of this failing.
> > >
> > > -kevin
> > >
> > > >    On Wed, Apr 14, 2010 at 9:35 AM, Kevin Falcone <[1]
> > > falcone at bestpractical.com> wrote:
> > > >
> > > >      On Wed, Apr 14, 2010 at 09:24:33AM -0700, psminusaxl wrote:
> > > >      > Thanks for the response Kevin,
> > > >      > Then how does one make it so that the preference trumps the
> front
> > > page? From my
> > > >      understanding
> > > >      > the front page refresh has to be set everytime you sign in. So
> it
> > > will always make the
> > > >      > preference setting worthless. The preference setting is
> convient
> > > because it remembers it
> > > >      the
> > > >      > next time you sign in. Any ideas?
> > > >
> > > >      The preferences choice will win the next time you log in.
> > > >
> > > >      You've never mentioned an RT version which makes any answers
> mostly
> > > >      guesswork.
> > > >      -kevin
> > >
> > >
> > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > > Buy a copy at http://rtbook.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 william.graboyes at theportalgrp.com  Wed Apr 14 18:22:02 2010
From: william.graboyes at theportalgrp.com (William Graboyes)
Date: Wed, 14 Apr 2010 15:22:02 -0700
Subject: [rt-users] "homepage refresh interval" under preferences
In-Reply-To: <y2s7b5493991004141516ydd5d95cbkf5d3a3bfae82d24b@mail.gmail.com>
References: <u2l7b5493991004140843yf789ca91mb32109e677ccedbb@mail.gmail.com>
	<20100414162005.GD2285@jibsheet.com>
	<r2h7b5493991004140924p89f7e0a2gb6110d1f3e50313@mail.gmail.com>
	<20100414163520.GF2285@jibsheet.com>
	<t2n7b5493991004140957jad23d55ar7d50ea99f88faf12@mail.gmail.com>
	<20100414181857.GG2285@jibsheet.com>
	<v2z7b5493991004141430m6febf74di942b79b8ae2fd@mail.gmail.com>
	<20100414213530.GC1699@aart.is.rice.edu>
	<y2s7b5493991004141516ydd5d95cbkf5d3a3bfae82d24b@mail.gmail.com>
Message-ID: <n2g8a5c3dac1004141522ic127ca8cs5f909e9a732f0074@mail.gmail.com>

Works for me 3.8.4

Bill

On Wed, Apr 14, 2010 at 15:16, psminusaxl <psminusaxl at gmail.com> wrote:

> Thanks Ken for the feedback. :)  I will opt for upgrading if there is no
> other way around.
>
>
> On Wed, Apr 14, 2010 at 2:35 PM, Kenneth Marshall <ktm at rice.edu> wrote:
>
>> It works for me on version 3.8.5.
>>
>> Cheers,
>> Ken
>>
>> On Wed, Apr 14, 2010 at 02:30:21PM -0700, psminusaxl wrote:
>> > Anybody else can chime in?  I think if I can determine where and how the
>> > "home page interval" gets triggered I can better pin point the problem.
>> > Right now i'm clueless the process flow of how that gets triggered.
>> >
>> > thanks in advance....
>> > psminusaxl
>> >
>> > On Wed, Apr 14, 2010 at 11:18 AM, Kevin Falcone
>> > <falcone at bestpractical.com>wrote:
>> >
>> > > On Wed, Apr 14, 2010 at 09:57:04AM -0700, psminusaxl wrote:
>> > > >    I went ahead and remove the front page refresh option just to
>> take
>> > > that out of the picture.
>> > > >    And it appears the preference refresh still doesn't work. Any
>> clues?
>> > > >    Thanks!
>> > >
>> > > Unfortunately, all I can offer is that it just worked fine for me on a
>> > > production 3.8.7, and I've not seen other reports of this failing.
>> > >
>> > > -kevin
>> > >
>> > > >    On Wed, Apr 14, 2010 at 9:35 AM, Kevin Falcone <[1]
>> > > falcone at bestpractical.com> wrote:
>> > > >
>> > > >      On Wed, Apr 14, 2010 at 09:24:33AM -0700, psminusaxl wrote:
>> > > >      > Thanks for the response Kevin,
>> > > >      > Then how does one make it so that the preference trumps the
>> front
>> > > page? From my
>> > > >      understanding
>> > > >      > the front page refresh has to be set everytime you sign in.
>> So it
>> > > will always make the
>> > > >      > preference setting worthless. The preference setting is
>> convient
>> > > because it remembers it
>> > > >      the
>> > > >      > next time you sign in. Any ideas?
>> > > >
>> > > >      The preferences choice will win the next time you log in.
>> > > >
>> > > >      You've never mentioned an RT version which makes any answers
>> mostly
>> > > >      guesswork.
>> > > >      -kevin
>> > >
>> > >
>> > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> > > Buy a copy at http://rtbook.bestpractical.com
>> > >
>>
>> >
>> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> > Buy a copy at http://rtbook.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 psminusaxl at gmail.com  Wed Apr 14 19:13:12 2010
From: psminusaxl at gmail.com (psminusaxl)
Date: Wed, 14 Apr 2010 16:13:12 -0700
Subject: [rt-users] "homepage refresh interval" under preferences
In-Reply-To: <n2g8a5c3dac1004141522ic127ca8cs5f909e9a732f0074@mail.gmail.com>
References: <u2l7b5493991004140843yf789ca91mb32109e677ccedbb@mail.gmail.com>
	<20100414162005.GD2285@jibsheet.com>
	<r2h7b5493991004140924p89f7e0a2gb6110d1f3e50313@mail.gmail.com>
	<20100414163520.GF2285@jibsheet.com>
	<t2n7b5493991004140957jad23d55ar7d50ea99f88faf12@mail.gmail.com>
	<20100414181857.GG2285@jibsheet.com>
	<v2z7b5493991004141430m6febf74di942b79b8ae2fd@mail.gmail.com>
	<20100414213530.GC1699@aart.is.rice.edu>
	<y2s7b5493991004141516ydd5d95cbkf5d3a3bfae82d24b@mail.gmail.com>
	<n2g8a5c3dac1004141522ic127ca8cs5f909e9a732f0074@mail.gmail.com>
Message-ID: <o2u7b5493991004141613i77f1e9ecxf62aec827e3a5ae@mail.gmail.com>

Thanks Bill...then its something funky with my setup. :(




On Wed, Apr 14, 2010 at 3:22 PM, William Graboyes <
william.graboyes at theportalgrp.com> wrote:

> Works for me 3.8.4
>
> Bill
>
>
> On Wed, Apr 14, 2010 at 15:16, psminusaxl <psminusaxl at gmail.com> wrote:
>
>> Thanks Ken for the feedback. :)  I will opt for upgrading if there is no
>> other way around.
>>
>>
>> On Wed, Apr 14, 2010 at 2:35 PM, Kenneth Marshall <ktm at rice.edu> wrote:
>>
>>> It works for me on version 3.8.5.
>>>
>>> Cheers,
>>> Ken
>>>
>>> On Wed, Apr 14, 2010 at 02:30:21PM -0700, psminusaxl wrote:
>>> > Anybody else can chime in?  I think if I can determine where and how
>>> the
>>> > "home page interval" gets triggered I can better pin point the problem.
>>> > Right now i'm clueless the process flow of how that gets triggered.
>>> >
>>> > thanks in advance....
>>> > psminusaxl
>>> >
>>> > On Wed, Apr 14, 2010 at 11:18 AM, Kevin Falcone
>>> > <falcone at bestpractical.com>wrote:
>>> >
>>> > > On Wed, Apr 14, 2010 at 09:57:04AM -0700, psminusaxl wrote:
>>> > > >    I went ahead and remove the front page refresh option just to
>>> take
>>> > > that out of the picture.
>>> > > >    And it appears the preference refresh still doesn't work. Any
>>> clues?
>>> > > >    Thanks!
>>> > >
>>> > > Unfortunately, all I can offer is that it just worked fine for me on
>>> a
>>> > > production 3.8.7, and I've not seen other reports of this failing.
>>> > >
>>> > > -kevin
>>> > >
>>> > > >    On Wed, Apr 14, 2010 at 9:35 AM, Kevin Falcone <[1]
>>> > > falcone at bestpractical.com> wrote:
>>> > > >
>>> > > >      On Wed, Apr 14, 2010 at 09:24:33AM -0700, psminusaxl wrote:
>>> > > >      > Thanks for the response Kevin,
>>> > > >      > Then how does one make it so that the preference trumps the
>>> front
>>> > > page? From my
>>> > > >      understanding
>>> > > >      > the front page refresh has to be set everytime you sign in.
>>> So it
>>> > > will always make the
>>> > > >      > preference setting worthless. The preference setting is
>>> convient
>>> > > because it remembers it
>>> > > >      the
>>> > > >      > next time you sign in. Any ideas?
>>> > > >
>>> > > >      The preferences choice will win the next time you log in.
>>> > > >
>>> > > >      You've never mentioned an RT version which makes any answers
>>> mostly
>>> > > >      guesswork.
>>> > > >      -kevin
>>> > >
>>> > >
>>> > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> > > Buy a copy at http://rtbook.bestpractical.com
>>> > >
>>>
>>> >
>>> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> > Buy a copy at http://rtbook.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 SGladkovich at archinsurance.com  Wed Apr 14 19:47:15 2010
From: SGladkovich at archinsurance.com (Gladkovich, Sergey)
Date: Wed, 14 Apr 2010 19:47:15 -0400
Subject: [rt-users] NTLM-based Single Sign-On doesn't work - RT continues to
 present login screen
Message-ID: <B73B6DA383430844B4C49538DD278B5B38E2CA09@exchmb01.corp.archcapservices.com>

Hi,

I have a working instance of RT 3.8.7 running under Apache 2.2.3 on RHEL 5.4.  The instance has been set up to authenticate users against Active Directory via RT::Authen::ExternalAuth & LDAP.  The LDAP authentication works fine (i.e. users log in with their AD credentials, and new users get created in RT when ticket requests come in via e-mail.)

Now I need to implement Single Sign-On, so that the users at MSWin workstation could simply browse to the RT interface without having to type in their username/password again.  To do this I've followed the instructions outlined at http://blank.org/memory/output/rt-ad-sso.html and at http://wiki.bestpractical.com/view/NtlmAuthentication.  I've also searched around the RT mailing list archives but couldn't find anything that described the problem I'm having.

The problem is that RT still presents the login screen when you go to its URL for the first time.

My main questions are:

*       Can NTLM & RT::Authen::ExternalAuth co-exist?
*       Is there a way to get debugging output from mod_ntlm?
*       Are there any additional pointers or advice regarding single sign-on with RT?

Besides this, any input on the issue would be highly appreciated.

P.S.  Here what has been done so far, in a nutshell:

*       Compiled and installed mod_ntlm
*       Installed User_Local.pm and MailFrom_Local.pm from http://www2.usit.uio.no/it/rt/modifications/
*       Installed Web_Local.pm from http://blank.org/memory/work/Web_Local.pm
*       Included this snippet in RT_SiteConfig.pm:

Set($WebExternalAuth   , '1');
Set($WebFallbackToInternalAuth, '1');
Set($WebExternalGecos  , undef);
Set($WebExternalAuto   , '1');

Set($LDAPExternalAuth  , '1'); # Enable LDAP auth
Set($LdapServer        , 'mycompanys.ldap.server.com');
Set($LdapCAFile        , undef);
Set($LdapUser          , '<LDAP user>');
Set($LdapPass          , '<LDAP password>');
Set($LdapAuthStartTLS  , '0'); # Need to use TLS or ldaps to check passwords
Set($LdapAuthBase      , 'dc=my,dc=company,dc=com');
Set($LdapAuthUidAttr   , 'sAMAccountName');
Set($LdapAuthFilter    , '(objectClass=user)');
Set($LdapMailBase      , 'dc=my,dc=companymail,dc=com');
Set($LdapMailFilter    , '(objectClass=user)');
Set($LdapMailScope     , 'sub');
Set($LdapMailSearchAttr, 'mail');
%RT::LdapMailResultMap = (
                          'sAMAccountName'        => 'Name',
                          'mail'                  => 'EmailAddress',
                          'cn'                    => 'RealName',
                          );

*       Included this in httpd.conf RT's virtual server section:

   PerlModule Apache2::compat
   PerlModule Apache::DBI

   PerlRequire /opt/rt3/bin/webmux.pl

   <Directory /opt/rt3/share/html>
       Order allow,deny
       Allow from all

       SetHandler perl-script
       PerlResponseHandler RT::Mason

       AuthName "Request Tracker"
       AuthType NTLM
       NTLMAuth on
       NTLMAuthoritative on
       NTLMDomain MYCOMPANYS_AD_DOMAIN
       NTLMServer my_companys_dc1
       NTLMBackup my_companys_dc2
   </Directory>

*       Restarted Apache
*       Added our RT URL to IE's "trusted sites" list


Again, thanks in advance,
Sergey


Sergey Gladkovich | UNIX Systems Engineer | (w) 201-743 -4293 | (m) 646-291-7123
Arch Insurance Group Inc.
300 - Plaza Three - 3rd Floor
Jersey City NJ 07311
Tel: 201-743-4000, Fax: 201-743-4005



  ________________________________
The information contained in this e-mail message may be privileged and confidential information and is intended only for the use of the individual and/or entity identified in the alias address of this message. If the reader of this message is not the intended recipient, or an employee or agent responsible to deliver it to the intended recipient, you are hereby requested not to distribute or copy this communication. If you have received this communication in error, please notify us immediately by telephone or return e-mail and delete the original message from your system.
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From Juergen.Fritz at albwerk.de  Thu Apr 15 05:07:26 2010
From: Juergen.Fritz at albwerk.de (=?iso-8859-1?Q?Fritz=2C_J=FCrgen?=)
Date: Thu, 15 Apr 2010 11:07:26 +0200
Subject: [rt-users] SCRIP - User defined condition
Message-ID: <1A702CC47173F544972A529CF6EA3C39CD42A54EED@exchange.albwerk.intern>

Hi,

after reading the docs and wiki (and didn't know perl) i didn't could solve my problem.

I need a "User-defined-condition" on a SCRIP:

The "on-correspond-scrip" should NOT execute

   if the email comes from "hotline at somewhere.com"
   and the subject contains "Your Call is"


Background: an external hotline (which is in the Cc-List) gets his own mails back ... they are playing "ping-pong"

Who can help me with some code?

Thank you
Juergen
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From redssr at linuxmail.org  Thu Apr 15 07:43:07 2010
From: redssr at linuxmail.org (redssr at linuxmail.org)
Date: Thu, 15 Apr 2010 07:43:07 -0400
Subject: [rt-users] Can't call method "as_string" (Kevin Falcone)
In-Reply-To: <mailman.457.1267629590.7592.rt-users@lists.bestpractical.com>
References: <mailman.457.1267629590.7592.rt-users@lists.bestpractical.com>
Message-ID: <8CCAAA7F36F73C0-1600-B48A@web-mmc-m03.sysops.aol.com>


 Hello,
Mr. Kevin,

First of all  i am very very sory for the late reply.

Appreciable Thanks for your immediate reply. According to your suggestion i can't change the setting in the file as it will require to change settings in my AD server and my seniors are not allowing to do me so.

Is there any other way to solved this issue.

Thanks in Advance for the same.

Regards,

SSR
+919372525408  




Message: 4
Date: Wed, 3 Mar 2010 10:08:09 -0500
From: Kevin Falcone <falcone at bestpractical.com>
Subject: Re: [rt-users] Can't call method "as_string"
To: rt-users at lists.bestpractical.com
Message-ID: <20100303150809.GB755 at jibsheet.com>
Content-Type: text/plain; charset="us-ascii"

On Wed, Mar 03, 2010 at 12:46:10AM -0500, redssr at linuxmail.org wrote:
>   I'm new to RT and Perl, but with some good skills with Linux.
>      Can't call method "as_string" on an undefined value at/opt/rt3/local/plugi=
>      ns/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pmline 100
>                           'group'                 =3D>  'svn Users',
>                           'group_attr'            =3D>  'svn Users',

I doubt the group and the group_attr are both named 'svn Users' and
you're generating invalid group search syntax.

-kevin

Message: 4
Date: Wed, 03 Mar 2010 00:46:10 -0500
From: redssr at linuxmail.org
Subject: [rt-users] Can't call method "as_string"
To: rt-users at lists.bestpractical.com
Message-ID: <8CC88ABF6733901-1E20-356E at web-mmc-m01.sysops.aol.com>
Content-Type: text/plain; charset="us-ascii"



 

 
 I'm new to RT and Perl, but with some good skills with Linux.

    1) I Have installed successfully RT, logging on with no errors with local u

    sers end logging on successful

    2)But when i login the url with A D credentials it gives me the bellow err

    or. on the browser

    Can't call method "as_string" on an undefined value at/opt/rt3/local/plugi=

    ns/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pmline 100



      for first time, but when i refreshes the same page i gets the login 
successf

    ully for the same. This happens every time when i login after logoff.

    



        Here goes the extra information.

    ------------------

    Installed versions

    ------------------

    Windows 2000 AD

          Centos 5.4 on RT server

    R T 3.8.7

    RT-Authen-ExternalAuth-0.08

    mod_perl-2.0.4-6.el5



    

     bellow are the rt logs

    tail -f /var/log/rt/rt.log

    

    

    [Thu Feb 25 09:13:45 2010] [debug]: Attempting to use external auth servic

    e: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Ex

    ternalAuth.pm:64)

    [Thu Feb 25 09:13:45 2010] [debug]: Calling UserExists with $username (sha

    ilesh.raitole) and $service (My_LDAP) (/opt/rt3/local/plugins/RT-Authen-Ex

    ternalAuth/lib/RT/Authen/ExternalAuth.pm:105)

    [Thu Feb 25 09:13:45 2010] [debug]: UserExists params:

    username: shailesh.raitole , service: My_LDAP (/opt/rt3/local/plugins/RT-A

    uthen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)

    [Thu Feb 25 09:13:45 2010] [debug]: LDAP Search =3D=3D=3D  Base: dc=3Dvirt

    ual,dc=3Dcom =3D=3D Filter: (&(&(ObjectCategory=3DUser)(ObjectClass=3DPers

    on))(samaccountname=3Dshailesh.raitole)) =3D=3D Attrs: l,cn,st,mail,sAMAcc

    ountName,india,streetAddress,postalCode,telephoneNumber,samaccountname,sAM

    AccountName (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/E

    xternalAuth/LDAP.pm:304)

    [Thu Feb 25 09:13:45 2010] [debug]: Password validation required for servi

    ce - Executing... (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Au

    then/ExternalAuth.pm:155)

    [Thu Feb 25 09:13:45 2010] [debug]: Trying external auth service: My_LDAP

     (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth

    /LDAP.pm:16)

    [Thu Feb 25 09:13:45 2010] [debug]: LDAP Search =3D=3D=3D  Base: dc=3Dvirt

    ual,dc=3Dcom =3D=3D Filter: (&(samaccountname=3Dshailesh.raitole)(&(Object

    Category=3DUser)(ObjectClass=3DPerson))) =3D=3D Attrs: dn (/opt/rt3/local/

    plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:43)

    [Thu Feb 25 09:13:45 2010] [debug]: Found LDAP DN: CN=3Dshailesh raitole,C

    N=3DUsers,DC=3Dvirtual,DC=3Dcom (/opt/rt3/local/plugins/RT-Authen-External

    Auth/lib/RT/Authen/ExternalAuth/LDAP.pm:75)

    

    Browser error

    

    Can't call method "as_string" on an undefined value at/opt/rt3/local/plugi

    ns/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pmline 100.

    

     The rt logs after refreshing the same url are as follows;'

    

    tail -f /var/log/rt/rt.log

    

    [Thu Feb 25 09:18:18 2010] [debug]: Reloading RT::User to work around a bu

    g in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/

    html/Callbacks/ExternalAuth/autohandler/Auth:14)

    

    Browser: successful login

    

    Bellow are the configuration of my pem files.

    

    vim /opt/rt3/etc/RT_SiteConfig.pm

    

    #Set( $rtname, 'ssr.com');

    #Set(@Plugins,(qw(Extension::QuickDelete RT::FM)));

    Set( $rtname, 'ssr.com');

    Set($Organization, 'ssr');

    Set($CorrespondAddress , 'ssr at ssr.com');

    Set($CommentAddress , 'ssr at ssr.com);

    Set($Timezone , 'Asia/Calcutta');

    Set($UseFriendlyFromLine , 1);

    Set($FriendlyFromLineFormat , "\"%s\" <%s>");

    Set($UseFriendlyToLine , 1);

    Set($FriendlyToLineFormat, "\"%s Ticket #%s\":;");

    

    # THE DATABASE:

    

    Set($DatabaseType, 'mysql');

    

    Set($DatabaseHost   , 'localhost');

    

    Set($DatabaseRTHost , 'localhost');

    

    Set($DatabaseUser , 'local');

    

    Set($DatabasePassword , 'localpass');

    

    Set($DatabaseName , 'rt3');

    

    Set($OwnerEmail , 'root');

    

    Set($RTAddressRegexp , '^rt\@ssr.com$');

    

    Set($NotifyActor, 1);

    

    Set($SendmailArguments , '-oi -t -f"<ssr at ssr.>"');=20

    

    Set($MaxAttachmentSize , 10000000);

    

    # THE WEBSERVER:

    

    Set($WebPath , "/ticket");

    Set($WebBaseURL , "http://rt.ssr.com");

    

    # Log Path

    

    Set($LogToFile , 'debug');=20

    

    Set($LogDir , '/var/log/rt');

    

    Set($LogToFileNamed , "rt.log");

    

    Set(@Plugins, qw(

                            RT::Authen::ExternalAuth

                     ));

    

    require "/opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.p

    m";

    Set($AutoCreate,                        {Privileged =3D> 1});

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

    

    1;

    

    

    vim /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm

    

    Set($ExternalAuthPriority,           [ 'My_LDAP' ] );

    Set($ExternalInfoPriority,           [ 'My_LDAP' ] );

    Set($ExternalServiceUsesSSLorTLS,    0);

    Set($AutoCreateNonExternalUsers,     0);

    

    Set($ExternalSettings,      {=20

                         'My_LDAP'               =3D>  {

     =20

                         'type'                  =3D>  'ldap',

                         'server'                =3D>  'AD.example.com',

                         'user'                  =3D>  'svn',

                         'pass'                  =3D>  'xxxxxxx',

                         'base'                  =3D>  'dc=3Dexample,dc=3Dcom'

    ,

    

                        =20

                         'filter'                =3D>  '(&(ObjectCategory=3DUs

    er)(ObjectClass=3DPerson))',

                       =20

                         d_filter'             =3D>  '(userAccountControl:1.2.

    840.113556.1.4.803:=3D2)',

                        =20

                                                          =20

    #                     'tls'                   =3D>  0,

    #                    'ssl_version'           =3D>  3,

    

                         'net_ldap_args'         =3D> [    version =3D>  3  

             ],

                         'group'                 =3D>  'svn Users',

                         'group_attr'            =3D>  'svn Users',

    

                         'attr_match_list'       =3D> [   'Name', 'EmailAddres

    s'   ],

                         #'attr_map'              =3D> {   'Name' =3D> 'sAMAcc

    ountName',

                         'attr_map'              =3D> {   'Name' =3D> 'samacco

    untname',

                                                        'EmailAddress' =3D> 'm

    ail',

                                                        #'Organization' =3D>

     'physicalDeliveryOfficeName',

                                                        'RealName' =3D> 'cn',

                                                        'ExternalAuthId' =3D>

     'sAMAccountName',

                                                        'Gecos' =3D> 'sAMAccou

    ntName',

                                                        'WorkPhone' =3D> 'tele

    phoneNumber',

                                                        'Address1' =3D> 'stree

    tAddress',

                                                        'City' =3D> 'l',

                                                        'State' =3D> 'st',

                                                        'Zip' =3D> 'postalCode

    ',

                                                        'Country' =3D> 'india'

                                                   }

                                                    }

                                }

    );

    

    1;

    

    

    Any suggestion, are appreciate.

    

    Thanks and Regards,

    

    SSR






 
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From ipellew at yahoo.com  Thu Apr 15 09:08:59 2010
From: ipellew at yahoo.com (Ian Pellew)
Date: Thu, 15 Apr 2010 06:08:59 -0700 (PDT)
Subject: [rt-users] Howto change user email
Message-ID: <907005.78591.qm@web38902.mail.mud.yahoo.com>

>From RT at a_glance if I change a users email I get "Email address in use".
How do I change his email address?

New installation & still finding my way with RT.

.


      


From ktm at rice.edu  Thu Apr 15 09:10:58 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Thu, 15 Apr 2010 08:10:58 -0500
Subject: [rt-users] Howto change user email
In-Reply-To: <907005.78591.qm@web38902.mail.mud.yahoo.com>
References: <907005.78591.qm@web38902.mail.mud.yahoo.com>
Message-ID: <20100415131058.GF1699@aart.is.rice.edu>

On Thu, Apr 15, 2010 at 06:08:59AM -0700, Ian Pellew wrote:
> From RT at a_glance if I change a users email I get "Email address in use".
> How do I change his email address?
> 
> New installation & still finding my way with RT.
> 
> .

The E-mail addresses must be unique. Find the account(s) with the
E-mail address that you want to use and change it. Then you can
change the other account.

Cheers,
Ken


From cloos at netcologne.de  Thu Apr 15 09:52:09 2010
From: cloos at netcologne.de (Christian Loos)
Date: Thu, 15 Apr 2010 15:52:09 +0200
Subject: [rt-users] Help with Approvals needed
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394029EDA6D@w3hamboex11.ger.win.int.kn>
References: <660676.89455.qm@web30305.mail.mud.yahoo.com><u2h1d1c02121004111317se3ddf442p692d31816b13dd92@mail.gmail.com>	<w2p1d1c02121004111327qbd4032f2t8bef811635ca9111@mail.gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394029EDA6D@w3hamboex11.ger.win.int.kn>
Message-ID: <hq75m9$vhj$1@dough.gmane.org>

Am 12.04.2010 08:53, schrieb Brumm, Torsten / Kuehne + Nagel / Ham MI-ID:
> Dear List,
> i need some help or Ideas about Approvals of RT. I have to create a huge
> workflow with several approvals needed.
>  
> i know already, that i can start several approvals within one template,
> i also know, that this templates can have perl code inside, but i'm not
> sure at the moment about the best way to create something like this:
>  
> Scrip: OnCreate -> CreateTickets -> Template:Approval
>  
> Template should look like this:
>  
> if fieldA = xyz {
>     Approval 1
>     if fieldB = abc {
>         Approval 2
>     } else if fieldC =123 {
>         Approval 3
>     }
> }
>  
> So i need some logic inside this approvals, my question:
>  
> Is this doable inside the template part or is it better to put the logic
> inside a scrip and fire from the scrip several templates?
>  
> Torsten
> 
> K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann
> (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke,
> Christian Marnett?, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz:
> Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878,
> Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz:
> Contern/Luxemburg, Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne
> 
> 
> 
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

Hi Torsten,

I would create 3 templates: Approval1, Approval2 and Approval3 and
then choose the right template within the scrip

or

I would create one scrip, check the field and then create the
Approval tickets with RT::Ticket->Create.

I think a template shouldn't contain any business logic.

Chris



From torsten.brumm at googlemail.com  Thu Apr 15 09:54:27 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Thu, 15 Apr 2010 15:54:27 +0200
Subject: [rt-users] Help with Approvals needed
In-Reply-To: <hq75m9$vhj$1@dough.gmane.org>
References: <660676.89455.qm@web30305.mail.mud.yahoo.com>
	<u2h1d1c02121004111317se3ddf442p692d31816b13dd92@mail.gmail.com>
	<w2p1d1c02121004111327qbd4032f2t8bef811635ca9111@mail.gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394029EDA6D@w3hamboex11.ger.win.int.kn>
	<hq75m9$vhj$1@dough.gmane.org>
Message-ID: <i2ubdbd084b1004150654h75c4676p75f8b1e73bbb6fa3@mail.gmail.com>

Hi Todd, Christian,
thanks for your replies. I did it in the way like Christian explained and
used several scrips to fire the templates.

Torsten

2010/4/15 Christian Loos <cloos at netcologne.de>

> Am 12.04.2010 08:53, schrieb Brumm, Torsten / Kuehne + Nagel / Ham MI-ID:
> > Dear List,
> > i need some help or Ideas about Approvals of RT. I have to create a huge
> > workflow with several approvals needed.
> >
> > i know already, that i can start several approvals within one template,
> > i also know, that this templates can have perl code inside, but i'm not
> > sure at the moment about the best way to create something like this:
> >
> > Scrip: OnCreate -> CreateTickets -> Template:Approval
> >
> > Template should look like this:
> >
> > if fieldA = xyz {
> >     Approval 1
> >     if fieldB = abc {
> >         Approval 2
> >     } else if fieldC =123 {
> >         Approval 3
> >     }
> > }
> >
> > So i need some logic inside this approvals, my question:
> >
> > Is this doable inside the template part or is it better to put the logic
> > inside a scrip and fire from the scrip several templates?
> >
> > Torsten
> >
> > K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann
> > (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke,
> > Christian Marnett?, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz:
> > Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878,
> > Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz:
> > Contern/Luxemburg, Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne
> >
> >
> >
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
>
> Hi Torsten,
>
> I would create 3 templates: Approval1, Approval2 and Approval3 and
> then choose the right template within the scrip
>
> or
>
> I would create one scrip, check the field and then create the
> Approval tickets with RT::Ticket->Create.
>
> I think a template shouldn't contain any business logic.
>
> Chris
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de
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From aperotti at cutaway.it  Thu Apr 15 10:13:24 2010
From: aperotti at cutaway.it (Andrea Perotti)
Date: Thu, 15 Apr 2010 16:13:24 +0200
Subject: [rt-users] Howto change user email
In-Reply-To: <907005.78591.qm@web38902.mail.mud.yahoo.com>
References: <907005.78591.qm@web38902.mail.mud.yahoo.com>
Message-ID: <4BC71F04.1050002@cutaway.it>

Il 15/04/2010 15:08, Ian Pellew ha scritto:
> From RT at a_glance if I change a users email I get "Email address in use".
> How do I change his email address?
I suggest you to use the MergeUser Extension, so you won't lose any
reference and both old and new addresses will remain valid.

hth

-- 
Andrea Perotti


From ipellew at yahoo.com  Thu Apr 15 11:14:48 2010
From: ipellew at yahoo.com (Ian Pellew)
Date: Thu, 15 Apr 2010 08:14:48 -0700 (PDT)
Subject: [rt-users] Howto change user email
In-Reply-To: <4BC71F04.1050002@cutaway.it>
References: <907005.78591.qm@web38902.mail.mud.yahoo.com>
	<4BC71F04.1050002@cutaway.it>
Message-ID: <913758.68651.qm@web38906.mail.mud.yahoo.com>

Ummm - what is MergeUser - I have not seen it in the RT at a_glance menu options

>I suggest you to use the MergeUser Extension, so you won't lose any . . .

.


      


From ruslan.zakirov at gmail.com  Thu Apr 15 13:31:09 2010
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 15 Apr 2010 21:31:09 +0400
Subject: [rt-users] NTLM-based Single Sign-On doesn't work - RT
	continues to present login screen
In-Reply-To: <B73B6DA383430844B4C49538DD278B5B38E2CA09@exchmb01.corp.archcapservices.com>
References: <B73B6DA383430844B4C49538DD278B5B38E2CA09@exchmb01.corp.archcapservices.com>
Message-ID: <y2k589c94401004151031s77827438wd1833083ad9c09f8@mail.gmail.com>

On Thu, Apr 15, 2010 at 3:47 AM, Gladkovich, Sergey
<SGladkovich at archinsurance.com> wrote:
> Hi,
>
> I have a working instance of RT 3.8.7 running under Apache 2.2.3 on RHEL
> 5.4.? The instance has been set up to authenticate users against Active
> Directory via RT::Authen::ExternalAuth & LDAP.? The LDAP authentication
> works fine (i.e. users log in with their AD credentials, and new users get
> created in RT when ticket requests come in via e-mail.)
>
> Now I need to implement Single Sign-On, so that the users at MSWin
> workstation could simply browse to the RT interface without having to type
> in their username/password again.? To do this I?ve followed the instructions
> outlined at http://blank.org/memory/output/rt-ad-sso.html and at
> http://wiki.bestpractical.com/view/NtlmAuthentication. I?ve also searched
> around the RT mailing list archives but couldn?t find anything that
> described the problem I?m having.
>
> The problem is that RT still presents the login screen when you go to its
> URL for the first time.
>
> My main questions are:
>
> Can NTLM & RT::Authen::ExternalAuth co-exist?

No, in terms of auth. As you use mod_ntlm and digest/basic HTTP auth,
so in RT you should enable WebExternalAuth to avoid login screen and
enable "trust apache auth". ExternalAuth extension also fetches info
from LDAP about users and put it into RT's DB. I'm not sure if this
extension still can do info fetching with WebExternalAuth enabled.

> Is there a way to get debugging output from mod_ntlm?

Read mod_ntlm docs.

> Are there any additional pointers or advice regarding single sign-on with
> RT?

In most cases single sign-on solutions are implemented as mod_xxxx for
apache, so apache does auth and pass username in environment variable
into RT. WebExternalAuth is the option to tell RT to trust the
environment.


> Besides this, any input on the issue would be highly appreciated.
>
> P.S.? Here what has been done so far, in a nutshell:

-- 
Best regards, Ruslan.


From kfcrocker at lbl.gov  Thu Apr 15 17:51:13 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 15 Apr 2010 14:51:13 -0700
Subject: [rt-users] Trouble with CommandByMail
Message-ID: <x2we9f825501004151451i25ccbaer5796b07195cec1b8@mail.gmail.com>

To list,

I have a bit of a problem. CommandByMail is working well with email from
privileged users. However, when I send in an email from my yahoo account, it
being non-LDAP and therefore doesn't exist in my USERS Table, it creates a
never-ending mailer daemon loop and my yahoo account gets hundreds and
hundreds of emails saying it couldn't get any user info on it.

What I expected to happen was for RT to reject the email as unprivileged and
an email notice stating that fact, but one-time only.

Does anyone have a way around this problem?

We definitely need to have CommanByMail but we don't want people to get
endless error email either.

Thanks.

Kenn
LBNL
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From ckacoroski at nsd.org  Thu Apr 15 18:33:54 2010
From: ckacoroski at nsd.org (Ski Kacoroski)
Date: Thu, 15 Apr 2010 15:33:54 -0700
Subject: [rt-users] Web reply form show status dropdown for
 non-privileged users
In-Reply-To: <u2lbe7163f1004090920xf9908324r7611f7adeb2ecfc9@mail.gmail.com>
References: <4BBE66BB.8020006@nsd.org> <4BBF4928.5080909@vialtus.com>
	<u2lbe7163f1004090920xf9908324r7611f7adeb2ecfc9@mail.gmail.com>
Message-ID: <4BC79452.8050400@nsd.org>

This is perfect.  Just what I needed.

Thanks,

ski

On 04/09/2010 09:20 AM, Jerrad Pierce wrote:
>> <tr>
>>        <td class="label">
>>            <&|/l&>Status</&>
>>        </td>
>>        <td class="value">
>>            <&  /Elements/SelectStatus, Name=>"Status", DefaultLabel =>
>> loc("[_1] (Unchanged)", loc($Ticket->Status)), Default =>  $ARGS{'Status'} ||
>> ($Ticket->Status
>> eq $DefaultStatus ? undef : $DefaultStatus)&>
>>        </td>
>>    </tr>
>
> Probably better to change
>
>             <&  /Elements/SelectStatus, Name=>"Status", DefaultLabel =>
>   loc("[_1] (Unchanged)", loc($Ticket->Status)), Default =>  $ARGS{'Status'} ||
>   ($Ticket->Status eq $DefaultStatus ? undef : $DefaultStatus)&>
>
> To
>
>             <%perl>  print $Ticket->Status</%perl>
>

-- 
"When we try to pick out anything by itself, we find it
  connected to the entire universe"            John Muir

Chris "Ski" Kacoroski, ckacoroski at nsd.org, 206-501-9803
or ski98033 on most IM services


From epwaterstraat at ucdavis.edu  Thu Apr 15 20:44:48 2010
From: epwaterstraat at ucdavis.edu (Paul Waterstraat)
Date: Thu, 15 Apr 2010 17:44:48 -0700
Subject: [rt-users] New installation: clicking Update Ticket generates a bad
	URL
Message-ID: <45F09E55-3477-4701-8292-4BEE2F2B7CD0@ucdavis.edu>

When I Comment or Reply to a ticket in RT 3.8.7, enter a message, and
then hit the Update Ticket button, an apparently bad URL is generated.  
E.g.:

http://request.geology.ucdavis.eduticket/Display.html? 
id=2&results=bd10...[stuff deleted]

My RT site is: http://request.geology.ucdavis.edu

If I modify the portion ".eduticket/" to ".edu/Ticket/" in the URL bar  
then I am taken to a:

Results
  o Message recorded

page.

So, why no slash "/" and a lowercase "t" instead of uppercase "T" in  
Ticket?

If I leave the Message area blank, I get taken to a working URL:

http://request.geology.ucdavis.edu/Ticket/Update.html


  - Paul.

--- ---
system config (abbreviated)

RT v3.8.7
Perl v5.8.8 under linux
# THE WEBSERVER:
Set($WebPath , "");
Set($WebBaseURL , "http://request.geology.ucdavis.edu");
Set($WebURL , "http://request.geology.ucdavis.edu");
-----
Browser: same result in Safari (Mac) v4.0.5, and Firefox (Mac) v3.6.3




From Vitaly.Tskhovrebov at exigenservices.com  Fri Apr 16 03:35:30 2010
From: Vitaly.Tskhovrebov at exigenservices.com (Vitaly Tskhovrebov)
Date: Fri, 16 Apr 2010 11:35:30 +0400
Subject: [rt-users] New installation: clicking Update Ticket generates a
 bad	URL
In-Reply-To: <45F09E55-3477-4701-8292-4BEE2F2B7CD0@ucdavis.edu>
References: <45F09E55-3477-4701-8292-4BEE2F2B7CD0@ucdavis.edu>
Message-ID: <B6C4EB6BB2F4654C835D1F7319E4E6742B81606FA5@SPBEX03.internal.corp>

Check your RT_SiteConfig.pm for values like WebBaseURL. May be you should
add slash to URL.

--
Vitaly.


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Paul
Waterstraat
Sent: Friday, April 16, 2010 4:45 AM
To: rt-users at lists.bestpractical.com
Cc: zachb at oxfordsuites.com
Subject: [rt-users] New installation: clicking Update Ticket generates a bad
URL

When I Comment or Reply to a ticket in RT 3.8.7, enter a message, and
then hit the Update Ticket button, an apparently bad URL is generated.  
E.g.:

http://request.geology.ucdavis.eduticket/Display.html? 
id=2&results=bd10...[stuff deleted]

My RT site is: http://request.geology.ucdavis.edu

If I modify the portion ".eduticket/" to ".edu/Ticket/" in the URL bar  
then I am taken to a:

Results
  o Message recorded

page.

So, why no slash "/" and a lowercase "t" instead of uppercase "T" in  
Ticket?

If I leave the Message area blank, I get taken to a working URL:

http://request.geology.ucdavis.edu/Ticket/Update.html


  - Paul.

--- ---
system config (abbreviated)

RT v3.8.7
Perl v5.8.8 under linux
# THE WEBSERVER:
Set($WebPath , "");
Set($WebBaseURL , "http://request.geology.ucdavis.edu");
Set($WebURL , "http://request.geology.ucdavis.edu");
-----
Browser: same result in Safari (Mac) v4.0.5, and Firefox (Mac) v3.6.3



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 howie at thingy.com  Fri Apr 16 06:29:06 2010
From: howie at thingy.com (Howard Jones)
Date: Fri, 16 Apr 2010 11:29:06 +0100
Subject: [rt-users] ARF parsing with RT?
Message-ID: <4BC83BF2.3090000@thingy.com>

Has anyone done any work on integrating ARF parsing into RT?

http://www.mipassoc.org/arf/

Seems like something useful for an abuse desk.


From Steven.Platt at hpa.org.uk  Fri Apr 16 08:11:40 2010
From: Steven.Platt at hpa.org.uk (Steven Platt)
Date: Fri, 16 Apr 2010 13:11:40 +0100
Subject: [rt-users] find time span between dates
Message-ID: <79236A26CC00114CBD0F3571FD5B883E51B522@colhpaexc010.HPA.org.uk>

Hi,

Is there a way to report the difference between RT dates (Created &
Started), either in the standard or advanced search? 

I'm looking to generate a report to reflect how rapidly requests are
addressed by our support staff.

Many thanks

Steve
[RT v3.6.2]

Dr Steven Platt
Bioinformatician
Statistics, Modelling and Bioinformatics
Health Protection Agency
Centre for Infections
London
www.hpa.org.uk/bioinformatics



-----------------------------------------
**************************************************************************
The information contained in the EMail and any attachments is
confidential and intended solely and for the attention and use of
the named addressee(s). It may not be disclosed to any other person
without the express authority of the HPA, or the intended
recipient, or both. If you are not the intended recipient, you must
not disclose, copy, distribute or retain this message or any part
of it. This footnote also confirms that this EMail has been swept
for computer viruses, but please re-sweep any attachments before
opening or saving. HTTP://www.HPA.org.uk
**************************************************************************
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From rfh at vialtus.com  Fri Apr 16 09:02:29 2010
From: rfh at vialtus.com (Raed El-Hames)
Date: Fri, 16 Apr 2010 14:02:29 +0100
Subject: [rt-users] find time span between dates
In-Reply-To: <79236A26CC00114CBD0F3571FD5B883E51B522@colhpaexc010.HPA.org.uk>
References: <79236A26CC00114CBD0F3571FD5B883E51B522@colhpaexc010.HPA.org.uk>
Message-ID: <4BC85FE5.30003@vialtus.com>

Steven;

As far as I know there is n't ; what I did is create a global custom 
field , and a global scrip that populates its values with condition on 
Status change from new to open, and the action  is user defined 
subtracting the unix time now - the unix created time; then populating 
the field (in seconds).
Our tickets hardly go back to new once are opened , but an if to see if 
the custom field is empty will be a good safe guard.

Obviously this is only useful going forward, for existing tickets you 
will need to write a script (perl/whatever), pull the tickets you need 
and work out
Started - Created then populate the field, its fairly straight forward 
with Perl and the RT api.

Regards;
Roy

Steven Platt wrote:
>
> Hi,
>
> Is there a way to report the difference between RT dates (Created & 
> Started) , either in the standard or advanced search ?
>
> I ? m looking to generate a report to reflect how rapidly requests are 
> addressed by our support staff.
>
> Many thanks
>
> Steve
>
> [RT v3.6.2]
>
> Dr Steven Platt
>
> Bioinformatician
>
> Statistics, Modelling and Bioinformatics
>
> Health Protection Agency
>
> Centre for Infections
>
> London
>
> www.hpa.org.uk/bioinformatics <http://www.hpa.org.uk/bioinformatics>
>
> * 
> ************************************************************************** 
> The information contained in the EMail and any attachments is 
> confidential and intended solely and for the attention and use of the 
> named addressee(s). It may not be disclosed to any other person 
> without the express authority of the HPA, or the intended recipient, 
> or both. If you are not the intended recipient, you must not disclose, 
> copy, distribute or retain this message or any part of it. This 
> footnote also confirms that this EMail has been swept for computer 
> viruses, but please re-sweep any attachments before opening or saving. 
> HTTP://www.HPA.org.uk 
> ************************************************************************** 
> *
>


From lem at itverx.com.ve  Fri Apr 16 09:49:41 2010
From: lem at itverx.com.ve (Luis E. =?ISO-8859-1?Q?Mu=F1oz?=)
Date: Fri, 16 Apr 2010 09:19:41 -0430
Subject: [rt-users] ARF parsing with RT?
In-Reply-To: <4BC83BF2.3090000@thingy.com>
References: <4BC83BF2.3090000@thingy.com>
Message-ID: <1271425781.15453.0.camel@maclem-ether.ius.cc>

On Fri, 2010-04-16 at 11:29 +0100, Howard Jones wrote:
> Has anyone done any work on integrating ARF parsing into RT?
> 
> http://www.mipassoc.org/arf/
> 
> Seems like something useful for an abuse desk.

Yes, it would. You might want to take a look at Mail::Abuse for a
potential starting point.

Regards

-lem



From jesse at bestpractical.com  Fri Apr 16 10:42:12 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 16 Apr 2010 10:42:12 -0400
Subject: [rt-users] New installation: clicking Update Ticket generates a
 bad URL
In-Reply-To: <45F09E55-3477-4701-8292-4BEE2F2B7CD0@ucdavis.edu>
References: <45F09E55-3477-4701-8292-4BEE2F2B7CD0@ucdavis.edu>
Message-ID: <20100416144212.GS25007@bestpractical.com>




On Thu, Apr 15, 2010 at 05:44:48PM -0700, Paul Waterstraat wrote:
> When I Comment or Reply to a ticket in RT 3.8.7, enter a message, and
> then hit the Update Ticket button, an apparently bad URL is
> generated. E.g.:

Have a look at the $WebBaseURL setting in your config file. I bet you want a trailing /

> 
> http://request.geology.ucdavis.eduticket/Display.html?
> id=2&results=bd10...[stuff deleted]
> 
> My RT site is: http://request.geology.ucdavis.edu
> 
> If I modify the portion ".eduticket/" to ".edu/Ticket/" in the URL
> bar then I am taken to a:
> 
> Results
>  o Message recorded
> 
> page.
> 
> So, why no slash "/" and a lowercase "t" instead of uppercase "T" in
> Ticket?
> 
> If I leave the Message area blank, I get taken to a working URL:
> 
> http://request.geology.ucdavis.edu/Ticket/Update.html
> 
> 
>  - Paul.
> 
> --- ---
> system config (abbreviated)
> 
> RT v3.8.7
> Perl v5.8.8 under linux
> # THE WEBSERVER:
> Set($WebPath , "");
> Set($WebBaseURL , "http://request.geology.ucdavis.edu");
> Set($WebURL , "http://request.geology.ucdavis.edu");
> -----
> Browser: same result in Safari (Mac) v4.0.5, and Firefox (Mac) v3.6.3
> 
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

-- 


From sergiocharpinel at gmail.com  Fri Apr 16 11:14:46 2010
From: sergiocharpinel at gmail.com (Sergio Charpinel Jr.)
Date: Fri, 16 Apr 2010 12:14:46 -0300
Subject: [rt-users] TransactionBatch - AddCustomFieldValue
Message-ID: <x2jfca1d54a1004160814kc918e377s7f2c5496a3055992@mail.gmail.com>

Hi,

I'm trying to change a CustomField value in OnCreate event.
I cant use TransactionCreate stage, because when I resolve the ticket via
Web Interface, it changes again my custom field value to what it was.

So, I'm trying to use TransactionBatch stage, but the field is not changed.
And the script is get executed.

What am I doing wrong??

Thanks for any help.

-- 
Sergio Roberto Charpinel Jr.
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From jesse at bestpractical.com  Fri Apr 16 11:20:47 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 16 Apr 2010 11:20:47 -0400
Subject: [rt-users] ARF parsing with RT?
In-Reply-To: <1271425781.15453.0.camel@maclem-ether.ius.cc>
References: <4BC83BF2.3090000@thingy.com>
	<1271425781.15453.0.camel@maclem-ether.ius.cc>
Message-ID: <20100416152047.GV25007@bestpractical.com>




On Fri, Apr 16, 2010 at 09:19:41AM -0430, Luis E. Mu?oz wrote:
> On Fri, 2010-04-16 at 11:29 +0100, Howard Jones wrote:
> > Has anyone done any work on integrating ARF parsing into RT?
> > 
> > http://www.mipassoc.org/arf/
> > 
> > Seems like something useful for an abuse desk.
> 
> Yes, it would. You might want to take a look at Mail::Abuse for a
> potential starting point.
>

We've actually done some work on ARF parsing for a client, but don't have anything we're currently able to release. It's very doable and is, indeed, a natural fit for RT.

-Jesse 


From rfh at vialtus.com  Fri Apr 16 11:26:02 2010
From: rfh at vialtus.com (Raed El-Hames)
Date: Fri, 16 Apr 2010 16:26:02 +0100
Subject: [rt-users] TransactionBatch - AddCustomFieldValue
In-Reply-To: <x2jfca1d54a1004160814kc918e377s7f2c5496a3055992@mail.gmail.com>
References: <x2jfca1d54a1004160814kc918e377s7f2c5496a3055992@mail.gmail.com>
Message-ID: <4BC8818A.5050706@vialtus.com>

Are you creating the ticket from the web interface and that custom field 
exist in the form;
Most likely the script is changing it to the value you want, then its 
changing again to the value given in the form while processing the form ??
Is that what is happening??
If its , I would suggest you change your scrip condition to Userdefined 
and look for Custom Field create or change
something similar to 
http://wiki.bestpractical.com/view/OnCustomFieldValueChange

Regards;
Roy

Sergio Charpinel Jr. wrote:
> Hi,
>
> I'm trying to change a CustomField value in OnCreate event.
> I cant use TransactionCreate stage, because when I resolve the ticket 
> via Web Interface, it changes again my custom field value to what it was.
>
> So, I'm trying to use TransactionBatch stage, but the field is not 
> changed. And the script is get executed.
>
> What am I doing wrong?? 
>
> Thanks for any help.
>
> -- 
> Sergio Roberto Charpinel Jr.


From epwaterstraat at ucdavis.edu  Fri Apr 16 12:41:19 2010
From: epwaterstraat at ucdavis.edu (Paul Waterstraat)
Date: Fri, 16 Apr 2010 09:41:19 -0700
Subject: [rt-users] New installation: clicking Update Ticket generates a
	bad URL
In-Reply-To: <20100416144212.GS25007@bestpractical.com>
References: <45F09E55-3477-4701-8292-4BEE2F2B7CD0@ucdavis.edu>
	<20100416144212.GS25007@bestpractical.com>
Message-ID: <87E808F8-C9F4-49B9-8982-1DE43D47DF45@ucdavis.edu>

Resolved.

On Apr 16, 2010, at 7:42 AM, Jesse Vincent wrote:

> On Thu, Apr 15, 2010 at 05:44:48PM -0700, Paul Waterstraat wrote:
>> When I Comment or Reply to a ticket in RT 3.8.7, enter a message, and
>> then hit the Update Ticket button, an apparently bad URL is
>> generated. E.g.:
>
> Have a look at the $WebBaseURL setting in your config file. I bet  
> you want a trailing /

Adding the trailing slash in $WebBaseURL did not help. So I went back  
to simplify.

I removed from RT_SiteConfig.pm my definitions of $WebPath,  
$WebBaseURL, and $WebURL,
and instead added just the definition of $WebDomain and now all seems  
to be working fine.

Probably a case of supplying too much information (or misinformation)  
on my part.

Thanks.

>
>>
>> http://request.geology.ucdavis.eduticket/Display.html?
>> id=2&results=bd10...[stuff deleted]
>>
>> My RT site is: http://request.geology.ucdavis.edu
>>
>> If I modify the portion ".eduticket/" to ".edu/Ticket/" in the URL
>> bar then I am taken to a:
>>
>> Results
>> o Message recorded
>>
>> page.
>>
>> So, why no slash "/" and a lowercase "t" instead of uppercase "T" in
>> Ticket?
>>
>> If I leave the Message area blank, I get taken to a working URL:
>>
>> http://request.geology.ucdavis.edu/Ticket/Update.html
>>
>>
>> - Paul.
>>
>> --- ---
>> system config (abbreviated)
>>
>> RT v3.8.7
>> Perl v5.8.8 under linux
>> # THE WEBSERVER:
>> Set($WebPath , "");
>> Set($WebBaseURL , "http://request.geology.ucdavis.edu");
>> Set($WebURL , "http://request.geology.ucdavis.edu");
>> -----
>> Browser: same result in Safari (Mac) v4.0.5, and Firefox (Mac) v3.6.3
>>
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>
> -- 



From sergiocharpinel at gmail.com  Fri Apr 16 13:12:12 2010
From: sergiocharpinel at gmail.com (Sergio Charpinel Jr.)
Date: Fri, 16 Apr 2010 14:12:12 -0300
Subject: [rt-users] TransactionBatch - AddCustomFieldValue
In-Reply-To: <4BC8818A.5050706@vialtus.com>
References: <x2jfca1d54a1004160814kc918e377s7f2c5496a3055992@mail.gmail.com>
	<4BC8818A.5050706@vialtus.com>
Message-ID: <s2ufca1d54a1004161012i1d3d73afp2599f53976eea598@mail.gmail.com>

Yes, that was happening in TransactionCreate.

So, I found people with similar problems that solved this using
TransactionBatch, because the scrip is executed later. But, when I change
status to resolved, the CustomField does not get changed (in
TransactionCreate it was twice).
I dont know why this is happening.

2010/4/16 Raed El-Hames <rfh at vialtus.com>

> Are you creating the ticket from the web interface and that custom field
> exist in the form;
> Most likely the script is changing it to the value you want, then its
> changing again to the value given in the form while processing the form ??
> Is that what is happening??
> If its , I would suggest you change your scrip condition to Userdefined and
> look for Custom Field create or change
> something similar to
> http://wiki.bestpractical.com/view/OnCustomFieldValueChange
>
> Regards;
> Roy
>
>
> Sergio Charpinel Jr. wrote:
>
>> Hi,
>>
>> I'm trying to change a CustomField value in OnCreate event.
>> I cant use TransactionCreate stage, because when I resolve the ticket via
>> Web Interface, it changes again my custom field value to what it was.
>>
>> So, I'm trying to use TransactionBatch stage, but the field is not
>> changed. And the script is get executed.
>>
>> What am I doing wrong??
>> Thanks for any help.
>>
>> --
>> Sergio Roberto Charpinel Jr.
>>
>


-- 
Sergio Roberto Charpinel Jr.
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From gareth at phonepower.com  Fri Apr 16 14:27:03 2010
From: gareth at phonepower.com (Gareth Tupper)
Date: Fri, 16 Apr 2010 11:27:03 -0700
Subject: [rt-users] find time span between dates
In-Reply-To: <4BC85FE5.30003@vialtus.com>
References: <79236A26CC00114CBD0F3571FD5B883E51B522@colhpaexc010.HPA.org.uk>
	<4BC85FE5.30003@vialtus.com>
Message-ID: <714DEF9BF251844BB4667329D459B7C727AAAFB467@EXVS02.exchangecarrier.net>

Hi Roy

If you wouldn't mind, could you share the scrip that you used to accomplish this?  I'm just setting up a small RT installation & those metrics seem like they would be great to start recording.

Cheers,
Gareth

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Raed El-Hames
Sent: Friday, April 16, 2010 6:02 AM
To: Steven Platt
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] find time span between dates

Steven;

As far as I know there is n't ; what I did is create a global custom 
field , and a global scrip that populates its values with condition on 
Status change from new to open, and the action  is user defined 
subtracting the unix time now - the unix created time; then populating 
the field (in seconds).
Our tickets hardly go back to new once are opened , but an if to see if 
the custom field is empty will be a good safe guard.

Obviously this is only useful going forward, for existing tickets you 
will need to write a script (perl/whatever), pull the tickets you need 
and work out
Started - Created then populate the field, its fairly straight forward 
with Perl and the RT api.

Regards;
Roy

Steven Platt wrote:
>
> Hi,
>
> Is there a way to report the difference between RT dates (Created & 
> Started) , either in the standard or advanced search ?
>
> I ' m looking to generate a report to reflect how rapidly requests are 
> addressed by our support staff.
>
> Many thanks
>
> Steve
>
> [RT v3.6.2]
>
> Dr Steven Platt
>
> Bioinformatician
>
> Statistics, Modelling and Bioinformatics
>
> Health Protection Agency
>
> Centre for Infections
>
> London
>
> www.hpa.org.uk/bioinformatics <http://www.hpa.org.uk/bioinformatics>
>
> * 
> ************************************************************************** 
> The information contained in the EMail and any attachments is 
> confidential and intended solely and for the attention and use of the 
> named addressee(s). It may not be disclosed to any other person 
> without the express authority of the HPA, or the intended recipient, 
> or both. If you are not the intended recipient, you must not disclose, 
> copy, distribute or retain this message or any part of it. This 
> footnote also confirms that this EMail has been swept for computer 
> viruses, but please re-sweep any attachments before opening or saving. 
> HTTP://www.HPA.org.uk 
> ************************************************************************** 
> *
>

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


From nicki at artonagroup.com  Fri Apr 16 14:57:14 2010
From: nicki at artonagroup.com (Nick Irvine)
Date: Fri, 16 Apr 2010 11:57:14 -0700
Subject: [rt-users] Queues not showing/updating in QuickCreate box
Message-ID: <4BC8B30A.3090708@artonagroup.com>

I've just changed the name of the General queue to "Triage", but this is 
not reflected in the Quick Create box in RT at a Glance, nor in the "New 
Ticket in [Combo box]" at the top.  Also, I can't select any other 
Queues in either of these.  If I create a new ticket, it does in fact 
end up in the Triage Queue.

Using 3.8 in from Ubuntu Karmic.
-- 
Nick Irvine
IT and Network Administrator
Artona Group


From rfh at vialtus.com  Fri Apr 16 15:03:41 2010
From: rfh at vialtus.com (Raed El-Hames)
Date: Fri, 16 Apr 2010 20:03:41 +0100
Subject: [rt-users] find time span between dates
In-Reply-To: <714DEF9BF251844BB4667329D459B7C727AAAFB467@EXVS02.exchangecarrier.net>
References: <79236A26CC00114CBD0F3571FD5B883E51B522@colhpaexc010.HPA.org.uk>	<4BC85FE5.30003@vialtus.com>
	<714DEF9BF251844BB4667329D459B7C727AAAFB467@EXVS02.exchangecarrier.net>
Message-ID: <4BC8B48D.5010806@vialtus.com>

Gareth;

I have n't my actual scrip to hand at the moment but the below should work ;
Create global custom field (field that applies to all queues) and call 
it "TimeToUpdate"

Create global scrip:
Scrip Condition: On Status Change
Scrip Action: User defined

Custom action preparation code: 
    if ($self->TransactionObj->NewValue eq 'open' and 
$self->TransactionObj->OldValue eq 'new') {
       return 1;
   } else {
       return undef;
   }

Custom action cleanup code:
  my $cf_v = $self->TicketObj->FirstCustomFieldValue('TimeToUpdate');
  if (($cf_v) && ($cf_v != '')) {
       return undef;
   }
   my $now = new RT::Date($RT::SystemUser);
   $now->SetToNow();
   my $createdObj = $self->TicketObj->CreatedObj ;
   my $diff = $now->Diff($createdObj);
   my $cf_obj = RT::CustomField->new(RT::SystemUser);
   $cf_obj->LoadByName(Name=> 'TimeToUpdate');
   $cf_obj->AddValueForObject(Object => $self->TicketObj, Content => $diff);
   return 1;
  
  
By the way ->Diff will populate the field with number of seconds ; I 
think in Date.pm there is a method
->DiffAsString that you can use instead of ->Diff  which gives you human 
readable difference

Regards;
Roy


Gareth Tupper wrote:
> Hi Roy
>
> If you wouldn't mind, could you share the scrip that you used to accomplish this?  I'm just setting up a small RT installation & those metrics seem like they would be great to start recording.
>
> Cheers,
> Gareth
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Raed El-Hames
> Sent: Friday, April 16, 2010 6:02 AM
> To: Steven Platt
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] find time span between dates
>
> Steven;
>
> As far as I know there is n't ; what I did is create a global custom 
> field , and a global scrip that populates its values with condition on 
> Status change from new to open, and the action  is user defined 
> subtracting the unix time now - the unix created time; then populating 
> the field (in seconds).
> Our tickets hardly go back to new once are opened , but an if to see if 
> the custom field is empty will be a good safe guard.
>
> Obviously this is only useful going forward, for existing tickets you 
> will need to write a script (perl/whatever), pull the tickets you need 
> and work out
> Started - Created then populate the field, its fairly straight forward 
> with Perl and the RT api.
>
> Regards;
> Roy
>
> Steven Platt wrote:
>   
>> Hi,
>>
>> Is there a way to report the difference between RT dates (Created & 
>> Started) , either in the standard or advanced search ?
>>
>> I ' m looking to generate a report to reflect how rapidly requests are 
>> addressed by our support staff.
>>
>> Many thanks
>>
>> Steve
>>
>> [RT v3.6.2]
>>
>> Dr Steven Platt
>>
>> Bioinformatician
>>
>> Statistics, Modelling and Bioinformatics
>>
>> Health Protection Agency
>>
>> Centre for Infections
>>
>> London
>>
>> www.hpa.org.uk/bioinformatics <http://www.hpa.org.uk/bioinformatics>
>>
>> * 
>> ************************************************************************** 
>> The information contained in the EMail and any attachments is 
>> confidential and intended solely and for the attention and use of the 
>> named addressee(s). It may not be disclosed to any other person 
>> without the express authority of the HPA, or the intended recipient, 
>> or both. If you are not the intended recipient, you must not disclose, 
>> copy, distribute or retain this message or any part of it. This 
>> footnote also confirms that this EMail has been swept for computer 
>> viruses, but please re-sweep any attachments before opening or saving. 
>> HTTP://www.HPA.org.uk 
>> ************************************************************************** 
>> *
>>
>>     
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>   


From aharrison at gmail.com  Fri Apr 16 17:17:58 2010
From: aharrison at gmail.com (Andy Harrison)
Date: Fri, 16 Apr 2010 17:17:58 -0400
Subject: [rt-users] Different authentication methods for different queues
In-Reply-To: <1103985754.3493.1271218431186.JavaMail.root@mail.vpac.org>
References: <2042098474.2417.1271210278159.JavaMail.root@mail.vpac.org>
	<1103985754.3493.1271218431186.JavaMail.root@mail.vpac.org>
Message-ID: <i2va22ff2941004161417la92a8856s9b8a1ed18ec4736@mail.gmail.com>

On Wed, Apr 14, 2010 at 12:13 AM, Lev Lafayette <lev at vpac.org> wrote:
>
> We have our rt web interface behind https requiring authentication through LDAP.
>
> However we have certain queues that would like to provide outsiders (that is, people outside our LDAP) to connect to, preferably with a more limited interface. Their authentication could be through something like .htpassword
>
> Has anyone tried anything like this?

If you're achieving your ldap auth via the apache module, it will be
more difficult.  However, if you can use it, the
RT::Authen::ExternalAuth module will allow you to set up multiple
authentication sources.

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

I have it working using two ldap sources.

-- 
Andy Harrison
public key: 0x67518262


From andrewloveskitties at gmail.com  Fri Apr 16 19:26:49 2010
From: andrewloveskitties at gmail.com (Andrew Anderson)
Date: Fri, 16 Apr 2010 16:26:49 -0700
Subject: [rt-users] Installing: "make fixdeps" can't find Calendar::Simple
Message-ID: <m2o91b8aef61004161626q1f4d9a88v35d5c99df3b9d7bd@mail.gmail.com>

I'm trying to install RT and doing "make fixdeps" has installed all
the necessary CPAN modules, it seems, except for Calendar::Simple

"make fixdeps" gives this output:
  Warning: Cannot install Calendar::Simple, don't know what it is.
  Try the command i /Calendar::Simple/

So I tried doing that in CPAN and it finds these results:
  Module = HTML::Calendar::Simple (STRYTOAST/HTML-Calendar-Simple-0.04.tar.gz)
  Module    Template::Plugin::Calendar::Simple
(JEFFA/Template-Plugin-Calendar-Simple-0.02.tar.gz)
  2 items found

It seems like the RT Makefile is looking for a module name that
doesn't actually exist??  I've never done anything with Perl/CPAN
before so I don't know how to fix this =)

I am doing this on OpenSuse 11.2

Thanks,

Andrew M. Anderson
www.unfinishedblog.org


From torsten.brumm at googlemail.com  Sat Apr 17 13:34:14 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Sat, 17 Apr 2010 19:34:14 +0200
Subject: [rt-users] RealName attribute of Nobody and RT_System
	localization
In-Reply-To: <868BBF63-8EFA-4407-B237-87DA67EF651D@flocca.com>
References: <868BBF63-8EFA-4407-B237-87DA67EF651D@flocca.com>
Message-ID: <i2mbdbd084b1004171034hf01d79c7j8d9a6d45b2f77ccc@mail.gmail.com>

Have you tried it? Is it working?

2010/1/22 Giacomo Antolini <liste at flocca.com>

> Hi.
>
> Is it possible to translate the RealName attribute of Nobody and RT_System
> users? ("Nobody in particular" and "The RT System itself")
>
> Can I modify the RealName attribute on RT database?
>
> Thank you,
> Giacomo Antolini
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
> 2010 RT Training Sessions!
> San Francisco, CA, USA - Feb 22 & 23
> Dublin, Ireland - Mar 15 & 16
> Boston, MA, USA - April 5 & 6
> Washington DC, USA - Oct 25 & 26
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de
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From van.howell at lcu.edu  Sun Apr 18 10:57:16 2010
From: van.howell at lcu.edu (Howell, Van)
Date: Sun, 18 Apr 2010 14:57:16 +0000
Subject: [rt-users] Active Directory Authenticaton Problem
Message-ID: <525D0D637F75994CA90E1F810BA95B7A173D3E2A@BL2PRD0103MB050.prod.exchangelabs.com>

I have just setup a RT server using RT 3.8.7
I am running on CentOS 5.4
I used the "CentOS 5.4 + Active Directory 2003 + Exchange 2007 + Postfix + Rt" install script written by Kenny Prickett.

I cannot get the AD authentication to work correctly.
I have searched the archives for my problem but have been unable to find a solution.

I read an article about problems with user accounts that have commas in the CN.
http://www.gossamer-threads.com/lists/rt/users/86910

All of our accounts have commas.
I am able to connect with an account I setup that does not have a comma in the CN.

The solution in this post was not clear to me.

"It appears Net::LDAP::Filter is throwing away \s, so it may be worth
trying to forcibly
escape the \, on line 98ish before passing to new(), but without a
system exhibiting
this problem, its hard to test a change like that."

How do I forcibly escape the \, ?

Van Howell
System Administrator
Lubbock Christian University

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From torsten.brumm at googlemail.com  Sun Apr 18 12:04:13 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Sun, 18 Apr 2010 18:04:13 +0200
Subject: [rt-users] AssetTracker 1.2.4
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394027D6B49@w3hamboex11.ger.win.int.kn>
References: <20100111205435.GO88081@cesium.hyperfine.info>
	<16426EA38D57E74CB1DE5A6AE1DB0394027D66CD@w3hamboex11.ger.win.int.kn>
	<16426EA38D57E74CB1DE5A6AE1DB0394027D6B49@w3hamboex11.ger.win.int.kn>
Message-ID: <n2rbdbd084b1004180904v290ff5e2oead062379234d23a@mail.gmail.com>

OK, fixed this today:

Added to Type_Overlay.pm for AT the following:

$RIGHTS = {
    SeeType            => 'Can this principal see this asset type',       #
loc_pair
...
...
    ShowAssetComments   => 'See asset comments',                        #
loc_pair
...
...

};

Error is away now.
Torsten


2010/1/14 Brumm, Torsten / Kuehne + Nagel / Ham MI-ID <
torsten.brumm at kuehne-nagel.com>

> Hi Together,
> just play around with Upgrading RT 3.6.5 to 3.8.7, upgrade is smooth so
> far, but AT seems to make problems:
>
> 1. On Config->AT->Admin->Types i get:
>
> Can't locate object method "ACLEquivalenceObjects" via package
> "RTx::AssetTracker::System" at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm
> line 327.
>
> 2. If i open a asset, i get at the log:
>
> Invalid right. Couldn't canonicalize right 'ShowAssetComments'
> (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:299), referer:
> http://rt38-messenger.int.kn/AssetTracker/Asset/Display.html?id=1
>
> Any ideas how to fix?
>
> Torsten
>
> Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann
> (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian
> Marnett?, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen,
> Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich
> haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg
> Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
> 2010 RT Training Sessions!
> San Francisco, CA, USA - Feb 22 & 23
> Dublin, Ireland - Mar 15 & 16
> Boston, MA, USA - April 5 & 6
> Washington DC, USA - Oct 25 & 26
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de
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From cloos at netcologne.de  Mon Apr 19 05:25:01 2010
From: cloos at netcologne.de (Christian Loos)
Date: Mon, 19 Apr 2010 11:25:01 +0200
Subject: [rt-users] find time span between dates
In-Reply-To: <79236A26CC00114CBD0F3571FD5B883E51B522@colhpaexc010.HPA.org.uk>
References: <79236A26CC00114CBD0F3571FD5B883E51B522@colhpaexc010.HPA.org.uk>
Message-ID: <hqh7he$lba$1@dough.gmane.org>

Hi Steven,

I have done this to measure the time (in days) between Created and
Resolved by extending the ticket column_map this way:

For 3.6.x place a file under
local/html/Callbacks/MyCallbackname/Elements/RT__Ticket/ColumnMap/ColumnMap

For 3.8.x this would be
local/html/Callbacks/MyCallbackname/Elements/RT__Ticket/ColumnMap/Once


with the following content:
<%ARGS>
$COLUMN_MAP => {}
</%ARGS>
<%INIT>
$COLUMN_MAP->{DaysCreatedToResolved} = {
    title => 'DaysCreatedToResolved',
    value => sub {
        my $Created  = $_[0]->CreatedObj->SetToMidnight;
        my $Resolved = $_[0]->ResolvedObj->SetToMidnight;
        return '' unless ( $Resolved > 0 );
        return '< 1' if ( $Resolved == $Created );
        return ($Resolved-$Created)/60/60/24;
    }
}
</%INIT>

Use it as a guide for your way ;-)

Chris

Am 16.04.2010 14:11, schrieb Steven Platt:
> Hi,
> 
> Is there a way to report the difference between RT dates (Created &
> Started), either in the standard or advanced search?
> 
> I?m looking to generate a report to reflect how rapidly requests are
> addressed by our support staff.
> 
> Many thanks
> 
> Steve
> 
> [RT v3.6.2]
> 
> Dr Steven Platt
> 
> Bioinformatician
> 
> Statistics, Modelling and Bioinformatics
> 
> Health Protection Agency
> 
> Centre for Infections
> 
> London
> 
> ___www.hpa.org.uk/bioinformatics_ <http://www.hpa.org.uk/bioinformatics>
> 
> ------------------------------------------------------------------------
> 
> *
> **************************************************************************
> The information contained in the EMail and any attachments is
> confidential and intended solely and for the attention and use of the
> named addressee(s). It may not be disclosed to any other person without
> the express authority of the HPA, or the intended recipient, or both. If
> you are not the intended recipient, you must not disclose, copy,
> distribute or retain this message or any part of it. This footnote also
> confirms that this EMail has been swept for computer viruses, but please
> re-sweep any attachments before opening or saving. HTTP://www.HPA.org.uk
> ************************************************************************** *
> 
> 
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com




From rfh at vialtus.com  Mon Apr 19 05:54:41 2010
From: rfh at vialtus.com (Raed El-Hames)
Date: Mon, 19 Apr 2010 10:54:41 +0100
Subject: [rt-users] force use index when constructing the sql from
	Tickets_Overlay
Message-ID: <4BCC2861.80309@vialtus.com>

Hi;

rt-3.8.7
mysql 5.1

The following query :

SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users Users_3 JOIN 
Groups Groups_1 ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( 
Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) LEFT 
JOIN CachedGroupMembers CachedGroupMembers_2  ON ( 
CachedGroupMembers_2.MemberId = Users_3.id ) AND ( CachedGroupMembers_2 
.GroupId = Groups_1.id )  WHERE (Users_3.EmailAddress LIKE 
'%blah.gov.uk%') AND (main.Status != 'deleted') AND ( ( main.Subject 
LIKE '%blah%' OR main.Subject LIKE '%blah CC%' OR main .Subject LIKE 
'%blah County%' OR  ( CachedGroupMembers_2.id IS NOT NULL )  )  AND  ( 
main.Created > '2008-12-31 00:00:00' AND main.Created < '2009-03-01 
00:00:00' ) ) AND (main.Type  = 'ticket') AND (main.EffectiveId = 
main.id)  ORDER BY main.id ASC  LIMIT 100;

Takes over 3 minutes to run (from sql client), the web interface takes ~ 
4 to 5 minutes to come back,  an explain show that its using
index Groups2 (Type, Instance) , when joining the Groups table.

However:

SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users Users_3 JOIN 
Groups Groups_1 *use index (Groups1)* ON ( Groups_1.Domain = 
'RT::Ticket-Role' ) AND ( Groups_1.Type = 'Requestor' ) AND ( 
Groups_1.Instance = main.id ) LEFT JOIN CachedGroupMembers 
CachedGroupMembers_2  ON ( CachedGroupMembers_2.MemberId = Users_3.id ) 
AND ( CachedGroupMembers_2 .GroupId = Groups_1.id )  WHERE 
(Users_3.EmailAddress LIKE '%blah.gov.uk%') AND (main.Status != 
'deleted') AND ( ( main.Subject LIKE '%blah%' OR main.Subject LIKE 
'%blah CC%' OR main .Subject LIKE '%blah County%' OR  ( 
CachedGroupMembers_2.id IS NOT NULL )  )  AND  ( main.Created > 
'2008-12-31 00:00:00' AND main.Created < '2009-03-01 00:00:00' ) ) AND 
(main.Type  = 'ticket') AND (main.EffectiveId = main.id)  ORDER BY 
main.id ASC  LIMIT 100;

This returns the results in ~ 20 seconds.

So the first question is; is there any why I can add the use index 
statement when the sql is constructed my guess some where in  
Tickets_Overlay::_WatcherLimit??
Second question if the answer to the first question is no ; then is 
there any other way I can optimise the original query ??

I can send the explain out put if required ;

Regards;

Roy

 

 



From cgarcia at ific.uv.es  Mon Apr 19 06:21:39 2010
From: cgarcia at ific.uv.es (Carlos Garcia Montoro)
Date: Mon, 19 Apr 2010 12:21:39 +0200
Subject: [rt-users] Queues not showing/updating in QuickCreate box
In-Reply-To: <4BC8B30A.3090708@artonagroup.com>
References: <4BC8B30A.3090708@artonagroup.com>
Message-ID: <4BCC2EB3.3010700@ific.uv.es>

When a queue is just created, it is not shown sometime. Try to log out 
(perhaps close your browser) and then log in.

Cheers,
Carlos

Nick Irvine wrote:
> I've just changed the name of the General queue to "Triage", but this is 
> not reflected in the Quick Create box in RT at a Glance, nor in the "New 
> Ticket in [Combo box]" at the top.  Also, I can't select any other 
> Queues in either of these.  If I create a new ticket, it does in fact 
> end up in the Triage Queue.
> 
> Using 3.8 in from Ubuntu Karmic.

-- 
  _______ _______________________________________________________________
| __ __ | Carlos Garc?a Montoro                    Ingeniero Inform?tico
|_\_Y_/_| Instituto de F?sica Corpuscular         Centro Mixto CSIC - UV
|\_] [_/| Servicios Inform?ticos
|  [_]  | Edificio Institutos de Investigaci?n        cgarcia at ific.uv.es
|C S I C| Apartado de Correos 22085 E-46071 Valencia  Tel: +34 963543706
|_______| Espa?a / Spain                              Fax: +34 963543488
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From ronald.higgins at gmail.com  Mon Apr 19 07:38:32 2010
From: ronald.higgins at gmail.com (ronald.higgins)
Date: Mon, 19 Apr 2010 04:38:32 -0700 (PDT)
Subject: [rt-users]  WebRT 3.8.7 Slow Performance
Message-ID: <28287648.post@talk.nabble.com>


Greetings fellow list members.

I'm hoping some more experienced members might be able to shed some light on
some performance issues
we have been having with Request Tracker 3.8.7, it really is terribly slow
loading anything from the DB side without the Server itself being
constrained for resources.

The RT instance is running under VMWare VSphere (ESX4.0) with the following
resources assigned

8 vCPU's
24GB RAM
500GB disk on SAN (the SAN is idling so it's definately not disk I/O)

O.S is Centos 5.4

The database itself (ibdata1) is 213GB in size. The database stores a lot of
images (faxes) sent from customers,
hence the size of the DB. The Tickets table contains about 1.2 million
records.

Once logged into RT the (RT @ a Glance & queues takes about 10->15 seconds
too load.
Pages like Configuration loads instantaneously leading me to believe it's
anything being queried out of the DB.

So any guidance on InnoDB tweaks to try would be appreciated as well.

##################
#MySQL related Info#
##################

#######################################################################################

mysql> show engine innodb status\G;
*************************** 1. row ***************************
Status:
=====================================
100419 11:04:18 INNODB MONITOR OUTPUT
=====================================
Per second averages calculated from the last 15 seconds
----------
SEMAPHORES
----------
OS WAIT ARRAY INFO: reservation count 11363775, signal count 4598538
Mutex spin waits 0, rounds 1511018468, OS waits 3297606
RW-shared spins 12329291, OS waits 6064081; RW-excl spins 7564941, OS waits
1214997
------------
TRANSACTIONS
------------
Trx id counter 0 1347315994
Purge done for trx's n:o < 0 1347314768 undo n:o < 0 0
History list length 18
Total number of lock structs in row lock hash table 0
LIST OF TRANSACTIONS FOR EACH SESSION:
---TRANSACTION 0 0, not started, process no 5371, OS thread id 1183050048
MySQL thread id 924, query id 6013662 localhost root
show engine innodb status
---TRANSACTION 0 1347315694, not started, process no 5371, OS thread id
1173416256
MySQL thread id 923, query id 6012423 localhost rt_user
---TRANSACTION 0 1347315808, not started, process no 5371, OS thread id
1171409216
MySQL thread id 921, query id 6013433 localhost rt_user
---TRANSACTION 0 1347315807, not started, process no 5371, OS thread id
1176828224
MySQL thread id 920, query id 6013424 localhost rt_user
---TRANSACTION 0 1347314770, not started, process no 5371, OS thread id
1180440896
MySQL thread id 919, query id 6008500 localhost rt_user
---TRANSACTION 0 1347315776, not started, process no 5371, OS thread id
1180641600
MySQL thread id 918, query id 6013312 localhost rt_user
---TRANSACTION 0 1347315924, not started, process no 5371, OS thread id
1176426816
MySQL thread id 917, query id 6013592 localhost rt_user
---TRANSACTION 0 1347315841, not started, process no 5371, OS thread id
1174018368
MySQL thread id 916, query id 6013495 localhost rt_user
---TRANSACTION 0 1347315301, not started, process no 5371, OS thread id
1177631040
MySQL thread id 914, query id 6008465 localhost rt_user
---TRANSACTION 0 1347315993, not started, process no 5371, OS thread id
1187264832
MySQL thread id 913, query id 6013661 localhost rt_user
---TRANSACTION 0 1347315752, not started, process no 5371, OS thread id
1184254272
MySQL thread id 840, query id 6013216 localhost rt_user
---TRANSACTION 0 1347315768, not started, process no 5371, OS thread id
1181043008
MySQL thread id 834, query id 6013268 localhost rt_user
---TRANSACTION 0 1347315684, not started, process no 5371, OS thread id
1185659200
MySQL thread id 830, query id 6012355 localhost rt_user
---TRANSACTION 0 1347315775, not started, process no 5371, OS thread id
1083808064
MySQL thread id 813, query id 6013356 localhost rt_user
---TRANSACTION 0 1347315773, not started, process no 5371, OS thread id
1186261312
MySQL thread id 811, query id 6013273 localhost rt_user
---TRANSACTION 0 1347315723, not started, process no 5371, OS thread id
1185458496
MySQL thread id 807, query id 6013245 localhost rt_user
---TRANSACTION 0 1347314764, not started, process no 5371, OS thread id
1186462016
MySQL thread id 806, query id 6008386 localhost rt_user
---TRANSACTION 0 1347315541, not started, process no 5371, OS thread id
1175423296
MySQL thread id 802, query id 6013293 localhost rt_user
---TRANSACTION 0 1347315790, not started, process no 5371, OS thread id
1081203008
MySQL thread id 754, query id 6013327 localhost rt_user
---TRANSACTION 0 1347315801, ACTIVE 2 sec, process no 5371, OS thread id
1079327040 starting index read, thread declared inside InnoDB 283
mysql tables in use 4, locked 0
MySQL thread id 841, query id 6013346 localhost rt_user Copying to tmp table
SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_2 JOIN Principals
Principals_1  ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers
CachedGroupMembers_3  ON ( CachedGroupMembers_3.MemberId = Principals_1.id ) 
WHERE (Principals_1.Disabled = '0') AND (ACL_2.PrincipalId =
CachedGroupMembers_3.GroupId) AND (Principals_1.id != '1') AND
(ACL_2.PrincipalType = 'Group') AND (Principals_1.PrincipalType = 'User')
AND (ACL_2.RightName = 'OwnTicket') AND ((ACL_2.ObjectType = 'RT::Queue') OR
(ACL_2.ObjectType = 'RT::System'))  ORDER BY main.Name ASC
Trx read view will not see trx with id >= 0 1347315802, sees < 0 1347315215
---TRANSACTION 0 1347315215, ACTIVE 14 sec, process no 5371, OS thread id
1096284480 starting index read, thread declared inside InnoDB 10
mysql tables in use 3, locked 0
MySQL thread id 912, query id 6007074 localhost rt_user Copying to tmp table
SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users Users_3 JOIN
Groups Groups_1  ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND (
Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) JOIN
CachedGroupMembers CachedGroupMembers_2  ON ( CachedGroupMembers_2.MemberId
= Users_3.id ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id )  WHERE
(Users_3.id = '1241833') AND (main.Status != 'deleted') AND ( (
CachedGroupMembers_2.id IS NOT NULL )  AND  ( main.Status = 'new' OR
main.Status = 'open' OR main.Status = 'stalled' ) ) AND (main.Type =
'ticket') AND (main.EffectiveId = main.id
Trx read view will not see trx with id >= 0 1347315216, sees < 0 1347314360
--------
FILE I/O
--------
I/O thread 0 state: waiting for i/o request (insert buffer thread)
I/O thread 1 state: waiting for i/o request (log thread)
I/O thread 2 state: waiting for i/o request (read thread)
I/O thread 3 state: waiting for i/o request (write thread)
Pending normal aio reads: 0, aio writes: 0,
 ibuf aio reads: 0, log i/o's: 0, sync i/o's: 0
Pending flushes (fsync) log: 0; buffer pool: 0
2769582 OS file reads, 93462 OS file writes, 33046 OS fsyncs
0.07 reads/s, 16384 avg bytes/read, 3.00 writes/s, 1.80 fsyncs/s
-------------------------------------
INSERT BUFFER AND ADAPTIVE HASH INDEX
-------------------------------------
Ibuf: size 1, free list len 5, seg size 7,
825 inserts, 825 merged recs, 120 merges
Hash table size 17700857, used cells 13967099, node heap has 40615 buffer(s)
416299.25 hash searches/s, 127302.78 non-hash searches/s
---
LOG
---
Log sequence number 60 1215858005
Log flushed up to   60 1215857995
Last checkpoint at  60 1215430296
0 pending log writes, 0 pending chkp writes
27847 log i/o's done, 1.53 log i/o's/second
----------------------
BUFFER POOL AND MEMORY
----------------------
Total memory allocated 9551415920; in additional pool allocated 16775936
Buffer pool size   524288
Free buffers       1
Database pages     483672
Modified db pages  108
Pending reads 0
Pending writes: LRU 0, flush list 0, single page 0
Pages read 9488089, created 12107, written 82568
0.07 reads/s, 1.60 creates/s, 1.87 writes/s
Buffer pool hit rate 1000 / 1000
--------------
ROW OPERATIONS
--------------
2 queries inside InnoDB, 0 queries in queue
3 read views open inside InnoDB
Main thread process no. 5371, id 1170004288, state: sleeping
Number of rows inserted 41669, updated 32489, deleted 2390, read 9639755901
4.20 inserts/s, 2.73 updates/s, 0.13 deletes/s, 973193.79 reads/s
----------------------------
END OF INNODB MONITOR OUTPUT
============================

1 row in set (0.11 sec)

ERROR:
No query specified

#######################################################################################

mysql> show indexes from Tickets;
+---------+------------+----------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
| Table   | Non_unique | Key_name | Seq_in_index | Column_name | Collation |
Cardinality | Sub_part | Packed | Null | Index_type | Comment |
+---------+------------+----------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
| Tickets |          0 | PRIMARY  |            1 | id          | A         |    
1339471 |     NULL | NULL   |      | BTREE      |         |
| Tickets |          1 | Tickets1 |            1 | Queue       | A         |         
18 |     NULL | NULL   |      | BTREE      |         |
| Tickets |          1 | Tickets1 |            2 | Status      | A         |         
18 |     NULL | NULL   | YES  | BTREE      |         |
| Tickets |          1 | Tickets2 |            1 | Owner       | A         |         
18 |     NULL | NULL   |      | BTREE      |         |
| Tickets |          1 | Tickets6 |            1 | EffectiveId | A         |    
1339471 |     NULL | NULL   |      | BTREE      |         |
| Tickets |          1 | Tickets6 |            2 | Type        | A         |    
1339471 |     NULL | NULL   | YES  | BTREE      |         |
+---------+------------+----------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+


And some sample queries out of the mysqld-slow log:

# Query_time: 38  Lock_time: 0  Rows_sent: 10  Rows_examined: 1570956
SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users Users_3 JOIN
Groups Groups_1  ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND (
Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) JOIN
CachedGroupMembers CachedGroupMembers_2  ON ( CachedGroupMembers_2.MemberId
= Users_3.id ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id )  WHERE
(Users_3.id = '1241833') AND (main.Status != 'deleted') AND ( (
CachedGroupMembers_2.id IS NOT NULL )  AND  ( main.Status = 'new' OR
main.Status = 'open' OR main.Status = 'stalled' ) ) AND (main.Type =
'ticket') AND (main.EffectiveId = main.id)  ORDER BY main.Priority DESC 
LIMIT 10;
# Time: 100419 11:06:04
# User at Host: rt_user[rt_user] @ localhost []
# Query_time: 10  Lock_time: 0  Rows_sent: 10  Rows_examined: 839782
SELECT main.* FROM Tickets main  WHERE (main.Status != 'deleted') AND
(main.Owner = '10' AND  ( main.Status = 'new' OR main.Status = 'open' ) )
AND (main.Type = 'ticket') AND (main.EffectiveId = main.id)  ORDER BY
main.Created DESC  LIMIT 10;
# Time: 100419 11:06:05
# User at Host: rt_user[rt_user] @ localhost []
# Query_time: 9  Lock_time: 0  Rows_sent: 1  Rows_examined: 839772
SELECT count(main.id) FROM Tickets main  WHERE (main.Status != 'deleted')
AND (main.Owner = '10' AND  ( main.Status = 'new' OR main.Status = 'open' )
) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id);
# User at Host: rt_user[rt_user] @ localhost []
# Query_time: 40  Lock_time: 0  Rows_sent: 10  Rows_examined: 1570956
SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users Users_3 JOIN
Groups Groups_1  ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND (
Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) JOIN
CachedGroupMembers CachedGroupMembers_2  ON ( CachedGroupMembers_2.MemberId
= Users_3.id ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id )  WHERE
(Users_3.id = '1241833') AND (main.Status != 'deleted') AND ( (
CachedGroupMembers_2.id IS NOT NULL )  AND  ( main.Status = 'new' OR
main.Status = 'open' OR main.Status = 'stalled' ) ) AND (main.Type =
'ticket') AND (main.EffectiveId = main.id)  ORDER BY main.Priority DESC 
LIMIT 10;
# Time: 100419 11:06:06

#######################################################################################

#########
#System#
#########

On the O.S side everything looks good, O.S is nippy:

mpstat -P ALL
Linux 2.6.18-164.15.1.el5 04/19/2010

11:09:59 AM  CPU   %user   %nice    %sys %iowait    %irq   %soft  %steal  
%idle    intr/s
11:09:59 AM  all    8.99    0.01    1.36    1.32    0.06    0.29    0.00  
87.99    555.61
11:09:59 AM    0    8.95    0.03    1.64    4.62    0.05    0.23    0.00  
84.48    138.93
11:09:59 AM    1    8.89    0.00    1.07    0.50    0.00    0.02    0.00  
89.50      0.00
11:09:59 AM    2    8.88    0.00    1.06    0.35    0.00    0.02    0.00  
89.69      0.00
11:09:59 AM    3    9.01    0.00    1.06    0.19    0.00    0.02    0.00  
89.72      0.00
11:09:59 AM    4    9.62    0.01    1.17    0.33    0.00    0.02    0.00  
88.85      0.00
11:09:59 AM    5    9.25    0.00    1.08    0.33    0.00    0.02    0.00  
89.31      2.33
11:09:59 AM    6    9.00    0.01    2.07    3.51    0.07    0.15    0.00  
85.19     22.36
11:09:59 AM    7    8.28    0.00    1.73    0.70    0.32    1.79    0.00  
87.18    391.98


iostat -x 10

avg-cpu:  %user   %nice %system %iowait  %steal   %idle
          74.12    0.00    4.54    0.03    0.00   21.32

Device:         rrqm/s   wrqm/s   r/s   w/s   rsec/s   wsec/s avgrq-sz
avgqu-sz   await  svctm  %util
sda               0.00   249.85  1.10 47.75     8.79  2381.62    48.93    
0.27    5.58   1.06   5.19
sda1              0.00     0.00  0.00  0.00     0.00     0.00     0.00    
0.00    0.00   0.00   0.00
sda2              0.00   249.85  1.10 47.75     8.79  2381.62    48.93    
0.27    5.58   1.06   5.19

Best Regards

Ronald Higgins 
-- 
View this message in context: http://old.nabble.com/WebRT-3.8.7-Slow-Performance-tp28287648p28287648.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From ruslan.zakirov at gmail.com  Mon Apr 19 08:15:18 2010
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 19 Apr 2010 16:15:18 +0400
Subject: [rt-users] WebRT 3.8.7 Slow Performance
In-Reply-To: <28287648.post@talk.nabble.com>
References: <28287648.post@talk.nabble.com>
Message-ID: <p2u589c94401004190515s6693d78cq9554956c36b024dd@mail.gmail.com>

Hello Ronald,

1) I suspect missing index on CachedGroupMembers table. Show indexes
for that table.

2) Also one of the following indexes on tickets would help with
queries you showed:
* (Status)
* (Owner, Status)
* (Status, Owner)

I don't know which one you should use as I don't know distribution of
Status and Owner columns, as well, I don't know if there are more
queries with different signatures in the slow log.

3) If this system is not 64bit then mysql may have problems allocating
more than 2G when you have plenty of room.

4) Major variable to tune for InnoDB is innodb_buffer_pool_size.
However, read below.


Considering all of the above you should take the following steps:

1) Improve performance of slow queries using indexes. For example you
have queries that return "Rows_sent: 1", but to do that look at
"Rows_examined: 839772", so this query pollute buffers with info from
1M records to recieve only one.

2) Once you have no slow queries in the log or ration between examined
and sent records is small enough, at this moment you can move to
tunning mysql's options. You restart mysql server or flush stats,
waits some time to gather fresh stats and uses mysqltuner.pl at first
and then advance tutorials on optimizing mysql/InnoDB.

On Mon, Apr 19, 2010 at 3:38 PM, ronald.higgins
<ronald.higgins at gmail.com> wrote:
>
> Greetings fellow list members.
>
> I'm hoping some more experienced members might be able to shed some light on
> some performance issues
> we have been having with Request Tracker 3.8.7, it really is terribly slow
> loading anything from the DB side without the Server itself being
> constrained for resources.
>
> The RT instance is running under VMWare VSphere (ESX4.0) with the following
> resources assigned
>
> 8 vCPU's
> 24GB RAM
> 500GB disk on SAN (the SAN is idling so it's definately not disk I/O)
>
> O.S is Centos 5.4
>
> The database itself (ibdata1) is 213GB in size. The database stores a lot of
> images (faxes) sent from customers,
> hence the size of the DB. The Tickets table contains about 1.2 million
> records.
>
> Once logged into RT the (RT @ a Glance & queues takes about 10->15 seconds
> too load.
> Pages like Configuration loads instantaneously leading me to believe it's
> anything being queried out of the DB.
>
> So any guidance on InnoDB tweaks to try would be appreciated as well.

-- 
Best regards, Ruslan.


From rfh at vialtus.com  Mon Apr 19 08:18:53 2010
From: rfh at vialtus.com (Raed El-Hames)
Date: Mon, 19 Apr 2010 13:18:53 +0100
Subject: [rt-users] WebRT 3.8.7 Slow Performance
In-Reply-To: <28287648.post@talk.nabble.com>
References: <28287648.post@talk.nabble.com>
Message-ID: <4BCC4A2D.8020901@vialtus.com>

Ronald;

I don't think you stated what version of mysql you are using?
If its less than version 5 then I would recommend upgrading , as far as 
I know more recent versions of mysql have better query optimisers.
Once you are on version 5.x have a look at table partitioning, in our 
system the only big table is the Attachments table, 80G or so , and a 
year or so ago we suffered performance issues with tickets 
listing/displaying , one of the things we did to improve that was to 
partition the Attachment table by range based on id, and once we done 
that we noticed a massive improvement in performance.
Partitioning will only benefit you if the active set of data is a 
percentage of the table, but with 1.2 million tickets I would have 
guessed the active tickets  possibly 100000 or so ?; partitioning your 
Tickets/Attachments/Groups may help you.

Have a look at 
http://dev.mysql.com/doc/refman/5.1/en/partitioning.html


Hope it helps;

Regards;
Roy

 


ronald.higgins wrote:
> Greetings fellow list members.
>
> I'm hoping some more experienced members might be able to shed some light on
> some performance issues
> we have been having with Request Tracker 3.8.7, it really is terribly slow
> loading anything from the DB side without the Server itself being
> constrained for resources.
>
> The RT instance is running under VMWare VSphere (ESX4.0) with the following
> resources assigned
>
> 8 vCPU's
> 24GB RAM
> 500GB disk on SAN (the SAN is idling so it's definately not disk I/O)
>
> O.S is Centos 5.4
>
> The database itself (ibdata1) is 213GB in size. The database stores a lot of
> images (faxes) sent from customers,
> hence the size of the DB. The Tickets table contains about 1.2 million
> records.
>
> Once logged into RT the (RT @ a Glance & queues takes about 10->15 seconds
> too load.
> Pages like Configuration loads instantaneously leading me to believe it's
> anything being queried out of the DB.
>
> So any guidance on InnoDB tweaks to try would be appreciated as well.
>
> ##################
> #MySQL related Info#
> ##################
>
> #######################################################################################
>
> mysql> show engine innodb status\G;
> *************************** 1. row ***************************
> Status:
> =====================================
> 100419 11:04:18 INNODB MONITOR OUTPUT
> =====================================
> Per second averages calculated from the last 15 seconds
> ----------
> SEMAPHORES
> ----------
> OS WAIT ARRAY INFO: reservation count 11363775, signal count 4598538
> Mutex spin waits 0, rounds 1511018468, OS waits 3297606
> RW-shared spins 12329291, OS waits 6064081; RW-excl spins 7564941, OS waits
> 1214997
> ------------
> TRANSACTIONS
> ------------
> Trx id counter 0 1347315994
> Purge done for trx's n:o < 0 1347314768 undo n:o < 0 0
> History list length 18
> Total number of lock structs in row lock hash table 0
> LIST OF TRANSACTIONS FOR EACH SESSION:
> ---TRANSACTION 0 0, not started, process no 5371, OS thread id 1183050048
> MySQL thread id 924, query id 6013662 localhost root
> show engine innodb status
> ---TRANSACTION 0 1347315694, not started, process no 5371, OS thread id
> 1173416256
> MySQL thread id 923, query id 6012423 localhost rt_user
> ---TRANSACTION 0 1347315808, not started, process no 5371, OS thread id
> 1171409216
> MySQL thread id 921, query id 6013433 localhost rt_user
> ---TRANSACTION 0 1347315807, not started, process no 5371, OS thread id
> 1176828224
> MySQL thread id 920, query id 6013424 localhost rt_user
> ---TRANSACTION 0 1347314770, not started, process no 5371, OS thread id
> 1180440896
> MySQL thread id 919, query id 6008500 localhost rt_user
> ---TRANSACTION 0 1347315776, not started, process no 5371, OS thread id
> 1180641600
> MySQL thread id 918, query id 6013312 localhost rt_user
> ---TRANSACTION 0 1347315924, not started, process no 5371, OS thread id
> 1176426816
> MySQL thread id 917, query id 6013592 localhost rt_user
> ---TRANSACTION 0 1347315841, not started, process no 5371, OS thread id
> 1174018368
> MySQL thread id 916, query id 6013495 localhost rt_user
> ---TRANSACTION 0 1347315301, not started, process no 5371, OS thread id
> 1177631040
> MySQL thread id 914, query id 6008465 localhost rt_user
> ---TRANSACTION 0 1347315993, not started, process no 5371, OS thread id
> 1187264832
> MySQL thread id 913, query id 6013661 localhost rt_user
> ---TRANSACTION 0 1347315752, not started, process no 5371, OS thread id
> 1184254272
> MySQL thread id 840, query id 6013216 localhost rt_user
> ---TRANSACTION 0 1347315768, not started, process no 5371, OS thread id
> 1181043008
> MySQL thread id 834, query id 6013268 localhost rt_user
> ---TRANSACTION 0 1347315684, not started, process no 5371, OS thread id
> 1185659200
> MySQL thread id 830, query id 6012355 localhost rt_user
> ---TRANSACTION 0 1347315775, not started, process no 5371, OS thread id
> 1083808064
> MySQL thread id 813, query id 6013356 localhost rt_user
> ---TRANSACTION 0 1347315773, not started, process no 5371, OS thread id
> 1186261312
> MySQL thread id 811, query id 6013273 localhost rt_user
> ---TRANSACTION 0 1347315723, not started, process no 5371, OS thread id
> 1185458496
> MySQL thread id 807, query id 6013245 localhost rt_user
> ---TRANSACTION 0 1347314764, not started, process no 5371, OS thread id
> 1186462016
> MySQL thread id 806, query id 6008386 localhost rt_user
> ---TRANSACTION 0 1347315541, not started, process no 5371, OS thread id
> 1175423296
> MySQL thread id 802, query id 6013293 localhost rt_user
> ---TRANSACTION 0 1347315790, not started, process no 5371, OS thread id
> 1081203008
> MySQL thread id 754, query id 6013327 localhost rt_user
> ---TRANSACTION 0 1347315801, ACTIVE 2 sec, process no 5371, OS thread id
> 1079327040 starting index read, thread declared inside InnoDB 283
> mysql tables in use 4, locked 0
> MySQL thread id 841, query id 6013346 localhost rt_user Copying to tmp table
> SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_2 JOIN Principals
> Principals_1  ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers
> CachedGroupMembers_3  ON ( CachedGroupMembers_3.MemberId = Principals_1.id )
> WHERE (Principals_1.Disabled = '0') AND (ACL_2.PrincipalId =
> CachedGroupMembers_3.GroupId) AND (Principals_1.id != '1') AND
> (ACL_2.PrincipalType = 'Group') AND (Principals_1.PrincipalType = 'User')
> AND (ACL_2.RightName = 'OwnTicket') AND ((ACL_2.ObjectType = 'RT::Queue') OR
> (ACL_2.ObjectType = 'RT::System'))  ORDER BY main.Name ASC
> Trx read view will not see trx with id >= 0 1347315802, sees < 0 1347315215
> ---TRANSACTION 0 1347315215, ACTIVE 14 sec, process no 5371, OS thread id
> 1096284480 starting index read, thread declared inside InnoDB 10
> mysql tables in use 3, locked 0
> MySQL thread id 912, query id 6007074 localhost rt_user Copying to tmp table
> SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users Users_3 JOIN
> Groups Groups_1  ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND (
> Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) JOIN
> CachedGroupMembers CachedGroupMembers_2  ON ( CachedGroupMembers_2.MemberId
> = Users_3.id ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id )  WHERE
> (Users_3.id = '1241833') AND (main.Status != 'deleted') AND ( (
> CachedGroupMembers_2.id IS NOT NULL )  AND  ( main.Status = 'new' OR
> main.Status = 'open' OR main.Status = 'stalled' ) ) AND (main.Type =
> 'ticket') AND (main.EffectiveId = main.id
> Trx read view will not see trx with id >= 0 1347315216, sees < 0 1347314360
> --------
> FILE I/O
> --------
> I/O thread 0 state: waiting for i/o request (insert buffer thread)
> I/O thread 1 state: waiting for i/o request (log thread)
> I/O thread 2 state: waiting for i/o request (read thread)
> I/O thread 3 state: waiting for i/o request (write thread)
> Pending normal aio reads: 0, aio writes: 0,
>  ibuf aio reads: 0, log i/o's: 0, sync i/o's: 0
> Pending flushes (fsync) log: 0; buffer pool: 0
> 2769582 OS file reads, 93462 OS file writes, 33046 OS fsyncs
> 0.07 reads/s, 16384 avg bytes/read, 3.00 writes/s, 1.80 fsyncs/s
> -------------------------------------
> INSERT BUFFER AND ADAPTIVE HASH INDEX
> -------------------------------------
> Ibuf: size 1, free list len 5, seg size 7,
> 825 inserts, 825 merged recs, 120 merges
> Hash table size 17700857, used cells 13967099, node heap has 40615 buffer(s)
> 416299.25 hash searches/s, 127302.78 non-hash searches/s
> ---
> LOG
> ---
> Log sequence number 60 1215858005
> Log flushed up to   60 1215857995
> Last checkpoint at  60 1215430296
> 0 pending log writes, 0 pending chkp writes
> 27847 log i/o's done, 1.53 log i/o's/second
> ----------------------
> BUFFER POOL AND MEMORY
> ----------------------
> Total memory allocated 9551415920; in additional pool allocated 16775936
> Buffer pool size   524288
> Free buffers       1
> Database pages     483672
> Modified db pages  108
> Pending reads 0
> Pending writes: LRU 0, flush list 0, single page 0
> Pages read 9488089, created 12107, written 82568
> 0.07 reads/s, 1.60 creates/s, 1.87 writes/s
> Buffer pool hit rate 1000 / 1000
> --------------
> ROW OPERATIONS
> --------------
> 2 queries inside InnoDB, 0 queries in queue
> 3 read views open inside InnoDB
> Main thread process no. 5371, id 1170004288, state: sleeping
> Number of rows inserted 41669, updated 32489, deleted 2390, read 9639755901
> 4.20 inserts/s, 2.73 updates/s, 0.13 deletes/s, 973193.79 reads/s
> ----------------------------
> END OF INNODB MONITOR OUTPUT
> ============================
>
> 1 row in set (0.11 sec)
>
> ERROR:
> No query specified
>
> #######################################################################################
>
> mysql> show indexes from Tickets;
> +---------+------------+----------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
> | Table   | Non_unique | Key_name | Seq_in_index | Column_name | Collation |
> Cardinality | Sub_part | Packed | Null | Index_type | Comment |
> +---------+------------+----------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
> | Tickets |          0 | PRIMARY  |            1 | id          | A         |
> 1339471 |     NULL | NULL   |      | BTREE      |         |
> | Tickets |          1 | Tickets1 |            1 | Queue       | A         |
> 18 |     NULL | NULL   |      | BTREE      |         |
> | Tickets |          1 | Tickets1 |            2 | Status      | A         |
> 18 |     NULL | NULL   | YES  | BTREE      |         |
> | Tickets |          1 | Tickets2 |            1 | Owner       | A         |
> 18 |     NULL | NULL   |      | BTREE      |         |
> | Tickets |          1 | Tickets6 |            1 | EffectiveId | A         |
> 1339471 |     NULL | NULL   |      | BTREE      |         |
> | Tickets |          1 | Tickets6 |            2 | Type        | A         |
> 1339471 |     NULL | NULL   | YES  | BTREE      |         |
> +---------+------------+----------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
>
>
> And some sample queries out of the mysqld-slow log:
>
> # Query_time: 38  Lock_time: 0  Rows_sent: 10  Rows_examined: 1570956
> SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users Users_3 JOIN
> Groups Groups_1  ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND (
> Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) JOIN
> CachedGroupMembers CachedGroupMembers_2  ON ( CachedGroupMembers_2.MemberId
> = Users_3.id ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id )  WHERE
> (Users_3.id = '1241833') AND (main.Status != 'deleted') AND ( (
> CachedGroupMembers_2.id IS NOT NULL )  AND  ( main.Status = 'new' OR
> main.Status = 'open' OR main.Status = 'stalled' ) ) AND (main.Type =
> 'ticket') AND (main.EffectiveId = main.id)  ORDER BY main.Priority DESC
> LIMIT 10;
> # Time: 100419 11:06:04
> # User at Host: rt_user[rt_user] @ localhost []
> # Query_time: 10  Lock_time: 0  Rows_sent: 10  Rows_examined: 839782
> SELECT main.* FROM Tickets main  WHERE (main.Status != 'deleted') AND
> (main.Owner = '10' AND  ( main.Status = 'new' OR main.Status = 'open' ) )
> AND (main.Type = 'ticket') AND (main.EffectiveId = main.id)  ORDER BY
> main.Created DESC  LIMIT 10;
> # Time: 100419 11:06:05
> # User at Host: rt_user[rt_user] @ localhost []
> # Query_time: 9  Lock_time: 0  Rows_sent: 1  Rows_examined: 839772
> SELECT count(main.id) FROM Tickets main  WHERE (main.Status != 'deleted')
> AND (main.Owner = '10' AND  ( main.Status = 'new' OR main.Status = 'open' )
> ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id);
> # User at Host: rt_user[rt_user] @ localhost []
> # Query_time: 40  Lock_time: 0  Rows_sent: 10  Rows_examined: 1570956
> SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users Users_3 JOIN
> Groups Groups_1  ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND (
> Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) JOIN
> CachedGroupMembers CachedGroupMembers_2  ON ( CachedGroupMembers_2.MemberId
> = Users_3.id ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id )  WHERE
> (Users_3.id = '1241833') AND (main.Status != 'deleted') AND ( (
> CachedGroupMembers_2.id IS NOT NULL )  AND  ( main.Status = 'new' OR
> main.Status = 'open' OR main.Status = 'stalled' ) ) AND (main.Type =
> 'ticket') AND (main.EffectiveId = main.id)  ORDER BY main.Priority DESC
> LIMIT 10;
> # Time: 100419 11:06:06
>
> #######################################################################################
>
> #########
> #System#
> #########
>
> On the O.S side everything looks good, O.S is nippy:
>
> mpstat -P ALL
> Linux 2.6.18-164.15.1.el5 04/19/2010
>
> 11:09:59 AM  CPU   %user   %nice    %sys %iowait    %irq   %soft  %steal
> %idle    intr/s
> 11:09:59 AM  all    8.99    0.01    1.36    1.32    0.06    0.29    0.00
> 87.99    555.61
> 11:09:59 AM    0    8.95    0.03    1.64    4.62    0.05    0.23    0.00
> 84.48    138.93
> 11:09:59 AM    1    8.89    0.00    1.07    0.50    0.00    0.02    0.00
> 89.50      0.00
> 11:09:59 AM    2    8.88    0.00    1.06    0.35    0.00    0.02    0.00
> 89.69      0.00
> 11:09:59 AM    3    9.01    0.00    1.06    0.19    0.00    0.02    0.00
> 89.72      0.00
> 11:09:59 AM    4    9.62    0.01    1.17    0.33    0.00    0.02    0.00
> 88.85      0.00
> 11:09:59 AM    5    9.25    0.00    1.08    0.33    0.00    0.02    0.00
> 89.31      2.33
> 11:09:59 AM    6    9.00    0.01    2.07    3.51    0.07    0.15    0.00
> 85.19     22.36
> 11:09:59 AM    7    8.28    0.00    1.73    0.70    0.32    1.79    0.00
> 87.18    391.98
>
>
> iostat -x 10
>
> avg-cpu:  %user   %nice %system %iowait  %steal   %idle
>           74.12    0.00    4.54    0.03    0.00   21.32
>
> Device:         rrqm/s   wrqm/s   r/s   w/s   rsec/s   wsec/s avgrq-sz
> avgqu-sz   await  svctm  %util
> sda               0.00   249.85  1.10 47.75     8.79  2381.62    48.93
> 0.27    5.58   1.06   5.19
> sda1              0.00     0.00  0.00  0.00     0.00     0.00     0.00
> 0.00    0.00   0.00   0.00
> sda2              0.00   249.85  1.10 47.75     8.79  2381.62    48.93
> 0.27    5.58   1.06   5.19
>
> Best Regards
>
> Ronald Higgins
> --
> View this message in context: http://old.nabble.com/WebRT-3.8.7-Slow-Performance-tp28287648p28287648.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>   


From ronald.higgins at gmail.com  Mon Apr 19 08:41:07 2010
From: ronald.higgins at gmail.com (ronald higgins)
Date: Mon, 19 Apr 2010 14:41:07 +0200
Subject: [rt-users] WebRT 3.8.7 Slow Performance
In-Reply-To: <4BCC4A2D.8020901@vialtus.com>
References: <28287648.post@talk.nabble.com> <4BCC4A2D.8020901@vialtus.com>
Message-ID: <g2z68094e181004190541r942889rd5805f1147463417@mail.gmail.com>

Hi Ruslan & Raed/Roy,

Thanks very much for the feedback so far.

Yes, it is a 64bit installation and we are running MySQL Ver 5.0.77.

As requested see below indexes for CachedGroupMembers (apologies if
the format is whack):

mysql> show indexes from CachedGroupMembers;
+--------------------+------------+---------------------+--------------+-------------------+-----------+-------------+----------+--------+------+------------+---------+
| Table              | Non_unique | Key_name            | Seq_in_index
| Column_name       | Collation | Cardinality | Sub_part | Packed |
Null | Index_type | Comment |
+--------------------+------------+---------------------+--------------+-------------------+-----------+-------------+----------+--------+------+------------+---------+
| CachedGroupMembers |          0 | PRIMARY             |            1
| id                | A         |     7970018 |     NULL | NULL   |
  | BTREE      |         |
| CachedGroupMembers |          1 | DisGrouMem          |            1
| GroupId           | A         |     7970018 |     NULL | NULL   |
YES  | BTREE      |         |
| CachedGroupMembers |          1 | DisGrouMem          |            2
| MemberId          | A         |     7970018 |     NULL | NULL   |
YES  | BTREE      |         |
| CachedGroupMembers |          1 | DisGrouMem          |            3
| Disabled          | A         |     7970018 |     NULL | NULL   |
  | BTREE      |         |
| CachedGroupMembers |          1 | CachedGroupMembers3 |            1
| MemberId          | A         |     7970018 |     NULL | NULL   |
YES  | BTREE      |         |
| CachedGroupMembers |          1 | CachedGroupMembers3 |            2
| ImmediateParentId | A         |     7970018 |     NULL | NULL   |
YES  | BTREE      |         |
+--------------------+------------+---------------------+--------------+-------------------+-----------+-------------+----------+--------+------+------------+---------+

I'm going to have too read up on the innodb_buffer_pool_size before I
can comment any further.

I will definately look into partitioning the Tickets/Attachments
tables as you have suggested,

thanks :)

Ronald


On Mon, Apr 19, 2010 at 2:18 PM, Raed El-Hames <rfh at vialtus.com> wrote:
> Ronald;
>
> I don't think you stated what version of mysql you are using?
> If its less than version 5 then I would recommend upgrading , as far as I
> know more recent versions of mysql have better query optimisers.
> Once you are on version 5.x have a look at table partitioning, in our system
> the only big table is the Attachments table, 80G or so , and a year or so
> ago we suffered performance issues with tickets listing/displaying , one of
> the things we did to improve that was to partition the Attachment table by
> range based on id, and once we done that we noticed a massive improvement in
> performance.
> Partitioning will only benefit you if the active set of data is a percentage
> of the table, but with 1.2 million tickets I would have guessed the active
> tickets ?possibly 100000 or so ?; partitioning your
> Tickets/Attachments/Groups may help you.
>
> Have a look at http://dev.mysql.com/doc/refman/5.1/en/partitioning.html
>
>
> Hope it helps;
>
> Regards;
> Roy
>
>
>
>
> ronald.higgins wrote:
>>
>> Greetings fellow list members.
>>
>> I'm hoping some more experienced members might be able to shed some light
>> on
>> some performance issues
>> we have been having with Request Tracker 3.8.7, it really is terribly slow
>> loading anything from the DB side without the Server itself being
>> constrained for resources.
>>
>> The RT instance is running under VMWare VSphere (ESX4.0) with the
>> following
>> resources assigned
>>
>> 8 vCPU's
>> 24GB RAM
>> 500GB disk on SAN (the SAN is idling so it's definately not disk I/O)
>>
>> O.S is Centos 5.4
>>
>> The database itself (ibdata1) is 213GB in size. The database stores a lot
>> of
>> images (faxes) sent from customers,
>> hence the size of the DB. The Tickets table contains about 1.2 million
>> records.
>>
>> Once logged into RT the (RT @ a Glance & queues takes about 10->15 seconds
>> too load.
>> Pages like Configuration loads instantaneously leading me to believe it's
>> anything being queried out of the DB.
>>
>> So any guidance on InnoDB tweaks to try would be appreciated as well.
>>
>> ##################
>> #MySQL related Info#
>> ##################
>>
>>
>> #######################################################################################
>>
>> mysql> show engine innodb status\G;
>> *************************** 1. row ***************************
>> Status:
>> =====================================
>> 100419 11:04:18 INNODB MONITOR OUTPUT
>> =====================================
>> Per second averages calculated from the last 15 seconds
>> ----------
>> SEMAPHORES
>> ----------
>> OS WAIT ARRAY INFO: reservation count 11363775, signal count 4598538
>> Mutex spin waits 0, rounds 1511018468, OS waits 3297606
>> RW-shared spins 12329291, OS waits 6064081; RW-excl spins 7564941, OS
>> waits
>> 1214997
>> ------------
>> TRANSACTIONS
>> ------------
>> Trx id counter 0 1347315994
>> Purge done for trx's n:o < 0 1347314768 undo n:o < 0 0
>> History list length 18
>> Total number of lock structs in row lock hash table 0
>> LIST OF TRANSACTIONS FOR EACH SESSION:
>> ---TRANSACTION 0 0, not started, process no 5371, OS thread id 1183050048
>> MySQL thread id 924, query id 6013662 localhost root
>> show engine innodb status
>> ---TRANSACTION 0 1347315694, not started, process no 5371, OS thread id
>> 1173416256
>> MySQL thread id 923, query id 6012423 localhost rt_user
>> ---TRANSACTION 0 1347315808, not started, process no 5371, OS thread id
>> 1171409216
>> MySQL thread id 921, query id 6013433 localhost rt_user
>> ---TRANSACTION 0 1347315807, not started, process no 5371, OS thread id
>> 1176828224
>> MySQL thread id 920, query id 6013424 localhost rt_user
>> ---TRANSACTION 0 1347314770, not started, process no 5371, OS thread id
>> 1180440896
>> MySQL thread id 919, query id 6008500 localhost rt_user
>> ---TRANSACTION 0 1347315776, not started, process no 5371, OS thread id
>> 1180641600
>> MySQL thread id 918, query id 6013312 localhost rt_user
>> ---TRANSACTION 0 1347315924, not started, process no 5371, OS thread id
>> 1176426816
>> MySQL thread id 917, query id 6013592 localhost rt_user
>> ---TRANSACTION 0 1347315841, not started, process no 5371, OS thread id
>> 1174018368
>> MySQL thread id 916, query id 6013495 localhost rt_user
>> ---TRANSACTION 0 1347315301, not started, process no 5371, OS thread id
>> 1177631040
>> MySQL thread id 914, query id 6008465 localhost rt_user
>> ---TRANSACTION 0 1347315993, not started, process no 5371, OS thread id
>> 1187264832
>> MySQL thread id 913, query id 6013661 localhost rt_user
>> ---TRANSACTION 0 1347315752, not started, process no 5371, OS thread id
>> 1184254272
>> MySQL thread id 840, query id 6013216 localhost rt_user
>> ---TRANSACTION 0 1347315768, not started, process no 5371, OS thread id
>> 1181043008
>> MySQL thread id 834, query id 6013268 localhost rt_user
>> ---TRANSACTION 0 1347315684, not started, process no 5371, OS thread id
>> 1185659200
>> MySQL thread id 830, query id 6012355 localhost rt_user
>> ---TRANSACTION 0 1347315775, not started, process no 5371, OS thread id
>> 1083808064
>> MySQL thread id 813, query id 6013356 localhost rt_user
>> ---TRANSACTION 0 1347315773, not started, process no 5371, OS thread id
>> 1186261312
>> MySQL thread id 811, query id 6013273 localhost rt_user
>> ---TRANSACTION 0 1347315723, not started, process no 5371, OS thread id
>> 1185458496
>> MySQL thread id 807, query id 6013245 localhost rt_user
>> ---TRANSACTION 0 1347314764, not started, process no 5371, OS thread id
>> 1186462016
>> MySQL thread id 806, query id 6008386 localhost rt_user
>> ---TRANSACTION 0 1347315541, not started, process no 5371, OS thread id
>> 1175423296
>> MySQL thread id 802, query id 6013293 localhost rt_user
>> ---TRANSACTION 0 1347315790, not started, process no 5371, OS thread id
>> 1081203008
>> MySQL thread id 754, query id 6013327 localhost rt_user
>> ---TRANSACTION 0 1347315801, ACTIVE 2 sec, process no 5371, OS thread id
>> 1079327040 starting index read, thread declared inside InnoDB 283
>> mysql tables in use 4, locked 0
>> MySQL thread id 841, query id 6013346 localhost rt_user Copying to tmp
>> table
>> SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_2 JOIN
>> Principals
>> Principals_1 ?ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers
>> CachedGroupMembers_3 ?ON ( CachedGroupMembers_3.MemberId = Principals_1.id
>> )
>> WHERE (Principals_1.Disabled = '0') AND (ACL_2.PrincipalId =
>> CachedGroupMembers_3.GroupId) AND (Principals_1.id != '1') AND
>> (ACL_2.PrincipalType = 'Group') AND (Principals_1.PrincipalType = 'User')
>> AND (ACL_2.RightName = 'OwnTicket') AND ((ACL_2.ObjectType = 'RT::Queue')
>> OR
>> (ACL_2.ObjectType = 'RT::System')) ?ORDER BY main.Name ASC
>> Trx read view will not see trx with id >= 0 1347315802, sees < 0
>> 1347315215
>> ---TRANSACTION 0 1347315215, ACTIVE 14 sec, process no 5371, OS thread id
>> 1096284480 starting index read, thread declared inside InnoDB 10
>> mysql tables in use 3, locked 0
>> MySQL thread id 912, query id 6007074 localhost rt_user Copying to tmp
>> table
>> SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users Users_3 JOIN
>> Groups Groups_1 ?ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND (
>> Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) JOIN
>> CachedGroupMembers CachedGroupMembers_2 ?ON (
>> CachedGroupMembers_2.MemberId
>> = Users_3.id ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) ?WHERE
>> (Users_3.id = '1241833') AND (main.Status != 'deleted') AND ( (
>> CachedGroupMembers_2.id IS NOT NULL ) ?AND ?( main.Status = 'new' OR
>> main.Status = 'open' OR main.Status = 'stalled' ) ) AND (main.Type =
>> 'ticket') AND (main.EffectiveId = main.id
>> Trx read view will not see trx with id >= 0 1347315216, sees < 0
>> 1347314360
>> --------
>> FILE I/O
>> --------
>> I/O thread 0 state: waiting for i/o request (insert buffer thread)
>> I/O thread 1 state: waiting for i/o request (log thread)
>> I/O thread 2 state: waiting for i/o request (read thread)
>> I/O thread 3 state: waiting for i/o request (write thread)
>> Pending normal aio reads: 0, aio writes: 0,
>> ?ibuf aio reads: 0, log i/o's: 0, sync i/o's: 0
>> Pending flushes (fsync) log: 0; buffer pool: 0
>> 2769582 OS file reads, 93462 OS file writes, 33046 OS fsyncs
>> 0.07 reads/s, 16384 avg bytes/read, 3.00 writes/s, 1.80 fsyncs/s
>> -------------------------------------
>> INSERT BUFFER AND ADAPTIVE HASH INDEX
>> -------------------------------------
>> Ibuf: size 1, free list len 5, seg size 7,
>> 825 inserts, 825 merged recs, 120 merges
>> Hash table size 17700857, used cells 13967099, node heap has 40615
>> buffer(s)
>> 416299.25 hash searches/s, 127302.78 non-hash searches/s
>> ---
>> LOG
>> ---
>> Log sequence number 60 1215858005
>> Log flushed up to ? 60 1215857995
>> Last checkpoint at ?60 1215430296
>> 0 pending log writes, 0 pending chkp writes
>> 27847 log i/o's done, 1.53 log i/o's/second
>> ----------------------
>> BUFFER POOL AND MEMORY
>> ----------------------
>> Total memory allocated 9551415920; in additional pool allocated 16775936
>> Buffer pool size ? 524288
>> Free buffers ? ? ? 1
>> Database pages ? ? 483672
>> Modified db pages ?108
>> Pending reads 0
>> Pending writes: LRU 0, flush list 0, single page 0
>> Pages read 9488089, created 12107, written 82568
>> 0.07 reads/s, 1.60 creates/s, 1.87 writes/s
>> Buffer pool hit rate 1000 / 1000
>> --------------
>> ROW OPERATIONS
>> --------------
>> 2 queries inside InnoDB, 0 queries in queue
>> 3 read views open inside InnoDB
>> Main thread process no. 5371, id 1170004288, state: sleeping
>> Number of rows inserted 41669, updated 32489, deleted 2390, read
>> 9639755901
>> 4.20 inserts/s, 2.73 updates/s, 0.13 deletes/s, 973193.79 reads/s
>> ----------------------------
>> END OF INNODB MONITOR OUTPUT
>> ============================
>>
>> 1 row in set (0.11 sec)
>>
>> ERROR:
>> No query specified
>>
>>
>> #######################################################################################
>>
>> mysql> show indexes from Tickets;
>>
>> +---------+------------+----------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
>> | Table ? | Non_unique | Key_name | Seq_in_index | Column_name | Collation
>> |
>> Cardinality | Sub_part | Packed | Null | Index_type | Comment |
>>
>> +---------+------------+----------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
>> | Tickets | ? ? ? ? ?0 | PRIMARY ?| ? ? ? ? ? ?1 | id ? ? ? ? ?| A
>> |
>> 1339471 | ? ? NULL | NULL ? | ? ? ?| BTREE ? ? ?| ? ? ? ? |
>> | Tickets | ? ? ? ? ?1 | Tickets1 | ? ? ? ? ? ?1 | Queue ? ? ? | A
>> |
>> 18 | ? ? NULL | NULL ? | ? ? ?| BTREE ? ? ?| ? ? ? ? |
>> | Tickets | ? ? ? ? ?1 | Tickets1 | ? ? ? ? ? ?2 | Status ? ? ?| A
>> |
>> 18 | ? ? NULL | NULL ? | YES ?| BTREE ? ? ?| ? ? ? ? |
>> | Tickets | ? ? ? ? ?1 | Tickets2 | ? ? ? ? ? ?1 | Owner ? ? ? | A
>> |
>> 18 | ? ? NULL | NULL ? | ? ? ?| BTREE ? ? ?| ? ? ? ? |
>> | Tickets | ? ? ? ? ?1 | Tickets6 | ? ? ? ? ? ?1 | EffectiveId | A
>> |
>> 1339471 | ? ? NULL | NULL ? | ? ? ?| BTREE ? ? ?| ? ? ? ? |
>> | Tickets | ? ? ? ? ?1 | Tickets6 | ? ? ? ? ? ?2 | Type ? ? ? ?| A
>> |
>> 1339471 | ? ? NULL | NULL ? | YES ?| BTREE ? ? ?| ? ? ? ? |
>>
>> +---------+------------+----------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
>>
>>
>> And some sample queries out of the mysqld-slow log:
>>
>> # Query_time: 38 ?Lock_time: 0 ?Rows_sent: 10 ?Rows_examined: 1570956
>> SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users Users_3 JOIN
>> Groups Groups_1 ?ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND (
>> Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) JOIN
>> CachedGroupMembers CachedGroupMembers_2 ?ON (
>> CachedGroupMembers_2.MemberId
>> = Users_3.id ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) ?WHERE
>> (Users_3.id = '1241833') AND (main.Status != 'deleted') AND ( (
>> CachedGroupMembers_2.id IS NOT NULL ) ?AND ?( main.Status = 'new' OR
>> main.Status = 'open' OR main.Status = 'stalled' ) ) AND (main.Type =
>> 'ticket') AND (main.EffectiveId = main.id) ?ORDER BY main.Priority DESC
>> LIMIT 10;
>> # Time: 100419 11:06:04
>> # User at Host: rt_user[rt_user] @ localhost []
>> # Query_time: 10 ?Lock_time: 0 ?Rows_sent: 10 ?Rows_examined: 839782
>> SELECT main.* FROM Tickets main ?WHERE (main.Status != 'deleted') AND
>> (main.Owner = '10' AND ?( main.Status = 'new' OR main.Status = 'open' ) )
>> AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) ?ORDER BY
>> main.Created DESC ?LIMIT 10;
>> # Time: 100419 11:06:05
>> # User at Host: rt_user[rt_user] @ localhost []
>> # Query_time: 9 ?Lock_time: 0 ?Rows_sent: 1 ?Rows_examined: 839772
>> SELECT count(main.id) FROM Tickets main ?WHERE (main.Status != 'deleted')
>> AND (main.Owner = '10' AND ?( main.Status = 'new' OR main.Status = 'open'
>> )
>> ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id);
>> # User at Host: rt_user[rt_user] @ localhost []
>> # Query_time: 40 ?Lock_time: 0 ?Rows_sent: 10 ?Rows_examined: 1570956
>> SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users Users_3 JOIN
>> Groups Groups_1 ?ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND (
>> Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) JOIN
>> CachedGroupMembers CachedGroupMembers_2 ?ON (
>> CachedGroupMembers_2.MemberId
>> = Users_3.id ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) ?WHERE
>> (Users_3.id = '1241833') AND (main.Status != 'deleted') AND ( (
>> CachedGroupMembers_2.id IS NOT NULL ) ?AND ?( main.Status = 'new' OR
>> main.Status = 'open' OR main.Status = 'stalled' ) ) AND (main.Type =
>> 'ticket') AND (main.EffectiveId = main.id) ?ORDER BY main.Priority DESC
>> LIMIT 10;
>> # Time: 100419 11:06:06
>>
>>
>> #######################################################################################
>>
>> #########
>> #System#
>> #########
>>
>> On the O.S side everything looks good, O.S is nippy:
>>
>> mpstat -P ALL
>> Linux 2.6.18-164.15.1.el5 04/19/2010
>>
>> 11:09:59 AM ?CPU ? %user ? %nice ? ?%sys %iowait ? ?%irq ? %soft ?%steal
>> %idle ? ?intr/s
>> 11:09:59 AM ?all ? ?8.99 ? ?0.01 ? ?1.36 ? ?1.32 ? ?0.06 ? ?0.29 ? ?0.00
>> 87.99 ? ?555.61
>> 11:09:59 AM ? ?0 ? ?8.95 ? ?0.03 ? ?1.64 ? ?4.62 ? ?0.05 ? ?0.23 ? ?0.00
>> 84.48 ? ?138.93
>> 11:09:59 AM ? ?1 ? ?8.89 ? ?0.00 ? ?1.07 ? ?0.50 ? ?0.00 ? ?0.02 ? ?0.00
>> 89.50 ? ? ?0.00
>> 11:09:59 AM ? ?2 ? ?8.88 ? ?0.00 ? ?1.06 ? ?0.35 ? ?0.00 ? ?0.02 ? ?0.00
>> 89.69 ? ? ?0.00
>> 11:09:59 AM ? ?3 ? ?9.01 ? ?0.00 ? ?1.06 ? ?0.19 ? ?0.00 ? ?0.02 ? ?0.00
>> 89.72 ? ? ?0.00
>> 11:09:59 AM ? ?4 ? ?9.62 ? ?0.01 ? ?1.17 ? ?0.33 ? ?0.00 ? ?0.02 ? ?0.00
>> 88.85 ? ? ?0.00
>> 11:09:59 AM ? ?5 ? ?9.25 ? ?0.00 ? ?1.08 ? ?0.33 ? ?0.00 ? ?0.02 ? ?0.00
>> 89.31 ? ? ?2.33
>> 11:09:59 AM ? ?6 ? ?9.00 ? ?0.01 ? ?2.07 ? ?3.51 ? ?0.07 ? ?0.15 ? ?0.00
>> 85.19 ? ? 22.36
>> 11:09:59 AM ? ?7 ? ?8.28 ? ?0.00 ? ?1.73 ? ?0.70 ? ?0.32 ? ?1.79 ? ?0.00
>> 87.18 ? ?391.98
>>
>>
>> iostat -x 10
>>
>> avg-cpu: ?%user ? %nice %system %iowait ?%steal ? %idle
>> ? ? ? ? ?74.12 ? ?0.00 ? ?4.54 ? ?0.03 ? ?0.00 ? 21.32
>>
>> Device: ? ? ? ? rrqm/s ? wrqm/s ? r/s ? w/s ? rsec/s ? wsec/s avgrq-sz
>> avgqu-sz ? await ?svctm ?%util
>> sda ? ? ? ? ? ? ? 0.00 ? 249.85 ?1.10 47.75 ? ? 8.79 ?2381.62 ? ?48.93
>> 0.27 ? ?5.58 ? 1.06 ? 5.19
>> sda1 ? ? ? ? ? ? ?0.00 ? ? 0.00 ?0.00 ?0.00 ? ? 0.00 ? ? 0.00 ? ? 0.00
>> 0.00 ? ?0.00 ? 0.00 ? 0.00
>> sda2 ? ? ? ? ? ? ?0.00 ? 249.85 ?1.10 47.75 ? ? 8.79 ?2381.62 ? ?48.93
>> 0.27 ? ?5.58 ? 1.06 ? 5.19
>>
>> Best Regards
>>
>> Ronald Higgins
>> --
>> View this message in context:
>> http://old.nabble.com/WebRT-3.8.7-Slow-Performance-tp28287648p28287648.html
>> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>


From torsten.brumm at googlemail.com  Mon Apr 19 08:49:15 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Mon, 19 Apr 2010 14:49:15 +0200
Subject: [rt-users] WebRT 3.8.7 Slow Performance
In-Reply-To: <4BCC4A2D.8020901@vialtus.com>
References: <28287648.post@talk.nabble.com> <4BCC4A2D.8020901@vialtus.com>
Message-ID: <j2vbdbd084b1004190549n7b70f5d6k9a199badcb39c265@mail.gmail.com>

Hi Raed,
do you have some more details about your setup with partitioning of your
mysql installation?

>From which table size it makes sense?


Torsten

2010/4/19 Raed El-Hames <rfh at vialtus.com>

> Ronald;
>
> I don't think you stated what version of mysql you are using?
> If its less than version 5 then I would recommend upgrading , as far as I
> know more recent versions of mysql have better query optimisers.
> Once you are on version 5.x have a look at table partitioning, in our
> system the only big table is the Attachments table, 80G or so , and a year
> or so ago we suffered performance issues with tickets listing/displaying ,
> one of the things we did to improve that was to partition the Attachment
> table by range based on id, and once we done that we noticed a massive
> improvement in performance.
> Partitioning will only benefit you if the active set of data is a
> percentage of the table, but with 1.2 million tickets I would have guessed
> the active tickets  possibly 100000 or so ?; partitioning your
> Tickets/Attachments/Groups may help you.
>
> Have a look at http://dev.mysql.com/doc/refman/5.1/en/partitioning.html
>
>
> Hope it helps;
>
> Regards;
> Roy
>
>
>
>
>
> ronald.higgins wrote:
>
>> Greetings fellow list members.
>>
>> I'm hoping some more experienced members might be able to shed some light
>> on
>> some performance issues
>> we have been having with Request Tracker 3.8.7, it really is terribly slow
>> loading anything from the DB side without the Server itself being
>> constrained for resources.
>>
>> The RT instance is running under VMWare VSphere (ESX4.0) with the
>> following
>> resources assigned
>>
>> 8 vCPU's
>> 24GB RAM
>> 500GB disk on SAN (the SAN is idling so it's definately not disk I/O)
>>
>> O.S is Centos 5.4
>>
>> The database itself (ibdata1) is 213GB in size. The database stores a lot
>> of
>> images (faxes) sent from customers,
>> hence the size of the DB. The Tickets table contains about 1.2 million
>> records.
>>
>> Once logged into RT the (RT @ a Glance & queues takes about 10->15 seconds
>> too load.
>> Pages like Configuration loads instantaneously leading me to believe it's
>> anything being queried out of the DB.
>>
>> So any guidance on InnoDB tweaks to try would be appreciated as well.
>>
>> ##################
>> #MySQL related Info#
>> ##################
>>
>>
>> #######################################################################################
>>
>> mysql> show engine innodb status\G;
>> *************************** 1. row ***************************
>> Status:
>> =====================================
>> 100419 11:04:18 INNODB MONITOR OUTPUT
>> =====================================
>> Per second averages calculated from the last 15 seconds
>> ----------
>> SEMAPHORES
>> ----------
>> OS WAIT ARRAY INFO: reservation count 11363775, signal count 4598538
>> Mutex spin waits 0, rounds 1511018468, OS waits 3297606
>> RW-shared spins 12329291, OS waits 6064081; RW-excl spins 7564941, OS
>> waits
>> 1214997
>> ------------
>> TRANSACTIONS
>> ------------
>> Trx id counter 0 1347315994
>> Purge done for trx's n:o < 0 1347314768 undo n:o < 0 0
>> History list length 18
>> Total number of lock structs in row lock hash table 0
>> LIST OF TRANSACTIONS FOR EACH SESSION:
>> ---TRANSACTION 0 0, not started, process no 5371, OS thread id 1183050048
>> MySQL thread id 924, query id 6013662 localhost root
>> show engine innodb status
>> ---TRANSACTION 0 1347315694, not started, process no 5371, OS thread id
>> 1173416256
>> MySQL thread id 923, query id 6012423 localhost rt_user
>> ---TRANSACTION 0 1347315808, not started, process no 5371, OS thread id
>> 1171409216
>> MySQL thread id 921, query id 6013433 localhost rt_user
>> ---TRANSACTION 0 1347315807, not started, process no 5371, OS thread id
>> 1176828224
>> MySQL thread id 920, query id 6013424 localhost rt_user
>> ---TRANSACTION 0 1347314770, not started, process no 5371, OS thread id
>> 1180440896
>> MySQL thread id 919, query id 6008500 localhost rt_user
>> ---TRANSACTION 0 1347315776, not started, process no 5371, OS thread id
>> 1180641600
>> MySQL thread id 918, query id 6013312 localhost rt_user
>> ---TRANSACTION 0 1347315924, not started, process no 5371, OS thread id
>> 1176426816
>> MySQL thread id 917, query id 6013592 localhost rt_user
>> ---TRANSACTION 0 1347315841, not started, process no 5371, OS thread id
>> 1174018368
>> MySQL thread id 916, query id 6013495 localhost rt_user
>> ---TRANSACTION 0 1347315301, not started, process no 5371, OS thread id
>> 1177631040
>> MySQL thread id 914, query id 6008465 localhost rt_user
>> ---TRANSACTION 0 1347315993, not started, process no 5371, OS thread id
>> 1187264832
>> MySQL thread id 913, query id 6013661 localhost rt_user
>> ---TRANSACTION 0 1347315752, not started, process no 5371, OS thread id
>> 1184254272
>> MySQL thread id 840, query id 6013216 localhost rt_user
>> ---TRANSACTION 0 1347315768, not started, process no 5371, OS thread id
>> 1181043008
>> MySQL thread id 834, query id 6013268 localhost rt_user
>> ---TRANSACTION 0 1347315684, not started, process no 5371, OS thread id
>> 1185659200
>> MySQL thread id 830, query id 6012355 localhost rt_user
>> ---TRANSACTION 0 1347315775, not started, process no 5371, OS thread id
>> 1083808064
>> MySQL thread id 813, query id 6013356 localhost rt_user
>> ---TRANSACTION 0 1347315773, not started, process no 5371, OS thread id
>> 1186261312
>> MySQL thread id 811, query id 6013273 localhost rt_user
>> ---TRANSACTION 0 1347315723, not started, process no 5371, OS thread id
>> 1185458496
>> MySQL thread id 807, query id 6013245 localhost rt_user
>> ---TRANSACTION 0 1347314764, not started, process no 5371, OS thread id
>> 1186462016
>> MySQL thread id 806, query id 6008386 localhost rt_user
>> ---TRANSACTION 0 1347315541, not started, process no 5371, OS thread id
>> 1175423296
>> MySQL thread id 802, query id 6013293 localhost rt_user
>> ---TRANSACTION 0 1347315790, not started, process no 5371, OS thread id
>> 1081203008
>> MySQL thread id 754, query id 6013327 localhost rt_user
>> ---TRANSACTION 0 1347315801, ACTIVE 2 sec, process no 5371, OS thread id
>> 1079327040 starting index read, thread declared inside InnoDB 283
>> mysql tables in use 4, locked 0
>> MySQL thread id 841, query id 6013346 localhost rt_user Copying to tmp
>> table
>> SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_2 JOIN
>> Principals
>> Principals_1  ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers
>> CachedGroupMembers_3  ON ( CachedGroupMembers_3.MemberId = Principals_1.id
>> )
>> WHERE (Principals_1.Disabled = '0') AND (ACL_2.PrincipalId =
>> CachedGroupMembers_3.GroupId) AND (Principals_1.id != '1') AND
>> (ACL_2.PrincipalType = 'Group') AND (Principals_1.PrincipalType = 'User')
>> AND (ACL_2.RightName = 'OwnTicket') AND ((ACL_2.ObjectType = 'RT::Queue')
>> OR
>> (ACL_2.ObjectType = 'RT::System'))  ORDER BY main.Name ASC
>> Trx read view will not see trx with id >= 0 1347315802, sees < 0
>> 1347315215
>> ---TRANSACTION 0 1347315215, ACTIVE 14 sec, process no 5371, OS thread id
>> 1096284480 starting index read, thread declared inside InnoDB 10
>> mysql tables in use 3, locked 0
>> MySQL thread id 912, query id 6007074 localhost rt_user Copying to tmp
>> table
>> SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users Users_3 JOIN
>> Groups Groups_1  ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND (
>> Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) JOIN
>> CachedGroupMembers CachedGroupMembers_2  ON (
>> CachedGroupMembers_2.MemberId
>> = Users_3.id ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id )  WHERE
>> (Users_3.id = '1241833') AND (main.Status != 'deleted') AND ( (
>> CachedGroupMembers_2.id IS NOT NULL )  AND  ( main.Status = 'new' OR
>> main.Status = 'open' OR main.Status = 'stalled' ) ) AND (main.Type =
>> 'ticket') AND (main.EffectiveId = main.id
>> Trx read view will not see trx with id >= 0 1347315216, sees < 0
>> 1347314360
>> --------
>> FILE I/O
>> --------
>> I/O thread 0 state: waiting for i/o request (insert buffer thread)
>> I/O thread 1 state: waiting for i/o request (log thread)
>> I/O thread 2 state: waiting for i/o request (read thread)
>> I/O thread 3 state: waiting for i/o request (write thread)
>> Pending normal aio reads: 0, aio writes: 0,
>>  ibuf aio reads: 0, log i/o's: 0, sync i/o's: 0
>> Pending flushes (fsync) log: 0; buffer pool: 0
>> 2769582 OS file reads, 93462 OS file writes, 33046 OS fsyncs
>> 0.07 reads/s, 16384 avg bytes/read, 3.00 writes/s, 1.80 fsyncs/s
>> -------------------------------------
>> INSERT BUFFER AND ADAPTIVE HASH INDEX
>> -------------------------------------
>> Ibuf: size 1, free list len 5, seg size 7,
>> 825 inserts, 825 merged recs, 120 merges
>> Hash table size 17700857, used cells 13967099, node heap has 40615
>> buffer(s)
>> 416299.25 hash searches/s, 127302.78 non-hash searches/s
>> ---
>> LOG
>> ---
>> Log sequence number 60 1215858005
>> Log flushed up to   60 1215857995
>> Last checkpoint at  60 1215430296
>> 0 pending log writes, 0 pending chkp writes
>> 27847 log i/o's done, 1.53 log i/o's/second
>> ----------------------
>> BUFFER POOL AND MEMORY
>> ----------------------
>> Total memory allocated 9551415920; in additional pool allocated 16775936
>> Buffer pool size   524288
>> Free buffers       1
>> Database pages     483672
>> Modified db pages  108
>> Pending reads 0
>> Pending writes: LRU 0, flush list 0, single page 0
>> Pages read 9488089, created 12107, written 82568
>> 0.07 reads/s, 1.60 creates/s, 1.87 writes/s
>> Buffer pool hit rate 1000 / 1000
>> --------------
>> ROW OPERATIONS
>> --------------
>> 2 queries inside InnoDB, 0 queries in queue
>> 3 read views open inside InnoDB
>> Main thread process no. 5371, id 1170004288, state: sleeping
>> Number of rows inserted 41669, updated 32489, deleted 2390, read
>> 9639755901
>> 4.20 inserts/s, 2.73 updates/s, 0.13 deletes/s, 973193.79 reads/s
>> ----------------------------
>> END OF INNODB MONITOR OUTPUT
>> ============================
>>
>> 1 row in set (0.11 sec)
>>
>> ERROR:
>> No query specified
>>
>>
>> #######################################################################################
>>
>> mysql> show indexes from Tickets;
>>
>> +---------+------------+----------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
>> | Table   | Non_unique | Key_name | Seq_in_index | Column_name | Collation
>> |
>> Cardinality | Sub_part | Packed | Null | Index_type | Comment |
>>
>> +---------+------------+----------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
>> | Tickets |          0 | PRIMARY  |            1 | id          | A
>> |
>> 1339471 |     NULL | NULL   |      | BTREE      |         |
>> | Tickets |          1 | Tickets1 |            1 | Queue       | A
>> |
>> 18 |     NULL | NULL   |      | BTREE      |         |
>> | Tickets |          1 | Tickets1 |            2 | Status      | A
>> |
>> 18 |     NULL | NULL   | YES  | BTREE      |         |
>> | Tickets |          1 | Tickets2 |            1 | Owner       | A
>> |
>> 18 |     NULL | NULL   |      | BTREE      |         |
>> | Tickets |          1 | Tickets6 |            1 | EffectiveId | A
>> |
>> 1339471 |     NULL | NULL   |      | BTREE      |         |
>> | Tickets |          1 | Tickets6 |            2 | Type        | A
>> |
>> 1339471 |     NULL | NULL   | YES  | BTREE      |         |
>>
>> +---------+------------+----------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
>>
>>
>> And some sample queries out of the mysqld-slow log:
>>
>> # Query_time: 38  Lock_time: 0  Rows_sent: 10  Rows_examined: 1570956
>> SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users Users_3 JOIN
>> Groups Groups_1  ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND (
>> Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) JOIN
>> CachedGroupMembers CachedGroupMembers_2  ON (
>> CachedGroupMembers_2.MemberId
>> = Users_3.id ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id )  WHERE
>> (Users_3.id = '1241833') AND (main.Status != 'deleted') AND ( (
>> CachedGroupMembers_2.id IS NOT NULL )  AND  ( main.Status = 'new' OR
>> main.Status = 'open' OR main.Status = 'stalled' ) ) AND (main.Type =
>> 'ticket') AND (main.EffectiveId = main.id)  ORDER BY main.Priority DESC
>> LIMIT 10;
>> # Time: 100419 11:06:04
>> # User at Host: rt_user[rt_user] @ localhost []
>> # Query_time: 10  Lock_time: 0  Rows_sent: 10  Rows_examined: 839782
>> SELECT main.* FROM Tickets main  WHERE (main.Status != 'deleted') AND
>> (main.Owner = '10' AND  ( main.Status = 'new' OR main.Status = 'open' ) )
>> AND (main.Type = 'ticket') AND (main.EffectiveId = main.id)  ORDER BY
>> main.Created DESC  LIMIT 10;
>> # Time: 100419 11:06:05
>> # User at Host: rt_user[rt_user] @ localhost []
>> # Query_time: 9  Lock_time: 0  Rows_sent: 1  Rows_examined: 839772
>> SELECT count(main.id) FROM Tickets main  WHERE (main.Status != 'deleted')
>> AND (main.Owner = '10' AND  ( main.Status = 'new' OR main.Status = 'open'
>> )
>> ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id);
>> # User at Host: rt_user[rt_user] @ localhost []
>> # Query_time: 40  Lock_time: 0  Rows_sent: 10  Rows_examined: 1570956
>> SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users Users_3 JOIN
>> Groups Groups_1  ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND (
>> Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) JOIN
>> CachedGroupMembers CachedGroupMembers_2  ON (
>> CachedGroupMembers_2.MemberId
>> = Users_3.id ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id )  WHERE
>> (Users_3.id = '1241833') AND (main.Status != 'deleted') AND ( (
>> CachedGroupMembers_2.id IS NOT NULL )  AND  ( main.Status = 'new' OR
>> main.Status = 'open' OR main.Status = 'stalled' ) ) AND (main.Type =
>> 'ticket') AND (main.EffectiveId = main.id)  ORDER BY main.Priority DESC
>> LIMIT 10;
>> # Time: 100419 11:06:06
>>
>>
>> #######################################################################################
>>
>> #########
>> #System#
>> #########
>>
>> On the O.S side everything looks good, O.S is nippy:
>>
>> mpstat -P ALL
>> Linux 2.6.18-164.15.1.el5 04/19/2010
>>
>> 11:09:59 AM  CPU   %user   %nice    %sys %iowait    %irq   %soft  %steal
>> %idle    intr/s
>> 11:09:59 AM  all    8.99    0.01    1.36    1.32    0.06    0.29    0.00
>> 87.99    555.61
>> 11:09:59 AM    0    8.95    0.03    1.64    4.62    0.05    0.23    0.00
>> 84.48    138.93
>> 11:09:59 AM    1    8.89    0.00    1.07    0.50    0.00    0.02    0.00
>> 89.50      0.00
>> 11:09:59 AM    2    8.88    0.00    1.06    0.35    0.00    0.02    0.00
>> 89.69      0.00
>> 11:09:59 AM    3    9.01    0.00    1.06    0.19    0.00    0.02    0.00
>> 89.72      0.00
>> 11:09:59 AM    4    9.62    0.01    1.17    0.33    0.00    0.02    0.00
>> 88.85      0.00
>> 11:09:59 AM    5    9.25    0.00    1.08    0.33    0.00    0.02    0.00
>> 89.31      2.33
>> 11:09:59 AM    6    9.00    0.01    2.07    3.51    0.07    0.15    0.00
>> 85.19     22.36
>> 11:09:59 AM    7    8.28    0.00    1.73    0.70    0.32    1.79    0.00
>> 87.18    391.98
>>
>>
>> iostat -x 10
>>
>> avg-cpu:  %user   %nice %system %iowait  %steal   %idle
>>          74.12    0.00    4.54    0.03    0.00   21.32
>>
>> Device:         rrqm/s   wrqm/s   r/s   w/s   rsec/s   wsec/s avgrq-sz
>> avgqu-sz   await  svctm  %util
>> sda               0.00   249.85  1.10 47.75     8.79  2381.62    48.93
>> 0.27    5.58   1.06   5.19
>> sda1              0.00     0.00  0.00  0.00     0.00     0.00     0.00
>> 0.00    0.00   0.00   0.00
>> sda2              0.00   249.85  1.10 47.75     8.79  2381.62    48.93
>> 0.27    5.58   1.06   5.19
>>
>> Best Regards
>>
>> Ronald Higgins
>> --
>> View this message in context:
>> http://old.nabble.com/WebRT-3.8.7-Slow-Performance-tp28287648p28287648.html
>> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de
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From sergiocharpinel at gmail.com  Mon Apr 19 08:58:09 2010
From: sergiocharpinel at gmail.com (Sergio Charpinel Jr.)
Date: Mon, 19 Apr 2010 09:58:09 -0300
Subject: [rt-users] TransactionBatch - AddCustomFieldValue
In-Reply-To: <v2je9f825501004161123j9de74df8ud3cd7770cce07892@mail.gmail.com>
References: <x2jfca1d54a1004160814kc918e377s7f2c5496a3055992@mail.gmail.com>
	<4BC8818A.5050706@vialtus.com>
	<s2ufca1d54a1004161012i1d3d73afp2599f53976eea598@mail.gmail.com>
	<v2je9f825501004161123j9de74df8ud3cd7770cce07892@mail.gmail.com>
Message-ID: <s2hfca1d54a1004190558mb1e4ec4bzbd7beed43561d43e@mail.gmail.com>

Thanks for your answers.

Actually, I wanna change a custom field based in a change of another one.
So, trying what Raed said, I wrote a Custom Condition to verify if it is a
custom condition change.
But I had the same problem.. When I update via Web interface, the Custom
Field is changed twice, in TransactionCreate, and in Transactionbatch the
scrip is not executed.

Any ideas?

2010/4/16 Kenneth Crocker <kfcrocker at lbl.gov>

> Sergio,
>
> Your scrips have different conditions, so they are completely separate
> transaction. Look at any scrips that are triggered by the status changing to
> "resolved" and see what is happening to the Custom Fields AND check the
> stage to see if it is TransactionBatch. Hope this helps.
>
> Kenn
> LBNL
>
> On Fri, Apr 16, 2010 at 10:12 AM, Sergio Charpinel Jr. <
> sergiocharpinel at gmail.com> wrote:
>
>> Yes, that was happening in TransactionCreate.
>>
>> So, I found people with similar problems that solved this using
>> TransactionBatch, because the scrip is executed later. But, when I change
>> status to resolved, the CustomField does not get changed (in
>> TransactionCreate it was twice).
>> I dont know why this is happening.
>>
>> 2010/4/16 Raed El-Hames <rfh at vialtus.com>
>>
>>  Are you creating the ticket from the web interface and that custom field
>>> exist in the form;
>>> Most likely the script is changing it to the value you want, then its
>>> changing again to the value given in the form while processing the form ??
>>> Is that what is happening??
>>> If its , I would suggest you change your scrip condition to Userdefined
>>> and look for Custom Field create or change
>>> something similar to
>>> http://wiki.bestpractical.com/view/OnCustomFieldValueChange
>>>
>>> Regards;
>>> Roy
>>>
>>>
>>> Sergio Charpinel Jr. wrote:
>>>
>>>> Hi,
>>>>
>>>> I'm trying to change a CustomField value in OnCreate event.
>>>> I cant use TransactionCreate stage, because when I resolve the ticket
>>>> via Web Interface, it changes again my custom field value to what it was.
>>>>
>>>> So, I'm trying to use TransactionBatch stage, but the field is not
>>>> changed. And the script is get executed.
>>>>
>>>> What am I doing wrong??
>>>> Thanks for any help.
>>>>
>>>> --
>>>> Sergio Roberto Charpinel Jr.
>>>>
>>>
>>
>>
>> --
>> Sergio Roberto Charpinel Jr.
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>


-- 
Sergio Roberto Charpinel Jr.
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From rfh at vialtus.com  Mon Apr 19 09:17:35 2010
From: rfh at vialtus.com (Raed El-Hames)
Date: Mon, 19 Apr 2010 14:17:35 +0100
Subject: [rt-users] WebRT 3.8.7 Slow Performance
In-Reply-To: <j2vbdbd084b1004190549n7b70f5d6k9a199badcb39c265@mail.gmail.com>
References: <28287648.post@talk.nabble.com> <4BCC4A2D.8020901@vialtus.com>
	<j2vbdbd084b1004190549n7b70f5d6k9a199badcb39c265@mail.gmail.com>
Message-ID: <4BCC57EF.9080006@vialtus.com>

Torsten;

As per my previous mail the only table we partitioned is the Attachment 
table (80G or so); our partitioning is a Range based on id (I think 
400000 rows partitions). We could have instead done a Range based on 
Created (dates basically).
I am not sure which table size partitioning would improve the 
performance? possibly a mysql guru can give this advice, Obviously the 
sooner you partition the better , because you will need to re-generate 
the table, one thing to bare in mind though partitions can speed your 
selects if the query require values within the defined range, selects 
for values across multiple partitions can carry an overhead. We applied 
it to just the Attachment table because we felt our hardware can cope 
with the system growth with the exception of Attachments, and our 
tickets tend to be small and resolved within a relatively short period.

I do not want to give the wrong advice, I would suggest you read the 
mysql docs and see if it would useful and how for your environment.

Roy

Torsten Brumm wrote:
> Hi Raed,
> do you have some more details about your setup with partitioning of 
> your mysql installation? 
>
> From which table size it makes sense?
>
>
> Torsten
>
> 2010/4/19 Raed El-Hames <rfh at vialtus.com <mailto:rfh at vialtus.com>>
>
>     Ronald;
>
>     I don't think you stated what version of mysql you are using?
>     If its less than version 5 then I would recommend upgrading , as
>     far as I know more recent versions of mysql have better query
>     optimisers.
>     Once you are on version 5.x have a look at table partitioning, in
>     our system the only big table is the Attachments table, 80G or so
>     , and a year or so ago we suffered performance issues with tickets
>     listing/displaying , one of the things we did to improve that was
>     to partition the Attachment table by range based on id, and once
>     we done that we noticed a massive improvement in performance.
>     Partitioning will only benefit you if the active set of data is a
>     percentage of the table, but with 1.2 million tickets I would have
>     guessed the active tickets  possibly 100000 or so ?; partitioning
>     your Tickets/Attachments/Groups may help you.
>
>     Have a look at
>     http://dev.mysql.com/doc/refman/5.1/en/partitioning.html
>
>
>     Hope it helps;
>
>     Regards;
>     Roy
>
>
>
>
>
>     ronald.higgins wrote:
>
>         Greetings fellow list members.
>
>         I'm hoping some more experienced members might be able to shed
>         some light on
>         some performance issues
>         we have been having with Request Tracker 3.8.7, it really is
>         terribly slow
>         loading anything from the DB side without the Server itself being
>         constrained for resources.
>
>         The RT instance is running under VMWare VSphere (ESX4.0) with
>         the following
>         resources assigned
>
>         8 vCPU's
>         24GB RAM
>         500GB disk on SAN (the SAN is idling so it's definately not
>         disk I/O)
>
>         O.S is Centos 5.4
>
>         The database itself (ibdata1) is 213GB in size. The database
>         stores a lot of
>         images (faxes) sent from customers,
>         hence the size of the DB. The Tickets table contains about 1.2
>         million
>         records.
>
>         Once logged into RT the (RT @ a Glance & queues takes about
>         10->15 seconds
>         too load.
>         Pages like Configuration loads instantaneously leading me to
>         believe it's
>         anything being queried out of the DB.
>
>         So any guidance on InnoDB tweaks to try would be appreciated
>         as well.
>
>         ##################
>         #MySQL related Info#
>         ##################
>
>         #######################################################################################
>
>         mysql> show engine innodb status\G;
>         *************************** 1. row ***************************
>         Status:
>         =====================================
>         100419 11:04:18 INNODB MONITOR OUTPUT
>         =====================================
>         Per second averages calculated from the last 15 seconds
>         ----------
>         SEMAPHORES
>         ----------
>         OS WAIT ARRAY INFO: reservation count 11363775, signal count
>         4598538
>         Mutex spin waits 0, rounds 1511018468, OS waits 3297606
>         RW-shared spins 12329291, OS waits 6064081; RW-excl spins
>         7564941, OS waits
>         1214997
>         ------------
>         TRANSACTIONS
>         ------------
>         Trx id counter 0 1347315994
>         Purge done for trx's n:o < 0 1347314768 undo n:o < 0 0
>         History list length 18
>         Total number of lock structs in row lock hash table 0
>         LIST OF TRANSACTIONS FOR EACH SESSION:
>         ---TRANSACTION 0 0, not started, process no 5371, OS thread id
>         1183050048
>         MySQL thread id 924, query id 6013662 localhost root
>         show engine innodb status
>         ---TRANSACTION 0 1347315694, not started, process no 5371, OS
>         thread id
>         1173416256
>         MySQL thread id 923, query id 6012423 localhost rt_user
>         ---TRANSACTION 0 1347315808, not started, process no 5371, OS
>         thread id
>         1171409216
>         MySQL thread id 921, query id 6013433 localhost rt_user
>         ---TRANSACTION 0 1347315807, not started, process no 5371, OS
>         thread id
>         1176828224
>         MySQL thread id 920, query id 6013424 localhost rt_user
>         ---TRANSACTION 0 1347314770, not started, process no 5371, OS
>         thread id
>         1180440896
>         MySQL thread id 919, query id 6008500 localhost rt_user
>         ---TRANSACTION 0 1347315776, not started, process no 5371, OS
>         thread id
>         1180641600
>         MySQL thread id 918, query id 6013312 localhost rt_user
>         ---TRANSACTION 0 1347315924, not started, process no 5371, OS
>         thread id
>         1176426816
>         MySQL thread id 917, query id 6013592 localhost rt_user
>         ---TRANSACTION 0 1347315841, not started, process no 5371, OS
>         thread id
>         1174018368
>         MySQL thread id 916, query id 6013495 localhost rt_user
>         ---TRANSACTION 0 1347315301, not started, process no 5371, OS
>         thread id
>         1177631040
>         MySQL thread id 914, query id 6008465 localhost rt_user
>         ---TRANSACTION 0 1347315993, not started, process no 5371, OS
>         thread id
>         1187264832
>         MySQL thread id 913, query id 6013661 localhost rt_user
>         ---TRANSACTION 0 1347315752, not started, process no 5371, OS
>         thread id
>         1184254272
>         MySQL thread id 840, query id 6013216 localhost rt_user
>         ---TRANSACTION 0 1347315768, not started, process no 5371, OS
>         thread id
>         1181043008
>         MySQL thread id 834, query id 6013268 localhost rt_user
>         ---TRANSACTION 0 1347315684, not started, process no 5371, OS
>         thread id
>         1185659200
>         MySQL thread id 830, query id 6012355 localhost rt_user
>         ---TRANSACTION 0 1347315775, not started, process no 5371, OS
>         thread id
>         1083808064
>         MySQL thread id 813, query id 6013356 localhost rt_user
>         ---TRANSACTION 0 1347315773, not started, process no 5371, OS
>         thread id
>         1186261312
>         MySQL thread id 811, query id 6013273 localhost rt_user
>         ---TRANSACTION 0 1347315723, not started, process no 5371, OS
>         thread id
>         1185458496
>         MySQL thread id 807, query id 6013245 localhost rt_user
>         ---TRANSACTION 0 1347314764, not started, process no 5371, OS
>         thread id
>         1186462016
>         MySQL thread id 806, query id 6008386 localhost rt_user
>         ---TRANSACTION 0 1347315541, not started, process no 5371, OS
>         thread id
>         1175423296
>         MySQL thread id 802, query id 6013293 localhost rt_user
>         ---TRANSACTION 0 1347315790, not started, process no 5371, OS
>         thread id
>         1081203008
>         MySQL thread id 754, query id 6013327 localhost rt_user
>         ---TRANSACTION 0 1347315801, ACTIVE 2 sec, process no 5371, OS
>         thread id
>         1079327040 starting index read, thread declared inside InnoDB 283
>         mysql tables in use 4, locked 0
>         MySQL thread id 841, query id 6013346 localhost rt_user
>         Copying to tmp table
>         SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_2
>         JOIN Principals
>         Principals_1  ON ( Principals_1.id = main.id <http://main.id>
>         ) JOIN CachedGroupMembers
>         CachedGroupMembers_3  ON ( CachedGroupMembers_3.MemberId =
>         Principals_1.id )
>         WHERE (Principals_1.Disabled = '0') AND (ACL_2.PrincipalId =
>         CachedGroupMembers_3.GroupId) AND (Principals_1.id != '1') AND
>         (ACL_2.PrincipalType = 'Group') AND
>         (Principals_1.PrincipalType = 'User')
>         AND (ACL_2.RightName = 'OwnTicket') AND ((ACL_2.ObjectType =
>         'RT::Queue') OR
>         (ACL_2.ObjectType = 'RT::System'))  ORDER BY main.Name ASC
>         Trx read view will not see trx with id >= 0 1347315802, sees <
>         0 1347315215
>         ---TRANSACTION 0 1347315215, ACTIVE 14 sec, process no 5371,
>         OS thread id
>         1096284480 starting index read, thread declared inside InnoDB 10
>         mysql tables in use 3, locked 0
>         MySQL thread id 912, query id 6007074 localhost rt_user
>         Copying to tmp table
>         SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users
>         Users_3 JOIN
>         Groups Groups_1  ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND (
>         Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance =
>         main.id <http://main.id> ) JOIN
>         CachedGroupMembers CachedGroupMembers_2  ON (
>         CachedGroupMembers_2.MemberId
>         = Users_3.id ) AND ( CachedGroupMembers_2.GroupId =
>         Groups_1.id )  WHERE
>         (Users_3.id = '1241833') AND (main.Status != 'deleted') AND ( (
>         CachedGroupMembers_2.id IS NOT NULL )  AND  ( main.Status =
>         'new' OR
>         main.Status = 'open' OR main.Status = 'stalled' ) ) AND
>         (main.Type =
>         'ticket') AND (main.EffectiveId = main.id <http://main.id>
>         Trx read view will not see trx with id >= 0 1347315216, sees <
>         0 1347314360
>         --------
>         FILE I/O
>         --------
>         I/O thread 0 state: waiting for i/o request (insert buffer thread)
>         I/O thread 1 state: waiting for i/o request (log thread)
>         I/O thread 2 state: waiting for i/o request (read thread)
>         I/O thread 3 state: waiting for i/o request (write thread)
>         Pending normal aio reads: 0, aio writes: 0,
>          ibuf aio reads: 0, log i/o's: 0, sync i/o's: 0
>         Pending flushes (fsync) log: 0; buffer pool: 0
>         2769582 OS file reads, 93462 OS file writes, 33046 OS fsyncs
>         0.07 reads/s, 16384 avg bytes/read, 3.00 writes/s, 1.80 fsyncs/s
>         -------------------------------------
>         INSERT BUFFER AND ADAPTIVE HASH INDEX
>         -------------------------------------
>         Ibuf: size 1, free list len 5, seg size 7,
>         825 inserts, 825 merged recs, 120 merges
>         Hash table size 17700857, used cells 13967099, node heap has
>         40615 buffer(s)
>         416299.25 hash searches/s, 127302.78 non-hash searches/s
>         ---
>         LOG
>         ---
>         Log sequence number 60 1215858005
>         Log flushed up to   60 1215857995
>         Last checkpoint at  60 1215430296
>         0 pending log writes, 0 pending chkp writes
>         27847 log i/o's done, 1.53 log i/o's/second
>         ----------------------
>         BUFFER POOL AND MEMORY
>         ----------------------
>         Total memory allocated 9551415920; in additional pool
>         allocated 16775936
>         Buffer pool size   524288
>         Free buffers       1
>         Database pages     483672
>         Modified db pages  108
>         Pending reads 0
>         Pending writes: LRU 0, flush list 0, single page 0
>         Pages read 9488089, created 12107, written 82568
>         0.07 reads/s, 1.60 creates/s, 1.87 writes/s
>         Buffer pool hit rate 1000 / 1000
>         --------------
>         ROW OPERATIONS
>         --------------
>         2 queries inside InnoDB, 0 queries in queue
>         3 read views open inside InnoDB
>         Main thread process no. 5371, id 1170004288, state: sleeping
>         Number of rows inserted 41669, updated 32489, deleted 2390,
>         read 9639755901
>         4.20 inserts/s, 2.73 updates/s, 0.13 deletes/s, 973193.79 reads/s
>         ----------------------------
>         END OF INNODB MONITOR OUTPUT
>         ============================
>
>         1 row in set (0.11 sec)
>
>         ERROR:
>         No query specified
>
>         #######################################################################################
>
>         mysql> show indexes from Tickets;
>         +---------+------------+----------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
>         | Table   | Non_unique | Key_name | Seq_in_index | Column_name
>         | Collation |
>         Cardinality | Sub_part | Packed | Null | Index_type | Comment |
>         +---------+------------+----------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
>         | Tickets |          0 | PRIMARY  |            1 | id        
>          | A         |
>         1339471 |     NULL | NULL   |      | BTREE      |         |
>         | Tickets |          1 | Tickets1 |            1 | Queue      
>         | A         |
>         18 |     NULL | NULL   |      | BTREE      |         |
>         | Tickets |          1 | Tickets1 |            2 | Status    
>          | A         |
>         18 |     NULL | NULL   | YES  | BTREE      |         |
>         | Tickets |          1 | Tickets2 |            1 | Owner      
>         | A         |
>         18 |     NULL | NULL   |      | BTREE      |         |
>         | Tickets |          1 | Tickets6 |            1 | EffectiveId
>         | A         |
>         1339471 |     NULL | NULL   |      | BTREE      |         |
>         | Tickets |          1 | Tickets6 |            2 | Type      
>          | A         |
>         1339471 |     NULL | NULL   | YES  | BTREE      |         |
>         +---------+------------+----------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
>
>
>         And some sample queries out of the mysqld-slow log:
>
>         # Query_time: 38  Lock_time: 0  Rows_sent: 10  Rows_examined:
>         1570956
>         SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users
>         Users_3 JOIN
>         Groups Groups_1  ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND (
>         Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance =
>         main.id <http://main.id> ) JOIN
>         CachedGroupMembers CachedGroupMembers_2  ON (
>         CachedGroupMembers_2.MemberId
>         = Users_3.id ) AND ( CachedGroupMembers_2.GroupId =
>         Groups_1.id )  WHERE
>         (Users_3.id = '1241833') AND (main.Status != 'deleted') AND ( (
>         CachedGroupMembers_2.id IS NOT NULL )  AND  ( main.Status =
>         'new' OR
>         main.Status = 'open' OR main.Status = 'stalled' ) ) AND
>         (main.Type =
>         'ticket') AND (main.EffectiveId = main.id <http://main.id>)
>          ORDER BY main.Priority DESC
>         LIMIT 10;
>         # Time: 100419 11:06:04
>         # User at Host: rt_user[rt_user] @ localhost []
>         # Query_time: 10  Lock_time: 0  Rows_sent: 10  Rows_examined:
>         839782
>         SELECT main.* FROM Tickets main  WHERE (main.Status !=
>         'deleted') AND
>         (main.Owner = '10' AND  ( main.Status = 'new' OR main.Status =
>         'open' ) )
>         AND (main.Type = 'ticket') AND (main.EffectiveId = main.id
>         <http://main.id>)  ORDER BY
>         main.Created DESC  LIMIT 10;
>         # Time: 100419 11:06:05
>         # User at Host: rt_user[rt_user] @ localhost []
>         # Query_time: 9  Lock_time: 0  Rows_sent: 1  Rows_examined: 839772
>         SELECT count(main.id <http://main.id>) FROM Tickets main
>          WHERE (main.Status != 'deleted')
>         AND (main.Owner = '10' AND  ( main.Status = 'new' OR
>         main.Status = 'open' )
>         ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id
>         <http://main.id>);
>         # User at Host: rt_user[rt_user] @ localhost []
>         # Query_time: 40  Lock_time: 0  Rows_sent: 10  Rows_examined:
>         1570956
>         SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users
>         Users_3 JOIN
>         Groups Groups_1  ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND (
>         Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance =
>         main.id <http://main.id> ) JOIN
>         CachedGroupMembers CachedGroupMembers_2  ON (
>         CachedGroupMembers_2.MemberId
>         = Users_3.id ) AND ( CachedGroupMembers_2.GroupId =
>         Groups_1.id )  WHERE
>         (Users_3.id = '1241833') AND (main.Status != 'deleted') AND ( (
>         CachedGroupMembers_2.id IS NOT NULL )  AND  ( main.Status =
>         'new' OR
>         main.Status = 'open' OR main.Status = 'stalled' ) ) AND
>         (main.Type =
>         'ticket') AND (main.EffectiveId = main.id <http://main.id>)
>          ORDER BY main.Priority DESC
>         LIMIT 10;
>         # Time: 100419 11:06:06
>
>         #######################################################################################
>
>         #########
>         #System#
>         #########
>
>         On the O.S side everything looks good, O.S is nippy:
>
>         mpstat -P ALL
>         Linux 2.6.18-164.15.1.el5 04/19/2010
>
>         11:09:59 AM  CPU   %user   %nice    %sys %iowait    %irq  
>         %soft  %steal
>         %idle    intr/s
>         11:09:59 AM  all    8.99    0.01    1.36    1.32    0.06  
>          0.29    0.00
>         87.99    555.61
>         11:09:59 AM    0    8.95    0.03    1.64    4.62    0.05  
>          0.23    0.00
>         84.48    138.93
>         11:09:59 AM    1    8.89    0.00    1.07    0.50    0.00  
>          0.02    0.00
>         89.50      0.00
>         11:09:59 AM    2    8.88    0.00    1.06    0.35    0.00  
>          0.02    0.00
>         89.69      0.00
>         11:09:59 AM    3    9.01    0.00    1.06    0.19    0.00  
>          0.02    0.00
>         89.72      0.00
>         11:09:59 AM    4    9.62    0.01    1.17    0.33    0.00  
>          0.02    0.00
>         88.85      0.00
>         11:09:59 AM    5    9.25    0.00    1.08    0.33    0.00  
>          0.02    0.00
>         89.31      2.33
>         11:09:59 AM    6    9.00    0.01    2.07    3.51    0.07  
>          0.15    0.00
>         85.19     22.36
>         11:09:59 AM    7    8.28    0.00    1.73    0.70    0.32  
>          1.79    0.00
>         87.18    391.98
>
>
>         iostat -x 10
>
>         avg-cpu:  %user   %nice %system %iowait  %steal   %idle
>                  74.12    0.00    4.54    0.03    0.00   21.32
>
>         Device:         rrqm/s   wrqm/s   r/s   w/s   rsec/s   wsec/s
>         avgrq-sz
>         avgqu-sz   await  svctm  %util
>         sda               0.00   249.85  1.10 47.75     8.79  2381.62
>            48.93
>         0.27    5.58   1.06   5.19
>         sda1              0.00     0.00  0.00  0.00     0.00     0.00
>             0.00
>         0.00    0.00   0.00   0.00
>         sda2              0.00   249.85  1.10 47.75     8.79  2381.62
>            48.93
>         0.27    5.58   1.06   5.19
>
>         Best Regards
>
>         Ronald Higgins
>         --
>         View this message in context:
>         http://old.nabble.com/WebRT-3.8.7-Slow-Performance-tp28287648p28287648.html
>         Sent from the Request Tracker - User mailing list archive at
>         Nabble.com.
>
>
>         Discover RT's hidden secrets with RT Essentials from O'Reilly
>         Media.
>         Buy a copy at http://rtbook.bestpractical.com
>          
>
>
>     Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>     Buy a copy at http://rtbook.bestpractical.com
>
>
>
>
> -- 
> MFG
>
> Torsten Brumm
>
> http://www.brumm.me
> http://www.elektrofeld.de


From rfh at vialtus.com  Mon Apr 19 09:21:48 2010
From: rfh at vialtus.com (Raed El-Hames)
Date: Mon, 19 Apr 2010 14:21:48 +0100
Subject: [rt-users] TransactionBatch - AddCustomFieldValue
In-Reply-To: <s2hfca1d54a1004190558mb1e4ec4bzbd7beed43561d43e@mail.gmail.com>
References: <x2jfca1d54a1004160814kc918e377s7f2c5496a3055992@mail.gmail.com>	<4BC8818A.5050706@vialtus.com>	<s2ufca1d54a1004161012i1d3d73afp2599f53976eea598@mail.gmail.com>	<v2je9f825501004161123j9de74df8ud3cd7770cce07892@mail.gmail.com>
	<s2hfca1d54a1004190558mb1e4ec4bzbd7beed43561d43e@mail.gmail.com>
Message-ID: <4BCC58EC.3030000@vialtus.com>


Sergio Charpinel Jr. wrote:
> Thanks for your answers. 
>
> Actually, I wanna change a custom field based in a change of another 
> one. So, trying what Raed said, I wrote a Custom Condition to verify 
> if it is a custom condition change.
> But I had the same problem.. When I update via Web interface, the 
> Custom Field is changed twice, in TransactionCreate, and in 
> Transactionbatch the scrip is not executed.
>
Do you know why the (Transactionbatch) scrip is not executed ?? is there 
any perl errors ? have you checked the logs

Roy


> Any ideas?
>




From ipellew at yahoo.com  Mon Apr 19 09:32:13 2010
From: ipellew at yahoo.com (Ian Pellew)
Date: Mon, 19 Apr 2010 06:32:13 -0700 (PDT)
Subject: [rt-users] Installing: "make fixdeps" can't find
	Calendar::Simple
Message-ID: <485074.64642.qm@web38905.mail.mud.yahoo.com>

I've been building RT 387 of late and use cpans Bundle::RT install using cpan.
All this comes down and istalls OK (takes ages), but for the libgd library.
To get round that problem I use the ./configure of:-
./configure? --prefix=/usr/local/Rt/rt-3.8.7??? \
????? --disable-graphviz??? \
????? --disable-gd? \
????? --with-web-handler=modperl2?? \

I have built RT into Sun's VirtualBox guesting FreeBSD_8, not that that should make any difference.

Try Cpan, that got me over several problems I was having with the RT installing procedure(s).
Then your problems re-appear when setting up apache - yet another hurdle.
The internet is full of RT's this un that and all are old and almost useless for todays procedures.

.



      


From ipellew at yahoo.com  Mon Apr 19 09:32:14 2010
From: ipellew at yahoo.com (Ian Pellew)
Date: Mon, 19 Apr 2010 06:32:14 -0700 (PDT)
Subject: [rt-users] Installing: "make fixdeps" can't find
	Calendar::Simple
Message-ID: <253879.89068.qm@web38901.mail.mud.yahoo.com>

I've been building RT 387 of late and use cpans Bundle::RT install using cpan.
All this comes down and istalls OK (takes ages), but for the libgd library.
To get round that problem I use the ./configure of:-
./configure? --prefix=/usr/local/Rt/rt-3.8.7??? \
????? --disable-graphviz??? \
????? --disable-gd? \
????? --with-web-handler=modperl2?? \

I have built RT into Sun's VirtualBox guesting FreeBSD_8, not that that should make any difference.

Try Cpan, that got me over several problems I was having with the RT installing procedure(s).
Then your problems re-appear when setting up apache - yet another hurdle.
The internet is full of RT's this un that and all are old and almost useless for todays procedures.

.



      


From ipellew at yahoo.com  Mon Apr 19 10:58:14 2010
From: ipellew at yahoo.com (Ian Pellew)
Date: Mon, 19 Apr 2010 07:58:14 -0700 (PDT)
Subject: [rt-users] at_123 configure Makefile no good
Message-ID: <974631.11843.qm@web38908.mail.mud.yahoo.com>

The Asset Tracker 123 
./configure --prefix=/usr/local/at-1.2.3
does NOT create a good Makefile.

The prefix is corrupt as I get:-
sudo make
Password:
mkdir -p //opt/rt3/local/etc/AssetTracker/
cp etc/AssetTracker/AT_Config.pm //opt/rt3/local/etc/AssetTracker/AT_Config.pm
[ -f //opt/rt3/local/etc/AssetTracker/AT_SiteConfig.pm ] || cp etc/AssetTracker/AT_SiteConfig.pm //opt/rt3/local/etc/AssetTracker/AT_SiteConfig.pm
chgrp rt //opt/rt3/local/etc/AssetTracker/AT_Config.pm
chgrp: rt: Invalid argument
*** Error code 1
Stop in /usr/home/rt_dev/Rt/at-1.2.3.


RT 387 running OK inf FreeBSD_8.

Had a quick look round and changing Makefile to reflect the correct PREFIX, but?just makes things worse.

.


      


From ipellew at yahoo.com  Mon Apr 19 10:58:15 2010
From: ipellew at yahoo.com (Ian Pellew)
Date: Mon, 19 Apr 2010 07:58:15 -0700 (PDT)
Subject: [rt-users] at_123 configure Makefile no good
Message-ID: <819626.39274.qm@web38907.mail.mud.yahoo.com>

The Asset Tracker 123 
./configure --prefix=/usr/local/at-1.2.3
does NOT create a good Makefile.

The prefix is corrupt as I get:-
sudo make
Password:
mkdir -p //opt/rt3/local/etc/AssetTracker/
cp etc/AssetTracker/AT_Config.pm //opt/rt3/local/etc/AssetTracker/AT_Config.pm
[ -f //opt/rt3/local/etc/AssetTracker/AT_SiteConfig.pm ] || cp etc/AssetTracker/AT_SiteConfig.pm //opt/rt3/local/etc/AssetTracker/AT_SiteConfig.pm
chgrp rt //opt/rt3/local/etc/AssetTracker/AT_Config.pm
chgrp: rt: Invalid argument
*** Error code 1
Stop in /usr/home/rt_dev/Rt/at-1.2.3.


RT 387 running OK inf FreeBSD_8.

Had a quick look round and changing Makefile to reflect the correct PREFIX, but?just makes things worse.

.


      


From torsten.brumm at Kuehne-Nagel.com  Mon Apr 19 11:01:39 2010
From: torsten.brumm at Kuehne-Nagel.com (Brumm,
	Torsten / Kuehne + Nagel / Ham MI-ID)
Date: Mon, 19 Apr 2010 17:01:39 +0200
Subject: [rt-users] at_123 configure Makefile no good
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F9371A@w3hamboex11.ger.win.int.kn>

Hi, try out the new at 1.24b1 from google code!

Torsten

----- Originalnachricht -----

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



Von: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
An: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
Gesendet: Mon Apr 19 16:58:15 2010
Betreff: [rt-users] at_123 configure Makefile no good

The Asset Tracker 123 
./configure --prefix=/usr/local/at-1.2.3
does NOT create a good Makefile.

The prefix is corrupt as I get:-
sudo make
Password:
mkdir -p //opt/rt3/local/etc/AssetTracker/
cp etc/AssetTracker/AT_Config.pm //opt/rt3/local/etc/AssetTracker/AT_Config.pm
[ -f //opt/rt3/local/etc/AssetTracker/AT_SiteConfig.pm ] || cp etc/AssetTracker/AT_SiteConfig.pm //opt/rt3/local/etc/AssetTracker/AT_SiteConfig.pm
chgrp rt //opt/rt3/local/etc/AssetTracker/AT_Config.pm
chgrp: rt: Invalid argument
*** Error code 1
Stop in /usr/home/rt_dev/Rt/at-1.2.3.


RT 387 running OK inf FreeBSD_8.

Had a quick look round and changing Makefile to reflect the correct PREFIX, but just makes things worse.

.


      

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 ipellew at yahoo.com  Mon Apr 19 11:54:43 2010
From: ipellew at yahoo.com (Ian Pellew)
Date: Mon, 19 Apr 2010 08:54:43 -0700 (PDT)
Subject: [rt-users] at_123 configure Makefile no good
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394F9371A@w3hamboex11.ger.win.int.kn>
References: <16426EA38D57E74CB1DE5A6AE1DB0394F9371A@w3hamboex11.ger.win.int.kn>
Message-ID: <312797.46910.qm@web38902.mail.mud.yahoo.com>

This looks like that often seen at the rear of a cow!
The install has "dropdb" in it!
Ummm - a naming problem !

Now - where 1.24b1 downloadable from ?

Still getting horrible make install errors.

I ONLY have the latest RTFM on top of RT387 though.

Ian




________________________________
From: "Brumm, Torsten / Kuehne + Nagel / Ham MI-ID" <torsten.brumm at Kuehne-Nagel.com>
To: ipellew at yahoo.com; rt-users at lists.bestpractical.com
Sent: Mon, 19 April, 2010 17:01:39
Subject: AW: [rt-users] at_123 configure Makefile no good


Hi, try out the new at 1.24b1 from google code!

Torsten

----- Originalnachricht -----
Von: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
An: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
Gesendet: Mon Apr 19 16:58:15 2010
Betreff: [rt-users] at_123 configure Makefile no good

The Asset Tracker 123
./configure --prefix=/usr/local/at-1.2.3
does NOT create a good Makefile.

The prefix is corrupt as I get:-
sudo make
Password:
mkdir -p //opt/rt3/local/etc/AssetTracker/
cp etc/AssetTracker/AT_Config.pm //opt/rt3/local/etc/AssetTracker/AT_Config.pm
[ -f //opt/rt3/local/etc/AssetTracker/AT_SiteConfig.pm ] || cp etc/AssetTracker/AT_SiteConfig.pm //opt/rt3/local/etc/AssetTracker/AT_SiteConfig.pm
chgrp rt //opt/rt3/local/etc/AssetTracker/AT_Config.pm
chgrp: rt: Invalid argument
*** Error code 1
Stop in /usr/home/rt_dev/Rt/at-1.2.3.


RT 387 running OK inf FreeBSD_8.

Had a quick look round and changing Makefile to reflect the correct PREFIX, but just makes things worse.

.


?????

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


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



      
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From torsten.brumm at Kuehne-Nagel.com  Mon Apr 19 11:56:55 2010
From: torsten.brumm at Kuehne-Nagel.com (Brumm,
	Torsten / Kuehne + Nagel / Ham MI-ID)
Date: Mon, 19 Apr 2010 17:56:55 +0200
Subject: [rt-users] at_123 configure Makefile no good
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F9371E@w3hamboex11.ger.win.int.kn>

Search for asset tracker4rt inside google!

The you grab lastest!

Torsten

________________________________

Von: Ian Pellew <ipellew at yahoo.com> 
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID 
Cc: RT List <rt-users at lists.bestpractical.com> 
Gesendet: Mon Apr 19 17:54:43 2010
Betreff: Re: AW: [rt-users] at_123 configure Makefile no good 


This looks like that often seen at the rear of a cow!
The install has "dropdb" in it!
Ummm - a naming problem !
 
Now - where 1.24b1 downloadable from ?
 
Still getting horrible make install errors.
 
I ONLY have the latest RTFM on top of RT387 though.
 
Ian
 

________________________________

From: "Brumm, Torsten / Kuehne + Nagel / Ham MI-ID" <torsten.brumm at Kuehne-Nagel.com>
To: ipellew at yahoo.com; rt-users at lists.bestpractical.com
Sent: Mon, 19 April, 2010 17:01:39
Subject: AW: [rt-users] at_123 configure Makefile no good



Hi, try out the new at 1.24b1 from google code!

Torsten

----- Originalnachricht -----
Von: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
An: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
Gesendet: Mon Apr 19 16:58:15 2010
Betreff: [rt-users] at_123 configure Makefile no good

The Asset Tracker 123
./configure --prefix=/usr/local/at-1.2.3
does NOT create a good Makefile.

The prefix is corrupt as I get:-
sudo make
Password:
mkdir -p //opt/rt3/local/etc/AssetTracker/
cp etc/AssetTracker/AT_Config.pm //opt/rt3/local/etc/AssetTracker/AT_Config.pm
[ -f //opt/rt3/local/etc/AssetTracker/AT_SiteConfig.pm ] || cp etc/AssetTracker/AT_SiteConfig.pm //opt/rt3/local/etc/AssetTracker/AT_SiteConfig.pm
chgrp rt //opt/rt3/local/etc/AssetTracker/AT_Config.pm
chgrp: rt: Invalid argument
*** Error code 1
Stop in /usr/home/rt_dev/Rt/at-1.2.3.


RT 387 running OK inf FreeBSD_8.

Had a quick look round and changing Makefile to reflect the correct PREFIX, but just makes things worse.

.


     

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com <http://rtbook.bestpractical.com/> 



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



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From sergiocharpinel at gmail.com  Mon Apr 19 12:54:26 2010
From: sergiocharpinel at gmail.com (Sergio Charpinel Jr.)
Date: Mon, 19 Apr 2010 13:54:26 -0300
Subject: [rt-users] TransactionBatch - AddCustomFieldValue
In-Reply-To: <4BCC58EC.3030000@vialtus.com>
References: <x2jfca1d54a1004160814kc918e377s7f2c5496a3055992@mail.gmail.com>
	<4BC8818A.5050706@vialtus.com>
	<s2ufca1d54a1004161012i1d3d73afp2599f53976eea598@mail.gmail.com>
	<v2je9f825501004161123j9de74df8ud3cd7770cce07892@mail.gmail.com>
	<s2hfca1d54a1004190558mb1e4ec4bzbd7beed43561d43e@mail.gmail.com>
	<4BCC58EC.3030000@vialtus.com>
Message-ID: <q2ifca1d54a1004190954wea5bfd00s1de30c3159f6a66e@mail.gmail.com>

Sorry, It is getting executed, but the custom field is changing twice too.
I need my scrip executing after the custom fields updates. Is this possible?
Or is there another way to do this?

2010/4/19 Raed El-Hames <rfh at vialtus.com>

>
> Sergio Charpinel Jr. wrote:
>
>> Thanks for your answers.
>> Actually, I wanna change a custom field based in a change of another one.
>> So, trying what Raed said, I wrote a Custom Condition to verify if it is a
>> custom condition change.
>> But I had the same problem.. When I update via Web interface, the Custom
>> Field is changed twice, in TransactionCreate, and in Transactionbatch the
>> scrip is not executed.
>>
>>  Do you know why the (Transactionbatch) scrip is not executed ?? is there
> any perl errors ? have you checked the logs
>
> Roy
>
>
>  Any ideas?
>>
>>
>
>


-- 
Sergio Roberto Charpinel Jr.
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From rfh at vialtus.com  Mon Apr 19 13:01:15 2010
From: rfh at vialtus.com (Raed El-Hames)
Date: Mon, 19 Apr 2010 18:01:15 +0100
Subject: [rt-users] TransactionBatch - AddCustomFieldValue
In-Reply-To: <q2ifca1d54a1004190954wea5bfd00s1de30c3159f6a66e@mail.gmail.com>
References: <x2jfca1d54a1004160814kc918e377s7f2c5496a3055992@mail.gmail.com>	
	<4BC8818A.5050706@vialtus.com>	
	<s2ufca1d54a1004161012i1d3d73afp2599f53976eea598@mail.gmail.com>	
	<v2je9f825501004161123j9de74df8ud3cd7770cce07892@mail.gmail.com>	
	<s2hfca1d54a1004190558mb1e4ec4bzbd7beed43561d43e@mail.gmail.com>	
	<4BCC58EC.3030000@vialtus.com>
	<q2ifca1d54a1004190954wea5bfd00s1de30c3159f6a66e@mail.gmail.com>
Message-ID: <4BCC8C5B.2090105@vialtus.com>

Can you send us the scrip so we can look at for you, include your 
condition and action ..
Also can you reiterate what you are trying to achieve , from your 
previous thread it seems to me you want a custom field to always have 
the same value, if this is the case then I would hide it from the form 
to begin with, which would be the easiest way of dealing with this.

Regards;
Roy

 

 



Sergio Charpinel Jr. wrote:
> Sorry, It is getting executed, but the custom field is changing twice too.
> I need my scrip executing after the custom fields updates. Is this 
> possible? Or is there another way to do this?
>
> 2010/4/19 Raed El-Hames <rfh at vialtus.com <mailto:rfh at vialtus.com>>
>
>
>     Sergio Charpinel Jr. wrote:
>
>         Thanks for your answers.
>         Actually, I wanna change a custom field based in a change of
>         another one. So, trying what Raed said, I wrote a Custom
>         Condition to verify if it is a custom condition change.
>         But I had the same problem.. When I update via Web interface,
>         the Custom Field is changed twice, in TransactionCreate, and
>         in Transactionbatch the scrip is not executed.
>
>     Do you know why the (Transactionbatch) scrip is not executed ?? is
>     there any perl errors ? have you checked the logs
>
>     Roy
>
>
>         Any ideas?
>
>
>
>
>
>
> -- 
> Sergio Roberto Charpinel Jr.


From jblaine at kickflop.net  Mon Apr 19 13:12:32 2010
From: jblaine at kickflop.net (Jeff Blaine)
Date: Mon, 19 Apr 2010 13:12:32 -0400
Subject: [rt-users] Setting Priority via Create New Ticket In...
Message-ID: <4BCC8F00.9040606@kickflop.net>

I've searched and found no previous thread on the topic.

Before I start digging around in RT 3.8.7 files...

Priority does not show up in our RT when using 'Create
New Ticket In..." and we'd like it to.  Is something
broken, or is it correct and we'll need to make local
mods?


From javoskam at uwaterloo.ca  Mon Apr 19 13:21:24 2010
From: javoskam at uwaterloo.ca (Jeff Voskamp)
Date: Mon, 19 Apr 2010 13:21:24 -0400
Subject: [rt-users] Setting Priority via Create New Ticket In...
In-Reply-To: <4BCC8F00.9040606@kickflop.net>
References: <4BCC8F00.9040606@kickflop.net>
Message-ID: <4BCC9114.6070006@uwaterloo.ca>

On 04/19/2010 01:12 PM, Jeff Blaine wrote:
> I've searched and found no previous thread on the topic.
>
> Before I start digging around in RT 3.8.7 files...
>
> Priority does not show up in our RT when using 'Create
> New Ticket In..." and we'd like it to.  Is something
> broken, or is it correct and we'll need to make local
> mods?
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
Take a good look for  "Show details" in the upper right of the "Create a 
new ticket" page.

Jeff


From jblaine at kickflop.net  Mon Apr 19 13:28:09 2010
From: jblaine at kickflop.net (Jeff Blaine)
Date: Mon, 19 Apr 2010 13:28:09 -0400
Subject: [rt-users] Setting Priority via Create New Ticket In...
In-Reply-To: <4BCC9114.6070006@uwaterloo.ca>
References: <4BCC8F00.9040606@kickflop.net> <4BCC9114.6070006@uwaterloo.ca>
Message-ID: <4BCC92A9.80403@kickflop.net>

Ahhhh.  Thanks.

On 4/19/2010 1:21 PM, Jeff Voskamp wrote:
> On 04/19/2010 01:12 PM, Jeff Blaine wrote:
>> I've searched and found no previous thread on the topic.
>>
>> Before I start digging around in RT 3.8.7 files...
>>
>> Priority does not show up in our RT when using 'Create
>> New Ticket In..." and we'd like it to. Is something
>> broken, or is it correct and we'll need to make local
>> mods?
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
> Take a good look for "Show details" in the upper right of the "Create a
> new ticket" page.
>
> Jeff
>


From ckacoroski at nsd.org  Mon Apr 19 13:58:55 2010
From: ckacoroski at nsd.org (Ski Kacoroski)
Date: Mon, 19 Apr 2010 10:58:55 -0700
Subject: [rt-users] Large file uploads
Message-ID: <4BCC99DF.8010703@nsd.org>

Hi,

I am hoping to use RT to help manage a printshop, but am having severe 
performance issues when I upload a 76M file.  My hardware has 2 CPUs and 
4GB of ram.  The upload was ok, but when I try to look at the ticket, 
the system just locks up with almost 100% system cpu use and uses up all 
ram and starts in on swap.  Has anyone else used RT with large files 
(100 - 200MB).  Does RT's design allow for this or should I just set up 
links to an FTP site that can be accessed from the RT ticket?

Thanks in advance.

cheers,

ski

-- 
"When we try to pick out anything by itself, we find it
  connected to the entire universe"            John Muir

Chris "Ski" Kacoroski, ckacoroski at nsd.org, 206-501-9803
or ski98033 on most IM services


From torsten.brumm at googlemail.com  Mon Apr 19 14:32:31 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Mon, 19 Apr 2010 20:32:31 +0200
Subject: [rt-users] at_123 configure Makefile no good
In-Reply-To: <312797.46910.qm@web38902.mail.mud.yahoo.com>
References: <16426EA38D57E74CB1DE5A6AE1DB0394F9371A@w3hamboex11.ger.win.int.kn>
	<312797.46910.qm@web38902.mail.mud.yahoo.com>
Message-ID: <l2ibdbd084b1004191132q9b76572az2a539d54551ab498@mail.gmail.com>

Try this one.
http://code.google.com/p/asset-tracker-4rt/

2010/4/19 Ian Pellew <ipellew at yahoo.com>

> This looks like that often seen at the rear of a cow!
> The install has "dropdb" in it!
> Ummm - a naming problem !
>
> Now - where 1.24b1 downloadable from ?
>
> Still getting horrible make install errors.
>
> I ONLY have the latest RTFM on top of RT387 though.
>
> Ian
>
>
>  ------------------------------
> *From:* "Brumm, Torsten / Kuehne + Nagel / Ham MI-ID"
> <torsten.brumm at Kuehne-Nagel.com>
> *To:* ipellew at yahoo.com; rt-users at lists.bestpractical.com
> *Sent:* Mon, 19 April, 2010 17:01:39
> *Subject:* AW: [rt-users] at_123 configure Makefile no good
>
> Hi, try out the new at 1.24b1 from google code!
>
> Torsten
>
> ----- Originalnachricht -----
> Von: rt-users-bounces at lists.bestpractical.com <
> rt-users-bounces at lists.bestpractical.com>
> An: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
> Gesendet: Mon Apr 19 16:58:15 2010
> Betreff: [rt-users] at_123 configure Makefile no good
>
> The Asset Tracker 123
> ./configure --prefix=/usr/local/at-1.2.3
> does NOT create a good Makefile.
>
> The prefix is corrupt as I get:-
> sudo make
> Password:
> mkdir -p //opt/rt3/local/etc/AssetTracker/
> cp etc/AssetTracker/AT_Config.pm
> //opt/rt3/local/etc/AssetTracker/AT_Config.pm
> [ -f //opt/rt3/local/etc/AssetTracker/AT_SiteConfig.pm ] || cp
> etc/AssetTracker/AT_SiteConfig.pm
> //opt/rt3/local/etc/AssetTracker/AT_SiteConfig.pm
> chgrp rt //opt/rt3/local/etc/AssetTracker/AT_Config.pm
> chgrp: rt: Invalid argument
> *** Error code 1
> Stop in /usr/home/rt_dev/Rt/at-1.2.3.
>
>
> RT 387 running OK inf FreeBSD_8.
>
> Had a quick look round and changing Makefile to reflect the correct PREFIX,
> but just makes things worse.
>
> .
>
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
> K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann
> (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian
> Marnett?, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen,
> Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich
> haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg,
> Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne
>
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de
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From ruslan.zakirov at gmail.com  Mon Apr 19 17:15:43 2010
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 20 Apr 2010 01:15:43 +0400
Subject: [rt-users] Trouble with CommandByMail
In-Reply-To: <x2we9f825501004151451i25ccbaer5796b07195cec1b8@mail.gmail.com>
References: <x2we9f825501004151451i25ccbaer5796b07195cec1b8@mail.gmail.com>
Message-ID: <o2s589c94401004191415s222dde77ibce7d0478002bea7@mail.gmail.com>

Hello Kenneth,

As I understand you tested that disabling the plugin stops looping?

On Fri, Apr 16, 2010 at 1:51 AM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:
> To list,
>
> I have a bit of a problem. CommandByMail is working well with email from
> privileged users. However, when I send in an email from my yahoo account, it
> being non-LDAP and therefore doesn't exist in my USERS Table, it creates a
> never-ending mailer daemon loop and my yahoo account gets hundreds and
> hundreds of emails saying it couldn't get any user info on it.
>
> What I expected to happen was for RT to reject the email as unprivileged and
> an email notice stating that fact, but one-time only.
>
> Does anyone have a way around this problem?
>
> We definitely need to have CommanByMail but we don't want people to get
> endless error email either.
>
> Thanks.
>
> Kenn
> LBNL
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From ggreene at minervanetworks.com  Mon Apr 19 18:47:45 2010
From: ggreene at minervanetworks.com (Gary Greene)
Date: Mon, 19 Apr 2010 15:47:45 -0700
Subject: [rt-users] Large file uploads
In-Reply-To: <4BCC99DF.8010703@nsd.org>
Message-ID: <C7F22BA1.5308F%ggreene@minervanetworks.com>

On 4/19/10 10:58 AM, "Ski Kacoroski" <ckacoroski at nsd.org> wrote:
> Hi,
> 
> I am hoping to use RT to help manage a printshop, but am having severe
> performance issues when I upload a 76M file.  My hardware has 2 CPUs and
> 4GB of ram.  The upload was ok, but when I try to look at the ticket,
> the system just locks up with almost 100% system cpu use and uses up all
> ram and starts in on swap.  Has anyone else used RT with large files
> (100 - 200MB).  Does RT's design allow for this or should I just set up
> links to an FTP site that can be accessed from the RT ticket?
> 
> Thanks in advance.
> 
> cheers,
> 
> ski

>From what I've found, since the attachments get stored in the DB, it's best
not to upload such huge files as attachments and rather host them elsewhere
and link to them. Besides, email over all was never meant for such monster
attachments....

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

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From jfearn at redhat.com  Mon Apr 19 18:09:14 2010
From: jfearn at redhat.com (Jeff Fearn)
Date: Tue, 20 Apr 2010 08:09:14 +1000
Subject: [rt-users] Migrating Queues to a different, existing, RT server
Message-ID: <1271714954.23748.10.camel@localhost>

Hi, we have two existing RT installations, lets call them RT-A and RT-B,
both have been active for a long time, and I have been asked to look in
to migrating 2 Queues on RT-A to RT-B, while maintaining as much history
as possible. >_<

RT-A: 3.6.10 on MySQL
RT-B: 3.8.7 on MySQL

Aside from the obvious need to adjust ticket numbers, are there any
other issues to doing this?

If so, which of the following descriptions best describe them?

1: Easy, it's on the wiki Mr No Search Fu
2: Moderate, you need the right dump and sed
3: Hard, you are going to need serious data manipulation
4: Very Hard, you should probably consider paying to get it done
5: Insane, quit and go pick apples for money

Cheers, Jeff.

-- 
Jeff Fearn <jfearn at redhat.com>
Software Engineer
Engineering Operations
Red Hat, Inc
Freedom ... courage ... Commitment ... ACCOUNTABILITY

Sure our competitors can rebuild the source but can they engage the customer the same way? -wmealing




From ngeron at corenap.com  Mon Apr 19 19:06:50 2010
From: ngeron at corenap.com (Nick Geron)
Date: Mon, 19 Apr 2010 18:06:50 -0500
Subject: [rt-users] Large Queue size problems
Message-ID: <4BCCE20A.5@corenap.com>

Hi all,

Our company currently runs RT for customer support interactions as well 
as a central email abuse reporting system for customer IP blocks.  
Recently we setup a feedback system with a large hosted mail provider 
and we saw the level of incoming abuse/spam reports increase to 10s of 
thousands a day.  I have been trying to identify the source of an issue 
that essentially boils down to this:  When our RT queues are 'large' 
(over 100K tickets) the UI struggles to complete operations or consumes 
all system resources.

To mitigate the issues, we have been using rt-shredder to cull out the 
excess, but I have a backed up DB to test with.  What I have found is 
that on a particular type of search, the returned DB data set is so 
large the apache process handling the request consumes almost all 
available memory on the RT host, leading to swapping and/or a nasty 
segfault.

Our setup involves three hosts:

1 dedicated Gentoo based DB host running MySQL 5.0 with innodb based 
tables.  2G ram and 1 64bit quad core xeon running under VMWare vSphere 4.
2 load balanced Gentoo based apache servers running RT3.8.2 with the 
same proc/cpu specs as the DB host.

The magic search that overloads apache works as follows:

1) Click on our large queue from RT at a glance Quick Search.  The queue 
in question contains 184744 new, 7 open and 7731 stalled tickets in my 
dumped database.
2) Click on any ticket on any of the returned pages.

Apache then consumes so much memory that we have to kill the process at 
best or restart the server at worst.  In a browser, the ticket page 
often fails to load or may be partially completed before the host 
resources are exhausted.

The MySQL query also reveals that the last operation in this state 
returns a large chunk of data, and often pops up in the slow query log 
with an average execution time of 15  seconds.  My first thought was 
that we had an issue with out database.  However several days of testing 
indicated that this problem was directly related to apache/mod_perl 
having to drink from a firehose.

Here's the entry that always logs to the slow query log:

# Time: 100419 16:58:07
# User at Host: rtadmin[rtadmin] @ rt-test[172.20.0.99]
# Query_time: 15  Lock_time: 0  Rows_sent: 184751  Rows_examined: 377948
use rt3;
SELECT main.* FROM Tickets main  WHERE (main.Status != 'deleted') AND 
(main.Queue = '11' AND  ( main.Status = 'new' OR main.Status = 'open' ) 
) AND (main.EffectiveId = main.id) AND (main.Type = 'ticket')  ORDER BY 
main.id ASC;

Interestingly, searching for the specific ticket via the main page 
search box brings up the typed in ticket quickly and without incident.  
Another tidbit, is this appears to involve some level of caching.  If I 
follow the above steps, then kill the process and finally select another 
ticket NOT in the large queue (one off my own top 15 tickets) then the 
same behavior is observed.  Also, I see queries in the MySQL query log 
that include data related to the previous search.  I have performed a 
battery of tests stopping daemons, clearing mason cache, clearing 
browser cache and the like to figure all this out.

The one detail about our setup that I suspect plays a part here is that 
a previous admin wrote a series of email handling scripts that always 
re-writes the sender address before handing the email off to 
rt-mailgate.  We suspected at one point that part of the issue was 
related to the query that looks up other tickets created by the sender.  
An 'explain' in MySQL did show that the volume of data was forcing an on 
disk temp table and filesort, but I haven't directly correlated a slow 
DB operation to the consumption of memory on the apache side.  That 
email handling apparatus is currently being replaced, but does having 
the same 'Creator' on 100K + tickets sound like a really bad thing, or 
is this normal for large shops?

Can I get some feedback on how our system compares to others using RT?  
How many tickets do you collect in a day? What rough system specs are 
you running on?  Is this normal for large volumes of tickets?  Is the 
only answer ever more RAM?

Also, I updated the test rig to 3.8.7 from 3.8.2 today including all DB 
upgrade operations with no change.

Any assistance would be very much appreciated.  Our current game plan is 
to build an archiving system to keep the queue numbers down, but at some 
point large queues may be the norm for us.  Thanks.

-Nick Geron


From william.graboyes at theportalgrp.com  Mon Apr 19 20:03:10 2010
From: william.graboyes at theportalgrp.com (William Graboyes)
Date: Mon, 19 Apr 2010 17:03:10 -0700
Subject: [rt-users] Spreadsheet Custom Fields not Aligned.
Message-ID: <t2s8a5c3dac1004191703wfb948ca7lcc8da5d80ac5e878@mail.gmail.com>

Hi List,

We just upgraded our RT system to 3.8.7 from 3.8.4.  Now when we export a
spreadsheet none of the custom fields are aligned with the proper field.
Which is confusing to say the least.  I was wondering if there something
simple that we may have missed?  Has anyone seen this before?

I vaguely remember something on the list about this recently in the list,
but searching for it has proved to be futile.

Thanks,
-- 
Bill
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From ipellew at yahoo.com  Tue Apr 20 02:58:40 2010
From: ipellew at yahoo.com (Ian Pellew)
Date: Mon, 19 Apr 2010 23:58:40 -0700 (PDT)
Subject: [rt-users] at_123 configure Makefile no good
In-Reply-To: <l2ibdbd084b1004191132q9b76572az2a539d54551ab498@mail.gmail.com>
References: <16426EA38D57E74CB1DE5A6AE1DB0394F9371A@w3hamboex11.ger.win.int.kn>
	<312797.46910.qm@web38902.mail.mud.yahoo.com>
	<l2ibdbd084b1004191132q9b76572az2a539d54551ab498@mail.gmail.com>
Message-ID: <341891.33126.qm@web38904.mail.mud.yahoo.com>

I was expecting a version like 1.2.4.b1 to download !

.


      
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From jesper at catnet.dk  Tue Apr 20 03:17:55 2010
From: jesper at catnet.dk (Jesper Henriksen)
Date: Tue, 20 Apr 2010 09:17:55 +0200
Subject: [rt-users] Spreadsheet Custom Fields not Aligned.
In-Reply-To: <t2s8a5c3dac1004191703wfb948ca7lcc8da5d80ac5e878@mail.gmail.com>
References: <t2s8a5c3dac1004191703wfb948ca7lcc8da5d80ac5e878@mail.gmail.com>
Message-ID: <20100420071755.GA9361@tiger.catnet.dk>

On Mon, Apr 19, 2010 at 05:03:10PM -0700, William Graboyes wrote:
> We just upgraded our RT system to 3.8.7 from 3.8.4.  Now when we export a
> spreadsheet none of the custom fields are aligned with the proper field.
> Which is confusing to say the least.  I was wondering if there something
> simple that we may have missed?  Has anyone seen this before?
> 
> I vaguely remember something on the list about this recently in the list,
> but searching for it has proved to be futile.

I ran into that very same problem yesterday, but luckily I did manage to
find a post that explains a workaround:
http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg24057.html

Essentially you need to edit /opt/rt3/share/html/Search/Results.tsv line
110. Change it from

foreach my $name ( sort { $cf_name_to_pos{$a} <=> $cf_name_to_pos{$a} }
keys %cf_name_to_pos ) {

.. to ..

foreach my $name ( sort { $cf_name_to_pos{$a} <=> $cf_name_to_pos{$b} }
keys %cf_name_to_pos ) {

Works for us.

-- 
Jesper Henriksen



From ipellew at yahoo.com  Tue Apr 20 04:05:29 2010
From: ipellew at yahoo.com (Ian Pellew)
Date: Tue, 20 Apr 2010 01:05:29 -0700 (PDT)
Subject: [rt-users] Execute my perl from command line
Message-ID: <440852.69595.qm@web38904.mail.mud.yahoo.com>

What is the prefered way to execute?my RT?perl script(s) from the command line ?

If I do something like:-
perl -I../lib -e 'use RT; RT::LoadConfig(); print RT::DatabaseType;'
It, probably correctly, fails with permission problems:-
RT couldn't load RT config file /usr/local/Rt/rt-3.8.7/etc/RT_Config.pm as:
??? user:? someuser
??? group: staff
The file is owned by user root and group www.

Same using sudo.

Ian


      


From torsten.brumm at Kuehne-Nagel.com  Tue Apr 20 04:22:56 2010
From: torsten.brumm at Kuehne-Nagel.com (Brumm,
	Torsten / Kuehne + Nagel / Ham MI-ID)
Date: Tue, 20 Apr 2010 10:22:56 +0200
Subject: [rt-users] at_123 configure Makefile no good
In-Reply-To: <341891.33126.qm@web38904.mail.mud.yahoo.com>
References: <16426EA38D57E74CB1DE5A6AE1DB0394F9371A@w3hamboex11.ger.win.int.kn><312797.46910.qm@web38902.mail.mud.yahoo.com><l2ibdbd084b1004191132q9b76572az2a539d54551ab498@mail.gmail.com>
	<341891.33126.qm@web38904.mail.mud.yahoo.com>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039402A41A9C@w3hamboex11.ger.win.int.kn>

Aehh?!? There is under Tags:
 
http://code.google.com/p/asset-tracker-4rt/source/browse/#svn/at/tags/1.2.4b1


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



________________________________

Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Ian Pellew
Gesendet: Dienstag, 20. April 2010 08:59
An: Torsten Brumm
Cc: RT List
Betreff: Re: [rt-users] at_123 configure Makefile no good


I was expecting a version like 1.2.4.b1 to download !
 
.


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From Simon.Dray at antplc.com  Tue Apr 20 05:17:52 2010
From: Simon.Dray at antplc.com (Simon Dray)
Date: Tue, 20 Apr 2010 10:17:52 +0100
Subject: [rt-users] Help with identifying which files to edit in RT 3.8.7
 for Dashboard subsriber emails
Message-ID: <f43f9b17bbcc00dd75438f14769b9587bb218fb8@localhost>

Hi

I have 3.8.7 RT, I use the Dashboard mechanism to send out reports to subscribers on a daily basis, the majority of the subscribers use handheld devices (HTC). I would like to be able to change the scripts so that the mail they receive does not have a blue background or even better is plain text rather than html. Does anyone have any ideas as to how I can achieve this



TIA

Best regards Simon
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From ipellew at yahoo.com  Tue Apr 20 05:19:34 2010
From: ipellew at yahoo.com (Ian Pellew)
Date: Tue, 20 Apr 2010 02:19:34 -0700 (PDT)
Subject: [rt-users] at_123 configure Makefile no good
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB039402A41A9C@w3hamboex11.ger.win.int.kn>
References: <16426EA38D57E74CB1DE5A6AE1DB0394F9371A@w3hamboex11.ger.win.int.kn><312797.46910.qm@web38902.mail.mud.yahoo.com><l2ibdbd084b1004191132q9b76572az2a539d54551ab498@mail.gmail.com>
	<341891.33126.qm@web38904.mail.mud.yahoo.com>
	<16426EA38D57E74CB1DE5A6AE1DB039402A41A9C@w3hamboex11.ger.win.int.kn>
Message-ID: <886635.7399.qm@web38906.mail.mud.yahoo.com>

The URI http://rt3.fsck.com//Ticket/Display.html?id=12521
in http://code.google.com/p/asset-tracker-4rt/source/browse/at-REST/INSTALL
points to a live RT login !!
I think?you are implying a patch for 387 ?


I am in FreeBSD 8?where both configure and the generated Makefile are a long way from.
The 'make install' includes a dropdb, well - drop?AT tables - that do not exist, so fails
I create them manually OK, but do I need to populate them, maybe from a config option in the AT menu ?
The at-setup-database action seems to be setting up RT from scratch - so possibly AT is not going to be part of my RT, so I have got it all wrong?

I guess there?might?also be something to do in RT to get to the AT pages/menus.

I have not played with the likes of configure before, I am more use to the likes of HP/AIX installs, so lack the knowledge of how to tweek for multi platform environments. Configure is prity heavy going, even for the keenest Unixer.

.


      
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From ipellew at yahoo.com  Tue Apr 20 05:32:58 2010
From: ipellew at yahoo.com (Ian Pellew)
Date: Tue, 20 Apr 2010 02:32:58 -0700 (PDT)
Subject: [rt-users] RTFM how to get new artical
Message-ID: <788336.53173.qm@web38908.mail.mud.yahoo.com>

New install of RT_387 + RTFM_242
The 'Create an artical in class...' does not give a screen that one can add an artical.
What have I missed?



      


From Horst.Kriegers at loterie.ch  Tue Apr 20 05:23:45 2010
From: Horst.Kriegers at loterie.ch (Horst Kriegers)
Date: Tue, 20 Apr 2010 11:23:45 +0200
Subject: [rt-users] Realname always updated when accent in name
Message-ID: <4BCD8EC0.7061.0039.1@loterie.ch>

Hello,
 
the RealName field is updated by each login only for users they name
have an accent in the LDAP.
This makes the Users History very long and the Transaction table become
very big.
 
in Transactions table :
 
Field : RealName
OldValue : Fr??d??ric Lenoir
NewValue : Fr??d??ric Lenoir
 
 
How can I correct this ?
 
Thanks.
Horst
 
 
RT 3.6.6
 
 
 
PS
Sorry for my bad English, I hope you will understand what I mean.

___________________________________________________________
Le contenu de ce courriel est uniquement r?serv? ? la personne ou 
l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire
pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent
courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel,
de le distribuer ou de l'utiliser de quelque mani?re que ce soit.

The content of this e-mail is intended only and solely for the use 
of the named recipient or organisation. If you are not the named 
recipient, please inform us immediately and delete the present e-mail. 
In this case, you are nor allowed to copy, distribute or use this 
e-mail in any way.
___________________________________________________________
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From drasar at ics.muni.cz  Tue Apr 20 06:01:53 2010
From: drasar at ics.muni.cz (Martin Drasar)
Date: Tue, 20 Apr 2010 12:01:53 +0200
Subject: [rt-users] Wide character in crypt generates stack trace with
	password revealed
Message-ID: <4BCD7B91.6040108@ics.muni.cz>

Hi everyone,
when logging into RT having czech keyboard accidentaly set, wide
characters may be accidentally supplied to the password routine. (Czech
keyboard have letters with wedges in the same row as numbers).
This causes error shown in attached page, revealing password to
bystanders as well as needlessly showing RT path.

I am providing a quick patch that catches the exception generated by
crypt and makes RT behave like ordinary bad password was provided.

Martin

-- 
Mgr. Martin Drasar                                   drasar at ics.muni.cz
Network Security Department                         http://ics.muni.cz/
CSIRT-MU                                       http://www.muni.cz/csirt
Institute of Computer Science, Masaryk University, Brno, Czech Republic
                       PGP Key ID: 0x944BC925
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From gavinm at btsgroupuk.com  Tue Apr 20 06:02:16 2010
From: gavinm at btsgroupuk.com (Gavin Mitchell)
Date: Tue, 20 Apr 2010 11:02:16 +0100
Subject: [rt-users] Retrieve Watcher Group using Perl
Message-ID: <754E5D92DE07134DADC851DE2F5C5C63814740@bts-mail.btsgroupuk.com>

Hi

 

Fairly new to all of this and can't seem to find an answer to this
question.

 

I have set a ticket up with a group as Cc and AdminCc, using perl I am
creating a new ticket using the original based on a schedule.

 

I can access the email addresses using $ticket->AdminCcAddresses but
would like to just set the AdminCc to be the Group name.

 

Hope that makes sense : here's a code snippet.

 

        $ticketnew = new RT::Ticket($RT::SystemUser);

        $ticket_body = MIME::Entity->build(Data =>
$ticket->Transactions->Fir$

                Type => 'text/plain');

        %ticket_vals = (

                Queue => 'Actions',

                Status => 'open',

                Subject => $ticket->Subject,

                MIMEObj => $ticket_body,

                Owner => $bywhomname,

                Requestor => '',

                Starts => $start_dt,

                Due => $end_dt,

                Requestor => $ticket->RequestorAddresses,

                AdminCc => $ticket->AdminCcAddresses, # This gives me
the individual email addresses in the group but not the group name

                Cc => $ticket->CcAddresses,

                'CustomField-11' =>
$ticket->FirstCustomFieldValue("BMSProces$

                'CustomField-9' => 'Action',

                'CustomField-8' =>
$ticket->FirstCustomFieldValue("Comments"),

                'CustomField-2' =>
$ticket->FirstCustomFieldValue("Department$

        );

 

Thanks in advance for any help

 

Gavin

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From richen at live.co.za  Tue Apr 20 06:25:50 2010
From: richen at live.co.za (Richard Hendrick)
Date: Tue, 20 Apr 2010 10:25:50 +0000 (UTC)
Subject: [rt-users] Installing: &quot; make fixdeps&quot;
	can't find Calendar::Simple
References: <m2o91b8aef61004161626q1f4d9a88v35d5c99df3b9d7bd@mail.gmail.com>
Message-ID: <loom.20100420T122531-601@post.gmane.org>

Hi Andrew 

I had the same issue. This is what I did 

Download the source 
from ?http://search.cpan.org/CPAN/authors/id/D/DA/DAVECROSS/Calendar-Simple-
1.21.tar.gz?

Extract the tar file, change to the extracted dir

# perl Makefile.PL
# make
# make test
# make install

Then 
make fixdeps

restart your web server then try again 




From Vitaly.Tskhovrebov at exigenservices.com  Tue Apr 20 07:06:16 2010
From: Vitaly.Tskhovrebov at exigenservices.com (Vitaly Tskhovrebov)
Date: Tue, 20 Apr 2010 15:06:16 +0400
Subject: [rt-users] custom field description in scrip
Message-ID: <B6C4EB6BB2F4654C835D1F7319E4E6742B816A5D93@SPBEX03.internal.corp>

Guys,

I would like to get description of Custom Field Value selected. I digged to
RT code, but it seems too complicated for me. Please help somebody with CF
object model or solution.
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From sergiocharpinel at gmail.com  Tue Apr 20 07:26:35 2010
From: sergiocharpinel at gmail.com (Sergio Charpinel Jr.)
Date: Tue, 20 Apr 2010 08:26:35 -0300
Subject: [rt-users] TransactionBatch - AddCustomFieldValue
In-Reply-To: <q2le9f825501004191004pbf73992o7ca65b7a1ad18806@mail.gmail.com>
References: <x2jfca1d54a1004160814kc918e377s7f2c5496a3055992@mail.gmail.com>
	<4BC8818A.5050706@vialtus.com>
	<s2ufca1d54a1004161012i1d3d73afp2599f53976eea598@mail.gmail.com>
	<v2je9f825501004161123j9de74df8ud3cd7770cce07892@mail.gmail.com>
	<s2hfca1d54a1004190558mb1e4ec4bzbd7beed43561d43e@mail.gmail.com>
	<4BCC58EC.3030000@vialtus.com>
	<q2ifca1d54a1004190954wea5bfd00s1de30c3159f6a66e@mail.gmail.com>
	<q2le9f825501004191004pbf73992o7ca65b7a1ad18806@mail.gmail.com>
Message-ID: <u2rfca1d54a1004200426k517472b1g9725bc901651d861@mail.gmail.com>

OK and thanks for your help.

Here is the Scrip. I verify if the transaction is a change in a Custom Field
called 'Fim do evento' and then, change the value of another Custom Field to
a test value.
The problem is that when I change the CustomField via WebInterface, it runs
my scrip, change the values to 'teste', and then change again to what was
set before.

Custom Condition:
if ( $self->TransactionObj->Type ne "CustomField"){
   return 0;
}
return 1;

Preparation
1;

Cleanup
my $ticket = $self->TicketObj;
my $CFName = 'Fim do evento';
my $CF = RT::CustomField->new( $RT::SystemUser );
$CF->LoadByNameAndQueue( Name => $CFName, Queue => $ticket->Queue );
unless( $CF->id ) {
  $CF->LoadByNameAndQueue( Name => $CFName, Queue => '0' );
}
if ($self->TransactionObj->Field ne $CF->id){
    return 0;
}

$CFName = 'Indisponibilidade';
$CF = RT::CustomField->new( $RT::SystemUser );
$CF->LoadByNameAndQueue( Name => $CFName, Queue => $ticket->Queue );
unless( $CF->id ) {
  $CF->LoadByNameAndQueue( Name => $CFName, Queue => '0' );
}

unless( $CF->id ) {
  $RT::Logger->error( "No field $CFName in queue ". $ticket->QueueObj->Name
);
  return undef;
}
my $Value = 'test';
$ticket->AddCustomFieldValue( Field =>  $CF, Value => $Value );

return 1;


2010/4/19 Kenneth Crocker <kfcrocker at lbl.gov>

> Segio,
>
> It sounds like your stage is "TransactionCreate". Even if you set it to
> "TransactionBatch", you *ALSO* have to *TURN IT ON* in the
> "etc/RT_SiteConfig.pm" file. If you don't, it will either reverse the
> setting or just ignore the setting, I'm not sure which, but the main thing
> is that it won't work. Take a look at it.
>
> Kenn
> LBNL
>
> On Mon, Apr 19, 2010 at 9:54 AM, Sergio Charpinel Jr. <
> sergiocharpinel at gmail.com> wrote:
>
>> Sorry, It is getting executed, but the custom field is changing twice too.
>> I need my scrip executing after the custom fields updates. Is this
>> possible? Or is there another way to do this?
>>
>> 2010/4/19 Raed El-Hames <rfh at vialtus.com>
>>
>>
>>> Sergio Charpinel Jr. wrote:
>>>
>>>> Thanks for your answers.
>>>> Actually, I wanna change a custom field based in a change of another
>>>> one. So, trying what Raed said, I wrote a Custom Condition to verify if it
>>>> is a custom condition change.
>>>> But I had the same problem.. When I update via Web interface, the Custom
>>>> Field is changed twice, in TransactionCreate, and in Transactionbatch the
>>>> scrip is not executed.
>>>>
>>>>  Do you know why the (Transactionbatch) scrip is not executed ?? is
>>> there any perl errors ? have you checked the logs
>>>
>>> Roy
>>>
>>>
>>>  Any ideas?
>>>>
>>>>
>>>
>>>
>>
>>
>> --
>> Sergio Roberto Charpinel Jr.
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>


-- 
Sergio Roberto Charpinel Jr.
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From ruslan.zakirov at gmail.com  Tue Apr 20 07:51:09 2010
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 20 Apr 2010 15:51:09 +0400
Subject: [rt-users] Wide character in crypt generates stack trace with
	password revealed
In-Reply-To: <4BCD7B91.6040108@ics.muni.cz>
References: <4BCD7B91.6040108@ics.muni.cz>
Message-ID: <v2i589c94401004200451s2490c564l7d46dddd25196d26@mail.gmail.com>

Hello Martin,

1) There is warning in the config regarding using stack traces and how
it can reveal secure information.
2) This particular problem has been solved in RT 3.8.8 RC2.

2010/4/20 Martin Drasar <drasar at ics.muni.cz>:
> Hi everyone,
> when logging into RT having czech keyboard accidentaly set, wide
> characters may be accidentally supplied to the password routine. (Czech
> keyboard have letters with wedges in the same row as numbers).
> This causes error shown in attached page, revealing password to
> bystanders as well as needlessly showing RT path.
>
> I am providing a quick patch that catches the exception generated by
> crypt and makes RT behave like ordinary bad password was provided.
>
> Martin
>
> --
> Mgr. Martin Drasar ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? drasar at ics.muni.cz
> Network Security Department ? ? ? ? ? ? ? ? ? ? ? ? http://ics.muni.cz/
> CSIRT-MU ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? http://www.muni.cz/csirt
> Institute of Computer Science, Masaryk University, Brno, Czech Republic
> ? ? ? ? ? ? ? ? ? ? ? PGP Key ID: 0x944BC925
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From torsten.brumm at googlemail.com  Tue Apr 20 07:51:17 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Tue, 20 Apr 2010 13:51:17 +0200
Subject: [rt-users] at_123 configure Makefile no good
In-Reply-To: <886635.7399.qm@web38906.mail.mud.yahoo.com>
References: <16426EA38D57E74CB1DE5A6AE1DB0394F9371A@w3hamboex11.ger.win.int.kn>
	<312797.46910.qm@web38902.mail.mud.yahoo.com>
	<l2ibdbd084b1004191132q9b76572az2a539d54551ab498@mail.gmail.com>
	<341891.33126.qm@web38904.mail.mud.yahoo.com>
	<16426EA38D57E74CB1DE5A6AE1DB039402A41A9C@w3hamboex11.ger.win.int.kn>
	<886635.7399.qm@web38906.mail.mud.yahoo.com>
Message-ID: <i2ybdbd084b1004200451h915901d2xfab4ae8dac0f1f30@mail.gmail.com>

Hi Ian

The URI http://rt3.fsck.com//Ticket/Display.html?id=12521
> in
> http://code.google.com/p/asset-tracker-4rt/source/browse/at-REST/INSTALL
> points to a live RT login !!
> I think you are implying a patch for 387 ?
>

There is a REST API Patch for 3.8.1, you can login there public with
guest/guest

>
>
> I am in FreeBSD 8 where both configure and the generated Makefile are a
> long way from.
> The 'make install' includes a dropdb, well - drop AT tables - that do not
> exist, so fails
> I create them manually OK, but do I need to populate them, maybe from a
> config option in the AT menu ?
> The at-setup-database action seems to be setting up RT from scratch - so
> possibly AT is not going to be part of my RT, so I have got it all wrong?
>

Ok, never tried this under FreeBSD, but under RH/CENTOS/UBUNTU/DEBIAN it
works smooth so far.

Have you read the documentation and followed them???

>
> I guess there might also be something to do in RT to get to the AT
> pages/menus.
>

Yes, after install, restart apache and clean mason cache

>
> I have not played with the likes of configure before, I am more use to the
> likes of HP/AIX installs, so lack the knowledge of how to tweek for multi
> platform environments. Configure is prity heavy going, even for the keenest
> Unixer.
>

normally it is straight forward.


> .
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de
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From drasar at ics.muni.cz  Tue Apr 20 08:19:17 2010
From: drasar at ics.muni.cz (Martin Drasar)
Date: Tue, 20 Apr 2010 14:19:17 +0200
Subject: [rt-users] Wide character in crypt generates stack trace with
 password revealed
In-Reply-To: <v2i589c94401004200451s2490c564l7d46dddd25196d26@mail.gmail.com>
References: <4BCD7B91.6040108@ics.muni.cz>
	<v2i589c94401004200451s2490c564l7d46dddd25196d26@mail.gmail.com>
Message-ID: <4BCD9BC5.1080700@ics.muni.cz>

Dne 20.4.2010 13:51, Ruslan Zakirov napsal(a):
> Hello Martin,
> 
> 1) There is warning in the config regarding using stack traces and how
> it can reveal secure information.

Ok, must have missed/forget it.

> 2) This particular problem has been solved in RT 3.8.8 RC2.

Glad to hear it.

Thank you,
Martin

-- 
Mgr. Martin Drasar                                   drasar at ics.muni.cz
Network Security Department                         http://ics.muni.cz/
CSIRT-MU                                       http://www.muni.cz/csirt
Institute of Computer Science, Masaryk University, Brno, Czech Republic
                       PGP Key ID: 0x944BC925


From ipellew at yahoo.com  Tue Apr 20 09:29:50 2010
From: ipellew at yahoo.com (Ian Pellew)
Date: Tue, 20 Apr 2010 06:29:50 -0700 (PDT)
Subject: [rt-users] easy rights maintenance q
Message-ID: <261488.21348.qm@web38905.mail.mud.yahoo.com>

Its quite a formidable task maintaining rights for all the this un that.
Is there a way that you admin guys maintain this via, say, Excel ?
Is there some SQL that can do this in the background.
New to RT, I find this difficult to maintain the whole picture of my small play DBS let alone some large production model.
Ian.


      


From rfh at vialtus.com  Tue Apr 20 09:43:04 2010
From: rfh at vialtus.com (Raed El-Hames)
Date: Tue, 20 Apr 2010 14:43:04 +0100
Subject: [rt-users] easy rights maintenance q
In-Reply-To: <261488.21348.qm@web38905.mail.mud.yahoo.com>
References: <261488.21348.qm@web38905.mail.mud.yahoo.com>
Message-ID: <4BCDAF68.8090805@vialtus.com>

Ian;

Depends what "this un that means"
You can easily give the Super User right to the "Everyone" group :?) -- 
I am sure you don't want to do that

Rights can be simple it all depends on what you are planning to do. -- 
and for the same reason its difficult for some one to have a generic 
rights formula  that can be published  for everyone to use.

-- And I am not sure how excel can help
Roy

Ian Pellew wrote:
> Its quite a formidable task maintaining rights for all the this un that.
> Is there a way that you admin guys maintain this via, say, Excel ?
> Is there some SQL that can do this in the background.
> New to RT, I find this difficult to maintain the whole picture of my small play DBS let alone some large production model.
> Ian.
>
>
>       
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>   


From lem at itverx.com.ve  Tue Apr 20 09:58:33 2010
From: lem at itverx.com.ve (Luis E. =?ISO-8859-1?Q?Mu=F1oz?=)
Date: Tue, 20 Apr 2010 09:28:33 -0430
Subject: [rt-users] easy rights maintenance q
In-Reply-To: <261488.21348.qm@web38905.mail.mud.yahoo.com>
References: <261488.21348.qm@web38905.mail.mud.yahoo.com>
Message-ID: <1271771913.7891.1.camel@maclem-ether.ius.cc>

On Tue, 2010-04-20 at 06:29 -0700, Ian Pellew wrote:
> Its quite a formidable task maintaining rights for all the this un
> that.
> Is there a way that you admin guys maintain this via, say, Excel ?
> Is there some SQL that can do this in the background.
> New to RT, I find this difficult to maintain the whole picture of my
> small play DBS let alone some large production model. 

Excel is not the tool for this. Really. No.

Try to model your rights thinking about roles and groups. You should be
able to go a very long way, by keeping rights simple -- apply as many of
what you need to roles/queues/specific groups as you can.

Best regards.

-lem



From sergiocharpinel at gmail.com  Tue Apr 20 10:02:53 2010
From: sergiocharpinel at gmail.com (Sergio Charpinel Jr.)
Date: Tue, 20 Apr 2010 11:02:53 -0300
Subject: [rt-users] TransactionBatch - AddCustomFieldValue
In-Reply-To: <u2rfca1d54a1004200426k517472b1g9725bc901651d861@mail.gmail.com>
References: <x2jfca1d54a1004160814kc918e377s7f2c5496a3055992@mail.gmail.com>
	<4BC8818A.5050706@vialtus.com>
	<s2ufca1d54a1004161012i1d3d73afp2599f53976eea598@mail.gmail.com>
	<v2je9f825501004161123j9de74df8ud3cd7770cce07892@mail.gmail.com>
	<s2hfca1d54a1004190558mb1e4ec4bzbd7beed43561d43e@mail.gmail.com>
	<4BCC58EC.3030000@vialtus.com>
	<q2ifca1d54a1004190954wea5bfd00s1de30c3159f6a66e@mail.gmail.com>
	<q2le9f825501004191004pbf73992o7ca65b7a1ad18806@mail.gmail.com>
	<u2rfca1d54a1004200426k517472b1g9725bc901651d861@mail.gmail.com>
Message-ID: <o2kfca1d54a1004200702wccc6e7fr78087ee2090f2118@mail.gmail.com>

Thanks for your help, now it is working.

I changed a little the code, and I was forgetting to refresh the page :x
I'm using TransactionBatch.

Cheers.

2010/4/20 Sergio Charpinel Jr. <sergiocharpinel at gmail.com>

> OK and thanks for your help.
>
> Here is the Scrip. I verify if the transaction is a change in a Custom
> Field called 'Fim do evento' and then, change the value of another Custom
> Field to a test value.
> The problem is that when I change the CustomField via WebInterface, it runs
> my scrip, change the values to 'teste', and then change again to what was
> set before.
>
> Custom Condition:
> if ( $self->TransactionObj->Type ne "CustomField"){
>    return 0;
> }
> return 1;
>
> Preparation
> 1;
>
> Cleanup
> my $ticket = $self->TicketObj;
> my $CFName = 'Fim do evento';
> my $CF = RT::CustomField->new( $RT::SystemUser );
> $CF->LoadByNameAndQueue( Name => $CFName, Queue => $ticket->Queue );
> unless( $CF->id ) {
>   $CF->LoadByNameAndQueue( Name => $CFName, Queue => '0' );
> }
> if ($self->TransactionObj->Field ne $CF->id){
>     return 0;
> }
>
> $CFName = 'Indisponibilidade';
> $CF = RT::CustomField->new( $RT::SystemUser );
> $CF->LoadByNameAndQueue( Name => $CFName, Queue => $ticket->Queue );
> unless( $CF->id ) {
>   $CF->LoadByNameAndQueue( Name => $CFName, Queue => '0' );
> }
>
> unless( $CF->id ) {
>   $RT::Logger->error( "No field $CFName in queue ". $ticket->QueueObj->Name
> );
>   return undef;
> }
> my $Value = 'test';
> $ticket->AddCustomFieldValue( Field =>  $CF, Value => $Value );
>
> return 1;
>
>
> 2010/4/19 Kenneth Crocker <kfcrocker at lbl.gov>
>
> Segio,
>>
>> It sounds like your stage is "TransactionCreate". Even if you set it to
>> "TransactionBatch", you *ALSO* have to *TURN IT ON* in the
>> "etc/RT_SiteConfig.pm" file. If you don't, it will either reverse the
>> setting or just ignore the setting, I'm not sure which, but the main thing
>> is that it won't work. Take a look at it.
>>
>> Kenn
>> LBNL
>>
>> On Mon, Apr 19, 2010 at 9:54 AM, Sergio Charpinel Jr. <
>> sergiocharpinel at gmail.com> wrote:
>>
>>> Sorry, It is getting executed, but the custom field is changing twice
>>> too.
>>> I need my scrip executing after the custom fields updates. Is this
>>> possible? Or is there another way to do this?
>>>
>>> 2010/4/19 Raed El-Hames <rfh at vialtus.com>
>>>
>>>
>>>> Sergio Charpinel Jr. wrote:
>>>>
>>>>> Thanks for your answers.
>>>>> Actually, I wanna change a custom field based in a change of another
>>>>> one. So, trying what Raed said, I wrote a Custom Condition to verify if it
>>>>> is a custom condition change.
>>>>> But I had the same problem.. When I update via Web interface, the
>>>>> Custom Field is changed twice, in TransactionCreate, and in Transactionbatch
>>>>> the scrip is not executed.
>>>>>
>>>>>  Do you know why the (Transactionbatch) scrip is not executed ?? is
>>>> there any perl errors ? have you checked the logs
>>>>
>>>> Roy
>>>>
>>>>
>>>>  Any ideas?
>>>>>
>>>>>
>>>>
>>>>
>>>
>>>
>>> --
>>> Sergio Roberto Charpinel Jr.
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>
>>
>
>
> --
> Sergio Roberto Charpinel Jr.
>



-- 
Sergio Roberto Charpinel Jr.
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From polloxx at gmail.com  Tue Apr 20 10:15:15 2010
From: polloxx at gmail.com (polloxx)
Date: Tue, 20 Apr 2010 16:15:15 +0200
Subject: [rt-users] RTFM gone
Message-ID: <l2nd53205811004200715k3df66ff6w680e96d4ff385ddc@mail.gmail.com>

RTFM seems gone on our RT. Until now it was not used, but I don't see
the URL any longer at the web interface.

We use RT 3.8.7 and RTFM 2.4.2
The tables for RTFM are still in the database but surfing to
RTFM/index.html results in an error:
"The page you requested could not be found".
RTFM was installed following the README and Set(@Plugins,qw(RT::FM));
is included in RT_SiteConfig.pm

Any ideas how to fix this?

Thanks,
P.


From william.graboyes at theportalgrp.com  Tue Apr 20 10:46:45 2010
From: william.graboyes at theportalgrp.com (William Graboyes)
Date: Tue, 20 Apr 2010 07:46:45 -0700
Subject: [rt-users] Spreadsheet Custom Fields not Aligned.
In-Reply-To: <u2m8a5c3dac1004200745o431f1dc2ke163804f9c28d315@mail.gmail.com>
References: <t2s8a5c3dac1004191703wfb948ca7lcc8da5d80ac5e878@mail.gmail.com>
	<20100420071755.GA9361@tiger.catnet.dk>
	<u2m8a5c3dac1004200745o431f1dc2ke163804f9c28d315@mail.gmail.com>
Message-ID: <n2u8a5c3dac1004200746s8e472dfaz75f160f132f714a8@mail.gmail.com>

Jesper,

Thanks for the help on that one.  I'll give it a shot as soon as I get to
work.

On Apr 20, 2010 12:18 AM, "Jesper Henriksen" <jesper at catnet.dk> wrote:

On Mon, Apr 19, 2010 at 05:03:10PM -0700, William Graboyes wrote:
> We just upgraded our RT system t...
I ran into that very same problem yesterday, but luckily I did manage to
find a post that explains a workaround:
http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg24057.html

Essentially you need to edit /opt/rt3/share/html/Search/Results.tsv line
110. Change it from

foreach my $name ( sort { $cf_name_to_pos{$a} <=> $cf_name_to_pos{$a} }
keys %cf_name_to_pos ) {

.. to ..

foreach my $name ( sort { $cf_name_to_pos{$a} <=> $cf_name_to_pos{$b} }
keys %cf_name_to_pos ) {

Works for us.

--
Jesper Henriksen


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 mfinn at nbutexas.com  Tue Apr 20 11:15:44 2010
From: mfinn at nbutexas.com (Michael Finn)
Date: Tue, 20 Apr 2010 10:15:44 -0500
Subject: [rt-users] RTFM gone
In-Reply-To: <l2nd53205811004200715k3df66ff6w680e96d4ff385ddc@mail.gmail.com>
References: <l2nd53205811004200715k3df66ff6w680e96d4ff385ddc@mail.gmail.com>
Message-ID: <DE0B20B18D0AA344BB3A73BA11D206EE131AC7E183@proteus>

First thing that pops into my mind is the Set(@Plugins,qw(RT::FM)); line.  There can be only one in the config file -- multiple Set(@Plugins,...) just overwrite what was set on a previous line.  If you have more than one Set line, consolidate them into one Set statement.

Mike

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of polloxx
Sent: Tuesday, April 20, 2010 9:15 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RTFM gone

RTFM seems gone on our RT. Until now it was not used, but I don't see
the URL any longer at the web interface.

We use RT 3.8.7 and RTFM 2.4.2
The tables for RTFM are still in the database but surfing to
RTFM/index.html results in an error:
"The page you requested could not be found".
RTFM was installed following the README and Set(@Plugins,qw(RT::FM));
is included in RT_SiteConfig.pm

Any ideas how to fix this?

Thanks,
P.

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


From jesse at bestpractical.com  Tue Apr 20 12:09:16 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 20 Apr 2010 12:09:16 -0400
Subject: [rt-users] Large Queue size problems
In-Reply-To: <4BCCE20A.5@corenap.com>
References: <4BCCE20A.5@corenap.com>
Message-ID: <20100420160916.GG16397@bestpractical.com>




On Mon, Apr 19, 2010 at 06:06:50PM -0500, Nick Geron wrote:
> Hi all,
> 
> Our company currently runs RT for customer support interactions as
> well as a central email abuse reporting system for customer IP
> blocks.  Recently we setup a feedback system with a large hosted
> mail provider and we saw the level of incoming abuse/spam reports
> increase to 10s of thousands a day.  I have been trying to identify
> the source of an issue that essentially boils down to this:  When
> our RT queues are 'large' (over 100K tickets) the UI struggles to
> complete operations or consumes all system resources.

That's actually a known issue with the "next" and "prev" button mapping
on the ticket pages.  My coworker Ruslan tells me that we've actually
got a fix for it in 3.8.8RC2. 

Can you try out 3.8.8RC2 and tell me if that fixes it for you?

Best,
Jesse


From william.graboyes at theportalgrp.com  Tue Apr 20 12:25:35 2010
From: william.graboyes at theportalgrp.com (William Graboyes)
Date: Tue, 20 Apr 2010 09:25:35 -0700
Subject: [rt-users] Spreadsheet Custom Fields not Aligned.
In-Reply-To: <n2u8a5c3dac1004200746s8e472dfaz75f160f132f714a8@mail.gmail.com>
References: <t2s8a5c3dac1004191703wfb948ca7lcc8da5d80ac5e878@mail.gmail.com>
	<20100420071755.GA9361@tiger.catnet.dk>
	<u2m8a5c3dac1004200745o431f1dc2ke163804f9c28d315@mail.gmail.com>
	<n2u8a5c3dac1004200746s8e472dfaz75f160f132f714a8@mail.gmail.com>
Message-ID: <t2s8a5c3dac1004200925ud69b5fc4scb232fbb12275109@mail.gmail.com>

Yes that worked perfectly!

Thanks.
Bill

On Tue, Apr 20, 2010 at 07:46, William Graboyes <
william.graboyes at theportalgrp.com> wrote:

> Jesper,
>
> Thanks for the help on that one.  I'll give it a shot as soon as I get to
> work.
>
> On Apr 20, 2010 12:18 AM, "Jesper Henriksen" <jesper at catnet.dk> wrote:
>
> On Mon, Apr 19, 2010 at 05:03:10PM -0700, William Graboyes wrote:
> > We just upgraded our RT system t...
> I ran into that very same problem yesterday, but luckily I did manage to
> find a post that explains a workaround:
> http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg24057.html
>
> Essentially you need to edit /opt/rt3/share/html/Search/Results.tsv line
> 110. Change it from
>
> foreach my $name ( sort { $cf_name_to_pos{$a} <=> $cf_name_to_pos{$a} }
> keys %cf_name_to_pos ) {
>
> .. to ..
>
> foreach my $name ( sort { $cf_name_to_pos{$a} <=> $cf_name_to_pos{$b} }
> keys %cf_name_to_pos ) {
>
> Works for us.
>
> --
> Jesper Henriksen
>
>
> 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 kristian.davies at gmail.com  Tue Apr 20 12:31:36 2010
From: kristian.davies at gmail.com (Kristian Davies)
Date: Tue, 20 Apr 2010 17:31:36 +0100
Subject: [rt-users] Initiate Template via custom scrip action
Message-ID: <h2qace083ea1004200931t73c92c2dxb21a6c6fe7550915@mail.gmail.com>

I've created a scrip:

Condition: User Defined
Action: User Defined
Template: Global Template: Blank
Stage: TransactionCreate

Custom Condition:

my $Transaction = $self->TransactionObj;
my $CreatorId = $Transaction->CreatorObj->Id;

if ( $self->TransactionObj->Type eq "Create" &&
!$self->TicketObj->QueueObj->IsAdminCc($CreatorId) ){
return 1;
}

Custom action prep code:

my $Ticket = $self->TicketObj;
my $newqueue = "23";

$Ticket->SetQueue($newqueue);

Custom action cleanup code:

return 1;


Basically I just need to fire off a template to those requestors who's
tickets are moved via this scrip.


Cheers,
Kristian


From teaves at reflector.com  Tue Apr 20 12:42:12 2010
From: teaves at reflector.com (Tyler Eaves)
Date: Tue, 20 Apr 2010 12:42:12 -0400
Subject: [rt-users] Modification of At a Glance causes loss of default
	items...
Message-ID: <5E06A9E6-B5D3-4A8A-90DB-D1FA8F9B36C5@reflector.com>

If I make any changes to at a glance...to move Bookmarked Tickets to  
the right sidebar for instance, I lose all the default  
portlets...quick search, quick creation, etc.
Tyler Eaves
Programmer
Cooke Communications / The Daily Reflector
252-329-9633

teaves at reflector.com





From rfh at vialtus.com  Tue Apr 20 12:43:21 2010
From: rfh at vialtus.com (Raed El-Hames)
Date: Tue, 20 Apr 2010 17:43:21 +0100
Subject: [rt-users] Initiate Template via custom scrip action
In-Reply-To: <h2qace083ea1004200931t73c92c2dxb21a6c6fe7550915@mail.gmail.com>
References: <h2qace083ea1004200931t73c92c2dxb21a6c6fe7550915@mail.gmail.com>
Message-ID: <4BCDD9A9.3050301@vialtus.com>

Kristian;

What happens if you move your action code to the condition and then make 
you rAction : Notify Requestors with the Template you need ; ie your 
condition will be something like:

Custom Condition:

my $Transaction = $self->TransactionObj;
my $CreatorId = $Transaction->CreatorObj->Id;

if ( $self->TransactionObj->Type eq "Create" &&
!$self->TicketObj->QueueObj->IsAdminCc($CreatorId) ){
  
    my $Ticket = $self->TicketObj;
    my $newqueue = "23";

    $Ticket->SetQueue($newqueue);
    return 1;
}
return undef;


I've  not done this ; but I think will work for what you want.

Roy

Kristian Davies wrote:
> I've created a scrip:
>
> Condition: User Defined
> Action: User Defined
> Template: Global Template: Blank
> Stage: TransactionCreate
>
> Custom Condition:
>
> my $Transaction = $self->TransactionObj;
> my $CreatorId = $Transaction->CreatorObj->Id;
>
> if ( $self->TransactionObj->Type eq "Create" &&
> !$self->TicketObj->QueueObj->IsAdminCc($CreatorId) ){
> return 1;
> }
>
> Custom action prep code:
>
> my $Ticket = $self->TicketObj;
> my $newqueue = "23";
>
> $Ticket->SetQueue($newqueue);
>
> Custom action cleanup code:
>
> return 1;
>
>
> Basically I just need to fire off a template to those requestors who's
> tickets are moved via this scrip.
>
>
> Cheers,
> Kristian
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>   


From kristian.davies at gmail.com  Tue Apr 20 13:12:43 2010
From: kristian.davies at gmail.com (Kristian Davies)
Date: Tue, 20 Apr 2010 18:12:43 +0100
Subject: [rt-users] Initiate Template via custom scrip action
In-Reply-To: <4BCDD9A9.3050301@vialtus.com>
References: <h2qace083ea1004200931t73c92c2dxb21a6c6fe7550915@mail.gmail.com>
	<4BCDD9A9.3050301@vialtus.com>
Message-ID: <w2gace083ea1004201012w2f14517eybb59defddac3e457@mail.gmail.com>

> What happens if you move your action code to the condition and then make you
> rAction : Notify Requestors with the Template you need ; ie your condition
> will be something like:

Thanks for the reply.  I already tried that, but just to sanity check
I tried it again.  No avail.  Requestor doesn't get any emails.

-Kristian


From nicki at artonagroup.com  Tue Apr 20 13:15:21 2010
From: nicki at artonagroup.com (Nick Irvine)
Date: Tue, 20 Apr 2010 10:15:21 -0700
Subject: [rt-users] Queues not showing/updating in QuickCreate box
In-Reply-To: <4BCC2EB3.3010700@ific.uv.es>
References: <4BC8B30A.3090708@artonagroup.com> <4BCC2EB3.3010700@ific.uv.es>
Message-ID: <4BCDE129.8040904@artonagroup.com>

Right you are sir.  Thanks very much.

Nick Irvine
IT and Network Administrator
Artona Group

On 04/19/10 03:21, Carlos Garcia Montoro wrote:
> When a queue is just created, it is not shown sometime. Try to log out
> (perhaps close your browser) and then log in.
>
> Cheers,
> Carlos
>
> Nick Irvine wrote:
>> I've just changed the name of the General queue to "Triage", but this
>> is not reflected in the Quick Create box in RT at a Glance, nor in the
>> "New Ticket in [Combo box]" at the top. Also, I can't select any other
>> Queues in either of these. If I create a new ticket, it does in fact
>> end up in the Triage Queue.
>>
>> Using 3.8 in from Ubuntu Karmic.
>


From kfcrocker at lbl.gov  Tue Apr 20 14:20:10 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 20 Apr 2010 11:20:10 -0700
Subject: [rt-users] CommandByMail question on Status values
Message-ID: <p2he9f825501004201120l707673cfo62f8f8ab239d45cc@mail.gmail.com>

To list,

I have added a couple new values for the Status field via the
RT_SiteConfig.pm file.  However, when I try to update a ticket with one of
those new values, the update is rejected.

Question: How can I update CommandByMail to allow those new Status values?

Thanks.

Kenn
LBNL
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From kae at midnighthax.com  Tue Apr 20 15:39:00 2010
From: kae at midnighthax.com (Keith Edmunds)
Date: Tue, 20 Apr 2010 20:39:00 +0100
Subject: [rt-users] Merge tickets, transaction notification and REST
Message-ID: <20100420203900.4758354a@ws.in.tiger-computing.com>

We have a scrip that runs "On Transaction" and calls an external script,
passing the ticket id. We want to take actions in the external script when
a ticket is merged. If we merge, say, ticket 100 into ticket 200, the
ticket id passed to our external script is 200. How can we find out, via
the REST interface, the ticket id that was merged (100 in this example)?

Frustratingly, going the other way is easy - if we retrieve ticket
information for 100 via the REST interface, ticket 200 is retrieved.

If it helps, here's our scrip (we are not Perl wizards, which may be
stating the obvious when you see the code below: all criticism gratefully
received):

my $tx = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $id = $ticket->id;
my $type = $tx->Type;
my $field = $tx->Field;
my $old = $tx->OldValue;
my $new = $tx->NewValue;

system("wget
'http://localhost/xyz/transaction?rt=$id".'&type='."$type".'&field='."$field".'&old='."$old".'&new='."$new'")

Thanks


From Dave.Close at us.thalesgroup.com  Tue Apr 20 17:05:23 2010
From: Dave.Close at us.thalesgroup.com (CLOSE Dave (DAE))
Date: Tue, 20 Apr 2010 14:05:23 -0700
Subject: [rt-users] Can't locate object method "_Accessible"
Message-ID: <4BCE1713.3030104@us.thalesgroup.com>

My server is running Fedora 8 and was running RT 3.6.5 ok. Most files 
were located in /usr/share/rt3. I have just upgraded to RT 3.8.7 and 
changed the installation directory to /opt/rt3. All references in 
/etc/httpd/conf*/* have been changed to refer to /opt/rt3 but the 
/usr/share/rt3 directory is still present. RT is running on port 8080 to 
avoid conflict with another application.

After the upgrade, RT refuses to run. The log shows this message:

[Fri Apr 16 15:04:34 2010] [error] [client 172.16.100.228] Can't locate
object method "_Accessible" via package "SubscribeDashboard" (perhaps
you forgot to load "SubscribeDashboard"?) at
/usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Record.pm line
423.\nCompilation failed in require at /opt/rt3/bin/../lib/RT.pm line 443.\n

Looking around online, I don't find this specific message referenced 
anywhere. However, similar messages with other methods are quoted. The 
general idea seems to be that something isn't up-to-date as expected. So 
I've run "yum update" on the server and updated everything. I then used 
cpan to update File::Temp since the repositories don't seem to be 
current for that module. After restarting the web server (Apache 2), RT 
still fails in exactly the same way.

Obviously, I'm still missing something simple. Can anyone tell me what?
-- 
Dave Close



From tokumaruy at kvh.co.jp  Wed Apr 21 02:17:01 2010
From: tokumaruy at kvh.co.jp (Yuichiro Tokumaru)
Date: Wed, 21 Apr 2010 15:17:01 +0900
Subject: [rt-users] Multiple owners(approvers) for ticket approval
Message-ID: <20100421151701.627E.9AD9BB4C@kvh.co.jp>


I'm using ticket approval on RT 3.8.4

I would like to set multiple approvers on some tickets of the queue.
The reason is that tickets have to wait for only one owner's back when he is absent.
AdminCC can approve the ticket, but I'm not satisfied with the RT's behavior which is different between Owner and AdminCC.

When I set multiple owners, RT sets the approver to nobody and doesn't work.
Who can set multiple owners(approvers) for ticket approval ?

Regards,
Yuichiro


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From polloxx at gmail.com  Wed Apr 21 05:19:38 2010
From: polloxx at gmail.com (polloxx)
Date: Wed, 21 Apr 2010 11:19:38 +0200
Subject: [rt-users] RTFM gone
In-Reply-To: <DE0B20B18D0AA344BB3A73BA11D206EE131AC7E183@proteus>
References: <l2nd53205811004200715k3df66ff6w680e96d4ff385ddc@mail.gmail.com>
	<DE0B20B18D0AA344BB3A73BA11D206EE131AC7E183@proteus>
Message-ID: <t2yd53205811004210219g502b334eu231c11a7ce27d2d8@mail.gmail.com>

No, that doesn't help.


On Tue, Apr 20, 2010 at 5:15 PM, Michael Finn <mfinn at nbutexas.com> wrote:
> First thing that pops into my mind is the Set(@Plugins,qw(RT::FM)); line. ?There can be only one in the config file -- multiple Set(@Plugins,...) just overwrite what was set on a previous line. ?If you have more than one Set line, consolidate them into one Set statement.
>
> Mike
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of polloxx
> Sent: Tuesday, April 20, 2010 9:15 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] RTFM gone
>
> RTFM seems gone on our RT. Until now it was not used, but I don't see
> the URL any longer at the web interface.
>
> We use RT 3.8.7 and RTFM 2.4.2
> The tables for RTFM are still in the database but surfing to
> RTFM/index.html results in an error:
> "The page you requested could not be found".
> RTFM was installed following the README and Set(@Plugins,qw(RT::FM));
> is included in RT_SiteConfig.pm
>
> Any ideas how to fix this?
>
> Thanks,
> P.
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From polloxx at gmail.com  Wed Apr 21 05:22:59 2010
From: polloxx at gmail.com (polloxx)
Date: Wed, 21 Apr 2010 11:22:59 +0200
Subject: [rt-users] See owner
Message-ID: <h2gd53205811004210222he1eee0a9o45bc298040b3aa3b@mail.gmail.com>

Hi,

Is it possible to configure RT so that everyone can see who owns
certain tickets ?

Thanks,
P.


From girgen at pingpong.net  Wed Apr 21 06:09:33 2010
From: girgen at pingpong.net (Palle Girgensohn)
Date: Wed, 21 Apr 2010 12:09:33 +0200
Subject: [rt-users] after upgrade, RT servers everything in charset 8859-1
Message-ID: <AE12A65C1E0956D7E478CF41@mangostan.pingpong.net>

Hi

After an upgrade of all perl modules that rt depends on, RT converts all 
web pages to iso-8859-1 before presenting them. The http and html headers 
say utf-8, so all diacritical characters are broken in the web browser.

This is also true for the login screen, so it is probably not the database. 
Rather, something in Mason that has changed?

FreeBSD-8.0
FastCGI-2.4.6
PostgreSQL-8.4

No config changes.

Apache config:
---
FastCgiIpcDir /var/run/fastcgi
FastCgiServer /usr/local/bin/mason_handler.fcgi -init-start-delay 3 
-processes 8 -idle-timeout 90

<VirtualHost *:80>
    AddDefaultCharset UTF-8
    AddHandler fastcgi-script fcgi
    ScriptAlias /  /usr/local/bin/mason_handler.fcgi/
---



Any ideas?

Regards,
Palle



$ pkg_info -rx rt-3.8
Information for rt-3.8.6_2:

Depends on:
Dependency: expat-2.0.1_1
Dependency: libssh2-1.2.5,2
Dependency: libgpg-error-1.7
Dependency: libksba-1.0.7
Dependency: libgcrypt-1.4.4
Dependency: ca_root_nss-3.11.9_2
Dependency: perl-5.8.9_3
Dependency: p5-YAML-Tiny-1.41
Dependency: p5-YAML-0.71
Dependency: p5-XML-Parser-2.36_1
Dependency: p5-URI-1.54
Dependency: p5-Text-Wrapper-1.02
Dependency: p5-Text-Template-1.45
Dependency: p5-Text-Reform-1.20
Dependency: p5-Regexp-Common-2010010201
Dependency: p5-Net-SSLeay-1.36
Dependency: p5-Mail-Sendmail-0.79
Dependency: p5-MIME-Types-1.29
Dependency: p5-HTML-Tagset-3.20
Dependency: p5-HTML-Scrubber-0.08
Dependency: p5-HTML-RewriteAttributes-0.03
Dependency: p5-HTML-Parser-3.64
Dependency: p5-HTML-Tree-3.23
Dependency: p5-GSSAPI-0.26
Dependency: p5-Font-AFM-1.20
Dependency: p5-HTML-Format-2.04
Dependency: p5-Email-Address-1.88.9
Dependency: p5-Digest-SHA1-2.12
Dependency: p5-Digest-MD5-2.39
Dependency: p5-Digest-HMAC-1.02
Dependency: p5-CSS-Squish-0.09
Dependency: p5-CGI.pm-3.49,1
Dependency: p5-Authen-SASL-2.14.01
Dependency: p5-Net-1.22_1,1
Dependency: p5-Apache-Session-1.87
Dependency: p5-Try-Tiny-0.04
Dependency: p5-Scalar-List-Utils-1.23,1
Dependency: p5-Text-WikiFormat-0.79
Dependency: p5-List-MoreUtils-0.25.02
Dependency: p5-Error-0.17016
Dependency: png-1.4.1_1
Dependency: jpeg-8_1
Dependency: curl-7.19.6_1
Dependency: pth-2.0.7
Dependency: pkg-config-0.23_1
Dependency: freetype2-2.3.11
Dependency: gd-2.0.35_7,1
Dependency: p5-GD-2.44_2
Dependency: p5-GD-TextUtil-0.86_3
Dependency: p5-GD-Graph-1.44.01_4
Dependency: pcre-8.00
Dependency: p5-version-0.78
Dependency: p5-Text-Autoformat-1.668.001
Dependency: p5-Text-Quoted-2.06
Dependency: p5-Want-0.18
Dependency: p5-UNIVERSAL-require-0.13
Dependency: p5-Tree-Simple-1.18
Dependency: p5-Tree-DAG_Node-1.06
Dependency: p5-TimeDate-1.20,1
Dependency: p5-Mail-Tools-2.06
Dependency: p5-Time-modules-2006.0814
Dependency: p5-Time-HiRes-1.9721,1
Dependency: p5-Test-Simple-0.94
Dependency: p5-Term-ReadKey-2.30
Dependency: p5-Task-Weaken-1.03
Dependency: p5-Sub-Uplevel-0.2200
Dependency: p5-Sub-Name-0.04
Dependency: p5-Sub-Install-0.925
Dependency: p5-Storable-2.21
Dependency: p5-Scope-Guard-0.03
Dependency: p5-ReadLine-Perl-1.0303
Dependency: p5-PerlIO-eol-0.14
Dependency: p5-Params-Validate-0.94
Dependency: p5-Params-Util-1.01
Dependency: p5-Package-Constants-0.02
Dependency: p5-PAR-Dist-0.47
Dependency: p5-Module-Versions-Report-1.06
Dependency: p5-Log-Dispatch-2.26
Dependency: p5-Log-Any-0.11
Dependency: p5-Locale-Maketext-Lexicon-0.79
Dependency: p5-Locale-Maketext-Fuzzy-0.10_1
Dependency: p5-Locale-Maketext-1.13
Dependency: p5-IPC-ShareLite-0.17
Dependency: p5-IO-stringy-2.110
Dependency: p5-IO-String-1.08
Dependency: p5-Heap-0.80
Dependency: p5-Getopt-Long-2.38
Dependency: p5-FreezeThaw-0.50.01
Dependency: p5-File-Temp-0.22
Dependency: p5-File-NFSLock-1.20
Dependency: p5-ExtUtils-ParseXS-2.22.03
Dependency: p5-ExtUtils-CBuilder-0.2703,1
Dependency: p5-Module-Build-0.3601
Dependency: p5-Module-ScanDeps-0.97
Dependency: p5-Errno-1.10
Dependency: p5-Devel-Symdump-2.0800
Dependency: p5-capitalization-0.03
Dependency: p5-Devel-StackTrace-1.22
Dependency: p5-Devel-PPPort-3.19
Dependency: p5-DateTime-Locale-0.45
Dependency: p5-Data-OptList-0.106
Dependency: p5-Sub-Exporter-0.982
Dependency: p5-Devel-GlobalDestruction-0.02
Dependency: p5-Clone-0.31
Dependency: p5-Class-Singleton-1.4
Dependency: p5-DateTime-TimeZone-1.10
Dependency: p5-DateTime-0.55
Dependency: p5-DateTime-Format-W3CDTF-0.05
Dependency: p5-DateTime-Format-Mail-0.30.01
Dependency: p5-XML-RSS-1.47
Dependency: p5-Class-ReturnValue-0.55
Dependency: p5-Class-MethodMaker-2.15
Dependency: p5-Class-Inspector-1.24
Dependency: p5-File-ShareDir-1.02
Dependency: p5-Class-Data-Inheritable-0.08
Dependency: p5-Exception-Class-1.30
Dependency: p5-Class-Container-0.12
Dependency: p5-Class-C3-XS-0.13
Dependency: p5-Class-C3-0.22
Dependency: p5-MRO-Compat-0.11
Dependency: p5-Class-MOP-1.00
Dependency: p5-Moose-1.01
Dependency: p5-Array-Compare-2.01
Dependency: p5-Test-Warn-0.21
Dependency: p5-Class-Accessor-0.34
Dependency: p5-Class-Accessor-Chained-0.01_1
Dependency: p5-Text-vFile-asData-0.05_2
Dependency: p5-Calendar-Simple-1.21
Dependency: p5-Cache-Simple-TimedExpiry-0.27
Dependency: p5-Cache-2.04_1
Dependency: p5-Cache-Cache-1.06
Dependency: p5-HTML-Mason-1.44_1
Dependency: p5-Algorithm-Diff-1.1902
Dependency: p5-Text-Diff-1.37
Dependency: m4-1.4.14,1
Dependency: autoconf-wrapper-20071109
Dependency: autoconf-2.62
Dependency: p5-Data-ICal-0.16_1
Dependency: postgresql-client-8.4.2_1
Dependency: p5-DBI-1.60.9
Dependency: p5-DBIx-DBSchema-0.39
Dependency: p5-DBD-Pg-2.17.1
Dependency: gdbm-1.8.3_3
Dependency: db42-4.2.52_5
Dependency: p5-Encode-2.39
Dependency: p5-DBIx-SearchBuilder-1.56
Dependency: p5-Convert-BinHex-1.119
Dependency: p5-MIME-Tools-5.427_2,2
Dependency: libiconv-1.13.1_1
Dependency: gnupg-2.0.13
Dependency: p5-GnuPG-Interface-0.42
Dependency: apr-gdbm-db42-1.3.8.1.3.9
Dependency: apache-worker-2.2.14_5
Dependency: mod_fastcgi-2.4.6
Dependency: p5-IO-Compress-Base-2.015
Dependency: p5-Compress-Raw-Zlib-2.024
Dependency: p5-IO-Compress-Zlib-2.015
Dependency: p5-Compress-Zlib-2.015
Dependency: p5-libwww-5.834
Dependency: p5-IO-Zlib-1.10
Dependency: p5-Compress-Raw-Bzip2-2.024
Dependency: p5-IO-Compress-Bzip2-2.015
Dependency: p5-Archive-Tar-1.56
Dependency: p5-Module-Install-0.94
Dependency: p5-Parse-BooleanLogic-0.09




From bb+sysadm.rt.user at pingpong.net  Wed Apr 21 06:18:59 2010
From: bb+sysadm.rt.user at pingpong.net (bb+sysadm.rt.user at pingpong.net)
Date: Wed, 21 Apr 2010 12:18:59 +0200 (CEST)
Subject: [rt-users] after upgrade, RT servers everything in charset 8859-1
Message-ID: <AE12A65C1E0956D7E478CF41@mangostan.pingpong.net>

Hi

After an upgrade of all perl modules that rt depends on, RT converts all 
web pages to iso-8859-1 before presenting them. The http and html headers 
say utf-8, so all diacritical characters are broken in the web browser.

This is also true for the login screen, so it is probably not the database. 
Rather, something in Mason that has changed?

FreeBSD-8.0
FastCGI-2.4.6
PostgreSQL-8.4

No config changes.

Apache config:
---
FastCgiIpcDir /var/run/fastcgi
FastCgiServer /usr/local/bin/mason_handler.fcgi -init-start-delay 3 
-processes 8 -idle-timeout 90

<VirtualHost *:80>
    AddDefaultCharset UTF-8
    AddHandler fastcgi-script fcgi
    ScriptAlias /  /usr/local/bin/mason_handler.fcgi/
---



Any ideas?

Regards,
Palle


From girgen at pingpong.net  Wed Apr 21 07:34:37 2010
From: girgen at pingpong.net (Palle Girgensohn)
Date: Wed, 21 Apr 2010 13:34:37 +0200
Subject: [rt-users] after upgrade,
 RT servers everything in charset 8859-1
In-Reply-To: <AE12A65C1E0956D7E478CF41@mangostan.pingpong.net>
References: <AE12A65C1E0956D7E478CF41@mangostan.pingpong.net>
Message-ID: <C5DD1EC79B2B671FED95FF09@mangostan.pingpong.net>

Hi, found the problem, apparently p5-FastCGI-0.71 is bad wrt unicode. 
Downgrading to p5-FastCGI-0.68 did the trick.

Palle

--On 21 april 2010 12.09.33 +0200 Palle Girgensohn <girgen at pingpong.net> 
wrote:

> Hi
>
> After an upgrade of all perl modules that rt depends on, RT converts all
> web pages to iso-8859-1 before presenting them. The http and html headers
> say utf-8, so all diacritical characters are broken in the web browser.
>
> This is also true for the login screen, so it is probably not the
> database. Rather, something in Mason that has changed?
>
> FreeBSD-8.0
> FastCGI-2.4.6
> PostgreSQL-8.4
>
> No config changes.
>
> Apache config:
> ---
> FastCgiIpcDir /var/run/fastcgi
> FastCgiServer /usr/local/bin/mason_handler.fcgi -init-start-delay 3
> -processes 8 -idle-timeout 90
>
> <VirtualHost *:80>
>     AddDefaultCharset UTF-8
>     AddHandler fastcgi-script fcgi
>     ScriptAlias /  /usr/local/bin/mason_handler.fcgi/
> ---
>
>
>
> Any ideas?
>
> Regards,
> Palle
>
>
>
> $ pkg_info -rx rt-3.8
> Information for rt-3.8.6_2:
>
> Depends on:
> Dependency: expat-2.0.1_1
> Dependency: libssh2-1.2.5,2
> Dependency: libgpg-error-1.7
> Dependency: libksba-1.0.7
> Dependency: libgcrypt-1.4.4
> Dependency: ca_root_nss-3.11.9_2
> Dependency: perl-5.8.9_3
> Dependency: p5-YAML-Tiny-1.41
> Dependency: p5-YAML-0.71
> Dependency: p5-XML-Parser-2.36_1
> Dependency: p5-URI-1.54
> Dependency: p5-Text-Wrapper-1.02
> Dependency: p5-Text-Template-1.45
> Dependency: p5-Text-Reform-1.20
> Dependency: p5-Regexp-Common-2010010201
> Dependency: p5-Net-SSLeay-1.36
> Dependency: p5-Mail-Sendmail-0.79
> Dependency: p5-MIME-Types-1.29
> Dependency: p5-HTML-Tagset-3.20
> Dependency: p5-HTML-Scrubber-0.08
> Dependency: p5-HTML-RewriteAttributes-0.03
> Dependency: p5-HTML-Parser-3.64
> Dependency: p5-HTML-Tree-3.23
> Dependency: p5-GSSAPI-0.26
> Dependency: p5-Font-AFM-1.20
> Dependency: p5-HTML-Format-2.04
> Dependency: p5-Email-Address-1.88.9
> Dependency: p5-Digest-SHA1-2.12
> Dependency: p5-Digest-MD5-2.39
> Dependency: p5-Digest-HMAC-1.02
> Dependency: p5-CSS-Squish-0.09
> Dependency: p5-CGI.pm-3.49,1
> Dependency: p5-Authen-SASL-2.14.01
> Dependency: p5-Net-1.22_1,1
> Dependency: p5-Apache-Session-1.87
> Dependency: p5-Try-Tiny-0.04
> Dependency: p5-Scalar-List-Utils-1.23,1
> Dependency: p5-Text-WikiFormat-0.79
> Dependency: p5-List-MoreUtils-0.25.02
> Dependency: p5-Error-0.17016
> Dependency: png-1.4.1_1
> Dependency: jpeg-8_1
> Dependency: curl-7.19.6_1
> Dependency: pth-2.0.7
> Dependency: pkg-config-0.23_1
> Dependency: freetype2-2.3.11
> Dependency: gd-2.0.35_7,1
> Dependency: p5-GD-2.44_2
> Dependency: p5-GD-TextUtil-0.86_3
> Dependency: p5-GD-Graph-1.44.01_4
> Dependency: pcre-8.00
> Dependency: p5-version-0.78
> Dependency: p5-Text-Autoformat-1.668.001
> Dependency: p5-Text-Quoted-2.06
> Dependency: p5-Want-0.18
> Dependency: p5-UNIVERSAL-require-0.13
> Dependency: p5-Tree-Simple-1.18
> Dependency: p5-Tree-DAG_Node-1.06
> Dependency: p5-TimeDate-1.20,1
> Dependency: p5-Mail-Tools-2.06
> Dependency: p5-Time-modules-2006.0814
> Dependency: p5-Time-HiRes-1.9721,1
> Dependency: p5-Test-Simple-0.94
> Dependency: p5-Term-ReadKey-2.30
> Dependency: p5-Task-Weaken-1.03
> Dependency: p5-Sub-Uplevel-0.2200
> Dependency: p5-Sub-Name-0.04
> Dependency: p5-Sub-Install-0.925
> Dependency: p5-Storable-2.21
> Dependency: p5-Scope-Guard-0.03
> Dependency: p5-ReadLine-Perl-1.0303
> Dependency: p5-PerlIO-eol-0.14
> Dependency: p5-Params-Validate-0.94
> Dependency: p5-Params-Util-1.01
> Dependency: p5-Package-Constants-0.02
> Dependency: p5-PAR-Dist-0.47
> Dependency: p5-Module-Versions-Report-1.06
> Dependency: p5-Log-Dispatch-2.26
> Dependency: p5-Log-Any-0.11
> Dependency: p5-Locale-Maketext-Lexicon-0.79
> Dependency: p5-Locale-Maketext-Fuzzy-0.10_1
> Dependency: p5-Locale-Maketext-1.13
> Dependency: p5-IPC-ShareLite-0.17
> Dependency: p5-IO-stringy-2.110
> Dependency: p5-IO-String-1.08
> Dependency: p5-Heap-0.80
> Dependency: p5-Getopt-Long-2.38
> Dependency: p5-FreezeThaw-0.50.01
> Dependency: p5-File-Temp-0.22
> Dependency: p5-File-NFSLock-1.20
> Dependency: p5-ExtUtils-ParseXS-2.22.03
> Dependency: p5-ExtUtils-CBuilder-0.2703,1
> Dependency: p5-Module-Build-0.3601
> Dependency: p5-Module-ScanDeps-0.97
> Dependency: p5-Errno-1.10
> Dependency: p5-Devel-Symdump-2.0800
> Dependency: p5-capitalization-0.03
> Dependency: p5-Devel-StackTrace-1.22
> Dependency: p5-Devel-PPPort-3.19
> Dependency: p5-DateTime-Locale-0.45
> Dependency: p5-Data-OptList-0.106
> Dependency: p5-Sub-Exporter-0.982
> Dependency: p5-Devel-GlobalDestruction-0.02
> Dependency: p5-Clone-0.31
> Dependency: p5-Class-Singleton-1.4
> Dependency: p5-DateTime-TimeZone-1.10
> Dependency: p5-DateTime-0.55
> Dependency: p5-DateTime-Format-W3CDTF-0.05
> Dependency: p5-DateTime-Format-Mail-0.30.01
> Dependency: p5-XML-RSS-1.47
> Dependency: p5-Class-ReturnValue-0.55
> Dependency: p5-Class-MethodMaker-2.15
> Dependency: p5-Class-Inspector-1.24
> Dependency: p5-File-ShareDir-1.02
> Dependency: p5-Class-Data-Inheritable-0.08
> Dependency: p5-Exception-Class-1.30
> Dependency: p5-Class-Container-0.12
> Dependency: p5-Class-C3-XS-0.13
> Dependency: p5-Class-C3-0.22
> Dependency: p5-MRO-Compat-0.11
> Dependency: p5-Class-MOP-1.00
> Dependency: p5-Moose-1.01
> Dependency: p5-Array-Compare-2.01
> Dependency: p5-Test-Warn-0.21
> Dependency: p5-Class-Accessor-0.34
> Dependency: p5-Class-Accessor-Chained-0.01_1
> Dependency: p5-Text-vFile-asData-0.05_2
> Dependency: p5-Calendar-Simple-1.21
> Dependency: p5-Cache-Simple-TimedExpiry-0.27
> Dependency: p5-Cache-2.04_1
> Dependency: p5-Cache-Cache-1.06
> Dependency: p5-HTML-Mason-1.44_1
> Dependency: p5-Algorithm-Diff-1.1902
> Dependency: p5-Text-Diff-1.37
> Dependency: m4-1.4.14,1
> Dependency: autoconf-wrapper-20071109
> Dependency: autoconf-2.62
> Dependency: p5-Data-ICal-0.16_1
> Dependency: postgresql-client-8.4.2_1
> Dependency: p5-DBI-1.60.9
> Dependency: p5-DBIx-DBSchema-0.39
> Dependency: p5-DBD-Pg-2.17.1
> Dependency: gdbm-1.8.3_3
> Dependency: db42-4.2.52_5
> Dependency: p5-Encode-2.39
> Dependency: p5-DBIx-SearchBuilder-1.56
> Dependency: p5-Convert-BinHex-1.119
> Dependency: p5-MIME-Tools-5.427_2,2
> Dependency: libiconv-1.13.1_1
> Dependency: gnupg-2.0.13
> Dependency: p5-GnuPG-Interface-0.42
> Dependency: apr-gdbm-db42-1.3.8.1.3.9
> Dependency: apache-worker-2.2.14_5
> Dependency: mod_fastcgi-2.4.6
> Dependency: p5-IO-Compress-Base-2.015
> Dependency: p5-Compress-Raw-Zlib-2.024
> Dependency: p5-IO-Compress-Zlib-2.015
> Dependency: p5-Compress-Zlib-2.015
> Dependency: p5-libwww-5.834
> Dependency: p5-IO-Zlib-1.10
> Dependency: p5-Compress-Raw-Bzip2-2.024
> Dependency: p5-IO-Compress-Bzip2-2.015
> Dependency: p5-Archive-Tar-1.56
> Dependency: p5-Module-Install-0.94
> Dependency: p5-Parse-BooleanLogic-0.09
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com






From ipellew at yahoo.com  Wed Apr 21 07:56:38 2010
From: ipellew at yahoo.com (Ian Pellew)
Date: Wed, 21 Apr 2010 04:56:38 -0700 (PDT)
Subject: [rt-users] Queue q
Message-ID: <405708.29092.qm@web38901.mail.mud.yahoo.com>

Is there anythinng special about __Approvals Queue ?
Should it be enabled ?


      


From Simon.Dray at antplc.com  Wed Apr 21 09:16:07 2010
From: Simon.Dray at antplc.com (Simon Dray)
Date: Wed, 21 Apr 2010 14:16:07 +0100
Subject: [rt-users] Queue q
In-Reply-To: <405708.29092.qm@web38901.mail.mud.yahoo.com>
References: <405708.29092.qm@web38901.mail.mud.yahoo.com>
Message-ID: <721317375f6d82c1394e98b15cdc84432043f999@localhost>

Its only special if you are using the Approvals module

-----Original Message-----
From: Ian Pellew [mailto:ipellew at yahoo.com] 
Sent: 21 April 2010 12:57
To: RT List
Subject: [rt-users] Queue q

Is there anythinng special about __Approvals Queue ?
Should it be enabled ?


      

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


From Evan.Leon at mtvn.com  Wed Apr 21 11:02:06 2010
From: Evan.Leon at mtvn.com (Lucchesi Leon, Evan)
Date: Wed, 21 Apr 2010 11:02:06 -0400
Subject: [rt-users] Scrip for replying to a resolved ticket, scrip results
Message-ID: <73ECA8C5BD37A74FA92238DB72979C9805E27107@TWOADAYS.mtvn.ad.viacom.com>

Hi all, two questions that I haven't been able to find answers to after
a few hours of searching and reading through code:

(For reference I use RT 3.8.4 right now)

1) I'd like to set up a scrip that will correspond with a template when
someone replies to a ticket that has been resolved.  I have tried a
number of different things to try and only send the reply to the person
who sent the correspondence, but I gave up and decided I'd be happy if
it would just autoreply to all requestors and CCs with my template when
someone replies to it and it's resolved.  So the most recent scrip I
have tried is the simplest, and doesn't seem to do anything.  Can anyone
tell me what I'm doing wrong?

Condition: User Defined
Action: Autoreply to Requestors and Ccs
Template: Global template: Autoreply to Resolved
Stage: TransactionCreate

Custom Condition:
return 0 unless ($self->TransactionObj->Type eq "Correspond" &&
$self->TicketObj->Status eq "Resolved");
return 1;

2) We have a number of custom scrips in our RT installation, many of
which perform transactions themselves - for example, when a ticket's
queue is changed from A to B, make sure X and Y custom fields are set,
if they aren't, put the ticket back in A.  The actual line to move the
ticket back is

my ($retcode, $msg) = $self->TicketObj->SetQueue($original_queue);

The problem is, when you go to actually move the ticket to B, and it
gets moved back to A by the scrip, the "Results" section at the top of
the page only displays that it moved the ticket from A to B, and without
looking at the queue you'd have no idea that it was automatically moved
back for you.

So is it possible to either
- Rewrite my line of code above to record the standard "Ticket moved
from A to B" message in the Results section, or
- (preferred) Inject arbitrary text in to this Results box so I can add
my own explanation to the user as to what happened and why?

Thanks for your time, let me know if I can provide any more information
on any of this.

Evan



This email (including any attachments) is for its intended-recipient's
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From gleduc at mail.sdsu.edu  Wed Apr 21 11:53:43 2010
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Wed, 21 Apr 2010 08:53:43 -0700
Subject: [rt-users] Scrip for replying to a resolved ticket,
	scrip results
In-Reply-To: <73ECA8C5BD37A74FA92238DB72979C9805E27107@TWOADAYS.mtvn.ad.viacom.com>
References: <73ECA8C5BD37A74FA92238DB72979C9805E27107@TWOADAYS.mtvn.ad.viacom.com>
Message-ID: <4BCF1F87.5070704@mail.sdsu.edu>

Hi Evan,

On 4/21/2010 8:02 AM, Lucchesi Leon, Evan wrote:
> Hi all, two questions that I haven't been able to find answers to after
> a few hours of searching and reading through code:
>
> (For reference I use RT 3.8.4 right now)
>
> 1) I'd like to set up a scrip that will correspond with a template when
> someone replies to a ticket that has been resolved. I have tried a
> number of different things to try and only send the reply to the person
> who sent the correspondence, but I gave up and decided I'd be happy if
> it would just autoreply to all requestors and CCs with my template when
> someone replies to it and it's resolved. So the most recent scrip I have
> tried is the simplest, and doesn't seem to do anything. Can anyone tell
> me what I'm doing wrong?
>
> Condition: User Defined
> Action: Autoreply to Requestors and Ccs
> Template: Global template: Autoreply to Resolved
> Stage: TransactionCreate
>
> Custom Condition:
> return 0 unless ($self->TransactionObj->Type eq "Correspond" &&
> $self->TicketObj->Status eq "Resolved");
> return 1;

I don't know whether it matters, but I always use lowercase for 
TicketObj->Status because that's how it's stored in the database (in 
3.6.3).  I have a similar scrip (but with additional conditions) and it 
works using "Correspond" and "resolved".

If changing the case doesn't work, putting $RT::Logger->debug("Myscrip 
Status=" . $self->TicketObj->Status . ", Type=" . 
$self->TransactionObj->Type) as your first line might help you figure 
out what is going on.

Gene


From rfh at vialtus.com  Wed Apr 21 12:03:33 2010
From: rfh at vialtus.com (Raed El-Hames)
Date: Wed, 21 Apr 2010 17:03:33 +0100
Subject: [rt-users] Scrip for replying to a resolved ticket,
	scrip results
In-Reply-To: <73ECA8C5BD37A74FA92238DB72979C9805E27107@TWOADAYS.mtvn.ad.viacom.com>
References: <73ECA8C5BD37A74FA92238DB72979C9805E27107@TWOADAYS.mtvn.ad.viacom.com>
Message-ID: <4BCF21D5.6000608@vialtus.com>

Hi Evan;

I think Gene answered 1;
For 2 I have something similar, but what I do on failure is to submit a 
comment to the ticket with an explanation why the queue move have failed.
As far as I know the text in the Results section @results is 
generated/built while processing the actions , and cannot be injected into.


Regards;
Roy

Lucchesi Leon, Evan wrote:
>
> Hi all, two questions that I haven't been able to find answers to 
> after a few hours of searching and reading through code:
>
> (For reference I use RT 3.8.4 right now)
>
> 1) I'd like to set up a scrip that will correspond with a template 
> when someone replies to a ticket that has been resolved.  I have tried 
> a number of different things to try and only send the reply to the 
> person who sent the correspondence, but I gave up and decided I'd be 
> happy if it would just autoreply to all requestors and CCs with my 
> template when someone replies to it and it's resolved.  So the most 
> recent scrip I have tried is the simplest, and doesn't seem to do 
> anything.  Can anyone tell me what I'm doing wrong?
>
> Condition: User Defined
> Action: Autoreply to Requestors and Ccs
> Template: Global template: Autoreply to Resolved
> Stage: TransactionCreate
>
> Custom Condition:
> return 0 unless ($self->TransactionObj->Type eq "Correspond" && 
> $self->TicketObj->Status eq "Resolved");
> return 1;
>
> 2) We have a number of custom scrips in our RT installation, many of 
> which perform transactions themselves - for example, when a ticket's 
> queue is changed from A to B, make sure X and Y custom fields are set, 
> if they aren't, put the ticket back in A.  The actual line to move the 
> ticket back is
>
> my ($retcode, $msg) = $self->TicketObj->SetQueue($original_queue);
>
> The problem is, when you go to actually move the ticket to B, and it 
> gets moved back to A by the scrip, the "Results" section at the top of 
> the page only displays that it moved the ticket from A to B, and 
> without looking at the queue you'd have no idea that it was 
> automatically moved back for you.
>
> So is it possible to either
> - Rewrite my line of code above to record the standard "Ticket moved 
> from A to B" message in the Results section, or
> - (preferred) Inject arbitrary text in to this Results box so I can 
> add my own explanation to the user as to what happened and why?
>
> Thanks for your time, let me know if I can provide any more 
> information on any of this.
>
> Evan
>
> This email (including any attachments) is for its intended-recipient's
> use only. This email may contain information that is confidential or
> privileged.  If you received this email in error, please immediately
> advise the sender by replying to this email and then delete this message
> from your system.  For further information and disclaimers that apply to
> this email, see [http://www.viacom.com/termsofuse/Pages/default.aspx].
>   


From Evan.Leon at mtvn.com  Wed Apr 21 12:06:18 2010
From: Evan.Leon at mtvn.com (Lucchesi Leon, Evan)
Date: Wed, 21 Apr 2010 12:06:18 -0400
Subject: [rt-users] Scrip for replying to a resolved ticket,
	scrip results
In-Reply-To: <4BCF21D5.6000608@vialtus.com>
References: <73ECA8C5BD37A74FA92238DB72979C9805E27107@TWOADAYS.mtvn.ad.viacom.com>
	<4BCF21D5.6000608@vialtus.com>
Message-ID: <73ECA8C5BD37A74FA92238DB72979C9805E27148@TWOADAYS.mtvn.ad.viacom.com>

Yes, Gene's answer solved #1 (Thanks Gene!)

I had tried a number of different combinations of values but didn't hit
on the right one.  Thanks for the tip about logging the parameters too,
usually I do that sort of debugging by adding a comment to a ticket in
my test environment but this may work better for me.

As for #2, we already do submit a comment to the ticket explaining what
happened, but for various procedural reasons it was requested that we
display the action more prominently to people using the web interface.
I'll play around and see if I can add anything to @results, but if
anyone else has any suggestions that would be appreciated.

Evan

-----Original Message-----
From: Raed El-Hames [mailto:rfh at vialtus.com] 
Sent: Wednesday, April 21, 2010 12:04 PM
To: Lucchesi Leon, Evan
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Scrip for replying to a resolved ticket, scrip
results

Hi Evan;

I think Gene answered 1;
For 2 I have something similar, but what I do on failure is to submit a
comment to the ticket with an explanation why the queue move have
failed.
As far as I know the text in the Results section @results is
generated/built while processing the actions , and cannot be injected
into.


Regards;
Roy

Lucchesi Leon, Evan wrote:
>
> Hi all, two questions that I haven't been able to find answers to 
> after a few hours of searching and reading through code:
>
> (For reference I use RT 3.8.4 right now)
>
> 1) I'd like to set up a scrip that will correspond with a template 
> when someone replies to a ticket that has been resolved.  I have tried

> a number of different things to try and only send the reply to the 
> person who sent the correspondence, but I gave up and decided I'd be 
> happy if it would just autoreply to all requestors and CCs with my 
> template when someone replies to it and it's resolved.  So the most 
> recent scrip I have tried is the simplest, and doesn't seem to do 
> anything.  Can anyone tell me what I'm doing wrong?
>
> Condition: User Defined
> Action: Autoreply to Requestors and Ccs
> Template: Global template: Autoreply to Resolved
> Stage: TransactionCreate
>
> Custom Condition:
> return 0 unless ($self->TransactionObj->Type eq "Correspond" && 
> $self->TicketObj->Status eq "Resolved"); return 1;
>
> 2) We have a number of custom scrips in our RT installation, many of 
> which perform transactions themselves - for example, when a ticket's 
> queue is changed from A to B, make sure X and Y custom fields are set,

> if they aren't, put the ticket back in A.  The actual line to move the

> ticket back is
>
> my ($retcode, $msg) = $self->TicketObj->SetQueue($original_queue);
>
> The problem is, when you go to actually move the ticket to B, and it 
> gets moved back to A by the scrip, the "Results" section at the top of

> the page only displays that it moved the ticket from A to B, and 
> without looking at the queue you'd have no idea that it was 
> automatically moved back for you.
>
> So is it possible to either
> - Rewrite my line of code above to record the standard "Ticket moved 
> from A to B" message in the Results section, or
> - (preferred) Inject arbitrary text in to this Results box so I can 
> add my own explanation to the user as to what happened and why?
>
> Thanks for your time, let me know if I can provide any more 
> information on any of this.
>
> Evan
>
> This email (including any attachments) is for its intended-recipient's

> use only. This email may contain information that is confidential or 
> privileged.  If you received this email in error, please immediately 
> advise the sender by replying to this email and then delete this 
> message from your system.  For further information and disclaimers 
> that apply to this email, see
[http://www.viacom.com/termsofuse/Pages/default.aspx].
>   



This email (including any attachments) is for its intended-recipient's
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From ngeron at corenap.com  Wed Apr 21 13:48:54 2010
From: ngeron at corenap.com (Nick Geron)
Date: Wed, 21 Apr 2010 12:48:54 -0500
Subject: [rt-users] Large Queue size problems
In-Reply-To: <20100420160916.GG16397@bestpractical.com>
References: <4BCCE20A.5@corenap.com> <20100420160916.GG16397@bestpractical.com>
Message-ID: <4BCF3A86.1030506@corenap.com>

On 4/20/2010 11:09 AM, Jesse Vincent wrote:
>
>
> On Mon, Apr 19, 2010 at 06:06:50PM -0500, Nick Geron wrote:
>    
>> Hi all,
>>
>> Our company currently runs RT for customer support interactions as
>> well as a central email abuse reporting system for customer IP
>> blocks.  Recently we setup a feedback system with a large hosted
>> mail provider and we saw the level of incoming abuse/spam reports
>> increase to 10s of thousands a day.  I have been trying to identify
>> the source of an issue that essentially boils down to this:  When
>> our RT queues are 'large' (over 100K tickets) the UI struggles to
>> complete operations or consumes all system resources.
>>      
> That's actually a known issue with the "next" and "prev" button mapping
> on the ticket pages.  My coworker Ruslan tells me that we've actually
> got a fix for it in 3.8.8RC2.
>
> Can you try out 3.8.8RC2 and tell me if that fixes it for you?
>
> Best,
> Jesse
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>    

I've just gotten 3.8.8RC2 running and, yes, the issue appears to have 
been corrected.  Loading tickets from the large queue's new/open search 
results page now brings up the ticket page quickly.  Thanks for the help.

-Nick Geron



From kfcrocker at lbl.gov  Wed Apr 21 13:49:21 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 21 Apr 2010 10:49:21 -0700
Subject: [rt-users] CommandByMail security
Message-ID: <r2je9f825501004211049k5930b5e3q10f665a66916f891@mail.gmail.com>

To list,

We're discovering that even though we have set rights in a Queue for
"CreateTicket" for only 1 person, it seems like anyone can create a ticket
when we have CommandByMail turned on. I have checked the global rights and
the queue rights and I had someone without that right create a ticket.

Is that way it is supposed to work?

Kenn
LBNL
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From rt at northpb.com  Wed Apr 21 13:53:28 2010
From: rt at northpb.com (Dan O'Neill)
Date: Wed, 21 Apr 2010 10:53:28 -0700
Subject: [rt-users] Need to decode session data or session id information
Message-ID: <4BCF3B98.8000806@northpb.com>

Hi,

We're using RT 3.8.4 and on several occasions RT is storing session data 
that is extremely large.  Here is a query from our system this morning.

rt3=# select lastupdated, length(a_session) from sessions where 
lastupdated >= '2010-04-21' order by  length(a_session) desc limit 3;
         lastupdated         |  length
----------------------------+----------
  2010-04-21 13:29:15.175317 | 99067236
  2010-04-21 06:17:13.315054 |   369098
  2010-04-21 17:31:02.568494 |    59882
(3 rows)

Can someone provide me with a snippet of code that can decode and dump 
the session id or the a_session data block so that I can figure out who 
or what is causing this to occur?

Thanks,

Dan


From ruslan.zakirov at gmail.com  Wed Apr 21 15:43:13 2010
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 21 Apr 2010 23:43:13 +0400
Subject: [rt-users] Need to decode session data or session id information
In-Reply-To: <4BCF3B98.8000806@northpb.com>
References: <4BCF3B98.8000806@northpb.com>
Message-ID: <r2g589c94401004211243u62165351ld8e73ef2de8663fb@mail.gmail.com>

Hello Dan,

The script you're looking for is part of RT-Extensions-Utils, but I
know what in those sessions. Some of your users searched for tickets
and RT found too many of them, so there is now big map for 'first',
'next', 'prev' and 'last' links in the session. RT 3.8.8 has really
good improvement in that area, we now store only part of the map and
size of the map can be controlled from the RT config.

I would suggest you to test RT 3.8.8 RC3 to make sure there is no
regressions that will stop you from upgrading to RT 3.8.8.

On Wed, Apr 21, 2010 at 9:53 PM, Dan O'Neill <rt at northpb.com> wrote:
> Hi,
>
> We're using RT 3.8.4 and on several occasions RT is storing session data
> that is extremely large. ?Here is a query from our system this morning.
>
> rt3=# select lastupdated, length(a_session) from sessions where lastupdated
>>= '2010-04-21' order by ?length(a_session) desc limit 3;
> ? ? ? ?lastupdated ? ? ? ? | ?length
> ----------------------------+----------
> ?2010-04-21 13:29:15.175317 | 99067236
> ?2010-04-21 06:17:13.315054 | ? 369098
> ?2010-04-21 17:31:02.568494 | ? ?59882
> (3 rows)
>
> Can someone provide me with a snippet of code that can decode and dump the
> session id or the a_session data block so that I can figure out who or what
> is causing this to occur?
>
> Thanks,
>
> Dan
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From kfcrocker at lbl.gov  Wed Apr 21 16:39:04 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 21 Apr 2010 13:39:04 -0700
Subject: [rt-users] CommandByMail problem
Message-ID: <h2qe9f825501004211339y3d3ba9fbm8a58281241031654@mail.gmail.com>

Sorry, this was to go to the list as well,

Ruslan,

Maybe you can help me here. I have been testing 3.87 with great success and
am ready to install into production. Then someone noticed a problem I had
not tested for (shame on me). It seems that when we turn on CommandByMail,
two things happen that seem to be wrong:

1) Email from any RT User creates a ticket in a queue, EVEN when the right
"CreateTicket" has NOT been applied to that User/group/role/Sys group for
that Queue. It still gets in and becomes a ticket. I checked the rights on
this VERY thoroughly.
2) Email from NON-RT Users and NON-LDAP Users gets sent back to the "from"
address in a never-ending loop.

I know how to turn off the loop, by temporarily turning off "TakeAction:"
from the Plugin and then bouncing RT.

The two questions I have are:

1) How do I get the Queue rights (for "CreateTicket") to be respected by
CBM?
2) How do I get the never-ending email loop to NOT initiate in the first
place?

This is becoming a rapidly growing concern among my management.

Your help in this matter will be greatly appreciated.

Thanks.

Kenn
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From jfearn at redhat.com  Thu Apr 22 03:09:07 2010
From: jfearn at redhat.com (Jeffrey Fearn)
Date: Thu, 22 Apr 2010 17:09:07 +1000
Subject: [rt-users] GPG issue on RHEL5 + RT 3.8.7
Message-ID: <4BCFF613.9030007@redhat.com>

Hi, I'm testing the GPG stuff on RHEL5 + RT 3.8.7, mainly for signature 
verification, but I'm getting the following error:

Apr 22 16:53:01 rt-stage RT: logger for 'dude at exampls.com': gpg: error 
reading key: public key not found 
(/usr/lib/perl5/vendor_perl/5.8.8/RT/Crypt/GnuPG.pm:2077)

I added the "logger for 'dude at exampls.com':" string just to make sure 
the email was being set properly.

RT_SiteConfig settings:

Set( %GnuPG,
     Enable => 1,
     OutgoingMessagesFormat => 'RFC', # Inline
     AllowEncryptDataInDB   => 0,
     RejectOnMissingPrivateKey => 1,
     RejectOnBadData           => 1,
);

Set(%GnuPGOptions,
     'no-permission-warning' => undef,
     homedir => '/usr/share/rt3/gpg',
);

Set(@Plugins,(qw( RT::Interface::Email::Auth::MailFrom 
RT::Interface::Email::Auth::GnuPG )));

I don't get any other errors from GnuPG, so I'm pretty sure it's all 
configured properly.

I find a public key if I run gpg on the command line:

gpg --no-permission-warning --homedir=/usr/share/rt3/gpg 
--list-public-keys dude at example.com
pub   1024D/684EFF04 2010-01-18
uid                  Dude <dude at example.com>
sub   2048g/FFE5A290 2010-01-18

Any help, much appreciated.

Here is the module list installed.

Perl v5.8.8 under linux
   Apache2::CmdParms v2.000004;
   Apache2::Const v2.000004;
   Apache2::Directive v2.000004;
   Apache2::Log v2.000004;
   Apache2::PerlSections v2.00;
   Apache2::RequestIO v2.000004;
   Apache2::RequestRec v2.000004;
   Apache2::RequestUtil v2.000004;
   Apache2::Response v2.000004;
   Apache2::ServerRec v2.000004;
   Apache2::ServerUtil v2.000004;
   Apache2::Status v4.00;
   Apache::DB v0.14;
   Apache::DProf v0.08;
   Apache::Session v1.86;
   Apache::Session::Generate::MD5 v2.1;
   Apache::Session::Lock::MySQL v1.01;
   Apache::Session::MySQL v1.01;
   Apache::Session::Serialize::Storable v1.01;
   Apache::Session::Store::DBI v1.02;
   Apache::Session::Store::MySQL v1.04;
   APR v0.009000;
   APR::Pool v0.009000;
   APR::Table v0.009000;
   AutoLoader v5.60;
   base v2.07;
   bytes v1.02;
   Cache::Simple::TimedExpiry v0.27;
   Carp v1.04;
   CGI v3.15;
   CGI::Cookie v1.26;
   CGI::Util v1.5;
   Class::Accessor v0.31;
   Class::Accessor::Fast v0.31;
   Class::Container v0.12;
   Class::Data::Inheritable v0.08;
   Class::Inspector v1.21_01;
   Class::ISA v0.33;
   Class::MethodMaker v2.08;
   Class::MethodMaker::Engine v2.08;
   Class::ReturnValue v0.55;
   Class::Struct v0.63;
   Clone v0.27;
   constant v1.05;
   Cwd v3.12;
   Data::Dumper v2.121_08;
   Date::Format v2.22;
   Date::Parse v2.27;
   DateTime v0.4304;
   DateTime::Locale v0.41;
   DateTime::TimeZone v0.7904;
   DateTime::TimeZone::Floating v0.01;
   DateTime::TimeZone::Local v0.01;
   DateTime::TimeZone::OffsetOnly v0.02;
   DateTime::TimeZone::UTC v0.01;
   DBD::mysql v4.008;
   DBI v1.52;
   DBIx::SearchBuilder v1.56;
   DBIx::SearchBuilder::Union v0;
   DBIx::SearchBuilder::Unique v0.01;
   Devel::StackTrace v1.22;
   Devel::StackTraceFrame v1.22;
   Digest::base v1.00;
   Digest::MD5 v2.36;
   DynaLoader v1.05;
   Email::Address v1.889;
   Encode v2.37;
   Encode::Alias v2.12;
   Encode::Config v2.05;
   Encode::Encoding v2.05;
   English v1.02;
   Errno v1.0901;
   Exception::Class v1.26;
   Exception::Class::Base v1.2;
   Exporter v5.58;
   Exporter::Heavy v5.58;
   Fatal v1.03;
   Fcntl v1.05;
   File::Basename v2.74;
   File::Glob v1.05;
   File::Path v1.08;
   File::ShareDir v1.00;
   File::Spec v3.12;
   File::Spec::Unix v1.5;
   File::Temp v0.22;
   FileHandle v2.01;
   GD v2.41;
   GD::Image v2.27;
   GnuPG::Interface v0.33;
   GraphViz v2.03;
   HTML::Element v3.23;
   HTML::Entities v1.35;
   HTML::Formatter v2.04;
   HTML::FormatText v2.04;
   HTML::Mason v1.40;
   HTML::Mason::ApacheHandler v1.69;
   HTML::Mason::Exception v1.1;
   HTML::Mason::Exception::Abort v1.1;
   HTML::Mason::Exception::Compilation v1.1;
   HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1;
   HTML::Mason::Exception::Compiler v1.1;
   HTML::Mason::Exception::Decline v1.1;
   HTML::Mason::Exception::Params v1.1;
   HTML::Mason::Exception::Syntax v1.1;
   HTML::Mason::Exception::System v1.1;
   HTML::Mason::Exception::TopLevelNotFound v1.1;
   HTML::Mason::Exception::VirtualMethod v1.1;
   HTML::Mason::Exceptions v1.43;
   HTML::Parser v3.55;
   HTML::Scrubber v0.08;
   HTML::Tagset v3.10;
   HTML::TreeBuilder v3.23;
   I18N::LangTags v0.35;
   I18N::LangTags::Detect v1.03;
   integer v1.00;
   IO v1.22;
   IO::File v1.13;
   IO::Handle v1.25;
   IO::InnerFile v2.110;
   IO::Lines v2.110;
   IO::ScalarArray v2.110;
   IO::Seekable v1.1;
   IO::WrapTie v2.110;
   IPC::Open2 v1.02;
   IPC::Open3 v1.02;
   IPC::Run v0.80;
   List::MoreUtils v0.22;
   List::Util v1.21;
   Locale::Maketext v1.09;
   Locale::Maketext::Fuzzy v0.10;
   Locale::Maketext::Lexicon v0.62;
   Locale::Maketext::Lexicon::Gettext v0.15;
   Log::Dispatch v2.20;
   Log::Dispatch::Base v1.09;
   Log::Dispatch::File v1.22;
   Log::Dispatch::Output v1.26;
   Log::Dispatch::Screen v1.17;
   Log::Dispatch::Syslog v1.18;
   Mail::Address v2.04;
   Mail::Field v2.04;
   Mail::Field::AddrList v2.04;
   Mail::Field::Date v2.04;
   Mail::Field::Generic v2.04;
   Mail::Header v2.04;
   Mail::Internet v2.04;
   Mail::Mailer v2.04;
   Mail::Util v2.04;
   MIME::Base64 v3.07;
   MIME::Body v5.427;
   MIME::Decoder v5.427;
   MIME::Entity v5.427;
   MIME::Field::ContDisp v5.427;
   MIME::Field::ConTraEnc v5.427;
   MIME::Field::ContType v5.427;
   MIME::Field::ParamVal v5.427;
   MIME::Head v5.427;
   MIME::Parser v5.427;
   MIME::QuotedPrint v3.07;
   MIME::Tools v5.427;
   MIME::Words v5.427;
   mod_perl v2.000004;
   mod_perl2 v2.000004;
   ModPerl::Const v2.000004;
   Module::Refresh v0.13;
   Module::Versions::Report v1.06;
   overload v1.04;
   Params::Util v0.25;
   Params::Validate v0.91;
   POSIX v1.09;
   re v0.05;
   Regexp::Common v2.120;
   Regexp::Common::delimited v2.104;
   RT v3.8.7;
   RT::EngOps v0.1;
   RT::Flot v0.6;
   RT::FM v2.4.2;
   RT::Interface::Email v2;
   RT::Interface::Web::Request v0.30;
   RTx::ManageUserTickets v0.3;
   Scalar::Util v1.21;
   SelectSaver v1.01;
   Socket v1.78;
   Storable v2.15;
   strict v1.03;
   Symbol v1.06;
   Sys::Syslog v0.27;
   Text::Template v1.44;
   Text::Wrapper v1.01;
   Time::HiRes v1.9717;
   Time::JulianDay v2003.1125;
   Time::Local v1.11;
   Time::ParseDate v2003.1126;
   Time::Timezone v2003.0211;
   Time::Zone v2.22;
   UNIVERSAL v1.01;
   UNIVERSAL::require v0.11;
   URI v1.35;
   URI::Escape v3.28;
   utf8 v1.06;
   vars v1.01;
   warnings v1.05;
   warnings::register v1.01;
   XSLoader v0.06;



From jfearn at redhat.com  Thu Apr 22 03:22:08 2010
From: jfearn at redhat.com (Jeffrey Fearn)
Date: Thu, 22 Apr 2010 17:22:08 +1000
Subject: [rt-users] GPG issue on RHEL5 + RT 3.8.7
In-Reply-To: <4BCFF613.9030007@redhat.com>
References: <4BCFF613.9030007@redhat.com>
Message-ID: <4BCFF920.8060805@redhat.com>

Jeffrey Fearn wrote:
> Hi, I'm testing the GPG stuff on RHEL5 + RT 3.8.7, mainly for signature 
> verification, but I'm getting the following error:
> 
> Apr 22 16:53:01 rt-stage RT: logger for 'dude at exampls.com': gpg: error 
> reading key: public key not found 
> (/usr/lib/perl5/vendor_perl/5.8.8/RT/Crypt/GnuPG.pm:2077)
> 
> I added the "logger for 'dude at exampls.com':" string just to make sure 
> the email was being set properly.

Just a note that the email address got munged hiding the real one used, 
it matches on the server :}

Cheers, Jeff.


From jesse at bestpractical.com  Thu Apr 22 03:28:43 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 22 Apr 2010 03:28:43 -0400
Subject: [rt-users] Need to decode session data or session id information
In-Reply-To: <4BCF3B98.8000806@northpb.com>
References: <4BCF3B98.8000806@northpb.com>
Message-ID: <20100422072843.GE3474@bestpractical.com>




On Wed, Apr 21, 2010 at 10:53:28AM -0700, Dan O'Neill wrote:
> Hi,
> 
> We're using RT 3.8.4 and on several occasions RT is storing session
> data that is extremely large.  Here is a query from our system this
> morning.

Can you see if RT 3.8.8RC2 improves matters for you?
 
> rt3=# select lastupdated, length(a_session) from sessions where
> lastupdated >= '2010-04-21' order by  length(a_session) desc limit
> 3;
>         lastupdated         |  length
> ----------------------------+----------
>  2010-04-21 13:29:15.175317 | 99067236
>  2010-04-21 06:17:13.315054 |   369098
>  2010-04-21 17:31:02.568494 |    59882
> (3 rows)
> 
> Can someone provide me with a snippet of code that can decode and
> dump the session id or the a_session data block so that I can figure
> out who or what is causing this to occur?
> 
> Thanks,
> 
> Dan
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

-- 


From manohar.r at glowtouch.com  Thu Apr 22 03:59:35 2010
From: manohar.r at glowtouch.com (H Manohar Rayker)
Date: Thu, 22 Apr 2010 13:29:35 +0530
Subject: [rt-users] Loggin in RT.
Message-ID: <20100422080640.0EAA12405D7@hipster.bestpractical.com>

Hi,

 

How can I log every operations happening in background in RT? Right now I
get only the logs of the cleaned up sessions which I would be doing once a
month. Nothing more than that.

 

Also is there a way to have a persistant log file so that even if you
restart the web server the log file wont terminate in between . i.e, when I
refer the apache.error file I get the following entries.

 

 

[Wed Aug 19 17:56:03 2009] [info] [client 192.168.0.145] (32)Broken pipe:
client stopped connection before rwrite completed

[Wed Aug 19 17:56:03 2009] [debug] Apache.c(364): (32)Broken pipe: mod_perl:
rwrite returned -1 (fd=3, B_EOUT=8)\n

[Wed Aug 19 19:14:59 2009] [error] Log file '/opt/rt3/var/log/rt.log'
couldn't be written or created.\n RT can't run. at /opt/rt3/bin/../lib/RT.pm
line 318.\n

[Wed Aug 19 19:16:21 2009] [error] Log file '/opt/rt3/var/log/rt.log'
couldn't be written or created.\n RT can't run. at /opt/rt3/bin/../lib/RT.pm
line 318.\n

[Wed Aug 19 19:16:25 2009] [error] Log file '/opt/rt3/var/log/rt.log'
couldn't be written or created.\n RT can't run. at /opt/rt3/bin/../lib/RT.pm
line 318.\n

[Wed Aug 19 19:17:31 2009] [error] Log file '/opt/rt3/var/log/rt.log'
couldn't be written or created.\n RT can't run. at /opt/rt3/bin/../lib/RT.pm
line 318.\n

[Wed Aug 19 19:17:43 2009] [error] Log file '/opt/rt3/var/log/rt.log'
couldn't be written or created.\n RT can't run. at /opt/rt3/bin/../lib/RT.pm
line 318.\n

[Wed Aug 19 19:19:30 2009] [error] Log file '/opt/rt3/var/log/rt.log'
couldn't be written or created.\n RT can't run. at /opt/rt3/bin/../lib/RT.pm
line 318.\n

[Wed Aug 19 19:21:48 2009] [error] Log file '/opt/rt3/var/log/rt.log'
couldn't be written or created.\n RT can't run. at /opt/rt3/bin/../lib/RT.pm
line 318.\n

[Wed Aug 19 19:23:06 2009] [error] Log file '/opt/rt3/var/log/rt.log'
couldn't be written or created.\n RT can't run. at /opt/rt3/bin/../lib/RT.pm
line 318.\n

[Wed Aug 19 19:24:23 2009] [error] Log file '/opt/rt3/var/log/rt.log'
couldn't be written or created.\n RT can't run. at /opt/rt3/bin/../lib/RT.pm
line 318.\n

[Wed Aug 19 19:24:23 2009] [info] [client 192.168.0.145] (32)Broken pipe:
client stopped connection before rflush completed

 

After this I cleaned up the old sessions of RT and then RT logging starts
fine. Is there way to combine these events in RT log instead of apache.error
file?

 

Thanks

Manohar

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From jeevan.pk at gmail.com  Thu Apr 22 07:29:09 2010
From: jeevan.pk at gmail.com (JEEVAN P K)
Date: Thu, 22 Apr 2010 16:59:09 +0530
Subject: [rt-users] RT E-mail Issue
Message-ID: <k2wc9dc59a11004220429ke9551861g2064c9d160ddf065@mail.gmail.com>

Hi,

I have successfully installed RT-3.8 in my office network . But when a user
generate a ticket mail is not receiving.The email server for my domain
resides on yahoo.How to configure RT to use that remote mail server which
requires authentication to send email?Is there any way to specify username
and password in RT_SiteConfig.pm for my smtp server.

Regards,
Jeevan
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From thatfacebook at gmail.com  Thu Apr 22 07:32:16 2010
From: thatfacebook at gmail.com (Elena Foti)
Date: Thu, 22 Apr 2010 13:32:16 +0200
Subject: [rt-users] Routing tickets by keyword in the subject
Message-ID: <m2zc644db1e1004220432m1ac98963w277dd994cb4ae54a@mail.gmail.com>

Hi All,
I would make a Custom Defined scrip which If a specific word is present in
the subject, for example If in the subject is present (between other words)
the word "home" , then RT resend email and open a new Ticket in another
specified queue.

Please can you help me?
Very thanks
By
Marla
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From jeevan.pk at gmail.com  Thu Apr 22 07:55:07 2010
From: jeevan.pk at gmail.com (JEEVAN P K)
Date: Thu, 22 Apr 2010 17:25:07 +0530
Subject: [rt-users] RT E-mail Issue
In-Reply-To: <A367C34D91DC3E43B9FB4ABA401A136301778CEA@exchange01.softel.co.uk>
References: <k2wc9dc59a11004220429ke9551861g2064c9d160ddf065@mail.gmail.com>
	<A367C34D91DC3E43B9FB4ABA401A136301778CEA@exchange01.softel.co.uk>
Message-ID: <s2jc9dc59a11004220455tffc26f46r994d3c43017cb227@mail.gmail.com>

Hi,

Thanks for your quick response.I'm using ubuntu 9.04.But I think fetchmail
is used to receive emails.but i want to send email through an external mail
server.(ie mail server outside my network).we are using our mail server
hosted in yahoo which doesn't support relaying.

Regards,
Jeevan


On Thu, Apr 22, 2010 at 5:10 PM, Karl Burbage <karl.burbage at softel.co.uk>wrote:

>
> It can depend on your OS, but we use fetchmail.  Here's link for Debian
> Linux.
>
> http://www.howtoforge.com/debian_etch_fetchmail
>
> *Karl Burbage
> *
>
>
>  ------------------------------
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *JEEVAN P K
> *Sent:* 22 April 2010 12:29
> *To:* rt-users at lists.bestpractical.com
> *Subject:* [rt-users] RT E-mail Issue
>
> Hi,
>
> I have successfully installed RT-3.8 in my office network . But when a user
> generate a ticket mail is not receiving.The email server for my domain
> resides on yahoo.How to configure RT to use that remote mail server which
> requires authentication to send email?Is there any way to specify username
> and password in RT_SiteConfig.pm for my smtp server.
>
> Regards,
> Jeevan
>
> ________________________________________________________________
> This message has been independently scanned for the Softel Group and
> cleared of containing viruses and other malicious data.
>
> Powering Television Beyond the Video (TM)
>
> ________________________________________________________________
> This message has been independently scanned for the Softel Group and
> cleared of containing viruses and other malicious data.
>
> Powering Television Beyond the Video (TM)
>
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From manohar.r at glowtouch.com  Thu Apr 22 08:43:31 2010
From: manohar.r at glowtouch.com (H Manohar Rayker)
Date: Thu, 22 Apr 2010 18:13:31 +0530
Subject: [rt-users] Errors in scrips.
Message-ID: <20100422125119.4A7A62402B6@hipster.bestpractical.com>

Hi,

 

How can I track errors in scrips?

 

Thanks

Manohar

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From mmcgrath at carthage.edu  Thu Apr 22 09:39:05 2010
From: mmcgrath at carthage.edu (Max McGrath)
Date: Thu, 22 Apr 2010 08:39:05 -0500
Subject: [rt-users] Remove requestor's e-mail only from 1 queue
Message-ID: <s2w6b011ab81004220639q11f180a9xe85d8889682efc95@mail.gmail.com>

Hi all -

Running RT 3.8.7 on Ubuntu 9.04.

We have a "Quick Ticket" queue.  This queue is only used when patrons walk
up or call the information desk.  So, what's happening is if I get a call
and have to create a ticket for someone else while I'm logged in, the
requestor e-mail is set to mine.  For this queue, it'd be best if that field
was just left blank.

I've gone into the file system and found the Create.html page and where this
info would come from, but this is universal for all queues.  I DO NOT want
to get rid of this for any other queue just the Quick Ticket queue.

Am I SOL?
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath at carthage.edu
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From rfh at vialtus.com  Thu Apr 22 09:47:09 2010
From: rfh at vialtus.com (Raed El-Hames)
Date: Thu, 22 Apr 2010 14:47:09 +0100
Subject: [rt-users] Remove requestor's e-mail only from 1 queue
In-Reply-To: <s2w6b011ab81004220639q11f180a9xe85d8889682efc95@mail.gmail.com>
References: <s2w6b011ab81004220639q11f180a9xe85d8889682efc95@mail.gmail.com>
Message-ID: <4BD0535D.4040503@vialtus.com>

Max:
*
*
Edit Create.html change

<td class="value" colspan="5">
<& /Elements/EmailInput, Name => 'Requestors', Size => '40', Default => 
$ARGS{Requestors} || $session{CurrentUser}->EmailAddress &>
</td>

to

<td class="value" colspan="5">
% if ($QueueObj->Name eq 'Quick Ticket') {
    <& /Elements/EmailInput, Name => 'Requestors', Size => '40', Default 
=> $ARGS{Requestors} &>
% } else {
    <& /Elements/EmailInput, Name => 'Requestors', Size => '40', Default 
=> $ARGS{Requestors} || $session{CurrentUser}->EmailAddress &>
%}
</td>



Roy


Max McGrath wrote:
> Hi all -
>
> Running RT 3.8.7 on Ubuntu 9.04.
>
> We have a "Quick Ticket" queue.  This queue is only used when patrons 
> walk up or call the information desk.  So, what's happening is if I 
> get a call and have to create a ticket for someone else while I'm 
> logged in, the requestor e-mail is set to mine.  For this queue, it'd 
> be best if that field was just left blank.
>
> I've gone into the file system and found the Create.html page and 
> where this info would come from, but this is universal for all queues. 
>  I DO NOT want to get rid of this for any other queue just the Quick 
> Ticket queue.
>
> Am I SOL?  
> --
> Max McGrath
> Asst. Network Admin/Systems Specialist
> Carthage College
> 262-552-5512
> mmcgrath at carthage.edu <mailto:mmcgrath at carthage.edu>


From falcone at bestpractical.com  Thu Apr 22 09:53:50 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 22 Apr 2010 09:53:50 -0400
Subject: [rt-users] CommandByMail problem
In-Reply-To: <h2qe9f825501004211339y3d3ba9fbm8a58281241031654@mail.gmail.com>
References: <h2qe9f825501004211339y3d3ba9fbm8a58281241031654@mail.gmail.com>
Message-ID: <20100422135350.GA22380@jibsheet.com>

On Wed, Apr 21, 2010 at 01:39:04PM -0700, Kenneth Crocker wrote:
>    1) Email from any RT User creates a ticket in a queue, EVEN when the right "CreateTicket" has
>    NOT been applied to that User/group/role/Sys group for that Queue. It still gets in and
>    becomes a ticket. I checked the rights on this VERY thoroughly.

You must have a misconfiguration, setting up a vanilla 3.8.7 with a
user who has no CreateTicket rights anywhere and injecting mail from
that user gets 
not ok - Ticket creation failed: No permission to create tickets in
the queue 'General'
as a result.  This is because Auth::MailFrom will reject the user
before CommandByMail gets to it

>    2) Email from NON-RT Users and NON-LDAP Users gets sent back to the "from" address in a
>    never-ending loop.
> 
>    I know how to turn off the loop, by temporarily turning off "TakeAction:" from the Plugin and
>    then bouncing RT.
> 
>    The two questions I have are:

It isn't clear to me why notifying the From: in your environment
causes a loop

-kevin
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From mmcgrath at carthage.edu  Thu Apr 22 09:54:18 2010
From: mmcgrath at carthage.edu (Max McGrath)
Date: Thu, 22 Apr 2010 08:54:18 -0500
Subject: [rt-users] Remove requestor's e-mail only from 1 queue
In-Reply-To: <4BD0535D.4040503@vialtus.com>
References: <s2w6b011ab81004220639q11f180a9xe85d8889682efc95@mail.gmail.com> 
	<4BD0535D.4040503@vialtus.com>
Message-ID: <g2s6b011ab81004220654w2cad4051ia05a91f85feae58c@mail.gmail.com>

That worked perfectly!

Thank you so much!!
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath at carthage.edu


On Thu, Apr 22, 2010 at 8:47 AM, Raed El-Hames <rfh at vialtus.com> wrote:

> Max:
> *
> *
> Edit Create.html change
>
> <td class="value" colspan="5">
> <& /Elements/EmailInput, Name => 'Requestors', Size => '40', Default =>
> $ARGS{Requestors} || $session{CurrentUser}->EmailAddress &>
> </td>
>
> to
>
> <td class="value" colspan="5">
> % if ($QueueObj->Name eq 'Quick Ticket') {
>   <& /Elements/EmailInput, Name => 'Requestors', Size => '40', Default =>
> $ARGS{Requestors} &>
> % } else {
>   <& /Elements/EmailInput, Name => 'Requestors', Size => '40', Default =>
> $ARGS{Requestors} || $session{CurrentUser}->EmailAddress &>
> %}
> </td>
>
>
>
> Roy
>
>
> Max McGrath wrote:
>
>> Hi all -
>>
>> Running RT 3.8.7 on Ubuntu 9.04.
>>
>> We have a "Quick Ticket" queue.  This queue is only used when patrons walk
>> up or call the information desk.  So, what's happening is if I get a call
>> and have to create a ticket for someone else while I'm logged in, the
>> requestor e-mail is set to mine.  For this queue, it'd be best if that field
>> was just left blank.
>>
>> I've gone into the file system and found the Create.html page and where
>> this info would come from, but this is universal for all queues.  I DO NOT
>> want to get rid of this for any other queue just the Quick Ticket queue.
>>
>> Am I SOL?  --
>> Max McGrath
>> Asst. Network Admin/Systems Specialist
>> Carthage College
>> 262-552-5512
>> mmcgrath at carthage.edu <mailto:mmcgrath at carthage.edu>
>>
>
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From jeevan.pk at gmail.com  Thu Apr 22 09:55:47 2010
From: jeevan.pk at gmail.com (JEEVAN P K)
Date: Thu, 22 Apr 2010 19:25:47 +0530
Subject: [rt-users] RT E-mail Issue
Message-ID: <y2qc9dc59a11004220655jf8892a27z753f4c89ce1208ff@mail.gmail.com>

Hi All,

I have successfully installed RT-3.8 in my office network . But when a user
generate a ticket mail is not receiving.The email server for my domain
resides on yahoo.How to configure RT to use that remote mail server which
requires authentication to send email?Is there any way to specify username
and password in RT_SiteConfig.pm for my smtp server.

I'm using ubuntu 9.04.But I think fetchmail is used to receive emails.but i
want to send email through an external mail server.(ie mail server outside
my network).we are using our mail server hosted in yahoo which doesn't
support relaying.

Regards,
Jeevan
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From ipellew at yahoo.com  Thu Apr 22 10:26:47 2010
From: ipellew at yahoo.com (Ian Pellew)
Date: Thu, 22 Apr 2010 07:26:47 -0700 (PDT)
Subject: [rt-users] testing email
Message-ID: <961499.94841.qm@web38907.mail.mud.yahoo.com>

New RT install 388 on FreeBSD8
I've got my RT web?up un buzzin and `mail` works in and out of the BSD I am setup on.
I now need to simulate a real email service without an internet connection, to whip up interest in getting RT live or I am dead.
What does the list recommend to have in the Windows world to simulate RT working in a real world network.
I am actually running - Suns VirtualBox in XP/Vista?hosting FreeBSD8 guest and all works fine.
Do the RT testers use some setup that would do this ?



      


From javoskam at uwaterloo.ca  Thu Apr 22 10:31:42 2010
From: javoskam at uwaterloo.ca (Jeff Voskamp)
Date: Thu, 22 Apr 2010 10:31:42 -0400
Subject: [rt-users] CommandByMail problem
In-Reply-To: <20100422135350.GA22380@jibsheet.com>
References: <h2qe9f825501004211339y3d3ba9fbm8a58281241031654@mail.gmail.com>
	<20100422135350.GA22380@jibsheet.com>
Message-ID: <4BD05DCE.5050509@uwaterloo.ca>

On 04/22/2010 09:53 AM, Kevin Falcone wrote:
> On Wed, Apr 21, 2010 at 01:39:04PM -0700, Kenneth Crocker wrote:
>    
>>     1) Email from any RT User creates a ticket in a queue, EVEN when the right "CreateTicket" has
>>     NOT been applied to that User/group/role/Sys group for that Queue. It still gets in and
>>     becomes a ticket. I checked the rights on this VERY thoroughly.
>>      
> You must have a misconfiguration, setting up a vanilla 3.8.7 with a
> user who has no CreateTicket rights anywhere and injecting mail from
> that user gets
> not ok - Ticket creation failed: No permission to create tickets in
> the queue 'General'
> as a result.  This is because Auth::MailFrom will reject the user
> before CommandByMail gets to it
>
>    
>>     2) Email from NON-RT Users and NON-LDAP Users gets sent back to the "from" address in a
>>     never-ending loop.
>>
>>     I know how to turn off the loop, by temporarily turning off "TakeAction:" from the Plugin and
>>     then bouncing RT.
>>
>>     The two questions I have are:
>>      
> It isn't clear to me why notifying the From: in your environment
> causes a loop
>
> -kevin
>    
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
What order are your MailPlugins in?

Jeff


From ipellew at yahoo.com  Thu Apr 22 10:39:45 2010
From: ipellew at yahoo.com (Ian Pellew)
Date: Thu, 22 Apr 2010 07:39:45 -0700 (PDT)
Subject: [rt-users] How do I hange a users preference
Message-ID: <294425.78571.qm@web38906.mail.mud.yahoo.com>

Cannot seem to find where to change a users proferences.
Want to change user history display order.
Its OK in root use, but no one else!


      


From ipellew at yahoo.com  Thu Apr 22 10:39:45 2010
From: ipellew at yahoo.com (Ian Pellew)
Date: Thu, 22 Apr 2010 07:39:45 -0700 (PDT)
Subject: [rt-users] How do I hange a users preference
Message-ID: <901867.46307.qm@web38903.mail.mud.yahoo.com>

Cannot seem to find where to change a users proferences.
Want to change user history display order.
Its OK in root use, but no one else!


      


From kfcrocker at lbl.gov  Thu Apr 22 12:00:49 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 22 Apr 2010 09:00:49 -0700
Subject: [rt-users] CommandByMail problem
In-Reply-To: <u2pe9f825501004220900s47cabd84u7d9621c4f7f27cf8@mail.gmail.com>
References: <h2qe9f825501004211339y3d3ba9fbm8a58281241031654@mail.gmail.com>
	<20100422135350.GA22380@jibsheet.com> <4BD05DCE.5050509@uwaterloo.ca>
	<u2pe9f825501004220900s47cabd84u7d9621c4f7f27cf8@mail.gmail.com>
Message-ID: <y2ue9f825501004220900n107d50w1280431721cc66d9@mail.gmail.com>

Sorry,

This &^%$%Gemail doesn't do a reply like I'm used to. I wanted to include
the list.

Kenn

On Thu, Apr 22, 2010 at 9:00 AM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:

> Jeff, Kevin,
>
> I agree that something is configured wrong. The plugins look like this:
>
> Set(@MailPlugins, (qw(Auth::MailFrom Filter::TakeAction)));
> Set(@Plugins,(qw(RTx::Calendar RT::Authen::ExternalAuth
> RT::Extension::CommandByMail)));
>
> The only person with "CreateTicket" rights is the role AdminCc for the
> Queue (which is me). I had another person who is privileged send in an email
> and the ticket was created. I know, it doesn't make sense at all. Privileges
> have always worked before. I'm thinking we did something wrong in the
> install, so I'm going to flush my environment and re-create it.
>
> If there is something I need to ensure on installation, that would be
> helpful. I'm also NOT going to install Timeline, as it doesn't work that
> well anyway (no easy way to modify what is displayed).
>
> Hopefully, this will do it.
>
> Kenn
> LBNL
>
>
>
> On Thu, Apr 22, 2010 at 7:31 AM, Jeff Voskamp <javoskam at uwaterloo.ca>wrote:
>
>> On 04/22/2010 09:53 AM, Kevin Falcone wrote:
>>
>>> On Wed, Apr 21, 2010 at 01:39:04PM -0700, Kenneth Crocker wrote:
>>>
>>>
>>>>    1) Email from any RT User creates a ticket in a queue, EVEN when the
>>>> right "CreateTicket" has
>>>>    NOT been applied to that User/group/role/Sys group for that Queue. It
>>>> still gets in and
>>>>    becomes a ticket. I checked the rights on this VERY thoroughly.
>>>>
>>>>
>>> You must have a misconfiguration, setting up a vanilla 3.8.7 with a
>>> user who has no CreateTicket rights anywhere and injecting mail from
>>> that user gets
>>> not ok - Ticket creation failed: No permission to create tickets in
>>> the queue 'General'
>>> as a result.  This is because Auth::MailFrom will reject the user
>>> before CommandByMail gets to it
>>>
>>>
>>>
>>>>    2) Email from NON-RT Users and NON-LDAP Users gets sent back to the
>>>> "from" address in a
>>>>    never-ending loop.
>>>>
>>>>    I know how to turn off the loop, by temporarily turning off
>>>> "TakeAction:" from the Plugin and
>>>>    then bouncing RT.
>>>>
>>>>    The two questions I have are:
>>>>
>>>>
>>> It isn't clear to me why notifying the From: in your environment
>>> causes a loop
>>>
>>> -kevin
>>>
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>> What order are your MailPlugins in?
>>
>> Jeff
>>
>> 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 Dave.Close at us.thalesgroup.com  Thu Apr 22 12:59:16 2010
From: Dave.Close at us.thalesgroup.com (CLOSE Dave (DAE))
Date: Thu, 22 Apr 2010 09:59:16 -0700
Subject: [rt-users] Can't locate object method "_Accessible"
In-Reply-To: <4BCE1713.3030104@us.thalesgroup.com>
References: <4BCE1713.3030104@us.thalesgroup.com>
Message-ID: <4BD08064.9010901@us.thalesgroup.com>

No clues? Do I need to give up on RT?

A couple of days ago, I wrote:
> My server is running Fedora 8 and was running RT 3.6.5 ok. Most files
> were located in /usr/share/rt3. I have just upgraded to RT 3.8.7 and
> changed the installation directory to /opt/rt3. All references in
> /etc/httpd/conf*/* have been changed to refer to /opt/rt3 but the
> /usr/share/rt3 directory is still present. RT is running on port 8080 to
> avoid conflict with another application.
> 
> After the upgrade, RT refuses to run. The log shows this message:
> 
> [Fri Apr 16 15:04:34 2010] [error] [client 172.16.100.228] Can't locate
> object method "_Accessible" via package "SubscribeDashboard" (perhaps
> you forgot to load "SubscribeDashboard"?) at
> /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Record.pm line
> 423.\nCompilation failed in require at /opt/rt3/bin/../lib/RT.pm line 443.\n
> 
> Looking around online, I don't find this specific message referenced
> anywhere. However, similar messages with other methods are quoted. The
> general idea seems to be that something isn't up-to-date as expected. So
> I've run "yum update" on the server and updated everything. I then used
> cpan to update File::Temp since the repositories don't seem to be
> current for that module. After restarting the web server (Apache 2), RT
> still fails in exactly the same way.
> 
> Obviously, I'm still missing something simple. Can anyone tell me what?
--
Dave Close



From jblaine at kickflop.net  Thu Apr 22 14:09:51 2010
From: jblaine at kickflop.net (Jeff Blaine)
Date: Thu, 22 Apr 2010 14:09:51 -0400
Subject: [rt-users] Search results anomaly
Message-ID: <4BD090EF.9030700@kickflop.net>

RT 3.8.7

A search for 'Content matches foo.com' is returning some tickets
and missing others that clearly have foo.com in the Content.

> [root at rtsrv1 bin]# ./rt show 39 | grep foo.com | wc -l
> 1
> [root at rtsrv1 bin]#
> [root at rtsrv1 bin]# ./rt show 23 | grep foo.com | wc -l
> 67
> [root at rtsrv1 bin]#

23 shows up in the web search results.

39 does not.

Any ideas?



From ruslan.zakirov at gmail.com  Thu Apr 22 16:04:15 2010
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 23 Apr 2010 00:04:15 +0400
Subject: [rt-users] GPG issue on RHEL5 + RT 3.8.7
In-Reply-To: <4BCFF920.8060805@redhat.com>
References: <4BCFF613.9030007@redhat.com> <4BCFF920.8060805@redhat.com>
Message-ID: <h2n589c94401004221304y9b5c94d5w5fe4fe9d846c244e@mail.gmail.com>

Jeffrey,

Can you enable debug logging and send us more info from the log? GnuPG
is quiet noisy.

On Thu, Apr 22, 2010 at 11:22 AM, Jeffrey Fearn <jfearn at redhat.com> wrote:
> Jeffrey Fearn wrote:
>>
>> Hi, I'm testing the GPG stuff on RHEL5 + RT 3.8.7, mainly for signature
>> verification, but I'm getting the following error:
>>
>> Apr 22 16:53:01 rt-stage RT: logger for 'dude at exampls.com': gpg: error
>> reading key: public key not found
>> (/usr/lib/perl5/vendor_perl/5.8.8/RT/Crypt/GnuPG.pm:2077)
>>
>> I added the "logger for 'dude at exampls.com':" string just to make sure the
>> email was being set properly.
>
> Just a note that the email address got munged hiding the real one used, it
> matches on the server :}
>
> Cheers, Jeff.
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Thu Apr 22 16:06:30 2010
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 23 Apr 2010 00:06:30 +0400
Subject: [rt-users] GPG issue on RHEL5 + RT 3.8.7
In-Reply-To: <h2n589c94401004221304y9b5c94d5w5fe4fe9d846c244e@mail.gmail.com>
References: <4BCFF613.9030007@redhat.com> <4BCFF920.8060805@redhat.com>
	<h2n589c94401004221304y9b5c94d5w5fe4fe9d846c244e@mail.gmail.com>
Message-ID: <i2g589c94401004221306ga1bf43f4i627138bd5e048f06@mail.gmail.com>

Also, I think it may be trust level of the key. RT doesn't force any
trust levels and you have to maintain it yourself or use "always
trust" mode.

On Fri, Apr 23, 2010 at 12:04 AM, Ruslan Zakirov
<ruslan.zakirov at gmail.com> wrote:
> Jeffrey,
>
> Can you enable debug logging and send us more info from the log? GnuPG
> is quiet noisy.
>
> On Thu, Apr 22, 2010 at 11:22 AM, Jeffrey Fearn <jfearn at redhat.com> wrote:
>> Jeffrey Fearn wrote:
>>>
>>> Hi, I'm testing the GPG stuff on RHEL5 + RT 3.8.7, mainly for signature
>>> verification, but I'm getting the following error:
>>>
>>> Apr 22 16:53:01 rt-stage RT: logger for 'dude at exampls.com': gpg: error
>>> reading key: public key not found
>>> (/usr/lib/perl5/vendor_perl/5.8.8/RT/Crypt/GnuPG.pm:2077)
>>>
>>> I added the "logger for 'dude at exampls.com':" string just to make sure the
>>> email was being set properly.
>>
>> Just a note that the email address got munged hiding the real one used, it
>> matches on the server :}
>>
>> Cheers, Jeff.
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>
>
> --
> Best regards, Ruslan.
>



-- 
Best regards, Ruslan.


From drasar at ics.muni.cz  Thu Apr 22 16:56:08 2010
From: drasar at ics.muni.cz (Martin Drasar)
Date: Thu, 22 Apr 2010 22:56:08 +0200
Subject: [rt-users] Can't locate object method "_Accessible"
In-Reply-To: <4BD08064.9010901@us.thalesgroup.com>
References: <4BCE1713.3030104@us.thalesgroup.com>
	<4BD08064.9010901@us.thalesgroup.com>
Message-ID: <4BD0B7E8.2020804@ics.muni.cz>

Dne 22.4.2010 18:59, CLOSE Dave (DAE) napsal(a):
> No clues? Do I need to give up on RT?

Hi Dave,
I am not sure if this is going to help you, but I had the same problem
as you have now. I was trying to do a smooth upgrade from 3.6 to 3.8 and
my idea was to run two versions at once only on different ports.
For reasons that I cannot fathom, this was not possible - I could run
only one version at port 80, be it 3.6 or 3.8. After all it was not that
much of a problem for me, because our RT installation was kind of fresh
one, without many users...
I suggest that you try to set up environment for new version of RT on
different machine, read the docs about migrating DB, set it up and after
you have it running just move it to orginal server and replace the old
version.

Martin

-- 
Mgr. Martin Drasar                                   drasar at ics.muni.cz
Network Security Department                         http://ics.muni.cz/
CSIRT-MU                                       http://www.muni.cz/csirt
Institute of Computer Science, Masaryk University, Brno, Czech Republic
                       PGP Key ID: 0x944BC925


From jpierce at cambridgeenergyalliance.org  Thu Apr 22 16:59:56 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 22 Apr 2010 16:59:56 -0400
Subject: [rt-users] Can't locate object method "_Accessible"
In-Reply-To: <4BD0B7E8.2020804@ics.muni.cz>
References: <4BCE1713.3030104@us.thalesgroup.com>
	<4BD08064.9010901@us.thalesgroup.com> <4BD0B7E8.2020804@ics.muni.cz>
Message-ID: <i2sbe7163f1004221359ja0b01a8dt30df267231d74bef@mail.gmail.com>

> I am not sure if this is going to help you, but I had the same problem
> as you have now. I was trying to do a smooth upgrade from 3.6 to 3.8 and
> my idea was to run two versions at once only on different ports.
> For reasons that I cannot fathom, this was not possible - I could run
> only one version at port 80, be it 3.6 or 3.8. After all it was not that
> much of a problem for me, because our RT installation was kind of fresh
> one, without many users...
First you say you tried different ports and then the the same port.
Did you mean different names? I've successfully run 3.8.1 and 3.8.6
concurrently on different virtual hosts (without doing the db upgrades).

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


From kfcrocker at lbl.gov  Thu Apr 22 17:00:59 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 22 Apr 2010 14:00:59 -0700
Subject: [rt-users] CommandByMail problem
In-Reply-To: <20100422135350.GA22380@jibsheet.com>
References: <h2qe9f825501004211339y3d3ba9fbm8a58281241031654@mail.gmail.com>
	<20100422135350.GA22380@jibsheet.com>
Message-ID: <n2he9f825501004221400t598b4078r37d79ab2b1bcdb32@mail.gmail.com>

To List & Kevin & Jeff,

Whomever created RightsMatrix, I owe them a beer. Actually a pitcher.

I SSOOOOOOOOOOO embarrassed by this mistake. However, confession is good for
the soul.

I've been on 3.6.4 so for so long, I completely forgot that 3.8.7 allows the
granting of "SuperUser" at the group level, whereas in 3.6.4, that was not
possible. I am BIG on *not *granting rights to individual users, but because
of 3.6.4, I had granted the "SuperUser" right to a few individuals.

Then along comes 3.8.7 and I had found out we could grant "SuperUser" at the
*group* level so I did. Then just recently, wanted to do a test and the
person I wanted to do the test was a "SuperUser". Since that would defeat
the test, I removed the "SuperUser" right for that *individual*, but forgot
about that right having been granted for a group he was in. So when I looked
at his individual rights, he shouldn't have that right, yet he was creating
a ticket. So I finally woke up and used RightsMatrix and clicked the Y under
that right under "ALL" and lo and behold, the answer.

It is now corrected and it works fine.

The problem with the never-ending email loop is, of course, unrelated. We
think it has to do with the "Timeline" directory/code bumping into
"CommandByMail" directory/code in that Takeaction seems to keep repeating
it's rejection. We're going to remove TImeline and try again.

Thanks again for your time and effort.

Kenn
LBNL

On Thu, Apr 22, 2010 at 6:53 AM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Wed, Apr 21, 2010 at 01:39:04PM -0700, Kenneth Crocker wrote:
> >    1) Email from any RT User creates a ticket in a queue, EVEN when the
> right "CreateTicket" has
> >    NOT been applied to that User/group/role/Sys group for that Queue. It
> still gets in and
> >    becomes a ticket. I checked the rights on this VERY thoroughly.
>
> You must have a misconfiguration, setting up a vanilla 3.8.7 with a
> user who has no CreateTicket rights anywhere and injecting mail from
> that user gets
> not ok - Ticket creation failed: No permission to create tickets in
> the queue 'General'
> as a result.  This is because Auth::MailFrom will reject the user
> before CommandByMail gets to it
>
> >    2) Email from NON-RT Users and NON-LDAP Users gets sent back to the
> "from" address in a
> >    never-ending loop.
> >
> >    I know how to turn off the loop, by temporarily turning off
> "TakeAction:" from the Plugin and
> >    then bouncing RT.
> >
> >    The two questions I have are:
>
> It isn't clear to me why notifying the From: in your environment
> causes a loop
>
> -kevin
>
>
> 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 drasar at ics.muni.cz  Thu Apr 22 17:22:15 2010
From: drasar at ics.muni.cz (Martin Drasar)
Date: Thu, 22 Apr 2010 23:22:15 +0200
Subject: [rt-users] Can't locate object method "_Accessible"
In-Reply-To: <i2sbe7163f1004221359ja0b01a8dt30df267231d74bef@mail.gmail.com>
References: <4BCE1713.3030104@us.thalesgroup.com>	
	<4BD08064.9010901@us.thalesgroup.com>
	<4BD0B7E8.2020804@ics.muni.cz>
	<i2sbe7163f1004221359ja0b01a8dt30df267231d74bef@mail.gmail.com>
Message-ID: <4BD0BE07.2000008@ics.muni.cz>

Dne 22.4.2010 22:59, Jerrad Pierce napsal(a):
> First you say you tried different ports and then the the same port.
> Did you mean different names? I've successfully run 3.8.1 and 3.8.6
> concurrently on different virtual hosts (without doing the db upgrades).

I have tried two virtual hosts, one on port 80 and one on port 8080.
The port 80 had version 3.6.x and port 8080 had version 3.8.x
Because this setup was not working I have changed the configuration of
host on port 80 to point to RT 3.8.x directory (thus leaving me with
only one version). Suddenly I was able to run 3.8.x.
I admit that I have not done any deep testing, because I was happy to
see 3.8.x working. I have transitioned my scrips and left 3.6.x far
behind me.
Also note that I have tried version 3.6.x and 3.8.x concurrently and you
have different 3.8.x version - there may be a difference.

-- 
Mgr. Martin Drasar                                   drasar at ics.muni.cz
Network Security Department                         http://ics.muni.cz/
CSIRT-MU                                       http://www.muni.cz/csirt
Institute of Computer Science, Masaryk University, Brno, Czech Republic
                       PGP Key ID: 0x944BC925


From jfearn at redhat.com  Thu Apr 22 19:44:37 2010
From: jfearn at redhat.com (Jeffrey Fearn)
Date: Fri, 23 Apr 2010 09:44:37 +1000
Subject: [rt-users] GPG issue on RHEL5 + RT 3.8.7
In-Reply-To: <i2g589c94401004221306ga1bf43f4i627138bd5e048f06@mail.gmail.com>
References: <4BCFF613.9030007@redhat.com> <4BCFF920.8060805@redhat.com>	
	<h2n589c94401004221304y9b5c94d5w5fe4fe9d846c244e@mail.gmail.com>
	<i2g589c94401004221306ga1bf43f4i627138bd5e048f06@mail.gmail.com>
Message-ID: <4BD0DF65.7080503@redhat.com>

Hi Ruslan, thanks for the input ... <sigh> ... it's more stupid than 
this though. There was a fake user created with a typo in the user name, 
and I was checking the typo account instead of the real account ... >_< 
... works fine when you check the right account!

Cheers, Jeff.

Ruslan Zakirov wrote:
> Also, I think it may be trust level of the key. RT doesn't force any
> trust levels and you have to maintain it yourself or use "always
> trust" mode.
> 
> On Fri, Apr 23, 2010 at 12:04 AM, Ruslan Zakirov
> <ruslan.zakirov at gmail.com> wrote:
>> Jeffrey,
>>
>> Can you enable debug logging and send us more info from the log? GnuPG
>> is quiet noisy.
>>
>> On Thu, Apr 22, 2010 at 11:22 AM, Jeffrey Fearn <jfearn at redhat.com> wrote:
>>> Jeffrey Fearn wrote:
>>>> Hi, I'm testing the GPG stuff on RHEL5 + RT 3.8.7, mainly for signature
>>>> verification, but I'm getting the following error:
>>>>
>>>> Apr 22 16:53:01 rt-stage RT: logger for 'dude at exampls.com': gpg: error
>>>> reading key: public key not found
>>>> (/usr/lib/perl5/vendor_perl/5.8.8/RT/Crypt/GnuPG.pm:2077)
>>>>
>>>> I added the "logger for 'dude at exampls.com':" string just to make sure the
>>>> email was being set properly.
>>> Just a note that the email address got munged hiding the real one used, it
>>> matches on the server :}
>>>
>>> Cheers, Jeff.
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>
>>
>> --
>> Best regards, Ruslan.
>>
> 
> 
> 


-- 
Jeff Fearn <jfearn at redhat.com>
Software Engineer
Engineering Operations
Red Hat, Inc
Freedom ... courage ... Commitment ... ACCOUNTABILITY


From BTinsley at x5solutions.com  Thu Apr 22 20:19:47 2010
From: BTinsley at x5solutions.com (Brian Tinsley)
Date: Thu, 22 Apr 2010 17:19:47 -0700
Subject: [rt-users] Possible Exchange Issue
Message-ID: <97C80C5B1D6C8547B470C295F7585C4E0116122A@Dozer.x5solutions.com>

Hi,

 

I am responsible for a pricing email box. I get and receive emails into
this email box. I also get my normal email in my standard inbox.


What happens is that I can not send from my X5Quotes at x5solutions.com
email box to RT at x5solutions.com. It does not open a new ticket. Nor can
I reply to a ticket that I created inside RT, for instance, I have an
existing ticket and if I reply to it from my X5Quotes at x5solutions.com
email, it doesn't update the ticket. Yet if I reply to it from my inbox,
btinsley at x5solutions.com, it works. 

 

 RE: [[quotes] #474] AutoReply: Shawn-N042210-Burlington PRI

 

I need to keep this separate and get it to work from the
X5Quotes at x5solutions.com email box. Does anyone have any suggestions on
what might be wrong?

 

Another issue is that a lot of our tickets that are created in up in a
general que and we'd like to be able to view that and be able to assign
them.

 

Thanks RT Experts.

 

Brian Tinsley

 

 

 

Brian S. Tinsley | Project Manager | Office ( 206 777 6188 | Direct (
206 550 7957 
X5 Solutions| 1520 4th Avenue | Suite 500 | Seattle | WA | 98101 |

 

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From jfearn at redhat.com  Thu Apr 22 20:56:12 2010
From: jfearn at redhat.com (Jeffrey Fearn)
Date: Fri, 23 Apr 2010 10:56:12 +1000
Subject: [rt-users] Possible Exchange Issue
In-Reply-To: <97C80C5B1D6C8547B470C295F7585C4E0116122A@Dozer.x5solutions.com>
References: <97C80C5B1D6C8547B470C295F7585C4E0116122A@Dozer.x5solutions.com>
Message-ID: <4BD0F02C.1070108@redhat.com>

Brian Tinsley wrote:
> Hi,
> 
>  
> 
> I am responsible for a pricing email box. I get and receive emails into 
> this email box. I also get my normal email in my standard inbox.
> 
> 
> What happens is that I can not send from my X5Quotes at x5solutions.com 
> <mailto:X5Quotes at x5solutions.com> email box to RT at x5solutions.com 
> <mailto:RT at x5solutions.com>. It does not open a new ticket. Nor can I 
> reply to a ticket that I created inside RT, for instance, I have an 
> existing ticket and if I reply to it from my X5Quotes at x5solutions.com 
> <mailto:X5Quotes at x5solutions.com> email, it doesn?t update the ticket. 
> Yet if I reply to it from my inbox, btinsley at x5solutions.com 
> <mailto:btinsley at x5solutions.com>, it works.
> 
>  
> 
>  RE: [[quotes] #474] AutoReply: Shawn-N042210-Burlington PRI
> 
>  
> 
> I need to keep this separate and get it to work from the 
> X5Quotes at x5solutions.com <mailto:X5Quotes at x5solutions.com> email box. 
> Does anyone have any suggestions on what might be wrong?

First thing that comes to mind is it's being filtered out in the mail 
loop check. What is $RTAddressRegexp set to in RT_SiteConfig.pm?

> Another issue is that a lot of our tickets that are created in up in a 
> general que and we?d like to be able to view that and be able to assign 
> them.

Not sure what you mean by this.

Cheers, Jeff.

-- 
Jeff Fearn <jfearn at redhat.com>
Software Engineer
Engineering Operations
Red Hat, Inc
Freedom ... courage ... Commitment ... ACCOUNTABILITY


From jean-christian.imbeault at japannext.co.jp  Thu Apr 22 20:52:14 2010
From: jean-christian.imbeault at japannext.co.jp (Jean-Christian)
Date: Fri, 23 Apr 2010 09:52:14 +0900
Subject: [rt-users] A 'personal' watch list?
Message-ID: <4BD0EF3E.8050106@japannext.co.jp>

I'm very new to RT so please forgive me if this is a silly question.

Is there a way to create a personal list of tickets I want to keep an 
eye on? There are some tickets in our system that have useful 
information in them and I want to be able to 'add them to a personal 
watchlist'. (I'm coming from a JIRA background which has a 'watch this' 
functionality)

I did a quick search through the mailing list archives but couldn't find 
any mention of such functionality.

Thanks!

Jc


From jesse at bestpractical.com  Thu Apr 22 21:20:28 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 22 Apr 2010 21:20:28 -0400
Subject: [rt-users] A 'personal' watch list?
In-Reply-To: <4BD0EF3E.8050106@japannext.co.jp>
References: <4BD0EF3E.8050106@japannext.co.jp>
Message-ID: <20100423012027.GH3474@bestpractical.com>




On Fri, Apr 23, 2010 at 09:52:14AM +0900, Jean-Christian wrote:
> I'm very new to RT so please forgive me if this is a silly question.
> 
> Is there a way to create a personal list of tickets I want to keep
> an eye on? There are some tickets in our system that have useful
> information in them and I want to be able to 'add them to a personal
> watchlist'. (I'm coming from a JIRA background which has a 'watch
> this' functionality)


Assuming you're using a current RT, just click the stars in the upper right hand corner of a ticket.
 
> I did a quick search through the mailing list archives but couldn't
> find any mention of such functionality.
> 
> Thanks!
> 
> Jc
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

-- 


From jean-christian.imbeault at japannext.co.jp  Thu Apr 22 21:37:01 2010
From: jean-christian.imbeault at japannext.co.jp (Jean-Christian)
Date: Fri, 23 Apr 2010 10:37:01 +0900
Subject: [rt-users] A 'personal' watch list?
In-Reply-To: <20100423012027.GH3474@bestpractical.com>
References: <4BD0EF3E.8050106@japannext.co.jp>
	<20100423012027.GH3474@bestpractical.com>
Message-ID: <4BD0F9BD.10707@japannext.co.jp>

Thanks for the comment Jesse. We're using RT 3.6.10 and I can't see a 
'star'. I see the latest version is 3.8? Is the 'star' only available in 
3.8?

Jc

On 04/23/2010 10:20 AM, Jesse Vincent wrote:
>
>
>
> On Fri, Apr 23, 2010 at 09:52:14AM +0900, Jean-Christian wrote:
>> I'm very new to RT so please forgive me if this is a silly question.
>>
>> Is there a way to create a personal list of tickets I want to keep
>> an eye on? There are some tickets in our system that have useful
>> information in them and I want to be able to 'add them to a personal
>> watchlist'. (I'm coming from a JIRA background which has a 'watch
>> this' functionality)
>
>
> Assuming you're using a current RT, just click the stars in the upper right hand corner of a ticket.
>
>> I did a quick search through the mailing list archives but couldn't
>> find any mention of such functionality.
>>
>> Thanks!
>>
>> Jc
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>


From jesse at bestpractical.com  Thu Apr 22 21:41:44 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 22 Apr 2010 21:41:44 -0400
Subject: [rt-users] A 'personal' watch list?
In-Reply-To: <4BD0F9BD.10707@japannext.co.jp>
References: <4BD0EF3E.8050106@japannext.co.jp>
	<20100423012027.GH3474@bestpractical.com>
	<4BD0F9BD.10707@japannext.co.jp>
Message-ID: <20100423014144.GJ3474@bestpractical.com>




On Fri, Apr 23, 2010 at 10:37:01AM +0900, Jean-Christian wrote:
> Thanks for the comment Jesse. We're using RT 3.6.10 and I can't see
> a 'star'. I see the latest version is 3.8? Is the 'star' only
> available in 3.8?

It's a core feature in 3.8, yes.


From Agnislav.Onufrijchuk at portaone.com  Fri Apr 23 02:30:55 2010
From: Agnislav.Onufrijchuk at portaone.com (Agnislav Onufrijchuk)
Date: Fri, 23 Apr 2010 09:30:55 +0300
Subject: [rt-users] Errors in scrips.
In-Reply-To: <20100422125119.4A7A62402B6@hipster.bestpractical.com>
References: <20100422125119.4A7A62402B6@hipster.bestpractical.com>
Message-ID: <4BD13E9F.7060203@portaone.com>

22.04.2010 15:43, H Manohar Rayker ?????:
> 
> How can I track errors in scrips?
> 
The same way as the rest of errors - they're logged.

-- 
Agnislav Onufrijchuk
PortaOne, Inc., RT Developer
Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670

  PortaOne Booth 812 @ ITW 2010
  International Telecommunication Week
  Marriott Wardman Park Hotel
  Washington, DC - May 24-26


From ipellew at yahoo.com  Fri Apr 23 04:52:08 2010
From: ipellew at yahoo.com (Ian Pellew)
Date: Fri, 23 Apr 2010 01:52:08 -0700 (PDT)
Subject: [rt-users] Can't locate object method "_Accessible"
Message-ID: <994521.51835.qm@web38903.mail.mud.yahoo.com>

Just a small point. Port 8080 tends to be the proxy port, sure you do not have contention?
I use port 8001 for my RT's.

> First you say you tried different ports and then the the same port.
> Did you mean different names? I've successfully run 3.8.1 and 3.8.6
> concurrently on different virtual hosts (without doing the db upgrades).


      


From ipellew at yahoo.com  Fri Apr 23 09:50:04 2010
From: ipellew at yahoo.com (Ian Pellew)
Date: Fri, 23 Apr 2010 06:50:04 -0700 (PDT)
Subject: [rt-users] Add Approval in metadata options
Message-ID: <286202.5010.qm@web38902.mail.mud.yahoo.com>

How can I give "ticket metadata" the option "Approval" in the current option list:-
?"Comment?? Reply?? Forward?? Resolve?.?* ? Extract_Article".
I am guessing that this is one place the approval is an option.
Ian


      


From ipellew at yahoo.com  Fri Apr 23 09:50:03 2010
From: ipellew at yahoo.com (Ian Pellew)
Date: Fri, 23 Apr 2010 06:50:03 -0700 (PDT)
Subject: [rt-users] Add Approval in metadata options
Message-ID: <147027.75440.qm@web38901.mail.mud.yahoo.com>

How can I give "ticket metadata" the option "Approval" in the current option list:-
?"Comment?? Reply?? Forward?? Resolve?.?* ? Extract_Article".
I am guessing that this is one place the approval is an option.
Ian


      


From jpierce at cambridgeenergyalliance.org  Fri Apr 23 10:32:34 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 23 Apr 2010 10:32:34 -0400
Subject: [rt-users] A 'personal' watch list?
In-Reply-To: <20100423014144.GJ3474@bestpractical.com>
References: <4BD0EF3E.8050106@japannext.co.jp>
	<20100423012027.GH3474@bestpractical.com>
	<4BD0F9BD.10707@japannext.co.jp>
	<20100423014144.GJ3474@bestpractical.com>
Message-ID: <o2ube7163f1004230732gce5d3e49w9039ebdb601e6ad3@mail.gmail.com>

Stars are just bookmarks, similar to gmail. They don't let you track
ticket progress directly. For that you either need to add yourself as
a watcher, or use a dashboard report (also new to 3.8). With a dashboard
you take a saved search query (could even be "starred tickets") and
return information about them e.g; periodic email.

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


From hiro24 at gmail.com  Fri Apr 23 12:06:57 2010
From: hiro24 at gmail.com (Chris Hall)
Date: Fri, 23 Apr 2010 12:06:57 -0400
Subject: [rt-users] Forward to queue question
Message-ID: <z2if6319bb11004230906k233db432u2494a707f5680bb9@mail.gmail.com>

Hello all,

I'm very new to RT, and after shifting around permissions on groups and
queues for a few hours, I'm ready to ask for some help.. btw, documentation
seems very widespread and unfocused, unless I'm looking in the wrong places.


Basically, let's say I have 2 groups w/ a queue each... Helpdesk with a
"Helpdesk queue" and Corp. Support with a "Corp. Support" queue.  I don't
want them to see each other's queues.  However, I would like them to be able
to forward tickets on to the other's queues.  What permissions would I need
to set up to make this happen?  I've got it most of the way, to where it
actually works, but when I forward a ticket, at the top in the yellow status
bar it says permission was denied.. though the ticket still seems to
transfer.
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From jpierce at cambridgeenergyalliance.org  Fri Apr 23 12:10:41 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 23 Apr 2010 12:10:41 -0400
Subject: [rt-users] Forward to queue question
In-Reply-To: <z2if6319bb11004230906k233db432u2494a707f5680bb9@mail.gmail.com>
References: <z2if6319bb11004230906k233db432u2494a707f5680bb9@mail.gmail.com>
Message-ID: <y2jbe7163f1004230910t1bc7e242h4ad5eba445ef825c@mail.gmail.com>

On Fri, Apr 23, 2010 at 12:06, Chris Hall <hiro24 at gmail.com> wrote:
> Hello all,
>
> I'm very new to RT, and after shifting around permissions on groups and
> queues for a few hours, I'm ready to ask for some help.. btw, documentation
> seems very widespread and unfocused, unless I'm looking in the wrong places.
Read the book. It's the best place to get a grasp of the fundamentals.
The wiki, POD and list archives tend to be for more esoteric issues
and customization.

> Basically, let's say I have 2 groups w/ a queue each... Helpdesk with a
> "Helpdesk queue" and Corp. Support with a "Corp. Support" queue. ?I don't
> want them to see each other's queues. ?However, I would like them to be able
> to forward tickets on to the other's queues. What permissions would I need
> to set up to make this happen? ?I've got it most of the way, to where it
> actually works, but when I forward a ticket, at the top in the yellow status
> bar it says permission was denied.. though the ticket still seems to
> transfer.
SeeQueue but not ShowTicket.

Although forward is not really the correct term here, one moves ticets
between queues.


From hiro24 at gmail.com  Fri Apr 23 12:14:39 2010
From: hiro24 at gmail.com (Chris Hall)
Date: Fri, 23 Apr 2010 12:14:39 -0400
Subject: [rt-users] Forward to queue question
In-Reply-To: <y2jbe7163f1004230910t1bc7e242h4ad5eba445ef825c@mail.gmail.com>
References: <z2if6319bb11004230906k233db432u2494a707f5680bb9@mail.gmail.com>
	<y2jbe7163f1004230910t1bc7e242h4ad5eba445ef825c@mail.gmail.com>
Message-ID: <o2hf6319bb11004230914m7224ab4k1c6e1b722b73344f@mail.gmail.com>

thanks for the speedy reply.

That's actually how I have it set now, and it works, but like I said, at the
top it gives a faulty "permission denied".

This is set on the Corp. Support queue for permissions for the "Helpdesk"
queue, and the error above occurs when someone in the helpdesk group moves a
ticket to the Corp. Support queue.  Is there something somewhere else I need
to set?  when root moves a ticket, no permission denied errors are
displayed.

On Fri, Apr 23, 2010 at 12:10 PM, Jerrad Pierce <
jpierce at cambridgeenergyalliance.org> wrote:

> On Fri, Apr 23, 2010 at 12:06, Chris Hall <hiro24 at gmail.com> wrote:
> > Hello all,
> >
> > I'm very new to RT, and after shifting around permissions on groups and
> > queues for a few hours, I'm ready to ask for some help.. btw,
> documentation
> > seems very widespread and unfocused, unless I'm looking in the wrong
> places.
> Read the book. It's the best place to get a grasp of the fundamentals.
> The wiki, POD and list archives tend to be for more esoteric issues
> and customization.
>
> > Basically, let's say I have 2 groups w/ a queue each... Helpdesk with a
> > "Helpdesk queue" and Corp. Support with a "Corp. Support" queue.  I don't
> > want them to see each other's queues.  However, I would like them to be
> able
> > to forward tickets on to the other's queues. What permissions would I
> need
> > to set up to make this happen?  I've got it most of the way, to where it
> > actually works, but when I forward a ticket, at the top in the yellow
> status
> > bar it says permission was denied.. though the ticket still seems to
> > transfer.
> SeeQueue but not ShowTicket.
>
> Although forward is not really the correct term here, one moves ticets
> between queues.
>
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From jpierce at cambridgeenergyalliance.org  Fri Apr 23 12:21:34 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 23 Apr 2010 12:21:34 -0400
Subject: [rt-users] Forward to queue question
In-Reply-To: <o2hf6319bb11004230914m7224ab4k1c6e1b722b73344f@mail.gmail.com>
References: <z2if6319bb11004230906k233db432u2494a707f5680bb9@mail.gmail.com>
	<y2jbe7163f1004230910t1bc7e242h4ad5eba445ef825c@mail.gmail.com>
	<o2hf6319bb11004230914m7224ab4k1c6e1b722b73344f@mail.gmail.com>
Message-ID: <x2qbe7163f1004230921n7584b11dt8c4fcc5da7e51171@mail.gmail.com>

On Fri, Apr 23, 2010 at 12:14, Chris Hall <hiro24 at gmail.com> wrote:
> thanks for the speedy reply.
>
> That's actually how I have it set now, and it works, but like I said, at the
> top it gives a faulty "permission denied".
That's because RT shows you a ticket after it's been updated.
You've just moved it someplace you no longer have read access.
There may be some extension somewhere to let you redirect after
the update, or you could build one.

> to set?? when root moves a ticket, no permission denied errors are
> displayed.
Root is root, and generally only worth referencing *if* he experiences
errors :-P


From kfcrocker at lbl.gov  Fri Apr 23 13:00:19 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 23 Apr 2010 10:00:19 -0700
Subject: [rt-users] Forward to queue question
In-Reply-To: <o2hf6319bb11004230914m7224ab4k1c6e1b722b73344f@mail.gmail.com>
References: <z2if6319bb11004230906k233db432u2494a707f5680bb9@mail.gmail.com>
	<y2jbe7163f1004230910t1bc7e242h4ad5eba445ef825c@mail.gmail.com>
	<o2hf6319bb11004230914m7224ab4k1c6e1b722b73344f@mail.gmail.com>
Message-ID: <x2ye9f825501004231000qefa5052cq364908b1394474da@mail.gmail.com>

Chris,

We don't like to give out permissions very generously and since we have so
many Queues, we let the Managers of a Queue decide what access they want
others to have. Consequently, we give a few basic rights out Globally, but
save the heavy stuff on a Queue by Queue basis. This is what we grant *
Globally:*

*System/Everyone*: nada
*System/Unprivileged*: nada
*System/Privileged*: AdminOwnPersonalGroups, CreateOwnDashboard,
CreateSavedSearch, DeleteOwnDashboard, EditSavedSearch, ForwardMessage,
LoadSavedSearch, ModifyOwnDashboard, ModifySelf, SeeDashboard,
SeeOwnDashboard, ShowSavedSearches, SubscribeDashboard - we feel these
rights to be basic to all of our privileged users. They should be able to
see any system dashboards, certainly their own and also any Searches. Since
the ability to save a Search for a group is based on that groups membership,
that part basically takes care of itself.

*Roles/Owner*: ModifyTicket - we don't let anyone but an owner modify Ticket
metadata. CF's and Comments  and email are a Queue by Queue thing.
*Roles/AdminCc*: AdminGroupMembersdhip, AdminUsers, AssignCustomField,
ModifyOwnMembership, SeeCustomField, SeeGroup, ShowConfigTab, ShowScrips,
ShowTemplate,  WatchAsAdminCc - We use the *AdminCc role* as the *Queue
Manager*, therefor we give them certain rights we don't give to others.
*Roles/Cc*: ReplyToTicket, SeeQueue, ShowTicket, Watch - If you are
designated as a Queue watcher, then you should at least have these rights,
since they all interest you. We let the Queue manager grant other rights at
the Queue level.
*Roles/Requestor*: ReplyToTicket, SeeQueue, ShowTicket, Watch - If you made
the request, you should at least have these rights. We let the Queue manager
grant other rights at the Queue level.

Basic Rights granted at the *Queue level:*

*System/Everyone:* nada
*System/unprivi8leged:* nada
*System/Privileged:* CreateTickets - for some Queues. These are usually
Queues that support all the other Queues and therefore could get tickets
from almost any group. For Queues with specific users, this right is granted
only to those groups.
*
Roles/Owner: nada - *Already has the ModifyTicket right because of Global
rights. Since the owner is already a member of some support group, all the
other rights they get from being a member of that group.*
Roles/AdminCc:* DeleteTicket, ModifyACL, ModifyQueueWatchers, ModifyTicket,
ShowACL, StealTicket. Since this person *IS* the boss for this Queue, this
person has control over who gets what tickets, who can see the Queue and
certain rights, etc.
*Roles/Cc: *CommentOnTicket, ShowOutgoingEmail, ShowTicketComments - in
case, the Queue Manager is allowing Cc Watchers to see and make comments and
see any email.*
Roles/Requestor:* nada - this person has all the rights their gonna get
Globally. For us, we see Requestors as Customers so we don't want them to
have much control. Seeing their ticket and correspondence is about it.
*
User-Defined Groups:* usually there are at least two groups for each Queue,
sometimes  a couple more if they have some interest;
*The User group*, which basically makes a request for work. So they get to
see the Queue and create tickets, etc. Maybe (like  for QA work) modify a
Custom Field.
*The SupportGroup*; These are the support team that have these rights;
CommentOnTIcket, CreateTicket, OwnTicket, ReplyToTicket, SeeQueue,
ShowOutgoingEmail, ShowTicket, ShowTicketComments, TakeTicket, and Watch.
Sometimes a Queue manager will let the StealTickets as well.

Also, we set up our RT_SiteConfig.pm file to turn off StrictACL, which gives
Ticket Owners and AdminCcs (the only ones who can ModifyTicket) the right to
set up links to tickets in other Queues.

Anyway, that the way we do it. I'm sure your situation is different. Hope
this helps.

Kenn
LBNL


*
*

On Fri, Apr 23, 2010 at 9:14 AM, Chris Hall <hiro24 at gmail.com> wrote:

> thanks for the speedy reply.
>
> That's actually how I have it set now, and it works, but like I said, at
> the top it gives a faulty "permission denied".
>
> This is set on the Corp. Support queue for permissions for the "Helpdesk"
> queue, and the error above occurs when someone in the helpdesk group moves a
> ticket to the Corp. Support queue.  Is there something somewhere else I need
> to set?  when root moves a ticket, no permission denied errors are
> displayed.
>
>
> On Fri, Apr 23, 2010 at 12:10 PM, Jerrad Pierce <
> jpierce at cambridgeenergyalliance.org> wrote:
>
>> On Fri, Apr 23, 2010 at 12:06, Chris Hall <hiro24 at gmail.com> wrote:
>> > Hello all,
>> >
>> > I'm very new to RT, and after shifting around permissions on groups and
>> > queues for a few hours, I'm ready to ask for some help.. btw,
>> documentation
>> > seems very widespread and unfocused, unless I'm looking in the wrong
>> places.
>> Read the book. It's the best place to get a grasp of the fundamentals.
>> The wiki, POD and list archives tend to be for more esoteric issues
>> and customization.
>>
>> > Basically, let's say I have 2 groups w/ a queue each... Helpdesk with a
>> > "Helpdesk queue" and Corp. Support with a "Corp. Support" queue.  I
>> don't
>> > want them to see each other's queues.  However, I would like them to be
>> able
>> > to forward tickets on to the other's queues. What permissions would I
>> need
>> > to set up to make this happen?  I've got it most of the way, to where it
>> > actually works, but when I forward a ticket, at the top in the yellow
>> status
>> > bar it says permission was denied.. though the ticket still seems to
>> > transfer.
>> SeeQueue but not ShowTicket.
>>
>> Although forward is not really the correct term here, one moves ticets
>> between queues.
>>
>
>
>
> 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 jcharaoui at cmaisonneuve.qc.ca  Fri Apr 23 13:38:16 2010
From: jcharaoui at cmaisonneuve.qc.ca (=?ISO-8859-1?Q?J=E9r=F4me_Charaoui?=)
Date: Fri, 23 Apr 2010 13:38:16 -0400
Subject: [rt-users] Database initial data not translated
Message-ID: <4BD1DB08.60509@cmaisonneuve.qc.ca>

Hello,

I'm trying to deploy an RT instance in French.

However, after running "make initialize-database", I notice that all the
data entered into the database is in English (looking via phpmyadmin).

I also notice that there are translation strings in the I18N fr.po file
for "etc/initialdata", so I don't understand why they're not used when
initializing the database contents.

I've Set(@LexiconLanguages, qw(fr)); in my RT_SiteConfig.pm


Thanks,

-- 
J?r?me Charaoui
Service informatique - Coll?ge de Maisonneuve





From jpierce at cambridgeenergyalliance.org  Fri Apr 23 14:10:43 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 23 Apr 2010 14:10:43 -0400
Subject: [rt-users] Simple search for nobody broken in 3.8.6?
Message-ID: <u2nbe7163f1004231110sb8efab8ye3935f9b4d6f9fbd@mail.gmail.com>

I seem to recall being able to search for tickets owned by nobody in 3.8.1,
but in 3.8.6 nobody ends up as a subject term search. Is this a false memory,
or perhaps due to the renaming of Nobody to "Nobody in particular"?

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


From william.graboyes at theportalgrp.com  Fri Apr 23 14:21:05 2010
From: william.graboyes at theportalgrp.com (William Graboyes)
Date: Fri, 23 Apr 2010 11:21:05 -0700
Subject: [rt-users] Simple search for nobody broken in 3.8.6?
In-Reply-To: <u2nbe7163f1004231110sb8efab8ye3935f9b4d6f9fbd@mail.gmail.com>
References: <u2nbe7163f1004231110sb8efab8ye3935f9b4d6f9fbd@mail.gmail.com>
Message-ID: <o2r8a5c3dac1004231121m6226964ewc9d8d222c6cabac0@mail.gmail.com>

Hi Jerrad,

We are using 3.8.7, and the following query runs on the dashboard of every
service desk tech:

 Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open')

Works as expected.

(Note we have not made any changes to this since 3.8.2).

Thanks,
Bill
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From jpierce at cambridgeenergyalliance.org  Fri Apr 23 14:24:14 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 23 Apr 2010 14:24:14 -0400
Subject: [rt-users] Simple search for nobody broken in 3.8.6?
In-Reply-To: <o2r8a5c3dac1004231121m6226964ewc9d8d222c6cabac0@mail.gmail.com>
References: <u2nbe7163f1004231110sb8efab8ye3935f9b4d6f9fbd@mail.gmail.com>
	<o2r8a5c3dac1004231121m6226964ewc9d8d222c6cabac0@mail.gmail.com>
Message-ID: <y2sbe7163f1004231124jcd3b231atdab34c46ba728f3d@mail.gmail.com>

> ?Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open')
That's not a simple search. Simple search is typing a few terms in the
upper-right search box for the Googleish parser to handle.

Typing "general bob" there will show all tickets owned by Bob in the
General queue, but "general nobody" does not do so (in 3.8.6, but I
recall it doing so in 3.8.1)

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


From jpierce at cambridgeenergyalliance.org  Fri Apr 23 14:34:00 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 23 Apr 2010 14:34:00 -0400
Subject: [rt-users] Simple search for nobody broken in 3.8.6?
In-Reply-To: <y2sbe7163f1004231124jcd3b231atdab34c46ba728f3d@mail.gmail.com>
References: <u2nbe7163f1004231110sb8efab8ye3935f9b4d6f9fbd@mail.gmail.com>
	<o2r8a5c3dac1004231121m6226964ewc9d8d222c6cabac0@mail.gmail.com>
	<y2sbe7163f1004231124jcd3b231atdab34c46ba728f3d@mail.gmail.com>
Message-ID: <o2qbe7163f1004231134na8f77d5cp55be8d43daf02d54@mail.gmail.com>

Just diffed Googleish and none of the changes from 3.8.1 to 3.8.6 would
account for this, so it's a false memory/wistful dream for consistency.

OTOH I've discovered (if you did not notice) simple search now supports
exact phrase searches i.e; "quoted strings"
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From jose.fernandez at naxos-fr.net  Mon Apr 26 05:21:21 2010
From: jose.fernandez at naxos-fr.net (=?ISO-8859-1?Q?jos=E9?= fernandez)
Date: Mon, 26 Apr 2010 11:21:21 +0200
Subject: [rt-users] "Forgot password" on the login page
Message-ID: <1272273681.19803.37.camel@Dream.naxos-fr.net>

Hello

is it possible and if so how to add a "Forgot password" on the login
page so a user who has forgotten their password can be requested.

Thank you
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From bogey_63 at yahoo.com  Mon Apr 26 10:57:09 2010
From: bogey_63 at yahoo.com (who else)
Date: Mon, 26 Apr 2010 07:57:09 -0700 (PDT)
Subject: [rt-users] merge users(?)
In-Reply-To: <28167750.post@talk.nabble.com>
References: <28151060.post@talk.nabble.com> <4BBB586E.3020603@umanitoba.ca>
	<28154725.post@talk.nabble.com>
	<B8CF6A0DF94F2F4089443B2386DDE66701E56BECE3@NASANEXMB01.na.qualcomm.com>
	<28160576.post@talk.nabble.com> <20100407161232.GE713@jibsheet.com>
	<28167750.post@talk.nabble.com>
Message-ID: <28364420.post@talk.nabble.com>


Well,
it seems it works.

BUT:

I worked it out this way:

>There is a scrip that can do this:

>http://wiki.bestpractical.com/view/AddRequestor

>You create a custom user field called othermail and populate it with the
>people you want to get the email. All, the other IBMers will be added as
>requestors whenever one of them requests. We've done this for some
>supervisors who want to keep an eye on all calls made by their staff.

Unfortunately this only works for ONE additional othermail but not two. It
only accepts the first emailadress. Anybody out here, to point me in the
right direction please, am not a programmer, so i'd appreciate your help.

Thank you very much.

w_e

PS: Besides this it works like a charm ;-)
-- 
View this message in context: http://old.nabble.com/merge-users%28-%29-tp28151060p28364420.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From aperotti at cutaway.it  Mon Apr 26 11:00:26 2010
From: aperotti at cutaway.it (Andrea Perotti)
Date: Mon, 26 Apr 2010 17:00:26 +0200
Subject: [rt-users] "Forgot password" on the login page
In-Reply-To: <1272273681.19803.37.camel@Dream.naxos-fr.net>
References: <1272273681.19803.37.camel@Dream.naxos-fr.net>
Message-ID: <4BD5AA8A.9080802@cutaway.it>

Il 26/04/2010 11:21, jos? fernandez ha scritto:
> is it possible and if so how to add a "Forgot password" on the login
> page so a user who has forgotten their password can be requested.

http://github.com/gitpan/RT-Extension-ResetPassword

hth

-- 
Andrea Perotti


From jblaine at kickflop.net  Mon Apr 26 11:21:45 2010
From: jblaine at kickflop.net (Jeff Blaine)
Date: Mon, 26 Apr 2010 11:21:45 -0400
Subject: [rt-users] Search results anomaly
In-Reply-To: <4BD090EF.9030700@kickflop.net>
References: <4BD090EF.9030700@kickflop.net>
Message-ID: <4BD5AF89.2040806@kickflop.net>

Does anyone have any suggestions for how to go about
figuring out what is wrong here?

On 4/22/2010 2:09 PM, Jeff Blaine wrote:
> RT 3.8.7
>
> A search for 'Content matches foo.com' is returning some tickets
> and missing others that clearly have foo.com in the Content.
>
>> [root at rtsrv1 bin]# ./rt show 39 | grep foo.com | wc -l
>> 1
>> [root at rtsrv1 bin]#
>> [root at rtsrv1 bin]# ./rt show 23 | grep foo.com | wc -l
>> 67
>> [root at rtsrv1 bin]#
>
> 23 shows up in the web search results.
>
> 39 does not.
>
> Any ideas?
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From ktm at rice.edu  Mon Apr 26 11:50:47 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Mon, 26 Apr 2010 10:50:47 -0500
Subject: [rt-users] Search results anomaly
In-Reply-To: <4BD5AF89.2040806@kickflop.net>
References: <4BD090EF.9030700@kickflop.net> <4BD5AF89.2040806@kickflop.net>
Message-ID: <20100426155047.GA29911@aart.is.rice.edu>

Hi Jeff,

There is nothing here that indicates a problem. It looks
like an apples vs. oranges comparison by the time you include
the actual parameters of the search from the web interface
and the rt commandline interface and possible privilege and
ACL differences. You can use DB query logging to figure out
what SQL is being used in the web search or the commandline
rt and compare the output piece-wise to put yourself at ease.
Maybe look at the individual components of each of the two
tickets, as well.

Cheers,
Ken

On Mon, Apr 26, 2010 at 11:21:45AM -0400, Jeff Blaine wrote:
> Does anyone have any suggestions for how to go about
> figuring out what is wrong here?
>
> On 4/22/2010 2:09 PM, Jeff Blaine wrote:
>> RT 3.8.7
>>
>> A search for 'Content matches foo.com' is returning some tickets
>> and missing others that clearly have foo.com in the Content.
>>
>>> [root at rtsrv1 bin]# ./rt show 39 | grep foo.com | wc -l
>>> 1
>>> [root at rtsrv1 bin]#
>>> [root at rtsrv1 bin]# ./rt show 23 | grep foo.com | wc -l
>>> 67
>>> [root at rtsrv1 bin]#
>>
>> 23 shows up in the web search results.
>>
>> 39 does not.
>>
>> Any ideas?
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From jblaine at kickflop.net  Mon Apr 26 12:14:44 2010
From: jblaine at kickflop.net (Jeff Blaine)
Date: Mon, 26 Apr 2010 12:14:44 -0400
Subject: [rt-users] Search results anomaly
In-Reply-To: <20100426155047.GA29911@aart.is.rice.edu>
References: <4BD090EF.9030700@kickflop.net> <4BD5AF89.2040806@kickflop.net>
	<20100426155047.GA29911@aart.is.rice.edu>
Message-ID: <4BD5BBF4.3040604@kickflop.net>

On 4/26/2010 11:50 AM, Kenneth Marshall wrote:
> Hi Jeff,
>
> There is nothing here that indicates a problem. It looks
> like an apples vs. oranges comparison by the time you include
> the actual parameters of the search from the web interface
> and the rt commandline interface and possible privilege and
> ACL differences. You can use DB query logging to figure out

I think my original post is being misinterpreted.  The 'rt'
CLI commands aren't doing a search.  They're just showing
this list's readers that 'foo.com' does show up in each of
the tickets when doing a simple 'rt show <ticket>'.  It's
not a comparison of "CLI search vs. web search".

> what SQL is being used in the web search or the commandline
> rt and compare the output piece-wise to put yourself at ease.
> Maybe look at the individual components of each of the two
> tickets, as well.

When viewing the tickets using 'Full headers" and then
"Ctrl-F" to examine every instance of 'foo.com' in each ticket
shows that both tickets have the 'foo.com' in text/html parts
(and only there).

Ticket 23 has 67 of those parts and is returned when RT searching
for 'foo.com'

Ticket 39 has 1 of those parts and is not returned when RT searching
for 'foo.com'

By "DB query logging" do you mean Set($StatementLog, "DEBUG");
or something?

Thanks for the reply, Ken

Jeff

> Cheers,
> Ken
>
> On Mon, Apr 26, 2010 at 11:21:45AM -0400, Jeff Blaine wrote:
>> Does anyone have any suggestions for how to go about
>> figuring out what is wrong here?
>>
>> On 4/22/2010 2:09 PM, Jeff Blaine wrote:
>>> RT 3.8.7
>>>
>>> A search for 'Content matches foo.com' is returning some tickets
>>> and missing others that clearly have foo.com in the Content.
>>>
>>>> [root at rtsrv1 bin]# ./rt show 39 | grep foo.com | wc -l
>>>> 1
>>>> [root at rtsrv1 bin]#
>>>> [root at rtsrv1 bin]# ./rt show 23 | grep foo.com | wc -l
>>>> 67
>>>> [root at rtsrv1 bin]#
>>>
>>> 23 shows up in the web search results.
>>>
>>> 39 does not.
>>>
>>> Any ideas?
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>


From rfh at vialtus.com  Mon Apr 26 12:29:57 2010
From: rfh at vialtus.com (Raed El-Hames)
Date: Mon, 26 Apr 2010 17:29:57 +0100
Subject: [rt-users] Search results anomaly
In-Reply-To: <4BD5BBF4.3040604@kickflop.net>
References: <4BD090EF.9030700@kickflop.net>
	<4BD5AF89.2040806@kickflop.net>	<20100426155047.GA29911@aart.is.rice.edu>
	<4BD5BBF4.3040604@kickflop.net>
Message-ID: <4BD5BF85.8050401@vialtus.com>

Jeff;

Does your CLI user have permissions on the queue that ticket 39 is in??
login to the web interface with the same cli user and see if you can 
view the ticket.


Regards;
Roy

 



Jeff Blaine wrote:
> On 4/26/2010 11:50 AM, Kenneth Marshall wrote:
>   
>> Hi Jeff,
>>
>> There is nothing here that indicates a problem. It looks
>> like an apples vs. oranges comparison by the time you include
>> the actual parameters of the search from the web interface
>> and the rt commandline interface and possible privilege and
>> ACL differences. You can use DB query logging to figure out
>>     
>
> I think my original post is being misinterpreted.  The 'rt'
> CLI commands aren't doing a search.  They're just showing
> this list's readers that 'foo.com' does show up in each of
> the tickets when doing a simple 'rt show <ticket>'.  It's
> not a comparison of "CLI search vs. web search".
>
>   
>> what SQL is being used in the web search or the commandline
>> rt and compare the output piece-wise to put yourself at ease.
>> Maybe look at the individual components of each of the two
>> tickets, as well.
>>     
>
> When viewing the tickets using 'Full headers" and then
> "Ctrl-F" to examine every instance of 'foo.com' in each ticket
> shows that both tickets have the 'foo.com' in text/html parts
> (and only there).
>
> Ticket 23 has 67 of those parts and is returned when RT searching
> for 'foo.com'
>
> Ticket 39 has 1 of those parts and is not returned when RT searching
> for 'foo.com'
>
> By "DB query logging" do you mean Set($StatementLog, "DEBUG");
> or something?
>
> Thanks for the reply, Ken
>
> Jeff
>
>   
>> Cheers,
>> Ken
>>
>> On Mon, Apr 26, 2010 at 11:21:45AM -0400, Jeff Blaine wrote:
>>     
>>> Does anyone have any suggestions for how to go about
>>> figuring out what is wrong here?
>>>
>>> On 4/22/2010 2:09 PM, Jeff Blaine wrote:
>>>       
>>>> RT 3.8.7
>>>>
>>>> A search for 'Content matches foo.com' is returning some tickets
>>>> and missing others that clearly have foo.com in the Content.
>>>>
>>>>         
>>>>> [root at rtsrv1 bin]# ./rt show 39 | grep foo.com | wc -l
>>>>> 1
>>>>> [root at rtsrv1 bin]#
>>>>> [root at rtsrv1 bin]# ./rt show 23 | grep foo.com | wc -l
>>>>> 67
>>>>> [root at rtsrv1 bin]#
>>>>>           
>>>> 23 shows up in the web search results.
>>>>
>>>> 39 does not.
>>>>
>>>> Any ideas?
>>>>
>>>>
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>
>>>>         
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>>       
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>   


From paul at paulororke.net  Mon Apr 26 12:30:21 2010
From: paul at paulororke.net (Paul O'Rorke)
Date: Mon, 26 Apr 2010 09:30:21 -0700
Subject: [rt-users] display date format for all users as set in preferences
Message-ID: <4BD5BF9D.50806@paulororke.net>

Hi,

I want all users to see the date format as I have set it (as root) in : 
Preferences --> Locale --> Date Format --> 2010-04-26 16:37:55

After reading posts and the wiki I thought all I had to do was set the 
preference as root for this be be globally set.  When logged in as root 
the date displays as expected on all tickets but when I log in as my 
support staff user the date is the default format: Sun Apr 25 09:35:13 2010

Is there an ACL I need to set?  I'm looking for something to set in the 
group rights for the group "support" I have but cannot for the life of 
me see what it might be.

Have I missed something obvious here?

RT 3.8.4
Ubuntu Server 8.04 LTS
MySQL database
-- 


        Paul O'Rorke

        paul at paulororke.net <mailto:paul at paulororke.net>
        paulororke.net <http://paulororke.net>

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From jblaine at kickflop.net  Mon Apr 26 12:47:22 2010
From: jblaine at kickflop.net (Jeff Blaine)
Date: Mon, 26 Apr 2010 12:47:22 -0400
Subject: [rt-users] Search results anomaly
In-Reply-To: <4BD5BF85.8050401@vialtus.com>
References: <4BD090EF.9030700@kickflop.net>
	<4BD5AF89.2040806@kickflop.net>	<20100426155047.GA29911@aart.is.rice.edu>
	<4BD5BBF4.3040604@kickflop.net> <4BD5BF85.8050401@vialtus.com>
Message-ID: <4BD5C39A.4040209@kickflop.net>

On 4/26/2010 12:29 PM, Raed El-Hames wrote:
> Jeff;
>
> Does your CLI user have permissions on the queue that ticket 39 is in??
> login to the web interface with the same cli user and see if you can
> view the ticket.

Yes, it does.

Again, however, this is not really a report about an anomaly in
the RT CLI.

The incorrect search results are returned via a web GUI search
of "Content matches foo.com"

Here, maybe this makes it more clear, showing the same problem
when using the RT CLI:

[root at rtsrv1 etc]# /apps/rt/bin/rt list "Content like foo.com"
Query:Content like 'foo.com'
Ticket Owner Queue    Age   Told Status Requestor Subject
--------------------------------------------------------------------------------
     23   mbs Incid   1 wk        resolv enVision@ alert -NICAlert-Secur
[root at rtsrv1 etc]#

[root at rtsrv1 etc]# /apps/rt/bin/rt show 39 | grep foo.com
foo.com blah blah... 1 line... not including in this email
[root at rtsrv1 etc]#

[root at rtsrv1 etc]# /apps/rt/bin/rt show 23 | grep foo.com
foo.com blah blah... not including in this email
foo.com matching lines 66 more times... not including in this email
[root at rtsrv1 etc]#



> Regards;
> Roy
>
>
>
>
>
> Jeff Blaine wrote:
>> On 4/26/2010 11:50 AM, Kenneth Marshall wrote:
>>> Hi Jeff,
>>>
>>> There is nothing here that indicates a problem. It looks
>>> like an apples vs. oranges comparison by the time you include
>>> the actual parameters of the search from the web interface
>>> and the rt commandline interface and possible privilege and
>>> ACL differences. You can use DB query logging to figure out
>>
>> I think my original post is being misinterpreted. The 'rt'
>> CLI commands aren't doing a search. They're just showing
>> this list's readers that 'foo.com' does show up in each of
>> the tickets when doing a simple 'rt show <ticket>'. It's
>> not a comparison of "CLI search vs. web search".
>>
>>> what SQL is being used in the web search or the commandline
>>> rt and compare the output piece-wise to put yourself at ease.
>>> Maybe look at the individual components of each of the two
>>> tickets, as well.
>>
>> When viewing the tickets using 'Full headers" and then
>> "Ctrl-F" to examine every instance of 'foo.com' in each ticket
>> shows that both tickets have the 'foo.com' in text/html parts
>> (and only there).
>>
>> Ticket 23 has 67 of those parts and is returned when RT searching
>> for 'foo.com'
>>
>> Ticket 39 has 1 of those parts and is not returned when RT searching
>> for 'foo.com'
>>
>> By "DB query logging" do you mean Set($StatementLog, "DEBUG");
>> or something?
>>
>> Thanks for the reply, Ken
>>
>> Jeff
>>
>>> Cheers,
>>> Ken
>>>
>>> On Mon, Apr 26, 2010 at 11:21:45AM -0400, Jeff Blaine wrote:
>>>> Does anyone have any suggestions for how to go about
>>>> figuring out what is wrong here?
>>>>
>>>> On 4/22/2010 2:09 PM, Jeff Blaine wrote:
>>>>> RT 3.8.7
>>>>>
>>>>> A search for 'Content matches foo.com' is returning some tickets
>>>>> and missing others that clearly have foo.com in the Content.
>>>>>
>>>>>> [root at rtsrv1 bin]# ./rt show 39 | grep foo.com | wc -l
>>>>>> 1
>>>>>> [root at rtsrv1 bin]#
>>>>>> [root at rtsrv1 bin]# ./rt show 23 | grep foo.com | wc -l
>>>>>> 67
>>>>>> [root at rtsrv1 bin]#
>>>>> 23 shows up in the web search results.
>>>>>
>>>>> 39 does not.
>>>>>
>>>>> Any ideas?
>>>>>
>>>>>
>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>


From cloos at netcologne.de  Mon Apr 26 12:48:00 2010
From: cloos at netcologne.de (Christian Loos)
Date: Mon, 26 Apr 2010 18:48:00 +0200
Subject: [rt-users] Remove requestor's e-mail only from 1 queue
In-Reply-To: <g2s6b011ab81004220654w2cad4051ia05a91f85feae58c@mail.gmail.com>
References: <s2w6b011ab81004220639q11f180a9xe85d8889682efc95@mail.gmail.com>
	<4BD0535D.4040503@vialtus.com>
	<g2s6b011ab81004220654w2cad4051ia05a91f85feae58c@mail.gmail.com>
Message-ID: <4BD5C3C0.2000008@netcologne.de>

If you don't want to touch the code you can also do that with an scrip
for this queue.

Condition: On Create
Action: User defined
Template: Global template: Blank
Stage: TransactionCreate

Custom action preparation code:
return 1;

Custom action cleanup code:
$self->TicketObj->DeleteWatcher(
  Type => 'Requestor',
  Email => $self->CurrentUser->EmailAddress,
  Silent => 1);
return 1;


-- 
Chris

Am 22.04.2010 15:54, schrieb Max McGrath:
> That worked perfectly!
> 
> Thank you so much!!
> --
> Max McGrath
> Asst. Network Admin/Systems Specialist
> Carthage College
> 262-552-5512
> mmcgrath at carthage.edu <mailto:mmcgrath at carthage.edu>
> 
> 
> On Thu, Apr 22, 2010 at 8:47 AM, Raed El-Hames <rfh at vialtus.com
> <mailto:rfh at vialtus.com>> wrote:
> 
>     Max:
>     *
>     *
>     Edit Create.html change
> 
>     <td class="value" colspan="5">
>     <& /Elements/EmailInput, Name => 'Requestors', Size => '40', Default
>     => $ARGS{Requestors} || $session{CurrentUser}->EmailAddress &>
>     </td>
> 
>     to
> 
>     <td class="value" colspan="5">
>     % if ($QueueObj->Name eq 'Quick Ticket') {
>       <& /Elements/EmailInput, Name => 'Requestors', Size => '40',
>     Default => $ARGS{Requestors} &>
>     % } else {
>       <& /Elements/EmailInput, Name => 'Requestors', Size => '40',
>     Default => $ARGS{Requestors} || $session{CurrentUser}->EmailAddress &>
>     %}
>     </td>
> 
> 
> 
>     Roy
> 
> 
>     Max McGrath wrote:
> 
>         Hi all -
> 
>         Running RT 3.8.7 on Ubuntu 9.04.
> 
>         We have a "Quick Ticket" queue.  This queue is only used when
>         patrons walk up or call the information desk.  So, what's
>         happening is if I get a call and have to create a ticket for
>         someone else while I'm logged in, the requestor e-mail is set to
>         mine.  For this queue, it'd be best if that field was just left
>         blank.
> 
>         I've gone into the file system and found the Create.html page
>         and where this info would come from, but this is universal for
>         all queues.  I DO NOT want to get rid of this for any other
>         queue just the Quick Ticket queue.
> 
>         Am I SOL?  --
>         Max McGrath
>         Asst. Network Admin/Systems Specialist
>         Carthage College
>         262-552-5512
>         mmcgrath at carthage.edu <mailto:mmcgrath at carthage.edu>
>         <mailto:mmcgrath at carthage.edu <mailto:mmcgrath at carthage.edu>>
> 
> 
> 
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From cloos at netcologne.de  Mon Apr 26 12:48:00 2010
From: cloos at netcologne.de (Christian Loos)
Date: Mon, 26 Apr 2010 18:48:00 +0200
Subject: [rt-users] Remove requestor's e-mail only from 1 queue
In-Reply-To: <g2s6b011ab81004220654w2cad4051ia05a91f85feae58c@mail.gmail.com>
References: <s2w6b011ab81004220639q11f180a9xe85d8889682efc95@mail.gmail.com>
	<4BD0535D.4040503@vialtus.com>
	<g2s6b011ab81004220654w2cad4051ia05a91f85feae58c@mail.gmail.com>
Message-ID: <4BD5C3C0.2000008@netcologne.de>

If you don't want to touch the code you can also do that with an scrip
for this queue.

Condition: On Create
Action: User defined
Template: Global template: Blank
Stage: TransactionCreate

Custom action preparation code:
return 1;

Custom action cleanup code:
$self->TicketObj->DeleteWatcher(
  Type => 'Requestor',
  Email => $self->CurrentUser->EmailAddress,
  Silent => 1);
return 1;


-- 
Chris

Am 22.04.2010 15:54, schrieb Max McGrath:
> That worked perfectly!
> 
> Thank you so much!!
> --
> Max McGrath
> Asst. Network Admin/Systems Specialist
> Carthage College
> 262-552-5512
> mmcgrath at carthage.edu <mailto:mmcgrath at carthage.edu>
> 
> 
> On Thu, Apr 22, 2010 at 8:47 AM, Raed El-Hames <rfh at vialtus.com
> <mailto:rfh at vialtus.com>> wrote:
> 
>     Max:
>     *
>     *
>     Edit Create.html change
> 
>     <td class="value" colspan="5">
>     <& /Elements/EmailInput, Name => 'Requestors', Size => '40', Default
>     => $ARGS{Requestors} || $session{CurrentUser}->EmailAddress &>
>     </td>
> 
>     to
> 
>     <td class="value" colspan="5">
>     % if ($QueueObj->Name eq 'Quick Ticket') {
>       <& /Elements/EmailInput, Name => 'Requestors', Size => '40',
>     Default => $ARGS{Requestors} &>
>     % } else {
>       <& /Elements/EmailInput, Name => 'Requestors', Size => '40',
>     Default => $ARGS{Requestors} || $session{CurrentUser}->EmailAddress &>
>     %}
>     </td>
> 
> 
> 
>     Roy
> 
> 
>     Max McGrath wrote:
> 
>         Hi all -
> 
>         Running RT 3.8.7 on Ubuntu 9.04.
> 
>         We have a "Quick Ticket" queue.  This queue is only used when
>         patrons walk up or call the information desk.  So, what's
>         happening is if I get a call and have to create a ticket for
>         someone else while I'm logged in, the requestor e-mail is set to
>         mine.  For this queue, it'd be best if that field was just left
>         blank.
> 
>         I've gone into the file system and found the Create.html page
>         and where this info would come from, but this is universal for
>         all queues.  I DO NOT want to get rid of this for any other
>         queue just the Quick Ticket queue.
> 
>         Am I SOL?  --
>         Max McGrath
>         Asst. Network Admin/Systems Specialist
>         Carthage College
>         262-552-5512
>         mmcgrath at carthage.edu <mailto:mmcgrath at carthage.edu>
>         <mailto:mmcgrath at carthage.edu <mailto:mmcgrath at carthage.edu>>
> 
> 
> 
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com




From kfcrocker at lbl.gov  Mon Apr 26 13:02:14 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 26 Apr 2010 10:02:14 -0700
Subject: [rt-users] display date format for all users as set in
	preferences
In-Reply-To: <4BD5BF9D.50806@paulororke.net>
References: <4BD5BF9D.50806@paulororke.net>
Message-ID: <m2ne9f825501004261002i6f26bd6eq1fe40087de62df13@mail.gmail.com>

Paul,

These are the settings we use in the RT_SiteConfig.pm file in the
/RTHome/etc/ directory.

*Set($DateTimeFormat, {Format => 'Default', Time => 0,});  # This drops time
from display*

*Set($DateDayBeforeMonth, 0);*

I assume you're talking about 3.8.x (we're in 3.8.7). Also, regardless of
what you set as the global default, individual users can set their own
preference to be different that what the global default is for those
settings.

Hope this helps.

Kenn
LBNL

On Mon, Apr 26, 2010 at 9:30 AM, Paul O'Rorke <paul at paulororke.net> wrote:

>  Hi,
>
> I want all users to see the date format as I have set it (as root) in : Preferences
> --> Locale --> Date Format --> 2010-04-26 16:37:55
>
> After reading posts and the wiki I thought all I had to do was set the
> preference as root for this be be globally set.  When logged in as root the
> date displays as expected on all tickets but when I log in as my support
> staff user the date is the default format: Sun Apr 25 09:35:13 2010
>
> Is there an ACL I need to set?  I'm looking for something to set in the
> group rights for the group "support" I have but cannot for the life of me
> see what it might be.
>
> Have I missed something obvious here?
>
> RT 3.8.4
> Ubuntu Server 8.04 LTS
> MySQL database
> --
> Paul O'Rorke
>
> paul at paulororke.net
> paulororke.net
>
>
> 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 ktm at rice.edu  Mon Apr 26 14:19:17 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Mon, 26 Apr 2010 13:19:17 -0500
Subject: [rt-users] Search results anomaly
In-Reply-To: <4BD5C39A.4040209@kickflop.net>
References: <4BD090EF.9030700@kickflop.net> <4BD5AF89.2040806@kickflop.net>
	<20100426155047.GA29911@aart.is.rice.edu>
	<4BD5BBF4.3040604@kickflop.net> <4BD5BF85.8050401@vialtus.com>
	<4BD5C39A.4040209@kickflop.net>
Message-ID: <20100426181917.GC29911@aart.is.rice.edu>

Well, that knocks out the ACL issue. Do you think that your
Mason cache is confused? Maybe stop RT, clear the cache, and
restart RT to see if that helps. What DB backend are you using
and which version of RT are you running?

Cheers,
Ken

On Mon, Apr 26, 2010 at 12:47:22PM -0400, Jeff Blaine wrote:
> On 4/26/2010 12:29 PM, Raed El-Hames wrote:
>> Jeff;
>>
>> Does your CLI user have permissions on the queue that ticket 39 is in??
>> login to the web interface with the same cli user and see if you can
>> view the ticket.
>
> Yes, it does.
>
> Again, however, this is not really a report about an anomaly in
> the RT CLI.
>
> The incorrect search results are returned via a web GUI search
> of "Content matches foo.com"
>
> Here, maybe this makes it more clear, showing the same problem
> when using the RT CLI:
>
> [root at rtsrv1 etc]# /apps/rt/bin/rt list "Content like foo.com"
> Query:Content like 'foo.com'
> Ticket Owner Queue    Age   Told Status Requestor Subject
> --------------------------------------------------------------------------------
>     23   mbs Incid   1 wk        resolv enVision@ alert -NICAlert-Secur
> [root at rtsrv1 etc]#
>
> [root at rtsrv1 etc]# /apps/rt/bin/rt show 39 | grep foo.com
> foo.com blah blah... 1 line... not including in this email
> [root at rtsrv1 etc]#
>
> [root at rtsrv1 etc]# /apps/rt/bin/rt show 23 | grep foo.com
> foo.com blah blah... not including in this email
> foo.com matching lines 66 more times... not including in this email
> [root at rtsrv1 etc]#
>
>
>
>> Regards;
>> Roy
>>
>>
>>
>>
>>
>> Jeff Blaine wrote:
>>> On 4/26/2010 11:50 AM, Kenneth Marshall wrote:
>>>> Hi Jeff,
>>>>
>>>> There is nothing here that indicates a problem. It looks
>>>> like an apples vs. oranges comparison by the time you include
>>>> the actual parameters of the search from the web interface
>>>> and the rt commandline interface and possible privilege and
>>>> ACL differences. You can use DB query logging to figure out
>>>
>>> I think my original post is being misinterpreted. The 'rt'
>>> CLI commands aren't doing a search. They're just showing
>>> this list's readers that 'foo.com' does show up in each of
>>> the tickets when doing a simple 'rt show <ticket>'. It's
>>> not a comparison of "CLI search vs. web search".
>>>
>>>> what SQL is being used in the web search or the commandline
>>>> rt and compare the output piece-wise to put yourself at ease.
>>>> Maybe look at the individual components of each of the two
>>>> tickets, as well.
>>>
>>> When viewing the tickets using 'Full headers" and then
>>> "Ctrl-F" to examine every instance of 'foo.com' in each ticket
>>> shows that both tickets have the 'foo.com' in text/html parts
>>> (and only there).
>>>
>>> Ticket 23 has 67 of those parts and is returned when RT searching
>>> for 'foo.com'
>>>
>>> Ticket 39 has 1 of those parts and is not returned when RT searching
>>> for 'foo.com'
>>>
>>> By "DB query logging" do you mean Set($StatementLog, "DEBUG");
>>> or something?
>>>
>>> Thanks for the reply, Ken
>>>
>>> Jeff
>>>
>>>> Cheers,
>>>> Ken
>>>>
>>>> On Mon, Apr 26, 2010 at 11:21:45AM -0400, Jeff Blaine wrote:
>>>>> Does anyone have any suggestions for how to go about
>>>>> figuring out what is wrong here?
>>>>>
>>>>> On 4/22/2010 2:09 PM, Jeff Blaine wrote:
>>>>>> RT 3.8.7
>>>>>>
>>>>>> A search for 'Content matches foo.com' is returning some tickets
>>>>>> and missing others that clearly have foo.com in the Content.
>>>>>>
>>>>>>> [root at rtsrv1 bin]# ./rt show 39 | grep foo.com | wc -l
>>>>>>> 1
>>>>>>> [root at rtsrv1 bin]#
>>>>>>> [root at rtsrv1 bin]# ./rt show 23 | grep foo.com | wc -l
>>>>>>> 67
>>>>>>> [root at rtsrv1 bin]#
>>>>>> 23 shows up in the web search results.
>>>>>>
>>>>>> 39 does not.
>>>>>>
>>>>>> Any ideas?
>>>>>>
>>>>>>
>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>
>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>
>


From jblaine at kickflop.net  Mon Apr 26 15:00:39 2010
From: jblaine at kickflop.net (Jeff Blaine)
Date: Mon, 26 Apr 2010 15:00:39 -0400
Subject: [rt-users] Search results anomaly
In-Reply-To: <20100426181917.GC29911@aart.is.rice.edu>
References: <4BD090EF.9030700@kickflop.net> <4BD5AF89.2040806@kickflop.net>
	<20100426155047.GA29911@aart.is.rice.edu>
	<4BD5BBF4.3040604@kickflop.net> <4BD5BF85.8050401@vialtus.com>
	<4BD5C39A.4040209@kickflop.net>
	<20100426181917.GC29911@aart.is.rice.edu>
Message-ID: <4BD5E2D7.3080200@kickflop.net>

On 4/26/2010 2:19 PM, Kenneth Marshall wrote:
> Well, that knocks out the ACL issue. Do you think that your
> Mason cache is confused? Maybe stop RT, clear the cache, and
> restart RT to see if that helps. What DB backend are you using
> and which version of RT are you running?

RT 3.8.7
PostgreSQL as it comes with RHELv5 + updates from yum

Clearing the Mason cache didn't help :|

>
> Cheers,
> Ken
>
> On Mon, Apr 26, 2010 at 12:47:22PM -0400, Jeff Blaine wrote:
>> On 4/26/2010 12:29 PM, Raed El-Hames wrote:
>>> Jeff;
>>>
>>> Does your CLI user have permissions on the queue that ticket 39 is in??
>>> login to the web interface with the same cli user and see if you can
>>> view the ticket.
>>
>> Yes, it does.
>>
>> Again, however, this is not really a report about an anomaly in
>> the RT CLI.
>>
>> The incorrect search results are returned via a web GUI search
>> of "Content matches foo.com"
>>
>> Here, maybe this makes it more clear, showing the same problem
>> when using the RT CLI:
>>
>> [root at rtsrv1 etc]# /apps/rt/bin/rt list "Content like foo.com"
>> Query:Content like 'foo.com'
>> Ticket Owner Queue    Age   Told Status Requestor Subject
>> --------------------------------------------------------------------------------
>>      23   mbs Incid   1 wk        resolv enVision@ alert -NICAlert-Secur
>> [root at rtsrv1 etc]#
>>
>> [root at rtsrv1 etc]# /apps/rt/bin/rt show 39 | grep foo.com
>> foo.com blah blah... 1 line... not including in this email
>> [root at rtsrv1 etc]#
>>
>> [root at rtsrv1 etc]# /apps/rt/bin/rt show 23 | grep foo.com
>> foo.com blah blah... not including in this email
>> foo.com matching lines 66 more times... not including in this email
>> [root at rtsrv1 etc]#
>>
>>
>>
>>> Regards;
>>> Roy
>>>
>>>
>>>
>>>
>>>
>>> Jeff Blaine wrote:
>>>> On 4/26/2010 11:50 AM, Kenneth Marshall wrote:
>>>>> Hi Jeff,
>>>>>
>>>>> There is nothing here that indicates a problem. It looks
>>>>> like an apples vs. oranges comparison by the time you include
>>>>> the actual parameters of the search from the web interface
>>>>> and the rt commandline interface and possible privilege and
>>>>> ACL differences. You can use DB query logging to figure out
>>>>
>>>> I think my original post is being misinterpreted. The 'rt'
>>>> CLI commands aren't doing a search. They're just showing
>>>> this list's readers that 'foo.com' does show up in each of
>>>> the tickets when doing a simple 'rt show<ticket>'. It's
>>>> not a comparison of "CLI search vs. web search".
>>>>
>>>>> what SQL is being used in the web search or the commandline
>>>>> rt and compare the output piece-wise to put yourself at ease.
>>>>> Maybe look at the individual components of each of the two
>>>>> tickets, as well.
>>>>
>>>> When viewing the tickets using 'Full headers" and then
>>>> "Ctrl-F" to examine every instance of 'foo.com' in each ticket
>>>> shows that both tickets have the 'foo.com' in text/html parts
>>>> (and only there).
>>>>
>>>> Ticket 23 has 67 of those parts and is returned when RT searching
>>>> for 'foo.com'
>>>>
>>>> Ticket 39 has 1 of those parts and is not returned when RT searching
>>>> for 'foo.com'
>>>>
>>>> By "DB query logging" do you mean Set($StatementLog, "DEBUG");
>>>> or something?
>>>>
>>>> Thanks for the reply, Ken
>>>>
>>>> Jeff
>>>>
>>>>> Cheers,
>>>>> Ken
>>>>>
>>>>> On Mon, Apr 26, 2010 at 11:21:45AM -0400, Jeff Blaine wrote:
>>>>>> Does anyone have any suggestions for how to go about
>>>>>> figuring out what is wrong here?
>>>>>>
>>>>>> On 4/22/2010 2:09 PM, Jeff Blaine wrote:
>>>>>>> RT 3.8.7
>>>>>>>
>>>>>>> A search for 'Content matches foo.com' is returning some tickets
>>>>>>> and missing others that clearly have foo.com in the Content.
>>>>>>>
>>>>>>>> [root at rtsrv1 bin]# ./rt show 39 | grep foo.com | wc -l
>>>>>>>> 1
>>>>>>>> [root at rtsrv1 bin]#
>>>>>>>> [root at rtsrv1 bin]# ./rt show 23 | grep foo.com | wc -l
>>>>>>>> 67
>>>>>>>> [root at rtsrv1 bin]#
>>>>>>> 23 shows up in the web search results.
>>>>>>>
>>>>>>> 39 does not.
>>>>>>>
>>>>>>> Any ideas?
>>>>>>>
>>>>>>>
>>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>
>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>
>>>>
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>
>


From ktm at rice.edu  Mon Apr 26 16:52:10 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Mon, 26 Apr 2010 15:52:10 -0500
Subject: [rt-users] Search results anomaly
In-Reply-To: <4BD5E2D7.3080200@kickflop.net>
References: <4BD090EF.9030700@kickflop.net> <4BD5AF89.2040806@kickflop.net>
	<20100426155047.GA29911@aart.is.rice.edu>
	<4BD5BBF4.3040604@kickflop.net> <4BD5BF85.8050401@vialtus.com>
	<4BD5C39A.4040209@kickflop.net>
	<20100426181917.GC29911@aart.is.rice.edu>
	<4BD5E2D7.3080200@kickflop.net>
Message-ID: <20100426205204.GE29911@aart.is.rice.edu>

Jeff,

Are you using the Full-text index support from the wiki?
There were some index bugs that may require you to re-index
to fix, specifically some rows were not reported correctly
as valid matches. I believe that the PostgreSQL release
notes mentioned that need. Maybe that is your problem. We
are using RT-3.8.5 and PostgreSQL 8.4.2 here with the full-text
support without an issue.

Regards,
Ken


On Mon, Apr 26, 2010 at 03:00:39PM -0400, Jeff Blaine wrote:
> On 4/26/2010 2:19 PM, Kenneth Marshall wrote:
>> Well, that knocks out the ACL issue. Do you think that your
>> Mason cache is confused? Maybe stop RT, clear the cache, and
>> restart RT to see if that helps. What DB backend are you using
>> and which version of RT are you running?
>
> RT 3.8.7
> PostgreSQL as it comes with RHELv5 + updates from yum
>
> Clearing the Mason cache didn't help :|
>
>>
>> Cheers,
>> Ken
>>
>> On Mon, Apr 26, 2010 at 12:47:22PM -0400, Jeff Blaine wrote:
>>> On 4/26/2010 12:29 PM, Raed El-Hames wrote:
>>>> Jeff;
>>>>
>>>> Does your CLI user have permissions on the queue that ticket 39 is in??
>>>> login to the web interface with the same cli user and see if you can
>>>> view the ticket.
>>>
>>> Yes, it does.
>>>
>>> Again, however, this is not really a report about an anomaly in
>>> the RT CLI.
>>>
>>> The incorrect search results are returned via a web GUI search
>>> of "Content matches foo.com"
>>>
>>> Here, maybe this makes it more clear, showing the same problem
>>> when using the RT CLI:
>>>
>>> [root at rtsrv1 etc]# /apps/rt/bin/rt list "Content like foo.com"
>>> Query:Content like 'foo.com'
>>> Ticket Owner Queue    Age   Told Status Requestor Subject
>>> --------------------------------------------------------------------------------
>>>      23   mbs Incid   1 wk        resolv enVision@ alert -NICAlert-Secur
>>> [root at rtsrv1 etc]#
>>>
>>> [root at rtsrv1 etc]# /apps/rt/bin/rt show 39 | grep foo.com
>>> foo.com blah blah... 1 line... not including in this email
>>> [root at rtsrv1 etc]#
>>>
>>> [root at rtsrv1 etc]# /apps/rt/bin/rt show 23 | grep foo.com
>>> foo.com blah blah... not including in this email
>>> foo.com matching lines 66 more times... not including in this email
>>> [root at rtsrv1 etc]#
>>>
>>>
>>>
>>>> Regards;
>>>> Roy
>>>>
>>>>
>>>>
>>>>
>>>>
>>>> Jeff Blaine wrote:
>>>>> On 4/26/2010 11:50 AM, Kenneth Marshall wrote:
>>>>>> Hi Jeff,
>>>>>>
>>>>>> There is nothing here that indicates a problem. It looks
>>>>>> like an apples vs. oranges comparison by the time you include
>>>>>> the actual parameters of the search from the web interface
>>>>>> and the rt commandline interface and possible privilege and
>>>>>> ACL differences. You can use DB query logging to figure out
>>>>>
>>>>> I think my original post is being misinterpreted. The 'rt'
>>>>> CLI commands aren't doing a search. They're just showing
>>>>> this list's readers that 'foo.com' does show up in each of
>>>>> the tickets when doing a simple 'rt show<ticket>'. It's
>>>>> not a comparison of "CLI search vs. web search".
>>>>>
>>>>>> what SQL is being used in the web search or the commandline
>>>>>> rt and compare the output piece-wise to put yourself at ease.
>>>>>> Maybe look at the individual components of each of the two
>>>>>> tickets, as well.
>>>>>
>>>>> When viewing the tickets using 'Full headers" and then
>>>>> "Ctrl-F" to examine every instance of 'foo.com' in each ticket
>>>>> shows that both tickets have the 'foo.com' in text/html parts
>>>>> (and only there).
>>>>>
>>>>> Ticket 23 has 67 of those parts and is returned when RT searching
>>>>> for 'foo.com'
>>>>>
>>>>> Ticket 39 has 1 of those parts and is not returned when RT searching
>>>>> for 'foo.com'
>>>>>
>>>>> By "DB query logging" do you mean Set($StatementLog, "DEBUG");
>>>>> or something?
>>>>>
>>>>> Thanks for the reply, Ken
>>>>>
>>>>> Jeff
>>>>>
>>>>>> Cheers,
>>>>>> Ken
>>>>>>
>>>>>> On Mon, Apr 26, 2010 at 11:21:45AM -0400, Jeff Blaine wrote:
>>>>>>> Does anyone have any suggestions for how to go about
>>>>>>> figuring out what is wrong here?
>>>>>>>
>>>>>>> On 4/22/2010 2:09 PM, Jeff Blaine wrote:
>>>>>>>> RT 3.8.7
>>>>>>>>
>>>>>>>> A search for 'Content matches foo.com' is returning some tickets
>>>>>>>> and missing others that clearly have foo.com in the Content.
>>>>>>>>
>>>>>>>>> [root at rtsrv1 bin]# ./rt show 39 | grep foo.com | wc -l
>>>>>>>>> 1
>>>>>>>>> [root at rtsrv1 bin]#
>>>>>>>>> [root at rtsrv1 bin]# ./rt show 23 | grep foo.com | wc -l
>>>>>>>>> 67
>>>>>>>>> [root at rtsrv1 bin]#
>>>>>>>> 23 shows up in the web search results.
>>>>>>>>
>>>>>>>> 39 does not.
>>>>>>>>
>>>>>>>> Any ideas?
>>>>>>>>
>>>>>>>>
>>>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>>
>>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>
>>>>>
>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>
>>>
>>
>


From jblaine at kickflop.net  Mon Apr 26 16:54:45 2010
From: jblaine at kickflop.net (Jeff Blaine)
Date: Mon, 26 Apr 2010 16:54:45 -0400
Subject: [rt-users] Search results anomaly
In-Reply-To: <20100426205204.GE29911@aart.is.rice.edu>
References: <4BD090EF.9030700@kickflop.net> <4BD5AF89.2040806@kickflop.net>
	<20100426155047.GA29911@aart.is.rice.edu>
	<4BD5BBF4.3040604@kickflop.net> <4BD5BF85.8050401@vialtus.com>
	<4BD5C39A.4040209@kickflop.net>
	<20100426181917.GC29911@aart.is.rice.edu>
	<4BD5E2D7.3080200@kickflop.net>
	<20100426205204.GE29911@aart.is.rice.edu>
Message-ID: <4BD5FD95.9080509@kickflop.net>

On 4/26/2010 4:52 PM, Kenneth Marshall wrote:
> Jeff,
>
> Are you using the Full-text index support from the wiki?

Nope.

Just RT 3.8.7 + RTFM 2.4.2.  No add-ons/tweaks from the wiki.

> There were some index bugs that may require you to re-index
> to fix, specifically some rows were not reported correctly
> as valid matches. I believe that the PostgreSQL release
> notes mentioned that need. Maybe that is your problem. We
> are using RT-3.8.5 and PostgreSQL 8.4.2 here with the full-text
> support without an issue.
>
> Regards,
> Ken
>
>
> On Mon, Apr 26, 2010 at 03:00:39PM -0400, Jeff Blaine wrote:
>> On 4/26/2010 2:19 PM, Kenneth Marshall wrote:
>>> Well, that knocks out the ACL issue. Do you think that your
>>> Mason cache is confused? Maybe stop RT, clear the cache, and
>>> restart RT to see if that helps. What DB backend are you using
>>> and which version of RT are you running?
>>
>> RT 3.8.7
>> PostgreSQL as it comes with RHELv5 + updates from yum
>>
>> Clearing the Mason cache didn't help :|
>>
>>>
>>> Cheers,
>>> Ken
>>>
>>> On Mon, Apr 26, 2010 at 12:47:22PM -0400, Jeff Blaine wrote:
>>>> On 4/26/2010 12:29 PM, Raed El-Hames wrote:
>>>>> Jeff;
>>>>>
>>>>> Does your CLI user have permissions on the queue that ticket 39 is in??
>>>>> login to the web interface with the same cli user and see if you can
>>>>> view the ticket.
>>>>
>>>> Yes, it does.
>>>>
>>>> Again, however, this is not really a report about an anomaly in
>>>> the RT CLI.
>>>>
>>>> The incorrect search results are returned via a web GUI search
>>>> of "Content matches foo.com"
>>>>
>>>> Here, maybe this makes it more clear, showing the same problem
>>>> when using the RT CLI:
>>>>
>>>> [root at rtsrv1 etc]# /apps/rt/bin/rt list "Content like foo.com"
>>>> Query:Content like 'foo.com'
>>>> Ticket Owner Queue    Age   Told Status Requestor Subject
>>>> --------------------------------------------------------------------------------
>>>>       23   mbs Incid   1 wk        resolv enVision@ alert -NICAlert-Secur
>>>> [root at rtsrv1 etc]#
>>>>
>>>> [root at rtsrv1 etc]# /apps/rt/bin/rt show 39 | grep foo.com
>>>> foo.com blah blah... 1 line... not including in this email
>>>> [root at rtsrv1 etc]#
>>>>
>>>> [root at rtsrv1 etc]# /apps/rt/bin/rt show 23 | grep foo.com
>>>> foo.com blah blah... not including in this email
>>>> foo.com matching lines 66 more times... not including in this email
>>>> [root at rtsrv1 etc]#
>>>>
>>>>
>>>>
>>>>> Regards;
>>>>> Roy
>>>>>
>>>>>
>>>>>
>>>>>
>>>>>
>>>>> Jeff Blaine wrote:
>>>>>> On 4/26/2010 11:50 AM, Kenneth Marshall wrote:
>>>>>>> Hi Jeff,
>>>>>>>
>>>>>>> There is nothing here that indicates a problem. It looks
>>>>>>> like an apples vs. oranges comparison by the time you include
>>>>>>> the actual parameters of the search from the web interface
>>>>>>> and the rt commandline interface and possible privilege and
>>>>>>> ACL differences. You can use DB query logging to figure out
>>>>>>
>>>>>> I think my original post is being misinterpreted. The 'rt'
>>>>>> CLI commands aren't doing a search. They're just showing
>>>>>> this list's readers that 'foo.com' does show up in each of
>>>>>> the tickets when doing a simple 'rt show<ticket>'. It's
>>>>>> not a comparison of "CLI search vs. web search".
>>>>>>
>>>>>>> what SQL is being used in the web search or the commandline
>>>>>>> rt and compare the output piece-wise to put yourself at ease.
>>>>>>> Maybe look at the individual components of each of the two
>>>>>>> tickets, as well.
>>>>>>
>>>>>> When viewing the tickets using 'Full headers" and then
>>>>>> "Ctrl-F" to examine every instance of 'foo.com' in each ticket
>>>>>> shows that both tickets have the 'foo.com' in text/html parts
>>>>>> (and only there).
>>>>>>
>>>>>> Ticket 23 has 67 of those parts and is returned when RT searching
>>>>>> for 'foo.com'
>>>>>>
>>>>>> Ticket 39 has 1 of those parts and is not returned when RT searching
>>>>>> for 'foo.com'
>>>>>>
>>>>>> By "DB query logging" do you mean Set($StatementLog, "DEBUG");
>>>>>> or something?
>>>>>>
>>>>>> Thanks for the reply, Ken
>>>>>>
>>>>>> Jeff
>>>>>>
>>>>>>> Cheers,
>>>>>>> Ken
>>>>>>>
>>>>>>> On Mon, Apr 26, 2010 at 11:21:45AM -0400, Jeff Blaine wrote:
>>>>>>>> Does anyone have any suggestions for how to go about
>>>>>>>> figuring out what is wrong here?
>>>>>>>>
>>>>>>>> On 4/22/2010 2:09 PM, Jeff Blaine wrote:
>>>>>>>>> RT 3.8.7
>>>>>>>>>
>>>>>>>>> A search for 'Content matches foo.com' is returning some tickets
>>>>>>>>> and missing others that clearly have foo.com in the Content.
>>>>>>>>>
>>>>>>>>>> [root at rtsrv1 bin]# ./rt show 39 | grep foo.com | wc -l
>>>>>>>>>> 1
>>>>>>>>>> [root at rtsrv1 bin]#
>>>>>>>>>> [root at rtsrv1 bin]# ./rt show 23 | grep foo.com | wc -l
>>>>>>>>>> 67
>>>>>>>>>> [root at rtsrv1 bin]#
>>>>>>>>> 23 shows up in the web search results.
>>>>>>>>>
>>>>>>>>> 39 does not.
>>>>>>>>>
>>>>>>>>> Any ideas?
>>>>>>>>>
>>>>>>>>>
>>>>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>>>
>>>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>>
>>>>>>
>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>
>>>>
>>>
>>
>


From ktm at rice.edu  Mon Apr 26 17:04:15 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Mon, 26 Apr 2010 16:04:15 -0500
Subject: [rt-users] Search results anomaly
In-Reply-To: <4BD5FD95.9080509@kickflop.net>
References: <4BD090EF.9030700@kickflop.net> <4BD5AF89.2040806@kickflop.net>
	<20100426155047.GA29911@aart.is.rice.edu>
	<4BD5BBF4.3040604@kickflop.net> <4BD5BF85.8050401@vialtus.com>
	<4BD5C39A.4040209@kickflop.net>
	<20100426181917.GC29911@aart.is.rice.edu>
	<4BD5E2D7.3080200@kickflop.net>
	<20100426205204.GE29911@aart.is.rice.edu>
	<4BD5FD95.9080509@kickflop.net>
Message-ID: <20100426210415.GF29911@aart.is.rice.edu>

I am not certain what to do. For myself, I would turn on
SQL statement logging within the database. Set:

log_min_duration_statement = 0

in your postgresql.conf for the database and run both
queries in RT. Then turn it back done and pick apart the
query results to see if the problem is a logic problem or
possibly an encoding issue which results in "equal" items
not showing as "equal". Also, it looks like you are just
starting with such a low ticket number, but if you plan
on using full content searches for any large-ish amount
of data you should really plan on using the full-text index
support for PostgreSQL/RT that is described in the wiki.
Speaking as one whose database was brought to its knees by
some creative data mining. :)

Good luck and let us know what you find to be the cause.
Regards,

Ken


On Mon, Apr 26, 2010 at 04:54:45PM -0400, Jeff Blaine wrote:
> On 4/26/2010 4:52 PM, Kenneth Marshall wrote:
>> Jeff,
>>
>> Are you using the Full-text index support from the wiki?
>
> Nope.
>
> Just RT 3.8.7 + RTFM 2.4.2.  No add-ons/tweaks from the wiki.
>
>> There were some index bugs that may require you to re-index
>> to fix, specifically some rows were not reported correctly
>> as valid matches. I believe that the PostgreSQL release
>> notes mentioned that need. Maybe that is your problem. We
>> are using RT-3.8.5 and PostgreSQL 8.4.2 here with the full-text
>> support without an issue.
>>
>> Regards,
>> Ken
>>
>>
>> On Mon, Apr 26, 2010 at 03:00:39PM -0400, Jeff Blaine wrote:
>>> On 4/26/2010 2:19 PM, Kenneth Marshall wrote:
>>>> Well, that knocks out the ACL issue. Do you think that your
>>>> Mason cache is confused? Maybe stop RT, clear the cache, and
>>>> restart RT to see if that helps. What DB backend are you using
>>>> and which version of RT are you running?
>>>
>>> RT 3.8.7
>>> PostgreSQL as it comes with RHELv5 + updates from yum
>>>
>>> Clearing the Mason cache didn't help :|
>>>
>>>>
>>>> Cheers,
>>>> Ken
>>>>
>>>> On Mon, Apr 26, 2010 at 12:47:22PM -0400, Jeff Blaine wrote:
>>>>> On 4/26/2010 12:29 PM, Raed El-Hames wrote:
>>>>>> Jeff;
>>>>>>
>>>>>> Does your CLI user have permissions on the queue that ticket 39 is 
>>>>>> in??
>>>>>> login to the web interface with the same cli user and see if you can
>>>>>> view the ticket.
>>>>>
>>>>> Yes, it does.
>>>>>
>>>>> Again, however, this is not really a report about an anomaly in
>>>>> the RT CLI.
>>>>>
>>>>> The incorrect search results are returned via a web GUI search
>>>>> of "Content matches foo.com"
>>>>>
>>>>> Here, maybe this makes it more clear, showing the same problem
>>>>> when using the RT CLI:
>>>>>
>>>>> [root at rtsrv1 etc]# /apps/rt/bin/rt list "Content like foo.com"
>>>>> Query:Content like 'foo.com'
>>>>> Ticket Owner Queue    Age   Told Status Requestor Subject
>>>>> --------------------------------------------------------------------------------
>>>>>       23   mbs Incid   1 wk        resolv enVision@ alert 
>>>>> -NICAlert-Secur
>>>>> [root at rtsrv1 etc]#
>>>>>
>>>>> [root at rtsrv1 etc]# /apps/rt/bin/rt show 39 | grep foo.com
>>>>> foo.com blah blah... 1 line... not including in this email
>>>>> [root at rtsrv1 etc]#
>>>>>
>>>>> [root at rtsrv1 etc]# /apps/rt/bin/rt show 23 | grep foo.com
>>>>> foo.com blah blah... not including in this email
>>>>> foo.com matching lines 66 more times... not including in this email
>>>>> [root at rtsrv1 etc]#
>>>>>
>>>>>
>>>>>
>>>>>> Regards;
>>>>>> Roy
>>>>>>
>>>>>>
>>>>>>
>>>>>>
>>>>>>
>>>>>> Jeff Blaine wrote:
>>>>>>> On 4/26/2010 11:50 AM, Kenneth Marshall wrote:
>>>>>>>> Hi Jeff,
>>>>>>>>
>>>>>>>> There is nothing here that indicates a problem. It looks
>>>>>>>> like an apples vs. oranges comparison by the time you include
>>>>>>>> the actual parameters of the search from the web interface
>>>>>>>> and the rt commandline interface and possible privilege and
>>>>>>>> ACL differences. You can use DB query logging to figure out
>>>>>>>
>>>>>>> I think my original post is being misinterpreted. The 'rt'
>>>>>>> CLI commands aren't doing a search. They're just showing
>>>>>>> this list's readers that 'foo.com' does show up in each of
>>>>>>> the tickets when doing a simple 'rt show<ticket>'. It's
>>>>>>> not a comparison of "CLI search vs. web search".
>>>>>>>
>>>>>>>> what SQL is being used in the web search or the commandline
>>>>>>>> rt and compare the output piece-wise to put yourself at ease.
>>>>>>>> Maybe look at the individual components of each of the two
>>>>>>>> tickets, as well.
>>>>>>>
>>>>>>> When viewing the tickets using 'Full headers" and then
>>>>>>> "Ctrl-F" to examine every instance of 'foo.com' in each ticket
>>>>>>> shows that both tickets have the 'foo.com' in text/html parts
>>>>>>> (and only there).
>>>>>>>
>>>>>>> Ticket 23 has 67 of those parts and is returned when RT searching
>>>>>>> for 'foo.com'
>>>>>>>
>>>>>>> Ticket 39 has 1 of those parts and is not returned when RT searching
>>>>>>> for 'foo.com'
>>>>>>>
>>>>>>> By "DB query logging" do you mean Set($StatementLog, "DEBUG");
>>>>>>> or something?
>>>>>>>
>>>>>>> Thanks for the reply, Ken
>>>>>>>
>>>>>>> Jeff
>>>>>>>
>>>>>>>> Cheers,
>>>>>>>> Ken
>>>>>>>>
>>>>>>>> On Mon, Apr 26, 2010 at 11:21:45AM -0400, Jeff Blaine wrote:
>>>>>>>>> Does anyone have any suggestions for how to go about
>>>>>>>>> figuring out what is wrong here?
>>>>>>>>>
>>>>>>>>> On 4/22/2010 2:09 PM, Jeff Blaine wrote:
>>>>>>>>>> RT 3.8.7
>>>>>>>>>>
>>>>>>>>>> A search for 'Content matches foo.com' is returning some tickets
>>>>>>>>>> and missing others that clearly have foo.com in the Content.
>>>>>>>>>>
>>>>>>>>>>> [root at rtsrv1 bin]# ./rt show 39 | grep foo.com | wc -l
>>>>>>>>>>> 1
>>>>>>>>>>> [root at rtsrv1 bin]#
>>>>>>>>>>> [root at rtsrv1 bin]# ./rt show 23 | grep foo.com | wc -l
>>>>>>>>>>> 67
>>>>>>>>>>> [root at rtsrv1 bin]#
>>>>>>>>>> 23 shows up in the web search results.
>>>>>>>>>>
>>>>>>>>>> 39 does not.
>>>>>>>>>>
>>>>>>>>>> Any ideas?
>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly 
>>>>>>>>>> Media.
>>>>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>>>>
>>>>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly 
>>>>>>>>> Media.
>>>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>>>
>>>>>>>
>>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>
>>>>>
>>>>
>>>
>>
>


From change+lists.rt at nightwind.net  Mon Apr 26 17:04:20 2010
From: change+lists.rt at nightwind.net (Nick Kartsioukas)
Date: Mon, 26 Apr 2010 14:04:20 -0700
Subject: [rt-users] Create child or dependency ticket in a different queue?
Message-ID: <1272315860.30478.1372025285@webmail.messagingengine.com>

When looking at the Basics display for a ticket, under Links one can
click "create" next to each of the link types to create a new ticket
that inherits the attributes of the currently-viewed ticket.  However,
most of these attributes can be changed such as owner, status, etc.  The
one that cannot be changed is what queue the new ticket will be created
in...this appears to be fixed to whatever queue the current ticket is
in.  Has anyone succeeded in modifying RT so the new ticket can be
created in a different queue?
I suspect there would be problems with custom fields varying between
queues, but thought I'd ask anyway...


From dgriffi at cs.csubak.edu  Mon Apr 26 16:37:39 2010
From: dgriffi at cs.csubak.edu (David Griffith)
Date: Mon, 26 Apr 2010 13:37:39 -0700 (PDT)
Subject: [rt-users] emailing a group when a new ticket is filed
Message-ID: <alpine.DEB.1.10.1004261336390.12331@sleipnir.cs.csubak.edu>


Would someone please tell me how to go about making RT cc all members of a 
particular group when a ticket is filed?

-- 
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 jblaine at kickflop.net  Mon Apr 26 17:32:34 2010
From: jblaine at kickflop.net (Jeff Blaine)
Date: Mon, 26 Apr 2010 17:32:34 -0400
Subject: [rt-users] Search results anomaly
In-Reply-To: <20100426210415.GF29911@aart.is.rice.edu>
References: <4BD090EF.9030700@kickflop.net> <4BD5AF89.2040806@kickflop.net>
	<20100426155047.GA29911@aart.is.rice.edu>
	<4BD5BBF4.3040604@kickflop.net> <4BD5BF85.8050401@vialtus.com>
	<4BD5C39A.4040209@kickflop.net>
	<20100426181917.GC29911@aart.is.rice.edu>
	<4BD5E2D7.3080200@kickflop.net>
	<20100426205204.GE29911@aart.is.rice.edu>
	<4BD5FD95.9080509@kickflop.net>
	<20100426210415.GF29911@aart.is.rice.edu>
Message-ID: <4BD60672.6040906@kickflop.net>

On 4/26/2010 5:04 PM, Kenneth Marshall wrote:
> I am not certain what to do. For myself, I would turn on
> SQL statement logging within the database. Set:
>
> log_min_duration_statement = 0
>
> in your postgresql.conf for the database and run both
> queries in RT. Then turn it back done and pick apart the
> query results to see if the problem is a logic problem or
> possibly an encoding issue which results in "equal" items
> not showing as "equal". Also, it looks like you are just

These were sequential in the log as a result of my simple
"Content matches foo.com" query via the web GUI.  One is
a COUNT and the other is for getting data, apparently.

I formatted them here for easier reading.

LOG:  duration: 101.115 ms  statement: EXECUTE <unnamed>  [PREPARE:
SELECT COUNT(DISTINCT main.id) FROM Tickets main
JOIN Transactions Transactions_1  ON ( Transactions_1.ObjectId = main.id )
JOIN Attachments Attachments_2  ON ( Attachments_2.TransactionId = 
Transactions_1.id )
WHERE (Transactions_1.ObjectType = 'RT::Ticket')
     AND (main.Status != 'deleted')
     AND ( ( Attachments_2.Content ILIKE '%foo.com%' ) )
     AND (main.Type = 'ticket')
     AND (main.EffectiveId = main.id)
]

LOG:  duration: 105.350 ms  statement: EXECUTE <unnamed>  [PREPARE:
SELECT DISTINCT main.* FROM Tickets main
JOIN Transactions Transactions_1  ON ( Transactions_1.ObjectId = main.id )
JOIN Attachments Attachments_2  ON ( Attachments_2.TransactionId = 
Transactions_1.id )
WHERE (Transactions_1.ObjectType = 'RT::Ticket')
     AND (main.Status != 'deleted')
     AND ( ( Attachments_2.Content ILIKE '%foo.com%' ) )
     AND (main.Type = 'ticket')
     AND (main.EffectiveId = main.id)
ORDER BY main.id ASC  LIMIT 50
]

What "both queries" are you referring to?  The RT CLI and the
RT web GUI both fail the same way with my 1 test query.  I'm
confused by what you mean there.

Thanks for the ideas, Ken

> starting with such a low ticket number, but if you plan
> on using full content searches for any large-ish amount
> of data you should really plan on using the full-text index
> support for PostgreSQL/RT that is described in the wiki.
> Speaking as one whose database was brought to its knees by
> some creative data mining. :)
>
> Good luck and let us know what you find to be the cause.
> Regards,
>
> Ken
>
>
> On Mon, Apr 26, 2010 at 04:54:45PM -0400, Jeff Blaine wrote:
>> On 4/26/2010 4:52 PM, Kenneth Marshall wrote:
>>> Jeff,
>>>
>>> Are you using the Full-text index support from the wiki?
>>
>> Nope.
>>
>> Just RT 3.8.7 + RTFM 2.4.2.  No add-ons/tweaks from the wiki.
>>
>>> There were some index bugs that may require you to re-index
>>> to fix, specifically some rows were not reported correctly
>>> as valid matches. I believe that the PostgreSQL release
>>> notes mentioned that need. Maybe that is your problem. We
>>> are using RT-3.8.5 and PostgreSQL 8.4.2 here with the full-text
>>> support without an issue.
>>>
>>> Regards,
>>> Ken
>>>
>>>
>>> On Mon, Apr 26, 2010 at 03:00:39PM -0400, Jeff Blaine wrote:
>>>> On 4/26/2010 2:19 PM, Kenneth Marshall wrote:
>>>>> Well, that knocks out the ACL issue. Do you think that your
>>>>> Mason cache is confused? Maybe stop RT, clear the cache, and
>>>>> restart RT to see if that helps. What DB backend are you using
>>>>> and which version of RT are you running?
>>>>
>>>> RT 3.8.7
>>>> PostgreSQL as it comes with RHELv5 + updates from yum
>>>>
>>>> Clearing the Mason cache didn't help :|
>>>>
>>>>>
>>>>> Cheers,
>>>>> Ken
>>>>>
>>>>> On Mon, Apr 26, 2010 at 12:47:22PM -0400, Jeff Blaine wrote:
>>>>>> On 4/26/2010 12:29 PM, Raed El-Hames wrote:
>>>>>>> Jeff;
>>>>>>>
>>>>>>> Does your CLI user have permissions on the queue that ticket 39 is
>>>>>>> in??
>>>>>>> login to the web interface with the same cli user and see if you can
>>>>>>> view the ticket.
>>>>>>
>>>>>> Yes, it does.
>>>>>>
>>>>>> Again, however, this is not really a report about an anomaly in
>>>>>> the RT CLI.
>>>>>>
>>>>>> The incorrect search results are returned via a web GUI search
>>>>>> of "Content matches foo.com"
>>>>>>
>>>>>> Here, maybe this makes it more clear, showing the same problem
>>>>>> when using the RT CLI:
>>>>>>
>>>>>> [root at rtsrv1 etc]# /apps/rt/bin/rt list "Content like foo.com"
>>>>>> Query:Content like 'foo.com'
>>>>>> Ticket Owner Queue    Age   Told Status Requestor Subject
>>>>>> --------------------------------------------------------------------------------
>>>>>>        23   mbs Incid   1 wk        resolv enVision@ alert
>>>>>> -NICAlert-Secur
>>>>>> [root at rtsrv1 etc]#
>>>>>>
>>>>>> [root at rtsrv1 etc]# /apps/rt/bin/rt show 39 | grep foo.com
>>>>>> foo.com blah blah... 1 line... not including in this email
>>>>>> [root at rtsrv1 etc]#
>>>>>>
>>>>>> [root at rtsrv1 etc]# /apps/rt/bin/rt show 23 | grep foo.com
>>>>>> foo.com blah blah... not including in this email
>>>>>> foo.com matching lines 66 more times... not including in this email
>>>>>> [root at rtsrv1 etc]#
>>>>>>
>>>>>>
>>>>>>
>>>>>>> Regards;
>>>>>>> Roy
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>> Jeff Blaine wrote:
>>>>>>>> On 4/26/2010 11:50 AM, Kenneth Marshall wrote:
>>>>>>>>> Hi Jeff,
>>>>>>>>>
>>>>>>>>> There is nothing here that indicates a problem. It looks
>>>>>>>>> like an apples vs. oranges comparison by the time you include
>>>>>>>>> the actual parameters of the search from the web interface
>>>>>>>>> and the rt commandline interface and possible privilege and
>>>>>>>>> ACL differences. You can use DB query logging to figure out
>>>>>>>>
>>>>>>>> I think my original post is being misinterpreted. The 'rt'
>>>>>>>> CLI commands aren't doing a search. They're just showing
>>>>>>>> this list's readers that 'foo.com' does show up in each of
>>>>>>>> the tickets when doing a simple 'rt show<ticket>'. It's
>>>>>>>> not a comparison of "CLI search vs. web search".
>>>>>>>>
>>>>>>>>> what SQL is being used in the web search or the commandline
>>>>>>>>> rt and compare the output piece-wise to put yourself at ease.
>>>>>>>>> Maybe look at the individual components of each of the two
>>>>>>>>> tickets, as well.
>>>>>>>>
>>>>>>>> When viewing the tickets using 'Full headers" and then
>>>>>>>> "Ctrl-F" to examine every instance of 'foo.com' in each ticket
>>>>>>>> shows that both tickets have the 'foo.com' in text/html parts
>>>>>>>> (and only there).
>>>>>>>>
>>>>>>>> Ticket 23 has 67 of those parts and is returned when RT searching
>>>>>>>> for 'foo.com'
>>>>>>>>
>>>>>>>> Ticket 39 has 1 of those parts and is not returned when RT searching
>>>>>>>> for 'foo.com'
>>>>>>>>
>>>>>>>> By "DB query logging" do you mean Set($StatementLog, "DEBUG");
>>>>>>>> or something?
>>>>>>>>
>>>>>>>> Thanks for the reply, Ken
>>>>>>>>
>>>>>>>> Jeff
>>>>>>>>
>>>>>>>>> Cheers,
>>>>>>>>> Ken
>>>>>>>>>
>>>>>>>>> On Mon, Apr 26, 2010 at 11:21:45AM -0400, Jeff Blaine wrote:
>>>>>>>>>> Does anyone have any suggestions for how to go about
>>>>>>>>>> figuring out what is wrong here?
>>>>>>>>>>
>>>>>>>>>> On 4/22/2010 2:09 PM, Jeff Blaine wrote:
>>>>>>>>>>> RT 3.8.7
>>>>>>>>>>>
>>>>>>>>>>> A search for 'Content matches foo.com' is returning some tickets
>>>>>>>>>>> and missing others that clearly have foo.com in the Content.
>>>>>>>>>>>
>>>>>>>>>>>> [root at rtsrv1 bin]# ./rt show 39 | grep foo.com | wc -l
>>>>>>>>>>>> 1
>>>>>>>>>>>> [root at rtsrv1 bin]#
>>>>>>>>>>>> [root at rtsrv1 bin]# ./rt show 23 | grep foo.com | wc -l
>>>>>>>>>>>> 67
>>>>>>>>>>>> [root at rtsrv1 bin]#
>>>>>>>>>>> 23 shows up in the web search results.
>>>>>>>>>>>
>>>>>>>>>>> 39 does not.
>>>>>>>>>>>
>>>>>>>>>>> Any ideas?
>>>>>>>>>>>
>>>>>>>>>>>
>>>>>>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly
>>>>>>>>>>> Media.
>>>>>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>>>>>
>>>>>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly
>>>>>>>>>> Media.
>>>>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>>>>
>>>>>>>>
>>>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>
>>>>>>
>>>>>
>>>>
>>>
>>
>


From epoe at usd230.org  Mon Apr 26 17:16:56 2010
From: epoe at usd230.org (Eric Poe)
Date: Mon, 26 Apr 2010 16:16:56 -0500
Subject: [rt-users] On Create - Move to the proper queue
Message-ID: <4BD5BC77.C999.00EF.0@usd230.org>

Using RT 3.8.7. I have two departments, IT and Maintenance, each with their own matching subqueues based on the building the calling ticket is from (ex. IT-BuildingA, Maint-BuildingA, IT-BuildingB, Maint-BuildingB, etc). Rather than list 20 queues for the user to choose from for creating a ticket, I want to give just two: IT and Maint. I have the Buildings listed in a required custom field {CustomField.building}.
 
When a ticket is created in either of the two main queues, I want it to be immediately moved to the appropriate department-building queue based on the initial queue and custom field.
 
I am assuming that I need to write a scrip that will do this using the condition of On Create, but I do not know the best way to go about this. I am familiar with C++ and PHP and this is my first foray into Perl, so please excuse my C-centric thinking and kindly direct me. Do I create a long if-elseif structure that lists all queues and subqueues? Does anyone have a sample scrip that does something similar that you would be willing to share?
 
I have read the RT Essentials book.
 
Thank you,
Eric
 

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From cgarcia at ific.uv.es  Tue Apr 27 02:18:06 2010
From: cgarcia at ific.uv.es (Carlos Garcia Montoro)
Date: Tue, 27 Apr 2010 08:18:06 +0200
Subject: [rt-users] emailing a group when a new ticket is filed
In-Reply-To: <alpine.DEB.1.10.1004261336390.12331@sleipnir.cs.csubak.edu>
References: <alpine.DEB.1.10.1004261336390.12331@sleipnir.cs.csubak.edu>
Message-ID: <4BD6819E.3000306@ific.uv.es>

Add the group as a CC watcher of the queue (or ticket) that you are 
interested in.

For queues: Configuration -> Queues -> <QueueName> -> Watchers and there 
add your group as CC or AdminCC.

For a single ticket: Display the ticket -> People and there look for the 
group and add it as a watcher.

Hope it helps.

Carlos

David Griffith wrote:
> 
> Would someone please tell me how to go about making RT cc all members of 
> a particular group when a ticket is filed?
> 

-- 
  _______ _______________________________________________________________
| __ __ | Carlos Garc?a Montoro                    Ingeniero Inform?tico
|_\_Y_/_| Instituto de F?sica Corpuscular         Centro Mixto CSIC - UV
|\_] [_/| Servicios Inform?ticos
|  [_]  | Edificio Institutos de Investigaci?n        cgarcia at ific.uv.es
|C S I C| Apartado de Correos 22085 E-46071 Valencia  Tel: +34 963543706
|_______| Espa?a / Spain                              Fax: +34 963543488
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From cgarcia at ific.uv.es  Tue Apr 27 02:23:09 2010
From: cgarcia at ific.uv.es (Carlos Garcia Montoro)
Date: Tue, 27 Apr 2010 08:23:09 +0200
Subject: [rt-users] Create child or dependency ticket in a different
	queue?
In-Reply-To: <1272315860.30478.1372025285@webmail.messagingengine.com>
References: <1272315860.30478.1372025285@webmail.messagingengine.com>
Message-ID: <4BD682CD.2040802@ific.uv.es>

Have you tried to first create hte dependant ticket on the queue that 
you want and then link both tickets? You can do it by clicking on 
"Links" instead of on "Create". Editing Links allows you to create a 
link to an existing ticket (without creating a new ticket). Hence, you 
can choose an arbitrary ticket of any queue. I think this is the way you 
should proceed.

Hope it works,
Carlos

Nick Kartsioukas wrote:
> When looking at the Basics display for a ticket, under Links one can
> click "create" next to each of the link types to create a new ticket
> that inherits the attributes of the currently-viewed ticket.  However,
> most of these attributes can be changed such as owner, status, etc.  The
> one that cannot be changed is what queue the new ticket will be created
> in...this appears to be fixed to whatever queue the current ticket is
> in.  Has anyone succeeded in modifying RT so the new ticket can be
> created in a different queue?
> I suspect there would be problems with custom fields varying between
> queues, but thought I'd ask anyway...
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 
  _______ _______________________________________________________________
| __ __ | Carlos Garc?a Montoro                    Ingeniero Inform?tico
|_\_Y_/_| Instituto de F?sica Corpuscular         Centro Mixto CSIC - UV
|\_] [_/| Servicios Inform?ticos
|  [_]  | Edificio Institutos de Investigaci?n        cgarcia at ific.uv.es
|C S I C| Apartado de Correos 22085 E-46071 Valencia  Tel: +34 963543706
|_______| Espa?a / Spain                              Fax: +34 963543488
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From redssr at linuxmail.org  Tue Apr 27 03:00:37 2010
From: redssr at linuxmail.org (redssr at linuxmail.org)
Date: Tue, 27 Apr 2010 03:00:37 -0400
Subject: [rt-users] RT-Users Digest, Vol 73,
	Issue 36 Can't call method "as_string"
In-Reply-To: <mailman.404.1271332117.1996.rt-users@lists.bestpractical.com>
References: <mailman.404.1271332117.1996.rt-users@lists.bestpractical.com>
Message-ID: <8CCB3EE7952588C-7DC-3B0B@web-mmc-d08.sysops.aol.com>



Hello,

Is anybody going to reply me????????????????

Awaiting for reply.

Thanks and regards,

SSR
+919372525408


Message: 2
Date: Thu, 15 Apr 2010 07:43:07 -0400
From: redssr at linuxmail.org
To: rt-users at lists.bestpractical.com, falcone at bestpractical.com
Subject: Re: [rt-users] Can't call method "as_string" (Kevin Falcone)
Message-ID: <8CCAAA7F36F73C0-1600-B48A at web-mmc-m03.sysops.aol.com>
Content-Type: text/plain; charset="us-ascii"


 Hello,
Mr. Kevin,

First of all  i am very very sory for the late reply.

Appreciable Thanks for your immediate reply. According to your suggestion i 
can't change the setting in the file as it will require to change settings in my 
AD server and my seniors are not allowing to do me so.

Is there any other way to solved this issue.

Thanks in Advance for the same.

Regards,

SSR
+919372525408  




Message: 4
Date: Wed, 3 Mar 2010 10:08:09 -0500
From: Kevin Falcone <falcone at bestpractical.com>
Subject: Re: [rt-users] Can't call method "as_string"
To: rt-users at lists.bestpractical.com
Message-ID: <20100303150809.GB755 at jibsheet.com>
Content-Type: text/plain; charset="us-ascii"

On Wed, Mar 03, 2010 at 12:46:10AM -0500, redssr at linuxmail.org wrote:
>   I'm new to RT and Perl, but with some good skills with Linux.
>      Can't call method "as_string" on an undefined value at/opt/rt3/local/plugi=
>      ns/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pmline 100
>                           'group'                 =3D>  'svn Users',
>                           'group_attr'            =3D>  'svn Users',

I doubt the group and the group_attr are both named 'svn Users' and
you're generating invalid group search syntax.

-kevin

Message: 4
Date: Wed, 03 Mar 2010 00:46:10 -0500
From: redssr at linuxmail.org
Subject: [rt-users] Can't call method "as_string"
To: rt-users at lists.bestpractical.com
Message-ID: <8CC88ABF6733901-1E20-356E at web-mmc-m01.sysops.aol.com>
Content-Type: text/plain; charset="us-ascii"



 

 
 I'm new to RT and Perl, but with some good skills with Linux.

    1) I Have installed successfully RT, logging on with no errors with local u

    sers end logging on successful

    2)But when i login the url with A D credentials it gives me the bellow err

    or. on the browser

    Can't call method "as_string" on an undefined value at/opt/rt3/local/plugi=

    ns/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pmline 100



      for first time, but when i refreshes the same page i gets the login 
successf

    ully for the same. This happens every time when i login after logoff.

    



        Here goes the extra information.

    ------------------

    Installed versions

    ------------------

    Windows 2000 AD

          Centos 5.4 on RT server

    R T 3.8.7

    RT-Authen-ExternalAuth-0.08

    mod_perl-2.0.4-6.el5



    

     bellow are the rt logs

    tail -f /var/log/rt/rt.log

    

    

    [Thu Feb 25 09:13:45 2010] [debug]: Attempting to use external auth servic

    e: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/Ex

    ternalAuth.pm:64)

    [Thu Feb 25 09:13:45 2010] [debug]: Calling UserExists with $username (sha

    ilesh.raitole) and $service (My_LDAP) (/opt/rt3/local/plugins/RT-Authen-Ex

    ternalAuth/lib/RT/Authen/ExternalAuth.pm:105)

    [Thu Feb 25 09:13:45 2010] [debug]: UserExists params:

    username: shailesh.raitole , service: My_LDAP (/opt/rt3/local/plugins/RT-A

    uthen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)

    [Thu Feb 25 09:13:45 2010] [debug]: LDAP Search =3D=3D=3D  Base: dc=3Dvirt

    ual,dc=3Dcom =3D=3D Filter: (&(&(ObjectCategory=3DUser)(ObjectClass=3DPers

    on))(samaccountname=3Dshailesh.raitole)) =3D=3D Attrs: l,cn,st,mail,sAMAcc

    ountName,india,streetAddress,postalCode,telephoneNumber,samaccountname,sAM

    AccountName (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/E

    xternalAuth/LDAP.pm:304)

    [Thu Feb 25 09:13:45 2010] [debug]: Password validation required for servi

    ce - Executing... (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Au

    then/ExternalAuth.pm:155)

    [Thu Feb 25 09:13:45 2010] [debug]: Trying external auth service: My_LDAP

     (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth

    /LDAP.pm:16)

    [Thu Feb 25 09:13:45 2010] [debug]: LDAP Search =3D=3D=3D  Base: dc=3Dvirt

    ual,dc=3Dcom =3D=3D Filter: (&(samaccountname=3Dshailesh.raitole)(&(Object

    Category=3DUser)(ObjectClass=3DPerson))) =3D=3D Attrs: dn (/opt/rt3/local/

    plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:43)

    [Thu Feb 25 09:13:45 2010] [debug]: Found LDAP DN: CN=3Dshailesh raitole,C

    N=3DUsers,DC=3Dvirtual,DC=3Dcom (/opt/rt3/local/plugins/RT-Authen-External

    Auth/lib/RT/Authen/ExternalAuth/LDAP.pm:75)

    

    Browser error

    

    Can't call method "as_string" on an undefined value at/opt/rt3/local/plugi

    ns/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pmline 100.

    

     The rt logs after refreshing the same url are as follows;'

    

    tail -f /var/log/rt/rt.log

    

    [Thu Feb 25 09:18:18 2010] [debug]: Reloading RT::User to work around a bu

    g in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/

    html/Callbacks/ExternalAuth/autohandler/Auth:14)

    

    Browser: successful login

    

    Bellow are the configuration of my pem files.

    

    vim /opt/rt3/etc/RT_SiteConfig.pm

    

    #Set( $rtname, 'ssr.com');

    #Set(@Plugins,(qw(Extension::QuickDelete RT::FM)));

    Set( $rtname, 'ssr.com');

    Set($Organization, 'ssr');

    Set($CorrespondAddress , 'ssr at ssr.com');

    Set($CommentAddress , 'ssr at ssr.com);

    Set($Timezone , 'Asia/Calcutta');

    Set($UseFriendlyFromLine , 1);

    Set($FriendlyFromLineFormat , "\"%s\" <%s>");

    Set($UseFriendlyToLine , 1);

    Set($FriendlyToLineFormat, "\"%s Ticket #%s\":;");

    

    # THE DATABASE:

    

    Set($DatabaseType, 'mysql');

    

    Set($DatabaseHost   , 'localhost');

    

    Set($DatabaseRTHost , 'localhost');

    

    Set($DatabaseUser , 'local');

    

    Set($DatabasePassword , 'localpass');

    

    Set($DatabaseName , 'rt3');

    

    Set($OwnerEmail , 'root');

    

    Set($RTAddressRegexp , '^rt\@ssr.com$');

    

    Set($NotifyActor, 1);

    

    Set($SendmailArguments , '-oi -t -f"<ssr at ssr.>"');=20

    

    Set($MaxAttachmentSize , 10000000);

    

    # THE WEBSERVER:

    

    Set($WebPath , "/ticket");

    Set($WebBaseURL , "http://rt.ssr.com");

    

    # Log Path

    

    Set($LogToFile , 'debug');=20

    

    Set($LogDir , '/var/log/rt');

    

    Set($LogToFileNamed , "rt.log");

    

    Set(@Plugins, qw(

                            RT::Authen::ExternalAuth

                     ));

    

    require "/opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.p

    m";

    Set($AutoCreate,                        {Privileged =3D> 1});

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

    

    1;

    

    

    vim /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm

    

    Set($ExternalAuthPriority,           [ 'My_LDAP' ] );

    Set($ExternalInfoPriority,           [ 'My_LDAP' ] );

    Set($ExternalServiceUsesSSLorTLS,    0);

    Set($AutoCreateNonExternalUsers,     0);

    

    Set($ExternalSettings,      {=20

                         'My_LDAP'               =3D>  {

     =20

                         'type'                  =3D>  'ldap',

                         'server'                =3D>  'AD.example.com',

                         'user'                  =3D>  'svn',

                         'pass'                  =3D>  'xxxxxxx',

                         'base'                  =3D>  'dc=3Dexample,dc=3Dcom'

    ,

    

                        =20

                         'filter'                =3D>  '(&(ObjectCategory=3DUs

    er)(ObjectClass=3DPerson))',

                       =20

                         d_filter'             =3D>  '(userAccountControl:1.2.

    840.113556.1.4.803:=3D2)',

                        =20

                                                          =20

    #                     'tls'                   =3D>  0,

    #                    'ssl_version'           =3D>  3,

    

                         'net_ldap_args'         =3D> [    version =3D>  3  

             ],

                         'group'                 =3D>  'svn Users',

                         'group_attr'            =3D>  'svn Users',

    

                         'attr_match_list'       =3D> [   'Name', 'EmailAddres

    s'   ],

                         #'attr_map'              =3D> {   'Name' =3D> 'sAMAcc

    ountName',

                         'attr_map'              =3D> {   'Name' =3D> 'samacco

    untname',

                                                        'EmailAddress' =3D> 'm

    ail',

                                                        #'Organization' =3D>

     'physicalDeliveryOfficeName',

                                                        'RealName' =3D> 'cn',

                                                        'ExternalAuthId' =3D>

     'sAMAccountName',

                                                        'Gecos' =3D> 'sAMAccou

    ntName',

                                                        'WorkPhone' =3D> 'tele

    phoneNumber',

                                                        'Address1' =3D> 'stree

    tAddress',

                                                        'City' =3D> 'l',

                                                        'State' =3D> 'st',

                                                        'Zip' =3D> 'postalCode

    ',

                                                        'Country' =3D> 'india'

                                                   }

                                                    }

                                }

    );

    

    1;

    

    

    Any suggestion, are appreciate.

    

    Thanks and Regards,

    

    SSR






 
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------------------------------

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From torsten.brumm at googlemail.com  Tue Apr 27 04:32:42 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Tue, 27 Apr 2010 10:32:42 +0200
Subject: [rt-users] Create child or dependency ticket in a different
	queue?
In-Reply-To: <1272315860.30478.1372025285@webmail.messagingengine.com>
References: <1272315860.30478.1372025285@webmail.messagingengine.com>
Message-ID: <y2kbdbd084b1004270132y60baaff0v65e66d6e68091530@mail.gmail.com>

Hi,
check out: http://github.com/bestpractical/rt-extension-cloneticket-withdata

<http://github.com/bestpractical/rt-extension-cloneticket-withdata>this add
on gives you much more options!

Torsten

2010/4/26 Nick Kartsioukas
<change+lists.rt at nightwind.net<change%2Blists.rt at nightwind.net>
>

> When looking at the Basics display for a ticket, under Links one can
> click "create" next to each of the link types to create a new ticket
> that inherits the attributes of the currently-viewed ticket.  However,
> most of these attributes can be changed such as owner, status, etc.  The
> one that cannot be changed is what queue the new ticket will be created
> in...this appears to be fixed to whatever queue the current ticket is
> in.  Has anyone succeeded in modifying RT so the new ticket can be
> created in a different queue?
> I suspect there would be problems with custom fields varying between
> queues, but thought I'd ask anyway...
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de
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From cloos at netcologne.de  Tue Apr 27 05:03:56 2010
From: cloos at netcologne.de (Christian Loos)
Date: Tue, 27 Apr 2010 11:03:56 +0200
Subject: [rt-users] Create child or dependency ticket in a different
	queue?
In-Reply-To: <y2kbdbd084b1004270132y60baaff0v65e66d6e68091530@mail.gmail.com>
References: <1272315860.30478.1372025285@webmail.messagingengine.com>
	<y2kbdbd084b1004270132y60baaff0v65e66d6e68091530@mail.gmail.com>
Message-ID: <4BD6A87C.9080204@netcologne.de>

Maybe checkout also this extension:
http://github.com/bestpractical/rt-extension-spawnlinkedticketinqueue

Am 27.04.2010 10:32, schrieb Torsten Brumm:
> Hi,
> check out: http://github.com/bestpractical/rt-extension-cloneticket-withdata
> 
> <http://github.com/bestpractical/rt-extension-cloneticket-withdata>this
> add on gives you much more options!
> 
> Torsten
> 
> 2010/4/26 Nick Kartsioukas <change+lists.rt at nightwind.net
> <mailto:change%2Blists.rt at nightwind.net>>
> 
>     When looking at the Basics display for a ticket, under Links one can
>     click "create" next to each of the link types to create a new ticket
>     that inherits the attributes of the currently-viewed ticket.  However,
>     most of these attributes can be changed such as owner, status, etc.  The
>     one that cannot be changed is what queue the new ticket will be created
>     in...this appears to be fixed to whatever queue the current ticket is
>     in.  Has anyone succeeded in modifying RT so the new ticket can be
>     created in a different queue?
>     I suspect there would be problems with custom fields varying between
>     queues, but thought I'd ask anyway...
> 
>     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
> 
> 
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From cloos at netcologne.de  Tue Apr 27 05:03:56 2010
From: cloos at netcologne.de (Christian Loos)
Date: Tue, 27 Apr 2010 11:03:56 +0200
Subject: [rt-users] Create child or dependency ticket in a different
	queue?
In-Reply-To: <y2kbdbd084b1004270132y60baaff0v65e66d6e68091530@mail.gmail.com>
References: <1272315860.30478.1372025285@webmail.messagingengine.com>
	<y2kbdbd084b1004270132y60baaff0v65e66d6e68091530@mail.gmail.com>
Message-ID: <4BD6A87C.9080204@netcologne.de>

Maybe checkout also this extension:
http://github.com/bestpractical/rt-extension-spawnlinkedticketinqueue

Am 27.04.2010 10:32, schrieb Torsten Brumm:
> Hi,
> check out: http://github.com/bestpractical/rt-extension-cloneticket-withdata
> 
> <http://github.com/bestpractical/rt-extension-cloneticket-withdata>this
> add on gives you much more options!
> 
> Torsten
> 
> 2010/4/26 Nick Kartsioukas <change+lists.rt at nightwind.net
> <mailto:change%2Blists.rt at nightwind.net>>
> 
>     When looking at the Basics display for a ticket, under Links one can
>     click "create" next to each of the link types to create a new ticket
>     that inherits the attributes of the currently-viewed ticket.  However,
>     most of these attributes can be changed such as owner, status, etc.  The
>     one that cannot be changed is what queue the new ticket will be created
>     in...this appears to be fixed to whatever queue the current ticket is
>     in.  Has anyone succeeded in modifying RT so the new ticket can be
>     created in a different queue?
>     I suspect there would be problems with custom fields varying between
>     queues, but thought I'd ask anyway...
> 
>     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
> 
> 
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com




From rfh at vialtus.com  Tue Apr 27 05:10:06 2010
From: rfh at vialtus.com (Raed El-Hames)
Date: Tue, 27 Apr 2010 10:10:06 +0100
Subject: [rt-users] Can't call method "id" on unblessed reference at
 /opt/rt3/bin/../lib/RT/Interface/Web.pm line 235
Message-ID: <4BD6A9EE.2020206@vialtus.com>

Hi;

rt-3.8
modperl 2
apache 2


I had few reports from my rt users with the following error:
Can't call method "id" on unblessed reference at 
/opt/rt3/bin/../lib/RT/Interface/Web.pm line 235

They get this when ever a session have expired , and the only cure is to 
kill the browser (all tabs) and start new one.
I am guessing the problem/bug is in the sub MaybeShowNoAuthPage in 
Web.pm (which is near enough line 235); however I am not sure how I can 
fix this and force a redirection to the login page.


Any help will be appreciated.

Regards;
Roy


From covilk at lmax.com  Tue Apr 27 10:02:43 2010
From: covilk at lmax.com (Kim Covil)
Date: Tue, 27 Apr 2010 15:02:43 +0100
Subject: [rt-users] Problem configuring RT Timezone
In-Reply-To: <s2r589c94401004141227p11315a06zc0dd9a294992c79f@mail.gmail.com>
References: <4BC6045D.4070301@lmax.com>
	<s2r589c94401004141227p11315a06zc0dd9a294992c79f@mail.gmail.com>
Message-ID: <4BD6EE83.4030506@lmax.com>

Hi Ruslan,

Thanks for the response and apologies for the delay in replying. You are 
correct it does seem to be an issue with mod_perl and ENV being untied.

I found another reference to this issue here:

http://aspn.activestate.com/ASPN/Mail/Message/perl-mod_perl/3594080

What would be the suggested way of fixing this for our RT installation? 
Should I try and write a module as suggested in the above link to 
override the localtime functionality?

Regards,

Kim

On 14/04/10 20:27, Ruslan Zakirov wrote:
> Hello,
>
> Is it mod_perl? I suspect it's issue when perl's ENV is untied from system's.
>
> On Wed, Apr 14, 2010 at 10:07 PM, Kim Covil<covilk at lmax.com>  wrote:
>> Hi,
>>
>> I am having a bizarre problem configuring the Timezone I want RT to display
>> in the Web UI. It doesn't seem to be related to the other issues I have seen
>> in the archives or wiki.
>>
>> The system hosting RT has its timezone set to UTC. I want RT to display the
>> BST timezone for Europe/London (GMT +1) in the web interface and on emails.
>> I am happy for UTC to continue to be used for all logs and database entries.
>>
>> I have added the following line to etc/RT_SiteConfig.pm:
>>
>> Set( $Timezone , 'Europe/London');
>>
>> I have checked that this is a valid timezone as it exists in
>> /usr/share/zoneinfo:
>>
>> # ls -la /usr/share/zoneinfo/Europe/London
>> -rw-r--r-- 7 root root 3661 Jun 20  2009 /usr/share/zoneinfo/Europe/London
>>
>> I can see this configuration change is loaded correctly when I go to
>> http://<rt-server>/Admin/Tools/Configuration.html
>>
>> I have also manually set my users "About Me" preference for timezone to
>> "Europe/London +0100" from the drop down list.
>>
>> None of this seems to have any effect on the display of times for existing
>> tickets in the web ui.
>>
>> What am I missing? Is there something else I should try?
>>
>> Here are are the system versions:
>> RT version: 3.8.6
>> OS: CentOS release 5.3 (Final)
>> Kernel: Linux 2.6.18-128.1.16.el5xen #1 SMP Tue Jun 30 06:39:23 EDT 2009
>> x86_64 x86_64 x86_64 GNU/Linux
>> Perl: 5.8.8
>> Apache: httpd-2.2.3-22.el5.centos.1
>>
>> Is there anything else useful to provide?
>>
>> Kind Regards,
>>
>> Kim
>>
>>
>>
>> The information in this e-mail and any attachment is confidential and is
>> intended only for the named recipient(s). The e-mail may not be disclosed or
>> used by any person other than the addressee, nor may it be copied in any
>> way. If you are not a named recipient please notify the sender immediately
>> and delete any copies of this message. Any unauthorized copying, disclosure
>> or distribution of the material in this e-mail is strictly forbidden. Any
>> view or opinions presented are solely those of the author and do not
>> necessarily represent those of the company.
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>
>


The information in this e-mail and any attachment is confidential and is intended only for the named recipient(s). The e-mail may not be disclosed or used by any person other than the addressee, nor may it be copied in any way. If you are not a named recipient please notify the sender immediately and delete any copies of this message. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden. Any view or opinions presented are solely those of the author and do not necessarily represent those of the company.


From kirby at umbc.edu  Tue Apr 27 10:30:45 2010
From: kirby at umbc.edu (Joe Kirby)
Date: Tue, 27 Apr 2010 10:30:45 -0400
Subject: [rt-users] 3.8.7 Internal Server Error
Message-ID: <4BD6F515.3090702@umbc.edu>

According to my HelpDesk staff they were able to click the link when in 
the People Section of a ticket and it would bring up the user info and 
they can no longer do that without increased privileges.

I can fix this by giving then AdminUser and ShowConfig but I was hoping 
to avoid this if possible

Does anyone recall if this was an option in 3.8.2?

Is there a config setting that we may have to adjust?

Thanks

Joe


From jblaine at kickflop.net  Tue Apr 27 10:34:10 2010
From: jblaine at kickflop.net (Jeff Blaine)
Date: Tue, 27 Apr 2010 10:34:10 -0400
Subject: [rt-users] emailing a group when a new ticket is filed
In-Reply-To: <4BD6819E.3000306@ific.uv.es>
References: <alpine.DEB.1.10.1004261336390.12331@sleipnir.cs.csubak.edu>
	<4BD6819E.3000306@ific.uv.es>
Message-ID: <4BD6F5E2.2020209@kickflop.net>

Carlos, I was going to respond the same way, but that
is more than "cc a group when a ticket is filed"
                                           ^^^^^

On 4/27/2010 2:18 AM, Carlos Garcia Montoro wrote:
> Add the group as a CC watcher of the queue (or ticket) that you are
> interested in.
>
> For queues: Configuration -> Queues -> <QueueName> -> Watchers and there
> add your group as CC or AdminCC.
>
> For a single ticket: Display the ticket -> People and there look for the
> group and add it as a watcher.
>
> Hope it helps.
>
> Carlos
>
> David Griffith wrote:
>>
>> Would someone please tell me how to go about making RT cc all members
>> of a particular group when a ticket is filed?
>>
>
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com


From paul at paulororke.net  Tue Apr 27 10:58:28 2010
From: paul at paulororke.net (Paul O'Rorke)
Date: Tue, 27 Apr 2010 07:58:28 -0700
Subject: [rt-users] create Requester without an email
Message-ID: <4BD6FB94.6070202@paulororke.net>

Hi all,

we use RT to manage a support Queue for software.  The support team 
field many questions from both email and a forum.  Not all support 
requests get a ticket and support staff create tickets manually setting 
the Requester email.  We'd like to use the same queue for some support 
requests that are posted on our forums.

Can we create requesters without an email?  I don't seem to be able to 
do this.  I have a custom field for the URL of the forum post and would 
like to be able to search tickets on the Requester user but often they 
have no email.  Can this be done or is an email a requirement for a 
Requester?
-- 


        Paul O'Rorke

        paul at paulororke.net <mailto:paul at paulororke.net>
        paulororke.net <http://paulororke.net>

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From kfcrocker at lbl.gov  Tue Apr 27 11:24:34 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 27 Apr 2010 08:24:34 -0700
Subject: [rt-users] Create child or dependency ticket in a different
	queue?
In-Reply-To: <4BD682CD.2040802@ific.uv.es>
References: <1272315860.30478.1372025285@webmail.messagingengine.com>
	<4BD682CD.2040802@ific.uv.es>
Message-ID: <r2te9f825501004270824vb478bd04j9b5bcd59d468b218@mail.gmail.com>

Carlos,

The StrictACl setting must be zero for that to work.

*Set($StrictLinkACL, 0);  # ?0? allows links to other Queues*


Kenn

LBNL
**


On Mon, Apr 26, 2010 at 11:23 PM, Carlos Garcia Montoro
<cgarcia at ific.uv.es>wrote:

> Have you tried to first create hte dependant ticket on the queue that you
> want and then link both tickets? You can do it by clicking on "Links"
> instead of on "Create". Editing Links allows you to create a link to an
> existing ticket (without creating a new ticket). Hence, you can choose an
> arbitrary ticket of any queue. I think this is the way you should proceed.
>
> Hope it works,
> Carlos
>
>
> Nick Kartsioukas wrote:
>
>> When looking at the Basics display for a ticket, under Links one can
>> click "create" next to each of the link types to create a new ticket
>> that inherits the attributes of the currently-viewed ticket.  However,
>> most of these attributes can be changed such as owner, status, etc.  The
>> one that cannot be changed is what queue the new ticket will be created
>> in...this appears to be fixed to whatever queue the current ticket is
>> in.  Has anyone succeeded in modifying RT so the new ticket can be
>> created in a different queue?
>> I suspect there would be problems with custom fields varying between
>> queues, but thought I'd ask anyway...
>>
>> 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
>
>
> 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 ruslan.zakirov at gmail.com  Tue Apr 27 12:10:41 2010
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 27 Apr 2010 20:10:41 +0400
Subject: [rt-users] Problem configuring RT Timezone
In-Reply-To: <4BD6EE83.4030506@lmax.com>
References: <4BC6045D.4070301@lmax.com>
	<s2r589c94401004141227p11315a06zc0dd9a294992c79f@mail.gmail.com>
	<4BD6EE83.4030506@lmax.com>
Message-ID: <q2t589c94401004270910uf63a2139u7570e36d93efe67e@mail.gmail.com>

Hello Kim,

On Tue, Apr 27, 2010 at 6:02 PM, Kim Covil <covilk at lmax.com> wrote:
> Hi Ruslan,
>
> Thanks for the response and apologies for the delay in replying. You are
> correct it does seem to be an issue with mod_perl and ENV being untied.

That's it.

> I found another reference to this issue here:
>
> http://aspn.activestate.com/ASPN/Mail/Message/perl-mod_perl/3594080
>
> What would be the suggested way of fixing this for our RT installation?
> Should I try and write a module as suggested in the above link to override
> the localtime functionality?

Recently we discovered another issue with mod_perl and starting to
recommend "SetHandler modperl" instead of "SetHandler perl-script".
Just change the latter to the following:

PerlOptions +GlobalRequest
SetHandler modperl

This will fix issue with timezones on mod_perl 2.x and as well protect
you from other bug. Note that this only works with forking MPM
(usually it's default setup). For threaded MPMs I suggest to use
FastCGI.

I suggest all people on mod_perl 2 to try it, it's sligtly faster as well.

> Regards,
>
> Kim

-- 
Best regards, Ruslan.


From covilk at lmax.com  Tue Apr 27 12:45:53 2010
From: covilk at lmax.com (Kim Covil)
Date: Tue, 27 Apr 2010 17:45:53 +0100
Subject: [rt-users] Problem configuring RT Timezone
In-Reply-To: <q2t589c94401004270910uf63a2139u7570e36d93efe67e@mail.gmail.com>
References: <4BC6045D.4070301@lmax.com>	
	<s2r589c94401004141227p11315a06zc0dd9a294992c79f@mail.gmail.com>	
	<4BD6EE83.4030506@lmax.com>
	<q2t589c94401004270910uf63a2139u7570e36d93efe67e@mail.gmail.com>
Message-ID: <4BD714C1.6060105@lmax.com>

Thanks Ruslan,

That fixed it for us.

It has however revealed a different issue.

The date formatter RFC2616 (HTTP) seems to be doing something strange 
with the timezone. From lib/RT/Date.pm:

sub RFC2616 {
     my $self = shift;
     my %args = ( Date => 1, Time => 1,
                  @_,
                  Timezone => 'utc',
                  Seconds => 1, DayOfWeek => 1,
                );

     my $res = $self->RFC2822( @_ );
     $res =~ s/\s*[+-]\d\d\d\d$/ GMT/ if $args{'Time'};
     return $res;
}

If RFC2822 returns an accurate timezone offset (+0100) this formatter 
seems to just strip it and add the letters GMT afterwards. So what we 
are seeing is that now timezone processing is correct using 
Europe/London we are seeing BST times (GMT+1) with the letters GMT after 
them which is incorrect.

Regards,

Kim

On 27/04/10 17:10, Ruslan Zakirov wrote:
> Hello Kim,
>
> On Tue, Apr 27, 2010 at 6:02 PM, Kim Covil<covilk at lmax.com>  wrote:
>> Hi Ruslan,
>>
>> Thanks for the response and apologies for the delay in replying. You are
>> correct it does seem to be an issue with mod_perl and ENV being untied.
>
> That's it.
>
>> I found another reference to this issue here:
>>
>> http://aspn.activestate.com/ASPN/Mail/Message/perl-mod_perl/3594080
>>
>> What would be the suggested way of fixing this for our RT installation?
>> Should I try and write a module as suggested in the above link to override
>> the localtime functionality?
>
> Recently we discovered another issue with mod_perl and starting to
> recommend "SetHandler modperl" instead of "SetHandler perl-script".
> Just change the latter to the following:
>
> PerlOptions +GlobalRequest
> SetHandler modperl
>
> This will fix issue with timezones on mod_perl 2.x and as well protect
> you from other bug. Note that this only works with forking MPM
> (usually it's default setup). For threaded MPMs I suggest to use
> FastCGI.
>
> I suggest all people on mod_perl 2 to try it, it's sligtly faster as well.
>
>> Regards,
>>
>> Kim
>


The information in this e-mail and any attachment is confidential and is intended only for the named recipient(s). The e-mail may not be disclosed or used by any person other than the addressee, nor may it be copied in any way. If you are not a named recipient please notify the sender immediately and delete any copies of this message. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden. Any view or opinions presented are solely those of the author and do not necessarily represent those of the company.


From ruslan.zakirov at gmail.com  Tue Apr 27 13:20:08 2010
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 27 Apr 2010 21:20:08 +0400
Subject: [rt-users] Problem configuring RT Timezone
In-Reply-To: <4BD714C1.6060105@lmax.com>
References: <4BC6045D.4070301@lmax.com>
	<s2r589c94401004141227p11315a06zc0dd9a294992c79f@mail.gmail.com>
	<4BD6EE83.4030506@lmax.com>
	<q2t589c94401004270910uf63a2139u7570e36d93efe67e@mail.gmail.com>
	<4BD714C1.6060105@lmax.com>
Message-ID: <v2s589c94401004271020w4304c89ci47d5d04741f6d1d2@mail.gmail.com>

It's a typo in the code :( Replace ->RFC2822( @_ ); with ->RFC2822( %args );

On Tue, Apr 27, 2010 at 8:45 PM, Kim Covil <covilk at lmax.com> wrote:
> Thanks Ruslan,
>
> That fixed it for us.
>
> It has however revealed a different issue.
>
> The date formatter RFC2616 (HTTP) seems to be doing something strange with
> the timezone. From lib/RT/Date.pm:
>
> sub RFC2616 {
> ? ?my $self = shift;
> ? ?my %args = ( Date => 1, Time => 1,
> ? ? ? ? ? ? ? ? @_,
> ? ? ? ? ? ? ? ? Timezone => 'utc',
> ? ? ? ? ? ? ? ? Seconds => 1, DayOfWeek => 1,
> ? ? ? ? ? ? ? );
>
> ? ?my $res = $self->RFC2822( @_ );
> ? ?$res =~ s/\s*[+-]\d\d\d\d$/ GMT/ if $args{'Time'};
> ? ?return $res;
> }
>
> If RFC2822 returns an accurate timezone offset (+0100) this formatter seems
> to just strip it and add the letters GMT afterwards. So what we are seeing
> is that now timezone processing is correct using Europe/London we are seeing
> BST times (GMT+1) with the letters GMT after them which is incorrect.
>
> Regards,
>
> Kim
>
> On 27/04/10 17:10, Ruslan Zakirov wrote:
>>
>> Hello Kim,
>>
>> On Tue, Apr 27, 2010 at 6:02 PM, Kim Covil<covilk at lmax.com> ?wrote:
>>>
>>> Hi Ruslan,
>>>
>>> Thanks for the response and apologies for the delay in replying. You are
>>> correct it does seem to be an issue with mod_perl and ENV being untied.
>>
>> That's it.
>>
>>> I found another reference to this issue here:
>>>
>>> http://aspn.activestate.com/ASPN/Mail/Message/perl-mod_perl/3594080
>>>
>>> What would be the suggested way of fixing this for our RT installation?
>>> Should I try and write a module as suggested in the above link to
>>> override
>>> the localtime functionality?
>>
>> Recently we discovered another issue with mod_perl and starting to
>> recommend "SetHandler modperl" instead of "SetHandler perl-script".
>> Just change the latter to the following:
>>
>> PerlOptions +GlobalRequest
>> SetHandler modperl
>>
>> This will fix issue with timezones on mod_perl 2.x and as well protect
>> you from other bug. Note that this only works with forking MPM
>> (usually it's default setup). For threaded MPMs I suggest to use
>> FastCGI.
>>
>> I suggest all people on mod_perl 2 to try it, it's sligtly faster as well.
>>
>>> Regards,
>>>
>>> Kim
>>
>
>
> The information in this e-mail and any attachment is confidential and is
> intended only for the named recipient(s). The e-mail may not be disclosed or
> used by any person other than the addressee, nor may it be copied in any
> way. If you are not a named recipient please notify the sender immediately
> and delete any copies of this message. Any unauthorized copying, disclosure
> or distribution of the material in this e-mail is strictly forbidden. Any
> view or opinions presented are solely those of the author and do not
> necessarily represent those of the company.
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From mmcgrath at carthage.edu  Tue Apr 27 14:48:36 2010
From: mmcgrath at carthage.edu (Max McGrath)
Date: Tue, 27 Apr 2010 13:48:36 -0500
Subject: [rt-users] Help adding links to things
Message-ID: <m2j6b011ab81004271148i69c6be52j46ebad81b2e178ef@mail.gmail.com>

Hi all -

Running RT 3.8.7 on Ubuntu 9.10.

I guess I'm kind of looking for recommendations and/or a how-to.

What would be my best option to add links to things (things being our
wireless management site, blackboard admin, res hall registration admin web
pages, etc...) on the main page of a privileged users login?

Should I just straight up add it with HTML on a certain page (which page
would that be?) or would making a Dashboard of some kind be a good option?

Thanks!
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath at carthage.edu
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From hiro24 at gmail.com  Tue Apr 27 14:54:52 2010
From: hiro24 at gmail.com (Chris Hall)
Date: Tue, 27 Apr 2010 14:54:52 -0400
Subject: [rt-users] Question about using an external SMTP server
Message-ID: <i2rf6319bb11004271154j6f6e89b5o9bea8d057f2e65ef@mail.gmail.com>

We're tightly controlling port 25 on our site here, so using the local
method for sending email is a no go.  I read something about installing
mailgate on the smtp server here, but that has some people... nervous....
 My boss seems to think it should be a matter of switching a line or two to
set a smarthost to our smtp server to make it work.  So my question is,
without dropping additional software or whatnot on the smtp server... how
can I use an external server for sending mail?  What's the preferred and
correct configuration needed?
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From vadud3 at gmail.com  Tue Apr 27 15:28:24 2010
From: vadud3 at gmail.com (Asif Iqbal)
Date: Tue, 27 Apr 2010 15:28:24 -0400
Subject: [rt-users] Question about using an external SMTP server
In-Reply-To: <i2rf6319bb11004271154j6f6e89b5o9bea8d057f2e65ef@mail.gmail.com>
References: <i2rf6319bb11004271154j6f6e89b5o9bea8d057f2e65ef@mail.gmail.com>
Message-ID: <s2xa60f25fc1004271228w6a8affddg20a721444c11a912@mail.gmail.com>

On Tue, Apr 27, 2010 at 2:54 PM, Chris Hall <hiro24 at gmail.com> wrote:
> We're tightly controlling port 25 on our site here, so using the local
> method for sending email is a no go. ?I read something about installing
> mailgate on the smtp server here, but that has some people... nervous....
> ?My boss seems to think it should be a matter of switching a line or two to
> set a smarthost to our smtp server to make it work. ?So my question is,
> without dropping additional software or whatnot on the smtp server... how
> can I use an external server for sending mail? ?What's the preferred and
> correct configuration needed?
>

put the mailgate in your real smtp server like this, assuming you have one

This is an example from our qmail smtp server

cat ~alias/.qmal-help

|/opt/rt3/bin/rt-mailgate --queue help --action correspond --url
https://rt.example.net 2>/dev/null


>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?


From curtisb at vianet.ca  Tue Apr 27 15:37:10 2010
From: curtisb at vianet.ca (Curtis Bruneau)
Date: Tue, 27 Apr 2010 15:37:10 -0400
Subject: [rt-users] Question about using an external SMTP server
In-Reply-To: <i2rf6319bb11004271154j6f6e89b5o9bea8d057f2e65ef@mail.gmail.com>
References: <i2rf6319bb11004271154j6f6e89b5o9bea8d057f2e65ef@mail.gmail.com>
Message-ID: <4BD73CE6.6030104@vianet.ca>

You should be able to set up postfix using the parameter 'relayhost' for 
relaying, you can specify a different port if needed. This would allow 
you to still use the sendmail commands to send. This is assuming you can 
still receive on port 25 for MX deliveries. Otherwise you may have no 
choice but to set it up on your real smtp server.

Chris Hall wrote:
> We're tightly controlling port 25 on our site here, so using the local 
> method for sending email is a no go.  I read something about 
> installing mailgate on the smtp server here, but that has some 
> people... nervous....  My boss seems to think it should be a matter of 
> switching a line or two to set a smarthost to our smtp server to make 
> it work.  So my question is, without dropping additional software or 
> whatnot on the smtp server... how can I use an external server for 
> sending mail?  What's the preferred and correct configuration needed?
>
>
> ------------------------------------------------------------------------
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From hiro24 at gmail.com  Tue Apr 27 15:46:48 2010
From: hiro24 at gmail.com (Chris Hall)
Date: Tue, 27 Apr 2010 15:46:48 -0400
Subject: [rt-users] Question about using an external SMTP server
In-Reply-To: <4BD73CE6.6030104@vianet.ca>
References: <i2rf6319bb11004271154j6f6e89b5o9bea8d057f2e65ef@mail.gmail.com>
	<4BD73CE6.6030104@vianet.ca>
Message-ID: <k2jf6319bb11004271246l4641f253qa672ae1dccab967f@mail.gmail.com>

ahh, nevermind, I got it...

Set($SMTPServer, '##########');
Set($SMTPFrom , 'rt at rt.#########.com');

but now, my question has evolved slightly.. email seems to be successfully
sent out, but I get the email saying "reply to this address if you have
questions, etc..." I reply to it, and nothing seems to happen.

I've added the following lines to /etc/aliases

rt: "|/opt/rt3/bin/rt-mailgate --queue 'General' --action correspond --url
http://rt.###########.com"
rt-comment: "|/opt/rt3/bin/rt-mailgate --queue 'General' --action comment
--url http://rt.##########.com"

(obviously w/o the # signs...) but nothing seems to happen when I reply to
the email... any ideas as to why?


On Tue, Apr 27, 2010 at 3:37 PM, Curtis Bruneau <curtisb at vianet.ca> wrote:

> You should be able to set up postfix using the parameter 'relayhost' for
> relaying, you can specify a different port if needed. This would allow you
> to still use the sendmail commands to send. This is assuming you can still
> receive on port 25 for MX deliveries. Otherwise you may have no choice but
> to set it up on your real smtp server.
>
> Chris Hall wrote:
>
>> We're tightly controlling port 25 on our site here, so using the local
>> method for sending email is a no go.  I read something about installing
>> mailgate on the smtp server here, but that has some people... nervous....
>>  My boss seems to think it should be a matter of switching a line or two to
>> set a smarthost to our smtp server to make it work.  So my question is,
>> without dropping additional software or whatnot on the smtp server... how
>> can I use an external server for sending mail?  What's the preferred and
>> correct configuration needed?
>>
>>
>> ------------------------------------------------------------------------
>>
>>
>>
>> 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 curtisb at vianet.ca  Tue Apr 27 15:51:53 2010
From: curtisb at vianet.ca (Curtis Bruneau)
Date: Tue, 27 Apr 2010 15:51:53 -0400
Subject: [rt-users] Question about using an external SMTP server
In-Reply-To: <k2jf6319bb11004271246l4641f253qa672ae1dccab967f@mail.gmail.com>
References: <i2rf6319bb11004271154j6f6e89b5o9bea8d057f2e65ef@mail.gmail.com>
	<4BD73CE6.6030104@vianet.ca>
	<k2jf6319bb11004271246l4641f253qa672ae1dccab967f@mail.gmail.com>
Message-ID: <4BD74059.4020107@vianet.ca>

Assuming the SMTPFrom setting isn't overriding the reply addresses 
specified in the queue config queue@ queue-comment@ etc. You may need to 
rebuild the alias hash with the newaliases command. Are you getting any 
bounces from your smtp?

Chris Hall wrote:
> ahh, nevermind, I got it...
>
> Set($SMTPServer, '##########');
> Set($SMTPFrom , 'rt at rt.#########.com');
>
> but now, my question has evolved slightly.. email seems to be 
> successfully sent out, but I get the email saying "reply to this 
> address if you have questions, etc..." I reply to it, and nothing 
> seems to happen.
>
> I've added the following lines to /etc/aliases
>
> rt: "|/opt/rt3/bin/rt-mailgate --queue 'General' --action correspond 
> --url http://rt.###########.com"
> rt-comment: "|/opt/rt3/bin/rt-mailgate --queue 'General' --action 
> comment --url http://rt.##########.com"
>
> (obviously w/o the # signs...) but nothing seems to happen when I 
> reply to the email... any ideas as to why?
>
>
> On Tue, Apr 27, 2010 at 3:37 PM, Curtis Bruneau <curtisb at vianet.ca 
> <mailto:curtisb at vianet.ca>> wrote:
>
>     You should be able to set up postfix using the parameter
>     'relayhost' for relaying, you can specify a different port if
>     needed. This would allow you to still use the sendmail commands to
>     send. This is assuming you can still receive on port 25 for MX
>     deliveries. Otherwise you may have no choice but to set it up on
>     your real smtp server.
>
>     Chris Hall wrote:
>
>         We're tightly controlling port 25 on our site here, so using
>         the local method for sending email is a no go.  I read
>         something about installing mailgate on the smtp server here,
>         but that has some people... nervous....  My boss seems to
>         think it should be a matter of switching a line or two to set
>         a smarthost to our smtp server to make it work.  So my
>         question is, without dropping additional software or whatnot
>         on the smtp server... how can I use an external server for
>         sending mail?  What's the preferred and correct configuration
>         needed?
>
>
>         ------------------------------------------------------------------------
>
>
>
>
>         Discover RT's hidden secrets with RT Essentials from O'Reilly
>         Media.
>         Buy a copy at http://rtbook.bestpractical.com
>
>
>



From hiro24 at gmail.com  Tue Apr 27 15:59:19 2010
From: hiro24 at gmail.com (Chris Hall)
Date: Tue, 27 Apr 2010 15:59:19 -0400
Subject: [rt-users] Question about using an external SMTP server
In-Reply-To: <4BD74059.4020107@vianet.ca>
References: <i2rf6319bb11004271154j6f6e89b5o9bea8d057f2e65ef@mail.gmail.com>
	<4BD73CE6.6030104@vianet.ca>
	<k2jf6319bb11004271246l4641f253qa672ae1dccab967f@mail.gmail.com>
	<4BD74059.4020107@vianet.ca>
Message-ID: <z2pf6319bb11004271259r67d202d5qd02b993bc90010a1@mail.gmail.com>

well.. none yet.  I think I see where I've mis-stepped.  the modifications
to /etc/aliases needs to be ON the SMTP server, not the RT server, is that
correct?  and if so, that means I need to install the rt-mailgate on the
SMTP server?  If that's true, could I just copy my rt-mailgate from my bin
dir on the rt server to the SMTP server, or do I really have to go through
the entirety of the installation?  ...lotsa questions there, sry.

On Tue, Apr 27, 2010 at 3:51 PM, Curtis Bruneau <curtisb at vianet.ca> wrote:

> Assuming the SMTPFrom setting isn't overriding the reply addresses
> specified in the queue config queue@ queue-comment@ etc. You may need to
> rebuild the alias hash with the newaliases command. Are you getting any
> bounces from your smtp?
>
> Chris Hall wrote:
>
>> ahh, nevermind, I got it...
>>
>> Set($SMTPServer, '##########');
>> Set($SMTPFrom , 'rt at rt.#########.com');
>>
>> but now, my question has evolved slightly.. email seems to be successfully
>> sent out, but I get the email saying "reply to this address if you have
>> questions, etc..." I reply to it, and nothing seems to happen.
>>
>> I've added the following lines to /etc/aliases
>>
>> rt: "|/opt/rt3/bin/rt-mailgate --queue 'General' --action correspond --url
>> http://rt.###########.com"
>> rt-comment: "|/opt/rt3/bin/rt-mailgate --queue 'General' --action comment
>> --url http://rt.##########.com"
>>
>> (obviously w/o the # signs...) but nothing seems to happen when I reply to
>> the email... any ideas as to why?
>>
>>
>> On Tue, Apr 27, 2010 at 3:37 PM, Curtis Bruneau <curtisb at vianet.ca<mailto:
>> curtisb at vianet.ca>> wrote:
>>
>>    You should be able to set up postfix using the parameter
>>    'relayhost' for relaying, you can specify a different port if
>>    needed. This would allow you to still use the sendmail commands to
>>    send. This is assuming you can still receive on port 25 for MX
>>    deliveries. Otherwise you may have no choice but to set it up on
>>    your real smtp server.
>>
>>    Chris Hall wrote:
>>
>>        We're tightly controlling port 25 on our site here, so using
>>        the local method for sending email is a no go.  I read
>>        something about installing mailgate on the smtp server here,
>>        but that has some people... nervous....  My boss seems to
>>        think it should be a matter of switching a line or two to set
>>        a smarthost to our smtp server to make it work.  So my
>>        question is, without dropping additional software or whatnot
>>        on the smtp server... how can I use an external server for
>>        sending mail?  What's the preferred and correct configuration
>>        needed?
>>
>>
>>
>>  ------------------------------------------------------------------------
>>
>>
>>
>>
>>        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 curtisb at vianet.ca  Tue Apr 27 16:20:25 2010
From: curtisb at vianet.ca (Curtis Bruneau)
Date: Tue, 27 Apr 2010 16:20:25 -0400
Subject: [rt-users] Question about using an external SMTP server
In-Reply-To: <z2pf6319bb11004271259r67d202d5qd02b993bc90010a1@mail.gmail.com>
References: <i2rf6319bb11004271154j6f6e89b5o9bea8d057f2e65ef@mail.gmail.com>
	<4BD73CE6.6030104@vianet.ca>
	<k2jf6319bb11004271246l4641f253qa672ae1dccab967f@mail.gmail.com>
	<4BD74059.4020107@vianet.ca>
	<z2pf6319bb11004271259r67d202d5qd02b993bc90010a1@mail.gmail.com>
Message-ID: <4BD74709.40406@vianet.ca>

Ideally it would be on the RT server itself. The SMTP relaying and MTA 
are technically separate. You can do just local deliveries on the RT 
server which accepts port 25 smtp traffic but think of it as the final 
relay destination. You would also have to set up the MTA to recognize 
the hostname as accepted so it doesn't try to relay it back out to 
relayhost. I think regardless of your $SMTPServer setting if you had RT 
server accepting mail you may want to set up relayhost for bounces and such.

For postfix in /etc/postfix/main.cf you should see the following. The my 
networks is to ensure that only localhost can relay through it. This 
should for the most part be default already assuming the server was set 
up with the RT hostname.

myhostname = rt.domain.com
alias_maps = hash:/etc/aliases
mydestination = rt.domain.com, localhost
mynetworks = 127.0.0.0/8

One thing to note; this is the default domain setup. If you hosted 
multiple email domains you'd have to look into the virtual domain 
settings. This is mostly likely the case on your SMTP as well so simply 
doing /etc/aliases may not be good enough unless your default domain is 
the same as the RT server.

As for setting it up on your 'real' SMTP, you may be able to copy the 
perl script but you will most likely still require some of the perl 
modules from the 'make testdeps'. Then again I've never tried to do it 
before so I'm not really sure what dependencies it has.

Chris Hall wrote:
> well.. none yet.  I think I see where I've mis-stepped.  the 
> modifications to /etc/aliases needs to be ON the SMTP server, not the 
> RT server, is that correct?  and if so, that means I need to install 
> the rt-mailgate on the SMTP server?  If that's true, could I just copy 
> my rt-mailgate from my bin dir on the rt server to the SMTP server, or 
> do I really have to go through the entirety of the installation?  
> ...lotsa questions there, sry.
>
> On Tue, Apr 27, 2010 at 3:51 PM, Curtis Bruneau <curtisb at vianet.ca 
> <mailto:curtisb at vianet.ca>> wrote:
>
>     Assuming the SMTPFrom setting isn't overriding the reply addresses
>     specified in the queue config queue@ queue-comment@ etc. You may
>     need to rebuild the alias hash with the newaliases command. Are
>     you getting any bounces from your smtp?
>
>     Chris Hall wrote:
>
>         ahh, nevermind, I got it...
>
>         Set($SMTPServer, '##########');
>         Set($SMTPFrom , 'rt at rt.#########.com');
>
>         but now, my question has evolved slightly.. email seems to be
>         successfully sent out, but I get the email saying "reply to
>         this address if you have questions, etc..." I reply to it, and
>         nothing seems to happen.
>
>         I've added the following lines to /etc/aliases
>
>         rt: "|/opt/rt3/bin/rt-mailgate --queue 'General' --action
>         correspond --url http://rt.###########.com"
>         rt-comment: "|/opt/rt3/bin/rt-mailgate --queue 'General'
>         --action comment --url http://rt.##########.com"
>
>         (obviously w/o the # signs...) but nothing seems to happen
>         when I reply to the email... any ideas as to why?
>
>
>         On Tue, Apr 27, 2010 at 3:37 PM, Curtis Bruneau
>         <curtisb at vianet.ca <mailto:curtisb at vianet.ca>
>         <mailto:curtisb at vianet.ca <mailto:curtisb at vianet.ca>>> wrote:
>
>            You should be able to set up postfix using the parameter
>            'relayhost' for relaying, you can specify a different port if
>            needed. This would allow you to still use the sendmail
>         commands to
>            send. This is assuming you can still receive on port 25 for MX
>            deliveries. Otherwise you may have no choice but to set it
>         up on
>            your real smtp server.
>
>            Chris Hall wrote:
>
>                We're tightly controlling port 25 on our site here, so
>         using
>                the local method for sending email is a no go.  I read
>                something about installing mailgate on the smtp server
>         here,
>                but that has some people... nervous....  My boss seems to
>                think it should be a matter of switching a line or two
>         to set
>                a smarthost to our smtp server to make it work.  So my
>                question is, without dropping additional software or
>         whatnot
>                on the smtp server... how can I use an external server for
>                sending mail?  What's the preferred and correct
>         configuration
>                needed?
>
>
>              
>          ------------------------------------------------------------------------
>
>
>
>
>                Discover RT's hidden secrets with RT Essentials from
>         O'Reilly
>                Media.
>                Buy a copy at http://rtbook.bestpractical.com
>
>
>
>
>



From vadud3 at gmail.com  Tue Apr 27 16:23:52 2010
From: vadud3 at gmail.com (Asif Iqbal)
Date: Tue, 27 Apr 2010 16:23:52 -0400
Subject: [rt-users] Question about using an external SMTP server
In-Reply-To: <z2pf6319bb11004271259r67d202d5qd02b993bc90010a1@mail.gmail.com>
References: <i2rf6319bb11004271154j6f6e89b5o9bea8d057f2e65ef@mail.gmail.com> 
	<4BD73CE6.6030104@vianet.ca>
	<k2jf6319bb11004271246l4641f253qa672ae1dccab967f@mail.gmail.com>
	<4BD74059.4020107@vianet.ca>
	<z2pf6319bb11004271259r67d202d5qd02b993bc90010a1@mail.gmail.com>
Message-ID: <g2ra60f25fc1004271323qb14c708dy1f9613d1b3a8eb67@mail.gmail.com>

On Tue, Apr 27, 2010 at 3:59 PM, Chris Hall <hiro24 at gmail.com> wrote:
> well.. none yet.? I think I see where I've mis-stepped.? the modifications
> to /etc/aliases needs to be ON the SMTP server, not the RT server, is that
> correct?? and if so, that means I need to install the rt-mailgate on the
> SMTP server?? If that's true, could I just copy my rt-mailgate from my bin
> dir on the rt server to the SMTP server, or do I really have to go through
> the entirety of the installation?? ...lotsa questions there, sry.

rt-mailgate is depending on few perl modules. copy it over and run it
and you will
see the modules you need or open the file to find out. just install
those dependent
perl modules. you have to make sure your smtp server has http(s)
access to your rt


>
> On Tue, Apr 27, 2010 at 3:51 PM, Curtis Bruneau <curtisb at vianet.ca> wrote:
>>
>> Assuming the SMTPFrom setting isn't overriding the reply addresses
>> specified in the queue config queue@ queue-comment@ etc. You may need to
>> rebuild the alias hash with the newaliases command. Are you getting any
>> bounces from your smtp?
>>
>> Chris Hall wrote:
>>>
>>> ahh, nevermind, I got it...
>>>
>>> Set($SMTPServer, '##########');
>>> Set($SMTPFrom , 'rt at rt.#########.com');
>>>
>>> but now, my question has evolved slightly.. email seems to be
>>> successfully sent out, but I get the email saying "reply to this address if
>>> you have questions, etc..." I reply to it, and nothing seems to happen.
>>>
>>> I've added the following lines to /etc/aliases
>>>
>>> rt: "|/opt/rt3/bin/rt-mailgate --queue 'General' --action correspond
>>> --url http://rt.###########.com"
>>> rt-comment: "|/opt/rt3/bin/rt-mailgate --queue 'General' --action comment
>>> --url http://rt.##########.com"
>>>
>>> (obviously w/o the # signs...) but nothing seems to happen when I reply
>>> to the email... any ideas as to why?
>>>
>>>
>>> On Tue, Apr 27, 2010 at 3:37 PM, Curtis Bruneau <curtisb at vianet.ca
>>> <mailto:curtisb at vianet.ca>> wrote:
>>>
>>> ? ?You should be able to set up postfix using the parameter
>>> ? ?'relayhost' for relaying, you can specify a different port if
>>> ? ?needed. This would allow you to still use the sendmail commands to
>>> ? ?send. This is assuming you can still receive on port 25 for MX
>>> ? ?deliveries. Otherwise you may have no choice but to set it up on
>>> ? ?your real smtp server.
>>>
>>> ? ?Chris Hall wrote:
>>>
>>> ? ? ? ?We're tightly controlling port 25 on our site here, so using
>>> ? ? ? ?the local method for sending email is a no go. ?I read
>>> ? ? ? ?something about installing mailgate on the smtp server here,
>>> ? ? ? ?but that has some people... nervous.... ?My boss seems to
>>> ? ? ? ?think it should be a matter of switching a line or two to set
>>> ? ? ? ?a smarthost to our smtp server to make it work. ?So my
>>> ? ? ? ?question is, without dropping additional software or whatnot
>>> ? ? ? ?on the smtp server... how can I use an external server for
>>> ? ? ? ?sending mail? ?What's the preferred and correct configuration
>>> ? ? ? ?needed?
>>>
>>>
>>>
>>> ?------------------------------------------------------------------------
>>>
>>>
>>>
>>>
>>> ? ? ? ?Discover RT's hidden secrets with RT Essentials from O'Reilly
>>> ? ? ? ?Media.
>>> ? ? ? ?Buy a copy at http://rtbook.bestpractical.com
>>>
>>>
>>>
>>
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?


From kae at midnighthax.com  Tue Apr 27 17:53:31 2010
From: kae at midnighthax.com (Keith Edmunds)
Date: Tue, 27 Apr 2010 22:53:31 +0100
Subject: [rt-users] Merge tickets, transaction notification and REST
In-Reply-To: <20100420203900.4758354a@ws.in.tiger-computing.com>
References: <20100420203900.4758354a@ws.in.tiger-computing.com>
Message-ID: <20100427225331.2844243d@ws.in.tiger-computing.com>

Is it not possible to detect which ticket is being merged?

> We have a scrip that runs "On Transaction" and calls an external script,
> passing the ticket id. We want to take actions in the external script
> when a ticket is merged. If we merge, say, ticket 100 into ticket 200,
> the ticket id passed to our external script is 200. How can we find out,
> via the REST interface, the ticket id that was merged (100 in this
> example)?
> 
> Frustratingly, going the other way is easy - if we retrieve ticket
> information for 100 via the REST interface, ticket 200 is retrieved.
> 
> If it helps, here's our scrip (we are not Perl wizards, which may be
> stating the obvious when you see the code below: all criticism gratefully
> received):
> 
> my $tx = $self->TransactionObj;
> my $ticket = $self->TicketObj;
> my $id = $ticket->id;
> my $type = $tx->Type;
> my $field = $tx->Field;
> my $old = $tx->OldValue;
> my $new = $tx->NewValue;
> 
> system("wget
> 'http://localhost/xyz/transaction?rt=$id".'&type='."$type".'&field='."$field".'&old='."$old".'&new='."$new'")
> 
> Thanks


From paul at paulororke.net  Tue Apr 27 18:48:58 2010
From: paul at paulororke.net (Paul O'Rorke)
Date: Tue, 27 Apr 2010 15:48:58 -0700
Subject: [rt-users] create Requester without an email
In-Reply-To: <4BD6FB94.6070202@paulororke.net>
References: <4BD6FB94.6070202@paulororke.net>
Message-ID: <4BD769DA.2030309@paulororke.net>

I should qualify this:  I can create users without an email if I 
manually go and add a user.  What I want to be able to do is add a user 
name in the Requester field when creating tickets and have that user 
created as it would were it an email address.


Possible?


        Paul O'Rorke

        paul at paulororke.net <mailto:paul at paulororke.net>
        paulororke.net <http://paulororke.net>


On 27/04/2010 7:58 AM, Paul O'Rorke wrote:
> Hi all,
>
> we use RT to manage a support Queue for software.  The support team 
> field many questions from both email and a forum.  Not all support 
> requests get a ticket and support staff create tickets manually 
> setting the Requester email.  We'd like to use the same queue for some 
> support requests that are posted on our forums.
>
> Can we create requesters without an email?  I don't seem to be able to 
> do this.  I have a custom field for the URL of the forum post and 
> would like to be able to search tickets on the Requester user but 
> often they have no email.  Can this be done or is an email a 
> requirement for a Requester?
> -- 
>
>
>         Paul O'Rorke
>
>         paul at paulororke.net <mailto:paul at paulororke.net>
>         paulororke.net <http://paulororke.net>
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
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From kfcrocker at lbl.gov  Tue Apr 27 19:29:01 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 27 Apr 2010 16:29:01 -0700
Subject: [rt-users] Merge tickets, transaction notification and REST
In-Reply-To: <u2ke9f825501004271628n49c544ebx8a79279bb6d8feab@mail.gmail.com>
References: <20100420203900.4758354a@ws.in.tiger-computing.com>
	<20100427225331.2844243d@ws.in.tiger-computing.com>
	<u2ke9f825501004271628n49c544ebx8a79279bb6d8feab@mail.gmail.com>
Message-ID: <g2ge9f825501004271629ma5068aa3w216019ddf8bc20ef@mail.gmail.com>

Kieth,

The LINKS Table will have that info. Type is "MergedInto".

Kenn
LBNL

On Tue, Apr 27, 2010 at 4:28 PM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:

> Kieth,
>
> The LINKS Table will have that info. Type is "MergedInto".
>
> Kenn
> LBNL
>
>
> On Tue, Apr 27, 2010 at 2:53 PM, Keith Edmunds <kae at midnighthax.com>wrote:
>
>> Is it not possible to detect which ticket is being merged?
>>
>> > We have a scrip that runs "On Transaction" and calls an external script,
>> > passing the ticket id. We want to take actions in the external script
>> > when a ticket is merged. If we merge, say, ticket 100 into ticket 200,
>> > the ticket id passed to our external script is 200. How can we find out,
>> > via the REST interface, the ticket id that was merged (100 in this
>> > example)?
>> >
>> > Frustratingly, going the other way is easy - if we retrieve ticket
>> > information for 100 via the REST interface, ticket 200 is retrieved.
>> >
>> > If it helps, here's our scrip (we are not Perl wizards, which may be
>> > stating the obvious when you see the code below: all criticism
>> gratefully
>> > received):
>> >
>> > my $tx = $self->TransactionObj;
>> > my $ticket = $self->TicketObj;
>> > my $id = $ticket->id;
>> > my $type = $tx->Type;
>> > my $field = $tx->Field;
>> > my $old = $tx->OldValue;
>> > my $new = $tx->NewValue;
>> >
>> > system("wget
>> > 'http://localhost/xyz/transaction?rt=$id
>> ".'&type='."$type".'&field='."$field".'&old='."$old".'&new='."$new'")
>> >
>> > Thanks
>>
>> 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 Dave.Close at us.thalesgroup.com  Tue Apr 27 20:22:40 2010
From: Dave.Close at us.thalesgroup.com (CLOSE Dave (DAE))
Date: Tue, 27 Apr 2010 17:22:40 -0700
Subject: [rt-users] Can't locate object method "_Accessible"
In-Reply-To: <4BD0B7E8.2020804@ics.muni.cz>
References: <4BCE1713.3030104@us.thalesgroup.com>
	<4BD08064.9010901@us.thalesgroup.com> <4BD0B7E8.2020804@ics.muni.cz>
Message-ID: <4BD77FD0.1070302@us.thalesgroup.com>

Thank you to Martin Drasar, Jerrad Pierce, and Ian Pellew for their 
replies to my query. However, the problem remains unresolved and hasn't 
really been addressed here. Note that RT was working on exactly the same 
port with exactly the same Apache configuration.

I had an opportunity to abort a corporate push for SharePoint, but 
without the ability to get RT working again, I am doomed to fail.

A week ago, I wrote:
 > My server is running Fedora 8 and was running RT 3.6.5 ok. Most files
 > were located in /usr/share/rt3. I have just upgraded to RT 3.8.7 and
 > changed the installation directory to /opt/rt3. All references in
 > /etc/httpd/conf*/* have been changed to refer to /opt/rt3 but the
 > /usr/share/rt3 directory is still present. RT is running on port 8080
 > to avoid conflict with another application.
 >
 > After the upgrade, RT refuses to run. The log shows this message:
 >
 > [Fri Apr 16 15:04:34 2010] [error] [client 172.16.100.228] Can't
 > locate object method "_Accessible" via package "SubscribeDashboard"
 > (perhaps you forgot to load "SubscribeDashboard"?) at
 > /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Record.pm line
 > 423.\nCompilation failed in require at /opt/rt3/bin/../lib/RT.pm line
 > 443.\n
 >
 > Looking around online, I don't find this specific message referenced
 > anywhere. However, similar messages with other methods are quoted. The
 > general idea seems to be that something isn't up-to-date as expected.
 > So I've run "yum update" on the server and updated everything. I then
 > used cpan to update File::Temp since the repositories don't seem to be
 > current for that module. After restarting the web server (Apache 2),
 > RT still fails in exactly the same way.
 >
 > Obviously, I'm still missing something simple. Can anyone tell me
 > what?
-- 
Dave Close, Thales Avionics, Irvine California USA
Software integration and performance testing
cell +1 949 394 2124, dave.close at us.thalesgroup.com

I don't send HTML email and I prefer not to receive it.
HTML email is ugly and a significant security exposure.



From kae at midnighthax.com  Wed Apr 28 03:04:03 2010
From: kae at midnighthax.com (Keith Edmunds)
Date: Wed, 28 Apr 2010 08:04:03 +0100
Subject: [rt-users] Merge tickets, transaction notification and REST
In-Reply-To: <g2ge9f825501004271629ma5068aa3w216019ddf8bc20ef@mail.gmail.com>
References: <20100420203900.4758354a@ws.in.tiger-computing.com>
	<20100427225331.2844243d@ws.in.tiger-computing.com>
	<u2ke9f825501004271628n49c544ebx8a79279bb6d8feab@mail.gmail.com>
	<g2ge9f825501004271629ma5068aa3w216019ddf8bc20ef@mail.gmail.com>
Message-ID: <20100428080403.3d786abb@ws.in.tiger-computing.com>

On Tue, 27 Apr 2010 16:29:01 -0700, kfcrocker at lbl.gov said:

> The LINKS Table will have that info. Type is "MergedInto".

Thanks for that. It doesn't show on my version of RT, but perhaps I need
to upgrade (we're using 3.6.7)

Keith


From covilk at lmax.com  Wed Apr 28 03:55:57 2010
From: covilk at lmax.com (Kim Covil)
Date: Wed, 28 Apr 2010 08:55:57 +0100
Subject: [rt-users] Problem configuring RT Timezone
In-Reply-To: <v2s589c94401004271020w4304c89ci47d5d04741f6d1d2@mail.gmail.com>
References: <4BC6045D.4070301@lmax.com>	
	<s2r589c94401004141227p11315a06zc0dd9a294992c79f@mail.gmail.com>	
	<4BD6EE83.4030506@lmax.com>	
	<q2t589c94401004270910uf63a2139u7570e36d93efe67e@mail.gmail.com>	
	<4BD714C1.6060105@lmax.com>
	<v2s589c94401004271020w4304c89ci47d5d04741f6d1d2@mail.gmail.com>
Message-ID: <4BD7EA0D.7040206@lmax.com>

That fixed it, thanks.

On 27/04/10 18:20, Ruslan Zakirov wrote:
> It's a typo in the code :( Replace ->RFC2822( @_ ); with ->RFC2822( %args );
>
> On Tue, Apr 27, 2010 at 8:45 PM, Kim Covil<covilk at lmax.com>  wrote:
>> Thanks Ruslan,
>>
>> That fixed it for us.
>>
>> It has however revealed a different issue.
>>
>> The date formatter RFC2616 (HTTP) seems to be doing something strange with
>> the timezone. From lib/RT/Date.pm:
>>
>> sub RFC2616 {
>>     my $self = shift;
>>     my %args = ( Date =>  1, Time =>  1,
>>                  @_,
>>                  Timezone =>  'utc',
>>                  Seconds =>  1, DayOfWeek =>  1,
>>                );
>>
>>     my $res = $self->RFC2822( @_ );
>>     $res =~ s/\s*[+-]\d\d\d\d$/ GMT/ if $args{'Time'};
>>     return $res;
>> }
>>
>> If RFC2822 returns an accurate timezone offset (+0100) this formatter seems
>> to just strip it and add the letters GMT afterwards. So what we are seeing
>> is that now timezone processing is correct using Europe/London we are seeing
>> BST times (GMT+1) with the letters GMT after them which is incorrect.
>>
>> Regards,
>>
>> Kim
>>
>> On 27/04/10 17:10, Ruslan Zakirov wrote:
>>>
>>> Hello Kim,
>>>
>>> On Tue, Apr 27, 2010 at 6:02 PM, Kim Covil<covilk at lmax.com>    wrote:
>>>>
>>>> Hi Ruslan,
>>>>
>>>> Thanks for the response and apologies for the delay in replying. You are
>>>> correct it does seem to be an issue with mod_perl and ENV being untied.
>>>
>>> That's it.
>>>
>>>> I found another reference to this issue here:
>>>>
>>>> http://aspn.activestate.com/ASPN/Mail/Message/perl-mod_perl/3594080
>>>>
>>>> What would be the suggested way of fixing this for our RT installation?
>>>> Should I try and write a module as suggested in the above link to
>>>> override
>>>> the localtime functionality?
>>>
>>> Recently we discovered another issue with mod_perl and starting to
>>> recommend "SetHandler modperl" instead of "SetHandler perl-script".
>>> Just change the latter to the following:
>>>
>>> PerlOptions +GlobalRequest
>>> SetHandler modperl
>>>
>>> This will fix issue with timezones on mod_perl 2.x and as well protect
>>> you from other bug. Note that this only works with forking MPM
>>> (usually it's default setup). For threaded MPMs I suggest to use
>>> FastCGI.
>>>
>>> I suggest all people on mod_perl 2 to try it, it's sligtly faster as well.
>>>
>>>> Regards,
>>>>
>>>> Kim
>>>
>>
>>
>> The information in this e-mail and any attachment is confidential and is
>> intended only for the named recipient(s). The e-mail may not be disclosed or
>> used by any person other than the addressee, nor may it be copied in any
>> way. If you are not a named recipient please notify the sender immediately
>> and delete any copies of this message. Any unauthorized copying, disclosure
>> or distribution of the material in this e-mail is strictly forbidden. Any
>> view or opinions presented are solely those of the author and do not
>> necessarily represent those of the company.
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>
>


The information in this e-mail and any attachment is confidential and is intended only for the named recipient(s). The e-mail may not be disclosed or used by any person other than the addressee, nor may it be copied in any way. If you are not a named recipient please notify the sender immediately and delete any copies of this message. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden. Any view or opinions presented are solely those of the author and do not necessarily represent those of the company.


From JoopvandeWege at mococo.nl  Wed Apr 28 04:34:28 2010
From: JoopvandeWege at mococo.nl (Joop)
Date: Wed, 28 Apr 2010 10:34:28 +0200
Subject: [rt-users] Can't locate object method "_Accessible"
In-Reply-To: <4BD77FD0.1070302@us.thalesgroup.com>
References: <4BCE1713.3030104@us.thalesgroup.com>	<4BD08064.9010901@us.thalesgroup.com>
	<4BD0B7E8.2020804@ics.muni.cz>
	<4BD77FD0.1070302@us.thalesgroup.com>
Message-ID: <4BD7F314.6020702@mococo.nl>

CLOSE Dave (DAE) wrote:
> Thank you to Martin Drasar, Jerrad Pierce, and Ian Pellew for their 
> replies to my query. However, the problem remains unresolved and hasn't 
> really been addressed here. Note that RT was working on exactly the same 
> port with exactly the same Apache configuration.
>   
Yes, but you changed the installation directory.

> I had an opportunity to abort a corporate push for SharePoint, but 
> without the ability to get RT working again, I am doomed to fail.
>   
Could you start the installation all over and first remove any trace of 
RT except the database?
Further could you post your configure options?

I have a feeling that there is a mix up of two installations. Scan /etc 
for anything related to RT and also /usr/share/rt
Seems that you previously installed using an rpm so you could check that 
rpm for where all those files ended up and see if anything is left after 
de-install.

Regards,

Joop





From r.williams at lancs.ac.uk  Wed Apr 28 05:10:06 2010
From: r.williams at lancs.ac.uk (Robin Williams)
Date: Wed, 28 Apr 2010 10:10:06 +0100
Subject: [rt-users] Merge tickets, transaction notification and REST
In-Reply-To: <g2ge9f825501004271629ma5068aa3w216019ddf8bc20ef@mail.gmail.com>
References: <20100420203900.4758354a@ws.in.tiger-computing.com>	<20100427225331.2844243d@ws.in.tiger-computing.com>	<u2ke9f825501004271628n49c544ebx8a79279bb6d8feab@mail.gmail.com>
	<g2ge9f825501004271629ma5068aa3w216019ddf8bc20ef@mail.gmail.com>
Message-ID: <4BD7FB6E.4090008@lancs.ac.uk>

Hi Kenneth,

When you say the links table has that info - are you saying that a 
direct DB call is necessary, or can the links table info be got at via 
REST?  When I tried I couldn't determine the necessary REST syntax.  
Sorry to thread hijack, but I'm trying to achieve something similar to 
Keith!

Thanks,
Robin.


Kenneth Crocker wrote:
> Kieth,
>
> The LINKS Table will have that info. Type is "MergedInto".
>
> Kenn
> LBNL
>
> On Tue, Apr 27, 2010 at 4:28 PM, Kenneth Crocker <kfcrocker at lbl.gov 
> <mailto:kfcrocker at lbl.gov>> wrote:
>
>     Kieth,
>
>     The LINKS Table will have that info. Type is "MergedInto".
>
>     Kenn
>     LBNL
>
>
>     On Tue, Apr 27, 2010 at 2:53 PM, Keith Edmunds
>     <kae at midnighthax.com <mailto:kae at midnighthax.com>> wrote:
>
>         Is it not possible to detect which ticket is being merged?
>
>         > We have a scrip that runs "On Transaction" and calls an
>         external script,
>         > passing the ticket id. We want to take actions in the
>         external script
>         > when a ticket is merged. If we merge, say, ticket 100 into
>         ticket 200,
>         > the ticket id passed to our external script is 200. How can
>         we find out,
>         > via the REST interface, the ticket id that was merged (100
>         in this
>         > example)?
>         >
>         > Frustratingly, going the other way is easy - if we retrieve
>         ticket
>         > information for 100 via the REST interface, ticket 200 is
>         retrieved.
>         >
>         > If it helps, here's our scrip (we are not Perl wizards,
>         which may be
>         > stating the obvious when you see the code below: all
>         criticism gratefully
>         > received):
>         >
>         > my $tx = $self->TransactionObj;
>         > my $ticket = $self->TicketObj;
>         > my $id = $ticket->id;
>         > my $type = $tx->Type;
>         > my $field = $tx->Field;
>         > my $old = $tx->OldValue;
>         > my $new = $tx->NewValue;
>         >
>         > system("wget
>         >
>         'http://localhost/xyz/transaction?rt=$id".'&type='."$type".'&field='."$field".'&old='."$old".'&new='."$new'")
>         >
>         > Thanks
>


From jose.fernandez at naxos-fr.net  Wed Apr 28 05:54:55 2010
From: jose.fernandez at naxos-fr.net (=?ISO-8859-1?Q?jos=E9?= fernandez)
Date: Wed, 28 Apr 2010 11:54:55 +0200
Subject: [rt-users] No mail in the creation of a ticket
Message-ID: <1272448495.5657.4.camel@Dream.naxos-fr.net>

Hello

when a ticket is created via an email in RT, an email is sent
automatically, but if the user creates a ticket from the interface of RT
were not receiving email automatically and therefore we do not know that
a ticket has been created and I do not understand why.

Ideas?
Thank you
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From marouane.himdi at kereval.com  Wed Apr 28 05:59:46 2010
From: marouane.himdi at kereval.com (Marouane)
Date: Wed, 28 Apr 2010 11:59:46 +0200
Subject: [rt-users] No mail in the creation of a ticket
In-Reply-To: <1272448495.5657.4.camel@Dream.naxos-fr.net>
References: <1272448495.5657.4.camel@Dream.naxos-fr.net>
Message-ID: <4BD80712.5040109@kereval.com>

============ RT_SiteConfig.pm =============
...

# By default, RT doesn't notify the person who performs an update, as they
# already know what they've done. If you'd like to change this behaviour,
# Set $NotifyActor to 1

Set($NotifyActor, 0);

==================================================

Best regards


Le 28/04/2010 11:54, jos? fernandez a ?crit :
> Hello
>
> when a ticket is created via an email in RT, an email is sent 
> automatically, but if the user creates a ticket from the interface of 
> RT were not receiving email automatically and therefore we do not know 
> that a ticket has been created and I do not understand why.
>
> Ideas?
> Thank you
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com


-- 

*Marouane HIMDI*
* Ing?nieur R&D*

* *

embedded folder icon

KEREVAL

4, rue H?l?ne Boucher

Z.A. Bellevue

35235 Thorign? Fouillard

Tel : +33 (0)2 23 20 36 64
* http://www.kereval.com <http://www.kereval.com/>*

*/P/**/ /** Pensez ? l'environnement : n'imprimez ce message et ses 
pi?ces jointes que si n?cessaire !*

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From jose.fernandez at naxos-fr.net  Wed Apr 28 06:24:15 2010
From: jose.fernandez at naxos-fr.net (=?ISO-8859-1?Q?jos=E9?= fernandez)
Date: Wed, 28 Apr 2010 12:24:15 +0200
Subject: [rt-users] [Fwd: Re:  No mail in the creation of a ticket]
Message-ID: <1272450255.5657.6.camel@Dream.naxos-fr.net>

Thank you for your help. In doing what I want is simply to be notified
when a user create a ticket from the interface RT


============ RT_SiteConfig.pm =============
...

# By default, RT doesn't notify the person who performs an update, as
they
# already know what they've done. If you'd like to change this
behaviour,
# Set $NotifyActor to 1

Set($NotifyActor, 0);

==================================================

Best regards


Le 28/04/2010 11:54, jos? fernandez a ?crit : 

> Hello
> 
> when a ticket is created via an email in RT, an email is sent
> automatically, but if the user creates a ticket from the interface of
> RT were not receiving email automatically and therefore we do not know
> that a ticket has been created and I do not understand why.
> 
> Ideas?
> Thank you 
> 
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



-- 
Marouane HIMDI 
Ing?nieur R&D

 

embedded folder icon

KEREVAL

4, rue H?l?ne Boucher

Z.A. Bellevue

35235 Thorign? Fouillard

Tel : +33 (0)2 23 20 36 64 
http://www.kereval.com 

PPensez ? l'environnement : n'imprimez ce message et ses pi?ces jointes
que si n?cessaire !


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From Richard at widexs.nl  Wed Apr 28 07:57:42 2010
From: Richard at widexs.nl (Richard Pijnenburg)
Date: Wed, 28 Apr 2010 13:57:42 +0200
Subject: [rt-users] Creating own custom field
Message-ID: <87458E9581E41E4F8FFD60620074085604CFA563@mail01.widexs.local>

Dear list,

 

Currently I'm building my own custom field with external data.

I've created a simple test and that works perfectly.

 

This custom field is connected to tickets.

Now I would like to know if an user that currently is watching that
ticket is a privileged user or not.

This because the user can be a RT system user ( a support employ ) or a
customer watching the ticket via the SelfService page.

In case it's a privileged user I want to get the user details from the
first requestor.

If it's not a privileged user I want to use the current user details.

 

Does anyone know how I can put in the source code?

 

Thanks in advance.

 

Met vriendelijke groet / With kind regards,

Richard Pijnenburg 

 

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From aharrison at gmail.com  Wed Apr 28 09:26:41 2010
From: aharrison at gmail.com (Andy Harrison)
Date: Wed, 28 Apr 2010 09:26:41 -0400
Subject: [rt-users] Help adding links to things
In-Reply-To: <m2j6b011ab81004271148i69c6be52j46ebad81b2e178ef@mail.gmail.com>
References: <m2j6b011ab81004271148i69c6be52j46ebad81b2e178ef@mail.gmail.com>
Message-ID: <i2la22ff2941004280626kb38855bbhc3f7684529faff42@mail.gmail.com>

On Tue, Apr 27, 2010 at 2:48 PM, Max McGrath <mmcgrath at carthage.edu> wrote:
>
> Hi all -
> Running RT 3.8.7 on Ubuntu 9.10.
> I guess I'm kind of looking for recommendations and/or a how-to.
> What would be my best option to add links to things (things being our wireless management site, blackboard admin, res hall registration admin web pages, etc...) on the main page of a?privileged?users login?
> Should I just straight up add it with HTML on a certain page (which page would that be?) or would making a Dashboard of some kind be a good option?



Here's one way that's pretty simple.  Create the file
$RTHOME/local/html/Elements/Links

-----------------------
<&|/Widgets/TitleBox,
    title => loc("Links") &>

<b>Linkage</b>
<!-- insert some html links here -->

</&>

<%init>
</%init>
-----------------------


Then edit your $RTHOME/etc/RT_SiteConfig.pm file and add the line:

Set( $HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues
MySupportQueues MyReminders RefreshHomepage Dashboards Links)]);

Then you can go into Configuration, Global, RT-at-a-glance and you'll
see the item "Links" which you can now add to the homepage for
everyone.

--
Andy Harrison
public key: 0x67518262


From aharrison at gmail.com  Wed Apr 28 10:32:09 2010
From: aharrison at gmail.com (Andy Harrison)
Date: Wed, 28 Apr 2010 10:32:09 -0400
Subject: [rt-users] Creating own custom field
In-Reply-To: <87458E9581E41E4F8FFD60620074085604CFA563@mail01.widexs.local>
References: <87458E9581E41E4F8FFD60620074085604CFA563@mail01.widexs.local>
Message-ID: <q2la22ff2941004280732ged5a4314gfc6f85e3095009af@mail.gmail.com>

On Wed, Apr 28, 2010 at 7:57 AM, Richard Pijnenburg <Richard at widexs.nl> wrote:
> Dear list,
>
>
>
> Currently I?m building my own custom field with external data.
>
> I?ve created a simple test and that works perfectly.
>
>
>
> This custom field is connected to tickets.
>
> Now I would like to know if an user that currently is watching that ticket
> is a privileged user or not.
>
> This because the user can be a RT system user ( a support employ ) or a
> customer watching the ticket via the SelfService page.
>
> In case it?s a privileged user I want to get the user details from the first
> requestor.
>
> If it?s not a privileged user I want to use the current user details.
>
>
>
> Does anyone know how I can put in the source code?
>


Can you provide more detail?

It sounds like it would be simpler to just create two different custom
fields.  Then set the permissions so that Privileged users can see one
but not the other and vice versa for Unprivileged.

-- 
Andy Harrison
public key: 0x67518262


From curtisb at vianet.ca  Wed Apr 28 10:48:48 2010
From: curtisb at vianet.ca (Curtis Bruneau)
Date: Wed, 28 Apr 2010 10:48:48 -0400
Subject: [rt-users] [Fwd: Re:  No mail in the creation of a ticket]
In-Reply-To: <1272450255.5657.6.camel@Dream.naxos-fr.net>
References: <1272450255.5657.6.camel@Dream.naxos-fr.net>
Message-ID: <4BD84AD0.1050507@vianet.ca>

You need to either set up a global scrip or single scrip to On Create 
Notify (type of user) with template (transaction or blank .. which 
ever). It can be watchers, requester, owner etc.

jos? fernandez wrote:
> Thank you for your help. In doing what I want is simply to be notified 
> when a user create a ticket from the interface RT
>
>
> ============ RT_SiteConfig.pm =============
> ...
>
> # By default, RT doesn't notify the person who performs an update, as they
> # already know what they've done. If you'd like to change this behaviour,
> # Set $NotifyActor to 1
>
> Set($NotifyActor, 0);
>
> ==================================================
>
> Best regards
>
>
> Le 28/04/2010 11:54, jos? fernandez a ?crit :
>> Hello
>>
>> when a ticket is created via an email in RT, an email is sent 
>> automatically, but if the user creates a ticket from the interface of 
>> RT were not receiving email automatically and therefore we do not 
>> know that a ticket has been created and I do not understand why.
>>
>> Ideas?
>> Thank you
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>     
>
>
> -- *Marouane HIMDI*
> *Ing?nieur R&D*
>
> * *
>
> embedded folder icon
>
> KEREVAL
>
> 4, rue H?l?ne Boucher
>
> Z.A. Bellevue
>
> 35235 Thorign? Fouillard
>
> Tel : +33 (0)2 23 20 36 64
> *http://www.kereval.com <http://www.kereval.com/>*
>
> */P/**Pensez ? l'environnement : n'imprimez ce message et ses pi?ces 
> jointes que si n?cessaire !*
>
>
> ------------------------------------------------------------------------
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From ipellew at yahoo.com  Wed Apr 28 10:57:46 2010
From: ipellew at yahoo.com (Ian Pellew)
Date: Wed, 28 Apr 2010 07:57:46 -0700 (PDT)
Subject: [rt-users] New to Asset trkr, fails in conf optn
Message-ID: <621280.11502.qm@web38905.mail.mud.yahoo.com>

I have manually install Asset_Tracker 123 into FreeBSD_8 and RT_387 as the configure/make does not work.
Assets is now loaded and runs to the extent that I can go to the Assets page(s).
It fails with an incorrect URL from the Coniguration menu using user root.
All the "RT Administration" options work correctly from the browser URL "http://f8/Admin" accept the new Assets.
Problem is that the URL in the browser status line is 
http://f8:8001/Admin/AssetTracker/Admin/Types/index.html.
This does not exist, whereas http://f8:8001/AssetTracker/Admin/Types/index.html does.

What have I missed, as this does not make sense to me looking at the source to generate the Assets and RTFM menu options.

Ian



      


From mmcgrath at carthage.edu  Wed Apr 28 11:20:36 2010
From: mmcgrath at carthage.edu (Max McGrath)
Date: Wed, 28 Apr 2010 10:20:36 -0500
Subject: [rt-users] Help adding links to things
In-Reply-To: <i2la22ff2941004280626kb38855bbhc3f7684529faff42@mail.gmail.com>
References: <m2j6b011ab81004271148i69c6be52j46ebad81b2e178ef@mail.gmail.com> 
	<i2la22ff2941004280626kb38855bbhc3f7684529faff42@mail.gmail.com>
Message-ID: <n2x6b011ab81004280820j480030ablaed958fd16ad1158@mail.gmail.com>

Hi Andy -

Thanks for the reply.

I made the Links file, edited the RT_SiteConfig.pm file and restarted
apache.

When I get to the RT-at-a-glance under global config, I can see links in
there now.  But I add it to both RT at a glance:body AND RT at a
glance:summary, but I see nothing on my homepage.

Where you say <!-- insert some html links here --> I just added one normal
link for the time being:

<a href="http://server.domain.com" target=_blank>Server Link</a>

That's what you meant, right?

What am I missing here?

Also, can anyone explain the difference between the at a glance:body and at
a glance:summary?

Thanks!

Max
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath at carthage.edu


On Wed, Apr 28, 2010 at 8:26 AM, Andy Harrison <aharrison at gmail.com> wrote:

> On Tue, Apr 27, 2010 at 2:48 PM, Max McGrath <mmcgrath at carthage.edu>
> wrote:
> >
> > Hi all -
> > Running RT 3.8.7 on Ubuntu 9.10.
> > I guess I'm kind of looking for recommendations and/or a how-to.
> > What would be my best option to add links to things (things being our
> wireless management site, blackboard admin, res hall registration admin web
> pages, etc...) on the main page of a privileged users login?
> > Should I just straight up add it with HTML on a certain page (which page
> would that be?) or would making a Dashboard of some kind be a good option?
>
>
>
> Here's one way that's pretty simple.  Create the file
> $RTHOME/local/html/Elements/Links
>
> -----------------------
> <&|/Widgets/TitleBox,
>    title => loc("Links") &>
>
> <b>Linkage</b>
> <!-- insert some html links here -->
>
> </&>
>
> <%init>
> </%init>
> -----------------------
>
>
> Then edit your $RTHOME/etc/RT_SiteConfig.pm file and add the line:
>
> Set( $HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues
> MySupportQueues MyReminders RefreshHomepage Dashboards Links)]);
>
> Then you can go into Configuration, Global, RT-at-a-glance and you'll
> see the item "Links" which you can now add to the homepage for
> everyone.
>
> --
> Andy Harrison
> public key: 0x67518262
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From torsten.brumm at googlemail.com  Wed Apr 28 11:21:00 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Wed, 28 Apr 2010 17:21:00 +0200
Subject: [rt-users] New to Asset trkr, fails in conf optn
In-Reply-To: <621280.11502.qm@web38905.mail.mud.yahoo.com>
References: <621280.11502.qm@web38905.mail.mud.yahoo.com>
Message-ID: <z2mbdbd084b1004280821z8bd5de8bve8f56efb1f3260c5@mail.gmail.com>

OK, you have installed 1.2.3 under 3.8.x Why not the 1.2.4b1/2 ?? This one
is easier to install and works already well under 3.8

2010/4/28 Ian Pellew <ipellew at yahoo.com>

> I have manually install Asset_Tracker 123 into FreeBSD_8 and RT_387 as the
> configure/make does not work.
> Assets is now loaded and runs to the extent that I can go to the Assets
> page(s).
> It fails with an incorrect URL from the Coniguration menu using user root.
> All the "RT Administration" options work correctly from the browser URL "
> http://f8/Admin" accept the new Assets.
> Problem is that the URL in the browser status line is
> http://f8:8001/Admin/AssetTracker/Admin/Types/index.html.
> This does not exist, whereas
> http://f8:8001/AssetTracker/Admin/Types/index.html does.
>
> What have I missed, as this does not make sense to me looking at the source
> to generate the Assets and RTFM menu options.
>
> Ian
>
>
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de
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From aharrison at gmail.com  Wed Apr 28 11:40:51 2010
From: aharrison at gmail.com (Andy Harrison)
Date: Wed, 28 Apr 2010 11:40:51 -0400
Subject: [rt-users] Help adding links to things
In-Reply-To: <n2x6b011ab81004280820j480030ablaed958fd16ad1158@mail.gmail.com>
References: <m2j6b011ab81004271148i69c6be52j46ebad81b2e178ef@mail.gmail.com>
	<i2la22ff2941004280626kb38855bbhc3f7684529faff42@mail.gmail.com>
	<n2x6b011ab81004280820j480030ablaed958fd16ad1158@mail.gmail.com>
Message-ID: <s2ua22ff2941004280840k37491557tf1c56e7023ade0a3@mail.gmail.com>

On Wed, Apr 28, 2010 at 11:20 AM, Max McGrath <mmcgrath at carthage.edu> wrote:
> Hi Andy -
> Thanks for the reply.
> I made the Links file, edited the RT_SiteConfig.pm file and restarted
> apache.
> When I get to the RT-at-a-glance under global config, I can see links in
> there now. ?But I add it to both RT at a glance:body AND RT at a
> glance:summary, but I see nothing on my homepage.
> Where you say?<!-- insert some html links here --> I just added one normal
> link for the time being:
> <a href="http://server.domain.com" target=_blank>Server Link</a>
> That's what you meant, right?
> What am I missing here?
> Also, can anyone explain the difference between the at a glance:body and at
> a glance:summary?
> Thanks!
> Max

Yes, that's what I meant.

You probably just need to clear your mason cache, restart apache, logout/login.

rm -rf $RTHOME/var/mason_data/*

The body area is the large area in the middle of the page, the summary
area is the medium sized sidebar on the right.

-- 
Andy Harrison
public key: 0x67518262


From mmcgrath at carthage.edu  Wed Apr 28 12:20:13 2010
From: mmcgrath at carthage.edu (Max McGrath)
Date: Wed, 28 Apr 2010 11:20:13 -0500
Subject: [rt-users] Help adding links to things
In-Reply-To: <s2ua22ff2941004280840k37491557tf1c56e7023ade0a3@mail.gmail.com>
References: <m2j6b011ab81004271148i69c6be52j46ebad81b2e178ef@mail.gmail.com> 
	<i2la22ff2941004280626kb38855bbhc3f7684529faff42@mail.gmail.com> 
	<n2x6b011ab81004280820j480030ablaed958fd16ad1158@mail.gmail.com> 
	<s2ua22ff2941004280840k37491557tf1c56e7023ade0a3@mail.gmail.com>
Message-ID: <i2j6b011ab81004280920m1eaf619fg77ba5406be23965e@mail.gmail.com>

Okay!  I think it's working!  That is a perfect solution to what I needed!
 Thanks!

However, I think doing this broke something else.  When I try adding
QuickSearch to RT at a glance, I get the following error where it should
appear.

could not find component for path 'QuickSearch'

I've checked my RT_SiteConfig.pm and this is where is in there:

Set($HomepageComponents, [qw(
        QuickCreate QuickSearch MyAdminQueues MySupportQueues MyReminders
RefreshHomepage Dashboards Links)]);

So, it's not misspelled or anything...  Everything else seems to be working
fine when I add it!

I'm lost...
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath at carthage.edu


On Wed, Apr 28, 2010 at 10:40 AM, Andy Harrison <aharrison at gmail.com> wrote:

> On Wed, Apr 28, 2010 at 11:20 AM, Max McGrath <mmcgrath at carthage.edu>
> wrote:
> > Hi Andy -
> > Thanks for the reply.
> > I made the Links file, edited the RT_SiteConfig.pm file and restarted
> > apache.
> > When I get to the RT-at-a-glance under global config, I can see links in
> > there now.  But I add it to both RT at a glance:body AND RT at a
> > glance:summary, but I see nothing on my homepage.
> > Where you say <!-- insert some html links here --> I just added one
> normal
> > link for the time being:
> > <a href="http://server.domain.com" target=_blank>Server Link</a>
> > That's what you meant, right?
> > What am I missing here?
> > Also, can anyone explain the difference between the at a glance:body and
> at
> > a glance:summary?
> > Thanks!
> > Max
>
> Yes, that's what I meant.
>
> You probably just need to clear your mason cache, restart apache,
> logout/login.
>
> rm -rf $RTHOME/var/mason_data/*
>
> The body area is the large area in the middle of the page, the summary
> area is the medium sized sidebar on the right.
>
> --
> Andy Harrison
> public key: 0x67518262
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From kfcrocker at lbl.gov  Wed Apr 28 13:05:49 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 28 Apr 2010 10:05:49 -0700
Subject: [rt-users] Merge tickets, transaction notification and REST
In-Reply-To: <4BD7FB6E.4090008@lancs.ac.uk>
References: <20100420203900.4758354a@ws.in.tiger-computing.com>
	<20100427225331.2844243d@ws.in.tiger-computing.com>
	<u2ke9f825501004271628n49c544ebx8a79279bb6d8feab@mail.gmail.com>
	<g2ge9f825501004271629ma5068aa3w216019ddf8bc20ef@mail.gmail.com>
	<4BD7FB6E.4090008@lancs.ac.uk>
Message-ID: <z2qe9f825501004281005rf3953c30v52e50b72d55c4c3c@mail.gmail.com>

Robin,

No, you can't get it with REST. That would be nice. They DO have LinkedTo,
but that is the opposite of what you want. They don't have a LinkedFrom or a
"TicketID" (RT uses the EffectiveID when do ing searches for Tickets), which
would be a nice feature. You will have to write a separate SQL to do this.

Kenn
LBNL

On Wed, Apr 28, 2010 at 2:10 AM, Robin Williams <r.williams at lancs.ac.uk>wrote:

> Hi Kenneth,
>
> When you say the links table has that info - are you saying that a direct
> DB call is necessary, or can the links table info be got at via REST?  When
> I tried I couldn't determine the necessary REST syntax.  Sorry to thread
> hijack, but I'm trying to achieve something similar to Keith!
>
> Thanks,
> Robin.
>
>
> Kenneth Crocker wrote:
>
>> Kieth,
>>
>> The LINKS Table will have that info. Type is "MergedInto".
>>
>> Kenn
>> LBNL
>>
>> On Tue, Apr 27, 2010 at 4:28 PM, Kenneth Crocker <kfcrocker at lbl.gov<mailto:
>> kfcrocker at lbl.gov>> wrote:
>>
>>    Kieth,
>>
>>    The LINKS Table will have that info. Type is "MergedInto".
>>
>>    Kenn
>>    LBNL
>>
>>
>>    On Tue, Apr 27, 2010 at 2:53 PM, Keith Edmunds
>>    <kae at midnighthax.com <mailto:kae at midnighthax.com>> wrote:
>>
>>        Is it not possible to detect which ticket is being merged?
>>
>>        > We have a scrip that runs "On Transaction" and calls an
>>        external script,
>>        > passing the ticket id. We want to take actions in the
>>        external script
>>        > when a ticket is merged. If we merge, say, ticket 100 into
>>        ticket 200,
>>        > the ticket id passed to our external script is 200. How can
>>        we find out,
>>        > via the REST interface, the ticket id that was merged (100
>>        in this
>>        > example)?
>>        >
>>        > Frustratingly, going the other way is easy - if we retrieve
>>        ticket
>>        > information for 100 via the REST interface, ticket 200 is
>>        retrieved.
>>        >
>>        > If it helps, here's our scrip (we are not Perl wizards,
>>        which may be
>>        > stating the obvious when you see the code below: all
>>        criticism gratefully
>>        > received):
>>        >
>>        > my $tx = $self->TransactionObj;
>>        > my $ticket = $self->TicketObj;
>>        > my $id = $ticket->id;
>>        > my $type = $tx->Type;
>>        > my $field = $tx->Field;
>>        > my $old = $tx->OldValue;
>>        > my $new = $tx->NewValue;
>>        >
>>        > system("wget
>>        >
>>        'http://localhost/xyz/transaction?rt=$id
>> ".'&type='."$type".'&field='."$field".'&old='."$old".'&new='."$new'")
>>        >
>>        > Thanks
>>
>>
> 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 jpierce at cambridgeenergyalliance.org  Wed Apr 28 14:59:36 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 28 Apr 2010 14:59:36 -0400
Subject: [rt-users] create Requester without an email
In-Reply-To: <4BD769DA.2030309@paulororke.net>
References: <4BD6FB94.6070202@paulororke.net> <4BD769DA.2030309@paulororke.net>
Message-ID: <q2kbe7163f1004281159nafa1a08ew6663d3afe77e3875@mail.gmail.com>

We just append an @example.tld to bogus users such as this.
You need to configure your MTA to route the resulting messages
properly though e.g; to /dev/null


From koen.vanimpe at belnet.be  Wed Apr 28 15:19:30 2010
From: koen.vanimpe at belnet.be (Koen Van Impe)
Date: Wed, 28 Apr 2010 21:19:30 +0200
Subject: [rt-users] Reporting returning 0s in RTIR
In-Reply-To: <4BBF166D.5030501@belnet.be>
References: <4BBF166D.5030501@belnet.be>
Message-ID: <4BD88A42.6000001@belnet.be>

Hi,

Well, I did some further investigations. We set the incident type in the
Incident, the Incident Report does not have a type.
Under the reporting in RT however it marks "Incident Reports / categories".
Would it be possible that the "0"s indicate that "somewhere" I have to
define that the type of the incident report should become the same as
the one for the incident? I got no clue where ...

Thanks for the feedback,

Koen

(a previous reply mentioned possible errors in the sql-queries, I
couldn't find any though)

On 09/04/10 13:58, Koen Van Impe wrote:
> Hello,
> 
> We run RT 3.8.7 with RTIR 2.4.3 on Ubuntu 9.04.
> 
> In the 'old' (v1) versions of RTIR there was a reporting tool (periodic
> report) that returned the number of incidents per category for a given
> period.
> The reporting tool still seems to exist in RTIR 2.4.3
> (RTIR\Tools\Reporting) but no matter what time frame we select, the
> number of "new reports, resolved or unresolved" remains 0. Also the
> different categories for the 'Incident reports received' remains 0. The
> only number that seems to change is "outstanding reports at the
> beginning of this period".
> 
> Does anyone has a clue where I should start looking why the reporting
> doesn't return the expected data?
> 
> Thanks for the help,
> 
> Koen
> 


-- 
Koen Van Impe - BELNET CERT
koen.vanimpe at belnet.be
PGP Key Id 0xED12AD79
Contact: https://cert.belnet.be/

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From Dave.Close at us.thalesgroup.com  Wed Apr 28 15:46:20 2010
From: Dave.Close at us.thalesgroup.com (CLOSE Dave (DAE))
Date: Wed, 28 Apr 2010 12:46:20 -0700
Subject: [rt-users] Can't locate object method "_Accessible"
In-Reply-To: <4BD7F314.6020702@mococo.nl>
References: <4BCE1713.3030104@us.thalesgroup.com>
	<4BD08064.9010901@us.thalesgroup.com> <4BD0B7E8.2020804@ics.muni.cz>
	<4BD77FD0.1070302@us.thalesgroup.com> <4BD7F314.6020702@mococo.nl>
Message-ID: <4BD8908C.7030703@us.thalesgroup.com>

Joop wrote:

> Seems that you previously installed using an rpm so you could check that
> rpm for where all those files ended up and see if anything is left after
> de-install.

You were right. I had forgotten that the previous RT was installed from 
an RPM as it had been nearly two years. Once I removed the RPM, the 
error message in the subject vanished. Of course, there were then some 
Perl modules that could not be found, but a few symbolic links cured 
that problem. Thanks for the suggestion.
-- 
	Dave Close



From mmcgrath at carthage.edu  Wed Apr 28 17:45:09 2010
From: mmcgrath at carthage.edu (Max McGrath)
Date: Wed, 28 Apr 2010 16:45:09 -0500
Subject: [rt-users] Help adding links to things
In-Reply-To: <s2ua22ff2941004280840k37491557tf1c56e7023ade0a3@mail.gmail.com>
References: <m2j6b011ab81004271148i69c6be52j46ebad81b2e178ef@mail.gmail.com> 
	<i2la22ff2941004280626kb38855bbhc3f7684529faff42@mail.gmail.com> 
	<n2x6b011ab81004280820j480030ablaed958fd16ad1158@mail.gmail.com> 
	<s2ua22ff2941004280840k37491557tf1c56e7023ade0a3@mail.gmail.com>
Message-ID: <u2j6b011ab81004281445s78ea0fcej1f9e3986e4c74db2@mail.gmail.com>

Hello again everyone -

I have now gone back and commented out the changes I made to
RT_SiteConfig.pm.  I've cleared my mason cache, restarted apache and have
logged out and back in.

The problem that I am now experiencing is that any changes I make globally
to my *RT at a glance*, is not taking effect.  I can add stuff globally and
I can see that my changes have been saved -- but back on the actual RT at a
glance page itself, the changes that I have made are not shown.

I can change my RT at a glance at a user level, and the changes take effect
immediately.  What might I have done to cause this?

Thanks!

Max
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath at carthage.edu


On Wed, Apr 28, 2010 at 10:40 AM, Andy Harrison <aharrison at gmail.com> wrote:

> On Wed, Apr 28, 2010 at 11:20 AM, Max McGrath <mmcgrath at carthage.edu>
> wrote:
> > Hi Andy -
> > Thanks for the reply.
> > I made the Links file, edited the RT_SiteConfig.pm file and restarted
> > apache.
> > When I get to the RT-at-a-glance under global config, I can see links in
> > there now.  But I add it to both RT at a glance:body AND RT at a
> > glance:summary, but I see nothing on my homepage.
> > Where you say <!-- insert some html links here --> I just added one
> normal
> > link for the time being:
> > <a href="http://server.domain.com" target=_blank>Server Link</a>
> > That's what you meant, right?
> > What am I missing here?
> > Also, can anyone explain the difference between the at a glance:body and
> at
> > a glance:summary?
> > Thanks!
> > Max
>
> Yes, that's what I meant.
>
> You probably just need to clear your mason cache, restart apache,
> logout/login.
>
> rm -rf $RTHOME/var/mason_data/*
>
> The body area is the large area in the middle of the page, the summary
> area is the medium sized sidebar on the right.
>
> --
> Andy Harrison
> public key: 0x67518262
>
> 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 Hossein.Rafighi at triumf.ca  Wed Apr 28 17:34:50 2010
From: Hossein.Rafighi at triumf.ca (Hossein Rafighi)
Date: Wed, 28 Apr 2010 14:34:50 -0700
Subject: [rt-users] RT and Nagios
Message-ID: <4BD8A9FA.5060405@triumf.ca>

Hi,

We have modified rt-crontool to create Nagios alerts. This woks with 
nrpe and unlike SendNgiosAlert doesn't require any additional modules 
installation. If you have running Nagios server it can easily pull 
relevant stuff from RT. Nagios will send a warning email if:
Tickets are new for more than 24hours
Tickets are open for more than 5days

It will generate a critical email if:
Tickets are new for more than 48hours
Tickets are open for more than 7days.

If the status of a ticket is stalled, then our script will ignore it. It 
is our policy to change the ticket status to stalled if a ticket is 
required to remain open for more than one week. Since we are a 24x7x360 
lab, we decided to include weekends and holidays in the script. If 
you're interested let me know and I can send/post scripts and required 
steps. Again, this script is modified version of rt-crontool.

Sample email:

***** Nagios 2.8 *****
Notification Type: PROBLEM
Service: Q-CCN
Host: helpdesk
Address: 172.127.2.12
State: WARNING
Date/Time: Tue Apr 27 14:55:37 PDT 2010
Additional Info:
0 new tickets: 0  24h, 0  48h: 1 open: 1  120h, 0  168h


Cheers,
Hossein Rafighi

-- 
  _____  _____   _____  _   _  _   _  ____ Hossein Rafighi
 |_   _||  _  \ |_   _|| | | || \_/ ||  __|TRIUMF, 4004 Wesbrook Mall
   | |  | |_|  )  | |  | | | ||     || |__ Vancouver BC, Canada, V6T 2A3
   | |  |  _  /   | |  | \_/ || \_/ ||  __|Voice: (604) 222-1047
   | |  | | \ \  _| |_ |     || | | || |   Fax:   (604) 222-1074
   |_|  |_|  \_\|_____| \___/ |_| |_||_|   Website: http://www.triumf.ca



From change+lists.rt at nightwind.net  Wed Apr 28 18:25:15 2010
From: change+lists.rt at nightwind.net (Nick Kartsioukas)
Date: Wed, 28 Apr 2010 15:25:15 -0700
Subject: [rt-users] Create child or dependency ticket in a different
	queue?
In-Reply-To: <4BD6A87C.9080204@netcologne.de>
References: <1272315860.30478.1372025285@webmail.messagingengine.com>
	<y2kbdbd084b1004270132y60baaff0v65e66d6e68091530@mail.gmail.com>
	<4BD6A87C.9080204@netcologne.de>
Message-ID: <1272493515.12975.1372442089@webmail.messagingengine.com>

On Tue, 27 Apr 2010 11:03:56 +0200, "Christian Loos"
<cloos at netcologne.de> said:
> Maybe checkout also this extension:
> http://github.com/bestpractical/rt-extension-spawnlinkedticketinqueue

This does exactly what we're looking for thanks!


From raanders at cyber-office.net  Wed Apr 28 18:45:42 2010
From: raanders at cyber-office.net (Roderick A. Anderson)
Date: Wed, 28 Apr 2010 15:45:42 -0700
Subject: [rt-users] RT and Nagios
In-Reply-To: <4BD8A9FA.5060405@triumf.ca>
References: <4BD8A9FA.5060405@triumf.ca>
Message-ID: <4BD8BA96.80202@cyber-office.net>

Hossein Rafighi wrote:
> Hi,
> 
> We have modified rt-crontool to create Nagios alerts. This woks with 
> nrpe and unlike SendNgiosAlert doesn't require any additional modules 
> installation. If you have running Nagios server it can easily pull 
> relevant stuff from RT. Nagios will send a warning email if:
> Tickets are new for more than 24hours
> Tickets are open for more than 5days
> 
> It will generate a critical email if:
> Tickets are new for more than 48hours
> Tickets are open for more than 7days.
> 
> If the status of a ticket is stalled, then our script will ignore it. It 
> is our policy to change the ticket status to stalled if a ticket is 
> required to remain open for more than one week. Since we are a 24x7x360 
> lab, we decided to include weekends and holidays in the script. If 
> you're interested let me know and I can send/post scripts and required 
> steps. Again, this script is modified version of rt-crontool.

I for one am interested.  Not that I have a need right now but it is 
always interesting to see how people solve these kinds of needs.


Rod
-- 



From justin.hayes at orbisuk.com  Thu Apr 29 03:24:22 2010
From: justin.hayes at orbisuk.com (Justin Hayes)
Date: Thu, 29 Apr 2010 08:24:22 +0100
Subject: [rt-users] Requestor email address search hangs apache process
Message-ID: <16EAFB51-E9C8-4D50-A9C1-334A4C7BB1D2@orbisuk.com>

RT3.8.4

If I use an unprivileged user (or a privileged user with no rights to see queues or tickets) to create a very simple search that looks like this:

Requestor.EmailAddress Like '<email address>' 

then the apache process handling the request maxes out CPU and hangs forever. If I create the same search with a privileged user that has rights to see queues etc it's fine and returns instantly.

This is a big problem as the SelfService interface screens work via requestor email address, so anyone accessing SelfService severely affects performance of my RT.

Anyone got any ideas????

Thanks,

Justin

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






From rfh at vialtus.com  Thu Apr 29 05:16:13 2010
From: rfh at vialtus.com (Raed El-Hames)
Date: Thu, 29 Apr 2010 10:16:13 +0100
Subject: [rt-users] RT and Nagios
In-Reply-To: <4BD8BA96.80202@cyber-office.net>
References: <4BD8A9FA.5060405@triumf.ca> <4BD8BA96.80202@cyber-office.net>
Message-ID: <4BD94E5D.1080803@vialtus.com>

I really do not understand why you would need nagios for this?
We have very much similar kpis which we monitor with a simple perl 
script utilising the RT api.
Our script run every hour , update the tickets with a warning comment  
if the warning threshold is reached (Admin Ccs receive an  email on 
comment),and again a critical type comment is submitted if the critical 
threshold reached.
We also have a custom field that gets updated on warnings/critical 
levels, tickets with these level are highlighted in different color  in 
the web interface , and on critical a manager maybe  cc'ed.
All from within RT , no need for external dependencies such as Nagios.

Regards;
Roy 


Roderick A. Anderson wrote:
> Hossein Rafighi wrote:
>   
>> Hi,
>>
>> We have modified rt-crontool to create Nagios alerts. This woks with 
>> nrpe and unlike SendNgiosAlert doesn't require any additional modules 
>> installation. If you have running Nagios server it can easily pull 
>> relevant stuff from RT. Nagios will send a warning email if:
>> Tickets are new for more than 24hours
>> Tickets are open for more than 5days
>>
>> It will generate a critical email if:
>> Tickets are new for more than 48hours
>> Tickets are open for more than 7days.
>>
>> If the status of a ticket is stalled, then our script will ignore it. It 
>> is our policy to change the ticket status to stalled if a ticket is 
>> required to remain open for more than one week. Since we are a 24x7x360 
>> lab, we decided to include weekends and holidays in the script. If 
>> you're interested let me know and I can send/post scripts and required 
>> steps. Again, this script is modified version of rt-crontool.
>>     
>
> I for one am interested.  Not that I have a need right now but it is 
> always interesting to see how people solve these kinds of needs.
>
>
> Rod
>   


From jblaine at kickflop.net  Thu Apr 29 07:43:45 2010
From: jblaine at kickflop.net (Jeff Blaine)
Date: Thu, 29 Apr 2010 07:43:45 -0400
Subject: [rt-users] RT and Nagios
In-Reply-To: <4BD94E5D.1080803@vialtus.com>
References: <4BD8A9FA.5060405@triumf.ca> <4BD8BA96.80202@cyber-office.net>
	<4BD94E5D.1080803@vialtus.com>
Message-ID: <4BD970F1.1080109@kickflop.net>

On 4/29/2010 5:16 AM, Raed El-Hames wrote:
> I really do not understand why you would need nagios for this?

I highly doubt they installed Nagios *just* for this.


From ktm at rice.edu  Thu Apr 29 08:39:07 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Thu, 29 Apr 2010 07:39:07 -0500
Subject: [rt-users] Requestor email address search hangs apache process
In-Reply-To: <16EAFB51-E9C8-4D50-A9C1-334A4C7BB1D2@orbisuk.com>
References: <16EAFB51-E9C8-4D50-A9C1-334A4C7BB1D2@orbisuk.com>
Message-ID: <20100429123907.GJ1610@aart.is.rice.edu>

On Thu, Apr 29, 2010 at 08:24:22AM +0100, Justin Hayes wrote:
> RT3.8.4
> 
> If I use an unprivileged user (or a privileged user with no rights to see queues or tickets) to create a very simple search that looks like this:
> 
> Requestor.EmailAddress Like '<email address>' 
> 
> then the apache process handling the request maxes out CPU and hangs forever. If I create the same search with a privileged user that has rights to see queues etc it's fine and returns instantly.
> 
> This is a big problem as the SelfService interface screens work via requestor email address, so anyone accessing SelfService severely affects performance of my RT.
> 
> Anyone got any ideas????
> 
> Thanks,
> 
> Justin
> 
> -------------------------------------------------
> Justin Hayes
> Orbis Support Manager
> justin.hayes at orbisuk.com
> 
Hi Justin,

Perhaps you are missing an index. What query is hitting the database
for the slow search? What DB backend are you using?

Cheers,
Ken


From hiro24 at gmail.com  Thu Apr 29 09:04:30 2010
From: hiro24 at gmail.com (Chris Hall)
Date: Thu, 29 Apr 2010 09:04:30 -0400
Subject: [rt-users] Question about using an external SMTP server
In-Reply-To: <4BD74709.40406@vianet.ca>
References: <i2rf6319bb11004271154j6f6e89b5o9bea8d057f2e65ef@mail.gmail.com>
	<4BD73CE6.6030104@vianet.ca>
	<k2jf6319bb11004271246l4641f253qa672ae1dccab967f@mail.gmail.com>
	<4BD74059.4020107@vianet.ca>
	<z2pf6319bb11004271259r67d202d5qd02b993bc90010a1@mail.gmail.com>
	<4BD74709.40406@vianet.ca>
Message-ID: <o2rf6319bb11004290604w80ec5181ye171a17bb7cec77b@mail.gmail.com>

ok, turns out I am getting bounced messages... snippet below:

Delivery to the following recipient has been delayed:

    rt at rt.#############.com <rt at rt.imctv.com>

Message will be retried for 2 more day(s)

Technical details of temporary failure:
The recipient server did not accept our requests to connect.

(note, replacing my domain w/ #'s in this email only... :)  )

Postfix seems to be running on the server...

rt:/etc/init.d# ./postfix status
postfix is running.

On the server itself I verified things seem to be working...

echo 'hello' | mail -s "Test subject" rt


which created a ticket in general.  I got a CC on it, but replying
sends it again into the ether.. thinking perhaps it's a port blockage
perhaps on the rt server?



On Tue, Apr 27, 2010 at 4:20 PM, Curtis Bruneau <curtisb at vianet.ca> wrote:

> Ideally it would be on the RT server itself. The SMTP relaying and MTA are
> technically separate. You can do just local deliveries on the RT server
> which accepts port 25 smtp traffic but think of it as the final relay
> destination. You would also have to set up the MTA to recognize the hostname
> as accepted so it doesn't try to relay it back out to relayhost. I think
> regardless of your $SMTPServer setting if you had RT server accepting mail
> you may want to set up relayhost for bounces and such.
>
> For postfix in /etc/postfix/main.cf you should see the following. The my
> networks is to ensure that only localhost can relay through it. This should
> for the most part be default already assuming the server was set up with the
> RT hostname.
>
> myhostname = rt.domain.com
> alias_maps = hash:/etc/aliases
> mydestination = rt.domain.com, localhost
> mynetworks = 127.0.0.0/8
>
> One thing to note; this is the default domain setup. If you hosted multiple
> email domains you'd have to look into the virtual domain settings. This is
> mostly likely the case on your SMTP as well so simply doing /etc/aliases may
> not be good enough unless your default domain is the same as the RT server.
>
> As for setting it up on your 'real' SMTP, you may be able to copy the perl
> script but you will most likely still require some of the perl modules from
> the 'make testdeps'. Then again I've never tried to do it before so I'm not
> really sure what dependencies it has.
>
> Chris Hall wrote:
>
>> well.. none yet.  I think I see where I've mis-stepped.  the modifications
>> to /etc/aliases needs to be ON the SMTP server, not the RT server, is that
>> correct?  and if so, that means I need to install the rt-mailgate on the
>> SMTP server?  If that's true, could I just copy my rt-mailgate from my bin
>> dir on the rt server to the SMTP server, or do I really have to go through
>> the entirety of the installation?  ...lotsa questions there, sry.
>>
>> On Tue, Apr 27, 2010 at 3:51 PM, Curtis Bruneau <curtisb at vianet.ca<mailto:
>> curtisb at vianet.ca>> wrote:
>>
>>    Assuming the SMTPFrom setting isn't overriding the reply addresses
>>    specified in the queue config queue@ queue-comment@ etc. You may
>>    need to rebuild the alias hash with the newaliases command. Are
>>    you getting any bounces from your smtp?
>>
>>    Chris Hall wrote:
>>
>>        ahh, nevermind, I got it...
>>
>>        Set($SMTPServer, '##########');
>>        Set($SMTPFrom , 'rt at rt.#########.com');
>>
>>        but now, my question has evolved slightly.. email seems to be
>>        successfully sent out, but I get the email saying "reply to
>>        this address if you have questions, etc..." I reply to it, and
>>        nothing seems to happen.
>>
>>        I've added the following lines to /etc/aliases
>>
>>        rt: "|/opt/rt3/bin/rt-mailgate --queue 'General' --action
>>        correspond --url http://rt.###########.com"
>>        rt-comment: "|/opt/rt3/bin/rt-mailgate --queue 'General'
>>        --action comment --url http://rt.##########.com"
>>
>>        (obviously w/o the # signs...) but nothing seems to happen
>>        when I reply to the email... any ideas as to why?
>>
>>
>>        On Tue, Apr 27, 2010 at 3:37 PM, Curtis Bruneau
>>        <curtisb at vianet.ca <mailto:curtisb at vianet.ca>
>>        <mailto:curtisb at vianet.ca <mailto:curtisb at vianet.ca>>> wrote:
>>
>>           You should be able to set up postfix using the parameter
>>           'relayhost' for relaying, you can specify a different port if
>>           needed. This would allow you to still use the sendmail
>>        commands to
>>           send. This is assuming you can still receive on port 25 for MX
>>           deliveries. Otherwise you may have no choice but to set it
>>        up on
>>           your real smtp server.
>>
>>           Chris Hall wrote:
>>
>>               We're tightly controlling port 25 on our site here, so
>>        using
>>               the local method for sending email is a no go.  I read
>>               something about installing mailgate on the smtp server
>>        here,
>>               but that has some people... nervous....  My boss seems to
>>               think it should be a matter of switching a line or two
>>        to set
>>               a smarthost to our smtp server to make it work.  So my
>>               question is, without dropping additional software or
>>        whatnot
>>               on the smtp server... how can I use an external server for
>>               sending mail?  What's the preferred and correct
>>        configuration
>>               needed?
>>
>>
>>
>>  ------------------------------------------------------------------------
>>
>>
>>
>>
>>               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 lobo+rt at mental.com  Thu Apr 29 09:58:22 2010
From: lobo+rt at mental.com (lobo+rt at mental.com)
Date: Thu, 29 Apr 2010 15:58:22 +0200
Subject: [rt-users] How to detect a custom field change in a scrip
Message-ID: <8172.1272549502@mental.com>

Hiya, we use custom fields and they work well so far.

Now I'd like to do something in a scrip if the content of
one of my custom fields changes, say, from "foo" to "bar".
I know how to check if the field is "bar", but I don't know
how to find out if it always has been "bar" before, or if
the user just changed it from "foo".

Is there a way to run a scrip on the condition "value of a
certain custom field changed", or should I rather let the
scrip run "On Transaction" and check the current field value
against its previous value?  How to do it?

    Ciao, Lobo



From justin.hayes at orbisuk.com  Thu Apr 29 11:53:57 2010
From: justin.hayes at orbisuk.com (Justin Hayes)
Date: Thu, 29 Apr 2010 16:53:57 +0100
Subject: [rt-users] Requestor email address search hangs apache process
In-Reply-To: <20100429123907.GJ1610@aart.is.rice.edu>
References: <16EAFB51-E9C8-4D50-A9C1-334A4C7BB1D2@orbisuk.com>
	<20100429123907.GJ1610@aart.is.rice.edu>
Message-ID: <429EDD2F-F64B-4398-8CFA-EC4006A93FDD@orbisuk.com>

Hi Kenneth,

I'm using MYSQL, How can I tell which query it is? I get no logging and nothing in the MYSQL slow search log, I assume because it never completes?

Thanks,

Justin

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




On 29 Apr 2010, at 13:39, Kenneth Marshall wrote:

> On Thu, Apr 29, 2010 at 08:24:22AM +0100, Justin Hayes wrote:
>> RT3.8.4
>> 
>> If I use an unprivileged user (or a privileged user with no rights to see queues or tickets) to create a very simple search that looks like this:
>> 
>> Requestor.EmailAddress Like '<email address>' 
>> 
>> then the apache process handling the request maxes out CPU and hangs forever. If I create the same search with a privileged user that has rights to see queues etc it's fine and returns instantly.
>> 
>> This is a big problem as the SelfService interface screens work via requestor email address, so anyone accessing SelfService severely affects performance of my RT.
>> 
>> Anyone got any ideas????
>> 
>> Thanks,
>> 
>> Justin
>> 
>> -------------------------------------------------
>> Justin Hayes
>> Orbis Support Manager
>> justin.hayes at orbisuk.com
>> 
> Hi Justin,
> 
> Perhaps you are missing an index. What query is hitting the database
> for the slow search? What DB backend are you using?
> 
> Cheers,
> Ken



From ruslan.zakirov at gmail.com  Thu Apr 29 12:27:11 2010
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 29 Apr 2010 20:27:11 +0400
Subject: [rt-users] Requestor email address search hangs apache process
In-Reply-To: <16EAFB51-E9C8-4D50-A9C1-334A4C7BB1D2@orbisuk.com>
References: <16EAFB51-E9C8-4D50-A9C1-334A4C7BB1D2@orbisuk.com>
Message-ID: <q2s589c94401004290927qe849bf18q7a222fb436348d0e@mail.gmail.com>

Hi Justin,

First of all use Requestor.EmailAddress = '<email address>', so use =
instead of LIKE, in the query builder it is "is" operator. Second, add
index on CachedGroupMembers(MemberId, GroupId, Disabled) and on
Users(EmailAddress) if these are not there already.

On Thu, Apr 29, 2010 at 11:24 AM, Justin Hayes <justin.hayes at orbisuk.com> wrote:
> RT3.8.4
>
> If I use an unprivileged user (or a privileged user with no rights to see queues or tickets) to create a very simple search that looks like this:
>
> Requestor.EmailAddress Like '<email address>'
>
> then the apache process handling the request maxes out CPU and hangs forever. If I create the same search with a privileged user that has rights to see queues etc it's fine and returns instantly.
>
> This is a big problem as the SelfService interface screens work via requestor email address, so anyone accessing SelfService severely affects performance of my RT.
>
> Anyone got any ideas????
>
> Thanks,
>
> Justin
>
> -------------------------------------------------
> Justin Hayes
> Orbis Support Manager
> justin.hayes at orbisuk.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 justin.hayes at orbisuk.com  Thu Apr 29 12:35:14 2010
From: justin.hayes at orbisuk.com (Justin Hayes)
Date: Thu, 29 Apr 2010 17:35:14 +0100
Subject: [rt-users] Requestor email address search hangs apache process
In-Reply-To: <q2s589c94401004290927qe849bf18q7a222fb436348d0e@mail.gmail.com>
References: <16EAFB51-E9C8-4D50-A9C1-334A4C7BB1D2@orbisuk.com>
	<q2s589c94401004290927qe849bf18q7a222fb436348d0e@mail.gmail.com>
Message-ID: <AD3B365D-B695-4E3A-A08E-2B5DF168F19C@orbisuk.com>

Hi Ruslan,

I have both of those indexes already, and in SelfService I have no control over the query being run - it's just trying to show the 'My open tickets' panel.

Also there is no problem with SelfService with a privileged account that has rights to see queues/tickets, so it seems to be something else that's the problem. Something rights related?

Thanks,

Justin

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




On 29 Apr 2010, at 17:27, Ruslan Zakirov wrote:

> Hi Justin,
> 
> First of all use Requestor.EmailAddress = '<email address>', so use =
> instead of LIKE, in the query builder it is "is" operator. Second, add
> index on CachedGroupMembers(MemberId, GroupId, Disabled) and on
> Users(EmailAddress) if these are not there already.
> 
> On Thu, Apr 29, 2010 at 11:24 AM, Justin Hayes <justin.hayes at orbisuk.com> wrote:
>> RT3.8.4
>> 
>> If I use an unprivileged user (or a privileged user with no rights to see queues or tickets) to create a very simple search that looks like this:
>> 
>> Requestor.EmailAddress Like '<email address>'
>> 
>> then the apache process handling the request maxes out CPU and hangs forever. If I create the same search with a privileged user that has rights to see queues etc it's fine and returns instantly.
>> 
>> This is a big problem as the SelfService interface screens work via requestor email address, so anyone accessing SelfService severely affects performance of my RT.
>> 
>> Anyone got any ideas????
>> 
>> Thanks,
>> 
>> Justin
>> 
>> -------------------------------------------------
>> Justin Hayes
>> Orbis Support Manager
>> justin.hayes at orbisuk.com
>> 
>> 
>> 
>> 
>> 
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>> 
> 
> 
> 
> -- 
> Best regards, Ruslan.



From kfcrocker at lbl.gov  Thu Apr 29 12:40:17 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 29 Apr 2010 09:40:17 -0700
Subject: [rt-users] How to detect a custom field change in a scrip
In-Reply-To: <8172.1272549502@mental.com>
References: <8172.1272549502@mental.com>
Message-ID: <r2ke9f825501004290940z8d3f9661p7609ba331dec54b0@mail.gmail.com>

Lobo,

Do you REALLY care what the old value was? We use Custom Fields as triggers
on a lot of scrips, but we really don't care what it used to be. We only
care that it has changed and what it has changed to. It makes the code
easier to write and debug.

Kenn
LBNL

On Thu, Apr 29, 2010 at 6:58 AM, <lobo+rt at mental.com
<lobo%2Brt at mental.com>>wrote:

> Hiya, we use custom fields and they work well so far.
>
> Now I'd like to do something in a scrip if the content of
> one of my custom fields changes, say, from "foo" to "bar".
> I know how to check if the field is "bar", but I don't know
> how to find out if it always has been "bar" before, or if
> the user just changed it from "foo".
>
> Is there a way to run a scrip on the condition "value of a
> certain custom field changed", or should I rather let the
> scrip run "On Transaction" and check the current field value
> against its previous value?  How to do it?
>
>    Ciao, Lobo
>
>
> 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 lobo+rt at mental.com  Thu Apr 29 12:52:10 2010
From: lobo+rt at mental.com (lobo+rt at mental.com)
Date: Thu, 29 Apr 2010 18:52:10 +0200
Subject: [rt-users] How to detect a custom field change in a scrip
In-Reply-To: Kenneth Crocker's message of Thu, 29 Apr 2010 09:40:17 PDT
	<r2ke9f825501004290940z8d3f9661p7609ba331dec54b0@mail.gmail.com>
Message-ID: <28335.1272559930@mental.com>

Kenn,

() Do you REALLY care what the old value was? We use Custom Fields as triggers
() on a lot of scrips, but we really don't care what it used to be. We only
() care that it has changed and what it has changed to. It makes the code
() easier to write and debug.

yes, I only care about the new value and that it actually has
changed, sorry for not being more clear.  

Your mail made me search for "trigger", and that lead me to
http://wiki.bestpractical.com/view/OnCustomFieldValueChange
which looks as if tells me all I need.  Thank you very much!

    Ciao, Lobo



From ruslan.zakirov at gmail.com  Thu Apr 29 12:54:57 2010
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 29 Apr 2010 20:54:57 +0400
Subject: [rt-users] Requestor email address search hangs apache process
In-Reply-To: <AD3B365D-B695-4E3A-A08E-2B5DF168F19C@orbisuk.com>
References: <16EAFB51-E9C8-4D50-A9C1-334A4C7BB1D2@orbisuk.com>
	<q2s589c94401004290927qe849bf18q7a222fb436348d0e@mail.gmail.com>
	<AD3B365D-B695-4E3A-A08E-2B5DF168F19C@orbisuk.com>
Message-ID: <r2g589c94401004290954zdd91fd74r8093fa6046313fb1@mail.gmail.com>

Hello,

On Thu, Apr 29, 2010 at 8:35 PM, Justin Hayes <justin.hayes at orbisuk.com> wrote:
> Hi Ruslan,
>
> I have both of those indexes already, and in SelfService I have no control over the query being run - it's just trying to show the 'My open tickets' panel.

My open tickets panel uses user's ID as far as I know and it's even
faster. Optimize/Analyze on tables sometimes help convince optimizer,
but anyway read below.

> Also there is no problem with SelfService with a privileged account that has rights to see queues/tickets, so it seems to be something else that's the problem. Something rights related?

Then next step is to look into log of slow queries and figure out what
query is so slow that user waits forever.

> Thanks,
>
> Justin


-- 
Best regards, Ruslan.


From Hossein.Rafighi at triumf.ca  Thu Apr 29 13:04:42 2010
From: Hossein.Rafighi at triumf.ca (Hossein Rafighi)
Date: Thu, 29 Apr 2010 10:04:42 -0700
Subject: [rt-users] RT and Nagios
In-Reply-To: <4BD94E5D.1080803@vialtus.com>
References: <4BD8A9FA.5060405@triumf.ca> <4BD8BA96.80202@cyber-office.net>
	<4BD94E5D.1080803@vialtus.com>
Message-ID: <4BD9BC2A.9040705@triumf.ca>

There is always more than one way to skin the .... We monitor all our 
devices by Nagios and naturally made sense to add RT to it. Not all the 
solutions are good for all RT users.

Cheers,
Hossein

Raed El-Hames wrote:
> I really do not understand why you would need nagios for this?
> We have very much similar kpis which we monitor with a simple perl 
> script utilising the RT api.
> Our script run every hour , update the tickets with a warning comment  
> if the warning threshold is reached (Admin Ccs receive an  email on 
> comment),and again a critical type comment is submitted if the 
> critical threshold reached.
> We also have a custom field that gets updated on warnings/critical 
> levels, tickets with these level are highlighted in different color  
> in the web interface , and on critical a manager maybe  cc'ed.
> All from within RT , no need for external dependencies such as Nagios.
>
> Regards;
> Roy
>
> Roderick A. Anderson wrote:
>> Hossein Rafighi wrote:
>>  
>>> Hi,
>>>
>>> We have modified rt-crontool to create Nagios alerts. This woks with 
>>> nrpe and unlike SendNgiosAlert doesn't require any additional 
>>> modules installation. If you have running Nagios server it can 
>>> easily pull relevant stuff from RT. Nagios will send a warning email 
>>> if:
>>> Tickets are new for more than 24hours
>>> Tickets are open for more than 5days
>>>
>>> It will generate a critical email if:
>>> Tickets are new for more than 48hours
>>> Tickets are open for more than 7days.
>>>
>>> If the status of a ticket is stalled, then our script will ignore 
>>> it. It is our policy to change the ticket status to stalled if a 
>>> ticket is required to remain open for more than one week. Since we 
>>> are a 24x7x360 lab, we decided to include weekends and holidays in 
>>> the script. If you're interested let me know and I can send/post 
>>> scripts and required steps. Again, this script is modified version 
>>> of rt-crontool.
>>>     
>>
>> I for one am interested.  Not that I have a need right now but it is 
>> always interesting to see how people solve these kinds of needs.
>>
>>
>> Rod
>>   
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

-- 
  _____  _____   _____  _   _  _   _  ____ Hossein Rafighi
 |_   _||  _  \ |_   _|| | | || \_/ ||  __|TRIUMF, 4004 Wesbrook Mall
   | |  | |_|  )  | |  | | | ||     || |__ Vancouver BC, Canada, V6T 2A3
   | |  |  _  /   | |  | \_/ || \_/ ||  __|Voice: (604) 222-1047
   | |  | | \ \  _| |_ |     || | | || |   Fax:   (604) 222-1074
   |_|  |_|  \_\|_____| \___/ |_| |_||_|   Website: http://www.triumf.ca



From kfcrocker at lbl.gov  Thu Apr 29 13:10:15 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 29 Apr 2010 10:10:15 -0700
Subject: [rt-users] How to detect a custom field change in a scrip
In-Reply-To: <28335.1272559930@mental.com>
References: <r2ke9f825501004290940z8d3f9661p7609ba331dec54b0@mail.gmail.com>
	<28335.1272559930@mental.com>
Message-ID: <k2ne9f825501004291010w821c7c1ap962cc6441cd2c388@mail.gmail.com>

OK, I've got some examples for you.

First, let's talk about conditions. If your condition is simple, like just a
status change, then that's all you need. But the moment you want to combine
a status change with some other info, like a CF value, then you need to
specify "User-Defined" for the condition.

Below is an example of a condition that checks the value of a CF (this is
triggered *ONLY* when this particular CF is changed on a ticket):

# Custom Condition
# Check for CF "Review Process" with value of "Review Complete-Approved"

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;

if  ($trans->Type eq 'CustomField')

    {my $cf = new RT::CustomField($RT::SystemUser);

     $cf->LoadByName(Queue => $ticket->QueueObj->id,Name => "Review
Process");

     return 0 unless $cf->id;

     if  ($trans->Field == $cf->id &&

          $trans->NewValue eq "Review Complete-Approved")

          {

           return 1;

          }

    }



return 0;


Here you'll notice that if this transaction is for some other Custom Field,
it drops out (return 0:) *and then checks* for the right value of the
change.


You can apply this type of code for any Custom Field. If you need to also
check the Ticket Status, you can add that. I'd add(check) it up front. No
sense checking data when the ticket isn't the right status. You can also
check the Queue, like we discussed before.


Now we'll go over Custom Actions. There are two types; "Preparation &
Cleanup. Where to put what?

My line of thinking is to use Preparation in almost all cases. Reason, I may
have other scrips that I want triggered by values I modify. For example, if
my code is changing the Ticket Status to "resolved", I want to do that in
the "Prep" area because that WAY RT will be aware of it BEFORE it ends the
transaction and can trigger another scrip that modifies some other Custom
Field value. The more I do before RT starts cleaning up, the more modified
data is available for RT for any cleanup work, etc.


Also, in order to ensure that any changes to Custom Fields remain, you want
to set your RT_SiteConfig.pm settings to turn on the "TransactionBatch"
option *Set($UseTransactionBatch, '1');*.


So, the next piece of code will be Custom Preparation code:


#--------------------------------------------------

# Custom action preparation code:
#---------------------------------------------------------------------------

# Set the value for the Custom Field "Work-State"


my $trans = $self->TransactionObj;

my $ticket = $self->TicketObj;

my $cf_obj = RT::CustomField->new($RT::SystemUser);

my $cf_name = "Work-State";

my $cf_value = "Acceptance Testing";

my $current = $ticket->FirstCustomFieldValue('Work-State');


# Won't change if current value is whatever


if  ($current ne "In Production - Not Yet Used" &&

     $current ne "In Production - Verification Required" &&

     $current ne "Installing Modifications")

    {

     $cf_obj->LoadByName( Name => $cf_name );

     $RT::Logger->debug("Loaded \$cf_obj->Name = ". $cf_obj->Name() ."\n");

     $ticket->AddCustomFieldValue( Field=>$cf_obj, Value=>$cf_value,
RecordTransaction=>0);

    }



# set the CF Work-Completed Date (date is in mm/dd/yyyy format and needs
reformatting)



my $cf_name = "Work-Completed Date";

my ( undef, undef, undef, $day, $mon, $year ) = localtime( time );

my $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon + 1, $day );



$cf_obj->LoadByName(Name=>$cf_name);

$RT::Logger->debug("Loaded\$cf_obj->Name = ". $cf_obj->Name() ."\n");

$ticket->AddCustomFieldValue(Field=>$cf_obj, Value=>$cf_value,
RecordTransaction=>0);


# set the CF "QA Approval Date" (use the current system date)

my $cf_name = "QA Approval Date";
my ( undef, undef, undef, $day, $mon, $year ) = localtime( time );
my $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon + 1, $day );

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

# set new value for CF "QA Approver" (use the name of the user doing this
trans)

my $cf_name = "QA Approver";
my $cf_value = $trans->CreatorObj->Name;
my $approver = $ticket->FirstCustomFieldValue('QA Approver');

# Before continuing, check to see if QA Approver is blank

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

return 1;

#----------------------------------------------------------------------------

# Custom action cleanup code:

#----------------------------------------------------------------------------

 return 1;


As you can see, there's a lot of code you can use there for Custom Fields,
compound if's, etc.


Now, here are a couple pieces of code to modify certain Ticket fields:


$ticket->SetOwner($ownerid); # $ownerid was set previously to this line of
code

$ticket->SetQueue(10, 'Force'); # 10 is the ID of the Queue I want it moved
to

$ticket->SetOwner(10, 'Force'); # Forces *change* in owner (in this case to
ID #10) as opposed to simply setting an empty field


Notice that in some cases, you might have to use "Force". Most likely, you
will have to do that to "move" a ticket to *another* Queue. Actually, you
aren't really "*moving*" anything. You're just changing the Queue ID for
that ticket. To do this, you need that *actual Queue Id* to set it to. You
can get the ID by navigating Configuration->Queues and the number on the
left is the Queue Id.


Here's code that will set the owner to the transaction user if there is no
current owner:


# set owner if Nobody

my $ticket = $self->TicketObj;
my $trans = $self->TransactionObj;
my $owner_id = $trans->CreatorObj->PrincipalId;

if  ($ticket->OwnerObj->Name() eq 'Nobody' )
    {
     $ticket->SetOwner($owner_id, 'Force');
    }

return 1;


Well, that's about it. Hope this all helps.


Kenn

LBNL


On Thu, Apr 29, 2010 at 9:52 AM, <lobo+rt at mental.com
<lobo%2Brt at mental.com>>wrote:

> Kenn,
>
> () Do you REALLY care what the old value was? We use Custom Fields as
> triggers
> () on a lot of scrips, but we really don't care what it used to be. We only
> () care that it has changed and what it has changed to. It makes the code
> () easier to write and debug.
>
> yes, I only care about the new value and that it actually has
> changed, sorry for not being more clear.
>
> Your mail made me search for "trigger", and that lead me to
> http://wiki.bestpractical.com/view/OnCustomFieldValueChange
> which looks as if tells me all I need.  Thank you very much!
>
>    Ciao, Lobo
>
>
> 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 mmcgrath at carthage.edu  Thu Apr 29 13:21:41 2010
From: mmcgrath at carthage.edu (Max McGrath)
Date: Thu, 29 Apr 2010 12:21:41 -0500
Subject: [rt-users] Global Config for "RT at a glance" not taking effect
Message-ID: <j2o6b011ab81004291021ofb9bd468rf20e716aed3373fb@mail.gmail.com>

Hi all -

Sorry to repost this problem, but I'm hoping with a better subject more
people will read it!

This problem came about because I wanted to be able to add a new Element (I
think that's the proper term) on my RT at a glance page full of helpful
links for our desk workers (i.e., blackboard, wireless management,
directory, res hall registration admin stuff).

You can view the original thread here if need be:
http://www.gossamer-threads.com/lists/rt/users/93118

<http://www.gossamer-threads.com/lists/rt/users/93118>With help from some
people I was successfully able to get a "Links" element on the RT at a
glance page; that however seemed to break the "QuickSearch" element.  So, I
undid everything I did to try to get back to where I started.  Now, however,
any changes I make in global config for RT at a glance (both summary and
body) do not take effect for any users that login.  I've cleared the mason
data, I've restarted apache, I've rebooted the server, I've cleared my
browsers cache, I've tried different machines with different browsers,
nothing works.  The only good news, I guess, is that when people login, they
can go to their individual preferences and make changes to RT at a glance,
and those changes take effect.

All changes I made in RT_SiteConfig.pm have been commented out, no
permissions were changed or anything like that...

Can anybody help me?

Thanks!

(Again...very sorry to repost this...)
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath at carthage.edu
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From ggreene at minervanetworks.com  Thu Apr 29 13:25:40 2010
From: ggreene at minervanetworks.com (Gary Greene)
Date: Thu, 29 Apr 2010 10:25:40 -0700
Subject: [rt-users] RT and Nagios
In-Reply-To: <4BD8A9FA.5060405@triumf.ca>
Message-ID: <C7FF0F24.53D2F%ggreene@minervanetworks.com>

We're in the process of rolling out network and machine monitoring here
using Nagios, so I'd be very interested in this, please send the info my way
when you've the opportunity. Thanks.


On 4/28/10 2:34 PM, "Hossein Rafighi" <Hossein.Rafighi at triumf.ca> wrote:

> Hi,
> 
> We have modified rt-crontool to create Nagios alerts. This woks with
> nrpe and unlike SendNgiosAlert doesn't require any additional modules
> installation. If you have running Nagios server it can easily pull
> relevant stuff from RT. Nagios will send a warning email if:
> Tickets are new for more than 24hours
> Tickets are open for more than 5days
> 
> It will generate a critical email if:
> Tickets are new for more than 48hours
> Tickets are open for more than 7days.
> 
> If the status of a ticket is stalled, then our script will ignore it. It
> is our policy to change the ticket status to stalled if a ticket is
> required to remain open for more than one week. Since we are a 24x7x360
> lab, we decided to include weekends and holidays in the script. If
> you're interested let me know and I can send/post scripts and required
> steps. Again, this script is modified version of rt-crontool.
> 
> Sample email:
> 
> ***** Nagios 2.8 *****
> Notification Type: PROBLEM
> Service: Q-CCN
> Host: helpdesk
> Address: 172.127.2.12
> State: WARNING
> Date/Time: Tue Apr 27 14:55:37 PDT 2010
> Additional Info:
> 0 new tickets: 0  24h, 0  48h: 1 open: 1  120h, 0  168h
> 
> 
> Cheers,
> Hossein Rafighi

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



From kfcrocker at lbl.gov  Thu Apr 29 14:12:54 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 29 Apr 2010 11:12:54 -0700
Subject: [rt-users] Global Config for "RT at a glance" not taking effect
In-Reply-To: <j2o6b011ab81004291021ofb9bd468rf20e716aed3373fb@mail.gmail.com>
References: <j2o6b011ab81004291021ofb9bd468rf20e716aed3373fb@mail.gmail.com>
Message-ID: <z2le9f825501004291112j4061278cs2768ba9ff3cbc6af@mail.gmail.com>

Max,

Sounds like an interesting conundrum. I'll bite.

When you say individuals can change their *preferences* and they *DO* take
effect? But the Global defaults don't? *OR* are you saying the Global
defaults work but when you make *changes to those defaults* they don't take
effect?

Also, when you say you commented out the changes you made in RT_SiteConfig,
there are some settings you DO need, but they just need to be like they were
before you added the links part.

And one more thing, when you say you made changes to add these links, did
you have to create any *local* versions of a *directory/file*? If so, did
you make a copy of the original *local* *directory/file* before modifying
it? When I make changes for a local file, I always copy the share version
over. Then if I make further changes to the local file, I always rename the
older one file_old.html  (or whatever). That way I always preserve an
original set of code.

Looking forward to your answers.

Kenn
LBNL

On Thu, Apr 29, 2010 at 10:21 AM, Max McGrath <mmcgrath at carthage.edu> wrote:

> Hi all -
>
> Sorry to repost this problem, but I'm hoping with a better subject more
> people will read it!
>
> This problem came about because I wanted to be able to add a new Element (I
> think that's the proper term) on my RT at a glance page full of helpful
> links for our desk workers (i.e., blackboard, wireless management,
> directory, res hall registration admin stuff).
>
> You can view the original thread here if need be:
> http://www.gossamer-threads.com/lists/rt/users/93118
>
> <http://www.gossamer-threads.com/lists/rt/users/93118>With help from some
> people I was successfully able to get a "Links" element on the RT at a
> glance page; that however seemed to break the "QuickSearch" element.  So, I
> undid everything I did to try to get back to where I started.  Now, however,
> any changes I make in global config for RT at a glance (both summary and
> body) do not take effect for any users that login.  I've cleared the mason
> data, I've restarted apache, I've rebooted the server, I've cleared my
> browsers cache, I've tried different machines with different browsers,
> nothing works.  The only good news, I guess, is that when people login, they
> can go to their individual preferences and make changes to RT at a glance,
> and those changes take effect.
>
> All changes I made in RT_SiteConfig.pm have been commented out, no
> permissions were changed or anything like that...
>
> Can anybody help me?
>
> Thanks!
>
> (Again...very sorry to repost this...)
> --
> Max McGrath
> Asst. Network Admin/Systems Specialist
> Carthage College
> 262-552-5512
> mmcgrath at carthage.edu
>
>
> 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 mmcgrath at carthage.edu  Thu Apr 29 14:43:16 2010
From: mmcgrath at carthage.edu (Max McGrath)
Date: Thu, 29 Apr 2010 13:43:16 -0500
Subject: [rt-users] Global Config for "RT at a glance" not taking effect
In-Reply-To: <z2le9f825501004291112j4061278cs2768ba9ff3cbc6af@mail.gmail.com>
References: <j2o6b011ab81004291021ofb9bd468rf20e716aed3373fb@mail.gmail.com> 
	<z2le9f825501004291112j4061278cs2768ba9ff3cbc6af@mail.gmail.com>
Message-ID: <v2m6b011ab81004291143z8c2fee6dz1cfe59e66c3e75e3@mail.gmail.com>

Thank you Kenn!  But I think I just figured it out!  Let me try to explain
what was going on...

I added the line below to my RT_SiteConfig.

Set($HomepageComponents, [qw(
       QuickCreate QuickSearch MyAdminQueues MySupportQueues MyReminders
RefreshHomepage Dashboards Links)]);


That then gave me the option to add "Links" (a file I created at
$RTHOME/local/html/Elements/Links) to my RT at a glance.  The "Links"
element worked fine after that, but my "QuickSearch" element was now broken.
 So, while I was logged into the root account and my personal account, I
made changes to RT at a glance at the user level for those accounts -- I
didn't change it at the Global level yet -- basically I didn't know what I
was doing!!

Basically, what I'm seeing is, when you edit the RT at a glance at a user
level -- that user has "Opted Out" of the global changes.  Once you choose
"Reset to Default" in RT at a glance at the user level (and log out and log
in) you then take on the Global changes again!

Make sense?

I guess I can now go back to my original question and ask how to get helpful
links available our HelpDesk users RT at a glance.  As I mentioned, how I
did was before was perfect(!) except for that it broke the QuickSearch
element.

Max

--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath at carthage.edu


On Thu, Apr 29, 2010 at 1:12 PM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:

> Max,
>
> Sounds like an interesting conundrum. I'll bite.
>
> When you say individuals can change their *preferences* and they *DO* take
> effect? But the Global defaults don't? *OR* are you saying the Global
> defaults work but when you make *changes to those defaults* they don't
> take effect?
>
> Also, when you say you commented out the changes you made in RT_SiteConfig,
> there are some settings you DO need, but they just need to be like they were
> before you added the links part.
>
> And one more thing, when you say you made changes to add these links, did
> you have to create any *local* versions of a *directory/file*? If so, did
> you make a copy of the original *local* *directory/file* before modifying
> it? When I make changes for a local file, I always copy the share version
> over. Then if I make further changes to the local file, I always rename the
> older one file_old.html  (or whatever). That way I always preserve an
> original set of code.
>
> Looking forward to your answers.
>
> Kenn
> LBNL
>
> On Thu, Apr 29, 2010 at 10:21 AM, Max McGrath <mmcgrath at carthage.edu>wrote:
>
>> Hi all -
>>
>> Sorry to repost this problem, but I'm hoping with a better subject more
>> people will read it!
>>
>> This problem came about because I wanted to be able to add a new Element
>> (I think that's the proper term) on my RT at a glance page full of helpful
>> links for our desk workers (i.e., blackboard, wireless management,
>> directory, res hall registration admin stuff).
>>
>> You can view the original thread here if need be:
>> http://www.gossamer-threads.com/lists/rt/users/93118
>>
>>  <http://www.gossamer-threads.com/lists/rt/users/93118>With help from
>> some people I was successfully able to get a "Links" element on the RT at a
>> glance page; that however seemed to break the "QuickSearch" element.  So, I
>> undid everything I did to try to get back to where I started.  Now, however,
>> any changes I make in global config for RT at a glance (both summary and
>> body) do not take effect for any users that login.  I've cleared the mason
>> data, I've restarted apache, I've rebooted the server, I've cleared my
>> browsers cache, I've tried different machines with different browsers,
>> nothing works.  The only good news, I guess, is that when people login, they
>> can go to their individual preferences and make changes to RT at a glance,
>> and those changes take effect.
>>
>> All changes I made in RT_SiteConfig.pm have been commented out, no
>> permissions were changed or anything like that...
>>
>> Can anybody help me?
>>
>> Thanks!
>>
>> (Again...very sorry to repost this...)
>> --
>> Max McGrath
>> Asst. Network Admin/Systems Specialist
>> Carthage College
>> 262-552-5512
>> mmcgrath at carthage.edu
>>
>>
>> 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 javoskam at uwaterloo.ca  Thu Apr 29 14:55:02 2010
From: javoskam at uwaterloo.ca (Jeff Voskamp)
Date: Thu, 29 Apr 2010 14:55:02 -0400
Subject: [rt-users] Global Config for "RT at a glance" not taking effect
In-Reply-To: <v2m6b011ab81004291143z8c2fee6dz1cfe59e66c3e75e3@mail.gmail.com>
References: <j2o6b011ab81004291021ofb9bd468rf20e716aed3373fb@mail.gmail.com>
	<z2le9f825501004291112j4061278cs2768ba9ff3cbc6af@mail.gmail.com>
	<v2m6b011ab81004291143z8c2fee6dz1cfe59e66c3e75e3@mail.gmail.com>
Message-ID: <4BD9D606.3050501@uwaterloo.ca>

On 04/29/2010 02:43 PM, Max McGrath wrote:
> Thank you Kenn!  But I think I just figured it out!  Let me try to 
> explain what was going on...
>
> I added the line below to my RT_SiteConfig.
>
> Set($HomepageComponents, [qw(
>        QuickCreate QuickSearch MyAdminQueues MySupportQueues 
> MyReminders RefreshHomepage Dashboards Links)]);
>
>
> That then gave me the option to add "Links" (a file I created at 
> $RTHOME/local/html/Elements/Links) to my RT at a glance.  The "Links" 
> element worked fine after that, but my "QuickSearch" element was now 
> broken.  So, while I was logged into the root account and my personal 
> account, I made changes to RT at a glance at the user level for those 
> accounts -- I didn't change it at the Global level yet -- basically I 
> didn't know what I was doing!!
>
> Basically, what I'm seeing is, when you edit the RT at a glance at a 
> user level -- that user has "Opted Out" of the global changes.  Once 
> you choose "Reset to Default" in RT at a glance at the user level (and 
> log out and log in) you then take on the Global changes again!
>
> Make sense?
>
> I guess I can now go back to my original question and ask how to get 
> helpful links available our HelpDesk users RT at a glance.  As I 
> mentioned, how I did was before was perfect(!) except for that it 
> broke the QuickSearch element.
>
> Max
>
> --
> Max McGrath
> Asst. Network Admin/Systems Specialist
> Carthage College
> 262-552-5512
> mmcgrath at carthage.edu <mailto:mmcgrath at carthage.edu>
It's Quicksearch, not QuickSearch.

Jeff


From kfcrocker at lbl.gov  Thu Apr 29 14:57:26 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 29 Apr 2010 11:57:26 -0700
Subject: [rt-users] Category no longer shows in ticket
In-Reply-To: <4BB596E4.5060108@mococo.nl>
References: <p2me9f825501004011213jb3330febr4719ef652394806c@mail.gmail.com>
	<4BB596E4.5060108@mococo.nl>
Message-ID: <w2ve9f825501004291157sa8357d0bz7e5492ef9d41a93e@mail.gmail.com>

To list,

Any more on this? Is there a patch I can apply that will use the category
for a shorter value list?

Thanks.

Kenn
LBNL

On Fri, Apr 2, 2010 at 12:04 AM, Joop <JoopvandeWege at mococo.nl> wrote:

>  Kenneth Crocker wrote:
>
> To list,
>
> When we were in 3.6.4, the category for a Custom Field would show in the
> "Modify Ticket" screen. This allowed a user to select the *category* from
> a drop-down tab and thereby shorten the list of available values to choose
> from for that CF.
>
> Thats a new feature of 3.8.7. Read the Changelog and you'll find a note
> about it. For older installations there is a conversion script included. I
> ran it but had problems afterwards that my Oracle based install of RT didn't
> work anymore. I think its fixed in the upcoming 3.8.8 or it was an issue in
> 3.8.6 and fixed in 3.8.7.
>
> Regards,
>
> Joop
>
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From mmcgrath at carthage.edu  Thu Apr 29 15:11:45 2010
From: mmcgrath at carthage.edu (Max McGrath)
Date: Thu, 29 Apr 2010 14:11:45 -0500
Subject: [rt-users] Global Config for "RT at a glance" not taking effect
In-Reply-To: <4BD9D606.3050501@uwaterloo.ca>
References: <j2o6b011ab81004291021ofb9bd468rf20e716aed3373fb@mail.gmail.com> 
	<z2le9f825501004291112j4061278cs2768ba9ff3cbc6af@mail.gmail.com> 
	<v2m6b011ab81004291143z8c2fee6dz1cfe59e66c3e75e3@mail.gmail.com> 
	<4BD9D606.3050501@uwaterloo.ca>
Message-ID: <r2n6b011ab81004291211ub6abd57ek423d71be00b6557b@mail.gmail.com>

Geez....

Good find Jeff!!

Everything is perfect now!

Thank you everybody!!!
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath at carthage.edu


On Thu, Apr 29, 2010 at 1:55 PM, Jeff Voskamp <javoskam at uwaterloo.ca> wrote:

> On 04/29/2010 02:43 PM, Max McGrath wrote:
>
>> Thank you Kenn!  But I think I just figured it out!  Let me try to explain
>> what was going on...
>>
>> I added the line below to my RT_SiteConfig.
>>
>> Set($HomepageComponents, [qw(
>>       QuickCreate QuickSearch MyAdminQueues MySupportQueues MyReminders
>> RefreshHomepage Dashboards Links)]);
>>
>>
>> That then gave me the option to add "Links" (a file I created at
>> $RTHOME/local/html/Elements/Links) to my RT at a glance.  The "Links"
>> element worked fine after that, but my "QuickSearch" element was now broken.
>>  So, while I was logged into the root account and my personal account, I
>> made changes to RT at a glance at the user level for those accounts -- I
>> didn't change it at the Global level yet -- basically I didn't know what I
>> was doing!!
>>
>> Basically, what I'm seeing is, when you edit the RT at a glance at a user
>> level -- that user has "Opted Out" of the global changes.  Once you choose
>> "Reset to Default" in RT at a glance at the user level (and log out and log
>> in) you then take on the Global changes again!
>>
>> Make sense?
>>
>> I guess I can now go back to my original question and ask how to get
>> helpful links available our HelpDesk users RT at a glance.  As I mentioned,
>> how I did was before was perfect(!) except for that it broke the QuickSearch
>> element.
>>
>> Max
>>
>> --
>> Max McGrath
>> Asst. Network Admin/Systems Specialist
>> Carthage College
>> 262-552-5512
>> mmcgrath at carthage.edu <mailto:mmcgrath at carthage.edu>
>>
> It's Quicksearch, not QuickSearch.
>
> Jeff
>
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From thierry.thelliez.tech at gmail.com  Thu Apr 29 15:39:30 2010
From: thierry.thelliez.tech at gmail.com (Thierry Thelliez)
Date: Thu, 29 Apr 2010 13:39:30 -0600
Subject: [rt-users] Attachments on disk?
Message-ID: <h2y42f5c4431004291239ne9adec30nc094fe42888eff20@mail.gmail.com>

For some reasons, I need to give a direct (read) access to the tickets
attachments.

Browsing the email archive, I found some discussions about storing the
attachments 'onDisk'. This was in August 2007. Are there more thoughts
on that topic since?


Alternatively, before I reinvent the wheel, has someone written some
code to list all the attachments (on a web page for example)?


Thanks,
Thierry Thelliez


From torsten.brumm at googlemail.com  Thu Apr 29 15:50:46 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Thu, 29 Apr 2010 21:50:46 +0200
Subject: [rt-users] Attachments on disk?
In-Reply-To: <h2y42f5c4431004291239ne9adec30nc094fe42888eff20@mail.gmail.com>
References: <h2y42f5c4431004291239ne9adec30nc094fe42888eff20@mail.gmail.com>
Message-ID: <r2rbdbd084b1004291250t2c64d5enb72a2c26c0c4afcc@mail.gmail.com>

Hi Thierry,
there is a addon bps wrote but it is not available public at the moment.
Hopefully Jesse will push it out some day.

Torsten

2010/4/29 Thierry Thelliez <thierry.thelliez.tech at gmail.com>

> For some reasons, I need to give a direct (read) access to the tickets
> attachments.
>
> Browsing the email archive, I found some discussions about storing the
> attachments 'onDisk'. This was in August 2007. Are there more thoughts
> on that topic since?
>
>
> Alternatively, before I reinvent the wheel, has someone written some
> code to list all the attachments (on a web page for example)?
>
>
> Thanks,
> Thierry Thelliez
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de
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From Hossein.Rafighi at triumf.ca  Thu Apr 29 17:10:13 2010
From: Hossein.Rafighi at triumf.ca (Hossein Rafighi)
Date: Thu, 29 Apr 2010 14:10:13 -0700
Subject: [rt-users] RT and Nagios
In-Reply-To: <C7FF0F24.53D2F%ggreene@minervanetworks.com>
References: <C7FF0F24.53D2F%ggreene@minervanetworks.com>
Message-ID: <4BD9F5B5.6020601@triumf.ca>

Few people off the list had made the same request and I sent them the 
relevant info. With apologizes for spamming those of you who are not 
interested, I am attaching the requested files to this message.

Cheers,
Hossein

Gary Greene wrote:
> We're in the process of rolling out network and machine monitoring here
> using Nagios, so I'd be very interested in this, please send the info my way
> when you've the opportunity. Thanks.
>
>
> On 4/28/10 2:34 PM, "Hossein Rafighi" <Hossein.Rafighi at triumf.ca> wrote:
>
>   
>> Hi,
>>
>> We have modified rt-crontool to create Nagios alerts. This woks with
>> nrpe and unlike SendNgiosAlert doesn't require any additional modules
>> installation. If you have running Nagios server it can easily pull
>> relevant stuff from RT. Nagios will send a warning email if:
>> Tickets are new for more than 24hours
>> Tickets are open for more than 5days
>>
>> It will generate a critical email if:
>> Tickets are new for more than 48hours
>> Tickets are open for more than 7days.
>>
>> If the status of a ticket is stalled, then our script will ignore it. It
>> is our policy to change the ticket status to stalled if a ticket is
>> required to remain open for more than one week. Since we are a 24x7x360
>> lab, we decided to include weekends and holidays in the script. If
>> you're interested let me know and I can send/post scripts and required
>> steps. Again, this script is modified version of rt-crontool.
>>
>> Sample email:
>>
>> ***** Nagios 2.8 *****
>> Notification Type: PROBLEM
>> Service: Q-CCN
>> Host: helpdesk
>> Address: 172.127.2.12
>> State: WARNING
>> Date/Time: Tue Apr 27 14:55:37 PDT 2010
>> Additional Info:
>> 0 new tickets: 0  24h, 0  48h: 1 open: 1  120h, 0  168h
>>
>>
>> Cheers,
>> Hossein Rafighi
>>     
>
>   

-- 
  _____  _____   _____  _   _  _   _  ____ Hossein Rafighi
 |_   _||  _  \ |_   _|| | | || \_/ ||  __|TRIUMF, 4004 Wesbrook Mall
   | |  | |_|  )  | |  | | | ||     || |__ Vancouver BC, Canada, V6T 2A3
   | |  |  _  /   | |  | \_/ || \_/ ||  __|Voice: (604) 222-1047
   | |  | | \ \  _| |_ |     || | | || |   Fax:   (604) 222-1074
   |_|  |_|  \_\|_____| \___/ |_| |_||_|   Website: http://www.triumf.ca

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From bill93 at gmail.com  Thu Apr 29 22:59:49 2010
From: bill93 at gmail.com (Bill Galeckas)
Date: Thu, 29 Apr 2010 22:59:49 -0400
Subject: [rt-users] On Comment Notify AdminCcs as Comment Unless Resolved
Message-ID: <v2y37016e121004291959l879bd467qcf73a9c0e85c37d8@mail.gmail.com>

Hello,

I've been banging my head on this for days... searched the lists high and
low... and I finally give up.

Here's what I'm trying to do:

I'd like to have the final "resolve comment" not be sent out. However, I
don't want to break the built-in functionality of the "On Comment Notify
AdminCcs as Comment".

Basically, I need a "On Comment Notify AdminCcs as Comment Unless Resolved".

I have two custom scrips that will notify the Owner and Requestor already.
(I use the method shown here:
http://www.gossamer-threads.com/lists/rt/users/68726#68726 to pull the final
comment into the email to the Requestor.)

I know this is probably just a matter of setting a custom condition... but I
just can't seem to get the syntax right! (I've tried pretty much every
combination I can think of, using this:
http://wiki.bestpractical.com/view/CustomConditionSnippets and RT Essentials
as a guide.) I feel like I'm close... but I'm just missing that one little
thing...

My best guess:

Description: On Comment Notify AdminCcs as Comment Unless Resolved
Condition: User Defined
Action:Notify AdminCcs as Comment
Template: Global Template: Admin Comment
Stage: TransactionCreate

Custom Condition:
if ( $self->TransactionObj->Type eq "Comment"
     && $self->TransactionObj->Field eq "Status"
     && $self->TransactionObj->NewValue eq "resolved" )
{
return 0;
} else {
return 1;
}

Oh, mighty RT guru's... can someone help a guy out?

Thanks,
Bill
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From drasar at ics.muni.cz  Fri Apr 30 05:10:32 2010
From: drasar at ics.muni.cz (Martin Drasar)
Date: Fri, 30 Apr 2010 11:10:32 +0200
Subject: [rt-users] On correspond send mail to requestor only if explicitly
	selected
Message-ID: <4BDA9E88.8040600@ics.muni.cz>

Hello everyone,
I have a question regarding ticket handling workflow. The situation
should be as follows:

1) Someone reports a security incident by sending an email to RT.
2) Autoreply confirming that the incident is accepted is sent to the
requestor.
3) The responsible person/administrator is contacted and the security
incident is taken care of. Correspondence flows between the security
team and responsible person/administrator only and is archived inside
RT. Other people can also join the conversation.
4) If it is necessary to contact the requestor for more details, mail is
sent to them. Responsible person/admin sees this correspondence.
5) Once the security incident is resolved, the requestor receives an
informational email.

I have a hard time finding how to do this. I have come up with a
solution, that makes it easy except for the point 4).

The idea is to add responisble person/administrator as a Cc, disable the
'On Correspond Notify Requestors and Ccs' and have only 'On Correspond
Notify Ccs'.
This way the correspondence is kept away from requestor that does not
need to know details and other people may join the conversation, because
there is also a scrip that adds Ccs from mail as Ticket Ccs.

Problem raises when I want to send an email to the requestor in the
meantime (not autoreply On Create and message On Resolve). I could have
a scrip 'On Correspond Notify Requestor' and then disable the requestor
from receiving the mail, anytime the correspondence is sent from RT, but
that would be very prone to mistakes and accidental sendings of an email.

I need it to work in the other way - exclude requestor from recieving
notification unless explicitly allowed. Is there a way to do it?

For this purpose the section 'Will not sent mail to' (I hope it is
correct translation - I have czech version) in the Ticket update page
seems like a best place. But I do not have an idea how to get the
requestor mail there. The section above has any allowed scrips with On
Correspond condition. But this one? I don't know...

Thank you for reading this and for eventual help.

Regards
Martin

-- 
Mgr. Martin Drasar                                   drasar at ics.muni.cz
Network Security Department                         http://ics.muni.cz/
CSIRT-MU                                       http://www.muni.cz/csirt
Institute of Computer Science, Masaryk University, Brno, Czech Republic
                       PGP Key ID: 0x944BC925


From torben.nehmer at cancom.de  Fri Apr 30 05:25:23 2010
From: torben.nehmer at cancom.de (Nehmer Torben)
Date: Fri, 30 Apr 2010 11:25:23 +0200
Subject: [rt-users] Bug: File Upload with Postgres and Special Characters in
	Filename
Message-ID: <AC5D0502DFE96948924DAD837EA8CFD3DBDCB9701D@JETMX003.int.cancom.de>

Hello everyone,

I have a problem with our RT installation here: It is an RT 3.8.7 install with Postgres as database backend.

When uploading a file through the web frontend which contains special characters (like "Polizeipr?sidium"), RT silently (!) fails to upload the file. The log message shows, that appearantly some characterset conversions are missing in this case.

The basic translation of the error message is about: "Invalid Byte-Sequence for encoding UTF8. This error can occur alos, if the byte sequence does not match the encoding expected by the server and set in the client_encoding.

I would appreciate any help in how to fix this.

 [Fri Apr 30 09:15:21 2010] [crit]: Apache2::RequestIO::rflush: (103) Software caused connection abort at /usr/share/perl5/HTML/Mason/ApacheH
andler.pm line 1026 (/usr/share/request-tracker3.8/libexec/webmux.pl:168)
[Fri Apr 30 09:15:33 2010] [warning]: DBD::Pg::st execute failed: FEHLER:  ung?ltige Byte-Sequenz f?r Kodierung ?UTF8?: 0xe47369
HINT:  Dieser Fehler kann auch auftreten, wenn die Bytesequenz nicht mit der Kodierung ?bereinstimmt, die der Server erwartet, welche durch
?client_encoding? bestimmt wird. at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 509. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:5
09)
[Fri Apr 30 09:15:33 2010] [warning]: RT::Handle=HASH(0x44765d0) couldn't execute the query 'INSERT INTO Attachments (Subject, Filename, Con
tentType, Headers, Creator, MessageId, Parent, Created, Content, ContentEncoding, TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' a
t /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 522
        DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x44765d0)', 'INSERT INTO Attachments (Subject, Filename, ContentType, Hea
d...', 'Polizeipr<E4>sidiums Mittelfranken.xls', 'Polizeipr<E4>sidiums Mittelfranken.xls', 'application/vnd.ms-excel', 'MIME-Version: 1.0\x{
a}Subject: Polizeipr\x{e4}sidiums Mittelfranken.xl...', 22, '', 185867, ...) called at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 35
7
        DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x44765d0)', 'Attachments', 'Subject', 'Polizeipr<E4>sidiums Mittelfranken.xls'
, 'Filename', 'Polizeipr<E4>sidiums Mittelfranken.xls', 'ContentType', 'application/vnd.ms-excel', 'Headers', ...) called at /usr/share/perl
5/DBIx/SearchBuilder/Handle/Pg.pm line 66
        DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0x44765d0)', 'Attachments', 'Subject', 'Polizeipr<E4>sidiums Mittelfranken.
xls', 'ContentType', 'application/vnd.ms-excel', 'Filename', 'Polizeipr<E4>sidiums Mittelfranken.xls', 'Headers', ...) called at /usr/share/
perl5/DBIx/SearchBuilder/Record.pm line 1293
        DBIx::SearchBuilder::Record::Create('RT::Attachment=HASH(0x5664d40)', 'Subject', 'Polizeipr<E4>sidiums Mittelfranken.xls', 'Filename
', 'Polizeipr<E4>sidiums Mittelfranken.xls', 'ContentType', 'application/vnd.ms-excel', 'Headers', 'MIME-Version: 1.0\x{a}Subject: Polizeipr
\x{e4}sidiums Mittelfranken.xl...', ...) called at /usr/share/request-tracker3.8/lib/RT/Record.pm line 289
        RT::Record::Create('RT::Attachment=HASH(0x5664d40)', 'TransactionId', 252488, 'ContentType', 'application/vnd.ms-excel', 'ContentEnc
oding', 'base64', 'Parent', 185867, ...) called at /usr/share/request-tracker3.8/lib/RT/Attachment_Overlay.pm line 178
        RT::Attachment::Create('RT::Attachment=HASH(0x5664d40)', 'TransactionId', 252488, 'Parent', 185867, 'Attachment', 'MIME::Entity=HASH(0x5743be8)') called at /usr/share/request-tracker3.8/lib/RT/Attachment_Overlay.pm line 158
        RT::Attachment::Create('RT::Attachment=HASH(0x54038a0)', 'TransactionId', 252488, 'Attachment', 'MIME::Entity=HASH(0x5041010)') called at /usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm line 514
        RT::Transaction::_Attach('RT::Transaction=HASH(0x54101e8)', 'MIME::Entity=HASH(0x5041010)') called at /usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm line 154
        RT::Transaction::Create('RT::Transaction=HASH(0x54101e8)', 'ObjectId', 13698, 'ObjectType', 'RT::Ticket', 'TimeTaken', '', 'Type', 'Correspond', ...) called at /usr/share/request-tracker3.8/lib/RT/Record.pm line 1457
        RT::Record::_NewTransaction('RT::Ticket=HASH(0x3f150b8)', 'Type', 'Correspond', 'Data', 'No Subject', 'TimeTaken', '', 'MIMEObj', 'MIME::Entity=HASH(0x5041010)', ...) called at /usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm line 2175
        RT::Ticket::_RecordNote('RT::Ticket=HASH(0x3f150b8)', 'BccMessageTo', '', 'CcMessageTo', '', 'NoteType', 'Correspond', 'TimeTaken', '', ...) called at /usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm line 2087
        RT::Ticket::Correspond('RT::Ticket=HASH(0x3f150b8)', 'BccMessageTo', '', 'CcMessageTo', '', 'MIMEObj', 'MIME::Entity=HASH(0x5041010)', 'TimeTaken', '', ...) called at /usr/share/request-tracker3.8/lib/RT/Interface/Web.pm line 1147
        HTML::Mason::Commands::ProcessUpdateMessage('ARGSRef', 'HASH(0x51fcb78)', 'Actions', 'ARRAY(0x520ac88)', 'TicketObj', 'RT::Ticket=HASH(0x3f150b8)') called at /usr/local/share/request-tracker3.8/html/Ticket/Display.html line 145
        HTML::Mason::Commands::__ANON__('TicketObj', 'RT::Ticket=HASH(0x3f150b8)', 'UpdateCc', '', 'SubmitTicket', 'Anfrage Aktualisieren', 'Status', '', 'QuoteTransaction', ...) called at /usr/share/perl5/HTML/Mason/Component.pm line 135
        HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x5212f48)', 'TicketObj', 'RT::Ticket=HASH(0x3f150b8)', 'UpdateCc', '', 'SubmitTicket', 'Anfrage Aktualisieren', 'Status', '', ...) called at /usr/share/perl5/HTML/Mason/Request.pm line 1302
        eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 1292
        HTML::Mason::Request::comp(undef, undef, 'TicketObj', 'RT::Ticket=HASH(0x3f150b8)', 'UpdateCc', '', 'SubmitTicket', 'Anfrage Aktualisieren', 'Status', ...) called at /usr/share/request-tracker3.8/html/Ticket/Update.html line 261
        HTML::Mason::Commands::__ANON__('UpdateCc', '', 'SubmitTicket', 'Anfrage Aktualisieren', 'Status', '', 'QuoteTransaction', '', 'UpdateBcc', ...) called at /usr/share/perl5/HTML/Mason/Component.pm line 135
        HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x5054f68)', 'UpdateCc', '', 'SubmitTicket', 'Anfrage Aktualisieren', 'Status', '', 'QuoteTransaction', '', ...) called at /usr/share/perl5/HTML/Mason/Request.pm line 1302
        eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 1292
        HTML::Mason::Request::comp(undef, undef, undef, 'UpdateCc', '', 'SubmitTicket', 'Anfrage Aktualisieren', 'Status', '', ...) called at /usr/share/request-tracker3.8/lib/RT/Interface/Web.pm line 320
        RT::Interface::Web::ShowRequestedPage('HASH(0x4f3a358)') called at /usr/share/request-tracker3.8/lib/RT/Interface/Web.pm line 224
        RT::Interface::Web::HandleRequest('HASH(0x4f3a358)') called at /usr/share/request-tracker3.8/html/autohandler line 53
        HTML::Mason::Commands::__ANON__('UpdateCc', '', 'SubmitTicket', 'Anfrage Aktualisieren', 'Status', '', 'QuoteTransaction', '', 'UpdateBcc', ...) called at /usr/share/perl5/HTML/Mason/Component.pm line 135
        HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x4f3a7f0)', 'UpdateCc', '', 'SubmitTicket', 'Anfrage Aktualisieren', 'Status', '', 'QuoteTransaction', '', ...) called at /usr/share/perl5/HTML/Mason/Request.pm line 1297
        eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 1292
        HTML::Mason::Request::comp(undef, undef, undef, 'UpdateCc', '', 'SubmitTicket', 'Anfrage Aktualisieren', 'Status', '', ...) called at /usr/share/perl5/HTML/Mason/Request.pm line 481
        eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 481
        eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 433
        HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x575a4d0)') called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 165
        HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0x575a4d0)') called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 831
        HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x4cc17f8)', 'Apache2::RequestRec=SCALAR(0x5772ad8)') called at /usr/share/request-tracker3.8/libexec/webmux.pl line 166
        eval {...} called at /usr/share/request-tracker3.8/libexec/webmux.pl line 166
        RT::Mason::handler('Apache2::RequestRec=SCALAR(0x5772ad8)') called at -e line 0
        eval {...} called at -e line 0 (/usr/share/perl/5.10/Carp.pm:47)
[Fri Apr 30 09:15:33 2010] [crit]: Attachment insert failed: FEHLER:  ung?ltige Byte-Sequenz f?r Kodierung ?UTF8?: 0xe47369
HINT:  Dieser Fehler kann auch auftreten, wenn die Bytesequenz nicht mit der Kodierung ?bereinstimmt, die der Server erwartet, welche durch ?client_encoding? bestimmt wird. (/usr/share/request-tracker3.8/lib/RT/Attachment_Overlay.pm:191)
[Fri Apr 30 09:15:33 2010] [crit]: Attachment insert failed: FEHLER:  ung?ltige Byte-Sequenz f?r Kodierung ?UTF8?: 0xe47369
HINT:  Dieser Fehler kann auch auftreten, wenn die Bytesequenz nicht mit der Kodierung ?bereinstimmt, die der Server erwartet, welche durch ?client_encoding? bestimmt wird. (/usr/share/request-tracker3.8/lib/RT/Attachment_Overlay.pm:164)
Mit freundlichen Gr??en,
Torben Nehmer
-------
Torben Nehmer
Diplom Informatiker (FH)
Business System Developer
CANCOM Deutschland GmbH
Messerschmittstr. 20
89343 Scheppach
Germany
Tel.: +49 8225 - 996-1118
Fax: +49 8225 - 996-41118
torben.nehmer at cancom.de<mailto:torben.nehmer at cancom.de>
www.cancom.de<http://www.cancom.de>
CANCOM Deutschland GmbH
Sitz der Gesellschaft: Jettingen-Scheppach
HRB 10653 Memmingen
Gesch?ftsf?hrer: Paul Holdschik, Christian Linder
Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschlie?lich f?r den Gebrauch durch den Empf?nger bestimmt!
This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee!

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From elacour at easter-eggs.com  Fri Apr 30 10:06:06 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 30 Apr 2010 16:06:06 +0200
Subject: [rt-users] Too many tickets in queue?
In-Reply-To: <20100407155335.GC29044@bestpractical.com>
References: <5054.1270650286@malison.ait.iastate.edu>
	<20100407155335.GC29044@bestpractical.com>
Message-ID: <20100430140606.GE3197@easter-eggs.com>

On Wed, Apr 07, 2010 at 11:53:35AM -0400, Jesse Vincent wrote:
> 
> 
> 
> The largest RT I know about does between 40,000 and 70,000 tickets per
> day. They do shred historical tickets, lest they end up with tens of
> millions of tickets per year in their production database.
> 

that's really big!

I'm curious is it possible to know which version of RT, which kind of
httpd/db/cgi-perl handler, how many servers?



From jpierce at cambridgeenergyalliance.org  Fri Apr 30 11:24:43 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 30 Apr 2010 11:24:43 -0400
Subject: [rt-users] On correspond send mail to requestor only if
	explicitly selected
In-Reply-To: <4BDA9E88.8040600@ics.muni.cz>
References: <4BDA9E88.8040600@ics.muni.cz>
Message-ID: <u2xbe7163f1004300824id1558295yd77f1fa95655c25@mail.gmail.com>

You want to do the bulk of your messaging as comments, not correspondence.

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


From rmp.dmd1229 at gmail.com  Fri Apr 30 11:30:43 2010
From: rmp.dmd1229 at gmail.com (rmp dmd)
Date: Fri, 30 Apr 2010 11:30:43 -0400
Subject: [rt-users] Reply from client not received by AdminCC
Message-ID: <h2l61d255bb1004300830haf70b8e7j6097aedb1cc89058@mail.gmail.com>

We have 3 persons on AdminCC.

We client replies via email to the ticket, it will be received by the 3
persons' mailbox.

This morning at around 5:00 AM, client replied, only 1 adminCC got the
response.  I tested 10:30 AM. All replies to RT are being received by 3
AdminCC.

Is there time setting when the AdminCC will receive emails from RT?

RT Version is 3.4.5

Thanks!
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From rmp.dmd1229 at gmail.com  Fri Apr 30 12:24:12 2010
From: rmp.dmd1229 at gmail.com (rmp dmd)
Date: Fri, 30 Apr 2010 12:24:12 -0400
Subject: [rt-users] Reply from client not received by AdminCC
In-Reply-To: <h2l61d255bb1004300830haf70b8e7j6097aedb1cc89058@mail.gmail.com>
References: <h2l61d255bb1004300830haf70b8e7j6097aedb1cc89058@mail.gmail.com>
Message-ID: <n2x61d255bb1004300924v62abfd42ibabb11b529e98889@mail.gmail.com>

Just an addition, I found this on RT log. It only send to 1 adminCC.  RT
usually send to 3 adminCCs or sometimes to 2 if, the other is the updating
the ticket.

Why does RT only send to 1?

Time is 4 hour advanced on RT log. The actual time is Fri Apr 30 04:59:59
2010

[Fri Apr 30 08:59:59 2010] [info]: <
rt-3.4.5-30212-1272617998-981.16221-5-0 at data1.echoworx.net> sent To:  Cc
:  Bcc: admin1 at worx.com (/opt/rt3/lib/RT/Action/SendEmail.pm:297)




On Fri, Apr 30, 2010 at 11:30 AM, rmp dmd <rmp.dmd1229 at gmail.com> wrote:

> We have 3 persons on AdminCC.
>
> We client replies via email to the ticket, it will be received by the 3
> persons' mailbox.
>
> This morning at around 5:00 AM, client replied, only 1 adminCC got the
> response.  I tested 10:30 AM. All replies to RT are being received by 3
> AdminCC.
>
> Is there time setting when the AdminCC will receive emails from RT?
>
> RT Version is 3.4.5
>
> Thanks!
>
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From bogey_63 at yahoo.com  Fri Apr 30 12:27:54 2010
From: bogey_63 at yahoo.com (who else)
Date: Fri, 30 Apr 2010 09:27:54 -0700 (PDT)
Subject: [rt-users] merge users(?)
In-Reply-To: <28364420.post@talk.nabble.com>
References: <28151060.post@talk.nabble.com> <4BBB586E.3020603@umanitoba.ca>
	<28154725.post@talk.nabble.com>
	<B8CF6A0DF94F2F4089443B2386DDE66701E56BECE3@NASANEXMB01.na.qualcomm.com>
	<28160576.post@talk.nabble.com> <20100407161232.GE713@jibsheet.com>
	<28167750.post@talk.nabble.com> <28364420.post@talk.nabble.com>
Message-ID: <28414178.post@talk.nabble.com>


Someone, please?

TIA

w_e

who else wrote:
> 
> Well,
> it seems it works.
> 
> BUT:
> 
> I worked it out this way:
> 
>>There is a scrip that can do this:
> 
>>http://wiki.bestpractical.com/view/AddRequestor
> 
>>You create a custom user field called othermail and populate it with the
>>people you want to get the email. All, the other IBMers will be added as
>>requestors whenever one of them requests. We've done this for some
>>supervisors who want to keep an eye on all calls made by their staff.
> 
> Unfortunately this only works for ONE additional othermail but not two. It
> only accepts the first emailadress. Anybody out here, to point me in the
> right direction please, am not a programmer, so i'd appreciate your help.
> 
> Thank you very much.
> 
> w_e
> 
> PS: Besides this it works like a charm ;-)
> 

-- 
View this message in context: http://old.nabble.com/merge-users%28-%29-tp28151060p28414178.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From kfcrocker at lbl.gov  Fri Apr 30 12:34:17 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 30 Apr 2010 09:34:17 -0700
Subject: [rt-users] merge users(?)
In-Reply-To: <28414178.post@talk.nabble.com>
References: <28151060.post@talk.nabble.com> <4BBB586E.3020603@umanitoba.ca>
	<28154725.post@talk.nabble.com>
	<B8CF6A0DF94F2F4089443B2386DDE66701E56BECE3@NASANEXMB01.na.qualcomm.com>
	<28160576.post@talk.nabble.com> <20100407161232.GE713@jibsheet.com>
	<28167750.post@talk.nabble.com> <28364420.post@talk.nabble.com>
	<28414178.post@talk.nabble.com>
Message-ID: <p2pe9f825501004300934v72f73b56k281b430bf5af947f@mail.gmail.com>

Bogey,

Did you consider just making the extra Users Cc's on the Ticket? Then all
you would have to do is make sure there was a notification scrip for Cc's on
whatever. We have a scrip that will "Add a Ticket CC" for all Cc's on an
email when a ticket is *created* *or* *on correspondence.* That way, you
don't have to have a CF and monitor/maintain it. I think it simpler.

Kenn
LBNL

On Fri, Apr 30, 2010 at 9:27 AM, who else <bogey_63 at yahoo.com> wrote:

>
> Someone, please?
>
> TIA
>
> w_e
>
> who else wrote:
> >
> > Well,
> > it seems it works.
> >
> > BUT:
> >
> > I worked it out this way:
> >
> >>There is a scrip that can do this:
> >
> >>http://wiki.bestpractical.com/view/AddRequestor
> >
> >>You create a custom user field called othermail and populate it with the
> >>people you want to get the email. All, the other IBMers will be added as
> >>requestors whenever one of them requests. We've done this for some
> >>supervisors who want to keep an eye on all calls made by their staff.
> >
> > Unfortunately this only works for ONE additional othermail but not two.
> It
> > only accepts the first emailadress. Anybody out here, to point me in the
> > right direction please, am not a programmer, so i'd appreciate your help.
> >
> > Thank you very much.
> >
> > w_e
> >
> > PS: Besides this it works like a charm ;-)
> >
>
> --
> View this message in context:
> http://old.nabble.com/merge-users%28-%29-tp28151060p28414178.html
> Sent from the Request Tracker - User mailing list archive at Nabble.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 jodie.gambill at gmail.com  Fri Apr 30 14:19:20 2010
From: jodie.gambill at gmail.com (jodie gambill)
Date: Fri, 30 Apr 2010 13:19:20 -0500
Subject: [rt-users] Reply from client not received by AdminCC
In-Reply-To: <h2l61d255bb1004300830haf70b8e7j6097aedb1cc89058@mail.gmail.com>
References: <h2l61d255bb1004300830haf70b8e7j6097aedb1cc89058@mail.gmail.com>
Message-ID: <n2mb267bcb81004301119pbed355ccib554c41aa6576d4f@mail.gmail.com>

Are you sure the client retained the RT system email address in their reply,
and didn't change that email to be your 1 AdminCc who got the reply?  Does
the ticket display page in RT show that an outgoing email was recorded to
that 1 AdminCc?
-Jodie

On Fri, Apr 30, 2010 at 10:30 AM, rmp dmd <rmp.dmd1229 at gmail.com> wrote:

> We have 3 persons on AdminCC.
>
> We client replies via email to the ticket, it will be received by the 3
> persons' mailbox.
>
> This morning at around 5:00 AM, client replied, only 1 adminCC got the
> response.  I tested 10:30 AM. All replies to RT are being received by 3
> AdminCC.
>
> Is there time setting when the AdminCC will receive emails from RT?
>
> RT Version is 3.4.5
>
> Thanks!
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From kfcrocker at lbl.gov  Fri Apr 30 15:13:17 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 30 Apr 2010 12:13:17 -0700
Subject: [rt-users] On Comment Notify AdminCcs as Comment Unless Resolved
In-Reply-To: <v2y37016e121004291959l879bd467qcf73a9c0e85c37d8@mail.gmail.com>
References: <v2y37016e121004291959l879bd467qcf73a9c0e85c37d8@mail.gmail.com>
Message-ID: <g2pe9f825501004301213t3beb280pbb2d12e35382d350@mail.gmail.com>

Bill,

Why not just edit your "resolved" template to just include certain ticket
info and no comments?

Kenn
LBNL

On Thu, Apr 29, 2010 at 7:59 PM, Bill Galeckas <bill93 at gmail.com> wrote:

> Hello,
>
> I've been banging my head on this for days... searched the lists high and
> low... and I finally give up.
>
> Here's what I'm trying to do:
>
> I'd like to have the final "resolve comment" not be sent out. However, I
> don't want to break the built-in functionality of the "On Comment Notify
> AdminCcs as Comment".
>
> Basically, I need a "On Comment Notify AdminCcs as Comment Unless
> Resolved".
>
> I have two custom scrips that will notify the Owner and Requestor already.
> (I use the method shown here:
> http://www.gossamer-threads.com/lists/rt/users/68726#68726 to pull the
> final comment into the email to the Requestor.)
>
> I know this is probably just a matter of setting a custom condition... but
> I just can't seem to get the syntax right! (I've tried pretty much every
> combination I can think of, using this:
> http://wiki.bestpractical.com/view/CustomConditionSnippets and RT
> Essentials as a guide.) I feel like I'm close... but I'm just missing that
> one little thing...
>
> My best guess:
>
> Description: On Comment Notify AdminCcs as Comment Unless Resolved
> Condition: User Defined
> Action:Notify AdminCcs as Comment
> Template: Global Template: Admin Comment
> Stage: TransactionCreate
>
> Custom Condition:
> if ( $self->TransactionObj->Type eq "Comment"
>      && $self->TransactionObj->Field eq "Status"
>      && $self->TransactionObj->NewValue eq "resolved" )
> {
> return 0;
> } else {
> return 1;
> }
>
> Oh, mighty RT guru's... can someone help a guy out?
>
> Thanks,
> Bill
>
>
> 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 jpierce at cambridgeenergyalliance.org  Fri Apr 30 15:17:46 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 30 Apr 2010 15:17:46 -0400
Subject: [rt-users] On Comment Notify AdminCcs as Comment Unless Resolved
In-Reply-To: <g2pe9f825501004301213t3beb280pbb2d12e35382d350@mail.gmail.com>
References: <v2y37016e121004291959l879bd467qcf73a9c0e85c37d8@mail.gmail.com>
	<g2pe9f825501004301213t3beb280pbb2d12e35382d350@mail.gmail.com>
Message-ID: <t2rbe7163f1004301217me123b721q194eb02ea13bad9b@mail.gmail.com>

A blank/null template will have the effect of no email being sent.

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