From jarno.huuskonen at uef.fi Mon Feb 1 01:31:27 2010 From: jarno.huuskonen at uef.fi (Jarno Huuskonen) Date: Mon, 1 Feb 2010 08:31:27 +0200 Subject: [rt-users] Creating Group and giving Rights. In-Reply-To: References: Message-ID: <20100201063126.GB29867@lossi76.uku.fi> Hi, > On Friday, 29. January 2010 13:15:37 JJussi wrote: > Hi to list, > (I'm not very good Perl programmer, so this question may be (too) simple) > > I can create group easily: > > my $group = new RT::Group($RT::SystemUser); > my $gid = $group->CreateUserDefinedGroup( > Name => $vars{nimi}, > Description => $vars{kuvaus}, > ); > > To give rights to that group I (try) to use: > > my @gacl=('ShowTicket','CreateTicket','SeeQueue','ReplyToTicket'); > my $principal = new RT::Principal($RT::SystemUser); > my $pid = $principal->Create( > PrincipalType => 'Group', > ObjectId => $gid, > Disabled => '0', > ); > > foreach (@gacl) > { > $xxx->GrandRight( Right => $_, Object => $gid); > } > > That $xxx is problem.. I need Principal-Object there, but > CreateUserDefinedGroup returns GroupID. How I can get that Object? What are you trying to achieve ? Are you trying to give the new group permissions to some queueu ? Something like this works for me: my $queue = RT::Queue->new($RT::SystemUser); $queue->Load($queuename); foreach my $tmp_right (@group_rights) { my ($status, $msg) = $group->PrincipalObj->GrantRight( Right => $tmp_right, Object => $queue); } -- Jarno Huuskonen From rt-users at jjussi.com Mon Feb 1 03:08:35 2010 From: rt-users at jjussi.com (JJussi) Date: Mon, 1 Feb 2010 10:08:35 +0200 Subject: [rt-users] Creating Group and giving Rights. In-Reply-To: <20100201063126.GB29867@lossi76.uku.fi> References: <20100201063126.GB29867@lossi76.uku.fi> Message-ID: <201002011008.35480.rt-users@jjussi.com> On Monday, 1. Februaryta 2010 08:31:27 Jarno Huuskonen wrote: > Hi, > > > On Friday, 29. January 2010 13:15:37 JJussi wrote: > > Hi to list, > > (I'm not very good Perl programmer, so this question may be (too) simple) > > > > I can create group easily: > > > > my $group = new RT::Group($RT::SystemUser); > > my $gid = $group->CreateUserDefinedGroup( > > Name => $vars{nimi}, > > Description => $vars{kuvaus}, > > ); > > > > To give rights to that group I (try) to use: > > > > my @gacl=('ShowTicket','CreateTicket','SeeQueue','ReplyToTicket'); > > my $principal = new RT::Principal($RT::SystemUser); > > my $pid = $principal->Create( > > PrincipalType => 'Group', > > ObjectId => $gid, > > Disabled => '0', > > ); > > > > foreach (@gacl) > > { > > $xxx->GrandRight( Right => $_, Object => $gid); > > } > > > > That $xxx is problem.. I need Principal-Object there, but > > CreateUserDefinedGroup returns GroupID. How I can get that Object? > > What are you trying to achieve ? Are you trying to give the new group > permissions to some queueu ? Situation, where queue have group-rights. So, at ACL -table we get one line per every right.. *principaltype = "Group" *principalid = Groups-id *rightname = ... ReplyToTicket *objecttype = "RT:Queue" *objectid = ... > > Something like this works for me: > > my $queue = RT::Queue->new($RT::SystemUser); > $queue->Load($queuename); > > foreach my $tmp_right (@group_rights) { > my ($status, $msg) = $group->PrincipalObj->GrantRight( > Right => $tmp_right, > Object => $queue); > > } > This didn't work.. What ever I try to do, I get: RT::Principal::GrandRight Unimplemented in main. -- JJussi -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Mon Feb 1 11:31:59 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Mon, 01 Feb 2010 08:31:59 -0800 Subject: [rt-users] Re quest Tracker Feasibility In-Reply-To: <27378895.post@talk.nabble.com> References: <27378895.post@talk.nabble.com> Message-ID: <4B6701FF.6090904@lbl.gov> Spandy, We converted a set of legacy Oracle tables into flatfiles and then create our history of ticket in RT with another perl program we ran. I put those programs (or the last one, at least) into the RT Wiki. Check there. Obviously, you would need to change field names, input format, etc, but you would basically have a program to use. Good Luck. Kenn LBNL On 1/29/2010 2:06 PM, spandey wrote: > Hi, > > We are currently using Jitterbug for email tracking system and would like to > migrate to Request Tracker. I have been doing research for the same on the > web. > > Jitterbug produces flat files for each of the records that is sent. So our > main concern is the migration of our legacy data in form of Flat files to > RT. I know that there are modules like "ConvertLegacyToRt" that have been > built. We were however wondering whether it would be feasible as we have > probably around 20,000+ flatfiles from our jitterbug records. > > Any help and insights would be greatly appreciated. > > Thanks!! > From kfcrocker at lbl.gov Mon Feb 1 11:33:43 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Mon, 01 Feb 2010 08:33:43 -0800 Subject: [rt-users] Creating Group and giving Rights. In-Reply-To: <201001302209.43993.rt-users@jjussi.com> References: <201001291315.37762.rt-users@jjussi.com> <201001302209.43993.rt-users@jjussi.com> Message-ID: <4B670267.5040701@lbl.gov> JJussi, I use the WebUI. It's waaaaaaaay easier. The programming is already done, so why re-create the same wheel? Kenn LBNL On 1/30/2010 12:09 PM, JJussi wrote: > Hi list! > > What, nowbody have any good answers. To how I, can give rights to just created > group.. > And I thought that I'm poor programmer... > > On Friday, 29. Januaryta 2010 13:15:37 JJussi wrote: > >> Hi to list, >> (I'm not very good Perl programmer, so this question may be (too) simple) >> >> I can create group easily: >> >> my $group = new RT::Group($RT::SystemUser); >> my $gid = $group->CreateUserDefinedGroup( >> Name => $vars{nimi}, >> Description => $vars{kuvaus}, >> ); >> >> To give rights to that group I (try) to use: >> >> my @gacl=('ShowTicket','CreateTicket','SeeQueue','ReplyToTicket'); >> my $principal = new RT::Principal($RT::SystemUser); >> my $pid = $principal->Create( >> PrincipalType => 'Group', >> ObjectId => $gid, >> Disabled => '0', >> ); >> >> foreach (@gacl) >> { >> $xxx->GrandRight( Right => $_, Object => $gid); >> } >> >> That $xxx is problem.. I need Principal-Object there, but >> CreateUserDefinedGroup returns GroupID. How I can get that Object? >> >> > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From robert.grasso+nv at cedrat.com Mon Feb 1 12:04:06 2010 From: robert.grasso+nv at cedrat.com (Robert Grasso) Date: Mon, 1 Feb 2010 18:04:06 +0100 Subject: [rt-users] WYSIWYG composer height not considered ? In-Reply-To: <20100130021358.GK737@jibsheet.com> References: <20100130021358.GK737@jibsheet.com> Message-ID: > -----Message d'origine----- > De : rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] De la part > de Kevin Falcone > Envoy? : 30 janvier 2010 03:14 > ? : rt-users at lists.bestpractical.com > Objet : Re: [rt-users] WYSIWYG composer height not considered ? > > On Fri, Jan 29, 2010 at 06:02:34PM +0100, Robert Grasso wrote: > > > > I am setting up RT 3.8.7 on CentOS 5.4. It works correctly > so far. There seems to be a small problem : if I enable the FCKeditor, > > and if I change the "WYSIWYG composer height" in some user > preferences, this customized height does not seem to be taken into > > account; I have to change the value in RT_SiteConfig.pm to > change the editor height : does anybody have a hint or a fix > about that ? > > Mmm, that looks like a mistake in the way the Config setting was > fetched. See if the patch in 1184796936893d69a04400b819e0756eeec25d55 > fixes it for you. > > -kevin > This fixed the issue ! Thank you ! Robert From jarno.huuskonen at uef.fi Mon Feb 1 12:42:19 2010 From: jarno.huuskonen at uef.fi (Jarno Huuskonen) Date: Mon, 1 Feb 2010 19:42:19 +0200 Subject: [rt-users] Creating Group and giving Rights. In-Reply-To: References: Message-ID: <20100201174219.GA30573@lossi76.uku.fi> > > Something like this works for me: > > > > my $queue = RT::Queue->new($RT::SystemUser); > > $queue->Load($queuename); > > > > foreach my $tmp_right (@group_rights) { > > my ($status, $msg) = $group->PrincipalObj->GrantRight( > > Right => $tmp_right, > > Object => $queue); > > > > } > > > > This didn't work.. What ever I try to do, I get: RT::Principal::GrandRight > Unimplemented in main. Have you tried getting the $group with something like this: my $group = RT::Group->new($RT::SystemUser); $group->LoadUserDefinedGroup($groupname); if (! $group->id) { die qq([ERROR] group "$groupname" not found\n); } BTW I've created groups with this: my $newgrp = RT::Group->new($RT::SystemUser); my ($status, $msg) = $newgrp->_Create( Name => $groupname, Description => 'description here', Domain => 'UserDefined', Type => '', Instance => 0, ); -Jarno -- Jarno Huuskonen From JoopvandeWege at mococo.nl Mon Feb 1 12:44:55 2010 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Mon, 01 Feb 2010 18:44:55 +0100 Subject: [rt-users] Creating Group and giving Rights. In-Reply-To: <4B670267.5040701@lbl.gov> References: <201001291315.37762.rt-users@jjussi.com> <201001302209.43993.rt-users@jjussi.com> <4B670267.5040701@lbl.gov> Message-ID: <4B671317.7030803@mococo.nl> Ken Crocker wrote: > JJussi, > > I use the WebUI. It's waaaaaaaay easier. The programming is already > done, so why re-create the same wheel? Well, ever tried to change a couple of hundred users and/or groups that way ;-) I wrote a script which sets rights on groups/queues/global. Will try to dig it up and post to the wiki, even its a bit rough. Regards, Joop From kfcrocker at lbl.gov Mon Feb 1 13:11:39 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Mon, 01 Feb 2010 10:11:39 -0800 Subject: [rt-users] RT Query question Message-ID: <4B67195B.7040908@lbl.gov> To all, I want to modify the way dates are displayed when I run a query, especially since I want to download the info to a spreadsheet. I just want the date, no time, no day-of-week, etc. I just want it to show "dd/mm/yyyy". Is there some way to do this in advanced or some way to select it differently? I hope someone has an answer cause this is a real pain for me. Thanks. Kenn LBNL From kfcrocker at lbl.gov Mon Feb 1 13:58:18 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Mon, 01 Feb 2010 10:58:18 -0800 Subject: [rt-users] RT 3.8.7 Support Queues question Message-ID: <4B67244A.3050603@lbl.gov> To list, In 3.6.4, whenever I selected a queue from "My Support Queue" list, it would show the active tickets in that queue. From there, I could select a ticket numer in that list and it would take me to that ticket display. I can no longer select a ticket from that list. Am I missing a provolege or something? I'm a "SuperUSer". Kenn LBNL From kfcrocker at lbl.gov Mon Feb 1 14:45:31 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Mon, 01 Feb 2010 11:45:31 -0800 Subject: [rt-users] PErl question for RT Status values Message-ID: <4B672F5B.3030400@lbl.gov> To list, In the past (3.6.4) I was able to add a couple values for my @active ticket statuses by modifying the RT_SiteCOnfig.pm values thus: @ActiveStatus = ('new', 'open', 'pending QA', 'QA approvd', 'stalled') unless @ActiveStatus; Now, with the more stringent syntax, I have this: Set(@ActiveStatus, (qw(''new' 'open' 'pending QA' 'QA approvd' 'stalled'))); The problem is that the single quotes end up as part of the value. I can't just remove them because I need to protect the integreity of two values that include an embedded space ('pending QA' and 'QA approvd'). I'm only a perl newbie, so I'm not sure how to get around this problem. Can anyone out there show me the correct syntax to add my two status values and keep the integrity of the embedded space? Thanks. Kenn LBNL From JoopvandeWege at mococo.nl Mon Feb 1 15:15:46 2010 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Mon, 01 Feb 2010 21:15:46 +0100 Subject: [rt-users] PErl question for RT Status values In-Reply-To: <4B672F5B.3030400@lbl.gov> References: <4B672F5B.3030400@lbl.gov> Message-ID: <4B673672.3050204@mococo.nl> Ken Crocker wrote: > To list, > > In the past (3.6.4) I was able to add a couple values for my @active > ticket statuses by modifying the RT_SiteCOnfig.pm values thus: > > @ActiveStatus = ('new', 'open', 'pending QA', 'QA approvd', 'stalled') > unless @ActiveStatus; > > Now, with the more stringent syntax, I have this: > > Set(@ActiveStatus, (qw(''new' 'open' 'pending QA' 'QA approvd' 'stalled'))); > > The problem is that the single quotes end up as part of the value. I > can't just remove them because I need to protect the integreity of two > values that include an embedded space ('pending QA' and 'QA approvd'). Did you try to use double quotes?, like Set(@ActiveStatus, (qw("'new' 'open' 'pending QA' 'QA approvd' 'stalled'"))); Regards, Joop From kfcrocker at lbl.gov Mon Feb 1 15:23:41 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Mon, 01 Feb 2010 12:23:41 -0800 Subject: [rt-users] PErl question for RT Status values In-Reply-To: <4B673672.3050204@mococo.nl> References: <4B672F5B.3030400@lbl.gov> <4B673672.3050204@mococo.nl> Message-ID: <4B67384D.4050909@lbl.gov> Joop, No. I waslooking thru _Perl for Dummies_ and _Learning Perl_ and coul;dn't find any reference for the "set" command". I'll try that now. Thanks. Kenn LBNL On 2/1/2010 12:15 PM, Joop van de Wege wrote: > Ken Crocker wrote: >> To list, >> >> In the past (3.6.4) I was able to add a couple values for my @active >> ticket statuses by modifying the RT_SiteCOnfig.pm values thus: >> >> @ActiveStatus = ('new', 'open', 'pending QA', 'QA approvd', >> 'stalled') unless @ActiveStatus; >> >> Now, with the more stringent syntax, I have this: >> >> Set(@ActiveStatus, (qw(''new' 'open' 'pending QA' 'QA approvd' >> 'stalled'))); >> >> The problem is that the single quotes end up as part of the value. I >> can't just remove them because I need to protect the integreity of >> two values that include an embedded space ('pending QA' and 'QA >> approvd'). > Did you try to use double quotes?, like > Set(@ActiveStatus, (qw("'new' 'open' 'pending QA' 'QA approvd' > 'stalled'"))); > > > Regards, > > Joop > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Mon Feb 1 15:30:22 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Mon, 01 Feb 2010 12:30:22 -0800 Subject: [rt-users] PErl question for RT Status values In-Reply-To: <4B673672.3050204@mococo.nl> References: <4B672F5B.3030400@lbl.gov> <4B673672.3050204@mococo.nl> Message-ID: <4B6739DE.1060702@lbl.gov> Joop, Nope. Didn't work. It looks like once I code "Set", it takes everything inside theinner paranthesis literally. I suppose I /*COULD*/ go into RT_Config and change it back to the old syntax so my override in RT_SiteConfig would work. But I don't like that because I like to think of RT_Config as untouchable. A "local" version won't work either. I found it rather frustrating that there was no reference to the "Set" command in either of the books I looked at. I'll try google next. Kenn LBNL On 2/1/2010 12:15 PM, Joop van de Wege wrote: > Ken Crocker wrote: > >> To list, >> >> In the past (3.6.4) I was able to add a couple values for my @active >> ticket statuses by modifying the RT_SiteCOnfig.pm values thus: >> >> @ActiveStatus = ('new', 'open', 'pending QA', 'QA approvd', 'stalled') >> unless @ActiveStatus; >> >> Now, with the more stringent syntax, I have this: >> >> Set(@ActiveStatus, (qw(''new' 'open' 'pending QA' 'QA approvd' 'stalled'))); >> >> The problem is that the single quotes end up as part of the value. I >> can't just remove them because I need to protect the integreity of two >> values that include an embedded space ('pending QA' and 'QA approvd'). >> > Did you try to use double quotes?, like > Set(@ActiveStatus, (qw("'new' 'open' 'pending QA' 'QA approvd' > 'stalled'"))); > > > Regards, > > Joop > > _______________________________________________ > 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 > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Feb 1 15:46:54 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 1 Feb 2010 15:46:54 -0500 Subject: [rt-users] PErl question for RT Status values In-Reply-To: <4B672F5B.3030400@lbl.gov> References: <4B672F5B.3030400@lbl.gov> Message-ID: <20100201204654.GL737@jibsheet.com> On Mon, Feb 01, 2010 at 11:45:31AM -0800, Ken Crocker wrote: > To list, > > In the past (3.6.4) I was able to add a couple values for my @active > ticket statuses by modifying the RT_SiteCOnfig.pm values thus: > > @ActiveStatus = ('new', 'open', 'pending QA', 'QA approvd', 'stalled') > unless @ActiveStatus; > > Now, with the more stringent syntax, I have this: > > Set(@ActiveStatus, (qw(''new' 'open' 'pending QA' 'QA approvd' 'stalled'))); perldoc -f qw will tell you more about what it does (and why it is huring yout) Just do Set(@ActiveStatus, ('new', 'open', 'pending QA', 'QA approvd', 'stalled')); -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From javoskam at uwaterloo.ca Mon Feb 1 15:50:52 2010 From: javoskam at uwaterloo.ca (Jeff Voskamp) Date: Mon, 01 Feb 2010 15:50:52 -0500 Subject: [rt-users] PErl question for RT Status values In-Reply-To: <4B672F5B.3030400@lbl.gov> References: <4B672F5B.3030400@lbl.gov> Message-ID: <4B673EAC.8020404@uwaterloo.ca> On 02/01/2010 02:45 PM, Ken Crocker wrote: > To list, > > In the past (3.6.4) I was able to add a couple values for my @active > ticket statuses by modifying the RT_SiteCOnfig.pm values thus: > > @ActiveStatus = ('new', 'open', 'pending QA', 'QA approvd', 'stalled') > unless @ActiveStatus; > > Now, with the more stringent syntax, I have this: > > Set(@ActiveStatus, (qw(''new' 'open' 'pending QA' 'QA approvd' 'stalled'))); > > The problem is that the single quotes end up as part of the value. I > can't just remove them because I need to protect the integreity of two > values that include an embedded space ('pending QA' and 'QA approvd'). > > I'm only a perl newbie, so I'm not sure how to get around this problem. > Can anyone out there show me the correct syntax to add my two status > values and keep the integrity of the embedded space? > > Thanks. > > Kenn > LBNL > Try Set( @ActiveStatus, ('new', 'open', 'pending QA', 'QA approvd', 'stalled')); You can use quotes or qw, but not both. Jeff From kfcrocker at lbl.gov Mon Feb 1 16:50:27 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Mon, 01 Feb 2010 13:50:27 -0800 Subject: [rt-users] PErl question for RT Status values In-Reply-To: <4B673EAC.8020404@uwaterloo.ca> References: <4B672F5B.3030400@lbl.gov> <4B673EAC.8020404@uwaterloo.ca> Message-ID: <4B674CA3.3060503@lbl.gov> Jeff, AAAHHH! Thanks. Kenn LBNL On 2/1/2010 12:50 PM, Jeff Voskamp wrote: > On 02/01/2010 02:45 PM, Ken Crocker wrote: > >> To list, >> >> In the past (3.6.4) I was able to add a couple values for my @active >> ticket statuses by modifying the RT_SiteCOnfig.pm values thus: >> >> @ActiveStatus = ('new', 'open', 'pending QA', 'QA approvd', 'stalled') >> unless @ActiveStatus; >> >> Now, with the more stringent syntax, I have this: >> >> Set(@ActiveStatus, (qw(''new' 'open' 'pending QA' 'QA approvd' 'stalled'))); >> >> The problem is that the single quotes end up as part of the value. I >> can't just remove them because I need to protect the integreity of two >> values that include an embedded space ('pending QA' and 'QA approvd'). >> >> I'm only a perl newbie, so I'm not sure how to get around this problem. >> Can anyone out there show me the correct syntax to add my two status >> values and keep the integrity of the embedded space? >> >> Thanks. >> >> Kenn >> LBNL >> >> > Try > Set( @ActiveStatus, ('new', 'open', 'pending QA', 'QA approvd', 'stalled')); > > You can use quotes or qw, but not both. > > Jeff > _______________________________________________ > 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 > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Mon Feb 1 16:50:48 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Mon, 01 Feb 2010 13:50:48 -0800 Subject: [rt-users] PErl question for RT Status values In-Reply-To: <20100201204654.GL737@jibsheet.com> References: <4B672F5B.3030400@lbl.gov> <20100201204654.GL737@jibsheet.com> Message-ID: <4B674CB8.9080504@lbl.gov> Kevin, Thanks. Kenn LBNL On 2/1/2010 12:46 PM, Kevin Falcone wrote: > On Mon, Feb 01, 2010 at 11:45:31AM -0800, Ken Crocker wrote: > >> To list, >> >> In the past (3.6.4) I was able to add a couple values for my @active >> ticket statuses by modifying the RT_SiteCOnfig.pm values thus: >> >> @ActiveStatus = ('new', 'open', 'pending QA', 'QA approvd', 'stalled') >> unless @ActiveStatus; >> >> Now, with the more stringent syntax, I have this: >> >> Set(@ActiveStatus, (qw(''new' 'open' 'pending QA' 'QA approvd' 'stalled'))); >> > > perldoc -f qw will tell you more about what it does (and why it is > huring yout) > > Just do > > Set(@ActiveStatus, ('new', 'open', 'pending QA', 'QA approvd', 'stalled')); > > -kevin > > > ------------------------------------------------------------------------ > > _______________________________________________ > 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From rtusers-20090205 at billmail.scconsult.com Tue Feb 2 00:15:46 2010 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Tue, 02 Feb 2010 00:15:46 -0500 Subject: [rt-users] RT not sending email In-Reply-To: <27358540.post@talk.nabble.com> References: <4974783E.6020709@gmx.com> <27358540.post@talk.nabble.com> Message-ID: <4B67B502.5@billmail.scconsult.com> Jonathan Rummel wrote, On 1/28/10 11:51 AM: > > Hi Andreas, > > I am currently having this same problem. Did you ever figure it out? > > Thanks so much! > Jonathan > > > Andreas Heinlein-2 wrote: >> >> Hello, >> >> I need your help debugging RTs mail system. >> >> I have had RT send emails successfully when replying to or creating new >> tickets. As such, the mail system is working. I have fiddled with the >> global scrips to invoke some more mails, i.e. on owner change. But now >> somehow, RT does not send any mail at all. >> >> I am not sure if this has to do with the scrips at all. In any case, >> when you reply to a ticket, no recipients are shown at the bottom (Below >> "...mail will be sent to the following users..."), and no mail is sent >> on reply. Dito when entering someone as Cc: or AdminCc: for a ticket, >> both for the whole ticket and one-time when replying. In all cases, RT >> claims "Outgoing message recorded" after saving changes, but the ticket >> display does not show any outgoing mail (I have the "ShowOutgoingMail" >> right). >> >> From the mail server logs I can see that no attempt to send mail is >> done. From syslog, I see "RT::User::CanonicalizeEmailAddress called with >> "" from RT::Ticket". I checked the user account settings, and alle users >> have valid working mail addresses associated with them. Likely root causes when you've 'fiddled' with a scrip that is now failing to send mail is an error in the scrip or in the mail template that it uses, if you've changed that as well. In either case you can get an error logged that may well be technically correct, but isn't obviously indicative of the real flaw. In this case, the fact that CanonicalizeEmailAddress is being called with an empty string as an argument may not indicate that an actual user record lacks an address, but rather that the scrip or template has mangled the email address in a User object, perhaps by something as simple as using '=' somewhere that '==' was intended. From rtusers-20090205 at billmail.scconsult.com Tue Feb 2 00:49:46 2010 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Tue, 02 Feb 2010 00:49:46 -0500 Subject: [rt-users] Asset Tracker on a new install of RT In-Reply-To: <7bee9a771001281111t5f00c6e3k92fe2ee2b689259@mail.gmail.com> References: <7bee9a771001281111t5f00c6e3k92fe2ee2b689259@mail.gmail.com> Message-ID: <4B67BCFA.8050807@billmail.scconsult.com> Brenner, Martin wrote, On 1/28/10 2:11 PM: > We have an old instillation of RT 3.4.2, but it was a VM given to us > many years ago and there are things broken on the underlying Debian. So, > instead of working hard to fix everything and then upgrade, we decided > to start from scratch and build a new VM. > > I got 3.8.7 up and running on an Ubuntu 9.04 "box" with the LDAP add-on > working. We really need something that handles our inventory integrated > into our ticketing system, so we were going to try AssetTracker out. > > From some of the posts on the AT google site, it sounds like only > 1.2.4b1 works with RT 3.8.x. got it downloaded and configured (we didn't > do the patch mentioned in the README since posts I saw said it wan't > needed) but when we try make install, we get the following error: > > [crit]: Can't locate object method "ACLEquivalenceObjects" via package > "RTx::AssetTracker::System" at /opt/rt3/lib/RT/Principal_Overlay.pm line > 327, line 323. (/opt/rt3/lib/RT.pm:379) > Can't locate object method "ACLEquivalenceObjects" via package > "RTx::AssetTracker::System" at /opt/rt3/lib/RT/Principal_Overlay.pm line > 327, line 323. > > The only similar thing I found about this was in the archives for this > list saying to add to > > sub ACLEquivalenceObjects { return () } > > to > /opt/rt3/local/lib/RTx/AssetTracker/System.pm ( actually /opt/rt3/lib/RTx/AssetTracker/System.pm on our system) > > and restart apache. > > Did this and no luck. I'm out of my depth here, so any help would be appreciated. Did you clear the Mason object cache as well? If you don't have DevelMode set, there is a cache under /opt/rt3/var/mason_data/obj/ that is populated with sub-assemblies of RT pages that are reusable by Mason for as long as the code they use isn't changed. That cache is great for making RT faster, but there's no validity checking: if you change code in an existing RT file you have to remove any cache files that were built using the old code before the changes are actually used. From rt-users at jjussi.com Tue Feb 2 03:39:19 2010 From: rt-users at jjussi.com (JJussi) Date: Tue, 2 Feb 2010 10:39:19 +0200 Subject: [rt-users] Creating Group and giving Rights. In-Reply-To: <4B671317.7030803@mococo.nl> References: <201001291315.37762.rt-users@jjussi.com> <4B670267.5040701@lbl.gov> <4B671317.7030803@mococo.nl> Message-ID: <201002021039.19603.rt-users@jjussi.com> Hi! Is there somewhere document what would tell what are correlations between database tables and information there? f.ex. Principals vs. ACL. Both have PrincipalType and PrincipalId (ACL have PrincipalId and Principals have id/ObjectId). Or do I need to read thru all source codes and collect information from there.. Because reading source codes, I notice that some functions what I need (to change or extract information) are missing. On Monday, 1. Februaryta 2010 19:44:55 Joop van de Wege wrote: > Ken Crocker wrote: > > JJussi, > > > > I use the WebUI. It's waaaaaaaay easier. The programming is already > > done, so why re-create the same wheel? > > Well, ever tried to change a couple of hundred users and/or groups that > way ;-) > > I wrote a script which sets rights on groups/queues/global. Will try to > dig it up and post to the wiki, even its a bit rough. > > Regards, > > Joop > -- JJussi From dominic.hargreaves at oucs.ox.ac.uk Tue Feb 2 03:48:47 2010 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Tue, 2 Feb 2010 08:48:47 +0000 Subject: [rt-users] Creating Group and giving Rights. In-Reply-To: <201002021039.19603.rt-users@jjussi.com> References: <201001291315.37762.rt-users@jjussi.com> <4B670267.5040701@lbl.gov> <4B671317.7030803@mococo.nl> <201002021039.19603.rt-users@jjussi.com> Message-ID: <20100202084844.GB3797@gunboat-diplomat.oucs.ox.ac.uk> On Tue, Feb 02, 2010 at 10:39:19AM +0200, JJussi wrote: > Because reading source codes, I notice that some functions what I need (to > change or extract information) are missing. One stumbling block is that most of the useful methods for the Foo object are all in files named Foo_Overlay.pm; Foo.pm contains (approximately) just the stub code generated by DBIx::SearchBuilder describing the schema. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: Digital signature URL: From bertignac at gmail.com Tue Feb 2 06:59:23 2010 From: bertignac at gmail.com (L B) Date: Tue, 2 Feb 2010 12:59:23 +0100 Subject: [rt-users] Grant resolve right to requestors Message-ID: Hi, Is it possible to grant the resolve right (only) to requestors ? I want to allow self service users to create tickets, reply to tickets, and resolve them. I'm afraid I need ModifyTicket right, and I don't want to allow requestors to change rights to something else (especially deleted). Thanks, -- L.B. From torsten.brumm at Kuehne-Nagel.com Tue Feb 2 07:11:29 2010 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Tue, 2 Feb 2010 13:11:29 +0100 Subject: [rt-users] Grant resolve right to requestors Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F93664@w3hamboex11.ger.win.int.kn> Hi, Sure just grant the resolve right only to pseudo group requestors 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 An: rt-users Gesendet: Tue Feb 02 12:59:23 2010 Betreff: [rt-users] Grant resolve right to requestors Hi, Is it possible to grant the resolve right (only) to requestors ? I want to allow self service users to create tickets, reply to tickets, and resolve them. I'm afraid I need ModifyTicket right, and I don't want to allow requestors to change rights to something else (especially deleted). Thanks, -- L.B. _______________________________________________ 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From daniel.melo at serpro.gov.br Tue Feb 2 09:37:17 2010 From: daniel.melo at serpro.gov.br (Daniel Araujo Melo) Date: Tue, 2 Feb 2010 12:37:17 -0200 Subject: [rt-users] pt_BR message templates translation Message-ID: An HTML attachment was scrubbed... URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: intitialdata_po_entries.txt URL: From daniel.melo at serpro.gov.br Tue Feb 2 09:37:32 2010 From: daniel.melo at serpro.gov.br (Daniel Araujo Melo) Date: Tue, 2 Feb 2010 12:37:32 -0200 Subject: [rt-users] pt_BR message templates translation Message-ID: <0051edc4d127f084e52f529e8daac77d@10.30.202.67> An HTML attachment was scrubbed... URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: intitialdata_po_entries.txt URL: From Simon.Dray at antplc.com Tue Feb 2 09:40:59 2010 From: Simon.Dray at antplc.com (Simon Dray) Date: Tue, 2 Feb 2010 14:40:59 +0000 Subject: [rt-users] Help Changing the background colour of Dashboard emails Message-ID: <1fde8fffd389eada43594b345a9a08535658b606@localhost> RT 3.0.6 Linux Centos MySQL I would like to change the background colour of the email sent out by Dashboard from blue to something more PDA friendly. Can someone help me please. Regards Simon Simon Dray Customer Support Engineer ANT Software Limited Tel: +44 1223 716400 Direct: +44 1223 716476 simon.dray at antplc.com ANT Galio HbbTV Platform Launched... http://www.antplc.com/pr_040909.asp * ANT LEGAL DISCLAIMER * This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. They may contain legally privileged information, and may not be disclosed to anyone else. If you have received this email in error please notify the sender and delete all copies from your system. ANT plc and ANT Software Limited are registered in the United Kingdom at Cambridge Business Park, Cowley Road, Cambridge, Cambridgeshire CB4 0WZ, United Kingdom. The registered number for ANT plc is 5372859 and for ANT Software Limited is 2822565. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Simon.Dray at antplc.com Tue Feb 2 09:52:02 2010 From: Simon.Dray at antplc.com (Simon Dray) Date: Tue, 2 Feb 2010 14:52:02 +0000 Subject: [rt-users] Help Changing the background colour of Dashboard emails In-Reply-To: <1fde8fffd389eada43594b345a9a08535658b606@localhost> References: <1fde8fffd389eada43594b345a9a08535658b606@localhost> Message-ID: Sorry that should have read RT 3.8.6 RT 3.0.6 Linux Centos MySQL I would like to change the background colour of the email sent out by Dashboard from blue to something more PDA friendly. Can someone help me please. Regards Simon Simon Dray Customer Support Engineer ANT Software Limited Tel: +44 1223 716400 Direct: +44 1223 716476 simon.dray at antplc.com ANT Galio HbbTV Platform Launched... http://www.antplc.com/pr_040909.asp * ANT LEGAL DISCLAIMER * This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. They may contain legally privileged information, and may not be disclosed to anyone else. If you have received this email in error please notify the sender and delete all copies from your system. ANT plc and ANT Software Limited are registered in the United Kingdom at Cambridge Business Park, Cowley Road, Cambridge, Cambridgeshire CB4 0WZ, United Kingdom. The registered number for ANT plc is 5372859 and for ANT Software Limited is 2822565. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Tue Feb 2 09:53:50 2010 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 2 Feb 2010 17:53:50 +0300 Subject: [rt-users] pt_BR message templates translation In-Reply-To: References: Message-ID: <589c94401002020653s16dfbee6qef0587a7a55a403f@mail.gmail.com> Daniel, Translation of the templates has been dicussed several times. It's just harder to implement considering that mail may have multiple recipients with different preffered languages. On Tue, Feb 2, 2010 at 5:37 PM, Daniel Araujo Melo < daniel.melo at serpro.gov.br> wrote: > Hi Ruslan and all list members, > > The web interface is translated and works fine at our site, when i asked > about the translation templates, i mean the e-mails templates. In despite of > the interface translation, and some dynamic content, the messages sent by > scrips are in English, such as Default Autoresponse template. > > Attached in this message is all pt_BR.pr entries related wirh initialdata > file. > > > > Best Regards, > > > -- > Daniel A. Melo > Grupo de Resposta a Ataques da Intranet > SUPTI/TIRCE/TIGRA > > SERPRO - Servi?o Federal de Processamento de Dados > > daniel.melo at serpro.gov.br > > 55 81 2126 4220 > > Em 30/01/2010 ?s 07:55 horas, "Ruslan Zakirov" > escreveu: > > Hello, > > I don't know language, but for me RT 3.8.HEAD looks like almost translated. > Anyway you can review and translate using launchpad: > > > https://translations.launchpad.net/rt/3.8/+pots/rt/pt_BR/+translate > > On Fri, Jan 29, 2010 at 10:18 PM, Daniel Araujo Melo < > daniel.melo at serpro.gov.br> wrote: > >> Hi all, >> >> I'm a new RT user and searching for a pt_BR message templates translation. >> I found some entries at pt_BR.po related with initialData, but most of the >> messages templates are in english. >> >> Anyone can help me pointing the translation or what am i missing? >> >> I'd like to contribute with the pt_BR translation, and if there is no >> translation for the messages templates, i'll start it. >> >> Best Regards, >> >> -- >> Daniel A. Melo >> Grupo de Resposta a Ataques da Intranet >> SERPRO - Servi?o Federal de Processamento de Dados >> >> daniel.melo at serpro.gov.br >> >> 55 81 2126 4220 >> >> "Esta mensagem do SERVI?O FEDERAL DE PROCESSAMENTO DE DADOS (SERPRO), empresa p?blica federal regida pelo disposto na Lei Federal n? 5.615, ? enviada exclusivamente a seu destinat?rio e pode conter informa??es confidenciais, protegidas por sigilo profissional. Sua utiliza??o desautorizada ? ilegal e sujeita o infrator ?s penas da lei. Se voc? a recebeu indevidamente, queira, por gentileza, reenvi?-la ao emitente, esclarecendo o equ?voco." >> >> "This message from SERVI?O FEDERAL DE PROCESSAMENTO DE DADOS (SERPRO) -- a government company established under Brazilian law (5.615/70) -- is directed exclusively to its addressee and may contain confidential data, protected under professional secrecy rules. Its unauthorized use is illegal and may subject the transgressor to the law's penalties. If you're not the addressee, please send it back, elucidating the failure." >> >> >> _______________________________________________ >> >> 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 >> > > > > -- > Best regards, Ruslan. > > > "Esta mensagem do SERVI?O FEDERAL DE PROCESSAMENTO DE DADOS (SERPRO), empresa p?blica federal regida pelo disposto na Lei Federal n? 5.615, ? enviada exclusivamente a seu destinat?rio e pode conter informa??es confidenciais, protegidas por sigilo profissional. Sua utiliza??o desautorizada ? ilegal e sujeita o infrator ?s penas da lei. Se voc? a recebeu indevidamente, queira, por gentileza, reenvi?-la ao emitente, esclarecendo o equ?voco." > > "This message from SERVI?O FEDERAL DE PROCESSAMENTO DE DADOS (SERPRO) -- a government company established under Brazilian law (5.615/70) -- is directed exclusively to its addressee and may contain confidential data, protected under professional secrecy rules. Its unauthorized use is illegal and may subject the transgressor to the law's penalties. If you're not the addressee, please send it back, elucidating the failure." > > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Tue Feb 2 10:07:08 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Tue, 02 Feb 2010 07:07:08 -0800 Subject: [rt-users] Creating Group and giving Rights. In-Reply-To: <201002021039.19603.rt-users@jjussi.com> References: <201001291315.37762.rt-users@jjussi.com> <4B670267.5040701@lbl.gov> <4B671317.7030803@mococo.nl> <201002021039.19603.rt-users@jjussi.com> Message-ID: <4B683F9C.8080700@lbl.gov> JJussi, You're talking about documentation that explains the relationship between data and function. I haven't seen it. I've had to develop my own info on that based on what I assume. Not good enough to send out. Sorry. Kenn LBNL On 2/2/2010 12:39 AM, JJussi wrote: > Hi! > Is there somewhere document what would tell what are correlations between > database tables and information there? > f.ex. Principals vs. ACL. Both have PrincipalType and PrincipalId (ACL have > PrincipalId and Principals have id/ObjectId). > Or do I need to read thru all source codes and collect information from > there.. > > Because reading source codes, I notice that some functions what I need (to > change or extract information) are missing. > > On Monday, 1. Februaryta 2010 19:44:55 Joop van de Wege wrote: > >> Ken Crocker wrote: >> >>> JJussi, >>> >>> I use the WebUI. It's waaaaaaaay easier. The programming is already >>> done, so why re-create the same wheel? >>> >> Well, ever tried to change a couple of hundred users and/or groups that >> way ;-) >> >> I wrote a script which sets rights on groups/queues/global. Will try to >> dig it up and post to the wiki, even its a bit rough. >> >> Regards, >> >> Joop >> >> > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From change+lists.rt at nightwind.net Tue Feb 2 12:32:49 2010 From: change+lists.rt at nightwind.net (Nick Kartsioukas) Date: Tue, 02 Feb 2010 09:32:49 -0800 Subject: [rt-users] RT stops sending email Message-ID: <1265131969.1415.1357889393@webmail.messagingengine.com> This seems to be a rare occurrence, but our RT install sometimes stops sending email. I have to restart Apache or kill the fastcgi processes and let them restart before it will resume. RT 3.8.7, Apache 2, fastcgi, and I've changed it to use sendmail instead of the default sendmailpipe (happened more frequently with sendmailpipe, but still happens with sendmail) Set($MailCommand , 'sendmail'); Set($SendmailArguments , "-oi"); I see this in the logs when RT attempts to send an email: Jan 13 13:18:28 rt mog_rt: Scrip Commit 10 died. - Can't fork at /usr/share/perl5/Mail/Mailer.pm line 137. Stack: [/usr/share/perl5/Mail/Mailer.pm:137] [/usr/share/perl5/Mail/Internet.pm:451] [/home/rt/mog_rt/bin/../lib/RT/Interface/Email.pm:503] [/home/rt/mog_rt/bin/../lib/RT/Action/SendEmail.pm:307] [/home/rt/mog_rt/bin/../lib/RT/Action/SendEmail.pm:129] [/home/rt/mog_rt/bin/../lib/RT/ScripAction_Overlay.pm:238] [/home/rt/mog_rt/bin/../lib/RT/Scrip_Overlay.pm:464] [/home/rt/mog_rt/bin/../lib/RT/Scrips_Overlay.pm:196] [/home/rt/mog_rt/bin/../local/lib/RT/Transaction_Overlay.pm:188] [/home/rt/mog_rt/bin/../lib/RT/Record.pm:1457] [/home/rt/mog_rt/bin/../lib/RT/Ticket_Overlay.pm:3323] [/home/rt/mog_rt/bin/../lib/RT/Ticket_Overlay.pm:2996] [/home/rt/mog_rt/bin/../lib/RT/Record.pm:898] [/home/rt/mog_rt/bin/../lib/RT/Interface/Web.pm:1340] [/home/rt/mog_rt/bin/../lib/RT/Interface/Web.pm:1450] [/home/rt/mog_rt/share/html/Ticket/Display.html:155] [/home/rt/mog_rt/share/html/Tick (the line appears to be truncated in the logs) Has anyone else seen this? From jesse at bestpractical.com Tue Feb 2 14:22:56 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 2 Feb 2010 11:22:56 -0800 Subject: [rt-users] Malicious MIME type handling In-Reply-To: <20100119131558.GS3564@gunboat-diplomat.oucs.ox.ac.uk> References: <20100119131558.GS3564@gunboat-diplomat.oucs.ox.ac.uk> Message-ID: <20100202192256.GL4530@bestpractical.com> On Tue 19.Jan'10 at 13:15:59 +0000, Dominic Hargreaves wrote: > I've noticed that there is some logic to override the mime type of > HTML attachments ($TrustHTMLAttachments config) to avoid javascript > XSS attacks in RT. > > > Now, let me start by saying that my practical knowledge of some of the > more recent XSS issues is by no means comprehensive, but it struck me > that as well as being confusing for the user, this protection is rather > incomplete. There are number of other content types that could supply > "active" content (application/javascript and friends for example - although > it appears that my browser doesn't attempt to execute javascript delivered > as application/javascript on its own). > > I'm led to believe that a better way of serving up as user supplied > (untrusted) files to add a Content-Disposition: attachment header. How does http://github.com/bestpractical/rt/commit/dde5b99 look for this to you? Best, Jesse -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: Digital signature URL: From yseiner at ci.springfield.or.us Tue Feb 2 15:36:24 2010 From: yseiner at ci.springfield.or.us (SEINER Yan) Date: Tue, 2 Feb 2010 12:36:24 -0800 Subject: [rt-users] Tracking invoices and change orders Message-ID: Is anyone using RT in a construction management environment? I like the capability of RT to track issues, and I need to track pay applications, change orders, and schedules of values. Is anyone doing this? --Yan Yan Seiner, PE Civil Engineer [cid:image002.jpg at 01CAA404.5568B3B0]Environmental Services Division City of Springfield Public Works 225 Fifth Street, Springfield, Oregon 97477 Metropolitan Wastewater Management Commission (MWMC) Tel: 541-736-7124 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 2945 bytes Desc: image001.png URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image002.jpg Type: image/jpeg Size: 1737 bytes Desc: image002.jpg URL: From mneuschafer at nationalstoresinc.com Tue Feb 2 16:25:20 2010 From: mneuschafer at nationalstoresinc.com (Michael Neuschafer) Date: Tue, 2 Feb 2010 13:25:20 -0800 Subject: [rt-users] On Ticket Create set Status to OPEN Message-ID: <323E0713A7B4BB448FE88038747ABBAC0567B556@hqsvr03.nationalmail> Does anybody know of a script or callbacks that can do this, when creating a ticket the status it automatically set to open? Thanks, Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 -------------- next part -------------- An HTML attachment was scrubbed... URL: From mneuschafer at nationalstoresinc.com Tue Feb 2 17:27:30 2010 From: mneuschafer at nationalstoresinc.com (Michael Neuschafer) Date: Tue, 2 Feb 2010 14:27:30 -0800 Subject: [rt-users] Painless way to install Asset tracker to RT 3.8 Message-ID: <323E0713A7B4BB448FE88038747ABBAC0567B573@hqsvr03.nationalmail> Does anybody have good instructions on how to install Asset tracker on an RT 3.8? Thanks, Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Feb 2 17:34:51 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 2 Feb 2010 17:34:51 -0500 Subject: [rt-users] On Ticket Create set Status to OPEN In-Reply-To: <323E0713A7B4BB448FE88038747ABBAC0567B556@hqsvr03.nationalmail> References: <323E0713A7B4BB448FE88038747ABBAC0567B556@hqsvr03.nationalmail> Message-ID: <20100202223451.GM737@jibsheet.com> On Tue, Feb 02, 2010 at 01:25:20PM -0800, Michael Neuschafer wrote: > Does anybody know of a script or callbacks that can do this, when creating a ticket the status > it automatically set to open? Just look at the default On Correspond Open Tickets scrip and make one that runs On Create -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From mneuschafer at nationalstoresinc.com Tue Feb 2 19:21:02 2010 From: mneuschafer at nationalstoresinc.com (Michael Neuschafer) Date: Tue, 2 Feb 2010 16:21:02 -0800 Subject: [rt-users] Asset Tracker error group rt3 doesnt exist. Message-ID: <323E0713A7B4BB448FE88038747ABBAC0567B5B6@hqsvr03.nationalmail> Im trying to install Asset tracker and when I run the ./configure command I get group rt and rt3 not found. Not sure what to do. Is it perl that cant find my rt3? This is from the log: ## ----------- ## ## Core tests. ## ## ----------- ## configure:1276: checking for a BSD-compatible install configure:1330: result: /usr/bin/install -c configure:1344: checking for perl configure:1362: found /usr/bin/perl configure:1375: result: /usr/bin/perl configure:1460: checking if group rt3 exists configure:1466: result: not found configure:1460: checking if group rt exists configure:1466: result: not found configure:1651: creating ./config.status Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 -------------- next part -------------- An HTML attachment was scrubbed... URL: From em at t35t.in-berlin.de Tue Feb 2 19:19:51 2010 From: em at t35t.in-berlin.de (Eesti Mate) Date: Wed, 03 Feb 2010 01:19:51 +0100 Subject: [rt-users] CommandByMail: Fake Email Vulnerability? Message-ID: <1265156391.11807.6.camel@3> Hello CommandByMail users, how do you address the possibility that (in theory) everyone can change the status of tickets by faking the email address of a $CommandByMailGroup member? Does CommandByMail provide any kind of authentication options? Is there a best practice to prevent this sort of abuse? Kind regards Eesti From allen+rtlist at crystalfontz.com Tue Feb 2 20:32:12 2010 From: allen+rtlist at crystalfontz.com (Allen) Date: Tue, 2 Feb 2010 17:32:12 -0800 Subject: [rt-users] how to customize Tools index.html with Callback Message-ID: <885d981e1002021732w7674b152nd9c3fddaa71a7f1c@mail.gmail.com> v3.8.5 on Ubuntu. I am trying to customize the Tools/index.html page to add the same item to both the Tab top horizontal navigation menu and to the ListMenu of items in the body of the page. By creating this local callback file, I was able to get an item into the top nav tab: /usr/local/share/request-tracker3.8/html/Callbacks/Default/Tools/Elements/Tabs/Default <%init> $tabs->{e} = { title => 'Reset Customer Password', path => "Tools/resetpasswdform.html", description => "Form to email customer a new password" }; <%args> $tabs =>undef The "items" list on the index page is basically an iteration through the title/description of $tabs elements, but it does not show the new item that I added through the callback. Does anyone know why not? What else do I need to do? Allen From JoopvandeWege at mococo.nl Wed Feb 3 02:26:42 2010 From: JoopvandeWege at mococo.nl (Joop) Date: Wed, 03 Feb 2010 08:26:42 +0100 Subject: [rt-users] Asset Tracker error group rt3 doesnt exist. In-Reply-To: <323E0713A7B4BB448FE88038747ABBAC0567B5B6@hqsvr03.nationalmail> References: <323E0713A7B4BB448FE88038747ABBAC0567B5B6@hqsvr03.nationalmail> Message-ID: <4B692532.6050309@mococo.nl> Michael Neuschafer wrote: > > Im trying to install Asset tracker and when I run the ./configure > command I get group rt and rt3 not found. Not sure what to do. Is it > perl that cant find my rt3? > Just run: ./configure --help and then give --with-rt-group and --with-rt-owner the correct RT entries. If you don't specify anyting AT will default to rt:rt which in your environment isn't true. Regards, Joop -------------- next part -------------- An HTML attachment was scrubbed... URL: From dominic.hargreaves at oucs.ox.ac.uk Wed Feb 3 07:30:11 2010 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Wed, 3 Feb 2010 12:30:11 +0000 Subject: [rt-users] Malicious MIME type handling In-Reply-To: <20100202192256.GL4530@bestpractical.com> References: <20100119131558.GS3564@gunboat-diplomat.oucs.ox.ac.uk> <20100202192256.GL4530@bestpractical.com> Message-ID: <20100203123011.GF3860@gunboat-diplomat.oucs.ox.ac.uk> On Tue, Feb 02, 2010 at 11:22:56AM -0800, Jesse Vincent wrote: > On Tue 19.Jan'10 at 13:15:59 +0000, Dominic Hargreaves wrote: > > I've noticed that there is some logic to override the mime type of > > HTML attachments ($TrustHTMLAttachments config) to avoid javascript > > XSS attacks in RT. > > > > > > Now, let me start by saying that my practical knowledge of some of the > > more recent XSS issues is by no means comprehensive, but it struck me > > that as well as being confusing for the user, this protection is rather > > incomplete. There are number of other content types that could supply > > "active" content (application/javascript and friends for example - although > > it appears that my browser doesn't attempt to execute javascript delivered > > as application/javascript on its own). > > > > I'm led to believe that a better way of serving up as user supplied > > (untrusted) files to add a Content-Disposition: attachment header. > > How does http://github.com/bestpractical/rt/commit/dde5b99 look for this > to you? Looks like a fine patch, and pleasantly simple. I look forward to seeing it in a release :) Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: Digital signature URL: From jesse at bestpractical.com Wed Feb 3 09:54:23 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 3 Feb 2010 09:54:23 -0500 Subject: [rt-users] CommandByMail: Fake Email Vulnerability? In-Reply-To: <1265156391.11807.6.camel@3> References: <1265156391.11807.6.camel@3> Message-ID: <20100203145423.GD29535@bestpractical.com> On Wed, Feb 03, 2010 at 01:19:51AM +0100, Eesti Mate wrote: > Hello CommandByMail users, > > how do you address the possibility that (in theory) everyone can change > the status of tickets by faking the email address of a > $CommandByMailGroup member? Does CommandByMail provide any kind of > authentication options? Is there a best practice to prevent this sort of > abuse? In the past, we've used Email::Auth::GnuPg for CommandByMail for exactly this reason. > Kind regards > Eesti > > _______________________________________________ > 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 > -- From mneuschafer at nationalstoresinc.com Wed Feb 3 12:48:28 2010 From: mneuschafer at nationalstoresinc.com (Michael Neuschafer) Date: Wed, 3 Feb 2010 09:48:28 -0800 Subject: [rt-users] Asset Tracker error group rt3 doesnt exist. In-Reply-To: <4B692532.6050309@mococo.nl> References: <323E0713A7B4BB448FE88038747ABBAC0567B5B6@hqsvr03.nationalmail> <4B692532.6050309@mococo.nl> Message-ID: <323E0713A7B4BB448FE88038747ABBAC0567B686@hqsvr03.nationalmail> This is what I get when I try to make test: root at vmsvr13:~/1.2.4b1# ./configure --with-rt-home=/opt/rt3 --with-rt-local=/opt/rt3 --with-rt-localhtml=/opt/rt3/share/html --with-db-rtuser=wibble --with-rt-group=rt3 checking for a BSD-compatible install... /usr/bin/install -c checking for perl... /usr/bin/perl configure: creating ./config.status config.status: creating Makefile config.status: creating sbin/at-setup-database config.status: creating sbin/at_factory config.status: creating etc/AssetTracker/upgrade/1.2.0/AT-1.0.x-to-1.2.0.pl config.status: creating etc/AssetTracker/upgrade/1.2.3/AT-1.2.0-to-1.2.3.pl config.status: creating lib/RTx/AssetTracker.pm root at vmsvr13:~/1.2.4b1# make test /usr/bin/perl -Ilib -I/opt/rt3/lib -I/opt/rt3/lib lib/t/00smoke.t ok 1 [Wed Feb 3 17:42:31 2010] [crit]: Can't locate RT/Extension/PriorityAsString.pm in @INC (@INC contains: lib /opt/rt3/lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at /opt/rt3/lib/RT.pm line 627. (/opt/rt3/lib/RT.pm:377) Can't locate RT/Extension/PriorityAsString.pm in @INC (@INC contains: lib /opt/rt3/lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at /opt/rt3/lib/RT.pm line 627. 1..1 # Looks like your test exited with 255 just after 1. make: *** [test] Error 255 Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 From: Joop [mailto:JoopvandeWege at mococo.nl] Sent: Tuesday, February 02, 2010 11:27 PM To: Michael Neuschafer Cc: RT-Users at lists.bestpractical.com Subject: Re: [rt-users] Asset Tracker error group rt3 doesnt exist. Michael Neuschafer wrote: Im trying to install Asset tracker and when I run the ./configure command I get group rt and rt3 not found. Not sure what to do. Is it perl that cant find my rt3? Just run: ./configure --help and then give --with-rt-group and --with-rt-owner the correct RT entries. If you don't specify anyting AT will default to rt:rt which in your environment isn't true. Regards, Joop -------------- next part -------------- An HTML attachment was scrubbed... URL: From hall at fas.sfu.ca Wed Feb 3 14:28:04 2010 From: hall at fas.sfu.ca (Gary Hall) Date: Wed, 03 Feb 2010 11:28:04 -0800 Subject: [rt-users] Creating Group and giving Rights. In-Reply-To: <4B683F9C.8080700@lbl.gov> References: <201001291315.37762.rt-users@jjussi.com> <4B670267.5040701@lbl.gov> <4B671317.7030803@mococo.nl> <201002021039.19603.rt-users@jjussi.com> <4B683F9C.8080700@lbl.gov> Message-ID: <4B69CE44.4050902@fas.sfu.ca> JJussi, In the RT Essentials book, there's a Logical Model diagram on p. 120 that shows the relationships between the objects (and, hence, the DB tables) that comprise RT. Gary Hall > > On 2/2/2010 12:39 AM, JJussi wrote: >> Hi! >> Is there somewhere document what would tell what are correlations between >> database tables and information there? >> f.ex. Principals vs. ACL. Both have PrincipalType and PrincipalId (ACL have >> PrincipalId and Principals have id/ObjectId). >> From Albert.Shih at obspm.fr Wed Feb 3 15:32:39 2010 From: Albert.Shih at obspm.fr (Albert Shih) Date: Wed, 3 Feb 2010 21:32:39 +0100 Subject: [rt-users] comments and correspond by mail Message-ID: <20100203203239.GI15161@obspm.fr> Hi all After a new ticket is create (by mail), RT send a mail to the requester and to the watcher of the queue. I would like to known how the watcher can put a comment to this ticket using the mail ? When the watcher reply to the RT mail, this mail is a ?correspond?. How can the watcher make just a comment (don't send to the requester). Actually I've two address : one to do by procmail something like /usr/bin/rt-mailgate --queue general --action correspond --url .... and another /usr/bin/rt-mailgate --queue general --action comment --url ... so when I want to put a comment I change the ?To:? field in my mail. Is there any more simple way to do that ? Regards. -- Albert SHIH SIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex T?l?phone : 01 45 07 76 26/06 86 69 95 71 Heure local/Local time: Mer 3 f?v 2010 21:25:41 CET From yseiner at ci.springfield.or.us Wed Feb 3 15:41:55 2010 From: yseiner at ci.springfield.or.us (SEINER Yan) Date: Wed, 3 Feb 2010 12:41:55 -0800 Subject: [rt-users] Projects, groups, users, and priveledges Message-ID: I'm just starting out with RT; I used it many years ago but I've forgotten just about everything... We want to set up a small pilot to see if it will work for our needs. We have: Departments Projects Users We need to be able to set up security so that a user from a specific department can only have access to tickets from specific projects. In other words, assume projects 1, 2, and 3, users Steve, Joe, and Bob, and Maintenance, Engineering, and Design. Bob is working on projects 1 and 2, Steve on projects 1 and 3, and Joe on 2 and 3. Bob needs to see all Design, Engineering, and Maintenance tickets that pertain to his projects, but he must not see any tickets at all for project 3. Steve can only see tickets for Maintenance on his two projects, and occasionally maintenance tickets for 2. Joe needs to see all tickets for Design regardless of project, but only Engineering tickets for his two projects, and none for Maintenance. I seem to be short a category in RT as it only has users and groups, and not sub-groups or projects. Is anything like this possible? Or is the trick to set up groups for both projects and departments, and then assign membership in both? But then is it possible to require tickets so that a user needs to be a member of 2 groups in order to see the ticket? Yan Seiner, PE Civil Engineer [cid:image003.jpg at 01CAA4CE.44870CC0]Environmental Services Division City of Springfield Public Works 225 Fifth Street, Springfield, Oregon 97477 Metropolitan Wastewater Management Commission (MWMC) Tel: 541-736-7124 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 2945 bytes Desc: image001.png URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image003.jpg Type: image/jpeg Size: 1740 bytes Desc: image003.jpg URL: From peter at simons-rock.edu Wed Feb 3 16:04:56 2010 From: peter at simons-rock.edu (Peter C. Lai) Date: Wed, 3 Feb 2010 16:04:56 -0500 Subject: [rt-users] RT-Users Digest, Vol 71, Issue 10 In-Reply-To: References: Message-ID: <20100203210455.GT4648@cesium.hyperfine.info> Nobody guarantees that make test will work for AT-1.2.4b1 The path it is looking for does not exist on my installation; make test might require some perl package that is not required for normal install. On 2010-02-03 03:57:13PM -0500, rt-users-request at lists.bestpractical.com wrote: > Message: 1 > Date: Wed, 3 Feb 2010 09:48:28 -0800 > From: "Michael Neuschafer" > Subject: Re: [rt-users] Asset Tracker error group rt3 doesnt exist. > To: "Joop" > Cc: RT-Users at lists.bestpractical.com > Message-ID: > <323E0713A7B4BB448FE88038747ABBAC0567B686 at hqsvr03.nationalmail> > Content-Type: text/plain; charset="us-ascii" > > This is what I get when I try to make test: > > > > root at vmsvr13:~/1.2.4b1# ./configure --with-rt-home=/opt/rt3 > --with-rt-local=/opt/rt3 --with-rt-localhtml=/opt/rt3/share/html > --with-db-rtuser=wibble --with-rt-group=rt3 > > checking for a BSD-compatible install... /usr/bin/install -c > > checking for perl... /usr/bin/perl > > configure: creating ./config.status > > config.status: creating Makefile > > config.status: creating sbin/at-setup-database > > config.status: creating sbin/at_factory > > config.status: creating > etc/AssetTracker/upgrade/1.2.0/AT-1.0.x-to-1.2.0.pl > > config.status: creating > etc/AssetTracker/upgrade/1.2.3/AT-1.2.0-to-1.2.3.pl > > config.status: creating lib/RTx/AssetTracker.pm > > root at vmsvr13:~/1.2.4b1# make test > > /usr/bin/perl -Ilib -I/opt/rt3/lib -I/opt/rt3/lib lib/t/00smoke.t > > ok 1 > > [Wed Feb 3 17:42:31 2010] [crit]: Can't locate > RT/Extension/PriorityAsString.pm in @INC (@INC contains: lib > /opt/rt3/lib /etc/perl /usr/local/lib/perl/5.10.0 > /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 > /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at > /opt/rt3/lib/RT.pm line 627. (/opt/rt3/lib/RT.pm:377) > > Can't locate RT/Extension/PriorityAsString.pm in @INC (@INC contains: > lib /opt/rt3/lib /etc/perl /usr/local/lib/perl/5.10.0 > /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 > /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at > /opt/rt3/lib/RT.pm line 627. > > 1..1 > > # Looks like your test exited with 255 just after 1. > > make: *** [test] Error 255 > > > > Michael Neuschafer > > PC Support Specialist > > National Stores Inc. > > (310) 436 - 2150 > =========================================================== Peter C. Lai | Bard College at Simon's Rock Systems Administrator | 84 Alford Rd. Information Technology Svcs | Gt. Barrington, MA 01230 peter AT simons-rock.edu | (413) 528-7428 =========================================================== From kfcrocker at lbl.gov Wed Feb 3 18:44:44 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Wed, 03 Feb 2010 15:44:44 -0800 Subject: [rt-users] RT Query link question Message-ID: <4B6A0A6C.8040309@lbl.gov> To list, In 3.6.4, whenever I selected a queue from "QuickSearch" list, it would show the active tickets in that queue. From there, I could select a ticket number in that list and it would take me directly to that ticket display. I can no longer select a ticket from that list. Am I missing a privilege or something? I'm a "SuperUSer". I notice that the link does work when I select a ticket number from the "unownd" list. Help anyone? Thanks. Kenn LBNL From kfcrocker at lbl.gov Wed Feb 3 18:59:41 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Wed, 03 Feb 2010 15:59:41 -0800 Subject: [rt-users] Projects, groups, users, and priveledges In-Reply-To: References: Message-ID: <4B6A0DED.3020204@lbl.gov> Yan, Definitely possible. I would set up a Queue for each department. For each Queue, set up the AdminCc as the person to manage the tickets (modify ACL, add watchers, steal tickets, etc.). Then create a Users group that can see the Queue, look at ticket info in the Queue but not modify any tickets. Then create a Support group of users that can own tickets, add comments, etc. Grant the SeeQueue, ShowTicket, & ReplyToTicket right to the Requestors for the Queue and ModifyTicket to the AdminCc and Owners. Populate each group accordingly. Your global rights should be well-thought out based on your work-flow (I have some recommendations I keep for my Admin teams). Each project should be a ticket and all tasks under that project should be children/DependsonBy to that parent/project ticket. This is just a short summary of what I would do. If you send me more complete details of your work-flow, I'll be happy to send you some detailed suggestions. Kenn LBNL On 2/3/2010 12:41 PM, SEINER Yan wrote: > > I'm just starting out with RT; I used it many years ago but I've > forgotten just about everything... > > > > We want to set up a small pilot to see if it will work for our needs. > > > > We have: > > > > Departments > > Projects > > Users > > > > We need to be able to set up security so that a user from a specific > department can only have access to tickets from specific projects. In > other words, assume projects 1, 2, and 3, users Steve, Joe, and Bob, > and Maintenance, Engineering, and Design. > > > > Bob is working on projects 1 and 2, Steve on projects 1 and 3, and Joe > on 2 and 3. Bob needs to see all Design, Engineering, and Maintenance > tickets that pertain to his projects, but he must not see any tickets > at all for project 3. Steve can only see tickets for Maintenance on > his two projects, and occasionally maintenance tickets for 2. Joe > needs to see all tickets for Design regardless of project, but only > Engineering tickets for his two projects, and none for Maintenance. > > > > I seem to be short a category in RT as it only has users and groups, > and not sub-groups or projects. Is anything like this possible? > > > > Or is the trick to set up groups for both projects and departments, > and then assign membership in both? But then is it possible to > require tickets so that a user needs to be a member of 2 groups in > order to see the ticket? > > > > > > > > *Yan Seiner, PE* > *Civil Engineer* > > Environmental Services Division > > *City of Springfield* Public Works > 225 Fifth Street, Springfield, Oregon 97477 > > *Metropolitan Wastewater Management Commission (MWMC)* > > *Tel: 541-736-7124* > > > > ------------------------------------------------------------------------ > > _______________________________________________ > 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: image/jpeg Size: 1740 bytes Desc: not available URL: From usts-ji at usts.com Wed Feb 3 21:30:59 2010 From: usts-ji at usts.com (Jeff Ilgen) Date: Wed, 3 Feb 2010 21:30:59 -0500 Subject: [rt-users] Programmatically obtaining file uploaded to a custom field Message-ID: <64F7933F-A6EB-4D18-B5F7-97DD41219C0B@usts.com> Hello all, I've set up an RT queue with a custom field with the type "upload one file". I need to obtain the file from the custom field to process in a perl script. I've been able to the REST API to get a file that was attached to a ticket, but I can't seem to find a way to get a file that was uploaded into a custom field. Is the functionality I'm looking for available with REST? Is there another API that I could use? Has anyone done something similar? --Jeff Ilgen From varun.vyas at elitecore.com Thu Feb 4 01:54:48 2010 From: varun.vyas at elitecore.com (Varun) Date: Thu, 4 Feb 2010 12:24:48 +0530 Subject: [rt-users] Repeted RT Mails Problem Message-ID: <94D961B4D7EE4199ABBB17930294AF7A@elitecore.com> Hello All I have RT 3.6.3 set up with oracle 9i and working fine. But I have one small problem. I have problem of repetitive mails in my one queue called "SCM". The persons using this queue have reported problems of repetitive mails after some time (probably within 1 week or 10 days) and there by creation of duplicate tickets frequently. I have tried to find out what was wrong with scrips and all but till now I haven't has found solution to my problem. Please any one can help me to solve this issue. I will be very thankful Thanks & Regards Varun Vyas -------------- next part -------------- An HTML attachment was scrubbed... URL: From rjh1011 at cam.ac.uk Thu Feb 4 04:22:23 2010 From: rjh1011 at cam.ac.uk (Ray Horne) Date: Thu, 4 Feb 2010 09:22:23 +0000 Subject: [rt-users] transferring tickets between RT instances Message-ID: <20100204092223.GA15071@linux02.lib.cam.ac.uk> Does anyone know if there is a utility to transfer all the tickets from a particular queue in one RT instance to another queue in a different instance on a different server? Ray Horne Cambridge University Library From dominic.hargreaves at oucs.ox.ac.uk Thu Feb 4 04:59:57 2010 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Thu, 4 Feb 2010 09:59:57 +0000 Subject: [rt-users] transferring tickets between RT instances In-Reply-To: <20100204092223.GA15071@linux02.lib.cam.ac.uk> References: <20100204092223.GA15071@linux02.lib.cam.ac.uk> Message-ID: <20100204095956.GA3835@gunboat-diplomat.oucs.ox.ac.uk> On Thu, Feb 04, 2010 at 09:22:23AM +0000, Ray Horne wrote: > Does anyone know if there is a utility to transfer all the tickets > from a particular queue in one RT instance to another queue in a > different instance on a different server? I have an outstanding task to do this for a few of our queues, to support a project which has moved away from our department. I was originally going to hack rt2tort3 and do this as part of our rt2 to rt3 migration, but I didn't want to ship them the whole dump. Instead I found which looks suitable for both my and your purposes, but I have not yet got round to trying it out. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: Digital signature URL: From jpierce at cambridgeenergyalliance.org Thu Feb 4 11:28:54 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 4 Feb 2010 11:28:54 -0500 Subject: [rt-users] how to customize Tools index.html with Callback In-Reply-To: <885d981e1002021732w7674b152nd9c3fddaa71a7f1c@mail.gmail.com> References: <885d981e1002021732w7674b152nd9c3fddaa71a7f1c@mail.gmail.com> Message-ID: When using this callback, I've only ever had items added to the sub-menu on top, and never the body of the page... kind of annoying. -- Cambridge Energy Alliance: Save money. Save the planet. From darling at ccdc.cam.ac.uk Thu Feb 4 05:18:03 2010 From: darling at ccdc.cam.ac.uk (Toby Darling) Date: Thu, 4 Feb 2010 10:18:03 +0000 Subject: [rt-users] comments and correspond by mail In-Reply-To: <20100203203239.GI15161@obspm.fr> References: <20100203203239.GI15161@obspm.fr> Message-ID: Hi Albert > After a new ticket is create (by mail), RT send a mail to the requester > and to the watcher of the queue. > > I would like to known how the watcher can put a comment to this ticket > using the mail ? > > When the watcher reply to the RT mail, this mail is a . How > can the watcher make just a comment (don't send to the requester). I've worked around this with a scrip: On Create Notify AdminCcs as Comment with template Transaction you may need to modify other On Create actions. Cheers Toby LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform postmaster at ccdc.cam.ac.uk and delete the message. The Cambridge Crystallographic Data Centre is a company Limited by Guarantee and a Registered Charity. Registered in England No. 2155347 Registered Charity No. 800579 Registered office 12 Union Road, Cambridge CB2 1EZ. From JKoermer at prg.com Thu Feb 4 14:38:10 2010 From: JKoermer at prg.com (Jennifer Koermer) Date: Thu, 4 Feb 2010 14:38:10 -0500 Subject: [rt-users] Resolve Quiet / Transaction Custom Fields Message-ID: <6BD55F6AED7F7846B9398F3CA01FF7BBF88E53@EXCHANGE2.prg.com> We would like to implement a form of Resolve that allows the actor to choose if they want to send a Resolve notification or not. We are running Version RT 3.8.4. We are attempting to implement the following: http://wiki.bestpractical.com/view/MuteResolve I created the custom field and added the following to my On Resolve Notify Requestors scrip for troubleshooting purposes: my $AllTicketTransactions = $self->TicketObj->Transactions; while (my $ATransaction= $AllTicketTransactions->Next) { my $ATransactionID = $ATransaction->Id; my $ATransactionCustomFields = $ATransaction->CustomFields; while (my $ACustomField = $ATransactionCustomFields->Next()) { my $ACustomFieldName = $ACustomField->Name; my $ACustomFieldValue = $ATransaction->FirstCustomFieldValue($ACustomFieldName); $RT::Logger->info( "> Scrip #10 - Transaction $ATransactionID \n" ); $RT::Logger->info( "> CFName $ACustomFieldName \n" ); $RT::Logger->info( "> CFValue $ACustomFieldValue \n" ); } } We implemented this with ResolveQuiet being the custom field. A section of the log output can be found here: [Thu Feb 4 15:42:25 2010] [info]: > Scrip #10 - Transaction 51907 ((eval 8421):31) [Thu Feb 4 15:42:25 2010] [info]: > CFName ResolveQuiet ((eval 8421):32) [Thu Feb 4 15:42:25 2010] [info]: > CFValue ((eval 8421):33) [Thu Feb 4 15:42:25 2010] [info]: > Scrip #10 - Transaction 51908 ((eval 8421):31) [Thu Feb 4 15:42:25 2010] [info]: > CFName ResolveQuiet ((eval 8421):32) [Thu Feb 4 15:42:25 2010] [info]: > CFValue ((eval 8421):33) [Thu Feb 4 15:42:25 2010] [info]: > Scrip #10 - Transaction 51909 ((eval 8421):31) [Thu Feb 4 15:42:25 2010] [info]: > CFName ResolveQuiet ((eval 8421):32) [Thu Feb 4 15:42:25 2010] [info]: > CFValue ((eval 8421):33) [Thu Feb 4 15:42:25 2010] [info]: > Scrip #10 - Transaction 51910 ((eval 8421):31) [Thu Feb 4 15:42:25 2010] [info]: > CFName ResolveQuiet ((eval 8421):32) [Thu Feb 4 15:42:25 2010] [info]: > CFValue ((eval 8421):33) >From this, it looks like the transactional custom field never actually gets set. I saw the following on the list: http://www.gossamer-threads.com/lists/rt/users/57445?search_string=trans action%20custom%20fields;#57445 My questions are: Am I doing something wrong when I try to obtain the value of the transaction custom field or are their still issues with transaction custom fields? Is there a better way to implement a method for Resolve Quiet? Is there a better way around this then just changing the transaction custom field to a ticket custom field? Is the patch listed above for transaction custom fields still valid? Is there a better patch? Any advice? Jennifer Koermer Assistant Director of Information Technology ________________________________ PRG Production Resource Group 7777 West Side Avenue, North Bergen, NJ 07047 201-758-4349 phone 201-868-7195 fax 201-232-7691 cell jkoermer at prg.com www.prg.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From Mike.Johnson at NorMed.ca Thu Feb 4 14:58:35 2010 From: Mike.Johnson at NorMed.ca (Mike Johnson) Date: Thu, 04 Feb 2010 14:58:35 -0500 Subject: [rt-users] Request Resolve approval customization? Message-ID: <4B6AE103.4EF5.001E.0@NorMed.ca> Greetings all, I'm curious if anyone has written, or if you have stumbled across an extension that would put the functionality in that an "owner" can request a ticket to be resolved. I have seen some incident tracking systems that the support person would basically set the ticket to "I think it's done" and that would notify the requestor who could confirm and it would resolve the ticket. RT can handle this through a manual process, I'm just curious if anyone went and wrote something that would handle this through email? I can already think of a way to do it should you customize the "customer" interface to RT... This just popped into my head and thought I'd see what the list had to offer. Thanks! Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.johnson at normed.ca Technology assistance: email nosmhelpdesk at normed.ca Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: Off campus toll free 1 (800) 461-8777, option 8, or locally either (705) 662-7120 or (807) 766-7500 From acoco at i2c.com Thu Feb 4 14:56:52 2010 From: acoco at i2c.com (Coco, Alex) Date: Thu, 4 Feb 2010 14:56:52 -0500 Subject: [rt-users] Tickets created with ???? In subject and header fields Message-ID: I am stumped here, I have emails coming in from users in Asia where the subject and from headers contain encoded characters for their local language, when the ticket is created in RT the header fields display ??? Instead of the localized character set but the bodies of these emails also contain encoded characters and display fine in the RT web interface. I?m not sure if this is the underlying mail service(exim4 on debian) is somehow munging the encoded data in the header fields or if this is happening after the mailer-gateway processes the incoming request. Any help greatly appreciated, thank you. -alex -------------- next part -------------- An HTML attachment was scrubbed... URL: From natxo.asenjo at gmail.com Thu Feb 4 15:57:35 2010 From: natxo.asenjo at gmail.com (Natxo Asenjo) Date: Thu, 4 Feb 2010 21:57:35 +0100 Subject: [rt-users] Painless way to install Asset tracker to RT 3.8 In-Reply-To: <323E0713A7B4BB448FE88038747ABBAC0567B573@hqsvr03.nationalmail> References: <323E0713A7B4BB448FE88038747ABBAC0567B573@hqsvr03.nationalmail> Message-ID: <90f6e8271002041257k5317ac7bpf1072523b0ca16ce@mail.gmail.com> On Tue, Feb 2, 2010 at 11:27 PM, Michael Neuschafer wrote: > Does anybody have good instructions on how to install Asset tracker on an RT > 3.8? this has worked for me: http://test.asenjo.nl/index.php/Installation_on_debian_lenny -- natxo From kfcrocker at lbl.gov Thu Feb 4 17:01:27 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Thu, 04 Feb 2010 14:01:27 -0800 Subject: [rt-users] Search Results ticket link problem Message-ID: <4B6B43B7.9090407@lbl.gov> To List, I asked this before, but maybe I wasn't clear. In 3.6.4, whenever I selected a queue from "QuickSearch" list, it would show the active tickets in that queue. From there (or any search results page), I could select a ticket number in that list and it would take me directly to that ticket display. I /*can no longer select a ticket from that list*/. Am I missing a privilege or something? I'm a "SuperUser". I notice that the link does work when I select a ticket number from the "unownd" list, but not from any other search results. Help anyone? Thanks. Kenn LBNL -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Feb 4 17:46:30 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 4 Feb 2010 17:46:30 -0500 Subject: [rt-users] how to customize Tools index.html with Callback In-Reply-To: <885d981e1002021732w7674b152nd9c3fddaa71a7f1c@mail.gmail.com> References: <885d981e1002021732w7674b152nd9c3fddaa71a7f1c@mail.gmail.com> Message-ID: <20100204224630.GN737@jibsheet.com> On Tue, Feb 02, 2010 at 05:32:12PM -0800, Allen wrote: > v3.8.5 on Ubuntu. > > I am trying to customize the Tools/index.html page to add the same > item to both the Tab top horizontal navigation menu and to the > ListMenu of items in the body of the page. > > By creating this local callback file, I was able to get an item into > the top nav tab: > /usr/local/share/request-tracker3.8/html/Callbacks/Default/Tools/Elements/Tabs/Default > > <%init> > $tabs->{e} = { title => 'Reset Customer Password', > path => "Tools/resetpasswdform.html", > description => "Form to email customer a new password" }; > > <%args> > $tabs =>undef > > > > The "items" list on the index page is basically an iteration through > the title/description of $tabs elements, but it does not show the new > item that I added through the callback. > > Does anyone know why not? What else do I need to do? Sounds like you also want to use the callback located in Toole/index.html or provide a patch to unify these two lists. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jpierce at cambridgeenergyalliance.org Thu Feb 4 17:56:03 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 4 Feb 2010 17:56:03 -0500 Subject: [rt-users] how to customize Tools index.html with Callback In-Reply-To: <20100204224630.GN737@jibsheet.com> References: <885d981e1002021732w7674b152nd9c3fddaa71a7f1c@mail.gmail.com> <20100204224630.GN737@jibsheet.com> Message-ID: > Sounds like you also want to use the callback located in > Toole/index.html or provide a patch to unify these two lists. Or even a comment that the other exists ;-) -- Cambridge Energy Alliance: Save money. Save the planet. From elacour at easter-eggs.com Fri Feb 5 02:15:46 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 5 Feb 2010 08:15:46 +0100 Subject: [rt-users] Tickets created with ???? In subject and header fields In-Reply-To: References: Message-ID: <20100205071546.GN2281@easter-eggs.com> On Thu, Feb 04, 2010 at 02:56:52PM -0500, Coco, Alex wrote: > I am stumped here, > > I have emails coming in from users in Asia where the subject and from > headers contain encoded characters for their local language, when the > ticket is created in RT the header fields display ??? Instead of the > localized character set but the bodies of these emails also contain encoded > characters and display fine in the RT web interface. I?m not sure if this > is the underlying mail service(exim4 on debian) is somehow munging the > encoded data in the header fields or if this is happening after the > mailer-gateway processes the incoming request. > it's not your MTA, it's either a badly configured database (but I guess no as the mail content is ok) or a bug in RT, what version are you using? From kfcrocker at lbl.gov Fri Feb 5 15:06:35 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Fri, 05 Feb 2010 12:06:35 -0800 Subject: [rt-users] Charts not showing up in 3.8.7 Message-ID: <4B6C7A4B.6080302@lbl.gov> To list, Our testing of 3.8.7 is working nicely, with only a few bugs. We noticed that although th Query works well with Custom FIelds, etc. we can't get a pie or bar chart to show. We thought those were automatically included in the RT download. Is there an extension we need to install? Our RT_SiteConfig.pm Plugin look slike this "Set(@Plugins,(qw(RTx::Calendar RT::Authen::ExternalAuth)));". Is the graph ability installed and we just need to put something in the plugin? Thanks. Kenn LBNL From kfcrocker at lbl.gov Fri Feb 5 15:08:37 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Fri, 05 Feb 2010 12:08:37 -0800 Subject: [rt-users] Ticket Links on reqults - problem Message-ID: <4B6C7AC5.2050806@lbl.gov> To List, Is anyone out there having problems with no links from Search results to tickets? Any idea why I might be? Kenn LBNL From curtisb at vianet.ca Fri Feb 5 15:14:12 2010 From: curtisb at vianet.ca (Curtis Bruneau) Date: Fri, 05 Feb 2010 15:14:12 -0500 Subject: [rt-users] Tickets created with ???? In subject and header fields In-Reply-To: References: Message-ID: <4B6C7C14.8030803@vianet.ca> I suspect it has to do with subject length in the header and encoded characters. Seems to be an exim issue. I've read a few pages describing some fixes. I'd do a search for "exim rfc2047 subject" Curtis Coco, Alex wrote: > I am stumped here, > > I have emails coming in from users in Asia where the subject and from > headers contain encoded characters for their local language, when the > ticket is created in RT the header fields display ??? Instead of the > localized character set but the bodies of these emails also contain > encoded characters and display fine in the RT web interface. I?m not > sure if this is the underlying mail service(exim4 on debian) is > somehow munging the encoded data in the header fields or if this is > happening after the mailer-gateway processes the incoming request. > > Any help greatly appreciated, thank you. > > -alex > ------------------------------------------------------------------------ > > _______________________________________________ > 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 From kfcrocker at lbl.gov Fri Feb 5 15:31:23 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Fri, 05 Feb 2010 12:31:23 -0800 Subject: [rt-users] Request Resolve approval customization? In-Reply-To: <4B6AE103.4EF5.001E.0@NorMed.ca> References: <4B6AE103.4EF5.001E.0@NorMed.ca> Message-ID: <4B6C801B.8000502@lbl.gov> Mike, For us, our owners ARE the ones that work on a ticket and "resolve" it when it is complete. We also have added a couple new ticket status values (pending QA & QA approvd) that allow us to write scrips to send notifications when those tickets get those values. When the Owner changes the values to "pending QA" a notification is sent out to the QA tester who then tests and later does a "Reply" to the ticket from that Email to say whether the test passed or failed. If it passed, the ticket history shows that notification and now the owner can resolve the ticket. Anyway, that's how we do it. I'm sure you could write a scrip using a Custom Field or something to send out a notice or automatically "resolve" the ticket. Kenn LBNL On 2/4/2010 11:58 AM, Mike Johnson wrote: > Greetings all, > > I'm curious if anyone has written, or if you have stumbled across an extension that would put the functionality in that an "owner" can request a ticket to be resolved. > > I have seen some incident tracking systems that the support person would basically set the ticket to "I think it's done" and that would notify the requestor who could confirm and it would resolve the ticket. > > RT can handle this through a manual process, I'm just curious if anyone went and wrote something that would handle this through email? > > I can already think of a way to do it should you customize the "customer" interface to RT... > > This just popped into my head and thought I'd see what the list had to offer. > > Thanks! > > > Mike Johnson > Datatel Programmer/Analyst > Northern Ontario School of Medicine > 955 Oliver Road > Thunder Bay, ON P7B 5E1 > Phone: (807) 766-7331 > Email: mike.johnson at normed.ca > Technology assistance: email nosmhelpdesk at normed.ca > Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: > Off campus toll free 1 (800) 461-8777, option 8, or locally either > (705) 662-7120 or (807) 766-7500 > > > _______________________________________________ > 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 > > From elacour at easter-eggs.com Sat Feb 6 03:07:46 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Sat, 6 Feb 2010 09:07:46 +0100 Subject: [rt-users] Charts not showing up in 3.8.7 In-Reply-To: <4B6C7A4B.6080302@lbl.gov> References: <4B6C7A4B.6080302@lbl.gov> Message-ID: <20100206080745.GS2281@easter-eggs.com> On Fri, Feb 05, 2010 at 12:06:35PM -0800, Ken Crocker wrote: > To list, > > Our testing of 3.8.7 is working nicely, with only a few bugs. We noticed > that although th Query works well with Custom FIelds, etc. we can't get > a pie or bar chart to show. We thought those were automatically included > in the RT download. Is there an extension we need to install? Our > RT_SiteConfig.pm Plugin look slike this "Set(@Plugins,(qw(RTx::Calendar > RT::Authen::ExternalAuth)));". Is the graph ability installed and we > just need to put something in the plugin? > Those graphs needs GD::Graph perl module. RT should warns you if you ran "./configure --enable-gd". You can just install this perl module now and restart your webserver, graphs should be there. There is also another kind of graphs to show tickets dependencies (see graph link on top rights of "links" box in a ticket display page). Those kind of graphs require Graphviz perl support (see ./configure --enable-graphviz). From elacour at easter-eggs.com Sat Feb 6 03:12:06 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Sat, 6 Feb 2010 09:12:06 +0100 Subject: [rt-users] Ticket Links on reqults - problem In-Reply-To: <4B6C7AC5.2050806@lbl.gov> References: <4B6C7AC5.2050806@lbl.gov> Message-ID: <20100206081205.GT2281@easter-eggs.com> On Fri, Feb 05, 2010 at 12:08:37PM -0800, Ken Crocker wrote: > To List, > > Is anyone out there having problems with no links from Search results to > tickets? Any idea why I might be? > is this a fresh RT install or did you upgrade from previous version? I see no problems on a freh install, maybe you did an upgrade and forget to upgrade the DB. Can you give us a screenshot, and also click on Advanced in a search results without links, then send the format content here. From dieckhoff at bremskerl.de Sun Feb 7 03:20:47 2010 From: dieckhoff at bremskerl.de (Marco Dieckhoff) Date: Sun, 07 Feb 2010 09:20:47 +0100 Subject: [rt-users] E-Mail system check by round trip email Message-ID: <4B6E77DF.5030603@bremskerl.de> Hi! Is there any check for an E-mail system that sends an email via an (external) smtp server and looks if that email is received (in a set timeframe) on a pop3/imap account? If not, how do you ensure that incoming mails reach your local server? Infrastructure: We have an external mail provider, putting all mail in a catchall account. A tool called "popcon" fetches the mails from that account, checks for viruses and has a rudimentary spam detection, and then delivers via our local Exchange server to the original recipients mailboxes. So we have multiple spofs. I already surveil smtp, pop and imap on both the external and our Exchange server. But that won't find popcon failures, or other delivery problems. -- Dipl.-Inform. Marco Dieckhoff Project Manager IT/ORG BREMSKERL-REIBBELAGWERKE EMMERLING GMBH & CO KG Brakenhof 7, 31629 Estorf-Leeseringen (Germany) P.O. Box 1860, 31568 Nienburg (Germany) phone: +49 (0) 5025 978 120 mail: marco.dieckhoff at bremskerl.de Gesch?ftsf?hrer der GmbH / General Manager: Reinhard Gramatke Amtsgericht Walsrode / Registration no.: KG: HRA100282, GmbH: HRB100520 -------------- next part -------------- An HTML attachment was scrubbed... URL: From dieckhoff at bremskerl.de Mon Feb 8 02:45:40 2010 From: dieckhoff at bremskerl.de (Marco Dieckhoff) Date: Mon, 08 Feb 2010 08:45:40 +0100 Subject: [rt-users] E-Mail system check by round trip email In-Reply-To: <20100207211514.GX21194@localhost.mi.fu-berlin.de> References: <4B6E77DF.5030603@bremskerl.de> <20100207211514.GX21194@localhost.mi.fu-berlin.de> Message-ID: <4B6FC124.7040605@bremskerl.de> Sorry if I bothered you, as you may have noticed I asked on the wrong mailinglist. (Wanted to ask about nagios) Thanks for the answers anyway ;) -- Marco Dieckhoff Project Manager IT/ORG BREMSKERL-REIBBELAGWERKE EMMERLING GMBH & CO KG Brakenhof 7, 31629 Estorf-Leeseringen (Germany) P.O. Box 1860, 31568 Nienburg (Germany) phone: +49 (0) 5025 978 120 mail: marco.dieckhoff at bremskerl.de Gesch?ftsf?hrer der GmbH / General Manager: Reinhard Gramatke Amtsgericht Walsrode / Registration no.: KG: HRA100282, GmbH: HRB100520 -------------- next part -------------- An HTML attachment was scrubbed... URL: From cgarcia at ific.uv.es Mon Feb 8 06:15:41 2010 From: cgarcia at ific.uv.es (Carlos Garcia Montoro) Date: Mon, 08 Feb 2010 12:15:41 +0100 Subject: [rt-users] Is this a bug or a feature? Rights to allow personal (My) saved search Message-ID: <4B6FF25D.8070809@ific.uv.es> Hi, We are using RT 3.8.7 and I want to allow my privileged users to save the searches that they want. In order to do that, I granted the following GLOBAL rights to my PRIVILEGED users: -CreateSavedSearch -EditSavedSearch -LoadSavedSearches -ShowSavedSearches I thought that it would be enough but actually it isn't. Some users came to me claiming that they can save searches as members of their groups, but they couldn't save personal searches (as "My saved searches"). I have done some research and I have concluded that in order to save personal searches, I also have to grant the global "ModifySelf" right. This behaviour is strange to me. I don't want my users to grant "ModifySelf" because I don't want them to be able to change their email addresses, but I want them to be able to save their personal searches. Isn't it an odd behaviour? ---- As an extra in case you are interested, I explain why I don't want to grant "ModifySelf" right: I authenticate users through apache and pam and I get their personal information through a LDAP server, which has their usernames, emails, and so on. Every user's email (formed by his nickname) has an alias, which is what I get from LDAP. Our aliases follow some kind of standard for the whole institution, so it is easy to know which is the alias email of a user knowing his real name. Hence, I don't want to allow my users to modify their nicknames and password in RT because it wouldn't have any effect. I also don't want to allow them to modify their email addresses in RT, because they would mess everything and privileged users couldn't "a priori" know if a particular user is using his real email or his alias. Hope to hear from people in Best Practical. Best wishes, Carlos Garc?a Montoro -- _______ _______________________________________________________________ | __ __ | Carlos Garc?a Montoro Ingeniero Inform?tico |_\_Y_/_| Instituto de F?sica Corpuscular Centro Mixto CSIC - UV |\_] [_/| Servicios Inform?ticos | [_] | Edificio Institutos de Investigaci?n cgarcia at ific.uv.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 963543706 |_______| Espa?a / Spain Fax: +34 963543488 -------------- next part -------------- A non-text attachment was scrubbed... Name: cgarcia.vcf Type: text/x-vcard Size: 441 bytes Desc: not available URL: From razzipk at hotmail.com Mon Feb 8 06:20:29 2010 From: razzipk at hotmail.com (softouch) Date: Mon, 8 Feb 2010 03:20:29 -0800 (PST) Subject: [rt-users] I Need urgent help about very unsual issue Message-ID: <27498390.post@talk.nabble.com> Hello Folks, i have installed RT3.8.7 on Ubuntu 8.4 a couple of week ago. in beginning every thing was working smoothly but from last couple of days i am facing very strange issue. All other functions of RT are working fine except. it happening that when ever i am trying to do any thing about some ticket like Search, Comment, Reply, etc. so when i am clicking submit/search or update button, my browser got lost and i got "page can't be found" issue. in the background that action is performed. when i checked my browser address box. i found that when ever rt is replying back against some action which i have already submitted, URL pattern is corrupted. Like i was trying to search a ticket by using simple search so as i typed the ticket no in the box and clicked "Search" page can't be displayed error is displaying on the screen while following URL is showing the Address bar "https://mydomain.comticket/Display.html?id=12" look at the ".comticket" portion. there should be a "/" between .com and ticket also ticket should be "Ticket". when i edit this manually every thing went ok." i have tested each option by reinstalling RT, Apache etc. but no success. please help me to resolve this issue. Rizwan. -- View this message in context: http://old.nabble.com/I-Need-urgent-help-about-very-unsual-issue-tp27498390p27498390.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From varun.vyas at elitecore.com Mon Feb 8 06:29:40 2010 From: varun.vyas at elitecore.com (Varun) Date: Mon, 8 Feb 2010 16:59:40 +0530 Subject: [rt-users] Regarding Duplicate Mails Message-ID: <6B93A26DAA4F42068E809E3183440124@elitecore.com> Hello All I have RT 3.6.3 setup with oracle 9i as backend and I have one weird problem of RT creating duplicate ticket from same mail. When I tried to debug it I found it that it is fetch mail which is not flushing data once mail has been read and ticket is created. Fetch mail again sends same mail from which previously a ticket already has been created. So now I have only two options left with me either to upgrade fetch mail or to write code in rt-mailgate to not to fetch mail once its ticket has been created. But as RT's code is not straight forward and I m a bit new to it I am not sure what steps exactly I should take to put a validation on not to again make ticket once ticket from same mail has been generated. Please any one can help me in this. I will be very grateful to him. Waiting a positive reply from your side Thanks & Regards Varun -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at vialtus.com Mon Feb 8 06:25:21 2010 From: rfh at vialtus.com (Raed El-Hames) Date: Mon, 08 Feb 2010 11:25:21 +0000 Subject: [rt-users] SELECT * FROM CachedGroupMembers WHERE GroupId = 'x' AND MemberId = '1', please help Message-ID: <4B6FF4A1.7090203@vialtus.com> Hi; RT-3.8.7 apach2, mysql5,mod_perl2,DBIx::SearchBuilder v1.56; -- I have Set($StatementLog,'debug') so I can see sql statements -- And I have Set($UseSQLForACLChecks,'1'); I am seeing lots of SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1', in my logs 2034 is a user defined group, with lots of members (staff users). These queries are showing up every time there is a ticket listing (ie home page my tickets ), or search list. As a result the page display is taking around 10 seconds longer I noticed these only happen if $UseSQLForACLChecks is set. I tracked it down to somewhere in Elements/CollectionList , but I cannot find the reason for it. Anyone else seen this and have a fix?? Regards; Roy From cgarcia at ific.uv.es Mon Feb 8 06:27:58 2010 From: cgarcia at ific.uv.es (Carlos Garcia Montoro) Date: Mon, 08 Feb 2010 12:27:58 +0100 Subject: [rt-users] Is this a bug or a feature? Rights to allow personal (My) saved search In-Reply-To: <4B6FF25D.8070809@ific.uv.es> References: <4B6FF25D.8070809@ific.uv.es> Message-ID: <4B6FF53E.4060004@ific.uv.es> I forgot to say that the message that my users receive when they try to save a search as a personal search is. If helps, it is: Results: Can't find a saved search to work with. Failed to create search attribute. Regards Carlos Garcia Montoro wrote: > Hi, > > We are using RT 3.8.7 and I want to allow my privileged users to save > the searches that they want. In order to do that, I granted the > following GLOBAL rights to my PRIVILEGED users: > > -CreateSavedSearch > -EditSavedSearch > -LoadSavedSearches > -ShowSavedSearches > > I thought that it would be enough but actually it isn't. Some users came > to me claiming that they can save searches as members of their groups, > but they couldn't save personal searches (as "My saved searches"). I > have done some research and I have concluded that in order to save > personal searches, I also have to grant the global "ModifySelf" right. > This behaviour is strange to me. I don't want my users to grant > "ModifySelf" because I don't want them to be able to change their email > addresses, but I want them to be able to save their personal searches. > Isn't it an odd behaviour? > > ---- > > As an extra in case you are interested, I explain why I don't want to > grant "ModifySelf" right: I authenticate users through apache and pam > and I get their personal information through a LDAP server, which has > their usernames, emails, and so on. Every user's email (formed by his > nickname) has an alias, which is what I get from LDAP. Our aliases > follow some kind of standard for the whole institution, so it is easy to > know which is the alias email of a user knowing his real name. Hence, I > don't want to allow my users to modify their nicknames and password in > RT because it wouldn't have any effect. I also don't want to allow them > to modify their email addresses in RT, because they would mess > everything and privileged users couldn't "a priori" know if a particular > user is using his real email or his alias. > > Hope to hear from people in Best Practical. > > Best wishes, > Carlos Garc?a Montoro > > _______________________________________________ > 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 -- _______ _______________________________________________________________ | __ __ | Carlos Garc?a Montoro Ingeniero Inform?tico |_\_Y_/_| Instituto de F?sica Corpuscular Centro Mixto CSIC - UV |\_] [_/| Servicios Inform?ticos | [_] | Edificio Institutos de Investigaci?n cgarcia at ific.uv.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 963543706 |_______| Espa?a / Spain Fax: +34 963543488 -------------- next part -------------- A non-text attachment was scrubbed... Name: cgarcia.vcf Type: text/x-vcard Size: 441 bytes Desc: not available URL: From rfh at vialtus.com Mon Feb 8 06:30:16 2010 From: rfh at vialtus.com (Raed El-Hames) Date: Mon, 08 Feb 2010 11:30:16 +0000 Subject: [rt-users] I Need urgent help about very unsual issue In-Reply-To: <27498390.post@talk.nabble.com> References: <27498390.post@talk.nabble.com> Message-ID: <4B6FF5C8.6070502@vialtus.com> Riz; What are your Set($WebBaseURL , Set($WebURL , Set to, I believe these should be ending with / ie Set($WebBaseURL , "https://mydomain.com/"); Set($WebURL ,"https://mydomain.com/"); Regards; Roy softouch wrote: > Hello Folks, > > i have installed RT3.8.7 on Ubuntu 8.4 a couple of week ago. in beginning > every thing was working smoothly but from last couple of days i am facing > very strange issue. > > All other functions of RT are working fine except. > > it happening that when ever i am trying to do any thing about some ticket > like Search, Comment, Reply, etc. > so when i am clicking submit/search or update button, my browser got lost > and i got "page can't be found" issue. in the background that action is > performed. when i checked my browser address box. i found that when ever rt > is replying back against some action which i have already submitted, URL > pattern is corrupted. Like i was trying to search a ticket by using simple > search so as i typed the ticket no in the box and clicked "Search" > page can't be displayed error is displaying on the screen while following > URL is showing the Address bar > > "https://mydomain.comticket/Display.html?id=12" > > look at the ".comticket" portion. there should be a "/" between .com and > ticket also ticket should be "Ticket". when i edit this manually every thing > went ok." > > i have tested each option by reinstalling RT, Apache etc. but no success. > please help me to resolve this issue. > > Rizwan. > From elacour at easter-eggs.com Mon Feb 8 06:27:44 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 8 Feb 2010 12:27:44 +0100 Subject: [rt-users] I Need urgent help about very unsual issue In-Reply-To: <27498390.post@talk.nabble.com> References: <27498390.post@talk.nabble.com> Message-ID: <20100208112744.GA3418@easter-eggs.com> On Mon, Feb 08, 2010 at 03:20:29AM -0800, softouch wrote: > > "https://mydomain.comticket/Display.html?id=12" > > look at the ".comticket" portion. there should be a "/" between .com and > ticket also ticket should be "Ticket". when i edit this manually every thing > went ok." > > i have tested each option by reinstalling RT, Apache etc. but no success. > please help me to resolve this issue. > can you give us your RT_SiteConfig.pm wihtout sensitive informations ;) ? From razzipk at hotmail.com Mon Feb 8 06:40:42 2010 From: razzipk at hotmail.com (softouch) Date: Mon, 8 Feb 2010 03:40:42 -0800 (PST) Subject: [rt-users] I Need urgent help about very unusual issue In-Reply-To: <27498390.post@talk.nabble.com> References: <27498390.post@talk.nabble.com> Message-ID: <27498593.post@talk.nabble.com> Guys my problem is resolved by the suggestion provided by Raed El-Hames. Hats off to Him... :) softouch wrote: > > Hello Folks, > > i have installed RT3.8.7 on Ubuntu 8.4 a couple of week ago. in beginning > every thing was working smoothly but from last couple of days i am facing > very strange issue. > > All other functions of RT are working fine except. > > it happening that when ever i am trying to do any thing about some ticket > like Search, Comment, Reply, etc. > so when i am clicking submit/search or update button, my browser got lost > and i got "page can't be found" issue. in the background that action is > performed. when i checked my browser address box. i found that when ever > rt is replying back against some action which i have already submitted, > URL pattern is corrupted. Like i was trying to search a ticket by using > simple search so as i typed the ticket no in the box and clicked "Search" > page can't be displayed error is displaying on the screen while following > URL is showing the Address bar > > "https://mydomain.comticket/Display.html?id=12" > > look at the ".comticket" portion. there should be a "/" between .com and > ticket also ticket should be "Ticket". when i edit this manually every > thing went ok." > > i have tested each option by reinstalling RT, Apache etc. but no success. > please help me to resolve this issue. > > Rizwan. > -- View this message in context: http://old.nabble.com/I-Need-urgent-help-about-very-unusual-issue-tp27498390p27498593.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From alberto.villanueva at altran.es Mon Feb 8 06:41:11 2010 From: alberto.villanueva at altran.es (Alberto Villanueva) Date: Mon, 08 Feb 2010 12:41:11 +0100 Subject: [rt-users] Download a source code of RT Message-ID: <4B6FF857.8060408@altran.es> Good morning, I would like to download a file of the RT source code. The filename is "combobox.js", and the version is "3.8.1". Does a ftp exist where I can download the file? Thanks a lot! Best regards, -- Alberto Villanueva Departamento de Industria ______________________________________ C/Campezo, 1, Edificio 1, Planta 4 28022 Madrid, Spain Tel : + 34 91 550 41 00 Fax: + 34 91 415 61 53 www.altran.es Antes de imprimir este mensaje, aseg?rate de que es necesario. Proteger el medio ambiente est? tambi?n en tu mano. En cumplimiento de la Ley Org?nica 15/1999, con fecha 13 de diciembre, de Protecci?n de Datos de Car?cter Personal, y la Ley 34/2002, con fecha 11 de julio, de Servicios de la Sociedad de la Informaci?n y de comercio electr?nico, le comunicamos que su direcci?n de correo electr?nico forma parte de un fichero del que es responsable Altran Espa?a, y que garantiza la confidencialidad y seguridad de sus datos. Tiene usted derecho al acceso, rectificaci?n y cancelaci?n de sus datos en los t?rminos establecidos en la Ley Org?nica 15/1999 de Protecci?n de Datos de Car?cter Personal y dem?s normativa concordante, dirigi?ndose a nuestra direcci?n anteriormente se?alada o por medio de correo electr?nico: comunicacion at altran.es. AVISO LEGAL: Este mensaje, junto con cualquier fichero adjunto, est? dirigido a su destinatario y es confidencial. Cualquier distribuci?n, uso o reproducci?n sin consentimiento del remitente est? estrictamente prohibido. Si ha recibido este mensaje por error, por favor proceda a ponerlo en conocimiento del remitente por e-mail y a borrarlo de su sistema sin realizar copias. From elacour at easter-eggs.com Mon Feb 8 06:45:39 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 8 Feb 2010 12:45:39 +0100 Subject: [rt-users] Download a source code of RT In-Reply-To: <4B6FF857.8060408@altran.es> References: <4B6FF857.8060408@altran.es> Message-ID: <20100208114539.GB3418@easter-eggs.com> On Mon, Feb 08, 2010 at 12:41:11PM +0100, Alberto Villanueva wrote: > Good morning, > > > I would like to download a file of the RT source code. The > filename is "combobox.js", and the version is "3.8.1". > Does a ftp exist where I can download the file? > tarballs are available here: http://www.bestpractical.com/rt/download.html full sources here: http://github.com/bestpractical/rt/tree/rt-3.8.1/share/html/NoAuth/js/ From razzipk at hotmail.com Mon Feb 8 06:58:24 2010 From: razzipk at hotmail.com (softouch) Date: Mon, 8 Feb 2010 03:58:24 -0800 (PST) Subject: [rt-users] How to change footer note in RT Web pages. Message-ID: <27498799.post@talk.nabble.com> Hello Folks how can i change the "?|? RT 3.8.7 Copyright 1996-2009 Best Practical Solutions, LLC." string from the RT web pages?? also how to change the legal statement from Login page. Thanking in Advance. R i Z. -- View this message in context: http://old.nabble.com/How-to-change-footer-note-in-RT-Web-pages.-tp27498799p27498799.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jesse at bestpractical.com Mon Feb 8 08:39:53 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 8 Feb 2010 08:39:53 -0500 Subject: [rt-users] How to change footer note in RT Web pages. In-Reply-To: <27498799.post@talk.nabble.com> References: <27498799.post@talk.nabble.com> Message-ID: <20100208133953.GA22564@bestpractical.com> On Mon, Feb 08, 2010 at 03:58:24AM -0800, softouch wrote: > > Hello Folks > > how can i change the > > "?|? RT 3.8.7 Copyright 1996-2009 Best Practical Solutions, LLC." > > string from the RT web pages?? > > also how to change the legal statement from Login page. Please don't remove the product's copyright message. > > Thanking in Advance. > > R i Z. > > > -- > View this message in context: http://old.nabble.com/How-to-change-footer-note-in-RT-Web-pages.-tp27498799p27498799.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 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 -- From wpereira at pop-sp.rnp.br Mon Feb 8 09:21:47 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Mon, 08 Feb 2010 12:21:47 -0200 Subject: [rt-users] I can't create a ticket in RT Message-ID: <4B701DFB.4020405@pop-sp.rnp.br> Hi, folks. I need some help with that: There is a Postfix MTA running in the same server of RT. I configured procmail to deliver the messages to rt-mailgate, but after some tests I still can't create a ticket through e-mail messages. This is my rt.log: =========================== 403 Forbidden This is /usr/bin/rt-mailgate exiting because of an undefined server error at /usr/bin/rt-mailgate line 150, <> line 1. procmail: [8934] Mon Feb 8 11:09:13 2010 procmail: Program failure (75) of "rt-mailgate" procmail: Rescue of unfiltered data succeeded procmail: [8934] Mon Feb 8 11:09:13 2010 procmail: Match on ! "^From:.*@(cais.rnp.br|pop-ba.rnp.br|outrocliente.dominio)" procmail: Match on ! "(^(Mailing-List:|Precedence:.*(junk|bulk|list)|To: Multiple recipients of |(((Resent-)?(From|Sender)|X-Envelope-From):|>?From )([^>]*[^(.%@a-z0-9])?(Post(ma?(st(e?r)?|n)|office)|(send)?Mail(er)?|daemon|m(mdf|ajordomo)|n?uucp|LIST(SERV|proc)|NETSERV|o(wner|ps)|r(e(quest|sponse)|oot)|b(ounce|bs\.smtp)|echo|mirror|s(erv(ices?|er)|mtp(error)?|ystem)|A(dmin(istrator)?|MMGR|utoanswer))(([^).!:a-z0-9][-_a-z0-9]*)?[%@> ][^<)]*(\(.*\).*)?)?$([^>]|$)))" procmail: Executing " (formail -r -I "Precedence: junk" \ -A"X-Loop: root at pop-sp.rnp.br" ; \ cat $DIR/resp) | $SENDMAIL -t -F "PoP-SP/RNP" -f postmaster at pop-sp.rnp.br " procmail: Assigning "LASTFOLDER= (formail -r -I "Precedence: junk" \ -A"X-Loop: root at pop-sp.rnp.br" ; \ cat $DIR/resp) | $SENDMAIL -t -F "PoP-SP/RNP" -f postmaster at pop-sp.rnp.br " procmail: Assigning "PATH=/nonexistent/bin:/usr/local/bin:/usr/bin:/bin" cat: /home/rt/resp: No such file or directory procmail: Assigning "LASTFOLDER=/home/rt/default/new/1265634553.8934_0.rtracker.rt" procmail: Notified comsat: "nobody at 0:/home/rt/default/new/1265634553.8934_0.rtracker.rt" From wpereira at pop-sp.rnp.br Mon Feb 8 11:09:12 2010 Subject: teste 08-02-2010 11:08 Folder: /home/rt/default/new/1265634553.8934_0.rtracker.rt 869 =========================== Ans this is my procmailrc file: =========================== # Configuracao do Procmailrc DIR=/home/rt MAILDIR=$DIR/default #DEFAULT=$DIR/default DEFAULT=$MAILDIR/ LOGFILE=$DIR/rt.log SHELL=/bin/bash DEBUG=yes VERBOSE=yes FILA="$1" OPC="$2" # Caso 1 - clientes autorizados :0fw * ^From:.*@(pop-sp.rnp.br|rtracker.rt.pop-sp.rnp.br|usp.br) | rt-mailgate --debug --queue ${FILA} --action ${OPC} --url https://rtracker.rt.pop-sp.rnp.br/rt # Caso 2 - cliente nao autorizado :0 h c * !^From:.*@(cais.rnp.br|pop-ba.rnp.br|outrocliente.dominio) * !^FROM_DAEMON | (formail -r -I "Precedence: junk" \ -A"X-Loop: root at pop-sp.rnp.br" ; \ cat $DIR/resp) | $SENDMAIL -t -F "PoP-SP/RNP" -f postmaster at pop-sp.rnp.br =========================== Thank you all a lot. -- Wagner Pereira PoP-SP/RNP - Ponto de Presen?a da RNP em S?o Paulo CCE/USP - Centro de Computa??o Eletr?nica da Universidade de S?o Paulo http://www.pop-sp.rnp.br Tel. (11) 3091-8901 From elacour at easter-eggs.com Mon Feb 8 09:28:09 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 8 Feb 2010 15:28:09 +0100 Subject: [rt-users] I can't create a ticket in RT In-Reply-To: <4B701DFB.4020405@pop-sp.rnp.br> References: <4B701DFB.4020405@pop-sp.rnp.br> Message-ID: <20100208142809.GF3418@easter-eggs.com> On Mon, Feb 08, 2010 at 12:21:47PM -0200, Wagner Pereira wrote: > Hi, folks. > > I need some help with that: There is a Postfix MTA running in the same > server of RT. > > I configured procmail to deliver the messages to rt-mailgate, but after > some tests I still can't create a ticket through e-mail messages. > > This is my rt.log: > > =========================== > 403 Forbidden your webserver refuse access to RT to rt-mailgate, rt-mailgate use a subpart of RT to POST the mail and it seems that you configured your apache server in a way that this subpart require authentication. are you using HTTP authentication? if so, either allow localhost to connect without a password or create an account and set credentials in your rt-mailgate call. From wpereira at pop-sp.rnp.br Mon Feb 8 09:40:00 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Mon, 08 Feb 2010 12:40:00 -0200 Subject: [rt-users] I can't create a ticket in RT In-Reply-To: <20100208142809.GF3418@easter-eggs.com> References: <4B701DFB.4020405@pop-sp.rnp.br> <20100208142809.GF3418@easter-eggs.com> Message-ID: <4B702240.2000100@pop-sp.rnp.br> Hi, Emmanuel. Thanks for answered me. My authentication is HTTPS: https://rtracker.rt.pop-sp.rnp.br/rt/ "if so, either allow localhost to connect without a password or create an account and set credentials in your rt-mailgate call." How can I implement that? P.S.: I observed a thing: every time I make a test, sending an e-mail message to rt at pop-sp.rnp.br, one file is generated in /home/rt/default/new, as follows: rtracker:/home/rt/default# ls -la new total 16 drwx------ 2 nobody mail 4096 Fev 8 11:09 . drwxrwxrwx 5 root root 4096 Jan 29 09:10 .. -rw------- 1 nobody mail 869 Jan 29 09:10 1264763438.10146_0.rtracker.rt -rw------- 1 nobody mail 869 Fev 8 11:09 1265634553.8934_0.rtracker.rt -- Wagner Pereira PoP-SP/RNP - Ponto de Presen?a da RNP em S?o Paulo CCE/USP - Centro de Computa??o Eletr?nica da Universidade de S?o Paulo http://www.pop-sp.rnp.br Tel. (11) 3091-8901 Emmanuel Lacour escreveu: > On Mon, Feb 08, 2010 at 12:21:47PM -0200, Wagner Pereira wrote: > >> Hi, folks. >> >> I need some help with that: There is a Postfix MTA running in the same >> server of RT. >> >> I configured procmail to deliver the messages to rt-mailgate, but after >> some tests I still can't create a ticket through e-mail messages. >> >> This is my rt.log: >> >> =========================== >> 403 Forbidden >> > > your webserver refuse access to RT to rt-mailgate, rt-mailgate use a > subpart of RT to POST the mail and it seems that you configured your > apache server in a way that this subpart require authentication. > > are you using HTTP authentication? > > if so, either allow localhost to connect without a password or create an > account and set credentials in your rt-mailgate call. > > _______________________________________________ > 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 > From elacour at easter-eggs.com Mon Feb 8 09:49:11 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 8 Feb 2010 15:49:11 +0100 Subject: [rt-users] I can't create a ticket in RT In-Reply-To: <4B702240.2000100@pop-sp.rnp.br> References: <4B701DFB.4020405@pop-sp.rnp.br> <20100208142809.GF3418@easter-eggs.com> <4B702240.2000100@pop-sp.rnp.br> Message-ID: <20100208144911.GG3418@easter-eggs.com> On Mon, Feb 08, 2010 at 12:40:00PM -0200, Wagner Pereira wrote: > > My authentication is HTTPS: https://rtracker.rt.pop-sp.rnp.br/rt/ > That's the way you access your RT server, not the way you authenticate to it. Can you give us your VirtualHost configuration? > > P.S.: I observed a thing: every time I make a test, sending an e-mail > message to rt at pop-sp.rnp.br, one file is generated in > /home/rt/default/new, as follows: > > rtracker:/home/rt/default# ls -la new > total 16 > drwx------ 2 nobody mail 4096 Fev 8 11:09 . > drwxrwxrwx 5 root root 4096 Jan 29 09:10 .. > -rw------- 1 nobody mail 869 Jan 29 09:10 1264763438.10146_0.rtracker.rt > -rw------- 1 nobody mail 869 Fev 8 11:09 1265634553.8934_0.rtracker.rt > I'm not a procmail master, so either :0fw keeps a copy in the user maildir or it deliver to the maildir if the pipe to command fails?? AW, you can use those files to test your rt-mailgate command, just doing "cat FILE | rt-mailgate ...". From wpereira at pop-sp.rnp.br Mon Feb 8 10:34:51 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Mon, 08 Feb 2010 13:34:51 -0200 Subject: [rt-users] I can't create a ticket in RT In-Reply-To: <20100208144911.GG3418@easter-eggs.com> References: <4B701DFB.4020405@pop-sp.rnp.br> <20100208142809.GF3418@easter-eggs.com> <4B702240.2000100@pop-sp.rnp.br> <20100208144911.GG3418@easter-eggs.com> Message-ID: <4B702F1B.8050507@pop-sp.rnp.br> Emmanuel, That's my VirtualHost file: =========================== ServerName rtracker.rt.pop-sp.rnp.br RedirectMatch ^/$ https://rtracker.rt.pop-sp.rnp.br/rt/ DocumentRoot /var/www CustomLog /var/log/apache2/rt.log combined ServerSignature Off LogLevel warn =========================== And according to man procmailrc: :0fw A line starting with ':' marks the beginning of a recipe. f Consider the pipe as a filter. w Wait for the filter or program to finish and check its exitcode (normally ignored); if the filter is unsuccessful, then the text will not have been filtered. =========================== Ok, that's what I did, following your suggestion: cat test.txt | /usr/local/bin/rt-mailgate-3.6 --queue general --action correspond --url https://rtracker.rt.pop-sp.rnp.br/rt/ --debug And here is the debug output: =========================== Connecting to https://rtracker.rt.pop-sp.rnp.br/rt//REST/1.0/NoAuth/mail-gateway at /usr/local/bin/rt-mailgate-3.6 line 102, <> line 1. An Error Occurred 403 Forbidden This is /usr/local/bin/rt-mailgate-3.6 exiting because of an undefined server error at /usr/local/bin/rt-mailgate-3.6 line 150, <> line 1. =========================== -- Wagner Pereira PoP-SP/RNP - Ponto de Presen?a da RNP em S?o Paulo CCE/USP - Centro de Computa??o Eletr?nica da Universidade de S?o Paulo http://www.pop-sp.rnp.br Tel. (11) 3091-8901 Emmanuel Lacour escreveu: > On Mon, Feb 08, 2010 at 12:40:00PM -0200, Wagner Pereira wrote: > >> My authentication is HTTPS: https://rtracker.rt.pop-sp.rnp.br/rt/ >> >> > > That's the way you access your RT server, not the way you authenticate > to it. Can you give us your VirtualHost configuration? > > >> P.S.: I observed a thing: every time I make a test, sending an e-mail >> message to rt at pop-sp.rnp.br, one file is generated in >> /home/rt/default/new, as follows: >> >> rtracker:/home/rt/default# ls -la new >> total 16 >> drwx------ 2 nobody mail 4096 Fev 8 11:09 . >> drwxrwxrwx 5 root root 4096 Jan 29 09:10 .. >> -rw------- 1 nobody mail 869 Jan 29 09:10 1264763438.10146_0.rtracker.rt >> -rw------- 1 nobody mail 869 Fev 8 11:09 1265634553.8934_0.rtracker.rt >> >> > > I'm not a procmail master, so either :0fw keeps a copy in the user > maildir or it deliver to the maildir if the pipe to command fails?? > > AW, you can use those files to test your rt-mailgate command, just doing > "cat FILE | rt-mailgate ...". > > From falcone at bestpractical.com Mon Feb 8 10:53:23 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 8 Feb 2010 10:53:23 -0500 Subject: [rt-users] I can't create a ticket in RT In-Reply-To: <4B702F1B.8050507@pop-sp.rnp.br> References: <4B701DFB.4020405@pop-sp.rnp.br> <20100208142809.GF3418@easter-eggs.com> <4B702240.2000100@pop-sp.rnp.br> <20100208144911.GG3418@easter-eggs.com> <4B702F1B.8050507@pop-sp.rnp.br> Message-ID: <20100208155323.GO737@jibsheet.com> On Mon, Feb 08, 2010 at 01:34:51PM -0200, Wagner Pereira wrote: > Emmanuel, > > That's my VirtualHost file: > > =========================== > > ServerName rtracker.rt.pop-sp.rnp.br > RedirectMatch ^/$ https://rtracker.rt.pop-sp.rnp.br/rt/ > DocumentRoot /var/www > CustomLog /var/log/apache2/rt.log combined > ServerSignature Off > LogLevel warn > > =========================== > > And according to man procmailrc: > > :0fw A line starting with ':' marks the beginning of a recipe. > f Consider the pipe as a filter. > w Wait for the filter or program to finish and check its exitcode (normally ignored); if the filter is unsuccessful, then the text will not have been filtered. > > =========================== > > Ok, that's what I did, following your suggestion: > > cat test.txt | /usr/local/bin/rt-mailgate-3.6 --queue general --action > correspond --url https://rtracker.rt.pop-sp.rnp.br/rt/ --debug > > And here is the debug output: > > =========================== > > Connecting to > https://rtracker.rt.pop-sp.rnp.br/rt//REST/1.0/NoAuth/mail-gateway at > /usr/local/bin/rt-mailgate-3.6 line 102, <> line 1. > An Error Occurred > > 403 Forbidden > This is /usr/local/bin/rt-mailgate-3.6 exiting because of an undefined > server error at /usr/local/bin/rt-mailgate-3.6 line 150, <> line 1. > And what do your apache logs say -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From elacour at easter-eggs.com Mon Feb 8 11:11:18 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 8 Feb 2010 17:11:18 +0100 Subject: [rt-users] I can't create a ticket in RT In-Reply-To: <4B702F1B.8050507@pop-sp.rnp.br> References: <4B701DFB.4020405@pop-sp.rnp.br> <20100208142809.GF3418@easter-eggs.com> <4B702240.2000100@pop-sp.rnp.br> <20100208144911.GG3418@easter-eggs.com> <4B702F1B.8050507@pop-sp.rnp.br> Message-ID: <20100208161118.GA3466@easter-eggs.com> On Mon, Feb 08, 2010 at 01:34:51PM -0200, Wagner Pereira wrote: > Emmanuel, > > That's my VirtualHost file: > > =========================== > > ServerName rtracker.rt.pop-sp.rnp.br > RedirectMatch ^/$ https://rtracker.rt.pop-sp.rnp.br/rt/ > DocumentRoot /var/www > CustomLog /var/log/apache2/rt.log combined > ServerSignature Off > LogLevel warn > > =========================== > So you have somewhere else something that define that /rt runs RT, yes? > cat test.txt | /usr/local/bin/rt-mailgate-3.6 --queue general --action > correspond --url https://rtracker.rt.pop-sp.rnp.br/rt/ --debug > > And here is the debug output: > > =========================== > > Connecting to > https://rtracker.rt.pop-sp.rnp.br/rt//REST/1.0/NoAuth/mail-gateway at > /usr/local/bin/rt-mailgate-3.6 line 102, <> line 1. > An Error Occurred > > 403 Forbidden That's what I said, your webserver configuration seems broken in a way it disallow access to /rt//REST/1.0/NoAuth/mail-gateway. Explanation should be in your apache logs... From rfh at vialtus.com Mon Feb 8 11:50:02 2010 From: rfh at vialtus.com (Raed El-Hames) Date: Mon, 08 Feb 2010 16:50:02 +0000 Subject: [rt-users] ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowACL' :: please help Message-ID: <4B7040BA.5090501@vialtus.com> Maybe this time I'll get an answer .. RT-3.8.7 NO customisation apart from css DBIx - 1.56 apache2,mod_perl2 I am seeing a lot of queries (1146 of them) SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowACL') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND Principals.PrincipalType = 'Group' AND Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = 1 AND ACL.PrincipalType = Groups.Type AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 4)) AND Groups.Domain = 'RT::System-Role' AND Groups.Instance = '1' LIMIT 1 The only changes I see between these queries are - variation between ShowACL and ModifyACL - ACL.ObjectId = x (where x is the id foreach active queue in the system -- we have 116 active queues) 1- The first question that comes to mind what are we calling this lookup anyway, if the RT System user does not have permission on a queue, then the system is broken, so this lookup should be done differently and else where?? 2- Where is this called from so I can disable it (unless some one can answer question 1 and enlighten me as to why its there)?? Any help will truly be appreciated , these 1147 for 116 queues, my live system have twice the amount of queues and my concerns that I will end up with 3000 or so pointless queries with every page. Please please help. Roy From kfcrocker at lbl.gov Mon Feb 8 12:14:01 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Mon, 08 Feb 2010 09:14:01 -0800 Subject: [rt-users] ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowACL' :: please help In-Reply-To: <4B7040BA.5090501@vialtus.com> References: <4B7040BA.5090501@vialtus.com> Message-ID: <4B704659.1030208@lbl.gov> Raed, The only thing I can think of to help de-bug this is to list the privileges you've set and then compare that list to what you see in the ACL table. Unless, of course, you have Rights Matrix installed. That would also help. I don't know if "Rights Matrix" works on 3.8.x, but it certainly is worth a try. Kenn LBNL On 2/8/2010 8:50 AM, Raed El-Hames wrote: > Maybe this time I'll get an answer .. > RT-3.8.7 NO customisation apart from css > DBIx - 1.56 apache2,mod_perl2 > > I am seeing a lot of queries (1146 of them) > > SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMembers WHERE > (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowACL') AND > Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND > Principals.id = Groups.id AND Principals.PrincipalType = 'Group' AND > Principals.id = CachedGroupMembers.GroupId AND > CachedGroupMembers.MemberId = 1 AND ACL.PrincipalType = Groups.Type AND > ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType > = 'RT::Queue' AND ACL.ObjectId = 4)) AND Groups.Domain = > 'RT::System-Role' AND Groups.Instance = '1' LIMIT 1 > > > The only changes I see between these queries are > - variation between ShowACL and ModifyACL > - ACL.ObjectId = x (where x is the id foreach active queue in the system > -- we have 116 active queues) > > > 1- The first question that comes to mind what are we calling this lookup > anyway, if the RT System user does not have permission on a queue, then > the system is broken, so this lookup should be done differently and else > where?? > 2- Where is this called from so I can disable it (unless some one can > answer question 1 and enlighten me as to why its there)?? > > Any help will truly be appreciated , these 1147 for 116 queues, my live > system have twice the amount of queues and my concerns that I will end > up with 3000 or so pointless queries with every page. > > Please please help. > > Roy > > > > > > > > _______________________________________________ > 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 > > From kfcrocker at lbl.gov Mon Feb 8 12:19:48 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Mon, 08 Feb 2010 09:19:48 -0800 Subject: [rt-users] Ticket Links on reqults - problem In-Reply-To: <20100206081205.GT2281@easter-eggs.com> References: <4B6C7AC5.2050806@lbl.gov> <20100206081205.GT2281@easter-eggs.com> Message-ID: <4B7047B4.7080409@lbl.gov> Emmanuel, Here's a snapshot of the screen. We got the pie/bar charts to work, BTW, so thanks. When we ran the DB upgrade, we had trouble with the Oracle 1.23 and had to redo it with Oracle 1.22. All seemed to work well after that. Any ideas? Kenn LBNL On 2/6/2010 12:12 AM, Emmanuel Lacour wrote: > On Fri, Feb 05, 2010 at 12:08:37PM -0800, Ken Crocker wrote: > >> To List, >> >> Is anyone out there having problems with no links from Search results to >> tickets? Any idea why I might be? >> >> > > is this a fresh RT install or did you upgrade from previous version? > > I see no problems on a freh install, maybe you did an upgrade and forget > to upgrade the DB. > > Can you give us a screenshot, and also click on Advanced in a search > results without links, then send the format content here. > _______________________________________________ > 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 > > -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: moz-screenshot.jpg Type: image/jpeg Size: 74364 bytes Desc: not available URL: From rfh at vialtus.com Mon Feb 8 12:41:03 2010 From: rfh at vialtus.com (Raed El-Hames) Date: Mon, 08 Feb 2010 17:41:03 +0000 Subject: [rt-users] ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowACL' :: please help In-Reply-To: <4B704659.1030208@lbl.gov> References: <4B7040BA.5090501@vialtus.com> <4B704659.1030208@lbl.gov> Message-ID: <4B704CAF.10102@vialtus.com> Thanks for your response Ken , I traced it down to missing entry in CachedGroupMembers; When I upgraded my dev box from 3.6.3 to 3.8.7 I ran shrink_cgm_table.pl, which for some reason (maybe something in my system) deleted the following row: mysql> select * from CachedGroupMembers where id = 2; +----+---------+----------+------+-------------------+----------+ | id | GroupId | MemberId | Via | ImmediateParentId | Disabled | +----+---------+----------+------+-------------------+----------+ | 2 | 2 | 1 | 2 | 2 | 0 | +----+---------+----------+------+-------------------+----------+ This is the row that tells the RT::SystemUser that its a member of itself , and its the row that ACLs and Principals are checked against. The fact it was missing, it made the system loop through the queue checking acls for the RT user. so I added it via sql, and that problem is resolved, however : I do have another problem now, which is repeated : 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' No doubt its missing entries in the database ? (for the curious 2034 is a defined user group) , why its checking if the SystemUser is a member of that group is beyond my little brains. Again Any help will be appreciated Roy Ken Crocker wrote: > Raed, > > The only thing I can think of to help de-bug this is to list the > privileges you've set and then compare that list to what you see in the > ACL table. Unless, of course, you have Rights Matrix installed. That > would also help. I don't know if "Rights Matrix" works on 3.8.x, but it > certainly is worth a try. > > > Kenn > LBNL > > On 2/8/2010 8:50 AM, Raed El-Hames wrote: > >> Maybe this time I'll get an answer .. >> RT-3.8.7 NO customisation apart from css >> DBIx - 1.56 apache2,mod_perl2 >> >> I am seeing a lot of queries (1146 of them) >> >> SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMembers WHERE >> (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowACL') AND >> Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND >> Principals.id = Groups.id AND Principals.PrincipalType = 'Group' AND >> Principals.id = CachedGroupMembers.GroupId AND >> CachedGroupMembers.MemberId = 1 AND ACL.PrincipalType = Groups.Type AND >> ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType >> = 'RT::Queue' AND ACL.ObjectId = 4)) AND Groups.Domain = >> 'RT::System-Role' AND Groups.Instance = '1' LIMIT 1 >> >> >> The only changes I see between these queries are >> - variation between ShowACL and ModifyACL >> - ACL.ObjectId = x (where x is the id foreach active queue in the system >> -- we have 116 active queues) >> >> >> 1- The first question that comes to mind what are we calling this lookup >> anyway, if the RT System user does not have permission on a queue, then >> the system is broken, so this lookup should be done differently and else >> where?? >> 2- Where is this called from so I can disable it (unless some one can >> answer question 1 and enlighten me as to why its there)?? >> >> Any help will truly be appreciated , these 1147 for 116 queues, my live >> system have twice the amount of queues and my concerns that I will end >> up with 3000 or so pointless queries with every page. >> >> Please please help. >> >> Roy >> >> >> >> >> >> >> >> _______________________________________________ >> 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 >> >> >> From kfcrocker at lbl.gov Mon Feb 8 13:07:38 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Mon, 08 Feb 2010 10:07:38 -0800 Subject: [rt-users] ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowACL' :: please help In-Reply-To: <4B704CAF.10102@vialtus.com> References: <4B7040BA.5090501@vialtus.com> <4B704659.1030208@lbl.gov> <4B704CAF.10102@vialtus.com> Message-ID: <4B7052EA.1070403@lbl.gov> Raed, From my evaluations when scrutinizing the DB, I've noticed that it seems ANY query saved by group (OH, this is on 3.6.4. I haven't had a chance yet to REALLY look at the DB from a 3.8.x view) will always want to check permissions for a single user that wants to look at that query to see if that user is in the group. You say it is happening alot. Does that mean this security check happens regardless of the user? Regardless of the query? Is this GroupID a /system/ group? If so, is this query saved as a /system/ query? There might be something in these relationships that is escaping your notice. I've found, at least in the past, that a /*LOT*/ of the /time-consuming/ search problems are related to user/group membership/privileges. Hope this helps you in de-bugging the problem. Kenn LBNL On 2/8/2010 9:41 AM, Raed El-Hames wrote: > Thanks for your response Ken , > I traced it down to missing entry in CachedGroupMembers; > > When I upgraded my dev box from 3.6.3 to 3.8.7 I ran > shrink_cgm_table.pl, which for some reason (maybe something in my > system) deleted the following row: > > mysql> select * from CachedGroupMembers where id = 2; > +----+---------+----------+------+-------------------+----------+ > | id | GroupId | MemberId | Via | ImmediateParentId | Disabled | > +----+---------+----------+------+-------------------+----------+ > | 2 | 2 | 1 | 2 | 2 | 0 | > +----+---------+----------+------+-------------------+----------+ > > This is the row that tells the RT::SystemUser that its a member of > itself , and its the row that ACLs and Principals are checked against. > The fact it was missing, it made the system loop through the queue > checking acls for the RT user. > so I added it via sql, and that problem is resolved, however : > > I do have another problem now, which is repeated : > 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = > '2034' AND MemberId = '1' > 176 Query SELECT * FROM CachedGroupMembers WHERE > GroupId = '2034' AND MemberId = '1' > 176 Query SELECT * FROM CachedGroupMembers WHERE > GroupId = '2034' AND MemberId = '1' > 176 Query SELECT * FROM CachedGroupMembers WHERE > GroupId = '2034' AND MemberId = '1' > 176 Query SELECT * FROM CachedGroupMembers WHERE > GroupId = '2034' AND MemberId = '1' > 176 Query SELECT * FROM CachedGroupMembers WHERE > GroupId = '2034' AND MemberId = '1' > 176 Query SELECT * FROM CachedGroupMembers WHERE > GroupId = '2034' AND MemberId = '1' > 176 Query SELECT * FROM CachedGroupMembers WHERE > GroupId = '2034' AND MemberId = '1' > 176 Query SELECT * FROM CachedGroupMembers WHERE > GroupId = '2034' AND MemberId = '1' > 176 Query SELECT * FROM CachedGroupMembers WHERE > GroupId = '2034' AND MemberId = '1' > 176 Query SELECT * FROM CachedGroupMembers WHERE > GroupId = '2034' AND MemberId = '1' > 176 Query SELECT * FROM CachedGroupMembers WHERE > GroupId = '2034' AND MemberId = '1' > 176 Query SELECT * FROM CachedGroupMembers WHERE > GroupId = '2034' AND MemberId = '1' > 176 Query SELECT * FROM CachedGroupMembers WHERE > GroupId = '2034' AND MemberId = '1' > 176 Query SELECT * FROM CachedGroupMembers WHERE > GroupId = '2034' AND MemberId = '1' > > No doubt its missing entries in the database ? (for the curious 2034 > is a defined user group) , why its checking if the SystemUser is a > member of that group is beyond my little brains. > > Again Any help will be appreciated > > Roy > > > > > Ken Crocker wrote: >> Raed, >> >> The only thing I can think of to help de-bug this is to list the >> privileges you've set and then compare that list to what you see in >> the ACL table. Unless, of course, you have Rights Matrix installed. >> That would also help. I don't know if "Rights Matrix" works on 3.8.x, >> but it certainly is worth a try. >> >> >> Kenn >> LBNL >> >> On 2/8/2010 8:50 AM, Raed El-Hames wrote: >> >>> Maybe this time I'll get an answer .. >>> RT-3.8.7 NO customisation apart from css >>> DBIx - 1.56 apache2,mod_perl2 >>> >>> I am seeing a lot of queries (1146 of them) >>> >>> SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMembers WHERE >>> (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowACL') AND >>> Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND >>> Principals.id = Groups.id AND Principals.PrincipalType = 'Group' AND >>> Principals.id = CachedGroupMembers.GroupId AND >>> CachedGroupMembers.MemberId = 1 AND ACL.PrincipalType = Groups.Type >>> AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR >>> (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 4)) AND >>> Groups.Domain = 'RT::System-Role' AND Groups.Instance = '1' LIMIT 1 >>> >>> >>> The only changes I see between these queries are >>> - variation between ShowACL and ModifyACL >>> - ACL.ObjectId = x (where x is the id foreach active queue in the >>> system -- we have 116 active queues) >>> >>> >>> 1- The first question that comes to mind what are we calling this >>> lookup anyway, if the RT System user does not have permission on a >>> queue, then the system is broken, so this lookup should be done >>> differently and else where?? >>> 2- Where is this called from so I can disable it (unless some one >>> can answer question 1 and enlighten me as to why its there)?? >>> >>> Any help will truly be appreciated , these 1147 for 116 queues, my >>> live system have twice the amount of queues and my concerns that I >>> will end up with 3000 or so pointless queries with every page. >>> >>> Please please help. >>> >>> Roy >>> >>> >>> >>> >>> >>> >>> >>> _______________________________________________ >>> 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 >>> >>> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Mon Feb 8 13:48:51 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Mon, 08 Feb 2010 10:48:51 -0800 Subject: [rt-users] DataBase question for RT 3.8.7 Message-ID: <4B705C93.2070900@lbl.gov> To list, Were there any new Tables added to the DataBase for 3.8.7 not in 3.6.4? Thanks. Kenn LBNL From falcone at bestpractical.com Mon Feb 8 13:55:42 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 8 Feb 2010 13:55:42 -0500 Subject: [rt-users] Ticket Links on reqults - problem In-Reply-To: <4B7047B4.7080409@lbl.gov> References: <4B6C7AC5.2050806@lbl.gov> <20100206081205.GT2281@easter-eggs.com> <4B7047B4.7080409@lbl.gov> Message-ID: <20100208185542.GP737@jibsheet.com> On Mon, Feb 08, 2010 at 09:19:48AM -0800, Ken Crocker wrote: > Emmanuel, > > Here's a snapshot of the screen. We got the pie/bar charts to work, > BTW, so thanks. Kenn You missed what is possibly the most important thing that Emmanuel asked for, the Format copied from the Advanced tab on that search. -kevin > When we ran the DB upgrade, we had trouble with the Oracle 1.23 and > had to redo it with Oracle 1.22. All seemed to work well after that. > Any ideas? > > Kenn > LBNL > > On 2/6/2010 12:12 AM, Emmanuel Lacour wrote: > >On Fri, Feb 05, 2010 at 12:08:37PM -0800, Ken Crocker wrote: > >>To List, > >> > >>Is anyone out there having problems with no links from Search > >>results to tickets? Any idea why I might be? > >> > > > >is this a fresh RT install or did you upgrade from previous version? > > > >I see no problems on a freh install, maybe you did an upgrade and forget > >to upgrade the DB. > > > >Can you give us a screenshot, and also click on Advanced in a search > >results without links, then send the format content here. > >_______________________________________________ > >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 > > > _______________________________________________ > 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 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From rfh at vialtus.com Mon Feb 8 13:58:07 2010 From: rfh at vialtus.com (Raed El-Hames) Date: Mon, 08 Feb 2010 18:58:07 +0000 Subject: [rt-users] DataBase question for RT 3.8.7 In-Reply-To: <4B705C93.2070900@lbl.gov> References: <4B705C93.2070900@lbl.gov> Message-ID: <4B705EBF.1020305@vialtus.com> No new tables Ken, just a lot of new content and data type changes. if you download the source code have a look in etc/upgrade/* for each version above 3.6.4 As I remember , you use oracle , not sure if the data type changes effect your system, Regards; Roy -- returning the favour Ken Crocker wrote: > To list, > > Were there any new Tables added to the DataBase for 3.8.7 not in 3.6.4? > > Thanks. > > Kenn > LBNL > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 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 > From JoopvandeWege at mococo.nl Mon Feb 8 13:59:05 2010 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Mon, 08 Feb 2010 19:59:05 +0100 Subject: [rt-users] DataBase question for RT 3.8.7 In-Reply-To: <4B705C93.2070900@lbl.gov> References: <4B705C93.2070900@lbl.gov> Message-ID: <4B705EF9.5020503@mococo.nl> Ken Crocker wrote: > To list, > > Were there any new Tables added to the DataBase for 3.8.7 not in 3.6.4? You can check that yourself by looking at the source archive. Look in the etc/upgrade/.. for the file 'content'. Those files hold changes to the database, if I'm correct. Regards, Joop From rfh at vialtus.com Mon Feb 8 14:19:09 2010 From: rfh at vialtus.com (Raed El-Hames) Date: Mon, 08 Feb 2010 19:19:09 +0000 Subject: [rt-users] SELECT * FROM CachedGroupMembers WHERE GroupId = 'x' AND MemberId = '1', please help In-Reply-To: <4B6FF4A1.7090203@vialtus.com> References: <4B6FF4A1.7090203@vialtus.com> Message-ID: <4B7063AD.6070505@vialtus.com> Any ideas anyone Roy Raed El-Hames wrote: > Hi; > > RT-3.8.7 > apach2, mysql5,mod_perl2,DBIx::SearchBuilder v1.56; > -- I have Set($StatementLog,'debug') so I can see sql statements > -- And I have > Set($UseSQLForACLChecks,'1'); > > > I am seeing lots of SELECT * FROM CachedGroupMembers WHERE GroupId = > '2034' AND MemberId = '1', in my logs > 2034 is a user defined group, with lots of members (staff users). > These queries are showing up every time there is a ticket listing (ie > home page my tickets ), or search list. > As a result the page display is taking around 10 seconds longer > > I noticed these only happen if $UseSQLForACLChecks is set. > I tracked it down to somewhere in Elements/CollectionList , but I cannot > find the reason for it. > > Anyone else seen this and have a fix?? > > > Regards; > Roy > _______________________________________________ > 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 > From kfcrocker at lbl.gov Mon Feb 8 15:20:15 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Mon, 08 Feb 2010 12:20:15 -0800 Subject: [rt-users] DataBase question for RT 3.8.7 In-Reply-To: <4B705EF9.5020503@mococo.nl> References: <4B705C93.2070900@lbl.gov> <4B705EF9.5020503@mococo.nl> Message-ID: <4B7071FF.8050506@lbl.gov> Joop & everyone, Thanks. I didn't do the upgrade, but I'll get access and look at that data. Thanks again. Kenn LBNL On 2/8/2010 10:59 AM, Joop van de Wege wrote: > Ken Crocker wrote: > >> To list, >> >> Were there any new Tables added to the DataBase for 3.8.7 not in 3.6.4? >> > You can check that yourself by looking at the source archive. Look in > the etc/upgrade/.. for the file 'content'. Those files hold changes to > the database, if I'm correct. > > Regards, > > Joop > _______________________________________________ > 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 > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Mon Feb 8 15:23:04 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Mon, 08 Feb 2010 12:23:04 -0800 Subject: [rt-users] Ticket Links on reqults - problem In-Reply-To: <20100206081205.GT2281@easter-eggs.com> References: <4B6C7AC5.2050806@lbl.gov> <20100206081205.GT2281@easter-eggs.com> Message-ID: <4B7072A8.60108@lbl.gov> Emmanuel, Sorry about the "Advanced" format shot. Here it is: '__id__/TITLE:Ticket Id', QueueName, '__Subject__/TITLE:Subject','__Requestors__', Priority, Status,'__CustomField.{Work-State}__', OwnerName, '__Due__/TITLE:Due Date'. Thanks for the reminder Kevin. Kenn LBNL On 2/6/2010 12:12 AM, Emmanuel Lacour wrote: > On Fri, Feb 05, 2010 at 12:08:37PM -0800, Ken Crocker wrote: > >> To List, >> >> Is anyone out there having problems with no links from Search results to >> tickets? Any idea why I might be? >> >> > > is this a fresh RT install or did you upgrade from previous version? > > I see no problems on a freh install, maybe you did an upgrade and forget > to upgrade the DB. > > Can you give us a screenshot, and also click on Advanced in a search > results without links, then send the format content here. > _______________________________________________ > 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 > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Mon Feb 8 15:56:05 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Mon, 08 Feb 2010 12:56:05 -0800 Subject: [rt-users] Ticket Links on reqults - problem In-Reply-To: <4B7072A8.60108@lbl.gov> References: <4B6C7AC5.2050806@lbl.gov> <20100206081205.GT2281@easter-eggs.com> <4B7072A8.60108@lbl.gov> Message-ID: <4B707A65.7030109@lbl.gov> Emmanuel, HA! I found it. Your clue as to the format settings put me in the right direction. I had screwed up the default format settings. I've got it working now. Thanks. Kenn LBNL On 2/8/2010 12:23 PM, Ken Crocker wrote: > Emmanuel, > > Sorry about the "Advanced" format shot. Here it is: > > '__id__/TITLE:Ticket Id', QueueName, > '__Subject__/TITLE:Subject','__Requestors__', Priority, > Status,'__CustomField.{Work-State}__', OwnerName, > '__Due__/TITLE:Due Date'. > > Thanks for the reminder Kevin. > > Kenn > LBNL > > On 2/6/2010 12:12 AM, Emmanuel Lacour wrote: >> On Fri, Feb 05, 2010 at 12:08:37PM -0800, Ken Crocker wrote: >> >>> To List, >>> >>> Is anyone out there having problems with no links from Search results to >>> tickets? Any idea why I might be? >>> >>> >> >> is this a fresh RT install or did you upgrade from previous version? >> >> I see no problems on a freh install, maybe you did an upgrade and forget >> to upgrade the DB. >> >> Can you give us a screenshot, and also click on Advanced in a search >> results without links, then send the format content here. >> _______________________________________________ >> 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 >> >> > ------------------------------------------------------------------------ > > _______________________________________________ > 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From wpereira at pop-sp.rnp.br Mon Feb 8 16:05:02 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Mon, 08 Feb 2010 19:05:02 -0200 Subject: [rt-users] I can't create a ticket in RT In-Reply-To: <20100208161118.GA3466@easter-eggs.com> References: <4B701DFB.4020405@pop-sp.rnp.br> <20100208142809.GF3418@easter-eggs.com> <4B702240.2000100@pop-sp.rnp.br> <20100208144911.GG3418@easter-eggs.com> <4B702F1B.8050507@pop-sp.rnp.br> <20100208161118.GA3466@easter-eggs.com> Message-ID: <4B707C7E.4040201@pop-sp.rnp.br> Kevin and Emmanuel, Q: So you have somewhere else something that define that /rt runs RT, yes? A: I'm affraid don't understand that question. The following is my /var/log/apache2/error.log ================================ [Sun Feb 07 06:25:02 2010] [warn] RSA server certificate CommonName (CN) `rtracker.pop-sp.rnp.br' does NOT match server name!? [Sun Feb 07 06:25:02 2010] [notice] Apache/2.2.9 (Debian) mod_ssl/2.2.9 OpenSSL/0.9.8g mod_perl/2.0.4 Perl/v5.10.0 configured -- resuming normal operations [Sun Feb 07 11:11:17 2010] [error] [client 89.108.89.54] File does not exist: /htdocs [Mon Feb 08 10:16:48 2010] [error] [client 200.133.192.22] Log file /var/log/apache2//rt.log couldn't be written or created. [Mon Feb 08 10:16:48 2010] [error] [client 200.133.192.22] RT can't run. at /usr/share/request-tracker3.6/lib/RT.pm line 300. [Mon Feb 08 10:16:48 2010] [error] [client 200.133.192.22] Premature end of script headers: mason_handler.scgi [Mon Feb 08 10:16:49 2010] [error] [client 200.133.192.22] File does not exist: /var/www/favicon.ico [Mon Feb 08 10:16:52 2010] [error] [client 200.133.192.22] File does not exist: /var/www/favicon.ico [Mon Feb 08 10:16:53 2010] [error] [client 200.133.192.22] Log file /var/log/apache2//rt.log couldn't be written or created., referer: https://200.133.192.79/rt/ [Mon Feb 08 10:16:53 2010] [error] [client 200.133.192.22] RT can't run. at /usr/share/request-tracker3.6/lib/RT.pm line 300., referer: https://200.133.192.79/rt/ [Mon Feb 08 10:16:53 2010] [error] [client 200.133.192.22] Premature end of script headers: mason_handler.scgi, referer: https://200.133.192.79/rt/ [Mon Feb 08 10:16:53 2010] [error] [client 200.133.192.22] Log file /var/log/apache2//rt.log couldn't be written or created., referer: https://200.133.192.79/rt/ [Mon Feb 08 10:16:53 2010] [error] [client 200.133.192.22] RT can't run. at /usr/share/request-tracker3.6/lib/RT.pm line 300., referer: https://200.133.192.79/rt/ [Mon Feb 08 10:16:53 2010] [error] [client 200.133.192.22] Premature end of script headers: mason_handler.scgi, referer: https://200.133.192.79/rt/ [Mon Feb 08 11:09:13 2010] [error] [client 200.133.192.79] client denied by server configuration: /usr/share/request-tracker3.6/libexec/mason_handler.scgi [Mon Feb 08 11:19:52 2010] [error] [client 200.133.192.22] File does not exist: /var/www/favicon.ico [Mon Feb 08 11:19:55 2010] [error] [client 200.133.192.22] File does not exist: /var/www/favicon.ico [Mon Feb 08 13:05:16 2010] [error] [client 200.133.192.22] Log file /var/log/apache2//rt.log couldn't be written or created., referer: http://rtracker.rt.pop-sp.rnp.br/rt/ [Mon Feb 08 13:05:16 2010] [error] [client 200.133.192.22] RT can't run. at /usr/share/request-tracker3.6/lib/RT.pm line 300., referer: http://rtracker.rt.pop-sp.rnp.br/rt/ [Mon Feb 08 13:05:16 2010] [error] [client 200.133.192.22] Premature end of script headers: mason_handler.scgi, referer: http://rtracker.rt.pop-sp.rnp.br/rt/ [Mon Feb 08 13:05:16 2010] [error] [client 200.133.192.22] Log file /var/log/apache2//rt.log couldn't be written or created., referer: http://rtracker.rt.pop-sp.rnp.br/rt/ [Mon Feb 08 13:05:16 2010] [error] [client 200.133.192.22] RT can't run. at /usr/share/request-tracker3.6/lib/RT.pm line 300., referer: http://rtracker.rt.pop-sp.rnp.br/rt/ [Mon Feb 08 13:05:16 2010] [error] [client 200.133.192.22] Premature end of script headers: mason_handler.scgi, referer: http://rtracker.rt.pop-sp.rnp.br/rt/ [Mon Feb 08 13:05:16 2010] [error] [client 200.133.192.22] Log file /var/log/apache2//rt.log couldn't be written or created., referer: http://rtracker.rt.pop-sp.rnp.br/rt/ [Mon Feb 08 13:05:16 2010] [error] [client 200.133.192.22] RT can't run. at /usr/share/request-tracker3.6/lib/RT.pm line 300., referer: http://rtracker.rt.pop-sp.rnp.br/rt/ [Mon Feb 08 13:05:16 2010] [error] [client 200.133.192.22] Premature end of script headers: mason_handler.scgi, referer: http://rtracker.rt.pop-sp.rnp.br/rt/ [Mon Feb 08 13:07:09 2010] [error] [client 200.133.192.22] File does not exist: /htdocs [Mon Feb 08 13:07:12 2010] [error] [client 200.133.192.22] File does not exist: /htdocs [Mon Feb 08 13:31:50 2010] [error] [client 200.133.192.79] client denied by server configuration: /usr/share/request-tracker3.6/libexec/mason_handler.scgi [Mon Feb 08 15:01:06 2010] [error] [client 200.133.192.22] Log file /var/log/apache2//rt.log couldn't be written or created., referer: https://200.133.192.79/rt/index.html [Mon Feb 08 15:01:06 2010] [error] [client 200.133.192.22] RT can't run. at /usr/share/request-tracker3.6/lib/RT.pm line 300., referer: https://200.133.192.79/rt/index.html [Mon Feb 08 15:01:06 2010] [error] [client 200.133.192.22] Premature end of script headers: mason_handler.scgi, referer: https://200.133.192.79/rt/index.html [Mon Feb 08 18:39:29 2010] [error] [client 200.133.192.22] Log file /var/log/apache2//rt.log couldn't be written or created., referer: https://200.133.192.79/rt/ [Mon Feb 08 18:39:29 2010] [error] [client 200.133.192.22] RT can't run. at /usr/share/request-tracker3.6/lib/RT.pm line 300., referer: https://200.133.192.79/rt/ [Mon Feb 08 18:39:29 2010] [error] [client 200.133.192.22] Premature end of script headers: mason_handler.scgi, referer: https://200.133.192.79/rt/ ================================ -- Wagner Pereira PoP-SP/RNP - Ponto de Presen?a da RNP em S?o Paulo CCE/USP - Centro de Computa??o Eletr?nica da Universidade de S?o Paulo http://www.pop-sp.rnp.br Tel. (11) 3091-8901 Emmanuel Lacour escreveu: > On Mon, Feb 08, 2010 at 01:34:51PM -0200, Wagner Pereira wrote: > >> Emmanuel, >> >> That's my VirtualHost file: >> >> =========================== >> >> ServerName rtracker.rt.pop-sp.rnp.br >> RedirectMatch ^/$ https://rtracker.rt.pop-sp.rnp.br/rt/ >> DocumentRoot /var/www >> CustomLog /var/log/apache2/rt.log combined >> ServerSignature Off >> LogLevel warn >> >> =========================== >> >> > > So you have somewhere else something that define that /rt runs RT, yes? > > >> cat test.txt | /usr/local/bin/rt-mailgate-3.6 --queue general --action >> correspond --url https://rtracker.rt.pop-sp.rnp.br/rt/ --debug >> >> And here is the debug output: >> >> =========================== >> >> Connecting to >> https://rtracker.rt.pop-sp.rnp.br/rt//REST/1.0/NoAuth/mail-gateway at >> /usr/local/bin/rt-mailgate-3.6 line 102, <> line 1. >> An Error Occurred >> >> 403 Forbidden >> > > That's what I said, your webserver configuration seems broken in a way > it disallow access to /rt//REST/1.0/NoAuth/mail-gateway. Explanation > should be in your apache logs... > > From falcone at bestpractical.com Mon Feb 8 16:53:54 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 8 Feb 2010 16:53:54 -0500 Subject: [rt-users] I can't create a ticket in RT In-Reply-To: <4B707C7E.4040201@pop-sp.rnp.br> References: <4B701DFB.4020405@pop-sp.rnp.br> <20100208142809.GF3418@easter-eggs.com> <4B702240.2000100@pop-sp.rnp.br> <20100208144911.GG3418@easter-eggs.com> <4B702F1B.8050507@pop-sp.rnp.br> <20100208161118.GA3466@easter-eggs.com> <4B707C7E.4040201@pop-sp.rnp.br> Message-ID: <20100208215354.GQ737@jibsheet.com> On Mon, Feb 08, 2010 at 07:05:02PM -0200, Wagner Pereira wrote: > Kevin and Emmanuel, > > Q: So you have somewhere else something that define that /rt runs RT, yes? > > A: I'm affraid don't understand that question. There must be more Apache conf, because the part you sent was not actually serving /rt > The following is my /var/log/apache2/error.log > > [Mon Feb 08 10:16:48 2010] [error] [client 200.133.192.22] Log file > /var/log/apache2//rt.log couldn't be written or created. > [Mon Feb 08 10:16:48 2010] [error] [client 200.133.192.22] RT can't > run. at /usr/share/request-tracker3.6/lib/RT.pm line 300. > [Mon Feb 08 10:16:48 2010] [error] [client 200.133.192.22] Premature end > of script headers: mason_handler.scgi > [Mon Feb 08 10:16:49 2010] [error] [client 200.133.192.22] File does not > exist: /var/www/favicon.ico > [Mon Feb 08 10:16:52 2010] [error] [client 200.133.192.22] File does not > exist: /var/www/favicon.ico This reads like RT isn't even running, at all. Let alone for your mailgate. I suggest either making /var/log/apache2/rt.log exist and be writable by apache, or changing your RT_SiteConfig.pm so that it doesn't write to rt.log -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From kfcrocker at lbl.gov Mon Feb 8 17:48:22 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Mon, 08 Feb 2010 14:48:22 -0800 Subject: [rt-users] Trouble with ConciseSpreadsheet Message-ID: <4B7094B6.6040504@lbl.gov> To list, I'm having trouble getting my ConciseSpreadsheet extension working. We installed "ConciseSpreadsheet" into /share/html. However, I can't find any instructions on what to do after that. I had some old instructions for 3.6.4, but they can't apply because the code in "Results.html" has changed too much. Can anyone help me on this? Thanks. Kenn LBNL From elacour at easter-eggs.com Tue Feb 9 01:40:47 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 9 Feb 2010 07:40:47 +0100 Subject: [rt-users] Ticket Links on reqults - problem In-Reply-To: <4B707A65.7030109@lbl.gov> References: <4B6C7AC5.2050806@lbl.gov> <20100206081205.GT2281@easter-eggs.com> <4B7072A8.60108@lbl.gov> <4B707A65.7030109@lbl.gov> Message-ID: <20100209064047.GA3644@easter-eggs.com> On Mon, Feb 08, 2010 at 12:56:05PM -0800, Ken Crocker wrote: > Emmanuel, > > HA! I found it. Your clue as to the format settings put me in the > right direction. I had screwed up the default format settings. I've > got it working now. Thanks. > You're welcome ;) From razzipk at hotmail.com Tue Feb 9 01:48:28 2010 From: razzipk at hotmail.com (softouch) Date: Mon, 8 Feb 2010 22:48:28 -0800 (PST) Subject: [rt-users] how to delete tickets in RT Message-ID: <27511116.post@talk.nabble.com> Hello. after installation of Fresh RT, there is a bulk of test tickets in rt DB. i want to remove these tickets before commencing operational launch of my system. please help me to remove these tickets. also after deletion of tickets ticket counter no should be reset. also kindly help me to change the ticket status menu items like if i want to rename ticket status "open" to some thing else, where should i apply this change and how. Thanks in Advance, R i Z -- View this message in context: http://old.nabble.com/how-to-delete-tickets-in-RT-tp27511116p27511116.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From alberto.villanueva at altran.es Tue Feb 9 04:25:01 2010 From: alberto.villanueva at altran.es (Alberto Villanueva) Date: Tue, 09 Feb 2010 10:25:01 +0100 Subject: [rt-users] how to delete tickets in RT In-Reply-To: <27511116.post@talk.nabble.com> References: <27511116.post@talk.nabble.com> Message-ID: <4B7129ED.8030105@altran.es> Hello, You must use Shredder. When you execute a query in tickets, and you are administrator, it will appear a new option in the horizontal menu called "Shredder". Also, you can delete tickets from command line. You have more information in next links: - http://wiki.bestpractical.com/view/Shredder - http://wiki.bestpractical.com/view/ShredderControl Regards, > Hello. > > after installation of Fresh RT, there is a bulk of test tickets in rt DB. i > want to remove these tickets before commencing operational launch of my > system. please help me to remove these tickets. also after deletion of > tickets ticket counter no should be reset. > > also kindly help me to change the ticket status menu items like if i want to > rename ticket status "open" to some thing else, where should i apply this > change and how. > > Thanks in Advance, > > R i Z -- Alberto Villanueva Departamento de Industria ______________________________________ C/Campezo, 1, Edificio 1, Planta 4 28022 Madrid, Spain Tel : + 34 91 550 41 00 Fax: + 34 91 415 61 53 www.altran.es Antes de imprimir este mensaje, aseg?rate de que es necesario. Proteger el medio ambiente est? tambi?n en tu mano. En cumplimiento de la Ley Org?nica 15/1999, con fecha 13 de diciembre, de Protecci?n de Datos de Car?cter Personal, y la Ley 34/2002, con fecha 11 de julio, de Servicios de la Sociedad de la Informaci?n y de comercio electr?nico, le comunicamos que su direcci?n de correo electr?nico forma parte de un fichero del que es responsable Altran Espa?a, y que garantiza la confidencialidad y seguridad de sus datos. Tiene usted derecho al acceso, rectificaci?n y cancelaci?n de sus datos en los t?rminos establecidos en la Ley Org?nica 15/1999 de Protecci?n de Datos de Car?cter Personal y dem?s normativa concordante, dirigi?ndose a nuestra direcci?n anteriormente se?alada o por medio de correo electr?nico: comunicacion at altran.es. AVISO LEGAL: Este mensaje, junto con cualquier fichero adjunto, est? dirigido a su destinatario y es confidencial. Cualquier distribuci?n, uso o reproducci?n sin consentimiento del remitente est? estrictamente prohibido. Si ha recibido este mensaje por error, por favor proceda a ponerlo en conocimiento del remitente por e-mail y a borrarlo de su sistema sin realizar copias. From razzipk at hotmail.com Tue Feb 9 04:37:36 2010 From: razzipk at hotmail.com (softouch) Date: Tue, 9 Feb 2010 01:37:36 -0800 (PST) Subject: [rt-users] how to delete tickets in RT In-Reply-To: <4B7129ED.8030105@altran.es> References: <27511116.post@talk.nabble.com> <4B7129ED.8030105@altran.es> Message-ID: <27512620.post@talk.nabble.com> Thankz a lot dear, i have successfully deleted the test tickets. i also want to reset the ticket counter to 0. so that when i am going to operational launch of system, it should be a fresh one. Alberto Villanueva wrote: > > Hello, > > > You must use Shredder. When you execute a query in tickets, and > you are administrator, it will appear a new option in the > horizontal menu called "Shredder". > > Also, you can delete tickets from command line. You have more > information in next links: > > - http://wiki.bestpractical.com/view/Shredder > - http://wiki.bestpractical.com/view/ShredderControl > > > Regards, > > >> Hello. >> >> after installation of Fresh RT, there is a bulk of test tickets in rt DB. >> i >> want to remove these tickets before commencing operational launch of my >> system. please help me to remove these tickets. also after deletion of >> tickets ticket counter no should be reset. >> >> also kindly help me to change the ticket status menu items like if i want >> to >> rename ticket status "open" to some thing else, where should i apply this >> change and how. >> >> Thanks in Advance, >> >> R i Z > > -- > Alberto Villanueva > Departamento de Industria > ______________________________________ > > C/Campezo, 1, Edificio 1, Planta 4 > 28022 Madrid, Spain > Tel : + 34 91 550 41 00 > Fax: + 34 91 415 61 53 > > www.altran.es > > Antes de imprimir este mensaje, aseg?rate de que es necesario. > Proteger el medio ambiente est? tambi?n en tu mano. > En cumplimiento de la Ley Org?nica 15/1999, con fecha 13 de > diciembre, de Protecci?n de Datos de Car?cter Personal, y la Ley > 34/2002, con fecha 11 de julio, de Servicios de la Sociedad de la > Informaci?n y de comercio electr?nico, le comunicamos que su > direcci?n de correo electr?nico forma parte de un fichero del que > es responsable Altran Espa?a, y que garantiza la confidencialidad > y seguridad de sus datos. Tiene usted derecho al acceso, > rectificaci?n y cancelaci?n de sus datos en los t?rminos > establecidos en la Ley Org?nica 15/1999 de Protecci?n de Datos de > Car?cter Personal y dem?s normativa concordante, dirigi?ndose a > nuestra direcci?n anteriormente se?alada o por medio de correo > electr?nico: comunicacion at altran.es. > > AVISO LEGAL: Este mensaje, junto con cualquier fichero adjunto, > est? dirigido a su destinatario y es confidencial. Cualquier > distribuci?n, uso o reproducci?n sin consentimiento del remitente > est? estrictamente prohibido. Si ha recibido este mensaje por > error, por favor proceda a ponerlo en conocimiento del remitente > por e-mail y a borrarlo de su sistema sin realizar copias. > _______________________________________________ > 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 > > -- View this message in context: http://old.nabble.com/how-to-delete-tickets-in-RT-tp27511116p27512620.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jettejpopi at yahoo.fr Tue Feb 9 04:31:50 2010 From: jettejpopi at yahoo.fr (jet jet) Date: Tue, 9 Feb 2010 09:31:50 +0000 (GMT) Subject: [rt-users] Source code display for html attachment Message-ID: <339328.66258.qm@web28608.mail.ukl.yahoo.com> Hello, We have got RT(3.8.1 and 3.8.2) on linux machine(centos). When we?send a html?attachement?with a ticket, it is display as text (the source code) in it. To resolve that we have to record the html file with UTF-8 encodage selected. This is not always possible, and it makes longer the ticket resolution process. ? Thank you for your help William -------------- next part -------------- An HTML attachment was scrubbed... URL: From sven.sternberger at desy.de Tue Feb 9 04:42:17 2010 From: sven.sternberger at desy.de (Sven Sternberger) Date: Tue, 09 Feb 2010 10:42:17 +0100 Subject: [rt-users] Feature Request: shredder Message-ID: <1265708537.9994.10.camel@zitpcx6759> Hello! we are in the process of cleaning up the User table. We have a lot of autocreated user in there which we want to purge by a script we created. We want to utilize the shredder cli to purge them. But in the commandline shredder I could only identify the user by email address. This fails sometimes, because we have some strange eMail-Strings in the DB. As I workaround I could do this with the Web-UI, but it would be very helpful if it would be possible to delete user by id. regards! sven From peter at wieland.no Tue Feb 9 08:02:07 2010 From: peter at wieland.no (Peter Wieland) Date: Tue, 9 Feb 2010 14:02:07 +0100 Subject: [rt-users] Exchange "From:" and "To:" Message-ID: <59B9B121-F365-429A-BC68-5E7054351022@wieland.no> I send emails from a system I use to customers with a BCC to rt. After arriving, the ticket has: From: my_email_address To: customer_email_address Fine, but now I want to exchange these values into: From: customer_email_address To: my_email_address Spent a couple of hours in the mailing list archives and tried several solutions but am still stuck. Tried a script (which I found here) with user defined action for cleanup: my $Transaction = $self->TransactionObj; my $header = $Transaction->Attachments->First->GetHeader('To'); my @addr = Mail::Address->parse($header); foreach my $addrobj (@addr) { my $addr = lc $RT::Nobody->UserObj->CanonicalizeEmailAddress($addrobj- >address); $RT::Logger->debug("my value for ToEmailAddress is " . "$addr"); $self->TicketObj->AddWatcher(Type=>'Requestor', Email => $addr); } $self->TicketObj->DeleteWatcher(Type=>'Requestor', Email => 'my_email_address'); but no log output is produced. I stripped everything away but my $Transaction = $self->TransactionObj; my $header = $Transaction->Attachments->First->GetHeader('To'); $RT::Logger->debug("debug?" ); but there is still no log output. Only after commenting the my $header line, I get log output. What am I doing wrong? Thanks for any help. Regards Peter -------------- next part -------------- An HTML attachment was scrubbed... URL: From jettejpopi at yahoo.fr Tue Feb 9 09:41:07 2010 From: jettejpopi at yahoo.fr (jet jet) Date: Tue, 9 Feb 2010 14:41:07 +0000 (GMT) Subject: [rt-users] Re : Source code display for html attachment Message-ID: <365875.24548.qm@web28605.mail.ukl.yahoo.com> in order to solve the PB i did theses changes in vain: -- update EmailInputEncodings utf-8, iso-8859-1, us-ascii to EmailInputEncodings iso-8859-1, utf-8, us-ascii -- SET TrustHTMLAttachments to true -- comment adddefaultcharset UTF-8 on httpd.conf Thank you; William --- En date de?: Mar 9.2.10, jet jet a ?crit?: De: jet jet Objet: Source code display for html attachment ?: "rt-users at lists.bestpractical.com" Date: Mardi 9 F?vrier 2010, 10h31 Hello, We have got RT(3.8.1 and 3.8.2) on linux machine(centos). When we?send a html?attachement?with a ticket, it is display as text (the source code) in it. To resolve that we have to record the html file with UTF-8 encodage selected. This is not always possible, and it makes longer the ticket resolution process. ? Thank you for your help William -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at vialtus.com Tue Feb 9 11:35:55 2010 From: rfh at vialtus.com (Raed El-Hames) Date: Tue, 09 Feb 2010 16:35:55 +0000 Subject: [rt-users] sql generated by search Search - My Tickets Message-ID: <4B718EEB.6020004@vialtus.com> Hi ; 3.8.7 with Set($UseSQLForACLChecks,'1'); When debugging what sql is generated by what I noticed the system saved search Search - My Tickets is generating the following sql: SELECT DISTINCT main.* FROM Tickets main JOIN Groups Groups_1 ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Instance = main.id ) LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = '1766849' ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE (main.Status != 'deleted') AND (main.Owner = '1766849' AND ( main.Status = 'new' OR main.Status = 'open' OR main.Status = 'stalled' ) AND ( ( main.Owner = '1766849' ) OR ( CachedGroupMembers_2.MemberId IS NOT NULL AND Groups_1.Type = 'Requestor' ) OR ( CachedGroupMembers_2.MemberId IS NOT NULL AND Groups_1.Type = 'Cc' ) OR ( CachedGroupMembers_2.MemberId IS NOT NULL AND Groups_1.Type = 'AdminCc' ) ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) ORDER BY main.Id DESC LIMIT 30 (the above query is requested twice) I would like to understand why the Cc/Requestor/AdminCc are looked up, which make the query much larger, I am certain that its to do with UseSQLForACLChecks , which I cannot get my head around, can some one explain: - How UseSQLForACLChecks works, where its generated etc - Can I disable this check on certain lookups (ie system saved searches for example) Baring in mind my system have ~ 300 queues and ~ 30m rows in CachedGroupMembers , optimising these searches is essential for me. Any pointers will be appreciated. Regards; Roy From dgriffi at cs.csubak.edu Tue Feb 9 12:12:19 2010 From: dgriffi at cs.csubak.edu (David Griffith) Date: Tue, 9 Feb 2010 09:12:19 -0800 (PST) Subject: [rt-users] viewing RTFM articles without logging in Message-ID: I'm trying to figure out how to create an "anonymous user" who is allowed to browse RTFM articles without actually being logged in. Has anyone else here felt this need? Can someone give me some pointers on where to start hacking the code to implement this? -- 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 kfcrocker at lbl.gov Tue Feb 9 13:00:02 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Tue, 09 Feb 2010 10:00:02 -0800 Subject: [rt-users] Problems with Concise Spreadsheet Message-ID: <4B71A2A2.30200@lbl.gov> To list, Is anyone out there using the Concise Spreadsheet extension? I've go tit installed, but the linked display shows up at the bottom of the page instead of replacing the "Spreadsheet" link display. Also, I'm not getting the titles for anything after my second column (Subject), which happens to be the reference link to a ticket. Anyone else having problems with this? Kenn LBNL From razzipk at hotmail.com Tue Feb 9 14:01:39 2010 From: razzipk at hotmail.com (softouch) Date: Tue, 9 Feb 2010 11:01:39 -0800 (PST) Subject: [rt-users] How to reset ticket # counter Message-ID: <27520320.post@talk.nabble.com> Is there any one who can help me to reset the ticket counter to 0. as i have deleted all test mails from dB so i also want to reset the thicket counter. which table contains information about ticket counter? -- View this message in context: http://old.nabble.com/How-to-reset-ticket---counter-tp27520320p27520320.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From mneuschafer at nationalstoresinc.com Tue Feb 9 14:29:05 2010 From: mneuschafer at nationalstoresinc.com (Michael Neuschafer) Date: Tue, 9 Feb 2010 11:29:05 -0800 Subject: [rt-users] Expand Toolbar stopped working Message-ID: <323E0713A7B4BB448FE88038747ABBAC0567BD62@hqsvr03.nationalmail> Hey, I have a user here that is trying to add a comment into a message in a ticket and the Expanded Toolbar in the message box has disappeared. Has anybody experience this in IE 8? It works in firefox but its stopped wowkring in IE 8. Is it java base? Thanks, Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 -------------- next part -------------- An HTML attachment was scrubbed... URL: From eje at panix.com Tue Feb 9 15:26:15 2010 From: eje at panix.com (Eleanor J. Evans [Panix Staff]) Date: Tue, 9 Feb 2010 15:26:15 -0500 Subject: [rt-users] comments and correspond by mail In-Reply-To: <20100203203239.GI15161@obspm.fr> References: <20100203203239.GI15161@obspm.fr> Message-ID: <20100209202615.GA26602@panix.com> On Wed, Feb 03, 2010 at 09:32:39PM +0100, Albert Shih wrote: > After a new ticket is create (by mail), RT send a mail to the requester and > to the watcher of the queue. > I would like to known how the watcher can put a comment to this ticket > using the mail ? > When the watcher reply to the RT mail, this mail is a ?correspond?. How can > the watcher make just a comment (don't send to the requester). Change the To: to the comment address. I've actually adjusted our scrips so AdminCCs get "as comment". That way, they have to change the To: to the correspond address to write to Requestors. -- Eleanor J. (Piglet) Evans, eje at panix.com Customer Support, (212) 741-4400 From william.graboyes at theportalgrp.com Tue Feb 9 15:52:52 2010 From: william.graboyes at theportalgrp.com (William Graboyes) Date: Tue, 9 Feb 2010 12:52:52 -0800 Subject: [rt-users] How to reset ticket # counter In-Reply-To: <27520320.post@talk.nabble.com> References: <27520320.post@talk.nabble.com> Message-ID: <8a5c3dac1002091252s7e7ffd40ued3392ee268fa937@mail.gmail.com> Hi, What database are you using? MySQL: truncate table Tickets; truncate table Transactions; truncate table ObjectCustomFieldValues; truncate table Attachments. Other Databeses, I don't know. Please note that truncate is a dangerous command, and literally deletes all information in the tables selected, and resets the cardinality to 0. On Tue, Feb 9, 2010 at 11:01, softouch wrote: > > Is there any one who can help me to reset the ticket counter to 0. as i > have > deleted all test mails from dB so i also want to reset the thicket counter. > which table contains information about ticket counter? > -- > View this message in context: > http://old.nabble.com/How-to-reset-ticket---counter-tp27520320p27520320.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 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 > -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Tue Feb 9 16:26:05 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Tue, 9 Feb 2010 16:26:05 -0500 Subject: [rt-users] How to reset ticket # counter In-Reply-To: <8a5c3dac1002091252s7e7ffd40ued3392ee268fa937@mail.gmail.com> References: <27520320.post@talk.nabble.com> <8a5c3dac1002091252s7e7ffd40ued3392ee268fa937@mail.gmail.com> Message-ID: >> Is there any one who can ?help me to reset the ticket counter to 0. as i have >> deleted all test mails from dB so i also want to reset the thicket counter. >> which table contains information about ticket counter? Other than being fussy, there's really no reason to do this. The ticket ID is what it is. Are you going to reset it whenever you get SPAM? Indeed, one could argue that having your tickets not start at one, and having SPAM randomly inserted is a minor gain for "security;" most notably if you have to allow anyone write-access to any ticket as a means of coping with people using their half-dozen addresses interchangeably**. ** MergeUsers presumes you know of the alternate addresses beforehand, or can afford to reject otherwise legitimate messages until you are aware of them. -- Cambridge Energy Alliance: Save money. Save the planet. From yamane at diamondcut.com.br Tue Feb 9 19:27:57 2010 From: yamane at diamondcut.com.br (Renato S. Yamane) Date: Tue, 09 Feb 10 22:27:57 -0200 Subject: [rt-users] Using RT with external mail provider Message-ID: <1265761677753518770@webmail.mandic.com.br> Hi, I?m a newbie in RT. Before start using it, I would like to know if is possible use RT in my intranet setting it to open tickets using my external mail provider. To be clear: - My e-mails are out of my hands. They are in a external provider (like Gmail); - I would like to do that: User send a message to rt at my-external-email.com RT need authenticate in my external email and get messages there If exist messages, them open a ticket and send a message to user (your ticket # is 12345) Regards, Renato S. Yamane From rkeidel at gmail.com Tue Feb 9 20:00:15 2010 From: rkeidel at gmail.com (Robert Keidel) Date: Tue, 9 Feb 2010 17:00:15 -0800 Subject: [rt-users] Using RT with external mail provider In-Reply-To: <1265761677753518770@webmail.mandic.com.br> References: <1265761677753518770@webmail.mandic.com.br> Message-ID: <91c16bf1002091700sf40b370r77f1654d24c9b019@mail.gmail.com> Hi, if your mail provider has pop3 or imap available and you are installing RT on a Linux OS, you could use fetchmail to pickup the e-mail. Through the mail gate from RT the email will create a ticket. Postfix/Sendmail could be used to deliver the email back to user (your ticket# is 12345) Robert On Tue, Feb 9, 2010 at 4:27 PM, Renato S. Yamane wrote: > > Hi, I?m a newbie in RT. > > Before start using it, I would like to know if is possible use RT in my > intranet setting it to open tickets using my external mail provider. > > To be clear: > - My e-mails are out of my hands. They are in a external provider (like > Gmail); > - I would like to do that: > User send a message to rt at my-external-email.com > RT need authenticate in my external email and get messages there > If exist messages, them open a ticket and send a message to user > (your ticket # is 12345) > > Regards, > Renato S. Yamane > _______________________________________________ > 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt-users at jjussi.com Wed Feb 10 03:41:22 2010 From: rt-users at jjussi.com (JJussi) Date: Wed, 10 Feb 2010 10:41:22 +0200 Subject: [rt-users] RSS feed Message-ID: <201002101041.23004.rt-users@jjussi.com> Hi! Would be "NICE" to have possibility to control (in RT_SiteConfig.pm) do user see RSS feed or not. Our company policy says that RSS feed of tickets is not allowed, and now only way (far as I know) to prevent that is edit 'share/html/Search/Elements/ResultViews' file. -- JJussi From rt-users at jjussi.com Wed Feb 10 04:34:11 2010 From: rt-users at jjussi.com (JJussi) Date: Wed, 10 Feb 2010 11:34:11 +0200 Subject: [rt-users] Queue owner see too much Message-ID: <201002101134.11863.rt-users@jjussi.com> Hi! At report Tools > Reports > Created in a date range user have "Queue" drop down, where there is two choises. '-' and '(current)Queue'. If user selects his/her queue, result is from that queue. BUT s/he can select that '-', then result is from ALL queues, and that's not good. How to prevent that user cannot see reports from all queues? How to make so that everywhere where user can/should select queue, s/he have only one option, his/her own queue? -- JJussi -------------- next part -------------- An HTML attachment was scrubbed... URL: From johnathan.bell at baker.edu Wed Feb 10 07:35:26 2010 From: johnathan.bell at baker.edu (Johnathan Bell) Date: Wed, 10 Feb 2010 07:35:26 -0500 Subject: [rt-users] How to set Global rights in Perl? (How do I get "global" into an object) In-Reply-To: <20091230202536.GD3556@jibsheet.com> References: <20091230202536.GD3556@jibsheet.com> Message-ID: <14A1628C-88A0-4B22-8AAF-510310EDA1E1@baker.edu> On Dec 30, 2009, at 3:25 PM, Kevin Falcone wrote: > On Wed, Dec 30, 2009 at 10:47:08AM -0500, Johnathan Bell wrote: >> I've written a script that will process an ACL-like file and set a number of permissions on our RT server, but currently I have this only working for specific queues. How can I make this work for global rights? Currently, I have it working as such: >> >> --snip-- >> # $groupName and $queueName are specified in the function parameters. Assume they're correct. >> # $status and $msg are also defined globals. >> my $groupObj = new RT::Group($currentUser); >> my $queueObj = new RT::Queue($currentUser); >> >> # Load our RT queue >> ($status, $msg) = $queueObj->Load($queueName); >> >> # Do one of these based on the type of group: >> ($status, $msg) = $groupObj->LoadUserDefinedGroup($groupName); >> ($status, $msg) = $groupObj->LoadQueueRoleGroup(Queue => $queueObj->id, Type => $groupName); >> ($status, $msg) = $groupObj->LoadSystemInternalGroup($groupName); >> >> ($status, $msg) = $groupObj->PrincipalObj->GrantRight( >> Right => $rightName, >> Object => $queueObj); >> --snip-- >> >> I know that GrantRight takes a string "RightName" and an object to apply the right to and for. Can I use the same "$groupObj->PrinciplaObj->GrantRight("RightName", $object) to specify global rights? How do I get "global" into an object? > > You probably want the $RT::System object > > -kevin > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com Kevin--That's exactly what I needed. Thanks. -- Johnathan Bell Internet System Administrator, Baker College Office Hours: 7A-4P, M-F From razzipk at hotmail.com Wed Feb 10 09:38:01 2010 From: razzipk at hotmail.com (softouch) Date: Wed, 10 Feb 2010 06:38:01 -0800 (PST) Subject: [rt-users] How to add custom text in a forwarded ticket to some third party outside RT Organization Message-ID: <27532152.post@talk.nabble.com> Hello. if i want to forward some ticket to such person who is not member of RT. i used forward option in Ticket. but i can't put custom text for this message as there is no option available. how to add some custom text in a forwarded ticket and also how to send this custom text to the receiving person? because whenever i forward some ticket to some one only a single message "This is a forward of ticket #..." is forwarding at the other end. i have changed the "Forward Ticket" template. but still its showing the same text. pls help. Thanks, R i Z -- View this message in context: http://old.nabble.com/How-to-add-custom-text-in-a-forwarded-ticket-to-some-third-party-outside-RT-Organization-tp27532152p27532152.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From PBarton at iesi.com Wed Feb 10 09:38:38 2010 From: PBarton at iesi.com (Peter Barton) Date: Wed, 10 Feb 2010 08:38:38 -0600 Subject: [rt-users] Emails saved as HTML Message-ID: It seems that every ticket that is opened on my new installation of 3.8.6 is being saved as HTML code. I can view the body of the message from the web interface, but if the email is to large it saves it as an attachment and when I open that attachment it is unreadable due to the HTML code. Is there a setting that I am missing telling RT to save as plain text or something like that? Thanks, ---------- Peter Barton -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Feb 10 16:35:14 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 10 Feb 2010 16:35:14 -0500 Subject: [rt-users] Source code display for html attachment In-Reply-To: <339328.66258.qm@web28608.mail.ukl.yahoo.com> References: <339328.66258.qm@web28608.mail.ukl.yahoo.com> Message-ID: <20100210213514.GS737@jibsheet.com> On Tue, Feb 09, 2010 at 09:31:50AM +0000, jet jet wrote: > Hello, > We have got RT(3.8.1 and 3.8.2) on linux machine(centos). > When we send a html attachement with a ticket, it is display as text (the source code) in it. > > To resolve that we have to record the html file with UTF-8 encodage selected. This is not > always possible, and it makes longer the ticket resolution process. Sounds like you missed TrustHTMLAttachments and other config options. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Feb 10 16:41:41 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 10 Feb 2010 16:41:41 -0500 Subject: [rt-users] Feature Request: shredder In-Reply-To: <1265708537.9994.10.camel@zitpcx6759> References: <1265708537.9994.10.camel@zitpcx6759> Message-ID: <20100210214141.GT737@jibsheet.com> On Tue, Feb 09, 2010 at 10:42:17AM +0100, Sven Sternberger wrote: > Hello! > > we are in the process of cleaning up the User table. We have a lot > of autocreated user in there which we want to purge by a script > we created. We want to utilize the shredder cli to purge them. > > But in the commandline shredder I could only identify > the user by email address. > This fails sometimes, because we have some strange > eMail-Strings in the DB. Depending on what other Users plugin features you're using (replace_relations, no_tickets, etc) you might be able to do what you want with the Objects=User,1234 plugin instead -kevin > As I workaround I could do this with the Web-UI, but it would be very > helpful if it would be possible to delete user by id. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From mahini at apple.com Wed Feb 10 18:16:16 2010 From: mahini at apple.com (Behzad Mahini) Date: Wed, 10 Feb 2010 15:16:16 -0800 Subject: [rt-users] My Ticket URL's are wrong When I Link Tickets -- RT 3.8.4 Message-ID: <64AAAEC2-38E7-4EAF-9962-80BE53F080E4@apple.com> I am asking this question, since some of the previous communications & documentations I looked at, were alarming when it came to changing some of the settings of RT_SiteConfig, when RT has been up & running for a while,..and obviously that is my scenario. When I link tickets, in the "Links" section of my Ticket history/ metadata, I 'll end up getting a hyperlink that does not use my domain name, and has "localhost" showing up in it, as follows: http://localhost/Ticket/Display.html?id=12345 instead of: http://MY_DOMAIN_NAME/Ticket/Display.html?id=12345 My RT_SiteConfig.pm, with the related settings: Set($DatabaseHost, 'localhost'); Set($DatabaseRTHost, 'localhost'); Set( $rtname, 'MY_DOMAIN.com'); Set($WebDomain, 'localhost'); Set($RTAddressRegexp, '^MY_USER\@MY_DOMAIN.XYZ.com$'); Set($CanonicalizeEmailAddressMatch, '@MY_DOMAIN\.com$'); Set($CanonicalizeEmailAddressReplace, '@MY_DOMAIN.com'); Set($WebPath, ""); Set($WebBaseURL, ($port == 443? 'https': 'http') .'://' . RT->Config- >Get('WebDomain') . ($port != 80 && $port != 443? ":$port" : '') ); Set($WebURL, RT->Config->Get('WebBaseURL') . RT->Config- >Get('WebPath') . "/"); #Set($Organization , "example.com"); ..and my RT_Config.pm: Set($Organization , "example.com"); Questions: 1) I have already hundreds of tickets generated through different Queues, and If I were to replace: Set($WebDomain, 'localhost'); with: Set($WebDomain, 'MY_DOMAIN.com'); Will that address my "localhost" issue (i.e., Correcting the Link URL), without causing negative side effects? 2) Since currently I don't have my $Organization defined per my RT_SiteConfig.pm, and I presume since RT_Config.pm has it defined as "example.com", I am receiving some emails as follows: ticket#xxx at example.com Again, If I were to remedy this separate issue, by adding the following in my RT_SIteConfig.pm: Set($Organization , "MY_DOMAIN.com"); Will that address this other issue, without causing negative side effects. Thanks, Behzad From Simon.Dray at antplc.com Thu Feb 11 06:41:49 2010 From: Simon.Dray at antplc.com (Simon Dray) Date: Thu, 11 Feb 2010 11:41:49 +0000 Subject: [rt-users] Help required with changing SLA due dates Message-ID: RT 3.8.6 SLA 0.03 Hello All I need some help I have SLA working with both Response and Resolve but need help with a scenario We set a hard date for resolution What I need to be able to do is the following If a ticket is updated with just an update for the client the clock continues to run, if however the ticket is sent back to the client requesting more information or evidence the clock is stopped and restarted with a new due date calculated from the time taken for them to respond is this possible. The client has a username on RT, would it help to re-assign the ticket to the user, each client has its own Queue and the client can only see that queue and tickets We do not allow clients to see comments in tickets Thanks for any help Regards Simon -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt-users at jjussi.com Thu Feb 11 05:43:37 2010 From: rt-users at jjussi.com (JJussi) Date: Thu, 11 Feb 2010 12:43:37 +0200 Subject: [rt-users] Queue owner see too much In-Reply-To: <201002101134.11863.rt-users@jjussi.com> References: <201002101134.11863.rt-users@jjussi.com> Message-ID: <201002111243.37844.rt-users@jjussi.com> OK.. I managed to fix this... And this would be nice change to orginal code (of course "real" programmer would write it maybe little different way) So I made copy of SelectQueue to 'local/html/Elements' and changed that... diff share/html/Elements/SelectQueue local/html/Elements/SelectQueue 77c77 < $ShowNullOption => 1 --- > $ShowNullOption => undef 87a88,97 > > my $qu = new RT::Queues($session{'CurrentUser'}); > $qu->UnLimit; > > while (my $quu = $qu->Next){ > if ($quu->CurrentUserHasRight('SuperUser')) { > $ShowNullOption = 1; > } > } > On Wednesday, 10. Februaryta 2010 11:34:11 you wrote: > Hi! > At report Tools > Reports > Created in a date range > user have "Queue" drop down, where there is two choises. '-' and > '(current)Queue'. > If user selects his/her queue, result is from that queue. BUT s/he can > select that '-', then result is from ALL queues, and that's not good. > > How to prevent that user cannot see reports from all queues? > How to make so that everywhere where user can/should select queue, s/he > have only one option, his/her own queue? > -- JJussi From falcone at bestpractical.com Thu Feb 11 10:06:42 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 11 Feb 2010 10:06:42 -0500 Subject: [rt-users] Queue owner see too much In-Reply-To: <201002111243.37844.rt-users@jjussi.com> References: <201002101134.11863.rt-users@jjussi.com> <201002111243.37844.rt-users@jjussi.com> Message-ID: <20100211150642.GU737@jibsheet.com> On Thu, Feb 11, 2010 at 12:43:37PM +0200, JJussi wrote: > OK.. > I managed to fix this... And this would be nice change to orginal code (of > course "real" programmer would write it maybe little different way) If a report is showing too many tickets, it means you've granted ShowTicket too broadly. Preventing your users from selecting - in the queue drop down is just masking over a permissions problem. All they have to do is delete Queue=7 from the query string and they'll still be able to see all tickets. -kevin > So I made copy of SelectQueue to 'local/html/Elements' and changed that... > > diff share/html/Elements/SelectQueue local/html/Elements/SelectQueue > 77c77 > < $ShowNullOption => 1 > --- > > $ShowNullOption => undef > 87a88,97 > > > > my $qu = new RT::Queues($session{'CurrentUser'}); > > $qu->UnLimit; > > > > while (my $quu = $qu->Next){ > > if ($quu->CurrentUserHasRight('SuperUser')) { > > $ShowNullOption = 1; > > } > > } > > > > > > On Wednesday, 10. Februaryta 2010 11:34:11 you wrote: > > Hi! > > At report Tools > Reports > Created in a date range > > user have "Queue" drop down, where there is two choises. '-' and > > '(current)Queue'. > > If user selects his/her queue, result is from that queue. BUT s/he can > > select that '-', then result is from ALL queues, and that's not good. > > > > How to prevent that user cannot see reports from all queues? > > How to make so that everywhere where user can/should select queue, s/he > > have only one option, his/her own queue? > > > > > -- > JJussi > _______________________________________________ > 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 > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Feb 11 10:08:28 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 11 Feb 2010 10:08:28 -0500 Subject: [rt-users] My Ticket URL's are wrong When I Link Tickets -- RT 3.8.4 In-Reply-To: <64AAAEC2-38E7-4EAF-9962-80BE53F080E4@apple.com> References: <64AAAEC2-38E7-4EAF-9962-80BE53F080E4@apple.com> Message-ID: <20100211150828.GV737@jibsheet.com> On Wed, Feb 10, 2010 at 03:16:16PM -0800, Behzad Mahini wrote: > I am asking this question, since some of the previous communications & > documentations I looked at, were alarming when it came to changing > some of the settings of RT_SiteConfig, when RT has been up & running > for a while,..and obviously that is my scenario. > > When I link tickets, in the "Links" section of my Ticket history/ > metadata, I 'll end up getting a hyperlink that does not use my domain > name, and has "localhost" showing up in it, as follows: > > http://localhost/Ticket/Display.html?id=12345 > > instead of: > > http://MY_DOMAIN_NAME/Ticket/Display.html?id=12345 > > > My RT_SiteConfig.pm, with the related settings: > > Set($DatabaseHost, 'localhost'); > Set($DatabaseRTHost, 'localhost'); > Set( $rtname, 'MY_DOMAIN.com'); > Set($WebDomain, 'localhost'); > Set($RTAddressRegexp, '^MY_USER\@MY_DOMAIN.XYZ.com$'); > Set($CanonicalizeEmailAddressMatch, '@MY_DOMAIN\.com$'); > Set($CanonicalizeEmailAddressReplace, '@MY_DOMAIN.com'); > > Set($WebPath, ""); > Set($WebBaseURL, ($port == 443? 'https': 'http') .'://' . RT->Config- > >Get('WebDomain') . ($port != 80 && $port != 443? ":$port" : '') ); > Set($WebURL, RT->Config->Get('WebBaseURL') . RT->Config- > >Get('WebPath') . "/"); > #Set($Organization , "example.com"); > > ..and my RT_Config.pm: > > Set($Organization , "example.com"); > > > Questions: > 1) I have already hundreds of tickets generated through different > Queues, and If I were to replace: > Set($WebDomain, 'localhost'); > with: > Set($WebDomain, 'MY_DOMAIN.com'); > > Will that address my "localhost" issue (i.e., Correcting the Link > URL), without causing negative side effects? This is fine and you should fix this > 2) Since currently I don't have my $Organization defined per my > RT_SiteConfig.pm, and I presume since RT_Config.pm has it defined as > "example.com", I am receiving some > emails as follows: > > ticket#xxx at example.com > > Again, If I were to remedy this separate issue, by adding the > following in my RT_SIteConfig.pm: > Set($Organization , "MY_DOMAIN.com"); > > Will that address this other issue, without causing negative side > effects. This will break your existing ticket links unless you clean up the DB -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From rfh at vialtus.com Thu Feb 11 10:13:11 2010 From: rfh at vialtus.com (Raed El-Hames) Date: Thu, 11 Feb 2010 15:13:11 +0000 Subject: [rt-users] Please please please an explanation In-Reply-To: <4B741E4B.7050206@vialtus.com> References: <4B741E4B.7050206@vialtus.com> Message-ID: <4B741E87.6090905@vialtus.com> Hi; rt-3.8.7 Second time of asking; Please can someone help me understand what Tickets_Overlay.pm: sub _DirectlyCanSeeIn sub CurrentUserCanSee do; Been looking at them for the last couple of days and cannot figure out the point or what they do? Any pointers will truly be appreciated Regards; Roy From jrummel at imapp.com Thu Feb 11 10:18:18 2010 From: jrummel at imapp.com (Jonathan Rummel) Date: Thu, 11 Feb 2010 07:18:18 -0800 (PST) Subject: [rt-users] Force Owner Change more than once on a ticket Message-ID: <27547530.post@talk.nabble.com> Hi all, I have 2 scrips written that change the owner of the current ticket based on a Select One CF. When the first owner (Frank) selects 'Yes', the scrip correctly forcibly changes the owner to the next in line (Christy). However, whenever Christy selects 'Yes', and the scrip tries to execute, it just freezes. This happens every time no matter the owner. Both scrips are identical (except for the owner it's forcibly changing to). Does anyone have any experience trying to forcibly change an owner of a ticket more than once? Why is this not working? Thanks! Jonathan -- View this message in context: http://old.nabble.com/Force-Owner-Change-more-than-once-on-a-ticket-tp27547530p27547530.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jettejpopi at yahoo.fr Thu Feb 11 10:28:52 2010 From: jettejpopi at yahoo.fr (jet jet) Date: Thu, 11 Feb 2010 15:28:52 +0000 (GMT) Subject: [rt-users] Source code display for html attachment Message-ID: <512692.64331.qm@web28605.mail.ukl.yahoo.com> Helle, Thank you for your suggestion, but i already test it and it didn't work. I tried this in vain: -- update EmailInputEncodings utf-8, iso-8859-1, us-ascii to EmailInputEncodings iso-8859-1, utf-8, us-ascii -- SET TrustHTMLAttachments to true -- comment adddefaultcharset UTF-8 on httpd.conf here is my file RT_SiteConfig.pm On Tue, Feb 09, 2010 at 09:31:50AM +0000, jet jet wrote: > Hello, > We have got RT(3.8.1 and 3.8.2) on linux machine(centos). > When we send a html attachement with a ticket, it is display as text (the source code) in it. > > To resolve that we have to record the html file with UTF-8 encodage selected. This is not > always possible, and it makes longer the ticket resolution process. Sounds like you missed TrustHTMLAttachments and other config options. Regars William -kevin On Tue, Feb 09, 2010 at 09:31:50AM +0000, jet jet wrote: > Hello, > We have got RT(3.8.1 and 3.8.2) on linux machine(centos). > When we send a html attachement with a ticket, it is display as text (the source code) in it. > > To resolve that we have to record the html file with UTF-8 encodage selected. This is not > always possible, and it makes longer the ticket resolution process. Sounds like you missed TrustHTMLAttachments and other config options. -kevin De: jet jet Objet: Source code display for html attachment ?: "rt-users at lists.bestpractical.com" Date: Mardi 9 F?vrier 2010, 10h31 Hello, We have got RT(3.8.1 and 3.8.2) on linux machine(centos). When we?send a html?attachement?with a ticket, it is display as text (the source code) in it. To resolve that we have to record the html file with UTF-8 encodage selected. This is not always possible, and it makes longer the ticket resolution process. ? Thank you for your help William -------------- next part -------------- An HTML attachment was scrubbed... URL: From mahini at apple.com Thu Feb 11 12:44:28 2010 From: mahini at apple.com (Behzad Mahini) Date: Thu, 11 Feb 2010 09:44:28 -0800 Subject: [rt-users] My Ticket URL's are wrong When I Link Tickets -- RT 3.8.4 In-Reply-To: <64AAAEC2-38E7-4EAF-9962-80BE53F080E4@apple.com> References: <64AAAEC2-38E7-4EAF-9962-80BE53F080E4@apple.com> Message-ID: <0A21D36D-0F31-4748-B804-BB399DCC268F@apple.com> Folks, I really appreciate any help I get. Thanks, Behzad On Feb 10, 2010, at 3:16 PM, Behzad Mahini wrote: > I am asking this question, since some of the previous communications > & documentations I looked at, were alarming when it came to changing > some of the settings of RT_SiteConfig, when RT has been up & > running for a while,..and obviously that is my scenario. > > When I link tickets, in the "Links" section of my Ticket history/ > metadata, I 'll end up getting a hyperlink that does not use my > domain name, and has "localhost" showing up in it, as follows: > > http://localhost/Ticket/Display.html?id=12345 > > instead of: > > http://MY_DOMAIN_NAME/Ticket/Display.html?id=12345 > > > My RT_SiteConfig.pm, with the related settings: > > Set($DatabaseHost, 'localhost'); > Set($DatabaseRTHost, 'localhost'); > Set( $rtname, 'MY_DOMAIN.com'); > Set($WebDomain, 'localhost'); > Set($RTAddressRegexp, '^MY_USER\@MY_DOMAIN.XYZ.com$'); > Set($CanonicalizeEmailAddressMatch, '@MY_DOMAIN\.com$'); > Set($CanonicalizeEmailAddressReplace, '@MY_DOMAIN.com'); > > Set($WebPath, ""); > Set($WebBaseURL, ($port == 443? 'https': 'http') .'://' . RT- > >Config->Get('WebDomain') . ($port != 80 && $port != 443? ":$port" : > '') ); > Set($WebURL, RT->Config->Get('WebBaseURL') . RT->Config- > >Get('WebPath') . "/"); > #Set($Organization , "example.com"); > > ..and my RT_Config.pm: > > Set($Organization , "example.com"); > > > Questions: > 1) I have already hundreds of tickets generated through different > Queues, and If I were to replace: > Set($WebDomain, 'localhost'); > with: > Set($WebDomain, 'MY_DOMAIN.com'); > > Will that address my "localhost" issue (i.e., Correcting the Link > URL), without causing negative side effects? > > 2) Since currently I don't have my $Organization defined per my > RT_SiteConfig.pm, and I presume since RT_Config.pm has it defined as > "example.com", I am receiving some > emails as follows: > > ticket#xxx at example.com > > Again, If I were to remedy this separate issue, by adding the > following in my RT_SIteConfig.pm: > Set($Organization , "MY_DOMAIN.com"); > > Will that address this other issue, without causing negative side > effects. > > > Thanks, > Behzad > > From balint.bekeny at docca.hu Thu Feb 11 12:54:28 2010 From: balint.bekeny at docca.hu (=?UTF-8?B?QsOBTElOVCBCZWvDqW55?=) Date: Thu, 11 Feb 2010 18:54:28 +0100 Subject: [rt-users] subject quote problem Message-ID: Hi List, I think there is a problem with mime-encoded header handling. The following code (and comments) are in I18N.pm file (3.8.7): ----- # It's legal for headers to contain mime-encoded commas and semicolons which # should not be treated as address separators. (Encoding == quoting here) # # until this is fixed, we must escape any string containing a comma or semicolon # this is only a bandaid # Some _other_ MUAs encode quotes _already_, and double quotes # confuse us a lot, so only quote it if it isn't quoted # already. $enc_str = qq{"$enc_str"} if $enc_str =~ /[,;]/ and $enc_str !~ /^".*"$/; ----- It is good for To, Cc and other fields because non-ascii, encoded names before email addresses can containt commas and semicolons, for example: NonAscii, Name becomes "NonAscii, Name" and that's why commas don't cause problems, but it's not good for subject. If I have a non-ascii subject with comma or semicolon it will be quoted. Non-ascii, subject becomes "Non-ascii, subject" It's not good but tolerable. But if I have a long non-ascii subject, I will get a worse thing: It is a very long non ascii subject with commas, in the header, it will be encoded and multiline becomes something like this: "It is a very long non ascii subject with commas, in"" the header, it will be encoded and multiline" It's not good if you parse the subject, and may annoy your users. I attached a patch that I use to avoid this problem. It's maybe useful but maybe you have a better solution or opinion about this problem. Please let me know if there is! Thanks, -- Bekeny Docca OutSource IT Ltd -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: subject_noquote.diff Type: application/octet-stream Size: 834 bytes Desc: not available URL: From mahini at apple.com Thu Feb 11 13:04:50 2010 From: mahini at apple.com (Behzad Mahini) Date: Thu, 11 Feb 2010 10:04:50 -0800 Subject: [rt-users] My Ticket URL's are wrong When I Link Tickets -- RT 3.8.4 In-Reply-To: <20100211150828.GV737@jibsheet.com> References: <64AAAEC2-38E7-4EAF-9962-80BE53F080E4@apple.com> <20100211150828.GV737@jibsheet.com> Message-ID: Sorry for my previous repeat question, as there was a delay in our mailserver to receive this response. I have a followup question, see inlines below. Thanks, Behzad >> > >> 2) Since currently I don't have my $Organization defined per my >> RT_SiteConfig.pm, and I presume since RT_Config.pm has it defined as >> "example.com", I am receiving some >> emails as follows: >> >> ticket#xxx at example.com >> >> Again, If I were to remedy this separate issue, by adding the >> following in my RT_SIteConfig.pm: >> Set($Organization , "MY_DOMAIN.com"); >> >> Will that address this other issue, without causing negative side >> effects. > > This will break your existing ticket links unless you clean up the DB What do I need to do specifically for DB cleanup? > > -kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt-users at jjussi.com Thu Feb 11 14:02:46 2010 From: rt-users at jjussi.com (JJussi) Date: Thu, 11 Feb 2010 21:02:46 +0200 Subject: [rt-users] Queue owner see too much In-Reply-To: <20100211150642.GU737@jibsheet.com> References: <201002101134.11863.rt-users@jjussi.com> <201002111243.37844.rt-users@jjussi.com> <20100211150642.GU737@jibsheet.com> Message-ID: <201002112102.46728.rt-users@jjussi.com> On Thursday, 11. Februaryta 2010 17:06:42 Kevin Falcone wrote: OK.. Have to search and test that.. Strange thing is that Report is only place where customer can see too many tickets (just a number, how many tickets there is).. Everywhere, where there is list of tickets, customer cannot see anything else than his/her own queue. BTW, this "rights" thing with multi layer rights is... Sometimes hard to handle. ;-) > On Thu, Feb 11, 2010 at 12:43:37PM +0200, JJussi wrote: > > OK.. > > I managed to fix this... And this would be nice change to orginal code > > (of course "real" programmer would write it maybe little different way) > > If a report is showing too many tickets, it means you've granted > ShowTicket too broadly. Preventing your users from selecting - in the > queue drop down is just masking over a permissions problem. All they > have to do is delete Queue=7 from the query string and they'll still > be able to see all tickets. > > -kevin > > > So I made copy of SelectQueue to 'local/html/Elements' and changed > > that... > > > > diff share/html/Elements/SelectQueue local/html/Elements/SelectQueue > > 77c77 > > < $ShowNullOption => 1 > > --- > > > > > $ShowNullOption => undef > > > > 87a88,97 > > > > > my $qu = new RT::Queues($session{'CurrentUser'}); > > > $qu->UnLimit; > > > > > > while (my $quu = $qu->Next){ > > > if ($quu->CurrentUserHasRight('SuperUser')) { > > > $ShowNullOption = 1; > > > } > > > } > > > > On Wednesday, 10. Februaryta 2010 11:34:11 you wrote: > > > Hi! > > > At report Tools > Reports > Created in a date range > > > user have "Queue" drop down, where there is two choises. '-' and > > > '(current)Queue'. > > > If user selects his/her queue, result is from that queue. BUT s/he can > > > select that '-', then result is from ALL queues, and that's not good. > > > > > > How to prevent that user cannot see reports from all queues? > > > How to make so that everywhere where user can/should select queue, s/he > > > have only one option, his/her own queue? > -- JJussi From jettejpopi at yahoo.fr Thu Feb 11 14:15:35 2010 From: jettejpopi at yahoo.fr (jet jet) Date: Thu, 11 Feb 2010 19:15:35 +0000 (GMT) Subject: [rt-users] Source code display for html attachment In-Reply-To: Message-ID: <636607.85924.qm@web28605.mail.ukl.yahoo.com> Here is the error i found in httpd logs: [Thu Feb 11 18:17:51 2010] [error]: Encoding error: UTF-16:Unrecognised BOM 3c at /usr/lib/perl5/5.10.0/i386-linux-thread-multi/Encode.pm line 182. Stack: ? [/usr/lib/perl5/5.10.0/i386-linux-thread-multi/Encode.pm:182] ? [/usr/lib/perl5/vendor_perl/5.10.0/RT/I18N.pm:235] ? [/usr/lib/perl5/vendor_perl/5.10.0/RT/I18N.pm:153] ? [/usr/lib/perl5/vendor_perl/5.10.0/RT/Interface/Web.pm:836] ? [/usr/share/rt3/html/Ticket/Update.html:217] ? [/usr/share/rt3/html/autohandler:311] ?defaulting to ISO-8859-1 -> UTF-8 (/usr/lib/perl5/vendor_perl/5.10.0/RT/I18N.pm:239) Regards William Date: Thu, 11 Feb 2010 15:28:52 +0000 (GMT) From: jet jet Subject: [rt-users] Source code display for html attachment To: "rt-users at lists.bestpractical.com" ??? Message-ID: <512692.64331.qm at web28605.mail.ukl.yahoo.com> Content-Type: text/plain; charset="iso-8859-1" Helle, Thank you for your suggestion, but i already test it and it didn't work. I tried this in vain: -- update EmailInputEncodings utf-8, iso-8859-1, us-ascii to EmailInputEncodings iso-8859-1, utf-8, us-ascii -- SET TrustHTMLAttachments to true -- comment adddefaultcharset UTF-8 on httpd.conf here is my file RT_SiteConfig.pm On Tue, Feb 09, 2010 at 09:31:50AM +0000, jet jet wrote: >? ? Hello, >? ? We have got RT(3.8.1 and 3.8.2) on linux machine(centos). >? ? When we send a html attachement with a ticket, it is display as text (the source code) in it. > >? ? To resolve that we have to record the html file with UTF-8 encodage selected. This is not >? ? always possible, and it makes longer the ticket resolution process. Sounds like you missed TrustHTMLAttachments and other config options. Regars William -kevin On Tue, Feb 09, 2010 at 09:31:50AM +0000, jet jet wrote: >? ? Hello, >? ? We have got RT(3.8.1 and 3.8.2) on linux machine(centos). >? ? When we send a html attachement with a ticket, it is display as text (the source code) in it. > >? ? To resolve that we have to record the html file with UTF-8 encodage selected. This is not >? ? always possible, and it makes longer the ticket resolution process. Sounds like you missed TrustHTMLAttachments and other config options. -kevin De: jet jet Objet: Source code display for html attachment ?: "rt-users at lists.bestpractical.com" Date: Mardi 9 F?vrier 2010, 10h31 Hello, We have got RT(3.8.1 and 3.8.2) on linux machine(centos). When we?send a html?attachement?with a ticket, it is display as text (the source code) in it. To resolve that we have to record the html file with UTF-8 encodage selected. This is not always possible, and it makes longer the ticket resolution process. ? Thank you for your help William ? ? ? ? ? ? ? ? ? -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20100211/95d17843/attachment.html ------------------------------ _______________________________________________ RT-Users mailing list RT-Users at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users End of RT-Users Digest, Vol 71, Issue 28 **************************************** -------------- next part -------------- An HTML attachment was scrubbed... URL: From mvdwesthuizen at alldata.nl Fri Feb 12 05:26:28 2010 From: mvdwesthuizen at alldata.nl (Matt van der Westhuizen) Date: Fri, 12 Feb 2010 11:26:28 +0100 Subject: [rt-users] RT slow inserts and updates Message-ID: <027D10C21E94C94982CA81CC16C28A10027EC113@mail-01.office.local> Hi all, Having some (what seems like DB) issues when attaching files, or replying to a certain transaction, and the associated queries, it takes about a minute and a half to create a ticket with a 120 KB attachment, and when replying to a transaction, fetching and inserting the correspondence into the wysiwyg editor can take up to a minute. I have turned on slow query logging and also optimized as much as possible, using settings from our heavier DB servers as well as using MySQLTuner... But still, the problem persists, details: RT 3.8.6 on FreeBSD 7.1 VM (Had the same issue on a physical machine) running on a hefty 64 bit host(Vista, VMware), 2G RAM, MySQL 5.1.3, Apache2, mod_perl2. Relevant httpd.conf : ServerName rt.office.local ServerAdmin #####@##### DocumentRoot /usr/local/rt3/share/html/ AddDefaultCharset UTF-8 #PerlModule Apache::DBI PerlModule Apache2::RequestRec PerlModule HTML::Mason::ApacheHandler PerlRequire /usr/local/rt3/bin/webmux.pl Alias /NoAuth/images/ /usr/local/rt3/share/html/NoAuth/images/ SetHandler perl-script PerlHandler RT::Mason AuthName RADIUS AuthType Basic AuthXRadiusAddServer "#####" "#####" AuthXRadiusTimeout 5 AuthXRadiusRetries 4 Require valid-user AuthBasicProvider xradius Satisfy Any Require valid-user my.cnf: [mysqld] max_allowed_packet=10MB query_cache_size=32M tmp_table_size=64M max_heap_table_size=64M thread_cache_size=4 innodb_buffer_pool_size=300M log-slow-queries=/var/log/mysql_slow_queries.log RT_SiteConfig: Set($rtname, 'Alldata'); Set($Organization, "########"); Set($Webpath, ""); Set($WebBaseURL, "http://##########"); Set($SendmailPath , "/usr/sbin/sendmail"); Set($SendmailArguments , "-oi -t"); Set($Timezone , 'Europe/Amsterdam'); Set($CorrespondAddress, q{#####@#####} ); Set($CommentAddress, q{#####@#####}); Set($OwnerEmail, q{#####@#####}); Set($WebExternalAuth , 1); Set($WebFallbackToInternalAuth , 1); Set($WebExternalAuthContinuous, 0); Set($WebExternalAuto , 1); Set($AutoCreateFromExternalUserInfo, 1); Set($MaxAttachmentSize , 10000000); #Set($MaxInlineBody, 0); Set($DontSearchFileAttachments, 1); (Doesn't look like this works...) Set($SuppressInlineTextFiles, 1); 1; A few lines from slow query log: 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.Filename IS NULL AND Attachments_2.Content LIKE '%iPhone%' ) AND ( Attachments_2.Filename IS NULL AND Attachments_2.Content LIKE '%IPHONE%' ) AND ( Attachments_2.Filename IS NULL AND Attachments_2.Content LIKE '%iphone%' ) AND ( main.Status = 'open' OR main.Status = 'new' OR main.Status = 'stalled' OR main.Status = 'resolved' ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) ORDER BY main.id ASC; # Time: 100211 19:56:32 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 38.581619 Lock_time: 0.000478 Rows_sent: 0 Rows_examined: 55108 SET timestamp=1265914592; SELECT main.* FROM Attachments main WHERE (main.Content IS NOT NULL AND main.Content != '') AND (main.Parent = '68277') AND (main.ContentType = 'text/plain') ORDER BY main.id ASC; # Time: 100211 23:39:57 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 39.655915 Lock_time: 0.000006 Rows_sent: 0 Rows_examined: 55113 SET timestamp=1265927997; SELECT main.* FROM Attachments main WHERE (main.Content IS NOT NULL AND main.Content != '') AND (main.Parent = '68280') AND (main.ContentType = 'text/plain') ORDER BY main.id ASC; # Time: 100211 23:40:21 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 23.391029 Lock_time: 0.000006 Rows_sent: 0 Rows_examined: 55113 SET timestamp=1265928021; SELECT main.* FROM Attachments main WHERE (main.Content IS NOT NULL AND main.Content != '') AND (main.Parent = '68280') AND (main.ContentType = 'text/plain') ORDER BY main.id ASC; # Time: 100211 23:40:33 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 11.936418 Lock_time: 0.000006 Rows_sent: 0 Rows_examined: 55113 SET timestamp=1265928033; SELECT main.* FROM Attachments main WHERE (main.Content IS NOT NULL AND main.Content != '') AND (main.Parent = '68280') AND (main.ContentType = 'text/plain') ORDER BY main.id ASC; # Time: 100211 23:40:45 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 11.771741 Lock_time: 0.000006 Rows_sent: 0 Rows_examined: 55113 SET timestamp=1265928045; SELECT main.* FROM Attachments main WHERE (main.Content IS NOT NULL AND main.Content != '') AND (main.Parent = '68280') AND (main.ContentType = 'text/plain') ORDER BY main.id ASC; # Time: 100211 23:40:57 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 11.982423 Lock_time: 0.000220 Rows_sent: 0 Rows_examined: 55113 SET timestamp=1265928057; SELECT main.* FROM Attachments main WHERE (main.Content IS NOT NULL AND main.Content != '') AND (main.Parent = '68280') AND (main.ContentType = 'text/plain') ORDER BY main.id ASC; # Time: 100211 23:41:09 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 12.005457 Lock_time: 0.000007 Rows_sent: 0 Rows_examined: 55113 SET timestamp=1265928069; SELECT main.* FROM Attachments main WHERE (main.Content IS NOT NULL AND main.Content != '') AND (main.Parent = '68280') AND (main.ContentType = 'text/plain') ORDER BY main.id ASC; # Time: 100211 23:41:21 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 12.057792 Lock_time: 0.000005 Rows_sent: 0 Rows_examined: 55113 SET timestamp=1265928081; SELECT main.* FROM Attachments main WHERE (main.Content IS NOT NULL AND main.Content != '') AND (main.Parent = '68280') AND (main.ContentType = 'text/plain') ORDER BY main.id ASC; # Time: 100211 23:41:33 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 11.991430 Lock_time: 0.000006 Rows_sent: 0 Rows_examined: 55113 SET timestamp=1265928093; SELECT main.* FROM Attachments main WHERE (main.Content IS NOT NULL AND main.Content != '') AND (main.Parent = '68280') AND (main.ContentType = 'text/plain') ORDER BY main.id ASC; # Time: 100211 23:41:45 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 12.007473 Lock_time: 0.000007 Rows_sent: 0 Rows_examined: 55113 SET timestamp=1265928105; SELECT main.* FROM Attachments main WHERE (main.Content IS NOT NULL AND main.Content != '') AND (main.Parent = '68280') AND (main.ContentType = 'text/plain') ORDER BY main.id ASC; # Time: 100212 4:16:00 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 45.911922 Lock_time: 0.000005 Rows_sent: 1 Rows_examined: 55118 SET timestamp=1265944560; SELECT main.* FROM Attachments main WHERE (main.Content IS NOT NULL AND main.Content != '') AND (main.Parent = '68287') AND (main.ContentType = 'text/plain') ORDER BY main.id ASC; # Time: 100212 4:16:12 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 11.784373 Lock_time: 0.000005 Rows_sent: 1 Rows_examined: 55118 SET timestamp=1265944572; SELECT main.* FROM Attachments main WHERE (main.Content IS NOT NULL AND main.Content != '') AND (main.Parent = '68287') AND (main.ContentType = 'text/plain') ORDER BY main.id ASC; # Time: 100212 4:16:23 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 10.882671 Lock_time: 0.000165 Rows_sent: 1 Rows_examined: 55118 SET timestamp=1265944583; SELECT main.* FROM Attachments main WHERE (main.Content IS NOT NULL AND main.Content != '') AND (main.Parent = '68287') AND (main.ContentType = 'text/plain') ORDER BY main.id ASC; # Time: 100212 4:16:34 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 10.798826 Lock_time: 0.000006 Rows_sent: 1 Rows_examined: 55118 SET timestamp=1265944594; SELECT main.* FROM Attachments main WHERE (main.Content IS NOT NULL AND main.Content != '') AND (main.Parent = '68287') AND (main.ContentType = 'text/plain') ORDER BY main.id ASC; # Time: 100212 4:16:45 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 10.834359 Lock_time: 0.000006 Rows_sent: 1 Rows_examined: 55118 SET timestamp=1265944605; SELECT main.* FROM Attachments main WHERE (main.Content IS NOT NULL AND main.Content != '') AND (main.Parent = '68287') AND (main.ContentType = 'text/plain') ORDER BY main.id ASC; # Time: 100212 4:16:56 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 11.038873 Lock_time: 0.000006 Rows_sent: 1 Rows_examined: 55118 SET timestamp=1265944616; SELECT main.* FROM Attachments main WHERE (main.Content IS NOT NULL AND main.Content != '') AND (main.Parent = '68287') AND (main.ContentType = 'text/plain') ORDER BY main.id ASC; # Time: 100212 4:17:07 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 10.916713 Lock_time: 0.000006 Rows_sent: 1 Rows_examined: 55118 SET timestamp=1265944627; SELECT main.* FROM Attachments main WHERE (main.Content IS NOT NULL AND main.Content != '') AND (main.Parent = '68287') AND (main.ContentType = 'text/plain') ORDER BY main.id ASC; # Time: 100212 4:17:18 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 10.637657 Lock_time: 0.000006 Rows_sent: 1 Rows_examined: 55118 SET timestamp=1265944638; SELECT main.* FROM Attachments main WHERE (main.Content IS NOT NULL AND main.Content != '') AND (main.Parent = '68287') AND (main.ContentType = 'text/plain') ORDER BY main.id ASC; # Time: 100212 4:17:28 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 10.628150 Lock_time: 0.000006 Rows_sent: 1 Rows_examined: 55118 SET timestamp=1265944648; SELECT main.* FROM Attachments main WHERE (main.Content IS NOT NULL AND main.Content != '') AND (main.Parent = '68287') AND (main.ContentType = 'text/plain') ORDER BY main.id ASC; # Time: 100212 5:30:50 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 36.636542 Lock_time: 0.000006 Rows_sent: 1 Rows_examined: 55123 SET timestamp=1265949050; SELECT main.* FROM Attachments main WHERE (main.Content IS NOT NULL AND main.Content != '') AND (main.Parent = '68292') AND (main.ContentType = 'text/plain') ORDER BY main.id ASC; # Time: 100212 5:31:08 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 17.914245 Lock_time: 0.000007 Rows_sent: 1 Rows_examined: 55123 SET timestamp=1265949068; SELECT main.* FROM Attachments main WHERE (main.Content IS NOT NULL AND main.Content != '') AND (main.Parent = '68292') AND (main.ContentType = 'text/plain') ORDER BY main.id ASC; # Time: 100212 5:31:19 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 11.108912 Lock_time: 0.000007 Rows_sent: 1 Rows_examined: 55123 SET timestamp=1265949079; SELECT main.* FROM Attachments main WHERE (main.Content IS NOT NULL AND main.Content != '') AND (main.Parent = '68292') AND (main.ContentType = 'text/plain') ORDER BY main.id ASC; # Time: 100212 5:31:30 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 11.019829 Lock_time: 0.000006 Rows_sent: 1 Rows_examined: 55123 SET timestamp=1265949090; SELECT main.* FROM Attachments main WHERE (main.Content IS NOT NULL AND main.Content != '') AND (main.Parent = '68292') AND (main.ContentType = 'text/plain') ORDER BY main.id ASC; # Time: 100212 5:31:41 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 11.070368 Lock_time: 0.000166 Rows_sent: 1 Rows_examined: 55123 SET timestamp=1265949101; SELECT main.* FROM Attachments main WHERE (main.Content IS NOT NULL AND main.Content != '') AND (main.Parent = '68292') AND (main.ContentType = 'text/plain') ORDER BY main.id ASC; # Time: 100212 5:31:53 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 11.139404 Lock_time: 0.000006 Rows_sent: 1 Rows_examined: 55123 SET timestamp=1265949113; SELECT main.* FROM Attachments main WHERE (main.Content IS NOT NULL AND main.Content != '') AND (main.Parent = '68292') AND (main.ContentType = 'text/plain') ORDER BY main.id ASC; # Time: 100212 5:32:04 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 11.035979 Lock_time: 0.000007 Rows_sent: 1 Rows_examined: 55123 SET timestamp=1265949124; SELECT main.* FROM Attachments main WHERE (main.Content IS NOT NULL AND main.Content != '') AND (main.Parent = '68292') AND (main.ContentType = 'text/plain') ORDER BY main.id ASC; # Time: 100212 5:32:15 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 11.301442 Lock_time: 0.000157 Rows_sent: 1 Rows_examined: 55123 SET timestamp=1265949135; SELECT main.* FROM Attachments main WHERE (main.Content IS NOT NULL AND main.Content != '') AND (main.Parent = '68292') AND (main.ContentType = 'text/plain') ORDER BY main.id ASC; # Time: 100212 5:32:26 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 11.136719 Lock_time: 0.000150 Rows_sent: 1 Rows_examined: 55123 SET timestamp=1265949146; SELECT main.* FROM Attachments main WHERE (main.Content IS NOT NULL AND main.Content != '') AND (main.Parent = '68292') AND (main.ContentType = 'text/plain') ORDER BY main.id ASC; # Time: 100212 9:52:37 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 58.189971 Lock_time: 0.000106 Rows_sent: 1 Rows_examined: 55129 SET timestamp=1265964757; SELECT main.* FROM Attachments main WHERE (main.Content IS NOT NULL AND main.Content != '') AND (main.Parent = '68300') AND (main.ContentType = 'text/plain') ORDER BY main.id ASC; # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 51.502213 Lock_time: 0.000869 Rows_sent: 1 Rows_examined: 55129 SET timestamp=1265964757; SELECT main.* FROM Attachments main WHERE (main.Content IS NOT NULL AND main.Content != '') AND (main.Parent = '68300') AND (main.ContentType = 'text/plain') ORDER BY main.id ASC; # Time: 100212 9:52:50 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 12.880213 Lock_time: 0.000111 Rows_sent: 1 Rows_examined: 55129 SET timestamp=1265964770; SELECT main.* FROM Attachments main WHERE (main.Content IS NOT NULL AND main.Content != '') AND (main.Parent = '68300') AND (main.ContentType = 'text/plain') ORDER BY main.id ASC; # Time: 100212 9:53:03 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 12.213462 Lock_time: 0.000006 Rows_sent: 1 Rows_examined: 55129 SET timestamp=1265964783; SELECT main.* FROM Attachments main WHERE (main.Content IS NOT NULL AND main.Content != '') AND (main.Parent = '68300') AND (main.ContentType = 'text/plain') ORDER BY main.id ASC; # Time: 100212 10:00:48 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 17.086619 Lock_time: 0.000006 Rows_sent: 0 Rows_examined: 55134 SET timestamp=1265965248; SELECT main.* FROM Attachments main WHERE (main.Content IS NOT NULL AND main.Content != '') AND (main.Parent = '68309') AND (main.ContentType = 'text/plain') ORDER BY main.id ASC; # Time: 100212 10:05:06 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 13.199653 Lock_time: 0.000006 Rows_sent: 0 Rows_examined: 55134 SET timestamp=1265965506; -------------- next part -------------- An HTML attachment was scrubbed... URL: From David_Stiff at McAfee.com Fri Feb 12 09:23:58 2010 From: David_Stiff at McAfee.com (David_Stiff at McAfee.com) Date: Fri, 12 Feb 2010 06:23:58 -0800 Subject: [rt-users] RT: To and Cc emails separate Message-ID: <4179984629508D479E1B0FAB7879E607039FB014DD@AMERSNCEXMB2.corp.nai.org> Our Requestors and Cc people receive separate emails when Correspondence is added to a Ticket. This leads to confusion, where the Cc person thinks the original requestor was not included so they Reply again and Cc the requestor. Is there some way, when Correspondence is added to a ticket, everyone receives the same email with all recipients listed? Thanks, David Stiff Release Engineer McAfee, Inc. 565 Kumpf Drive Waterloo, Ontario N2V 1K3 (519) 880-2045 direct (519) 747-4731 fax david_stiff at mcafee.com Safe online? Avoid dangerous web sites using McAfee SiteAdvisor(tm) - a FREE download from http://www.siteadvisor.com?cid=27092. Don't search or surf without it! -------------- next part -------------- An HTML attachment was scrubbed... URL: From Mike.Johnson at NorMed.ca Fri Feb 12 10:03:10 2010 From: Mike.Johnson at NorMed.ca (Mike Johnson) Date: Fri, 12 Feb 2010 10:03:10 -0500 Subject: [rt-users] RT: To and Cc emails separate In-Reply-To: <4179984629508D479E1B0FAB7879E607039FB014DD@AMERSNCEXMB2.corp.nai.org> References: <4179984629508D479E1B0FAB7879E607039FB014DD@AMERSNCEXMB2.corp.nai.org> Message-ID: <4B7527F3.4EF5.001E.0@NorMed.ca> Our RT system does this too... I chalked it up to our old version though(3.2.1) I've messed with the scrip setup multiple times trying all sorts of combinations, and I can't get the system to send 1 email with to, cc all in 1 email. I would love to hear how to do this... Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.johnson at normed.ca Technology assistance: email nosmhelpdesk at normed.ca Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: Off campus toll free 1 (800) 461-8777, option 8, or locally either (705) 662-7120 or (807) 766-7500 >>> 2/12/2010 9:23 AM >>> Our Requestors and Cc people receive separate emails when Correspondence is added to a Ticket. This leads to confusion, where the Cc person thinks the original requestor was not included so they Reply again and Cc the requestor. Is there some way, when Correspondence is added to a ticket, everyone receives the same email with all recipients listed? Thanks, David Stiff Release Engineer McAfee, Inc. 565 Kumpf Drive Waterloo, Ontario N2V 1K3 (519) 880-2045 direct (519) 747-4731 fax david_stiff at mcafee.com Safe online? Avoid dangerous web sites using McAfee SiteAdvisor(tm) - a FREE download from http://www.siteadvisor.com?cid=27092. Don't search or surf without it! From mneuschafer at nationalstoresinc.com Fri Feb 12 11:31:25 2010 From: mneuschafer at nationalstoresinc.com (Michael Neuschafer) Date: Fri, 12 Feb 2010 08:31:25 -0800 Subject: [rt-users] subject field in the ticket mandatory Message-ID: <323E0713A7B4BB448FE88038747ABBAC05764B12@hqsvr03.nationalmail> Does anybody know how to make subject field in the ticket mandatory? Is there a call back or any way of doing this? Thanks, Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Fri Feb 12 11:58:38 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 12 Feb 2010 17:58:38 +0100 Subject: [rt-users] subject field in the ticket mandatory In-Reply-To: <323E0713A7B4BB448FE88038747ABBAC05764B12@hqsvr03.nationalmail> References: <323E0713A7B4BB448FE88038747ABBAC05764B12@hqsvr03.nationalmail> Message-ID: <20100212165838.GG3180@easter-eggs.com> On Fri, Feb 12, 2010 at 08:31:25AM -0800, Michael Neuschafer wrote: > Does anybody know how to make subject field in the ticket mandatory? Is > there a call back or any way of doing this? > There is an extension: http://search.cpan.org/dist/RT-Extension-MandatorySubject/ From usts-ji at usts.com Fri Feb 12 12:22:32 2010 From: usts-ji at usts.com (Jeff Ilgen) Date: Fri, 12 Feb 2010 12:22:32 -0500 Subject: [rt-users] Problem with searching for empty custom fields with REST search method Message-ID: Hi all, I'm having trouble finding a ticket that has one or more custom fields that are empty. I'm creating tickets based on an excel file. Each record in the excel file represents a new RT ticket. Once the initial load of tickets is complete, I intend to update the tickets on a daily basis with a similar excel file. As a part of this process, I want to mark tickets that have custom field values that have changed since the last update as "changed". I'm trying to determine if a ticket has changed by searching for a ticket with the values from the new input file. If the search returns a ticket id, then I know that the ticket hasn't changed. If it can't find a ticket, I know that the ticket hasn't changed. (Before I do the search, I check that a ticket does exist with the same "key" as the new row. The key value is stored in a custom field. Here is a code snippet of the call I'm making to the search method, if this search returns true, then I know that the ticket hasn't changed: my @ticket = $rt->search(type => 'ticket', query=> "'CF.Add to RRD Catalog'='$row->{'RRD_Catalog_Choice'}' AND 'CF.Add to SAP Catalog'='$row->{'SAP_Catalog_Choice'}' AND 'CF.Item Number'='$row->{'SAP_Number'}' AND 'CF.Replaces'='$row->{'OBSOLETE'}' AND 'CF.Qty Ordered'='$row->{'Order_Qty'}' AND 'CF.Rqtsd Delivery Date'='$row->{'Requested_Delivery_Date'}' AND 'CF.Obsolete Material Disposition'='$row-> {'Reasons_for_Obsolescence'}' AND 'CF.Requires update to BOM'='$row->{Update_to_BOM}'"); Unfortunately, when I try to do a query equivalent to: my @ticket = $rt->search(type => 'ticket', query=> "'CF.Qty Ordered'=''); Where the value for the custom field is empty(''), the search always fails even if both the incoming value and the current custom field are both empty. Is there some way to invoke the query where the search would find a ticket if one or more custom fields was empty? I could just replace all empty values with "NULL" or something like that, but it would be "prettier" do search the tickets as-is. Thanks, Jeff Ilgen From mneuschafer at nationalstoresinc.com Fri Feb 12 12:35:14 2010 From: mneuschafer at nationalstoresinc.com (Michael Neuschafer) Date: Fri, 12 Feb 2010 09:35:14 -0800 Subject: [rt-users] RT::Extension::PriorityAsString stops working when adding another PLugin. Message-ID: <323E0713A7B4BB448FE88038747ABBAC05764B47@hqsvr03.nationalmail> Anytime I add any new @Plugins in the RT site config it causes my RT::Extension::PriorityAsString to malfunction and shows numbers rather than Low, Medium, High. Anybody know what can cause this? The new plugin will work but not my RT::Extension::PriorityAsString. Please help. Thanks, Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 -------------- next part -------------- An HTML attachment was scrubbed... URL: From mahini at apple.com Fri Feb 12 13:03:02 2010 From: mahini at apple.com (Behzad Mahini) Date: Fri, 12 Feb 2010 10:03:02 -0800 Subject: [rt-users] My Ticket URL's are wrong When I Link Tickets -- RT 3.8.4 In-Reply-To: References: <64AAAEC2-38E7-4EAF-9962-80BE53F080E4@apple.com> <20100211150828.GV737@jibsheet.com> Message-ID: <6EE0C8C0-8CC1-4F6E-B742-3CD6AFC0DF9B@apple.com> Please. What do I need to do for database cleanup.? I looked at my database schema (MySQL), and the only table that had any relevance was "Links", and every single row in that table still has a reference to "example.com" (this includes even the Tickets that as a result of correcting my WebDomain in RT_SIteConfig.pm FROM "example.com" TO "MY_DOMAIN.com", yesterday per your comments ), as shown below: fsck.com-rt://example.com/ticket/123490 The strange thing is that after correcting my WebDomain variable, I can now (in the Links section of my UI) click on the URL of the Tickets that have Parent/Child association, and successfully be directed to the proper URL of the associated Ticket. I take it, that this is a feature, and not a bug. Considering the above state, I am puzzled as to what specifically needs to be done for DB cleanup? Thanks, Behzad On Feb 11, 2010, at 10:04 AM, Behzad Mahini wrote: > Sorry for my previous repeat question, as there was a delay in our > mailserver to receive this response. > > I have a followup question, see inlines below. > > Thanks, > Behzad >>> >> >>> 2) Since currently I don't have my $Organization defined per my >>> RT_SiteConfig.pm, and I presume since RT_Config.pm has it defined as >>> "example.com", I am receiving some >>> emails as follows: >>> >>> ticket#xxx at example.com >>> >>> Again, If I were to remedy this separate issue, by adding the >>> following in my RT_SIteConfig.pm: >>> Set($Organization , "MY_DOMAIN.com"); >>> >>> Will that address this other issue, without causing negative side >>> effects. >> >> This will break your existing ticket links unless you clean up the DB > > What do I need to do specifically for DB cleanup? >> >> -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From JoopvandeWege at mococo.nl Fri Feb 12 13:24:45 2010 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Fri, 12 Feb 2010 19:24:45 +0100 Subject: [rt-users] RT::Extension::PriorityAsString stops working when adding another PLugin. In-Reply-To: <323E0713A7B4BB448FE88038747ABBAC05764B47@hqsvr03.nationalmail> References: <323E0713A7B4BB448FE88038747ABBAC05764B47@hqsvr03.nationalmail> Message-ID: <4B759CED.1010202@mococo.nl> Michael Neuschafer wrote: > Anytime I add any new @Plugins in the RT site config it causes my > RT::Extension::PriorityAsString to malfunction and shows numbers rather > than Low, Medium, High. Anybody know what can cause this? The new > plugin will work but not my RT::Extension::PriorityAsString. Please help. Please post the relevant part of your RT_SiteConfig.pm Should like like: Set(@Plugins,qw(RT::FM RT::Extension::ForkTicket RT::Extension::ResetPassword)); But my guess is that yours contains only one element and that you're having more than one like this: Set(@Plugins,qw(RT::FM)); Set(@Plugins,qw(RT::Extension::ForkTicket)); Regards, Joop From mneuschafer at nationalstoresinc.com Fri Feb 12 14:03:35 2010 From: mneuschafer at nationalstoresinc.com (Michael Neuschafer) Date: Fri, 12 Feb 2010 11:03:35 -0800 Subject: [rt-users] RT::Extension::PriorityAsString stops working when adding another PLugin. In-Reply-To: <4B759CED.1010202@mococo.nl> References: <323E0713A7B4BB448FE88038747ABBAC05764B47@hqsvr03.nationalmail> <4B759CED.1010202@mococo.nl> Message-ID: <323E0713A7B4BB448FE88038747ABBAC05764B91@hqsvr03.nationalmail> RT_SiteConfig.pm - I want the PLugin Extension MandatorySubject to work but when I remove the pound sign to use it my PriorityAsSring stops working and shows numbers rather than low, medium, high. # Plugins Set(@Plugins,(qw(RT::Extension::PriorityAsString))); # Specify a mapping between priority strings and the internal Set(%PriorityAsString, (Low => 0, Medium => 50, High => 100)); # which order to display the priority strings # if you don't specify this, the strings in the PriorityAsString Set(@PriorityAsStringOrder, qw(Low Medium High)); # Remove below pound sign to use plugin. Using this plugin will disable PriorityAsstring #Set(@Plugins, qw(RT::Extension::SearchResults::XLS)); Set(@Active_MakeClicky, qw(short_ticket_link markup_fedex)); #Set(@Plugins,(qw(RT::Extension::MandatorySubject))); 1; Michael Neuschafer PC Support Specialist National Stores Inc. -----Original Message----- From: Joop van de Wege [mailto:JoopvandeWege at mococo.nl] Sent: Friday, February 12, 2010 10:25 AM To: Michael Neuschafer Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT::Extension::PriorityAsString stops working when adding another PLugin. Michael Neuschafer wrote: > Anytime I add any new @Plugins in the RT site config it causes my > RT::Extension::PriorityAsString to malfunction and shows numbers rather > than Low, Medium, High. Anybody know what can cause this? The new > plugin will work but not my RT::Extension::PriorityAsString. Please help. Please post the relevant part of your RT_SiteConfig.pm Should like like: Set(@Plugins,qw(RT::FM RT::Extension::ForkTicket RT::Extension::ResetPassword)); But my guess is that yours contains only one element and that you're having more than one like this: Set(@Plugins,qw(RT::FM)); Set(@Plugins,qw(RT::Extension::ForkTicket)); Regards, Joop From martin.brenner at whitfieldschool.org Fri Feb 12 14:58:07 2010 From: martin.brenner at whitfieldschool.org (Brenner, Martin) Date: Fri, 12 Feb 2010 13:58:07 -0600 Subject: [rt-users] RT::Extension::PriorityAsString stops working when adding another PLugin. In-Reply-To: <323E0713A7B4BB448FE88038747ABBAC05764B91@hqsvr03.nationalmail> References: <323E0713A7B4BB448FE88038747ABBAC05764B47@hqsvr03.nationalmail> <4B759CED.1010202@mococo.nl> <323E0713A7B4BB448FE88038747ABBAC05764B91@hqsvr03.nationalmail> Message-ID: <7bee9a771002121158n28932bfes7496ee7f6fad3672@mail.gmail.com> There should be only one @Plugins line. With another Set(@Plugins... line it would set the plugins over again and set only the ones listed.So it looks like you would want: Set(@Plugins,(qw(RT::Extension::PriorityAsString RT::Extension::MandatorySubject))); Martin On Fri, Feb 12, 2010 at 1:03 PM, Michael Neuschafer < mneuschafer at nationalstoresinc.com> wrote: > RT_SiteConfig.pm - I want the PLugin Extension MandatorySubject to work > but when I remove the pound sign to use it my PriorityAsSring stops > working and shows numbers rather than low, medium, high. > > # Plugins > > > Set(@Plugins,(qw(RT::Extension::PriorityAsString))); > # Specify a mapping between priority strings and the internal > Set(%PriorityAsString, (Low => 0, Medium => 50, High => 100)); > # which order to display the priority strings > # if you don't specify this, the strings in the PriorityAsString > Set(@PriorityAsStringOrder, qw(Low Medium High)); > > # Remove below pound sign to use plugin. Using this plugin will disable > PriorityAsstring > #Set(@Plugins, qw(RT::Extension::SearchResults::XLS)); > > Set(@Active_MakeClicky, qw(short_ticket_link markup_fedex)); > #Set(@Plugins,(qw(RT::Extension::MandatorySubject))); > > 1; > > > > Michael Neuschafer > PC Support Specialist > National Stores Inc. > > -----Original Message----- > From: Joop van de Wege [mailto:JoopvandeWege at mococo.nl] > Sent: Friday, February 12, 2010 10:25 AM > To: Michael Neuschafer > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT::Extension::PriorityAsString stops working > when adding another PLugin. > > Michael Neuschafer wrote: > > Anytime I add any new @Plugins in the RT site config it causes my > > RT::Extension::PriorityAsString to malfunction and shows numbers > rather > > than Low, Medium, High. Anybody know what can cause this? The new > > plugin will work but not my RT::Extension::PriorityAsString. Please > help. > Please post the relevant part of your RT_SiteConfig.pm > Should like like: Set(@Plugins,qw(RT::FM RT::Extension::ForkTicket > RT::Extension::ResetPassword)); > > But my guess is that yours contains only one element and that you're > having more than one like this: > Set(@Plugins,qw(RT::FM)); > Set(@Plugins,qw(RT::Extension::ForkTicket)); > > Regards, > > Joop > > _______________________________________________ > 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 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mneuschafer at nationalstoresinc.com Fri Feb 12 15:02:22 2010 From: mneuschafer at nationalstoresinc.com (Michael Neuschafer) Date: Fri, 12 Feb 2010 12:02:22 -0800 Subject: [rt-users] RT::Extension::PriorityAsString stops working when adding another PLugin. In-Reply-To: <7bee9a771002121158n28932bfes7496ee7f6fad3672@mail.gmail.com> References: <323E0713A7B4BB448FE88038747ABBAC05764B47@hqsvr03.nationalmail> <4B759CED.1010202@mococo.nl> <323E0713A7B4BB448FE88038747ABBAC05764B91@hqsvr03.nationalmail> <7bee9a771002121158n28932bfes7496ee7f6fad3672@mail.gmail.com> Message-ID: <323E0713A7B4BB448FE88038747ABBAC05764BC0@hqsvr03.nationalmail> I already resolved it, Thanks though I appreciate the help. Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 From: Brenner, Martin [mailto:martin.brenner at whitfieldschool.org] Sent: Friday, February 12, 2010 11:58 AM To: Michael Neuschafer Cc: Joop van de Wege; rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT::Extension::PriorityAsString stops working when adding another PLugin. There should be only one @Plugins line. With another Set(@Plugins... line it would set the plugins over again and set only the ones listed.So it looks like you would want: Set(@Plugins,(qw(RT::Extension::PriorityAsString RT::Extension::MandatorySubject))); Martin On Fri, Feb 12, 2010 at 1:03 PM, Michael Neuschafer wrote: RT_SiteConfig.pm - I want the PLugin Extension MandatorySubject to work but when I remove the pound sign to use it my PriorityAsSring stops working and shows numbers rather than low, medium, high. # Plugins Set(@Plugins,(qw(RT::Extension::PriorityAsString))); # Specify a mapping between priority strings and the internal Set(%PriorityAsString, (Low => 0, Medium => 50, High => 100)); # which order to display the priority strings # if you don't specify this, the strings in the PriorityAsString Set(@PriorityAsStringOrder, qw(Low Medium High)); # Remove below pound sign to use plugin. Using this plugin will disable PriorityAsstring #Set(@Plugins, qw(RT::Extension::SearchResults::XLS)); Set(@Active_MakeClicky, qw(short_ticket_link markup_fedex)); #Set(@Plugins,(qw(RT::Extension::MandatorySubject))); 1; Michael Neuschafer PC Support Specialist National Stores Inc. -----Original Message----- From: Joop van de Wege [mailto:JoopvandeWege at mococo.nl] Sent: Friday, February 12, 2010 10:25 AM To: Michael Neuschafer Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT::Extension::PriorityAsString stops working when adding another PLugin. Michael Neuschafer wrote: > Anytime I add any new @Plugins in the RT site config it causes my > RT::Extension::PriorityAsString to malfunction and shows numbers rather > than Low, Medium, High. Anybody know what can cause this? The new > plugin will work but not my RT::Extension::PriorityAsString. Please help. Please post the relevant part of your RT_SiteConfig.pm Should like like: Set(@Plugins,qw(RT::FM RT::Extension::ForkTicket RT::Extension::ResetPassword)); But my guess is that yours contains only one element and that you're having more than one like this: Set(@Plugins,qw(RT::FM)); Set(@Plugins,qw(RT::Extension::ForkTicket)); Regards, Joop _______________________________________________ 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From flmmartins at gmail.com Fri Feb 12 15:51:33 2010 From: flmmartins at gmail.com (Fernanda Martins) Date: Fri, 12 Feb 2010 18:51:33 -0200 Subject: [rt-users] Wiki Add-on for RTFM Message-ID: Anyone know if there is a wiki text formatting add-on for RTFM? I would like to write my articles in rtflm using the Wiki formating.... like tables, index... etc.. etc.. Fernanda L. M. Martins -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Fri Feb 12 16:32:25 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Fri, 12 Feb 2010 13:32:25 -0800 Subject: [rt-users] Adding another extension Message-ID: <4B75C8E9.5090006@lbl.gov> To list, I finally have RT 3.8.7 up and running in our test environment. It's GREAT! I didn't install ALL the extensions, just RTx::Calendar and RT::Authen::ExternalAuth. I'm assuming the pie/bar chart capability is included in the vanilla install (I DID include it in the install configuration) and it works just fine. . Now, I want to install the ability to run Gant charts to show ticket relationships. Am I correct that Graphviz is the correct extension? If so, will that affect the pie/bar chart ability and what do I need to do? Can I just run the install for the extension? What do I add to the Plugin? Thanks. Kenn LBNL From torsten.brumm at googlemail.com Fri Feb 12 19:21:00 2010 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Sat, 13 Feb 2010 01:21:00 +0100 Subject: [rt-users] Wiki Add-on for RTFM In-Reply-To: References: Message-ID: Hm, i think cf's of type wiki text could work... 2010/2/12 Fernanda Martins > Anyone know if there is a wiki text formatting add-on for RTFM? > > I would like to write my articles in rtflm using the Wiki formating.... > like tables, index... etc.. etc.. > > Fernanda L. M. Martins > > _______________________________________________ > 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From rucup2006 at gmail.com Fri Feb 12 19:43:18 2010 From: rucup2006 at gmail.com (john) Date: Fri, 12 Feb 2010 19:43:18 -0500 Subject: [rt-users] RT body textarea does not wrap when ticket created by email Message-ID: <6e8b9b901002121643n69fac40eje03beb748432fbd2@mail.gmail.com> RT body textarea does not wrap when ticket created by email I have wrap=HARD in RT_Siteconfig, but when tickets are created via email or through firefox from within application, ticket's body does not wrap and scrolls all in one line. Is there a way to fix this? -------------- next part -------------- An HTML attachment was scrubbed... URL: From mahini at apple.com Fri Feb 12 20:08:33 2010 From: mahini at apple.com (Behzad Mahini) Date: Fri, 12 Feb 2010 17:08:33 -0800 Subject: [rt-users] RT body textarea does not wrap when ticket created by email In-Reply-To: <6e8b9b901002121643n69fac40eje03beb748432fbd2@mail.gmail.com> References: <6e8b9b901002121643n69fac40eje03beb748432fbd2@mail.gmail.com> Message-ID: <09D841C1-D412-45E6-A836-4AA31425245A@apple.com> Try the following, and let me know if it works: Preferences "Settings" ->Ticket Display -> Use Monospace Font -> "No" ("No" will allow text to wrap properly in your browser). -Behzad On Feb 12, 2010, at 4:43 PM, john wrote: > RT body textarea does not wrap when ticket created by email > I have wrap=HARD in RT_Siteconfig, but when tickets are created via > email or through firefox from within application, ticket's body does > not wrap and scrolls all in one line. > Is there a way to fix this? > _______________________________________________ > 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 From rucup2006 at gmail.com Fri Feb 12 20:23:18 2010 From: rucup2006 at gmail.com (john) Date: Fri, 12 Feb 2010 20:23:18 -0500 Subject: [rt-users] RT body textarea does not wrap when ticket created by email In-Reply-To: <09D841C1-D412-45E6-A836-4AA31425245A@apple.com> References: <6e8b9b901002121643n69fac40eje03beb748432fbd2@mail.gmail.com> <09D841C1-D412-45E6-A836-4AA31425245A@apple.com> Message-ID: <6e8b9b901002121723g3c70b62bu2e2c1f6a68df210e@mail.gmail.com> thank you but it didn't help I have this display wrapped and formatted plain text attachments Yes No Use default (No) Use css rules to display text monospaced and with formatting preserved, but wrap as needed. This does not work well with IE6 and you should use the previous option sending email with one long line and rt doesn't break it, doesn't wrap it On Fri, Feb 12, 2010 at 8:08 PM, Behzad Mahini wrote: > Try the following, and let me know if it works: > > Preferences "Settings" ->Ticket Display -> Use Monospace Font -> > "No" ("No" will allow text to wrap properly in your browser). > > -Behzad > > On Feb 12, 2010, at 4:43 PM, john wrote: > > RT body textarea does not wrap when ticket created by email >> I have wrap=HARD in RT_Siteconfig, but when tickets are created via email >> or through firefox from within application, ticket's body does not wrap and >> scrolls all in one line. >> Is there a way to fix this? >> _______________________________________________ >> 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 >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From cobus7 at ananzi.co.za Sat Feb 13 00:26:49 2010 From: cobus7 at ananzi.co.za (Cobus ) Date: Sat, 13 Feb 2010 07:26:49 +0200 Subject: [rt-users] Dashboard subscription doesn't send out emails Message-ID: <000601caac6d$31fff070$95ffd150$@co.za> Hi can anybody help me troubleshoot the dashboard subscription feature please or point me in the right direction. I set up a subscription but never receive any emails... Regards, Cobus -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Sat Feb 13 01:42:26 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Sat, 13 Feb 2010 07:42:26 +0100 Subject: [rt-users] Adding another extension In-Reply-To: <4B75C8E9.5090006@lbl.gov> References: <4B75C8E9.5090006@lbl.gov> Message-ID: <20100213064226.GC3644@easter-eggs.com> On Fri, Feb 12, 2010 at 01:32:25PM -0800, Ken Crocker wrote: > To list, > > I finally have RT 3.8.7 up and running in our test environment. It's > GREAT! I didn't install ALL the extensions, just RTx::Calendar and > RT::Authen::ExternalAuth. I'm assuming the pie/bar chart capability is > included in the vanilla install (I DID include it in the install > configuration) and it works just fine. . > Now, I want to install the ability to run Gant charts to show ticket > relationships. Am I correct that Graphviz is the correct extension? If > so, will that affect the pie/bar chart ability and what do I need to do? > Can I just run the install for the extension? What do I add to the Plugin? > This is not an RT extension, just a perl modules. Install perl module graphiz from cpan (or apt-get install libgraphviz-perl under debian), restart apache and your tickets relation ships graph should work. From elacour at easter-eggs.com Sat Feb 13 01:44:04 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Sat, 13 Feb 2010 07:44:04 +0100 Subject: [rt-users] Dashboard subscription doesn't send out emails In-Reply-To: <000601caac6d$31fff070$95ffd150$@co.za> References: <000601caac6d$31fff070$95ffd150$@co.za> Message-ID: <20100213064404.GD3644@easter-eggs.com> On Sat, Feb 13, 2010 at 07:26:49AM +0200, Cobus wrote: > Hi can anybody help me troubleshoot the dashboard subscription feature > please or point me in the right direction. I set up a subscription but > never receive any emails... > You have to setup a cron job on the server. See "10 Set up automated recurring tasks (cronjobs)" in the README file. From razzipk at hotmail.com Sat Feb 13 09:55:07 2010 From: razzipk at hotmail.com (softouch) Date: Sat, 13 Feb 2010 06:55:07 -0800 (PST) Subject: [rt-users] Please Help to Create Scheduled Auto Tickets for Specific Groups. Message-ID: <27575688.post@talk.nabble.com> Hello. i need to notify my system domain members about Due daily, weekly and monthly maintenance activities by creating scheduled (daily, weekly and monthly) automatic tickets for each User group. Please guide me that how can create schedules in RT for automatic ticket creation and also assigning them to their respected owners automatically at the time of creation. R i Z. -- View this message in context: http://old.nabble.com/Please-Help-to-Create-Scheduled-Auto-Tickets-for-Specific-Groups.-tp27575688p27575688.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From torsten.brumm at googlemail.com Sat Feb 13 12:31:31 2010 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Sat, 13 Feb 2010 18:31:31 +0100 Subject: [rt-users] Please Help to Create Scheduled Auto Tickets for Specific Groups. In-Reply-To: <27575688.post@talk.nabble.com> References: <27575688.post@talk.nabble.com> Message-ID: Hmm, sounds like a job for a simple cron ? and a tiny scrip inside RT assigning user to ticket 2010/2/13 softouch > > Hello. > > i need to notify my system domain members about Due daily, weekly and > monthly maintenance activities by creating scheduled (daily, weekly and > monthly) automatic tickets for each User group. Please guide me that how > can > create schedules in RT for automatic ticket creation and also assigning > them > to their respected owners automatically at the time of creation. > > R i Z. > > -- > View this message in context: > http://old.nabble.com/Please-Help-to-Create-Scheduled-Auto-Tickets-for-Specific-Groups.-tp27575688p27575688.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Sat Feb 13 21:35:14 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Sat, 13 Feb 2010 21:35:14 -0500 Subject: [rt-users] Adding another extension In-Reply-To: <20100213064226.GC3644@easter-eggs.com> References: <4B75C8E9.5090006@lbl.gov> <20100213064226.GC3644@easter-eggs.com> Message-ID: > This is not an RT extension, just a perl modules. Install perl module > graphiz from cpan (or apt-get install libgraphviz-perl under debian), > restart apache and your tickets relation ships graph should work. The graphs you are referring to are ticket relationships, which does require graphviz. Ken asked about Gantt charts though. I wasn't aware of anything offering this using graphviz, but the Timeline extension I pointed out uses the Simile JavaScript library to offer something close. From razzipk at hotmail.com Mon Feb 15 06:19:18 2010 From: razzipk at hotmail.com (softouch) Date: Mon, 15 Feb 2010 03:19:18 -0800 (PST) Subject: [rt-users] Anyone have RT Development Guide ??? Message-ID: <27591463.post@talk.nabble.com> Hello. i want to make development changes in RT. any one can guide me from where to start or is there RT Development Guide is available to start??? -- View this message in context: http://old.nabble.com/Anyone-have-RT-Development-Guide-----tp27591463p27591463.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From torsten.brumm at googlemail.com Mon Feb 15 08:28:02 2010 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Mon, 15 Feb 2010 14:28:02 +0100 Subject: [rt-users] Anyone have RT Development Guide ??? In-Reply-To: <27591463.post@talk.nabble.com> References: <27591463.post@talk.nabble.com> Message-ID: Hi, a good starting point is the bps wiki, the rt book and yes, the trainings offered by BPS. Torsten 2010/2/15 softouch > > Hello. > > i want to make development changes in RT. any one can guide me from where > to > start or is there RT Development Guide is available to start??? > -- > View this message in context: > http://old.nabble.com/Anyone-have-RT-Development-Guide-----tp27591463p27591463.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From justin.hayes at orbisuk.com Mon Feb 15 11:30:32 2010 From: justin.hayes at orbisuk.com (Justin Hayes) Date: Mon, 15 Feb 2010 16:30:32 +0000 Subject: [rt-users] Very slow ticket search creation/edit screen 3.8.4 Message-ID: <8020C86F-5564-4844-8B38-D504F16FE3FA@orbisuk.com> On one of our RT installs it's taking 40secs to render the 'Add Criteria' section of the 'New Search' page (or the edit search screen for that matter). I've narrowed it down to the Owner dropdown. All the time is going to render that. Now the users of this RT allow pretty much anyone (staff and customers) to be ticket owners, so this list is rather long. However this seems like an awfully long time to get a list of owners. I assume it's doing permissions checks.I tried giving the 'privileged user' group 'Own Ticket' permissions to see if that remove the need for all the checking and speed things up, but it didn't help. We're using 3.8.4 Thanks, Justin ------------------------------------------------- Justin Hayes Orbis Support Manager justin.hayes at orbisuk.com From jesse at bestpractical.com Mon Feb 15 11:52:15 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 15 Feb 2010 11:52:15 -0500 Subject: [rt-users] Very slow ticket search creation/edit screen 3.8.4 In-Reply-To: <8020C86F-5564-4844-8B38-D504F16FE3FA@orbisuk.com> References: <8020C86F-5564-4844-8B38-D504F16FE3FA@orbisuk.com> Message-ID: <20100215165215.GJ5607@bestpractical.com> On Mon, Feb 15, 2010 at 04:30:32PM +0000, Justin Hayes wrote: > On one of our RT installs it's taking 40secs to render the 'Add Criteria' section of the 'New Search' page (or the edit search screen for that matter). > > I've narrowed it down to the Owner dropdown. All the time is going to render that. Now the users of this RT allow pretty much anyone (staff and customers) to be ticket owners, so this list is rather long. However this seems like an awfully long time to get a list of owners. > > I assume it's doing permissions checks.I tried giving the 'privileged user' group 'Own Ticket' permissions to see if that remove the need for all the checking and speed things up, but it didn't help. http://wiki.bestpractical.com/view/FAQ Q: Why Bulk update and/or search builder pages are slow to load? === > > We're using 3.8.4 > > Thanks, > > Justin > > ------------------------------------------------- > Justin Hayes > Orbis Support Manager > justin.hayes at orbisuk.com > > > > > _______________________________________________ > 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 > -- From justin.hayes at orbisuk.com Mon Feb 15 12:18:53 2010 From: justin.hayes at orbisuk.com (Justin Hayes) Date: Mon, 15 Feb 2010 17:18:53 +0000 Subject: [rt-users] Very slow ticket search creation/edit screen 3.8.4 In-Reply-To: <20100215165215.GJ5607@bestpractical.com> References: <8020C86F-5564-4844-8B38-D504F16FE3FA@orbisuk.com> <20100215165215.GJ5607@bestpractical.com> Message-ID: <0C86821B-9565-46FB-874A-325A9E943875@orbisuk.com> That doesn't seem to be an answer. So it's just slow if you want to have a lot of owners?? It doesn't take 40 secs to render the owner dropdown on ticket create/update, so why should the search screen be so bad? They both use the same element. /Elements/SelectOwner Apologies if I'm missing something obvious :) Cheers, Justin ------------------------------------------------- Justin Hayes Orbis Support Manager justin.hayes at orbisuk.com On 15 Feb 2010, at 16:52, Jesse Vincent wrote: > > > > On Mon, Feb 15, 2010 at 04:30:32PM +0000, Justin Hayes wrote: >> On one of our RT installs it's taking 40secs to render the 'Add Criteria' section of the 'New Search' page (or the edit search screen for that matter). >> >> I've narrowed it down to the Owner dropdown. All the time is going to render that. Now the users of this RT allow pretty much anyone (staff and customers) to be ticket owners, so this list is rather long. However this seems like an awfully long time to get a list of owners. >> >> I assume it's doing permissions checks.I tried giving the 'privileged user' group 'Own Ticket' permissions to see if that remove the need for all the checking and speed things up, but it didn't help. > > > http://wiki.bestpractical.com/view/FAQ > > Q: Why Bulk update and/or search builder pages are slow to load? === > > >> >> We're using 3.8.4 >> >> Thanks, >> >> Justin >> >> ------------------------------------------------- >> Justin Hayes >> Orbis Support Manager >> justin.hayes at orbisuk.com >> >> >> >> >> _______________________________________________ >> 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 >> > > -- From jesse at bestpractical.com Mon Feb 15 12:20:07 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 15 Feb 2010 12:20:07 -0500 Subject: [rt-users] Very slow ticket search creation/edit screen 3.8.4 In-Reply-To: <0C86821B-9565-46FB-874A-325A9E943875@orbisuk.com> References: <8020C86F-5564-4844-8B38-D504F16FE3FA@orbisuk.com> <20100215165215.GJ5607@bestpractical.com> <0C86821B-9565-46FB-874A-325A9E943875@orbisuk.com> Message-ID: <20100215172007.GO5607@bestpractical.com> On Mon, Feb 15, 2010 at 05:18:53PM +0000, Justin Hayes wrote: > That doesn't seem to be an answer. So it's just slow if you want to have a lot of owners?? > > It doesn't take 40 secs to render the owner dropdown on ticket create/update, so why should the search screen be so bad? They both use the same element. Humor me and fix your ACLs so your end-users don't have "OwnTicket" rights. If that doesn't fix it, then maybe there's something else going on, but this is something we see misconfigured rather frequently. > > /Elements/SelectOwner > > Apologies if I'm missing something obvious :) > > Cheers, > > Justin > > ------------------------------------------------- > Justin Hayes > Orbis Support Manager > justin.hayes at orbisuk.com > > > > > On 15 Feb 2010, at 16:52, Jesse Vincent wrote: > > > > > > > > > On Mon, Feb 15, 2010 at 04:30:32PM +0000, Justin Hayes wrote: > >> On one of our RT installs it's taking 40secs to render the 'Add Criteria' section of the 'New Search' page (or the edit search screen for that matter). > >> > >> I've narrowed it down to the Owner dropdown. All the time is going to render that. Now the users of this RT allow pretty much anyone (staff and customers) to be ticket owners, so this list is rather long. However this seems like an awfully long time to get a list of owners. > >> > >> I assume it's doing permissions checks.I tried giving the 'privileged user' group 'Own Ticket' permissions to see if that remove the need for all the checking and speed things up, but it didn't help. > > > > > > http://wiki.bestpractical.com/view/FAQ > > > > Q: Why Bulk update and/or search builder pages are slow to load? === > > > > > >> > >> We're using 3.8.4 > >> > >> Thanks, > >> > >> Justin > >> > >> ------------------------------------------------- > >> Justin Hayes > >> Orbis Support Manager > >> justin.hayes at orbisuk.com > >> > >> > >> > >> > >> _______________________________________________ > >> 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 > >> > > > > -- > -- From justin.hayes at orbisuk.com Mon Feb 15 12:33:59 2010 From: justin.hayes at orbisuk.com (Justin Hayes) Date: Mon, 15 Feb 2010 17:33:59 +0000 Subject: [rt-users] Very slow ticket search creation/edit screen 3.8.4 In-Reply-To: <20100215172007.GO5607@bestpractical.com> References: <8020C86F-5564-4844-8B38-D504F16FE3FA@orbisuk.com> <20100215165215.GJ5607@bestpractical.com> <0C86821B-9565-46FB-874A-325A9E943875@orbisuk.com> <20100215172007.GO5607@bestpractical.com> Message-ID: Sorry maybe I'm confusing things. The list is long, but that's deliberate. The guys who use this RT need everyone able to own tickets, as they pass the ticket back to the customer as owner of a ticket (which isn't how we use it in Support hence our owners list is much smaller - only Support own the tickets). I'm not sure I could get them to change how they work, and even if I could I still don't see why they owners list takes ages to generate on one screen compared to another. Thanks for taking the time to think about this Jesse. It's much appreciated. Justin ------------------------------------------------- Justin Hayes Orbis Support Manager justin.hayes at orbisuk.com On 15 Feb 2010, at 17:20, Jesse Vincent wrote: > > > > On Mon, Feb 15, 2010 at 05:18:53PM +0000, Justin Hayes wrote: >> That doesn't seem to be an answer. So it's just slow if you want to have a lot of owners?? >> >> It doesn't take 40 secs to render the owner dropdown on ticket create/update, so why should the search screen be so bad? They both use the same element. > > Humor me and fix your ACLs so your end-users don't have "OwnTicket" > rights. If that doesn't fix it, then maybe there's something else going > on, but this is something we see misconfigured rather frequently. > > >> >> /Elements/SelectOwner >> >> Apologies if I'm missing something obvious :) >> >> Cheers, >> >> Justin >> >> ------------------------------------------------- >> Justin Hayes >> Orbis Support Manager >> justin.hayes at orbisuk.com >> >> >> >> >> On 15 Feb 2010, at 16:52, Jesse Vincent wrote: >> >>> >>> >>> >>> On Mon, Feb 15, 2010 at 04:30:32PM +0000, Justin Hayes wrote: >>>> On one of our RT installs it's taking 40secs to render the 'Add Criteria' section of the 'New Search' page (or the edit search screen for that matter). >>>> >>>> I've narrowed it down to the Owner dropdown. All the time is going to render that. Now the users of this RT allow pretty much anyone (staff and customers) to be ticket owners, so this list is rather long. However this seems like an awfully long time to get a list of owners. >>>> >>>> I assume it's doing permissions checks.I tried giving the 'privileged user' group 'Own Ticket' permissions to see if that remove the need for all the checking and speed things up, but it didn't help. >>> >>> >>> http://wiki.bestpractical.com/view/FAQ >>> >>> Q: Why Bulk update and/or search builder pages are slow to load? === >>> >>> >>>> >>>> We're using 3.8.4 >>>> >>>> Thanks, >>>> >>>> Justin >>>> >>>> ------------------------------------------------- >>>> Justin Hayes >>>> Orbis Support Manager >>>> justin.hayes at orbisuk.com >>>> >>>> >>>> >>>> >>>> _______________________________________________ >>>> 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 >>>> >>> >>> -- >> > > -- From elacour at easter-eggs.com Mon Feb 15 12:33:53 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 15 Feb 2010 18:33:53 +0100 Subject: [rt-users] Very slow ticket search creation/edit screen 3.8.4 In-Reply-To: <0C86821B-9565-46FB-874A-325A9E943875@orbisuk.com> References: <8020C86F-5564-4844-8B38-D504F16FE3FA@orbisuk.com> <20100215165215.GJ5607@bestpractical.com> <0C86821B-9565-46FB-874A-325A9E943875@orbisuk.com> Message-ID: <20100215173353.GB3282@easter-eggs.com> On Mon, Feb 15, 2010 at 05:18:53PM +0000, Justin Hayes wrote: > That doesn't seem to be an answer. So it's just slow if you want to have a lot of owners?? > > It doesn't take 40 secs to render the owner dropdown on ticket create/update, so why should the search screen be so bad? They both use the same element. > bevause on a ticket, we already ha ve a queue selected and so we filter potential owners for this queue. in search screen, we load all people that may own ticket in any queue (all users that have OwnTicket right). this is a known issue, but that shouldn't be a problem on most systems where people with OwnTicket rights are a few hundreds. tell us more about how many people you have has potential owner in search screen. From elacour at easter-eggs.com Mon Feb 15 12:35:42 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 15 Feb 2010 18:35:42 +0100 Subject: [rt-users] Very slow ticket search creation/edit screen 3.8.4 In-Reply-To: References: <8020C86F-5564-4844-8B38-D504F16FE3FA@orbisuk.com> <20100215165215.GJ5607@bestpractical.com> <0C86821B-9565-46FB-874A-325A9E943875@orbisuk.com> <20100215172007.GO5607@bestpractical.com> Message-ID: <20100215173541.GC3282@easter-eggs.com> On Mon, Feb 15, 2010 at 05:33:59PM +0000, Justin Hayes wrote: > Sorry maybe I'm confusing things. > > The list is long, but that's deliberate. The guys who use this RT need everyone able to own tickets, as they pass the ticket back to the customer as owner of a ticket (which isn't how we use it in Support hence our owners list is much smaller - only Support own the tickets). > > I'm not sure I could get them to change how they work, and even if I could I still don't see why they owners list takes ages to generate on one screen compared to another. > if you really need so many people to have OwnTicket right, then you should modify RT source code (share/html/Search/Build.html) to not use SelectOwner, but use a simple text input. From justin.hayes at orbisuk.com Mon Feb 15 12:42:49 2010 From: justin.hayes at orbisuk.com (Justin Hayes) Date: Mon, 15 Feb 2010 17:42:49 +0000 Subject: [rt-users] Very slow ticket search creation/edit screen 3.8.4 In-Reply-To: <20100215173353.GB3282@easter-eggs.com> References: <8020C86F-5564-4844-8B38-D504F16FE3FA@orbisuk.com> <20100215165215.GJ5607@bestpractical.com> <0C86821B-9565-46FB-874A-325A9E943875@orbisuk.com> <20100215173353.GB3282@easter-eggs.com> Message-ID: Ah ok, so even if all my users have OwnTicket for a queue getting that list is still faster than showing all users on the Search screen, even though the resulting list is the same length? Total rows in Users is 543. Justin ------------------------------------------------- Justin Hayes Orbis Support Manager justin.hayes at orbisuk.com On 15 Feb 2010, at 17:33, Emmanuel Lacour wrote: > On Mon, Feb 15, 2010 at 05:18:53PM +0000, Justin Hayes wrote: >> That doesn't seem to be an answer. So it's just slow if you want to have a lot of owners?? >> >> It doesn't take 40 secs to render the owner dropdown on ticket create/update, so why should the search screen be so bad? They both use the same element. >> > > bevause on a ticket, we already ha ve a queue selected and so we filter > potential owners for this queue. > > in search screen, we load all people that may own ticket in any queue > (all users that have OwnTicket right). > > this is a known issue, but that shouldn't be a problem on most systems > where people with OwnTicket rights are a few hundreds. > > tell us more about how many people you have has potential owner in > search screen. > > _______________________________________________ > 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 From allen+rtlist at crystalfontz.com Mon Feb 15 14:20:52 2010 From: allen+rtlist at crystalfontz.com (Allen) Date: Mon, 15 Feb 2010 11:20:52 -0800 Subject: [rt-users] patch for SelfService upload multiple files. any better? Message-ID: <885d981e1002151120l6ed5855cp6ba2bc5800439a28@mail.gmail.com> I've noticed that the "Reply" form at /SelfService/Update.html does not allow customers to submit multiple file attachments in a single post like privileged users can do in /Ticket/Update.html I have tried to patch the feature from Ticket/Update.html back into a "local" SelfService/Update.html A "local" SelfService/Display.html also needed patching because Update.html now redirects there, like on the privileged side. It seems to work, but I don't really know what I am doing. Is it right? Does anyone do this better? $ diff -u /usr/share/request-tracker3.8/html/SelfService/Update.html Update.html --- /usr/share/request-tracker3.8/html/SelfService/Update.html 2009-06-16 14:57:46.000000000 -0700 +++ Update.html 2010-02-11 17:41:08.000000000 -0800 @@ -51,7 +51,7 @@ % $m->callback(CallbackName => 'BeforeForm', %ARGS, ARGSRef => \%ARGS, Ticket => $Ticket ); -
+ @@ -91,28 +91,48 @@
+
<& /Ticket/Elements/EditCustomFields, TicketObj => $Ticket &> -<& /Elements/MessageBox, - Name => "UpdateContent", - QuoteTransaction => $ARGS{QuoteTransaction} - &> + +% if (exists $ARGS{UpdateContent}) { +% my $temp = $ARGS{'QuoteTransaction'}; +% delete $ARGS{'QuoteTransaction'}; +<& /Elements/MessageBox, Name=>"UpdateContent", Default=>$ARGS{UpdateContent}, IncludeSignature => 0, %ARGS&> +% $ARGS{'QuoteTransaction'} = $temp; +% } else { +<& /Elements/MessageBox, Name=>"UpdateContent", %ARGS &> +% }
-<& /Elements/Submit &> +<& /Elements/Submit, Label => loc('Update Ticket'), Name => 'SubmitTicket' &>
- + +<& /Ticket/Elements/ShowHistory, + Ticket => $Ticket, + URIFile => "Display.html", + ShowHeaders => $ARGS{'ShowHeaders'}, + DownloadableHeaders => 0, + AttachPath => "Attachment", + Attachments => $attachments, + UpdatePath => "Update.html" +&> <%INIT> my $Ticket = LoadTicket($id); -$m->callback( Ticket => $Ticket, ARGSRef => \%ARGS, CallbackName => 'Initial' ); +# my @results; +# $m->callback( Ticket => $Ticket, ARGSRef => \%ARGS, results => \@results, CallbackName => 'Initial' ); + +# add this to get Hiztory on Reply screen +my $attachments = $m->comp( '/Ticket/Elements/FindAttachments', Ticket => $Ticket ); + my $title = loc( "Update ticket #[_1]", $Ticket->id ); @@ -123,7 +143,53 @@ unless ( $Ticket->CurrentUserHasRight('ReplyToTicket') or $Ticket->CurrentUserHasRight('ModifyTicket') ); -$m->callback(CallbackName => 'BeforeDisplay', Ticket => \$Ticket, ARGSRef => \%ARGS); + +# stolen from /Ticket/Update.html to process multiple attachments for 1 post +# {{{ deal with deleting uploaded attachments +foreach my $key (keys %ARGS) { + if ($key =~ m/^DeleteAttach-(.+)$/) { + delete $session{'Attachments'}{$1}; + } + $session{'Attachments'} = { %{$session{'Attachments'} || {}} }; +} +# }}} + +# {{{ store the uploaded attachment in session +if ($ARGS{'Attach'}) { # attachment? + my $attachment = MakeMIMEEntity( + AttachmentFieldName => 'Attach' + ); + + my $file_path = Encode::decode_utf8("$ARGS{'Attach'}"); + $session{'Attachments'} = { + %{$session{'Attachments'} || {}}, + $file_path => $attachment, + }; +} +# }}} + +# delete temporary storage entry to make WebUI clean +unless (keys %{$session{'Attachments'}} and $ARGS{'UpdateAttach'}) { + delete $session{'Attachments'}; +} +# }}} + +$m->callback( TicketObj => $Ticket, ARGSRef => \%ARGS ); +my @results; + +#unless ( $ARGS{'AddMoreAttach'} ) { +# # Add session attachments if any to be processed by ProcessUpdateMessage +# $ARGS{'UpdateAttachments'} = $session{'Attachments'} if ( $session{'Attachments'} ); +# +# # my @results, ProcessUpdateMessage(TicketObj => $Ticket, ARGSRef => \%ARGS ); +# # Cleanup WebUI +# delete $session{'Attachments'}; +#} + +if ( exists $ARGS{'SubmitTicket'} ) { + $m->callback(CallbackName => 'BeforeDisplay', Ticket => \$Ticket, ARGSRef => \%ARGS); + return $m->comp('Display.html', TicketObj => $Ticket, %ARGS); +} <%ARGS> diff -u /usr/share/request-tracker3.8/html/SelfService/Display.html Display.html --- /usr/share/request-tracker3.8/html/SelfService/Display.html 2009-06-16 14:57:46.000000000 -0700 +++ Display.html 2010-02-11 18:28:46.000000000 -0800 @@ -48,29 +48,11 @@ <& /SelfService/Elements/Header, Title => loc('#[_1]: [_2]', $Ticket->id, $Ticket->Subject) &> % $m->callback(CallbackName => 'BeforeActionList', %ARGS, Actions => \@results, ARGSRef => \%ARGS, Ticket => $Ticket ); - <& /Elements/ListActions, actions => \@results &> - - - - - -
- <&| /Widgets/TitleBox, title => loc('The Basics'), - title_class=> 'inverse', - color => "#993333" &> - <& /Ticket/Elements/ShowBasics, Ticket => $Ticket &> - <& /Ticket/Elements/ShowCustomFields, Ticket => $Ticket &> - - - <&| /Widgets/TitleBox, title => loc("Dates"), - title_class=> 'inverse', - color => "#663366" &> - <& /Ticket/Elements/ShowDates, Ticket => $Ticket, UpdatedLink => 0 &> - -
- +
+ <&|/l&>Status: <% loc($Ticket->Status) %> +
%#!!pape: selfservice_find_attachments.patch {{ @@ -89,9 +71,10 @@ <%INIT> -my ( $field, @results ); +$m->callback( TicketObj => $Ticket, ARGSRef => \%ARGS, CallbackName => 'Initial' ); + +my @results; -$m->callback( ARGSRef => \%ARGS, CallbackName => 'Initial' ); # {{{ Load the ticket #If we get handed two ids, mason will make them an array. bleck. @@ -99,22 +82,6 @@ # to deal my @id = ( ref $id eq 'ARRAY' ) ? @{$id} : ($id); -my $Ticket = new RT::Ticket( $session{'CurrentUser'} ); - -# store the uploaded attachment in session -if ( $ARGS{'Attach'} ) { # attachment? - $session{'Attachments'} = {} unless defined $session{'Attachments'}; - - my $attachment = MakeMIMEEntity( - AttachmentFieldName => 'Attach' - ); - - my $file_path = Encode::decode_utf8("$ARGS{'Attach'}"); - $session{'Attachments'} = { - %{ $session{'Attachments'} || {} }, - $file_path => $attachment, - }; -} if ( defined ($id[0]) && $id[0] eq 'new' ) { @@ -134,58 +101,36 @@ } - ( $Ticket, @results ) = - CreateTicket( Attachments => $session{'Attachments'}, %ARGS, Status => 'new' ); + ( $Ticket, @results ) = CreateTicket( + Attachments => delete $session{'Attachments'}, %ARGS, Status => 'new' ); unless ( $Ticket->id ) { $m->comp( 'Error.html', Why => join( "\n", @results )); - $m->abort(); - } - - # }}} - - # delete temporary storage entry to make WebUI clean - unless ( keys %{ $session{'Attachments'} } and $ARGS{'UpdateAttach'} ) { - delete $session{'Attachments'}; - } - - # }}} - } - else { - unless ( $Ticket->Load( $id[0] ) ) { - $m->comp( 'Error.html', - Why => loc( "Couldn't load ticket '[_1]'", $id ) ); - $m->abort(); - } - - my ( $code, $msg ); - + $m->abort(); + } + # }}} - if ( - $session{'Attachments'} - || ( defined $ARGS{'UpdateContent'} - && $ARGS{'UpdateContent'} ne '' - && $ARGS{'UpdateContent'} ne "-- \n" - . $session{'CurrentUser'}->UserObj->Signature ) - ) - { - $ARGS{UpdateAttachments} = $session{'Attachments'}; +} else { + $Ticket = new RT::Ticket( $session{'CurrentUser'} ); + + unless ( $Ticket->Load( $ARGS{'id'} ) ) { + $m->comp( 'Error.html', Why => loc( "Couldn't load ticket '[_1]'", $id ) ); + $m->abort(); } - push @results, ProcessUpdateMessage( + + $ARGS{UpdateAttachments} = $session{'Attachments'}; + push @results, + ProcessUpdateMessage( ARGSRef => \%ARGS, + results => \@results, TicketObj => $Ticket ); - delete $session{'Attachments'}; + delete $session{'Attachments'}; - # delete temporary storage entry to make WebUI clean - unless ( keys %{ $session{'Attachments'} } and $ARGS{'UpdateAttach'} ) { - delete $session{'Attachments'}; - } - my @cfupdates = ProcessObjectCustomFieldUpdates(Object => $Ticket, ARGSRef => \%ARGS); - push (@results, @cfupdates); + push @results, ProcessObjectCustomFieldUpdates(Object => $Ticket, ARGSRef => \%ARGS); - # }}} + my ( $code, $msg ); #Update the status if ( ( defined $ARGS{'Status'} ) @@ -198,10 +143,7 @@ # }}} - } - # This code does automatic redirection if any updates happen. - unless ( $Ticket->CurrentUserHasRight('ShowTicket') ) { $m->comp( 'Error.html', Why => loc("No permission to display that ticket") ); @@ -209,7 +151,11 @@ $m->abort(); } - if (@results) { +} + + +if (@results) { + # We've done something, so we need to clear the decks to avoid # resubmission on refresh. # But we need to store Actions somewhere too, so we don't lose them. @@ -217,17 +163,17 @@ push @{ $session{"Actions"}->{$key} ||= [] }, @results; $session{'i'}++; RT::Interface::Web::Redirect( RT->Config->Get('WebURL') ."SelfService/Display.html?id=". $Ticket->id."&results=".$key); - } +} - my $Transactions = $Ticket->Transactions; +my $Transactions = $Ticket->Transactions; - my $attachments = - $m->comp( '/Ticket/Elements/FindAttachments', Ticket => $Ticket ); +my $attachments = $m->comp( '/Ticket/Elements/FindAttachments', Ticket => $Ticket ); - $m->callback(CallbackName => 'BeforeDisplay', Ticket => \$Ticket, ARGSRef => \%ARGS); +$m->callback(CallbackName => 'BeforeDisplay', Ticket => \$Ticket, ARGSRef => \%ARGS); <%ARGS> $id => undef +$Ticket => undef SelfService/Create.html also only allows 1 file upload per post and really needs a similar patch. From razzipk at hotmail.com Tue Feb 16 06:33:34 2010 From: razzipk at hotmail.com (softouch) Date: Tue, 16 Feb 2010 03:33:34 -0800 (PST) Subject: [rt-users] Any RT Guru to help me Forward a Ticket just like "Comment or Correspond"?? Message-ID: <27606966.post@talk.nabble.com> Hello. i need to forward a ticket to some person outside RT, just like same as "Comment or Correspond", so that forward should also be treated as an transaction and could be recorded in Ticket History. Please reply any one, i need this desperately. Thanks, R i Z -- View this message in context: http://old.nabble.com/Any-RT-Guru-to-help-me-Forward-a-Ticket-just-like-%22Comment-or-Correspond%22---tp27606966p27606966.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ed_santora at harvard.edu Tue Feb 16 11:51:31 2010 From: ed_santora at harvard.edu (Ed Santora) Date: Tue, 16 Feb 2010 11:51:31 -0500 Subject: [rt-users] QuickSearch has broken links for some users Message-ID: Hello, I recently moved our RT instance from a base hostname to a subdirectory (i.e. from http://www.example.com/ to http://www.example.com/rt/) Myself and a few users have updated our SavedSearches to account for that change and it works fine. As does almost everything else. However, for some users, when they click the Queue link from the QuickSearch box all the tickets displayed have links without the ending "/rt". This was a fresh install of the files, Mason cache has been cleared and the web server restarted. Only the database was carried over. This behavior is only seen with a handful of users. I am unable to figure out why the links are correct for some users and not others. Any ideas on where to start looking for the cause? -Ed From kfcrocker at lbl.gov Tue Feb 16 12:22:06 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Tue, 16 Feb 2010 09:22:06 -0800 Subject: [rt-users] Adding another extension In-Reply-To: <20100213064226.GC3644@easter-eggs.com> References: <4B75C8E9.5090006@lbl.gov> <20100213064226.GC3644@easter-eggs.com> Message-ID: <4B7AD43E.8030306@lbl.gov> Emmanuel, Thanks. Got it. It's up and runnning. Kenn LBNL On 2/12/2010 10:42 PM, Emmanuel Lacour wrote: > On Fri, Feb 12, 2010 at 01:32:25PM -0800, Ken Crocker wrote: > >> To list, >> >> I finally have RT 3.8.7 up and running in our test environment. It's >> GREAT! I didn't install ALL the extensions, just RTx::Calendar and >> RT::Authen::ExternalAuth. I'm assuming the pie/bar chart capability is >> included in the vanilla install (I DID include it in the install >> configuration) and it works just fine. . >> Now, I want to install the ability to run Gant charts to show ticket >> relationships. Am I correct that Graphviz is the correct extension? If >> so, will that affect the pie/bar chart ability and what do I need to do? >> Can I just run the install for the extension? What do I add to the Plugin? >> >> > > This is not an RT extension, just a perl modules. Install perl module > graphiz from cpan (or apt-get install libgraphviz-perl under debian), > restart apache and your tickets relation ships graph should work. > > _______________________________________________ > 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 > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From williamsani at hotmail.com Tue Feb 16 12:16:02 2010 From: williamsani at hotmail.com (Will Sani) Date: Tue, 16 Feb 2010 09:16:02 -0800 Subject: [rt-users] QuickSearch has broken links for some users In-Reply-To: References: Message-ID: Have you corrected the URL in RT_Config and Site_Config? Have you bounced Apache yet? Will -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ed Santora Sent: Tuesday, February 16, 2010 8:52 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] QuickSearch has broken links for some users Hello, I recently moved our RT instance from a base hostname to a subdirectory (i.e. from http://www.example.com/ to http://www.example.com/rt/) Myself and a few users have updated our SavedSearches to account for that change and it works fine. As does almost everything else. However, for some users, when they click the Queue link from the QuickSearch box all the tickets displayed have links without the ending "/rt". This was a fresh install of the files, Mason cache has been cleared and the web server restarted. Only the database was carried over. This behavior is only seen with a handful of users. I am unable to figure out why the links are correct for some users and not others. Any ideas on where to start looking for the cause? -Ed _______________________________________________ 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 From mneuschafer at nationalstoresinc.com Tue Feb 16 13:35:02 2010 From: mneuschafer at nationalstoresinc.com (Michael Neuschafer) Date: Tue, 16 Feb 2010 10:35:02 -0800 Subject: [rt-users] Creating Ticket sets Status to Open Message-ID: <323E0713A7B4BB448FE88038747ABBAC05764EC1@hqsvr03.nationalmail> Anybody know how to make new tickets automatically set Status to Open on creation of ticket? Is there a callback or extension that can do this? Thanks, Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 -------------- next part -------------- An HTML attachment was scrubbed... URL: From mahini at apple.com Tue Feb 16 19:14:35 2010 From: mahini at apple.com (Behzad Mahini) Date: Tue, 16 Feb 2010 16:14:35 -0800 Subject: [rt-users] RTFM Link Could not be Created - Regular users can't Create Articles Message-ID: <8819075B-4676-4434-BA62-BEA518EF706C@apple.com> RT 3.8.4 RTFM-2.4.2 My RTFM is installed, and my root user could easily create 'New Articles' (with their Links being either based on: other tickets, or URL's, or articles), and associate it to 'Classes" & 'Topics'. However, my regular users can't 'Create Articles', and get the following error message in the UI: Results Link could not be created A) Apache's error_log: ------------------------- [warning]: RT::Link=HASH(0x27b7254) Couldn't resolve base 'Permission Denied' into a URI. (/ngs/app/rt/oppresso/rt-3.8.4/bin/../lib/RT/ Link_Overlay.pm:101) error]: Link could not be created: Couldn't resolve base 'Permission Denied' into a URI. (/ngs/app/rt/oppresso/rt-3.8.4/bin/../lib/RT/ Record.pm:1323) It sounds like it is an ACL issue, and for RTFM I have my ACL's set as shown below (3 categories of rights Matrix for RTFM): B) ACL settings for my RTFM ------------------------------------- Regular users who can't create Articles are part of , shown below RTFM 1) CustomField Group CustomFields Applies to (Group Rights) --------------- ----------------- ------------------------- ----------------------- Everyone No rights granted Unprivileged No rights granted Privileged No rights granted ModifyCustomField SeeCustomField 2) Class RTFM Class Enabled Class (Group Rights) ----------------- ------------------------ ---------------------------- AdminClass is enabled AdminTopics CreateArticle DeleteArticle ModifyArticle ModifyArticleTopics SeeClass ShowArticleHistory is Selected 3) Global Group RTFM Rights System Groups - Rights ------------------- ----------------------------- Everyone No rights granted Unprivileged ShowArticle Privileged SeeClass User Defined No rights granted groups C) RT & RTFM Config Files ------------------------------------ Finally, in my RTFM_Config.pm file, I have the following set (as per documentation): Set($RTFM_TicketCreate, 1); ...and my RT_SiteConfig.pm: Set(@Plugins,(qw(RT::FM RT::IR))); I would appreciate any help. Thanks, Behzad -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at theherrs.net Tue Feb 16 19:42:59 2010 From: todd at theherrs.net (Todd Herr) Date: Tue, 16 Feb 2010 19:42:59 -0500 Subject: [rt-users] Vexed by Permission Denied Message-ID: <4B7B3B93.2000804@theherrs.net> or maybe I just need a clue by four with regard to rights. Since migrating from 3.6.0 to 3.8.6, we've been getting reports of people getting "permission denied" errors from time to time. I know this is a common problem, and I thought I'd taken steps to fix it, based on what I'd read, but today proved otherwise, so I'm going to throw myself on the the mercy of the list. We have two queues, call them A and B. Most tickets are created in A and stay in A for their entire lives; some get moved to B, and I sense it's only the ones in B that have the issue. For GLOBAL group rights, I have: o Everyone - CreateTicket, ReplyToTicket o Requestor - CreateTicket, ReplyToTicket o Cc - CreateTicket, ReplyToTicket For Queue A group rights, I have: o Everyone - CreateTicket, ReplyToTicket o Requestor - CreateTicket, ReplyToTicket For Queue B group rights, I have: o Everyone - CreateTicket, ReplyToTicket o Requestor - CreateTicket, ReplyToTicket Now, I notice that I don't have Cc setup for either queue, and I know that the most recent occurrence was for someone in the Cc group on a ticket in Queue B. I perceive, therefore, that I must also have: o Cc - CreateTicket, ReplyToTicket for both queues, correct? Also, is it necessary for me to add ModifyTicket to any of these (in case of a reply to a ticket that's been set to Resolved) or is ReplyToTicket enough? Finally, are there any permissions I'm missing? Thanks. -- Todd Herr From ulf at openlane.com Tue Feb 16 21:22:17 2010 From: ulf at openlane.com (Ulf Zimmermann) Date: Tue, 16 Feb 2010 18:22:17 -0800 Subject: [rt-users] Problems after upgrade Message-ID: <867B874CEC2101449E81092D4B3DB7B4B794294A@msmpk02.corp.autc.com> I am looking at upgrading a 6 year old installation of RT (3.2.2) to a more current version (3.8.7). Went through all the upgrade steps. After starting Apache I got the main page and login, which works. On the main page first thing I notice is that I get "Predefined search My Requests not found". When I click on any queue I get "RT::Ticket::TimeLeftAsString Unimplemented in HTML::Mason::Commands. (/home/rt/share/html/Elements/RT__Ticket/ColumnMap line 165)" and if I click on a ticket owned by me from the main page, I get "RT::Ticket::Merged Unimplemented in HTML::Mason::Commands. (/home/rt/share/html/Ticket/Elements/Bookmark line 61)". Any suggestions how to debug this? Nothing in var/log/rt.log, nothing in the Apache error log. Ulf. From Simon.Dray at antplc.com Wed Feb 17 04:17:03 2010 From: Simon.Dray at antplc.com (Simon Dray) Date: Wed, 17 Feb 2010 09:17:03 +0000 Subject: [rt-users] Vexed by Permission Denied In-Reply-To: <4B7B3B93.2000804@theherrs.net> References: <4B7B3B93.2000804@theherrs.net> Message-ID: Todd You may find that you need to add modify ticket either at user or group level Simon -----Original Message----- From: Todd Herr [mailto:todd at theherrs.net] Sent: 17 February 2010 00:43 To: rt-users at lists.bestpractical.com Subject: [rt-users] Vexed by Permission Denied or maybe I just need a clue by four with regard to rights. Since migrating from 3.6.0 to 3.8.6, we've been getting reports of people getting "permission denied" errors from time to time. I know this is a common problem, and I thought I'd taken steps to fix it, based on what I'd read, but today proved otherwise, so I'm going to throw myself on the the mercy of the list. We have two queues, call them A and B. Most tickets are created in A and stay in A for their entire lives; some get moved to B, and I sense it's only the ones in B that have the issue. For GLOBAL group rights, I have: o Everyone - CreateTicket, ReplyToTicket o Requestor - CreateTicket, ReplyToTicket o Cc - CreateTicket, ReplyToTicket For Queue A group rights, I have: o Everyone - CreateTicket, ReplyToTicket o Requestor - CreateTicket, ReplyToTicket For Queue B group rights, I have: o Everyone - CreateTicket, ReplyToTicket o Requestor - CreateTicket, ReplyToTicket Now, I notice that I don't have Cc setup for either queue, and I know that the most recent occurrence was for someone in the Cc group on a ticket in Queue B. I perceive, therefore, that I must also have: o Cc - CreateTicket, ReplyToTicket for both queues, correct? Also, is it necessary for me to add ModifyTicket to any of these (in case of a reply to a ticket that's been set to Resolved) or is ReplyToTicket enough? Finally, are there any permissions I'm missing? Thanks. -- Todd Herr _______________________________________________ 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 From Simon.Dray at antplc.com Wed Feb 17 04:19:04 2010 From: Simon.Dray at antplc.com (Simon Dray) Date: Wed, 17 Feb 2010 09:19:04 +0000 Subject: [rt-users] Problems after upgrade In-Reply-To: <867B874CEC2101449E81092D4B3DB7B4B794294A@msmpk02.corp.autc.com> References: <867B874CEC2101449E81092D4B3DB7B4B794294A@msmpk02.corp.autc.com> Message-ID: <013cc1c6a68146997798bef85ffd39f71f896474@localhost> Ulf Stupid question did you upgrade the database? Simon -----Original Message----- From: Ulf Zimmermann [mailto:ulf at openlane.com] Sent: 17 February 2010 02:22 To: 'rt-users at lists.bestpractical.com' Subject: [rt-users] Problems after upgrade I am looking at upgrading a 6 year old installation of RT (3.2.2) to a more current version (3.8.7). Went through all the upgrade steps. After starting Apache I got the main page and login, which works. On the main page first thing I notice is that I get "Predefined search My Requests not found". When I click on any queue I get "RT::Ticket::TimeLeftAsString Unimplemented in HTML::Mason::Commands. (/home/rt/share/html/Elements/RT__Ticket/ColumnMap line 165)" and if I click on a ticket owned by me from the main page, I get "RT::Ticket::Merged Unimplemented in HTML::Mason::Commands. (/home/rt/share/html/Ticket/Elements/Bookmark line 61)". Any suggestions how to debug this? Nothing in var/log/rt.log, nothing in the Apache error log. Ulf. _______________________________________________ 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 From Valter.Lelli at think3.com Wed Feb 17 04:33:56 2010 From: Valter.Lelli at think3.com (Valter Lelli) Date: Wed, 17 Feb 2010 10:33:56 +0100 Subject: [rt-users] How to import 3.0.10 data to 3.8.4 Message-ID: Hi all, We have a running RT + RTFM 3.0.10 on redhat with mysql db We installed the new RT version 3.8.4 on ubunto 9.10 following the steps: http://wiki.bestpractical.com/view/HowToInstallRequest-Tracker3.8OnUbunt o9.10 and RTFM 2.4.2 http://blog.bestpractical.com/2009/06/rtfm-242-now-available.html Is there a scritp to import the 3.0.10 mysql dump to 3.8.4 or a document to follow ? Thanks in advance for any help and suggestion, Valter -------------- next part -------------- An HTML attachment was scrubbed... URL: From ed_santora at harvard.edu Wed Feb 17 07:15:28 2010 From: ed_santora at harvard.edu (Ed Santora) Date: Wed, 17 Feb 2010 07:15:28 -0500 Subject: [rt-users] RT-Users Digest, Vol 71, Issue 39 In-Reply-To: References: Message-ID: <2DB581D9186464E3F2E4DE49@dceeas6.local> RT_SiteConfig was updated, RT_Config has been left untouched as recommended. Apache has been restarted several times. This only affects a few users. For everyone else RT works just fine and all links are generated correctly. And for those few users it is only the tickets displayed after selecting a queue from QuickSearch that have the missing '/rt/' in the links. They get the correct links on their At a glance page or custom searches. Could it somehow be tied to a session in the database when they log in? -Ed --On February 16, 2010 7:14:51 PM -0500 rt-users-request at lists.bestpractical.com wrote: > Message: 2 > Date: Tue, 16 Feb 2010 09:16:02 -0800 > From: "Will Sani" > Subject: Re: [rt-users] QuickSearch has broken links for some users > To: > Message-ID: > Content-Type: text/plain; charset="US-ASCII" > > Have you corrected the URL in RT_Config and Site_Config? Have you bounced > Apache yet? > > Will > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ed Santora > Sent: Tuesday, February 16, 2010 8:52 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] QuickSearch has broken links for some users > > Hello, > > I recently moved our RT instance from a base hostname to a subdirectory > (i.e. from http://www.example.com/ to http://www.example.com/rt/) > > Myself and a few users have updated our SavedSearches to account for that > change and it works fine. As does almost everything else. However, for > some users, when they click the Queue link from the QuickSearch box all > the tickets displayed have links without the ending "/rt". > > This was a fresh install of the files, Mason cache has been cleared and > the web server restarted. Only the database was carried over. > > This behavior is only seen with a handful of users. I am unable to figure > out why the links are correct for some users and not others. Any ideas on > where to start looking for the cause? > > -Ed From todd at theherrs.net Wed Feb 17 08:14:49 2010 From: todd at theherrs.net (Todd Herr) Date: Wed, 17 Feb 2010 08:14:49 -0500 Subject: [rt-users] Vexed by Permission Denied In-Reply-To: References: <4B7B3B93.2000804@theherrs.net> Message-ID: <4B7BEBC9.4040909@theherrs.net> On 02/17/2010 04:17 AM, Simon Dray wrote: > Todd > > You may find that you need to add modify ticket either at user or group level > Thanks, Simon. I'll give that a whirl and do some more digging to see if I can determine a pattern to the behavior, which occurs on email replies to tickets (i.e., closed vice open; requestor vice cc vice other, etc.) -- Todd Herr From falcone at bestpractical.com Wed Feb 17 07:56:39 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 17 Feb 2010 06:56:39 -0600 Subject: [rt-users] RT: To and Cc emails separate In-Reply-To: <4179984629508D479E1B0FAB7879E607039FB014DD@AMERSNCEXMB2.corp.nai.org> References: <4179984629508D479E1B0FAB7879E607039FB014DD@AMERSNCEXMB2.corp.nai.org> Message-ID: <20100217125639.GZ737@jibsheet.com> On Fri, Feb 12, 2010 at 06:23:58AM -0800, David_Stiff at McAfee.com wrote: > Our Requestors and Cc people receive separate emails when Correspondence is added to a Ticket. > > This leads to confusion, where the Cc person thinks the original requestor was not included so > they Reply again and Cc the requestor. > > Is there some way, when Correspondence is added to a ticket, everyone receives the same email > with all recipients listed? This sounds like you have separate On Correspond Notify Foo scrips and need to combine them. If you look at the Message-IDs of the two separate emails, you can tell which scrip generated them and work backwards to see what two scrips need to be combined. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Feb 17 07:34:48 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 17 Feb 2010 06:34:48 -0600 Subject: [rt-users] Creating Ticket sets Status to Open In-Reply-To: <323E0713A7B4BB448FE88038747ABBAC05764EC1@hqsvr03.nationalmail> References: <323E0713A7B4BB448FE88038747ABBAC05764EC1@hqsvr03.nationalmail> Message-ID: <20100217123448.GX737@jibsheet.com> On Tue, Feb 16, 2010 at 10:35:02AM -0800, Michael Neuschafer wrote: > Anybody know how to make new tickets automatically set Status to Open on creation of ticket? > Is there a callback or extension that can do this? Sounds like a simple scrip, you already have all the actions and conditions you need available in the scrip admin ui. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Feb 17 07:33:44 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 17 Feb 2010 06:33:44 -0600 Subject: [rt-users] QuickSearch has broken links for some users In-Reply-To: References: Message-ID: <20100217123344.GW737@jibsheet.com> On Tue, Feb 16, 2010 at 11:51:31AM -0500, Ed Santora wrote: > Hello, > > I recently moved our RT instance from a base hostname to a subdirectory > (i.e. from http://www.example.com/ to http://www.example.com/rt/) > > Myself and a few users have updated our SavedSearches to account for that > change and it works fine. As does almost everything else. However, for some > users, when they click the Queue link from the QuickSearch box all the > tickets displayed have links without the ending "/rt". > > This was a fresh install of the files, Mason cache has been cleared and the > web server restarted. Only the database was carried over. > > This behavior is only seen with a handful of users. I am unable to figure > out why the links are correct for some users and not others. Any ideas on > where to start looking for the cause? Check if these users have a custom Format under Preferences -> Search options with id or Name and an invalid Link item -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Feb 17 07:45:15 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 17 Feb 2010 06:45:15 -0600 Subject: [rt-users] How to import 3.0.10 data to 3.8.4 In-Reply-To: References: Message-ID: <20100217124515.GY737@jibsheet.com> On Wed, Feb 17, 2010 at 10:33:56AM +0100, Valter Lelli wrote: > Hi all, > > > > We have a running RT + RTFM 3.0.10 on redhat with mysql db > > > > We installed the new RT version 3.8.4 on ubunto 9.10 following the steps: > > [1]http://wiki.bestpractical.com/view/HowToInstallRequest-Tracker3.8OnUbunto9.10 > > and RTFM 2.4.2 > > http://blog.bestpractical.com/2009/06/rtfm-242-now-available.html > > > > Is there a scritp to import the 3.0.10 mysql dump to 3.8.4 or a document to follow ? Sounds like you want to read through the steps in UPGRADING and UPGRADING.mysql. You can dump and import your db onto your 3.8.4 server and then upgrade the database. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From rs at runsolutions.com Wed Feb 17 09:03:06 2010 From: rs at runsolutions.com (Raimund Sacherer) Date: Wed, 17 Feb 2010 15:03:06 +0100 Subject: [rt-users] Delegation Issues Message-ID: <201002171503.06833.rs@runsolutions.com> Hello Mailinglist, I have an RT and RTIR setup which works (after lots of struggles with the rights system) nicely. The only big issue I have is that the Delegation-System does not seem to work, i googled and searched the WIKI (not much information there) and I found a thread in the mailinglists where developers asked about the usefullness of the Delegation feature, if someone uses ist and they said if nobody stands up for it, they want to get rid of it. So, I hope it has not been abondend? The Problems i experience: I have setup all rights in recursive groups, theres: Team |-> DutyTeam | |-> DutyTeam X | |-> DutyTeam Y | |-> DutyTeam ... |-> RT Group 1 |-> RT Group 2 |-> RT Group 3 Each group has different rights and Team has rights for everyone (like DelegateRights, AdministerPersonalGroups, etc.). I can create personel groups and I can administrate them, put members in, etc. BUT the delegation TAB does not show me any rights to delegate. Now if I log in as root, I see some rights, but only a few and they seem to do not make any sense to me, see also these images: root, personal group test, strange rights to delegate: http://www.ubuntu- pics.de/bild/41691/delegate_rights___vimperator_001_2264Yk.png user, personal group raimund2, nothing at all: http://www.ubuntu- pics.de/bild/41693/delegate_rights___vimperator_004_thumb_4Cg998.png Here you can see the group raimund2 exists and has members, etc: http://www.ubuntu- pics.de/bild/41695/editing_membership_for_personal_group_raimund2___vimperator_003_6M3Kn7.png So, is the delegation system working? Does it eventually only work with direct associated rights (which I can not believe ...)? Somehow I really would like to stirup some conversation about this because I find a delegation system very useful. But even if it would work with the personal groups as it seems to be implemented could it not be somehow easier? I realize that the system now is one of flexibility, could there not be a possibility to just say (additional to the implementation now) delegate to these people/groups my rights. As this would be sufficient nearly 95% of the time my clients need to do delegations (basically, for illness, vacation and part-time helpers). Best regards -- Raimund Sacherer - RunSolutions Open Source It Consulting - Email: rs at runsolutions.com Parc Bit - Centro Empresarial Son Espanyol Edificio Estel - Local 3D 07121 - Palma de Mallorca Baleares -- Raimund Sacherer - RunSolutions Open Source It Consulting - Email: rs at runsolutions.com Parc Bit - Centro Empresarial Son Espanyol Edificio Estel - Local 3D 07121 - Palma de Mallorca Baleares From kirby at umbc.edu Wed Feb 17 11:22:32 2010 From: kirby at umbc.edu (Joe Kirby) Date: Wed, 17 Feb 2010 11:22:32 -0500 Subject: [rt-users] IE8 issues fro Comments Message-ID: <6D599F9B-2FCF-4E27-8B4B-2BC3EEDA5583@umbc.edu> Many folks at our University use IE as part of their jobs because our ERP vendor (Oracle's PeopleSoft) requires it. As folks have upgraded to IE8 we are getting calls that Comments are being truncated without notification for those adding them via IE8 browser. Has anyone else seen this issue or have an idea of a setting I can adjust in either RT or IE8. They have already tried the compatibility option within IE8 with no success. We are on Rt version 3.8.2 Thanks in advance 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 jesse at bestpractical.com Wed Feb 17 11:39:51 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 17 Feb 2010 08:39:51 -0800 Subject: [rt-users] IE8 issues fro Comments In-Reply-To: <6D599F9B-2FCF-4E27-8B4B-2BC3EEDA5583@umbc.edu> References: <6D599F9B-2FCF-4E27-8B4B-2BC3EEDA5583@umbc.edu> Message-ID: <20100217163951.GC8988@bestpractical.com> On Wed 17.Feb'10 at 11:22:32 -0500, Joe Kirby wrote: > Many folks at our University use IE as part of their jobs because our > ERP vendor (Oracle's PeopleSoft) requires it. > > As folks have upgraded to IE8 we are getting calls that Comments are > being truncated without notification for those adding them via IE8 > browser. > > Has anyone else seen this issue or have an idea of a setting I can > adjust in either RT or IE8. They have already tried the compatibility > option within IE8 with no success. > > We are on Rt version 3.8.2 We've made a number of improvements since 3.8.2. Can you please upgrade to 3.8.7 and see if that fixes it? -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: Digital signature URL: From kirby at umbc.edu Wed Feb 17 12:14:10 2010 From: kirby at umbc.edu (Joe Kirby) Date: Wed, 17 Feb 2010 12:14:10 -0500 Subject: [rt-users] IE8 issues fro Comments In-Reply-To: <20100217163951.GC8988@bestpractical.com> References: <6D599F9B-2FCF-4E27-8B4B-2BC3EEDA5583@umbc.edu> <20100217163951.GC8988@bestpractical.com> Message-ID: <0CF2CDD4-609D-4289-A704-D7AC46BF2E79@umbc.edu> I am hoping to use your recommendation as reason to upgrade before Summer 2010 Thanks for the prompt response Joe On Feb 17, 2010, at 11:39 AM, Jesse Vincent wrote: > > > > On Wed 17.Feb'10 at 11:22:32 -0500, Joe Kirby wrote: >> Many folks at our University use IE as part of their jobs because our >> ERP vendor (Oracle's PeopleSoft) requires it. >> >> As folks have upgraded to IE8 we are getting calls that Comments are >> being truncated without notification for those adding them via IE8 >> browser. >> >> Has anyone else seen this issue or have an idea of a setting I can >> adjust in either RT or IE8. They have already tried the compatibility >> option within IE8 with no success. >> >> We are on Rt version 3.8.2 > > We've made a number of improvements since 3.8.2. Can you please > upgrade > to 3.8.7 and see if that fixes it? From mahini at apple.com Wed Feb 17 12:24:58 2010 From: mahini at apple.com (Behzad Mahini) Date: Wed, 17 Feb 2010 09:24:58 -0800 Subject: [rt-users] RTFM Link Could not be Created - Regular users can't Create Articles In-Reply-To: <8819075B-4676-4434-BA62-BEA518EF706C@apple.com> References: <8819075B-4676-4434-BA62-BEA518EF706C@apple.com> Message-ID: I resolved my situation -- see inlines below (hoping this will help out others): The right that needs to be added is "ShowArticle" for Privileged (in the Global Group Rights) -Behzad On Feb 16, 2010, at 4:14 PM, Behzad Mahini wrote: > > > B) ACL settings for my RTFM > ------------------------------------- > > > 3) Global Group RTFM > Rights System Groups - Rights > ------------------- ----------------------------- > Everyone No rights granted > > Unprivileged ShowArticle > > Privileged SeeClass Show Article > > User Defined No rights granted > groups -------------- next part -------------- An HTML attachment was scrubbed... URL: From ulf at openlane.com Wed Feb 17 12:56:08 2010 From: ulf at openlane.com (Ulf Zimmermann) Date: Wed, 17 Feb 2010 09:56:08 -0800 Subject: [rt-users] Problems after upgrade In-Reply-To: <013cc1c6a68146997798bef85ffd39f71f896474@localhost> References: <867B874CEC2101449E81092D4B3DB7B4B794294A@msmpk02.corp.autc.com> <013cc1c6a68146997798bef85ffd39f71f896474@localhost> Message-ID: <867B874CEC2101449E81092D4B3DB7B4B794294F@msmpk02.corp.autc.com> Yes, upgrade to 3.7.97, then the conversion to UTF8, then continued to 3.8.7. > -----Original Message----- > From: Simon Dray [mailto:Simon.Dray at antplc.com] > Sent: Wednesday, February 17, 2010 1:19 AM > To: Ulf Zimmermann; 'rt-users at lists.bestpractical.com' > Subject: RE: [rt-users] Problems after upgrade > > Ulf > > Stupid question did you upgrade the database? > > > Simon > > -----Original Message----- > From: Ulf Zimmermann [mailto:ulf at openlane.com] > Sent: 17 February 2010 02:22 > To: 'rt-users at lists.bestpractical.com' > Subject: [rt-users] Problems after upgrade > > I am looking at upgrading a 6 year old installation of RT (3.2.2) to a > more current version (3.8.7). > > Went through all the upgrade steps. After starting Apache I got the > main page and login, which works. On the main page first thing I notice > is that I get "Predefined search My Requests not found". When I click > on any queue I get "RT::Ticket::TimeLeftAsString Unimplemented in > HTML::Mason::Commands. > (/home/rt/share/html/Elements/RT__Ticket/ColumnMap line 165)" and if I > click on a ticket owned by me from the main page, I get > "RT::Ticket::Merged Unimplemented in HTML::Mason::Commands. > (/home/rt/share/html/Ticket/Elements/Bookmark line 61)". > > Any suggestions how to debug this? Nothing in var/log/rt.log, nothing > in the Apache error log. > > Ulf. > > _______________________________________________ > 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 From gagel at cnc.bc.ca Wed Feb 17 14:30:35 2010 From: gagel at cnc.bc.ca (Kevin Gagel) Date: Wed, 17 Feb 2010 11:30:35 -0800 Subject: [rt-users] Upgraded and now having to login on every link in RT Message-ID: <4b7c43db.151c.100.22a9@cnc.bc.ca> I upgraded from RT 3.8.4 to 3.8.7. I compiled as per the readme doc and then ran make upgrade. I ran the db scripts. I cleaned out the sessions table. Everyone is now stuck in a cycle of continuous login pages on every click within RT. Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel ------------------------------------------------------------------- The College of New Caledonia Visit us at http://www.cnc.bc.ca Virus scanning is done on all incoming and outgoing email. Anti-spam information for CNC can be found at http://gateway.cnc.bc.ca ------------------------------------------------------------------- From william.graboyes at theportalgrp.com Wed Feb 17 14:34:10 2010 From: william.graboyes at theportalgrp.com (William Graboyes) Date: Wed, 17 Feb 2010 11:34:10 -0800 Subject: [rt-users] Upgraded and now having to login on every link in RT In-Reply-To: <4b7c43db.151c.100.22a9@cnc.bc.ca> References: <4b7c43db.151c.100.22a9@cnc.bc.ca> Message-ID: <8a5c3dac1002171134i2ce013eeh8ba9f67bdff73059@mail.gmail.com> Hi Kevin, I have a dumb question, Have you had your users clear their cache/cookies? I remember I had a similar problem on a recent upgrade, and a having the users clear their cache seemed to fix the problem. Also, do you have any log excerpts that you can share with us? Thanks, Bill On Wed, Feb 17, 2010 at 11:30, Kevin Gagel wrote: > I upgraded from RT 3.8.4 to 3.8.7. > I compiled as per the readme doc and then ran make upgrade. > I ran the db scripts. > I cleaned out the sessions table. > > Everyone is now stuck in a cycle of continuous login pages on every > click within RT. > > > > Kevin W. Gagel > Network Administrator > Local 5448 > My blog: > http://mail.cnc.bc.ca/blogs/gagel > My shared files: > http://mail.cnc.bc.ca/users/gagel > > > > > > ------------------------------------------------------------------- > The College of New Caledonia > Visit us at http://www.cnc.bc.ca > Virus scanning is done on all incoming and outgoing email. > Anti-spam information for CNC can be found at http://gateway.cnc.bc.ca > ------------------------------------------------------------------- > _______________________________________________ > 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 > -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 -------------- next part -------------- An HTML attachment was scrubbed... URL: From gagel at cnc.bc.ca Wed Feb 17 14:49:27 2010 From: gagel at cnc.bc.ca (Kevin Gagel) Date: Wed, 17 Feb 2010 11:49:27 -0800 Subject: [rt-users] Upgraded and now having to login on every link in RT Message-ID: <4b7c4847.151c.1338.2c4c@cnc.bc.ca> I logged into RT, clicked a link and this is the result in the log file. On the interface I got into RT and then after clicking a link within it I was presented with a login screen again. [Wed Feb 17 19:46:02 2010] [debug]: UPDATED user ( XXXX) from External Service (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:307) [Wed Feb 17 19:46:02 2010] [info]: Successful login for XXXX from XXX.XXX.XXX.XXX (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:219) [Wed Feb 17 19:46:02 2010] [debug]: Autohandler called ExternalAuth. Response: (1, Successful login) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) [Wed Feb 17 19:46:02 2010] [debug]: /autohandler calls old style callback, use $m->callback (/opt/rt3/share/html/Elements/Callback:51) [Wed Feb 17 19:46:16 2010] [debug]: /autohandler calls old style callback, use $m->callback (/opt/rt3/share/html/Elements/Callback:51) [Wed Feb 17 19:46:16 2010] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [Wed Feb 17 19:46:16 2010] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) [Wed Feb 17 19:46:16 2010] [debug]: Autohandler called ExternalAuth. Response: (0, No User) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) Yes, I've cleared my cache... Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel On Wednesday 02/17/2010 at 11:37 am, William Graboyes wrote: > Hi Kevin, > > I have a dumb question, Have you had your users clear their > cache/cookies? I remember I had a similar problem on a recent upgrade, > and a having the users clear their cache seemed to fix the problem. > > Also, do you have any log excerpts that you can share with us? > > Thanks, > Bill > > > On Wed, Feb 17, 2010 at 11:30, Kevin Gagel wrote: >> >> I upgraded from RT 3.8.4 to 3.8.7. >> I compiled as per the readme doc and then ran make upgrade. >> I ran the db scripts. >> I cleaned out the sessions table. >> >> Everyone is now stuck in a cycle of continuous login pages on every >> click within RT. >> >> >> >> Kevin W. Gagel >> Network Administrator >> Local 5448 >> My blog: >> http://mail.cnc.bc.ca/blogs/gagel >> My shared files: >> http://mail.cnc.bc.ca/users/gagel >> >> >> >> >> >> ------------------------------------------------------------------- >> The College of New Caledonia >> Visit us at http://www.cnc.bc.ca >> Virus scanning is done on all incoming and outgoing email. >> Anti-spam information for CNC can be found at http://gateway.cnc.bc.ca >> ------------------------------------------------------------------- >> _______________________________________________ >> 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 > > > > -- > Bill Graboyes > On Assignment At: > Toyota Motor Sales, USA, Inc. > Consumer Portal Delivery > Office: (310) 468-6754 > Cell: (714) 515-8312 ------------------------------------------------------------------- The College of New Caledonia Visit us at http://www.cnc.bc.ca Virus scanning is done on all incoming and outgoing email. Anti-spam information for CNC can be found at http://gateway.cnc.bc.ca ------------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Wed Feb 17 16:17:32 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Wed, 17 Feb 2010 13:17:32 -0800 Subject: [rt-users] RT problem with ticket creation via email Message-ID: <4B7C5CEC.2000704@lbl.gov> To list, I have been testing our 3.8.7 session and all looks well, with the exception of creating tickets via email. I can create tickets fine via the WebUI, but emails gives no joy. I get this email back: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (kfcrocker at lbl.gov). You might need to grant 'Everyone' the right 'CreateTicket' for the queue Test. I have, of course, applied the "CreateTicket" right to everyone for the Queue "Test". Still no joy. I am thinking that since the email gets to RT, it is probably a filter of some sort in our Config settings. We are using the ExternalAuth extension and ourLDAP filters work fine with signing onto the WebUI and using the system in ALL of it's aspects. These are our LDAP settings: 'My_LDAP' => { 'type' => 'ldap', 'server' => 'xxxx.xxx.xxx', # x'd out for this email 'user' => '', 'pass' => '', 'base' => 'ou=people,o=Company Name,c=us', 'filter' => '(&(|(xxxEmpStat=Staff)(xxxEmpStat=Guest))(|(xxxpan=XX*)))', 'd_filter' => '(!(|(xxxEmpStat=Staff)(xxxEmpStat=Guest)))', 'tls' => 1, 'net_ldap_args' => [ version => 3 ], 'attr_match_list' => ['Name', 'EmailAddress', 'RealName', 'uid', ], 'attr_map' => { 'Name' => 'uid', 'EmailAddress' => 'mail', 'Organization' => 'o', 'RealName' => 'cn', 'ExternalAuthId' => 'uid', 'Gecos' => 'uid', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'xxxMailStop', 'Address2' => 'postalAddress', } } } These are some other settings that I think /*MIGHT*/ apply: Set($TruncateLongAttachments, 1); Set($LookupSenderInExternalDatabase, 1); # not actually functional -alinc Set($SenderMustExistInExternalDatabase, 1); Set($ValidateUserEmailAddresses, 1); Set($SendmailPath, "/usr/lib/sendmail"); Set($WebExternalAuto , 0); # Do not create accounts based on REMOTE_USER setting Set($WebExternalAuthContinuous, 0); # prevent checking REMOTE_USER at every page load Any clues? Thanks. Kenn LBNL -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt-users at jjussi.com Thu Feb 18 02:17:07 2010 From: rt-users at jjussi.com (JJussi) Date: Thu, 18 Feb 2010 09:17:07 +0200 Subject: [rt-users] RT problem with ticket creation via email In-Reply-To: <4B7C5CEC.2000704@lbl.gov> References: <4B7C5CEC.2000704@lbl.gov> Message-ID: <201002180917.07521.rt-users@jjussi.com> Hi! I had same kind of problems when I took 'MailPlugins' in use. I made my own plugin and as long as plugin didn't return 'RT::CurrentUser' object, I got that error. On Wednesday, 17. Februaryta 2010 23:17:32 Ken Crocker wrote: > To list, > > I have been testing our 3.8.7 session and all looks well, with the > exception of creating tickets via email. > I can create tickets fine via the WebUI, but emails gives no joy. I get > this email back: > > RT could not load a valid user, and RT's configuration does not allow > for the creation of a new user for this email (kfcrocker at lbl.gov). > > You might need to grant 'Everyone' the right 'CreateTicket' for the > queue Test. > > I have, of course, applied the "CreateTicket" right to everyone for the > Queue "Test". Still no joy. > > I am thinking that since the email gets to RT, it is probably a filter of > some sort in our Config settings. > > We are using the ExternalAuth extension and ourLDAP filters work fine > with signing onto the WebUI and using the system in ALL of it's aspects. > These are our LDAP settings: > > 'My_LDAP' => { 'type' => 'ldap', > 'server' => 'xxxx.xxx.xxx', # x'd out for this email > 'user' => '', > 'pass' => '', > 'base' => 'ou=people,o=Company Name,c=us', > 'filter' => > '(&(|(xxxEmpStat=Staff)(xxxEmpStat=Guest))(|(xxxpan=XX*)))', > 'd_filter' => '(!(|(xxxEmpStat=Staff)(xxxEmpStat=Guest)))', > 'tls' => 1, > 'net_ldap_args' => [ version => 3 ], > 'attr_match_list' => ['Name', > 'EmailAddress', > 'RealName', > 'uid', > ], > > 'attr_map' => { 'Name' => 'uid', > 'EmailAddress' => 'mail', > 'Organization' => 'o', > 'RealName' => 'cn', > 'ExternalAuthId' => 'uid', > 'Gecos' => 'uid', > 'WorkPhone' => 'telephoneNumber', > 'Address1' => 'xxxMailStop', > 'Address2' => > 'postalAddress', } > } > } > > These are some other settings that I think /*MIGHT*/ apply: > > Set($TruncateLongAttachments, 1); > Set($LookupSenderInExternalDatabase, 1); # not actually functional > -alinc > Set($SenderMustExistInExternalDatabase, 1); > Set($ValidateUserEmailAddresses, 1); > Set($SendmailPath, "/usr/lib/sendmail"); > Set($WebExternalAuto , 0); # Do not create accounts based on REMOTE_USER > setting > Set($WebExternalAuthContinuous, 0); # prevent checking REMOTE_USER at > every page load > > Any clues? Thanks. > > Kenn > LBNL > -- JJussi From n.chrysandreas at albourne.com Thu Feb 18 05:22:44 2010 From: n.chrysandreas at albourne.com (n.chrysandreas at albourne.com) Date: Thu, 18 Feb 2010 10:22:44 +0000 (GMT) Subject: [rt-users] Auto replies create tickets In-Reply-To: <540893754.319141266487588600.JavaMail.root@mail-nic-00.intern.albourne.com> Message-ID: <483640184.319221266488564009.JavaMail.root@mail-nic-00.intern.albourne.com> Hi all, We have an application that generates messages and sends them to our users. Our mail system is configures so that anyone that replies to these emails, a ticket is created in one of our queues. My problem is that auto replies (ie. out of office messages) are creating tickets. I've found a function in ../lib/RT/Interface/Email.pm that is checking the headers of the emails but the value returned from the function is always the same (as I understand from my limited perl skills). sub CheckForAutoGenerated { my $head = shift; my $Precedence = $head->get("Precedence") || ""; if ( $Precedence =~ /^(bulk|junk)/i ) { return (1); } # Per RFC3834, any Auto-Submitted header which is not "no" means # it is auto-generated. my $AutoSubmitted = $head->get("Auto-Submitted") || ""; if ( length $AutoSubmitted and $AutoSubmitted ne "no" ) { return (1); } # First Class mailer uses this as a clue. my $FCJunk = $head->get("X-FC-Machinegenerated") || ""; if ( $FCJunk =~ /^true/i ) { return (1); } return (0); } Does the above function always return "0"? If so, is this correct? I modified the function on my test system so that if one of the conditions are met the returned value is "1" and it seems that RT is now filtering out any auto replies. Am I missing something here, maybe a dependency? Is the function above right? The strange thing I noticed is that if RT sends an email (ie. from a ticket comment/reply) and it gets an auto reply, then it is filtered by the system and the auto reply does not get recorded in any ticket or even create a new one. Thanks in advance Nik From razzipk at hotmail.com Thu Feb 18 07:15:41 2010 From: razzipk at hotmail.com (softouch) Date: Thu, 18 Feb 2010 04:15:41 -0800 (PST) Subject: [rt-users] Pls urgent help about double requestors for each new ticket Message-ID: <27637404.post@talk.nabble.com> Hello. whenever my RT users are creating ticket in some queue, ticket is created by two owners. one who is actually creating the ticket and other it selects randomly between different RT Admins. please help me to sort out the reason of this issue. R i Z. -- View this message in context: http://old.nabble.com/Pls-urgent-help-about-double-requestors-for-each-new-ticket-tp27637404p27637404.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Richard at widexs.nl Thu Feb 18 08:07:39 2010 From: Richard at widexs.nl (Richard Pijnenburg) Date: Thu, 18 Feb 2010 14:07:39 +0100 Subject: [rt-users] rt-crontool and custom action Message-ID: <87458E9581E41E4F8FFD606200740856049CFA68@mail01.widexs.local> Dear List, I'm trying to write a CustomAction which I want to fire with rt-crontool Currently I have for the crontool the following: ./rt-crontool --search RT::Search::FromSQL --search-arg "Queue = 'Orders' AND 'CF.{Status}' = 'Opgeleverd'" --action RT::Action:: SetPriority --action-arg 100 This searches in the orders queue for tickets with a customfield set to "Opgeleverd". The SQL query is correct, I've tested it inside RT. The only thing I'm bugging now is with the Action. I don't want to set the priority but I want to do 2 actions: 1. Set another value to the customfield. 2. Open the ticket ( because it's resolved ) How can I do this? I found something with a Action::UserDefined but It's not clear to me how I can do that. Thank you for your time. Met vriendelijke groet / With kind regards, Richard Pijnenburg -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Feb 18 11:30:33 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 18 Feb 2010 10:30:33 -0600 Subject: [rt-users] Upgraded and now having to login on every link in RT In-Reply-To: <4b7c4847.151c.1338.2c4c@cnc.bc.ca> References: <4b7c4847.151c.1338.2c4c@cnc.bc.ca> Message-ID: <20100218163033.GA737@jibsheet.com> On Wed, Feb 17, 2010 at 11:49:27AM -0800, Kevin Gagel wrote: > I logged into RT, clicked a link and this is the result in the log file. On the interface I > got into RT and then after clicking a link within it I was presented with a login screen > again. > > [Wed Feb 17 19:46:02 2010] [debug]: UPDATED user ( XXXX) from External Service > (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:307) > [Wed Feb 17 19:46:02 2010] [info]: Successful login for XXXX from XXX.XXX.XXX.XXX > (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:219) > [Wed Feb 17 19:46:02 2010] [debug]: Autohandler called ExternalAuth. Response: (1, Successful > login) > (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) > [Wed Feb 17 19:46:02 2010] [debug]: /autohandler calls old style callback, use $m->callback > (/opt/rt3/share/html/Elements/Callback:51) Do you have a local/html/autohandler? Vanilla RT's autohandler won't cause this warning, and neither will RT::Authen::ExternalAuth autohandler was heavily refactored in recent versions, I suspect removing it will fix your problem. -kevin > [Wed Feb 17 19:46:16 2010] [debug]: /autohandler calls old style callback, use $m->callback > (/opt/rt3/share/html/Elements/Callback:51) > [Wed Feb 17 19:46:16 2010] [debug]: Attempting to use external auth service: My_LDAP > (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) > [Wed Feb 17 19:46:16 2010] [debug]: SSO Failed and no user to test with. Nexting > (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) > [Wed Feb 17 19:46:16 2010] [debug]: Autohandler called ExternalAuth. Response: (0, No User) > (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From kfcrocker at lbl.gov Thu Feb 18 11:31:55 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Thu, 18 Feb 2010 08:31:55 -0800 Subject: [rt-users] RT problem with ticket creation via email In-Reply-To: <201002180917.07521.rt-users@jjussi.com> References: <4B7C5CEC.2000704@lbl.gov> <201002180917.07521.rt-users@jjussi.com> Message-ID: <4B7D6B7B.1070601@lbl.gov> JJussi, What do you mean by "made my own plugin"? Kenn LBNL On 2/17/2010 11:17 PM, JJussi wrote: > Hi! > I had same kind of problems when I took 'MailPlugins' in use. I made my own > plugin and as long as plugin didn't return 'RT::CurrentUser' object, I got > that error. > > On Wednesday, 17. Februaryta 2010 23:17:32 Ken Crocker wrote: > > >> To list, >> >> I have been testing our 3.8.7 session and all looks well, with the >> exception of creating tickets via email. >> I can create tickets fine via the WebUI, but emails gives no joy. I get >> this email back: >> >> RT could not load a valid user, and RT's configuration does not allow >> for the creation of a new user for this email (kfcrocker at lbl.gov). >> >> You might need to grant 'Everyone' the right 'CreateTicket' for the >> queue Test. >> >> I have, of course, applied the "CreateTicket" right to everyone for the >> Queue "Test". Still no joy. >> >> I am thinking that since the email gets to RT, it is probably a filter of >> some sort in our Config settings. >> >> We are using the ExternalAuth extension and ourLDAP filters work fine >> with signing onto the WebUI and using the system in ALL of it's aspects. >> These are our LDAP settings: >> >> 'My_LDAP' => { 'type' => 'ldap', >> 'server' => 'xxxx.xxx.xxx', # x'd out for this email >> 'user' => '', >> 'pass' => '', >> 'base' => 'ou=people,o=Company Name,c=us', >> 'filter' => >> '(&(|(xxxEmpStat=Staff)(xxxEmpStat=Guest))(|(xxxpan=XX*)))', >> 'd_filter' => '(!(|(xxxEmpStat=Staff)(xxxEmpStat=Guest)))', >> 'tls' => 1, >> 'net_ldap_args' => [ version => 3 ], >> 'attr_match_list' => ['Name', >> 'EmailAddress', >> 'RealName', >> 'uid', >> ], >> >> 'attr_map' => { 'Name' => 'uid', >> 'EmailAddress' => 'mail', >> 'Organization' => 'o', >> 'RealName' => 'cn', >> 'ExternalAuthId' => 'uid', >> 'Gecos' => 'uid', >> 'WorkPhone' => 'telephoneNumber', >> 'Address1' => 'xxxMailStop', >> 'Address2' => >> 'postalAddress', } >> } >> } >> >> These are some other settings that I think /*MIGHT*/ apply: >> >> Set($TruncateLongAttachments, 1); >> Set($LookupSenderInExternalDatabase, 1); # not actually functional >> -alinc >> Set($SenderMustExistInExternalDatabase, 1); >> Set($ValidateUserEmailAddresses, 1); >> Set($SendmailPath, "/usr/lib/sendmail"); >> Set($WebExternalAuto , 0); # Do not create accounts based on REMOTE_USER >> setting >> Set($WebExternalAuthContinuous, 0); # prevent checking REMOTE_USER at >> every page load >> >> Any clues? Thanks. >> >> Kenn >> LBNL >> >> > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From gagel at cnc.bc.ca Thu Feb 18 12:15:26 2010 From: gagel at cnc.bc.ca (Kevin Gagel) Date: Thu, 18 Feb 2010 09:15:26 -0800 Subject: [rt-users] Upgraded and now having to login on every link in RT Message-ID: <4b7d75ae.151c.17c8.46a@cnc.bc.ca> Thank you. Removing it did indeed correct the problem. Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel On Thursday 02/18/2010 at 8:31 am, Kevin Falcone wrote: > On Wed, Feb 17, 2010 at 11:49:27AM -0800, Kevin Gagel wrote: >> >> I logged into RT, clicked a link and this is the result in the >> log file. On the interface I >> got into RT and then after clicking a link within it I was >> presented with a login screen >> again. >> >> [Wed Feb 17 19:46:02 2010] [debug]: UPDATED user ( XXXX) from >> External Service >> >> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:307) >> [Wed Feb 17 19:46:02 2010] [info]: Successful login for XXXX >> from XXX.XXX.XXX.XXX >> >> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:219) >> [Wed Feb 17 19:46:02 2010] [debug]: Autohandler called >> ExternalAuth. Response: (1, Successful >> login) >> >> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) >> [Wed Feb 17 19:46:02 2010] [debug]: /autohandler calls old >> style callback, use $m->callback >> (/opt/rt3/share/html/Elements/Callback:51) > > Do you have a local/html/autohandler? > Vanilla RT's autohandler won't cause this warning, and neither will > RT::Authen::ExternalAuth > > autohandler was heavily refactored in recent versions, I suspect > removing it will fix your problem. > > -kevin > >> >> [Wed Feb 17 19:46:16 2010] [debug]: /autohandler calls old >> style callback, use $m->callback >> (/opt/rt3/share/html/Elements/Callback:51) >> [Wed Feb 17 19:46:16 2010] [debug]: Attempting to use external >> auth service: My_LDAP >> >> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) >> [Wed Feb 17 19:46:16 2010] [debug]: SSO Failed and no user to >> test with. Nexting >> >> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92) >> [Wed Feb 17 19:46:16 2010] [debug]: Autohandler called >> ExternalAuth. Response: (0, No User) >> >> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26) > ------------------------------------------------------------------- The College of New Caledonia Visit us at http://www.cnc.bc.ca Virus scanning is done on all incoming and outgoing email. Anti-spam information for CNC can be found at http://gateway.cnc.bc.ca ------------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Thu Feb 18 12:39:19 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Thu, 18 Feb 2010 09:39:19 -0800 Subject: [rt-users] Pls urgent help about double requestors for each new ticket In-Reply-To: <27637404.post@talk.nabble.com> References: <27637404.post@talk.nabble.com> Message-ID: <4B7D7B47.8000100@lbl.gov> Softouch, Your question is a bit vague. Are you having a problem segregating notifications? A problems distinguishing the difference between a ticket "Creator" and a Ticket "Requestor"? There are several relationships a user can have with a ticket. At the "Queue" level, they can be a watcher (either AdminCc or Cc). That implies that they want whatever notifications you set to go out for ALL tickets in that Queue. Then there are the "Ticket" watchers, which includes AdminCc, Cc, Owners (of which there can ONLY be one per ticket) and Requestors (of which there can be MANY per ticket). These watchers are called "Roles" which are basically "Psuedo" groups. The can have rights just like "User-defined" groups for a particular Queue and even globally. A "Creator" is neither a role or psuedo group of any kind and therefore /cannot have any rights/.nor be a /selected recipient of a notification/. A Ticket "Creator" is merely a ticket level field that retains the ID number of the user that /actually created/ (Via email or WebUI) the ticket and this user can be a different user than the Owner OR Requestor(s). You can display this persons User Name/Email address in any Query, however. Please define more succinctly exactly what your problem is and I'll try to help. Kenn LBNL On 2/18/2010 4:15 AM, softouch wrote: > Hello. whenever my RT users are creating ticket in some queue, ticket > is created by two owners. one who is actually creating the ticket and > other it selects randomly between different RT Admins. please help me > to sort out the reason of this issue. R i Z. > ------------------------------------------------------------------------ > View this message in context: Pls urgent help about double requestors > for each new ticket > > Sent from the Request Tracker - User mailing list archive > at Nabble.com. > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From nesius at gmail.com Thu Feb 18 16:09:46 2010 From: nesius at gmail.com (Robert Nesius) Date: Thu, 18 Feb 2010 15:09:46 -0600 Subject: [rt-users] Creating New User via web UI errors out (3.8.6) Message-ID: My RT install is presently configured to authenticate against RT's mysql database, and two LDAP (AD, really) sources. I'm trying to create an account via the web U/I with the intention of adding a new user whose credentials are hosted in RT's mysql DB. I figured out I had a bad mapping for RT Attributes to Fields. I fixed that, but the new user creation process seems to fail because RT::ExternalAuth can't find the user. That seems odd, since I'm creating a user, so how can it exist yet? Thoughts? Here's the error logs from apache's error.log (anonymized). [Thu Feb 18 20:31:18 2010] [critical]: RT::Authen::ExternalAuth::DBI::CanonicalizeUserInfo Nothing to look-up given (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:144) [Thu Feb 18 20:31:18 2010] [info]: RT::Authen::ExternalAuth::DBI::CanonicalizeUserInfo INFO CHECK FAILED Key: Name Value: userFOO No User Found in External Database! (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:179) [Thu Feb 18 20:31:18 2010] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: , Address2: , AuthSystem: , City: , Comments: , ContactInfoSystem: , Country: , Disabled: 0, EmailAddress: userFOO at example.com, EmailEncoding: , ExternalAuthId: , ExternalContactInfoId: , FreeformContactInfo: , Gecos: , HomePhone: , Lang: en, MobilePhone: , Name: foobar, NickName: Foo, Organization: , PagerPhone: , Privileged: 1, RealName: Foo Bar, Signature: , State: , WebEncoding: , WorkPhone: , Zip: (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536) Thanks in advance, -Rob -------------- next part -------------- An HTML attachment was scrubbed... URL: From razzipk at hotmail.com Fri Feb 19 00:49:36 2010 From: razzipk at hotmail.com (softouch) Date: Thu, 18 Feb 2010 21:49:36 -0800 (PST) Subject: [rt-users] Pls urgent help about double requestors for each new ticket In-Reply-To: <4B7D7B47.8000100@lbl.gov> References: <27637404.post@talk.nabble.com> <4B7D7B47.8000100@lbl.gov> Message-ID: <27649982.post@talk.nabble.com> Dear Ken, lets assume that i have user A,B,C,D in my RT. When User A is creating a ticket in the queue and making some one owner of Ticket out of RT Members, after ticket creation RT is showing Two Requester for this Ticket. One is User A who actually created the Ticket. Second randomly from B,C,D. i am unable to understand that why and when second requester is inserted inside the ticket. now when ever some correspondence is made with Requester , RT is sending Email to Two Requester. Hope i have explained my problem more precisely. Thanks, R i Z Ken Crocker wrote: > > Softouch, > > Your question is a bit vague. Are you having a problem segregating > notifications? A problems distinguishing the difference between a ticket > "Creator" and a Ticket "Requestor"? > There are several relationships a user can have with a ticket. At the > "Queue" level, they can be a watcher (either AdminCc or Cc). That > implies that they want whatever notifications you set to go out for ALL > tickets in that Queue. Then there are the "Ticket" watchers, which > includes AdminCc, Cc, Owners (of which there can ONLY be one per ticket) > and Requestors (of which there can be MANY per ticket). These watchers > are called "Roles" which are basically "Psuedo" groups. The can have > rights just like "User-defined" groups for a particular Queue and even > globally. A "Creator" is neither a role or psuedo group of any kind and > therefore /cannot have any rights/.nor be a /selected recipient of a > notification/. A Ticket "Creator" is merely a ticket level field that > retains the ID number of the user that /actually created/ (Via email or > WebUI) the ticket and this user can be a different user than the Owner > OR Requestor(s). You can display this persons User Name/Email address in > any Query, however. > Please define more succinctly exactly what your problem is and I'll try > to help. > > Kenn > LBNL > > On 2/18/2010 4:15 AM, softouch wrote: >> Hello. whenever my RT users are creating ticket in some queue, ticket >> is created by two owners. one who is actually creating the ticket and >> other it selects randomly between different RT Admins. please help me >> to sort out the reason of this issue. R i Z. >> ------------------------------------------------------------------------ >> View this message in context: Pls urgent help about double requestors >> for each new ticket >> >> Sent from the Request Tracker - User mailing list archive >> at Nabble.com. >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> 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 > > _______________________________________________ > 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 > -- View this message in context: http://old.nabble.com/Pls-urgent-help-about-double-requestors-for-each-new-ticket-tp27637404p27649982.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From evertjan at vanramselaar.nl Fri Feb 19 03:44:50 2010 From: evertjan at vanramselaar.nl (Evert Jan van Ramselaar) Date: Fri, 19 Feb 2010 09:44:50 +0100 Subject: [rt-users] Send SelfService url including password with every new ticket autoreply Message-ID: Hello list, I will try to explain what I want to accomplish and I hope you will be able to point me in the right direction. I want users to be able to use the SelfService functionality and to do that I have followed the instructions found at http://wiki.bestpractical.com/view/AutogeneratedPassword . So far so good; users that have not yet have a password in the database will get an autogenerated one sent to them. I was also able to construct the right url to SelfService including their username and password, so they can view their ticket with one click. However, I want to send that url - including username and password - with every autoreply for new tickets they create. But here seems to be my problem. Once the password is generated, it is put in the database encrypted. I do not want to give the users a new password each time they create a new ticket, so how do I get the cleartext password to be used in the autoreply template? Hope you can help. Don't be afraid to ask for more info if something is not clear. Regards, Evert Jan From flmmartins at gmail.com Fri Feb 19 09:46:32 2010 From: flmmartins at gmail.com (Fernanda Martins) Date: Fri, 19 Feb 2010 12:46:32 -0200 Subject: [rt-users] Wiki Add-on for RTFM In-Reply-To: References: Message-ID: See... but that don't solve my problem. What I want is the text format like in wikipedia.com with gray boxes, and index in my article to each topic.. that kind of stuff. If I just create a Custom Field I will only creating boxes, but not coloring it, not change my letter fonts etc etc etc...... Thanks for all the help guys. Fernanda L. M. Martins 2010/2/13 Torsten Brumm > OK, if you use the rtfm you have to define customfields to store the > content. at the customfields setup you can define customfields of type > wikitext. this should work > > 2010/2/13 Fernanda Martins > > cf's? >> Please explain better, my english is very bad, and I'm desperaly trying to >> find this wiki thing. >> >> Fernanda L. M. Martins >> >> >> 2010/2/12 Torsten Brumm >> >> Hm, i think cf's of type wiki text could work... >>> >>> 2010/2/12 Fernanda Martins >>> >>>> Anyone know if there is a wiki text formatting add-on for RTFM? >>>> >>>> >>>> I would like to write my articles in rtflm using the Wiki formating.... >>>> like tables, index... etc.. etc.. >>>> >>>> Fernanda L. M. Martins >>>> >>>> _______________________________________________ >>>> 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 >>> >> >> > > > -- > MFG > > Torsten Brumm > > http://www.brumm.me > http://www.elektrofeld.de > -------------- next part -------------- An HTML attachment was scrubbed... URL: From flmmartins at gmail.com Fri Feb 19 09:53:09 2010 From: flmmartins at gmail.com (Fernanda Martins) Date: Fri, 19 Feb 2010 12:53:09 -0200 Subject: [rt-users] Creating one Article in more than one class Message-ID: Can I create one article in more than one class on RTFM? Fernanda L. M. Martins -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Fri Feb 19 12:13:19 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Fri, 19 Feb 2010 09:13:19 -0800 Subject: [rt-users] Pls urgent help about double requestors for each new ticket In-Reply-To: <27649982.post@talk.nabble.com> References: <27637404.post@talk.nabble.com> <4B7D7B47.8000100@lbl.gov> <27649982.post@talk.nabble.com> Message-ID: <4B7EC6AF.9000803@lbl.gov> Softouch, Have you created any scrips that activate when a ticket is created? Otherwise, that's crazy. I can't see any reason that the vanilla RT would ever do that. It doesn't make sense and I can't think of any configuration settings that would do it either. The only thing I can think of is some scrip that is doing it. Kenn LBNL On 2/18/2010 9:49 PM, softouch wrote: > > Dear Ken, > > lets assume that i have user A,B,C,D in my RT. > > > When User A is creating a ticket in the queue and making some one owner of > Ticket out of RT Members, > after ticket creation RT is showing Two Requester for this Ticket. > > One is User A who actually created the Ticket. > Second randomly from B,C,D. > > i am unable to understand that why and when second requester is inserted > inside the ticket. now when ever some correspondence is made with Requester > , RT is sending Email to Two Requester. > > > Hope i have explained my problem more precisely. > > Thanks, > > R i Z > > > > Ken Crocker wrote: > >> Softouch, >> >> Your question is a bit vague. Are you having a problem segregating >> notifications? A problems distinguishing the difference between a ticket >> "Creator" and a Ticket "Requestor"? >> There are several relationships a user can have with a ticket. At the >> "Queue" level, they can be a watcher (either AdminCc or Cc). That >> implies that they want whatever notifications you set to go out for ALL >> tickets in that Queue. Then there are the "Ticket" watchers, which >> includes AdminCc, Cc, Owners (of which there can ONLY be one per ticket) >> and Requestors (of which there can be MANY per ticket). These watchers >> are called "Roles" which are basically "Psuedo" groups. The can have >> rights just like "User-defined" groups for a particular Queue and even >> globally. A "Creator" is neither a role or psuedo group of any kind and >> therefore /cannot have any rights/.nor be a /selected recipient of a >> notification/. A Ticket "Creator" is merely a ticket level field that >> retains the ID number of the user that /actually created/ (Via email or >> WebUI) the ticket and this user can be a different user than the Owner >> OR Requestor(s). You can display this persons User Name/Email address in >> any Query, however. >> Please define more succinctly exactly what your problem is and I'll try >> to help. >> >> Kenn >> LBNL >> >> On 2/18/2010 4:15 AM, softouch wrote: >> >>> Hello. whenever my RT users are creating ticket in some queue, ticket >>> is created by two owners. one who is actually creating the ticket and >>> other it selects randomly between different RT Admins. please help me >>> to sort out the reason of this issue. R i Z. >>> ------------------------------------------------------------------------ >>> View this message in context: Pls urgent help about double requestors >>> for each new ticket >>> >>> Sent from the Request Tracker - User mailing list archive >>> at Nabble.com. >>> ------------------------------------------------------------------------ >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> 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 >>> >> _______________________________________________ >> 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 >> >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Feb 19 10:31:36 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 19 Feb 2010 10:31:36 -0500 Subject: [rt-users] Creating one Article in more than one class In-Reply-To: References: Message-ID: <20100219153136.GC737@jibsheet.com> On Fri, Feb 19, 2010 at 12:53:09PM -0200, Fernanda Martins wrote: > Can I create one article in more than one class on RTFM? No, think of a Class like a Queue. One Class per Article, one Queue per Ticket. You want global topics I suspect. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Fri Feb 19 10:31:05 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 19 Feb 2010 10:31:05 -0500 Subject: [rt-users] Wiki Add-on for RTFM In-Reply-To: References: Message-ID: <20100219153105.GB737@jibsheet.com> On Fri, Feb 19, 2010 at 12:46:32PM -0200, Fernanda Martins wrote: > See... but that don't solve my problem. > > What I want is the text format like in [1]wikipedia.com with gray boxes, and index in my > article to each topic.. that kind of stuff. > > If I just create a Custom Field I will only creating boxes, but not coloring it, not change my > letter fonts etc etc etc...... RT is not a wiki. I can't tell if you want to let people browse articles in RTFM (which they can do from RTFM -> Articles, organized by class and topic) or if you want something entirely different. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From mneuschafer at nationalstoresinc.com Fri Feb 19 13:31:53 2010 From: mneuschafer at nationalstoresinc.com (Michael Neuschafer) Date: Fri, 19 Feb 2010 10:31:53 -0800 Subject: [rt-users] RT Apache memory leak. any examples of MPM settings? Message-ID: <323E0713A7B4BB448FE88038747ABBAC05765304@hqsvr03.nationalmail> My request tracker apache has been eating up memory. I think there is a memory leak. Below is my prefork MPM and Worker MPM what setting do you recommend? # prefork MPM # StartServers: number of server processes to start # MinSpareServers: minimum number of server processes which are kept spare # MaxSpareServers: maximum number of server processes which are kept spare # MaxClients: maximum number of server processes allowed to start # MaxRequestsPerChild: maximum number of requests a server process serves StartServers 2 MinSpareServers 2 MaxSpareServers 3 MaxClients 50 MaxRequestsPerChild 1000 # worker MPM # StartServers: initial number of server processes to start # MaxClients: maximum number of simultaneous client connections # MinSpareThreads: minimum number of worker threads which are kept spare # MaxSpareThreads: maximum number of worker threads which are kept spare # ThreadsPerChild: constant number of worker threads in each server process # MaxRequestsPerChild: maximum number of requests a server process serves StartServers 2 ThreadLimit 64 # event MPM # StartServers: initial number of server processes to start # MaxClients: maximum number of simultaneous client connections # MinSpareThreads: minimum number of worker threads which are kept spare # MaxSpareThreads: maximum number of worker threads which are kept spare # ThreadsPerChild: constant number of worker threads in each server process # MaxRequestsPerChild: maximum number of requests a server process serves StartServers 2 MaxClients 50 MinSpareThreads 25 MaxSpareThreads 100 ThreadLimit 64 ThreadsPerChild 25 MaxRequestsPerChild 1500 Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 -------------- next part -------------- An HTML attachment was scrubbed... URL: From williamsani at hotmail.com Fri Feb 19 13:48:31 2010 From: williamsani at hotmail.com (Will Sani) Date: Fri, 19 Feb 2010 10:48:31 -0800 Subject: [rt-users] RT Apache memory leak. any examples of MPM settings? In-Reply-To: <323E0713A7B4BB448FE88038747ABBAC05765304@hqsvr03.nationalmail> References: <323E0713A7B4BB448FE88038747ABBAC05765304@hqsvr03.nationalmail> Message-ID: Never noticed issues with Apache. What version are you running? Will -------------- next part -------------- An HTML attachment was scrubbed... URL: From mneuschafer at nationalstoresinc.com Fri Feb 19 13:50:49 2010 From: mneuschafer at nationalstoresinc.com (Michael Neuschafer) Date: Fri, 19 Feb 2010 10:50:49 -0800 Subject: [rt-users] RT Apache memory leak. any examples of MPM settings? In-Reply-To: References: <323E0713A7B4BB448FE88038747ABBAC05765304@hqsvr03.nationalmail> Message-ID: <323E0713A7B4BB448FE88038747ABBAC05765310@hqsvr03.nationalmail> Apache version 2.2.12 Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Will Sani Sent: Friday, February 19, 2010 10:49 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT Apache memory leak. any examples of MPM settings? Never noticed issues with Apache. What version are you running? Will -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Fri Feb 19 14:01:18 2010 From: ktm at rice.edu (Kenneth Marshall) Date: Fri, 19 Feb 2010 13:01:18 -0600 Subject: [rt-users] RT Apache memory leak. any examples of MPM settings? In-Reply-To: <323E0713A7B4BB448FE88038747ABBAC05765304@hqsvr03.nationalmail> References: <323E0713A7B4BB448FE88038747ABBAC05765304@hqsvr03.nationalmail> Message-ID: <20100219190118.GA12550@it.is.rice.edu> It is not a memory leak, memory does not get returned to the system -- ever. So a large query can bloat the memory usage and it will not shrink. We use cron to do a "graceful" apache restart once a day. No impact to users and it handles the memory usage growth over time. Regards, Ken On Fri, Feb 19, 2010 at 10:31:53AM -0800, Michael Neuschafer wrote: > My request tracker apache has been eating up memory. I think there is a > memory leak. Below is my prefork MPM and Worker MPM what setting do you > recommend? > > > > > > # prefork MPM > > # StartServers: number of server processes to start > > # MinSpareServers: minimum number of server processes which are kept > spare > > # MaxSpareServers: maximum number of server processes which are kept > spare > > # MaxClients: maximum number of server processes allowed to start > > # MaxRequestsPerChild: maximum number of requests a server process > serves > > > > StartServers 2 > > MinSpareServers 2 > > MaxSpareServers 3 > > MaxClients 50 > > MaxRequestsPerChild 1000 > > > > > > # worker MPM > > # StartServers: initial number of server processes to start > > # MaxClients: maximum number of simultaneous client connections > > # MinSpareThreads: minimum number of worker threads which are kept spare > > # MaxSpareThreads: maximum number of worker threads which are kept spare > > # ThreadsPerChild: constant number of worker threads in each server > process > > # MaxRequestsPerChild: maximum number of requests a server process > serves > > > > StartServers 2 > > ThreadLimit 64 > > > > > > # event MPM > > # StartServers: initial number of server processes to start > > # MaxClients: maximum number of simultaneous client connections > > # MinSpareThreads: minimum number of worker threads which are kept spare > > # MaxSpareThreads: maximum number of worker threads which are kept spare > > # ThreadsPerChild: constant number of worker threads in each server > process > > # MaxRequestsPerChild: maximum number of requests a server process > serves > > > > StartServers 2 > > MaxClients 50 > > MinSpareThreads 25 > > MaxSpareThreads 100 > > ThreadLimit 64 > > ThreadsPerChild 25 > > MaxRequestsPerChild 1500 > > > > > > Michael Neuschafer > > PC Support Specialist > > National Stores Inc. > > (310) 436 - 2150 > > > > _______________________________________________ > 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 From williamsani at hotmail.com Fri Feb 19 14:17:54 2010 From: williamsani at hotmail.com (Will Sani) Date: Fri, 19 Feb 2010 11:17:54 -0800 Subject: [rt-users] RT Apache memory leak. any examples of MPM settings? In-Reply-To: <323E0713A7B4BB448FE88038747ABBAC05765310@hqsvr03.nationalmail> References: <323E0713A7B4BB448FE88038747ABBAC05765304@hqsvr03.nationalmail> <323E0713A7B4BB448FE88038747ABBAC05765310@hqsvr03.nationalmail> Message-ID: Highly doubt Apache is to blame, especially 2.2.x. What eluded you to think it was Apache? Will From: Michael Neuschafer [mailto:mneuschafer at nationalstoresinc.com] Sent: Friday, February 19, 2010 10:51 AM To: Will Sani; rt-users at lists.bestpractical.com Subject: RE: [rt-users] RT Apache memory leak. any examples of MPM settings? Apache version 2.2.12 Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Will Sani Sent: Friday, February 19, 2010 10:49 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT Apache memory leak. any examples of MPM settings? Never noticed issues with Apache. What version are you running? Will -------------- next part -------------- An HTML attachment was scrubbed... URL: From mneuschafer at nationalstoresinc.com Fri Feb 19 14:20:38 2010 From: mneuschafer at nationalstoresinc.com (Michael Neuschafer) Date: Fri, 19 Feb 2010 11:20:38 -0800 Subject: [rt-users] RT Apache memory leak. any examples of MPM settings? In-Reply-To: References: <323E0713A7B4BB448FE88038747ABBAC05765304@hqsvr03.nationalmail><323E0713A7B4BB448FE88038747ABBAC05765310@hqsvr03.nationalmail> Message-ID: <323E0713A7B4BB448FE88038747ABBAC0576532F@hqsvr03.nationalmail> Well, when I restart apache my memory and swap drops down. Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Will Sani Sent: Friday, February 19, 2010 11:18 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT Apache memory leak. any examples of MPM settings? Highly doubt Apache is to blame, especially 2.2.x. What eluded you to think it was Apache? Will From: Michael Neuschafer [mailto:mneuschafer at nationalstoresinc.com] Sent: Friday, February 19, 2010 10:51 AM To: Will Sani; rt-users at lists.bestpractical.com Subject: RE: [rt-users] RT Apache memory leak. any examples of MPM settings? Apache version 2.2.12 Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Will Sani Sent: Friday, February 19, 2010 10:49 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT Apache memory leak. any examples of MPM settings? Never noticed issues with Apache. What version are you running? Will -------------- next part -------------- An HTML attachment was scrubbed... URL: From williamsani at hotmail.com Fri Feb 19 14:24:11 2010 From: williamsani at hotmail.com (Will Sani) Date: Fri, 19 Feb 2010 11:24:11 -0800 Subject: [rt-users] RT Apache memory leak. any examples of MPM settings? In-Reply-To: <323E0713A7B4BB448FE88038747ABBAC0576532F@hqsvr03.nationalmail> References: <323E0713A7B4BB448FE88038747ABBAC05765304@hqsvr03.nationalmail><323E0713A7B4BB448FE88038747ABBAC05765310@hqsvr03.nationalmail> <323E0713A7B4BB448FE88038747ABBAC0576532F@hqsvr03.nationalmail> Message-ID: That's a good start. You might want to also look into your MySQL schema. There is a slight possibility that large DB queries are causing this issue. I forgot to ask, what RT version are you running? Will From: Michael Neuschafer [mailto:mneuschafer at nationalstoresinc.com] Sent: Friday, February 19, 2010 11:21 AM To: Will Sani; rt-users at lists.bestpractical.com Subject: RE: [rt-users] RT Apache memory leak. any examples of MPM settings? Well, when I restart apache my memory and swap drops down. Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Will Sani Sent: Friday, February 19, 2010 11:18 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT Apache memory leak. any examples of MPM settings? Highly doubt Apache is to blame, especially 2.2.x. What eluded you to think it was Apache? Will From: Michael Neuschafer [mailto:mneuschafer at nationalstoresinc.com] Sent: Friday, February 19, 2010 10:51 AM To: Will Sani; rt-users at lists.bestpractical.com Subject: RE: [rt-users] RT Apache memory leak. any examples of MPM settings? Apache version 2.2.12 Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Will Sani Sent: Friday, February 19, 2010 10:49 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT Apache memory leak. any examples of MPM settings? Never noticed issues with Apache. What version are you running? Will -------------- next part -------------- An HTML attachment was scrubbed... URL: From mneuschafer at nationalstoresinc.com Fri Feb 19 14:29:13 2010 From: mneuschafer at nationalstoresinc.com (Michael Neuschafer) Date: Fri, 19 Feb 2010 11:29:13 -0800 Subject: [rt-users] RT Apache memory leak. any examples of MPM settings? In-Reply-To: References: <323E0713A7B4BB448FE88038747ABBAC05765304@hqsvr03.nationalmail><323E0713A7B4BB448FE88038747ABBAC05765310@hqsvr03.nationalmail><323E0713A7B4BB448FE88038747ABBAC0576532F@hqsvr03.nationalmail> Message-ID: <323E0713A7B4BB448FE88038747ABBAC05765334@hqsvr03.nationalmail> RT 3.8.6, I just thought it was the MPM Settings, with maxrequestperchild or threadlimit. Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Will Sani Sent: Friday, February 19, 2010 11:24 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT Apache memory leak. any examples of MPM settings? That's a good start. You might want to also look into your MySQL schema. There is a slight possibility that large DB queries are causing this issue. I forgot to ask, what RT version are you running? Will From: Michael Neuschafer [mailto:mneuschafer at nationalstoresinc.com] Sent: Friday, February 19, 2010 11:21 AM To: Will Sani; rt-users at lists.bestpractical.com Subject: RE: [rt-users] RT Apache memory leak. any examples of MPM settings? Well, when I restart apache my memory and swap drops down. Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Will Sani Sent: Friday, February 19, 2010 11:18 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT Apache memory leak. any examples of MPM settings? Highly doubt Apache is to blame, especially 2.2.x. What eluded you to think it was Apache? Will From: Michael Neuschafer [mailto:mneuschafer at nationalstoresinc.com] Sent: Friday, February 19, 2010 10:51 AM To: Will Sani; rt-users at lists.bestpractical.com Subject: RE: [rt-users] RT Apache memory leak. any examples of MPM settings? Apache version 2.2.12 Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Will Sani Sent: Friday, February 19, 2010 10:49 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT Apache memory leak. any examples of MPM settings? Never noticed issues with Apache. What version are you running? Will -------------- next part -------------- An HTML attachment was scrubbed... URL: From razzipk at hotmail.com Fri Feb 19 14:38:19 2010 From: razzipk at hotmail.com (softouch) Date: Fri, 19 Feb 2010 11:38:19 -0800 (PST) Subject: [rt-users] Pls urgent help about double requestors for each new ticket In-Reply-To: <4B7EC6AF.9000803@lbl.gov> References: <27637404.post@talk.nabble.com> <4B7D7B47.8000100@lbl.gov> <27649982.post@talk.nabble.com> <4B7EC6AF.9000803@lbl.gov> Message-ID: <27659244.post@talk.nabble.com> Hello Ken, i have following scrips when some ticket is created 3 On Create Autoreply To Requestors TransactionCreate On Create Autoreply To Requestors Autoreply 4 On Create Notify AdminCcs TransactionCreate On Create Notify AdminCcs Transaction 15 On Create Notify Other Recipients TransactionCreate On Create Notify Other Recipients Transaction 13 On Create Notify Owner TransactionCreate On Create Notify Owner Transaction R i Z. Ken Crocker wrote: > > Softouch, > > Have you created any scrips that activate when a ticket is created? > Otherwise, that's crazy. I can't see any reason that the vanilla RT > would ever do that. It doesn't make sense and I can't think of any > configuration settings that would do it either. The only thing I can > think of is some scrip that is doing it. > > Kenn > LBNL > > On 2/18/2010 9:49 PM, softouch wrote: >> >> Dear Ken, >> >> lets assume that i have user A,B,C,D in my RT. >> >> >> When User A is creating a ticket in the queue and making some one owner >> of >> Ticket out of RT Members, >> after ticket creation RT is showing Two Requester for this Ticket. >> >> One is User A who actually created the Ticket. >> Second randomly from B,C,D. >> >> i am unable to understand that why and when second requester is inserted >> inside the ticket. now when ever some correspondence is made with >> Requester >> , RT is sending Email to Two Requester. >> >> >> Hope i have explained my problem more precisely. >> >> Thanks, >> >> R i Z >> >> >> >> Ken Crocker wrote: >> >>> Softouch, >>> >>> Your question is a bit vague. Are you having a problem segregating >>> notifications? A problems distinguishing the difference between a ticket >>> "Creator" and a Ticket "Requestor"? >>> There are several relationships a user can have with a ticket. At the >>> "Queue" level, they can be a watcher (either AdminCc or Cc). That >>> implies that they want whatever notifications you set to go out for ALL >>> tickets in that Queue. Then there are the "Ticket" watchers, which >>> includes AdminCc, Cc, Owners (of which there can ONLY be one per ticket) >>> and Requestors (of which there can be MANY per ticket). These watchers >>> are called "Roles" which are basically "Psuedo" groups. The can have >>> rights just like "User-defined" groups for a particular Queue and even >>> globally. A "Creator" is neither a role or psuedo group of any kind and >>> therefore /cannot have any rights/.nor be a /selected recipient of a >>> notification/. A Ticket "Creator" is merely a ticket level field that >>> retains the ID number of the user that /actually created/ (Via email or >>> WebUI) the ticket and this user can be a different user than the Owner >>> OR Requestor(s). You can display this persons User Name/Email address in >>> any Query, however. >>> Please define more succinctly exactly what your problem is and I'll try >>> to help. >>> >>> Kenn >>> LBNL >>> >>> On 2/18/2010 4:15 AM, softouch wrote: >>> >>>> Hello. whenever my RT users are creating ticket in some queue, ticket >>>> is created by two owners. one who is actually creating the ticket and >>>> other it selects randomly between different RT Admins. please help me >>>> to sort out the reason of this issue. R i Z. >>>> ------------------------------------------------------------------------ >>>> View this message in context: Pls urgent help about double requestors >>>> for each new ticket >>>> >>>> Sent from the Request Tracker - User mailing list archive >>>> at Nabble.com. >>>> ------------------------------------------------------------------------ >>>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> 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 >>>> >>> _______________________________________________ >>> 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 >>> >>> >> >> > > _______________________________________________ > 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 > -- View this message in context: http://old.nabble.com/Pls-urgent-help-about-double-requestors-for-each-new-ticket-tp27637404p27659244.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -------------- next part -------------- An HTML attachment was scrubbed... URL: From flmmartins at gmail.com Fri Feb 19 14:39:16 2010 From: flmmartins at gmail.com (Fernanda Martins) Date: Fri, 19 Feb 2010 17:39:16 -0200 Subject: [rt-users] RT-Users Digest, Vol 71, Issue 47 In-Reply-To: References: Message-ID: I just want to be able to edit a text. Put color on to it, make tables... basics on text editing, that's all. In RTFM it's all black, white and bold. If I want to create an article more pretty I can't . I'm searching packages, scripts that allow me to create a more beatiful article... Fernanda L. M. Martins 2010/2/19 > Send RT-Users mailing list submissions to > rt-users at lists.bestpractical.com > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > or, via email, send a message with subject or body 'help' to > rt-users-request at lists.bestpractical.com > > You can reach the person managing the list at > rt-users-owner at lists.bestpractical.com > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of RT-Users digest..." > > > Today's Topics: > > 1. Re: Pls urgent help about double requestors for each new > ticket (Ken Crocker) > 2. Re: Creating one Article in more than one class (Kevin Falcone) > 3. Re: Wiki Add-on for RTFM (Kevin Falcone) > 4. RT Apache memory leak. any examples of MPM settings? > (Michael Neuschafer) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Fri, 19 Feb 2010 09:13:19 -0800 > From: Ken Crocker > Subject: Re: [rt-users] Pls urgent help about double requestors for > each new ticket > To: softouch > Cc: rt-users at lists.bestpractical.com > Message-ID: <4B7EC6AF.9000803 at lbl.gov> > Content-Type: text/plain; charset="iso-8859-1" > > Softouch, > > Have you created any scrips that activate when a ticket is created? > Otherwise, that's crazy. I can't see any reason that the vanilla RT > would ever do that. It doesn't make sense and I can't think of any > configuration settings that would do it either. The only thing I can > think of is some scrip that is doing it. > > Kenn > LBNL > > On 2/18/2010 9:49 PM, softouch wrote: > > > > Dear Ken, > > > > lets assume that i have user A,B,C,D in my RT. > > > > > > When User A is creating a ticket in the queue and making some one owner > of > > Ticket out of RT Members, > > after ticket creation RT is showing Two Requester for this Ticket. > > > > One is User A who actually created the Ticket. > > Second randomly from B,C,D. > > > > i am unable to understand that why and when second requester is inserted > > inside the ticket. now when ever some correspondence is made with > Requester > > , RT is sending Email to Two Requester. > > > > > > Hope i have explained my problem more precisely. > > > > Thanks, > > > > R i Z > > > > > > > > Ken Crocker wrote: > > > >> Softouch, > >> > >> Your question is a bit vague. Are you having a problem segregating > >> notifications? A problems distinguishing the difference between a ticket > >> "Creator" and a Ticket "Requestor"? > >> There are several relationships a user can have with a ticket. At the > >> "Queue" level, they can be a watcher (either AdminCc or Cc). That > >> implies that they want whatever notifications you set to go out for ALL > >> tickets in that Queue. Then there are the "Ticket" watchers, which > >> includes AdminCc, Cc, Owners (of which there can ONLY be one per ticket) > >> and Requestors (of which there can be MANY per ticket). These watchers > >> are called "Roles" which are basically "Psuedo" groups. The can have > >> rights just like "User-defined" groups for a particular Queue and even > >> globally. A "Creator" is neither a role or psuedo group of any kind and > >> therefore /cannot have any rights/.nor be a /selected recipient of a > >> notification/. A Ticket "Creator" is merely a ticket level field that > >> retains the ID number of the user that /actually created/ (Via email or > >> WebUI) the ticket and this user can be a different user than the Owner > >> OR Requestor(s). You can display this persons User Name/Email address in > >> any Query, however. > >> Please define more succinctly exactly what your problem is and I'll try > >> to help. > >> > >> Kenn > >> LBNL > >> > >> On 2/18/2010 4:15 AM, softouch wrote: > >> > >>> Hello. whenever my RT users are creating ticket in some queue, ticket > >>> is created by two owners. one who is actually creating the ticket and > >>> other it selects randomly between different RT Admins. please help me > >>> to sort out the reason of this issue. R i Z. > >>> > ------------------------------------------------------------------------ > >>> View this message in context: Pls urgent help about double requestors > >>> for each new ticket > >>> < > http://old.nabble.com/Pls-urgent-help-about-double-requestors-for-each-new-ticket-tp27637404p27637404.html > > > >>> Sent from the Request Tracker - User mailing list archive > >>> at > Nabble.com. > >>> > ------------------------------------------------------------------------ > >>> > >>> _______________________________________________ > >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >>> > >>> Community help: http://wiki.bestpractical.com > >>> Commercial support: sales at bestpractical.com > >>> > >>> 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 > >>> > >> _______________________________________________ > >> 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 > >> > >> > > > > > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: > http://lists.bestpractical.com/pipermail/rt-users/attachments/20100219/cfdb6683/attachment-0001.htm > > ------------------------------ > > Message: 2 > Date: Fri, 19 Feb 2010 10:31:36 -0500 > From: Kevin Falcone > Subject: Re: [rt-users] Creating one Article in more than one class > To: rt-users at lists.bestpractical.com > Message-ID: <20100219153136.GC737 at jibsheet.com> > Content-Type: text/plain; charset="us-ascii" > > On Fri, Feb 19, 2010 at 12:53:09PM -0200, Fernanda Martins wrote: > > Can I create one article in more than one class on RTFM? > > No, think of a Class like a Queue. One Class per Article, one Queue > per Ticket. > > You want global topics I suspect. > > -kevin > -------------- next part -------------- > A non-text attachment was scrubbed... > Name: not available > Type: application/pgp-signature > Size: 195 bytes > Desc: not available > Url : > http://lists.bestpractical.com/pipermail/rt-users/attachments/20100219/2f86b8e4/attachment-0001.pgp > > ------------------------------ > > Message: 3 > Date: Fri, 19 Feb 2010 10:31:05 -0500 > From: Kevin Falcone > Subject: Re: [rt-users] Wiki Add-on for RTFM > To: rt-users at lists.bestpractical.com > Message-ID: <20100219153105.GB737 at jibsheet.com> > Content-Type: text/plain; charset="us-ascii" > > On Fri, Feb 19, 2010 at 12:46:32PM -0200, Fernanda Martins wrote: > > See... but that don't solve my problem. > > > > What I want is the text format like in [1]wikipedia.com with gray > boxes, and index in my > > article to each topic.. that kind of stuff. > > > > If I just create a Custom Field I will only creating boxes, but not > coloring it, not change my > > letter fonts etc etc etc...... > > RT is not a wiki. I can't tell if you want to let people browse > articles in RTFM (which they can do from RTFM -> Articles, organized > by class and topic) or if you want something entirely different. > > -kevin > -------------- next part -------------- > A non-text attachment was scrubbed... > Name: not available > Type: application/pgp-signature > Size: 195 bytes > Desc: not available > Url : > http://lists.bestpractical.com/pipermail/rt-users/attachments/20100219/8a347153/attachment-0001.pgp > > ------------------------------ > > Message: 4 > Date: Fri, 19 Feb 2010 10:31:53 -0800 > From: "Michael Neuschafer" > Subject: [rt-users] RT Apache memory leak. any examples of MPM > settings? > To: > Message-ID: > <323E0713A7B4BB448FE88038747ABBAC05765304 at hqsvr03.nationalmail> > Content-Type: text/plain; charset="us-ascii" > > My request tracker apache has been eating up memory. I think there is a > memory leak. Below is my prefork MPM and Worker MPM what setting do you > recommend? > > > > > > # prefork MPM > > # StartServers: number of server processes to start > > # MinSpareServers: minimum number of server processes which are kept > spare > > # MaxSpareServers: maximum number of server processes which are kept > spare > > # MaxClients: maximum number of server processes allowed to start > > # MaxRequestsPerChild: maximum number of requests a server process > serves > > > > StartServers 2 > > MinSpareServers 2 > > MaxSpareServers 3 > > MaxClients 50 > > MaxRequestsPerChild 1000 > > > > > > # worker MPM > > # StartServers: initial number of server processes to start > > # MaxClients: maximum number of simultaneous client connections > > # MinSpareThreads: minimum number of worker threads which are kept spare > > # MaxSpareThreads: maximum number of worker threads which are kept spare > > # ThreadsPerChild: constant number of worker threads in each server > process > > # MaxRequestsPerChild: maximum number of requests a server process > serves > > > > StartServers 2 > > ThreadLimit 64 > > > > > > # event MPM > > # StartServers: initial number of server processes to start > > # MaxClients: maximum number of simultaneous client connections > > # MinSpareThreads: minimum number of worker threads which are kept spare > > # MaxSpareThreads: maximum number of worker threads which are kept spare > > # ThreadsPerChild: constant number of worker threads in each server > process > > # MaxRequestsPerChild: maximum number of requests a server process > serves > > > > StartServers 2 > > MaxClients 50 > > MinSpareThreads 25 > > MaxSpareThreads 100 > > ThreadLimit 64 > > ThreadsPerChild 25 > > MaxRequestsPerChild 1500 > > > > > > Michael Neuschafer > > PC Support Specialist > > National Stores Inc. > > (310) 436 - 2150 > > > > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: > http://lists.bestpractical.com/pipermail/rt-users/attachments/20100219/be6aaad1/attachment.htm > > ------------------------------ > > _______________________________________________ > RT-Users mailing list > RT-Users at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > End of RT-Users Digest, Vol 71, Issue 47 > **************************************** > -------------- next part -------------- An HTML attachment was scrubbed... URL: From eje at panix.com Fri Feb 19 14:41:16 2010 From: eje at panix.com (Eleanor J. Evans [Panix Staff]) Date: Fri, 19 Feb 2010 14:41:16 -0500 Subject: [rt-users] forward ticket & transaction system record Message-ID: <20100219194116.GA25668@panix.com> RT doesn't seem to record forwards of tickets & transactions. Am I just missing something, or do I need to add it? -- Eleanor J. (Piglet) Evans, eje at panix.com Customer Support, (212) 741-4400 From n.chrysandreas at albourne.com Mon Feb 22 01:39:23 2010 From: n.chrysandreas at albourne.com (n.chrysandreas at albourne.com) Date: Mon, 22 Feb 2010 06:39:23 +0000 (GMT) Subject: [rt-users] Auto replies create tickets In-Reply-To: <695760328.325861266820708191.JavaMail.root@mail-nic-00.intern.albourne.com> Message-ID: <1745697971.325881266820763967.JavaMail.root@mail-nic-00.intern.albourne.com> Hi all, I need some feedback on this before I push any changes out to our live system. I need to fix this relatively soon as I have 10-12 tickets created from auto replies every day. I would appreciate any thoughts as it would be very helpful for me. Thanks again Nik ----- "n chrysandreas" wrote: > Hi all, > > We have an application that generates messages and sends them to our > users. > Our mail system is configures so that anyone that replies to these > emails, a ticket is created in one of our queues. > > My problem is that auto replies (ie. out of office messages) are > creating tickets. > I've found a function in ../lib/RT/Interface/Email.pm that is checking > the headers of the emails but the value returned from the function is > always the same (as I understand from my limited perl skills). > > sub CheckForAutoGenerated { > my $head = shift; > > my $Precedence = $head->get("Precedence") || ""; > if ( $Precedence =~ /^(bulk|junk)/i ) { > return (1); > } > > # Per RFC3834, any Auto-Submitted header which is not "no" means > # it is auto-generated. > my $AutoSubmitted = $head->get("Auto-Submitted") || ""; > if ( length $AutoSubmitted and $AutoSubmitted ne "no" ) { > return (1); > } > > # First Class mailer uses this as a clue. > my $FCJunk = $head->get("X-FC-Machinegenerated") || ""; > if ( $FCJunk =~ /^true/i ) { > return (1); > } > > return (0); > } > > > Does the above function always return "0"? If so, is this correct? I > modified the function on my test system so that if one of the > conditions are met the returned value is "1" and it seems that RT is > now filtering out any auto replies. > Am I missing something here, maybe a dependency? Is the function above > right? > > The strange thing I noticed is that if RT sends an email (ie. from a > ticket comment/reply) and it gets an auto reply, then it is filtered > by the system and the auto reply does not get recorded in any ticket > or even create a new one. > From lem at itverx.com.ve Mon Feb 22 06:30:05 2010 From: lem at itverx.com.ve (Luis E. =?ISO-8859-1?Q?Mu=F1oz?=) Date: Mon, 22 Feb 2010 07:00:05 -0430 Subject: [rt-users] Auto replies create tickets In-Reply-To: <1745697971.325881266820763967.JavaMail.root@mail-nic-00.intern.albourne.com> References: <1745697971.325881266820763967.JavaMail.root@mail-nic-00.intern.albourne.com> Message-ID: <1266838205.6218.7.camel@maclem-ether.ius.cc> On Mon, 2010-02-22 at 06:39 +0000, n.chrysandreas at albourne.com wrote: > Hi all, > > I need some feedback on this before I push any changes out to our live system. > I need to fix this relatively soon as I have 10-12 tickets created from auto replies every day. > I would appreciate any thoughts as it would be very helpful for me. > [...] > ----- "n chrysandreas" wrote: > > > I've found a function in ../lib/RT/Interface/Email.pm that is checking > > the headers of the emails but the value returned from the function is > > always the same (as I understand from my limited perl skills). > > [...] > > Does the above function always return "0"? [...] No. The function returns 1 when it matches a header that is known to mark some kind of auto-generated message. Now, I have observed that there are automated messages that don't trigger the rule, but never enough to have me actually go up and improve the function to catch those. Looks like you're luckier than me. Start by isolating a few samples of those auto-reply messages that are indeed showing up in your queues and possibly put them somewhere where people in the list can take a look at them (including the headers, of course). Then post the URL here. Regards. -lem From Mike.Johnson at NorMed.ca Mon Feb 22 09:29:03 2010 From: Mike.Johnson at NorMed.ca (Mike Johnson) Date: Mon, 22 Feb 2010 09:29:03 -0500 Subject: [rt-users] RT Slowdown showing correspondence form Message-ID: <4B824F11.4EF5.001E.0@NorMed.ca> Greetings all, Recently I've noticed a significant slowdown is the correspondence form when clicking comments or reply. The spot that takes a while is the bottom portion of the screen that shows who RT is going to communicate with through scrips. I don't recall any scrips being added lately, but it takes about 2-4 seconds to finish loading the screen. It's more of an annoyance, but why it's causing headaches is that if someone starts to type in the form, and hits spacebar, it reloads the page ... it took me a little while to realize that it was the page taking a while to load that was causing this... Anyone have any thoughts as to why that bottom portion of the page takes longer than usual to load? Thanks! Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.johnson at normed.ca Technology assistance: email nosmhelpdesk at normed.ca Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: Off campus toll free 1 (800) 461-8777, option 8, or locally either (705) 662-7120 or (807) 766-7500 From polloxx at gmail.com Mon Feb 22 09:25:33 2010 From: polloxx at gmail.com (polloxx) Date: Mon, 22 Feb 2010 15:25:33 +0100 Subject: [rt-users] Move tickets to Queue Message-ID: Dear, As I'm new to RT I'm trying to setup a system for our needs. We want a queue for each customer. Tickets are created by email. So I want to test this with my own gmail address: I've created a queue called 'Gmail'. In the General queue I've created a Scrip: Condition: On Create Action: User defined Template: Global template: Blank Stage: TransactionCreate Custom action cleanup code: if ($self->TicketObj->RequestorAddresses =~ /polloxx\@gmail\.com/){ $self->TicketObj->SetQueue("Gmail"); return(1); } return(undef); So a new created ticket should move from the 'General' to the 'Gmail' queue but it doesn't. What am I doing wrong? Thx, P. From rt-users at jjussi.com Mon Feb 22 09:40:43 2010 From: rt-users at jjussi.com (JJussi) Date: Mon, 22 Feb 2010 16:40:43 +0200 Subject: [rt-users] Move tickets to Queue In-Reply-To: References: Message-ID: <201002221640.43822.rt-users@jjussi.com> Hi! Why you don't create "gmail" -queue email alias? /etc/aliases ============ gmail: |/opt/rt3/bin/rt-mailgate --queue 'gmail' --action correspond --url http://support.company.com/" so when customer sends email to address gmail at company.com, it goes automaticly to gmail -queue! On Monday, 22. Februaryta 2010 16:25:33 polloxx wrote: > Dear, > > As I'm new to RT I'm trying to setup a system for our needs. > We want a queue for each customer. Tickets are created by email. > So I want to test this with my own gmail address: > > I've created a queue called 'Gmail'. > > In the General queue I've created a Scrip: > > Condition: On Create > Action: User defined > Template: Global template: Blank > Stage: TransactionCreate > > Custom action cleanup code: > > if ($self->TicketObj->RequestorAddresses =~ /polloxx\@gmail\.com/){ > $self->TicketObj->SetQueue("Gmail"); > return(1); > } > > return(undef); > > So a new created ticket should move from the 'General' to the 'Gmail' > queue but it doesn't. What am I doing wrong? > > Thx, > P. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- JJussi From polloxx at gmail.com Mon Feb 22 09:53:01 2010 From: polloxx at gmail.com (polloxx) Date: Mon, 22 Feb 2010 15:53:01 +0100 Subject: [rt-users] Move tickets to Queue In-Reply-To: <201002221640.43822.rt-users@jjussi.com> References: <201002221640.43822.rt-users@jjussi.com> Message-ID: We only want one helpdesk address to send to. Depending on the from address tickets should go to the appropriate queue. On Mon, Feb 22, 2010 at 3:40 PM, JJussi wrote: > Hi! > Why you don't create "gmail" -queue email alias? > /etc/aliases > ============ > gmail: |/opt/rt3/bin/rt-mailgate --queue 'gmail' --action correspond --url > http://support.company.com/" > > so when customer sends email to address gmail at company.com, it goes automaticly > to gmail -queue! > > On Monday, 22. Februaryta 2010 16:25:33 polloxx wrote: > >> Dear, >> >> As I'm new to RT I'm trying to setup a system for our needs. >> We want a queue for each customer. Tickets are created by email. >> So I want to test this with my own gmail address: >> >> I've created a queue called 'Gmail'. >> >> In the General queue I've created a Scrip: >> >> Condition: On Create >> Action: User defined >> Template: Global template: Blank >> Stage: TransactionCreate >> >> Custom action cleanup code: >> >> if ($self->TicketObj->RequestorAddresses =~ /polloxx\@gmail\.com/){ >> ? $self->TicketObj->SetQueue("Gmail"); >> ? return(1); >> } >> >> return(undef); >> >> So a new created ticket should move from the 'General' to the 'Gmail' >> queue but it doesn't. What am I doing wrong? >> >> Thx, >> P. >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> 2010 RT Training Sessions! >> San Francisco, CA, USA - Feb 22 & 23 >> Dublin, Ireland - Mar 15 & 16 >> Boston, MA, USA - April 5 & 6 >> Washington DC, USA - Oct 25 & 26 >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > -- > JJussi > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 2010 RT Training Sessions! > San Francisco, CA, USA - Feb 22 & 23 > Dublin, Ireland - Mar 15 & 16 > Boston, MA, USA - April 5 & 6 > Washington DC, USA - Oct 25 & 26 > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From falcone at bestpractical.com Mon Feb 22 09:57:37 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 22 Feb 2010 09:57:37 -0500 Subject: [rt-users] Move tickets to Queue In-Reply-To: References: Message-ID: <20100222145737.GD737@jibsheet.com> On Mon, Feb 22, 2010 at 03:25:33PM +0100, polloxx wrote: > if ($self->TicketObj->RequestorAddresses =~ /polloxx\@gmail\.com/){ > $self->TicketObj->SetQueue("Gmail"); > return(1); > } What happens when you check the return values of SetQueue? You'll get two values, a $value and a $msg if $value is 0, the $msg will contain the error. You may also need to make your scrip TransactionBatch, but you should always check return values. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From n.chrysandreas at albourne.com Mon Feb 22 10:08:39 2010 From: n.chrysandreas at albourne.com (n.chrysandreas at albourne.com) Date: Mon, 22 Feb 2010 15:08:39 +0000 (GMT) Subject: [rt-users] Auto replies create tickets In-Reply-To: <556307713.328941266850316803.JavaMail.root@mail-nic-00.intern.albourne.com> Message-ID: <818623594.329231266851319362.JavaMail.root@mail-nic-00.intern.albourne.com> Hi Lem, Thanks for the reply. The headers of the auto reply emails that pass through to RT are as below --------------------- Received: XXXXXXX Received: YYYYYYY Received: ZZZZZZZ MIME-Version: 1.0 Subject: Re: SOME TITLE In-Reply-To: <78e4706e7c8637f1c0db00ad4003559f at mydomain.com> Date: Wed, 17 Feb 2010 09:08:04 +0000 (GMT) Auto-Submitted: auto-replied (zimbra; vacation) Precedence: bulk Content-Type: text/plain; charset=utf-8 X-Virus-Scanned: amavisd-new at server.mydomain.com Message-ID: <464307537.2782761266397684254.JavaMail.root at server> To: theQUEUE at mydomain.com Content-Transfer-Encoding: 7bit From: USER X-RT-Original-Encoding: utf-8 RT-Squelch-Replies-To: USER at mydomain.com RT-DetectedAutoGenerated: true Content-Length: 196 [Message body] ----------------------------- Why would the function not detect -Precedence: bulk -Auto-Submitted: auto-replied in the header? Thanks Nik From kfcrocker at lbl.gov Mon Feb 22 14:19:20 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Mon, 22 Feb 2010 11:19:20 -0800 Subject: [rt-users] Email creates defaults requestor to owner Message-ID: <4B82D8B8.2010402@lbl.gov> To list, I'm finding that when I create a ticket in RT via Email, it defaults the owner to the requestor. Is that standard? can I change that behavior? Thanks. Kenn LBNL From es at compuvo.com Mon Feb 22 15:00:29 2010 From: es at compuvo.com (edschuyler) Date: Mon, 22 Feb 2010 12:00:29 -0800 (PST) Subject: [rt-users] RT 3.8 VMware Appliance? In-Reply-To: <26779968.post@talk.nabble.com> References: <4D0CC20035E9408899AB1386B8911CCE@oxfhqit> <26779968.post@talk.nabble.com> Message-ID: <27693423.post@talk.nabble.com> Actually here: http://www.groundtactics.com/wordpress/?page_id=3&forumaction=showposts&forum=2&thread=8&start=0 edschuyler wrote: > > Try here: > > http://www.groundtactics.com/wordpress/?page_id=3&forumaction=doeditpost&forum=2&thread=8&start=0&forumpost=16 > -- View this message in context: http://old.nabble.com/RT-3.8-VMware-Appliance--tp26714791p27693423.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From es at compuvo.com Mon Feb 22 15:01:01 2010 From: es at compuvo.com (edschuyler) Date: Mon, 22 Feb 2010 12:01:01 -0800 (PST) Subject: [rt-users] RT 3.8 VMware Appliance? Message-ID: <27693423.post@talk.nabble.com> Try here: http://www.groundtactics.com/wordpress/?page_id=3&forumaction=showposts&forum=2&thread=8&start=0 -- View this message in context: http://old.nabble.com/RT-3.8-VMware-Appliance--tp26714791p27693423.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jrummel at imapp.com Mon Feb 22 16:14:16 2010 From: jrummel at imapp.com (Jonathan Rummel) Date: Mon, 22 Feb 2010 13:14:16 -0800 (PST) Subject: [rt-users] Counting how many options selected in a Select Multiple CF Message-ID: <27694575.post@talk.nabble.com> Hi all, I want to write a custom condition that checks how many options were selected in a "Select multiple values" custom field (this CF applies to Tickets). Is this possible? Does anyone know how to do this? Thanks! Jonathan -- View this message in context: http://old.nabble.com/Counting-how-many-options-selected-in-a-Select-Multiple-CF-tp27694575p27694575.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jpierce at cambridgeenergyalliance.org Mon Feb 22 16:30:47 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 22 Feb 2010 16:30:47 -0500 Subject: [rt-users] Move tickets to Queue In-Reply-To: References: Message-ID: > As I'm new to RT I'm trying to setup a system for our needs. > We want a queue for each customer. Tickets are created by email. You may want to rethink this, as it seems like a really bad idea. It could potentially make the system extremely unwieldy due to the number of queues, and potential difficulty managing ACLs or templates? You do know that messages automatically get threaded right? And that the system is searchable? (with RTx::From you need only type from:polloxx to get to a list of all of your tickets) Also, RT automagically links to several other tickets from a requestor in the ticket display? From bh at greentube.com Mon Feb 22 19:19:32 2010 From: bh at greentube.com (Bernhard) Date: Tue, 23 Feb 2010 01:19:32 +0100 Subject: [rt-users] error after upgrade from 3.8.4 to 3.8.7 Message-ID: <4B831F14.7040507@greentube.com> Hi, after upgrading from 3.8.4 to 3.8.7 rt3 won't show up, get this error in the lighttpd error log: 2010-02-23 01:13:43: (mod_fastcgi.c.2618) FastCGI-stderr: Can't call method "interp" on an undefined value at /usr/share/rt3/mason_lighttpd_handler.fcgi line 83. Can't call method "interp" on an undefined value at /usr/share/rt3/mason_lighttpd_handler.fcgi line 83. Ideas, anyone? Thanks a lot Bernhard -------------- next part -------------- An HTML attachment was scrubbed... URL: From bjd-dev at simplicity.net Mon Feb 22 20:08:24 2010 From: bjd-dev at simplicity.net (Brian D) Date: Mon, 22 Feb 2010 20:08:24 -0500 Subject: [rt-users] Auto replies create tickets In-Reply-To: References: <556307713.328941266850316803.JavaMail.root@mail-nic-00.intern.albourne.com> <818623594.329231266851319362.JavaMail.root@mail-nic-00.intern.albourne.com> Message-ID: I am not near a pc at the moment to check on this again, but I recall when I had looked at this same issue, I found that where CheckForAutoGenerated was called from was not always reacting how you'd expect. We ended up pre-filtering auto gen email in postfix... just had to be careful not to filter rt's own autoresponses :) You can see on your headers that rt added an RT-DetectedAutoGenerated header, but still accepted it... So I'd look at that other code. On Feb 22, 2010 10:10 AM, wrote: Hi Lem, Thanks for the reply. The headers of the auto reply emails that pass through to RT are as below --------------------- Received: XXXXXXX Received: YYYYYYY Received: ZZZZZZZ MIME-Version: 1.0 Subject: Re: SOME TITLE In-Reply-To: <78e4706e7c8637f1c0db00ad4003559f at mydomain.com> Date: Wed, 17 Feb 2010 09:08:04 +0000 (GMT) Auto-Submitted: auto-replied (zimbra; vacation) Precedence: bulk Content-Type: text/plain; charset=utf-8 X-Virus-Scanned: amavisd-new at server.mydomain.com Message-ID: <464307537.2782761266397684254.JavaMail.root at server> To: theQUEUE at mydomain.com Content-Transfer-Encoding: 7bit From: USER X-RT-Original-Encoding: utf-8 RT-Squelch-Replies-To: USER at mydomain.com RT-DetectedAutoGenerated: true Content-Length: 196 [Message body] ----------------------------- Why would the function not detect -Precedence: bulk -Auto-Submitted: auto-replied in the header? Thanks Nik _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listi... -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at theherrs.net Mon Feb 22 20:29:56 2010 From: todd at theherrs.net (Todd Herr) Date: Mon, 22 Feb 2010 20:29:56 -0500 Subject: [rt-users] Vexed by Permission Denied In-Reply-To: <4B7BEBC9.4040909@theherrs.net> References: <4B7B3B93.2000804@theherrs.net> <4B7BEBC9.4040909@theherrs.net> Message-ID: <4B832F94.8040907@theherrs.net> On 02/17/2010 08:14 AM, Todd Herr wrote: > On 02/17/2010 04:17 AM, Simon Dray wrote: >> Todd >> >> You may find that you need to add modify ticket either at user or group level >> > > Thanks, Simon. > > I'll give that a whirl and do some more digging to see if I can determine a > pattern to the behavior, which occurs on email replies to tickets (i.e., closed > vice open; requestor vice cc vice other, etc.) > Just to follow up here... While I didn't see any noticeable pattern to the issue, other than the fact that all affected tickets were in Queue B, adding ModifyTicket rights to the roles in question seems to have made the problem go away. Thanks again for all on-list and off-list responses. -- Todd Herr From jpierce at cambridgeenergyalliance.org Mon Feb 22 21:31:22 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 22 Feb 2010 21:31:22 -0500 Subject: [rt-users] Move tickets to Queue In-Reply-To: References: Message-ID: On Mon, Feb 22, 2010 at 16:30, Jerrad Pierce wrote: >> As I'm new to RT I'm trying to setup a system for our needs. >> We want a queue for each customer. Tickets are created by email. However, if you really want to do this, and assuming you have a relatively fixed set of requestors/queues, the easiest way to handle this would be running rt-mailgate with --extension=queue; of course, your current method of scrips permits you to programatically create a morasse of queues. -- Cambridge Energy Alliance: Save money. Save the planet. From polloxx at gmail.com Tue Feb 23 08:16:42 2010 From: polloxx at gmail.com (polloxx) Date: Tue, 23 Feb 2010 14:16:42 +0100 Subject: [rt-users] Move tickets to Queue In-Reply-To: References: Message-ID: Thanks for all your suggestions. How can I do this using Scrips, so without the need to go to /etc/aliases? @Kevin: How do I check the return value of Setqueue? @Jerrad: We only have a limited number of customers and needed queues. On Tue, Feb 23, 2010 at 3:31 AM, Jerrad Pierce wrote: > On Mon, Feb 22, 2010 at 16:30, Jerrad Pierce > wrote: >>> As I'm new to RT I'm trying to setup a system for our needs. >>> We want a queue for each customer. Tickets are created by email. > > However, if you really want to do this, and assuming you > have a relatively fixed set of requestors/queues, the easiest way to > handle this would be running rt-mailgate > with --extension=queue; of course, your current method of scrips > permits you to programatically create a > morasse of queues. > > -- > Cambridge Energy Alliance: Save money. Save the planet. > From Richard at widexs.nl Tue Feb 23 08:19:57 2010 From: Richard at widexs.nl (Richard Pijnenburg) Date: Tue, 23 Feb 2010 14:19:57 +0100 Subject: [rt-users] Single SignOn Message-ID: <87458E9581E41E4F8FFD606200740856049CFBDD@mail01.widexs.local> Dear list, I'm wondering if there is a possibility for single signon based on a webservice. ( soap calls ) I have found a module, RT-Authen-ExternalAuth, but that one can only do Cookie/Ldap/Mysql. With kind regards, Richard Pijnenburg -------------- next part -------------- An HTML attachment was scrubbed... URL: From Avenger1 at atlas.sk Tue Feb 23 08:36:00 2010 From: Avenger1 at atlas.sk (Miroslav Horvath) Date: Tue, 23 Feb 2010 05:36:00 -0800 (PST) Subject: [rt-users] RT-Send-CC - mail is lost Message-ID: <27703389.post@talk.nabble.com> Hello We found one thing which we don/t know what to do. In RT 3.8.4. we have 10 different queues, where each queue has different email address. We found a problem, that when someone in one queue resolves the ticket, and put into One time CC email address of another RT queue, the mail is sent out, but is not created in that 2nd queue as new ticket. It seems it's lost or so. Normally, RT works like, that when it founds in subject some ticket ID, it adds this email to that ticket. Is there some way, that when someone closed ticket in one queue, and put into One Time CC email address of another queue, the new ticket will be created in that queue and not added into original ticket according to subject. But, we still want to keep the option, that when someone replies to some ticket, within same Queue (same email address of that queue) the email will be put into this ticket. Example: Queue 1 has email address billing at zse.sk Queue 2 has email address outboundcckont at zse.sk In queue1 agent resolved the ticket, and put into One time CC the email address of queue2. Normally, it sends out email with subject together with original ticket ID. We expect, that in the queue2 new ticket will be created. But nothing happen. No new ticket in queue2 or, original ticket is not updated with this comment (based on ticketID). When some normal user replies to some email from RT, it pastes his email to the ticket, so the Reply funcionality works. But the way between 2 queues within RT seems difficult. http://old.nabble.com/file/p27703389/Snap8.jpg Snap8.jpg Configuration of our RT. http://old.nabble.com/file/p27703389/Configuration%255B1%255D.html Configuration%5B1%5D.html -- View this message in context: http://old.nabble.com/RT-Send-CC---mail-is-lost-tp27703389p27703389.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Avenger1 at atlas.sk Tue Feb 23 08:37:39 2010 From: Avenger1 at atlas.sk (Miroslav Horvath) Date: Tue, 23 Feb 2010 05:37:39 -0800 (PST) Subject: [rt-users] RT-Send-CC - mail is lost Message-ID: <27703389.post@talk.nabble.com> Hello We found one thing which we don/t know what to do. In RT 3.8.4. we have 10 different queues, where each queue has different email address. We found a problem, that when someone in one queue resolves the ticket, and put into One time CC email address of another RT queue, the mail is sent out, but is not created in that 2nd queue as new ticket. It seems it's lost or so. Normally, RT works like, that when it founds in subject some ticket ID, it adds this email to that ticket. Is there some way, that when someone closes ticket in one queue, and put into One Time CC email address of another queue, the new ticket will be created in that queue and not added into original ticket according to subject. But, we still want to keep the option, that when someone replies to some ticket, within same Queue (same email address of that queue) the email will be put into this ticket. Example: Queue 1 has email address billing at zse.sk Queue 2 has email address outboundcckont at zse.sk In queue1 agent resolved the ticket, and put into One time CC the email address of queue2. Normally, it sends out email with subject together with original ticket ID. We expect, that in the queue2 new ticket will be created. But nothing happen. No new ticket in queue2 or, original ticket is not updated with this comment (based on ticketID). When some normal user replies to some email from RT, it pastes his email to the ticket, so the Reply funcionality works. But the way between 2 queues within RT seems difficult. http://old.nabble.com/file/p27703389/Snap8.jpg Snap8.jpg Configuration of our RT. http://old.nabble.com/file/p27703389/Configuration%255B1%255D.html Configuration%5B1%5D.html -- View this message in context: http://old.nabble.com/RT-Send-CC---mail-is-lost-tp27703389p27703389.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From c_apotla at qualcomm.com Tue Feb 23 08:41:49 2010 From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel) Date: Tue, 23 Feb 2010 05:41:49 -0800 Subject: [rt-users] FW: Delete User accounts through a perl script In-Reply-To: References: Message-ID: Hi, Even on CLI : ./rt-shredder --plugin 'Objects=User,39236' Is taking forever. It has been running for quite sometime till now. -Ashish ________________________________ From: Potla, Ashish Bassaliel Sent: Tuesday, February 23, 2010 6:30 PM To: rt-users at lists.bestpractical.com Subject: Delete User accounts through a perl script Hello I consistently keep getting this error : Couldn't wipeout object: at /opt/prj/rt/rt3/local/lib/RTx/Shredder.pm line 427. At the end of this mail is my subroutine - If I change the Wipeout to WipeoutAll , it just takes on forever at that statement. Let me know if you have any other logic to delete user accounts from a perl script. Please Help, Thanks -Ashish sub delete_user { # Grab the user id my $id = shift; # Form an RT::User object string for the user my $object_string = 'RT::User-' . $id; # Create a single item array with the object string my @users_to_delete = ($object_string); # Create a shredder object and pass it the array my $shredder = new RTx::Shredder( force => 1 ); $shredder->PutObjects( Objects => \@users_to_delete ); # Shred the user eval { $shredder->Wipeout }; if ( $@ ) { return (-1, "Failed to delete user with id '$id': $@"); } return (1, "User with id '$id' deleted successfully.\n"); } -------------- next part -------------- An HTML attachment was scrubbed... URL: From c_apotla at qualcomm.com Tue Feb 23 08:41:49 2010 From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel) Date: Tue, 23 Feb 2010 05:41:49 -0800 Subject: [rt-users] FW: Delete User accounts through a perl script In-Reply-To: References: Message-ID: Hi, Even on CLI : ./rt-shredder --plugin 'Objects=User,39236' Is taking forever. It has been running for quite sometime till now. -Ashish ________________________________ From: Potla, Ashish Bassaliel Sent: Tuesday, February 23, 2010 6:30 PM To: rt-users at lists.bestpractical.com Subject: Delete User accounts through a perl script Hello I consistently keep getting this error : Couldn't wipeout object: at /opt/prj/rt/rt3/local/lib/RTx/Shredder.pm line 427. At the end of this mail is my subroutine - If I change the Wipeout to WipeoutAll , it just takes on forever at that statement. Let me know if you have any other logic to delete user accounts from a perl script. Please Help, Thanks -Ashish sub delete_user { # Grab the user id my $id = shift; # Form an RT::User object string for the user my $object_string = 'RT::User-' . $id; # Create a single item array with the object string my @users_to_delete = ($object_string); # Create a shredder object and pass it the array my $shredder = new RTx::Shredder( force => 1 ); $shredder->PutObjects( Objects => \@users_to_delete ); # Shred the user eval { $shredder->Wipeout }; if ( $@ ) { return (-1, "Failed to delete user with id '$id': $@"); } return (1, "User with id '$id' deleted successfully.\n"); } -------------- next part -------------- An HTML attachment was scrubbed... URL: From martin at proxmox.com Tue Feb 23 05:23:57 2010 From: martin at proxmox.com (Martin Maurer) Date: Tue, 23 Feb 2010 11:23:57 +0100 Subject: [rt-users] RT Virtual Appliance 3.8.7 for Proxmox VE (OpenVZ based) - Updated Message-ID: <90D306BE6EBC8D428A824FBBA7A3113D06B06DB0BE@ronja.maurer-it.com> Hi all, We updated to our RT Appliance to 3.8.7, based on Debian Squeeze. All details can be found here. http://wiki.bestpractical.com/view/Proxmox_VE_RT_Appliance We will collect bug reports and suggestions for configuration improvements and we will update the appliance regularly. Best Regards, Martin Maurer martin at proxmox.com http://www.proxmox.com ____________________________________________________________________ Proxmox Server Solutions GmbH Kohlgasse 51/10, 1050 Vienna, Austria Phone: +43 1 545 4497 11 Fax: +43 1 545 4497 22 Commercial register no.: FN 258879 f Registration office: Handelsgericht Wien From c_apotla at qualcomm.com Tue Feb 23 08:00:48 2010 From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel) Date: Tue, 23 Feb 2010 05:00:48 -0800 Subject: [rt-users] Delete User accounts through a perl script Message-ID: Hello I consistently keep getting this error : Couldn't wipeout object: at /opt/prj/rt/rt3/local/lib/RTx/Shredder.pm line 427. At the end of this mail is my subroutine - If I change the Wipeout to WipeoutAll , it just takes on forever at that statement. Let me know if you have any other logic to delete user accounts from a perl script. Please Help, Thanks -Ashish sub delete_user { # Grab the user id my $id = shift; # Form an RT::User object string for the user my $object_string = 'RT::User-' . $id; # Create a single item array with the object string my @users_to_delete = ($object_string); # Create a shredder object and pass it the array my $shredder = new RTx::Shredder( force => 1 ); $shredder->PutObjects( Objects => \@users_to_delete ); # Shred the user eval { $shredder->Wipeout }; if ( $@ ) { return (-1, "Failed to delete user with id '$id': $@"); } return (1, "User with id '$id' deleted successfully.\n"); } -------------- next part -------------- An HTML attachment was scrubbed... URL: From n.chrysandreas at albourne.com Tue Feb 23 09:25:29 2010 From: n.chrysandreas at albourne.com (Nikolas Chrysandreas) Date: Tue, 23 Feb 2010 14:25:29 +0000 (GMT) Subject: [rt-users] Auto replies create tickets In-Reply-To: Message-ID: <1700894618.332861266935129543.JavaMail.root@mail-nic-00.intern.albourne.com> Hi Brian, > You can see on your headers that rt added an RT-DetectedAutoGenerated > header, but still accepted it... So I'd look at that other code. I've been looking to find the code that is responsible for this but can't find it. Can you please point out the modules that are responsible for this so I can investigate? Thanks Nik From rt-users at jjussi.com Tue Feb 23 09:38:09 2010 From: rt-users at jjussi.com (JJussi) Date: Tue, 23 Feb 2010 16:38:09 +0200 Subject: [rt-users] Move tickets to Queue In-Reply-To: References: Message-ID: <201002231638.09442.rt-users@jjussi.com> How about your own version of 'rt-mailgate'. Take existing rt-mailgate and add little bit code in it what selects right queue base on sender address. Then you just need that one /etc/aliases line: support:"|my-rt-mailgate --action comment --url http://domain.com/" This is not what you have asked, but better choose right queue outside RT than inside. On Tuesday, 23. Februaryta 2010 15:16:42 polloxx wrote: > Thanks for all your suggestions. > How can I do this using Scrips, so without the need to go to /etc/aliases? > > @Kevin: How do I check the return value of Setqueue? > @Jerrad: We only have a limited number of customers and needed queues. > > > On Tue, Feb 23, 2010 at 3:31 AM, Jerrad Pierce > > wrote: > > On Mon, Feb 22, 2010 at 16:30, Jerrad Pierce > > > > wrote: > >>> As I'm new to RT I'm trying to setup a system for our needs. > >>> We want a queue for each customer. Tickets are created by email. > > > > However, if you really want to do this, and assuming you > > have a relatively fixed set of requestors/queues, the easiest way to > > handle this would be running rt-mailgate > > with --extension=queue; of course, your current method of scrips > > permits you to programatically create a > > morasse of queues. > > > > -- > > Cambridge Energy Alliance: Save money. Save the planet. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 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 > -- JJussi From richard.hellier at stfc.ac.uk Tue Feb 23 05:10:49 2010 From: richard.hellier at stfc.ac.uk (richard.hellier at stfc.ac.uk) Date: Tue, 23 Feb 2010 10:10:49 -0000 Subject: [rt-users] Script problem in the Create Ticket screen Message-ID: Hi, This may well be old hat and fixed in the latest version but I thought I'd report it just in case. >From RT's "home" screen, clicking on "New Ticket in" raises a scripting alert about a missing ")" character. Looking at the code involved, I see the line: doOnLoad(hide(document.getElementById('Ticket-Create-details'));); which has the required # of ")" but has a superfluous semicolon. -- Cheers, Richard. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3700 bytes Desc: not available URL: From kfcrocker at lbl.gov Tue Feb 23 13:59:51 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Tue, 23 Feb 2010 10:59:51 -0800 Subject: [rt-users] CommandByMail Extension Message-ID: <4B8425A7.4050009@lbl.gov> To list, I've installed CommandByMail. The instructions describe the ability to create a ticket WITH CustomField values. However, I'm finding this doesn't seem to be true. Do I also need to install an additional extension for this? Thanks. Kenn LBNL From tod.detre at maine.edu Tue Feb 23 16:01:28 2010 From: tod.detre at maine.edu (Tod Detre) Date: Tue, 23 Feb 2010 16:01:28 -0500 Subject: [rt-users] Single SignOn In-Reply-To: <87458E9581E41E4F8FFD606200740856049CFBDD@mail01.widexs.local> References: <87458E9581E41E4F8FFD606200740856049CFBDD@mail01.widexs.local> Message-ID: I recently modified RT-Authen-ExtrenaAuth to authenticate to a RubyCAS server. The patching I did definitely doesn't follow all of the conventions as I don't pass config options from RT_SiteConfig like I should, etc. But if you or anyone else is interested I could post the code. It requires the use of the AuthCAS cpan module. On Tue, Feb 23, 2010 at 8:19 AM, Richard Pijnenburg wrote: > Dear list, > > > > I?m wondering if there is a possibility for single signon based on a > webservice. ( soap calls ) > > I have found a module, RT-Authen-ExternalAuth, but that one can only do > Cookie/Ldap/Mysql. > > > > With kind regards, > > Richard Pijnenburg > > > > _______________________________________________ > 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 > From falcone at bestpractical.com Tue Feb 23 16:33:03 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 23 Feb 2010 16:33:03 -0500 Subject: [rt-users] error after upgrade from 3.8.4 to 3.8.7 In-Reply-To: <4B831F14.7040507@greentube.com> References: <4B831F14.7040507@greentube.com> Message-ID: <20100223213303.GA911@jibsheet.com> On Tue, Feb 23, 2010 at 01:19:32AM +0100, Bernhard wrote: > Hi, > after upgrading from 3.8.4 to 3.8.7 rt3 won't show up, > get this error in the lighttpd error log: > > 2010-02-23 01:13:43: (mod_fastcgi.c.2618) FastCGI-stderr: Can't call method "interp" on an > undefined value at /usr/share/rt3/mason_lighttpd_handler.fcgi line 83. > Can't call method "interp" on an undefined value at /usr/share/rt3/mason_lighttpd_handler.fcgi > line 83. RT doesn't ship a file called mason_lighttpd_handler.fcgi -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Feb 23 16:35:44 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 23 Feb 2010 16:35:44 -0500 Subject: [rt-users] RT-Send-CC - mail is lost In-Reply-To: <27703389.post@talk.nabble.com> References: <27703389.post@talk.nabble.com> Message-ID: <20100223213544.GB911@jibsheet.com> On Tue, Feb 23, 2010 at 05:37:39AM -0800, Miroslav Horvath wrote: > > Hello > > We found one thing which we don/t know what to do. > > In RT 3.8.4. we have 10 different queues, where each queue has different > email address. > > We found a problem, that when someone in one queue resolves the ticket, and > put into One time CC email address of another RT queue, the mail is sent > out, but is not created in that 2nd queue as new ticket. > It seems it's lost or so. Check your logs, and make sure OwnerEmail is configured When 3.8.8 is released, RT will actually start telling you that you're doing something illegal (asking it to send mail to itself, setting up a potential loop) -kevin > Normally, RT works like, that when it founds in subject some ticket ID, it > adds this email to that ticket. > > Is there some way, that when someone closes ticket in one queue, and put > into One Time CC email address of another queue, the new ticket will be > created in that queue and not added into original ticket according to > subject. > > But, we still want to keep the option, that when someone replies to some > ticket, within same Queue (same email address of that queue) the email will > be put into this ticket. > > Example: > Queue 1 has email address billing at zse.sk > Queue 2 has email address outboundcckont at zse.sk > > In queue1 agent resolved the ticket, and put into One time CC the email > address of queue2. > > Normally, it sends out email with subject together with original ticket ID. > We expect, that in the queue2 new ticket will be created. But nothing > happen. No new ticket in queue2 or, original ticket is not updated with this > comment (based on ticketID). > > When some normal user replies to some email from RT, it pastes his email to > the ticket, so the Reply funcionality works. > > But the way between 2 queues within RT seems difficult. > http://old.nabble.com/file/p27703389/Snap8.jpg Snap8.jpg > > Configuration of our RT. > http://old.nabble.com/file/p27703389/Configuration%255B1%255D.html > Configuration%5B1%5D.html -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Feb 23 16:42:47 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 23 Feb 2010 16:42:47 -0500 Subject: [rt-users] Script problem in the Create Ticket screen In-Reply-To: References: Message-ID: <20100223214247.GC911@jibsheet.com> On Tue, Feb 23, 2010 at 10:10:49AM -0000, richard.hellier at stfc.ac.uk wrote: > Hi, > > This may well be old hat and fixed in the latest version but I thought I'd report it just in > case. > > From RT's "home" screen, clicking on "New Ticket in" raises a scripting alert about a missing > ")" character. > > Looking at the code involved, I see the line: > > doOnLoad(hide(document.getElementById('Ticket-Create-details'));); > > which has the required # of ")" but has a superfluous semicolon. You don't say what version of RT this is, but as far as I know a JS error that sounds similar to this was fixed at least 18 months ago, along with many other browser fixes included in more recent releases. git show 14b518d8 -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Feb 23 16:43:29 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 23 Feb 2010 16:43:29 -0500 Subject: [rt-users] CommandByMail Extension In-Reply-To: <4B8425A7.4050009@lbl.gov> References: <4B8425A7.4050009@lbl.gov> Message-ID: <20100223214329.GD911@jibsheet.com> On Tue, Feb 23, 2010 at 10:59:51AM -0800, Ken Crocker wrote: > I've installed CommandByMail. The instructions describe the ability to > create a ticket WITH CustomField values. However, I'm finding this > doesn't seem to be true. Do I also need to install an additional > extension for this? What did you try, how did it fail, etc etc. You can certainly set Custom Fields with CommandByMail You can also use the ExtractCustomFieldValues extension, depending on what you're doing -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Feb 23 16:46:07 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 23 Feb 2010 16:46:07 -0500 Subject: [rt-users] Single SignOn In-Reply-To: <87458E9581E41E4F8FFD606200740856049CFBDD@mail01.widexs.local> References: <87458E9581E41E4F8FFD606200740856049CFBDD@mail01.widexs.local> Message-ID: <20100223214607.GE911@jibsheet.com> On Tue, Feb 23, 2010 at 02:19:57PM +0100, Richard Pijnenburg wrote: > I'm wondering if there is a possibility for single signon based on a webservice. ( soap calls > I have found a module, RT-Authen-ExternalAuth, but that one can only do Cookie/Ldap/Mysql. If you are using a non-custom single signon system, you may want to post the name. A number of integrations have been done. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From javoskam at uwaterloo.ca Tue Feb 23 17:07:28 2010 From: javoskam at uwaterloo.ca (Jeff Voskamp) Date: Tue, 23 Feb 2010 17:07:28 -0500 Subject: [rt-users] RT-Send-CC - mail is lost In-Reply-To: <20100223213544.GB911@jibsheet.com> References: <27703389.post@talk.nabble.com> <20100223213544.GB911@jibsheet.com> Message-ID: <4B8451A0.6000004@uwaterloo.ca> On 02/23/2010 04:35 PM, Kevin Falcone wrote: >When 3.8.8 is released, RT will actually start telling you that you're >doing something illegal (asking it to send mail to itself, setting up >a potential loop) > >-kevin Any sort of a timeline on this? This month? next month? check your stocking at Xmas? Jeff From kfcrocker at lbl.gov Tue Feb 23 17:45:12 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Tue, 23 Feb 2010 14:45:12 -0800 Subject: [rt-users] CommandByMail Extension In-Reply-To: <20100223214329.GD911@jibsheet.com> References: <4B8425A7.4050009@lbl.gov> <20100223214329.GD911@jibsheet.com> Message-ID: <4B845A78.3060502@lbl.gov> Kevin, Thanks for responding. The following are the several tries to get a CustomFIeld set: This was in the body the first time: ------------------------------------ Status: open Owner: CACasaretto Priority: 3 CustomField.{Description}: This is the first test for CommandByMail CustomField.{Need-By-Date}: 04/02/2010 CustomField.{QA Approver}: KFCrocker CustomField.{Migrator}: WRHubert CustomField.{Work-State}: Investigating Request CustomField.{Resolution Type}: Vendor Software Upgrade Due: 04/05/2010 The CustomFields remained blank and Due Date as well. I figured out the Due date problem. --------------------------------------- This was in the body the second time: --------------------------------------- This is the second test for CommandByMail. Priority: 3 Due: 04-05-2010 CustomField.QA Approver: KFCrocker CustomField.Migrator: WRHubert CustomField.Work-State: Investigating Request CustomField.Resolution Type: "Vendor Software Upgrade" ** Same with the CF's. Due Date was fine. --------------------------------------- This was in the body the last time: --------------------------------------- Priority: 3 Due: 2010-04-05 AddCustomField.QA Approver: KFCrocker AddCustomField.Migrator: WRHubert AddCustomField.Resolution Type: "Vendor Software Upgrade" This is the seventh test for CommandByMail On this one, again, all is well except CF's. It seems if I enter a comment first, it doesn't work and I'm not sure about ticket fields after CF's because I can't get CF's to work. I really just want to do is this: 1) Set some Ticket Fields, that's working 2) Set the content, hopefully appart from the command lines?? 3) Set a few CF's with an initial value equal to one of the existing possible values already available. These CF's are "Select One Value". Any help here would definitely be appreciated. Thanks a bunch. Kenn LBNL On 2/23/2010 1:43 PM, Kevin Falcone wrote: > On Tue, Feb 23, 2010 at 10:59:51AM -0800, Ken Crocker wrote: > >> I've installed CommandByMail. The instructions describe the ability to >> create a ticket WITH CustomField values. However, I'm finding this >> doesn't seem to be true. Do I also need to install an additional >> extension for this? >> > > What did you try, how did it fail, etc etc. > You can certainly set Custom Fields with CommandByMail > You can also use the ExtractCustomFieldValues extension, depending on > what you're doing > > -kevin > > ------------------------------------------------------------------------ > > _______________________________________________ > 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From stuart.browne at ausregistry.com.au Tue Feb 23 19:22:23 2010 From: stuart.browne at ausregistry.com.au (Stuart Browne) Date: Wed, 24 Feb 2010 11:22:23 +1100 Subject: [rt-users] Scip adding custom 'Results' line / Stopping transaction 'Set' Message-ID: <8CEF048B9EC83748B1517DC64EA130FB3E2CA8B887@off-win2003-01.ausregistrygroup.local> Hi, I've got some custom fields for 3-point time estimates on project tickets. I've got it so that upon creation / update of the custom field, the 'TimeEstimated' field gets set to the 'Most Likely' custom field value. I've also got it so that it ignores any changes made manually to the 'TimeEstimated' field. So far, so good. I'd like to feed back to users that changes to the 'TimeEstimated' field shouldn't be made, that the 3-point fields should be modified together in order for changes to be made. The most logical way to do this (to me) is to feed a 'Result' (what's expanded from @actions in 'share/html/Elements/ListActions') so it can be displayed in the box at the top of the page when a ticket update occurs. I just can't find out how to do that. I see that most of the messages come from Transaction_Overlay.pm/BriefDescriptions, but I can see that the messages from that function are generated automatically based on what the transaction actually is. So, here's my question: * Using a Scrip Condition / Prep, can a 'Set' be rejected to not occur and thus raise an 'error' ? * If not, is there a way to feed back a custom message into the BriefDescriptions / @actions array so my own message can be displayed? Current scrip: Description: Re-Populate Estimate Condition: User Defined Action: User Defined Template: Global template: Blank Stage: TransactionCreate Custom Condition: my $_CF_NAME = '3 Point: Most Likely'; my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; my $_CF = RT::CustomField->new ( $RT::SystemUser ); $_CF->LoadByNameAndQueue( Name => $_CF_NAME, Queue => $self->TicketObj->QueueObj->Name ); if ( $trans->Type eq 'Create' || ($trans->Type eq 'CustomField' && $trans->Field == $_CF->id) || ($trans->Type eq 'Set' && $trans->Field == 'TimeEstimated') ) { return 1; } Custom action preparation code: return 1; Custom action cleanup code: my $_CF_NAME = '3 Point: Most Likely'; my $ticket = $self->TicketObj; my $queue = $ticket->QueueObj->Name; my $trans = $self->TransactionObj; my $_CF = RT::CustomField->new ( $RT::SystemUser ); $_CF->LoadByNameAndQueue( Name => $_CF_NAME, Queue => $queue); unless ($_CF->id) { $RT::Logger->warning ("$_CF_NAME doesn't exist in Queue " . $queue); return undef; } my $most_likely = $ticket->FirstCustomFieldValue($_CF->id); if ($most_likely ne '' && $most_likely != $ticket->TimeEstimated) { $RT::Logger->info(sprintf("Setting TimeEstimated from %s to value %s", $ticket->TimeEstimated, $most_likely)); $ticket->SetTimeEstimated($most_likely); } return 1; Stuart J. Browne Senior Unix Administrator, Network Administrator AusRegistry Pty Ltd Level 8, 10 Queens Road Melbourne. Victoria. Australia. 3004. Ph:? +61 3 9866 3710 Fax: +61 3 9866 1970 Email: stuart.browne at ausregistry.com.au Web: www.ausregistry.com.au The information contained in this communication is intended for the named recipients only. It is subject to copyright and may contain legally privileged and confidential information and if you are not an intended recipient you must not use, copy, distribute or take any action in reliance on it. If you have received this communication in error, please delete all copies from your system and notify us immediately. From ephemeric at gmail.com Wed Feb 24 10:18:41 2010 From: ephemeric at gmail.com (Robert Gabriel) Date: Wed, 24 Feb 2010 17:18:41 +0200 Subject: [rt-users] RT::Extension::Nagios and set TimeWorked Total of All Merged Tickets Message-ID: Hello all, I'm using the RT::Extension::Nagios plugin and would like for statistics purposes for my IT director to have the total time worked calculated from all the previously created problem merged tickets when the recovery ticket is resolved. What I can see so far: a ticket is created from 'PROBLEM' mail subject and successive 'PROBLEM' tickets merge previous tickets into them until we receive a 'RECOVERY' ticket and that last (new) ticket ID is resolved. What I think I need is to get the ticket history of the resolved ticket ID and get the oldest transaction ID from that and get the date created then calculate the difference between the two dates using Date::Calc? To demonstrate I have at least tried (but time is limited by management) hence this mail. I see one can use the rt shell or RT::Client::REST to get the required history. rgabriel at orpheus:~/tmp$ rt show ticket/11113/history # 24/24 (/total) 151090: Ticket created by robertg at anomaly.hugetelecom.co.za 151091: Outgoing email recorded by RT_System 151096: Ticket created by robertg at anomaly.hugetelecom.co.za 151097: Outgoing email recorded by RT_System 151098: Merged into ticket #11113 by RT_System rgabriel at orpheus:~/tmp$ rt show ticket/11113/history/id/151124 # 24/24 (id/151124/total) id: 151124 Ticket: 11113 TimeTaken: 0 Type: Status Field: Status OldValue: new NewValue: resolved Data: Description: Status changed from 'new' to 'resolved' by RT_System Content: This transaction appears to have no content Creator: RT_System Created: 2010-02-24 07:46:43 Attachments: I suppose one could set TimeWorked from this. I've tried using SetTimeWorkedAutomatically as a queue scrip but now I see it is no good. I'm learning how RT does things and it's not as expected. I would like to know what is the most logical way of going about this? I've tried looking at /opt/rt3/share/html/Ticket/Elements/ShowHistory and adding some of that to /opt/rt3/local/plugins/RT-Extension-Nagios/lib/RT/Action/UpdateNagiosTickets.pm but I'm digging the hole deeper. I'm not going to investigate the Perl internals of RT quite right now. I could hack a dirty solution together using shell scripts etc. but I want something clean and elegant. Thanks. From justin.hayes at orbisuk.com Wed Feb 24 10:34:37 2010 From: justin.hayes at orbisuk.com (Justin Hayes) Date: Wed, 24 Feb 2010 15:34:37 +0000 Subject: [rt-users] Very slow ticket search creation/edit screen 3.8.4 In-Reply-To: References: <8020C86F-5564-4844-8B38-D504F16FE3FA@orbisuk.com> <20100215165215.GJ5607@bestpractical.com> <0C86821B-9565-46FB-874A-325A9E943875@orbisuk.com> <20100215173353.GB3282@easter-eggs.com> Message-ID: <8BA9CC53-9C11-4145-A8E0-0221F6CBE4A9@orbisuk.com> This is the query that takes all the time: # Query_time: 37.415600 Lock_time: 0.000329 Rows_sent: 0 Rows_examined: 4474859 use rt_contdel; SET timestamp=1267024665; SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4 JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN Groups Groups_3 ON ( Groups_3.id = CachedGroupMembers_2.GroupId ) WHERE (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType = Groups_3.Type) AND (Principals_1.id != '1') AND (Principals_1.PrincipalType = 'User') AND (ACL_4.RightName = 'OwnTicket' OR ACL_4.RightName = 'SuperUser') AND (Groups_3.Domain = 'RT::Queue-Role') AND ((ACL_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType = 'RT::System')) ORDER BY main.Name ASC; ------------------------------------------------- Justin Hayes Orbis Support Manager justin.hayes at orbisuk.com On 15 Feb 2010, at 17:42, Justin Hayes wrote: > Ah ok, so even if all my users have OwnTicket for a queue getting that list is still faster than showing all users on the Search screen, even though the resulting list is the same length? > > Total rows in Users is 543. > > Justin > > ------------------------------------------------- > Justin Hayes > Orbis Support Manager > justin.hayes at orbisuk.com > > > > > On 15 Feb 2010, at 17:33, Emmanuel Lacour wrote: > >> On Mon, Feb 15, 2010 at 05:18:53PM +0000, Justin Hayes wrote: >>> That doesn't seem to be an answer. So it's just slow if you want to have a lot of owners?? >>> >>> It doesn't take 40 secs to render the owner dropdown on ticket create/update, so why should the search screen be so bad? They both use the same element. >>> >> >> bevause on a ticket, we already ha ve a queue selected and so we filter >> potential owners for this queue. >> >> in search screen, we load all people that may own ticket in any queue >> (all users that have OwnTicket right). >> >> this is a known issue, but that shouldn't be a problem on most systems >> where people with OwnTicket rights are a few hundreds. >> >> tell us more about how many people you have has potential owner in >> search screen. >> >> _______________________________________________ >> 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 > > _______________________________________________ > 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 From polloxx at gmail.com Wed Feb 24 10:42:47 2010 From: polloxx at gmail.com (polloxx) Date: Wed, 24 Feb 2010 16:42:47 +0100 Subject: [rt-users] Move tickets to Queue In-Reply-To: <201002231638.09442.rt-users@jjussi.com> References: <201002231638.09442.rt-users@jjussi.com> Message-ID: I've solved this by using procmail instead of /etc/aliases. It might not be the most elegant solution but it works for me: :0 * ^(F|f)rom.*gmail\.com | /opt/rt3/bin/rt-mailgate --queue 'Gmail' --action correspond --url http://domain.tld :0 * | /opt/rt3/bin/rt-mailgate --queue 'General' --action correspond --url http://domain.tld On Tue, Feb 23, 2010 at 3:38 PM, JJussi wrote: > How about your own version of 'rt-mailgate'. > Take existing rt-mailgate and add little bit code in it what selects right > queue base on sender address. > > Then you just need that one /etc/aliases line: > > support:"|my-rt-mailgate --action comment ?--url http://domain.com/" > > This is not what you have asked, but better choose right queue outside RT than > inside. > > On Tuesday, 23. Februaryta 2010 15:16:42 polloxx wrote: > >> Thanks for all your suggestions. >> How can I do this using Scrips, so without the need to go to /etc/aliases? >> >> @Kevin: How do I check the return value of Setqueue? >> @Jerrad: We only have a limited number of customers and needed queues. >> >> >> On Tue, Feb 23, 2010 at 3:31 AM, Jerrad Pierce >> >> wrote: >> > On Mon, Feb 22, 2010 at 16:30, Jerrad Pierce >> > >> > wrote: >> >>> As I'm new to RT I'm trying to setup a system for our needs. >> >>> We want a queue for each customer. Tickets are created by email. >> > >> > However, if you really want to do this, and assuming you >> > have a relatively fixed set of requestors/queues, the easiest way to >> > handle this would be running rt-mailgate >> > with --extension=queue; of course, your current method of scrips >> > permits you to programatically create a >> > morasse of queues. >> > >> > -- >> > Cambridge Energy Alliance: Save money. Save the planet. >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> 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 >> > > > -- > JJussi > _______________________________________________ > 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 > From jrummel at imapp.com Wed Feb 24 11:32:10 2010 From: jrummel at imapp.com (Jonathan Rummel) Date: Wed, 24 Feb 2010 08:32:10 -0800 (PST) Subject: [rt-users] Scrip to create multiple child tickets Message-ID: <27714242.post@talk.nabble.com> Hi everyone, I have a Select Multiple custom field called 'Client'. I want my scrip to create a child ticket for each client selected. So far, my scrip works, but only creates 1 child ticket, no matter how many clients are selected. Here is my current scrip: RT 3.6.5 Description: Create multiple child tix Condition: User Defined Action: Create Tickets Template: Custom Template: Create multiple child tickets Stage: Transaction Create Custom condition: if ($self->TransactionObj->Type ne 'Create' && $self->TicketObj->FirstCustomFieldValue('Client') eq 'client1) { return 1; } if ($self->TransactionObj->Type ne 'Create' && $self->TicketObj->FirstCustomFieldValue('Client') eq 'client2') { return 1; } return 0; Here is the Template code: ===Create-Ticket: client Subject: {$Tickets{'TOP'}->Subject} ({$Tickets{'TOP'}->FirstCustomFieldValue('Client')}) Depended-On-By: {$Tickets{'TOP'}->Id()} Owner: testuser Queue: Client Issues Content: This ticket has been auto-created. ENDOFCONTENT Is there anyone that can help me identify why only 1 child ticket is being created, and not multiple? I obviously have limited skills here, so any help would be greatly appreciated! Please please help! Thanks so much! Jonathan -- View this message in context: http://old.nabble.com/Scrip-to-create-multiple-child-tickets-tp27714242p27714242.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From smithj4 at bnl.gov Wed Feb 24 15:47:49 2010 From: smithj4 at bnl.gov (Jason A. Smith) Date: Wed, 24 Feb 2010 15:47:49 -0500 Subject: [rt-users] Move tickets to Queue In-Reply-To: References: Message-ID: <1267044469.4505.1626.camel@smith.racf.bnl.gov> On Tue, 2010-02-23 at 14:16 +0100, polloxx wrote: > Thanks for all your suggestions. > How can I do this using Scrips, so without the need to go to /etc/aliases? I am also interested in trying to setup the same thing with a Scrip in RT. We currently have a script that runs via procmail, which looks for certain keywords and automatically re-route tickets to the appropriate queue before ticket creation. We use this for automatic ticket exchanges with a sister support center that is using FootPrints, but we are in the process of testing an improved system that won't use email exchanges. Instead it uses a SOAP interface on the FP side and REST on RT. Because there will be no more email to intercept before RT and I would like to do the queue routing on the receiving side (RT), I would like to have a Scrip in RT that can change the Queue for a ticket before it is created. Is this even possible in RT with an "On Create" condition and custom action preparation or cleanup code? I am not sure how, or if it is even possible to intercept and change the parameters of a ticket creation transaction before it is created. I tried a Scrip similar to the one that started this thread, which did work for me, but it effectively created the ticket in the original queue, then moved it to the new queue, with only the queue change email going to the watchers of the new queue and the original ticket request going to the watchers of the original queue. Is what I am trying to do even possible with a Scrip in RT? ~Jason -- /------------------------------------------------------------------\ | Jason A. Smith Email: smithj4 at bnl.gov | | Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \------------------------------------------------------------------/ -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3971 bytes Desc: not available URL: From christian.cuvelier at attmes.com Wed Feb 24 16:28:03 2010 From: christian.cuvelier at attmes.com (Christian Cuvelier) Date: Wed, 24 Feb 2010 22:28:03 +0100 (CET) Subject: [rt-users] AssetTracker 1.2.4b1 and RT-Billing Message-ID: <1648927289.177888.1267046883291.JavaMail.open-xchange@oxltgw03.schlund.de> Hi there, ? i just need some information. I?ve searched for a Billing Module for RT and found RT-Billing at http://mattwork.potsdam.edu/projects/wiki/index.php/RT-Billing but there i can?t find any Link to a Download. ? On this site there?s a hint to AssetTracker and I tried to test it, maybe RT-Billing is included ?! ? I found AT-1.2.3.zip to download. After a little bit searching I?ve read that it is only for RT version 3.6 and not 3.8. Okay I need Version 1.2.4b1, but i can?t find it. Tried to check it out from googlecode via svn, but the link there is broken. Maybe you have an answer for me where I can download these Extensions ?? Thanks a lot Christian -------------- next part -------------- An HTML attachment was scrubbed... URL: From christian.cuvelier at attmes.com Wed Feb 24 16:50:09 2010 From: christian.cuvelier at attmes.com (Christian Cuvelier) Date: Wed, 24 Feb 2010 22:50:09 +0100 (CET) Subject: [rt-users] Show Relations Message-ID: <258345701.178555.1267048209837.JavaMail.open-xchange@oxltgw03.schlund.de> 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Feb 24 14:10:16 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 24 Feb 2010 14:10:16 -0500 Subject: [rt-users] Script problem in the Create Ticket screen In-Reply-To: References: Message-ID: <20100224191016.GD4590@bestpractical.com> On Tue 23.Feb'10 at 10:10:49 -0000, richard.hellier at stfc.ac.uk wrote: > Hi, > > > > This may well be old hat and fixed in the latest version but I thought I?d report it just in > case. Indeed it is already fixed. For the future, it's always good to mention which version of RT you're reporting a bug in. Best, Jesse From jesse at bestpractical.com Wed Feb 24 14:25:05 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 24 Feb 2010 14:25:05 -0500 Subject: [rt-users] forward ticket & transaction system record In-Reply-To: <20100219194116.GA25668@panix.com> References: <20100219194116.GA25668@panix.com> Message-ID: <20100224192505.GJ4590@bestpractical.com> On Fri 19.Feb'10 at 14:41:16 -0500, Eleanor J. Evans [Panix Staff] wrote: > RT doesn't seem to record forwards of tickets & transactions. Am I > just missing something, or do I need to add it? It's not you. It's something I consider to be a deficiency in the current implementation. I'd love a patch. Best, Jesse -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: Digital signature URL: From martin.brenner at whitfieldschool.org Thu Feb 25 10:07:20 2010 From: martin.brenner at whitfieldschool.org (Brenner, Martin) Date: Thu, 25 Feb 2010 09:07:20 -0600 Subject: [rt-users] AssetTracker 1.2.4b1 and RT-Billing In-Reply-To: <1648927289.177888.1267046883291.JavaMail.open-xchange@oxltgw03.schlund.de> References: <1648927289.177888.1267046883291.JavaMail.open-xchange@oxltgw03.schlund.de> Message-ID: <7bee9a771002250707q6e315153l2563f91c6e48b26f@mail.gmail.com> Hi Christian, I don't know anything about RT-Billing, but I was able to get Asset Tracker up and running on a new RT installation that I did a few months ago. The link in the documentation is incorrect with respect to how to check-out the svn. This is the command you have to use: svn checkout http://asset-tracker-4rt.googlecode.com/svn/at/tags/1.2.4b1 Don't forget, you may have to install svn and you may have to use sudo depending on how you are logged in. As far as I can tell, there is no billing involved with the Asset Tracker plug-in. Hope this helps, Martin On Wed, Feb 24, 2010 at 3:28 PM, Christian Cuvelier < christian.cuvelier at attmes.com> wrote: > Hi there, > > > > i just need some information. > > I?ve searched for a Billing Module for RT and found RT-Billing at > > http://mattwork.potsdam.edu/projects/wiki/index.php/RT-Billing but there i > can?t find any Link to a Download. > > > > On this site there?s a hint to AssetTracker and I tried to test it, maybe > RT-Billing is included ?! > > > > I found AT-1.2.3.zip to download. After a little bit searching I?ve read > that it is only for RT version > 3.6 and not 3.8. > > Okay I need Version 1.2.4b1, but i can?t find it. Tried to check it out > from googlecode via svn, but the link there is broken. > > Maybe you have an answer for me where I can download these Extensions ?? > > Thanks a lot > > 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 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jdoller+rt-users at gmail.com Thu Feb 25 11:49:12 2010 From: jdoller+rt-users at gmail.com (Jason Doller) Date: Thu, 25 Feb 2010 18:49:12 +0200 Subject: [rt-users] problem with RT 3.8.7 running on top of Nginx 0.8.33 Message-ID: <726ffd931002250849j54fffeaai6bb9bdea59073e3a@mail.gmail.com> I have a problem with RT 3.8.7 running on top of Nginx 0.8.33 It appears that the css and js files aren't being properly rendered when they are sent to the browser - RT has no css formatting. Additionally, I can't logout. When I try to browse to one of the css files directly, I get the rt login screen (assuming I haven't yet logged in). If I do log in, I still get no css formatting, but I do see my tickets (in a REALLY ugly format). TIA, Jason Extensive configs follow: NGINX ===== location /customerzone/ { root /opt/rt3-fcgi/share/html; fastcgi_pass unix:/var/run/rt3/rt3.socket; fastcgi_param DOCUMENT_ROOT /opt/rt3-fcgi/share/html; fastcgi_param SCRIPT_FILENAME /opt/rt3-fcgi/share/html$fastcgi_script_name; fastcgi_param PATH_TRANSLATED /opt/rt3-fcgi/share/html$fastcgi_script_name; fastcgi_param SCRIPT_NAME $fastcgi_script_name; fastcgi_param QUERY_STRING $query_string; fastcgi_param CONTENT_TYPE $content_type; fastcgi_param CONTENT_LENGTH $content_length; fastcgi_param REDIRECT_STATUS 200; fastcgi_param SERVER_ADDR $server_addr; fastcgi_param SERVER_PORT $server_port; fastcgi_param SERVER_PROTOCOL $server_protocol; fastcgi_param SERVER_NAME $server_name; fastcgi_param REQUEST_URI $request_uri; fastcgi_param REQUEST_METHOD $request_method; fastcgi_param REMOTE_USER $remote_user; fastcgi_param REMOTE_ADDR $remote_addr; fastcgi_param REMOTE_PORT $remote_port; } location ~* .+\.(html|js|css)$ { fastcgi_pass unix:/var/run/rt3/rt3.socket; fastcgi_param DOCUMENT_ROOT /opt/rt3-fcgi/share/html; fastcgi_param SCRIPT_FILENAME /opt/rt3-fcgi/share/html$fastcgi_script_name; fastcgi_param PATH_TRANSLATED /opt/rt3-fcgi/share/html$fastcgi_script_name; fastcgi_param SCRIPT_NAME $fastcgi_script_name; fastcgi_param QUERY_STRING $query_string; fastcgi_param CONTENT_TYPE $content_type; fastcgi_param CONTENT_LENGTH $content_length; fastcgi_param REDIRECT_STATUS 200; fastcgi_param SERVER_ADDR $server_addr; fastcgi_param SERVER_PORT $server_port; fastcgi_param SERVER_PROTOCOL $server_protocol; fastcgi_param SERVER_NAME $server_name; fastcgi_param REQUEST_URI $request_uri; fastcgi_param REQUEST_METHOD $request_method; fastcgi_param REMOTE_USER $remote_user; fastcgi_param REMOTE_ADDR $remote_addr; fastcgi_param REMOTE_PORT $remote_port; } RT_SiteConfig.pm =============== Set($rtname, 'www.microsoft.com'); Set($Organization, 'microsoft.com'); Set($CorrespondAddress , 'cz at microsoft.com'); Set($CommentAddress , 'cz-comment at microsoft.com'); Set($Timezone , 'Africa/Johannesburg'); # obviously choose what suits you # THE DATABASE: Set($DatabaseType, 'mysql'); # e.g. Pg or mysql # These are the settings we used above when creating the RT database, # you MUST set these to what you chose in the section above. Set($DatabaseUser , 'rtuser'); Set($DatabasePassword , 'averysecurepassword'); Set($DatabaseName , 'requesttracker'); # THE WEBSERVER: Set($WebPath , "/customerzone"); Set($WebBaseURL , "https://www.microsoft.com"); Set($WebURL, RT->Config->Get('WebBaseURL') . RT->Config->Get('WebPath') . "/"); Set($WebFlushDbCacheEveryRequest, 1); 1; !!NB : The domain is not really microsoft.com. We all do small things to amuse ourselves and release pressure, this is mine. Besides, they could use a good issue management facility. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jdoller at gmail.com Thu Feb 25 12:45:49 2010 From: jdoller at gmail.com (Jason Doller) Date: Thu, 25 Feb 2010 19:45:49 +0200 Subject: [rt-users] problem with RT 3.8.7 running on top of Nginx 0.8.33 Message-ID: <726ffd931002250945r51f027bapcfaf23c2fad3768e@mail.gmail.com> (I apologise if this is a dupe - listmanager was doing funky things and I'm not sure if the previous one went through...) I have a problem with RT 3.8.7 running on top of Nginx 0.8.33 It appears that the css and js files aren't being properly rendered when they are sent to the browser - RT has no css formatting. Additionally, I can't logout. When I try to browse to one of the css files directly, I get the rt login screen (assuming I haven't yet logged in). If I do log in, I still get no css formatting, but I do see my tickets (in a REALLY ugly format). TIA, Jason Extensive configs follow: NGINX ===== location /customerzone/ { root /opt/rt3-fcgi/share/html; fastcgi_pass unix:/var/run/rt3/rt3.socket; fastcgi_param DOCUMENT_ROOT /opt/rt3-fcgi/share/html; fastcgi_param SCRIPT_FILENAME /opt/rt3-fcgi/share/html$fastcgi_script_name; fastcgi_param PATH_TRANSLATED /opt/rt3-fcgi/share/html$fastcgi_script_name; fastcgi_param SCRIPT_NAME $fastcgi_script_name; fastcgi_param QUERY_STRING $query_string; fastcgi_param CONTENT_TYPE $content_type; fastcgi_param CONTENT_LENGTH $content_length; fastcgi_param REDIRECT_STATUS 200; fastcgi_param SERVER_ADDR $server_addr; fastcgi_param SERVER_PORT $server_port; fastcgi_param SERVER_PROTOCOL $server_protocol; fastcgi_param SERVER_NAME $server_name; fastcgi_param REQUEST_URI $request_uri; fastcgi_param REQUEST_METHOD $request_method; fastcgi_param REMOTE_USER $remote_user; fastcgi_param REMOTE_ADDR $remote_addr; fastcgi_param REMOTE_PORT $remote_port; } location ~* .+\.(html|js|css)$ { fastcgi_pass unix:/var/run/rt3/rt3.socket; fastcgi_param DOCUMENT_ROOT /opt/rt3-fcgi/share/html; fastcgi_param SCRIPT_FILENAME /opt/rt3-fcgi/share/html$fastcgi_script_name; fastcgi_param PATH_TRANSLATED /opt/rt3-fcgi/share/html$fastcgi_script_name; fastcgi_param SCRIPT_NAME $fastcgi_script_name; fastcgi_param QUERY_STRING $query_string; fastcgi_param CONTENT_TYPE $content_type; fastcgi_param CONTENT_LENGTH $content_length; fastcgi_param REDIRECT_STATUS 200; fastcgi_param SERVER_ADDR $server_addr; fastcgi_param SERVER_PORT $server_port; fastcgi_param SERVER_PROTOCOL $server_protocol; fastcgi_param SERVER_NAME $server_name; fastcgi_param REQUEST_URI $request_uri; fastcgi_param REQUEST_METHOD $request_method; fastcgi_param REMOTE_USER $remote_user; fastcgi_param REMOTE_ADDR $remote_addr; fastcgi_param REMOTE_PORT $remote_port; } RT_SiteConfig.pm =============== Set($rtname, 'www.microsoft.com'); Set($Organization, 'microsoft.com'); Set($CorrespondAddress , 'cz at microsoft.com'); Set($CommentAddress , 'cz-comment at microsoft.com'); Set($Timezone , 'Africa/Johannesburg'); # obviously choose what suits you # THE DATABASE: Set($DatabaseType, 'mysql'); # e.g. Pg or mysql # These are the settings we used above when creating the RT database, # you MUST set these to what you chose in the section above. Set($DatabaseUser , 'rtuser'); Set($DatabasePassword , 'averysecurepassword'); Set($DatabaseName , 'requesttracker'); # THE WEBSERVER: Set($WebPath , "/customerzone"); Set($WebBaseURL , "https://www.microsoft.com"); Set($WebURL, RT->Config->Get('WebBaseURL') . RT->Config->Get('WebPath') . "/"); Set($WebFlushDbCacheEveryRequest, 1); 1; !!NB : The domain is not really microsoft.com. We all do small things to amuse ourselves and release pressure, this is mine. Besides, they could use a good issue management facility. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Thu Feb 25 13:50:36 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Thu, 25 Feb 2010 10:50:36 -0800 Subject: [rt-users] CommandByMail Extension In-Reply-To: <20100223214329.GD911@jibsheet.com> References: <4B8425A7.4050009@lbl.gov> <20100223214329.GD911@jibsheet.com> Message-ID: <4B86C67C.7020503@lbl.gov> Kevin, Did you get my earlier response with the data I used in the Email? Kenn LBNL On 2/23/2010 1:43 PM, Kevin Falcone wrote: > On Tue, Feb 23, 2010 at 10:59:51AM -0800, Ken Crocker wrote: > >> I've installed CommandByMail. The instructions describe the ability to >> create a ticket WITH CustomField values. However, I'm finding this >> doesn't seem to be true. Do I also need to install an additional >> extension for this? >> > > What did you try, how did it fail, etc etc. > You can certainly set Custom Fields with CommandByMail > You can also use the ExtractCustomFieldValues extension, depending on > what you're doing > > -kevin > > ------------------------------------------------------------------------ > > _______________________________________________ > 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Thu Feb 25 14:29:17 2010 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Thu, 25 Feb 2010 20:29:17 +0100 Subject: [rt-users] AssetTracker 1.2.4b1 and RT-Billing In-Reply-To: <1648927289.177888.1267046883291.JavaMail.open-xchange@oxltgw03.schlund.de> References: <1648927289.177888.1267046883291.JavaMail.open-xchange@oxltgw03.schlund.de> Message-ID: Hi, just dropped a mail to the owner of the page for RT Billing, let's see what happens. Btw. AT 1.2.4 runs smoothe under RT 3.8.x Torsten 2010/2/24 Christian Cuvelier > Hi there, > > > > i just need some information. > > I?ve searched for a Billing Module for RT and found RT-Billing at > > http://mattwork.potsdam.edu/projects/wiki/index.php/RT-Billing but there i > can?t find any Link to a Download. > > > > On this site there?s a hint to AssetTracker and I tried to test it, maybe > RT-Billing is included ?! > > > > I found AT-1.2.3.zip to download. After a little bit searching I?ve read > that it is only for RT version > 3.6 and not 3.8. > > Okay I need Version 1.2.4b1, but i can?t find it. Tried to check it out > from googlecode via svn, but the link there is broken. > > Maybe you have an answer for me where I can download these Extensions ?? > > Thanks a lot > > 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Thu Feb 25 14:29:12 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 25 Feb 2010 14:29:12 -0500 Subject: [rt-users] Funky correspondence address headers Message-ID: Has anyone ever noticed the following sporadic behavior in the 3.8 series (we previously seem to have had this 3.8.1, but I can confirm an instance in 3.8.6): a requestor responds to a ticket with correspondence, and although the template Admin correspondence contains no address headers, the notification's from & reply-to are set to the queue's comment address? (We are using friendly from) For the time being I've added explicit reply-to's to the admin templates to address this, but it just doesn't seem right... -- Cambridge Energy Alliance: Save money. Save the planet. From Chris.Kaye at t-mobile.co.uk Fri Feb 26 11:01:33 2010 From: Chris.Kaye at t-mobile.co.uk (Chris Kaye) Date: Fri, 26 Feb 2010 16:01:33 -0000 Subject: [rt-users] Multi-line text/comment/description in REST interface Message-ID: <737EDF428EB6334ABD28B2EE98E0849B039EAC51@HATMSG031.TMOUSERSUK.AD.T-MOBILE.CO.UK> I have been trying to use the REST interface through PHP cURL and the content=>value uses new lines (\n) to delimit fields so how do you embed new lines into the Text: field? T-Mobile (UK) Limited Company Registered Number: 02382161 Registered Office Address: Hatfield Business Park, Hatfield, Hertfordshire, AL10 9BW Registered in England and Wales NOTICE AND DISCLAIMER This email (including attachments) is confidential. If you are not the intended recipient, notify the sender immediately, delete this email from your system and do not disclose or use for any purpose. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Chris.Kaye at t-mobile.co.uk Fri Feb 26 12:32:43 2010 From: Chris.Kaye at t-mobile.co.uk (Chris Kaye) Date: Fri, 26 Feb 2010 17:32:43 -0000 Subject: [rt-users] Multi-line text/comment/description in REST interface - SOLVED Message-ID: <737EDF428EB6334ABD28B2EE98E0849B039EAC59@HATMSG031.TMOUSERSUK.AD.T-MOBILE.CO.UK> I have been trying to use the REST interface through PHP cURL and the content=>value uses new lines (\n) to delimit fields so how do you embed new lines into the Text: field? Answer: Apparently, subsequent lines need a leading whitespace. T-Mobile (UK) Limited Company Registered Number: 02382161 Registered Office Address: Hatfield Business Park, Hatfield, Hertfordshire, AL10 9BW Registered in England and Wales NOTICE AND DISCLAIMER This email (including attachments) is confidential. If you are not the intended recipient, notify the sender immediately, delete this email from your system and do not disclose or use for any purpose. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Fri Feb 26 13:02:12 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 26 Feb 2010 13:02:12 -0500 Subject: [rt-users] Multi-line text/comment/description in REST interface - SOLVED In-Reply-To: <737EDF428EB6334ABD28B2EE98E0849B039EAC59@HATMSG031.TMOUSERSUK.AD.T-MOBILE.CO.UK> References: <737EDF428EB6334ABD28B2EE98E0849B039EAC59@HATMSG031.TMOUSERSUK.AD.T-MOBILE.CO.UK> Message-ID: On Fri, Feb 26, 2010 at 12:32, Chris Kaye wrote: > I have been trying to use the REST interface through PHP cURL and the > content=>value uses new lines (\n) to delimit fields so how do you embed new > lines into the Text: field? > > Answer: Apparently, subsequent lines need a leading whitespace. Never encountered that, it may be a peculiarity of your setup. I use the RT::Client::REST and never have to do this, and it is not done within the library itself either. Furthermore, the REST interface simply takes in the same style forms as the CLI, which are exposed online via the "Offline Edit" tool, and this requires no leading whitespace for multi-line data. Instead, the form acts more like a HEREDOC. From Jim.Tambling at datatote.co.uk Fri Feb 26 15:56:27 2010 From: Jim.Tambling at datatote.co.uk (Jim Tambling) Date: Fri, 26 Feb 2010 20:56:27 -0000 Subject: [rt-users] Custom Field in email subject line Message-ID: <72D9E13A8FC8994794D448E91198AE0701C89BA3@mail.sys.internal> Hello, I'm guessing the syntax for this would be quite simple but I have 0 perl knowledge. I want to display the value of a custom field in the email subject. Regards, Jim Tambling Network Services Data Tote Ltd 0117 9029215 P Think of the environment. Do you need to print this email? -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Sat Feb 27 03:11:50 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Sat, 27 Feb 2010 09:11:50 +0100 Subject: [rt-users] Custom Field in email subject line In-Reply-To: <72D9E13A8FC8994794D448E91198AE0701C89BA3@mail.sys.internal> References: <72D9E13A8FC8994794D448E91198AE0701C89BA3@mail.sys.internal> Message-ID: <20100227081150.GM8421@easter-eggs.com> On Fri, Feb 26, 2010 at 08:56:27PM -0000, Jim Tambling wrote: > Hello, > > > > I'm guessing the syntax for this would be quite simple but I have 0 perl > knowledge. I want to display the value of a custom field in the email > subject. > In your template use something like {$Ticket->FirstCustomFieldValue('CFName')} From mike.peachey at jennic.com Sat Feb 27 07:11:07 2010 From: mike.peachey at jennic.com (Mike Peachey) Date: Sat, 27 Feb 2010 12:11:07 +0000 Subject: [rt-users] [Rt-devel] SSO without ExternalAuth module In-Reply-To: References: Message-ID: <4B890BDB.1090504@jennic.com> Landon Stewart wrote: > If one wanted to: > 1) set a cookie on another website (like > RTSSO=a4ee5e021e26a2734727e6c4685e9584) > 2) have that other website insert some data into a database accessible > by RT associating it with the cookie value > of a4ee5e021e26a2734727e6c4685e9584) > > ... how would one have RT read that cookie and authenticate against the > database data from #2 in order to achieve a single sign on solution? > > Ultimately we have users signed into a website throughout the day and > want them to be able to access RT without authenticating again. If they > have not accessed RT before they should be created. The database > information should contain their email address and username at a minimum > to do this properly. This is exactly what CookieAuth was designed for. It was created for our own website to integrate with RT in that way. The detail and documentation has not been heavily worked on because there has been very little interest in it. Nearly all ExternalAuth users seem to be using it for LDAP authentication alone. > > I've been through the ExternalAuth module a lot of times over the past > two days and I'm making no progress. I don't understand what the fields > are for and how to set the cookies the module it needs. It seems that > the documentation on it is limited and there's a note that says Cookie > SSO cannot be used for authentication. If anyone has any ideas or where > to put hooks to write my own code to do this within RT's source please > let me know. > > I'm by no means an RT developer but I have a strong grasp of mysql, > cookie usage, and perl/php. I find RT difficult because of the way > Mason loads files mixed with HTML and perl. I'm not sure what files > within RT would handle this and I don't want to break upgrades down the > road. RT is certainly not an easy application to get to grips with. It takes time and a decent amount of understanding of how Mason works. Let me provide you with a few basics on Cookie Auth, then if you can be specific with respect to your difficulties, I may be able to point you in the right direction. For CookieAuth to work, RT needs three things: its internal database, an external database with external users in it, and a table that stores cookies for those users to match against browser cookies. Here's an example for such a setup: # This defines the authentication services: Set($ExternalAuthPriority, ['WebsiteCookie', 'WebsiteMySQL']); # This defines the information services, such as whether a user is disabled and what their name is (cannot be stored in cookies) Set($ExternalInfoPriority, ['WebsiteMySQL']); # Do not create users unless they're in the website's database Set($AutoCreateNonExternalUsers, 0); # External settings contains all of the MySQL/Cookie details Set($ExternalSettings, { # This details the website's own database that already handles your website users 'WebsiteMySQL' => { 'type' => 'db', # enable it for authentication and information 'auth' => 1, 'info' => 1, 'server' => 'localhost', 'database' => 'website_main', 'table' => 'website_users', # The user to connect to the database as 'user' => 'MYSQL_USER', 'pass' => 'MYSQL_PASS', 'port' => '3306', # The perl DBI driver to use for the connection 'dbi_driver' => 'mysql', # The field in the users table that stores the username 'u_field' => 'username', # The field that holds the users' passwords 'p_field' => 'password', # Since passwords are almost never stored in plain text, in order to test passwords we're going to need to make a hash using an encryption algorithm from perl in order to compare the hashes. Since it's perl we need to know what perl package and subroutine to use so we can load them: # The perl encryption package that is needed to test the password 'p_enc_pkg' => 'Crypt::MySQL', # The function from the encryption package to use 'p_enc_sub' => 'password', # This one is slightly confusing, but it was to satisfy some poor design in our externally developed website database. Basically a user is considered disabled if there is a database field containing a specific value. So, it could be a field called "disabled" with values of 0 or 1 in which case d_field would be "disabled" and d_values" would just be "1" where 1 means the user is disabled. It could also be used so that if the field contains any of an array of different possible values then the user should be considered disabled. 'd_field' => 'disabled', 'd_values' => ['1'], # The attr_match_list and attr_map are documented as well as I can document them in the example config file that ships. 'attr_match_list' => [ 'Gecos', 'Name' ], 'attr_map' => { 'Name' => 'username', 'EmailAddress' => 'email', 'ExternalAuthId' => 'username', 'Gecos' => 'userID' } }, # The MySQL details above would allow you to JUST authenticate users against the website database, the Cookie section below is what allows you to define cookies that the website sets to auth logins. 'WebsiteCookie' => { 'type' => 'cookie', # The name of the cookie as taken from the browser: 'name' => 'CustomCookie', # The table in the database that stores users 'u_table' => 'website_users', # The field in the users table that stores usernames 'u_field' => 'username', # The field in the users table that is a foreign key in the cookies table. You would probably want to specify the primary key i.e. the users unique ID which would be the primary key for the users table and a primary and foreign key in the cookies table. If you store the cookies in the users table itself then you need to fudge this so that the u_ and c_ options all match up to point to the same table, but this is set up for the cookies being stored in an alternate table and as such allows there to more than one cookie per user. 'u_match_key' => 'userID', # So this is that table that store the username/cookie combinations 'c_table' => 'website_logins', # The field that contains the cookie itself (in this case named the same as the browser cookie is 'c_field' => 'CustomCookie', # The field in the cookie table that refers to users in the user table as defined above, effectively a foreign key. 'c_match_key' => 'loginUserID', # The RT "ExternalSettings" database provider to tie these cookie settings to (ie. the MySQL service defined above) 'db_service_name' => 'WebsiteMySQL' } } ); Hopefully that clears it up a little. As I said, if you come back with specific issues I can try to clean it up for you. This really ought to live in RT-Users instead of RT-Devel and I have CC'd that list. I think you ought to respond to that list instead. -- Kind Regards, __________________________________________________ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __________________________________________________ From john at iastate.edu Sat Feb 27 13:59:23 2010 From: john at iastate.edu (John Hascall) Date: Sat, 27 Feb 2010 12:59:23 CST Subject: [rt-users] Enumerate Ticket Custom Fields Message-ID: <31466.1267297163@malison.ait.iastate.edu> In an external perl script, given a ticket object, how would I enumerate the names and values of the (queue-specific) custom fields attached to that ticket? Many thanks for any pointers! John PS, I tried looking around the wiki, but I didn't see anuthing relevant. From yamane at diamondcut.com.br Sat Feb 27 17:01:36 2010 From: yamane at diamondcut.com.br (Renato S. Yamane) Date: Sat, 27 Feb 2010 19:01:36 -0300 Subject: [rt-users] [How to] Apache config Message-ID: <4B899640.2090605@diamondcut.com.br> Hi, Is there any howto about Apache config? My apache is running (intranet) but I can't find documentation about how to enable RT in my intranet. Regards, Renato From jdoller+rt-users at gmail.com Sun Feb 28 05:38:32 2010 From: jdoller+rt-users at gmail.com (Jason Doller) Date: Sun, 28 Feb 2010 12:38:32 +0200 Subject: [rt-users] [How to] Apache config In-Reply-To: <4B899640.2090605@diamondcut.com.br> References: <4B899640.2090605@diamondcut.com.br> Message-ID: <726ffd931002280238o755bf6fdhe33716ac68377011@mail.gmail.com> Same as you would for the Internet, different IP addresses. On Sun, Feb 28, 2010 at 12:01 AM, Renato S. Yamane wrote: > Hi, > > Is there any howto about Apache config? > > My apache is running (intranet) but I can't find documentation about how > to enable RT in my intranet. > > Regards, > Renato > _______________________________________________ > 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 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From luton98 at yahoo.co.uk Sun Feb 28 16:16:57 2010 From: luton98 at yahoo.co.uk (luton98 at yahoo.co.uk) Date: Sun, 28 Feb 2010 21:16:57 +0000 Subject: [rt-users] Installing rt2 on Fedora Core 6 Message-ID: <8c7d6ac3c3144b6ea123a3c65d4a8306@yahoo.co.uk> I'm having awful trouble installing rt2 on Fedora Core 6: Server version: Apache/2.2.6 (Unix) Server built: Sep 18 2007 11:26:13 [root at linuxbox ~]# uname -a Linux linuxbox 2.6.22.14-72.fc6 #1 SMP Wed Nov 21 13:44:07 EST 2007 i686 athlon i386 GNU/Linux [root at linuxbox ~]# perl --version This is perl, v5.8.8 built for i386-linux-thread-multi I was getting these errors in /var/log/httpd/error_log: Can't locate object method "server" via package "Apache" at /usr/local/rt2/bin/webmux.pl line 94. Which I put down to httpd running as 'apache' rather than root, so I commented out a couple of lines in webmux.pl. Then I got: Can't locate object method "header_in" via package "Apache2::RequestRec" Which appeared to be because: my %cookies = parse CGI::Cookie($r->header_in('Cookie')); Should have read my %cookies = parse CGI::Cookie($r->headers_in('Cookie')); (This seemed to make sense after reading the Apache::RequestRec man page. Why am I bothering with rt2 on FC6? It's because we have an old rt2 database. I'd like to be able to view it before thinking about exporting it to rt3 or another environment. The original hardware this rt2 ran on was decommissioned, and is long gone. I'm just not clever enough with Perl/C to understand how this stuff knits together. I think that one possibility is that the API for some of the required modules has changed over time from rt2 to rt3. Why else would header_in() in Apache::RequestRec become headers_in()? TIA From ggreene at minervanetworks.com Sun Feb 28 17:59:21 2010 From: ggreene at minervanetworks.com (Gary Greene) Date: Sun, 28 Feb 2010 14:59:21 -0800 Subject: [rt-users] Installing rt2 on Fedora Core 6 In-Reply-To: <8c7d6ac3c3144b6ea123a3c65d4a8306@yahoo.co.uk> References: <8c7d6ac3c3144b6ea123a3c65d4a8306@yahoo.co.uk> Message-ID: <201002281459.21994.ggreene@minervanetworks.com> On Sunday 28 February 2010 01:16:57 pm luton98 at yahoo.co.uk wrote: > I'm having awful trouble installing rt2 on Fedora Core 6: [snip] > Why am I bothering with rt2 on FC6? It's because we have an old rt2 > database. I'd like to be able to view it before thinking about exporting > it to rt3 or another environment. The original hardware this rt2 ran on > was decommissioned, and is long gone. > > I'm just not clever enough with Perl/C to understand how this stuff knits > together. I think that one possibility is that the API for some of the > required modules has changed over time from rt2 to rt3. Why else would > header_in() in Apache::RequestRec become headers_in()? I'd highly recommend that you switch to CentOS 3 or Debian old stable if you're planning on using rt2 at all. The Perl modules and C environment in FC6 are far newer than the modules that rt2 needs, which will not work as you've discovered. If you're only doing this to view the data before a migration to rt3 (which I definitely recommend) why not just import the DB tables into MySQL and then review the data using something like MySQLcc? -- Gary L. Greene, Jr. IT Manager - Information Technology Operations, Minerva Networks Inc. Cell: (650) 704-6633 Office: (408) 240-1239 From yamane at diamondcut.com.br Sun Feb 28 20:34:28 2010 From: yamane at diamondcut.com.br (Renato S. Yamane) Date: Sun, 28 Feb 2010 22:34:28 -0300 Subject: [rt-users] Quick search Message-ID: <4B8B19A4.70709@diamondcut.com.br> On start page I can see a Quick Search pannel, but it have only 3 kind of status (New, Open and Stalled). Is possible add one more status (fixed/resolved)? Regards, Renato From proclus at gnu-darwin.org Sun Feb 28 23:15:55 2010 From: proclus at gnu-darwin.org (proclus at gnu-darwin.org) Date: Sun, 28 Feb 2010 23:15:55 -0500 (EST) Subject: [rt-users] radical mormons Message-ID: <20100301041555.A3787D5C0BF@gnu-darwin.org> Those of you who have been following mormonism on the web for many years will probably recognize The Radical Mormon publication. This was likely the first attempt to make a web portal for latter-day saint people, and this pioneering effort helped to inspire many other sites to do likewise. Radical set itself apart as a place where devout and sincere LDS and mormons could intelligently discuss controversial doctrines in a positive light, at a time when the anti-mormon forces were very powerful on the web. The publication has been active off and on ever since that time. If you are not familiar with it, you might want to have a look at it. This site broke new ground at the time that it was started in 1999. http://proclus.tripod.com/radical/ For those who are already familiar with The Radical Mormon, you might be interested to know that the editors and contributors have recently started work on some historical information regarding the publication, which provides many links to related websites. You can have an advance look, and see as it evolves. http://proclus.tripod.com/radical/editor.html Some of you may even like to contribute something; help us fix broken links, contribute a news item, editorial, or personal story. If you were a part of the activity that spawned The Radical Mormon, you might like to submit your link for inclusion on our contributors page. Regards, proclus http://www.gnu-darwin.org/