From steven at stevencochran.com Sat Jan 2 20:35:11 2010 From: steven at stevencochran.com (steven at stevencochran.com) Date: Sat, 2 Jan 2010 20:35:11 -0500 Subject: [rt-users] Screening user list from certain accounts on ticket forms Message-ID: Hello, I am looking to build concurrent queue systems insulated from each other on the same RT server. The problem I am running into right now is that when someone in one queue system goes to assign ownership of a ticket, they see all the users in the drop down. What am I overlooking? To test this, I made a set of "Demo" queues, and two groups: "Demo managers" and "Demo workers." There is a member in each group, and the groups (and only these two groups) are members of the demo queues. But, the demomgr account can assign ticket ownership to server admins and managers through the drop-down list. The demomgr account cannot see any other queues or make tickets for any queues but the demo queues. From ktm at rice.edu Sun Jan 3 15:07:58 2010 From: ktm at rice.edu (Kenneth Marshall) Date: Sun, 3 Jan 2010 14:07:58 -0600 Subject: [rt-users] Screening user list from certain accounts on ticket forms In-Reply-To: References: Message-ID: <20100103200758.GB16931@it.is.rice.edu> On Sat, Jan 02, 2010 at 08:35:11PM -0500, steven at stevencochran.com wrote: > Hello, I am looking to build concurrent queue systems insulated from each > other on the same RT server. The problem I am running into right now is that > when someone in one queue system goes to assign ownership of a ticket, they > see all the users in the drop down. What am I overlooking? To test this, I > made a set of "Demo" queues, and two groups: "Demo managers" and "Demo > workers." There is a member in each group, and the groups (and only these > two groups) are members of the demo queues. > > But, the demomgr account can assign ticket ownership to server admins and > managers through the drop-down list. The demomgr account cannot see any > other queues or make tickets for any queues but the demo queues. > Hi Steven, I just dealt with this same issue. Kevin Falcone gave me the following correct response: > This means you've given Privileged users OwnTicket somewhere (possible > on a disabled queue) > > -kevin In my case, it was not the Privileged users group but another widely used group which caused a much larger list of possible owners for a ticket. Check all groups for the OwnTicket privelege for the problem. Once you remove that from the wrong groups, you will have the isolation you need. Regards, Ken From tgpfeiffer at web.de Sun Jan 3 15:25:37 2010 From: tgpfeiffer at web.de (Tobias G. Pfeiffer) Date: Sun, 3 Jan 2010 21:25:37 +0100 Subject: [rt-users] ExternalAuth+LDAP questions/oddities In-Reply-To: <200912311148.43211.tgpfeiffer@web.de> References: <200912222019.13985.tgpfeiffer@web.de> <435CB3214F92FD4E8E5CEEB86A20440240F8ABD44B@MAILBOX.tbcnet.biltmore.com> <200912311148.43211.tgpfeiffer@web.de> Message-ID: <201001032125.37232.tgpfeiffer@web.de> Hi! Am Donnerstag, 31. Dezember 2009, 11:48 schrieb Tobias G. Pfeiffer: > Do I need to set *any other* options for "use plugins" or "try other > authentication methods" or so? I solved the problem: The CPAN installation of the ExternalAuth plugin set the directory permissions wrong, i.e. apache couldn't access the plugin's "html" subfolder. LDAP auth is working fine now :-) Bye Tobias -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: This is a digitally signed message part. URL: From jesse at bestpractical.com Sun Jan 3 16:44:51 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 3 Jan 2010 16:44:51 -0500 Subject: [rt-users] time ticket creation incorrect In-Reply-To: <2956be2d0912310707j7ca35014s658216d56c86add1@mail.gmail.com> References: <2956be2d0912310707j7ca35014s658216d56c86add1@mail.gmail.com> Message-ID: <20100103214451.GB6834@bestpractical.com> On Thu, Dec 31, 2009 at 05:07:44PM +0200, Jac Gubbels wrote: > Hi, > > Today I noticed the ticket creation time is between 25 and 28 minutes > earlier than the time the ticket actually got created. After submitting a > ticket through email the 'last updated' time is correct but the creation > time is wrong. Now, given the fact that we are close to half an hour off, I > concluded it is not a time zone issue. It is also not the server time, as I > checked that that is correct. So my question: Would anybody have an idea on > what causes the creation time to end up wrong in the database!? > That's _very_ wrong. Maybe your database got started at a time when your clock was badly off? I've got _no_ idea, though. > Looking forward to your replies! > > Jac Gubbels > Istanbul, Turkey. > Jac > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- From jpierce at cambridgeenergyalliance.org Sun Jan 3 20:44:14 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Sun, 3 Jan 2010 20:44:14 -0500 Subject: [rt-users] Screening user list from certain accounts on ticket forms In-Reply-To: <20100103200758.GB16931@it.is.rice.edu> References: <20100103200758.GB16931@it.is.rice.edu> Message-ID: The RightsMatrix extension can be very handy here, and in general. -- Cambridge Energy Alliance: Save money. Save the planet. From jhj.gubbels at gmail.com Mon Jan 4 01:38:33 2010 From: jhj.gubbels at gmail.com (Jac Gubbels) Date: Mon, 4 Jan 2010 08:38:33 +0200 Subject: [rt-users] time ticket creation incorrect In-Reply-To: <20100103214451.GB6834@bestpractical.com> References: <2956be2d0912310707j7ca35014s658216d56c86add1@mail.gmail.com> <20100103214451.GB6834@bestpractical.com> Message-ID: <2956be2d1001032238l278ee05ej27d888e974c5ecdb@mail.gmail.com> hmmm, but both the server time and 'Select NOW()' give the correct time ... Where else should I be looking? (a mysql forum probably :) ) -- Jac On Sun, Jan 3, 2010 at 11:44 PM, Jesse Vincent wrote: > > > > On Thu, Dec 31, 2009 at 05:07:44PM +0200, Jac Gubbels wrote: > > Hi, > > > > Today I noticed the ticket creation time is between 25 and 28 minutes > > earlier than the time the ticket actually got created. After submitting a > > ticket through email the 'last updated' time is correct but the creation > > time is wrong. Now, given the fact that we are close to half an hour off, > I > > concluded it is not a time zone issue. It is also not the server time, as > I > > checked that that is correct. So my question: Would anybody have an idea > on > > what causes the creation time to end up wrong in the database!? > > > > That's _very_ wrong. Maybe your database got started at a time when > your clock was badly off? I've got _no_ idea, though. > > > Looking forward to your replies! > > > > Jac Gubbels > > Istanbul, Turkey. > > Jac > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > -- > -------------- next part -------------- An HTML attachment was scrubbed... URL: From m.seaman at infracaninophile.co.uk Mon Jan 4 02:30:10 2010 From: m.seaman at infracaninophile.co.uk (Matthew Seaman) Date: Mon, 04 Jan 2010 07:30:10 +0000 Subject: [rt-users] Screening user list from certain accounts on ticket forms In-Reply-To: References: <20100103200758.GB16931@it.is.rice.edu> Message-ID: <4B419902.6060209@infracaninophile.co.uk> Jerrad Pierce wrote: > The RightsMatrix extension can be very handy here, and in general. Does that work with 3.8.x? I was under the impression it's 3.6.x compatible only. Cheers, Matthew -- Dr Matthew J Seaman MA, D.Phil. 7 Priory Courtyard Flat 3 PGP: http://www.infracaninophile.co.uk/pgpkey Ramsgate Kent, CT11 9PW -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 259 bytes Desc: OpenPGP digital signature URL: From cgarcia at ific.uv.es Mon Jan 4 03:13:38 2010 From: cgarcia at ific.uv.es (Carlos Garcia Montoro) Date: Mon, 04 Jan 2010 09:13:38 +0100 Subject: [rt-users] *****SPAM***** Re: Is there an easy way to disable attach files? In-Reply-To: <20091223143137.GM867@jibsheet.com> References: <4B31F111.3080704@ific.uv.es> <20091223143137.GM867@jibsheet.com> Message-ID: <4B41A332.9040007@ific.uv.es> Hi Kevin, list, Sorry for the late answer. I was on holidays... Your solution works. It prevents to upload files to RT but only if DropLongAttachments is defined. The only complain that I have about it is that it discard the file silently. The user sees that the upload of file has been recorded thus s/he thinks that the file is there. Only if s/he clicks the link of the file s/he can read "Large attachment dropped". It is not a big issue, but I would rather warm before and I probably wouldn't record this failed upload. Thanking you for your help, Carlos Kevin Falcone wrote: > On Wed, Dec 23, 2009 at 11:29:37AM +0100, Carlos Garcia Montoro wrote: >> Hi, >> >> I'm being responsible to deploy RT on our institution. My boss >> doesn't want to allow the upload of attached files to tickets, so >> I'm disabling it. I thought that it would be possible though >> etc/RT_SiteConfig.pm. I have set MaxAttachmentSize to 0, but even >> with a 0 value the system let me upload files which I can later >> retrieve (hence they are on the database). > > What happens if you set this to 1 instead of 0 and also set > DropLongAttachments? > > -kevin > >> I now that I can copy every share/html file where there is an >> "upload field" to local/html and edit them to remove the code that >> shows this field, but that means at least editing 3 pages >> (Ticket/Create.html, Ticket/Update.html and Ticket/ModifyAll.html). >> Before I continue, I ask myself, and want to ask you, if there is an >> easier/better way to disable the upload of files. >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> ------------------------------------------------------------------------ >> >> Spam detection software, running on the system "hal.ific.uv.es", has >> identified this incoming email as possible spam. The original message >> has been attached to this so you can view it (if it isn't spam) or label >> similar future email. If you have any questions, see >> the administrator of that system for details. >> >> Content preview: On Wed, Dec 23, 2009 at 11:29:37AM +0100, Carlos Garcia >> Montoro wrote: > Hi, > > I'm being responsible to deploy RT on our >> institution. My boss > doesn't want to allow the upload of attached >> files to tickets, so > I'm disabling it. I thought that it would be >> possible though > etc/RT_SiteConfig.pm. I have set MaxAttachmentSize to >> 0, but even > with a 0 value the system let me upload files which I can >> later > retrieve (hence they are on the database). [...] >> >> Content analysis details: (5.5 points, 5.0 required) >> >> pts rule name description >> ---- ---------------------- -------------------------------------------------- >> 2.5 FORGED_RCVD_HELO Received: contains a forged HELO >> 3.0 KXLINKRR_BODY BODY: Body contains suspicious link >> >> -- _______ _______________________________________________________________ | __ __ | Carlos Garc?a Montoro Ingeniero Inform?tico |_\_Y_/_| Instituto de F?sica Corpuscular Centro Mixto CSIC - UV |\_] [_/| Servicios Inform?ticos | [_] | Edificio Institutos de Investigaci?n cgarcia at ific.uv.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 963543706 |_______| Espa?a / Spain Fax: +34 963543488 -------------- next part -------------- A non-text attachment was scrubbed... Name: cgarcia.vcf Type: text/x-vcard Size: 441 bytes Desc: not available URL: From gabriel at impactteachers.com Mon Jan 4 03:12:37 2010 From: gabriel at impactteachers.com (Mr Gabriel) Date: Mon, 04 Jan 2010 08:12:37 +0000 Subject: [rt-users] RTIR via RPM only? Message-ID: <4B41A2F5.9040001@impactteachers.com> Dear All, I'm trying to install an instance of RT with RTIR, using only RPM's. is this possible? Usually, I'd use source, but this is a client request From fgomez at cica.es Mon Jan 4 07:45:26 2010 From: fgomez at cica.es (=?ISO-8859-1?Q?Francisco_G=F3mez_Mar=EDn?=) Date: Mon, 04 Jan 2010 13:45:26 +0100 Subject: [rt-users] Custom commands in CommandByMail Message-ID: <4B41E2E6.6080005@cica.es> Hi everybody, I have a working RT3.8.7 with the CommandByMail plugin installed, however I would like to "create" some commands (translations of the default commands from the plugin to my language, so 'Priority' would be 'Prioridad' in spanish). Is there any way of command customization through the plugin? -- Francisco G?mez Mar?n Depatamento de Seguridad Centro Inform?tico Cient?fico de Andaluc?a (CICA) Avda. Reina Mercedes s/n - 41012 - Sevilla (Spain) Tfno.: +34 955 056 600 / FAX: +34 955 056 650 Consejer?a de Innovaci?n, Ciencia y Empresa Junta de Andaluc?a From serak at rice.edu Mon Jan 4 10:45:12 2010 From: serak at rice.edu (Niki Serakiotou) Date: Mon, 4 Jan 2010 09:45:12 -0600 Subject: [rt-users] Custom commands by Email In-Reply-To: References: Message-ID: <000e01ca8d54$e6c686a0$b45393e0$@edu> If the CommandByEmail plugin worked for setting Custom Fields, you could create a custom fields and set it. But I have not been able to set custom fields by mail! Has anybody tried CustomField.{CFName}: Or CF.{CFName}: Or the AddCF versions? And can someone point the difference between CF.{CFName} and AddCF.{CFName}? There is one instance of someone claiming he looked at the code and found out how to use them, but he did not say how. They sure don't work like the wiki claims they should... Niki Serakiotou Client Services Manager Rice University Division of Information Technology cell: 713-992-1327 office: 713-348-4887 Address: Mudd 106C, Rice University, 1600 Main Street, Houston, TX 77005 > Message: 9 > Date: Mon, 04 Jan 2010 13:45:26 +0100 > From: Francisco G?mez Mar?n > Subject: [rt-users] Custom commands in CommandByMail > To: RT Users > Message-ID: <4B41E2E6.6080005 at cica.es> > Content-Type: text/plain; charset=ISO-8859-1; format=flowed > > Hi everybody, > > I have a working RT3.8.7 with the CommandByMail plugin installed, > however I would like to "create" some commands (translations of the > default commands from the plugin to my language, so 'Priority' would be > 'Prioridad' in spanish). Is there any way of command customization > through the plugin? > > -- > Francisco G?mez Mar?n > Depatamento de Seguridad > Centro Inform?tico Cient?fico de Andaluc?a (CICA) > Avda. Reina Mercedes s/n - 41012 - Sevilla (Spain) > Tfno.: +34 955 056 600 / FAX: +34 955 056 650 > Consejer?a de Innovaci?n, Ciencia y Empresa > Junta de Andaluc?a > > > ------------------------------ > > _______________________________________________ > 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 70, Issue 2 > *************************************** From serak at rice.edu Mon Jan 4 12:05:21 2010 From: serak at rice.edu (Niki Serakiotou) Date: Mon, 4 Jan 2010 11:05:21 -0600 Subject: [rt-users] Found how to update Custom Fields using CommandByEmail In-Reply-To: References: Message-ID: <00b501ca8d60$195c32d0$4c149870$@edu> The correct syntax is CustomField{CFname}: If the mail is creating a new ticket, the Queue should be set at the top of the email, so the Custom Field that is specific to the queue can be updated. Thanks to Kenneth Marshall for figuring this out! Niki Serakiotou Client Services Manager Rice University Division of Information Technology cell: 713-992-1327 office: 713-348-4887 Address: Mudd 106C, Rice University, 1600 Main Street, Houston, TX 77005 > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of rt-users- > request at lists.bestpractical.com > Sent: Monday, January 04, 2010 7:49 AM > To: rt-users at lists.bestpractical.com > Subject: RT-Users Digest, Vol 70, Issue 2 > > 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: Screening user list from certain accounts on ticket > forms > (Kenneth Marshall) > 2. Re: ExternalAuth+LDAP questions/oddities (Tobias G. Pfeiffer) > 3. Re: time ticket creation incorrect (Jesse Vincent) > 4. Re: Screening user list from certain accounts on ticket forms > (Jerrad Pierce) > 5. Re: time ticket creation incorrect (Jac Gubbels) > 6. Re: Screening user list from certain accounts on ticket forms > (Matthew Seaman) > 7. Re: *****SPAM***** Re: Is there an easy way to disable attach > files? (Carlos Garcia Montoro) > 8. RTIR via RPM only? (Mr Gabriel) > 9. Custom commands in CommandByMail (Francisco G?mez Mar?n) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Sun, 3 Jan 2010 14:07:58 -0600 > From: Kenneth Marshall > Subject: Re: [rt-users] Screening user list from certain accounts on > ticket forms > To: steven at stevencochran.com > Cc: rt-users at lists.bestpractical.com > Message-ID: <20100103200758.GB16931 at it.is.rice.edu> > Content-Type: text/plain; charset=us-ascii > > On Sat, Jan 02, 2010 at 08:35:11PM -0500, steven at stevencochran.com > wrote: > > Hello, I am looking to build concurrent queue systems insulated from > each > > other on the same RT server. The problem I am running into right now > is that > > when someone in one queue system goes to assign ownership of a > ticket, they > > see all the users in the drop down. What am I overlooking? To test > this, I > > made a set of "Demo" queues, and two groups: "Demo managers" and > "Demo > > workers." There is a member in each group, and the groups (and only > these > > two groups) are members of the demo queues. > > > > But, the demomgr account can assign ticket ownership to server admins > and > > managers through the drop-down list. The demomgr account cannot see > any > > other queues or make tickets for any queues but the demo queues. > > > > Hi Steven, > > I just dealt with this same issue. Kevin Falcone gave me the following > correct response: > > > This means you've given Privileged users OwnTicket somewhere > (possible > > on a disabled queue) > > > > -kevin > > In my case, it was not the Privileged users group but another widely > used group which caused a much larger list of possible owners for a > ticket. > Check all groups for the OwnTicket privelege for the problem. Once you > remove that from the wrong groups, you will have the isolation you > need. > > Regards, > Ken > > > ------------------------------ > > Message: 2 > Date: Sun, 3 Jan 2010 21:25:37 +0100 > From: "Tobias G. Pfeiffer" > Subject: Re: [rt-users] ExternalAuth+LDAP questions/oddities > To: rt-users at lists.bestpractical.com > Message-ID: <201001032125.37232.tgpfeiffer at web.de> > Content-Type: text/plain; charset="us-ascii" > > Hi! > > Am Donnerstag, 31. Dezember 2009, 11:48 schrieb Tobias G. Pfeiffer: > > Do I need to set *any other* options for "use plugins" or "try other > > authentication methods" or so? > > I solved the problem: The CPAN installation of the ExternalAuth plugin > set the directory permissions wrong, i.e. apache couldn't access the > plugin's "html" subfolder. LDAP auth is working fine now :-) > > Bye > Tobias > -------------- next part -------------- > A non-text attachment was scrubbed... > Name: not available > Type: application/pgp-signature > Size: 197 bytes > Desc: This is a digitally signed message part. > Url : http://lists.bestpractical.com/pipermail/rt- > users/attachments/20100103/5c194122/attachment-0001.pgp > > ------------------------------ > > Message: 3 > Date: Sun, 3 Jan 2010 16:44:51 -0500 > From: Jesse Vincent > Subject: Re: [rt-users] time ticket creation incorrect > To: Jac Gubbels > Cc: rt-users at lists.bestpractical.com > Message-ID: <20100103214451.GB6834 at bestpractical.com> > Content-Type: text/plain; charset=us-ascii > > > > > On Thu, Dec 31, 2009 at 05:07:44PM +0200, Jac Gubbels wrote: > > Hi, > > > > Today I noticed the ticket creation time is between 25 and 28 minutes > > earlier than the time the ticket actually got created. After > submitting a > > ticket through email the 'last updated' time is correct but the > creation > > time is wrong. Now, given the fact that we are close to half an hour > off, I > > concluded it is not a time zone issue. It is also not the server > time, as I > > checked that that is correct. So my question: Would anybody have an > idea on > > what causes the creation time to end up wrong in the database!? > > > > That's _very_ wrong. Maybe your database got started at a time when > your clock was badly off? I've got _no_ idea, though. > > > Looking forward to your replies! > > > > Jac Gubbels > > Istanbul, Turkey. > > Jac > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > -- > > > ------------------------------ > > Message: 4 > Date: Sun, 3 Jan 2010 20:44:14 -0500 > From: Jerrad Pierce > Subject: Re: [rt-users] Screening user list from certain accounts on > ticket forms > To: rt-users at lists.bestpractical.com > Message-ID: > > Content-Type: text/plain; charset=ISO-8859-1 > > The RightsMatrix extension can be very handy here, and in general. > > -- > Cambridge Energy Alliance: Save money. Save the planet. > > > ------------------------------ > > Message: 5 > Date: Mon, 4 Jan 2010 08:38:33 +0200 > From: Jac Gubbels > Subject: Re: [rt-users] time ticket creation incorrect > To: Jesse Vincent > Cc: rt-users at lists.bestpractical.com > Message-ID: > <2956be2d1001032238l278ee05ej27d888e974c5ecdb at mail.gmail.com> > Content-Type: text/plain; charset="utf-8" > > hmmm, but both the server time and 'Select NOW()' give the correct time > ... > Where else should I be looking? (a mysql forum probably :) ) > -- Jac > > > On Sun, Jan 3, 2010 at 11:44 PM, Jesse Vincent > wrote: > > > > > > > > > On Thu, Dec 31, 2009 at 05:07:44PM +0200, Jac Gubbels wrote: > > > Hi, > > > > > > Today I noticed the ticket creation time is between 25 and 28 > minutes > > > earlier than the time the ticket actually got created. After > submitting a > > > ticket through email the 'last updated' time is correct but the > creation > > > time is wrong. Now, given the fact that we are close to half an > hour off, > > I > > > concluded it is not a time zone issue. It is also not the server > time, as > > I > > > checked that that is correct. So my question: Would anybody have an > idea > > on > > > what causes the creation time to end up wrong in the database!? > > > > > > > That's _very_ wrong. Maybe your database got started at a time when > > your clock was badly off? I've got _no_ idea, though. > > > > > Looking forward to your replies! > > > > > > Jac Gubbels > > > Istanbul, Turkey. > > > Jac > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com > > > Commercial support: sales at bestpractical.com > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media. > > > Buy a copy at http://rtbook.bestpractical.com > > > > -- > > > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: http://lists.bestpractical.com/pipermail/rt- > users/attachments/20100104/17bc8085/attachment-0001.htm > > ------------------------------ > > Message: 6 > Date: Mon, 04 Jan 2010 07:30:10 +0000 > From: Matthew Seaman > Subject: Re: [rt-users] Screening user list from certain accounts on > ticket forms > To: Jerrad Pierce > Cc: rt-users at lists.bestpractical.com > Message-ID: <4B419902.6060209 at infracaninophile.co.uk> > Content-Type: text/plain; charset="iso-8859-1" > > Jerrad Pierce wrote: > > The RightsMatrix extension can be very handy here, and in general. > > Does that work with 3.8.x? I was under the impression it's 3.6.x > compatible only. > > Cheers, > > Matthew > > -- > Dr Matthew J Seaman MA, D.Phil. 7 Priory Courtyard > Flat 3 > PGP: http://www.infracaninophile.co.uk/pgpkey Ramsgate > Kent, CT11 9PW > > -------------- next part -------------- > A non-text attachment was scrubbed... > Name: signature.asc > Type: application/pgp-signature > Size: 259 bytes > Desc: OpenPGP digital signature > Url : http://lists.bestpractical.com/pipermail/rt- > users/attachments/20100104/f258459d/attachment-0001.pgp > > ------------------------------ > > Message: 7 > Date: Mon, 04 Jan 2010 09:13:38 +0100 > From: Carlos Garcia Montoro > Subject: Re: [rt-users] *****SPAM***** Re: Is there an easy way to > disable attach files? > To: rt-users at lists.bestpractical.com > Message-ID: <4B41A332.9040007 at ific.uv.es> > Content-Type: text/plain; charset="iso-8859-1" > > Hi Kevin, list, > > Sorry for the late answer. I was on holidays... > > Your solution works. It prevents to upload files to RT but only if > DropLongAttachments is defined. The only complain that I have about it > is that it discard the file silently. The user sees that the upload of > file has been recorded thus s/he thinks that the file is there. Only if > s/he clicks the link of the file s/he can read "Large attachment > dropped". It is not a big issue, but I would rather warm before and I > probably wouldn't record this failed upload. > > Thanking you for your help, > Carlos > > Kevin Falcone wrote: > > On Wed, Dec 23, 2009 at 11:29:37AM +0100, Carlos Garcia Montoro > wrote: > >> Hi, > >> > >> I'm being responsible to deploy RT on our institution. My boss > >> doesn't want to allow the upload of attached files to tickets, so > >> I'm disabling it. I thought that it would be possible though > >> etc/RT_SiteConfig.pm. I have set MaxAttachmentSize to 0, but even > >> with a 0 value the system let me upload files which I can later > >> retrieve (hence they are on the database). > > > > What happens if you set this to 1 instead of 0 and also set > > DropLongAttachments? > > > > -kevin > > > >> I now that I can copy every share/html file where there is an > >> "upload field" to local/html and edit them to remove the code that > >> shows this field, but that means at least editing 3 pages > >> (Ticket/Create.html, Ticket/Update.html and Ticket/ModifyAll.html). > >> Before I continue, I ask myself, and want to ask you, if there is an > >> easier/better way to disable the upload of files. > >> > >> -------------------------------------------------------------------- > ---- > >> > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Community help: http://wiki.bestpractical.com > >> Commercial support: sales at bestpractical.com > >> > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >> Buy a copy at http://rtbook.bestpractical.com > >> > >> -------------------------------------------------------------------- > ---- > >> > >> Spam detection software, running on the system "hal.ific.uv.es", has > >> identified this incoming email as possible spam. The original > message > >> has been attached to this so you can view it (if it isn't spam) or > label > >> similar future email. If you have any questions, see > >> the administrator of that system for details. > >> > >> Content preview: On Wed, Dec 23, 2009 at 11:29:37AM +0100, Carlos > Garcia > >> Montoro wrote: > Hi, > > I'm being responsible to deploy RT on our > >> institution. My boss > doesn't want to allow the upload of > attached > >> files to tickets, so > I'm disabling it. I thought that it would > be > >> possible though > etc/RT_SiteConfig.pm. I have set > MaxAttachmentSize to > >> 0, but even > with a 0 value the system let me upload files which > I can > >> later > retrieve (hence they are on the database). [...] > >> > >> Content analysis details: (5.5 points, 5.0 required) > >> > >> pts rule name description > >> ---- ---------------------- ---------------------------------------- > ---------- > >> 2.5 FORGED_RCVD_HELO Received: contains a forged HELO > >> 3.0 KXLINKRR_BODY BODY: Body contains suspicious link > >> > >> > > -- > _______ > _______________________________________________________________ > | __ __ | Carlos Garc?a Montoro Ingeniero > Inform?tico > |_\_Y_/_| Instituto de F?sica Corpuscular Centro Mixto CSIC - > UV > |\_] [_/| Servicios Inform?ticos > | [_] | Edificio Institutos de Investigaci?n > cgarcia at ific.uv.es > |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 > 963543706 > |_______| Espa?a / Spain Fax: +34 > 963543488 > -------------- next part -------------- > A non-text attachment was scrubbed... > Name: cgarcia.vcf > Type: text/x-vcard > Size: 441 bytes > Desc: not available > Url : http://lists.bestpractical.com/pipermail/rt- > users/attachments/20100104/b749a58f/attachment-0001.vcf > > ------------------------------ > > Message: 8 > Date: Mon, 04 Jan 2010 08:12:37 +0000 > From: "Mr Gabriel" > Subject: [rt-users] RTIR via RPM only? > To: "RT Users" > Message-ID: <4B41A2F5.9040001 at impactteachers.com> > Content-Type: text/plain; format=flowed; charset="ISO-8859-1" > > Dear All, > > I'm trying to install an instance of RT with RTIR, using only RPM's. is > this possible? Usually, I'd use source, but this is a client request > > > ------------------------------ > > Message: 9 > Date: Mon, 04 Jan 2010 13:45:26 +0100 > From: Francisco G?mez Mar?n > Subject: [rt-users] Custom commands in CommandByMail > To: RT Users > Message-ID: <4B41E2E6.6080005 at cica.es> > Content-Type: text/plain; charset=ISO-8859-1; format=flowed > > Hi everybody, > > I have a working RT3.8.7 with the CommandByMail plugin installed, > however I would like to "create" some commands (translations of the > default commands from the plugin to my language, so 'Priority' would be > 'Prioridad' in spanish). Is there any way of command customization > through the plugin? > > -- > Francisco G?mez Mar?n > Depatamento de Seguridad > Centro Inform?tico Cient?fico de Andaluc?a (CICA) > Avda. Reina Mercedes s/n - 41012 - Sevilla (Spain) > Tfno.: +34 955 056 600 / FAX: +34 955 056 650 > Consejer?a de Innovaci?n, Ciencia y Empresa > Junta de Andaluc?a > > > ------------------------------ > > _______________________________________________ > 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 70, Issue 2 > *************************************** From falcone at bestpractical.com Mon Jan 4 14:43:52 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 4 Jan 2010 14:43:52 -0500 Subject: [rt-users] Screening user list from certain accounts on ticket forms In-Reply-To: <4B419902.6060209@infracaninophile.co.uk> References: <20100103200758.GB16931@it.is.rice.edu> <4B419902.6060209@infracaninophile.co.uk> Message-ID: <20100104194352.GE3556@jibsheet.com> On Mon, Jan 04, 2010 at 07:30:10AM +0000, Matthew Seaman wrote: > Jerrad Pierce wrote: > >The RightsMatrix extension can be very handy here, and in general. > > Does that work with 3.8.x? I was under the impression it's 3.6.x > compatible only. The documentation and the Module::Install::RTx it uses are outdated (see the following bug) http://rt.cpan.org/Public/Bug/Display.html?id=48360 but people report using it under 3.8 I've not tried -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 Mon Jan 4 14:50:29 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 4 Jan 2010 14:50:29 -0500 Subject: [rt-users] *****SPAM***** Re: Is there an easy way to disable attach files? In-Reply-To: <4B41A332.9040007@ific.uv.es> References: <4B31F111.3080704@ific.uv.es> <20091223143137.GM867@jibsheet.com> <4B41A332.9040007@ific.uv.es> Message-ID: <20100104195029.GF3556@jibsheet.com> On Mon, Jan 04, 2010 at 09:13:38AM +0100, Carlos Garcia Montoro wrote: > Hi Kevin, list, > > Sorry for the late answer. I was on holidays... > > Your solution works. It prevents to upload files to RT but only if > DropLongAttachments is defined. The only complain that I have about > it is that it discard the file silently. The user sees that the > upload of file has been recorded thus s/he thinks that the file is > there. Only if s/he clicks the link of the file s/he can read "Large > attachment dropped". It is not a big issue, but I would rather warm > before and I probably wouldn't record this failed upload. Unfortunately, thats going to require some coding to say that an error occurred (RT doesn't see it as an error, it just sees it as trimming your attachment to a byte) -kevin > Kevin Falcone wrote: > >On Wed, Dec 23, 2009 at 11:29:37AM +0100, Carlos Garcia Montoro wrote: > >>Hi, > >> > >>I'm being responsible to deploy RT on our institution. My boss > >>doesn't want to allow the upload of attached files to tickets, so > >>I'm disabling it. I thought that it would be possible though > >>etc/RT_SiteConfig.pm. I have set MaxAttachmentSize to 0, but even > >>with a 0 value the system let me upload files which I can later > >>retrieve (hence they are on the database). > > > >What happens if you set this to 1 instead of 0 and also set > >DropLongAttachments? > > > >-kevin > > > >>I now that I can copy every share/html file where there is an > >>"upload field" to local/html and edit them to remove the code that > >>shows this field, but that means at least editing 3 pages > >>(Ticket/Create.html, Ticket/Update.html and Ticket/ModifyAll.html). > >>Before I continue, I ask myself, and want to ask you, if there is an > >>easier/better way to disable the upload of files. -------------- 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 Mon Jan 4 15:00:42 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 4 Jan 2010 15:00:42 -0500 Subject: [rt-users] Retain Cc and Bcc's for teh whole ticket thread. In-Reply-To: <003d01ca8a25$d190a0e0$74b1e2a0$@r@glowtouch.com> References: <003d01ca8a25$d190a0e0$74b1e2a0$@r@glowtouch.com> Message-ID: <20100104200042.GG3556@jibsheet.com> On Thu, Dec 31, 2009 at 08:00:34PM +0530, H Manohar Rayker wrote: > How do I retain the Cc and Bcc list for the entire thread from starting to end in RT? Add them from the People tab, rather than as one-time-cc one-time-bccs during a reply. > I am using RT 3.8.4. Also there are some mail display formatting issues when sent the mails > through Outlook (2k3 & 2k7) as they appear as attachment in the response mail received in my > outlook program. Can this be solved by upgrading to 3.8.7 or is there any other fix for this? There are a number of fixes in 3.8.7 related to this, but there are also commits on 3.8-trunk that won't be released until 3.8.8 -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From mathieu at closetwork.org Mon Jan 4 15:06:12 2010 From: mathieu at closetwork.org (Mathieu Longtin) Date: Mon, 4 Jan 2010 15:06:12 -0500 Subject: [rt-users] mod_perl took huge amount of memory until I cleaned mason_data and session_data Message-ID: <539eb5521001041206y607c5e3diede6f51799925c63@mail.gmail.com> I just saw something really odd with RT 3.8.6. One of our system process generated 30K tickets in RT. From that point on, Apache would eat up all the memory on the server and force us to reboot. I ran an rt-crontool job to reject all those messages. This part has a huge memory leak, so I had to watch the process and restart it and when it used to much memory. Where it got weird is once all the 30K messages were rejected, I restarted the web server, and right at the first web page request, one of the apache process took 3GB of RAM. Then another one did the same, and on... So I had to reboot the server once more. I managed to fix it by cleaning mason_data and session_data. I have no idea why that would do anything, but that fixed it. Maybe some weird memory leak. -- Mathieu Longtin 1-514-803-8977 -------------- next part -------------- An HTML attachment was scrubbed... URL: From tyler at tylerhall.net Mon Jan 4 15:43:33 2010 From: tyler at tylerhall.net (Tyler Hall) Date: Mon, 4 Jan 2010 13:43:33 -0700 Subject: [rt-users] Exporting tickets for management viewing In-Reply-To: <86d53a100912220927o221550ado3b89cd63b8a64f52@mail.gmail.com> References: <86d53a100912220927o221550ado3b89cd63b8a64f52@mail.gmail.com> Message-ID: <86d53a101001041243k166956d5vced4c297002ff9a4@mail.gmail.com> Is there a plugin or module that will allow a ticket to be exported? There has been several times where upper management has wanted to view a RT ticket, however they don't have logins, it would be easier to export it and email it off. From falcone at bestpractical.com Mon Jan 4 15:47:59 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 4 Jan 2010 15:47:59 -0500 Subject: [rt-users] Exporting tickets for management viewing In-Reply-To: <86d53a101001041243k166956d5vced4c297002ff9a4@mail.gmail.com> References: <86d53a100912220927o221550ado3b89cd63b8a64f52@mail.gmail.com> <86d53a101001041243k166956d5vced4c297002ff9a4@mail.gmail.com> Message-ID: <20100104204759.GH3556@jibsheet.com> On Mon, Jan 04, 2010 at 01:43:33PM -0700, Tyler Hall wrote: > Is there a plugin or module that will allow a ticket to be exported? > There has been several times where upper management has wanted to view > a RT ticket, however they don't have logins, it would be easier to > export it and email it off. Export to what? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From tyler at tylerhall.net Mon Jan 4 15:48:58 2010 From: tyler at tylerhall.net (Tyler Hall) Date: Mon, 4 Jan 2010 13:48:58 -0700 Subject: [rt-users] Exporting tickets for management viewing In-Reply-To: <20100104204759.GH3556@jibsheet.com> References: <86d53a100912220927o221550ado3b89cd63b8a64f52@mail.gmail.com> <86d53a101001041243k166956d5vced4c297002ff9a4@mail.gmail.com> <20100104204759.GH3556@jibsheet.com> Message-ID: <86d53a101001041248t6cbfd49ey1440748ab78f727a@mail.gmail.com> Some kind of readable text. From william.graboyes at theportalgrp.com Mon Jan 4 15:57:33 2010 From: william.graboyes at theportalgrp.com (William Graboyes) Date: Mon, 4 Jan 2010 12:57:33 -0800 Subject: [rt-users] Exporting tickets for management viewing In-Reply-To: <86d53a101001041248t6cbfd49ey1440748ab78f727a@mail.gmail.com> References: <86d53a100912220927o221550ado3b89cd63b8a64f52@mail.gmail.com> <86d53a101001041243k166956d5vced4c297002ff9a4@mail.gmail.com> <20100104204759.GH3556@jibsheet.com> <86d53a101001041248t6cbfd49ey1440748ab78f727a@mail.gmail.com> Message-ID: <8a5c3dac1001041257v96dc2dcm59df972048757718@mail.gmail.com> Hi Tyler, What version of rt are you using? Thanks, Bill On Mon, Jan 4, 2010 at 12:48 PM, Tyler Hall wrote: > Some kind of readable text. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From tyler at tylerhall.net Mon Jan 4 15:59:31 2010 From: tyler at tylerhall.net (Tyler Hall) Date: Mon, 4 Jan 2010 13:59:31 -0700 Subject: [rt-users] Exporting tickets for management viewing In-Reply-To: <8a5c3dac1001041257v96dc2dcm59df972048757718@mail.gmail.com> References: <86d53a100912220927o221550ado3b89cd63b8a64f52@mail.gmail.com> <86d53a101001041243k166956d5vced4c297002ff9a4@mail.gmail.com> <20100104204759.GH3556@jibsheet.com> <86d53a101001041248t6cbfd49ey1440748ab78f727a@mail.gmail.com> <8a5c3dac1001041257v96dc2dcm59df972048757718@mail.gmail.com> Message-ID: <86d53a101001041259x4adea3e8r4247c367bd0eaf3@mail.gmail.com> 3.8.2 On Mon, Jan 4, 2010 at 1:57 PM, William Graboyes wrote: > Hi Tyler, > > What version of rt are you using? > > Thanks, > Bill > > > On Mon, Jan 4, 2010 at 12:48 PM, Tyler Hall wrote: >> >> Some kind of readable text. >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > From william.graboyes at theportalgrp.com Mon Jan 4 16:07:43 2010 From: william.graboyes at theportalgrp.com (William Graboyes) Date: Mon, 4 Jan 2010 13:07:43 -0800 Subject: [rt-users] Exporting tickets for management viewing In-Reply-To: <86d53a101001041259x4adea3e8r4247c367bd0eaf3@mail.gmail.com> References: <86d53a100912220927o221550ado3b89cd63b8a64f52@mail.gmail.com> <86d53a101001041243k166956d5vced4c297002ff9a4@mail.gmail.com> <20100104204759.GH3556@jibsheet.com> <86d53a101001041248t6cbfd49ey1440748ab78f727a@mail.gmail.com> <8a5c3dac1001041257v96dc2dcm59df972048757718@mail.gmail.com> <86d53a101001041259x4adea3e8r4247c367bd0eaf3@mail.gmail.com> Message-ID: <8a5c3dac1001041307u5d3c3642n9b734f523064fa52@mail.gmail.com> Tyler, The easiest thing I could think of is to upgrade to 3.8.6 and use the forward ticket feature included there. I am assuming that you want the contents of the replies and comments to go to the "men upstairs". Unless I missed something. Thanks, Bill On Mon, Jan 4, 2010 at 12:59 PM, Tyler Hall wrote: > 3.8.2 > > > On Mon, Jan 4, 2010 at 1:57 PM, William Graboyes > wrote: > > Hi Tyler, > > > > What version of rt are you using? > > > > Thanks, > > Bill > > > > > > On Mon, Jan 4, 2010 at 12:48 PM, Tyler Hall wrote: > >> > >> Some kind of readable text. > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Community help: http://wiki.bestpractical.com > >> Commercial support: sales at bestpractical.com > >> > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >> Buy a copy at http://rtbook.bestpractical.com > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From tyler at tylerhall.net Mon Jan 4 16:08:53 2010 From: tyler at tylerhall.net (Tyler Hall) Date: Mon, 4 Jan 2010 14:08:53 -0700 Subject: [rt-users] Exporting tickets for management viewing In-Reply-To: <8a5c3dac1001041307u5d3c3642n9b734f523064fa52@mail.gmail.com> References: <86d53a100912220927o221550ado3b89cd63b8a64f52@mail.gmail.com> <86d53a101001041243k166956d5vced4c297002ff9a4@mail.gmail.com> <20100104204759.GH3556@jibsheet.com> <86d53a101001041248t6cbfd49ey1440748ab78f727a@mail.gmail.com> <8a5c3dac1001041257v96dc2dcm59df972048757718@mail.gmail.com> <86d53a101001041259x4adea3e8r4247c367bd0eaf3@mail.gmail.com> <8a5c3dac1001041307u5d3c3642n9b734f523064fa52@mail.gmail.com> Message-ID: <86d53a101001041308u726bb250l414db81f520282f8@mail.gmail.com> William - > I am assuming that you want the contents of the replies and comments to go > to the "men upstairs". > You are correct. I'll upgrade and see if that will meet my needs. Thanks From linux4michelle at tamay-dogan.net Tue Jan 5 07:11:13 2010 From: linux4michelle at tamay-dogan.net (Michelle Konzack) Date: Tue, 5 Jan 2010 13:11:13 +0100 Subject: [rt-users] What do you do against spaming? Message-ID: <20100105121113.GC5547@tamay-dogan.net> Hello *, In some days I get a new FTTH line and have setup RT to handel and but since yesterday, my account is spamed by more then 5 messages per second. It seems to be a DOS against my domain . How do you handel spam on and ? Do you use CR on those E-Mail addresses? Thanks, Greetings and nice Day/Evening Michelle Konzack Systemadministrator Tamay Dogan Network Debian GNU/Linux Consultant -- Linux-User #280138 with the Linux Counter, http://counter.li.org/ ##################### Debian GNU/Linux Consultant ##################### Michelle Konzack Apt. 917 50, rue de Soultz Jabber linux4michelle at jabber.ccc.de 67100 Strabourg/France IRC #Debian (irc.icq.com) Tel. DE: +49 177 9351947 ICQ #328449886 Tel. 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Name: signature.pgp Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From rfh at vialtus.com Tue Jan 5 05:35:42 2010 From: rfh at vialtus.com (Raed El-Hames) Date: Tue, 05 Jan 2010 10:35:42 +0000 Subject: [rt-users] Exporting tickets for management viewing In-Reply-To: <86d53a101001041308u726bb250l414db81f520282f8@mail.gmail.com> References: <86d53a100912220927o221550ado3b89cd63b8a64f52@mail.gmail.com> <86d53a101001041243k166956d5vced4c297002ff9a4@mail.gmail.com> <20100104204759.GH3556@jibsheet.com> <86d53a101001041248t6cbfd49ey1440748ab78f727a@mail.gmail.com> <8a5c3dac1001041257v96dc2dcm59df972048757718@mail.gmail.com> <86d53a101001041259x4adea3e8r4247c367bd0eaf3@mail.gmail.com> <8a5c3dac1001041307u5d3c3642n9b734f523064fa52@mail.gmail.com> <86d53a101001041308u726bb250l414db81f520282f8@mail.gmail.com> Message-ID: <4B4315FE.8020704@vialtus.com> I might be wrong , but the forward function will only forward a particular reply or comment .. As I understand it what you need is a report on a ticket(s) including ticket status etc, if this is the case, there is nothing to do this within RT by default; however its fairly easy to do in a perl script using the RT api. I have done few of those in the past if you need to, I can dig one up and mail you. Regards; Roy Tyler Hall wrote: > William - > > > >> I am assuming that you want the contents of the replies and comments to go >> to the "men upstairs". >> >> > > You are correct. I'll upgrade and see if that will meet my needs. > > Thanks > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From fgomez at cica.es Tue Jan 5 05:45:47 2010 From: fgomez at cica.es (=?ISO-8859-1?Q?Francisco_G=F3mez_Mar=EDn?=) Date: Tue, 05 Jan 2010 11:45:47 +0100 Subject: [rt-users] Custom commands by Email In-Reply-To: <000e01ca8d54$e6c686a0$b45393e0$@edu> References: <000e01ca8d54$e6c686a0$b45393e0$@edu> Message-ID: <4B43185B.8020600@cica.es> Niki Serakiotou escribi?: > If the CommandByEmail plugin worked for setting Custom Fields, you could > create a custom fields and set it. But I have not been able to set custom > fields by mail! > > Has anybody tried > CustomField.{CFName}: > Or > CF.{CFName}: > > Or the AddCF versions? And can someone point the difference between > CF.{CFName} and AddCF.{CFName}? There is one instance of someone claiming he > looked at the code and found out how to use them, but he did not say how. > They sure don't work like the wiki claims they should... > > Thanks Niki, but I'm not sure how to make CommandByMail to recognize them as commands, and even how to handle them later. I just want to make something easier I believe, like a 'command alias': redirect a custom command like 'Asunto: something' -> 'Subject: something', maybe through a scrip? -- Francisco G?mez Mar?n Depatamento de Seguridad Centro Inform?tico Cient?fico de Andaluc?a (CICA) Avda. Reina Mercedes s/n - 41012 - Sevilla (Spain) Tfno.: +34 955 056 600 / FAX: +34 955 056 650 Consejer?a de Innovaci?n, Ciencia y Empresa Junta de Andaluc?a From Mike.Johnson at NorMed.ca Tue Jan 5 08:57:21 2010 From: Mike.Johnson at NorMed.ca (Mike Johnson) Date: Tue, 05 Jan 2010 08:57:21 -0500 Subject: [rt-users] Custom commands by Email In-Reply-To: <4B43185B.8020600@cica.es> References: <000e01ca8d54$e6c686a0$b45393e0$@edu> <4B43185B.8020600@cica.es> Message-ID: <4B42FEE6.4EF5.001E.0@NorMed.ca> There is an extension available to do field assignment by email "Extract Custom Field Value Extension" is the name... Best Practical coded it and offers support on it... maybe this is what you are looking for? 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 >>> Francisco G?mez Mar?n 05/01/2010 5:45 am >>> Niki Serakiotou escribi?: > If the CommandByEmail plugin worked for setting Custom Fields, you could > create a custom fields and set it. But I have not been able to set custom > fields by mail! > > Has anybody tried > CustomField.{CFName}: > Or > CF.{CFName}: > > Or the AddCF versions? And can someone point the difference between > CF.{CFName} and AddCF.{CFName}? There is one instance of someone claiming he > looked at the code and found out how to use them, but he did not say how. > They sure don't work like the wiki claims they should... > > Thanks Niki, but I'm not sure how to make CommandByMail to recognize them as commands, and even how to handle them later. I just want to make something easier I believe, like a 'command alias': redirect a custom command like 'Asunto: something' -> 'Subject: something', maybe through a scrip? -- Francisco G?mez Mar?n Depatamento de Seguridad Centro Inform?tico Cient?fico de Andaluc?a (CICA) Avda. Reina Mercedes s/n - 41012 - Sevilla (Spain) Tfno.: +34 955 056 600 / FAX: +34 955 056 650 Consejer?a de Innovaci?n, Ciencia y Empresa Junta de Andaluc?a _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From ktm at rice.edu Tue Jan 5 09:04:21 2010 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 5 Jan 2010 08:04:21 -0600 Subject: [rt-users] Custom commands by Email In-Reply-To: <4B43185B.8020600@cica.es> References: <000e01ca8d54$e6c686a0$b45393e0$@edu> <4B43185B.8020600@cica.es> Message-ID: <20100105140421.GI18110@it.is.rice.edu> On Tue, Jan 05, 2010 at 11:45:47AM +0100, Francisco G?mez Mar?n wrote: > Niki Serakiotou escribi?: > > If the CommandByEmail plugin worked for setting Custom Fields, you could > > create a custom fields and set it. But I have not been able to set custom > > fields by mail! > > > > Has anybody tried > > CustomField.{CFName}: > > Or > > CF.{CFName}: > > > > Or the AddCF versions? And can someone point the difference between > > CF.{CFName} and AddCF.{CFName}? There is one instance of someone claiming he > > looked at the code and found out how to use them, but he did not say how. > > They sure don't work like the wiki claims they should... > > > > > Thanks Niki, but I'm not sure how to make CommandByMail to recognize > them as commands, and even how to handle them later. > > I just want to make something easier I believe, like a 'command alias': > redirect a custom command like 'Asunto: something' -> 'Subject: > something', maybe through a scrip? > > -- > Francisco G?mez Mar?n There is a documentation problem on the wiki page in the description for Custom field management. It describes the syntax as: Custom field values Manage custom field values. Could be used multiple times. CustomField.{CFName}: AddCustomField.{CFName}: DelCustomField.{CFName}: Short forms: CF.{CFName}: AddCF.{CFName}: DelCF.{CFName}: But the '.' is used in the perl code and is incorrect for the actual use which should be: Custom field values Manage custom field values. Could be used multiple times. CustomField{CFName}: AddCustomField{CFName}: DelCustomField{CFName}: Short forms: CF{CFName}: AddCF{CFName}: DelCF{CFName}: As far as creating your own "commands", you will need to make a local version of the TakeAction.pm file that comes with the Extension. It looks straightforward enough using the original as a guide. It would be nice if the extension supported several different languages by default like the RT system itself. Regards, Ken From falcone at bestpractical.com Tue Jan 5 10:20:01 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 5 Jan 2010 10:20:01 -0500 Subject: [rt-users] Exporting tickets for management viewing In-Reply-To: <4B4315FE.8020704@vialtus.com> References: <86d53a100912220927o221550ado3b89cd63b8a64f52@mail.gmail.com> <86d53a101001041243k166956d5vced4c297002ff9a4@mail.gmail.com> <20100104204759.GH3556@jibsheet.com> <86d53a101001041248t6cbfd49ey1440748ab78f727a@mail.gmail.com> <8a5c3dac1001041257v96dc2dcm59df972048757718@mail.gmail.com> <86d53a101001041259x4adea3e8r4247c367bd0eaf3@mail.gmail.com> <8a5c3dac1001041307u5d3c3642n9b734f523064fa52@mail.gmail.com> <86d53a101001041308u726bb250l414db81f520282f8@mail.gmail.com> <4B4315FE.8020704@vialtus.com> Message-ID: <20100105152001.GI3556@jibsheet.com> On Tue, Jan 05, 2010 at 10:35:42AM +0000, Raed El-Hames wrote: > I might be wrong , but the forward function will only forward a > particular reply or comment .. Newer versions of RT include a forward that applies to the whole ticket. -kevin > As I understand it what you need is a report on a ticket(s) including > ticket status etc, if this is the case, there is nothing to do this > within RT by default; however its fairly easy to do in a perl script > using the RT api. > I have done few of those in the past if you need to, I can dig one up > and mail you. > > Regards; > Roy > > > Tyler Hall wrote: > > William - > > > > > > > >> I am assuming that you want the contents of the replies and comments to go > >> to the "men upstairs". > >> > >> > > > > You are correct. I'll upgrade and see if that will meet my needs. > > > > Thanks > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jan 5 10:34:42 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 5 Jan 2010 10:34:42 -0500 Subject: [rt-users] Custom commands by Email In-Reply-To: <20100105140421.GI18110@it.is.rice.edu> References: <000e01ca8d54$e6c686a0$b45393e0$@edu> <4B43185B.8020600@cica.es> <20100105140421.GI18110@it.is.rice.edu> Message-ID: <20100105153442.GJ3556@jibsheet.com> On Tue, Jan 05, 2010 at 08:04:21AM -0600, Kenneth Marshall wrote: > There is a documentation problem on the wiki page in the description > for Custom field management. It describes the syntax as: There are tests (t/03update.t for example) that use the CustomField.{CFName} syntax, and a canonicalize command that cleans CustomField.{CFName} into CustomField{CFName} so they should both work. If there is really a bug here, I'd appreciate something in the rt.cpan.org queue for RT-Extension-CommandByMail, which is the easiest place to track things. This reminds me that the 0.08_01 should become 0.08 this week -kevin > Custom field values > Manage custom field values. Could be used multiple times. > > CustomField.{CFName}: > AddCustomField.{CFName}: > DelCustomField.{CFName}: > > Short forms: > > CF.{CFName}: > AddCF.{CFName}: > DelCF.{CFName}: > > But the '.' is used in the perl code and is incorrect for the actual > use which should be: > > Custom field values > Manage custom field values. Could be used multiple times. > > CustomField{CFName}: > AddCustomField{CFName}: > DelCustomField{CFName}: > > Short forms: > > CF{CFName}: > AddCF{CFName}: > DelCF{CFName}: > > As far as creating your own "commands", you will need to make a > local version of the TakeAction.pm file that comes with the Extension. > It looks straightforward enough using the original as a guide. It would > be nice if the extension supported several different languages by default > like the RT system itself. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From ktm at rice.edu Tue Jan 5 11:25:09 2010 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 5 Jan 2010 10:25:09 -0600 Subject: [rt-users] Custom commands by Email In-Reply-To: <20100105153442.GJ3556@jibsheet.com> References: <000e01ca8d54$e6c686a0$b45393e0$@edu> <4B43185B.8020600@cica.es> <20100105140421.GI18110@it.is.rice.edu> <20100105153442.GJ3556@jibsheet.com> Message-ID: <20100105162508.GL18110@it.is.rice.edu> Sorry about that. You are correct. I only looked briefly at the code and the version without the '.' is the common format, which I tested. The versions with the '.' also work for me. The docs are correct as written. Regards, Ken On Tue, Jan 05, 2010 at 10:34:42AM -0500, Kevin Falcone wrote: > On Tue, Jan 05, 2010 at 08:04:21AM -0600, Kenneth Marshall wrote: > > There is a documentation problem on the wiki page in the description > > for Custom field management. It describes the syntax as: > > There are tests (t/03update.t for example) that use the > CustomField.{CFName} syntax, and a canonicalize command that cleans > CustomField.{CFName} into CustomField{CFName} so they should both > work. > > If there is really a bug here, I'd appreciate something in the > rt.cpan.org queue for RT-Extension-CommandByMail, which is the easiest > place to track things. > > This reminds me that the 0.08_01 should become 0.08 this week > > -kevin > > > Custom field values > > Manage custom field values. Could be used multiple times. > > > > CustomField.{CFName}: > > AddCustomField.{CFName}: > > DelCustomField.{CFName}: > > > > Short forms: > > > > CF.{CFName}: > > AddCF.{CFName}: > > DelCF.{CFName}: > > > > But the '.' is used in the perl code and is incorrect for the actual > > use which should be: > > > > Custom field values > > Manage custom field values. Could be used multiple times. > > > > CustomField{CFName}: > > AddCustomField{CFName}: > > DelCustomField{CFName}: > > > > Short forms: > > > > CF{CFName}: > > AddCF{CFName}: > > DelCF{CFName}: > > > > As far as creating your own "commands", you will need to make a > > local version of the TakeAction.pm file that comes with the Extension. > > It looks straightforward enough using the original as a guide. It would > > be nice if the extension supported several different languages by default > > like the RT system itself. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From falcone at bestpractical.com Tue Jan 5 11:50:27 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 5 Jan 2010 11:50:27 -0500 Subject: [rt-users] Custom commands by Email In-Reply-To: <20100105162508.GL18110@it.is.rice.edu> References: <000e01ca8d54$e6c686a0$b45393e0$@edu> <4B43185B.8020600@cica.es> <20100105140421.GI18110@it.is.rice.edu> <20100105153442.GJ3556@jibsheet.com> <20100105162508.GL18110@it.is.rice.edu> Message-ID: <20100105165027.GK3556@jibsheet.com> On Tue, Jan 05, 2010 at 10:25:09AM -0600, Kenneth Marshall wrote: > Sorry about that. You are correct. I only looked briefly at the > code and the version without the '.' is the common format, which > I tested. The versions with the '.' also work for me. The docs > are correct as written. Thanks for the confirmation Ken, I was worried that our tests were insufficient in some way. -kevin > On Tue, Jan 05, 2010 at 10:34:42AM -0500, Kevin Falcone wrote: > > On Tue, Jan 05, 2010 at 08:04:21AM -0600, Kenneth Marshall wrote: > > > There is a documentation problem on the wiki page in the description > > > for Custom field management. It describes the syntax as: > > > > There are tests (t/03update.t for example) that use the > > CustomField.{CFName} syntax, and a canonicalize command that cleans > > CustomField.{CFName} into CustomField{CFName} so they should both > > work. > > > > If there is really a bug here, I'd appreciate something in the > > rt.cpan.org queue for RT-Extension-CommandByMail, which is the easiest > > place to track things. > > > > This reminds me that the 0.08_01 should become 0.08 this week > > > > -kevin > > > > > Custom field values > > > Manage custom field values. Could be used multiple times. > > > > > > CustomField.{CFName}: > > > AddCustomField.{CFName}: > > > DelCustomField.{CFName}: > > > > > > Short forms: > > > > > > CF.{CFName}: > > > AddCF.{CFName}: > > > DelCF.{CFName}: > > > > > > But the '.' is used in the perl code and is incorrect for the actual > > > use which should be: > > > > > > Custom field values > > > Manage custom field values. Could be used multiple times. > > > > > > CustomField{CFName}: > > > AddCustomField{CFName}: > > > DelCustomField{CFName}: > > > > > > Short forms: > > > > > > CF{CFName}: > > > AddCF{CFName}: > > > DelCF{CFName}: > > > > > > As far as creating your own "commands", you will need to make a > > > local version of the TakeAction.pm file that comes with the Extension. > > > It looks straightforward enough using the original as a guide. It would > > > be nice if the extension supported several different languages by default > > > like the RT system itself. > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jan 5 12:11:14 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 5 Jan 2010 12:11:14 -0500 Subject: [rt-users] Custom commands by Email In-Reply-To: <20100105140421.GI18110@it.is.rice.edu> References: <000e01ca8d54$e6c686a0$b45393e0$@edu> <4B43185B.8020600@cica.es> <20100105140421.GI18110@it.is.rice.edu> Message-ID: <20100105171114.GL3556@jibsheet.com> On Tue, Jan 05, 2010 at 08:04:21AM -0600, Kenneth Marshall wrote: > As far as creating your own "commands", you will need to make a > local version of the TakeAction.pm file that comes with the Extension. > It looks straightforward enough using the original as a guide. It would > be nice if the extension supported several different languages by default > like the RT system itself. Unfortunately, the extension would have a really hard time knowing if a mail written in latin1 should be parsed with the french, spanish, portugues or british translations. It would also really complicate the parsing engine. It may be easier to follow the previous suggestion of RT-Extension-ExtractCustomFieldValues to implement something that is language specific (depending on coding skills and what needs 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 jledford at biltmore.com Tue Jan 5 15:15:00 2010 From: jledford at biltmore.com (Jason Ledford) Date: Tue, 5 Jan 2010 15:15:00 -0500 Subject: [rt-users] Offline Edit Set Resolved Date Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240F925A24D@MAILBOX.tbcnet.biltmore.com> I am trying to import data into RT from an older system and the existing template shows a Resolved field, but nothing I put in there will actually get the date in the system, it also sets to the current time. I have tried going through the archives and wasn't able to find what I was looking for. I can set the other fields like started, but it never lets me set Resolved. An alternative I thought about is to import it into an unused field (like starts) and then use sql to copy over to resolved. I did that and experienced some weirdness that may or may not have been related to the db copy. So I would rather import it correctly. Help is appreciated. Also, if anyone has a better method to import tickets I am open to suggestions. Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kai at xs4all.nl Tue Jan 5 15:10:13 2010 From: kai at xs4all.nl (Kai Storbeck) Date: Tue, 5 Jan 2010 21:10:13 +0100 Subject: [rt-users] CustomField with "Link values to" doesn't link correctly In-Reply-To: <20091001152840.GF53612@jibsheet.com> References: <12BB118D-7E96-43E8-8023-67780F08A23C@xs4all.nl> <20091001152840.GF53612@jibsheet.com> Message-ID: Hi Kevin, Thanks for your initial answer in October. Other issues took my attention for a while, but I found interest again after someone contacted me describing exactly the same problem. After a small learning curve with the perl debugger, I came to the conclusion that the 2 customfields aren't initialized the same way, so I dug around a little more, and found that most CustomFields get a call to SetContextObject() after initialize. In Ticket->CustomFields this happens, but called from the ObjectCustomFieldValue not: # diff -ruN ~/rt-3.8.7/lib/RT/ObjectCustomFieldValue.pm /opt/rt3/lib/RT/ObjectCustomFieldValue.pm --- /usr/home/kai/rt-3.8.7/lib/RT/ObjectCustomFieldValue.pm 2009-12-11 18:27:20.000000000 +0100 +++ /opt/rt3/lib/RT/ObjectCustomFieldValue.pm 2010-01-05 20:49:32.000000000 +0100 @@ -173,6 +173,7 @@ sub CustomFieldObj { my $self = shift; my $CustomField = RT::CustomField->new($self->CurrentUser); + $CustomField->SetContextObject( $self->Object ); $CustomField->Load($self->__Value('CustomField')); return($CustomField); } This patch seems to work around _my_ problem, but... since you guys are the experts: Is this the correct way of resolving this issue? Are there large performance penalties or other side effects? Regards, Kai On Oct 1, 2009, at 5:28 PM, Kevin Falcone wrote: > On Thu, Oct 01, 2009 at 11:36:57AM +0200, Kai wrote: >> Hi, >> >> I'm using RT 3.8.4, patched to 3.8.5 to see if that fixed it (since >> that was CF related) on a debian system. >> >> One of my coworkers wasn't able to click on a customfield that had a >> "Link values to" setting, while I am. The main difference: He has >> the right to SeeCustomField, and I have the SuperUser right. >> >> He gets an empty >> 512178 >> Me: >> > target="_new">512178 >> >> Attached is a perlscript that immitate >> html/Elements/ShowCustomFields. You need a ticket with a customfield >> containing 1 value with a Link value To-setting, and a user thats >> permitted the necessary rights (SeeQueue, ShowTicket, >> SeeCustomField). >> >> Somewhere after the calls from a $customfield's value back to its >> CustomFieldObj() it loses its permission for the 'SeeCustomField' >> right. I'm stupified after looking at this code too long; I can't >> see where or why it fails for this user. > > How is the marcelv user getting the SeeCustomField right? > Is it from being in a group, direct user assignment, being a Requestor > or AdminCc of the ticket? > > Just making a test user in a copy of 3.8.5 that has SeeQueue, > ShowTicket and SeeCustomField granted to privileged users lets a test > user see the link as expected and runs your test script with: > > Found ticket: 1 > customfield->LinkValueTo(): > http://foo.com/id=__id__&value=__CustomField__ > value->LinkValueTo(): http://foo.com/id=1&value=asdf > value->Content(): asdf > value->CustomFieldObj->CurrentUserHasRight(SeeCustomField): 1 > value->CustomFieldObj->id(): 1 > CustomField->CurrentUserHasRight(SeeCustomField): 1 > CustomField->id(): 1 > > If you have local lib mods, I suggest checking to make sure that > they're up-to-date with 3.8.5, there are a lot of new calls to > ContextObject and SetContextObject that could break CF permissions if > they're lost. > > -kevin > >> Could someone assist me in solving this? I sincerely doubt it is a >> missing right? >> This user has: SeeQueue, SeeCustomField, ModifyCustomField, >> AssignCustomField, ShowTicket, ShowTicketComments, CreateTicket, >> ReplyToTicket, CommentOnTicket, OwnTicket, ModifyTicket, >> DeleteTicket, TakeTicket, StealTicket. >> >> >> My output: >> >>> Found ticket: 2047497 >>> customfield->LinkValueTo(): http://someurl.com/search?id=__CustomField__ >>> value->LinkValueTo(): >>> value->Content(): 512178 >>> value->CustomFieldObj->CurrentUserHasRight(SeeCustomField): >>> value->CustomFieldObj->id(): 40 >>> CustomField->CurrentUserHasRight(SeeCustomField): 1 >>> CustomField->id(): 40 >>> >> >> > >> #!/usr/bin/perl -w >> >> use strict; >> # debian locations: >> use lib '/usr/share/request-tracker3.8/lib'; >> use lib '/etc/request-tracker3.8'; >> use RT; >> use RT::User; >> RT::LoadConfig(); >> RT::Init; >> >> $| = 1; >> my $username = shift || 'marcelv'; >> my $ticketno = shift || 2047497; >> my $canonicalright = 'SeeCustomField'; >> >> my $user = RT::User->new($RT::SystemUser); >> $user->Load($username); >> my $ticket = RT::Ticket->new($user); >> $ticket->Load($ticketno); >> print "Found ticket: " . $ticket->Id . "\n"; >> >> my $allcustomfields = $ticket->CustomFields; >> # These snippets are taken from html/Elements/ShowCustomFields >> while (my $cf = $allcustomfields->Next ) { >> my $values = $ticket->CustomFieldValues( $cf->Id ); >> >> # I'm assuming a single value customfield, with a template. >> my $linked = $cf->LinkValueTo; >> my $v = $values->First(); >> >> if ( $linked ) { >> print "customfield->LinkValueTo(): $linked\n"; >> print "value->LinkValueTo(): " , $v->LinkValueTo , "\n"; >> print "value->Content(): " , $v->Content , "\n"; >> >> print "value->CustomFieldObj->CurrentUserHasRight($canonicalright): ", >> $v->CustomFieldObj->CurrentUserHasRight($canonicalright), "\n"; >> print "value->CustomFieldObj->id(): ", $v->CustomFieldObj->id, "\n"; >> >> print "CustomField->CurrentUserHasRight($canonicalright): ", >> $cf->CurrentUserHasRight($canonicalright), "\n"; >> print "CustomField->id(): ", $cf->id, "\n"; >> } >> } >> > >> From zachb at oxfordsuites.com Tue Jan 5 15:26:04 2010 From: zachb at oxfordsuites.com (Zach Boettner) Date: Tue, 5 Jan 2010 12:26:04 -0800 Subject: [rt-users] rt-3.8.6 is already installed... Error code 1 In-Reply-To: <4B3BB52F.5060809@infracaninophile.co.uk> References: <4B3103FB.8040708@infracaninophile.co.uk><36ED9398C9D24C0880309528181C83CF@oxfhqit><4B31CED0.407@infracaninophile.co.uk><0C01F2FF7A864C838226258C178E2F22@oxfhqit><4B325EC1.8030204@infracaninophile.co.uk><8D488EB0150D42299FE435B97D7115D5@oxfhqit> <20091223183609.GN867@jibsheet.com> <4B332BF7.3010209@infracaninophile.co.uk> <89771F227034477380C62859771A123C@oxfhqit> <4B3478FC.3040500@infracaninophile.co.uk> <6632C0BA05F649F3A26E004DEF5574E2@oxfhqit> <4B3BB52F.5060809@infracaninophile.co.uk> Message-ID: <831F802B541E4D4DAEFDC3558511E3FC@oxfhqit> Thanks for the detailed instructions, Matthew. I really appreciate it. However, my RT is still not quite working. Yes, mysql is running, I even have phpMyAdmin functional. I ran the following command, it created schema and populated tables, etc. perl rt-setup-database --action init --dba root --dba-password Now I can uncomment PerlRequire /usr/local/bin/webmux.pl in my httpd.conf file without killing apache, but I still get the following page when I go to http://myserver/rt/ You're almost there! You haven't yet configured your webserver to run RT. You appear to have installed RT's web interface correctly, but haven't yet configured your web server to "run" the RT server which powers the web interface. The next step is to edit your webserver's configuration file to instruct it to use RT's mod_perl, FastCGI or SpeedyCGI handler. If you need commercial support, please contact us at sales at bestpractical.com. What must I do next? Below is my rt-specific code in my httpd.conf file. Do I need to change something in my RT_SiteConfig.pm file???: Alias /rt /usr/local/share/rt38/html Options Indexes FollowSymLinks AllowOverride AuthConfig Order deny,allow PerlRequire /usr/local/bin/webmux.pl Thanks, Zach -----Original Message----- From: Matthew Seaman [mailto:m.seaman at infracaninophile.co.uk] Sent: Wednesday, December 30, 2009 12:17 PM To: Zach Boettner Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] rt-3.8.6 is already installed... Error code 1 Zach Boettner wrote: > Can anyone explain a bit more the steps I need to take to resolve this > issue? Matthew, what 'command' are you talking about to run from the mysql > client? How do I create the sql structure required by RT? I have the > database, rt3, created, but no structure in it. I'm fairly new to FreeBSD > and a bit lost with this RT installation/config. It's a crash course. > Thanks, Zach I showed you a transcript of what you'ld need to type into mysql client, and what sort of output you should expect. However, here it is spelled out: 1) You should have installed mysql server. You can tell by running this command: % pkg_info -Ix mysql-server If there's no output from that command, then become root and do this: # cd /usr/ports/databases/mysql50-server # make install clean 2) Mysql server should be running. As root do: # /usr/local/etc/rc.d/mysql-server status Now, if all is well you will see something like this: mysql is running as pid 23757. There are two failure modes. Firstly, if you see a message mysql is not running then mysql is configured to start up, but isn't currently running. In that case, just run: # /usr/local/etc/rc.d/mysql-server start and try the status command again. If mysql won't start, look at the logfile in /var/db/mysql/${hostname}.err for clues. (ie. replace ${hostname} with the hostname of your machine...) Secondly, if you see no output at all, then mysql has not been configured to start up at all. In that case, edit the file /etc/rc.conf and add the following line: mysql_enable="YES" Then try starting mysql-server again. 3) If you have not already done so, you should set a root password inside mysql. Without this, anyone with access to port 3306 on your server can control your database. To set a new mysql root password, run this command as root: # mysqladmin password VafugOrmup where 'VafugOrmup' is replaced by your own secret password. Make a record of the new MySQL root password and keep it in a safe place, as you'll need it later. For day to day use, you can set up /root/.my.cnf so that you don't need to type in the password every time you go into mysql client. Simply edit the /root/.my.cnf file to have the following contents: # cat /root/.my.cnf [client] user = root password = VafugOrmup (replacing the password with your own one). Then make that file accessible only by root: # chown root:wheel /root/.my.cnf # chmod 0600 /root/.my.cnf Now, when you run the command mysql as root, you should get to the 'mysql>' prompt straight away. Verify that this works. 4) Note that mysql is a very complex program and has a wealth of configuration and tuning settings which may need adjustment to give you good performance according to your workload and the available hardware. This is a good point to make those settings. Unfortunately, this is not something I can give you a potted set of directions that you can just run through because what you need to do depends very much on what sort of hardware you have, what sort of workload your RT installation will need to cope with and other considerations like if you're running any other databases or if you have separate web and DB server hardware. There are literally thousands of web pages discussing this sort of thing, not to mention a dozen or so text books you can refer to, but for best results, consult a knowledgeable DBA. For testing purposes you can just proceed with the default settings: everything should still work, but probably not as fast as it could do. 5) Now, we get to the RT specific bits. First, run mysql client and check if a database has been created for RT to use. # mysql [...] mysql> SHOW DATABASES ; This should result in output like so: +--------------------+ | Database | +--------------------+ | information_schema | | mysql | | rt3 | +--------------------+ 3 rows in set (0.00 sec) The default database name for RT is 'rt3': it is possible to override that, but unless you have a good reason to do so, it's best to just keep to the default. The other two databases are used internally by MySQL. If the database exists, see if there are any tables in it: mysql> use rt3 mysql> SHOW TABLES ; The output should look like this: +-------------------------+ | Tables_in_rt3 | +-------------------------+ | ACL | | Attachments | | Attributes | | CachedGroupMembers | | CustomFieldValues | | CustomFields | | GroupMembers | | Groups | | Links | | ObjectCustomFieldValues | | ObjectCustomFields | | Principals | | Queues | | ScripActions | | ScripConditions | | Scrips | | Templates | | Tickets | | Transactions | | Users | | sessions | +-------------------------+ 21 rows in set (0.00 sec) Finally, check that the DB userid RT will use for day to day access to the database has been set up: mysql> SHOW GRANTS FOR 'rt_user'@'localhost' ; +--------------------------------------------------------------------------- -------------------------------------+ | Grants for rt_user at localhost | +--------------------------------------------------------------------------- -------------------------------------+ | GRANT USAGE ON *.* TO 'rt_user'@'localhost' IDENTIFIED BY PASSWORD *XXXXXXXXXXCENSOREDXXXXXXXXXXXXXXXXXXXXXXX' | | GRANT SELECT, INSERT, UPDATE, DELETE, CREATE, INDEX ON `rt3`.* TO 'rt_user'@'localhost' | +--------------------------------------------------------------------------- -------------------------------------+ 2 rows in set (0.02 sec) If all the above checks return sensible results, then your database is in good shape and you should stop here. 6) Otherwise, you need to install the RT database schema. Remember that root password you set up earlier? You're going to need that now. Run the following command as root: # perl rt-setup-database --action init --dba root --dba-password VafugOrmup This will create the rt3 database, generate all the tables in it and populate them with the necessary initial data, plus create the 'rt_user'@'localhost' user and set a password for it. It will prompt you for anything else it needs. Cheers, Matthew > > -----Original Message----- > From: Matthew Seaman [mailto:m.seaman at infracaninophile.co.uk] > Sent: Friday, December 25, 2009 12:34 AM > To: Zach Boettner > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] rt-3.8.6 is already installed... Error code 1 > > Zach Boettner wrote: >> Ok, now when I put the PerlRequire /usr/local/bin/webmux.pl in my >> httpd.conf, apache fails to restart and I get the following in my apache >> error log file. If I comment out the PerlRequire statement apache will run >> and I get the BestPractical - You're almost there web page. Does the >> following errors indicate a problem with my mysql config or my >> RT_SiteConfig.pm??? >> >> [Thu Dec 24 08:23:38 2009] [notice] SIGHUP received. Attempting to > restart >> [Thu Dec 24 08:23:38 2009] [warn] (22)Invalid argument: Failed to enable > the >> 'htt >> pready' Accept Filter >> [Thu Dec 24 08:23:41 2009] [error] Can't use an undefined value as an > ARRAY >> refer >> ence at /usr/local/lib/perl5/site_perl/5.8.9/RT/Handle.pm line >> 278.\nCompilation >> failed in require at (eval 4) line 1.\n >> [Thu Dec 24 08:23:41 2009] [error] Can't load Perl file: >> /usr/local/bin/webmux.pl >> for server freebsd8.bchq.local:80, exiting... >> [Thu Dec 24 08:23:51 2009] [error] Can't use an undefined value as an > ARRAY >> refer >> ence at /usr/local/lib/perl5/site_perl/5.8.9/RT/Handle.pm line >> 278.\nCompilation >> failed in require at (eval 4) line 1.\n >> [Thu Dec 24 08:23:51 2009] [error] Can't load Perl file: >> /usr/local/bin/webmux.pl >> for server freebsd8.bchq.local:80, exiting... >> [Thu Dec 24 08:23:54 2009] [error] Can't use an undefined value as an > ARRAY >> refer >> ence at /usr/local/lib/perl5/site_perl/5.8.9/RT/Handle.pm line >> 278.\nCompilation >> failed in require at (eval 4) line 1.\n >> [Thu Dec 24 08:23:54 2009] [error] Can't load Perl file: >> /usr/local/bin/webmux.pl >> for server freebsd8.bchq.local:80, exiting... > > It's blowing up in this chunk of code (in RT::Handle) -- > > 277 if ( $state eq 'post' ) { > 278 my $create_table = $dbh->selectrow_arrayref("SHOW CREATE > TABLE Tickets")->[1]; > 279 unless ( $create_table =~ > /(?:ENGINE|TYPE)\s*=\s*InnoDB/i ) { > 280 return (0, "RT requires that all its tables be of > InnoDB type. Upgrade RT tables."); > 281 } > 282 } > > which suggests that you've got database problems. Possibly that the rt > database > schema hasn't been installed. Try running that command from mysql client. > You > should get output like this: > > # mysql > Welcome to the MySQL monitor. Commands end with ; or \g. > Your MySQL connection id is 63618 > Server version: 5.0.84-log FreeBSD port: mysql-server-5.0.84 > > Type 'help;' or '\h' for help. Type '\c' to clear the current input > statement. > > mysql> use rt3 > Reading table information for completion of table and column names > You can turn off this feature to get a quicker startup with -A > > Database changed > mysql> SHOW CREATE TABLE Tickets \G > *************************** 1. row *************************** > Table: Tickets > Create Table: CREATE TABLE `Tickets` ( > `id` int(11) NOT NULL auto_increment, > `EffectiveId` int(11) NOT NULL default '0', > `Queue` int(11) NOT NULL default '0', > `Type` varchar(16) character set ascii default NULL, > `IssueStatement` int(11) NOT NULL default '0', > `Resolution` int(11) NOT NULL default '0', > `Owner` int(11) NOT NULL default '0', > `Subject` varchar(200) character set utf8 collate utf8_unicode_ci default > '[no subject]', > `InitialPriority` int(11) NOT NULL default '0', > `FinalPriority` int(11) NOT NULL default '0', > `Priority` int(11) NOT NULL default '0', > `TimeEstimated` int(11) NOT NULL default '0', > `TimeWorked` int(11) NOT NULL default '0', > `Status` varchar(10) character set ascii default NULL, > `TimeLeft` int(11) NOT NULL default '0', > `Told` datetime default NULL, > `Starts` datetime default NULL, > `Started` datetime default NULL, > `Due` datetime default NULL, > `Resolved` datetime default NULL, > `LastUpdatedBy` int(11) NOT NULL default '0', > `LastUpdated` datetime default NULL, > `Creator` int(11) NOT NULL default '0', > `Created` datetime default NULL, > `Disabled` smallint(6) NOT NULL default '0', > PRIMARY KEY (`id`), > KEY `Tickets1` (`Queue`,`Status`), > KEY `Tickets2` (`Owner`), > KEY `Tickets6` (`EffectiveId`,`Type`) > ) ENGINE=InnoDB AUTO_INCREMENT=348 DEFAULT CHARSET=utf8 > 1 row in set (0.00 sec) > > > Cheers, > > Matthew > -- Dr Matthew J Seaman MA, D.Phil. 7 Priory Courtyard Flat 3 PGP: http://www.infracaninophile.co.uk/pgpkey Ramsgate Kent, CT11 9PW From eje at panix.com Tue Jan 5 15:31:50 2010 From: eje at panix.com (Eleanor J. Evans [Panix Staff]) Date: Tue, 5 Jan 2010 15:31:50 -0500 Subject: [rt-users] stripping HTML : redo as RT::Action::Archive? In-Reply-To: <20091224173443.GA19362@panix.com> References: <20091224173443.GA19362@panix.com> Message-ID: <20100105203150.GA14844@panix.com> On Thu, Dec 24, 2009 at 12:34:44PM -0500, Eleanor J. Evans [Panix Staff] wrote: > I've got a scrip & template that saves comments or correspondence to a > customer's e-mail archive. I'd like to save the messages as > text/plain instead of text/html. I'm working in a 3.8.5 installation > that's been patched to 3.8.7. > I want to strip the HTML from messages posted via the web. There must > be an elegant RT way to do it, since that's how RT sends its e-mail > for those transactions. So I was about to write again and ask for more help, now that I've gotten much further but am still stuck. But the process of composing the mail clarified my error, and now it works! So, thanks, guys. I really appreciate the brainstorming. :-). In case anyone is tackling a similar problem, I'll share my solution for the archives, and also ask a question -- should I redo this as an RT::Action subclass? As you can see, I've stuffed a lot of code in these templates, and I seem to recall having read somewhere that is not a recommended practice. There are 2 scrips & associated templates, one for archiving messages as they come in to a ticket where the customer id custom field has already been set, and a second one for archiving past messages on a ticket when the customer id field is updated. Description: On Correspond or Comment Archive Condition: User Defined Action: Notify Other Recipients Template: Global template: Archive Stage: TransactionCreate Condition: return 0 unless ($self->TransactionObj->Type eq 'Correspond') or ($self->TransactionObj->Type eq 'Comment') or ($self->TransactionObj->Type eq 'Create'); return 1 if $self->TicketObj->CustomFieldValues('CustIDs')->Count; return 0; Global template: Archive To: eje at panix.com RT-Attach-Message: yes X-Archive-Custids: {my $custids; my $CFV = $Ticket->CustomFieldValues('CustIDs'); while (my $CID = $CFV->Next) { $custids .= $CID->Content . ' '; } $custids} Please archive me in CustIDs: {my $custids; my $CFV = $Ticket->CustomFieldValues('CustIDs'); while (my $CID = $CFV->Next) { $custids .= $CID->Content . ' '; } $custids} {my $content = $Transaction->ContentObj; my $headers = $content->Headers(); $headers .= "\nFrom: " . $Transaction->CreatorObj->EmailAddress unless $headers =~ m/^From: /m; $headers .= "\nTo: " . ($Transaction->Type eq 'Comment' ? $Ticket->QueueObj->CommentAddress : $Ticket->QueueObj->CorrespondAddress) unless $headers =~ m/^To: /m; $headers .= "\nDate: " . $Transaction->Created unless $headers =~ m/^Date: /m; $headers .= "\nSubject: " . $Transaction->Subject || $Ticket->Subject unless $headers =~ m/^Subject: /m; $headers} {$Transaction->Content()} Description: On CustID Change Archive Condition: User Defined Action: Notify Other Recipients Template: Global template: Back Archive Stage: TransactionCreate Condition: return 0 unless (($self->TransactionObj->Type eq "CustomField" && $self->TransactionObj->Field == 2) and ($self->TransactionObj->OldValue ne $self->TransactionObj->NewValue)); return 1 if $self->TransactionObj->NewValue; return 0; Global template: Back Archive To: eje at panix.com RT-Attach-Message: yes X-Archive-Custids: {$Transaction->NewValue} Please archive me in CustID: {$Transaction->NewValue} { my $resolved_message; my $transactions = $Ticket->Transactions; $transactions->Limit( FIELD => 'Type', VALUE => 'Correspond' ); $transactions->Limit( FIELD => 'Type', VALUE => 'Comment' ); $transactions->Limit( FIELD => 'Type', VALUE => 'Create' ); while (my $transaction = $transactions->Next) { my $attachment = $transaction->ContentObj; my $mime = $attachment->ContentAsMIME->dup; $mime->head->mime_attr("content-type" => "text/plain"); RT::I18N::SetMIMEEntityToEncoding( $mime, RT->Config->Get('EmailOutputEncoding'), 'mime_words_ok', ); $headers = $mime->header_as_string(); chomp($headers); $headers .= "\nFrom: " . $attachment->CreatorObj->EmailAddress unless $headers =~ m/^From: /m; $headers .= "\nTo: " . ($transaction->Type eq 'Comment' ? $Ticket->QueueObj->CommentAddress : $Ticket->QueueObj->CorrespondAddress) unless $headers =~ m/^To: /m; $headers .= "\nDate: " . $transaction->Created unless $headers =~ m/^Date: /m; $headers .= "\nSubject: " . $transaction->Subject || $Ticket->Subject unless $headers =~ m/^Subject: /m; $resolved_message .= $headers; $resolved_message .= "\n\n"; $resolved_message .= $transaction->Content(); $resolved_message .= "\n\n\n"; } $resolved_message; } There's a procmail recipe at the receiving end that splits the forwarded messages, discarding the first part: :0: * ^X-Archive-Custids: \/[0-9]+ | formail +1 -ds >>/path/to/archives/${MATCH} -- Eleanor J. (Piglet) Evans, eje at panix.com Customer Support, (212) 741-4400 From falcone at bestpractical.com Tue Jan 5 15:57:41 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 5 Jan 2010 15:57:41 -0500 Subject: [rt-users] CustomField with "Link values to" doesn't link correctly In-Reply-To: References: <12BB118D-7E96-43E8-8023-67780F08A23C@xs4all.nl> <20091001152840.GF53612@jibsheet.com> Message-ID: <20100105205741.GM3556@jibsheet.com> On Tue, Jan 05, 2010 at 09:10:13PM +0100, Kai Storbeck wrote: Hi Kai Thanks for digging more into this > Thanks for your initial answer in October. Other issues took my > attention for a while, but I found interest again after someone > contacted me describing exactly the same problem. > > After a small learning curve with the perl debugger, I came to the > conclusion that the 2 customfields aren't initialized the same way, > so I dug around a little more, and found that most CustomFields get > a call to SetContextObject() after initialize. In > Ticket->CustomFields this happens, but called from the > ObjectCustomFieldValue not: This is correct, without a call to SetContextObject some rights cannot be found. This is why I was curious about how your coworker gets the SeeCustomField right (is he an admincc, requestor, owner, etc) since it changes the way the right is searched for. Your fix looks mostly correct, except that the function you're modifying should live in ObjectCustomFieldValue_Overlay.pm, but that isn't your fault, it is code from 5+ years ago. -kevin > # diff -ruN ~/rt-3.8.7/lib/RT/ObjectCustomFieldValue.pm /opt/rt3/lib/RT/ObjectCustomFieldValue.pm > --- /usr/home/kai/rt-3.8.7/lib/RT/ObjectCustomFieldValue.pm 2009-12-11 18:27:20.000000000 +0100 > +++ /opt/rt3/lib/RT/ObjectCustomFieldValue.pm 2010-01-05 20:49:32.000000000 +0100 > @@ -173,6 +173,7 @@ > sub CustomFieldObj { > my $self = shift; > my $CustomField = RT::CustomField->new($self->CurrentUser); > + $CustomField->SetContextObject( $self->Object ); > $CustomField->Load($self->__Value('CustomField')); > return($CustomField); > } > > This patch seems to work around _my_ problem, but... since you guys are the experts: Is this the correct way of resolving this issue? Are there large performance penalties or other side effects? > > Regards, > Kai > > On Oct 1, 2009, at 5:28 PM, Kevin Falcone wrote: > > > On Thu, Oct 01, 2009 at 11:36:57AM +0200, Kai wrote: > >> Hi, > >> > >> I'm using RT 3.8.4, patched to 3.8.5 to see if that fixed it (since > >> that was CF related) on a debian system. > >> > >> One of my coworkers wasn't able to click on a customfield that had a > >> "Link values to" setting, while I am. The main difference: He has > >> the right to SeeCustomField, and I have the SuperUser right. > >> > >> He gets an empty > >> 512178 > >> Me: > >> >> target="_new">512178 > >> > >> Attached is a perlscript that immitate > >> html/Elements/ShowCustomFields. You need a ticket with a customfield > >> containing 1 value with a Link value To-setting, and a user thats > >> permitted the necessary rights (SeeQueue, ShowTicket, > >> SeeCustomField). > >> > >> Somewhere after the calls from a $customfield's value back to its > >> CustomFieldObj() it loses its permission for the 'SeeCustomField' > >> right. I'm stupified after looking at this code too long; I can't > >> see where or why it fails for this user. > > > > How is the marcelv user getting the SeeCustomField right? > > Is it from being in a group, direct user assignment, being a Requestor > > or AdminCc of the ticket? > > > > Just making a test user in a copy of 3.8.5 that has SeeQueue, > > ShowTicket and SeeCustomField granted to privileged users lets a test > > user see the link as expected and runs your test script with: > > > > Found ticket: 1 > > customfield->LinkValueTo(): > > http://foo.com/id=__id__&value=__CustomField__ > > value->LinkValueTo(): http://foo.com/id=1&value=asdf > > value->Content(): asdf > > value->CustomFieldObj->CurrentUserHasRight(SeeCustomField): 1 > > value->CustomFieldObj->id(): 1 > > CustomField->CurrentUserHasRight(SeeCustomField): 1 > > CustomField->id(): 1 > > > > If you have local lib mods, I suggest checking to make sure that > > they're up-to-date with 3.8.5, there are a lot of new calls to > > ContextObject and SetContextObject that could break CF permissions if > > they're lost. > > > > -kevin > > > >> Could someone assist me in solving this? I sincerely doubt it is a > >> missing right? > >> This user has: SeeQueue, SeeCustomField, ModifyCustomField, > >> AssignCustomField, ShowTicket, ShowTicketComments, CreateTicket, > >> ReplyToTicket, CommentOnTicket, OwnTicket, ModifyTicket, > >> DeleteTicket, TakeTicket, StealTicket. > >> > >> > >> My output: > >> > >>> Found ticket: 2047497 > >>> customfield->LinkValueTo(): http://someurl.com/search?id=__CustomField__ > >>> value->LinkValueTo(): > >>> value->Content(): 512178 > >>> value->CustomFieldObj->CurrentUserHasRight(SeeCustomField): > >>> value->CustomFieldObj->id(): 40 > >>> CustomField->CurrentUserHasRight(SeeCustomField): 1 > >>> CustomField->id(): 40 > >>> > >> > >> > > > >> #!/usr/bin/perl -w > >> > >> use strict; > >> # debian locations: > >> use lib '/usr/share/request-tracker3.8/lib'; > >> use lib '/etc/request-tracker3.8'; > >> use RT; > >> use RT::User; > >> RT::LoadConfig(); > >> RT::Init; > >> > >> $| = 1; > >> my $username = shift || 'marcelv'; > >> my $ticketno = shift || 2047497; > >> my $canonicalright = 'SeeCustomField'; > >> > >> my $user = RT::User->new($RT::SystemUser); > >> $user->Load($username); > >> my $ticket = RT::Ticket->new($user); > >> $ticket->Load($ticketno); > >> print "Found ticket: " . $ticket->Id . "\n"; > >> > >> my $allcustomfields = $ticket->CustomFields; > >> # These snippets are taken from html/Elements/ShowCustomFields > >> while (my $cf = $allcustomfields->Next ) { > >> my $values = $ticket->CustomFieldValues( $cf->Id ); > >> > >> # I'm assuming a single value customfield, with a template. > >> my $linked = $cf->LinkValueTo; > >> my $v = $values->First(); > >> > >> if ( $linked ) { > >> print "customfield->LinkValueTo(): $linked\n"; > >> print "value->LinkValueTo(): " , $v->LinkValueTo , "\n"; > >> print "value->Content(): " , $v->Content , "\n"; > >> > >> print "value->CustomFieldObj->CurrentUserHasRight($canonicalright): ", > >> $v->CustomFieldObj->CurrentUserHasRight($canonicalright), "\n"; > >> print "value->CustomFieldObj->id(): ", $v->CustomFieldObj->id, "\n"; > >> > >> print "CustomField->CurrentUserHasRight($canonicalright): ", > >> $cf->CurrentUserHasRight($canonicalright), "\n"; > >> print "CustomField->id(): ", $cf->id, "\n"; > >> } > >> } > >> > > > >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jrummel at imapp.com Tue Jan 5 19:14:40 2010 From: jrummel at imapp.com (Jonathan Rummel) Date: Tue, 5 Jan 2010 16:14:40 -0800 (PST) Subject: [rt-users] Passing through values in a scrip Message-ID: <27026744.post@talk.nabble.com> Hi all, I have a scrip to auto-create a dependent ("child") ticket that I have posted below. The newly created ticket will have the same custom field ('Progress') as the ticket it depends on. I would like the newly created ticket's 'Progress' custom field to have the same value as it's "parent" ticket has in the same custom field. Essentially, I want to pass a value from the "parent" ticket to the "child" ticket. Can anyone help me out with this and tell me how to incorporate it into the below code? I'm really stuck here! Thanks so much! Custom condition: if ($self->TicketObj->FirstCustomFieldValue('Progress') eq 'Request Data') { return 1; } return 0; Custom action preparation code: return 1; Custom action cleanup code: my $trans = $self->TransactionObj; my $tkt = $self->TicketObj; my $requestors = [ $tkt->Requestors->MemberEmailAddresses]; my $new_tkt = RT::Ticket->new($RT::SystemUser); my ($id, $msg) = $new_tkt->Create( Queue => "Data Analysis", Subject => $tkt->Subject . " (child ticket)", Owner => "test", Status => 'new', Requestor => $requestors, DependedOnBy => $tkt->Id); return 1; -- View this message in context: http://old.nabble.com/Passing-through-values-in-a-scrip-tp27026744p27026744.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From steven at stevencochran.com Tue Jan 5 21:37:31 2010 From: steven at stevencochran.com (steven at stevencochran.com) Date: Tue, 5 Jan 2010 21:37:31 -0500 Subject: [rt-users] RT Integration with Twitter? Message-ID: Boss wants to know if RT can interface directly with Twitter. I think he wants the server to send tweets, instead of paging someone. Has anyone done anything like this? thanks! From aaron at guise.net.nz Tue Jan 5 22:44:15 2010 From: aaron at guise.net.nz (Aaron Guise) Date: Wed, 6 Jan 2010 16:44:15 +1300 Subject: [rt-users] Problems installing MergeUsers Message-ID: Hi Everyone, I have just tried to install the Extension RT::Extension::MergeUsers from CPAN on our instance of RT 3.8.6. Unfortunately trouble soon surfaced as shown below, bad make test. Any ideas what may contribute to this? cpan[7]> install RT::Extension::MergeUsers Running install for module 'RT::Extension::MergeUsers' Running make for F/FA/FALCONE/RT-Extension-MergeUsers-0.03.tar.gz Has already been unwrapped into directory /root/.cpan/build/RT-Extension-MergeUsers-0.03-c7kJsm Has already been made Running make test PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" "test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/*.t t/01merge_users....Can't locate RT/Test.pm in @INC (@INC contains: /root/.cpan/build/RT-Extension-MergeUsers-0.03-c7kJsm/inc /root/.cpan/build/RT-Extension-MergeUsers-0.03-c7kJsm/blib/lib /root/.cpan/build/RT-Extension-MergeUsers-0.03-c7kJsm/blib/arch /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl . /etc/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 t/01merge_users.t line 5. BEGIN failed--compilation aborted at t/01merge_users.t line 5. # Looks like your test died before it could output anything. t/01merge_users....dubious Test returned status 255 (wstat 65280, 0xff00) DIED. FAILED tests 1-16 Failed 16/16 tests, 0.00% okay t/change_email.....Can't locate RT/Test.pm in @INC (@INC contains: /root/.cpan/build/RT-Extension-MergeUsers-0.03-c7kJsm/inc /root/.cpan/build/RT-Extension-MergeUsers-0.03-c7kJsm/blib/lib /root/.cpan/build/RT-Extension-MergeUsers-0.03-c7kJsm/blib/arch /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl . /etc/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 t/change_email.t line 6. BEGIN failed--compilation aborted at t/change_email.t line 6. # Looks like your test died before it could output anything. t/change_email.....dubious Test returned status 255 (wstat 65280, 0xff00) DIED. FAILED tests 1-8 Failed 8/8 tests, 0.00% okay Failed Test Stat Wstat Total Fail List of Failed ------------------------------------------------------------------------------- t/01merge_users.t 255 65280 16 32 1-16 t/change_email.t 255 65280 8 16 1-8 Failed 2/2 test scripts. 24/24 subtests failed. Files=2, Tests=24, 0 wallclock secs ( 0.04 cusr + 0.01 csys = 0.05 CPU) Failed 2/2 test programs. 24/24 subtests failed. make: *** [test_dynamic] Error 255 FALCONE/RT-Extension-MergeUsers-0.03.tar.gz /usr/bin/make test -- NOT OK //hint// to see the cpan-testers results for installing this module, try: reports FALCONE/RT-Extension-MergeUsers-0.03.tar.gz Running make install make test had returned bad status, won't install without force Failed during this command: FALCONE/RT-Extension-MergeUsers-0.03.tar.gz : make_test NO * Regards,* *Aaron Guise 07 838 7793 027 212 6638 aaron at guise.net.nz * MSN: guisea at hotmail.com [image: Facebook] -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Wed Jan 6 01:28:30 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 6 Jan 2010 01:28:30 -0500 Subject: [rt-users] Problems installing MergeUsers In-Reply-To: References: Message-ID: > Unfortunately trouble soon surfaced as shown below,? bad make test.? Any ideas what may contribute to this? Your RT installation isn't @INC so cpan can't access RT::Test. Note that the README says nothing about make test, and few if any other extensions seem to include tests because of this and other headaches. From m.seaman at infracaninophile.co.uk Wed Jan 6 03:40:23 2010 From: m.seaman at infracaninophile.co.uk (Matthew Seaman) Date: Wed, 06 Jan 2010 08:40:23 +0000 Subject: [rt-users] rt-3.8.6 is already installed... Error code 1 In-Reply-To: <831F802B541E4D4DAEFDC3558511E3FC@oxfhqit> References: <4B3103FB.8040708@infracaninophile.co.uk><36ED9398C9D24C0880309528181C83CF@oxfhqit><4B31CED0.407@infracaninophile.co.uk><0C01F2FF7A864C838226258C178E2F22@oxfhqit><4B325EC1.8030204@infracaninophile.co.uk><8D488EB0150D42299FE435B97D7115D5@oxfhqit> <20091223183609.GN867@jibsheet.com> <4B332BF7.3010209@infracaninophile.co.uk> <89771F227034477380C62859771A123C@oxfhqit> <4B3478FC.3040500@infracaninophile.co.uk> <6632C0BA05F649F3A26E004DEF5574E2@oxfhqit> <4B3BB52F.5060809@infracaninophile.co.uk> <831F802B541E4D4DAEFDC3558511E3FC@oxfhqit> Message-ID: <4B444C77.3050803@infracaninophile.co.uk> Zach Boettner wrote: > Thanks for the detailed instructions, Matthew. I really appreciate it. > However, my RT is still not quite working. Yes, mysql is running, I even > have phpMyAdmin functional. I ran the following command, it created schema > and populated tables, etc. perl rt-setup-database --action init --dba root > --dba-password > > Now I can uncomment PerlRequire /usr/local/bin/webmux.pl in my httpd.conf > file without killing apache, but I still get the following page when I go to > http://myserver/rt/ > > You're almost there! > You haven't yet configured your webserver to run RT. You appear to have > installed RT's web interface correctly, but haven't yet configured your web > server to "run" the RT server which powers the web interface. The next step > is to edit your webserver's configuration file to instruct it to use RT's > mod_perl, FastCGI or SpeedyCGI handler. If you need commercial support, > please contact us at sales at bestpractical.com. > > What must I do next? Below is my rt-specific code in my httpd.conf file. Do > I need to change something in my RT_SiteConfig.pm file???: > > Alias /rt /usr/local/share/rt38/html > > > Options Indexes FollowSymLinks > AllowOverride AuthConfig > Order deny,allow > > > PerlRequire /usr/local/bin/webmux.pl > > Thanks, Heh. I already answered that earlier in the thread. Here: http://www.gossamer-threads.com/lists/rt/users/91011#91011 Cheers, Matthew -- Dr Matthew J Seaman MA, D.Phil. 7 Priory Courtyard Flat 3 PGP: http://www.infracaninophile.co.uk/pgpkey Ramsgate Kent, CT11 9PW -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 259 bytes Desc: OpenPGP digital signature URL: From rfh at vialtus.com Wed Jan 6 07:35:27 2010 From: rfh at vialtus.com (Raed El-Hames) Date: Wed, 06 Jan 2010 12:35:27 +0000 Subject: [rt-users] calling bin/rt from apache / getting 2 rt instances talking to each other Message-ID: <4B44838F.3030000@vialtus.com> Hi; Have anyone tried using the rt client (rt3/bin/rt) from within the web interface (apache2/mod_perl2) ? Or have anyone tried to get 2 RT instances talking to each other (in a method other than email)? We have 2 sites each with its own RT and sometimes there will be shared issues that both sites need to deal with, the process I thought of is : - have a ticket in RT.com1 , within the ticket display page a button that will create a ticket in RT.com2 (via REST), and another button that allow updating a ticket in RT.com2 from the current ticket (in RT.com1). I am trying to use Apache2::RequestUtil->request to spawn sub process to call the rt client : my $r = Apache2::RequestUtil->request; $r->spawn_proc_prog($com, \@com_args); where $com is rt3/bin/rt and @com_args being ("create", "-t", "ticket", "set", "subject=$subject", "queue=$queue", "requestor=\"user.name at email.com\"") to create a ticket and ("correspond", "-m", "$text", "$ticket_number") to update a ticket Creating seem to work fine , however updating is randomly dying with Segmentation fault? Any help or pointers is appreciated, I am not fussed about using Apache2::RequestUtil any alternative is fine for me ? Regards; Roy From italovalcy at gmail.com Wed Jan 6 07:47:54 2010 From: italovalcy at gmail.com (Italo Valcy) Date: Wed, 6 Jan 2010 09:47:54 -0300 Subject: [rt-users] unprivileged users need to log in twice In-Reply-To: <20091215213059.GA31269@sysdev.oucs.ox.ac.uk> References: <20091209200039.GL910@jibsheet.com> <20091209214914.GM910@jibsheet.com> <20091214204652.GA867@jibsheet.com> <20091215084733.GB3893@gunboat-diplomat.oucs.ox.ac.uk> <20091215143818.GB867@jibsheet.com> <20091215171916.GB13175@gunboat-diplomat.oucs.ox.ac.uk> <20091215213059.GA31269@sysdev.oucs.ox.ac.uk> Message-ID: <3639fecf1001060447m26f0addeg2ceefb86af96b8f0@mail.gmail.com> Hi, On Tue, Dec 15, 2009 at 6:30 PM, Dominic Hargreaves wrote: > I've put test packages at > > http://people.debian.org/~dom/rt-test/ > > David, I'd be grateful if you could give these a spin. I installed your test packages and works fine to me. Thank Kevin and you for the fix and the package. Kind Regards. -- Sauda??es, Italo Valcy :: http://wiki.dcc.ufba.br/~ItaloValcy From torsten.brumm at Kuehne-Nagel.com Wed Jan 6 07:58:28 2010 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Wed, 6 Jan 2010 13:58:28 +0100 Subject: [rt-users] Problems with Text::Quoted Module / RT 3.6.5 In-Reply-To: <4B44838F.3030000@vialtus.com> References: <4B44838F.3030000@vialtus.com> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039402769919@w3hamboex11.ger.win.int.kn> Happy new year to all RT Gurus, starting from Monday 4th of Jan, we found some strange problems inside our RT Installation on Centos 5.2. From time to time the mason_handler.fcgi process uses all the memory our system has installed until oom-killer of apache stops this process. After reading a lot and searching the logfiles, i found that every time this occures, we get a logentry: [Wed Jan 06 12:47:17 2010] [warn] mod_fcgid: stderr: Deep recursion on subroutine "Text::Quot Next i found some useful hints inside the list about replacing and renewing Text::Quoted Module, i've done this and yes, the error still occures several times the day. Btw. I also renewed the Scalar::Util Modul during this process. Any ideas or suggestions? Torsten Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnett?, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne From fusco at wanagain.net Wed Jan 6 08:21:16 2010 From: fusco at wanagain.net (Georghy) Date: Wed, 06 Jan 2010 14:21:16 +0100 Subject: [rt-users] RT Variable Message-ID: <4B448E4C.1010900@wanagain.net> Hi all, Happy new year, I'm searching for an array with all the variable that is available for Request Tracker Where can I find it ? Greatings From ktm at rice.edu Wed Jan 6 09:13:31 2010 From: ktm at rice.edu (Kenneth Marshall) Date: Wed, 6 Jan 2010 08:13:31 -0600 Subject: [rt-users] RT Integration with Twitter? In-Reply-To: References: Message-ID: <20100106141331.GR18110@it.is.rice.edu> On Tue, Jan 05, 2010 at 09:37:31PM -0500, steven at stevencochran.com wrote: > Boss wants to know if RT can interface directly with Twitter. I think he > wants the server to send tweets, instead of paging someone. Has anyone done > anything like this? > > thanks! > You should be able to use the Net::Twitter perl module from within RT to tweet. Regards, Ken From kfcrocker at lbl.gov Wed Jan 6 13:13:25 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Wed, 06 Jan 2010 10:13:25 -0800 Subject: [rt-users] Retain Cc and Bcc's for teh whole ticket thread. In-Reply-To: <20100104200042.GG3556@jibsheet.com> References: <003d01ca8a25$d190a0e0$74b1e2a0$%r@glowtouch.com> <20100104200042.GG3556@jibsheet.com> Message-ID: <4B44D2C5.3020807@lbl.gov> Manohar, Essentially, if the CC'c and Bcc's are in the ticket as watchers, they will be retained and will have access (SeeOutgoingEmail) to the thread. RT has an option for making sure all CC's and Bcc's are retained on the ticket when it is created. However, that is a Global option. We found that to be a bit limiting, as some of our Queue Managers did not like this. So, we created a scrip that could be applied on a Queue-by-Queue basis that puts all initial CC's on a ticket and adds any non-redundant CC's as the ticket handles more mail. It is in the RT Wiki. You might want to look at it. I don't remember if we specifically addressed Bcc's, but you could use that code as a model and develop your own for this purpose. Hope this helps. Kenn LBNL On 1/4/2010 12:00 PM, Kevin Falcone wrote: > On Thu, Dec 31, 2009 at 08:00:34PM +0530, H Manohar Rayker wrote: > >> How do I retain the Cc and Bcc list for the entire thread from starting to end in RT? >> > > Add them from the People tab, rather than as one-time-cc one-time-bccs > during a reply. > > >> I am using RT 3.8.4. Also there are some mail display formatting issues when sent the mails >> through Outlook (2k3 & 2k7) as they appear as attachment in the response mail received in my >> outlook program. Can this be solved by upgrading to 3.8.7 or is there any other fix for this? >> > > There are a number of fixes in 3.8.7 related to this, but there are > also commits on 3.8-trunk that won't be released until 3.8.8 > > -kevin > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Wed Jan 6 13:21:57 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Wed, 06 Jan 2010 10:21:57 -0800 Subject: [rt-users] Exporting tickets for management viewing In-Reply-To: <4B4315FE.8020704@vialtus.com> References: <86d53a100912220927o221550ado3b89cd63b8a64f52@mail.gmail.com> <86d53a101001041243k166956d5vced4c297002ff9a4@mail.gmail.com> <20100104204759.GH3556@jibsheet.com> <86d53a101001041248t6cbfd49ey1440748ab78f727a@mail.gmail.com> <8a5c3dac1001041257v96dc2dcm59df972048757718@mail.gmail.com> <86d53a101001041259x4adea3e8r4247c367bd0eaf3@mail.gmail.com> <8a5c3dac1001041307u5d3c3642n9b734f523064fa52@mail.gmail.com> <86d53a101001041308u726bb250l414db81f520282f8@mail.gmail.com> <4B4315FE.8020704@vialtus.com> Message-ID: <4B44D4C5.203@lbl.gov> Tyler, Have you thought of using SQL against the DataBase to create a report or file? We have found RT Query to be incomplete for getting some data, but that data is available with SQL. Is that something you considered? Kenn LBNL On 1/5/2010 2:35 AM, Raed El-Hames wrote: > I might be wrong , but the forward function will only forward a > particular reply or comment .. > As I understand it what you need is a report on a ticket(s) including > ticket status etc, if this is the case, there is nothing to do this > within RT by default; however its fairly easy to do in a perl script > using the RT api. > I have done few of those in the past if you need to, I can dig one up > and mail you. > > Regards; > Roy > > > Tyler Hall wrote: > >> William - >> >> >> >> >>> I am assuming that you want the contents of the replies and comments to go >>> to the "men upstairs". >>> >>> >>> >> You are correct. I'll upgrade and see if that will meet my needs. >> >> Thanks >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From usts-ji at usts.com Wed Jan 6 13:27:52 2010 From: usts-ji at usts.com (Jeff Ilgen) Date: Wed, 6 Jan 2010 13:27:52 -0500 Subject: [rt-users] RT not sending e-mails to Requestors upon Ticket creation Message-ID: <244F9A80-3B9F-4E23-B78C-814E3CC8518C@usts.com> (My apologies if this is a duplicate post. I wasn't sure if it got posted.) Hello all, I'm experiencing a problem with RT not sending e-mails to Requestors when a Ticket is created. RT does send e-mails to Cc's and AdminCc's upon the same ticket creations. When I create a ticket, I don't see entries in /var/log/maillog as I see when e-mails are sent to Cc's and AdminCc's which seems to indicate that RT is not even attempting to send e-mails to Requestors. I haven't changed the default Global Scrips, particularly, "On Create Autoreply To Requestors". Is there some other configuration file or setting other than RT_SiteConfig.pm and the Global Scrips that might effect e-mails to Requestors? Has anyone seen this behavior in the past?(I've checked on the "Googles" with no luck.) I'm running RT 3.8.4 on RedHat EL 5 with Apache 2.2.3 and sendmail 8.13.8-2.el5. I'm also smart hosting e-mails to another mail server via sendmail. Contents of RT_SiteConfig.pm below: ____________________ # Any configuration directives you include here will override # RT's default configuration file, RT_Config.pm # # To include a directive here, just copy the equivalent statement # from RT_Config.pm and change the value. We've included a single # sample value below. # # This file is actually a perl module, so you can include valid # perl code, as well. # # The converse is also true, if this file isn't valid perl, you're # going to run into trouble. To check your SiteConfig file, use # this comamnd: # # perl -c /path/to/your/etc/RT_SiteConfig.pm #Set( $rtname, '172.21.191.50'); #Set( $rtname, '192.168.183.50'); Set( $rtname, '.com'); Set( $WebPath, '/rt' ); Set($DatabasePassword , 'password'); Set($DatabaseUser, 'rt_user'); # Size is expressed in bytes - 50MB Set($MaxAttachmentSize, '50000000'); 1; From kfcrocker at lbl.gov Wed Jan 6 13:39:46 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Wed, 06 Jan 2010 10:39:46 -0800 Subject: [rt-users] RT not sending e-mails to Requestors upon Ticket creation In-Reply-To: <244F9A80-3B9F-4E23-B78C-814E3CC8518C@usts.com> References: <244F9A80-3B9F-4E23-B78C-814E3CC8518C@usts.com> Message-ID: <4B44D8F2.4040705@lbl.gov> Jeff, Could be a lot of things. Do you get any error message at all? Have you tried re-creating this in a test environment with your config set to Development (*Set($DevelMode, '1');)? *This would greatly enhance our chance to debugg the problem. Hope this helps. Kenn LBNL On 1/6/2010 10:27 AM, Jeff Ilgen wrote: > (My apologies if this is a duplicate post. I wasn't sure if it got > posted.) > > Hello all, > I'm experiencing a problem with RT not sending e-mails to Requestors > when a Ticket is created. RT does send e-mails to Cc's and AdminCc's > upon the same ticket creations. > > When I create a ticket, I don't see entries in /var/log/maillog as I > see when e-mails are sent to Cc's and AdminCc's which seems to > indicate that RT is not even attempting to send e-mails to Requestors. > > I haven't changed the default Global Scrips, particularly, "On Create > Autoreply To Requestors". > > Is there some other configuration file or setting other than > RT_SiteConfig.pm and the Global Scrips that might effect e-mails to > Requestors? Has anyone seen this behavior in the past?(I've checked > on the "Googles" with no luck.) > > I'm running RT 3.8.4 on RedHat EL 5 with Apache 2.2.3 and sendmail > 8.13.8-2.el5. I'm also smart hosting e-mails to another mail server > via sendmail. > > Contents of RT_SiteConfig.pm below: > ____________________ > > # Any configuration directives you include here will override > # RT's default configuration file, RT_Config.pm > # > # To include a directive here, just copy the equivalent statement > # from RT_Config.pm and change the value. We've included a single > # sample value below. > # > # This file is actually a perl module, so you can include valid > # perl code, as well. > # > # The converse is also true, if this file isn't valid perl, you're > # going to run into trouble. To check your SiteConfig file, use > # this comamnd: > # > # perl -c /path/to/your/etc/RT_SiteConfig.pm > > #Set( $rtname, '172.21.191.50'); > #Set( $rtname, '192.168.183.50'); > Set( $rtname, '.com'); > > Set( $WebPath, '/rt' ); > > Set($DatabasePassword , 'password'); > Set($DatabaseUser, 'rt_user'); > > # Size is expressed in bytes - 50MB > Set($MaxAttachmentSize, '50000000'); > > 1; > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron at guise.net.nz Wed Jan 6 14:09:17 2010 From: aaron at guise.net.nz (Aaron Guise) Date: Thu, 7 Jan 2010 08:09:17 +1300 Subject: [rt-users] Problems installing MergeUsers In-Reply-To: References: Message-ID: On Wed, Jan 6, 2010 at 7:28 PM, Jerrad Pierce < jpierce at cambridgeenergyalliance.org> wrote: > > Unfortunately trouble soon surfaced as shown below, bad make test. Any > ideas what may contribute to this? > Your RT installation isn't @INC so cpan can't access RT::Test. > > Note that the README says nothing about make test, > and few if any other extensions seem to include tests because > of this and other headaches. > Thanks Jerrad, so in this case would you think it'd be ok to use force install here? *Regards,* *Aaron Guise 07 838 7793 027 212 6638 aaron at guise.net.nz * MSN: guisea at hotmail.com Contact Me [image: Facebook] -------------- next part -------------- An HTML attachment was scrubbed... URL: From sartak at bestpractical.com Wed Jan 6 14:36:22 2010 From: sartak at bestpractical.com (Shawn M Moore) Date: Wed, 06 Jan 2010 14:36:22 -0500 Subject: [rt-users] UpdateCc, clickable addresses bug? In-Reply-To: References: <20091217143701.GB14627@bestpractical.com> <20091218203023.GC31583@bestpractical.com> <20091221161713.GQ2572@bestpractical.com> Message-ID: <4B44E636.3010108@bestpractical.com> On 12/21/09 12:15 PM, B?LINT Bek?ny wrote: > Looking at the patch now that it's a unified diff, I think we probably > want to be escaping the ' rather than killing it. Does \\' work as a > replacement string? > > > > Yes, it works. > > -- > Bekeny > Thanks Bek?ny, applied to 3.8 as cf29b12. Shawn From jpierce at cambridgeenergyalliance.org Wed Jan 6 16:38:07 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Wed, 6 Jan 2010 16:38:07 -0500 Subject: [rt-users] Problems installing MergeUsers In-Reply-To: References: Message-ID: > Thanks Jerrad,?so in this case would you think it'd be ok to use force install here? Certainly. But then, I never install via the cpan shell (build and test as lowly user), and generally install regardless of test results (as long as success is 80%+ ;-) From aaron at guise.net.nz Wed Jan 6 18:11:41 2010 From: aaron at guise.net.nz (Aaron Guise) Date: Thu, 7 Jan 2010 12:11:41 +1300 Subject: [rt-users] Possible gotcha's as company merges. Message-ID: Hi All, The company I work for has been bought out/merged into another company, or will be as of 1st March 2010. I obviously will need to change the rtname and Organisation values at that time. Set($rtname , "Sitel SR"); Set($Organization , "ham.sitel.co.nz"); I just wondered if anyone has done this previously where I can pull from their experience, also by amending these to values will this cause issues with RT as now our RT has been used for some 50,000 tickets and counting? Just installed the merge users extension too as we will all have new email addresses, I am not particularly looking forward to the changes I will have to make at this time. * Regards,* *Aaron Guise 07 838 7793 027 212 6638 aaron at guise.net.nz * MSN: guisea at hotmail.com [image: Facebook] -------------- next part -------------- An HTML attachment was scrubbed... URL: From smithj4 at bnl.gov Wed Jan 6 18:34:00 2010 From: smithj4 at bnl.gov (Jason A. Smith) Date: Wed, 06 Jan 2010 18:34:00 -0500 Subject: [rt-users] Possible gotcha's as company merges. In-Reply-To: References: Message-ID: <1262820840.5315.7.camel@smith.racf.bnl.gov> On Thu, 2010-01-07 at 12:11 +1300, Aaron Guise wrote: > Hi All, > > The company I work for has been bought out/merged into another > company, or will be as of 1st March 2010. > > I obviously will need to change the rtname and Organisation values at > that time. > > Set($rtname , "Sitel SR"); You may also need to change $EmailSubjectTagRegex so emails with the old $rtname will match to the correct tickets. If you will also be changing your RT email addresses or domain name, you may also need to change the $RTAddressRegexp variable as well. > Set($Organization , "ham.sitel.co.nz"); Changing $Organization will break ticket links for all current tickets in your DB, unless you can figure out a way to modify the RT DB to match the change I suppose. > I just wondered if anyone has done this previously where I can pull > from their experience, also by amending these to values will this > cause issues with RT as now our RT has been used for some 50,000 > tickets and counting? > > Just installed the merge users extension too as we will all have new > email addresses, I am not particularly looking forward to the changes > I will have to make at this time. > > > Regards, > Aaron Guise > > 07 838 7793 > 027 212 6638 > aaron at guise.net.nz > > > > MSN: guisea at hotmail.com > Facebook > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- /------------------------------------------------------------------\ | Jason A. Smith Email: smithj4 at bnl.gov | | Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \------------------------------------------------------------------/ -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3906 bytes Desc: not available URL: From jpierce at cambridgeenergyalliance.org Thu Jan 7 11:04:48 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 7 Jan 2010 11:04:48 -0500 Subject: [rt-users] BecomeUser update Message-ID: An updated version for 3.8.6+ compatibility has been uploaded to CPAN and is available from http://search.cpan.org/~jpierce I've also notified modules@ of my desire for ACLs on the project since poddar is MIA and the module needs a maintainer who can publish working versions that are visible to the public... -- Cambridge Energy Alliance: Save money. Save the planet. From dominic.hargreaves at oucs.ox.ac.uk Thu Jan 7 12:05:41 2010 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Thu, 7 Jan 2010 17:05:41 +0000 Subject: [rt-users] rt2tort3 import errors In-Reply-To: <20091110165336.GK23631@bestpractical.com> References: <20091103162426.GK3647@gunboat-diplomat.oucs.ox.ac.uk> <20091103163017.GW13819@bestpractical.com> <20091103181258.GM3647@gunboat-diplomat.oucs.ox.ac.uk> <20091104192017.GQ13819@bestpractical.com> <20091110162111.GP3575@gunboat-diplomat.oucs.ox.ac.uk> <20091110165336.GK23631@bestpractical.com> Message-ID: <20100107170540.GO4224@gunboat-diplomat.oucs.ox.ac.uk> On Tue, Nov 10, 2009 at 11:53:37AM -0500, Jesse Vincent wrote: > > > > > I've a number of patches to rt2tort3 I'd like to feed upstream; > > Fantastic. > > > what's the best place for them? rt.cpan.org? > > Nominally yes. But it depends a bit on what you're using for > development. If it happens to be a public git repo, I can just pull from > you. I've just sent a pull request on github. Hopefully this will make it to you and the list, but it's the first time I've done this, so bear with me if anything looks wrong! Let me know if you need any more details on any of the changes. This marks the completion of the migration of our mail RT instances from RT 2.0.11 to 3.8.7 -- massively, massively, overdue. Thanks to Best Practical for RT and for the list community for providing assistance where needed. The upgrade has provided much-needed relief around here (our install was really at the end of its life; response times went through the floor over the last few months). I will try and push through a few other minor changes and suggestions for improvement I've collected as part of the process when I have a moment. 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 balint.bekeny at docca.hu Thu Jan 7 16:26:31 2010 From: balint.bekeny at docca.hu (=?UTF-8?B?QsOBTElOVCBCZWvDqW55?=) Date: Thu, 7 Jan 2010 22:26:31 +0100 Subject: [rt-users] Problems with Text::Quoted Module / RT 3.6.5 In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB039402769919@w3hamboex11.ger.win.int.kn> References: <4B44838F.3030000@vialtus.com> <16426EA38D57E74CB1DE5A6AE1DB039402769919@w3hamboex11.ger.win.int.kn> Message-ID: Hi Torsten, I think this was fixed in 3.8.2. The relevant ChangeLog part is: "* rewrite displaying message stanza without recursion to avoid problems with deep recursion errors and improve performance [ruz]" -- Bek?ny On Wed, Jan 6, 2010 at 1:58 PM, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: > Happy new year to all RT Gurus, > starting from Monday 4th of Jan, we found some strange problems inside our > RT Installation on Centos 5.2. From time to time the mason_handler.fcgi > process uses all the memory our system has installed until oom-killer of > apache stops this process. > > After reading a lot and searching the logfiles, i found that every time > this occures, we get a logentry: > > [Wed Jan 06 12:47:17 2010] [warn] mod_fcgid: stderr: Deep recursion on > subroutine "Text::Quot > > Next i found some useful hints inside the list about replacing and renewing > Text::Quoted Module, i've done this and yes, the error still occures several > times the day. > > Btw. I also renewed the Scalar::Util Modul during this process. > > Any ideas or suggestions? > > Torsten > > Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann > (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian > Marnett?, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, > Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich > haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg > Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Jan 7 16:49:35 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 7 Jan 2010 16:49:35 -0500 Subject: [rt-users] rt2tort3 import errors In-Reply-To: <20100107170540.GO4224@gunboat-diplomat.oucs.ox.ac.uk> References: <20091103162426.GK3647@gunboat-diplomat.oucs.ox.ac.uk> <20091103163017.GW13819@bestpractical.com> <20091103181258.GM3647@gunboat-diplomat.oucs.ox.ac.uk> <20091104192017.GQ13819@bestpractical.com> <20091110162111.GP3575@gunboat-diplomat.oucs.ox.ac.uk> <20091110165336.GK23631@bestpractical.com> <20100107170540.GO4224@gunboat-diplomat.oucs.ox.ac.uk> Message-ID: <20100107214935.GN3556@jibsheet.com> On Thu, Jan 07, 2010 at 05:05:41PM +0000, Dominic Hargreaves wrote: > On Tue, Nov 10, 2009 at 11:53:37AM -0500, Jesse Vincent wrote: > > > > > > > > I've a number of patches to rt2tort3 I'd like to feed upstream; > > > > Fantastic. > > > > > what's the best place for them? rt.cpan.org? > > > > Nominally yes. But it depends a bit on what you're using for > > development. If it happens to be a public git repo, I can just pull from > > you. > > I've just sent a pull request on github. Hopefully this will make it > to you and the list, but it's the first time I've done this, so bear > with me if anything looks wrong! > > Let me know if you need any more details on any of the changes. > > This marks the completion of the migration of our mail RT instances from > RT 2.0.11 to 3.8.7 -- massively, massively, overdue. > > Thanks to Best Practical for RT and for the list community for > providing assistance where needed. The upgrade has provided much-needed > relief around here (our install was really at the end of its life; > response times went through the floor over the last few months). > > I will try and push through a few other minor changes and suggestions > for improvement I've collected as part of the process when I have a > moment. I've git remote add -f'ed the pull request at this point, it just needs more review (most of the changes are obvious, a few require a bit more thought) -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Tim.Bonnell at carringtonwire.com Fri Jan 8 06:42:32 2010 From: Tim.Bonnell at carringtonwire.com (Tim Bonnell) Date: Fri, 8 Jan 2010 11:42:32 -0000 Subject: [rt-users] screendumps, searching and editing Message-ID: <087E496ADD78124BBBCB923E1303381A1FB127@UKCWHXNT07.ad.carringtonwire.com> I tried RT in the Spring of 2008 and though it did most of what I wanted, there were a couple of features (or lack of them) that made me stop. I have searched this mailing list for an update on these features, but have failed to find a definitive answer. Searchable body Include screen dumps inside request headers and solutions Edit body text Searchable body. I used RT to log customers problem requests, and document the solution. I would include code snippets, error logs etc, and would need to be able to search for these pieces in future call requests. Screen Dumps.I support a complex business application and encourage the users to include a screen dump with a problem request. I would also like to include screen dumps of the solution that were used. Editable body text. I agree with the general principle that each stage of progress should not be changed, however on occasion during providing a solution, you may type a code snippet incorrectly. I need a way of changing incorrect information. Regards, Tim B -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at vialtus.com Fri Jan 8 07:09:05 2010 From: rfh at vialtus.com (Raed El-Hames) Date: Fri, 08 Jan 2010 12:09:05 +0000 Subject: [rt-users] screendumps, searching and editing In-Reply-To: <087E496ADD78124BBBCB923E1303381A1FB127@UKCWHXNT07.ad.carringtonwire.com> References: <087E496ADD78124BBBCB923E1303381A1FB127@UKCWHXNT07.ad.carringtonwire.com> Message-ID: <4B472061.5040500@vialtus.com> Tim; Tim Bonnell wrote: > > > > Searchable body. I used RT to log customers problem requests, and > document the solution. I would include code snippets, error logs etc, > and would need to be able to search for these pieces in future call > requests. > > You can search for anything in RT, including content searching from within the Query Builder (Tickets link) page. > Screen Dumps.I support a complex business application and encourage > the users to include a screen dump with a problem request. I would > also like to include screen dumps of the solution that were used. > You can upload attachments to tickets , screen dumps will be attachments? or am I missing something. > > > Editable body text. I agree with the general principle that each stage > of progress should not be changed, however on occasion during > providing a solution, you may type a code snippet incorrectly. I need > a way of changing incorrect information. > Considering that most probably updates will be emailed out to individuals, you do not want the ticket text to be different to the email sent , (ie if you do update , update emailed out, you then edit that update , someone later login and view the ticket and notice the update text is different to what they've received) .. in case you want to correct information I would recommend you do another update with the correction (which is a more accurate change control process). Saying that I do remember someone done a plugin/code to allow editing update .. search the mailing list. Regards; Roy From ktm at rice.edu Fri Jan 8 09:14:08 2010 From: ktm at rice.edu (Kenneth Marshall) Date: Fri, 8 Jan 2010 08:14:08 -0600 Subject: [rt-users] screendumps, searching and editing In-Reply-To: <087E496ADD78124BBBCB923E1303381A1FB127@UKCWHXNT07.ad.carringtonwire.com> References: <087E496ADD78124BBBCB923E1303381A1FB127@UKCWHXNT07.ad.carringtonwire.com> Message-ID: <20100108141408.GG1895@it.is.rice.edu> On Fri, Jan 08, 2010 at 11:42:32AM -0000, Tim Bonnell wrote: > I tried RT in the Spring of 2008 and though it did most of what I > wanted, there were a couple of features (or lack of them) that made me > stop. I have searched this mailing list for an update on these features, > but have failed to find a definitive answer. > > > > Searchable body > > Include screen dumps inside request headers and solutions > > Edit body text > > > > Searchable body. I used RT to log customers problem requests, and > document the solution. I would include code snippets, error logs etc, > and would need to be able to search for these pieces in future call > requests. > Any text has always been searchable. I would not however recommend doing a full content search if your database is large without full text indexing support. The two backends that currently support it are Oracle and PostgreSQL. Please see the wiki for details on how to set it up. > > > Screen Dumps.I support a complex business application and encourage the > users to include a screen dump with a problem request. I would also like > to include screen dumps of the solution that were used. > > > > Editable body text. I agree with the general principle that each stage > of progress should not be changed, however on occasion during providing > a solution, you may type a code snippet incorrectly. I need a way of > changing incorrect information. > The latest version is the corrected information. History is not malleable/changeable with in RT. You can also add a fixed version. Cheers, Ken From change+lists.rt at nightwind.net Fri Jan 8 13:12:44 2010 From: change+lists.rt at nightwind.net (Nick Kartsioukas) Date: Fri, 08 Jan 2010 10:12:44 -0800 Subject: [rt-users] Forwarded tickets show as MIME-encoded attachments within attachments Message-ID: <1262974364.24942.1353656417@webmail.messagingengine.com> When forwarding tickets (or a single ticket transaction) in RT 3.8.7, RT generates an email with an attachment, and within that attachment is another MIME encoded attachment. This is not very useful, at least not in Outlook or Thunderbird. Is there a way to reduce the number of times the ticket content gets wrapped up in attachments (and maybe send as plaintext instead of MIME encoded)? I couldn't find anything in RT_Config.pm about ticket forwarding behavior. Thanks! RT 3.8.7 running under Apache 2 with FastCGI, email is configured as: Set($MailCommand , 'sendmail'); Set($SendmailArguments , "-oi"); From diona at knowmad.com Fri Jan 8 13:23:08 2010 From: diona at knowmad.com (Diona Kidd) Date: Fri, 8 Jan 2010 13:23:08 -0500 Subject: [rt-users] Group management in Queue creation Message-ID: <860f763b1001081023m35db39cakafc418fd5c8c084e@mail.gmail.com> I need to delegate the ability to assign group permissions to a support manager group. Currently, when a support manager creates a queue, they are unable to assign group rights to the queue. I've look through the wiki and tried some permission settings but have been unable to grant this ability. Can someone tell me which right I need to give the support manager group in order to give this this ability? Thanks in advance, Diona -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Fri Jan 8 14:51:04 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Fri, 08 Jan 2010 11:51:04 -0800 Subject: [rt-users] Group management in Queue creation In-Reply-To: <860f763b1001081023m35db39cakafc418fd5c8c084e@mail.gmail.com> References: <860f763b1001081023m35db39cakafc418fd5c8c084e@mail.gmail.com> Message-ID: <4B478CA8.3050006@lbl.gov> Diona, The ability to assign "Group Rights" for a Queue can be granted globally and on a Queue-by-Queue basis. I recommend the later. Are you wanting to grant that right to a collective group of user, like a "managers group" or to a specific individual? WE use the "AdminCc" role for this purpose. That way, one or more individuals in that role for /THAT/ queue, can grant access rights to /THAT /Queue. The right/privilege you want to grant is "ModifyACL", "ModifyQueueWatchers", and "ShowACL". We grant other rights to these Queue Managers (Queue AdminCc) because they are also responsibile to make sure tickets are assigned and resolved, etc. but that's just our workflow. Hope this helps. Kenn LBNL On 1/8/2010 10:23 AM, Diona Kidd wrote: > I need to delegate the ability to assign group permissions to a > support manager group. Currently, when a support manager creates a > queue, they are unable to assign group rights to the queue. I've look > through the wiki and tried some permission settings but have been > unable to grant this ability. > > Can someone tell me which right I need to give the support manager > group in order to give this this ability? > > Thanks in advance, > > Diona > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From slander at hearstsc.com Fri Jan 8 15:24:22 2010 From: slander at hearstsc.com (Lander, Scott) Date: Fri, 8 Jan 2010 15:24:22 -0500 Subject: [rt-users] Need to make CF mandatory at resolve time Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B090E948199@RCLTEXCMS02.resource.hearstcorp.com> folks, In RT 3.8.x. I have several different queues, each of which have their own work categories as CFs. When a call comes in from a user to the help desk the help desk people select the queue and fill in the mandatory CF. however, if a user emails in a ticket, there is nothing the enforces the mandatory fields, and I can't always determine it from the contents of the email. So, my question is, is there a way to enforce mandatory fields to be filled in at resolve time? The ticket owner is the best one to know which category a ticket belongs in anyways. So, resolve time is really the right time for this selection for us, anyways. Thanks. ------------------------------------------------------------------------------------ This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message. ------------------------------------------------------------------------------------ -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Fri Jan 8 15:56:33 2010 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Fri, 8 Jan 2010 21:56:33 +0100 Subject: [rt-users] Problems with Text::Quoted Module / RT 3.6.5 In-Reply-To: References: <4B44838F.3030000@vialtus.com> <16426EA38D57E74CB1DE5A6AE1DB039402769919@w3hamboex11.ger.win.int.kn> Message-ID: Hi Bekeny, that sounds good, we are in front of migration to rt 3.8.x......soon. Thanks 2010/1/7 B?LINT Bek?ny > Hi Torsten, > > I think this was fixed in 3.8.2. The relevant ChangeLog part is: > "* rewrite displaying message stanza without recursion to avoid > problems with deep recursion errors and improve performance [ruz]" > > -- > Bek?ny > > > > On Wed, Jan 6, 2010 at 1:58 PM, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID > wrote: > >> Happy new year to all RT Gurus, >> starting from Monday 4th of Jan, we found some strange problems inside our >> RT Installation on Centos 5.2. From time to time the mason_handler.fcgi >> process uses all the memory our system has installed until oom-killer of >> apache stops this process. >> >> After reading a lot and searching the logfiles, i found that every time >> this occures, we get a logentry: >> >> [Wed Jan 06 12:47:17 2010] [warn] mod_fcgid: stderr: Deep recursion on >> subroutine "Text::Quot >> >> Next i found some useful hints inside the list about replacing and >> renewing Text::Quoted Module, i've done this and yes, the error still >> occures several times the day. >> >> Btw. I also renewed the Scalar::Util Modul during this process. >> >> Any ideas or suggestions? >> >> Torsten >> >> Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann >> (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian >> Marnett?, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, >> Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich >> haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg >> Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne >> >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Fri Jan 8 15:57:18 2010 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Fri, 8 Jan 2010 21:57:18 +0100 Subject: [rt-users] Problems with Text::Quoted Module / RT 3.6.5 In-Reply-To: References: <4B44838F.3030000@vialtus.com> <16426EA38D57E74CB1DE5A6AE1DB039402769919@w3hamboex11.ger.win.int.kn> Message-ID: Btw, a good question could be: is this also fixed in later rt 3.6.x releases? 2010/1/7 B?LINT Bek?ny > Hi Torsten, > > I think this was fixed in 3.8.2. The relevant ChangeLog part is: > "* rewrite displaying message stanza without recursion to avoid > problems with deep recursion errors and improve performance [ruz]" > > -- > Bek?ny > > > > On Wed, Jan 6, 2010 at 1:58 PM, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID > wrote: > >> Happy new year to all RT Gurus, >> starting from Monday 4th of Jan, we found some strange problems inside our >> RT Installation on Centos 5.2. From time to time the mason_handler.fcgi >> process uses all the memory our system has installed until oom-killer of >> apache stops this process. >> >> After reading a lot and searching the logfiles, i found that every time >> this occures, we get a logentry: >> >> [Wed Jan 06 12:47:17 2010] [warn] mod_fcgid: stderr: Deep recursion on >> subroutine "Text::Quot >> >> Next i found some useful hints inside the list about replacing and >> renewing Text::Quoted Module, i've done this and yes, the error still >> occures several times the day. >> >> Btw. I also renewed the Scalar::Util Modul during this process. >> >> Any ideas or suggestions? >> >> Torsten >> >> Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann >> (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian >> Marnett?, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, >> Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich >> haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg >> Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne >> >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From balint.bekeny at docca.hu Fri Jan 8 16:17:25 2010 From: balint.bekeny at docca.hu (=?UTF-8?B?QsOBTElOVCBCZWvDqW55?=) Date: Fri, 8 Jan 2010 22:17:25 +0100 Subject: [rt-users] Problems with Text::Quoted Module / RT 3.6.5 In-Reply-To: References: <4B44838F.3030000@vialtus.com> <16426EA38D57E74CB1DE5A6AE1DB039402769919@w3hamboex11.ger.win.int.kn> Message-ID: "Btw, a good question could be: is this also fixed in later rt 3.6.x releases?" I don't think so but this maybe helps you for fix it in 3.6: http://lists.bestpractical.com/pipermail/rt-commit/2008-November/014444.html -- Bek?ny On Fri, Jan 8, 2010 at 9:57 PM, Torsten Brumm wrote: > Btw, a good question could be: is this also fixed in later rt 3.6.x > releases? > > 2010/1/7 B?LINT Bek?ny > >> Hi Torsten, >> >> >> I think this was fixed in 3.8.2. The relevant ChangeLog part is: >> "* rewrite displaying message stanza without recursion to avoid >> problems with deep recursion errors and improve performance [ruz]" >> >> -- >> Bek?ny >> >> >> >> On Wed, Jan 6, 2010 at 1:58 PM, Brumm, Torsten / Kuehne + Nagel / Ham >> MI-ID wrote: >> >>> Happy new year to all RT Gurus, >>> starting from Monday 4th of Jan, we found some strange problems inside >>> our RT Installation on Centos 5.2. From time to time the mason_handler.fcgi >>> process uses all the memory our system has installed until oom-killer of >>> apache stops this process. >>> >>> After reading a lot and searching the logfiles, i found that every time >>> this occures, we get a logentry: >>> >>> [Wed Jan 06 12:47:17 2010] [warn] mod_fcgid: stderr: Deep recursion on >>> subroutine "Text::Quot >>> >>> Next i found some useful hints inside the list about replacing and >>> renewing Text::Quoted Module, i've done this and yes, the error still >>> occures several times the day. >>> >>> Btw. I also renewed the Scalar::Util Modul during this process. >>> >>> Any ideas or suggestions? >>> >>> Torsten >>> >>> Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann >>> (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian >>> Marnett?, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, >>> Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich >>> haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg >>> Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne >>> >>> >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > > -- > MFG > > Torsten Brumm > > http://www.brumm.me > http://www.elektrofeld.de > -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Sat Jan 9 02:05:42 2010 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Sat, 9 Jan 2010 08:05:42 +0100 Subject: [rt-users] Problems with Text::Quoted Module / RT 3.6.5 In-Reply-To: References: <4B44838F.3030000@vialtus.com> <16426EA38D57E74CB1DE5A6AE1DB039402769919@w3hamboex11.ger.win.int.kn> Message-ID: Coooooool! Thanks, will try it out on monday, could save our RT until update :-) 2010/1/8 B?LINT Bek?ny > "Btw, a good question could be: is this also fixed in later rt 3.6.x > releases?" > > I don't think so but this maybe helps you for fix it in 3.6: > > http://lists.bestpractical.com/pipermail/rt-commit/2008-November/014444.html > > -- > Bek?ny > > > > On Fri, Jan 8, 2010 at 9:57 PM, Torsten Brumm < > torsten.brumm at googlemail.com> wrote: > >> Btw, a good question could be: is this also fixed in later rt 3.6.x >> releases? >> >> 2010/1/7 B?LINT Bek?ny >> >>> Hi Torsten, >>> >>> >>> I think this was fixed in 3.8.2. The relevant ChangeLog part is: >>> "* rewrite displaying message stanza without recursion to avoid >>> problems with deep recursion errors and improve performance [ruz]" >>> >>> -- >>> Bek?ny >>> >>> >>> >>> On Wed, Jan 6, 2010 at 1:58 PM, Brumm, Torsten / Kuehne + Nagel / Ham >>> MI-ID wrote: >>> >>>> Happy new year to all RT Gurus, >>>> starting from Monday 4th of Jan, we found some strange problems inside >>>> our RT Installation on Centos 5.2. From time to time the mason_handler.fcgi >>>> process uses all the memory our system has installed until oom-killer of >>>> apache stops this process. >>>> >>>> After reading a lot and searching the logfiles, i found that every time >>>> this occures, we get a logentry: >>>> >>>> [Wed Jan 06 12:47:17 2010] [warn] mod_fcgid: stderr: Deep recursion on >>>> subroutine "Text::Quot >>>> >>>> Next i found some useful hints inside the list about replacing and >>>> renewing Text::Quoted Module, i've done this and yes, the error still >>>> occures several times the day. >>>> >>>> Btw. I also renewed the Scalar::Util Modul during this process. >>>> >>>> Any ideas or suggestions? >>>> >>>> Torsten >>>> >>>> Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann >>>> (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian >>>> Marnett?, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, >>>> Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich >>>> haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg >>>> Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne >>>> >>>> >>>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>>> >>> >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> >> >> >> -- >> 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 mads at busk.dk Sun Jan 10 09:06:33 2010 From: mads at busk.dk (Mads) Date: Sun, 10 Jan 2010 15:06:33 +0100 Subject: [rt-users] Installproblem Oracle+ RT3.6 initscript cannot create system user Message-ID: <4B49DEE9.5000808@busk.dk> I have installed RT 3.6 on Ubuntu server 8.04 LTS, using the apt-get packages. I want to use Oracle 10.0.2.4 on a different server. On the RT-host I can connect with sqlplus (tnsnames), and with perl -MDBI -le 'DBI->connect("DBI:Oracle:busk","busk","password")' user busk has dba-role I haven't managed to get the RT-scripts use the tnsnames, but managed by specifying Set($DatabaseHost, '192.168.0.18'); in RT_SiteConfig.pm When I run the initscript, the user is created, with tables,sequences a.s.o. But the scipt stops with the following message: root at RequestTr:~# TWO_TASK=FOO /usr/sbin/rt-setup-database-3.6 --action init --dba busk --prompt-for-dba-password In order to create or update your RT database,this script needs to connect to your Oracle instance on 192.168.0.18 as busk. Please specify that user's database password below. If the user has no database password, just press return. Password: Now creating a database for RT. Creating Oracle database BUSK10. Done setting up database ACLs. Now populating database schema. Creating database schema. Done setting up database schema. Now inserting database ACLs Now inserting RT core system objects Checking for existing system user...not found. This appears to be a new installation. Creating system user...Could not create user root@ My knowledge of perl er almost nil, but studying the scripts, and of course sources on Internet have helped me so far - but now I am really stuck ;-( I hope someone can give me a clue to the solution. -- Med venlig Hilsen Hans Erik Busk Mads-udvikler mads at busk.dk tlf. 5544 1401 (mobil 4013 1401 normalt slukket) From eliezer.chavez at gmail.com Sun Jan 10 22:34:26 2010 From: eliezer.chavez at gmail.com (=?ISO-8859-1?Q?Eliezer_E_Ch=E1vez?=) Date: Mon, 11 Jan 2010 23:04:26 +1930 Subject: [rt-users] Problems with rt 3.8.7/postgresql 8.4.2 encoding Message-ID: <66d635aa1001101934o5ee47bfbhc333231e7a71b131@mail.gmail.com> Guys: I found myself with the following error (i live in Venezuela, so we expect certain characters like ? ? ? ? ? ? in mail): [Sun Jan 10 23:51:58 2010] [info]: < rt-3.8.7-17334-1263167518-937.8-3-0 at yv-consulting.com> #8/129 - Scrip 3 On Create Autoreply To Requestors (/opt/rt/bin/../lib/RT/Action/SendEmail.pm:300) [Sun Jan 10 23:51:59 2010] [info]: < rt-3.8.7-17334-1263167518-937.8-3-0 at yv-consulting.com> sent To: echavez at yv-consulting.com.ve (/opt/rt/bin/../lib/RT/Action/SendEmail.pm:331) [Sun Jan 10 23:51:59 2010] [warning]: DBD::Pg::st execute failed: ERROR: invalid byte sequence for encoding "UTF8": 0xc361 [Sun Jan 10 23:51:59 2010] [warning]: RT::Handle=HASH(0xb89f54c) couldn't execute the query 'INSERT INTO Attachments (Subject, Filename, ContentType, Headers, Creator, MessageId, Parent, Created, Content, ContentEncoding, TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 522 [Sun Jan 10 23:51:59 2010] [crit]: Attachment insert failed: ERROR: invalid byte sequence for encoding "UTF8": 0xc361 [Sun Jan 10 23:51:59 2010] [crit]: Attachment insert failed: ERROR: invalid byte sequence for encoding "UTF8": 0xc361 [Sun Jan 10 23:51:59 2010] [info]: < rt-3.8.7-17334-1263167518-968.8-4-0 at yv-consulting.com> #8/129 - Scrip 4 On Create Notify AdminCcs (/opt/rt/bin/../lib/RT/Action/SendEmail.pm:300) [Sun Jan 10 23:51:59 2010] [info]: < rt-3.8.7-17334-1263167518-968.8-4-0 at yv-consulting.com> No recipients found. Not sending. (/opt/rt/bin/../lib/RT/Interface/Email.pm:342) [Sun Jan 10 23:51:59 2010] [info]: Ticket 8 created in queue 'Soporte [App/Web Server]' by echavez (/opt/rt/bin/../lib/RT/Ticket_Overlay.pm:667) [Sun Jan 10 23:51:59 2010] [crit]: HasRight called with no valid object (/opt/rt/bin/../lib/RT/Principal_Overlay.pm:322) Somebody could pls help me? Best Regards!!!! EC P.D. Sorry my losey english! -------------- next part -------------- An HTML attachment was scrubbed... URL: From JoopvandeWege at mococo.nl Mon Jan 11 02:49:26 2010 From: JoopvandeWege at mococo.nl (Joop) Date: Mon, 11 Jan 2010 08:49:26 +0100 Subject: [rt-users] Installproblem Oracle+ RT3.6 initscript cannot create system user In-Reply-To: <4B49DEE9.5000808@busk.dk> References: <4B49DEE9.5000808@busk.dk> Message-ID: <4B4AD806.9020009@mococo.nl> Mads wrote: > I have installed RT 3.6 on Ubuntu server 8.04 LTS, using the apt-get > packages. > I want to use Oracle 10.0.2.4 on a different server. > On the RT-host I can connect with sqlplus (tnsnames), > and with > perl -MDBI -le 'DBI->connect("DBI:Oracle:busk","busk","password")' > user busk has dba-role > It has been a long time since I installed RT 3.6 and I know that I have seen that error before but can't remember exactly what the solution was. I think it was to give my rt-user the DBA role but that is something you already did. May I ask why you're trying to install RT 3.6 instead of the latest RT 3.8.7? Regards, Joop From echavez at yv-consulting.com.ve Mon Jan 11 06:54:54 2010 From: echavez at yv-consulting.com.ve (=?ISO-8859-1?Q?Eliezer_E_Ch=E1vez?=) Date: Mon, 11 Jan 2010 07:24:54 -0430 Subject: [rt-users] Problems with rt 3.8.7/postgresql 8.4.2 encoding In-Reply-To: <1263207015.6125.36.camel@maclem-ether.ius.cc> References: <66d635aa1001101934o5ee47bfbhc333231e7a71b131@mail.gmail.com> <1263207015.6125.36.camel@maclem-ether.ius.cc> Message-ID: <66d635aa1001110354t450113c8nc3af2f9e367e0da4@mail.gmail.com> Hi Luis: Disregarding the fact that you're selling me support in this list, i mention you the following: I already know that the problem is that i've created an autoresponse template in spanish with ascii characters that are not recognized in unicode format. What i want to know is how i solve this issue in PostgreSQL, cuz in Oracle 10gR2 dosn't happen... Best Regards! EC 2010/1/11 Luis E. > On Mon, 2010-01-11 at 23:04 +0000, Eliezer E Ch?vez wrote: > > Guys: > > > > I found myself with the following error (i live in Venezuela, so we > > expect certain characters like ? ? ? ? ? ? in mail): > > [...] > > [Sun Jan 10 23:51:59 2010] [warning]: DBD::Pg::st execute failed: > > ERROR: invalid byte sequence for encoding "UTF8": 0xc361 > > [...] > > Somebody could pls help me? > > Hola Eliezer. > > El problema que est?s viendo ocurre porque en alg?n punto, est?s > manipulando un bloque de texto que est? marcado como UTF-8 pero que > contiene secuencias binarias ilegales en esa codificaci?n. Esto puede > ocurrir por una variedad de razones -- desde un problema de > configuraci?n de los MTA que tocaron e inyectaron el mensaje, hasta una > plantilla mal hecha. > > Sugiero hagas pruebas graduales para aislar el componente que tiene el > problema. Comienza usando plantillas m?nimas, compuestas s?lo con > ASCII. Por el punto donde se genera el error, el problema puede estar > causado por la plantilla de auto-respuesta o por la plantilla de > bienvenida. > > En Itverx, mi empresa, ofrecemos varios servicios conexos que pueden > resultarte de inter?s: > > * Planes de capacitaci?n y soporte para Request Tracker / Grok? > Ticketing Solution (nuestra soluci?n de ticketing basada en RT). > > * Sistemas Grok? TS hospedados. > > Hay m?s informaci?n en http://itverx.com.ve/grok/ticket/ > > Cordiales saludos > > -lem > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mark.farrington at gtn.uk.com Mon Jan 11 07:07:25 2010 From: mark.farrington at gtn.uk.com (Mark Farrington) Date: Mon, 11 Jan 2010 12:07:25 -0000 Subject: [rt-users] Authentication Question Message-ID: <000c01ca92b6$a35e7460$ea1b5d20$@farrington@gtn.uk.com> Hi, I'm having a bit of trouble getting my head around how to do something with RT. We currently use RT internally as a helpdesk system, with users authenticating (either by email or with the web interface) from our AD with LDAP, however we've got a new system coming online which will be public facing, and we want to handle support for this system through RT. The problem is I currently have the following flag set in my RT_SiteConfig to prevent non LDAP users authenticating Set($AutoCreateNonExternalUsers, 0); In order to stop users being created when (for example) an external user is cc'd to an email into one of our internal queues. What I ideally want to do is restrict most of our queues to 'LDAP users only', but be able to have a 'public queue' also - is there any way to do this within the ExternalAuth extension, without manually adding all of my LDAP users to a group within the RT system??? Thanks, Mark Mark Farrington Broadcast Engineer Global Traffic Network UK Please note: Our office address has now changed to: Global Traffic Network (UK) Ltd, 5th Floor, 5 Golden Square, London, W1F 9BS Global Traffic Network (UK) is a limited Company registered in England and Wales. Registered number: 5867987 Registered office: 179 Great Portland Street, London, UK. Global Traffic Network (UK) Commercial is a limited Company registered in England and Wales. Registered number: 2229296 Registered office: 179 Great Portland Street, London, UK. This email is intended for the addressee only. If you have received this email in error, then please notify the sender immediately and delete the email without copying, storing or disclosing its contents to any other person. Copyright of this email and its attachment(s) are the property of Global Traffic Network (UK) and/or Global Traffic Network (UK) Commercial, unless otherwise stated. ______________________________________________________________________ This email has been scanned by MessageLabs and is free of all known viruses and spyware. ______________________________________________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From lem at itverx.com.ve Mon Jan 11 07:25:35 2010 From: lem at itverx.com.ve (Luis E. =?ISO-8859-1?Q?Mu=F1oz?=) Date: Mon, 11 Jan 2010 07:55:35 -0430 Subject: [rt-users] Problems with rt 3.8.7/postgresql 8.4.2 encoding In-Reply-To: <66d635aa1001110354t450113c8nc3af2f9e367e0da4@mail.gmail.com> References: <66d635aa1001101934o5ee47bfbhc333231e7a71b131@mail.gmail.com> <1263207015.6125.36.camel@maclem-ether.ius.cc> <66d635aa1001110354t450113c8nc3af2f9e367e0da4@mail.gmail.com> Message-ID: <1263212735.5813.11.camel@maclem-ether.ius.cc> On Mon, 2010-01-11 at 07:24 -0430, Eliezer E Ch?vez wrote: > Hi Luis: > > Disregarding the fact that you're selling me support in this list, > [...] Sorry, you're wrong. I answered in a *private* message, in spanish BTW, because you mentioned in your message that you're from Venezuela and that your English had room for improvement. In that private message, I pointed some things to look at and yes, let you know that we offer professional services that might be of interest. Again, this was outside the regular list traffic. As an exercise, think about who violated etiquette by posting a private message on a public forum now. > I already know that the problem is that i've created an autoresponse > template in spanish with ascii characters that are not recognized in > unicode format. Good. That paragraph does not mean what you think it does. A text composed entirely of ASCII characters, is valid UTF-8 (UTF-8 and Unicode are not synonyms, ASCII is just one of many possible encodings). Your problem seems to be related to a chain of encoding/decoding operations in which at least one of them is interpreting a string assuming the wrong encoding. > What i want to know is how i solve this issue in PostgreSQL, cuz in > Oracle 10gR2 dosn't happen... Your problem is not with PostgreSQL, which is doing the right thing. You're feeding it a string of badly encoded UTF-8. Check your environment and make sure you're doing everything with UTF-8 so that the encodings are consistent. IOW, follow the advice you Cc-ed to the list. Best regards. -lem From lem at itverx.com.ve Mon Jan 11 07:30:58 2010 From: lem at itverx.com.ve (Luis E. =?ISO-8859-1?Q?Mu=F1oz?=) Date: Mon, 11 Jan 2010 08:00:58 -0430 Subject: [rt-users] Authentication Question In-Reply-To: <000c01ca92b6$a35e7460$ea1b5d20$@farrington@gtn.uk.com> References: <000c01ca92b6$a35e7460$ea1b5d20$@farrington@gtn.uk.com> Message-ID: <1263213058.5813.14.camel@maclem-ether.ius.cc> On Mon, 2010-01-11 at 12:07 +0000, Mark Farrington wrote: > In order to stop users being created when (for example) an external > user is cc?d to an email into one of our internal queues. > > What I ideally want to do is restrict most of our queues to ?LDAP > users only?, but be able to have a ?public queue? also ? is there any > way to do this within the ExternalAuth extension, without manually > adding all of my LDAP users to a group within the RT system??? Keep in mind that RT Users are global (ie, they exist regardless of which queues they can access). I believe you might want to use groups to control access and allow RT to auto-create users in its local database. Regards. -lem From pokui at psg.com Mon Jan 11 07:14:28 2010 From: pokui at psg.com (Patrick Okui) Date: Mon, 11 Jan 2010 15:14:28 +0300 Subject: [rt-users] Problems with rt 3.8.7/postgresql 8.4.2 encoding In-Reply-To: <66d635aa1001110354t450113c8nc3af2f9e367e0da4@mail.gmail.com> References: <66d635aa1001101934o5ee47bfbhc333231e7a71b131@mail.gmail.com> <1263207015.6125.36.camel@maclem-ether.ius.cc> <66d635aa1001110354t450113c8nc3af2f9e367e0da4@mail.gmail.com> Message-ID: <661E224E-99E2-49BF-AAF2-DD4614B93A48@psg.com> On 11 Jan, 2010, at 2:54 PM, Eliezer E Ch?vez wrote: > Hi Luis: > > Disregarding the fact that you're selling me support in this list, i > mention you the following: I think that was an off list message - at least I didn't get it. > > I already know that the problem is that i've created an autoresponse > template in spanish with ascii characters that are not recognized in > unicode format. > > What i want to know is how i solve this issue in PostgreSQL, cuz in > Oracle 10gR2 dosn't happen... You have to have created the database with a utf8 encoding (what does \l from a psql terminal show)? Next step would be making sure that the data you're stuffing into the DB is utf-8. If you dump an email verbatim the sender may have set the encoding so something else. I don't know enough about RT to say if it'll handle this translation for you. -- patrick From echavez at yv-consulting.com.ve Mon Jan 11 07:37:51 2010 From: echavez at yv-consulting.com.ve (=?ISO-8859-1?Q?Eliezer_E_Ch=E1vez?=) Date: Mon, 11 Jan 2010 08:07:51 -0430 Subject: [rt-users] Problems with rt 3.8.7/postgresql 8.4.2 encoding In-Reply-To: <1263212735.5813.11.camel@maclem-ether.ius.cc> References: <66d635aa1001101934o5ee47bfbhc333231e7a71b131@mail.gmail.com> <1263207015.6125.36.camel@maclem-ether.ius.cc> <66d635aa1001110354t450113c8nc3af2f9e367e0da4@mail.gmail.com> <1263212735.5813.11.camel@maclem-ether.ius.cc> Message-ID: <66d635aa1001110437x2419927dyddc813d9ad4ebdfd@mail.gmail.com> Sorry for the misunderstanding, but i'm a support consultant too, so, i dislike others selling me... :-) Ok, as a clarification, and in spanish: Cre? una plantilla de autorespuesta en espa?ol, pero cuando intento crear un nuevo ticket y RT intenta guardar el mensaje en la base de datos se queja de los caracteres latinos (?, ?, ?, etc...) C?mo hago para corregir eso, defino la base de datos en ISO-8859-1 (LATIN1) ? como hago para decirle a RT como enviar la codificaci?n a PostgreSQL. Saludos y mis disculpas de nuevo. EC 2010/1/11 Luis E. > On Mon, 2010-01-11 at 07:24 -0430, Eliezer E Ch?vez wrote: > > Hi Luis: > > > > Disregarding the fact that you're selling me support in this list, > > [...] > > Sorry, you're wrong. I answered in a *private* message, in spanish BTW, > because you mentioned in your message that you're from Venezuela and > that your English had room for improvement. > > In that private message, I pointed some things to look at and yes, let > you know that we offer professional services that might be of interest. > Again, this was outside the regular list traffic. > > As an exercise, think about who violated etiquette by posting a private > message on a public forum now. > > > I already know that the problem is that i've created an autoresponse > > template in spanish with ascii characters that are not recognized in > > unicode format. > > Good. That paragraph does not mean what you think it does. A text > composed entirely of ASCII characters, is valid UTF-8 (UTF-8 and Unicode > are not synonyms, ASCII is just one of many possible encodings). > > Your problem seems to be related to a chain of encoding/decoding > operations in which at least one of them is interpreting a string > assuming the wrong encoding. > > > What i want to know is how i solve this issue in PostgreSQL, cuz in > > Oracle 10gR2 dosn't happen... > > Your problem is not with PostgreSQL, which is doing the right thing. > You're feeding it a string of badly encoded UTF-8. Check your > environment and make sure you're doing everything with UTF-8 so that the > encodings are consistent. IOW, follow the advice you Cc-ed to the list. > > Best regards. > > -lem > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From tgpfeiffer at web.de Mon Jan 11 07:40:35 2010 From: tgpfeiffer at web.de (Tobias Pfeiffer) Date: Mon, 11 Jan 2010 13:40:35 +0100 Subject: [rt-users] Authentication Question In-Reply-To: <000c01ca92b6$a35e7460$ea1b5d20$@farrington@gtn.uk.com> References: <000c01ca92b6$a35e7460$ea1b5d20$@farrington@gtn.uk.com> Message-ID: <201001111340.35570.tgpfeiffer@web.de> Hi! On Montag, 11. Januar 2010 13:07:25 Mark Farrington wrote: > What I ideally want to do is restrict most of our queues to 'LDAP users > only', but be able to have a 'public queue' also - is there any way to > do this within the ExternalAuth extension, without manually adding all > of my LDAP users to a group within the RT system??? At least at my place, users that are created in the database from LDAP have username=uid, realname=cn, email=mail, hereas users that are autocreated from email have username=email, realname=name (where possible), email=email. If that's similar at your place, you could maybe do some hack to deny access for users who have an "@" in their username or so? :-) Or have some database trigger that does some "fancy stuff", depending on where the users come from? Bye Tobias -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: This is a digitally signed message part. URL: From mark.farrington at gtn.uk.com Mon Jan 11 07:53:14 2010 From: mark.farrington at gtn.uk.com (Mark Farrington) Date: Mon, 11 Jan 2010 12:53:14 -0000 Subject: [rt-users] Authentication Question In-Reply-To: <1263213058.5813.14.camel@maclem-ether.ius.cc> References: <000c01ca92b6$a35e7460$ea1b5d20$@farrington@gtn.uk.com> <1263213058.5813.14.camel@maclem-ether.ius.cc> Message-ID: <001d01ca92bd$0a51d5d0$1ef58170$@farrington@gtn.uk.com> Thanks for this Luis, Is there any way of automatically creating a group containing all LDAP users (so there's no need to manually add a user to an RT group when they're created on the LDAP server)? Mark Mark Farrington Broadcast Engineer Global Traffic Network UK T : +44 (0) 1865 922102 M: +44 (0) 7919 160160 Staff IT Problems? :: Send your query to the helpdesk http://support -----Original Message----- From: Luis E. Mu?oz [mailto:lem at itverx.com.ve] Sent: 11 January 2010 12:31 To: Mark Farrington Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Authentication Question On Mon, 2010-01-11 at 12:07 +0000, Mark Farrington wrote: > In order to stop users being created when (for example) an external > user is cc?d to an email into one of our internal queues. > > What I ideally want to do is restrict most of our queues to ?LDAP > users only?, but be able to have a ?public queue? also ? is there any > way to do this within the ExternalAuth extension, without manually > adding all of my LDAP users to a group within the RT system??? Keep in mind that RT Users are global (ie, they exist regardless of which queues they can access). I believe you might want to use groups to control access and allow RT to auto-create users in its local database. Regards. -lem _________________________________________________________________________________ Scanned by MessageLabs Please note: Our office address has now changed to: Global Traffic Network (UK) Ltd, 5th Floor, 5 Golden Square, London, W1F 9BS Global Traffic Network (UK) is a limited Company registered in England and Wales. Registered number: 5867987 Registered office: 179 Great Portland Street, London, UK. Global Traffic Network (UK) Commercial is a limited Company registered in England and Wales. Registered number: 2229296 Registered office: 179 Great Portland Street, London, UK. This email is intended for the addressee only. If you have received this email in error, then please notify the sender immediately and delete the email without copying, storing or disclosing its contents to any other person. Copyright of this email and its attachment(s) are the property of Global Traffic Network (UK) and/or Global Traffic Network (UK) Commercial, unless otherwise stated. ______________________________________________________________________ This email has been scanned by MessageLabs and is free of all known viruses and spyware. ______________________________________________________________________ From echavez at yv-consulting.com.ve Mon Jan 11 08:17:13 2010 From: echavez at yv-consulting.com.ve (=?ISO-8859-1?Q?Eliezer_E_Ch=E1vez?=) Date: Mon, 11 Jan 2010 08:47:13 -0430 Subject: [rt-users] Problems with rt 3.8.7/postgresql 8.4.2 encoding In-Reply-To: <66d635aa1001110437x2419927dyddc813d9ad4ebdfd@mail.gmail.com> References: <66d635aa1001101934o5ee47bfbhc333231e7a71b131@mail.gmail.com> <1263207015.6125.36.camel@maclem-ether.ius.cc> <66d635aa1001110354t450113c8nc3af2f9e367e0da4@mail.gmail.com> <1263212735.5813.11.camel@maclem-ether.ius.cc> <66d635aa1001110437x2419927dyddc813d9ad4ebdfd@mail.gmail.com> Message-ID: <66d635aa1001110517r44d00fe8w8ee6869fd947560c@mail.gmail.com> This is the full trace... [Sun Jan 10 23:51:58 2010] [info]: < rt-3.8.7-17334-1263167518-937.8-3-0 at yv-consulting.com> #8/129 - Scrip 3 On Create Autoreply To Requestors (/opt/rt/bin/../lib/RT/Action/SendEmail.pm:300) [Sun Jan 10 23:51:59 2010] [info]: < rt-3.8.7-17334-1263167518-937.8-3-0 at yv-consulting.com> sent To: echavez at yv-consulting.com.ve (/opt/rt/bin/../lib/RT/Action/SendEmail.pm:331) [Sun Jan 10 23:51:59 2010] [warning]: DBD::Pg::st execute failed: ERROR: invalid byte sequence for encoding "UTF8": 0xc361 HINT: This error can also happen if the byte sequence does not match the encoding expected by the server, which is controlled by "client_encoding". at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 509. (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:509) [Sun Jan 10 23:51:59 2010] [warning]: RT::Handle=HASH(0xb89f54c) couldn't execute the query 'INSERT INTO Attachments (Subject, Filename, ContentType, Headers, Creator, MessageId, Parent, Created, Content, ContentEncoding, TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb89f54c)', 'INSERT INTO Attachments (Subject, Filename, ContentType, Head...', 'Respuesta Autom\x{c3}\x{a1}tica: Prueba', 'undef', 'text/plain', 'Content-Type: text/plain; charset="utf-8" Subject: Respuesta ...', 1, '', 35, ...) called at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 357 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0xb89f54c)', 'Attachments', 'Subject', 'Respuesta Autom\x{c3}\x{a1}tica: Prueba', 'Filename', 'undef', 'ContentType', 'text/plain', 'Headers', ...) called at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/Pg.pm line 66 DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0xb89f54c)', 'Attachments', 'Subject', 'Respuesta Autom\x{c3}\x{a1}tica: Prueba', 'ContentType', 'text/plain', 'Filename', 'undef', 'Headers', ...) called at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 1293 DBIx::SearchBuilder::Record::Create('RT::Attachment=HASH(0xc8c6d5c)', 'Subject', 'Respuesta Autom\x{c3}\x{a1}tica: Prueba', 'Filename', 'undef', 'ContentType', 'text/plain', 'Headers', 'Content-Type: text/plain; charset="utf-8" Subject: Respuesta ...', ...) called at /opt/rt/bin/../lib/RT/Record.pm line 289 RT::Record::Create('RT::Attachment=HASH(0xc8c6d5c)', 'TransactionId', 130, 'ContentType', 'text/plain', 'ContentEncoding', 'none', 'Parent', 35, ...) called at /opt/rt/bin/../lib/RT/Attachment_Overlay.pm line 178 RT::Attachment::Create('RT::Attachment=HASH(0xc8c6d5c)', 'TransactionId', 130, 'Parent', 35, 'Attachment', 'MIME::Entity=HASH(0xc8bbaa8)') called at /opt/rt/bin/../lib/RT/Attachment_Overlay.pm line 158 RT::Attachment::Create('RT::Attachment=HASH(0xc8b5a34)', 'TransactionId', 130, 'Attachment', 'MIME::Entity=HASH(0xc8b9238)') called at /opt/rt/bin/../lib/RT/Transaction_Overlay.pm line 514 RT::Transaction::_Attach('RT::Transaction=HASH(0xc8bba30)', 'MIME::Entity=HASH(0xc8b9238)') called at /opt/rt/bin/../lib/RT/Transaction_Overlay.pm line 154 RT::Transaction::Create('RT::Transaction=HASH(0xc8bba30)', 'Ticket', 8, 'Type', 'EmailRecord', 'Data', '< rt-3.8.7-17334-1263167518-937.8-3-0 at yv-consulting.com>', 'MIMEObj', 'MIME::Entity=HASH(0xc8b9238)', ...) called at /opt/rt/bin/../lib/RT/Action/SendEmail.pm line 543 RT::Action::SendEmail::RecordOutgoingMailTransaction('RT::Action::Autoreply=HASH(0xc8b0fe4)', 'MIME::Entity=HASH(0xc8b9238)') called at /opt/rt/bin/../lib/RT/Action/SendEmail.pm line 138 RT::Action::SendEmail::Commit('RT::Action::Autoreply=HASH(0xc8b0fe4)') called at /opt/rt/bin/../lib/RT/ScripAction_Overlay.pm line 238 RT::ScripAction::Commit('RT::ScripAction=HASH(0xc89f030)') called at /opt/rt/bin/../lib/RT/Scrip_Overlay.pm line 464 eval {...} called at /opt/rt/bin/../lib/RT/Scrip_Overlay.pm line 463 RT::Scrip::Commit('RT::Scrip=HASH(0xc89e658)', 'TicketObj', 'RT::Ticket=HASH(0xc89e8b0)', 'TransactionObj', 'RT::Transaction=HASH(0xc89e820)') called at /opt/rt/bin/../lib/RT/Scrips_Overlay.pm line 196 RT::Scrips::Commit('RT::Scrips=HASH(0xc88cb28)') called at /opt/rt/bin/../lib/RT/Transaction_Overlay.pm line 188 RT::Transaction::Create('RT::Transaction=HASH(0xc86a624)', 'ObjectId', 8, 'ObjectType', 'RT::Ticket', 'TimeTaken', 0, 'Type', 'Create', ...) called at /opt/rt/bin/../lib/RT/Record.pm line 1457 RT::Record::_NewTransaction('RT::Ticket=HASH(0xbcbb388)', 'Type', 'Create', 'TimeTaken', 0, 'MIMEObj', 'MIME::Entity=HASH(0xbcb8e80)', 'CommitScrips', 1, ...) called at /opt/rt/bin/../lib/RT/Ticket_Overlay.pm line 656 RT::Ticket::Create('RT::Ticket=HASH(0xbcbb388)', 'Queue', 4, 'Subject', 'Prueba', 'Requestor', 'ARRAY(0xa8c65dc)', 'Cc', 'ARRAY(0xa8c65c4)', ...) called at /opt/rt/bin/../lib/RT/Interface/Email.pm line 1444 RT::Interface::Email::Gateway('HASH(0xc532500)') called at /opt/rt/share/html/REST/1.0/NoAuth/mail-gateway line 61 HTML::Mason::Commands::__ANON__('SessionType', 'REST', 'action', 'correspond', 'queue', 'Soporte [App/Web Server]', 'message', 'Delivered-To: soporte.as at yv-consulting.com.ve\x{a}Received: from ...') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbcb7b6c)', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'Soporte [App/Web Server]', 'message', 'Delivered-To: soporte.as at yv-consulting.com.ve\x{a}Received: from ...', ...) called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1279 eval {...} called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1274 HTML::Mason::Request::comp('undef', 'undef', 'undef', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'Soporte [App/Web Server]', ...) called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 473 eval {...} called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 473 eval {...} called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 425 HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0xbe7efe8)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0xbe7efe8)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 825 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xc510d20)', 'Apache2::RequestRec=SCALAR(0xbcc0ff8)') called at /opt/rt/bin/webmux.plline 166 eval {...} called at /opt/rt/bin/webmux.pl line 166 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xbcc0ff8)') called at -e line 0 eval {...} called at -e line 0 (/usr/lib/perl5/5.8.8/Carp.pm:272) [Sun Jan 10 23:51:59 2010] [crit]: Attachment insert failed: ERROR: invalid byte sequence for encoding "UTF8": 0xc361 HINT: This error can also happen if the byte sequence does not match the encoding expected by the server, which is controlled by "client_encoding". (/opt/rt/bin/../lib/RT/Attachment_Overlay.pm:191) [Sun Jan 10 23:51:59 2010] [crit]: Attachment insert failed: ERROR: invalid byte sequence for encoding "UTF8": 0xc361 HINT: This error can also happen if the byte sequence does not match the encoding expected by the server, which is controlled by "client_encoding". (/opt/rt/bin/../lib/RT/Attachment_Overlay.pm:164) [Sun Jan 10 23:51:59 2010] [info]: < rt-3.8.7-17334-1263167518-968.8-4-0 at yv-consulting.com> #8/129 - Scrip 4 On Create Notify AdminCcs (/opt/rt/bin/../lib/RT/Action/SendEmail.pm:300) [Sun Jan 10 23:51:59 2010] [info]: < rt-3.8.7-17334-1263167518-968.8-4-0 at yv-consulting.com> No recipients found. Not sending. (/opt/rt/bin/../lib/RT/Interface/Email.pm:342) [Sun Jan 10 23:51:59 2010] [info]: Ticket 8 created in queue 'Soporte [App/Web Server]' by echavez (/opt/rt/bin/../lib/RT/Ticket_Overlay.pm:667) [Sun Jan 10 23:51:59 2010] [crit]: HasRight called with no valid object (/opt/rt/bin/../lib/RT/Principal_Overlay.pm:322) Regards, EC 2010/1/11 Eliezer E Ch?vez > Sorry for the misunderstanding, but i'm a support consultant too, so, i > dislike others selling me... :-) > > Ok, as a clarification, and in spanish: > > Cre? una plantilla de autorespuesta en espa?ol, pero cuando intento crear > un nuevo ticket y RT intenta guardar el mensaje en la base de datos se queja > de los caracteres latinos (?, ?, ?, etc...) > > C?mo hago para corregir eso, defino la base de datos en ISO-8859-1 (LATIN1) > ? como hago para decirle a RT como enviar la codificaci?n a PostgreSQL. > > Saludos y mis disculpas de nuevo. > > EC > > > 2010/1/11 Luis E. > >> On Mon, 2010-01-11 at 07:24 -0430, Eliezer E Ch?vez wrote: >> >> > Hi Luis: >> > >> > Disregarding the fact that you're selling me support in this list, >> > [...] >> >> Sorry, you're wrong. I answered in a *private* message, in spanish BTW, >> because you mentioned in your message that you're from Venezuela and >> that your English had room for improvement. >> >> In that private message, I pointed some things to look at and yes, let >> you know that we offer professional services that might be of interest. >> Again, this was outside the regular list traffic. >> >> As an exercise, think about who violated etiquette by posting a private >> message on a public forum now. >> >> > I already know that the problem is that i've created an autoresponse >> > template in spanish with ascii characters that are not recognized in >> > unicode format. >> >> Good. That paragraph does not mean what you think it does. A text >> composed entirely of ASCII characters, is valid UTF-8 (UTF-8 and Unicode >> are not synonyms, ASCII is just one of many possible encodings). >> >> Your problem seems to be related to a chain of encoding/decoding >> operations in which at least one of them is interpreting a string >> assuming the wrong encoding. >> >> > What i want to know is how i solve this issue in PostgreSQL, cuz in >> > Oracle 10gR2 dosn't happen... >> >> Your problem is not with PostgreSQL, which is doing the right thing. >> You're feeding it a string of badly encoded UTF-8. Check your >> environment and make sure you're doing everything with UTF-8 so that the >> encodings are consistent. IOW, follow the advice you Cc-ed to the list. >> >> Best regards. >> >> -lem >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From satish_lx at hotmail.com Mon Jan 11 08:24:11 2010 From: satish_lx at hotmail.com (Satish Patel) Date: Mon, 11 Jan 2010 08:24:11 -0500 Subject: [rt-users] Authentication Question In-Reply-To: <000c01ca92b6$a35e7460$ea1b5d20$@farrington@gtn.uk.com> References: <000c01ca92b6$a35e7460$ea1b5d20$@farrington@gtn.uk.com> Message-ID: I'm using LDAP AD auth with RT and enable following option to 1 to create auto user. AutoCreateNonExternalUsers 1 I have a uestion if I have user exist in LDAP then why RT creation new auto user for them ? How could I fix them ? Thanks, Satish On Jan 11, 2010, at 7:07 AM, "Mark Farrington" wrote: > AutoCreateNonExternalUsers -------------- next part -------------- An HTML attachment was scrubbed... URL: From jledford at biltmore.com Mon Jan 11 09:38:58 2010 From: jledford at biltmore.com (Jason Ledford) Date: Mon, 11 Jan 2010 09:38:58 -0500 Subject: [rt-users] Authentication Question In-Reply-To: <001d01ca92bd$0a51d5d0$1ef58170$@farrington@gtn.uk.com> References: <000c01ca92b6$a35e7460$ea1b5d20$@farrington@gtn.uk.com> <1263213058.5813.14.camel@maclem-ether.ius.cc> <001d01ca92bd$0a51d5d0$1ef58170$@farrington@gtn.uk.com> Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240F925A931@MAILBOX.tbcnet.biltmore.com> I used the ldapimport RT::Extension::LDAPImport and I didn't set anything specific to a group, but on import it did create a group called imported from ldap (something like that) and imported all of my ldap users into that group. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mark Farrington Sent: Monday, January 11, 2010 7:53 AM Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Authentication Question Thanks for this Luis, Is there any way of automatically creating a group containing all LDAP users (so there's no need to manually add a user to an RT group when they're created on the LDAP server)? Mark Mark Farrington Broadcast Engineer Global Traffic Network UK T : +44 (0) 1865 922102 M: +44 (0) 7919 160160 Staff IT Problems? :: Send your query to the helpdesk http://support -----Original Message----- From: Luis E. Mu?oz [mailto:lem at itverx.com.ve] Sent: 11 January 2010 12:31 To: Mark Farrington Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Authentication Question On Mon, 2010-01-11 at 12:07 +0000, Mark Farrington wrote: > In order to stop users being created when (for example) an external > user is cc?d to an email into one of our internal queues. > > What I ideally want to do is restrict most of our queues to ?LDAP > users only?, but be able to have a ?public queue? also ? is there any > way to do this within the ExternalAuth extension, without manually > adding all of my LDAP users to a group within the RT system??? Keep in mind that RT Users are global (ie, they exist regardless of which queues they can access). I believe you might want to use groups to control access and allow RT to auto-create users in its local database. Regards. -lem _________________________________________________________________________________ Scanned by MessageLabs Please note: Our office address has now changed to: Global Traffic Network (UK) Ltd, 5th Floor, 5 Golden Square, London, W1F 9BS Global Traffic Network (UK) is a limited Company registered in England and Wales. Registered number: 5867987 Registered office: 179 Great Portland Street, London, UK. Global Traffic Network (UK) Commercial is a limited Company registered in England and Wales. Registered number: 2229296 Registered office: 179 Great Portland Street, London, UK. This email is intended for the addressee only. If you have received this email in error, then please notify the sender immediately and delete the email without copying, storing or disclosing its contents to any other person. Copyright of this email and its attachment(s) are the property of Global Traffic Network (UK) and/or Global Traffic Network (UK) Commercial, unless otherwise stated. ______________________________________________________________________ This email has been scanned by MessageLabs and is free of all known viruses and spyware. ______________________________________________________________________ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From mark.farrington at gtn.uk.com Mon Jan 11 09:46:43 2010 From: mark.farrington at gtn.uk.com (Mark Farrington) Date: Mon, 11 Jan 2010 14:46:43 -0000 Subject: [rt-users] Authentication Question In-Reply-To: References: <000c01ca92b6$a35e7460$ea1b5d20$@farrington@gtn.uk.com> Message-ID: <002c01ca92cc$e4d6da70$ae848f50$@farrington@gtn.uk.com> Ok, I've been giving this some thought, and I think what I need to do is the following. . Allow non-LDAP users to be auto-created (this I can do) . Either Add LDAP users automatically to a group (which users that are autocreated internally are not) or using some condition which is the case with LDAP users and not with other users (such as no @ in username) . Restrict queues to certain groups (this I can also do) So what I need is a way to add users to groups when they are created based on certain conditions being true. Does anyone have any idea how to do this? (the domain name in the email address would do the job) Cheers, Mark Mark Farrington Broadcast Engineer Global Traffic Network UK Please note: Our office address has now changed to: Global Traffic Network (UK) Ltd, 5th Floor, 5 Golden Square, London, W1F 9BS Global Traffic Network (UK) is a limited Company registered in England and Wales. Registered number: 5867987 Registered office: 179 Great Portland Street, London, UK. Global Traffic Network (UK) Commercial is a limited Company registered in England and Wales. Registered number: 2229296 Registered office: 179 Great Portland Street, London, UK. This email is intended for the addressee only. If you have received this email in error, then please notify the sender immediately and delete the email without copying, storing or disclosing its contents to any other person. Copyright of this email and its attachment(s) are the property of Global Traffic Network (UK) and/or Global Traffic Network (UK) Commercial, unless otherwise stated. ______________________________________________________________________ This email has been scanned by MessageLabs and is free of all known viruses and spyware. ______________________________________________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From eynatnirmishor at gmail.com Mon Jan 11 10:20:39 2010 From: eynatnirmishor at gmail.com (Eynat Nir Mishor) Date: Mon, 11 Jan 2010 17:20:39 +0200 Subject: [rt-users] Problems with rt 3.8.7/postgresql 8.4.2 encoding In-Reply-To: <66d635aa1001101934o5ee47bfbhc333231e7a71b131@mail.gmail.com> References: <66d635aa1001101934o5ee47bfbhc333231e7a71b131@mail.gmail.com> Message-ID: <01cf01ca92d1$a35fb8a0$ea1f29e0$@com> Have a look at a thread from last month in rt-devel mailing list: http://www.gossamer-threads.com/lists/rt/devel/90355 Sounds similar, though different. Eynat From: Eliezer E Ch?vez [mailto:eliezer.chavez at gmail.com] Sent: Monday, 11 January 2010 5:34 AM To: RT Users Subject: [rt-users] Problems with rt 3.8.7/postgresql 8.4.2 encoding Guys: I found myself with the following error (i live in Venezuela, so we expect certain characters like ? ? ? ? ? ? in mail): [Sun Jan 10 23:51:58 2010] [info]: #8/129 - Scrip 3 On Create Autoreply To Requestors (/opt/rt/bin/../lib/RT/Action/SendEmail.pm:300) [Sun Jan 10 23:51:59 2010] [info]: sent To: echavez at yv-consulting.com.ve (/opt/rt/bin/../lib/RT/Action/SendEmail.pm:331) [Sun Jan 10 23:51:59 2010] [warning]: DBD::Pg::st execute failed: ERROR: invalid byte sequence for encoding "UTF8": 0xc361 [Sun Jan 10 23:51:59 2010] [warning]: RT::Handle=HASH(0xb89f54c) couldn't execute the query 'INSERT INTO Attachments (Subject, Filename, ContentType, Headers, Creator, MessageId, Parent, Created, Content, ContentEncoding, TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 522 [Sun Jan 10 23:51:59 2010] [crit]: Attachment insert failed: ERROR: invalid byte sequence for encoding "UTF8": 0xc361 [Sun Jan 10 23:51:59 2010] [crit]: Attachment insert failed: ERROR: invalid byte sequence for encoding "UTF8": 0xc361 [Sun Jan 10 23:51:59 2010] [info]: #8/129 - Scrip 4 On Create Notify AdminCcs (/opt/rt/bin/../lib/RT/Action/SendEmail.pm:300) [Sun Jan 10 23:51:59 2010] [info]: No recipients found. Not sending. (/opt/rt/bin/../lib/RT/Interface/Email.pm:342) [Sun Jan 10 23:51:59 2010] [info]: Ticket 8 created in queue 'Soporte [App/Web Server]' by echavez (/opt/rt/bin/../lib/RT/Ticket_Overlay.pm:667) [Sun Jan 10 23:51:59 2010] [crit]: HasRight called with no valid object (/opt/rt/bin/../lib/RT/Principal_Overlay.pm:322) Somebody could pls help me? Best Regards!!!! EC P.D. Sorry my losey english! -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Jan 11 10:33:10 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 11 Jan 2010 10:33:10 -0500 Subject: [rt-users] Authentication Question In-Reply-To: <002c01ca92cc$e4d6da70$ae848f50$@farrington@gtn.uk.com> References: <000c01ca92b6$a35e7460$ea1b5d20$@farrington@gtn.uk.com> <002c01ca92cc$e4d6da70$ae848f50$@farrington@gtn.uk.com> Message-ID: <20100111153310.GO3556@jibsheet.com> On Mon, Jan 11, 2010 at 02:46:43PM -0000, Mark Farrington wrote: > . Either Add LDAP users automatically to a group (which users that are autocreated > internally are not) or using some condition which is the case with LDAP users and not with > other users (such as no @ in username) The easiest solution for this may be adding the feature to RT-Authen-ExternalAuth because RT doesn't have easy "On User Create" hooks. It is mostly a matter of stealing code from LDAPImport and adding it cleanly to ExternalAuth -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From gabriel at impactteachers.com Mon Jan 11 10:47:38 2010 From: gabriel at impactteachers.com (Mr Gabriel) Date: Mon, 11 Jan 2010 15:47:38 +0000 Subject: [rt-users] CentOS 5.4 Fresh Install - Perl issues following guide Message-ID: <4B4B481A.3080804@impactteachers.com> I've got a freshly installed CentOS box, and I've updated everything via yum. Rebooted to ensure everything is working as expected, and again did a yum update. I believe this is the version of RT rt3-3.6.5-1.el5.noarch.rpm that I am trying to install. I am using the guide found at http://wiki.bestpractical.com/view/CentOS5InstallGuide I followed the guide, and I got the message below. Sys::Syslog version 0.16 required--this is only version 0.13 This is only one, earlier in the day I had to deal with a perl module dependency to do with MySQL. If the method has changed for CentOS 5.4, or anyone with a bit more expertise in perl and rt - could take a look, and see if the link in the wiki needs to be updated. I would update it myself, but I am yet to find a solution. From falcone at bestpractical.com Mon Jan 11 10:58:58 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 11 Jan 2010 10:58:58 -0500 Subject: [rt-users] CentOS 5.4 Fresh Install - Perl issues following guide In-Reply-To: <4B4B481A.3080804@impactteachers.com> References: <4B4B481A.3080804@impactteachers.com> Message-ID: <20100111155858.GP3556@jibsheet.com> On Mon, Jan 11, 2010 at 03:47:38PM +0000, Mr Gabriel wrote: > I've got a freshly installed CentOS box, and I've updated everything via > yum. Rebooted to ensure everything is working as expected, and again did > a yum update. > > I believe this is the version of RT rt3-3.6.5-1.el5.noarch.rpm that I am > trying to install. I am using the guide found at > > http://wiki.bestpractical.com/view/CentOS5InstallGuide > > I followed the guide, and I got the message below. > > Sys::Syslog version 0.16 required--this is only version 0.13 You mention an RPM with an out of date version (3.6.5) but an error message that would only occur on a modern 3.8 version. Is there a reason you don't just run `cpan Sys::Syslog` to satisfy the dep? CentOS apparently doesn't package a modern Sys::Syslog -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From bertignac at gmail.com Mon Jan 11 11:08:08 2010 From: bertignac at gmail.com (L B) Date: Mon, 11 Jan 2010 17:08:08 +0100 Subject: [rt-users] CentOS 5.4 Fresh Install - Perl issues following guide In-Reply-To: <20100111155858.GP3556@jibsheet.com> References: <4B4B481A.3080804@impactteachers.com> <20100111155858.GP3556@jibsheet.com> Message-ID: I installed many RT systems on CentOS/RHEL and now my prefered method is installing everything with CPAN. Managing perl dependencies RPMs is really a mess, you don't have all of them in the same repository, and you need some updated modules bundled with the default perl RPM package. I recommend just installing a default centos/redhat (with a default perl package, updated to the last available version with yum update), and then install the perl dependencies with CPAN and make fixdeps. If I remember well, this syslog module is part of the default perl package so even if you find a recent rpm, you'll get a dependency problem. Get the tarball uncompress it ./configure with your options, install the RPMs dependencies you need for this (not perl packages. For example, httpd, mod_perl, graphviz etc...) export PERL_MM_USE_DEFAULT=1 make fixdeps make testdeps make install -- L.B. From gabriel at impactteachers.com Mon Jan 11 11:19:34 2010 From: gabriel at impactteachers.com (Mr Gabriel) Date: Mon, 11 Jan 2010 16:19:34 +0000 Subject: [rt-users] CentOS 5.4 Fresh Install - Perl issues followingguide In-Reply-To: References: <4B4B481A.3080804@impactteachers.com><20100111155858.GP3556@jibsheet.com> Message-ID: <4B4B4F96.4030509@impactteachers.com> On 11/01/2010 16:08, L B wrote: > I installed many RT systems on CentOS/RHEL and now my prefered method > is installing everything with CPAN. Managing perl dependencies RPMs is > really a mess, you don't have all of them in the same repository, and > you need some updated modules bundled with the default perl RPM > package. > > I recommend just installing a default centos/redhat (with a default > perl package, updated to the last available version with yum update), > and then install the perl dependencies with CPAN and make fixdeps. > > If I remember well, this syslog module is part of the default perl > package so even if you find a recent rpm, you'll get a dependency > problem. > > Get the tarball > uncompress it > ./configure with your options, > install the RPMs dependencies you need for this (not perl packages. > For example, httpd, mod_perl, graphviz etc...) > export PERL_MM_USE_DEFAULT=1 > make fixdeps > make testdeps > make install > > This is the approach I was going for originally, to compile from source, I don't know why I changed my mind to go with the RPM's, but I guess CPAN and SOURCE should be the way to go. Oh, and umm, if your installing a bare bones system, please remember to install gcc as well!!! *just noticed this was causing problems!* From gabriel at impactteachers.com Mon Jan 11 11:26:03 2010 From: gabriel at impactteachers.com (Mr Gabriel) Date: Mon, 11 Jan 2010 16:26:03 +0000 Subject: [rt-users] CentOS 5.4 Fresh Install - Perl issues following guide In-Reply-To: <4B4B481A.3080804@impactteachers.com> References: <4B4B481A.3080804@impactteachers.com> Message-ID: <4B4B511B.50403@impactteachers.com> On 11/01/2010 15:47, Mr Gabriel wrote: > I've got a freshly installed CentOS box, and I've updated everything via > yum. Rebooted to ensure everything is working as expected, and again did > a yum update. > > I believe this is the version of RT rt3-3.6.5-1.el5.noarch.rpm that I am > trying to install. I am using the guide found at > > http://wiki.bestpractical.com/view/CentOS5InstallGuide > > I followed the guide, and I got the message below. > > Sys::Syslog version 0.16 required--this is only version 0.13 > Okay, I noticed that in my hast to create a streamlined superfast VM, I umm, forgot to install gcc, which seems to be making a slight difference! From emhnemhn at gmail.com Mon Jan 11 11:25:23 2010 From: emhnemhn at gmail.com (Ernesto =?ISO-8859-1?Q?Hern=E1ndez-Novich?=) Date: Mon, 11 Jan 2010 11:55:23 -0430 Subject: [rt-users] Problems with rt 3.8.7/postgresql 8.4.2 encoding In-Reply-To: <66d635aa1001110437x2419927dyddc813d9ad4ebdfd@mail.gmail.com> References: <66d635aa1001101934o5ee47bfbhc333231e7a71b131@mail.gmail.com> <1263207015.6125.36.camel@maclem-ether.ius.cc> <66d635aa1001110354t450113c8nc3af2f9e367e0da4@mail.gmail.com> <1263212735.5813.11.camel@maclem-ether.ius.cc> <66d635aa1001110437x2419927dyddc813d9ad4ebdfd@mail.gmail.com> Message-ID: <1263227123.3886.123.camel@deepthought.itverx.com.ve> On Mon, 2010-01-11 at 08:07 -0430, Eliezer E Ch?vez wrote: > Sorry for the misunderstanding, but i'm a support consultant too, so, > i dislike others selling me... :-) > > Ok, as a clarification, and in spanish: I believe this list requests messages to be written in english. > Cre? una plantilla de autorespuesta en espa?ol, pero cuando intento > crear un nuevo ticket y RT intenta guardar el mensaje en la base de > datos se queja de los caracteres latinos (?, ?, ?, etc...) Translation and edition by me, for the non spanish reading readers: "I created an autoresponse template in spanish. If I try to create a new ticket, when RT tries to store the message in the database, it complains on the latin characters (a acute, e acute, n tilde, etc.). How do I fix that? Shall I define the database as ISO-8859-1 (LATIN1)? How do I get RT to tell PostgreSQL the encoding? Regards and apologies." Looking at the couple of traces you've sent, you have a typical re-encoding problem others have hinted about. Since 0xc361 starts with character 0xC3 (?) and that one is the first one in the two-byte sequences for many UTF-8 encodings, finding out that 0xC361 was meant to be an '?' (a acute) is trivial. Therefore, it's clear to me that something went from proper UTF-8 into ISO-8559-X but then was incorrectly interpreted back as UTF-8. And by incorrectly I don't mean the software made a mistake, but that it's improperly configured (encoding detection isn't automatic, and it's hard even for most alert humans). You should verify that you're working with UTF-8 end-to-end. This means checking that Apache2 is serving UTF-8 and accepting UTF-8, and also keep PostgreSQL using UTF-8 as database encoding. It also means that the data YOU input is also in UTF-8, meaning your browser has a sane configuration and the operating system it runs on can work with UTF-8. I'm guessing you wrote the template using a browser that was working on UTF-8, but Apache was expecting ISO-8859 either because the browser said it was going to provide ISO-8859 or because Apache has a (wrongly) forced default charset. That caused the properly formed '?' (one char, two bytes, UTF-8) coming from the browser to be transformed by Apache into '?a' (two chars, two bytes, ISO-8859), and then when that was fed to PostgreSQL turned out as an error because it's not proper UTF-8. BTW, you mentioned that Oracle did not complain. It doesn't complain because it's dangerously permissive. It just gobbled whatever you gave it without checking. Been there, done that, it's very very sad. So, don't change Pg to ISO-8859-1. Make sure the browser, the OS it's running on and Apache are working in UTF-8 all the way. -- Ernesto Hern?ndez-Novich - Linux 2.6.28 i686 - Unix: Live free or die! Geek by nature, Linux by choice, Debian of course. If you can't aptitude it, it isn't useful or doesn't exist. GPG Key Fingerprint = 438C 49A2 A8C7 E7D7 1500 C507 96D6 A3D6 2F4C 85E3 From eliezer.chavez at gmail.com Mon Jan 11 11:41:31 2010 From: eliezer.chavez at gmail.com (=?ISO-8859-1?Q?Eliezer_E_Ch=E1vez?=) Date: Mon, 11 Jan 2010 12:11:31 -0430 Subject: [rt-users] Problems with rt 3.8.7/postgresql 8.4.2 encoding In-Reply-To: <1263227123.3886.123.camel@deepthought.itverx.com.ve> References: <66d635aa1001101934o5ee47bfbhc333231e7a71b131@mail.gmail.com> <1263207015.6125.36.camel@maclem-ether.ius.cc> <66d635aa1001110354t450113c8nc3af2f9e367e0da4@mail.gmail.com> <1263212735.5813.11.camel@maclem-ether.ius.cc> <66d635aa1001110437x2419927dyddc813d9ad4ebdfd@mail.gmail.com> <1263227123.3886.123.camel@deepthought.itverx.com.ve> Message-ID: <66d635aa1001110841x7a12e88en617b14fead4d8937@mail.gmail.com> Ernesto: Thanks for a really good clarification, and sorry for my spanish text (hehe), now i'm sending my config so you can check if i have something wrong... 1.- Apache config: ServerName rt.yv-consulting.com ErrorLog ... CustomLog ... DocumentRoot ... AddDefaultCharset UTF-8 PerlRequire .../webmux.pl SetHandler default-handler Order allow,deny Allow from all SetHandler perl-script PerlResponseHandler RT::Mason 2.- PostgreSQL DB List of databases Name | Owner | Encoding | Collation | Ctype | Access privileges -----------+----------+----------+-------------+-------------+----------------------- ... rt | postgres | UTF8 | en_US.UTF-8 | en_US.UTF-8 | ... If you need any other file, pls let me know and THANK YOU ALL FOR YOUR HELP!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Best Regards, EC 2010/1/11 Ernesto Hern?ndez-Novich > On Mon, 2010-01-11 at 08:07 -0430, Eliezer E Ch?vez wrote: > > Sorry for the misunderstanding, but i'm a support consultant too, so, > > i dislike others selling me... :-) > > > > Ok, as a clarification, and in spanish: > > I believe this list requests messages to be written in english. > > > Cre? una plantilla de autorespuesta en espa?ol, pero cuando intento > > crear un nuevo ticket y RT intenta guardar el mensaje en la base de > > datos se queja de los caracteres latinos (?, ?, ?, etc...) > > Translation and edition by me, for the non spanish reading readers: > > "I created an autoresponse template in spanish. If I try to create a new > ticket, when RT tries to store the message in the database, it complains > on the latin characters (a acute, e acute, n tilde, etc.). > > How do I fix that? Shall I define the database as ISO-8859-1 (LATIN1)? > How do I get RT to tell PostgreSQL the encoding? > > Regards and apologies." > > Looking at the couple of traces you've sent, you have a typical > re-encoding problem others have hinted about. Since 0xc361 starts with > character 0xC3 (?) and that one is the first one in the two-byte > sequences for many UTF-8 encodings, finding out that 0xC361 was meant to > be an '?' (a acute) is trivial. Therefore, it's clear to me that > something went from proper UTF-8 into ISO-8559-X but then was > incorrectly interpreted back as UTF-8. And by incorrectly I don't mean > the software made a mistake, but that it's improperly configured > (encoding detection isn't automatic, and it's hard even for most alert > humans). > > You should verify that you're working with UTF-8 end-to-end. This means > checking that Apache2 is serving UTF-8 and accepting UTF-8, and also > keep PostgreSQL using UTF-8 as database encoding. It also means that the > data YOU input is also in UTF-8, meaning your browser has a sane > configuration and the operating system it runs on can work with UTF-8. > > I'm guessing you wrote the template using a browser that was working on > UTF-8, but Apache was expecting ISO-8859 either because the browser said > it was going to provide ISO-8859 or because Apache has a (wrongly) > forced default charset. That caused the properly formed '?' (one char, > two bytes, UTF-8) coming from the browser to be transformed by Apache > into '?a' (two chars, two bytes, ISO-8859), and then when that was fed > to PostgreSQL turned out as an error because it's not proper UTF-8. > > BTW, you mentioned that Oracle did not complain. It doesn't complain > because it's dangerously permissive. It just gobbled whatever you gave > it without checking. Been there, done that, it's very very sad. > > So, don't change Pg to ISO-8859-1. Make sure the browser, the OS it's > running on and Apache are working in UTF-8 all the way. > -- > Ernesto Hern?ndez-Novich - Linux 2.6.28 i686 - Unix: Live free or die! > Geek by nature, Linux by choice, Debian of course. > If you can't aptitude it, it isn't useful or doesn't exist. > GPG Key Fingerprint = 438C 49A2 A8C7 E7D7 1500 C507 96D6 A3D6 2F4C 85E3 > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From david at brandorr.com Mon Jan 11 12:20:29 2010 From: david at brandorr.com (David Bristow) Date: Mon, 11 Jan 2010 12:20:29 -0500 Subject: [rt-users] RT and spamassasin 2010 bug Message-ID: Anybody else using spamassassin with RT? We got hit by the 2010 bug and now we have tons of valid tickets in the SPAM queue. Hoping there's some scripted way to move these tickets back to the appropriate queue. -- David Bristow From ktm at rice.edu Mon Jan 11 13:07:47 2010 From: ktm at rice.edu (Kenneth Marshall) Date: Mon, 11 Jan 2010 12:07:47 -0600 Subject: [rt-users] RT and spamassasin 2010 bug In-Reply-To: References: Message-ID: <20100111180747.GO1895@it.is.rice.edu> On Mon, Jan 11, 2010 at 12:20:29PM -0500, David Bristow wrote: > Anybody else using spamassassin with RT? We got hit by the 2010 bug > and now we have tons of valid tickets in the SPAM queue. > > Hoping there's some scripted way to move these tickets back to the > appropriate queue. > > -- > David Bristow Would the bulk update work for you? Ken From ruslan.zakirov at gmail.com Mon Jan 11 15:03:42 2010 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 11 Jan 2010 23:03:42 +0300 Subject: [rt-users] Problems with rt 3.8.7/postgresql 8.4.2 encoding In-Reply-To: <66d635aa1001110841x7a12e88en617b14fead4d8937@mail.gmail.com> References: <66d635aa1001101934o5ee47bfbhc333231e7a71b131@mail.gmail.com> <1263207015.6125.36.camel@maclem-ether.ius.cc> <66d635aa1001110354t450113c8nc3af2f9e367e0da4@mail.gmail.com> <1263212735.5813.11.camel@maclem-ether.ius.cc> <66d635aa1001110437x2419927dyddc813d9ad4ebdfd@mail.gmail.com> <1263227123.3886.123.camel@deepthought.itverx.com.ve> <66d635aa1001110841x7a12e88en617b14fead4d8937@mail.gmail.com> Message-ID: <589c94401001111203i5c1cdfderc42370dc9c207207@mail.gmail.com> Hello, Eliezer. >From error message it's not clear which column has problems, even stack trace doesn't help. Your apache config looks good, but it's unrelated in this case. Pg's configuration is not bad, but probably it would be better for you to change ctype/collation to something more spanish for better sorting and case insensetive searches (quite important for RT). Regarding original error. I think it's related to the following ticket: http://rt3.fsck.com/Ticket/Display.html?id=14214 2010/1/11 Eliezer E Ch?vez : > Ernesto: > > Thanks for a really good clarification, and sorry for my spanish text > (hehe), now i'm sending my config so you can check if i have something > wrong... > > 1.- Apache config: > > ??? ServerName rt.yv-consulting.com > ??? ErrorLog ... > ??? CustomLog ... > ??? DocumentRoot ... > > ??? AddDefaultCharset UTF-8 > ??? PerlRequire .../webmux.pl > > ??? > ??????? SetHandler default-handler > ??? > > ??? > ??????? Order allow,deny > ??????? Allow from all > > ??????? SetHandler perl-script > ??????? PerlResponseHandler RT::Mason > ??? > > > > 2.- PostgreSQL DB > ????????????????????????????????? List of databases > ?? Name??? |? Owner?? | Encoding |? Collation? |??? Ctype??? |?? Access > privileges > -----------+----------+----------+-------------+-------------+----------------------- > ... > ?rt??????? | postgres | UTF8???? | en_US.UTF-8 | en_US.UTF-8 | > ... > > If you need any other file, pls let me know and THANK YOU ALL FOR YOUR > HELP!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! > > Best Regards, > > EC > > 2010/1/11 Ernesto Hern?ndez-Novich >> >> On Mon, 2010-01-11 at 08:07 -0430, Eliezer E Ch?vez wrote: >> > Sorry for the misunderstanding, but i'm a support consultant too, so, >> > i dislike others selling me... :-) >> > >> > Ok, as a clarification, and in spanish: >> >> I believe this list requests messages to be written in english. >> >> > Cre? una plantilla de autorespuesta en espa?ol, pero cuando intento >> > crear un nuevo ticket y RT intenta guardar el mensaje en la base de >> > datos se queja de los caracteres latinos (?, ?, ?, etc...) >> >> Translation and edition by me, for the non spanish reading readers: >> >> "I created an autoresponse template in spanish. If I try to create a new >> ticket, when RT tries to store the message in the database, it complains >> on the latin characters (a acute, e acute, n tilde, etc.). >> >> How do I fix that? Shall I define the database as ISO-8859-1 (LATIN1)? >> How do I get RT to tell PostgreSQL the encoding? >> >> Regards and apologies." >> >> Looking at the couple of traces you've sent, you have a typical >> re-encoding problem others have hinted about. Since 0xc361 starts with >> character 0xC3 (?) and that one is the first one in the two-byte >> sequences for many UTF-8 encodings, finding out that 0xC361 was meant to >> be an '?' (a acute) is trivial. Therefore, it's clear to me that >> something went from proper UTF-8 into ISO-8559-X but then was >> incorrectly interpreted back as UTF-8. And by incorrectly I don't mean >> the software made a mistake, but that it's improperly configured >> (encoding detection isn't automatic, and it's hard even for most alert >> humans). >> >> You should verify that you're working with UTF-8 end-to-end. This means >> checking that Apache2 is serving UTF-8 and accepting UTF-8, and also >> keep PostgreSQL using UTF-8 as database encoding. It also means that the >> data YOU input is also in UTF-8, meaning your browser has a sane >> configuration and the operating system it runs on can work with UTF-8. >> >> I'm guessing you wrote the template using a browser that was working on >> UTF-8, but Apache was expecting ISO-8859 either because the browser said >> it was going to provide ISO-8859 or because Apache has a (wrongly) >> forced default charset. That caused the properly formed '?' (one char, >> two bytes, UTF-8) coming from the browser to be transformed by Apache >> into '?a' (two chars, two bytes, ISO-8859), and then when that was fed >> to PostgreSQL turned out as an error because it's not proper UTF-8. >> >> BTW, you mentioned that Oracle did not complain. It doesn't complain >> because it's dangerously permissive. It just gobbled whatever you gave >> it without checking. Been there, done that, it's very very sad. >> >> So, don't change Pg to ISO-8859-1. Make sure the browser, the OS it's >> running on and Apache are working in UTF-8 all the way. >> -- >> Ernesto Hern?ndez-Novich - Linux 2.6.28 i686 - Unix: Live free or die! >> Geek by nature, Linux by choice, Debian of course. >> If you can't aptitude it, it isn't useful or doesn't exist. >> GPG Key Fingerprint = 438C 49A2 A8C7 E7D7 1500 C507 96D6 A3D6 2F4C 85E3 >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From wpereira at pop-sp.rnp.br Mon Jan 11 15:13:25 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Mon, 11 Jan 2010 18:13:25 -0200 Subject: [rt-users] Bad Request Message-ID: <4B4B8665.5000907@pop-sp.rnp.br> Hi, folks. I have faced a problem when I'm using Request Tracker: ++++++++++++++++++++ Bad Request Your browser sent a request that this server could not understand. Reason: You're speaking plain HTTP to an SSL-enabled server port. Instead use the HTTPS scheme to access this URL, please. Hint: https://rtracker.pop-sp.rnp.br/ Apache/2.2.9 (Debian) mod_ssl/2.2.9 OpenSSL/0.9.8g mod_perl/2.0.4 Perl/v5.10.0 Server at rtracker.pop-sp.rnp.br Port 443 ++++++++++++++++++++ This is happening when I open/close/find a ticket. Although, the system sent me a message with the new ticket and, after, that ticket resolved. I'll appreciate any help. Thanks, -- 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 rmp.dmd1229 at gmail.com Mon Jan 11 15:48:05 2010 From: rmp.dmd1229 at gmail.com (rmp dmd) Date: Mon, 11 Jan 2010 15:48:05 -0500 Subject: [rt-users] Columns on Bulk Update Message-ID: <61d255bb1001111248u7418e757i1177632a5c230d0d@mail.gmail.com> Can the colmuns when doing Bulk Update on RT 3.4.5 be managed? On Bulk Update, we have the following columns: Update id Status Priority Subject Queue Owner RequestorAddresses Due We do not need "Owner" and "Due date". How can this be removed? Thanks! Roehl -------------- next part -------------- An HTML attachment was scrubbed... URL: From peter at simons-rock.edu Mon Jan 11 15:54:35 2010 From: peter at simons-rock.edu (Peter C. Lai) Date: Mon, 11 Jan 2010 15:54:35 -0500 Subject: [rt-users] AssetTracker 1.2.4: displayed Asset Statuses in "quick search" Message-ID: <20100111205435.GO88081@cesium.hyperfine.info> How would I do the following under RT 3.8.x and AT 1.2.4? Add another Asset Status? Do I just modify Type_Overlay.pm? Do I get this new Asset Status to show up as a status column and count under the Quick Search screen? Thanks. -- =========================================================== Peter C. Lai | Bard College at Simon's Rock Systems Administrator | 84 Alford Rd. Information Technology Svcs. | Gt. Barrington, MA 01230 USA peter AT simons-rock.edu | (413) 528-7428 =========================================================== From peter at simons-rock.edu Mon Jan 11 15:46:30 2010 From: peter at simons-rock.edu (Peter C. Lai) Date: Mon, 11 Jan 2010 15:46:30 -0500 Subject: [rt-users] Asset shredder not working in 3.8.x Message-ID: <20100111204630.GN88081@cesium.hyperfine.info> I got it working over here. So in addition to changing any references to RT::Shredder:: from RTx::Shredder::, the only other error you get is: [Mon Jan 11 19:50:54 2010] [crit]: Can't locate object method "SetResolvers" via package "RT::Shredder::Plugin::Assets" at /usr/pkg/sbin/rt-shredder line 287. (/usr/pkg/lib/rt3/RT.pm:377) Can't locate object method "SetResolvers" via package "RT::Shredder::Plugin::Assets" at /usr/pkg/sbin/rt-shredder line 287. If you stub out SetResolvers in RT/Shredder/Plugins/Assets.pm to Return 1 ( i.e. sub SetResolvers { return 1 } ), then it seems to work fine; however I dunno if that is supposed to be the totally correct way of doing this. -- =========================================================== Peter C. Lai | Bard College at Simon's Rock Systems Administrator | 84 Alford Rd. Information Technology Svcs. | Gt. Barrington, MA 01230 USA peter AT simons-rock.edu | (413) 528-7428 =========================================================== From gabriel at impactteachers.com Mon Jan 11 17:54:19 2010 From: gabriel at impactteachers.com (Mr Gabriel) Date: Mon, 11 Jan 2010 22:54:19 +0000 Subject: [rt-users] RTFM install issue with make initdb Message-ID: <4B4BAC1B.9030304@impactteachers.com> Dear all, I've currently installed the latest version of RT, and got that working, and now I'm attempting to install RTFM. I'm currently trying to install RTFM, and when I get to: make initdb I get this error, Working with: Type: mysql Host: localhost Name: rt3 User: local DBA: local Failed to connect to dbi:mysql:dbname=rt3;host=localhost as user 'local': Access denied for user ''@'localhost' to database 'rt3'...returned with error: 65280 make: *** [initdb] Error 255 Should this not be attempting to install as user root?? From ggreene at minervanetworks.com Mon Jan 11 20:29:58 2010 From: ggreene at minervanetworks.com (Gary Greene) Date: Mon, 11 Jan 2010 17:29:58 -0800 Subject: [rt-users] Performance questions.... Message-ID: I'm currently running RT 3.8.1 on a Dell Optiplex 745 tower in my cube running CentOS 5.2. This box has a Pentium D dual core CPU with 1GB RAM. The user load on the box is almost nothing, however when I update a ticket, it takes a lot of time (about 20 seconds). Is there anyway I can improve performance here? -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Phone: (408) 240-1239 From matt.adams at cypressinteractive.com Tue Jan 12 00:44:15 2010 From: matt.adams at cypressinteractive.com (Matt Adams) Date: Mon, 11 Jan 2010 22:44:15 -0700 Subject: [rt-users] Custom field textarea too small Message-ID: <4B4C0C2F.1030901@cypressinteractive.com> Folks: I've created a custom field for a static description we'll use on some of our project-related tickets. Unfortunately the textarea is so small as to be almost useless. Is there anything that can be easily done make this field more accessible? Thanks, Matt -- Matt Adams Development & Network Services, Cypress Interactive http://cypressinteractive.com, http://edsuite.com From stuart.browne at ausregistry.com.au Tue Jan 12 01:12:56 2010 From: stuart.browne at ausregistry.com.au (Stuart Browne) Date: Tue, 12 Jan 2010 17:12:56 +1100 Subject: [rt-users] Custom field textarea too small In-Reply-To: <4B4C0C2F.1030901@cypressinteractive.com> References: <4B4C0C2F.1030901@cypressinteractive.com> Message-ID: <8CEF048B9EC83748B1517DC64EA130FB3E2224881E@off-win2003-01.ausregistrygroup.local> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Matt Adams > Sent: Tuesday, 12 January 2010 16:44 > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Custom field textarea too small > > Folks: > > I've created a custom field for a static description we'll use on some > of our project-related tickets. Unfortunately the textarea is so small > as to be almost useless. > > Is there anything that can be easily done make this field more > accessible? Use Chrome, it can resize text areas.. Sadly, I've never been successful in 'easily' changing the textarea sizes. I tend to use an external text editor then paste the results into the tiny-box. Stuart From elacour at easter-eggs.com Tue Jan 12 02:25:52 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 12 Jan 2010 08:25:52 +0100 Subject: [rt-users] Custom field textarea too small In-Reply-To: <4B4C0C2F.1030901@cypressinteractive.com> References: <4B4C0C2F.1030901@cypressinteractive.com> Message-ID: <20100112072550.GH3714@easter-eggs.com> On Mon, Jan 11, 2010 at 10:44:15PM -0700, Matt Adams wrote: > Folks: > > I've created a custom field for a static description we'll use on some > of our project-related tickets. Unfortunately the textarea is so small > as to be almost useless. > > Is there anything that can be easily done make this field more accessible? > You can modify share/html/Elements/EditCustomField (copy it in local/html/Elements/ before) and change Cols (5) and Rows (15), but that will be for all customfield of type textarea. From JoopvandeWege at mococo.nl Tue Jan 12 02:33:28 2010 From: JoopvandeWege at mococo.nl (Joop) Date: Tue, 12 Jan 2010 08:33:28 +0100 Subject: [rt-users] Custom field textarea too small In-Reply-To: <8CEF048B9EC83748B1517DC64EA130FB3E2224881E@off-win2003-01.ausregistrygroup.local> References: <4B4C0C2F.1030901@cypressinteractive.com> <8CEF048B9EC83748B1517DC64EA130FB3E2224881E@off-win2003-01.ausregistrygroup.local> Message-ID: <4B4C25C8.8090602@mococo.nl> Stuart Browne wrote: >> I've created a custom field for a static description we'll use on some >> of our project-related tickets. Unfortunately the textarea is so small >> as to be almost useless. >> >> Is there anything that can be easily done make this field more >> accessible? >> > > Use Chrome, it can resize text areas.. > > On a related note, FireFox has a similar extension that does allow you to change the textarea on the fly: http://netticat.ath.cx/extensions.html That doesn't probably help you much if you're stuck with IE Regards, Joop From elacour at easter-eggs.com Tue Jan 12 02:36:06 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 12 Jan 2010 08:36:06 +0100 Subject: [rt-users] Performance questions.... In-Reply-To: References: Message-ID: <20100112073606.GI3714@easter-eggs.com> On Mon, Jan 11, 2010 at 05:29:58PM -0800, Gary Greene wrote: > I'm currently running RT 3.8.1 on a Dell Optiplex 745 tower in my cube think about upgrading to latest 3.8 there were many bugs in first releases (3.8.0, 3.8.1) and many improvements since. > running CentOS 5.2. This box has a Pentium D dual core CPU with 1GB RAM. The > user load on the box is almost nothing, however when I update a ticket, it > takes a lot of time (about 20 seconds). Is there anyway I can improve > performance here? > What kind of database are you using. RT relies a lot on databases performances, and uses a lot of queries, even for a small set of users. For mysql, you _must_ tune the default configuration to be sure it really uses your RAM. looks here: http://wiki.bestpractical.com/view/PerformanceTuning From elacour at easter-eggs.com Tue Jan 12 02:39:56 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 12 Jan 2010 08:39:56 +0100 Subject: [rt-users] Columns on Bulk Update In-Reply-To: <61d255bb1001111248u7418e757i1177632a5c230d0d@mail.gmail.com> References: <61d255bb1001111248u7418e757i1177632a5c230d0d@mail.gmail.com> Message-ID: <20100112073956.GJ3714@easter-eggs.com> On Mon, Jan 11, 2010 at 03:48:05PM -0500, rmp dmd wrote: > Can the colmuns when doing Bulk Update on RT 3.4.5 be managed? > On Bulk Update, we have the following columns: > > Update > id > Status > Priority > Subject > Queue > Owner > RequestorAddresses > Due > > We do not need "Owner" and "Due date". How can this be removed? > Bulk update use search results preferences or format specified in query builder if you did your search with it). You can set default columns for all search results in your personnal RT preferences or in RT_SiteConfig.pm ($DefaultSearchResultFormat). There is no specific format for Bulk, if you really need one, you have to modify share/html/Search/Bulk.html. From elacour at easter-eggs.com Tue Jan 12 02:42:35 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 12 Jan 2010 08:42:35 +0100 Subject: [rt-users] Bad Request In-Reply-To: <4B4B8665.5000907@pop-sp.rnp.br> References: <4B4B8665.5000907@pop-sp.rnp.br> Message-ID: <20100112074235.GK3714@easter-eggs.com> On Mon, Jan 11, 2010 at 06:13:25PM -0200, Wagner Pereira wrote: > Hi, folks. > > I have faced a problem when I'm using Request Tracker: > > ++++++++++++++++++++ > Bad Request > > Your browser sent a request that this server could not understand. > Reason: You're speaking plain HTTP to an SSL-enabled server port. > Instead use the HTTPS scheme to access this URL, please. > > Hint: https://rtracker.pop-sp.rnp.br/ > What kind of protocol do you use (httpS it seems). What is your settings in RT_SiteConfig.pm for WebPort/WebBaseURL (those settings changed between RT 3.6 and RT 3.8). Maybe you were previously using HTTP and turned on HTTPS in apache without RT configuration update? From elacour at easter-eggs.com Tue Jan 12 02:52:03 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 12 Jan 2010 08:52:03 +0100 Subject: [rt-users] Need to make CF mandatory at resolve time In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B090E948199@RCLTEXCMS02.resource.hearstcorp.com> References: <39A20BAEB14A6344A0646DD5C8F98D4B090E948199@RCLTEXCMS02.resource.hearstcorp.com> Message-ID: <20100112075203.GL3714@easter-eggs.com> On Fri, Jan 08, 2010 at 03:24:22PM -0500, Lander, Scott wrote: > folks, > > In RT 3.8.x. I have several different queues, each of which have their own work categories as CFs. When a call comes in from a user to the help desk the help desk people select the queue and fill in the mandatory CF. > > however, if a user emails in a ticket, there is nothing the enforces the mandatory fields, and I can't always determine it from the contents of the email. > > So, my question is, is there a way to enforce mandatory fields to be filled in at resolve time? The ticket owner is the best one to know which category a ticket belongs in anyways. So, resolve time is really the right time for this selection for us, anyways. > First you should modify your customfield and set "Validation" to "Mandatory". Then you can use http://wiki.bestpractical.com/view/DisplayCustomFieldsOnTicketUpdatePage to add CustomField on Resolve page (and other Respond/Comment pages). But you will have to modify a bit of code in share/html/Ticket/Update.html (for comment/resolve/respond) and share/html/Ticket/Modify.html (for Edit basics (change ticket status)) to enforce this check as by default it's only done in share/html/Ticket/Create.html. And if this CF as to be enforced _only_ on resolve, you needs to modify previous pages and share/html/Ticket/Create.html to avoid enforcing it on ticket creation ... From tariq.doukkali at autoform.de Tue Jan 12 03:26:51 2010 From: tariq.doukkali at autoform.de (Tariq Doukkali) Date: Tue, 12 Jan 2010 09:26:51 +0100 Subject: [rt-users] Cc send message list does not work properly Message-ID: <192B76E92530564BAAB9DD78BAE565B7415A99C203@chexchange.autoform.com> Hello all, I created a ticket and set User1 and User2 as Cc. For some Comments I want that only User1 must be notified. I order to do that, I accomplished theses tasks: 1. I click the link to add comment 2. Under Scrips and Recipients --> This message will be sent to ... -> I checked the checkbox for user2, in order the add User2 to the list of users, who will not be notified. Now the User2 is existing in the list of people, who will be notified AS WELL AS in the list of people, who will be not notified !!!!! If I do the same for User1 all things is working well and User1 is existing ONLY in one list !!!!!! Why ?????? I am using RT 3.8.1 Many Thanks !!!! Tamodew -------------- next part -------------- An HTML attachment was scrubbed... URL: From gabriel at impactteachers.com Tue Jan 12 04:54:33 2010 From: gabriel at impactteachers.com (Mr Gabriel) Date: Tue, 12 Jan 2010 09:54:33 +0000 Subject: [rt-users] RTFM install issue with make initdb [SOLVED] In-Reply-To: <4B4BAC1B.9030304@impactteachers.com> References: <4B4BAC1B.9030304@impactteachers.com> Message-ID: <4B4C46D9.2050902@impactteachers.com> On 11/01/2010 22:54, Mr Gabriel wrote: > Dear all, > > I've currently installed the latest version of RT, and got that working, > and now I'm attempting to install RTFM. I'm currently trying to install > RTFM, and when I get to: > > make initdb > > I get this error, > > Working with: > Type: mysql > Host: localhost > Name: rt3 > User: local > DBA: local > Failed to connect to dbi:mysql:dbname=rt3;host=localhost as user > 'local': Access denied for user ''@'localhost' to database > 'rt3'...returned with error: 65280 > make: *** [initdb] Error 255 > > Feel a bit stupid, after reading error messages, and actually figuring out what was really going on, I discovered that the variables I thought where in my config file, where not. A quick edit, and that solved this issue. From wpereira at pop-sp.rnp.br Tue Jan 12 05:55:36 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Tue, 12 Jan 2010 08:55:36 -0200 Subject: [rt-users] Bad Request In-Reply-To: <20100112074235.GK3714@easter-eggs.com> References: <4B4B8665.5000907@pop-sp.rnp.br> <20100112074235.GK3714@easter-eggs.com> Message-ID: <4B4C5528.2040506@pop-sp.rnp.br> Hi, Emmanuel. What kind of protocol do you use (httpS it seems). What is your settings in RT_SiteConfig.pm for WebPort/WebBaseURL (those settings changed between RT 3.6 and RT 3.8). # THE WEBSERVER: Set($WebPath , "/rt"); Set($WebBaseURL , "http://rt.pop-sp.rnp.br"); Maybe you were previously using HTTP and turned on HTTPS in apache without RT configuration update? Well, I tried to change the WebBaseURL for https but didn't work, although. -- 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, Jan 11, 2010 at 06:13:25PM -0200, Wagner Pereira wrote: > >> Hi, folks. >> >> I have faced a problem when I'm using Request Tracker: >> >> ++++++++++++++++++++ >> Bad Request >> >> Your browser sent a request that this server could not understand. >> Reason: You're speaking plain HTTP to an SSL-enabled server port. >> Instead use the HTTPS scheme to access this URL, please. >> >> Hint: https://rtracker.pop-sp.rnp.br/ >> >> > > What kind of protocol do you use (httpS it seems). What is your settings > in RT_SiteConfig.pm for WebPort/WebBaseURL (those settings changed > between RT 3.6 and RT 3.8). > Maybe you were previously using HTTP and turned on HTTPS in apache > without RT configuration update? > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From torsten.brumm at Kuehne-Nagel.com Tue Jan 12 06:13:14 2010 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Tue, 12 Jan 2010 12:13:14 +0100 Subject: [rt-users] AssetTracker 1.2.4: displayed Asset Statuses in "quicksearch" In-Reply-To: <20100111205435.GO88081@cesium.hyperfine.info> References: <20100111205435.GO88081@cesium.hyperfine.info> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394027D66CD@w3hamboex11.ger.win.int.kn> Hi Peter, have a look into AT_SiteConfig.pm there you can define new status like you do it inside RT! 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 -----Urspruengliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Peter C. Lai Gesendet: Montag, 11. Januar 2010 21:55 An: todd at chaka.net Cc: rt-users at lists.bestpractical.com Betreff: [rt-users] AssetTracker 1.2.4: displayed Asset Statuses in "quicksearch" How would I do the following under RT 3.8.x and AT 1.2.4? Add another Asset Status? Do I just modify Type_Overlay.pm? Do I get this new Asset Status to show up as a status column and count under the Quick Search screen? Thanks. -- =========================================================== Peter C. Lai | Bard College at Simon's Rock Systems Administrator | 84 Alford Rd. Information Technology Svcs. | Gt. Barrington, MA 01230 USA peter AT simons-rock.edu | (413) 528-7428 =========================================================== _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From mark.farrington at gtn.uk.com Tue Jan 12 05:14:35 2010 From: mark.farrington at gtn.uk.com (Mark Farrington) Date: Tue, 12 Jan 2010 10:14:35 -0000 Subject: [rt-users] Authentication Question In-Reply-To: <435CB3214F92FD4E8E5CEEB86A20440240F925A931@MAILBOX.tbcnet.biltmore.com> References: <000c01ca92b6$a35e7460$ea1b5d20$@farrington@gtn.uk.com> <1263213058.5813.14.camel@maclem-ether.ius.cc> <001d01ca92bd$0a51d5d0$1ef58170$@farrington@gtn.uk.com> <435CB3214F92FD4E8E5CEEB86A20440240F925A931@MAILBOX.tbcnet.biltmore.com> Message-ID: <008801ca9370$0ad45bf0$207d13d0$@farrington@gtn.uk.com> Ok, I've got somewhere with this following falcone's advice. If it's any use to anyone else, I added the following to ExternalAuth.pm (mostly borrowed from the LDAPImport Extension) - it's creating a group based on the name of the Auth service in RTSiteConfig and adding the user to it. It needs some debug added (as there currently is none) - but if it can be of use to anyone feel free to borrow it. M* ##### Added By MRF # Creates Groups based on $service my $rt_group = RT::Group->new($RT::SystemUser); $rt_group->LoadUserDefinedGroup( $service ); unless ($rt_group->Id) { my ($gp_id,$gp_msg) = $rt_group->CreateUserDefinedGroup( Name => $service ); unless ($gp_id) { #$self->_error("Can't create group $group_name [$msg]") } } #group already exists (or does now) - so we can add user to it #Adds Users to groups #my $principal = $UserObj->PrincipalObj; if ($rt_group->HasMember($session->{'CurrentUser'})) { #$self->_debug($user->Name . " already a member of " . $group->Name); return; } $rt_group->AddMember($session->{'CurrentUser'}->Id); ##### Snip Mark Farrington Broadcast Engineer Global Traffic Network UK Please note: Our office address has now changed to: Global Traffic Network (UK) Ltd, 5th Floor, 5 Golden Square, London, W1F 9BS Global Traffic Network (UK) is a limited Company registered in England and Wales. Registered number: 5867987 Registered office: 179 Great Portland Street, London, UK. Global Traffic Network (UK) Commercial is a limited Company registered in England and Wales. Registered number: 2229296 Registered office: 179 Great Portland Street, London, UK. This email is intended for the addressee only. If you have received this email in error, then please notify the sender immediately and delete the email without copying, storing or disclosing its contents to any other person. Copyright of this email and its attachment(s) are the property of Global Traffic Network (UK) and/or Global Traffic Network (UK) Commercial, unless otherwise stated. ______________________________________________________________________ This email has been scanned by MessageLabs and is free of all known viruses and spyware. ______________________________________________________________________ From slander at hearstsc.com Tue Jan 12 09:02:52 2010 From: slander at hearstsc.com (Lander, Scott) Date: Tue, 12 Jan 2010 09:02:52 -0500 Subject: [rt-users] Need to make CF mandatory at resolve time In-Reply-To: <20100112075203.GL3714@easter-eggs.com> References: <39A20BAEB14A6344A0646DD5C8F98D4B090E948199@RCLTEXCMS02.resource.hearstcorp.com> <20100112075203.GL3714@easter-eggs.com> Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B090E948491@RCLTEXCMS02.resource.hearstcorp.com> It is set to mandatory - but, that only affects tickets entered via the web interface, not tickets which come in via email. And, it also only acts at create time, not at resolve time... So, I am hoping to have a final check done at resolve time, and not allow the ticket to be resolved unless the required fields are completed. If I am missing something obvious, please let me know. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Emmanuel Lacour Sent: Tuesday, January 12, 2010 2:52 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Need to make CF mandatory at resolve time On Fri, Jan 08, 2010 at 03:24:22PM -0500, Lander, Scott wrote: > folks, > > In RT 3.8.x. I have several different queues, each of which have their own work categories as CFs. When a call comes in from a user to the help desk the help desk people select the queue and fill in the mandatory CF. > > however, if a user emails in a ticket, there is nothing the enforces the mandatory fields, and I can't always determine it from the contents of the email. > > So, my question is, is there a way to enforce mandatory fields to be filled in at resolve time? The ticket owner is the best one to know which category a ticket belongs in anyways. So, resolve time is really the right time for this selection for us, anyways. > First you should modify your customfield and set "Validation" to "Mandatory". Then you can use http://wiki.bestpractical.com/view/DisplayCustomFieldsOnTicketUpdatePage to add CustomField on Resolve page (and other Respond/Comment pages). But you will have to modify a bit of code in share/html/Ticket/Update.html (for comment/resolve/respond) and share/html/Ticket/Modify.html (for Edit basics (change ticket status)) to enforce this check as by default it's only done in share/html/Ticket/Create.html. And if this CF as to be enforced _only_ on resolve, you needs to modify previous pages and share/html/Ticket/Create.html to avoid enforcing it on ticket creation ... _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ------------------------------------------------------------------------------------ This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message. ------------------------------------------------------------------------------------ From elacour at easter-eggs.com Tue Jan 12 09:15:15 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 12 Jan 2010 15:15:15 +0100 Subject: [rt-users] Need to make CF mandatory at resolve time In-Reply-To: <39A20BAEB14A6344A0646DD5C8F98D4B090E948491@RCLTEXCMS02.resource.hearstcorp.com> References: <39A20BAEB14A6344A0646DD5C8F98D4B090E948199@RCLTEXCMS02.resource.hearstcorp.com> <20100112075203.GL3714@easter-eggs.com> <39A20BAEB14A6344A0646DD5C8F98D4B090E948491@RCLTEXCMS02.resource.hearstcorp.com> Message-ID: <20100112141514.GZ3714@easter-eggs.com> On Tue, Jan 12, 2010 at 09:02:52AM -0500, Lander, Scott wrote: > It is set to mandatory - but, that only affects tickets entered via the web interface, not tickets which come in via email. > And, it also only acts at create time, not at resolve time... > > So, I am hoping to have a final check done at resolve time, and not allow the ticket to be resolved unless the required fields are completed. > Re-read my answer, to do that you will need to modify RT. If you don't have perl/Mason knowledge, you should try to find some company that may help you. From slander at hearstsc.com Tue Jan 12 09:23:12 2010 From: slander at hearstsc.com (Lander, Scott) Date: Tue, 12 Jan 2010 09:23:12 -0500 Subject: [rt-users] Need to make CF mandatory at resolve time In-Reply-To: <20100112141514.GZ3714@easter-eggs.com> References: <39A20BAEB14A6344A0646DD5C8F98D4B090E948199@RCLTEXCMS02.resource.hearstcorp.com> <20100112075203.GL3714@easter-eggs.com> <39A20BAEB14A6344A0646DD5C8F98D4B090E948491@RCLTEXCMS02.resource.hearstcorp.com> <20100112141514.GZ3714@easter-eggs.com> Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B090E9484C3@RCLTEXCMS02.resource.hearstcorp.com> Sorry - my bad. Will go study what you said more closely. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Emmanuel Lacour Sent: Tuesday, January 12, 2010 9:15 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Need to make CF mandatory at resolve time On Tue, Jan 12, 2010 at 09:02:52AM -0500, Lander, Scott wrote: > It is set to mandatory - but, that only affects tickets entered via the web interface, not tickets which come in via email. > And, it also only acts at create time, not at resolve time... > > So, I am hoping to have a final check done at resolve time, and not allow the ticket to be resolved unless the required fields are completed. > Re-read my answer, to do that you will need to modify RT. If you don't have perl/Mason knowledge, you should try to find some company that may help you. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ------------------------------------------------------------------------------------ This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message. ------------------------------------------------------------------------------------ From falcone at bestpractical.com Tue Jan 12 11:49:27 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 12 Jan 2010 11:49:27 -0500 Subject: [rt-users] Custom field textarea too small In-Reply-To: <20100112072550.GH3714@easter-eggs.com> References: <4B4C0C2F.1030901@cypressinteractive.com> <20100112072550.GH3714@easter-eggs.com> Message-ID: <20100112164927.GA3648@jibsheet.com> On Tue, Jan 12, 2010 at 08:25:52AM +0100, Emmanuel Lacour wrote: > On Mon, Jan 11, 2010 at 10:44:15PM -0700, Matt Adams wrote: > > Folks: > > > > I've created a custom field for a static description we'll use on some > > of our project-related tickets. Unfortunately the textarea is so small > > as to be almost useless. > > > > Is there anything that can be easily done make this field more accessible? > > > > You can modify share/html/Elements/EditCustomField (copy it in > local/html/Elements/ before) and change Cols (5) and Rows (15), but that > will be for all customfield of type textarea. There is also a callback in EditCustomField called EditComponentName which you could use to say "actually, use EditCustomFieldBiggerTextbox if the CF's name is Foo" and then you just need a callback and a custom component -kevin, who occasionally uses the Safari feature to resize textboxes -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From wpereira at pop-sp.rnp.br Tue Jan 12 12:24:05 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Tue, 12 Jan 2010 15:24:05 -0200 Subject: [rt-users] RT_CorrespondAddressNotSet Message-ID: <4B4CB035.7020907@pop-sp.rnp.br> Hi, folks. I have noticed, running my preliminary tests, when the RT System send an e-mail, the text RT_CorrespondAddressNotSet is showed. Why does it happen? From: "Wagner Pereira via RT" Reply-To: RT_CorrespondAddressNotSet -- 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 mathieu at closetwork.org Tue Jan 12 12:32:20 2010 From: mathieu at closetwork.org (Mathieu Longtin) Date: Tue, 12 Jan 2010 12:32:20 -0500 Subject: [rt-users] RT_CorrespondAddressNotSet In-Reply-To: <4B4CB035.7020907@pop-sp.rnp.br> References: <4B4CB035.7020907@pop-sp.rnp.br> Message-ID: <539eb5521001120932j1134f25bx86f45751f07f7a58@mail.gmail.com> That means you didn't configure the $CorrespondAddress or $CommentAddress in etc/RT_SiteConfig.pm. -- Mathieu Longtin 1-514-803-8977 On Tue, Jan 12, 2010 at 12:24 PM, Wagner Pereira wrote: > Hi, folks. > > I have noticed, running my preliminary tests, when the RT System send an > e-mail, the text RT_CorrespondAddressNotSet is showed. Why does it happen? > > From: "Wagner Pereira via RT" > Reply-To: RT_CorrespondAddressNotSet > > -- > > 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 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ggreene at minervanetworks.com Tue Jan 12 13:20:55 2010 From: ggreene at minervanetworks.com (Gary Greene) Date: Tue, 12 Jan 2010 10:20:55 -0800 Subject: [rt-users] Performance questions.... In-Reply-To: <20100112073606.GI3714@easter-eggs.com> Message-ID: On 1/11/10 11:36 PM, "Emmanuel Lacour" wrote: > On Mon, Jan 11, 2010 at 05:29:58PM -0800, Gary Greene wrote: >> I'm currently running RT 3.8.1 on a Dell Optiplex 745 tower in my cube > > think about upgrading to latest 3.8 there were many bugs in first > releases (3.8.0, 3.8.1) and many improvements since. > >> running CentOS 5.2. This box has a Pentium D dual core CPU with 1GB RAM. The >> user load on the box is almost nothing, however when I update a ticket, it >> takes a lot of time (about 20 seconds). Is there anyway I can improve >> performance here? >> > > What kind of database are you using. RT relies a lot on databases > performances, and uses a lot of queries, even for a small set of users. > For mysql, you _must_ tune the default configuration to be sure it > really uses your RAM. > > looks here: > > http://wiki.bestpractical.com/view/PerformanceTuning > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com We're using MySQL 5 on this box. I'll go through the performance tuning page to see how it goes. -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Phone: (408) 240-1239 From kfcrocker at lbl.gov Tue Jan 12 13:36:24 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Tue, 12 Jan 2010 10:36:24 -0800 Subject: [rt-users] Custom field textarea too small In-Reply-To: <20100112072550.GH3714@easter-eggs.com> References: <4B4C0C2F.1030901@cypressinteractive.com> <20100112072550.GH3714@easter-eggs.com> Message-ID: <4B4CC128.9090207@lbl.gov> Matt, I'm not sure if the same line numbers apply for 3.8.x, but this is what we dod for 3.6.4: # # To modify the way certain Custom Fields are set up for entering data, # the following code should be *added* after line #76 and before the last "return" # command in the directory /apps/rt/rt-[x.x.x]/local/html/Elements: # * *"EditCustomField"* -- Additional code after line #76*:* *# Beginning of Override Code ===============* if ($Type eq "Text") { $Rows = 8; $Cols = 50; } elsif ($Type eq "Wikitext") { $Rows = 8; $Cols = 50; } elsif ($Type eq "Select" and $MaxValues == 1) { $Rows = 1; $Cols = 30; } *# End of Override Code* This code allows the entry "box" to be much larger and easier to use. I'm not sure if this is what you were referring to, but I hope it helps. Kenn LBNL On 1/11/2010 11:25 PM, Emmanuel Lacour wrote: > On Mon, Jan 11, 2010 at 10:44:15PM -0700, Matt Adams wrote: > >> Folks: >> >> I've created a custom field for a static description we'll use on some >> of our project-related tickets. Unfortunately the textarea is so small >> as to be almost useless. >> >> Is there anything that can be easily done make this field more accessible? >> >> > > You can modify share/html/Elements/EditCustomField (copy it in > local/html/Elements/ before) and change Cols (5) and Rows (15), but that > will be for all customfield of type textarea. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From matt.adams at cypressinteractive.com Tue Jan 12 13:43:31 2010 From: matt.adams at cypressinteractive.com (Matt Adams) Date: Tue, 12 Jan 2010 11:43:31 -0700 Subject: [rt-users] Custom field textarea too small In-Reply-To: <20100112164927.GA3648@jibsheet.com> References: <4B4C0C2F.1030901@cypressinteractive.com> <20100112072550.GH3714@easter-eggs.com> <20100112164927.GA3648@jibsheet.com> Message-ID: <4B4CC2D3.4090509@cypressinteractive.com> Thanks to all who've replied thus far ... I ended up editing the templates and changing the cols and rols. -- Matt Adams Development & Network Services, Cypress Interactive http://cypressinteractive.com, http://edsuite.com From elacour at easter-eggs.com Tue Jan 12 16:48:38 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 12 Jan 2010 22:48:38 +0100 Subject: [rt-users] Custom field textarea too small In-Reply-To: <4B4CC2D3.4090509@cypressinteractive.com> References: <4B4C0C2F.1030901@cypressinteractive.com> <20100112072550.GH3714@easter-eggs.com> <20100112164927.GA3648@jibsheet.com> <4B4CC2D3.4090509@cypressinteractive.com> Message-ID: <20100112214837.GG3714@easter-eggs.com> On Tue, Jan 12, 2010 at 11:43:31AM -0700, Matt Adams wrote: > Thanks to all who've replied thus far ... I ended up editing the > templates and changing the cols and rols. > But Kevin is right, you should use the callback as this will make upgrade easiers thant modifying original files. From bjd-dev at simplicity.net Tue Jan 12 17:24:28 2010 From: bjd-dev at simplicity.net (Brian D) Date: Tue, 12 Jan 2010 17:24:28 -0500 Subject: [rt-users] Custom field textarea too small In-Reply-To: <20100112214837.GG3714@easter-eggs.com> References: <4B4C0C2F.1030901@cypressinteractive.com> <20100112072550.GH3714@easter-eggs.com> <20100112164927.GA3648@jibsheet.com> <4B4CC2D3.4090509@cypressinteractive.com> <20100112214837.GG3714@easter-eggs.com> Message-ID: On a related note. Is there a way to make the correspondence editor have more rows? I dug at this once and it looked like the rows configuration option only affects the non-javascript version. Thanks, Brian On Jan 12, 2010 4:49 PM, "Emmanuel Lacour" wrote: On Tue, Jan 12, 2010 at 11:43:31AM -0700, Matt Adams wrote: > Thanks to all who've replied thus far ... But Kevin is right, you should use the callback as this will make upgrade easiers thant modifying original files. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/list... -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Jan 12 17:36:17 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 12 Jan 2010 17:36:17 -0500 Subject: [rt-users] Custom field textarea too small In-Reply-To: References: <4B4C0C2F.1030901@cypressinteractive.com> <20100112072550.GH3714@easter-eggs.com> <20100112164927.GA3648@jibsheet.com> <4B4CC2D3.4090509@cypressinteractive.com> <20100112214837.GG3714@easter-eggs.com> Message-ID: <20100112223617.GA883@jibsheet.com> On Tue, Jan 12, 2010 at 05:24:28PM -0500, Brian D wrote: > On a related note. > > Is there a way to make the correspondence editor have more rows?? I dug at this once and it > looked like the rows configuration option only affects the non-javascript version. Take a look through RT_Config.pm The config option for rows on the non-JS version references the JS config option -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From ray.siripan at capita.co.uk Tue Jan 12 17:36:30 2010 From: ray.siripan at capita.co.uk (CapiZikus) Date: Tue, 12 Jan 2010 14:36:30 -0800 (PST) Subject: [rt-users] Web Browser need refresh many time before able to access Message-ID: <27136091.post@talk.nabble.com> Hi, Every morning we having this problem where web browser need to refresh manu time until able to access the RT web site. when trying to access http://localhost/rt, it come up with blank page. the version is 3.8.7 on ubuntu, do you think this is to do with apache? thanks -- View this message in context: http://old.nabble.com/Web-Browser-need-refresh-many-time-before-able-to-access-tp27136091p27136091.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ray.siripan at capita.co.uk Tue Jan 12 17:38:30 2010 From: ray.siripan at capita.co.uk (CapiZikus) Date: Tue, 12 Jan 2010 14:38:30 -0800 (PST) Subject: [rt-users] postfix mail to RT system Message-ID: <27136129.post@talk.nabble.com> Hi, I managed to send mail from RT system to my mail server using postfix (relay mail server in postfix). Could someone guide me how to deliver mail from postfix to RT please, both RT and postfix are on the same server. thanks -- View this message in context: http://old.nabble.com/postfix-mail-to-RT-system-tp27136129p27136129.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From gordon at cryologic.com Wed Jan 13 00:01:23 2010 From: gordon at cryologic.com (gordon at cryologic.com) Date: Wed, 13 Jan 2010 16:01:23 +1100 Subject: [rt-users] Modifying Comments or Replies Message-ID: <4B4D53A3.60507@cryologic.com> Hi, I understand why a Ticket History is immutable and this is very important to us for auditing/security reasons. However, Comments are often entered incorrectly or sometimes into the wrong tickets and can confuse issues even if a subsequent comment corrects the first. I would like to have the best of both worlds where History is recorded but comments can be changed. Is it not possible to treat the comments in the same way custom fields are, ie the data in the custom field changes but a record is kept of the change? This would require a slightly different layout with comments listed separately under the ticket fields and a full history at the bottom of the ticket or elsewhere (we currently do this already, listing only comments on the ticket page and list the full history if the history link is selected). Gordon From tariq.doukkali at autoform.de Wed Jan 13 03:29:25 2010 From: tariq.doukkali at autoform.de (Tariq Doukkali) Date: Wed, 13 Jan 2010 09:29:25 +0100 Subject: [rt-users] Cc send message doesn't work properly Message-ID: <192B76E92530564BAAB9DD78BAE565B7415AB4C382@chexchange.autoform.com> Hello all, I created a ticket and set User1 and User2 as Cc. For some Comments I want that only User1 must be notified. In order to do that, I accomplished theses tasks: 1. I click the link to add comment 2. Under Scrips and Recipients --> This message will be sent to ... -> I checked the checkbox for user2, in order the add User2 to the list of users, who will not be notified. Now the User2 is existing in the list of people, who will be notified AS WELL AS in the list of people, who will be not notified !!!!! If I do the same for User1 all things is working well and User1 is existing ONLY in one list !!!!!! Why ?????? 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Thank you. ============================================================================= -------------- next part -------------- An HTML attachment was scrubbed... URL: From wpereira at pop-sp.rnp.br Wed Jan 13 06:11:20 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Wed, 13 Jan 2010 09:11:20 -0200 Subject: [rt-users] How to create ticket through an e-mail message? Message-ID: <4B4DAA58.7080502@pop-sp.rnp.br> Hi, folks. And now, almost all of the main settings are done! But, I need to setting up my RT to create a ticket when someone send an e-mail message to it. I found this line in a blog, but I'm not sure if this is enough to make RT works properly. rt-email: "|/usr/bin/rt-mailgate --queue General --action correspond --url https://localhost/rt" Thanks for any precious help. -- 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 cgarcia at ific.uv.es Wed Jan 13 06:18:15 2010 From: cgarcia at ific.uv.es (Carlos Garcia Montoro) Date: Wed, 13 Jan 2010 12:18:15 +0100 Subject: [rt-users] Automatically computing the value of a custom field or adding hyperlinks to custom fields Message-ID: <4B4DABF7.6070902@ific.uv.es> Hi, My institution is being enforced to calculate the costs of the services that it provides in a currency that we call "Service Unit" ("SU" for short). We have some queues that represent different kinds of work provided by us, so I have created a custom field called SU, which is applied to tickets, no matter their queue (it is applied to many different queues). Depending on the queue, the value of SU could be calculated based on the value of other custom fields. For example, let us have three queues Q1, Q2 and Q3. Tickets of Q1 have SU, CFQ1A and CFQ1B custom fields, whereas tickets of Q2 have SU and CFQ2A. Tickets of Q3 only have one custom field, which is SU. - If the queue of a ticket is Q1, then SU = CFQ1A + CFQ1B - If the queue of a ticket is Q2, then SU = 3 x CFQ2A. - If the queue of a ticket is Q3, then the value of SU should be manually introduced. This simplified problem shows what I want to do. In my real problem, there are more queues and the formulas for computing SUs are not as easy as those. I would like to compute the value of SU automatically when it is possible rather than introducing its value manually. Is there an relatively easy way to do this? Can scrips help me? If not, I would like to create at least an hyperlink near the SU custom field to a page where proprietaries of tickets can look for the formulas that they have to use based on the kind of problem (queue) they are resolving. I had the idea of using the "Include page" attribute of the SU custom field in order to add a link to a page where this information would be available. It works fine, but unfortunately only when the SU custom field has a value. If SU has no value (the CF is empty), then the link isn't shown. How can I always show this link? Where can I add it in order to be always present when people examine tickets? Help and advices are always welcome. Thanking you for your time, Carlos -- _______ _______________________________________________________________ | __ __ | 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 Wed Jan 13 06:19:05 2010 From: rfh at vialtus.com (Raed El-Hames) Date: Wed, 13 Jan 2010 11:19:05 +0000 Subject: [rt-users] How to create ticket through an e-mail message? In-Reply-To: <4B4DAA58.7080502@pop-sp.rnp.br> References: <4B4DAA58.7080502@pop-sp.rnp.br> Message-ID: <4B4DAC29.8040203@vialtus.com> Yep, its all you need , read the instructions from the README file in the rt source code, the part under SETTING UP THE MAIL GATEWAY --------------------------- Roy Wagner Pereira wrote: > Hi, folks. > > And now, almost all of the main settings are done! > > But, I need to setting up my RT to create a ticket when someone send an > e-mail message to it. > > I found this line in a blog, but I'm not sure if this is enough to make > RT works properly. > > rt-email: "|/usr/bin/rt-mailgate --queue General --action correspond --url https://localhost/rt" > > Thanks for any precious help. > > From cgarcia at ific.uv.es Wed Jan 13 06:26:04 2010 From: cgarcia at ific.uv.es (Carlos Garcia Montoro) Date: Wed, 13 Jan 2010 12:26:04 +0100 Subject: [rt-users] How to create ticket through an e-mail message? In-Reply-To: <4B4DAA58.7080502@pop-sp.rnp.br> References: <4B4DAA58.7080502@pop-sp.rnp.br> Message-ID: <4B4DADCC.9070305@ific.uv.es> This page should help you: http://wiki.bestpractical.com/view/ManualEmailConfig If you properly configure RT and your email server, then you souldn't have any problem and RT will create those tickets. Take care, Carlos Wagner Pereira wrote: > Hi, folks. > > And now, almost all of the main settings are done! > > But, I need to setting up my RT to create a ticket when someone send an > e-mail message to it. > > I found this line in a blog, but I'm not sure if this is enough to make > RT works properly. > > rt-email: "|/usr/bin/rt-mailgate --queue General --action correspond --url https://localhost/rt" > > Thanks for any precious help. > -- _______ _______________________________________________________________ | __ __ | 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 cgarcia at ific.uv.es Wed Jan 13 06:26:17 2010 From: cgarcia at ific.uv.es (Carlos Garcia Montoro) Date: Wed, 13 Jan 2010 12:26:17 +0100 Subject: [rt-users] How to create ticket through an e-mail message? In-Reply-To: <4B4DAA58.7080502@pop-sp.rnp.br> References: <4B4DAA58.7080502@pop-sp.rnp.br> Message-ID: <4B4DADD9.8030101@ific.uv.es> This page should help you: http://wiki.bestpractical.com/view/ManualEmailConfig If you properly configure RT and your email server, then you shouldn't have any problem and RT will create those tickets. Take care, Carlos Wagner Pereira wrote: > Hi, folks. > > And now, almost all of the main settings are done! > > But, I need to setting up my RT to create a ticket when someone send an > e-mail message to it. > > I found this line in a blog, but I'm not sure if this is enough to make > RT works properly. > > rt-email: "|/usr/bin/rt-mailgate --queue General --action correspond --url https://localhost/rt" > > Thanks for any precious help. > -- _______ _______________________________________________________________ | __ __ | 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 elacour at easter-eggs.com Wed Jan 13 06:27:50 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 13 Jan 2010 12:27:50 +0100 Subject: [rt-users] Automatically computing the value of a custom field or adding hyperlinks to custom fields In-Reply-To: <4B4DABF7.6070902@ific.uv.es> References: <4B4DABF7.6070902@ific.uv.es> Message-ID: <20100113112750.GH2503@easter-eggs.com> On Wed, Jan 13, 2010 at 12:18:15PM +0100, Carlos Garcia Montoro wrote: > Hi, > > My institution is being enforced to calculate the costs of the > services that it provides in a currency that we call "Service Unit" > ("SU" for short). We have some queues that represent different kinds > of work provided by us, so I have created a custom field called SU, > which is applied to tickets, no matter their queue (it is applied to > many different queues). Depending on the queue, the value of SU > could be calculated based on the value of other custom fields. For > example, let us have three queues Q1, Q2 and Q3. Tickets of Q1 have > SU, CFQ1A and CFQ1B custom fields, whereas tickets of Q2 have SU and > CFQ2A. Tickets of Q3 only have one custom field, which is SU. > > - If the queue of a ticket is Q1, then SU = CFQ1A + CFQ1B > - If the queue of a ticket is Q2, then SU = 3 x CFQ2A. > - If the queue of a ticket is Q3, then the value of SU should be > manually introduced. > > This simplified problem shows what I want to do. In my real problem, > there are more queues and the formulas for computing SUs are not as > easy as those. I would like to compute the value of SU automatically > when it is possible rather than introducing its value manually. Is > there an relatively easy way to do this? Can scrips help me? > Of course you can (should?) use scrips for this. Action seems easy, just set a CF value based on other CFs and queue. What is not clear is when do you need to fill this CF in the ticket life (at resolve time?). Looks at http://wiki.bestpractical.com/ for scrips examples with customfields uses. From cgarcia at ific.uv.es Wed Jan 13 06:47:32 2010 From: cgarcia at ific.uv.es (Carlos Garcia Montoro) Date: Wed, 13 Jan 2010 12:47:32 +0100 Subject: [rt-users] Automatically computing the value of a custom field or adding hyperlinks to custom fields In-Reply-To: <20100113112750.GH2503@easter-eggs.com> References: <4B4DABF7.6070902@ific.uv.es> <20100113112750.GH2503@easter-eggs.com> Message-ID: <4B4DB2D4.8010906@ific.uv.es> Emmanuel Lacour wrote: > On Wed, Jan 13, 2010 at 12:18:15PM +0100, Carlos Garcia Montoro wrote: >> Hi, >> >> My institution is being enforced to calculate the costs of the >> services that it provides in a currency that we call "Service Unit" >> ("SU" for short). We have some queues that represent different kinds >> of work provided by us, so I have created a custom field called SU, >> which is applied to tickets, no matter their queue (it is applied to >> many different queues). Depending on the queue, the value of SU >> could be calculated based on the value of other custom fields. For >> example, let us have three queues Q1, Q2 and Q3. Tickets of Q1 have >> SU, CFQ1A and CFQ1B custom fields, whereas tickets of Q2 have SU and >> CFQ2A. Tickets of Q3 only have one custom field, which is SU. >> >> - If the queue of a ticket is Q1, then SU = CFQ1A + CFQ1B >> - If the queue of a ticket is Q2, then SU = 3 x CFQ2A. >> - If the queue of a ticket is Q3, then the value of SU should be >> manually introduced. >> >> This simplified problem shows what I want to do. In my real problem, >> there are more queues and the formulas for computing SUs are not as >> easy as those. I would like to compute the value of SU automatically >> when it is possible rather than introducing its value manually. Is >> there an relatively easy way to do this? Can scrips help me? >> > > Of course you can (should?) use scrips for this. Action seems easy, just > set a CF value based on other CFs and queue. What is not clear is when > do you need to fill this CF in the ticket life (at resolve time?). Yes, usually these CF values are established when the ticket is being resoled. > > Looks at http://wiki.bestpractical.com/ for scrips examples with > customfields uses. Thank you for the advice. I'll do. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- _______ _______________________________________________________________ | __ __ | Carlos Garc?a Montoro Ingeniero Inform?tico |_\_Y_/_| Instituto de F?sica Corpuscular Centro Mixto CSIC - UV |\_] [_/| Servicios Inform?ticos | [_] | Edificio Institutos de Investigaci?n cgarcia at ific.uv.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 963543706 |_______| Espa?a / Spain Fax: +34 963543488 -------------- next part -------------- A non-text attachment was scrubbed... Name: cgarcia.vcf Type: text/x-vcard Size: 441 bytes Desc: not available URL: From colin at 4pm.ie Wed Jan 13 06:57:50 2010 From: colin at 4pm.ie (Colin O'Sullivan) Date: Wed, 13 Jan 2010 11:57:50 +0000 Subject: [rt-users] Emails from my domain appearing in RT, emails from other domains being lost somewhere along the way Message-ID: Hi, I'm trying to get an instance of RT working, which was initially set up by somebody else. I have a web form, which, when submitted, is sending its contents to an email account, where emails are accessed by fetchmail and passed on to rt-mailgate and into RT. All emails are successfully arriving from the web form into the email account. Currently it seems that only emails with a "from address" from my domain are successfully being transferred on to RT. Emails from any other domain are being fetched successfully by fetchmail but are not appearing in RT. I'd appreciate any help in resolving this. Thank you From colin at 4pm.ie Wed Jan 13 07:19:36 2010 From: colin at 4pm.ie (Colin O'Sullivan) Date: Wed, 13 Jan 2010 12:19:36 +0000 Subject: [rt-users] Emails from my domain appearing in RT, emails from other domains being lost somewhere along the way In-Reply-To: References: Message-ID: I just got this message back from RT, so it's related to this: "RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email." 2010/1/13 Colin O'Sullivan : > Hi, > > I'm trying to get an instance of RT working, which was initially set > up by somebody else. > > I have a web form, which, when submitted, is sending its contents to > an email account, where emails are accessed by fetchmail and passed on > to rt-mailgate and into RT. > > All emails are successfully arriving from the web form into the email account. > > Currently it seems that only emails with a "from address" from my > domain are successfully being transferred on to RT. Emails from any > other domain are being fetched successfully by fetchmail but are not > appearing in RT. > > I'd appreciate any help in resolving this. > > Thank you > From ari.constancio at gmail.com Wed Jan 13 07:34:58 2010 From: ari.constancio at gmail.com (Ari Constancio) Date: Wed, 13 Jan 2010 12:34:58 +0000 Subject: [rt-users] Emails from my domain appearing in RT, emails from other domains being lost somewhere along the way In-Reply-To: References: Message-ID: <66e82c801001130434s5ea3b750r5557565c7072d5ac@mail.gmail.com> On Wed, Jan 13, 2010 at 12:19 PM, Colin O'Sullivan wrote: > I just got this message back from RT, so it's related to this: > "RT could not load a valid user, and RT's configuration does not allow > for the creation of a new user for your email." Hi Colin, You can check http://wiki.bestpractical.com/view/ItsFinallyInstalledNowWhat . Permission to create ticket has to be granted. Regards, Ari Constancio From bertignac at gmail.com Wed Jan 13 09:21:34 2010 From: bertignac at gmail.com (L B) Date: Wed, 13 Jan 2010 15:21:34 +0100 Subject: [rt-users] Recommended method for autocreating users with Active Directory and Authen-ExternalAuth Message-ID: Hi, My question is in the subject. I see many things (most of them outdated) in the wiki, but none looks like the one I want. My problem is simple and IMO should be part of the RT-Authen-ExternalAuth plugin. This plugin is nice to authenticate users against an AD, but my AD is huge and I want users to be created (unprivileged) on the fly, when added as watchers for example. The problem is that currently their login is the email address and I want the AD login instead. I think it's easy to do, I can develop it but I'm sure something already exist for this. How do you do this ? Is it planned to be (or is it already ?!) included in RT-Authen-ExternalAuth ? Thanks, PS: I think it's more or less this : http://www.zanfur.com/rt3-contrib/AutoCreateFromExternalUserInfo/CurrentUser_Local.pm, but using RT-Authen-ExternalAuth variables. -- L.B. From torsten.brumm at Kuehne-Nagel.com Wed Jan 13 10:17:17 2010 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Wed, 13 Jan 2010 16:17:17 +0100 Subject: [rt-users] Emails from my domain appearing in RT, emails from other domains being lost somewhere along the way In-Reply-To: References: Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394027D6967@w3hamboex11.ger.win.int.kn> Configuration->Global->GroupRights > Grant CreateTicket Rights to Everybody 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 -----Urspruengliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Colin O'Sullivan Gesendet: Mittwoch, 13. Januar 2010 13:20 An: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Emails from my domain appearing in RT,emails from other domains being lost somewhere along the way I just got this message back from RT, so it's related to this: "RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email." 2010/1/13 Colin O'Sullivan : > Hi, > > I'm trying to get an instance of RT working, which was initially set > up by somebody else. > > I have a web form, which, when submitted, is sending its contents to > an email account, where emails are accessed by fetchmail and passed on > to rt-mailgate and into RT. > > All emails are successfully arriving from the web form into the email account. > > Currently it seems that only emails with a "from address" from my > domain are successfully being transferred on to RT. Emails from any > other domain are being fetched successfully by fetchmail but are not > appearing in RT. > > I'd appreciate any help in resolving this. > > Thank you > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From HelmuthRamirez at compupay.com Wed Jan 13 12:39:04 2010 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Wed, 13 Jan 2010 12:39:04 -0500 Subject: [rt-users] postfix mail to RT system In-Reply-To: <27136129.post@talk.nabble.com> References: <27136129.post@talk.nabble.com> Message-ID: <08BB2997563E5A4388CA3E3275D469A801EAAFC8@EXMIAMI.compupay.com> Hi CapiZikus, This has a good example under step 3 "Setting up RT to talk to your mail gateway" http://wiki.bestpractical.com/view/FedoraCore5InstallGuide -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of CapiZikus Sent: Tuesday, January 12, 2010 5:39 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] postfix mail to RT system Hi, I managed to send mail from RT system to my mail server using postfix (relay mail server in postfix). Could someone guide me how to deliver mail from postfix to RT please, both RT and postfix are on the same server. thanks -- View this message in context: http://old.nabble.com/postfix-mail-to-RT-system-tp27136129p27136129.html Sent from the Request Tracker - User mailing list archive at Nabble.com. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From kfcrocker at lbl.gov Wed Jan 13 12:49:01 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Wed, 13 Jan 2010 09:49:01 -0800 Subject: [rt-users] Could not set preferences Message-ID: <4B4E078D.6070804@lbl.gov> To list, I finally got 3.8.6 up in Linux. In testing it out, I found that when I made changes to the arrangement in my home page, nothing worked. I tried moving a few queries around from the left to right of the screen and top-down, to no avail. Also, when I tried to change my preferences in default Queue, I got an error message: Content could not be set to HASH(0xccb3218). Help anyone? Kenn LBNL From JoopvandeWege at mococo.nl Wed Jan 13 13:41:57 2010 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Wed, 13 Jan 2010 19:41:57 +0100 Subject: [rt-users] Could not set preferences In-Reply-To: <4B4E078D.6070804@lbl.gov> References: <4B4E078D.6070804@lbl.gov> Message-ID: <4B4E13F5.6090202@mococo.nl> Ken Crocker wrote: > To list, > > I finally got 3.8.6 up in Linux. In testing it out, I found that when I > made changes to the arrangement in my home page, nothing worked. I tried > moving a few queries around from the left to right of the screen and > top-down, to no avail. > Also, when I tried to change my preferences in default Queue, I got an > error message: > > Content could not be set to HASH(0xccb3218). > > Help anyone? Please upgrade to 3.8.7 of RT which fixes ATLEAST one showstopper bug in conjuction with Oracle. I'm almost sure that your problems will go away when you install rt-3.8.7 Regards, Joop From slackamp at gmail.com Wed Jan 13 14:13:40 2010 From: slackamp at gmail.com (slamp slamp) Date: Wed, 13 Jan 2010 14:13:40 -0500 Subject: [rt-users] AddTicketHistoryToMail is not adding all history Message-ID: <78926d251001131113v6ecfdebevf410d5cd18efac36@mail.gmail.com> Is anyone using this? http://wiki.bestpractical.com/view/AddTicketHistoryToMail For some reason, it wont add any correspondence from AdminCc. I only have 1 AdminCc. All other transactions are added skipping anything from an AdminCc. I don't really see the scrip where it would skip AdminCc's correspondence unless I am missing it completely. From MJames at stonebridgebank.com Wed Jan 13 15:36:29 2010 From: MJames at stonebridgebank.com (Michael James) Date: Wed, 13 Jan 2010 15:36:29 -0500 Subject: [rt-users] ExternalAuth Message-ID: <4B4DE87D0200009D00007B69@mailfilter.stonebridgebank.com> Running SuSE Linux, eDirectory, LDAP, RT 3.8.7. In my test setting, I can query ldap anonymously. I downloaded RT-Authen-ExternalAuth-0.08.tar.gz and installed it. I notice the wiki page (http://wiki.bestpractical.com/view/ExternalAuth ) says to "answer the prompt as to your RT base directory", but I didn't observe that behavior. Added the required entries to RT_SiteConfig.pm as far as I can tell (see below). Trying to log on as "mjames", I only get "your username or password is incorrect". I feel like I'm missing something obvious... Any ideas? Mike Output of ldapsearch command: rt384:~ # ldapsearch -x -b "o=sbf" -h lxutility "cn=mjames" mail uid # extended LDIF # # LDAPv3 # base with scope subtree # filter: cn=mjames # requesting: mail uid # # MJames, STONEBRIDGE, SBF dn: cn=MJames,ou=STONEBRIDGE,o=SBF # MJames, Users, STONEBRIDGEBANK, SBF dn: cn=MJames,cn=Users,ou=STONEBRIDGEBANK,o=SBF uid: MJames mail: MJames at stonebridgebank.com # search result search: 2 result: 0 Success # numResponses: 3 # numEntries: 2 cat RT_SiteConfig.pm Set( $rtname, 'CashMgt'); Set(@Plugins , qw(RT::Authen::ExternalAuth)); Set($WebBaseURL , "http://cashmgt.stonebridgebank.com"); Set( $Organization , "cashmgt.stonebridgebank.com"); Set($Timezone , "US/Eastern"); Set($RTAddressRegexp , '^rt\@cashmgt.stonebridgebank.com$'); Set($DatabaseType , 'mysql'); Set($DatabaseUser , 'rt_user'); Set($DatabasePassword , 'rt_pass'); Set($DatabaseName , 'cashmgt'); Set($DatabaseHost , 'localhost'); Set($DatabaseRTHost , 'localhost'); Set($MaxAttachmentSize, 50000000); Set($WebPath , ""); Set($CorrespondAddress , 'correspond at cashmgt.stonebridgebank.com'); Set($CommentAddress , 'comment at cashmgt.stonebridgebank.com'); Set($ExternalAuthPriority, [ 'My_LDAP', 'My_MySQL', ] ); Set($ExternalInfoPriority, [ 'My_MySQL', 'My_LDAP' ] ); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 0); Set($ExternalSettings, { # AN EXAMPLE DB SERVICE 'My_MySQL' => { ## GENERIC SECTION 'type' => 'db', 'server' => 'localhost', 'database' => 'cashmgt', 'table' => 'USERS', 'user' => 'rt_user', 'pass' => 'rt_pass', 'port' => '3306', 'dbi_driver' => 'mysql', 'u_field' => 'name', 'p_field' => 'password', 'p_enc_pkg' => 'Crypt::MySQL', 'p_enc_sub' => 'password', 'd_field' => 'disabled', 'd_values' => ['0'], 'attr_match_list' => [ 'Gecos', 'Name' ], 'attr_map' => { 'Name' => 'username', 'EmailAddress' => 'email', 'ExternalAuthId' => 'username', 'Gecos' => 'userID' } }, # AN EXAMPLE LDAP SERVICE 'My_LDAP' => { ## GENERIC SECTION 'type' => 'ldap', 'server' => '172.31.4.56', 'base' => 'o=sbf', 'filter' => '(objectClass=*)', 'd_filter' => '(employmentStatus=Terminated)', 'tls' => 0, 'ssl_version' => 3, 'net_ldap_args' => [ version => 3 ], 'attr_match_list' => [ 'Name', 'EmailAddress' ], # The mapping of RT attributes on to LDAP attributes 'attr_map' => { 'Name' => 'uid', 'EmailAddress' => 'mail' } }, } ); 1; The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. From MJames at stonebridgebank.com Wed Jan 13 17:20:17 2010 From: MJames at stonebridgebank.com (Michael James) Date: Wed, 13 Jan 2010 17:20:17 -0500 Subject: [rt-users] Another RT::Authen::ExternalAuth question Message-ID: <4B4E00D10200009D00007B78@mailfilter.stonebridgebank.com> Hi, I see an error in my /var/log/messages file when I'm logging in to this instance of RT. Fresh install of RT 3.8.7 on SLES10 64-bit. What does this imply? The mysql database cashmgt exists and I can login with the default root credentials, I just don't how to interpret the message. Thanks, Mike Jan 13 17:04:41 rt384 RT: DBD::mysql::db selectall_hashref failed: Table 'cashmgt.USERS' doesn't exist at /opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm line 219, line 514. (/opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:219) Jan 13 17:04:41 rt384 RT: Issuing rollback() for database handle being DESTROY'd without explicit disconnect() at /opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm line 219, line 514. (/opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:219) Jan 13 17:04:41 rt384 RT: Successful login for root from 172.31.4.144 (/opt/cashmgt/bin/../lib/RT/Interface/Web.pm:430) The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. From william.graboyes at theportalgrp.com Wed Jan 13 17:30:21 2010 From: william.graboyes at theportalgrp.com (William Graboyes) Date: Wed, 13 Jan 2010 14:30:21 -0800 Subject: [rt-users] Another RT::Authen::ExternalAuth question In-Reply-To: <4B4E00D10200009D00007B78@mailfilter.stonebridgebank.com> References: <4B4E00D10200009D00007B78@mailfilter.stonebridgebank.com> Message-ID: <8a5c3dac1001131430q233da158s8cc6876e3acab6cb@mail.gmail.com> Hi Mike, Purely from a log file perspective, I know nothing about external auth, it is saying that the column USERS doesn't exist in the table cachemgmt. It looks like it is trying to then recover gracefully, instead of puking all over itself and refusing to allow you to log in. Again purely from the Log File Perspective, I am sure that there are others out there with a massive store of knowledge on external auth, that may help you fix this one. Thanks, Bill On Wed, Jan 13, 2010 at 2:20 PM, Michael James wrote: > Hi, I see an error in my /var/log/messages file when I'm logging in to this > instance of RT. Fresh install of RT 3.8.7 on SLES10 64-bit. What does this > imply? The mysql database cashmgt exists and I can login with the default > root credentials, I just don't how to interpret the message. > > Thanks, Mike > > > Jan 13 17:04:41 rt384 RT: DBD::mysql::db selectall_hashref failed: Table > 'cashmgt.USERS' doesn't exist at > /opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm > line 219, line 514. > (/opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:219) > Jan 13 17:04:41 rt384 RT: Issuing rollback() for database handle being > DESTROY'd without explicit disconnect() at > /opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm > line 219, line 514. > (/opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:219) > Jan 13 17:04:41 rt384 RT: Successful login for root from 172.31.4.144 > (/opt/cashmgt/bin/../lib/RT/Interface/Web.pm:430) > > > > The information in this message may be proprietary and/or confidential, and > protected from disclosure. If the reader of this message is not the intended > recipient, or an employee or agent responsible for delivering this message > to the intended recipient, you are hereby notified that any dissemination, > distribution or copying of this communication is strictly prohibited. If you > have received this communication in error, please notify Stonebridge Bank > immediately by replying to this message and deleting it from your computer. > _______________________________________________ > 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 MJames at stonebridgebank.com Wed Jan 13 17:36:10 2010 From: MJames at stonebridgebank.com (Michael James) Date: Wed, 13 Jan 2010 17:36:10 -0500 Subject: [rt-users] Another RT::Authen::ExternalAuth question In-Reply-To: <8a5c3dac1001131430q233da158s8cc6876e3acab6cb@mail.gmail.com> References: <4B4E00D10200009D00007B78@mailfilter.stonebridgebank.com> <8a5c3dac1001131430q233da158s8cc6876e3acab6cb@mail.gmail.com> Message-ID: <4B4E048A0200009D00007B7C@mailfilter.stonebridgebank.com> Thanks, Bill. The database name is cashmgt and the table name is USERS, rather than table and column names. In any case, the table does exist. Mike >>> William Graboyes 1/13/2010 5:30 PM >>> Hi Mike, Purely from a log file perspective, I know nothing about external auth, it is saying that the column USERS doesn't exist in the table cachemgmt. It looks like it is trying to then recover gracefully, instead of puking all over itself and refusing to allow you to log in. Again purely from the Log File Perspective, I am sure that there are others out there with a massive store of knowledge on external auth, that may help you fix this one. Thanks, Bill On Wed, Jan 13, 2010 at 2:20 PM, Michael James wrote: > Hi, I see an error in my /var/log/messages file when I'm logging in to this > instance of RT. Fresh install of RT 3.8.7 on SLES10 64-bit. What does this > imply? The mysql database cashmgt exists and I can login with the default > root credentials, I just don't how to interpret the message. > > Thanks, Mike > > > Jan 13 17:04:41 rt384 RT: DBD::mysql::db selectall_hashref failed: Table > 'cashmgt.USERS' doesn't exist at > /opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm > line 219, line 514. > (/opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:219) > Jan 13 17:04:41 rt384 RT: Issuing rollback() for database handle being > DESTROY'd without explicit disconnect() at > /opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm > line 219, line 514. > (/opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:219) > Jan 13 17:04:41 rt384 RT: Successful login for root from 172.31.4.144 > (/opt/cashmgt/bin/../lib/RT/Interface/Web.pm:430) > > > > The information in this message may be proprietary and/or confidential, and > protected from disclosure. If the reader of this message is not the intended > recipient, or an employee or agent responsible for delivering this message > to the intended recipient, you are hereby notified that any dissemination, > distribution or copying of this communication is strictly prohibited. If you > have received this communication in error, please notify Stonebridge Bank > immediately by replying to this message and deleting it from your computer. > _______________________________________________ > 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 > The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. From tom at triadsys.com Wed Jan 13 17:41:17 2010 From: tom at triadsys.com (Tom Vier) Date: Wed, 13 Jan 2010 17:41:17 -0500 Subject: [rt-users] postfix mail to RT system In-Reply-To: <27136129.post@talk.nabble.com> References: <27136129.post@talk.nabble.com> Message-ID: <4B4E4C0D.6090509@triadsys.com> Here's an example: # comment address :0H * ^TO*comments at blahblahlbah\.com* { :0c: | rt-mailgate --queue Incoming --action comment --url http://127.0.0.1/rt/ :0i | /bin/false } # everything else :0: | rt-mailgate --queue Incoming --action correspond --url http://127.0.0.1/rt/ -- Tom Vier Sysadmin - Support Technician Triad Systems Engineering, Inc. CapiZikus wrote: > Hi, > > I managed to send mail from RT system to my mail server using postfix (relay > mail server in postfix). > Could someone guide me how to deliver mail from postfix to RT please, both > RT and postfix are on the same server. > > thanks From william.graboyes at theportalgrp.com Wed Jan 13 17:47:59 2010 From: william.graboyes at theportalgrp.com (William Graboyes) Date: Wed, 13 Jan 2010 14:47:59 -0800 Subject: [rt-users] Another RT::Authen::ExternalAuth question In-Reply-To: <4B4E048A0200009D00007B7C@mailfilter.stonebridgebank.com> References: <4B4E00D10200009D00007B78@mailfilter.stonebridgebank.com> <8a5c3dac1001131430q233da158s8cc6876e3acab6cb@mail.gmail.com> <4B4E048A0200009D00007B7C@mailfilter.stonebridgebank.com> Message-ID: <8a5c3dac1001131447q152eb39em4e2d8ca14d241e4a@mail.gmail.com> Hi Mike, Asking questions from the questioner. Is that a separate database from your RT database? If it is a separate database, does your rt db user have access to that database? Just trying to help. Thanks, Bill On Wed, Jan 13, 2010 at 2:36 PM, Michael James wrote: > Thanks, Bill. The database name is cashmgt and the table name is USERS, > rather than table and column names. In any case, the table does exist. > > Mike > > >>> William Graboyes 1/13/2010 5:30 PM > >>> > Hi Mike, > > Purely from a log file perspective, I know nothing about external auth, it > is saying that the column USERS doesn't exist in the table cachemgmt. It > looks like it is trying to then recover gracefully, instead of puking all > over itself and refusing to allow you to log in. > > Again purely from the Log File Perspective, I am sure that there are others > out there with a massive store of knowledge on external auth, that may help > you fix this one. > > Thanks, > Bill > > On Wed, Jan 13, 2010 at 2:20 PM, Michael James > wrote: > > > Hi, I see an error in my /var/log/messages file when I'm logging in to > this > > instance of RT. Fresh install of RT 3.8.7 on SLES10 64-bit. What does > this > > imply? The mysql database cashmgt exists and I can login with the default > > root credentials, I just don't how to interpret the message. > > > > Thanks, Mike > > > > > > Jan 13 17:04:41 rt384 RT: DBD::mysql::db selectall_hashref failed: Table > > 'cashmgt.USERS' doesn't exist at > > > /opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm > > line 219, line 514. > > > (/opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:219) > > Jan 13 17:04:41 rt384 RT: Issuing rollback() for database handle being > > DESTROY'd without explicit disconnect() at > > > /opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm > > line 219, line 514. > > > (/opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:219) > > Jan 13 17:04:41 rt384 RT: Successful login for root from 172.31.4.144 > > (/opt/cashmgt/bin/../lib/RT/Interface/Web.pm:430) > > > > > > > > The information in this message may be proprietary and/or confidential, > and > > protected from disclosure. If the reader of this message is not the > intended > > recipient, or an employee or agent responsible for delivering this > message > > to the intended recipient, you are hereby notified that any > dissemination, > > distribution or copying of this communication is strictly prohibited. If > you > > have received this communication in error, please notify Stonebridge Bank > > immediately by replying to this message and deleting it from your > computer. > > _______________________________________________ > > 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 > > > > > The information in this message may be proprietary and/or confidential, and > protected from disclosure. If the reader of this message is not the intended > recipient, or an employee or agent responsible for delivering this message > to the intended recipient, you are hereby notified that any dissemination, > distribution or copying of this communication is strictly prohibited. If you > have received this communication in error, please notify Stonebridge Bank > immediately by replying to this message and deleting it from your computer. > _______________________________________________ > 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 MJames at stonebridgebank.com Wed Jan 13 18:08:01 2010 From: MJames at stonebridgebank.com (Michael James) Date: Wed, 13 Jan 2010 18:08:01 -0500 Subject: [rt-users] Another RT::Authen::ExternalAuth question In-Reply-To: <8a5c3dac1001131447q152eb39em4e2d8ca14d241e4a@mail.gmail.com> References: <4B4E00D10200009D00007B78@mailfilter.stonebridgebank.com> <8a5c3dac1001131430q233da158s8cc6876e3acab6cb@mail.gmail.com> <4B4E048A0200009D00007B7C@mailfilter.stonebridgebank.com> <8a5c3dac1001131447q152eb39em4e2d8ca14d241e4a@mail.gmail.com> Message-ID: <4B4E0C010200009D00007B84@mailfilter.stonebridgebank.com> Bill, that is indeed the RT-database. I posted my RT_SiteConfig.pm file earlier today if you'd like to peruse it. The rt_user has permissions. Thanks, Mike >>> William Graboyes 1/13/2010 5:47 PM >>> Hi Mike, Asking questions from the questioner. Is that a separate database from your RT database? If it is a separate database, does your rt db user have access to that database? Just trying to help. Thanks, Bill On Wed, Jan 13, 2010 at 2:36 PM, Michael James wrote: > Thanks, Bill. The database name is cashmgt and the table name is USERS, > rather than table and column names. In any case, the table does exist. > > Mike > > >>> William Graboyes 1/13/2010 5:30 PM > >>> > Hi Mike, > > Purely from a log file perspective, I know nothing about external auth, it > is saying that the column USERS doesn't exist in the table cachemgmt. It > looks like it is trying to then recover gracefully, instead of puking all > over itself and refusing to allow you to log in. > > Again purely from the Log File Perspective, I am sure that there are others > out there with a massive store of knowledge on external auth, that may help > you fix this one. > > Thanks, > Bill > > On Wed, Jan 13, 2010 at 2:20 PM, Michael James > wrote: > > > Hi, I see an error in my /var/log/messages file when I'm logging in to > this > > instance of RT. Fresh install of RT 3.8.7 on SLES10 64-bit. What does > this > > imply? The mysql database cashmgt exists and I can login with the default > > root credentials, I just don't how to interpret the message. > > > > Thanks, Mike > > > > > > Jan 13 17:04:41 rt384 RT: DBD::mysql::db selectall_hashref failed: Table > > 'cashmgt.USERS' doesn't exist at > > > /opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm > > line 219, line 514. > > > (/opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:219) > > Jan 13 17:04:41 rt384 RT: Issuing rollback() for database handle being > > DESTROY'd without explicit disconnect() at > > > /opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm > > line 219, line 514. > > > (/opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:219) > > Jan 13 17:04:41 rt384 RT: Successful login for root from 172.31.4.144 > > (/opt/cashmgt/bin/../lib/RT/Interface/Web.pm:430) > > > > > > > > The information in this message may be proprietary and/or confidential, > and > > protected from disclosure. If the reader of this message is not the > intended > > recipient, or an employee or agent responsible for delivering this > message > > to the intended recipient, you are hereby notified that any > dissemination, > > distribution or copying of this communication is strictly prohibited. If > you > > have received this communication in error, please notify Stonebridge Bank > > immediately by replying to this message and deleting it from your > computer. > > _______________________________________________ > > 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 > > > > > The information in this message may be proprietary and/or confidential, and > protected from disclosure. If the reader of this message is not the intended > recipient, or an employee or agent responsible for delivering this message > to the intended recipient, you are hereby notified that any dissemination, > distribution or copying of this communication is strictly prohibited. If you > have received this communication in error, please notify Stonebridge Bank > immediately by replying to this message and deleting it from your computer. > _______________________________________________ > 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 > The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. From MJames at stonebridgebank.com Wed Jan 13 18:12:43 2010 From: MJames at stonebridgebank.com (Michael James) Date: Wed, 13 Jan 2010 18:12:43 -0500 Subject: [rt-users] postfix mail to RT system In-Reply-To: <27136129.post@talk.nabble.com> References: <27136129.post@talk.nabble.com> Message-ID: <4B4E0D1B0200009D00007B88@mailfilter.stonebridgebank.com> Edit the /etc/aliases file with your favorite editor. Insert entries like the following, substituting your specific URL and queue names. This assumes you installed RT in the default location at /opt/rt3. general: "|/opt/rt3/bin/rt-mailgate --queue General --action correspond --url http://tracker.stonebridgebank.com/rt/" general-comment: "|/opt/rt3/bin/rt-mailgate --queue General --action comment --url http://tracker.stonebridgebank.com/rt/" correspond: "|/opt/rt3/bin/rt-mailgate --queue General --action correspond --url http://tracker.stonebridgebank.com/rt/" Save the file, then run the newaliases command to restart postfix. # newaliases >>> CapiZikus 1/12/2010 5:38 PM >>> Hi, I managed to send mail from RT system to my mail server using postfix (relay mail server in postfix). Could someone guide me how to deliver mail from postfix to RT please, both RT and postfix are on the same server. thanks -- View this message in context: http://old.nabble.com/postfix-mail-to-RT-system-tp27136129p27136129.html Sent from the Request Tracker - User mailing list archive at Nabble.com. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. From william.graboyes at theportalgrp.com Wed Jan 13 18:23:47 2010 From: william.graboyes at theportalgrp.com (William Graboyes) Date: Wed, 13 Jan 2010 15:23:47 -0800 Subject: [rt-users] Another RT::Authen::ExternalAuth question In-Reply-To: <4B4E0C010200009D00007B84@mailfilter.stonebridgebank.com> References: <4B4E00D10200009D00007B78@mailfilter.stonebridgebank.com> <8a5c3dac1001131430q233da158s8cc6876e3acab6cb@mail.gmail.com> <4B4E048A0200009D00007B7C@mailfilter.stonebridgebank.com> <8a5c3dac1001131447q152eb39em4e2d8ca14d241e4a@mail.gmail.com> <4B4E0C010200009D00007B84@mailfilter.stonebridgebank.com> Message-ID: <8a5c3dac1001131523p764b6853v9d6aa346750e6c6e@mail.gmail.com> Hi Mike, I intend no offense, I am just trying to help out, and sometimes we forget to check the easy stuff first (hey we all do some times :) ). That being said I think we have this figured out: I know it is like a game of 20 questions, but in my current installs 3.8.4 and 3.8.6 with mysql the table USERS does not exist, because the table name is Users. I am not sure if perl dbi is picky about case, but my gut instinct would be that it is, and I know that mysql is picky about case in this sense. Even mysql directly doesn't like case mismatch. select * from `cachemgt`.`USERS`; -- would result in an error because the table USERS doesn't exist -- as a matter of a fact it is the same exact error you are seeing in the logs "Table 'cachemgt.USERS' doesn't exist". select * form `cachemgt`.`Users`; -- works on my instance because the tabke Users does exist. Note that I changed the query to match your database structure. HTH, Thanks, Bill On Wed, Jan 13, 2010 at 3:08 PM, Michael James wrote: > Bill, that is indeed the RT-database. I posted my RT_SiteConfig.pm file > earlier today if you'd like to peruse it. The rt_user has permissions. > > Thanks, Mike > > >>> William Graboyes 1/13/2010 5:47 PM > >>> > Hi Mike, > > Asking questions from the questioner. > > Is that a separate database from your RT database? > > If it is a separate database, does your rt db user have access to that > database? > > Just trying to help. > > Thanks, > Bill > > On Wed, Jan 13, 2010 at 2:36 PM, Michael James > wrote: > > > Thanks, Bill. The database name is cashmgt and the table name is USERS, > > rather than table and column names. In any case, the table does exist. > > > > Mike > > > > >>> William Graboyes 1/13/2010 5:30 > PM > > >>> > > Hi Mike, > > > > Purely from a log file perspective, I know nothing about external auth, > it > > is saying that the column USERS doesn't exist in the table cachemgmt. It > > looks like it is trying to then recover gracefully, instead of puking all > > over itself and refusing to allow you to log in. > > > > Again purely from the Log File Perspective, I am sure that there are > others > > out there with a massive store of knowledge on external auth, that may > help > > you fix this one. > > > > Thanks, > > Bill > > > > On Wed, Jan 13, 2010 at 2:20 PM, Michael James > > wrote: > > > > > Hi, I see an error in my /var/log/messages file when I'm logging in to > > this > > > instance of RT. Fresh install of RT 3.8.7 on SLES10 64-bit. What does > > this > > > imply? The mysql database cashmgt exists and I can login with the > default > > > root credentials, I just don't how to interpret the message. > > > > > > Thanks, Mike > > > > > > > > > Jan 13 17:04:41 rt384 RT: DBD::mysql::db selectall_hashref failed: > Table > > > 'cashmgt.USERS' doesn't exist at > > > > > > /opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm > > > line 219, line 514. > > > > > > (/opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:219) > > > Jan 13 17:04:41 rt384 RT: Issuing rollback() for database handle being > > > DESTROY'd without explicit disconnect() at > > > > > > /opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm > > > line 219, line 514. > > > > > > (/opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:219) > > > Jan 13 17:04:41 rt384 RT: Successful login for root from 172.31.4.144 > > > (/opt/cashmgt/bin/../lib/RT/Interface/Web.pm:430) > > > > > > > > > > > > The information in this message may be proprietary and/or confidential, > > and > > > protected from disclosure. If the reader of this message is not the > > intended > > > recipient, or an employee or agent responsible for delivering this > > message > > > to the intended recipient, you are hereby notified that any > > dissemination, > > > distribution or copying of this communication is strictly prohibited. > If > > you > > > have received this communication in error, please notify Stonebridge > Bank > > > immediately by replying to this message and deleting it from your > > computer. > > > _______________________________________________ > > > 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 > > > > > > > > > The information in this message may be proprietary and/or confidential, > and > > protected from disclosure. If the reader of this message is not the > intended > > recipient, or an employee or agent responsible for delivering this > message > > to the intended recipient, you are hereby notified that any > dissemination, > > distribution or copying of this communication is strictly prohibited. If > you > > have received this communication in error, please notify Stonebridge Bank > > immediately by replying to this message and deleting it from your > computer. > > _______________________________________________ > > 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 > > > > > The information in this message may be proprietary and/or confidential, and > protected from disclosure. If the reader of this message is not the intended > recipient, or an employee or agent responsible for delivering this message > to the intended recipient, you are hereby notified that any dissemination, > distribution or copying of this communication is strictly prohibited. If you > have received this communication in error, please notify Stonebridge Bank > immediately by replying to this message and deleting it from your computer. > _______________________________________________ > 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 Kuehne-Nagel.com Thu Jan 14 10:33:13 2010 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Thu, 14 Jan 2010 16:33:13 +0100 Subject: [rt-users] AssetTracker 1.2.4 In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394027D66CD@w3hamboex11.ger.win.int.kn> References: <20100111205435.GO88081@cesium.hyperfine.info> <16426EA38D57E74CB1DE5A6AE1DB0394027D66CD@w3hamboex11.ger.win.int.kn> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394027D6B49@w3hamboex11.ger.win.int.kn> Hi Together, just play around with Upgrading RT 3.6.5 to 3.8.7, upgrade is smooth so far, but AT seems to make problems: 1. On Config->AT->Admin->Types i get: Can't locate object method "ACLEquivalenceObjects" via package "RTx::AssetTracker::System" at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 327. 2. If i open a asset, i get at the log: Invalid right. Couldn't canonicalize right 'ShowAssetComments' (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:299), referer: http://rt38-messenger.int.kn/AssetTracker/Asset/Display.html?id=1 Any ideas how to fix? Torsten Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnett?, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne From MJames at stonebridgebank.com Thu Jan 14 11:20:17 2010 From: MJames at stonebridgebank.com (Michael James) Date: Thu, 14 Jan 2010 11:20:17 -0500 Subject: [rt-users] Another RT::Authen::ExternalAuth question In-Reply-To: <8a5c3dac1001131523p764b6853v9d6aa346750e6c6e@mail.gmail.com> References: <4B4E00D10200009D00007B78@mailfilter.stonebridgebank.com> <8a5c3dac1001131430q233da158s8cc6876e3acab6cb@mail.gmail.com> <4B4E048A0200009D00007B7C@mailfilter.stonebridgebank.com> <8a5c3dac1001131447q152eb39em4e2d8ca14d241e4a@mail.gmail.com> <4B4E0C010200009D00007B84@mailfilter.stonebridgebank.com> <8a5c3dac1001131523p764b6853v9d6aa346750e6c6e@mail.gmail.com> Message-ID: <4B4EFDF10200009D00007B90@mailfilter.stonebridgebank.com> Well, now we're making progress! Thanks, Bill. No offense taken. The errors are in my setup of RT::Authen::ExternalAuth variables in RT_SiteConfig.pm. I didn't realize mysql was so case-sensitive and the different values hadn't really registered with me. Changing the table variable in RT_SiteConfig.pm from USERS to Users worked and got me to the next errors. This seems a little odd to me because I'm really using the default installation values of both RT and RT::Authen::ExternalAuth except for the base path. I made an assumption that the values in the sample RT_SiteConfig.pm from ExternalAuth's setup would be consistent with the default MySQL tables/columns. My bad... Anyway, problem solved and I thank you very much. Mike The next errors were fixed by changing the field names to match the actual column names in the RT database. I'm just showing this for completeness. Jan 14 11:04:18 rt384 RT: DBD::mysql::db selectall_hashref failed: Unknown column 'email' in 'field list' at /opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm line 163, line 514. (/opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:163) So now the table (Users) is found, but the columns are not. The relevant portion of RT_SiteConfig.pm is: # The mapping of RT attributes on to field names 'attr_map' => { 'Name' => 'username', 'EmailAddress' => 'email', 'ExternalAuthId' => 'username', 'Gecos' => 'userID' >>> William Graboyes 1/13/2010 6:23 PM >>> Hi Mike, I intend no offense, I am just trying to help out, and sometimes we forget to check the easy stuff first (hey we all do some times :) ). That being said I think we have this figured out: I know it is like a game of 20 questions, but in my current installs 3.8.4 and 3.8.6 with mysql the table USERS does not exist, because the table name is Users. I am not sure if perl dbi is picky about case, but my gut instinct would be that it is, and I know that mysql is picky about case in this sense. Even mysql directly doesn't like case mismatch. select * from `cachemgt`.`USERS`; -- would result in an error because the table USERS doesn't exist -- as a matter of a fact it is the same exact error you are seeing in the logs "Table 'cachemgt.USERS' doesn't exist". select * form `cachemgt`.`Users`; -- works on my instance because the tabke Users does exist. Note that I changed the query to match your database structure. HTH, Thanks, Bill On Wed, Jan 13, 2010 at 3:08 PM, Michael James wrote: > Bill, that is indeed the RT-database. I posted my RT_SiteConfig.pm file > earlier today if you'd like to peruse it. The rt_user has permissions. > > Thanks, Mike > > >>> William Graboyes 1/13/2010 5:47 PM > >>> > Hi Mike, > > Asking questions from the questioner. > > Is that a separate database from your RT database? > > If it is a separate database, does your rt db user have access to that > database? > > Just trying to help. > > Thanks, > Bill > > On Wed, Jan 13, 2010 at 2:36 PM, Michael James > wrote: > > > Thanks, Bill. The database name is cashmgt and the table name is USERS, > > rather than table and column names. In any case, the table does exist. > > > > Mike > > > > >>> William Graboyes 1/13/2010 5:30 > PM > > >>> > > Hi Mike, > > > > Purely from a log file perspective, I know nothing about external auth, > it > > is saying that the column USERS doesn't exist in the table cachemgmt. It > > looks like it is trying to then recover gracefully, instead of puking all > > over itself and refusing to allow you to log in. > > > > Again purely from the Log File Perspective, I am sure that there are > others > > out there with a massive store of knowledge on external auth, that may > help > > you fix this one. > > > > Thanks, > > Bill > > > > On Wed, Jan 13, 2010 at 2:20 PM, Michael James > > wrote: > > > > > Hi, I see an error in my /var/log/messages file when I'm logging in to > > this > > > instance of RT. Fresh install of RT 3.8.7 on SLES10 64-bit. What does > > this > > > imply? The mysql database cashmgt exists and I can login with the > default > > > root credentials, I just don't how to interpret the message. > > > > > > Thanks, Mike > > > > > > > > > Jan 13 17:04:41 rt384 RT: DBD::mysql::db selectall_hashref failed: > Table > > > 'cashmgt.USERS' doesn't exist at > > > > > > /opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm > > > line 219, line 514. > > > > > > (/opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:219) > > > Jan 13 17:04:41 rt384 RT: Issuing rollback() for database handle being > > > DESTROY'd without explicit disconnect() at > > > > > > /opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm > > > line 219, line 514. > > > > > > (/opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:219) > > > Jan 13 17:04:41 rt384 RT: Successful login for root from 172.31.4.144 > > > (/opt/cashmgt/bin/../lib/RT/Interface/Web.pm:430) > > > > > > > > > > > > The information in this message may be proprietary and/or confidential, > > and > > > protected from disclosure. If the reader of this message is not the > > intended > > > recipient, or an employee or agent responsible for delivering this > > message > > > to the intended recipient, you are hereby notified that any > > dissemination, > > > distribution or copying of this communication is strictly prohibited. > If > > you > > > have received this communication in error, please notify Stonebridge > Bank > > > immediately by replying to this message and deleting it from your > > computer. > > > _______________________________________________ > > > 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 > > > > > > > > > The information in this message may be proprietary and/or confidential, > and > > protected from disclosure. If the reader of this message is not the > intended > > recipient, or an employee or agent responsible for delivering this > message > > to the intended recipient, you are hereby notified that any > dissemination, > > distribution or copying of this communication is strictly prohibited. If > you > > have received this communication in error, please notify Stonebridge Bank > > immediately by replying to this message and deleting it from your > computer. > > _______________________________________________ > > 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 > > > > > The information in this message may be proprietary and/or confidential, and > protected from disclosure. If the reader of this message is not the intended > recipient, or an employee or agent responsible for delivering this message > to the intended recipient, you are hereby notified that any dissemination, > distribution or copying of this communication is strictly prohibited. If you > have received this communication in error, please notify Stonebridge Bank > immediately by replying to this message and deleting it from your computer. > _______________________________________________ > 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 > The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. From kfcrocker at lbl.gov Thu Jan 14 12:23:59 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Thu, 14 Jan 2010 09:23:59 -0800 Subject: [rt-users] Could not set preferences In-Reply-To: <4B4E13F5.6090202@mococo.nl> References: <4B4E078D.6070804@lbl.gov> <4B4E13F5.6090202@mococo.nl> Message-ID: <4B4F532F.7060200@lbl.gov> Joop, Will do. Thanks. Kenn LBNL On 1/13/2010 10:41 AM, Joop van de Wege wrote: > Ken Crocker wrote: >> To list, >> >> I finally got 3.8.6 up in Linux. In testing it out, I found that when >> I made changes to the arrangement in my home page, nothing worked. I >> tried moving a few queries around from the left to right of the >> screen and top-down, to no avail. >> Also, when I tried to change my preferences in default Queue, I got >> an error message: >> >> Content could not be set to HASH(0xccb3218). >> >> Help anyone? > > Please upgrade to 3.8.7 of RT which fixes ATLEAST one showstopper bug > in conjuction with Oracle. > I'm almost sure that your problems will go away when you install > rt-3.8.7 > > Regards, > > Joop > From falcone at bestpractical.com Thu Jan 14 13:13:44 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 14 Jan 2010 13:13:44 -0500 Subject: [rt-users] Recommended method for autocreating users with Active Directory and Authen-ExternalAuth In-Reply-To: References: Message-ID: <20100114181344.GB883@jibsheet.com> On Wed, Jan 13, 2010 at 03:21:34PM +0100, L B wrote: > Hi, > > My question is in the subject. I see many things (most of them > outdated) in the wiki, but none looks like the one I want. > > My problem is simple and IMO should be part of the > RT-Authen-ExternalAuth plugin. This plugin is nice to authenticate > users against an AD, but my AD is huge and I want users to be created > (unprivileged) on the fly, when added as watchers for example. The > problem is that currently their login is the email address and I want > the AD login instead. The problem is that RT-Authen-ExternalAuth isn't tweaking the Name when canonicalizing user info (it still looks you up by the email address) and its a bit of work to fix that. I believe Mike has said that it is the next thing he would like to do with the module, but he doesn't know when he will have time. If you do come up with a patch, please send it along so it can be considered for inclusion -kevin > I think it's easy to do, I can develop it but I'm sure something > already exist for this. How do you do this ? Is it planned to be (or > is it already ?!) included in RT-Authen-ExternalAuth ? > > Thanks, > > PS: I think it's more or less this : > http://www.zanfur.com/rt3-contrib/AutoCreateFromExternalUserInfo/CurrentUser_Local.pm, > but using RT-Authen-ExternalAuth variables. -------------- 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 Jan 14 13:16:48 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 14 Jan 2010 13:16:48 -0500 Subject: [rt-users] Authentication Question In-Reply-To: <008801ca9370$0ad45bf0$207d13d0$@farrington@gtn.uk.com> References: <000c01ca92b6$a35e7460$ea1b5d20$@farrington@gtn.uk.com> <1263213058.5813.14.camel@maclem-ether.ius.cc> <001d01ca92bd$0a51d5d0$1ef58170$@farrington@gtn.uk.com> <435CB3214F92FD4E8E5CEEB86A20440240F925A931@MAILBOX.tbcnet.biltmore.com> <008801ca9370$0ad45bf0$207d13d0$@farrington@gtn.uk.com> Message-ID: <20100114181648.GC883@jibsheet.com> On Tue, Jan 12, 2010 at 10:14:35AM -0000, Mark Farrington wrote: > Ok, > > I've got somewhere with this following falcone's advice. Jason If you have time to turn this into a patch and send it along to bug-RT-Authen-ExternalAuth at rt.cpan.org it'd make it a lot easier for us to see in context and try to include it in a future release. -kevin > If it's any use to anyone else, I added the following to ExternalAuth.pm (mostly borrowed from the LDAPImport Extension) - it's creating a group based on the name of the Auth service in RTSiteConfig and adding the user to it. > > It needs some debug added (as there currently is none) - but if it can be of use to anyone feel free to borrow it. > > M* > > ##### Added By MRF > > # Creates Groups based on $service > > my $rt_group = RT::Group->new($RT::SystemUser); > > $rt_group->LoadUserDefinedGroup( $service ); > unless ($rt_group->Id) { > my ($gp_id,$gp_msg) = $rt_group->CreateUserDefinedGroup( Name => $service ); > unless ($gp_id) { > #$self->_error("Can't create group $group_name [$msg]") > } > } > > #group already exists (or does now) - so we can add user to it > > #Adds Users to groups > > #my $principal = $UserObj->PrincipalObj; > if ($rt_group->HasMember($session->{'CurrentUser'})) { > #$self->_debug($user->Name . " already a member of " . $group->Name); > return; > } > > $rt_group->AddMember($session->{'CurrentUser'}->Id); > > > > ##### Snip > > > > Mark Farrington > Broadcast Engineer > Global Traffic Network UK > > > > Please note: Our office address has now changed to: > Global Traffic Network (UK) Ltd, 5th Floor, 5 Golden Square, London, W1F 9BS > > Global Traffic Network (UK) is a limited Company registered in England and Wales. Registered number: 5867987 Registered office: 179 Great Portland Street, London, UK. > > Global Traffic Network (UK) Commercial is a limited Company registered in England and Wales. Registered number: 2229296 Registered office: 179 Great Portland Street, London, UK. > > This email is intended for the addressee only. If you have received this email in error, then please notify the sender immediately and delete the email without copying, storing or disclosing its contents to any other person. > > Copyright of this email and its attachment(s) are the property of Global Traffic Network (UK) and/or Global Traffic Network (UK) Commercial, unless otherwise stated. > ______________________________________________________________________ > This email has been scanned by MessageLabs > and is free of all known viruses and spyware. > ______________________________________________________________________ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Jan 14 13:17:46 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 14 Jan 2010 13:17:46 -0500 Subject: [rt-users] AddTicketHistoryToMail is not adding all history In-Reply-To: <78926d251001131113v6ecfdebevf410d5cd18efac36@mail.gmail.com> References: <78926d251001131113v6ecfdebevf410d5cd18efac36@mail.gmail.com> Message-ID: <20100114181746.GD883@jibsheet.com> On Wed, Jan 13, 2010 at 02:13:40PM -0500, slamp slamp wrote: > Is anyone using this? > > http://wiki.bestpractical.com/view/AddTicketHistoryToMail > > For some reason, it wont add any correspondence from AdminCc. I only > have 1 AdminCc. > > All other transactions are added skipping anything from an AdminCc. I > don't really see the scrip where it would skip AdminCc's > correspondence unless I am missing it completely. Is your AdminCc Replying or Commenting ? That template won't include Comments -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Jan 14 13:23:30 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 14 Jan 2010 13:23:30 -0500 Subject: [rt-users] Another RT::Authen::ExternalAuth question In-Reply-To: <4B4EFDF10200009D00007B90@mailfilter.stonebridgebank.com> References: <4B4E00D10200009D00007B78@mailfilter.stonebridgebank.com> <8a5c3dac1001131430q233da158s8cc6876e3acab6cb@mail.gmail.com> <4B4E048A0200009D00007B7C@mailfilter.stonebridgebank.com> <8a5c3dac1001131447q152eb39em4e2d8ca14d241e4a@mail.gmail.com> <4B4E0C010200009D00007B84@mailfilter.stonebridgebank.com> <8a5c3dac1001131523p764b6853v9d6aa346750e6c6e@mail.gmail.com> <4B4EFDF10200009D00007B90@mailfilter.stonebridgebank.com> Message-ID: <20100114182330.GE883@jibsheet.com> On Thu, Jan 14, 2010 at 11:20:17AM -0500, Michael James wrote: > Well, now we're making progress! Thanks, Bill. No offense taken. The errors are in my setup of RT::Authen::ExternalAuth variables in RT_SiteConfig.pm. > > I didn't realize mysql was so case-sensitive and the different values hadn't really registered with me. Changing the table variable in RT_SiteConfig.pm from USERS to Users worked and got me to the next errors. This seems a little odd to me because I'm really using the default installation values of both RT and RT::Authen::ExternalAuth except for the base path. I made an assumption that the values in the sample RT_SiteConfig.pm from ExternalAuth's setup would be consistent with the default MySQL tables/columns. My bad... Anyway, problem solved and I thank you very much. Unless you're authenticating against a custom mysql database, there is no need to tell RT::Authen::ExternalAuth about RT's internal database tables. It sounds like you want to tell RT::Authen::ExternalAuth to only use your LDAP configuration. RT will fall back to internal auth if RT::Authen::ExternalAuth fails to authenticate you against LDAP -kevin > The next errors were fixed by changing the field names to match the actual column names in the RT database. I'm just showing this for completeness. > > > Jan 14 11:04:18 rt384 RT: DBD::mysql::db selectall_hashref failed: Unknown column 'email' in 'field list' at /opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm line 163, line 514. (/opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:163) > > So now the table (Users) is found, but the columns are not. The relevant portion of RT_SiteConfig.pm is: > > # The mapping of RT attributes on to field names > 'attr_map' => { 'Name' => 'username', > 'EmailAddress' => 'email', > 'ExternalAuthId' => 'username', > 'Gecos' => 'userID' > > > >>> William Graboyes 1/13/2010 6:23 PM >>> > Hi Mike, > > I intend no offense, I am just trying to help out, and sometimes we forget > to check the easy stuff first (hey we all do some times :) ). > > That being said I think we have this figured out: > > I know it is like a game of 20 questions, but in my current installs 3.8.4 > and 3.8.6 with mysql the table USERS does not exist, because the table name > is Users. I am not sure if perl dbi is picky about case, but my gut > instinct would be that it is, and I know that mysql is picky about case in > this sense. > > Even mysql directly doesn't like case mismatch. > > select * from `cachemgt`.`USERS`; -- would result in an error because the > table USERS doesn't exist -- as a matter of a fact it is the same exact > error you are seeing in the logs "Table 'cachemgt.USERS' doesn't exist". > select * form `cachemgt`.`Users`; -- works on my instance because the tabke > Users does exist. > > Note that I changed the query to match your database structure. > > HTH, > > Thanks, > Bill > > On Wed, Jan 13, 2010 at 3:08 PM, Michael James > wrote: > > > Bill, that is indeed the RT-database. I posted my RT_SiteConfig.pm file > > earlier today if you'd like to peruse it. The rt_user has permissions. > > > > Thanks, Mike > > > > >>> William Graboyes 1/13/2010 5:47 PM > > >>> > > Hi Mike, > > > > Asking questions from the questioner. > > > > Is that a separate database from your RT database? > > > > If it is a separate database, does your rt db user have access to that > > database? > > > > Just trying to help. > > > > Thanks, > > Bill > > > > On Wed, Jan 13, 2010 at 2:36 PM, Michael James > > wrote: > > > > > Thanks, Bill. The database name is cashmgt and the table name is USERS, > > > rather than table and column names. In any case, the table does exist. > > > > > > Mike > > > > > > >>> William Graboyes 1/13/2010 5:30 > > PM > > > >>> > > > Hi Mike, > > > > > > Purely from a log file perspective, I know nothing about external auth, > > it > > > is saying that the column USERS doesn't exist in the table cachemgmt. It > > > looks like it is trying to then recover gracefully, instead of puking all > > > over itself and refusing to allow you to log in. > > > > > > Again purely from the Log File Perspective, I am sure that there are > > others > > > out there with a massive store of knowledge on external auth, that may > > help > > > you fix this one. > > > > > > Thanks, > > > Bill > > > > > > On Wed, Jan 13, 2010 at 2:20 PM, Michael James > > > wrote: > > > > > > > Hi, I see an error in my /var/log/messages file when I'm logging in to > > > this > > > > instance of RT. Fresh install of RT 3.8.7 on SLES10 64-bit. What does > > > this > > > > imply? The mysql database cashmgt exists and I can login with the > > default > > > > root credentials, I just don't how to interpret the message. > > > > > > > > Thanks, Mike > > > > > > > > > > > > Jan 13 17:04:41 rt384 RT: DBD::mysql::db selectall_hashref failed: > > Table > > > > 'cashmgt.USERS' doesn't exist at > > > > > > > > > /opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm > > > > line 219, line 514. > > > > > > > > > (/opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:219) > > > > Jan 13 17:04:41 rt384 RT: Issuing rollback() for database handle being > > > > DESTROY'd without explicit disconnect() at > > > > > > > > > /opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm > > > > line 219, line 514. > > > > > > > > > (/opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:219) > > > > Jan 13 17:04:41 rt384 RT: Successful login for root from 172.31.4.144 > > > > (/opt/cashmgt/bin/../lib/RT/Interface/Web.pm:430) -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From bertignac at gmail.com Thu Jan 14 13:34:56 2010 From: bertignac at gmail.com (L B) Date: Thu, 14 Jan 2010 19:34:56 +0100 Subject: [rt-users] Recommended method for autocreating users with Active Directory and Authen-ExternalAuth In-Reply-To: <20100114181344.GB883@jibsheet.com> References: <20100114181344.GB883@jibsheet.com> Message-ID: I'm going to think about it, but the problem I see it that email addresses might not be unique (I mean we can have two AD accounts with the same email address). I have already done a script to mass-rename email addresses to AD logins, because we use AD authentication for a long time and we wanted to make the users use their AD login instead of their email address. This script is not linked to the plugin, but I think it might be useful for some admins. I can upload it on the wiki or maybe it can be part of an "extras" directory in the plugin package. I have to cleanup my code and make it generic, but it does the job, I already applied it successfully on many RT instances. Don't you think http://www.zanfur.com/rt3-contrib/AutoCreateFromExternalUserInfo/CurrentUser_Local.pm but using RT-Authen-ExternalAuth variables could do the on-the-fly job ? Maybe with some stuff to check duplicates etc... If you think it doesn't, can you or Mike point me into the good direction to (try to) develop it ? Thanks ! -- L.B. From MJames at stonebridgebank.com Thu Jan 14 14:05:46 2010 From: MJames at stonebridgebank.com (Michael James) Date: Thu, 14 Jan 2010 14:05:46 -0500 Subject: [rt-users] Another RT::Authen::ExternalAuth question In-Reply-To: <20100114182330.GE883@jibsheet.com> References: <4B4E00D10200009D00007B78@mailfilter.stonebridgebank.com> <8a5c3dac1001131430q233da158s8cc6876e3acab6cb@mail.gmail.com> <4B4E048A0200009D00007B7C@mailfilter.stonebridgebank.com> <8a5c3dac1001131447q152eb39em4e2d8ca14d241e4a@mail.gmail.com> <4B4E0C010200009D00007B84@mailfilter.stonebridgebank.com> <8a5c3dac1001131523p764b6853v9d6aa346750e6c6e@mail.gmail.com> <4B4EFDF10200009D00007B90@mailfilter.stonebridgebank.com> <20100114182330.GE883@jibsheet.com> Message-ID: <4B4F24BA0200009D00007B98@mailfilter.stonebridgebank.com> Truly. I decided the same thing myself after about 10 extra minutes of thinking about it. I removed the MySQL external authentication and just let it use LDAP. This was my 1st implementation of this plugin and I didn't "get it" in the beginning. thanks for everyone's help. Mike >>> Kevin Falcone 1/14/2010 1:23 PM >>> On Thu, Jan 14, 2010 at 11:20:17AM -0500, Michael James wrote: > Well, now we're making progress! Thanks, Bill. No offense taken. The errors are in my setup of RT::Authen::ExternalAuth variables in RT_SiteConfig.pm. > > I didn't realize mysql was so case-sensitive and the different values hadn't really registered with me. Changing the table variable in RT_SiteConfig.pm from USERS to Users worked and got me to the next errors. This seems a little odd to me because I'm really using the default installation values of both RT and RT::Authen::ExternalAuth except for the base path. I made an assumption that the values in the sample RT_SiteConfig.pm from ExternalAuth's setup would be consistent with the default MySQL tables/columns. My bad... Anyway, problem solved and I thank you very much. Unless you're authenticating against a custom mysql database, there is no need to tell RT::Authen::ExternalAuth about RT's internal database tables. It sounds like you want to tell RT::Authen::ExternalAuth to only use your LDAP configuration. RT will fall back to internal auth if RT::Authen::ExternalAuth fails to authenticate you against LDAP -kevin > The next errors were fixed by changing the field names to match the actual column names in the RT database. I'm just showing this for completeness. > > > Jan 14 11:04:18 rt384 RT: DBD::mysql::db selectall_hashref failed: Unknown column 'email' in 'field list' at /opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm line 163, line 514. (/opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:163) > > So now the table (Users) is found, but the columns are not. The relevant portion of RT_SiteConfig.pm is: > > # The mapping of RT attributes on to field names > 'attr_map' => { 'Name' => 'username', > 'EmailAddress' => 'email', > 'ExternalAuthId' => 'username', > 'Gecos' => 'userID' > > > >>> William Graboyes 1/13/2010 6:23 PM >>> > Hi Mike, > > I intend no offense, I am just trying to help out, and sometimes we forget > to check the easy stuff first (hey we all do some times :) ). > > That being said I think we have this figured out: > > I know it is like a game of 20 questions, but in my current installs 3.8.4 > and 3.8.6 with mysql the table USERS does not exist, because the table name > is Users. I am not sure if perl dbi is picky about case, but my gut > instinct would be that it is, and I know that mysql is picky about case in > this sense. > > Even mysql directly doesn't like case mismatch. > > select * from `cachemgt`.`USERS`; -- would result in an error because the > table USERS doesn't exist -- as a matter of a fact it is the same exact > error you are seeing in the logs "Table 'cachemgt.USERS' doesn't exist". > select * form `cachemgt`.`Users`; -- works on my instance because the tabke > Users does exist. > > Note that I changed the query to match your database structure. > > HTH, > > Thanks, > Bill > > On Wed, Jan 13, 2010 at 3:08 PM, Michael James > wrote: > > > Bill, that is indeed the RT-database. I posted my RT_SiteConfig.pm file > > earlier today if you'd like to peruse it. The rt_user has permissions. > > > > Thanks, Mike > > > > >>> William Graboyes 1/13/2010 5:47 PM > > >>> > > Hi Mike, > > > > Asking questions from the questioner. > > > > Is that a separate database from your RT database? > > > > If it is a separate database, does your rt db user have access to that > > database? > > > > Just trying to help. > > > > Thanks, > > Bill > > > > On Wed, Jan 13, 2010 at 2:36 PM, Michael James > > wrote: > > > > > Thanks, Bill. The database name is cashmgt and the table name is USERS, > > > rather than table and column names. In any case, the table does exist. > > > > > > Mike > > > > > > >>> William Graboyes 1/13/2010 5:30 > > PM > > > >>> > > > Hi Mike, > > > > > > Purely from a log file perspective, I know nothing about external auth, > > it > > > is saying that the column USERS doesn't exist in the table cachemgmt. It > > > looks like it is trying to then recover gracefully, instead of puking all > > > over itself and refusing to allow you to log in. > > > > > > Again purely from the Log File Perspective, I am sure that there are > > others > > > out there with a massive store of knowledge on external auth, that may > > help > > > you fix this one. > > > > > > Thanks, > > > Bill > > > > > > On Wed, Jan 13, 2010 at 2:20 PM, Michael James > > > wrote: > > > > > > > Hi, I see an error in my /var/log/messages file when I'm logging in to > > > this > > > > instance of RT. Fresh install of RT 3.8.7 on SLES10 64-bit. What does > > > this > > > > imply? The mysql database cashmgt exists and I can login with the > > default > > > > root credentials, I just don't how to interpret the message. > > > > > > > > Thanks, Mike > > > > > > > > > > > > Jan 13 17:04:41 rt384 RT: DBD::mysql::db selectall_hashref failed: > > Table > > > > 'cashmgt.USERS' doesn't exist at > > > > > > > > > /opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm > > > > line 219, line 514. > > > > > > > > > (/opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:219) > > > > Jan 13 17:04:41 rt384 RT: Issuing rollback() for database handle being > > > > DESTROY'd without explicit disconnect() at > > > > > > > > > /opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm > > > > line 219, line 514. > > > > > > > > > (/opt/cashmgt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/DBI.pm:219) > > > > Jan 13 17:04:41 rt384 RT: Successful login for root from 172.31.4.144 > > > > (/opt/cashmgt/bin/../lib/RT/Interface/Web.pm:430) The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. From wpereira at pop-sp.rnp.br Thu Jan 14 14:08:35 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Thu, 14 Jan 2010 17:08:35 -0200 Subject: [rt-users] Unknown user from mail.log Message-ID: <4B4F6BB3.7060703@pop-sp.rnp.br> Hi, guys. What the heck the following means? I retrieved it from /var/log/mail.log, on the same server where Request Tracker is installed. The thing is I want to create a ticket automatically when a new e-mail message arrives. I've installed fetchmail to retrieve e-mails messages from other server. Jan 14 16:00:02 rtracker postfix/local[7187]: F378524FBE: to=, orig_to=, relay=local, delay=0.02, delays=0/0.01/0/0.01, dsn=5.1.1, status=bounced (unknown user: "pop-sp-genesis") -- 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 kfcrocker at lbl.gov Thu Jan 14 14:49:43 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Thu, 14 Jan 2010 11:49:43 -0800 Subject: [rt-users] Recommended method for autocreating users with Active Directory and Authen-ExternalAuth In-Reply-To: References: <20100114181344.GB883@jibsheet.com> Message-ID: <4B4F7557.8000304@lbl.gov> LB, This would be REALLY help for me. I've been doing this one user at a time whenever I get some frre time (which isn't ofetn). I'd love a copy of your code. Thanks. Kenn LBNL On 1/14/2010 10:34 AM, L B wrote: > I'm going to think about it, but the problem I see it that email > addresses might not be unique (I mean we can have two AD accounts with > the same email address). > > I have already done a script to mass-rename email addresses to AD > logins, because we use AD authentication for a long time and we wanted > to make the users use their AD login instead of their email address. > This script is not linked to the plugin, but I think it might be > useful for some admins. I can upload it on the wiki or maybe it can be > part of an "extras" directory in the plugin package. I have to cleanup > my code and make it generic, but it does the job, I already applied it > successfully on many RT instances. > > Don't you think > http://www.zanfur.com/rt3-contrib/AutoCreateFromExternalUserInfo/CurrentUser_Local.pm > but using RT-Authen-ExternalAuth variables could do the on-the-fly job > ? Maybe with some stuff to check duplicates etc... > > If you think it doesn't, can you or Mike point me into the good > direction to (try to) develop it ? > > Thanks ! > From falcone at bestpractical.com Thu Jan 14 15:16:46 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 14 Jan 2010 15:16:46 -0500 Subject: [rt-users] Unknown user from mail.log In-Reply-To: <4B4F6BB3.7060703@pop-sp.rnp.br> References: <4B4F6BB3.7060703@pop-sp.rnp.br> Message-ID: <20100114201645.GF883@jibsheet.com> On Thu, Jan 14, 2010 at 05:08:35PM -0200, Wagner Pereira wrote: > Hi, guys. > > What the heck the following means? I retrieved it from /var/log/mail.log, on the same server where Request Tracker is installed. > > The thing is I want to create a ticket automatically when a new e-mail message arrives. I've installed fetchmail to retrieve e-mails messages from other server. > > Jan 14 16:00:02 rtracker postfix/local[7187]: F378524FBE: to=, orig_to=, relay=local, delay=0.02, delays=0/0.01/0/0.01, dsn=5.1.1, status=bounced (unknown user: "pop-sp-genesis") It looks like you need to tell fetchmail to deliver to rt-mailgate, instead of the mail subsystem. The fetchmail wikipage has some examples. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From ggreene at minervanetworks.com Thu Jan 14 15:17:40 2010 From: ggreene at minervanetworks.com (Gary Greene) Date: Thu, 14 Jan 2010 12:17:40 -0800 Subject: [rt-users] Recommended method for auto creating users with Active Directory and Authen-ExternalAuth In-Reply-To: <4B4F7557.8000304@lbl.gov> Message-ID: Why bother with that, when you just need to change the attribute you're using for the account name. Here's a sanitized version of my RT_SiteConfig.pm # Any configuration directives you include here will override # RT's default configuration file, RT_Config.pm # # To include a directive here, just copy the equivalent statement # from RT_Config.pm and change the value. We've included a single # sample value below. # # This file is actually a Perl module, so you can include valid # Perl code, as well. # # The converse is also true, if this file isn't valid Perl, you're # going to run into trouble. To check your SiteConfig file, use # this command: # # perl -c /path/to/your/etc/RT_SiteConfig.pm Set($rtname, 'minervanetworks.com'); Set($Organization, "minervanetworks.com"); Set($Timezone, 'US/Pacific'); Set($WebPath, "/rt3"); Set($WebPort, 443); Set($WebDomain, 'rt.minervanetworks.com'); Set($WebBaseURL, 'https://' . RT->Config->Get('WebDomain') . ':' . RT->Config->Get('WebPort')); Set($WebURL, RT->Config->Get('WebBaseURL') . RT->Config->Get('WebPath') . "/"); Set($WebImagesURL, RT->Config->Get('WebPath') . "/NoAuth/images/"); Set($WebImagesURL , $WebPath . "/images/"); # need this for below Set($LogoURL, "https://rt.minervanetworks.com/Home_Logo.jpg"); Set($LogoLinkURL, 'https://www.minervanetworks.com/'); Set($LogoAltText, "Minerva Networks"); Set($AutoLogoff, 30); Set($EnableReminders,1); Set($LogToSyslog, 'info'); Set($LogDir, '/var/log'); Set($LogToFileNamed, "rt.log"); Set($LogToFile, 'info'); Set($NotifyActor, 1); Set($OwnerEmail , 'XXXXXXXX at minervanetworks.com'); Set(@Plugins, qw(RT::Authen::ExternalAuth RT::FM)); Set($LDAPHost, 'HOSTNAME.DOMAIN.TLD'); Set($LDAPUser, 'cn=BINDUSER,dc=DOMAIN,dc=TLD'); Set($LDAPPassword, 'PASSWORD'); Set($LDAPBase, 'dc=minervanetworks,dc=com'); Set($LDAPFilter, '(&(objectClass=user))'); Set($LDAPMapping, { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'RealName' => 'cn', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' } ); Set($LDAPGroupName,'Employees'); Set($LDAPUpdateUsers,1); Set($ExternalAuthPriority, ['My_LDAP']); Set($ExternalInfoPriority, ['My_LDAP']); Set($ExternalServiceUsesSSLorTLS, 0); Set($AutoCreateNonExternalUsers, 0); Set( $ExternalSettings, { 'My_LDAP' => { 'type' => 'ldap', 'auth' => 1, 'info' => 1, 'server' => 'HOSTNAME.DOMAIN.TLD', 'user' => 'cn=BINDUSER,dc=DOMAIN,dc=TLD', 'pass' => 'PASSWORD', 'base' => 'dc=DOMAIN,dc=TLD', 'filter' => '(objectClass=*)', 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)', 'tls' => 0, 'net_ldap_args' => [ version => 3 ], 'attr_match_list' => [ 'Name', 'EmailAddress', 'RealName' ], 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'RealName' => 'cn', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'streetAddress', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co' } } } ); 1; On 1/14/10 11:49 AM, "Ken Crocker" wrote: > LB, > > This would be REALLY help for me. I've been doing this one user at a > time whenever I get some frre time (which isn't ofetn). I'd love a copy > of your code. Thanks. > > Kenn > LBNL > > On 1/14/2010 10:34 AM, L B wrote: >> I'm going to think about it, but the problem I see it that email >> addresses might not be unique (I mean we can have two AD accounts with >> the same email address). >> >> I have already done a script to mass-rename email addresses to AD >> logins, because we use AD authentication for a long time and we wanted >> to make the users use their AD login instead of their email address. >> This script is not linked to the plugin, but I think it might be >> useful for some admins. I can upload it on the wiki or maybe it can be >> part of an "extras" directory in the plugin package. I have to cleanup >> my code and make it generic, but it does the job, I already applied it >> successfully on many RT instances. >> >> Don't you think >> http://www.zanfur.com/rt3-contrib/AutoCreateFromExternalUserInfo/CurrentUser_ >> Local.pm >> but using RT-Authen-ExternalAuth variables could do the on-the-fly job >> ? Maybe with some stuff to check duplicates etc... >> >> If you think it doesn't, can you or Mike point me into the good >> direction to (try to) develop it ? >> >> Thanks ! >> > _______________________________________________ > 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 -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Phone: (408) 240-1239 From falcone at bestpractical.com Thu Jan 14 15:20:07 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 14 Jan 2010 15:20:07 -0500 Subject: [rt-users] Recommended method for autocreating users with Active Directory and Authen-ExternalAuth In-Reply-To: References: <20100114181344.GB883@jibsheet.com> Message-ID: <20100114202007.GG883@jibsheet.com> On Thu, Jan 14, 2010 at 07:34:56PM +0100, L B wrote: > I'm going to think about it, but the problem I see it that email > addresses might not be unique (I mean we can have two AD accounts with > the same email address). Yep, this is one of the complications. You'd have to canonicalize it back to the user currently in RT based on username > I have already done a script to mass-rename email addresses to AD > logins, because we use AD authentication for a long time and we wanted > to make the users use their AD login instead of their email address. > This script is not linked to the plugin, but I think it might be > useful for some admins. I can upload it on the wiki or maybe it can be > part of an "extras" directory in the plugin package. I have to cleanup > my code and make it generic, but it does the job, I already applied it > successfully on many RT instances. > > Don't you think > http://www.zanfur.com/rt3-contrib/AutoCreateFromExternalUserInfo/CurrentUser_Local.pm > but using RT-Authen-ExternalAuth variables could do the on-the-fly job > ? Maybe with some stuff to check duplicates etc... I've not read this code enough to know how it would integrate with RT-Authen-ExternalAuth, and I'm not likely to have time to go digging through it anytime this month unfortunately :( -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Jan 14 15:29:16 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 14 Jan 2010 15:29:16 -0500 Subject: [rt-users] Recommended method for auto creating users with Active Directory and Authen-ExternalAuth In-Reply-To: References: <4B4F7557.8000304@lbl.gov> Message-ID: <20100114202916.GH883@jibsheet.com> On Thu, Jan 14, 2010 at 12:17:40PM -0800, Gary Greene wrote: > Why bother with that, when you just need to change the attribute you're > using for the account name. Here's a sanitized version of my > RT_SiteConfig.pm If this works for email creation of AD users, fantastic. I've heard many reports of it not working -kevin > # Any configuration directives you include here will override > # RT's default configuration file, RT_Config.pm > # > # To include a directive here, just copy the equivalent statement > # from RT_Config.pm and change the value. We've included a single > # sample value below. > # > # This file is actually a Perl module, so you can include valid > # Perl code, as well. > # > # The converse is also true, if this file isn't valid Perl, you're > # going to run into trouble. To check your SiteConfig file, use > # this command: > # > # perl -c /path/to/your/etc/RT_SiteConfig.pm > > Set($rtname, 'minervanetworks.com'); > Set($Organization, "minervanetworks.com"); > Set($Timezone, 'US/Pacific'); > Set($WebPath, "/rt3"); > Set($WebPort, 443); > Set($WebDomain, 'rt.minervanetworks.com'); > Set($WebBaseURL, 'https://' . RT->Config->Get('WebDomain') . ':' . > RT->Config->Get('WebPort')); > Set($WebURL, RT->Config->Get('WebBaseURL') . RT->Config->Get('WebPath') . > "/"); > Set($WebImagesURL, RT->Config->Get('WebPath') . "/NoAuth/images/"); > Set($WebImagesURL , $WebPath . "/images/"); # need this for below > Set($LogoURL, "https://rt.minervanetworks.com/Home_Logo.jpg"); > Set($LogoLinkURL, 'https://www.minervanetworks.com/'); > Set($LogoAltText, "Minerva Networks"); > Set($AutoLogoff, 30); > Set($EnableReminders,1); > Set($LogToSyslog, 'info'); > Set($LogDir, '/var/log'); > Set($LogToFileNamed, "rt.log"); > Set($LogToFile, 'info'); > Set($NotifyActor, 1); > Set($OwnerEmail , 'XXXXXXXX at minervanetworks.com'); > Set(@Plugins, qw(RT::Authen::ExternalAuth RT::FM)); > Set($LDAPHost, 'HOSTNAME.DOMAIN.TLD'); > Set($LDAPUser, 'cn=BINDUSER,dc=DOMAIN,dc=TLD'); > Set($LDAPPassword, 'PASSWORD'); > Set($LDAPBase, 'dc=minervanetworks,dc=com'); > Set($LDAPFilter, '(&(objectClass=user))'); > Set($LDAPMapping, { > 'Name' => 'sAMAccountName', > 'EmailAddress' => 'mail', > 'RealName' => 'cn', > 'ExternalAuthId' => 'sAMAccountName', > 'Gecos' => 'sAMAccountName', > 'WorkPhone' => 'telephoneNumber', > 'Address1' => 'streetAddress', > 'City' => 'l', > 'State' => 'st', > 'Zip' => 'postalCode', > 'Country' => 'co' > } > ); > Set($LDAPGroupName,'Employees'); > Set($LDAPUpdateUsers,1); > Set($ExternalAuthPriority, ['My_LDAP']); > Set($ExternalInfoPriority, ['My_LDAP']); > Set($ExternalServiceUsesSSLorTLS, 0); > Set($AutoCreateNonExternalUsers, 0); > Set( > $ExternalSettings, { > 'My_LDAP' => { > 'type' => 'ldap', > 'auth' => 1, > 'info' => 1, > 'server' => 'HOSTNAME.DOMAIN.TLD', > 'user' => 'cn=BINDUSER,dc=DOMAIN,dc=TLD', > 'pass' => 'PASSWORD', > 'base' => 'dc=DOMAIN,dc=TLD', > 'filter' => '(objectClass=*)', > 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)', > 'tls' => 0, > 'net_ldap_args' => [ version => 3 ], > 'attr_match_list' => [ 'Name', 'EmailAddress', 'RealName' ], > 'attr_map' => { > 'Name' => 'sAMAccountName', > 'EmailAddress' => 'mail', > 'RealName' => 'cn', > 'ExternalAuthId' => 'sAMAccountName', > 'Gecos' => 'sAMAccountName', > 'WorkPhone' => 'telephoneNumber', > 'Address1' => 'streetAddress', > 'City' => 'l', > 'State' => 'st', > 'Zip' => 'postalCode', > 'Country' => 'co' > } > } > } > ); > > 1; > > > > > On 1/14/10 11:49 AM, "Ken Crocker" wrote: > > > LB, > > > > This would be REALLY help for me. I've been doing this one user at a > > time whenever I get some frre time (which isn't ofetn). I'd love a copy > > of your code. Thanks. > > > > Kenn > > LBNL > > > > On 1/14/2010 10:34 AM, L B wrote: > >> I'm going to think about it, but the problem I see it that email > >> addresses might not be unique (I mean we can have two AD accounts with > >> the same email address). > >> > >> I have already done a script to mass-rename email addresses to AD > >> logins, because we use AD authentication for a long time and we wanted > >> to make the users use their AD login instead of their email address. > >> This script is not linked to the plugin, but I think it might be > >> useful for some admins. I can upload it on the wiki or maybe it can be > >> part of an "extras" directory in the plugin package. I have to cleanup > >> my code and make it generic, but it does the job, I already applied it > >> successfully on many RT instances. > >> > >> Don't you think > >> http://www.zanfur.com/rt3-contrib/AutoCreateFromExternalUserInfo/CurrentUser_ > >> Local.pm > >> but using RT-Authen-ExternalAuth variables could do the on-the-fly job > >> ? Maybe with some stuff to check duplicates etc... > >> > >> If you think it doesn't, can you or Mike point me into the good > >> direction to (try to) develop it ? > >> > >> Thanks ! > >> > > _______________________________________________ > > 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 > > -- > Gary L. Greene, Jr. > IT Operations > Minerva Networks, Inc. > Cell: (650) 704-6633 > Phone: (408) 240-1239 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 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 wpereira at pop-sp.rnp.br Thu Jan 14 15:36:44 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Thu, 14 Jan 2010 18:36:44 -0200 Subject: [rt-users] Unknown user from mail.log In-Reply-To: <20100114201645.GF883@jibsheet.com> References: <4B4F6BB3.7060703@pop-sp.rnp.br> <20100114201645.GF883@jibsheet.com> Message-ID: <4B4F805C.9000107@pop-sp.rnp.br> Kevin, I think I already did that. I created a file named .fetchmailrc on the same RT directory. Look: rtracker:/etc/request-tracker3.6# vim .fetchmailrc set daemon 60 poll imap.pop-sp.rnp.br proto imap username "rt" password "rt_pass" mda "/usr/bin/rt-mailgate --url https://rt.pop-sp.rnp.br/rt --queue general --action correspond" What do you guess about? -- 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 Kevin Falcone escreveu: > On Thu, Jan 14, 2010 at 05:08:35PM -0200, Wagner Pereira wrote: > >> Hi, guys. >> >> What the heck the following means? I retrieved it from /var/log/mail.log, on the same server where Request Tracker is installed. >> >> The thing is I want to create a ticket automatically when a new e-mail message arrives. I've installed fetchmail to retrieve e-mails messages from other server. >> >> Jan 14 16:00:02 rtracker postfix/local[7187]: F378524FBE: to=, orig_to=, relay=local, delay=0.02, delays=0/0.01/0/0.01, dsn=5.1.1, status=bounced (unknown user: "pop-sp-genesis") >> > > It looks like you need to tell fetchmail to deliver to rt-mailgate, > instead of the mail subsystem. The fetchmail wikipage has some > examples. > > -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 From falcone at bestpractical.com Thu Jan 14 15:40:51 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 14 Jan 2010 15:40:51 -0500 Subject: [rt-users] Unknown user from mail.log In-Reply-To: <4B4F805C.9000107@pop-sp.rnp.br> References: <4B4F6BB3.7060703@pop-sp.rnp.br> <20100114201645.GF883@jibsheet.com> <4B4F805C.9000107@pop-sp.rnp.br> Message-ID: <20100114204051.GI883@jibsheet.com> On Thu, Jan 14, 2010 at 06:36:44PM -0200, Wagner Pereira wrote: > Kevin, > > I think I already did that. I created a file named .fetchmailrc on the > same RT directory. Then you need to figure out how it got into postfix Check the fetchmail and RT logs -kevin > Look: > > rtracker:/etc/request-tracker3.6# vim .fetchmailrc > set daemon 60 > poll imap.pop-sp.rnp.br proto imap username "rt" password "rt_pass" mda > "/usr/bin/rt-mailgate --url https://rt.pop-sp.rnp.br/rt --queue general > --action correspond" > > What do you guess about? > > Kevin Falcone escreveu: > > On Thu, Jan 14, 2010 at 05:08:35PM -0200, Wagner Pereira wrote: > > > >> Hi, guys. > >> > >> What the heck the following means? I retrieved it from /var/log/mail.log, on the same server where Request Tracker is installed. > >> > >> The thing is I want to create a ticket automatically when a new e-mail message arrives. I've installed fetchmail to retrieve e-mails messages from other server. > >> > >> Jan 14 16:00:02 rtracker postfix/local[7187]: F378524FBE: to=, orig_to=, relay=local, delay=0.02, delays=0/0.01/0/0.01, dsn=5.1.1, status=bounced (unknown user: "pop-sp-genesis") > >> > > > > It looks like you need to tell fetchmail to deliver to rt-mailgate, > > instead of the mail subsystem. The fetchmail wikipage has some > > examples. > > > > -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 Thu Jan 14 15:45:38 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Thu, 14 Jan 2010 12:45:38 -0800 Subject: [rt-users] Description of new privileges Message-ID: <4B4F8272.8050000@lbl.gov> To List, Now that I'm playing with our new test installation of 3.8.7, I have some questions about the new privileges. For all questions, assume ALL Users are "Privileged": 1) When applying the "ForwardMessage" to a group of users, how is that different than using "Reply"? does it just forward the last messagge or all the history or what? Do they need "ReplytoTicket" and/or "Watch" or any other permissions to do this? 2) What's the difference between "CreateDashboard" and the other "CreateXXXDashboard" rights? 3) In fact, what are the interelationships between all the "Dashboard" rights in terms of needing one for the other? 4) What does "SubscribeDashboard" do and how does it relate to the other "Dashboard" rights? 5) If I do NOT apply "ShowApprovalsTab" to any Group of users, will it disappear from ALL screens except for a "SuprUser"? I may have more questions later, but info on these will help me a great deal right now. Thanks. Kenn LBNL From sartak at bestpractical.com Thu Jan 14 15:57:18 2010 From: sartak at bestpractical.com (Shawn M Moore) Date: Thu, 14 Jan 2010 15:57:18 -0500 Subject: [rt-users] Description of new privileges In-Reply-To: <4B4F8272.8050000@lbl.gov> References: <4B4F8272.8050000@lbl.gov> Message-ID: <4B4F852E.8030901@bestpractical.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On 1/14/10 3:45 PM, Ken Crocker wrote: > 2) What's the difference between "CreateDashboard" and the other > "CreateXXXDashboard" rights? CreateOwnDashboard, ModifyOwnDashboard, DeleteOwnDashboard, and SeeOwnDashboard lets the user operate on dashboards on a personal level. No one else can use these dashboards. CreateGroupDashboard, ModifyGroupDashboard, DeleteGroupDashboard, and SeeGroupDashboard are assigned to users on a group level. This lets the user operate on dashboards for that group. CreateDashboard, DeleteDashboard, ModifyDashboard, and SeeDashboard are assigned to users on a global level. This lets them operate on system-wide dashboards. In retrospect. these right names should have included the word System. > 3) In fact, what are the interelationships between all the "Dashboard" > rights in terms of needing one for the other? As far as I can remember, there are no hard-coded inter-relationships, except that you need to be able to see a dashboard to subscribe to it. Being able to see a dashboard will make modifying and deleting it easier, obviously. The Own/Group/System rights are completely distinct. > 4) What does "SubscribeDashboard" do and how does it relate to the other > "Dashboard" rights? Users can subscribe to dashboards to receive their results periodically via email. This is controlled in the "Subscription" tab of the given dashboard. This feature requires that you set up the rt-email-dashboards cronjob. > Kenn > LBNL Shawn -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.10 (Darwin) iEYEARECAAYFAktPhS4ACgkQsxfQtHhyRPqT/wCgnYn62/ZXbhv2jvgMvBJFPUhS Tx4AoJC9q4Tbfwnxf+ewa30AAf5MxGtn =79qW -----END PGP SIGNATURE----- From kfcrocker at lbl.gov Thu Jan 14 16:14:27 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Thu, 14 Jan 2010 13:14:27 -0800 Subject: [rt-users] Recommended method for auto creating users with Active Directory and Authen-ExternalAuth In-Reply-To: References: Message-ID: <4B4F8933.70305@lbl.gov> Gary, Thanks. I'll look that over. We use LDAP as well, so this might make it all easier. Thanks. Kenn LBNL On 1/14/2010 12:17 PM, Gary Greene wrote: > Why bother with that, when you just need to change the attribute you're > using for the account name. Here's a sanitized version of my > RT_SiteConfig.pm > > # Any configuration directives you include here will override > # RT's default configuration file, RT_Config.pm > # > # To include a directive here, just copy the equivalent statement > # from RT_Config.pm and change the value. We've included a single > # sample value below. > # > # This file is actually a Perl module, so you can include valid > # Perl code, as well. > # > # The converse is also true, if this file isn't valid Perl, you're > # going to run into trouble. To check your SiteConfig file, use > # this command: > # > # perl -c /path/to/your/etc/RT_SiteConfig.pm > > Set($rtname, 'minervanetworks.com'); > Set($Organization, "minervanetworks.com"); > Set($Timezone, 'US/Pacific'); > Set($WebPath, "/rt3"); > Set($WebPort, 443); > Set($WebDomain, 'rt.minervanetworks.com'); > Set($WebBaseURL, 'https://' . RT->Config->Get('WebDomain') . ':' . > RT->Config->Get('WebPort')); > Set($WebURL, RT->Config->Get('WebBaseURL') . RT->Config->Get('WebPath') . > "/"); > Set($WebImagesURL, RT->Config->Get('WebPath') . "/NoAuth/images/"); > Set($WebImagesURL , $WebPath . "/images/"); # need this for below > Set($LogoURL, "https://rt.minervanetworks.com/Home_Logo.jpg"); > Set($LogoLinkURL, 'https://www.minervanetworks.com/'); > Set($LogoAltText, "Minerva Networks"); > Set($AutoLogoff, 30); > Set($EnableReminders,1); > Set($LogToSyslog, 'info'); > Set($LogDir, '/var/log'); > Set($LogToFileNamed, "rt.log"); > Set($LogToFile, 'info'); > Set($NotifyActor, 1); > Set($OwnerEmail , 'XXXXXXXX at minervanetworks.com'); > Set(@Plugins, qw(RT::Authen::ExternalAuth RT::FM)); > Set($LDAPHost, 'HOSTNAME.DOMAIN.TLD'); > Set($LDAPUser, 'cn=BINDUSER,dc=DOMAIN,dc=TLD'); > Set($LDAPPassword, 'PASSWORD'); > Set($LDAPBase, 'dc=minervanetworks,dc=com'); > Set($LDAPFilter, '(&(objectClass=user))'); > Set($LDAPMapping, { > 'Name' => 'sAMAccountName', > 'EmailAddress' => 'mail', > 'RealName' => 'cn', > 'ExternalAuthId' => 'sAMAccountName', > 'Gecos' => 'sAMAccountName', > 'WorkPhone' => 'telephoneNumber', > 'Address1' => 'streetAddress', > 'City' => 'l', > 'State' => 'st', > 'Zip' => 'postalCode', > 'Country' => 'co' > } > ); > Set($LDAPGroupName,'Employees'); > Set($LDAPUpdateUsers,1); > Set($ExternalAuthPriority, ['My_LDAP']); > Set($ExternalInfoPriority, ['My_LDAP']); > Set($ExternalServiceUsesSSLorTLS, 0); > Set($AutoCreateNonExternalUsers, 0); > Set( > $ExternalSettings, { > 'My_LDAP' => { > 'type' => 'ldap', > 'auth' => 1, > 'info' => 1, > 'server' => 'HOSTNAME.DOMAIN.TLD', > 'user' => 'cn=BINDUSER,dc=DOMAIN,dc=TLD', > 'pass' => 'PASSWORD', > 'base' => 'dc=DOMAIN,dc=TLD', > 'filter' => '(objectClass=*)', > 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)', > 'tls' => 0, > 'net_ldap_args' => [ version => 3 ], > 'attr_match_list' => [ 'Name', 'EmailAddress', 'RealName' ], > 'attr_map' => { > 'Name' => 'sAMAccountName', > 'EmailAddress' => 'mail', > 'RealName' => 'cn', > 'ExternalAuthId' => 'sAMAccountName', > 'Gecos' => 'sAMAccountName', > 'WorkPhone' => 'telephoneNumber', > 'Address1' => 'streetAddress', > 'City' => 'l', > 'State' => 'st', > 'Zip' => 'postalCode', > 'Country' => 'co' > } > } > } > ); > > 1; > > > > > On 1/14/10 11:49 AM, "Ken Crocker" wrote: > > >> LB, >> >> This would be REALLY help for me. I've been doing this one user at a >> time whenever I get some frre time (which isn't ofetn). I'd love a copy >> of your code. Thanks. >> >> Kenn >> LBNL >> >> On 1/14/2010 10:34 AM, L B wrote: >> >>> I'm going to think about it, but the problem I see it that email >>> addresses might not be unique (I mean we can have two AD accounts with >>> the same email address). >>> >>> I have already done a script to mass-rename email addresses to AD >>> logins, because we use AD authentication for a long time and we wanted >>> to make the users use their AD login instead of their email address. >>> This script is not linked to the plugin, but I think it might be >>> useful for some admins. I can upload it on the wiki or maybe it can be >>> part of an "extras" directory in the plugin package. I have to cleanup >>> my code and make it generic, but it does the job, I already applied it >>> successfully on many RT instances. >>> >>> Don't you think >>> http://www.zanfur.com/rt3-contrib/AutoCreateFromExternalUserInfo/CurrentUser_ >>> Local.pm >>> but using RT-Authen-ExternalAuth variables could do the on-the-fly job >>> ? Maybe with some stuff to check duplicates etc... >>> >>> If you think it doesn't, can you or Mike point me into the good >>> direction to (try to) develop it ? >>> >>> Thanks ! >>> >>> >> _______________________________________________ >> 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 ggreene at minervanetworks.com Thu Jan 14 16:20:39 2010 From: ggreene at minervanetworks.com (Gary Greene) Date: Thu, 14 Jan 2010 13:20:39 -0800 Subject: [rt-users] How to add custom reports? Message-ID: My boss wants to create a few customized reports in RT. How would I go about adding more reports than the current default three reports built into 3.8.1? -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Phone: (408) 240-1239 From kfcrocker at lbl.gov Thu Jan 14 16:23:01 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Thu, 14 Jan 2010 13:23:01 -0800 Subject: [rt-users] Description of new privileges In-Reply-To: <4B4F852E.8030901@bestpractical.com> References: <4B4F8272.8050000@lbl.gov> <4B4F852E.8030901@bestpractical.com> Message-ID: <4B4F8B35.7080309@lbl.gov> Shawn, Thanks. We don't run any cron jobs, so I'll have to take a look at that process. I'm not very familiar with Dashboards anyway, but from what I've seen, it looks like a method to set up a query to run via the browser within a session based on some parameters (date/time?). I'm assuming one can set up recipients for that dashboard/query as well. If so, would those recipients need to have "Subscribe" in order to get the results via web? Kenn LBNL On 1/14/2010 12:57 PM, Shawn M Moore wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > On 1/14/10 3:45 PM, Ken Crocker wrote: > >> 2) What's the difference between "CreateDashboard" and the other >> "CreateXXXDashboard" rights? >> > > CreateOwnDashboard, ModifyOwnDashboard, DeleteOwnDashboard, and > SeeOwnDashboard lets the user operate on dashboards on a personal level. > No one else can use these dashboards. > > CreateGroupDashboard, ModifyGroupDashboard, DeleteGroupDashboard, and > SeeGroupDashboard are assigned to users on a group level. This lets the > user operate on dashboards for that group. > > CreateDashboard, DeleteDashboard, ModifyDashboard, and SeeDashboard are > assigned to users on a global level. This lets them operate on > system-wide dashboards. In retrospect. these right names should have > included the word System. > > >> 3) In fact, what are the interelationships between all the "Dashboard" >> rights in terms of needing one for the other? >> > > As far as I can remember, there are no hard-coded inter-relationships, > except that you need to be able to see a dashboard to subscribe to it. > Being able to see a dashboard will make modifying and deleting it > easier, obviously. > > The Own/Group/System rights are completely distinct. > > >> 4) What does "SubscribeDashboard" do and how does it relate to the other >> "Dashboard" rights? >> > > Users can subscribe to dashboards to receive their results periodically > via email. This is controlled in the "Subscription" tab of the given > dashboard. > > This feature requires that you set up the rt-email-dashboards cronjob. > > >> Kenn >> LBNL >> > > Shawn > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.10 (Darwin) > > iEYEARECAAYFAktPhS4ACgkQsxfQtHhyRPqT/wCgnYn62/ZXbhv2jvgMvBJFPUhS > Tx4AoJC9q4Tbfwnxf+ewa30AAf5MxGtn > =79qW > -----END PGP SIGNATURE----- > _______________________________________________ > 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 sartak at bestpractical.com Thu Jan 14 16:27:47 2010 From: sartak at bestpractical.com (Shawn M Moore) Date: Thu, 14 Jan 2010 16:27:47 -0500 Subject: [rt-users] Description of new privileges In-Reply-To: <4B4F8B35.7080309@lbl.gov> References: <4B4F8272.8050000@lbl.gov> <4B4F852E.8030901@bestpractical.com> <4B4F8B35.7080309@lbl.gov> Message-ID: <4B4F8C53.6020500@bestpractical.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On 1/14/10 4:23 PM, Ken Crocker wrote: > Shawn, > > Thanks. We don't run any cron jobs, so I'll have to take a look at that > process. I'm not very familiar with Dashboards anyway, but from what > I've seen, it looks like a method to set up a query to run via the > browser within a session based on some parameters (date/time?). I'm > assuming one can set up recipients for that dashboard/query as well. If > so, would those recipients need to have "Subscribe" in order to get the > results via web? Not quite. We have documentation about dashboards at: http://blog.bestpractical.com/2009/02/rt-38-tutorial-dashboards.html http://wiki.bestpractical.com/view/ManualDashboards If you still have questions after reading these, I'd be happy to answer them. > Kenn > LBNL Shawn -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.10 (Darwin) iEYEARECAAYFAktPjFIACgkQsxfQtHhyRPrR4QCdHBmJjdnXZBVshKzT1zS9EUBV /gsAn3UMIEc7/8oLWttME7/NXpGMIlyh =C3o0 -----END PGP SIGNATURE----- From jake at elsif.net Thu Jan 14 16:30:52 2010 From: jake at elsif.net (elsif) Date: Thu, 14 Jan 2010 16:30:52 -0500 (EST) Subject: [rt-users] How to add custom reports? In-Reply-To: References: Message-ID: <20100114162959.X31048@disintegration.elsif.net> "rtstats" add-on. On Thu, 14 Jan 2010, Gary Greene wrote: > My boss wants to create a few customized reports in RT. How would I go about > adding more reports than the current default three reports built into 3.8.1? > > -- > Gary L. Greene, Jr. > IT Operations > Minerva Networks, Inc. > Cell: (650) 704-6633 > Phone: (408) 240-1239 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > 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 ggreene at minervanetworks.com Thu Jan 14 16:59:07 2010 From: ggreene at minervanetworks.com (Gary Greene) Date: Thu, 14 Jan 2010 13:59:07 -0800 Subject: [rt-users] How to add custom reports? In-Reply-To: <20100114162959.X31048@disintegration.elsif.net> Message-ID: Is this from the RTx::Statistics extension? If not, can you point me to the URL for this add on? On 1/14/10 1:30 PM, "elsif" wrote: > "rtstats" add-on. > > On Thu, 14 Jan 2010, Gary Greene wrote: > >> My boss wants to create a few customized reports in RT. How would I go about >> adding more reports than the current default three reports built into 3.8.1? >> >> -- >> Gary L. Greene, Jr. >> IT Operations >> Minerva Networks, Inc. >> Cell: (650) 704-6633 >> Phone: (408) 240-1239 >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> 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 -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Phone: (408) 240-1239 From tjrc at sanger.ac.uk Thu Jan 14 18:13:57 2010 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Thu, 14 Jan 2010 23:13:57 +0000 Subject: [rt-users] RT-Users Digest, Vol 70, Issue 29 In-Reply-To: References: Message-ID: On 14 Jan 2010, at 7:06 pm, rt-users-request at lists.bestpractical.com wrote: > Unless you're authenticating against a custom mysql database, there is > no need to tell RT::Authen::ExternalAuth about RT's internal database > tables. > > It sounds like you want to tell RT::Authen::ExternalAuth to only use > your LDAP configuration. > > RT will fall back to internal auth if RT::Authen::ExternalAuth fails > to authenticate you against LDAP Although you want to be careful about that; we got bitten by it. For some reason, it several very old accounts in our RT database had a default password set in the MySQL database, and people found that if they could still use that password and get in. I personally think that's a bug in the code, and I've changed it in our installation to the following logic, which makes more sense to me: 1) If the account exists in the external source, then check authentication against that source, and let the user in if appropriate. 2) If the user provides the wrong password to the external account, immediately reject the login 3) If the user does not exist within the external source, only then fall back to internal authentication. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. From prozaconstilts at gmail.com Thu Jan 14 19:16:24 2010 From: prozaconstilts at gmail.com (Adam Allred) Date: Thu, 14 Jan 2010 19:16:24 -0500 Subject: [rt-users] custom scrip action to set ticket status and autoreply to requestors Message-ID: <38bd4d621001141616k53241f9cp210711d491275e8c@mail.gmail.com> Hello, I would like to build a scrip that on condition "repoen", autoreplies to the requestor, and changes the status of the ticket back to its former status. Is there a way to do this? I think I've located a way to set the status back, but how can I perform an autoreply using the template specified? Thanks, Adam From ruz at bestpractical.com Thu Jan 14 21:43:31 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 15 Jan 2010 05:43:31 +0300 Subject: [rt-users] [ANNOUNCE] RT open meeting next Tuesday 19 Jan 2010 in Moscow, Russia Message-ID: <589c94401001141843v7f62762dg60b848e101728aa7@mail.gmail.com> Hello, RT users and especially those who speak russian. ? ????????? ??????? (19 ??????) ? ?????? ??????? ???????? ??????? ? ??????????????. ??????????? ????? ????????? ?? ????? http://request-tracker.ru [1]. [1] http://request-tracker.ru/node/489, http://request-tracker.ru/node/483 -- Best regards, Ruslan. From ruz at bestpractical.com Thu Jan 14 22:19:11 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 15 Jan 2010 06:19:11 +0300 Subject: [rt-users] [ANNOUNCE] RT open meeting next Tuesday 19 Jan 2010 in Moscow, Russia In-Reply-To: <589c94401001141843v7f62762dg60b848e101728aa7@mail.gmail.com> References: <589c94401001141843v7f62762dg60b848e101728aa7@mail.gmail.com> Message-ID: <589c94401001141919x44050a48u53be92d75c44cb73@mail.gmail.com> Hello again, Now for those who doesn't speak and/or read Russian, but is in Moscow on Tue, 19 Jan 2010. Sure, we're happy to see you on the meeting. Can not promise slides and talk in english, but I will do my best to answer you questions about RT or other bps' products. Details: Date: Tue, 19 Jan 2010 Time: 19:00-21:30 then open social part at some pub if people would like to Place: Pokrovskii boulevard 11, main entrance, that one from the blvd. (number 2 on the map) Map: http://maps.yandex.ru/?um=yr2HQHYjM_BqDQKmrN_iU0Ajsxfyvthp&l=map Auditorium: ?-505, on 5th floor, take lifts or staris right next to the entrance WARNING: Security regulations at the building require us to prepare list of guests and you have to show them some ID (international passport or driver license). Send me your full name beforehead, so I can include you into the list. See you on tuesday :) 2010/1/15 Ruslan Zakirov : > Hello, RT users and especially those who speak russian. > > ? ????????? ??????? (19 ??????) ? ?????? ??????? ???????? ??????? ? > ??????????????. ??????????? ????? ????????? ?? ????? > http://request-tracker.ru [1]. > > [1] http://request-tracker.ru/node/489, http://request-tracker.ru/node/483 > > > -- > Best regards, Ruslan. > -- Best regards, Ruslan. From bertignac at gmail.com Fri Jan 15 01:08:10 2010 From: bertignac at gmail.com (L B) Date: Fri, 15 Jan 2010 07:08:10 +0100 Subject: [rt-users] Recommended method for auto creating users with Active Directory and Authen-ExternalAuth In-Reply-To: <4B4F8933.70305@lbl.gov> References: <4B4F8933.70305@lbl.gov> Message-ID: I'll try Ken's tip and let you know the results. I'll also reply to this this thread with my script (probably end of) next week once it's cleaned up. -- LB On Thu, Jan 14, 2010 at 10:14 PM, Ken Crocker wrote: > Gary, > > Thanks. I'll look that over. We use LDAP as well, so this might make it all > easier. Thanks. > > Kenn > LBNL > > On 1/14/2010 12:17 PM, Gary Greene wrote: > > Why bother with that, when you just need to change the attribute you're > using for the account name. Here's a sanitized version of my > RT_SiteConfig.pm > > # Any configuration directives you include here will override > # RT's default configuration file, RT_Config.pm > # > # To include a directive here, just copy the equivalent statement > # from RT_Config.pm and change the value. We've included a single > # sample value below. > # > # This file is actually a Perl module, so you can include valid > # Perl code, as well. > # > # The converse is also true, if this file isn't valid Perl, you're > # going to run into trouble. To check your SiteConfig file, use > # this command: > # > # perl -c /path/to/your/etc/RT_SiteConfig.pm > > Set($rtname, 'minervanetworks.com'); > Set($Organization, "minervanetworks.com"); > Set($Timezone, 'US/Pacific'); > Set($WebPath, "/rt3"); > Set($WebPort, 443); > Set($WebDomain, 'rt.minervanetworks.com'); > Set($WebBaseURL, 'https://' . RT->Config->Get('WebDomain') . ':' . > RT->Config->Get('WebPort')); > Set($WebURL, RT->Config->Get('WebBaseURL') . RT->Config->Get('WebPath') . > "/"); > Set($WebImagesURL, RT->Config->Get('WebPath') . "/NoAuth/images/"); > Set($WebImagesURL , $WebPath . "/images/"); # need this for below > Set($LogoURL, "https://rt.minervanetworks.com/Home_Logo.jpg"); > Set($LogoLinkURL, 'https://www.minervanetworks.com/'); > Set($LogoAltText, "Minerva Networks"); > Set($AutoLogoff, 30); > Set($EnableReminders,1); > Set($LogToSyslog, 'info'); > Set($LogDir, '/var/log'); > Set($LogToFileNamed, "rt.log"); > Set($LogToFile, 'info'); > Set($NotifyActor, 1); > Set($OwnerEmail , 'XXXXXXXX at minervanetworks.com'); > Set(@Plugins, qw(RT::Authen::ExternalAuth RT::FM)); > Set($LDAPHost, 'HOSTNAME.DOMAIN.TLD'); > Set($LDAPUser, 'cn=BINDUSER,dc=DOMAIN,dc=TLD'); > Set($LDAPPassword, 'PASSWORD'); > Set($LDAPBase, 'dc=minervanetworks,dc=com'); > Set($LDAPFilter, '(&(objectClass=user))'); > Set($LDAPMapping, { > 'Name' => 'sAMAccountName', > 'EmailAddress' => 'mail', > 'RealName' => 'cn', > 'ExternalAuthId' => 'sAMAccountName', > 'Gecos' => 'sAMAccountName', > 'WorkPhone' => 'telephoneNumber', > 'Address1' => 'streetAddress', > 'City' => 'l', > 'State' => 'st', > 'Zip' => 'postalCode', > 'Country' => 'co' > } > ); > Set($LDAPGroupName,'Employees'); > Set($LDAPUpdateUsers,1); > Set($ExternalAuthPriority, ['My_LDAP']); > Set($ExternalInfoPriority, ['My_LDAP']); > Set($ExternalServiceUsesSSLorTLS, 0); > Set($AutoCreateNonExternalUsers, 0); > Set( > $ExternalSettings, { > 'My_LDAP' => { > 'type' => 'ldap', > 'auth' => 1, > 'info' => 1, > 'server' => 'HOSTNAME.DOMAIN.TLD', > 'user' => 'cn=BINDUSER,dc=DOMAIN,dc=TLD', > 'pass' => 'PASSWORD', > 'base' => 'dc=DOMAIN,dc=TLD', > 'filter' => '(objectClass=*)', > 'd_filter' => '(userAccountControl:1.2.840.113556.1.4.803:=2)', > 'tls' => 0, > 'net_ldap_args' => [ version => 3 ], > 'attr_match_list' => [ 'Name', 'EmailAddress', 'RealName' ], > 'attr_map' => { > 'Name' => 'sAMAccountName', > 'EmailAddress' => 'mail', > 'RealName' => 'cn', > 'ExternalAuthId' => 'sAMAccountName', > 'Gecos' => 'sAMAccountName', > 'WorkPhone' => 'telephoneNumber', > 'Address1' => 'streetAddress', > 'City' => 'l', > 'State' => 'st', > 'Zip' => 'postalCode', > 'Country' => 'co' > } > } > } > ); > > 1; > > > > > On 1/14/10 11:49 AM, "Ken Crocker" wrote: > > > > LB, > > This would be REALLY help for me. I've been doing this one user at a > time whenever I get some frre time (which isn't ofetn). I'd love a copy > of your code. Thanks. > > Kenn > LBNL > > On 1/14/2010 10:34 AM, L B wrote: > > > I'm going to think about it, but the problem I see it that email > addresses might not be unique (I mean we can have two AD accounts with > the same email address). > > I have already done a script to mass-rename email addresses to AD > logins, because we use AD authentication for a long time and we wanted > to make the users use their AD login instead of their email address. > This script is not linked to the plugin, but I think it might be > useful for some admins. I can upload it on the wiki or maybe it can be > part of an "extras" directory in the plugin package. I have to cleanup > my code and make it generic, but it does the job, I already applied it > successfully on many RT instances. > > Don't you think > http://www.zanfur.com/rt3-contrib/AutoCreateFromExternalUserInfo/CurrentUser_ > Local.pm > but using RT-Authen-ExternalAuth variables could do the on-the-fly job > ? Maybe with some stuff to check duplicates etc... > > If you think it doesn't, can you or Mike point me into the good > direction to (try to) develop it ? > > Thanks ! > > > > _______________________________________________ > 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 > > > -- L.B. From abalashov at evaristesys.com Fri Jan 15 02:27:39 2010 From: abalashov at evaristesys.com (Alex Balashov) Date: Fri, 15 Jan 2010 02:27:39 -0500 Subject: [rt-users] To/From header presentation on correspondence In-Reply-To: <4B501750.9040802@evaristesys.com> References: <4B501750.9040802@evaristesys.com> Message-ID: <4B5018EB.4060908@evaristesys.com> On 01/15/2010 02:20 AM, Alex Balashov wrote: > 2. I really wish that the "From" header on correspondence received from > the customer into the ticket and copied to AdminCcs and the ticket owner > via e-mail notifications would contain not only their sending display > name, but also their real sending email address. Instead, it is replaced > by the CorrespondAddress, whether the default or overridden one. By the way, I did consider using a variant of this approach: http://wiki.bestpractical.com/view/UseActorAsSender Except, instead of $Ticket->QueueObj->CorrespondAddress, I would just pull out $Transaction->CreatorObj->EmailAddress. The problem is that then this happens on all correspondence, not only from the customer into RT (correct), but also seemingly on outgoing correspondence (RT to customer) as well, which would be patently wrong. That is, unless I am misunderstanding the contextual nature of $Transaction... -- Alex Balashov - Principal Evariste Systems Web : http://www.evaristesys.com/ Tel : (+1) (678) 954-0670 Direct : (+1) (678) 954-0671 From abalashov at evaristesys.com Fri Jan 15 02:20:48 2010 From: abalashov at evaristesys.com (Alex Balashov) Date: Fri, 15 Jan 2010 02:20:48 -0500 Subject: [rt-users] To/From header presentation on correspondence Message-ID: <4B501750.9040802@evaristesys.com> Greetings, I apologise if this has been asked a lot already, but I couldn't find anything pertinent in the archives. The obligatory newbie apologia is definitely in order. I am rather perplexed as to what scrip and template strategies I can adopt to "normalise" the flow of e-mail associated with tickes, from a user perspective. I am assuming that both sequential (subsequent to the e-mail that initially opens the ticket) messages sent by the customer (requestors/watchers) to RT in connection with a ticket, and messages sent from the ticket (via Reply) to the requestors/watchers are to be treated as "correspondence" rather than comments. That leaves me with a few annoying issues arising principally from the fact that the template system doesn't provide a straightforward way (that I know of) to determine the direction of the message - inbound to the system, or outbound from it. The problems specifically are: 1. All subsequent replies from the ticket to the customer contain the same subject tag and subject, irrespectively of their being replies. The only way I can think of to solve this problem is by crafting some Perl for the Subject header in the template that regexes out what would otherwise become growing chains of "Re:"'s, but I wonder if there is a cleaner way to do it. I assume it's a problem that's already been solved by many others. 2. I really wish that the "From" header on correspondence received from the customer into the ticket and copied to AdminCcs and the ticket owner via e-mail notifications would contain not only their sending display name, but also their real sending email address. Instead, it is replaced by the CorrespondAddress, whether the default or overridden one. 3. Is there some way to disable that aspect of "correspondence" in which the sending customer gets a copy of their own message back each time? It shows that it's "From" them but has our support address as a source address, and just confuses matters. I don't want to treat these incoming messages as "comments" in rt-mailgate, and that wouldn't solve #2 anyway. Thanks in advance! -- Alex -- Alex Balashov - Principal Evariste Systems Web : http://www.evaristesys.com/ Tel : (+1) (678) 954-0670 Direct : (+1) (678) 954-0671 From rfh at vialtus.com Fri Jan 15 04:56:38 2010 From: rfh at vialtus.com (Raed El-Hames) Date: Fri, 15 Jan 2010 09:56:38 +0000 Subject: [rt-users] Unknown user from mail.log In-Reply-To: <4B4F805C.9000107@pop-sp.rnp.br> References: <4B4F6BB3.7060703@pop-sp.rnp.br> <20100114201645.GF883@jibsheet.com> <4B4F805C.9000107@pop-sp.rnp.br> Message-ID: <4B503BD6.9010301@vialtus.com> And now I strongly recommend you go and change the user name and password you sent to a mailing list. Roy Wagner Pereira wrote: > Kevin, > > I think I already did that. I created a file named .fetchmailrc on the > same RT directory. > > Look: > > rtracker:/etc/request-tracker3.6# vim .fetchmailrc > set daemon 60 > poll imap.pop-sp.rnp.br proto imap username "rt" password "rt_pass" mda > "/usr/bin/rt-mailgate --url https://rt.pop-sp.rnp.br/rt --queue general > --action correspond" > > What do you guess about? > > From gentgeen at wikiak.org Fri Jan 15 16:19:53 2010 From: gentgeen at wikiak.org (Kevin Squire) Date: Fri, 15 Jan 2010 16:19:53 -0500 Subject: [rt-users] Resolve from email when ticket is stalled Message-ID: <20100115161953.18343f17@longshot.localdomain> I have put together a scrip that resolves ticket when body contains the "key words" thanks to prior help from the list (http://www.gossamer-threads.com/lists/rt/users/89976?#89976) I have found a problem that I did not anticipate, and can not figure out how to solve. The scrip works as expected, as long as the ticket is open or new. If the ticket is stalled (or pending, we use both) then it appears as though the Global "On Correspond Open Tickets" is firing off AFTER my "Resolve by Email" noted in the earlier thread. So the end result is the ticket is Resolved, and then Opened all with the same correspondence. I can not figure out how to overcome this problem. Hoping someone on the list has some ideas for me. -- http://www.wikiak.org ############################################################# Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company. - George Washington, Rules of Civility From jpierce at cambridgeenergyalliance.org Fri Jan 15 16:38:03 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 15 Jan 2010 16:38:03 -0500 Subject: [rt-users] Resolve from email when ticket is stalled In-Reply-To: <20100115161953.18343f17@longshot.localdomain> References: <20100115161953.18343f17@longshot.localdomain> Message-ID: My guess would be that you need to look at TransactionBatch -- Cambridge Energy Alliance: Save money. Save the planet. From rkeidel at gmail.com Fri Jan 15 19:53:11 2010 From: rkeidel at gmail.com (Robert Keidel) Date: Fri, 15 Jan 2010 16:53:11 -0800 Subject: [rt-users] Parent/child ticket scenario Message-ID: <91c16bf1001151653k104d14d9o9c436eb59e608c51@mail.gmail.com> I have a request here in my company and I am not sure if that possible at all. Is there a way to block the "resolved" status in a parent ticket as long the child tickets are not resolved? I am running RT 3.8.4 on Ubuntu 8.04. If you need more information feel free to ask. Robert Keidel IT Iris International Chatsworth, CA 91311 -------------- next part -------------- An HTML attachment was scrubbed... URL: From lem at itverx.com.ve Fri Jan 15 20:36:36 2010 From: lem at itverx.com.ve (Luis E. =?ISO-8859-1?Q?Mu=F1oz?=) Date: Fri, 15 Jan 2010 21:06:36 -0430 Subject: [rt-users] Multi-level ticket classification Message-ID: <1263605796.6075.79.camel@maclem-ether.ius.cc> Hi there, A customer requested to have a "multi-level" ticket classification. Issues would be assigned an "activity type" through a custom field. Then, a second custom field would need to be set, whose values depend on the first. Think of: NetworkFailure --> (Layer2, Layer3, ...) AppFailure --> (LockUp, WrongOutput, ...) The left hand side would be a category (first level of classification) and the right hand side would be a sub-category (second level of classification). This means you could have a ticket with Category=NetworkFailure and SubCategory=Layer3 but you could never have a ticket with Category=NetworkFailure and SubCategory=WrongOutput. Ideally, we want to model this using custom fields. At the start, a Category CF would be displayed, with all the possible values. Upon selection of a specific category, a SubCategory CF would be populated with only the values that make sense for the selected category. I checked the wiki but failed to find something resembling this case. I'm thinking about implementing the following: * Two CFs with the union of the possible values for each * A custom action that will reject tickets with invalid combinations of CFs or at least, prevents ticket creation * JavaScript Fu to really populate the values of the second CF based on the selection on the first one Does anybody have any suggestion? Best regards and thanks in advance. -lem From jpierce at cambridgeenergyalliance.org Sat Jan 16 01:45:19 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Sat, 16 Jan 2010 01:45:19 -0500 Subject: [rt-users] Parent/child ticket scenario In-Reply-To: <91c16bf1001151653k104d14d9o9c436eb59e608c51@mail.gmail.com> References: <91c16bf1001151653k104d14d9o9c436eb59e608c51@mail.gmail.com> Message-ID: > I have a request here in my company and I am not sure if that possible at > all. Is there a way to block the "resolved" status in a parent ticket as > long the child tickets are not resolved? You want DependsOn/DependedOnBy, not the softer Parent/Child. From steve at flatmail.co.uk Sun Jan 17 10:30:03 2010 From: steve at flatmail.co.uk (Stephen Barry) Date: Sun, 17 Jan 2010 15:30:03 +0000 Subject: [rt-users] Predefined search My Tickets not found Message-ID: <397644E00E866B4988F8B30725D78B1F066EC0@ln5-ex-01.support.sensical.net> I was trying to edit the default 10 highest priority tickets I own and clearly I did something bad, and now all my users get this: Predefined search My Tickets not found I have no idea how these searches work and I cannot work out how to get it back. They do not seem to be in the database.. Please can someone advise me how to fix. Thanks Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From steve at flatmail.co.uk Sun Jan 17 11:23:00 2010 From: steve at flatmail.co.uk (Stephen Barry) Date: Sun, 17 Jan 2010 16:23:00 +0000 Subject: [rt-users] Predefined search My Tickets not found In-Reply-To: <397644E00E866B4988F8B30725D78B1F066EC0@ln5-ex-01.support.sensical.net> References: <397644E00E866B4988F8B30725D78B1F066EC0@ln5-ex-01.support.sensical.net> Message-ID: <397644E00E866B4988F8B30725D78B1F066EDC@ln5-ex-01.support.sensical.net> Sorted - http://wiki.bestpractical.com/view/RepairSearches From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Stephen Barry Sent: 17 January 2010 15:30 To: rt-users at bestpractical.com Subject: [rt-users] Predefined search My Tickets not found I was trying to edit the default 10 highest priority tickets I own and clearly I did something bad, and now all my users get this: Predefined search My Tickets not found I have no idea how these searches work and I cannot work out how to get it back. They do not seem to be in the database.. Please can someone advise me how to fix. Thanks Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron at guise.net.nz Sun Jan 17 19:30:22 2010 From: aaron at guise.net.nz (Aaron Guise) Date: Mon, 18 Jan 2010 13:30:22 +1300 Subject: [rt-users] Scrip Help? Message-ID: Hi All, I have a scrip setup as below; Condition: OnComment Action: User Defined Template: Global Blank Stage: Transaction Create Custom Condition: Custom Action Preparation Code: return 1; Custom Action Cleanup Code: my $string = $self->TransactionObj->Content; $string =~ m/Status changed from ([A-Za-z]{3}) to ([A-Za-z]{3})/; my $old = $1; my $new = $2; my $ticket = $self->TicketObj; my $cf_obj = RT::CustomField->new($RT::SystemUser); my $cf_name = "CustomStatus"; my $cf_value; $cf_value = $new; $cf_obj->LoadByName(Name=>$cf_name); $RT::Logger->debug("Loaded\$cf_obj->Name = ". $cf_obj->Name() ."\n"); $ticket->AddCustomFieldValue(Field=>$cf_obj, Value=>$cf_value, RecordTransaction=>1); return 1; However the damn thing never seems to fire off, I have tested the regexp directly in perl and it works. I am pretty sure also that it used to work but for some reason no longer does. Essentially we have rules on our mail clients which forward mail back to RT from our outsourced Service provider, the content looks like this when they change a status. Subject: SR129018, CustRef: 54795, QUE atus. This is an automatically generated email from Aaron Guise using Gentrack SR System. SR129018, CustRef: 54795 Status changed from WAI to QUE Think before you Print - By making good use of resources at work we can encourage sustainability and manage our impact. Change Tomorrow by Changing Thinking Today Disclaimer: The information contained in this email may be confidential. If you are not the intended recipient, you must not disclose or use the information in this email or any attachment in any way. If you received it in error, please tell us immediately by return email, and delete the document. Genesis Power Limited, trading as Genesis Energy, does not accept any responsibility for viruses or anything similar in this email or any attachments. We also do not guarantee the integrity of any emails or attached files or accept any responsibility for any changes made to them by any other person. Does anyone have any ideas why this may not be triggering. I may be just losing sight of a simple thing I feel, but it is now driving me a little nuts. * Regards,* *Aaron Guise 07 838 7793 027 212 6638 aaron at guise.net.nz * MSN: guisea at hotmail.com [image: Facebook] -------------- next part -------------- An HTML attachment was scrubbed... URL: From matt.adams at cypressinteractive.com Sun Jan 17 22:17:25 2010 From: matt.adams at cypressinteractive.com (Matt Adams) Date: Sun, 17 Jan 2010 20:17:25 -0700 Subject: [rt-users] Customizing template content for privileged users Message-ID: <4B53D2C5.2070803@cypressinteractive.com> Folks: Does anyone know if it is possible to customize email template content based on the rights of the person being sent the email. For example, if the requestor is also a privileged user I'd like to be able to do something like this in the template: if (user_is_privileged) { include_special_content; } Rather than setting up a new template entirely. Is this possible or am I barking up the wrong tree? Thanks in advance, Matt -- Matt Adams Development & Network Services, Cypress Interactive http://cypressinteractive.com, http://edsuite.com From bertignac at gmail.com Mon Jan 18 05:40:09 2010 From: bertignac at gmail.com (L B) Date: Mon, 18 Jan 2010 11:40:09 +0100 Subject: [rt-users] Recommended method for auto creating users with Active Directory and Authen-ExternalAuth In-Reply-To: References: <4B4F8933.70305@lbl.gov> Message-ID: I tried what Ken said, and it didn't work on my login because of this code in the RT-External-Authen plugin : ExternalAuth/LDAP.pm : line 230 [...] } else { # If there's only one match, we're good; more than one and # we don't know which is the right one so we skip it. if ($ldap_msg->count == 1) { my $entry = $ldap_msg->first_entry(); [...] I had two sAMAccountName returned because my AD account with my email address has one normal sAMAccountName, and another admin one (in the same AD entry). To make it work, I modified the ldap filter : Set($EmailCompletionLdapFilter, "(&(objectclass=organizationalPerson)(!(sAMAccountName=admin*)))"); This filter will match my sAMAccountName but not the one starting with "admin" (replace this filter in your config). (Be careful of regular users having a login matching this string) Once I had only one and only one sAMAccountName, I disabled my current account (changed all the values insided), I sent an email to my RT in debug mode and here my new account got created with the AD login. If a developer of this plugin read this, I think it would be nice to add a $RT::Logger->info at this step in the code... -- L.B. From jfitzpatrick at mindsinc.ca Mon Jan 18 11:50:18 2010 From: jfitzpatrick at mindsinc.ca (John Fitzpatrick) Date: Mon, 18 Jan 2010 08:50:18 -0800 Subject: [rt-users] Error "No recipients found. Not sending." Message-ID: <4B54914A.2010609@mindsinc.ca> Hi There, Hopefully someone can help me figure this out. I am in the process of migrating RT from an old server to a new server. So far I have been able to get everything configured properly, however I cannot get RT to send emails on the new server. In our existing setup, when an email is sent to our support email address, a new ticket is created and the watchers get notified via email. In my staging setup, when the email gets sent, a new ticket is created and it seems that an attempt is made to send the emails but it fails. Here is the log output: Jan 15 17:21:56 ps003 RT: Converting 'ISO-8859-1' to 'utf-8' for text/plain - 7th try. Jan 15 17:21:57 ps003 RT: About to think about scrips for transaction #13146 Jan 15 17:21:57 ps003 RT: About to think about scrips for transaction #13147 Jan 15 17:21:57 ps003 RT: About to think about scrips for transaction #13148 Jan 15 17:21:57 ps003 RT: About to think about scrips for transaction #13149 Jan 15 17:21:57 ps003 RT: About to think about scrips for transaction #13150 Jan 15 17:21:57 ps003 RT: About to prepare scrips for transaction #13150 Jan 15 17:21:57 ps003 RT: Found 3 scrips Jan 15 17:21:57 ps003 RT: About to commit scrips for transaction #13150 Jan 15 17:21:57 ps003 RT: #1007/13150 - Scrip 4 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:252) Jan 15 17:21:57 ps003 RT: sent To: [EMAIL PROTECTED], [EMAIL PROTECTED], [EMAIL PROTECTED], [EMAIL PROTECTED], [EMAIL PROTECTED], [EMAIL PROTECTED], [EMAIL PROTECTED], [EMAIL PROTECTED], [EMAIL PROTECTED], [EMAIL PROTECTED] (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:283) Jan 15 17:21:57 ps003 RT: About to think about scrips for transaction #13151 Jan 15 17:21:57 ps003 RT: #1007/13150 - Scrip 24 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:252) Jan 15 17:21:57 ps003 RT: No recipients found. Not sending. (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:264) Jan 15 17:21:57 ps003 RT: Ticket 1007 created in queue 'General' by jfitzpatrick (/usr/share/request-tracker3.6/lib/RT/Ticket_Overlay.pm:756) Jan 15 17:21:57 ps003 qmail: 1263604917.436679 delivery 24: success: Connecting_to_http://[SERVER PROTECTED]:8081//REST/1.0/NoAuth/mail-gateway_at_/usr/bin/rt-mailgate_line_102,_<>_line_1./okTicket:_1007Queue:_GeneralOwner:_NobodyStatus:_newSubject:_7th_try.Requestor:_jfitzpatrick at mindsinc.ca_at_/usr/bin/rt-mailgate_line_111,_<>_line_1./did_0+0+1/ I have installed RT under Ubuntu. Server side I have manually installed qmail version 1.03 and setup a .qmail-support file which invokes rt-mailgate as follows: |rt-mailgate --queue general --action correspond --url http://[SERVER PROTECTED]:8081/ --debug qmail is installed on the same machine as RT. Here are some more details: Ubuntu Server 8.04 Hardy lenny/sid uname -r 2.6.24-23-server /usr/sbin/apache2 -v Server version: Apache/2.2.8 (Ubuntu) Server built: Aug 18 2009 14:17:46 libapache2-mod-fastcgi 2.4.6-0ubuntu1 libcgi-fast-perl 5.8.8-12ubuntu0.4 libfcgi-perl 0.67-2 request-tracker3.6 3.6.5-1 rt3.6-apache2 3.6.5-1 Relevant section of RT_SiteConfig.pm Set($SenderMustExistInExternalDatabase , undef); Set($CorrespondAddress , '[EMAIL PROTECTED]'); Set($CommentAddress , '[EMAIL PROTECTED]'); Set($MailCommand , 'sendmailpipe'); Set($SendmailArguments , "-oi -t"); Set($SendmailPath , "/usr/sbin/sendmail"); Set($UseFriendlyFromLine , 1); Set($FriendlyFromLineFormat , "\"%s\" <%s>"); Set($UseFriendlyToLine , 0); Set($FriendlyToLineFormat, "\"%s of $RT::rtname Ticket #%s\":;"); Set($NotifyActor, 0); Thanks, -- John Fitzpatrick Minds Inc. Landmark II Centre Suite 105 - 1708 Dolphin Ave. Kelowna, BC, Canada V1Y 9S4 office +1.250.862.8813 ext 228 fax +1.250.862.8814 web www.mindsinc.ca From zachb at oxfordsuites.com Mon Jan 18 13:03:13 2010 From: zachb at oxfordsuites.com (Zach Boettner) Date: Mon, 18 Jan 2010 10:03:13 -0800 Subject: [rt-users] rt-3.8.6 is already installed... Error code 1 In-Reply-To: <4B444C77.3050803@infracaninophile.co.uk> References: <4B3103FB.8040708@infracaninophile.co.uk><36ED9398C9D24C0880309528181C83CF@oxfhqit><4B31CED0.407@infracaninophile.co.uk><0C01F2FF7A864C838226258C178E2F22@oxfhqit><4B325EC1.8030204@infracaninophile.co.uk><8D488EB0150D42299FE435B97D7115D5@oxfhqit> <20091223183609.GN867@jibsheet.com> <4B332BF7.3010209@infracaninophile.co.uk> <89771F227034477380C62859771A123C@oxfhqit> <4B3478FC.3040500@infracaninophile.co.uk> <6632C0BA05F649F3A26E004DEF5574E2@oxfhqit> <4B3BB52F.5060809@infracaninophile.co.uk> <831F802B541E4D4DAEFDC3558511E3FC@oxfhqit> <4B444C77.3050803@infracaninophile.co.uk> Message-ID: Thanks so much to Matthew Seaman for all the technical instruction on how to install RT! I really appreciate the help, Matthew, and have it up and running, mostly, but do not know what I really did to get it finally working. Thanks again! -Zach -----Original Message----- From: Matthew Seaman [mailto:m.seaman at infracaninophile.co.uk] Sent: Wednesday, January 06, 2010 12:40 AM To: Zach Boettner Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] rt-3.8.6 is already installed... Error code 1 Zach Boettner wrote: > Thanks for the detailed instructions, Matthew. I really appreciate it. > However, my RT is still not quite working. Yes, mysql is running, I even > have phpMyAdmin functional. I ran the following command, it created schema > and populated tables, etc. perl rt-setup-database --action init --dba root > --dba-password > > Now I can uncomment PerlRequire /usr/local/bin/webmux.pl in my httpd.conf > file without killing apache, but I still get the following page when I go to > http://myserver/rt/ > > You're almost there! > You haven't yet configured your webserver to run RT. You appear to have > installed RT's web interface correctly, but haven't yet configured your web > server to "run" the RT server which powers the web interface. The next step > is to edit your webserver's configuration file to instruct it to use RT's > mod_perl, FastCGI or SpeedyCGI handler. If you need commercial support, > please contact us at sales at bestpractical.com. > > What must I do next? Below is my rt-specific code in my httpd.conf file. Do > I need to change something in my RT_SiteConfig.pm file???: > > Alias /rt /usr/local/share/rt38/html > > > Options Indexes FollowSymLinks > AllowOverride AuthConfig > Order deny,allow > > > PerlRequire /usr/local/bin/webmux.pl > > Thanks, Heh. I already answered that earlier in the thread. Here: http://www.gossamer-threads.com/lists/rt/users/91011#91011 Cheers, Matthew -- Dr Matthew J Seaman MA, D.Phil. 7 Priory Courtyard Flat 3 PGP: http://www.infracaninophile.co.uk/pgpkey Ramsgate Kent, CT11 9PW From rkeidel at gmail.com Mon Jan 18 13:24:45 2010 From: rkeidel at gmail.com (Robert Keidel) Date: Mon, 18 Jan 2010 10:24:45 -0800 Subject: [rt-users] Parent/child ticket scenario In-Reply-To: <91c16bf1001170834i59414ba5p2a747c74c5285dc0@mail.gmail.com> References: <91c16bf1001151653k104d14d9o9c436eb59e608c51@mail.gmail.com> <91c16bf1001170834i59414ba5p2a747c74c5285dc0@mail.gmail.com> Message-ID: <91c16bf1001181024r64d185f9j8fa46d747060a821@mail.gmail.com> Hello, thanks for that tip. Thats exactly what I was looking for. I do have now a follow up question. I was not able to find a hint either in the wiki nor here in the list. Is there a way to create a scrip that informs when all the "depends on" are solved? Thanks Robert On Sun, Jan 17, 2010 at 8:34 AM, Robert Keidel wrote: > Thank you for that. I will take a look at that and if I have further > question I will post it. > > Robert > > > On Fri, Jan 15, 2010 at 10:45 PM, Jerrad Pierce < > jpierce at cambridgeenergyalliance.org> wrote: > >> > I have a request here in my company and I am not sure if that possible >> at >> > all. Is there a way to block the "resolved" status in a parent ticket as >> > long the child tickets are not resolved? >> You want DependsOn/DependedOnBy, not the softer Parent/Child. >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jfitzpatrick at mindsinc.ca Mon Jan 18 13:41:58 2010 From: jfitzpatrick at mindsinc.ca (John Fitzpatrick) Date: Mon, 18 Jan 2010 10:41:58 -0800 Subject: [rt-users] Error "No recipients found. Not sending." In-Reply-To: <4B54914A.2010609@mindsinc.ca> References: <4B54914A.2010609@mindsinc.ca> Message-ID: <4B54AB76.2030404@mindsinc.ca> Hi There, I found the problem. It turns out that in order to use exim4 to send email, you should configure it first. :) If you automagically install RT using aptitude, you may not get prompted to configure exim4 and the default is not to allow sending email to remote addresses. dpkg-reconfigure exim4 will do it for you. Hope this helps someone else out there! Cheers, John. John Fitzpatrick wrote: > Hi There, > > Hopefully someone can help me figure this out. I am in the process of > migrating RT from an old server to a new server. So far I have been able > to get everything configured properly, however I cannot get RT to send > emails on the new server. > > In our existing setup, when an email is sent to our support email > address, a new ticket is created and the watchers get notified via email. > > In my staging setup, when the email gets sent, a new ticket is created > and it seems that an attempt is made to send the emails but it fails. > > Here is the log output: > > Jan 15 17:21:56 ps003 RT: Converting 'ISO-8859-1' to 'utf-8' for > text/plain - 7th try. > Jan 15 17:21:57 ps003 RT: About to think about scrips for transaction > #13146 > Jan 15 17:21:57 ps003 RT: About to think about scrips for transaction > #13147 > Jan 15 17:21:57 ps003 RT: About to think about scrips for transaction > #13148 > Jan 15 17:21:57 ps003 RT: About to think about scrips for transaction > #13149 > Jan 15 17:21:57 ps003 RT: About to think about scrips for transaction > #13150 > Jan 15 17:21:57 ps003 RT: About to prepare scrips for transaction #13150 > Jan 15 17:21:57 ps003 RT: Found 3 scrips > Jan 15 17:21:57 ps003 RT: About to commit scrips for transaction #13150 > Jan 15 17:21:57 ps003 RT: PROTECTED]> #1007/13150 - Scrip 4 > (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:252) > Jan 15 17:21:57 ps003 RT: PROTECTED]> sent To: [EMAIL PROTECTED], [EMAIL PROTECTED], [EMAIL > PROTECTED], [EMAIL PROTECTED], [EMAIL PROTECTED], [EMAIL PROTECTED], > [EMAIL PROTECTED], [EMAIL PROTECTED], [EMAIL PROTECTED], [EMAIL > PROTECTED] (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:283) > Jan 15 17:21:57 ps003 RT: About to think about scrips for transaction > #13151 > Jan 15 17:21:57 ps003 RT: > #1007/13150 > - Scrip 24 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:252) > Jan 15 17:21:57 ps003 RT: > No > recipients found. Not sending. > (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:264) > Jan 15 17:21:57 ps003 RT: Ticket 1007 created in queue 'General' by > jfitzpatrick (/usr/share/request-tracker3.6/lib/RT/Ticket_Overlay.pm:756) > Jan 15 17:21:57 ps003 qmail: 1263604917.436679 delivery 24: success: > Connecting_to_http://[SERVER > PROTECTED]:8081//REST/1.0/NoAuth/mail-gateway_at_/usr/bin/rt-mailgate_line_102,_<>_line_1./okTicket:_1007Queue:_GeneralOwner:_NobodyStatus:_newSubject:_7th_try.Requestor:_jfitzpatrick at mindsinc.ca_at_/usr/bin/rt-mailgate_line_111,_<>_line_1./did_0+0+1/ > > I have installed RT under Ubuntu. > > Server side I have manually installed qmail version 1.03 and setup a > .qmail-support file which invokes rt-mailgate as follows: > > |rt-mailgate --queue general --action correspond --url http://[SERVER > PROTECTED]:8081/ --debug > > qmail is installed on the same machine as RT. > > Here are some more details: > > Ubuntu Server 8.04 Hardy lenny/sid > uname -r > 2.6.24-23-server > /usr/sbin/apache2 -v > Server version: Apache/2.2.8 (Ubuntu) > Server built: Aug 18 2009 14:17:46 > > libapache2-mod-fastcgi 2.4.6-0ubuntu1 > libcgi-fast-perl 5.8.8-12ubuntu0.4 > libfcgi-perl 0.67-2 > request-tracker3.6 3.6.5-1 > rt3.6-apache2 3.6.5-1 > > Relevant section of RT_SiteConfig.pm > > Set($SenderMustExistInExternalDatabase , undef); > Set($CorrespondAddress , '[EMAIL PROTECTED]'); > Set($CommentAddress , '[EMAIL PROTECTED]'); > > Set($MailCommand , 'sendmailpipe'); > Set($SendmailArguments , "-oi -t"); > Set($SendmailPath , "/usr/sbin/sendmail"); > Set($UseFriendlyFromLine , 1); > Set($FriendlyFromLineFormat , "\"%s\" <%s>"); > Set($UseFriendlyToLine , 0); > Set($FriendlyToLineFormat, "\"%s of $RT::rtname Ticket #%s\":;"); > Set($NotifyActor, 0); > > Thanks, > -- John Fitzpatrick Minds Inc. Landmark II Centre Suite 105 - 1708 Dolphin Ave. Kelowna, BC, Canada V1Y 9S4 office +1.250.862.8813 ext 228 fax +1.250.862.8814 web www.mindsinc.ca From dominic.hargreaves at oucs.ox.ac.uk Tue Jan 19 08:15:59 2010 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Tue, 19 Jan 2010 13:15:59 +0000 Subject: [rt-users] Malicious MIME type handling Message-ID: <20100119131558.GS3564@gunboat-diplomat.oucs.ox.ac.uk> 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. This was flagged up by a user who was, not unreasonably, confused that this meant that HTML attachments just resulted in the browser displaying the raw source. 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. This would mean that (in firefox at least) the user would only be offered the ability to download the file; they could then view the file without active content by visiting a file:/// URL). Searching for articles on this subject shows that this isn't a panacea (eg http://i8jesus.com/?p=64, http://www.foregroundsecurity.com/flash-origin-policy-issues.html) but I'd have thought that this approach is worth considering. Has anyone else at Best Practical or in the community been thinking more about these problems? Should I file a bug relating to this behaviour suggesting a change from the Content-Type mangling to the addition of the Content-Disposition header? 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 john at iastate.edu Tue Jan 19 10:35:42 2010 From: john at iastate.edu (John Hascall) Date: Tue, 19 Jan 2010 09:35:42 CST Subject: [rt-users] E-Mail Ticket Parsing and Decoding Message-ID: <16757.1263915342@malison.ait.iastate.edu> Hi all, As my first real RT project I need to write a Scrip to parse values out of an email at ticket creation time and set some Custom Fields. Because the data is structured (xml) it looks like "ExtractCustomFieldValues" probably isn't going to be up to the task. It looks like getting the content/attachments in the Scrip is easy enough: my $xact = $self->TransactionObj; my $tkt = $self->TicketObj; my $cont = $xact->Content; my $atts = $tkt->attachments; my $iter = $attachments->get_iterator; while (my $att = &$iter) { my $acont = $att->content; ... } ... So my question is: How much decoding has been done on the content by the time I fetch it? For example, do I need to worry about stuff like mail sent with: Content-Transfer-Encoding: quoted-printable or Content-Transfer-Encoding: base64 or has that already been taken care of? Thanks, John ------------------------------------------------------------------------------- John Hascall, john at iastate.edu Team Lead, NIADS (Network Infrastructure, Authentication & Directory Services) IT Services, The Iowa State University of Science and Technology From dominic.hargreaves at oucs.ox.ac.uk Tue Jan 19 12:35:54 2010 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Tue, 19 Jan 2010 17:35:54 +0000 Subject: [rt-users] Slow queries building list of privileged users (Postgres) In-Reply-To: <20091125162502.GB10107@bestpractical.com> References: <20091120114150.GC3631@gunboat-diplomat.oucs.ox.ac.uk> <20091120140246.GM10895@it.is.rice.edu> <20091120161452.GW3631@gunboat-diplomat.oucs.ox.ac.uk> <20091120163032.GO10895@it.is.rice.edu> <20091124112726.GA3661@gunboat-diplomat.oucs.ox.ac.uk> <20091125162502.GB10107@bestpractical.com> Message-ID: <20100119173554.GZ3564@gunboat-diplomat.oucs.ox.ac.uk> On Wed, Nov 25, 2009 at 11:25:02AM -0500, Jesse Vincent wrote: > > > I think your suggested new index in group is correct; that's > > eliminated some more slow queries. I think I'll try and put up a > > set of annotated additional postgres indexes on the wiki, in lieu > > of future updates to the indexes created by the schemas shipped with > > RT. > > (And possibly influencing future index updates as shipped by the vendor ;) I've created I fear that I've lost some of the full rationale for the indexes I've put in in the frenzy of preparation for our upgrade, but hopefully this is still useful. -- 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 jhj.gubbels at gmail.com Tue Jan 19 15:22:43 2010 From: jhj.gubbels at gmail.com (Jac Gubbels) Date: Tue, 19 Jan 2010 22:22:43 +0200 Subject: [rt-users] time ticket creation incorrect In-Reply-To: <2956be2d1001032238l278ee05ej27d888e974c5ecdb@mail.gmail.com> References: <2956be2d0912310707j7ca35014s658216d56c86add1@mail.gmail.com> <20100103214451.GB6834@bestpractical.com> <2956be2d1001032238l278ee05ej27d888e974c5ecdb@mail.gmail.com> Message-ID: <2956be2d1001191222i1c4effe8v32ab43aa36e2b0db@mail.gmail.com> Also found out that after the creation, the 'last updated' time of the ticket in fact is correct. Only the creation time is off. Any idea? -- Jac On Mon, Jan 4, 2010 at 8:38 AM, Jac Gubbels wrote: > hmmm, but both the server time and 'Select NOW()' give the correct time ... > Where else should I be looking? (a mysql forum probably :) ) > -- Jac -------------- next part -------------- An HTML attachment was scrubbed... URL: From jose.junior at gmail.com Tue Jan 19 16:02:08 2010 From: jose.junior at gmail.com (Jose de Paula Eufrasio Junior) Date: Tue, 19 Jan 2010 19:02:08 -0200 Subject: [rt-users] Error with funny redirect SpawnLinkedTicketInQueue Message-ID: After installing this plugin I get the new button to create linked tickets, but when I click on "Create" it redirects to: http://rtelements/SpawnLinkedTicket?CloneTicket=2&SpawnLinkedTicket=Criar&LinkType=DependsOn-new&CloneQueue=1 As I can see on the code it tries to get the WebURL to redirect, but something happens in the meantime that breaks it: RT::Interface::Web::Redirect( RT->Config->Get('WebURL')."Ticket/Create.html?$query_string" I got the plugin from here: http://search.cpan.org/dist/RT-Extension-SpawnLinkedTicketInQueue/lib/RT/Extension/SpawnLinkedTicketInQueue.pm Maybe is something missing on my config? I dont have a hostname (yet) so I am acessing the server by its ip address. -- Jos? de Paula Eufr?sio J?nior (coredump) MCSO, GRC Professional http://core.eti.br From zachb at oxfordsuites.com Tue Jan 19 17:35:40 2010 From: zachb at oxfordsuites.com (Zach Boettner) Date: Tue, 19 Jan 2010 14:35:40 -0800 Subject: [rt-users] How to Search Resolved Tickets & How to Backup RT DB? Message-ID: <5047714A1FB649A687D50345CA398BD6@oxfhqit> Two questions: 1. How can I modify RT so that when I search in the 'quick search' box at the top right of the page it searches all tickets, including resolved tickets? 2. What is the best way to backup the entire RT database, including attachments, etc. Currently I am doing an export from phpMyAdmin but I don't believe that includes ticket attachments. Thanks, Zach -------------- next part -------------- An HTML attachment was scrubbed... URL: From matt.adams at cypressinteractive.com Tue Jan 19 18:59:13 2010 From: matt.adams at cypressinteractive.com (Matt Adams) Date: Tue, 19 Jan 2010 16:59:13 -0700 Subject: [rt-users] Links to linked tickets Message-ID: <4B564751.1040805@cypressinteractive.com> Folks: Our RT installation is accessible from two locations, one public and the other internally or over our VPN. In the majority of situations this does not cause a problem however I have noticed that the hyperlinks for any linked tickets use the URL configured by $WebDomain rather than simply be relative to the current URL used to access RT, whatever that may be. Contrast this with the navigational links throughout the site that don't seem to care what the current URL is. Is there any way to remove this restriction on the links generated by the ShowLink and ShowLinks templates? There may be other templates but these are the ones at fault, so far as I can tell. Thank in advance, Matt -- Matt Adams Development & Network Services, Cypress Interactive http://cypressinteractive.com, http://edsuite.com From jledford at biltmore.com Tue Jan 19 19:28:01 2010 From: jledford at biltmore.com (Jason Ledford) Date: Tue, 19 Jan 2010 19:28:01 -0500 Subject: [rt-users] How to Search Resolved Tickets & How to Backup RT DB? In-Reply-To: <5047714A1FB649A687D50345CA398BD6@oxfhqit> References: <5047714A1FB649A687D50345CA398BD6@oxfhqit> Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240F8ABD45A@MAILBOX.tbcnet.biltmore.com> I believe ticket attachments are stored in the attachments table and stored as blob data. so an sql backup should get that as well. ________________________________________ From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Zach Boettner [zachb at oxfordsuites.com] Sent: Tuesday, January 19, 2010 5:35 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] How to Search Resolved Tickets & How to Backup RT DB? Two questions: 1. How can I modify RT so that when I search in the ?quick search? box at the top right of the page it searches all tickets, including resolved tickets? 2. What is the best way to backup the entire RT database, including attachments, etc. Currently I am doing an export from phpMyAdmin but I don?t believe that includes ticket attachments. Thanks, Zach From jose.junior at gmail.com Tue Jan 19 23:54:11 2010 From: jose.junior at gmail.com (Jose de Paula Eufrasio Junior) Date: Wed, 20 Jan 2010 02:54:11 -0200 Subject: [rt-users] Due dates based on custom fields Message-ID: So, I want to use custom fields to classify the tickets on the support queue as some pre-defined services. Each service has a defined SLA. I am also using escalation of tickets based on due date. Is there anything out that can define the due date of tickets based on those custom fields? I saw the SLA extension but it looks like SLA per queue, while what I want is per ticket. -- Jos? de Paula Eufr?sio J?nior (coredump) MCSO, GRC Professional http://core.eti.br From william.graboyes at theportalgrp.com Wed Jan 20 00:22:13 2010 From: william.graboyes at theportalgrp.com (William Graboyes) Date: Tue, 19 Jan 2010 21:22:13 -0800 Subject: [rt-users] Due dates based on custom fields In-Reply-To: References: Message-ID: <8a5c3dac1001192122j48e1a631kac73bff8ce473579@mail.gmail.com> Hi Jose, Check out the RT::SLA add on works great, and is easy to set up. On Tue, Jan 19, 2010 at 8:54 PM, Jose de Paula Eufrasio Junior < jose.junior at gmail.com> wrote: > So, I want to use custom fields to classify the tickets on the support > queue as some pre-defined services. Each service has a defined SLA. I > am also using escalation of tickets based on due date. Is there > anything out that can define the due date of tickets based on those > custom fields? I saw the SLA extension but it looks like SLA per > queue, while what I want is per ticket. > > -- > Jos? de Paula Eufr?sio J?nior (coredump) > MCSO, GRC Professional > http://core.eti.br > _______________________________________________ > 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From william.graboyes at theportalgrp.com Wed Jan 20 00:24:40 2010 From: william.graboyes at theportalgrp.com (William Graboyes) Date: Tue, 19 Jan 2010 21:24:40 -0800 Subject: [rt-users] Due dates based on custom fields In-Reply-To: <8a5c3dac1001192122j48e1a631kac73bff8ce473579@mail.gmail.com> References: <8a5c3dac1001192122j48e1a631kac73bff8ce473579@mail.gmail.com> Message-ID: <8a5c3dac1001192124h55044b45w250dec4b1d69702a@mail.gmail.com> Hi Jose, Damn laptop, clicked send before I was ready. at any rate the SLA extension is per ticket, you can also have defaults based on queue. thanks, Bill On Tue, Jan 19, 2010 at 9:22 PM, William Graboyes < william.graboyes at theportalgrp.com> wrote: > Hi Jose, > > > Check out the RT::SLA add on works great, and is easy to set up. > > > On Tue, Jan 19, 2010 at 8:54 PM, Jose de Paula Eufrasio Junior < > jose.junior at gmail.com> wrote: > >> So, I want to use custom fields to classify the tickets on the support >> queue as some pre-defined services. Each service has a defined SLA. I >> am also using escalation of tickets based on due date. Is there >> anything out that can define the due date of tickets based on those >> custom fields? I saw the SLA extension but it looks like SLA per >> queue, while what I want is per ticket. >> >> -- >> Jos? de Paula Eufr?sio J?nior (coredump) >> MCSO, GRC Professional >> http://core.eti.br >> _______________________________________________ >> 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 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From robert.grasso+nv at cedrat.com Wed Jan 20 04:50:47 2010 From: robert.grasso+nv at cedrat.com (robert.grasso+nv at cedrat.com) Date: Wed, 20 Jan 2010 10:50:47 +0100 Subject: [rt-users] ical feed in clear text Message-ID: Hello, I am installing RT 3.8.7 from scratch on a new CentOS 5.4 server, importing a RT 3.6.1 mysql DB. So far so good, except for the iCal feed : when I click on the link, I get clear text in the browser window; text such as : BEGIN:VCALENDAR CALSCALE:gregorian METHOD:publish PRODID:-//xxx.com// VERSION:2.0 X-WR-CALDESC;VALUE=TEXT:Due dates for RT tickets: Queue = 'support' AND ( Status = 'new' OR Status = 'open' OR Status = 'stalled' ) AND Created > '2 010-01-08' AND Subject LIKE 'test 8' X-WR-CALNAME;VALUE=TEXT:RT due dates BEGIN:VEVENT CREATED:20100119T135318Z DTEND;VALUE=DATE:20100119 DTSTAMP:20100120T094026Z DTSTART;VALUE=DATE:20100119 LAST-MODIFIED:20100119T164920Z ORGANIZER:grasso SUMMARY:Start: test 8 URL:http://xxx.yyy.lan/?q=17101 END:VEVENT BEGIN:VEVENT CREATED:20100119T135318Z DTEND;VALUE=DATE:20100121 DTSTAMP:20100120T094026Z DTSTART;VALUE=DATE:20100121 LAST-MODIFIED:20100119T164920Z ORGANIZER:grasso SUMMARY:Due: test 8 URL:http://xxx.yyy.lan/?q=17101 END:VEVENT END:VCALENDAR After having noticed the issue at first, I also installed the RTx::Calendar extension, just to see whether, as a side effect, its installation would fix things. Unfortunately not. Obviously, if I test the RT demo version here http://rt.easter-eggs.org/demos/stable/ I get a .ics file to download I don't see any error in /var/log/rt3/rt3.log nor under /var/log/httpd About my installation : I installed as many perl modules as I could from RPMforge, just to try to keep my OS compliant with yum upgrades, and installed the remainings with make fixdeps. Obviously, make fixdeps is now happy. Anybody has some clue ? --- Robert GRASSO ? System engineer CEDRAT S.A. 15 Chemin de Malacher - Inovall?e - 38246 MEYLAN cedex - FRANCE Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30 mailto:robert.grasso at cedrat.com - http://www.cedrat.com From robert.grasso+nv at cedrat.com Wed Jan 20 06:28:38 2010 From: robert.grasso+nv at cedrat.com (Robert Grasso) Date: Wed, 20 Jan 2010 12:28:38 +0100 Subject: [rt-users] ical feed in clear text Message-ID: Hello, I am installing RT 3.8.7 from scratch on a new CentOS 5.4 server, importing a RT 3.6.1 mysql DB. So far so good, except for the iCal feed : when I click on the link, I get clear text in the browser window; text such as : BEGIN:VCALENDAR CALSCALE:gregorian METHOD:publish PRODID:-//xxx.com// VERSION:2.0 X-WR-CALDESC;VALUE=TEXT:Due dates for RT tickets: Queue = 'support' AND ( Status = 'new' OR Status = 'open' OR Status = 'stalled' ) AND Created > '2 010-01-08' AND Subject LIKE 'test 8' X-WR-CALNAME;VALUE=TEXT:RT due dates BEGIN:VEVENT CREATED:20100119T135318Z DTEND;VALUE=DATE:20100119 DTSTAMP:20100120T094026Z DTSTART;VALUE=DATE:20100119 LAST-MODIFIED:20100119T164920Z ORGANIZER:grasso SUMMARY:Start: test 8 URL:http://xxx.yyy.lan/?q=17101 END:VEVENT BEGIN:VEVENT CREATED:20100119T135318Z DTEND;VALUE=DATE:20100121 DTSTAMP:20100120T094026Z DTSTART;VALUE=DATE:20100121 LAST-MODIFIED:20100119T164920Z ORGANIZER:grasso SUMMARY:Due: test 8 URL:http://xxx.yyy.lan/?q=17101 END:VEVENT END:VCALENDAR After having noticed the issue at first, I also installed the RTx::Calendar extension, just to see whether, as a side effect, its installation would fix things. Unfortunately not. Obviously, if I test the RT demo version here http://rt.easter-eggs.org/demos/stable/ I get a .ics file to download I don't see any error in /var/log/rt3/rt3.log nor under /var/log/httpd About my installation : I installed as many perl modules as I could from RPMforge, just to try to keep my OS compliant with yum upgrades, and installed the remainings with make fixdeps. Obviously, make fixdeps is now happy. Anybody has some clue ? --- Robert GRASSO ? System engineer CEDRAT S.A. 15 Chemin de Malacher - Inovall?e - 38246 MEYLAN cedex - FRANCE Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30 mailto:robert.grasso at cedrat.com - http://www.cedrat.com From MarkRoedel at letu.edu Wed Jan 20 12:34:03 2010 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Wed, 20 Jan 2010 11:34:03 -0600 Subject: [rt-users] Due dates based on custom fields In-Reply-To: References: Message-ID: We have an "Urgency" custom field in one of our queues, and I wrote a couple of scrips to set the ticket due date and starting and ending priorities based on that field's value. (One scrip fires on ticket creation, and one fires on a change to the custom field's value.) The scrip configuration for the ticket creation one looks like: Condition: On Create Action: User Defined Template: Global template: Blank Stage: TransactionCreate Custom Action Preparation Code: Return (1); Custom Action Cleanup Code my $ticket = $self->TicketObj; my $CFName = 'Urgency'; my $QueueObj = $self->TicketObj->QueueObj; my $CFObj = RT::CustomField->new ($QueueObj->CurrentUser); my $duedate = RT::Date->new($RT::SystemUser); my $bus_hours_duetime = time; use Business::Hours; my $hours = Business::Hours->new(); my $now = time; $CFObj->LoadByNameAndQueue(Name=>$CFName, Queue=>$QueueObj->id); unless ($CFObj->id) { $RT::Logger->warning ("$CFName doesn't exist in Queue " . $QueueObj->Name); return undef; } my $urgencyvalue = $self->TicketObj->FirstCustomFieldValue($CFObj->id); if ($urgencyvalue eq 'Emergency') { $self->TicketObj->SetPriority('100'); $self->TicketObj->SetFinalPriority('100'); $bus_hours_duetime = $hours->add_seconds ($now, 14400); $duedate->Set(Format=>'unix', Value=>$bus_hours_duetime); $self->TicketObj->SetDue($duedate->ISO); } elsif ($urgencyvalue eq 'Urgent') { $self->TicketObj->SetPriority('90'); $self->TicketObj->SetFinalPriority('99'); $bus_hours_duetime = $hours->add_seconds ($now, 32400); $duedate->Set(Format=>'unix', Value=>$bus_hours_duetime); $self->TicketObj->SetDue($duedate->ISO); } elsif ($urgencyvalue eq 'Time-Sensitive') { $self->TicketObj->SetPriority('89'); $self->TicketObj->SetFinalPriority('89'); $bus_hours_duetime = $hours->add_seconds ($now, 97200); $duedate->Set(Format=>'unix', Value=>$bus_hours_duetime); $self->TicketObj->SetDue($duedate->ISO); } elsif ($urgencyvalue eq 'High') { $self->TicketObj->SetPriority('75'); $self->TicketObj->SetFinalPriority('88'); $duedate->Set(Format=>'unknown', Value=>'15 days'); $self->TicketObj->SetDue($duedate->ISO); } elsif ($urgencyvalue eq 'Medium') { $self->TicketObj->SetPriority('50'); $self->TicketObj->SetFinalPriority('74'); $duedate->Set(Format=>'unknown', Value=>'3 months'); $self->TicketObj->SetDue($duedate->ISO); } elsif ($urgencyvalue eq 'Low') { $self->TicketObj->SetPriority('25'); $self->TicketObj->SetFinalPriority('49'); $duedate->Set(Format=>'unknown', Value=>'6 months'); $self->TicketObj->SetDue($duedate->ISO); } elsif ($urgencyvalue eq 'Very Low') { $self->TicketObj->SetPriority('1'); $self->TicketObj->SetFinalPriority('24'); $duedate->Set(Format=>'unknown', Value=>'1 year'); $self->TicketObj->SetDue($duedate->ISO); } else { } return(1); (The Business::Hours library is used by the first three urgency values to ensure that short-term tickets come due during our working hours.) -- Mark Roedel Webmaster LeTourneau University -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jose de Paula Eufrasio Junior Sent: Tuesday, January 19, 2010 10:54 PM To: rt-users Subject: [rt-users] Due dates based on custom fields So, I want to use custom fields to classify the tickets on the support queue as some pre-defined services. Each service has a defined SLA. I am also using escalation of tickets based on due date. Is there anything out that can define the due date of tickets based on those custom fields? I saw the SLA extension but it looks like SLA per queue, while what I want is per ticket. -- Jos? de Paula Eufr?sio J?nior (coredump) MCSO, GRC Professional http://core.eti.br From sven.sternberger at desy.de Wed Jan 20 06:30:19 2010 From: sven.sternberger at desy.de (Sven Sternberger) Date: Wed, 20 Jan 2010 12:30:19 +0100 Subject: [rt-users] Duplicated Mails in 3.8.7 Message-ID: <1263987019.15702.93.camel@zitpcx6759> Hello! MyConfig: rt3.8.7, mod_perl2, apache2.2.3, mysql, postfix, RHEL 5.3 (clone) a user reported that he get from time to time mails twice. I looked at it it and indeed he got mails from one correspondence twice. In the Web-UI I can only see the second mail outgoing. The two mails have different msg-ids, but the same scrip (#251) created them. I looked into the rt logfiles and found that between the two scrip executions this line appears: >Jan 19 15:00:22 rt-sys-1 RT: Apache2::RequestIO::rflush: (103) Software >caused connection abort >at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 1020 >(/opt/rt3/bin/webmux.pl:168) And it looks like afterwards the same scrips are called again: >Jan 19 15:00:17 rt-sys-1 RT: Committing scrip #220 on txn #2387742 of >ticket #327620 >Jan 19 15:00:17 rt-sys-1 RT: Committing scrip #1 on txn #2387742 of >ticket #327620 >Jan 19 15:00:17 rt-sys-1 RT: Committing scrip #396 on txn #2387743 of >ticket #327620 >Jan 19 15:00:18 rt-sys-1 RT: Committing scrip #197 on txn #2387742 of >ticket #327620 >Jan 19 15:00:18 rt-sys-1 RT: Committing scrip #396 on txn #2387742 of >ticket #327620 >Jan 19 15:00:18 rt-sys-1 RT: Committing scrip #251 on txn #2387742 of >ticket #327620 >Jan 19 15:00:20 rt-sys-1 RT: Committing scrip #69 on txn #2387742 of >ticket #327620 >Jan 19 15:00:20 rt-sys-1 RT: Committing scrip #71 on txn #2387742 of >ticket #327620 >Jan 19 15:00:23 rt-sys-1 RT: Committing scrip #220 on txn #2387748 of >ticket #327620 >Jan 19 15:00:23 rt-sys-1 RT: Committing scrip #197 on txn #2387748 of >ticket #327620 >Jan 19 15:00:23 rt-sys-1 RT: Committing scrip #396 on txn #2387748 of >ticket #327620 >Jan 19 15:00:23 rt-sys-1 RT: Committing scrip #251 on txn #2387748 of >ticket #327620 >Jan 19 15:00:25 rt-sys-1 RT: Committing scrip #69 on txn #2387748 of >ticket #327620 >Jan 19 15:00:25 rt-sys-1 RT: Committing scrip #71 on txn #2387748 of >ticket #327620 best regards! sven From allen+rtlist at crystalfontz.com Wed Jan 20 16:58:51 2010 From: allen+rtlist at crystalfontz.com (Allen) Date: Wed, 20 Jan 2010 13:58:51 -0800 Subject: [rt-users] How to Search Resolved Tickets & How to Backup RT DB? Message-ID: <885d981e1001201358g4d535e5ahd3bd4fb4b5527036@mail.gmail.com> > ?1. ?How can I modify RT so that when I search in the ?quick search? box at the top right of the page it searches all tickets, including resolved tickets? The answer to that is in the wiki > ?2. ?What is the best way to backup the entire RT database, including attachments, etc. Currently I am doing an export from phpMyAdmin but I don?t believe that includes ticket attachments. Assuming you use MySQL database with innodb tables, from a bash shell: mysqldump --max_allowed_packet=64M --single-transaction rtdb > rtdb.sql where "rtdb" is the name of your rt database. A From msallee at globe.gov Wed Jan 20 18:59:11 2010 From: msallee at globe.gov (Mark Sallee) Date: Wed, 20 Jan 2010 16:59:11 -0700 Subject: [rt-users] Customize spreadsheet view with RT-View-ConciseSpreadsheet Message-ID: <4B5798CF.2070803@globe.gov> I am trying to configure the spreadsheet export to Excel to show only the selected fields. How do I get this installed? Here's what I tried: installed RT::View::ConciseSpreadsheet via CPAN, and it also installed some dependencies (Text::CSV_XS, maybe others). When prompted for my RT.pm, I entered the /opt/rt3/lib path. Restarted apache. Still it shows every possible field upon export. What else needs to be done to activate the module? I don't see any documentation on the RT wiki for this module, yet. RT version 3.8.7, SLES 10, perl 5.8.8 i586. -- Mark Sallee From rfh at vialtus.com Thu Jan 21 05:07:26 2010 From: rfh at vialtus.com (Raed El-Hames) Date: Thu, 21 Jan 2010 10:07:26 +0000 Subject: [rt-users] Customize spreadsheet view with RT-View-ConciseSpreadsheet In-Reply-To: <4B5798CF.2070803@globe.gov> References: <4B5798CF.2070803@globe.gov> Message-ID: <4B58275E.2020108@vialtus.com> RT::View::ConciseSpreadsheet created its own link typically at the bottom of the search results, I think the link is Spreadsheet(Concise). You can modify your html so the new link replaces the top Spreadsheet link. I will interested to know if RT::View::ConciseSpreadsheet works out of the box for you, I had to do few fixes in ConciseSpreadsheet/Results.tsv to get it to export ticket numbers and field headers. Regards; Roy Mark Sallee wrote: > I am trying to configure the spreadsheet export to Excel to show only > the selected fields. How do I get this installed? > > Here's what I tried: installed RT::View::ConciseSpreadsheet via CPAN, > and it also installed some dependencies (Text::CSV_XS, maybe others). > When prompted for my RT.pm, I entered the /opt/rt3/lib path. Restarted > apache. Still it shows every possible field upon export. What else > needs to be done to activate the module? > > I don't see any documentation on the RT wiki for this module, yet. > > RT version 3.8.7, SLES 10, perl 5.8.8 i586. > > From john.robson at appliansys.com Thu Jan 21 05:06:39 2010 From: john.robson at appliansys.com (John Robson) Date: Thu, 21 Jan 2010 10:06:39 +0000 Subject: [rt-users] Prevent users reopening a closed ticket. In-Reply-To: References: Message-ID: Apologies if this is a repost - I sent it before my confirmation email arrived, and have just checked the gossamer archives and it didn't show up. Hi, > > I'd like to be able to prevent users from reopening a ticket which has been > resolved (or rejected) but not one which has been stalled. > > Our Problem: > A significant number of customers are replying to old tickets with new > questions, which makes any analysis of how we handle tickets completely > useless. > > Thoughts / Options: > I'd like to be able to set RT to treat an incoming email on a closed ticket > as a new ticket (potentially automatically linking to the original ticket). > If it is the same issue then we can easily merge the tickets. > > The other option I've considered is the ability to split tickets - > reassigning a number of transactions to a new ticket (ideally copying much > of the ticket metadata, requestor etc.), so that we can then re-close the > original ticket. > > > It's possible that I've missed an obvious config option or plugin, but I > couldn't find anything conclusive on the mailing list or best practical > wiki. > > How do other people deal with this kind of issue? > > > Cheers, > > John > -- John Robson Senior Support Engineer ApplianSys -------------- next part -------------- An HTML attachment was scrubbed... URL: From bertignac at gmail.com Thu Jan 21 07:02:15 2010 From: bertignac at gmail.com (L B) Date: Thu, 21 Jan 2010 13:02:15 +0100 Subject: [rt-users] Encoding error: UTF-16:Unrecognised BOM 53 Message-ID: Hi, A user attached a sql script to a RT and I got this in the logs. [Thu Jan 21 11:21:03 2010] [error]: Encoding error: UTF-16:Unrecognised BOM 53 at /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/Encode.pm line 194. Stack: [/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/Encode.pm:194] [/opt/rt3/bin/../lib/RT/I18N.pm:235] [/opt/rt3/bin/../lib/RT/I18N.pm:196] [/opt/rt3/bin/../lib/RT/EmailParser.pm:279] [/opt/rt3/bin/../lib/RT/Interface/Email.pm:1329] [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61] defaulting to ISO-8859-1 -> UTF-8 (/opt/rt3/bin/../lib/RT/I18N.pm:239) I run perl 5.8.8 on RHEL 5.3, and my Encode::Unicode module is up to date. The attachments looks corrupted and is unusable. # perl -MCPAN -e shell Terminal does not support AddHistory. cpan shell -- CPAN exploration and modules installation (v1.7602) ReadLine support available (try 'install Bundle::CPAN') cpan> i /Encode::Unicode/ CPAN: Storable loaded ok Going to read /root/.cpan/Metadata Database was generated on Thu, 21 Jan 2010 04:38:15 GMT Module Encode::Unicode (D/DA/DANKOGAI/Encode-2.39.tar.gz) Module Encode::Unicode::Japanese (H/HI/HIO/Encode-Unicode-Japanese-0.02.tar.gz) Module Encode::Unicode::UTF7 (D/DA/DANKOGAI/Encode-2.39.tar.gz) 3 items found cpan> install Encode::Unicode Encode::Unicode is up to date. cpan> Any idea ? -- L.B. From wpereira at pop-sp.rnp.br Thu Jan 21 07:57:49 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Thu, 21 Jan 2010 10:57:49 -0200 Subject: [rt-users] /var/log/mail.log Message-ID: <4B584F4D.60500@pop-sp.rnp.br> G'morning, all. I created a .forward file, inside the /home/account directory, and added: |"/usr/bin/rt-mailgate --url https://rtracker.rt.pop-sp.rnp.br/rt --queue general --action correspond" Take a look at the new test I did: Jan 21 10:49:55 rtracker postfix/smtpd[2363]: connect from kliper.pop-sp.rnp.br[200.133.192.62] Jan 21 10:49:56 rtracker postfix/smtpd[2363]: 004D024FBF: client=kliper.pop-sp.rnp.br[200.133.192.62] Jan 21 10:49:56 rtracker postfix/cleanup[2368]: 004D024FBF: message-id=<4B584D4E.3070700 at pop-sp.rnp.br> Jan 21 10:49:56 rtracker postfix/qmgr[2356]: 004D024FBF: from=, size=771, nrcpt=1 (queue active) Jan 21 10:49:56 rtracker postfix/local[2369]: 004D024FBF: to=, relay=local, delay=0.33, delays=0.04/0.02/0/0.28, dsn=4.3.0, status=deferred (temporary failure. Command output: An Error Occurred ================= 403 Forbidden ) Jan 21 10:50:56 rtracker postfix/smtpd[2363]: disconnect from kliper.pop-sp.rnp.br[200.133.192.62] Hugs, -- 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 Thu Jan 21 07:54:06 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 21 Jan 2010 13:54:06 +0100 Subject: [rt-users] Prevent users reopening a closed ticket. In-Reply-To: References: Message-ID: <20100121125405.GC3265@easter-eggs.com> On Thu, Jan 21, 2010 at 10:06:39AM +0000, John Robson wrote: > Apologies if this is a repost - I sent it before my confirmation email > arrived, and have just checked the gossamer archives and it didn't show up. > here we don't allow to reply to a ticket already billed. So we have a customcondition which looks at a customfield to see if ticket is billed or not and then we use the following action to create a new ticket if someone respond to billed ticket: http://wiki.bestpractical.com/view/ForkIntoNewTicket From bertignac at gmail.com Thu Jan 21 10:45:28 2010 From: bertignac at gmail.com (L B) Date: Thu, 21 Jan 2010 16:45:28 +0100 Subject: [rt-users] Recommended method for auto creating users with Active Directory and Authen-ExternalAuth In-Reply-To: References: <4B4F8933.70305@lbl.gov> Message-ID: Here is a script to convert old email address account names to LDAP/AD account names. http://wiki.bestpractical.com/view/rt_logins_email2ldap -- L.B. From bastier at vdm.com Thu Jan 21 11:15:20 2010 From: bastier at vdm.com (Bruno Astier) Date: Thu, 21 Jan 2010 17:15:20 +0100 Subject: [rt-users] Include mail header 'To' in the Ticket subject Message-ID: Hi everybody, I'm looking for way to include the 'To' mail header of the initial request to the ticket subject I was thinking about to use a scrip on CreateTicket with a user defined action of that form : $self->TicketObj->SetSubject (XXX.$self->TicketObj->Subject); My question is what have I to put instead of XXX in order to get back the 'To' mail header Regards, Bruno. -------------- next part -------------- An HTML attachment was scrubbed... URL: From bastier at vdm.com Thu Jan 21 11:07:24 2010 From: bastier at vdm.com (Bruno Astier) Date: Thu, 21 Jan 2010 17:07:24 +0100 Subject: [rt-users] Include mail header 'To' in the Ticket subject Message-ID: Hi everybody, I'm looking for way to include the 'To' mail header of the initial request to the ticket subject I was thinking about to use a scrip on CreateTicket with a user defined action of that form : $self->TicketObj->SetSubject (XXX.$self->TicketObj->Subject); My question is what have I to put instead of XXX in order to get back the 'To' mail header Regards, Bruno. -------------- next part -------------- An HTML attachment was scrubbed... URL: From bastier at vdm.com Thu Jan 21 11:11:46 2010 From: bastier at vdm.com (Bruno Astier) Date: Thu, 21 Jan 2010 17:11:46 +0100 Subject: [rt-users] Include mail header 'To' in the Ticket subject Message-ID: ________________________________ De : Bruno Astier Envoy? : jeudi 21 janvier 2010 17:07 ? : 'rt-users at lists.bestpractical.com' Objet : Include mail header 'To' in the Ticket subject Hi everybody, I'm looking for way to include the 'To' mail header of the initial request to the ticket subject I was thinking about to use a scrip on CreateTicket with a user defined action of that form : $self->TicketObj->SetSubject (XXX.$self->TicketObj->Subject); My question is what have I to put instead of XXX in order to get back the 'To' mail header Regards, Bruno. -------------- next part -------------- An HTML attachment was scrubbed... URL: From hayashis at indiana.edu Thu Jan 21 14:31:10 2010 From: hayashis at indiana.edu (Soichi Hayashi) Date: Thu, 21 Jan 2010 14:31:10 -0500 Subject: [rt-users] Adding comment via REST interface Message-ID: <818840021001211131j15b9fafpe85160f57c3d86d6@mail.gmail.com> Hi. I am trying to post a comment to a ticket via REST interface, but the only documentation that I found ( http://search.cpan.org/~dmitri/RT-Client-REST-0.37/lib/RT/Client/REST/Ticket.pm) doesn't seem to mention such capability. I have found another posting of a similar question ( http://lists.bestpractical.com/pipermail/rt-users/2008-September/054058.html), but it doesn't seem to have been answered. I am accessing it through Java's PostMethod/HttpClient libraries, and using the latest version of RT. I will be greatly appreciated if someone could help me with this! Thanks, Soichi Hayashi -------------- next part -------------- An HTML attachment was scrubbed... URL: From matt.adams at cypressinteractive.com Thu Jan 21 15:07:32 2010 From: matt.adams at cypressinteractive.com (Matt Adams) Date: Thu, 21 Jan 2010 13:07:32 -0700 Subject: [rt-users] Adding comment via REST interface In-Reply-To: <818840021001211131j15b9fafpe85160f57c3d86d6@mail.gmail.com> References: <818840021001211131j15b9fafpe85160f57c3d86d6@mail.gmail.com> Message-ID: <4B58B404.5030009@cypressinteractive.com> We use RT::Client::REST to append comments to tickets as part of our Subversion integration. Seems to work just fine. Check out http://blog.rot13.org/2008/09/request_tracker_subversion_svnweb_microblogging.html for an example on how this might be done. My only suggestion would be to extend the example by adding in additional error catching as shown in the RT::Client::REST documentation. Cheers, Matt -- Matt Adams Development & Network Services, Cypress Interactive http://cypressinteractive.com, http://edsuite.com From wpereira at pop-sp.rnp.br Thu Jan 21 15:52:17 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Thu, 21 Jan 2010 18:52:17 -0200 Subject: [rt-users] RT server not found after a period without activities Message-ID: <4B58BE81.90501@pop-sp.rnp.br> Hi, What the heck is the reason because RT shows a Server not found page after some time without to do something? That has been happening when I, after a couple of time, going to click in any link inside the RT. I use to let the RT web interface open, actually, througout the day, business hours. Thanks in advance for your time, -- 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 adjones at cca.edu Thu Jan 21 16:01:54 2010 From: adjones at cca.edu (Andy Jones) Date: Thu, 21 Jan 2010 13:01:54 -0800 Subject: [rt-users] HTML messages and linebreaks in transaction->content Message-ID: Hello, We're using HTML formatting in correspondence from RT. However, we're running into a problem with text that comes out of {$Transaction->Content()} When the message is sent in plain text, all of the carriage returns from Content are translated properly into linebreaks. However, in the HTML version, the carriage returns are ignored and all of the text from Content is displayed on one line. (In the Template, the message content type is set as: Content-Type: text/html) Does anyone know how we might fix this and retain our HTML messages? Thanks, Andy Andy Jones User Support Manager Educational Technology Services 510.594.5016 andy at cca.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From eje at panix.com Thu Jan 21 16:15:42 2010 From: eje at panix.com (Eleanor J. Evans [Panix Staff]) Date: Thu, 21 Jan 2010 16:15:42 -0500 Subject: [rt-users] Description of new privileges In-Reply-To: <4B4F8C53.6020500@bestpractical.com> References: <4B4F8272.8050000@lbl.gov> <4B4F852E.8030901@bestpractical.com> <4B4F8B35.7080309@lbl.gov> <4B4F8C53.6020500@bestpractical.com> Message-ID: <20100121211541.GA26000@panix.com> On Thu, Jan 14, 2010 at 04:27:47PM -0500, Shawn M Moore wrote: > Not quite. We have documentation about dashboards at: > http://blog.bestpractical.com/2009/02/rt-38-tutorial-dashboards.html > http://wiki.bestpractical.com/view/ManualDashboards > If you still have questions after reading these, I'd be happy to answer > them. I do! When setting an every-other-week subscription, how do I control on which week it starts? I've got one set up that's on the wrong week right now. -- Eleanor J. (Piglet) Evans, eje at panix.com Customer Support, (212) 741-4400 From eje at panix.com Thu Jan 21 16:44:33 2010 From: eje at panix.com (Eleanor J. Evans [Panix Staff]) Date: Thu, 21 Jan 2010 16:44:33 -0500 Subject: [rt-users] How to Search Resolved Tickets & How to Backup RT DB? In-Reply-To: <885d981e1001201358g4d535e5ahd3bd4fb4b5527036@mail.gmail.com> References: <885d981e1001201358g4d535e5ahd3bd4fb4b5527036@mail.gmail.com> Message-ID: <20100121214433.GB26000@panix.com> On Wed, Jan 20, 2010 at 01:58:51PM -0800, Allen wrote: > > ?1. ?How can I modify RT so that when I search in the ?quick search? box at the top right of the page it searches all tickets, including resolved tickets? > The answer to that is in the wiki Here: http://wiki.bestpractical.com/view/Quicksearch -- Eleanor J. (Piglet) Evans, eje at panix.com Customer Support, (212) 741-4400 From mneuschafer at nationalstoresinc.com Thu Jan 21 16:35:08 2010 From: mneuschafer at nationalstoresinc.com (Michael Neuschafer) Date: Thu, 21 Jan 2010 13:35:08 -0800 Subject: [rt-users] RT Custom Field validation Message-ID: <4501271E33111244BB1F683E76FDABDC05B0948E@hqsvr03.nationalmail> Is there a way for Custom fields to have a validation on creating a ticket? Like have the validation cross reference the data that was inputted in the field to the value that was setup for the custom field. I have a custom field that has select or type the value of a Store # and I want RT to validate if that store # inputted exist in the values name list on the backend. Anybody know of a script or extension that can do this? Thanks, Michael Neuschafer PC Support Specialist National Stores Inc. -------------- next part -------------- An HTML attachment was scrubbed... URL: From liste at flocca.com Thu Jan 21 18:06:49 2010 From: liste at flocca.com (Giacomo Antolini) Date: Fri, 22 Jan 2010 00:06:49 +0100 Subject: [rt-users] RealName attribute of Nobody and RT_System localization Message-ID: <868BBF63-8EFA-4407-B237-87DA67EF651D@flocca.com> Hi. Is it possible to translate the RealName attribute of Nobody and RT_System users? ("Nobody in particular" and "The RT System itself") Can I modify the RealName attribute on RT database? Thank you, Giacomo Antolini -------------- next part -------------- An HTML attachment was scrubbed... URL: From allen+rtlist at crystalfontz.com Thu Jan 21 19:10:37 2010 From: allen+rtlist at crystalfontz.com (Allen) Date: Thu, 21 Jan 2010 16:10:37 -0800 Subject: [rt-users] How make Attachments sorted in ticket metadata Message-ID: <885d981e1001211610i404d90dw6a24f067ba63ac2d@mail.gmail.com> In the ticket metadata that can be rolled up or down on Display.html is a section for listing File Attachments that have been put in the ticket. To me, it seems that these files are not sorted in alphabetical, date, transactionId or attachmentID order. Seems to be in random order. I am looking at Elements/ShowAttachments and Elements/FindAttachments to see how I could force them to be sorted by creation date but can;t figure it out. FindAttachments seems to send them up the chain in order of AttachmentId, but as soon as they get into ShowAttachments' %documents array, they are all jumbled up. Does anyone know how to get the file Attachments listed in some kind of order? Allen From jpierce at cambridgeenergyalliance.org Thu Jan 21 19:20:48 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 21 Jan 2010 19:20:48 -0500 Subject: [rt-users] How make Attachments sorted in ticket metadata In-Reply-To: <885d981e1001211610i404d90dw6a24f067ba63ac2d@mail.gmail.com> References: <885d981e1001211610i404d90dw6a24f067ba63ac2d@mail.gmail.com> Message-ID: Hashes are random. Changing foreach my $key (keys %documents) to foreach my $key (sort keys %documents) would sort by filename RT appears to already sort multiple versions of a file by date. -- Cambridge Energy Alliance: Save money. Save the planet. From msallee at globe.gov Thu Jan 21 19:38:10 2010 From: msallee at globe.gov (Mark Sallee) Date: Thu, 21 Jan 2010 17:38:10 -0700 Subject: [rt-users] Customize spreadsheet view with RT-View-ConciseSpreadsheet In-Reply-To: <4B58275E.2020108@vialtus.com> References: <4B5798CF.2070803@globe.gov> <4B58275E.2020108@vialtus.com> Message-ID: <4B58F372.9080505@globe.gov> On 1/21/10 3:07 AM, Raed El-Hames wrote: > RT::View::ConciseSpreadsheet created its own link typically at the > bottom of the search results, I think the link is Spreadsheet(Concise). > > You can modify your html so the new link replaces the top Spreadsheet > link. > I will interested to know if RT::View::ConciseSpreadsheet works out of > the box for you, I had to do few fixes in > ConciseSpreadsheet/Results.tsv to get it to export ticket numbers and > field headers. > > > Regards; > > Roy > > Roy, Thank you for pointing out the Concise link at the bottom. It is there and works. But it is missing column headers other than Subject. Would you be willing to post the changes you made to Results.tsv? And did you find a way to customize which columns will be displayed? Thank you, Mark Sallee From jfrey at seattletimes.com Thu Jan 21 20:45:55 2010 From: jfrey at seattletimes.com (John Frey) Date: Thu, 21 Jan 2010 17:45:55 -0800 Subject: [rt-users] How Do I Reference a CF in an Email to be Parsed Message-ID: This is my first post to this list. I have a newbie question. Is there a way to reference a custom field in an email body so the parser will pick it up? I want to fill a custom field when I email a queue by putting the info in the body of the email like I am able to do with standard fields, such as owner, priority, timeworked, etc. Here is an example of what I am putting in the body of an email that I send to a queue. Owner: jfrey Requestor: bsmith Priority: 1 Status: Open Custom Field Release Version: 1.0 The email parser will parse the first four items fine, but I can't figure out the syntax for the custom field, or find documentation if this is possible. Thanks, John -------------- next part -------------- An HTML attachment was scrubbed... URL: From jledford at biltmore.com Thu Jan 21 22:57:09 2010 From: jledford at biltmore.com (Jason Ledford) Date: Thu, 21 Jan 2010 22:57:09 -0500 Subject: [rt-users] How Do I Reference a CF in an Email to be Parsed In-Reply-To: References: Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240F8ABD45D@MAILBOX.tbcnet.biltmore.com> I think you need something like this (its what I am using) http://search.cpan.org/~FALCONE/RT-Extension-ExtractCustomFieldValues-3.06_02/lib/RT/Extension/ExtractCustomFieldValues.pm also search the user list here http://www.gossamer-threads.com/lists/rt/ and search the wiki here http://wiki.bestpractical.com/view/HomePage ________________________________________ From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of John Frey [jfrey at seattletimes.com] Sent: Thursday, January 21, 2010 8:45 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] How Do I Reference a CF in an Email to be Parsed This is my first post to this list. I have a newbie question. Is there a way to reference a custom field in an email body so the parser will pick it up? I want to fill a custom field when I email a queue by putting the info in the body of the email like I am able to do with standard fields, such as owner, priority, timeworked, etc. Here is an example of what I am putting in the body of an email that I send to a queue. Owner: jfrey Requestor: bsmith Priority: 1 Status: Open Custom Field Release Version: 1.0 The email parser will parse the first four items fine, but I can't figure out the syntax for the custom field, or find documentation if this is possible. Thanks, John From wpereira at pop-sp.rnp.br Fri Jan 22 06:42:32 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Fri, 22 Jan 2010 09:42:32 -0200 Subject: [rt-users] A "It works" page is loaded after log in Message-ID: <4B598F28.7050709@pop-sp.rnp.br> Good morning, all. I have a RT user that, every time he tries to log in, a "It works" page is loaded. But the worst is that he is trying to log in from a computer of a different network of the RT server. If he tries to log in RT using my computer, by instance, whose is in the same network of the RT server, he logs in correctly. I'm very confused! Thanks for any help. -- 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 wpereira at pop-sp.rnp.br Fri Jan 22 08:00:37 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Fri, 22 Jan 2010 11:00:37 -0200 Subject: [rt-users] A "It works" page is loaded after log in [SOLVED] In-Reply-To: <4B598F28.7050709@pop-sp.rnp.br> References: <4B598F28.7050709@pop-sp.rnp.br> Message-ID: <4B59A175.3090601@pop-sp.rnp.br> Finally, My colleague was typing /https://rtracker.rt.pop-sp.rnp.br/rt/ without the last slash, as follows: /https://rtracker.rt.pop-sp.rnp.br/rt// Thank you, Ernesto Hern?ndez-Novich, for your help. See you all, -- 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 Wagner Pereira escreveu: > Good morning, all. > > I have a RT user that, every time he tries to log in, a "It works" page > is loaded. > > But the worst is that he is trying to log in from a computer of a > different network of the RT server. If he tries to log in RT using my > computer, by instance, whose is in the same network of the RT server, he > logs in correctly. > > I'm very confused! > > Thanks for any help. > > From wpereira at pop-sp.rnp.br Fri Jan 22 08:08:38 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Fri, 22 Jan 2010 11:08:38 -0200 Subject: [rt-users] [Fwd: Re: A "It works" page is loaded after log in [SOLVED]] Message-ID: <4B59A356.1030708@pop-sp.rnp.br> An HTML attachment was scrubbed... URL: From wpereira at pop-sp.rnp.br Fri Jan 22 09:16:25 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Fri, 22 Jan 2010 12:16:25 -0200 Subject: [rt-users] My RT still didn't create a ticket via an e-mail Message-ID: <4B59B339.5080505@pop-sp.rnp.br> Hi, folks. Below is my mail.log (on the RT server) and I'd like to know what that /Command output/ means. Jan 22 12:00:38 rtracker postfix/smtpd[7248]: connect from kliper.pop-sp.rnp.br[200.133.192.62] Jan 22 12:00:39 rtracker postfix/smtpd[7248]: 056CA24FD6: client=kliper.pop-sp.rnp.br[200.133.192.62] Jan 22 12:00:39 rtracker postfix/cleanup[7251]: 056CA24FD6: message-id=<4B59AF63.5050609 at pop-sp.rnp.br> Jan 22 12:00:39 rtracker postfix/qmgr[6355]: 056CA24FD6: from=, size=771, nrcpt=1 (queue active) Jan 22 12:00:39 rtracker postfix/local[7252]: 056CA24FD6: to=, relay=local, delay=0.28, delays=0.03/0.02/0/0.24, dsn=4.3.0, status=deferred (temporary failure. Command output: An Error Occurred ================= 403 Forbidden ) Jan 22 12:01:39 rtracker postfix/smtpd[7248]: disconnect from kliper.pop-sp.rnp.br[200.133.192.62] And below is my aliases file, from my RT server: rt at rtracker.rt.pop-sp.rnp.br: "|/usr/bin/rt-mailgate --queue general --action correspond --url https://rtracker.rt.pop-sp.rnp.br/rt/" 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 Mike.Johnson at NorMed.ca Fri Jan 22 09:22:38 2010 From: Mike.Johnson at NorMed.ca (Mike Johnson) Date: Fri, 22 Jan 2010 09:22:38 -0500 Subject: [rt-users] HTML messages and linebreaks in transaction->content In-Reply-To: References: Message-ID: <4B596EB7.4EF5.001E.0@NorMed.ca> Wrap the {$Transaction->Content()} line with
tags. This tells the client that is interpreting the HTML to preserve formatting... which means if there is a carrage return, it'll show it. 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 >>> Andy Jones 1/21/2010 4:01 PM >>> Hello, We're using HTML formatting in correspondence from RT. However, we're running into a problem with text that comes out of {$Transaction->Content()} When the message is sent in plain text, all of the carriage returns from Content are translated properly into linebreaks. However, in the HTML version, the carriage returns are ignored and all of the text from Content is displayed on one line. (In the Template, the message content type is set as: Content-Type: text/html) Does anyone know how we might fix this and retain our HTML messages? Thanks, Andy Andy Jones User Support Manager Educational Technology Services 510.594.5016 andy at cca.edu From Gabriel at impactteachers.com Fri Jan 22 10:31:56 2010 From: Gabriel at impactteachers.com (Gabriel - IP Guys) Date: Fri, 22 Jan 2010 15:31:56 -0000 Subject: [rt-users] Where can I finda script that is already installed and working? Message-ID: I'm taking over the management of a server, which has RT on it, and there is a script running on one of the queues, that basically does the following, If you are known to the RT system, then you know who comments on your tickets. For example, George and Bob, are RT users. If George is a requestor on a ticket, he can see that Bob @ RT make the comment/reply. But if user253 at hot-snail.com creates a ticket, he only sees help @ RT. This script currently works on one of our queues, yet I cannot find this of have any idea where to begin. I don't even have the name for this script. Please help :) From wpereira at pop-sp.rnp.br Fri Jan 22 11:43:55 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Fri, 22 Jan 2010 14:43:55 -0200 Subject: [rt-users] More mail.log! Message-ID: <4B59D5CB.5020202@pop-sp.rnp.br> Hi, This is my mail.log, where my RT is installed. Jan 22 14:35:51 rtracker postfix/smtpd[8645]: connect from kliper.pop-sp.rnp.br[200.133.192.62] Jan 22 14:35:51 rtracker postfix/smtpd[8645]: B0AC824FF4: client=kliper.pop-sp.rnp.br[200.133.192.62] Jan 22 14:35:51 rtracker postfix/cleanup[8649]: B0AC824FF4: message-id=<4B59D3C3.8000406 at pop-sp.rnp.br> Jan 22 14:35:51 rtracker postfix/qmgr[8605]: B0AC824FF4: from=, size=759, nrcpt=1 (queue active) Jan 22 14:35:52 rtracker postfix/local[8650]: B0AC824FF4: to=, relay=local, delay=0.41, delays=0.04/0.03/0/0.33, dsn=4.3.0, status=deferred (temporary failure. Command output: Connecting to https://rtracker.rt.pop-sp.rnp.br/rt//REST/1.0/NoAuth/mail-gateway at /usr/bin/rt-mailgate-3.6 line 102, <> line 1. An Error Occurred ================= 403 Forbidden This is /usr/bin/rt-mailgate-3.6 exiting because of an undefined server error at /usr/bin/rt-mailgate-3.6 line 150, <> line 1. ) Then, I opened this rt-mailgate-3.6 file and the line 102 is as follows: warn "Connecting to $full_url" if $opts{'debug'}; and the 150th line is: warn "This is $0 exiting because of an undefined server error" if ($opts{debug}); Thanks for any help. -- 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 wpereira at pop-sp.rnp.br Fri Jan 22 11:49:53 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Fri, 22 Jan 2010 14:49:53 -0200 Subject: [rt-users] User for rt-mailgate Message-ID: <4B59D731.6000105@pop-sp.rnp.br> Hey, folks. In the man rt-mailgate I found that: SETUP Much of the set up of the mail gateway depends on your MTA and mail routing configuration. However, you will need first of all to create an RT user for the mail gateway and assign it a password; this helps to ensure that mail coming into the web server did originate from the gateway. So, where should I "say" rt-mailgate which user/password I created on RT through the web interface? -- 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 falcone at bestpractical.com Fri Jan 22 12:18:20 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 22 Jan 2010 12:18:20 -0500 Subject: [rt-users] Customizing template content for privileged users In-Reply-To: <4B53D2C5.2070803@cypressinteractive.com> References: <4B53D2C5.2070803@cypressinteractive.com> Message-ID: <20100122171820.GJ883@jibsheet.com> On Sun, Jan 17, 2010 at 08:17:25PM -0700, Matt Adams wrote: > Folks: > > Does anyone know if it is possible to customize email template content > based on the rights of the person being sent the email. For example, if > the requestor is also a privileged user I'd like to be able to do > something like this in the template: > > if (user_is_privileged) { > include_special_content; > } > > Rather than setting up a new template entirely. Is this possible or am > I barking up the wrong tree? You want to get the requestor user objects and then check if ($user->Privileged) { } -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 Jan 22 12:26:25 2010 From: mneuschafer at nationalstoresinc.com (Michael Neuschafer) Date: Fri, 22 Jan 2010 09:26:25 -0800 Subject: [rt-users] Simple Search and Custome Field Message-ID: <4501271E33111244BB1F683E76FDABDC05BD70A0@hqsvr03.nationalmail> Is there a way to allow simple search to also search custom fields? Thanks, Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Fri Jan 22 12:29:34 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 22 Jan 2010 12:29:34 -0500 Subject: [rt-users] Simple Search and Custome Field In-Reply-To: <4501271E33111244BB1F683E76FDABDC05BD70A0@hqsvr03.nationalmail> References: <4501271E33111244BB1F683E76FDABDC05BD70A0@hqsvr03.nationalmail> Message-ID: > Is there a way to allow simple search to also search custom fields? Install RTx::Tags -- Cambridge Energy Alliance: Save money. Save the planet. From falcone at bestpractical.com Fri Jan 22 12:58:51 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 22 Jan 2010 12:58:51 -0500 Subject: [rt-users] Recommended method for auto creating users with Active Directory and Authen-ExternalAuth In-Reply-To: References: <4B4F8933.70305@lbl.gov> Message-ID: <20100122175851.GK883@jibsheet.com> On Mon, Jan 18, 2010 at 11:40:09AM +0100, L B wrote: > If a developer of this plugin read this, I think it would be nice to > add a $RT::Logger->info at this step in the code... If you can provide a patch, I'd be happy to look at applying it -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From slander at hearstsc.com Fri Jan 22 15:51:39 2010 From: slander at hearstsc.com (Lander, Scott) Date: Fri, 22 Jan 2010 15:51:39 -0500 Subject: [rt-users] Approval queue - a couple questions Message-ID: <39A20BAEB14A6344A0646DD5C8F98D4B090E9C45D1@RCLTEXCMS02.resource.hearstcorp.com> I have set up the approval queue for our change control. Everything seems to be fine, except two things. 1. When a manager approves a ticket, the email to the original ticket owner or requester never goes out. I have a template; name: Approval Passed Desc: Notify Requestor that their ticket has been approved by some approver Content: Subject: Ticket Approved: {$Ticket->Subject} Greetings, Your ticket has been approved by { eval { $Approval->OwnerObj->Name } }. Other approvals may be pending. Approver's notes: { $Notes } 2. since the ticket owner never gets notified that his ticket has been approved, I told them to watch the ticket and if the link to the approval ticket is crossed out, then it is done. But, it appears most users cant see the full link - only the ticket number and owner of the approval ticket. The people who are watchers of the approval ticket can see the crossed out link. But, since the original requester cant. Because of these two, my requesters have no idea when their tickets are approved to change. Can any one provide any help? Thanks ------------------------------------------------------------------------------------ This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message. ------------------------------------------------------------------------------------ -------------- next part -------------- An HTML attachment was scrubbed... URL: From jledford at biltmore.com Fri Jan 22 16:21:49 2010 From: jledford at biltmore.com (Jason Ledford) Date: Fri, 22 Jan 2010 16:21:49 -0500 Subject: [rt-users] Personal Groups Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240F9369715@MAILBOX.tbcnet.biltmore.com> I am trying to create a group of folks that can delegate their permissions if needed. The problem is that to create a personal group, this person needs the Global permission "See Group" to be able to see their own personal groups. This then gives them permission to see every group in the system. I know the permissions won't allow them to edit the groups they shouldn't, but I would prefer for them to not even see those groups. So is there a way to enable personal groups and delegation without having to enable these Global permissions? TIA -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron.techgeeks at gmail.com Fri Jan 22 16:45:49 2010 From: aaron.techgeeks at gmail.com (Aaron Zuercher) Date: Fri, 22 Jan 2010 15:45:49 -0600 Subject: [rt-users] multiple queues Message-ID: I'm expanding my RT install to include a 2nd queue. In testing it looks like the new tickets in that queue are number sequentially with the old queue. I searched archives and found an old post from 2001 stating this is by design. (http://www.gossamer-threads.com/lists/rt/users/10820#10820) Has 8 years of development changed this? Z -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Fri Jan 22 16:47:55 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 22 Jan 2010 16:47:55 -0500 Subject: [rt-users] Personal Groups In-Reply-To: <435CB3214F92FD4E8E5CEEB86A20440240F9369715@MAILBOX.tbcnet.biltmore.com> References: <435CB3214F92FD4E8E5CEEB86A20440240F9369715@MAILBOX.tbcnet.biltmore.com> Message-ID: Don't they need the ability to see all groups anyhow, to avoid name collisions? -- Cambridge Energy Alliance: Save money. Save the planet. From jpierce at cambridgeenergyalliance.org Fri Jan 22 16:49:23 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 22 Jan 2010 16:49:23 -0500 Subject: [rt-users] multiple queues In-Reply-To: References: Message-ID: On Fri, Jan 22, 2010 at 16:45, Aaron Zuercher wrote: > I'm expanding my RT install to include a 2nd queue.?? In testing it looks > like the new tickets in that queue are number sequentially with the old > queue.?? I searched archives and found an old post from 2001 stating this is > by design. (http://www.gossamer-threads.com/lists/rt/users/10820#10820)? Has > 8 years of development changed this? No. Ticket # is still a globally incrementing counter. If it were not, email messages would have to include both the ticket # and queue name. -- Cambridge Energy Alliance: Save money. Save the planet. From jledford at biltmore.com Fri Jan 22 16:51:29 2010 From: jledford at biltmore.com (Jason Ledford) Date: Fri, 22 Jan 2010 16:51:29 -0500 Subject: [rt-users] Personal Groups In-Reply-To: References: <435CB3214F92FD4E8E5CEEB86A20440240F9369715@MAILBOX.tbcnet.biltmore.com> Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240F936972C@MAILBOX.tbcnet.biltmore.com> I now see that they both look like they are stored in the same db table. So what you say may actually be correct. Thanks. -----Original Message----- From: Jerrad Pierce [mailto:jpierce at cambridgeenergyalliance.org] Sent: Friday, January 22, 2010 4:48 PM To: Jason Ledford Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Personal Groups Don't they need the ability to see all groups anyhow, to avoid name collisions? -- Cambridge Energy Alliance: Save money. Save the planet. From aaron.techgeeks at gmail.com Fri Jan 22 16:53:29 2010 From: aaron.techgeeks at gmail.com (Aaron Zuercher) Date: Fri, 22 Jan 2010 15:53:29 -0600 Subject: [rt-users] multiple queues In-Reply-To: References: Message-ID: too bad, I would have like the option to keep them seperate. I'm no programmer but it seem to me a easy method to implement would be to number tickets with que#.ticket# (01.1056). I believe qu eues are given a unique number after they are created. Thanks. On Fri, Jan 22, 2010 at 3:49 PM, Jerrad Pierce < jpierce at cambridgeenergyalliance.org> wrote: > On Fri, Jan 22, 2010 at 16:45, Aaron Zuercher > wrote: > > I'm expanding my RT install to include a 2nd queue. In testing it looks > > like the new tickets in that queue are number sequentially with the old > > queue. I searched archives and found an old post from 2001 stating this > is > > by design. (http://www.gossamer-threads.com/lists/rt/users/10820#10820) > Has > > 8 years of development changed this? > No. Ticket # is still a globally incrementing counter. If it were not, > email messages would have to include both the ticket # and queue name. > > -- > Cambridge Energy Alliance: Save money. Save the planet. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From klp at msi.umn.edu Fri Jan 22 17:02:15 2010 From: klp at msi.umn.edu (Kevin Prigge) Date: Fri, 22 Jan 2010 16:02:15 -0600 Subject: [rt-users] Toggle visibility on RT at a glance Message-ID: <20100122220214.GA9382@fire.msi.umn.edu> Is there a way to make the Toggle visibility settings persistant across login sessions for the RT at a glance screen? Some of my users complain that 3.8.5 doesn't work the same way as 3.6.7, I can see the behavior but I can't determine why 3.6.7 was able to carry the setting across sessions. Thanks. -- Kevin Prigge University of Minnesota Unix Systems Administrator Supercomputing Institute for klp at umn.edu Advanced Computational Research (612)626-9057 http://www.msi.umn.edu/ From mneuschafer at nationalstoresinc.com Fri Jan 22 18:04:27 2010 From: mneuschafer at nationalstoresinc.com (Michael Neuschafer) Date: Fri, 22 Jan 2010 15:04:27 -0800 Subject: [rt-users] Auto fill adminCC with an email address on ticket create. Message-ID: <323E0713A7B4BB448FE88038747ABBAC05563065@hqsvr03.nationalmail> Is there a way to have Auto fill adminCC with an email address on ticket create. I basically want the same auto reply requestors setup but for another email address. I want a carbon copy of a ticket being created but sent out to a certain email address without always typing it in Admincc everytime I open a ticket. Thanks, Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Fri Jan 22 18:09:41 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 22 Jan 2010 18:09:41 -0500 Subject: [rt-users] Auto fill adminCC with an email address on ticket create. In-Reply-To: <323E0713A7B4BB448FE88038747ABBAC05563065@hqsvr03.nationalmail> References: <323E0713A7B4BB448FE88038747ABBAC05563065@hqsvr03.nationalmail> Message-ID: > Is there a way to have Auto fill adminCC with an email address on ticket > create.? I basically want the same auto reply requestors setup but for > another email address.? I want a carbon copy of a ticket being created but > sent out to a certain email address without always typing it in Admincc > everytime I open a ticket. I've no idea what your second sentence means, but is there some reason this address isn't simply an AdminCC on the queue? -- Cambridge Energy Alliance: Save money. Save the planet. From mneuschafer at nationalstoresinc.com Fri Jan 22 18:30:57 2010 From: mneuschafer at nationalstoresinc.com (Michael Neuschafer) Date: Fri, 22 Jan 2010 15:30:57 -0800 Subject: [rt-users] Auto fill adminCC with an email address on ticket create. In-Reply-To: References: <323E0713A7B4BB448FE88038747ABBAC05563065@hqsvr03.nationalmail> Message-ID: <323E0713A7B4BB448FE88038747ABBAC0556307F@hqsvr03.nationalmail> Basically every ticket that is created I want RT to automatically send a copy of that ticket via email to a specific email address. Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 -----Original Message----- From: Jerrad Pierce [mailto:jpierce at cambridgeenergyalliance.org] Sent: Friday, January 22, 2010 3:10 PM To: Michael Neuschafer Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Auto fill adminCC with an email address on ticket create. > Is there a way to have Auto fill adminCC with an email address on ticket > create.? I basically want the same auto reply requestors setup but for > another email address.? I want a carbon copy of a ticket being created but > sent out to a certain email address without always typing it in Admincc > everytime I open a ticket. I've no idea what your second sentence means, but is there some reason this address isn't simply an AdminCC on the queue? -- Cambridge Energy Alliance: Save money. Save the planet. From jpierce at cambridgeenergyalliance.org Fri Jan 22 20:20:27 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Fri, 22 Jan 2010 20:20:27 -0500 Subject: [rt-users] Auto fill adminCC with an email address on ticket create. In-Reply-To: <323E0713A7B4BB448FE88038747ABBAC0556307F@hqsvr03.nationalmail> References: <323E0713A7B4BB448FE88038747ABBAC05563065@hqsvr03.nationalmail> <323E0713A7B4BB448FE88038747ABBAC0556307F@hqsvr03.nationalmail> Message-ID: > Basically every ticket that is created I want RT to automatically send a copy of that ticket via email to a specific email address. Which is what a Queue AdminC will do. They'll also be copied on all follow-up correspondence, just like a ticket AdminCC. If you only want notification messages, search the list archives/wiki, or pick up the book... that's a common request that should be covered in each of those locales. -- Cambridge Energy Alliance: Save money. Save the planet. From gordon at cryologic.com Sun Jan 24 19:43:01 2010 From: gordon at cryologic.com (gordon at cryologic.com) Date: Mon, 25 Jan 2010 11:43:01 +1100 Subject: [rt-users] Simple Search and Custome Field In-Reply-To: <4501271E33111244BB1F683E76FDABDC05BD70A0@hqsvr03.nationalmail> References: <4501271E33111244BB1F683E76FDABDC05BD70A0@hqsvr03.nationalmail> Message-ID: <4B5CE915.6060003@cryologic.com> In RT-3.6.7 we modified rt3/local/lib/RT/Search/Googleish_Local.pm to perform searches of certain custom fields from simple search. When we put "sn:xxx" in a simple search it finds any tickets containing xxx in a "Serial Number" custom field. We also modified rt3/local/html/Search/Simple.html to provide instructions for this search. Gordon Michael Neuschafer wrote: > Is there a way to allow simple search to also search custom fields? > > > > Thanks, > > > > *Michael Neuschafer* From bertignac at gmail.com Mon Jan 25 08:15:47 2010 From: bertignac at gmail.com (L B) Date: Mon, 25 Jan 2010 14:15:47 +0100 Subject: [rt-users] RT and email bounces Message-ID: Hi all, When we send email to an address that doesn't exist, ie, that bounces, RT doesn't record the problem in the ticket. So we could be in a situation where we think that everyone knows about the ticket, but the email address was wrong in the CC list. Likewise we may be waiting for someone to respond to an RT but they are on vacation - maybe this is deliberate to avoid loops? we don't see the vacation message so unless we send them an email via outlook we wouldn't know they were on vacation. Does RT manage these bounces or should I configure/hack it a particular way ? Thanks, -- L.B. From ktm at rice.edu Mon Jan 25 08:38:38 2010 From: ktm at rice.edu (Kenneth Marshall) Date: Mon, 25 Jan 2010 07:38:38 -0600 Subject: [rt-users] RT and email bounces In-Reply-To: References: Message-ID: <20100125133838.GK1895@it.is.rice.edu> On Mon, Jan 25, 2010 at 02:15:47PM +0100, L B wrote: > Hi all, > > When we send email to an address that doesn't exist, ie, that bounces, > RT doesn't record the problem in the ticket. So we could be in a > situation where we think that everyone knows about the ticket, but the > email address was wrong in the CC list. > > Likewise we may be waiting for someone to respond to an RT but they > are on vacation - maybe this is deliberate to avoid loops? we don't > see the vacation message so unless we send them an email via outlook > we wouldn't know they were on vacation. > > Does RT manage these bounces or should I configure/hack it a particular way ? > > Thanks, > -- > L.B. RT handles bounces by ignoring them to prevent loops as you suggested. It would be neat to have some error handling that would update the ticket with the message statuses without sending E-mail. You could disable bad addresses, for example, or flag a vacation response. I can see a definite use for such functionality, but the devil is in the details. Sending an E-mail message for any of these items would almost certainly end very badly. Cheers, Ken From bertignac at gmail.com Mon Jan 25 09:19:40 2010 From: bertignac at gmail.com (L B) Date: Mon, 25 Jan 2010 15:19:40 +0100 Subject: [rt-users] RT and email bounces In-Reply-To: <20100125133838.GK1895@it.is.rice.edu> References: <20100125133838.GK1895@it.is.rice.edu> Message-ID: I think it's difficult for bounced emails because there is no standard regarding this kind of emails, so it's hard to stop loops, but it should be easier for out of office messages. The problem is that, I think, we need to parse the email content to get a ticket number unless the out of office keeps the subject... I don't know how RT discards this type of messages, it should normally create a new ticket with "Out of office blabla whatever the subject is" but it doesn't on my system... -- L.B. From ktm at rice.edu Mon Jan 25 09:43:46 2010 From: ktm at rice.edu (Kenneth Marshall) Date: Mon, 25 Jan 2010 08:43:46 -0600 Subject: [rt-users] RT and email bounces In-Reply-To: References: <20100125133838.GK1895@it.is.rice.edu> Message-ID: <20100125144346.GA1221@it.is.rice.edu> On Mon, Jan 25, 2010 at 03:19:40PM +0100, L B wrote: > I think it's difficult for bounced emails because there is no standard > regarding this kind of emails, so it's hard to stop loops, but it > should be easier for out of office messages. The problem is that, I > think, we need to parse the email content to get a ticket number > unless the out of office keeps the subject... > > I don't know how RT discards this type of messages, it should normally > create a new ticket with "Out of office blabla whatever the subject > is" but it doesn't on my system... > > -- > L.B. > I have not checked the code, but usually there is a header that indicates and auto-responder message ( a message that should not be treated normally ). Look for a line with the word bulk or junk. Ken From dominic.hargreaves at oucs.ox.ac.uk Mon Jan 25 09:43:40 2010 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Mon, 25 Jan 2010 14:43:40 +0000 Subject: [rt-users] RT and email bounces In-Reply-To: <20100125133838.GK1895@it.is.rice.edu> References: <20100125133838.GK1895@it.is.rice.edu> Message-ID: <20100125144339.GA3577@gunboat-diplomat.oucs.ox.ac.uk> On Mon, Jan 25, 2010 at 07:38:38AM -0600, Kenneth Marshall wrote: > RT handles bounces by ignoring them to prevent loops as you > suggested. It would be neat to have some error handling that would > update the ticket with the message statuses without sending E-mail. > You could disable bad addresses, for example, or flag a vacation > response. > > I can see a definite use for such functionality, but the devil is > in the details. Sending an E-mail message for any of these items > would almost certainly end very badly. I've been dealing with this issue at our installation recently. We have migrated from RT2, which set the return address to a form of address ticket-bounce-nnnn which would effectively record a comment on the affected ticket. We did have occasional mail loops set up as a result (if the AdminCC address in question bounced) which I assume is why the functionality was removed. However recording and communicating bounces is an important function for us to I have, so that we can detect that (for example) an email address was mistyped. As a result I have deployed a modified form of the BounceMerge scrip action found on http://wiki.bestpractical.com/view/BounceMerge on our bounces queue (having previously set the envelope address in $SendmailArguments to an address pointing to our bounces queue). The modification is to also send out an email to owners/adminccs, but being careful to avoid a loop by: - sending with an empty return path - sending with a 'from' address which doesn't point into RT (the RT owner address) - not including the body of the email (to avoid content filters) It doesn't use any of the normal RT architecture for sending out these emails because we want to have very tight control over the format to avoid loops and other undesirable behaviour. In general BounceMerge works well, and ends up with the relevant details on the original ticket where it is most useful. It's also important that this doesn't change the status of the ticket (to avoid other scrips sending out problematic mail) which means that it's important that we send out a notification by email so that issues are caught when relevant by humans. For example if a ticket was previously resolving, it'll still be kept as resolved. The message I send out suggests that the ticket may need to be reopened by hand once the cause of the bounce has been analysed. There are a few issues still to work out, but if people would be interested I can post the details to the wiki when I'm finished. -- 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 Mon Jan 25 13:13:27 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Mon, 25 Jan 2010 13:13:27 -0500 Subject: [rt-users] RT and email bounces In-Reply-To: References: Message-ID: See rtbouncehandler on the wiki. It works well, although it does double the amount of notices you receive for SPAM messages since they typically use bogus addresses which cannot receive auto-responses. -- Cambridge Energy Alliance: Save money. Save the planet. From jesse at bestpractical.com Mon Jan 25 15:00:08 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 25 Jan 2010 20:00:08 -0000 Subject: [rt-users] Official RT Training in San Francisco 2/22-2/23: Reserve Now Message-ID: We offer RT training just a couple times a year. Training classes are almost always taught by me. We've just extended the discount on the San Francisco class on February 22nd and 23rd until next Monday. If you were thinking of coming to training next month, now is the time to sign up. Best, Jesse The original announcement follows: --------------------------------- Best Practical Solutions provides unparalleled instruction in how to get the most out of RT. We've been teaching users and administrators how to get the most out of RT since 2001. Since 2003, we've offered intensive one-day RT administrator training sessions to the general public. 2010 will bring four different training sessions for RT, with training split across two days. The first day starts off with a tour of RT's web interface and continues with a detailed exploration and explanation of RT's functionality, workflows and configurability. We'll touch on basic administration, but concentrate largely on helping you and your team get the most out of your RT instance. The second day of training picks up with basic RT administration and covers everything from point-and-click configuration to installation of RT, development best practices and database tuning. It goes without saying that you'll get the most out of training if you attend both days of the course, but we've designed the material so that you can step out after the first day with a dramatically improved understanding of how to use RT or show up on the second day and get quickly up to speed on how to make RT do your bidding. A spot at either day costs $995 USD for US Training / 695 EUR for European Training. You can save 25% if you attend both days of training. That's just $1495 USD / 1042.50 EUR! If you reserve before Feb 1st for the San Francisco session, February 15th for the Dublin session, March 5th for the Boston session, or September 20th for the Washington DC session, you can save an additional 20% by mentioning the discount code ANNOUNCE10. If you buy online, we'll automatically apply the discount. Each class includes a morning snack, coffee/tea, and an afternoon snack, as well as all training materials. Day 1 - RT User Training This intensive day-long tutorial about RT starts with basic day-to-day use and continues with detailed training about advanced RT features including saved searches, dashboards, data analysis and options for automating your workflow. This session will cover: * The purpose and general use of RT * New features in RT 3.8 * Saved Searches and customizing searches * RT's Dashboards feature * Customizing RT's workflow to match your own * Automating common procedures * How to make simple custom reports based on RT's data * A short intro to RTFM, the RT FAQ Manager * General Q&A Session Day 2 - RT Administration and Development This intensive day-long session aimed at RT administrators and developers covers everything from installation to backups, interface and backend customizations. You'll learn how to customize RT to meet your organization's unique needs and how to make sure that RT stays fast, reliable and flexible. This session will cover: * New features in RT 3.8 RT's system architecture * A guided tour of the RT source code * Extension mechanisms you can use to customize RT * RT Installation, including the basics of Configuration * Examples of how to optimize RT for your organization * How to tie RT into your existing authentication infrastructure * Building your own tools that talk to the RT backend * Customizing RT's workflow to match your own * Automating common procedures * How to write custom reports based on RT's data * Custom coding, modifications, and callback creation * A brief preview of RT4 * General Q&A Session These sessions will be offered in: San Francisco, CA, USA - February 22 & 23 2010 Dublin, Ireland - March 15 & 16 2010 Boston, MA, USA - April 5 & 6 2010 Washington DC, USA - Oct 25 & 26 2010 If you can't make it to these cities, please drop us a line to request a public training in your area. We haven't yet scheduled training for 2011; your feedback will help us decide where to offer additional sessions. Private Training We also offer private training sessions tailored to your organization's needs. For more information about on-site training for your organization, please drop us a line at training at bestpractical.com. Reservations We like to keep class sizes relatively intimate. Please register soon or we may not be able to guarantee you a seat. When you register, please tell us which date(s) you are registering for, and whether you'd like to register for the whole training session or for only a single day. If you'd like to pay via credit card, please visit Best Practical's online store at https://shop.bestpractical.com/ If you'd prefer to reserve a seat and have us bill you, please write to us at training at bestpractical.com. Be sure to include the full names and email addresses of all attendees you'd like to register for training. -- From bogey_63 at yahoo.com Tue Jan 26 02:54:55 2010 From: bogey_63 at yahoo.com (who else) Date: Mon, 25 Jan 2010 23:54:55 -0800 (PST) Subject: [rt-users] Groups and Ticketsharing Message-ID: <27319017.post@talk.nabble.com> After surfing around quite some time and reading a bunch of, somtimes very old, posts, i'd like to ask you about the basic concepts of groups. I am still looking into giving all users from *.example.com the right to see all tickets created for this company. I understand, that you cannot add unprivileged users to groups, although there might have been a groupservice extension back for RT 2, but i didn't find any information, whether it is compatible to our 3.8.2, which is currently running fine on our debian system. Another concept discussed was to work on the search feature, so it shows all tickets being created by anyone at example.com, also involving to remove SelfModify right, so one cannot change the given emailaddress to prevent sneaking at other companies tickets. Since i am not a programmer, i am looking for a nice and easy way, to get this done. I assume, that a lot of other companies also need to do this; so i am wondering how you tackled this approach. Shouldn't be that big deal, and i think, this is a quite common requirement. To put it straight: How can i get users from the same company getting informed about any ticket created in any queue, they are member of( having queue 1, 2, 3, and user 4 is member of 1, 2, 3; user 5 is member of 1, 2 and user 6 is member of 1 and 3, user 5 mustn't see 3 and user 6 mustn't see 2) Thanks for help, am looking into it for quite a while, perhaps someone can point me in the right direction? w_e -- View this message in context: http://old.nabble.com/Groups-and-Ticketsharing-tp27319017p27319017.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jesse at bestpractical.com Tue Jan 26 07:54:05 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 26 Jan 2010 07:54:05 -0500 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: <20100126125405.GD29080@bestpractical.com> On Tue, Jan 19, 2010 at 01:15:59PM +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. Sorry, I've been on Jury Duty since this came in and there was a small internal miscommunication about who was going to get a reply out to you. You're on the money. When this code path was put together, there were far fewer MIME types that we needed to worry about. We actually got a report about this just a couple weeks ago and should have an improvement out in the next version of RT 3.8. -Jesse From wpereira at pop-sp.rnp.br Tue Jan 26 09:50:12 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Tue, 26 Jan 2010 12:50:12 -0200 Subject: [rt-users] I give up! Message-ID: <4B5F0124.9060808@pop-sp.rnp.br> Ok, I admit: I'm lost! Since I've installed RT on my Debian lenny, it is running perfectly, OK. But, I really can't create a ticket via e-mail message. The more I edit the necessary files for it, the more I am lost! My scenario is: Mail server: Debian 4.0 etch - running Courier-MTA RT server: Debian 5.0 lenny What should I do? What could you guys suggest me? -- 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 raubvogel at gmail.com Tue Jan 26 10:05:22 2010 From: raubvogel at gmail.com (Mauricio Tavares) Date: Tue, 26 Jan 2010 10:05:22 -0500 Subject: [rt-users] I give up! In-Reply-To: <4B5F0124.9060808@pop-sp.rnp.br> References: <4B5F0124.9060808@pop-sp.rnp.br> Message-ID: <2c6cf52a1001260705j45b76464yd461199b33d0d591@mail.gmail.com> On Tue, Jan 26, 2010 at 9:50 AM, Wagner Pereira wrote: > Ok, I admit: I'm lost! > > Since I've installed RT on my Debian lenny, it is running perfectly, OK. > > But, I really can't create a ticket via e-mail message. The more I edit > the necessary files for it, the more I am lost! > > My scenario is: > > Mail server: Debian 4.0 etch - running Courier-MTA > RT server: Debian 5.0 lenny > > What should I do? What could you guys suggest me? > Do you have something setup to feed emails into 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 > > _______________________________________________ > 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 jledford at biltmore.com Tue Jan 26 10:16:39 2010 From: jledford at biltmore.com (Jason Ledford) Date: Tue, 26 Jan 2010 10:16:39 -0500 Subject: [rt-users] I give up! In-Reply-To: <4B5F0124.9060808@pop-sp.rnp.br> References: <4B5F0124.9060808@pop-sp.rnp.br> Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240F9369A6A@MAILBOX.tbcnet.biltmore.com> I sort followed this guide http://www.debianadmin.com/howto-setup-request-tracker-36-on-debian-etch.html and other guides that are very similar. The fetchmail part I think is what you are looking for. Fetchmail will log onto your mail server via pop3 and download the messages and inject them into RT. Here is my relevant fetchmail config: ************** poll my.mail.server.com protocol pop3 uidl auth password username "rt-support" password "somepassword" mda "/usr/bin/rt-mailgate-3.8 --queue MYQUEUENAME --action correspond --url http://rt.f.q.d.n/rt/" no keep ************* I added the * to try and highlight that specific part. Are you using fetchmail or how are you injecting messages into RT? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Wagner Pereira Sent: Tuesday, January 26, 2010 9:50 AM To: RT-Users at lists.bestpractical.com Subject: [rt-users] I give up! Ok, I admit: I'm lost! Since I've installed RT on my Debian lenny, it is running perfectly, OK. But, I really can't create a ticket via e-mail message. The more I edit the necessary files for it, the more I am lost! My scenario is: Mail server: Debian 4.0 etch - running Courier-MTA RT server: Debian 5.0 lenny What should I do? What could you guys suggest me? -- 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 _______________________________________________ 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 john.robson at appliansys.com Tue Jan 26 10:17:43 2010 From: john.robson at appliansys.com (John Robson) Date: Tue, 26 Jan 2010 15:17:43 +0000 Subject: [rt-users] Prevent users reopening a closed ticket. In-Reply-To: <20100121125405.GC3265@easter-eggs.com> References: <20100121125405.GC3265@easter-eggs.com> Message-ID: 2010/1/21 Emmanuel Lacour > here we don't allow to reply to a ticket already billed. So we have a > customcondition which looks at a customfield to see if ticket is billed > or not and then we use the following action to create a new ticket if > someone respond to billed ticket: > > http://wiki.bestpractical.com/view/ForkIntoNewTicket > Using that links, and some of it's fellows I've mostly gotit working, took a little while, and a touch of furkling, but the right thing is now (mostly) happening. I am still getting outgoing emails from the original ticket, but thankfully it's not being reopenned. I'd like to drop that behaviour... but unless it's something obvious I'll leave it for now and see if I care in three months time. Many thanks, John -- John Robson Senior Support Engineer ApplianSys -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Tue Jan 26 11:18:25 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 26 Jan 2010 17:18:25 +0100 Subject: [rt-users] Prevent users reopening a closed ticket. In-Reply-To: References: <20100121125405.GC3265@easter-eggs.com> Message-ID: <20100126161825.GB2281@easter-eggs.com> On Tue, Jan 26, 2010 at 03:17:43PM +0000, John Robson wrote: > > Using that links, and some of it's fellows I've mostly gotit working, took > a little while, and a touch of furkling, but the right thing is now (mostly) > happening. > > I am still getting outgoing emails from the original ticket, but thankfully > it's not being reopenned. > You have to change your scrip "On reply, Notify ..." to "On reply to unresolved ticket, notify ...". I think, a scripcondition "On resolved to unresolved ticket" exists on the wiki, else, it's not very difficult to write it ;) From john.robson at appliansys.com Tue Jan 26 11:40:01 2010 From: john.robson at appliansys.com (John Robson) Date: Tue, 26 Jan 2010 16:40:01 +0000 Subject: [rt-users] Prevent users reopening a closed ticket. In-Reply-To: <20100126161825.GB2281@easter-eggs.com> References: <20100121125405.GC3265@easter-eggs.com> <20100126161825.GB2281@easter-eggs.com> Message-ID: 2010/1/26 Emmanuel Lacour > On Tue, Jan 26, 2010 at 03:17:43PM +0000, John Robson wrote: > > > > Using that links, and some of it's fellows I've mostly gotit working, > took > > a little while, and a touch of furkling, but the right thing is now > (mostly) > > happening. > > > > I am still getting outgoing emails from the original ticket, but > thankfully > > it's not being reopenned. > > > > You have to change your scrip "On reply, Notify ..." to "On reply to > unresolved ticket, notify ...". > > I think, a scripcondition "On resolved to unresolved ticket" exists on > the wiki, else, it's not very difficult to write it ;) > > Pretty sure it's on the wiki, I did spot it, but haven't actually touched it. John -- John Robson Senior Support Engineer ApplianSys -------------- next part -------------- An HTML attachment was scrubbed... URL: From howie at thingy.com Tue Jan 26 11:53:58 2010 From: howie at thingy.com (Howard Jones) Date: Tue, 26 Jan 2010 16:53:58 +0000 Subject: [rt-users] Upgrade 3.6.5->3.8.7: Duplicate entry '' for key 2 Message-ID: <4B5F1E26.8010400@thingy.com> I've been doing a test migration from RT 3.6.5 to 3.8.7 on a spare VM, prior to doing it on our live server. I noticed there were a lot of db changes, and wanted to be sure that it would all be smooth, and that I knew how long it would be down. Good thing I did, because while running the schema update script produced by upgrade-mysql-schema.pl, I get: ERROR 1062 (23000): Duplicate entry '' for key 2 After breaking all the ALTER statements into single changes, the offending one is the very last one: ALTER TABLE Users MODIFY Name VARCHAR(200) CHARACTER SET utf8 NOT NULL DEFAULT ''; I have only one user with a name of ''. I have changed that to 'randomstring', and I still get this error. As I understand it, it's to do with how mysql transliterates from one character set to another. So how can I figure out which of my 35000 usernames will transliterate to an empty string? No doubt the users in question are spammers, but I still need to find them to fix them... Also, am I right to assume that it's OK to just change the Name field? It's the ID that is used elsewhere, right? Thanks, Howie From wpereira at pop-sp.rnp.br Tue Jan 26 12:18:19 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Tue, 26 Jan 2010 15:18:19 -0200 Subject: [rt-users] [Fwd: Re: I give up!] Message-ID: <4B5F23DB.8090201@pop-sp.rnp.br> -------- Mensagem original -------- Assunto: Re: [rt-users] I give up! Data: Tue, 26 Jan 2010 15:17:21 -0200 De: Wagner Pereira Para: Mauricio Tavares Refer?ncias: <4B5F0124.9060808 at pop-sp.rnp.br> <2c6cf52a1001260704j19763067xa2a7e3797435814a at mail.gmail.com> Yes, Mauricio. I've installed the rt-mailgate. See below how the rt-mailgate-3.6 is set up. Actually, I edited nothing in it until now. #!/usr/bin/perl -w # BEGIN BPS TAGGED BLOCK {{{ # # COPYRIGHT: # # This software is Copyright (c) 1996-2008 Best Practical Solutions, LLC # # # (Except where explicitly superseded by other copyright notices) # # # LICENSE: # # This work is made available to you under the terms of Version 2 of # the GNU General Public License. A copy of that license should have # been provided with this software, but in any event can be snarfed # from www.gnu.org. # # This work is distributed in the hope that it will be useful, but # WITHOUT ANY WARRANTY; without even the implied warranty of # MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU # General Public License for more details. # # You should have received a copy of the GNU General Public License # along with this program; if not, write to the Free Software # Foundation, Inc., 51 Franklin Street, Fifth Floor, Boston, MA # 02110-1301 or visit their web page on the internet at # http://www.gnu.org/licenses/old-licenses/gpl-2.0.html. # # # CONTRIBUTION SUBMISSION POLICY: # # (The following paragraph is not intended to limit the rights granted # to you to modify and distribute this software under the terms of # the GNU General Public License and is only of importance to you if # you choose to contribute your changes and enhancements to the # community by submitting them to Best Practical Solutions, LLC.) # # By intentionally submitting any modifications, corrections or # derivatives to this work, or any other work intended for use with # Request Tracker, to Best Practical Solutions, LLC, you confirm that # you are the copyright holder for those contributions and you grant # Best Practical Solutions, LLC a nonexclusive, worldwide, irrevocable, # royalty-free, perpetual, license to use, copy, create derivative # works based on those contributions, and sublicense and distribute # those contributions and any derivatives thereof. # # END BPS TAGGED BLOCK }}} =head1 NAME rt-mailgate - Mail interface to RT3. =cut use strict; use warnings; use Getopt::Long; use LWP::UserAgent; use constant EX_TEMPFAIL => 75; my %opts; GetOptions( \%opts, "queue=s", "action=s", "url=s", "jar=s", "help", "debug", "extension=s", "timeout=i" ); if ( $opts{help} ) { require Pod::Usage; import Pod::Usage; pod2usage("RT Mail Gateway\n"); exit 1; # Don't want to succeed if this is really an email! } for (qw(url)) { die "$0 invoked improperly\n\nNo $_ provided to mail gateway!\n" unless $opts{$_}; } my $ua = LWP::UserAgent->new(); $ua->cookie_jar( { file => $opts{jar} } ); my %args = ( SessionType => 'REST', # Surpress login box ); foreach ( qw(queue action) ) { $args{$_} = $opts{$_} if defined $opts{$_}; }; # Read the message in from STDIN $args{'message'} = do { local (@ARGV, $/); <> }; unless ( $args{message} =~ /\S/ ) { print STDERR "$0: no message passed on STDIN!\n"; exit 0; } if ($opts{'extension'}) { $args{$opts{'extension'}} = $ENV{'EXTENSION'}; } # Set up cookie here. my $full_url = $opts{'url'}. "/REST/1.0/NoAuth/mail-gateway"; warn "Connecting to $full_url" if $opts{'debug'}; $ua->timeout(exists($opts{'timeout'}) ? $opts{'timeout'} : 180); my $r = $ua->post( $full_url, {%args} ); check_failure($r); my $content = $r->content; warn $content if ($opts{debug}); if ( $content !~ /^(ok|not ok)/ ) { # It's not the server's fault if the mail is bogus. We just want to know that # *something* came out of the server. warn <is_success(); # This ordinarily oughtn't to be able to happen, suggests a bug in RT. # So only load these heavy modules when they're needed. require HTML::TreeBuilder; require HTML::FormatText; my $error = $r->error_as_HTML; my $tree = HTML::TreeBuilder->new->parse($error); $tree->eof; # It'll be a cold day in hell before RT sends out bounces in HTML my $formatter = HTML::FormatText->new( leftmargin => 0, rightmargin => 50 ); warn $formatter->format($tree); warn "This is $0 exiting because of an undefined server error" if ($opts{debug}); exit EX_TEMPFAIL; } =head1 SYNOPSIS rt-mailgate --help : this text Usual invocation (from MTA): rt-mailgate --action (correspond|comment|...) --queue queuename --url http://your.rt.server/ [ --debug ] [ --extension (queue|action|ticket) ] [ --timeout seconds ] See C for more. =head1 OPTIONS =over 3 =item C<--action> Specifies what happens to email sent to this alias. The avaliable basic actions are: C, C. If you've set the RT configuration variable B<$RT::UnsafeEmailCommands>, C and C are also available. You can execute two or more actions on a single message using a C<-> separated list. RT will execute the actions in the listed order. For example you can use C, C or C as actions. Note that C and C actions ignore message text if used alone. Include a C or C action if you want RT to record the incoming message. The default action is C. =item C<--queue> This flag determines which queue this alias should create a ticket in if no ticket identifier is found. =item C<--url> This flag tells the mail gateway where it can find your RT server. You should probably use the same URL that users use to log into RT. =item C<--extension> OPTIONAL Some MTAs will route mail sent to user-foo at host or user+foo at host to user at host and present "foo" in the environment variable $EXTENSION. By specifying the value "queue" for this parameter, the queue this message should be submitted to will be set to the value of $EXTENSION. By specifying "ticket", $EXTENSION will be interpreted as the id of the ticket this message is related to. "action" will allow the user to specify either "comment" or "correspond" in the address extension. =item C<--debug> OPTIONAL Print debugging output to standard error =item C<--timeout> OPTIONAL Configure the timeout for posting the message to the web server. The default timeout is 3 minutes (180 seconds). =head1 DESCRIPTION The RT mail gateway is the primary mechanism for communicating with RT via email. This program simply directs the email to the RT web server, which handles filing correspondence and sending out any required mail. It is designed to be run as part of the mail delivery process, either called directly by the MTA or C, or in a F<.forward> or equivalent. =head1 SETUP Much of the set up of the mail gateway depends on your MTA and mail routing configuration. However, you will need first of all to create an RT user for the mail gateway and assign it a password; this helps to ensure that mail coming into the web server did originate from the gateway. Next, you need to route mail to C for the queues you're monitoring. For instance, if you're using F and you have a "bugs" queue, you will want something like this: bugs: "|/opt/rt3/bin/rt-mailgate --queue bugs --action correspond --url http://rt.mycorp.com/" bugs-comment: "|/opt/rt3/bin/rt-mailgate --queue bugs --action comment --url http://rt.mycorp.com/" Note that you don't have to run your RT server on your mail server, as the mail gateway will happily relay to a different machine. =head1 CUSTOMIZATION By default, the mail gateway will accept mail from anyone. However, there are situations in which you will want to authenticate users before allowing them to communicate with the system. You can do this via a plug-in mechanism in the RT configuration. You can set the array C<@RT::MailPlugins> to be a list of plugins. The default plugin, if this is not given, is C - that is, authentication of the person is done based on the C header of the email. If you have additional filters or authentication mechanisms, you can list them here and they will be called in order: @RT::MailPlugins = ( "Filter::SpamAssassin", "Auth::LDAP", # ... ); See the documentation for any additional plugins you have. You may also put Perl subroutines into the C<@RT::MailPlugins> array, if they behave as described below. =head1 WRITING PLUGINS What's actually going on in the above is that C<@RT::MailPlugins> is a list of Perl modules; RT prepends C to the name, to form a package name, and then C's this module. The module is expected to provide a C subroutine, which takes a hash of several parameters: =over 4 =item Message A C object representing the email =item CurrentUser An C object =item AuthStat The authentication level returned from the previous plugin. =item Ticket [OPTIONAL] The ticket under discussion =item Queue [OPTIONAL] If we don't already have a ticket id, we need to know which queue we're talking about =item Action The action being performed. At the moment, it's one of "comment" or "correspond" =back 4 It returns two values, the new C object, and the new authentication level. The authentication level can be zero, not allowed to communicate with RT at all, (a "permission denied" error is mailed to the correspondent) or one, which is the normal mode of operation. Additionally, if C<-1> is returned, then the processing of the plug-ins stops immediately and the message is ignored. =cut -- 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 Mauricio Tavares escreveu: > On Tue, Jan 26, 2010 at 9:50 AM, Wagner Pereira wrote: > >> Ok, I admit: I'm lost! >> >> Since I've installed RT on my Debian lenny, it is running perfectly, OK. >> >> But, I really can't create a ticket via e-mail message. The more I edit >> the necessary files for it, the more I am lost! >> >> My scenario is: >> >> Mail server: Debian 4.0 etch - running Courier-MTA >> RT server: Debian 5.0 lenny >> >> What should I do? What could you guys suggest me? >> >> > Do you have something setup to feed emails into 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 >> >> _______________________________________________ >> 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 >> >> -- 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 wpereira at pop-sp.rnp.br Tue Jan 26 12:23:58 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Tue, 26 Jan 2010 15:23:58 -0200 Subject: [rt-users] I give up! In-Reply-To: <435CB3214F92FD4E8E5CEEB86A20440240F9369A6A@MAILBOX.tbcnet.biltmore.com> References: <4B5F0124.9060808@pop-sp.rnp.br> <435CB3214F92FD4E8E5CEEB86A20440240F9369A6A@MAILBOX.tbcnet.biltmore.com> Message-ID: <4B5F252E.4070703@pop-sp.rnp.br> Hi, Jason. Mauricio Tavares asked me the same, in a previous message, and below is my answer. Some colleagues suggested me don't use fetchmail, because this would make the scenario more complex than the necessary. --------------------------------------------- I've installed the rt-mailgate. See below how the rt-mailgate-3.6 is set up. Actually, I edited nothing in it until now. #!/usr/bin/perl -w # BEGIN BPS TAGGED BLOCK {{{ # # COPYRIGHT: # # This software is Copyright (c) 1996-2008 Best Practical Solutions, LLC # # # (Except where explicitly superseded by other copyright notices) # # # LICENSE: # # This work is made available to you under the terms of Version 2 of # the GNU General Public License. A copy of that license should have # been provided with this software, but in any event can be snarfed # from www.gnu.org. # # This work is distributed in the hope that it will be useful, but # WITHOUT ANY WARRANTY; without even the implied warranty of # MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU # General Public License for more details. # # You should have received a copy of the GNU General Public License # along with this program; if not, write to the Free Software # Foundation, Inc., 51 Franklin Street, Fifth Floor, Boston, MA # 02110-1301 or visit their web page on the internet at # http://www.gnu.org/licenses/old-licenses/gpl-2.0.html. # # # CONTRIBUTION SUBMISSION POLICY: # # (The following paragraph is not intended to limit the rights granted # to you to modify and distribute this software under the terms of # the GNU General Public License and is only of importance to you if # you choose to contribute your changes and enhancements to the # community by submitting them to Best Practical Solutions, LLC.) # # By intentionally submitting any modifications, corrections or # derivatives to this work, or any other work intended for use with # Request Tracker, to Best Practical Solutions, LLC, you confirm that # you are the copyright holder for those contributions and you grant # Best Practical Solutions, LLC a nonexclusive, worldwide, irrevocable, # royalty-free, perpetual, license to use, copy, create derivative # works based on those contributions, and sublicense and distribute # those contributions and any derivatives thereof. # # END BPS TAGGED BLOCK }}} =head1 NAME rt-mailgate - Mail interface to RT3. =cut use strict; use warnings; use Getopt::Long; use LWP::UserAgent; use constant EX_TEMPFAIL => 75; my %opts; GetOptions( \%opts, "queue=s", "action=s", "url=s", "jar=s", "help", "debug", "extension=s", "timeout=i" ); if ( $opts{help} ) { require Pod::Usage; import Pod::Usage; pod2usage("RT Mail Gateway\n"); exit 1; # Don't want to succeed if this is really an email! } for (qw(url)) { die "$0 invoked improperly\n\nNo $_ provided to mail gateway!\n" unless $opts{$_}; } my $ua = LWP::UserAgent->new(); $ua->cookie_jar( { file => $opts{jar} } ); my %args = ( SessionType => 'REST', # Surpress login box ); foreach ( qw(queue action) ) { $args{$_} = $opts{$_} if defined $opts{$_}; }; # Read the message in from STDIN $args{'message'} = do { local (@ARGV, $/); <> }; unless ( $args{message} =~ /\S/ ) { print STDERR "$0: no message passed on STDIN!\n"; exit 0; } if ($opts{'extension'}) { $args{$opts{'extension'}} = $ENV{'EXTENSION'}; } # Set up cookie here. my $full_url = $opts{'url'}. "/REST/1.0/NoAuth/mail-gateway"; warn "Connecting to $full_url" if $opts{'debug'}; $ua->timeout(exists($opts{'timeout'}) ? $opts{'timeout'} : 180); my $r = $ua->post( $full_url, {%args} ); check_failure($r); my $content = $r->content; warn $content if ($opts{debug}); if ( $content !~ /^(ok|not ok)/ ) { # It's not the server's fault if the mail is bogus. We just want to know that # *something* came out of the server. warn <is_success(); # This ordinarily oughtn't to be able to happen, suggests a bug in RT. # So only load these heavy modules when they're needed. require HTML::TreeBuilder; require HTML::FormatText; my $error = $r->error_as_HTML; my $tree = HTML::TreeBuilder->new->parse($error); $tree->eof; # It'll be a cold day in hell before RT sends out bounces in HTML my $formatter = HTML::FormatText->new( leftmargin => 0, rightmargin => 50 ); warn $formatter->format($tree); warn "This is $0 exiting because of an undefined server error" if ($opts{debug}); exit EX_TEMPFAIL; } =head1 SYNOPSIS rt-mailgate --help : this text Usual invocation (from MTA): rt-mailgate --action (correspond|comment|...) --queue queuename --url http://your.rt.server/ [ --debug ] [ --extension (queue|action|ticket) ] [ --timeout seconds ] See C for more. =head1 OPTIONS =over 3 =item C<--action> Specifies what happens to email sent to this alias. The avaliable basic actions are: C, C. If you've set the RT configuration variable B<$RT::UnsafeEmailCommands>, C and C are also available. You can execute two or more actions on a single message using a C<-> separated list. RT will execute the actions in the listed order. For example you can use C, C or C as actions. Note that C and C actions ignore message text if used alone. Include a C or C action if you want RT to record the incoming message. The default action is C. =item C<--queue> This flag determines which queue this alias should create a ticket in if no ticket identifier is found. =item C<--url> This flag tells the mail gateway where it can find your RT server. You should probably use the same URL that users use to log into RT. =item C<--extension> OPTIONAL Some MTAs will route mail sent to user-foo at host or user+foo at host to user at host and present "foo" in the environment variable $EXTENSION. By specifying the value "queue" for this parameter, the queue this message should be submitted to will be set to the value of $EXTENSION. By specifying "ticket", $EXTENSION will be interpreted as the id of the ticket this message is related to. "action" will allow the user to specify either "comment" or "correspond" in the address extension. =item C<--debug> OPTIONAL Print debugging output to standard error =item C<--timeout> OPTIONAL Configure the timeout for posting the message to the web server. The default timeout is 3 minutes (180 seconds). =head1 DESCRIPTION The RT mail gateway is the primary mechanism for communicating with RT via email. This program simply directs the email to the RT web server, which handles filing correspondence and sending out any required mail. It is designed to be run as part of the mail delivery process, either called directly by the MTA or C, or in a F<.forward> or equivalent. =head1 SETUP Much of the set up of the mail gateway depends on your MTA and mail routing configuration. However, you will need first of all to create an RT user for the mail gateway and assign it a password; this helps to ensure that mail coming into the web server did originate from the gateway. Next, you need to route mail to C for the queues you're monitoring. For instance, if you're using F and you have a "bugs" queue, you will want something like this: bugs: "|/opt/rt3/bin/rt-mailgate --queue bugs --action correspond --url http://rt.mycorp.com/" bugs-comment: "|/opt/rt3/bin/rt-mailgate --queue bugs --action comment --url http://rt.mycorp.com/" Note that you don't have to run your RT server on your mail server, as the mail gateway will happily relay to a different machine. =head1 CUSTOMIZATION By default, the mail gateway will accept mail from anyone. However, there are situations in which you will want to authenticate users before allowing them to communicate with the system. You can do this via a plug-in mechanism in the RT configuration. You can set the array C<@RT::MailPlugins> to be a list of plugins. The default plugin, if this is not given, is C - that is, authentication of the person is done based on the C header of the email. If you have additional filters or authentication mechanisms, you can list them here and they will be called in order: @RT::MailPlugins = ( "Filter::SpamAssassin", "Auth::LDAP", # ... ); See the documentation for any additional plugins you have. You may also put Perl subroutines into the C<@RT::MailPlugins> array, if they behave as described below. =head1 WRITING PLUGINS What's actually going on in the above is that C<@RT::MailPlugins> is a list of Perl modules; RT prepends C to the name, to form a package name, and then C's this module. The module is expected to provide a C subroutine, which takes a hash of several parameters: =over 4 =item Message A C object representing the email =item CurrentUser An C object =item AuthStat The authentication level returned from the previous plugin. =item Ticket [OPTIONAL] The ticket under discussion =item Queue [OPTIONAL] If we don't already have a ticket id, we need to know which queue we're talking about =item Action The action being performed. At the moment, it's one of "comment" or "correspond" =back 4 It returns two values, the new C object, and the new authentication level. The authentication level can be zero, not allowed to communicate with RT at all, (a "permission denied" error is mailed to the correspondent) or one, which is the normal mode of operation. Additionally, if C<-1> is returned, then the processing of the plug-ins stops immediately and the message is ignored. =cut --------------------------------------------- -- 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 Jason Ledford escreveu: > I sort followed this guide http://www.debianadmin.com/howto-setup-request-tracker-36-on-debian-etch.html and other guides that are very similar. > > The fetchmail part I think is what you are looking for. Fetchmail will log onto your mail server via pop3 and download the messages and inject them into RT. > > Here is my relevant fetchmail config: > ************** > poll my.mail.server.com > protocol pop3 uidl > auth password > username "rt-support" password "somepassword" > mda "/usr/bin/rt-mailgate-3.8 --queue MYQUEUENAME --action correspond --url http://rt.f.q.d.n/rt/" > no keep > ************* > > I added the * to try and highlight that specific part. Are you using fetchmail or how are you injecting messages into RT? > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Wagner Pereira > Sent: Tuesday, January 26, 2010 9:50 AM > To: RT-Users at lists.bestpractical.com > Subject: [rt-users] I give up! > > Ok, I admit: I'm lost! > > Since I've installed RT on my Debian lenny, it is running perfectly, OK. > > But, I really can't create a ticket via e-mail message. The more I edit > the necessary files for it, the more I am lost! > > My scenario is: > > Mail server: Debian 4.0 etch - running Courier-MTA > RT server: Debian 5.0 lenny > > What should I do? What could you guys suggest me? > > From wpereira at pop-sp.rnp.br Tue Jan 26 13:26:26 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Tue, 26 Jan 2010 16:26:26 -0200 Subject: [rt-users] I give up! In-Reply-To: <2c6cf52a1001261001i1e7fdf2dxb84c1b8d05ae10b9@mail.gmail.com> References: <4B5F0124.9060808@pop-sp.rnp.br> <435CB3214F92FD4E8E5CEEB86A20440240F9369A6A@MAILBOX.tbcnet.biltmore.com> <4B5F252E.4070703@pop-sp.rnp.br> <2c6cf52a1001261001i1e7fdf2dxb84c1b8d05ae10b9@mail.gmail.com> Message-ID: <4B5F33D2.8070308@pop-sp.rnp.br> Mauricio (and Jason), I've implemented this model drawed on: http://twitpic.com/z33rr/full That means I haven't the fetchmail as an other layer in my infrastructure; in both sides I wrote aliases to delivery the messages, either from mail server (Courier) to RT server (Postfix) and from Postfix to rt-mailgate. But it still doesn't work fine. Check my aliases files out below: At the mail server side: # This line delivers the message to RT server (Postfix) which then delivers to rt-mailgate and cares to create the new ticket rt at pop-sp.rnp.br: rt at rtracker.rt.pop-sp.rnp.br And at the RT server side: rt: "|/usr/bin/rt-mailgate-3.6 --queue general --action correspond --url https://rtracker.rt.pop-sp.rnp.br/rt/ --debug" Hugs, -- 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 Mauricio Tavares escreveu: > On Tue, Jan 26, 2010 at 12:23 PM, Wagner Pereira wrote: > >> Hi, Jason. >> >> Mauricio Tavares asked me the same, in a previous message, and below is >> my answer. >> >> Some colleagues suggested me don't use fetchmail, because this would >> make the scenario more complex than the necessary. >> >> > [...] > Wagner (and Jason), > > I run RT in an ubuntu 9.04 box (actually a VM but hey). I looked > in my docs and did not had to edit rt-mailgate. I too use fetchmail; > my /etc/fetchmailrc looks like this > > set syslog; > set daemon 30; > > poll "mail.domain.com" > with protocol imap > username rt password weak_password > mda "/usr/bin/perl /usr/bin/rt-mailgate --url http://localhost/ \ > --queue support --action correspond" > > and I set it up to start as daemon using /etc/default/fetchmail > > # This file will be used to declare some vars for fetchmail > # > # Uncomment the following if you don't want localized log messages > # export LC_ALL=C > > # If you want to specify any additional OPTION to the start > # scripts specify them here > # OPTIONS=... > > # Declare here if we want to start fetchmail. 'yes' or 'no' > START_DAEMON=yes > # > > That is fine but right now who cares? Most important line from > everything I've written above is > > mda "/usr/bin/perl /usr/bin/rt-mailgate --url http://localhost/ \ > --queue support --action correspond" > > This is the line that grabs the mail fetchmail has retrieved from our > mail server and sends to rt. So, what if you run that very same perl > command (in quotes), piping the test mail to it? I just want to see if > you can feed the test email to rt. If that works, we can then worry > about getting the mail from the mail server. > From wpereira at pop-sp.rnp.br Tue Jan 26 14:39:52 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Tue, 26 Jan 2010 17:39:52 -0200 Subject: [rt-users] mail.log 403 Forbidden Message-ID: <4B5F4508.3040709@pop-sp.rnp.br> Hi, folks. What does 403 Forbidden mean in this log? Jan 26 17:26:43 rtracker postfix/smtpd[2263]: connect from kliper.pop-sp.rnp.br[200.133.192.62] Jan 26 17:26:44 rtracker postfix/smtpd[2263]: 0C43224FC1: client=kliper.pop-sp.rnp.br[200.133.192.62] Jan 26 17:26:44 rtracker postfix/cleanup[2268]: 0C43224FC1: message-id=<4B5F41D2.5060807 at pop-sp.rnp.br> Jan 26 17:26:44 rtracker postfix/qmgr[2112]: 0C43224FC1: from=, size=762, nrcpt=1 (queue active) Jan 26 17:26:45 rtracker postfix/local[2269]: 0C43224FC1: to=, relay=local, delay=1, delays=0.05/0.01/0/0.98, dsn=4.3.0, status=deferred (temporary failure. Command output: Connecting to https://rtracker.rt.pop-sp.rnp.br/rt//REST/1.0/NoAuth/mail-gateway at /usr/bin/rt-mailgate-3.6 line 102, <> line 1. An Error Occurred ================= 403 Forbidden This is /usr/bin/rt-mailgate-3.6 exiting because of an undefined server error at /usr/bin/rt-mailgate-3.6 line 150, <> line 1. ) Jan 26 17:26:45 rtracker postfix/qmgr[2112]: 0C43224FC1: from=, size=762, nrcpt=1 (queue active) Jan 26 17:26:45 rtracker postfix/local[2269]: 0C43224FC1: to=, relay=local, delay=1.3, delays=1.1/0/0/0.25, dsn=4.3.0, status=deferred (temporary failure. Command output: Connecting to https://rtracker.rt.pop-sp.rnp.br/rt//REST/1.0/NoAuth/mail-gateway at /usr/bin/rt-mailgate-3.6 line 102, <> line 1. An Error Occurred ================= 403 Forbidden This is /usr/bin/rt-mailgate-3.6 exiting because of an undefined server error at /usr/bin/rt-mailgate-3.6 line 150, <> line 1. ) Jan 26 17:27:44 rtracker postfix/smtpd[2263]: disconnect from kliper.pop-sp.rnp.br[200.133.192.62] -- 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 stroke_of_death at yahoo.com Tue Jan 26 14:44:45 2010 From: stroke_of_death at yahoo.com (Sean) Date: Tue, 26 Jan 2010 11:44:45 -0800 (PST) Subject: [rt-users] Linked custom field question Message-ID: <998815.22618.qm@web58704.mail.re1.yahoo.com> All, Using RT 3.8.6 I have a custom field called "Area" - It's a "Select one" type. I see a list of Areas. I have a second custom field called "Sub-Area" - It's a "Select one" type and values are based on the above "Area" When I select an area, the "Sub-Area" has a drop-down where the values change based on the "Area" chosen - SO FAR SO GOOD - The problem is this - I select an area, then select a sub area and click update. The area and sub-area are set as indicated. If I look at the main page for the ticket, it shows what I have selected. However, if you go back to the "Basics" page - while the Area shows what I have selected, the "Sub-Area" drop down reverts back to "(no value)" even though a value is set for the ticket. This can be confusing to some. The drop down is dynamic based on the area chosen obviously - so Im not sure if this is just something we would have to live with, or if it is a code change somewhere that could be made such that the drop down reflects what has been selected? Thanks. From T.Mitchell at F5.com Tue Jan 26 14:52:27 2010 From: T.Mitchell at F5.com (Tim Mitchell) Date: Tue, 26 Jan 2010 11:52:27 -0800 Subject: [rt-users] Upgrade and migration questions In-Reply-To: <4B5F4508.3040709@pop-sp.rnp.br> References: <4B5F4508.3040709@pop-sp.rnp.br> Message-ID: <4AA68B376A5F67439C2A13D4D7DD8BDA017A570C8B@exch10.olympus.f5net.com> Does anyone have a link that will let me know if I can go from 3.4.4 to 3.8.4 directly? System is Ubuntu v6.06 LTS + Postgresql 7.4 Also any advice about moving from Postgresql to Mysql either before or after the upgrade? Thanks! -TM From ktm at rice.edu Tue Jan 26 15:12:34 2010 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 26 Jan 2010 14:12:34 -0600 Subject: [rt-users] Upgrade and migration questions In-Reply-To: <4AA68B376A5F67439C2A13D4D7DD8BDA017A570C8B@exch10.olympus.f5net.com> References: <4B5F4508.3040709@pop-sp.rnp.br> <4AA68B376A5F67439C2A13D4D7DD8BDA017A570C8B@exch10.olympus.f5net.com> Message-ID: <20100126201234.GI1221@it.is.rice.edu> On Tue, Jan 26, 2010 at 11:52:27AM -0800, Tim Mitchell wrote: > Does anyone have a link that will let me know if I can go from 3.4.4 to 3.8.4 directly? System is Ubuntu v6.06 LTS + Postgresql 7.4 > > Also any advice about moving from Postgresql to Mysql either before or after the upgrade? > > Thanks! > -TM > Hi Tim, We went from 3.4.5pre1 to 3.8.5, RHEL3 -> RHEL5, PostgreSQL 7.4 -> PostgreSQL 8.4. It went pretty smoothly following the documented upgrade steps. The more tedious part was double checking any local modifications to validate whether they were still needed and to be certain that the functionality still worked post upgrade. Moving from PostgreSQL -> MySQL will need a little bit more work. I think that there is a wiki article and possibly some tools to help with this process. I do have a question for you. Why are you moving from PostgreSQL to MySQL instead of updating to the current PostgreSQL release? For one thing, PostgreSQL will allow you to use full text indexing to dramatically improve the performance of full content searching within your tickets and RTFM articles. This functionality is also available with the Oracle backend. Is there some problem you are trying to address? Cheers, Ken From mneuschafer at nationalstoresinc.com Tue Jan 26 15:11:46 2010 From: mneuschafer at nationalstoresinc.com (Michael Neuschafer) Date: Tue, 26 Jan 2010 12:11:46 -0800 Subject: [rt-users] Custom Field mandatory text Message-ID: <323E0713A7B4BB448FE88038747ABBAC05563389@hqsvr03.nationalmail> Is there a way to hide custom fields nasty red font and text that says mandatory? I want the input to be mandatory but I don't want it to visually say it underneath the custom field. Thanks, Michael Neuschafer PC Support Specialist National Stores Inc. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mneuschafer at nationalstoresinc.com Tue Jan 26 15:14:51 2010 From: mneuschafer at nationalstoresinc.com (Michael Neuschafer) Date: Tue, 26 Jan 2010 12:14:51 -0800 Subject: [rt-users] Hide "The RT System itself" in History Message-ID: <323E0713A7B4BB448FE88038747ABBAC0556338B@hqsvr03.nationalmail> Is there a way to hide or not show in the RT history "The RT System itself" makes history look messy. Thanks, Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Tue Jan 26 15:24:14 2010 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 26 Jan 2010 14:24:14 -0600 Subject: [rt-users] Hide "The RT System itself" in History In-Reply-To: <323E0713A7B4BB448FE88038747ABBAC0556338B@hqsvr03.nationalmail> References: <323E0713A7B4BB448FE88038747ABBAC0556338B@hqsvr03.nationalmail> Message-ID: <20100126202414.GJ1221@it.is.rice.edu> On Tue, Jan 26, 2010 at 12:14:51PM -0800, Michael Neuschafer wrote: > Is there a way to hide or not show in the RT history "The RT System > itself" makes history look messy. > > > > Thanks, > > > > Michael Neuschafer > > PC Support Specialist > > National Stores Inc. > > (310) 436 - 2150 > > Hi Michael, Try something like: http://wiki.bestpractical.com/view/HideTransactions Cheers, Ken From falcone at bestpractical.com Tue Jan 26 15:49:56 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 26 Jan 2010 15:49:56 -0500 Subject: [rt-users] Upgrade 3.6.5->3.8.7: Duplicate entry '' for key 2 In-Reply-To: <4B5F1E26.8010400@thingy.com> References: <4B5F1E26.8010400@thingy.com> Message-ID: <20100126204956.GA737@jibsheet.com> On Tue, Jan 26, 2010 at 04:53:58PM +0000, Howard Jones wrote: > I've been doing a test migration from RT 3.6.5 to 3.8.7 on a spare VM, > prior to doing it on our live server. I noticed there were a lot of db > changes, and wanted to be sure that it would all be smooth, and that I > knew how long it would be down. Good thing I did, because while running > the schema update script produced by upgrade-mysql-schema.pl, I get: > > ERROR 1062 (23000): Duplicate entry '' for key 2 > > After breaking all the ALTER statements into single changes, the > offending one is the very last one: > ALTER TABLE Users MODIFY Name VARCHAR(200) CHARACTER SET utf8 NOT > NULL DEFAULT ''; > > I have only one user with a name of ''. I have changed that to > 'randomstring', and I still get this error. As I understand it, it's to > do with how mysql transliterates from one character set to another. So > how can I figure out which of my 35000 usernames will transliterate to > an empty string? No doubt the users in question are spammers, but I > still need to find them to fix them... Temporarily drop the unique constraint on Name and rerun the conversion, then look for duplicated usernames / usernames that are blank. That'll give you an id that you can use to clean up the name in the original content before you do your final cutover. > Also, am I right to assume that it's OK to just change the Name field? > It's the ID that is used elsewhere, right? As long as you don't violate the unique constraint it is fine to change the Name -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Jan 26 16:01:28 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 26 Jan 2010 16:01:28 -0500 Subject: [rt-users] Custom Field mandatory text In-Reply-To: <323E0713A7B4BB448FE88038747ABBAC05563389@hqsvr03.nationalmail> References: <323E0713A7B4BB448FE88038747ABBAC05563389@hqsvr03.nationalmail> Message-ID: <20100126210128.GB737@jibsheet.com> On Tue, Jan 26, 2010 at 12:11:46PM -0800, Michael Neuschafer wrote: > Is there a way to hide custom fields nasty red font and text that says mandatory? I want the > input to be mandatory but I don't want it to visually say it underneath the custom field. > Use css to style .cfinvalidfield however you want it -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From mneuschafer at nationalstoresinc.com Tue Jan 26 16:03:38 2010 From: mneuschafer at nationalstoresinc.com (Michael Neuschafer) Date: Tue, 26 Jan 2010 13:03:38 -0800 Subject: [rt-users] Hide "The RT System itself" in History In-Reply-To: <20100126202414.GJ1221@it.is.rice.edu> References: <323E0713A7B4BB448FE88038747ABBAC0556338B@hqsvr03.nationalmail> <20100126202414.GJ1221@it.is.rice.edu> Message-ID: <323E0713A7B4BB448FE88038747ABBAC055633AF@hqsvr03.nationalmail> Thanks, That helped and made the history look so much better than before. Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 -----Original Message----- From: Kenneth Marshall [mailto:ktm at rice.edu] Sent: Tuesday, January 26, 2010 12:24 PM To: Michael Neuschafer Cc: RT-Users at lists.bestpractical.com Subject: Re: [rt-users] Hide "The RT System itself" in History On Tue, Jan 26, 2010 at 12:14:51PM -0800, Michael Neuschafer wrote: > Is there a way to hide or not show in the RT history "The RT System > itself" makes history look messy. > > > > Thanks, > > > > Michael Neuschafer > > PC Support Specialist > > National Stores Inc. > > (310) 436 - 2150 > > Hi Michael, Try something like: http://wiki.bestpractical.com/view/HideTransactions Cheers, Ken From curtisb at vianet.ca Tue Jan 26 15:50:45 2010 From: curtisb at vianet.ca (Curtis Bruneau) Date: Tue, 26 Jan 2010 15:50:45 -0500 Subject: [rt-users] Upgrade 3.6.5->3.8.7: Duplicate entry '' for key 2 In-Reply-To: <4B5F1E26.8010400@thingy.com> References: <4B5F1E26.8010400@thingy.com> Message-ID: <4B5F55A5.8040705@vianet.ca> This is due to the UTF8 collation recognizing accents as being the same. The old latin collation saw them as unique. There's no real fix other then going utf8_binary but that would make everything case sensitive. Basically latin1 in mysql is "CI_AS" and utf8 is "CI_AI". For me it was the email field that had a unique index preventing it, emails aren't suppose to have accents so you could convert them to the bare character. Curtis Howard Jones wrote: > I've been doing a test migration from RT 3.6.5 to 3.8.7 on a spare VM, > prior to doing it on our live server. I noticed there were a lot of db > changes, and wanted to be sure that it would all be smooth, and that I > knew how long it would be down. Good thing I did, because while running > the schema update script produced by upgrade-mysql-schema.pl, I get: > > ERROR 1062 (23000): Duplicate entry '' for key 2 > > After breaking all the ALTER statements into single changes, the > offending one is the very last one: > ALTER TABLE Users MODIFY Name VARCHAR(200) CHARACTER SET utf8 NOT > NULL DEFAULT ''; > > I have only one user with a name of ''. I have changed that to > 'randomstring', and I still get this error. As I understand it, it's to > do with how mysql transliterates from one character set to another. So > how can I figure out which of my 35000 usernames will transliterate to > an empty string? No doubt the users in question are spammers, but I > still need to find them to fix them... > > Also, am I right to assume that it's OK to just change the Name field? > It's the ID that is used elsewhere, right? > > Thanks, > > Howie > _______________________________________________ > 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 Jan 26 17:35:56 2010 From: mneuschafer at nationalstoresinc.com (Michael Neuschafer) Date: Tue, 26 Jan 2010 14:35:56 -0800 Subject: [rt-users] Custom Field Validation Message-ID: <323E0713A7B4BB448FE88038747ABBAC0567AE2F@hqsvr03.nationalmail> Does anybody understand or have more information on Custom field validation? What is (?#mandatory) Can I modify this to cross reference the data inputted? Like look for certain numbers? Like validate numbers entered 1-100 anything past that do not create ticket? Thanks, Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Tue Jan 26 18:03:54 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Tue, 26 Jan 2010 15:03:54 -0800 Subject: [rt-users] Question on added status values Message-ID: <4B5F74DA.3090204@lbl.gov> To list, We are on RT 3.6.4 and testing 3.8.7. We added two ticket status values in 3.6.4 by modifying the RT_SiteConfig.pm file. It worked fine. I did the same for our 3.8.7 version and I cannot see those values. Is there something else I have to do to make those values available? Thanks. Kenn LBNL From mneuschafer at nationalstoresinc.com Tue Jan 26 18:22:14 2010 From: mneuschafer at nationalstoresinc.com (Michael Neuschafer) Date: Tue, 26 Jan 2010 15:22:14 -0800 Subject: [rt-users] Make requester field blank on opening a ticket Message-ID: <323E0713A7B4BB448FE88038747ABBAC0567AE40@hqsvr03.nationalmail> Is there a way to make requester field blank on opening a ticket. When I go and create a ticket my email addy is in the requester field. Thanks, Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ed_santora at harvard.edu Tue Jan 26 20:21:43 2010 From: ed_santora at harvard.edu (Ed Santora) Date: Tue, 26 Jan 2010 20:21:43 -0500 Subject: [rt-users] RT::Authen::ExternalAuth LDAP group filter Message-ID: <737629BD064FB628D4A6CC1F@dceeas6.local> Hello, I just upgraded to 3.8.7 with RT::Authen::ExternalAuth v0.08 I'm trying to restrict RT users to LDAP users in one group. When I set: 'group' => 'cn=group,ou=group,dc=my,dc=domain,dc=edu' and 'group_attr' => 'memberUid' I see it query my LDAP server with (memberUid=uid=user,ou=people,dc=my,dc=domain,dc=com) instead of (memberUid=user). Is there a way to have it use just the 'username' instead of the user's full dn without changind RT::Authen::ExternalAuth::LDAP? If I comment out 'group' and 'group_attr' LDAP auth works fine, but any valid LDAP user can log in. Thanks! -Ed From praveen.velu at hotmail.com Wed Jan 27 00:26:35 2010 From: praveen.velu at hotmail.com (Praveen C) Date: Wed, 27 Jan 2010 10:56:35 +0530 Subject: [rt-users] Adding Tickets forward information to History Message-ID: Hi How can I add ticket forwarding information to RT ticket history. Currently history is showing only transactions reply,resolve and comments Is it possible to add email forward information to ticket history ?? Thanks for your help in advance -Praveen- _________________________________________________________________ Windows 7: Simplify what you do everyday. Find the right PC for you. http://windows.microsoft.com/shop -------------- next part -------------- An HTML attachment was scrubbed... URL: From Avenger1 at atlas.sk Wed Jan 27 03:06:40 2010 From: Avenger1 at atlas.sk (Miroslav Horvath) Date: Wed, 27 Jan 2010 00:06:40 -0800 (PST) Subject: [rt-users] users do not see All latest unowned tickets, just few Message-ID: <27335366.post@talk.nabble.com> Hello. We have some small issue, and we don't know how to fix it. In RT 3.8.4, we have 10 Queues, for different support teams. Each support team is able to see only his tickets and his queue. Now the example: In the RT we have 300 unowned tickets together, within all support teams. And now, when some agent from some team logs into RT, he does see only for example 2 new tickets in the "30 newest unowned tickets" even if he should see 10. The problem is, that in the 30 newest unowned tickets there are 30 tickets from all queues. Me as an admin, I can see all tickets, and the users should see only their last 30 unowned tickets on the home page. But it works now like this. The agent see only 2 on the main page, and when he clicks on the link on "30 newest unowned tickets", on the page he see next 4 tickets, but on the bottom there are 10 pages, so when he clicks on next page, he see another 2, and so ... How to set the RT so, that each support team will see their last 30 unowned tickets on the main page which will not be affected by another unowned tickets from other teams. So if there is together 300 unonwned tickets for all teams, then each team will be able to see last 30 tickets on main page. See the pictures below. On the main page we see 2 tickets, but hittint the 30 tickets we got search result, where it found 752 tickets, but those are tickets from other teams, and those 7 other tickets even they are not owned and not very old are not displayed on main page. http://old.nabble.com/file/p27335366/Snap1.jpg Snap1.jpg http://old.nabble.com/file/p27335366/Snap2.jpg Snap2.jpg Here is the picture from my view, as an ADMIN. So I see all tickets (also all last 30 tickets) and all queues. http://old.nabble.com/file/p27335366/Snap3.jpg Snap3.jpg -- View this message in context: http://old.nabble.com/users-do-not-see-All-latest-unowned-tickets%2C-just-few-tp27335366p27335366.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ruslan.zakirov at gmail.com Wed Jan 27 03:17:54 2010 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 27 Jan 2010 11:17:54 +0300 Subject: [rt-users] users do not see All latest unowned tickets, just few In-Reply-To: <27335366.post@talk.nabble.com> References: <27335366.post@talk.nabble.com> Message-ID: <589c94401001270017j34e4a421g162dce85e0979873@mail.gmail.com> Hello, Mirosalv. Read carefuly description of the UseSQLForACLChecks option in the config. In some cases I suspect it can slow down system and in some it can greatly improve. If your case is slowdown then we would like to know more about your setup and may be would be able to fix. On Wed, Jan 27, 2010 at 11:06 AM, Miroslav Horvath wrote: > > Hello. We have some small issue, and we don't know how to fix it. > > In RT 3.8.4, we have 10 Queues, for different support teams. Each support > team is able to see only his tickets and his queue. > > Now the example: In the RT we have 300 unowned tickets together, within all > support teams. > > And now, when some agent from some team logs into RT, he does see only for > example 2 new tickets in the "30 newest unowned tickets" ?even if he should > see 10. > > The problem is, that in the 30 newest unowned tickets there are 30 tickets > from all queues. Me as an admin, I can see all tickets, and the users should > see only their last 30 unowned tickets on the home page. > > But it works now like this. The agent see only 2 on the main page, and when > he clicks on the link on "30 newest unowned tickets", on the page he see > next 4 tickets, but on the bottom there are 10 pages, so when he clicks on > next page, he see another 2, and so ... > > How to set the RT so, that each support team will see their last 30 unowned > tickets on the main page which will not be affected by another unowned > tickets from other teams. So if there is together 300 unonwned tickets for > all teams, then each team will be able to see last 30 tickets on main page. > > See the pictures below. On the main page we see 2 tickets, but hittint the > 30 tickets we got search result, where it found 752 tickets, but those are > tickets from other teams, and those 7 other tickets even they are not owned > and not very old are not displayed on main page. > > http://old.nabble.com/file/p27335366/Snap1.jpg Snap1.jpg > http://old.nabble.com/file/p27335366/Snap2.jpg Snap2.jpg > > Here is the picture from my view, as an ADMIN. So I see all tickets (also > all last 30 tickets) and all queues. > http://old.nabble.com/file/p27335366/Snap3.jpg Snap3.jpg > -- > View this message in context: http://old.nabble.com/users-do-not-see-All-latest-unowned-tickets%2C-just-few-tp27335366p27335366.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 > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed Jan 27 03:25:12 2010 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 27 Jan 2010 11:25:12 +0300 Subject: [rt-users] Question on added status values In-Reply-To: <4B5F74DA.3090204@lbl.gov> References: <4B5F74DA.3090204@lbl.gov> Message-ID: <589c94401001270025i7f3b015es9a9cd87eef7ef93e@mail.gmail.com> On Wed, Jan 27, 2010 at 2:03 AM, Ken Crocker wrote: > To list, > > We are on RT 3.6.4 and testing 3.8.7. We added two ticket status values > in 3.6.4 by modifying the RT_SiteConfig.pm file. It worked fine. I did > the same for our 3.8.7 version and I cannot see those values. Is there > something else I have to do to make those values available? No, there is no additional steps required. Except server restart. Syntax for the config is slightly different. > > 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 > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed Jan 27 03:23:31 2010 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 27 Jan 2010 11:23:31 +0300 Subject: [rt-users] Make requester field blank on opening a ticket In-Reply-To: <323E0713A7B4BB448FE88038747ABBAC0567AE40@hqsvr03.nationalmail> References: <323E0713A7B4BB448FE88038747ABBAC0567AE40@hqsvr03.nationalmail> Message-ID: <589c94401001270023j7af7b6a0gbe02deccc4273ade@mail.gmail.com> On Wed, Jan 27, 2010 at 2:22 AM, Michael Neuschafer wrote: > Is there a way to make requester field blank on opening a ticket.? When I go > and create a ticket my email addy is in the requester field. Hello, Mechael. With a tiny hack in share/html/Create.html, grep for Requestors. I think it's abvious what you should delete there. > Thanks, -- Best regards, Ruslan. From Avenger1 at atlas.sk Wed Jan 27 04:41:35 2010 From: Avenger1 at atlas.sk (Miroslav Horvath) Date: Wed, 27 Jan 2010 01:41:35 -0800 (PST) Subject: [rt-users] users do not see All latest unowned tickets, just few In-Reply-To: <589c94401001270017j34e4a421g162dce85e0979873@mail.gmail.com> References: <27335366.post@talk.nabble.com> <589c94401001270017j34e4a421g162dce85e0979873@mail.gmail.com> Message-ID: <27335618.post@talk.nabble.com> Hi Russlan. Thanks for the help, especially from the guy who helped our company in the y2009, when've made an order and paid for a single incident in RT :-) So now, we set this SQL to 1, the results are now fixed, which is excelent. There is no performance degradation or other issues, so it's fine. Just for overview(maybe that's the reason why there's no performance degradation): System: Fedora CORE 8, kernel 2.6.26, 64 bit 2.6.26.8-57.fc8 #1 SMP Thu Dec 18 18:59:49 EST 2008 x86_64 x86_64 x86_64 GNU/Linux SQL: mysql Ver 14.12 Distrib 5.0.45, for redhat-linux-gnu (x86_64) using readline 5.0 Server: HP DL380G5, Intel Xeon E5450 64bit Quad Core 3Ghz, 16GB RAM 2x HP146GB 10k 2.5 SAS HDD in RAID 1+0. -- View this message in context: http://old.nabble.com/users-do-not-see-All-latest-unowned-tickets%2C-just-few-tp27335366p27335618.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From wpereira at pop-sp.rnp.br Wed Jan 27 06:16:57 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Wed, 27 Jan 2010 09:16:57 -0200 Subject: [rt-users] 403 Forbidden Message-ID: <4B6020A9.4000404@pop-sp.rnp.br> Hi, fellows. Any idea what that means? (Excerpt from my mail.log) temporary failure. Command output: Connecting to https://rtracker.rt.pop-sp.rnp.br/rt//REST/1.0/NoAuth/mail-gateway at /usr/bin/rt-mailgate-3.6 line 102, <> line 1. An Error Occurred ================= 403 Forbidden This is /usr/bin/rt-mailgate-3.6 exiting because of an undefined server error at /usr/bin/rt-mailgate-3.6 line 150, <> line 1. Hugs, -- 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 wpereira at pop-sp.rnp.br Wed Jan 27 06:44:31 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Wed, 27 Jan 2010 09:44:31 -0200 Subject: [rt-users] New error in mail.log Message-ID: <4B60271F.90004@pop-sp.rnp.br> Hey, folks. Can someone help me out? I've changed the /etc/aliases file, pointing to the right path, I guess, and now: Jan 27 09:41:04 rtracker postfix/smtpd[3789]: connect from kliper.pop-sp.rnp.br[200.133.192.62] Jan 27 09:41:04 rtracker postfix/smtpd[3789]: 6BE8D24FD7: client=kliper.pop-sp.rnp.br[200.133.192.62] Jan 27 09:41:04 rtracker postfix/cleanup[3792]: 6BE8D24FD7: message-id=<4B60262F.1060104 at pop-sp.rnp.br> Jan 27 09:41:04 rtracker postfix/qmgr[2112]: 6BE8D24FD7: from=, size=762, nrcpt=1 (queue active) Jan 27 09:41:04 rtracker postfix/local[3793]: 6BE8D24FD7: to=, relay=local, delay=0.13, delays=0.06/0/0/0.06, dsn=5.3.0, status=bounced (Command died with status 2: "/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway --queue general --action correspond --url https://rtracker.rt.pop-sp.rnp.br/rt/ --debug". Command output: /usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway: line 1: fg: no job control /usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway: line 2: fg: no job control /usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway: line 3: fg: no job control /usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway: line 4: fg: no job control /usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway: line 5: syntax error near unexpected token `(' /usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway: line 5: `%# This software is Copyright (c) 1996-2008 Best Practical Solutions, LLC ' ) Jan 27 09:41:04 rtracker postfix/cleanup[3792]: 87D4724FDE: message-id=<20100127114104.87D4724FDE at rtracker.rt.pop-sp.rnp.br> Jan 27 09:41:04 rtracker postfix/qmgr[2112]: 87D4724FDE: from=<>, size=4221, nrcpt=1 (queue active) Jan 27 09:41:04 rtracker postfix/bounce[3804]: 6BE8D24FD7: sender non-delivery notification: 87D4724FDE Jan 27 09:41:04 rtracker postfix/qmgr[2112]: 6BE8D24FD7: removed Jan 27 09:41:04 rtracker postfix/smtp[3806]: 87D4724FDE: to=, relay=kliper.pop-sp.rnp.br[200.133.192.62]:25, delay=0.16, delays=0.01/0.05/0.01/0.09, dsn=2.0.0, status=sent (250 Ok. 4B602650.00004CCC) Jan 27 09:41:04 rtracker postfix/qmgr[2112]: 87D4724FDE: removed Jan 27 09:42:04 rtracker postfix/smtpd[3789]: disconnect from kliper.pop-sp.rnp.br[200.133.192.62] Thanks 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 wpereira at pop-sp.rnp.br Wed Jan 27 07:29:54 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Wed, 27 Jan 2010 10:29:54 -0200 Subject: [rt-users] mail-gateway Message-ID: <4B6031C2.80607@pop-sp.rnp.br> Hi, Where should I point my /etc/aliases for? |/usr/bin/rt-mailgate-3.6 or |/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway In each one of them I get a different log in mail.log -- 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 torsten.brumm at Kuehne-Nagel.com Wed Jan 27 07:57:42 2010 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Wed, 27 Jan 2010 13:57:42 +0100 Subject: [rt-users] mail-gateway In-Reply-To: <4B6031C2.80607@pop-sp.rnp.br> References: <4B6031C2.80607@pop-sp.rnp.br> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394028197FA@w3hamboex11.ger.win.int.kn> rt-mailgate is correct should look like this: local.mailpart: "|/path/to/your/rt/bin/rt-mailgate --queue CorrectQueueName --action correspond --url http://your.rt.com" Torsten Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnett?, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne -----Urspruengliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Wagner Pereira Gesendet: Mittwoch, 27. Januar 2010 13:30 An: RT-Users at lists.bestpractical.com Betreff: [rt-users] mail-gateway Hi, Where should I point my /etc/aliases for? |/usr/bin/rt-mailgate-3.6 or |/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway In each one of them I get a different log in mail.log -- 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 _______________________________________________ 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 jarno.huuskonen at uef.fi Wed Jan 27 07:56:05 2010 From: jarno.huuskonen at uef.fi (Jarno Huuskonen) Date: Wed, 27 Jan 2010 14:56:05 +0200 Subject: [rt-users] Adding comment on "On Create" ? Message-ID: <20100127125605.GD19945@lossi76.uku.fi> Hi, I'm trying to modify "On Create Autoreply To Requestors" scrip to detect invalid email addresses and disable autoreply for those tickets (we have bunch of web-forms -> buggy addresses). What I have now is basically something like this (I also check that the queue is where I want to have autoreply): if ($self->TransactionObj->Type ne 'Create') { return 0; } # Extract requestor address my $requestor = lc($self->TicketObj->RequestorAddresses); # Empty requestor if (! defined($requestor)) { return 1; } my $addrok = 0; eval { use Email::Valid; $addrok = Email::Valid->address( -address => $requestor, -mxcheck => 1, -tldcheck => 1, -fqdn => 1 ); }; # Eval failed ... what to do ? if ($@) { return 1; } if (!$addrok) { $RT::Logger->info("No autoreply (invalid address) for ticket #". $self->TicketObj->id ." in queue '". $self->TicketObj->QueueObj->Name . "'"); return 0; } return 1; This seems to work OK, but I'd like to know if it's possible to add a comment ("Possibly invalid email, please check") to the ticket (and not send an autoreply). Sorry if this has been answered before, but I haven't found a solution yet. -Jarno -- Jarno Huuskonen From rfh at vialtus.com Wed Jan 27 08:45:16 2010 From: rfh at vialtus.com (Raed El-Hames) Date: Wed, 27 Jan 2010 13:45:16 +0000 Subject: [rt-users] local customisation of Tickets_Overlay.pm Message-ID: <4B60436C.2070909@vialtus.com> Hi; mod_perl2,apache2,rt-3.8.7 and mysql5 I need to add a key in the %FIELD_METADATA hash (with Tickets_Overlay.pm), I expected to be able to customise this as per the usual, ie -Create local/RT/Tickets_Vendor.pm -Copy our %FIELD_METADATA = ( ); -Copy %dispatch - Copy sub FIELDS { return \%FIELD_METADATA } sub dispatch { return \%dispatch } sub can_bundle { return \%can_bundle } and add my fields within the %FIELD_METADATA hash , My field need a dispatch method which I added to %dispatch and created the function. But this is not working for me, if I add my new key to the %FIELD_METADATA hash in lib/RT/Tickets_Overlay.pm everything works, but its not working from my local Vendor version, Any pointers will be appreciated. Regards; Roy From cgarcia at ific.uv.es Wed Jan 27 08:49:30 2010 From: cgarcia at ific.uv.es (Carlos Garcia Montoro) Date: Wed, 27 Jan 2010 14:49:30 +0100 Subject: [rt-users] Is there an easy way to disable attach files? In-Reply-To: <20100104195029.GF3556@jibsheet.com> References: <4B31F111.3080704@ific.uv.es> <20091223143137.GM867@jibsheet.com> <4B41A332.9040007@ific.uv.es> <20100104195029.GF3556@jibsheet.com> Message-ID: <4B60446A.4020302@ific.uv.es> Kevin, Some time ago I asked the list if it is possible to disable the upload of attached files. You suggested to set MaxAttachmentSize to 1 and to define DropLongAttachments. I committed to you that it works, but actually it doesn't. This configuration prevents the upload of files, but it also prevents to write any message in tickets (at least when the rich text editor is activated). Just in case anybody is interested: In the end I have taken the attached files out of our RT by doing a local version of Ticket/Create.html, Ticket/ModifyAll.html and Ticket/Update.html in which I comment the code related to the upload of files (where the fields and buttons are drawn and where the file is uploaded). Hope to be helpful, Carlos Kevin Falcone wrote: > On Mon, Jan 04, 2010 at 09:13:38AM +0100, Carlos Garcia Montoro wrote: >> Hi Kevin, list, >> >> Sorry for the late answer. I was on holidays... >> >> Your solution works. It prevents to upload files to RT but only if >> DropLongAttachments is defined. The only complain that I have about >> it is that it discard the file silently. The user sees that the >> upload of file has been recorded thus s/he thinks that the file is >> there. Only if s/he clicks the link of the file s/he can read "Large >> attachment dropped". It is not a big issue, but I would rather warm >> before and I probably wouldn't record this failed upload. > > Unfortunately, thats going to require some coding to say that an > error occurred (RT doesn't see it as an error, it just sees it as > trimming your attachment to a byte) > > -kevin > >> Kevin Falcone wrote: >>> On Wed, Dec 23, 2009 at 11:29:37AM +0100, Carlos Garcia Montoro wrote: >>>> Hi, >>>> >>>> I'm being responsible to deploy RT on our institution. My boss >>>> doesn't want to allow the upload of attached files to tickets, so >>>> I'm disabling it. I thought that it would be possible though >>>> etc/RT_SiteConfig.pm. I have set MaxAttachmentSize to 0, but even >>>> with a 0 value the system let me upload files which I can later >>>> retrieve (hence they are on the database). >>> What happens if you set this to 1 instead of 0 and also set >>> DropLongAttachments? >>> >>> -kevin >>> >>>> I now that I can copy every share/html file where there is an >>>> "upload field" to local/html and edit them to remove the code that >>>> shows this field, but that means at least editing 3 pages >>>> (Ticket/Create.html, Ticket/Update.html and Ticket/ModifyAll.html). >>>> Before I continue, I ask myself, and want to ask you, if there is an >>>> easier/better way to disable the upload of files. >>>> >>>> ------------------------------------------------------------------------ >>>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>>> >>>> ------------------------------------------------------------------------ >>>> >>>> Spam detection software, running on the system "hal.ific.uv.es", has >>>> identified this incoming email as possible spam. The original message >>>> has been attached to this so you can view it (if it isn't spam) or label >>>> similar future email. If you have any questions, see >>>> the administrator of that system for details. >>>> >>>> Content preview: On Mon, Jan 04, 2010 at 09:13:38AM +0100, Carlos Garcia >>>> Montoro wrote: > Hi Kevin, list, > > Sorry for the late answer. I was >>>> on holidays... > > Your solution works. It prevents to upload files to >>>> RT but only if > DropLongAttachments is defined. The only complain that >>>> I have about > it is that it discard the file silently. The user sees >>>> that the > upload of file has been recorded thus s/he thinks that the >>>> file is > there. Only if s/he clicks the link of the file s/he can read >>>> "Large > attachment dropped". It is not a big issue, but I would rather >>>> warm > before and I probably wouldn't record this failed upload. [...] >>>> >>>> Content analysis details: (5.5 points, 5.0 required) >>>> >>>> pts rule name description >>>> ---- ---------------------- -------------------------------------------------- >>>> 2.5 FORGED_RCVD_HELO Received: contains a forged HELO >>>> 3.0 KXLINKRR_BODY BODY: Body contains suspicious link >>>> >>>> -- _______ _______________________________________________________________ | __ __ | Carlos Garc?a Montoro Ingeniero Inform?tico |_\_Y_/_| Instituto de F?sica Corpuscular Centro Mixto CSIC - UV |\_] [_/| Servicios Inform?ticos | [_] | Edificio Institutos de Investigaci?n cgarcia at ific.uv.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 963543706 |_______| Espa?a / Spain Fax: +34 963543488 -------------- next part -------------- A non-text attachment was scrubbed... Name: cgarcia.vcf Type: text/x-vcard Size: 441 bytes Desc: not available URL: From dominic.hargreaves at oucs.ox.ac.uk Wed Jan 27 09:45:52 2010 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Wed, 27 Jan 2010 14:45:52 +0000 Subject: [rt-users] Upgrade and migration questions In-Reply-To: <20100126201234.GI1221@it.is.rice.edu> References: <4B5F4508.3040709@pop-sp.rnp.br> <4AA68B376A5F67439C2A13D4D7DD8BDA017A570C8B@exch10.olympus.f5net.com> <20100126201234.GI1221@it.is.rice.edu> Message-ID: <20100127144552.GA4273@gunboat-diplomat.oucs.ox.ac.uk> On Tue, Jan 26, 2010 at 02:12:34PM -0600, Kenneth Marshall wrote: > Moving from PostgreSQL -> MySQL will need a little bit more work. > I think that there is a wiki article and possibly some tools to > help with this process. I do have a question for you. Why are you > moving from PostgreSQL to MySQL instead of updating to the current > PostgreSQL release? For one thing, PostgreSQL will allow you to > use full text indexing to dramatically improve the performance of > full content searching within your tickets and RTFM articles. > This functionality is also available with the Oracle backend. Is > there some problem you are trying to address? Just to note that I assume you're talking about which isn't a standard part of RT yet; I wondered for a while after reading your message whether I'd missed something! It's a shame that the API for SearchBuilder isn't such that you can configure to treat certain columns as full-text-searchable ones rather than have to manually hack it in; makes deployment a little more fiddly. But thanks for mentioning it because I didn't realise that this work had been done and it's something we're interested in! -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: Digital signature URL: From ktm at rice.edu Wed Jan 27 09:58:47 2010 From: ktm at rice.edu (Kenneth Marshall) Date: Wed, 27 Jan 2010 08:58:47 -0600 Subject: [rt-users] Upgrade and migration questions In-Reply-To: <20100127144552.GA4273@gunboat-diplomat.oucs.ox.ac.uk> References: <4B5F4508.3040709@pop-sp.rnp.br> <4AA68B376A5F67439C2A13D4D7DD8BDA017A570C8B@exch10.olympus.f5net.com> <20100126201234.GI1221@it.is.rice.edu> <20100127144552.GA4273@gunboat-diplomat.oucs.ox.ac.uk> Message-ID: <20100127145846.GM1221@it.is.rice.edu> On Wed, Jan 27, 2010 at 02:45:52PM +0000, Dominic Hargreaves wrote: > On Tue, Jan 26, 2010 at 02:12:34PM -0600, Kenneth Marshall wrote: > > > Moving from PostgreSQL -> MySQL will need a little bit more work. > > I think that there is a wiki article and possibly some tools to > > help with this process. I do have a question for you. Why are you > > moving from PostgreSQL to MySQL instead of updating to the current > > PostgreSQL release? For one thing, PostgreSQL will allow you to > > use full text indexing to dramatically improve the performance of > > full content searching within your tickets and RTFM articles. > > This functionality is also available with the Oracle backend. Is > > there some problem you are trying to address? > > Just to note that I assume you're talking about > which isn't > a standard part of RT yet; I wondered for a while after reading your > message whether I'd missed something! > > It's a shame that the API for SearchBuilder isn't such that you can > configure to treat certain columns as full-text-searchable ones rather > than have to manually hack it in; makes deployment a little more > fiddly. > > But thanks for mentioning it because I didn't realise that this work > had been done and it's something we're interested in! > > -- > Dominic Hargreaves, Systems Development and Support Team > Computing Services, University of Oxford Hi Dominic, Yes, that is patch. I actually wrote it based on the Oracle patch that is also in the wiki. If you take a look, the patch is almost ridiculously simply and changes next to nothing in the code because I could leverage the fact that creating a full text search query cleaned up the strings without the need to do it in the RT code base. We run it here and it is worth its weight in gold the first time several users issue a fulltext search simultaneously on anything but the smallest database. I suspect that it is not in the default RT because it is not globally available on all backends. To support that, they would need to stitch in some other search engine to support those functions -- a much, much more complicated option both in lines of code to write and support. As far as "fiddly" goes, many other pieces of a base RT install were way more so than the full text search piece. :) Regards, Ken From falcone at bestpractical.com Wed Jan 27 10:04:42 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 27 Jan 2010 10:04:42 -0500 Subject: [rt-users] Custom Field Validation In-Reply-To: <323E0713A7B4BB448FE88038747ABBAC0567AE2F@hqsvr03.nationalmail> References: <323E0713A7B4BB448FE88038747ABBAC0567AE2F@hqsvr03.nationalmail> Message-ID: <20100127150442.GC737@jibsheet.com> On Tue, Jan 26, 2010 at 02:35:56PM -0800, Michael Neuschafer wrote: > Does anybody understand or have more information on Custom field validation? What is > (?#mandatory) Can I modify this to cross reference the data inputted? Like look for certain > numbers? Like validate numbers entered 1-100 anything past that do not create ticket? The validation is done with perl regular expressions. You do not have access to other ticket information in the validation, but your latter examples are certainly doable. Mandatory boils down to /./ -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From raanders at cyber-office.net Wed Jan 27 10:09:47 2010 From: raanders at cyber-office.net (Roderick A. Anderson) Date: Wed, 27 Jan 2010 07:09:47 -0800 Subject: [rt-users] mail-gateway In-Reply-To: <4B6031C2.80607@pop-sp.rnp.br> References: <4B6031C2.80607@pop-sp.rnp.br> Message-ID: <4B60573B.70807@cyber-office.net> Wagner Pereira wrote: > Hi, > > Where should I point my /etc/aliases for? > > |/usr/bin/rt-mailgate-3.6 > or > |/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway > > In each one of them I get a different log in mail.log With the system I maintain running CentOS 5 and postfix as the MTA I use lines like this. support: "|/opt/rt3/bin/rt-mailgate --queue General --action correspond --url http://rt.example.com" \\||/ Rod -- From jrummel at imapp.com Wed Jan 27 10:48:52 2010 From: jrummel at imapp.com (Jonathan Rummel) Date: Wed, 27 Jan 2010 07:48:52 -0800 (PST) Subject: [rt-users] Auto-creating ticket in Queue B from Queue A not working Message-ID: <27341712.post@talk.nabble.com> Hi All, What I want to do is have a new ticket auto-created in 'Queue B' with no owner once a certain CF value is selected in a ticket in 'Queue A'. Here is what I have so far, and I feel like this should work but it is not (nothing happens). Please help! Thanks! (Note: this scrip is written in 'Queue A') Custom condition: if ($self->TicketObj->FirstCustomFieldValue('Progress') eq 'Data Received') { return 1; } return 0; Custom paction preparation code: return 1; Custom action cleanup code: my $trans = $self->TransactionObj; my $tkt = $self->TicketObj; my $requestors = [ $tkt->Requestors->MemberEmailAddresses]; my $new_tkt = RT::Ticket->new($RT::SystemUser); my ($id, $msg) = $new_tkt->Create( Queue => "Queue B", Subject => $tkt->Subject . " (Data Received)", Status => 'new', Requestor => $requestors; return 1; -- View this message in context: http://old.nabble.com/Auto-creating-ticket-in-Queue-B-from-Queue-A-not-working-tp27341712p27341712.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Wed Jan 27 11:12:45 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 27 Jan 2010 11:12:45 -0500 Subject: [rt-users] RT::Authen::ExternalAuth LDAP group filter In-Reply-To: <737629BD064FB628D4A6CC1F@dceeas6.local> References: <737629BD064FB628D4A6CC1F@dceeas6.local> Message-ID: <20100127161245.GD737@jibsheet.com> On Tue, Jan 26, 2010 at 08:21:43PM -0500, Ed Santora wrote: > Hello, > > I just upgraded to 3.8.7 with RT::Authen::ExternalAuth v0.08 > > I'm trying to restrict RT users to LDAP users in one group. When I set: > > 'group' => 'cn=group,ou=group,dc=my,dc=domain,dc=edu' > > and > > 'group_attr' => 'memberUid' > > I see it query my LDAP server with > (memberUid=uid=user,ou=people,dc=my,dc=domain,dc=com) instead of > (memberUid=user). > > Is there a way to have it use just the 'username' instead of the user's > full dn without changind RT::Authen::ExternalAuth::LDAP? > > If I comment out 'group' and 'group_attr' LDAP auth works fine, but any > valid LDAP user can log in. Unfortunately, the RT-Authen-ExternalAuth is coded to use the dn. This seems to work for other people, although I'm not sure what group_attr they're using. You'd have to make the right hand side of the filter into a configuration option in order to change that -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 Jan 27 11:14:04 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 27 Jan 2010 11:14:04 -0500 Subject: [rt-users] Adding Tickets forward information to History In-Reply-To: References: Message-ID: <20100127161404.GE737@jibsheet.com> On Wed, Jan 27, 2010 at 10:56:35AM +0530, Praveen C wrote: > Hi > > How can I add ticket forwarding information to RT ticket history. Currently history is showing > only transactions reply,resolve and comments > > Is it possible to add email forward information to ticket history ?? > > Thanks for your help in advance This has been reported as http://rt3.fsck.com/Ticket/Display.html?id=12883 -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From PBarton at iesi.com Wed Jan 27 11:26:52 2010 From: PBarton at iesi.com (Peter Barton) Date: Wed, 27 Jan 2010 10:26:52 -0600 Subject: [rt-users] Upgrade Issues In-Reply-To: <4B5F74DA.3090204@lbl.gov> References: <4B5F74DA.3090204@lbl.gov> Message-ID: I have recently upgraded from a long running 3.4.5 RT installation to 3.8.6. The way I upgraded was by building a completely new RT server running MySQL 5.0.51a where my original MySQL version was 4.0.24. I have read the UPGRADE and UPGRADE.mysql files numerous times and I have done a lot of Google searches to make sure I was doing this right. Here is what I did. Built my new server on Ubuntu 8.04 LTS server version. Downloaded the source code for RT 3.8.6 and built it from scratch on the server. Once I had a vanilla version of RT running perfectly I went to my RT 3.4.5 machine and ran the command: mysqldump --user=rtuser --password=xxxxxx --default-character-set=latin1 rtdb > rtdb.sql This created a 2.5 GB file which I then transferred over to the new RT 3.8.6 server. I tried to import this directly to the MySQL but it failed every time due to the tables being stored in MyISAM. I ran this script to change everything to InnoDB. sed -i 's/MyISAM/InnoDB/g' rtdb.sql Once this completed I could successfully import the sql dump file. By using these commands: mysql --user=root --password=xxxxxx --execute="CREATE DATABASE rt3 CHARACTER SET utf8 COLLATE utf8_general_ci"; & mysql --user=root --password=xxxxxx --default-character-set=utf8 rt3 < rtdb.sql Next I ran: /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade I upgraded from 3.4.5 to 3.7.87 like it says to do in the UPGRADE.mysql file. I then ran: perl etc/upgrade/upgrade-mysql-schema.pl rt3 root xxxxxx > sql.queries & mysql -u root -p rt3 < sql.queries followed by: /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade Upgrading from 3.7.87 to 3.8.6 like it also says in the UPGRADING.mysql file. Once this was all complete I was able to access everything perfectly in the new version of RT. Everything ran fast and looked perfect. However, I have now discovered that any binary attachments to any of my tickets are now unaccessable/corrupted. Attachments of ASCII files are still present though and accessible though. Also, any new binary type attachments are working fine. Here is a Copy of "SHOW CREATE TABLE Attachments;" | Attachments | CREATE TABLE `Attachments` ( `id` int(11) NOT NULL auto_increment, `TransactionId` int(11) NOT NULL default '0', `Parent` int(11) NOT NULL default '0', `MessageId` varchar(160) character set ascii default NULL, `Subject` varchar(255) default NULL, `Filename` varchar(255) default NULL, `ContentType` varchar(80) character set ascii default NULL, `ContentEncoding` varchar(80) character set ascii default NULL, `Content` longblob, `Headers` longtext, `Creator` int(11) NOT NULL default '0', `Created` datetime default NULL, PRIMARY KEY (`id`), KEY `Attachments1` (`Parent`), KEY `Attachments2` (`TransactionId`), KEY `Attachments3` (`Parent`,`TransactionId`) ) ENGINE=InnoDB AUTO_INCREMENT=504231 DEFAULT CHARSET=utf8 | Can anyone please give me some guidance on where to go from here to recover those attachments? Thanks in advance, ---------- Peter Barton From wpereira at pop-sp.rnp.br Wed Jan 27 12:45:36 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Wed, 27 Jan 2010 15:45:36 -0200 Subject: [rt-users] Error in my mail.log Message-ID: <4B607BC0.90903@pop-sp.rnp.br> Hello, guys. Why my mail.log has logged it? status=bounced (Command died with status 2: "/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway --queue general --action correspond --url https://rtracker.rt.pop-sp.rnp.br/rt/ --debug". Command output: /usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway: line 1: fg: no job control /usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway: line 2: fg: no job control /usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway: line 3: fg: no job control /usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway: line 4: fg: no job control /usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway: line 5: syntax error near unexpected token `(' /usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway: line 5: `%# This software is Copyright (c) 1996-2008 Best Practical Solutions, LLC ' ) Any help would be appreciated. -- 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 dominic.hargreaves at oucs.ox.ac.uk Wed Jan 27 12:49:06 2010 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Wed, 27 Jan 2010 17:49:06 +0000 Subject: [rt-users] Full-text indexing on Pg (was Re: Upgrade and migration questions) In-Reply-To: <20100127145846.GM1221@it.is.rice.edu> References: <4B5F4508.3040709@pop-sp.rnp.br> <4AA68B376A5F67439C2A13D4D7DD8BDA017A570C8B@exch10.olympus.f5net.com> <20100126201234.GI1221@it.is.rice.edu> <20100127144552.GA4273@gunboat-diplomat.oucs.ox.ac.uk> <20100127145846.GM1221@it.is.rice.edu> Message-ID: <20100127174906.GF4273@gunboat-diplomat.oucs.ox.ac.uk> On Wed, Jan 27, 2010 at 08:58:47AM -0600, Kenneth Marshall wrote: > On Wed, Jan 27, 2010 at 02:45:52PM +0000, Dominic Hargreaves wrote: > > Just to note that I assume you're talking about > > which isn't > > a standard part of RT yet; I wondered for a while after reading your > > message whether I'd missed something! > > > > It's a shame that the API for SearchBuilder isn't such that you can > > configure to treat certain columns as full-text-searchable ones rather > > than have to manually hack it in; makes deployment a little more > > fiddly. > > > > But thanks for mentioning it because I didn't realise that this work > > had been done and it's something we're interested in! > Yes, that is patch. I actually wrote it based on the Oracle > patch that is also in the wiki. If you take a look, the patch > is almost ridiculously simply and changes next to nothing in > the code because I could leverage the fact that creating a > full text search query cleaned up the strings without the need > to do it in the RT code base. We run it here and it is worth > its weight in gold the first time several users issue a fulltext > search simultaneously on anything but the smallest database. I > suspect that it is not in the default RT because it is not > globally available on all backends. To support that, they would > need to stitch in some other search engine to support those > functions -- a much, much more complicated option both in lines > of code to write and support. As far as "fiddly" goes, many > other pieces of a base RT install were way more so than the > full text search piece. :) Indeed. In some senses it is a small change, but my general concern is that it is changing the behaviour in a supposedly general library to behave specially if a particular table name is encountered. Since we run multiple RT instances using a common software deployment infrastructure (all our software is installed as Debian packages, even where local modifications have been made) we like to reduce the occurrence of this sort of thing as much as possible. I don't agree with your assertion that an FTS search engine would have to be put in place to deal with other database types; the functionality would just vary between databases. It would probably also want to be an opt-in configuration option. It's non-trivial to cleanly integrate either way, but it's an interesting area. We have some user demand for this so the next time we review our services internally it may be that we can put some resources into going in that direction (if, indeed, Best Practical don't already have any drivers in that area). 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 kfcrocker at lbl.gov Wed Jan 27 13:01:24 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Wed, 27 Jan 2010 10:01:24 -0800 Subject: [rt-users] Question on added status values In-Reply-To: <589c94401001270025i7f3b015es9a9cd87eef7ef93e@mail.gmail.com> References: <4B5F74DA.3090204@lbl.gov> <589c94401001270025i7f3b015es9a9cd87eef7ef93e@mail.gmail.com> Message-ID: <4B607F74.1080301@lbl.gov> Ruslan, OK. I'll check the syntax in RT_Config.pm. That should be correct, right? Kenn LBNL On 1/27/2010 12:25 AM, Ruslan Zakirov wrote: > On Wed, Jan 27, 2010 at 2:03 AM, Ken Crocker wrote: > >> To list, >> >> We are on RT 3.6.4 and testing 3.8.7. We added two ticket status values >> in 3.6.4 by modifying the RT_SiteConfig.pm file. It worked fine. I did >> the same for our 3.8.7 version and I cannot see those values. Is there >> something else I have to do to make those values available? >> > > No, there is no additional steps required. Except server restart. > Syntax for the config is slightly different. > > > >> 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 >> >> > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mneuschafer at nationalstoresinc.com Wed Jan 27 13:01:46 2010 From: mneuschafer at nationalstoresinc.com (Michael Neuschafer) Date: Wed, 27 Jan 2010 10:01:46 -0800 Subject: [rt-users] Make requester field blank on opening a ticket In-Reply-To: <589c94401001270023j7af7b6a0gbe02deccc4273ade@mail.gmail.com> References: <323E0713A7B4BB448FE88038747ABBAC0567AE40@hqsvr03.nationalmail> <589c94401001270023j7af7b6a0gbe02deccc4273ade@mail.gmail.com> Message-ID: <323E0713A7B4BB448FE88038747ABBAC0567AF17@hqsvr03.nationalmail> What's the best way to modify the script without breaking anything? I just want the requester to show blank and not the current users email addy. Thanks, -------------------------------------------------------- <&|/l&>Requestors: <& /Elements/EmailInput, Name => 'Requestors', Size => '40', Default => $ARGS{Requestors} || $session{CurrentUser}->EmailAddress &> -------------------------------------------------------- Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 -----Original Message----- From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: Wednesday, January 27, 2010 12:24 AM To: Michael Neuschafer Cc: RT-Users at lists.bestpractical.com Subject: Re: [rt-users] Make requester field blank on opening a ticket On Wed, Jan 27, 2010 at 2:22 AM, Michael Neuschafer wrote: > Is there a way to make requester field blank on opening a ticket.? When I go > and create a ticket my email addy is in the requester field. Hello, Mechael. With a tiny hack in share/html/Create.html, grep for Requestors. I think it's abvious what you should delete there. > Thanks, -- Best regards, Ruslan. From wpereira at pop-sp.rnp.br Wed Jan 27 13:23:54 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Wed, 27 Jan 2010 16:23:54 -0200 Subject: [rt-users] What the mail.log is trying to say me? Message-ID: <4B6084BA.60908@pop-sp.rnp.br> Ok, If I edit my /etc/aliases as follow: rt: "|/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway --queue general --action correspond --url https://rtracker.rt.pop-sp.rnp.br/rt/ --debug" The mail.log says: --------------------------------------------------- Jan 27 15:48:25 rtracker postfix/smtpd[4300]: connect from kliper.pop-sp.rnp.br[200.133.192.62] Jan 27 15:48:25 rtracker postfix/smtpd[4300]: A59F524FC1: client=kliper.pop-sp.rnp.br[200.133.192.62] Jan 27 15:48:25 rtracker postfix/cleanup[4304]: A59F524FC1: message-id=<4B607C4A.2080708 at pop-sp.rnp.br> Jan 27 15:48:25 rtracker postfix/qmgr[2112]: A59F524FC1: from=, size=762, nrcpt=1 (queue active) Jan 27 15:48:25 rtracker postfix/local[4305]: A59F524FC1: to=, relay=local, delay=0.1, delays=0.03/0.03/0/0.04, dsn=5.3.0, status=bounced (Command died with status 2: "/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway --queue general --action correspond --url https://rtracker.rt.pop-sp.rnp.br/rt/ --debug". Command output: /usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway: line 1: fg: no job control /usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway: line 2: fg: no job control /usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway: line 3: fg: no job control /usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway: line 4: fg: no job control /usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway: line 5: syntax error near unexpected token `(' /usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway: line 5: `%# This software is Copyright (c) 1996-2008 Best Practical Solutions, LLC ' ) Jan 27 15:48:25 rtracker postfix/cleanup[4304]: B7F7224FCD: message-id=<20100127174825.B7F7224FCD at rtracker.rt.pop-sp.rnp.br> Jan 27 15:48:25 rtracker postfix/qmgr[2112]: B7F7224FCD: from=<>, size=4221, nrcpt=1 (queue active) Jan 27 15:48:25 rtracker postfix/bounce[4307]: A59F524FC1: sender non-delivery notification: B7F7224FCD Jan 27 15:48:25 rtracker postfix/qmgr[2112]: A59F524FC1: removed Jan 27 15:48:25 rtracker postfix/smtp[4308]: B7F7224FCD: to=, relay=kliper.pop-sp.rnp.br[200.133.192.62]:25, delay=0.14, delays=0.03/0.02/0.01/0.09, dsn=2.0.0, status=sent (250 Ok. 4B607C69.0000517A) Jan 27 15:48:25 rtracker postfix/qmgr[2112]: B7F7224FCD: removed Jan 27 15:49:25 rtracker postfix/smtpd[4300]: disconnect from kliper.pop-sp.rnp.br[200.133.192.62] --------------------------------------------------- And if I edit the /etc/aliases like that: rt: "|/usr/local/bin/rt-mailgate-3.6 --queue general --action correspond --url https://rtracker.rt.pop-sp.rnp.br/rt/ --debug" That's what the mail.log records: --------------------------------------------------- Jan 27 16:16:12 rtracker postfix/smtpd[4671]: connect from kliper.pop-sp.rnp.br[200.133.192.62] Jan 27 16:16:12 rtracker postfix/smtpd[4671]: 9F76724FC1: client=kliper.pop-sp.rnp.br[200.133.192.62] Jan 27 16:16:12 rtracker postfix/cleanup[4676]: 9F76724FC1: message-id=<4B6082CD.4060308 at pop-sp.rnp.br> Jan 27 16:16:12 rtracker postfix/qmgr[4633]: 9F76724FC1: from=, size=762, nrcpt=1 (queue active) Jan 27 16:16:12 rtracker postfix/local[4677]: 9F76724FC1: to=, relay=local, delay=0.31, delays=0.03/0.02/0/0.26, dsn=4.3.0, status=deferred (temporary failure. Command 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. ) Jan 27 16:17:12 rtracker postfix/smtpd[4671]: disconnect from kliper.pop-sp.rnp.br[200.133.192.62] --------------------------------------------------- What should I understand with these messages? Thanks. -- 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 falcone at bestpractical.com Wed Jan 27 13:30:14 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 27 Jan 2010 13:30:14 -0500 Subject: [rt-users] What the mail.log is trying to say me? In-Reply-To: <4B6084BA.60908@pop-sp.rnp.br> References: <4B6084BA.60908@pop-sp.rnp.br> Message-ID: <20100127183014.GF737@jibsheet.com> On Wed, Jan 27, 2010 at 04:23:54PM -0200, Wagner Pereira wrote: > > If I edit my /etc/aliases as follow: > rt: "|/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway > --queue general --action correspond --url > https://rtracker.rt.pop-sp.rnp.br/rt/ --debug" This is wrong and will never work > > And if I edit the /etc/aliases like that: > rt: "|/usr/local/bin/rt-mailgate-3.6 --queue general --action correspond > --url https://rtracker.rt.pop-sp.rnp.br/rt/ --debug" > > That's what the mail.log records: > > --------------------------------------------------- > Command 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 And what do your Apache and RT logs say? Apache is not allowing rt-mailgate to connect, go fix that -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From wpereira at pop-sp.rnp.br Wed Jan 27 13:47:10 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Wed, 27 Jan 2010 16:47:10 -0200 Subject: [rt-users] What the mail.log is trying to say me? In-Reply-To: <20100127183014.GF737@jibsheet.com> References: <4B6084BA.60908@pop-sp.rnp.br> <20100127183014.GF737@jibsheet.com> Message-ID: <4B608A2E.3020208@pop-sp.rnp.br> Hi, Kevin. Now I edit correctly the /etc/aliases, pointing to the right path, I hope!. rt: "|/usr/local/bin/rt-mailgate-3.6 --queue general --action correspond --url https://rtracker.rt.pop-sp.rnp.br/rt/ --debug" Where the Apache and RT's logs should be? Please, tell me and I'll help you to help me. Thank you. -- 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 Kevin Falcone escreveu: > On Wed, Jan 27, 2010 at 04:23:54PM -0200, Wagner Pereira wrote: > >> If I edit my /etc/aliases as follow: >> rt: "|/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway >> --queue general --action correspond --url >> https://rtracker.rt.pop-sp.rnp.br/rt/ --debug" >> > > This is wrong and will never work > > >> And if I edit the /etc/aliases like that: >> rt: "|/usr/local/bin/rt-mailgate-3.6 --queue general --action correspond >> --url https://rtracker.rt.pop-sp.rnp.br/rt/ --debug" >> >> That's what the mail.log records: >> >> --------------------------------------------------- >> Command 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 >> > > And what do your Apache and RT logs say? > Apache is not allowing rt-mailgate to connect, go fix that > > -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 From ktm at rice.edu Wed Jan 27 14:21:18 2010 From: ktm at rice.edu (Kenneth Marshall) Date: Wed, 27 Jan 2010 13:21:18 -0600 Subject: [rt-users] Full-text indexing on Pg (was Re: Upgrade and migration questions) In-Reply-To: <20100127174906.GF4273@gunboat-diplomat.oucs.ox.ac.uk> References: <4B5F4508.3040709@pop-sp.rnp.br> <4AA68B376A5F67439C2A13D4D7DD8BDA017A570C8B@exch10.olympus.f5net.com> <20100126201234.GI1221@it.is.rice.edu> <20100127144552.GA4273@gunboat-diplomat.oucs.ox.ac.uk> <20100127145846.GM1221@it.is.rice.edu> <20100127174906.GF4273@gunboat-diplomat.oucs.ox.ac.uk> Message-ID: <20100127192117.GP1221@it.is.rice.edu> On Wed, Jan 27, 2010 at 05:49:06PM +0000, Dominic Hargreaves wrote: > On Wed, Jan 27, 2010 at 08:58:47AM -0600, Kenneth Marshall wrote: > > On Wed, Jan 27, 2010 at 02:45:52PM +0000, Dominic Hargreaves wrote: > > > > Just to note that I assume you're talking about > > > which isn't > > > a standard part of RT yet; I wondered for a while after reading your > > > message whether I'd missed something! > > > > > > It's a shame that the API for SearchBuilder isn't such that you can > > > configure to treat certain columns as full-text-searchable ones rather > > > than have to manually hack it in; makes deployment a little more > > > fiddly. > > > > > > But thanks for mentioning it because I didn't realise that this work > > > had been done and it's something we're interested in! > > > Yes, that is patch. I actually wrote it based on the Oracle > > patch that is also in the wiki. If you take a look, the patch > > is almost ridiculously simply and changes next to nothing in > > the code because I could leverage the fact that creating a > > full text search query cleaned up the strings without the need > > to do it in the RT code base. We run it here and it is worth > > its weight in gold the first time several users issue a fulltext > > search simultaneously on anything but the smallest database. I > > suspect that it is not in the default RT because it is not > > globally available on all backends. To support that, they would > > need to stitch in some other search engine to support those > > functions -- a much, much more complicated option both in lines > > of code to write and support. As far as "fiddly" goes, many > > other pieces of a base RT install were way more so than the > > full text search piece. :) > > Indeed. In some senses it is a small change, but my general concern > is that it is changing the behaviour in a supposedly general > library to behave specially if a particular table name is encountered. > Since we run multiple RT instances using a common software deployment > infrastructure (all our software is installed as Debian packages, even > where local modifications have been made) we like to reduce the > occurrence of this sort of thing as much as possible. That is reasonable. I made some trade-offs in my patch that could be revisited if others were interested in modularizing the functionality. > > I don't agree with your assertion that an FTS search engine would have > to be put in place to deal with other database types; the functionality > would just vary between databases. It would probably also want to be an > opt-in configuration option. > I agree that using database specific functions for FTS would work, unfortunately not all backends support FTS which was why I suggested that an external search engine would be needed. I think an opt-in configuration would be the way to go. I submitted my patch in the vein of the Oracle patch to try and add a base for Best Practical to draw on should they move in that direction. > It's non-trivial to cleanly integrate either way, but it's an > interesting area. We have some user demand for this so the next time > we review our services internally it may be that we can put some > resources into going in that direction (if, indeed, Best Practical > don't already have any drivers in that area). > > Dominic. > That would be cool. Regards, Ken From nombrandue at tsukinokage.net Wed Jan 27 17:17:12 2010 From: nombrandue at tsukinokage.net (Seann Clark) Date: Wed, 27 Jan 2010 16:17:12 -0600 Subject: [rt-users] RT: DBD::mysql::st execute failed: MySQL server has gone away at.... Message-ID: <4B60BB68.6050202@tsukinokage.net> All, I am having a problem with ticket creation on RT. I am setting up ONMS to open tickets to RT on alarm, and have had mixed results. Each time the error RT: DBD::mysql::st execute failed: MySQL server has gone away at is the end result and ticket creation fails. On the RPM version on Fedora 9, it failed, but not quite. It would create the ticket, but ONMS didn't see the ticket created. I removed the RPM version and compiled RT from scratch from the most recent stable, to verify if it was something with the RPM on the 64bit platform, but I get the same results. Nothing on google was conclusive to this issue, though I found some things on it, the most common response was to remove and reinstall DBD, which I can't easily do (production database and this is the only tool that doesn't work with it). I have periodic luck on creating tickets in the web interface though, but other times I get the same error information as what is below. What I get in my RT logs, for one ticket failure is as follows: Jan 27 15:47:32 haruhi RT: #3/43 - Scrip 3 On Create Autoreply To Requestors (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:300) Jan 27 15:47:32 haruhi RT: sent To: nombrandue at tsukinokage.net (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:331) Jan 27 15:47:32 haruhi RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 509. (/usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm:509) Jan 27 15:47:32 haruhi RT: RT::Handle=HASH(0x7f44816f9840) couldn't execute the query 'INSERT INTO Transactions (OldReference, Type, Field, OldValue, NewReference, NewValue, Creator, ObjectId, ReferenceType, Created, Data, ObjectType) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 522#012#011DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f44816f9840)', 'INSERT INTO Transactions (OldReference, Type, Field, OldValue...', undef, 'EmailRecord', undef, undef, undef, undef, 1, ...) called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 357#012#011DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x7f44816f9840)', 'Transactions', 'OldReference', undef, 'Type', 'EmailRecord', 'Field', undef, 'OldValue', ...) called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle/mysql.pm line 36#012#011DBIx::SearchBuilder::Handle::mysql::Insert('RT::Handle=HASH(0x7f44816f9840)', 'Transactions', 'OldReference', undef, 'Type', 'EmailRecord', 'Field', undef, 'OldValue', ...) called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 1293#012#011DBIx::SearchBuilder::Record::Create('RT::Transaction=HASH(0x7f4483906750)', 'Field', undef, 'Type', 'EmailRecord', 'NewReference', undef, 'NewValue', undef, ...) called at /opt/rt3/bin/../lib/RT/Record.pm line 289#012#011RT::Record::Create('RT::Transaction=HASH(0x7f4483906750)', 'OldValue', undef, 'NewReference', undef, 'OldReference', undef, 'NewValue', undef, ...) called at /opt/rt3/bin/../lib/RT/Transaction_Overlay.pm line 151#012#011RT::Transaction::Create('RT::Transaction=HASH(0x7f4483906750)', 'Ticket', 3, 'Type', 'EmailRecord', 'Data', '', 'MIMEObj', 'MIME::Entity=HASH(0x7f4483926708)', ...) called at /opt/rt3/bin/../lib/RT/Action/SendEmail.pm line 543#012#011RT::Action::SendEmail::RecordOutgoingMailTransaction('RT::Action::Autoreply=HASH(0x7f44839261f8)', 'MIME::Entity=HASH(0x7f4483926708)') Jan 27 15:47:32 haruhi RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 509. (/usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm:509) Jan 27 15:47:32 haruhi RT: RT::Handle=HASH(0x7f44816f9840) couldn't execute the query 'SELECT * FROM Transactions WHERE id = ?' at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 522#012#011DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f44816f9840)', 'SELECT * FROM Transactions WHERE id = ?', 0) called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 1207#012#011DBIx::SearchBuilder::Record::_LoadFromSQL('RT::Transaction=HASH(0x7f4483906750)', 'SELECT * FROM Transactions WHERE id = ?', 0) called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 1126#012#011DBIx::SearchBuilder::Record::LoadByCols('RT::Transaction=HASH(0x7f4483906750)', 'id', 0) called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record/Cachable.pm line 119#012#011DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::Transaction=HASH(0x7f4483906750)', 'id', 0) called at /opt/rt3/bin/../lib/RT/Record.pm line 350#012#011RT::Record::LoadByCols('RT::Transaction=HASH(0x7f4483906750)', 'id', 0) called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 1141#012#011DBIx::SearchBuilder::Record::LoadById('RT::Transaction=HASH(0x7f4483906750)', 0) called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 1057#012#011DBIx::SearchBuilder::Record::Load('RT::Transaction=HASH(0x7f4483906750)', 0) called at /opt/rt3/bin/../lib/RT/Transaction_Overlay.pm line 152#012#011RT::Transaction::Create('RT::Transaction=HASH(0x7f4483906750)', 'Ticket', 3, 'Type', 'EmailRecord', 'Data', '', 'MIMEObj', 'MIME::Entity=HASH(0x7f4483926708)', ...) called at /opt/rt3/bin/../lib/RT/Action/SendEmail.pm line 543#012#011RT::Action::SendEmail::RecordOutgoingMailTransaction('RT::Action::Autoreply=HASH(0x7f44839261f8)', 'MIME::Entity=HASH(0x7f4483926708)') called at /opt/rt3/bin/../lib/RT/Action/SendEmail.pm line 138#012#011RT::Action::SendEmail::Commit('RT::Action::Autoreply=HASH(0x7f4483926 Jan 27 15:47:32 haruhi RT: RT::Attachment->Create couldn't, as you didn't specify a transaction (/opt/rt3/bin/../lib/RT/Attachment_Overlay.pm:114) Jan 27 15:47:32 haruhi RT: Could not record outgoing message transaction: Transaction Created (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:554) Jan 27 15:47:32 haruhi RT: #3/43 - Scrip 4 On Create Notify AdminCcs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:300) Jan 27 15:47:32 haruhi RT: No recipients found. Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:342) Jan 27 15:47:32 haruhi RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 509. (/usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm:509) Jan 27 15:47:32 haruhi RT: RT::Handle=HASH(0x7f44816f9840) couldn't execute the query 'UPDATE Tickets SET LastUpdated=? WHERE id=? ' at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 522#012#011DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f44816f9840)', 'UPDATE Tickets SET LastUpdated=? WHERE id=? ', '2010-01-27 21:47:32', 3) called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 429#012#011DBIx::SearchBuilder::Handle::UpdateRecordValue('RT::Handle=HASH(0x7f44816f9840)', 'Table', 'Tickets', 'IsSQLFunction', undef, 'Column', 'LastUpdated', 'PrimaryKeys', 'HASH(0x7f44835fd0b0)', ...) called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 846#012#011DBIx::SearchBuilder::Record::__Set('RT::Ticket=HASH(0x7f44837daf58)', 'Field', 'LastUpdated', 'Value', '2010-01-27 21:47:32') called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record/Cachable.pm line 139#012#011DBIx::SearchBuilder::Record::Cachable::__Set('RT::Ticket=HASH(0x7f44837daf58)', 'Field', 'LastUpdated', 'Value', '2010-01-27 21:47:32') called at /opt/rt3/bin/../lib/RT/Record.pm line 526#012#011RT::Record::_SetLastUpdated('RT::Ticket=HASH(0x7f44837daf58)') called at /opt/rt3/bin/../lib/RT/Record.pm line 1479#012#011RT::Record::_NewTransaction('RT::Ticket=HASH(0x7f44837daf58)', 'Type', 'Create', 'TimeTaken', 0, 'MIMEObj', 'MIME::Entity=HASH(0x7f44833af3d8)', 'CommitScrips', 1, ...) called at /opt/rt3/bin/../lib/RT/Ticket_Overlay.pm line 656#012#011RT::Ticket::Create('RT::Ticket=HASH(0x7f44837daf58)', 'TimeEstimated', undef, 'Status', 'new', 'Queue', 1, 'AdminCc', undef, ...) called at /opt/rt3/bin/../lib/RT/Interface/Web.pm line 982#012#011HTML::Mason::Commands::CreateTicket('Queue', 1, 'Owner', 12, 'Status', 'new', 'Requestors', 'nombrandue at tsukinokage.net', 'From', ...) called at /opt/rt3/share/html/index.html line 109#012#011HTML::Mason::Commands::__ANON__('Requestors', 'nombrandue at tsukinokage.net', 'Owner', 12, 'Subject', 'RT ONMS integration', 'Content Jan 27 15:47:32 haruhi RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 509. (/usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm:509) Jan 27 15:47:32 haruhi RT: RT::Handle=HASH(0x7f44816f9840) couldn't execute the query 'UPDATE Tickets SET LastUpdated=? WHERE id=? ' at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 522#012#011DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f44816f9840)', 'UPDATE Tickets SET LastUpdated=? WHERE id=? ', '2010-01-27 21:47:32', 3) called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 429#012#011DBIx::SearchBuilder::Handle::UpdateRecordValue('RT::Handle=HASH(0x7f44816f9840)', 'Table', 'Tickets', 'IsSQLFunction', undef, 'Column', 'LastUpdated', 'PrimaryKeys', 'HASH(0x7f448363d3e0)', ...) called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 846#012#011DBIx::SearchBuilder::Record::__Set('RT::Ticket=HASH(0x7f44837daf58)', 'Field', 'LastUpdated', 'Value', '2010-01-27 21:47:32') called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record/Cachable.pm line 139#012#011DBIx::SearchBuilder::Record::Cachable::__Set('RT::Ticket=HASH(0x7f44837daf58)', 'Field', 'LastUpdated', 'Value', '2010-01-27 21:47:32') called at /opt/rt3/bin/../lib/RT/Record.pm line 526#012#011RT::Record::_SetLastUpdated('RT::Ticket=HASH(0x7f44837daf58)') called at /opt/rt3/bin/../lib/RT/Record.pm line 481#012#011RT::Record::_Set('RT::Ticket=HASH(0x7f44837daf58)', 'Field', 'TimeWorked', 'Value', 0) called at /opt/rt3/bin/../lib/RT/Ticket_Overlay.pm line 3388#012#011RT::Ticket::_UpdateTimeTaken('RT::Ticket=HASH(0x7f44837daf58)', 0) called at /opt/rt3/bin/../lib/RT/Record.pm line 1481#012#011RT::Record::_NewTransaction('RT::Ticket=HASH(0x7f44837daf58)', 'Type', 'Create', 'TimeTaken', 0, 'MIMEObj', 'MIME::Entity=HASH(0x7f44833af3d8)', 'CommitScrips', 1, ...) called at /opt/rt3/bin/../lib/RT/Ticket_Overlay.pm line 656#012#011RT::Ticket::Create('RT::Ticket=HASH(0x7f44837daf58)', 'TimeEstimated', undef, 'Status', 'new', 'Queue', 1, 'AdminCc', undef, ...) called at /opt/rt3/bin/../lib/RT/Interface/Web.pm line 982#012#011HTML::Mason::Commands::CreateTicket('Queue Jan 27 15:47:32 haruhi RT: Ticket 3 created in queue 'General' by root (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:667) Jan 27 15:47:32 haruhi RT: Attempted to commit a transaction with none in progress at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 751#012#011DBIx::SearchBuilder::Handle::EndTransaction('RT::Handle=HASH(0x7f44816f9840)', 'Action', 'commit', 'Force', undef) called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 784#012#011DBIx::SearchBuilder::Handle::Commit('RT::Handle=HASH(0x7f44816f9840)') called at /opt/rt3/bin/../lib/RT/Ticket_Overlay.pm line 683#012#011RT::Ticket::Create('RT::Ticket=HASH(0x7f44837daf58)', 'TimeEstimated', undef, 'Status', 'new', 'Queue', 1, 'AdminCc', undef, ...) called at /opt/rt3/bin/../lib/RT/Interface/Web.pm line 982#012#011HTML::Mason::Commands::CreateTicket('Queue', 1, 'Owner', 12, 'Status', 'new', 'Requestors', 'nombrandue at tsukinokage.net', 'From', ...) called at /opt/rt3/share/html/index.html line 109#012#011HTML::Mason::Commands::__ANON__('Requestors', 'nombrandue at tsukinokage.net', 'Owner', 12, 'Subject', 'RT ONMS integration', 'Content', 'Ticket Creation Failure on RT', 'Queue', ...) called at /usr/local/lib/perl5/site_perl/5.10.0/HTML/Mason/Component.pm line 135#012#011HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7f44837ca1b0)', 'Requestors', 'nombrandue at tsukinokage.net', 'Owner', 12, 'Subject', 'RT ONMS integration', 'Content', 'Ticket Creation Failure on RT', ...) called at /usr/local/lib/perl5/site_perl/5.10.0/HTML/Mason/Request.pm line 1284#012#011eval {...} called at /usr/local/lib/perl5/site_perl/5.10.0/HTML/Mason/Request.pm line 1274#012#011HTML::Mason::Request::comp(undef, undef, undef, 'Requestors', 'nombrandue at tsukinokage.net', 'Owner', 12, 'Subject', 'RT ONMS integration', ...) called at /opt/rt3/bin/../lib/RT/Interface/Web.pm line 320#012#011RT::Interface::Web::ShowRequestedPage('HASH(0x7f44837b0610)') called at /opt/rt3/bin/../lib/RT/Interface/Web.pm line 224#012#011RT::Interface::Web::HandleRequest('HASH(0x7f44837b0610)') called at /opt/rt3/share/html/autohandler line 53#012#011HTML::Mason::Co Jan 27 15:47:32 haruhi RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 509. (/usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm:509) Jan 27 15:47:32 haruhi RT: RT::Handle=HASH(0x7f44816f9840) couldn't execute the query 'SELECT ACL.id, ACL.ObjectType, ACL.ObjectId FROM ACL, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowTicket') AND Principals.id = ACL.PrincipalId AND Principals.PrincipalType = 'Group' AND Principals.Disabled = 0 AND CachedGroupMembers.GroupId = ACL.PrincipalId AND CachedGroupMembers.GroupId = Principals.id AND CachedGroupMembers.MemberId = 12 AND CachedGroupMembers.Disabled = 0 AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = 3)) LIMIT 1' at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 522#012#011DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f44816f9840)', 'SELECT ACL.id, ACL.ObjectType, ACL.ObjectId FROM ACL, Princip...') called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 554#012#011DBIx::SearchBuilder::Handle::FetchResult('RT::Handle=HASH(0x7f44816f9840)', 'SELECT ACL.id, ACL.ObjectType, ACL.ObjectId FROM ACL, Princip...') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 436#012#011RT::Principal::_HasGroupRight('RT::Principal=HASH(0x7f44837e2608)', 'Right', 'ShowTicket', 'EquivObjects', 'ARRAY(0x7f44837e46b0)', 'Object', 'RT::Ticket=HASH(0x7f44837daf58)') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 375#012#011RT::Principal::_HasRight('RT::Principal=HASH(0x7f44837e2608)', 'Right', 'ShowTicket', 'EquivObjects', 'ARRAY(0x7f44837e46b0)', 'Object', 'RT::Ticket=HASH(0x7f44837daf58)') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 356#012#011RT::Principal::HasRight('RT::Principal=HASH(0x7f44837e2608)', 'Object', 'RT::Ticket=HASH(0x7f44837daf58)', 'Right', 'ShowTicket') called at /opt/rt3/bin/../lib/RT/Ticket_Overlay.pm line 3415#012#011RT::Ticket::CurrentUserHasRight('RT::Ticket=HASH(0x7f44837daf58)', 'ShowTicket') called at /opt/rt3/bin/../lib/RT/Interface/Web.pm li Jan 27 15:47:32 haruhi RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 509. (/usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm:509) Jan 27 15:47:32 haruhi RT: RT::Handle=HASH(0x7f44816f9840) couldn't execute the query 'SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowTicket') 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 = 12 AND ACL.PrincipalType = Groups.Type AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = 3)) AND Groups.Domain = 'RT::System-Role' AND Groups.Instance = '1' LIMIT 1' at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 522#012#011DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f44816f9840)', 'SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMember...') called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 554#012#011DBIx::SearchBuilder::Handle::FetchResult('RT::Handle=HASH(0x7f44816f9840)', 'SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMember...') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 504#012#011RT::Principal::_HasRoleRight('RT::Principal=HASH(0x7f44837e2608)', 'Right', 'ShowTicket', 'EquivObjects', 'ARRAY(0x7f44837e46b0)', 'Object', 'RT::Ticket=HASH(0x7f44837daf58)') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 379#012#011RT::Principal::_HasRight('RT::Principal=HASH(0x7f44837e2608)', 'Right', 'ShowTicket', 'EquivObjects', 'ARRAY(0x7f44837e46b0)', 'Object', 'RT::Ticket=HASH(0x7f44837daf58)') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 356#012#011RT::Principal::HasRight('RT::Principal=HASH(0x7f44837e2608)', 'Object', 'RT::Ticket=HASH(0x7f44837daf58)', 'Right', 'ShowTicket') called at /opt/rt3/bin/../lib/RT/Ticket_Overlay.pm line 3415#012#011RT::Ticket::CurrentUserHasRight('RT::Ticket=HASH(0x7f44837daf58)', 'ShowTicket') called at /opt/rt3/bin/../lib/RT Jan 27 15:47:32 haruhi RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 509. (/usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm:509) Jan 27 15:47:32 haruhi RT: RT::Handle=HASH(0x7f44816f9840) couldn't execute the query 'SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowTicket') 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 = 12 AND ACL.PrincipalType = Groups.Type AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = 3)) AND Groups.Domain = 'RT::Queue-Role' AND Groups.Instance = '1' LIMIT 1' at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 522#012#011DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f44816f9840)', 'SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMember...') called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 554#012#011DBIx::SearchBuilder::Handle::FetchResult('RT::Handle=HASH(0x7f44816f9840)', 'SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMember...') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 504#012#011RT::Principal::_HasRoleRight('RT::Principal=HASH(0x7f44837e2608)', 'Right', 'ShowTicket', 'EquivObjects', 'ARRAY(0x7f44837e46b0)', 'Object', 'RT::Ticket=HASH(0x7f44837daf58)') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 379#012#011RT::Principal::_HasRight('RT::Principal=HASH(0x7f44837e2608)', 'Right', 'ShowTicket', 'EquivObjects', 'ARRAY(0x7f44837e46b0)', 'Object', 'RT::Ticket=HASH(0x7f44837daf58)') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 356#012#011RT::Principal::HasRight('RT::Principal=HASH(0x7f44837e2608)', 'Object', 'RT::Ticket=HASH(0x7f44837daf58)', 'Right', 'ShowTicket') called at /opt/rt3/bin/../lib/RT/Ticket_Overlay.pm line 3415#012#011RT::Ticket::CurrentUserHasRight('RT::Ticket=HASH(0x7f44837daf58)', 'ShowTicket') called at /opt/rt3/bin/../lib/RT/ Jan 27 15:47:32 haruhi RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 509. (/usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm:509) Jan 27 15:47:32 haruhi RT: RT::Handle=HASH(0x7f44816f9840) couldn't execute the query 'SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowTicket') 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 = 12 AND ACL.PrincipalType = Groups.Type AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = 3)) AND Groups.Domain = 'RT::Ticket-Role' AND Groups.Instance = '3' LIMIT 1' at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 522#012#011DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f44816f9840)', 'SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMember...') called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 554#012#011DBIx::SearchBuilder::Handle::FetchResult('RT::Handle=HASH(0x7f44816f9840)', 'SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMember...') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 504#012#011RT::Principal::_HasRoleRight('RT::Principal=HASH(0x7f44837e2608)', 'Right', 'ShowTicket', 'EquivObjects', 'ARRAY(0x7f44837e46b0)', 'Object', 'RT::Ticket=HASH(0x7f44837daf58)') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 379#012#011RT::Principal::_HasRight('RT::Principal=HASH(0x7f44837e2608)', 'Right', 'ShowTicket', 'EquivObjects', 'ARRAY(0x7f44837e46b0)', 'Object', 'RT::Ticket=HASH(0x7f44837daf58)') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 356#012#011RT::Principal::HasRight('RT::Principal=HASH(0x7f44837e2608)', 'Object', 'RT::Ticket=HASH(0x7f44837daf58)', 'Right', 'ShowTicket') called at /opt/rt3/bin/../lib/RT/Ticket_Overlay.pm line 3415#012#011RT::Ticket::CurrentUserHasRight('RT::Ticket=HASH(0x7f44837daf58)', 'ShowTicket') called at /opt/rt3/bin/../lib/RT Jan 27 15:47:32 haruhi RT: WebRT: No permission to view newly created ticket #3. (/opt/rt3/share/html/Elements/Error:82) Jan 27 15:47:32 haruhi RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 509. (/usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm:509) Jan 27 15:47:32 haruhi RT: RT::Handle=HASH(0x7f44816f9840) couldn't execute the query 'SELECT * FROM Attributes WHERE Name = ? AND ObjectType = ? AND ObjectId = ?' at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 522#012#011DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f44816f9840)', 'SELECT * FROM Attributes WHERE Name = ? AND ObjectType = ? A...', 'Pref-RT::System-1', 'RT::User', 12) called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 1207#012#011DBIx::SearchBuilder::Record::_LoadFromSQL('RT::Attribute=HASH(0x7f4483929250)', 'SELECT * FROM Attributes WHERE Name = ? AND ObjectType = ? A...', 'Pref-RT::System-1', 'RT::User', 12) called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 1126#012#011DBIx::SearchBuilder::Record::LoadByCols('RT::Attribute=HASH(0x7f4483929250)', 'Name', 'Pref-RT::System-1', 'ObjectId', 12, 'ObjectType', 'RT::User') called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record/Cachable.pm line 119#012#011DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::Attribute=HASH(0x7f4483929250)', 'Name', 'Pref-RT::System-1', 'ObjectType', 'RT::User', 'ObjectId', 12) called at /opt/rt3/bin/../lib/RT/Record.pm line 350#012#011RT::Record::LoadByCols('RT::Attribute=HASH(0x7f4483929250)', 'Name', 'Pref-RT::System-1', 'ObjectType', 'RT::User', 'ObjectId', 12) called at /opt/rt3/bin/../lib/RT/Attribute_Overlay.pm line 209#012#011RT::Attribute::LoadByNameAndObject('RT::Attribute=HASH(0x7f4483929250)', 'Object', 'RT::User=HASH(0x7f44839292c8)', 'Name', 'Pref-RT::System-1') called at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1354#012#011RT::User::Preferences('RT::User=HASH(0x7f44839292c8)', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/bin/../lib/RT/Config.pm line 654#012#011RT::Config::Get('RT::Config=HASH(0x7f447e15fbb0)', 'WebDefaultStylesheet', 'RT::CurrentUser=HASH(0x7f44837b21a8)') called at /opt/rt3/share/html/Elements/Header line 61#012#011HTML::Mason::Commands::__ANON__('Code', Jan 27 15:47:32 haruhi RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 509. (/usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm:509) Jan 27 15:47:32 haruhi RT: RT::Handle=HASH(0x7f44816f9840) couldn't execute the query 'SELECT * FROM Attributes WHERE Name = ? AND ObjectType = ? AND ObjectId = ?' at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 522#012#011DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f44816f9840)', 'SELECT * FROM Attributes WHERE Name = ? AND ObjectType = ? A...', 'Pref-RT::System-1', 'RT::User', 12) called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 1207#012#011DBIx::SearchBuilder::Record::_LoadFromSQL('RT::Attribute=HASH(0x7f44838f8f70)', 'SELECT * FROM Attributes WHERE Name = ? AND ObjectType = ? A...', 'Pref-RT::System-1', 'RT::User', 12) called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 1126#012#011DBIx::SearchBuilder::Record::LoadByCols('RT::Attribute=HASH(0x7f44838f8f70)', 'Name', 'Pref-RT::System-1', 'ObjectId', 12, 'ObjectType', 'RT::User') called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record/Cachable.pm line 119#012#011DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::Attribute=HASH(0x7f44838f8f70)', 'Name', 'Pref-RT::System-1', 'ObjectType', 'RT::User', 'ObjectId', 12) called at /opt/rt3/bin/../lib/RT/Record.pm line 350#012#011RT::Record::LoadByCols('RT::Attribute=HASH(0x7f44838f8f70)', 'Name', 'Pref-RT::System-1', 'ObjectType', 'RT::User', 'ObjectId', 12) called at /opt/rt3/bin/../lib/RT/Attribute_Overlay.pm line 209#012#011RT::Attribute::LoadByNameAndObject('RT::Attribute=HASH(0x7f44838f8f70)', 'Object', 'RT::User=HASH(0x7f44838fbf70)', 'Name', 'Pref-RT::System-1') called at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1354#012#011RT::User::Preferences('RT::User=HASH(0x7f44838fbf70)', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/bin/../lib/RT/Config.pm line 654#012#011RT::Config::Get('RT::Config=HASH(0x7f447e15fbb0)', 'MessageBoxRichText', 'RT::CurrentUser=HASH(0x7f44837b21a8)') called at /opt/rt3/share/html/Elements/HeaderJavascript line 57#012#011HTML::Mason::Commands::__ANON__ Jan 27 15:47:32 haruhi RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 509. (/usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm:509) Jan 27 15:47:32 haruhi RT: RT::Handle=HASH(0x7f44816f9840) couldn't execute the query 'SELECT * FROM Attributes WHERE Name = ? AND ObjectType = ? AND ObjectId = ?' at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 522#012#011DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f44816f9840)', 'SELECT * FROM Attributes WHERE Name = ? AND ObjectType = ? A...', 'Pref-RT::System-1', 'RT::User', 12) called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 1207#012#011DBIx::SearchBuilder::Record::_LoadFromSQL('RT::Attribute=HASH(0x7f44837a7380)', 'SELECT * FROM Attributes WHERE Name = ? AND ObjectType = ? A...', 'Pref-RT::System-1', 'RT::User', 12) called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 1126#012#011DBIx::SearchBuilder::Record::LoadByCols('RT::Attribute=HASH(0x7f44837a7380)', 'Name', 'Pref-RT::System-1', 'ObjectId', 12, 'ObjectType', 'RT::User') called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record/Cachable.pm line 119#012#011DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::Attribute=HASH(0x7f44837a7380)', 'Name', 'Pref-RT::System-1', 'ObjectType', 'RT::User', 'ObjectId', 12) called at /opt/rt3/bin/../lib/RT/Record.pm line 350#012#011RT::Record::LoadByCols('RT::Attribute=HASH(0x7f44837a7380)', 'Name', 'Pref-RT::System-1', 'ObjectType', 'RT::User', 'ObjectId', 12) called at /opt/rt3/bin/../lib/RT/Attribute_Overlay.pm line 209#012#011RT::Attribute::LoadByNameAndObject('RT::Attribute=HASH(0x7f44837a7380)', 'Object', 'RT::User=HASH(0x7f4483654400)', 'Name', 'Pref-RT::System-1') called at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1354#012#011RT::User::Preferences('RT::User=HASH(0x7f4483654400)', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/bin/../lib/RT/Config.pm line 654#012#011RT::Config::Get('RT::Config=HASH(0x7f447e15fbb0)', 'MessageBoxRichText', 'RT::CurrentUser=HASH(0x7f44837b21a8)') called at /opt/rt3/share/html/Elements/HeaderJavascript line 70#012#011HTML::Mason::Commands::__ANON__ Jan 27 15:47:32 haruhi RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 509. (/usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm:509) Jan 27 15:47:32 haruhi RT: RT::Handle=HASH(0x7f44816f9840) couldn't execute the query 'SELECT * FROM Attributes WHERE Name = ? AND ObjectType = ? AND ObjectId = ?' at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 522#012#011DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f44816f9840)', 'SELECT * FROM Attributes WHERE Name = ? AND ObjectType = ? A...', 'Pref-RT::System-1', 'RT::User', 12) called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 1207#012#011DBIx::SearchBuilder::Record::_LoadFromSQL('RT::Attribute=HASH(0x7f448392e7d0)', 'SELECT * FROM Attributes WHERE Name = ? AND ObjectType = ? A...', 'Pref-RT::System-1', 'RT::User', 12) called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 1126#012#011DBIx::SearchBuilder::Record::LoadByCols('RT::Attribute=HASH(0x7f448392e7d0)', 'Name', 'Pref-RT::System-1', 'ObjectId', 12, 'ObjectType', 'RT::User') called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record/Cachable.pm line 119#012#011DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::Attribute=HASH(0x7f448392e7d0)', 'Name', 'Pref-RT::System-1', 'ObjectType', 'RT::User', 'ObjectId', 12) called at /opt/rt3/bin/../lib/RT/Record.pm line 350#012#011RT::Record::LoadByCols('RT::Attribute=HASH(0x7f448392e7d0)', 'Name', 'Pref-RT::System-1', 'ObjectType', 'RT::User', 'ObjectId', 12) called at /opt/rt3/bin/../lib/RT/Attribute_Overlay.pm line 209#012#011RT::Attribute::LoadByNameAndObject('RT::Attribute=HASH(0x7f448392e7d0)', 'Object', 'RT::User=HASH(0x7f4483923a90)', 'Name', 'Pref-RT::System-1') called at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1354#012#011RT::User::Preferences('RT::User=HASH(0x7f4483923a90)', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/bin/../lib/RT/Config.pm line 654#012#011RT::Config::Get('RT::Config=HASH(0x7f447e15fbb0)', 'WebDefaultStylesheet', 'RT::CurrentUser=HASH(0x7f44837b21a8)') called at /opt/rt3/share/html/Elements/Header line 76#012#011HTML::Mason::Commands::__ANON__('Code', Jan 27 15:47:32 haruhi RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 509. (/usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm:509) Jan 27 15:47:32 haruhi RT: RT::Handle=HASH(0x7f44816f9840) couldn't execute the query 'SELECT ACL.id, ACL.ObjectType, ACL.ObjectId FROM ACL, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ModifySelf') AND Principals.id = ACL.PrincipalId AND Principals.PrincipalType = 'Group' AND Principals.Disabled = 0 AND CachedGroupMembers.GroupId = ACL.PrincipalId AND CachedGroupMembers.GroupId = Principals.id AND CachedGroupMembers.MemberId = 12 AND CachedGroupMembers.Disabled = 0 AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1)) LIMIT 1' at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 522#012#011DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f44816f9840)', 'SELECT ACL.id, ACL.ObjectType, ACL.ObjectId FROM ACL, Princip...') called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 554#012#011DBIx::SearchBuilder::Handle::FetchResult('RT::Handle=HASH(0x7f44816f9840)', 'SELECT ACL.id, ACL.ObjectType, ACL.ObjectId FROM ACL, Princip...') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 436#012#011RT::Principal::_HasGroupRight('RT::Principal=HASH(0x7f44838efa70)', 'Right', 'ModifySelf', 'EquivObjects', 'ARRAY(0x7f44837a7380)', 'Object', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 375#012#011RT::Principal::_HasRight('RT::Principal=HASH(0x7f44838efa70)', 'Right', 'ModifySelf', 'EquivObjects', 'ARRAY(0x7f44837a7380)', 'Object', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 356#012#011RT::Principal::HasRight('RT::Principal=HASH(0x7f44838efa70)', 'Right', 'ModifySelf', 'Object', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1277#012#011RT::User::HasRight('RT::CurrentUser=HASH(0x7f44837b21a8)', 'Right', 'ModifySelf', 'Object', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/share/html/Elements/PersonalQuickbar line 8H Jan 27 15:47:32 haruhi RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 509. (/usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm:509) Jan 27 15:47:32 haruhi RT: RT::Handle=HASH(0x7f44816f9840) couldn't execute the query 'SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ModifySelf') 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 = 12 AND ACL.PrincipalType = Groups.Type AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1)) AND Groups.Domain = 'RT::System-Role' AND Groups.Instance = '1' LIMIT 1' at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 522#012#011DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f44816f9840)', 'SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMember...') called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 554#012#011DBIx::SearchBuilder::Handle::FetchResult('RT::Handle=HASH(0x7f44816f9840)', 'SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMember...') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 504#012#011RT::Principal::_HasRoleRight('RT::Principal=HASH(0x7f44838efa70)', 'Right', 'ModifySelf', 'EquivObjects', 'ARRAY(0x7f44837a7380)', 'Object', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 379#012#011RT::Principal::_HasRight('RT::Principal=HASH(0x7f44838efa70)', 'Right', 'ModifySelf', 'EquivObjects', 'ARRAY(0x7f44837a7380)', 'Object', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 356#012#011RT::Principal::HasRight('RT::Principal=HASH(0x7f44838efa70)', 'Right', 'ModifySelf', 'Object', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1277#012#011RT::User::HasRight('RT::CurrentUser=HASH(0x7f44837b21a8)', 'Right', 'ModifySelf', 'Object', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/share/html/Elements/Pers Jan 27 15:47:32 haruhi RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 509. (/usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm:509) Jan 27 15:47:32 haruhi RT: RT::Handle=HASH(0x7f44816f9840) couldn't execute the query 'SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ModifySelf') 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 = 12 AND ACL.PrincipalType = Groups.Type AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1)) AND Groups.Domain = 'RT::System-Role' AND Groups.Instance = '1' LIMIT 1' at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 522#012#011DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f44816f9840)', 'SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMember...') called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 554#012#011DBIx::SearchBuilder::Handle::FetchResult('RT::Handle=HASH(0x7f44816f9840)', 'SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMember...') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 504#012#011RT::Principal::_HasRoleRight('RT::Principal=HASH(0x7f44838efa70)', 'Right', 'ModifySelf', 'EquivObjects', 'ARRAY(0x7f44837a7380)', 'Object', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 379#012#011RT::Principal::_HasRight('RT::Principal=HASH(0x7f44838efa70)', 'Right', 'ModifySelf', 'EquivObjects', 'ARRAY(0x7f44837a7380)', 'Object', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 356#012#011RT::Principal::HasRight('RT::Principal=HASH(0x7f44838efa70)', 'Right', 'ModifySelf', 'Object', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1277#012#011RT::User::HasRight('RT::CurrentUser=HASH(0x7f44837b21a8)', 'Right', 'ModifySelf', 'Object', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/share/html/Elements/Pers Jan 27 15:47:32 haruhi RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 509. (/usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm:509) Jan 27 15:47:32 haruhi RT: RT::Handle=HASH(0x7f44816f9840) couldn't execute the query 'SELECT * FROM Attributes WHERE Name = ? AND ObjectType = ? AND ObjectId = ?' at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 522#012#011DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f44816f9840)', 'SELECT * FROM Attributes WHERE Name = ? AND ObjectType = ? A...', 'Pref-RT::System-1', 'RT::User', 12) called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 1207#012#011DBIx::SearchBuilder::Record::_LoadFromSQL('RT::Attribute=HASH(0x7f4483616ec8)', 'SELECT * FROM Attributes WHERE Name = ? AND ObjectType = ? A...', 'Pref-RT::System-1', 'RT::User', 12) called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 1126#012#011DBIx::SearchBuilder::Record::LoadByCols('RT::Attribute=HASH(0x7f4483616ec8)', 'Name', 'Pref-RT::System-1', 'ObjectId', 12, 'ObjectType', 'RT::User') called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record/Cachable.pm line 119#012#011DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::Attribute=HASH(0x7f4483616ec8)', 'Name', 'Pref-RT::System-1', 'ObjectType', 'RT::User', 'ObjectId', 12) called at /opt/rt3/bin/../lib/RT/Record.pm line 350#012#011RT::Record::LoadByCols('RT::Attribute=HASH(0x7f4483616ec8)', 'Name', 'Pref-RT::System-1', 'ObjectType', 'RT::User', 'ObjectId', 12) called at /opt/rt3/bin/../lib/RT/Attribute_Overlay.pm line 209#012#011RT::Attribute::LoadByNameAndObject('RT::Attribute=HASH(0x7f4483616ec8)', 'Object', 'RT::User=HASH(0x7f448392de28)', 'Name', 'Pref-RT::System-1') called at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1354#012#011RT::User::Preferences('RT::User=HASH(0x7f448392de28)', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/bin/../lib/RT/Config.pm line 654#012#011RT::Config::Get('RT::Config=HASH(0x7f447e15fbb0)', 'DefaultQueue', 'RT::CurrentUser=HASH(0x7f44837b21a8)') called at /opt/rt3/share/html/Elements/SelectNewTicketQueue line 49#012#011HTML::Mason::Commands::__ANON__(' Jan 27 15:47:32 haruhi RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 509. (/usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm:509) Jan 27 15:47:32 haruhi RT: RT::Handle=HASH(0x7f44816f9840) couldn't execute the query 'SELECT ACL.id, ACL.ObjectType, ACL.ObjectId FROM ACL, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowConfigTab') AND Principals.id = ACL.PrincipalId AND Principals.PrincipalType = 'Group' AND Principals.Disabled = 0 AND CachedGroupMembers.GroupId = ACL.PrincipalId AND CachedGroupMembers.GroupId = Principals.id AND CachedGroupMembers.MemberId = 12 AND CachedGroupMembers.Disabled = 0 AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1)) LIMIT 1' at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 522#012#011DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f44816f9840)', 'SELECT ACL.id, ACL.ObjectType, ACL.ObjectId FROM ACL, Princip...') called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 554#012#011DBIx::SearchBuilder::Handle::FetchResult('RT::Handle=HASH(0x7f44816f9840)', 'SELECT ACL.id, ACL.ObjectType, ACL.ObjectId FROM ACL, Princip...') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 436#012#011RT::Principal::_HasGroupRight('RT::Principal=HASH(0x7f4483629fd8)', 'Right', 'ShowConfigTab', 'EquivObjects', 'ARRAY(0x7f448392e308)', 'Object', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 375#012#011RT::Principal::_HasRight('RT::Principal=HASH(0x7f4483629fd8)', 'Right', 'ShowConfigTab', 'EquivObjects', 'ARRAY(0x7f448392e308)', 'Object', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 356#012#011RT::Principal::HasRight('RT::Principal=HASH(0x7f4483629fd8)', 'Right', 'ShowConfigTab', 'Object', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1277#012#011RT::User::HasRight('RT::CurrentUser=HASH(0x7f44837b21a8)', 'Right', 'ShowConfigTab', 'Object', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/share/html/Elements/Tabs line Jan 27 15:47:32 haruhi RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 509. (/usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm:509) Jan 27 15:47:32 haruhi RT: RT::Handle=HASH(0x7f44816f9840) couldn't execute the query 'SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowConfigTab') 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 = 12 AND ACL.PrincipalType = Groups.Type AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1)) AND Groups.Domain = 'RT::System-Role' AND Groups.Instance = '1' LIMIT 1' at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 522#012#011DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f44816f9840)', 'SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMember...') called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 554#012#011DBIx::SearchBuilder::Handle::FetchResult('RT::Handle=HASH(0x7f44816f9840)', 'SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMember...') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 504#012#011RT::Principal::_HasRoleRight('RT::Principal=HASH(0x7f4483629fd8)', 'Right', 'ShowConfigTab', 'EquivObjects', 'ARRAY(0x7f448392e308)', 'Object', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 379#012#011RT::Principal::_HasRight('RT::Principal=HASH(0x7f4483629fd8)', 'Right', 'ShowConfigTab', 'EquivObjects', 'ARRAY(0x7f448392e308)', 'Object', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 356#012#011RT::Principal::HasRight('RT::Principal=HASH(0x7f4483629fd8)', 'Right', 'ShowConfigTab', 'Object', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1277#012#011RT::User::HasRight('RT::CurrentUser=HASH(0x7f44837b21a8)', 'Right', 'ShowConfigTab', 'Object', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/share/htm Jan 27 15:47:32 haruhi RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 509. (/usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm:509) Jan 27 15:47:32 haruhi RT: RT::Handle=HASH(0x7f44816f9840) couldn't execute the query 'SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowConfigTab') 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 = 12 AND ACL.PrincipalType = Groups.Type AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1)) AND Groups.Domain = 'RT::System-Role' AND Groups.Instance = '1' LIMIT 1' at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 522#012#011DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f44816f9840)', 'SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMember...') called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 554#012#011DBIx::SearchBuilder::Handle::FetchResult('RT::Handle=HASH(0x7f44816f9840)', 'SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMember...') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 504#012#011RT::Principal::_HasRoleRight('RT::Principal=HASH(0x7f4483629fd8)', 'Right', 'ShowConfigTab', 'EquivObjects', 'ARRAY(0x7f448392e308)', 'Object', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 379#012#011RT::Principal::_HasRight('RT::Principal=HASH(0x7f4483629fd8)', 'Right', 'ShowConfigTab', 'EquivObjects', 'ARRAY(0x7f448392e308)', 'Object', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 356#012#011RT::Principal::HasRight('RT::Principal=HASH(0x7f4483629fd8)', 'Right', 'ShowConfigTab', 'Object', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1277#012#011RT::User::HasRight('RT::CurrentUser=HASH(0x7f44837b21a8)', 'Right', 'ShowConfigTab', 'Object', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/share/htm Jan 27 15:47:32 haruhi RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 509. (/usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm:509) Jan 27 15:47:32 haruhi RT: RT::Handle=HASH(0x7f44816f9840) couldn't execute the query 'SELECT ACL.id, ACL.ObjectType, ACL.ObjectId FROM ACL, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowApprovalsTab') AND Principals.id = ACL.PrincipalId AND Principals.PrincipalType = 'Group' AND Principals.Disabled = 0 AND CachedGroupMembers.GroupId = ACL.PrincipalId AND CachedGroupMembers.GroupId = Principals.id AND CachedGroupMembers.MemberId = 12 AND CachedGroupMembers.Disabled = 0 AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1)) LIMIT 1' at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 522#012#011DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f44816f9840)', 'SELECT ACL.id, ACL.ObjectType, ACL.ObjectId FROM ACL, Princip...') called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 554#012#011DBIx::SearchBuilder::Handle::FetchResult('RT::Handle=HASH(0x7f44816f9840)', 'SELECT ACL.id, ACL.ObjectType, ACL.ObjectId FROM ACL, Princip...') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 436#012#011RT::Principal::_HasGroupRight('RT::Principal=HASH(0x7f4483929250)', 'Right', 'ShowApprovalsTab', 'EquivObjects', 'ARRAY(0x7f4483654400)', 'Object', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 375#012#011RT::Principal::_HasRight('RT::Principal=HASH(0x7f4483929250)', 'Right', 'ShowApprovalsTab', 'EquivObjects', 'ARRAY(0x7f4483654400)', 'Object', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 356#012#011RT::Principal::HasRight('RT::Principal=HASH(0x7f4483929250)', 'Right', 'ShowApprovalsTab', 'Object', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1277#012#011RT::User::HasRight('RT::CurrentUser=HASH(0x7f44837b21a8)', 'Right', 'ShowApprovalsTab', 'Object', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/share/html/Ele Jan 27 15:47:32 haruhi RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 509. (/usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm:509) Jan 27 15:47:32 haruhi RT: RT::Handle=HASH(0x7f44816f9840) couldn't execute the query 'SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowApprovalsTab') 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 = 12 AND ACL.PrincipalType = Groups.Type AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1)) AND Groups.Domain = 'RT::System-Role' AND Groups.Instance = '1' LIMIT 1' at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 522#012#011DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f44816f9840)', 'SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMember...') called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 554#012#011DBIx::SearchBuilder::Handle::FetchResult('RT::Handle=HASH(0x7f44816f9840)', 'SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMember...') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 504#012#011RT::Principal::_HasRoleRight('RT::Principal=HASH(0x7f4483929250)', 'Right', 'ShowApprovalsTab', 'EquivObjects', 'ARRAY(0x7f4483654400)', 'Object', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 379#012#011RT::Principal::_HasRight('RT::Principal=HASH(0x7f4483929250)', 'Right', 'ShowApprovalsTab', 'EquivObjects', 'ARRAY(0x7f4483654400)', 'Object', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 356#012#011RT::Principal::HasRight('RT::Principal=HASH(0x7f4483929250)', 'Right', 'ShowApprovalsTab', 'Object', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1277#012#011RT::User::HasRight('RT::CurrentUser=HASH(0x7f44837b21a8)', 'Right', 'ShowApprovalsTab', 'Object', 'RT::System=HASH(0x7f44834c0548)') called at /op Jan 27 15:47:32 haruhi RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 509. (/usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm:509) Jan 27 15:47:32 haruhi RT: RT::Handle=HASH(0x7f44816f9840) couldn't execute the query 'SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowApprovalsTab') 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 = 12 AND ACL.PrincipalType = Groups.Type AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1)) AND Groups.Domain = 'RT::System-Role' AND Groups.Instance = '1' LIMIT 1' at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 522#012#011DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f44816f9840)', 'SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMember...') called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 554#012#011DBIx::SearchBuilder::Handle::FetchResult('RT::Handle=HASH(0x7f44816f9840)', 'SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMember...') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 504#012#011RT::Principal::_HasRoleRight('RT::Principal=HASH(0x7f4483929250)', 'Right', 'ShowApprovalsTab', 'EquivObjects', 'ARRAY(0x7f4483654400)', 'Object', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 379#012#011RT::Principal::_HasRight('RT::Principal=HASH(0x7f4483929250)', 'Right', 'ShowApprovalsTab', 'EquivObjects', 'ARRAY(0x7f4483654400)', 'Object', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 356#012#011RT::Principal::HasRight('RT::Principal=HASH(0x7f4483929250)', 'Right', 'ShowApprovalsTab', 'Object', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1277#012#011RT::User::HasRight('RT::CurrentUser=HASH(0x7f44837b21a8)', 'Right', 'ShowApprovalsTab', 'Object', 'RT::System=HASH(0x7f44834c0548)') called at /op Jan 27 15:47:32 haruhi RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 509. (/usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm:509) Jan 27 15:47:32 haruhi RT: RT::Handle=HASH(0x7f44816f9840) couldn't execute the query 'SELECT * FROM Attributes WHERE Name = ? AND ObjectType = ? AND ObjectId = ?' at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 522#012#011DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f44816f9840)', 'SELECT * FROM Attributes WHERE Name = ? AND ObjectType = ? A...', 'Pref-RT::System-1', 'RT::User', 12) called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 1207#012#011DBIx::SearchBuilder::Record::_LoadFromSQL('RT::Attribute=HASH(0x7f44839628f8)', 'SELECT * FROM Attributes WHERE Name = ? AND ObjectType = ? A...', 'Pref-RT::System-1', 'RT::User', 12) called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 1126#012#011DBIx::SearchBuilder::Record::LoadByCols('RT::Attribute=HASH(0x7f44839628f8)', 'Name', 'Pref-RT::System-1', 'ObjectId', 12, 'ObjectType', 'RT::User') called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record/Cachable.pm line 119#012#011DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::Attribute=HASH(0x7f44839628f8)', 'Name', 'Pref-RT::System-1', 'ObjectType', 'RT::User', 'ObjectId', 12) called at /opt/rt3/bin/../lib/RT/Record.pm line 350#012#011RT::Record::LoadByCols('RT::Attribute=HASH(0x7f44839628f8)', 'Name', 'Pref-RT::System-1', 'ObjectType', 'RT::User', 'ObjectId', 12) called at /opt/rt3/bin/../lib/RT/Attribute_Overlay.pm line 209#012#011RT::Attribute::LoadByNameAndObject('RT::Attribute=HASH(0x7f44839628f8)', 'Object', 'RT::User=HASH(0x7f44838f9fc8)', 'Name', 'Pref-RT::System-1') called at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1354#012#011RT::User::Preferences('RT::User=HASH(0x7f44838f9fc8)', 'RT::System=HASH(0x7f44834c0548)') called at /opt/rt3/bin/../lib/RT/Config.pm line 654#012#011RT::Config::Get('RT::Config=HASH(0x7f447e15fbb0)', 'WebDefaultStylesheet', 'RT::CurrentUser=HASH(0x7f44837b21a8)') called at /opt/rt3/share/html/Elements/PageLayout line 188#012#011HTML::Mason::Commands::__ANON__('c Jan 27 15:47:32 haruhi RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 509. (/usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm:509) Jan 27 15:47:32 haruhi RT: RT::Handle=HASH(0x7f44816f9840) couldn't execute the query 'SELECT * FROM Tickets WHERE id = ?' at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 522#012#011DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f44816f9840)', 'SELECT * FROM Tickets WHERE id = ?', 3) called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 1207#012#011DBIx::SearchBuilder::Record::_LoadFromSQL('RT::Ticket=HASH(0x7f44837de3e0)', 'SELECT * FROM Tickets WHERE id = ?', 3) called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 1126#012#011DBIx::SearchBuilder::Record::LoadByCols('RT::Ticket=HASH(0x7f44837de3e0)', 'id', 3) called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record/Cachable.pm line 119#012#011DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::Ticket=HASH(0x7f44837de3e0)', 'id', 3) called at /opt/rt3/bin/../lib/RT/Record.pm line 350#012#011RT::Record::LoadByCols('RT::Ticket=HASH(0x7f44837de3e0)', 'id', 3) called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 1141#012#011DBIx::SearchBuilder::Record::LoadById('RT::Ticket=HASH(0x7f44837de3e0)', 3) called at /opt/rt3/bin/../lib/RT/Ticket_Overlay.pm line 169#012#011RT::Ticket::Load('RT::Ticket=HASH(0x7f44837de3e0)', 3) called at /opt/rt3/bin/../lib/RT/Transaction_Overlay.pm line 1086#012#011RT::Transaction::Object('RT::Transaction=HASH(0x7f44836046e8)') called at /opt/rt3/bin/../lib/RT/Transaction_Overlay.pm line 989#012#011RT::Transaction::CurrentUserHasRight('RT::Transaction=HASH(0x7f44836046e8)', 'ShowTicket') called at /opt/rt3/bin/../lib/RT/Transaction_Overlay.pm line 1010#012#011RT::Transaction::CurrentUserCanSee('RT::Transaction=HASH(0x7f44836046e8)') called at /opt/rt3/bin/../lib/RT/Transaction_Overlay.pm line 968#012#011RT::Transaction::_Value('RT::Transaction=HASH(0x7f44836046e8)', 'Type') called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 424#012#011DBIx::SearchBuilder::Record::__AN Jan 27 15:47:32 haruhi RT: HasRight called with no valid object (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:322) Jan 27 15:47:32 haruhi RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 509. (/usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm:509) Jan 27 15:47:32 haruhi RT: RT::Handle=HASH(0x7f44816f9840) couldn't execute the query 'SELECT DISTINCT main.* FROM Scrips main JOIN ScripConditions ScripConditions_1 ON ( ScripConditions_1.id = main.ScripCondition ) WHERE (main.Queue = '1' OR main.Queue = '0') AND (ScripConditions_1.ApplicableTransTypes LIKE '%Any%') AND (main.Stage = 'TransactionBatch') ORDER BY main.Description ASC ' at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 522#012#011DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f44816f9840)', 'SELECT DISTINCT main.* FROM Scrips main JOIN ScripConditions ...') called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder.pm line 236#012#011DBIx::SearchBuilder::_DoSearch('RT::Scrips=HASH(0x7f44837e16d8)') called at /opt/rt3/bin/../lib/RT/Scrips_Overlay.pm line 368#012#011RT::Scrips::_FindScrips('RT::Scrips=HASH(0x7f44837e16d8)', 'Stage', 'TransactionBatch', 'Type', '') called at /opt/rt3/bin/../lib/RT/Scrips_Overlay.pm line 226#012#011RT::Scrips::Prepare('RT::Scrips=HASH(0x7f44837e16d8)', 'Type', '', 'TransactionObj', 'RT::Transaction=HASH(0x7f44836046e8)', 'Ticket', undef, 'TicketObj', 'RT::Ticket=HASH(0x7f44837daf58)', ...) called at /opt/rt3/bin/../lib/RT/Scrips_Overlay.pm line 174#012#011RT::Scrips::Apply('RT::Scrips=HASH(0x7f44837e16d8)', 'Stage', 'TransactionBatch', 'TicketObj', 'RT::Ticket=HASH(0x7f44837daf58)', 'TransactionObj', 'RT::Transaction=HASH(0x7f44836046e8)', 'Type', '', ...) called at /opt/rt3/bin/../lib/RT/Ticket_Overlay.pm line 3206#012#011RT::Ticket::_ApplyTransactionBatch('RT::Ticket=HASH(0x7f44837daf58)') called at /opt/rt3/bin/../lib/RT/Ticket_Overlay.pm line 3239#012#011RT::Ticket::DESTROY('RT::Ticket=HASH(0x7f44837daf58)') called at /usr/local/lib/perl5/site_perl/5.10.0/HTML/Mason/Request.pm line 1274#012#011eval {...} called at /usr/local/lib/perl5/site_perl/5.10.0/HTML/Mason/Request.pm line 1274#012#011HTML::Mason::Request::comp(undef, undef, undef, 'Requestors', 'nombrandue at tsukinokage.net', 'Owner', 12, 'Subject', 'RT ONMS integ Jan 27 15:47:32 haruhi RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 509. (/usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm:509) Jan 27 15:47:32 haruhi RT: RT::Handle=HASH(0x7f44816f9840) couldn't execute the query 'SELECT COUNT(DISTINCT main.id) FROM Scrips main JOIN ScripConditions ScripConditions_1 ON ( ScripConditions_1.id = main.ScripCondition ) WHERE (main.Queue = '1' OR main.Queue = '0') AND (ScripConditions_1.ApplicableTransTypes LIKE '%Any%') AND (main.Stage = 'TransactionBatch') ' at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 522#012#011DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f44816f9840)', 'SELECT COUNT(DISTINCT main.id) FROM Scrips main JOIN ScripCon...') called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder.pm line 292#012#011DBIx::SearchBuilder::_DoCount('RT::Scrips=HASH(0x7f44837e16d8)') called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder.pm line 1392#012#011DBIx::SearchBuilder::Count('RT::Scrips=HASH(0x7f44837e16d8)') called at /opt/rt3/bin/../lib/RT/Scrips_Overlay.pm line 370#012#011RT::Scrips::_FindScrips('RT::Scrips=HASH(0x7f44837e16d8)', 'Stage', 'TransactionBatch', 'Type', '') called at /opt/rt3/bin/../lib/RT/Scrips_Overlay.pm line 226#012#011RT::Scrips::Prepare('RT::Scrips=HASH(0x7f44837e16d8)', 'Type', '', 'TransactionObj', 'RT::Transaction=HASH(0x7f44836046e8)', 'Ticket', undef, 'TicketObj', 'RT::Ticket=HASH(0x7f44837daf58)', ...) called at /opt/rt3/bin/../lib/RT/Scrips_Overlay.pm line 174#012#011RT::Scrips::Apply('RT::Scrips=HASH(0x7f44837e16d8)', 'Stage', 'TransactionBatch', 'TicketObj', 'RT::Ticket=HASH(0x7f44837daf58)', 'TransactionObj', 'RT::Transaction=HASH(0x7f44836046e8)', 'Type', '', ...) called at /opt/rt3/bin/../lib/RT/Ticket_Overlay.pm line 3206#012#011RT::Ticket::_ApplyTransactionBatch('RT::Ticket=HASH(0x7f44837daf58)') called at /opt/rt3/bin/../lib/RT/Ticket_Overlay.pm line 3239#012#011RT::Ticket::DESTROY('RT::Ticket=HASH(0x7f44837daf58)') called at /usr/local/lib/perl5/site_perl/5.10.0/HTML/Mason/Request.pm line 1274#012#011eval {...} called at /usr/local/lib/perl5/site_perl/5.10.0/HTML/Mason/Request.pm line 1274#012#011HTML: Jan 27 15:47:32 haruhi RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 509. (/usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm:509) Jan 27 15:47:32 haruhi RT: RT::Handle=HASH(0x7f44816f9840) couldn't execute the query 'SELECT DISTINCT main.* FROM Scrips main JOIN ScripConditions ScripConditions_1 ON ( ScripConditions_1.id = main.ScripCondition ) WHERE (main.Queue = '1' OR main.Queue = '0') AND (ScripConditions_1.ApplicableTransTypes LIKE '%Any%') AND (main.Stage = 'TransactionBatch') ORDER BY main.Description ASC ' at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 522#012#011DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x7f44816f9840)', 'SELECT DISTINCT main.* FROM Scrips main JOIN ScripConditions ...') called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder.pm line 236#012#011DBIx::SearchBuilder::_DoSearch('RT::Scrips=HASH(0x7f44837e16d8)') called at /usr/local/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder.pm line 504#012#011DBIx::SearchBuilder::Next('RT::Scrips=HASH(0x7f44837e16d8)') called at /opt/rt3/bin/../lib/RT/Scrips_Overlay.pm line 135#012#011RT::Scrips::Next('RT::Scrips=HASH(0x7f44837e16d8)') called at /opt/rt3/bin/../lib/RT/Scrips_Overlay.pm line 230#012#011RT::Scrips::Prepare('RT::Scrips=HASH(0x7f44837e16d8)', 'Type', '', 'TransactionObj', 'RT::Transaction=HASH(0x7f44836046e8)', 'Ticket', undef, 'TicketObj', 'RT::Ticket=HASH(0x7f44837daf58)', ...) called at /opt/rt3/bin/../lib/RT/Scrips_Overlay.pm line 174#012#011RT::Scrips::Apply('RT::Scrips=HASH(0x7f44837e16d8)', 'Stage', 'TransactionBatch', 'TicketObj', 'RT::Ticket=HASH(0x7f44837daf58)', 'TransactionObj', 'RT::Transaction=HASH(0x7f44836046e8)', 'Type', '', ...) called at /opt/rt3/bin/../lib/RT/Ticket_Overlay.pm line 3206#012#011RT::Ticket::_ApplyTransactionBatch('RT::Ticket=HASH(0x7f44837daf58)') called at /opt/rt3/bin/../lib/RT/Ticket_Overlay.pm line 3239#012#011RT::Ticket::DESTROY('RT::Ticket=HASH(0x7f44837daf58)') called at /usr/local/lib/perl5/site_perl/5.10.0/HTML/Mason/Request.pm line 1274#012#011eval {...} called at /usr/local/lib/perl5/site_perl/5.10.0/HTML/Mason/Request.pm line 1274#012#011HTML::Mason::Request::comp(unde Jan 27 15:47:32 haruhi RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.10.0/Apache/Session/Lock/MySQL.pm line 71. (/usr/local/lib/perl5/site_perl/5.10.0/Apache/Session/Lock/MySQL.pm:71) Jan 27 15:47:32 haruhi RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.10.0/Apache/Session/Lock/MySQL.pm line 71. (/usr/local/lib/perl5/site_perl/5.10.0/Apache/Session/Lock/MySQL.pm:71) -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 5544 bytes Desc: S/MIME Cryptographic Signature URL: From nombrandue at tsukinokage.net Wed Jan 27 16:41:42 2010 From: nombrandue at tsukinokage.net (Seann Clark) Date: Wed, 27 Jan 2010 15:41:42 -0600 Subject: [rt-users] (no subject) Message-ID: <4B60B316.8090300@tsukinokage.net> |subscribe| -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 5544 bytes Desc: S/MIME Cryptographic Signature URL: From antonkrall at gmail.com Wed Jan 27 18:43:22 2010 From: antonkrall at gmail.com (Anton Krall) Date: Wed, 27 Jan 2010 17:43:22 -0600 Subject: [rt-users] Automatically adding new tickets as favorites Message-ID: Is there a way to automatically mark new tickets from a queue as favorites for a user (like when the user clicks on the yellow start inside a ticket) without that users actually having to open the ticket and clicking on the start? From ruslan.zakirov at gmail.com Thu Jan 28 01:43:36 2010 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 28 Jan 2010 09:43:36 +0300 Subject: [rt-users] RT: DBD::mysql::st execute failed: MySQL server has gone away at.... In-Reply-To: <4B60BB68.6050202@tsukinokage.net> References: <4B60BB68.6050202@tsukinokage.net> Message-ID: <589c94401001272243n503f17b6yf5431b159b6d4fd0@mail.gmail.com> On Thu, Jan 28, 2010 at 1:17 AM, Seann Clark wrote: > All, > > ? I am having a problem with ticket creation on RT. I am setting up ONMS to > open tickets to RT on alarm, and have had mixed results. Each time the error > RT: DBD::mysql::st execute failed: MySQL server has gone away at module> is the end result and ticket creation fails. On the RPM version on > Fedora 9, it failed, but not quite. It would create the ticket, but ONMS > didn't see the ticket created. I removed the RPM version and compiled RT > from scratch from the most recent stable, to verify if it was something with > the RPM on the 64bit platform, but I get the same results. Nothing on google > was conclusive to this issue, though I found some things on it, the most > common response was to remove and reinstall DBD, which I can't easily do > (production database and this is the only tool that doesn't work with it). > ?I have periodic luck on creating tickets in the web interface though, but > other times I get the same error information as what is below. Do you have GnuPG enabled in RT on this system? If so then disable it and try again. [snip] -- Best regards, Ruslan. From m.seaman at infracaninophile.co.uk Thu Jan 28 04:54:13 2010 From: m.seaman at infracaninophile.co.uk (Matthew Seaman) Date: Thu, 28 Jan 2010 09:54:13 +0000 Subject: [rt-users] mail.log 403 Forbidden In-Reply-To: <4B5F4508.3040709@pop-sp.rnp.br> References: <4B5F4508.3040709@pop-sp.rnp.br> Message-ID: <4B615EC5.5050604@infracaninophile.co.uk> On 26/01/2010 19:39, Wagner Pereira wrote: > What does 403 Forbidden mean in this log? > Command output: Connecting to > https://rtracker.rt.pop-sp.rnp.br/rt//REST/1.0/NoAuth/mail-gateway at > /usr/bin/rt-mailgate-3.6 line 102, <> line 1. An Error Occurred > ================= 403 Forbidden This is /usr/bin/rt-mailgate-3.6 > exiting because of an undefined server error at /usr/bin/rt-mailgate-3.6 > line 150, <> line 1. ) HTTP code 403 means 'permission denied' -- you're trying to access an URL that's not within the web tree the server is configured to serve. If you look in the Apache error log it probably says something along the lines of 'client denied due to server configuration'. I suspect the problem may be the double slash here: https://rtracker.rt.pop-sp.rnp.br/rt//REST/1.0/NoAuth/mail-gateway ^^^ You should be able to paste that URL into a web browser and test the effect of editing that pretty easily. You probably won't get anything displayed in the browser, but look at the Apache log files to see if you get a 2xx or 301 HTTP code (ie Success!) Then its a matter of finding where in the RT configuration you've got an excess '/' character. Cheers, Matthew -- Dr Matthew J Seaman MA, D.Phil. 7 Priory Courtyard Flat 3 PGP: http://www.infracaninophile.co.uk/pgpkey Ramsgate Kent, CT11 9PW From rt-users at jjussi.com Thu Jan 28 04:59:35 2010 From: rt-users at jjussi.com (JJussi) Date: Thu, 28 Jan 2010 11:59:35 +0200 Subject: [rt-users] Error Message-ID: <201001281159.35339.rt-users@jjussi.com> Hi! (using RT 3.8.7) I have made simple Perl script to add users and queues to database. However, I get next error message: RT::User::Validate Unimplemented in RT::Record. (/opt/rt3/lib/RT/Record.pm line 267) Script is: #!/usr/bin/perl # luojono -perl scripti use warnings; use strict; use RT::Interface::CLI qw(CleanEnv); use RT::User; use RT::Queue; use RT::Queues; RT::LoadConfig(); RT::Init(); my $user = RT::User->new($RT::SystemUser); my $queues = new RT::Queues($RT::SystemUser); my $domainosa = 'domain.fi'; my $uid = $user->Create( Name => $vars{nimi}, EmailAddress => $vars{oemail}, RealName => $vars{omistaja}, FreeformContactInfo => 'Tiketti omistaja: '.$vars{kuvaus}, NickName => '', Privileged => 1, Password => , Address1 => '', Address2 => '', City => '', State => '', Zip => '', Country => '', WorkPhone => '', MobilePhone => '', ); my $qid = $queues->Create( Name => $vars{nimi}, Description => $vars{kuvaus}, CorrespondAddress => $vars{nimi}.'@'.$domainosa, CommentAddress => $vars{nimi}.'-comment@'.$domainosa, InitialPriority => $vars{minpri}, FinalPriority => $vars{maxpri}, DefaultDueIn => $vars{maxaika}, ); -- JJussi From torben.nehmer at cancom.de Thu Jan 28 05:55:40 2010 From: torben.nehmer at cancom.de (Nehmer Torben) Date: Thu, 28 Jan 2010 11:55:40 +0100 Subject: [rt-users] Bug: Special Characters in Ticket Subject Message-ID: Hello, we are running RT 3.8.7 (from Debian Packages) together with PostgreSQL 8.4.1 in a German environment. Unfortunalety, we cannot create tickets from the Web Interface (both Quick Create an Full Create) when the subject contains one of our German Special Characters like "?" and the Content is emtpy: [cid:image001.png at 01CAA00F.F00EB610] As soon as I add something into the content area, things work as expected. The same behavior can be observed in the regular Ticket screen. The RT Log shows this, the text in curly Brackets {} are the translations of the error messages from Postgres into English. Note, that the F6 Character code "?" in ISO-8859-1 and consorts, which is the single-byte encoding in use here when Unicode is not used. [Thu Jan 28 10:49:24 2010] [warning]: DBD::Pg::st execute failed: FEHLER: ung?ltige Byte-Sequenz f?r Kodierung ?UTF8?: 0xf6f6f60a {ERROR: Invalid Byte-Sequence for Encoding "UTF-8"} HINT: Dieser Fehler kann auch auftreten, wenn die Bytesequenz nicht mit der Kodierung ?bereinstimmt, die der Server erwartet, welche durch ?client_encoding? bestimmt wird. at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 509. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509) {This error can also occur if the Byte-Sequence does not match with the encoding expected by the server, set through "client_encoding"} [Thu Jan 28 10:49:24 2010] [warning]: RT::Handle=HASH(0x4cc00e8) couldn't execute the query 'INSERT INTO Attachments (ContentType, Parent, Subject, Headers, Creator, MessageId, Created, TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?)' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 522 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x4cc00e8)', 'INSERT INTO Attachments (ContentType, Parent, Subject, Header...', 'text/plain', 0, 'Test ', 'MIME-Version: 1.0\x{a}X-Mailer: MIME-tools 5.427 (Entity 5.427)\x{a}S...', 22, '', '2010-01-28 10:49:24', ...) called at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 357 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x4cc00e8)', 'Attachments', 'ContentType', 'text/plain', 'Parent', 0, 'Subject', 'Test ', 'Headers', ...) called at /usr/share/perl5/DBIx/SearchBuilder/Handle/Pg.pm line 66 DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0x4cc00e8)', 'Attachments', 'ContentType', 'text/plain', 'Parent', 0, 'Subject', 'Test ', 'Headers', ...) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1293 DBIx::SearchBuilder::Record::Create('RT::Attachment=HASH(0x2c16a10)', 'ContentType', 'text/plain', 'Parent', 0, 'Subject', 'Test ', 'Headers', 'MIME-Version: 1.0\x{a}X-Mailer: MIME-tools 5.427 (Entity 5.427)\x{a}S...', ...) called at /usr/share/request-tracker3.8/lib/RT/Record.pm line 289 RT::Record::Create('RT::Attachment=HASH(0x2c16a10)', 'TransactionId', 188101, 'Parent', 0, 'ContentType', 'text/plain', 'Headers', 'MIME-Version: 1.0\x{a}X-Mailer: MIME-tools 5.427 (Entity 5.427)\x{a}S...', ...) called at /usr/share/request-tracker3.8/lib/RT/Attachment_Overlay.pm line 143 RT::Attachment::Create('RT::Attachment=HASH(0x2c16a10)', 'TransactionId', 188101, 'Attachment', 'MIME::Entity=HASH(0x592b468)') called at /usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm line 514 RT::Transaction::_Attach('RT::Transaction=HASH(0x2c10e30)', 'MIME::Entity=HASH(0x592b468)') called at /usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm line 154 RT::Transaction::Create('RT::Transaction=HASH(0x2c10e30)', 'ObjectId', 10150, 'ObjectType', 'RT::Ticket', 'TimeTaken', '', 'Type', 'Create', ...) called at /usr/share/request-tracker3.8/lib/RT/Record.pm line 1457 RT::Record::_NewTransaction('RT::Ticket=HASH(0x5929540)', 'Type', 'Create', 'TimeTaken', '', 'MIMEObj', 'MIME::Entity=HASH(0x592b468)', 'CommitScrips', 1, ...) called at /usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm line 656 RT::Ticket::Create('RT::Ticket=HASH(0x5929540)', 'TimeEstimated', '', 'Status', 'new', 'Queue', 'RequestTracker', 'AdminCc', '', ...) called at /usr/share/request-tracker3.8/lib/RT/Interface/Web.pm line 982 HTML::Mason::Commands::CreateTicket('Attachments', undef, 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', ...) called at /usr/local/share/request-tracker3.8/html/Ticket/Display.html line 117 If you need any more information, please let me know. Thanks in advance, Torben Nehmer ------- Torben Nehmer Diplom Informatiker (FH) Business System Developer CANCOM Deutschland GmbH Messerschmittstr. 20 89343 Scheppach Germany Tel.: +49 8225 - 996-1118 Fax: +49 8225 - 996-41118 torben.nehmer at cancom.de www.cancom.de CANCOM Deutschland GmbH Sitz der Gesellschaft: Jettingen-Scheppach HRB 10653 Memmingen Gesch?ftsf?hrer: Paul Holdschik, Christian Linder Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschlie?lich f?r den Gebrauch durch den Empf?nger bestimmt! This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee! -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 5926 bytes Desc: image001.png URL: From wpereira at pop-sp.rnp.br Thu Jan 28 08:01:21 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Thu, 28 Jan 2010 11:01:21 -0200 Subject: [rt-users] mail.log 403 Forbidden In-Reply-To: <4B618795.20700@infracaninophile.co.uk> References: <4B5F4508.3040709@pop-sp.rnp.br> <4B615EC5.5050604@infracaninophile.co.uk> <4B617FA6.8040707@pop-sp.rnp.br> <4B618795.20700@infracaninophile.co.uk> Message-ID: <4B618AA1.5030506@pop-sp.rnp.br> Matthew, Yes, I am already able to access the RT via web interface: https://rtracker.rt.pop-sp.rnp.br/rt/ That's interesting: when I try to access https://rtracker.rt.pop-sp.rnp.br/rt/REST/1.0 I get: RT/3.6.7 401 Credentials required But, listen: this Best Practical REST's page seems very geek to me! Sincerely, I am not sure if I can do something of that. : ( Thank you 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 Matthew Seaman escreveu: > On 28/01/2010 12:14, Wagner Pereira wrote: > >> Matthew, >> >> I tried to change the /usr/local/bin/rt-mailgate-3.6 line 102, >> eliminating the slash before REST, in line #102, but it is still the >> same thing. The same log. >> >> > > OK. Can you access your RT instance via a web browser in the normal > way? > > What happens if you try following the instructions at the top of > http://wiki.bestpractical.com/view/REST ? ie. Go to: > > https://rtracker.rt.pop-sp.rnp.br/rt/REST/1.0 > > Cheers, > > Matthew > > PS. Can you keep the rt-users mailing list in the loop please? It's to > your advantage as there will be more people potentially able to help. > > From jose.fernandez at naxos-fr.net Thu Jan 28 08:28:34 2010 From: jose.fernandez at naxos-fr.net (=?ISO-8859-1?Q?jos=E9?= fernandez) Date: Thu, 28 Jan 2010 14:28:34 +0100 Subject: [rt-users] Error FASTCGI Message-ID: <1264685314.23565.20.camel@Dream.Developpement> Hello, I installed with RT Perl works fine then I installed RT with FastCGI and access a RT unstable. Indeed I have errors in my log FASTCGI Apache2 and RT is often more accessible. Do you know the cause? [Tue Jan 26 09:11:17 2010] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 6727) terminated due to uncaught signal '11' (Segmentation fault) [Tue Jan 26 09:11:18 2010] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 6801) terminated due to uncaught signal '11' (Segmentation fault) [Tue Jan 26 09:11:18 2010] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has remained running for more than 30 seconds, its restart interval has been restored to 5 seconds [Tue Jan 26 09:11:22 2010] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" restarted (pid 29400) [Tue Jan 26 09:11:27 2010] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" restarted (pid 29402) [Wed Jan 27 11:56:49 2010] [notice] caught SIGTERM, shutting down [Wed Jan 27 11:56:56 2010] [notice] FastCGI: process manager initialized (pid 25066) [Wed Jan 27 11:56:56 2010] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 25068) Thank you -------------- next part -------------- An HTML attachment was scrubbed... URL: From nombrandue at tsukinokage.net Thu Jan 28 08:36:29 2010 From: nombrandue at tsukinokage.net (Seann Clark) Date: Thu, 28 Jan 2010 07:36:29 -0600 Subject: [rt-users] RT: DBD::mysql::st execute failed: MySQL server has gone away at.... In-Reply-To: <589c94401001272243n503f17b6yf5431b159b6d4fd0@mail.gmail.com> References: <4B60BB68.6050202@tsukinokage.net> <589c94401001272243n503f17b6yf5431b159b6d4fd0@mail.gmail.com> Message-ID: <4B6192DD.9060600@tsukinokage.net> On 1/28/2010 12:43 AM, Ruslan Zakirov wrote: > On Thu, Jan 28, 2010 at 1:17 AM, Seann Clark wrote: > >> All, >> >> I am having a problem with ticket creation on RT. I am setting up ONMS to >> open tickets to RT on alarm, and have had mixed results. Each time the error >> RT: DBD::mysql::st execute failed: MySQL server has gone away at> module> is the end result and ticket creation fails. On the RPM version on >> Fedora 9, it failed, but not quite. It would create the ticket, but ONMS >> didn't see the ticket created. I removed the RPM version and compiled RT >> from scratch from the most recent stable, to verify if it was something with >> the RPM on the 64bit platform, but I get the same results. Nothing on google >> was conclusive to this issue, though I found some things on it, the most >> common response was to remove and reinstall DBD, which I can't easily do >> (production database and this is the only tool that doesn't work with it). >> I have periodic luck on creating tickets in the web interface though, but >> other times I get the same error information as what is below. >> > Do you have GnuPG enabled in RT on this system? If so then disable it > and try again. > > > [snip] > > > > yes, I have that disabled. My configure line is: ./configure --enable-graphviz --enable-gd --with-web-user=apache --with-web-group=apache --sysconfdir=/etc/rt3/ I did try originally with GPG, and it broke it worse, so I removed it, deleted the code, unpacked the tarball and recompiled using the config string listed above and I am left with the errors above. The Fedora 9 YUM RPM was doing the same thing as this compiled version as well. ~Seann From m.seaman at infracaninophile.co.uk Thu Jan 28 08:39:16 2010 From: m.seaman at infracaninophile.co.uk (Matthew Seaman) Date: Thu, 28 Jan 2010 13:39:16 +0000 Subject: [rt-users] mail.log 403 Forbidden In-Reply-To: <4B618AA1.5030506@pop-sp.rnp.br> References: <4B5F4508.3040709@pop-sp.rnp.br> <4B615EC5.5050604@infracaninophile.co.uk> <4B617FA6.8040707@pop-sp.rnp.br> <4B618795.20700@infracaninophile.co.uk> <4B618AA1.5030506@pop-sp.rnp.br> Message-ID: <4B619384.4000404@infracaninophile.co.uk> On 28/01/2010 13:01, Wagner Pereira wrote: > Matthew, > > Yes, I am already able to access the RT via web interface: > https://rtracker.rt.pop-sp.rnp.br/rt/ > > That's interesting: when I try to access > https://rtracker.rt.pop-sp.rnp.br/rt/REST/1.0 > > I get: > > RT/3.6.7 401 Credentials required Uh, yes. You should go to https://rtracker.rt.pop-sp.rnp.br/rt/ and log in as usual, then edit the URL bar to go to https://rtracker.rt.pop-sp.rnp.br/rt/REST/1.0 > But, listen: this Best Practical REST's page seems very geek to me! > Sincerely, I am not sure if I can do something of that. : ( Ah. Is the REST interface what you actually want then? It's designed for people to write programs that interact with RT, which does imply a certain degree of "geek". Cheers, Matthew -- Dr Matthew J Seaman MA, D.Phil. 7 Priory Courtyard Flat 3 PGP: http://www.infracaninophile.co.uk/pgpkey Ramsgate Kent, CT11 9PW From wpereira at pop-sp.rnp.br Thu Jan 28 08:53:03 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Thu, 28 Jan 2010 11:53:03 -0200 Subject: [rt-users] mail.log 403 Forbidden In-Reply-To: <4B619384.4000404@infracaninophile.co.uk> References: <4B5F4508.3040709@pop-sp.rnp.br> <4B615EC5.5050604@infracaninophile.co.uk> <4B617FA6.8040707@pop-sp.rnp.br> <4B618795.20700@infracaninophile.co.uk> <4B618AA1.5030506@pop-sp.rnp.br> <4B619384.4000404@infracaninophile.co.uk> Message-ID: <4B6196BF.40709@pop-sp.rnp.br> Dr. Matthew, from Black Earth Consulting : ) Now I've made that: You should go to https://rtracker.rt.pop-sp.rnp.br/rt/ and log in as usual, then edit the URL bar to go to https://rtracker.rt.pop-sp.rnp.br/rt/REST/1.0 And I obtained this: RT/3.6.7 200 Ok # Invalid object specification: '' id: What does this suggest me? -- 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 Matthew Seaman escreveu: > On 28/01/2010 13:01, Wagner Pereira wrote: > >> Matthew, >> >> Yes, I am already able to access the RT via web interface: >> https://rtracker.rt.pop-sp.rnp.br/rt/ >> >> That's interesting: when I try to access >> https://rtracker.rt.pop-sp.rnp.br/rt/REST/1.0 >> >> I get: >> >> RT/3.6.7 401 Credentials required >> > > Uh, yes. You should go to https://rtracker.rt.pop-sp.rnp.br/rt/ and log > in as usual, then edit the URL bar to go to > https://rtracker.rt.pop-sp.rnp.br/rt/REST/1.0 > > > >> But, listen: this Best Practical REST's page seems very geek to me! >> Sincerely, I am not sure if I can do something of that. : ( >> > > Ah. Is the REST interface what you actually want then? It's designed > for people to write programs that interact with RT, which does imply a > certain degree of "geek". > > Cheers, > > Matthew > > From jmoseley at corp.xanadoo.com Thu Jan 28 09:20:34 2010 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Thu, 28 Jan 2010 08:20:34 -0600 Subject: [rt-users] Error FASTCGI In-Reply-To: <1264685314.23565.20.camel@Dream.Developpement> References: <1264685314.23565.20.camel@Dream.Developpement> Message-ID: When you reinstalled, did configure RT with the appropriate FastCGI flag: --with-web-handler=fastcgi What version of FastCGI are you using, Apache or the version included in Redhat's RPM respositories? Lastly, what's your apache configuration look like with respect to FastCGI? 2010/1/28 jos? fernandez > Hello, > > I installed with RT Perl works fine then I installed RT with FastCGI and > access a RT unstable. Indeed I have errors in my log FASTCGI Apache2 and RT > is often more accessible. > Do you know the cause? > > [Tue Jan 26 09:11:17 2010] [warn] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" (pid 6727) terminated due to uncaught > signal '11' (Segmentation fault) > [Tue Jan 26 09:11:18 2010] [warn] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" (pid 6801) terminated due to uncaught > signal '11' (Segmentation fault) > [Tue Jan 26 09:11:18 2010] [warn] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" has remained running for more than 30 > seconds, its restart interval has been restored to 5 seconds > [Tue Jan 26 09:11:22 2010] [warn] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" restarted (pid 29400) > [Tue Jan 26 09:11:27 2010] [warn] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" restarted (pid 29402) > [Wed Jan 27 11:56:49 2010] [notice] caught SIGTERM, shutting down > [Wed Jan 27 11:56:56 2010] [notice] FastCGI: process manager initialized > (pid 25066) > [Wed Jan 27 11:56:56 2010] [warn] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" started (pid 25068)stpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jrummel at imapp.com Thu Jan 28 11:51:23 2010 From: jrummel at imapp.com (Jonathan Rummel) Date: Thu, 28 Jan 2010 08:51:23 -0800 (PST) Subject: [rt-users] RT not sending email In-Reply-To: <4974783E.6020709@gmx.com> References: <4974783E.6020709@gmx.com> Message-ID: <27358540.post@talk.nabble.com> 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. > > I am using RT 3.6 on debian etch with the packages from the etch > repository. I do not want to upgrade to 3.8 at the moment. > > Thank you, > Andreas > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -- View this message in context: http://old.nabble.com/RT-not-sending-email-tp21542621p27358540.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Thu Jan 28 12:17:22 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 28 Jan 2010 12:17:22 -0500 Subject: [rt-users] Automatically adding new tickets as favorites In-Reply-To: References: Message-ID: <20100128171722.GG737@jibsheet.com> On Wed, Jan 27, 2010 at 05:43:22PM -0600, Anton Krall wrote: > Is there a way to automatically mark new tickets from a queue as favorites > for a user (like when the user clicks on the yellow start inside a ticket) > without that users actually having to open the ticket and clicking on the > start? Read the code in share/html/Ticket/Elements/Bookmark and port it into an On Create Scrip -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Jan 28 12:21:00 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 28 Jan 2010 12:21:00 -0500 Subject: [rt-users] Error In-Reply-To: <201001281159.35339.rt-users@jjussi.com> References: <201001281159.35339.rt-users@jjussi.com> Message-ID: <20100128172100.GH737@jibsheet.com> On Thu, Jan 28, 2010 at 11:59:35AM +0200, JJussi wrote: > Hi! > (using RT 3.8.7) > I have made simple Perl script to add users and queues to database. > However, I get next error message: > RT::User::Validate Unimplemented in RT::Record. (/opt/rt3/lib/RT/Record.pm line 267) Most likely, one of the elements of %vars is undef and causing the list you're passing to Create to contain an empty key. -kevin > Script is: > #!/usr/bin/perl > # luojono -perl scripti > use warnings; > use strict; > use RT::Interface::CLI qw(CleanEnv); > use RT::User; > use RT::Queue; > use RT::Queues; > > RT::LoadConfig(); > RT::Init(); > > my $user = RT::User->new($RT::SystemUser); > my $queues = new RT::Queues($RT::SystemUser); > > my $domainosa = 'domain.fi'; > > my $uid = $user->Create( > Name => $vars{nimi}, > EmailAddress => $vars{oemail}, > RealName => $vars{omistaja}, > FreeformContactInfo > => 'Tiketti omistaja: '.$vars{kuvaus}, > NickName => '', > Privileged => 1, > Password => , > Address1 => '', > Address2 => '', > City => '', > State => '', > Zip => '', > Country => '', > WorkPhone => '', > MobilePhone => '', > ); > > my $qid = $queues->Create( > Name => $vars{nimi}, > Description => $vars{kuvaus}, > CorrespondAddress => $vars{nimi}.'@'.$domainosa, > CommentAddress => $vars{nimi}.'-comment@'.$domainosa, > InitialPriority => $vars{minpri}, > FinalPriority => $vars{maxpri}, > DefaultDueIn => $vars{maxaika}, > ); > > -- > 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 Jan 28 12:24:59 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 28 Jan 2010 12:24:59 -0500 Subject: [rt-users] Bug: Special Characters in Ticket Subject In-Reply-To: References: Message-ID: <20100128172459.GI737@jibsheet.com> On Thu, Jan 28, 2010 at 11:55:40AM +0100, Nehmer Torben wrote: > > we are running RT 3.8.7 (from Debian Packages) together with PostgreSQL 8.4.1 in a German > environment. There are some patches in 3.8-trunk (the merge of the another_utf8_rework branch) that should resolve this issue. -kevin > > Unfortunalety, we cannot create tickets from the Web Interface (both Quick Create an Full > Create) when the subject contains one of our German Special Characters like "oe" and the > Content is emtpy: > > > > > > As soon as I add something into the content area, things work as expected. The same behavior > can be observed in the regular Ticket screen. > > > > The RT Log shows this, the text in curly Brackets {} are the translations of the error > messages from Postgres into English. Note, that the F6 Character code "oe" in ISO-8859-1 and > consorts, which is the single-byte encoding in use here when Unicode is not used. > > > > [Thu Jan 28 10:49:24 2010] [warning]: DBD::Pg::st execute failed: FEHLER: ungueltige > Byte-Sequenz fuer Kodierung >>UTF8<<: 0xf6f6f60a {ERROR: Invalid Byte-Sequence for Encoding > "UTF-8"} > > HINT: Dieser Fehler kann auch auftreten, wenn die Bytesequenz nicht mit der Kodierung > uebereinstimmt, die der Server erwartet, welche durch >>client_encoding<< bestimmt wird. at > /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 509. > (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509) {This error can also occur if the > Byte-Sequence does not match with the encoding expected by the server, set through > "client_encoding"} > > [Thu Jan 28 10:49:24 2010] [warning]: RT::Handle=HASH(0x4cc00e8) couldn't execute the query > 'INSERT INTO Attachments (ContentType, Parent, Subject, Headers, Creator, MessageId, Created, > TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?)' at > /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 522 > > DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x4cc00e8)', 'INSERT INTO > Attachments (ContentType, Parent, Subject, Header...', 'text/plain', 0, 'Test ', > 'MIME-Version: 1.0\x{a}X-Mailer: MIME-tools 5.427 (Entity 5.427)\x{a}S...', 22, '', > '2010-01-28 10:49:24', ...) called at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 357 > > DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x4cc00e8)', 'Attachments', > 'ContentType', 'text/plain', 'Parent', 0, 'Subject', 'Test ', 'Headers', ...) > called at /usr/share/perl5/DBIx/SearchBuilder/Handle/Pg.pm line 66 > > DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0x4cc00e8)', 'Attachments', > 'ContentType', 'text/plain', 'Parent', 0, 'Subject', 'Test ', 'Headers', ...) > called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1293 > > DBIx::SearchBuilder::Record::Create('RT::Attachment=HASH(0x2c16a10)', 'ContentType', > 'text/plain', 'Parent', 0, 'Subject', 'Test > > ', 'Headers', 'MIME-Version: 1.0\x{a}X-Mailer: MIME-tools 5.427 (Entity > 5.427)\x{a}S...', ...) called at /usr/share/request-tracker3.8/lib/RT/Record.pm line 289 > > RT::Record::Create('RT::Attachment=HASH(0x2c16a10)', 'TransactionId', 188101, 'Parent', 0, > 'ContentType', 'text/plain', 'Headers', 'MIME-Version: 1.0\x{a}X-Mailer: MIME-tools 5.427 > (Entity 5.427)\x{a}S...', ...) called at > /usr/share/request-tracker3.8/lib/RT/Attachment_Overlay.pm line 143 > > RT::Attachment::Create('RT::Attachment=HASH(0x2c16a10)', 'TransactionId', 188101, > 'Attachment', 'MIME::Entity=HASH(0x592b468)') called at > /usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm line 514 > > RT::Transaction::_Attach('RT::Transaction=HASH(0x2c10e30)', 'MIME::Entity=HASH(0x592b468)') > called at /usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm line 154 > > RT::Transaction::Create('RT::Transaction=HASH(0x2c10e30)', 'ObjectId', 10150, 'ObjectType', > 'RT::Ticket', 'TimeTaken', '', 'Type', 'Create', ...) called at > /usr/share/request-tracker3.8/lib/RT/Record.pm line 1457 > > RT::Record::_NewTransaction('RT::Ticket=HASH(0x5929540)', 'Type', 'Create', 'TimeTaken', '', > 'MIMEObj', 'MIME::Entity=HASH(0x592b468)', 'CommitScrips', 1, ...) called at > /usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm line 656 > > RT::Ticket::Create('RT::Ticket=HASH(0x5929540)', 'TimeEstimated', '', 'Status', 'new', > 'Queue', 'RequestTracker', 'AdminCc', '', ...) called at > /usr/share/request-tracker3.8/lib/RT/Interface/Web.pm line 982 > > HTML::Mason::Commands::CreateTicket('Attachments', undef, 'TimeEstimated', '', 'Status', > 'new', 'new-DependsOn', '', 'Queue', ...) called at > /usr/local/share/request-tracker3.8/html/Ticket/Display.html line 117 > > If you need any more information, please let me know. > > > > Thanks in advance, > Torben Nehmer > > ------- > Torben Nehmer > Diplom Informatiker (FH) > Business System Developer > > CANCOM Deutschland GmbH > Messerschmittstr. 20 > 89343 Scheppach > Germany > > Tel.: +49 8225 - 996-1118 > Fax: +49 8225 - 996-41118 > [1]torben.nehmer at cancom.de > [2]www.cancom.de > > CANCOM Deutschland GmbH > Sitz der Gesellschaft: Jettingen-Scheppach > HRB 10653 Memmingen > Geschaeftsfuehrer: Paul Holdschik, Christian Linder > > Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschliesslich fuer den > Gebrauch durch den Empfaenger bestimmt! > This e-mail and any files transmitted with it are confidential intended solely for the use of > the addressee! > > > > References > > Visible links > 1. mailto:torben.nehmer at cancom.de > 2. http://www.cancom.de/ > _______________________________________________ > 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 rt-users at jjussi.com Thu Jan 28 12:52:01 2010 From: rt-users at jjussi.com (JJussi) Date: Thu, 28 Jan 2010 19:52:01 +0200 Subject: [rt-users] Error In-Reply-To: <20100128172100.GH737@jibsheet.com> References: <201001281159.35339.rt-users@jjussi.com> <20100128172100.GH737@jibsheet.com> Message-ID: <201001281952.02029.rt-users@jjussi.com> On Thursday, 28. Januaryta 2010 19:21:00 Kevin Falcone wrote: Hi! Yes and no.. Actually it was that password what was not set to anything 'Password =>,' :-( (stupid simple typo-error) > On Thu, Jan 28, 2010 at 11:59:35AM +0200, JJussi wrote: > > Hi! > > (using RT 3.8.7) > > I have made simple Perl script to add users and queues to database. > > However, I get next error message: > > RT::User::Validate Unimplemented in RT::Record. > > (/opt/rt3/lib/RT/Record.pm line 267) > > Most likely, one of the elements of %vars is undef and causing the > list you're passing to Create to contain an empty key. > > -kevin > > > Script is: > > #!/usr/bin/perl > > # luojono -perl scripti > > use warnings; > > use strict; > > use RT::Interface::CLI qw(CleanEnv); > > use RT::User; > > use RT::Queue; > > use RT::Queues; > > > > RT::LoadConfig(); > > RT::Init(); > > > > my $user = RT::User->new($RT::SystemUser); > > my $queues = new RT::Queues($RT::SystemUser); > > > > my $domainosa = 'domain.fi'; > > > > my $uid = $user->Create( > > Name => $vars{nimi}, > > EmailAddress => $vars{oemail}, > > RealName => $vars{omistaja}, > > FreeformContactInfo > > => 'Tiketti omistaja: '.$vars{kuvaus}, > > NickName => '', > > Privileged => 1, > > Password => , > > Address1 => '', > > Address2 => '', > > City => '', > > State => '', > > Zip => '', > > Country => '', > > WorkPhone => '', > > MobilePhone => '', > > ); > > > > my $qid = $queues->Create( > > Name => $vars{nimi}, > > Description => $vars{kuvaus}, > > CorrespondAddress => $vars{nimi}.'@'.$domainosa, > > CommentAddress => $vars{nimi}.'-comment@'.$domainosa, > > InitialPriority => $vars{minpri}, > > FinalPriority => $vars{maxpri}, > > DefaultDueIn => $vars{maxaika}, > > ); > -- Skype-puhelut: jjussi Jussi J??skel?inen http://www.jjussi.com Culus: my bug with openssh appears to be fixed in 2.5.2, but master runs 2.3.0 Don't even start I just did. You guys are going to drive me to build a huge giant robot and destroy all of texas, aren't you? From mneuschafer at nationalstoresinc.com Thu Jan 28 12:55:30 2010 From: mneuschafer at nationalstoresinc.com (Michael Neuschafer) Date: Thu, 28 Jan 2010 09:55:30 -0800 Subject: [rt-users] CallBack for Requester field to be Blank? Message-ID: <323E0713A7B4BB448FE88038747ABBAC0567B045@hqsvr03.nationalmail> Is there a callback to make Requester field blank on creating a ticket? I don't like having it prefilled with current user email address. Thanks, Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Thu Jan 28 13:17:45 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Thu, 28 Jan 2010 10:17:45 -0800 Subject: [rt-users] RT Config settings Message-ID: <4B61D4C9.5070407@lbl.gov> TO list, I noticed the format/syntax for some settings has changed in 3.8.x from 3.6.x. (thanks Ruslan). Inmost cases, it went from "@xxxxx)" to Set(@xxxx)". This happened for active and inactive as well as "@LogToSyslogConf = ( )" to Set[@LogToSyslogConf = ()]; So my question is "What happened to "@MailPlugins = (qw);"? I can't even find it anymore. Did it get replaced by something? Thanks. Kenn LBNL** -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Jan 28 13:23:34 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 28 Jan 2010 13:23:34 -0500 Subject: [rt-users] RT Config settings In-Reply-To: <4B61D4C9.5070407@lbl.gov> References: <4B61D4C9.5070407@lbl.gov> Message-ID: <20100128182334.GJ737@jibsheet.com> On Thu, Jan 28, 2010 at 10:17:45AM -0800, Ken Crocker wrote: > TO list, > > I noticed the format/syntax for some settings has changed in 3.8.x from 3.6.x. (thanks > Ruslan). Inmost cases, it went from "@xxxxx)" to Set(@xxxx)". This happened for active and > inactive as well as "@LogToSyslogConf = ( )" to Set[@LogToSyslogConf = ()]; So my question is > "What happened to "@MailPlugins = (qw);"? I can't even find it anymore. Did it get replaced > by something? Thanks. Kenn You may want to peruse UPGRADING === UPGRADING FROM 3.6.X and earlier - Changes: ... Config format has been made stricter. All options MUST be set using Set function, no more "@XXX = (...) unless @XXX;". Use "Set(@XXX, ...);" instead. === -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From howie at thingy.com Thu Jan 28 13:24:04 2010 From: howie at thingy.com (Howard Jones) Date: Thu, 28 Jan 2010 18:24:04 +0000 Subject: [rt-users] Upgrade 3.6.5->3.8.7: Duplicate entry '' for key 2 In-Reply-To: <20100126204956.GA737@jibsheet.com> References: <4B5F1E26.8010400@thingy.com> <20100126204956.GA737@jibsheet.com> Message-ID: <4B61D644.7070804@thingy.com> Kevin Falcone wrote: > Temporarily drop the unique constraint on Name and rerun the > conversion, then look for duplicated usernames / usernames that are > blank. That'll give you an id that you can use to clean up the name > in the original content before you do your final cutover. > Thanks Kevin, that did the trick nicely. Now I just need to find a convenient hour to do the real upgrade... Cheers, Howie From kfcrocker at lbl.gov Thu Jan 28 13:44:52 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Thu, 28 Jan 2010 10:44:52 -0800 Subject: [rt-users] RT Config settings In-Reply-To: <20100128182334.GJ737@jibsheet.com> References: <4B61D4C9.5070407@lbl.gov> <20100128182334.GJ737@jibsheet.com> Message-ID: <4B61DB24.2090404@lbl.gov> Kevin, I did. However, I noticed in the RT_Config.pm file that the "@MailPlugins" didn't change, hence my question. Kenn LBNL On 1/28/2010 10:23 AM, Kevin Falcone wrote: > On Thu, Jan 28, 2010 at 10:17:45AM -0800, Ken Crocker wrote: > >> TO list, >> >> I noticed the format/syntax for some settings has changed in 3.8.x from 3.6.x. (thanks >> Ruslan). Inmost cases, it went from "@xxxxx)" to Set(@xxxx)". This happened for active and >> inactive as well as "@LogToSyslogConf = ( )" to Set[@LogToSyslogConf = ()]; So my question is >> "What happened to "@MailPlugins = (qw);"? I can't even find it anymore. Did it get replaced >> by something? Thanks. >> > > Kenn > > You may want to peruse UPGRADING > > === > UPGRADING FROM 3.6.X and earlier - Changes: > > ... > > Config format has been made stricter. All options MUST be set using Set > function, no more "@XXX = (...) unless @XXX;". Use "Set(@XXX, ...);" > instead. > === > > -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 ruslan.zakirov at gmail.com Thu Jan 28 13:41:22 2010 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 28 Jan 2010 21:41:22 +0300 Subject: [rt-users] CallBack for Requester field to be Blank? In-Reply-To: <323E0713A7B4BB448FE88038747ABBAC0567B045@hqsvr03.nationalmail> References: <323E0713A7B4BB448FE88038747ABBAC0567B045@hqsvr03.nationalmail> Message-ID: <589c94401001281041p16666ea4s5b5a6a8bd17775e9@mail.gmail.com> Michael, please, don't resend the same question twice to the mailing lists. On Thu, Jan 28, 2010 at 8:55 PM, Michael Neuschafer wrote: > Is there a callback to make Requester field blank on creating a ticket?? I > don?t like having it prefilled with current user email address. > > > > Thanks, > > > > 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 > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Thu Jan 28 13:43:03 2010 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 28 Jan 2010 21:43:03 +0300 Subject: [rt-users] Make requester field blank on opening a ticket In-Reply-To: <323E0713A7B4BB448FE88038747ABBAC0567AF17@hqsvr03.nationalmail> References: <323E0713A7B4BB448FE88038747ABBAC0567AE40@hqsvr03.nationalmail> <589c94401001270023j7af7b6a0gbe02deccc4273ade@mail.gmail.com> <323E0713A7B4BB448FE88038747ABBAC0567AF17@hqsvr03.nationalmail> Message-ID: <589c94401001281043i67e8a1a6t68f4fc04b8629415@mail.gmail.com> Just replace line <& /Elements/EmailInput, Name => 'Requestors', Size => '40', Default => $ARGS{Requestors} || $session{CurrentUser}->EmailAddress &> with <& /Elements/EmailInput, Name => 'Requestors', Size => '40', Default => $ARGS{Requestors} &> Clean mason cache, restart server. I think this is the easiest way to handle this. On Wed, Jan 27, 2010 at 9:01 PM, Michael Neuschafer wrote: > What's the best way to modify the script without breaking anything? ?I just want the requester to show blank and not the current users email addy. > > Thanks, > -------------------------------------------------------- > > > > <&|/l&>Requestors: > > > <& /Elements/EmailInput, Name => 'Requestors', Size => '40', Default => $ARGS{Requestors} || $session{CurrentUser}->EmailAddress &> > > > -------------------------------------------------------- > > Michael Neuschafer > PC Support Specialist > National Stores Inc. > (310) 436 - 2150 > > -----Original Message----- > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > Sent: Wednesday, January 27, 2010 12:24 AM > To: Michael Neuschafer > Cc: RT-Users at lists.bestpractical.com > Subject: Re: [rt-users] Make requester field blank on opening a ticket > > On Wed, Jan 27, 2010 at 2:22 AM, Michael Neuschafer > wrote: >> Is there a way to make requester field blank on opening a ticket.? When I go >> and create a ticket my email addy is in the requester field. > > Hello, Mechael. > > With a tiny hack in share/html/Create.html, grep for Requestors. I > think it's abvious what you should delete there. > >> Thanks, > > -- > Best regards, Ruslan. > > -- Best regards, Ruslan. From jpierce at cambridgeenergyalliance.org Thu Jan 28 13:49:47 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 28 Jan 2010 13:49:47 -0500 Subject: [rt-users] RT Config settings In-Reply-To: <4B61DB24.2090404@lbl.gov> References: <4B61D4C9.5070407@lbl.gov> <20100128182334.GJ737@jibsheet.com> <4B61DB24.2090404@lbl.gov> Message-ID: > I did. However, I noticed in the RT_Config.pm file that the "@MailPlugins" > didn't change, hence my question. Which was not at all clearly stated. >From my local config: Set(@MailPlugins, qw'Filter::SpamAssassin Auth::MailFrom'); It's documented in RT_Config.pm. It just seems that the default is an implicit null list. From allen+rtlist at crystalfontz.com Thu Jan 28 14:03:28 2010 From: allen+rtlist at crystalfontz.com (Allen) Date: Thu, 28 Jan 2010 11:03:28 -0800 Subject: [rt-users] Make requester field blank on opening a ticket Message-ID: <885d981e1001281103p25ce4b68pc4004f6e1309a03f@mail.gmail.com> > With a tiny hack in share/html/Create.html, grep for Requestors. I > think it's abvious what you should delete there. Copy share/html/Create.html to your "local" share/html/Create.html and then edit the file there. If you don't know what I mean by "local" directory, search the wiki to find out. Change the script like this "universal diff" says: <&|/l&>Requestors: -<& /Elements/EmailInput, Name => 'Requestors', Size => '40', Default => $ARGS{Requestors} || $session{CurrentUser}->EmailAddress &> +<& /Elements/EmailInput, Name => 'Requestors', Size => '40', Default => $ARGS{Requestors} || '' &> Save the file and restart the webserver. Allen From kfcrocker at lbl.gov Thu Jan 28 14:16:09 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Thu, 28 Jan 2010 11:16:09 -0800 Subject: [rt-users] RT Config settings In-Reply-To: References: <4B61D4C9.5070407@lbl.gov> <20100128182334.GJ737@jibsheet.com> <4B61DB24.2090404@lbl.gov> Message-ID: <4B61E279.80707@lbl.gov> Jerrad, AH! Kool. Sorry for the confusion. Kenn LBNL On 1/28/2010 10:49 AM, Jerrad Pierce wrote: >> I did. However, I noticed in the RT_Config.pm file that the "@MailPlugins" >> didn't change, hence my question. >> > Which was not at all clearly stated. > > >From my local config: > > Set(@MailPlugins, qw'Filter::SpamAssassin Auth::MailFrom'); > > It's documented in RT_Config.pm. It just seems that the default is an > implicit null list. > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mneuschafer at nationalstoresinc.com Thu Jan 28 14:41:42 2010 From: mneuschafer at nationalstoresinc.com (Michael Neuschafer) Date: Thu, 28 Jan 2010 11:41:42 -0800 Subject: [rt-users] Make requester field blank on opening a ticket In-Reply-To: <589c94401001281043i67e8a1a6t68f4fc04b8629415@mail.gmail.com> References: <323E0713A7B4BB448FE88038747ABBAC0567AE40@hqsvr03.nationalmail> <589c94401001270023j7af7b6a0gbe02deccc4273ade@mail.gmail.com> <323E0713A7B4BB448FE88038747ABBAC0567AF17@hqsvr03.nationalmail> <589c94401001281043i67e8a1a6t68f4fc04b8629415@mail.gmail.com> Message-ID: <323E0713A7B4BB448FE88038747ABBAC0567B083@hqsvr03.nationalmail> Thanks a bunch. Michael Neuschafer PC Support Specialist National Stores Inc. (310) 436 - 2150 -----Original Message----- From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: Thursday, January 28, 2010 10:43 AM To: Michael Neuschafer Cc: RT-Users at lists.bestpractical.com Subject: Re: [rt-users] Make requester field blank on opening a ticket Just replace line <& /Elements/EmailInput, Name => 'Requestors', Size => '40', Default => $ARGS{Requestors} || $session{CurrentUser}->EmailAddress &> with <& /Elements/EmailInput, Name => 'Requestors', Size => '40', Default => $ARGS{Requestors} &> Clean mason cache, restart server. I think this is the easiest way to handle this. On Wed, Jan 27, 2010 at 9:01 PM, Michael Neuschafer wrote: > What's the best way to modify the script without breaking anything? ?I just want the requester to show blank and not the current users email addy. > > Thanks, > -------------------------------------------------------- > > > > <&|/l&>Requestors: > > > <& /Elements/EmailInput, Name => 'Requestors', Size => '40', Default => $ARGS{Requestors} || $session{CurrentUser}->EmailAddress &> > > > -------------------------------------------------------- > > Michael Neuschafer > PC Support Specialist > National Stores Inc. > (310) 436 - 2150 > > -----Original Message----- > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > Sent: Wednesday, January 27, 2010 12:24 AM > To: Michael Neuschafer > Cc: RT-Users at lists.bestpractical.com > Subject: Re: [rt-users] Make requester field blank on opening a ticket > > On Wed, Jan 27, 2010 at 2:22 AM, Michael Neuschafer > wrote: >> Is there a way to make requester field blank on opening a ticket.? When I go >> and create a ticket my email addy is in the requester field. > > Hello, Mechael. > > With a tiny hack in share/html/Create.html, grep for Requestors. I > think it's abvious what you should delete there. > >> Thanks, > > -- > Best regards, Ruslan. > > -- Best regards, Ruslan. From martin.brenner at whitfieldschool.org Thu Jan 28 14:11:15 2010 From: martin.brenner at whitfieldschool.org (Brenner, Martin) Date: Thu, 28 Jan 2010 13:11:15 -0600 Subject: [rt-users] Asset Tracker on a new install of RT Message-ID: <7bee9a771001281111t5f00c6e3k92fe2ee2b689259@mail.gmail.com> 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. Thanks, Martin Martin Brenner Head Librarian Whitfield School 175 S Mason Rd St. Louis MO 63141 -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Thu Jan 28 14:49:31 2010 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Thu, 28 Jan 2010 20:49:31 +0100 Subject: [rt-users] Asset Tracker on a new install of RT Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F9364C@w3hamboex11.ger.win.int.kn> Search the list, a few days i had the same problem, there was a easy solution posted. Torsten Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnett?, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne ________________________________ Von: rt-users-bounces at lists.bestpractical.com An: RT-Users at lists.bestpractical.com Gesendet: Thu Jan 28 20:11:15 2010 Betreff: [rt-users] Asset Tracker on a new install of RT 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. Thanks, Martin Martin Brenner Head Librarian Whitfield School 175 S Mason Rd St. Louis MO 63141 -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Thu Jan 28 15:05:31 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Thu, 28 Jan 2010 12:05:31 -0800 Subject: [rt-users] Another RT upgrade question Message-ID: <4B61EE0B.8040904@lbl.gov> To list, I had thought I heard that the latest version of RT (3.8.7) allowed for Custom FIelds to be defined as "Date" and a user could select a date from a calender like on other RT "ticket" date fields. Is that so? If so, how do I do it? Thanks. Kenn LBNL From jpierce at cambridgeenergyalliance.org Thu Jan 28 15:11:43 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 28 Jan 2010 15:11:43 -0500 Subject: [rt-users] Another RT upgrade question In-Reply-To: <4B61EE0B.8040904@lbl.gov> References: <4B61EE0B.8040904@lbl.gov> Message-ID: > I had thought I heard that the latest version of RT (3.8.7) allowed for > Custom FIelds to be defined as "Date" and a user could select a date > from a calender like on other RT "ticket" date fields. Is that so? If > so, how do I do it? ?Thanks. News to me. The major CF feature in 3.8.7 is nested categories, and in versions before that autocomplete. From PBarton at iesi.com Thu Jan 28 15:10:52 2010 From: PBarton at iesi.com (Peter Barton) Date: Thu, 28 Jan 2010 14:10:52 -0600 Subject: [rt-users] Binary Character Set In-Reply-To: <4B61EE0B.8040904@lbl.gov> References: <4B61EE0B.8040904@lbl.gov> Message-ID: This may be more appropriate in a MySQL list, but I figured I would give it a shot. I am upgrading from MySQL 4.0 ro MySQL 5.0.51 and according to the UPGRADE readme I need to export/import as binary. Here is what I get when I try to export binary: mysqldump: Character set 'binary' is not a compiled character set and is not specified in the '/usr/share/mysql/charsets/Index' file There does not seem to be much in the way of how to add character sets to MySQL. Can anyone give me some direction here? ---------- Peter Barton From jesse at bestpractical.com Thu Jan 28 15:31:03 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 28 Jan 2010 12:31:03 -0800 Subject: [rt-users] Multi-level ticket classification In-Reply-To: <1263605796.6075.79.camel@maclem-ether.ius.cc> References: <1263605796.6075.79.camel@maclem-ether.ius.cc> Message-ID: <20100128203103.GM24384@bestpractical.com> On Fri 15.Jan'10 at 21:06:36 -0430, Luis E. Mu?oz wrote: > Hi there, > > A customer requested to have a "multi-level" ticket classification. > Issues would be assigned an "activity type" through a custom field. > Then, a second custom field would need to be set, whose values depend on > the first. > > Think of: > > NetworkFailure --> (Layer2, Layer3, ...) > AppFailure --> (LockUp, WrongOutput, ...) > > The left hand side would be a category (first level of classification) > and the right hand side would be a sub-category (second level of > classification). > > This means you could have a ticket with Category=NetworkFailure and > SubCategory=Layer3 but you could never have a ticket with > Category=NetworkFailure and SubCategory=WrongOutput. > > Ideally, we want to model this using custom fields. At the start, a > Category CF would be displayed, with all the possible values. Upon > selection of a specific category, a SubCategory CF would be populated > with only the values that make sense for the selected category. Play with the new multi-level custom fields we introduced in 3.8.6 or so. They may be what you want. From kfcrocker at lbl.gov Thu Jan 28 15:36:33 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Thu, 28 Jan 2010 12:36:33 -0800 Subject: [rt-users] Another RT upgrade question In-Reply-To: References: <4B61EE0B.8040904@lbl.gov> Message-ID: <4B61F551.2010607@lbl.gov> Jerrad, OH well. Guess I heard wrong. Too bad. It seems to me that would be a feature many would like. Kenn LBNL On 1/28/2010 12:11 PM, Jerrad Pierce wrote: >> I had thought I heard that the latest version of RT (3.8.7) allowed for >> Custom FIelds to be defined as "Date" and a user could select a date >> from a calender like on other RT "ticket" date fields. Is that so? If >> so, how do I do it? Thanks. >> > News to me. The major CF feature in 3.8.7 is nested categories, > and in versions before that autocomplete. > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jpierce at cambridgeenergyalliance.org Thu Jan 28 17:39:32 2010 From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce) Date: Thu, 28 Jan 2010 17:39:32 -0500 Subject: [rt-users] Another RT upgrade question In-Reply-To: <4B61F551.2010607@lbl.gov> References: <4B61EE0B.8040904@lbl.gov> <4B61F551.2010607@lbl.gov> Message-ID: There's been discussion of a submitted patch & 3.8.5, which you participated in: http://www.gossamer-threads.com/lists/rt/users/88354?search_string=custom-field%20date;#88354 But it's obviously not yet been accepted. -- Cambridge Energy Alliance: Save money. Save the planet. From kfcrocker at lbl.gov Thu Jan 28 18:00:46 2010 From: kfcrocker at lbl.gov (Ken Crocker) Date: Thu, 28 Jan 2010 15:00:46 -0800 Subject: [rt-users] Another RT upgrade question In-Reply-To: References: <4B61EE0B.8040904@lbl.gov> <4B61F551.2010607@lbl.gov> Message-ID: <4B62171E.6030704@lbl.gov> Jerrad, Yes. That's what i was remembering. Since we are currently at 3.8.7, I just hoped it had been made part of the core by now. Thanks for the reminder. Kenn LBNL On 1/28/2010 2:39 PM, Jerrad Pierce wrote: > There's been discussion of a submitted patch & 3.8.5, which you participated in: > http://www.gossamer-threads.com/lists/rt/users/88354?search_string=custom-field%20date;#88354 > > But it's obviously not yet been accepted. > > From antonkrall at gmail.com Thu Jan 28 19:02:03 2010 From: antonkrall at gmail.com (Anton Krall) Date: Thu, 28 Jan 2010 18:02:03 -0600 Subject: [rt-users] Automatically adding new tickets as favorites In-Reply-To: <20100128171722.GG737@jibsheet.com> Message-ID: Thx for the reply Kevin.. Will do. > From: Kevin Falcone > Reply-To: > Date: Thu, 28 Jan 2010 12:17:22 -0500 > To: > Subject: Re: [rt-users] Automatically adding new tickets as favorites > > On Wed, Jan 27, 2010 at 05:43:22PM -0600, Anton Krall wrote: >> Is there a way to automatically mark new tickets from a queue as favorites >> for a user (like when the user clicks on the yellow start inside a ticket) >> without that users actually having to open the ticket and clicking on the >> start? > > Read the code in share/html/Ticket/Elements/Bookmark and port it into > an On Create Scrip > > -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 From peter at simons-rock.edu Fri Jan 29 01:42:57 2010 From: peter at simons-rock.edu (Peter C. Lai) Date: Fri, 29 Jan 2010 01:42:57 -0500 (EST) Subject: [rt-users] RT-Users Digest, Vol 70, Issue 61 In-Reply-To: References: Message-ID: <50933.75.41.68.7.1264747377.squirrel@lock.simons-rock.edu> > 2. Re: Asset Tracker on a new install of RT > (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) You need to flush the Mason cache before restarting apache or else your changes will never be propagated. > > Message: 1 > Date: Thu, 28 Jan 2010 13:11:15 -0600 > From: "Brenner, Martin" > Subject: [rt-users] Asset Tracker on a new install of RT > To: RT-Users at lists.bestpractical.com > Message-ID: > <7bee9a771001281111t5f00c6e3k92fe2ee2b689259 at mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > 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. > > Thanks, > Martin > > > Martin Brenner > Head Librarian > Whitfield School > 175 S Mason Rd > St. Louis MO 63141 > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: > http://lists.bestpractical.com/pipermail/rt-users/attachments/20100128/e540e0fe/attachment.htm > -- Peter C. Lai ITS Systems Administrator Bard College at Simon's Rock 84 Alford Rd. Great Barrington, MA 01230 (413) 528-7428 peter at simons-rock.edu From torsten.brumm at Kuehne-Nagel.com Fri Jan 29 02:07:10 2010 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Fri, 29 Jan 2010 08:07:10 +0100 Subject: [rt-users] Another RT upgrade question Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F9364E@w3hamboex11.ger.win.int.kn> Date cf's would be a cool feature! Torsten ----- Originalnachricht ----- Von: rt-users-bounces at lists.bestpractical.com An: rt Users Gesendet: Thu Jan 28 21:05:31 2010 Betreff: [rt-users] Another RT upgrade question To list, I had thought I heard that the latest version of RT (3.8.7) allowed for Custom FIelds to be defined as "Date" and a user could select a date from a calender like on other RT "ticket" date fields. Is that so? If so, how do I do it? Thanks. Kenn LBNL Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnett?, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 & 23 Dublin, Ireland - Mar 15 & 16 Boston, MA, USA - April 5 & 6 Washington DC, USA - Oct 25 & 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From pcsystemd at free.fr Fri Jan 29 02:53:20 2010 From: pcsystemd at free.fr (pcsystemd at free.fr) Date: Fri, 29 Jan 2010 08:53:20 +0100 Subject: [rt-users] Error With FASTCGI Message-ID: <1264751600.4b6293f061d87@imp.free.fr> Hello, I installed with RT Perl works fine then I installed RT with FastCGI, but access has RT is often unstable and have an error 'Page Not Found'. I get errors in my log FASTCGI Apache2 and RT is often more accessible. I use the mod_fcgi Apache2 [Sun Jan 24 06:25:07 2010] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 6753) [Sun Jan 24 06:25:08 2010] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 6801) [Sun Jan 24 06:25:09 2010] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 6804) [Tue Jan 26 09:11:12 2010] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 6753) terminated due to uncaught signal '11' (Segmentation fault) [Tue Jan 26 09:11:12 2010] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" restarted (pid 29393) [Tue Jan 26 09:11:15 2010] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 6804) terminated due to uncaught signal '11' (Segmentation fault) [Tue Jan 26 09:11:17 2010] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" restarted (pid 29394) [Tue Jan 26 09:11:17 2010] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 6727) terminated due to uncaught signal '11' (Segmentation fault) [Tue Jan 26 09:11:18 2010] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 6801) terminated due to uncaught signal '11' (Segmentation fault) [Tue Jan 26 09:11:18 2010] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has remained running for more than 30 seconds, its restart interval has been restored to 5 seconds Have you any idea? Thank you From torben.nehmer at cancom.de Fri Jan 29 03:11:44 2010 From: torben.nehmer at cancom.de (Nehmer Torben) Date: Fri, 29 Jan 2010 09:11:44 +0100 Subject: [rt-users] Bug: Special Characters in Ticket Subject In-Reply-To: <20100128172459.GI737@jibsheet.com> References: <20100128172459.GI737@jibsheet.com> Message-ID: Hello Kevin, >> we are running RT 3.8.7 (from Debian Packages) together with PostgreSQL 8.4.1 in a German >> environment. > > There are some patches in 3.8-trunk (the merge of the > another_utf8_rework branch) that should resolve this issue. Thanks for the quick answer. Out of curiosity, when can we expect the next 3.8 release which would then include this fix (I presume)? Best regards, Torben Nehmer ------- Torben Nehmer Diplom Informatiker (FH) Business System Developer CANCOM Deutschland GmbH Messerschmittstr. 20 89343 Scheppach Germany Tel.: +49 8225 - 996-1118 Fax: +49 8225 - 996-41118 torben.nehmer at cancom.de www.cancom.de CANCOM Deutschland GmbH Sitz der Gesellschaft: Jettingen-Scheppach HRB 10653 Memmingen Gesch?ftsf?hrer: Paul?Holdschik, Christian Linder Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschlie?lich f?r den Gebrauch durch den Empf?nger bestimmt! This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee! -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Kevin Falcone Gesendet: Donnerstag, 28. Januar 2010 18:25 An: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Bug: Special Characters in Ticket Subject On Thu, Jan 28, 2010 at 11:55:40AM +0100, Nehmer Torben wrote: > -kevin From rt-users at jjussi.com Fri Jan 29 06:15:37 2010 From: rt-users at jjussi.com (JJussi) Date: Fri, 29 Jan 2010 13:15:37 +0200 Subject: [rt-users] Creating Group and giving Rights. Message-ID: <201001291315.37762.rt-users@jjussi.com> 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? -- JJussi From Ton.Hoogstraten at ingram.nl Fri Jan 29 09:32:22 2010 From: Ton.Hoogstraten at ingram.nl (Hoogstraten, Ton) Date: Fri, 29 Jan 2010 15:32:22 +0100 Subject: [rt-users] Creating Group and giving Rights. In-Reply-To: <201001291315.37762.rt-users@jjussi.com> References: <201001291315.37762.rt-users@jjussi.com> Message-ID: <891469DFBBD7364EB24DEEB101767D8673540B@nlutxch101.corporate.ingrammicro.com> JJussi, If I look at the code quickly I'd say you need $principal there you defined with RT::Principal. Please correct me if I'm wrong. Cheers, Ton -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of JJussi Sent: Friday, January 29, 2010 12:16 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Creating Group and giving Rights. 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? -- 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 martin.brenner at whitfieldschool.org Fri Jan 29 09:50:20 2010 From: martin.brenner at whitfieldschool.org (Brenner, Martin) Date: Fri, 29 Jan 2010 08:50:20 -0600 Subject: [rt-users] Asset Tracker on a new install of RT In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394F9364C@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB0394F9364C@w3hamboex11.ger.win.int.kn> Message-ID: <7bee9a771001290650l33b38910l255bf59b28e381e9@mail.gmail.com> After sleeping on it, I realized I needed to change the system.pm file in the build directory not the one that gets overwritten on every "make install" Just for anyone out there searching for an answer to this: You can use this thread http://www.gossamer-threads.com/lists/rt/users/88272 But keep in mind that you should include the sub ACLEquivalenceObjects { return (); } In the system.pm file that you unpack from the tarball NOT the one in your RT home path since that gets over written every time you make install. Thanks, Martin On Thu, Jan 28, 2010 at 1:49 PM, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: > Search the list, a few days i had the same problem, there was a easy > solution posted. > > Torsten > > ------------------------------ > *Von*: rt-users-bounces at lists.bestpractical.com > *An*: RT-Users at lists.bestpractical.com > *Gesendet*: Thu Jan 28 20:11:15 2010 > *Betreff*: [rt-users] Asset Tracker on a new install of RT > 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. > > Thanks, > Martin > > > Martin Brenner > Head Librarian > Whitfield School > 175 S Mason Rd > St. Louis MO 63141 > > > K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann > (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian > Marnett?, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, > Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich > haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg, > Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne > -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt-users at jjussi.com Fri Jan 29 11:28:30 2010 From: rt-users at jjussi.com (JJussi) Date: Fri, 29 Jan 2010 18:28:30 +0200 Subject: [rt-users] MailPlugins -problem.. Message-ID: <201001291828.30548.rt-users@jjussi.com> Hi list.. if I set at RT_SiteConfig.pm Set(@MailPlugins, 'Auth::DomainAsQueue'); System runs that DomainAsQueue fine, BUT after that I runs Auth::MailFrom - plugin... How I can prevent that happened? -- JJussi From robert.grasso+nv at cedrat.com Fri Jan 29 12:02:34 2010 From: robert.grasso+nv at cedrat.com (Robert Grasso) Date: Fri, 29 Jan 2010 18:02:34 +0100 Subject: [rt-users] WYSIWYG composer height not considered ? Message-ID: Hello, 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 ? Best regards --- Robert GRASSO ? System engineer CEDRAT S.A. 15 Chemin de Malacher - Inovall?e - 38246 MEYLAN cedex - FRANCE Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30 mailto:robert.grasso at cedrat.com - http://www.cedrat.com From jmoseley at corp.xanadoo.com Fri Jan 29 12:15:49 2010 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Fri, 29 Jan 2010 11:15:49 -0600 Subject: [rt-users] Error With FASTCGI In-Reply-To: <1264751600.4b6293f061d87@imp.free.fr> References: <1264751600.4b6293f061d87@imp.free.fr> Message-ID: You still haven't provided your apache config nor detailed your configuration flags used during installation. Can't really help much until you provide that information. On Jan 29, 2010, at 1:53 AM, pcsystemd at free.fr wrote: > Hello, > > I installed with RT Perl works fine then I installed RT with > FastCGI, but access > has RT is often unstable and have an error 'Page Not Found'. I get > errors in my > log FASTCGI Apache2 and RT is often more accessible. I use the > mod_fcgi Apache2 > > [Sun Jan 24 06:25:07 2010] [warn] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" started (pid 6753) > [Sun Jan 24 06:25:08 2010] [warn] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" started (pid 6801) > [Sun Jan 24 06:25:09 2010] [warn] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" started (pid 6804) > [Tue Jan 26 09:11:12 2010] [warn] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" (pid 6753) terminated due to > uncaught signal > '11' (Segmentation fault) > [Tue Jan 26 09:11:12 2010] [warn] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" restarted (pid 29393) > [Tue Jan 26 09:11:15 2010] [warn] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" (pid 6804) terminated due to > uncaught signal > '11' (Segmentation fault) > [Tue Jan 26 09:11:17 2010] [warn] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" restarted (pid 29394) > [Tue Jan 26 09:11:17 2010] [warn] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" (pid 6727) terminated due to > uncaught signal > '11' (Segmentation fault) > [Tue Jan 26 09:11:18 2010] [warn] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" (pid 6801) terminated due to > uncaught signal > '11' (Segmentation fault) > [Tue Jan 26 09:11:18 2010] [warn] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" has remained running for more than > 30 seconds, > its restart interval has been restored to 5 seconds > > Have you any idea? > > Thank you From rt-users at jjussi.com Fri Jan 29 13:07:29 2010 From: rt-users at jjussi.com (JJussi) Date: Fri, 29 Jan 2010 20:07:29 +0200 Subject: [rt-users] MailPlugins -problem.. In-Reply-To: <201001291828.30548.rt-users@jjussi.com> References: <201001291828.30548.rt-users@jjussi.com> Message-ID: <201001292007.29900.rt-users@jjussi.com> Hi! I managed to solve problem.. I just needed to return "RT::CurrentUser" object... What is some how stupid, because filter is just "checking" that is it legal to past current message forward (filter returns value -1..1). If system works other ways fine, why system cannot continue work as it was working, just if filter returns values -1 or 0 it would act as it should be.. (Sending error message to requestor, or just put message to garbage bin) On Friday, 29. Januaryta 2010 18:28:30 JJussi wrote: > Hi list.. > > if I set at RT_SiteConfig.pm > Set(@MailPlugins, 'Auth::DomainAsQueue'); > > System runs that DomainAsQueue fine, BUT after that I runs Auth::MailFrom - > plugin... How I can prevent that happened? > -- JJussi From daniel.melo at serpro.gov.br Fri Jan 29 14:18:38 2010 From: daniel.melo at serpro.gov.br (Daniel Araujo Melo) Date: Fri, 29 Jan 2010 17:18:38 -0200 Subject: [rt-users] pt_BR message templates translation Message-ID: <78cd4f0fe2939a28c0777fc35a36f055@10.30.202.67> An HTML attachment was scrubbed... URL: From spandey at umd.edu Fri Jan 29 17:06:07 2010 From: spandey at umd.edu (spandey) Date: Fri, 29 Jan 2010 14:06:07 -0800 (PST) Subject: [rt-users] Re quest Tracker Feasibility Message-ID: <27378895.post@talk.nabble.com> 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!! -- View this message in context: http://old.nabble.com/Request-Tracker-Feasibility-tp27378895p27378895.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From falcone at bestpractical.com Fri Jan 29 21:13:58 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 29 Jan 2010 21:13:58 -0500 Subject: [rt-users] WYSIWYG composer height not considered ? In-Reply-To: References: Message-ID: <20100130021358.GK737@jibsheet.com> 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 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From ruslan.zakirov at gmail.com Sat Jan 30 04:03:39 2010 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sat, 30 Jan 2010 12:03:39 +0300 Subject: [rt-users] pt_BR message templates translation In-Reply-To: <78cd4f0fe2939a28c0777fc35a36f055@10.30.202.67> References: <78cd4f0fe2939a28c0777fc35a36f055@10.30.202.67> Message-ID: <589c94401001300103k38dd72f0vcc055b7d36626d11@mail.gmail.com> 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. -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt-users at jjussi.com Sat Jan 30 15:09:43 2010 From: rt-users at jjussi.com (JJussi) Date: Sat, 30 Jan 2010 22:09:43 +0200 Subject: [rt-users] Creating Group and giving Rights. In-Reply-To: <201001291315.37762.rt-users@jjussi.com> References: <201001291315.37762.rt-users@jjussi.com> Message-ID: <201001302209.43993.rt-users@jjussi.com> 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? > -- JJussi