From torben.nehmer at cancom.de  Thu Jul  1 03:10:53 2010
From: torben.nehmer at cancom.de (Nehmer Torben)
Date: Thu, 1 Jul 2010 09:10:53 +0200
Subject: [rt-users] Recommendation / Feature Request for Table Layouts
Message-ID: <AC5D0502DFE96948924DAD837EA8CFD3DC1F6F974A@JETMX003.int.cancom.de>

Hi,

I would very much appreciate a way of avoiding line breaks in certain Columns in a RT Search result. Specifically columns like Created Relative often break like

17 hours
ago

... or in German ...

vor 17
Stunden

This looks like this: http://www.nehmer.net/~torben/rt-users/2010-07-01-09.00.44.png

I have tried adding a nowrap option in the search definition, but RT strips it out. The thing here is, that a nowrap here would often actually save space.
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<mailto:torben.nehmer at cancom.de>
www.cancom.de<http://www.cancom.de>
CANCOM Deutschland GmbH
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HRB 10653 Memmingen
Gesch?ftsf?hrer: Paul Holdschik, Christian Linder
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From G.Booth at lboro.ac.uk  Thu Jul  1 04:16:08 2010
From: G.Booth at lboro.ac.uk (G.Booth)
Date: Thu, 01 Jul 2010 09:16:08 +0100
Subject: [rt-users] custom field text area sizes
Message-ID: <ximss-9304385@frim.lboro.ac.uk>

Hi all

Does anybody know if there is a way to increase the size of a textbox for a 
custom field. It seems to default to about 25, and wont budge if you try to 
override that by adding a size="" flag to the html

eg

<input type="text" class="text" 
name="Object-RT::Ticket-<%$TicketObj->Id%>-CustomField-14-Values"id="Object-RT::Ticket-<%$TicketObj->Id%>-CustomField-14-Values" 
size-"70">


regards
Garry

--

Dr Garry Booth
IT Services
Loughborough University


From cloos at netcologne.de  Thu Jul  1 04:49:49 2010
From: cloos at netcologne.de (Christian Loos)
Date: Thu, 1 Jul 2010 10:49:49 +0200
Subject: [rt-users] Going crazy with RT 3.8 and Timezones for Display
	Dates
In-Reply-To: <AANLkTikQOJBiMJDUAsNhDRJ3I8gDnDNxibDZa0995ICn@mail.gmail.com>
References: <AANLkTikQOJBiMJDUAsNhDRJ3I8gDnDNxibDZa0995ICn@mail.gmail.com>
Message-ID: <4C2C56AD.5090508@netcologne.de>

Hi Torsten,

try this:

my $DUEDATE = $self->TicketObj->FirstCustomFieldValue('Date');
my $DUETIME = $self->TicketObj->FirstCustomFieldValue('Time');
my $DUE = $DUEDATE." ".$DUETIME;
my $DATE = RT::Date->new( $session{'CurrentUser'} );
$DATE->Set(
    Format => 'unknown',
    Value => $DUE,
    Timezone => 'UTC',
);
$self->TicketObj->SetDue( $DATE->ISO );
return 1;

Chris

Am 30.06.2010 18:44, schrieb Torsten Brumm:
> Hi RT Users,
> since we are planing our RT 3.8 migration, we are cross checking all our
> scrips and some scrips with time calculaltions driving me mad.
> 
> Example from RT 3.6.x
> 
> We have two CF's: Date and the other Time
> 
> CF.Date
> CF.Time
> 
> The user is entering the date and the time in utc normally - our RT is
> running in UTC
> 
> Then i have a tiny scrip:
> 
> my $DUEDATE = $self->TicketObj->FirstCustomFieldValue('Date');
> my $DUETIME = $self->TicketObj->FirstCustomFieldValue('Time');
> my $DUE = $DUEDATE." ".$DUETIME;
> $self->TicketObj->SetDue($DUE);
> return 1;
> 
> Under RT 3.6. RT was setting this simply to the entered values, all was
> fine.
> 
> Now with RT 3.8 RT the user is able to enter his timezone offset for
> Display and RT is adding the Timezone Difference to this value.
> 
> Any hints how to prevent this? or to make sure to get the correct value,
> entered by the user?
> 
> Torsten
> 
> 
> -- 
> MFG
> 
> Torsten Brumm
> 
> http://www.brumm.me
> http://www.elektrofeld.de
> 
> 
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From G.Booth at lboro.ac.uk  Thu Jul  1 04:51:40 2010
From: G.Booth at lboro.ac.uk (G.Booth)
Date: Thu, 01 Jul 2010 09:51:40 +0100
Subject: [rt-users] custom field text area sizes
References: <ximss-9304385@frim.lboro.ac.uk>
Message-ID: <ximss-9304587@frim.lboro.ac.uk>

Hi

Please ignore my last, fat fingers I fear, added an extra "-"

apols

Garry


From fabrice82 at gmail.com  Thu Jul  1 06:15:51 2010
From: fabrice82 at gmail.com (Fabrice)
Date: Thu, 1 Jul 2010 12:15:51 +0200
Subject: [rt-users] How to not send a notification to requestor when
	resolved a specify ticket ?
Message-ID: <AANLkTikbXAaCpfYWaax0AgmusQNhzkrmOmVn-DEZecHt@mail.gmail.com>

Hi Everybody,

Im a new user of RT / RTFM, I looking for a way to specify for one ticket
that we don't want to send a mail to requestor.

I can see options in scrip #10 but i think it 's not the good way.

Can someone help me for this problem ?

Thanks in advance,
Regards.

(sorry for my poor english)

Fabrice
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From justin.hayes at openbet.com  Thu Jul  1 06:39:00 2010
From: justin.hayes at openbet.com (Justin Hayes)
Date: Thu, 1 Jul 2010 11:39:00 +0100
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <AANLkTint7K0uitKmPOeBJnQDNOj757mK9SMzBQyCwgsk@mail.gmail.com>
References: <33431DF7-7A80-4DAD-A59F-45E3E8E2AABA@openbet.com>
	<D89FAB13-3F44-44C3-916D-E269560901D5@nuim.ie>
	<327C75F4-A39D-4247-8810-2AE82B02B677@openbet.com>
	<9218FA89-D254-4766-B3F6-60CF9014C81C@openbet.com>
	<AANLkTint7K0uitKmPOeBJnQDNOj757mK9SMzBQyCwgsk@mail.gmail.com>
Message-ID: <5BB469A5-1D4F-43CE-9CA3-28C51D88F659@openbet.com>

We do Kenneth, but most tickets don't have many file attachments, so I assume that's not an issue?

Cheers,

Justin

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com

On 29 Jun 2010, at 17:54, Kenneth Crocker wrote:

> Justin,
> 
> I didn't see this mentioned and may have missed it, but are you displaying attachements inline? That might cut back on the I/O for History. Just a thought.
> 
> Kenn
> LBNL
> 
> On Tue, Jun 29, 2010 at 8:04 AM, Justin Hayes <justin.hayes at openbet.com> wrote:
> As a test we've just created a long ticket in an empty RT DB and it's very fast. So does look to be DB related - contrary to our earlier investigations.
> 
> I guess it must still access the DB resultset during the ticket rendering (which isn't how we thought it would work).
> 
> Time to tune the hell out of mysql then.......
> 
> Justin
> 
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
> 
> On 29 Jun 2010, at 15:53, Justin Hayes wrote:
> 
> > Seem to be quite a few things to look at Jason. Need to figure out what they all mean first.
> >
> > Justin
> >
> > -------- General Statistics --------------------------------------------------
> > [--] Skipped version check for MySQLTuner script
> > [OK] Currently running supported MySQL version 5.1.37-1ubuntu5.4-log
> > [OK] Operating on 64-bit architecture
> >
> > -------- Storage Engine Statistics -------------------------------------------
> > [--] Status: -Archive -BDB -Federated +InnoDB -ISAM -NDBCluster
> > [--] Data in MyISAM tables: 611M (Tables: 8)
> > [--] Data in InnoDB tables: 10G (Tables: 20)
> > [!!] Total fragmented tables: 21
> >
> > -------- Performance Metrics -------------------------------------------------
> > [--] Up for: 19d 19h 32m 37s (110M q [64.266 qps], 222K conn, TX: 637B, RX: 39B)
> > [--] Reads / Writes: 98% / 2%
> > [--] Total buffers: 602.0M global + 134.8M per thread (150 max threads)
> > [!!] Maximum possible memory usage: 20.3G (262% of installed RAM)
> > [OK] Slow queries: 0% (229K/110M)
> > [!!] Highest connection usage: 100%  (151/150)
> > [OK] Key buffer size / total MyISAM indexes: 512.0M/6.7M
> > [OK] Key buffer hit rate: 100.0% (84M cached / 7K reads)
> > [OK] Query cache efficiency: 71.4% (76M cached / 107M selects)
> > [!!] Query cache prunes per day: 661360
> > [OK] Sorts requiring temporary tables: 0% (0 temp sorts / 2M sorts)
> > [!!] Joins performed without indexes: 112714
> > [!!] Temporary tables created on disk: 33% (968K on disk / 2M total)
> > [OK] Thread cache hit rate: 99% (1K created / 222K connections)
> > [OK] Table cache hit rate: 36% (318 open / 880 opened)
> > [OK] Open file limit used: 14% (166/1K)
> > [OK] Table locks acquired immediately: 99% (39M immediate / 39M locks)
> > [!!] InnoDB data size / buffer pool: 10.1G/8.0M
> >
> > -------- Recommendations -----------------------------------------------------
> > General recommendations:
> >    Run OPTIMIZE TABLE to defragment tables for better performance
> >    Reduce your overall MySQL memory footprint for system stability
> >    Reduce or eliminate persistent connections to reduce connection usage
> >    Adjust your join queries to always utilize indexes
> >    When making adjustments, make tmp_table_size/max_heap_table_size equal
> >    Reduce your SELECT DISTINCT queries without LIMIT clauses
> > Variables to adjust:
> >  *** MySQL's maximum memory usage is dangerously high ***
> >  *** Add RAM before increasing MySQL buffer variables ***
> >    max_connections (> 150)
> >    wait_timeout (< 28800)
> >    interactive_timeout (< 28800)
> >    query_cache_size (> 16M)
> >    join_buffer_size (> 2.0M, or always use indexes with joins)
> >    tmp_table_size (> 128M)
> >    max_heap_table_size (> 64M)
> >    innodb_buffer_pool_size (>= 10G)
> >
> >
> > -------------------------------------------------
> > Justin Hayes
> > OpenBet Support Manager
> > justin.hayes at openbet.com
> >
> > On 29 Jun 2010, at 15:22, Jason Doran wrote:
> >
> >> Hi,
> >> If you are using mysqld have a look at "mysqltuner.pl" perl script (google)
> >> This has fixed quickly many performance issues on both RT and other
> >> web-based software we use. I run this every few weeks and apply suggested
> >> changes and then simply restart mysqld when things are quite.
> >>
> >> Regards,
> >> Jason Doran
> >> Computer Centre
> >> NUI, Maynooth
> >>
> >> On 29 Jun 2010, at 14:09, Justin Hayes wrote:
> >>
> >>> Hi everyone,
> >>>
> >>> I've raised this before, but we've had another look at it and still can't see how to improve things.
> >>>
> >>> We put a lot of comments/replies in our tickets. Often there can be 50-100 entries in a ticket, mostly plain text. Loading such a ticket can take 10-20secs.
> >>>
> >>> We don't have any slow queries - all the time seems to be in the code rendering the history of the ticket.
> >>> We've had a go at stripping functions out of ShowHistory, ShowTransaction and ShowTransactionAttachmments but not had much success.
> >>>
> >>> FWIW our RT runs on quad 3ghz Xeons with 8gb of ram.
> >>>
> >>> I'd like to try and determine if we're just slow, or if this is just how long RT takes. Maybe perl is just slow.
> >>>
> >>> Can anyone shed any light on how long it takes them to render long tickets in their systems? If you look at the page source it gives you a value e.g.
> >>>
> >>> <span>Time to display: 24.996907</span>
> >>>
> >>> Can anyone share some numbers from theirs for longer tickets? It would be really appreciated.
> >>>
> >>>
> >>> Thanks,
> >>>
> >>> Justin
> >>>
> >>> -------------------------------------------------
> >>> Justin Hayes
> >>> OpenBet Support Manager
> >>> justin.hayes at openbet.com
> >>>
> >>>
> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >>> Buy a copy at http://rtbook.bestpractical.com
> >>
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

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From justin.hayes at openbet.com  Thu Jul  1 06:42:14 2010
From: justin.hayes at openbet.com (Justin Hayes)
Date: Thu, 1 Jul 2010 11:42:14 +0100
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <4C2AF88A.3070407@kimp.org>
References: <33431DF7-7A80-4DAD-A59F-45E3E8E2AABA@openbet.com>	<D89FAB13-3F44-44C3-916D-E269560901D5@nuim.ie>
	<327C75F4-A39D-4247-8810-2AE82B02B677@openbet.com>
	<4C2AF88A.3070407@kimp.org>
Message-ID: <6D4FFA3B-2D68-46DF-BB3B-AC78E684367F@openbet.com>

Thanks a lot for this response Kim.

r.e. the joins without indexes. How can we work out which indexes we need? I'd have thought this would cause slow queries but we're not seeing any...

We're trying to tune on our test server before making any changes to live, however the hardware etc is different so not sure it it's going to be that useful an excercise.

This is what we're not getting on test - we still get long ticket load times and we've done a lot of the recommended tuning:

[OK] Logged in using credentials passed on the command line

-------- General Statistics --------------------------------------------------
[--] Skipped version check for MySQLTuner script
[OK] Currently running supported MySQL version 5.0.75-0ubuntu10.2
[OK] Operating on 64-bit architecture

-------- Storage Engine Statistics -------------------------------------------
[--] Status: +Archive -BDB -Federated +InnoDB -ISAM -NDBCluster 
[--] Data in MyISAM tables: 131M (Tables: 15)
[--] Data in InnoDB tables: 10G (Tables: 81)
[!!] Total fragmented tables: 2

-------- Performance Metrics -------------------------------------------------
[--] Up for: 3m 44s (9K q [41.304 qps], 73 conn, TX: 17M, RX: 2M)
[--] Reads / Writes: 99% / 1%
[--] Total buffers: 11.0G global + 3.5M per thread (150 max threads)
[!!] Maximum possible memory usage: 11.5G (149% of installed RAM)
[OK] Slow queries: 0% (20/9K)
[OK] Highest usage of available connections: 9% (14/150)
[OK] Key buffer size / total MyISAM indexes: 3.0G/4.6M
[OK] Key buffer hit rate: 97.8% (453 cached / 10 reads)
[OK] Query cache efficiency: 89.0% (8K cached / 9K selects)
[OK] Query cache prunes per day: 0
[OK] Sorts requiring temporary tables: 0% (0 temp sorts / 22 sorts)
[OK] Temporary tables created on disk: 14% (28 on disk / 195 total)
[OK] Thread cache hit rate: 80% (14 created / 73 connections)
[OK] Table cache hit rate: 95% (121 open / 127 opened)
[OK] Open file limit used: 7% (80/1K)
[OK] Table locks acquired immediately: 100% (773 immediate / 773 locks)
[!!] InnoDB data size / buffer pool: 10.7G/6.0G

-------- Recommendations -----------------------------------------------------
General recommendations:
    Run OPTIMIZE TABLE to defragment tables for better performance
    MySQL started within last 24 hours - recommendations may be inaccurate
    Reduce your overall MySQL memory footprint for system stability
    Enable the slow query log to troubleshoot bad queries
Variables to adjust:
  *** MySQL's maximum memory usage is dangerously high ***
  *** Add RAM before increasing MySQL buffer variables ***
    innodb_buffer_pool_size (>= 10G)


-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com

On 30 Jun 2010, at 08:55, Kim Pedersen wrote:

> 
> Hi Justin,
> 
> Our RT instance is much smaller than yours, but we had very similar problems.
> 
> Optimizing MySQL using the output from the tuner script made nearly all the speed issues go away.
> 
> The one remaining issue we had with slow queries was resolved after the upgrade to 3.8.8
> 
> 
> Your key buffer size looks like overkill - probably want to reduce that, and you have many joins done without indexes - that's a performance killer.
> 
> Your InnoDB memory allocation looks like it needs to be increasing.
> 
> Overall I'd say your database performance is skewed towards ISAM performance and not InnoDB (Which is what RT3 uses by default)
> 
> 
> Kim
> 
> 
> On 2010-06-29 10:53, Justin Hayes wrote:
>> Seem to be quite a few things to look at Jason. Need to figure out what they all mean first.
>> 
>> Justin
>> 
>> -------- General Statistics --------------------------------------------------
>> [--] Skipped version check for MySQLTuner script
>> [OK] Currently running supported MySQL version 5.1.37-1ubuntu5.4-log
>> [OK] Operating on 64-bit architecture
>> 
>> -------- Storage Engine Statistics -------------------------------------------
>> [--] Status: -Archive -BDB -Federated +InnoDB -ISAM -NDBCluster
>> [--] Data in MyISAM tables: 611M (Tables: 8)
>> [--] Data in InnoDB tables: 10G (Tables: 20)
>> [!!] Total fragmented tables: 21
>> 
>> -------- Performance Metrics -------------------------------------------------
>> [--] Up for: 19d 19h 32m 37s (110M q [64.266 qps], 222K conn, TX: 637B, RX: 39B)
>> [--] Reads / Writes: 98% / 2%
>> [--] Total buffers: 602.0M global + 134.8M per thread (150 max threads)
>> [!!] Maximum possible memory usage: 20.3G (262% of installed RAM)
>> [OK] Slow queries: 0% (229K/110M)
>> [!!] Highest connection usage: 100%  (151/150)
>> [OK] Key buffer size / total MyISAM indexes: 512.0M/6.7M
>> [OK] Key buffer hit rate: 100.0% (84M cached / 7K reads)
>> [OK] Query cache efficiency: 71.4% (76M cached / 107M selects)
>> [!!] Query cache prunes per day: 661360
>> [OK] Sorts requiring temporary tables: 0% (0 temp sorts / 2M sorts)
>> [!!] Joins performed without indexes: 112714
>> [!!] Temporary tables created on disk: 33% (968K on disk / 2M total)
>> [OK] Thread cache hit rate: 99% (1K created / 222K connections)
>> [OK] Table cache hit rate: 36% (318 open / 880 opened)
>> [OK] Open file limit used: 14% (166/1K)
>> [OK] Table locks acquired immediately: 99% (39M immediate / 39M locks)
>> [!!] InnoDB data size / buffer pool: 10.1G/8.0M
>> 
>> -------- Recommendations -----------------------------------------------------
>> General recommendations:
>>     Run OPTIMIZE TABLE to defragment tables for better performance
>>     Reduce your overall MySQL memory footprint for system stability
>>     Reduce or eliminate persistent connections to reduce connection usage
>>     Adjust your join queries to always utilize indexes
>>     When making adjustments, make tmp_table_size/max_heap_table_size equal
>>     Reduce your SELECT DISTINCT queries without LIMIT clauses
>> Variables to adjust:
>>   *** MySQL's maximum memory usage is dangerously high ***
>>   *** Add RAM before increasing MySQL buffer variables ***
>>     max_connections (>  150)
>>     wait_timeout (<  28800)
>>     interactive_timeout (<  28800)
>>     query_cache_size (>  16M)
>>     join_buffer_size (>  2.0M, or always use indexes with joins)
>>     tmp_table_size (>  128M)
>>     max_heap_table_size (>  64M)
>>     innodb_buffer_pool_size (>= 10G)
>> 
>>   
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From justin.hayes at openbet.com  Thu Jul  1 06:59:07 2010
From: justin.hayes at openbet.com (Justin Hayes)
Date: Thu, 1 Jul 2010 11:59:07 +0100
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <ADA7B4B349CE874CB1DC46B3590D524A026F7D84EC@hex-ex01.internal.gxn.net>
References: <33431DF7-7A80-4DAD-A59F-45E3E8E2AABA@openbet.com>
	<D89FAB13-3F44-44C3-916D-E269560901D5@nuim.ie>
	<327C75F4-A39D-4247-8810-2AE82B02B677@openbet.com>
	<9218FA89-D254-4766-B3F6-60CF9014C81C@openbet.com>
	<AANLkTint7K0uitKmPOeBJnQDNOj757mK9SMzBQyCwgsk@mail.gmail.com>
	<5BB469A5-1D4F-43CE-9CA3-28C51D88F659@openbet.com>
	<ADA7B4B349CE874CB1DC46B3590D524A026F7D84EC@hex-ex01.internal.gxn.net>
Message-ID: <BD8C821C-4C62-46F9-ACF8-592170585C0D@openbet.com>

I'd heard of this before and thought I'd removed them. Just checked on live and they're still there.

However removing them seems to have made no difference. Still taking 20+seconds for a ticket with 130 comments/replies (+ other status changes etc).

Cheers,

Justin

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com

On 1 Jul 2010, at 11:51, Raed El-Hames wrote:

> Justin,
>  
> Do you use Transaction custom fields, if you do n?t ; try and comment out lines 70,71,72 from html/Ticket/Elements/ShowTransaction
> % if ( $Transaction->CustomFieldValues->Count ) {
>       <& /Elements/ShowCustomFields, Object => $Transaction &>
> % }
> See if that improves things for you.
> Some of our monitoring tickets can have up to 500 updates, such tickets use to take up to 20s to load, once I commented out the above lines, load time is now down to less than 5 seconds.
>  
> Regards;
> Roy
>  
>  
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Justin Hayes
> Sent: 01 July 2010 11:39
> To: Kenneth Crocker
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Slow Ticket History 3.8.8
>  
> We do Kenneth, but most tickets don't have many file attachments, so I assume that's not an issue?
>  
> Cheers,
>  
> Justin
> 
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
>  
> On 29 Jun 2010, at 17:54, Kenneth Crocker wrote:
> 
> 
> Justin,
> 
> I didn't see this mentioned and may have missed it, but are you displaying attachements inline? That might cut back on the I/O for History. Just a thought.
> 
> Kenn
> LBNL
> 
> On Tue, Jun 29, 2010 at 8:04 AM, Justin Hayes <justin.hayes at openbet.com> wrote:
> As a test we've just created a long ticket in an empty RT DB and it's very fast. So does look to be DB related - contrary to our earlier investigations.
> 
> I guess it must still access the DB resultset during the ticket rendering (which isn't how we thought it would work).
> 
> Time to tune the hell out of mysql then.......
> 
> Justin
> 
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
> 
> On 29 Jun 2010, at 15:53, Justin Hayes wrote:
> 
> > Seem to be quite a few things to look at Jason. Need to figure out what they all mean first.
> >
> > Justin
> >
> > -------- General Statistics --------------------------------------------------
> > [--] Skipped version check for MySQLTuner script
> > [OK] Currently running supported MySQL version 5.1.37-1ubuntu5.4-log
> > [OK] Operating on 64-bit architecture
> >
> > -------- Storage Engine Statistics -------------------------------------------
> > [--] Status: -Archive -BDB -Federated +InnoDB -ISAM -NDBCluster
> > [--] Data in MyISAM tables: 611M (Tables: 8)
> > [--] Data in InnoDB tables: 10G (Tables: 20)
> > [!!] Total fragmented tables: 21
> >
> > -------- Performance Metrics -------------------------------------------------
> > [--] Up for: 19d 19h 32m 37s (110M q [64.266 qps], 222K conn, TX: 637B, RX: 39B)
> > [--] Reads / Writes: 98% / 2%
> > [--] Total buffers: 602.0M global + 134.8M per thread (150 max threads)
> > [!!] Maximum possible memory usage: 20.3G (262% of installed RAM)
> > [OK] Slow queries: 0% (229K/110M)
> > [!!] Highest connection usage: 100%  (151/150)
> > [OK] Key buffer size / total MyISAM indexes: 512.0M/6.7M
> > [OK] Key buffer hit rate: 100.0% (84M cached / 7K reads)
> > [OK] Query cache efficiency: 71.4% (76M cached / 107M selects)
> > [!!] Query cache prunes per day: 661360
> > [OK] Sorts requiring temporary tables: 0% (0 temp sorts / 2M sorts)
> > [!!] Joins performed without indexes: 112714
> > [!!] Temporary tables created on disk: 33% (968K on disk / 2M total)
> > [OK] Thread cache hit rate: 99% (1K created / 222K connections)
> > [OK] Table cache hit rate: 36% (318 open / 880 opened)
> > [OK] Open file limit used: 14% (166/1K)
> > [OK] Table locks acquired immediately: 99% (39M immediate / 39M locks)
> > [!!] InnoDB data size / buffer pool: 10.1G/8.0M
> >
> > -------- Recommendations -----------------------------------------------------
> > General recommendations:
> >    Run OPTIMIZE TABLE to defragment tables for better performance
> >    Reduce your overall MySQL memory footprint for system stability
> >    Reduce or eliminate persistent connections to reduce connection usage
> >    Adjust your join queries to always utilize indexes
> >    When making adjustments, make tmp_table_size/max_heap_table_size equal
> >    Reduce your SELECT DISTINCT queries without LIMIT clauses
> > Variables to adjust:
> >  *** MySQL's maximum memory usage is dangerously high ***
> >  *** Add RAM before increasing MySQL buffer variables ***
> >    max_connections (> 150)
> >    wait_timeout (< 28800)
> >    interactive_timeout (< 28800)
> >    query_cache_size (> 16M)
> >    join_buffer_size (> 2.0M, or always use indexes with joins)
> >    tmp_table_size (> 128M)
> >    max_heap_table_size (> 64M)
> >    innodb_buffer_pool_size (>= 10G)
> >
> >
> > -------------------------------------------------
> > Justin Hayes
> > OpenBet Support Manager
> > justin.hayes at openbet.com
> >
> > On 29 Jun 2010, at 15:22, Jason Doran wrote:
> >
> >> Hi,
> >> If you are using mysqld have a look at "mysqltuner.pl" perl script (google)
> >> This has fixed quickly many performance issues on both RT and other
> >> web-based software we use. I run this every few weeks and apply suggested
> >> changes and then simply restart mysqld when things are quite.
> >>
> >> Regards,
> >> Jason Doran
> >> Computer Centre
> >> NUI, Maynooth
> >>
> >> On 29 Jun 2010, at 14:09, Justin Hayes wrote:
> >>
> >>> Hi everyone,
> >>>
> >>> I've raised this before, but we've had another look at it and still can't see how to improve things.
> >>>
> >>> We put a lot of comments/replies in our tickets. Often there can be 50-100 entries in a ticket, mostly plain text. Loading such a ticket can take 10-20secs.
> >>>
> >>> We don't have any slow queries - all the time seems to be in the code rendering the history of the ticket.
> >>> We've had a go at stripping functions out of ShowHistory, ShowTransaction and ShowTransactionAttachmments but not had much success.
> >>>
> >>> FWIW our RT runs on quad 3ghz Xeons with 8gb of ram.
> >>>
> >>> I'd like to try and determine if we're just slow, or if this is just how long RT takes. Maybe perl is just slow.
> >>>
> >>> Can anyone shed any light on how long it takes them to render long tickets in their systems? If you look at the page source it gives you a value e.g.
> >>>
> >>> <span>Time to display: 24.996907</span>
> >>>
> >>> Can anyone share some numbers from theirs for longer tickets? It would be really appreciated.
> >>>
> >>>
> >>> Thanks,
> >>>
> >>> Justin
> >>>
> >>> -------------------------------------------------
> >>> Justin Hayes
> >>> OpenBet Support Manager
> >>> justin.hayes at openbet.com
> >>>
> >>>
> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >>> Buy a copy at http://rtbook.bestpractical.com
> >>
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>  

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From torsten.brumm at googlemail.com  Thu Jul  1 08:10:54 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Thu, 1 Jul 2010 14:10:54 +0200
Subject: [rt-users] Going crazy with RT 3.8 and Timezones for Display
	Dates
In-Reply-To: <4C2C56AD.5090508@netcologne.de>
References: <AANLkTikQOJBiMJDUAsNhDRJ3I8gDnDNxibDZa0995ICn@mail.gmail.com>
	<4C2C56AD.5090508@netcologne.de>
Message-ID: <AANLkTilAIzKl3vSmgQ4qYJ2ydFxv-g8X-dhUzy5JBgY4@mail.gmail.com>

Hi Chris,
this i already tried. The problem is more that the timezone offset is only
for display, not for calculation used (so far i figured already) and i have
really no idea how to fix it. one possible way could be:

1. If a user is entering this fields, check the users timezone and use the
offset to work with the utc values...

i will play around a little more...

Torsten

2010/7/1 Christian Loos <cloos at netcologne.de>

> Hi Torsten,
>
> try this:
>
> my $DUEDATE = $self->TicketObj->FirstCustomFieldValue('Date');
> my $DUETIME = $self->TicketObj->FirstCustomFieldValue('Time');
> my $DUE = $DUEDATE." ".$DUETIME;
> my $DATE = RT::Date->new( $session{'CurrentUser'} );
> $DATE->Set(
>    Format => 'unknown',
>    Value => $DUE,
>    Timezone => 'UTC',
> );
> $self->TicketObj->SetDue( $DATE->ISO );
> return 1;
>
> Chris
>
> Am 30.06.2010 18:44, schrieb Torsten Brumm:
> > Hi RT Users,
> > since we are planing our RT 3.8 migration, we are cross checking all our
> > scrips and some scrips with time calculaltions driving me mad.
> >
> > Example from RT 3.6.x
> >
> > We have two CF's: Date and the other Time
> >
> > CF.Date
> > CF.Time
> >
> > The user is entering the date and the time in utc normally - our RT is
> > running in UTC
> >
> > Then i have a tiny scrip:
> >
> > my $DUEDATE = $self->TicketObj->FirstCustomFieldValue('Date');
> > my $DUETIME = $self->TicketObj->FirstCustomFieldValue('Time');
> > my $DUE = $DUEDATE." ".$DUETIME;
> > $self->TicketObj->SetDue($DUE);
> > return 1;
> >
> > Under RT 3.6. RT was setting this simply to the entered values, all was
> > fine.
> >
> > Now with RT 3.8 RT the user is able to enter his timezone offset for
> > Display and RT is adding the Timezone Difference to this value.
> >
> > Any hints how to prevent this? or to make sure to get the correct value,
> > entered by the user?
> >
> > Torsten
> >
> >
> > --
> > MFG
> >
> > Torsten Brumm
> >
> > http://www.brumm.me
> > http://www.elektrofeld.de
> >
> >
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
>
>


-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de
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From cloos at netcologne.de  Thu Jul  1 08:54:40 2010
From: cloos at netcologne.de (Christian Loos)
Date: Thu, 1 Jul 2010 14:54:40 +0200
Subject: [rt-users] Going crazy with RT 3.8 and Timezones for Display
	Dates
In-Reply-To: <AANLkTilAIzKl3vSmgQ4qYJ2ydFxv-g8X-dhUzy5JBgY4@mail.gmail.com>
References: <AANLkTikQOJBiMJDUAsNhDRJ3I8gDnDNxibDZa0995ICn@mail.gmail.com>	<4C2C56AD.5090508@netcologne.de>
	<AANLkTilAIzKl3vSmgQ4qYJ2ydFxv-g8X-dhUzy5JBgY4@mail.gmail.com>
Message-ID: <4C2C9010.5030208@netcologne.de>

Hi Torsten,

normally you don't need to worry about timezones in date calculations.
You should always normalize all dates to UTC and then do the calculations.

May you can give an example of you date calculations?

Chris

Am 01.07.2010 14:10, schrieb Torsten Brumm:
> Hi Chris,
> this i already tried. The problem is more that the timezone offset is
> only for display, not for calculation used (so far i figured already)
> and i have really no idea how to fix it. one possible way could be:
> 
> 1. If a user is entering this fields, check the users timezone and use
> the offset to work with the utc values...
> 
> i will play around a little more...
> 
> Torsten


From justin.hayes at openbet.com  Thu Jul  1 09:30:56 2010
From: justin.hayes at openbet.com (Justin Hayes)
Date: Thu, 1 Jul 2010 14:30:56 +0100
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <ADA7B4B349CE874CB1DC46B3590D524A026F7D8504@hex-ex01.internal.gxn.net>
References: <33431DF7-7A80-4DAD-A59F-45E3E8E2AABA@openbet.com>
	<D89FAB13-3F44-44C3-916D-E269560901D5@nuim.ie>
	<327C75F4-A39D-4247-8810-2AE82B02B677@openbet.com>
	<9218FA89-D254-4766-B3F6-60CF9014C81C@openbet.com>
	<AANLkTint7K0uitKmPOeBJnQDNOj757mK9SMzBQyCwgsk@mail.gmail.com>
	<5BB469A5-1D4F-43CE-9CA3-28C51D88F659@openbet.com>
	<ADA7B4B349CE874CB1DC46B3590D524A026F7D84EC@hex-ex01.internal.gxn.net>
	<48EC1C48-2A70-4E44-8A87-28149261B49A@openbet.com>
	<ADA7B4B349CE874CB1DC46B3590D524A026F7D8504@hex-ex01.internal.gxn.net>
Message-ID: <1E0084A1-5273-4870-A005-3A659C4C83E5@openbet.com>

Hi Roy,

We've logged the SQL statements on the test server - virtually every query is .000s of a second. Yet the ticket we're using on there still takes 12s to render.

So the queries seem ok. However I know that having a huge ticket in a small DB is much faster (say 2s). So it *seems* to be DB or server related, I just don't know how...

Thanks,

Justin



-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com

On 1 Jul 2010, at 12:28, Raed El-Hames wrote:

> Hi Justin;
>  
> Our database is ~ 59G, the attachments table is  ~ 40G.
> In our setup , the web server is different hardware to the db servers , and the db servers are 2 * dual core 2.6 AMD processors with 16G Ram,
>  
> A stupid question, but did you restart apache after you commented out the ShowTransaction lines ?
> What version of RT by the way?
> Do you use UseSQLForACLChecks?? I found it slows things a bit as it tries to build long joins with cached group members and groups etc.
>  
> In terms of debug; if you have not done this yet enable DBIx-SearchBuilder StatementLog
> Set($StatementLog,?debug?);  in your etc/RT_SiteConfig.
> Then try to load the ticket, then from your rt.log grab some of the sql statements generated and try executing them on the sql server via sql console, and see if any are slow , for any slow queries try an explain and see what indexes are used.
>  
> Something else I also try is to put debug lines with timestamps within the html page itself and see which component taking the longest time, then do the same within the slowest component breaking it into various parts to determine which bit of code is taking the longest time etc etc.
>  
> Feel free to mail me again if you need further help.
>  
> Regards;
> Roy
>  
>  
>  
>  
> From: Justin Hayes [mailto:justin.hayes at openbet.com] 
> Sent: 01 July 2010 12:08
> To: Raed El-Hames
> Subject: Re: [rt-users] Slow Ticket History 3.8.8
>  
> Hi Raed,
>  
> How big is your DB? We've got about 10gb in Attachments. If we put a really long ticket in an empty DB performance is excellent.
>  
> So something is wrong with the server/DB, we just don't know what.
>  
> Cheers,
>  
> Justin
> 
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
>  
> On 1 Jul 2010, at 11:51, Raed El-Hames wrote:
> 
> 
> Justin,
>  
> Do you use Transaction custom fields, if you do n?t ; try and comment out lines 70,71,72 from html/Ticket/Elements/ShowTransaction
> % if ( $Transaction->CustomFieldValues->Count ) {
>       <& /Elements/ShowCustomFields, Object => $Transaction &>
> % }
> See if that improves things for you.
> Some of our monitoring tickets can have up to 500 updates, such tickets use to take up to 20s to load, once I commented out the above lines, load time is now down to less than 5 seconds.
>  
> Regards;
> Roy
>  
>  
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Justin Hayes
> Sent: 01 July 2010 11:39
> To: Kenneth Crocker
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Slow Ticket History 3.8.8
>  
> We do Kenneth, but most tickets don't have many file attachments, so I assume that's not an issue?
>  
> Cheers,
>  
> Justin
> 
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
>  
> On 29 Jun 2010, at 17:54, Kenneth Crocker wrote:
> 
> 
> 
> Justin,
> 
> I didn't see this mentioned and may have missed it, but are you displaying attachements inline? That might cut back on the I/O for History. Just a thought.
> 
> Kenn
> LBNL
> 
> On Tue, Jun 29, 2010 at 8:04 AM, Justin Hayes <justin.hayes at openbet.com> wrote:
> As a test we've just created a long ticket in an empty RT DB and it's very fast. So does look to be DB related - contrary to our earlier investigations.
> 
> I guess it must still access the DB resultset during the ticket rendering (which isn't how we thought it would work).
> 
> Time to tune the hell out of mysql then.......
> 
> Justin
> 
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
> 
> On 29 Jun 2010, at 15:53, Justin Hayes wrote:
> 
> > Seem to be quite a few things to look at Jason. Need to figure out what they all mean first.
> >
> > Justin
> >
> > -------- General Statistics --------------------------------------------------
> > [--] Skipped version check for MySQLTuner script
> > [OK] Currently running supported MySQL version 5.1.37-1ubuntu5.4-log
> > [OK] Operating on 64-bit architecture
> >
> > -------- Storage Engine Statistics -------------------------------------------
> > [--] Status: -Archive -BDB -Federated +InnoDB -ISAM -NDBCluster
> > [--] Data in MyISAM tables: 611M (Tables: 8)
> > [--] Data in InnoDB tables: 10G (Tables: 20)
> > [!!] Total fragmented tables: 21
> >
> > -------- Performance Metrics -------------------------------------------------
> > [--] Up for: 19d 19h 32m 37s (110M q [64.266 qps], 222K conn, TX: 637B, RX: 39B)
> > [--] Reads / Writes: 98% / 2%
> > [--] Total buffers: 602.0M global + 134.8M per thread (150 max threads)
> > [!!] Maximum possible memory usage: 20.3G (262% of installed RAM)
> > [OK] Slow queries: 0% (229K/110M)
> > [!!] Highest connection usage: 100%  (151/150)
> > [OK] Key buffer size / total MyISAM indexes: 512.0M/6.7M
> > [OK] Key buffer hit rate: 100.0% (84M cached / 7K reads)
> > [OK] Query cache efficiency: 71.4% (76M cached / 107M selects)
> > [!!] Query cache prunes per day: 661360
> > [OK] Sorts requiring temporary tables: 0% (0 temp sorts / 2M sorts)
> > [!!] Joins performed without indexes: 112714
> > [!!] Temporary tables created on disk: 33% (968K on disk / 2M total)
> > [OK] Thread cache hit rate: 99% (1K created / 222K connections)
> > [OK] Table cache hit rate: 36% (318 open / 880 opened)
> > [OK] Open file limit used: 14% (166/1K)
> > [OK] Table locks acquired immediately: 99% (39M immediate / 39M locks)
> > [!!] InnoDB data size / buffer pool: 10.1G/8.0M
> >
> > -------- Recommendations -----------------------------------------------------
> > General recommendations:
> >    Run OPTIMIZE TABLE to defragment tables for better performance
> >    Reduce your overall MySQL memory footprint for system stability
> >    Reduce or eliminate persistent connections to reduce connection usage
> >    Adjust your join queries to always utilize indexes
> >    When making adjustments, make tmp_table_size/max_heap_table_size equal
> >    Reduce your SELECT DISTINCT queries without LIMIT clauses
> > Variables to adjust:
> >  *** MySQL's maximum memory usage is dangerously high ***
> >  *** Add RAM before increasing MySQL buffer variables ***
> >    max_connections (> 150)
> >    wait_timeout (< 28800)
> >    interactive_timeout (< 28800)
> >    query_cache_size (> 16M)
> >    join_buffer_size (> 2.0M, or always use indexes with joins)
> >    tmp_table_size (> 128M)
> >    max_heap_table_size (> 64M)
> >    innodb_buffer_pool_size (>= 10G)
> >
> >
> > -------------------------------------------------
> > Justin Hayes
> > OpenBet Support Manager
> > justin.hayes at openbet.com
> >
> > On 29 Jun 2010, at 15:22, Jason Doran wrote:
> >
> >> Hi,
> >> If you are using mysqld have a look at "mysqltuner.pl" perl script (google)
> >> This has fixed quickly many performance issues on both RT and other
> >> web-based software we use. I run this every few weeks and apply suggested
> >> changes and then simply restart mysqld when things are quite.
> >>
> >> Regards,
> >> Jason Doran
> >> Computer Centre
> >> NUI, Maynooth
> >>
> >> On 29 Jun 2010, at 14:09, Justin Hayes wrote:
> >>
> >>> Hi everyone,
> >>>
> >>> I've raised this before, but we've had another look at it and still can't see how to improve things.
> >>>
> >>> We put a lot of comments/replies in our tickets. Often there can be 50-100 entries in a ticket, mostly plain text. Loading such a ticket can take 10-20secs.
> >>>
> >>> We don't have any slow queries - all the time seems to be in the code rendering the history of the ticket.
> >>> We've had a go at stripping functions out of ShowHistory, ShowTransaction and ShowTransactionAttachmments but not had much success.
> >>>
> >>> FWIW our RT runs on quad 3ghz Xeons with 8gb of ram.
> >>>
> >>> I'd like to try and determine if we're just slow, or if this is just how long RT takes. Maybe perl is just slow.
> >>>
> >>> Can anyone shed any light on how long it takes them to render long tickets in their systems? If you look at the page source it gives you a value e.g.
> >>>
> >>> <span>Time to display: 24.996907</span>
> >>>
> >>> Can anyone share some numbers from theirs for longer tickets? It would be really appreciated.
> >>>
> >>>
> >>> Thanks,
> >>>
> >>> Justin
> >>>
> >>> -------------------------------------------------
> >>> Justin Hayes
> >>> OpenBet Support Manager
> >>> justin.hayes at openbet.com
> >>>
> >>>
> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >>> Buy a copy at http://rtbook.bestpractical.com
> >>
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>  
>  

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From ktm at rice.edu  Thu Jul  1 09:36:46 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Thu, 1 Jul 2010 08:36:46 -0500
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <1E0084A1-5273-4870-A005-3A659C4C83E5@openbet.com>
References: <33431DF7-7A80-4DAD-A59F-45E3E8E2AABA@openbet.com>
	<D89FAB13-3F44-44C3-916D-E269560901D5@nuim.ie>
	<327C75F4-A39D-4247-8810-2AE82B02B677@openbet.com>
	<9218FA89-D254-4766-B3F6-60CF9014C81C@openbet.com>
	<AANLkTint7K0uitKmPOeBJnQDNOj757mK9SMzBQyCwgsk@mail.gmail.com>
	<5BB469A5-1D4F-43CE-9CA3-28C51D88F659@openbet.com>
	<ADA7B4B349CE874CB1DC46B3590D524A026F7D84EC@hex-ex01.internal.gxn.net>
	<48EC1C48-2A70-4E44-8A87-28149261B49A@openbet.com>
	<ADA7B4B349CE874CB1DC46B3590D524A026F7D8504@hex-ex01.internal.gxn.net>
	<1E0084A1-5273-4870-A005-3A659C4C83E5@openbet.com>
Message-ID: <20100701133646.GC341@aart.is.rice.edu>

On Thu, Jul 01, 2010 at 02:30:56PM +0100, Justin Hayes wrote:
> Hi Roy,
> 
> We've logged the SQL statements on the test server - virtually every query is .000s of a second. Yet the ticket we're using on there still takes 12s to render.
> 
> So the queries seem ok. However I know that having a huge ticket in a small DB is much faster (say 2s). So it *seems* to be DB or server related, I just don't know how...
> 
> Thanks,
> 
> Justin
> 

Wild conjecture: The time is spent grabbing the attachments from
the database. For the small database, all of them are available
in just a few reads. For the large database, each attachment or
update will need to have its own seek/read and will not typically
be cached.

Cheers,
Ken



From alberto.villanueva at altran.es  Thu Jul  1 09:42:33 2010
From: alberto.villanueva at altran.es (Alberto Villanueva)
Date: Thu, 01 Jul 2010 15:42:33 +0200
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <1E0084A1-5273-4870-A005-3A659C4C83E5@openbet.com>
References: <33431DF7-7A80-4DAD-A59F-45E3E8E2AABA@openbet.com>	<D89FAB13-3F44-44C3-916D-E269560901D5@nuim.ie>	<327C75F4-A39D-4247-8810-2AE82B02B677@openbet.com>	<9218FA89-D254-4766-B3F6-60CF9014C81C@openbet.com>	<AANLkTint7K0uitKmPOeBJnQDNOj757mK9SMzBQyCwgsk@mail.gmail.com>	<5BB469A5-1D4F-43CE-9CA3-28C51D88F659@openbet.com>	<ADA7B4B349CE874CB1DC46B3590D524A026F7D84EC@hex-ex01.internal.gxn.net>	<48EC1C48-2A70-4E44-8A87-28149261B49A@openbet.com>	<ADA7B4B349CE874CB1DC46B3590D524A026F7D8504@hex-ex01.internal.gxn.net>
	<1E0084A1-5273-4870-A005-3A659C4C83E5@openbet.com>
Message-ID: <4C2C9B49.7010904@altran.es>

Have you read next links? Maybe you could be good for your server.

http://wiki.bestpractical.com/view/PerformanceTuning
http://wiki.bestpractical.com/view/CleanupSessions


Good luck!


> Hi Roy,
>
> We've logged the SQL statements on the test server - virtually every
> query is .000s of a second. Yet the ticket we're using on there still
> takes 12s to render.
>
> So the queries seem ok. However I know that having a huge ticket in a
> small DB is much faster (say 2s). So it *seems* to be DB or server
> related, I just don't know how...
>
> Thanks,
>
> Justin
>
>
>
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com <mailto:justin.hayes at openbet.com>
>
> On 1 Jul 2010, at 12:28, Raed El-Hames wrote:
>
>> Hi Justin;
>> Our database is ~ 59G, the attachments table is ~ 40G.
>> In our setup , the web server is different hardware to the db servers
>> , and the db servers are 2 * dual core 2.6 AMD processors with 16G Ram,
>> A stupid question, but did you restart apache after you commented out
>> the ShowTransaction lines ?
>> What version of RT by the way?
>> Do you use UseSQLForACLChecks?? I found it slows things a bit as it
>> tries to build long joins with cached group members and groups etc.
>> In terms of debug; if you have not done this yet enable
>> DBIx-SearchBuilder StatementLog
>> Set($StatementLog,?debug?); in your etc/RT_SiteConfig.
>> Then try to load the ticket, then from your rt.log grab some of the
>> sql statements generated and try executing them on the sql server via
>> sql console, and see if any are slow , for any slow queries try an
>> explain and see what indexes are used.
>> Something else I also try is to put debug lines with timestamps within
>> the html page itself and see which component taking the longest time,
>> then do the same within the slowest component breaking it into various
>> parts to determine which bit of code is taking the longest time etc etc.
>> Feel free to mail me again if you need further help.
>> Regards;
>> Roy
>> *From:* Justin Hayes [mailto:justin.hayes at openbet.com]
>> *Sent:* 01 July 2010 12:08
>> *To:* Raed El-Hames
>> *Subject:* Re: [rt-users] Slow Ticket History 3.8.8
>> Hi Raed,
>> How big is your DB? We've got about 10gb in Attachments. If we put a
>> really long ticket in an empty DB performance is excellent.
>> So something is wrong with the server/DB, we just don't know what.
>> Cheers,
>> Justin
>>
>> -------------------------------------------------
>> Justin Hayes
>> OpenBet Support Manager
>> justin.hayes at openbet.com <mailto:justin.hayes at openbet.com>
>> On 1 Jul 2010, at 11:51, Raed El-Hames wrote:
>>
>>
>> Justin,
>> Do you use Transaction custom fields, if you do n?t ; try and comment
>> out lines 70,71,72 from html/Ticket/Elements/ShowTransaction
>> % if ( $Transaction->CustomFieldValues->Count ) {
>> <& /Elements/ShowCustomFields, Object => $Transaction &>
>> % }
>> See if that improves things for you.
>> Some of our monitoring tickets can have up to 500 updates, such
>> tickets use to take up to 20s to load, once I commented out the above
>> lines, load time is now down to less than 5 seconds.
>> Regards;
>> Roy
>> *From:* rt-users-bounces at lists.bestpractical.com
>> <mailto:rt-users-bounces at lists.bestpractical.com>
>> [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of
>> *Justin Hayes
>> *Sent:* 01 July 2010 11:39
>> *To:* Kenneth Crocker
>> *Cc:* rt-users at lists.bestpractical.com
>> <mailto:rt-users at lists.bestpractical.com>
>> *Subject:* Re: [rt-users] Slow Ticket History 3.8.8
>> We do Kenneth, but most tickets don't have many file attachments, so I
>> assume that's not an issue?
>> Cheers,
>> Justin
>>
>> -------------------------------------------------
>> Justin Hayes
>> OpenBet Support Manager
>> justin.hayes at openbet.com <mailto:justin.hayes at openbet.com>
>> On 29 Jun 2010, at 17:54, Kenneth Crocker wrote:
>>
>>
>>
>> Justin,
>>
>> I didn't see this mentioned and may have missed it, but are you
>> displaying attachements inline? That might cut back on the I/O for
>> History. Just a thought.
>>
>> Kenn
>> LBNL
>>
>> On Tue, Jun 29, 2010 at 8:04 AM, Justin Hayes
>> <justin.hayes at openbet.com <mailto:justin.hayes at openbet.com>> wrote:
>> As a test we've just created a long ticket in an empty RT DB and it's
>> very fast. So does look to be DB related - contrary to our earlier
>> investigations.
>>
>> I guess it must still access the DB resultset during the ticket
>> rendering (which isn't how we thought it would work).
>>
>> Time to tune the hell out of mysql then.......
>>
>>
>> Justin
>>
>> -------------------------------------------------
>> Justin Hayes
>> OpenBet Support Manager
>> justin.hayes at openbet.com <mailto:justin.hayes at openbet.com>
>>
>> On 29 Jun 2010, at 15:53, Justin Hayes wrote:
>>
>> > Seem to be quite a few things to look at Jason. Need to figure out
>> what they all mean first.
>> >
>> > Justin
>> >
>> > -------- General Statistics
>> --------------------------------------------------
>> > [--] Skipped version check for MySQLTuner script
>> > [OK] Currently running supported MySQL version 5.1.37-1ubuntu5.4-log
>> > [OK] Operating on 64-bit architecture
>> >
>> > -------- Storage Engine Statistics
>> -------------------------------------------
>> > [--] Status: -Archive -BDB -Federated +InnoDB -ISAM -NDBCluster
>> > [--] Data in MyISAM tables: 611M (Tables: 8)
>> > [--] Data in InnoDB tables: 10G (Tables: 20)
>> > [!!] Total fragmented tables: 21
>> >
>> > -------- Performance Metrics
>> -------------------------------------------------
>> > [--] Up for: 19d 19h 32m 37s (110M q [64.266 qps], 222K conn, TX:
>> 637B, RX: 39B)
>> > [--] Reads / Writes: 98% / 2%
>> > [--] Total buffers: 602.0M global + 134.8M per thread (150 max threads)
>> > [!!] Maximum possible memory usage: 20.3G (262% of installed RAM)
>> > [OK] Slow queries: 0% (229K/110M)
>> > [!!] Highest connection usage: 100% (151/150)
>> > [OK] Key buffer size / total MyISAM indexes: 512.0M/6.7M
>> > [OK] Key buffer hit rate: 100.0% (84M cached / 7K reads)
>> > [OK] Query cache efficiency: 71.4% (76M cached / 107M selects)
>> > [!!] Query cache prunes per day: 661360
>> > [OK] Sorts requiring temporary tables: 0% (0 temp sorts / 2M sorts)
>> > [!!] Joins performed without indexes: 112714
>> > [!!] Temporary tables created on disk: 33% (968K on disk / 2M total)
>> > [OK] Thread cache hit rate: 99% (1K created / 222K connections)
>> > [OK] Table cache hit rate: 36% (318 open / 880 opened)
>> > [OK] Open file limit used: 14% (166/1K)
>> > [OK] Table locks acquired immediately: 99% (39M immediate / 39M locks)
>> > [!!] InnoDB data size / buffer pool: 10.1G/8.0M
>> >
>> > -------- Recommendations
>> -----------------------------------------------------
>> > General recommendations:
>> > Run OPTIMIZE TABLE to defragment tables for better performance
>> > Reduce your overall MySQL memory footprint for system stability
>> > Reduce or eliminate persistent connections to reduce connection usage
>> > Adjust your join queries to always utilize indexes
>> > When making adjustments, make tmp_table_size/max_heap_table_size equal
>> > Reduce your SELECT DISTINCT queries without LIMIT clauses
>> > Variables to adjust:
>> > *** MySQL's maximum memory usage is dangerously high ***
>> > *** Add RAM before increasing MySQL buffer variables ***
>> > max_connections (> 150)
>> > wait_timeout (< 28800)
>> > interactive_timeout (< 28800)
>> > query_cache_size (> 16M)
>> > join_buffer_size (> 2.0M, or always use indexes with joins)
>> > tmp_table_size (> 128M)
>> > max_heap_table_size (> 64M)
>> > innodb_buffer_pool_size (>= 10G)
>> >
>> >
>> > -------------------------------------------------
>> > Justin Hayes
>> > OpenBet Support Manager
>> > justin.hayes at openbet.com <mailto:justin.hayes at openbet.com>
>> >
>> > On 29 Jun 2010, at 15:22, Jason Doran wrote:
>> >
>> >> Hi,
>> >> If you are using mysqld have a look at "mysqltuner.pl
>> <http://mysqltuner.pl/>" perl script (google)
>> >> This has fixed quickly many performance issues on both RT and other
>> >> web-based software we use. I run this every few weeks and apply
>> suggested
>> >> changes and then simply restart mysqld when things are quite.
>> >>
>> >> Regards,
>> >> Jason Doran
>> >> Computer Centre
>> >> NUI, Maynooth
>> >>
>> >> On 29 Jun 2010, at 14:09, Justin Hayes wrote:
>> >>
>> >>> Hi everyone,
>> >>>
>> >>> I've raised this before, but we've had another look at it and still
>> can't see how to improve things.
>> >>>
>> >>> We put a lot of comments/replies in our tickets. Often there can be
>> 50-100 entries in a ticket, mostly plain text. Loading such a ticket
>> can take 10-20secs.
>> >>>
>> >>> We don't have any slow queries - all the time seems to be in the
>> code rendering the history of the ticket.
>> >>> We've had a go at stripping functions out of ShowHistory,
>> ShowTransaction and ShowTransactionAttachmments but not had much success.
>> >>>
>> >>> FWIW our RT runs on quad 3ghz Xeons with 8gb of ram.
>> >>>
>> >>> I'd like to try and determine if we're just slow, or if this is
>> just how long RT takes. Maybe perl is just slow.
>> >>>
>> >>> Can anyone shed any light on how long it takes them to render long
>> tickets in their systems? If you look at the page source it gives you
>> a value e.g.
>> >>>
>> >>> <span>Time to display: 24.996907</span>
>> >>>
>> >>> Can anyone share some numbers from theirs for longer tickets? It
>> would be really appreciated.
>> >>>
>> >>>
>> >>> Thanks,
>> >>>
>> >>> Justin
>> >>>
>> >>> -------------------------------------------------
>> >>> Justin Hayes
>> >>> OpenBet Support Manager
>> >>> justin.hayes at openbet.com <mailto:justin.hayes at openbet.com>
>> >>>
>> >>>
>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> >>> Buy a copy at http://rtbook.bestpractical.com
>> <http://rtbook.bestpractical.com/>
>> >>
>> >
>> >
>> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> > Buy a copy at http://rtbook.bestpractical.com
>> <http://rtbook.bestpractical.com/>
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>> <http://rtbook.bestpractical.com/>
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com


-- 
Alberto Villanueva
Industria
______________________________________

ALTRAN

C/Campezo, 1, Edificio 1, Planta 4
28022 Madrid, Spain
Tel : + 34 91 550 41 00
Fax: + 34 91 415 61 53

www.altran.es

Antes de imprimir este mensaje, aseg?rate de que es necesario. Proteger
el medio ambiente est? tambi?n en tu mano.

En cumplimiento de la Ley Org?nica 15/1999, con fecha 13 de diciembre,
de Protecci?n de Datos de Car?cter Personal, y la Ley 34/2002, con fecha
11 de julio, de Servicios de la Sociedad de la Informaci?n y de comercio
electr?nico, le comunicamos que su direcci?n de correo electr?nico forma
parte de un fichero del que es responsable Altran Espa?a, y que
garantiza la confidencialidad y seguridad de sus datos. Tiene usted
derecho al acceso, rectificaci?n y cancelaci?n de sus datos en los
t?rminos establecidos en la Ley Org?nica 15/1999 de Protecci?n de Datos
de Car?cter Personal y dem?s normativa concordante, dirigi?ndose a
nuestra direcci?n anteriormente se?alada o por medio de correo
electr?nico: comunicacion at altran.es <mailto:comunicacion at altran.es>.

AVISO LEGAL: Este mensaje, junto con cualquier fichero adjunto, est?
dirigido a su destinatario y es confidencial. Cualquier distribuci?n,
uso o reproducci?n sin consentimiento del remitente est? estrictamente
prohibido. Si ha recibido este mensaje por error, por favor proceda a
ponerlo en conocimiento del remitente por e-mail y a borrarlo de su
sistema sin realizar copias.


From justin.hayes at openbet.com  Thu Jul  1 09:55:09 2010
From: justin.hayes at openbet.com (Justin Hayes)
Date: Thu, 1 Jul 2010 14:55:09 +0100
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <4C2C9B49.7010904@altran.es>
References: <33431DF7-7A80-4DAD-A59F-45E3E8E2AABA@openbet.com>	<D89FAB13-3F44-44C3-916D-E269560901D5@nuim.ie>	<327C75F4-A39D-4247-8810-2AE82B02B677@openbet.com>	<9218FA89-D254-4766-B3F6-60CF9014C81C@openbet.com>	<AANLkTint7K0uitKmPOeBJnQDNOj757mK9SMzBQyCw
	<1E0084A1-5273-4870-A005-3A659C4C83E5@openbet.com>
	<4C2C9B49.7010904@altran.es>
Message-ID: <123198C4-7EA6-44A0-9A10-B09E8BB5B4F1@openbet.com>

Thanks Alberto. Will look at those as well.

Justin

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com

On 1 Jul 2010, at 14:42, Alberto Villanueva wrote:

> Have you read next links? Maybe you could be good for your server.
> 
> http://wiki.bestpractical.com/view/PerformanceTuning
> http://wiki.bestpractical.com/view/CleanupSessions
> 
> 
> Good luck!
> 
> 
>> Hi Roy,
>> 
>> We've logged the SQL statements on the test server - virtually every
>> query is .000s of a second. Yet the ticket we're using on there still
>> takes 12s to render.
>> 
>> So the queries seem ok. However I know that having a huge ticket in a
>> small DB is much faster (say 2s). So it *seems* to be DB or server
>> related, I just don't know how...
>> 
>> Thanks,
>> 
>> Justin
>> 
>> 
>> 
>> -------------------------------------------------
>> Justin Hayes
>> OpenBet Support Manager
>> justin.hayes at openbet.com <mailto:justin.hayes at openbet.com>
>> 
>> On 1 Jul 2010, at 12:28, Raed El-Hames wrote:
>> 
>>> Hi Justin;
>>> Our database is ~ 59G, the attachments table is ~ 40G.
>>> In our setup , the web server is different hardware to the db servers
>>> , and the db servers are 2 * dual core 2.6 AMD processors with 16G Ram,
>>> A stupid question, but did you restart apache after you commented out
>>> the ShowTransaction lines ?
>>> What version of RT by the way?
>>> Do you use UseSQLForACLChecks?? I found it slows things a bit as it
>>> tries to build long joins with cached group members and groups etc.
>>> In terms of debug; if you have not done this yet enable
>>> DBIx-SearchBuilder StatementLog
>>> Set($StatementLog,?debug?); in your etc/RT_SiteConfig.
>>> Then try to load the ticket, then from your rt.log grab some of the
>>> sql statements generated and try executing them on the sql server via
>>> sql console, and see if any are slow , for any slow queries try an
>>> explain and see what indexes are used.
>>> Something else I also try is to put debug lines with timestamps within
>>> the html page itself and see which component taking the longest time,
>>> then do the same within the slowest component breaking it into various
>>> parts to determine which bit of code is taking the longest time etc etc.
>>> Feel free to mail me again if you need further help.
>>> Regards;
>>> Roy
>>> *From:* Justin Hayes [mailto:justin.hayes at openbet.com]
>>> *Sent:* 01 July 2010 12:08
>>> *To:* Raed El-Hames
>>> *Subject:* Re: [rt-users] Slow Ticket History 3.8.8
>>> Hi Raed,
>>> How big is your DB? We've got about 10gb in Attachments. If we put a
>>> really long ticket in an empty DB performance is excellent.
>>> So something is wrong with the server/DB, we just don't know what.
>>> Cheers,
>>> Justin
>>> 
>>> -------------------------------------------------
>>> Justin Hayes
>>> OpenBet Support Manager
>>> justin.hayes at openbet.com <mailto:justin.hayes at openbet.com>
>>> On 1 Jul 2010, at 11:51, Raed El-Hames wrote:
>>> 
>>> 
>>> Justin,
>>> Do you use Transaction custom fields, if you do n?t ; try and comment
>>> out lines 70,71,72 from html/Ticket/Elements/ShowTransaction
>>> % if ( $Transaction->CustomFieldValues->Count ) {
>>> <& /Elements/ShowCustomFields, Object => $Transaction &>
>>> % }
>>> See if that improves things for you.
>>> Some of our monitoring tickets can have up to 500 updates, such
>>> tickets use to take up to 20s to load, once I commented out the above
>>> lines, load time is now down to less than 5 seconds.
>>> Regards;
>>> Roy
>>> *From:* rt-users-bounces at lists.bestpractical.com
>>> <mailto:rt-users-bounces at lists.bestpractical.com>
>>> [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of
>>> *Justin Hayes
>>> *Sent:* 01 July 2010 11:39
>>> *To:* Kenneth Crocker
>>> *Cc:* rt-users at lists.bestpractical.com
>>> <mailto:rt-users at lists.bestpractical.com>
>>> *Subject:* Re: [rt-users] Slow Ticket History 3.8.8
>>> We do Kenneth, but most tickets don't have many file attachments, so I
>>> assume that's not an issue?
>>> Cheers,
>>> Justin
>>> 
>>> -------------------------------------------------
>>> Justin Hayes
>>> OpenBet Support Manager
>>> justin.hayes at openbet.com <mailto:justin.hayes at openbet.com>
>>> On 29 Jun 2010, at 17:54, Kenneth Crocker wrote:
>>> 
>>> 
>>> 
>>> Justin,
>>> 
>>> I didn't see this mentioned and may have missed it, but are you
>>> displaying attachements inline? That might cut back on the I/O for
>>> History. Just a thought.
>>> 
>>> Kenn
>>> LBNL
>>> 
>>> On Tue, Jun 29, 2010 at 8:04 AM, Justin Hayes
>>> <justin.hayes at openbet.com <mailto:justin.hayes at openbet.com>> wrote:
>>> As a test we've just created a long ticket in an empty RT DB and it's
>>> very fast. So does look to be DB related - contrary to our earlier
>>> investigations.
>>> 
>>> I guess it must still access the DB resultset during the ticket
>>> rendering (which isn't how we thought it would work).
>>> 
>>> Time to tune the hell out of mysql then.......
>>> 
>>> 
>>> Justin
>>> 
>>> -------------------------------------------------
>>> Justin Hayes
>>> OpenBet Support Manager
>>> justin.hayes at openbet.com <mailto:justin.hayes at openbet.com>
>>> 
>>> On 29 Jun 2010, at 15:53, Justin Hayes wrote:
>>> 
>>> > Seem to be quite a few things to look at Jason. Need to figure out
>>> what they all mean first.
>>> >
>>> > Justin
>>> >
>>> > -------- General Statistics
>>> --------------------------------------------------
>>> > [--] Skipped version check for MySQLTuner script
>>> > [OK] Currently running supported MySQL version 5.1.37-1ubuntu5.4-log
>>> > [OK] Operating on 64-bit architecture
>>> >
>>> > -------- Storage Engine Statistics
>>> -------------------------------------------
>>> > [--] Status: -Archive -BDB -Federated +InnoDB -ISAM -NDBCluster
>>> > [--] Data in MyISAM tables: 611M (Tables: 8)
>>> > [--] Data in InnoDB tables: 10G (Tables: 20)
>>> > [!!] Total fragmented tables: 21
>>> >
>>> > -------- Performance Metrics
>>> -------------------------------------------------
>>> > [--] Up for: 19d 19h 32m 37s (110M q [64.266 qps], 222K conn, TX:
>>> 637B, RX: 39B)
>>> > [--] Reads / Writes: 98% / 2%
>>> > [--] Total buffers: 602.0M global + 134.8M per thread (150 max threads)
>>> > [!!] Maximum possible memory usage: 20.3G (262% of installed RAM)
>>> > [OK] Slow queries: 0% (229K/110M)
>>> > [!!] Highest connection usage: 100% (151/150)
>>> > [OK] Key buffer size / total MyISAM indexes: 512.0M/6.7M
>>> > [OK] Key buffer hit rate: 100.0% (84M cached / 7K reads)
>>> > [OK] Query cache efficiency: 71.4% (76M cached / 107M selects)
>>> > [!!] Query cache prunes per day: 661360
>>> > [OK] Sorts requiring temporary tables: 0% (0 temp sorts / 2M sorts)
>>> > [!!] Joins performed without indexes: 112714
>>> > [!!] Temporary tables created on disk: 33% (968K on disk / 2M total)
>>> > [OK] Thread cache hit rate: 99% (1K created / 222K connections)
>>> > [OK] Table cache hit rate: 36% (318 open / 880 opened)
>>> > [OK] Open file limit used: 14% (166/1K)
>>> > [OK] Table locks acquired immediately: 99% (39M immediate / 39M locks)
>>> > [!!] InnoDB data size / buffer pool: 10.1G/8.0M
>>> >
>>> > -------- Recommendations
>>> -----------------------------------------------------
>>> > General recommendations:
>>> > Run OPTIMIZE TABLE to defragment tables for better performance
>>> > Reduce your overall MySQL memory footprint for system stability
>>> > Reduce or eliminate persistent connections to reduce connection usage
>>> > Adjust your join queries to always utilize indexes
>>> > When making adjustments, make tmp_table_size/max_heap_table_size equal
>>> > Reduce your SELECT DISTINCT queries without LIMIT clauses
>>> > Variables to adjust:
>>> > *** MySQL's maximum memory usage is dangerously high ***
>>> > *** Add RAM before increasing MySQL buffer variables ***
>>> > max_connections (> 150)
>>> > wait_timeout (< 28800)
>>> > interactive_timeout (< 28800)
>>> > query_cache_size (> 16M)
>>> > join_buffer_size (> 2.0M, or always use indexes with joins)
>>> > tmp_table_size (> 128M)
>>> > max_heap_table_size (> 64M)
>>> > innodb_buffer_pool_size (>= 10G)
>>> >
>>> >
>>> > -------------------------------------------------
>>> > Justin Hayes
>>> > OpenBet Support Manager
>>> > justin.hayes at openbet.com <mailto:justin.hayes at openbet.com>
>>> >
>>> > On 29 Jun 2010, at 15:22, Jason Doran wrote:
>>> >
>>> >> Hi,
>>> >> If you are using mysqld have a look at "mysqltuner.pl
>>> <http://mysqltuner.pl/>" perl script (google)
>>> >> This has fixed quickly many performance issues on both RT and other
>>> >> web-based software we use. I run this every few weeks and apply
>>> suggested
>>> >> changes and then simply restart mysqld when things are quite.
>>> >>
>>> >> Regards,
>>> >> Jason Doran
>>> >> Computer Centre
>>> >> NUI, Maynooth
>>> >>
>>> >> On 29 Jun 2010, at 14:09, Justin Hayes wrote:
>>> >>
>>> >>> Hi everyone,
>>> >>>
>>> >>> I've raised this before, but we've had another look at it and still
>>> can't see how to improve things.
>>> >>>
>>> >>> We put a lot of comments/replies in our tickets. Often there can be
>>> 50-100 entries in a ticket, mostly plain text. Loading such a ticket
>>> can take 10-20secs.
>>> >>>
>>> >>> We don't have any slow queries - all the time seems to be in the
>>> code rendering the history of the ticket.
>>> >>> We've had a go at stripping functions out of ShowHistory,
>>> ShowTransaction and ShowTransactionAttachmments but not had much success.
>>> >>>
>>> >>> FWIW our RT runs on quad 3ghz Xeons with 8gb of ram.
>>> >>>
>>> >>> I'd like to try and determine if we're just slow, or if this is
>>> just how long RT takes. Maybe perl is just slow.
>>> >>>
>>> >>> Can anyone shed any light on how long it takes them to render long
>>> tickets in their systems? If you look at the page source it gives you
>>> a value e.g.
>>> >>>
>>> >>> <span>Time to display: 24.996907</span>
>>> >>>
>>> >>> Can anyone share some numbers from theirs for longer tickets? It
>>> would be really appreciated.
>>> >>>
>>> >>>
>>> >>> Thanks,
>>> >>>
>>> >>> Justin
>>> >>>
>>> >>> -------------------------------------------------
>>> >>> Justin Hayes
>>> >>> OpenBet Support Manager
>>> >>> justin.hayes at openbet.com <mailto:justin.hayes at openbet.com>
>>> >>>
>>> >>>
>>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> >>> Buy a copy at http://rtbook.bestpractical.com
>>> <http://rtbook.bestpractical.com/>
>>> >>
>>> >
>>> >
>>> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> > Buy a copy at http://rtbook.bestpractical.com
>>> <http://rtbook.bestpractical.com/>
>>> 
>>> 
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>> <http://rtbook.bestpractical.com/>
>>> 
>>> 
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>> 
>> 
>> 
>> 
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
> 
> 
> -- 
> Alberto Villanueva
> Industria
> ______________________________________
> 
> ALTRAN
> 
> C/Campezo, 1, Edificio 1, Planta 4
> 28022 Madrid, Spain
> Tel : + 34 91 550 41 00
> Fax: + 34 91 415 61 53
> 
> www.altran.es
> 
> Antes de imprimir este mensaje, aseg?rate de que es necesario. Proteger
> el medio ambiente est? tambi?n en tu mano.
> 
> En cumplimiento de la Ley Org?nica 15/1999, con fecha 13 de diciembre,
> de Protecci?n de Datos de Car?cter Personal, y la Ley 34/2002, con fecha
> 11 de julio, de Servicios de la Sociedad de la Informaci?n y de comercio
> electr?nico, le comunicamos que su direcci?n de correo electr?nico forma
> parte de un fichero del que es responsable Altran Espa?a, y que
> garantiza la confidencialidad y seguridad de sus datos. Tiene usted
> derecho al acceso, rectificaci?n y cancelaci?n de sus datos en los
> t?rminos establecidos en la Ley Org?nica 15/1999 de Protecci?n de Datos
> de Car?cter Personal y dem?s normativa concordante, dirigi?ndose a
> nuestra direcci?n anteriormente se?alada o por medio de correo
> electr?nico: comunicacion at altran.es <mailto:comunicacion at altran.es>.
> 
> AVISO LEGAL: Este mensaje, junto con cualquier fichero adjunto, est?
> dirigido a su destinatario y es confidencial. Cualquier distribuci?n,
> uso o reproducci?n sin consentimiento del remitente est? estrictamente
> prohibido. Si ha recibido este mensaje por error, por favor proceda a
> ponerlo en conocimiento del remitente por e-mail y a borrarlo de su
> sistema sin realizar copias.
> 
> 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 Jul  1 10:37:15 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 1 Jul 2010 10:37:15 -0400
Subject: [rt-users] RTFM issue.
In-Reply-To: <C04C91F114EEFC4FBC8D74033F1D859A0B1D2A97@imcmail2.imcwi.com>
References: <C04C91F114EEFC4FBC8D74033F1D859A0B1D2A97@imcmail2.imcwi.com>
Message-ID: <20100701143715.GB983@jibsheet.com>

On Tue, Jun 29, 2010 at 04:10:01PM -0500, Mark Jenks wrote:
>    I have RTFM 2.4.2 installed and seems to be mostly working correctly.  But I can't finish
>    setting it up to see.
> 
>    I don't have a place to put comments into the FAQ, so the notes that I found was to create a
>    custom field.
> 
>    I have a Custom field called "Body", Fill in one text area, applies to RTFM, and group rights
>    are all set up.
> 
>    When I click on the "Applies to" and get the error:
> 
>    could not find component for path '/Elements/RT__FM__ClassCollection/ColumnMap'

Hi

I've bounced your bug report to rtfm-bugs

It looks like an incompatibility crept in with the new Admin Format
changes in 3.8.8

-kevin
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From falcone at bestpractical.com  Thu Jul  1 12:54:40 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 1 Jul 2010 12:54:40 -0400
Subject: [rt-users] webmux.pl error - Apache won't start
In-Reply-To: <4C2B5942.4060604@mococo.nl>
References: <16080B6460E00C4A881395258161C50402FB1F78DA@mail.bccmh.net>
	<4C2B5942.4060604@mococo.nl>
Message-ID: <20100701165440.GD983@jibsheet.com>

On Wed, Jun 30, 2010 at 04:48:34PM +0200, Joop van de Wege wrote:
> This one is simpler might help since it doesn't include the problem
> module. Further do you have the latest of Apache::DBI installed? If
> my memory is correct I had problems that make testdeps didn't detect
> if I had it installed. Had to do that by hand.

I believe RT is only going to check for Apache::DBI if you said
--with-web-handler=modperl2.  Otherwise it assumes you're using
fastcgi

-kevin
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From ruz at bestpractical.com  Thu Jul  1 16:51:53 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 2 Jul 2010 00:51:53 +0400
Subject: [rt-users] Going crazy with RT 3.8 and Timezones for Display
	Dates
In-Reply-To: <AANLkTilAIzKl3vSmgQ4qYJ2ydFxv-g8X-dhUzy5JBgY4@mail.gmail.com>
References: <AANLkTikQOJBiMJDUAsNhDRJ3I8gDnDNxibDZa0995ICn@mail.gmail.com>
	<4C2C56AD.5090508@netcologne.de>
	<AANLkTilAIzKl3vSmgQ4qYJ2ydFxv-g8X-dhUzy5JBgY4@mail.gmail.com>
Message-ID: <AANLkTilp3qDT81cIE5MeHSBs2oJrLxa8NUukFXzFN7xz@mail.gmail.com>

Hi.
I think you want to construct date object using user who set those cfs and
use timezone user. SetDue method has no diff between 3.6 and 3.8, it takes
ISO in utc.

01.07.2010 16:11 ???????????? "Torsten Brumm" <torsten.brumm at googlemail.com>
???????:

Hi Chris,
this i already tried. The problem is more that the timezone offset is only
for display, not for calculation used (so far i figured already) and i have
really no idea how to fix it. one possible way could be:

1. If a user is entering this fields, check the users timezone and use the
offset to work with the utc values...

i will play around a little more...

Torsten

2010/7/1 Christian Loos <cloos at netcologne.de>


>
> Hi Torsten,
>
> try this:
>
> my $DUEDATE = $self->TicketObj->FirstCustomFieldValue('Date');
> ...




-- 
MFG

Torsten Brumm

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


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
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From kfcrocker at lbl.gov  Thu Jul  1 18:13:41 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 1 Jul 2010 15:13:41 -0700
Subject: [rt-users] Do not understand how RTAddress works
Message-ID: <AANLkTimd-meXVEuxn49lyuFnhm-ZVZwPluYcbD5IZLRE@mail.gmail.com>

To list,

I have a couple questions about how ?    ? works. When I read about it in
RT_Config.pm I do not get a clear understanding of what addresses it is
talking about.

C<$RTAddressRegexp> is used to make sure RT doesn't add itself as a ticket
CC if
the setting above is enabled.  It is important that you set this to a
regular expression that matches all addresses used by your RT.  This lets RT
avoid sending mail to itself.  It will also hide RT addresses from the list
of
"One-time Cc" and Bcc lists on ticket reply.

Set($RTAddressRegexp , undef);

I don't really understand what addresses it is talking about. I have 157
Queue addresses, each with a different address. Do I have to list all those?
What about the email address for the users? I'm not real quick on how the
email/address works in terms of this setup,

Can someone offer an explanation that is a little more clear?

Thanks.

Kenn
LBNL
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From gustl at quantec.de  Fri Jul  2 02:26:10 2010
From: gustl at quantec.de (Bernhard 'Gustl' Bauer)
Date: Fri, 02 Jul 2010 08:26:10 +0200
Subject: [rt-users] segfault in libc after 'PerlRequire
	/opt/rt3/bin/webmux.pl'
Message-ID: <4C2D8682.6090807@quantec.de>

Hi,

I installed RT on opensuse 11.2. 'make testdeps' reports no errors.

When I start apache it crashes and  I get this line:
segfault at ba318ce4 ip b76a9878 sp bfe995e4 error 4 in libc-2.10.1.so

When I remove 'PerlRequire ...' and '<Location /rt/> ... </Location>' 
from vhost.conf I can start apache.

Any idea what's wrong or how I can get more infos about this?

TIA

Gustl


From ruz at bestpractical.com  Fri Jul  2 09:12:46 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 2 Jul 2010 17:12:46 +0400
Subject: [rt-users] Do not understand how RTAddress works
In-Reply-To: <AANLkTimd-meXVEuxn49lyuFnhm-ZVZwPluYcbD5IZLRE@mail.gmail.com>
References: <AANLkTimd-meXVEuxn49lyuFnhm-ZVZwPluYcbD5IZLRE@mail.gmail.com>
Message-ID: <AANLkTinHOYhazHFNScgWB-pzyQCjHtokBZM6nWA75fRO@mail.gmail.com>

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

02.07.2010 2:14 ???????????? "Kenneth Crocker" <kfcrocker at lbl.gov> ???????:

To list,

I have a couple questions about how ?    ? works. When I read about it in
RT_Config.pm I do not get a clear understanding of what addresses it is
talking about.

C<$RTAddressRegexp> is used to make sure RT doesn't add itself as a ticket
CC if
the setting above is enabled.  It is important that you set this to a
regular expression that matches all addresses used by your RT.  This lets RT
avoid sending mail to itself.  It will also hide RT addresses from the list
of
"One-time Cc" and Bcc lists on ticket reply.

Set($RTAddressRegexp , undef);

I don't really understand what addresses it is talking about. I have 157
Queue addresses, each with a different address. Do I have to list all those?
What about the email address for the users? I'm not real quick on how the
email/address works in terms of this setup,

Can someone offer an explanation that is a little more clear?

Thanks.

Kenn
LBNL


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
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From ruz at bestpractical.com  Fri Jul  2 11:11:59 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 2 Jul 2010 19:11:59 +0400
Subject: [rt-users] segfault in libc after 'PerlRequire
	/opt/rt3/bin/webmux.pl'
In-Reply-To: <AANLkTineWSIUmzQZsb5l8YJsYA0aN51fkxtJBDC5bZRi@mail.gmail.com>
References: <4C2D8682.6090807@quantec.de>
	<AANLkTineWSIUmzQZsb5l8YJsYA0aN51fkxtJBDC5bZRi@mail.gmail.com>
Message-ID: <AANLkTimtIkIiBA14WZZj4gOL9VW38TqP5xNFf6AKzt5Z@mail.gmail.com>

Hi.

I suspect it's mod_perl segfaulting. Run httpd under gdb and with -X flag
and -f /path/to/config. This will allow you to get backtrace.

As workaround you can try fastcgi.

02.07.2010 10:43 ???????????? "Bernhard &apos;Gustl&apos; Bauer" <
gustl at quantec.de> ???????:

Hi,

I installed RT on opensuse 11.2. 'make testdeps' reports no errors.

When I start apache it crashes and  I get this line:
segfault at ba318ce4 ip b76a9878 sp bfe995e4 error 4 in libc-2.10.1.so

When I remove 'PerlRequire ...' and '<Location /rt/> ... </Location>' from
vhost.conf I can start apache.

Any idea what's wrong or how I can get more infos about this?

TIA

Gustl

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
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From hdawood at peer1.com  Fri Jul  2 14:04:22 2010
From: hdawood at peer1.com (Hussam Dawood)
Date: Fri, 02 Jul 2010 13:04:22 -0500
Subject: [rt-users] Understanding behavior of Ticket->SetOwner()
In-Reply-To: <20100625133108.GL23529@aart.is.rice.edu>
References: <4C24AD73.7090806@peer1.com>
	<20100625133108.GL23529@aart.is.rice.edu>
Message-ID: <4C2E2A26.8030205@peer1.com>

On 06/25/2010 08:31 AM, Kenneth Marshall wrote:
> On Fri, Jun 25, 2010 at 08:21:55AM -0500, Hussam Dawood wrote:
>> We are running a mod_perl2 (2.0.4) REST application (using apache 2.2.9)
>> that handles various ticket operations for us using RT (rt-3.6.7 backed by
>> MySQL 5.0.51a). These operations include creating tickets, setting owners,
>> setting states, changing queues etc. The front-end to all of this is a
>> simple web-form that allows for the above actions to take place as well as
>> injecting some custom fields when creating the tickets.
>>
>> We are having an issue with the SetOwner() portion of the ticket object,
>> where sometimes if someone changes the ticket owner to someone else or
>> 'Nobody' and immediately queries the ticket again, the old owner is
>> returned.  We are sure the SetOwner() action is not failing since querying
>> the database immediately after the action shows the new OwnerId and no
>> error code is returned from SetOwner() as well.
>>
>> We thought at first that our SearchBuilder package (SearchBuilder 1.54) may
>> be the culprit here, however, setting the 'cache_for_sec' key under sub
>> _CacheConfig {} from the default '5' seconds to '0' or '1' did not prove
>> useful. We also tried the following settings under RT_SiteConfig.pm which
>> did not resolve our issue either:
>>
>> H. Dawood
>
> I am not certain why a work-flow would first set the owner of a ticket
> and then immediately try to get the owner using a query even though
> the owner change completed without an error. I think you are running
> into a whole host of caching effects that keep the whole application

You were right. Caching did turn out to be the problem. We tried 
SearchBuilder 1.56 just out of curiosity and that did not help. Finally, 
with the help of a colleague, we went back to modifying _CacheConfig() 
and tried setting the cache_for_sec key in 
/usr/share/request-tracker3.6/lib/RT/Record.pm to:

   cache_for_sec => -1

apparently 0 and -1 have a totally different meaning. I could not find 
any documentation on this and we are continuously looking to see what 
the difference is. However, testing for at least a couple of hours 
constantly taking/untaking tickets and reading the Owner always returns 
the correct value.

Hopefully this saves someone else the trouble as well. One previous post 
in the RT-Users mailing list that gave us a few hints follows:

   http://www.gossamer-threads.com/lists/rt/users/37978

We experimented a bit and decided to not override the Record.pm file 
globally (so as to leave RT's code pristine), and instead chose to 
override the _CacheConfig subroutine in our startup.pl file for mod_perl:

   BEGIN {
     use RT;
     use RT::Ticket;

     *RT::Ticket::_CacheConfig = sub {
         {
             cache_p => 1,
             cache_for_sec => -1
         }
     };

   }

> from being totally DB limited. Caching is a huge win in most cases and
> user education may be a better way of handling this issue than turning
> off or disabling the caching. Maybe someone else will have some other
> ideas.
>
> Cheers,
> Ken

H. Dawood


From manohar.r at glowtouch.com  Fri Jul  2 13:48:32 2010
From: manohar.r at glowtouch.com (H Manohar Rayker)
Date: Fri, 2 Jul 2010 23:18:32 +0530
Subject: [rt-users] DB restoration - problem.
Message-ID: <EE87487F40F644308B1C9A5E4C64CF65@CPU445>

Hello RT geeks,

 

When I try to restore the RT DB backup it only executes the table drop and
create commands but the data's for the tables aren't restored. I tried
opening the file to look over contents and I find all the table data
present. What could be the problem?

 

I am using RT 3.8.4, Centos 5.2, MySQL 5.0.45..

 

Thanks

Manohar

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From ktm at rice.edu  Fri Jul  2 14:23:38 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Fri, 2 Jul 2010 13:23:38 -0500
Subject: [rt-users] Understanding behavior of Ticket->SetOwner()
In-Reply-To: <4C2E2A26.8030205@peer1.com>
References: <4C24AD73.7090806@peer1.com>
	<20100625133108.GL23529@aart.is.rice.edu>
	<4C2E2A26.8030205@peer1.com>
Message-ID: <20100702182338.GF341@aart.is.rice.edu>

On Fri, Jul 02, 2010 at 01:04:22PM -0500, Hussam Dawood wrote:
> On 06/25/2010 08:31 AM, Kenneth Marshall wrote:
>> On Fri, Jun 25, 2010 at 08:21:55AM -0500, Hussam Dawood wrote:
>>> We are running a mod_perl2 (2.0.4) REST application (using apache 2.2.9)
>>> that handles various ticket operations for us using RT (rt-3.6.7 backed 
>>> by
>>> MySQL 5.0.51a). These operations include creating tickets, setting 
>>> owners,
>>> setting states, changing queues etc. The front-end to all of this is a
>>> simple web-form that allows for the above actions to take place as well 
>>> as
>>> injecting some custom fields when creating the tickets.
>>>
>>> We are having an issue with the SetOwner() portion of the ticket object,
>>> where sometimes if someone changes the ticket owner to someone else or
>>> 'Nobody' and immediately queries the ticket again, the old owner is
>>> returned.  We are sure the SetOwner() action is not failing since 
>>> querying
>>> the database immediately after the action shows the new OwnerId and no
>>> error code is returned from SetOwner() as well.
>>>
>>> We thought at first that our SearchBuilder package (SearchBuilder 1.54) 
>>> may
>>> be the culprit here, however, setting the 'cache_for_sec' key under sub
>>> _CacheConfig {} from the default '5' seconds to '0' or '1' did not prove
>>> useful. We also tried the following settings under RT_SiteConfig.pm which
>>> did not resolve our issue either:
>>>
>>> H. Dawood
>>
>> I am not certain why a work-flow would first set the owner of a ticket
>> and then immediately try to get the owner using a query even though
>> the owner change completed without an error. I think you are running
>> into a whole host of caching effects that keep the whole application
>
> You were right. Caching did turn out to be the problem. We tried 
> SearchBuilder 1.56 just out of curiosity and that did not help. Finally, 
> with the help of a colleague, we went back to modifying _CacheConfig() and 
> tried setting the cache_for_sec key in 
> /usr/share/request-tracker3.6/lib/RT/Record.pm to:
>
>   cache_for_sec => -1
>
> apparently 0 and -1 have a totally different meaning. I could not find any 
> documentation on this and we are continuously looking to see what the 
> difference is. However, testing for at least a couple of hours constantly 
> taking/untaking tickets and reading the Owner always returns the correct 
> value.
>
> Hopefully this saves someone else the trouble as well. One previous post in 
> the RT-Users mailing list that gave us a few hints follows:
>
>   http://www.gossamer-threads.com/lists/rt/users/37978
>
> We experimented a bit and decided to not override the Record.pm file 
> globally (so as to leave RT's code pristine), and instead chose to override 
> the _CacheConfig subroutine in our startup.pl file for mod_perl:
>
>   BEGIN {
>     use RT;
>     use RT::Ticket;
>
>     *RT::Ticket::_CacheConfig = sub {
>         {
>             cache_p => 1,
>             cache_for_sec => -1
>         }
>     };
>
>   }
>
>> from being totally DB limited. Caching is a huge win in most cases and
>> user education may be a better way of handling this issue than turning
>> off or disabling the caching. Maybe someone else will have some other
>> ideas.
>>
>> Cheers,
>> Ken
>
> H. Dawood
>

Thank you for the follow-up. I took a quick look at the Cacheable
module in SearchBuilder. I had a function called FlushCache() with
the obvious definition. Maybe you could call it after setting the
Owner and avoid the need for disabling the caching completely.

Cheers,
Ken


From hdawood at peer1.com  Fri Jul  2 16:21:09 2010
From: hdawood at peer1.com (Hussam Dawood)
Date: Fri, 02 Jul 2010 15:21:09 -0500
Subject: [rt-users] Understanding behavior of Ticket->SetOwner()
In-Reply-To: <20100702182338.GF341@aart.is.rice.edu>
References: <4C24AD73.7090806@peer1.com>
	<20100625133108.GL23529@aart.is.rice.edu>
	<4C2E2A26.8030205@peer1.com>
	<20100702182338.GF341@aart.is.rice.edu>
Message-ID: <4C2E4A35.3050402@peer1.com>

On 07/02/2010 01:23 PM, Kenneth Marshall wrote:
> On Fri, Jul 02, 2010 at 01:04:22PM -0500, Hussam Dawood wrote:
>> On 06/25/2010 08:31 AM, Kenneth Marshall wrote:
>>> On Fri, Jun 25, 2010 at 08:21:55AM -0500, Hussam Dawood wrote:
>>> I am not certain why a work-flow would first set the owner of a ticket
>>> and then immediately try to get the owner using a query even though
>>> the owner change completed without an error. I think you are running
>>> into a whole host of caching effects that keep the whole application
>>
>> You were right. Caching did turn out to be the problem. We tried
>> SearchBuilder 1.56 just out of curiosity and that did not help. Finally,
>> with the help of a colleague, we went back to modifying _CacheConfig() and
>> tried setting the cache_for_sec key in
>> /usr/share/request-tracker3.6/lib/RT/Record.pm to:
>>
>>    cache_for_sec =>  -1
>>
>> apparently 0 and -1 have a totally different meaning. I could not find any
>> documentation on this and we are continuously looking to see what the
>> difference is. However, testing for at least a couple of hours constantly
>> taking/untaking tickets and reading the Owner always returns the correct
>> value.
>>
>> Hopefully this saves someone else the trouble as well. One previous post in
>> the RT-Users mailing list that gave us a few hints follows:
>>
>>    http://www.gossamer-threads.com/lists/rt/users/37978
>>
>> We experimented a bit and decided to not override the Record.pm file
>> globally (so as to leave RT's code pristine), and instead chose to override
>> the _CacheConfig subroutine in our startup.pl file for mod_perl:
>>
>>    BEGIN {
>>      use RT;
>>      use RT::Ticket;
>>
>>      *RT::Ticket::_CacheConfig = sub {
>>          {
>>              cache_p =>  1,
>>              cache_for_sec =>  -1
>>          }
>>      };
>>
>>    }
>>
>>> from being totally DB limited. Caching is a huge win in most cases and
>>> user education may be a better way of handling this issue than turning
>>> off or disabling the caching. Maybe someone else will have some other
>>> ideas.
>>>
>>> Cheers,
>>> Ken
>>
>> H. Dawood
>
> Thank you for the follow-up. I took a quick look at the Cacheable
> module in SearchBuilder. I had a function called FlushCache() with
> the obvious definition. Maybe you could call it after setting the
> Owner and avoid the need for disabling the caching completely.
>
> Cheers,
> Ken

I just tried the above on the $ticket object responsible for SetOwner(), 
however, within just 2 tries I was able to replicate the issue.

I checked to make sure I'm calling FlushCache() on the right object as 
well. It seems like RT::Ticket is extending RT::Record which extends 
DBIx::SearchBuilder::Record::Cacheable so I am assuming what I did was 
correct, however if not, would you kindly correct me please?

The $ticket object is instantiated as:
   my $current_user = RT::CurrentUser->new();
   $current_user->LoadByName('ticket_user');
   my $ticket = new RT::Ticket( $current_user );

H. Dawood


From jmaderios at kpu.net  Fri Jul  2 16:20:29 2010
From: jmaderios at kpu.net (Jason Maderios)
Date: Fri, 2 Jul 2010 12:20:29 -0800
Subject: [rt-users] Scrip to attach a file to the ticket.
Message-ID: <B731E29169A0461E84F3A21CFE32397C@jasonxps>

Anyone have an example of how to add an attachment to a ticket via a scrip?

The file is on the local file system to RT.

The use is to attach a PDF letter to the ticket in certain circumstances.  Another use is to attach a circuit design drawing...

tia-

Jason Maderios
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From christopher.ravnborg at gmail.com  Fri Jul  2 16:54:19 2010
From: christopher.ravnborg at gmail.com (Christopher Ravnborg)
Date: Fri, 2 Jul 2010 22:54:19 +0200
Subject: [rt-users] "one-time cc" on resolve
Message-ID: <AANLkTiks_m4Kf3vmuJ8-SGRKv_XZkMn_tjOaSAkRcA_p@mail.gmail.com>

Hi,

I'm trying resolve tickets with added one-time CC's.
Using a custom scrip with following:

Description: name of scrip
Condition: On Resolve
Action: Notify Other Reciepients
Template: templatename
Stage: Transaction Create

If i set a cc in the people tab, they will get an email using the custom
scrip.
If i set a one-time cc - they will not get this email.

Using 3.8.2.

What am i missing ?

/Christopher
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From ruz at bestpractical.com  Fri Jul  2 21:46:41 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 3 Jul 2010 05:46:41 +0400
Subject: [rt-users] "one-time cc" on resolve
In-Reply-To: <AANLkTiks_m4Kf3vmuJ8-SGRKv_XZkMn_tjOaSAkRcA_p@mail.gmail.com>
References: <AANLkTiks_m4Kf3vmuJ8-SGRKv_XZkMn_tjOaSAkRcA_p@mail.gmail.com>
Message-ID: <AANLkTiliw78A0ZUczG1wpW9etN9swAFXGznKVSw8L7vI@mail.gmail.com>

Hi.

"On resolve" is when status changed, but one time ccs are tied to comment
transaction. As far as I understand you need condition "on comment that is
in the same batch as resolve action". There is no such in rt by default, but
I think there is an example on the wiki.

03.07.2010 0:54 ???????????? "Christopher Ravnborg" <
christopher.ravnborg at gmail.com> ???????:

Hi,

I'm trying resolve tickets with added one-time CC's.
Using a custom scrip with following:

Description: name of scrip
Condition: On Resolve
Action: Notify Other Reciepients
Template: templatename
Stage: Transaction Create

If i set a cc in the people tab, they will get an email using the custom
scrip.
If i set a one-time cc - they will not get this email.

Using 3.8.2.

What am i missing ?

/Christopher


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
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From ruz at bestpractical.com  Fri Jul  2 21:54:59 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 3 Jul 2010 05:54:59 +0400
Subject: [rt-users] Scrip to attach a file to the ticket.
In-Reply-To: <B731E29169A0461E84F3A21CFE32397C@jasonxps>
References: <B731E29169A0461E84F3A21CFE32397C@jasonxps>
Message-ID: <AANLkTinccWQy0rttgGQb4w1x-6I8_V9suls5JV-7GfBQ@mail.gmail.com>

Hi.

Attachments are tied to transactions, so you have to create one anyway,
start looking from Comment method on RT::Ticket.

03.07.2010 0:21 ???????????? "Jason Maderios" <jmaderios at kpu.net> ???????:

 Anyone have an example of how to add an attachment to a ticket via a scrip?

The file is on the local file system to RT.

The use is to attach a PDF letter to the ticket in certain circumstances.
Another use is to attach a circuit design drawing...

tia-

Jason Maderios



Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
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From Horst.Kriegers at loro.ch  Mon Jul  5 02:58:24 2010
From: Horst.Kriegers at loro.ch (Horst Kriegers)
Date: Mon, 05 Jul 2010 08:58:24 +0200
Subject: [rt-users] =?utf-8?q?R=C3=A9p=2E_=3A_Re=3A__Query_Builder_froze?=
In-Reply-To: <AANLkTil4VsjkOo6hvPzMb24eWqlgZiVhKi3F9gmf4v4q@mail.gmail.com>
References: <4C2B7185.7061.0039.1@loro.ch>
	<AANLkTil4VsjkOo6hvPzMb24eWqlgZiVhKi3F9gmf4v4q@mail.gmail.com>
Message-ID: <4C319EAF.7061.0039.1@loro.ch>

Hi and tanks Kenn for your answer.
 
 
RT_Config : Identical (not modified)
 
RT_SiteConfig - Differences are minimal : 
- $rtname
- $DatabasePort
- $DatabaseUser
- $DatabaseName
- $ParseNewMessageForTicketCcs
- $LogToFileNamed
- $WebPort
 
And log files contains nothings special
 
 
This behavior seem to appear by inserting Custom Fields in the query.
 
 
 
Any idea where can I investigate to resolve this problem ?
 
 
Horst

>>> Le Mercredi, 30. Juin 2010 ?  16:53, Kenneth Crocker
<kfcrocker at lbl.gov> a ?crit :
Horst,

What are the differences in you RT_Config and RT_SiteConfig.pm files?

Kenn
LBNL

On Wed, Jun 30, 2010 at 7:32 AM, Horst Kriegers
<Horst.Kriegers at loro.ch> wrote:


Hi,
Suze Linux 2.6.16
RT 3.6.6
Apache 2.2.6
MySQL 5.1.45
We have 2 instances of RT:
- DEV for development
- PRD for production
A query created in RT's Query Builder on the DEV environment works
fine.
By creating the same query on the PRD environment froze until timeout
appear.
I've tried to connect the RT DEV to MySQL PRD, all works fine.
I've tried to connect the RT PRD to MySQL DEV, it froze.
I've tried to compare the both RT's directory content, all seems to be
identical.
How can I solve this probl?m ?
Many thanks in advance.
Horst


_______________________________________________________________________

Le contenu de ce courriel est uniquement r?serv? ? la personne ou
l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire
pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent
courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel,
de le distribuer ou de l'utiliser de quelque mani?re que ce soit. 
_______________________________________________________________________

The content of this e-mail is intended only and solely for the use of
the named recipient or organisation. If you are not the named recipient,
please inform us immediately and delete the present e-mail. In this
case, you are nor allowed to copy, distribute or use this e-mail in any
way. 
_______________________________________________________________________



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



___________________________________________________________
Le contenu de ce courriel est uniquement r?serv? ? la personne ou 
l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire
pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent
courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel,
de le distribuer ou de l'utiliser de quelque mani?re que ce soit.

The content of this e-mail is intended only and solely for the use 
of the named recipient or organisation. If you are not the named 
recipient, please inform us immediately and delete the present e-mail. 
In this case, you are nor allowed to copy, distribute or use this 
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From Horst.Kriegers at loro.ch  Mon Jul  5 05:20:42 2010
From: Horst.Kriegers at loro.ch (Horst Kriegers)
Date: Mon, 05 Jul 2010 11:20:42 +0200
Subject: [rt-users] =?utf-8?q?_R=C3=A9p=2E_=3A_Re=3A__Query_Builder_froze?=
In-Reply-To: <4C319EAF.7061.0039.1@loro.ch>
References: <4C2B7185.7061.0039.1@loro.ch>
	<AANLkTil4VsjkOo6hvPzMb24eWqlgZiVhKi3F9gmf4v4q@mail.gmail.com>
	<4C319EAF.7061.0039.1@loro.ch>
Message-ID: <4C31C00A.7061.0039.1@loro.ch>

I've tried in CLI mode and have no problem.
The execution of request is quick.
 
Horst

>>> Le Lundi, 5. Juillet 2010 ?  08:58, "Horst Kriegers"
<Horst.Kriegers at loro.ch> a ?crit :
Hi and tanks Kenn for your answer.
 
 
RT_Config : Identical (not modified)
 
RT_SiteConfig - Differences are minimal : 
- $rtname
- $DatabasePort
- $DatabaseUser
- $DatabaseName
- $ParseNewMessageForTicketCcs
- $LogToFileNamed
- $WebPort
 
And log files contains nothings special
 
 
This behavior seem to appear by inserting Custom Fields in the query.
 
 
 
Any idea where can I investigate to resolve this problem ?
 
 
Horst

>>> Le Mercredi, 30. Juin 2010 ?  16:53, Kenneth Crocker
<kfcrocker at lbl.gov> a ?crit :
Horst,

What are the differences in you RT_Config and RT_SiteConfig.pm files?

Kenn
LBNL

On Wed, Jun 30, 2010 at 7:32 AM, Horst Kriegers
<Horst.Kriegers at loro.ch> wrote:


Hi,
Suze Linux 2.6.16
RT 3.6.6
Apache 2.2.6
MySQL 5.1.45
We have 2 instances of RT:
- DEV for development
- PRD for production
A query created in RT's Query Builder on the DEV environment works
fine.
By creating the same query on the PRD environment froze until timeout
appear.
I've tried to connect the RT DEV to MySQL PRD, all works fine.
I've tried to connect the RT PRD to MySQL DEV, it froze.
I've tried to compare the both RT's directory content, all seems to be
identical.
How can I solve this probl?m ?
Many thanks in advance.
Horst


_______________________________________________________________________

Le contenu de ce courriel est uniquement r?serv? ? la personne ou
l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire
pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent
courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel,
de le distribuer ou de l'utiliser de quelque mani?re que ce soit. 
_______________________________________________________________________

The content of this e-mail is intended only and solely for the use of
the named recipient or organisation. If you are not the named recipient,
please inform us immediately and delete the present e-mail. In this
case, you are nor allowed to copy, distribute or use this e-mail in any
way. 
_______________________________________________________________________



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




_______________________________________________________________________

Le contenu de ce courriel est uniquement r?serv? ? la personne ou
l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire
pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent
courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel,
de le distribuer ou de l'utiliser de quelque mani?re que ce soit. 
_______________________________________________________________________

The content of this e-mail is intended only and solely for the use of
the named recipient or organisation. If you are not the named recipient,
please inform us immediately and delete the present e-mail. In this
case, you are nor allowed to copy, distribute or use this e-mail in any
way. 
_______________________________________________________________________


___________________________________________________________
Le contenu de ce courriel est uniquement r?serv? ? la personne ou 
l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire
pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent
courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel,
de le distribuer ou de l'utiliser de quelque mani?re que ce soit.

The content of this e-mail is intended only and solely for the use 
of the named recipient or organisation. If you are not the named 
recipient, please inform us immediately and delete the present e-mail. 
In this case, you are nor allowed to copy, distribute or use this 
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From ktm at rice.edu  Tue Jul  6 08:57:59 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Tue, 6 Jul 2010 07:57:59 -0500
Subject: [rt-users] R??p. : Re:  Query Builder froze
In-Reply-To: <4C31C00A.7061.0039.1@loro.ch>
References: <4C2B7185.7061.0039.1@loro.ch>
	<AANLkTil4VsjkOo6hvPzMb24eWqlgZiVhKi3F9gmf4v4q@mail.gmail.com>
	<4C319EAF.7061.0039.1@loro.ch> <4C31C00A.7061.0039.1@loro.ch>
Message-ID: <20100706125759.GH341@aart.is.rice.edu>

Hi Horst,

Is the query hitting the DB the same with the CLI versus
QueryBuilder? Maybe you are hitting a resource limit when
the request goes through the web server. Try checking the
system and web server logs to see if there is any more
information. If it is not generating the same query, then
that will give you a place to look for a problem. Good
luck. At least, there is a good consulting group available
should you need some expert assistance.

Regards,
Ken

On Mon, Jul 05, 2010 at 11:20:42AM +0200, Horst Kriegers wrote:
> I've tried in CLI mode and have no problem.
> The execution of request is quick.
>  
> Horst
> 
> >>> Le Lundi, 5. Juillet 2010 ??  08:58, "Horst Kriegers"
> <Horst.Kriegers at loro.ch> a ??crit :
> Hi and tanks Kenn for your answer.
>  
>  
> RT_Config : Identical (not modified)
>  
> RT_SiteConfig - Differences are minimal : 
> - $rtname
> - $DatabasePort
> - $DatabaseUser
> - $DatabaseName
> - $ParseNewMessageForTicketCcs
> - $LogToFileNamed
> - $WebPort
>  
> And log files contains nothings special
>  
>  
> This behavior seem to appear by inserting Custom Fields in the query.
>  
>  
>  
> Any idea where can I investigate to resolve this problem ?
>  
>  
> Horst
> 
> >>> Le Mercredi, 30. Juin 2010 ??  16:53, Kenneth Crocker
> <kfcrocker at lbl.gov> a ??crit :
> Horst,
> 
> What are the differences in you RT_Config and RT_SiteConfig.pm files?
> 
> Kenn
> LBNL
> 
> On Wed, Jun 30, 2010 at 7:32 AM, Horst Kriegers
> <Horst.Kriegers at loro.ch> wrote:
> 
> 
> Hi,
> Suze Linux 2.6.16
> RT 3.6.6
> Apache 2.2.6
> MySQL 5.1.45
> We have 2 instances of RT:
> - DEV for development
> - PRD for production
> A query created in RT's Query Builder on the DEV environment works
> fine.
> By creating the same query on the PRD environment froze until timeout
> appear.
> I've tried to connect the RT DEV to MySQL PRD, all works fine.
> I've tried to connect the RT PRD to MySQL DEV, it froze.
> I've tried to compare the both RT's directory content, all seems to be
> identical.
> How can I solve this probl??m ?
> Many thanks in advance.
> Horst
> 
> 
> _______________________________________________________________________
> 
> Le contenu de ce courriel est uniquement r??serv?? ?? la personne ou
> l'organisme ?? qui il est destin??. Si vous n'??tes pas le destinataire
> pr??vu, veuillez nous en informer au plus vite et d??truire le pr??sent
> courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel,
> de le distribuer ou de l'utiliser de quelque mani??re que ce soit. 
> _______________________________________________________________________
> 
> The content of this e-mail is intended only and solely for the use of
> the named recipient or organisation. If you are not the named recipient,
> please inform us immediately and delete the present e-mail. In this
> case, you are nor allowed to copy, distribute or use this e-mail in any
> way. 
> _______________________________________________________________________
> 
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com 
> 
> 
> 
> 
> _______________________________________________________________________
> 
> Le contenu de ce courriel est uniquement r??serv?? ?? la personne ou
> l'organisme ?? qui il est destin??. Si vous n'??tes pas le destinataire
> pr??vu, veuillez nous en informer au plus vite et d??truire le pr??sent
> courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel,
> de le distribuer ou de l'utiliser de quelque mani??re que ce soit. 
> _______________________________________________________________________
> 
> The content of this e-mail is intended only and solely for the use of
> the named recipient or organisation. If you are not the named recipient,
> please inform us immediately and delete the present e-mail. In this
> case, you are nor allowed to copy, distribute or use this e-mail in any
> way. 
> _______________________________________________________________________
> 
> 
> ___________________________________________________________
> Le contenu de ce courriel est uniquement r??serv?? ?? la personne ou 
> l'organisme ?? qui il est destin??. Si vous n'??tes pas le destinataire
> pr??vu, veuillez nous en informer au plus vite et d??truire le pr??sent
> courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel,
> de le distribuer ou de l'utiliser de quelque mani??re que ce soit.
> 
> The content of this e-mail is intended only and solely for the use 
> of the named recipient or organisation. If you are not the named 
> recipient, please inform us immediately and delete the present e-mail. 
> In this case, you are nor allowed to copy, distribute or use this 
> e-mail in any way.
> ___________________________________________________________

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


From Horst.Kriegers at loro.ch  Tue Jul  6 09:21:05 2010
From: Horst.Kriegers at loro.ch (Horst Kriegers)
Date: Tue, 06 Jul 2010 15:21:05 +0200
Subject: [rt-users] =?utf-8?b?UsOpcC4gOiBSZTogICBSPz9wLiA6IFJlOiAgUXVlcnkg?=
 =?utf-8?q?Builder_froze?=
In-Reply-To: <20100706125759.GH341@aart.is.rice.edu>
References: <4C2B7185.7061.0039.1@loro.ch>
	<AANLkTil4VsjkOo6hvPzMb24eWqlgZiVhKi3F9gmf4v4q@mail.gmail.com>
	<4C319EAF.7061.0039.1@loro.ch> <4C31C00A.7061.0039.1@loro.ch>
	<20100706125759.GH341@aart.is.rice.edu>
Message-ID: <4C3349E1.7061.0039.1@loro.ch>

Hi Kenn,
thanks for your answer.
 
How can I see the QueryBuilder's executed query ?
 
Regards,
Horst
 

>>> Le Mardi, 6. Juillet 2010 ?  14:57, Kenneth Marshall <ktm at rice.edu>
a ?crit :
Hi Horst,

Is the query hitting the DB the same with the CLI versus
QueryBuilder? Maybe you are hitting a resource limit when
the request goes through the web server. Try checking the
system and web server logs to see if there is any more
information. If it is not generating the same query, then
that will give you a place to look for a problem. Good
luck. At least, there is a good consulting group available
should you need some expert assistance.

Regards,
Ken

On Mon, Jul 05, 2010 at 11:20:42AM +0200, Horst Kriegers wrote:
> I've tried in CLI mode and have no problem.
> The execution of request is quick.
>  
> Horst
> 
> >>> Le Lundi, 5. Juillet 2010 ??  08:58, "Horst Kriegers"
> <Horst.Kriegers at loro.ch> a ??crit :
> Hi and tanks Kenn for your answer.
>  
>  
> RT_Config : Identical (not modified)
>  
> RT_SiteConfig - Differences are minimal : 
> - $rtname
> - $DatabasePort
> - $DatabaseUser
> - $DatabaseName
> - $ParseNewMessageForTicketCcs
> - $LogToFileNamed
> - $WebPort
>  
> And log files contains nothings special
>  
>  
> This behavior seem to appear by inserting Custom Fields in the
query.
>  
>  
>  
> Any idea where can I investigate to resolve this problem ?
>  
>  
> Horst
> 
> >>> Le Mercredi, 30. Juin 2010 ??  16:53, Kenneth Crocker
> <kfcrocker at lbl.gov> a ??crit :
> Horst,
> 
> What are the differences in you RT_Config and RT_SiteConfig.pm
files?
> 
> Kenn
> LBNL
> 
> On Wed, Jun 30, 2010 at 7:32 AM, Horst Kriegers
> <Horst.Kriegers at loro.ch> wrote:
> 
> 
> Hi,
> Suze Linux 2.6.16
> RT 3.6.6
> Apache 2.2.6
> MySQL 5.1.45
> We have 2 instances of RT:
> - DEV for development
> - PRD for production
> A query created in RT's Query Builder on the DEV environment works
> fine.
> By creating the same query on the PRD environment froze until
timeout
> appear.
> I've tried to connect the RT DEV to MySQL PRD, all works fine.
> I've tried to connect the RT PRD to MySQL DEV, it froze.
> I've tried to compare the both RT's directory content, all seems to
be
> identical.
> How can I solve this probl??m ?
> Many thanks in advance.
> Horst
> 
> 
>
_______________________________________________________________________
> 
> Le contenu de ce courriel est uniquement r??serv?? ?? la personne ou
> l'organisme ?? qui il est destin??. Si vous n'??tes pas le
destinataire
> pr??vu, veuillez nous en informer au plus vite et d??truire le
pr??sent
> courriel. Dans ce cas, il ne vous est pas permis de copier ce
courriel,
> de le distribuer ou de l'utiliser de quelque mani??re que ce soit. 
>
_______________________________________________________________________
> 
> The content of this e-mail is intended only and solely for the use
of
> the named recipient or organisation. If you are not the named
recipient,
> please inform us immediately and delete the present e-mail. In this
> case, you are nor allowed to copy, distribute or use this e-mail in
any
> way. 
>
_______________________________________________________________________
> 
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com 
> 
> 
> 
> 
>
_______________________________________________________________________
> 
> Le contenu de ce courriel est uniquement r??serv?? ?? la personne ou
> l'organisme ?? qui il est destin??. Si vous n'??tes pas le
destinataire
> pr??vu, veuillez nous en informer au plus vite et d??truire le
pr??sent
> courriel. Dans ce cas, il ne vous est pas permis de copier ce
courriel,
> de le distribuer ou de l'utiliser de quelque mani??re que ce soit. 
>
_______________________________________________________________________
> 
> The content of this e-mail is intended only and solely for the use
of
> the named recipient or organisation. If you are not the named
recipient,
> please inform us immediately and delete the present e-mail. In this
> case, you are nor allowed to copy, distribute or use this e-mail in
any
> way. 
>
_______________________________________________________________________
> 
> 
> ___________________________________________________________
> Le contenu de ce courriel est uniquement r??serv?? ?? la personne ou

> l'organisme ?? qui il est destin??. Si vous n'??tes pas le
destinataire
> pr??vu, veuillez nous en informer au plus vite et d??truire le
pr??sent
> courriel. Dans ce cas, il ne vous est pas permis de copier ce
courriel,
> de le distribuer ou de l'utiliser de quelque mani??re que ce soit.
> 
> The content of this e-mail is intended only and solely for the use 
> of the named recipient or organisation. If you are not the named 
> recipient, please inform us immediately and delete the present
e-mail. 
> In this case, you are nor allowed to copy, distribute or use this 
> e-mail in any way.
> ___________________________________________________________

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

___________________________________________________________
Le contenu de ce courriel est uniquement r?serv? ? la personne ou 
l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire
pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent
courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel,
de le distribuer ou de l'utiliser de quelque mani?re que ce soit.

The content of this e-mail is intended only and solely for the use 
of the named recipient or organisation. If you are not the named 
recipient, please inform us immediately and delete the present e-mail. 
In this case, you are nor allowed to copy, distribute or use this 
e-mail in any way.
___________________________________________________________
-------------- next part --------------
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From ktm at rice.edu  Tue Jul  6 09:23:54 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Tue, 6 Jul 2010 08:23:54 -0500
Subject: [rt-users] R??p. : Re:   R??p. : Re:  Query Builder froze
In-Reply-To: <4C3349E1.7061.0039.1@loro.ch>
References: <4C2B7185.7061.0039.1@loro.ch>
	<AANLkTil4VsjkOo6hvPzMb24eWqlgZiVhKi3F9gmf4v4q@mail.gmail.com>
	<4C319EAF.7061.0039.1@loro.ch> <4C31C00A.7061.0039.1@loro.ch>
	<20100706125759.GH341@aart.is.rice.edu>
	<4C3349E1.7061.0039.1@loro.ch>
Message-ID: <20100706132354.GJ341@aart.is.rice.edu>

You will need to turn on query logging for you DB. I think
you just define a file to log to in the my.cnf file. I am
not very familiar with MySQL since we use PostgreSQL as our
backend here. Check the MySQL documentation.

Cheers,
Ken

On Tue, Jul 06, 2010 at 03:21:05PM +0200, Horst Kriegers wrote:
> Hi Kenn,
> thanks for your answer.
>  
> How can I see the QueryBuilder's executed query ?
>  
> Regards,
> Horst
>  
> 
> >>> Le Mardi, 6. Juillet 2010 ??  14:57, Kenneth Marshall <ktm at rice.edu>
> a ??crit :
> Hi Horst,
> 
> Is the query hitting the DB the same with the CLI versus
> QueryBuilder? Maybe you are hitting a resource limit when
> the request goes through the web server. Try checking the
> system and web server logs to see if there is any more
> information. If it is not generating the same query, then
> that will give you a place to look for a problem. Good
> luck. At least, there is a good consulting group available
> should you need some expert assistance.
> 
> Regards,
> Ken
> 
> On Mon, Jul 05, 2010 at 11:20:42AM +0200, Horst Kriegers wrote:
> > I've tried in CLI mode and have no problem.
> > The execution of request is quick.
> >  
> > Horst
> > 
> > >>> Le Lundi, 5. Juillet 2010 ??  08:58, "Horst Kriegers"
> > <Horst.Kriegers at loro.ch> a ??crit :
> > Hi and tanks Kenn for your answer.
> >  
> >  
> > RT_Config : Identical (not modified)
> >  
> > RT_SiteConfig - Differences are minimal : 
> > - $rtname
> > - $DatabasePort
> > - $DatabaseUser
> > - $DatabaseName
> > - $ParseNewMessageForTicketCcs
> > - $LogToFileNamed
> > - $WebPort
> >  
> > And log files contains nothings special
> >  
> >  
> > This behavior seem to appear by inserting Custom Fields in the
> query.
> >  
> >  
> >  
> > Any idea where can I investigate to resolve this problem ?
> >  
> >  
> > Horst
> > 
> > >>> Le Mercredi, 30. Juin 2010 ??  16:53, Kenneth Crocker
> > <kfcrocker at lbl.gov> a ??crit :
> > Horst,
> > 
> > What are the differences in you RT_Config and RT_SiteConfig.pm
> files?
> > 
> > Kenn
> > LBNL
> > 
> > On Wed, Jun 30, 2010 at 7:32 AM, Horst Kriegers
> > <Horst.Kriegers at loro.ch> wrote:
> > 
> > 
> > Hi,
> > Suze Linux 2.6.16
> > RT 3.6.6
> > Apache 2.2.6
> > MySQL 5.1.45
> > We have 2 instances of RT:
> > - DEV for development
> > - PRD for production
> > A query created in RT's Query Builder on the DEV environment works
> > fine.
> > By creating the same query on the PRD environment froze until
> timeout
> > appear.
> > I've tried to connect the RT DEV to MySQL PRD, all works fine.
> > I've tried to connect the RT PRD to MySQL DEV, it froze.
> > I've tried to compare the both RT's directory content, all seems to
> be
> > identical.
> > How can I solve this probl??m ?
> > Many thanks in advance.
> > Horst
> > 
> > 
> >
> _______________________________________________________________________
> > 
> > Le contenu de ce courriel est uniquement r??serv?? ?? la personne ou
> > l'organisme ?? qui il est destin??. Si vous n'??tes pas le
> destinataire
> > pr??vu, veuillez nous en informer au plus vite et d??truire le
> pr??sent
> > courriel. Dans ce cas, il ne vous est pas permis de copier ce
> courriel,
> > de le distribuer ou de l'utiliser de quelque mani??re que ce soit. 
> >
> _______________________________________________________________________
> > 
> > The content of this e-mail is intended only and solely for the use
> of
> > the named recipient or organisation. If you are not the named
> recipient,
> > please inform us immediately and delete the present e-mail. In this
> > case, you are nor allowed to copy, distribute or use this e-mail in
> any
> > way. 
> >
> _______________________________________________________________________
> > 
> > 
> > 
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com 
> > 
> > 
> > 
> > 
> >
> _______________________________________________________________________
> > 
> > Le contenu de ce courriel est uniquement r??serv?? ?? la personne ou
> > l'organisme ?? qui il est destin??. Si vous n'??tes pas le
> destinataire
> > pr??vu, veuillez nous en informer au plus vite et d??truire le
> pr??sent
> > courriel. Dans ce cas, il ne vous est pas permis de copier ce
> courriel,
> > de le distribuer ou de l'utiliser de quelque mani??re que ce soit. 
> >
> _______________________________________________________________________
> > 
> > The content of this e-mail is intended only and solely for the use
> of
> > the named recipient or organisation. If you are not the named
> recipient,
> > please inform us immediately and delete the present e-mail. In this
> > case, you are nor allowed to copy, distribute or use this e-mail in
> any
> > way. 
> >
> _______________________________________________________________________
> > 
> > 
> > ___________________________________________________________
> > Le contenu de ce courriel est uniquement r??serv?? ?? la personne ou
> 
> > l'organisme ?? qui il est destin??. Si vous n'??tes pas le
> destinataire
> > pr??vu, veuillez nous en informer au plus vite et d??truire le
> pr??sent
> > courriel. Dans ce cas, il ne vous est pas permis de copier ce
> courriel,
> > de le distribuer ou de l'utiliser de quelque mani??re que ce soit.
> > 
> > The content of this e-mail is intended only and solely for the use 
> > of the named recipient or organisation. If you are not the named 
> > recipient, please inform us immediately and delete the present
> e-mail. 
> > In this case, you are nor allowed to copy, distribute or use this 
> > e-mail in any way.
> > ___________________________________________________________
> 
> > 
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> 
> ___________________________________________________________
> Le contenu de ce courriel est uniquement r??serv?? ?? la personne ou 
> l'organisme ?? qui il est destin??. Si vous n'??tes pas le destinataire
> pr??vu, veuillez nous en informer au plus vite et d??truire le pr??sent
> courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel,
> de le distribuer ou de l'utiliser de quelque mani??re que ce soit.
> 
> The content of this e-mail is intended only and solely for the use 
> of the named recipient or organisation. If you are not the named 
> recipient, please inform us immediately and delete the present e-mail. 
> In this case, you are nor allowed to copy, distribute or use this 
> e-mail in any way.
> ___________________________________________________________

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


From Brandon.Patton at aspireindiana.org  Tue Jul  6 11:23:46 2010
From: Brandon.Patton at aspireindiana.org (Patton, Brandon)
Date: Tue, 6 Jul 2010 11:23:46 -0400
Subject: [rt-users] Queue Watchers
Message-ID: <16080B6460E00C4A881395258161C50402FB1F7ABB@mail.bccmh.net>

I'm running RT 3.8.7 and I've read about User Rights, Group Rights, Queue Rights, etc and cannot figure out how to allow a group of users (They belong to a group called IT) to be able to administer a queue and change watchers. I have granted the group all the queue rights allowed but cannot figure out how to get to the group to administer them. Seems the "root" login in the only user that can get to the queues. The other users don't have the menu links on the left.

Can anyone help me with this?

Thanks.

Brandon Patton, BS
Systems Administrator
ASPIRE Indiana
brandon.patton at ASPIREIndiana.org
765-641-8283

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From Brandon.Patton at aspireindiana.org  Tue Jul  6 11:50:17 2010
From: Brandon.Patton at aspireindiana.org (Patton, Brandon)
Date: Tue, 6 Jul 2010 11:50:17 -0400
Subject: [rt-users] Queue Watchers
In-Reply-To: <ADA7B4B349CE874CB1DC46B3590D524A0467D38367@hex-ex01.internal.gxn.net>
References: <16080B6460E00C4A881395258161C50402FB1F7ABB@mail.bccmh.net>
	<ADA7B4B349CE874CB1DC46B3590D524A0467D38367@hex-ex01.internal.gxn.net>
Message-ID: <16080B6460E00C4A881395258161C50402FB1F7AC5@mail.bccmh.net>

Thank you! I knew there had to be something in there somewhere just so many places with rights to look.

From: Raed El-Hames [mailto:Raed.El-Hames at vialtus.com]
Sent: Tuesday, July 06, 2010 11:34 AM
To: Patton, Brandon; rt-users at lists.bestpractical.com
Subject: RE: Queue Watchers

Start by giving the group IT the ShowConfigTab right, you can do that from Configuration -> Global->Group Rights

Roy

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Patton, Brandon
Sent: 06 July 2010 16:24
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Queue Watchers

I'm running RT 3.8.7 and I've read about User Rights, Group Rights, Queue Rights, etc and cannot figure out how to allow a group of users (They belong to a group called IT) to be able to administer a queue and change watchers. I have granted the group all the queue rights allowed but cannot figure out how to get to the group to administer them. Seems the "root" login in the only user that can get to the queues. The other users don't have the menu links on the left.

Can anyone help me with this?

Thanks.

Brandon Patton, BS
Systems Administrator
ASPIRE Indiana
brandon.patton at ASPIREIndiana.org
765-641-8283

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From kfcrocker at lbl.gov  Tue Jul  6 11:56:36 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 6 Jul 2010 08:56:36 -0700
Subject: [rt-users]
	=?iso-8859-1?q?R=E9p=2E_=3A_Re=3A_R=3F=3Fp=2E_=3A_Re?=
	=?iso-8859-1?q?=3A_Query_Builder_froze?=
In-Reply-To: <4C3349E1.7061.0039.1@loro.ch>
References: <4C2B7185.7061.0039.1@loro.ch>
	<AANLkTil4VsjkOo6hvPzMb24eWqlgZiVhKi3F9gmf4v4q@mail.gmail.com>
	<4C319EAF.7061.0039.1@loro.ch> <4C31C00A.7061.0039.1@loro.ch>
	<20100706125759.GH341@aart.is.rice.edu>
	<4C3349E1.7061.0039.1@loro.ch>
Message-ID: <AANLkTill9fR2Yvskk5nHObNyNDRzkAhb3HVuXZVIeU5N@mail.gmail.com>

Horst,

Depending on how much SQL you want to see, you can see most of the select
and display SQL when you click "Advanced" at the top.

Kenn

On Tue, Jul 6, 2010 at 6:21 AM, Horst Kriegers <Horst.Kriegers at loro.ch>wrote:

>  Hi Kenn,
> thanks for your answer.
>
> How can I see the QueryBuilder's executed query ?
>
> Regards,
> Horst
>
>
> >>> Le Mardi, 6. Juillet 2010 ?  14:57, Kenneth Marshall <ktm at rice.edu> a
> ?crit :
> Hi Horst,
>
> Is the query hitting the DB the same with the CLI versus
> QueryBuilder? Maybe you are hitting a resource limit when
> the request goes through the web server. Try checking the
> system and web server logs to see if there is any more
> information. If it is not generating the same query, then
> that will give you a place to look for a problem. Good
> luck. At least, there is a good consulting group available
> should you need some expert assistance.
>
> Regards,
> Ken
>
> On Mon, Jul 05, 2010 at 11:20:42AM +0200, Horst Kriegers wrote:
> > I've tried in CLI mode and have no problem.
> > The execution of request is quick.
> >
> > Horst
> >
> > >>> Le Lundi, 5. Juillet 2010 ??  08:58, "Horst Kriegers"
> > <Horst.Kriegers at loro.ch> a ??crit :
> > Hi and tanks Kenn for your answer.
> >
> >
> > RT_Config : Identical (not modified)
> >
> > RT_SiteConfig - Differences are minimal :
> > - $rtname
> > - $DatabasePort
> > - $DatabaseUser
> > - $DatabaseName
> > - $ParseNewMessageForTicketCcs
> > - $LogToFileNamed
> > - $WebPort
> >
> > And log files contains nothings special
> >
> >
> > This behavior seem to appear by inserting Custom Fields in the query.
> >
> >
> >
> > Any idea where can I investigate to resolve this problem ?
> >
> >
> > Horst
> >
> > >>> Le Mercredi, 30. Juin 2010 ??  16:53, Kenneth Crocker
> > <kfcrocker at lbl.gov> a ??crit :
> > Horst,
> >
> > What are the differences in you RT_Config and RT_SiteConfig.pm files?
> >
> > Kenn
> > LBNL
> >
> > On Wed, Jun 30, 2010 at 7:32 AM, Horst Kriegers
> > <Horst.Kriegers at loro.ch> wrote:
> >
> >
> > Hi,
> > Suze Linux 2.6.16
> > RT 3.6.6
> > Apache 2.2.6
> > MySQL 5.1.45
> > We have 2 instances of RT:
> > - DEV for development
> > - PRD for production
> > A query created in RT's Query Builder on the DEV environment works
> > fine.
> > By creating the same query on the PRD environment froze until timeout
> > appear.
> > I've tried to connect the RT DEV to MySQL PRD, all works fine.
> > I've tried to connect the RT PRD to MySQL DEV, it froze.
> > I've tried to compare the both RT's directory content, all seems to be
> > identical.
> > How can I solve this probl??m ?
> > Many thanks in advance.
> > Horst
> >
> >
> > _______________________________________________________________________
> >
> > Le contenu de ce courriel est uniquement r??serv?? ?? la personne ou
> > l'organisme ?? qui il est destin??. Si vous n'??tes pas le destinataire
> > pr??vu, veuillez nous en informer au plus vite et d??truire le pr??sent
> > courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel,
> > de le distribuer ou de l'utiliser de quelque mani??re que ce soit.
> > _______________________________________________________________________
> >
> > The content of this e-mail is intended only and solely for the use of
> > the named recipient or organisation. If you are not the named recipient,
> > please inform us immediately and delete the present e-mail. In this
> > case, you are nor allowed to copy, distribute or use this e-mail in any
> > way.
> > _______________________________________________________________________
> >
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> >
> >
> >
> > _______________________________________________________________________
> >
> > Le contenu de ce courriel est uniquement r??serv?? ?? la personne ou
> > l'organisme ?? qui il est destin??. Si vous n'??tes pas le destinataire
> > pr??vu, veuillez nous en informer au plus vite et d??truire le pr??sent
> > courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel,
> > de le distribuer ou de l'utiliser de quelque mani??re que ce soit.
> > _______________________________________________________________________
> >
> > The content of this e-mail is intended only and solely for the use of
> > the named recipient or organisation. If you are not the named recipient,
> > please inform us immediately and delete the present e-mail. In this
> > case, you are nor allowed to copy, distribute or use this e-mail in any
> > way.
> > _______________________________________________________________________
> >
> >
> > ___________________________________________________________
> > Le contenu de ce courriel est uniquement r??serv?? ?? la personne ou
> > l'organisme ?? qui il est destin??. Si vous n'??tes pas le destinataire
> > pr??vu, veuillez nous en informer au plus vite et d??truire le pr??sent
> > courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel,
> > de le distribuer ou de l'utiliser de quelque mani??re que ce soit.
> >
> > The content of this e-mail is intended only and solely for the use
> > of the named recipient or organisation. If you are not the named
> > recipient, please inform us immediately and delete the present e-mail.
> > In this case, you are nor allowed to copy, distribute or use this
> > e-mail in any way.
> > ___________________________________________________________
>
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
>
>  _______________________________________________________________________
>
> Le contenu de ce courriel est uniquement r?serv? ? la personne ou
> l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire pr?vu,
> veuillez nous en informer au plus vite et d?truire le pr?sent courriel. Dans
> ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou
> de l'utiliser de quelque mani?re que ce soit.
>
>  _______________________________________________________________________
>
> The content of this e-mail is intended only and solely for the use of the
> named recipient or organisation. If you are not the named recipient, please
> inform us immediately and delete the present e-mail. In this case, you are
> nor allowed to copy, distribute or use this e-mail in any way.
>
>  _______________________________________________________________________
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From Raed.El-Hames at vialtus.com  Tue Jul  6 14:00:27 2010
From: Raed.El-Hames at vialtus.com (Raed El-Hames)
Date: Tue, 6 Jul 2010 19:00:27 +0100
Subject: [rt-users]
 =?iso-8859-1?q?R=E9p=2E_=3A_Re=3A_R=3F=3Fp=2E_=3A_Re?=
 =?iso-8859-1?q?=3A_Query_Builder_froze?=
In-Reply-To: <AANLkTill9fR2Yvskk5nHObNyNDRzkAhb3HVuXZVIeU5N@mail.gmail.com>
References: <4C2B7185.7061.0039.1@loro.ch>
	<AANLkTil4VsjkOo6hvPzMb24eWqlgZiVhKi3F9gmf4v4q@mail.gmail.com>
	<4C319EAF.7061.0039.1@loro.ch> <4C31C00A.7061.0039.1@loro.ch>
	<20100706125759.GH341@aart.is.rice.edu>	<4C3349E1.7061.0039.1@loro.ch>
	<AANLkTill9fR2Yvskk5nHObNyNDRzkAhb3HVuXZVIeU5N@mail.gmail.com>
Message-ID: <ADA7B4B349CE874CB1DC46B3590D524A0467D38380@hex-ex01.internal.gxn.net>

Horst;

You can also see the sql generated from QueryBuilder by setting the DBIx log in your RT_SiteConfig:
#DBIx-SearchBuilder 1.31_1 or higher; simply set C<$StatementLog> to be
#the level that you wish SQL statements to be logged at.
Set($StatementLog,'debug');

Restart apache/web server and then you should be able to see the statements in your rt.log file

Regards;
Roy



From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: 06 July 2010 16:57
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] R?p. : Re: R??p. : Re: Query Builder froze

Horst,

Depending on how much SQL you want to see, you can see most of the select and display SQL when you click "Advanced" at the top.

Kenn
On Tue, Jul 6, 2010 at 6:21 AM, Horst Kriegers <Horst.Kriegers at loro.ch<mailto:Horst.Kriegers at loro.ch>> wrote:
Hi Kenn,
thanks for your answer.

How can I see the QueryBuilder's executed query ?

Regards,
Horst


>>> Le Mardi, 6. Juillet 2010 ?  14:57, Kenneth Marshall <ktm at rice.edu<mailto:ktm at rice.edu>> a ?crit :
Hi Horst,

Is the query hitting the DB the same with the CLI versus
QueryBuilder? Maybe you are hitting a resource limit when
the request goes through the web server. Try checking the
system and web server logs to see if there is any more
information. If it is not generating the same query, then
that will give you a place to look for a problem. Good
luck. At least, there is a good consulting group available
should you need some expert assistance.

Regards,
Ken

On Mon, Jul 05, 2010 at 11:20:42AM +0200, Horst Kriegers wrote:
> I've tried in CLI mode and have no problem.
> The execution of request is quick.
>
> Horst
>
> >>> Le Lundi, 5. Juillet 2010 ??  08:58, "Horst Kriegers"
> <Horst.Kriegers at loro.ch<mailto:Horst.Kriegers at loro.ch>> a ??crit :
> Hi and tanks Kenn for your answer.
>
>
> RT_Config : Identical (not modified)
>
> RT_SiteConfig - Differences are minimal :
> - $rtname
> - $DatabasePort
> - $DatabaseUser
> - $DatabaseName
> - $ParseNewMessageForTicketCcs
> - $LogToFileNamed
> - $WebPort
>
> And log files contains nothings special
>
>
> This behavior seem to appear by inserting Custom Fields in the query.
>
>
>
> Any idea where can I investigate to resolve this problem ?
>
>
> Horst
>
> >>> Le Mercredi, 30. Juin 2010 ??  16:53, Kenneth Crocker
> <kfcrocker at lbl.gov<mailto:kfcrocker at lbl.gov>> a ??crit :
> Horst,
>
> What are the differences in you RT_Config and RT_SiteConfig.pm files?
>
> Kenn
> LBNL
>
> On Wed, Jun 30, 2010 at 7:32 AM, Horst Kriegers
> <Horst.Kriegers at loro.ch<mailto:Horst.Kriegers at loro.ch>> wrote:
>
>
> Hi,
> Suze Linux 2.6.16
> RT 3.6.6
> Apache 2.2.6
> MySQL 5.1.45
> We have 2 instances of RT:
> - DEV for development
> - PRD for production
> A query created in RT's Query Builder on the DEV environment works
> fine.
> By creating the same query on the PRD environment froze until timeout
> appear.
> I've tried to connect the RT DEV to MySQL PRD, all works fine.
> I've tried to connect the RT PRD to MySQL DEV, it froze.
> I've tried to compare the both RT's directory content, all seems to be
> identical.
> How can I solve this probl??m ?
> Many thanks in advance.
> Horst
>
>
> _______________________________________________________________________
>
> Le contenu de ce courriel est uniquement r??serv?? ?? la personne ou
> l'organisme ?? qui il est destin??. Si vous n'??tes pas le destinataire
> pr??vu, veuillez nous en informer au plus vite et d??truire le pr??sent
> courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel,
> de le distribuer ou de l'utiliser de quelque mani??re que ce soit.
> _______________________________________________________________________
>
> The content of this e-mail is intended only and solely for the use of
> the named recipient or organisation. If you are not the named recipient,
> please inform us immediately and delete the present e-mail. In this
> case, you are nor allowed to copy, distribute or use this e-mail in any
> way.
> _______________________________________________________________________
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
>
>
> _______________________________________________________________________
>
> Le contenu de ce courriel est uniquement r??serv?? ?? la personne ou
> l'organisme ?? qui il est destin??. Si vous n'??tes pas le destinataire
> pr??vu, veuillez nous en informer au plus vite et d??truire le pr??sent
> courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel,
> de le distribuer ou de l'utiliser de quelque mani??re que ce soit.
> _______________________________________________________________________
>
> The content of this e-mail is intended only and solely for the use of
> the named recipient or organisation. If you are not the named recipient,
> please inform us immediately and delete the present e-mail. In this
> case, you are nor allowed to copy, distribute or use this e-mail in any
> way.
> _______________________________________________________________________
>
>
> ___________________________________________________________
> Le contenu de ce courriel est uniquement r??serv?? ?? la personne ou
> l'organisme ?? qui il est destin??. Si vous n'??tes pas le destinataire
> pr??vu, veuillez nous en informer au plus vite et d??truire le pr??sent
> courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel,
> de le distribuer ou de l'utiliser de quelque mani??re que ce soit.
>
> The content of this e-mail is intended only and solely for the use
> of the named recipient or organisation. If you are not the named
> recipient, please inform us immediately and delete the present e-mail.
> In this case, you are nor allowed to copy, distribute or use this
> e-mail in any way.
> ___________________________________________________________

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


_______________________________________________________________________

Le contenu de ce courriel est uniquement r?serv? ? la personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque mani?re que ce soit.

_______________________________________________________________________

The content of this e-mail is intended only and solely for the use of the named recipient or organisation. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in any way.

_______________________________________________________________________


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

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From rtparies at gmail.com  Tue Jul  6 21:19:36 2010
From: rtparies at gmail.com (Randy Paries)
Date: Tue, 6 Jul 2010 20:19:36 -0500
Subject: [rt-users] IS there anyway to debug rt-mailgate that fails with
	EX_TEMPFAIL
Message-ID: <AANLkTinozvT5rtxI2HbzbwzXv0hZZf7dLLird0KQj6xR@mail.gmail.com>

My config is as follows
CentOS release 5.5
httpd-2.2.3-4


From rtparies at gmail.com  Tue Jul  6 21:24:15 2010
From: rtparies at gmail.com (Randy Paries)
Date: Tue, 6 Jul 2010 20:24:15 -0500
Subject: [rt-users] IS there anyway to debug rt-mailgate that fails with
	EX_TEMPFAIL
In-Reply-To: <AANLkTinozvT5rtxI2HbzbwzXv0hZZf7dLLird0KQj6xR@mail.gmail.com>
References: <AANLkTinozvT5rtxI2HbzbwzXv0hZZf7dLLird0KQj6xR@mail.gmail.com>
Message-ID: <AANLkTinHit4uVxwBH1PhuItJX1nNchWY6S-nYygZroyA@mail.gmail.com>

I am sorry, i sent before i was finished.......

My config is as follows
CentOS release 5.5
httpd-2.2.3-4
RT 3.8.9

this is a brand new install

in my aliases
rt-help: "|/home/rtx/bin/rt-mailgate --queue QR-Help --action
correspond --url http://rtx.mydomain.com/ --debug "

in the maillog i see
Jul  6 20:11:11 rtx sendmail[23530]: o671BA52023529:
to="|/home/rtx/bin/rt-mailgate --queue QR-Help --action correspond
--url http://rtx.mydomain.com/ --debug ",
ctladdr=<rt-help at rtx.mydomain.com> (8/0), delay=00:00:01,
xdelay=00:00:01, mailer=prog, pri=35277, dsn=4.0.0, stat=Deferred:
prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL

this works
perl -MLWP::Simple -e "getprint 'http://rtx.mydomain.com'" , so i
assume LWP is working

the --debug does not seem to do anything.

Can anyone give me some direction on how to debug this??

Thanks


From jblaine at kickflop.net  Tue Jul  6 23:13:25 2010
From: jblaine at kickflop.net (Jeff Blaine)
Date: Tue, 06 Jul 2010 23:13:25 -0400
Subject: [rt-users] IS there anyway to debug rt-mailgate that fails with
 EX_TEMPFAIL
In-Reply-To: <AANLkTinHit4uVxwBH1PhuItJX1nNchWY6S-nYygZroyA@mail.gmail.com>
References: <AANLkTinozvT5rtxI2HbzbwzXv0hZZf7dLLird0KQj6xR@mail.gmail.com>
	<AANLkTinHit4uVxwBH1PhuItJX1nNchWY6S-nYygZroyA@mail.gmail.com>
Message-ID: <4C33F0D5.1000900@kickflop.net>

> Jul  6 20:11:11 rtx sendmail[23530]: o671BA52023529:
> to="|/home/rtx/bin/rt-mailgate --queue QR-Help --action correspond
> --url http://rtx.mydomain.com/ --debug ",
> ctladdr=<rt-help at rtx.mydomain.com>  (8/0), delay=00:00:01,
> xdelay=00:00:01, mailer=prog, pri=35277, dsn=4.0.0, stat=Deferred:
> prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL

http://www.sendmail.org/faq/section2#2.13

man smrsh


From rtparies at gmail.com  Tue Jul  6 23:54:26 2010
From: rtparies at gmail.com (Randy Paries)
Date: Tue, 6 Jul 2010 22:54:26 -0500
Subject: [rt-users] IS there anyway to debug rt-mailgate that fails with
	EX_TEMPFAIL
In-Reply-To: <4C33F0D5.1000900@kickflop.net>
References: <AANLkTinozvT5rtxI2HbzbwzXv0hZZf7dLLird0KQj6xR@mail.gmail.com>
	<AANLkTinHit4uVxwBH1PhuItJX1nNchWY6S-nYygZroyA@mail.gmail.com>
	<4C33F0D5.1000900@kickflop.net>
Message-ID: <AANLkTilihfOJ8ViAjVXVeeFRAmjsD-8-pBf2mLgaIrvG@mail.gmail.com>

On Tue, Jul 6, 2010 at 10:13 PM, Jeff Blaine <jblaine at kickflop.net> wrote:
>> Jul ?6 20:11:11 rtx sendmail[23530]: o671BA52023529:
>> to="|/home/rtx/bin/rt-mailgate --queue QR-Help --action correspond
>> --url http://rtx.mydomain.com/ --debug ",
>> ctladdr=<rt-help at rtx.mydomain.com> ?(8/0), delay=00:00:01,
>> xdelay=00:00:01, mailer=prog, pri=35277, dsn=4.0.0, stat=Deferred:
>> prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL
>
> http://www.sendmail.org/faq/section2#2.13
>
> man smrsh
>


for anyone else with this problem, I found a great way to debug

#(echo Subject: test; echo; echo test) | /home/rtx/bin/rt-mailgate
--queue QR-Help --action correspond --url http://rtx.mydomain.com
--debug


From rtparies at gmail.com  Tue Jul  6 23:59:38 2010
From: rtparies at gmail.com (Randy Paries)
Date: Tue, 6 Jul 2010 22:59:38 -0500
Subject: [rt-users] unable to open attachments
In-Reply-To: <AANLkTinzns0j7F9eAbhnSwLYUiKnacQ6gXdbpTNU0F41@mail.gmail.com>
References: <AANLkTinzns0j7F9eAbhnSwLYUiKnacQ6gXdbpTNU0F41@mail.gmail.com>
Message-ID: <AANLkTiluuJstSLejcgexhl_2A0QhtWYi-AZ-dcBa0mvD@mail.gmail.com>

On Thu, Jun 24, 2010 at 12:40 PM, slamp slamp <slackamp at gmail.com> wrote:
> Can't locate object method "mime_name" via package "Encode::XS" at
> /opt/rt387/share/html/Ticket/Attachment/dhandler line 78.
>
> rt 3.8.7
>
> there are no missing perl module deps. i do not see any errors in
> apache logs or rt logs.
>


I am getting the exact error:

Did you get anywhere with this?

I am using rt 3.8.8

thanks


From rylach at gmail.com  Wed Jul  7 02:55:40 2010
From: rylach at gmail.com (=?ISO-8859-2?Q?Ryszard_=A3ach?=)
Date: Wed, 7 Jul 2010 08:55:40 +0200
Subject: [rt-users] TimeWorked taken from Cloned Ticket - is this right?
Message-ID: <AANLkTimkW7rF83fobMAV7m6QHmt-Bh_hpSE3a6J9DiCg@mail.gmail.com>

Hi.

I wonder, if somebody, who wrote ticket cloning in Ticket/Create.html
(hyperlinks 'Create'  in 'Links' section of ticket view) was sure, that it
is right to clone ticket's TimeWorked from e.g. it's parent or dependent
ticket? What do you think about it?

Cheers,

R.

-- 
"First they ignore you. Then they laugh at you. Then they
fight you. Then you win." - Mohandas Gandhi.
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From bmccormack at nextjump.com  Wed Jul  7 08:47:50 2010
From: bmccormack at nextjump.com (Bernard McCormack)
Date: Wed, 7 Jul 2010 08:47:50 -0400
Subject: [rt-users] IS there anyway to debug rt-mailgate that fails
	withEX_TEMPFAIL
In-Reply-To: <AANLkTilihfOJ8ViAjVXVeeFRAmjsD-8-pBf2mLgaIrvG@mail.gmail.com>
References: <AANLkTinozvT5rtxI2HbzbwzXv0hZZf7dLLird0KQj6xR@mail.gmail.com><AANLkTinHit4uVxwBH1PhuItJX1nNchWY6S-nYygZroyA@mail.gmail.com><4C33F0D5.1000900@kickflop.net>
	<AANLkTilihfOJ8ViAjVXVeeFRAmjsD-8-pBf2mLgaIrvG@mail.gmail.com>
Message-ID: <2437DA37D3AF87429F50B1FBE01C973C02A81FE0@MASERVER1.nextjump.com>

When I encountered EX_tempfail It was because I had made a mistake on the url for the mail gateway. It was a pain to notice the typo. I may be wrong but don't you have to copy the rt mailgate to /usr/sbin/smrsh for it to work with send mail(could be completely wrong)/

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Randy Paries
Sent: Tuesday, July 06, 2010 11:54 PM
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] IS there anyway to debug rt-mailgate that fails withEX_TEMPFAIL

On Tue, Jul 6, 2010 at 10:13 PM, Jeff Blaine <jblaine at kickflop.net> wrote:
>> Jul ?6 20:11:11 rtx sendmail[23530]: o671BA52023529:
>> to="|/home/rtx/bin/rt-mailgate --queue QR-Help --action correspond
>> --url http://rtx.mydomain.com/ --debug ",
>> ctladdr=<rt-help at rtx.mydomain.com> ?(8/0), delay=00:00:01,
>> xdelay=00:00:01, mailer=prog, pri=35277, dsn=4.0.0, stat=Deferred:
>> prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL
>
> http://www.sendmail.org/faq/section2#2.13
>
> man smrsh
>


for anyone else with this problem, I found a great way to debug

#(echo Subject: test; echo; echo test) | /home/rtx/bin/rt-mailgate
--queue QR-Help --action correspond --url http://rtx.mydomain.com
--debug

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 Jul  7 13:04:08 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 7 Jul 2010 10:04:08 -0700
Subject: [rt-users] TimeWorked taken from Cloned Ticket - is this right?
In-Reply-To: <AANLkTimkW7rF83fobMAV7m6QHmt-Bh_hpSE3a6J9DiCg@mail.gmail.com>
References: <AANLkTimkW7rF83fobMAV7m6QHmt-Bh_hpSE3a6J9DiCg@mail.gmail.com>
Message-ID: <AANLkTilol7C8E8x-JXsf1Bmlw6GgJlnKnWZiildtfTJQ@mail.gmail.com>

Ryszard,

Probably none of the time fields should be copied iver. However, I can live
with it since it saves a lot of time and I have to change a few fields
anyway.

Kenn
LBNL

On Tue, Jul 6, 2010 at 11:55 PM, Ryszard ?ach <rylach at gmail.com> wrote:

> Hi.
>
> I wonder, if somebody, who wrote ticket cloning in Ticket/Create.html
> (hyperlinks 'Create'  in 'Links' section of ticket view) was sure, that it
> is right to clone ticket's TimeWorked from e.g. it's parent or dependent
> ticket? What do you think about it?
>
> Cheers,
>
> R.
>
> --
> "First they ignore you. Then they laugh at you. Then they
> fight you. Then you win." - Mohandas Gandhi.
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From damonwang at uchicago.edu  Wed Jul  7 13:25:41 2010
From: damonwang at uchicago.edu (Damon Wang)
Date: Wed, 7 Jul 2010 12:25:41 -0500
Subject: [rt-users] how to notify cc/admincc by cc instead of bcc?
Message-ID: <AANLkTinAyL-n8Evwl5PV3M-2bNe6j1NGin8aXaaxQX72@mail.gmail.com>

Hello everyone,

Just installed RT 3.6.5 and ran into an unfortunate interaction with our mail
setup. When RT start firing off emails bcc'ed to all Cc and AdminCc watchers,
this triggers an anti-spam measure and requires my boss to manually approve
each message.

Can RT can be configured to send notices to Cc/AdminCc watchers with their
email addresses in the Cc: or To: header instead of Bcc: ?

I suspect RT uses Bcc to conceal the (presumably internal) AdminCc people's
email addresses from the (possibly external) Cc watchers, but this is not a
concern for us. (Please do tell me if there are any other reasons to stick with
Bcc's, though.)

I couldn't find any likely-looking config directives on the wiki, and it seems
like the default scrips just reference built-in actions like "Notify Ccs".  I
don't want to start guerrilla patching the RT source, because it's just another
thing to maintain and we don't have any good Perl hackers on staff to do it.
Another option is obviously to alter our mail setup, but the sysadmin in
question is reluctant to do (for good reason) that until we've exhausted all
other possibilities.

Any advice?

Yours,
Damon Wang


From mike.johnson at nosm.ca  Wed Jul  7 13:54:40 2010
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Wed, 7 Jul 2010 13:54:40 -0400
Subject: [rt-users] Fetchmail - Google Apps
Message-ID: <AANLkTim-KiQE-Z1UDhhH-XGGpiRZCyroIR8us3VFEvBq@mail.gmail.com>

Greetings all,

I'm trying to setup my RT 3.2.1 and fetchmail with Google apps.

I'm trying to find the syntax for this old verion's rtconnect.conf file.

I need to set the port to 993 and tell it to connect using ssl.

Can this version of RT do it?

Thanks!

-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson at nosm.ca
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From Hossein.Rafighi at triumf.ca  Wed Jul  7 13:54:49 2010
From: Hossein.Rafighi at triumf.ca (Hossein Rafighi)
Date: Wed, 07 Jul 2010 10:54:49 -0700
Subject: [rt-users] DefaultQueue
In-Reply-To: <AANLkTinAyL-n8Evwl5PV3M-2bNe6j1NGin8aXaaxQX72@mail.gmail.com>
References: <AANLkTinAyL-n8Evwl5PV3M-2bNe6j1NGin8aXaaxQX72@mail.gmail.com>
Message-ID: <4C34BF69.4080101@triumf.ca>

  Dear all,

I've set the DefaultQueue in RT_SiteConfig.pm to one of the dozen queues 
we have, but it doesn't work. When users login they see the first queue 
in alphabetical order!

Any ideas why?

Many thanks in advance, and cheers,
Hossein Rafighi

-- 
  _____  _____   _____  _   _  _   _  ____ Hossein Rafighi
|_   _||  _  \ |_   _|| | | || \_/ ||  __|TRIUMF, 4004 Wesbrook Mall
   | |  | |_|  )  | |  | | | ||     || |__ Vancouver BC, Canada, V6T 2A3
   | |  |  _  /   | |  | \_/ || \_/ ||  __|Voice: (604) 222-1047
   | |  | | \ \  _| |_ |     || | | || |   Fax:   (604) 222-1074
   |_|  |_|  \_\|_____| \___/ |_| |_||_|   Website: http://www.triumf.ca



From Hossein.Rafighi at triumf.ca  Wed Jul  7 14:05:59 2010
From: Hossein.Rafighi at triumf.ca (Hossein Rafighi)
Date: Wed, 07 Jul 2010 11:05:59 -0700
Subject: [rt-users] DefaultQueue
In-Reply-To: <4C34BF69.4080101@triumf.ca>
References: <AANLkTinAyL-n8Evwl5PV3M-2bNe6j1NGin8aXaaxQX72@mail.gmail.com>
	<4C34BF69.4080101@triumf.ca>
Message-ID: <4C34C207.7020408@triumf.ca>

  Sorry, Perhaps I should have explained this a bit more. When users 
login and click on create ticket their tickets are not created in the 
default queue, but rather in a first queue on the list. Our default 
queue name happens to be in the middle of the dozen queues.

Cheers,
Hossein

On 7/7/2010 10:54 AM, Hossein Rafighi wrote:
>  Dear all,
>
> I've set the DefaultQueue in RT_SiteConfig.pm to one of the dozen 
> queues we have, but it doesn't work. When users login they see the 
> first queue in alphabetical order!
>
> Any ideas why?
>
> Many thanks in advance, and cheers,
> Hossein Rafighi
>

-- 
  _____  _____   _____  _   _  _   _  ____ Hossein Rafighi
|_   _||  _  \ |_   _|| | | || \_/ ||  __|TRIUMF, 4004 Wesbrook Mall
   | |  | |_|  )  | |  | | | ||     || |__ Vancouver BC, Canada, V6T 2A3
   | |  |  _  /   | |  | \_/ || \_/ ||  __|Voice: (604) 222-1047
   | |  | | \ \  _| |_ |     || | | || |   Fax:   (604) 222-1074
   |_|  |_|  \_\|_____| \___/ |_| |_||_|   Website: http://www.triumf.ca



From kfcrocker at lbl.gov  Wed Jul  7 14:38:17 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 7 Jul 2010 11:38:17 -0700
Subject: [rt-users] DefaultQueue
In-Reply-To: <4C34C207.7020408@triumf.ca>
References: <AANLkTinAyL-n8Evwl5PV3M-2bNe6j1NGin8aXaaxQX72@mail.gmail.com>
	<4C34BF69.4080101@triumf.ca> <4C34C207.7020408@triumf.ca>
Message-ID: <AANLkTimdI-3KOd-RMJ0BDIUSZL3JoYvlv2iLnBPE8Gjs@mail.gmail.com>

Hossein,

Setting a default Queue is done in the "Preferences" for each individual
user. Unless a user has set the default queue in the preferences, it isn't
set.

Kenn
LBNL

On Wed, Jul 7, 2010 at 11:05 AM, Hossein Rafighi
<Hossein.Rafighi at triumf.ca>wrote:

>  Sorry, Perhaps I should have explained this a bit more. When users login
> and click on create ticket their tickets are not created in the default
> queue, but rather in a first queue on the list. Our default queue name
> happens to be in the middle of the dozen queues.
>
> Cheers,
> Hossein
>
>
> On 7/7/2010 10:54 AM, Hossein Rafighi wrote:
>
>>  Dear all,
>>
>> I've set the DefaultQueue in RT_SiteConfig.pm to one of the dozen queues
>> we have, but it doesn't work. When users login they see the first queue in
>> alphabetical order!
>>
>> Any ideas why?
>>
>> Many thanks in advance, and cheers,
>> Hossein Rafighi
>>
>>
> --
>  _____  _____   _____  _   _  _   _  ____ Hossein Rafighi
> |_   _||  _  \ |_   _|| | | || \_/ ||  __|TRIUMF, 4004 Wesbrook Mall
>  | |  | |_|  )  | |  | | | ||     || |__ Vancouver BC, Canada, V6T 2A3
>  | |  |  _  /   | |  | \_/ || \_/ ||  __|Voice: (604) 222-1047
>  | |  | | \ \  _| |_ |     || | | || |   Fax:   (604) 222-1074
>  |_|  |_|  \_\|_____| \___/ |_| |_||_|   Website: http://www.triumf.ca
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From kfcrocker at lbl.gov  Wed Jul  7 14:50:09 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 7 Jul 2010 11:50:09 -0700
Subject: [rt-users] Question on settings for attachments
Message-ID: <AANLkTilyZnsiLJ8NeB84wo7n1QWjQo6BxiN91VVrwazl@mail.gmail.com>

To list,

I'm not too smart on the various options on email and attachments and vcard,
etc and how they work in a ticket in RT.
I''m on 3.8.8 and we use "*RT::Authen::ExternalAuth" with LDAP.

*I am having trouble figuring out how I want my settings for all things
dealing with attachments thru email.

I have some tickets that have attachments that look like this:
"KFCrocker.vcf". When I try to download it, it defaults to *address book *which
presents a window with all the User info in it and several tabs for
different info on the user. Then it also has a "go" link that takes you to
one of our common websites. I've never seen that before in 3.6.4.
What is that?
How did I get that?
Is it a configuration setting?

Also, When I look inline a history and see the transaction that added this
attachment, I see:
"Message body is not shown because sender requested not to inline it.".
My question is how does the sender make this choice?

Sorry for my ignorance, but I'm more of an admin person than a guru on this
stuff.

Thanks.

Kenn
LBNL
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From Hossein.Rafighi at triumf.ca  Wed Jul  7 15:05:53 2010
From: Hossein.Rafighi at triumf.ca (Hossein Rafighi)
Date: Wed, 07 Jul 2010 12:05:53 -0700
Subject: [rt-users] DefaultQueue
In-Reply-To: <AANLkTimdI-3KOd-RMJ0BDIUSZL3JoYvlv2iLnBPE8Gjs@mail.gmail.com>
References: <AANLkTinAyL-n8Evwl5PV3M-2bNe6j1NGin8aXaaxQX72@mail.gmail.com>	<4C34BF69.4080101@triumf.ca>
	<4C34C207.7020408@triumf.ca>
	<AANLkTimdI-3KOd-RMJ0BDIUSZL3JoYvlv2iLnBPE8Gjs@mail.gmail.com>
Message-ID: <4C34D011.3040005@triumf.ca>

  Hi Kenn,

Thanks for the reply. The only problem is that my users are 99% 
unprivileged users and don't have ModifySelf rights. I am looking at: 
http://www.gossamer-threads.com/lists/rt/users/62182?do=post_view_threaded 
for a possible solution.


Cheers,
Hossein

On 7/7/2010 11:38 AM, Kenneth Crocker wrote:
> Hossein,
>
> Setting a default Queue is done in the "Preferences" for each 
> individual user. Unless a user has set the default queue in the 
> preferences, it isn't set.
>
> Kenn
> LBNL
>
> On Wed, Jul 7, 2010 at 11:05 AM, Hossein Rafighi 
> <Hossein.Rafighi at triumf.ca <mailto:Hossein.Rafighi at triumf.ca>> wrote:
>
>      Sorry, Perhaps I should have explained this a bit more. When
>     users login and click on create ticket their tickets are not
>     created in the default queue, but rather in a first queue on the
>     list. Our default queue name happens to be in the middle of the
>     dozen queues.
>
>     Cheers,
>     Hossein
>
>
>     On 7/7/2010 10:54 AM, Hossein Rafighi wrote:
>
>          Dear all,
>
>         I've set the DefaultQueue in RT_SiteConfig.pm to one of the
>         dozen queues we have, but it doesn't work. When users login
>         they see the first queue in alphabetical order!
>
>         Any ideas why?
>
>         Many thanks in advance, and cheers,
>         Hossein Rafighi
>
>
>     -- 
>      _____  _____   _____  _   _  _   _  ____ Hossein Rafighi
>     |_   _||  _  \ |_   _|| | | || \_/ ||  __|TRIUMF, 4004 Wesbrook Mall
>      | |  | |_|  )  | |  | | | ||     || |__ Vancouver BC, Canada, V6T 2A3
>      | |  |  _  /   | |  | \_/ || \_/ ||  __|Voice: (604) 222-1047
>      | |  | | \ \  _| |_ |     || | | || |   Fax:   (604) 222-1074
>      |_|  |_|  \_\|_____| \___/ |_| |_||_|   Website: http://www.triumf.ca
>
>
>     Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>     Buy a copy at http://rtbook.bestpractical.com
>
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

-- 
  _____  _____   _____  _   _  _   _  ____ Hossein Rafighi
|_   _||  _  \ |_   _|| | | || \_/ ||  __|TRIUMF, 4004 Wesbrook Mall
   | |  | |_|  )  | |  | | | ||     || |__ Vancouver BC, Canada, V6T 2A3
   | |  |  _  /   | |  | \_/ || \_/ ||  __|Voice: (604) 222-1047
   | |  | | \ \  _| |_ |     || | | || |   Fax:   (604) 222-1074
   |_|  |_|  \_\|_____| \___/ |_| |_||_|   Website: http://www.triumf.ca

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From rob.macgregor at gmail.com  Wed Jul  7 15:48:42 2010
From: rob.macgregor at gmail.com (Rob MacGregor)
Date: Wed, 7 Jul 2010 20:48:42 +0100
Subject: [rt-users] Fetchmail - Google Apps
In-Reply-To: <AANLkTim-KiQE-Z1UDhhH-XGGpiRZCyroIR8us3VFEvBq@mail.gmail.com>
References: <AANLkTim-KiQE-Z1UDhhH-XGGpiRZCyroIR8us3VFEvBq@mail.gmail.com>
Message-ID: <AANLkTinc4k6eGsev_MdF85Z31pe8K1_NHEn6kbvKpfxE@mail.gmail.com>

On Wed, Jul 7, 2010 at 18:54, Mike Johnson <mike.johnson at nosm.ca> wrote:
> Greetings all,
>
> I'm trying to setup my RT 3.2.1 and fetchmail with Google apps.
>
> I'm trying to find the syntax for this old verion's rtconnect.conf file.
>
> I need to set the port to 993 and tell it to connect using ssl.
>
> Can this version of RT do it?

Fetchmail certainly can, if you're running a recent version (and it's
compiled with SSL support).  Help with fetchmail is probably best done
on the fetchmail-users mailing list, but ensure you're running the
current release first ;)

I use the following .fetchmailrc:

poll pop.gmail.com
	uidl
	proto pop3
	username "user" password "pass"
	to "me" here
	keep
	ssl

If you're not leaving mail on the server you can drop both the "uidl"
and "keep" lines.

-- 
                 Please keep list traffic on the list.

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


From mike.johnson at nosm.ca  Wed Jul  7 15:57:28 2010
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Wed, 7 Jul 2010 15:57:28 -0400
Subject: [rt-users] Fetchmail - Google Apps
In-Reply-To: <AANLkTinc4k6eGsev_MdF85Z31pe8K1_NHEn6kbvKpfxE@mail.gmail.com>
References: <AANLkTim-KiQE-Z1UDhhH-XGGpiRZCyroIR8us3VFEvBq@mail.gmail.com>
	<AANLkTinc4k6eGsev_MdF85Z31pe8K1_NHEn6kbvKpfxE@mail.gmail.com>
Message-ID: <AANLkTin0f4ygDPunGTz4InIW4bmU_mtZ8S9rokLBQxLS@mail.gmail.com>

I'm running 5.9.0, not surei f that's current.

I ended up figuring it out...

My config lines are as such...

poll imap.gmail.com proto imap port 993:
username <mygmailusername>@mydomain.com password <mypassword> ssl mda
"/usr/bin/perl /usr/local/rt3/bin/rt-mailgate --url
http://normedtx.lakeheadu.ca/rt3/ --queue Helpdesk --action correspond"

I got confused on which sections were server and which were user.... and the
parsing errors didn't really do it for me... I had to read the man pages
again to realize ssl went in the user section and port went in the server
section.

All good now!!

I really really wish I set this up from scratch so I knew how it worked...
This box has been running for a good 6-7 yrs, and I only logged onto it
about 1.5 yrs ago.  As soon as I logged in, apparently it became my box to
admin HAHAHA... oh well, it's nice to be wanted.

Thanks!
MIke.




On Wed, Jul 7, 2010 at 3:48 PM, Rob MacGregor <rob.macgregor at gmail.com>wrote:

> On Wed, Jul 7, 2010 at 18:54, Mike Johnson <mike.johnson at nosm.ca> wrote:
> > Greetings all,
> >
> > I'm trying to setup my RT 3.2.1 and fetchmail with Google apps.
> >
> > I'm trying to find the syntax for this old verion's rtconnect.conf file.
> >
> > I need to set the port to 993 and tell it to connect using ssl.
> >
> > Can this version of RT do it?
>
> Fetchmail certainly can, if you're running a recent version (and it's
> compiled with SSL support).  Help with fetchmail is probably best done
> on the fetchmail-users mailing list, but ensure you're running the
> current release first ;)
>
> I use the following .fetchmailrc:
>
> poll pop.gmail.com
>        uidl
>        proto pop3
>        username "user" password "pass"
>        to "me" here
>        keep
>        ssl
>
> If you're not leaving mail on the server you can drop both the "uidl"
> and "keep" lines.
>
> --
>                 Please keep list traffic on the list.
>
> Rob MacGregor
>      Whoever fights monsters should see to it that in the process he
>        doesn't become a monster.                  Friedrich Nietzsche
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
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 nosm.ca
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From falcone at bestpractical.com  Wed Jul  7 17:48:11 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 7 Jul 2010 17:48:11 -0400
Subject: [rt-users] DefaultQueue
In-Reply-To: <4C34D011.3040005@triumf.ca>
References: <AANLkTinAyL-n8Evwl5PV3M-2bNe6j1NGin8aXaaxQX72@mail.gmail.com>
	<4C34BF69.4080101@triumf.ca> <4C34C207.7020408@triumf.ca>
	<AANLkTimdI-3KOd-RMJ0BDIUSZL3JoYvlv2iLnBPE8Gjs@mail.gmail.com>
	<4C34D011.3040005@triumf.ca>
Message-ID: <20100707214811.GE983@jibsheet.com>

On Wed, Jul 07, 2010 at 12:05:53PM -0700, Hossein Rafighi wrote:
>    Hi Kenn,
> 
>    Thanks for the reply. The only problem is that my users are 99% unprivileged users and don't
>    have ModifySelf rights. I am looking at:
>    [1]http://www.gossamer-threads.com/lists/rt/users/62182?do=post_view_threaded for a possible
>    solution.

DefaultQueue applies to the Privileged user interface, not Create
Tickets in SelfService.

I'd accept a patch that either adds additional documentation to
RT_Config.pm or adds the feature to SelfService

-kevin

>    On 7/7/2010 11:38 AM, Kenneth Crocker wrote:
> 
>      Hossein,
> 
>      Setting a default Queue is done in the "Preferences" for each individual user. Unless a user
>      has set the default queue in the preferences, it isn't set.
> 
>      Kenn
>      LBNL
> 
>      On Wed, Jul 7, 2010 at 11:05 AM, Hossein Rafighi <[2]Hossein.Rafighi at triumf.ca> wrote:
> 
>         Sorry, Perhaps I should have explained this a bit more. When users login and click on
>        create ticket their tickets are not created in the default queue, but rather in a first
>        queue on the list. Our default queue name happens to be in the middle of the dozen queues.
> 
>        Cheers,
>        Hossein
> 
>        On 7/7/2010 10:54 AM, Hossein Rafighi wrote:
> 
>           Dear all,
> 
>          I've set the DefaultQueue in RT_SiteConfig.pm to one of the dozen queues we have, but it
>          doesn't work. When users login they see the first queue in alphabetical order!
> 
>          Any ideas why?
> 
>          Many thanks in advance, and cheers,
>          Hossein Rafighi
> 
>        --
>         _____  _____   _____  _   _  _   _  ____ Hossein Rafighi
>        |_   _||  _  \ |_   _|| | | || \_/ ||  __|TRIUMF, 4004 Wesbrook Mall
>         | |  | |_|  )  | |  | | | ||     || |__ Vancouver BC, Canada, V6T 2A3
>         | |  |  _  /   | |  | \_/ || \_/ ||  __|Voice: (604) 222-1047
>         | |  | | \ \  _| |_ |     || | | || |   Fax:   (604) 222-1074
>         |_|  |_|  \_\|_____| \___/ |_| |_||_|   Website: [3]http://www.triumf.ca
> 
>        Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>        Buy a copy at [4]http://rtbook.bestpractical.com
> 
> 
> 
>  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>  Buy a copy at [5]http://rtbook.bestpractical.com
> 
>  --
>   _____  _____   _____  _   _  _   _  ____ Hossein Rafighi
>  |_   _||  _  \ |_   _|| | | || \_/ ||  __|TRIUMF, 4004 Wesbrook Mall
>    | |  | |_|  )  | |  | | | ||     || |__ Vancouver BC, Canada, V6T 2A3
>    | |  |  _  /   | |  | \_/ || \_/ ||  __|Voice: (604) 222-1047
>    | |  | | \ \  _| |_ |     || | | || |   Fax:   (604) 222-1074
>    |_|  |_|  \_\|_____| \___/ |_| |_||_|   Website: [6]http://www.triumf.ca
> 
> References
> 
>    Visible links
>    1. http://www.gossamer-threads.com/lists/rt/users/62182?do=post_view_threaded
>    2. mailto:Hossein.Rafighi at triumf.ca
>    3. http://www.triumf.ca/
>    4. http://rtbook.bestpractical.com/
>    5. http://rtbook.bestpractical.com/
>    6. http://www.triumf.ca/

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

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From falcone at bestpractical.com  Wed Jul  7 18:07:37 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 7 Jul 2010 18:07:37 -0400
Subject: [rt-users] how to notify cc/admincc by cc instead of bcc?
In-Reply-To: <AANLkTinAyL-n8Evwl5PV3M-2bNe6j1NGin8aXaaxQX72@mail.gmail.com>
References: <AANLkTinAyL-n8Evwl5PV3M-2bNe6j1NGin8aXaaxQX72@mail.gmail.com>
Message-ID: <20100707220737.GF983@jibsheet.com>

On Wed, Jul 07, 2010 at 12:25:41PM -0500, Damon Wang wrote:
> Just installed RT 3.6.5 

That is a really old version of RT (2.5+ years)

> and ran into an unfortunate interaction with our mail
> setup. When RT start firing off emails bcc'ed to all Cc and AdminCc watchers,
> this triggers an anti-spam measure and requires my boss to manually approve
> each message.
> 
> Can RT can be configured to send notices to Cc/AdminCc watchers with their
> email addresses in the Cc: or To: header instead of Bcc: ?

You'd have to change lib/RT/Action/Notify.pm

> I suspect RT uses Bcc to conceal the (presumably internal) AdminCc people's
> email addresses from the (possibly external) Cc watchers, but this is not a
> concern for us. (Please do tell me if there are any other reasons to stick with
> Bcc's, though.)
>
> I couldn't find any likely-looking config directives on the wiki, and it seems
> like the default scrips just reference built-in actions like "Notify Ccs".  I
> don't want to start guerrilla patching the RT source, because it's just another
> thing to maintain and we don't have any good Perl hackers on staff to do it.
> Another option is obviously to alter our mail setup, but the sysadmin in
> question is reluctant to do (for good reason) that until we've exhausted all
> other possibilities.

-kevin
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From falcone at bestpractical.com  Wed Jul  7 18:20:01 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 7 Jul 2010 18:20:01 -0400
Subject: [rt-users] Question on settings for attachments
In-Reply-To: <AANLkTilyZnsiLJ8NeB84wo7n1QWjQo6BxiN91VVrwazl@mail.gmail.com>
References: <AANLkTilyZnsiLJ8NeB84wo7n1QWjQo6BxiN91VVrwazl@mail.gmail.com>
Message-ID: <20100707222001.GG983@jibsheet.com>

On Wed, Jul 07, 2010 at 11:50:09AM -0700, Kenneth Crocker wrote:
>    To list,
>    I have some tickets that have attachments that look like this: "KFCrocker.vcf". When I try to
>    download it, it defaults to address book which presents a window with all the User info in it
>    and several tabs for different info on the user. Then it also has a "go" link that takes you
>    to one of our common websites. I've never seen that before in 3.6.4.
>    What is that?
>    How did I get that?
>    Is it a configuration setting?

What you're describing sounds more like your browser doing magic.  RT
doesn't have any magic support for vcards

>    Also, When I look inline a history and see the transaction that added this attachment, I see:
>    "Message body is not shown because sender requested not to inline it.".
>    My question is how does the sender make this choice?

your mail client would need to say disposition: inline, which tends to
happen when people send text files, but not normally for structured
text formats

-kevin
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From kfcrocker at lbl.gov  Wed Jul  7 18:33:45 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 7 Jul 2010 15:33:45 -0700
Subject: [rt-users] Question on settings for attachments
In-Reply-To: <20100707222001.GG983@jibsheet.com>
References: <AANLkTilyZnsiLJ8NeB84wo7n1QWjQo6BxiN91VVrwazl@mail.gmail.com>
	<20100707222001.GG983@jibsheet.com>
Message-ID: <AANLkTikp-mg8qdiczmgi-FurUh7Tz_tv628d70d15Li0@mail.gmail.com>

Kevin,

Thanks. I appreciate your time. I'll go with this to my guru's.

Kenn
LBNL

On Wed, Jul 7, 2010 at 3:20 PM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Wed, Jul 07, 2010 at 11:50:09AM -0700, Kenneth Crocker wrote:
> >    To list,
> >    I have some tickets that have attachments that look like this:
> "KFCrocker.vcf". When I try to
> >    download it, it defaults to address book which presents a window with
> all the User info in it
> >    and several tabs for different info on the user. Then it also has a
> "go" link that takes you
> >    to one of our common websites. I've never seen that before in 3.6.4.
> >    What is that?
> >    How did I get that?
> >    Is it a configuration setting?
>
> What you're describing sounds more like your browser doing magic.  RT
> doesn't have any magic support for vcards
>
> >    Also, When I look inline a history and see the transaction that added
> this attachment, I see:
> >    "Message body is not shown because sender requested not to inline
> it.".
> >    My question is how does the sender make this choice?
>
> your mail client would need to say disposition: inline, which tends to
> happen when people send text files, but not normally for structured
> text formats
>
> -kevin
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From rob.macgregor at gmail.com  Thu Jul  8 02:05:40 2010
From: rob.macgregor at gmail.com (Rob MacGregor)
Date: Thu, 8 Jul 2010 07:05:40 +0100
Subject: [rt-users] Fetchmail - Google Apps
In-Reply-To: <AANLkTin0f4ygDPunGTz4InIW4bmU_mtZ8S9rokLBQxLS@mail.gmail.com>
References: <AANLkTim-KiQE-Z1UDhhH-XGGpiRZCyroIR8us3VFEvBq@mail.gmail.com>
	<AANLkTinc4k6eGsev_MdF85Z31pe8K1_NHEn6kbvKpfxE@mail.gmail.com>
	<AANLkTin0f4ygDPunGTz4InIW4bmU_mtZ8S9rokLBQxLS@mail.gmail.com>
Message-ID: <AANLkTilZpzWT5P_HNKHOKCl8Ay7D_Tmy2qXO7sd5eq5w@mail.gmail.com>

On Wed, Jul 7, 2010 at 20:57, Mike Johnson <mike.johnson at nosm.ca> wrote:
> I'm running 5.9.0, not surei f that's current.

At least 8 years old.  6.3.17 is the current version number.  Your
version of RT is "only" 6 years old.

In that time numerous security issues have been fixed, and I suspect
that your RT host has many other packages also with known
vulnerabilities.  If it's accessible from the Internet, or any other
networks you don't fully control then you really should consider
bringing it up to date.

-- 
                 Please keep list traffic on the list.

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


From Horst.Kriegers at loro.ch  Thu Jul  8 04:58:04 2010
From: Horst.Kriegers at loro.ch (Horst Kriegers)
Date: Thu, 08 Jul 2010 10:58:04 +0200
Subject: [rt-users]
 =?utf-8?b?UsOpcC4gOiBSZTogUj8/cC4gOiBSZTogUXVlcnkgQnVp?=
 =?utf-8?q?lder_froze?=
In-Reply-To: <AANLkTill9fR2Yvskk5nHObNyNDRzkAhb3HVuXZVIeU5N@mail.gmail.com>
References: <4C2B7185.7061.0039.1@loro.ch>
	<AANLkTil4VsjkOo6hvPzMb24eWqlgZiVhKi3F9gmf4v4q@mail.gmail.com>
	<4C319EAF.7061.0039.1@loro.ch> <4C31C00A.7061.0039.1@loro.ch>
	<20100706125759.GH341@aart.is.rice.edu> <4C3349E1.7061.0039.1@loro.ch>
	<AANLkTill9fR2Yvskk5nHObNyNDRzkAhb3HVuXZVIeU5N@mail.gmail.com>
Message-ID: <4C35AF3C.7061.0039.1@loro.ch>

Hi all,
 
I think it's not DB-Query problem.
 
After analyzing the mysl log file it appear that the query is not
constructed and sent to the database.
 
Checks in 3 steps in QueryBuilder :
 
1- Add the desired queue --> It work fine, query is constructed and
sent to the DB
   QueryBuilder displays :
   Queue = 'adi.applications'
 
2- Add a first desired CF value --> It work fine, query is constructed
and sent to the DB
   QueryBuilder displays :
   Queue = 'my_queue_name'
  AND 'CF.{Impact Continuit?}' LIKE 'Oui'
 
3- Add a second desired CF value --> QueryBuilder froze, nothing is not
sent to the DB (request is not logged)
 
 
 
 
 
Horst


>>> Le Mardi, 6. Juillet 2010 ?  17:56, Kenneth Crocker
<kfcrocker at lbl.gov> a ?crit :
Horst,

Depending on how much SQL you want to see, you can see most of the
select and display SQL when you click "Advanced" at the top.

Kenn

On Tue, Jul 6, 2010 at 6:21 AM, Horst Kriegers <Horst.Kriegers at loro.ch>
wrote:


Hi Kenn,
thanks for your answer.
How can I see the QueryBuilder's executed query ?
Regards,
Horst

>>> Le Mardi, 6. Juillet 2010 ? 14:57, Kenneth Marshall <ktm at rice.edu>
a ?crit :
Hi Horst,

Is the query hitting the DB the same with the CLI versus
QueryBuilder? Maybe you are hitting a resource limit when
the request goes through the web server. Try checking the
system and web server logs to see if there is any more
information. If it is not generating the same query, then
that will give you a place to look for a problem. Good
luck. At least, there is a good consulting group available
should you need some expert assistance.

Regards,
Ken

On Mon, Jul 05, 2010 at 11:20:42AM +0200, Horst Kriegers wrote:
> I've tried in CLI mode and have no problem.
> The execution of request is quick.
> 
> Horst
> 
> >>> Le Lundi, 5. Juillet 2010 ?? 08:58, "Horst Kriegers"
> <Horst.Kriegers at loro.ch> a ??crit :
> Hi and tanks Kenn for your answer.
> 
> 
> RT_Config : Identical (not modified)
> 
> RT_SiteConfig - Differences are minimal : 
> - $rtname
> - $DatabasePort
> - $DatabaseUser
> - $DatabaseName
> - $ParseNewMessageForTicketCcs
> - $LogToFileNamed
> - $WebPort
> 
> And log files contains nothings special
> 
> 
> This behavior seem to appear by inserting Custom Fields in the
query.
> 
> 
> 
> Any idea where can I investigate to resolve this problem ?
> 
> 
> Horst
> 
> >>> Le Mercredi, 30. Juin 2010 ?? 16:53, Kenneth Crocker
> <kfcrocker at lbl.gov> a ??crit :
> Horst,
> 
> What are the differences in you RT_Config and RT_SiteConfig.pm
files?
> 
> Kenn
> LBNL
> 
> On Wed, Jun 30, 2010 at 7:32 AM, Horst Kriegers
> <Horst.Kriegers at loro.ch> wrote:
> 
> 
> Hi,
> Suze Linux 2.6.16
> RT 3.6.6
> Apache 2.2.6
> MySQL 5.1.45
> We have 2 instances of RT:
> - DEV for development
> - PRD for production
> A query created in RT's Query Builder on the DEV environment works
> fine.
> By creating the same query on the PRD environment froze until
timeout
> appear.
> I've tried to connect the RT DEV to MySQL PRD, all works fine.
> I've tried to connect the RT PRD to MySQL DEV, it froze.
> I've tried to compare the both RT's directory content, all seems to
be
> identical.
> How can I solve this probl??m ?
> Many thanks in advance.
> Horst
> 
> 
>
_______________________________________________________________________
> 
> Le contenu de ce courriel est uniquement r??serv?? ?? la personne ou
> l'organisme ?? qui il est destin??. Si vous n'??tes pas le
destinataire
> pr??vu, veuillez nous en informer au plus vite et d??truire le
pr??sent
> courriel. Dans ce cas, il ne vous est pas permis de copier ce
courriel,
> de le distribuer ou de l'utiliser de quelque mani??re que ce soit. 
>
_______________________________________________________________________
> 
> The content of this e-mail is intended only and solely for the use
of
> the named recipient or organisation. If you are not the named
recipient,
> please inform us immediately and delete the present e-mail. In this
> case, you are nor allowed to copy, distribute or use this e-mail in
any
> way. 
>
_______________________________________________________________________
> 
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com 
> 
> 
> 
> 
>
_______________________________________________________________________
> 
> Le contenu de ce courriel est uniquement r??serv?? ?? la personne ou
> l'organisme ?? qui il est destin??. Si vous n'??tes pas le
destinataire
> pr??vu, veuillez nous en informer au plus vite et d??truire le
pr??sent
> courriel. Dans ce cas, il ne vous est pas permis de copier ce
courriel,
> de le distribuer ou de l'utiliser de quelque mani??re que ce soit. 
>
_______________________________________________________________________
> 
> The content of this e-mail is intended only and solely for the use
of
> the named recipient or organisation. If you are not the named
recipient,
> please inform us immediately and delete the present e-mail. In this
> case, you are nor allowed to copy, distribute or use this e-mail in
any
> way. 
>
_______________________________________________________________________
> 
> 
> ___________________________________________________________
> Le contenu de ce courriel est uniquement r??serv?? ?? la personne ou

> l'organisme ?? qui il est destin??. Si vous n'??tes pas le
destinataire
> pr??vu, veuillez nous en informer au plus vite et d??truire le
pr??sent
> courriel. Dans ce cas, il ne vous est pas permis de copier ce
courriel,
> de le distribuer ou de l'utiliser de quelque mani??re que ce soit.
> 
> The content of this e-mail is intended only and solely for the use 
> of the named recipient or organisation. If you are not the named 
> recipient, please inform us immediately and delete the present
e-mail. 
> In this case, you are nor allowed to copy, distribute or use this 
> e-mail in any way.
> ___________________________________________________________

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


_______________________________________________________________________

Le contenu de ce courriel est uniquement r?serv? ? la personne ou
l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire
pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent
courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel,
de le distribuer ou de l'utiliser de quelque mani?re que ce soit. 
_______________________________________________________________________

The content of this e-mail is intended only and solely for the use of
the named recipient or organisation. If you are not the named recipient,
please inform us immediately and delete the present e-mail. In this
case, you are nor allowed to copy, distribute or use this e-mail in any
way. 
_______________________________________________________________________



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



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Le contenu de ce courriel est uniquement r?serv? ? la personne ou 
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From olejon at live.no  Thu Jul  8 08:25:33 2010
From: olejon at live.no (Jan Olsen)
Date: Thu, 8 Jul 2010 14:25:33 +0200
Subject: [rt-users] TemplateSnippet for requestor's real name
Message-ID: <SNT143-w238A5739F8418CB7E77236CEB40@phx.gbl>


Hi!

I am creating a template, and I want to include the requestor's full (real) name to it. What TemplateSnippet can I use?
 		 	   		  
_________________________________________________________________
Windows Live? Mail. Flere kontoer p? ett sted.
http://download.live.com/wlmail
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From fusco at wanagain.net  Thu Jul  8 09:25:27 2010
From: fusco at wanagain.net (Georghy)
Date: Thu, 08 Jul 2010 15:25:27 +0200
Subject: [rt-users] Disable auto reply if user not in RT database
Message-ID: <4C35D1C7.8010902@wanagain.net>

Hi everyone,
I'm searching for a way to disable auto reply to user if they are not in 
the RT DB
I think I had to create a custom action to do it
where can i get some info about custom condition/action how to do it and 
what are the
variable I can use ?
I think I should modify the scrip "On Create Autoreply To Requestors"
can you give me some tips ?
thanks

-- 
Cordialement / Greetings



From michael.campfield at gmail.com  Thu Jul  8 09:41:44 2010
From: michael.campfield at gmail.com (Michael Campfield)
Date: Thu, 08 Jul 2010 09:41:44 -0400
Subject: [rt-users] Unable to create users via rt-mailgate or web interface
Message-ID: <4C35D598.6070508@gmail.com>

Good Day!

I'm having a problem involving creation of internal users when a mail is 
received through the rt-mailgate.  I know this is a common problem but 
I've not been able to find a solution that worked for me.  If you have a 
few minutes can you glance at my various configs and perhaps point out 
my error?

The only big configuration change I'm using is running LDAP via 
ExternalAuth, which may in fact be my configuration problem. I'm running 
Request Tracker 3.8.7-1ubuntu2 on Ubuntu 10.04.  I've set Everyone to 
have CreateTicket privilege on the General queue, so that easy fix 
wasn't my problem.

Logging in via ExternalAuth works fine.


LOGS:

[Thu Jul  8 12:27:50 2010] [debug]: Guessed encoding: ascii 
(/usr/share/request-tracker3.8/lib/RT/I18N.pm:419)
[Thu Jul  8 12:27:50 2010] [debug]: Guessed encoding: ascii 
(/usr/share/request-tracker3.8/lib/RT/I18N.pm:419)
[Thu Jul  8 12:27:50 2010] [debug]: Converting 'ascii' to 'utf-8' for 
text/plain - TEST (/usr/share/request-tracker3.8/lib/RT/I18N.pm:231)
[Thu Jul  8 12:27:50 2010] [debug]: Going to create user with address 
'externalemail at FQDN' 
(/usr/share/request-tracker3.8/lib/RT/Interface/Email/Auth/MailFrom.pm:94)
[Thu Jul  8 12:27:50 2010] [debug]: 
RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::User 
/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm 
20 with: Comments: Autocreated on ticket submission, Disabled: 0, 
EmailAddress: externalemail at FQDN, Name: externalemail at FQDN, Password: , 
Privileged: 0, RealName: FULLNAME 
(/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:450) 

[Thu Jul  8 12:27:50 2010] [debug]: Attempting to get user info using 
this external service: DEPARTMENTAL_LDAP 
(/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:458) 

[Thu Jul  8 12:27:50 2010] [debug]: Attempting to use this 
canonicalization key: Name 
(/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472) 

[Thu Jul  8 12:27:50 2010] [debug]: LDAP Search ===  Base: 
ou=people,dc=department == Filter: 
(&(objectClass=posixAccount)(uid=externalemail at FQDN)) == Attrs: uid,uid 
(/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195) 

[Thu Jul  8 12:27:50 2010] [debug]: Attempting to use this 
canonicalization key: EmailAddress 
(/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472) 

[Thu Jul  8 12:27:50 2010] [debug]: LDAP Search ===  Base: 
ou=people,dc=department == Filter: 
(&(objectClass=posixAccount)(uid=externalemail at FQDN)) == Attrs: uid,uid 
(/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195) 

[Thu Jul  8 12:27:50 2010] [debug]: Attempting to use this 
canonicalization key: uid 
(/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472) 

[Thu Jul  8 12:27:50 2010] [debug]: This attribute ( uid ) is null or 
incorrectly defined in the attr_map for this service ( DEPARTMENTAL_LDAP 
) 
(/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:474) 

[Thu Jul  8 12:27:50 2010] [info]: 
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments: 
Autocreated on ticket submission, Disabled: 0, EmailAddress: 
externalemail at FQDN, Name: externalemail at FQDN, Password: , Privileged: 0, 
RealName: FULLNAME 
(/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536) 

[Thu Jul  8 12:27:50 2010] [crit]: User creation failed in mailgateway: 
Could not set user info 
(/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:244)
[Thu Jul  8 12:27:50 2010] [warning]: Couldn't load user 
'externalemail at FQDN'.giving up 
(/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:932)
[Thu Jul  8 12:27:50 2010] [crit]: User  'externalemail at FQDN' could not 
be loaded in the mail gateway 
(/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:244)
[Thu Jul  8 12:27:50 2010] [error]: RT could not load a valid user, and 
RT's configuration does not allow
for the creation of a new user for this email (externalemail at FQDN).

You might need to grant 'Everyone' the right 'CreateTicket' for the
queue General. (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:244)
[Thu Jul  8 12:27:51 2010] [error]: RT could not load a valid user, and 
RT's configuration does not allow
for the creation of a new user for your email. 
(/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:244)
[Thu Jul  8 12:27:51 2010] [error]: Could not record email: Could not 
load a valid user 
(/usr/share/request-tracker3.8/html/REST/1.0/NoAuth/mail-gateway:75)



CONFIGURATION FILES:

/etc/aliases:
...
rt3: "|/usr/bin/rt-mailgate --debug --queue 'General' --action 
correspond --url http://localhost/rt/"
?

/etc/request-tracker3.8/RT_SiteConfig.pm:
my $zone = "UTC";
$zone=`/bin/cat /etc/timezone`
     if -f "/etc/timezone";
chomp $zone;
Set($Timezone, $zone);
# end   /etc/request-tracker3.8/RT_SiteConfig.d/40-timezone
# start /etc/request-tracker3.8/RT_SiteConfig.d/50-debconf
# THE BASICS:

Set($rtname, 'FQDN');
Set($Organization, 'FQDN');

Set($CorrespondAddress , 'rt at FQDN');
Set($CommentAddress , 'rt-comment at FQDN');
Set($SendmailPath , "/usr/sbin/sendmail");
Set($SendmailArguments , "-oi -t");

Set($MaxAttachmentSize , 500000);
Set($FriendlyFromLineFormat, "\"%s\" <%s>");

Set($AutoCreateNonExternalUsers, true);


# Set($NotifyActor, 1);

# Absolute file name or relative to path in LogDir option.
Set($LogToFileNamed , "rt.log");
# Log level
Set($LogToFile      , 'debug');
Set($LogToScreen    , 'error');



# THE WEBSERVER:

Set($WebPath , "/rt");
Set($WebBaseURL , "https://FQDN");

# end   /etc/request-tracker3.8/RT_SiteConfig.d/50-debconf
# start /etc/request-tracker3.8/RT_SiteConfig.d/51-dbconfig-common
# THE DATABASE:
# generated by dbconfig-common

# map from dbconfig-common database types to their names as known by RT
my %typemap = (
     mysql   => 'mysql',
     pgsql   => 'Pg',
     sqlite3 => 'SQLite',
);

Set($DatabaseType, $typemap{mysql} || "UNKNOWN");

Set($DatabaseHost, 'localhost');
Set($DatabasePort, '3306');

Set($DatabaseUser , 'rtuser');
Set($DatabasePassword , 'password');

# SQLite needs a special case, since $DatabaseName must be a full pathname
my $dbc_dbname = 'rtdb'; if ( "mysql" eq "sqlite3" ) { Set 
($DatabaseName, '/var/lib/dbconfig-common/sqlite3/request-tracker3.8' . 
'/' . $dbc_dbname); } else { Set ($DatabaseName, $dbc_dbname); }
# end   /etc/request-tracker3.8/RT_SiteConfig.d/51-dbconfig-common

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

Set(@Plugins,(qw(RT::Authen::ExternalAuth)));
# The order in which the services defined in ExternalSettings
# should be used to authenticate users. User is authenticated
# if successfully confirmed by any service - no more services
# are checked.
Set($ExternalAuthPriority,  [   'DEPARTMENTAL_LDAP',
                             ]
);

# The order in which the services defined in ExternalSettings
# should be used to get information about users. This includes
# RealName, Tel numbers etc, but also whether or not the user
# should be considered disabled.
#
# Once user info is found, no more services are checked.
#
# You CANNOT use a SSO cookie for authentication.
Set($ExternalInfoPriority,  [   'DEPARTMENTAL_LDAP'
                             ]
);

# If this is set to true, then the relevant packages will
# be loaded to use SSL/TLS connections. At the moment,
# this just means "use Net::SSLeay;"
Set($ExternalServiceUsesSSLorTLS,    0);

# If this is set to 1, then users should be autocreated by RT
# as internal users if they fail to authenticate from an
# external service.
Set($AutoCreateNonExternalUsers,    0);

# These are the full settings for each external service as a HashOfHashes
# Note that you may have as many external services as you wish. They will
# be checked in the order specified in the Priority directives above.
# e.g.
# 
Set(ExternalAuthPriority,['My_LDAP','My_MySQL','My_Oracle','SecondaryLDAP','Other-DB']); 

#
Set($ExternalSettings,      {   # LDAP SERVICE
                                 'DEPARTMENTAL_LDAP'       =>  {   ## 
GENERIC SECTION
                                                         # The type of 
service (db/ldap/cookie)
                                                         'type' 
      =>  'ldap',
                                                         # The server 
hosting the service
                                                         'server' 
        =>  'FQDN',
                                                         ## 
SERVICE-SPECIFIC SECTION
                                                         # If you can 
bind to your LDAP server anonymously you should
                                                         # remove the 
user and pass config lines, otherwise specify them here:
                                                         #
                                                         # The username 
RT should use to connect to the LDAP server
                                                         #'user' 
        =>  'rt_ldap_username',
                                                         # The password 
RT should use to connect to the LDAP server
                                                         #'pass' 
      =>  'rt_ldap_password',


                                                         #
                                                         # The LDAP 
search base
                                                         'base' 
      =>  'ou=people,dc=department',
                                                         #
                                                         # ALL FILTERS 
MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES!
                                                         # YOU **MUST** 
SPECIFY A filter AND A d_filter!!
                                                         #
                                                         # The filter to 
use to match RT-Users
                                                         'filter' 
        =>  '(objectClass=posixAccount)',
                                                         # A catch-all 
example filter: '(objectClass=*)'
                                                         #
                                                         # The filter 
that will only match disabled users
                                                         'd_filter' 
          =>  '(objectClass=FooBarBaz)',
                                                         # A catch-none 
example d_filter: '(objectClass=FooBarBaz)'
                                                         #
                                                         # Should we try 
to use TLS to encrypt connections?
                                                         'tls' 
     =>  0,
                                                         # SSL Version 
to provide to Net::SSLeay *if* using SSL
                                                         'ssl_version' 
             =>  3,
                                                         # What other 
args should I pass to Net::LDAP->new($host, at args)?
                                                         'net_ldap_args' 
             => [    version =>  3   ],
                                                         # Does 
authentication depend on group membership? What group name?
#'group'                     =>  '',
                                                         # What is the 
attribute for the group object that determines membership?
#'group_attr'                =>  'memberUid',
                                                         ## RT ATTRIBUTE 
MATCHING SECTION
                                                         # The list of 
RT attributes that uniquely identify a user
							# This example shows what you *can* specify.. I recommend 
reducing this
                                                         # to just the 
Name and EmailAddress to save encountering problems later.

'attr_match_list'           => [    'Name',

                      'EmailAddress' => 'uid'

                  ],
                                                         # The mapping 
of RT attributes on to LDAP attributes
                                                         'attr_map' 
          =>  {   'Name' => 'uid',

                      'EmailAddress' => 'uid'

                  }
                                                     }
                                 }
);

1;





Thanks for any assistance!

Michael


From fusco at wanagain.net  Thu Jul  8 09:58:02 2010
From: fusco at wanagain.net (Georghy)
Date: Thu, 08 Jul 2010 15:58:02 +0200
Subject: [rt-users] Disable auto reply if user not in RT database
In-Reply-To: <4C35D1C7.8010902@wanagain.net>
References: <4C35D1C7.8010902@wanagain.net>
Message-ID: <4C35D96A.1060906@wanagain.net>

Georghy a ?crit :
> Hi everyone,
> I'm searching for a way to disable auto reply to user if they are not 
> in the RT DB
> I think I had to create a custom action to do it
> where can i get some info about custom condition/action how to do it 
> and what are the
> variable I can use ?
> I think I should modify the scrip "On Create Autoreply To Requestors"
> can you give me some tips ?
> thanks
>
Or is it possible to create user automaticaly or via an email send by 
Administrator with check box "Give acces to RT to this user" unchecked
The main goal is the user created will not have any response and cannot 
create ticket on RT via mail and cannot acces RT web page

-- 
Cordialement / Greetings



From peter at petermurfitt.com  Thu Jul  8 10:17:56 2010
From: peter at petermurfitt.com (Peter Murfitt)
Date: Thu, 8 Jul 2010 15:17:56 +0100
Subject: [rt-users] RT3.8.8 Custom Field Bug
Message-ID: <AANLkTingOqv_xlF5CQUBo2VQBb-N0ZOAkA_j5z4gVo9n@mail.gmail.com>

RT Users,

After some testing, it appears as though I have found a bug relating to the
display of custom fields when in the basics edit page.

We have some custom fields set up, so that some are SeeCustomField others
are ModifyCustomField and the rest have no permissions assigned. When on the
edit page, everything that ModifyCustomField is set for, are viewable and
editable just as I expect. However, when changing any of these, and hitting
save changes, every single Custom field applicable to that Queue/Globally
are suddenly visible entirely!

Of course when these are changed, and save changes is clicked again I am
shown Permission Denied, and then only the correct custom fields are shown
once more.

I've had a look at the code affecting this, and it seems to be the
share/html/Ticket/Elements/EditCustomFields which is the problem, on line
52:
% next unless $CustomField->CurrentUserHasRight('ModifyCustomField');
This seems to be true on every field upon a submit of the form, yet works
correctly when visiting the page initially. As a workaround, I changed the
line to:
% next unless $session{'CurrentUser'}->HasRight( Object => $CustomField,
Right => 'ModifyCustomField');
And this seems to have fixed it.

I'm not entirely sure if this is a bug with RT3.8.8 or if it was present in
previous releases, or it's just something with our specific setup.

Hopefully someone with a little more knowledge of the internal RT libs will
be able to confirm this!

Cheers,
Peter
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From justin.hayes at openbet.com  Thu Jul  8 11:18:04 2010
From: justin.hayes at openbet.com (Justin Hayes)
Date: Thu, 8 Jul 2010 16:18:04 +0100
Subject: [rt-users] 3.8.4 - Customers able to see tickets for queues they
	don't have rights on
Message-ID: <6958AA3C-4061-4331-99F0-C27CAF6C1F1E@openbet.com>

One of my customers has just alerted me to the fact that by doing a certain search they can list tickets they shouldn't be able to see.

For example they build this search

Status = 'open' OR Status = 'stalled' 

in Advanced and they can see rows returned for queues they do not have See Queue and Show Ticket rights for

However if you put ()s round the search it works correctly

(Status = 'open' OR Status = 'stalled')

This is on 3.8.4 - we've got 3.8.8 on a test system and it doesn't seem to be showing the same problem on there.

Anyone noticed this before??

I use UseSQLForACLChecks = 1. If I turn that off then at least they can't see things they shouldn't, but now the search results are very messed up and you might have to page until you can find a visible ticket.

Justin

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com



From kfcrocker at lbl.gov  Thu Jul  8 13:24:46 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 8 Jul 2010 10:24:46 -0700
Subject: [rt-users] How do I configure RT to not accept signature (vcard)
	attachments
Message-ID: <AANLkTilEr7fnid6B88gmysiexww2GntJWr8u2qiZfiJQ@mail.gmail.com>

To list,

I've finally determined where this VCard attachment is coming from.
Apparently, our Gmail offers the user the ability to attach a signature
verification attachment to the email. I guess this is so people will know it
is not spam or something.
Anyway, I don't want RT tickets cluttered up with these Vcard attachments.
How do I get RT to drop them. We don't need them.

Thanks.

Kenn
LBNL
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From ggreene at minervanetworks.com  Thu Jul  8 13:54:53 2010
From: ggreene at minervanetworks.com (Gary Greene)
Date: Thu, 08 Jul 2010 10:54:53 -0700
Subject: [rt-users] Two emails per ticket, please help me thin this down....
Message-ID: <C85B5EFD.58CAC%ggreene@minervanetworks.com>

For every ticket action from a privileged user, we're getting two email
messages. One is the comment, the other is the meta-transaction information
(when a ticket is given to a user, and such.) My manager has asked if there
is a way to trim that back to only the correspondence messages to lower the
chatter in his mailbox. Anyone know if there is a scrip I need to modify to
get the desired behaviour?

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



From falcone at bestpractical.com  Thu Jul  8 14:30:47 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 8 Jul 2010 14:30:47 -0400
Subject: [rt-users] TemplateSnippet for requestor's real name
In-Reply-To: <SNT143-w238A5739F8418CB7E77236CEB40@phx.gbl>
References: <SNT143-w238A5739F8418CB7E77236CEB40@phx.gbl>
Message-ID: <20100708183047.GH983@jibsheet.com>

On Thu, Jul 08, 2010 at 02:25:33PM +0200, Jan Olsen wrote:
>    I am creating a template, and I want to include the requestor's full (real) name to it. What
>    TemplateSnippet can I use?

Have you had a look at docs/templates.pod ?

-kevin
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From falcone at bestpractical.com  Thu Jul  8 14:36:30 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 8 Jul 2010 14:36:30 -0400
Subject: [rt-users] Unable to create users via rt-mailgate or web
 interface
In-Reply-To: <4C35D598.6070508@gmail.com>
References: <4C35D598.6070508@gmail.com>
Message-ID: <20100708183630.GI983@jibsheet.com>

On Thu, Jul 08, 2010 at 09:41:44AM -0400, Michael Campfield wrote:
> 
> I'm having a problem involving creation of internal users when a
> mail is received through the rt-mailgate.  I know this is a common
> problem but I've not been able to find a solution that worked for
> me.  If you have a few minutes can you glance at my various configs
> and perhaps point out my error?
> 
> The only big configuration change I'm using is running LDAP via
> ExternalAuth, which may in fact be my configuration problem. I'm
> running Request Tracker 3.8.7-1ubuntu2 on Ubuntu 10.04.  I've set
> Everyone to have CreateTicket privilege on the General queue, so
> that easy fix wasn't my problem.
> 
> [Thu Jul  8 12:27:50 2010] [debug]: This attribute ( uid ) is null
> or incorrectly defined in the attr_map for this service (
> DEPARTMENTAL_LDAP ) (/usr/local/share/request-tracker3.8/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:474)

You probably want to fix this warning

> [Thu Jul  8 12:27:50 2010] [crit]: User creation failed in
> mailgateway: Could not set user info

This implies you haven't set AutoCreateNonExternalUsers correctly

> Set($AutoCreateNonExternalUsers, true);
> Set($AutoCreateNonExternalUsers,    0);

And you haven't, you want that line once, and you want it set to 1
not a random bareword.

-kevin
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From falcone at bestpractical.com  Thu Jul  8 14:40:54 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 8 Jul 2010 14:40:54 -0400
Subject: [rt-users] Two emails per ticket,
 please help me thin this down....
In-Reply-To: <C85B5EFD.58CAC%ggreene@minervanetworks.com>
References: <C85B5EFD.58CAC%ggreene@minervanetworks.com>
Message-ID: <20100708184054.GJ983@jibsheet.com>

On Thu, Jul 08, 2010 at 10:54:53AM -0700, Gary Greene wrote:
> For every ticket action from a privileged user, we're getting two email
> messages. One is the comment, the other is the meta-transaction information
> (when a ticket is given to a user, and such.) My manager has asked if there
> is a way to trim that back to only the correspondence messages to lower the
> chatter in his mailbox. Anyone know if there is a scrip I need to modify to
> get the desired behaviour?

Sounds like you defined an On Transaction Notify AdminCcs with
template Transaction Scrip.

If you look at the message id of the email you don't want, it contains
a scrip-id in the second to last part of the left hand side.

-kevin
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From kfcrocker at lbl.gov  Thu Jul  8 14:50:45 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 8 Jul 2010 11:50:45 -0700
Subject: [rt-users] LDAP d filter question
Message-ID: <AANLkTim0xO19daMS1h-NPlkQs16La56hw9ql_DKDm4Jn@mail.gmail.com>

To list,

I noticed that the info for LDAP when using ExternalAuth mentions that you *
MUST* have a d filter defined.

My quick question is why? If my regular filter is working, anyone not
meeting that specification will be denied anyway, so why the *must* for the
d filter?

Kenn
LBNL
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From ggreene at minervanetworks.com  Thu Jul  8 15:06:19 2010
From: ggreene at minervanetworks.com (Gary Greene)
Date: Thu, 08 Jul 2010 12:06:19 -0700
Subject: [rt-users] Two emails per ticket,
 please help me thin this down....
In-Reply-To: <20100708184054.GJ983@jibsheet.com>
Message-ID: <C85B6FBB.58D47%ggreene@minervanetworks.com>

On 7/8/10 11:40 AM, "Kevin Falcone" <falcone at bestpractical.com> wrote:
> On Thu, Jul 08, 2010 at 10:54:53AM -0700, Gary Greene wrote:
>> For every ticket action from a privileged user, we're getting two email
>> messages. One is the comment, the other is the meta-transaction information
>> (when a ticket is given to a user, and such.) My manager has asked if there
>> is a way to trim that back to only the correspondence messages to lower the
>> chatter in his mailbox. Anyone know if there is a scrip I need to modify to
>> get the desired behaviour?
> 
> Sounds like you defined an On Transaction Notify AdminCcs with
> template Transaction Scrip.
> 
> If you look at the message id of the email you don't want, it contains
> a scrip-id in the second to last part of the left hand side.
> 
> -kevin

Thanks for the tip. This helped me figure out what the cause was. We had On
Owner Change, Notify Owner enabled. After removing that, it behaves how we
want :)

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



From rylach at gmail.com  Thu Jul  8 16:15:37 2010
From: rylach at gmail.com (=?ISO-8859-2?Q?Ryszard_=A3ach?=)
Date: Thu, 8 Jul 2010 22:15:37 +0200
Subject: [rt-users] How to debug segmentation fault
Message-ID: <AANLkTikwCIqiIJ9GfpBuAyy5UM9hZ1cURy9VbyKYP-_R@mail.gmail.com>

Hi.
I get sometimes segfault in apache's error log, at the same time some (never
the same) page in RT has blank content. Do you have any idea how to find the
buggy component/library?

TIA

R.

-- 
"First they ignore you. Then they laugh at you. Then they
fight you. Then you win." - Mohandas Gandhi.
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From falcone at bestpractical.com  Thu Jul  8 18:01:40 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 8 Jul 2010 18:01:40 -0400
Subject: [rt-users] LDAP d filter question
In-Reply-To: <AANLkTim0xO19daMS1h-NPlkQs16La56hw9ql_DKDm4Jn@mail.gmail.com>
References: <AANLkTim0xO19daMS1h-NPlkQs16La56hw9ql_DKDm4Jn@mail.gmail.com>
Message-ID: <20100708220140.GK983@jibsheet.com>

On Thu, Jul 08, 2010 at 11:50:45AM -0700, Kenneth Crocker wrote:
>    I noticed that the info for LDAP when using ExternalAuth mentions that you MUST have a d
>    filter defined.
> 
>    My quick question is why? If my regular filter is working, anyone not meeting that
>    specification will be denied anyway, so why the must for the d filter?

d_filter does not stand for denied filter, it stands for disabled
filter

"The filter that will only match disabled users"

If you leave it as the default there will be errors
If you set it to the same as your filter, everyone will be marked disabled.

If you don't need it, make it the empty string

-kevin

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From francois at catalyst.net.nz  Fri Jul  9 00:38:45 2010
From: francois at catalyst.net.nz (Francois Marier)
Date: Fri, 09 Jul 2010 16:38:45 +1200
Subject: [rt-users] RT performance enhancements
Message-ID: <1278650325.3860.42.camel@lynch.wgtn.cat-it.co.nz>

In case it helps others, I've just written a long blog post about what I
did to significantly speed up our instance of RT 3.6:

http://feeding.cloud.geek.nz/2010/07/improving-performance-of-request.html

Quick summary:

- serve Javascript and CSS statically
- replace rounded corner images with CSS
- merge Javscript and CSS files into 1 each

Our RT is now really snappy!

Cheers,
Francois
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From rajesh at freshtel.net  Fri Jul  9 00:51:21 2010
From: rajesh at freshtel.net (Rajesh Singh)
Date: Fri, 9 Jul 2010 14:51:21 +1000
Subject: [rt-users] RT performance enhancements
In-Reply-To: <1278650325.3860.42.camel@lynch.wgtn.cat-it.co.nz>
References: <1278650325.3860.42.camel@lynch.wgtn.cat-it.co.nz>
Message-ID: <0527B7FCDB7271488673CBDEC5DB2C0673E8DC@Mail01.mel.au.office.freshtel.net>

Would the same speed ups apply for 3.8.8?

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Francois Marier
Sent: Friday, 9 July 2010 2:39 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT performance enhancements

In case it helps others, I've just written a long blog post about what I did to significantly speed up our instance of RT 3.6:

http://feeding.cloud.geek.nz/2010/07/improving-performance-of-request.html

Quick summary:

- serve Javascript and CSS statically
- replace rounded corner images with CSS
- merge Javscript and CSS files into 1 each

Our RT is now really snappy!

Cheers,
Francois

From francois at catalyst.net.nz  Fri Jul  9 00:53:53 2010
From: francois at catalyst.net.nz (Francois Marier)
Date: Fri, 09 Jul 2010 16:53:53 +1200
Subject: [rt-users] RT performance enhancements
In-Reply-To: <0527B7FCDB7271488673CBDEC5DB2C0673E8DC@Mail01.mel.au.office.freshtel.net>
References: <1278650325.3860.42.camel@lynch.wgtn.cat-it.co.nz>
	<0527B7FCDB7271488673CBDEC5DB2C0673E8DC@Mail01.mel.au.office.freshtel.net>
Message-ID: <1278651233.3860.44.camel@lynch.wgtn.cat-it.co.nz>

On Fri, 2010-07-09 at 14:51 +1000, Rajesh Singh wrote:
> Would the same speed ups apply for 3.8.8?

I haven't tried it on RT 3.8, but I'm pretty sure you'd see similar
effects since the non-optimised graphs I see from a RT 3.8 instance are
very much like the 3.6 ones I had.

Cheers,
Francois
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From rajesh at freshtel.net  Fri Jul  9 01:16:09 2010
From: rajesh at freshtel.net (Rajesh Singh)
Date: Fri, 9 Jul 2010 15:16:09 +1000
Subject: [rt-users] RT performance enhancements
In-Reply-To: <1278651233.3860.44.camel@lynch.wgtn.cat-it.co.nz>
References: <1278650325.3860.42.camel@lynch.wgtn.cat-it.co.nz><0527B7FCDB7271488673CBDEC5DB2C0673E8DC@Mail01.mel.au.office.freshtel.net>
	<1278651233.3860.44.camel@lynch.wgtn.cat-it.co.nz>
Message-ID: <0527B7FCDB7271488673CBDEC5DB2C0673E8E0@Mail01.mel.au.office.freshtel.net>

Cheers, will give it a shot, and let the list know when I've done that :)

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Francois Marier
Sent: Friday, 9 July 2010 2:54 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT performance enhancements

On Fri, 2010-07-09 at 14:51 +1000, Rajesh Singh wrote:
> Would the same speed ups apply for 3.8.8?

I haven't tried it on RT 3.8, but I'm pretty sure you'd see similar effects since the non-optimised graphs I see from a RT 3.8 instance are very much like the 3.6 ones I had.

Cheers,
Francois

From olejon at live.no  Fri Jul  9 03:51:29 2010
From: olejon at live.no (Jan Olsen)
Date: Fri, 9 Jul 2010 09:51:29 +0200
Subject: [rt-users] TemplateSnippet for requestor's real name
In-Reply-To: <20100708183047.GH983@jibsheet.com>
References: <SNT143-w238A5739F8418CB7E77236CEB40@phx.gbl>,
	<20100708183047.GH983@jibsheet.com>
Message-ID: <SNT143-w24CED27A544364695AF53BCEB50@phx.gbl>


Sorry, I didn't understand/get anything out of it. Any help?
 
> Date: Thu, 8 Jul 2010 14:30:47 -0400
> From: falcone at bestpractical.com
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] TemplateSnippet for requestor's real name
> 
> On Thu, Jul 08, 2010 at 02:25:33PM +0200, Jan Olsen wrote:
> > I am creating a template, and I want to include the requestor's full (real) name to it. What
> > TemplateSnippet can I use?
> 
> Have you had a look at docs/templates.pod ?
> 
> -kevin
 		 	   		  
_________________________________________________________________
F? nye Windows Live? Messenger.
http://download.live.com/messenger
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From mike.peachey at jennic.com  Fri Jul  9 03:55:11 2010
From: mike.peachey at jennic.com (Mike Peachey)
Date: Fri, 09 Jul 2010 08:55:11 +0100
Subject: [rt-users] LDAP d filter question
In-Reply-To: <20100708220140.GK983@jibsheet.com>
References: <AANLkTim0xO19daMS1h-NPlkQs16La56hw9ql_DKDm4Jn@mail.gmail.com>
	<20100708220140.GK983@jibsheet.com>
Message-ID: <4C36D5DF.3040008@jennic.com>

Kevin Falcone wrote:
> On Thu, Jul 08, 2010 at 11:50:45AM -0700, Kenneth Crocker wrote:
>>    I noticed that the info for LDAP when using ExternalAuth mentions that you MUST have a d
>>    filter defined.
>>
>>    My quick question is why? If my regular filter is working, anyone not meeting that
>>    specification will be denied anyway, so why the must for the d filter?

It's just part of the way it's designed and the way LDAP filters are
generated. It's not brilliant, but it works well.


> If you don't need it, make it the empty string
> 
> -kevin

Have you tested that? I haven't checked within living memory, but my
general recommendation is to use something like (objectClass=ScoobyDoo)
so you guarantee not to match. I'm not sure than an empty string won't
cause a syntax failure on lookup.

-- 
Kind Regards,

__________________________________________________

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


From fusco at wanagain.net  Fri Jul  9 04:31:00 2010
From: fusco at wanagain.net (Georghy)
Date: Fri, 09 Jul 2010 10:31:00 +0200
Subject: [rt-users] French Accent template issue
Message-ID: <4C36DE44.80607@wanagain.net>

Hi folks,
I was trying to forward a ticket via forward command on the web GUI
when I received the mail, accent are formated like this : ??

Ceci est un ticket transf??r?? dont le num??ro est : #60

It seems that it is caused by wrong encoding somewhere
we check out database, apache and encoding is UTF-8
can you give me other ideas or config file to check out ?
what should I expect in apache and database encoding ?

-- 
Cordialement / Greetings



From ruz at bestpractical.com  Fri Jul  9 07:38:39 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 9 Jul 2010 15:38:39 +0400
Subject: [rt-users] French Accent template issue
In-Reply-To: <4C36DE44.80607@wanagain.net>
References: <4C36DE44.80607@wanagain.net>
Message-ID: <AANLkTilKKfn65h-bBYwybGAXOExWW4gbQYCVSU1IzeN0@mail.gmail.com>

Hello,

I believe it's subject of the email and you're not on the latest RT.
We fixed similar issue once. If you believe that it's different thing
then please send me content you changed and tell what version of RT
you're using.

On Fri, Jul 9, 2010 at 12:31 PM, Georghy <fusco at wanagain.net> wrote:
> Hi folks,
> I was trying to forward a ticket via forward command on the web GUI
> when I received the mail, accent are formated like this : ??
>
> Ceci est un ticket transf??r?? dont le num??ro est : #60
>
> It seems that it is caused by wrong encoding somewhere
> we check out database, apache and encoding is UTF-8
> can you give me other ideas or config file to check out ?
> what should I expect in apache and database encoding ?
>
> --
> Cordialement / Greetings
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From drasar at ics.muni.cz  Fri Jul  9 07:41:42 2010
From: drasar at ics.muni.cz (Martin Drasar)
Date: Fri, 09 Jul 2010 13:41:42 +0200
Subject: [rt-users] French Accent template issue
In-Reply-To: <4C36DE44.80607@wanagain.net>
References: <4C36DE44.80607@wanagain.net>
Message-ID: <4C370AF6.1010206@ics.muni.cz>

Dne 9.7.2010 10:31, Georghy napsal(a):
> Hi folks,
> I was trying to forward a ticket via forward command on the web GUI
> when I received the mail, accent are formated like this : ??
> 
> Ceci est un ticket transf??r?? dont le num??ro est : #60
> 
> It seems that it is caused by wrong encoding somewhere
> we check out database, apache and encoding is UTF-8
> can you give me other ideas or config file to check out ?
> what should I expect in apache and database encoding ?
> 

Hi Georghy,
we've had a same problem with Czech encoding but it got fixed once we
have switched to iso-8859-2 in RT_SiteConfig.pm

Set($EmailOutputEncoding , 'iso-8859-2');

-- 
Mgr. Martin Drasar                                   drasar at ics.muni.cz
CSIRT-MU, Network Security Department          http://www.muni.cz/csirt
Institute of Computer Science, Masaryk University, Brno, Czech Republic
                       PGP Key ID: 0x944BC925


From vojtech.vitasek at envinet.cz  Fri Jul  9 07:58:30 2010
From: vojtech.vitasek at envinet.cz (=?ISO-8859-2?Q?Vojt=ECch_Vit=E1sek?=)
Date: Fri, 09 Jul 2010 13:58:30 +0200
Subject: [rt-users] Custom Field Value Internationalization Everywhere
Message-ID: <4C370EE6.8030707@envinet.cz>

I would like to have the names and values of 
Custom Fields display in the interface in the 
preferred language of the user.

I found this problem in this thread, but this 
answer not solve values.
http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg19109.html

The my problem is display translated values of 
custom fields in "Ticket Queries" or "Search 
Results". Is possible translate custom field 
values there?

I use custom fields of type "Select one value".

Thanks

Vojta





From ruz at bestpractical.com  Fri Jul  9 08:15:32 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 9 Jul 2010 16:15:32 +0400
Subject: [rt-users] French Accent template issue
In-Reply-To: <4C370AF6.1010206@ics.muni.cz>
References: <4C36DE44.80607@wanagain.net>
	<4C370AF6.1010206@ics.muni.cz>
Message-ID: <AANLkTil7irfE0BUSvR3GtCNov49tmbJhR9vo1yqL9OjM@mail.gmail.com>

On Fri, Jul 9, 2010 at 3:41 PM, Martin Drasar <drasar at ics.muni.cz> wrote:
> Dne 9.7.2010 10:31, Georghy napsal(a):
>> Hi folks,
>> I was trying to forward a ticket via forward command on the web GUI
>> when I received the mail, accent are formated like this : ??
>>
>> Ceci est un ticket transf??r?? dont le num??ro est : #60
>>
>> It seems that it is caused by wrong encoding somewhere
>> we check out database, apache and encoding is UTF-8
>> can you give me other ideas or config file to check out ?
>> what should I expect in apache and database encoding ?
>>
>
> Hi Georghy,
> we've had a same problem with Czech encoding but it got fixed once we
> have switched to iso-8859-2 in RT_SiteConfig.pm
>
> Set($EmailOutputEncoding , 'iso-8859-2');

It's just a workaround rather then a proper fix.

> --
> Mgr. Martin Drasar ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? drasar at ics.muni.cz
> CSIRT-MU, Network Security Department ? ? ? ? ?http://www.muni.cz/csirt
> Institute of Computer Science, Masaryk University, Brno, Czech Republic
> ? ? ? ? ? ? ? ? ? ? ? PGP Key ID: 0x944BC925
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From fusco at wanagain.net  Fri Jul  9 08:32:34 2010
From: fusco at wanagain.net (Georghy)
Date: Fri, 09 Jul 2010 14:32:34 +0200
Subject: [rt-users] create user by mail
Message-ID: <4C3716E2.7080502@wanagain.net>

Hi folks,
I'm searching for a way to create deactivated user by sending a mail to 
the rt-mailgate
can you give me some clue to do something like this ?
thanks

-- 
Cordialement / Greetings



From jesse at bestpractical.com  Fri Jul  9 08:45:14 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 9 Jul 2010 14:45:14 +0200
Subject: [rt-users] RT performance enhancements
In-Reply-To: <1278651233.3860.44.camel@lynch.wgtn.cat-it.co.nz>
References: <1278650325.3860.42.camel@lynch.wgtn.cat-it.co.nz>
	<0527B7FCDB7271488673CBDEC5DB2C0673E8DC@Mail01.mel.au.office.freshtel.net>
	<1278651233.3860.44.camel@lynch.wgtn.cat-it.co.nz>
Message-ID: <20100709124514.GA5134@puppy>




On Fri  9.Jul'10 at 16:53:53 +1200, Francois Marier wrote:
> On Fri, 2010-07-09 at 14:51 +1000, Rajesh Singh wrote:
> > Would the same speed ups apply for 3.8.8?
> 
> I haven't tried it on RT 3.8, but I'm pretty sure you'd see similar
> effects since the non-optimised graphs I see from a RT 3.8 instance are
> very much like the 3.6 ones I had.

That's pretty surprising to me, as we're squishing CSS and marking
static objects as static and cacheable and are using -moz and
-webkit-border-radius for the corner rounding.  I'd be curious to see
what you're seeing.
> 
> Cheers,
> Francois



> 
> 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  Fri Jul  9 10:27:28 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 9 Jul 2010 10:27:28 -0400
Subject: [rt-users] LDAP d filter question
In-Reply-To: <4C36D5DF.3040008@jennic.com>
References: <AANLkTim0xO19daMS1h-NPlkQs16La56hw9ql_DKDm4Jn@mail.gmail.com>
	<20100708220140.GK983@jibsheet.com> <4C36D5DF.3040008@jennic.com>
Message-ID: <20100709142728.GL983@jibsheet.com>

On Fri, Jul 09, 2010 at 08:55:11AM +0100, Mike Peachey wrote:
> > If you don't need it, make it the empty string
> > 
> Have you tested that? I haven't checked within living memory, but my
> general recommendation is to use something like (objectClass=ScoobyDoo)
> so you guarantee not to match. I'm not sure than an empty string won't
> cause a syntax failure on lookup.

   unless ($d_filter) {
        # If we don't know how to check for disabled users, consider them all enabled.
        $RT::Logger->debug("No d_filter specified for this LDAP service (",
                            $service,
                            "), so considering all users enabled");
        return 0;
    }

-kevin

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From mike.peachey at jennic.com  Fri Jul  9 10:29:04 2010
From: mike.peachey at jennic.com (Mike Peachey)
Date: Fri, 09 Jul 2010 15:29:04 +0100
Subject: [rt-users] LDAP d filter question
In-Reply-To: <20100709142728.GL983@jibsheet.com>
References: <AANLkTim0xO19daMS1h-NPlkQs16La56hw9ql_DKDm4Jn@mail.gmail.com>	<20100708220140.GK983@jibsheet.com>
	<4C36D5DF.3040008@jennic.com> <20100709142728.GL983@jibsheet.com>
Message-ID: <4C373230.7000502@jennic.com>

Kevin Falcone wrote:
> On Fri, Jul 09, 2010 at 08:55:11AM +0100, Mike Peachey wrote:
>>> If you don't need it, make it the empty string
>>>
>> Have you tested that? I haven't checked within living memory, but my
>> general recommendation is to use something like (objectClass=ScoobyDoo)
>> so you guarantee not to match. I'm not sure than an empty string won't
>> cause a syntax failure on lookup.
> 
>    unless ($d_filter) {
>         # If we don't know how to check for disabled users, consider them all enabled.
>         $RT::Logger->debug("No d_filter specified for this LDAP service (",
>                             $service,
>                             "), so considering all users enabled");
>         return 0;
>     }
> 
> -kevin

Ah yes.
-- 
Kind Regards,

__________________________________________________

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


From elacour at easter-eggs.com  Fri Jul  9 10:33:24 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 9 Jul 2010 16:33:24 +0200
Subject: [rt-users] RT performance enhancements
In-Reply-To: <20100709124514.GA5134@puppy>
References: <1278650325.3860.42.camel@lynch.wgtn.cat-it.co.nz>
	<0527B7FCDB7271488673CBDEC5DB2C0673E8DC@Mail01.mel.au.office.freshtel.net>
	<1278651233.3860.44.camel@lynch.wgtn.cat-it.co.nz>
	<20100709124514.GA5134@puppy>
Message-ID: <20100709143324.GF21314@easter-eggs.com>

On Fri, Jul 09, 2010 at 02:45:14PM +0200, Jesse Vincent wrote:
> 
> 
> 
> On Fri  9.Jul'10 at 16:53:53 +1200, Francois Marier wrote:
> > On Fri, 2010-07-09 at 14:51 +1000, Rajesh Singh wrote:
> > > Would the same speed ups apply for 3.8.8?
> > 
> > I haven't tried it on RT 3.8, but I'm pretty sure you'd see similar
> > effects since the non-optimised graphs I see from a RT 3.8 instance are
> > very much like the 3.6 ones I had.
> 
> That's pretty surprising to me, as we're squishing CSS and marking
> static objects as static and cacheable and are using -moz and
> -webkit-border-radius for the corner rounding.  I'd be curious to see
> what you're seeing.
>

Test was made on 3.6 which uses images for round corners, css squishing
was here, but not for js. In 3.8 there were also some fixes around
caching of static files.

So this test should be run on 3.8.8, and it should not show such
problems ;)




From vaclav.ovsik at i.cz  Fri Jul  9 11:12:19 2010
From: vaclav.ovsik at i.cz (=?iso-8859-1?Q?V=E1clav_Ovs=EDk?=)
Date: Fri, 9 Jul 2010 17:12:19 +0200
Subject: [rt-users] PostgreSQL fulltext based on trigrams
Message-ID: <20100709151219.GA2111@bobek.localdomain>

Hi,
for those not satisfied with PostgreSQL full text search (no substring
support)...
http://wiki.bestpractical.com/view/PostgreSQLFullTextTrgm
Limitations
 * minimal word length 3 chars,
 * maybe false matches at some conditions
Any comments appreciated
Regards
-- 
Zito


From ryans at ssww.com  Fri Jul  9 11:39:30 2010
From: ryans at ssww.com (Ryan Stepalavich)
Date: Fri, 09 Jul 2010 11:39:30 -0400
Subject: [rt-users] How do I best clean out a RT database?
In-Reply-To: <mailman.4095.1278685558.1873.rt-users@lists.bestpractical.com>
References: <mailman.4095.1278685558.1873.rt-users@lists.bestpractical.com>
Message-ID: <4C3742B2.9010509@ssww.com>

We've been running RT since 2001. Our Attachments table in the MySQL 
database has reached over 1.3GB in size. What's the best way to go about 
cleaning that up?

I had thought that a simple "DELETE FROM Attachments WHERE Created < 
"2008*"" would do the trick. That would easily clean up 2/3s of the 
database. Is there a best practices method to go about doing this?

We're on RT 3.6.6

-- 


Ryan Stepalavich
Systems Administrator
S&S Worldwide, Inc.
(800) 537-3451 Ext. 2195
http://www.ssww.com




From damonwang at uchicago.edu  Fri Jul  9 13:20:56 2010
From: damonwang at uchicago.edu (Damon Wang)
Date: Fri, 9 Jul 2010 12:20:56 -0500
Subject: [rt-users] how to notify cc/admincc by cc instead of bcc?
In-Reply-To: <20100707220737.GF983@jibsheet.com>
References: <AANLkTinAyL-n8Evwl5PV3M-2bNe6j1NGin8aXaaxQX72@mail.gmail.com>
	<20100707220737.GF983@jibsheet.com>
Message-ID: <20100709172054.GL2215@rigel.cs.uchicago.edu>

Hello Kevin,

> > Can RT can be configured to send notices to Cc/AdminCc watchers with their
> > email addresses in the Cc: or To: header instead of Bcc: ?
> 
> You'd have to change lib/RT/Action/Notify.pm

Hmm...Yes, I did get this to work, but I'm not looking forward to
supporting an in-house patch through the next updates. 

Is there any interest in having this coded up pretty with a config
setting to turn it on and off, to accept back into the 3.8? I'm just
really not a big fan of running guerilla patched software.

Yours,
Damon Wang


From vadud3 at gmail.com  Fri Jul  9 13:52:13 2010
From: vadud3 at gmail.com (Asif Iqbal)
Date: Fri, 9 Jul 2010 13:52:13 -0400
Subject: [rt-users] need some explanation on rt.log data
Message-ID: <AANLkTimuT1g_VI3C0xAXilZvoUCHFjpPbxVG2pZlINke@mail.gmail.com>

Hi All

I noticed about 60% of all rt.log has a token in the following format

  <rt-3.8.2-16815-1278696300-880.767036-185-0 at rt.example.net>

and some of those are followed by the ticket number, transaction
number and Scrip number after that
like this

  <rt-3.8.2-16075-1278695671-112.767031-174-0 at rt.example.net>
#767031/4506465 - Scrip 174 ...

Is there a to find out what are those numbers mean?

Obviously..
   767031 in that <..token> is the ticket number.
   rt-3.8.2 is the RT version
   1278695671 is probably the epoch time

But, what are the other numbers represents ?

-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?


From ruz at bestpractical.com  Fri Jul  9 14:36:00 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 9 Jul 2010 22:36:00 +0400
Subject: [rt-users] How do I best clean out a RT database?
In-Reply-To: <4C3742B2.9010509@ssww.com>
References: <mailman.4095.1278685558.1873.rt-users@lists.bestpractical.com>
	<4C3742B2.9010509@ssww.com>
Message-ID: <AANLkTinTmDikK8rQV5pzRKC-hrvYeESYAvm9IKjssfDT@mail.gmail.com>

Hello,

You can do delete from attachments, probably history of those old
tickets will be just empty without any content. You can download
shredder extension from CPAN. Upgrade to 3.8.x where shredder right in
core. If you upgrade to 3.8 then you can use dirty deletion tool from
RT-Extension-Utils. This one is just set of SQL queries that drop all
tickets with status equal to 'deleted' without any backups, but very
fast.

Note that ibdata files in this case stay at the same size, but space
got reused later.

On Fri, Jul 9, 2010 at 7:39 PM, Ryan Stepalavich <ryans at ssww.com> wrote:
> We've been running RT since 2001. Our Attachments table in the MySQL
> database has reached over 1.3GB in size. What's the best way to go about
> cleaning that up?
>
> I had thought that a simple "DELETE FROM Attachments WHERE Created <
> "2008*"" would do the trick. That would easily clean up 2/3s of the
> database. Is there a best practices method to go about doing this?
>
> We're on RT 3.6.6
>
> --
>
>
> Ryan Stepalavich
> Systems Administrator
> S&S Worldwide, Inc.
> (800) 537-3451 Ext. 2195
> http://www.ssww.com
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From kfcrocker at lbl.gov  Fri Jul  9 14:45:41 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 9 Jul 2010 11:45:41 -0700
Subject: [rt-users] need some explanation on rt.log data
In-Reply-To: <AANLkTimuT1g_VI3C0xAXilZvoUCHFjpPbxVG2pZlINke@mail.gmail.com>
References: <AANLkTimuT1g_VI3C0xAXilZvoUCHFjpPbxVG2pZlINke@mail.gmail.com>
Message-ID: <AANLkTintUWGK8uGE5SAe50-Pj3MJOZJUw-ZW4SvmkaRT@mail.gmail.com>

Asif,

Sometimes, depending on the message, the number refers to the script being
acted on or a user ID or a QueueID, etc. That's about all I know.

Kenn
LBNL

On Fri, Jul 9, 2010 at 10:52 AM, Asif Iqbal <vadud3 at gmail.com> wrote:

> Hi All
>
> I noticed about 60% of all rt.log has a token in the following format
>
>  <rt-3.8.2-16815-1278696300-880.767036-185-0 at rt.example.net>
>
> and some of those are followed by the ticket number, transaction
> number and Scrip number after that
> like this
>
>  <rt-3.8.2-16075-1278695671-112.767031-174-0 at rt.example.net>
> #767031/4506465 - Scrip 174 ...
>
> Is there a to find out what are those numbers mean?
>
> Obviously..
>   767031 in that <..token> is the ticket number.
>   rt-3.8.2 is the RT version
>   1278695671 is probably the epoch time
>
> But, what are the other numbers represents ?
>
> --
> Asif Iqbal
> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
> A: Because it messes up the order in which people normally read text.
> Q: Why is top-posting such a bad thing?
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From vadud3 at gmail.com  Fri Jul  9 15:11:53 2010
From: vadud3 at gmail.com (Asif Iqbal)
Date: Fri, 9 Jul 2010 15:11:53 -0400
Subject: [rt-users] need some explanation on rt.log data
In-Reply-To: <AANLkTintUWGK8uGE5SAe50-Pj3MJOZJUw-ZW4SvmkaRT@mail.gmail.com>
References: <AANLkTimuT1g_VI3C0xAXilZvoUCHFjpPbxVG2pZlINke@mail.gmail.com> 
	<AANLkTintUWGK8uGE5SAe50-Pj3MJOZJUw-ZW4SvmkaRT@mail.gmail.com>
Message-ID: <AANLkTilD_xvAKsupPO6wAmDzR2d0DCsFAGUnRco-TiFV@mail.gmail.com>

On Fri, Jul 9, 2010 at 2:45 PM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:
> Asif,
>
> Sometimes, depending on the message, the number refers to the script being
> acted on or a user ID or a QueueID, etc. That's about all I know.

Hmm.. I went through 34000 lines of rt.log and I could not match my
user id or queue id
any where.

I am an active user resolving tickets. I also manage this box.

>
> Kenn
> LBNL
>
> On Fri, Jul 9, 2010 at 10:52 AM, Asif Iqbal <vadud3 at gmail.com> wrote:
>>
>> Hi All
>>
>> I noticed about 60% of all rt.log has a token in the following format
>>
>> ?<rt-3.8.2-16815-1278696300-880.767036-185-0 at rt.example.net>
>>
>> and some of those are followed by the ticket number, transaction
>> number and Scrip number after that
>> like this
>>
>> ?<rt-3.8.2-16075-1278695671-112.767031-174-0 at rt.example.net>
>> #767031/4506465 - Scrip 174 ...
>>
>> Is there a to find out what are those numbers mean?
>>
>> Obviously..
>> ? 767031 in that <..token> is the ticket number.
>> ? rt-3.8.2 is the RT version
>> ? 1278695671 is probably the epoch time
>>
>> But, what are the other numbers represents ?
>>
>> --
>> Asif Iqbal
>> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
>> A: Because it messes up the order in which people normally read text.
>> Q: Why is top-posting such a bad thing?
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?


From jeffrey_lee at harvard.edu  Fri Jul  9 15:31:27 2010
From: jeffrey_lee at harvard.edu (Lee, Jeffrey)
Date: Fri, 9 Jul 2010 15:31:27 -0400
Subject: [rt-users] Redhat Enterprise 5.5 install errors
Message-ID: <1792577DCB731446AA4D874F1342736E2D59612C@FASXCH02.fasmail.priv>

Hi all,

I am trying to install RT 3.8.8 on a RedHat Enterprise 5.5 server. I've been able to get most of the dependencies installed except I am running into an XML::RSS dependencies error and an XML::Parser error. Has anyone else run into this issue installing RT on RHEL5 servers? Does anyone have any suggestions?

Thanks,

Jeff
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From gagel at cnc.bc.ca  Fri Jul  9 15:45:55 2010
From: gagel at cnc.bc.ca (Kevin Gagel)
Date: Fri, 09 Jul 2010 12:45:55 -0700
Subject: [rt-users] Redhat Enterprise 5.5 install errors
Message-ID: <4c377c73.698.ca4.3530@cnc.bc.ca>

Enter into Perl:
perl -MCPAN -e shell

Have perl recomend updateds:
r

Update the XML::RSS and XML::Parser modules and any others that RT is 
using.

Kevin W. Gagel

Network Administrator
College of New Caledonia
My Blog:
http://mail.cnc.bc.ca/blogs/gagel
My Shared Files:
http://mail.cnc.bc.ca/users/gagel


On Friday 09/07/2010 at 12:37 pm, "Lee, Jeffrey"  wrote:
>
>
> Hi all,
>
> I am trying to install RT 3.8.8 on a RedHat Enterprise 5.5 server. 
> I?ve been able to get most of the dependencies installed except I am 
> running into an XML::RSS dependencies error and an XML::Parser error. 
> Has anyone else run into this issue installing RT on RHEL5 servers? 
> Does anyone have any suggestions?
>
> Thanks,
>
> Jeff



-------------------------------------------------------------------
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From jeffrey_lee at harvard.edu  Fri Jul  9 15:52:50 2010
From: jeffrey_lee at harvard.edu (Lee, Jeffrey)
Date: Fri, 9 Jul 2010 15:52:50 -0400
Subject: [rt-users] Redhat Enterprise 5.5 install errors
In-Reply-To: <4c377c73.698.ca4.3530@cnc.bc.ca>
References: <4c377c73.698.ca4.3530@cnc.bc.ca>
Message-ID: <1792577DCB731446AA4D874F1342736E2D596141@FASXCH02.fasmail.priv>

It states that all modules are up to date for XML::RSS and XML::Parser. But I am still running into a dependencies fail when I run make fixdeps.

-Jeff


From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Gagel
Sent: Friday, July 09, 2010 3:46 PM
To: RT Users
Subject: Re: [rt-users] Redhat Enterprise 5.5 install errors

Enter into Perl:
perl -MCPAN -e shell

Have perl recomend updateds:
r

Update the XML::RSS and XML::Parser modules and any others that RT is using.

Kevin W. Gagel
Network Administrator
College of New Caledonia
My Blog:
http://mail.cnc.bc.ca/blogs/gagel
My Shared Files:
http://mail.cnc.bc.ca/users/gagel


On Friday 09/07/2010 at 12:37 pm, "Lee, Jeffrey" wrote:
Hi all,

I am trying to install RT 3.8.8 on a RedHat Enterprise 5.5 server. I?ve been able to get most of the dependencies installed except I am running into an XML::RSS dependencies error and an XML::Parser error. Has anyone else run into this issue installing RT on RHEL5 servers? Does anyone have any suggestions?

Thanks,

Jeff

________________________________
The College of New Caledonia
Visit us at http://www.cnc.bc.ca
Virus scanning is done on all incoming and outgoing email
Anti-spam information for CNC can be found at http://gateway.cnc.bc.ca
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From gagel at cnc.bc.ca  Fri Jul  9 16:02:26 2010
From: gagel at cnc.bc.ca (Kevin Gagel)
Date: Fri, 09 Jul 2010 13:02:26 -0700
Subject: [rt-users] Redhat Enterprise 5.5 install errors
Message-ID: <4c378052.698.a84.aea@cnc.bc.ca>

You'll have to tackle them one at a time then...



Kevin W. Gagel
Network Administrator
College of New Caledonia
My Blog:
http://mail.cnc.bc.ca/blogs/gagel
My Shared Files:
http://mail.cnc.bc.ca/users/gagel


>
> --- Original message ---
> Subject: RE: [rt-users] Redhat Enterprise 5.5 install errors
> From: "Lee, Jeffrey" <jeffrey_lee at harvard.edu>
> To: Kevin Gagel <gagel at cnc.bc.ca>, RT Users 
> <RT-Users at lists.bestpractical.com>
> Date: Friday, 09/07/2010 12:53 PM
>
>
>
> It states that all modules are up to date for XML::RSS and 
> XML::Parser. But I am still running into a dependencies fail when I 
> run make fixdeps.
>
> -Jeff
>
>
>
>
> From:rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin 
> Gagel
> Sent: Friday, July 09, 2010 3:46 PM
> To: RT Users
> Subject: Re: [rt-users] Redhat Enterprise 5.5 install errors
>
> Enter into Perl:
> perl -MCPAN -e shell
>
> Have perl recomend updateds:
> r
>
> Update the XML::RSS and XML::Parser modules and any others that RT is 
> using.
>
> Kevin W. Gagel
>
> Network Administrator
> College of New Caledonia
> My Blog:
> http://mail.cnc.bc.ca/blogs/gagel
> My Shared Files:
> http://mail.cnc.bc.ca/users/gagel
>
>
> On Friday 09/07/2010 at 12:37 pm, "Lee, Jeffrey" wrote:
>
>
> Hi all,
>
> I am trying to install RT 3.8.8 on a RedHat Enterprise 5.5 server. 
> I?ve been able to get most of the dependencies installed except I am 
> running into an XML::RSS dependencies error and an XML::Parser error. 
> Has anyone else run into this issue installing RT on RHEL5 servers? 
> Does anyone have any suggestions?
>
> Thanks,
>
> Jeff
>
>
> The College of New Caledonia
> Visit us at http://www.cnc.bc.ca
> Virus scanning is done on all incoming and outgoing email
> Anti-spam information for CNC can be found at http://gateway.cnc.bc.ca
>



-------------------------------------------------------------------
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From jeffrey_lee at harvard.edu  Fri Jul  9 16:14:09 2010
From: jeffrey_lee at harvard.edu (Lee, Jeffrey)
Date: Fri, 9 Jul 2010 16:14:09 -0400
Subject: [rt-users] Redhat Enterprise 5.5 install errors
In-Reply-To: <4c378052.698.a84.aea@cnc.bc.ca>
References: <4c378052.698.a84.aea@cnc.bc.ca>
Message-ID: <1792577DCB731446AA4D874F1342736E2D59615E@FASXCH02.fasmail.priv>

This is the error I?m getting from testdependencies:

XML::RSS ...MISSING
                Can't locate XML/Parser.pm in @INC (@INC contains: /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 /usr/local/rt3.8.8) at /usr/lib/perl5/site_perl/5.8.8/XML/RSS.pm line 7.

And here is s snippet of the error I get from CPAN when I try to install XML::Parser

Expat.c:2917: warning: ISO C90 forbids mixed declarations and code
Expat.xs:2194: error: ?parser? undeclared (first use in this function)
Expat.xs:2205: warning: unused variable ?pret?
Expat.xs:2194: warning: unused variable ?cbv?
Expat.xs:2192: warning: unused variable ?type?
make[1]: *** [Expat.o] Error 1
make[1]: Leaving directory `/root/.cpan/build/XML-Parser-2.36-ak0ybX/Expat'
make: *** [subdirs] Error 2
  MSERGEANT/XML-Parser-2.36.tar.gz
  /usr/bin/make -- NOT OK
Running make test
  Can't test without successful make
Running make install
  Make had returned bad status, install seems impossible
Failed during this command:
 MSERGEANT/XML-Parser-2.36.tar.gz             : make NO

I?m not sure what more I can do.

-Jeff
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Gagel
Sent: Friday, July 09, 2010 4:02 PM
Cc: RT Users
Subject: Re: [rt-users] Redhat Enterprise 5.5 install errors

You'll have to tackle them one at a time then...

Kevin W. Gagel
Network Administrator
College of New Caledonia
My Blog:
http://mail.cnc.bc.ca/blogs/gagel
My Shared Files:
http://mail.cnc.bc.ca/users/gagel



--- Original message ---
Subject: RE: [rt-users] Redhat Enterprise 5.5 install errors
From: "Lee, Jeffrey" <jeffrey_lee at harvard.edu>
To: Kevin Gagel <gagel at cnc.bc.ca>, RT Users <RT-Users at lists.bestpractical.com>
Date: Friday, 09/07/2010 12:53 PM


It states that all modules are up to date for XML::RSS and XML::Parser. But I am still running into a dependencies fail when I run make fixdeps.

-Jeff


From:rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Gagel
Sent: Friday, July 09, 2010 3:46 PM
To: RT Users
Subject: Re: [rt-users] Redhat Enterprise 5.5 install errors

Enter into Perl:
perl -MCPAN -e shell

Have perl recomend updateds:
r

Update the XML::RSS and XML::Parser modules and any others that RT is using.

Kevin W. Gagel
Network Administrator
College of New Caledonia
My Blog:
http://mail.cnc.bc.ca/blogs/gagel
My Shared Files:
http://mail.cnc.bc.ca/users/gagel


On Friday 09/07/2010 at 12:37 pm, "Lee, Jeffrey" wrote:
Hi all,

I am trying to install RT 3.8.8 on a RedHat Enterprise 5.5 server. I?ve been able to get most of the dependencies installed except I am running into an XML::RSS dependencies error and an XML::Parser error. Has anyone else run into this issue installing RT on RHEL5 servers? Does anyone have any suggestions?

Thanks,

Jeff

________________________________
The College of New Caledonia
Visit us at http://www.cnc.bc.ca
Virus scanning is done on all incoming and outgoing email
Anti-spam information for CNC can be found at http://gateway.cnc.bc.ca
________________________________

________________________________
The College of New Caledonia
Visit us at http://www.cnc.bc.ca
Virus scanning is done on all incoming and outgoing email
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From mark.jenks at iodincorporated.com  Fri Jul  9 17:13:34 2010
From: mark.jenks at iodincorporated.com (Mark Jenks)
Date: Fri, 9 Jul 2010 16:13:34 -0500
Subject: [rt-users] Asset Tracker - Cloning.
Message-ID: <C04C91F114EEFC4FBC8D74033F1D859A0B2F1045@imcmail2.imcwi.com>

I am running 3.8.8 and am trying to add the cloning to the asset tracker
using this:

 

http://code.google.com/p/asset-tracker-4rt/wiki/AssetCloning

 

Where does the first section go?  I already have a "Default" file, and
don't understand where to install that.

 

Everything I try to do, either removed the Asset button on the left, or
breaks it completely.

 

Thanks!

 

-Mark

 

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

Mark Jenks

Network Administrator

iod incorporated

mark.jenks at iodincorporated.com <mailto:mark.jenks at iodincorporated.com> 

920-406-3702

 


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From gagel at cnc.bc.ca  Fri Jul  9 17:17:44 2010
From: gagel at cnc.bc.ca (Kevin Gagel)
Date: Fri, 09 Jul 2010 14:17:44 -0700
Subject: [rt-users] Redhat Enterprise 5.5 install errors
Message-ID: <4c3791f8.698.180.1582@cnc.bc.ca>

cd into:
/root/.cpan/build/XML-Parser-2.36-ak0ybX

I've found that I can trace problem's a little better by trying to do 
it  manually.
Try running make from there and see if you get anything more meaning 
full in terms of error messages.
If make works then try "make test". That may or may not work. If does 
and says something to the effect that is was successful then run "make 
install".

Beyond that I don't think I help you much more. At least not unless 
there are more meaning full error messages at that level.



Kevin W. Gagel
Network Administrator
College of New Caledonia
My Blog:
http://mail.cnc.bc.ca/blogs/gagel
My Shared Files:
http://mail.cnc.bc.ca/users/gagel


>
> --- Original message ---
> Subject: RE: [rt-users] Redhat Enterprise 5.5 install errors
> From: "Lee, Jeffrey" <jeffrey_lee at harvard.edu>
> To: Kevin Gagel <gagel at cnc.bc.ca>
> Cc: RT Users <RT-Users at lists.bestpractical.com>
> Date: Friday, 09/07/2010 1:14 PM
>
>
>
> This is the error I?m getting from testdependencies:
>
> XML::RSS ...MISSING
>                Can't locate XML/Parser.pm in @INC (@INC contains: 
> /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi 
> /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl 
> /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi 
> /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl 
> /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 
> /usr/local/rt3.8.8) at /usr/lib/perl5/site_perl/5.8.8/XML/RSS.pm line 
> 7.
>
> And here is s snippet of the error I get from CPAN when I try to 
> install XML::Parser
>
> Expat.c:2917: warning: ISO C90 forbids mixed declarations and code
> Expat.xs:2194: error: ?parser? undeclared (first use in this 
> function)
> Expat.xs:2205: warning: unused variable ?pret?
> Expat.xs:2194: warning: unused variable ?cbv?
> Expat.xs:2192: warning: unused variable ?type?
> make[1]: *** [Expat.o] Error 1
> make[1]: Leaving directory 
> `/root/.cpan/build/XML-Parser-2.36-ak0ybX/Expat'
> make: *** [subdirs] Error 2
>  MSERGEANT/XML-Parser-2.36.tar.gz
>  /usr/bin/make -- NOT OK
> Running make test
>  Can't test without successful make
> Running make install
>  Make had returned bad status, install seems impossible
> Failed during this command:
> MSERGEANT/XML-Parser-2.36.tar.gz             : make NO
>
> I?m not sure what more I can do.
>
> -Jeff
>
>
> From:rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin 
> Gagel
> Sent: Friday, July 09, 2010 4:02 PM
> Cc: RT Users
> Subject: Re: [rt-users] Redhat Enterprise 5.5 install errors
>
> You'll have to tackle them one at a time then...
>
>
>
> Kevin W. Gagel
> Network Administrator
> College of New Caledonia
> My Blog:
> http://mail.cnc.bc.ca/blogs/gagel
> My Shared Files:
> http://mail.cnc.bc.ca/users/gagel
>
>
>
>
> --- Original message ---
> Subject: RE: [rt-users] Redhat Enterprise 5.5 install errors
> From: "Lee, Jeffrey" <jeffrey_lee at harvard.edu>
> To: Kevin Gagel <gagel at cnc.bc.ca>, RT Users 
> <RT-Users at lists.bestpractical.com>
> Date: Friday, 09/07/2010 12:53 PM
>
>
>
>
>
> It states that all modules are up to date for XML::RSS and 
> XML::Parser. But I am still running into a dependencies fail when I 
> run make fixdeps.
>
> -Jeff
>
>
>
>
> From:rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin 
> Gagel
> Sent: Friday, July 09, 2010 3:46 PM
> To: RT Users
> Subject: Re: [rt-users] Redhat Enterprise 5.5 install errors
>
> Enter into Perl:
> perl -MCPAN -e shell
>
> Have perl recomend updateds:
> r
>
> Update the XML::RSS and XML::Parser modules and any others that RT is 
> using.
>
> Kevin W. Gagel
>
> Network Administrator
> College of New Caledonia
> My Blog:
> http://mail.cnc.bc.ca/blogs/gagel
> My Shared Files:
> http://mail.cnc.bc.ca/users/gagel
>
>
> On Friday 09/07/2010 at 12:37 pm, "Lee, Jeffrey" wrote:
>
>
> Hi all,
>
> I am trying to install RT 3.8.8 on a RedHat Enterprise 5.5 server. 
> I?ve been able to get most of the dependencies installed except I am 
> running into an XML::RSS dependencies error and an XML::Parser error. 
> Has anyone else run into this issue installing RT on RHEL5 servers? 
> Does anyone have any suggestions?
>
> Thanks,
>
> Jeff
>
>
> The College of New Caledonia
> Visit us at http://www.cnc.bc.ca
> Virus scanning is done on all incoming and outgoing email
> Anti-spam information for CNC can be found at http://gateway.cnc.bc.ca
>
>
>
> The College of New Caledonia
> Visit us at http://www.cnc.bc.ca
> Virus scanning is done on all incoming and outgoing email
> Anti-spam information for CNC can be found at http://gateway.cnc.bc.ca
>



-------------------------------------------------------------------
The College of New Caledonia
Visit us at http://www.cnc.bc.ca
Virus scanning is done on all incoming and outgoing email.
Anti-spam information for CNC can be found at http://gateway.cnc.bc.ca
-------------------------------------------------------------------
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From francois at catalyst.net.nz  Fri Jul  9 18:10:33 2010
From: francois at catalyst.net.nz (francois at catalyst.net.nz)
Date: Sat, 10 Jul 2010 10:10:33 +1200 (NZST)
Subject: [rt-users] RT performance enhancements
Message-ID: <06f56a9b3dc7fd8f1f557a358cfb2784.squirrel@webmail.catalyst.net.nz>

> On Fri  9.Jul'10 at 16:53:53 +1200, Francois Marier wrote:
>> I haven't tried it on RT 3.8, but I'm pretty sure you'd see similar
effects
>> since the non-optimised graphs I see from a RT 3.8 instance are very much
>> like the 3.6 ones I had.
>
> That's pretty surprising to me, as we're squishing CSS and marking static
> objects as static and cacheable and are using -moz and
-webkit-border-radius
> for the corner rounding.  I'd be curious to see what you're seeing.

On the RT 3.8.5 instance I have access to, I'm seeing this:

- no rounded corner images (unlike 3.6)
- images served statically
- css files squished
- javascript not squished
- javascript and css served by mod_perl (my guess)

a Firebug screenshot is attached.

Should I be seeing something different? Is it different in 3.8.8?

(I'll have to check how this instance is configured, but I think it's
using the default Apache mod_perl config file that ships with RT.)

Cheers,
Francois
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From jesse at bestpractical.com  Fri Jul  9 18:18:45 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 10 Jul 2010 00:18:45 +0200
Subject: [rt-users] RT performance enhancements
In-Reply-To: <06f56a9b3dc7fd8f1f557a358cfb2784.squirrel@webmail.catalyst.net.nz>
References: <06f56a9b3dc7fd8f1f557a358cfb2784.squirrel@webmail.catalyst.net.nz>
Message-ID: <20100709221845.GA3271@puppy>




On Sat 10.Jul'10 at 10:10:33 +1200, francois at catalyst.net.nz wrote:
> > On Fri  9.Jul'10 at 16:53:53 +1200, Francois Marier wrote:
> >> I haven't tried it on RT 3.8, but I'm pretty sure you'd see similar
> effects
> >> since the non-optimised graphs I see from a RT 3.8 instance are very much
> >> like the 3.6 ones I had.
> >
> > That's pretty surprising to me, as we're squishing CSS and marking static
> > objects as static and cacheable and are using -moz and
> -webkit-border-radius
> > for the corner rounding.  I'd be curious to see what you're seeing.
> 
> On the RT 3.8.5 instance I have access to, I'm seeing this:
> 
> - no rounded corner images (unlike 3.6)
> - images served statically
> - css files squished
> - javascript not squished
> - javascript and css served by mod_perl (my guess)

We've definitely improved caching behaviour in the past year or so
(3.8.5 was early fall 2009). The firebug profile of the first request of
index.html isn't so interesting for me. What do you see on subsequent
requests? How does it compare with what you see on
http://issues.bestpractical.com? (login as guest / guest)



From ruz at bestpractical.com  Fri Jul  9 20:03:50 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 10 Jul 2010 04:03:50 +0400
Subject: [rt-users] Asset Tracker - Cloning.
In-Reply-To: <C04C91F114EEFC4FBC8D74033F1D859A0B2F1045@imcmail2.imcwi.com>
References: <C04C91F114EEFC4FBC8D74033F1D859A0B2F1045@imcmail2.imcwi.com>
Message-ID: <AANLkTilvG1IvjY1IgxI5rkjFpHsK_e1_kosNPru28zF6@mail.gmail.com>

Hi,

If RT installed in default location /opt/rt3 then put it where the
page says to put it:

/opt/rt3/local/html/Callbacks/AssetTracker/AssetTracker/Elements/Tabs/Default

On Sat, Jul 10, 2010 at 1:13 AM, Mark Jenks
<mark.jenks at iodincorporated.com> wrote:
> I am running 3.8.8 and am trying to add the cloning to the asset tracker
> using this:
>
>
>
> http://code.google.com/p/asset-tracker-4rt/wiki/AssetCloning
>
>
>
> Where does the first section go?? I already have a ?Default? file, and don?t
> understand where to install that.
>
>
>
> Everything I try to do, either removed the Asset button on the left, or
> breaks it completely.
>
>
>
> Thanks!
>
>
>
> -Mark
>
>
>
> ----------------------------------------------------------------
>
> Mark Jenks
>
> Network Administrator
>
> iod incorporated
>
> mark.jenks at iodincorporated.com
>
> 920-406-3702
>
>
>
> CONFIDENTIALITY NOTICE: The information contained in this email message,
> including any attachments, may be privileged, confidential and otherwise
> protected from disclosure. If the reader of this message is not the intended
> recipient, you are hereby notified that any use, dissemination, distribution
> or copying of this message, including any attachments, is strictly
> prohibited. If you have received this email message in error, please notify
> the sender by reply email and delete/destroy the email message, including
> attachments, and any copies thereof. Although we have taken precautions to
> minimize the risk of transmitting viruses via email and attachments thereto,
> we do not guarantee that either is virus-free, and we accept no liability
> for any damages sustained as a result of any such viruses.
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Fri Jul  9 20:05:15 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 10 Jul 2010 04:05:15 +0400
Subject: [rt-users] need some explanation on rt.log data
In-Reply-To: <AANLkTilD_xvAKsupPO6wAmDzR2d0DCsFAGUnRco-TiFV@mail.gmail.com>
References: <AANLkTimuT1g_VI3C0xAXilZvoUCHFjpPbxVG2pZlINke@mail.gmail.com>
	<AANLkTintUWGK8uGE5SAe50-Pj3MJOZJUw-ZW4SvmkaRT@mail.gmail.com>
	<AANLkTilD_xvAKsupPO6wAmDzR2d0DCsFAGUnRco-TiFV@mail.gmail.com>
Message-ID: <AANLkTilaKbj6CQB346IFT4TgxTha42NjB4miftxMsWzG@mail.gmail.com>

Asif,

It's message id generated by RT or message id of an incomming mail.

On Fri, Jul 9, 2010 at 11:11 PM, Asif Iqbal <vadud3 at gmail.com> wrote:
> On Fri, Jul 9, 2010 at 2:45 PM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:
>> Asif,
>>
>> Sometimes, depending on the message, the number refers to the script being
>> acted on or a user ID or a QueueID, etc. That's about all I know.
>
> Hmm.. I went through 34000 lines of rt.log and I could not match my
> user id or queue id
> any where.
>
> I am an active user resolving tickets. I also manage this box.
>
>>
>> Kenn
>> LBNL
>>
>> On Fri, Jul 9, 2010 at 10:52 AM, Asif Iqbal <vadud3 at gmail.com> wrote:
>>>
>>> Hi All
>>>
>>> I noticed about 60% of all rt.log has a token in the following format
>>>
>>> ?<rt-3.8.2-16815-1278696300-880.767036-185-0 at rt.example.net>
>>>
>>> and some of those are followed by the ticket number, transaction
>>> number and Scrip number after that
>>> like this
>>>
>>> ?<rt-3.8.2-16075-1278695671-112.767031-174-0 at rt.example.net>
>>> #767031/4506465 - Scrip 174 ...
>>>
>>> Is there a to find out what are those numbers mean?
>>>
>>> Obviously..
>>> ? 767031 in that <..token> is the ticket number.
>>> ? rt-3.8.2 is the RT version
>>> ? 1278695671 is probably the epoch time
>>>
>>> But, what are the other numbers represents ?
>>>
>>> --
>>> Asif Iqbal
>>> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
>>> A: Because it messes up the order in which people normally read text.
>>> Q: Why is top-posting such a bad thing?
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>
>
> --
> Asif Iqbal
> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
> A: Because it messes up the order in which people normally read text.
> Q: Why is top-posting such a bad thing?
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From rtparies at gmail.com  Fri Jul  9 20:49:39 2010
From: rtparies at gmail.com (Randy Paries)
Date: Fri, 9 Jul 2010 19:49:39 -0500
Subject: [rt-users] struggling with rt-shredder CLI syntax
Message-ID: <AANLkTikP_71E12kc-7G3lMe8Obr3uTNkyXNzQBRMZ8Ls@mail.gmail.com>

Can someone tell the syntax to schred all the tickets for a particular
year that have been resolved.

i found this example in an email

rt-shredder --plugin "Tickets=query,((status = 'resolved') AND
LastUpdated='2007-12-31');limit,2000;with_linked,FALSE;apply_query_to_linked,FALSE"
--force

it found some, but when i go back to the web interface and look there
are still some there.

i am not sure what i am doing wrong and the doc is not completely helping

thanks for any insight

RP


From vadud3 at gmail.com  Fri Jul  9 21:08:54 2010
From: vadud3 at gmail.com (Asif Iqbal)
Date: Fri, 9 Jul 2010 21:08:54 -0400
Subject: [rt-users] need some explanation on rt.log data
In-Reply-To: <AANLkTilaKbj6CQB346IFT4TgxTha42NjB4miftxMsWzG@mail.gmail.com>
References: <AANLkTimuT1g_VI3C0xAXilZvoUCHFjpPbxVG2pZlINke@mail.gmail.com> 
	<AANLkTintUWGK8uGE5SAe50-Pj3MJOZJUw-ZW4SvmkaRT@mail.gmail.com> 
	<AANLkTilD_xvAKsupPO6wAmDzR2d0DCsFAGUnRco-TiFV@mail.gmail.com> 
	<AANLkTilaKbj6CQB346IFT4TgxTha42NjB4miftxMsWzG@mail.gmail.com>
Message-ID: <AANLkTiksOjrWI-DredTgbhcma6a7z5-Su4BXuS0MsMIE@mail.gmail.com>

On Fri, Jul 9, 2010 at 8:05 PM, Ruslan Zakirov <ruz at bestpractical.com> wrote:
> Asif,
>
> It's message id generated by RT or message id of an incomming mail.

It looks like this message id is made out of few components like
rt version, epoch time, ticket id, scrip id and few other numbers
with `-' or `.' separated. So rest of the components are just random
numbers to compile the message id?

what part of rt code generates that? is it possible to add the transaction
id (trxID) in it too like below before sending it to rt.log. it will
help us to audit/track
activity of tickets right from the log.

rt-3.8.2-16815-1278696300-880.767036-trxID-185-0 at rt.example.net

so the format would be, to somewhat generalize

rt-versionid-randomid-epoch-randomid.ticketid-transactionid-scripid-always0 at fqdn

Thanks


>
> On Fri, Jul 9, 2010 at 11:11 PM, Asif Iqbal <vadud3 at gmail.com> wrote:
>> On Fri, Jul 9, 2010 at 2:45 PM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:
>>> Asif,
>>>
>>> Sometimes, depending on the message, the number refers to the script being
>>> acted on or a user ID or a QueueID, etc. That's about all I know.
>>
>> Hmm.. I went through 34000 lines of rt.log and I could not match my
>> user id or queue id
>> any where.
>>
>> I am an active user resolving tickets. I also manage this box.
>>
>>>
>>> Kenn
>>> LBNL
>>>
>>> On Fri, Jul 9, 2010 at 10:52 AM, Asif Iqbal <vadud3 at gmail.com> wrote:
>>>>
>>>> Hi All
>>>>
>>>> I noticed about 60% of all rt.log has a token in the following format
>>>>
>>>> ?<rt-3.8.2-16815-1278696300-880.767036-185-0 at rt.example.net>
>>>>
>>>> and some of those are followed by the ticket number, transaction
>>>> number and Scrip number after that
>>>> like this
>>>>
>>>> ?<rt-3.8.2-16075-1278695671-112.767031-174-0 at rt.example.net>
>>>> #767031/4506465 - Scrip 174 ...
>>>>
>>>> Is there a to find out what are those numbers mean?
>>>>
>>>> Obviously..
>>>> ? 767031 in that <..token> is the ticket number.
>>>> ? rt-3.8.2 is the RT version
>>>> ? 1278695671 is probably the epoch time
>>>>
>>>> But, what are the other numbers represents ?
>>>>
>>>> --
>>>> Asif Iqbal
>>>> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
>>>> A: Because it messes up the order in which people normally read text.
>>>> Q: Why is top-posting such a bad thing?
>>>>
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>
>>
>>
>> --
>> Asif Iqbal
>> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
>> A: Because it messes up the order in which people normally read text.
>> Q: Why is top-posting such a bad thing?
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>
>
> --
> Best regards, Ruslan.
>



-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?


From NFOGGI at depaul.edu  Fri Jul  9 22:22:58 2010
From: NFOGGI at depaul.edu (Foggi, Nicola)
Date: Fri, 9 Jul 2010 21:22:58 -0500
Subject: [rt-users] RT 3.8.8 - Can a superuser reset a users password?
Message-ID: <1214B92276151C40B1DEBE7D142AD82F03CC8F79@XVS01.dpu.depaul.edu>


Hey Everyone,

So under 3.8.8 you need to know the old password for the user.  If a user forgets the password, and an admin needs to reset it, it appears the admin has to also know the old password (as when i left it blank it told me to enter my current password).

Maybe i'm missing something simple?

Nicola
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From jmaderios at kpu.net  Fri Jul  9 22:27:21 2010
From: jmaderios at kpu.net (Jason Maderios)
Date: Fri, 9 Jul 2010 18:27:21 -0800
Subject: [rt-users] RT 3.8.8 - Can a superuser reset a users password?
In-Reply-To: <1214B92276151C40B1DEBE7D142AD82F03CC8F79@XVS01.dpu.depaul.edu>
References: <1214B92276151C40B1DEBE7D142AD82F03CC8F79@XVS01.dpu.depaul.edu>
Message-ID: <3114A012809B497BB6FDB9E723257230@Alienware>

RT 3.8.8 - Can a superuser reset a users password?Yes this got me too.  Supply the admin password....


From: Foggi, Nicola 
Sent: Friday, July 09, 2010 6:22 PM
To: rt-users at lists.bestpractical.com 
Subject: [rt-users] RT 3.8.8 - Can a superuser reset a users password?




Hey Everyone,

So under 3.8.8 you need to know the old password for the user.  If a user forgets the password, and an admin needs to reset it, it appears the admin has to also know the old password (as when i left it blank it told me to enter my current password).

Maybe i'm missing something simple?

Nicola 



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



Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
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From NFOGGI at depaul.edu  Fri Jul  9 22:30:21 2010
From: NFOGGI at depaul.edu (Foggi, Nicola)
Date: Fri, 9 Jul 2010 21:30:21 -0500
Subject: [rt-users] RT 3.8.8 - Can a superuser reset a users password?
References: <1214B92276151C40B1DEBE7D142AD82F03CC8F79@XVS01.dpu.depaul.edu>
Message-ID: <1214B92276151C40B1DEBE7D142AD82F03CC8F7A@XVS01.dpu.depaul.edu>


nevermind... just found the thread on the rt-devel list...

http://www.gossamer-threads.com/lists/rt/devel/93818

Nicola

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com on behalf of Foggi, Nicola
Sent: Fri 7/9/2010 9:22 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT 3.8.8 - Can a superuser reset a users password?
 

Hey Everyone,

So under 3.8.8 you need to know the old password for the user.  If a user forgets the password, and an admin needs to reset it, it appears the admin has to also know the old password (as when i left it blank it told me to enter my current password).

Maybe i'm missing something simple?

Nicola

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From francois at catalyst.net.nz  Sat Jul 10 00:56:14 2010
From: francois at catalyst.net.nz (francois at catalyst.net.nz)
Date: Sat, 10 Jul 2010 16:56:14 +1200 (NZST)
Subject: [rt-users] RT performance enhancements
In-Reply-To: <20100709221845.GA3271@puppy>
References: <06f56a9b3dc7fd8f1f557a358cfb2784.squirrel@webmail.catalyst.net.nz>
	<20100709221845.GA3271@puppy>
Message-ID: <1fa8c8e05714955e13be51658efe9411.squirrel@webmail.catalyst.net.nz>

> The firebug profile of the first request of index.html isn't
> so interesting for me. What do you see on subsequent requests?

The RT 3.8.5 firebug screenshot I posted earlier was the best one I got
after reloading the page 10-20 times, so it's not the first request. I
would expect it to reflect the maximum number of cache hits.

> How does it compare with what you see on
> http://issues.bestpractical.com? (login as guest / guest)

Well, that one is a _lot_ slower for me. (Though, that's probably because
it's a lot busier and that I'm connecting to it from New Zealand.)

In terms of caching, not even the images are cached by my browser
(something that the default 3.8.5 config does do). I have attached a
Firebug profile for that site (after reloading the first page a few
times).

Cheers,
Francois
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From jesse at bestpractical.com  Sat Jul 10 07:20:41 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 10 Jul 2010 13:20:41 +0200
Subject: [rt-users] RT performance enhancements
In-Reply-To: <1fa8c8e05714955e13be51658efe9411.squirrel@webmail.catalyst.net.nz>
References: <06f56a9b3dc7fd8f1f557a358cfb2784.squirrel@webmail.catalyst.net.nz>
	<20100709221845.GA3271@puppy>
	<1fa8c8e05714955e13be51658efe9411.squirrel@webmail.catalyst.net.nz>
Message-ID: <20100710112041.GA18807@puppy>




On Sat 10.Jul'10 at 16:56:14 +1200, francois at catalyst.net.nz wrote:
> > How does it compare with what you see on
> > http://issues.bestpractical.com? (login as guest / guest)
> 
> In terms of caching, not even the images are cached by my browser
> (something that the default 3.8.5 config does do). I have attached a
> Firebug profile for that site (after reloading the first page a few
> times).
> 

How are you hitting reload? The response you're getting sure _looks_
like you're doing a browsercache-busting shift-reload.

Can you show me the headers you're getting from one of the requests
coming off of issues.bestpractical.com?

I'm currently traveling in france and seeing something far less awful
for caching behaviour out of issues.bestpractical.com.


From francois at catalyst.net.nz  Sat Jul 10 07:43:37 2010
From: francois at catalyst.net.nz (francois at catalyst.net.nz)
Date: Sat, 10 Jul 2010 23:43:37 +1200 (NZST)
Subject: [rt-users] RT performance enhancements
In-Reply-To: <20100710112041.GA18807@puppy>
References: <06f56a9b3dc7fd8f1f557a358cfb2784.squirrel@webmail.catalyst.net.nz>
	<20100709221845.GA3271@puppy>
	<1fa8c8e05714955e13be51658efe9411.squirrel@webmail.catalyst.net.nz>
	<20100710112041.GA18807@puppy>
Message-ID: <96f325564ad38912985e8cfe6fecf8e1.squirrel@webmail.catalyst.net.nz>

> How are you hitting reload? The response you're getting sure _looks_
> like you're doing a browsercache-busting shift-reload.

I just click the regular reload (hitting r in vimperator) but with
Firebug's network window open. I think you might be on to something
though, because Firebug probably needs to do a full reload in order to get
proper stats on each of the files.

> Can you show me the headers you're getting from one of the requests
> coming off of issues.bestpractical.com?

I've attached the headers for my RT 3.8.5 instance as well as your
issues.bestpractical.com. It looks like the reason why I'm getting these
"304 Not modified" on the 3.8.5 instance is that Apache adds ETags to the
responses.

But regardless of whether or not ETags are present, in a normal setting,
the browser will probably not re-request these files (due to the caching
headers set by RT) and so all you'll be getting once you're past the first
screen is the HTML of each page.

Cheers,
Francois
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From jesse at bestpractical.com  Sat Jul 10 09:52:44 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 10 Jul 2010 09:52:44 -0400
Subject: [rt-users] RT performance enhancements
In-Reply-To: <96f325564ad38912985e8cfe6fecf8e1.squirrel@webmail.catalyst.net.nz>
References: <06f56a9b3dc7fd8f1f557a358cfb2784.squirrel@webmail.catalyst.net.nz>
	<20100709221845.GA3271@puppy>
	<1fa8c8e05714955e13be51658efe9411.squirrel@webmail.catalyst.net.nz>
	<20100710112041.GA18807@puppy>
	<96f325564ad38912985e8cfe6fecf8e1.squirrel@webmail.catalyst.net.nz>
Message-ID: <20100710135244.GZ4464@bestpractical.com>




On Sat, Jul 10, 2010 at 11:43:37PM +1200, francois at catalyst.net.nz wrote:
> > How are you hitting reload? The response you're getting sure _looks_
> > like you're doing a browsercache-busting shift-reload.
> 
> I just click the regular reload (hitting r in vimperator) but with
> Firebug's network window open. I think you might be on to something
> though, because Firebug probably needs to do a full reload in order to get
> proper stats on each of the files.

That behaviour is different than I get by, say, browsing to
http://issues.bestpractical.com/index.html twice in a row, which more
accurately models what real users are doing.  When I do that, firebug
_does not_ reload any of those resources.

I appreciate the work you've done to look at RT's web peformance and you're right that we could improve first-page load further by squishing our javascript, but I don't think that your profiling is really giving you an accurate picture of how RT 3.8 does things.

Best,

-Jesse 


From falcone at bestpractical.com  Sat Jul 10 16:17:27 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Sat, 10 Jul 2010 16:17:27 -0400
Subject: [rt-users] RT 3.8.8 - Can a superuser reset a users password?
In-Reply-To: <1214B92276151C40B1DEBE7D142AD82F03CC8F79@XVS01.dpu.depaul.edu>
References: <1214B92276151C40B1DEBE7D142AD82F03CC8F79@XVS01.dpu.depaul.edu>
Message-ID: <20100710201727.GM983@jibsheet.com>

On Fri, Jul 09, 2010 at 09:22:58PM -0500, Foggi, Nicola wrote:
>    So under 3.8.8 you need to know the old password for the user.  If a user forgets the
>    password, and an admin needs to reset it, it appears the admin has to also know the old
>    password (as when i left it blank it told me to enter my current password).
> 
>    Maybe i'm missing something simple?

It says "Your current password" not "The user's current password"

-kevin
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From NFOGGI at depaul.edu  Sat Jul 10 18:45:00 2010
From: NFOGGI at depaul.edu (Foggi, Nicola)
Date: Sat, 10 Jul 2010 17:45:00 -0500
Subject: [rt-users] RT 3.8.8 - Can a superuser reset a users password?
References: <1214B92276151C40B1DEBE7D142AD82F03CC8F79@XVS01.dpu.depaul.edu>
	<20100710201727.GM983@jibsheet.com>
Message-ID: <1214B92276151C40B1DEBE7D142AD82F03CC8F89@XVS01.dpu.depaul.edu>


yeah i definitely didn't notice that... wonder if there is another way to word it/display it, i got a couple emails from a few different people telling me they thought the same thing and realized it was asking them for there own password not the users password they were trying to change.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com on behalf of Kevin Falcone
Sent: Sat 7/10/2010 3:17 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT 3.8.8 - Can a superuser reset a users password?
 
On Fri, Jul 09, 2010 at 09:22:58PM -0500, Foggi, Nicola wrote:
>    So under 3.8.8 you need to know the old password for the user.  If a user forgets the
>    password, and an admin needs to reset it, it appears the admin has to also know the old
>    password (as when i left it blank it told me to enter my current password).
> 
>    Maybe i'm missing something simple?

It says "Your current password" not "The user's current password"

-kevin

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From manohar.r at glowtouch.com  Sun Jul 11 22:33:55 2010
From: manohar.r at glowtouch.com (H Manohar Rayker)
Date: Mon, 12 Jul 2010 08:03:55 +0530
Subject: [rt-users] SMTP auth in RT.
Message-ID: <B80D2B2A9C8A4879B77D3835D199C568@CPU445>

Hello everybody,

 

Could anyone please show me how to implement SMTP auth technically in RT so
that I can send mails to different domain users? I tried following the wiki
but could not get clear cut idea where to make the changes. I've added some
of the SMTP directives in RT configuration but nowhere found the option to
enter user name & password for SMTP authentication.

 

I am using Centos 5.3, RT 3.8.4, sendmail 8.13.8, mysql 5.0.45

 

Thanks

Manohar

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From gordon at cryologic.com  Mon Jul 12 04:14:09 2010
From: gordon at cryologic.com (gordon at cryologic.com)
Date: Mon, 12 Jul 2010 18:14:09 +1000
Subject: [rt-users] Customised Ticket data entry forms when modifying tickets
Message-ID: <4C3ACED1.1070908@cryologic.com>

Hi,

I can quite easily create forms to customise (per queue) the data entry 
for a ticket on "Ticket Creation" (email data into RT).
However, I would like to do something similar when modifying existing 
tickets. It sounds like something that should be possible (if not easy) 
but I can't find any information on it.
Is it indeed possible, and if so is there anywhere I can go to for more 
information?

Cheers
Gordon


From torsten.brumm at Kuehne-Nagel.com  Mon Jul 12 06:45:09 2010
From: torsten.brumm at Kuehne-Nagel.com (Brumm,
	Torsten / Kuehne + Nagel / Ham MI-ID)
Date: Mon, 12 Jul 2010 12:45:09 +0200
Subject: [rt-users] RT Tutorial / Training at Linux Conference Sep. 2010
In-Reply-To: <4C3ACED1.1070908@cryologic.com>
References: <4C3ACED1.1070908@cryologic.com>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039402C43F01@w3hamboex11.ger.win.int.kn>

Hi RT Users,
after the successfull RT Tutorial on FFG2010 at the GUUG we're proud to announce another, more international Tutorial at the Linux Conference this September.

More information can be found at: 

http://www.linux-kongress.org/2010/abstracts.html
http://www.linux-kongress.org/2010/program.html
http://www.linux-kongress.org/2010/fees.html

Greetings.

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 ktm at rice.edu  Mon Jul 12 08:42:39 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Mon, 12 Jul 2010 07:42:39 -0500
Subject: [rt-users] SMTP auth in RT.
In-Reply-To: <B80D2B2A9C8A4879B77D3835D199C568@CPU445>
References: <B80D2B2A9C8A4879B77D3835D199C568@CPU445>
Message-ID: <20100712124239.GA11581@aart.is.rice.edu>

On Mon, Jul 12, 2010 at 08:03:55AM +0530, H Manohar Rayker wrote:
> Hello everybody,
> 
>  
> 
> Could anyone please show me how to implement SMTP auth technically in RT so
> that I can send mails to different domain users? I tried following the wiki
> but could not get clear cut idea where to make the changes. I've added some
> of the SMTP directives in RT configuration but nowhere found the option to
> enter user name & password for SMTP authentication.
> 
>  
> 
> I am using Centos 5.3, RT 3.8.4, sendmail 8.13.8, mysql 5.0.45
> 
>  
> 
> Thanks
> 
> Manohar
> 

One solution is to take advantage of the client SMTP AUTH support 
of your MTA. For sendmail see:

http://www.sendmail.org/m4/smtp_auth.html

Cheers,
Ken


From raubvogel at gmail.com  Mon Jul 12 09:05:41 2010
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Mon, 12 Jul 2010 09:05:41 -0400
Subject: [rt-users] SMTP auth in RT.
In-Reply-To: <20100712124239.GA11581@aart.is.rice.edu>
References: <B80D2B2A9C8A4879B77D3835D199C568@CPU445>
	<20100712124239.GA11581@aart.is.rice.edu>
Message-ID: <AANLkTimK4-NDto_3tjsy8uZcfRLN4s7VO4riMyMb13US@mail.gmail.com>

On Mon, Jul 12, 2010 at 8:42 AM, Kenneth Marshall <ktm at rice.edu> wrote:
> On Mon, Jul 12, 2010 at 08:03:55AM +0530, H Manohar Rayker wrote:
>> Hello everybody,
>>
>>
>>
>> Could anyone please show me how to implement SMTP auth technically in RT so
>> that I can send mails to different domain users? I tried following the wiki
>> but could not get clear cut idea where to make the changes. I've added some
>> of the SMTP directives in RT configuration but nowhere found the option to
>> enter user name & password for SMTP authentication.
>>
>>
>>
>> I am using Centos 5.3, RT 3.8.4, sendmail 8.13.8, mysql 5.0.45
>>
>>
>>
>> Thanks
>>
>> Manohar
>>
>
> One solution is to take advantage of the client SMTP AUTH support
> of your MTA. For sendmail see:
>
> http://www.sendmail.org/m4/smtp_auth.html
>
     I second that. Now, that does not mean you need to install a
full-blown MTA in your RT box (our security guidelines orders us not
to). We run msmtp (it has a bit more features than ssmtp) in ours and
all it does is send the emails out to our mail server proper.

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


From sabujp at gmail.com  Mon Jul 12 10:49:34 2010
From: sabujp at gmail.com (Sabuj Pattanayek)
Date: Mon, 12 Jul 2010 09:49:34 -0500
Subject: [rt-users] allow a user to see all comments and replies in a ticket
Message-ID: <AANLkTikLfiQ-DLQO4eKBI-wgGj1AI9ieh2bYvPUYm42t@mail.gmail.com>

Hi,

Is it possible to allow a specific user access to see all comments and
replies within a ticket without giving special privileges for the
entire queue? The alternative is to copy/paste or print the page to
pdf and send to the user.

Thanks,
Sabuj


From mark.jenks at iodincorporated.com  Mon Jul 12 11:39:55 2010
From: mark.jenks at iodincorporated.com (Mark Jenks)
Date: Mon, 12 Jul 2010 10:39:55 -0500
Subject: [rt-users] DefaultQueue
In-Reply-To: <4C34C207.7020408@triumf.ca>
References: <AANLkTinAyL-n8Evwl5PV3M-2bNe6j1NGin8aXaaxQX72@mail.gmail.com><4C34BF69.4080101@triumf.ca>
	<4C34C207.7020408@triumf.ca>
Message-ID: <C04C91F114EEFC4FBC8D74033F1D859A0B2F1195@imcmail2.imcwi.com>

I added:

Set($DefaultQueue, 'Help');

To my RT_Siteconfig.pm


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Hossein
Rafighi
Sent: Wednesday, July 07, 2010 1:06 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] DefaultQueue

  Sorry, Perhaps I should have explained this a bit more. When users 
login and click on create ticket their tickets are not created in the 
default queue, but rather in a first queue on the list. Our default 
queue name happens to be in the middle of the dozen queues.

Cheers,
Hossein

On 7/7/2010 10:54 AM, Hossein Rafighi wrote:
>  Dear all,
>
> I've set the DefaultQueue in RT_SiteConfig.pm to one of the dozen 
> queues we have, but it doesn't work. When users login they see the 
> first queue in alphabetical order!
>
> Any ideas why?
>
> Many thanks in advance, and cheers,
> Hossein Rafighi
>

-- 
  _____  _____   _____  _   _  _   _  ____ Hossein Rafighi
|_   _||  _  \ |_   _|| | | || \_/ ||  __|TRIUMF, 4004 Wesbrook Mall
   | |  | |_|  )  | |  | | | ||     || |__ Vancouver BC, Canada, V6T 2A3
   | |  |  _  /   | |  | \_/ || \_/ ||  __|Voice: (604) 222-1047
   | |  | | \ \  _| |_ |     || | | || |   Fax:   (604) 222-1074
   |_|  |_|  \_\|_____| \___/ |_| |_||_|   Website: http://www.triumf.ca


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

CONFIDENTIALITY NOTICE:  The information contained in this email message, including any attachments, may be 
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any damages sustained as a result of any such viruses.


From ruz at bestpractical.com  Mon Jul 12 11:42:09 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Mon, 12 Jul 2010 19:42:09 +0400
Subject: [rt-users] allow a user to see all comments and replies in a
	ticket
In-Reply-To: <AANLkTikLfiQ-DLQO4eKBI-wgGj1AI9ieh2bYvPUYm42t@mail.gmail.com>
References: <AANLkTikLfiQ-DLQO4eKBI-wgGj1AI9ieh2bYvPUYm42t@mail.gmail.com>
Message-ID: <AANLkTilG92aDV3_MkeBOFzNa5pL1Ogkw4gnJL8_jP8c7@mail.gmail.com>

Hi,

One way is to add him as a watcher on the ticket: Ccs and AdminCcs.

On Mon, Jul 12, 2010 at 6:49 PM, Sabuj Pattanayek <sabujp at gmail.com> wrote:
> Hi,
>
> Is it possible to allow a specific user access to see all comments and
> replies within a ticket without giving special privileges for the
> entire queue? The alternative is to copy/paste or print the page to
> pdf and send to the user.
>
> Thanks,
> Sabuj
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From Jacob.Ritorto at gmail.com  Mon Jul 12 11:46:32 2010
From: Jacob.Ritorto at gmail.com (Jacob Ritorto)
Date: Mon, 12 Jul 2010 11:46:32 -0400
Subject: [rt-users] chart by time worked
In-Reply-To: <AANLkTikLfiQ-DLQO4eKBI-wgGj1AI9ieh2bYvPUYm42t@mail.gmail.com>
References: <AANLkTikLfiQ-DLQO4eKBI-wgGj1AI9ieh2bYvPUYm42t@mail.gmail.com>
Message-ID: <4C3B38D8.4020105@gmail.com>

Would it be feasible to add a 'time worked' charting method?


From Brandon.Patton at aspireindiana.org  Mon Jul 12 13:36:41 2010
From: Brandon.Patton at aspireindiana.org (Patton, Brandon)
Date: Mon, 12 Jul 2010 13:36:41 -0400
Subject: [rt-users] ShowStatusInColor
Message-ID: <16080B6460E00C4A881395258161C50403164F17BA@mail.bccmh.net>

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

I've tried all the different methods on this page and nothing seems to be working. I must be missing something somewhere. I want to be able to change the link colors on the main page to make it more readable for the different status types (New, Open, Resolved, etc). The dark gray and black default links are hard to tell apart for some users. What's the simplest method for doing this with v 3.8.7?

RT: 3.8.7
OS: Fedora 13

Brandon Patton, BS
Systems Administrator
ASPIRE Indiana
brandon.patton at ASPIREIndiana.org
765-641-8283

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From kfcrocker at lbl.gov  Mon Jul 12 19:18:08 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 12 Jul 2010 16:18:08 -0700
Subject: [rt-users] How to convert ObjectCustomFieldValue content from free
	form to date
Message-ID: <AANLkTilTA5c1jYUOFOLQKzMekaxkPK2SPeODBM2nJ2_o@mail.gmail.com>

To list,

I just patched my 3.8.7 version to include Emmanuel Lacour's code that
allows one to define a Custom Field as a "Date" field. IT works GREAT! I can
select a date from the calendar and it stores the date correctly. This is a
wonderful patch.

My problem lies in how to change the data in the "Content" field in the
existing OBJECTCUSTOMFIELDVALUES records to reflect the new format.

My system uses Oracle 10g.

Has anyone gone thru this type of data conversion before where the data was
in "MM/DD/YYYY" format and you made it "YYYY-MM-DD"?

Thanks.

Kenn
LBNL

P.S. I hope Best Practical puts this patch into 3.8.9. It really works
great.
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From alberto.villanueva at altran.es  Tue Jul 13 02:23:28 2010
From: alberto.villanueva at altran.es (Alberto Villanueva)
Date: Tue, 13 Jul 2010 08:23:28 +0200
Subject: [rt-users] How to convert ObjectCustomFieldValue content from
 free	form to date
In-Reply-To: <AANLkTilTA5c1jYUOFOLQKzMekaxkPK2SPeODBM2nJ2_o@mail.gmail.com>
References: <AANLkTilTA5c1jYUOFOLQKzMekaxkPK2SPeODBM2nJ2_o@mail.gmail.com>
Message-ID: <4C3C0660.5040604@altran.es>

Hi Kenn,


> My system uses Oracle 10g.
>
> Has anyone gone thru this type of data conversion before where the data
> was in "MM/DD/YYYY" format and you made it "YYYY-MM-DD"?

You could test next links where it has useful information:
- http://www.oracle-dba-online.com/sql/date_operators_functions.htm
- http://psoug.org/reference/convert_func.html
- http://psoug.org/reference/date_func.html#dftr

An example could be useful:
select to_date('<your_date_MM/DD/YYYY', 'YYYY-MM-DD') from dual;

> Thanks.

Best regards,

-- 
Alberto Villanueva
Industria
______________________________________

ALTRAN

C/Campezo, 1, Edificio 1, Planta 4
28022 Madrid, Spain
Tel : + 34 91 550 41 00
Fax: + 34 91 415 61 53

www.altran.es

Antes de imprimir este mensaje, aseg?rate de que es necesario. Proteger
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From michelle at sorbs.net  Tue Jul 13 03:52:36 2010
From: michelle at sorbs.net (Michelle Sullivan)
Date: Tue, 13 Jul 2010 09:52:36 +0200
Subject: [rt-users] RT::Client::REST
Message-ID: <4C3C1B44.6080600@sorbs.net>

Got it working a treat, but I need to be able to disable accounts and
re-enable them, is this possible with RT::Client::REST?

If not, how would one do it?

Thanks,

Michelle


From alberto.villanueva at altran.es  Tue Jul 13 03:58:03 2010
From: alberto.villanueva at altran.es (Alberto Villanueva)
Date: Tue, 13 Jul 2010 09:58:03 +0200
Subject: [rt-users] RT::Client::REST
In-Reply-To: <4C3C1B44.6080600@sorbs.net>
References: <4C3C1B44.6080600@sorbs.net>
Message-ID: <4C3C1C8B.9050406@altran.es>


> Got it working a treat, but I need to be able to disable accounts and
> re-enable them, is this possible with RT::Client::REST?

If we look at next page [1], it is not possible. I tried to several 
actions in a custom program for working with users, and I was not able 
to do.


> If not, how would one do it?

You could do using MySQL queries.


[1]: http://wiki.bestpractical.com/view/REST

Best regards,

-- 
Alberto Villanueva
Industria
______________________________________

ALTRAN

C/Campezo, 1, Edificio 1, Planta 4
28022 Madrid, Spain
Tel : + 34 91 550 41 00
Fax: + 34 91 415 61 53

www.altran.es

Antes de imprimir este mensaje, aseg?rate de que es necesario. Proteger
el medio ambiente est? tambi?n en tu mano.

En cumplimiento de la Ley Org?nica 15/1999, con fecha 13 de diciembre,
de Protecci?n de Datos de Car?cter Personal, y la Ley 34/2002, con fecha
11 de julio, de Servicios de la Sociedad de la Informaci?n y de comercio
electr?nico, le comunicamos que su direcci?n de correo electr?nico forma
parte de un fichero del que es responsable Altran Espa?a, y que
garantiza la confidencialidad y seguridad de sus datos. Tiene usted
derecho al acceso, rectificaci?n y cancelaci?n de sus datos en los
t?rminos establecidos en la Ley Org?nica 15/1999 de Protecci?n de Datos
de Car?cter Personal y dem?s normativa concordante, dirigi?ndose a
nuestra direcci?n anteriormente se?alada o por medio de correo
electr?nico: comunicacion at altran.es <mailto:comunicacion at altran.es>.

AVISO LEGAL: Este mensaje, junto con cualquier fichero adjunto, est?
dirigido a su destinatario y es confidencial. Cualquier distribuci?n,
uso o reproducci?n sin consentimiento del remitente est? estrictamente
prohibido. Si ha recibido este mensaje por error, por favor proceda a
ponerlo en conocimiento del remitente por e-mail y a borrarlo de su
sistema sin realizar copias.


From michelle at sorbs.net  Tue Jul 13 04:09:31 2010
From: michelle at sorbs.net (Michelle Sullivan)
Date: Tue, 13 Jul 2010 10:09:31 +0200
Subject: [rt-users] RT::Client::REST
In-Reply-To: <4C3C1C8B.9050406@altran.es>
References: <4C3C1B44.6080600@sorbs.net> <4C3C1C8B.9050406@altran.es>
Message-ID: <4C3C1F3B.3070207@sorbs.net>

Alberto Villanueva wrote:
>
>> Got it working a treat, but I need to be able to disable accounts and
>> re-enable them, is this possible with RT::Client::REST?
>
> If we look at next page [1], it is not possible. I tried to several
> actions in a custom program for working with users, and I was not able
> to do.
>
>
>> If not, how would one do it?
>
> You could do using MySQL queries.

I was trying to avoid talking to the RT DB directly - the other option
is to change the name to name.disabled (or some random string) as I am
tracking the numeric ID, so that would be a solution.  I guess the other
option is to disable the internal auth and use my DB for auth (which
it's already doing, I just haven't disabled the internal one.)

For information only, I'm running a separate DB which provides
authentication into other systems, and RT will use it and fall back to
it's own.  I'm currently merging the 2 so that the account creation and
update in my DB will replicate the changes to the old RT installation
and have a 'verify email' before making active function in my DB.  I
wanted to disable the account in RT if they changed their email until
such time as they verified it.

Michelle



From tobias.hieta at purplescout.se  Tue Jul 13 04:24:21 2010
From: tobias.hieta at purplescout.se (Tobias Hieta)
Date: Tue, 13 Jul 2010 10:24:21 +0200
Subject: [rt-users] Include a template from a template
Message-ID: <D327F4D8-5E4D-401E-AF57-F782616F0E11@purplescout.se>

Hello,

In our RT installation we are working with HTML templates that always include a sidebar with quick access to the RT system and some quick information (like ID, Status, Owner etc). Currently I copy and paste the code for the sidebar into all templates, which is quite cumbersome. Can I from a template execute some perl code and include another template? This would really reduce the time it takes to customize the templates.

Thanks,
Tobias

From drasar at ics.muni.cz  Tue Jul 13 07:44:53 2010
From: drasar at ics.muni.cz (Martin Drasar)
Date: Tue, 13 Jul 2010 13:44:53 +0200
Subject: [rt-users] Passing parameters to mail and sending two different
	mails
Message-ID: <4C3C51B5.6000605@ics.muni.cz>

Hi, everyone,
I have two questions for you. In our RT instance we want to
automatically process some incident reports with well defined structure.
Receiving and parsing is easy but I am lost on how to

1) pass the parsed data to mail template.
I know that I could create custom fields for each piece of data and then
retrieve it from template, but I find it quite cumbersome - more than
70% of tickets would have custom fields they are not going to use.
Unless I make it some generic custom field that can store any string and
keep the entire mail there, which would kind of defeat the purpose of a
template.

2) send two different mails
One mail is an automatic reply to the requestor and the other one is a
mail to an admin responsible for handling the incident. I could make two
scrips with the same condition to send mails or to use/extend
RT::Action::SendMail.
Which option would you prefer? Or is there a third or fourth one?

Thank you for your answers

Regards
Martin

-- 
Mgr. Martin Drasar                                   drasar at ics.muni.cz
CSIRT-MU, Network Security Department          http://www.muni.cz/csirt
Institute of Computer Science, Masaryk University, Brno, Czech Republic
                       PGP Key ID: 0x944BC925


From jeffrey_lee at harvard.edu  Tue Jul 13 08:33:22 2010
From: jeffrey_lee at harvard.edu (Lee, Jeffrey)
Date: Tue, 13 Jul 2010 08:33:22 -0400
Subject: [rt-users] Error on a new RT install
Message-ID: <1792577DCB731446AA4D874F1342736E2D5965D8@FASXCH02.fasmail.priv>

Hello everyone,

After going through the configuration and installation, I'm getting this error anytime I try to click on any link within RT:

Component path given to Interp->load must be absolut


Has anyone received this error in the past? I'm sure it's just a config or httpd.conf issue but I'm scratching my head trying to figure it out. Any help would be greatly appreciated.

-Jeff
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From falcone at bestpractical.com  Tue Jul 13 10:15:39 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 13 Jul 2010 10:15:39 -0400
Subject: [rt-users] RT::Client::REST
In-Reply-To: <4C3C1F3B.3070207@sorbs.net>
References: <4C3C1B44.6080600@sorbs.net> <4C3C1C8B.9050406@altran.es>
	<4C3C1F3B.3070207@sorbs.net>
Message-ID: <20100713141539.GN983@jibsheet.com>

On Tue, Jul 13, 2010 at 10:09:31AM +0200, Michelle Sullivan wrote:
> Alberto Villanueva wrote:
> >
> >> Got it working a treat, but I need to be able to disable accounts and
> >> re-enable them, is this possible with RT::Client::REST?
> >
> > If we look at next page [1], it is not possible. I tried to several
> > actions in a custom program for working with users, and I was not able
> > to do.
> >
> >
> >> If not, how would one do it?
> >
> > You could do using MySQL queries.
> 
> I was trying to avoid talking to the RT DB directly - the other option
> is to change the name to name.disabled (or some random string) as I am
> tracking the numeric ID, so that would be a solution.  I guess the other
> option is to disable the internal auth and use my DB for auth (which
> it's already doing, I just haven't disabled the internal one.)
> 
> For information only, I'm running a separate DB which provides
> authentication into other systems, and RT will use it and fall back to
> it's own.  I'm currently merging the 2 so that the account creation and
> update in my DB will replicate the changes to the old RT installation
> and have a 'verify email' before making active function in my DB.  I
> wanted to disable the account in RT if they changed their email until
> such time as they verified it.

You can certainly use the RT perl API to disable/enable users.
RT-Authen-ExternalAuth can also manage passwords/enable|disable users
from an external sql db, but it only checks when a user tries to log
in.

-kevin
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From falcone at bestpractical.com  Tue Jul 13 10:23:13 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 13 Jul 2010 10:23:13 -0400
Subject: [rt-users] Passing parameters to mail and sending two different
 mails
In-Reply-To: <4C3C51B5.6000605@ics.muni.cz>
References: <4C3C51B5.6000605@ics.muni.cz>
Message-ID: <20100713142313.GO983@jibsheet.com>

On Tue, Jul 13, 2010 at 01:44:53PM +0200, Martin Drasar wrote:
> 1) pass the parsed data to mail template.
> I know that I could create custom fields for each piece of data and then
> retrieve it from template, but I find it quite cumbersome - more than
> 70% of tickets would have custom fields they are not going to use.
> Unless I make it some generic custom field that can store any string and
> keep the entire mail there, which would kind of defeat the purpose of a
> template.

You can make a single custom field and not grant normal users
SeeCustomField and only manage it from Scrips

> 2) send two different mails
> One mail is an automatic reply to the requestor and the other one is a
> mail to an admin responsible for handling the incident. I could make two
> scrips with the same condition to send mails or to use/extend
> RT::Action::SendMail.
> Which option would you prefer? Or is there a third or fourth one?

Sounds like you just want
On Create Autoreply to Requestors with your custom template
On Create Notify AdminCcs with another custom template

Since both of those scrips exist, you'd just make custom templates for
them

-kevin
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From justin.hayes at openbet.com  Tue Jul 13 11:03:28 2010
From: justin.hayes at openbet.com (Justin Hayes)
Date: Tue, 13 Jul 2010 16:03:28 +0100
Subject: [rt-users] Scrips and Recipients section not picking up
	TransactionBatch scrips - 3.8.8
Message-ID: <98F03522-C98D-40E1-9841-C96041E0A76F@openbet.com>

I've noticed that the 'Scrips and Recipients' section of the Ticket update page doesn't pick up scrips that are TransactionBatch. Only TransactionCreate ones are shown.

I use TransactionBatch a lot of the time (I'm seem to remember their being good reasons for this) and so I can't actually see who's going to be sent mails.

Does anyone know if this is a known bug/issue or deliberate? I've not found anything on the wiki....

Thanks,

Justin

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com



From MJames at stonebridgebank.com  Tue Jul 13 11:29:45 2010
From: MJames at stonebridgebank.com (Michael James)
Date: Tue, 13 Jul 2010 11:29:45 -0400
Subject: [rt-users] Page Not Found error in 3.8.8 install
Message-ID: <4C3C4E290200009D00009D3D@mailfilter.stonebridgebank.com>

Hi, I just upgraded last night from 3.4.6. to 3.8.8 and the install went mostly OK. I'm experiencing an error in the Home view, though. If I click on the Subject in the "10 highest priority tickets I own" box, I get a Page Not Found error. In the "10 Newest Unowned Tickets", I don't get an error when clicking on the Subject. Clicking on the # works in both boxes. 

I seem to recall a similar error being discussed in the group a couple years ago, but I can't find the thread. Any ideas?

Thanks, Mike


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 gleduc at mail.sdsu.edu  Tue Jul 13 11:32:49 2010
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Tue, 13 Jul 2010 08:32:49 -0700
Subject: [rt-users] Passing parameters to mail and sending two different
 mails
In-Reply-To: <4C3C51B5.6000605@ics.muni.cz>
References: <4C3C51B5.6000605@ics.muni.cz>
Message-ID: <4C3C8721.5050409@mail.sdsu.edu>

Hi Martin,

On 7/13/2010 4:44 AM, Martin Drasar wrote:
> Hi, everyone,
> I have two questions for you. In our RT instance we want to
> automatically process some incident reports with well defined structure.
> Receiving and parsing is easy but I am lost on how to
>
> 1) pass the parsed data to mail template.
> I know that I could create custom fields for each piece of data and then
> retrieve it from template, but I find it quite cumbersome - more than
> 70% of tickets would have custom fields they are not going to use.
> Unless I make it some generic custom field that can store any string and
> keep the entire mail there, which would kind of defeat the purpose of a
> template.

You can do the parsing/processing within the template.  I actually do 
more processing in my mail templates than in the scrips.  From within 
the template you have access to the transaction that triggered the scrip 
and the ticket.

> 2) send two different mails
> One mail is an automatic reply to the requestor and the other one is a
> mail to an admin responsible for handling the incident. I could make two
> scrips with the same condition to send mails or to use/extend
> RT::Action::SendMail.
> Which option would you prefer? Or is there a third or fourth one?

I just use 2 scrips with the same condition.

Gene


From kfcrocker at lbl.gov  Tue Jul 13 11:52:28 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 13 Jul 2010 08:52:28 -0700
Subject: [rt-users] Scrips and Recipients section not picking up
	TransactionBatch scrips - 3.8.8
In-Reply-To: <98F03522-C98D-40E1-9841-C96041E0A76F@openbet.com>
References: <98F03522-C98D-40E1-9841-C96041E0A76F@openbet.com>
Message-ID: <AANLkTimU9TSFRjBhYm53DCQ5B-ZeL58VF75Ph3HUyBDH@mail.gmail.com>

Justin,

I hate to ask, but did you make sure your configuration setting is for
Batch?

Kenn
LBNL

On Tue, Jul 13, 2010 at 8:03 AM, Justin Hayes <justin.hayes at openbet.com>wrote:

> I've noticed that the 'Scrips and Recipients' section of the Ticket update
> page doesn't pick up scrips that are TransactionBatch. Only
> TransactionCreate ones are shown.
>
> I use TransactionBatch a lot of the time (I'm seem to remember their being
> good reasons for this) and so I can't actually see who's going to be sent
> mails.
>
> Does anyone know if this is a known bug/issue or deliberate? I've not found
> anything on the wiki....
>
> Thanks,
>
> Justin
>
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From kfcrocker at lbl.gov  Tue Jul 13 11:50:47 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 13 Jul 2010 08:50:47 -0700
Subject: [rt-users] How to convert ObjectCustomFieldValue content from
	free form to date
In-Reply-To: <4C3C0660.5040604@altran.es>
References: <AANLkTilTA5c1jYUOFOLQKzMekaxkPK2SPeODBM2nJ2_o@mail.gmail.com>
	<4C3C0660.5040604@altran.es>
Message-ID: <AANLkTilS5hW73xKjHKw5zOVMC2tlS-21UiB0iFT94OCA@mail.gmail.com>

Alberto,

Thanks. I'll check it out.

Kenn
LBNL

2010/7/12 Alberto Villanueva <alberto.villanueva at altran.es>

> Hi Kenn,
>
>
>
>  My system uses Oracle 10g.
>>
>> Has anyone gone thru this type of data conversion before where the data
>> was in "MM/DD/YYYY" format and you made it "YYYY-MM-DD"?
>>
>
> You could test next links where it has useful information:
> - http://www.oracle-dba-online.com/sql/date_operators_functions.htm
> - http://psoug.org/reference/convert_func.html
> - http://psoug.org/reference/date_func.html#dftr
>
> An example could be useful:
> select to_date('<your_date_MM/DD/YYYY', 'YYYY-MM-DD') from dual;
>
>  Thanks.
>>
>
> Best regards,
>
> --
> Alberto Villanueva
> Industria
> ______________________________________
>
> ALTRAN
>
> C/Campezo, 1, Edificio 1, Planta 4
> 28022 Madrid, Spain
> Tel : + 34 91 550 41 00
> Fax: + 34 91 415 61 53
>
> www.altran.es
>
> Antes de imprimir este mensaje, aseg?rate de que es necesario. Proteger
> el medio ambiente est? tambi?n en tu mano.
>
> En cumplimiento de la Ley Org?nica 15/1999, con fecha 13 de diciembre,
> de Protecci?n de Datos de Car?cter Personal, y la Ley 34/2002, con fecha
> 11 de julio, de Servicios de la Sociedad de la Informaci?n y de comercio
> electr?nico, le comunicamos que su direcci?n de correo electr?nico forma
> parte de un fichero del que es responsable Altran Espa?a, y que
> garantiza la confidencialidad y seguridad de sus datos. Tiene usted
> derecho al acceso, rectificaci?n y cancelaci?n de sus datos en los
> t?rminos establecidos en la Ley Org?nica 15/1999 de Protecci?n de Datos
> de Car?cter Personal y dem?s normativa concordante, dirigi?ndose a
> nuestra direcci?n anteriormente se?alada o por medio de correo
> electr?nico: comunicacion at altran.es <mailto:comunicacion at altran.es>.
>
> AVISO LEGAL: Este mensaje, junto con cualquier fichero adjunto, est?
> dirigido a su destinatario y es confidencial. Cualquier distribuci?n,
> uso o reproducci?n sin consentimiento del remitente est? estrictamente
> prohibido. Si ha recibido este mensaje por error, por favor proceda a
> ponerlo en conocimiento del remitente por e-mail y a borrarlo de su
> sistema sin realizar copias.
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From justin.hayes at openbet.com  Tue Jul 13 11:59:59 2010
From: justin.hayes at openbet.com (Justin Hayes)
Date: Tue, 13 Jul 2010 16:59:59 +0100
Subject: [rt-users] Scrips and Recipients section not picking up
	TransactionBatch scrips - 3.8.8
In-Reply-To: <AANLkTimU9TSFRjBhYm53DCQ5B-ZeL58VF75Ph3HUyBDH@mail.gmail.com>
References: <98F03522-C98D-40E1-9841-C96041E0A76F@openbet.com>
	<AANLkTimU9TSFRjBhYm53DCQ5B-ZeL58VF75Ph3HUyBDH@mail.gmail.com>
Message-ID: <1ACB6A50-A938-4D23-9AC0-70957588615E@openbet.com>

Is that this one Kenn?

RT_Config.pm:Set($UseTransactionBatch, 1);

Cheers,

Justin

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com

On 13 Jul 2010, at 16:52, Kenneth Crocker wrote:

> Justin,
> 
> I hate to ask, but did you make sure your configuration setting is for Batch?
> 
> Kenn
> LBNL
> 
> On Tue, Jul 13, 2010 at 8:03 AM, Justin Hayes <justin.hayes at openbet.com> wrote:
> I've noticed that the 'Scrips and Recipients' section of the Ticket update page doesn't pick up scrips that are TransactionBatch. Only TransactionCreate ones are shown.
> 
> I use TransactionBatch a lot of the time (I'm seem to remember their being good reasons for this) and so I can't actually see who's going to be sent mails.
> 
> Does anyone know if this is a known bug/issue or deliberate? I've not found anything on the wiki....
> 
> Thanks,
> 
> Justin
> 
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

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From MJames at stonebridgebank.com  Tue Jul 13 14:24:26 2010
From: MJames at stonebridgebank.com (Michael James)
Date: Tue, 13 Jul 2010 14:24:26 -0400
Subject: [rt-users] Page Not Found error in 3.8.8 install
In-Reply-To: <4C3C4E290200009D00009D3D@mailfilter.stonebridgebank.com>
References: <4C3C4E290200009D00009D3D@mailfilter.stonebridgebank.com>
Message-ID: <4C3C771A0200009D00009D47@mailfilter.stonebridgebank.com>

I was reading some old threads and found some similar reports. 

>>> "Michael James" <MJames at stonebridgebank.com> 7/13/2010 11:29 AM >>>
Hi, I just upgraded last night from 3.4.6. to 3.8.8 and the install went mostly OK. I'm experiencing an error in the Home view, though. If I click on the Subject in the "10 highest priority tickets I own" box, I get a Page Not Found error. In the "10 Newest Unowned Tickets", I don't get an error when clicking on the Subject. Clicking on the # works in both boxes. 

I seem to recall a similar error being discussed in the group a couple years ago, but I can't find the thread. Any ideas?

Thanks, Mike


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.

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  Tue Jul 13 14:36:25 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 13 Jul 2010 11:36:25 -0700
Subject: [rt-users] Scrips and Recipients section not picking up
	TransactionBatch scrips - 3.8.8
In-Reply-To: <1ACB6A50-A938-4D23-9AC0-70957588615E@openbet.com>
References: <98F03522-C98D-40E1-9841-C96041E0A76F@openbet.com>
	<AANLkTimU9TSFRjBhYm53DCQ5B-ZeL58VF75Ph3HUyBDH@mail.gmail.com>
	<1ACB6A50-A938-4D23-9AC0-70957588615E@openbet.com>
Message-ID: <AANLkTinIVWvUgfgGpxpsKK9XmSBG8iqj3q0VS1wDape3@mail.gmail.com>

Justin,

Yep. But I'd make the change in RT_SiteConfig.pm. I like to leave original
files/info alone in case I ever need to reference an original setting, etc.
RT will automatically override the setting from the RT_SiteConfig.pm file.

Kenn
LBNL

On Tue, Jul 13, 2010 at 8:59 AM, Justin Hayes <justin.hayes at openbet.com>wrote:

> Is that this one Kenn?
>
> RT_Config.pm:Set($UseTransactionBatch, 1);
>
> Cheers,
>
> Justin
>
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
>
> On 13 Jul 2010, at 16:52, Kenneth Crocker wrote:
>
> Justin,
>
> I hate to ask, but did you make sure your configuration setting is for
> Batch?
>
> Kenn
> LBNL
>
> On Tue, Jul 13, 2010 at 8:03 AM, Justin Hayes <justin.hayes at openbet.com>wrote:
>
>> I've noticed that the 'Scrips and Recipients' section of the Ticket update
>> page doesn't pick up scrips that are TransactionBatch. Only
>> TransactionCreate ones are shown.
>>
>> I use TransactionBatch a lot of the time (I'm seem to remember their being
>> good reasons for this) and so I can't actually see who's going to be sent
>> mails.
>>
>> Does anyone know if this is a known bug/issue or deliberate? I've not
>> found anything on the wiki....
>>
>> Thanks,
>>
>> Justin
>>
>> -------------------------------------------------
>> Justin Hayes
>> OpenBet Support Manager
>> justin.hayes at openbet.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
>
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From crazydog115 at gmail.com  Tue Jul 13 16:02:23 2010
From: crazydog115 at gmail.com (Jonah Hirsch)
Date: Tue, 13 Jul 2010 13:02:23 -0700
Subject: [rt-users] Shredder SQL dump file without execution of shredder.
Message-ID: <AANLkTinMzpvHIMr0ane9XvjyWebzMAIWUE7TMSxUPNxs@mail.gmail.com>

Is there any relatively simple way to generate the SQL dump file Shredder
generates without actually shredding anything?
Or would the best way to do it be shredding something, getting the SQL dump,
and just running the queries in the dump to put it back?
Jonah Hirsch
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From falcone at bestpractical.com  Tue Jul 13 17:26:00 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 13 Jul 2010 17:26:00 -0400
Subject: [rt-users] Page Not Found error in 3.8.8 install
In-Reply-To: <4C3C771A0200009D00009D47@mailfilter.stonebridgebank.com>
References: <4C3C4E290200009D00009D3D@mailfilter.stonebridgebank.com>
	<4C3C771A0200009D00009D47@mailfilter.stonebridgebank.com>
Message-ID: <20100713212600.GA488@jibsheet.com>

On Tue, Jul 13, 2010 at 02:24:26PM -0400, Michael James wrote:
> I was reading some old threads and found some similar reports. 

Go read the Format for your search, sounds an awful lot like you've
hardcoded a URL in there.  Edit -> Edit this search -> Advanced

-kevin

> >>> "Michael James" <MJames at stonebridgebank.com> 7/13/2010 11:29 AM >>>
> Hi, I just upgraded last night from 3.4.6. to 3.8.8 and the install went mostly OK. I'm experiencing an error in the Home view, though. If I click on the Subject in the "10 highest priority tickets I own" box, I get a Page Not Found error. In the "10 Newest Unowned Tickets", I don't get an error when clicking on the Subject. Clicking on the # works in both boxes. 
> 
> I seem to recall a similar error being discussed in the group a couple years ago, but I can't find the thread. Any ideas?
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From jc.lim at vicscouts.asn.au  Wed Jul 14 03:20:37 2010
From: jc.lim at vicscouts.asn.au (John Chenny Lim)
Date: Wed, 14 Jul 2010 17:20:37 +1000
Subject: [rt-users] Error when forwarding a message with an attachment
Message-ID: <011801cb2325$104b17f0$30e147d0$@lim@vicscouts.asn.au>

Hi all,

 

I am having problems forwarding messages with attachment. I am using RT
Request Tracker 3.6. Below are the error dumps:

System error


error: 

Can't call method "ContentAsMIME" on an undefined value at
/usr/local/rt3.6/lib/RT/Interface/Email.pm line 300.


context: 


... 

	

296: 

my $txn = shift;


297: 

my %args = ( To => '', Cc => '', Bcc => '', @_ );


298: 

	

299: 

my $main_content = $txn->ContentObj;


300: 

my $entity = $main_content->ContentAsMIME;


301: 

	

302: 

if ( $main_content->Parent ) {


303: 

# main content is not top most entity, we shouldn't loose


304: 

# From/To/Cc headers that are on a top part


... 

	

code stack: 

/usr/local/rt3.6/lib/RT/Interface/Email.pm:300
/usr/local/rt3.6/share/html/Ticket/Forward.html:121
/usr/local/rt3.6/share/html/autohandler:374

 

 

Raw error details:

 

Can't call method "ContentAsMIME" on an undefined value at
/usr/local/rt3.6/lib/RT/Interface/Email.pm line 300.

 

 

Trace begun at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Exceptions.pm line
129

HTML::Mason::Exceptions::rethrow_exception('Can\'t call method
"ContentAsMIME" on an undefined value at
/usr/local/rt3.6/lib/RT/Interface/Email.pm line 300.^J') called at
/usr/local/rt3.6/lib/RT/Interface/Email.pm line 300

RT::Interface::Email::ForwardTransaction('RT::Transaction=HASH(0x55555ad06e3
0)', 'Cc', '', 'ForwardAndReturn', 'Forward Message and Return', 'To',
'spam at support.trendmicro.com', 'id', 96322, 'QuoteTransaction', 1198169,
'Bcc', '') called at /usr/local/rt3.6/share/html/Ticket/Forward.html line
121

HTML::Mason::Commands::__ANON__('ForwardAndReturn', 'Forward Message and
Return', 'QuoteTransaction', 1198169, 'id', 96322, 'To',
'spam at support.trendmicro.com', 'Cc', '', 'Bcc', '') 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(0x555559
8c9120)', 'ForwardAndReturn', 'Forward Message and Return',
'QuoteTransaction', 1198169, 'id', 96322, 'To',
'spam at support.trendmicro.com', 'Cc', '', 'Bcc', '') called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1256

eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1250

HTML::Mason::Request::comp(undef, undef, undef, 'ForwardAndReturn', 'Forward
Message and Return', 'QuoteTransaction', 1198169, 'id', 96322, 'To',
'spam at support.trendmicro.com', 'Cc', '', 'Bcc', '') called at
/usr/local/rt3.6/share/html/autohandler line 374

HTML::Mason::Commands::__ANON__('Cc', '', 'ForwardAndReturn', 'Forward
Message and Return', 'To', 'spam at support.trendmicro.com', 'id', 96322,
'QuoteTransaction', 1198169, 'Bcc', '') 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(0x555558
9f9a90)', 'Cc', '', 'ForwardAndReturn', 'Forward Message and Return', 'To',
'spam at support.trendmicro.com', 'id', 96322, 'QuoteTransaction', 1198169,
'Bcc', '') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm
line 1251

eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1250

HTML::Mason::Request::comp(undef, undef, undef, 'Cc', '',
'ForwardAndReturn', 'Forward Message and Return', 'To',
'spam at support.trendmicro.com', 'id', 96322, 'QuoteTransaction', 1198169,
'Bcc', '') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm
line 460

eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 460

eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 412

HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x55555
9f8c000)') called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 168

HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl
er=HASH(0x555559f8c000)') called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 826

HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(
0x55555808bf50)', 'Apache2::RequestRec=SCALAR(0x55555ad154a0)') called at
/usr/local/rt3.6/bin/webmux.pl line 125

eval {...} at /usr/local/rt3.6/bin/webmux.pl line 125

RT::Mason::handler('Apache2::RequestRec=SCALAR(0x55555ad154a0)') called at
-e line 0

eval {...} at -e line 0

 

 

John Lim

 

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From rcfoster at fs.fed.us  Wed Jul 14 07:03:32 2010
From: rcfoster at fs.fed.us (Robert C Foster)
Date: Wed, 14 Jul 2010 04:03:32 -0700
Subject: [rt-users] Robert C Foster is out of the office.
Message-ID: <OF508FD044.692B67AD-ON88257760.003CBFC8-88257760.003CBFC9@fs.fed.us>


I will be out of the office starting  07/14/2010 and will not return until
07/16/2010.

I will be out of the office starting 7/14/2010 and will not return until
the afternoon of 7/16/2010.  If you have emergency server issues, please
contact TJ Holley, tjholley at fs.fed.us, 907-424-4724.



From ruz at bestpractical.com  Wed Jul 14 09:14:12 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 14 Jul 2010 17:14:12 +0400
Subject: [rt-users] Error when forwarding a message with an attachment
In-Reply-To: <-5024264010013938950@unknownmsgid>
References: <-5024264010013938950@unknownmsgid>
Message-ID: <AANLkTikQob128Sil8H9k2kskJ2DKZ-5Ex_MpsvevK2te@mail.gmail.com>

Hi,

There is no such feature as Forward in RT 3.6, it's in RT 3.8.

On Wed, Jul 14, 2010 at 11:20 AM, John Chenny Lim
<jc.lim at vicscouts.asn.au>wrote:

>  Hi all,
>
>
>
> I am having problems forwarding messages with attachment. I am using RT
> Request Tracker 3.6. Below are the error dumps:
>
> *System error*
>
> *error:*
>
> Can't call method "ContentAsMIME" on an undefined value at
> /usr/local/rt3.6/lib/RT/Interface/Email.pm line 300.
>
> *context:*
>
> *...*
>
> *296:*
>
> my $txn = shift;
>
> *297:*
>
> my %args = ( To => '', Cc => '', Bcc => '', @_ );
>
> *298:*
>
> *299:*
>
> my $main_content = $txn->ContentObj;
>
> *300:*
>
> my $entity = $main_content->ContentAsMIME;
>
> *301:*
>
> *302:*
>
> if ( $main_content->Parent ) {
>
> *303:*
>
> # main content is not top most entity, we shouldn't loose
>
> *304:*
>
> # From/To/Cc headers that are on a top part
>
> *...*
>
> *code stack:*
>
> /usr/local/rt3.6/lib/RT/Interface/Email.pm:300
> /usr/local/rt3.6/share/html/Ticket/Forward.html:121
> /usr/local/rt3.6/share/html/autohandler:374
>

-- 
Best regards, Ruslan.
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From jesse at bestpractical.com  Wed Jul 14 09:49:15 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 14 Jul 2010 15:49:15 +0200
Subject: [rt-users] 3.8.4 - Customers able to see tickets for queues
 they don't have rights on
In-Reply-To: <6958AA3C-4061-4331-99F0-C27CAF6C1F1E@openbet.com>
References: <6958AA3C-4061-4331-99F0-C27CAF6C1F1E@openbet.com>
Message-ID: <20100714134915.GE13683@puppy>




> This is on 3.8.4 - we've got 3.8.8 on a test system and it doesn't seem to be showing the same problem on there.
> 
> Anyone noticed this before??
> 
> I use UseSQLForACLChecks = 1. If I turn that off then at least they can't see things they shouldn't, but now the search results are very messed up and you might have to page until you can find a visible ticket.
> 

I suspect that this is "We've fixed a bug in UseSQLForACLChecks" more
than anything else.

There's a reason (several actually) that we describe UseSQLForACLChecks
as beta ;)


From falcone at bestpractical.com  Wed Jul 14 10:07:39 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 14 Jul 2010 10:07:39 -0400
Subject: [rt-users] Error when forwarding a message with an attachment
In-Reply-To: <011801cb2325$104b17f0$30e147d0$@lim@vicscouts.asn.au>
References: <011801cb2325$104b17f0$30e147d0$@lim@vicscouts.asn.au>
Message-ID: <20100714140739.GB488@jibsheet.com>

On Wed, Jul 14, 2010 at 05:20:37PM +1000, John Chenny Lim wrote:
>    I am having problems forwarding messages with attachment. I am using RT Request Tracker 3.6.
>    Below are the error dumps:

3.6 didn't have a ForwardTransaction function, did you backport some
code or are you running a different function.

-kevin

>                                             System error
> 
>    error:       Can't call method "ContentAsMIME" on an undefined value at
>                 /usr/local/rt3.6/lib/RT/Interface/Email.pm line 300.
>    context:     ...
>                 296:  my $txn = shift;
>                 297:  my %args = ( To => '', Cc => '', Bcc => '', @_ );
>                 298:
>                 299:  my $main_content = $txn->ContentObj;
>                 300:  my $entity = $main_content->ContentAsMIME;
>                 301:
>                 302:  if ( $main_content->Parent ) {
>                 303:  # main content is not top most entity, we shouldn't loose
>                 304:  # From/To/Cc headers that are on a top part
>                 ...
>    code stack:  /usr/local/rt3.6/lib/RT/Interface/Email.pm:300
>                 /usr/local/rt3.6/share/html/Ticket/Forward.html:121
>                 /usr/local/rt3.6/share/html/autohandler:374
> 
> 
> 
> 
> 
>                                          Raw error details:
> 
> 
> 
>    Can't call method "ContentAsMIME" on an undefined value at
>    /usr/local/rt3.6/lib/RT/Interface/Email.pm line 300.
> 
> 
> 
> 
> 
>    Trace begun at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Exceptions.pm line 129
> 
>    HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "ContentAsMIME" on an undefined
>    value at /usr/local/rt3.6/lib/RT/Interface/Email.pm line 300.^J') called at
>    /usr/local/rt3.6/lib/RT/Interface/Email.pm line 300
> 
>    RT::Interface::Email::ForwardTransaction('RT::Transaction=HASH(0x55555ad06e30)', 'Cc', '',
>    'ForwardAndReturn', 'Forward Message and Return', 'To', 'spam at support.trendmicro.com', 'id',
>    96322, 'QuoteTransaction', 1198169, 'Bcc', '') called at
>    /usr/local/rt3.6/share/html/Ticket/Forward.html line 121
> 
>    HTML::Mason::Commands::__ANON__('ForwardAndReturn', 'Forward Message and Return',
>    'QuoteTransaction', 1198169, 'id', 96322, 'To', 'spam at support.trendmicro.com', 'Cc', '',
>    'Bcc', '') 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(0x5555598c9120)',
>    'ForwardAndReturn', 'Forward Message and Return', 'QuoteTransaction', 1198169, 'id', 96322,
>    'To', 'spam at support.trendmicro.com', 'Cc', '', 'Bcc', '') called at
>    /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1256
> 
>    eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1250
> 
>    HTML::Mason::Request::comp(undef, undef, undef, 'ForwardAndReturn', 'Forward Message and
>    Return', 'QuoteTransaction', 1198169, 'id', 96322, 'To', 'spam at support.trendmicro.com', 'Cc',
>    '', 'Bcc', '') called at /usr/local/rt3.6/share/html/autohandler line 374
> 
>    HTML::Mason::Commands::__ANON__('Cc', '', 'ForwardAndReturn', 'Forward Message and Return',
>    'To', 'spam at support.trendmicro.com', 'id', 96322, 'QuoteTransaction', 1198169, 'Bcc', '')
>    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(0x5555589f9a90)', 'Cc',
>    '', 'ForwardAndReturn', 'Forward Message and Return', 'To', 'spam at support.trendmicro.com',
>    'id', 96322, 'QuoteTransaction', 1198169, 'Bcc', '') called at
>    /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1251
> 
>    eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1250
> 
>    HTML::Mason::Request::comp(undef, undef, undef, 'Cc', '', 'ForwardAndReturn', 'Forward Message
>    and Return', 'To', 'spam at support.trendmicro.com', 'id', 96322, 'QuoteTransaction', 1198169,
>    'Bcc', '') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 460
> 
>    eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 460
> 
>    eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 412
> 
>    HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x555559f8c000)') called
>    at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 168
> 
>    HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x555559f8c000)')
>    called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 826
> 
>    HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x55555808bf50)',
>    'Apache2::RequestRec=SCALAR(0x55555ad154a0)') called at /usr/local/rt3.6/bin/webmux.pl line
>    125
> 
>    eval {...} at /usr/local/rt3.6/bin/webmux.pl line 125
> 
>    RT::Mason::handler('Apache2::RequestRec=SCALAR(0x55555ad154a0)') called at -e line 0
> 
>    eval {...} at -e line 0
> 
> 
> 
> 
> 
>    John Lim
> 
> 

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

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From sunnavy at bestpractical.com  Wed Jul 14 14:11:56 2010
From: sunnavy at bestpractical.com (sunnavy)
Date: Thu, 15 Jul 2010 02:11:56 +0800
Subject: [rt-users] RT3.8.8 Custom Field Bug (from:
 peter@petermurfitt.com)
In-Reply-To: <20100714135004.GF13683@puppy>
References: <20100714135004.GF13683@puppy>
Message-ID: <20100714181156.GA6542@suns-MacBook.local>

Hi Peter

it's fixed and will be included in 3.8.9, see also the ticket:
http://issues.bestpractical.com/Ticket/Display.html?id=15068

thanks for reporting this bug

best wishes
sunnavy

> RT Users,
> 
> After some testing, it appears as though I have found a bug relating to the
> display of custom fields when in the basics edit page.
> 
> We have some custom fields set up, so that some are SeeCustomField others are
> ModifyCustomField and the rest have no permissions assigned. When on the edit
> page, everything that ModifyCustomField is set for, are viewable and editable
> just as I expect. However, when changing any of these, and hitting save
> changes, every single Custom field applicable to that Queue/Globally are
> suddenly visible entirely!
> 
> Of course when these are changed, and save changes is clicked again I am shown
> Permission Denied, and then only the correct custom fields are shown once more.
> 
> I've had a look at the code affecting this, and it seems to be the share/html/
> Ticket/Elements/EditCustomFields which is the problem, on line 52:
> % next unless $CustomField->CurrentUserHasRight('ModifyCustomField');
> This seems to be true on every field upon a submit of the form, yet works
> correctly when visiting the page initially. As a workaround, I changed the line
> to:
> % next unless $session{'CurrentUser'}->HasRight( Object => $CustomField, Right
> => 'ModifyCustomField');
> And this seems to have fixed it.
> 
> I'm not entirely sure if this is a bug with RT3.8.8 or if it was present in
> previous releases, or it's just something with our specific setup.
> 
> Hopefully someone with a little more knowledge of the internal RT libs will be
> able to confirm this!
> 
> Cheers,
> Peter
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 


From kamber.dalal at verizonbusiness.com  Wed Jul 14 15:45:03 2010
From: kamber.dalal at verizonbusiness.com (Dalal, Kamber Z)
Date: Wed, 14 Jul 2010 19:45:03 +0000
Subject: [rt-users] Command by Mail and custom fields
Message-ID: <DC99AD542ED3E941ADAD656EF69679D404D13FA5@ASHEVS016.vzbi.com>

Using RT 3.8.8, with RT Extension command by mail active.  Two
privileged users belonging to the same custom group.  That custom group
has rights to modify, assign and see custom fields to tickets in Queue
xyz.  Both users were unable to assign custom field values, so I
modified the Configuration->Global->User Rights and granted User A,
Assign, Modify and see Custom fields permissions.  Once that was done
User A is able to update basic and custom fields to tickets within queue
xyz through email.  Granted the same to User B in
Configuration->Global->User Rights, but User B still cannot assign
custom field values, but is able to assign basic field values, through
e-mail.
 
Please provide list of permissions to grant so User B or another
privileged User to be able to assign custom field values through e-mail.
 
 
Thank you,
Kamber Dalal
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From ktm at rice.edu  Wed Jul 14 16:11:28 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Wed, 14 Jul 2010 15:11:28 -0500
Subject: [rt-users] bug in charting for Pg
Message-ID: <20100714201128.GQ11581@aart.is.rice.edu>

I received the following error for plotting a search by
"CreatedMonthly":

ERROR:  column reference "created" is ambiguous at character 37
STATEMENT:  SELECT COUNT(main.id) AS id, SUBSTR(Created::text,1,7) AS createdmonthly FROM Tickets main CROSS JOIN Users Users_3 JOIN Groups Groups_1  ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2  ON ( CachedGroupMembers_2.MemberId = Users_3.id ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id )  WHERE (Users_3.EmailAddress ILIKE '%ktm@%') AND (main.Status != 'deleted') AND ( ( CachedGroupMembers_2.id IS NOT NULL ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id)  GROUP BY SUBSTR(Created::text,1,7) 

Here are the applicable lines from lib/RT/Report/Tickets.pm:

sub _FieldToFunction {
    my $self = shift;
    my %args = (@_);

    my $field = $args{'FIELD'};

    if ($field =~ /^(.*)(Daily|Monthly|Annually)$/) {
        my ($field, $grouping) = ($1, $2);
        # Pg 8.3 requires explicit casting
        $field .= '::text' if RT->Config->Get('DatabaseType') eq 'Pg';
        if ( $grouping =~ /Daily/ ) {
            $args{'FUNCTION'} = "SUBSTR($field,1,10)";
        }
        elsif ( $grouping =~ /Monthly/ ) {
            $args{'FUNCTION'} = "SUBSTR($field,1,7)";
        }
        elsif ( $grouping =~ /Annually/ ) {
            $args{'FUNCTION'} = "SUBSTR($field,1,4)";
        }
    } elsif ( $field =~ /^(?:CF|CustomField)\.{(.*)}$/ ) { #XXX: use CFDecipher method
...

I added a table specifier "main." to the field to fix the
problem. You may want to do something similar since it looks
like 3.8.8 has the same problem (we are running 3.8.5):

> diff -u lib/RT/Report/Tickets.pm local/lib/RT/Report/Tickets.pm 
--- lib/RT/Report/Tickets.pm    2009-10-13 12:24:43.000000000 -0500
+++ local/lib/RT/Report/Tickets.pm      2010-07-14 15:02:59.000000000 -0500
@@ -171,13 +171,13 @@
         # Pg 8.3 requires explicit casting
         $field .= '::text' if RT->Config->Get('DatabaseType') eq 'Pg';
         if ( $grouping =~ /Daily/ ) {
-            $args{'FUNCTION'} = "SUBSTR($field,1,10)";
+            $args{'FUNCTION'} = "SUBSTR(main.$field,1,10)";
         }
         elsif ( $grouping =~ /Monthly/ ) {
-            $args{'FUNCTION'} = "SUBSTR($field,1,7)";
+            $args{'FUNCTION'} = "SUBSTR(main.$field,1,7)";
         }
         elsif ( $grouping =~ /Annually/ ) {
-            $args{'FUNCTION'} = "SUBSTR($field,1,4)";
+            $args{'FUNCTION'} = "SUBSTR(main.$field,1,4)";
         }
     } elsif ( $field =~ /^(?:CF|CustomField)\.{(.*)}$/ ) { #XXX: use CFDecipher method
         my $cf_name = $1;

Regards,
Ken


From kfcrocker at lbl.gov  Wed Jul 14 16:18:12 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 14 Jul 2010 13:18:12 -0700
Subject: [rt-users] Can't get Custom Fields to arrange in selected sequence
Message-ID: <AANLkTilyiHHSi2bL83TMYW_67COm0D7if7yL4gbso1q1@mail.gmail.com>

To list,

We just installed 3.8.8 in our Development environment. Most of it works
well, but I can't get the Custom Fields to move up or down in the ticket
display/update screens for any Queue.

I have superuser rights.

I was under the impression this had been fixed in 3.8.8. Am I mistaken?

Kenn
LBNL
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From ruz at bestpractical.com  Wed Jul 14 19:29:40 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 15 Jul 2010 03:29:40 +0400
Subject: [rt-users] bug in charting for Pg
In-Reply-To: <20100714201128.GQ11581@aart.is.rice.edu>
References: <20100714201128.GQ11581@aart.is.rice.edu>
Message-ID: <AANLkTilJttvTJU12jUbyqqK-X0luR4cEcsakById9yNY@mail.gmail.com>

Hi,

It's been fixed in repository. Anyway, thanks for posting solution.

On Thu, Jul 15, 2010 at 12:11 AM, Kenneth Marshall <ktm at rice.edu> wrote:
> I received the following error for plotting a search by
> "CreatedMonthly":
>
> ERROR: ?column reference "created" is ambiguous at character 37
> STATEMENT: ?SELECT COUNT(main.id) AS id, SUBSTR(Created::text,1,7) AS createdmonthly FROM Tickets main CROSS JOIN Users Users_3 JOIN Groups Groups_1 ?ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ?ON ( CachedGroupMembers_2.MemberId = Users_3.id ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) ?WHERE (Users_3.EmailAddress ILIKE '%ktm@%') AND (main.Status != 'deleted') AND ( ( CachedGroupMembers_2.id IS NOT NULL ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) ?GROUP BY SUBSTR(Created::text,1,7)
>
> Here are the applicable lines from lib/RT/Report/Tickets.pm:
>
> sub _FieldToFunction {
> ? ?my $self = shift;
> ? ?my %args = (@_);
>
> ? ?my $field = $args{'FIELD'};
>
> ? ?if ($field =~ /^(.*)(Daily|Monthly|Annually)$/) {
> ? ? ? ?my ($field, $grouping) = ($1, $2);
> ? ? ? ?# Pg 8.3 requires explicit casting
> ? ? ? ?$field .= '::text' if RT->Config->Get('DatabaseType') eq 'Pg';
> ? ? ? ?if ( $grouping =~ /Daily/ ) {
> ? ? ? ? ? ?$args{'FUNCTION'} = "SUBSTR($field,1,10)";
> ? ? ? ?}
> ? ? ? ?elsif ( $grouping =~ /Monthly/ ) {
> ? ? ? ? ? ?$args{'FUNCTION'} = "SUBSTR($field,1,7)";
> ? ? ? ?}
> ? ? ? ?elsif ( $grouping =~ /Annually/ ) {
> ? ? ? ? ? ?$args{'FUNCTION'} = "SUBSTR($field,1,4)";
> ? ? ? ?}
> ? ?} elsif ( $field =~ /^(?:CF|CustomField)\.{(.*)}$/ ) { #XXX: use CFDecipher method
> ...
>
> I added a table specifier "main." to the field to fix the
> problem. You may want to do something similar since it looks
> like 3.8.8 has the same problem (we are running 3.8.5):
>
>> diff -u lib/RT/Report/Tickets.pm local/lib/RT/Report/Tickets.pm
> --- lib/RT/Report/Tickets.pm ? ?2009-10-13 12:24:43.000000000 -0500
> +++ local/lib/RT/Report/Tickets.pm ? ? ?2010-07-14 15:02:59.000000000 -0500
> @@ -171,13 +171,13 @@
> ? ? ? ? # Pg 8.3 requires explicit casting
> ? ? ? ? $field .= '::text' if RT->Config->Get('DatabaseType') eq 'Pg';
> ? ? ? ? if ( $grouping =~ /Daily/ ) {
> - ? ? ? ? ? ?$args{'FUNCTION'} = "SUBSTR($field,1,10)";
> + ? ? ? ? ? ?$args{'FUNCTION'} = "SUBSTR(main.$field,1,10)";
> ? ? ? ? }
> ? ? ? ? elsif ( $grouping =~ /Monthly/ ) {
> - ? ? ? ? ? ?$args{'FUNCTION'} = "SUBSTR($field,1,7)";
> + ? ? ? ? ? ?$args{'FUNCTION'} = "SUBSTR(main.$field,1,7)";
> ? ? ? ? }
> ? ? ? ? elsif ( $grouping =~ /Annually/ ) {
> - ? ? ? ? ? ?$args{'FUNCTION'} = "SUBSTR($field,1,4)";
> + ? ? ? ? ? ?$args{'FUNCTION'} = "SUBSTR(main.$field,1,4)";
> ? ? ? ? }
> ? ? } elsif ( $field =~ /^(?:CF|CustomField)\.{(.*)}$/ ) { #XXX: use CFDecipher method
> ? ? ? ? my $cf_name = $1;
>
> Regards,
> Ken
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From crazydog115 at gmail.com  Wed Jul 14 21:02:54 2010
From: crazydog115 at gmail.com (Jonah Hirsch)
Date: Wed, 14 Jul 2010 18:02:54 -0700
Subject: [rt-users] Reset User's Search Format?
Message-ID: <AANLkTimfDu6HTpYiUWGQ9pvyNjlBP7JurVdfsxYlEGWq@mail.gmail.com>

One of our users has a search format set that is incompatible with
our installation of RT (makes searches link to the wrong place), and I can't
seem to find a way to reset or even change his default search format.
I that there is a config setting for DefaultSearchFormat, but new users
don't have this problem, just this older one.

Note that this is a database that was imported to RT 3.8.8 from RT 3.6.7

Jonah Hirsch
-----------------------
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From justin.hayes at openbet.com  Thu Jul 15 02:46:59 2010
From: justin.hayes at openbet.com (Justin Hayes)
Date: Thu, 15 Jul 2010 07:46:59 +0100
Subject: [rt-users] 3.8.4 - Customers able to see tickets for queues
	they don't have rights on
In-Reply-To: <20100714134915.GE13683@puppy>
References: <6958AA3C-4061-4331-99F0-C27CAF6C1F1E@openbet.com>
	<20100714134915.GE13683@puppy>
Message-ID: <B6B77FCC-C3A7-484D-B0B8-E0EEFBCDF7E9@openbet.com>

Thanks Jesse. I know it's beta, but does fix some other issues so having it on was better than not, if you see what I mean :)

I'm upgrading to 3.8.8 soon anyway which will fix it.

Justin

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com

On 14 Jul 2010, at 14:49, Jesse Vincent wrote:

> 
> 
> 
>> This is on 3.8.4 - we've got 3.8.8 on a test system and it doesn't seem to be showing the same problem on there.
>> 
>> Anyone noticed this before??
>> 
>> I use UseSQLForACLChecks = 1. If I turn that off then at least they can't see things they shouldn't, but now the search results are very messed up and you might have to page until you can find a visible ticket.
>> 
> 
> I suspect that this is "We've fixed a bug in UseSQLForACLChecks" more
> than anything else.
> 
> There's a reason (several actually) that we describe UseSQLForACLChecks
> as beta ;)



From justin.hayes at openbet.com  Thu Jul 15 02:49:09 2010
From: justin.hayes at openbet.com (Justin Hayes)
Date: Thu, 15 Jul 2010 07:49:09 +0100
Subject: [rt-users] Scrips and Recipients section not picking up
	TransactionBatch scrips - 3.8.8
In-Reply-To: <AANLkTinIVWvUgfgGpxpsKK9XmSBG8iqj3q0VS1wDape3@mail.gmail.com>
References: <98F03522-C98D-40E1-9841-C96041E0A76F@openbet.com>
	<AANLkTimU9TSFRjBhYm53DCQ5B-ZeL58VF75Ph3HUyBDH@mail.gmail.com>
	<1ACB6A50-A938-4D23-9AC0-70957588615E@openbet.com>
	<AANLkTinIVWvUgfgGpxpsKK9XmSBG8iqj3q0VS1wDape3@mail.gmail.com>
Message-ID: <E983CB64-C01E-498E-B435-F19EC4DC0D0E@openbet.com>

I normally do - I think I must have changed this one early on in the process before I got used to altering RT_SiteConfig.pm.

So the problem still stands - I'm surprised no-one else has seen this before, unless not many people use Batch?

Justin

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com

On 13 Jul 2010, at 19:36, Kenneth Crocker wrote:

> Justin,
> 
> Yep. But I'd make the change in RT_SiteConfig.pm. I like to leave original files/info alone in case I ever need to reference an original setting, etc. RT will automatically override the setting from the RT_SiteConfig.pm file. 
> 
> Kenn
> LBNL
> 
> On Tue, Jul 13, 2010 at 8:59 AM, Justin Hayes <justin.hayes at openbet.com> wrote:
> Is that this one Kenn?
> 
> RT_Config.pm:Set($UseTransactionBatch, 1);
> 
> Cheers,
> 
> Justin
> 
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
> 
> On 13 Jul 2010, at 16:52, Kenneth Crocker wrote:
> 
>> Justin,
>> 
>> I hate to ask, but did you make sure your configuration setting is for Batch?
>> 
>> Kenn
>> LBNL
>> 
>> On Tue, Jul 13, 2010 at 8:03 AM, Justin Hayes <justin.hayes at openbet.com> wrote:
>> I've noticed that the 'Scrips and Recipients' section of the Ticket update page doesn't pick up scrips that are TransactionBatch. Only TransactionCreate ones are shown.
>> 
>> I use TransactionBatch a lot of the time (I'm seem to remember their being good reasons for this) and so I can't actually see who's going to be sent mails.
>> 
>> Does anyone know if this is a known bug/issue or deliberate? I've not found anything on the wiki....
>> 
>> Thanks,
>> 
>> Justin
>> 
>> -------------------------------------------------
>> Justin Hayes
>> OpenBet Support Manager
>> justin.hayes at openbet.com
>> 
>> 
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>> 
>> 
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
> 
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

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From pokui at psg.com  Thu Jul 15 04:10:34 2010
From: pokui at psg.com (Patrick Okui)
Date: Thu, 15 Jul 2010 11:10:34 +0300
Subject: [rt-users] RT 3.8.8 - Can a superuser reset a users password?
In-Reply-To: <20100710201727.GM983@jibsheet.com>
References: <1214B92276151C40B1DEBE7D142AD82F03CC8F79@XVS01.dpu.depaul.edu>
	<20100710201727.GM983@jibsheet.com>
Message-ID: <C05746AA-5C69-4BD9-8F50-19857E606B51@psg.com>


On 10 Jul, 2010, at 11:17 PM, Kevin Falcone wrote:

> On Fri, Jul 09, 2010 at 09:22:58PM -0500, Foggi, Nicola wrote:
>>   So under 3.8.8 you need to know the old password for the user.   
>> If a user forgets the
>>   password, and an admin needs to reset it, it appears the admin  
>> has to also know the old
>>   password (as when i left it blank it told me to enter my current  
>> password).
>>
>>   Maybe i'm missing something simple?
>
> It says "Your current password" not "The user's current password"

Any objections to removing the word "current"[*]? I personally haven't  
had this problem, but it could reduce the confusion IMHO.

--
patrick

[*] yes, I do know that for a local installation it's not hard.


From G.Booth at lboro.ac.uk  Thu Jul 15 04:50:50 2010
From: G.Booth at lboro.ac.uk (G.Booth)
Date: Thu, 15 Jul 2010 09:50:50 +0100
Subject: [rt-users] ajax GET request for cgi
Message-ID: <ximss-8505070@twum.lboro.ac.uk>

Hi All

Im trying to get a piece of ajax and perl working for Create.html. Ive added 
a javascript on click event that calls a function which uses the httpRequest 
GET method on a perl file :

e.g.   httpRequest.open('GET', "https://server/NoAuth/cgi/blah.cgi", true);

this all works ok and the server is returning a 200 for the GET request. 
However the perl itself isnt executing. Ive chmoded the file to make it 
executable but no joy. Does anybody know how to make this run under NoAuth?

regards

garry

--

Dr Garry Booth
IT Services
Loughborough University


From ruz at bestpractical.com  Thu Jul 15 05:35:26 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 15 Jul 2010 13:35:26 +0400
Subject: [rt-users] RT 3.8.8 - Can a superuser reset a users password?
In-Reply-To: <C05746AA-5C69-4BD9-8F50-19857E606B51@psg.com>
References: <1214B92276151C40B1DEBE7D142AD82F03CC8F79@XVS01.dpu.depaul.edu>
	<20100710201727.GM983@jibsheet.com>
	<C05746AA-5C69-4BD9-8F50-19857E606B51@psg.com>
Message-ID: <AANLkTinNRcK5edoikYeyKT8SOrRLO-tGNm_7VJAcMSkv@mail.gmail.com>

On Thu, Jul 15, 2010 at 12:10 PM, Patrick Okui <pokui at psg.com> wrote:
>
> On 10 Jul, 2010, at 11:17 PM, Kevin Falcone wrote:
>
>> On Fri, Jul 09, 2010 at 09:22:58PM -0500, Foggi, Nicola wrote:
>>>
>>> ?So under 3.8.8 you need to know the old password for the user. ?If a
>>> user forgets the
>>> ?password, and an admin needs to reset it, it appears the admin has to
>>> also know the old
>>> ?password (as when i left it blank it told me to enter my current
>>> password).
>>>
>>> ?Maybe i'm missing something simple?
>>
>> It says "Your current password" not "The user's current password"
>
> Any objections to removing the word "current"[*]? I personally haven't had
> this problem, but it could reduce the confusion IMHO.

We would love to make it more obviouse. All of you who had this
confusion moment, just stop for a while and think what catched you
into thinking that it's user's password not yours.

Deleting current makes sense. Bolding "your"?

> --
> patrick
>
> [*] yes, I do know that for a local installation it's not hard.
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From Raed.El-Hames at vialtus.com  Thu Jul 15 06:10:37 2010
From: Raed.El-Hames at vialtus.com (Raed El-Hames)
Date: Thu, 15 Jul 2010 11:10:37 +0100
Subject: [rt-users] Scrips and Recipients section not picking
	up	TransactionBatch scrips - 3.8.8
In-Reply-To: <E983CB64-C01E-498E-B435-F19EC4DC0D0E@openbet.com>
References: <98F03522-C98D-40E1-9841-C96041E0A76F@openbet.com>
	<AANLkTimU9TSFRjBhYm53DCQ5B-ZeL58VF75Ph3HUyBDH@mail.gmail.com>
	<1ACB6A50-A938-4D23-9AC0-70957588615E@openbet.com>
	<AANLkTinIVWvUgfgGpxpsKK9XmSBG8iqj3q0VS1wDape3@mail.gmail.com>
	<E983CB64-C01E-498E-B435-F19EC4DC0D0E@openbet.com>
Message-ID: <ADA7B4B349CE874CB1DC46B3590D524A0467D38BBC@hex-ex01.internal.gxn.net>

Hi Justin;


?  I've noticed that the 'Scrips and Recipients' section of the Ticket update page doesn't pick up scrips that are TransactionBatch. Only TransactionCreate ones are shown.

This is just pure guess on my part, but I think you don't see the list of recipients with TransactionBatch because its not possible to determine the list until you hit submit, because its possible there will be scrips that depends on other scrips or actions, eg

scrip 1 on correspondence update custom field 1 if the word 'hello' is in the update,
scrip 2 on if custom field 1 changed email blah at blah

So you see its not possible to determine blah at blah will be emailed until the Transaction is created.

As I said, this is my guess, possibly some one from BP can confirm.

Roy
Ps:how did you get on with the performance issue you had?

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Justin Hayes
Sent: 15 July 2010 07:49
To: Kenneth Crocker
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Scrips and Recipients section not picking up TransactionBatch scrips - 3.8.8

I normally do - I think I must have changed this one early on in the process before I got used to altering RT_SiteConfig.pm.

So the problem still stands - I'm surprised no-one else has seen this before, unless not many people use Batch?

Justin

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com<mailto:justin.hayes at openbet.com>

On 13 Jul 2010, at 19:36, Kenneth Crocker wrote:


Justin,

Yep. But I'd make the change in RT_SiteConfig.pm. I like to leave original files/info alone in case I ever need to reference an original setting, etc. RT will automatically override the setting from the RT_SiteConfig.pm file.

Kenn
LBNL
On Tue, Jul 13, 2010 at 8:59 AM, Justin Hayes <justin.hayes at openbet.com<mailto:justin.hayes at openbet.com>> wrote:
Is that this one Kenn?

RT_Config.pm:Set($UseTransactionBatch, 1);

Cheers,

Justin

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com<mailto:justin.hayes at openbet.com>

On 13 Jul 2010, at 16:52, Kenneth Crocker wrote:


Justin,

I hate to ask, but did you make sure your configuration setting is for Batch?

Kenn
LBNL
On Tue, Jul 13, 2010 at 8:03 AM, Justin Hayes <justin.hayes at openbet.com<mailto:justin.hayes at openbet.com>> wrote:
I've noticed that the 'Scrips and Recipients' section of the Ticket update page doesn't pick up scrips that are TransactionBatch. Only TransactionCreate ones are shown.

I use TransactionBatch a lot of the time (I'm seem to remember their being good reasons for this) and so I can't actually see who's going to be sent mails.

Does anyone know if this is a known bug/issue or deliberate? I've not found anything on the wiki....

Thanks,

Justin

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com<mailto:justin.hayes at openbet.com>


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


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



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

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From justin.hayes at openbet.com  Thu Jul 15 06:19:43 2010
From: justin.hayes at openbet.com (Justin Hayes)
Date: Thu, 15 Jul 2010 11:19:43 +0100
Subject: [rt-users] Scrips and Recipients section not picking up
	TransactionBatch scrips - 3.8.8
In-Reply-To: <ADA7B4B349CE874CB1DC46B3590D524A0467D38BBC@hex-ex01.internal.gxn.net>
References: <98F03522-C98D-40E1-9841-C96041E0A76F@openbet.com>
	<AANLkTimU9TSFRjBhYm53DCQ5B-ZeL58VF75Ph3HUyBDH@mail.gmail.com>
	<1ACB6A50-A938-4D23-9AC0-70957588615E@openbet.com>
	<AANLkTinIVWvUgfgGpxpsKK9XmSBG8iqj3q0VS1wDape3@mail.gmail.com>
	<E983CB64-C01E-498E-B435-F19EC4DC0D0E@openbet.com>
	<ADA7B4B349CE874CB1DC46B3590D524A0467D38BBC@hex-ex01.internal.gxn.net>
Message-ID: <AEFFC064-0A40-4EDE-827E-D323D7431EA5@openbet.com>

That makes quite a bit of sense Roy. I'm only really interested in giving people some idea about who's going to be getting standard automated responses, so I should probably look at switching some scrips back to TransactionCreate where possible.

As for my performance problems, hopefully my guy's going to be trying some of the settings you sent me, as there are lots of innoDB configs in there that we've not set at all. Hopefully we'll get somewhere.

Cheers,

Justin

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com

On 15 Jul 2010, at 11:10, Raed El-Hames wrote:

> Hi Justin;
>  
> ?  I've noticed that the 'Scrips and Recipients' section of the Ticket update page doesn't pick up scrips that are TransactionBatch. Only TransactionCreate ones are shown.
>  
> This is just pure guess on my part, but I think you don?t see the list of recipients with TransactionBatch because its not possible to determine the list until you hit submit, because its possible there will be scrips that depends on other scrips or actions, eg
>  
> scrip 1 on correspondence update custom field 1 if the word ?hello? is in the update,
> scrip 2 on if custom field 1 changed email blah at blah
>  
> So you see its not possible to determine blah at blah will be emailed until the Transaction is created.
>  
> As I said, this is my guess, possibly some one from BP can confirm.
>  
> Roy
> Ps:how did you get on with the performance issue you had?
>  
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Justin Hayes
> Sent: 15 July 2010 07:49
> To: Kenneth Crocker
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Scrips and Recipients section not picking up TransactionBatch scrips - 3.8.8
>  
> I normally do - I think I must have changed this one early on in the process before I got used to altering RT_SiteConfig.pm.
>  
> So the problem still stands - I'm surprised no-one else has seen this before, unless not many people use Batch?
>  
> Justin
> 
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
>  
> On 13 Jul 2010, at 19:36, Kenneth Crocker wrote:
> 
> 
> Justin,
> 
> Yep. But I'd make the change in RT_SiteConfig.pm. I like to leave original files/info alone in case I ever need to reference an original setting, etc. RT will automatically override the setting from the RT_SiteConfig.pm file. 
> 
> Kenn
> LBNL
> 
> On Tue, Jul 13, 2010 at 8:59 AM, Justin Hayes <justin.hayes at openbet.com> wrote:
> Is that this one Kenn?
>  
> RT_Config.pm:Set($UseTransactionBatch, 1);
>  
> Cheers,
>  
> Justin
> 
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
>  
> On 13 Jul 2010, at 16:52, Kenneth Crocker wrote:
> 
> 
> Justin,
> 
> I hate to ask, but did you make sure your configuration setting is for Batch?
> 
> Kenn
> LBNL
> 
> On Tue, Jul 13, 2010 at 8:03 AM, Justin Hayes <justin.hayes at openbet.com> wrote:
> I've noticed that the 'Scrips and Recipients' section of the Ticket update page doesn't pick up scrips that are TransactionBatch. Only TransactionCreate ones are shown.
> 
> I use TransactionBatch a lot of the time (I'm seem to remember their being good reasons for this) and so I can't actually see who's going to be sent mails.
> 
> Does anyone know if this is a known bug/issue or deliberate? I've not found anything on the wiki....
> 
> Thanks,
> 
> Justin
> 
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>  
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>  

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From falcone at bestpractical.com  Thu Jul 15 08:29:29 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 15 Jul 2010 08:29:29 -0400
Subject: [rt-users] RT 3.8.8 - Can a superuser reset a users password?
In-Reply-To: <C05746AA-5C69-4BD9-8F50-19857E606B51@psg.com>
References: <1214B92276151C40B1DEBE7D142AD82F03CC8F79@XVS01.dpu.depaul.edu>
	<20100710201727.GM983@jibsheet.com>
	<C05746AA-5C69-4BD9-8F50-19857E606B51@psg.com>
Message-ID: <20100715122929.GC488@jibsheet.com>

Please don't mail me personally.
I set multiple headers indicating that replies should go to the list

On Thu, Jul 15, 2010 at 11:10:34AM +0300, Patrick Okui wrote:
> 
> On 10 Jul, 2010, at 11:17 PM, Kevin Falcone wrote:
> 
> >On Fri, Jul 09, 2010 at 09:22:58PM -0500, Foggi, Nicola wrote:
> >>  So under 3.8.8 you need to know the old password for the user.
> >>If a user forgets the
> >>  password, and an admin needs to reset it, it appears the admin
> >>has to also know the old
> >>  password (as when i left it blank it told me to enter my
> >>current password).
> >>
> >>  Maybe i'm missing something simple?
> >
> >It says "Your current password" not "The user's current password"
> 
> Any objections to removing the word "current"[*]? I personally
> haven't had this problem, but it could reduce the confusion IMHO.

This commit will be in 3.8.9 and may help alleviate it 2818c1176b1ffa8b91527b3ffb62d7ab8b7f926e

-kevin
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From chuck.boeheim at cornell.edu  Thu Jul 15 10:02:45 2010
From: chuck.boeheim at cornell.edu (Chuck Boeheim)
Date: Thu, 15 Jul 2010 10:02:45 -0400
Subject: [rt-users] Scrips and Recipients section not picking
	up	TransactionBatch scrips - 3.8.8
In-Reply-To: <AEFFC064-0A40-4EDE-827E-D323D7431EA5@openbet.com>
References: <98F03522-C98D-40E1-9841-C96041E0A76F@openbet.com>
	<AANLkTimU9TSFRjBhYm53DCQ5B-ZeL58VF75Ph3HUyBDH@mail.gmail.com>
	<1ACB6A50-A938-4D23-9AC0-70957588615E@openbet.com>
	<AANLkTinIVWvUgfgGpxpsKK9XmSBG8iqj3q0VS1wDape3@mail.gmail.com>
	<E983CB64-C01E-498E-B435-F19EC4DC0D0E@openbet.com>
	<ADA7B4B349CE874CB1DC46B3590D524A0467D38BBC@hex-ex01.internal.gxn.net>
	<AEFFC064-0A40-4EDE-827E-D323D7431EA5@openbet.com>
Message-ID: <4917031D-B95A-4763-8E89-E89EC25AD714@cornell.edu>

I addressed this problem in one RT installation by adding a TransactionCreate script on the same condition that did nothing (using template Blank).  That way you'll get the list of people that it will mail to, though not the actual template that it will use.

-Chuck
--
Chuck Boeheim [::] CIT [::] Systems Services
Sufficient unto the day are the meetings thereof

On Jul 15, 2010, at 6:19 AM, Justin Hayes wrote:

That makes quite a bit of sense Roy. I'm only really interested in giving people some idea about who's going to be getting standard automated responses, so I should probably look at switching some scrips back to TransactionCreate where possible.

As for my performance problems, hopefully my guy's going to be trying some of the settings you sent me, as there are lots of innoDB configs in there that we've not set at all. Hopefully we'll get somewhere.

Cheers,

Justin

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com<mailto:justin.hayes at openbet.com>

On 15 Jul 2010, at 11:10, Raed El-Hames wrote:

Hi Justin;

>  I've noticed that the 'Scrips and Recipients' section of the Ticket update page doesn't pick up scrips that are TransactionBatch. Only TransactionCreate ones are shown.

This is just pure guess on my part, but I think you don?t see the list of recipients with TransactionBatch because its not possible to determine the list until you hit submit, because its possible there will be scrips that depends on other scrips or actions, eg

scrip 1 on correspondence update custom field 1 if the word ?hello? is in the update,
scrip 2 on if custom field 1 changed email blah at blah

So you see its not possible to determine blah at blah will be emailed until the Transaction is created.

As I said, this is my guess, possibly some one from BP can confirm.

Roy
Ps:how did you get on with the performance issue you had?

From: rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Justin Hayes
Sent: 15 July 2010 07:49
To: Kenneth Crocker
Cc: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] Scrips and Recipients section not picking up TransactionBatch scrips - 3.8.8

I normally do - I think I must have changed this one early on in the process before I got used to altering RT_SiteConfig.pm.

So the problem still stands - I'm surprised no-one else has seen this before, unless not many people use Batch?

Justin

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com<mailto:justin.hayes at openbet.com>

On 13 Jul 2010, at 19:36, Kenneth Crocker wrote:


Justin,

Yep. But I'd make the change in RT_SiteConfig.pm. I like to leave original files/info alone in case I ever need to reference an original setting, etc. RT will automatically override the setting from the RT_SiteConfig.pm file.

Kenn
LBNL
On Tue, Jul 13, 2010 at 8:59 AM, Justin Hayes <justin.hayes at openbet.com<mailto:justin.hayes at openbet.com>> wrote:
Is that this one Kenn?

RT_Config.pm:Set($UseTransactionBatch, 1);

Cheers,

Justin

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com<mailto:justin.hayes at openbet.com>

On 13 Jul 2010, at 16:52, Kenneth Crocker wrote:


Justin,

I hate to ask, but did you make sure your configuration setting is for Batch?

Kenn
LBNL
On Tue, Jul 13, 2010 at 8:03 AM, Justin Hayes <justin.hayes at openbet.com<mailto:justin.hayes at openbet.com>> wrote:
I've noticed that the 'Scrips and Recipients' section of the Ticket update page doesn't pick up scrips that are TransactionBatch. Only TransactionCreate ones are shown.

I use TransactionBatch a lot of the time (I'm seem to remember their being good reasons for this) and so I can't actually see who's going to be sent mails.

Does anyone know if this is a known bug/issue or deliberate? I've not found anything on the wiki....

Thanks,

Justin

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com<mailto:justin.hayes at openbet.com>


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


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



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


<ATT00001.c>

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From justin.hayes at openbet.com  Thu Jul 15 10:10:01 2010
From: justin.hayes at openbet.com (Justin Hayes)
Date: Thu, 15 Jul 2010 15:10:01 +0100
Subject: [rt-users] Scrips and Recipients section not picking
	up	TransactionBatch scrips - 3.8.8
In-Reply-To: <4917031D-B95A-4763-8E89-E89EC25AD714@cornell.edu>
References: <98F03522-C98D-40E1-9841-C96041E0A76F@openbet.com>
	<AANLkTimU9TSFRjBhYm53DCQ5B-ZeL58VF75Ph3HUyBDH@mail.gmail.com>
	<1ACB6A50-A938-4D23-9AC0-70957588615E@openbet.com>
	<AANLkTinIVWvUgfgGpxpsKK9XmSBG8iqj3q0VS1wDape3@mail.gmail.com>
	<E983CB64-C01E-498E-B435-F19EC4DC0D0E@openbet.com>
	<ADA7B4B349CE874CB1DC46B3590D524A0467D38BBC@hex-ex01.internal.gxn.net>
	<AEFFC064-0A40-4EDE-827E-D323D7431EA5@openbet.com>
	<4917031D-B95A-4763-8E89-E89EC25AD714@cornell.edu>
Message-ID: <BF4664B0-84C7-47E5-9A47-1E80FDCB0C19@openbet.com>

Now that's an idea.....

Cheers Chuck!

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com

On 15 Jul 2010, at 15:02, Chuck Boeheim wrote:

> I addressed this problem in one RT installation by adding a TransactionCreate script on the same condition that did nothing (using template Blank).  That way you'll get the list of people that it will mail to, though not the actual template that it will use.
> 
> -Chuck
> -- 
> Chuck Boeheim [::] CIT [::] Systems Services
> Sufficient unto the day are the meetings thereof
> 
> On Jul 15, 2010, at 6:19 AM, Justin Hayes wrote:
> 
>> That makes quite a bit of sense Roy. I'm only really interested in giving people some idea about who's going to be getting standard automated responses, so I should probably look at switching some scrips back to TransactionCreate where possible.
>> 
>> As for my performance problems, hopefully my guy's going to be trying some of the settings you sent me, as there are lots of innoDB configs in there that we've not set at all. Hopefully we'll get somewhere.
>> 
>> Cheers,
>> 
>> Justin
>> 
>> -------------------------------------------------
>> Justin Hayes
>> OpenBet Support Manager
>> justin.hayes at openbet.com
>> 
>> On 15 Jul 2010, at 11:10, Raed El-Hames wrote:
>> 
>>> Hi Justin;
>>>  
>>> ?  I've noticed that the 'Scrips and Recipients' section of the Ticket update page doesn't pick up scrips that are TransactionBatch. Only TransactionCreate ones are shown.
>>>  
>>> This is just pure guess on my part, but I think you don?t see the list of recipients with TransactionBatch because its not possible to determine the list until you hit submit, because its possible there will be scrips that depends on other scrips or actions, eg
>>>  
>>> scrip 1 on correspondence update custom field 1 if the word ?hello? is in the update,
>>> scrip 2 on if custom field 1 changed email blah at blah
>>>  
>>> So you see its not possible to determine blah at blah will be emailed until the Transaction is created.
>>>  
>>> As I said, this is my guess, possibly some one from BP can confirm.
>>>  
>>> Roy
>>> Ps:how did you get on with the performance issue you had?
>>>  
>>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Justin Hayes
>>> Sent: 15 July 2010 07:49
>>> To: Kenneth Crocker
>>> Cc: rt-users at lists.bestpractical.com
>>> Subject: Re: [rt-users] Scrips and Recipients section not picking up TransactionBatch scrips - 3.8.8
>>>  
>>> I normally do - I think I must have changed this one early on in the process before I got used to altering RT_SiteConfig.pm.
>>>  
>>> So the problem still stands - I'm surprised no-one else has seen this before, unless not many people use Batch?
>>>  
>>> Justin
>>> 
>>> -------------------------------------------------
>>> Justin Hayes
>>> OpenBet Support Manager
>>> justin.hayes at openbet.com
>>>  
>>> On 13 Jul 2010, at 19:36, Kenneth Crocker wrote:
>>> 
>>> 
>>> Justin,
>>> 
>>> Yep. But I'd make the change in RT_SiteConfig.pm. I like to leave original files/info alone in case I ever need to reference an original setting, etc. RT will automatically override the setting from the RT_SiteConfig.pm file. 
>>> 
>>> Kenn
>>> LBNL
>>> 
>>> On Tue, Jul 13, 2010 at 8:59 AM, Justin Hayes <justin.hayes at openbet.com> wrote:
>>> Is that this one Kenn?
>>>  
>>> RT_Config.pm:Set($UseTransactionBatch, 1);
>>>  
>>> Cheers,
>>>  
>>> Justin
>>> 
>>> -------------------------------------------------
>>> Justin Hayes
>>> OpenBet Support Manager
>>> justin.hayes at openbet.com
>>>  
>>> On 13 Jul 2010, at 16:52, Kenneth Crocker wrote:
>>> 
>>> 
>>> Justin,
>>> 
>>> I hate to ask, but did you make sure your configuration setting is for Batch?
>>> 
>>> Kenn
>>> LBNL
>>> 
>>> On Tue, Jul 13, 2010 at 8:03 AM, Justin Hayes <justin.hayes at openbet.com> wrote:
>>> I've noticed that the 'Scrips and Recipients' section of the Ticket update page doesn't pick up scrips that are TransactionBatch. Only TransactionCreate ones are shown.
>>> 
>>> I use TransactionBatch a lot of the time (I'm seem to remember their being good reasons for this) and so I can't actually see who's going to be sent mails.
>>> 
>>> Does anyone know if this is a known bug/issue or deliberate? I've not found anything on the wiki....
>>> 
>>> Thanks,
>>> 
>>> Justin
>>> 
>>> -------------------------------------------------
>>> Justin Hayes
>>> OpenBet Support Manager
>>> justin.hayes at openbet.com
>>> 
>>> 
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>> 
>>> 
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>  
>>> 
>>> 
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>  
>> 
>> <ATT00001.c>
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

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From falcone at bestpractical.com  Thu Jul 15 10:12:38 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 15 Jul 2010 10:12:38 -0400
Subject: [rt-users] Reset User's Search Format?
In-Reply-To: <AANLkTimfDu6HTpYiUWGQ9pvyNjlBP7JurVdfsxYlEGWq@mail.gmail.com>
References: <AANLkTimfDu6HTpYiUWGQ9pvyNjlBP7JurVdfsxYlEGWq@mail.gmail.com>
Message-ID: <20100715141238.GD488@jibsheet.com>

On Wed, Jul 14, 2010 at 06:02:54PM -0700, Jonah Hirsch wrote:
>    One of our users has a search format set that is incompatible with our installation of RT
>    (makes searches link to the wrong place), and I can't seem to find a way to reset or even
>    change his default search format.
>    I that there is a config setting for DefaultSearchFormat, but new users don't have this
>    problem, just this older one.
>    Note that this is a database that was imported to RT 3.8.8 from RT 3.6.7

Most likely, he has an old broken Pref-SearchDisplay.
Find his user id, use it to select from the Attributes table and then
use sbin/rt-attributes-viewer to confirm that the format looks wrong.
You can then safely delete it from the database.

-kevin
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From crazydog115 at gmail.com  Thu Jul 15 13:17:30 2010
From: crazydog115 at gmail.com (Jonah Hirsch)
Date: Thu, 15 Jul 2010 10:17:30 -0700
Subject: [rt-users] Reset User's Search Format?
In-Reply-To: <20100715141238.GD488@jibsheet.com>
References: <AANLkTimfDu6HTpYiUWGQ9pvyNjlBP7JurVdfsxYlEGWq@mail.gmail.com> 
	<20100715141238.GD488@jibsheet.com>
Message-ID: <AANLkTinoxYsfvQnmm6RlZkcQyllLqVV3Nu1A7IlUKSjy@mail.gmail.com>

Hmm..I do not have a an rt-attributes-viewer in my /opt/rt3/sbin/ folder,
and locate can't find one either.
Jonah Hirsch
-----------------------


On Thu, Jul 15, 2010 at 7:12 AM, Kevin Falcone <falcone at bestpractical.com>wrote:

> rt-attributes-viewer
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From mmcgrath at carthage.edu  Thu Jul 15 13:24:57 2010
From: mmcgrath at carthage.edu (Max McGrath)
Date: Thu, 15 Jul 2010 12:24:57 -0500
Subject: [rt-users] Status menu has two resolved selections
Message-ID: <AANLkTimbA0R_gxT59u2yh_3ayNI98ORtj-uFyIwzcKWY@mail.gmail.com>

Hi all -

I've attached a screenshot of what I'm experiencing -- so hopefully the list
allows image attachments.

Basically, when I go into a ticket and want to choose a status, resolved
shows up twice.  Not causing any issues (that I know of) -- it was just
brought to my attention and I would like to fix it if possible.

The only thing I can think of is I put this in my RT_SiteConfig.pm:

Set(@ActiveStatus, qw(
        new open resolved));

in order to have only New, Open, and Resolved tickets show up in the Quick
Search box.  Would that be the cause?


--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath at carthage.edu
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From falcone at bestpractical.com  Thu Jul 15 13:31:35 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 15 Jul 2010 13:31:35 -0400
Subject: [rt-users] Reset User's Search Format?
In-Reply-To: <AANLkTinoxYsfvQnmm6RlZkcQyllLqVV3Nu1A7IlUKSjy@mail.gmail.com>
References: <AANLkTimfDu6HTpYiUWGQ9pvyNjlBP7JurVdfsxYlEGWq@mail.gmail.com>
	<20100715141238.GD488@jibsheet.com>
	<AANLkTinoxYsfvQnmm6RlZkcQyllLqVV3Nu1A7IlUKSjy@mail.gmail.com>
Message-ID: <20100715173135.GE488@jibsheet.com>

On Thu, Jul 15, 2010 at 10:17:30AM -0700, Jonah Hirsch wrote:
>    Hmm..I do not have a an rt-attributes-viewer in my /opt/rt3/sbin/ folder, and locate can't
>    find one either.

It should be in your install tarball.  Looks like someone neglected to
add it to the install list though.  You can grab it from a fresh
tarball.


>    On Thu, Jul 15, 2010 at 7:12 AM, Kevin Falcone <[1]falcone at bestpractical.com> wrote:
> 
>      rt-attributes-viewer
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From falcone at bestpractical.com  Thu Jul 15 13:32:44 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 15 Jul 2010 13:32:44 -0400
Subject: [rt-users] Status menu has two resolved selections
In-Reply-To: <AANLkTimbA0R_gxT59u2yh_3ayNI98ORtj-uFyIwzcKWY@mail.gmail.com>
References: <AANLkTimbA0R_gxT59u2yh_3ayNI98ORtj-uFyIwzcKWY@mail.gmail.com>
Message-ID: <20100715173244.GF488@jibsheet.com>

On Thu, Jul 15, 2010 at 12:24:57PM -0500, Max McGrath wrote:
>    Hi all -
>    I've attached a screenshot of what I'm experiencing -- so hopefully the list allows image
>    attachments.
>    Basically, when I go into a ticket and want to choose a status, resolved shows up twice. Not
>    causing any issues (that I know of) -- it was just brought to my attention and I would like to
>    fix it if possible.
>    The only thing I can think of is I put this in my RT_SiteConfig.pm:
>    Set(@ActiveStatus, qw(
>    new open resolved));
>    in order to have only New, Open, and Resolved tickets show up in the Quick Search box. Would
>    that be the cause?

Go look at Configuration -> Tools -> System Configuration
I bet resolved is still in InactiveStatus

I can't actually recommend adding resolved to ActiveStatus just to
change the behavior of Quick Search, but if you're going to do it, you
should be consistent.

-kevin
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From mmcgrath at carthage.edu  Thu Jul 15 13:38:17 2010
From: mmcgrath at carthage.edu (Max McGrath)
Date: Thu, 15 Jul 2010 12:38:17 -0500
Subject: [rt-users] Status menu has two resolved selections
In-Reply-To: <20100715173244.GF488@jibsheet.com>
References: <AANLkTimbA0R_gxT59u2yh_3ayNI98ORtj-uFyIwzcKWY@mail.gmail.com> 
	<20100715173244.GF488@jibsheet.com>
Message-ID: <AANLkTikJJcdVwcUnrFyoO9LuEiW99VM0A4q0VmZ8d6Cf@mail.gmail.com>

Yes, it is still in InactiveStatus.  How would I go about removing it.

Also, why not put resolved in ActiveStatus.  That's what I found to do when
I searched all of the mailing lists...
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath at carthage.edu


On Thu, Jul 15, 2010 at 12:32 PM, Kevin Falcone
<falcone at bestpractical.com>wrote:

> On Thu, Jul 15, 2010 at 12:24:57PM -0500, Max McGrath wrote:
> >    Hi all -
> >    I've attached a screenshot of what I'm experiencing -- so hopefully
> the list allows image
> >    attachments.
> >    Basically, when I go into a ticket and want to choose a status,
> resolved shows up twice. Not
> >    causing any issues (that I know of) -- it was just brought to my
> attention and I would like to
> >    fix it if possible.
> >    The only thing I can think of is I put this in my RT_SiteConfig.pm:
> >    Set(@ActiveStatus, qw(
> >    new open resolved));
> >    in order to have only New, Open, and Resolved tickets show up in the
> Quick Search box. Would
> >    that be the cause?
>
> Go look at Configuration -> Tools -> System Configuration
> I bet resolved is still in InactiveStatus
>
> I can't actually recommend adding resolved to ActiveStatus just to
> change the behavior of Quick Search, but if you're going to do it, you
> should be consistent.
>
> -kevin
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From jpierce at cambridgeenergyalliance.org  Thu Jul 15 13:44:32 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 15 Jul 2010 13:44:32 -0400
Subject: [rt-users] Status menu has two resolved selections
In-Reply-To: <AANLkTikJJcdVwcUnrFyoO9LuEiW99VM0A4q0VmZ8d6Cf@mail.gmail.com>
References: <AANLkTimbA0R_gxT59u2yh_3ayNI98ORtj-uFyIwzcKWY@mail.gmail.com>
	<20100715173244.GF488@jibsheet.com>
	<AANLkTikJJcdVwcUnrFyoO9LuEiW99VM0A4q0VmZ8d6Cf@mail.gmail.com>
Message-ID: <AANLkTinpfUPAHNRAX6Z8qioeW9bpPBvJRFh0JZ2yrhrE@mail.gmail.com>

Because it's not active. It's resolved, archived, done.
Searching such should be done explicitly, not implicitly;
compare GMail.

See http://wiki.bestpractical.com/view/SimpleSearchIncludeResolved

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


From pokui at psg.com  Thu Jul 15 14:09:16 2010
From: pokui at psg.com (Patrick Okui)
Date: Thu, 15 Jul 2010 21:09:16 +0300
Subject: [rt-users] RT 3.8.8 - Can a superuser reset a users password?
In-Reply-To: <20100715122929.GC488@jibsheet.com>
References: <1214B92276151C40B1DEBE7D142AD82F03CC8F79@XVS01.dpu.depaul.edu>
	<20100710201727.GM983@jibsheet.com>
	<C05746AA-5C69-4BD9-8F50-19857E606B51@psg.com>
	<20100715122929.GC488@jibsheet.com>
Message-ID: <CB4B83BC-A3C3-4D81-A673-0F2C34B9A730@psg.com>


On 15 Jul, 2010, at 3:29 PM, Kevin Falcone wrote:

> Please don't mail me personally.
> I set multiple headers indicating that replies should go to the list

sorry about that, I'm pretty sure I hit reply-all but I'll keep that  
in mind when posting to this list.

--
patrick


From Brandon.Patton at aspireindiana.org  Thu Jul 15 14:40:56 2010
From: Brandon.Patton at aspireindiana.org (Patton, Brandon)
Date: Thu, 15 Jul 2010 14:40:56 -0400
Subject: [rt-users] ShowStatusInColor
Message-ID: <16080B6460E00C4A881395258161C50403164F1A1A@mail.bccmh.net>

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

I've tried all the different methods on this page and nothing seems to be working. I must be missing something somewhere. I want to be able to change the link colors on the main page to make it more readable for the different status types (New, Open, Resolved, etc). The dark gray and black default links are hard to tell apart for some users. What's the simplest method for doing this with v 3.8.7?

RT: 3.8.7
OS: Fedora 13


Brandon Patton, BS
Systems Administrator
ASPIRE Indiana
brandon.patton at ASPIREIndiana.org
765-641-8283

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From rt-nospam at firebox.ca  Thu Jul 15 18:01:05 2010
From: rt-nospam at firebox.ca (Scott Roeder)
Date: Thu, 15 Jul 2010 15:01:05 -0700
Subject: [rt-users] Shredding Attachments by Queue/Date Range
Message-ID: <4C3F8521.6000408@firebox.ca>

All,

I was wondering if anyone had worked out a solution to shred attachments 
based on queue/date range.  I would really like to implement different 
retention policies for different queues.  Unfortunately, I'm not able to 
do this with the default shredder parameters.

Any help would be greatly appreciated.

Thanks in advance,

Scott
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From msallee at globe.gov  Thu Jul 15 19:15:07 2010
From: msallee at globe.gov (Mark Sallee)
Date: Thu, 15 Jul 2010 17:15:07 -0600
Subject: [rt-users]  Apache2::RequestIO::rflush
Message-ID: <4C3F967B.9080608@globe.gov>

Response to:
-------------------
Hi,

I'm getting a lot of messages like that in log:

 [crit]: Apache2::RequestIO::rflush: (103) Software caused connection abort
at /usr/local/share/perl/5.10.0/HTML/Mason/ApacheHandler.pm line 1020
(/opt/rt3/bin/webmux.pl:165)

What could cause this?? I'm using RT 3.8.5

Thanks in advance.

-- 
Sergio Roberto Charpinel Jr.

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


Hello Sergio,
I have seen the same error with a recent upgrade to RT 3.8.8. It occurs repeatedly with every web click that happens on the page.

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/rt38-xxx/bin/webmux.pl:79)

Some forums say that this is the error that occurs when a user clicks Stop in their browser and interrupts the loading of the page.  However, it seemed to be related to the apache alias configuration.  We had two different aliases for the apache virtual host, and one of them is a proxy forward through another server in our organization. 

Example:  http://rt.servername.org (proxy)-> http://rt.servername.edu

Selection from Apache's httpd.conf:  
<VirtualHost *:80>
 ServerName rt.servername.org  # external facing address
 ServerAlias rt.servername.edu # internal address only

 The logs showed that the problem immediately stopped if we used the internal vhost name that did not involve the proxy. But for external users via the proxy address, they will probably still generate a bunch of those messages.  I haven't seen yet if that will cause any performance problems.

I have three separate RT instances running on the same server, and this is the only one that has these problems, so it is probably not related to perl modules.

Versions used:
RT 3.8.8 (upgraded from 3.4.4)
Apache 2.2.14
OS: SLES 10 SP3
DBIx::SearchBuilder (version 1.56)


Mark Sallee

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From falcone at bestpractical.com  Thu Jul 15 20:11:34 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 15 Jul 2010 20:11:34 -0400
Subject: [rt-users] RTFM issue.
In-Reply-To: <20100701143715.GB983@jibsheet.com>
References: <C04C91F114EEFC4FBC8D74033F1D859A0B1D2A97@imcmail2.imcwi.com>
	<20100701143715.GB983@jibsheet.com>
Message-ID: <20100716001134.GG488@jibsheet.com>

On Thu, Jul 01, 2010 at 10:37:15AM -0400, Kevin Falcone wrote:
> On Tue, Jun 29, 2010 at 04:10:01PM -0500, Mark Jenks wrote:
> >    I have RTFM 2.4.2 installed and seems to be mostly working correctly.  But I can't finish
> >    setting it up to see.
> > 
> >    I don't have a place to put comments into the FAQ, so the notes that I found was to create a
> >    custom field.
> > 
> >    I have a Custom field called "Body", Fill in one text area, applies to RTFM, and group rights
> >    are all set up.
> > 
> >    When I click on the "Applies to" and get the error:
> > 
> >    could not find component for path '/Elements/RT__FM__ClassCollection/ColumnMap'
> 
> I've bounced your bug report to rtfm-bugs
> 
> It looks like an incompatibility crept in with the new Admin Format
> changes in 3.8.8

There is a fix for this in b99f13cbd601d30c49b41ea65fcaeffb6aa7a9c5
which will be in 2.4.3


-kevin
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From falcone at bestpractical.com  Thu Jul 15 20:12:40 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 15 Jul 2010 20:12:40 -0400
Subject: [rt-users] RTFM Saved Searches on Dashboards
In-Reply-To: <00fe01cb1892$15e0b190$41a214b0$@com>
References: <00fe01cb1892$15e0b190$41a214b0$@com>
Message-ID: <20100716001240.GH488@jibsheet.com>

On Wed, Jun 30, 2010 at 01:23:21PM -0700, Peter Roosakos wrote:
>    I'm curious if anyone is using RTFM saved searches as queries on dashboards.  They show up in
>    the `Available' selection box as `Article: <SavedSearchName>', but when added to the dashboard
>    shows an error "could not find component for path `/Search/Elements/Article'.

Unfortunately, fixing this so that searches appear on
dashboards/homepage is going to require a retooling of the search
infrastructure in RTFM (which predates modern searching in RT).

For now I've patched over the error in the forthcoming 2.4.3

-kevin
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From G.Booth at lboro.ac.uk  Fri Jul 16 03:31:22 2010
From: G.Booth at lboro.ac.uk (G.Booth)
Date: Fri, 16 Jul 2010 08:31:22 +0100
Subject: [rt-users] Shredding Attachments by Queue/Date Range
References: <4C3F8521.6000408@firebox.ca>
Message-ID: <ximss-9339133@frim.lboro.ac.uk>

Hi Scott

The attached script may get you started. It shreds all tickets in a named 
queue "SPAM-Shredder" that are older than 7 days (it takes todays date via 
POSIX and compares it to the LastUpdated field for the ticket and gets the 
queue via RT::Ticket->LimitQueue). You should be able to modify it to work 
with attachments as the shredder API seems to have the necessary bits: e.g 
 RT::Shredder::Plugin::Attachments and RT::Shredder::Attachments.

It runs from /opt/rt3/local/bin

Hope it helps

regards
Garry
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From carlos+rt at tyloris.com  Fri Jul 16 10:50:42 2010
From: carlos+rt at tyloris.com (Carlos Solorzano)
Date: Fri, 16 Jul 2010 09:50:42 -0500
Subject: [rt-users] adding direct links to Modify.html and Display.html
Message-ID: <AANLkTinzSH4YIOz9aKurMgj9FVjmbkZq2Ib0b60_BWwL@mail.gmail.com>

In the emails that we get from RT we've added links like:
<Resolve: {$RT::WebURL}Ticket/Modify.html?id={$Ticket->id}&Status=resolved >
This allows us to resolve a ticket with one click from the email.

Now we are wondering if there is a way in which we can add a
&comment=something so that a comment is added to the ticket saying that it
was resolved.

We would want the same for our link to take the ticket.

<Take: {$RT::WebURL}Ticket/Display.html?Action=Take&id={$Ticket->id} >

So is there a url parameter we can use for comment?

Thanks,

--Carlos
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From roeing at areafive.com  Fri Jul 16 11:46:33 2010
From: roeing at areafive.com (Roeing Corporation)
Date: Fri, 16 Jul 2010 11:46:33 -0400
Subject: [rt-users] Reports with History/original request
Message-ID: <13CD1DD450082F4E9ED46E0ED5BB03B6039A938257@a5-mail>

I'm looking at somehow creating a report that I could then print that would allow me to view a list of tickets with their original request directly beneath each ticket. This is used for a helpdesk that does a lot of legwork, and it would be nice to be able to just give a printed copy to someone with the issues for them to start working on. Query builder seems like it might have the ability to do this, but I can't find the field that would correspond with History or Comments. I've searched the archives and just google and could only find a few people trying to do this exact thing and they received no responses. Would anyone be able to point me in the right direction, please?

Thanks in advance!
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From aj.ferrigno at gmail.com  Fri Jul 16 12:43:58 2010
From: aj.ferrigno at gmail.com (AJ Ferrigno)
Date: Fri, 16 Jul 2010 12:43:58 -0400
Subject: [rt-users] Query by Current Date
Message-ID: <AANLkTimHDNRzmiFGxOW05FNYW2F1YgwK2C1EmHpULx0V@mail.gmail.com>

Hello, I'm running RT 3.8.8 on Solaris 10 with Oracle 10g,

I would like to create a saved search that shows me everything that I
own that is due after today (basically a to-do list of long-term
items). I understand how to do the first part (everything I own) by
using '__CurrentUser__' in the owner field. But how do I query based
on the current date? Can I use an equivalent string such as
'__CurrentDate__'? This does not work, nor do a number of possible
alternatives (including sysdate).

I looked in /lib/RT/Ticket_Overlay_SQL.pm (where grep told me
__CurrentUser__ is implemented) and I did not find another replace for
any other variable. I also cannot find anything by searching in the
archives on this topic. Has anyone else searched based on the current
date who can give a quick answer? Or would I have to use custom code
to do this? If so, what should it be and where should it go?

Thanks in advance,
AJ


From jpierce at cambridgeenergyalliance.org  Fri Jul 16 12:50:01 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 16 Jul 2010 12:50:01 -0400
Subject: [rt-users] Query by Current Date
In-Reply-To: <AANLkTimHDNRzmiFGxOW05FNYW2F1YgwK2C1EmHpULx0V@mail.gmail.com>
References: <AANLkTimHDNRzmiFGxOW05FNYW2F1YgwK2C1EmHpULx0V@mail.gmail.com>
Message-ID: <AANLkTikyiFeT4LKgsbMF93L9sHzj3Mb07varpRcLjoHY@mail.gmail.com>

> I looked in /lib/RT/Ticket_Overlay_SQL.pm (where grep told me
> __CurrentUser__ is implemented) and I did not find another replace for
> any other variable. I also cannot find anything by searching in the
> archives on this topic. Has anyone else searched based on the current
> date who can give a quick answer? Or would I have to use custom code
> to do this? If so, what should it be and where should it go?
Search harder / check the wiki. RT groks expressions like '2 days ago'
or '-2 days'




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


From aj.ferrigno at gmail.com  Fri Jul 16 13:50:31 2010
From: aj.ferrigno at gmail.com (AJ Ferrigno)
Date: Fri, 16 Jul 2010 13:50:31 -0400
Subject: [rt-users] Query by Current Date
In-Reply-To: <13CD1DD450082F4E9ED46E0ED5BB03B6039A938258@a5-mail>
References: <AANLkTimHDNRzmiFGxOW05FNYW2F1YgwK2C1EmHpULx0V@mail.gmail.com>
	<13CD1DD450082F4E9ED46E0ED5BB03B6039A938258@a5-mail>
Message-ID: <AANLkTil2yoZDuljiBw52ijUVCT-_5WFjrJv0y0Dc0C7J@mail.gmail.com>

Thank you, I guess I didn't search hard enough. I think 'Today' was
not one of the various alternatives I used - I tried things like
__CurrentDate__ and Now and GetDate and even SetToNow() - but this
works great!

Again, thanks for the quick response for a newbie like me,
AJ

On Fri, Jul 16, 2010 at 12:50 PM, Roeing Corporation
<roeing at areafive.com> wrote:
> Looks like the query Due > 'Today' works. Just add Today in the Criteria list in the query builder.
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of AJ Ferrigno
> Sent: Friday, July 16, 2010 12:44 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Query by Current Date
>
> Hello, I'm running RT 3.8.8 on Solaris 10 with Oracle 10g,
>
> I would like to create a saved search that shows me everything that I own that is due after today (basically a to-do list of long-term items). I understand how to do the first part (everything I own) by using '__CurrentUser__' in the owner field. But how do I query based on the current date? Can I use an equivalent string such as '__CurrentDate__'? This does not work, nor do a number of possible alternatives (including sysdate).
>
> I looked in /lib/RT/Ticket_Overlay_SQL.pm (where grep told me __CurrentUser__ is implemented) and I did not find another replace for any other variable. I also cannot find anything by searching in the archives on this topic. Has anyone else searched based on the current date who can give a quick answer? Or would I have to use custom code to do this? If so, what should it be and where should it go?
>
> Thanks in advance,
> AJ
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From vadud3 at gmail.com  Fri Jul 16 15:10:09 2010
From: vadud3 at gmail.com (Asif Iqbal)
Date: Fri, 16 Jul 2010 15:10:09 -0400
Subject: [rt-users] need some explanation on rt.log data
In-Reply-To: <AANLkTintUWGK8uGE5SAe50-Pj3MJOZJUw-ZW4SvmkaRT@mail.gmail.com>
References: <AANLkTimuT1g_VI3C0xAXilZvoUCHFjpPbxVG2pZlINke@mail.gmail.com> 
	<AANLkTintUWGK8uGE5SAe50-Pj3MJOZJUw-ZW4SvmkaRT@mail.gmail.com>
Message-ID: <AANLkTinVresnOz6wyCPrkIQfllqX2oJFSMYy-M0uN-8K@mail.gmail.com>

On Fri, Jul 9, 2010 at 2:45 PM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:
> Asif,
>
> Sometimes, depending on the message, the number refers to the script being
> acted on or a user ID or a QueueID, etc. That's about all I know.

I applied the attached patch on /opt/rt3/lib/RT/Action/SendEmail.pm

and now info log generated by SendEmail.pm on rt.log shows like this

<rt-3.8.2-485-1279306601-1713.769653-174-0-4525583 at rt.example.net>

The last number is now transaction id.

On SendEmail.pm $self->TransactionObj->id has the transaction id

I like to make similar change to /opt/rt3/lib/RT/Interface/Email.pm.
What value carries the transaction id on this module?
$self->TransactionObj->id does not seem to carry that.

I read the perldoc Email.pm and could not fig out from there either.

Please help

>
> Kenn
> LBNL
>
> On Fri, Jul 9, 2010 at 10:52 AM, Asif Iqbal <vadud3 at gmail.com> wrote:
>>
>> Hi All
>>
>> I noticed about 60% of all rt.log has a token in the following format
>>
>> &nbsp;<rt-3.8.2-16815-1278696300-880.767036-185-0 at rt.example.net>
>>
>> and some of those are followed by the ticket number, transaction
>> number and Scrip number after that
>> like this
>>
>> &nbsp;<rt-3.8.2-16075-1278695671-112.767031-174-0 at rt.example.net>
>> #767031/4506465 - Scrip 174 ...
>>
>> Is there a to find out what are those numbers mean?
>>
>> Obviously..
>> &nbsp; 767031 in that <..token> is the ticket number.
>> &nbsp; rt-3.8.2 is the RT version
>> &nbsp; 1278695671 is probably the epoch time
>>
>> But, what are the other numbers represents ?
>>
>> --
>> Asif Iqbal
>> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
>> A: Because it messes up the order in which people normally read text.
>> Q: Why is top-posting such a bad thing?
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



--
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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From rkeidel at gmail.com  Sat Jul 17 00:31:28 2010
From: rkeidel at gmail.com (Robert Keidel)
Date: Fri, 16 Jul 2010 21:31:28 -0700
Subject: [rt-users] Wide character in FCGI::Stream::PRINT
Message-ID: <AANLkTinQJ4pPmCa6wN-m3A7AT36fO-c4QUOMxiRtq_Me@mail.gmail.com>

Hello,

I get this error (Wide character in FCGI::Stream::PRINT) when I try to
resolve a ticket. I found out that by downgrading libfcgi-perl to version
0.68 the error should be solved. But it does not in my case. I downgraded
even to version 0.67-3 and I still get the error and I can't resolve the
ticket. Is there anything else I have to do? I cleaned the mason cache too.
Some info's to my setup. Ubuntu 10.04 server with RT 3.8.8. I believe it is
not important but just to make sure the server is running on a vmware 4. Any
help would be much appreciated.

Robert Keidel
IRIS International
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From rick_gillette at cox.net  Sat Jul 17 12:21:08 2010
From: rick_gillette at cox.net (Rick Gillette)
Date: Sat, 17 Jul 2010 09:21:08 -0700
Subject: [rt-users] Lost RT-3.8.8 after iMac 32 bit to 64 bit hardware
	upgrade
Message-ID: <4C41D874.9090900@cox.net>

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From JoopvandeWege at mococo.nl  Sun Jul 18 06:09:05 2010
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Sun, 18 Jul 2010 12:09:05 +0200
Subject: [rt-users] Lost RT-3.8.8 after iMac 32 bit to 64 bit hardware
 upgrade
In-Reply-To: <4C41D874.9090900@cox.net>
References: <4C41D874.9090900@cox.net>
Message-ID: <4C42D2C1.4010903@mococo.nl>

Rick Gillette wrote:
> After losing my old iMac Core Duo I replaced I replaced it with a 64 bit 
> iMac Core 2 Duo - Then did a "Time Machine" full restore..
> 
> So I started from scratch to try do a full reinstall of 3.8.8 - I can't 
> get make testdeps to complete, and make fixdeps dies in the same place:
> 
> ----------------------------------------------------------------------------------
> SOME DEPENDENCIES WERE MISSING.
> GD missing dependencies:
>     GD::Graph ...MISSING
>         Can't locate GD/Graph.pm in @INC (@INC contains: 
>
> I hope someone out there might know what the heck is up with testdeps 
> and fixdeps.. And "GD Missing" - and not
> even GOOGLE could help me with this this time.
Looks like you're missing the underlying gd library. Don't know how 
package work on the Mac but you should install gd2 and also the 
development package on Centos the commands are (from memory):
yum install gd
yum install gd-devel

Then you can install the GD package from
CPAN

Hope this helps,


Joop



From rick_gillette at cox.net  Sun Jul 18 15:16:41 2010
From: rick_gillette at cox.net (Rick Gillette)
Date: Sun, 18 Jul 2010 12:16:41 -0700
Subject: [rt-users] Lost RT-3.8.8 after iMac 32 bit to 64 bit hardware
 upgrade
In-Reply-To: <4C41D874.9090900@cox.net>
References: <4C41D874.9090900@cox.net>
Message-ID: <4C435319.1040100@cox.net>

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From Jim.Tambling at datatote.co.uk  Mon Jul 19 07:21:51 2010
From: Jim.Tambling at datatote.co.uk (Jim Tambling)
Date: Mon, 19 Jul 2010 12:21:51 +0100
Subject: [rt-users] Possible?
Message-ID: <72D9E13A8FC8994794D448E91198AE0701C89CB5@mail.sys.internal>

Hi list,
 
How would I dosomething like this in RT? I want it to apply to all
queues/tickets.
 
When due date = today, make priority = 0
 
Many thanks, Jim
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From mike.johnson at nosm.ca  Mon Jul 19 08:44:44 2010
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Mon, 19 Jul 2010 08:44:44 -0400
Subject: [rt-users] VM Appliance - CentOS and RT
Message-ID: <AANLkTinzInLOdaC6tNG9eg7wSWtkj4A9X8OtaSNEVMH4@mail.gmail.com>

Greetings all,

I've been googling my butt off looking for a CentOS + RT VM.  Just wondering
if there is a better way to do this searching?  I looked on VMware's site,
and now I'm googling, but I just can't seem to find one.  Most are Debian +
RT.

Anyone know where I could get what I'm looking for?

Thanks!

-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson at nosm.ca
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From kbensch at fullnet.co.uk  Mon Jul 19 08:48:25 2010
From: kbensch at fullnet.co.uk (Kobus Bensch)
Date: Mon, 19 Jul 2010 12:48:25 +0000
Subject: [rt-users] VM Appliance - CentOS and RT
In-Reply-To: <AANLkTinzInLOdaC6tNG9eg7wSWtkj4A9X8OtaSNEVMH4@mail.gmail.com>
References: <AANLkTinzInLOdaC6tNG9eg7wSWtkj4A9X8OtaSNEVMH4@mail.gmail.com>
Message-ID: <345297825-1279543706-cardhu_decombobulator_blackberry.rim.net-1359394860-@bda2271.bisx.produk.on.blackberry>

Hi Mike

I have one. As you I was looking for a Centos one but could not find one. So I made one. Its got 3.6.5. On it. 

Kobus
Best Regards
Kobus Bensch
Fullnet Solutions LTD
07703503733

Sent from my BlackBerry? wireless device

-----Original Message-----
From: Mike Johnson <mike.johnson at nosm.ca>
Sender: rt-users-bounces at lists.bestpractical.com
Date: Mon, 19 Jul 2010 08:44:44 
To: <rt-users at lists.bestpractical.com>
Subject: [rt-users] VM Appliance - CentOS and RT


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

From gleduc at mail.sdsu.edu  Mon Jul 19 12:04:26 2010
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Mon, 19 Jul 2010 09:04:26 -0700
Subject: [rt-users] Possible?
In-Reply-To: <72D9E13A8FC8994794D448E91198AE0701C89CB5@mail.sys.internal>
References: <72D9E13A8FC8994794D448E91198AE0701C89CB5@mail.sys.internal>
Message-ID: <4C44778A.40309@mail.sdsu.edu>

On 7/19/2010 4:21 AM, Jim Tambling wrote:
> Hi list,
> How would I dosomething like this in RT? I want it to apply to all
> queues/tickets.
> When due date = today, make priority = 0
> Many thanks, Jim

Hi Jim,

As far as I know, RT is event driven so it wouldn't be able to do this 
on its own.  It should be a fairly simple matter to do this with a cron 
job and custom perl script, however.

Regards,
Gene


From ktm at rice.edu  Mon Jul 19 12:42:15 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Mon, 19 Jul 2010 11:42:15 -0500
Subject: [rt-users] Possible?
In-Reply-To: <4C44778A.40309@mail.sdsu.edu>
References: <72D9E13A8FC8994794D448E91198AE0701C89CB5@mail.sys.internal>
	<4C44778A.40309@mail.sdsu.edu>
Message-ID: <20100719164215.GE11581@aart.is.rice.edu>

On Mon, Jul 19, 2010 at 09:04:26AM -0700, Gene LeDuc wrote:
> On 7/19/2010 4:21 AM, Jim Tambling wrote:
>> Hi list,
>> How would I dosomething like this in RT? I want it to apply to all
>> queues/tickets.
>> When due date = today, make priority = 0
>> Many thanks, Jim
>
> Hi Jim,
>
> As far as I know, RT is event driven so it wouldn't be able to do this on 
> its own.  It should be a fairly simple matter to do this with a cron job 
> and custom perl script, however.
>
> Regards,
> Gene
>

This seems tailor-made for rt-crontool. It should be in your
RT bin directory, "rt-crontool --help" should get you started.

Cheers,
Ken


From falcone at bestpractical.com  Mon Jul 19 13:26:04 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 19 Jul 2010 13:26:04 -0400
Subject: [rt-users] Reports with History/original request
In-Reply-To: <13CD1DD450082F4E9ED46E0ED5BB03B6039A938257@a5-mail>
References: <13CD1DD450082F4E9ED46E0ED5BB03B6039A938257@a5-mail>
Message-ID: <20100719172604.GA704@jibsheet.com>

On Fri, Jul 16, 2010 at 11:46:33AM -0400, Roeing Corporation wrote:
>    I'm looking at somehow creating a report that I could then print that would allow me to view a
>    list of tickets with their original request directly beneath each ticket. This is used for a
>    helpdesk that does a lot of legwork, and it would be nice to be able to just give a printed
>    copy to someone with the issues for them to start working on. Query builder seems like it
>    might have the ability to do this, but I can't find the field that would correspond with
>    History or Comments. I've searched the archives and just google and could only find a few
>    people trying to do this exact thing and they received no responses. Would anyone be able to
>    point me in the right direction, please?

You can probably adapt the code in
http://github.com/bestpractical/rtx-ticketlist-transactions
to do what you want (it currently shows the last correspondence, not
the first)

-kevin
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From jarends at illinois.edu  Mon Jul 19 15:48:49 2010
From: jarends at illinois.edu (John Arends)
Date: Mon, 19 Jul 2010 14:48:49 -0500
Subject: [rt-users] RTFM on create
Message-ID: <4C44AC21.1070402@illinois.edu>

My google and documentation reading skills are failing me.

I know there is an option to enable the use of RTFM when creating a 
ticket, but I can't find the configuration option. By default it is off, 
and I believe this was added around version 2.4.

Can anyone point me in the right direction?


From falcone at bestpractical.com  Mon Jul 19 17:21:22 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 19 Jul 2010 17:21:22 -0400
Subject: [rt-users] RTFM on create
In-Reply-To: <4C44AC21.1070402@illinois.edu>
References: <4C44AC21.1070402@illinois.edu>
Message-ID: <20100719212122.GB704@jibsheet.com>

On Mon, Jul 19, 2010 at 02:48:49PM -0500, John Arends wrote:
> My google and documentation reading skills are failing me.
> 
> I know there is an option to enable the use of RTFM when creating a
> ticket, but I can't find the configuration option. By default it is
> off, and I believe this was added around version 2.4.
> 
> Can anyone point me in the right direction?

You can find it in lib/RT/FM/Introduction.pod
which is referenced from the README

-kevin
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From vadud3 at gmail.com  Mon Jul 19 17:26:32 2010
From: vadud3 at gmail.com (Asif Iqbal)
Date: Mon, 19 Jul 2010 17:26:32 -0400
Subject: [rt-users] Unmerge
Message-ID: <AANLkTinFMsHwYVIoLpRcPD6Ywoa_Zr9MmtL-yEjvnh1a@mail.gmail.com>

Is there a way to unmerge a ticket? A ticket has been merged into
another ticket due to user error :-)


-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?


From ruz at bestpractical.com  Mon Jul 19 18:30:05 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 20 Jul 2010 02:30:05 +0400
Subject: [rt-users] Unmerge
In-Reply-To: <AANLkTinFMsHwYVIoLpRcPD6Ywoa_Zr9MmtL-yEjvnh1a@mail.gmail.com>
References: <AANLkTinFMsHwYVIoLpRcPD6Ywoa_Zr9MmtL-yEjvnh1a@mail.gmail.com>
Message-ID: <AANLkTintqiqOxX8vo3cTMnhRezr_-fe2Cq8zXWflj6eG@mail.gmail.com>

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

On Tue, Jul 20, 2010 at 1:26 AM, Asif Iqbal <vadud3 at gmail.com> wrote:
> Is there a way to unmerge a ticket? A ticket has been merged into
> another ticket due to user error :-)
>
>
> --
> Asif Iqbal
> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
> A: Because it messes up the order in which people normally read text.
> Q: Why is top-posting such a bad thing?
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From vadud3 at gmail.com  Mon Jul 19 18:42:55 2010
From: vadud3 at gmail.com (Asif Iqbal)
Date: Mon, 19 Jul 2010 18:42:55 -0400
Subject: [rt-users] Unmerge
In-Reply-To: <AANLkTintqiqOxX8vo3cTMnhRezr_-fe2Cq8zXWflj6eG@mail.gmail.com>
References: <AANLkTinFMsHwYVIoLpRcPD6Ywoa_Zr9MmtL-yEjvnh1a@mail.gmail.com> 
	<AANLkTintqiqOxX8vo3cTMnhRezr_-fe2Cq8zXWflj6eG@mail.gmail.com>
Message-ID: <AANLkTimLZ0RZqYh8E3Whg0OGvCzoDlhOfb2m2XXNmSV1@mail.gmail.com>

On Mon, Jul 19, 2010 at 6:30 PM, Ruslan Zakirov <ruz at bestpractical.com> wrote:
> http://wiki.bestpractical.com/view/unmerge

Thanks a lot

>
> On Tue, Jul 20, 2010 at 1:26 AM, Asif Iqbal <vadud3 at gmail.com> wrote:
>> Is there a way to unmerge a ticket? A ticket has been merged into
>> another ticket due to user error :-)
>>
>>
>> --
>> Asif Iqbal
>> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
>> A: Because it messes up the order in which people normally read text.
>> Q: Why is top-posting such a bad thing?
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>
>
> --
> Best regards, Ruslan.
>



-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?


From Jim.Tambling at datatote.co.uk  Tue Jul 20 08:23:36 2010
From: Jim.Tambling at datatote.co.uk (Jim Tambling)
Date: Tue, 20 Jul 2010 13:23:36 +0100
Subject: [rt-users] Possible?
Message-ID: <72D9E13A8FC8994794D448E91198AE0701C89CC0@mail.sys.internal>

Thanks to you both. Rt-crontool is just what it needed.

Regards, Jim

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth
Marshall
Sent: 19 July 2010 17:42
To: Gene LeDuc
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Possible?


On Mon, Jul 19, 2010 at 09:04:26AM -0700, Gene LeDuc wrote:
> On 7/19/2010 4:21 AM, Jim Tambling wrote:
>> Hi list,
>> How would I dosomething like this in RT? I want it to apply to all 
>> queues/tickets. When due date = today, make priority = 0
>> Many thanks, Jim
>
> Hi Jim,
>
> As far as I know, RT is event driven so it wouldn't be able to do this

> on
> its own.  It should be a fairly simple matter to do this with a cron
job 
> and custom perl script, however.
>
> Regards,
> Gene
>

This seems tailor-made for rt-crontool. It should be in your
RT bin directory, "rt-crontool --help" should get you started.

Cheers,
Ken

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


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This email and any attachments to it may be confidential and are intended solely
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Please contact the sender if you believe you have received this email in error. 


From mfharis at gmail.com  Tue Jul 20 09:59:58 2010
From: mfharis at gmail.com (M.F.Haris)
Date: Tue, 20 Jul 2010 15:59:58 +0200
Subject: [rt-users] FAILED LOGIN for user1 from 10.0.0.1
	(/opt/rt3/bin/../lib/RT/Interface/Web.pm:424)
Message-ID: <AANLkTilpA9emOXcGZQEGEfgSQVFqwaxzPG1U6RAN0HBJ@mail.gmail.com>

dear all,
I am new in settting RT authentication with LDAP against ADC. i installed RT
3.0.8 and configured with Apache and given in the bestpractical. now i like
to authenticate ldap users (valid user only).
i successfully opens a webpage to login with the user. when i sign in the
logs somehow returns following msg;


*[error]: FAILED LOGIN for user1 from 10.0.0.1
(/opt/rt3/bin/../lib/RT/Interface/Web.pm:424)*

I know its a common err, and it ought to be solved but i can't find a
solution so far, could you guys help me figuring out the problems.


Following are my conf;

*RT_SiteConfig.pm*
-----------------------------

*################ Usign WebExternAuth (Apache Authentication)
##################

# tells RT to use the REMOTE_USER provided by the web server
Set($WebExternalAuth , 1);

# tells RT to display its normal login screen if REMOTE_USER fails
Set($WebFallbackToInternalAuth , 1);

# tells RT to create users automatically if no user matching REMOTE_USER is
found
Set($WebExternalAuto , 1);


################ Usign  RT::Authen::ExternalAuth ##################

Set($rtname, 'cmtest01.fleetboard.dmz');
Set($Organization, 'cmtest01.fleetboard.dmz');
Set($CorrespondAddress , 'rt_user at cmtest01.fleetboard.dmz');
Set($CommentAddress , 'rt_user at cmtest01.fleetboard.dmz');
Set($OwnerEmail , 'root');
Set($MaxAttachmentSize , 10000000);
Set($WebBaseURL, "http://cmtest01.fleetboard.dmz/rt");
Set($WebImagesURL , $WebPath . "/NoAuth/images/");
Set($LogoURL, $WebImagesURL . "bplogo.gif");
Set($LogoLinkURL, 'http://cmtest01.fleetboard.dmz');
Set($LogoImageURL, $WebImagesURL . "bplogo.gif");
Set($LogoAltText, "Daimler Fleetboard GmbH");

Set($RTAddressRegexp ,
'^[A-Za-z0-9][A-Za-z0-9_\.\-]{0,}@([A-Za-z0-9_\-]{1,}[\.]{1,1})+([A-Za-z]{2,5})$'
);

 # THE DATABASE:

Set($DatabaseType, 'mysql'); Set($DatabaseUser , 'rt_user');
Set($DatabasePassword , ''); Set($DatabaseName , 'rt3');

 # THE WEBSERVER:

Set($WebPath , "");
#Set($WebPath , "/");
Set( @Plugins, qw(RT::Authen::ExternalAuth) );
#Set(@Plugins,(qw(Extension::QuickDelete RT::FM)));
1;
*
*

**Apach**e vhost.conf:
------------------------------

*
*<VirtualHost *:80>
    ServerName cmtest01.fleetboard.dmz

    #SSLEngine ON
    #SSLCertificateFile /root/certs/tickets.fleetboard.net.cert
    #SSLCertificateKeyFile  /root/certs/fbweb01.key

    # DocumentRoot: The directory out of which you will serve your
    # documents. By default, all requests are taken from this directory, but
    # symbolic links and aliases may be used to point to other locations.

    #DocumentRoot  /srv/www/vhosts/cmtest01.fleetboard.net/rt/
    AddHandler fastcgi-script fcgi
    Alias /rt "/opt/rt3/share/html"
    <Location />
        Allow from all
        Satisfy any
        allow from localhost

        AuthUserFile /dev/null
        AuthName "Hello LDAP"
        AuthBasicAuthoritative Off
        AuthType Basic
*
*AuthBasicAuthoritative Off
        AuthType Basic
        AuthLDAPURL
"ldap://ladapserverip:port/OU=ldapou,DC=intranet,DC=fb,DC=com?sAMAccountName?sub?(objectClass=*)"
        AuthLDAPBindDN "CN=LDAPs
Subversion,OU=P-R,OU=P,OU=ldapou,DC=intranet,DC=fb,DC=com"
        AuthLDAPBindPassword "ldappassword"
        require valid-user
    </Location>
*
*AddDefaultCharset UTF-8
   PerlRequire /opt/rt3/bin/webmux.pl

   <Directory /srv/www/vhosts/cmtest01.fleetboard.net/rt/>
    Order allow,deny
    Allow from all
    DirectoryIndex index.html index.php
   </Directory>

   <Directory /opt/rt3/share/html/>
       Order allow,deny
       Allow from all
       Options Indexes FollowSymLinks
       DirectoryIndex index.html index.php
       SetHandler perl-script
       PerlResponseHandler RT::Mason
   </Directory>
*
*</VirtualHost>*


Looking forward

regards

haris
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From mike.johnson at nosm.ca  Tue Jul 20 10:51:58 2010
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Tue, 20 Jul 2010 10:51:58 -0400
Subject: [rt-users] Dependency error on install of 3.6.10 on CentOS
Message-ID: <AANLkTinJeHBRwsKAXI9bA9gRz9xYftxNdzomR-3dfMRs@mail.gmail.com>

HI folks,

Just doing an install of RT using yum, and I'm getting dependency errors on
a few perl things.

I looked through the rt-users lists and I found 1 person that had an issue
similar... but the information that was shared didn't really tell me an
answer, just that the person got it working.

The dependency errors are:

perl(script)
perl(File::chmod)
perl(Algorithm::Dependency::Ordered)
perl(Algorithm::Dependency)

I know these are installed, just not registered with yum..

I'm new to administering linux boxes, and I'm not too sure how to get around
this.(also there is no note of this on the wiki for the install instructions
for RT)

Can anyone help me?

Thanks!
-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson at nosm.ca
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From juan.mas at gmail.com  Tue Jul 20 14:44:16 2010
From: juan.mas at gmail.com (Juan Mas)
Date: Tue, 20 Jul 2010 14:44:16 -0400
Subject: [rt-users] Requiring a Subject on new ticket?
Message-ID: <AANLkTimLam5x_1g95kyDyY7qtW8DknUiqjrepm-pyd6u@mail.gmail.com>

When someone submits a new ticket through e-mail is there a way force them
to add a subject or the ticket won't be created?  We're running RT 3.8.7
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From gcuriel at purdue.edu  Tue Jul 20 17:12:33 2010
From: gcuriel at purdue.edu (Greg Curiel)
Date: Tue, 20 Jul 2010 14:12:33 -0700 (PDT)
Subject: [rt-users]  Prioritizing Scrips
Message-ID: <29219689.post@talk.nabble.com>


Hello,

Does anyone know of a way to prioritize which scrips get run first?  I'm
having a problem with a scrip that relies on another scrip which sets a
custom field value.  We'll call the scrips scrip A and scrip B.  Scrip B
relies on scrip A, but scrip B is getting processed first so the data it
needs from scrip A does not exist yet.  So I was wondering if there was a
way to prioritize the scrips or perhaps someone knows a different work
around?

Thanks in advance,
Greg Curiel
-- 
View this message in context: http://old.nabble.com/Prioritizing-Scrips-tp29219689p29219689.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From drasar at ics.muni.cz  Tue Jul 20 17:50:00 2010
From: drasar at ics.muni.cz (Martin Drasar)
Date: Tue, 20 Jul 2010 23:50:00 +0200
Subject: [rt-users] Prioritizing Scrips
In-Reply-To: <29219689.post@talk.nabble.com>
References: <29219689.post@talk.nabble.com>
Message-ID: <4C461A08.90706@ics.muni.cz>

Dne 20.7.2010 23:12, Greg Curiel napsal(a):
> 
> Hello,
> 
> Does anyone know of a way to prioritize which scrips get run first?  I'm
> having a problem with a scrip that relies on another scrip which sets a
> custom field value.  We'll call the scrips scrip A and scrip B.  Scrip B
> relies on scrip A, but scrip B is getting processed first so the data it
> needs from scrip A does not exist yet.  So I was wondering if there was a
> way to prioritize the scrips or perhaps someone knows a different work
> around?
> 
> Thanks in advance,
> Greg Curiel

Hi Greg,
scrips should be execued in alphabetical order (at least in version
>3.6 I think). For example scrips in our RT instance have four digit
prefix to specify execution order.

Martin

-- 
Mgr. Martin Drasar                                   drasar at ics.muni.cz
CSIRT-MU, Network Security Department          http://www.muni.cz/csirt
Institute of Computer Science, Masaryk University, Brno, Czech Republic
                       PGP Key ID: 0x944BC925


From G.Booth at lboro.ac.uk  Wed Jul 21 03:08:12 2010
From: G.Booth at lboro.ac.uk (G.Booth)
Date: Wed, 21 Jul 2010 08:08:12 +0100
Subject: [rt-users] Requiring a Subject on new ticket?
References: <AANLkTimLam5x_1g95kyDyY7qtW8DknUiqjrepm-pyd6u@mail.gmail.com>
Message-ID: <ximss-9348814@frim.lboro.ac.uk>

On Tue, 20 Jul 2010 14:44:16 -0400
  Juan Mas <juan.mas at gmail.com> wrote:
> When someone submits a new ticket through e-mail is 
>there a way force them
> to add a subject or the ticket won't be created?  We're 
>running RT 3.8.7

Hi Juan

This extension seems to work ok:

http://search.cpan.org/dist/RT-Extension-MandatorySubject/

Or you could write a piece of custom ajax and perl, which is fired by the on 
submit

regards
Garry

--

Dr Garry Booth
IT Services
Loughborough University


From torben.nehmer at cancom.de  Wed Jul 21 03:50:49 2010
From: torben.nehmer at cancom.de (Nehmer Torben)
Date: Wed, 21 Jul 2010 09:50:49 +0200
Subject: [rt-users] Customization / Callback Question for
	"Ticket/Elements/Tabs".
Message-ID: <AC5D0502DFE96948924DAD837EA8CFD3DC610B1E0B@JETMX003.int.cancom.de>

Good morning,

I am currently trying to customize RTs Action Listing in the top of the Ticket Display (Comment, Correspond, Forward, Resolve). I am using callbacks, but they do not invoke as expected. As a basic idea I have been using the example of Dirk Pape, specifically http://page.mi.fu-berlin.de/dirkpape/rt3/Callbacks/MI/Ticket/Elements/Tabs/Default

The code I am actually using looks like this:

<%INIT>
if ($Ticket) {
        # overwrite the default Action for Resolve to Correspond
        if ( $Ticket->CurrentUserHasRight('ModifyTicket') && ( $Ticket->Status ne 'resolved' ) ) {
                $actions->{'G'}->{'path'} = "Ticket/Update.html?Action=Respond&DefaultStatus=resolved&id=".$Ticket->id;
        }

        # Set To Test
        if ( $Ticket->CurrentUserHasRight('ModifyTicket') && ( $Ticket->Status ne 'test' ) ) {
                $actions->{'T'} = {
                        title => 'Test',
                        path => "Ticket/Update.html?Action=Respond&DefaultStatus=test&id="
                                . $Ticket->id };
        }

        # Add as Watcher
        if ( $Ticket->CurrentUserHasRight('Watch') ) {
                $actions->{'W'} = {
                        title => loc('Watch'),
                        path => 'Ticket/ModifyPeople.html?Ticket-AddWatcher-Principal-'
                                . $Ticket->CurrentUser->id
                                . '=Cc&id='.$Ticket->id };
        }

}
# $actions->{'ZZ2'} = { title => 'test2', path => 'test2' };
</%INIT>
<%ARGS>
$Ticket => undef
$actions => undef
</%ARGS>

The callback actually gets called, if I uncomment the "ZZ2" entry, it gets shown as expected. Unfortunately, the $Ticket object is undefined and thus breaks the entire idea.

I am using RT 3.8.8 installed from Debian packages, the callback has been placed into /usr/local/share/request-tracker3.8/html/Callbacks/Ticket/Elements/Tabs/Default.

I would appreciate any hints, why this does not work.

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<mailto:torben.nehmer at cancom.de>
www.cancom.de<http://www.cancom.de>
CANCOM Deutschland GmbH
Sitz der Gesellschaft: Jettingen-Scheppach
HRB 10653 Memmingen
Gesch?ftsf?hrer: Martin Mayr, Tobias H?rmann
Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschlie?lich f?r den Gebrauch durch den Empf?nger bestimmt!
This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee!

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From Ingo.Itter at ages.de  Wed Jul 21 04:06:47 2010
From: Ingo.Itter at ages.de (Ingo.Itter at ages.de)
Date: Wed, 21 Jul 2010 10:06:47 +0200
Subject: [rt-users] CLI:  Server error: Proxy Authorization Required (407)
Message-ID: <OFC288FFC8.6FCF4788-ONC1257767.002C1477-C1257767.002C90C3@ages.de>

Hello,

i try to create a new ticket via the CLI but i've got an Error.

Here the settings of my .rtrc :

server http://10.20.x.xx/      <---- the lokal adress of the Server
user <user>
passwd <pwd>


If i do "/opt/rt3/bin/rt create -t ticket"  i receive : rt: Server error: 
Proxy Authorization Required (407)

My i should set the local adress in the Debian no proxy table an how i do 
this ?

Greetings from Germany

Ingo


_______________________________________________________________________
Gesch?ftsf?hrer: Rolf Herzog, Thomas Benk
AGES Maut System GmbH & Co. KG
AG D?sseldorf HRA 14045, USt-IdNr.: DE 202525868
AGES International GmbH & Co. KG
AG D?sseldorf HRA 16636, USt-IdNr.: DE 813749831
AGES ETS GmbH
AG D?sseldorf HRB 55580, USt-IdNr.: DE 814789134
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From ronald.higgins at gmail.com  Wed Jul 21 04:48:34 2010
From: ronald.higgins at gmail.com (ronald higgins)
Date: Wed, 21 Jul 2010 10:48:34 +0200
Subject: [rt-users] Moving RT Database to remote host
Message-ID: <AANLkTin-fOFTynfxdRoWdMm45RMcX3ziCqc3j9L7KL-u@mail.gmail.com>

Hi RT Users,

I currently have an RT Deployment, the web app and mysql db lives on
the same machine.
However, because Centos currently does not support a MySQL Server Version that
supports partitioning I would like to move the DB to a remote host
with MySQL 5.1 installed.

Once i've imported the RT Data into the new remote DB how would i go
about pointing the current
RT web app to the remote MySQL Instance ?

Regards

Ronald


From aperotti at cutaway.it  Wed Jul 21 05:26:07 2010
From: aperotti at cutaway.it (Andrea Perotti)
Date: Wed, 21 Jul 2010 11:26:07 +0200
Subject: [rt-users] Moving RT Database to remote host
In-Reply-To: <AANLkTin-fOFTynfxdRoWdMm45RMcX3ziCqc3j9L7KL-u@mail.gmail.com>
References: <AANLkTin-fOFTynfxdRoWdMm45RMcX3ziCqc3j9L7KL-u@mail.gmail.com>
Message-ID: <4C46BD2F.1020709@cutaway.it>

Il 21/07/2010 10:48, ronald higgins ha scritto:
> Once i've imported the RT Data into the new remote DB how would i go
> about pointing the current
> RT web app to the remote MySQL Instance ?

In the same place you configured during the install: RT_SiteConfig

Doublecheck the connectivity between your frontend and the dbserver with
a textual client before switching .

cheers

-- 
Andrea Perotti


From jwest at brandeis.edu  Wed Jul 21 10:58:49 2010
From: jwest at brandeis.edu (Joshua West)
Date: Wed, 21 Jul 2010 10:58:49 -0400
Subject: [rt-users] RT 3.8.8, Apache, and FastCGI memory leak?
Message-ID: <4C470B29.9090305@brandeis.edu>

Hey folks,

We've currently upgraded to RT 3.8.8 on RHEL 5 64-bit.  We've deployed
with Apache 2.2.3 (RHEL supplied), mod_fastcgi 2.4.6.

Unfortunately, about 1-2x a day, the mason_handler.fcgi processes will
progressively grow in memory consumption from running at about 90MB each
to 1-3GB each, and continue to rise, until the machine fills swap and
OOM killer has its fun.  For example, right now you can see some of the
processes which have for some reason, consumed and held onto quite a bit
of memory:

USER       PID %CPU %MEM    VSZ   RSS TTY      STAT START   TIME COMMAND
root     11216  0.0  0.1 198560  6332 ?        Ss   Jul20   0:00
/usr/sbin/httpd
apache   11218  0.0  0.0 197968  3468 ?        S    Jul20   0:00  \_
/usr/sbin/fcgi-
apache   11219  0.3 29.2 1354192 1227444 ?     S    Jul20   3:36  |   \_
/usr/bin/perl /opt/rt3/bin/mason_handler.fcgi
apache   11229  0.3 29.3 1356172 1229444 ?     S    Jul20   3:46  |   \_
/usr/bin/perl /opt/rt3/bin/mason_handler.fcgi
apache   11232  0.2  7.7 452176 325296 ?       S    Jul20   3:06  |   \_
/usr/bin/perl /opt/rt3/bin/mason_handler.fcgi
apache   11236  0.2  3.1 257672 131180 ?       S    Jul20   2:21  |   \_
/usr/bin/perl /opt/rt3/bin/mason_handler.fcgi

RT is configured for use with mod_fastcgi via the directive:

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

within Apache's config.

To work around this issue, I've investigated attempting to adjust
mod_fastcgi via the FastCgiConfig directives, so the mason_handler.fcgi
processes would be recycled (spawned, killed, etc) based on demand.  In
theory, that should just start to clean up used memory resources when
there's a lull in activity.  Unfortunately, I haven't had any success in
this.  Seems that the FastCgiConfig directives (singleThreshold,
multiThreshold, minProcesses, maxProcesses, etc.) aren't being honored.

It looks like I can also configure RT to just use mason_handler as an
external FastCGI server, and have Apache/RT communicate via a local UNIX
socket, but I don't think this will solve our issue as the external
server (/opt/rt3/bin/fastcgi_server) doesn't have any advanced process
scheduling abilities like those I was attempting to make use of with
FastCgiConfig directives.

Lastly, this issue seems to be quite similar to one posted at
http://issues.bestpractical.com/Ticket/Display.html?id=15108 -- perhaps
this is more widespread than on just my deployment?

Anyways, any help/input would be greatly appreciated.  I'd rather not
have to cron restart Apache twice a day just to keep the service online.

Thanks!

-- 
Joshua West
Senior Systems Engineer
Brandeis University
http://www.brandeis.edu



From mark.jenks at iodincorporated.com  Wed Jul 21 11:45:48 2010
From: mark.jenks at iodincorporated.com (Mark Jenks)
Date: Wed, 21 Jul 2010 10:45:48 -0500
Subject: [rt-users] 10 newest unowned tickets
Message-ID: <C04C91F114EEFC4FBC8D74033F1D859A0B40FC66@imcmail2.imcwi.com>

I have an issue I am trying to figure out.

 

The default search for unowned tickets is:

Owner = 'Nobody'

AND (

    Status = 'new'

   Or Status = 'open')

 

But it doesn't show everything for non system-admins.  (i.e. people that
can't see all of the queues)

 

If I specify a queue, it works fine.

 

It seems that it searches all the tickets, shows the top 10, and only
displays the tickets that the user has access to the queues. 

So, if the user only has access to 1 out of 10 queues, there is a chance
it will show nothing in it, because there are none in the top 10 that he
as access to view.

 

Sounds like a logic bug in the code?  I am on 3.8.8.

 

-Mark





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

Mark Jenks

Network Administrator

iod incorporated

mark.jenks at iodincorporated.com <mailto:mark.jenks at iodincorporated.com> 

920-406-3702

 


CONFIDENTIALITY NOTICE:  The information contained in this email message, including any attachments, may be 
privileged, confidential and otherwise protected from disclosure.  If the reader of this message is not the 
intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this 
message, including any attachments, is strictly prohibited.  If you have received this email message in 
error, please notify the sender by reply email and delete/destroy the email message, including attachments, 
and any copies thereof.  Although we have taken precautions to minimize the risk of transmitting viruses via 
email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for 
any damages sustained as a result of any such viruses.
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From scott at myemma.com  Wed Jul 21 12:06:02 2010
From: scott at myemma.com (Scott Sears)
Date: Wed, 21 Jul 2010 11:06:02 -0500
Subject: [rt-users] RT 3.8.7 + Kerberos Authentication + LDAP Authorization
Message-ID: <C860BF27-32A5-4952-BA78-191AC769D417@myemma.com>

I've been trying to figure out how to best configure my RT authentication/authorization.

We are running RT 3.8.7 and use the RT database (MYSQL) to store RT user information (but not passwords).
We have a Kerberos KDC which stores passwords and provides single-sign-on authentication across all of our kerberized systems.

Currently, I am using the following in my RT_Siteconfig.pm:

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

Apache is configured to use mod_auth_kerb.so for authentication to our KDC, and passes the authentication on to RT. This has been working as designed.

Here is my question:

We also have an LDAP directory with all staff user information and linux system privileges, but it does not contain passwords.

I want to go one step further and configure RT to use our LDAP to determine whether or not a user should be allowed to use RT, and if so, whether or not they should be a privileged or unprivileged user. I've done some due diligence, but all googling/wiki'ing seems to point to using EITHER WebExternalAuth (kerberos) OR ExternalAuth (LDAP), but not both in the way I need them to.  That is, I want RT to use apache (via the KDC) for authentication, and use LDAP for authorization.

For context, the reason I'm looking into this matter is that we have started using RT to handle postmaster and abuse requests. As a result, our list of unprivileged RT users is growing rapidly since every email AutoCreates a new RT user. 

Can anyone provide any assistance or guidance in this matter? 
If I'm looking down the wrong road, I'm certainly open to making a turn in the right direction. 

Thank you!


Scott Sears

Infrastructure Team  |  Emma?
scott at myemma.com
800.595.4401 or 615.292.5888
615.292.0777 (fax)

Emma helps organizations everywhere communicate & market in style.
Visit us online at www.myemma.com 

 P please consider the environment before printing this e-mail

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From ktm at rice.edu  Wed Jul 21 12:18:34 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Wed, 21 Jul 2010 11:18:34 -0500
Subject: [rt-users] 10 newest unowned tickets
In-Reply-To: <C04C91F114EEFC4FBC8D74033F1D859A0B40FC66@imcmail2.imcwi.com>
References: <C04C91F114EEFC4FBC8D74033F1D859A0B40FC66@imcmail2.imcwi.com>
Message-ID: <20100721161834.GN27203@aart.is.rice.edu>

You will need to enable using SQL for ACLs in RT_SiteConfig.pm.
It is beta/testing so buyer beware...

Ken

On Wed, Jul 21, 2010 at 10:45:48AM -0500, Mark Jenks wrote:
> I have an issue I am trying to figure out.
> 
>  
> 
> The default search for unowned tickets is:
> 
> Owner = 'Nobody'
> 
> AND (
> 
>     Status = 'new'
> 
>    Or Status = 'open')
> 
>  
> 
> But it doesn't show everything for non system-admins.  (i.e. people that
> can't see all of the queues)
> 
>  
> 
> If I specify a queue, it works fine.
> 
>  
> 
> It seems that it searches all the tickets, shows the top 10, and only
> displays the tickets that the user has access to the queues. 
> 
> So, if the user only has access to 1 out of 10 queues, there is a chance
> it will show nothing in it, because there are none in the top 10 that he
> as access to view.
> 
>  
> 
> Sounds like a logic bug in the code?  I am on 3.8.8.
> 
>  
> 
> -Mark
> 
> 
> 
> 
> 
> ----------------------------------------------------------------
> 
> Mark Jenks
> 
> Network Administrator
> 
> iod incorporated
> 
> mark.jenks at iodincorporated.com <mailto:mark.jenks at iodincorporated.com> 
> 
> 920-406-3702
> 
>  
> 
> 
> CONFIDENTIALITY NOTICE:  The information contained in this email message, including any attachments, may be 
> privileged, confidential and otherwise protected from disclosure.  If the reader of this message is not the 
> intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this 
> message, including any attachments, is strictly prohibited.  If you have received this email message in 
> error, please notify the sender by reply email and delete/destroy the email message, including attachments, 
> and any copies thereof.  Although we have taken precautions to minimize the risk of transmitting viruses via 
> email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for 
> any damages sustained as a result of any such viruses.

> 
> 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 Jul 21 12:50:39 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 21 Jul 2010 09:50:39 -0700
Subject: [rt-users] 10 newest unowned tickets
In-Reply-To: <C04C91F114EEFC4FBC8D74033F1D859A0B40FC66@imcmail2.imcwi.com>
References: <C04C91F114EEFC4FBC8D74033F1D859A0B40FC66@imcmail2.imcwi.com>
Message-ID: <AANLkTikuIeTNpjizWmKkH9DcDRfawU4uQwNq5jlgECpL@mail.gmail.com>

Mark,

It's just my opinion, but I like that logic. If I don't want someone to see
tickets in a certain Queue, why would I want them to see "unowned" tickets
in that same Queue? I wouldn't want that to change.

Kenn
LBNL

On Wed, Jul 21, 2010 at 8:45 AM, Mark Jenks
<mark.jenks at iodincorporated.com>wrote:

>  I have an issue I am trying to figure out.
>
>
>
> The default search for unowned tickets is:
>
> Owner = ?Nobody?
>
> AND (
>
>     Status = ?new?
>
>    Or Status = ?open?)
>
>
>
> But it doesn?t show everything for non system-admins.  (i.e. people that
> can?t see all of the queues)
>
>
>
> If I specify a queue, it works fine.
>
>
>
> It seems that it searches all the tickets, shows the top 10, and only
> displays the tickets that the user has access to the queues.
>
> So, if the user only has access to 1 out of 10 queues, there is a chance it
> will show nothing in it, because there are none in the top 10 that he as
> access to view.
>
>
>
> Sounds like a logic bug in the code?  I am on 3.8.8.
>
>
>
> -Mark
>
>
>
>  ----------------------------------------------------------------
>
> Mark Jenks
>
> Network Administrator
>
> *iod incorporated*
>
> mark.jenks at iodincorporated.com
>
> 920-406-3702
>
>
>  CONFIDENTIALITY NOTICE: The information contained in this email message,
> including any attachments, may be privileged, confidential and otherwise
> protected from disclosure. If the reader of this message is not the intended
> recipient, you are hereby notified that any use, dissemination, distribution
> or copying of this message, including any attachments, is strictly
> prohibited. If you have received this email message in error, please notify
> the sender by reply email and delete/destroy the email message, including
> attachments, and any copies thereof. Although we have taken precautions to
> minimize the risk of transmitting viruses via email and attachments thereto,
> we do not guarantee that either is virus-free, and we accept no liability
> for any damages sustained as a result of any such viruses.
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From kfcrocker at lbl.gov  Wed Jul 21 12:58:18 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 21 Jul 2010 09:58:18 -0700
Subject: [rt-users] Prioritizing Scrips
In-Reply-To: <29219689.post@talk.nabble.com>
References: <29219689.post@talk.nabble.com>
Message-ID: <AANLkTil6zzqpAYoQEJ9NNbOqWpaiSbkQKQGqg6nO12bO@mail.gmail.com>

Greg,

Hopefully, you remembered to enable "TransactionBatch" and set your stage to
that.

Kenn
LBNL

On Tue, Jul 20, 2010 at 2:12 PM, Greg Curiel <gcuriel at purdue.edu> wrote:

>
> Hello,
>
> Does anyone know of a way to prioritize which scrips get run first?  I'm
> having a problem with a scrip that relies on another scrip which sets a
> custom field value.  We'll call the scrips scrip A and scrip B.  Scrip B
> relies on scrip A, but scrip B is getting processed first so the data it
> needs from scrip A does not exist yet.  So I was wondering if there was a
> way to prioritize the scrips or perhaps someone knows a different work
> around?
>
> Thanks in advance,
> Greg Curiel
> --
> View this message in context:
> http://old.nabble.com/Prioritizing-Scrips-tp29219689p29219689.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From javoskam at uwaterloo.ca  Wed Jul 21 13:10:52 2010
From: javoskam at uwaterloo.ca (Jeff Voskamp)
Date: Wed, 21 Jul 2010 13:10:52 -0400
Subject: [rt-users] 10 newest unowned tickets
In-Reply-To: <AANLkTikuIeTNpjizWmKkH9DcDRfawU4uQwNq5jlgECpL@mail.gmail.com>
References: <C04C91F114EEFC4FBC8D74033F1D859A0B40FC66@imcmail2.imcwi.com>
	<AANLkTikuIeTNpjizWmKkH9DcDRfawU4uQwNq5jlgECpL@mail.gmail.com>
Message-ID: <4C472A1C.8090309@uwaterloo.ca>

On 07/21/2010 12:50 PM, Kenneth Crocker wrote:
> Mark,
>
> It's just my opinion, but I like that logic. If I don't want someone 
> to see tickets in a certain Queue, why would I want them to see 
> "unowned" tickets in that same Queue? I wouldn't want that to change.
>
> Kenn
> LBNL
No, but you may still want to see 10 tickets.

Investigate "Set( $UseSQLForACLChecks, 1 );" in your RT_SiteConfig.pm.

Jeff



From jblaine at kickflop.net  Wed Jul 21 13:20:40 2010
From: jblaine at kickflop.net (Jeff Blaine)
Date: Wed, 21 Jul 2010 13:20:40 -0400
Subject: [rt-users] Shred more than 10 per rt-shredder run?
Message-ID: <4C472C68.6010406@kickflop.net>

I searched around and couldn't find the answer.  How does one
override the default 10 object threshold with rt-shredder?

Using RT 3.8.7


From kfcrocker at lbl.gov  Wed Jul 21 13:46:35 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 21 Jul 2010 10:46:35 -0700
Subject: [rt-users] 10 newest unowned tickets
In-Reply-To: <4C472A1C.8090309@uwaterloo.ca>
References: <C04C91F114EEFC4FBC8D74033F1D859A0B40FC66@imcmail2.imcwi.com>
	<AANLkTikuIeTNpjizWmKkH9DcDRfawU4uQwNq5jlgECpL@mail.gmail.com>
	<4C472A1C.8090309@uwaterloo.ca>
Message-ID: <AANLkTiluzVo1inlrdtak8qT-HmRLWsSBkpNoVzujkNVr@mail.gmail.com>

Jeff,

Not if I'm not supposed to. So what if there aren't 10 unowned tickets in
the list? As a matter of security, I sure wouldn't want someone looking at
sensitive payroll info on requests in the Payroll Queue if they aren't even
allowed to have access to the payroll Queue.

Kenn
LBNL

On Wed, Jul 21, 2010 at 10:10 AM, Jeff Voskamp <javoskam at uwaterloo.ca>wrote:

> On 07/21/2010 12:50 PM, Kenneth Crocker wrote:
>
>> Mark,
>>
>> It's just my opinion, but I like that logic. If I don't want someone to
>> see tickets in a certain Queue, why would I want them to see "unowned"
>> tickets in that same Queue? I wouldn't want that to change.
>>
>> Kenn
>> LBNL
>>
> No, but you may still want to see 10 tickets.
>
> Investigate "Set( $UseSQLForACLChecks, 1 );" in your RT_SiteConfig.pm.
>
> Jeff
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From jim at jamesberwick.com  Wed Jul 21 14:04:24 2010
From: jim at jamesberwick.com (James Berwick)
Date: Wed, 21 Jul 2010 14:04:24 -0400
Subject: [rt-users] 10 newest unowned tickets
In-Reply-To: <AANLkTiluzVo1inlrdtak8qT-HmRLWsSBkpNoVzujkNVr@mail.gmail.com>
References: <C04C91F114EEFC4FBC8D74033F1D859A0B40FC66@imcmail2.imcwi.com>	<AANLkTikuIeTNpjizWmKkH9DcDRfawU4uQwNq5jlgECpL@mail.gmail.com>	<4C472A1C.8090309@uwaterloo.ca>
	<AANLkTiluzVo1inlrdtak8qT-HmRLWsSBkpNoVzujkNVr@mail.gmail.com>
Message-ID: <4C4736A8.9020800@jamesberwick.com>

On 7/21/2010 1:46 PM, Kenneth Crocker wrote:
> Jeff,
>
> Not if I'm not supposed to. So what if there aren't 10 unowned tickets 
> in the list? As a matter of security, I sure wouldn't want someone 
> looking at sensitive payroll info on requests in the Payroll Queue if 
> they aren't even allowed to have access to the payroll Queue.
>
> Kenn
> LBNL
If I understand correctly:
There are 100 open tickets.  The 10 newest unowned tickets belong to a 
queue that a user can't see.  The user logs in and the 10 newest unowned 
tickets box is empty.  There are 90 other tickets that are new and 
unowned that the user should be allowed to see but are not displayed.

What I believe Mark and Jeff are saying (and that UseSQLForACLChecks 
does) is have the box be filled with the 10 newest unowned tickets that 
a user is allowed to see, ie, filter the tickets during the search as 
opposed to finding the top 10 and then filtering out what shouldn't be 
visible.


From peter at petermurfitt.com  Wed Jul 21 14:09:18 2010
From: peter at petermurfitt.com (Peter Murfitt)
Date: Wed, 21 Jul 2010 19:09:18 +0100
Subject: [rt-users] 10 newest unowned tickets
In-Reply-To: <4C4736A8.9020800@jamesberwick.com>
References: <C04C91F114EEFC4FBC8D74033F1D859A0B40FC66@imcmail2.imcwi.com>	<AANLkTikuIeTNpjizWmKkH9DcDRfawU4uQwNq5jlgECpL@mail.gmail.com>	<4C472A1C.8090309@uwaterloo.ca>
	<AANLkTiluzVo1inlrdtak8qT-HmRLWsSBkpNoVzujkNVr@mail.gmail.com>
	<4C4736A8.9020800@jamesberwick.com>
Message-ID: <311A66E2-E091-4775-9FCE-281A1A03D196@petermurfitt.com>

I think this is very similar to what Justin was saying a couple of weeks ago: http://lists.bestpractical.com/pipermail/rt-users/2010-July/065538.html

Though it looked like that bug was fixed by 3.8.8


On 21 Jul 2010, at 19:04, James Berwick wrote:
> On 7/21/2010 1:46 PM, Kenneth Crocker wrote:
>> Jeff,
>> 
>> Not if I'm not supposed to. So what if there aren't 10 unowned tickets in the list? As a matter of security, I sure wouldn't want someone looking at sensitive payroll info on requests in the Payroll Queue if they aren't even allowed to have access to the payroll Queue.
>> 
>> Kenn
>> LBNL
> If I understand correctly:
> There are 100 open tickets.  The 10 newest unowned tickets belong to a queue that a user can't see.  The user logs in and the 10 newest unowned tickets box is empty.  There are 90 other tickets that are new and unowned that the user should be allowed to see but are not displayed.
> 
> What I believe Mark and Jeff are saying (and that UseSQLForACLChecks does) is have the box be filled with the 10 newest unowned tickets that a user is allowed to see, ie, filter the tickets during the search as opposed to finding the top 10 and then filtering out what shouldn't be visible.
> 
> 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 Jul 21 14:39:52 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 21 Jul 2010 11:39:52 -0700
Subject: [rt-users] 10 newest unowned tickets
In-Reply-To: <4C4736A8.9020800@jamesberwick.com>
References: <C04C91F114EEFC4FBC8D74033F1D859A0B40FC66@imcmail2.imcwi.com>
	<AANLkTikuIeTNpjizWmKkH9DcDRfawU4uQwNq5jlgECpL@mail.gmail.com>
	<4C472A1C.8090309@uwaterloo.ca>
	<AANLkTiluzVo1inlrdtak8qT-HmRLWsSBkpNoVzujkNVr@mail.gmail.com>
	<4C4736A8.9020800@jamesberwick.com>
Message-ID: <AANLkTinet5sjTQmlrVjOvOqyCSp9W3vPK3XrNx-fMvg6@mail.gmail.com>

Jeff,

Sounds good to me.

Kenn

On Wed, Jul 21, 2010 at 11:04 AM, James Berwick <jim at jamesberwick.com>wrote:

> On 7/21/2010 1:46 PM, Kenneth Crocker wrote:
>
>> Jeff,
>>
>> Not if I'm not supposed to. So what if there aren't 10 unowned tickets in
>> the list? As a matter of security, I sure wouldn't want someone looking at
>> sensitive payroll info on requests in the Payroll Queue if they aren't even
>> allowed to have access to the payroll Queue.
>>
>> Kenn
>> LBNL
>>
> If I understand correctly:
> There are 100 open tickets.  The 10 newest unowned tickets belong to a
> queue that a user can't see.  The user logs in and the 10 newest unowned
> tickets box is empty.  There are 90 other tickets that are new and unowned
> that the user should be allowed to see but are not displayed.
>
> What I believe Mark and Jeff are saying (and that UseSQLForACLChecks does)
> is have the box be filled with the 10 newest unowned tickets that a user is
> allowed to see, ie, filter the tickets during the search as opposed to
> finding the top 10 and then filtering out what shouldn't be visible.
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From peter at petermurfitt.com  Wed Jul 21 15:13:49 2010
From: peter at petermurfitt.com (Peter Murfitt)
Date: Wed, 21 Jul 2010 20:13:49 +0100
Subject: [rt-users] Shred more than 10 per rt-shredder run?
In-Reply-To: <4C472C68.6010406@kickflop.net>
References: <4C472C68.6010406@kickflop.net>
Message-ID: <DF60F4D0-620A-4DF0-8B54-4A2BCA98F083@petermurfitt.com>

Looks like "limit,100;" might be your answer?

rt-shredder --plugin "Tickets=query,Status = 'Deleted' AND LastUpdated < '30 days ago';limit,100" --sqldump /{somepath}/shredder-restore-tickets.sql
Might contain your answer - found that http://wiki.bestpractical.com/view/Shredder

Peter

On 21 Jul 2010, at 18:20, Jeff Blaine wrote:

> I searched around and couldn't find the answer.  How does one
> override the default 10 object threshold with rt-shredder?
> 
> Using RT 3.8.7
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

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From william.graboyes at theportalgrp.com  Wed Jul 21 21:19:51 2010
From: william.graboyes at theportalgrp.com (William Graboyes)
Date: Wed, 21 Jul 2010 18:19:51 -0700
Subject: [rt-users] Mysql queries slow
Message-ID: <AANLkTikbatoqt1NP8YsWlsm42_hvFKXxbBQayDRgNTih@mail.gmail.com>

Hi List,

As an example of what I  am talking about the query `select count(id) from
Attachments;`  The returned result is 174039, but it takes 39.1549 seconds
to return that simple query.  The Transactions table returns 343259 in .4358
seconds.  Does anyone have some optimization tips beyond what is already on
the wiki.

After a little more of my own tweaking I have the Attachments query down to
24.9559 seconds.

Has anyone successfully integrated RT3 with memcached?  Would I be better
off moving the mysql server to it's own server?

Running version:
RT 3.8.7
MySQL 5.0.67

Total tickets as of this writing:
7282

Total time on RT:
1yr 3m

Thanks in advance for any help that can be provided.


Thanks,
Bill
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From NFOGGI at depaul.edu  Wed Jul 21 21:45:08 2010
From: NFOGGI at depaul.edu (Foggi, Nicola)
Date: Wed, 21 Jul 2010 20:45:08 -0500
Subject: [rt-users] Mysql queries slow
References: <AANLkTikbatoqt1NP8YsWlsm42_hvFKXxbBQayDRgNTih@mail.gmail.com>
Message-ID: <1214B92276151C40B1DEBE7D142AD82F03CC9034@XVS01.dpu.depaul.edu>



with no real mysql tweaking on RT 3.8.8 I get:

mysql> select count(id) from Attachments;
+-----------+
| count(id) |
+-----------+
|     41636 | 
+-----------+
1 row in set (0.62 sec)

while significantly less that yours, .62 seconds isn't too shabby... 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com on behalf of William Graboyes
Sent: Wed 7/21/2010 8:19 PM
To: rt-users
Subject: [rt-users] Mysql queries slow
 
Hi List,

As an example of what I  am talking about the query `select count(id) from
Attachments;`  The returned result is 174039, but it takes 39.1549 seconds
to return that simple query.  The Transactions table returns 343259 in .4358
seconds.  Does anyone have some optimization tips beyond what is already on
the wiki.

After a little more of my own tweaking I have the Attachments query down to
24.9559 seconds.

Has anyone successfully integrated RT3 with memcached?  Would I be better
off moving the mysql server to it's own server?

Running version:
RT 3.8.7
MySQL 5.0.67

Total tickets as of this writing:
7282

Total time on RT:
1yr 3m

Thanks in advance for any help that can be provided.


Thanks,
Bill

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From a.deadman at aerocare.com.au  Wed Jul 21 22:42:57 2010
From: a.deadman at aerocare.com.au (Alan Deadman)
Date: Thu, 22 Jul 2010 12:42:57 +1000
Subject: [rt-users] Adding CC's from an email as Watchers on Create Ticket
Message-ID: <4AC725DD-355C-4290-A38B-85C633033200@aerocare.com.au>

Hi

Most of my tickets are created via emails to the RT system. When this happens, the CC's from the email are not automatically added as Watchers.

Is this possible to change?

Many thanks in advance.

Regards
Alan Deadman
a.deadman at aerocare.com.au




Attention:
The contents of this email and any attachments is intended only for the named recipients to which it is addressed.  The information contained in this email communication may be confidential or may contain legally privileged information or copyright material.  You should only read, disclose, re-transmit, copy or act in reliance on the information if you are authorised to do so.  If you are not the intended recipient of this email communication, please notify the sender immediately and then destroy any electronic or paper copy of this message.  Aero-Care Pty Ltd, Aero-Care Flight Support Pty Ltd or a related entity, does not represent, warrant or guarantee that the integrity of this communication has been maintained nor that the communication is free of errors, spam, malware or interference.

For further information about Aero-Care, please see our website at http://www.aerocare.com.au

Please consider the environment before printing this email



From vpn.cluster.ha at gmail.com  Wed Jul 21 23:19:05 2010
From: vpn.cluster.ha at gmail.com (VPN Cluster)
Date: Wed, 21 Jul 2010 23:19:05 -0400
Subject: [rt-users] RT 3.8.8 New Installation
Message-ID: <AANLkTil0nJHuTVvcyeeAqVXscP1NG-q2F_T7rpfPEbSC@mail.gmail.com>

Hello,

I am performing my first installation of RT 3.8.8 on Redhat 5.0. I`ve looked
around and there are multiple resources that kind of confusing reading
several of them. I would like if you guys refer me to a possible step by
step guide.. I am using Oracle as back end..


Thanks
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From smithj4 at bnl.gov  Wed Jul 21 23:22:48 2010
From: smithj4 at bnl.gov (Jason A. Smith)
Date: Wed, 21 Jul 2010 23:22:48 -0400
Subject: [rt-users] Adding CC's from an email as Watchers on Create
 Ticket
In-Reply-To: <4AC725DD-355C-4290-A38B-85C633033200@aerocare.com.au>
References: <4AC725DD-355C-4290-A38B-85C633033200@aerocare.com.au>
Message-ID: <1279768968.6130.1.camel@jazbo.dyndns.org>

On Thu, 2010-07-22 at 12:42 +1000, Alan Deadman wrote:
> Hi
> 
> Most of my tickets are created via emails to the RT system. When this
> happens, the CC's from the email are not automatically added as
> Watchers.
> 
> Is this possible to change?

Hi Alan,

I wrote a custom scrip to do this many years ago, see the RT wiki:

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

~Jason


-- 
/------------------------------------------------------------------\
|  Jason A. Smith                          Email:  smithj4 at bnl.gov |
|  Atlas Computing Facility, Bldg. 510M    Phone: +1-631-344-4226  |
|  Brookhaven National Lab, P.O. Box 5000  Fax:   +1-631-344-7616  |
|  Upton, NY 11973-5000,  U.S.A.                                   |
\------------------------------------------------------------------/



From falcone at bestpractical.com  Thu Jul 22 03:54:48 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 22 Jul 2010 00:54:48 -0700
Subject: [rt-users] Adding CC's from an email as Watchers on Create
 Ticket
In-Reply-To: <1279768968.6130.1.camel@jazbo.dyndns.org>
References: <4AC725DD-355C-4290-A38B-85C633033200@aerocare.com.au>
	<1279768968.6130.1.camel@jazbo.dyndns.org>
Message-ID: <20100722075448.GC704@jibsheet.com>

On Wed, Jul 21, 2010 at 11:22:48PM -0400, Jason A. Smith wrote:
> On Thu, 2010-07-22 at 12:42 +1000, Alan Deadman wrote:
> > Hi
> > 
> > Most of my tickets are created via emails to the RT system. When this
> > happens, the CC's from the email are not automatically added as
> > Watchers.
> > 
> > Is this possible to change?
> 
> Hi Alan,
> 
> I wrote a custom scrip to do this many years ago, see the RT wiki:
> 
> http://wiki.bestpractical.com/view/AddWatchersOnCorrespond

For create there is a config option.  The scrip is only really
required for existing tickets

-kevin
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From cloos at netcologne.de  Thu Jul 22 05:21:47 2010
From: cloos at netcologne.de (Christian Loos)
Date: Thu, 22 Jul 2010 11:21:47 +0200
Subject: [rt-users] Customization / Callback Question for
	"Ticket/Elements/Tabs".
In-Reply-To: <AC5D0502DFE96948924DAD837EA8CFD3DC610B1E0B@JETMX003.int.cancom.de>
References: <AC5D0502DFE96948924DAD837EA8CFD3DC610B1E0B@JETMX003.int.cancom.de>
Message-ID: <4C480DAB.9030901@netcologne.de>

Hi Torben,

you should move your callback from
/usr/local/share/request-tracker3.8/html/Callbacks/Ticket/Elements/Tabs/Default
to
/usr/local/share/request-tracker3.8/html/Callbacks/MyCallbacks/Ticket/Elements/Tabs/Default
and replace MyCallbacks with a name of your choice.
Restart the webserver and everything should be fine.

You should take a look at:
http://wiki.bestpractical.com/view/CustomizingWithCallbacks

Chris

Am 21.07.2010 09:50, schrieb Nehmer Torben:
> Good morning,
> 
>  
> 
> I am currently trying to customize RTs Action Listing in the top of the
> Ticket Display (Comment, Correspond, Forward, Resolve). I am using
> callbacks, but they do not invoke as expected. As a basic idea I have
> been using the example of Dirk Pape, specifically
> http://page.mi.fu-berlin.de/dirkpape/rt3/Callbacks/MI/Ticket/Elements/Tabs/Default
> 
>  
> 
> The code I am actually using looks like this:
> 
>  
> 
> <%INIT>
> 
> if ($Ticket) {
> 
>         # overwrite the default Action for Resolve to Correspond
> 
>         if ( $Ticket->CurrentUserHasRight('ModifyTicket') && (
> $Ticket->Status ne 'resolved' ) ) {
> 
>                 $actions->{'G'}->{'path'} =
> "Ticket/Update.html?Action=Respond&DefaultStatus=resolved&id=".$Ticket->id;
> 
>         }
> 
>  
> 
>         # Set To Test
> 
>         if ( $Ticket->CurrentUserHasRight('ModifyTicket') && (
> $Ticket->Status ne 'test' ) ) {
> 
>                 $actions->{'T'} = {
> 
>                         title => 'Test',
> 
>                         path =>
> "Ticket/Update.html?Action=Respond&DefaultStatus=test&id="
> 
>                                 . $Ticket->id };
> 
>         }
> 
>  
> 
>         # Add as Watcher
> 
>         if ( $Ticket->CurrentUserHasRight('Watch') ) {
> 
>                 $actions->{'W'} = {
> 
>                         title => loc('Watch'),
> 
>                         path =>
> 'Ticket/ModifyPeople.html?Ticket-AddWatcher-Principal-'
> 
>                                 . $Ticket->CurrentUser->id
> 
>                                 . '=Cc&id='.$Ticket->id };
> 
>         }
> 
>  
> 
> }
> 
> # $actions->{'ZZ2'} = { title => 'test2', path => 'test2' };
> 
> </%INIT>
> 
> <%ARGS>
> 
> $Ticket => undef
> 
> $actions => undef
> 
> </%ARGS>
> 
>  
> 
> The callback actually gets called, if I uncomment the ?ZZ2? entry, it
> gets shown as expected. Unfortunately, the $Ticket object is undefined
> and thus breaks the entire idea.
> 
>  
> 
> I am using RT 3.8.8 installed from Debian packages, the callback has
> been placed into
> /usr/local/share/request-tracker3.8/html/Callbacks/Ticket/Elements/Tabs/Default.
> 
>  
> 
> I would appreciate any hints, why this does not work.
> 
>  
> 
> Best regards,
> Torben Nehmer
> 



From ronald.higgins at gmail.com  Thu Jul 22 05:34:51 2010
From: ronald.higgins at gmail.com (ronald higgins)
Date: Thu, 22 Jul 2010 11:34:51 +0200
Subject: [rt-users] MySQL Performance
Message-ID: <AANLkTineIP1ZkfKQJlXpIMSXUQ2UZgClUWoxMKnDaPF0@mail.gmail.com>

Hi RT Users,

We've started experiencing degraded performance within RT over the
last few days and I am struggling to pin point where exactly the
problem is lying.
I suspect it might be MySQL, i've inserted a "show innodb status"
below if anyone could perhaps take a gander and read something out of
the stats as to where we can look to better tune. Currently loading a
ticket is taking about a minute.

Tasks: 186 total,   5 running, 181 sleeping,   0 stopped,   0 zombie
Cpu(s): 26.6%us,  1.6%sy,  0.0%ni, 70.2%id,  1.6%wa,  0.0%hi,  0.1%si,  0.0%st
Mem:  24686080k total, 22107928k used,  2578152k free,   205156k buffers
Swap:  9961464k total,      148k used,  9961316k free,  9817792k cached

  PID USER      PR  NI  VIRT  RES  SHR S %CPU %MEM    TIME+  COMMAND
 4585 mysql     15   0 11.5g 9.6g 4768 S 465.4 40.8   2443:05 mysqld
  710 apache    16   0  369m  97m 4264 R 61.8  0.4   0:33.07 httpd
 1621 apache    16   0  351m  86m 4104 R 38.6  0.4   0:04.06 httpd
 1614 apache    15   0  358m  87m 4220 R 32.8  0.4   0:05.08 httpd
 1667 apache    15   0  367m 101m 4112 R 23.2  0.4   0:02.16 httpd
  885 apache    16   0  366m  94m 4224 S  1.9  0.4   0:27.48 httpd



mysql> show innodb status\G;
*************************** 1. row ***************************
Status:
=====================================
100722 11:27:30 INNODB MONITOR OUTPUT
=====================================
Per second averages calculated from the last 27 seconds
----------
SEMAPHORES
----------
OS WAIT ARRAY INFO: reservation count 126073166, signal count 79431641
--Thread 1185212736 has waited at row0sel.c line 3326 for 0.00 seconds
the semaphore:
S-lock on RW-latch at 0x2aaaaf1770b8 created in file btr0sea.c line 139
a writer (thread id 1181399360) has reserved it in mode  wait exclusive
number of readers 0, waiters flag 1
Last time read locked in file btr0sea.c line 773
Last time write locked in file btr0sea.c line 516
--Thread 1186216256 has waited at row0sel.c line 3326 for 0.00 seconds
the semaphore:
S-lock on RW-latch at 0x2aaaaf1770b8 created in file btr0sea.c line 139
a writer (thread id 1181399360) has reserved it in mode  wait exclusive
number of readers 0, waiters flag 1
Last time read locked in file btr0sea.c line 773
Last time write locked in file btr0sea.c line 516
--Thread 1193240896 has waited at buf0buf.c line 1125 for 0.00 seconds
the semaphore:
Mutex at 0x2aaaaf176cb8 created file buf0buf.c line 545, lock var 0
waiters flag 0
--Thread 1180997952 has waited at row0sel.c line 3326 for 0.00 seconds
the semaphore:
S-lock on RW-latch at 0x2aaaaf1770b8 created in file btr0sea.c line 139
a writer (thread id 1181399360) has reserved it in mode  wait exclusive
number of readers 0, waiters flag 1
Last time read locked in file btr0sea.c line 773
Last time write locked in file btr0sea.c line 516
--Thread 1186015552 has waited at row0sel.c line 3326 for 0.00 seconds
the semaphore:
S-lock on RW-latch at 0x2aaaaf1770b8 created in file btr0sea.c line 139
a writer (thread id 1181399360) has reserved it in mode  wait exclusive
number of readers 0, waiters flag 1
Last time read locked in file btr0sea.c line 773
Last time write locked in file btr0sea.c line 516
--Thread 1182603584 has waited at row0sel.c line 3326 for 0.00 seconds
the semaphore:
S-lock on RW-latch at 0x2aaaaf1770b8 created in file btr0sea.c line 139
a writer (thread id 1181399360) has reserved it in mode  wait exclusive
number of readers 0, waiters flag 1
Last time read locked in file btr0sea.c line 773
Last time write locked in file btr0sea.c line 516
--Thread 1179793728 has waited at row0sel.c line 3326 for 0.00 seconds
the semaphore:
S-lock on RW-latch at 0x2aaaaf1770b8 created in file btr0sea.c line 139
a writer (thread id 1181399360) has reserved it in mode  wait exclusive
number of readers 0, waiters flag 1
Last time read locked in file btr0sea.c line 773
Last time write locked in file btr0sea.c line 516
Mutex spin waits 0, rounds 49935462809, OS waits 70792871
RW-shared spins 52889597, OS waits 16186940; RW-excl spins 71311363,
OS waits 4180724
------------
TRANSACTIONS
------------
Trx id counter 0 1484982159
Purge done for trx's n:o < 0 1484978453 undo n:o < 0 0
History list length 58
Total number of lock structs in row lock hash table 0
LIST OF TRANSACTIONS FOR EACH SESSION:
---TRANSACTION 0 1484980746, not started, process no 4585, OS thread
id 1181800768
MySQL thread id 1795, query id 13936848 localhost rt_user
---TRANSACTION 0 1484980364, not started, process no 4585, OS thread
id 1180797248
MySQL thread id 1794, query id 13934899 localhost rt_user
---TRANSACTION 0 0, not started, process no 4585, OS thread id 1179392320
MySQL thread id 1793, query id 13924290 localhost rt_user
---TRANSACTION 0 0, not started, process no 4585, OS thread id 1186416960
MySQL thread id 1790, query id 13942372 localhost root
show innodb status
---TRANSACTION 0 1484981576, not started, process no 4585, OS thread
id 1189628224
MySQL thread id 1789, query id 13940210 localhost rt_user
---TRANSACTION 0 1484980447, not started, process no 4585, OS thread
id 1179994432
MySQL thread id 1788, query id 13935065 localhost rt_user
---TRANSACTION 0 1484981472, not started, process no 4585, OS thread
id 1075669312
MySQL thread id 1787, query id 13939769 localhost rt_user
---TRANSACTION 0 1484981852, not started, process no 4585, OS thread
id 1188022592
MySQL thread id 1785, query id 13941857 localhost rt_user
---TRANSACTION 0 1484981921, not started, process no 4585, OS thread
id 1193441600
MySQL thread id 1779, query id 13941993 localhost rt_user
---TRANSACTION 0 1484979078, not started, process no 4585, OS thread
id 1192438080
MySQL thread id 1776, query id 13928137 localhost rt_user
---TRANSACTION 0 1484981694, not started, process no 4585, OS thread
id 1184008512
MySQL thread id 1774, query id 13940541 localhost rt_user
---TRANSACTION 0 1484982158, not started, process no 4585, OS thread
id 1178589504
MySQL thread id 1772, query id 13942372 localhost rt_user
---TRANSACTION 0 1484981756, not started, process no 4585, OS thread
id 1196452160
MySQL thread id 1766, query id 13941056 localhost rt_user
---TRANSACTION 0 1484981858, not started, process no 4585, OS thread
id 1188624704
MySQL thread id 1765, query id 13941967 localhost rt_user
---TRANSACTION 0 1484981890, not started, process no 4585, OS thread
id 1081493824
MySQL thread id 1764, query id 13941947 localhost rt_user
---TRANSACTION 0 1484981842, not started, process no 4585, OS thread
id 1195247936
MySQL thread id 1761, query id 13941412 localhost rt_user
---TRANSACTION 0 1484981513, not started, process no 4585, OS thread
id 1085479232
MySQL thread id 1758, query id 13940137 localhost rt_user
---TRANSACTION 0 1484981840, not started, process no 4585, OS thread
id 1190431040
MySQL thread id 1756, query id 13941375 localhost rt_user
---TRANSACTION 0 1484981502, not started, process no 4585, OS thread
id 1182804288
MySQL thread id 1754, query id 13940193 localhost rt_user
---TRANSACTION 0 1484981683, not started, process no 4585, OS thread
id 1183406400
MySQL thread id 1753, query id 13940485 localhost rt_user
---TRANSACTION 0 1484980753, not started, process no 4585, OS thread
id 1178188096
MySQL thread id 1751, query id 13937210 localhost rt_user
---TRANSACTION 0 1484974938, not started, process no 4585, OS thread
id 1184811328
MySQL thread id 1747, query id 13888992 localhost rt_user
---TRANSACTION 0 1484982144, ACTIVE 3 sec, process no 4585, OS thread
id 1185012032 fetching rows, thread declared inside InnoDB 346
mysql tables in use 1, locked 0
MySQL thread id 1792, query id 13942230 localhost rt_user Sending data
SELECT count(main.id) FROM Tickets main  WHERE (main.Status !=
'deleted') AND (main.Owner = '10' AND  ( main.Status = 'new' OR
main.Status = 'open' ) ) AND (main.Type = 'ticket') AND
(main.EffectiveId = main.id)
Trx read view will not see trx with id >= 0 1484982145, sees < 0 1484978174
---TRANSACTION 0 1484981804, ACTIVE 7 sec, process no 4585, OS thread
id 1192036672 starting index read, thread declared inside InnoDB 453
mysql tables in use 3, locked 0
MySQL thread id 1780, query id 13941120 localhost rt_user Copying to tmp table
SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users Users_3 JOIN
Groups Groups_1  ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND (
Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) JOIN
CachedGroupMembers CachedGroupMembers_2  ON (
CachedGroupMembers_2.MemberId = Users_3.id ) AND (
CachedGroupMembers_2.GroupId = Groups_1.id )  WHERE (Users_3.id =
'1241833') AND (main.Status != 'deleted') AND ( (
CachedGroupMembers_2.id IS NOT NULL )  AND  ( main.Status = 'new' OR
main.Status = 'open' OR main.Status = 'stalled' ) ) AND (main.Type =
'ticket') AND (main.EffectiveId = main.id
Trx read view will not see trx with id >= 0 1484981805, sees < 0 1484977794
---TRANSACTION 0 1484981429, ACTIVE 12 sec, process no 4585, OS thread
id 1182603584 starting index read, thread declared inside InnoDB 179
mysql tables in use 3, locked 0
MySQL thread id 1796, query id 13938273 localhost rt_user Copying to tmp table
SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users Users_3 JOIN
Groups Groups_1  ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND (
Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) JOIN
CachedGroupMembers CachedGroupMembers_2  ON (
CachedGroupMembers_2.MemberId = Users_3.id ) AND (
CachedGroupMembers_2.GroupId = Groups_1.id )  WHERE (Users_3.id =
'1241833') AND (main.Status != 'deleted') AND ( (
CachedGroupMembers_2.id IS NOT NULL )  AND  ( main.Status = 'new' OR
main.Status = 'open' OR main.Status = 'stalled' ) ) AND (main.Type =
'ticket') AND (main.EffectiveId = main.id
Trx read view will not see trx with id >= 0 1484981430, sees < 0 1484977739
---TRANSACTION 0 1484981175, ACTIVE 18 sec, process no 4585, OS thread
id 1186015552 starting index read, thread declared inside InnoDB 314
mysql tables in use 3, locked 0
MySQL thread id 1752, query id 13936820 localhost rt_user Copying to tmp table
SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users Users_3 JOIN
Groups Groups_1  ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND (
Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) JOIN
CachedGroupMembers CachedGroupMembers_2  ON (
CachedGroupMembers_2.MemberId = Users_3.id ) AND (
CachedGroupMembers_2.GroupId = Groups_1.id )  WHERE (Users_3.id =
'1241833') AND (main.Status != 'deleted') AND ( (
CachedGroupMembers_2.id IS NOT NULL )  AND  ( main.Status = 'new' OR
main.Status = 'open' OR main.Status = 'stalled' ) ) AND (main.Type =
'ticket') AND (main.EffectiveId = main.id
Trx read view will not see trx with id >= 0 1484981176, sees < 0 1484977576
---TRANSACTION 0 1484980796, ACTIVE 22 sec, process no 4585, OS thread
id 1184409920 starting index read, thread declared inside InnoDB 192
mysql tables in use 3, locked 0
MySQL thread id 1775, query id 13935057 localhost rt_user Copying to tmp table
SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users Users_3 JOIN
Groups Groups_1  ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND (
Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) JOIN
CachedGroupMembers CachedGroupMembers_2  ON (
CachedGroupMembers_2.MemberId = Users_3.id ) AND (
CachedGroupMembers_2.GroupId = Groups_1.id )  WHERE (Users_3.id =
'1241833') AND (main.Status != 'deleted') AND ( (
CachedGroupMembers_2.id IS NOT NULL )  AND  ( main.Status = 'new' OR
main.Status = 'open' OR main.Status = 'stalled' ) ) AND (main.Type =
'ticket') AND (main.EffectiveId = main.id
Trx read view will not see trx with id >= 0 1484980797, sees < 0 1484977576
---TRANSACTION 0 1484980703, ACTIVE 24 sec, process no 4585, OS thread
id 1186216256 starting index read, thread declared inside InnoDB 343
mysql tables in use 3, locked 0
MySQL thread id 1746, query id 13934166 localhost rt_user Copying to tmp table
SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users Users_3 JOIN
Groups Groups_1  ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND (
Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) JOIN
CachedGroupMembers CachedGroupMembers_2  ON (
CachedGroupMembers_2.MemberId = Users_3.id ) AND (
CachedGroupMembers_2.GroupId = Groups_1.id )  WHERE (Users_3.id =
'1241833') AND (main.Status != 'deleted') AND ( (
CachedGroupMembers_2.id IS NOT NULL )  AND  ( main.Status = 'new' OR
main.Status = 'open' OR main.Status = 'stalled' ) ) AND (main.Type =
'ticket') AND (main.EffectiveId = main.id
Trx read view will not see trx with id >= 0 1484980704, sees < 0 1484977576
---TRANSACTION 0 1484979990, ACTIVE 31 sec, process no 4585, OS thread
id 1192839488 fetching rows, thread declared inside InnoDB 319
mysql tables in use 3, locked 0
MySQL thread id 1760, query id 13929467 localhost rt_user Copying to tmp table
SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users Users_3 JOIN
Groups Groups_1  ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND (
Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) JOIN
CachedGroupMembers CachedGroupMembers_2  ON (
CachedGroupMembers_2.MemberId = Users_3.id ) AND (
CachedGroupMembers_2.GroupId = Groups_1.id )  WHERE (Users_3.id =
'1241833') AND (main.Status != 'deleted') AND ( (
CachedGroupMembers_2.id IS NOT NULL )  AND  ( main.Status = 'new' OR
main.Status = 'open' OR main.Status = 'stalled' ) ) AND (main.Type =
'ticket') AND (main.EffectiveId = main.id
Trx read view will not see trx with id >= 0 1484979991, sees < 0 1484977327
---TRANSACTION 0 1484979619, ACTIVE 33 sec, process no 4585, OS thread
id 1181399360 fetching rows, thread declared inside InnoDB 341
mysql tables in use 3, locked 0
MySQL thread id 1791, query id 13927577 localhost rt_user Copying to tmp table
SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users Users_3 JOIN
Groups Groups_1  ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND (
Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) JOIN
CachedGroupMembers CachedGroupMembers_2  ON (
CachedGroupMembers_2.MemberId = Users_3.id ) AND (
CachedGroupMembers_2.GroupId = Groups_1.id )  WHERE (Users_3.id =
'1241833') AND (main.Status != 'deleted') AND ( (
CachedGroupMembers_2.id IS NOT NULL )  AND  ( main.Status = 'new' OR
main.Status = 'open' OR main.Status = 'stalled' ) ) AND (main.Type =
'ticket') AND (main.EffectiveId = main.id
Trx read view will not see trx with id >= 0 1484979620, sees < 0 1484977327
---TRANSACTION 0 1484979450, ACTIVE 37 sec, process no 4585, OS thread
id 1180997952 starting index read, thread declared inside InnoDB 183
mysql tables in use 3, locked 0
MySQL thread id 1749, query id 13926215 localhost rt_user Copying to tmp table
SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users Users_3 JOIN
Groups Groups_1  ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND (
Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) JOIN
CachedGroupMembers CachedGroupMembers_2  ON (
CachedGroupMembers_2.MemberId = Users_3.id ) AND (
CachedGroupMembers_2.GroupId = Groups_1.id )  WHERE (Users_3.id =
'1241833') AND (main.Status != 'deleted') AND ( (
CachedGroupMembers_2.id IS NOT NULL )  AND  ( main.Status = 'new' OR
main.Status = 'open' OR main.Status = 'stalled' ) ) AND (main.Type =
'ticket') AND (main.EffectiveId = main.id
Trx read view will not see trx with id >= 0 1484979451, sees < 0 1484977270
---TRANSACTION 0 1484978924, ACTIVE 44 sec, process no 4585, OS thread
id 1185212736 starting index read, thread declared inside InnoDB 349
mysql tables in use 3, locked 0
MySQL thread id 1771, query id 13923999 localhost rt_user Copying to tmp table
SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users Users_3 JOIN
Groups Groups_1  ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND (
Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) JOIN
CachedGroupMembers CachedGroupMembers_2  ON (
CachedGroupMembers_2.MemberId = Users_3.id ) AND (
CachedGroupMembers_2.GroupId = Groups_1.id )  WHERE (Users_3.id =
'1241833') AND (main.Status != 'deleted') AND ( (
CachedGroupMembers_2.id IS NOT NULL )  AND  ( main.Status = 'new' OR
main.Status = 'open' OR main.Status = 'stalled' ) ) AND (main.Type =
'ticket') AND (main.EffectiveId = main.id
Trx read view will not see trx with id >= 0 1484978925, sees < 0 1484977270
---TRANSACTION 0 1484978498, ACTIVE 53 sec, process no 4585, OS thread
id 1193240896 starting index read, thread declared inside InnoDB 330
mysql tables in use 3, locked 0
MySQL thread id 1773, query id 13922701 localhost rt_user Copying to tmp table
SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users Users_3 JOIN
Groups Groups_1  ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND (
Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) JOIN
CachedGroupMembers CachedGroupMembers_2  ON (
CachedGroupMembers_2.MemberId = Users_3.id ) AND (
CachedGroupMembers_2.GroupId = Groups_1.id )  WHERE (Users_3.id =
'1241833') AND (main.Status != 'deleted') AND ( (
CachedGroupMembers_2.id IS NOT NULL )  AND  ( main.Status = 'new' OR
main.Status = 'open' OR main.Status = 'stalled' ) ) AND (main.Type =
'ticket') AND (main.EffectiveId = main.id
Trx read view will not see trx with id >= 0 1484978499, sees < 0 1484977270
---TRANSACTION 0 1484978174, ACTIVE 58 sec, process no 4585, OS thread
id 1179793728 starting index read, thread declared inside InnoDB 103
mysql tables in use 3, locked 0
MySQL thread id 1748, query id 13920916 localhost rt_user Copying to tmp table
SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users Users_3 JOIN
Groups Groups_1  ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND (
Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) JOIN
CachedGroupMembers CachedGroupMembers_2  ON (
CachedGroupMembers_2.MemberId = Users_3.id ) AND (
CachedGroupMembers_2.GroupId = Groups_1.id )  WHERE (Users_3.id =
'1241833') AND (main.Status != 'deleted') AND ( (
CachedGroupMembers_2.id IS NOT NULL )  AND  ( main.Status = 'new' OR
main.Status = 'open' OR main.Status = 'stalled' ) ) AND (main.Type =
'ticket') AND (main.EffectiveId = main.id
Trx read view will not see trx with id >= 0 1484978175, sees < 0 1484976871
--------
FILE I/O
--------
I/O thread 0 state: waiting for i/o request (insert buffer thread)
I/O thread 1 state: waiting for i/o request (log thread)
I/O thread 2 state: waiting for i/o request (read thread)
I/O thread 3 state: waiting for i/o request (write thread)
Pending normal aio reads: 0, aio writes: 0,
 ibuf aio reads: 0, log i/o's: 0, sync i/o's: 0
Pending flushes (fsync) log: 0; buffer pool: 0
3530827 OS file reads, 233377 OS file writes, 78230 OS fsyncs
0.74 reads/s, 56524 avg bytes/read, 10.89 writes/s, 3.37 fsyncs/s
-------------------------------------
INSERT BUFFER AND ADAPTIVE HASH INDEX
-------------------------------------
Ibuf: size 1, free list len 5, seg size 7,
1567 inserts, 1567 merged recs, 183 merges
Hash table size 17700857, used cells 14678563, node heap has 46130 buffer(s)
313058.44 hash searches/s, 240583.79 non-hash searches/s
---
LOG
---
Log sequence number 70 816935317
Log flushed up to   70 816935317
Last checkpoint at  70 816913120
0 pending log writes, 0 pending chkp writes
63595 log i/o's done, 2.78 log i/o's/second
----------------------
BUFFER POOL AND MEMORY
----------------------
Total memory allocated 9556719232; in additional pool allocated 16776960
Buffer pool size   524288
Free buffers       0
Database pages     478158
Modified db pages  60
Pending reads 0
Pending writes: LRU 0, flush list 0, single page 0
Pages read 12654194, created 37132, written 214243
2.56 reads/s, 1.11 creates/s, 9.70 writes/s
Buffer pool hit rate 1000 / 1000
--------------
ROW OPERATIONS
--------------
12 queries inside InnoDB, 0 queries in queue
13 read views open inside InnoDB
Main thread process no. 4585, id 1177385280, state: sleeping
Number of rows inserted 115155, updated 79870, deleted 4302, read 30792655080
7.18 inserts/s, 4.22 updates/s, 0.07 deletes/s, 929862.97 reads/s
----------------------------
END OF INNODB MONITOR OUTPUT
============================

1 row in set, 1 warning (0.12 sec)

ERROR:
No query specified


From ktm at rice.edu  Thu Jul 22 09:09:47 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Thu, 22 Jul 2010 08:09:47 -0500
Subject: [rt-users] Mysql queries slow
In-Reply-To: <AANLkTikbatoqt1NP8YsWlsm42_hvFKXxbBQayDRgNTih@mail.gmail.com>
References: <AANLkTikbatoqt1NP8YsWlsm42_hvFKXxbBQayDRgNTih@mail.gmail.com>
Message-ID: <20100722130947.GQ27203@aart.is.rice.edu>

On Wed, Jul 21, 2010 at 06:19:51PM -0700, William Graboyes wrote:
> Hi List,
> 
> As an example of what I  am talking about the query `select count(id) from
> Attachments;`  The returned result is 174039, but it takes 39.1549 seconds
> to return that simple query.  The Transactions table returns 343259 in .4358
> seconds.  Does anyone have some optimization tips beyond what is already on
> the wiki.
> 
> After a little more of my own tweaking I have the Attachments query down to
> 24.9559 seconds.
> 
> Has anyone successfully integrated RT3 with memcached?  Would I be better
> off moving the mysql server to it's own server?
> 
> Running version:
> RT 3.8.7
> MySQL 5.0.67
> 
> Total tickets as of this writing:
> 7282
> 
> Total time on RT:
> 1yr 3m
> 
> Thanks in advance for any help that can be provided.
> 
> 
> Thanks,
> Bill


Hi Bill,

You mentioned your version of the software but no details of your
actual hardware. To provide the answer to the count(*) query, the
entire table concerned needs to be read from disk. For your 
Attachments result off 39s for 174039, is that the value for the
first time the query is run or the value after multiple runs when
the table is cached in memory? We use PostgreSQL as the backend
and the first time the select query is run:

# select count(*) from attachments;
  count  
---------
 2807604
(1 row)

Time: 16707.404 ms

But the second time, the result is much faster because of caching:

# select count(*) from attachments;
  count  
---------
 2807622
(1 row)

Time: 2909.343 ms

Similarly for the transactions table:

# select count(*) from transactions;
  count  
---------
 6468511
(1 row)

Time: 4030.046 ms

And for the 2nd run with caching:

# select count(*) from transactions;
  count  
---------
 6468511
(1 row)

Time: 1094.672 ms

It does seem like your times are slower, but it could easily
be the hardware setup that you are using for RT.

Cheers,
Ken


From mike.johnson at nosm.ca  Thu Jul 22 09:59:39 2010
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Thu, 22 Jul 2010 09:59:39 -0400
Subject: [rt-users] ExternalAuth - loading fine but isn't authenticating to
	LDAP
Message-ID: <AANLkTimTrP4Yo-vNpik7mKFRR6Hkly0_g_oymu9A-Em2@mail.gmail.com>

Hi everyone,

Where do I start debugging my setup??

I have CentOS5.5, RT3.8.8, ExternalAuth 0.8 attempting to connect to an
Active Drectory LDAP.

Everything loads fine(I get no errors from my config files).  I've loaded
the ExternalAuth plugin, but when I attempt to login to the UI with an LDAP
user, I get an invalid user/pass.  The only error/logging I can find
anywhere is in syslog and that just tells me the same thing...

I'm connecting to an Active Directory server, and with some
googling/rt-users searching I found the following settings to use.

'filter'                    =>  '(objectCategory=User)',
 'd_filter'                  =>
'(userAccountControl:1.2.840.113556.1.4.803:=2)',


I've left group and group_attr blank(is that allowed?) as I want all users
found under my base DN to be able to use RT.

In the attr_match_list I have name and email address only
In attr_map I have the sAMAccountName mail and cn mapped to their respective
places in RT.

I've tested the user/pass I'm using(our LDAP is setup to not allow anonymous
unfortunately, so I have to use an account to bind.

I can't seem to find where ExternalAuth would toss an error out for me to
read if it's failling because of the arguments I've set...

Any help would be appreciated.
-- 
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 nosm.ca
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From kfcrocker at lbl.gov  Thu Jul 22 10:53:47 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 22 Jul 2010 07:53:47 -0700
Subject: [rt-users] Adding CC's from an email as Watchers on Create
	Ticket
In-Reply-To: <20100722075448.GC704@jibsheet.com>
References: <4AC725DD-355C-4290-A38B-85C633033200@aerocare.com.au>
	<1279768968.6130.1.camel@jazbo.dyndns.org>
	<20100722075448.GC704@jibsheet.com>
Message-ID: <AANLkTinEPYGGPiOIKtqsVepspJFX-RBhiLXxHq0nI4-4@mail.gmail.com>

Alan,

To do this universally, you want to set the following configuration:
Set($ParseNewMessageForTicketCcs , 1);

To do it on a Queue-by-Queue basis, I added a scrip for that to the wiki for
both create's and on-going correspondence.

Kenn
LBNL


On Thu, Jul 22, 2010 at 12:54 AM, Kevin Falcone
<falcone at bestpractical.com>wrote:

> On Wed, Jul 21, 2010 at 11:22:48PM -0400, Jason A. Smith wrote:
> > On Thu, 2010-07-22 at 12:42 +1000, Alan Deadman wrote:
> > > Hi
> > >
> > > Most of my tickets are created via emails to the RT system. When this
> > > happens, the CC's from the email are not automatically added as
> > > Watchers.
> > >
> > > Is this possible to change?
> >
> > Hi Alan,
> >
> > I wrote a custom scrip to do this many years ago, see the RT wiki:
> >
> > http://wiki.bestpractical.com/view/AddWatchersOnCorrespond
>
> For create there is a config option.  The scrip is only really
> required for existing tickets
>
> -kevin
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From kfcrocker at lbl.gov  Thu Jul 22 11:24:48 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 22 Jul 2010 08:24:48 -0700
Subject: [rt-users] ExternalAuth - loading fine but isn't authenticating
	to LDAP
In-Reply-To: <AANLkTimTrP4Yo-vNpik7mKFRR6Hkly0_g_oymu9A-Em2@mail.gmail.com>
References: <AANLkTimTrP4Yo-vNpik7mKFRR6Hkly0_g_oymu9A-Em2@mail.gmail.com>
Message-ID: <AANLkTimmRVQn_rhh3hHUlFoveR2qlb3Pso3BLNAmjDIB@mail.gmail.com>

Mike,

First off, check to see how you've set $WebExternalAuto. I'm not sure how
that would affect LDAP if it was turned on.

Second, I'll assume you've set your "Plugins" appropriately to include
"RT::Authen::ExternalAuth".

Thirdly, you have to make sure certain LDAP parameters are consistent (ie.
if you're using TLS, etc.).

Below is what we use for our list of parameters:

*Set($ExternalAuthPriority,  [ 'My_LDAP' ] );*

*Set($ExternalInfoPriority,  [ 'My_LDAP' ] );*

*Set($ExternalServiceUsesSSLorTLS, 1);*

*Set($AutoCreateNonExternalUsers, 0);*


*Set(*

*    $ExternalSettings,*

*      {*

*        'My_LDAP' =>*

*           {*

*            ?type?        => 'ldap',*

*            ?server?     => 'ldap.lbl.gov?,*

*            ?user?        =>  ??,*

*            ?pass?        =>  ??,*

*            ?base?        => 'ou=People,o=name of our company,c=US?,*

*            ?filter?       => '(&(status that equals active)(|(dicision
code)))?,*

*            ?d_filter?   => '(!(|(lblEmpStat=Staff)(lblEmpStat=Guest)))',*

*            ?tls?            => 1,*

*            ?net_ldap_args?    => [ version => 3],*

*            ?attr_match_list?  => ['Name',*

*                                                  'EmailAddress',*

*                                                  'RealName',*

*                                                  'uid'*

*                                                ],*

*            ?attr_map?            =>  {'Name'                  => 'uid',*

*                                                  'EmailAddress'    =>
'mail',*

*                                                  'Organization'      =>
?o?,*

*                                                  'RealName'           =>
'cn',*

*                                                  'ExternalAuthId'  =>
'uid',*

*                                                  'Gecos'
                  => 'uid',*

*                                                  'WorkPhone'         =>
'telephonenumber',*

*                                                  'Address1'             =>
'lblmailstop',*

*                                                  'Address2'             =>
'postaladdress?*

*                                                 }*

*           }*

*      }*

*   );*
*1;*
**


I don't think the attr_map would affect this, but your match list could.

Anyway, check it all out cause if there are any inconsistencies (like TLS
being *used* and *on*), it will fail.

Hope this helps.

Kenn
LBNL


On Thu, Jul 22, 2010 at 6:59 AM, Mike Johnson <mike.johnson at nosm.ca> wrote:

> Hi everyone,
>
> Where do I start debugging my setup??
>
> I have CentOS5.5, RT3.8.8, ExternalAuth 0.8 attempting to connect to an
> Active Drectory LDAP.
>
> Everything loads fine(I get no errors from my config files).  I've loaded
> the ExternalAuth plugin, but when I attempt to login to the UI with an LDAP
> user, I get an invalid user/pass.  The only error/logging I can find
> anywhere is in syslog and that just tells me the same thing...
>
> I'm connecting to an Active Directory server, and with some
> googling/rt-users searching I found the following settings to use.
>
> 'filter'                    =>  '(objectCategory=User)',
>  'd_filter'                  =>
> '(userAccountControl:1.2.840.113556.1.4.803:=2)',
>
>
> I've left group and group_attr blank(is that allowed?) as I want all users
> found under my base DN to be able to use RT.
>
> In the attr_match_list I have name and email address only
> In attr_map I have the sAMAccountName mail and cn mapped to their
> respective places in RT.
>
> I've tested the user/pass I'm using(our LDAP is setup to not allow
> anonymous unfortunately, so I have to use an account to bind.
>
> I can't seem to find where ExternalAuth would toss an error out for me to
> read if it's failling because of the arguments I've set...
>
> Any help would be appreciated.
> --
> 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 nosm.ca
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From jblaine at kickflop.net  Thu Jul 22 11:40:04 2010
From: jblaine at kickflop.net (Jeff Blaine)
Date: Thu, 22 Jul 2010 11:40:04 -0400
Subject: [rt-users] Shred more than 10 per rt-shredder run?
In-Reply-To: <DF60F4D0-620A-4DF0-8B54-4A2BCA98F083@petermurfitt.com>
References: <4C472C68.6010406@kickflop.net>
	<DF60F4D0-620A-4DF0-8B54-4A2BCA98F083@petermurfitt.com>
Message-ID: <4C486654.8080208@kickflop.net>

Thanks Peter - that did it.  Seems like a largely undocumented
thing if it's only mentioned in an example query in the wiki.
Weird.

On 7/21/2010 3:13 PM, Peter Murfitt wrote:
> Looks like "limit,100;" might be your answer?
>
> rt-shredder --plugin "Tickets=query,Status = 'Deleted' AND LastUpdated<  '30 days ago';limit,100" --sqldump /{somepath}/shredder-restore-tickets.sql
>
> Might contain your answer - found that
> http://wiki.bestpractical.com/view/Shredder
>
> Peter
>
> On 21 Jul 2010, at 18:20, Jeff Blaine wrote:
>
>> I searched around and couldn't find the answer. How does one
>> override the default 10 object threshold with rt-shredder?
>>
>> Using RT 3.8.7
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>


From mike.johnson at nosm.ca  Thu Jul 22 11:41:29 2010
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Thu, 22 Jul 2010 11:41:29 -0400
Subject: [rt-users] Adding CC's from an email as Watchers on Create
	Ticket
In-Reply-To: <AANLkTinEPYGGPiOIKtqsVepspJFX-RBhiLXxHq0nI4-4@mail.gmail.com>
References: <4AC725DD-355C-4290-A38B-85C633033200@aerocare.com.au>
	<1279768968.6130.1.camel@jazbo.dyndns.org>
	<20100722075448.GC704@jibsheet.com>
	<AANLkTinEPYGGPiOIKtqsVepspJFX-RBhiLXxHq0nI4-4@mail.gmail.com>
Message-ID: <AANLkTikQ_o6cYFv4Fu22C_Z7yEDym1tY4pFrDg9CsYwF@mail.gmail.com>

Hi,

Make sure you set RTAddresRegexp in your config if you are going to use
ParseNewMessageForTicketCCs.

If you don't, terrible things can happen...

P.S. Kenneth, sorry for the reply to you specifically :P we just switched
email platforms and I wasn't paying attention to what I was doing :P

Thanks!
Mike.

On Thu, Jul 22, 2010 at 10:53 AM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:

> Alan,
>
> To do this universally, you want to set the following configuration:
> Set($ParseNewMessageForTicketCcs , 1);
>
> To do it on a Queue-by-Queue basis, I added a scrip for that to the wiki
> for both create's and on-going correspondence.
>
> Kenn
> LBNL
>
>
> On Thu, Jul 22, 2010 at 12:54 AM, Kevin Falcone <falcone at bestpractical.com
> > wrote:
>
>> On Wed, Jul 21, 2010 at 11:22:48PM -0400, Jason A. Smith wrote:
>> > On Thu, 2010-07-22 at 12:42 +1000, Alan Deadman wrote:
>> > > Hi
>> > >
>> > > Most of my tickets are created via emails to the RT system. When this
>> > > happens, the CC's from the email are not automatically added as
>> > > Watchers.
>> > >
>> > > Is this possible to change?
>> >
>> > Hi Alan,
>> >
>> > I wrote a custom scrip to do this many years ago, see the RT wiki:
>> >
>> > http://wiki.bestpractical.com/view/AddWatchersOnCorrespond
>>
>> For create there is a config option.  The scrip is only really
>> required for existing tickets
>>
>> -kevin
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
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 nosm.ca
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From william.graboyes at theportalgrp.com  Thu Jul 22 12:52:14 2010
From: william.graboyes at theportalgrp.com (William Graboyes)
Date: Thu, 22 Jul 2010 09:52:14 -0700
Subject: [rt-users] Mysql queries slow
In-Reply-To: <20100722130947.GQ27203@aart.is.rice.edu>
References: <AANLkTikbatoqt1NP8YsWlsm42_hvFKXxbBQayDRgNTih@mail.gmail.com>
	<20100722130947.GQ27203@aart.is.rice.edu>
Message-ID: <AANLkTilM9vMViSS5osi8kvE16LkC7DKeT3mnKMClj5qL@mail.gmail.com>

Hi Ken,

I do not have the full hardware specs.  It is a hosted RT system.  The specs
that I do have access to are as follows:

Probably a dual core single CPU system, speed unknown
2gb of ram
80 gb hd space they are using md but I do not know the configuration
particulars.

I know it is not much help.  I have applied all the mysql tuning tricks I
know to it.

Thanks,
Bill



On Thu, Jul 22, 2010 at 06:09, Kenneth Marshall <ktm at rice.edu> wrote:

> On Wed, Jul 21, 2010 at 06:19:51PM -0700, William Graboyes wrote:
> > Hi List,
> >
> > As an example of what I  am talking about the query `select count(id)
> from
> > Attachments;`  The returned result is 174039, but it takes 39.1549
> seconds
> > to return that simple query.  The Transactions table returns 343259 in
> .4358
> > seconds.  Does anyone have some optimization tips beyond what is already
> on
> > the wiki.
> >
> > After a little more of my own tweaking I have the Attachments query down
> to
> > 24.9559 seconds.
> >
> > Has anyone successfully integrated RT3 with memcached?  Would I be better
> > off moving the mysql server to it's own server?
> >
> > Running version:
> > RT 3.8.7
> > MySQL 5.0.67
> >
> > Total tickets as of this writing:
> > 7282
> >
> > Total time on RT:
> > 1yr 3m
> >
> > Thanks in advance for any help that can be provided.
> >
> >
> > Thanks,
> > Bill
>
>
> Hi Bill,
>
> You mentioned your version of the software but no details of your
> actual hardware. To provide the answer to the count(*) query, the
> entire table concerned needs to be read from disk. For your
> Attachments result off 39s for 174039, is that the value for the
> first time the query is run or the value after multiple runs when
> the table is cached in memory? We use PostgreSQL as the backend
> and the first time the select query is run:
>
> # select count(*) from attachments;
>  count
> ---------
>  2807604
> (1 row)
>
> Time: 16707.404 ms
>
> But the second time, the result is much faster because of caching:
>
> # select count(*) from attachments;
>  count
> ---------
>  2807622
> (1 row)
>
> Time: 2909.343 ms
>
> Similarly for the transactions table:
>
> # select count(*) from transactions;
>  count
> ---------
>  6468511
> (1 row)
>
> Time: 4030.046 ms
>
> And for the 2nd run with caching:
>
> # select count(*) from transactions;
>  count
> ---------
>  6468511
> (1 row)
>
> Time: 1094.672 ms
>
> It does seem like your times are slower, but it could easily
> be the hardware setup that you are using for RT.
>
> Cheers,
> Ken
>
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From gcuriel at purdue.edu  Thu Jul 22 13:28:26 2010
From: gcuriel at purdue.edu (Greg Curiel)
Date: Thu, 22 Jul 2010 10:28:26 -0700 (PDT)
Subject: [rt-users] Prioritizing Scrips
In-Reply-To: <29219689.post@talk.nabble.com>
References: <29219689.post@talk.nabble.com>
Message-ID: <29239189.post@talk.nabble.com>


Hi,

Thanks for the replies.  The advise and suggestions worked.  Now I'm having
problems calling a Java jar from my scrip in RT.  I've tried using the
system and open functions, but have had no luck.  Does anyone know of a way
to call the Java jar from RT?

Thanks,
Greg Curiel

-- 
View this message in context: http://old.nabble.com/Prioritizing-Scrips-tp29219689p29239189.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From jpierce at cambridgeenergyalliance.org  Thu Jul 22 13:31:26 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 22 Jul 2010 13:31:26 -0400
Subject: [rt-users] Prioritizing Scrips
In-Reply-To: <29239189.post@talk.nabble.com>
References: <29219689.post@talk.nabble.com>
	<29239189.post@talk.nabble.com>
Message-ID: <AANLkTimPQ7Q_xF-hoX2FzF9SNetLCRS1742yALuYUffU@mail.gmail.com>

> Thanks for the replies. ?The advise and suggestions worked. ?Now I'm having
> problems calling a Java jar from my scrip in RT. ?I've tried using the
> system and open functions, but have had no luck. ?Does anyone know of a way
> to call the Java jar from RT?
Seems like a really bad idea to me, but if you want to go down that
road I'd look into Inline::Java

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


From kfcrocker at lbl.gov  Thu Jul 22 13:34:37 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 22 Jul 2010 10:34:37 -0700
Subject: [rt-users] Adding CC's from an email as Watchers on Create
	Ticket
In-Reply-To: <AANLkTikQ_o6cYFv4Fu22C_Z7yEDym1tY4pFrDg9CsYwF@mail.gmail.com>
References: <4AC725DD-355C-4290-A38B-85C633033200@aerocare.com.au>
	<1279768968.6130.1.camel@jazbo.dyndns.org>
	<20100722075448.GC704@jibsheet.com>
	<AANLkTinEPYGGPiOIKtqsVepspJFX-RBhiLXxHq0nI4-4@mail.gmail.com>
	<AANLkTikQ_o6cYFv4Fu22C_Z7yEDym1tY4pFrDg9CsYwF@mail.gmail.com>
Message-ID: <AANLkTilsGy_3x-k_HrSJyqQAmOvuZGLC2daKYbT1LoJ3@mail.gmail.com>

Alan,

Mike's point is well-taken. You don't want and endless list of duplicate
tickets, which will happen if you don't follow Mike's point.

Kenn
LBNL

On Thu, Jul 22, 2010 at 8:41 AM, Mike Johnson <mike.johnson at nosm.ca> wrote:

> Hi,
>
> Make sure you set RTAddresRegexp in your config if you are going to use
> ParseNewMessageForTicketCCs.
>
> If you don't, terrible things can happen...
>
> P.S. Kenneth, sorry for the reply to you specifically :P we just switched
> email platforms and I wasn't paying attention to what I was doing :P
>
> Thanks!
> Mike.
>
> On Thu, Jul 22, 2010 at 10:53 AM, Kenneth Crocker <kfcrocker at lbl.gov>wrote:
>
>> Alan,
>>
>> To do this universally, you want to set the following configuration:
>> Set($ParseNewMessageForTicketCcs , 1);
>>
>> To do it on a Queue-by-Queue basis, I added a scrip for that to the wiki
>> for both create's and on-going correspondence.
>>
>> Kenn
>> LBNL
>>
>>
>> On Thu, Jul 22, 2010 at 12:54 AM, Kevin Falcone <
>> falcone at bestpractical.com> wrote:
>>
>>> On Wed, Jul 21, 2010 at 11:22:48PM -0400, Jason A. Smith wrote:
>>> > On Thu, 2010-07-22 at 12:42 +1000, Alan Deadman wrote:
>>> > > Hi
>>> > >
>>> > > Most of my tickets are created via emails to the RT system. When this
>>> > > happens, the CC's from the email are not automatically added as
>>> > > Watchers.
>>> > >
>>> > > Is this possible to change?
>>> >
>>> > Hi Alan,
>>> >
>>> > I wrote a custom scrip to do this many years ago, see the RT wiki:
>>> >
>>> > http://wiki.bestpractical.com/view/AddWatchersOnCorrespond
>>>
>>> For create there is a config option.  The scrip is only really
>>> required for existing tickets
>>>
>>> -kevin
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>
>
> --
> 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 nosm.ca
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From ktm at rice.edu  Thu Jul 22 13:35:27 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Thu, 22 Jul 2010 12:35:27 -0500
Subject: [rt-users] Mysql queries slow
In-Reply-To: <AANLkTilM9vMViSS5osi8kvE16LkC7DKeT3mnKMClj5qL@mail.gmail.com>
References: <AANLkTikbatoqt1NP8YsWlsm42_hvFKXxbBQayDRgNTih@mail.gmail.com>
	<20100722130947.GQ27203@aart.is.rice.edu>
	<AANLkTilM9vMViSS5osi8kvE16LkC7DKeT3mnKMClj5qL@mail.gmail.com>
Message-ID: <20100722173527.GB12093@aart.is.rice.edu>

On Thu, Jul 22, 2010 at 09:52:14AM -0700, William Graboyes wrote:
> Hi Ken,
> 
> I do not have the full hardware specs.  It is a hosted RT system.  The specs
> that I do have access to are as follows:
> 
> Probably a dual core single CPU system, speed unknown
> 2gb of ram
> 80 gb hd space they are using md but I do not know the configuration
> particulars.
> 
> I know it is not much help.  I have applied all the mysql tuning tricks I
> know to it.
> 
> Thanks,
> Bill
> 

Hi Bill,

It looks like you are being constrained by your hardware. The rows
in the Transactions table are much, much smaller than those in the
Attachments table. This means that on a system such as yours with
only 2GB of memory, pretty much the entire Transactions table can
be cached in memory. Unless you have very small attachments, this
will not be the case for the Attachments table. I suspect that the
lookups are quick but retrieving all the attachments via effectively
random I/O on a single disk is holding you back.

Cheers,
Ken


From bernmax49 at yahoo.com  Thu Jul 22 14:01:59 2010
From: bernmax49 at yahoo.com (Max Bern)
Date: Thu, 22 Jul 2010 11:01:59 -0700 (PDT)
Subject: [rt-users] root/password combination doesn't work for first time
	logon
Message-ID: <820442.25650.qm@web45806.mail.sp1.yahoo.com>

Hi all,

We recently made a *working* RT install on CentOS, everything is configured 
properly and we can get to the localhost/rt3 logon page. That's where the 
nightmares start. We have tried every user/password combination we can think of, 
but always cannot log in. root/password doesn't work, neither does the database 
user/pass combination work. If someone could please please help, I would be most 
appreciative, we need to get RT up and running TODAY. 


Thanks in advance,

Max Bern
Zuora Inc.



      
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From mike.johnson at nosm.ca  Thu Jul 22 14:13:33 2010
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Thu, 22 Jul 2010 14:13:33 -0400
Subject: [rt-users] root/password combination doesn't work for first
	time logon
In-Reply-To: <820442.25650.qm@web45806.mail.sp1.yahoo.com>
References: <820442.25650.qm@web45806.mail.sp1.yahoo.com>
Message-ID: <AANLkTim1Qd6NLdNHRJfwXF4BR-P6CYayZ2QwDE6WnVHk@mail.gmail.com>

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

This is what I did when I was too lazy to search for what RT's root password
default is when you do a fresh install...

worked like a charm.

On Thu, Jul 22, 2010 at 2:01 PM, Max Bern <bernmax49 at yahoo.com> wrote:

>  Hi all,
>
> We recently made a *working* RT install on CentOS, everything is configured
> properly and we can get to the localhost/rt3 logon page. That's where the
> nightmares start. We have tried every user/password combination we can think
> of, but always cannot log in. root/password doesn't work, neither does the
> database user/pass combination work. If someone could please please help, I
> would be most appreciative, we need to get RT up and running TODAY.
>
> Thanks in advance,
>
> Max Bern
> Zuora Inc.
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
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 nosm.ca
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From MJames at stonebridgebank.com  Thu Jul 22 14:36:03 2010
From: MJames at stonebridgebank.com (Michael James)
Date: Thu, 22 Jul 2010 14:36:03 -0400
Subject: [rt-users] Upgrade sequence?
Message-ID: <4C4857530200009D00009F53@mailfilter.stonebridgebank.com>

Hi, I've got the following according to RT..Configuration..Tools..System Configuration

  RT v3.4.6;
  RT::FM v2.2.1;
  RT::Interface::Email v2;
  RTx::AssetTracker v0.0.0;

And I want to upgrade to RT v3.8.8 and the latest version of RTFM and RTx::AssetTracker. What's the sequence of steps I need to follow? My plan is to install RT 3.8.8 in a new directory. Then do I install RTFM and/or AT? When do I upgrade the database and schema in the sequence?

Thanks, Mike


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 mike.johnson at nosm.ca  Thu Jul 22 15:32:13 2010
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Thu, 22 Jul 2010 15:32:13 -0400
Subject: [rt-users] Quick Syntax check for $RTAddressRegexp setting
Message-ID: <AANLkTimp1CfttBr6ghmLL6ctGHq75lcUDhPzQDKAFSWk@mail.gmail.com>

Hi everyone,

I just want to make sure i'm understanding the wiki properly...

If I want to make sure RT doesn't create tickets using the following email
addresses,

helpdesk at here.ca
myhelpdesk at here.ca
helpdesk at there.ca
myhelpdesk at there.ca

My config file setting should look like this,

Set($RTAddressRegexp,'^(helpdesk | myhelpdesk)\@(here | there)\.ca$');

right?

-- 
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 nosm.ca
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From ktm at rice.edu  Thu Jul 22 15:33:43 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Thu, 22 Jul 2010 14:33:43 -0500
Subject: [rt-users] Quick Syntax check for $RTAddressRegexp setting
In-Reply-To: <AANLkTimp1CfttBr6ghmLL6ctGHq75lcUDhPzQDKAFSWk@mail.gmail.com>
References: <AANLkTimp1CfttBr6ghmLL6ctGHq75lcUDhPzQDKAFSWk@mail.gmail.com>
Message-ID: <20100722193343.GE12093@aart.is.rice.edu>

On Thu, Jul 22, 2010 at 03:32:13PM -0400, Mike Johnson wrote:
> Hi everyone,
> 
> I just want to make sure i'm understanding the wiki properly...
> 
> If I want to make sure RT doesn't create tickets using the following email
> addresses,
> 
> helpdesk at here.ca
> myhelpdesk at here.ca
> helpdesk at there.ca
> myhelpdesk at there.ca
> 
> My config file setting should look like this,
> 
> Set($RTAddressRegexp,'^(helpdesk | myhelpdesk)\@(here | there)\.ca$');
> 
> right?
> 
I think spaces count so you need something like:

Set($RTAddressRegexp,'^(helpdesk|myhelpdesk)\@(here|there)\.ca$');

Cheers,
Ken


From ryancfields at gmail.com  Thu Jul 22 16:25:40 2010
From: ryancfields at gmail.com (ryancfields at gmail.com)
Date: Thu, 22 Jul 2010 13:25:40 -0700 (PDT)
Subject: [rt-users] Re quest Tracker 3.8.8 -
 Apache2::RequestIO::rflush:(103) Software caused connection abort
Message-ID: <29239303.post@talk.nabble.com>


Hi,  I am new to RT and have configured my first install.  I am using CentOS
5.5 and RT 3.8.8

Request tracker work great, and I have everything configured.  I seem to be
running into one issue which is very easy to repro.  If I click a on a few
things at once in RT it will hang for a few seconds and throw the
Apache2::RequestIO::rflush: (103) error below.

I tried re-installing the perl-html-mason modules and still no luck.

One thing I noticed which I added below the error is all of the
HTML::Mason:: Exception entries have no path.  I am not sure if I broke this
when re-installing, of if this is the root cause of the problem.

I hate to re-install the system since it is working so well.  But not sure
where to go on this issue.

Any help is appreciated,

Thanks,

Ryan Fields

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

Jul 22 13:14:23 rt 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:79)
Jul 22 13:14:54 rt last message repeated 7 times


--------------------------------------------------------------------------------------------------------------------
HTML::Mason::Exception	 1.1	
HTML::Mason::Exception::Abort	 1.1	
HTML::Mason::Exception::Compilation	 1.1	
HTML::Mason::Exception::Compilation::IncompatibleCompiler	 1.1	
HTML::Mason::Exception::Compiler	 1.1	
HTML::Mason::Exception::Decline	 1.1	
HTML::Mason::Exception::Params	 1.1	
HTML::Mason::Exception::Syntax	 1.1	
HTML::Mason::Exception::System	 1.1	
HTML::Mason::Exception::TopLevelNotFound	 1.1	
HTML::Mason::Exception::VirtualMethod	 1.1
-- 
View this message in context: http://old.nabble.com/Request-Tracker-3.8.8---Apache2%3A%3ARequestIO%3A%3Arflush%3A%28103%29-Software-caused-connection-abort-tp29239303p29239303.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From bernmax49 at yahoo.com  Thu Jul 22 16:37:24 2010
From: bernmax49 at yahoo.com (Max Bern)
Date: Thu, 22 Jul 2010 13:37:24 -0700 (PDT)
Subject: [rt-users] User Database empty?
Message-ID: <999606.41334.qm@web45814.mail.sp1.yahoo.com>

Hello again, I think I found the problem with logging in to the web portal, but 
I do not know how to fix it. We tried the default root/password credentials and 
every other permutation with the database user/password created in 
RT_SiteConfig.pm, but we still couldn't log in. After checking the MySQL 
databases, we discovered the the user database was empty, no superuser, no 
nothing. How can we manually add the root/password superuser to the MySQL table 
so that we can log into the system?

Thanks,

Max Bern



      
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From trs at bestpractical.com  Thu Jul 22 16:39:38 2010
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 22 Jul 2010 16:39:38 -0400
Subject: [rt-users] User Database empty?
In-Reply-To: <999606.41334.qm@web45814.mail.sp1.yahoo.com>
References: <999606.41334.qm@web45814.mail.sp1.yahoo.com>
Message-ID: <4C48AC8A.7050902@bestpractical.com>

On 07/22/2010 04:37 PM, Max Bern wrote:
> After checking the MySQL databases, we discovered the the user database
> was empty, no superuser, no nothing. How can we manually add the
> root/password superuser to the MySQL table so that we can log into the
> system?

It sounds like the "make initdb" step didn't finish successfully.  If 
there's no data you care about, you should drop the database and try 
running make initdb again.

Thomas


From trs at bestpractical.com  Thu Jul 22 16:51:39 2010
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 22 Jul 2010 16:51:39 -0400
Subject: [rt-users] User Database empty?
In-Reply-To: <579368.12025.qm@web45811.mail.sp1.yahoo.com>
References: <999606.41334.qm@web45814.mail.sp1.yahoo.com>
	<4C48AC8A.7050902@bestpractical.com>
	<579368.12025.qm@web45811.mail.sp1.yahoo.com>
Message-ID: <4C48AF5B.8000205@bestpractical.com>

Please make sure to keep replies on the list.  Thanks.

On 07/22/2010 04:44 PM, Max Bern wrote:
> $ /usr/sbin/rt-setup-database --action init
>
> is this the step you were talking about? we just tried it and it failed because root at localhost is denied entry.

No.  The step I'm talking about is running "make initdb" (or "make 
initialize-database") from the source directory.  Please read the README 
that comes with RT's source and follow the installation instructions.

If root at localhost is denied, then you either need to specify the correct 
DBA user and password when you run ./configure or fix your MySQL 
permissions configuration.

Thomas


From acqantreader at gmail.com  Thu Jul 22 17:07:33 2010
From: acqantreader at gmail.com (anthony acquanita)
Date: Thu, 22 Jul 2010 17:07:33 -0400
Subject: [rt-users] CommandbyMail - CustomFields - Can't get
	$queue->TicketCustomFields; 
Message-ID: <AANLkTilCm9F5HRRSK17R1JjhxdZMDdvKpPhafqtMWP1O@mail.gmail.com>

So i've done some debug in TakeAction.pm and it seems that
custom_fields is empty because I never see the ACTIONCF2 log

any leads at to debugging $queue->TicketCustomFields; ?

 # Canonicalize custom fields
        my $custom_fields = $queue->TicketCustomFields;
        $RT::Logger->info( "ACTIONCF1-> @{[ %{$queue} ]} " );
        while ( my $cf = $custom_fields->Next ) {
            $RT::Logger->info( "ACTIONCF2-> @{[ %{$cf} ]} " );
            my %tmp = _ParseAdditiveCommand( \%cmds, 0, "CustomField{".
$cf->Name ."}" );
            next unless keys %tmp;
            $create_args{ 'CustomField-' . $cf->id } = [
_CompileAdditiveForCreate(%tmp) ];
            $RT::Logger->info( "ACTIONCREATED_ARGS->  " );
        }
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From bernmax49 at yahoo.com  Thu Jul 22 17:46:33 2010
From: bernmax49 at yahoo.com (Max Bern)
Date: Thu, 22 Jul 2010 14:46:33 -0700 (PDT)
Subject: [rt-users] User Database empty?
Message-ID: <358870.95665.qm@web45801.mail.sp1.yahoo.com>

I wiped the database as per Thomas Sibley's advice, but now I can't figure out 
how to make it again, we have gone through the entire installation process and 
the part:

rt-setup-database  --action init

returns an error saying that we are denied. I have full root priviledges. Do I 
have to do some sort of -p or -u to use that command? and will that make the 
database with the root/password superuser default available?

CentOS5 with RT, if it matters.

Thanks,

Max Bern


      
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From trs at bestpractical.com  Thu Jul 22 17:46:47 2010
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 22 Jul 2010 17:46:47 -0400
Subject: [rt-users] User Database empty?
In-Reply-To: <786922.22156.qm@web45811.mail.sp1.yahoo.com>
References: <999606.41334.qm@web45814.mail.sp1.yahoo.com>
	<4C48AC8A.7050902@bestpractical.com>
	<579368.12025.qm@web45811.mail.sp1.yahoo.com>
	<4C48AF5B.8000205@bestpractical.com>
	<786922.22156.qm@web45811.mail.sp1.yahoo.com>
Message-ID: <4C48BC47.8070707@bestpractical.com>

On 07/22/2010 05:05 PM, Max Bern wrote:
> How do I keep replies on the list? and the 'make initialize-database'
> command doesn't work with CentOS, which is what our instance of RT is
> installed upon, I thought I had said that in the original post but
> apparently not. We followed the CentOS install instructions from the RT
> Wiki to the tee, but it still doesn't recognize the default user on the
> web portal.

Reply to All, and then edit my address off leaving only the list.

If you're installing from the RPMs at http://www.tlviewer.org/rt3/ as 
the wiki suggests, then please stop now.  The version available there, 
3.8.2, is out of date and has known security vulnerabilities that have 
been fixed in subsequent 3.8 releases.

Please download and install the latest RT 3.8.8 from source from our 
website.  It contains a README with instructions.  Follow them and make 
sure all the steps finish successfully, and you should have a working RT.

Thomas


From peter at petermurfitt.com  Thu Jul 22 17:51:32 2010
From: peter at petermurfitt.com (Peter Murfitt)
Date: Thu, 22 Jul 2010 22:51:32 +0100
Subject: [rt-users] User Database empty?
In-Reply-To: <358870.95665.qm@web45801.mail.sp1.yahoo.com>
References: <358870.95665.qm@web45801.mail.sp1.yahoo.com>
Message-ID: <7E19B8F6-4B96-40D2-BB85-68A20CE3A3FF@petermurfitt.com>

Just to give you a help with the permissions - using that tool, as far as I'm aware, uses the user/password and database details as per the /opt/rt3/etc/RT_SiteConfig.pm file (though I'm writing this from memory from when I last installed), you might wish to double check the information in that is what you're expecting it to be in order to initialise the database.

Peter

On 22 Jul 2010, at 22:46, Max Bern wrote:

> I wiped the database as per Thomas Sibley's advice, but now I can't figure out how to make it again, we have gone through the entire installation process and the part:
> 
> rt-setup-database  --action init
> 
> returns an error saying that we are denied. I have full root priviledges. Do I have to do some sort of -p or -u to use that command? and will that make the database with the root/password superuser default available?
> 
> CentOS5 with RT, if it matters.
> 
> Thanks,
> 
> Max Bern
> 
> 
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

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From bernmax49 at yahoo.com  Thu Jul 22 18:01:05 2010
From: bernmax49 at yahoo.com (Max Bern)
Date: Thu, 22 Jul 2010 15:01:05 -0700 (PDT)
Subject: [rt-users] User Database empty?
In-Reply-To: <7E19B8F6-4B96-40D2-BB85-68A20CE3A3FF@petermurfitt.com>
References: <358870.95665.qm@web45801.mail.sp1.yahoo.com>
	<7E19B8F6-4B96-40D2-BB85-68A20CE3A3FF@petermurfitt.com>
Message-ID: <252593.27887.qm@web45806.mail.sp1.yahoo.com>

I think the reason why the 'make' commands do not work to install 3.8.8 is that 
CentOS doesn't use that command. The big problem here is that we are trying to 
install RT on a remote CentOS box with only the terminal to work with. We have 
been trying to install RT on this box for the entire week, have gotten nothing 
but problems, and now we are hopelessly confused. If someone could point me to 
an install tutorial for CentOS5 and RT 3.8.8 it would make my week.

Thanks everyone, so much.

Max Bern




________________________________
From: Peter Murfitt <peter at petermurfitt.com>
To: rt-users at lists.bestpractical.com
Sent: Thu, July 22, 2010 2:51:32 PM
Subject: Re: [rt-users] User Database empty?

Just to give you a help with the permissions - using that tool, as far as I'm 
aware, uses the user/password and database details as per the 
/opt/rt3/etc/RT_SiteConfig.pm file (though I'm writing this from memory from 
when I last installed), you might wish to double check the information in that 
is what you're expecting it to be in order to initialise the database.


Peter


On 22 Jul 2010, at 22:46, Max Bern wrote:

I wiped the database as per Thomas Sibley's advice, but now I can't figure out 
how to make it again, we have gone through the entire installation process and 
the part:
>
>rt-setup-database  --action init
>
>returns an error saying that we are denied. I have full root priviledges. Do I 
>have to do some sort of -p or -u to use that command? and will that make the 
>database with the root/password superuser default available?
>
>CentOS5 with RT, if it matters.
>
>Thanks,
>
>Max Bern
>
>
>
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>Buy a copy at http://rtbook.bestpractical.com



      
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From joseph85750 at yahoo.com  Thu Jul 22 18:09:45 2010
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Thu, 22 Jul 2010 15:09:45 -0700 (PDT)
Subject: [rt-users] New install of RT3.8.8 - 64bit?
Message-ID: <808450.61816.qm@web30306.mail.mud.yahoo.com>

I'm about to build a new RT3, latest greatest 3.8.8.? My plan is to use CentOS 5.4.? Is there any advantage (disadvantage?) to using 64bit OS?? I can use 32bit or 64bit, but want to use whatever would be best and/or least problematic.

Thanks!


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


      
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From ronald.higgins at gmail.com  Thu Jul 22 18:22:56 2010
From: ronald.higgins at gmail.com (ronald.higgins at gmail.com)
Date: Thu, 22 Jul 2010 22:22:56 +0000
Subject: [rt-users] New install of RT3.8.8 - 64bit?
In-Reply-To: <808450.61816.qm@web30306.mail.mud.yahoo.com>
References: <808450.61816.qm@web30306.mail.mud.yahoo.com>
Message-ID: <67802021-1279837379-cardhu_decombobulator_blackberry.rim.net-1570184756-@bda2064.bisx.produk.on.blackberry>

32bit systems cannot address more than 4GB memory so go with 64bit so you don't find yourself needing to reinstall the O.S in a year or 2 because you need more RAM. IMHO of course.

Regards 

Ronald 
Sent via my BlackBerry from Vodacom - let your email find you!

-----Original Message-----
From: Joseph Spenner <joseph85750 at yahoo.com>
Sender: rt-users-bounces at lists.bestpractical.com
Date: Thu, 22 Jul 2010 15:09:45 
To: <rt-users at bestpractical.com>
Subject: [rt-users] New install of RT3.8.8 - 64bit?


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



From acqantreader at gmail.com  Thu Jul 22 23:50:31 2010
From: acqantreader at gmail.com (anthony acquanita)
Date: Thu, 22 Jul 2010 23:50:31 -0400
Subject: [rt-users] CommandbyMail - CustomFields - Can't get
	$queue->TicketCustomFields; 
Message-ID: <AANLkTilVOv8XQVwwcIsMmqqZTgzLst6o8fcIu2aMdiHB@mail.gmail.com>

So I never enter this while loop.  If I run a script outside of RT it works

my $custom_fields = $queue->TicketCustomFields;
        while ( my $cf = $custom_fields->Next ) {
            $RT::Logger->error( "HORRAY" );
            my %tmp = _ParseAdditiveCommand( \%cmds, 0, "CustomField{".
$cf->Name ."}" );
            next unless keys %tmp;
            $create_args{ 'CustomField-' . $cf->id } = [
_CompileAdditiveForCreate(%tmp) ];
        }


###############
perl script that works using same user
###############

use RT;
use RT::Queues;
use RT::Queue;
use RT::Interface::CLI qw(CleanEnv GetCurrentUser);
use RT::Tickets;
use Data::Dumper;

RT::LoadConfig();
RT::Init();
my $current_user = GetCurrentUser('user' );

#print Dumper $current_user;
my $queue = new RT::Queue($current_user);
my $queue_id = 15;
$queue->Load($queue_id);
my $custom_fields = $queue->TicketCustomFields;
#print Dumper $custom_fields;

while ( my $cf = $custom_fields->Next ) {
            print Dumper $cf;
        }
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From JoopvandeWege at mococo.nl  Fri Jul 23 02:52:05 2010
From: JoopvandeWege at mococo.nl (Joop)
Date: Fri, 23 Jul 2010 08:52:05 +0200
Subject: [rt-users] User Database empty?
In-Reply-To: <252593.27887.qm@web45806.mail.sp1.yahoo.com>
References: <358870.95665.qm@web45801.mail.sp1.yahoo.com>	<7E19B8F6-4B96-40D2-BB85-68A20CE3A3FF@petermurfitt.com>
	<252593.27887.qm@web45806.mail.sp1.yahoo.com>
Message-ID: <4C493C15.10709@mococo.nl>

Max Bern wrote:
> I think the reason why the 'make' commands do not work to install 
> 3.8.8 is that CentOS doesn't use that command. The big problem here is 
> that we are trying to install RT on a remote CentOS box with only the 
> terminal to work with. We have been trying to install RT on this box 
> for the entire week, have gotten nothing but problems, and now we are 
> hopelessly confused. If someone could point me to an install tutorial 
> for CentOS5 and RT 3.8.8 it would make my week.
As Thomas already told you need to get started by downloading the source 
tar.gz from bestpractical.com
Then you'll need to make sure that you have a working compiler (gcc) + 
assorted utilities to compile all needed modules (make and friends). A 
normal Centos install should these have installed but you can check 
with: yum info gcc make binutils
The output is info per package and the line with Repo in it should read 
'Installed' and maybe there is also a Repo: base then that means there 
is a update available in the repository 'base'.

Then read the README again and start.
cd into the unpacked source directory
Make sure you add the correct parameters to you're configure command, 
do: ./configure --help to see all possibilities
fix any problems spotted by configure if needed.
make testdeps
( this will spit out a whole set of missing perl modules)
fix this with: make fixdeps
This will pull in all needed CPAN modules BUT beware that for some perl 
modules you'll need to have the underlying developer headers and 
libraries so install those with yum install abc-devel if needed. One 
example is GD.
If all goes well you'll end up with all modules installed.
Edit /opt/rt3/etc/RT_SiteConfig.pm to your needs
Edit httpd.conf to your needs
start httpd, login to RT

Thats about how I do it myself (using Centos5 and RT and Oracle)

Regards,

Joop


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From kirby at umbc.edu  Fri Jul 23 06:27:08 2010
From: kirby at umbc.edu (Joe Kirby)
Date: Fri, 23 Jul 2010 06:27:08 -0400
Subject: [rt-users] How to handle HTML-formatted messages sent into RT via
	the email gateway
Message-ID: <706746EB-63CD-49C3-88BC-40E95BE64F8A@umbc.edu>

We are experiencing messages within RT that are too large to display  
and then pretty much unreadable when you do the download option.

It appears that most are a byproduct of HTML-formatted messages sent  
into RT via the email gateway

Is there a setting to help RT handle this better?

Thanks in advance

Joe

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



From G.Booth at lboro.ac.uk  Fri Jul 23 06:45:56 2010
From: G.Booth at lboro.ac.uk (G.Booth)
Date: Fri, 23 Jul 2010 11:45:56 +0100
Subject: [rt-users] How to handle HTML-formatted messages sent into RT
 via	the email gateway
References: <706746EB-63CD-49C3-88BC-40E95BE64F8A@umbc.edu>
Message-ID: <ximss-9355656@frim.lboro.ac.uk>

On Fri, 23 Jul 2010 06:27:08 -0400
  Joe Kirby <kirby at umbc.edu> wrote:
> We are experiencing messages within RT that are too 
>large to display  and then pretty much unreadable when 
>you do the download option.
> 
> It appears that most are a byproduct of HTML-formatted 
>messages sent  into RT via the email gateway
> 
> Is there a setting to help RT handle this better?
> 
> Thanks in advance
> 
> Joe


Hi Joe et al

Bit of a sledgehammer as it sets all mail to plain text so you lose the 
formatting, but you could set this, in RT_SiteConfig.

Set($PreferRichText, undef);

Other thoughts:

If your users are using Outlook get them to change from rich text format to 
html, if thet're using that.

If your users are using MS Word to create they're mails, this adds a lot of 
generic xml. You may be able to modify Words behaviour to reduce this, but I 
dont know for sure.

Hope some of that is useful

regards
garry
--

Dr Garry Booth
IT Services
Loughborough University


From chad.osmond at compfitness.com  Fri Jul 23 06:58:47 2010
From: chad.osmond at compfitness.com (Chad Osmond)
Date: Fri, 23 Jul 2010 06:58:47 -0400
Subject: [rt-users] New install of RT3.8.8 - 64bit?
In-Reply-To: <67802021-1279837379-cardhu_decombobulator_blackberry.rim.net-1570184756-@bda2064.bisx.produk.on.blackberry>
References: <808450.61816.qm@web30306.mail.mud.yahoo.com>,
	<67802021-1279837379-cardhu_decombobulator_blackberry.rim.net-1570184756-@bda2064.bisx.produk.on.blackberry>
Message-ID: <7C902B1B6992A34981123F2E8EAFB2122C8F56C81E@COMPSERVER01.compfitness.local>

Not really true, PAE has been in since 2.2.23 and allows addressing up to 64GB of RAM in Linux in a 32 bit system..


________________________________________
From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of ronald.higgins at gmail.com [ronald.higgins at gmail.com]
Sent: Thursday, July 22, 2010 6:22 PM
To: Joseph Spenner; rt-users-bounces at lists.bestpractical.com; rt-users at bestpractical.com
Subject: Re: [rt-users] New install of RT3.8.8 - 64bit?

32bit systems cannot address more than 4GB memory so go with 64bit so you don't find yourself needing to reinstall the O.S in a year or 2 because you need more RAM. IMHO of course.

Regards

Ronald
Sent via my BlackBerry from Vodacom - let your email find you!


From mike.johnson at nosm.ca  Fri Jul 23 08:55:01 2010
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Fri, 23 Jul 2010 08:55:01 -0400
Subject: [rt-users] User Database empty?
In-Reply-To: <4C493C15.10709@mococo.nl>
References: <358870.95665.qm@web45801.mail.sp1.yahoo.com>
	<7E19B8F6-4B96-40D2-BB85-68A20CE3A3FF@petermurfitt.com>
	<252593.27887.qm@web45806.mail.sp1.yahoo.com>
	<4C493C15.10709@mococo.nl>
Message-ID: <AANLkTimKtk0K6OPn+HEhPf+-gdhxJz4aMru3DSFBNqZs@mail.gmail.com>

Max,

I just followed these instructions(but instead of doing the packaged 3.6, I
did the manual 3.8.8 install), and they worked fine, with some minor
troubleshooting throughout...

http://wiki.bestpractical.com/view/CentOS5InstallGuide

Some things that I had to do that weren't in the manual, was a few perl-XXX
installs using yum(I don't recall exactly what).

If you do the 3.8.8 install with mysql, when you are doing the CPAN stuff
referenced in

http://www.ptitov.net/2008/07/request-tracker-installation-o.html

you have to look at the dependencies that CPAN says is missing, then I just
yum installed those(that's the perl-XXX where XXX was the rest of the name).

Also at the bottom of the page, I had to tinker with the way I set my apache
config to load RT... other than those few steps that aren't mentioned, the
guide is pretty damn good.

Good luck!
Mike.


On Fri, Jul 23, 2010 at 2:52 AM, Joop <JoopvandeWege at mococo.nl> wrote:

>  Max Bern wrote:
>
>  I think the reason why the 'make' commands do not work to install 3.8.8
> is that CentOS doesn't use that command. The big problem here is that we are
> trying to install RT on a remote CentOS box with only the terminal to work
> with. We have been trying to install RT on this box for the entire week,
> have gotten nothing but problems, and now we are hopelessly confused. If
> someone could point me to an install tutorial for CentOS5 and RT 3.8.8 it
> would make my week.
>
> As Thomas already told you need to get started by downloading the source
> tar.gz from bestpractical.com
> Then you'll need to make sure that you have a working compiler (gcc) +
> assorted utilities to compile all needed modules (make and friends). A
> normal Centos install should these have installed but you can check with:
> yum info gcc make binutils
> The output is info per package and the line with Repo in it should read
> 'Installed' and maybe there is also a Repo: base then that means there is a
> update available in the repository 'base'.
>
> Then read the README again and start.
> cd into the unpacked source directory
> Make sure you add the correct parameters to you're configure command, do:
> ./configure --help to see all possibilities
> fix any problems spotted by configure if needed.
> make testdeps
> ( this will spit out a whole set of missing perl modules)
> fix this with: make fixdeps
> This will pull in all needed CPAN modules BUT beware that for some perl
> modules you'll need to have the underlying developer headers and libraries
> so install those with yum install abc-devel if needed. One example is GD.
> If all goes well you'll end up with all modules installed.
> Edit /opt/rt3/etc/RT_SiteConfig.pm to your needs
> Edit httpd.conf to your needs
> start httpd, login to RT
>
> Thats about how I do it myself (using Centos5 and RT and Oracle)
>
> Regards,
>
> Joop
>
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
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 nosm.ca
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From mike.johnson at nosm.ca  Fri Jul 23 09:18:40 2010
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Fri, 23 Jul 2010 09:18:40 -0400
Subject: [rt-users] ExternalAuth - loading fine but isn't authenticating
	to LDAP
In-Reply-To: <AANLkTinvskHgoACgDpPKk57PcehOLF7vDoKhl2ASL00Q@mail.gmail.com>
References: <AANLkTimTrP4Yo-vNpik7mKFRR6Hkly0_g_oymu9A-Em2@mail.gmail.com>
	<AANLkTinvskHgoACgDpPKk57PcehOLF7vDoKhl2ASL00Q@mail.gmail.com>
Message-ID: <AANLkTikTM-AWqjPdpM1v2FB12aT=LMfYY8fkp-ddh+n-@mail.gmail.com>

Hi Haris,

No go yet.

Kenneth did send some info for me to check out, perhaps it may help you...

**Kenneth's email cut/pasted**
Mike,
First off, check to see how you've set $WebExternalAuto. I'm not sure how
that would affect LDAP if it was turned on.
Second, I'll assume you've set your "Plugins" appropriately to include
"RT::Authen::ExternalAuth".
Thirdly, you have to make sure certain LDAP parameters are consistent (ie.
if you're using TLS, etc.).
Below is what we use for our list of parameters:

Set($ExternalAuthPriority,  [ 'My_LDAP' ] );
Set($ExternalInfoPriority,  [ 'My_LDAP' ] );
Set($ExternalServiceUsesSSLorTLS, 1);
Set($AutoCreateNonExternalUsers, 0);

Set(
    $ExternalSettings,
      {
        'My_LDAP' =>
           {
            ?type?        => 'ldap',
            ?server?     => 'ldap.lbl.gov?,
            ?user?        =>  ??,
            ?pass?        =>  ??,
            ?base?        => 'ou=People,o=name of our company,c=US?,
            ?filter?       => '(&(status that equals active)(|(dicision
code)))?,
            ?d_filter?   => '(!(|(lblEmpStat=Staff)(lblEmpStat=Guest)))',
            ?tls?            => 1,
            ?net_ldap_args?    => [ version => 3],
            ?attr_match_list?  => ['Name',
                                                  'EmailAddress',
                                                  'RealName',
                                                  'uid'
                                                ],
            ?attr_map?            =>  {'Name'                  => 'uid',
                                                  'EmailAddress'    =>
'mail',
                                                  'Organization'      =>
?o?,
                                                  'RealName'           =>
'cn',
                                                  'ExternalAuthId'  =>
'uid',
                                                  'Gecos'
=> 'uid',
                                                  'WorkPhone'         =>
'telephonenumber',
                                                  'Address1'             =>
'lblmailstop',
                                                  'Address2'             =>
'postaladdress?
                                                 }
           }
      }
   );
1;

I don't think the attr_map would affect this, but your match list could.
Anyway, check it all out cause if there are any inconsistencies (like TLS
being used and on), it will fail.
Hope this helps.
Kenn
LBNL

*** end cut/paste**

On Thu, Jul 22, 2010 at 7:23 PM, M.F.Haris <mfharis at gmail.com> wrote:

> hi Mike,
> I am also facing the same problem and i have checked my configuration over
> and over, also compared with some available on internet.
> in my case i didn't enter any attribute with blank value like 'group'
> attribute in your case. but rest of the things are similar to what i have
> entered.
>
> I get a message 'Failed to Login with user (myuser) ... '
>
> do you get the same error message? please share your experience if you are
> able to solve this crap.
>
> thanks
> Haris
>
>
>  On Thu, Jul 22, 2010 at 3:59 PM, Mike Johnson <mike.johnson at nosm.ca>wrote:
>
>>   Hi everyone,
>>
>> Where do I start debugging my setup??
>>
>> I have CentOS5.5, RT3.8.8, ExternalAuth 0.8 attempting to connect to an
>> Active Drectory LDAP.
>>
>> Everything loads fine(I get no errors from my config files).  I've loaded
>> the ExternalAuth plugin, but when I attempt to login to the UI with an LDAP
>> user, I get an invalid user/pass.  The only error/logging I can find
>> anywhere is in syslog and that just tells me the same thing...
>>
>> I'm connecting to an Active Directory server, and with some
>> googling/rt-users searching I found the following settings to use.
>>
>> 'filter'                    =>  '(objectCategory=User)',
>>  'd_filter'                  =>
>> '(userAccountControl:1.2.840.113556.1.4.803:=2)',
>>
>>
>> I've left group and group_attr blank(is that allowed?) as I want all users
>> found under my base DN to be able to use RT.
>>
>> In the attr_match_list I have name and email address only
>> In attr_map I have the sAMAccountName mail and cn mapped to their
>> respective places in RT.
>>
>> I've tested the user/pass I'm using(our LDAP is setup to not allow
>> anonymous unfortunately, so I have to use an account to bind.
>>
>> I can't seem to find where ExternalAuth would toss an error out for me to
>> read if it's failling because of the arguments I've set...
>>
>> Any help would be appreciated.
>> --
>> 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 nosm.ca
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>


-- 
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 nosm.ca
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From mike.johnson at nosm.ca  Fri Jul 23 10:03:21 2010
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Fri, 23 Jul 2010 10:03:21 -0400
Subject: [rt-users] ExternalAuth - loading fine but isn't authenticating
	to LDAP
In-Reply-To: <AANLkTikTM-AWqjPdpM1v2FB12aT=LMfYY8fkp-ddh+n-@mail.gmail.com>
References: <AANLkTimTrP4Yo-vNpik7mKFRR6Hkly0_g_oymu9A-Em2@mail.gmail.com>
	<AANLkTinvskHgoACgDpPKk57PcehOLF7vDoKhl2ASL00Q@mail.gmail.com>
	<AANLkTikTM-AWqjPdpM1v2FB12aT=LMfYY8fkp-ddh+n-@mail.gmail.com>
Message-ID: <AANLkTi=G6pjaGyCrrd+Pt2DqReBB6pNUA3Kpn6GvMOBw@mail.gmail.com>

I found another guide that outlines how to setup ExternalAuth for AD on the
wiki

http://wiki.bestpractical.com/view/CentOS5InstallPlusSome

Others following this thread might find it useful...

I did learn that you're looking for the full cn/ou path for your user, not
just a username...(I forgot that's how LDAP finds users)....

Haris you might want to check that in your config... didn't help me *shrug*
but might help you.

Thanks!
Mike.




On Fri, Jul 23, 2010 at 9:18 AM, Mike Johnson <mike.johnson at nosm.ca> wrote:

> Hi Haris,
>
> No go yet.
>
> Kenneth did send some info for me to check out, perhaps it may help you...
>
> **Kenneth's email cut/pasted**
>   Mike,
> First off, check to see how you've set $WebExternalAuto. I'm not sure how
> that would affect LDAP if it was turned on.
> Second, I'll assume you've set your "Plugins" appropriately to include
> "RT::Authen::ExternalAuth".
> Thirdly, you have to make sure certain LDAP parameters are consistent (ie.
> if you're using TLS, etc.).
> Below is what we use for our list of parameters:
>
> Set($ExternalAuthPriority,  [ 'My_LDAP' ] );
> Set($ExternalInfoPriority,  [ 'My_LDAP' ] );
> Set($ExternalServiceUsesSSLorTLS, 1);
> Set($AutoCreateNonExternalUsers, 0);
>
> Set(
>     $ExternalSettings,
>       {
>         'My_LDAP' =>
>            {
>             ?type?        => 'ldap',
>             ?server?     => 'ldap.lbl.gov?,
>             ?user?        =>  ??,
>             ?pass?        =>  ??,
>             ?base?        => 'ou=People,o=name of our company,c=US?,
>             ?filter?       => '(&(status that equals active)(|(dicision
> code)))?,
>             ?d_filter?   => '(!(|(lblEmpStat=Staff)(lblEmpStat=Guest)))',
>             ?tls?            => 1,
>             ?net_ldap_args?    => [ version => 3],
>             ?attr_match_list?  => ['Name',
>                                                   'EmailAddress',
>                                                   'RealName',
>                                                   'uid'
>                                                 ],
>             ?attr_map?            =>  {'Name'                  => 'uid',
>                                                   'EmailAddress'    =>
> 'mail',
>                                                   'Organization'      =>
> ?o?,
>                                                   'RealName'           =>
> 'cn',
>                                                   'ExternalAuthId'  =>
> 'uid',
>                                                   'Gecos'
> => 'uid',
>                                                   'WorkPhone'         =>
> 'telephonenumber',
>                                                   'Address1'             =>
> 'lblmailstop',
>                                                   'Address2'             =>
> 'postaladdress?
>                                                  }
>            }
>       }
>    );
> 1;
>
> I don't think the attr_map would affect this, but your match list could.
> Anyway, check it all out cause if there are any inconsistencies (like TLS
> being used and on), it will fail.
> Hope this helps.
> Kenn
> LBNL
>
> *** end cut/paste**
>
>   On Thu, Jul 22, 2010 at 7:23 PM, M.F.Haris <mfharis at gmail.com> wrote:
>
>> hi Mike,
>> I am also facing the same problem and i have checked my configuration over
>> and over, also compared with some available on internet.
>> in my case i didn't enter any attribute with blank value like 'group'
>> attribute in your case. but rest of the things are similar to what i have
>> entered.
>>
>> I get a message 'Failed to Login with user (myuser) ... '
>>
>> do you get the same error message? please share your experience if you are
>> able to solve this crap.
>>
>> thanks
>> Haris
>>
>>
>>  On Thu, Jul 22, 2010 at 3:59 PM, Mike Johnson <mike.johnson at nosm.ca>wrote:
>>
>>>   Hi everyone,
>>>
>>> Where do I start debugging my setup??
>>>
>>> I have CentOS5.5, RT3.8.8, ExternalAuth 0.8 attempting to connect to an
>>> Active Drectory LDAP.
>>>
>>> Everything loads fine(I get no errors from my config files).  I've loaded
>>> the ExternalAuth plugin, but when I attempt to login to the UI with an LDAP
>>> user, I get an invalid user/pass.  The only error/logging I can find
>>> anywhere is in syslog and that just tells me the same thing...
>>>
>>> I'm connecting to an Active Directory server, and with some
>>> googling/rt-users searching I found the following settings to use.
>>>
>>> 'filter'                    =>  '(objectCategory=User)',
>>>  'd_filter'                  =>
>>> '(userAccountControl:1.2.840.113556.1.4.803:=2)',
>>>
>>>
>>> I've left group and group_attr blank(is that allowed?) as I want all
>>> users found under my base DN to be able to use RT.
>>>
>>> In the attr_match_list I have name and email address only
>>> In attr_map I have the sAMAccountName mail and cn mapped to their
>>> respective places in RT.
>>>
>>> I've tested the user/pass I'm using(our LDAP is setup to not allow
>>> anonymous unfortunately, so I have to use an account to bind.
>>>
>>> I can't seem to find where ExternalAuth would toss an error out for me to
>>> read if it's failling because of the arguments I've set...
>>>
>>> Any help would be appreciated.
>>> --
>>> 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 nosm.ca
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>
>>
>
>
> --
> 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 nosm.ca
>



-- 
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 nosm.ca
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From raubvogel at gmail.com  Fri Jul 23 15:06:56 2010
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Fri, 23 Jul 2010 15:06:56 -0400
Subject: [rt-users] Setting field values through scrip
Message-ID: <AANLkTim_E_dgATd0k-aAoPMacGcFP5Dc3baeNN4NP3_A@mail.gmail.com>

Trying to learn how to change values of variables associated with a
ticket. Let's say I want to set the From: field (for Notify Ccs) based
on who the email will be sent to. How do I read and change it? Would
something like this:

my $Ticket = $self->TicketObj();

my $CFName = 'From';
my $CF = RT::CustomField->new( $RT::SystemUser );
$CF->LoadByNameAndQueue( Name => $CFName, Queue => $Ticket->Queue );

return 0 unless $CF->id;

# Change the value of From:
[...]

be a good start?


From simpsongeorge68 at gmail.com  Fri Jul 23 16:53:55 2010
From: simpsongeorge68 at gmail.com (George Simpson)
Date: Fri, 23 Jul 2010 13:53:55 -0700
Subject: [rt-users] Fetchmail Headache
Message-ID: <AANLkTikhLRZExz1UUGScb+V2uYswF_5paCS0XMc8OhFa@mail.gmail.com>

Hello everyone!

My company recently got a working install of RT and Postfix up and it was
running fine without fetchmail, just that everyone had to log into the RT
portal. We decided this last monday to install fetchmail on the CentOS box
to make it easier for the employees to create tickets and comment on them
too. However, after five days of research and problems, I am admitting
defeat to fetchmail. I could really use some help with the configuration,
any help, because I am helplessly lost. I just reinstalled fetchmail, so it
needs the fetchmailrc file (which is the root of my problem) and if someone
could help me configure that file, and the rest of it too, it would be
extremely hellpful!

Thanks,

George
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From dieckhoff at bremskerl.de  Fri Jul 23 18:05:16 2010
From: dieckhoff at bremskerl.de (Marco Dieckhoff)
Date: Sat, 24 Jul 2010 00:05:16 +0200
Subject: [rt-users] Fetchmail Headache
In-Reply-To: <AANLkTikhLRZExz1UUGScb+V2uYswF_5paCS0XMc8OhFa@mail.gmail.com>
References: <AANLkTikhLRZExz1UUGScb+V2uYswF_5paCS0XMc8OhFa@mail.gmail.com>
Message-ID: <4C4A121C.1030405@bremskerl.de>

Am 23.07.2010 22:53, schrieb George Simpson:
> Hello everyone!
>
> My company recently got a working install of RT and Postfix up and it 
> was running fine without fetchmail, just that everyone had to log into 
> the RT portal. We decided this last monday to install fetchmail on the 
> CentOS box to make it easier for the employees to create tickets and 
> comment on them too. However, after five days of research and 
> problems, I am admitting defeat to fetchmail. I could really use some 
> help with the configuration, any help, because I am helplessly lost. I 
> just reinstalled fetchmail, so it needs the fetchmailrc file (which is 
> the root of my problem) and if someone could help me configure that 
> file, and the rest of it too, it would be extremely hellpful!
>

It's actually quite simple. We use a very basic configuration here:

All mail destined for RT goes to an IMAP inbox somewhere (different 
server than RT here).


We created a user "rtimap" on our linux box running RT.

.fetchmailrc
poll servername.domain.somewhere proto IMAP user "username" with pass 
"password" fetchall idle

The magic is done in /etc/aliases (could be configured by maildrop, 
procmail and others, too, I believe.)
All mails are delivered directly to the utility rt-mailgate, which is 
part of the rt installation (afair).
Just set the queue they should go to and the right url.
We encountered problems with https here, so you may want to try http, at 
least locally.

rtimap: "|/usr/bin/rt-mailgate --queue 'Incoming' --action correspond 
--url http://server.running.rt/in/this/directory/"

(don't forget to run "newaliases")

We try to start fetchmail as cronjob every 10 minutes:
*/10 * * * * /usr/bin/fetchmail -s 2>/dev/null >/dev/null

But fetchmail will be kept logged in to the mailbox (keyword "idle" in 
.fetchmailrc), and react instantly to new mails, so this is just in case 
the connection vanishes to reestablish it.

I highly recommend the >/dev/null 2>/dev/null part, otherwise mails 
generated from cron will go to rtimap, which will create a ticket via 
aliases for each mail.


Regards,
Marco




From simpsongeorge68 at gmail.com  Fri Jul 23 18:19:15 2010
From: simpsongeorge68 at gmail.com (George Simpson)
Date: Fri, 23 Jul 2010 15:19:15 -0700
Subject: [rt-users] Fetchmail Headache
In-Reply-To: <4C4A121C.1030405@bremskerl.de>
References: <AANLkTikhLRZExz1UUGScb+V2uYswF_5paCS0XMc8OhFa@mail.gmail.com>
	<4C4A121C.1030405@bremskerl.de>
Message-ID: <AANLkTikbDKnCJkoCxV8Vm2hjn2CGCCLzLq-dns5Xqo2h@mail.gmail.com>

The problem was that the fetchmailrc file wasn't in the install, so we made
it. Neither could we find the fetchmail.conf from the install. Could we have
done the yum command wrong for the installation?

and a couple of questions:

where do we run newaliases?
where is the fetchmailrc file located, and what are the correct settings to
point it to RT
and the command with --queue is where we got our syntax errors. does there
have to be single quotes around the queue name?

thanks so much, sorry for my lack of knoledge, but I've been kind of
flustered because all I've had to work on the entire RT configuration is a
command line only CentOS installation running on a different computer...

George

On Fri, Jul 23, 2010 at 3:05 PM, Marco Dieckhoff <dieckhoff at bremskerl.de>wrote:

> Am 23.07.2010 22:53, schrieb George Simpson:
>
>  Hello everyone!
>>
>> My company recently got a working install of RT and Postfix up and it was
>> running fine without fetchmail, just that everyone had to log into the RT
>> portal. We decided this last monday to install fetchmail on the CentOS box
>> to make it easier for the employees to create tickets and comment on them
>> too. However, after five days of research and problems, I am admitting
>> defeat to fetchmail. I could really use some help with the configuration,
>> any help, because I am helplessly lost. I just reinstalled fetchmail, so it
>> needs the fetchmailrc file (which is the root of my problem) and if someone
>> could help me configure that file, and the rest of it too, it would be
>> extremely hellpful!
>>
>>
> It's actually quite simple. We use a very basic configuration here:
>
> All mail destined for RT goes to an IMAP inbox somewhere (different server
> than RT here).
>
>
> We created a user "rtimap" on our linux box running RT.
>
> .fetchmailrc
> poll servername.domain.somewhere proto IMAP user "username" with pass
> "password" fetchall idle
>
> The magic is done in /etc/aliases (could be configured by maildrop,
> procmail and others, too, I believe.)
> All mails are delivered directly to the utility rt-mailgate, which is part
> of the rt installation (afair).
> Just set the queue they should go to and the right url.
> We encountered problems with https here, so you may want to try http, at
> least locally.
>
> rtimap: "|/usr/bin/rt-mailgate --queue 'Incoming' --action correspond --url
> http://server.running.rt/in/this/directory/"
>
> (don't forget to run "newaliases")
>
> We try to start fetchmail as cronjob every 10 minutes:
> */10 * * * * /usr/bin/fetchmail -s 2>/dev/null >/dev/null
>
> But fetchmail will be kept logged in to the mailbox (keyword "idle" in
> .fetchmailrc), and react instantly to new mails, so this is just in case the
> connection vanishes to reestablish it.
>
> I highly recommend the >/dev/null 2>/dev/null part, otherwise mails
> generated from cron will go to rtimap, which will create a ticket via
> aliases for each mail.
>
>
> Regards,
> Marco
>
>
>
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From falcone at bestpractical.com  Fri Jul 23 19:56:06 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 23 Jul 2010 16:56:06 -0700
Subject: [rt-users] How to handle HTML-formatted messages sent into RT
 via	the email gateway
In-Reply-To: <ximss-9355656@frim.lboro.ac.uk>
References: <706746EB-63CD-49C3-88BC-40E95BE64F8A@umbc.edu>
	<ximss-9355656@frim.lboro.ac.uk>
Message-ID: <20100723235606.GD704@jibsheet.com>

On Fri, Jul 23, 2010 at 11:45:56AM +0100, G.Booth wrote:
> On Fri, 23 Jul 2010 06:27:08 -0400
>  Joe Kirby <kirby at umbc.edu> wrote:
> >We are experiencing messages within RT that are too large to
> >display  and then pretty much unreadable when you do the download
> >option.
> >
> >It appears that most are a byproduct of HTML-formatted messages
> >sent  into RT via the email gateway
> >
> >Is there a setting to help RT handle this better?
> >
> >Thanks in advance
> >
> >Joe
> 
> 
> Hi Joe et al
> 
> Bit of a sledgehammer as it sets all mail to plain text so you lose
> the formatting, but you could set this, in RT_SiteConfig.
> 
> Set($PreferRichText, undef);

Since that is the default, it sounds a lot like Joe wants to turn that
setting to 1 instead, and look at the MaxInlineBody setting

Also, TrustHTMLAttachments will make the 'full email' render as HTML,
but we turn that off by default for security.

-kevin

> Other thoughts:
> 
> If your users are using Outlook get them to change from rich text
> format to html, if thet're using that.
> 
> If your users are using MS Word to create they're mails, this adds a
> lot of generic xml. You may be able to modify Words behaviour to
> reduce this, but I dont know for sure.
> 
> Hope some of that is useful
> 
> regards
> garry
> --
> 
> Dr Garry Booth
> IT Services
> Loughborough University
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
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From rob.macgregor at gmail.com  Sat Jul 24 04:10:51 2010
From: rob.macgregor at gmail.com (Rob MacGregor)
Date: Sat, 24 Jul 2010 09:10:51 +0100
Subject: [rt-users] Fetchmail Headache
In-Reply-To: <AANLkTikbDKnCJkoCxV8Vm2hjn2CGCCLzLq-dns5Xqo2h@mail.gmail.com>
References: <AANLkTikhLRZExz1UUGScb+V2uYswF_5paCS0XMc8OhFa@mail.gmail.com>
	<4C4A121C.1030405@bremskerl.de>
	<AANLkTikbDKnCJkoCxV8Vm2hjn2CGCCLzLq-dns5Xqo2h@mail.gmail.com>
Message-ID: <AANLkTikB3=T0W0wKeo_QBxA8QMWtQggK_UMjU6vENe1G@mail.gmail.com>

On Fri, Jul 23, 2010 at 23:19, George Simpson <simpsongeorge68 at gmail.com> wrote:
> The problem was that the fetchmailrc file wasn't in the install, so we made
> it. Neither could we find the fetchmail.conf from the install. Could we have
> done the yum command wrong for the installation?

No, the fetchmailrc is unique to you.  There's no way to provide you
with a relevant one without you providing a lot of information.

> and a couple of questions:
> where do we run newaliases?

On the host running postfix.

> where is the fetchmailrc file located, and what are the correct settings to
> point it to RT

Wherever you want - if you don't specify it on the command line it
needs to be in $HOME/.fetchmailrc of the user running fetchmail, which
shouldn't be root.  As for the correct settings, I just did a search
for "fetchmail" on the RT wiki and found a large number of documents
that are relevant, including:

http://rt.bestpractical.com/view/POP3Mailgate
http://rt.bestpractical.com/view/fetchmail
http://rt.bestpractical.com/view/GoogleApps

> and the command with --queue is where we got our syntax errors. does there
> have to be single quotes around the queue name?
> thanks so much, sorry for my lack of knoledge, but I've been kind of
> flustered because all I've had to work on the entire RT configuration is a
> command line only CentOS installation running on a different computer...

Do make use of the wiki - it's pretty much all we needed to get our RT
install up and running (the book came in handy a few times too).

-- 
? ? ? ? ? ? ? ?? Please keep list traffic on the list.

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


From jesse at bestpractical.com  Sat Jul 24 13:54:12 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 24 Jul 2010 10:54:12 -0700
Subject: [rt-users] New install of RT3.8.8 - 64bit?
In-Reply-To: <7C902B1B6992A34981123F2E8EAFB2122C8F56C81E@COMPSERVER01.compfitness.local>
References: <808450.61816.qm@web30306.mail.mud.yahoo.com>
	<67802021-1279837379-cardhu_decombobulator_blackberry.rim.net-1570184756-@bda2064.bisx.produk.on.blackberry>
	<7C902B1B6992A34981123F2E8EAFB2122C8F56C81E@COMPSERVER01.compfitness.local>
Message-ID: <20100724175412.GJ22550@puppy>




On Fri 23.Jul'10 at  6:58:47 -0400, Chad Osmond wrote:
> Not really true, PAE has been in since 2.2.23 and allows addressing up to 64GB of RAM in Linux in a 32 bit system..

Historically, though, MySQL does really poorly when given more than 4G
of ram on a 32 bit system.
> 
> 
> ________________________________________
> From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of ronald.higgins at gmail.com [ronald.higgins at gmail.com]
> Sent: Thursday, July 22, 2010 6:22 PM
> To: Joseph Spenner; rt-users-bounces at lists.bestpractical.com; rt-users at bestpractical.com
> Subject: Re: [rt-users] New install of RT3.8.8 - 64bit?
> 
> 32bit systems cannot address more than 4GB memory so go with 64bit so you don't find yourself needing to reinstall the O.S in a year or 2 because you need more RAM. IMHO of course.
> 
> Regards
> 
> Ronald
> Sent via my BlackBerry from Vodacom - let your email find you!
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com


From jesse at bestpractical.com  Sat Jul 24 14:01:58 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 24 Jul 2010 11:01:58 -0700
Subject: [rt-users] Mysql queries slow
In-Reply-To: <AANLkTilM9vMViSS5osi8kvE16LkC7DKeT3mnKMClj5qL@mail.gmail.com>
References: <AANLkTikbatoqt1NP8YsWlsm42_hvFKXxbBQayDRgNTih@mail.gmail.com>
	<20100722130947.GQ27203@aart.is.rice.edu>
	<AANLkTilM9vMViSS5osi8kvE16LkC7DKeT3mnKMClj5qL@mail.gmail.com>
Message-ID: <20100724180158.GM22550@puppy>




On Thu 22.Jul'10 at  9:52:14 -0700, William Graboyes wrote:
> Hi Ken,
> 
> I do not have the full hardware specs.  It is a hosted RT system.  The specs that I do have access to are as follows:
> 
> Probably a dual core single CPU system, speed unknown
> 2gb of ram
> 80 gb hd space they are using md but I do not know the configuration particulars.
> 
> I know it is not much help.  I have applied all the mysql tuning tricks I know to it.

It's worth trying out mysqltuner.pl and seeing what it tells you.
(http://mysqltuner.pl)


From mike.johnson at nosm.ca  Sun Jul 25 09:38:29 2010
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Sun, 25 Jul 2010 09:38:29 -0400
Subject: [rt-users] Fetchmail Headache
In-Reply-To: <AANLkTikB3=T0W0wKeo_QBxA8QMWtQggK_UMjU6vENe1G@mail.gmail.com>
References: <AANLkTikhLRZExz1UUGScb+V2uYswF_5paCS0XMc8OhFa@mail.gmail.com>
	<4C4A121C.1030405@bremskerl.de>
	<AANLkTikbDKnCJkoCxV8Vm2hjn2CGCCLzLq-dns5Xqo2h@mail.gmail.com>
	<AANLkTikB3=T0W0wKeo_QBxA8QMWtQggK_UMjU6vENe1G@mail.gmail.com>
Message-ID: <AANLkTik3yHfVEvJeVeabGpdivCnfJ9Aocvs9hHoT3LG_@mail.gmail.com>

Hi,

Our fetchmail setup is this...

1. fetchmailstart.sh script in the RT install location.  This is just a 1
liner that has the fetchmail command, the fetchmailrc file we setup, the
argument to tell fetchmail to start as a daemon.

2. fetchmailrc file which is setup based off of the documentation in the
linux man file for fetchmail

3. Command to start fetchmail at system startup in the rc.local so when the
server boots up, it's running.

the fetchmailrc file is not delivered with fetchmail or rt.... but as I said
the man pages tell you everything you need to know.  USe those, and google
"fetchmailrc examples" and you should be able to build one.  I have queues
pulling from both imap(Groupwise and google apps education), and pop3 from
an external (unknown) email server.

Let me know if you want anymore info... fetchmail I believe is the easiest
part of the RT install.

Monday I could send you some stuff to help ya out.

Thanks!
Mike.

On Sat, Jul 24, 2010 at 4:10 AM, Rob MacGregor <rob.macgregor at gmail.com>wrote:

> On Fri, Jul 23, 2010 at 23:19, George Simpson <simpsongeorge68 at gmail.com>
> wrote:
> > The problem was that the fetchmailrc file wasn't in the install, so we
> made
> > it. Neither could we find the fetchmail.conf from the install. Could we
> have
> > done the yum command wrong for the installation?
>
> No, the fetchmailrc is unique to you.  There's no way to provide you
> with a relevant one without you providing a lot of information.
>
> > and a couple of questions:
> > where do we run newaliases?
>
> On the host running postfix.
>
> > where is the fetchmailrc file located, and what are the correct settings
> to
> > point it to RT
>
> Wherever you want - if you don't specify it on the command line it
> needs to be in $HOME/.fetchmailrc of the user running fetchmail, which
> shouldn't be root.  As for the correct settings, I just did a search
> for "fetchmail" on the RT wiki and found a large number of documents
> that are relevant, including:
>
> http://rt.bestpractical.com/view/POP3Mailgate
> http://rt.bestpractical.com/view/fetchmail
> http://rt.bestpractical.com/view/GoogleApps
>
> > and the command with --queue is where we got our syntax errors. does
> there
> > have to be single quotes around the queue name?
> > thanks so much, sorry for my lack of knoledge, but I've been kind of
> > flustered because all I've had to work on the entire RT configuration is
> a
> > command line only CentOS installation running on a different computer...
>
> Do make use of the wiki - it's pretty much all we needed to get our RT
> install up and running (the book came in handy a few times too).
>
> --
>                  Please keep list traffic on the list.
>
> Rob MacGregor
>       Whoever fights monsters should see to it that in the process he
>         doesn't become a monster.                  Friedrich Nietzsche
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
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 nosm.ca
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From ronald.higgins at gmail.com  Sun Jul 25 11:17:05 2010
From: ronald.higgins at gmail.com (ronald higgins)
Date: Sun, 25 Jul 2010 17:17:05 +0200
Subject: [rt-users] RT + MySQL Query optimization for improved slow ticket
	fetching
Message-ID: <AANLkTin4L+o0RoCMEZ5NHgYrs+Qz1aPQsoCC7spVQLMQ@mail.gmail.com>

Hi fellow RT Users, hope you're having a good day and might be able to
offer a much needed assist.

I'm troubleshooting some tickets in RT taking nearly a minute to
display to the users.

I'm currently running a 3.8.7 Version of RT on a VMWare Virtual
Machine assigned 4CPU's & 10GB RAM.
Centos 5.4 (64bit) and MySQL 5.1.48 the Apps in question.

RT stores a lot of faxes received from users so the DB (Attachments)
is hovering just above the 200GB Mark.

Count of entries in the RT DB are:

Tickets: 1546751
Attachments: 7540684

I've partitioned the Tickets & Attachment tables by Range based on ID
in partition in chunks of 100 000.
However, i think there is something that is not being optimized.

When opening a ticket it takes up to a minute to open the file, DISK
I/O looks fine:

Here is an example from the MySQL Slow log ( this one took 44 seconds);

########################################################


# Time: 100725 16:39:14
# User at Host: rt_user[rt_user] @  [172.18.16.253]
# Query_time: 44.051787  Lock_time: 0.000764 Rows_sent: 10
Rows_examined: 591398
SET timestamp=1280068754;
SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users Users_3 JOIN
Groups Groups_1  ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND (
Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) JOIN
CachedGroupMembers CachedGroupMembers_2  ON (
CachedGroupMembers_2.MemberId = Users_3.id ) AND (
CachedGroupMembers_2.GroupId = Groups_1.id )  WHERE (Users_3.id =
'1241833') AND (main.Status != 'deleted') AND ( (
CachedGroupMembers_2.id IS NOT NULL )  AND  ( main.Status = 'new' OR
main.Status = 'open' OR main.Status = 'stalled' ) ) AND (main.Type =
'ticket') AND (main.EffectiveId = main.id)  ORDER BY main.Priority
DESC  LIMIT 10;


##########################################################

And here is the result of the explain:

mysql> explain SELECT DISTINCT main.* FROM Tickets main CROSS JOIN
Users Users_3 JOIN Groups Groups_1  ON ( Groups_1.Domain =
'RT::Ticket-Role' ) AND ( Groups_1.Type = 'Requestor' ) AND (
Groups_1.Instance = main.id ) JOIN CachedGroupMembers
CachedGroupMembers_2  ON ( CachedGroupMembers_2.MemberId = Users_3.id
) AND ( CachedGroupMembers_2.GroupId = Groups_1.id )  WHERE
(Users_3.id = '1241833') AND (main.Status != 'deleted') AND ( (
CachedGroupMembers_2.id IS NOT NULL )  AND  ( main.Status = 'new' OR
main.Status = 'open' OR main.Status = 'stalled' ) ) AND (main.Type =
'ticket') AND (main.EffectiveId = main.id)  ORDER BY main.Priority
DESC  LIMIT 10\G;
*************************** 1. row ***************************
           id: 1
  select_type: SIMPLE
        table: Users_3
         type: const
possible_keys: PRIMARY
          key: PRIMARY
      key_len: 4
          ref: const
         rows: 1
        Extra: Using index; Using temporary; Using filesort
*************************** 2. row ***************************
           id: 1
  select_type: SIMPLE
        table: CachedGroupMembers_2
         type: ref
possible_keys: PRIMARY,DisGrouMem,CachedGroupMembers3
          key: CachedGroupMembers3
      key_len: 5
          ref: const
         rows: 214802
        Extra: Using where
*************************** 3. row ***************************
           id: 1
  select_type: SIMPLE
        table: Groups_1
         type: eq_ref
possible_keys: PRIMARY,Groups1,Groups2
          key: PRIMARY
      key_len: 4
          ref: vmed_rt.CachedGroupMembers_2.GroupId
         rows: 1
        Extra: Using where
*************************** 4. row ***************************
           id: 1
  select_type: SIMPLE
        table: main
         type: eq_ref
possible_keys: PRIMARY,Tickets6
          key: PRIMARY
      key_len: 4
          ref: vmed_rt.Groups_1.Instance
         rows: 1
        Extra: Using where
4 rows in set (0.00 sec)

ERROR:
No query specified

mysql>

######################################################3

And below is an explain partitions to see which partitions it's hitting:

mysql> explain partitions SELECT DISTINCT main.* FROM Tickets main
CROSS JOIN Users Users_3 JOIN Groups Groups_1  ON ( Groups_1.Domain =
'RT::Ticket-Role' ) AND ( Groups_1.Type = 'Requestor' ) AND (
Groups_1.Instance = main.id ) JOIN CachedGroupMembers
CachedGroupMembers_2  ON ( CachedGroupMembers_2.MemberId = Users_3.id
) AND ( CachedGroupMembers_2.GroupId = Groups_1.id )  WHERE
(Users_3.id = '1241833') AND (main.Status != 'deleted') AND ( (
CachedGroupMembers_2.id IS NOT NULL )  AND  ( main.Status = 'new' OR
main.Status = 'open' OR main.Status = 'stalled' ) ) AND (main.Type =
'ticket') AND (main.EffectiveId = main.id)  ORDER BY main.Priority
DESC  LIMIT 10\G;
*************************** 1. row ***************************
           id: 1
  select_type: SIMPLE
        table: Users_3
   partitions: NULL
         type: const
possible_keys: PRIMARY
          key: PRIMARY
      key_len: 4
          ref: const
         rows: 1
        Extra: Using index; Using temporary; Using filesort
*************************** 2. row ***************************
           id: 1
  select_type: SIMPLE
        table: CachedGroupMembers_2
   partitions: NULL
         type: ref
possible_keys: PRIMARY,DisGrouMem,CachedGroupMembers3
          key: CachedGroupMembers3
      key_len: 5
          ref: const
         rows: 214802
        Extra: Using where
*************************** 3. row ***************************
           id: 1
  select_type: SIMPLE
        table: Groups_1
   partitions: p0,p1,p2,p3,p4,p5,p6,p7,p8,p9,p10,p11,p12,p13,p14,p15,p16,p17,p18,p19,p20,p21,p22,p23,p24,p25,p26,p27,p28,p29,p30,p31,p32,p33,p34,p35,p36,p37,p38,p39,p40,p41,p42,p43,p44,p45,p46,p47,p48,p49,p50,p51,p52,p53,p54,p55,p56,p57,p58,p59,p60,p61,p62,p63,p64,p65,p66,p67,p68,p69,p70,p71,p72,p73,p74,p75,p76,p77,p78,p79,p80,p81,p82,p83,p84,p85,p86,p87,p88,p89,p90,p91,p92,p93,p94,p95,p96,p97,p98,p99,p100,p101,p102,p103,p104,p105,p106,p107,p108,p109,p110,p111,p112,p113,p114,p115,p116,p117,p118,p119,p120,p121,p122,p123,p124,p125,p126,p127,p128,p129,p130,p131,p132,p133,p134,p135,p136,p137,p138,p139,p140,p141,p142,p143,p144,p145,p146,p147,p148,p149,p150,p151,p152,p153,p154,p155,p156,p157,p158,p159,p160,p161,p162,p163,p164,p165,p166,p167,p168,p169,p170,p171,p172,p173,p174,p175,p176,p177,p178,p179,p180,p181,p182,p183,p184,p185,p186,p187,p188,p189,p190,p191,p192,p193,p194,p195,p196,p197,p198,p199,p200,p201,p202,p203,p204,p205,p206,p207,p208,p209,p210,p211
         type: eq_ref
possible_keys: PRIMARY,Groups1,Groups2
          key: PRIMARY
      key_len: 4
          ref: vmed_rt.CachedGroupMembers_2.GroupId
         rows: 1
        Extra: Using where
*************************** 4. row ***************************
           id: 1
  select_type: SIMPLE
        table: main
   partitions: p0,p1,p2,p3,p4,p5,p6,p7,p8,p9,p10,p11,p12,p13,p14,p15,p16,p17,p18,p19,p20,p21,p22,p23,p24,p25,p26,p27,p28,p29,p30,p31,p32,p33,p34,p35,p36,p37,p38,p39,p40,p41,p42,p43,p44,p45,p46,p47,p48,p49,p50,p51,p52,p53,p54,p55,p56,p57,p58,p59,p60,p61,p62,p63,p64,p65,p66,p67,p68,p69,p70,p71,p72,p73,p74,p75,p76,p77,p78,p79,p80,p81,p82,p83,p84,p85,p86,p87,p88,p89,p90,p91,p92,p93,p94,p95,p96,p97,p98,p99,p100,p101,p102,p103,p104,p105,p106,p107,p108,p109,p110,p111,p112,p113,p114,p115,p116,p117,p118,p119,p120,p121,p122,p123,p124,p125,p126,p127,p128,p129,p130,p131,p132,p133,p134,p135,p136,p137,p138,p139,p140,p141,p142,p143,p144,p145,p146,p147,p148,p149,p150,p151,p152,p153,p154,p155,p156,p157,p158,p159,p160,p161,p162,p163,p164,p165,p166,p167,p168,p169,p170,p171,p172,p173,p174,p175,p176,p177,p178,p179,p180,p181,p182,p183,p184,p185,p186,p187,p188,p189,p190,p191,p192,p193,p194,p195,p196,p197,p198,p199,p200,p201,p202,p203,p204,p205,p206,p207,p208,p209,p210,p211
         type: eq_ref
possible_keys: PRIMARY,Tickets6
          key: PRIMARY
      key_len: 4
          ref: vmed_rt.Groups_1.Instance
         rows: 1
        Extra: Using where
4 rows in set (0.01 sec)

ERROR:
No query specified

mysql>

##################################################################


If anyone can suggest some further MySQL optimizations that will allow
tickets to load a bit quicker it would really be appreciated.

Regards

Ronald


From falcone at bestpractical.com  Sat Jul 24 13:28:44 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Sat, 24 Jul 2010 10:28:44 -0700
Subject: [rt-users] CommandbyMail - CustomFields - Can't get
 $queue->TicketCustomFields; 
In-Reply-To: <AANLkTilVOv8XQVwwcIsMmqqZTgzLst6o8fcIu2aMdiHB@mail.gmail.com>
References: <AANLkTilVOv8XQVwwcIsMmqqZTgzLst6o8fcIu2aMdiHB@mail.gmail.com>
Message-ID: <20100724172844.GE704@jibsheet.com>

On Thu, Jul 22, 2010 at 11:50:31PM -0400, anthony acquanita wrote:
>    So I never enter this while loop. If I run a script outside of RT it works

How do you know it is the same current user?
Compare $queue->CurrentUser->UserObj->Id to be sure

Generally this fails when a user doesn't have SeeQueue

-kevin

>    my $custom_fields = $queue->TicketCustomFields;
>    while ( my $cf = $custom_fields->Next ) {
>    $RT::Logger->error( "HORRAY" );
>    my %tmp = _ParseAdditiveCommand( \%cmds, 0, "CustomField{". $cf->Name ."}" );
>    next unless keys %tmp;
>    $create_args{ 'CustomField-' . $cf->id } = [ _CompileAdditiveForCreate(%tmp) ];
>    }
> 
>    ###############
>    perl script that works using same user
>    ###############
> 
>    use RT;
>    use RT::Queues;
>    use RT::Queue;
>    use RT::Interface::CLI qw(CleanEnv GetCurrentUser);
>    use RT::Tickets;
>    use Data::Dumper;
> 
>    RT::LoadConfig();
>    RT::Init();
>    my $current_user = GetCurrentUser('user' );
> 
>    #print Dumper $current_user;
>    my $queue = new RT::Queue($current_user);
>    my $queue_id = 15;
>    $queue->Load($queue_id);
>    my $custom_fields = $queue->TicketCustomFields;
>    #print Dumper $custom_fields;
> 
>    while ( my $cf = $custom_fields->Next ) {
>    print Dumper $cf;
>    }

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

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From jfearn at redhat.com  Sun Jul 25 23:28:58 2010
From: jfearn at redhat.com (Jeff Fearn)
Date: Mon, 26 Jul 2010 13:28:58 +1000
Subject: [rt-users] Redhat Enterprise 5.5 install errors
In-Reply-To: <4c377c73.698.ca4.3530@cnc.bc.ca>
References: <4c377c73.698.ca4.3530@cnc.bc.ca>
Message-ID: <1280114938.2487.154.camel@localhost>

On Fri, 2010-07-09 at 12:45 -0700, Kevin Gagel wrote:
> Enter into Perl:
> perl -MCPAN -e shell
> 
> Have perl recomend updateds:
> r
> 
> Update the XML::RSS and XML::Parser modules and any others that RT is
> using.

Sorry for the delay in replying to this, I have been on medical leave.

IMHO you are much better off using cpanspec instead of CPAN. In
conjunction with a local yum repo it allows you to redeploy, duplicate,
and update your current production system with greater ease. cpanspec is
available in the EPEL repository [1].

The idea is to run cpanspec on your development machine, push the RPMs
in to a local yum repo, then install the RPMs on your server from there.

The downside is that you have to manually build the dependency tree,
which isn't so big for RT3. Once you have the packages in a local yum
repo updating them is simple.

Couple of gotchas with cpanspec:

1: Sometimes it misses arch specific files, like man1/* or scripts, just
add the files to the %files section in the generated spec file and
rebuild it. rpmbuild will tell you which files are not packaged.

2: To upgrade core modules you need to be a little sneaky, since you
will get file clashes when trying to install the new RPM. This can be
overcome by modifying the spec file.

2A: Modify the build line to use an earlier path.

e.g. ExtUtils::MakeMaker has script, man1, and man3 files that clash, so
lets push those files in to paths used before the core path:

[]$ cpanspec ExtUtils::MakeMaker

perl-ExtUtils-MakeMaker.spec is the spec file generated by cpanspec

perl-ExtUtils-MakeMaker.spec.noclashes is the spec file edited to avoid
file clashes

[]$ diff -u perl-ExtUtils-MakeMaker.spec
perl-ExtUtils-MakeMaker.spec.noclashes 

@@ -20,7 +20,7 @@
 %setup -q -n ExtUtils-MakeMaker-%{version}
 
 %build
-%{__perl} Makefile.PL INSTALLDIRS=vendor
+%{__perl} Makefile.PL INSTALLDIRS=vendor
INSTALLVENDORSCRIPT=/usr/local/bin INSTALLVENDORBIN=/usr/local/bin
INSTALLVENDORMAN1DIR=/usr/local/share/man/man1
INSTALLVENDORMAN3DIR=/usr/local/share/man/man3
 make %{?_smp_mflags}
 
 %install
@@ -43,8 +43,10 @@
 %defattr(-,root,root,-)
 %doc Changes NOTES PATCHING README TODO
 %{perl_vendorlib}/*
-%{_mandir}/man3/*
+/usr/local/share/man/man3/*
+/usr/local/share/man/man1/*
+/usr/local/bin/instmodsh

The above changes move the perl files from the default path in to the
vendor path, and moves the scripts and man pages in to /usr/local/. All
of these paths come earlier in the search for files, so this effectively
over rides these files without affecting the files shipped by Red Hat.

2B: There are similar options to INSTALLVENDORSCRIPT et.al for
Module::Build based modules. See the "INSTALL PATHS" section in the
Module::Build man page. If you see Build.PL instead of Makefile.PL then
it's using Module::Build.


2C: If there are clashes with files in the vendor directories, then use
site, it is searched before vendor.

e.g.:

%{__perl} Makefile.PL INSTALLDIRS=site
INSTALLSITEMAN3DIR=/usr/local/share/man/man3
 ...


I've found this approach not only makes maintaining RT3 systems on RHEL
much easier, it also makes sys-admins much less grumpy ... which is
always a good thing for ones health and well being! [2]

Hope this helps.

Cheers, Jeff.

[1] http://fedoraproject.org/wiki/EPEL/FAQ#Using_EPEL
[2] http://www.theregister.co.uk/odds/bofh/





From howie at thingy.com  Mon Jul 26 05:30:00 2010
From: howie at thingy.com (Howard Jones)
Date: Mon, 26 Jul 2010 10:30:00 +0100
Subject: [rt-users] Using queues as state? (and per-queue menu
	customisation?)
Message-ID: <4C4D5598.9040408@thingy.com>

 I've managed to get stuck with looking at emulating an existing Tivoli
TSRM process with RT. It's a somewhat complex workflow for change
management, where a request goes through a series of states, and in each
state there are different restrictions on what can happen, and who can
do it.

I'm thinking that an RT queue for each state is probably the way to do
this, with appropriate group permissions on each queue. Then some kind
of menu customisation for the actions, that push tickets into other queues.

Is there an existing way (other than a giant case statement type of
thing in /Callbacks/Ticket/Elements/Tabs) to do per-queue customisation
like this?

Has anyone else done this kind of thing? I'm torn between trying to
follow the existing stuff slavishly, and getting the actual process
simplified instead :-)

Thanks for any illumination...

Howie


From kfcrocker at lbl.gov  Mon Jul 26 12:11:22 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 26 Jul 2010 09:11:22 -0700
Subject: [rt-users] Using queues as state? (and per-queue menu
	customisation?)
In-Reply-To: <4C4D5598.9040408@thingy.com>
References: <4C4D5598.9040408@thingy.com>
Message-ID: <AANLkTinZi3PYGJ3UnJz7MDJz7R0Kxk0P8dQUS7aWrDFE@mail.gmail.com>

Howard,

We have a specific WorkFlow that involves some automatic processes
(automatically promoting Status and sending notifications) based on a
combination of values in the Status field (and some Custom Fields) and we
had to add a couple Status values (for staging QA testing) to accomplish
this. I also helped someone else do this via different Queues with scrips
that automatically sent the ticket to a new Queue based on the values in
Status and some Custom Fields. So, there are a couple ways to do this. To
decide exactly how, would depend on what your workflow looks like, the types
of restrictions and a few other variables like who does what when and then
what (plus any exceptions to the rules). It really is important that you
work out (analyze/flowchart) the details of what you're looking for. It's
always easier to code decisions and procedures that are already worked out.

Hope this helps.

Kenn
LBNL

On Mon, Jul 26, 2010 at 2:30 AM, Howard Jones <howie at thingy.com> wrote:

>  I've managed to get stuck with looking at emulating an existing Tivoli
> TSRM process with RT. It's a somewhat complex workflow for change
> management, where a request goes through a series of states, and in each
> state there are different restrictions on what can happen, and who can
> do it.
>
> I'm thinking that an RT queue for each state is probably the way to do
> this, with appropriate group permissions on each queue. Then some kind
> of menu customisation for the actions, that push tickets into other queues.
>
> Is there an existing way (other than a giant case statement type of
> thing in /Callbacks/Ticket/Elements/Tabs) to do per-queue customisation
> like this?
>
> Has anyone else done this kind of thing? I'm torn between trying to
> follow the existing stuff slavishly, and getting the actual process
> simplified instead :-)
>
> Thanks for any illumination...
>
> Howie
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From mike.johnson at nosm.ca  Mon Jul 26 14:19:14 2010
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Mon, 26 Jul 2010 14:19:14 -0400
Subject: [rt-users] ExternalAuth - loading fine but isn't authenticating
	to LDAP
In-Reply-To: <AANLkTi=G6pjaGyCrrd+Pt2DqReBB6pNUA3Kpn6GvMOBw@mail.gmail.com>
References: <AANLkTimTrP4Yo-vNpik7mKFRR6Hkly0_g_oymu9A-Em2@mail.gmail.com>
	<AANLkTinvskHgoACgDpPKk57PcehOLF7vDoKhl2ASL00Q@mail.gmail.com>
	<AANLkTikTM-AWqjPdpM1v2FB12aT=LMfYY8fkp-ddh+n-@mail.gmail.com>
	<AANLkTi=G6pjaGyCrrd+Pt2DqReBB6pNUA3Kpn6GvMOBw@mail.gmail.com>
Message-ID: <AANLkTikpS1Lo8patQeMBZgvF5OJZz30CswT5Y4DY31tf@mail.gmail.com>

So,

After a few days of searching and testing, I've come to the conclusion that
RT simply isn't sending anything to our LDAP server to authenticate...

RT is still using RT's regular authentication method.

Can anyone tell me what's wrong with my setup? RT doesn't complain when I
boot it up, yet ExternalAuth will not even attempt to authenticate to my
LDAP when I try to login.

I've used SoftTerra's LDAP browser to ensure the "service rt"(account name
is svc_rt) can bind to the LDAP and I even gave it update rights during
troubleshooting... this is also how I figured out that RT isn't binding,
only the LDAP browser connections are showing up in the Event log.

I've also verified that my RT box can hit the ldap port(by "telnet to
myad.mydomain.local 389")....

I'm lost on where to go next....

 Here are all the LDAP/ExternalAuth related settings in my config...
# LDAP SETTINGS
Set($ExternalAuthPriority,['NOSMLDAP']);
Set($ExternalInfoPriority,['NOSMLDAP']);
Set($ExternalServiceUSersSSLorTLS,0);
Set($AutoCreateNonExternalUsers,1);
Set($WebExternalAuto,1);
Set($AutoCreate,{Priviledged =>1});
Set($ExternalSettings,      {
                                'NOSMLDAP'       =>  {

'type'                      =>  'ldap',

'server'                    =>  '<ldapip>',

'user'                      =>  'cn=service rt,ou=Users,ou=Northern Ontario
School of Medicine,dc=nosm,dc=local',

'pass'                    =>  '<password>',

'base'                      =>  'dc=nosm,dc=local',

'filter'                    =>  '(&(objectCategory=User)
(ObjectClass=Person))',

'd_filter'                  =>
'(userAccountControl:1.2.840.113556.1.4.803:=2)',

'tls'                       =>  0,

'ssl_version'               =>  3,

'net_ldap_args'             => [    version =>  3   ],

'group'                     =>  'cn=Staff,ou=Groups,ou=Northern Ontario
School of Medicine,dc=nosm,dc=local',

'group_attr'                =>  'member',

'attr_match_list'           => [    'Name',

'EmailAddress'

],

'attr_map'                  =>  {   'Name' => 'sAMAccountName',

'EmailAddress' => 'mail',

'RealName' => 'cn',

'ExternalAuthId' => 'sAMAccountName'

}
                                                    }
                                 }
);
Set(@Plugins,qw(RT::Authen::ExternalAuth));


As I indicated before

CentOS 5.5
RT3.8.8
ExternalAuth 0.8
LDAP = Windows 2003 AD
Help would be much appreciated.

Thanks!
Mike.


On Fri, Jul 23, 2010 at 10:03 AM, Mike Johnson <mike.johnson at nosm.ca> wrote:

> I found another guide that outlines how to setup ExternalAuth for AD on the
> wiki
>
> http://wiki.bestpractical.com/view/CentOS5InstallPlusSome
>
> Others following this thread might find it useful...
>
> I did learn that you're looking for the full cn/ou path for your user, not
> just a username...(I forgot that's how LDAP finds users)....
>
> Haris you might want to check that in your config... didn't help me *shrug*
> but might help you.
>
> Thanks!
> Mike.
>
>
>
>
> On Fri, Jul 23, 2010 at 9:18 AM, Mike Johnson <mike.johnson at nosm.ca>wrote:
>
>> Hi Haris,
>>
>> No go yet.
>>
>> Kenneth did send some info for me to check out, perhaps it may help you...
>>
>> **Kenneth's email cut/pasted**
>>   Mike,
>> First off, check to see how you've set $WebExternalAuto. I'm not sure how
>> that would affect LDAP if it was turned on.
>> Second, I'll assume you've set your "Plugins" appropriately to include
>> "RT::Authen::ExternalAuth".
>> Thirdly, you have to make sure certain LDAP parameters are consistent (ie.
>> if you're using TLS, etc.).
>> Below is what we use for our list of parameters:
>>
>> Set($ExternalAuthPriority,  [ 'My_LDAP' ] );
>> Set($ExternalInfoPriority,  [ 'My_LDAP' ] );
>> Set($ExternalServiceUsesSSLorTLS, 1);
>> Set($AutoCreateNonExternalUsers, 0);
>>
>> Set(
>>     $ExternalSettings,
>>       {
>>         'My_LDAP' =>
>>            {
>>             ?type?        => 'ldap',
>>             ?server?     => 'ldap.lbl.gov?,
>>             ?user?        =>  ??,
>>             ?pass?        =>  ??,
>>             ?base?        => 'ou=People,o=name of our company,c=US?,
>>             ?filter?       => '(&(status that equals active)(|(dicision
>> code)))?,
>>             ?d_filter?   => '(!(|(lblEmpStat=Staff)(lblEmpStat=Guest)))',
>>             ?tls?            => 1,
>>             ?net_ldap_args?    => [ version => 3],
>>             ?attr_match_list?  => ['Name',
>>                                                   'EmailAddress',
>>                                                   'RealName',
>>                                                   'uid'
>>                                                 ],
>>             ?attr_map?            =>  {'Name'                  => 'uid',
>>                                                   'EmailAddress'    =>
>> 'mail',
>>                                                   'Organization'      =>
>> ?o?,
>>                                                   'RealName'           =>
>> 'cn',
>>                                                   'ExternalAuthId'  =>
>> 'uid',
>>
>> 'Gecos'                   => 'uid',
>>                                                   'WorkPhone'         =>
>> 'telephonenumber',
>>                                                   'Address1'
>> => 'lblmailstop',
>>                                                   'Address2'
>> => 'postaladdress?
>>                                                  }
>>            }
>>       }
>>    );
>> 1;
>>
>> I don't think the attr_map would affect this, but your match list could.
>> Anyway, check it all out cause if there are any inconsistencies (like TLS
>> being used and on), it will fail.
>> Hope this helps.
>> Kenn
>> LBNL
>>
>> *** end cut/paste**
>>
>>   On Thu, Jul 22, 2010 at 7:23 PM, M.F.Haris <mfharis at gmail.com> wrote:
>>
>>> hi Mike,
>>> I am also facing the same problem and i have checked my configuration
>>> over and over, also compared with some available on internet.
>>> in my case i didn't enter any attribute with blank value like 'group'
>>> attribute in your case. but rest of the things are similar to what i have
>>> entered.
>>>
>>> I get a message 'Failed to Login with user (myuser) ... '
>>>
>>> do you get the same error message? please share your experience if you
>>> are able to solve this crap.
>>>
>>> thanks
>>> Haris
>>>
>>>
>>>  On Thu, Jul 22, 2010 at 3:59 PM, Mike Johnson <mike.johnson at nosm.ca>wrote:
>>>
>>>>   Hi everyone,
>>>>
>>>> Where do I start debugging my setup??
>>>>
>>>> I have CentOS5.5, RT3.8.8, ExternalAuth 0.8 attempting to connect to an
>>>> Active Drectory LDAP.
>>>>
>>>> Everything loads fine(I get no errors from my config files).  I've
>>>> loaded the ExternalAuth plugin, but when I attempt to login to the UI with
>>>> an LDAP user, I get an invalid user/pass.  The only error/logging I can find
>>>> anywhere is in syslog and that just tells me the same thing...
>>>>
>>>> I'm connecting to an Active Directory server, and with some
>>>> googling/rt-users searching I found the following settings to use.
>>>>
>>>> 'filter'                    =>  '(objectCategory=User)',
>>>>  'd_filter'                  =>
>>>> '(userAccountControl:1.2.840.113556.1.4.803:=2)',
>>>>
>>>>
>>>> I've left group and group_attr blank(is that allowed?) as I want all
>>>> users found under my base DN to be able to use RT.
>>>>
>>>> In the attr_match_list I have name and email address only
>>>> In attr_map I have the sAMAccountName mail and cn mapped to their
>>>> respective places in RT.
>>>>
>>>> I've tested the user/pass I'm using(our LDAP is setup to not allow
>>>> anonymous unfortunately, so I have to use an account to bind.
>>>>
>>>> I can't seem to find where ExternalAuth would toss an error out for me
>>>> to read if it's failling because of the arguments I've set...
>>>>
>>>> Any help would be appreciated.
>>>> --
>>>> 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 nosm.ca
>>>>
>>>>
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>
>>>
>>>
>>
>>
>> --
>> 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 nosm.ca
>>
>
>
>
> --
> 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 nosm.ca
>



-- 
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 nosm.ca
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From foramgoram at yahoo.com  Mon Jul 26 15:06:49 2010
From: foramgoram at yahoo.com (foram goram)
Date: Mon, 26 Jul 2010 12:06:49 -0700 (PDT)
Subject: [rt-users] Two RT installations
Message-ID: <425757.39760.qm@web62008.mail.re1.yahoo.com>

Hi,

Is it possible to have two RT installations on the same server? If yes, how?. 

Thanks

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From change+lists.rt at nightwind.net  Mon Jul 26 15:13:19 2010
From: change+lists.rt at nightwind.net (Nick Kartsioukas)
Date: Mon, 26 Jul 2010 12:13:19 -0700
Subject: [rt-users] Two RT installations
In-Reply-To: <425757.39760.qm@web62008.mail.re1.yahoo.com>
References: <425757.39760.qm@web62008.mail.re1.yahoo.com>
Message-ID: <1280171599.924.1386827037@webmail.messagingengine.com>

On Mon, 26 Jul 2010 12:06:49 -0700 (PDT), "foram goram"
<foramgoram at yahoo.com> said:
> Is it possible to have two RT installations on the same server? If yes,
> how?. 

Yes, see http://wiki.bestpractical.com/view/MultipleInstances


From mike.johnson at nosm.ca  Mon Jul 26 16:09:01 2010
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Mon, 26 Jul 2010 16:09:01 -0400
Subject: [rt-users] ExternalAuth - loading fine but isn't authenticating
	to LDAP
In-Reply-To: <AANLkTikpS1Lo8patQeMBZgvF5OJZz30CswT5Y4DY31tf@mail.gmail.com>
References: <AANLkTimTrP4Yo-vNpik7mKFRR6Hkly0_g_oymu9A-Em2@mail.gmail.com>
	<AANLkTinvskHgoACgDpPKk57PcehOLF7vDoKhl2ASL00Q@mail.gmail.com>
	<AANLkTikTM-AWqjPdpM1v2FB12aT=LMfYY8fkp-ddh+n-@mail.gmail.com>
	<AANLkTi=G6pjaGyCrrd+Pt2DqReBB6pNUA3Kpn6GvMOBw@mail.gmail.com>
	<AANLkTikpS1Lo8patQeMBZgvF5OJZz30CswT5Y4DY31tf@mail.gmail.com>
Message-ID: <AANLkTimua=7kD5XCzwTzGbskUUx-FacE=FuEZQVCKa=i@mail.gmail.com>

Ok, so I turned on rt.logging and surprise!!! apparently it is touching our
LDAP, even though AD doesn't log it by default(stupid AD).

Now I'm seeing a few things in the debug level logging....

First thing that really stands out is ...

 [error]: Couldn't create user mjohnson: Could not create user
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:129)
[debug]: Autohandler called ExternalAuth. Response: (0, No User)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)

Something is preventing the user from being created... based on the INSERT
language I see, it looks like RTFM doesn't work with 3.8.8??? I dunno, it's
trying to use a field called Priviledged in the User table... which doesn't
exist?

I'm not sure if I"m on the right track, but it would be nice if anyone has
experienced this or has any thoughts to let me know!
Mike.


On Mon, Jul 26, 2010 at 2:19 PM, Mike Johnson <mike.johnson at nosm.ca> wrote:

> So,
>
> After a few days of searching and testing, I've come to the conclusion that
> RT simply isn't sending anything to our LDAP server to authenticate...
>
> RT is still using RT's regular authentication method.
>
> Can anyone tell me what's wrong with my setup? RT doesn't complain when I
> boot it up, yet ExternalAuth will not even attempt to authenticate to my
> LDAP when I try to login.
>
> I've used SoftTerra's LDAP browser to ensure the "service rt"(account name
> is svc_rt) can bind to the LDAP and I even gave it update rights during
> troubleshooting... this is also how I figured out that RT isn't binding,
> only the LDAP browser connections are showing up in the Event log.
>
> I've also verified that my RT box can hit the ldap port(by "telnet to
> myad.mydomain.local 389")....
>
> I'm lost on where to go next....
>
>  Here are all the LDAP/ExternalAuth related settings in my config...
> # LDAP SETTINGS
> Set($ExternalAuthPriority,['NOSMLDAP']);
> Set($ExternalInfoPriority,['NOSMLDAP']);
> Set($ExternalServiceUSersSSLorTLS,0);
> Set($AutoCreateNonExternalUsers,1);
> Set($WebExternalAuto,1);
> Set($AutoCreate,{Priviledged =>1});
> Set($ExternalSettings,      {
>                                 'NOSMLDAP'       =>  {
>
> 'type'                      =>  'ldap',
>
> 'server'                    =>  '<ldapip>',
>
> 'user'                      =>  'cn=service rt,ou=Users,ou=Northern Ontario
> School of Medicine,dc=nosm,dc=local',
>
> 'pass'                    =>  '<password>',
>
> 'base'                      =>  'dc=nosm,dc=local',
>
> 'filter'                    =>  '(&(objectCategory=User)
> (ObjectClass=Person))',
>
>
> 'd_filter'                  =>
> '(userAccountControl:1.2.840.113556.1.4.803:=2)',
>
> 'tls'                       =>  0,
>
> 'ssl_version'               =>  3,
>
>
> 'net_ldap_args'             => [    version =>  3   ],
>
> 'group'                     =>  'cn=Staff,ou=Groups,ou=Northern Ontario
> School of Medicine,dc=nosm,dc=local',
>
> 'group_attr'                =>  'member',
>
>
> 'attr_match_list'           => [    'Name',
>
> 'EmailAddress'
>
> ],
>
> 'attr_map'                  =>  {   'Name' => 'sAMAccountName',
>
> 'EmailAddress' => 'mail',
>
> 'RealName' => 'cn',
>
> 'ExternalAuthId' => 'sAMAccountName'
>
> }
>                                                     }
>                                  }
> );
> Set(@Plugins,qw(RT::Authen::ExternalAuth));
>
>
> As I indicated before
>
> CentOS 5.5
>  RT3.8.8
> ExternalAuth 0.8
> LDAP = Windows 2003 AD
> Help would be much appreciated.
>
> Thanks!
> Mike.
>
>
> On Fri, Jul 23, 2010 at 10:03 AM, Mike Johnson <mike.johnson at nosm.ca>wrote:
>
>> I found another guide that outlines how to setup ExternalAuth for AD on
>> the wiki
>>
>> http://wiki.bestpractical.com/view/CentOS5InstallPlusSome
>>
>> Others following this thread might find it useful...
>>
>> I did learn that you're looking for the full cn/ou path for your user, not
>> just a username...(I forgot that's how LDAP finds users)....
>>
>> Haris you might want to check that in your config... didn't help me
>> *shrug* but might help you.
>>
>> Thanks!
>> Mike.
>>
>>
>>
>>
>> On Fri, Jul 23, 2010 at 9:18 AM, Mike Johnson <mike.johnson at nosm.ca>wrote:
>>
>>> Hi Haris,
>>>
>>> No go yet.
>>>
>>> Kenneth did send some info for me to check out, perhaps it may help
>>> you...
>>>
>>> **Kenneth's email cut/pasted**
>>>   Mike,
>>> First off, check to see how you've set $WebExternalAuto. I'm not sure how
>>> that would affect LDAP if it was turned on.
>>> Second, I'll assume you've set your "Plugins" appropriately to include
>>> "RT::Authen::ExternalAuth".
>>> Thirdly, you have to make sure certain LDAP parameters are consistent
>>> (ie. if you're using TLS, etc.).
>>> Below is what we use for our list of parameters:
>>>
>>> Set($ExternalAuthPriority,  [ 'My_LDAP' ] );
>>> Set($ExternalInfoPriority,  [ 'My_LDAP' ] );
>>> Set($ExternalServiceUsesSSLorTLS, 1);
>>> Set($AutoCreateNonExternalUsers, 0);
>>>
>>> Set(
>>>     $ExternalSettings,
>>>       {
>>>         'My_LDAP' =>
>>>            {
>>>             ?type?        => 'ldap',
>>>             ?server?     => 'ldap.lbl.gov?,
>>>             ?user?        =>  ??,
>>>             ?pass?        =>  ??,
>>>             ?base?        => 'ou=People,o=name of our company,c=US?,
>>>             ?filter?       => '(&(status that equals active)(|(dicision
>>> code)))?,
>>>             ?d_filter?   => '(!(|(lblEmpStat=Staff)(lblEmpStat=Guest)))',
>>>             ?tls?            => 1,
>>>             ?net_ldap_args?    => [ version => 3],
>>>             ?attr_match_list?  => ['Name',
>>>                                                   'EmailAddress',
>>>                                                   'RealName',
>>>                                                   'uid'
>>>                                                 ],
>>>             ?attr_map?            =>  {'Name'                  => 'uid',
>>>                                                   'EmailAddress'    =>
>>> 'mail',
>>>                                                   'Organization'      =>
>>> ?o?,
>>>                                                   'RealName'           =>
>>> 'cn',
>>>                                                   'ExternalAuthId'  =>
>>> 'uid',
>>>
>>> 'Gecos'                   => 'uid',
>>>                                                   'WorkPhone'         =>
>>> 'telephonenumber',
>>>                                                   'Address1'
>>> => 'lblmailstop',
>>>                                                   'Address2'
>>> => 'postaladdress?
>>>                                                  }
>>>            }
>>>       }
>>>    );
>>> 1;
>>>
>>> I don't think the attr_map would affect this, but your match list could.
>>> Anyway, check it all out cause if there are any inconsistencies (like TLS
>>> being used and on), it will fail.
>>> Hope this helps.
>>> Kenn
>>> LBNL
>>>
>>> *** end cut/paste**
>>>
>>>   On Thu, Jul 22, 2010 at 7:23 PM, M.F.Haris <mfharis at gmail.com> wrote:
>>>
>>>> hi Mike,
>>>> I am also facing the same problem and i have checked my configuration
>>>> over and over, also compared with some available on internet.
>>>> in my case i didn't enter any attribute with blank value like 'group'
>>>> attribute in your case. but rest of the things are similar to what i have
>>>> entered.
>>>>
>>>> I get a message 'Failed to Login with user (myuser) ... '
>>>>
>>>> do you get the same error message? please share your experience if you
>>>> are able to solve this crap.
>>>>
>>>> thanks
>>>> Haris
>>>>
>>>>
>>>>  On Thu, Jul 22, 2010 at 3:59 PM, Mike Johnson <mike.johnson at nosm.ca>wrote:
>>>>
>>>>>   Hi everyone,
>>>>>
>>>>> Where do I start debugging my setup??
>>>>>
>>>>> I have CentOS5.5, RT3.8.8, ExternalAuth 0.8 attempting to connect to an
>>>>> Active Drectory LDAP.
>>>>>
>>>>> Everything loads fine(I get no errors from my config files).  I've
>>>>> loaded the ExternalAuth plugin, but when I attempt to login to the UI with
>>>>> an LDAP user, I get an invalid user/pass.  The only error/logging I can find
>>>>> anywhere is in syslog and that just tells me the same thing...
>>>>>
>>>>> I'm connecting to an Active Directory server, and with some
>>>>> googling/rt-users searching I found the following settings to use.
>>>>>
>>>>> 'filter'                    =>  '(objectCategory=User)',
>>>>>  'd_filter'                  =>
>>>>> '(userAccountControl:1.2.840.113556.1.4.803:=2)',
>>>>>
>>>>>
>>>>> I've left group and group_attr blank(is that allowed?) as I want all
>>>>> users found under my base DN to be able to use RT.
>>>>>
>>>>> In the attr_match_list I have name and email address only
>>>>> In attr_map I have the sAMAccountName mail and cn mapped to their
>>>>> respective places in RT.
>>>>>
>>>>> I've tested the user/pass I'm using(our LDAP is setup to not allow
>>>>> anonymous unfortunately, so I have to use an account to bind.
>>>>>
>>>>> I can't seem to find where ExternalAuth would toss an error out for me
>>>>> to read if it's failling because of the arguments I've set...
>>>>>
>>>>> Any help would be appreciated.
>>>>> --
>>>>> 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 nosm.ca
>>>>>
>>>>>
>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>
>>>>
>>>>
>>>
>>>
>>> --
>>> 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 nosm.ca
>>>
>>
>>
>>
>> --
>> 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 nosm.ca
>>
>
>
>
> --
> 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 nosm.ca
>



-- 
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 nosm.ca
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From falcone at bestpractical.com  Mon Jul 26 16:12:51 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 26 Jul 2010 16:12:51 -0400
Subject: [rt-users] ExternalAuth - loading fine but isn't authenticating
 to LDAP
In-Reply-To: <AANLkTimua=7kD5XCzwTzGbskUUx-FacE=FuEZQVCKa=i@mail.gmail.com>
References: <AANLkTimTrP4Yo-vNpik7mKFRR6Hkly0_g_oymu9A-Em2@mail.gmail.com>
	<AANLkTinvskHgoACgDpPKk57PcehOLF7vDoKhl2ASL00Q@mail.gmail.com>
	<AANLkTikTM-AWqjPdpM1v2FB12aT=LMfYY8fkp-ddh+n-@mail.gmail.com>
	<AANLkTi=G6pjaGyCrrd+Pt2DqReBB6pNUA3Kpn6GvMOBw@mail.gmail.com>
	<AANLkTikpS1Lo8patQeMBZgvF5OJZz30CswT5Y4DY31tf@mail.gmail.com>
	<AANLkTimua=7kD5XCzwTzGbskUUx-FacE=FuEZQVCKa=i@mail.gmail.com>
Message-ID: <20100726201251.GF704@jibsheet.com>

On Mon, Jul 26, 2010 at 04:09:01PM -0400, Mike Johnson wrote:
>    Something is preventing the user from being created... based on the INSERT language I see, it
>    looks like RTFM doesn't work with 3.8.8??? I dunno, it's trying to use a field called
>    Priviledged in the User table... which doesn't exist?

Please provide the actual failing code you're seeing.
Privileged is a user attribute stored in a different table.
Why do you believe that RTFM is causing conflicts with this?

-kevin
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From mike.johnson at nosm.ca  Mon Jul 26 16:16:39 2010
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Mon, 26 Jul 2010 16:16:39 -0400
Subject: [rt-users] Two RT installations
In-Reply-To: <425757.39760.qm@web62008.mail.re1.yahoo.com>
References: <425757.39760.qm@web62008.mail.re1.yahoo.com>
Message-ID: <AANLkTik4dAnLZ3_y3O-R7LCaPZVNUJvL7pN7n_cZRZQR@mail.gmail.com>

Based on the setup I just did for my new server, I would have to say yes...

few things you'd need to do(just off the top of my head... probably more
gotchas)
- have mulitple install instances of RT ie /opt/rt3-live and /opt/rt3-test
- have multiple mysql instances OR change the database name of RT before
installation(I think having multiple mysql installs would be easier. IF
multiple instances, obviously have to change the port for each
- would have to have both RTs setup in your httpd.conf
- can probably use the same fetchmail(if you are using fetchmail), if you
aren't using fetchmail, I don't know how you'd do it.

Everything else could probably be reused...

good luck!
Mike.

On Mon, Jul 26, 2010 at 3:06 PM, foram goram <foramgoram at yahoo.com> wrote:

>  Hi,
>
> Is it possible to have two RT installations on the same server? If yes,
> how?.
>
> Thanks
>
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
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 nosm.ca
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From mike.johnson at nosm.ca  Mon Jul 26 16:25:21 2010
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Mon, 26 Jul 2010 16:25:21 -0400
Subject: [rt-users] ExternalAuth - loading fine but isn't authenticating
	to LDAP
In-Reply-To: <20100726201251.GF704@jibsheet.com>
References: <AANLkTimTrP4Yo-vNpik7mKFRR6Hkly0_g_oymu9A-Em2@mail.gmail.com>
	<AANLkTinvskHgoACgDpPKk57PcehOLF7vDoKhl2ASL00Q@mail.gmail.com>
	<AANLkTikTM-AWqjPdpM1v2FB12aT=LMfYY8fkp-ddh+n-@mail.gmail.com>
	<AANLkTi=G6pjaGyCrrd+Pt2DqReBB6pNUA3Kpn6GvMOBw@mail.gmail.com>
	<AANLkTikpS1Lo8patQeMBZgvF5OJZz30CswT5Y4DY31tf@mail.gmail.com>
	<AANLkTimua=7kD5XCzwTzGbskUUx-FacE=FuEZQVCKa=i@mail.gmail.com>
	<20100726201251.GF704@jibsheet.com>
Message-ID: <AANLkTimFm4gRjUyXZAEg3EgXp5J_4kyZtMxvPsrdTzah@mail.gmail.com>

Hi Kevin,

I'm not a Perl wiz at all, and I'm just grasping at straws trying to
troubleshoot why it isn't working.

Here is the core of the log before the lines I posted...

[Mon Jul 26 19:52:54 2010] [debug]: Reloading RT::User to work around a bug
in RT-3.8.0 and RT-3.8.1
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
[Mon Jul 26 19:52:54 2010] [debug]: Attempting to use external auth service:
NOSMLDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Mon Jul 26 19:52:54 2010] [debug]: SSO Failed and no user to test with.
Nexting
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
[Mon Jul 26 19:52:54 2010] [debug]: Autohandler called ExternalAuth.
Response: (0, No User)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)
[Mon Jul 26 19:52:58 2010] [debug]: Reloading RT::User to work around a bug
in RT-3.8.0 and RT-3.8.1
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
[Mon Jul 26 19:52:58 2010] [debug]: Attempting to use external auth service:
NOSMLDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Mon Jul 26 19:52:58 2010] [debug]: Calling UserExists with $username
(testuser) and $service (NOSMLDAP)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105)
[Mon Jul 26 19:52:58 2010] [debug]: UserExists params:
username: testuser , service: NOSMLDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)
[Mon Jul 26 19:52:58 2010] [debug]: LDAP Search ===  Base: dc=nosm,dc=local
== Filter:
(&(&(objectCategory=User)(ObjectClass=Person))(sAMAccountName=testuser)) ==
Attrs: cn,mail,sAMAccountName,sAMAccountName
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304)
[Mon Jul 26 19:52:58 2010] [debug]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::User
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm 20 with:
Disabled: 0, EmailAddress: , Gecos: testuser, Name: testuser, Priviledged:
1, Privileged: 0
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:450)
[Mon Jul 26 19:52:58 2010] [debug]: Attempting to get user info using this
external service: NOSMLDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:458)
[Mon Jul 26 19:52:58 2010] [debug]: Attempting to use this canonicalization
key: Name
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472)
[Mon Jul 26 19:52:58 2010] [debug]: LDAP Search ===  Base: dc=nosm,dc=local
== Filter:
(&(&(objectCategory=User)(ObjectClass=Person))(sAMAccountName=testuser)) ==
Attrs: cn,mail,sAMAccountName,sAMAccountName
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195)
[Mon Jul 26 19:52:58 2010] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: 0,
EmailAddress: test.user at normed.ca, ExternalAuthId: testuser, Gecos:
testuser, Name: testuser, Priviledged: 1, Privileged: 0, RealName: Test User
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
[Mon Jul 26 19:52:58 2010] [warning]: DBD::mysql::st execute failed: Unknown
column 'Priviledged' in 'field list' at
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 509, <DATA>
line 273. (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:509)
[Mon Jul 26 19:52:58 2010] [warning]: RT::Handle=HASH(0x2b88760b6e00)
couldn't execute the query 'INSERT INTO Users (Priviledged, RealName,
EmailAddress, Creator, Gecos, LastUpdatedBy, Password, Created, id, Name,
LastUpdated, ExternalAuthId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 522

DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x2b88760b6e00)',
'INSERT INTO Users (Priviledged, RealName, EmailAddress, Creat...', 1, 'Test
User', 'test.user at normed.ca', 1, 'testuser', 1, '*NO-PASSWORD*', ...) called
at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 357

DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x2b88760b6e00)',
'Users', 'Priviledged', 1, 'RealName', 'Test User', 'EmailAddress',
'test.user at normed.ca', 'Creator', ...) called at
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle/mysql.pm line 36

DBIx::SearchBuilder::Handle::mysql::Insert('RT::Handle=HASH(0x2b88760b6e00)',
'Users', 'Priviledged', 1, 'RealName', 'Test User', 'EmailAddress',
'test.user at normed.ca', 'Creator', ...) called at
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 1293
        DBIx::SearchBuilder::Record::Create('RT::User=HASH(0x2b8876d75580)',
'Priviledged', 1, 'RealName', 'Test User', 'Creator', 1, 'EmailAddress',
'test.user at normed.ca', ...) called at /opt/rt3/bin/../lib/RT/Record.pm line
289
        RT::Record::Create('RT::User=HASH(0x2b8876d75580)', 'id', 40,
'Priviledged', 1, 'RealName', 'Test User', 'EmailAddress',
'test.user at normed.ca', ...) called at /opt/rt3/bin/../lib/RT/User_Overlay.pm
line 195
        RT::User::Create('RT::User=HASH(0x2b8876d75580)', 'Priviledged', 1,
'Name', 'testuser', 'Gecos', 'testuser') called at
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
line 124
        RT::Authen::ExternalAuth::DoAuth('HASH(0x2b88754ecc70)', 'testuser',
'<<password>>') called at
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth
line 25
        HTML::Mason::Commands::__ANON__('pass', '<<password>>', 'user',
'testuser') 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(0x2b8875502fc0)',
'pass', '<<password>>', 'user', 'testuser') called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1297
        eval {...} called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1292
        HTML::Mason::Request::comp('undef', 'undef', 'pass', '<<password>>',
'user', 'testuser') called at
/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm line 180

RT::Interface::Web::Request::callback('RT::Interface::Web::Request=HASH(0x2b8879903140)',
'pass', '<<password>>', 'user', 'testuser', 'CallbackName', 'Auth',
'CallbackPage', '/autohandler', ...) called at
/opt/rt3/bin/../lib/RT/Interface/Web.pm line 202
        RT::Interface::Web::HandleRequest('HASH(0x2b88755d3130)') called at
/opt/rt3/share/html/autohandler line 53
        HTML::Mason::Commands::__ANON__('pass', '<<password>>', 'user',
'testuser') 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(0x2b88754e9dd0)',
'pass', '<<password>>', 'user', 'testuser') called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1297
        eval {...} called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1292
        HTML::Mason::Request::comp('undef', 'undef', 'undef', 'pass',
'<<password>>', 'user', 'testuser') called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 481
        eval {...} called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 481
        eval {...} called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 433

HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x2b8879903140)')
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(0x2b8879903140)')
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(0x2b8875f5ae80)',
'Apache2::RequestRec=SCALAR(0x2b887622f770)') called at /opt/rt3/bin/
webmux.pl line 78
        eval {...} called at /opt/rt3/bin/webmux.pl line 78
        RT::Mason::handler('Apache2::RequestRec=SCALAR(0x2b887622f770)')
called at -e line 0
        eval {...} called at -e line 0 (/usr/lib/perl5/5.8.8/Carp.pm:272)
[Mon Jul 26 19:52:58 2010] [error]: Could not create a new user -
Priviledged-1-RealName-Test
User-EmailAddress-test.user at normed.ca-Gecos-testuser-Password-*NO-PASSWORD*-Name-testuser-ExternalAuthId-testuser(/opt/rt3/bin/../lib/RT/User_Overlay.pm:201)
[Mon Jul 26 19:52:58 2010] [error]: Couldn't create user testuser: Could not
create user
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:129)



Again, I am no perl wiz, and I'm just making guesses as to whats wrong based
on these logs... RTFM might work with 3.8.8, I just can't get mine to work.

Sorry if I mislead in my wording.

Mike.
On Mon, Jul 26, 2010 at 4:12 PM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Mon, Jul 26, 2010 at 04:09:01PM -0400, Mike Johnson wrote:
> >    Something is preventing the user from being created... based on the
> INSERT language I see, it
> >    looks like RTFM doesn't work with 3.8.8??? I dunno, it's trying to use
> a field called
> >    Priviledged in the User table... which doesn't exist?
>
> Please provide the actual failing code you're seeing.
> Privileged is a user attribute stored in a different table.
> Why do you believe that RTFM is causing conflicts with this?
>
> -kevin
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
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 nosm.ca
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From falcone at bestpractical.com  Mon Jul 26 17:03:29 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 26 Jul 2010 17:03:29 -0400
Subject: [rt-users] ExternalAuth - loading fine but isn't authenticating
 to LDAP
In-Reply-To: <AANLkTimFm4gRjUyXZAEg3EgXp5J_4kyZtMxvPsrdTzah@mail.gmail.com>
References: <AANLkTimTrP4Yo-vNpik7mKFRR6Hkly0_g_oymu9A-Em2@mail.gmail.com>
	<AANLkTinvskHgoACgDpPKk57PcehOLF7vDoKhl2ASL00Q@mail.gmail.com>
	<AANLkTikTM-AWqjPdpM1v2FB12aT=LMfYY8fkp-ddh+n-@mail.gmail.com>
	<AANLkTi=G6pjaGyCrrd+Pt2DqReBB6pNUA3Kpn6GvMOBw@mail.gmail.com>
	<AANLkTikpS1Lo8patQeMBZgvF5OJZz30CswT5Y4DY31tf@mail.gmail.com>
	<AANLkTimua=7kD5XCzwTzGbskUUx-FacE=FuEZQVCKa=i@mail.gmail.com>
	<20100726201251.GF704@jibsheet.com>
	<AANLkTimFm4gRjUyXZAEg3EgXp5J_4kyZtMxvPsrdTzah@mail.gmail.com>
Message-ID: <20100726210329.GG704@jibsheet.com>

On Mon, Jul 26, 2010 at 04:25:21PM -0400, Mike Johnson wrote:
>    [Mon Jul 26 19:52:58 2010] [warning]: DBD::mysql::st execute failed: Unknown column
>    'Priviledged' in 'field list' at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm

The column is Privileged, not Priviledged.  I'm going to assume you've
misconfigured something, possibly the AutoCreate setting.

>    Again, I am no perl wiz, and I'm just making guesses as to whats wrong based on these logs...
>    RTFM might work with 3.8.8, I just can't get mine to work.

RTFM has a bug with 3.8.8, I just failed to see what it had to do with
your RT-Authen-ExternalAuth problems.  You can pull a patch from the
rtfm repo or wait for 2.4.3rc1 to be released.  There should be links
if you search the list archives.

-kevin
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From howie at thingy.com  Mon Jul 26 17:10:33 2010
From: howie at thingy.com (Howard Jones)
Date: Mon, 26 Jul 2010 22:10:33 +0100
Subject: [rt-users] Using queues as state? (and per-queue
	menu	customisation?)
In-Reply-To: <AANLkTinZi3PYGJ3UnJz7MDJz7R0Kxk0P8dQUS7aWrDFE@mail.gmail.com>
References: <4C4D5598.9040408@thingy.com>
	<AANLkTinZi3PYGJ3UnJz7MDJz7R0Kxk0P8dQUS7aWrDFE@mail.gmail.com>
Message-ID: <4C4DF9C9.3020302@thingy.com>

  On 26/07/2010 17:11, Kenneth Crocker wrote:
> Howard,
>
> We have a specific WorkFlow that involves some automatic processes 
> (automatically promoting Status and sending notifications) based on a 
> combination of values in the Status field (and some Custom Fields) and 
> we had to add a couple Status values (for staging QA testing) to 
> accomplish this. I also helped someone else do this via different 
> Queues with scrips that automatically sent the ticket to a new Queue 
> based on the values in Status and some Custom Fields. So, there are a 
> couple ways to do this. To decide exactly how, would depend on what 
> your workflow looks like, the types of restrictions and a few other 
> variables like who does what when and then what (plus any exceptions 
> to the rules). It really is important that you work out 
> (analyze/flowchart) the details of what you're looking for. It's 
> always easier to code decisions and procedures that are already worked 
> out.

Ah - flowcharts are something I have plenty of :-) This is an 
organisation that has taken the ITIL change and service-request 
processes and implemented them in Tivoli... Our own RT install is very 
much simpler, and these guys have decided they like the idea of simpler, 
just not *that* much simpler.

I'm not really interested in re-implementing all that, but one 
particular aspect is change approval. So users in group X can request a 
change, group Y must then approve that change, then group Z implement it.

So I think I want two queues: pending-changes, which group X can create 
tickets in, and approved-changes, which group Z can see and process 
tickets in. Then group Y has ModifyTicket in pending-changes, and 
CreateTicket in approved-changes. I think that will do what I want - 
plus some kind of user-interface to allow them to press an 'approve' or 
'deny' button, which makes appropriate ticket updates.

I don't see how it could do a vote, or quorum-style Change Board, but 
that's not so vital. In theory, the members of group X,Y and Z 
(especially the approvers and implementers) vary for different changes, 
but that can be more queues, worst-case.

Does this sound anything like what you did, Kenn?

Howard


From kfcrocker at lbl.gov  Mon Jul 26 17:43:41 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 26 Jul 2010 14:43:41 -0700
Subject: [rt-users] Using queues as state? (and per-queue menu
	customisation?)
In-Reply-To: <4C4DF9C9.3020302@thingy.com>
References: <4C4D5598.9040408@thingy.com>
	<AANLkTinZi3PYGJ3UnJz7MDJz7R0Kxk0P8dQUS7aWrDFE@mail.gmail.com>
	<4C4DF9C9.3020302@thingy.com>
Message-ID: <AANLkTi=o436tGWuM6Nog2VJOfkpCkuaK3S5fdUAG=jwE@mail.gmail.com>

Howard,

Not exactly. We have a Review & Approval process, which is what you seem to
want and a QA approval process which is a whole different process. It looks
like you want the ticket "approved" before get worked on and RT already has
that ability with it's own "Approvals". When you use that workflow, RT
basically creates an "Approval" Queue named for each Queue that uses that
process automatically. Queue-1 would have an "Approval" Queue named for and
Queue-2 would also have an "Approval" Queue named for it.

RT 3.8 even has an additional Tab called "Approvals" you can use. You should
probably check that out.

Kenn
LBNL

On Mon, Jul 26, 2010 at 2:10 PM, Howard Jones <howie at thingy.com> wrote:

>  On 26/07/2010 17:11, Kenneth Crocker wrote:
>
>> Howard,
>>
>> We have a specific WorkFlow that involves some automatic processes
>> (automatically promoting Status and sending notifications) based on a
>> combination of values in the Status field (and some Custom Fields) and we
>> had to add a couple Status values (for staging QA testing) to accomplish
>> this. I also helped someone else do this via different Queues with scrips
>> that automatically sent the ticket to a new Queue based on the values in
>> Status and some Custom Fields. So, there are a couple ways to do this. To
>> decide exactly how, would depend on what your workflow looks like, the types
>> of restrictions and a few other variables like who does what when and then
>> what (plus any exceptions to the rules). It really is important that you
>> work out (analyze/flowchart) the details of what you're looking for. It's
>> always easier to code decisions and procedures that are already worked out.
>>
>
> Ah - flowcharts are something I have plenty of :-) This is an organisation
> that has taken the ITIL change and service-request processes and implemented
> them in Tivoli... Our own RT install is very much simpler, and these guys
> have decided they like the idea of simpler, just not *that* much simpler.
>
> I'm not really interested in re-implementing all that, but one particular
> aspect is change approval. So users in group X can request a change, group Y
> must then approve that change, then group Z implement it.
>
> So I think I want two queues: pending-changes, which group X can create
> tickets in, and approved-changes, which group Z can see and process tickets
> in. Then group Y has ModifyTicket in pending-changes, and CreateTicket in
> approved-changes. I think that will do what I want - plus some kind of
> user-interface to allow them to press an 'approve' or 'deny' button, which
> makes appropriate ticket updates.
>
> I don't see how it could do a vote, or quorum-style Change Board, but
> that's not so vital. In theory, the members of group X,Y and Z (especially
> the approvers and implementers) vary for different changes, but that can be
> more queues, worst-case.
>
> Does this sound anything like what you did, Kenn?
>
> Howard
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From howie at thingy.com  Mon Jul 26 18:17:33 2010
From: howie at thingy.com (Howard Jones)
Date: Mon, 26 Jul 2010 23:17:33 +0100
Subject: [rt-users] Using queues as state? (and per-queue
	menu	customisation?)
In-Reply-To: <AANLkTi=o436tGWuM6Nog2VJOfkpCkuaK3S5fdUAG=jwE@mail.gmail.com>
References: <4C4D5598.9040408@thingy.com>	<AANLkTinZi3PYGJ3UnJz7MDJz7R0Kxk0P8dQUS7aWrDFE@mail.gmail.com>	<4C4DF9C9.3020302@thingy.com>
	<AANLkTi=o436tGWuM6Nog2VJOfkpCkuaK3S5fdUAG=jwE@mail.gmail.com>
Message-ID: <4C4E097D.4050801@thingy.com>

Kenneth Crocker wrote:
> Howard,
>
> Not exactly. We have a Review & Approval process, which is what you
> seem to want and a QA approval process which is a whole different
> process. It looks like you want the ticket "approved" before get
> worked on and RT already has that ability with it's own "Approvals".
> When you use that workflow, RT basically creates an "Approval" Queue
> named for each Queue that uses that process automatically. Queue-1
> would have an "Approval" Queue named for and Queue-2 would also have
> an "Approval" Queue named for it.
>
> RT 3.8 even has an additional Tab called "Approvals" you can use. You
> should probably check that out.
I started there, but as far as I could tell, the built-in Approvals
process is set up to approve the resolving of a ticket - the description
is that the master ticket can't be resolved until the dependent approval
ticket is resolved (approved). I want that the master ticket isn't
visible to the implementer until it's been approved.

(actually, there isn't a page on the wiki describing Approvals at all. I
think I must have gotten that from the book.)

I'll take another look in the morning, before starting on multiple queues...

Cheers,

Howard


From Marco.Induni at rsi.ch  Tue Jul 27 02:51:46 2010
From: Marco.Induni at rsi.ch (Induni Marco)
Date: Tue, 27 Jul 2010 08:51:46 +0200
Subject: [rt-users] Date format RT 3.8.8
Message-ID: <0E7D1101C98E914EB3838D4B424F518F0123B2B6@ARESEXCH.rtsi.ch>

Hi all,
I'm running RT 3.8.8 and I wonder if is it possible to customize the
date format.
In Preferences/Locale I can choose many date formats, but there isn't a
short date (ie without time for example).

Is it possible to add customized date format ?

Many thank's

Marco Induni


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From fusco at wanagain.net  Tue Jul 27 04:12:35 2010
From: fusco at wanagain.net (Georghy)
Date: Tue, 27 Jul 2010 10:12:35 +0200
Subject: [rt-users] Request Tracker customisation
Message-ID: <4C4E94F3.8080900@wanagain.net>

Hi folks,
we have set up a RT webserver and we are searching for a way to change 
some default behaviour.
My boss want me to have several E-mails for one customer it seems I had 
to use RT Extension MergeUsers to do this
or can you tell me an other way ?
Is this Extension really helpfull within my situation ?

We also want to deactivate some information showed on the client 
selfservice, for exemple change status information
and reminder are not relevant for our customer
Do you know a way to do that ? (disabling scrips I guess but I can't 
find out wich one)

Thanks for all your help

-- 
Cordialement / Greetings



From JoopvandeWege at mococo.nl  Tue Jul 27 04:22:03 2010
From: JoopvandeWege at mococo.nl (Joop)
Date: Tue, 27 Jul 2010 10:22:03 +0200
Subject: [rt-users] Request Tracker customisation
In-Reply-To: <4C4E94F3.8080900@wanagain.net>
References: <4C4E94F3.8080900@wanagain.net>
Message-ID: <4C4E972B.60409@mococo.nl>

Georghy wrote:
>
> We also want to deactivate some information showed on the client 
> selfservice, for exemple change status information
> and reminder are not relevant for our customer
> Do you know a way to do that ? (disabling scrips I guess but I can't 
> find out wich one)
Search the wiki and/or the mailinglist rt-users for SkipTransaction. 
Further read the wiki about cleanly modifying RT.

Regards,

Joop



From ronald.higgins at gmail.com  Tue Jul 27 08:27:27 2010
From: ronald.higgins at gmail.com (ronald higgins)
Date: Tue, 27 Jul 2010 14:27:27 +0200
Subject: [rt-users] speeding up rt-shredder
Message-ID: <AANLkTinzkb3z5cs6WLJ-whnZbR0-S1msjLGuBtEmZ+AL@mail.gmail.com>

Hi all.

I'm trying to use rt-shredder to delete 700K tickets out of the RT
Database but at the moment it's moving incredibly slowly.
1 ticket every few minutes is being deleted.

Is there anyway to speed up rt-shredder deletes ?

Command being issued: rt-shredder --plugin "Tickets=query,Subject like
'%UNDELIVERABLE%';limit,1000" --sqldump
/tmp/shredder-restore-tickets.sql

RT Version 3.8.7 , MySQL DB Ver 5.0.77

Regards

Ronald


From larskk at met.no  Tue Jul 27 08:34:25 2010
From: larskk at met.no (Lars Kristian Klykken)
Date: Tue, 27 Jul 2010 12:34:25 +0000 (UTC)
Subject: [rt-users] Request Tracker customisation
In-Reply-To: <4C4E94F3.8080900@wanagain.net>
Message-ID: <457986159.4199.1280234065513.JavaMail.root@imap1b>

> My boss want me to have several E-mails for one customer it seems I
> had to use RT Extension MergeUsers to do this
> or can you tell me an other way ?
> Is this Extension really helpfull within my situation ?

We have several mail aliases for our users in LDAP. I use MergeUsers together with my own script to autocreate every internal mailadress in LDAP, and merge the users together so that mail to/from any of these mailaliases are linked to the proper RT user.

So yes, MergeUsers is helpful when users have >1 mail address.

.../Bosse
-- 
Lars Kristian (Bosse) Klykken, Senior Engineer
Server Operations / IT Division
Norwegian Meteorological Institute
http://met.no - http://yr.no


From larskk at met.no  Tue Jul 27 08:42:50 2010
From: larskk at met.no (Lars Kristian Klykken)
Date: Tue, 27 Jul 2010 12:42:50 +0000 (UTC)
Subject: [rt-users] Request Tracker customisation
In-Reply-To: <4C4ED1B0.3020005@wanagain.net>
Message-ID: <1190599376.4229.1280234570923.JavaMail.root@imap1b>

Please "reply to all" when you are answering list messages.

> > So yes, MergeUsers is helpful when users have >1 mail address.
>
> Is it easy to use ?

Well, yes, but you should just try it out on your test server and make up your own opinion.

> I must have a LDAP server or is it not necessary ?

Not at all, I was just giving you a different perspective to its usage.

.../Bosse


From fusco at wanagain.net  Tue Jul 27 08:51:07 2010
From: fusco at wanagain.net (Georghy)
Date: Tue, 27 Jul 2010 14:51:07 +0200
Subject: [rt-users] Request Tracker customisation
In-Reply-To: <1190599376.4229.1280234570923.JavaMail.root@imap1b>
References: <1190599376.4229.1280234570923.JavaMail.root@imap1b>
Message-ID: <4C4ED63B.3010204@wanagain.net>

Lars Kristian Klykken a ?crit :
> Please "reply to all" when you are answering list messages.
>
>   
>>> So yes, MergeUsers is helpful when users have >1 mail address.
>>>       
>> Is it easy to use ?
>>     
>
> Well, yes, but you should just try it out on your test server and make up your own opinion.
>
>   
>> I must have a LDAP server or is it not necessary ?
>>     
>
> Not at all, I was just giving you a different perspective to its usage.
>
> .../Bosse
>
>   
thanks for all your answer I'll try it and give you my feedback

-- 
Cordialement / Greetings



From mike.johnson at nosm.ca  Tue Jul 27 08:55:23 2010
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Tue, 27 Jul 2010 08:55:23 -0400
Subject: [rt-users] ExternalAuth - loading fine but isn't authenticating
	to LDAP
In-Reply-To: <20100726210329.GG704@jibsheet.com>
References: <AANLkTimTrP4Yo-vNpik7mKFRR6Hkly0_g_oymu9A-Em2@mail.gmail.com>
	<AANLkTinvskHgoACgDpPKk57PcehOLF7vDoKhl2ASL00Q@mail.gmail.com>
	<AANLkTikTM-AWqjPdpM1v2FB12aT=LMfYY8fkp-ddh+n-@mail.gmail.com>
	<AANLkTi=G6pjaGyCrrd+Pt2DqReBB6pNUA3Kpn6GvMOBw@mail.gmail.com>
	<AANLkTikpS1Lo8patQeMBZgvF5OJZz30CswT5Y4DY31tf@mail.gmail.com>
	<AANLkTimua=7kD5XCzwTzGbskUUx-FacE=FuEZQVCKa=i@mail.gmail.com>
	<20100726201251.GF704@jibsheet.com>
	<AANLkTimFm4gRjUyXZAEg3EgXp5J_4kyZtMxvPsrdTzah@mail.gmail.com>
	<20100726210329.GG704@jibsheet.com>
Message-ID: <AANLkTimcy2ooe1yKf9pOOvtLh103u1YrK5-6qxKGyhHh@mail.gmail.com>

Wow.....

3 days of on/off debugging and getting frustrated, for a spelling mistake...
hahahaha,

Much appreciated Kevin.  I can now login using an AD Account and it creates
it properly in RT.

Thanks!
Mike.




On Mon, Jul 26, 2010 at 5:03 PM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Mon, Jul 26, 2010 at 04:25:21PM -0400, Mike Johnson wrote:
> >    [Mon Jul 26 19:52:58 2010] [warning]: DBD::mysql::st execute failed:
> Unknown column
> >    'Priviledged' in 'field list' at
> /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm
>
> The column is Privileged, not Priviledged.  I'm going to assume you've
> misconfigured something, possibly the AutoCreate setting.
>
> >    Again, I am no perl wiz, and I'm just making guesses as to whats wrong
> based on these logs...
> >    RTFM might work with 3.8.8, I just can't get mine to work.
>
> RTFM has a bug with 3.8.8, I just failed to see what it had to do with
> your RT-Authen-ExternalAuth problems.  You can pull a patch from the
> rtfm repo or wait for 2.4.3rc1 to be released.  There should be links
> if you search the list archives.
>
> -kevin
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
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 nosm.ca
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From G.Booth at lboro.ac.uk  Tue Jul 27 09:30:02 2010
From: G.Booth at lboro.ac.uk (G.Booth)
Date: Tue, 27 Jul 2010 14:30:02 +0100
Subject: [rt-users] speeding up rt-shredder
References: <AANLkTinzkb3z5cs6WLJ-whnZbR0-S1msjLGuBtEmZ+AL@mail.gmail.com>
Message-ID: <ximss-9362166@frim.lboro.ac.uk>

Hi Ronald

You need to add some more indexes to a few of the tables.

this thread explains all. Think we got to a point where we could shred one 
user/ticket every 3-6 secs or so

http://lists.fsck.com/pipermail/rt-users/2009-November/062395.html

hope it helps

regards
Garry

--

Dr Garry Booth
IT Services
Loughborough University


From ronald.higgins at gmail.com  Tue Jul 27 10:45:11 2010
From: ronald.higgins at gmail.com (ronald higgins)
Date: Tue, 27 Jul 2010 16:45:11 +0200
Subject: [rt-users] speeding up rt-shredder
In-Reply-To: <ximss-9362166@frim.lboro.ac.uk>
References: <AANLkTinzkb3z5cs6WLJ-whnZbR0-S1msjLGuBtEmZ+AL@mail.gmail.com>
	<ximss-9362166@frim.lboro.ac.uk>
Message-ID: <AANLkTikNjzUbDCKY5cBXUnFP=89RYMRNudG3aUXLCA-J@mail.gmail.com>

Thanks for the link, it's helped, but hoping for more gains.

I've applied the indexes as described and edited the Record.pm and
it's knocked the deletes
down to 40 seconds per ticket. Which translates to about 115 200
records per day or a week solid
to delete my required 700 000 tickets.

Any other other ideas ?

Ronald

On Tue, Jul 27, 2010 at 3:30 PM, G.Booth <G.Booth at lboro.ac.uk> wrote:
> Hi Ronald
>
> You need to add some more indexes to a few of the tables.
>
> this thread explains all. Think we got to a point where we could shred one
> user/ticket every 3-6 secs or so
>
> http://lists.fsck.com/pipermail/rt-users/2009-November/062395.html
>
> hope it helps
>
> regards
> Garry
>
> --
>
> Dr Garry Booth
> IT Services
> Loughborough University
>


From benm at barneshc.com  Tue Jul 27 10:56:28 2010
From: benm at barneshc.com (Ben McLendon)
Date: Tue, 27 Jul 2010 09:56:28 -0500
Subject: [rt-users] Install RT on Rackspace Cloud Server
Message-ID: <F0FAEA74-00BF-4300-B921-2964C2A2310F@barneshc.com>

We've made multiple attempts to install RT on a Cloud server (Centos 5.5) hosted at Rackspace with no success.  Our plan is two fold: move our current installation from our own internal server to the hosted one, and also upgrade from 3.6.3 to the latest stable version in the process.

Any ideas on the process in broad strokes or step-by-step would be greatly appreciated.

Ben McLendon
I.T. Director
Barnes Healthcare Services

From dominic.hargreaves at oucs.ox.ac.uk  Tue Jul 27 11:05:10 2010
From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves)
Date: Tue, 27 Jul 2010 16:05:10 +0100
Subject: [rt-users] Install RT on Rackspace Cloud Server
In-Reply-To: <F0FAEA74-00BF-4300-B921-2964C2A2310F@barneshc.com>
References: <F0FAEA74-00BF-4300-B921-2964C2A2310F@barneshc.com>
Message-ID: <20100727150510.GI3992@gunboat-diplomat.oucs.ox.ac.uk>

On Tue, Jul 27, 2010 at 09:56:28AM -0500, Ben McLendon wrote:
> We've made multiple attempts to install RT on a Cloud server (Centos 5.5) hosted at Rackspace with no success.  Our plan is two fold: move our current installation from our own internal server to the hosted one, and also upgrade from 3.6.3 to the latest stable version in the process.
> 
> Any ideas on the process in broad strokes or step-by-step would be greatly appreciated.

It would be useful if you could give some idea of where you fell down
so that we can provide some specific pointers. In general, the plan
would be like something like:

* configure new installation and test with test database
...
* shut down new installation and wipe out test database
* make sure that appropriate configuration changes have been made
* rtname and organization should match old system
* shut down current installation
* dump database to a file
* load database onto new server
* run database upgrade process on new server:
  rt-setup-database --action upgrade [..]
* start up new installation

You'd want to test that whole migration cycle before trying it for real,
ensuring that you don't accidentally send out mail to real users whilst
doing that stage of testing.

This assumes that no local modifications have been made to the old
system.

-- 
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford
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From kfcrocker at lbl.gov  Tue Jul 27 11:46:55 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 27 Jul 2010 08:46:55 -0700
Subject: [rt-users] Install RT on Rackspace Cloud Server
In-Reply-To: <F0FAEA74-00BF-4300-B921-2964C2A2310F@barneshc.com>
References: <F0FAEA74-00BF-4300-B921-2964C2A2310F@barneshc.com>
Message-ID: <AANLkTik_g37VSiW=UbMzVVQZ5N-bj_4AvxB=D61q+b8Y@mail.gmail.com>

Ben,

In over 40 years in this business, I can hoestly say that the best way to
implement any plan is to "keep it simple". My advice is to upgrade first,
make sure it is working the way you expect and THEN try moving it.
Otherwise, you run the VERY REAL RISK of complicating the problems and
causes. You'll spend 3 times as much time trying to figure whether the cause
of a problem is the cloud server or the install.

Good Luck! I'd love to hear the success story.

Kenn
LBNL

On Tue, Jul 27, 2010 at 7:56 AM, Ben McLendon <benm at barneshc.com> wrote:

> We've made multiple attempts to install RT on a Cloud server (Centos 5.5)
> hosted at Rackspace with no success.  Our plan is two fold: move our current
> installation from our own internal server to the hosted one, and also
> upgrade from 3.6.3 to the latest stable version in the process.
>
> Any ideas on the process in broad strokes or step-by-step would be greatly
> appreciated.
>
> Ben McLendon
> I.T. Director
> Barnes Healthcare Services
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From mrathbone at sagonet.com  Tue Jul 27 12:00:46 2010
From: mrathbone at sagonet.com (Maxwell Rathbone)
Date: Tue, 27 Jul 2010 12:00:46 -0400
Subject: [rt-users] speeding up rt-shredder
In-Reply-To: <AANLkTikNjzUbDCKY5cBXUnFP=89RYMRNudG3aUXLCA-J@mail.gmail.com>
References: <AANLkTinzkb3z5cs6WLJ-whnZbR0-S1msjLGuBtEmZ+AL@mail.gmail.com>	<ximss-9362166@frim.lboro.ac.uk>
	<AANLkTikNjzUbDCKY5cBXUnFP=89RYMRNudG3aUXLCA-J@mail.gmail.com>
Message-ID: <4C4F02AE.3060507@sagonet.com>

  What command are you running to run shredder?

For me, the best way to speed it up, was to ensure that I was specifying 
a date range, and to break it down into chunks(like one command per month)

Max

On 7/27/2010 10:45 AM, ronald higgins wrote:
> Thanks for the link, it's helped, but hoping for more gains.
>
> I've applied the indexes as described and edited the Record.pm and
> it's knocked the deletes
> down to 40 seconds per ticket. Which translates to about 115 200
> records per day or a week solid
> to delete my required 700 000 tickets.
>
> Any other other ideas ?
>
> Ronald
>
> On Tue, Jul 27, 2010 at 3:30 PM, G.Booth<G.Booth at lboro.ac.uk>  wrote:
>> Hi Ronald
>>
>> You need to add some more indexes to a few of the tables.
>>
>> this thread explains all. Think we got to a point where we could shred one
>> user/ticket every 3-6 secs or so
>>
>> http://lists.fsck.com/pipermail/rt-users/2009-November/062395.html
>>
>> hope it helps
>>
>> regards
>> Garry
>>
>> --
>>
>> Dr Garry Booth
>> IT Services
>> Loughborough University
>>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From ronald.higgins at gmail.com  Tue Jul 27 13:04:35 2010
From: ronald.higgins at gmail.com (ronald higgins)
Date: Tue, 27 Jul 2010 19:04:35 +0200
Subject: [rt-users] speeding up rt-shredder
In-Reply-To: <4C4F02AE.3060507@sagonet.com>
References: <AANLkTinzkb3z5cs6WLJ-whnZbR0-S1msjLGuBtEmZ+AL@mail.gmail.com>
	<ximss-9362166@frim.lboro.ac.uk>
	<AANLkTikNjzUbDCKY5cBXUnFP=89RYMRNudG3aUXLCA-J@mail.gmail.com>
	<4C4F02AE.3060507@sagonet.com>
Message-ID: <AANLkTik2-xxX-3=LCGsd5z-p7ayLMoo+4GmD5EQzkRRW@mail.gmail.com>

Thanks for the response Maxwell,

So i've added in a date, but alas, still around the 40 second mark.

rt-shredder --force --plugin "Tickets=query,Subject like '%VIAGRA%'
and LastUpdated >= '2010-07-01 07:00:00' AND LastUpdated <=
'2010-07-26 07:00:00';limit,2" --sqldump
/tmp/shredder-restore-tickets.sql

SQL dump file is '/tmp/shredder-restore-tickets.sql'

[Tue Jul 27 17:00:49 2010] [info]: RT::CachedGroupMember-9874009 wiped
out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:00:49 2010] [info]: RT::Transaction-13303884 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:00:49 2010] [info]: RT::Group-6080735 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:00:49 2010] [info]: RT::Principal-6080735 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:00:56 2010] [info]: RT::CachedGroupMember-9874011 wiped
out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:00:56 2010] [info]: RT::GroupMember-3867641 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:02 2010] [info]: RT::CachedGroupMember-9874006 wiped
out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:02 2010] [info]: RT::Transaction-13303881 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:02 2010] [info]: RT::Group-6080732 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:03 2010] [info]: RT::Principal-6080732 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:09 2010] [info]: RT::CachedGroupMember-9878143 wiped
out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:09 2010] [info]: RT::GroupMember-3869201 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:16 2010] [info]: RT::CachedGroupMember-9874007 wiped
out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:16 2010] [info]: RT::Transaction-13303882 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:16 2010] [info]: RT::Group-6080733 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:16 2010] [info]: RT::Principal-6080733 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:23 2010] [info]: RT::CachedGroupMember-9874008 wiped
out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:23 2010] [info]: RT::Transaction-13303883 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:23 2010] [info]: RT::Group-6080734 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:24 2010] [info]: RT::Principal-6080734 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:24 2010] [info]: RT::Attachment-7922989 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:24 2010] [info]: RT::Transaction-13303885 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:25 2010] [info]: RT::Attachment-7922996 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:25 2010] [info]: RT::Transaction-13303897 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:25 2010] [info]: RT::Transaction-13308538 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:25 2010] [info]: RT::Transaction-13308539 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:26 2010] [info]: RT::Attachment-7925504 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:26 2010] [info]: RT::Transaction-13308542 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:26 2010] [info]: RT::Transaction-13309288 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:26 2010] [info]: RT::Ticket-1603953 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:32 2010] [info]: RT::CachedGroupMember-9874027 wiped
out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:33 2010] [info]: RT::Transaction-13303900 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:33 2010] [info]: RT::Group-6080747 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:33 2010] [info]: RT::Principal-6080747 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:40 2010] [info]: RT::CachedGroupMember-9874029 wiped
out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:40 2010] [info]: RT::GroupMember-3867647 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:46 2010] [info]: RT::CachedGroupMember-9874024 wiped
out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:46 2010] [info]: RT::Transaction-13303896 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:46 2010] [info]: RT::Group-6080744 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:46 2010] [info]: RT::Principal-6080744 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:53 2010] [info]: RT::CachedGroupMember-9874028 wiped
out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:53 2010] [info]: RT::GroupMember-3867646 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:59 2010] [info]: RT::CachedGroupMember-9874025 wiped
out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:59 2010] [info]: RT::Transaction-13303898 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:01:59 2010] [info]: RT::Group-6080745 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:02:00 2010] [info]: RT::Principal-6080745 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:02:06 2010] [info]: RT::CachedGroupMember-9874026 wiped
out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:02:06 2010] [info]: RT::Transaction-13303899 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:02:06 2010] [info]: RT::Group-6080746 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:02:07 2010] [info]: RT::Principal-6080746 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:02:07 2010] [info]: RT::Attachment-7922997 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:02:07 2010] [info]: RT::Transaction-13303901 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:02:07 2010] [info]: RT::Attachment-7923000 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:02:07 2010] [info]: RT::Transaction-13303904 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:02:08 2010] [info]: RT::Transaction-13313957 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Jul 27 17:02:08 2010] [info]: RT::Ticket-1603956 wiped out
(/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)

Guess i might just have to accept this this will be a lengthy process.


On Tue, Jul 27, 2010 at 6:00 PM, Maxwell Rathbone <mrathbone at sagonet.com> wrote:
> ?What command are you running to run shredder?
>
> For me, the best way to speed it up, was to ensure that I was specifying a
> date range, and to break it down into chunks(like one command per month)
>
> Max
>
> On 7/27/2010 10:45 AM, ronald higgins wrote:
>>
>> Thanks for the link, it's helped, but hoping for more gains.
>>
>> I've applied the indexes as described and edited the Record.pm and
>> it's knocked the deletes
>> down to 40 seconds per ticket. Which translates to about 115 200
>> records per day or a week solid
>> to delete my required 700 000 tickets.
>>
>> Any other other ideas ?
>>
>> Ronald
>>
>> On Tue, Jul 27, 2010 at 3:30 PM, G.Booth<G.Booth at lboro.ac.uk> ?wrote:
>>>
>>> Hi Ronald
>>>
>>> You need to add some more indexes to a few of the tables.
>>>
>>> this thread explains all. Think we got to a point where we could shred
>>> one
>>> user/ticket every 3-6 secs or so
>>>
>>> http://lists.fsck.com/pipermail/rt-users/2009-November/062395.html
>>>
>>> hope it helps
>>>
>>> regards
>>> Garry
>>>
>>> --
>>>
>>> Dr Garry Booth
>>> IT Services
>>> Loughborough University
>>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From joseph85750 at yahoo.com  Tue Jul 27 13:35:04 2010
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Tue, 27 Jul 2010 10:35:04 -0700 (PDT)
Subject: [rt-users] RTAddressRegexp - not clear to me
In-Reply-To: <AANLkTik2-xxX-3=LCGsd5z-p7ayLMoo+4GmD5EQzkRRW@mail.gmail.com>
Message-ID: <366045.38060.qm@web30303.mail.mud.yahoo.com>

Upon nearly completing my RT installation, and running:

# make initialize-database

I got the message:

==
[Tue Jul 27 17:12:29 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check whether each address belongs to RT or not. It is especially important to set this option if RT recieves emails on addresses that are not in the database or config. (/home/packages/rt-3.8.8/sbin/../lib/RT/Config.pm:343)
Now inserting data
Done inserting data
Done.
==
If I have 3 queues, ie:
support-help at bob.domain.com
sales-help at bob.domain.com
it-requests at bob.domain.com
Do I need to list all those addresses (and any future addresses) in that RTAddressRegexp option ?? Or is this only if I have something at (ie:) help at jack.somewhere.com forwarding to my RT system in which case I'd want to add:? help at jack.somewhere.com to the RTAddressRegexp option ?





      
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From G.Booth at lboro.ac.uk  Tue Jul 27 13:51:21 2010
From: G.Booth at lboro.ac.uk (G.Booth)
Date: Tue, 27 Jul 2010 18:51:21 +0100
Subject: [rt-users] speeding up rt-shredder
References: <AANLkTinzkb3z5cs6WLJ-whnZbR0-S1msjLGuBtEmZ+AL@mail.gmail.com>
Message-ID: <ximss-9362446@frim.lboro.ac.uk>

On Tue, 27 Jul 2010 19:04:35 +0200
  ronald higgins <ronald.higgins at gmail.com> wrote:
> Thanks for the response Maxwell,
> 
> So i've added in a date, but alas, still around the 40 
>second mark.
> 
> rt-shredder --force --plugin "Tickets=query,Subject like 
>'%VIAGRA%'
> and LastUpdated >= '2010-07-01 07:00:00' AND LastUpdated 
><=
> '2010-07-26 07:00:00';limit,2" --sqldump
> /tmp/shredder-restore-tickets.sql
> 
> SQL dump file is '/tmp/shredder-restore-tickets.sql'

Hi Ronald

We do all of our ticket shredding from one queue with the attached script. 
It might be worth running a few tests with it, to see if its the shredder 
query causing some overheads. You'll need to change the queue name from 
SPAM-Shredder to whatever you use for testing and stop it checking for 
whether the ticket is older than 7 days. Runs from /opt/rt3/local/bin

Hope its of some help. Am away from the list for 2 weeks from tomorrow, so 
good luck.

regards
Garry

--

Dr Garry Booth
IT Services
Loughborough University
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From mrathbone at sagonet.com  Tue Jul 27 13:55:47 2010
From: mrathbone at sagonet.com (Maxwell Rathbone)
Date: Tue, 27 Jul 2010 13:55:47 -0400
Subject: [rt-users] speeding up rt-shredder
In-Reply-To: <AANLkTik2-xxX-3=LCGsd5z-p7ayLMoo+4GmD5EQzkRRW@mail.gmail.com>
References: <AANLkTinzkb3z5cs6WLJ-whnZbR0-S1msjLGuBtEmZ+AL@mail.gmail.com>	<ximss-9362166@frim.lboro.ac.uk>	<AANLkTikNjzUbDCKY5cBXUnFP=89RYMRNudG3aUXLCA-J@mail.gmail.com>	<4C4F02AE.3060507@sagonet.com>
	<AANLkTik2-xxX-3=LCGsd5z-p7ayLMoo+4GmD5EQzkRRW@mail.gmail.com>
Message-ID: <4C4F1DA3.1090509@sagonet.com>

  Did you try turning off logging either through the raising of the 
LogWarn level, or through my suggested modification? I was able to see 
quite a significant difference in simply turning off output from the 
script. It is an inconvenience, but I'm willing to accept that for the 
speed difference.

Also, in general, you are doing an intensive query in your rt-shredder 
command. You may consider breaking this into two separate actions. 
First, marking all of your Subject LIKE '%VIAGRA%' tickets as deleted or 
rejected... and then use rt-shredder to delete the deleted or rejected 
tickets.  It's going to be less intensive on your database server to do 
a Status = 'Rejected' OR Status = 'Deleted' than to do a Subject LIKE 
'%VIAGRA%'.

Personally, I just have my Abuse techs mass-reject the spam we get.. 
Then me, as the admin, just regularly run rt-shredder set to shred 
deleted or rejected tickets. This has allowed us to retain the speed 
using RT & RT:IR. After two years of utilizing RT, I only had this 
realization after I made the post you were linked to. :)

Hope this helps!

Max

On 7/27/2010 1:04 PM, ronald higgins wrote:
> Thanks for the response Maxwell,
>
> So i've added in a date, but alas, still around the 40 second mark.
>
> rt-shredder --force --plugin "Tickets=query,Subject like '%VIAGRA%'
> and LastUpdated>= '2010-07-01 07:00:00' AND LastUpdated<=
> '2010-07-26 07:00:00';limit,2" --sqldump
> /tmp/shredder-restore-tickets.sql
>
> SQL dump file is '/tmp/shredder-restore-tickets.sql'
>
> [Tue Jul 27 17:00:49 2010] [info]: RT::CachedGroupMember-9874009 wiped
> out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:00:49 2010] [info]: RT::Transaction-13303884 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:00:49 2010] [info]: RT::Group-6080735 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:00:49 2010] [info]: RT::Principal-6080735 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:00:56 2010] [info]: RT::CachedGroupMember-9874011 wiped
> out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:00:56 2010] [info]: RT::GroupMember-3867641 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:02 2010] [info]: RT::CachedGroupMember-9874006 wiped
> out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:02 2010] [info]: RT::Transaction-13303881 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:02 2010] [info]: RT::Group-6080732 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:03 2010] [info]: RT::Principal-6080732 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:09 2010] [info]: RT::CachedGroupMember-9878143 wiped
> out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:09 2010] [info]: RT::GroupMember-3869201 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:16 2010] [info]: RT::CachedGroupMember-9874007 wiped
> out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:16 2010] [info]: RT::Transaction-13303882 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:16 2010] [info]: RT::Group-6080733 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:16 2010] [info]: RT::Principal-6080733 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:23 2010] [info]: RT::CachedGroupMember-9874008 wiped
> out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:23 2010] [info]: RT::Transaction-13303883 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:23 2010] [info]: RT::Group-6080734 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:24 2010] [info]: RT::Principal-6080734 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:24 2010] [info]: RT::Attachment-7922989 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:24 2010] [info]: RT::Transaction-13303885 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:25 2010] [info]: RT::Attachment-7922996 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:25 2010] [info]: RT::Transaction-13303897 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:25 2010] [info]: RT::Transaction-13308538 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:25 2010] [info]: RT::Transaction-13308539 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:26 2010] [info]: RT::Attachment-7925504 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:26 2010] [info]: RT::Transaction-13308542 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:26 2010] [info]: RT::Transaction-13309288 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:26 2010] [info]: RT::Ticket-1603953 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:32 2010] [info]: RT::CachedGroupMember-9874027 wiped
> out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:33 2010] [info]: RT::Transaction-13303900 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:33 2010] [info]: RT::Group-6080747 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:33 2010] [info]: RT::Principal-6080747 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:40 2010] [info]: RT::CachedGroupMember-9874029 wiped
> out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:40 2010] [info]: RT::GroupMember-3867647 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:46 2010] [info]: RT::CachedGroupMember-9874024 wiped
> out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:46 2010] [info]: RT::Transaction-13303896 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:46 2010] [info]: RT::Group-6080744 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:46 2010] [info]: RT::Principal-6080744 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:53 2010] [info]: RT::CachedGroupMember-9874028 wiped
> out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:53 2010] [info]: RT::GroupMember-3867646 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:59 2010] [info]: RT::CachedGroupMember-9874025 wiped
> out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:59 2010] [info]: RT::Transaction-13303898 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:01:59 2010] [info]: RT::Group-6080745 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:02:00 2010] [info]: RT::Principal-6080745 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:02:06 2010] [info]: RT::CachedGroupMember-9874026 wiped
> out (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:02:06 2010] [info]: RT::Transaction-13303899 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:02:06 2010] [info]: RT::Group-6080746 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:02:07 2010] [info]: RT::Principal-6080746 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:02:07 2010] [info]: RT::Attachment-7922997 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:02:07 2010] [info]: RT::Transaction-13303901 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:02:07 2010] [info]: RT::Attachment-7923000 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:02:07 2010] [info]: RT::Transaction-13303904 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:02:08 2010] [info]: RT::Transaction-13313957 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
> [Tue Jul 27 17:02:08 2010] [info]: RT::Ticket-1603956 wiped out
> (/root/rt-3.8.7/sbin/../lib/RT/Shredder/Record.pm:236)
>
> Guess i might just have to accept this this will be a lengthy process.
>
>
> On Tue, Jul 27, 2010 at 6:00 PM, Maxwell Rathbone<mrathbone at sagonet.com>  wrote:
>>   What command are you running to run shredder?
>>
>> For me, the best way to speed it up, was to ensure that I was specifying a
>> date range, and to break it down into chunks(like one command per month)
>>
>> Max
>>
>> On 7/27/2010 10:45 AM, ronald higgins wrote:
>>> Thanks for the link, it's helped, but hoping for more gains.
>>>
>>> I've applied the indexes as described and edited the Record.pm and
>>> it's knocked the deletes
>>> down to 40 seconds per ticket. Which translates to about 115 200
>>> records per day or a week solid
>>> to delete my required 700 000 tickets.
>>>
>>> Any other other ideas ?
>>>
>>> Ronald
>>>
>>> On Tue, Jul 27, 2010 at 3:30 PM, G.Booth<G.Booth at lboro.ac.uk>   wrote:
>>>> Hi Ronald
>>>>
>>>> You need to add some more indexes to a few of the tables.
>>>>
>>>> this thread explains all. Think we got to a point where we could shred
>>>> one
>>>> user/ticket every 3-6 secs or so
>>>>
>>>> http://lists.fsck.com/pipermail/rt-users/2009-November/062395.html
>>>>
>>>> hope it helps
>>>>
>>>> regards
>>>> Garry
>>>>
>>>> --
>>>>
>>>> Dr Garry Booth
>>>> IT Services
>>>> Loughborough University
>>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>



From mrathbone at sagonet.com  Tue Jul 27 13:58:25 2010
From: mrathbone at sagonet.com (Maxwell Rathbone)
Date: Tue, 27 Jul 2010 13:58:25 -0400
Subject: [rt-users] speeding up rt-shredder
In-Reply-To: <ximss-9362446@frim.lboro.ac.uk>
References: <AANLkTik2-xxX-3=LCGsd5z-p7ayLMoo+4GmD5EQzkRRW@mail.gmail.com>
	<ximss-9362446@frim.lboro.ac.uk>
Message-ID: <4C4F1E41.5030902@sagonet.com>

  Cool! Thanks for posting this. I'll run some benchmarks against what 
I'm using now to see if this is any faster.

Max

On 7/27/2010 1:51 PM, G.Booth wrote:
> On Tue, 27 Jul 2010 19:04:35 +0200
>    ronald higgins<ronald.higgins at gmail.com>  wrote:
>> Thanks for the response Maxwell,
>>
>> So i've added in a date, but alas, still around the 40
>> second mark.
>>
>> rt-shredder --force --plugin "Tickets=query,Subject like
>> '%VIAGRA%'
>> and LastUpdated>= '2010-07-01 07:00:00' AND LastUpdated
>> <=
>> '2010-07-26 07:00:00';limit,2" --sqldump
>> /tmp/shredder-restore-tickets.sql
>>
>> SQL dump file is '/tmp/shredder-restore-tickets.sql'
> Hi Ronald
>
> We do all of our ticket shredding from one queue with the attached script.
> It might be worth running a few tests with it, to see if its the shredder
> query causing some overheads. You'll need to change the queue name from
> SPAM-Shredder to whatever you use for testing and stop it checking for
> whether the ticket is older than 7 days. Runs from /opt/rt3/local/bin
>
> Hope its of some help. Am away from the list for 2 weeks from tomorrow, so
> good luck.
>
> regards
> Garry
>
> --
>
> Dr Garry Booth
> IT Services
> Loughborough University



From mike.johnson at nosm.ca  Tue Jul 27 13:56:47 2010
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Tue, 27 Jul 2010 13:56:47 -0400
Subject: [rt-users] RTAddressRegexp - not clear to me
In-Reply-To: <366045.38060.qm@web30303.mail.mud.yahoo.com>
References: <AANLkTik2-xxX-3=LCGsd5z-p7ayLMoo+4GmD5EQzkRRW@mail.gmail.com>
	<366045.38060.qm@web30303.mail.mud.yahoo.com>
Message-ID: <AANLkTinyRm25=WZJhbccdc_6_r9aW43FGeAO6kLj6bVv@mail.gmail.com>

You need to include both, the queue email addresses, AND anything that
forwards email to RT.

That setting prevents RT from sending emails that will "loop" infinitely in
your system.

For example.

RT is setup with the basic autoreply, and reply on correspondence etc.

RT has 2 queues, support at here.com goes to general, and it at here.com goes to
IT queue.

If it at here.com emails support at here.com the general queue will autoreply to
it at here.com which will create a ticket and autoreply to
support at here.comwhich will create a ticket and auto-reply to
it at here.com etc etc etc....

Big loop, never ending, blow up RT :P

If you set the regular expression to support at here.com when RT emails out,
it'll filter any emails going to support at here.com.  This will ensure no loop
happens.

SO to recap, RTAddressRegexp has to be a regular expression that ALL email
addresses that send stuff to RT will validate through.

Hope this helps!
Mike.

On Tue, Jul 27, 2010 at 1:35 PM, Joseph Spenner <joseph85750 at yahoo.com>wrote:

>   Upon nearly completing my RT installation, and running:
>
> # make initialize-database
>
> I got the message:
>
> ==
> [Tue Jul 27 17:12:29 2010] [error]: The RTAddressRegexp option is not set
> in the config. Not setting this option results in additional SQL queries to
> check whether each address belongs to RT or not. It is especially important
> to set this option if RT recieves emails on addresses that are not in the
> database or config. (/home/packages/rt-3.8.8/sbin/../lib/RT/Config.pm:343)
> Now inserting data
> Done inserting data
> Done.
> ==
> If I have 3 queues, ie:
> support-help at bob.domain.com
> sales-help at bob.domain.com
> it-requests at bob.domain.com
> Do I need to list all those addresses (and any future addresses) in that
> RTAddressRegexp option ?  Or is this only if I have something at (ie:)
> help at jack.somewhere.com forwarding to my RT system in which case I'd want
> to add:  help at jack.somewhere.com to the RTAddressRegexp option ?
>
>
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
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 nosm.ca
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From G.Booth at lboro.ac.uk  Tue Jul 27 14:18:49 2010
From: G.Booth at lboro.ac.uk (G.Booth)
Date: Tue, 27 Jul 2010 19:18:49 +0100
Subject: [rt-users] speeding up rt-shredder
References: <AANLkTik2-xxX-3=LCGsd5z-p7ayLMoo+4GmD5EQzkRRW@mail.gmail.com>
Message-ID: <ximss-9362898@frim.lboro.ac.uk>

On Tue, 27 Jul 2010 13:58:25 -0400
  Maxwell Rathbone <mrathbone at sagonet.com> wrote:
>  Cool! Thanks for posting this. I'll run some benchmarks 
>against what 
> I'm using now to see if this is any faster.
> 
> Max

Hi Max

One note for you and ronald, the script doesnt do the sql dump, so there's 
no way to get your stuff back apart from backup. Saves time, but loses a 
safety feature (hence the 7 day delay). Good luck with your tests

Garry


From kfcrocker at lbl.gov  Tue Jul 27 14:30:27 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 27 Jul 2010 11:30:27 -0700
Subject: [rt-users] Date format RT 3.8.8
In-Reply-To: <0E7D1101C98E914EB3838D4B424F518F0123B2B6@ARESEXCH.rtsi.ch>
References: <AcstWC3QQtO424YsQ0Sh06KpVRgrnw==>
	<0E7D1101C98E914EB3838D4B424F518F0123B2B6@ARESEXCH.rtsi.ch>
Message-ID: <AANLkTikTRb=WqCjAmAJ6o0xz+cD9B40cQdJd+CU2JHX=@mail.gmail.com>

Induni,

We do this:

*Set($DateTimeFormat, {Format => 'LocalizedDate', Time => 0,});  # Drops
time from display*


Try that and set what happens.


Kenn

LBNL
**


On Mon, Jul 26, 2010 at 11:51 PM, Induni Marco <Marco.Induni at rsi.ch> wrote:

> Hi all,
> I'm running RT 3.8.8 and I wonder if is it possible to customize the
> date format.
> In Preferences/Locale I can choose many date formats, but there isn't a
> short date (ie without time for example).
>
> Is it possible to add customized date format ?
>
> Many thank's
>
> Marco Induni
>
>
> ******************************************************
>
> Visit: http://www.rsi.ch
>
> This email and any files transmitted with it are confidential and intended
> solely for the use of the individual or entity to whom they are addressed.
> If you have received this email in error please notify postmaster at rsi.ch
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From michael at tradepage.co.za  Tue Jul 27 14:31:08 2010
From: michael at tradepage.co.za (Michael da Silva Pereira)
Date: Tue, 27 Jul 2010 20:31:08 +0200 (SAST)
Subject: [rt-users] Import tickets from a legacy ticket system into RT
Message-ID: <1280255468.701526190@192.168.2.230>

Hi There,

I'm sure this question has come and gone hundreds of time, I'm trying to import tickets from a old ticket system (very basic, and not RT).

I have searched and found 2 scripts which apparently will import the tickets.
http://wiki.bestpractical.com/view/ConvertLegacyToRt

There is nothing about the structure of the input file needed, so I have no clue how to feed the script my tickets from a db.

Any assistance would be appreciated.

Thanks,
Michael




From ronald.higgins at gmail.com  Tue Jul 27 14:33:03 2010
From: ronald.higgins at gmail.com (ronald higgins)
Date: Tue, 27 Jul 2010 20:33:03 +0200
Subject: [rt-users] speeding up rt-shredder
In-Reply-To: <ximss-9362898@frim.lboro.ac.uk>
References: <AANLkTik2-xxX-3=LCGsd5z-p7ayLMoo+4GmD5EQzkRRW@mail.gmail.com>
	<ximss-9362446@frim.lboro.ac.uk> <4C4F1E41.5030902@sagonet.com>
	<ximss-9362898@frim.lboro.ac.uk>
Message-ID: <AANLkTimMEBkU3yXX5EPzDdSZXBfavAKge=hp2omKY6f-@mail.gmail.com>

Thanks for the script Garry :)

Unfortunately it's pretty much the same, every delete taking about 40
seconds, so it doesnt look like adding the SQL logging in is adding
any overhead :( pitty.

On Tue, Jul 27, 2010 at 8:18 PM, G.Booth <G.Booth at lboro.ac.uk> wrote:
> On Tue, 27 Jul 2010 13:58:25 -0400
> ?Maxwell Rathbone <mrathbone at sagonet.com> wrote:
>>
>> ?Cool! Thanks for posting this. I'll run some benchmarks against what I'm
>> using now to see if this is any faster.
>>
>> Max
>
> Hi Max
>
> One note for you and ronald, the script doesnt do the sql dump, so there's
> no way to get your stuff back apart from backup. Saves time, but loses a
> safety feature (hence the 7 day delay). Good luck with your tests
>
> Garry
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From benm at barneshc.com  Tue Jul 27 14:42:14 2010
From: benm at barneshc.com (Ben McLendon)
Date: Tue, 27 Jul 2010 13:42:14 -0500
Subject: [rt-users] Install RT on Rackspace Cloud Server
In-Reply-To: <20100727150510.GI3992@gunboat-diplomat.oucs.ox.ac.uk>
References: <F0FAEA74-00BF-4300-B921-2964C2A2310F@barneshc.com>
	<20100727150510.GI3992@gunboat-diplomat.oucs.ox.ac.uk>
Message-ID: <4FA37066-C2D8-4240-A33D-E884EFE529A9@barneshc.com>

Good news!

Using the procedure located HERE<http://www.ptitov.net/2008/07/request-tracker-installation-o.html> I was successful in getting a bare install of RT 3.8.8 up and running on the Rackspace CloudServer.

Doing a bit of testing/tweaking now...  I'll get a image of the build so far and then try the data migration.

-=BEN=-

On Jul 27, 2010, at 11:05 AM, Dominic Hargreaves wrote:

On Tue, Jul 27, 2010 at 09:56:28AM -0500, Ben McLendon wrote:
We've made multiple attempts to install RT on a Cloud server (Centos 5.5) hosted at Rackspace with no success.  Our plan is two fold: move our current installation from our own internal server to the hosted one, and also upgrade from 3.6.3 to the latest stable version in the process.

Any ideas on the process in broad strokes or step-by-step would be greatly appreciated.

It would be useful if you could give some idea of where you fell down
so that we can provide some specific pointers. In general, the plan
would be like something like:

* configure new installation and test with test database
...
* shut down new installation and wipe out test database
* make sure that appropriate configuration changes have been made
* rtname and organization should match old system
* shut down current installation
* dump database to a file
* load database onto new server
* run database upgrade process on new server:
 rt-setup-database --action upgrade [..]
* start up new installation

You'd want to test that whole migration cycle before trying it for real,
ensuring that you don't accidentally send out mail to real users whilst
doing that stage of testing.

This assumes that no local modifications have been made to the old
system.

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

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From mike.johnson at nosm.ca  Tue Jul 27 14:47:43 2010
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Tue, 27 Jul 2010 14:47:43 -0400
Subject: [rt-users] ExternalAuth - process to give privleged users access
Message-ID: <AANLkTimwjFmJkkvjvVw1fxrqczAVbLQ2i+gexEhb_b73@mail.gmail.com>

Greetings all,

This is more of a process question to those that are using ExternalAuth with
their LDAP, and needing to assign Group permissions within RT.

How do you go about doing this?  As of right now, the only way I can see, is
making the end-user login once so they exist in RT for me to be able to
assign permissions to that user.

Is there a way that user can exist BEFORE they login using ExternalAuth and
Auto create privleged?

-- 
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 nosm.ca
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From alexsm at gmail.com  Tue Jul 27 15:08:32 2010
From: alexsm at gmail.com (Alex Moura)
Date: Tue, 27 Jul 2010 16:08:32 -0300
Subject: [rt-users] Install RT on Rackspace Cloud Server
In-Reply-To: <4FA37066-C2D8-4240-A33D-E884EFE529A9@barneshc.com>
References: <F0FAEA74-00BF-4300-B921-2964C2A2310F@barneshc.com> 
	<20100727150510.GI3992@gunboat-diplomat.oucs.ox.ac.uk>
	<4FA37066-C2D8-4240-A33D-E884EFE529A9@barneshc.com>
Message-ID: <AANLkTi=XECvUTKfNDyo3UsHhhdUZXFHcKbgO4vGMqa6E@mail.gmail.com>

As Dominic and Kenneth pointed out, the planning should be simple but
carefully crafted.

Basically, having a new RT server installation, configured, tested and
running and a DB dump / restore will do the trick.

I only missed tips regarding special attention to the DNS / MX part of the
solution.

As you will be changing RT servers, it is important to include the MX
changes in the appropriate steps of the plan, both for testing and also for
entering in production. You may receive mail that can open new tickets
during testing, and you will have extra work to fix the mess or else opt -
if you can - to loose/ignore those tickets.

[]'s,
Alex
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From G.Booth at lboro.ac.uk  Tue Jul 27 15:20:41 2010
From: G.Booth at lboro.ac.uk (G.Booth)
Date: Tue, 27 Jul 2010 20:20:41 +0100
Subject: [rt-users] speeding up rt-shredder
References: <AANLkTik2-xxX-3=LCGsd5z-p7ayLMoo+4GmD5EQzkRRW@mail.gmail.com>
Message-ID: <ximss-9362942@frim.lboro.ac.uk>

On Tue, 27 Jul 2010 20:33:03 +0200
  ronald higgins <ronald.higgins at gmail.com> wrote:
> Thanks for the script Garry :)
> 
> Unfortunately it's pretty much the same, every delete 
>taking about 40
> seconds, so it doesnt look like adding the SQL logging 
>in is adding
> any overhead :( pitty.

OK, so that rules out overhead on the shredder. How big is your database and 
how many tickets are in your system? Im happy to benchmark what the script 
does on my RT compared to yours and see where we go.
I can send you my pride and joy, which removes users that send spam, this 
combined with removing tickets should shrink your DB and may make life 
easier - hopefully you'll have a slow, one off, hit and then a manageable 
shred!
You might also want to look at dealing with v large attachments.

Off on hols now. Back 11th Aug - drop me a line if you dont get anywhere 
g.booth at lboro.ac.uk.

Ditto the above, Max

regards
Garry


From vadud3 at gmail.com  Tue Jul 27 15:20:09 2010
From: vadud3 at gmail.com (Asif Iqbal)
Date: Tue, 27 Jul 2010 15:20:09 -0400
Subject: [rt-users] Install RT on Rackspace Cloud Server
In-Reply-To: <AANLkTi=XECvUTKfNDyo3UsHhhdUZXFHcKbgO4vGMqa6E@mail.gmail.com>
References: <F0FAEA74-00BF-4300-B921-2964C2A2310F@barneshc.com> 
	<20100727150510.GI3992@gunboat-diplomat.oucs.ox.ac.uk>
	<4FA37066-C2D8-4240-A33D-E884EFE529A9@barneshc.com> 
	<AANLkTi=XECvUTKfNDyo3UsHhhdUZXFHcKbgO4vGMqa6E@mail.gmail.com>
Message-ID: <AANLkTi=g32zMBmVxjcBnhpi8PHiXa40FVB8GnCYTu+ad@mail.gmail.com>

On Tue, Jul 27, 2010 at 3:08 PM, Alex Moura <alexsm at gmail.com> wrote:
> As?Dominic and Kenneth pointed out, the planning should be simple but
> carefully crafted.
> Basically, having a new RT server installation, configured, tested and
> running and a DB dump / restore will do the trick.
> I only missed tips regarding special attention to the DNS / MX part of the
> solution.
> As you will be changing RT servers, it is important to include the MX
> changes?in the appropriate steps of?the plan, both for testing and also for
> entering in production. You may receive mail that can open new tickets
> during testing, and you will have extra work to fix the mess or else opt -
> if you can - to loose/ignore those tickets.

with qmail we have it setup like this

#cat ~alias/.qmail-help
|/opt/rt3/bin/rt-mailgate --queue help --action correspond --url
https://rt.example.net 2>/dev/null || exit 111

so its a temporary failure signal to the sender's relay/smtp server.
that means the mail won't be lost, it will re-attempt at a later time
automatically

this will allow you to keep the RT down for long time.

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



-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?


From ronald.higgins at gmail.com  Tue Jul 27 15:28:37 2010
From: ronald.higgins at gmail.com (ronald higgins)
Date: Tue, 27 Jul 2010 21:28:37 +0200
Subject: [rt-users] speeding up rt-shredder
In-Reply-To: <ximss-9362942@frim.lboro.ac.uk>
References: <AANLkTik2-xxX-3=LCGsd5z-p7ayLMoo+4GmD5EQzkRRW@mail.gmail.com>
	<ximss-9362446@frim.lboro.ac.uk> <4C4F1E41.5030902@sagonet.com>
	<ximss-9362898@frim.lboro.ac.uk>
	<AANLkTimMEBkU3yXX5EPzDdSZXBfavAKge=hp2omKY6f-@mail.gmail.com>
	<ximss-9362942@frim.lboro.ac.uk>
Message-ID: <AANLkTikM1rbXPo52xG=0SMa2zAGA8L_NVTwtg=NTCAEi@mail.gmail.com>

Hi Garry,

The RT DB is currently 215GB in size, 1.5 Million Tickets (Attachments
table has 7 million entries).
Yes, this badboy is what I inherited with the new job. I've already
built another MySQL DB with the tables partitioned intended for
eventual cut over
but the last few days have seen the current prod db taking a hit
performance wise which is when i really started digging through the
tickets looking for a stop gap until we can cut over, and i'm sure
cutting the Tickets down by 700 000 will make a difference.

By all means, send it :) All tools of the trade are always gladly received :)


On Tue, Jul 27, 2010 at 9:20 PM, G.Booth <G.Booth at lboro.ac.uk> wrote:
> On Tue, 27 Jul 2010 20:33:03 +0200
> ?ronald higgins <ronald.higgins at gmail.com> wrote:
>>
>> Thanks for the script Garry :)
>>
>> Unfortunately it's pretty much the same, every delete taking about 40
>> seconds, so it doesnt look like adding the SQL logging in is adding
>> any overhead :( pitty.
>
> OK, so that rules out overhead on the shredder. How big is your database and
> how many tickets are in your system? Im happy to benchmark what the script
> does on my RT compared to yours and see where we go.
> I can send you my pride and joy, which removes users that send spam, this
> combined with removing tickets should shrink your DB and may make life
> easier - hopefully you'll have a slow, one off, hit and then a manageable
> shred!
> You might also want to look at dealing with v large attachments.
>
> Off on hols now. Back 11th Aug - drop me a line if you dont get anywhere
> g.booth at lboro.ac.uk.
>
> Ditto the above, Max
>
> regards
> Garry
>


From G.Booth at lboro.ac.uk  Tue Jul 27 15:54:26 2010
From: G.Booth at lboro.ac.uk (G.Booth)
Date: Tue, 27 Jul 2010 20:54:26 +0100
Subject: [rt-users] speeding up rt-shredder
References: <AANLkTik2-xxX-3=LCGsd5z-p7ayLMoo+4GmD5EQzkRRW@mail.gmail.com>
Message-ID: <ximss-9362959@frim.lboro.ac.uk>

On Tue, 27 Jul 2010 21:28:37 +0200
  ronald higgins <ronald.higgins at gmail.com> wrote:
> Hi Garry,
> 
> The RT DB is currently 215GB in size, 1.5 Million 
>Tickets (Attachments
> table has 7 million entries).
> Yes, this badboy is what I inherited with the new job. 
>I've already
> built another MySQL DB with the tables partitioned 
>intended for
> eventual cut over
> but the last few days have seen the current prod db 
>taking a hit
> performance wise which is when i really started digging 
>through the
> tickets looking for a stop gap until we can cut over, 
>and i'm sure
> cutting the Tickets down by 700 000 will make a 
>difference.
> 
> By all means, send it :) All tools of the trade are 
>always gladly received :)

OMFG!
Mine is 4GB, 150000 tickets, so it looks like you've got some big 
attachments!

Think this will be painful!
will send script with explanation when I get back.
I'd seriously look at the attachments table as my RT is 10% of yours in 
tickets, but only 2% the size.

Can you zap attachments above 1Gb?


regards
Garry


From csabbar at carthage.edu  Tue Jul 27 16:00:40 2010
From: csabbar at carthage.edu (Carol Sabbar)
Date: Tue, 27 Jul 2010 15:00:40 -0500
Subject: [rt-users] Import users into RT
Message-ID: <AANLkTi=rRCC7EM6Nfe0tZ3HpETi_18qMW3vVQLk0Lh=k@mail.gmail.com>

I'd like to import users into Request Tracker from a CSV or similar file.  I
found some info on gossamer, but not enough to get a working solution.  Any
really practical solutions are really appreciated.

-- 
Carol Sabbar
Director of Information Services
Carthage College
csabbar at carthage.edu
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From vadud3 at gmail.com  Tue Jul 27 16:08:52 2010
From: vadud3 at gmail.com (Asif Iqbal)
Date: Tue, 27 Jul 2010 16:08:52 -0400
Subject: [rt-users] speeding up rt-shredder
In-Reply-To: <ximss-9362959@frim.lboro.ac.uk>
References: <AANLkTik2-xxX-3=LCGsd5z-p7ayLMoo+4GmD5EQzkRRW@mail.gmail.com> 
	<ximss-9362446@frim.lboro.ac.uk> <4C4F1E41.5030902@sagonet.com> 
	<ximss-9362898@frim.lboro.ac.uk>
	<AANLkTimMEBkU3yXX5EPzDdSZXBfavAKge=hp2omKY6f-@mail.gmail.com> 
	<ximss-9362942@frim.lboro.ac.uk>
	<AANLkTikM1rbXPo52xG=0SMa2zAGA8L_NVTwtg=NTCAEi@mail.gmail.com> 
	<ximss-9362959@frim.lboro.ac.uk>
Message-ID: <AANLkTimTS57zVM1ZuXJ019QD=43cW0zZAGLtX_U+ubyj@mail.gmail.com>

On Tue, Jul 27, 2010 at 3:54 PM, G.Booth <G.Booth at lboro.ac.uk> wrote:
> On Tue, 27 Jul 2010 21:28:37 +0200
> ?ronald higgins <ronald.higgins at gmail.com> wrote:
>>
>> Hi Garry,
>>
>> The RT DB is currently 215GB in size, 1.5 Million Tickets (Attachments
>> table has 7 million entries).
>> Yes, this badboy is what I inherited with the new job. I've already
>> built another MySQL DB with the tables partitioned intended for
>> eventual cut over
>> but the last few days have seen the current prod db taking a hit
>> performance wise which is when i really started digging through the
>> tickets looking for a stop gap until we can cut over, and i'm sure
>> cutting the Tickets down by 700 000 will make a difference.
>>
>> By all means, send it :) All tools of the trade are always gladly received
>> :)
>
> OMFG!
> Mine is 4GB, 150000 tickets, so it looks like you've got some big
> attachments!
>
> Think this will be painful!
> will send script with explanation when I get back.
> I'd seriously look at the attachments table as my RT is 10% of yours in
> tickets, but only 2% the size.
>
> Can you zap attachments above 1Gb?

would be nice if the attachments could be converted to link.
we have a ftp server in same network  that has lots of space.

Anyone has done anything like this?

If you reply please change the subject too.

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



-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?


From G.Booth at lboro.ac.uk  Tue Jul 27 16:16:42 2010
From: G.Booth at lboro.ac.uk (G.Booth)
Date: Tue, 27 Jul 2010 21:16:42 +0100
Subject: [rt-users] speeding up rt-shredder
References: <AANLkTik2-xxX-3=LCGsd5z-p7ayLMoo+4GmD5EQzkRRW@mail.gmail.com>
Message-ID: <ximss-9362988@frim.lboro.ac.uk>

Hi Ronald
what do you use as the mail server for your rt

we have exim and can set max packet allowed to whatever. Id have a quick 
check if you're allowing anything over stupid - stomp on it

Doesnt solve your current problem, but may fix it in future

regards
Garry


From ronald.higgins at gmail.com  Tue Jul 27 16:28:51 2010
From: ronald.higgins at gmail.com (ronald higgins)
Date: Tue, 27 Jul 2010 22:28:51 +0200
Subject: [rt-users] speeding up rt-shredder
In-Reply-To: <ximss-9362988@frim.lboro.ac.uk>
References: <AANLkTik2-xxX-3=LCGsd5z-p7ayLMoo+4GmD5EQzkRRW@mail.gmail.com>
	<ximss-9362446@frim.lboro.ac.uk> <4C4F1E41.5030902@sagonet.com>
	<ximss-9362898@frim.lboro.ac.uk>
	<AANLkTimMEBkU3yXX5EPzDdSZXBfavAKge=hp2omKY6f-@mail.gmail.com>
	<ximss-9362942@frim.lboro.ac.uk>
	<AANLkTikM1rbXPo52xG=0SMa2zAGA8L_NVTwtg=NTCAEi@mail.gmail.com>
	<ximss-9362988@frim.lboro.ac.uk>
Message-ID: <AANLkTim9vL8aTgRSeoXe-XEjLsdxAn7GD=X9_sP+mhkG@mail.gmail.com>

OMFG indeed :)

I'm use to working with much smaller DB's, this has been a challenge
to say the least.

We're using sendmail for RT, but RT itself is sitting behind
MailMarshall & Exchange and
i believe the MS Admins have set a max message of 10MB so should be good.

On Tue, Jul 27, 2010 at 10:16 PM, G.Booth <G.Booth at lboro.ac.uk> wrote:
> Hi Ronald
> what do you use as the mail server for your rt
>
> we have exim and can set max packet allowed to whatever. Id have a quick
> check if you're allowing anything over stupid - stomp on it
>
> Doesnt solve your current problem, but may fix it in future
>
> regards
> Garry
>


From joseph85750 at yahoo.com  Tue Jul 27 16:29:03 2010
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Tue, 27 Jul 2010 13:29:03 -0700 (PDT)
Subject: [rt-users] RTAddressRegexp - not clear to me
In-Reply-To: <AANLkTinyRm25=WZJhbccdc_6_r9aW43FGeAO6kLj6bVv@mail.gmail.com>
Message-ID: <151147.20974.qm@web30304.mail.mud.yahoo.com>



--- On Tue, 7/27/10, Mike Johnson <mike.johnson at nosm.ca> wrote:

You need to include both, the queue email addresses, AND anything that forwards email to RT.
?
That setting prevents RT from sending emails that will "loop" infinitely in your system.
?
For example.
?
RT is setup with the basic autoreply, and reply on correspondence etc.
?
RT has 2 queues, support at here.com goes to general, and it at here.com goes to IT queue.
?
If it at here.com emails support at here.com the general queue will autoreply to it at here.com which will create a ticket and autoreply to support at here.com which will create a ticket and auto-reply to it at here.com etc etc etc....

?
Big loop, never ending, blow up RT :P
?
If you set the regular expression to support at here.com when RT emails out, it'll filter any emails going to support at here.com.? This will ensure no loop happens.

?
SO to recap, RTAddressRegexp has to be a regular expression that ALL email addresses that send stuff to RT will validate through.
?
Hope this helps!
Mike.


On Tue, Jul 27, 2010 at 1:35 PM, Joseph Spenner <joseph85750 at yahoo.com> wrote:





Upon nearly completing my RT installation, and running:

# make initialize-database

I got the message:

==
[Tue Jul 27 17:12:29 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check whether each address belongs to RT or not. It is especially important to set this option if RT recieves emails on addresses that are not in the database or config. (/home/packages/rt-3.8.8/sbin/../lib/RT/Config.pm:343)

Now inserting data
Done inserting data
Done.
==
If I have 3 queues, ie:
support-help at bob.domain.com
sales-help at bob.domain.com

it-requests at bob.domain.com
Do I need to list all those addresses (and any future addresses) in that RTAddressRegexp option ?? Or is this only if I have something at (ie:) help at jack.somewhere.com forwarding to my RT system in which case I'd want to add:? help at jack.somewhere.com to the RTAddressRegexp option ?




So this 'loop' should only occur if:

1) auto respond/reply is enabled for the queue defined in the scrips
2) somehow, an RT queue address (with auto reply enabled) somehow gets included into another queues ticket

?

Is this potential something new?? I've been using RT2 since about 2001 and never seen this happen.? Or is it just a safeguard?




      
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From mrathbone at sagonet.com  Tue Jul 27 16:33:25 2010
From: mrathbone at sagonet.com (Maxwell Rathbone)
Date: Tue, 27 Jul 2010 16:33:25 -0400
Subject: [rt-users] speeding up rt-shredder
In-Reply-To: <AANLkTimTS57zVM1ZuXJ019QD=43cW0zZAGLtX_U+ubyj@mail.gmail.com>
References: <AANLkTik2-xxX-3=LCGsd5z-p7ayLMoo+4GmD5EQzkRRW@mail.gmail.com>
	<ximss-9362446@frim.lboro.ac.uk> <4C4F1E41.5030902@sagonet.com>
	<ximss-9362898@frim.lboro.ac.uk>	<AANLkTimMEBkU3yXX5EPzDdSZXBfavAKge=hp2omKY6f-@mail.gmail.com>
	<ximss-9362942@frim.lboro.ac.uk>	<AANLkTikM1rbXPo52xG=0SMa2zAGA8L_NVTwtg=NTCAEi@mail.gmail.com>
	<ximss-9362959@frim.lboro.ac.uk>
	<AANLkTimTS57zVM1ZuXJ019QD=43cW0zZAGLtX_U+ubyj@mail.gmail.com>
Message-ID: <4C4F4295.8000202@sagonet.com>

  I'd love the ability to export the attachments and store them on the 
filesystem instead of in the database. Would certainly cut down the 
database size!

I did find this, if it helps anyone:
http://github.com/bestpractical/rt-extension-utils/blob/master/sbin/rt-extract-attachment

This allows the extraction or exporting of the attachments. However that 
still doesn't solve the problem of the attachment being in the database, 
or how to reference it from the ticket.

I read on this mailing list on 4/29, regarding "Attachments on disk?":
Hi Thierry,
there is a addon bps wrote but it is not available public at the moment. 
Hopefully Jesse will push it out some day.

Torsten

So as it stands, it appears there still is no method of doing this. So 
if anyone succeeds in writing a patch, please share it!

Max

On 7/27/2010 4:08 PM, Asif Iqbal wrote:
> On Tue, Jul 27, 2010 at 3:54 PM, G.Booth<G.Booth at lboro.ac.uk>  wrote:
>> On Tue, 27 Jul 2010 21:28:37 +0200
>>   ronald higgins<ronald.higgins at gmail.com>  wrote:
>>> Hi Garry,
>>>
>>> The RT DB is currently 215GB in size, 1.5 Million Tickets (Attachments
>>> table has 7 million entries).
>>> Yes, this badboy is what I inherited with the new job. I've already
>>> built another MySQL DB with the tables partitioned intended for
>>> eventual cut over
>>> but the last few days have seen the current prod db taking a hit
>>> performance wise which is when i really started digging through the
>>> tickets looking for a stop gap until we can cut over, and i'm sure
>>> cutting the Tickets down by 700 000 will make a difference.
>>>
>>> By all means, send it :) All tools of the trade are always gladly received
>>> :)
>> OMFG!
>> Mine is 4GB, 150000 tickets, so it looks like you've got some big
>> attachments!
>>
>> Think this will be painful!
>> will send script with explanation when I get back.
>> I'd seriously look at the attachments table as my RT is 10% of yours in
>> tickets, but only 2% the size.
>>
>> Can you zap attachments above 1Gb?
> would be nice if the attachments could be converted to link.
> we have a ftp server in same network  that has lots of space.
>
> Anyone has done anything like this?
>
> If you reply please change the subject too.
>
>>
>> regards
>> Garry
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>



From G.Booth at lboro.ac.uk  Tue Jul 27 16:35:32 2010
From: G.Booth at lboro.ac.uk (G.Booth)
Date: Tue, 27 Jul 2010 21:35:32 +0100
Subject: [rt-users] speeding up rt-shredder
References: <AANLkTik2-xxX-3=LCGsd5z-p7ayLMoo+4GmD5EQzkRRW@mail.gmail.com>
Message-ID: <ximss-9362986@frim.lboro.ac.uk>

On Tue, 27 Jul 2010 22:28:51 +0200
  ronald higgins <ronald.higgins at gmail.com> wrote:
> OMFG indeed :)
> 
> I'm use to working with much smaller DB's, this has been 
>a challenge
> to say the least.
> 
> We're using sendmail for RT, but RT itself is sitting 
>behind
> MailMarshall & Exchange and
> i believe the MS Admins have set a max message of 10MB 
>so should be good.

ok are you allowing html email or outlook rtf? in RT_SiteConfig.pm

also this doesnt stop priv users doing whatever they like via the web UI. 
we've had support teams adding huge iso files to tickets.

shall we go off list, so as not to spam it?


regards
Garry


From mike.johnson at nosm.ca  Tue Jul 27 16:35:39 2010
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Tue, 27 Jul 2010 16:35:39 -0400
Subject: [rt-users] RTAddressRegexp - not clear to me
In-Reply-To: <151147.20974.qm@web30304.mail.mud.yahoo.com>
References: <AANLkTinyRm25=WZJhbccdc_6_r9aW43FGeAO6kLj6bVv@mail.gmail.com>
	<151147.20974.qm@web30304.mail.mud.yahoo.com>
Message-ID: <AANLkTimhSypOqbUSgMytvq5gySVt955zNfB8c4+SdL5Z@mail.gmail.com>

It's really a safeguard, because not everyone that uses your RT instance is
"smart" enough to prevent loops from happening.

And my example showed 2 queues... but you only need email address and a
"goofy" user for a loop to happen that will cripple the system.

I've had end-users reply to an email coming from <Mike Johnson via RT>(which
the Reply-To: on those emails is helpdesk at nosm.ca) and cc helpdesk at nosm.ca.

If you use the ParseNewMessageForTicketCcs, the above can become quite
troublesome without RTAddressRegexp, as it would append helpdesk at nosm.ca as
a Cc email address, which would then email out to helpdesk at nosm.ca whenever
you do correspondence that a Cc would see...

Hope that helps!
Mike.

On Tue, Jul 27, 2010 at 4:29 PM, Joseph Spenner <joseph85750 at yahoo.com>wrote:

>
>
> --- On *Tue, 7/27/10, Mike Johnson <mike.johnson at nosm.ca>* wrote:
>
>
>  You need to include both, the queue email addresses, AND anything that
> forwards email to RT.
>
> That setting prevents RT from sending emails that will "loop" infinitely in
> your system.
>
> For example.
>
> RT is setup with the basic autoreply, and reply on correspondence etc.
>
> RT has 2 queues, support at here.com <http://mc/compose?to=support at here.com>goes to general, and
> it at here.com <http://mc/compose?to=it at here.com> goes to IT queue.
>
> If it at here.com <http://mc/compose?to=it at here.com> emails support at here.com<http://mc/compose?to=support at here.com>the general queue will autoreply to
> it at here.com <http://mc/compose?to=it at here.com> which will create a ticket
> and autoreply to support at here.com <http://mc/compose?to=support at here.com>which will create a ticket and auto-reply to
> it at here.com <http://mc/compose?to=it at here.com> etc etc etc....
>
> Big loop, never ending, blow up RT :P
>
> If you set the regular expression to support at here.com<http://mc/compose?to=support at here.com>when RT emails out, it'll filter any emails going to
> support at here.com <http://mc/compose?to=support at here.com>.  This will
> ensure no loop happens.
>
> SO to recap, RTAddressRegexp has to be a regular expression that ALL email
> addresses that send stuff to RT will validate through.
>
> Hope this helps!
> Mike.
>
> On Tue, Jul 27, 2010 at 1:35 PM, Joseph Spenner <joseph85750 at yahoo.com<http://mc/compose?to=joseph85750 at yahoo.com>
> > wrote:
>
>   Upon nearly completing my RT installation, and running:
>
> # make initialize-database
>
> I got the message:
>
> ==
> [Tue Jul 27 17:12:29 2010] [error]: The RTAddressRegexp option is not set
> in the config. Not setting this option results in additional SQL queries to
> check whether each address belongs to RT or not. It is especially important
> to set this option if RT recieves emails on addresses that are not in the
> database or config. (/home/packages/rt-3.8.8/sbin/../lib/RT/Config.pm:343)
> Now inserting data
> Done inserting data
> Done.
> ==
> If I have 3 queues, ie:
> support-help at bob.domain.com<http://mc/compose?to=support-help at bob.domain.com>
> sales-help at bob.domain.com <http://mc/compose?to=sales-help at bob.domain.com>
> it-requests at bob.domain.com<http://mc/compose?to=it-requests at bob.domain.com>
> Do I need to list all those addresses (and any future addresses) in that
> RTAddressRegexp option ?  Or is this only if I have something at (ie:)
> help at jack.somewhere.com <http://mc/compose?to=help at jack.somewhere.com>forwarding to my RT system in which case I'd want to add:
> help at jack.somewhere.com <http://mc/compose?to=help at jack.somewhere.com> to
> the RTAddressRegexp option ?
>
>
>
> So this 'loop' should only occur if:
>
> 1) auto respond/reply is enabled for the queue defined in the scrips
> 2) somehow, an RT queue address (with auto reply enabled) somehow gets
> included into another queues ticket
>
> ?
>
> Is this potential something new?  I've been using RT2 since about 2001 and
> never seen this happen.  Or is it just a safeguard?
>
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
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 nosm.ca
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From joseph85750 at yahoo.com  Tue Jul 27 17:02:27 2010
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Tue, 27 Jul 2010 14:02:27 -0700 (PDT)
Subject: [rt-users] RTAddressRegexp - not clear to me
In-Reply-To: <AANLkTimhSypOqbUSgMytvq5gySVt955zNfB8c4+SdL5Z@mail.gmail.com>
Message-ID: <304640.66645.qm@web30305.mail.mud.yahoo.com>

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

--- On Tue, 7/27/10, Mike Johnson <mike.johnson at nosm.ca> wrote:

From: Mike Johnson <mike.johnson at nosm.ca>
Subject: Re: [rt-users] RTAddressRegexp - not clear to me
To: "Joseph Spenner" <joseph85750 at yahoo.com>
Cc: rt-users at lists.bestpractical.com
Date: Tuesday, July 27, 2010, 2:35 PM

It's really a safeguard, because not everyone that uses your RT instance is "smart" enough to prevent loops from happening.
?
And my example showed 2 queues... but you only need email address and a "goofy" user for a loop to happen that will cripple the system.
?
I've had end-users reply to an email coming from <Mike Johnson via RT>(which the Reply-To: on those emails is helpdesk at nosm.ca)?and cc helpdesk at nosm.ca.

?
If you use the ParseNewMessageForTicketCcs, the above can become quite troublesome without RTAddressRegexp, as it would append helpdesk at nosm.ca as a Cc email address, which would then email out to helpdesk at nosm.ca whenever you do correspondence that a Cc would see...

?
Hope that helps!
Mike.

Why couldn't the application simply query the database to figure out what the queue email addresses are, and don't permit them to be a recipient?





      
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From jacob.ritorto at gmail.com  Tue Jul 27 17:16:15 2010
From: jacob.ritorto at gmail.com (Jacob Ritorto)
Date: Tue, 27 Jul 2010 17:16:15 -0400
Subject: [rt-users] help - the otherwise fabulous mailgate can't ever seem
	to load a valid user.
Message-ID: <AANLkTikHo0oWB+k83wSUd8u-iOTPKwEsxBV+tt+V-gWD@mail.gmail.com>

Greeting all.
         How's this mailgate supposed to work?  Is there a design doc
or instructions other than the source?  If I run
/opt/rt3/bin/rt-mailgate --debug --queue General --action correspond
--url http://localhost/rt" , it fails with

root at Valve~[5]17:14#/opt/rt3/bin/rt-mailgate --queue General --debug
--action correspond --url http://localhost
(User typed test garbage and presses ctrl-D)
/opt/rt3/bin/rt-mailgate: temp file is '/tmp/DM8BNyHAto'
/opt/rt3/bin/rt-mailgate: connecting to
http://localhost/REST/1.0/NoAuth/mail-gateway
not ok - Could not load a valid user


From ronald.higgins at gmail.com  Tue Jul 27 18:26:21 2010
From: ronald.higgins at gmail.com (ronald higgins)
Date: Wed, 28 Jul 2010 00:26:21 +0200
Subject: [rt-users] speeding up rt-shredder
In-Reply-To: <4C4F4295.8000202@sagonet.com>
References: <AANLkTik2-xxX-3=LCGsd5z-p7ayLMoo+4GmD5EQzkRRW@mail.gmail.com>
	<ximss-9362446@frim.lboro.ac.uk> <4C4F1E41.5030902@sagonet.com>
	<ximss-9362898@frim.lboro.ac.uk>
	<AANLkTimMEBkU3yXX5EPzDdSZXBfavAKge=hp2omKY6f-@mail.gmail.com>
	<ximss-9362942@frim.lboro.ac.uk>
	<AANLkTikM1rbXPo52xG=0SMa2zAGA8L_NVTwtg=NTCAEi@mail.gmail.com>
	<ximss-9362959@frim.lboro.ac.uk>
	<AANLkTimTS57zVM1ZuXJ019QD=43cW0zZAGLtX_U+ubyj@mail.gmail.com>
	<4C4F4295.8000202@sagonet.com>
Message-ID: <AANLkTimwFu_4iKxWKniO1C4hoRxXew86Cawap0K3fLA8@mail.gmail.com>

Well, @ 1 ticket deleted per 40 seconds it will only take 324 days to
clean up the DB.....

This is a bit crazy.


On Tue, Jul 27, 2010 at 10:33 PM, Maxwell Rathbone
<mrathbone at sagonet.com> wrote:
> ?I'd love the ability to export the attachments and store them on the
> filesystem instead of in the database. Would certainly cut down the database
> size!
>
> I did find this, if it helps anyone:
> http://github.com/bestpractical/rt-extension-utils/blob/master/sbin/rt-extract-attachment
>
> This allows the extraction or exporting of the attachments. However that
> still doesn't solve the problem of the attachment being in the database, or
> how to reference it from the ticket.
>
> I read on this mailing list on 4/29, regarding "Attachments on disk?":
> Hi Thierry,
> there is a addon bps wrote but it is not available public at the moment.
> Hopefully Jesse will push it out some day.
>
> Torsten
>
> So as it stands, it appears there still is no method of doing this. So if
> anyone succeeds in writing a patch, please share it!
>
> Max
>
> On 7/27/2010 4:08 PM, Asif Iqbal wrote:
>>
>> On Tue, Jul 27, 2010 at 3:54 PM, G.Booth<G.Booth at lboro.ac.uk> ?wrote:
>>>
>>> On Tue, 27 Jul 2010 21:28:37 +0200
>>> ?ronald higgins<ronald.higgins at gmail.com> ?wrote:
>>>>
>>>> Hi Garry,
>>>>
>>>> The RT DB is currently 215GB in size, 1.5 Million Tickets (Attachments
>>>> table has 7 million entries).
>>>> Yes, this badboy is what I inherited with the new job. I've already
>>>> built another MySQL DB with the tables partitioned intended for
>>>> eventual cut over
>>>> but the last few days have seen the current prod db taking a hit
>>>> performance wise which is when i really started digging through the
>>>> tickets looking for a stop gap until we can cut over, and i'm sure
>>>> cutting the Tickets down by 700 000 will make a difference.
>>>>
>>>> By all means, send it :) All tools of the trade are always gladly
>>>> received
>>>> :)
>>>
>>> OMFG!
>>> Mine is 4GB, 150000 tickets, so it looks like you've got some big
>>> attachments!
>>>
>>> Think this will be painful!
>>> will send script with explanation when I get back.
>>> I'd seriously look at the attachments table as my RT is 10% of yours in
>>> tickets, but only 2% the size.
>>>
>>> Can you zap attachments above 1Gb?
>>
>> would be nice if the attachments could be converted to link.
>> we have a ftp server in same network ?that has lots of space.
>>
>> Anyone has done anything like this?
>>
>> If you reply please change the subject too.
>>
>>>
>>> regards
>>> Garry
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>
>>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From mark.jenks at iodincorporated.com  Tue Jul 27 20:56:51 2010
From: mark.jenks at iodincorporated.com (Mark Jenks)
Date: Tue, 27 Jul 2010 19:56:51 -0500
Subject: [rt-users] speeding up rt-shredder
In-Reply-To: <AANLkTimwFu_4iKxWKniO1C4hoRxXew86Cawap0K3fLA8@mail.gmail.com>
References: <AANLkTik2-xxX-3=LCGsd5z-p7ayLMoo+4GmD5EQzkRRW@mail.gmail.com><ximss-9362446@frim.lboro.ac.uk>
	<4C4F1E41.5030902@sagonet.com><ximss-9362898@frim.lboro.ac.uk><AANLkTimMEBkU3yXX5EPzDdSZXBfavAKge=hp2omKY6f-@mail.gmail.com><ximss-9362942@frim.lboro.ac.uk><AANLkTikM1rbXPo52xG=0SMa2zAGA8L_NVTwtg=NTCAEi@mail.gmail.com><ximss-9362959@frim.lboro.ac.uk><AANLkTimTS57zVM1ZuXJ019QD=43cW0zZAGLtX_U+ubyj@mail.gmail.com><4C4F4295.8000202@sagonet.com>
	<AANLkTimwFu_4iKxWKniO1C4hoRxXew86Cawap0K3fLA8@mail.gmail.com>
Message-ID: <C04C91F114EEFC4FBC8D74033F1D859A0B4FE5C8@imcmail2.imcwi.com>

Here is a crazy idea that I'm sure will have some kickback.   But you can run more than one version of RT on the same box.   Archive the old one and start a new one and learn from the lessons?

-Mark

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of ronald higgins
Sent: Tuesday, July 27, 2010 5:26 PM
To: Maxwell Rathbone
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] speeding up rt-shredder

Well, @ 1 ticket deleted per 40 seconds it will only take 324 days to
clean up the DB.....

This is a bit crazy.


On Tue, Jul 27, 2010 at 10:33 PM, Maxwell Rathbone
<mrathbone at sagonet.com> wrote:
> ?I'd love the ability to export the attachments and store them on the
> filesystem instead of in the database. Would certainly cut down the database
> size!
>
> I did find this, if it helps anyone:
> http://github.com/bestpractical/rt-extension-utils/blob/master/sbin/rt-extract-attachment
>
> This allows the extraction or exporting of the attachments. However that
> still doesn't solve the problem of the attachment being in the database, or
> how to reference it from the ticket.
>
> I read on this mailing list on 4/29, regarding "Attachments on disk?":
> Hi Thierry,
> there is a addon bps wrote but it is not available public at the moment.
> Hopefully Jesse will push it out some day.
>
> Torsten
>
> So as it stands, it appears there still is no method of doing this. So if
> anyone succeeds in writing a patch, please share it!
>
> Max
>
> On 7/27/2010 4:08 PM, Asif Iqbal wrote:
>>
>> On Tue, Jul 27, 2010 at 3:54 PM, G.Booth<G.Booth at lboro.ac.uk> ?wrote:
>>>
>>> On Tue, 27 Jul 2010 21:28:37 +0200
>>> ?ronald higgins<ronald.higgins at gmail.com> ?wrote:
>>>>
>>>> Hi Garry,
>>>>
>>>> The RT DB is currently 215GB in size, 1.5 Million Tickets (Attachments
>>>> table has 7 million entries).
>>>> Yes, this badboy is what I inherited with the new job. I've already
>>>> built another MySQL DB with the tables partitioned intended for
>>>> eventual cut over
>>>> but the last few days have seen the current prod db taking a hit
>>>> performance wise which is when i really started digging through the
>>>> tickets looking for a stop gap until we can cut over, and i'm sure
>>>> cutting the Tickets down by 700 000 will make a difference.
>>>>
>>>> By all means, send it :) All tools of the trade are always gladly
>>>> received
>>>> :)
>>>
>>> OMFG!
>>> Mine is 4GB, 150000 tickets, so it looks like you've got some big
>>> attachments!
>>>
>>> Think this will be painful!
>>> will send script with explanation when I get back.
>>> I'd seriously look at the attachments table as my RT is 10% of yours in
>>> tickets, but only 2% the size.
>>>
>>> Can you zap attachments above 1Gb?
>>
>> would be nice if the attachments could be converted to link.
>> we have a ftp server in same network ?that has lots of space.
>>
>> Anyone has done anything like this?
>>
>> If you reply please change the subject too.
>>
>>>
>>> regards
>>> Garry
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>
>>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

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

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From mark.jenks at iodincorporated.com  Tue Jul 27 21:14:31 2010
From: mark.jenks at iodincorporated.com (Mark Jenks)
Date: Tue, 27 Jul 2010 20:14:31 -0500
Subject: [rt-users] How to not create users in RT?
Message-ID: <C04C91F114EEFC4FBC8D74033F1D859A0B4FE5CE@imcmail2.imcwi.com>

I have a queue setup that all Voicemails for a group of people get sent
to, and the deal with them as tickets.

 

I have it setup to create accounts and set passwords for non-domain
users already, but I cannot change the from address to be the same for
every voicemail.   So I am getting 1000's of users created on RT with
NPA-NXX-XXXX at domain.

 

Can I just not create those accounts if they are from @domain?    Pretty
much a ticket with no requestor?

 

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

Mark Jenks

Network Administrator

iod incorporated

mark.jenks at iodincorporated.com <mailto:mark.jenks at iodincorporated.com> 

920-406-3702

 


CONFIDENTIALITY NOTICE:  The information contained in this email message, including any attachments, may be 
privileged, confidential and otherwise protected from disclosure.  If the reader of this message is not the 
intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this 
message, including any attachments, is strictly prohibited.  If you have received this email message in 
error, please notify the sender by reply email and delete/destroy the email message, including attachments, 
and any copies thereof.  Although we have taken precautions to minimize the risk of transmitting viruses via 
email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for 
any damages sustained as a result of any such viruses.
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From brodard.anthony at gmail.com  Wed Jul 28 03:23:13 2010
From: brodard.anthony at gmail.com (Anthony BRODARD)
Date: Wed, 28 Jul 2010 09:23:13 +0200
Subject: [rt-users] External Authentication with LDAPS
In-Reply-To: <AANLkTim0qZT9mgFdgHEVrUM20hH-Ul00-lNvswGBi90U@mail.gmail.com>
References: <AANLkTim0qZT9mgFdgHEVrUM20hH-Ul00-lNvswGBi90U@mail.gmail.com>
Message-ID: <AANLkTik7UB33VSZ_RDYUwX2QXhKuTiaNYyVQm=nhaLqj@mail.gmail.com>

Hi,

I've installed RT 3.8.7 on a debian lenny with the manual procedure listed
here: http://wiki.bestpractical.com/view/ExternalAuth

So, now i try to configure my RT_Siteconfig.pm to acces at RT via my LDAPS
serveur.

This is a part of my configuration:

 #PLUGINS:
Set(@Plugins,(qw(
         RT::Extension::MandatorySubject
        RT::Extension::MandatoryRequestor
        RT::Extension::SearchResults::XLS
        RT::Extension::UserDetails
        RT::FM
        RT::IR
        RTx::Tags
        RT::Extension::WatchedQueues
        RT::Extension::ServiceUpdates
        RT::Authen::ExternalAuth
        )));
# AUTHENTICATION

Set($ExternalAuthPriority, ['LDAP',]
);

Set($ExternalInfoPriority, ['LDAP',]
);

Set($ExternalServiceUsesSSLorTLS, 1);

# DATABASES CONFIGURATION
Set($ExternalSettings,
        {
                'LDAP'       =>  {
                        'type'                  =>      'ldap',
                        'server'                =>      'ldap.BLANKED',
                        'user'                  =>      'BLANKED',
                        'pass'                  =>      'BLANKED',
                        'base'                  =>      'dc=blanked,dc=fr',
                        'filter'                =>      '(uid=*)',
                        'd_filter'              =>
 '(objectClass=foobar)',
                        'tls'                   =>      1,
                        'ssl_version'           =>      3,
                        'net_ldap_args'         =>      [ version => 3 ],
#                       'group'                 =>      'GROUP-NAME',
#                       'group_attr'            =>      'GROUP_ATTR',
                        'attr_match_list'       =>      'uid',
                        'attr_map'              =>      {
                                'Name' => 'uid',
                                'EmailAddress' => 'mail',
#                               'Organization' => '',
                                'RealName' => 'cn',
#                               'ExternalAuthId' => '',
#                               'Gecos' => '',
#                               'WorkPhone' => 'telephonenumber',
#                               'Address1' => '',
#                               'City' => '',
#                               'State' => '',
#                               'Zip' => '',
#                               'Country' => ''
                                }
                        }
        },
  );
1;

When i try to log on, i have a message which said  that m'y username or my
password isn't correct.

In the log files (/var/log/apache2/error.log), i have only :

[Tue Jul 27 14:35:28 2010] [error]: FAILED LOGIN for anthony.brodard from
MY_IP (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424)


Do you know where is the mistake?

After that, i want to activate a session's timeout on RT with mod_perl. Do
you know how can i do?

Regards,
Anthony BRODARD
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From adriena.siskova at tuke.sk  Wed Jul 28 03:58:36 2010
From: adriena.siskova at tuke.sk (=?ISO-8859-2?Q?Adriena_=A9i=B9kov=E1?=)
Date: Wed, 28 Jul 2010 09:58:36 +0200
Subject: [rt-users] Can't call method "Id" on an undefined value
Message-ID: <4C4FE32C.1060308@tuke.sk>

Hi,
I've upgraded rt3.8.7 to 3.8.8 and I have this error message "Can't call 
method "Id" on an undefined value at 
/usr/local/share/request-tracker3.8/plugins/RT-FM/lib/RT/URI/fsck_com_rtfm.pm 
line 133."
when I click to one solved ticket.
I have RTFM2.4.2



From torben.nehmer at cancom.de  Wed Jul 28 04:05:27 2010
From: torben.nehmer at cancom.de (Nehmer Torben)
Date: Wed, 28 Jul 2010 10:05:27 +0200
Subject: [rt-users] Mandatory Custom Fields
Message-ID: <AC5D0502DFE96948924DAD837EA8CFD3DC61FE09CA@JETMX003.int.cancom.de>

Good morning,

I have a question about custom fields:

In one of our queues we have a CF which has to be filled out by the people maintaining the queue (not the ones submitting the ticket). The CF is of type "Select one value".

What we'd like to have is the ability to enforce the users maintaining the queue to fill out the value ideally when opening the ticket, at the latest when closing it.

We have tried setting the CF validation to Mandatory "(?#Mandatory).", but it did not work as expected. Especially, you can still resolve the ticket when writing an answer to the ticket leaving the CF empty.

Ideally, RT should reject any status change to an inactive status whatsoever as long as the CF is empty.

What would be the best way to do this?

Mit freundlichen Gr??en,
Torben Nehmer
-------
Torben Nehmer
Diplom Informatiker (FH)
Business System Developer
CANCOM Deutschland GmbH
Messerschmittstr. 20
89343 Scheppach
Germany
Tel.: +49 8225 - 996-1118
Fax: +49 8225 - 996-41118
torben.nehmer at cancom.de<mailto:torben.nehmer at cancom.de>
www.cancom.de<http://www.cancom.de>
CANCOM Deutschland GmbH
Sitz der Gesellschaft: Jettingen-Scheppach
HRB 10653 Memmingen
Gesch?ftsf?hrer: Martin Mayr, Tobias H?rmann
Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschlie?lich f?r den Gebrauch durch den Empf?nger bestimmt!
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From mark at thermeon.com  Wed Jul 28 05:30:19 2010
From: mark at thermeon.com (Mark Olliver)
Date: Wed, 28 Jul 2010 10:30:19 +0100
Subject: [rt-users] RT 3.8.8 issues
Message-ID: <AANLkTikeLT8g3jv3xLxOJjUTjO57htniERPUebd04JrZ@mail.gmail.com>

Hi,

I am having issues with RT 3.8.8, I am running it on Ubuntu 10.04 perl
5.10.

So as to ignore for now any issues with proxying or web servers i am just
using the standalone_server built in however, even that seems to be playing
up.

For example i have set my WebPath to '/rt' but when it starts up it tells me
i should connect to http://www.test.com no /rt. Also when loaded up i am not
getting the web2 theme or my logo which would indicate to me the NoAuth is
not working correctly however, i do not see any errors generated in the logs
with regards to this.

Any ideas or example on how to debug it further would be appreciated.

I have attached my RT_SiteConfig here http://pastie.org/1063508

Thanks

Mark
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From larskk at met.no  Wed Jul 28 07:58:52 2010
From: larskk at met.no (Lars Kristian Klykken)
Date: Wed, 28 Jul 2010 11:58:52 +0000 (UTC)
Subject: [rt-users] How to not create users in RT?
In-Reply-To: <C04C91F114EEFC4FBC8D74033F1D859A0B4FE5CE@imcmail2.imcwi.com>
Message-ID: <1590461488.6000.1280318332412.JavaMail.root@imap1b>

Mark,

> Can I just not create those accounts if they are from @domain? Pretty
> much a ticket with no requestor?

A solution to this could be to do the rewriting with pattern matching in the MTA. If you're using Postfix, look at http://www.postfix.org/canonical.5.html.

.../Bosse
-- 
Lars Kristian (Bosse) Klykken, Senior Engineer
Server Operations / IT Division
Norwegian Meteorological Institute
http://met.no - http://yr.no


From ruz at bestpractical.com  Wed Jul 28 08:01:43 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 28 Jul 2010 16:01:43 +0400
Subject: [rt-users] How to not create users in RT?
In-Reply-To: <1590461488.6000.1280318332412.JavaMail.root@imap1b>
References: <C04C91F114EEFC4FBC8D74033F1D859A0B4FE5CE@imcmail2.imcwi.com>
	<1590461488.6000.1280318332412.JavaMail.root@imap1b>
Message-ID: <AANLkTinWbha6o4r8AQP=twYWBPvk8SiN9Dr2L0DwAJAF@mail.gmail.com>

28.07.2010 15:59 ???????????? "Lars Kristian Klykken" <larskk at met.no>
???????:

Mark,


> Can I just not create those accounts if they are from @domain? Pretty
> much a ticket with no req...
A solution to this could be to do the rewriting with pattern matching in the
MTA. If you're using Postfix, look at
http://www.postfix.org/canonical.5.html.

.../Bosse
--
Lars Kristian (Bosse) Klykken, Senior Engineer
Server Operations / IT Division
Norwegian Meteorological Institute
http://met.no - http://yr.no

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
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From ruz at bestpractical.com  Wed Jul 28 08:03:40 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 28 Jul 2010 16:03:40 +0400
Subject: [rt-users] How to not create users in RT?
In-Reply-To: <1590461488.6000.1280318332412.JavaMail.root@imap1b>
References: <C04C91F114EEFC4FBC8D74033F1D859A0B4FE5CE@imcmail2.imcwi.com>
	<1590461488.6000.1280318332412.JavaMail.root@imap1b>
Message-ID: <AANLkTi=oMmACqT7dfCgdeVO5ety3LrJGjXbokjW_KZpQ@mail.gmail.com>

As an option you can feel Users.pm for word canonicalize.

28.07.2010 15:59 ???????????? "Lars Kristian Klykken" <larskk at met.no>
???????:

Mark,


> Can I just not create those accounts if they are from @domain? Pretty
> much a ticket with no req...
A solution to this could be to do the rewriting with pattern matching in the
MTA. If you're using Postfix, look at
http://www.postfix.org/canonical.5.html.

.../Bosse
--
Lars Kristian (Bosse) Klykken, Senior Engineer
Server Operations / IT Division
Norwegian Meteorological Institute
http://met.no - http://yr.no

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
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From ruz at bestpractical.com  Wed Jul 28 08:06:35 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 28 Jul 2010 16:06:35 +0400
Subject: [rt-users] RT 3.8.8 issues
In-Reply-To: <AANLkTikeLT8g3jv3xLxOJjUTjO57htniERPUebd04JrZ@mail.gmail.com>
References: <AANLkTikeLT8g3jv3xLxOJjUTjO57htniERPUebd04JrZ@mail.gmail.com>
Message-ID: <AANLkTinMWUwzUaB6eJ7M9_U1NnfdaCNTu_=XRqkkc_W7@mail.gmail.com>

Hello,

Standalone server doesn't support webpath. Also, process only one request at
a time.

28.07.2010 13:31 ???????????? "Mark Olliver" <mark at thermeon.com> ???????:

Hi,

I am having issues with RT 3.8.8, I am running it on Ubuntu 10.04 perl
5.10.

So as to ignore for now any issues with proxying or web servers i am just
using the standalone_server built in however, even that seems to be playing
up.

For example i have set my WebPath to '/rt' but when it starts up it tells me
i should connect to http://www.test.com no /rt. Also when loaded up i am not
getting the web2 theme or my logo which would indicate to me the NoAuth is
not working correctly however, i do not see any errors generated in the logs
with regards to this.

Any ideas or example on how to debug it further would be appreciated.

I have attached my RT_SiteConfig here http://pastie.org/1063508

Thanks

Mark


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
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From mike.johnson at nosm.ca  Wed Jul 28 08:47:26 2010
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Wed, 28 Jul 2010 08:47:26 -0400
Subject: [rt-users] RTAddressRegexp - not clear to me
In-Reply-To: <304640.66645.qm@web30305.mail.mud.yahoo.com>
References: <AANLkTimhSypOqbUSgMytvq5gySVt955zNfB8c4+SdL5Z@mail.gmail.com>
	<304640.66645.qm@web30305.mail.mud.yahoo.com>
Message-ID: <AANLkTinKNFg=odVYqAbVudifZ8AjLd-8Knj1wJ6ipJMb@mail.gmail.com>

RT could do that, but that wouldn't catch any email addresses that forward
stuff to an RT email address, or if using fetchmail, that forward stuff to
an email address RT pulls from.

On Tue, Jul 27, 2010 at 5:02 PM, Joseph Spenner <joseph85750 at yahoo.com>wrote:

>   If life gives you lemons, keep them-- because hey.. free lemons.
>
>
> --- On *Tue, 7/27/10, Mike Johnson <mike.johnson at nosm.ca>* wrote:
>
>
> From: Mike Johnson <mike.johnson at nosm.ca>
> Subject: Re: [rt-users] RTAddressRegexp - not clear to me
> To: "Joseph Spenner" <joseph85750 at yahoo.com>
> Cc: rt-users at lists.bestpractical.com
> Date: Tuesday, July 27, 2010, 2:35 PM
>
>
>  It's really a safeguard, because not everyone that uses your RT instance
> is "smart" enough to prevent loops from happening.
>
> And my example showed 2 queues... but you only need email address and a
> "goofy" user for a loop to happen that will cripple the system.
>
> I've had end-users reply to an email coming from <Mike Johnson via
> RT>(which the Reply-To: on those emails is helpdesk at nosm.ca<http://mc/compose?to=helpdesk at nosm.ca>) and
> cc helpdesk at nosm.ca <http://mc/compose?to=helpdesk at nosm.ca>.
>
> If you use the ParseNewMessageForTicketCcs, the above can become quite
> troublesome without RTAddressRegexp, as it would append helpdesk at nosm.ca<http://mc/compose?to=helpdesk at nosm.ca>as a Cc email address, which would then email out to
> helpdesk at nosm.ca <http://mc/compose?to=helpdesk at nosm.ca> whenever you do
> correspondence that a Cc would see...
>
> Hope that helps!
> Mike.
>
>  Why couldn't the application simply query the database to figure out what
> the queue email addresses are, and don't permit them to be a recipient?
>
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
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 nosm.ca
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From mike.johnson at nosm.ca  Wed Jul 28 08:50:19 2010
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Wed, 28 Jul 2010 08:50:19 -0400
Subject: [rt-users] External Authentication with LDAPS
In-Reply-To: <AANLkTik7UB33VSZ_RDYUwX2QXhKuTiaNYyVQm=nhaLqj@mail.gmail.com>
References: <AANLkTim0qZT9mgFdgHEVrUM20hH-Ul00-lNvswGBi90U@mail.gmail.com>
	<AANLkTik7UB33VSZ_RDYUwX2QXhKuTiaNYyVQm=nhaLqj@mail.gmail.com>
Message-ID: <AANLkTin8fvugg+uK8K_7e55JkBGKmTAHM7GFXVhSOgaA@mail.gmail.com>

Hi,

Try turning on RT's logging in debug mode.  That helped me figure out what
was going on with my ExternalAuth.  In the log, before the FAILED line you
should see a few lines showing you if it's connecting to your LDAP, finding
user etc.

Work from there!
Mike.

On Wed, Jul 28, 2010 at 3:23 AM, Anthony BRODARD
<brodard.anthony at gmail.com>wrote:

> Hi,
>
> I've installed RT 3.8.7 on a debian lenny with the manual procedure listed
> here: http://wiki.bestpractical.com/view/ExternalAuth
>
> So, now i try to configure my RT_Siteconfig.pm to acces at RT via my LDAPS
> serveur.
>
> This is a part of my configuration:
>
>  #PLUGINS:
> Set(@Plugins,(qw(
>         RT::Extension::MandatorySubject
>         RT::Extension::MandatoryRequestor
>         RT::Extension::SearchResults::XLS
>         RT::Extension::UserDetails
>         RT::FM
>         RT::IR
>         RTx::Tags
>         RT::Extension::WatchedQueues
>         RT::Extension::ServiceUpdates
>         RT::Authen::ExternalAuth
>         )));
>  # AUTHENTICATION
>
> Set($ExternalAuthPriority, ['LDAP',]
> );
>
> Set($ExternalInfoPriority, ['LDAP',]
> );
>
> Set($ExternalServiceUsesSSLorTLS, 1);
>
> # DATABASES CONFIGURATION
> Set($ExternalSettings,
>         {
>                 'LDAP'       =>  {
>                         'type'                  =>      'ldap',
>                         'server'                =>      'ldap.BLANKED',
>                         'user'                  =>      'BLANKED',
>                         'pass'                  =>      'BLANKED',
>                         'base'                  =>      'dc=blanked,dc=fr',
>                         'filter'                =>      '(uid=*)',
>                         'd_filter'              =>
>  '(objectClass=foobar)',
>                         'tls'                   =>      1,
>                         'ssl_version'           =>      3,
>                         'net_ldap_args'         =>      [ version => 3 ],
> #                       'group'                 =>      'GROUP-NAME',
> #                       'group_attr'            =>      'GROUP_ATTR',
>                         'attr_match_list'       =>      'uid',
>                         'attr_map'              =>      {
>                                 'Name' => 'uid',
>                                 'EmailAddress' => 'mail',
> #                               'Organization' => '',
>                                 'RealName' => 'cn',
> #                               'ExternalAuthId' => '',
> #                               'Gecos' => '',
> #                               'WorkPhone' => 'telephonenumber',
> #                               'Address1' => '',
> #                               'City' => '',
> #                               'State' => '',
> #                               'Zip' => '',
> #                               'Country' => ''
>                                 }
>                         }
>         },
>   );
> 1;
>
> When i try to log on, i have a message which said  that m'y username or my
> password isn't correct.
>
> In the log files (/var/log/apache2/error.log), i have only :
>
>  [Tue Jul 27 14:35:28 2010] [error]: FAILED LOGIN for anthony.brodard from
> MY_IP (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424)
>
>
> Do you know where is the mistake?
>
> After that, i want to activate a session's timeout on RT with mod_perl. Do
> you know how can i do?
>
> Regards,
> Anthony BRODARD
>
>
>
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
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 nosm.ca
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From mark at thermeon.com  Wed Jul 28 09:20:02 2010
From: mark at thermeon.com (Mark Olliver)
Date: Wed, 28 Jul 2010 14:20:02 +0100
Subject: [rt-users] RT 3.8.8 issues
In-Reply-To: <AANLkTinMWUwzUaB6eJ7M9_U1NnfdaCNTu_=XRqkkc_W7@mail.gmail.com>
References: <AANLkTikeLT8g3jv3xLxOJjUTjO57htniERPUebd04JrZ@mail.gmail.com>
	<AANLkTinMWUwzUaB6eJ7M9_U1NnfdaCNTu_=XRqkkc_W7@mail.gmail.com>
Message-ID: <AANLkTi=wM_UHSBSBT284tm48fidKnk+XA19=M2fQ47=+@mail.gmail.com>

It looks to me like it is not supported under fastcgi as well unless i have
gone wrong somewhere.

I have used the same config as we used for 3.8.2 now under 3.8.8 but using
mason_handler.fcgi with lighttpd. If i set the WebPath to '/rt' none of the
links include that on the url and the web2 skin does not load.

Mark
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From ruz at bestpractical.com  Wed Jul 28 09:33:23 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 28 Jul 2010 17:33:23 +0400
Subject: [rt-users] RT 3.8.8 issues
In-Reply-To: <AANLkTi=wM_UHSBSBT284tm48fidKnk+XA19=M2fQ47=+@mail.gmail.com>
References: <AANLkTikeLT8g3jv3xLxOJjUTjO57htniERPUebd04JrZ@mail.gmail.com>
	<AANLkTinMWUwzUaB6eJ7M9_U1NnfdaCNTu_=XRqkkc_W7@mail.gmail.com>
	<AANLkTi=wM_UHSBSBT284tm48fidKnk+XA19=M2fQ47=+@mail.gmail.com>
Message-ID: <AANLkTik+Jveyg+ctkmwZMSYfsR7aXQT4tCJ7Qt9WR=7r@mail.gmail.com>

It's supported. Changing WebPath is not enough, you have to change
server config as well.

On Wed, Jul 28, 2010 at 5:20 PM, Mark Olliver <mark at thermeon.com> wrote:
> It looks to me like it is not supported under fastcgi as well unless i have
> gone wrong somewhere.
> I have used the same config as we used for 3.8.2 now under 3.8.8 but using
> mason_handler.fcgi with lighttpd. If i set the WebPath to '/rt' none of the
> links include that on the url and the web2 skin does not load.
> Mark



-- 
Best regards, Ruslan.


From mike.johnson at nosm.ca  Wed Jul 28 11:42:36 2010
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Wed, 28 Jul 2010 11:42:36 -0400
Subject: [rt-users] ExternalAuth - is there a way to assign groups based on
	LDAP group when creating the RT user?
Message-ID: <AANLkTi=ebiN8TF70EKGBjpVyYU-XCHYhuByW5qXmqoT=@mail.gmail.com>

As the subject says,

I'm looking for a way that ExternalAuth can assign groups when it creates
the RT user based on group info in the LDAP.

For example,

in LDAP John Doe is part of a group called Supportstaff.

in RT, when John Doe logs in, I want his user to be added to the group
support so that he'll automatically get access to whatever "support" has
access to in RT.


I love that LDAP can be used to authenticate, but I don't see how I can
setup permissions for LDAP users until they've logged into RT once, so the
account is visible in RT to add to groups....

Any help would be appreciated.

Thanks!

-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson at nosm.ca
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From simpsongeorge68 at gmail.com  Wed Jul 28 13:08:01 2010
From: simpsongeorge68 at gmail.com (George Simpson)
Date: Wed, 28 Jul 2010 10:08:01 -0700
Subject: [rt-users] Configure Fetchmail to create tickets
Message-ID: <AANLkTikbuG1+iQMuQvGH03=1x5GJSDe-xKEz4nMEfF=s@mail.gmail.com>

Hello again.

We finally got fetchmail to work! thanks to everyone who helped, it now is
up and running. However, we hit a snag while trying to set it up so that
people just sent emails to helpdesk at myurl.com and it creates a ticket. I
think we have to set up aliases in fetchmail so that that email address is
forwarded to the RT helpdesk queue, but I cannot seem to find out how to do
it. Is there any documentation about doing this anywhere? I cannot seem to
find it here nor with the all-powerful google. Thanks in advance, and I
really appreciate everyones help!

George
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From mike.johnson at nosm.ca  Wed Jul 28 14:02:04 2010
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Wed, 28 Jul 2010 14:02:04 -0400
Subject: [rt-users] How to setup sendmail to use external SMTP
Message-ID: <AANLkTinR-Qt8Hgi9PO8ndjnyEf6mY=M9DSdF1XFeMy+V@mail.gmail.com>

Greetings all,

I figured I'd just post this to the listserv, so it's archived for others to
search on.


If you ever want to change sendmail to use an external SMTP so that RT can
just be configured to use sendmail, and the rest will flow easily after...

*****
Change directory to where your sendmail configuration files (sendmail.mc and
sendmail.cf) are located, usually /etc/mail/.

Create a safe subdirectory (suggested name auth/):
# mkdir auth
# chmod 700 auth

Create a file<http://www.linuxforums.org/forum/debian-linux-help/32459-how-set-up-sendmail-use-external-smtp.html#>with
your authentication information (suggested name auth/client-info):

#cd auth
#touch client-info

INSIDE THAT FILE PLACE THE FOLLOWING:

AuthInfo:your.isp.net "U:root" "I:user" "Password"

filling in your ISP's mail server, your user name, and your password. (Note:
Earthlink, and perhaps other ISP's, requires your full e-mail address as a
user name.)

Generate the authentication
database<http://www.linuxforums.org/forum/debian-linux-help/32459-how-set-up-sendmail-use-external-smtp.html#>and
make both files readable only by root:

# makemap hash client-info < client-info
# chmod 600 client-info*
# cd ..

Add the following lines to your sendmail.mc file, filling in your ISP's mail
server:

define(`SMART_HOST',`your.isp.net')dnl
define(`confAUTH_MECHANISMS', `EXTERNAL GSSAPI DIGEST-MD5 CRAM-MD5 LOGIN
PLAIN')dnl
FEATURE(`authinfo',`hash /etc/mail/auth/client-info')dnl

Generate sendmail.cf:
# m4 sendmail.mc > sendmail.cf

Restart the sendmail daemon, e.g., (this depends on your OS, this works for
redhat and CentOS):
# service sendmail restart


****

This was from
http://www.linuxforums.org/forum/debian-linux-help/32459-how-set-up-sendmail-use-external-smtp.html
but
I thought I'd copy/paste should the resource not exist in the future.

-- 
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 nosm.ca
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From mike.johnson at nosm.ca  Wed Jul 28 14:09:01 2010
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Wed, 28 Jul 2010 14:09:01 -0400
Subject: [rt-users] Configure Fetchmail to create tickets
In-Reply-To: <AANLkTikbuG1+iQMuQvGH03=1x5GJSDe-xKEz4nMEfF=s@mail.gmail.com>
References: <AANLkTikbuG1+iQMuQvGH03=1x5GJSDe-xKEz4nMEfF=s@mail.gmail.com>
Message-ID: <AANLkTim3=gq+w=A2eOHGS4ntaxVGpA86bmokZ7Td9HHu@mail.gmail.com>

In your fetchmail config, you tell fetchmail to send the emails it grabs to
a specific process.  For RT to create a ticket from an email, you need to
give the email to rt-mailgate.

You do this through the fetchmail config file.

This is an example of one grabbing email from a google apps account and
sending it to rt-mailgate

poll imap.gmail.com proto imap port 993:
username helpdesk at mydomain.com password mypassword  ssl mda "/usr/bin/perl
/opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com --queue General
--action correspond"
Hope that helps.
Mike.




On Wed, Jul 28, 2010 at 1:08 PM, George Simpson
<simpsongeorge68 at gmail.com>wrote:

> Hello again.
>
> We finally got fetchmail to work! thanks to everyone who helped, it now is
> up and running. However, we hit a snag while trying to set it up so that
> people just sent emails to helpdesk at myurl.com and it creates a ticket. I
> think we have to set up aliases in fetchmail so that that email address is
> forwarded to the RT helpdesk queue, but I cannot seem to find out how to do
> it. Is there any documentation about doing this anywhere? I cannot seem to
> find it here nor with the all-powerful google. Thanks in advance, and I
> really appreciate everyones help!
>
> George
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
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 nosm.ca
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From simpsongeorge68 at gmail.com  Wed Jul 28 14:24:35 2010
From: simpsongeorge68 at gmail.com (George Simpson)
Date: Wed, 28 Jul 2010 11:24:35 -0700
Subject: [rt-users] Configure Fetchmail to create tickets
In-Reply-To: <AANLkTim3=gq+w=A2eOHGS4ntaxVGpA86bmokZ7Td9HHu@mail.gmail.com>
References: <AANLkTikbuG1+iQMuQvGH03=1x5GJSDe-xKEz4nMEfF=s@mail.gmail.com>
	<AANLkTim3=gq+w=A2eOHGS4ntaxVGpA86bmokZ7Td9HHu@mail.gmail.com>
Message-ID: <AANLkTikP746jAdL8+HMEo+O3V2LdbmziqtNkcfuifWJ9@mail.gmail.com>

Thanks for the reply!

I am really new to all of this, I just became an Intern at this company
after one year of college and they asked me to set up RT. The

poll imap.gmail.com proto imap port 993:
username helpdesk at mydomain.com password mypassword  ssl mda "/usr/bin/perl
/opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com --queue General
--action correspond"

goes in the fetchmail.conf file right? I can do something like that for the
.fetchmailrc file, if that is the right one. The difference is that our
rt-mailgate path is usr/sbin/rt-mailgate is that all I put for "usr/bin/perl
/opt/rt3/bin/rt-mailgate"?

Thanks for the help, and sorry for the complete lack of knowledge.

George

On Wed, Jul 28, 2010 at 11:09 AM, Mike Johnson <mike.johnson at nosm.ca> wrote:

> In your fetchmail config, you tell fetchmail to send the emails it grabs to
> a specific process.  For RT to create a ticket from an email, you need to
> give the email to rt-mailgate.
>
> You do this through the fetchmail config file.
>
> This is an example of one grabbing email from a google apps account and
> sending it to rt-mailgate
>
> poll imap.gmail.com proto imap port 993:
> username helpdesk at mydomain.com password mypassword  ssl mda "/usr/bin/perl
> /opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com --queue General
> --action correspond"
>  Hope that helps.
> Mike.
>
>
>
>
> On Wed, Jul 28, 2010 at 1:08 PM, George Simpson <simpsongeorge68 at gmail.com
> > wrote:
>
>> Hello again.
>>
>> We finally got fetchmail to work! thanks to everyone who helped, it now is
>> up and running. However, we hit a snag while trying to set it up so that
>> people just sent emails to helpdesk at myurl.com and it creates a ticket. I
>> think we have to set up aliases in fetchmail so that that email address is
>> forwarded to the RT helpdesk queue, but I cannot seem to find out how to do
>> it. Is there any documentation about doing this anywhere? I cannot seem to
>> find it here nor with the all-powerful google. Thanks in advance, and I
>> really appreciate everyones help!
>>
>> George
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>
>
> --
> 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 nosm.ca
>
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From simpsongeorge68 at gmail.com  Wed Jul 28 14:40:24 2010
From: simpsongeorge68 at gmail.com (George Simpson)
Date: Wed, 28 Jul 2010 11:40:24 -0700
Subject: [rt-users] Configure Fetchmail to create tickets
In-Reply-To: <AANLkTim3=gq+w=A2eOHGS4ntaxVGpA86bmokZ7Td9HHu@mail.gmail.com>
References: <AANLkTikbuG1+iQMuQvGH03=1x5GJSDe-xKEz4nMEfF=s@mail.gmail.com>
	<AANLkTim3=gq+w=A2eOHGS4ntaxVGpA86bmokZ7Td9HHu@mail.gmail.com>
Message-ID: <AANLkTikL-dR7JKZ33R4Jch2H2i2Sh3gpOFGWLtnOLzR3@mail.gmail.com>

I just added the argument to the .fetchmailrc file, and it returned a syntax
error before /usr/sbin/rt-mailgate, which means that the perl we have in
/user/bin/perl is wrong, right? there is both a perl and a perl5.8.8 file in
there, what does the syntax error mean in this case?

the line:

username helpdesk at mydomain.com password password ssl mda "/usr/bin/perl
/user/sbin/rt-mailgate --url http://localhost/rt3/ --queue helpdesk --action
correspond"

mydomain is set to my domain, and the password is imputed correctly.

Thanks!

George

On Wed, Jul 28, 2010 at 11:09 AM, Mike Johnson <mike.johnson at nosm.ca> wrote:

> In your fetchmail config, you tell fetchmail to send the emails it grabs to
> a specific process.  For RT to create a ticket from an email, you need to
> give the email to rt-mailgate.
>
> You do this through the fetchmail config file.
>
> This is an example of one grabbing email from a google apps account and
> sending it to rt-mailgate
>
> poll imap.gmail.com proto imap port 993:
> username helpdesk at mydomain.com password mypassword  ssl mda "/usr/bin/perl
> /opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com --queue General
> --action correspond"
>  Hope that helps.
> Mike.
>
>
>
>
> On Wed, Jul 28, 2010 at 1:08 PM, George Simpson <simpsongeorge68 at gmail.com
> > wrote:
>
>> Hello again.
>>
>> We finally got fetchmail to work! thanks to everyone who helped, it now is
>> up and running. However, we hit a snag while trying to set it up so that
>> people just sent emails to helpdesk at myurl.com and it creates a ticket. I
>> think we have to set up aliases in fetchmail so that that email address is
>> forwarded to the RT helpdesk queue, but I cannot seem to find out how to do
>> it. Is there any documentation about doing this anywhere? I cannot seem to
>> find it here nor with the all-powerful google. Thanks in advance, and I
>> really appreciate everyones help!
>>
>> George
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>
>
> --
> 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 nosm.ca
>
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From mike.johnson at nosm.ca  Wed Jul 28 15:02:22 2010
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Wed, 28 Jul 2010 15:02:22 -0400
Subject: [rt-users] Configure Fetchmail to create tickets
In-Reply-To: <AANLkTikP746jAdL8+HMEo+O3V2LdbmziqtNkcfuifWJ9@mail.gmail.com>
References: <AANLkTikbuG1+iQMuQvGH03=1x5GJSDe-xKEz4nMEfF=s@mail.gmail.com>
	<AANLkTim3=gq+w=A2eOHGS4ntaxVGpA86bmokZ7Td9HHu@mail.gmail.com>
	<AANLkTikP746jAdL8+HMEo+O3V2LdbmziqtNkcfuifWJ9@mail.gmail.com>
Message-ID: <AANLkTimsvgCP1mywYZ_1Gx2zGvKoqbpOUuh4JJmb3bU7@mail.gmail.com>

Yes, this all goes into the .fetchmailrc file for the user executing
fetchmail, and yes, you'd have to adjust the settings to point to your
various pieces like perl, mailgate, RT url(note mine doesn't end with /rt3),
and obviously the email server you are needing to pull emails from.

HTH.
Mike.



On Wed, Jul 28, 2010 at 2:24 PM, George Simpson
<simpsongeorge68 at gmail.com>wrote:

> Thanks for the reply!
>
> I am really new to all of this, I just became an Intern at this company
> after one year of college and they asked me to set up RT. The
>
> poll imap.gmail.com proto imap port 993:
> username helpdesk at mydomain.com password mypassword  ssl mda "/usr/bin/perl
> /opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com --queue General
> --action correspond"
>
> goes in the fetchmail.conf file right? I can do something like that for the
> .fetchmailrc file, if that is the right one. The difference is that our
> rt-mailgate path is usr/sbin/rt-mailgate is that all I put for "usr/bin/perl
> /opt/rt3/bin/rt-mailgate"?
>
> Thanks for the help, and sorry for the complete lack of knowledge.
>
> George
>
>
> On Wed, Jul 28, 2010 at 11:09 AM, Mike Johnson <mike.johnson at nosm.ca>wrote:
>
>> In your fetchmail config, you tell fetchmail to send the emails it grabs
>> to a specific process.  For RT to create a ticket from an email, you need to
>> give the email to rt-mailgate.
>>
>> You do this through the fetchmail config file.
>>
>> This is an example of one grabbing email from a google apps account and
>> sending it to rt-mailgate
>>
>> poll imap.gmail.com proto imap port 993:
>> username helpdesk at mydomain.com password mypassword  ssl mda
>> "/usr/bin/perl /opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com--queue General --action correspond"
>> Hope that helps.
>> Mike.
>>
>>
>>
>>
>>   On Wed, Jul 28, 2010 at 1:08 PM, George Simpson <
>> simpsongeorge68 at gmail.com> wrote:
>>
>>>  Hello again.
>>>
>>> We finally got fetchmail to work! thanks to everyone who helped, it now
>>> is up and running. However, we hit a snag while trying to set it up so that
>>> people just sent emails to helpdesk at myurl.com and it creates a ticket. I
>>> think we have to set up aliases in fetchmail so that that email address is
>>> forwarded to the RT helpdesk queue, but I cannot seem to find out how to do
>>> it. Is there any documentation about doing this anywhere? I cannot seem to
>>> find it here nor with the all-powerful google. Thanks in advance, and I
>>> really appreciate everyones help!
>>>
>>> George
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>
>>
>>
>> --
>> 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 nosm.ca
>>
>
>


-- 
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 nosm.ca
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From paul.broadwith at blueivy.co.uk  Wed Jul 28 15:03:18 2010
From: paul.broadwith at blueivy.co.uk (Paul Broadwith)
Date: Wed, 28 Jul 2010 20:03:18 +0100
Subject: [rt-users] Setting RT to gather stats and bill for tickets
Message-ID: <FCE6DC3C43E9B6418C4D7243C2D7C1AB4697F3@bludcshig001.BlueIvy.local>

I'm hoping somebody can point me in the right direction or even better,
somebody has already done this. I've been using RT for some time now
(around a year) and started really using it heavily in the last 4
months. It's great. I love it. But it's Perl based and I'm not J

 

What I want to do is effectively get RT to give me some stats on the
type of tickets / comments that have been logged and what they are
logged for. I want to also be able to flag each ticket response as
billable or unbillable and be able to total it up (either manually or
preferably automatically).

 

I have clients on different contracts. Some get server work included,
some server and workstations and some everything. Sometimes a ticket
will include work on servers, workstations or other stuff.  When I do
some work, I enter a comment about it and how long it took. What I want
to do is enter a comment, flag whether it's server, workstation, other
or onsite work and whether it is billable or not. At the end of the
month I would like to get a list of all the comments and group them by
workstation / server etc. and say 'this month we did 14 hours of work on
servers, 52 on workstations' .... Etc. etc. I could also then total all
the billable work and invoice for that accordingly as each client has
their own queue.

 

I am about to look at Custom Fields in the hope it will help me, but
before I do this would anybody be able to tell me if this is the way to
go or if there is a better way to do it?

 

Any help much appreciated. Thanks in advance.

 

Kind regards,

 

Paul Broadwith (MBCS)

Microsoft Certified Professional

Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner

 

 

Tel.: 0845 862 0292

Web: http://www.blueivy.co.uk <http://www.blueivy.co.uk> 

 

 


--------------------------------------------------------------------------------
 
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Registered company number: SC 221649.
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From raubvogel at gmail.com  Wed Jul 28 15:17:09 2010
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Wed, 28 Jul 2010 15:17:09 -0400
Subject: [rt-users] Configure Fetchmail to create tickets
In-Reply-To: <AANLkTimsvgCP1mywYZ_1Gx2zGvKoqbpOUuh4JJmb3bU7@mail.gmail.com>
References: <AANLkTikbuG1+iQMuQvGH03=1x5GJSDe-xKEz4nMEfF=s@mail.gmail.com>
	<AANLkTim3=gq+w=A2eOHGS4ntaxVGpA86bmokZ7Td9HHu@mail.gmail.com>
	<AANLkTikP746jAdL8+HMEo+O3V2LdbmziqtNkcfuifWJ9@mail.gmail.com>
	<AANLkTimsvgCP1mywYZ_1Gx2zGvKoqbpOUuh4JJmb3bU7@mail.gmail.com>
Message-ID: <AANLkTi=si19-rMT5hgy1s1r=D=hjkCS3Eo4Nwfim7M+4@mail.gmail.com>

On Wed, Jul 28, 2010 at 3:02 PM, Mike Johnson <mike.johnson at nosm.ca> wrote:
>
> Yes, this all goes into the .fetchmailrc file for the user executing
> fetchmail, and yes, you'd have to adjust the settings to point to your
> various pieces like perl, mailgate, RT url(note mine doesn't end with /rt3),
> and obviously the email server you are needing to pull emails from.
>
> HTH.
> Mike.
>
     FYI, our setup here has fetchmail running in the machine (ok, a
vm) RT is installed on, which I guess is different than some setups.
Main reason is that we did not want to run any scripts in the mail
server if we did not have to. We stole the basic idea from
http://www.oreillynet.com/linux/blog/2007/08/rt_mailgate.html: mail
goes to the rt email account, which then is queried by fetchmail
whenever it feels doing so (every 20s in our case). So, our
/etc/fetchmailrc looks like this:

set syslog;
set daemon 20;

poll "mail.domain.com"
with protocol imap
username rt password cookies
mda "/usr/bin/perl /usr/bin/rt-mailgate --url https://localhost/ \
--queue support --action correspond"

And /etc/default/fetchmail kinda looks like this:

# 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
#

As explained by Mike, you need to make sure that you know where
rt-mailgate and perl are hiding in your system.

Mauricio

>
>
> On Wed, Jul 28, 2010 at 2:24 PM, George Simpson <simpsongeorge68 at gmail.com>
> wrote:
>>
>> Thanks for the reply!
>> I am really new to all of this, I just became an Intern at this company
>> after one year of college and they asked me to set up RT. The
>> poll?imap.gmail.com?proto imap port 993:
>> username?helpdesk at mydomain.com?password?mypassword? ssl mda "/usr/bin/perl
>> /opt/rt3/bin/rt-mailgate --url?http://rt.mydomain.com?--queue General
>> --action correspond"
>> goes in the fetchmail.conf file right? I can do something like that for
>> the .fetchmailrc file, if that is the right one. The difference is that our
>> rt-mailgate path is usr/sbin/rt-mailgate is that all I put for "usr/bin/perl
>> /opt/rt3/bin/rt-mailgate"?
>> Thanks for the help, and sorry for the complete lack of knowledge.
>> George
>>
>> On Wed, Jul 28, 2010 at 11:09 AM, Mike Johnson <mike.johnson at nosm.ca>
>> wrote:
>>>
>>> In your fetchmail config, you tell fetchmail to send the emails it grabs
>>> to a specific process.? For RT to create a ticket from an email, you need to
>>> give the email to rt-mailgate.
>>>
>>> You do this through the fetchmail config file.
>>>
>>> This is an example of one grabbing email from a google apps account and
>>> sending it to rt-mailgate
>>>
>>> poll imap.gmail.com proto imap port 993:
>>> username?helpdesk at mydomain.com password?mypassword? ssl mda
>>> "/usr/bin/perl /opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com --queue
>>> General --action correspond"
>>> Hope that helps.
>>> Mike.
>>>
>>>
>>>
>>> On Wed, Jul 28, 2010 at 1:08 PM, George Simpson
>>> <simpsongeorge68 at gmail.com> wrote:
>>>>
>>>> Hello again.
>>>> We finally got fetchmail to work! thanks to everyone who helped, it now
>>>> is up and running. However, we hit a snag while trying to set it up so that
>>>> people just sent emails to helpdesk at myurl.com and it creates a ticket. I
>>>> think we have to set up aliases in fetchmail so that that email address is
>>>> forwarded to the RT helpdesk queue, but I cannot seem to find out how to do
>>>> it. Is there any documentation about doing this anywhere? I cannot seem to
>>>> find it here nor with the all-powerful google. Thanks in advance, and I
>>>> really appreciate everyones help!
>>>> George
>>>>
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>>
>>>
>>> --
>>> 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 nosm.ca
>>
>
>
>
> --
> 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 nosm.ca
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From simpsongeorge68 at gmail.com  Wed Jul 28 15:21:08 2010
From: simpsongeorge68 at gmail.com (George Simpson)
Date: Wed, 28 Jul 2010 12:21:08 -0700
Subject: [rt-users] Configure Fetchmail to create tickets
In-Reply-To: <AANLkTimsvgCP1mywYZ_1Gx2zGvKoqbpOUuh4JJmb3bU7@mail.gmail.com>
References: <AANLkTikbuG1+iQMuQvGH03=1x5GJSDe-xKEz4nMEfF=s@mail.gmail.com>
	<AANLkTim3=gq+w=A2eOHGS4ntaxVGpA86bmokZ7Td9HHu@mail.gmail.com>
	<AANLkTikP746jAdL8+HMEo+O3V2LdbmziqtNkcfuifWJ9@mail.gmail.com>
	<AANLkTimsvgCP1mywYZ_1Gx2zGvKoqbpOUuh4JJmb3bU7@mail.gmail.com>
Message-ID: <AANLkTim7Te9ws2UsfTjF+34oYpts8EaASLDPn1iwVkPU@mail.gmail.com>

Hi,

It's still passing syntax errors, I have verified that the paths are right,
but its finding problems with the perl path. Is there anything that I am
doing wrong? I posted the line in my previous post.

On Wed, Jul 28, 2010 at 12:02 PM, Mike Johnson <mike.johnson at nosm.ca> wrote:

>
> Yes, this all goes into the .fetchmailrc file for the user executing
> fetchmail, and yes, you'd have to adjust the settings to point to your
> various pieces like perl, mailgate, RT url(note mine doesn't end with /rt3),
> and obviously the email server you are needing to pull emails from.
>
> HTH.
> Mike.
>
>
>
> On Wed, Jul 28, 2010 at 2:24 PM, George Simpson <simpsongeorge68 at gmail.com
> > wrote:
>
>> Thanks for the reply!
>>
>> I am really new to all of this, I just became an Intern at this company
>> after one year of college and they asked me to set up RT. The
>>
>> poll imap.gmail.com proto imap port 993:
>> username helpdesk at mydomain.com password mypassword  ssl mda
>> "/usr/bin/perl /opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com --queue
>> General --action correspond"
>>
>> goes in the fetchmail.conf file right? I can do something like that for
>> the .fetchmailrc file, if that is the right one. The difference is that our
>> rt-mailgate path is usr/sbin/rt-mailgate is that all I put for "usr/bin/perl
>> /opt/rt3/bin/rt-mailgate"?
>>
>> Thanks for the help, and sorry for the complete lack of knowledge.
>>
>> George
>>
>>
>> On Wed, Jul 28, 2010 at 11:09 AM, Mike Johnson <mike.johnson at nosm.ca>wrote:
>>
>>> In your fetchmail config, you tell fetchmail to send the emails it grabs
>>> to a specific process.  For RT to create a ticket from an email, you need to
>>> give the email to rt-mailgate.
>>>
>>> You do this through the fetchmail config file.
>>>
>>> This is an example of one grabbing email from a google apps account and
>>> sending it to rt-mailgate
>>>
>>> poll imap.gmail.com proto imap port 993:
>>> username helpdesk at mydomain.com password mypassword  ssl mda
>>> "/usr/bin/perl /opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com--queue General --action correspond"
>>>  Hope that helps.
>>> Mike.
>>>
>>>
>>>
>>>
>>>   On Wed, Jul 28, 2010 at 1:08 PM, George Simpson <
>>> simpsongeorge68 at gmail.com> wrote:
>>>
>>>>  Hello again.
>>>>
>>>> We finally got fetchmail to work! thanks to everyone who helped, it now
>>>> is up and running. However, we hit a snag while trying to set it up so that
>>>> people just sent emails to helpdesk at myurl.com and it creates a ticket.
>>>> I think we have to set up aliases in fetchmail so that that email address is
>>>> forwarded to the RT helpdesk queue, but I cannot seem to find out how to do
>>>> it. Is there any documentation about doing this anywhere? I cannot seem to
>>>> find it here nor with the all-powerful google. Thanks in advance, and I
>>>> really appreciate everyones help!
>>>>
>>>> George
>>>>
>>>>
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>
>>>
>>>
>>>
>>> --
>>> 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 nosm.ca
>>>
>>
>>
>
>
> --
> 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 nosm.ca
>
-------------- next part --------------
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From mike.johnson at nosm.ca  Wed Jul 28 15:57:50 2010
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Wed, 28 Jul 2010 15:57:50 -0400
Subject: [rt-users] Configure Fetchmail to create tickets
In-Reply-To: <AANLkTim7Te9ws2UsfTjF+34oYpts8EaASLDPn1iwVkPU@mail.gmail.com>
References: <AANLkTikbuG1+iQMuQvGH03=1x5GJSDe-xKEz4nMEfF=s@mail.gmail.com>
	<AANLkTim3=gq+w=A2eOHGS4ntaxVGpA86bmokZ7Td9HHu@mail.gmail.com>
	<AANLkTikP746jAdL8+HMEo+O3V2LdbmziqtNkcfuifWJ9@mail.gmail.com>
	<AANLkTimsvgCP1mywYZ_1Gx2zGvKoqbpOUuh4JJmb3bU7@mail.gmail.com>
	<AANLkTim7Te9ws2UsfTjF+34oYpts8EaASLDPn1iwVkPU@mail.gmail.com>
Message-ID: <AANLkTi=kPysXcVWccsUMedPNz=bCT_MJc--D70aCmkOV@mail.gmail.com>

If you copy/pasted, the error would be you are missing a / infront of your
perl path...

not sure if you just missed that when you copy/pasted or not...

On Wed, Jul 28, 2010 at 3:21 PM, George Simpson
<simpsongeorge68 at gmail.com>wrote:

> Hi,
>
> It's still passing syntax errors, I have verified that the paths are right,
> but its finding problems with the perl path. Is there anything that I am
> doing wrong? I posted the line in my previous post.
>
>
> On Wed, Jul 28, 2010 at 12:02 PM, Mike Johnson <mike.johnson at nosm.ca>wrote:
>
>>
>> Yes, this all goes into the .fetchmailrc file for the user executing
>> fetchmail, and yes, you'd have to adjust the settings to point to your
>> various pieces like perl, mailgate, RT url(note mine doesn't end with /rt3),
>> and obviously the email server you are needing to pull emails from.
>>
>> HTH.
>> Mike.
>>
>>
>>
>> On Wed, Jul 28, 2010 at 2:24 PM, George Simpson <
>> simpsongeorge68 at gmail.com> wrote:
>>
>>> Thanks for the reply!
>>>
>>> I am really new to all of this, I just became an Intern at this company
>>> after one year of college and they asked me to set up RT. The
>>>
>>> poll imap.gmail.com proto imap port 993:
>>> username helpdesk at mydomain.com password mypassword  ssl mda
>>> "/usr/bin/perl /opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com --queue
>>> General --action correspond"
>>>
>>> goes in the fetchmail.conf file right? I can do something like that for
>>> the .fetchmailrc file, if that is the right one. The difference is that our
>>> rt-mailgate path is usr/sbin/rt-mailgate is that all I put for "usr/bin/perl
>>> /opt/rt3/bin/rt-mailgate"?
>>>
>>> Thanks for the help, and sorry for the complete lack of knowledge.
>>>
>>> George
>>>
>>>
>>> On Wed, Jul 28, 2010 at 11:09 AM, Mike Johnson <mike.johnson at nosm.ca>wrote:
>>>
>>>> In your fetchmail config, you tell fetchmail to send the emails it grabs
>>>> to a specific process.  For RT to create a ticket from an email, you need to
>>>> give the email to rt-mailgate.
>>>>
>>>> You do this through the fetchmail config file.
>>>>
>>>> This is an example of one grabbing email from a google apps account and
>>>> sending it to rt-mailgate
>>>>
>>>> poll imap.gmail.com proto imap port 993:
>>>> username helpdesk at mydomain.com password mypassword  ssl mda
>>>> "/usr/bin/perl /opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com--queue General --action correspond"
>>>> Hope that helps.
>>>> Mike.
>>>>
>>>>
>>>>
>>>>
>>>>   On Wed, Jul 28, 2010 at 1:08 PM, George Simpson <
>>>> simpsongeorge68 at gmail.com> wrote:
>>>>
>>>>>  Hello again.
>>>>>
>>>>> We finally got fetchmail to work! thanks to everyone who helped, it now
>>>>> is up and running. However, we hit a snag while trying to set it up so that
>>>>> people just sent emails to helpdesk at myurl.com and it creates a ticket.
>>>>> I think we have to set up aliases in fetchmail so that that email address is
>>>>> forwarded to the RT helpdesk queue, but I cannot seem to find out how to do
>>>>> it. Is there any documentation about doing this anywhere? I cannot seem to
>>>>> find it here nor with the all-powerful google. Thanks in advance, and I
>>>>> really appreciate everyones help!
>>>>>
>>>>> George
>>>>>
>>>>>
>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>
>>>>
>>>>
>>>>
>>>> --
>>>> 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 nosm.ca
>>>>
>>>
>>>
>>
>>
>> --
>> 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 nosm.ca
>>
>
>


-- 
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 nosm.ca
-------------- next part --------------
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From simpsongeorge68 at gmail.com  Wed Jul 28 16:26:23 2010
From: simpsongeorge68 at gmail.com (George Simpson)
Date: Wed, 28 Jul 2010 13:26:23 -0700
Subject: [rt-users] Configure Fetchmail to create tickets
In-Reply-To: <AANLkTi=kPysXcVWccsUMedPNz=bCT_MJc--D70aCmkOV@mail.gmail.com>
References: <AANLkTikbuG1+iQMuQvGH03=1x5GJSDe-xKEz4nMEfF=s@mail.gmail.com>
	<AANLkTim3=gq+w=A2eOHGS4ntaxVGpA86bmokZ7Td9HHu@mail.gmail.com>
	<AANLkTikP746jAdL8+HMEo+O3V2LdbmziqtNkcfuifWJ9@mail.gmail.com>
	<AANLkTimsvgCP1mywYZ_1Gx2zGvKoqbpOUuh4JJmb3bU7@mail.gmail.com>
	<AANLkTim7Te9ws2UsfTjF+34oYpts8EaASLDPn1iwVkPU@mail.gmail.com>
	<AANLkTi=kPysXcVWccsUMedPNz=bCT_MJc--D70aCmkOV@mail.gmail.com>
Message-ID: <AANLkTinyF6m=UJ-agV7LYaxEEDhi5PGLxJqoy9TWQQ6E@mail.gmail.com>

/usr/bin/perl I think is what I wrote here, is that not correct?

On Wed, Jul 28, 2010 at 12:57 PM, Mike Johnson <mike.johnson at nosm.ca> wrote:

> If you copy/pasted, the error would be you are missing a / infront of your
> perl path...
>
> not sure if you just missed that when you copy/pasted or not...
>
> On Wed, Jul 28, 2010 at 3:21 PM, George Simpson <simpsongeorge68 at gmail.com
> > wrote:
>
>> Hi,
>>
>> It's still passing syntax errors, I have verified that the paths are
>> right, but its finding problems with the perl path. Is there anything that I
>> am doing wrong? I posted the line in my previous post.
>>
>>
>> On Wed, Jul 28, 2010 at 12:02 PM, Mike Johnson <mike.johnson at nosm.ca>wrote:
>>
>>>
>>> Yes, this all goes into the .fetchmailrc file for the user executing
>>> fetchmail, and yes, you'd have to adjust the settings to point to your
>>> various pieces like perl, mailgate, RT url(note mine doesn't end with /rt3),
>>> and obviously the email server you are needing to pull emails from.
>>>
>>> HTH.
>>> Mike.
>>>
>>>
>>>
>>> On Wed, Jul 28, 2010 at 2:24 PM, George Simpson <
>>> simpsongeorge68 at gmail.com> wrote:
>>>
>>>> Thanks for the reply!
>>>>
>>>> I am really new to all of this, I just became an Intern at this company
>>>> after one year of college and they asked me to set up RT. The
>>>>
>>>> poll imap.gmail.com proto imap port 993:
>>>> username helpdesk at mydomain.com password mypassword  ssl mda
>>>> "/usr/bin/perl /opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com --queue
>>>> General --action correspond"
>>>>
>>>> goes in the fetchmail.conf file right? I can do something like that for
>>>> the .fetchmailrc file, if that is the right one. The difference is that our
>>>> rt-mailgate path is usr/sbin/rt-mailgate is that all I put for "usr/bin/perl
>>>> /opt/rt3/bin/rt-mailgate"?
>>>>
>>>> Thanks for the help, and sorry for the complete lack of knowledge.
>>>>
>>>> George
>>>>
>>>>
>>>> On Wed, Jul 28, 2010 at 11:09 AM, Mike Johnson <mike.johnson at nosm.ca>wrote:
>>>>
>>>>> In your fetchmail config, you tell fetchmail to send the emails it
>>>>> grabs to a specific process.  For RT to create a ticket from an email, you
>>>>> need to give the email to rt-mailgate.
>>>>>
>>>>> You do this through the fetchmail config file.
>>>>>
>>>>> This is an example of one grabbing email from a google apps account and
>>>>> sending it to rt-mailgate
>>>>>
>>>>> poll imap.gmail.com proto imap port 993:
>>>>> username helpdesk at mydomain.com password mypassword  ssl mda
>>>>> "/usr/bin/perl /opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com--queue General --action correspond"
>>>>>  Hope that helps.
>>>>> Mike.
>>>>>
>>>>>
>>>>>
>>>>>
>>>>>   On Wed, Jul 28, 2010 at 1:08 PM, George Simpson <
>>>>> simpsongeorge68 at gmail.com> wrote:
>>>>>
>>>>>>  Hello again.
>>>>>>
>>>>>> We finally got fetchmail to work! thanks to everyone who helped, it
>>>>>> now is up and running. However, we hit a snag while trying to set it up so
>>>>>> that people just sent emails to helpdesk at myurl.com and it creates a
>>>>>> ticket. I think we have to set up aliases in fetchmail so that that email
>>>>>> address is forwarded to the RT helpdesk queue, but I cannot seem to find out
>>>>>> how to do it. Is there any documentation about doing this anywhere? I cannot
>>>>>> seem to find it here nor with the all-powerful google. Thanks in advance,
>>>>>> and I really appreciate everyones help!
>>>>>>
>>>>>> George
>>>>>>
>>>>>>
>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>
>>>>>
>>>>>
>>>>>
>>>>> --
>>>>> 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 nosm.ca
>>>>>
>>>>
>>>>
>>>
>>>
>>> --
>>> 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 nosm.ca
>>>
>>
>>
>
>
> --
> 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 nosm.ca
>
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From raubvogel at gmail.com  Wed Jul 28 16:33:23 2010
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Wed, 28 Jul 2010 16:33:23 -0400
Subject: [rt-users] Configure Fetchmail to create tickets
In-Reply-To: <AANLkTinyF6m=UJ-agV7LYaxEEDhi5PGLxJqoy9TWQQ6E@mail.gmail.com>
References: <AANLkTikbuG1+iQMuQvGH03=1x5GJSDe-xKEz4nMEfF=s@mail.gmail.com>
	<AANLkTim3=gq+w=A2eOHGS4ntaxVGpA86bmokZ7Td9HHu@mail.gmail.com>
	<AANLkTikP746jAdL8+HMEo+O3V2LdbmziqtNkcfuifWJ9@mail.gmail.com>
	<AANLkTimsvgCP1mywYZ_1Gx2zGvKoqbpOUuh4JJmb3bU7@mail.gmail.com>
	<AANLkTim7Te9ws2UsfTjF+34oYpts8EaASLDPn1iwVkPU@mail.gmail.com>
	<AANLkTi=kPysXcVWccsUMedPNz=bCT_MJc--D70aCmkOV@mail.gmail.com>
	<AANLkTinyF6m=UJ-agV7LYaxEEDhi5PGLxJqoy9TWQQ6E@mail.gmail.com>
Message-ID: <AANLkTi=ACvjp8QTqe5oLV4toX0H23aR9ojuT7UTztA6O@mail.gmail.com>

On Wed, Jul 28, 2010 at 4:26 PM, George Simpson
<simpsongeorge68 at gmail.com> wrote:
> /usr/bin/perl I think is what I wrote here, is that not correct?
>
      What do you get by typing `which perl` in your machine?

> On Wed, Jul 28, 2010 at 12:57 PM, Mike Johnson <mike.johnson at nosm.ca> wrote:
>>
>> If you copy/pasted, the error would be you are missing a / infront of your
>> perl path...
>>
>> not sure if you just missed that when you copy/pasted or not...
>>
>> On Wed, Jul 28, 2010 at 3:21 PM, George Simpson
>> <simpsongeorge68 at gmail.com> wrote:
>>>
>>> Hi,
>>> It's still passing syntax errors, I have verified that the paths are
>>> right, but its finding problems with the perl path. Is there anything that I
>>> am doing wrong? I posted the line in my previous post.
>>>
>>> On Wed, Jul 28, 2010 at 12:02 PM, Mike Johnson <mike.johnson at nosm.ca>
>>> wrote:
>>>>
>>>>
>>>> Yes, this all goes into the .fetchmailrc file for the user executing
>>>> fetchmail, and yes, you'd have to adjust the settings to point to your
>>>> various pieces like?perl, mailgate, RT url(note mine doesn't end with /rt3),
>>>> and obviously the email server you are needing to pull emails from.
>>>>
>>>> HTH.
>>>> Mike.
>>>>
>>>>
>>>> On Wed, Jul 28, 2010 at 2:24 PM, George Simpson
>>>> <simpsongeorge68 at gmail.com> wrote:
>>>>>
>>>>> Thanks for the reply!
>>>>> I am really new to all of this, I just became an Intern at this company
>>>>> after one year of college and they asked me to set up RT. The
>>>>> poll?imap.gmail.com?proto imap port 993:
>>>>> username?helpdesk at mydomain.com?password?mypassword? ssl mda
>>>>> "/usr/bin/perl /opt/rt3/bin/rt-mailgate --url?http://rt.mydomain.com?--queue
>>>>> General --action correspond"
>>>>> goes in the fetchmail.conf file right? I can do something like that for
>>>>> the .fetchmailrc file, if that is the right one. The difference is that our
>>>>> rt-mailgate path is usr/sbin/rt-mailgate is that all I put for "usr/bin/perl
>>>>> /opt/rt3/bin/rt-mailgate"?
>>>>> Thanks for the help, and sorry for the complete lack of knowledge.
>>>>> George
>>>>>
>>>>> On Wed, Jul 28, 2010 at 11:09 AM, Mike Johnson <mike.johnson at nosm.ca>
>>>>> wrote:
>>>>>>
>>>>>> In your fetchmail config, you tell fetchmail to send the emails it
>>>>>> grabs to a specific process.? For RT to create a ticket from an email, you
>>>>>> need to give the email to rt-mailgate.
>>>>>>
>>>>>> You do this through the fetchmail config file.
>>>>>>
>>>>>> This is an example of one grabbing email from a google apps account
>>>>>> and sending it to rt-mailgate
>>>>>>
>>>>>> poll imap.gmail.com proto imap port 993:
>>>>>> username?helpdesk at mydomain.com password?mypassword? ssl mda
>>>>>> "/usr/bin/perl /opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com --queue
>>>>>> General --action correspond"
>>>>>> Hope that helps.
>>>>>> Mike.
>>>>>>
>>>>>>
>>>>>>
>>>>>> On Wed, Jul 28, 2010 at 1:08 PM, George Simpson
>>>>>> <simpsongeorge68 at gmail.com> wrote:
>>>>>>>
>>>>>>> Hello again.
>>>>>>> We finally got fetchmail to work! thanks to everyone who helped, it
>>>>>>> now is up and running. However, we hit a snag while trying to set it up so
>>>>>>> that people just sent emails to helpdesk at myurl.com and it creates a ticket.
>>>>>>> I think we have to set up aliases in fetchmail so that that email address is
>>>>>>> forwarded to the RT helpdesk queue, but I cannot seem to find out how to do
>>>>>>> it. Is there any documentation about doing this anywhere? I cannot seem to
>>>>>>> find it here nor with the all-powerful google. Thanks in advance, and I
>>>>>>> really appreciate everyones help!
>>>>>>> George
>>>>>>>
>>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>
>>>>>>
>>>>>>
>>>>>> --
>>>>>> 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 nosm.ca
>>>>>
>>>>
>>>>
>>>>
>>>> --
>>>> 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 nosm.ca
>>>
>>
>>
>>
>> --
>> 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 nosm.ca
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From MJames at stonebridgebank.com  Wed Jul 28 16:38:41 2010
From: MJames at stonebridgebank.com (Michael James)
Date: Wed, 28 Jul 2010 16:38:41 -0400
Subject: [rt-users] Approvals not working
Message-ID: <4C505D110200009D0000A10E@mailfilter.stonebridgebank.com>

Hi, I used example code on the wiki to create a PO-Request type approval in RT3.8.8 http://wiki.bestpractical.com/view/ApprovalCreation The process creates new ticket(s) but isn't quite right yet.

I created 2 queues: ChangeRequest and ChangeApproval and both are enabled.

ChangeRequest queue has 1 scrip:

On Create, Create Tickets with template CreateApproval, stage TransactionCreate. with no User defined conditions.

The CreateApproval template is pretty much cut-n-paste from the wiki:

===Create-Ticket: poreq
Subject: Approve Change Request for {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Queue: ChangeApproval
Type: approval
Owner: username-of-owner   #note this is so that notifications work properly
Content: Someone has created a Change Request.  Please review.
ENDOFCONTENT

For the ChangeApproval queue, I copied/pasted all of the scrips and templates from the default __Approvals queue. 

When I create a new ticket in the ChangeRequest queue, a 2nd ticket is created and notifications are sent to the watchers that a new ticket is awaiting approval. However, the approvals don't show up in My Approvals. Nor do they show up in the ChangeApproval queue when I search for them. The tickets/approvals exist, I can see them in the Tickets table with type=approval.

I can't sort out what I've done wrong. Any ideas?

Mike


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 simpsongeorge68 at gmail.com  Wed Jul 28 16:39:28 2010
From: simpsongeorge68 at gmail.com (George Simpson)
Date: Wed, 28 Jul 2010 13:39:28 -0700
Subject: [rt-users] Configure Fetchmail to create tickets
In-Reply-To: <AANLkTi=ACvjp8QTqe5oLV4toX0H23aR9ojuT7UTztA6O@mail.gmail.com>
References: <AANLkTikbuG1+iQMuQvGH03=1x5GJSDe-xKEz4nMEfF=s@mail.gmail.com>
	<AANLkTim3=gq+w=A2eOHGS4ntaxVGpA86bmokZ7Td9HHu@mail.gmail.com>
	<AANLkTikP746jAdL8+HMEo+O3V2LdbmziqtNkcfuifWJ9@mail.gmail.com>
	<AANLkTimsvgCP1mywYZ_1Gx2zGvKoqbpOUuh4JJmb3bU7@mail.gmail.com>
	<AANLkTim7Te9ws2UsfTjF+34oYpts8EaASLDPn1iwVkPU@mail.gmail.com>
	<AANLkTi=kPysXcVWccsUMedPNz=bCT_MJc--D70aCmkOV@mail.gmail.com>
	<AANLkTinyF6m=UJ-agV7LYaxEEDhi5PGLxJqoy9TWQQ6E@mail.gmail.com>
	<AANLkTi=ACvjp8QTqe5oLV4toX0H23aR9ojuT7UTztA6O@mail.gmail.com>
Message-ID: <AANLkTikG4GyjB_aKtxSqL5-w3kFSyW=CMkgGPS4cXm+w@mail.gmail.com>

I get /usr/bin/perl upon typing that command, but when I type which
rt-mailgate it cannot find it with that command, is that the problem?

[rpatel at ec02 ~]$ which perl
/usr/bin/perl
[rpatel at ec02 ~]$ which rt-mailgate
/usr/bin/which: no rt-mailgate in
(/usr/kerberos/bin:/usr/local/bin:/bin:/usr/bin:/home/rpatel/bin)

On Wed, Jul 28, 2010 at 1:33 PM, Mauricio Tavares <raubvogel at gmail.com>wrote:

> On Wed, Jul 28, 2010 at 4:26 PM, George Simpson
> <simpsongeorge68 at gmail.com> wrote:
> > /usr/bin/perl I think is what I wrote here, is that not correct?
> >
>       What do you get by typing `which perl` in your machine?
>
> > On Wed, Jul 28, 2010 at 12:57 PM, Mike Johnson <mike.johnson at nosm.ca>
> wrote:
> >>
> >> If you copy/pasted, the error would be you are missing a / infront of
> your
> >> perl path...
> >>
> >> not sure if you just missed that when you copy/pasted or not...
> >>
> >> On Wed, Jul 28, 2010 at 3:21 PM, George Simpson
> >> <simpsongeorge68 at gmail.com> wrote:
> >>>
> >>> Hi,
> >>> It's still passing syntax errors, I have verified that the paths are
> >>> right, but its finding problems with the perl path. Is there anything
> that I
> >>> am doing wrong? I posted the line in my previous post.
> >>>
> >>> On Wed, Jul 28, 2010 at 12:02 PM, Mike Johnson <mike.johnson at nosm.ca>
> >>> wrote:
> >>>>
> >>>>
> >>>> Yes, this all goes into the .fetchmailrc file for the user executing
> >>>> fetchmail, and yes, you'd have to adjust the settings to point to your
> >>>> various pieces like perl, mailgate, RT url(note mine doesn't end with
> /rt3),
> >>>> and obviously the email server you are needing to pull emails from.
> >>>>
> >>>> HTH.
> >>>> Mike.
> >>>>
> >>>>
> >>>> On Wed, Jul 28, 2010 at 2:24 PM, George Simpson
> >>>> <simpsongeorge68 at gmail.com> wrote:
> >>>>>
> >>>>> Thanks for the reply!
> >>>>> I am really new to all of this, I just became an Intern at this
> company
> >>>>> after one year of college and they asked me to set up RT. The
> >>>>> poll imap.gmail.com proto imap port 993:
> >>>>> username helpdesk at mydomain.com password mypassword  ssl mda
> >>>>> "/usr/bin/perl /opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com
>  --queue
> >>>>> General --action correspond"
> >>>>> goes in the fetchmail.conf file right? I can do something like that
> for
> >>>>> the .fetchmailrc file, if that is the right one. The difference is
> that our
> >>>>> rt-mailgate path is usr/sbin/rt-mailgate is that all I put for
> "usr/bin/perl
> >>>>> /opt/rt3/bin/rt-mailgate"?
> >>>>> Thanks for the help, and sorry for the complete lack of knowledge.
> >>>>> George
> >>>>>
> >>>>> On Wed, Jul 28, 2010 at 11:09 AM, Mike Johnson <mike.johnson at nosm.ca
> >
> >>>>> wrote:
> >>>>>>
> >>>>>> In your fetchmail config, you tell fetchmail to send the emails it
> >>>>>> grabs to a specific process.  For RT to create a ticket from an
> email, you
> >>>>>> need to give the email to rt-mailgate.
> >>>>>>
> >>>>>> You do this through the fetchmail config file.
> >>>>>>
> >>>>>> This is an example of one grabbing email from a google apps account
> >>>>>> and sending it to rt-mailgate
> >>>>>>
> >>>>>> poll imap.gmail.com proto imap port 993:
> >>>>>> username helpdesk at mydomain.com password mypassword  ssl mda
> >>>>>> "/usr/bin/perl /opt/rt3/bin/rt-mailgate --url
> http://rt.mydomain.com --queue
> >>>>>> General --action correspond"
> >>>>>> Hope that helps.
> >>>>>> Mike.
> >>>>>>
> >>>>>>
> >>>>>>
> >>>>>> On Wed, Jul 28, 2010 at 1:08 PM, George Simpson
> >>>>>> <simpsongeorge68 at gmail.com> wrote:
> >>>>>>>
> >>>>>>> Hello again.
> >>>>>>> We finally got fetchmail to work! thanks to everyone who helped, it
> >>>>>>> now is up and running. However, we hit a snag while trying to set
> it up so
> >>>>>>> that people just sent emails to helpdesk at myurl.com and it creates
> a ticket.
> >>>>>>> I think we have to set up aliases in fetchmail so that that email
> address is
> >>>>>>> forwarded to the RT helpdesk queue, but I cannot seem to find out
> how to do
> >>>>>>> it. Is there any documentation about doing this anywhere? I cannot
> seem to
> >>>>>>> find it here nor with the all-powerful google. Thanks in advance,
> and I
> >>>>>>> really appreciate everyones help!
> >>>>>>> George
> >>>>>>>
> >>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly
> Media.
> >>>>>>> Buy a copy at http://rtbook.bestpractical.com
> >>>>>>
> >>>>>>
> >>>>>>
> >>>>>> --
> >>>>>> 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 nosm.ca
> >>>>>
> >>>>
> >>>>
> >>>>
> >>>> --
> >>>> 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 nosm.ca
> >>>
> >>
> >>
> >>
> >> --
> >> 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 nosm.ca
> >
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
>
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From MJames at stonebridgebank.com  Wed Jul 28 16:57:00 2010
From: MJames at stonebridgebank.com (Michael James)
Date: Wed, 28 Jul 2010 16:57:00 -0400
Subject: [rt-users] Approvals not working
In-Reply-To: <1214B92276151C40B1DEBE7D142AD82F03CC90EB@XVS01.dpu.depaul.edu>
References: <4C505D110200009D0000A10E@mailfilter.stonebridgebank.com>
	<1214B92276151C40B1DEBE7D142AD82F03CC90EB@XVS01.dpu.depaul.edu>
Message-ID: <4C50615C0200009D0000A112@mailfilter.stonebridgebank.com>

It worked on 3.4.6, which is the version we were using before 3.8.8.

>>> "Foggi, Nicola" <NFOGGI at depaul.edu> 7/28/2010 4:48 PM >>>


I was never able to get a queue working with approvals other than the default __Approvals queue, if you use that does it work?

Nicola

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com on behalf of Michael James
Sent: Wed 7/28/2010 3:38 PM
To: RT Users <rt-users at lists.bestpractical.com 
Subject: [rt-users] Approvals not working
 
Hi, I used example code on the wiki to create a PO-Request type approval in RT3.8.8 http://wiki.bestpractical.com/view/ApprovalCreation The process creates new ticket(s) but isn't quite right yet.

I created 2 queues: ChangeRequest and ChangeApproval and both are enabled.

ChangeRequest queue has 1 scrip:

On Create, Create Tickets with template CreateApproval, stage TransactionCreate. with no User defined conditions.

The CreateApproval template is pretty much cut-n-paste from the wiki:

===Create-Ticket: poreq
Subject: Approve Change Request for {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Queue: ChangeApproval
Type: approval
Owner: username-of-owner   #note this is so that notifications work properly
Content: Someone has created a Change Request.  Please review.
ENDOFCONTENT

For the ChangeApproval queue, I copied/pasted all of the scrips and templates from the default __Approvals queue. 

When I create a new ticket in the ChangeRequest queue, a 2nd ticket is created and notifications are sent to the watchers that a new ticket is awaiting approval. However, the approvals don't show up in My Approvals. Nor do they show up in the ChangeApproval queue when I search for them. The tickets/approvals exist, I can see them in the Tickets table with type=approval.

I can't sort out what I've done wrong. Any ideas?

Mike


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.

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 raubvogel at gmail.com  Wed Jul 28 17:04:38 2010
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Wed, 28 Jul 2010 17:04:38 -0400
Subject: [rt-users] Configure Fetchmail to create tickets
In-Reply-To: <AANLkTikG4GyjB_aKtxSqL5-w3kFSyW=CMkgGPS4cXm+w@mail.gmail.com>
References: <AANLkTikbuG1+iQMuQvGH03=1x5GJSDe-xKEz4nMEfF=s@mail.gmail.com>
	<AANLkTim3=gq+w=A2eOHGS4ntaxVGpA86bmokZ7Td9HHu@mail.gmail.com>
	<AANLkTikP746jAdL8+HMEo+O3V2LdbmziqtNkcfuifWJ9@mail.gmail.com>
	<AANLkTimsvgCP1mywYZ_1Gx2zGvKoqbpOUuh4JJmb3bU7@mail.gmail.com>
	<AANLkTim7Te9ws2UsfTjF+34oYpts8EaASLDPn1iwVkPU@mail.gmail.com>
	<AANLkTi=kPysXcVWccsUMedPNz=bCT_MJc--D70aCmkOV@mail.gmail.com>
	<AANLkTinyF6m=UJ-agV7LYaxEEDhi5PGLxJqoy9TWQQ6E@mail.gmail.com>
	<AANLkTi=ACvjp8QTqe5oLV4toX0H23aR9ojuT7UTztA6O@mail.gmail.com>
	<AANLkTikG4GyjB_aKtxSqL5-w3kFSyW=CMkgGPS4cXm+w@mail.gmail.com>
Message-ID: <AANLkTi=49Gt0w6TN3Ka1ogRifNEdwK6QqE5BfwOpjH3O@mail.gmail.com>

On Wed, Jul 28, 2010 at 4:39 PM, George Simpson
<simpsongeorge68 at gmail.com> wrote:
> I get /usr/bin/perl upon typing that command, but when I type which
> rt-mailgate it cannot find it with that command, is that the problem?
>
as root (or sudo),

find / -name rt-mailgate -print

> [rpatel at ec02 ~]$ which perl
> /usr/bin/perl
> [rpatel at ec02 ~]$ which rt-mailgate
> /usr/bin/which: no rt-mailgate in
> (/usr/kerberos/bin:/usr/local/bin:/bin:/usr/bin:/home/rpatel/bin)
>
> On Wed, Jul 28, 2010 at 1:33 PM, Mauricio Tavares <raubvogel at gmail.com>
> wrote:
>>
>> On Wed, Jul 28, 2010 at 4:26 PM, George Simpson
>> <simpsongeorge68 at gmail.com> wrote:
>> > /usr/bin/perl I think is what I wrote here, is that not correct?
>> >
>> ? ? ?What do you get by typing `which perl` in your machine?
>>
>> > On Wed, Jul 28, 2010 at 12:57 PM, Mike Johnson <mike.johnson at nosm.ca>
>> > wrote:
>> >>
>> >> If you copy/pasted, the error would be you are missing a / infront of
>> >> your
>> >> perl path...
>> >>
>> >> not sure if you just missed that when you copy/pasted or not...
>> >>
>> >> On Wed, Jul 28, 2010 at 3:21 PM, George Simpson
>> >> <simpsongeorge68 at gmail.com> wrote:
>> >>>
>> >>> Hi,
>> >>> It's still passing syntax errors, I have verified that the paths are
>> >>> right, but its finding problems with the perl path. Is there anything
>> >>> that I
>> >>> am doing wrong? I posted the line in my previous post.
>> >>>
>> >>> On Wed, Jul 28, 2010 at 12:02 PM, Mike Johnson <mike.johnson at nosm.ca>
>> >>> wrote:
>> >>>>
>> >>>>
>> >>>> Yes, this all goes into the .fetchmailrc file for the user executing
>> >>>> fetchmail, and yes, you'd have to adjust the settings to point to
>> >>>> your
>> >>>> various pieces like?perl, mailgate, RT url(note mine doesn't end with
>> >>>> /rt3),
>> >>>> and obviously the email server you are needing to pull emails from.
>> >>>>
>> >>>> HTH.
>> >>>> Mike.
>> >>>>
>> >>>>
>> >>>> On Wed, Jul 28, 2010 at 2:24 PM, George Simpson
>> >>>> <simpsongeorge68 at gmail.com> wrote:
>> >>>>>
>> >>>>> Thanks for the reply!
>> >>>>> I am really new to all of this, I just became an Intern at this
>> >>>>> company
>> >>>>> after one year of college and they asked me to set up RT. The
>> >>>>> poll?imap.gmail.com?proto imap port 993:
>> >>>>> username?helpdesk at mydomain.com?password?mypassword? ssl mda
>> >>>>> "/usr/bin/perl /opt/rt3/bin/rt-mailgate
>> >>>>> --url?http://rt.mydomain.com?--queue
>> >>>>> General --action correspond"
>> >>>>> goes in the fetchmail.conf file right? I can do something like that
>> >>>>> for
>> >>>>> the .fetchmailrc file, if that is the right one. The difference is
>> >>>>> that our
>> >>>>> rt-mailgate path is usr/sbin/rt-mailgate is that all I put for
>> >>>>> "usr/bin/perl
>> >>>>> /opt/rt3/bin/rt-mailgate"?
>> >>>>> Thanks for the help, and sorry for the complete lack of knowledge.
>> >>>>> George
>> >>>>>
>> >>>>> On Wed, Jul 28, 2010 at 11:09 AM, Mike Johnson
>> >>>>> <mike.johnson at nosm.ca>
>> >>>>> wrote:
>> >>>>>>
>> >>>>>> In your fetchmail config, you tell fetchmail to send the emails it
>> >>>>>> grabs to a specific process.? For RT to create a ticket from an
>> >>>>>> email, you
>> >>>>>> need to give the email to rt-mailgate.
>> >>>>>>
>> >>>>>> You do this through the fetchmail config file.
>> >>>>>>
>> >>>>>> This is an example of one grabbing email from a google apps account
>> >>>>>> and sending it to rt-mailgate
>> >>>>>>
>> >>>>>> poll imap.gmail.com proto imap port 993:
>> >>>>>> username?helpdesk at mydomain.com password?mypassword? ssl mda
>> >>>>>> "/usr/bin/perl /opt/rt3/bin/rt-mailgate --url
>> >>>>>> http://rt.mydomain.com --queue
>> >>>>>> General --action correspond"
>> >>>>>> Hope that helps.
>> >>>>>> Mike.
>> >>>>>>
>> >>>>>>
>> >>>>>>
>> >>>>>> On Wed, Jul 28, 2010 at 1:08 PM, George Simpson
>> >>>>>> <simpsongeorge68 at gmail.com> wrote:
>> >>>>>>>
>> >>>>>>> Hello again.
>> >>>>>>> We finally got fetchmail to work! thanks to everyone who helped,
>> >>>>>>> it
>> >>>>>>> now is up and running. However, we hit a snag while trying to set
>> >>>>>>> it up so
>> >>>>>>> that people just sent emails to helpdesk at myurl.com and it creates
>> >>>>>>> a ticket.
>> >>>>>>> I think we have to set up aliases in fetchmail so that that email
>> >>>>>>> address is
>> >>>>>>> forwarded to the RT helpdesk queue, but I cannot seem to find out
>> >>>>>>> how to do
>> >>>>>>> it. Is there any documentation about doing this anywhere? I cannot
>> >>>>>>> seem to
>> >>>>>>> find it here nor with the all-powerful google. Thanks in advance,
>> >>>>>>> and I
>> >>>>>>> really appreciate everyones help!
>> >>>>>>> George
>> >>>>>>>
>> >>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly
>> >>>>>>> Media.
>> >>>>>>> Buy a copy at http://rtbook.bestpractical.com
>> >>>>>>
>> >>>>>>
>> >>>>>>
>> >>>>>> --
>> >>>>>> 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 nosm.ca
>> >>>>>
>> >>>>
>> >>>>
>> >>>>
>> >>>> --
>> >>>> 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 nosm.ca
>> >>>
>> >>
>> >>
>> >>
>> >> --
>> >> 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 nosm.ca
>> >
>> >
>> >
>> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> > Buy a copy at http://rtbook.bestpractical.com
>> >
>
>


From simpsongeorge68 at gmail.com  Wed Jul 28 17:11:33 2010
From: simpsongeorge68 at gmail.com (George Simpson)
Date: Wed, 28 Jul 2010 14:11:33 -0700
Subject: [rt-users] Configure Fetchmail to create tickets
In-Reply-To: <AANLkTimsvgCP1mywYZ_1Gx2zGvKoqbpOUuh4JJmb3bU7@mail.gmail.com>
References: <AANLkTikbuG1+iQMuQvGH03=1x5GJSDe-xKEz4nMEfF=s@mail.gmail.com>
	<AANLkTim3=gq+w=A2eOHGS4ntaxVGpA86bmokZ7Td9HHu@mail.gmail.com>
	<AANLkTikP746jAdL8+HMEo+O3V2LdbmziqtNkcfuifWJ9@mail.gmail.com>
	<AANLkTimsvgCP1mywYZ_1Gx2zGvKoqbpOUuh4JJmb3bU7@mail.gmail.com>
Message-ID: <AANLkTinXmd+NrTTixo5ama8Y0paM1CsTAtp6cTfymc50@mail.gmail.com>

I found it, the path is correct.

[root at ec02 ~]# find / -name rt-mailgate -print
/usr/sbin/rt-mailgate
/tmp/rt-3.8.8/bin/rt-mailgate
/etc/smrsh/rt-mailgate
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From Li.Chen at gd-ais.com  Wed Jul 28 17:03:19 2010
From: Li.Chen at gd-ais.com (Chen, Li)
Date: Wed, 28 Jul 2010 17:03:19 -0400
Subject: [rt-users] RT/RTIR Hardware Configuration Recommendation for Large
 Ticket Volume System
In-Reply-To: <4C50615C0200009D0000A112@mailfilter.stonebridgebank.com>
References: <4C505D110200009D0000A10E@mailfilter.stonebridgebank.com>
	<1214B92276151C40B1DEBE7D142AD82F03CC90EB@XVS01.dpu.depaul.edu>
	<4C50615C0200009D0000A112@mailfilter.stonebridgebank.com>
Message-ID: <E8ACED485A33194F9FDAC00F6DD724FD09EB7CFA8D@VAFF06-MABPRD01.ad.gd-ais.com>

Hello All,

We are fairly new to RT/RTIR and was wondering if anyone out there with a annual ticket volume of 50,000 to 100,000 or greater can elaborate a bit on your hardware configuration and tips on tuning as well as scaling up the application.

Thanks in advance!

Lily Chen


From MJames at stonebridgebank.com  Wed Jul 28 17:18:37 2010
From: MJames at stonebridgebank.com (Michael James)
Date: Wed, 28 Jul 2010 17:18:37 -0400
Subject: [rt-users] Approvals not working
In-Reply-To: <4C50615C0200009D0000A112@mailfilter.stonebridgebank.com>
References: <4C505D110200009D0000A10E@mailfilter.stonebridgebank.com>
	<1214B92276151C40B1DEBE7D142AD82F03CC90EB@XVS01.dpu.depaul.edu>
	<4C50615C0200009D0000A112@mailfilter.stonebridgebank.com>
Message-ID: <4C50666D0200009D0000A117@mailfilter.stonebridgebank.com>

Here's what I see. A new approval ticket does get created and here's the email notification. The Queue is ChangeApproval, BUT when I search the ChangeApproval queue there are no new tickets in there!? 


Wed Jul 28 13:59:08 2010: Request 7461 was acted upon.
Transaction: Ticket created by RT_System
       Queue: ChangeApproval
     Subject: Approve Change Request for another test
       Owner: Nobody
  Requestors: 
      Status: new
Ticket <URL: http://tracker.stonebridgebank.com/rt/Ticket/Display.html?id=7461 >

Someone has created a Change Request.  Please review.


Mike



>>> "Michael James" <MJames at stonebridgebank.com> 7/28/2010 4:57 PM >>>
It worked on 3.4.6, which is the version we were using before 3.8.8.

>>> "Foggi, Nicola" <NFOGGI at depaul.edu> 7/28/2010 4:48 PM >>>


I was never able to get a queue working with approvals other than the default __Approvals queue, if you use that does it work?

Nicola

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com on behalf of Michael James
Sent: Wed 7/28/2010 3:38 PM
To: RT Users <rt-users at lists.bestpractical.com 
Subject: [rt-users] Approvals not working

Hi, I used example code on the wiki to create a PO-Request type approval in RT3.8.8 http://wiki.bestpractical.com/view/ApprovalCreation The process creates new ticket(s) but isn't quite right yet.

I created 2 queues: ChangeRequest and ChangeApproval and both are enabled.

ChangeRequest queue has 1 scrip:

On Create, Create Tickets with template CreateApproval, stage TransactionCreate. with no User defined conditions.

The CreateApproval template is pretty much cut-n-paste from the wiki:

===Create-Ticket: poreq
Subject: Approve Change Request for {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Queue: ChangeApproval
Type: approval
Owner: username-of-owner   #note this is so that notifications work properly
Content: Someone has created a Change Request.  Please review.
ENDOFCONTENT

For the ChangeApproval queue, I copied/pasted all of the scrips and templates from the default __Approvals queue. 

When I create a new ticket in the ChangeRequest queue, a 2nd ticket is created and notifications are sent to the watchers that a new ticket is awaiting approval. However, the approvals don't show up in My Approvals. Nor do they show up in the ChangeApproval queue when I search for them. The tickets/approvals exist, I can see them in the Tickets table with type=approval.

I can't sort out what I've done wrong. Any ideas?

Mike


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.

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.

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.
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From simpsongeorge68 at gmail.com  Wed Jul 28 18:24:40 2010
From: simpsongeorge68 at gmail.com (George Simpson)
Date: Wed, 28 Jul 2010 15:24:40 -0700
Subject: [rt-users] Configure Fetchmail to create tickets
In-Reply-To: <AANLkTinXmd+NrTTixo5ama8Y0paM1CsTAtp6cTfymc50@mail.gmail.com>
References: <AANLkTikbuG1+iQMuQvGH03=1x5GJSDe-xKEz4nMEfF=s@mail.gmail.com>
	<AANLkTim3=gq+w=A2eOHGS4ntaxVGpA86bmokZ7Td9HHu@mail.gmail.com>
	<AANLkTikP746jAdL8+HMEo+O3V2LdbmziqtNkcfuifWJ9@mail.gmail.com>
	<AANLkTimsvgCP1mywYZ_1Gx2zGvKoqbpOUuh4JJmb3bU7@mail.gmail.com>
	<AANLkTinXmd+NrTTixo5ama8Y0paM1CsTAtp6cTfymc50@mail.gmail.com>
Message-ID: <AANLkTinzfThC4jQ36nSsBcVdMm9rCafP13A96QnBzND6@mail.gmail.com>

It still has problems at /usr/bin/perl, is there any detailed set up guide
for fetchmail and RT on centos that helps with creating tickets via email?
thanks so much.

On Wed, Jul 28, 2010 at 2:11 PM, George Simpson
<simpsongeorge68 at gmail.com>wrote:

> I found it, the path is correct.
>
> [root at ec02 ~]# find / -name rt-mailgate -print
> /usr/sbin/rt-mailgate
> /tmp/rt-3.8.8/bin/rt-mailgate
> /etc/smrsh/rt-mailgate
>
>
>
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From mike.johnson at nosm.ca  Wed Jul 28 23:56:51 2010
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Wed, 28 Jul 2010 23:56:51 -0400
Subject: [rt-users] Configure Fetchmail to create tickets
In-Reply-To: <AANLkTinXmd+NrTTixo5ama8Y0paM1CsTAtp6cTfymc50@mail.gmail.com>
References: <AANLkTikbuG1+iQMuQvGH03=1x5GJSDe-xKEz4nMEfF=s@mail.gmail.com>
	<AANLkTim3=gq+w=A2eOHGS4ntaxVGpA86bmokZ7Td9HHu@mail.gmail.com>
	<AANLkTikP746jAdL8+HMEo+O3V2LdbmziqtNkcfuifWJ9@mail.gmail.com>
	<AANLkTimsvgCP1mywYZ_1Gx2zGvKoqbpOUuh4JJmb3bU7@mail.gmail.com>
	<AANLkTinXmd+NrTTixo5ama8Y0paM1CsTAtp6cTfymc50@mail.gmail.com>
Message-ID: <AANLkTi=vVwz3b5zuzvRqjHTyNE35vdmOo02bu8ScpvKd@mail.gmail.com>

All I can say is that there is something syntatically wrong with your
fetchmailrc file...

You have to figure out what you got wrong there.

man fetchmail and read up on the file to ensure everything is sound in
there.
HTH
Mike.
On Wed, Jul 28, 2010 at 5:11 PM, George Simpson
<simpsongeorge68 at gmail.com>wrote:

> I found it, the path is correct.
>
> [root at ec02 ~]# find / -name rt-mailgate -print
> /usr/sbin/rt-mailgate
> /tmp/rt-3.8.8/bin/rt-mailgate
> /etc/smrsh/rt-mailgate
>
>
>


-- 
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 nosm.ca
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From f3d at zepl.in  Wed Jul 28 23:59:14 2010
From: f3d at zepl.in (f3d)
Date: Thu, 29 Jul 2010 05:59:14 +0200
Subject: [rt-users] Append RTFM article under the quote
Message-ID: <4C50FC92.6000503@zepl.in>

Hello,

Is there a way for the RTFM articles to be automatically pasted under
the quoted message ?

Regards.


--
f3d


From ronald.higgins at gmail.com  Thu Jul 29 03:46:39 2010
From: ronald.higgins at gmail.com (ronald higgins)
Date: Thu, 29 Jul 2010 09:46:39 +0200
Subject: [rt-users] Search in MySQL for " Queue changed from SOMEQUEUE to
	ANOTHERQUEUE"
Message-ID: <AANLkTiknOxBj0RUfbxG=_zPe-5Dm9FjwHzhvmWMhqDpd@mail.gmail.com>

Hi Guys,

I urgently need some assistance.

There has been an incorrect build update and the only way I can track
is by looking in the Ticket History it says "Queue changed from queue1
to queue2".
Is there any place in the MySQL DB i can search for that string to
build up a list of ID's ?

Regards

Ronald


From brodard.anthony at gmail.com  Thu Jul 29 04:04:31 2010
From: brodard.anthony at gmail.com (Anthony BRODARD)
Date: Thu, 29 Jul 2010 10:04:31 +0200
Subject: [rt-users] External Authentication with LDAPS
In-Reply-To: <AANLkTin8fvugg+uK8K_7e55JkBGKmTAHM7GFXVhSOgaA@mail.gmail.com>
References: <AANLkTim0qZT9mgFdgHEVrUM20hH-Ul00-lNvswGBi90U@mail.gmail.com> 
	<AANLkTik7UB33VSZ_RDYUwX2QXhKuTiaNYyVQm=nhaLqj@mail.gmail.com> 
	<AANLkTin8fvugg+uK8K_7e55JkBGKmTAHM7GFXVhSOgaA@mail.gmail.com>
Message-ID: <AANLkTinBBpTtgOYiv70Q_uOcFZZ5dgVk=vBqo-adMqKu@mail.gmail.com>

Hi Mike, thanks to help me!

I've turned on RT's debug mode ( add "   Set($LogToFile, '*debug*');
Set($LogDir,
'/var/log/rt');  " in my RT_Siteconfig.pm).

Now, when I try to loggin with a LDAP account, this lines are written in my
log file:

 [Thu Jul 29 07:46:08 2010] [debug]: Reloading RT::User to work around a bug
in RT-3.8.0 and RT-3.8.1
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
[Thu Jul 29 07:46:08 2010] [debug]: Attempting to use external auth service:
LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Thu Jul 29 07:46:08 2010] [debug]: Calling UserExists with $username
(anthony.brodard) and $service (LDAP)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105)
[Thu Jul 29 07:46:08 2010] [debug]: UserExists params:
username: anthony.brodard , service: LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)
*[Thu Jul 29 07:46:30 2010] [critical]:
RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj : Cannot connect to
ldap.[Blanked].fr
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:437)
*
[Thu Jul 29 07:46:30 2010] [debug]: Autohandler called ExternalAuth.
Response: (0, No User)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)
[Thu Jul 29 07:46:30 2010] [error]: FAILED LOGIN for anthony.brodard from
[IP] (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424)



I try a telnet on server:

[rt-test]~ # telnet ldap.[Blanked].fr 636
Trying [IP]...
Connected to ldap.[Blanked].fr.
Escape character is '^]'.


Maybe RT use the LDAP's default port (389), not the LDAPS (636). How can i
see it or modify in RT_Siteconfig.pm ?

Regards,
Anthony





2010/7/28 Mike Johnson <mike.johnson at nosm.ca>

> Hi,
>
> Try turning on RT's logging in debug mode.  That helped me figure out what
> was going on with my ExternalAuth.  In the log, before the FAILED line you
> should see a few lines showing you if it's connecting to your LDAP, finding
> user etc.
>
> Work from there!
> Mike.
>
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From mike.johnson at nosm.ca  Thu Jul 29 08:48:47 2010
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Thu, 29 Jul 2010 08:48:47 -0400
Subject: [rt-users] External Authentication with LDAPS
In-Reply-To: <AANLkTinBBpTtgOYiv70Q_uOcFZZ5dgVk=vBqo-adMqKu@mail.gmail.com>
References: <AANLkTim0qZT9mgFdgHEVrUM20hH-Ul00-lNvswGBi90U@mail.gmail.com>
	<AANLkTik7UB33VSZ_RDYUwX2QXhKuTiaNYyVQm=nhaLqj@mail.gmail.com>
	<AANLkTin8fvugg+uK8K_7e55JkBGKmTAHM7GFXVhSOgaA@mail.gmail.com>
	<AANLkTinBBpTtgOYiv70Q_uOcFZZ5dgVk=vBqo-adMqKu@mail.gmail.com>
Message-ID: <AANLkTikTT5tmgTwxPvLzJQLt2eDp0xc7PQN361kf0jyE@mail.gmail.com>

If you read the ExternalAuth's RT_SiteConfig.pm in
/RTROOT/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm

It shows you how to set the port you are connecting on.

Set that to the port your LDAP server is listening to.

Good luck
MIke.
On Thu, Jul 29, 2010 at 4:04 AM, Anthony BRODARD
<brodard.anthony at gmail.com>wrote:

> Hi Mike, thanks to help me!
>
> I've turned on RT's debug mode ( add "   Set($LogToFile, '*debug*'); Set($LogDir,
> '/var/log/rt');  " in my RT_Siteconfig.pm).
>
> Now, when I try to loggin with a LDAP account, this lines are written in my
> log file:
>
>  [Thu Jul 29 07:46:08 2010] [debug]: Reloading RT::User to work around a
> bug in RT-3.8.0 and RT-3.8.1
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
> [Thu Jul 29 07:46:08 2010] [debug]: Attempting to use external auth
> service: LDAP
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
> [Thu Jul 29 07:46:08 2010] [debug]: Calling UserExists with $username
> (anthony.brodard) and $service (LDAP)
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105)
> [Thu Jul 29 07:46:08 2010] [debug]: UserExists params:
> username: anthony.brodard , service: LDAP
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)
> *[Thu Jul 29 07:46:30 2010] [critical]:
> RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj : Cannot connect to
> ldap.[Blanked].fr
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:437)
> *
> [Thu Jul 29 07:46:30 2010] [debug]: Autohandler called ExternalAuth.
> Response: (0, No User)
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)
> [Thu Jul 29 07:46:30 2010] [error]: FAILED LOGIN for anthony.brodard from
> [IP] (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424)
>
>
>
> I try a telnet on server:
>
>  [rt-test]~ # telnet ldap.[Blanked].fr 636
> Trying [IP]...
> Connected to ldap.[Blanked].fr.
> Escape character is '^]'.
>
>
> Maybe RT use the LDAP's default port (389), not the LDAPS (636). How can i
> see it or modify in RT_Siteconfig.pm ?
>
> Regards,
> Anthony
>
>
>
>
>
> 2010/7/28 Mike Johnson <mike.johnson at nosm.ca>
>
>  Hi,
>>
>> Try turning on RT's logging in debug mode.  That helped me figure out what
>> was going on with my ExternalAuth.  In the log, before the FAILED line you
>> should see a few lines showing you if it's connecting to your LDAP, finding
>> user etc.
>>
>> Work from there!
>> Mike.
>>
>


-- 
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 nosm.ca
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From mike.johnson at nosm.ca  Thu Jul 29 08:58:37 2010
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Thu, 29 Jul 2010 08:58:37 -0400
Subject: [rt-users] External Authentication with LDAPS
In-Reply-To: <AANLkTikTT5tmgTwxPvLzJQLt2eDp0xc7PQN361kf0jyE@mail.gmail.com>
References: <AANLkTim0qZT9mgFdgHEVrUM20hH-Ul00-lNvswGBi90U@mail.gmail.com>
	<AANLkTik7UB33VSZ_RDYUwX2QXhKuTiaNYyVQm=nhaLqj@mail.gmail.com>
	<AANLkTin8fvugg+uK8K_7e55JkBGKmTAHM7GFXVhSOgaA@mail.gmail.com>
	<AANLkTinBBpTtgOYiv70Q_uOcFZZ5dgVk=vBqo-adMqKu@mail.gmail.com>
	<AANLkTikTT5tmgTwxPvLzJQLt2eDp0xc7PQN361kf0jyE@mail.gmail.com>
Message-ID: <AANLkTim6CYb0+WuDia_9dWjwQ_2Nk1s1Qqf1CHUpWs7Y@mail.gmail.com>

Oops, looking at it again, i was looking at the mysql config part, not ldap.

i think the only way you can adjust what port you are connecting to through
LDAP is specifying if it's TLS or not(I believe TLS is 636? google to
confirm).

You said you are supposed to be connecting on 636, so set the tls argument
in your LDAP settings to 1.

restart apache and give it a shot.

Good luck!
Mike.

On Thu, Jul 29, 2010 at 8:48 AM, Mike Johnson <mike.johnson at nosm.ca> wrote:

> If you read the ExternalAuth's RT_SiteConfig.pm in
> /RTROOT/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm
>
> It shows you how to set the port you are connecting on.
>
> Set that to the port your LDAP server is listening to.
>
> Good luck
> MIke.
>   On Thu, Jul 29, 2010 at 4:04 AM, Anthony BRODARD <
> brodard.anthony at gmail.com> wrote:
>
>> Hi Mike, thanks to help me!
>>
>> I've turned on RT's debug mode ( add "   Set($LogToFile, '*debug*'); Set($LogDir,
>> '/var/log/rt');  " in my RT_Siteconfig.pm).
>>
>> Now, when I try to loggin with a LDAP account, this lines are written in
>> my log file:
>>
>>  [Thu Jul 29 07:46:08 2010] [debug]: Reloading RT::User to work around a
>> bug in RT-3.8.0 and RT-3.8.1
>> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
>> [Thu Jul 29 07:46:08 2010] [debug]: Attempting to use external auth
>> service: LDAP
>> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
>> [Thu Jul 29 07:46:08 2010] [debug]: Calling UserExists with $username
>> (anthony.brodard) and $service (LDAP)
>> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105)
>> [Thu Jul 29 07:46:08 2010] [debug]: UserExists params:
>> username: anthony.brodard , service: LDAP
>> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)
>> *[Thu Jul 29 07:46:30 2010] [critical]:
>> RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj : Cannot connect to
>> ldap.[Blanked].fr
>> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:437)
>> *
>> [Thu Jul 29 07:46:30 2010] [debug]: Autohandler called ExternalAuth.
>> Response: (0, No User)
>> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)
>> [Thu Jul 29 07:46:30 2010] [error]: FAILED LOGIN for anthony.brodard from
>> [IP] (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424)
>>
>>
>>
>> I try a telnet on server:
>>
>>  [rt-test]~ # telnet ldap.[Blanked].fr 636
>> Trying [IP]...
>> Connected to ldap.[Blanked].fr.
>> Escape character is '^]'.
>>
>>
>> Maybe RT use the LDAP's default port (389), not the LDAPS (636). How can i
>> see it or modify in RT_Siteconfig.pm ?
>>
>> Regards,
>> Anthony
>>
>>
>>
>>
>>
>> 2010/7/28 Mike Johnson <mike.johnson at nosm.ca>
>>
>>  Hi,
>>>
>>> Try turning on RT's logging in debug mode.  That helped me figure out
>>> what was going on with my ExternalAuth.  In the log, before the FAILED line
>>> you should see a few lines showing you if it's connecting to your LDAP,
>>> finding user etc.
>>>
>>> Work from there!
>>> Mike.
>>>
>>
>
>
>  --
> 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 nosm.ca
>



-- 
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 nosm.ca
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From rob.macgregor at gmail.com  Thu Jul 29 09:23:17 2010
From: rob.macgregor at gmail.com (Rob MacGregor)
Date: Thu, 29 Jul 2010 14:23:17 +0100
Subject: [rt-users] Configure Fetchmail to create tickets
In-Reply-To: <AANLkTinzfThC4jQ36nSsBcVdMm9rCafP13A96QnBzND6@mail.gmail.com>
References: <AANLkTikbuG1+iQMuQvGH03=1x5GJSDe-xKEz4nMEfF=s@mail.gmail.com>
	<AANLkTim3=gq+w=A2eOHGS4ntaxVGpA86bmokZ7Td9HHu@mail.gmail.com>
	<AANLkTikP746jAdL8+HMEo+O3V2LdbmziqtNkcfuifWJ9@mail.gmail.com>
	<AANLkTimsvgCP1mywYZ_1Gx2zGvKoqbpOUuh4JJmb3bU7@mail.gmail.com>
	<AANLkTinXmd+NrTTixo5ama8Y0paM1CsTAtp6cTfymc50@mail.gmail.com>
	<AANLkTinzfThC4jQ36nSsBcVdMm9rCafP13A96QnBzND6@mail.gmail.com>
Message-ID: <AANLkTikn4v=OnJcAXfh34vHQY6_by1MVOJHCcVgnaS48@mail.gmail.com>

On Wed, Jul 28, 2010 at 23:24, George Simpson <simpsongeorge68 at gmail.com> wrote:
> It still has problems at /usr/bin/perl, is there any detailed set up guide
> for fetchmail and RT on centos that helps with creating tickets via email?
> thanks so much.

It would probably help if you copy-and-pasted the error messages,
rather than interpreting them for others ;)

I assume the error is from the MDA line you posted?

> mda "/usr/bin/perl /usr/bin/rt-mailgate --url https://localhost/ \
> --queue support --action correspond"

Did you try making that a single line?

-- 
? ? ? ? ? ? ? ?? Please keep list traffic on the list.

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


From Giles.Coochey at williamhill.com  Thu Jul 29 09:20:25 2010
From: Giles.Coochey at williamhill.com (Giles.Coochey at williamhill.com)
Date: Thu, 29 Jul 2010 13:20:25 +0000
Subject: [rt-users] RSS Feeds
Message-ID: <1C4248CA78D13943BE6C392734043AD6030010@IL-EXT.Adgency-Domain.Ad-Gency.com>

I understand that 3.8.8 allowed the RSS feeds to use some kind of authentication token - does anyone know how this is done?



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From mike.johnson at nosm.ca  Thu Jul 29 09:36:33 2010
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Thu, 29 Jul 2010 09:36:33 -0400
Subject: [rt-users] ExternalAuth workaround? while waiting for 0.9
Message-ID: <AANLkTimgwrGOa33TeUxrSUEy8aZKkOFUoaH=O8Uf+UcW@mail.gmail.com>

Greetings all,

Has anyone that is using ExternalAuth developed a workaround for the "new
user" creation issue with ExternalAuth?

The issue was outlined in another rt-user message(I can't seem to find
now).  It relates to when non-privleged users are created through the
creation of a ticket from an email, and then they login using LDAP.  The
email generates a user with username and email address as their email
address.  ExternalAuth throws an error when it attempts to create the new
user, as a user already exists with the same email address.

I need ExternalAuth to find the user that has the same email address, and
change that user's info to the info it grabs from LDAP.

If I was a perl programmer, I'd figure out how to customize it myself, but
unfortunately, I'm just stepping into that world... most perl stuff i use,
I've "borrowed" from the web :P
Has anyone developed a workaround?

The only thing I can think of, is taking all LDAP users, and loading them
into RT with their info, and everytime a new user is created in LDAP, they
get created in RT... but that seems like a fair amount of work....

Thanks!

-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson at nosm.ca
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From falcone at bestpractical.com  Thu Jul 29 09:44:37 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 29 Jul 2010 09:44:37 -0400
Subject: [rt-users] RSS Feeds
In-Reply-To: <1C4248CA78D13943BE6C392734043AD6030010@IL-EXT.Adgency-Domain.Ad-Gency.com>
References: <1C4248CA78D13943BE6C392734043AD6030010@IL-EXT.Adgency-Domain.Ad-Gency.com>
Message-ID: <20100729134437.GH704@jibsheet.com>

On Thu, Jul 29, 2010 at 01:20:25PM +0000, Giles.Coochey at williamhill.com wrote:
>    I understand that 3.8.8 allowed the RSS feeds to use some kind of authentication token - does
>    anyone know how this is done?

The auth tokens are baked into the RSS link available from search
results.

-kevin
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From ktm at rice.edu  Thu Jul 29 09:46:42 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Thu, 29 Jul 2010 08:46:42 -0500
Subject: [rt-users] ExternalAuth workaround? while waiting for 0.9
In-Reply-To: <AANLkTimgwrGOa33TeUxrSUEy8aZKkOFUoaH=O8Uf+UcW@mail.gmail.com>
References: <AANLkTimgwrGOa33TeUxrSUEy8aZKkOFUoaH=O8Uf+UcW@mail.gmail.com>
Message-ID: <20100729134640.GA14628@aart.is.rice.edu>

On Thu, Jul 29, 2010 at 09:36:33AM -0400, Mike Johnson wrote:
> Greetings all,
> 
> Has anyone that is using ExternalAuth developed a workaround for the "new
> user" creation issue with ExternalAuth?
> 
> The issue was outlined in another rt-user message(I can't seem to find
> now).  It relates to when non-privleged users are created through the
> creation of a ticket from an email, and then they login using LDAP.  The
> email generates a user with username and email address as their email
> address.  ExternalAuth throws an error when it attempts to create the new
> user, as a user already exists with the same email address.
> 
> I need ExternalAuth to find the user that has the same email address, and
> change that user's info to the info it grabs from LDAP.
> 
> If I was a perl programmer, I'd figure out how to customize it myself, but
> unfortunately, I'm just stepping into that world... most perl stuff i use,
> I've "borrowed" from the web :P
> Has anyone developed a workaround?
> 
> The only thing I can think of, is taking all LDAP users, and loading them
> into RT with their info, and everytime a new user is created in LDAP, they
> get created in RT... but that seems like a fair amount of work....
> 
> Thanks!
> 
> -- 
> Mike Johnson
> Datatel Programmer/Analyst
> Northern Ontario School of Medicine
> 955 Oliver Road
> Thunder Bay, ON   P7B 5E1
> Phone: (807) 766-7331
> Email: mike.johnson at nosm.ca


Hi Mike,

We use a customized version of the CanonicalizeEmailAddress() function
which looks up the E-mail address in the LDAP directory and maps it to
their primary E-mail address before creating the account. Then it does
not conflict with the ExternalAuth process which will then pull the
same information. Here is our version which should give you some ideas:


sub CanonicalizeEmailAddress {
    my $self = shift;
    my $email = shift;

    # Leave some addresses intact
    if ( $email =~ /[\w-]+\@mysafe1.rice.edu$/ ) {
        return ($email);
    }
    if ( $email =~ /[\w-]+\@mysafe2.rice.edu$/ ) {
        return ($email);
    }

    # Example: the following rule would treat all email
    # coming from a subdomain as coming from second level domain
    # foo.com
    if ( my $match   = RT->Config->Get('CanonicalizeEmailAddressMatch') and
         my $replace = RT->Config->Get('CanonicalizeEmailAddressReplace') )
    {
        $email =~ s/$match/$replace/gi;
    }
    $email .= '@rice.edu' if ($email =~ /^[\w-]+$/);

    #
    # Now we should have an Email address that is of the form addr at rice.edu
    # Use LDAP to map this to the primary vanity Email alias.

    my $params = ( Name => undef,
                   EmailAddress => undef);

    my $ldap = new Net::LDAP($RT::LdapServer)
      or $RT::Logger->critical("CanonicalizeEmailAddress: Cannot connect to LDAP\n"),
        return ($email);

    my $mesg = $ldap->bind();

    if ($mesg->code != LDAP_SUCCESS) {
      $RT::Logger->critical("CanonicalizeEmailAddress: Unable to bind to $RT::LdapServer: ",
        ldap_error_name($mesg->code), "\n");

      return ($email);
    }

    # First check to see if the E-mail address uniquely characterizes the
    # user. If so, update the information with the LDAP query results.
    my $filter = "(mailAlternateAddress=$email)";
    $mesg = $ldap->search(base   => $RT::LdapBase,
                          filter => $filter,
                          attrs  => [ $RT::LdapMailAttr ]);

    if ($mesg->code != LDAP_SUCCESS and $mesg->code != LDAP_PARTIAL_RESULTS)  {
      $RT::Logger->critical("Unable to search in LDAP: ", ldap_error_name($mesg->code), "\n");

      return ($email);
    }

    # The search succeeded with just one match
    if ($mesg->count == 1) {
      $email = ($mesg->first_entry->get_value($RT::LdapMailAttr))[0];
    }

    $mesg = $ldap->unbind();
    if ($mesg->code != LDAP_SUCCESS) {
      $RT::Logger->critical("Could not unbind from LDAP: ", ldap_error_name($mesg->code), "\n");

    }
    undef $ldap;
    undef $mesg;
    return ($email);
}


You will also need these somewhere ahead of there use:

use Net::LDAP;
use Net::LDAP::Constant qw(LDAP_SUCCESS LDAP_PARTIAL_RESULTS);
use Net::LDAP::Util qw (ldap_error_name);
use Net::LDAP::Filter;

We have them at the top under "use strict".

Cheers,
Ken


From howie at thingy.com  Thu Jul 29 10:17:20 2010
From: howie at thingy.com (Howard Jones)
Date: Thu, 29 Jul 2010 15:17:20 +0100
Subject: [rt-users] Where do I put additional images?
Message-ID: <4C518D70.4020404@thingy.com>

 I'm trying to add some additional content to the login page, which
includes a couple of extra images.

Where should I be putting these so that I can refer to them in my
modified login screen?

So far I have: local/html/Elements/Login with my changes in it.
So I put the images in local/html/NoAuth/images/xyz.png and then copied
the autohandler from share/html/NoAuth/images, just for luck,
and referred to it as NoAuth/images/xyz.png in my CSS. That doesn't work
though, so it seems the usual RT overlay style of doing things is not
supported for images.

Where should they go? Last time I did this, I ended up with a little
non-RT-handled directory configured in Apache to serve my javascript and
images, but this time I'd like to figure out how to do it properly...
fishing through the RT codebase to find which parts I have changed is a
pain!

Also, is there any kind of guide to skinning, or otherwise fooling with
the CSS in RT?

Thanks,

Howie


From csabbar at carthage.edu  Thu Jul 29 10:42:37 2010
From: csabbar at carthage.edu (Carol Sabbar)
Date: Thu, 29 Jul 2010 09:42:37 -0500
Subject: [rt-users] Batch user import?
Message-ID: <AANLkTim6gq7cDaa-6THXhi1ZPCCb64ZAFGO7f9-YvQvQ@mail.gmail.com>

I'd like to import users into Request Tracker from a CSV or similar file.  I
found some info on gossamer, but not enough to get a working solution.  Any
really practical solutions are really appreciated.

-- 
Carol Sabbar
Director of Information Services
Carthage College
csabbar at carthage.edu
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From carlos+rt at tyloris.com  Thu Jul 29 11:07:49 2010
From: carlos+rt at tyloris.com (Carlos Solorzano)
Date: Thu, 29 Jul 2010 10:07:49 -0500
Subject: [rt-users] direct links to certain tasks while posting comments
Message-ID: <AANLkTikW5reEZY-Md-S_Zs0jQk6r1hZQDWL-6Rhvx+x7@mail.gmail.com>

I am sending this message again because I never even saw it show up on the
mailing list, sorry if it did and just never got responses.

In the emails that we get from RT we've added links like:
<Resolve: {$RT::WebURL}Ticket/Modify.html?id={$Ticket->id}&Status=resolved >
This allows us to resolve a ticket with one click from the email.

Now we are wondering if there is a way in which we can add a
&comment=something so that a comment is added to the ticket saying that it
was resolved.

We would want the same for our link to take the ticket.

<Take: {$RT::WebURL}Ticket/Display.html?Action=Take&id={$Ticket->id} >

So is there a url parameter we can use for comment?

Thanks,

--Carlos
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From mike.johnson at nosm.ca  Thu Jul 29 11:11:51 2010
From: mike.johnson at nosm.ca (Mike Johnson)
Date: Thu, 29 Jul 2010 11:11:51 -0400
Subject: [rt-users] External Authentication with LDAPS
In-Reply-To: <AANLkTikHLCn+PdRZJsY8wog+j2W_4=9NnG-cOYucV6_y@mail.gmail.com>
References: <AANLkTim0qZT9mgFdgHEVrUM20hH-Ul00-lNvswGBi90U@mail.gmail.com>
	<AANLkTik7UB33VSZ_RDYUwX2QXhKuTiaNYyVQm=nhaLqj@mail.gmail.com>
	<AANLkTin8fvugg+uK8K_7e55JkBGKmTAHM7GFXVhSOgaA@mail.gmail.com>
	<AANLkTinBBpTtgOYiv70Q_uOcFZZ5dgVk=vBqo-adMqKu@mail.gmail.com>
	<AANLkTikTT5tmgTwxPvLzJQLt2eDp0xc7PQN361kf0jyE@mail.gmail.com>
	<AANLkTim6CYb0+WuDia_9dWjwQ_2Nk1s1Qqf1CHUpWs7Y@mail.gmail.com>
	<AANLkTikHLCn+PdRZJsY8wog+j2W_4=9NnG-cOYucV6_y@mail.gmail.com>
Message-ID: <AANLkTin0eKiABVU96izvuEHmy5hcTcQZp9iwxAQKLNX-@mail.gmail.com>

make sure you reply to the list, very important to share all this so others
can learn.

The only thing I could think of is your LDAP settings are incorrect
somewhere.

Some things I found when I was setting things up


1. user = the fully qualified CN of the user(ie CN=Mike
Johnson,OU=Users,OU=mycompany,OU=mydomain,OU=local
2. filter and d_filter have to have valid settings
3. Group/Group_Attr had to have settings.

I was binding to an AD, so I'm not 100% on 3 if it isn't an AD... but 1 and
2 hold true for any LDAP.

HTH
Mike.

On Thu, Jul 29, 2010 at 9:38 AM, Anthony BRODARD
<brodard.anthony at gmail.com>wrote:

> TLS argument is already sets to 1.
>
> I don't know how to see if it's the ldap's server which refuses the
> connection, or it's an other problem.
>
>
>
> 2010/7/29 Mike Johnson <mike.johnson at nosm.ca>
>
>  Oops, looking at it again, i was looking at the mysql config part, not
>> ldap.
>>
>> i think the only way you can adjust what port you are connecting to
>> through LDAP is specifying if it's TLS or not(I believe TLS is 636? google
>> to confirm).
>>
>> You said you are supposed to be connecting on 636, so set the tls argument
>> in your LDAP settings to 1.
>>
>> restart apache and give it a shot.
>>
>> Good luck!
>> Mike.
>>
>>   On Thu, Jul 29, 2010 at 8:48 AM, Mike Johnson <mike.johnson at nosm.ca>wrote:
>>
>>> If you read the ExternalAuth's RT_SiteConfig.pm in
>>> /RTROOT/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm
>>>
>>> It shows you how to set the port you are connecting on.
>>>
>>> Set that to the port your LDAP server is listening to.
>>>
>>> Good luck
>>> MIke.
>>>
>>>
>


-- 
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 nosm.ca
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From simpsongeorge68 at gmail.com  Thu Jul 29 12:29:48 2010
From: simpsongeorge68 at gmail.com (George Simpson)
Date: Thu, 29 Jul 2010 09:29:48 -0700
Subject: [rt-users] Configure Fetchmail to create tickets
In-Reply-To: <AANLkTikn4v=OnJcAXfh34vHQY6_by1MVOJHCcVgnaS48@mail.gmail.com>
References: <AANLkTikbuG1+iQMuQvGH03=1x5GJSDe-xKEz4nMEfF=s@mail.gmail.com>
	<AANLkTim3=gq+w=A2eOHGS4ntaxVGpA86bmokZ7Td9HHu@mail.gmail.com>
	<AANLkTikP746jAdL8+HMEo+O3V2LdbmziqtNkcfuifWJ9@mail.gmail.com>
	<AANLkTimsvgCP1mywYZ_1Gx2zGvKoqbpOUuh4JJmb3bU7@mail.gmail.com>
	<AANLkTinXmd+NrTTixo5ama8Y0paM1CsTAtp6cTfymc50@mail.gmail.com>
	<AANLkTinzfThC4jQ36nSsBcVdMm9rCafP13A96QnBzND6@mail.gmail.com>
	<AANLkTikn4v=OnJcAXfh34vHQY6_by1MVOJHCcVgnaS48@mail.gmail.com>
Message-ID: <AANLkTikpxFe0hY16be-XR1x=RoncX8LpNmrGXEESEYkk@mail.gmail.com>

I would copy and paste, but the terminal to the remote CentOS box is on
another computer. That line was one line, I didn't know that it had been
formatted incorrectly. The syntax error says that there is an error at
/usr/bin/rt-mailgate which I assumed meant that the error was before that
argument, if that is incorrect please tell me. But I am going to read the
man page now and see if I can fix it. Ill post here again if I have any
problems, thanks to everyone who helped :D

George

On Thu, Jul 29, 2010 at 6:23 AM, Rob MacGregor <rob.macgregor at gmail.com>wrote:

> On Wed, Jul 28, 2010 at 23:24, George Simpson <simpsongeorge68 at gmail.com>
> wrote:
> > It still has problems at /usr/bin/perl, is there any detailed set up
> guide
> > for fetchmail and RT on centos that helps with creating tickets via
> email?
> > thanks so much.
>
> It would probably help if you copy-and-pasted the error messages,
> rather than interpreting them for others ;)
>
> I assume the error is from the MDA line you posted?
>
> > mda "/usr/bin/perl /usr/bin/rt-mailgate --url https://localhost/ \
> > --queue support --action correspond"
>
> Did you try making that a single line?
>
> --
>                  Please keep list traffic on the list.
>
> Rob MacGregor
>       Whoever fights monsters should see to it that in the process he
>         doesn't become a monster.                  Friedrich Nietzsche
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From proosakos at yahoo.com  Thu Jul 29 12:28:13 2010
From: proosakos at yahoo.com (Peter Roosakos)
Date: Thu, 29 Jul 2010 09:28:13 -0700
Subject: [rt-users] WikiText as RTFM Content
Message-ID: <001801cb2f3b$0aa20f80$1fe62e80$@com>

Is anyone using WikiText fields to create formatted content for their RTFM
Articles?  If so, I've noticed that including an article in an email reply
includes the wikitext field content unformatted, which is a bit user
unfriendly.  I was curious if anyone has found a workaround for this?  I'm
thinking maybe either an extension that converts from Wiki to RTF/HTML, or
an extension that modifies the 'include RTFM Article' function to simply
include a link to the wiki article instead of the article itself (from
within  /Ticket/Update.html).  

 

Peter

 

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From Raed.El-Hames at vialtus.com  Thu Jul 29 12:31:35 2010
From: Raed.El-Hames at vialtus.com (Raed El-Hames)
Date: Thu, 29 Jul 2010 17:31:35 +0100
Subject: [rt-users] HTML IE issue: CF select one value where Cat are based
 on another CF
Message-ID: <ADA7B4B349CE874CB1DC46B3590D524A0467E5FD53@hex-ex01.internal.gxn.net>

Hi;

rt-3.8.8
apache2
Using Internet explorer 8

I have a custom field where the Categories are based on another , using Internet explorer when users are selecting the values for both fields and clicking on Save Changes the dropdown for the dependant CF is reverting to (no value), however the value have been submitted and viewing the html source show the required value is selected.

For example:
 I have CF called browsers with values
Internet Explorer
Firefox

Another CF called versions with
Name:                  Category:    as follows:
IE V 5.5                  Internet Explorer
IE V6                      Internet Explorer
FF V2                     Firefox
FF V3                     Firefox


When updating a ticket custom fields using internet explorer:
I can select Firefox from browsers and the versions drop down will show me FFV2 and FFV3 only - which is correct behaviour
However when I choose FF V2 and click save changes the versions dropdown is showing (no value) where it should be FF V2 , and the html source is indeed showing that the option where value = FF V2 is selected.

Has anyone else come across this and have they a fix, I understand that optgroup is new , however Internet explorer (version 8) should be able to handle this!?

Any suggestions?

Thanks;
Roy


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From simpsongeorge68 at gmail.com  Thu Jul 29 12:57:26 2010
From: simpsongeorge68 at gmail.com (George Simpson)
Date: Thu, 29 Jul 2010 09:57:26 -0700
Subject: [rt-users] Configure Fetchmail to create tickets
In-Reply-To: <13C4965D7DFF344FB25F50701B6D3A7C9692F3FE9C@hismx01>
References: <AANLkTikbuG1+iQMuQvGH03=1x5GJSDe-xKEz4nMEfF=s@mail.gmail.com>
	<AANLkTim3=gq+w=A2eOHGS4ntaxVGpA86bmokZ7Td9HHu@mail.gmail.com>
	<AANLkTikP746jAdL8+HMEo+O3V2LdbmziqtNkcfuifWJ9@mail.gmail.com>
	<AANLkTimsvgCP1mywYZ_1Gx2zGvKoqbpOUuh4JJmb3bU7@mail.gmail.com>
	<AANLkTinXmd+NrTTixo5ama8Y0paM1CsTAtp6cTfymc50@mail.gmail.com>
	<AANLkTinzfThC4jQ36nSsBcVdMm9rCafP13A96QnBzND6@mail.gmail.com>
	<AANLkTikn4v=OnJcAXfh34vHQY6_by1MVOJHCcVgnaS48@mail.gmail.com>
	<AANLkTikpxFe0hY16be-XR1x=RoncX8LpNmrGXEESEYkk@mail.gmail.com>
	<13C4965D7DFF344FB25F50701B6D3A7C9692F3FE9C@hismx01>
Message-ID: <AANLkTik71zh9xjkKzhpv6yHAAMuV=QxUM35dPypPf+7H@mail.gmail.com>

Hi yeah, sorry for the http://localhost/rt3, its really something like
174.129.xxx.xxx/rt3, I'd be cruxified I put that here though. I will remove
the perl call, but how do I send an email from the command line?

On Thu, Jul 29, 2010 at 9:42 AM, Joachim Thuau <Joachim.Thuau at heavy-iron.com
> wrote:

>  > mda "/usr/bin/perl /usr/bin/rt-mailgate --url https://localhost/ \
> > --queue support --action correspond"
>
> A couple of thing to try:
>
>
>
> ?         Mda ?/usr/bin/perl ?
>
> o   You listed mailgate in the smrsh, but not perl. You will need to
> remove the /usr/bin/perl as it?s not needed (the script will call on it from
> the #! at the top of rt-mailgate)
>
> ?         --url https://localhost/
>
> o   Usually, people put an extra level for RT on their servers like
> https://blah.tld/rt3/ (so that it?s easier to have un-authenticated icons
> and stuff not managed by mod_perl (separating the various static and
> non-static bits of RT. Are you sure that the URL above is the proper one?
> You should also probably use the actual URL as seen from other hosts, as
> there might be some code running that uses that to figure out where to put
> it all?
>
>
>
> And a couple of questions:
>
> ?         Does RT-mailgate work with a dummy email from the command line?
> You might want to confirm that all your parameters to mailgate are working?
>
> ?         Confirm the URL to get to RT (open the web interface, at the
> login prompt, and use that exact URL shown in the address bar)
>
>
>
> I hope this gets you closer?
>
>
>
> Thanks,
>
> Jok
>
>
>
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From MJames at stonebridgebank.com  Thu Jul 29 13:55:33 2010
From: MJames at stonebridgebank.com (Michael James)
Date: Thu, 29 Jul 2010 13:55:33 -0400
Subject: [rt-users] Warning - perl idiot here
Message-ID: <4C5188550200009D0000A13A@mailfilter.stonebridgebank.com>

How come I can't view the documentation with RT_Config.pm using perldoc?

tracker:~ # perldoc /opt/rt3/etc/RT_Config.pm
Can't open /opt/rt3/etc/RT_Config.pm: Permission denied at /usr/lib/perl5/5.8.8/Pod/Perldoc.pm line 1380.

Mike


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 Jul 29 13:58:43 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 29 Jul 2010 10:58:43 -0700
Subject: [rt-users] RT 3.8.8 New Installation
In-Reply-To: <AANLkTil0nJHuTVvcyeeAqVXscP1NG-q2F_T7rpfPEbSC@mail.gmail.com>
References: <AANLkTil0nJHuTVvcyeeAqVXscP1NG-q2F_T7rpfPEbSC@mail.gmail.com>
Message-ID: <AANLkTikGYera-tp5J_Q0_UTFWvjVY=xh_5sCXLGBCf7E@mail.gmail.com>

What do you know now? Are you going to setup in Solaris or VM or what?

Kenn
LBNL

On Wed, Jul 21, 2010 at 8:19 PM, VPN Cluster <vpn.cluster.ha at gmail.com>wrote:

> Hello,
>
> I am performing my first installation of RT 3.8.8 on Redhat 5.0. I`ve
> looked around and there are multiple resources that kind of confusing
> reading several of them. I would like if you guys refer me to a possible
> step by step guide.. I am using Oracle as back end..
>
>
> Thanks
>
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From Joachim.Thuau at heavy-iron.com  Thu Jul 29 14:09:07 2010
From: Joachim.Thuau at heavy-iron.com (Joachim Thuau)
Date: Thu, 29 Jul 2010 11:09:07 -0700
Subject: [rt-users] Configure Fetchmail to create tickets
In-Reply-To: <AANLkTik71zh9xjkKzhpv6yHAAMuV=QxUM35dPypPf+7H@mail.gmail.com>
References: <AANLkTikbuG1+iQMuQvGH03=1x5GJSDe-xKEz4nMEfF=s@mail.gmail.com>
	<AANLkTim3=gq+w=A2eOHGS4ntaxVGpA86bmokZ7Td9HHu@mail.gmail.com>
	<AANLkTikP746jAdL8+HMEo+O3V2LdbmziqtNkcfuifWJ9@mail.gmail.com>
	<AANLkTimsvgCP1mywYZ_1Gx2zGvKoqbpOUuh4JJmb3bU7@mail.gmail.com>
	<AANLkTinXmd+NrTTixo5ama8Y0paM1CsTAtp6cTfymc50@mail.gmail.com>
	<AANLkTinzfThC4jQ36nSsBcVdMm9rCafP13A96QnBzND6@mail.gmail.com>
	<AANLkTikn4v=OnJcAXfh34vHQY6_by1MVOJHCcVgnaS48@mail.gmail.com>
	<AANLkTikpxFe0hY16be-XR1x=RoncX8LpNmrGXEESEYkk@mail.gmail.com>
	<13C4965D7DFF344FB25F50701B6D3A7C9692F3FE9C@hismx01>
	<AANLkTik71zh9xjkKzhpv6yHAAMuV=QxUM35dPypPf+7H@mail.gmail.com>
Message-ID: <13C4965D7DFF344FB25F50701B6D3A7C9692F3FE9F@hismx01>

Add "tee" to the smrsh ("which tee" will tell you where it's hiding)

And change the MDA line from

mda "rt-mailgate blhablhab"
to
mda "tee /tmp/maildump"

send one email, and see the content being dumped into the file "/tmp/maildump"  -- it's all text.
>From there, you can use the following to test:

cat /tmp/maildump | rt-mailgate blahblah from the command line to confirm that the rt-mailgate command is working...

Thanks,
Jok



From: George Simpson [mailto:simpsongeorge68 at gmail.com]
Sent: Thursday, July 29, 2010 9:57 AM
To: Joachim Thuau
Cc: Rob MacGregor; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Configure Fetchmail to create tickets

Hi yeah, sorry for the http://localhost/rt3, its really something like 174.129.xxx.xxx/rt3, I'd be cruxified I put that here though. I will remove the perl call, but how do I send an email from the command line?

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From testwreq at gmail.com  Thu Jul 29 14:12:55 2010
From: testwreq at gmail.com (testwreq wreq)
Date: Thu, 29 Jul 2010 14:12:55 -0400
Subject: [rt-users] RT3.8.2 on Centos 5.5 integration with AD
Message-ID: <AANLkTikkSn67-rrg1fC9=gFf0dE43wkyPTSi9R1DzUFK@mail.gmail.com>

Can anyone point me to some documentation on integrating RT with Active
Directory? We are using RT 3.8.2 on CentOs 5.5
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From simpsongeorge68 at gmail.com  Thu Jul 29 14:27:36 2010
From: simpsongeorge68 at gmail.com (George Simpson)
Date: Thu, 29 Jul 2010 11:27:36 -0700
Subject: [rt-users] Configure Fetchmail to create tickets
In-Reply-To: <13C4965D7DFF344FB25F50701B6D3A7C9692F3FE9F@hismx01>
References: <AANLkTikbuG1+iQMuQvGH03=1x5GJSDe-xKEz4nMEfF=s@mail.gmail.com>
	<AANLkTim3=gq+w=A2eOHGS4ntaxVGpA86bmokZ7Td9HHu@mail.gmail.com>
	<AANLkTikP746jAdL8+HMEo+O3V2LdbmziqtNkcfuifWJ9@mail.gmail.com>
	<AANLkTimsvgCP1mywYZ_1Gx2zGvKoqbpOUuh4JJmb3bU7@mail.gmail.com>
	<AANLkTinXmd+NrTTixo5ama8Y0paM1CsTAtp6cTfymc50@mail.gmail.com>
	<AANLkTinzfThC4jQ36nSsBcVdMm9rCafP13A96QnBzND6@mail.gmail.com>
	<AANLkTikn4v=OnJcAXfh34vHQY6_by1MVOJHCcVgnaS48@mail.gmail.com>
	<AANLkTikpxFe0hY16be-XR1x=RoncX8LpNmrGXEESEYkk@mail.gmail.com>
	<13C4965D7DFF344FB25F50701B6D3A7C9692F3FE9C@hismx01>
	<AANLkTik71zh9xjkKzhpv6yHAAMuV=QxUM35dPypPf+7H@mail.gmail.com>
	<13C4965D7DFF344FB25F50701B6D3A7C9692F3FE9F@hismx01>
Message-ID: <AANLkTik9eTdDFVLpMpF4h2MW8kwkJZaUwEji3XHPmR6n@mail.gmail.com>

I apologize for the confusion, but what do I put with the blahblahblah? a
path or the --queue general --action correspond part?

On Thu, Jul 29, 2010 at 11:09 AM, Joachim Thuau <
Joachim.Thuau at heavy-iron.com> wrote:

>  Add ?tee? to the smrsh (?which tee? will tell you where it?s hiding)
>
>
>
> And change the MDA line from
>
>
>
> mda ?rt-mailgate blhablhab?
>
> to
>
> mda ?tee /tmp/maildump?
>
>
>
> send one email, and see the content being dumped into the file
> ?/tmp/maildump?  -- it?s all text.
>
> From there, you can use the following to test:
>
>
>
> cat /tmp/maildump | rt-mailgate blahblah from the command line to confirm
> that the rt-mailgate command is working?
>
>
>
> Thanks,
>
> Jok
>
>
>
>
>
>
>
> *From:* George Simpson [mailto:simpsongeorge68 at gmail.com]
> *Sent:* Thursday, July 29, 2010 9:57 AM
> *To:* Joachim Thuau
> *Cc:* Rob MacGregor; rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] Configure Fetchmail to create tickets
>
>
>
> Hi yeah, sorry for the http://localhost/rt3, its really something like
> 174.129.xxx.xxx/rt3, I'd be cruxified I put that here though. I will remove
> the perl call, but how do I send an email from the command line?
>
>
>
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From MJames at stonebridgebank.com  Thu Jul 29 15:05:10 2010
From: MJames at stonebridgebank.com (Michael James)
Date: Thu, 29 Jul 2010 15:05:10 -0400
Subject: [rt-users] Warning - perl idiot here
In-Reply-To: <4C5188550200009D0000A13A@mailfilter.stonebridgebank.com>
References: <4C5188550200009D0000A13A@mailfilter.stonebridgebank.com>
Message-ID: <4C5198A60200009D0000A141@mailfilter.stonebridgebank.com>

Running SuSE Enterprise Linux 10, SP3. Executing "perldoc /opt/rt3/etc/RT_Config.pm" as root. The error occurs on line 1380 of /usr/lib/perl5/5.8.8/Pod/Perldoc.pm, which is this:

 open(TEST,"<", $file)       or die "Can't open $file: $!";   # XXX 5.6ism

So, it doesn't have permission to open a file? I don't follow. Sorry.

Mike

>>> "Michael James" <MJames at stonebridgebank.com> 7/29/2010 1:55 PM >>>
How come I can't view the documentation with RT_Config.pm using perldoc?

tracker:~ # perldoc /opt/rt3/etc/RT_Config.pm
Can't open /opt/rt3/etc/RT_Config.pm: Permission denied at /usr/lib/perl5/5.8.8/Pod/Perldoc.pm line 1380.

Mike


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.

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 todd at chaka.net  Thu Jul 29 15:06:31 2010
From: todd at chaka.net (Todd Chapman)
Date: Thu, 29 Jul 2010 15:06:31 -0400
Subject: [rt-users] Warning - perl idiot here
In-Reply-To: <4C5188550200009D0000A13A@mailfilter.stonebridgebank.com>
References: <4C5188550200009D0000A13A@mailfilter.stonebridgebank.com>
Message-ID: <AANLkTi=OJYsr_xbgVVmAF+DjW4yb28b_wViQY2wefWkw@mail.gmail.com>

Try: perldoc -F

On Thu, Jul 29, 2010 at 1:55 PM, Michael James
<MJames at stonebridgebank.com> wrote:
> How come I can't view the documentation with RT_Config.pm using perldoc?
>
> tracker:~ # perldoc /opt/rt3/etc/RT_Config.pm
> Can't open /opt/rt3/etc/RT_Config.pm: Permission denied at /usr/lib/perl5/5.8.8/Pod/Perldoc.pm line 1380.
>
> Mike
>
>
> 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.
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From MJames at stonebridgebank.com  Thu Jul 29 15:17:38 2010
From: MJames at stonebridgebank.com (Michael James)
Date: Thu, 29 Jul 2010 15:17:38 -0400
Subject: [rt-users] Two RT installations
In-Reply-To: <425757.39760.qm@web62008.mail.re1.yahoo.com>
References: <425757.39760.qm@web62008.mail.re1.yahoo.com>
Message-ID: <4C519B920200009D0000A145@mailfilter.stonebridgebank.com>

Definitely do-able. Start with the wiki page on MultipleInstances. Also, figure out how to use NameVirtualHost in Apache. Read all the options for configure and make sure you set up different local-prefixes for each instance. I can give you some working configurations (working in SLES10 anyway). I use postfix/sendmail and it's pretty easy to set up aliases.

Mike

>>> foram goram <foramgoram at yahoo.com> 7/26/2010 3:06 PM >>>
Hi,

Is it possible to have two RT installations on the same server? If yes, how?. 

Thanks



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 matyas at cs.wisc.edu  Thu Jul 29 15:22:15 2010
From: matyas at cs.wisc.edu (=?iso-8859-1?B?TeF0eeFz?= Selmeci)
Date: Thu, 29 Jul 2010 14:22:15 -0500
Subject: [rt-users] search returns blank pages for tickets in queues user
	has no access to
Message-ID: <20100729192215.GC29533@cs.wisc.edu>

Hi all,

One of my users has the following search query:

Owner = 'Nobody' AND Queue != 'spam' AND (  Status = 'new' OR Status = 'open' )

sorted by LastUpdated, Asc, 50 per page.

The search returns 268 tickets, split across 6 pages. That
is fine.

However, this user does not have access to one of
the queues that some of the tickets are in. Since the first
50 tickets returned by the search are in that queue, the
user sees a blank results page, instead of the search just
going on to the next batch.

In other words, the user still sees 6 pages, only the pages
do not contain 50 tickets each like they should.

If only 150 of the tickets are visible to the user, then the
search should return 150 tickets split across 3 pages,
instead of returning all of the tickets and hiding some of
them.

I am using RT 3.8.8. Has anybody else encountered this
problem, and is there a workaround or fix for it?

Thanks,
-matyas
--
M?ty?s Selmeci <matyas at cs.wisc.edu>
Department of Computer Sciences
University of Wisconsin-Madison


From MJames at stonebridgebank.com  Thu Jul 29 15:25:57 2010
From: MJames at stonebridgebank.com (Michael James)
Date: Thu, 29 Jul 2010 15:25:57 -0400
Subject: [rt-users] Warning - perl idiot here
In-Reply-To: <AANLkTi=OJYsr_xbgVVmAF+DjW4yb28b_wViQY2wefWkw@mail.gmail.com>
References: <4C5188550200009D0000A13A@mailfilter.stonebridgebank.com>
	<AANLkTi=OJYsr_xbgVVmAF+DjW4yb28b_wViQY2wefWkw@mail.gmail.com>
Message-ID: <4C519D850200009D0000A149@mailfilter.stonebridgebank.com>

Returns nothing. Ah well, I'll just read the darned file and skip over the pod formatting. Thanks for the suggestion.

Mike

tracker:~ # perldoc -F /opt/rt3/etc/RT_Config.pm
tracker:~ #

>>> Todd Chapman <todd at chaka.net> 7/29/2010 3:06 PM >>>
Try: perldoc -F

On Thu, Jul 29, 2010 at 1:55 PM, Michael James
<MJames at stonebridgebank.com> wrote:
> How come I can't view the documentation with RT_Config.pm using perldoc?
>
> tracker:~ # perldoc /opt/rt3/etc/RT_Config.pm
> Can't open /opt/rt3/etc/RT_Config.pm: Permission denied at /usr/lib/perl5/5.8.8/Pod/Perldoc.pm line 1380.
>
> Mike
>
>
> 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.
>
> 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  Thu Jul 29 16:43:28 2010
From: MJames at stonebridgebank.com (Michael James)
Date: Thu, 29 Jul 2010 16:43:28 -0400
Subject: [rt-users] Approvals not working
In-Reply-To: <4C50666D0200009D0000A117@mailfilter.stonebridgebank.com>
References: <4C505D110200009D0000A10E@mailfilter.stonebridgebank.com>
	<1214B92276151C40B1DEBE7D142AD82F03CC90EB@XVS01.dpu.depaul.edu>
	<4C50615C0200009D0000A112@mailfilter.stonebridgebank.com>
	<4C50666D0200009D0000A117@mailfilter.stonebridgebank.com>
Message-ID: <4C51AFB00200009D0000A14D@mailfilter.stonebridgebank.com>

I queried the rt3 MySQL database to see what I could see vis-a-vis the approval process. In points 1, 2, 3, and 4, I'm building a case to prove I'm not crazy. If you can explain the results of Quick search in #5, I would be highly appreciative!

1. SELECT * FROM `rt3`.`Queues` where Name = 'ChangeApproval'
1 row fetched: 22, 'ChangeApproval', 'Queue to hold templates for Change Mgmt approval', '', '', 0, 0, 0, 28, '2007-01-04 19:42:12', 28, '2007-01-04 19:42:12', 0

2. SELECT * FROM `rt3`.`Tickets` where Queue = '22'
19 rows fetched. Here are some columns of data. Sorry I can't show all. 

id	EffectiveId	Status
1157	1157		new
2849	2849		new
7458	7458		new
7461	7461		new
7464	7464		new
7466	7466		new
820	820		resolved
822	822		resolved
824	824		resolved
2657	2657		resolved
2851	2851		resolved
2876	2876		resolved
2878	2878		resolved
2880	2880		resolved
2882	2882		resolved
2884	2884		resolved
2886	2886		resolved
2888	2888		resolved
2917	2917		resolved


3. Now, note the headers below for ticket #7461, which confirms Queue = ChangeApproval. 

Wed Jul 28 13:59:08 2010: Request 7461 was acted upon.
Transaction: Ticket created by RT_System
       Queue: ChangeApproval
     Subject: Approve Change Request for another test
       Owner: Nobody
  Requestors: 
      Status: new
Ticket <URL: http://tracker.stonebridgebank.com/rt/Ticket/Display.html?id=7461 >

Someone has created a Change Request.  Please review.

4. SELECT * FROM `rt3`.`Tickets` where id = '7461'

id	EffectiveId	Queue	Type
7461	7461		22	approval

5. From my RT at a Glance page, when I click on the quick search for ChangeApproval queue - returns 0 hits. 

http://tracker.stonebridgebank.com/rt/Search/Results.html?Query=Queue = 'ChangeApproval' AND (Status = 'new' OR Status = 'open' OR Status = 'stalled')

Why don't any of the approvals with status=new show in the results screen? Any ideas what is going on here?

Mike



>>> "Michael James" <MJames at stonebridgebank.com> 7/28/2010 4:57 PM >>>
It worked on 3.4.6, which is the version we were using before 3.8.8.

>>> "Foggi, Nicola" <NFOGGI at depaul.edu> 7/28/2010 4:48 PM >>>


I was never able to get a queue working with approvals other than the default __Approvals queue, if you use that does it work?

Nicola

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com on behalf of Michael James
Sent: Wed 7/28/2010 3:38 PM
To: RT Users <rt-users at lists.bestpractical.com 
Subject: [rt-users] Approvals not working

Hi, I used example code on the wiki to create a PO-Request type approval in RT3.8.8 http://wiki.bestpractical.com/view/ApprovalCreation The process creates new ticket(s) but isn't quite right yet.

I created 2 queues: ChangeRequest and ChangeApproval and both are enabled.

ChangeRequest queue has 1 scrip:

On Create, Create Tickets with template CreateApproval, stage TransactionCreate. with no User defined conditions.

The CreateApproval template is pretty much cut-n-paste from the wiki:

===Create-Ticket: poreq
Subject: Approve Change Request for {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Queue: ChangeApproval
Type: approval
Owner: username-of-owner   #note this is so that notifications work properly
Content: Someone has created a Change Request.  Please review.
ENDOFCONTENT

For the ChangeApproval queue, I copied/pasted all of the scrips and templates from the default __Approvals queue. 

When I create a new ticket in the ChangeRequest queue, a 2nd ticket is created and notifications are sent to the watchers that a new ticket is awaiting approval. However, the approvals don't show up in My Approvals. Nor do they show up in the ChangeApproval queue when I search for them. The tickets/approvals exist, I can see them in the Tickets table with type=approval.

I can't sort out what I've done wrong. Any ideas?

Mike




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 NFOGGI at depaul.edu  Thu Jul 29 16:50:20 2010
From: NFOGGI at depaul.edu (Foggi, Nicola)
Date: Thu, 29 Jul 2010 15:50:20 -0500
Subject: [rt-users] Approvals not working
References: <4C505D110200009D0000A10E@mailfilter.stonebridgebank.com><1214B92276151C40B1DEBE7D142AD82F03CC90EB@XVS01.dpu.depaul.edu><4C50615C0200009D0000A112@mailfilter.stonebridgebank.com><4C50666D0200009D0000A117@mailfilter.stonebridgebank.com>
	<4C51AFB00200009D0000A14D@mailfilter.stonebridgebank.com>
Message-ID: <1214B92276151C40B1DEBE7D142AD82F03CC912C@XVS01.dpu.depaul.edu>


i spent a good few weeks playing with it before, and i just resorted to using the __Approvals queue... but i remember seeing inconsistencies in some of the docs about how to setup approvals under older version and what i was seeing in 3.8... if i remember correctly, some of the approval stuff was done via scrips before, those are now no longer there and are handled within the DB/APP, but not just a simple scrip anymore...

Nicola

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com on behalf of Michael James
Sent: Thu 7/29/2010 3:43 PM
To: RT Users
Subject: Re: [rt-users] Approvals not working
 
I queried the rt3 MySQL database to see what I could see vis-a-vis the approval process. In points 1, 2, 3, and 4, I'm building a case to prove I'm not crazy. If you can explain the results of Quick search in #5, I would be highly appreciative!

1. SELECT * FROM `rt3`.`Queues` where Name = 'ChangeApproval'
1 row fetched: 22, 'ChangeApproval', 'Queue to hold templates for Change Mgmt approval', '', '', 0, 0, 0, 28, '2007-01-04 19:42:12', 28, '2007-01-04 19:42:12', 0

2. SELECT * FROM `rt3`.`Tickets` where Queue = '22'
19 rows fetched. Here are some columns of data. Sorry I can't show all. 

id	EffectiveId	Status
1157	1157		new
2849	2849		new
7458	7458		new
7461	7461		new
7464	7464		new
7466	7466		new
820	820		resolved
822	822		resolved
824	824		resolved
2657	2657		resolved
2851	2851		resolved
2876	2876		resolved
2878	2878		resolved
2880	2880		resolved
2882	2882		resolved
2884	2884		resolved
2886	2886		resolved
2888	2888		resolved
2917	2917		resolved


3. Now, note the headers below for ticket #7461, which confirms Queue = ChangeApproval. 

Wed Jul 28 13:59:08 2010: Request 7461 was acted upon.
Transaction: Ticket created by RT_System
       Queue: ChangeApproval
     Subject: Approve Change Request for another test
       Owner: Nobody
  Requestors: 
      Status: new
Ticket <URL: http://tracker.stonebridgebank.com/rt/Ticket/Display.html?id=7461 >

Someone has created a Change Request.  Please review.

4. SELECT * FROM `rt3`.`Tickets` where id = '7461'

id	EffectiveId	Queue	Type
7461	7461		22	approval

5. From my RT at a Glance page, when I click on the quick search for ChangeApproval queue - returns 0 hits. 

http://tracker.stonebridgebank.com/rt/Search/Results.html?Query=Queue = 'ChangeApproval' AND (Status = 'new' OR Status = 'open' OR Status = 'stalled')

Why don't any of the approvals with status=new show in the results screen? Any ideas what is going on here?

Mike



>>> "Michael James" <MJames at stonebridgebank.com> 7/28/2010 4:57 PM >>>
It worked on 3.4.6, which is the version we were using before 3.8.8.

>>> "Foggi, Nicola" <NFOGGI at depaul.edu> 7/28/2010 4:48 PM >>>


I was never able to get a queue working with approvals other than the default __Approvals queue, if you use that does it work?

Nicola

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com on behalf of Michael James
Sent: Wed 7/28/2010 3:38 PM
To: RT Users <rt-users at lists.bestpractical.com 
Subject: [rt-users] Approvals not working

Hi, I used example code on the wiki to create a PO-Request type approval in RT3.8.8 http://wiki.bestpractical.com/view/ApprovalCreation The process creates new ticket(s) but isn't quite right yet.

I created 2 queues: ChangeRequest and ChangeApproval and both are enabled.

ChangeRequest queue has 1 scrip:

On Create, Create Tickets with template CreateApproval, stage TransactionCreate. with no User defined conditions.

The CreateApproval template is pretty much cut-n-paste from the wiki:

===Create-Ticket: poreq
Subject: Approve Change Request for {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Queue: ChangeApproval
Type: approval
Owner: username-of-owner   #note this is so that notifications work properly
Content: Someone has created a Change Request.  Please review.
ENDOFCONTENT

For the ChangeApproval queue, I copied/pasted all of the scrips and templates from the default __Approvals queue. 

When I create a new ticket in the ChangeRequest queue, a 2nd ticket is created and notifications are sent to the watchers that a new ticket is awaiting approval. However, the approvals don't show up in My Approvals. Nor do they show up in the ChangeApproval queue when I search for them. The tickets/approvals exist, I can see them in the Tickets table with type=approval.

I can't sort out what I've done wrong. Any ideas?

Mike




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.

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

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From Joachim.Thuau at heavy-iron.com  Thu Jul 29 16:53:46 2010
From: Joachim.Thuau at heavy-iron.com (Joachim Thuau)
Date: Thu, 29 Jul 2010 13:53:46 -0700
Subject: [rt-users] Configure Fetchmail to create tickets
In-Reply-To: <AANLkTik9eTdDFVLpMpF4h2MW8kwkJZaUwEji3XHPmR6n@mail.gmail.com>
References: <AANLkTikbuG1+iQMuQvGH03=1x5GJSDe-xKEz4nMEfF=s@mail.gmail.com>
	<AANLkTim3=gq+w=A2eOHGS4ntaxVGpA86bmokZ7Td9HHu@mail.gmail.com>
	<AANLkTikP746jAdL8+HMEo+O3V2LdbmziqtNkcfuifWJ9@mail.gmail.com>
	<AANLkTimsvgCP1mywYZ_1Gx2zGvKoqbpOUuh4JJmb3bU7@mail.gmail.com>
	<AANLkTinXmd+NrTTixo5ama8Y0paM1CsTAtp6cTfymc50@mail.gmail.com>
	<AANLkTinzfThC4jQ36nSsBcVdMm9rCafP13A96QnBzND6@mail.gmail.com>
	<AANLkTikn4v=OnJcAXfh34vHQY6_by1MVOJHCcVgnaS48@mail.gmail.com>
	<AANLkTikpxFe0hY16be-XR1x=RoncX8LpNmrGXEESEYkk@mail.gmail.com>
	<13C4965D7DFF344FB25F50701B6D3A7C9692F3FE9C@hismx01>
	<AANLkTik71zh9xjkKzhpv6yHAAMuV=QxUM35dPypPf+7H@mail.gmail.com>
	<13C4965D7DFF344FB25F50701B6D3A7C9692F3FE9F@hismx01>
	<AANLkTik9eTdDFVLpMpF4h2MW8kwkJZaUwEji3XHPmR6n@mail.gmail.com>
Message-ID: <13C4965D7DFF344FB25F50701B6D3A7C9692F3FEA0@hismx01>

Fetchmail "feeds" the mail to your "mda" command line.
Adding and/or replacing the beginning of that command with tee will save a copy of what fetchmail feeds to the mda into that tmp file.
Once you have the content of the stream, you can easily feed it directly by hand, and verify that everything else is working (and that your problem is actually with fetchmail.

So to answer your question:

mda "/usr/bin/rt-mailgate -queue support -url http://localhost/rt3"

becomes

mda "/usr/bin/tee /tmp/maildump | /usr/bin/rt-mailgate -queue support -url http://localhost/rt3"
(adjust the parameters to rt-mailgate as needed...)

once you have done that once, you will have a maildump file with the content that fetchmail feeds to rt-mailgate, and you can use it to simulate feeding a mail to rt-mailgate with

cat /tmp/maildump | rt-mailgate -queue support -url http://localhost/rt3
(adjust the parameters as needed ... same as above)

Does this make more sense?

Jok


From: George Simpson [mailto:simpsongeorge68 at gmail.com]
Sent: Thursday, July 29, 2010 11:28 AM
To: Joachim Thuau
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Configure Fetchmail to create tickets

I apologize for the confusion, but what do I put with the blahblahblah? a path or the --queue general --action correspond part?
On Thu, Jul 29, 2010 at 11:09 AM, Joachim Thuau <Joachim.Thuau at heavy-iron.com<mailto:Joachim.Thuau at heavy-iron.com>> wrote:
Add "tee" to the smrsh ("which tee" will tell you where it's hiding)

And change the MDA line from

mda "rt-mailgate blhablhab"
to
mda "tee /tmp/maildump"

send one email, and see the content being dumped into the file "/tmp/maildump"  -- it's all text.
>From there, you can use the following to test:

cat /tmp/maildump | rt-mailgate blahblah from the command line to confirm that the rt-mailgate command is working...

Thanks,
Jok



From: George Simpson [mailto:simpsongeorge68 at gmail.com<mailto:simpsongeorge68 at gmail.com>]
Sent: Thursday, July 29, 2010 9:57 AM
To: Joachim Thuau
Cc: Rob MacGregor; rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] Configure Fetchmail to create tickets

Hi yeah, sorry for the http://localhost/rt3, its really something like 174.129.xxx.xxx/rt3, I'd be cruxified I put that here though. I will remove the perl call, but how do I send an email from the command line?


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From joseph85750 at yahoo.com  Thu Jul 29 18:21:23 2010
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Thu, 29 Jul 2010 15:21:23 -0700 (PDT)
Subject: [rt-users] RTAddressRegexp - not clear to me
Message-ID: <649566.32635.qm@web30303.mail.mud.yahoo.com>

--- On Tue, 7/27/10, Mike Johnson <mike.johnson at nosm.ca> wrote:

>From: Mike Johnson <mike.johnson at nosm.ca>
>Subject: Re: [rt-users] RTAddressRegexp - not clear to me
>To: "Joseph Spenner" <joseph85750 at yahoo.com>
>Cc: rt-users at lists.bestpractical.com
>Date: Tuesday, July 27, 2010, 11:56 AM
>
>You need to include both, the queue email addresses, AND anything that >forwards email to RT.
>
>That setting prevents RT from sending emails that will "loop" infinitely >in your system.
>
>For example.
>
>RT is setup with the basic autoreply, and reply on correspondence etc.
>
>RT has 2 queues, support at here.com goes to general, and it at here.com goes >to IT queue.
>?
>If it at here.com emails support at here.com the general queue will autoreply >to it at here.com which will create a ticket and autoreply to >support at here.com which will create a ticket and auto-reply to it at here.com >etc etc etc....
>
>?
>Big loop, never ending, blow up RT :P
>?
>If you set the regular expression to support at here.com when RT emails out, >it'll filter any emails going to support at here.com.? This will ensure no >loop happens.
>
>?
>SO to recap, RTAddressRegexp has to be a regular expression that ALL >email addresses that send stuff to RT will validate through.
>?
>Hope this helps!
>Mike.

Mike:
  It makes sense, and I suspect my RT2 was vulnerable to this sort of thing.  But I've run it since 2001 and never had this happen.  But I can see how it could.  I would imagine people with evil "out of office" responders would/could create tickets as well, but I think most mail servers (even Exchange) is smart enough to only send 1 "out of office" message.

  So, what does RT do with the email/ticket if it matches?  Does it get silently dropped?

  Also, I ~thought~ sendmail/postfix was smart enough to kill loops (or prevent them from starting) based on the information in the email header.  Apparently not the case?  If RT doesn't retain any of that information, sendmail/postfix might see it as a new message every time..





      


From robert.grasso+nv at cedrat.com  Fri Jul 30 11:25:31 2010
From: robert.grasso+nv at cedrat.com (Robert Grasso)
Date: Fri, 30 Jul 2010 17:25:31 +0200
Subject: [rt-users] Warning - perl idiot here
In-Reply-To: <4C519D850200009D0000A149@mailfilter.stonebridgebank.com>
References: <4C5188550200009D0000A13A@mailfilter.stonebridgebank.com><AANLkTi=OJYsr_xbgVVmAF+DjW4yb28b_wViQY2wefWkw@mail.gmail.com>
	<4C519D850200009D0000A149@mailfilter.stonebridgebank.com>
Message-ID: <!&!AAAAAAAAAAAYAAAAAAAAADrjjEUbItYRuZsAgMh6ZTLCgAAAEAAAAPxFNlTeD2BBhDTD5PNnYMIBAAAAAA==@cedrat.com>

Hi,

My rights on /opt/rt3/etc/RT_Config.pm are 440 (should be the stock ones); now, from man perldoc :

SECURITY
       Because perldoc does not run properly tainted, and is known to have security issues, when
       run as the superuser it will attempt to drop privileges by setting the effective and real
       IDs to nobody?s or nouser?s account, or -2 if unavailable.  If it cannot relinquish its
       privileges, it will not run.

If I chmod 444 /opt/rt3/etc/RT_Config.pm, then perldoc (running as root) is able to display it, whereas before it failed as yours
did.

Hope this helps

---
Robert GRASSO ? System engineer

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

> -----Message d'origine-----
> De : rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] De la part 
> de Michael James
> Envoy? : 29 juillet 2010 21:26
> Cc : <RT Users
> Objet : Re: [rt-users] Warning - perl idiot here
> 
> Returns nothing. Ah well, I'll just read the darned file and 
> skip over the pod formatting. Thanks for the suggestion.
> 
> Mike
> 
> tracker:~ # perldoc -F /opt/rt3/etc/RT_Config.pm
> tracker:~ #
> 
> >>> Todd Chapman <todd at chaka.net> 7/29/2010 3:06 PM >>>
> Try: perldoc -F
> 
> On Thu, Jul 29, 2010 at 1:55 PM, Michael James
> <MJames at stonebridgebank.com> wrote:
> > How come I can't view the documentation with RT_Config.pm 
> using perldoc?
> >
> > tracker:~ # perldoc /opt/rt3/etc/RT_Config.pm
> > Can't open /opt/rt3/etc/RT_Config.pm: Permission denied at 
> /usr/lib/perl5/5.8.8/Pod/Perldoc.pm line 1380.
> >
> > Mike
> >
> >
> > 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.
> >
> > 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.
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 



From MJames at stonebridgebank.com  Fri Jul 30 11:41:46 2010
From: MJames at stonebridgebank.com (Michael James)
Date: Fri, 30 Jul 2010 11:41:46 -0400
Subject: [rt-users] Warning - perl idiot here
In-Reply-To: <!&!AAAAAAAAAAAYAAAAAAAAADrjjEUbItYRuZsAgMh6ZTLCgAAAEAAAAPxFNlTeD2BBhDTD5PNnYMIBAAAAAA==@cedrat.com>
References: <4C5188550200009D0000A13A@mailfilter.stonebridgebank.com><AANLkTi=OJYsr_xbgVVmAF+DjW4yb28b_wViQY2wefWkw@mail.gmail.com>
	<4C519D850200009D0000A149@mailfilter.stonebridgebank.com>
	<!&!AAAAAAAAAAAYAAAAAAAAADrjjEUbItYRuZsAgMh6ZTLCgAAAEAAAAPxFNlTeD2BBhDTD5PNnYMIBAAAAAA==@cedrat.com>
Message-ID: <4C52BA7A0200009D0000A188@mailfilter.stonebridgebank.com>

Thanks, Robert. Permissions on RT_Config.pm were set at 550 with root as
owner. I chmod'd them to 444 per your suggestion, and it worked. I had
read the man page for perldoc, but didn't catch on. 

btw, when I now run "perldoc /opt/rt3/etc/RT_Config.pm", I get three
syntax errors:

tracker:~ # perldoc /opt/rt3/etc/RT_Config.pm
/opt/rt3/etc/RT_Config.pm:443: Unmatched =back
/opt/rt3/etc/RT_Config.pm:459: Unmatched =back
/opt/rt3/etc/RT_Config.pm:471: Unmatched =back

Again, thanks!

Mike

>>> "Robert Grasso" <robert.grasso+nv at cedrat.com> 7/30/2010 11:25 AM
>>>
Hi,

My rights on /opt/rt3/etc/RT_Config.pm are 440 (should be the stock
ones); now, from man perldoc :

SECURITY
       Because perldoc does not run properly tainted, and is known to
have security issues, when
       run as the superuser it will attempt to drop privileges by
setting the effective and real
       IDs to nobody?s or nouser?s account, or -2 if unavailable. 
If it cannot relinquish its
       privileges, it will not run.

If I chmod 444 /opt/rt3/etc/RT_Config.pm, then perldoc (running as
root) is able to display it, whereas before it failed as yours
did.

Hope this helps

---
Robert GRASSO ? System engineer

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

> -----Message d'origine-----
> De : rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] De la part 
> de Michael James
> Envoy? : 29 juillet 2010 21:26
> Cc : <RT Users
> Objet : Re: [rt-users] Warning - perl idiot here
> 
> Returns nothing. Ah well, I'll just read the darned file and 
> skip over the pod formatting. Thanks for the suggestion.
> 
> Mike
> 
> tracker:~ # perldoc -F /opt/rt3/etc/RT_Config.pm
> tracker:~ #
> 
> >>> Todd Chapman <todd at chaka.net> 7/29/2010 3:06 PM >>>
> Try: perldoc -F
> 
> On Thu, Jul 29, 2010 at 1:55 PM, Michael James
> <MJames at stonebridgebank.com> wrote:
> > How come I can't view the documentation with RT_Config.pm 
> using perldoc?
> >
> > tracker:~ # perldoc /opt/rt3/etc/RT_Config.pm
> > Can't open /opt/rt3/etc/RT_Config.pm: Permission denied at 
> /usr/lib/perl5/5.8.8/Pod/Perldoc.pm line 1380.
> >
> > Mike
> >
> >
> > 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.
> >
> > 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.
> 
> 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  Fri Jul 30 11:44:15 2010
From: MJames at stonebridgebank.com (Michael James)
Date: Fri, 30 Jul 2010 11:44:15 -0400
Subject: [rt-users] Approvals not working - and why won't Quick	 Search
	work?
In-Reply-To: <4C51AFB00200009D0000A14D@mailfilter.stonebridgebank.com>
References: <4C505D110200009D0000A10E@mailfilter.stonebridgebank.com>
	<1214B92276151C40B1DEBE7D142AD82F03CC90EB@XVS01.dpu.depaul.edu>
	<4C50615C0200009D0000A112@mailfilter.stonebridgebank.com>
	<4C50666D0200009D0000A117@mailfilter.stonebridgebank.com>
	<4C51AFB00200009D0000A14D@mailfilter.stonebridgebank.com>
Message-ID: <4C52BB0F0200009D0000A18C@mailfilter.stonebridgebank.com>

It still seems to me that a straightforward SQL search should work... no matter how the ticket was created, although my goal is to get approvals working. I will enable the default queue and work with that for now.

Mike

>>> "Michael James" <MJames at stonebridgebank.com> 7/29/2010 4:43 PM >>>
I queried the rt3 MySQL database to see what I could see vis-a-vis the approval process. In points 1, 2, 3, and 4, I'm building a case to prove I'm not crazy. If you can explain the results of Quick search in #5, I would be highly appreciative!

1. SELECT * FROM `rt3`.`Queues` where Name = 'ChangeApproval'
1 row fetched: 22, 'ChangeApproval', 'Queue to hold templates for Change Mgmt approval', '', '', 0, 0, 0, 28, '2007-01-04 19:42:12', 28, '2007-01-04 19:42:12', 0

2. SELECT * FROM `rt3`.`Tickets` where Queue = '22'
19 rows fetched. Here are some columns of data. Sorry I can't show all. 

id	EffectiveId	Status
1157	1157		new
2849	2849		new
7458	7458		new
7461	7461		new
7464	7464		new
7466	7466		new
820	820		resolved
822	822		resolved
824	824		resolved
2657	2657		resolved
2851	2851		resolved
2876	2876		resolved
2878	2878		resolved
2880	2880		resolved
2882	2882		resolved
2884	2884		resolved
2886	2886		resolved
2888	2888		resolved
2917	2917		resolved


3. Now, note the headers below for ticket #7461, which confirms Queue = ChangeApproval. 

Wed Jul 28 13:59:08 2010: Request 7461 was acted upon.
Transaction: Ticket created by RT_System
       Queue: ChangeApproval
     Subject: Approve Change Request for another test
       Owner: Nobody
  Requestors: 
      Status: new
Ticket <URL: http://tracker.stonebridgebank.com/rt/Ticket/Display.html?id=7461 >

Someone has created a Change Request.  Please review.

4. SELECT * FROM `rt3`.`Tickets` where id = '7461'

id	EffectiveId	Queue	Type
7461	7461		22	approval

5. From my RT at a Glance page, when I click on the quick search for ChangeApproval queue - returns 0 hits. 

http://tracker.stonebridgebank.com/rt/Search/Results.html?Query=Queue = 'ChangeApproval' AND (Status = 'new' OR Status = 'open' OR Status = 'stalled')

Why don't any of the approvals with status=new show in the results screen? Any ideas what is going on here?

Mike



>>> "Michael James" <MJames at stonebridgebank.com> 7/28/2010 4:57 PM >>>
It worked on 3.4.6, which is the version we were using before 3.8.8.

>>> "Foggi, Nicola" <NFOGGI at depaul.edu> 7/28/2010 4:48 PM >>>


I was never able to get a queue working with approvals other than the default __Approvals queue, if you use that does it work?

Nicola

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com on behalf of Michael James
Sent: Wed 7/28/2010 3:38 PM
To: RT Users <rt-users at lists.bestpractical.com 
Subject: [rt-users] Approvals not working

Hi, I used example code on the wiki to create a PO-Request type approval in RT3.8.8 http://wiki.bestpractical.com/view/ApprovalCreation The process creates new ticket(s) but isn't quite right yet.

I created 2 queues: ChangeRequest and ChangeApproval and both are enabled.

ChangeRequest queue has 1 scrip:

On Create, Create Tickets with template CreateApproval, stage TransactionCreate. with no User defined conditions.

The CreateApproval template is pretty much cut-n-paste from the wiki:

===Create-Ticket: poreq
Subject: Approve Change Request for {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Queue: ChangeApproval
Type: approval
Owner: username-of-owner   #note this is so that notifications work properly
Content: Someone has created a Change Request.  Please review.
ENDOFCONTENT

For the ChangeApproval queue, I copied/pasted all of the scrips and templates from the default __Approvals queue. 

When I create a new ticket in the ChangeRequest queue, a 2nd ticket is created and notifications are sent to the watchers that a new ticket is awaiting approval. However, the approvals don't show up in My Approvals. Nor do they show up in the ChangeApproval queue when I search for them. The tickets/approvals exist, I can see them in the Tickets table with type=approval.

I can't sort out what I've done wrong. Any ideas?

Mike




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.

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 mark at thermeon.com  Fri Jul 30 11:59:33 2010
From: mark at thermeon.com (Mark Olliver)
Date: Fri, 30 Jul 2010 16:59:33 +0100
Subject: [rt-users] defunct processes
Message-ID: <AANLkTinQsZETeU+uQ_HwM1xWQyE2JE8x6za21X=nnitA@mail.gmail.com>

Hi,

We have RT running up on Amazon however, we keep finding
mason_handler.pmgoes defunct after about a day. We have been running
four processes on
ubuntu 9.04 perl 5.10

Any ideas welcome, a strace gave no clues and nothing is written to the
logs.

Regards

Mark
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From robert.grasso+nv at cedrat.com  Fri Jul 30 12:40:32 2010
From: robert.grasso+nv at cedrat.com (Robert Grasso)
Date: Fri, 30 Jul 2010 18:40:32 +0200
Subject: [rt-users] Warning - perl idiot here
In-Reply-To: <4C52BA7A0200009D0000A188@mailfilter.stonebridgebank.com>
References: <4C5188550200009D0000A13A@mailfilter.stonebridgebank.com><AANLkTi=OJYsr_xbgVVmAF+DjW4yb28b_wViQY2wefWkw@mail.gmail.com><4C519D850200009D0000A149@mailfilter.stonebridgebank.com><!&!AAAAAAAAAAAYAAAAAAAAADrjjEUbItYRuZsAgMh6ZTLCgAAAEAAAAPxFNlTeD2BBhDTD5PNnYMIBAAAAAA==@cedrat.com>
	<4C52BA7A0200009D0000A188@mailfilter.stonebridgebank.com>
Message-ID: <!&!AAAAAAAAAAAYAAAAAAAAADrjjEUbItYRuZsAgMh6ZTLCgAAAEAAAAIUlzT4Ax3VHppSkowssY6kBAAAAAA==@cedrat.com>


> tracker:~ # perldoc /opt/rt3/etc/RT_Config.pm
> /opt/rt3/etc/RT_Config.pm:443: Unmatched =back
> /opt/rt3/etc/RT_Config.pm:459: Unmatched =back
> /opt/rt3/etc/RT_Config.pm:471: Unmatched =back

I don't get these errors : we must not be using the same versions :

I am running RT v3.8.7 on CentOS 5.5 and

[root at vicen02 ~]# perldoc -V
Perldoc v3.14, under perl v5.008008 for linux

> 
> Again, thanks!
> 
You are welcome !

---
Robert GRASSO 
System Engineer

CEDRAT
15, Chemin de Malacher - Inovall?e - 38246 MEYLAN Cedex - FRANCE 
Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09
mailto:Robert.Grasso at cedrat.com
---
Support service       : mailto:support at cedrat.com 
Commercial service : mailto:cedrat at cedrat.com 
Web site                  : http://www.cedrat.com 




From falcone at bestpractical.com  Fri Jul 30 12:48:34 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 30 Jul 2010 12:48:34 -0400
Subject: [rt-users] Approvals not working - and why won't Quick Search
 work?
In-Reply-To: <4C52BB0F0200009D0000A18C@mailfilter.stonebridgebank.com>
References: <4C505D110200009D0000A10E@mailfilter.stonebridgebank.com>
	<1214B92276151C40B1DEBE7D142AD82F03CC90EB@XVS01.dpu.depaul.edu>
	<4C50615C0200009D0000A112@mailfilter.stonebridgebank.com>
	<4C50666D0200009D0000A117@mailfilter.stonebridgebank.com>
	<4C51AFB00200009D0000A14D@mailfilter.stonebridgebank.com>
	<4C52BB0F0200009D0000A18C@mailfilter.stonebridgebank.com>
Message-ID: <20100730164834.GI704@jibsheet.com>

On Fri, Jul 30, 2010 at 11:44:15AM -0400, Michael James wrote:
> It still seems to me that a straightforward SQL search should work... no matter how the ticket was created, although my goal is to get approvals working. I will enable the default queue and work with that for now.

you really should try to work within __Approvals, especially if your
Template is going to create Type => 'approval'
Tickets have a different Type
I suggest that in your select * from rt3.Tickets you also examine the
Type column.  Normal ticket searches in the RT web ui are never going
to show non-ticket tickets

-kevin

> Mike
> 
> >>> "Michael James" <MJames at stonebridgebank.com> 7/29/2010 4:43 PM >>>
> I queried the rt3 MySQL database to see what I could see vis-a-vis the approval process. In points 1, 2, 3, and 4, I'm building a case to prove I'm not crazy. If you can explain the results of Quick search in #5, I would be highly appreciative!
> 
> 1. SELECT * FROM `rt3`.`Queues` where Name = 'ChangeApproval'
> 1 row fetched: 22, 'ChangeApproval', 'Queue to hold templates for Change Mgmt approval', '', '', 0, 0, 0, 28, '2007-01-04 19:42:12', 28, '2007-01-04 19:42:12', 0
> 
> 2. SELECT * FROM `rt3`.`Tickets` where Queue = '22'
> 19 rows fetched. Here are some columns of data. Sorry I can't show all. 
> 
> id	EffectiveId	Status
> 1157	1157		new
> 2849	2849		new
> 7458	7458		new
> 7461	7461		new
> 7464	7464		new
> 7466	7466		new
> 820	820		resolved
> 822	822		resolved
> 824	824		resolved
> 2657	2657		resolved
> 2851	2851		resolved
> 2876	2876		resolved
> 2878	2878		resolved
> 2880	2880		resolved
> 2882	2882		resolved
> 2884	2884		resolved
> 2886	2886		resolved
> 2888	2888		resolved
> 2917	2917		resolved
> 
> 
> 3. Now, note the headers below for ticket #7461, which confirms Queue = ChangeApproval. 
> 
> Wed Jul 28 13:59:08 2010: Request 7461 was acted upon.
> Transaction: Ticket created by RT_System
>        Queue: ChangeApproval
>      Subject: Approve Change Request for another test
>        Owner: Nobody
>   Requestors: 
>       Status: new
> Ticket <URL: http://tracker.stonebridgebank.com/rt/Ticket/Display.html?id=7461 >
> 
> Someone has created a Change Request.  Please review.
> 
> 4. SELECT * FROM `rt3`.`Tickets` where id = '7461'
> 
> id	EffectiveId	Queue	Type
> 7461	7461		22	approval
> 
> 5. From my RT at a Glance page, when I click on the quick search for ChangeApproval queue - returns 0 hits. 
> 
> http://tracker.stonebridgebank.com/rt/Search/Results.html?Query=Queue = 'ChangeApproval' AND (Status = 'new' OR Status = 'open' OR Status = 'stalled')
> 
> Why don't any of the approvals with status=new show in the results screen? Any ideas what is going on here?
> 
> Mike
> 
> 
> 
> >>> "Michael James" <MJames at stonebridgebank.com> 7/28/2010 4:57 PM >>>
> It worked on 3.4.6, which is the version we were using before 3.8.8.
> 
> >>> "Foggi, Nicola" <NFOGGI at depaul.edu> 7/28/2010 4:48 PM >>>
> 
> 
> I was never able to get a queue working with approvals other than the default __Approvals queue, if you use that does it work?
> 
> Nicola
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com on behalf of Michael James
> Sent: Wed 7/28/2010 3:38 PM
> To: RT Users <rt-users at lists.bestpractical.com 
> Subject: [rt-users] Approvals not working
> 
> Hi, I used example code on the wiki to create a PO-Request type approval in RT3.8.8 http://wiki.bestpractical.com/view/ApprovalCreation The process creates new ticket(s) but isn't quite right yet.
> 
> I created 2 queues: ChangeRequest and ChangeApproval and both are enabled.
> 
> ChangeRequest queue has 1 scrip:
> 
> On Create, Create Tickets with template CreateApproval, stage TransactionCreate. with no User defined conditions.
> 
> The CreateApproval template is pretty much cut-n-paste from the wiki:
> 
> ===Create-Ticket: poreq
> Subject: Approve Change Request for {$Tickets{'TOP'}->Subject}
> Depended-On-By: TOP
> Queue: ChangeApproval
> Type: approval
> Owner: username-of-owner   #note this is so that notifications work properly
> Content: Someone has created a Change Request.  Please review.
> ENDOFCONTENT
> 
> For the ChangeApproval queue, I copied/pasted all of the scrips and templates from the default __Approvals queue. 
> 
> When I create a new ticket in the ChangeRequest queue, a 2nd ticket is created and notifications are sent to the watchers that a new ticket is awaiting approval. However, the approvals don't show up in My Approvals. Nor do they show up in the ChangeApproval queue when I search for them. The tickets/approvals exist, I can see them in the Tickets table with type=approval.
> 
> I can't sort out what I've done wrong. Any ideas?
> 
> Mike
> 
> 
> 
> 
> 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.
> 
> 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.
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
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From MJames at stonebridgebank.com  Fri Jul 30 13:22:48 2010
From: MJames at stonebridgebank.com (Michael James)
Date: Fri, 30 Jul 2010 13:22:48 -0400
Subject: [rt-users] Warning - perl idiot here
In-Reply-To: <!&!AAAAAAAAAAAYAAAAAAAAADrjjEUbItYRuZsAgMh6ZTLCgAAAEAAAAIUlzT4Ax3VHppSkowssY6kBAAAAAA==@cedrat.com>
References: <4C5188550200009D0000A13A@mailfilter.stonebridgebank.com><AANLkTi=OJYsr_xbgVVmAF+DjW4yb28b_wViQY2wefWkw@mail.gmail.com><4C519D850200009D0000A149@mailfilter.stonebridgebank.com><!&!AAAAAAAAAAAYAAAAAAAAADrjjEUbItYRuZsAgMh6ZTLCgAAAEAAAAPxFNlTeD2BBhDTD5PNnYMIBAAAAAA==@cedrat.com>
	<4C52BA7A0200009D0000A188@mailfilter.stonebridgebank.com>
	<!&!AAAAAAAAAAAYAAAAAAAAADrjjEUbItYRuZsAgMh6ZTLCgAAAEAAAAIUlzT4Ax3VHppSkowssY6kBAAAAAA==@cedrat.com>
Message-ID: <4C52D2280200009D0000A1A2@mailfilter.stonebridgebank.com>

Agreed, I don't get those errors on 3.8.7, but I do see them in 3.8.8. I
have both versions running for different departments.

RT 3.8.8
SLES 10 SP3
tracker:~ # perldoc -V
Perldoc v3.14, under perl v5.008008 for linux

Thanks again.

>>> "Robert Grasso" <robert.grasso+nv at cedrat.com> 7/30/2010 12:40 PM
>>>

> tracker:~ # perldoc /opt/rt3/etc/RT_Config.pm
> /opt/rt3/etc/RT_Config.pm:443: Unmatched =back
> /opt/rt3/etc/RT_Config.pm:459: Unmatched =back
> /opt/rt3/etc/RT_Config.pm:471: Unmatched =back

I don't get these errors : we must not be using the same versions :

I am running RT v3.8.7 on CentOS 5.5 and

[root at vicen02 ~]# perldoc -V
Perldoc v3.14, under perl v5.008008 for linux

> 
> Again, thanks!
> 
You are welcome !

---
Robert GRASSO 
System Engineer

CEDRAT
15, Chemin de Malacher - Inovall?e - 38246 MEYLAN Cedex - FRANCE 
Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09
mailto:Robert.Grasso at cedrat.com 
---
Support service       : mailto:support at cedrat.com 
Commercial service : mailto:cedrat at cedrat.com 
Web site                  : http://www.cedrat.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  Fri Jul 30 13:30:52 2010
From: MJames at stonebridgebank.com (Michael James)
Date: Fri, 30 Jul 2010 13:30:52 -0400
Subject: [rt-users] Approvals not working - and why won't Quick	 Search
	work?
In-Reply-To: <20100730164834.GI704@jibsheet.com>
References: <4C505D110200009D0000A10E@mailfilter.stonebridgebank.com>
	<1214B92276151C40B1DEBE7D142AD82F03CC90EB@XVS01.dpu.depaul.edu>
	<4C50615C0200009D0000A112@mailfilter.stonebridgebank.com>
	<4C50666D0200009D0000A117@mailfilter.stonebridgebank.com>
	<4C51AFB00200009D0000A14D@mailfilter.stonebridgebank.com>
	<4C52BB0F0200009D0000A18C@mailfilter.stonebridgebank.com>
	<20100730164834.GI704@jibsheet.com>
Message-ID: <4C52D40C0200009D0000A1A6@mailfilter.stonebridgebank.com>

Thanks, Kevin. Okay, I now see that approval != ticket and that's why the quick search wouldn't work. Still can't see the approvals on the Approval page, however. I will enable __Approvals and see about getting things to work from there.

Mike

>>> Kevin Falcone <falcone at bestpractical.com> 7/30/2010 12:48 PM >>>
On Fri, Jul 30, 2010 at 11:44:15AM -0400, Michael James wrote:
> It still seems to me that a straightforward SQL search should work... no matter how the ticket was created, although my goal is to get approvals working. I will enable the default queue and work with that for now.

you really should try to work within __Approvals, especially if your
Template is going to create Type => 'approval'
Tickets have a different Type
I suggest that in your select * from rt3.Tickets you also examine the
Type column.  Normal ticket searches in the RT web ui are never going
to show non-ticket tickets

-kevin

> Mike
> 
> >>> "Michael James" <MJames at stonebridgebank.com> 7/29/2010 4:43 PM >>>
> I queried the rt3 MySQL database to see what I could see vis-a-vis the approval process. In points 1, 2, 3, and 4, I'm building a case to prove I'm not crazy. If you can explain the results of Quick search in #5, I would be highly appreciative!
> 
> 1. SELECT * FROM `rt3`.`Queues` where Name = 'ChangeApproval'
> 1 row fetched: 22, 'ChangeApproval', 'Queue to hold templates for Change Mgmt approval', '', '', 0, 0, 0, 28, '2007-01-04 19:42:12', 28, '2007-01-04 19:42:12', 0
> 
> 2. SELECT * FROM `rt3`.`Tickets` where Queue = '22'
> 19 rows fetched. Here are some columns of data. Sorry I can't show all. 
> 
> id	EffectiveId	Status
> 1157	1157		new
> 2849	2849		new
> 7458	7458		new
> 7461	7461		new
> 7464	7464		new
> 7466	7466		new
> 820	820		resolved
> 822	822		resolved
> 824	824		resolved
> 2657	2657		resolved
> 2851	2851		resolved
> 2876	2876		resolved
> 2878	2878		resolved
> 2880	2880		resolved
> 2882	2882		resolved
> 2884	2884		resolved
> 2886	2886		resolved
> 2888	2888		resolved
> 2917	2917		resolved
> 
> 
> 3. Now, note the headers below for ticket #7461, which confirms Queue = ChangeApproval. 
> 
> Wed Jul 28 13:59:08 2010: Request 7461 was acted upon.
> Transaction: Ticket created by RT_System
>        Queue: ChangeApproval
>      Subject: Approve Change Request for another test
>        Owner: Nobody
>   Requestors: 
>       Status: new
> Ticket <URL: http://tracker.stonebridgebank.com/rt/Ticket/Display.html?id=7461 >
> 
> Someone has created a Change Request.  Please review.
> 
> 4. SELECT * FROM `rt3`.`Tickets` where id = '7461'
> 
> id	EffectiveId	Queue	Type
> 7461	7461		22	approval
> 
> 5. From my RT at a Glance page, when I click on the quick search for ChangeApproval queue - returns 0 hits. 
> 
> http://tracker.stonebridgebank.com/rt/Search/Results.html?Query=Queue = 'ChangeApproval' AND (Status = 'new' OR Status = 'open' OR Status = 'stalled')
> 
> Why don't any of the approvals with status=new show in the results screen? Any ideas what is going on here?
> 
> Mike
> 
> 
> 
> >>> "Michael James" <MJames at stonebridgebank.com> 7/28/2010 4:57 PM >>>
> It worked on 3.4.6, which is the version we were using before 3.8.8.
> 
> >>> "Foggi, Nicola" <NFOGGI at depaul.edu> 7/28/2010 4:48 PM >>>
> 
> 
> I was never able to get a queue working with approvals other than the default __Approvals queue, if you use that does it work?
> 
> Nicola
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com on behalf of Michael James
> Sent: Wed 7/28/2010 3:38 PM
> To: RT Users <rt-users at lists.bestpractical.com 
> Subject: [rt-users] Approvals not working
> 
> Hi, I used example code on the wiki to create a PO-Request type approval in RT3.8.8 http://wiki.bestpractical.com/view/ApprovalCreation The process creates new ticket(s) but isn't quite right yet.
> 
> I created 2 queues: ChangeRequest and ChangeApproval and both are enabled.
> 
> ChangeRequest queue has 1 scrip:
> 
> On Create, Create Tickets with template CreateApproval, stage TransactionCreate. with no User defined conditions.
> 
> The CreateApproval template is pretty much cut-n-paste from the wiki:
> 
> ===Create-Ticket: poreq
> Subject: Approve Change Request for {$Tickets{'TOP'}->Subject}
> Depended-On-By: TOP
> Queue: ChangeApproval
> Type: approval
> Owner: username-of-owner   #note this is so that notifications work properly
> Content: Someone has created a Change Request.  Please review.
> ENDOFCONTENT
> 
> For the ChangeApproval queue, I copied/pasted all of the scrips and templates from the default __Approvals queue. 
> 
> When I create a new ticket in the ChangeRequest queue, a 2nd ticket is created and notifications are sent to the watchers that a new ticket is awaiting approval. However, the approvals don't show up in My Approvals. Nor do they show up in the ChangeApproval queue when I search for them. The tickets/approvals exist, I can see them in the Tickets table with type=approval.
> 
> I can't sort out what I've done wrong. Any ideas?
> 
> Mike
> 
> 
> 
> 
> 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.
> 
> 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.
> 
> 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 justin.hayes at openbet.com  Fri Jul 30 13:43:31 2010
From: justin.hayes at openbet.com (Justin Hayes)
Date: Fri, 30 Jul 2010 18:43:31 +0100
Subject: [rt-users] Add a user to a group via RT CLI?
Message-ID: <D28F59D5-25B5-4655-8CE1-FEAB2118CFD4@openbet.com>

Is it possible to add a user to a group via the CLI?

I can find the command to create a new user, and I can create a new group. But how can I put one in the other?

Cheers,

Justin

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com



From testwreq at gmail.com  Fri Jul 30 14:17:26 2010
From: testwreq at gmail.com (testwreq wreq)
Date: Fri, 30 Jul 2010 14:17:26 -0400
Subject: [rt-users] RT::Authen::ExternalAuth
Message-ID: <AANLkTinZhrunS_tqehVFzP8puFva6nFcM_3tcLkpeuPz@mail.gmail.com>

Has anyone used RT::Authen::ExternalAuth for integrating with Active
Directory? I am getting errors on installing RT::Authen::ExternalAuth


I ran the following command ( cpan -i RT::Authen::ExternalAuth ); During
installation, it asked for path to your RT.pm, which I entered as
/data/rt3/lib



Soon after, it failed with the following error.



No 'Makefile' created  ZORDRAK/RT-Authen-ExternalAuth-0.08.tar.gz

  /usr/bin/perl Makefile.PL -- NOT OK

Running make test

  Make had some problems, won't test

Running make install

  Make had some problems, won't install



Any ideas?

Thanks, vm
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From Sysadmin at ruralnetwork.net  Fri Jul 30 18:12:11 2010
From: Sysadmin at ruralnetwork.net (Sysadmin)
Date: Fri, 30 Jul 2010 16:12:11 -0600
Subject: [rt-users]  Radius Aurhentication
Message-ID: <4C534E3B.9000200@ruralnetwork.net>

Is there a way to separate Staff from Customers. We have a Helpdesk, 
whereby Support Staff are issuing tickets for a group of Customers. My  
two questions are:

1- Can Support Staff issue a ticket for the customer? what is the best 
way to do this?

2- Can we utilize the radius server in our mail server to generate that 
customer info? what is the best way to do this?


Thank you,

David
System Administrator
Rural Network Services, Inc.

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From Sysadmin at ruralnetwork.net  Fri Jul 30 18:44:34 2010
From: Sysadmin at ruralnetwork.net (Sysadmin)
Date: Fri, 30 Jul 2010 16:44:34 -0600
Subject: [rt-users]   Radius Aurhentication
Message-ID: <4C5355D2.7090506@ruralnetwork.net>

Is there a way to apply custom fields to ticket bound for a specific 
queue i. e. ticket created for billing have one set of custom fields and 
tickets created for tech support have a different set of custom fields?


Thank you,

David
System Administrator
Rural Network Services, Inc.




From Sysadmin at ruralnetwork.net  Fri Jul 30 18:45:32 2010
From: Sysadmin at ruralnetwork.net (Sysadmin)
Date: Fri, 30 Jul 2010 16:45:32 -0600
Subject: [rt-users]    Custom Fields
Message-ID: <4C53560C.4080006@ruralnetwork.net>

Is there a way to apply custom fields to ticket bound for a specific 
queue i. e. ticket created for billing have one set of custom fields and 
tickets created for tech support have a different set of custom fields?


Thank you,

David
System Administrator
Rural Network Services, Inc.




From vpn.cluster.ha at gmail.com  Sat Jul 31 12:53:46 2010
From: vpn.cluster.ha at gmail.com (VPN Cluster)
Date: Sat, 31 Jul 2010 12:53:46 -0400
Subject: [rt-users] Issues with compiling DBD::Oracle on RHEL 5
Message-ID: <AANLkTimxktGGR8ySjijxYOfsCUTq1VdFno3SuzuGA40X@mail.gmail.com>

Hello,

I have Oracle 11GR2 server installed on RHEL 5. The make initialize
generates error and it needs DBD::Oracle. I tried to install DBD::Oracle but
got the following error..

*"Unable to locate an oracle.mk, proc.mk or other suitable *.mk*

*        file in your Oracle installation.  *



        The oracle.mk (or demo_rdbms.mk) file is part of the Oracle

        RDBMS product. The proc.mk (or demo_proc.mk) file is part of

        the Oracle Pro*C product.  You need to build DBD::Oracle on a

        system which has one of these Oracle components installed.

        (Other *.mk files such as the env_*.mk files will not work.)

        Alternatively you can use Oracle Instant Client.



        In the unlikely event that a suitable *.mk file is installed

        somewhere non-standard you can specify where it is using the -m
option:

                perl Makefile.PL -m /path/to/your.mk"



The link below asks to install Oracle Instant Client . Any ideas?



http://www.issociate.de/board/post/483077/Unable_to_locate_an_oracle.mk,_proc.mk_or_other_suitable_*.mk.html

  Thanks
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From rick_gillette at cox.net  Sat Jul 31 15:17:46 2010
From: rick_gillette at cox.net (Rick Gillette)
Date: Sat, 31 Jul 2010 12:17:46 -0700
Subject: [rt-users] 3.8.8 initialize-database failure
Message-ID: <4C5476DA.1060307@cox.net>

  Good day,

After having a problem with a FreeBSD 7.3 install of RT-3.8.6, I got the
boss to agree to do a complete fresh install of the new RT-3.8.8. I have
all my config files backed up and ready to go, however after checking
a clean make testdeps, and make dropdb of the old rt3 database I just
get so far in running "make initialize-database" before I get this 
error, and
I cannot seem to find where to fix it:

****** snip *******

# make initialize-database
/usr/bin/perl -I/opt/rt3/local/lib -I/opt/rt3/lib sbin/rt-setup-database 
--action init --dba root --prompt-for-dba-password
In order to create or update your RT database, this script needs to 
connect to your  mysql instance on localhost as root
Please specify that user's database password below. If the user has no 
database
password, just press return.

Password:

Working with:
Type:    mysql
Host:    localhost
Name:    rt3
User:    rt_user
DBA:    root
Now creating a mysql database rt3 for RT.
Done.
Now populating database schema.
DBD::mysql::st execute failed: You have an error in your SQL syntax; 
check the manual that corresponds to your MySQL server version for the 
right syntax to use near 'TYPE=InnoDB  CHARACTER SET utf8' at line 15 at 
/usr/src/rt-3.8.8/sbin/../lib/RT/Handle.pm line 506.
*** Error code 255

Stop in /usr/src/rt-3.8.8.

#
******** snip *******

I have checked that line indicated in the error and the script - It 
appears this is a
"cascade" error from somewhere else.  Any suggestions greatly appreciated.

Regards,

Rick Gillette



From rick_gillette at cox.net  Sat Jul 31 20:16:37 2010
From: rick_gillette at cox.net (Rick Gillette)
Date: Sat, 31 Jul 2010 17:16:37 -0700
Subject: [rt-users] 3.8.8 initialize-database failure
In-Reply-To: <4C5476DA.1060307@cox.net>
References: <4C5476DA.1060307@cox.net>
Message-ID: <4C54BCE5.9010708@cox.net>

  Here is what I have configured... Using mysql:

mysql> show variables like 'c%';
+--------------------------+----------------------------------+
| Variable_name            | Value                            |
+--------------------------+----------------------------------+
| character_set_client     | utf8                             |
| character_set_connection | utf8                             |
| character_set_database   | utf8                             |
| character_set_filesystem | binary                           |
| character_set_results    | utf8                             |
| character_set_server     | utf8                             |
| character_set_system     | utf8                             |
| character_sets_dir       | /usr/local/share/mysql/charsets/ |
| collation_connection     | utf8_general_ci                  |
| collation_database       | utf8_general_ci                  |
| collation_server         | utf8_general_ci                  |
| completion_type          | NO_CHAIN                         |
| concurrent_insert        | AUTO                             |
| connect_timeout          | 10                               |
+--------------------------+----------------------------------+
14 rows in set (0.00 sec)

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

mysql> select plugin_name, plugin_type, plugin_status from 
information_schema.plugins;
+---------------------+--------------------+---------------+
| plugin_name         | plugin_type        | plugin_status |
+---------------------+--------------------+---------------+
| binlog              | STORAGE ENGINE     | ACTIVE        |
| CSV                 | STORAGE ENGINE     | ACTIVE        |
| MEMORY              | STORAGE ENGINE     | ACTIVE        |
| MyISAM              | STORAGE ENGINE     | ACTIVE        |
| MRG_MYISAM          | STORAGE ENGINE     | ACTIVE        |
| partition           | STORAGE ENGINE     | ACTIVE        |
| ARCHIVE             | STORAGE ENGINE     | ACTIVE        |
| BLACKHOLE           | STORAGE ENGINE     | ACTIVE        |
| FEDERATED           | STORAGE ENGINE     | DISABLED      |
| InnoDB              | STORAGE ENGINE     | ACTIVE        |
| INNODB_TRX          | INFORMATION SCHEMA | ACTIVE        |
| INNODB_LOCKS        | INFORMATION SCHEMA | ACTIVE        |
| INNODB_LOCK_WAITS   | INFORMATION SCHEMA | ACTIVE        |
| INNODB_CMP          | INFORMATION SCHEMA | ACTIVE        |
| INNODB_CMP_RESET    | INFORMATION SCHEMA | ACTIVE        |
| INNODB_CMPMEM       | INFORMATION SCHEMA | ACTIVE        |
| INNODB_CMPMEM_RESET | INFORMATION SCHEMA | ACTIVE        |
| PERFORMANCE_SCHEMA  | STORAGE ENGINE     | ACTIVE        |
+---------------------+--------------------+---------------+
18 rows in set (0.00 sec)

-- And I am unable to initialize a new DB in rt-3.8.8

# make initialize-database
/usr/bin/perl -I/opt/rt3/local/lib -I/opt/rt3/lib sbin/rt-setup-database 
--action init --dba root --prompt-for-dba-password
In order to create or update your RT database, this script needs to 
connect to your  mysql instance on localhost as root
Please specify that user's database password below. If the user has no 
database
password, just press return.

Password:
Working with:
Type:    mysql
Host:    localhost
Name:    rt3
User:    rt_user
DBA:    root
Now creating a mysql database rt3 for RT.
Done.
Now populating database schema.
DBD::mysql::st execute failed: You have an error in your SQL syntax; 
check the manual that corresponds to your MySQL server version for the 
right syntax to use near 'TYPE=InnoDB CHARACTER SET utf8' at line 15 at 
/usr/src/rt-3.8.8/sbin/../lib/RT/Handle.pm line 506.
*** Error code 255

Stop in /usr/src/rt-3.8.8.
--

Perplexed in Mesa..