From bogey_63 at yahoo.com  Sun May  2 12:34:44 2010
From: bogey_63 at yahoo.com (HS)
Date: Sun, 2 May 2010 09:34:44 -0700 (PDT)
Subject: [rt-users] merge users(?)
In-Reply-To: <p2pe9f825501004300934v72f73b56k281b430bf5af947f@mail.gmail.com>
Message-ID: <574572.18142.qm@web33503.mail.mud.yahoo.com>

Hi Ken,
could you provide this scrip, please? Would like to give it a try.

Thanks!

best

--- Kenneth Crocker <kfcrocker at lbl.gov> schrieb am Fr, 30.4.2010:

Von: Kenneth Crocker <kfcrocker at lbl.gov>
Betreff: Re: [rt-users] merge users(?)
An: "who else" <bogey_63 at yahoo.com>
CC: rt-users at lists.bestpractical.com
Datum: Freitag, 30. April, 2010 18:34 Uhr

Bogey,

Did you consider just making the extra Users Cc's on the Ticket? Then all you would have to do is make sure there was a notification scrip for Cc's on whatever. We have a scrip that will "Add a Ticket CC" for all Cc's on an email when a ticket is created or on correspondence. That way, you don't have to have a CF and monitor/maintain it. I think it simpler.


Kenn
LBNL

On Fri, Apr 30, 2010 at 9:27 AM, who else <bogey_63 at yahoo.com> wrote:



Someone, please?



TIA



w_e



who else wrote:

>

> Well,

> it seems it works.

>

> BUT:

>

> I worked it out this way:

>

>>There is a scrip that can do this:

>

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

>

>>You create a custom user field called othermail and populate it with the

>>people you want to get the email. All, the other IBMers will be added as

>>requestors whenever one of them requests. We've done this for some

>>supervisors who want to keep an eye on all calls made by their staff.

>

> Unfortunately this only works for ONE additional othermail but not two. It

> only accepts the first emailadress. Anybody out here, to point me in the

> right direction please, am not a programmer, so i'd appreciate your help.

>

> Thank you very much.

>

> w_e

>

> PS: Besides this it works like a charm ;-)

>



--

View this message in context: http://old.nabble.com/merge-users%28-%29-tp28151060p28414178.html

Sent from the Request Tracker - User mailing list archive at Nabble.com.





Discover RT's hidden secrets with RT Essentials from O'Reilly Media.

Buy a copy at http://rtbook.bestpractical.com





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From mmcgrath at carthage.edu  Sun May  2 13:24:13 2010
From: mmcgrath at carthage.edu (Max McGrath)
Date: Sun, 2 May 2010 12:24:13 -0500
Subject: [rt-users] Put LDAP info into Custom Fields of Users
Message-ID: <t2g6b011ab81005021024y3511715cgccc28d8562fcb156@mail.gmail.com>

Hi everybody -

Running RT 3.8.7 and using LDAP to authenticate users.

There is this code available to set specific user information from LDAP:

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

               'EmailAddress' => 'mail',

               'RealName' => 'givenName',

               'ExternalAuthId' => 'uid',

               'Gecos' => 'uid',

I was wondering if there is a way to take LDAP info and put it into a custom
field.

We have a custom field (Carthage ID#) for each user.  I'd like to be able to
populate that directly from LDAP.  Is that possible?

I guess I could always just populate a field we don't use (something like
the nickname field) with the ID# -- but I'd like to see if this is possible
first.

Thanks!

Max
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath at carthage.edu
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From a.smith at ukgrid.net  Mon May  3 08:46:51 2010
From: a.smith at ukgrid.net (a.smith at ukgrid.net)
Date: Mon, 03 May 2010 13:46:51 +0100
Subject: [rt-users] custom condition not working when checking requestor
Message-ID: <20100503134651.13397790bt95vocg@webmail2.ukgrid.net>

Hi,

   can anyone help me with the following custom condition? What Im  
trying to do is configure some customisations to deal with spam mail  
with spoofed sender that matches the actual address we are using for  
the queue. Ie if the quene address is nospam at mydomain.com then we are  
getting spam through with that same address set as the  
requestor/sender which obviously causes a few probs. Id like to  
prevent autoreplies going to these types of tickets and also to auto  
delete them. Currently Im just testing the detection of these, I have  
a custom condition as shown that will send me an email when the  
condition is met. However its not working, can anyone help me out with  
the syntax?

my $transactionType = $self->TransactionObj->Type;

if ($transactionType eq 'Create') {
   $self->TicketObj->RequestorAddresses eq $Queue->CorrespondAddress;
   return 1;
}
return;

Thanks for any help! Andy.





From lobo+rt at mental.com  Mon May  3 10:13:47 2010
From: lobo+rt at mental.com (lobo+rt at mental.com)
Date: Mon, 03 May 2010 16:13:47 +0200
Subject: [rt-users] custom condition not working when checking requestor
In-Reply-To: a.smith@ukgrid.net's message of Mon, 03 May 2010 13:46:51 BST
	<20100503134651.13397790bt95vocg@webmail2.ukgrid.net> 
Message-ID: <1169.1272896027@mental.com>

() can anyone help me with the following custom condition? What Im  
() trying to do is configure some customisations to deal with spam mail  
() with spoofed sender that matches the actual address we are using for  
() the queue.

Sorry I do not know the RT magic here but even if I knew
I would suggest to ward off the spam at the SMTP level on
your mail gateway before it even reaches RT.

    Ciao, Lobo



From cloos at netcologne.de  Mon May  3 10:28:22 2010
From: cloos at netcologne.de (Christian Loos)
Date: Mon, 3 May 2010 16:28:22 +0200
Subject: [rt-users] custom condition not working when checking requestor
In-Reply-To: <20100503134651.13397790bt95vocg@webmail2.ukgrid.net>
References: <20100503134651.13397790bt95vocg@webmail2.ukgrid.net>
Message-ID: <4BDEDD86.4020308@netcologne.de>

Hi Andy,

try this

my $transactionType = $self->TransactionObj->Type;

if ($transactionType eq 'Create' &&
  $self->TicketObj->RequestorAddresses eq $Queue->CorrespondAddress) {
  return 1;
}
return 0;


But keep in mind that RequestorAddresses is maybe a list of addresses
and CorrespondAddress is a single address.

Chris

Am 03.05.2010 14:46, schrieb a.smith at ukgrid.net:
> Hi,
> 
>   can anyone help me with the following custom condition? What Im trying
> to do is configure some customisations to deal with spam mail with
> spoofed sender that matches the actual address we are using for the
> queue. Ie if the quene address is nospam at mydomain.com then we are
> getting spam through with that same address set as the requestor/sender
> which obviously causes a few probs. Id like to prevent autoreplies going
> to these types of tickets and also to auto delete them. Currently Im
> just testing the detection of these, I have a custom condition as shown
> that will send me an email when the condition is met. However its not
> working, can anyone help me out with the syntax?
> 
> my $transactionType = $self->TransactionObj->Type;
> 
> if ($transactionType eq 'Create') {
>   $self->TicketObj->RequestorAddresses eq $Queue->CorrespondAddress;
>   return 1;
> }
> return;
> 
> Thanks for any help! Andy.
> 
> 
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 



From a.smith at ukgrid.net  Mon May  3 10:21:26 2010
From: a.smith at ukgrid.net (a.smith at ukgrid.net)
Date: Mon, 03 May 2010 15:21:26 +0100
Subject: [rt-users] custom condition not working when checking requestor
In-Reply-To: <20100503134651.13397790bt95vocg@webmail2.ukgrid.net>
References: <20100503134651.13397790bt95vocg@webmail2.ukgrid.net>
Message-ID: <20100503152126.91825nzssow2zls0@webmail2.ukgrid.net>

thanks for the insight, we implement 2 different types of filtering on  
our SMTP servers, but as everyone knows no spam filtering is perfect.

Anyone able to comment on the question at hand, regardless of whether  
they think my mail servers are badly configured?

thanks for any ideas, Andy.

Quoting lobo:

> Sorry I do not know the RT magic here but even if I knew
> I would suggest to ward off the spam at the SMTP level on
> your mail gateway before it even reaches RT.





From sdixit at apple.com  Mon May  3 10:39:45 2010
From: sdixit at apple.com (Siddharth)
Date: Mon, 3 May 2010 20:09:45 +0530
Subject: [rt-users] Configure emails for SMIME encryption
Message-ID: <D781562C-7F11-428A-94F0-9B29B97C6581@apple.com>

Hi,

I want to have SMIME feature for emails to my running version of RT  
(RT 3.8.4). I manually installed the RT-Crypt-SMIME module available  
at CPAN. As mentioned in the read-me file of RT-Crypt-SMIME module I  
modified my RT_Siteconfig.pm as follows:

	 1  use RT::Crypt::SMIME;
          2 Set($OpenSSLPath, ('/usr/bin/openssl'); # or wherever  
openssl lives
          3  Set($SMIMEKeys, ?('/ngs/app/rt3/etc'); # This directory  
should contain RT's private keys and certificates in address.pem files
          4  Set($SMIMEPasswords, { address => ('squeamish  
ossifrage'); # The private passphrases for RT's private keys
          5  @MailPlugins = (qw(Auth::MailFrom Auth::SMIME));

When I saved and restarted the apache server, the server failed to  
restart. However when i marked line no. 4 as comment, the server  
started successfully.

I wanted to know how to obtain passphrase for RT private keys. Further  
what is the process of creating address.pem files.

Thanks,

Siddharth
	


From a.smith at ukgrid.net  Mon May  3 10:59:21 2010
From: a.smith at ukgrid.net (a.smith at ukgrid.net)
Date: Mon, 03 May 2010 15:59:21 +0100
Subject: [rt-users] custom condition not working when checking requestor
In-Reply-To: <20100503152126.91825nzssow2zls0@webmail2.ukgrid.net>
References: <20100503134651.13397790bt95vocg@webmail2.ukgrid.net>
	<20100503152126.91825nzssow2zls0@webmail2.ukgrid.net>
Message-ID: <20100503155921.98474k1zlxdixyww@webmail2.ukgrid.net>

Hi Chris,

   thanks for the suggestion, I just tried this but unfortunately the  
result is the same. Actually, correcting what I said in my original  
post, this code as you can probably see is a custom condition for  
sending an auto reply, and with your code or my original code the  
problem is the same; that it IS sending the autoreply despite the  
intention of the code to only autoreply if the sender email address  
doesnt match the correspond address of the queue...

thanks Andy.

Quoting Chris:

> try this
>
> my $transactionType = $self->TransactionObj->Type;
>
> if ($transactionType eq 'Create' &&
>  $self->TicketObj->RequestorAddresses eq $Queue->CorrespondAddress) {
>  return 1;
> }
> return 0;






From givano at gmail.com  Mon May  3 11:49:30 2010
From: givano at gmail.com (Givano)
Date: Mon, 3 May 2010 17:49:30 +0200
Subject: [rt-users] Send email from template
Message-ID: <z2zaf447dff1005030849ofc8c0e3av7c68e4194f497319@mail.gmail.com>

Hi,

I'm trying to send an email from template, initiated by rt-crontool as
described in wiki, the only trick is that dependent on custom field it
should be sent to other persons group. Here my template, somehow it always
send to user1 and user 2.

########################
Subject: new ticket, 30 minutes unowned!
RT-Send-Cc: { my $values = $Ticket->CustomFieldValues('CIT_Category');
  my $OUTPUT;
  my $CFValue;
  while ( my $value = $values->Next ) {
    $CFValue = $value->Content;
    if ($CFValue == 'IT Facilites') { $OUTPUT = 'user1 at dom.com,
user2 at dom.com' }
    elsif ($CFValue == 'Linux/Network') { $OUTPUT =  'user3 at dom.com,
user4 at dom.com' }
    elsif ($CFValue == 'Phone') { $OUTPUT =  'user5 at dom.com, user6 at dom.com'
}
    elsif ($CFValue == 'Windows') { $OUTPUT =  'user7 at dom.com, user8 at dom.com'
}
  }
  $OUTPUT;
}

The ticket {$Ticket->id} stayed unowned for 30 minutes.

Please do a categorisation, assign optionally an owner!
######################################

Any idea what I'm doing wrong, maybe there is some, more elegant method to
do a custom field based escalation, here is how I'am starting the
rt-crontool:

rt-crontool --search RT::Search::FromSQL --search-arg "id = 23331" --action
RT::Action::RecordComment --template 'UnownedNotifyWatcherLevel1'

Thanks in advance,

Ivan Samarin
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From payam at rasana.net  Mon May  3 11:08:58 2010
From: payam at rasana.net (Payam Poursaied)
Date: Mon, 3 May 2010 19:38:58 +0430
Subject: [rt-users]  Forward ticket -> Entry in Ticket history
Message-ID: <0bca01caead2$9116e930$b344bb90$@net>

More than a month ago, someone asked about putting track of forwarded
messages in the history page.
http://lists.bestpractical.com/pipermail/rt-users/2010-March/063921.html

Is there any solution to this?
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From payam at rasana.net  Mon May  3 11:07:27 2010
From: payam at rasana.net (Payam Poursaied)
Date: Mon, 3 May 2010 19:37:27 +0430
Subject: [rt-users] change FORWARD template to support html format
Message-ID: <0bc201caead2$5b7a1680$126e4380$@net>

I tried to modify FORWARD global template so support html. I added
"Content-Type: text/html" at the first line of that template, but it seems
that header of the email become inconsistent which cause mail client (i.e.
outlook) do not show the attached forward messages.
I checked the source of incoming email with plain and html template and It
seems that adding "content-type: text/html" causes " Content-type:
multipart/mixed; boundary=" to be put in a wrong place. (I'm not MIME expert
so I don't have clear view on this, just I guessed)

Regards
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From gleduc at mail.sdsu.edu  Mon May  3 12:04:28 2010
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Mon, 03 May 2010 09:04:28 -0700
Subject: [rt-users] custom condition not working when checking requestor
In-Reply-To: <20100503155921.98474k1zlxdixyww@webmail2.ukgrid.net>
References: <20100503134651.13397790bt95vocg@webmail2.ukgrid.net>	<20100503152126.91825nzssow2zls0@webmail2.ukgrid.net>
	<20100503155921.98474k1zlxdixyww@webmail2.ukgrid.net>
Message-ID: <4BDEF40C.6050302@mail.sdsu.edu>

Hi Andy,

Use the transaction creator instead of the ticket requestor.  On a 
create event, the e-mail sender is the transaction creator.  The creator 
will be a single entity, not a group.

   my $Transaction = $self->TransactionObj;
   my $sender = $Transaction->CreatorObj->EmailAddress;
   if ( $sender eq $Queue->CorrespondAddress ) { bzzzzt }

Good luck,
Gene

On 5/3/2010 7:59 AM, a.smith at ukgrid.net wrote:
> Hi Chris,
>
> thanks for the suggestion, I just tried this but unfortunately the
> result is the same. Actually, correcting what I said in my original
> post, this code as you can probably see is a custom condition for
> sending an auto reply, and with your code or my original code the
> problem is the same; that it IS sending the autoreply despite the
> intention of the code to only autoreply if the sender email address
> doesnt match the correspond address of the queue...
>
> thanks Andy.
>
> Quoting Chris:
>
>> try this
>>
>> my $transactionType = $self->TransactionObj->Type;
>>
>> if ($transactionType eq 'Create' &&
>> $self->TicketObj->RequestorAddresses eq $Queue->CorrespondAddress) {
>> return 1;
>> }
>> return 0;
>
>
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From kfcrocker at lbl.gov  Mon May  3 12:07:50 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 3 May 2010 09:07:50 -0700
Subject: [rt-users] merge users(?)
In-Reply-To: <574572.18142.qm@web33503.mail.mud.yahoo.com>
References: <p2pe9f825501004300934v72f73b56k281b430bf5af947f@mail.gmail.com>
	<574572.18142.qm@web33503.mail.mud.yahoo.com>
Message-ID: <p2le9f825501005030907oba6809e1w62e067b58e98b784@mail.gmail.com>

Bogey,

Sure. Keep in mind that if this is something you want to happen in ALL
Queues, Then you don't need thisw scrip. RT offers this as a Global option.
Anyway, here is the one for On Create from emails:

#Custom Action cleanup Code:
# Set up variables for parsing CC's

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $user = RT::User->new($RT::SystemUser);
my $addr;
my $header;
my $ccname;
my $cc;

# Parse the email CC's into ticket "CC" Watchers

foreach $header ($trans->Attachments->First->GetHeader("Cc"))
    {
     foreach $cc ( split /\,/, $header )
         {
          ($addr) = $cc =~ /([\w-]+?\@[\w-]+?\.[\w]+)/;
          $ccname = substr($addr, 0,length($addr)-8);
          $addr = $user->CanonicalizeEmailAddress($ccname);
          $ticket->AddWatcher( Type => 'Cc', Email => $ccname );
         }
    }

return 1;

For the "On Correspondence one, you merely add an "unless" after the $addr
code:

          unless ($ticket->IsWatcher(Type => 'Cc', EmailAddress => $addr))
              {
               $ticket->AddWatcher( Type => 'Cc', Email => $ccname );
              }

So anyway, you can put this code into any Queue you want this to happen in,
but again, if you want all Queue to have this, then its better to turn on
that option in you config settings.

Kenn
LBNL

On Sun, May 2, 2010 at 9:34 AM, HS <bogey_63 at yahoo.com> wrote:

> Hi Ken,
> could you provide this scrip, please? Would like to give it a try.
>
> Thanks!
>
> best
>
> --- Kenneth Crocker *<kfcrocker at lbl.gov>* schrieb am *Fr, 30.4.2010:
> *
>
> *
> Von: Kenneth Crocker <kfcrocker at lbl.gov>
> Betreff: Re: [rt-users] merge users(?)
> An: "who else" <bogey_63 at yahoo.com>
> CC: rt-users at lists.bestpractical.com
> Datum: Freitag, 30. April, 2010 18:34 Uhr
>
> *
> *Bogey,
>
> Did you consider just making the extra Users Cc's on the Ticket? Then all
> you would have to do is make sure there was a notification scrip for Cc's on
> whatever. We have a scrip that will "Add a Ticket CC" for all Cc's on an
> email when a ticket is created or on correspondence. That way, you don't
> have to have a CF and monitor/maintain it. I think it simpler.
>
> Kenn
> LBNL
>
> *
> *On Fri, Apr 30, 2010 at 9:27 AM, who else <bogey_63 at yahoo.com<http://mc/compose?to=bogey_63 at yahoo.com>
> > wrote:
> *
>>
>> *
>> Someone, please?
>>
>> TIA
>>
>> w_e
>> *
>> *
>> who else wrote:
>> >
>> > Well,
>> > it seems it works.
>> >
>> > BUT:
>> >
>> > I worked it out this way:
>> >
>> >>There is a scrip that can do this:
>> >
>> >>http://wiki.bestpractical.com/view/AddRequestor
>> >
>> >>You create a custom user field called othermail and populate it with the
>> >>people you want to get the email. All, the other IBMers will be added as
>> >>requestors whenever one of them requests. We've done this for some
>> >>supervisors who want to keep an eye on all calls made by their staff.
>> >
>> > Unfortunately this only works for ONE additional othermail but not two.
>> It
>> > only accepts the first emailadress. Anybody out here, to point me in the
>> > right direction please, am not a programmer, so i'd appreciate your
>> help.
>> >
>> > Thank you very much.
>> >
>> > w_e
>> >
>> > PS: Besides this it works like a charm ;-)
>> >
>>
>> --
>> *
>> *View this message in context:
>> http://old.nabble.com/merge-users%28-%29-tp28151060p28414178.html
>> *
>> *Sent from the Request Tracker - User mailing list archive at Nabble.com.
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>> *
>>
> *
> *
>
>
>
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From a.smith at ukgrid.net  Mon May  3 12:27:48 2010
From: a.smith at ukgrid.net (a.smith at ukgrid.net)
Date: Mon, 03 May 2010 17:27:48 +0100
Subject: [rt-users] custom condition not working when checking requestor
 SOLVED
In-Reply-To: <20100503152126.91825nzssow2zls0@webmail2.ukgrid.net>
References: <20100503134651.13397790bt95vocg@webmail2.ukgrid.net>
	<20100503152126.91825nzssow2zls0@webmail2.ukgrid.net>
Message-ID: <20100503172748.17644qailiyixmec@webmail2.ukgrid.net>

Hi,

   thanks for the help Chris, Ive got this working now. The working code is:

my $transactionType = $self->TransactionObj->Type;
my $ticketRequestor = lc($self->TicketObj->RequestorAddresses);

if ($transactionType eq 'Create' &&
   $ticketRequestor ne $self->TicketObj->QueueObj->CorrespondAddress()) {
   return 1;
}
return 0;


Previously Id lifted some code from an example and was using  
$Queue->CorrespondAddress which isnt valid unless you?ve already  
defined my Queue somewhere. So Ive updated to use the full syntax as  
per above.
I got a bit confused between the return codes, initially thinking 0  
was a clean exit (ie good) and not true as it acutally means.
Anyway all good now!

thanks Andy.





From givano at gmail.com  Mon May  3 12:28:46 2010
From: givano at gmail.com (Givano)
Date: Mon, 3 May 2010 18:28:46 +0200
Subject: [rt-users] Send email from template
In-Reply-To: <4BDEF32E.3070509@uwaterloo.ca>
References: <z2zaf447dff1005030849ofc8c0e3av7c68e4194f497319@mail.gmail.com>
	<4BDEF32E.3070509@uwaterloo.ca>
Message-ID: <j2iaf447dff1005030928k632fc1f3wa94c8c085d87e4bb@mail.gmail.com>

Thank you Jeff, works perfect, I forgot that "==" is used only for numbers,
not strings...

Ivan

2010/5/3 Jeff Voskamp <javoskam at uwaterloo.ca>

> On 05/03/2010 11:49 AM, Givano wrote:
>
>> Hi,
>>
>> I'm trying to send an email from template, initiated by rt-crontool as
>> described in wiki, the only trick is that dependent on custom field it
>> should be sent to other persons group. Here my template, somehow it always
>> send to user1 and user 2.
>>
>> ########################
>> Subject: new ticket, 30 minutes unowned!
>> RT-Send-Cc: { my $values = $Ticket->CustomFieldValues('CIT_Category');
>>  my $OUTPUT;
>>  my $CFValue;
>>  while ( my $value = $values->Next ) {
>>    $CFValue = $value->Content;
>>    if ($CFValue == 'IT Facilites') { $OUTPUT = 'user1 at dom.com <mailto:
>> user1 at dom.com>, user2 at dom.com <mailto:user2 at dom.com>' }
>>    elsif ($CFValue == 'Linux/Network') { $OUTPUT =  'user3 at dom.com<mailto:
>> user3 at dom.com>, user4 at dom.com <mailto:user4 at dom.com>' }
>>    elsif ($CFValue == 'Phone') { $OUTPUT =  'user5 at dom.com <mailto:
>> user5 at dom.com>, user6 at dom.com <mailto:user6 at dom.com>' }
>>    elsif ($CFValue == 'Windows') { $OUTPUT =  'user7 at dom.com <mailto:
>> user7 at dom.com>, user8 at dom.com <mailto:user8 at dom.com>' }
>>
>>  }
>>  $OUTPUT;
>> }
>>
>> The ticket {$Ticket->id} stayed unowned for 30 minutes.
>>
>> Please do a categorisation, assign optionally an owner!
>> ######################################
>>
> Try using 'eq' instead of '==' - you want to compare the values of the
> string, not if it's set.
> You might also want to use '.=' instead of '=' for $OUTPUT if you are
> handling multiple values for CIT_Category, but watch out for missing commas.
>
> Jeff
>
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From kfcrocker at lbl.gov  Mon May  3 12:32:31 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 3 May 2010 09:32:31 -0700
Subject: [rt-users] Send email from template
In-Reply-To: <z2zaf447dff1005030849ofc8c0e3av7c68e4194f497319@mail.gmail.com>
References: <z2zaf447dff1005030849ofc8c0e3av7c68e4194f497319@mail.gmail.com>
Message-ID: <m2xe9f825501005030932ibcb67310ya9f9917599a33674@mail.gmail.com>

Givano,

I have a scrip that sets the owner based on the value in a Custom Field.
Look at it and modify it to meet your needs:

# Custom Action preparation code

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;

#
# set new ticket owner id value
#
#    42 -  Bob
#   148 - Carol
#  5125 - Ted
#  9324 - Alice
#

my %orgs = qw(
           Budget         148
           Controller      5125
           Facilities      42
           Field-OPS    5125
           Property       9324
           SPO            148
           Travel           5125
           Other           42
          );

my $cf = new RT::CustomField($RT::SystemUser);
$cf->LoadByName(Queue => $ticket->QueueObj->id,Name => "CFO-Org");

# check for valid CF-Org value first,
# then set new Ticket Owner ID

if ($cf->id)
    {
     my $cfvalue = $ticket->FirstCustomFieldValue('CFO-Org');
     my $ownerid = $orgs{$cfvalue};
     $ticket->SetOwner($ownerid);
    }

return 1;

You could easily replace the owner Ids with your email address and instead
of setting the ownerid, set the "To" address or whatever.

Anyway, hope this helps. It sure works for us.

Kenn
LBNL

On Mon, May 3, 2010 at 8:49 AM, Givano <givano at gmail.com> wrote:

> Hi,
>
> I'm trying to send an email from template, initiated by rt-crontool as
> described in wiki, the only trick is that dependent on custom field it
> should be sent to other persons group. Here my template, somehow it always
> send to user1 and user 2.
>
> ########################
> Subject: new ticket, 30 minutes unowned!
> RT-Send-Cc: { my $values = $Ticket->CustomFieldValues('CIT_Category');
>   my $OUTPUT;
>   my $CFValue;
>   while ( my $value = $values->Next ) {
>     $CFValue = $value->Content;
>     if ($CFValue == 'IT Facilites') { $OUTPUT = 'user1 at dom.com,
> user2 at dom.com' }
>     elsif ($CFValue == 'Linux/Network') { $OUTPUT =  'user3 at dom.com,
> user4 at dom.com' }
>     elsif ($CFValue == 'Phone') { $OUTPUT =  'user5 at dom.com, user6 at dom.com'
> }
>     elsif ($CFValue == 'Windows') { $OUTPUT =  'user7 at dom.com,
> user8 at dom.com' }
>   }
>   $OUTPUT;
> }
>
> The ticket {$Ticket->id} stayed unowned for 30 minutes.
>
> Please do a categorisation, assign optionally an owner!
> ######################################
>
> Any idea what I'm doing wrong, maybe there is some, more elegant method to
> do a custom field based escalation, here is how I'am starting the
> rt-crontool:
>
> rt-crontool --search RT::Search::FromSQL --search-arg "id = 23331" --action
> RT::Action::RecordComment --template 'UnownedNotifyWatcherLevel1'
>
> Thanks in advance,
>
> Ivan Samarin
>
>
>
> 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 hiro24 at gmail.com  Mon May  3 13:29:49 2010
From: hiro24 at gmail.com (Chris Hall)
Date: Mon, 3 May 2010 13:29:49 -0400
Subject: [rt-users] Setting up spamassassin
Message-ID: <p2jf6319bb11005031029o72493bebg959b37045f9dbcaa@mail.gmail.com>

How does one go about setting up spamassassin with RT?  I've downloaded it
via apt-get, just not sure what the next step would be.

Trying to stop all the "fre.e v1agerra" tickets... grrrrr....
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From torsten.brumm at googlemail.com  Mon May  3 13:38:45 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Mon, 3 May 2010 19:38:45 +0200
Subject: [rt-users] Too many tickets in queue?
In-Reply-To: <20100430140606.GE3197@easter-eggs.com>
References: <5054.1270650286@malison.ait.iastate.edu>
	<20100407155335.GC29044@bestpractical.com>
	<20100430140606.GE3197@easter-eggs.com>
Message-ID: <x2pbdbd084b1005031038m48f1c9cdnfd59d756208d6583@mail.gmail.com>

Hi Emmanuel,
i think jesse is talking about our installation ;-)

To your Questions:

that's really big!
>
> Hmm, it's growing each day


> I'm curious is it possible to know which version of RT, which kind of
> httpd/db/cgi-perl handler, how many servers?
>
>
It is still an very old Version 3.6.5 but in progress of migration to
3.8.7(8)  within the next weeks.

We're using Apache 2.x on RedHat Enterprise Linux with FastCGI and FCGID
(different Webserver with different Setups, too many problems with FastCGI
and some major Problems with FCGID)

Frontends Webservers are some huge Webservers with lots of ram loadbalanced,
will be replaced end of this month by several VM's around the world (if
jesse can help us ;-) !) and a 64 Processor SUN with tons of RAM at the
backend.

Some words to the Backend. We use an addon from BPS to store attachments not
inside the DB anymore, we store everything inside a f***ing fast NetApp
connected by 4 x 1GB ETH to the Servers. DB is also stored inside the NetApp
on several hundred disks.

tob

>
> 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 jpierce at cambridgeenergyalliance.org  Mon May  3 19:28:18 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Mon, 3 May 2010 19:28:18 -0400
Subject: [rt-users] Setting up spamassassin
In-Reply-To: <p2jf6319bb11005031029o72493bebg959b37045f9dbcaa@mail.gmail.com>
References: <p2jf6319bb11005031029o72493bebg959b37045f9dbcaa@mail.gmail.com>
Message-ID: <x2ibe7163f1005031628lc91fa4ard670b3abc1a18c09@mail.gmail.com>

Read the friendly wiki


From givano at gmail.com  Tue May  4 03:07:08 2010
From: givano at gmail.com (Givano)
Date: Tue, 4 May 2010 09:07:08 +0200
Subject: [rt-users] Send email from template
In-Reply-To: <m2xe9f825501005030932ibcb67310ya9f9917599a33674@mail.gmail.com>
References: <z2zaf447dff1005030849ofc8c0e3av7c68e4194f497319@mail.gmail.com>
	<m2xe9f825501005030932ibcb67310ya9f9917599a33674@mail.gmail.com>
Message-ID: <p2laf447dff1005040007xf1de41byf4acae72df15d62b@mail.gmail.com>

Hello Kenn,

thanks for your scrip, I'm using the rt-crontool for ticket escalation and
could not find out how to use custom actions with rt-crontool, maybe you
have a hint for me.

Thanks, Ivan

2010/5/3 Kenneth Crocker <kfcrocker at lbl.gov>

> Givano,
>
> I have a scrip that sets the owner based on the value in a Custom Field.
> Look at it and modify it to meet your needs:
>
> # Custom Action preparation code
>
> my $trans = $self->TransactionObj;
> my $ticket = $self->TicketObj;
>
> #
> # set new ticket owner id value
> #
> #    42 -  Bob
> #   148 - Carol
> #  5125 - Ted
> #  9324 - Alice
> #
>
> my %orgs = qw(
>            Budget         148
>            Controller      5125
>            Facilities      42
>            Field-OPS    5125
>            Property       9324
>            SPO            148
>            Travel           5125
>            Other           42
>           );
>
> my $cf = new RT::CustomField($RT::SystemUser);
> $cf->LoadByName(Queue => $ticket->QueueObj->id,Name => "CFO-Org");
>
> # check for valid CF-Org value first,
> # then set new Ticket Owner ID
>
> if ($cf->id)
>     {
>      my $cfvalue = $ticket->FirstCustomFieldValue('CFO-Org');
>      my $ownerid = $orgs{$cfvalue};
>      $ticket->SetOwner($ownerid);
>     }
>
> return 1;
>
> You could easily replace the owner Ids with your email address and instead
> of setting the ownerid, set the "To" address or whatever.
>
> Anyway, hope this helps. It sure works for us.
>
> Kenn
> LBNL
>
> On Mon, May 3, 2010 at 8:49 AM, Givano <givano at gmail.com> wrote:
>
>> Hi,
>>
>> I'm trying to send an email from template, initiated by rt-crontool as
>> described in wiki, the only trick is that dependent on custom field it
>> should be sent to other persons group. Here my template, somehow it always
>> send to user1 and user 2.
>>
>> ########################
>> Subject: new ticket, 30 minutes unowned!
>> RT-Send-Cc: { my $values = $Ticket->CustomFieldValues('CIT_Category');
>>   my $OUTPUT;
>>   my $CFValue;
>>   while ( my $value = $values->Next ) {
>>     $CFValue = $value->Content;
>>     if ($CFValue == 'IT Facilites') { $OUTPUT = 'user1 at dom.com,
>> user2 at dom.com' }
>>     elsif ($CFValue == 'Linux/Network') { $OUTPUT =  'user3 at dom.com,
>> user4 at dom.com' }
>>     elsif ($CFValue == 'Phone') { $OUTPUT =  'user5 at dom.com,
>> user6 at dom.com' }
>>     elsif ($CFValue == 'Windows') { $OUTPUT =  'user7 at dom.com,
>> user8 at dom.com' }
>>   }
>>   $OUTPUT;
>> }
>>
>> The ticket {$Ticket->id} stayed unowned for 30 minutes.
>>
>> Please do a categorisation, assign optionally an owner!
>> ######################################
>>
>> Any idea what I'm doing wrong, maybe there is some, more elegant method to
>> do a custom field based escalation, here is how I'am starting the
>> rt-crontool:
>>
>> rt-crontool --search RT::Search::FromSQL --search-arg "id = 23331"
>> --action RT::Action::RecordComment --template 'UnownedNotifyWatcherLevel1'
>>
>> Thanks in advance,
>>
>> Ivan Samarin
>>
>>
>>
>> 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.peachey at jennic.com  Tue May  4 05:23:41 2010
From: mike.peachey at jennic.com (Mike Peachey)
Date: Tue, 04 May 2010 10:23:41 +0100
Subject: [rt-users] Put LDAP info into Custom Fields of Users
In-Reply-To: <t2g6b011ab81005021024y3511715cgccc28d8562fcb156@mail.gmail.com>
References: <t2g6b011ab81005021024y3511715cgccc28d8562fcb156@mail.gmail.com>
Message-ID: <4BDFE79D.4060003@jennic.com>

Max McGrath wrote:
> Hi everybody -
> 
> Running RT 3.8.7 and using LDAP to authenticate users.
> 
> There is this code available to set specific user information from LDAP:
> 
> # The mapping of RT attributes on to LDAP attributes
>                                                         'attr_map'      
>            =>  {   'Name' => 'uid',
>                                                                         
>                    'EmailAddress' => 'mail',
>                                                                         
>                    'RealName' => 'givenName',
>                                                                         
>                    'ExternalAuthId' => 'uid',
>                                                                         
>                    'Gecos' => 'uid',
> 
> I was wondering if there is a way to take LDAP info and put it into a
> custom field.

I don't recall offhand how RT handles Custom Fields with respect to user
objects. The way the LDAP info is handled is that a user object is
pulled into a variable and the attribute hash is extracted to another,
then LDAP information is pulled and inserted into that hash and the
pushed right back into the user object, this way non-ldap-mapped
information is untouched, but all LDAP information is overwritten on
each lookup.

It is, then, easy to overwrite any existing user field with LDAP
information by adding it to the hash and pulling the specific field from
LDAP to write over it, but I don't know that Custom Fields are as
simple. Perhaps it can be done in the same way by referring to
{CustomField1} or similar. It's been a long time since I looked at CFs
that deeply.

Perhaps the way CommandByMail handles Custom Fields might provide useful
guidance.

-- 
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 mwlucas at blackhelicopters.org  Tue May  4 09:34:43 2010
From: mwlucas at blackhelicopters.org (Michael W. Lucas)
Date: Tue, 4 May 2010 09:34:43 -0400
Subject: [rt-users] simple web script to fill "link values to" from db
Message-ID: <20100504133443.GA79779@bewilderbeast.blackhelicopters.org>

Hi,

We're running RT 3.8.6 with postgresql on FreeBSD 8.

I have a set of outside databases I'd like to extract some RT custom
field values from: circuit IDs, services, etc.  This seems like it
would be easy to do with the CustomField "Link values to" option.

Surely someone's already written a simple CGI/PHP/somesuch script to
pull values like this from a postgres database?  I could probably
remember enough PHP to do it myself, but I'd prefer to use a wheel
someone else invented.

Thanks,
==ml

-- 
Michael W. Lucas 	mwlucas at BlackHelicopters.org
http://www.MichaelWLucas.com/
New book:  Network Flow Analysis
pre-order now!  http://www.networkflowanalysis.com/


From Mike.Johnson at NorMed.ca  Tue May  4 09:42:07 2010
From: Mike.Johnson at NorMed.ca (Mike Johnson)
Date: Tue, 04 May 2010 09:42:07 -0400
Subject: [rt-users] Large file uploads
In-Reply-To: <C7F22BA1.5308F%ggreene@minervanetworks.com>
References: <4BCC99DF.8010703@nsd.org>
	<C7F22BA1.5308F%ggreene@minervanetworks.com>
Message-ID: <4BDFECDB.4EF5.001E.0@NorMed.ca>

I ran into a very similar problem with any attachment over 50MB or so... the process that takes the email and converts it to a ticket would chew up memory until the system started swapping, which essentially locked the system(30s-5mins for a command to execute).

I turned the config setting on to reject large file sizes... but it would be nice if an extention/mod was built to take emails with attachments, and store the attachment as a link to a config defined FTP site... as our graphics team here wanted to use RT, but since they got large email attachments on a regular basis, we had to give them a different solution :(

If you do figure out a solution to this issue, please share with the list!!

Thanks!


Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson at normed.ca
Technology assistance: email nosmhelpdesk at normed.ca 
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: 
Off campus toll free 1 (800) 461-8777, option 8, or locally either 
(705) 662-7120 or (807) 766-7500


>>> "Gary Greene" <ggreene at minervanetworks.com> 4/19/2010 6:47 PM >>>
On 4/19/10 10:58 AM, "Ski Kacoroski" <ckacoroski at nsd.org> wrote:
> Hi,
> 
> I am hoping to use RT to help manage a printshop, but am having severe
> performance issues when I upload a 76M file.  My hardware has 2 CPUs and
> 4GB of ram.  The upload was ok, but when I try to look at the ticket,
> the system just locks up with almost 100% system cpu use and uses up all
> ram and starts in on swap.  Has anyone else used RT with large files
> (100 - 200MB).  Does RT's design allow for this or should I just set up
> links to an FTP site that can be accessed from the RT ticket?
> 
> Thanks in advance.
> 
> cheers,
> 
> ski

>From what I've found, since the attachments get stored in the DB, it's best
not to upload such huge files as attachments and rather host them elsewhere
and link to them. Besides, email over all was never meant for such monster
attachments....

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




From rmp.dmd1229 at gmail.com  Tue May  4 11:30:02 2010
From: rmp.dmd1229 at gmail.com (rmp dmd)
Date: Tue, 4 May 2010 11:30:02 -0400
Subject: [rt-users] client reply receive by 1 admin CC only
Message-ID: <s2g61d255bb1005040830me8ec9b3cv36b1ec9c50c71274@mail.gmail.com>

Hi,

I've been investigating this and cannot find a real answer.

We have 3 persons on AdminCC.

When client replies via email to the ticket, it will be received by the 3
persons' mailbox.

Last week, there was a client replied, only 1 adminCC got the response.  I
did a test. All replies to RT are being received by 3 AdminCC.

I found this on RT log. It only send to 1 adminCC.  RT usually send to 3
adminCCs or sometimes to 2 if, the other is the updating the ticket.

[Fri Apr 30 08:59:59 2010] [debug]: About to think about scrips for
transaction #161688 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Fri Apr 30 08:59:59 2010] [info]: <
rt-3.4.5-30212-1272617998-981.16221-5-0 at xxx.worx.net> sent To:  Cc:  Bcc:
admin1 at worx.com (/opt/rt3/lib/RT/Action/SendEmail.pm:297)

Further the client retained the RT system email address in their reply, and
didn't change that email to be  1 AdminCc.

I attached the ticket display page. It shows that client sent to RT email
address and not directly to the email address of 1 adminCC.

There are no changes on the scrips. I am also looking at the logs this is
the only time RT sends to 1 adminCC.

An ideas on why does RT only send to 1 adminCC?

RT Version is 3.4.5
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From bcarpenter at communitycarewny.org  Tue May  4 16:03:51 2010
From: bcarpenter at communitycarewny.org (Brian Carpenter)
Date: Tue, 04 May 2010 16:03:51 -0400
Subject: [rt-users] RTMailer - RETURNED 74 Error
Message-ID: <4BE07DA7.6050809@communitycarewny.org>

All,

First time poster, long time reader and all that jazz. I've gotten some 
very good advice from this form and hope that my own question might find 
some resolution.

More or less I upgraded from RT 3.8.2 -> 3.8.7. Everything went 
perfectly except that I no longer receive any email notification on 
ticket creation.

My syslog spits out this: RTMailer: Call /usr/bin/msmtp -nt -oi -t 
RETURNED 74

While I have seen that there were previous posts about permission errors 
I've made sure all the related files to MSMTP are chown'd to www-data. 
Any light shed on this situation would be immensely helpful, and I am 
entirely willing to provide any additional logs specifically requested 
(with some sensitive data redacted of course). Running ubuntu 10.04 LTS.


From jblaine at kickflop.net  Wed May  5 09:13:42 2010
From: jblaine at kickflop.net (Jeff Blaine)
Date: Wed, 05 May 2010 09:13:42 -0400
Subject: [rt-users] Bug? Custom field names allowed trailing whitespace
Message-ID: <4BE16F06.7080903@kickflop.net>

RT 3.8.7

Just found a custom field whose name was "Shared with ABC "

Trying to reference it in a Scrip as "Shared with ABC"
(lacking trailing space) failed, of course.

I can't think of any reason to allow trailing whitespace
in CF names, so I consider this a bug.


From rs at runsolutions.com  Wed May  5 09:04:19 2010
From: rs at runsolutions.com (Raimund Sacherer)
Date: Wed, 5 May 2010 15:04:19 +0200 (CEST)
Subject: [rt-users] How to NOT send any mail on close
In-Reply-To: <1186185900.361.1273053743009.JavaMail.root@zimbra-01>
Message-ID: <266175546.369.1273064659505.JavaMail.root@zimbra-01>

Hi, 

my users are asking for an option to NOT send mails when they close a ticket.

They want that the ticket is opened again if someone responds to a closed ticket, but if it's only a mail like: thank you! they want to be able to close it again without notification, currently the your ticket is closed message gets sent.

How is the easiest and best way (upgrade-persisten) to achieve this?

I looked around in the wiki and searched but did not find anything related ... 

thank you, 
best regards


-
RunSolutions
     Open Source It Consulting
-
Email: rs at runsolutions.com

Parc Bit - Centro Empresarial Son Espanyol
Edificio Estel - Local 3D
07121 -  Palma de Mallorca
Baleares


From n.chrysandreas at albourne.com  Wed May  5 09:36:49 2010
From: n.chrysandreas at albourne.com (n.chrysandreas at albourne.com)
Date: Wed, 5 May 2010 13:36:49 +0000 (GMT)
Subject: [rt-users] How to NOT send any mail on close
In-Reply-To: <651540473.534421273066571892.JavaMail.root@mail-nic-00.intern.albourne.com>
Message-ID: <940612454.534441273066609260.JavaMail.root@mail-nic-00.intern.albourne.com>

Hi there,

I think the solution for your problem can be found here http://wiki.bestpractical.com/view/OnResolveOnce

Hope this helps
Nik


From jpierce at cambridgeenergyalliance.org  Wed May  5 11:50:35 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 5 May 2010 11:50:35 -0400
Subject: [rt-users] How to NOT send any mail on close
In-Reply-To: <940612454.534441273066609260.JavaMail.root@mail-nic-00.intern.albourne.com>
References: <651540473.534421273066571892.JavaMail.root@mail-nic-00.intern.albourne.com>
	<940612454.534441273066609260.JavaMail.root@mail-nic-00.intern.albourne.com>
Message-ID: <n2tbe7163f1005050850lc9470466g85de85abbc01b551@mail.gmail.com>

> I think the solution for your problem can be found here http://wiki.bestpractical.com/view/OnResolveOnce

This is the opposite of what was asked for.

If given the ACLs, your users can squelch the outgoing message on resolve.
This is a two step process in current versions of RT, though you might be
able to simplify that with a Scrip (tweak On Correspond to bail if new status
is Resolved). Also, I seem to recall reading in the 3.8.8 changes that squelch
will now be a simple check box in the transaction editor.
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From bartelt at slac.stanford.edu  Wed May  5 13:14:42 2010
From: bartelt at slac.stanford.edu (John Bartelt)
Date: Wed, 5 May 2010 10:14:42 -0700 (PDT)
Subject: [rt-users] Multiple attachments error
In-Reply-To: <mailman.2857.1234909592.14313.rt-users@lists.bestpractical.com>
References: <mailman.2857.1234909592.14313.rt-users@lists.bestpractical.com>
Message-ID: <alpine.LRH.1.10.1005051008130.14061@gamera.slac.stanford.edu>

> Date: Tue, 17 Feb 2009 16:36:17 -0500
> From: Jesse Vincent <jesse at bestpractical.com>
> Subject: Re: [rt-users] Multiple attachments error
> Message-ID: <20090217213617.GB44146 at 17h.local>
>
> On Tue 17.Feb'09 at 21:15:52 +0000, Ian Trenfield wrote:
>> Hi,
>> I've seen this question asked before, but have not seen a definitive
>> reply yet so thought it worth asking again.
>>
>> We have an intermittent issue regarding attachments, and it seems to
>> happen more often when users are including multiple attachments. The
>> error message is as follows:
>>
>> read-open /tmp/husk4zilgH : No such file or directory at
>> /usr/share/perl5/MIME/Body.pm line 435.
>>
>> We're running RT 3.6 on an Ubuntu server. The /tmp folder is owned by
>> the correct user and permissions are 700.
>
> This codepath got ~entirely reworked for RT 3.8 due to just this issue.
> If you can bring your test system up to current to verify the fix
> locally, you _should_ it working better.

This problem has just shown up for us.  We are running RT 3.6 and
can not move to 3.8 right now.  We did just move from RHEL 3 and
apache 1.3 to RHEL 5 and apache 2.2.  What I see is that the /tmp
file is only created when you click the "Add More Files" button,
so if you do them one at a time, it will work.  The /tmp files
just disappear, they are not being overwritten.  When the server
is busy, they disappear in a minute; when less busy, maybe 5 minutes.
So maybe it has something to do with processes exiting and taking
their temp files with them?

Any further help with would be appreciated.

John Bartelt



From rs at runsolutions.com  Thu May  6 04:00:01 2010
From: rs at runsolutions.com (Raimund Sacherer)
Date: Thu, 6 May 2010 10:00:01 +0200 (CEST)
Subject: [rt-users] How to NOT send any mail on close
In-Reply-To: <300610586.412.1273132509882.JavaMail.root@zimbra-01>
Message-ID: <1717351126.414.1273132801214.JavaMail.root@zimbra-01>

Hello Nik, Jerrad

Thanks for your answers, I did not find the OnResolveOnce wiki page in my search.

Jerrad, can you please explain me what in this context "squelch" means? Sorry but I have no clue what this is doing :-)

But "Squelch de outgoing message on resolve" has a nice ring to it, I think that it is what I need ... If I would understand it :-)

thanks again,
best
Ray


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

Message: 5
Date: Wed, 5 May 2010 11:50:35 -0400
From: Jerrad Pierce <jpierce at cambridgeenergyalliance.org>
To: n.chrysandreas at albourne.com
Cc: rt-users at lists.bestpractical.com, Raimund Sacherer
	<rs at runsolutions.com>
Subject: Re: [rt-users] How to NOT send any mail on close
Message-ID:
	<n2tbe7163f1005050850lc9470466g85de85abbc01b551 at mail.gmail.com>
Content-Type: text/plain; charset=ISO-8859-1

> I think the solution for your problem can be found here http://wiki.bestpractical.com/view/OnResolveOnce

This is the opposite of what was asked for.

If given the ACLs, your users can squelch the outgoing message on resolve.
This is a two step process in current versions of RT, though you might be
able to simplify that with a Scrip (tweak On Correspond to bail if new status
is Resolved). Also, I seem to recall reading in the 3.8.8 changes that squelch
will now be a simple check box in the transaction editor.
-- 
Cambridge Energy Alliance: Save money. Save the planet.


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

_______________________________________________
RT-Users mailing list
RT-Users at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users


End of RT-Users Digest, Vol 74, Issue 7
***************************************


From rs at runsolutions.com  Thu May  6 04:04:55 2010
From: rs at runsolutions.com (Raimund Sacherer)
Date: Thu, 6 May 2010 10:04:55 +0200 (CEST)
Subject: [rt-users] How to NOT send any mail on close
In-Reply-To: <1780527872.416.1273133033532.JavaMail.root@zimbra-01>
Message-ID: <1962985716.418.1273133095599.JavaMail.root@zimbra-01>

Hello Jerrad,

Just found out the wiki page regarding squelch, but How would I integrate this in a scrip so users can turn it off for an individual ticket on resolv?

AFAIK I can not use transaction Variables because they are not available in the scrip at that point and Customfields would be shown everywhere, which I also do not want.

Can you give me any pointers on how to do it?

Thanks
Ray


-
RunSolutions
     Open Source It Consulting
-
Email: rs at runsolutions.com

Parc Bit - Centro Empresarial Son Espanyol
Edificio Estel - Local 3D
07121 -  Palma de Mallorca
Baleares

----- Mensaje original -----
De: "Jerrad Pierce" <jpierce at cambridgeenergyalliance.org>
Para: "n chrysandreas" <n.chrysandreas at albourne.com>
CC: "Raimund Sacherer" <rs at runsolutions.com>, rt-users at lists.bestpractical.com
Enviados: Mi?rcoles, 5 de Mayo 2010 17:50:35
Asunto: Re: [rt-users] How to NOT send any mail on close

> I think the solution for your problem can be found here http://wiki.bestpractical.com/view/OnResolveOnce

This is the opposite of what was asked for.

If given the ACLs, your users can squelch the outgoing message on resolve.
This is a two step process in current versions of RT, though you might be
able to simplify that with a Scrip (tweak On Correspond to bail if new status
is Resolved). Also, I seem to recall reading in the 3.8.8 changes that squelch
will now be a simple check box in the transaction editor.
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From rui-f-meireles at telecom.pt  Thu May  6 05:15:45 2010
From: rui-f-meireles at telecom.pt (Rui Vitor Figueiras Meireles)
Date: Thu, 6 May 2010 10:15:45 +0100
Subject: [rt-users] subscribe
Message-ID: <C10830FEB7384F4DBA220139E108F941DEFE31FC20@COMPRTEX01.ptcom.corppt.com>

subscribe
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From Gabriel at impactteachers.com  Thu May  6 06:07:04 2010
From: Gabriel at impactteachers.com (Gabriel - IP Guys)
Date: Thu, 6 May 2010 11:07:04 +0100
Subject: [rt-users] How to remove non routable email addresses from
	requestors?
Message-ID: <C41B5F52D530C94ABC153C9250AB808601698632@ra.impactteachers.local>

I want to strip out a particular requestor address, and replace it with
another one from within RT. This is to prevent emails from one of our
new clients, (who happens to have around 30 servers, all which send
errors, and logs with the email address of
users at hostname.bogusdomain.local), from causing bounces when they are
resolved.

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From elacour at easter-eggs.com  Thu May  6 06:39:50 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 6 May 2010 12:39:50 +0200
Subject: [rt-users] How to remove non routable email addresses from
 requestors?
In-Reply-To: <C41B5F52D530C94ABC153C9250AB808601698632@ra.impactteachers.local>
References: <C41B5F52D530C94ABC153C9250AB808601698632@ra.impactteachers.local>
Message-ID: <20100506103950.GP22440@easter-eggs.com>

On Thu, May 06, 2010 at 11:07:04AM +0100, Gabriel - IP Guys wrote:
> I want to strip out a particular requestor address, and replace it with
> another one from within RT. This is to prevent emails from one of our
> new clients, (who happens to have around 30 servers, all which send
> errors, and logs with the email address of
> users at hostname.bogusdomain.local), from causing bounces when they are
> resolved.
> 


for new tickets, maybe just use $CanonicalizeEmailAddressMatch and
$CanonicalizeEmailAddressReplace (see RT_Config.pm).

For existing, just search for tickets with those bogus requestors, then
use bulk update.



From Gabriel at impactteachers.com  Thu May  6 07:08:47 2010
From: Gabriel at impactteachers.com (Gabriel - IP Guys)
Date: Thu, 6 May 2010 12:08:47 +0100
Subject: [rt-users] How to remove non routable email addresses from
	requestors?
In-Reply-To: <20100506103950.GP22440@easter-eggs.com>
References: <C41B5F52D530C94ABC153C9250AB808601698632@ra.impactteachers.local>
	<20100506103950.GP22440@easter-eggs.com>
Message-ID: <C41B5F52D530C94ABC153C9250AB808601698636@ra.impactteachers.local>



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Emmanuel
Lacour
Sent: Thursday, May 06, 2010 11:40 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] How to remove non routable email addresses from
requestors?

On Thu, May 06, 2010 at 11:07:04AM +0100, Gabriel - IP Guys wrote:
> I want to strip out a particular requestor address, and replace it
with
> another one from within RT. This is to prevent emails from one of our
> new clients, (who happens to have around 30 servers, all which send
> errors, and logs with the email address of
> users at hostname.bogusdomain.local), from causing bounces when they are
> resolved.
> 


for new tickets, maybe just use $CanonicalizeEmailAddressMatch and
$CanonicalizeEmailAddressReplace (see RT_Config.pm).

For existing, just search for tickets with those bogus requestors, then
use bulk update.


Awesome! Thank you for that, I'll look into this, and let you know how
it went. Thank you


From torsten.brumm at Kuehne-Nagel.com  Thu May  6 07:45:52 2010
From: torsten.brumm at Kuehne-Nagel.com (Brumm,
	Torsten / Kuehne + Nagel / Ham MI-ID)
Date: Thu, 6 May 2010 13:45:52 +0200
Subject: [rt-users] How to change the color order of RT internal Reporting
	Functions
In-Reply-To: <C41B5F52D530C94ABC153C9250AB808601698636@ra.impactteachers.local>
References: <C41B5F52D530C94ABC153C9250AB808601698632@ra.impactteachers.local><20100506103950.GP22440@easter-eggs.com>
	<C41B5F52D530C94ABC153C9250AB808601698636@ra.impactteachers.local>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039402A92222@w3hamboex11.ger.win.int.kn>

Hi,
i'm searching since some days for a way to change the RT Reports Colors for PIE Charts. 

RT uses the colors in order: red, green, yellow, blue etc but i don't like to start with red.

Where can i find some hints?!?

Looked already inside Search/Chart.html and Search/Chart also Search/Elements/Chart but there is nothing like this.

Thanks for any hint.

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 elacour at easter-eggs.com  Thu May  6 07:52:04 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 6 May 2010 13:52:04 +0200
Subject: [rt-users] How to change the color order of RT internal
 Reporting Functions
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB039402A92222@w3hamboex11.ger.win.int.kn>
References: <C41B5F52D530C94ABC153C9250AB808601698632@ra.impactteachers.local>
	<20100506103950.GP22440@easter-eggs.com>
	<C41B5F52D530C94ABC153C9250AB808601698636@ra.impactteachers.local>
	<16426EA38D57E74CB1DE5A6AE1DB039402A92222@w3hamboex11.ger.win.int.kn>
Message-ID: <20100506115204.GQ22440@easter-eggs.com>

On Thu, May 06, 2010 at 01:45:52PM +0200, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote:
> Hi,
> i'm searching since some days for a way to change the RT Reports Colors for PIE Charts. 
> 
> RT uses the colors in order: red, green, yellow, blue etc but i don't like to start with red.
> 
> Where can i find some hints?!?
> 
> Looked already inside Search/Chart.html and Search/Chart also Search/Elements/Chart but there is nothing like this.
> 

look in RT 3.8.8 in rt/share/html/Search/Chart, colors where changed for
3.8.8:

# refine values' colors, with both Color::Scheme's help and my own tweak
$chart->{dclrs} = [
    '66cc66', 'ff6666', 'ffcc66', '663399',
    '3333cc',
    '339933', '993333', '996633', '663399',
    '33cc33', 'cc3333', 'cc9933', '6633cc'
];

{
    no warnings 'redefine';
    *GD::Graph::pick_data_clr = sub {
        my $self      = shift;
        my $color_hex = $self->{dclrs}[ $_[0] % @{ $self->{dclrs} } - 1 ];
        return map { hex } ( $color_hex =~ /(..)(..)(..)/ );
    };
}



From torsten.brumm at Kuehne-Nagel.com  Thu May  6 07:58:47 2010
From: torsten.brumm at Kuehne-Nagel.com (Brumm,
	Torsten / Kuehne + Nagel / Ham MI-ID)
Date: Thu, 6 May 2010 13:58:47 +0200
Subject: [rt-users] How to change the color order of RT internal
	Reporting Functions
In-Reply-To: <20100506115204.GQ22440@easter-eggs.com>
References: <C41B5F52D530C94ABC153C9250AB808601698632@ra.impactteachers.local><20100506103950.GP22440@easter-eggs.com><C41B5F52D530C94ABC153C9250AB808601698636@ra.impactteachers.local><16426EA38D57E74CB1DE5A6AE1DB039402A92222@w3hamboex11.ger.win.int.kn>
	<20100506115204.GQ22440@easter-eggs.com>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039402A92227@w3hamboex11.ger.win.int.kn>

Hi Emmanuel,
just in the moment i pressed Send i found this ($chart->set( dclrs => [ qw(green pink blue cyan) ] ); )also inside GD::Graph Module :-(

But thanks

Torsten 


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



-----Urspruengliche Nachricht-----
Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Emmanuel Lacour
Gesendet: Donnerstag, 6. Mai 2010 13:52
An: rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] How to change the color order of RT internal Reporting Functions

On Thu, May 06, 2010 at 01:45:52PM +0200, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote:
> Hi,
> i'm searching since some days for a way to change the RT Reports Colors for PIE Charts. 
> 
> RT uses the colors in order: red, green, yellow, blue etc but i don't like to start with red.
> 
> Where can i find some hints?!?
> 
> Looked already inside Search/Chart.html and Search/Chart also Search/Elements/Chart but there is nothing like this.
> 

look in RT 3.8.8 in rt/share/html/Search/Chart, colors where changed for
3.8.8:

# refine values' colors, with both Color::Scheme's help and my own tweak $chart->{dclrs} = [
    '66cc66', 'ff6666', 'ffcc66', '663399',
    '3333cc',
    '339933', '993333', '996633', '663399',
    '33cc33', 'cc3333', 'cc9933', '6633cc'
];

{
    no warnings 'redefine';
    *GD::Graph::pick_data_clr = sub {
        my $self      = shift;
        my $color_hex = $self->{dclrs}[ $_[0] % @{ $self->{dclrs} } - 1 ];
        return map { hex } ( $color_hex =~ /(..)(..)(..)/ );
    };
}


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



From jpierce at cambridgeenergyalliance.org  Thu May  6 09:51:45 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 6 May 2010 09:51:45 -0400
Subject: [rt-users] How to NOT send any mail on close
In-Reply-To: <1962985716.418.1273133095599.JavaMail.root@zimbra-01>
References: <1780527872.416.1273133033532.JavaMail.root@zimbra-01> 
	<1962985716.418.1273133095599.JavaMail.root@zimbra-01>
Message-ID: <h2qbe7163f1005060651se0d3875z1a24d2e1c35e570c@mail.gmail.com>

On Thu, May 6, 2010 at 04:04, Raimund Sacherer <rs at runsolutions.com> wrote:
> Hello Jerrad,
>
> Just found out the wiki page regarding squelch, but How would I integrate this in a scrip so users can turn it off for an individual ticket on resolv?

You don't. RT already handles it in Update.html

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


From rs at runsolutions.com  Thu May  6 10:37:58 2010
From: rs at runsolutions.com (Raimund Sacherer)
Date: Thu, 6 May 2010 16:37:58 +0200 (CEST)
Subject: [rt-users] How to NOT send any mail on close
In-Reply-To: <n2tbe7163f1005050850lc9470466g85de85abbc01b551@mail.gmail.com>
Message-ID: <611623606.442.1273156678839.JavaMail.root@zimbra-01>

Hi Jerrad,

Ok, I checked the code to Update.html, i checked the wikipage: http://wiki.bestpractical.com/view/SuppressOutgoingMail

and checked all the ACL's I can set, I did not find anything regarding the squelch, or That I should be able to suppress the mails at the resolve-transaction. Can you please be more specific as to how this is supposed to work and what steps I have to take care of so my users can decide when the Email will be sent?

Thank you for your help,
best
Ray


-
RunSolutions
     Open Source It Consulting
-
Email: rs at runsolutions.com

Parc Bit - Centro Empresarial Son Espanyol
Edificio Estel - Local 3D
07121 -  Palma de Mallorca
Baleares

----- Mensaje original -----
De: "Jerrad Pierce" <jpierce at cambridgeenergyalliance.org>
Para: "n chrysandreas" <n.chrysandreas at albourne.com>
CC: "Raimund Sacherer" <rs at runsolutions.com>, rt-users at lists.bestpractical.com
Enviados: Mi?rcoles, 5 de Mayo 2010 17:50:35
Asunto: Re: [rt-users] How to NOT send any mail on close

> I think the solution for your problem can be found here http://wiki.bestpractical.com/view/OnResolveOnce

This is the opposite of what was asked for.

If given the ACLs, your users can squelch the outgoing message on resolve.
This is a two step process in current versions of RT, though you might be
able to simplify that with a Scrip (tweak On Correspond to bail if new status
is Resolved). Also, I seem to recall reading in the 3.8.8 changes that squelch
will now be a simple check box in the transaction editor.
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From kamber.dalal at verizonbusiness.com  Thu May  6 14:04:28 2010
From: kamber.dalal at verizonbusiness.com (Dalal, Kamber Z)
Date: Thu, 06 May 2010 18:04:28 +0000
Subject: [rt-users] Change Logo
Message-ID: <DC99AD542ED3E941ADAD656EF69679D40430AE9B@ASHEVS016.vzbi.com>

Hi,
 
On changing logo, I have read some of the messages/thread on the mailing
list.  I am seeing the custom Logo on RT 3.8.7 on the top left position.
The issue that I am having is that the logo is overlapping with rest of
the web page.
 
Requesting help in resolving the overlap, such that the logo is on top
and the rest of the page is below the logo.   I have been unsuccessful
with the layout.css modifications of top-margin values.
 
 
Kamber Dalal
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From rmp.dmd1229 at gmail.com  Thu May  6 15:00:36 2010
From: rmp.dmd1229 at gmail.com (rmp dmd)
Date: Thu, 6 May 2010 15:00:36 -0400
Subject: [rt-users] client reply receive by 1 admin CC only
In-Reply-To: <s2g61d255bb1005040830me8ec9b3cv36b1ec9c50c71274@mail.gmail.com>
References: <s2g61d255bb1005040830me8ec9b3cv36b1ec9c50c71274@mail.gmail.com>
Message-ID: <o2p61d255bb1005061200l4fc4a800u677ece4d1f75cdfd@mail.gmail.com>

Guys,

It happened again for the same client responding to the same ticket but only
1 adminCC received it.  The client sent it to RT email (prodxxx at xxx.worx.net)


Below are the RT logs.

I believe Scrip 5 is responsible for sending the email.  Scrip5:
Condition: On Correspond
Action: Notify AdminCcs
Template: Global template: Admin Correspondence
Stage: TransactionCreat

I no longer know which to check, please help.

THANKS!

RT LOGS:

[Thu May  6 17:36:13 2010] [debug]: Found 6 scrips
(/opt/rt3/lib/RT/Scrips_Overlay.pm:356)
[Thu May  6 17:38:10 2010] [debug]: Found a ticket ID. It's 16221
(/opt/rt3/lib/RT/Interface/Email.pm:455)
[Thu May  6 17:38:11 2010] [debug]: About to think about scrips for
transaction #163798 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Thu May  6 17:38:11 2010] [debug]: About to prepare scrips for transaction
#163798 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
[Thu May  6 17:38:11 2010] [debug]: Found 9 scrips
(/opt/rt3/lib/RT/Scrips_Overlay.pm:356)
[Thu May  6 17:38:11 2010] [debug]: About to commit scrips for transaction
#163798 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169)
[Thu May  6 17:38:11 2010] [info]: <
rt-3.4.5-22269-1273167490-1816.16221-5-0 at xxx.worx.net> #16221/163798 - Scrip
5  (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
[Thu May  6 17:38:11 2010] [debug]: About to think about scrips for
transaction #163799 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Thu May  6 17:38:11 2010] [info]: <
rt-3.4.5-22269-1273167490-1816.16221-5-0 at xxx.worx.net> sent To:  Cc:  Bcc:
admincc1 at worx.com (/opt/rt3/lib/RT/Action/SendEmail.pm:297)
[Thu May  6 17:38:11 2010] [info]: <
rt-3.4.5-22269-1273167490-1816.16221-6-0 at xxx.worx.net> #16221/163798 - Scrip
6  (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
Thu May  6 17:38:11 2010] [info]: <
rt-3.4.5-22269-1273167490-1816.16221-6-0 at xxx.worx.net> No recipients found.
Not sending.
 (/opt/rt3/lib/RT/Action/SendEmail.pm:249)
[Thu May  6 17:38:11 2010] [info]: <
rt-3.4.5-22269-1273167490-1816.16221-7-0 at xxx.worx.net> #16221/163798 - Scrip
7  (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
[Thu May  6 17:38:11 2010] [info]: <
rt-3.4.5-22269-1273167490-1816.16221-7-0 at xxx.worx.net> No recipients found.
Not sending.
 (/opt/rt3/lib/RT/Action/SendEmail.pm:249)


On Tue, May 4, 2010 at 11:30 AM, rmp dmd <rmp.dmd1229 at gmail.com> wrote:

> Hi,
>
> I've been investigating this and cannot find a real answer.
>
> We have 3 persons on AdminCC.
>
> When client replies via email to the ticket, it will be received by the 3
> persons' mailbox.
>
> Last week, there was a client replied, only 1 adminCC got the response.  I
> did a test. All replies to RT are being received by 3 AdminCC.
>
> I found this on RT log. It only send to 1 adminCC.  RT usually send to 3
> adminCCs or sometimes to 2 if, the other is the updating the ticket.
>
> [Fri Apr 30 08:59:59 2010] [debug]: About to think about scrips for
> transaction #161688 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
> [Fri Apr 30 08:59:59 2010] [info]: <
> rt-3.4.5-30212-1272617998-981.16221-5-0 at xxx.worx.net> sent To:  Cc:  Bcc:
> admin1 at worx.com (/opt/rt3/lib/RT/Action/SendEmail.pm:297)
>
> Further the client retained the RT system email address in their reply, and
> didn't change that email to be  1 AdminCc.
>
> I attached the ticket display page. It shows that client sent to RT email
> address and not directly to the email address of 1 adminCC.
>
> There are no changes on the scrips. I am also looking at the logs this is
> the only time RT sends to 1 adminCC.
>
> An ideas on why does RT only send to 1 adminCC?
>
> RT Version is 3.4.5
>
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From ruslan.zakirov at gmail.com  Thu May  6 17:08:10 2010
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 7 May 2010 01:08:10 +0400
Subject: [rt-users] RTMailer - RETURNED 74 Error
In-Reply-To: <4BE07DA7.6050809@communitycarewny.org>
References: <4BE07DA7.6050809@communitycarewny.org>
Message-ID: <g2q589c94401005061408k7f5f9944z574b5fcd96f11feb@mail.gmail.com>

Brian,

Have you tried executing rt-mailgate manually with --debug option?

On Wed, May 5, 2010 at 12:03 AM, Brian Carpenter
<bcarpenter at communitycarewny.org> wrote:
> All,
>
> First time poster, long time reader and all that jazz. I've gotten some very
> good advice from this form and hope that my own question might find some
> resolution.
>
> More or less I upgraded from RT 3.8.2 -> 3.8.7. Everything went perfectly
> except that I no longer receive any email notification on ticket creation.
>
> My syslog spits out this: RTMailer: Call /usr/bin/msmtp -nt -oi -t RETURNED
> 74
>
> While I have seen that there were previous posts about permission errors
> I've made sure all the related files to MSMTP are chown'd to www-data. Any
> light shed on this situation would be immensely helpful, and I am entirely
> willing to provide any additional logs specifically requested (with some
> sensitive data redacted of course). Running ubuntu 10.04 LTS.
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From kfcrocker at lbl.gov  Thu May  6 17:58:13 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 6 May 2010 14:58:13 -0700
Subject: [rt-users] client reply receive by 1 admin CC only
In-Reply-To: <o2p61d255bb1005061200l4fc4a800u677ece4d1f75cdfd@mail.gmail.com>
References: <s2g61d255bb1005040830me8ec9b3cv36b1ec9c50c71274@mail.gmail.com>
	<o2p61d255bb1005061200l4fc4a800u677ece4d1f75cdfd@mail.gmail.com>
Message-ID: <m2te9f825501005061458wca14eb6fh24b2b88a50260a10@mail.gmail.com>

Rmp,

Offhand, I'd say there might be a confusion about what an ADminCc is. To
determine this, I need to know if these AdminCc's are listed as AdminCc's as
Queue Watchers or on the Ticket as AdminCc's?
There is a BIG difference between the two and you may not have or are not
using the correct scrip for this.

Kenn
LBNL

On Thu, May 6, 2010 at 12:00 PM, rmp dmd <rmp.dmd1229 at gmail.com> wrote:

> Guys,
>
> It happened again for the same client responding to the same ticket but
> only 1 adminCC received it.  The client sent it to RT email (
> prodxxx at xxx.worx.net)
>
> Below are the RT logs.
>
> I believe Scrip 5 is responsible for sending the email.  Scrip5:
> Condition: On Correspond
> Action: Notify AdminCcs
> Template: Global template: Admin Correspondence
> Stage: TransactionCreat
>
> I no longer know which to check, please help.
>
> THANKS!
>
> RT LOGS:
>
> [Thu May  6 17:36:13 2010] [debug]: Found 6 scrips
> (/opt/rt3/lib/RT/Scrips_Overlay.pm:356)
> [Thu May  6 17:38:10 2010] [debug]: Found a ticket ID. It's 16221
> (/opt/rt3/lib/RT/Interface/Email.pm:455)
> [Thu May  6 17:38:11 2010] [debug]: About to think about scrips for
> transaction #163798 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
> [Thu May  6 17:38:11 2010] [debug]: About to prepare scrips for transaction
> #163798 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
> [Thu May  6 17:38:11 2010] [debug]: Found 9 scrips
> (/opt/rt3/lib/RT/Scrips_Overlay.pm:356)
> [Thu May  6 17:38:11 2010] [debug]: About to commit scrips for transaction
> #163798 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169)
> [Thu May  6 17:38:11 2010] [info]: <
> rt-3.4.5-22269-1273167490-1816.16221-5-0 at xxx.worx.net> #16221/163798 -
> Scrip 5  (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
> [Thu May  6 17:38:11 2010] [debug]: About to think about scrips for
> transaction #163799 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
> [Thu May  6 17:38:11 2010] [info]: <
> rt-3.4.5-22269-1273167490-1816.16221-5-0 at xxx.worx.net> sent To:  Cc:  Bcc:
> admincc1 at worx.com (/opt/rt3/lib/RT/Action/SendEmail.pm:297)
> [Thu May  6 17:38:11 2010] [info]: <
> rt-3.4.5-22269-1273167490-1816.16221-6-0 at xxx.worx.net> #16221/163798 -
> Scrip 6  (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
> Thu May  6 17:38:11 2010] [info]: <
> rt-3.4.5-22269-1273167490-1816.16221-6-0 at xxx.worx.net> No recipients
> found. Not sending.
>  (/opt/rt3/lib/RT/Action/SendEmail.pm:249)
> [Thu May  6 17:38:11 2010] [info]: <
> rt-3.4.5-22269-1273167490-1816.16221-7-0 at xxx.worx.net> #16221/163798 -
> Scrip 7  (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
> [Thu May  6 17:38:11 2010] [info]: <
> rt-3.4.5-22269-1273167490-1816.16221-7-0 at xxx.worx.net> No recipients
> found. Not sending.
>  (/opt/rt3/lib/RT/Action/SendEmail.pm:249)
>
>
>
> On Tue, May 4, 2010 at 11:30 AM, rmp dmd <rmp.dmd1229 at gmail.com> wrote:
>
>> Hi,
>>
>> I've been investigating this and cannot find a real answer.
>>
>> We have 3 persons on AdminCC.
>>
>> When client replies via email to the ticket, it will be received by the 3
>> persons' mailbox.
>>
>> Last week, there was a client replied, only 1 adminCC got the response.  I
>> did a test. All replies to RT are being received by 3 AdminCC.
>>
>> I found this on RT log. It only send to 1 adminCC.  RT usually send to 3
>> adminCCs or sometimes to 2 if, the other is the updating the ticket.
>>
>> [Fri Apr 30 08:59:59 2010] [debug]: About to think about scrips for
>> transaction #161688 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
>> [Fri Apr 30 08:59:59 2010] [info]: <
>> rt-3.4.5-30212-1272617998-981.16221-5-0 at xxx.worx.net> sent To:  Cc:  Bcc:
>> admin1 at worx.com (/opt/rt3/lib/RT/Action/SendEmail.pm:297)
>>
>> Further the client retained the RT system email address in their reply,
>> and didn't change that email to be  1 AdminCc.
>>
>> I attached the ticket display page. It shows that client sent to RT email
>> address and not directly to the email address of 1 adminCC.
>>
>> There are no changes on the scrips. I am also looking at the logs this is
>> the only time RT sends to 1 adminCC.
>>
>> An ideas on why does RT only send to 1 adminCC?
>>
>> RT Version is 3.4.5
>>
>
>
>
> 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 rs at runsolutions.com  Fri May  7 08:53:26 2010
From: rs at runsolutions.com (Raimund Sacherer)
Date: Fri, 7 May 2010 14:53:26 +0200 (CEST)
Subject: [rt-users] How to NOT send any mail on close
In-Reply-To: <819987121.470.1273232394826.JavaMail.root@zimbra-01>
Message-ID: <1355366488.477.1273236806415.JavaMail.root@zimbra-01>

Hello Jerrad, List

I guess I do not seem to get it, I even installed 3.8.8, but on Updating a Ticket, I have no checkbox to not send emails.
I grepped the source for squelch and silent and other stuff, but I can not figure out how this is supposed to work
/opt/rt3/RT_Config.pm has nothing on squelch either.
I checked the rights but did not find one that seems appropriate

and root, which should have any right, does not show me another option as well ...

What I get when trying to resolve a ticket is, below in the element "Scrips and Recipients":

--- snip ---
Messages about this ticket will not be sent to...

(Check boxes to enable notifications to the listed recipients) 
 
--- snip ---

but there are no checkboxes! to select from.

I would be really happy if someone could enlighten me on How this is supposed to work, the only thing I want is that for a given transaction the user can say: Don't send any mesage.

Thanks and Best regards
Raimund

-
RunSolutions
     Open Source It Consulting
-
Email: rs at runsolutions.com

Parc Bit - Centro Empresarial Son Espanyol
Edificio Estel - Local 3D
07121 -  Palma de Mallorca
Baleares

----- Mensaje original -----
De: "Jerrad Pierce" <jpierce at cambridgeenergyalliance.org>
Para: "Raimund Sacherer" <rs at runsolutions.com>
CC: rt-users at lists.bestpractical.com
Enviados: Jueves, 6 de Mayo 2010 15:51:45
Asunto: Re: [rt-users] How to NOT send any mail on close

On Thu, May 6, 2010 at 04:04, Raimund Sacherer <rs at runsolutions.com> wrote:
> Hello Jerrad,
>
> Just found out the wiki page regarding squelch, but How would I integrate this in a scrip so users can turn it off for an individual ticket on resolv?

You don't. RT already handles it in Update.html

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


From jpierce at cambridgeenergyalliance.org  Fri May  7 11:13:27 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 7 May 2010 11:13:27 -0400
Subject: [rt-users] How to NOT send any mail on close
In-Reply-To: <1355366488.477.1273236806415.JavaMail.root@zimbra-01>
References: <819987121.470.1273232394826.JavaMail.root@zimbra-01>
	<1355366488.477.1273236806415.JavaMail.root@zimbra-01>
Message-ID: <i2hbe7163f1005070813r23c3d60dta9eac605ff5117a8@mail.gmail.com>

You need ShowOutgoingEmail, which you have (otherwise the box is hidden)

>(Check boxes to enable notifications to the listed recipients)
>
>--- snip ---
>
>but there are no checkboxes! to select from.
That would imply you have no scrips which are triggered by the action
you are doing.

The code for the box is a bit hairy, and lives in
/Tickets/Elements/PreviewScrips, but you should not need to touch it.

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


From edna at ias.edu  Fri May  7 11:41:57 2010
From: edna at ias.edu (Edna Wigderson)
Date: Fri, 07 May 2010 11:41:57 -0400
Subject: [rt-users] Moving a queue between RT servers
Message-ID: <4BE434C5.4010607@ias.edu>

Hello,

We need to move an RT queue from one production server to another due to
internal reorganization. Both servers run RT 3.8.x . So a mysql dump &
restore of the tickets in the queue will be problematic as it might
cause ticket # conflicts.

Is there any easy/clean way of doing this?

Thanks - Edna



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From ruz at bestpractical.com  Fri May  7 12:48:25 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 7 May 2010 20:48:25 +0400
Subject: [rt-users] RT 3.8.8 Released
In-Reply-To: <g2m589c94401005051416r83b5e998o9f3235d9afc8e97f@mail.gmail.com>
References: <g2m589c94401005051416r83b5e998o9f3235d9afc8e97f@mail.gmail.com>
Message-ID: <i2s589c94401005070948ub921701cva430098acb196983@mail.gmail.com>

We are happy to announce that RT 3.8.8 is now available. You can
download it from:

http://download.bestpractical.com/pub/rt/release/rt-3.8.8.tar.gz
http://download.bestpractical.com/pub/rt/release/rt-3.8.8.tar.gz.sig

SHA1 sums

be3ac598dcbf584f9bcd9a49248a9ccd3affb330 ?rt-3.8.8.tar.gz
fd2e1c570a7699f3a19c1101764fb5891ed42c17 ?rt-3.8.8.tar.gz.sig

This release contains several new features as well as a number of
code quality improvements, bug fixes and new configuration options.

In particular, we'd like to thank Aaron Sigel for security auditing work
which led directly to a number of security improvements in this release.

Noticeable features and improvements in this release include:

?* Improvements to default Chart fonts and colors
? New Hourly grouping options
? Optional support for handling chart timezones in your database
?* You can now interleave global and queue level custom fields
? for display
?* RSS feeds are available using an auth string rather than credentials
? RT's RSS feeds should now work in significantly more feed readers
?* RTAddressRegexp improvements to prevent users from adding an RT
? address as a watcher on a ticket
?* Admin UI improvements, including the new AdminSearchResultFormat
? config option
?* Your current password is now required to change a password via RT's web
? interface
?* New web handler: bin/fastcgi_server which allows you to run RT
? as a FastCGI external server
?* Refactored Elements/ShowUser so it's easer to add custom
? formats.
?* Printed views of RT tickets should now be somewhat more visually pleasing
?* RT now uses less memory when building the First/Prev/Next/Last links
? for the result of a big ticket search
?* New config options: AttachmentUnits, AlwaysDownloadAttachments,
? DefaultMailPrecedence, DefaultErrorMailPrecedence,
? MessageBoxIncludeSignature*, UseOriginatorHeader and
? LogoutRefresh. ?See RT_Config.pm for more information on these and
? other configuration options.

A more complete changelog is available below.

Ruslan.

NEW FEATURES AND MAJOR CHANGES

* Aaron Sigel performed a security audit of RT and pointed out
?a number of potential improvements which have been addressed

* Charts improvements

? ?* Time-based charts can now show "hourly" goupings.
? ?* ChartFont option is now hash with font per language.
? ?* Two default fonts are shipped with RT to cover most
? ? ?supported languages.
? ?* The table of chart results now contains links to tickets
? ? ?matching a given row.
? ?* Timezones support, but protected with config option.
? ?* Better scaling of Y axis.
? ?* X axis labels are now vertical if there is not enough
? ? ?space to display them horizontally.

* RTAddressRegexp option improvements

? ?* No default value anymore.
? ?* If no value is set then RT will attempt to calculate the right value
? ? ?from the user-defined queue addresses.
? ?* On create/update/people pages RT now checks addresses
? ? ?users enter and stop users from entering known
? ? ?addresses for RT queues.

* Admin UI improvements

? ?* Improved display of the "About this RT" page.
? ?* More pages in the Admin UI have been switched to generic
? ? ?code to list objects (like tickets in search results)
? ?* Display formats for these objects are now configurable
? ? ?in the config file (%AdminSearchResultFormat)
? ?* More columns in column maps for objects other than
? ? ?tickets.

* Custom fields ordering and application improvements

? ?* Queue specific custom fields now can be placed above
? ? ?global, below or even in the middle. Order of global
? ? ?custom fields stays the same in all queues, but a custom
? ? ?field that is applied to particular queues can be placed
? ? ?differently in each queue.
? ?* Make it possible to apply a CF globally from 'Applies To'
? ? ?page.
? ?* RT no longer allows you to apply a CF globally and to queues
? ? ?at the same time. When CF is applied globally it is
? ? ?un-applied from specific queues first.

* Refactored simple (googleish) search

? ?* new options in the config to control defaults
? ?* new keywords to search for particular things

* RSS feeds now contain embedded single-query authentication strings
* We've Introduced a config option to prevent adding the
?RT-Originator header in outgoing mails.
* New MessageBoxIncludeSignature* options
* LogoutRefresh config option to control how long to wait
?before going back to login
* New config option for AttachmentUnits
* New config option for AlwaysDownloadAttachments
* RT now requires your current password to change any password
* Improved LinkValueTo and returned back functionality

? ?* if LinkValueTo starts with __CustomField__ then don't
? ? ?escape it, but make sure it's not a JS link
? ?* escape links using HTML escaping
? ?* don't wrap into <a> with empty href if link is empty

* Added DefaultMailPrecedence and DefaultErrorMailPrecedence
?config options
* Squelch watchers on update. This makes doing silent
?Updates possible
* New web handler: bin/fastcgi_server
* Refactored Elements/ShowUser so it's easy to add custom
?formats. Several performance improvements in this code.
* MERGE_CACHE to cache information about merged tickets and
?lower logs and DB impact on re-checks
* Made NotifyActor into a User Preference
* If the MIME entity has header X-RT-Squelch, do not send
?the message
* Improved print layouts
* Serve images in js and css dirs as static files,
?so browsers cache them more agressively
* Added HasAttribute and HasNoAttribute to TicketSQL
* New faster and less memory hungry TicketsMaps - First, Prev,
?Next and Last links when you view tickets from the current
?search. Size is now limited by a new config option. Floating
?window is used to build the links.

CLEANUPS AND SMALL IMPROVEMENTS

* Updated doc/Security with more modern security tips
* Made the plaintext mono feature work in IE.
* Better timezone handling in Tools/Reports/ResolvedByDates.html
* Make sure we don't serve files outside RT's paths
* Additional checks to make sure that credentials
?are sent to RT on Login
* Moved CustomField column map from tickets' to generic
* Make height, width, href and alt of the logo configurable
* Load as much as possible when a web-handler with forks
?is used, this increase memory sharing across processes
* A link provided for approvals templates to whoever worked
?the approval
* Global __WebRequestPath__ and __WebRequestPathDir__
?column map entries
* Process custom fields in ModifyDates.html
* Handle Ccs and AdminCcs of the queue in SkipNotification
?feature
* Sort callbacks within a root only, respect plugins
?order
* Add some wording to the check boxes on the reply pages
* Reduce whitespace on bottom of boxes as was earlier
* Use smaller margin for reminders display to save space
* Use a reasonable length for scrip descriptions
* Removed a lie about RT CLI still being "unsupported"
* User friendlier errors handling thrown by Calendar::Simple
* Split some CSS from themes into base/xxx.css
* Googleish search was making incorrect assumptions
?about RT::User and RT::Group's Load function
?returning a boolean not a list. This was throwing
?(harmless, but ugly) errors.
* Don't apply order on collections if sorting is not
?allowed
* Removed the "URL" parameter to 'Logout' as it had no
?legitimate use.
* make instal and testdeps tests to avoid some versions
?of modules that are known to be buggy or incompatible,
?for example DBD::Oracle 1.23

BUG FIXES

* properly use AND/OR when content is searched and
?DontSearchFileAttachments option is enabled
* Make sure Merge only possible when user has Modify
?right on both tickets
* Fixes for UseSQLForACLChecks option, it was possible
?to construct a query and see tickets an user has no
?right to see. Lots of tests have been added to make
?sure it wouldn't happen again.
* SQL used for ACL checks has been refactored to get
?more effective queries. Especially when list of
?potential owners is built for the query builder.
* Unified API for tables with disabled column and
?fixes when ->Count could return bigger value
?when some CFs are disabled.
* I18N was transcoding attachments to UTF-8 one line
?at a time. This doesn't work at all for UTF-16 and
?probably other encodings.
* Fixed encoding problem when loading a dump file
?produced by rt-dump-database.
* A closing </li> was missing in PreviewScrips comp
* Fixed config loading when Fcntl module or other exporting
?symbols is loaded. Load was failing with "Not a SCALAR
?reference" error.
* Returned back effective SQL when searching by CFs with
?= or != operator
* Fixed error on login when user make mistake in password
?and he entered character out of ASCII range.
* Honor a user's MessageBoxRichTextHeight setting
* Fixed query builder behaviour with NULLs and '' (empty values)
* Fixed potential information loose on incorrect GnuPG mails
* Fixed display-all-rows in Dashboards
* Fixed JS escaping issues
* Set context object in OCFV::CustomFieldObj
* Sessions ended up in /tmp/ in some cases
* Fixed safe_run_child when code dies between fork and exec,
?deals with "mysql server has gone away" error
* fix Jumbo reloading and losing message content
* Stop infinite looping when you have global custom
?fields and no Queue restriction
* Fixed sorting of custom fields in Results.tsv
* Set of fixes for Unicode characters in emails
?and tests covering these changes
* Don't create handles we don't need, we can hit limit
* Prevent servers using GnuPG from running out of file handles

TRANSLATION

Updates merged from launchpad and two new languages: nn.po
and pt_PT.po. Thanks to all contributors.

CALLBACKS

* AboutThisUser in ShowPeople box
* Between the GnuPG and message rows
* AfterSubject
* Before and After CustomFields
* Before and After TransactionCustomFields
* AfterAddress in PreviewScrips
* At the top of ticket summary columns
* For adding links for attachment downloads
* At the bottom of the logout box
* Pass more information to the FormStart callback
?in Ticket/Update.html
* AfterMessageBox on ticket create page
* ShowTransaction/AfterAnchor
* In EditDates and ShowDates
* Pass a reference to the signature in MessageBox's callback
* For inserting text after the transaction's description
* AfterUpdateType in Jumbo.html and Update.html


From elacour at easter-eggs.com  Fri May  7 15:54:38 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 7 May 2010 21:54:38 +0200
Subject: [rt-users] Moving a queue between RT servers
In-Reply-To: <4BE434C5.4010607@ias.edu>
References: <4BE434C5.4010607@ias.edu>
Message-ID: <20100507195438.GU22440@easter-eggs.com>

On Fri, May 07, 2010 at 11:41:57AM -0400, Edna Wigderson wrote:
> Hello,
> 
> We need to move an RT queue from one production server to another due to
> internal reorganization. Both servers run RT 3.8.x . So a mysql dump &
> restore of the tickets in the queue will be problematic as it might
> cause ticket # conflicts.
> 
> Is there any easy/clean way of doing this?
> 

I'm just working on this and have to finish next week ;)

I'm writing a script using sql on source DB and RT api on target DB.

Of course, tickets Id will be changed, but I plan to record the old
ticket in a CF. for reference.



From kfcrocker at lbl.gov  Fri May  7 18:02:27 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 7 May 2010 15:02:27 -0700
Subject: [rt-users] RT 3.8.8 Released
In-Reply-To: <i2s589c94401005070948ub921701cva430098acb196983@mail.gmail.com>
References: <g2m589c94401005051416r83b5e998o9f3235d9afc8e97f@mail.gmail.com>
	<i2s589c94401005070948ub921701cva430098acb196983@mail.gmail.com>
Message-ID: <v2ze9f825501005071502o38aa85c7o6df42f2901f5bfc9@mail.gmail.com>

Ruslan,

In this announcement, I saw a reference to "* Process custom fields in
ModifyDates.html" and I was wondering if this means that we can now create a
CF in DATE format?

Also one other question: When we were in 3.6.4, the *"category"* for a
Custom Field would show in the "Modify Ticket" screen. This allowed a user
to select the *category* from a drop-down tab and thereby *shorten the
list*of available values to choose from for that CF. This hasn't been
working in
3.8.7. Is that now fixed as well?

Thanks a bunch for your time.

Kenn
LBNL


On Fri, May 7, 2010 at 9:48 AM, Ruslan Zakirov <ruz at bestpractical.com>wrote:

> We are happy to announce that RT 3.8.8 is now available. You can
> download it from:
>
> http://download.bestpractical.com/pub/rt/release/rt-3.8.8.tar.gz
> http://download.bestpractical.com/pub/rt/release/rt-3.8.8.tar.gz.sig
>
> SHA1 sums
>
> be3ac598dcbf584f9bcd9a49248a9ccd3affb330  rt-3.8.8.tar.gz
> fd2e1c570a7699f3a19c1101764fb5891ed42c17  rt-3.8.8.tar.gz.sig
>
> This release contains several new features as well as a number of
> code quality improvements, bug fixes and new configuration options.
>
> In particular, we'd like to thank Aaron Sigel for security auditing work
> which led directly to a number of security improvements in this release.
>
> Noticeable features and improvements in this release include:
>
>  * Improvements to default Chart fonts and colors
>   New Hourly grouping options
>   Optional support for handling chart timezones in your database
>  * You can now interleave global and queue level custom fields
>   for display
>  * RSS feeds are available using an auth string rather than credentials
>   RT's RSS feeds should now work in significantly more feed readers
>  * RTAddressRegexp improvements to prevent users from adding an RT
>   address as a watcher on a ticket
>  * Admin UI improvements, including the new AdminSearchResultFormat
>   config option
>  * Your current password is now required to change a password via RT's web
>   interface
>  * New web handler: bin/fastcgi_server which allows you to run RT
>   as a FastCGI external server
>  * Refactored Elements/ShowUser so it's easer to add custom
>   formats.
>  * Printed views of RT tickets should now be somewhat more visually
> pleasing
>  * RT now uses less memory when building the First/Prev/Next/Last links
>   for the result of a big ticket search
>  * New config options: AttachmentUnits, AlwaysDownloadAttachments,
>   DefaultMailPrecedence, DefaultErrorMailPrecedence,
>   MessageBoxIncludeSignature*, UseOriginatorHeader and
>   LogoutRefresh.  See RT_Config.pm for more information on these and
>   other configuration options.
>
> A more complete changelog is available below.
>
> Ruslan.
>
> NEW FEATURES AND MAJOR CHANGES
>
> * Aaron Sigel performed a security audit of RT and pointed out
>  a number of potential improvements which have been addressed
>
> * Charts improvements
>
>    * Time-based charts can now show "hourly" goupings.
>    * ChartFont option is now hash with font per language.
>    * Two default fonts are shipped with RT to cover most
>      supported languages.
>    * The table of chart results now contains links to tickets
>      matching a given row.
>    * Timezones support, but protected with config option.
>    * Better scaling of Y axis.
>    * X axis labels are now vertical if there is not enough
>      space to display them horizontally.
>
> * RTAddressRegexp option improvements
>
>    * No default value anymore.
>    * If no value is set then RT will attempt to calculate the right value
>      from the user-defined queue addresses.
>    * On create/update/people pages RT now checks addresses
>      users enter and stop users from entering known
>      addresses for RT queues.
>
> * Admin UI improvements
>
>    * Improved display of the "About this RT" page.
>    * More pages in the Admin UI have been switched to generic
>      code to list objects (like tickets in search results)
>    * Display formats for these objects are now configurable
>      in the config file (%AdminSearchResultFormat)
>    * More columns in column maps for objects other than
>      tickets.
>
> * Custom fields ordering and application improvements
>
>    * Queue specific custom fields now can be placed above
>      global, below or even in the middle. Order of global
>      custom fields stays the same in all queues, but a custom
>      field that is applied to particular queues can be placed
>      differently in each queue.
>    * Make it possible to apply a CF globally from 'Applies To'
>      page.
>    * RT no longer allows you to apply a CF globally and to queues
>      at the same time. When CF is applied globally it is
>      un-applied from specific queues first.
>
> * Refactored simple (googleish) search
>
>    * new options in the config to control defaults
>    * new keywords to search for particular things
>
> * RSS feeds now contain embedded single-query authentication strings
> * We've Introduced a config option to prevent adding the
>  RT-Originator header in outgoing mails.
> * New MessageBoxIncludeSignature* options
> * LogoutRefresh config option to control how long to wait
>  before going back to login
> * New config option for AttachmentUnits
> * New config option for AlwaysDownloadAttachments
> * RT now requires your current password to change any password
> * Improved LinkValueTo and returned back functionality
>
>    * if LinkValueTo starts with __CustomField__ then don't
>      escape it, but make sure it's not a JS link
>    * escape links using HTML escaping
>    * don't wrap into <a> with empty href if link is empty
>
> * Added DefaultMailPrecedence and DefaultErrorMailPrecedence
>  config options
> * Squelch watchers on update. This makes doing silent
>  Updates possible
> * New web handler: bin/fastcgi_server
> * Refactored Elements/ShowUser so it's easy to add custom
>  formats. Several performance improvements in this code.
> * MERGE_CACHE to cache information about merged tickets and
>  lower logs and DB impact on re-checks
> * Made NotifyActor into a User Preference
> * If the MIME entity has header X-RT-Squelch, do not send
>  the message
> * Improved print layouts
> * Serve images in js and css dirs as static files,
>  so browsers cache them more agressively
> * Added HasAttribute and HasNoAttribute to TicketSQL
> * New faster and less memory hungry TicketsMaps - First, Prev,
>  Next and Last links when you view tickets from the current
>  search. Size is now limited by a new config option. Floating
>  window is used to build the links.
>
> CLEANUPS AND SMALL IMPROVEMENTS
>
> * Updated doc/Security with more modern security tips
> * Made the plaintext mono feature work in IE.
> * Better timezone handling in Tools/Reports/ResolvedByDates.html
> * Make sure we don't serve files outside RT's paths
> * Additional checks to make sure that credentials
>  are sent to RT on Login
> * Moved CustomField column map from tickets' to generic
> * Make height, width, href and alt of the logo configurable
> * Load as much as possible when a web-handler with forks
>  is used, this increase memory sharing across processes
> * A link provided for approvals templates to whoever worked
>  the approval
> * Global __WebRequestPath__ and __WebRequestPathDir__
>  column map entries
> * Process custom fields in ModifyDates.html
> * Handle Ccs and AdminCcs of the queue in SkipNotification
>  feature
> * Sort callbacks within a root only, respect plugins
>  order
> * Add some wording to the check boxes on the reply pages
> * Reduce whitespace on bottom of boxes as was earlier
> * Use smaller margin for reminders display to save space
> * Use a reasonable length for scrip descriptions
> * Removed a lie about RT CLI still being "unsupported"
> * User friendlier errors handling thrown by Calendar::Simple
> * Split some CSS from themes into base/xxx.css
> * Googleish search was making incorrect assumptions
>  about RT::User and RT::Group's Load function
>  returning a boolean not a list. This was throwing
>  (harmless, but ugly) errors.
> * Don't apply order on collections if sorting is not
>  allowed
> * Removed the "URL" parameter to 'Logout' as it had no
>  legitimate use.
> * make instal and testdeps tests to avoid some versions
>  of modules that are known to be buggy or incompatible,
>  for example DBD::Oracle 1.23
>
> BUG FIXES
>
> * properly use AND/OR when content is searched and
>  DontSearchFileAttachments option is enabled
> * Make sure Merge only possible when user has Modify
>  right on both tickets
> * Fixes for UseSQLForACLChecks option, it was possible
>  to construct a query and see tickets an user has no
>  right to see. Lots of tests have been added to make
>  sure it wouldn't happen again.
> * SQL used for ACL checks has been refactored to get
>  more effective queries. Especially when list of
>  potential owners is built for the query builder.
> * Unified API for tables with disabled column and
>  fixes when ->Count could return bigger value
>  when some CFs are disabled.
> * I18N was transcoding attachments to UTF-8 one line
>  at a time. This doesn't work at all for UTF-16 and
>  probably other encodings.
> * Fixed encoding problem when loading a dump file
>  produced by rt-dump-database.
> * A closing </li> was missing in PreviewScrips comp
> * Fixed config loading when Fcntl module or other exporting
>  symbols is loaded. Load was failing with "Not a SCALAR
>  reference" error.
> * Returned back effective SQL when searching by CFs with
>  = or != operator
> * Fixed error on login when user make mistake in password
>  and he entered character out of ASCII range.
> * Honor a user's MessageBoxRichTextHeight setting
> * Fixed query builder behaviour with NULLs and '' (empty values)
> * Fixed potential information loose on incorrect GnuPG mails
> * Fixed display-all-rows in Dashboards
> * Fixed JS escaping issues
> * Set context object in OCFV::CustomFieldObj
> * Sessions ended up in /tmp/ in some cases
> * Fixed safe_run_child when code dies between fork and exec,
>  deals with "mysql server has gone away" error
> * fix Jumbo reloading and losing message content
> * Stop infinite looping when you have global custom
>  fields and no Queue restriction
> * Fixed sorting of custom fields in Results.tsv
> * Set of fixes for Unicode characters in emails
>  and tests covering these changes
> * Don't create handles we don't need, we can hit limit
> * Prevent servers using GnuPG from running out of file handles
>
> TRANSLATION
>
> Updates merged from launchpad and two new languages: nn.po
> and pt_PT.po. Thanks to all contributors.
>
> CALLBACKS
>
> * AboutThisUser in ShowPeople box
> * Between the GnuPG and message rows
> * AfterSubject
> * Before and After CustomFields
> * Before and After TransactionCustomFields
> * AfterAddress in PreviewScrips
> * At the top of ticket summary columns
> * For adding links for attachment downloads
> * At the bottom of the logout box
> * Pass more information to the FormStart callback
>  in Ticket/Update.html
> * AfterMessageBox on ticket create page
> * ShowTransaction/AfterAnchor
> * In EditDates and ShowDates
> * Pass a reference to the signature in MessageBox's callback
> * For inserting text after the transaction's description
> * AfterUpdateType in Jumbo.html and Update.html
>
> 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 mcdent at gmail.com  Sat May  8 06:41:51 2010
From: mcdent at gmail.com (Mike Dent)
Date: Sat, 8 May 2010 11:41:51 +0100
Subject: [rt-users] Google Calendar integration?
Message-ID: <AANLkTilCqVO8WoLtfFO2UOUmkI485j6Uli3lgLK5GFKe@mail.gmail.com>

Has any work been done with RT to add tickets to a Google calendar?
Thanks
Mike
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From jpierce at cambridgeenergyalliance.org  Sat May  8 14:42:52 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Sat, 8 May 2010 14:42:52 -0400
Subject: [rt-users] Google Calendar integration?
In-Reply-To: <AANLkTilCqVO8WoLtfFO2UOUmkI485j6Uli3lgLK5GFKe@mail.gmail.com>
References: <AANLkTilCqVO8WoLtfFO2UOUmkI485j6Uli3lgLK5GFKe@mail.gmail.com>
Message-ID: <j2tbe7163f1005081142tba68399aj8d776d413444a54d@mail.gmail.com>

RT has a native iCal export, and RTx::Calendar provides another.
Alas, from what I've been able to determine, Google Calendar does
not like calendars over SSL.

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


From tjrc at sanger.ac.uk  Sun May  9 12:19:10 2010
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Sun, 9 May 2010 17:19:10 +0100
Subject: [rt-users] Google Calendar integration
In-Reply-To: <mailman.2.1273420801.14603.rt-users@lists.bestpractical.com>
References: <mailman.2.1273420801.14603.rt-users@lists.bestpractical.com>
Message-ID: <20BF1FE4-4D82-4322-8C4B-933C05692AA4@sanger.ac.uk>


On 9 May 2010, at 5:00 pm, rt-users-request at lists.bestpractical.com wrote:

> RT has a native iCal export, and RTx::Calendar provides another.
> Alas, from what I've been able to determine, Google Calendar does
> not like calendars over SSL.

Naturally.  You're not allowed to have secrets from the all-knowing Google.

Tim


-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 


From justin.hayes at orbisuk.com  Mon May 10 02:27:51 2010
From: justin.hayes at orbisuk.com (Justin Hayes)
Date: Mon, 10 May 2010 07:27:51 +0100
Subject: [rt-users] Requestor email address search hangs apache process
In-Reply-To: <r2g589c94401004290954zdd91fd74r8093fa6046313fb1@mail.gmail.com>
References: <16EAFB51-E9C8-4D50-A9C1-334A4C7BB1D2@orbisuk.com>
	<q2s589c94401004290927qe849bf18q7a222fb436348d0e@mail.gmail.com>
	<AD3B365D-B695-4E3A-A08E-2B5DF168F19C@orbisuk.com>
	<r2g589c94401004290954zdd91fd74r8093fa6046313fb1@mail.gmail.com>
Message-ID: <B43C22FE-C433-45B3-9344-427498775261@orbisuk.com>

Sorry I've been on holiday Ruslan.

I think I said before that I don't get any slow query in the mysql logs.... whatever is hanging (it might be a query) never appears to finish, so doesn't get logged as far as I can tell.

Thanks,

Justin

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




On 29 Apr 2010, at 17:54, Ruslan Zakirov wrote:

> Hello,
> 
> On Thu, Apr 29, 2010 at 8:35 PM, Justin Hayes <justin.hayes at orbisuk.com> wrote:
>> Hi Ruslan,
>> 
>> I have both of those indexes already, and in SelfService I have no control over the query being run - it's just trying to show the 'My open tickets' panel.
> 
> My open tickets panel uses user's ID as far as I know and it's even
> faster. Optimize/Analyze on tables sometimes help convince optimizer,
> but anyway read below.
> 
>> Also there is no problem with SelfService with a privileged account that has rights to see queues/tickets, so it seems to be something else that's the problem. Something rights related?
> 
> Then next step is to look into log of slow queries and figure out what
> query is so slow that user waits forever.
> 
>> Thanks,
>> 
>> Justin
> 
> 
> -- 
> Best regards, Ruslan.



From ronald.higgins at gmail.com  Mon May 10 02:28:28 2010
From: ronald.higgins at gmail.com (ronald higgins)
Date: Mon, 10 May 2010 08:28:28 +0200
Subject: [rt-users] shredder access
Message-ID: <AANLkTimlpvHhGA-yuYrEJA9dD_MH2T-JAP8TZVGu_qu5@mail.gmail.com>

Good Morning Fellow RT Users.

I'm very much new to the RT scene so apologies if this has come up before.
1 of our RT queues has +-300k false tickets (autoresponders, spam etc etc).
The queue administrator would like access to remove those tickets via
Shredder (built into RT).

Now logged in as root i have the "shredder" option but not when logged
in as a normal
user. Is there a permission that I can set somewhere that will allow
me to grant a specific
user access to the Shredder function ?

Regards

Ronald


From ppomary at ug.edu.gh  Mon May 10 05:56:01 2010
From: ppomary at ug.edu.gh (Pamela Pomary)
Date: Mon, 10 May 2010 09:56:01 -0000 (GMT)
Subject: [rt-users] RT 3.8.6 web page wont display after configuration on
	FreeBSD 8.0
In-Reply-To: <mailman.3.1273420801.14603.rt-users@lists.bestpractical.com>
References: <mailman.3.1273420801.14603.rt-users@lists.bestpractical.com>
Message-ID: <2422.82.206.239.244.1273485361.squirrel@mailsrv1.ug.edu.gh>

Hello,
I have installed rt3.8.6 with apache2-modperl2 on freebsd 8.0. I have
configured RT_SiteConfig.pm and /apache22/Includes/http-local.conf files
as directed by RT's wiki website
http://wiki.bestpractical.com/view/UserManual. I get the following message
when i want to launch the web page http://monitor.ug.edu.gh/rt/

You don't have permission to access /rt/ on this server.

I have included mod_perl in /apache22/Includes/http-local.conf

When i checked httpd-error.log, it said [Mon May 10 08:56:56 2010] [error]
[client 82.206.239.244] client denied by server configuration:
/usr/local/share/rt38/html/


Below is my RT_SiteConfig.pm and /apache22/Includes/http-local.conf
respectively:


Set( $rtname , "ug.edu.gh");
Set($Organization , "ug.edu.gh");
Set($MinimumPasswordLength , "5");
Set($Timezone , 'GMT');
Set($DatabaseType ,'mysql');
Set($DatabaseHost , 'localhost');
Set($DatabaseRTHost , 'localhost');
Set($DatabaseUser , 'root');
Set($DatabasePassword , '1234asdf');
Set($DatabaseName , 'mysql');
Set($DatabasePort , '');
Set($DatabaseRequireSSL , undef);
Set($UseSQLForACLChecks, 1);
Set($OwnerEmail , 'root');
Set($LoopsToRTOwner , 1);
Set($StoreLoops , undef);
Set($MaxAttachmentSize , 10000000);
Set($TruncateLongAttachments , undef);
Set($DropLongAttachments , undef);
Set($ParseNewMessageForTicketCcs , undef);
Set($RTAddressRegexp , '^monitor at ug.edu.gh$');
Set($CanonicalizeEmailAddressMatch , '@monitor\.ug.edu\.gh$');
Set($CanonicalizeEmailAddressReplace , '@ug.edu.gh');
Set($CanonicalizeOnCreate, 0);
Set($SenderMustExitInExternalDatabase , undef);
Set($ValidateUserEmailAddress,undef);
Set($ExtractSubjectTagMatch, qr/\[.+? #\d+\]/);
Set($ExtraSubjectTagNoMatch, ( ${RT::EmailSubjectTagRegex}
       ? qr/\[(?{RT::EmailSubjectTagRegex}) #\d+\]/
       : qr/\[\Q$RT::rtname\E #\d+\]/));
Set($MailCommand , 'sendmailpipe');
Set($MailCommand , 'sendmailpipe');
Set($SendmailArguments , "-oi -t");
Set($SendmailBounceArguments , '-f "<>"');
Set($SendmailPath , "/usr/sbin/sendmail");
Set($SMTPServer, undef);
Set($SMTPFrom,undef);
Set($SMTPDebug, 0);
Set(@MailParams, ());
Set($CorrespondAddress , 'ppomary at ug.edu.gh');
Set($CommentAddress , 'ppomary at ug.edu.gh');
Set($DashboardAddress, 'ppomary at ug.edu.gh');
Set($UseFriendlyFromLine, 1);
Set($FriendlyFromLineFormat, "\"%s via RT\" <%s>");
Set($WebPath, "/rt");
Set($WebBaseURL , "http://monitor.ug.edu.gh");
Set($WebURL , $WebBaseURL . $WebPath . "/");


   <Directory /usr/local/share/rt38/html/>
       AllowOverride None
       order allow,deny
       Allow from all
     </Directory>
Alias /rt/ /usr/local/share/rt38/html/

Counting on your help to complete my RT setup soon.

Thank You.


-- 
Pamela Pomary
ICT Assistant (Network Administration)
ICT Directorate
University of Ghana
Tel:+233 244 994 020
g-mail:ppomary at gmail.com
yahoo-mail: mawua2005 at yahoo.com
skype:ppomary














From razvan.cosma at gmail.com  Mon May 10 06:34:54 2010
From: razvan.cosma at gmail.com (Razvan Cosma)
Date: Mon, 10 May 2010 13:34:54 +0300
Subject: [rt-users] RT::Action not found after upgrade 3.8.2 -> 3.8.8
Message-ID: <AANLkTimvUUEkx0ORjLoQ8JG1lPo4bByRv9IfrI0UoZvz@mail.gmail.com>

 Hi all,
Just did a ./configure && make upgrade, and while there were no errors and
all dependencies seem to be in place, httpd won't start anymore (running on
centos with mod_perl), complaining about
[error] Require of RT::Action:: failed.\nCan't locate RT/Action/.pm in @INC
This looks like a typo in some file or scrip, but I have done a grep in the
webroot, and deleted all my scrips from mysql - it wasn't there
There's no file name in the error, only
at (eval 2442) line 3.\n\nCompilation failed in require at (eval 2) line
1.\n
Any hints on where this eval happens?
Thank you very much
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From razvan.cosma at gmail.com  Mon May 10 06:47:38 2010
From: razvan.cosma at gmail.com (Razvan Cosma)
Date: Mon, 10 May 2010 13:47:38 +0300
Subject: [rt-users] RT::Action not found after upgrade 3.8.2 -> 3.8.8
In-Reply-To: <AANLkTinZLIcYKNztSm9kX-gDosOnwajnkSXUA85VBJy1@mail.gmail.com>
References: <AANLkTimvUUEkx0ORjLoQ8JG1lPo4bByRv9IfrI0UoZvz@mail.gmail.com>
	<C5C7E297C4A0ED4093C5CBF8DC0B3805C8655A2E5B@PEMEXMBXVS01.jellyfishnet.co.uk.local>
	<AANLkTinZLIcYKNztSm9kX-gDosOnwajnkSXUA85VBJy1@mail.gmail.com>
Message-ID: <AANLkTik-GjryorWe9zssCDoTua3qEd7qi0J9kw_KBzZ-@mail.gmail.com>

Hi - just did (dir var/mason_data/obj), same error..


> On Mon, May 10, 2010 at 1:43 PM, Steve Anderson <
> steve.anderson at bipsolutions.com> wrote:
>
>>  Did you do the step of wiping out the Mason cache?
>>
>>
>>
>> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
>> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Razvan Cosma
>> *Sent:* 10 May 2010 11:35 AM
>> *To:* rt-users at lists.bestpractical.com
>> *Subject:* [rt-users] RT::Action not found after upgrade 3.8.2 -> 3.8.8
>>
>>
>>
>>  Hi all,
>> Just did a ./configure && make upgrade, and while there were no errors and
>> all dependencies seem to be in place, httpd won't start anymore (running on
>> centos with mod_perl), complaining about
>> [error] Require of RT::Action:: failed.\nCan't locate RT/Action/.pm in
>> @INC
>> This looks like a typo in some file or scrip, but I have done a grep in
>> the webroot, and deleted all my scrips from mysql - it wasn't there
>> There's no file name in the error, only
>> at (eval 2442) line 3.\n\nCompilation failed in require at (eval 2) line
>> 1.\n
>> Any hints on where this eval happens?
>> Thank you very much
>>
>>
>>  ------------------------------
>>
>> This email has been scanned by Netintelligence
>> http://www.netintelligence.com/email
>>  ------------------------------
>>
>> ------------------------------
>> BiP Solutions Limited is a company registered in Scotland with Company
>> Number SC086146 and VAT number 383030966 and having its registered
>> office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.
>>
>>
>> ****************************************************************************
>> This e-mail (and any attachment) is intended only for the attention of
>> the addressee(s). Its unauthorised use, disclosure, storage or copying
>> is not permitted. If you are not the intended recipient, please destroy
>> all copies and inform the sender by return e-mail.
>> This e-mail (whether you are the sender or the recipient) may be
>> monitored, recorded and retained by BiP Solutions Ltd.
>> E-mail monitoring/ blocking software may be used, and e-mail content may
>> be read at any time.You have a responsibility to ensure laws are not
>> broken when composing or forwarding e-mails and their contents.
>>
>> ****************************************************************************
>>
>
>
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From steve.anderson at bipsolutions.com  Mon May 10 06:43:06 2010
From: steve.anderson at bipsolutions.com (Steve Anderson)
Date: Mon, 10 May 2010 11:43:06 +0100
Subject: [rt-users] RT::Action not found after upgrade 3.8.2 -> 3.8.8
In-Reply-To: <AANLkTimvUUEkx0ORjLoQ8JG1lPo4bByRv9IfrI0UoZvz@mail.gmail.com>
References: <AANLkTimvUUEkx0ORjLoQ8JG1lPo4bByRv9IfrI0UoZvz@mail.gmail.com>
Message-ID: <C5C7E297C4A0ED4093C5CBF8DC0B3805C8655A2E5B@PEMEXMBXVS01.jellyfishnet.co.uk.local>

Did you do the step of wiping out the Mason cache?

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Razvan Cosma
Sent: 10 May 2010 11:35 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT::Action not found after upgrade 3.8.2 -> 3.8.8

 Hi all,
Just did a ./configure && make upgrade, and while there were no errors and all dependencies seem to be in place, httpd won't start anymore (running on centos with mod_perl), complaining about
[error] Require of RT::Action:: failed.\nCan't locate RT/Action/.pm in @INC
This looks like a typo in some file or scrip, but I have done a grep in the webroot, and deleted all my scrips from mysql - it wasn't there
There's no file name in the error, only
at (eval 2442) line 3.\n\nCompilation failed in require at (eval 2) line 1.\n
Any hints on where this eval happens?
Thank you very much

________________________________
This email has been scanned by Netintelligence
http://www.netintelligence.com/email
________________________________

________________________________
BiP Solutions Limited is a company registered in Scotland with Company
Number SC086146 and VAT number 383030966 and having its registered
office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.

****************************************************************************
This e-mail (and any attachment) is intended only for the attention of
the addressee(s). Its unauthorised use, disclosure, storage or copying
is not permitted. If you are not the intended recipient, please destroy
all copies and inform the sender by return e-mail.
This e-mail (whether you are the sender or the recipient) may be
monitored, recorded and retained by BiP Solutions Ltd.
E-mail monitoring/ blocking software may be used, and e-mail content may
be read at any time.You have a responsibility to ensure laws are not
broken when composing or forwarding e-mails and their contents.
****************************************************************************
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From Julian.Grunnell at webfusion.com  Sun May  9 06:12:17 2010
From: Julian.Grunnell at webfusion.com (Julian Grunnell)
Date: Sun, 9 May 2010 11:12:17 +0100
Subject: [rt-users] RT & mysql / LDAP Auth
Message-ID: <sig.1746a2ff86.78D290A81905884FAFF0C025F980FA0A0261@pippa.internal.hosteurope.com>

Hi - hoping someone can help me, I'm trying to get the
RT::Authen::ExternalAuth plugin to work so I can use LDAP for
authentication. Just using mysql at the moment, so want to keep this as
well. Running RT 3.8.5 on Centos, I'd like mysql auth first and then
LDAP next. I've managed to configure this without any errors and my
mysql authentication still works after a httpd restart. However LDAP
auth never works, I'm not that familiar with LDAP so am hoping if I
provide my config and rt.log below someone might be able to point me in
the right direction:

 

 

<snip>

# AN EXAMPLE LDAP SERVICE

                                'My_LDAP'       =>  {   ## GENERIC
SECTION

                                                        # The type of
service (db/ldap/cookie)

                                                        'type'
=>  'ldap',

                                                        # The server
hosting the service

                                                        'server'
=>  '172.17.2.1',

                                                        ##
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'
=>  'ldap-rt',

                                                        # The password
RT should use to connect to the LDAP server

                                                        'pass'
=>  'xxxxxxxxx',

                                                        #

                                                        # The LDAP
search base

                                                        'base'
=>  'ou=hosting,ou=corp,dc=internal,dc=hosteurope,dc=com',

                                                        #

                                                        # 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=User)',

                                                        # 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'
=>  'GROUP_NAME',

                                                        # What is the
attribute for the group object that determines membership?

                                                        'group_attr'
=>  'GROUP_ATTR',

                                                        ## 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',

 
'RealName',

 
'WorkPhone',

 
'Address2'

 
],

                                                        # The mapping of
RT attributes on to LDAP attributes

                                                        'attr_map'
=>  {   'Name' => 'sAMAccountName',

 
'EmailAddress' => 'mail',

 
'Organization' => 'physicalDeliveryOfficeName',

 
'RealName' => 'cn',

 
'ExternalAuthId' => 'sAMAccountName',
'Gecos' => 'sAMAccountName',

 
'WorkPhone' => 'telephoneNumber',

 
'Address1' => 'streetAddress',

 
'City' => 'l',

 
'State' => 'st',

 
'Zip' => 'postalCode',

 
'Country' => 'co'

 

 

And this is a complete log entry if I try to use my LDAP credentials:

 

[Sun May  9 10:10:24 2010] [debug]: RT's GnuPG libraries couldn't
successfully read your configured GnuPG home directory
(/opt/rt3/var/data/gpg). PGP support has been disabled
(/opt/rt3/bin/../lib/RT/Config.pm:380)

[Sun May  9 10:10:24 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/ExternalAu
th/autohandler/Auth:14)

[Sun May  9 10:10:24 2010] [debug]: Attempting to use external auth
service: My_MySQL
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h.pm:64)

[Sun May  9 10:10:24 2010] [debug]: Calling UserExists with $username
(jgrunnell) and $service (My_MySQL)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h.pm:105)

[Sun May  9 10:10:24 2010] [debug]: Disable Check Failed :: ( My_MySQL )
jgrunnell User not found
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h/DBI.pm:234)

[Sun May  9 10:10:24 2010] [debug]: Attempting to use external auth
service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h.pm:64)

[Sun May  9 10:10:24 2010] [debug]: Calling UserExists with $username
(jgrunnell) and $service (My_LDAP)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h.pm:105)

[Sun May  9 10:10:24 2010] [debug]: UserExists params:

username: jgrunnell , service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h/LDAP.pm:274)

[Sun May  9 10:10:25 2010] [debug]: LDAP Search ===  Base:
ou=hosting,ou=corp,dc=internal,dc=hosteurope,dc=com == Filter:
(&(objectClass=User)(sAMAccountName=jgrunnell)) == Attrs:
l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,
sAMAccountName,physicalDeliveryOfficeName,sAMAccountName
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h/LDAP.pm:304)

[Sun May  9 10:10:25 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: jgrunnell, Name: jgrunnell,
Privileged: 0
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h.pm:450)

[Sun May  9 10:10:25 2010] [debug]: Attempting to get user info using
this external service: My_MySQL
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h.pm:458)

[Sun May  9 10:10:25 2010] [debug]: Attempting to use this
canonicalization key: Gecos
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h.pm:472)

[Sun May  9 10:10:25 2010] [warning]: DBD::mysql::db selectall_hashref
failed: Unknown column 'email' in 'field list' at
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth
/DBI.pm line 163, <DATA> line 273.
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h/DBI.pm:163)

[Sun May  9 10:10:25 2010] [warning]: Issuing rollback() for database
handle being DESTROY'd without explicit disconnect() at
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth
/DBI.pm line 163, <DATA> line 273.
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h/DBI.pm:163)

[Sun May  9 10:10:25 2010] [error]: FAILED LOGIN for jgrunnell from
212.103.233.1 (/opt/rt3/share/html/autohandler:268)

 

 

 

Thanks in advance.

 

Julian Grunnell
Unix Sys Admin
Webfusion Limited.

Phone:0208 587 7212
Mobile:07803649593
Email:Julian.Grunnell at webfusion.com

  <http://www.webfusion.com/> 

Bringing the world's ideas online
Webfusion <http://www.webfusion.com> , 123-reg
<http://www.123-reg.co.uk> , Donhost <http://www.donhost.co.uk> , 
Supanames <http://www.supanames.co.uk> 
Follow us on Twitter: Webfusion <http://twitter.com/webfusion> , 123-reg
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This e-mail is subject to: Webfusion disclaimer
<http://www.corporate.webfusion.co.uk/disclaimer> 
Please consider the environment before printing this email

 

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From m.seaman at infracaninophile.co.uk  Mon May 10 06:58:20 2010
From: m.seaman at infracaninophile.co.uk (Matthew Seaman)
Date: Mon, 10 May 2010 11:58:20 +0100
Subject: [rt-users] RT 3.8.6 web page wont display after configuration
 on	FreeBSD 8.0
In-Reply-To: <2422.82.206.239.244.1273485361.squirrel@mailsrv1.ug.edu.gh>
References: <mailman.3.1273420801.14603.rt-users@lists.bestpractical.com>
	<2422.82.206.239.244.1273485361.squirrel@mailsrv1.ug.edu.gh>
Message-ID: <4BE7E6CC.2000002@infracaninophile.co.uk>

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

On 10/05/2010 10:56:01, Pamela Pomary wrote:

> 
>    <Directory /usr/local/share/rt38/html/>
>        AllowOverride None
>        order allow,deny
>        Allow from all

        ^^^^^^^^^^^^^
This should work.  However, alternatively you could just use:

       Order Deny,Allow

(no 'Allow from ...' necessary, but it doesn't hurt if it is there) That
defaults to allowing anything, unless explicitly denied.  Make sure that
Apache has read access to /usr/local/share/rt38/html -- it should be
world readable in a standard installation from ports.  (Not writable
though -- everything under that location should be writable only by root.)

>      </Directory>
> Alias /rt/ /usr/local/share/rt38/html/

Also, this is not sufficient configuration on its own to give you a
working RT setup.  You need to add something like the following:

    PerlRequire /usr/local/bin/webmux.pl

    <Location /rt/NoAuth/images>
        SetHandler default
    </Location>
    <Location /rt>
       SetHandler perl-script
       PerlHandler RT::Mason
    </Location>

	Cheers,

	Matthew

- -- 
Dr Matthew J Seaman MA, D.Phil.                   7 Priory Courtyard
                                                  Flat 3
PGP: http://www.infracaninophile.co.uk/pgpkey     Ramsgate
                                                  Kent, CT11 9PW
-----BEGIN PGP SIGNATURE-----
Version: GnuPG/MacGPG2 v2.0.14 (Darwin)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/

iEYEARECAAYFAkvn5swACgkQ8Mjk52CukIwpdACfSBPpwXCad2xrvBw0GTaXScnN
ppkAnAk5jLBt8GHuu3cmQ+QmmApxdGe7
=Ck9J
-----END PGP SIGNATURE-----


From Richard at widexs.nl  Mon May 10 07:17:27 2010
From: Richard at widexs.nl (Richard Pijnenburg)
Date: Mon, 10 May 2010 13:17:27 +0200
Subject: [rt-users] RT::Action not found after upgrade 3.8.2 -> 3.8.8
In-Reply-To: <C5C7E297C4A0ED4093C5CBF8DC0B3805C8655A2E5B@PEMEXMBXVS01.jellyfishnet.co.uk.local>
References: <AANLkTimvUUEkx0ORjLoQ8JG1lPo4bByRv9IfrI0UoZvz@mail.gmail.com>
	<C5C7E297C4A0ED4093C5CBF8DC0B3805C8655A2E5B@PEMEXMBXVS01.jellyfishnet.co.uk.local>
Message-ID: <87458E9581E41E4F8FFD60620074085604CFA816@mail01.widexs.local>

I have the same issue.

Cleaned the mason cache and restarted apache, but same result.

 

Met vriendelijke groet / With kind regards,

Richard Pijnenburg 
Changes and Incident Coordinator

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

 

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Steve Anderson
Sent: Monday, May 10, 2010 12:43 PM
To: Razvan Cosma; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT::Action not found after upgrade 3.8.2 -> 3.8.8

 

Did you do the step of wiping out the Mason cache?

 

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Razvan Cosma
Sent: 10 May 2010 11:35 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT::Action not found after upgrade 3.8.2 -> 3.8.8

 

 Hi all,
Just did a ./configure && make upgrade, and while there were no errors and all dependencies seem to be in place, httpd won't start anymore (running on centos with mod_perl), complaining about
[error] Require of RT::Action:: failed.\nCan't locate RT/Action/.pm in @INC
This looks like a typo in some file or scrip, but I have done a grep in the webroot, and deleted all my scrips from mysql - it wasn't there
There's no file name in the error, only
at (eval 2442) line 3.\n\nCompilation failed in require at (eval 2) line 1.\n
Any hints on where this eval happens?
Thank you very much

 

________________________________

This email has been scanned by Netintelligence
http://www.netintelligence.com/email

________________________________

 

________________________________

BiP Solutions Limited is a company registered in Scotland with Company
Number SC086146 and VAT number 383030966 and having its registered
office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.

****************************************************************************
This e-mail (and any attachment) is intended only for the attention of
the addressee(s). Its unauthorised use, disclosure, storage or copying
is not permitted. If you are not the intended recipient, please destroy
all copies and inform the sender by return e-mail.
This e-mail (whether you are the sender or the recipient) may be
monitored, recorded and retained by BiP Solutions Ltd.
E-mail monitoring/ blocking software may be used, and e-mail content may
be read at any time.You have a responsibility to ensure laws are not
broken when composing or forwarding e-mails and their contents.
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From razvan.cosma at gmail.com  Mon May 10 07:22:55 2010
From: razvan.cosma at gmail.com (Razvan Cosma)
Date: Mon, 10 May 2010 14:22:55 +0300
Subject: [rt-users] RT::Action not found after upgrade 3.8.2 -> 3.8.8
In-Reply-To: <AANLkTildNzCnkYI4hlrXVxW7NX_1StySAG32wBUyeK91@mail.gmail.com>
References: <AANLkTimvUUEkx0ORjLoQ8JG1lPo4bByRv9IfrI0UoZvz@mail.gmail.com>
	<C5C7E297C4A0ED4093C5CBF8DC0B3805C8655A2E5B@PEMEXMBXVS01.jellyfishnet.co.uk.local>
	<87458E9581E41E4F8FFD60620074085604CFA816@mail01.widexs.local>
	<AANLkTildNzCnkYI4hlrXVxW7NX_1StySAG32wBUyeK91@mail.gmail.com>
Message-ID: <AANLkTilPyr5BLZmopnyJg6FOQxGSM_zyHafbRX2MUBZS@mail.gmail.com>

OK, tried another trick now: created a RT/Action/.pm file that only does
print caller(); and it seems it's called from RT::ScripAction which leads to
the file ScripAction_Overlay.pm and at line 173
eval "require $type" || die "Require of $type failed.\n$@\n";
still digging..


> On Mon, May 10, 2010 at 2:17 PM, Richard Pijnenburg <Richard at widexs.nl>wrote:
>
>>  I have the same issue.
>>
>> Cleaned the mason cache and restarted apache, but same result.
>>
>>
>>
>> Met vriendelijke groet / With kind regards,
>>
>> Richard Pijnenburg
>> Changes and Incident Coordinator
>>
>> WideXS                                  http://www.widexs.nl
>> Tel +31 (0)20 7570780              Fax +31 (0)20 6116302
>> Zekeringstraat 43,                    1014 BV Amsterdam, NL
>>
>>
>>
>> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
>> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Steve Anderson
>> *Sent:* Monday, May 10, 2010 12:43 PM
>> *To:* Razvan Cosma; rt-users at lists.bestpractical.com
>> *Subject:* Re: [rt-users] RT::Action not found after upgrade 3.8.2 ->
>> 3.8.8
>>
>>
>>
>> Did you do the step of wiping out the Mason cache?
>>
>>
>>
>> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
>> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Razvan Cosma
>> *Sent:* 10 May 2010 11:35 AM
>> *To:* rt-users at lists.bestpractical.com
>> *Subject:* [rt-users] RT::Action not found after upgrade 3.8.2 -> 3.8.8
>>
>>
>>
>>  Hi all,
>> Just did a ./configure && make upgrade, and while there were no errors and
>> all dependencies seem to be in place, httpd won't start anymore (running on
>> centos with mod_perl), complaining about
>> [error] Require of RT::Action:: failed.\nCan't locate RT/Action/.pm in
>> @INC
>> This looks like a typo in some file or scrip, but I have done a grep in
>> the webroot, and deleted all my scrips from mysql - it wasn't there
>> There's no file name in the error, only
>> at (eval 2442) line 3.\n\nCompilation failed in require at (eval 2) line
>> 1.\n
>> Any hints on where this eval happens?
>> Thank you very much
>>
>>
>>  ------------------------------
>>
>> This email has been scanned by Netintelligence
>> http://www.netintelligence.com/email
>>  ------------------------------
>>
>>
>>  ------------------------------
>>
>> BiP Solutions Limited is a company registered in Scotland with Company
>> Number SC086146 and VAT number 383030966 and having its registered
>> office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.
>>
>>
>> ****************************************************************************
>> This e-mail (and any attachment) is intended only for the attention of
>> the addressee(s). Its unauthorised use, disclosure, storage or copying
>> is not permitted. If you are not the intended recipient, please destroy
>> all copies and inform the sender by return e-mail.
>> This e-mail (whether you are the sender or the recipient) may be
>> monitored, recorded and retained by BiP Solutions Ltd.
>> E-mail monitoring/ blocking software may be used, and e-mail content may
>> be read at any time.You have a responsibility to ensure laws are not
>> broken when composing or forwarding e-mails and their contents.
>>
>> ****************************************************************************
>>
>
>
>
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From razvan.cosma at gmail.com  Mon May 10 07:33:49 2010
From: razvan.cosma at gmail.com (Razvan Cosma)
Date: Mon, 10 May 2010 14:33:49 +0300
Subject: [rt-users] RT::Action not found after upgrade 3.8.2 -> 3.8.8
In-Reply-To: <AANLkTilPyr5BLZmopnyJg6FOQxGSM_zyHafbRX2MUBZS@mail.gmail.com>
References: <AANLkTimvUUEkx0ORjLoQ8JG1lPo4bByRv9IfrI0UoZvz@mail.gmail.com>
	<C5C7E297C4A0ED4093C5CBF8DC0B3805C8655A2E5B@PEMEXMBXVS01.jellyfishnet.co.uk.local>
	<87458E9581E41E4F8FFD60620074085604CFA816@mail01.widexs.local>
	<AANLkTildNzCnkYI4hlrXVxW7NX_1StySAG32wBUyeK91@mail.gmail.com>
	<AANLkTilPyr5BLZmopnyJg6FOQxGSM_zyHafbRX2MUBZS@mail.gmail.com>
Message-ID: <AANLkTikdmbtyBfZ0hlSd7R83OdyK3TRH0AbLktX5kLKl@mail.gmail.com>

Can't figure out the problem source, and I am in a hurry, so for now:
if(eval "require $type") {
    $self->{'Action'}  = $type->new ( Argument => $self->Argument,
                                      CurrentUser => $self->CurrentUser,
                                      ScripActionObj => $self,
                                      ScripObj => $args{'ScripObj'},
                                      TemplateObj => $self->TemplateObj,
                                      TicketObj => $args{'TicketObj'},
                                      TransactionObj =>
$args{'TransactionObj'},
                                    );
    } else {
      warn "Require of $type failed.\n$@\n";
    }
Then application seems to work fine otherwise.

On Mon, May 10, 2010 at 2:22 PM, Razvan Cosma <razvan.cosma at gmail.com>wrote:

> OK, tried another trick now: created a RT/Action/.pm file that only does
> print caller(); and it seems it's called from RT::ScripAction which leads to
> the file ScripAction_Overlay.pm and at line 173
> eval "require $type" || die "Require of $type failed.\n$@\n";
> still digging..
>
>
>> On Mon, May 10, 2010 at 2:17 PM, Richard Pijnenburg <Richard at widexs.nl>wrote:
>>
>>>  I have the same issue.
>>>
>>> Cleaned the mason cache and restarted apache, but same result.
>>>
>>>
>>>
>>> Met vriendelijke groet / With kind regards,
>>>
>>> Richard Pijnenburg
>>> Changes and Incident Coordinator
>>>
>>> WideXS                                  http://www.widexs.nl
>>> Tel +31 (0)20 7570780              Fax +31 (0)20 6116302
>>> Zekeringstraat 43,                    1014 BV Amsterdam, NL
>>>
>>>
>>>
>>> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
>>> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Steve Anderson
>>> *Sent:* Monday, May 10, 2010 12:43 PM
>>> *To:* Razvan Cosma; rt-users at lists.bestpractical.com
>>> *Subject:* Re: [rt-users] RT::Action not found after upgrade 3.8.2 ->
>>> 3.8.8
>>>
>>>
>>>
>>> Did you do the step of wiping out the Mason cache?
>>>
>>>
>>>
>>> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
>>> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Razvan Cosma
>>> *Sent:* 10 May 2010 11:35 AM
>>> *To:* rt-users at lists.bestpractical.com
>>> *Subject:* [rt-users] RT::Action not found after upgrade 3.8.2 -> 3.8.8
>>>
>>>
>>>
>>>  Hi all,
>>> Just did a ./configure && make upgrade, and while there were no errors
>>> and all dependencies seem to be in place, httpd won't start anymore (running
>>> on centos with mod_perl), complaining about
>>> [error] Require of RT::Action:: failed.\nCan't locate RT/Action/.pm in
>>> @INC
>>> This looks like a typo in some file or scrip, but I have done a grep in
>>> the webroot, and deleted all my scrips from mysql - it wasn't there
>>> There's no file name in the error, only
>>> at (eval 2442) line 3.\n\nCompilation failed in require at (eval 2) line
>>> 1.\n
>>> Any hints on where this eval happens?
>>> Thank you very much
>>>
>>>
>>>  ------------------------------
>>>
>>> This email has been scanned by Netintelligence
>>> http://www.netintelligence.com/email
>>>  ------------------------------
>>>
>>>
>>>  ------------------------------
>>>
>>> BiP Solutions Limited is a company registered in Scotland with Company
>>> Number SC086146 and VAT number 383030966 and having its registered
>>> office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.
>>>
>>>
>>> ****************************************************************************
>>> This e-mail (and any attachment) is intended only for the attention of
>>> the addressee(s). Its unauthorised use, disclosure, storage or copying
>>> is not permitted. If you are not the intended recipient, please destroy
>>> all copies and inform the sender by return e-mail.
>>> This e-mail (whether you are the sender or the recipient) may be
>>> monitored, recorded and retained by BiP Solutions Ltd.
>>> E-mail monitoring/ blocking software may be used, and e-mail content may
>>> be read at any time.You have a responsibility to ensure laws are not
>>> broken when composing or forwarding e-mails and their contents.
>>>
>>> ****************************************************************************
>>>
>>
>>
>>
>
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From mike.peachey at jennic.com  Mon May 10 07:54:15 2010
From: mike.peachey at jennic.com (Mike Peachey)
Date: Mon, 10 May 2010 12:54:15 +0100
Subject: [rt-users] RT & mysql / LDAP Auth
In-Reply-To: <sig.1746a2ff86.78D290A81905884FAFF0C025F980FA0A0261@pippa.internal.hosteurope.com>
References: <sig.1746a2ff86.78D290A81905884FAFF0C025F980FA0A0261@pippa.internal.hosteurope.com>
Message-ID: <4BE7F3E7.90704@jennic.com>

Julian Grunnell wrote:
> Hi ? hoping someone can help me, I?m trying to get the
> RT::Authen::ExternalAuth plugin to work so I can use LDAP for
> authentication. Just using mysql at the moment, so want to keep this as
> well. Running RT 3.8.5 on Centos, I?d like mysql auth first and then
> LDAP next. I?ve managed to configure this without any errors and my
> mysql authentication still works after a httpd restart. However LDAP
> auth never works, I?m not that familiar with LDAP so am hoping if I
> provide my config and rt.log below someone might be able to point me in
> the right direction:

Looks like the whole thing is dying during the MySQL check.

1. Provide the whole config
2. Are you sure you're supposed to be using ExternalAuth for MySQL auth?
Are you actually using it to check against an external MySQL source, or
are you trying to use MySQL to check RT's own database?

-- 
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 Milos.Barina at seznam.cz  Mon May 10 10:35:50 2010
From: Milos.Barina at seznam.cz (=?us-ascii?Q?Milos=2EBarina?=)
Date: Mon, 10 May 2010 16:35:50 +0200 (CEST)
Subject: [rt-users] RealName instead of Name
Message-ID: <39682.3462.6290-24858-1680183640-1273502150@seznam.cz>

Hi everyone,

after migrating to RT 3.8.7 from 3.6.3, users in drop-down fields  (e.g. QueryBuilder) are shown as RealName instead of Name.  This is considered an inconvenience by some people. 
Is there an administrative setting to change it back? If not, what would be the recommended way to change it back in the code?

Thank you in advance for any hint.

Milos


From hiro24 at gmail.com  Mon May 10 11:08:13 2010
From: hiro24 at gmail.com (Chris Hall)
Date: Mon, 10 May 2010 11:08:13 -0400
Subject: [rt-users] Deleting queues
Message-ID: <AANLkTikOZHWIOuS3772gxrTjy68sUGNcJ4QOAxMRQmvD@mail.gmail.com>

Total n00b question here but, how does one "delete" a queue?  I don't see
the option anywhere.

I see that I can disable it but, it still shows for admin users.  I want to
just delete it completely.
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From elacour at easter-eggs.com  Mon May 10 11:14:47 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Mon, 10 May 2010 17:14:47 +0200
Subject: [rt-users] Deleting queues
In-Reply-To: <AANLkTikOZHWIOuS3772gxrTjy68sUGNcJ4QOAxMRQmvD@mail.gmail.com>
References: <AANLkTikOZHWIOuS3772gxrTjy68sUGNcJ4QOAxMRQmvD@mail.gmail.com>
Message-ID: <20100510151446.GC13615@easter-eggs.com>

On Mon, May 10, 2010 at 11:08:13AM -0400, Chris Hall wrote:
> Total n00b question here but, how does one "delete" a queue?  I don't see
> the option anywhere.
> 
> I see that I can disable it but, it still shows for admin users.  I want to
> just delete it completely.

You have to user shredder (Configuration->Tools->Shredder) to delete
objects (users, tickets, queues, ...) from rt DB.



From jpierce at cambridgeenergyalliance.org  Mon May 10 11:57:56 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Mon, 10 May 2010 11:57:56 -0400
Subject: [rt-users] shredder access
In-Reply-To: <AANLkTimlpvHhGA-yuYrEJA9dD_MH2T-JAP8TZVGu_qu5@mail.gmail.com>
References: <AANLkTimlpvHhGA-yuYrEJA9dD_MH2T-JAP8TZVGu_qu5@mail.gmail.com>
Message-ID: <AANLkTikr9_OVtAG3JCY0BiVmaW20dumk2rRzQE-6Ivp9@mail.gmail.com>

On Mon, May 10, 2010 at 02:28, ronald higgins <ronald.higgins at gmail.com> wrote:
> Good Morning Fellow RT Users.
>
> I'm very much new to the RT scene so apologies if this has come up before.
> 1 of our RT queues has +-300k false tickets (autoresponders, spam etc etc).
> The queue administrator would like access to remove those tickets via
> Shredder (built into RT).
>
> Now logged in as root i have the "shredder" option but not when logged
> in as a normal
> user. Is there a permission that I can set somewhere that will allow
> me to grant a specific
> user access to the Shredder function ?
SuperUser, but that gives them access to everything.

Shredding is not something that's really condoned, but is often a
necessary evil, so it is reserved for root; particularly given the way
shredding handles users separately :-/

You should setup filters to eliminate such things before they get to
RT, and create another queue for those that make it through to be
moved to. Root can then periodically process the backlog.

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


From manohar.r at glowtouch.com  Mon May 10 12:17:48 2010
From: manohar.r at glowtouch.com (H Manohar Rayker)
Date: Mon, 10 May 2010 21:47:48 +0530
Subject: [rt-users] Optimise database performance.
Message-ID: <20100510162522.94E012406E5@hipster.bestpractical.com>

Hi,

 

Currently I'm running RT 3.8.4 on centos 5.3 and having 400 tickets. It
takes much longer time to open the tickets around 10-15 seconds.

 

How can I optimize it or the database?

 

Thanks

Manohar

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From borngunners at aol.com  Mon May 10 12:56:23 2010
From: borngunners at aol.com (borngunners at aol.com)
Date: Mon, 10 May 2010 12:56:23 -0400 (EDT)
Subject: [rt-users] Upgrading from 3.8.4 to 3.8.8
Message-ID: <8CCBE78DAD77E4C-27D4-1135@Webmail-m105.sysops.aol.com>




How do I upgrade RT from 3.8.4 to the current version without any issues?
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From torsten.brumm at googlemail.com  Mon May 10 13:54:38 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Mon, 10 May 2010 19:54:38 +0200
Subject: [rt-users] Optimise database performance.
In-Reply-To: <20100510162522.94E012406E5@hipster.bestpractical.com>
References: <20100510162522.94E012406E5@hipster.bestpractical.com>
Message-ID: <AANLkTilFJN2kK8RaGgfIoYkLnR1u0M1QT-TNx4RQXlgI@mail.gmail.com>

You have 400 Tickets and you like to optimize the DB Performance?

Do you really have a DB Bottleneck or some other problems?

Some more information would be very helpful

Torsten

2010/5/10 H Manohar Rayker <manohar.r at glowtouch.com>

>  Hi,
>
>
>
> Currently I?m running RT 3.8.4 on centos 5.3 and having 400 tickets. It
> takes much longer time to open the tickets around 10-15 seconds.
>
>
>
> How can I optimize it or the database?
>
>
>
> Thanks
>
> Manohar
>
>
> 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 rfh at vialtus.com  Mon May 10 14:11:57 2010
From: rfh at vialtus.com (Raed El-Hames)
Date: Mon, 10 May 2010 19:11:57 +0100
Subject: [rt-users] Upgrading from 3.8.4 to 3.8.8
In-Reply-To: <8CCBE78DAD77E4C-27D4-1135@Webmail-m105.sysops.aol.com>
References: <8CCBE78DAD77E4C-27D4-1135@Webmail-m105.sysops.aol.com>
Message-ID: <4BE84C6D.2050203@vialtus.com>

Download the src from bestpractical, then read the README and UPGRADING docs
Is there anything in particular you are concerned with??

If its a busy production system I always recommend having a development 
version , upgrade that one first , test then test again , if everything 
ok then upgrade the live system.

Roy

borngunners at aol.com wrote:
>
>
> How do I upgrade RT from 3.8.4 to the current version without any issues?


From jblaine at kickflop.net  Mon May 10 14:15:36 2010
From: jblaine at kickflop.net (Jeff Blaine)
Date: Mon, 10 May 2010 14:15:36 -0400
Subject: [rt-users] Non-Mandatory CF is being required
Message-ID: <4BE84D48.6080801@kickflop.net>

RT 3.8.7

I must be misunderstanding something, because as I see it, it
appears that defining a validation regexp for a Custom Field
causes that Custom Field to be non-optional.

Name:        Occurred Date
Applies to:  Tickets
Type:        Enter multiple values
Validate:    (?#YYYY-MM-DD)^\d\d\d\d-\d\d-\d\d$

Creating a new ticket via the web GUI is rejected with:

     Occurred Date: Input must match [YYYY-MM-DD]

What am I doing wrong?  We don't want this field to be
required.  *IF* it is set to something, it must match
that regexp.





From slackamp at gmail.com  Mon May 10 14:19:29 2010
From: slackamp at gmail.com (slamp slamp)
Date: Mon, 10 May 2010 14:19:29 -0400
Subject: [rt-users] what is the best way of changing FQDN while keeping the
	old?
Message-ID: <AANLkTik4DBfxyGRkSTKPH8ilOmxPrTpffSUjz-WYf6uE@mail.gmail.com>

For example:

>From rt.domA.com to rt.domB.com.

>From support at domA.com to support at domB.com

During the transition, we would still like to support rt.domA.com via
a redirecto rt.domB.com (apache). And e-mail to support at domA.com go to
support at domB.com (sendmail).

Has anyone done this before?


From eje at panix.com  Mon May 10 14:23:40 2010
From: eje at panix.com (Eleanor J. Evans [Panix Staff])
Date: Mon, 10 May 2010 14:23:40 -0400
Subject: [rt-users] Non-Mandatory CF is being required
In-Reply-To: <4BE84D48.6080801@kickflop.net>
References: <4BE84D48.6080801@kickflop.net>
Message-ID: <20100510182340.GB1812@panix.com>

On Mon, May 10, 2010 at 02:15:36PM -0400, Jeff Blaine wrote:
> Name:        Occurred Date
> Applies to:  Tickets
> Type:        Enter multiple values
> Validate:    (?#YYYY-MM-DD)^\d\d\d\d-\d\d-\d\d$

> Creating a new ticket via the web GUI is rejected with:
>     Occurred Date: Input must match [YYYY-MM-DD]

It must match the regex, so include the optional within it:

(?#Digits)^[\d.]*$

instead of the provided

(?#Digits)^[\d.]+$

for example.

(?#YYYY-MM-DD)^(\d\d\d\d-\d\d-\d\d|)$


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


From jblaine at kickflop.net  Mon May 10 14:43:08 2010
From: jblaine at kickflop.net (Jeff Blaine)
Date: Mon, 10 May 2010 14:43:08 -0400
Subject: [rt-users] "This is a brand new ticket" test in Scrip custom
	condition
Message-ID: <4BE853BC.9010306@kickflop.net>

Probably an easy answer to this one.

I have a custom condition for a scrip which deals with a
custom field.  The condition and the rest of the code all works
great, except when the submitted ticket is *brand new*
(New ticket in --> queuename).

I would like to add to my custom condition logic to ensure
that this case is also addressed.

How does one query for "is this transaction creating a new
ticket?"


From jblaine at kickflop.net  Mon May 10 14:43:31 2010
From: jblaine at kickflop.net (Jeff Blaine)
Date: Mon, 10 May 2010 14:43:31 -0400
Subject: [rt-users] Non-Mandatory CF is being required
In-Reply-To: <20100510182340.GB1812@panix.com>
References: <4BE84D48.6080801@kickflop.net> <20100510182340.GB1812@panix.com>
Message-ID: <4BE853D3.3070603@kickflop.net>

Thanks Eleanor

Duh!

On 5/10/2010 2:23 PM, Eleanor J. Evans [Panix Staff] wrote:
> On Mon, May 10, 2010 at 02:15:36PM -0400, Jeff Blaine wrote:
>> Name:        Occurred Date
>> Applies to:  Tickets
>> Type:        Enter multiple values
>> Validate:    (?#YYYY-MM-DD)^\d\d\d\d-\d\d-\d\d$
>
>> Creating a new ticket via the web GUI is rejected with:
>>      Occurred Date: Input must match [YYYY-MM-DD]
>
> It must match the regex, so include the optional within it:
>
> (?#Digits)^[\d.]*$
>
> instead of the provided
>
> (?#Digits)^[\d.]+$
>
> for example.
>
> (?#YYYY-MM-DD)^(\d\d\d\d-\d\d-\d\d|)$
>
>


From falcone at bestpractical.com  Mon May 10 16:14:00 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 10 May 2010 16:14:00 -0400
Subject: [rt-users] Realname always updated when accent in name
In-Reply-To: <4BCD8EC0.7061.0039.1@loterie.ch>
References: <4BCD8EC0.7061.0039.1@loterie.ch>
Message-ID: <20100510201400.GE16269@jibsheet.com>

On Tue, Apr 20, 2010 at 11:23:45AM +0200, Horst Kriegers wrote:
>    Hello,
> 
>    the RealName field is updated by each login only for users they name have an accent in the
>    LDAP.
>    This makes the Users History very long and the Transaction table become very big.
> 
>    in Transactions table :
> 
>    Field : RealName
>    OldValue : FrA(c)dA(c)ric Lenoir
>    NewValue : FrA(c)dA(c)ric Lenoir
> 
> 
>    How can I correct this ?
> 
>    Thanks.
>    Horst
> 
> 
>    RT 3.6.6

I'd be interested to know if this happens with
RT::Authen::ExternalAuth and a 3.8 release.

-kevin
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From falcone at bestpractical.com  Mon May 10 16:13:04 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 10 May 2010 16:13:04 -0400
Subject: [rt-users] RTFM how to get new artical
In-Reply-To: <788336.53173.qm@web38908.mail.mud.yahoo.com>
References: <788336.53173.qm@web38908.mail.mud.yahoo.com>
Message-ID: <20100510201304.GD16269@jibsheet.com>

On Tue, Apr 20, 2010 at 02:32:58AM -0700, Ian Pellew wrote:
> New install of RT_387 + RTFM_242
> The 'Create an artical in class...' does not give a screen that one can add an artical.
> What have I missed?

You've read lib/RT/FM/Introduction.pod and created classes and custom
fields?

-kevin
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From falcone at bestpractical.com  Mon May 10 16:12:36 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 10 May 2010 16:12:36 -0400
Subject: [rt-users] Help with identifying which files to edit in RT
 3.8.7 for Dashboard subsriber emails
In-Reply-To: <f43f9b17bbcc00dd75438f14769b9587bb218fb8@localhost>
References: <f43f9b17bbcc00dd75438f14769b9587bb218fb8@localhost>
Message-ID: <20100510201236.GC16269@jibsheet.com>

On Tue, Apr 20, 2010 at 10:17:52AM +0100, Simon Dray wrote:
>    Hi
> 
>    I have 3.8.7 RT, I use the Dashboard mechanism to send out reports to subscribers on a daily
>    basis, the majority of the subscribers use handheld devices (HTC). I would like to be able to
>    change the scripts so that the mail they receive does not have a blue background or even
>    better is plain text rather than html. Does anyone have any ideas as to how I can achieve this

Making it plaintext is non-trivial and has been on one of our
developer's todo list for quite a while.

You're going to have to look at the rt-email-dashboards script which
does the actual HTML generation if you want to change things, but be
aware that it works by directly executing Dashboards/Render.html
through mason.

-kevin
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From falcone at bestpractical.com  Mon May 10 16:00:21 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 10 May 2010 16:00:21 -0400
Subject: [rt-users] Different authentication methods for different queues
In-Reply-To: <i2va22ff2941004161417la92a8856s9b8a1ed18ec4736@mail.gmail.com>
References: <2042098474.2417.1271210278159.JavaMail.root@mail.vpac.org>
	<1103985754.3493.1271218431186.JavaMail.root@mail.vpac.org>
	<i2va22ff2941004161417la92a8856s9b8a1ed18ec4736@mail.gmail.com>
Message-ID: <20100510200021.GA16269@jibsheet.com>

On Fri, Apr 16, 2010 at 05:17:58PM -0400, Andy Harrison wrote:
> On Wed, Apr 14, 2010 at 12:13 AM, Lev Lafayette <lev at vpac.org> wrote:
> >
> > We have our rt web interface behind https requiring authentication through LDAP.
> >
> > However we have certain queues that would like to provide outsiders (that is, people outside our LDAP) to connect to, preferably with a more limited interface. Their authentication could be through something like .htpassword
> >
> > Has anyone tried anything like this?
> 
> If you're achieving your ldap auth via the apache module, it will be
> more difficult.  However, if you can use it, the
> RT::Authen::ExternalAuth module will allow you to set up multiple
> authentication sources.
> 
> http://wiki.bestpractical.com/view/ExternalAuth
> 
> I have it working using two ldap sources.

If you're using RT::Authen::ExternalAuth then you can just use
internal RT accounts and the SelfService UI and configure your rights
properly and you'll get the feature the original poster sounds like he
was looking for.

-kevin
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From hvgeekwtrvl at gmail.com  Mon May 10 16:46:54 2010
From: hvgeekwtrvl at gmail.com (james machado)
Date: Mon, 10 May 2010 13:46:54 -0700
Subject: [rt-users] RT & mysql / LDAP Auth
In-Reply-To: <sig.1746a2ff86.78D290A81905884FAFF0C025F980FA0A0261@pippa.internal.hosteurope.com>
References: <sig.1746a2ff86.78D290A81905884FAFF0C025F980FA0A0261@pippa.internal.hosteurope.com>
Message-ID: <AANLkTinxvHB_vysfsg0K4XYVEub9wkMBRdfA4fg-GQjr@mail.gmail.com>

On Sun, May 9, 2010 at 3:12 AM, Julian Grunnell <
Julian.Grunnell at webfusion.com> wrote:


                                                        # The username RT
> should use to connect to the LDAP server
>
>
> 'user'                      =>  'ldap-rt',
>
>                                                         # The password RT
> should use to connect to the LDAP server
>
>
> 'pass'                    =>  'xxxxxxxxx',
>
>                                                         #
>
>

this is the part that is probably killing you on your LDAP authentication
piece.  Active Directory does not allow anonymous bind for LDAP
authentication.  You will need to create a non-privileged user in AD to do
the binding and place the user name and password for that user in your
RT_SiteConfig.pm file.  This user will be used buy the
RT::Authen::ExternalAuth plugin to bind to AD LDAP.  Once bound
RT::Authen::ExternalAuth will be able to search for the user attempting to
login and use *that* persons credentials to authenticate into RT.


James
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From kfcrocker at lbl.gov  Mon May 10 16:59:38 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 10 May 2010 13:59:38 -0700
Subject: [rt-users] Need scrip advice on avoiding users when notifying
	OnCreate
Message-ID: <r2me9f825501005101359nbaf369fdu5cbeb20f6344a388@mail.gmail.com>

To list,

I have need of avoiding a duplication of emails when sending out a
notification when a ticket is created. I want to eliminate any "AdminCc" or
"Cc" that is also the creator of the ticket. My problem seems to be
accessing the Queue watchers info when the ticket hasn't been created yet.
Any help would be greatly appreciated.

Kenn
LBNL
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From lev at vpac.org  Mon May 10 18:56:36 2010
From: lev at vpac.org (Lev Lafayette)
Date: Tue, 11 May 2010 08:56:36 +1000 (EST)
Subject: [rt-users] Different authentication methods for different queues
In-Reply-To: <20100510200021.GA16269@jibsheet.com>
Message-ID: <1211391021.20948.1273532196140.JavaMail.root@mail.vpac.org>


----- "Kevin Falcone" <falcone at bestpractical.com> wrote:

> On Fri, Apr 16, 2010 at 05:17:58PM -0400, Andy Harrison wrote:
> > On Wed, Apr 14, 2010 at 12:13 AM, Lev Lafayette <lev at vpac.org>
> wrote:
> > >
> > > We have our rt web interface behind https requiring authentication
> through LDAP.
> > >
> > > However we have certain queues that would like to provide
> outsiders (that is, people outside our LDAP) to connect to, preferably
> with a more limited interface. Their authentication could be through
> something like .htpassword
> > >
> > > Has anyone tried anything like this?
> > 
> > If you're achieving your ldap auth via the apache module, it will
> be
> > more difficult.  However, if you can use it, the
> > RT::Authen::ExternalAuth module will allow you to set up multiple
> > authentication sources.
> > 
> > http://wiki.bestpractical.com/view/ExternalAuth
> > 
> > I have it working using two ldap sources.
> 
> If you're using RT::Authen::ExternalAuth then you can just use
> internal RT accounts and the SelfService UI and configure your rights
> properly and you'll get the feature the original poster sounds like
> he
> was looking for.

I want to express my most sincere thanks to both Kevin and Andy for their 
assistance here; exactly what I was looking for.

All the best,

-- 
Lev Lafayette, Systems Administrator, Victorian Partnership for Advanced Computing, lev at vpac.org
"If you are sending a reply to a message or a posting be sure you summarize the original at the top of the message, or include just enough text of the original to give a context. This will make sure readers understand when they start to read your response."  RFC 1855
110 Victoria Street                                        phone:   03 9925 4909
Carlton South, Victoria 3053,  Australia          mobile:  0432 255 208


From stuart.browne at ausregistry.com.au  Mon May 10 19:16:35 2010
From: stuart.browne at ausregistry.com.au (Stuart Browne)
Date: Tue, 11 May 2010 09:16:35 +1000
Subject: [rt-users] what is the best way of changing FQDN while keeping
 the	old?
In-Reply-To: <AANLkTik4DBfxyGRkSTKPH8ilOmxPrTpffSUjz-WYf6uE@mail.gmail.com>
References: <AANLkTik4DBfxyGRkSTKPH8ilOmxPrTpffSUjz-WYf6uE@mail.gmail.com>
Message-ID: <8CEF048B9EC83748B1517DC64EA130FB3E3DA065D5@off-win2003-01.ausregistrygroup.local>

> -----Original Message-----
> From: slamp slamp
> Sent: Tuesday, 11 May 2010 04:19
> 
> For example:
> 
> From rt.domA.com to rt.domB.com.
> 
> From support at domA.com to support at domB.com
> 
> During the transition, we would still like to support rt.domA.com via
> a redirecto rt.domB.com (apache). And e-mail to support at domA.com go to
> support at domB.com (sendmail).
> 
> Has anyone done this before?

This is what the 'virtusertable' in Sendmail is for.  You can map an entire domain to another entire domain:

>From /usr/share/sendmail-cf/README (RHEL box, sendmail-cf package):

The username from the original address is passed as %1 allowing:

        @foo.org        %1 at example.com




From simonl at bigair.net.au  Mon May 10 22:17:13 2010
From: simonl at bigair.net.au (Simon Liang)
Date: Tue, 11 May 2010 12:17:13 +1000
Subject: [rt-users] RT Database Upgrade 3.4.5 -> 3.8.6
Message-ID: <E02B1FA4FEDE4B4186B4D759C471103534902FD8EE@EXCHANGE.BigAir.local>

Hi guys,

We've upgraded to 3.8.5 with no problems, but however upgrading the database is a different story:

**********************************************************
rt3:~/rt-3.8.6# mysql -u rt_upgrader -p -h 10.2.0.63 rt3_upgrade2
Enter password:
Reading table information for completion of table and column names
You can turn off this feature to get a quicker startup with -A

Welcome to the MySQL monitor.  Commands end with ; or \g.
Your MySQL connection id is 529971
Server version: 5.0.26-Debian_3-log Debian etch distribution

Type 'help;' or '\h' for help. Type '\c' to clear the buffer.

mysql> exit
Bye
rt3:~/rt-3.8.6# pwd
/root/rt-3.8.6
rt3:~/rt-3.8.6# /root/rt-3.8.6/sbin/rt-setup-database --dba rt_upgrader --action upgrade
In order to create or update your RT database, this script needs to connect to your  SQLite instance on 10.2.0.63 as rt_upgrader
Please specify that user's database password below. If the user has no database
password, just press return.

Password:
Working with:
Type:   SQLite
Host:   10.2.0.63
Name:   rt3_upgrade2
User:   rt_upgrader
DBA:    rt_upgrader
Enter RT version you're upgrading from: 3.4.5

Going to apply following upgrades:
* 3.5.1
* 3.7.1
* 3.7.3
* 3.7.10
* 3.7.15
* 3.7.19
* 3.7.81
* 3.7.82
* 3.7.85
* 3.7.86
* 3.7.87
* 3.8.0
* 3.8.1
* 3.8.2
* 3.8.3
* 3.8.4
* 3.8.6

Enter RT version if you want to stop upgrade at some point,
  or leave it blank if you want apply above upgrades:

IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP

Proceed [y/N]:y
Processing 3.5.1
DBI connect('dbname=/root/rt-3.8.6/var/rt3_upgrade2;host=10.2.0.63','rt_upgrader',...) failed: unable to open database file at /usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 108
Connect Failed unable to open database file
 at /root/rt-3.8.6/sbin/../lib/RT.pm line 204
**********************************************************

Why is the dbname "/root/rt-3.8.6/var/rt3_upgrade2"? Not too sure why it's not working... thanks in advance for any help.
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From rtlistuser at faredge.com.au  Tue May 11 01:00:08 2010
From: rtlistuser at faredge.com.au (Chris Herrmann)
Date: Tue, 11 May 2010 15:00:08 +1000 (EST)
Subject: [rt-users] Creating templates for data entry boxes
Message-ID: <11370.192.168.30.2.1273554008.squirrel@webmail.dhoh.com.au>

Hi,
I'm trying to work out how to create a template / scrip that prepopulates
the Text Area "UpdateContent" on the Update.html page, with an action of
"Comment".

If you have a signature this is inserted into the comment - I'm after
another way of putting text into every comment, that the end user can then
modify. The idea is that this will give them the framework for their
ticket notes - something like:

Start Time:

Problem Description:

Work Performed:

Outcome:

Next Steps:

End Time:

=================

All of the scrip & template wiki entries I can see refer to email-centric
actions - for example "notify Owner on Comment". What I want is
"Prepopulate Message with Template text".

Is there an inbuilt scrip I can use for this purpose, or do I need to
build a custom action? I'm not clear what object I'd be referring to
either, because strictly speaking it's not a Transaction Object because it
doesn't exist yet (i.e. until you hit save). Maybe it's a content object?
I really don't know...

For bonus points I'd love to record starting & ending times automatically,
and use this to populate time worked, but one thing at a time!

Where do I start looking?

Thanks,

Chris



From JoopvandeWege at mococo.nl  Tue May 11 02:52:55 2010
From: JoopvandeWege at mococo.nl (Joop)
Date: Tue, 11 May 2010 08:52:55 +0200
Subject: [rt-users] RT::Action not found after upgrade 3.8.2 -> 3.8.8
In-Reply-To: <AANLkTimvUUEkx0ORjLoQ8JG1lPo4bByRv9IfrI0UoZvz@mail.gmail.com>
References: <AANLkTimvUUEkx0ORjLoQ8JG1lPo4bByRv9IfrI0UoZvz@mail.gmail.com>
Message-ID: <4BE8FEC7.1010800@mococo.nl>

Razvan Cosma wrote:
>  Hi all,
> Just did a ./configure && make upgrade, and while there were no errors 
> and all dependencies seem to be in place, httpd won't start anymore 
> (running on centos with mod_perl), complaining about
You didn't mention that you ran the upgrade scripts that are in the 
./etc/upgrade by issuing the following command and to what it tells you 
todo:

make upgrade-instruct


Regards,

Joop





From JoopvandeWege at mococo.nl  Tue May 11 02:57:07 2010
From: JoopvandeWege at mococo.nl (Joop)
Date: Tue, 11 May 2010 08:57:07 +0200
Subject: [rt-users] RT Database Upgrade 3.4.5 -> 3.8.6
In-Reply-To: <E02B1FA4FEDE4B4186B4D759C471103534902FD8EE@EXCHANGE.BigAir.local>
References: <E02B1FA4FEDE4B4186B4D759C471103534902FD8EE@EXCHANGE.BigAir.local>
Message-ID: <4BE8FFC3.9040109@mococo.nl>

Simon Liang wrote:
>
> Hi guys,
>
> We?ve upgraded to 3.8.5 with no problems, but however upgrading the 
> database is a different story:
>
> **********************************************************
>
> rt3:~/rt-3.8.6# mysql -u rt_upgrader -p -h 10.2.0.63 rt3_upgrade2
>
> Enter password:
>
> Reading table information for completion of table and column names
>
> You can turn off this feature to get a quicker startup with -A
>
> Welcome to the MySQL monitor. Commands end with ; or \g.
>
> Your MySQL connection id is 529971
>
> Server version: 5.0.26-Debian_3-log Debian etch distribution
>
> Type 'help;' or '\h' for help. Type '\c' to clear the buffer.
>
> mysql> exit
>
Yes that is mysql that you're connecting to.

> Bye
>
> rt3:~/rt-3.8.6# pwd
>
> /root/rt-3.8.6
>
> rt3:~/rt-3.8.6# /root/rt-3.8.6/sbin/rt-setup-database --dba 
> rt_upgrader --action upgrade
>
> In order to create or update your RT database, this script needs to 
> connect to your SQLite instance on 10.2.0.63 as rt_upgrader
>

BUT this is SQLite that you're connecting to. MySQL<>SQLite!!!
Looks like you didn't specifiy a database-type during your configure run.
Check config.log, at the top you'll find you ./configure statement with 
its arguments. Rerun it with the correct parameters.

Regards,

Joop



From piotr.teodorowski at contium.pl  Tue May 11 04:43:44 2010
From: piotr.teodorowski at contium.pl (pteodoro)
Date: Tue, 11 May 2010 10:43:44 +0200
Subject: [rt-users] modify Transaction CustomFields
Message-ID: <201005111043.44766.piotr.teodorowski@contium.pl>

Hi,

Is there a way to set Transaction Custom Fields via email?
something like Ticket Custom Fields described on wiki:
http://wiki.bestpractical.com/view/SetTicketPropertiesViaMail

RT 3.8.2

Thanks for any advice.

--
Piotr Teodorowski


From razvan.cosma at gmail.com  Tue May 11 05:17:14 2010
From: razvan.cosma at gmail.com (Razvan Cosma)
Date: Tue, 11 May 2010 12:17:14 +0300
Subject: [rt-users] RT::Action not found after upgrade 3.8.2 -> 3.8.8
In-Reply-To: <4BE8FEC7.1010800@mococo.nl>
References: <AANLkTimvUUEkx0ORjLoQ8JG1lPo4bByRv9IfrI0UoZvz@mail.gmail.com>
	<4BE8FEC7.1010800@mococo.nl>
Message-ID: <AANLkTikLbTdbj8TgXwXWxfbr1cnEyZRy11cOM9qja5NO@mail.gmail.com>

Hi - the database was upgraded as instructed (no errors), and I don't see
anything new in RT_Config that might need to be edited..

On Tue, May 11, 2010 at 9:52 AM, Joop <JoopvandeWege at mococo.nl> wrote:

> Razvan Cosma wrote:
>
>>  Hi all,
>> Just did a ./configure && make upgrade, and while there were no errors and
>> all dependencies seem to be in place, httpd won't start anymore (running on
>> centos with mod_perl), complaining about
>>
> You didn't mention that you ran the upgrade scripts that are in the
> ./etc/upgrade by issuing the following command and to what it tells you
> todo:
>
> make upgrade-instruct
>
>
> Regards,
>
> Joop
>
>
>
>
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From razvan.cosma at gmail.com  Tue May 11 05:30:46 2010
From: razvan.cosma at gmail.com (Razvan Cosma)
Date: Tue, 11 May 2010 12:30:46 +0300
Subject: [rt-users] get RT errors in virtual host log?
Message-ID: <AANLkTimSw9fCvL9Og5CIH_IB0SHzQfeupJ-JBck2eONP@mail.gmail.com>

 Hi - not sure if this is a mod_perl or RT problem:
I have several namevirtualhosts on apache 2 with mod_perl 2, and while each
has an errorlog directive and writes in it as expected, the RT messages, and
only those, go to the main server error_log file. Reading through
Apache2::Log it seems I should include PerlOptions +GlobalRequest in
httpd.conf and override warn() with use Apache2::ServerRec qw(warn) - which
I did, at the beginning of webmux.pl
Still, any warn() goes to the mail error_log, while Apache errors - those
not handled by RT::Mason - go to the virtualhost file.
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From mike.peachey at jennic.com  Tue May 11 05:41:13 2010
From: mike.peachey at jennic.com (Mike Peachey)
Date: Tue, 11 May 2010 10:41:13 +0100
Subject: [rt-users] RT & mysql / LDAP Auth
In-Reply-To: <AANLkTinxvHB_vysfsg0K4XYVEub9wkMBRdfA4fg-GQjr@mail.gmail.com>
References: <sig.1746a2ff86.78D290A81905884FAFF0C025F980FA0A0261@pippa.internal.hosteurope.com>
	<AANLkTinxvHB_vysfsg0K4XYVEub9wkMBRdfA4fg-GQjr@mail.gmail.com>
Message-ID: <4BE92639.3080300@jennic.com>

james machado wrote:
> 
> 
> this is the part that is probably killing you on your LDAP
> authentication piece.  Active Directory does not allow anonymous bind
> for LDAP authentication. 

Not true, you just have to configure it. I use anonymous bind - just
means my own account has to not be a domain admin because anonymous bind
doesn't seem to return privileged accounts.

-- 
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 raghusiddarth at gmail.com  Tue May 11 08:58:22 2010
From: raghusiddarth at gmail.com (Raghu Siddarth)
Date: Tue, 11 May 2010 18:28:22 +0530
Subject: [rt-users] RT::Action not found after upgrade 3.8.2 -> 3.8.8
In-Reply-To: <AANLkTikdmbtyBfZ0hlSd7R83OdyK3TRH0AbLktX5kLKl@mail.gmail.com>
References: <AANLkTimvUUEkx0ORjLoQ8JG1lPo4bByRv9IfrI0UoZvz@mail.gmail.com>
	<C5C7E297C4A0ED4093C5CBF8DC0B3805C8655A2E5B@PEMEXMBXVS01.jellyfishnet.co.uk.local>
	<87458E9581E41E4F8FFD60620074085604CFA816@mail01.widexs.local>
	<AANLkTildNzCnkYI4hlrXVxW7NX_1StySAG32wBUyeK91@mail.gmail.com>
	<AANLkTilPyr5BLZmopnyJg6FOQxGSM_zyHafbRX2MUBZS@mail.gmail.com>
	<AANLkTikdmbtyBfZ0hlSd7R83OdyK3TRH0AbLktX5kLKl@mail.gmail.com>
Message-ID: <AANLkTiks8HgSMZOAy84ulyFyfbQ4QvWiFi3rlR3htJPq@mail.gmail.com>

I got the same issue here. Upgrade script went through without any errors,
cleared mason and restarted apache, but it failed to start with the
following error :

[error] Require of RT::Action:: failed.

Can't locate RT/Action/.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib
/opt/rt3/local/plugins/RT-Extension-PriorityAsString/lib /opt/rt3/bin/../lib
/etc/perl /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8
/usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8
/usr/local/lib/site_perl . /etc/apache2) at (eval 1318) line
3.\n\nCompilation failed in require at (eval 2) line 1.

[error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server
ritsnet-rt.mine.nu:0, exiting...


Thanks Razvan for the quick fix below. It worked for me. I'm trying to
understand why are only a few users getting affected.

 -- Raghu Siddarth

On Mon, May 10, 2010 at 5:03 PM, Razvan Cosma <razvan.cosma at gmail.com>wrote:

> Can't figure out the problem source, and I am in a hurry, so for now:
> if(eval "require $type") {
>     $self->{'Action'}  = $type->new ( Argument => $self->Argument,
>                                       CurrentUser => $self->CurrentUser,
>                                       ScripActionObj => $self,
>                                       ScripObj => $args{'ScripObj'},
>                                       TemplateObj => $self->TemplateObj,
>                                       TicketObj => $args{'TicketObj'},
>                                       TransactionObj =>
> $args{'TransactionObj'},
>                                     );
>     } else {
>       warn "Require of $type failed.\n$@\n";
>     }
> Then application seems to work fine otherwise.
>
>
> On Mon, May 10, 2010 at 2:22 PM, Razvan Cosma <razvan.cosma at gmail.com>wrote:
>
>> OK, tried another trick now: created a RT/Action/.pm file that only does
>> print caller(); and it seems it's called from RT::ScripAction which leads to
>> the file ScripAction_Overlay.pm and at line 173
>> eval "require $type" || die "Require of $type failed.\n$@\n";
>> still digging..
>>
>>
>>> On Mon, May 10, 2010 at 2:17 PM, Richard Pijnenburg <Richard at widexs.nl>wrote:
>>>
>>>>  I have the same issue.
>>>>
>>>> Cleaned the mason cache and restarted apache, but same result.
>>>>
>>>>
>>>>
>>>> Met vriendelijke groet / With kind regards,
>>>>
>>>> Richard Pijnenburg
>>>> Changes and Incident Coordinator
>>>>
>>>> WideXS                                  http://www.widexs.nl
>>>> Tel +31 (0)20 7570780              Fax +31 (0)20 6116302
>>>> Zekeringstraat 43,                    1014 BV Amsterdam, NL
>>>>
>>>>
>>>>
>>>> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
>>>> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Steve Anderson
>>>> *Sent:* Monday, May 10, 2010 12:43 PM
>>>> *To:* Razvan Cosma; rt-users at lists.bestpractical.com
>>>> *Subject:* Re: [rt-users] RT::Action not found after upgrade 3.8.2 ->
>>>> 3.8.8
>>>>
>>>>
>>>>
>>>> Did you do the step of wiping out the Mason cache?
>>>>
>>>>
>>>>
>>>> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
>>>> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Razvan Cosma
>>>> *Sent:* 10 May 2010 11:35 AM
>>>> *To:* rt-users at lists.bestpractical.com
>>>> *Subject:* [rt-users] RT::Action not found after upgrade 3.8.2 -> 3.8.8
>>>>
>>>>
>>>>
>>>>  Hi all,
>>>> Just did a ./configure && make upgrade, and while there were no errors
>>>> and all dependencies seem to be in place, httpd won't start anymore (running
>>>> on centos with mod_perl), complaining about
>>>> [error] Require of RT::Action:: failed.\nCan't locate RT/Action/.pm in
>>>> @INC
>>>> This looks like a typo in some file or scrip, but I have done a grep in
>>>> the webroot, and deleted all my scrips from mysql - it wasn't there
>>>> There's no file name in the error, only
>>>> at (eval 2442) line 3.\n\nCompilation failed in require at (eval 2) line
>>>> 1.\n
>>>> Any hints on where this eval happens?
>>>> Thank you very much
>>>>
>>>>
>>>>  ------------------------------
>>>>
>>>> This email has been scanned by Netintelligence
>>>> http://www.netintelligence.com/email
>>>>  ------------------------------
>>>>
>>>>
>>>>  ------------------------------
>>>>
>>>> BiP Solutions Limited is a company registered in Scotland with Company
>>>> Number SC086146 and VAT number 383030966 and having its registered
>>>> office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.
>>>>
>>>>
>>>> ****************************************************************************
>>>> This e-mail (and any attachment) is intended only for the attention of
>>>> the addressee(s). Its unauthorised use, disclosure, storage or copying
>>>> is not permitted. If you are not the intended recipient, please destroy
>>>> all copies and inform the sender by return e-mail.
>>>> This e-mail (whether you are the sender or the recipient) may be
>>>> monitored, recorded and retained by BiP Solutions Ltd.
>>>> E-mail monitoring/ blocking software may be used, and e-mail content may
>>>> be read at any time.You have a responsibility to ensure laws are not
>>>> broken when composing or forwarding e-mails and their contents.
>>>>
>>>> ****************************************************************************
>>>>
>>>
>>>
>>>
>>
>
>
> 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 ronald.higgins at gmail.com  Tue May 11 09:09:06 2010
From: ronald.higgins at gmail.com (ronald higgins)
Date: Tue, 11 May 2010 15:09:06 +0200
Subject: [rt-users] mass user rename
Message-ID: <AANLkTilV_y0vtIAL3aYN6nFT5oNlwA7ewUoDWnAHuI3B@mail.gmail.com>

Hi RT users.

I need to perform a mass rename on 80% of our user account usernames,
other than as root going CONFIGURATION->Users-TargetUser & changing
the username
on a per user basis is there a quicker method to perform this ?

Regards

Ronald


From raghusiddarth at gmail.com  Tue May 11 09:22:07 2010
From: raghusiddarth at gmail.com (Raghu Siddarth)
Date: Tue, 11 May 2010 18:52:07 +0530
Subject: [rt-users] Double spacing problem In RT 3.8.7
In-Reply-To: <20100317190154.GC23640@bestpractical.com>
References: <44cfd4d11003032315kc877465ybe0e6bdef851351f@mail.gmail.com>
	<44cfd4d11003170112g2f84c5feufa7e870eddcd1474@mail.gmail.com>
	<20100317190154.GC23640@bestpractical.com>
Message-ID: <AANLkTinT7FdFLDvwu8Oo7F6F8pcX2-Apz9mcy9t4YdTT@mail.gmail.com>

Upgraded to 3.8.8 but the issues still persists. Any transaction between MS
outlook and the ticketing system adds extra spaces.

Aren't other RT users facing this same issue?

Thanks,
-- 
Raghu Siddarth

On Thu, Mar 18, 2010 at 12:31 AM, Jesse Vincent <jesse at bestpractical.com>wrote:

>
>
>
> On Wed 17.Mar'10 at 13:42:36 +0530, Rags wrote:
> > I've tried lots of things, but the double spacing still remains.
> >
> > What is odd is that mails sent without using the Web interface gets a
> space
> > added for "everyline". Every space get's doubled. I know in the mailing
> list
> > this was said to be due to the fckeditor, but I'm using simple mail. I've
> > disabled the editor but the issue is still present.
> >
> > I'm using the latest RT 3.8.7 - what could be the problem?
>
> The very short version is that recent outlook has decided that in the
> plaintext version of messages you send, hitting return means "paragraph
> break. send two newlines!"   There are some improvements in what will
> become RT 3.8.8. Additional improvement can be had by moving your RT
> templates over to text/html, which RT will dutifully turn into a
> multipart/alternative.
>
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v1.4.9 (GNU/Linux)
>
> iEYEARECAAYFAkuhJyIACgkQEi9d9xCOQEabbgCgs4bmgK2piP8bSBNTzfnY2jRk
> FJwAoLufxXsWTZuDssseK1Qnl7ODKBoa
> =5axv
> -----END PGP SIGNATURE-----
>
>
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From raubvogel at gmail.com  Tue May 11 10:25:43 2010
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Tue, 11 May 2010 10:25:43 -0400
Subject: [rt-users] No To: Field being generated.
Message-ID: <AANLkTimTSrZNsyP_yfRxBzMtXV7SxW9BlmNeS2QjneOI@mail.gmail.com>

For some reason messages/tickets sent by RT have no To: Fields, only
Reply-To:. Why would it be doing that? Looking into SendEmail.pm,

sub To {
    my $self = shift;
    return ($self->_AddressesFromHeader('To'));
}

it makes me think the To: field in the head object was not
extracted/populated. Am I on the right track or just idling aimlessly?


From jose.fernandez at naxos-fr.net  Tue May 11 10:51:23 2010
From: jose.fernandez at naxos-fr.net (=?ISO-8859-1?Q?jos=E9?= fernandez)
Date: Tue, 11 May 2010 16:51:23 +0200
Subject: [rt-users] View tickets created via email
Message-ID: <1273589483.7944.68.camel@Dream.naxos-fr.net>

Hello All,

Is it possible when an unprivileged user to create a ticket via email,
as it appears in its interface  RT3 in open tickets?

Thank you
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From drasar at ics.muni.cz  Tue May 11 11:15:18 2010
From: drasar at ics.muni.cz (Martin Drasar)
Date: Tue, 11 May 2010 17:15:18 +0200
Subject: [rt-users] View tickets created via email
In-Reply-To: <1273589483.7944.68.camel@Dream.naxos-fr.net>
References: <1273589483.7944.68.camel@Dream.naxos-fr.net>
Message-ID: <4BE97486.40600@ics.muni.cz>

Dne 11.5.2010 16:51, jos? fernandez napsal(a):
> Hello All,
> 
> Is it possible when an unprivileged user to create a ticket via email,
> as it appears in its interface  RT3 in open tickets?
> 
> Thank you
> 

Hello jose,
it is possible. You just need to allow 'Everyone' group to create tickets.
To do so go into: Configuration -> Global -> Group rights
And for system group 'Everyone' grant the 'CreateTicket' right.
I also suggest to grant 'ReplyToTicket' right as well.

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 kfcrocker at lbl.gov  Tue May 11 11:30:48 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 11 May 2010 08:30:48 -0700
Subject: [rt-users] modify Transaction CustomFields
In-Reply-To: <201005111043.44766.piotr.teodorowski@contium.pl>
References: <201005111043.44766.piotr.teodorowski@contium.pl>
Message-ID: <s2re9f825501005110830zf08e6329n1b2ae8e7ec0afbbf@mail.gmail.com>

pteodoro,

Yep. you have to have CommandByMail installed. The instructions tell you how
to use it.

Kenn
LBNL

On Tue, May 11, 2010 at 1:43 AM, pteodoro <piotr.teodorowski at contium.pl>wrote:

> Hi,
>
> Is there a way to set Transaction Custom Fields via email?
> something like Ticket Custom Fields described on wiki:
> http://wiki.bestpractical.com/view/SetTicketPropertiesViaMail
>
> RT 3.8.2
>
> Thanks for any advice.
>
> --
> Piotr Teodorowski
>
> 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  Tue May 11 12:08:01 2010
From: jblaine at kickflop.net (Jeff Blaine)
Date: Tue, 11 May 2010 12:08:01 -0400
Subject: [rt-users] "This is a brand new ticket" test in Scrip custom
 condition
In-Reply-To: <4BE853BC.9010306@kickflop.net>
References: <4BE853BC.9010306@kickflop.net>
Message-ID: <4BE980E1.4040807@kickflop.net>

[ Answering self ]

     # custom condition
     if ($self->TransactionObj->Type eq "Create") {
         return 1;
     }

     # other custom condition code here...

On 5/10/2010 2:43 PM, Jeff Blaine wrote:
> Probably an easy answer to this one.
>
> I have a custom condition for a scrip which deals with a
> custom field. The condition and the rest of the code all works
> great, except when the submitted ticket is *brand new*
> (New ticket in --> queuename).
>
> I would like to add to my custom condition logic to ensure
> that this case is also addressed.
>
> How does one query for "is this transaction creating a new
> ticket?"
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From elacour at easter-eggs.com  Tue May 11 12:15:43 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Tue, 11 May 2010 18:15:43 +0200
Subject: [rt-users] Too many tickets in queue?
In-Reply-To: <x2pbdbd084b1005031038m48f1c9cdnfd59d756208d6583@mail.gmail.com>
References: <5054.1270650286@malison.ait.iastate.edu>
	<20100407155335.GC29044@bestpractical.com>
	<20100430140606.GE3197@easter-eggs.com>
	<x2pbdbd084b1005031038m48f1c9cdnfd59d756208d6583@mail.gmail.com>
Message-ID: <20100511161543.GK3194@easter-eggs.com>

On Mon, May 03, 2010 at 07:38:45PM +0200, Torsten Brumm wrote:
> Hi Emmanuel,
> i think jesse is talking about our installation ;-)
> 

thanks, that's an interresting setup.



From Markus.Kummer at t-systems.com  Tue May 11 12:47:17 2010
From: Markus.Kummer at t-systems.com (Markus.Kummer at t-systems.com)
Date: Tue, 11 May 2010 18:47:17 +0200
Subject: [rt-users] Problems with permissions (bug?)
Message-ID: <6794FA491BD5754DB88F0A3D1E53C2F3014AE1F2@S4DE8PSAAQG.t-systems.com>

Dear list,

I'm using rt 3.8.8 and facing problems in setting up permissions for a queue.

What I want is that users see the tickets they have requested in a certain queue only.
So user A cannot see tickets requested by user B and vice versa.

So I applied the following rights

-> Configuration -> Queues -> Group rights

Roles

Requestor:
 
- CommentOnTicket
- DeleteTicket
- ForwardMessage
- ModifyCustomField
- ModifyTicket
- OwnTicket
- ReplyToTicket
- SeeCustomField
- ShowOutgoingEmail
- ShowTicket
- ShowTicketComments
- StealTicket
- TakeTicket
- Watch
- WatchAsAdminCc

User defined groups

1_rt_eval

- SeeQueue
- CreateTicket

2_rt_eval

- SeeQueue
- CreateTicket

This basically works, but when a user logs in he finds an empty RT at a glance page.
But searching for his email address gives the expected results.
So my only problem is that the Queue is not displayed in the Quicksearch.
After a lot of searching in the mailing list archives I got some hints.

I applied the following rights additionally:

System groups

Privileged:

- SeeQueue  
- CreateTicket
- ShowTicket

After login the Quicksearch is populated with that queue but all tickets are shown.
So I removed the ShowTicket right from Privileged (while the user is still logged in). After a reload of the RT at a glance page the user sees the queue in the quicksearch. Following the link shows the correct tickets (the ticket count is wrong but this doesn't matter).

Everything fine so far, but when the user logs out and in again Quicksearch is empty again. This is fully reproducible.

Do I miss something here or is this a bug?

Thanks for any help!

Markus
============================================
T-Systems International GmbH
SDU Telco NPS
Vorgebirgsstr. 49
53119 Bonn
Tel: + 49 228 9841 3820
E-Mail: markus.kummer at t-systems.com 

T-Systems International GmbH
Aufsichtsrat: Ren? Obermann (Vorsitzender)
Gesch?ftsf?hrung: Reinhard Clemens (Vorsitzender), Dr. Ferri Abolhassan, Olaf Heyden, Joachim Langmack, Dr. Matthias Schuster, Klaus Werner
Handelsregister: Amtsgericht Frankfurt am Main HRB 55933 Sitz der Gesellschaft: Frankfurt am Main WEEE-Reg.-Nr. DE87523644


From cloos at netcologne.de  Tue May 11 13:04:35 2010
From: cloos at netcologne.de (Christian Loos)
Date: Tue, 11 May 2010 19:04:35 +0200
Subject: [rt-users] RealName instead of Name
In-Reply-To: <39682.3462.6290-24858-1680183640-1273502150@seznam.cz>
References: <39682.3462.6290-24858-1680183640-1273502150@seznam.cz>
Message-ID: <4BE98E23.9070002@netcologne.de>

Am 10.05.2010 16:35, schrieb Milos.Barina:
> Hi everyone,
> 
> after migrating to RT 3.8.7 from 3.6.3, users in drop-down fields  (e.g. QueryBuilder) are shown as RealName instead of Name.  This is considered an inconvenience by some people. 
> Is there an administrative setting to change it back? If not, what would be the recommended way to change it back in the code?
> 
> Thank you in advance for any hint.
> 
> Milos
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 

Hi Milos,

you can use this in your RT_SiteConfig.pm

=item C<$UsernameFormat>

This determines how user info is displayed. 'concise' will show one of
either NickName, RealName, Name or EmailAddress, depending on what exists
and whether the user is privileged or not. 'verbose' will show RealName and
EmailAddress.

=cut

Set($UsernameFormat, 'concise');

If you set this to 'verbose' you see RealName, email and Username.
It is not the same as before but you can distinguish between user with
the same name.

Chris


From kfcrocker at lbl.gov  Tue May 11 13:15:35 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 11 May 2010 10:15:35 -0700
Subject: [rt-users] Problems with permissions (bug?)
In-Reply-To: <6794FA491BD5754DB88F0A3D1E53C2F3014AE1F2@S4DE8PSAAQG.t-systems.com>
References: <6794FA491BD5754DB88F0A3D1E53C2F3014AE1F2@S4DE8PSAAQG.t-systems.com>
Message-ID: <s2ge9f825501005111015l16b43a84y522a96486973cee7@mail.gmail.com>

Markus,

It seems you want the Requestor to basically create, own and modify their
own requested ticket? You granted some rights to Privileged and then granted
the same rights again to a couple groups. If they have the right as a
privileged user, then you do not need to grant the same rights again to a
group, since only privileged users can be in a group.
I would grant "SeeQueue" and "CreateTicket" to privileged users and then
grant what you want to the requestor. Apparently,  the groups are
extraneous, so don't bother with them. If you can make a distinction between
what kind of privileges are necessary between groups and certain roles, then
create the group and add members. Also, I HOPe you are not granting any
rights to individual users. WAY BAD! Too much maintenance if you have a lot
of users.

Hope this helps.

Kenn
LBNL

On Tue, May 11, 2010 at 9:47 AM, <Markus.Kummer at t-systems.com> wrote:

> Dear list,
>
> I'm using rt 3.8.8 and facing problems in setting up permissions for a
> queue.
>
> What I want is that users see the tickets they have requested in a certain
> queue only.
> So user A cannot see tickets requested by user B and vice versa.
>
> So I applied the following rights
>
> -> Configuration -> Queues -> Group rights
>
> Roles
>
> Requestor:
>
> - CommentOnTicket
> - DeleteTicket
> - ForwardMessage
> - ModifyCustomField
> - ModifyTicket
> - OwnTicket
> - ReplyToTicket
> - SeeCustomField
> - ShowOutgoingEmail
> - ShowTicket
> - ShowTicketComments
> - StealTicket
> - TakeTicket
> - Watch
> - WatchAsAdminCc
>
> User defined groups
>
> 1_rt_eval
>
> - SeeQueue
> - CreateTicket
>
> 2_rt_eval
>
> - SeeQueue
> - CreateTicket
>
> This basically works, but when a user logs in he finds an empty RT at a
> glance page.
> But searching for his email address gives the expected results.
> So my only problem is that the Queue is not displayed in the Quicksearch.
> After a lot of searching in the mailing list archives I got some hints.
>
> I applied the following rights additionally:
>
> System groups
>
> Privileged:
>
> - SeeQueue
> - CreateTicket
> - ShowTicket
>
> After login the Quicksearch is populated with that queue but all tickets
> are shown.
> So I removed the ShowTicket right from Privileged (while the user is still
> logged in). After a reload of the RT at a glance page the user sees the
> queue in the quicksearch. Following the link shows the correct tickets (the
> ticket count is wrong but this doesn't matter).
>
> Everything fine so far, but when the user logs out and in again Quicksearch
> is empty again. This is fully reproducible.
>
> Do I miss something here or is this a bug?
>
> Thanks for any help!
>
> Markus
> ============================================
> T-Systems International GmbH
> SDU Telco NPS
> Vorgebirgsstr. 49
> 53119 Bonn
> Tel: + 49 228 9841 3820
> E-Mail: markus.kummer at t-systems.com
>
> T-Systems International GmbH
> Aufsichtsrat: Ren? Obermann (Vorsitzender)
> Gesch?ftsf?hrung: Reinhard Clemens (Vorsitzender), Dr. Ferri Abolhassan,
> Olaf Heyden, Joachim Langmack, Dr. Matthias Schuster, Klaus Werner
> Handelsregister: Amtsgericht Frankfurt am Main HRB 55933 Sitz der
> Gesellschaft: Frankfurt am Main WEEE-Reg.-Nr. DE87523644
>
> 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  Tue May 11 13:20:04 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 11 May 2010 21:20:04 +0400
Subject: [rt-users] RT::Action not found after upgrade 3.8.2 -> 3.8.8
In-Reply-To: <AANLkTiks8HgSMZOAy84ulyFyfbQ4QvWiFi3rlR3htJPq@mail.gmail.com>
References: <AANLkTimvUUEkx0ORjLoQ8JG1lPo4bByRv9IfrI0UoZvz@mail.gmail.com>
	<C5C7E297C4A0ED4093C5CBF8DC0B3805C8655A2E5B@PEMEXMBXVS01.jellyfishnet.co.uk.local>
	<87458E9581E41E4F8FFD60620074085604CFA816@mail01.widexs.local>
	<AANLkTildNzCnkYI4hlrXVxW7NX_1StySAG32wBUyeK91@mail.gmail.com>
	<AANLkTilPyr5BLZmopnyJg6FOQxGSM_zyHafbRX2MUBZS@mail.gmail.com>
	<AANLkTikdmbtyBfZ0hlSd7R83OdyK3TRH0AbLktX5kLKl@mail.gmail.com>
	<AANLkTiks8HgSMZOAy84ulyFyfbQ4QvWiFi3rlR3htJPq@mail.gmail.com>
Message-ID: <AANLkTimUzFp0-qjyFTyYYmuLeUkB7mBuKQtDF7aWSPSm@mail.gmail.com>

Hello,

Try to change RT::InitClasses( Heavy => 1 ) to RT::InitClasses( Heavy
=> 0 ) in webmux.pl instead of using the patch (revert it) and report
back if it helps.

On Tue, May 11, 2010 at 4:58 PM, Raghu Siddarth <raghusiddarth at gmail.com> wrote:
> I got the same issue here. Upgrade script went through without any errors,
> cleared mason and restarted apache, but it failed to start with the
> following error :
>
> [error] Require of RT::Action:: failed.
>
> Can't locate RT/Action/.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib
> /opt/rt3/local/plugins/RT-Extension-PriorityAsString/lib /opt/rt3/bin/../lib
> /etc/perl /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8
> /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8
> /usr/local/lib/site_perl . /etc/apache2) at (eval 1318) line
> 3.\n\nCompilation failed in require at (eval 2) line 1.
>
> [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server
> ritsnet-rt.mine.nu:0, exiting...
>
>
> Thanks Razvan for the quick fix below. It worked for me. I'm trying to
> understand why are only a few users getting affected.
>
> ?-- Raghu Siddarth
>
> On Mon, May 10, 2010 at 5:03 PM, Razvan Cosma <razvan.cosma at gmail.com>
> wrote:
>>
>> Can't figure out the problem source, and I am in a hurry, so for now:
>> if(eval "require $type") {
>> ??? $self->{'Action'}? = $type->new ( Argument => $self->Argument,
>> ????????????????????????????????????? CurrentUser => $self->CurrentUser,
>> ????????????????????????????????????? ScripActionObj => $self,
>> ????????????????????????????????????? ScripObj => $args{'ScripObj'},
>> ????????????????????????????????????? TemplateObj => $self->TemplateObj,
>> ????????????????????????????????????? TicketObj => $args{'TicketObj'},
>> ????????????????????????????????????? TransactionObj =>
>> $args{'TransactionObj'},
>> ??????????????????????????????????? );
>> ??? } else {
>> ????? warn "Require of $type failed.\n$@\n";
>> ??? }
>> Then application seems to work fine otherwise.
>>
>> On Mon, May 10, 2010 at 2:22 PM, Razvan Cosma <razvan.cosma at gmail.com>
>> wrote:
>>>
>>> OK, tried another trick now: created a RT/Action/.pm file that only does
>>> print caller(); and it seems it's called from RT::ScripAction which leads to
>>> the file ScripAction_Overlay.pm and at line 173
>>> eval "require $type" || die "Require of $type failed.\n$@\n";
>>> still digging..
>>>
>>>>
>>>> On Mon, May 10, 2010 at 2:17 PM, Richard Pijnenburg <Richard at widexs.nl>
>>>> wrote:
>>>>>
>>>>> I have the same issue.
>>>>>
>>>>> Cleaned the mason cache and restarted apache, but same result.
>>>>>
>>>>>
>>>>>
>>>>> Met vriendelijke groet / With kind regards,
>>>>>
>>>>> Richard Pijnenburg
>>>>> Changes and Incident Coordinator
>>>>>
>>>>> WideXS????????????????????????????????? http://www.widexs.nl
>>>>> Tel +31 (0)20 7570780????????????? Fax +31 (0)20 6116302
>>>>> Zekeringstraat 43,??????????????????? 1014 BV Amsterdam, NL
>>>>>
>>>>>
>>>>>
>>>>> From: rt-users-bounces at lists.bestpractical.com
>>>>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Steve
>>>>> Anderson
>>>>> Sent: Monday, May 10, 2010 12:43 PM
>>>>> To: Razvan Cosma; rt-users at lists.bestpractical.com
>>>>> Subject: Re: [rt-users] RT::Action not found after upgrade 3.8.2 ->
>>>>> 3.8.8
>>>>>
>>>>>
>>>>>
>>>>> Did you do the step of wiping out the Mason cache?
>>>>>
>>>>>
>>>>>
>>>>> From: rt-users-bounces at lists.bestpractical.com
>>>>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Razvan Cosma
>>>>> Sent: 10 May 2010 11:35 AM
>>>>> To: rt-users at lists.bestpractical.com
>>>>> Subject: [rt-users] RT::Action not found after upgrade 3.8.2 -> 3.8.8
>>>>>
>>>>>
>>>>>
>>>>> ?Hi all,
>>>>> Just did a ./configure && make upgrade, and while there were no errors
>>>>> and all dependencies seem to be in place, httpd won't start anymore (running
>>>>> on centos with mod_perl), complaining about
>>>>> [error] Require of RT::Action:: failed.\nCan't locate RT/Action/.pm in
>>>>> @INC
>>>>> This looks like a typo in some file or scrip, but I have done a grep in
>>>>> the webroot, and deleted all my scrips from mysql - it wasn't there
>>>>> There's no file name in the error, only
>>>>> at (eval 2442) line 3.\n\nCompilation failed in require at (eval 2)
>>>>> line 1.\n
>>>>> Any hints on where this eval happens?
>>>>> Thank you very much
>>>>>
>>>>>
>>>>>
>>>>> ________________________________
>>>>>
>>>>> This email has been scanned by Netintelligence
>>>>> http://www.netintelligence.com/email
>>>>>
>>>>> ________________________________
>>>>>
>>>>>
>>>>>
>>>>> ________________________________
>>>>>
>>>>> BiP Solutions Limited is a company registered in Scotland with Company
>>>>> Number SC086146 and VAT number 383030966 and having its registered
>>>>> office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.
>>>>>
>>>>>
>>>>> ****************************************************************************
>>>>> This e-mail (and any attachment) is intended only for the attention of
>>>>> the addressee(s). Its unauthorised use, disclosure, storage or copying
>>>>> is not permitted. If you are not the intended recipient, please destroy
>>>>> all copies and inform the sender by return e-mail.
>>>>> This e-mail (whether you are the sender or the recipient) may be
>>>>> monitored, recorded and retained by BiP Solutions Ltd.
>>>>> E-mail monitoring/ blocking software may be used, and e-mail content
>>>>> may
>>>>> be read at any time.You have a responsibility to ensure laws are not
>>>>> broken when composing or forwarding e-mails and their contents.
>>>>>
>>>>> ****************************************************************************
>>>>
>>>
>>
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Tue May 11 15:17:41 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 11 May 2010 23:17:41 +0400
Subject: [rt-users] Problems with permissions (bug?)
In-Reply-To: <6794FA491BD5754DB88F0A3D1E53C2F3014AE1F2@S4DE8PSAAQG.t-systems.com>
References: <6794FA491BD5754DB88F0A3D1E53C2F3014AE1F2@S4DE8PSAAQG.t-systems.com>
Message-ID: <AANLkTilol5OxMpQvbsfPDFAO1hthnpHts5WqfwFhLdJC@mail.gmail.com>

On Tue, May 11, 2010 at 8:47 PM,  <Markus.Kummer at t-systems.com> wrote:
> Dear list,
>
> I'm using rt 3.8.8 and facing problems in setting up permissions for a queue.
>
> What I want is that users see the tickets they have requested in a certain queue only.
> So user A cannot see tickets requested by user B and vice versa.
>
> So I applied the following rights
>
> -> Configuration -> Queues -> Group rights
>
> Roles
>
> Requestor:
>
> - CommentOnTicket

Do you really want requestors to comment and see comments?

> - DeleteTicket
> - ForwardMessage
> - ModifyCustomField
> - ModifyTicket
> - OwnTicket

Requestor can own a ticket? Wierd.

> - ReplyToTicket
> - SeeCustomField
> - ShowOutgoingEmail
> - ShowTicket
> - ShowTicketComments

> - StealTicket
> - TakeTicket

This is wierd as well as OwnTicket.

> - Watch
> - WatchAsAdminCc

This is something wierd too.


>
> User defined groups
>
> 1_rt_eval
>
> - SeeQueue
> - CreateTicket
>
> 2_rt_eval
>
> - SeeQueue
> - CreateTicket
>
> This basically works, but when a user logs in he finds an empty RT at a glance page.
> But searching for his email address gives the expected results.
> So my only problem is that the Queue is not displayed in the Quicksearch.
> After a lot of searching in the mailing list archives I got some hints.
>
> I applied the following rights additionally:
>
> System groups
>
> Privileged:
>
> - SeeQueue
> - CreateTicket
> - ShowTicket
>
> After login the Quicksearch is populated with that queue but all tickets are shown.
> So I removed the ShowTicket right from Privileged (while the user is still logged in). After a reload of the RT at a glance page the user sees the queue in the quicksearch. Following the link shows the correct tickets (the ticket count is wrong but this doesn't matter).
>
> Everything fine so far, but when the user logs out and in again Quicksearch is empty again. This is fully reproducible.
>
> Do I miss something here or is this a bug?

Sounds like it, but to be sure clean all sessions in the DB.

> Thanks for any help!

-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Tue May 11 15:21:09 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 11 May 2010 23:21:09 +0400
Subject: [rt-users] No To: Field being generated.
In-Reply-To: <AANLkTimTSrZNsyP_yfRxBzMtXV7SxW9BlmNeS2QjneOI@mail.gmail.com>
References: <AANLkTimTSrZNsyP_yfRxBzMtXV7SxW9BlmNeS2QjneOI@mail.gmail.com>
Message-ID: <AANLkTinAivR-aNoJt2_ruKM45f4BBbSLRusgXhBRqPNf@mail.gmail.com>

Mauricio,

Without logs and additional info we can not help you.

On Tue, May 11, 2010 at 6:25 PM, Mauricio Tavares <raubvogel at gmail.com> wrote:
> For some reason messages/tickets sent by RT have no To: Fields, only
> Reply-To:. Why would it be doing that? Looking into SendEmail.pm,
>
> sub To {
> ? ?my $self = shift;
> ? ?return ($self->_AddressesFromHeader('To'));
> }
>
> it makes me think the To: field in the head object was not
> extracted/populated. Am I on the right track or just idling aimlessly?
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From wim at wittesaele.eu  Tue May 11 15:40:25 2010
From: wim at wittesaele.eu (Wim Wittesaele)
Date: Tue, 11 May 2010 21:40:25 +0200 (CEST)
Subject: [rt-users] SkipTransaction after upgrade to 3.8.8
Message-ID: <24416864.661273606824446.JavaMail.ST5374$@ST5374>

I'm experiencing some problems after upgrading my installation from 3.8.7 to 3.8.8. It seems that my Callbacks are not working anymore. The most important one hides all system transactions as documented here: http://wiki.bestpractical.com/view/HideTransactions/4642. 

The callback is in the same ath as before: /opt/rt3/local/html/Callbacks/MyCallbacks/Ticket/Elements/ShowHistory/SkipTransaction 

Unfortunatly it does'nt seem to do anything. All system messages are still visible. Is there a way to troubleshoot/test callbacks ? 


Wim Wittesaele 

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From falcone at bestpractical.com  Tue May 11 12:00:50 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 11 May 2010 12:00:50 -0400
Subject: [rt-users] Can't call method "as_string" (Kevin Falcone)
In-Reply-To: <8CCAE7D6CE3ECB7-1348-10D1@web-mmc-d08.sysops.aol.com>
References: <8CCAE7D6CE3ECB7-1348-10D1@web-mmc-d08.sysops.aol.com>
Message-ID: <20100511160050.GF16269@jibsheet.com>

On Tue, Apr 20, 2010 at 04:48:47AM -0400, redssr at linuxmail.org wrote:
>  First of all  i am very very sory for the late reply.
> 
>  Appreciable Thanks for your immediate reply. According to your suggestion i
>  can't change the setting in the file as it will require to change settings in my
>  AD server and my seniors are not allowing to do me so.
> 
> 
>  Is there any other way to solved this issue.
>  Thanks in Advance for the same.

>  >                           'group'                 =3D>  'svn Users',
>  >                           'group_attr'            =3D>  'svn Users',

I doubt that the name of your group attribute in AD is svn Users. 

Find out the actual name of the group attribute you want to search on
and change group_attr to that

-kevin
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From Julian.Grunnell at webfusion.com  Wed May 12 05:38:42 2010
From: Julian.Grunnell at webfusion.com (Julian Grunnell)
Date: Wed, 12 May 2010 10:38:42 +0100
Subject: [rt-users] RT & mysql / LDAP Auth
In-Reply-To: <4BE7F3E7.90704@jennic.com>
References: <78D290A81905884FAFF0C025F980FA0A0261@pippa.internal.hosteurope.com>
	<4BE7F3E7.90704@jennic.com>
Message-ID: <sig.074835b037.78D290A81905884FAFF0C025F980FA0A07D0@pippa.internal.hosteurope.com>

>-----Original Message-----
>From: Mike Peachey [mailto:mike.peachey at jennic.com]
>Sent: 10 May 2010 12:54
>To: Julian Grunnell
>Cc: rt-users at lists.bestpractical.com
>Subject: Re: [rt-users] RT & mysql / LDAP Auth
>
>Julian Grunnell wrote:
>> Hi - hoping someone can help me, I'm trying to get the
>> RT::Authen::ExternalAuth plugin to work so I can use LDAP for
>> authentication. Just using mysql at the moment, so want to keep this
>as
>> well. Running RT 3.8.5 on Centos, I'd like mysql auth first and then
>> LDAP next. I've managed to configure this without any errors and my
>> mysql authentication still works after a httpd restart. However LDAP
>> auth never works, I'm not that familiar with LDAP so am hoping if I
>> provide my config and rt.log below someone might be able to point me
>in
>> the right direction:
>
>Looks like the whole thing is dying during the MySQL check.
>
>1. Provide the whole config
>2. Are you sure you're supposed to be using ExternalAuth for MySQL
auth?
>Are you actually using it to check against an external MySQL source, or
>are you trying to use MySQL to check RT's own database?
>
[>] 

The whole config is:

##
## Local settings - overrides RT_Config.pm
##

Set($WebBaseURL, "https://xxx.xxx.xxx");
Set($rtname, 'xxx');
Set($Organization , "xxx");
Set($MinimumPasswordLength , "8");
Set($OwnerEmail , 'julian at xxx.xxx');
Set($SMTPFrom, 'support at xxx.xxx');
Set($Timezone , 'GB/London');
Set($UsernameFormat, 'concise');
Set($OldestTransactionsFirst, '0');
Set($SenderMustExistInExternalDatabase);
Set($LogToSyslog    , 'debug');
Set($UseFriendlyFromLine, 0);
Set($WebDomain, 'xxx.xxx.xxx');
Set($WebDefaultStylesheet, '3.5-default');
Set($WebPort, 443);
Set($MaxInlineBody, 148000);


## Display Webfusion logo / link
##
Set($WebImagesURL , $WebPath . "/NoAuth/images/");  # need this for
below
Set($LogoURL, $WebImagesURL . "xxx-logo.png");
Set($LogoLinkURL, 'http://xxx.xxx.xxx');
Set($LogoImageURL, $WebImagesURL . "xxx.xxx.png");
Set($LogoAltText, "xxx");


# {{{ Logging

Set($LogToSyslog    ,'critical');
Set($LogToScreen    , 'error');
Set($LogToFile      , 'debug');
Set($LogDir, '/opt/rt3/var/log/rt3');
Set($LogToFileNamed , "rt.log");    #log to rt.log


#Set(@Plugins,(qw(RT::Extension::SLA)));
#Set( %ServiceAgreements,
#        Default => '4h',
#        QueueDefault => {
#            'General' => '4h',
#        },
#        Levels => {
#            '2h' => {
#                       StartImmediately => 1,
#                       Resolve => { RealMinutes => 60*2 } },
#            '4h' => {
#                       StartImmediately => 1,
#                       Resolve => { RealMinutes => 60*4 } },
#        },
#    );


#Set(@Plugins,(qw(Extension::QuickDelete RT::FM)));


## MySQL / LDAP Configuration
#
# 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,  [   'My_MySQL',
                                'My_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,  [   'My_MySQL',
                                'My_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','SecondaryLDA
P','Other-DB']);
#
Set($ExternalSettings,      {   # AN EXAMPLE DB SERVICE
                                'My_MySQL'   =>  {      ## GENERIC
SECTION
                                                        # The type of
service (db/ldap/cookie)
                                                        'type'
=>  'db',
                                                        # The server
hosting the service
                                                        'server'
=>  'resolver-db.xxx.com',
                                                        ##
SERVICE-SPECIFIC SECTION
                                                        # The database
name
                                                        'database'
=>  'rt3',
                                                        # The database
table
                                                        'table'
=>  'Users',
                                                        # The user to
connect to the database as
                                                        'user'
=>  'root',
                                                        # The password
to use to connect with
                                                        'pass'
=>  'xxx',
                                                        # The port to
use to connect with (e.g. 3306)
                                                        'port'
=>  '3306',
                                                        # The name of
the Perl DBI driver to use (e.g. mysql)
                                                        'dbi_driver'
=>  'mysql',
                                                        # The field in
the table that holds usernames
                                                        'u_field'
=>  'Name',
                                                        # The field in
the table that holds passwords
                                                        'p_field'
=>  'Password',
                                                        # The Perl
package & subroutine used to encrypt passwords
                                                        # e.g. if the
passwords are stored using the MySQL v3.23 "PASSWORD"
                                                        # function, then
you will need Crypt::MySQL::password, but for the
                                                        # MySQL4+
password function you will need Crypt::MySQL::password41
                                                        # Alternatively,
you could use Digest::MD5::md5_hex or any other
                                                        # encryption
subroutine you can load in your perl installation
                                                        'p_enc_pkg'
=>  'Crypt::MySQL',
                                                        'p_enc_sub'
=>  'password41',
                                                        # If your
p_enc_sub takes a salt as a second parameter,
                                                        # uncomment this
line to add your salt
                                                        #'p_salt'
=>  'SALT',
                                                        #
                                                        # The field and
values in the table that determines if a user should
                                                        # be disabled.
For example, if the field is 'user_status' and the values
                                                        # are
['0','1','2','disabled'] then the user will be disabled if their
                                                        # user_status is
set to '0','1','2' or the string 'disabled'.
                                                        # Otherwise,
they will be considered enabled.
                                                       # 'd_field'
=>  'disabled',
                                                       # 'd_values'
=>  ['0'],
                                                        ## RT ATTRIBUTE
MATCHING SECTION
                                                        # The list of RT
attributes that uniquely identify a user
 
'attr_match_list'           =>  [   'Gecos',
 
'Name'
 
],
                                                        # The mapping of
RT attributes on to field names
                                                        'attr_map'
=>  {   'Name' => 'username',
 
'EmailAddress' => 'email',
 
'ExternalAuthId' => 'username',
 
'Gecos' => 'userID'
 
}
                                                    },
                                # AN EXAMPLE LDAP SERVICE
                                'My_LDAP'       =>  {   ## GENERIC
SECTION
                                                        # The type of
service (db/ldap/cookie)
                                                        'type'
=>  'ldap',
                                                        # The server
hosting the service
                                                        'server'
=>  '172.17.2.1',
                                                        ##
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'
=>  'ldap-rt',
                                                        # The password
RT should use to connect to the LDAP server
                                                        'pass'
=>  'xxx',
                                                        #
                                                        # The LDAP
search base
                                                        'base'
=>  'ou=hosting,ou=corp,dc=internal,dc=hosteurope,dc=com',
                                                        #
                                                        # 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=User)',
                                                        # 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'
=>  'GROUP_NAME',
                                                        # What is the
attribute for the group object that determines membership?
                                                        'group_attr'
=>  'GROUP_ATTR',
                                                        ## 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',
 
'RealName',
 
'WorkPhone',
 
'Address2'
 
],
                                                        # The mapping of
RT attributes on to LDAP attributes
                                                        'attr_map'
=>  {   'Name' => 'sAMAccountName',
 
'EmailAddress' => 'mail',
 
'Organization' => 'physicalDeliveryOfficeName',
 
'RealName' => 'cn',
 
'ExternalAuthId' => 'sAMAccountName',
 
'Gecos' => 'sAMAccountName',
 
'WorkPhone' => 'telephoneNumber',
 
'Address1' => 'streetAddress',
 
'City' => 'l',
 
'State' => 'st',
 
'Zip' => 'postalCode',
 
'Country' => 'co'
 
}
                                                    }
                                }
);

Set( @Plugins, qw(RT::Authen::ExternalAuth) );

1;


So at present users are just authenticating against RT's own DB for user
access. What I'd like to do is keep this but also have LDAP. The reason
being users now have multiple usernames / passwords for different
services we run and I want to use LDAP as a way to simplify this - BUT
in order for this to be done I also need to be able to keep the MySQL
access for now and not break RT for all the users.

The RT DB is on a different physical server and the fact that after I
restarted httpd with the config above and could still login with my
usual (mysql) credentials assumed that atleast part of it was working -
is this not the case?

Thanks.



From Markus.Kummer at t-systems.com  Wed May 12 05:38:59 2010
From: Markus.Kummer at t-systems.com (Markus.Kummer at t-systems.com)
Date: Wed, 12 May 2010 11:38:59 +0200
Subject: [rt-users] Problems with permissions (bug?)
In-Reply-To: <AANLkTilol5OxMpQvbsfPDFAO1hthnpHts5WqfwFhLdJC@mail.gmail.com>
References: <6794FA491BD5754DB88F0A3D1E53C2F3014AE1F2@S4DE8PSAAQG.t-systems.com>
	<AANLkTilol5OxMpQvbsfPDFAO1hthnpHts5WqfwFhLdJC@mail.gmail.com>
Message-ID: <6794FA491BD5754DB88F0A3D1E53C2F3014AE2C6@S4DE8PSAAQG.t-systems.com>

Hi Ken ,hi Ruslan,

thank you for your advice.

I know that my rights config seems to be unlogical, so let me explain why I started like this.

At the moment we have two departments working on incident reports in two queues. Both departments cannot see the other departments queue. Sometimes Dep. A needs to give a ticket to dep. B. In this case we follow a special workflow to realize that (Scrips).
Dep. A change the status of a ticket in their queue to "ext" and write a reply. This procedure creates a "child" ticket in the Queue of dep B. Then Dep B works on that ticket. Some activities in the dep B queue cause a syncronization with the ticket in the queue of dep A. After the ticket is "resolved" in dep B the status of the parent ticket in queue of dep A is set to "fixed" and the workflow ends.
This workflow causes a lot of confusion for the users. They forget to write a reply after changing the status to "ext" and so on.
To make it more simple we want to merge the two queues and find another way to seperate the tickets of the two departments.    

What I posted before was the "first try". The intention is that the two departments get exactly one requestor for each queue. So they have to log in as those requestors to see all their tickets. If dep A wants to give a ticket  to dep B it just change the requestor to the one of dep B.

In the second step I want to give rights to the owners of the tickets too. Then the "requestor of dep B" changes the owner to the one who has to work on that ticket.  So if an owner logs in he sees all the tickets he has to work on.

Maybe this is the wrong way but I don't know what else to do.

Ken wrote:
> You granted some rights to Privileged and then granted the same rights again to a couple groups.
The rights for Privileged I just applied because it was adviced in a post to see the Queue in Quicksearch. Actually I don't want rights for privileged users.

Ruslan wrote:
>Sounds like it, but to be sure clean all sessions in the DB. 
Same behaviour after cleaning all sessions.

Best regards,

Markus
============================================
T-Systems International GmbH
SDU Telco NPS
Vorgebirgsstr. 49
53119 Bonn
Tel: + 49 228 9841 3820
E-Mail: markus.kummer at t-systems.com 

T-Systems International GmbH
Aufsichtsrat: Ren? Obermann (Vorsitzender)
Gesch?ftsf?hrung: Reinhard Clemens (Vorsitzender), Dr. Ferri Abolhassan, Olaf Heyden, Joachim Langmack, Dr. Matthias Schuster, Klaus Werner
Handelsregister: Amtsgericht Frankfurt am Main HRB 55933 Sitz der Gesellschaft: Frankfurt am Main WEEE-Reg.-Nr. DE87523644

-----Urspr?ngliche Nachricht-----
Von: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] Im Auftrag von Ruslan Zakirov
Gesendet: Dienstag, 11. Mai 2010 21:18
An: Kummer, Markus
Cc: rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] Problems with permissions (bug?)

On Tue, May 11, 2010 at 8:47 PM,  <Markus.Kummer at t-systems.com> wrote:
> Dear list,
>
> I'm using rt 3.8.8 and facing problems in setting up permissions for a queue.
>
> What I want is that users see the tickets they have requested in a certain queue only.
> So user A cannot see tickets requested by user B and vice versa.
>
> So I applied the following rights
>
> -> Configuration -> Queues -> Group rights
>
> Roles
>
> Requestor:
>
> - CommentOnTicket

Do you really want requestors to comment and see comments?

> - DeleteTicket
> - ForwardMessage
> - ModifyCustomField
> - ModifyTicket
> - OwnTicket

Requestor can own a ticket? Wierd.

> - ReplyToTicket
> - SeeCustomField
> - ShowOutgoingEmail
> - ShowTicket
> - ShowTicketComments

> - StealTicket
> - TakeTicket

This is wierd as well as OwnTicket.

> - Watch
> - WatchAsAdminCc

This is something wierd too.


>
> User defined groups
>
> 1_rt_eval
>
> - SeeQueue
> - CreateTicket
>
> 2_rt_eval
>
> - SeeQueue
> - CreateTicket
>
> This basically works, but when a user logs in he finds an empty RT at a glance page.
> But searching for his email address gives the expected results.
> So my only problem is that the Queue is not displayed in the Quicksearch.
> After a lot of searching in the mailing list archives I got some hints.
>
> I applied the following rights additionally:
>
> System groups
>
> Privileged:
>
> - SeeQueue
> - CreateTicket
> - ShowTicket
>
> After login the Quicksearch is populated with that queue but all tickets are shown.
> So I removed the ShowTicket right from Privileged (while the user is still logged in). After a reload of the RT at a glance page the user sees the queue in the quicksearch. Following the link shows the correct tickets (the ticket count is wrong but this doesn't matter).
>
> Everything fine so far, but when the user logs out and in again Quicksearch is empty again. This is fully reproducible.
>
> Do I miss something here or is this a bug?

Sounds like it, but to be sure clean all sessions in the DB.

> Thanks for any help!

--
Best regards, Ruslan.


From payam at rasana.net  Wed May 12 07:24:25 2010
From: payam at rasana.net (Payam Poursaied)
Date: Wed, 12 May 2010 15:54:25 +0430
Subject: [rt-users] bug or misconfiguration? a requestor with see ticket
	permission could not add her/his created ticket as a child
	ticket in another queue
Message-ID: <04da01caf1c5$b17979a0$146c6ce0$@net>

Hi all

I'm not sure if this is a bug or miss configuration or ever proper situation
in RT:

This is the scenario:

The Customer Support A who has full access to CS queue, needs to ask NOC
staffs (in NOC queue) regarding a specific case. Suppose Ticket #1 has been
created in CS queue.

Customer Support A has not full access to NOC queue. In NOC queue has been
defined "Requestor has Show Ticket permission".

Customer Support A sends and email to NOC queue and received #2 as his/her
ticket number. She/he wants to add #2 as the child of Ticket #1. 

System says, you don't have permission.

 

 

Any idea?

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From elacour at easter-eggs.com  Wed May 12 08:42:58 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 12 May 2010 14:42:58 +0200
Subject: [rt-users] bug or misconfiguration? a requestor with see ticket
 permission could not add her/his created ticket as a child ticket in
 another queue
In-Reply-To: <04da01caf1c5$b17979a0$146c6ce0$@net>
References: <04da01caf1c5$b17979a0$146c6ce0$@net>
Message-ID: <20100512124258.GZ22440@easter-eggs.com>

On Wed, May 12, 2010 at 03:54:25PM +0430, Payam Poursaied wrote:
> Hi all
> 
> I'm not sure if this is a bug or miss configuration or ever proper situation
> in RT:
> 
> This is the scenario:
> 
> The Customer Support A who has full access to CS queue, needs to ask NOC
> staffs (in NOC queue) regarding a specific case. Suppose Ticket #1 has been
> created in CS queue.
> 
> Customer Support A has not full access to NOC queue. In NOC queue has been
> defined "Requestor has Show Ticket permission".
> 
> Customer Support A sends and email to NOC queue and received #2 as his/her
> ticket number. She/he wants to add #2 as the child of Ticket #1. 
> 
> System says, you don't have permission.
> 

RT_Config.pm:

=item C<$StrictLinkACL>

When this feature is enabled a user needs I<ModifyTicket> rights on both
tickets to link them together, otherwise he can have rights on either of
them.

=cut

Set($StrictLinkACL, 1);



From rs at runsolutions.com  Wed May 12 10:23:35 2010
From: rs at runsolutions.com (Raimund Sacherer)
Date: Wed, 12 May 2010 16:23:35 +0200 (CEST)
Subject: [rt-users] Create Transactions without comment text.
In-Reply-To: <1233705090.589.1273674103844.JavaMail.root@zimbra-01>
Message-ID: <1962039808.591.1273674214943.JavaMail.root@zimbra-01>

Hi,

For me the squelch thingy is not working at all, I need to be able to say at resolve-time that NO email will be sent to everyone (including requestor). the squelch seems only be concerned about cc and admincc's and whatnot, but I never managed to get the requesters email address to be displayed and selectable as well, so I try to do this:

I created a customfield MuteResolve (like here: http://wiki.bestpractical.com/view/MuteResolve)
Modified the onresolve scrip as well like indicated.

Now, The only remaining problem is that setting this value will only be stored when I enter a text in the comment field as well. Without a text in the commentfield the transaction-custom-fields will not get stored.

I do not understand why, what has the customfield to do with a comment I enter or not? What If I only want to modify some transaction custom fields without having a comment at all? 

All I want is the possibility for my users to be able to not send mails to the requestors on resolve ... without much fuss ... 

any help is greatly appreciated,

best
Ray


-
RunSolutions
     Open Source It Consulting
-
Email: rs at runsolutions.com

Parc Bit - Centro Empresarial Son Espanyol
Edificio Estel - Local 3D
07121 -  Palma de Mallorca
Baleares


From borngunners at aol.com  Wed May 12 10:29:44 2010
From: borngunners at aol.com (borngunners at aol.com)
Date: Wed, 12 May 2010 10:29:44 -0400 (EDT)
Subject: [rt-users] Upgrade Directory
Message-ID: <8CCBFF6B3797EAE-6D0-9742@webmail-d009.sysops.aol.com>




I need to know where the extracted src 3.8.8 has to be during the upgrade from 3.8.4. Do I have to copy the entire directory to the current 3.8.4 directory before doing the upgrade? I have read the READ ME and there is no where in there that they stated it.

Honestly, I will need a step by step instruction to do the upgrade. I have never done the upgrade before. And I am new to the whole RT setup, I just took over a position and they wanted me to upgrade to the latest version.


Thanks
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From elacour at easter-eggs.com  Wed May 12 10:58:22 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 12 May 2010 16:58:22 +0200
Subject: [rt-users] Upgrade Directory
In-Reply-To: <8CCBFF6B3797EAE-6D0-9742@webmail-d009.sysops.aol.com>
References: <8CCBFF6B3797EAE-6D0-9742@webmail-d009.sysops.aol.com>
Message-ID: <20100512145821.GC22440@easter-eggs.com>

On Wed, May 12, 2010 at 10:29:44AM -0400, borngunners at aol.com wrote:
> 
> 
> 
> I need to know where the extracted src 3.8.8 has to be during the
> upgrade from 3.8.4. Do I have to copy the entire directory to the
> current 3.8.4 directory before doing the upgrade? I have read the READ
> ME and there is no where in there that they stated it.
> 

just follow "GENERAL INSTALLATION" in README, upgrade instructions are
provided when needed.

to quickly answer, you untar RT in another directory than your
production one (some kind of src or tmp directory). You follow steps the
same as for installation, but:

- you read UPGRADING file
- you run make upgrade instead of make install

but once again, read carefully README file, everything you need is
inside.

PS: don't forget to backup before upgrade...



From borngunners at aol.com  Wed May 12 11:16:49 2010
From: borngunners at aol.com (borngunners at aol.com)
Date: Wed, 12 May 2010 11:16:49 -0400 (EDT)
Subject: [rt-users] Upgrade Directory
In-Reply-To: 26751148
References: 26751148
Message-ID: <8CCBFFD46E42962-6D0-A306@webmail-d009.sysops.aol.com>


I will try that. Thanks




-----Original Message-----
From: Emmanuel Lacour <elacour at easter-eggs.com>
To: rt-users <rt-users at lists.bestpractical.com>
Sent: Wed, May 12, 2010 10:58 am
Subject: Re: [rt-users] Upgrade Directory


On Wed, May 12, 2010 at 10:29:44AM -0400, borngunners at aol.com wrote:
 
 
 
 I need to know where the extracted src 3.8.8 has to be during the
 upgrade from 3.8.4. Do I have to copy the entire directory to the
 current 3.8.4 directory before doing the upgrade? I have read the READ
 ME and there is no where in there that they stated it.
 
just follow "GENERAL INSTALLATION" in README, upgrade instructions are
rovided when needed.
to quickly answer, you untar RT in another directory than your
roduction one (some kind of src or tmp directory). You follow steps the
ame as for installation, but:
- you read UPGRADING file
 you run make upgrade instead of make install
but once again, read carefully README file, everything you need is
nside.
PS: don't forget to backup before upgrade...

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

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From kfcrocker at lbl.gov  Wed May 12 12:37:11 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 12 May 2010 09:37:11 -0700
Subject: [rt-users] Problems with permissions (bug?)
In-Reply-To: <6794FA491BD5754DB88F0A3D1E53C2F3014AE2C6@S4DE8PSAAQG.t-systems.com>
References: <6794FA491BD5754DB88F0A3D1E53C2F3014AE1F2@S4DE8PSAAQG.t-systems.com>
	<AANLkTilol5OxMpQvbsfPDFAO1hthnpHts5WqfwFhLdJC@mail.gmail.com>
	<6794FA491BD5754DB88F0A3D1E53C2F3014AE2C6@S4DE8PSAAQG.t-systems.com>
Message-ID: <x2re9f825501005120937y95a20008q14bb4aa8064df330@mail.gmail.com>

Markus,

Not wanting to sound critical or anything, it sounds like you're going the
long way around the barn on this workflow.

First, why do you want two different groups working on basically the same
ticket?

Second, if these two groups must work in sync with each other on the same
ticket, why create a child? why not a "dependsOn" or "ReferrsTo" ticket.

Third, if people are forgetting to write replies, why not send a
notification template based on the same condition you use when you create
that "other" ticket?

Forth, if these two groups do NOT have to work on the same ticket *at the
same time*, but follow a *consecutive* ownership type flow, then just change
the Queue after one group is finished with their work and while doing that,
change the owner to "Nobody" and the status and anything else you need when
you change the Queue?

Anyway, to be able to really assist, I would need to understand your
workflow; the why's and wherefores. There's always more than one way to skin
the cat.

Hope this helps.

Kenn
LBNL

On Wed, May 12, 2010 at 2:38 AM, <Markus.Kummer at t-systems.com> wrote:

> Hi Ken ,hi Ruslan,
>
> thank you for your advice.
>
> I know that my rights config seems to be unlogical, so let me explain why I
> started like this.
>
> At the moment we have two departments working on incident reports in two
> queues. Both departments cannot see the other departments queue. Sometimes
> Dep. A needs to give a ticket to dep. B. In this case we follow a special
> workflow to realize that (Scrips).
> Dep. A change the status of a ticket in their queue to "ext" and write a
> reply. This procedure creates a "child" ticket in the Queue of dep B. Then
> Dep B works on that ticket. Some activities in the dep B queue cause a
> syncronization with the ticket in the queue of dep A. After the ticket is
> "resolved" in dep B the status of the parent ticket in queue of dep A is set
> to "fixed" and the workflow ends.
> This workflow causes a lot of confusion for the users. They forget to write
> a reply after changing the status to "ext" and so on.
> To make it more simple we want to merge the two queues and find another way
> to seperate the tickets of the two departments.
>
> What I posted before was the "first try". The intention is that the two
> departments get exactly one requestor for each queue. So they have to log in
> as those requestors to see all their tickets. If dep A wants to give a
> ticket  to dep B it just change the requestor to the one of dep B.
>
> In the second step I want to give rights to the owners of the tickets too.
> Then the "requestor of dep B" changes the owner to the one who has to work
> on that ticket.  So if an owner logs in he sees all the tickets he has to
> work on.
>
> Maybe this is the wrong way but I don't know what else to do.
>
> Ken wrote:
> > You granted some rights to Privileged and then granted the same rights
> again to a couple groups.
> The rights for Privileged I just applied because it was adviced in a post
> to see the Queue in Quicksearch. Actually I don't want rights for privileged
> users.
>
> Ruslan wrote:
> >Sounds like it, but to be sure clean all sessions in the DB.
> Same behaviour after cleaning all sessions.
>
> Best regards,
>
> Markus
> ============================================
> T-Systems International GmbH
> SDU Telco NPS
> Vorgebirgsstr. 49
> 53119 Bonn
> Tel: + 49 228 9841 3820
> E-Mail: markus.kummer at t-systems.com
>
> T-Systems International GmbH
> Aufsichtsrat: Ren? Obermann (Vorsitzender)
> Gesch?ftsf?hrung: Reinhard Clemens (Vorsitzender), Dr. Ferri Abolhassan,
> Olaf Heyden, Joachim Langmack, Dr. Matthias Schuster, Klaus Werner
> Handelsregister: Amtsgericht Frankfurt am Main HRB 55933 Sitz der
> Gesellschaft: Frankfurt am Main WEEE-Reg.-Nr. DE87523644
>
> -----Urspr?ngliche Nachricht-----
> Von: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] Im Auftrag
> von Ruslan Zakirov
> Gesendet: Dienstag, 11. Mai 2010 21:18
> An: Kummer, Markus
> Cc: rt-users at lists.bestpractical.com
> Betreff: Re: [rt-users] Problems with permissions (bug?)
>
> On Tue, May 11, 2010 at 8:47 PM,  <Markus.Kummer at t-systems.com> wrote:
> > Dear list,
> >
> > I'm using rt 3.8.8 and facing problems in setting up permissions for a
> queue.
> >
> > What I want is that users see the tickets they have requested in a
> certain queue only.
> > So user A cannot see tickets requested by user B and vice versa.
> >
> > So I applied the following rights
> >
> > -> Configuration -> Queues -> Group rights
> >
> > Roles
> >
> > Requestor:
> >
> > - CommentOnTicket
>
> Do you really want requestors to comment and see comments?
>
> > - DeleteTicket
> > - ForwardMessage
> > - ModifyCustomField
> > - ModifyTicket
> > - OwnTicket
>
> Requestor can own a ticket? Wierd.
>
> > - ReplyToTicket
> > - SeeCustomField
> > - ShowOutgoingEmail
> > - ShowTicket
> > - ShowTicketComments
>
> > - StealTicket
> > - TakeTicket
>
> This is wierd as well as OwnTicket.
>
> > - Watch
> > - WatchAsAdminCc
>
> This is something wierd too.
>
>
> >
> > User defined groups
> >
> > 1_rt_eval
> >
> > - SeeQueue
> > - CreateTicket
> >
> > 2_rt_eval
> >
> > - SeeQueue
> > - CreateTicket
> >
> > This basically works, but when a user logs in he finds an empty RT at a
> glance page.
> > But searching for his email address gives the expected results.
> > So my only problem is that the Queue is not displayed in the Quicksearch.
> > After a lot of searching in the mailing list archives I got some hints.
> >
> > I applied the following rights additionally:
> >
> > System groups
> >
> > Privileged:
> >
> > - SeeQueue
> > - CreateTicket
> > - ShowTicket
> >
> > After login the Quicksearch is populated with that queue but all tickets
> are shown.
> > So I removed the ShowTicket right from Privileged (while the user is
> still logged in). After a reload of the RT at a glance page the user sees
> the queue in the quicksearch. Following the link shows the correct tickets
> (the ticket count is wrong but this doesn't matter).
> >
> > Everything fine so far, but when the user logs out and in again
> Quicksearch is empty again. This is fully reproducible.
> >
> > Do I miss something here or is this a bug?
>
> Sounds like it, but to be sure clean all sessions in the DB.
>
> > Thanks for any help!
>
> --
> Best regards, Ruslan.
>
> 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 Paul.Synnott at teamsolutionz.com  Wed May 12 12:38:28 2010
From: Paul.Synnott at teamsolutionz.com (Paul Synnott)
Date: Wed, 12 May 2010 17:38:28 +0100
Subject: [rt-users] DBD::mysql::st execute failed: Error on rename of
 './cerb_rt3/Attachments' to './cerb_rt3/#sql2-6f9-1395' (errno: -1)
Message-ID: <OF2B21F2B9.F79A81DF-ON80257721.005B63D0-80257721.005B69E0@teamsolutionz.com>

Trying to populate the rt3 database:

[root at ambitaa4 rt]# make initialize-database
/usr/local/bin/perl -I/home/cerb/www/rt3/local/lib 
-I/home/cerb/www/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:   cerb_rt3
User:   cerb_cerb
DBA:    root
Now creating a mysql database cerb_rt3 for RT.
Done.
Now populating database schema.
DBD::mysql::st execute failed: Error on rename of './cerb_rt3/Attachments' 
to './cerb_rt3/#sql2-6f9-13a7' (errno: -1) at 
/home/cerb/public_html/rt/sbin/../lib/RT/Handle.pm line 506.
make: *** [initialize-database] Error 255




Any ideas?

This message has been scanned for viruses by MailController - www.MailController.altohiway.com
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From borngunners at aol.com  Wed May 12 13:41:44 2010
From: borngunners at aol.com (borngunners at aol.com)
Date: Wed, 12 May 2010 13:41:44 -0400 (EDT)
Subject: [rt-users] Upgrade Directory
In-Reply-To: 26751160
References: 26751160
Message-ID: <8CCC01185A49A16-1374-59C@webmail-d009.sysops.aol.com>


I was trying to upgrade and I did a make testdeps and fixdeps and found out that I have the following error message:

SOME DEPENDENCIES WERE MISSING.
GD missing dependencies:
        GD::Graph ...MISSING
                Can't locate GD/Graph.pm in @INC (@INC contains: /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl /root/rt3)
        GD::Text ...MISSING
                Can't locate GD/Text.pm in @INC (@INC contains: /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl /root/rt3)
        GD ...MISSING
                Can't locate GD.pm in @INC (@INC contains: /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl /root/rt3)
make: *** [fixdeps] Error 1


Please help






-----Original Message-----
From: borngunners <borngunners at aol.com>
To: elacour <elacour at easter-eggs.com>; rt-users <rt-users at lists.bestpractical.com>
Sent: Wed, May 12, 2010 11:16 am
Subject: Re: [rt-users] Upgrade Directory



I will try that. Thanks




-----Original Message-----
From: Emmanuel Lacour <elacour at easter-eggs.com>
To: rt-users <rt-users at lists.bestpractical.com>
Sent: Wed, May 12, 2010 10:58 am
Subject: Re: [rt-users] Upgrade Directory


On Wed, May 12, 2010 at 10:29:44AM -0400, borngunners at aol.com wrote:
 
 
 
 I need to know where the extracted src 3.8.8 has to be during the
 upgrade from 3.8.4. Do I have to copy the entire directory to the
 current 3.8.4 directory before doing the upgrade? I have read the READ
 ME and there is no where in there that they stated it.
 
just follow "GENERAL INSTALLATION" in README, upgrade instructions are
rovided when needed.
to quickly answer, you untar RT in another directory than your
roduction one (some kind of src or tmp directory). You follow steps the
ame as for installation, but:
- you read UPGRADING file
 you run make upgrade instead of make install
but once again, read carefully README file, everything you need is
nside.
PS: don't forget to backup before upgrade...

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


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From JoopvandeWege at mococo.nl  Wed May 12 14:14:26 2010
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Wed, 12 May 2010 20:14:26 +0200
Subject: [rt-users] Upgrade Directory
In-Reply-To: <8CCC01185A49A16-1374-59C@webmail-d009.sysops.aol.com>
References: 26751160 <8CCC01185A49A16-1374-59C@webmail-d009.sysops.aol.com>
Message-ID: <4BEAF002.2020604@mococo.nl>

borngunners at aol.com wrote:
> I was trying to upgrade and I did a make testdeps and fixdeps and found 
> out that I have the following error message:
>  
> SOME DEPENDENCIES WERE MISSING.
> GD missing dependencies:
>         GD::Graph ...MISSING
>                 Can't locate GD/Graph.pm in @INC (@INC contains: 
You're missing the underlaying GD libraries.
Depending on your system you'll need to install them, possibly together 
with the developer packages to get gd to compile.

Regards,

Joop



From borngunners at aol.com  Wed May 12 16:07:17 2010
From: borngunners at aol.com (borngunners at aol.com)
Date: Wed, 12 May 2010 16:07:17 -0400 (EDT)
Subject: [rt-users] Upgrade Directory
In-Reply-To: 26751148
References: 26751148
Message-ID: <8CCC025DACDD6C6-1374-27F8@webmail-d009.sysops.aol.com>







I have tried to install GD.pm in CSPAN. When I type the make fixdeps this is what i got:

Install module GD
Running install for module 'GD'
Running make for L/LD/LDS/GD-2.45.tar.gz
  Has already been unwrapped into directory /root/.cpan/build/GD-2.45-8Fi3l6
  '/usr/bin/perl Makefile.PL INSTALLDIRS=site' returned status 512, won't make
Running make test
  Make had some problems, won't test
Running make install
  Make had some problems, won't install
GPG dependencies:
        PerlIO::eol ...found
        GnuPG::Interface ...found
ICAL dependencies:
        Data::ICal ...found
MAILGATE dependencies:
        Pod::Usage ...found
        HTML::TreeBuilder ...found
        Getopt::Long ...found
        HTML::FormatText ...found
        LWP::UserAgent ...found
MASON dependencies:
        Storable >= 2.08 ...found
        CSS::Squish >= 0.06 ...found
        Apache::Session >= 1.53 ...found
        Errno ...found
        Devel::StackTrace >= 1.19 ...found
        CGI::Cookie >= 1.20 ...found
        Text::WikiFormat >= 0.76 ...found
        XML::RSS >= 1.05 ...found
        HTML::Mason >= 1.36 ...found
        Digest::MD5 >= 2.27 ...found
MYSQL dependencies:
        DBD::mysql >= 2.1018 ...found
SMTP dependencies:
        Net::SMTP ...found
STANDALONE dependencies:
        Net::Server ...found
        HTTP::Server::Simple >= 0.34 ...found
        HTTP::Server::Simple::Mason >= 0.09 ...found
SOME DEPENDENCIES WERE MISSING.
GD missing dependencies:
        GD::Graph ...MISSING
                Can't locate GD/Graph.pm in @INC (@INC contains: /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl /root/rt3)
        GD::Text ...MISSING
                Can't locate GD/Text.pm in @INC (@INC contains: /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl /root/rt3)
        GD ...MISSING
                Can't locate GD.pm in @INC (@INC contains: /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl /root/rt3)
make: *** [fixdeps] Error 1



Please help me fix this problem and continue my upgrade

Thanks,


-----Original Message-----
From: Emmanuel Lacour <elacour at easter-eggs.com>
To: rt-users <rt-users at lists.bestpractical.com>
Sent: Wed, May 12, 2010 10:58 am
Subject: Re: [rt-users] Upgrade Directory


On Wed, May 12, 2010 at 10:29:44AM -0400, borngunners at aol.com wrote:
 
 
 
 I need to know where the extracted src 3.8.8 has to be during the
 upgrade from 3.8.4. Do I have to copy the entire directory to the
 current 3.8.4 directory before doing the upgrade? I have read the READ
 ME and there is no where in there that they stated it.
 
just follow "GENERAL INSTALLATION" in README, upgrade instructions are
rovided when needed.
to quickly answer, you untar RT in another directory than your
roduction one (some kind of src or tmp directory). You follow steps the
ame as for installation, but:
- you read UPGRADING file
 you run make upgrade instead of make install
but once again, read carefully README file, everything you need is
nside.
PS: don't forget to backup before upgrade...

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

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From ggreene at minervanetworks.com  Wed May 12 16:26:36 2010
From: ggreene at minervanetworks.com (Gary Greene)
Date: Wed, 12 May 2010 13:26:36 -0700
Subject: [rt-users] Upgrade Directory
In-Reply-To: <8CCC025DACDD6C6-1374-27F8@webmail-d009.sysops.aol.com>
Message-ID: <C8105D0C.54AE7%ggreene@minervanetworks.com>

On 5/12/10 1:07 PM, "borngunners at aol.com" <borngunners at aol.com> wrote:
> 
> I have tried to install GD.pm in CSPAN. When I type the make fixdeps this is
> what i got:
>  
> Install module GD
> Running install for module 'GD'
> Running make for L/LD/LDS/GD-2.45.tar.gz
>   Has already been unwrapped into directory /root/.cpan/build/GD-2.45-8Fi3l6
>   '/usr/bin/perl Makefile.PL INSTALLDIRS=site' returned status 512, won't make
> Running make test
>   Make had some problems, won't test
> Running make install
>   Make had some problems, won't install
> GPG dependencies:
>         PerlIO::eol ...found
>         GnuPG::Interface ...found
> ICAL dependencies:
>         Data::ICal ...found
> MAILGATE dependencies:
>         Pod::Usage ...found
>         HTML::TreeBuilder ...found
>         Getopt::Long ...found
>         HTML::FormatText ...found
>         LWP::UserAgent ...found
> MASON dependencies:
>         Storable >= 2.08 ...found
>         CSS::Squish >= 0.06 ...found
>         Apache::Session >= 1.53 ...found
>         Errno ...found
>         Devel::StackTrace >= 1.19 ...found
>         CGI::Cookie >= 1.20 ...found
>         Text::WikiFormat >= 0.76 ...found
>         XML::RSS >= 1.05 ...found
>         HTML::Mason >= 1.36 ...found
>         Digest::MD5 >= 2.27 ...found
> MYSQL dependencies:
>         DBD::mysql >= 2.1018 ...found
> SMTP dependencies:
>         Net::SMTP ...found
> STANDALONE dependencies:
>         Net::Server ...found
>         HTTP::Server::Simple >= 0.34 ...found
>         HTTP::Server::Simple::Mason >= 0.09 ...found
> SOME DEPENDENCIES WERE MISSING.
> GD missing dependencies:
>         GD::Graph ...MISSING
>                 Can't locate GD/Graph.pm in @INC (@INC contains: /etc/perl
> /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5
> /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10
> /usr/local/lib/site_perl /root/rt3)
>         GD::Text ...MISSING
>                 Can't locate GD/Text.pm in @INC (@INC contains: /etc/perl
> /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5
> /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10
> /usr/local/lib/site_perl /root/rt3)
>         GD ...MISSING
>                 Can't locate GD.pm in @INC (@INC contains: /etc/perl
> /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5
> /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10
> /usr/local/lib/site_perl /root/rt3)
> make: *** [fixdeps] Error 1
>  
>  
> Please help me fix this problem and continue my upgrade
>  
> Thanks,

You need to install the gd package from your OS vendor. If this is RHEL, the
package would be gd and gd-devel that needs installed, if this is
Ubuntu/Debian, you need libgd2-xpm and libgd2-xpm-devel. For FreeBSD and
friends search their ports trees accordingly.



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



From redssr at linuxmail.org  Thu May 13 08:41:15 2010
From: redssr at linuxmail.org (redssr at linuxmail.org)
Date: Thu, 13 May 2010 08:41:15 -0400
Subject: [rt-users] RT-Users Digest, Vol 74,
 Issue 26  Can't call method "as_string" (Kevin Falcone)
In-Reply-To: <mailman.1108.1273657608.1873.rt-users@lists.bestpractical.com>
References: <mailman.1108.1273657608.1873.rt-users@lists.bestpractical.com>
Message-ID: <8CCC0B0B51B194C-D70-C798@web-mmc-d08.sysops.aol.com>


 Hello,

Mr Kevin.

Thanks once again for your reply.


Is there any way of using without group attributes. option(means can i exclude the group attribute option)

Thanks and Warm Regards,

SSR
919372525408










On Tue, Apr 20, 2010 at 04:48:47AM -0400, redssr at linuxmail.org wrote:
>  First of all  i am very very sory for the late reply.
> 
>  Appreciable Thanks for your immediate reply. According to your suggestion i
>  can't change the setting in the file as it will require to change settings in 
my
>  AD server and my seniors are not allowing to do me so.
> 
> 
>  Is there any other way to solved this issue.
>  Thanks in Advance for the same.


>  >                           'group'                 =3D>  'svn Users',
>  >                           'group_attr'            =3D>  'svn Users',


I doubt that the name of your group attribute in AD is svn Users. 


Find out the actual name of the group attribute you want to search on
and change group_attr to that


-kevin



 


 








 

 


 

 

-----Original Message-----
From: rt-users-request at lists.bestpractical.com
To: rt-users at lists.bestpractical.com
Sent: Wed, May 12, 2010 3:16 pm
Subject: RT-Users Digest, Vol 74, Issue 26


Send RT-Users mailing list submissions to
    rt-users at lists.bestpractical.com


To subscribe or unsubscribe via the World Wide Web, visit
    http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
or, via email, send a message with subject or body 'help' to
    rt-users-request at lists.bestpractical.com


You can reach the person managing the list at
    rt-users-owner at lists.bestpractical.com


When replying, please edit your Subject line so it is more specific
than "Re: Contents of RT-Users digest..."

 
Today's Topics:


   1. Re: Problems with permissions (bug?) (Ruslan Zakirov)
   2. Re: No To: Field being generated. (Ruslan Zakirov)
   3. SkipTransaction after upgrade to 3.8.8 (Wim Wittesaele)
   4. Re: Can't call method "as_string" (Kevin Falcone) (Kevin Falcone)
   5. Re: RT & mysql / LDAP Auth (Julian Grunnell)

 
    
Attached Message
    
        
            
From:
            
Ruslan Zakirov <ruz at bestpractical.com>
        
        
            
To:
            
Markus.Kummer at t-systems.com
        
        
            
Cc:
            
rt-users at lists.bestpractical.com
        
        
            
Subject:
            
Re: [rt-users] Problems with permissions (bug?)
        
        
            
Date:
            
Tue, 11 May 2010 23:17:41 +0400
        
    


On Tue, May 11, 2010 at 8:47 PM,  <Markus.Kummer at t-systems.com> wrote:
> Dear list,
>
> I'm using rt 3.8.8 and facing problems in setting up permissions for a queue.
>
> What I want is that users see the tickets they have requested in a certain 
queue only.
> So user A cannot see tickets requested by user B and vice versa.
>
> So I applied the following rights
>
> -> Configuration -> Queues -> Group rights
>
> Roles
>
> Requestor:
>
> - CommentOnTicket

Do you really want requestors to comment and see comments?

> - DeleteTicket
> - ForwardMessage
> - ModifyCustomField
> - ModifyTicket
> - OwnTicket

Requestor can own a ticket? Wierd.

> - ReplyToTicket
> - SeeCustomField
> - ShowOutgoingEmail
> - ShowTicket
> - ShowTicketComments

> - StealTicket
> - TakeTicket

This is wierd as well as OwnTicket.

> - Watch
> - WatchAsAdminCc

This is something wierd too.



>
> User defined groups
>
> 1_rt_eval
>
> - SeeQueue
> - CreateTicket
>
> 2_rt_eval
>
> - SeeQueue
> - CreateTicket
>
> This basically works, but when a user logs in he finds an empty RT at a glance 
page.
> But searching for his email address gives the expected results.
> So my only problem is that the Queue is not displayed in the Quicksearch.
> After a lot of searching in the mailing list archives I got some hints.
>
> I applied the following rights additionally:
>
> System groups
>
> Privileged:
>
> - SeeQueue
> - CreateTicket
> - ShowTicket
>
> After login the Quicksearch is populated with that queue but all tickets are 
shown.
> So I removed the ShowTicket right from Privileged (while the user is still 
logged in). After a reload of the RT at a glance page the user sees the queue in 
the quicksearch. Following the link shows the correct tickets (the ticket count 
is wrong but this doesn't matter).
>
> Everything fine so far, but when the user logs out and in again Quicksearch is 
empty again. This is fully reproducible.
>
> Do I miss something here or is this a bug?

Sounds like it, but to be sure clean all sessions in the DB.

> Thanks for any help!

-- 
Best regards, Ruslan.


 
 


 
    
Attached Message
    
        
            
From:
            
Ruslan Zakirov <ruz at bestpractical.com>
        
        
            
To:
            
Mauricio Tavares <raubvogel at gmail.com>
        
        
            
Cc:
            
rt-users at lists.bestpractical.com
        
        
            
Subject:
            
Re: [rt-users] No To: Field being generated.
        
        
            
Date:
            
Tue, 11 May 2010 23:21:09 +0400
        
    


Mauricio,

Without logs and additional info we can not help you.

On Tue, May 11, 2010 at 6:25 PM, Mauricio Tavares <raubvogel at gmail.com> wrote:
> For some reason messages/tickets sent by RT have no To: Fields, only
> Reply-To:. Why would it be doing that? Looking into SendEmail.pm,
>
> sub To {
>    my $self = shift;
>    return ($self->_AddressesFromHeader('To'));
> }
>
> it makes me think the To: field in the head object was not
> extracted/populated. Am I on the right track or just idling aimlessly?
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>




-- 
Best regards, Ruslan.


 
 


 
    
Attached Message
    
        
            
From:
            
Wim Wittesaele <wim at wittesaele.eu>
        
        
            
To:
            
rt-users at lists.bestpractical.com
        
        
            
Subject:
            
[rt-users] SkipTransaction after upgrade to 3.8.8
        
        
            
Date:
            
Tue, 11 May 2010 21:40:25 +0200 (CEST)
        
    


I'm experiencing some problems after upgrading my installation from 3.8.7 to 3.8.8. It seems that my Callbacks are not working anymore. The most important one hides all system transactions as documented here: http://wiki.bestpractical.com/view/HideTransactions/4642.

The callback is in the same ath as before: /opt/rt3/local/html/Callbacks/MyCallbacks/Ticket/Elements/ShowHistory/SkipTransaction

Unfortunatly it does'nt seem to do anything. All system messages are still visible. Is there a way to troubleshoot/test callbacks ?


Wim Wittesaele



 
 


 
    
Attached Message
    
        
            
From:
            
Kevin Falcone <falcone at bestpractical.com>
        
        
            
To:
            
rt-users at lists.bestpractical.com
        
        
            
Subject:
            
Re: [rt-users] Can't call method "as_string" (Kevin Falcone)
        
        
            
Date:
            
Tue, 11 May 2010 12:00:50 -0400
        
    


On Tue, Apr 20, 2010 at 04:48:47AM -0400, redssr at linuxmail.org wrote:
>  First of all  i am very very sory for the late reply.
> 
>  Appreciable Thanks for your immediate reply. According to your suggestion i
>  can't change the setting in the file as it will require to change settings in 
my
>  AD server and my seniors are not allowing to do me so.
> 
> 
>  Is there any other way to solved this issue.
>  Thanks in Advance for the same.


>  >                           'group'                 =3D>  'svn Users',
>  >                           'group_attr'            =3D>  'svn Users',


I doubt that the name of your group attribute in AD is svn Users. 


Find out the actual name of the group attribute you want to search on
and change group_attr to that


-kevin

 
 


 
    
Attached Message
    
        
            
From:
            
Julian Grunnell <Julian.Grunnell at webfusion.com>
        
        
            
To:
            
rt-users at lists.bestpractical.com
        
        
            
Subject:
            
Re: [rt-users] RT & mysql / LDAP Auth
        
        
            
Date:
            
Wed, 12 May 2010 10:38:42 +0100
        
    


>-----Original Message-----
>From: Mike Peachey [mailto:mike.peachey at jennic.com]
>Sent: 10 May 2010 12:54
>To: Julian Grunnell
>Cc: rt-users at lists.bestpractical.com
>Subject: Re: [rt-users] RT & mysql / LDAP Auth
>
>Julian Grunnell wrote:
>> Hi - hoping someone can help me, I'm trying to get the
>> RT::Authen::ExternalAuth plugin to work so I can use LDAP for
>> authentication. Just using mysql at the moment, so want to keep this
>as
>> well. Running RT 3.8.5 on Centos, I'd like mysql auth first and then
>> LDAP next. I've managed to configure this without any errors and my
>> mysql authentication still works after a httpd restart. However LDAP
>> auth never works, I'm not that familiar with LDAP so am hoping if I
>> provide my config and rt.log below someone might be able to point me
>in
>> the right direction:
>
>Looks like the whole thing is dying during the MySQL check.
>
>1. Provide the whole config
>2. Are you sure you're supposed to be using ExternalAuth for MySQL
auth?
>Are you actually using it to check against an external MySQL source, or
>are you trying to use MySQL to check RT's own database?
>
[>] 

The whole config is:

##
## Local settings - overrides RT_Config.pm
##

Set($WebBaseURL, "https://xxx.xxx.xxx");
Set($rtname, 'xxx');
Set($Organization , "xxx");
Set($MinimumPasswordLength , "8");
Set($OwnerEmail , 'julian at xxx.xxx');
Set($SMTPFrom, 'support at xxx.xxx');
Set($Timezone , 'GB/London');
Set($UsernameFormat, 'concise');
Set($OldestTransactionsFirst, '0');
Set($SenderMustExistInExternalDatabase);
Set($LogToSyslog    , 'debug');
Set($UseFriendlyFromLine, 0);
Set($WebDomain, 'xxx.xxx.xxx');
Set($WebDefaultStylesheet, '3.5-default');
Set($WebPort, 443);
Set($MaxInlineBody, 148000);



## Display Webfusion logo / link
##
Set($WebImagesURL , $WebPath . "/NoAuth/images/");  # need this for
below
Set($LogoURL, $WebImagesURL . "xxx-logo.png");
Set($LogoLinkURL, 'http://xxx.xxx.xxx');
Set($LogoImageURL, $WebImagesURL . "xxx.xxx.png");
Set($LogoAltText, "xxx");



# {{{ Logging

Set($LogToSyslog    ,'critical');
Set($LogToScreen    , 'error');
Set($LogToFile      , 'debug');
Set($LogDir, '/opt/rt3/var/log/rt3');
Set($LogToFileNamed , "rt.log");    #log to rt.log



#Set(@Plugins,(qw(RT::Extension::SLA)));
#Set( %ServiceAgreements,
#        Default => '4h',
#        QueueDefault => {
#            'General' => '4h',
#        },
#        Levels => {
#            '2h' => {
#                       StartImmediately => 1,
#                       Resolve => { RealMinutes => 60*2 } },
#            '4h' => {
#                       StartImmediately => 1,
#                       Resolve => { RealMinutes => 60*4 } },
#        },
#    );



#Set(@Plugins,(qw(Extension::QuickDelete RT::FM)));



## MySQL / LDAP Configuration
#
# 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,  [   'My_MySQL',
                                'My_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,  [   'My_MySQL',
                                'My_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','SecondaryLDA
P','Other-DB']);
#
Set($ExternalSettings,      {   # AN EXAMPLE DB SERVICE
                                'My_MySQL'   =>  {      ## GENERIC
SECTION
                                                        # The type of
service (db/ldap/cookie)
                                                        'type'
=>  'db',
                                                        # The server
hosting the service
                                                        'server'
=>  'resolver-db.xxx.com',
                                                        ##
SERVICE-SPECIFIC SECTION
                                                        # The database
name
                                                        'database'
=>  'rt3',
                                                        # The database
table
                                                        'table'
=>  'Users',
                                                        # The user to
connect to the database as
                                                        'user'
=>  'root',
                                                        # The password
to use to connect with
                                                        'pass'
=>  'xxx',
                                                        # The port to
use to connect with (e.g. 3306)
                                                        'port'
=>  '3306',
                                                        # The name of
the Perl DBI driver to use (e.g. mysql)
                                                        'dbi_driver'
=>  'mysql',
                                                        # The field in
the table that holds usernames
                                                        'u_field'
=>  'Name',
                                                        # The field in
the table that holds passwords
                                                        'p_field'
=>  'Password',
                                                        # The Perl
package & subroutine used to encrypt passwords
                                                        # e.g. if the
passwords are stored using the MySQL v3.23 "PASSWORD"
                                                        # function, then
you will need Crypt::MySQL::password, but for the
                                                        # MySQL4+
password function you will need Crypt::MySQL::password41
                                                        # Alternatively,
you could use Digest::MD5::md5_hex or any other
                                                        # encryption
subroutine you can load in your perl installation
                                                        'p_enc_pkg'
=>  'Crypt::MySQL',
                                                        'p_enc_sub'
=>  'password41',
                                                        # If your
p_enc_sub takes a salt as a second parameter,
                                                        # uncomment this
line to add your salt
                                                        #'p_salt'
=>  'SALT',
                                                        #
                                                        # The field and
values in the table that determines if a user should
                                                        # be disabled.
For example, if the field is 'user_status' and the values
                                                        # are
['0','1','2','disabled'] then the user will be disabled if their
                                                        # user_status is
set to '0','1','2' or the string 'disabled'.
                                                        # Otherwise,
they will be considered enabled.
                                                       # 'd_field'
=>  'disabled',
                                                       # 'd_values'
=>  ['0'],
                                                        ## RT ATTRIBUTE
MATCHING SECTION
                                                        # The list of RT
attributes that uniquely identify a user
 
'attr_match_list'           =>  [   'Gecos',
 
'Name'
 
],
                                                        # The mapping of
RT attributes on to field names
                                                        'attr_map'
=>  {   'Name' => 'username',
 
'EmailAddress' => 'email',
 
'ExternalAuthId' => 'username',
 
'Gecos' => 'userID'
 
}
                                                    },
                                # AN EXAMPLE LDAP SERVICE
                                'My_LDAP'       =>  {   ## GENERIC
SECTION
                                                        # The type of
service (db/ldap/cookie)
                                                        'type'
=>  'ldap',
                                                        # The server
hosting the service
                                                        'server'
=>  '172.17.2.1',
                                                        ##
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'
=>  'ldap-rt',
                                                        # The password
RT should use to connect to the LDAP server
                                                        'pass'
=>  'xxx',
                                                        #
                                                        # The LDAP
search base
                                                        'base'
=>  'ou=hosting,ou=corp,dc=internal,dc=hosteurope,dc=com',
                                                        #
                                                        # 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=User)',
                                                        # 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'
=>  'GROUP_NAME',
                                                        # What is the
attribute for the group object that determines membership?
                                                        'group_attr'
=>  'GROUP_ATTR',
                                                        ## 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',
 
'RealName',
 
'WorkPhone',
 
'Address2'
 
],
                                                        # The mapping of
RT attributes on to LDAP attributes
                                                        'attr_map'
=>  {   'Name' => 'sAMAccountName',
 
'EmailAddress' => 'mail',
 
'Organization' => 'physicalDeliveryOfficeName',
 
'RealName' => 'cn',
 
'ExternalAuthId' => 'sAMAccountName',
 
'Gecos' => 'sAMAccountName',
 
'WorkPhone' => 'telephoneNumber',
 
'Address1' => 'streetAddress',
 
'City' => 'l',
 
'State' => 'st',
 
'Zip' => 'postalCode',
 
'Country' => 'co'
 
}
                                                    }
                                }
);

Set( @Plugins, qw(RT::Authen::ExternalAuth) );

1;



So at present users are just authenticating against RT's own DB for user
access. What I'd like to do is keep this but also have LDAP. The reason
being users now have multiple usernames / passwords for different
services we run and I want to use LDAP as a way to simplify this - BUT
in order for this to be done I also need to be able to keep the MySQL
access for now and not break RT for all the users.

The RT DB is on a different physical server and the fact that after I
restarted httpd with the config above and could still login with my
usual (mysql) credentials assumed that atleast part of it was working -
is this not the case?

Thanks.




 
 
_______________________________________________
RT-Users mailing list
RT-Users at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

 
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From mike.peachey at jennic.com  Thu May 13 08:56:18 2010
From: mike.peachey at jennic.com (Mike Peachey)
Date: Thu, 13 May 2010 13:56:18 +0100
Subject: [rt-users] RT & mysql / LDAP Auth
In-Reply-To: <sig.074835b037.78D290A81905884FAFF0C025F980FA0A07D0@pippa.internal.hosteurope.com>
References: <78D290A81905884FAFF0C025F980FA0A0261@pippa.internal.hosteurope.com>	<4BE7F3E7.90704@jennic.com>
	<sig.074835b037.78D290A81905884FAFF0C025F980FA0A07D0@pippa.internal.hosteurope.com>
Message-ID: <4BEBF6F2.70504@jennic.com>

Julian Grunnell wrote:
>> -----Original Message-----
>> From: Mike Peachey [mailto:mike.peachey at jennic.com]
>> Sent: 10 May 2010 12:54
>> To: Julian Grunnell
>> Cc: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] RT & mysql / LDAP Auth
>>
> 
> So at present users are just authenticating against RT's own DB for user
> access. What I'd like to do is keep this but also have LDAP. The reason
> being users now have multiple usernames / passwords for different
> services we run and I want to use LDAP as a way to simplify this - BUT
> in order for this to be done I also need to be able to keep the MySQL
> access for now and not break RT for all the users.
> 
> The RT DB is on a different physical server and the fact that after I
> restarted httpd with the config above and could still login with my
> usual (mysql) credentials assumed that atleast part of it was working -
> is this not the case?

No, you've misunderstood and it has massively complicated your debugging
of the situation.

ExternalAuth *only* adds to the available authentication mechanisms. It
does not replace RT's own. The use of ExternalAuth MySQL authentication
is if you want to be able to authenticate against some other MySQL
source such as a custom website database or the database of another
web-application. This is /in addition/ to checking against RT's own
internal database (whether this is hosted locally or not).

So, authentication happens in this order:

1. ExternalAuth
2. RT-Internal

And you can have as many ExternalAuth sources as you wish.


For your setup, what you want is to only specify the LDAP source which
is then checked for a valid user. If there's no user in LDAP, RT's
internal DB will be checked.
-- 
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 hiro24 at gmail.com  Thu May 13 09:16:12 2010
From: hiro24 at gmail.com (Chris Hall)
Date: Thu, 13 May 2010 09:16:12 -0400
Subject: [rt-users] Filtering out unneeded info from ticket
Message-ID: <AANLkTinNn4ua1v6tyHhQcIZB8x3tDtipo6BnerGHPZrf@mail.gmail.com>

How can I filter from the history information I don't want to see?  For
example.. snippet from a recent ticket:

Mon May 10 10:26:17 2010 The RT System itself - Status changed from 'new' to
'open'
   <http://rt.imctv.com/Ticket/Display.html?id=43#txn-708>
Mon May 10 10:26:17 2010 Allen Stevens - Given to Allen Stevens
     <http://rt.imctv.com/Ticket/Display.html?id=43#txn-720>
Mon May 10 10:33:04 2010 Allen Stevens - Queue changed from Corporate
Support to Central Office
     <http://rt.imctv.com/Ticket/Display.html?id=43#txn-721>
Mon May 10 10:33:05 2010 The RT System itself - Outgoing email recorded
  Mon May 10 10:33:05 2010 Allen Stevens - Given to Nobody

They only want to see like... correspondence/comments.  So where would I
want to go to start filtering out all the "other" stuff from history when
they look at the ticket?
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From Mike.Johnson at NorMed.ca  Thu May 13 10:34:15 2010
From: Mike.Johnson at NorMed.ca (Mike Johnson)
Date: Thu, 13 May 2010 10:34:15 -0400
Subject: [rt-users] Scrip to unown and change queue so we can keep all
	queues	hidden?
Message-ID: <4BEBD6AF.4EF5.001E.0@NorMed.ca>

Hi everyone,

I'm curious if anyone has ventured out to build a scrip that would unown a ticket, and reassign to another queue based on a custom field value.

Basically what I was looking for was the ability to hide all other queues from a group of support staff.  But when they get a ticket that doesn't belong to them, they can remove themselves as owners, and put the ticket in the appropriate queue.  Now if you have the queues hidden, the only thing I could think of is let the RT-system remove them as owner, and change the queue based off of a custom field value they'd change.

Is it possible?

Has anyone done 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 normed.ca
Technology assistance: email nosmhelpdesk at normed.ca 
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: 
Off campus toll free 1 (800) 461-8777, option 8, or locally either 
(705) 662-7120 or (807) 766-7500




From sdixit at apple.com  Thu May 13 10:51:06 2010
From: sdixit at apple.com (Siddharth)
Date: Thu, 13 May 2010 20:21:06 +0530
Subject: [rt-users] Problem Configuring RT 3.8 with RT::Crypt::SMIME
Message-ID: <BE633C25-1A44-408F-80A4-8BED5810EB69@apple.com>

Hi,

I have installed RT::Crypt::SMIME module from CPAN to my  RT  
installation. To test it I downloaded a free digital certificate for  
SMIME. I converted the certificate (which was intially in .p12 format)  
to .pem format using Open SSL. Furthur, I modified  RT_SiteConfig.pm as:

	use RT::Crypt::SMIME;
        Set($OpenSSLPath, ('/usr/bin/openssl'); # or wherever openssl  
lives
        Set($SMIMEKeys, ?('/opt/rt3/etc'); #this location contains my  
certificate address.pem
        Set($SMIMEPasswords, { address => ('squeamish ossifrage'});
        @MailPlugins = (qw(Auth::MailFrom Auth::SMIME));

After restarting the server and sending mail through RT, I am getting  
a mail from server that there are no public keys defined.

I logged into my RT as root and pasted my public key  into public key  
custom field to all the users( including me)  who will get mail  
notification.

After this the mails which are being delivered donot contain any body.


  What could be the possible problem? Please tell me if I have missed  
any step?

Thanks,

Siddharth






From gleduc at mail.sdsu.edu  Thu May 13 11:05:03 2010
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 13 May 2010 08:05:03 -0700
Subject: [rt-users] Scrip to unown and change queue so we can keep all
 queues	hidden?
In-Reply-To: <4BEBD6AF.4EF5.001E.0@NorMed.ca>
References: <4BEBD6AF.4EF5.001E.0@NorMed.ca>
Message-ID: <4BEC151F.3050304@mail.sdsu.edu>

Hi Mike,

I haven't done this, but it sounds pretty straightforward using a scrip. 
  Have a custom field with 2 possible values, "blank" and "disown". 
Your scrip uses a custom condition that triggers when that field changes 
to "disown".  You have the custom action do the owner change (to 
nobody), the queue change, and then change the custom field back to 
"blank".  The wiki should be able to give you good examples of all three 
actions as well as the custom condition.

Regards,
Gene

On 5/13/2010 7:34 AM, Mike Johnson wrote:
> Hi everyone,
>
> I'm curious if anyone has ventured out to build a scrip that would unown a ticket, and reassign to another queue based on a custom field value.
>
> Basically what I was looking for was the ability to hide all other queues from a group of support staff.  But when they get a ticket that doesn't belong to them, they can remove themselves as owners, and put the ticket in the appropriate queue.  Now if you have the queues hidden, the only thing I could think of is let the RT-system remove them as owner, and change the queue based off of a custom field value they'd change.
>
> Is it possible?
>
> Has anyone done 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 normed.ca
> Technology assistance: email nosmhelpdesk at normed.ca
> Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays:
> Off campus toll free 1 (800) 461-8777, option 8, or locally either
> (705) 662-7120 or (807) 766-7500
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From torsten.brumm at googlemail.com  Thu May 13 11:06:10 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Thu, 13 May 2010 17:06:10 +0200
Subject: [rt-users] Filtering out unneeded info from ticket
In-Reply-To: <AANLkTinNn4ua1v6tyHhQcIZB8x3tDtipo6BnerGHPZrf@mail.gmail.com>
References: <AANLkTinNn4ua1v6tyHhQcIZB8x3tDtipo6BnerGHPZrf@mail.gmail.com>
Message-ID: <AANLkTik7PXy90OAJUHu-5zlzzw82mXzHjlPgoKV05iDq@mail.gmail.com>

Check ths out: http://wiki.bestpractical.com/view/HideTransactions

Torsten

2010/5/13 Chris Hall <hiro24 at gmail.com>

> How can I filter from the history information I don't want to see?  For
> example.. snippet from a recent ticket:
>
> Mon May 10 10:26:17 2010 The RT System itself - Status changed from 'new'
> to 'open'
>    <http://rt.imctv.com/Ticket/Display.html?id=43#txn-708>
> Mon May 10 10:26:17 2010 Allen Stevens - Given to Allen Stevens
>      <http://rt.imctv.com/Ticket/Display.html?id=43#txn-720>
> Mon May 10 10:33:04 2010 Allen Stevens - Queue changed from Corporate
> Support to Central Office
>      <http://rt.imctv.com/Ticket/Display.html?id=43#txn-721>
> Mon May 10 10:33:05 2010 The RT System itself - Outgoing email recorded
>   Mon May 10 10:33:05 2010 Allen Stevens - Given to Nobody
>
> They only want to see like... correspondence/comments.  So where would I
> want to go to start filtering out all the "other" stuff from history when
> they look at the ticket?
>
>
> 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 rfh at vialtus.com  Thu May 13 11:06:34 2010
From: rfh at vialtus.com (Raed El-Hames)
Date: Thu, 13 May 2010 16:06:34 +0100
Subject: [rt-users] Filtering out unneeded info from ticket
In-Reply-To: <AANLkTinNn4ua1v6tyHhQcIZB8x3tDtipo6BnerGHPZrf@mail.gmail.com>
References: <AANLkTinNn4ua1v6tyHhQcIZB8x3tDtipo6BnerGHPZrf@mail.gmail.com>
Message-ID: <4BEC157A.7030800@vialtus.com>

Hi Chris;

The value of the information you want to hide is only appreciated when 
you need it.
But its possible to remove them from the ticket history by editing:
Ticket/Elements/ShowHistory
In the <%INIT> section  change:
} else {
    $Transactions = $Ticket->Transactions;
}

to
} else {
    $Transactions = $Ticket->Transactions;
    $Transactions->Limit(FIELD => 'Type', VALUE => 'Correspond');
    $Transactions->Limit(FIELD => 'Type', VALUE => 'Comment);
    $Transactions->Limit(FIELD => 'Type', VALUE => 'Create');
}

Regards;

Roy

Chris Hall wrote:
> How can I filter from the history information I don't want to see?  
> For example.. snippet from a recent ticket:
>
> Mon May 10 10:26:17 2010 The RT System itself - Status changed from 
> 'new' to 'open'
> <http://rt.imctv.com/Ticket/Display.html?id=43#txn-708>Mon May 10 10:26:17 2010 
> Allen Stevens - Given to Allen Stevens
> <http://rt.imctv.com/Ticket/Display.html?id=43#txn-720>Mon May 10 10:33:04 2010 
> Allen Stevens - Queue changed from Corporate Support to Central Office
> <http://rt.imctv.com/Ticket/Display.html?id=43#txn-721>Mon May 10 10:33:05 2010 
> The RT System itself - Outgoing email recorded
> Mon May 10 10:33:05 2010 Allen Stevens - Given to Nobody
>
> They only want to see like... correspondence/comments.  So where would 
> I want to go to start filtering out all the "other" stuff from history 
> when they look at the ticket?


From kfcrocker at lbl.gov  Thu May 13 11:43:27 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 13 May 2010 08:43:27 -0700
Subject: [rt-users] Scrip to unown and change queue so we can keep all
	queues hidden?
In-Reply-To: <4BEBD6AF.4EF5.001E.0@NorMed.ca>
References: <4BEBD6AF.4EF5.001E.0@NorMed.ca>
Message-ID: <AANLkTilK_9bFMNVwp0G-AhDnww4hsL4X4SyWd4w4Hzro@mail.gmail.com>

Mike,

Try something like this:

# Custom Condition:

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;

# Check the CF for the changed value

if  ($trans->Type eq 'CustomField')
    {
     my $cf = new RT::CustomField($RT::SystemUser);
     $cf->LoadByName(Queue => $ticket->QueueObj->id,
         Name => "NAME OF CF");
     return 0 unless ($cf->id and $approver ne $owner);
     if  ($trans->Field == $cf->id &&
          $trans->NewValue eq "Whatever")
          {
           return 1;
          }
    }

return 0;

# Custom Action Prep Code:

# set new Ticket Owner value

my $ticket = $self->TicketObj;
$ticket->SetOwner(10, 'Force');
return 1;

# Custom Action Cleanup Code:
return 1;


This code will change the owner to "Nobody" when the CF is changed. All you
need to do is add the code to change the Queue.

Hope this helps.

Kenn
LBNL
On Thu, May 13, 2010 at 7:34 AM, Mike Johnson <Mike.Johnson at normed.ca>wrote:

> Hi everyone,
>
> I'm curious if anyone has ventured out to build a scrip that would unown a
> ticket, and reassign to another queue based on a custom field value.
>
> Basically what I was looking for was the ability to hide all other queues
> from a group of support staff.  But when they get a ticket that doesn't
> belong to them, they can remove themselves as owners, and put the ticket in
> the appropriate queue.  Now if you have the queues hidden, the only thing I
> could think of is let the RT-system remove them as owner, and change the
> queue based off of a custom field value they'd change.
>
> Is it possible?
>
> Has anyone done 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 normed.ca
> Technology assistance: email nosmhelpdesk at normed.ca
> Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat
> holidays:
> Off campus toll free 1 (800) 461-8777, option 8, or locally either
> (705) 662-7120 or (807) 766-7500
>
>
>
> 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 hiro24 at gmail.com  Thu May 13 13:28:43 2010
From: hiro24 at gmail.com (Chris Hall)
Date: Thu, 13 May 2010 13:28:43 -0400
Subject: [rt-users] Filtering out unneeded info from ticket
In-Reply-To: <4BEC157A.7030800@vialtus.com>
References: <AANLkTinNn4ua1v6tyHhQcIZB8x3tDtipo6BnerGHPZrf@mail.gmail.com>
	<4BEC157A.7030800@vialtus.com>
Message-ID: <AANLkTikNFNzGigkPwYqcJlnXBk4YHhUDiyyVQTagxVz4@mail.gmail.com>

Thanks Raed and Torsten, I took a little bit of both.  I ended up editing
Ticket/Elements/ShowHistory with:

} else {
  $Transactions = $Ticket->Transactions;
  if ($r->uri =~ /History\.html/) {
  } else {
  $Transactions->Limit(FIELD => 'Type', VALUE => 'Correspond');
  $Transactions->Limit(FIELD => 'Type', VALUE => 'Comment');
  $Transactions->Limit(FIELD => 'Type', VALUE => 'Create');
  }
}

so that the "full" history would be shown if the history link was clicked,
as alluded to in Torsten's link. (I couldn't seem to get the Callbacks
working for some reason.. maybe I just needed to restart apache?)  so with
this code, only the added comments are shown unless you are looking from the
history link, in which case everything is shown.. seems to work pretty well.
 I'll keep looking later though, as I'd rather get the callbacks working
instead.  Thanks for the help guys.

On Thu, May 13, 2010 at 11:06 AM, Raed El-Hames <rfh at vialtus.com> wrote:

> Hi Chris;
>
> The value of the information you want to hide is only appreciated when you
> need it.
> But its possible to remove them from the ticket history by editing:
> Ticket/Elements/ShowHistory
> In the <%INIT> section  change:
> } else {
>   $Transactions = $Ticket->Transactions;
> }
>
> to
> } else {
>   $Transactions = $Ticket->Transactions;
>   $Transactions->Limit(FIELD => 'Type', VALUE => 'Correspond');
>   $Transactions->Limit(FIELD => 'Type', VALUE => 'Comment);
>   $Transactions->Limit(FIELD => 'Type', VALUE => 'Create');
> }
>
> Regards;
>
> Roy
>
> Chris Hall wrote:
>
>> How can I filter from the history information I don't want to see?  For
>> example.. snippet from a recent ticket:
>>
>> Mon May 10 10:26:17 2010 The RT System itself - Status changed from 'new'
>> to 'open'
>> <http://rt.imctv.com/Ticket/Display.html?id=43#txn-708>Mon May 10
>> 10:26:17 2010 Allen Stevens - Given to Allen Stevens
>> <http://rt.imctv.com/Ticket/Display.html?id=43#txn-720>Mon May 10
>> 10:33:04 2010 Allen Stevens - Queue changed from Corporate Support to
>> Central Office
>> <http://rt.imctv.com/Ticket/Display.html?id=43#txn-721>Mon May 10
>> 10:33:05 2010 The RT System itself - Outgoing email recorded
>>
>> Mon May 10 10:33:05 2010 Allen Stevens - Given to Nobody
>>
>> They only want to see like... correspondence/comments.  So where would I
>> want to go to start filtering out all the "other" stuff from history when
>> they look at the ticket?
>>
>
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From Hossein.Rafighi at triumf.ca  Thu May 13 16:25:16 2010
From: Hossein.Rafighi at triumf.ca (Hossein Rafighi)
Date: Thu, 13 May 2010 13:25:16 -0700
Subject: [rt-users] Problem with replying to tickets
In-Reply-To: <AANLkTikNFNzGigkPwYqcJlnXBk4YHhUDiyyVQTagxVz4@mail.gmail.com>
References: <AANLkTinNn4ua1v6tyHhQcIZB8x3tDtipo6BnerGHPZrf@mail.gmail.com>	<4BEC157A.7030800@vialtus.com>
	<AANLkTikNFNzGigkPwYqcJlnXBk4YHhUDiyyVQTagxVz4@mail.gmail.com>
Message-ID: <4BEC602C.8040302@triumf.ca>

Hi all,

I am not sure if this is a feature of 3.8.7 or something that I've done! 
It seems when one replies to a ticket using the RT's web interface 
previous correspondence or the original message is not inline and is not 
displayed over or bellow the reply. I used to see previous messages when 
replying to tickets before the upgrade.

Does anyone know what might be the problem?

Cheers,
Hossein

-- 
  _____  _____   _____  _   _  _   _  ____ 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 jpierce at cambridgeenergyalliance.org  Thu May 13 16:32:27 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 13 May 2010 16:32:27 -0400
Subject: [rt-users] Problem with replying to tickets
In-Reply-To: <4BEC602C.8040302@triumf.ca>
References: <AANLkTinNn4ua1v6tyHhQcIZB8x3tDtipo6BnerGHPZrf@mail.gmail.com>
	<4BEC157A.7030800@vialtus.com>
	<AANLkTikNFNzGigkPwYqcJlnXBk4YHhUDiyyVQTagxVz4@mail.gmail.com>
	<4BEC602C.8040302@triumf.ca>
Message-ID: <AANLkTiloRZycj99zMgqiHZvKyL2RP7wY8XJhPFYUrl_N@mail.gmail.com>

Did you click the correct link? Links on the top right of the page
do not quote, those next to a message do.

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


From Hossein.Rafighi at triumf.ca  Thu May 13 17:45:12 2010
From: Hossein.Rafighi at triumf.ca (Hossein Rafighi)
Date: Thu, 13 May 2010 14:45:12 -0700
Subject: [rt-users] Problem with replying to tickets
In-Reply-To: <AANLkTiloRZycj99zMgqiHZvKyL2RP7wY8XJhPFYUrl_N@mail.gmail.com>
References: <AANLkTinNn4ua1v6tyHhQcIZB8x3tDtipo6BnerGHPZrf@mail.gmail.com>	
	<4BEC157A.7030800@vialtus.com>	
	<AANLkTikNFNzGigkPwYqcJlnXBk4YHhUDiyyVQTagxVz4@mail.gmail.com>	
	<4BEC602C.8040302@triumf.ca>
	<AANLkTiloRZycj99zMgqiHZvKyL2RP7wY8XJhPFYUrl_N@mail.gmail.com>
Message-ID: <4BEC72E8.2010503@triumf.ca>

Okay thanks. Has this always been the case?

Hossein

Jerrad Pierce wrote:
> Did you click the correct link? Links on the top right of the page
> do not quote, those next to a message do.
>
>   

-- 
  _____  _____   _____  _   _  _   _  ____ 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 jpierce at cambridgeenergyalliance.org  Thu May 13 17:49:43 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 13 May 2010 17:49:43 -0400
Subject: [rt-users] Problem with replying to tickets
In-Reply-To: <4BEC72E8.2010503@triumf.ca>
References: <AANLkTinNn4ua1v6tyHhQcIZB8x3tDtipo6BnerGHPZrf@mail.gmail.com>
	<4BEC157A.7030800@vialtus.com>
	<AANLkTikNFNzGigkPwYqcJlnXBk4YHhUDiyyVQTagxVz4@mail.gmail.com>
	<4BEC602C.8040302@triumf.ca>
	<AANLkTiloRZycj99zMgqiHZvKyL2RP7wY8XJhPFYUrl_N@mail.gmail.com>
	<4BEC72E8.2010503@triumf.ca>
Message-ID: <AANLkTikhAcFiNTZhxOB-jWz8xlZowC6wxYioBtqzMF5B@mail.gmail.com>

>> Did you click the correct link? Links on the top right of the page
>> do not quote, those next to a message do.
As long as I can remember. It's actually a very useful distinction.
It allows one to quote only the relevant bits, or nothing at all.
Quoting is IMHO antithetical to RT's full history keeping system,
but some people are lost if not presented with a (partial)
transcript along with the the few sentences of new information ;-)

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


From blake at eos-3.com  Thu May 13 21:06:52 2010
From: blake at eos-3.com (Blake Turner)
Date: Thu, 13 May 2010 18:06:52 -0700
Subject: [rt-users] To NotifyActor or not to NotifyActor ...
Message-ID: <011601caf301$bd35ffb0$37a1ff10$@com>

Hey all,

 

                I really wanted the content of a new ticket to be emailed to
the user that "take"s the ticket from the queue. The only way I could figure
to make this happen was to set NotifyActor to 1 in the Site_Config. But now
I am running across a whole mess of stuff being set to the owner while they
are working within a ticket that I would rather not have happening. replying
to a requestor from the user's email account for one. I am just wondering if
there is anyone to override this NotifyActor setting in a custom scrip for
only this one task. Maybe something along the lines of setting a custom
scrip to just ignore the fact that NotifyActor is set to 0 for this
particular scrip. If it is not possible, then I guess I will have to live
with the extra emails being sent back to the owner on all of their
correspondence, because I really need to keep the ability to have a
requestor's initial email sent to the owner's email once they take that
ticket.

 

thanks in advance for any direction or wisdom !

 

 

 

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From Julian.Grunnell at webfusion.com  Fri May 14 04:37:19 2010
From: Julian.Grunnell at webfusion.com (Julian Grunnell)
Date: Fri, 14 May 2010 09:37:19 +0100
Subject: [rt-users] RT & mysql / LDAP Auth
In-Reply-To: <4BEBF6F2.70504@jennic.com>
References: <78D290A81905884FAFF0C025F980FA0A0261@pippa.internal.hosteurope.com>	<4BE7F3E7.90704@jennic.com>
	<78D290A81905884FAFF0C025F980FA0A07D0@pippa.internal.hosteurope.com>
	<4BEBF6F2.70504@jennic.com>
Message-ID: <sig.0750c4e667.78D290A81905884FAFF0C025F980FA0A0D0B@pippa.internal.hosteurope.com>

--
Julian Grunnell
This email is subject to: www.corporate.webfusion.co.uk/disclaimer

>-----Original Message-----
>From: Mike Peachey [mailto:mike.peachey at jennic.com]
>Sent: 13 May 2010 13:56
>To: Julian Grunnell
>Cc: rt-users at lists.bestpractical.com
>Subject: Re: [rt-users] RT & mysql / LDAP Auth
>
>Julian Grunnell wrote:
>>> -----Original Message-----
>>> From: Mike Peachey [mailto:mike.peachey at jennic.com]
>>> Sent: 10 May 2010 12:54
>>> To: Julian Grunnell
>>> Cc: rt-users at lists.bestpractical.com
>>> Subject: Re: [rt-users] RT & mysql / LDAP Auth
>>>
>>
>> So at present users are just authenticating against RT's own DB for
>user
>> access. What I'd like to do is keep this but also have LDAP. The
>reason
>> being users now have multiple usernames / passwords for different
>> services we run and I want to use LDAP as a way to simplify this -
BUT
>> in order for this to be done I also need to be able to keep the MySQL
>> access for now and not break RT for all the users.
>>
>> The RT DB is on a different physical server and the fact that after I
>> restarted httpd with the config above and could still login with my
>> usual (mysql) credentials assumed that atleast part of it was working
>-
>> is this not the case?
>
>No, you've misunderstood and it has massively complicated your
debugging
>of the situation.
>
>ExternalAuth *only* adds to the available authentication mechanisms. It
>does not replace RT's own. The use of ExternalAuth MySQL authentication
>is if you want to be able to authenticate against some other MySQL
>source such as a custom website database or the database of another
>web-application. This is /in addition/ to checking against RT's own
>internal database (whether this is hosted locally or not).
>
>So, authentication happens in this order:
>
>1. ExternalAuth
>2. RT-Internal
>
>And you can have as many ExternalAuth sources as you wish.
>
>
>For your setup, what you want is to only specify the LDAP source which
>is then checked for a valid user. If there's no user in LDAP, RT's
>internal DB will be checked.
>--
>Kind Regards,
>
[>] 
Right, thanks - that makes sense now. I misunderstood the use of this
and thought you had to define ALL the authentication methods you wanted
to use. So I have removed the MySQL section completely from the config
and tried again with different results. Using my LDAP credentials I
still get "Your username or password is incorrect" BUT RT has created me
as a user, the "Let this user be granted rights" box is unchecked and
I'm NOT a member of any Groups. The logs created when this was done are:

[Fri May 14 08:22:41 2010] [debug]: Attempting to use external auth
service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h.pm:64)
[Fri May 14 08:22:41 2010] [debug]: Calling UserExists with $username
(jgrunnell) and $service (My_LDAP)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h.pm:105)
[Fri May 14 08:22:41 2010] [debug]: UserExists params:
username: jgrunnell , service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h/LDAP.pm:274)
[Fri May 14 08:22:41 2010] [debug]: LDAP Search ===  Base:
ou=hosting,ou=corp,dc=internal,dc=hosteurope,dc=com == Filter:
(&(objectClass=User)(sAMAccountName=jgrunnell)) == Attrs:
l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,
sAMAccountName,physicalDeliveryOfficeName,sAMAccountName
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h/LDAP.pm:304)
[Fri May 14 08:22:41 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: jgrunnell, Name: jgrunnell,
Privileged: 0
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h.pm:450)
[Fri May 14 08:22:41 2010] [debug]: Attempting to get user info using
this external service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h.pm:458)
[Fri May 14 08:22:41 2010] [debug]: Attempting to use this
canonicalization key: Name
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h.pm:472)
[Fri May 14 08:22:41 2010] [debug]: LDAP Search ===  Base:
ou=hosting,ou=corp,dc=internal,dc=hosteurope,dc=com == Filter:
(&(objectClass=User)(sAMAccountName=jgrunnell)) == Attrs:
l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,
sAMAccountName,physicalDeliveryOfficeName,sAMAccountName
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h/LDAP.pm:195)
[Fri May 14 08:22:41 2010] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: ,
City: , Country: , Disabled: 0, EmailAddress:
Julian.Grunnell at webfusion.com, ExternalAuthId: jgrunnell, Gecos:
jgrunnell, Name: jgrunnell, Organization: Leeds, Privileged: 0,
RealName: Julian Grunnell, State: , WorkPhone: 0208 587 7212, Zip:
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h.pm:536)
[Fri May 14 08:22:41 2010] [debug]: About to think about scrips for
transaction #30149954
(/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)
[Fri May 14 08:22:42 2010] [debug]: About to think about scrips for
transaction #30149955
(/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)
[Fri May 14 08:22:42 2010] [info]: Autocreated external user jgrunnell (
8078757 )
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h.pm:132)
[Fri May 14 08:22:42 2010] [debug]: Loading new user ( jgrunnell ) into
current session
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h.pm:138)
[Fri May 14 08:22:42 2010] [debug]: Password validation required for
service - Executing...
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h.pm:155)
[Fri May 14 08:22:42 2010] [debug]: Trying external auth service:
My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h/LDAP.pm:16)
[Fri May 14 08:22:42 2010] [debug]: LDAP Search ===  Base:
ou=hosting,ou=corp,dc=internal,dc=hosteurope,dc=com == Filter:
(&(sAMAccountName=jgrunnell)(objectClass=User)) == Attrs: dn
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h/LDAP.pm:43)
[Fri May 14 08:22:42 2010] [debug]: Found LDAP DN: CN=Julian
Grunnell,OU=Technical,OU=Users,OU=Leeds,OU=Webfusion,OU=Hosting,OU=Corp,
DC=internal,DC=hosteurope,DC=com
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h/LDAP.pm:75)
[Fri May 14 08:22:42 2010] [debug]: LDAP Search ===  Base:
ou=hosting,ou=corp,dc=internal,dc=hosteurope,dc=com == Filter:
(GROUP_ATTR=CN=Julian
Grunnell,OU=Technical,OU=Users,OU=Leeds,OU=Webfusion,OU=Hosting,OU=Corp,
DC=internal,DC=hosteurope,DC=com) == Attrs: dn
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h/LDAP.pm:100)
[Fri May 14 08:22:42 2010] [critical]: Search for (GROUP_ATTR=CN=Julian
Grunnell,OU=Technical,OU=Users,OU=Leeds,OU=Webfusion,OU=Hosting,OU=Corp,
DC=internal,DC=hosteurope,DC=com) failed: LDAP_INVALID_DN_SYNTAX 34
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h/LDAP.pm:116)
[Fri May 14 08:22:42 2010] [debug]: LDAP password validation result: 0
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h.pm:334)
[Fri May 14 08:22:42 2010] [debug]: Password Validation Check Result:  0
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAut
h.pm:159)
[Fri May 14 08:22:42 2010] [debug]: Autohandler called ExternalAuth.
Response: (0, Password Invalid)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAu
th/autohandler/Auth:26)
[Fri May 14 08:22:42 2010] [error]: FAILED LOGIN for jgrunnell from
212.103.233.1 (/opt/rt3/share/html/autohandler:268)


So making some progress, but not quite there.

Thanks.



From mike.peachey at jennic.com  Fri May 14 05:32:32 2010
From: mike.peachey at jennic.com (Mike Peachey)
Date: Fri, 14 May 2010 10:32:32 +0100
Subject: [rt-users] RT & mysql / LDAP Auth
In-Reply-To: <sig.0750c4e667.78D290A81905884FAFF0C025F980FA0A0D0B@pippa.internal.hosteurope.com>
References: <78D290A81905884FAFF0C025F980FA0A0261@pippa.internal.hosteurope.com>	<4BE7F3E7.90704@jennic.com>	<78D290A81905884FAFF0C025F980FA0A07D0@pippa.internal.hosteurope.com>	<4BEBF6F2.70504@jennic.com>
	<sig.0750c4e667.78D290A81905884FAFF0C025F980FA0A0D0B@pippa.internal.hosteurope.com>
Message-ID: <4BED18B0.3070308@jennic.com>

Julian Grunnell wrote:

> Right, thanks - that makes sense now. I misunderstood the use of this
> and thought you had to define ALL the authentication methods you wanted
> to use. So I have removed the MySQL section completely from the config
> and tried again with different results. Using my LDAP credentials I
> still get "Your username or password is incorrect" BUT RT has created me
> as a user, the "Let this user be granted rights" box is unchecked and
> I'm NOT a member of any Groups. The logs created when this was done are:

1. It found you and loaded your information from LDAP just as it should.
2. ExternalAuth cannot currently add you to any internal RT groups based
on LDAP information, this must be done in the RT administration panels.
3. If you want LDAP users to be automatically assigned "Let this user be
granted rights" then you may do so with this config setting:
  Set($AutoCreate, {Privileged => 1});
Otherwise it will need setting manually along with group membership.


The only thing that is now failing for you is authentication and the
reason is now obvious:

Your config
#######################################################################
# Does authentication depend on group membership? What group name?
'group'  =>  'GROUP_NAME',
# What is the attribute for the group object that determines membership?
'group_attr'  =>  'GROUP_ATTR',
#######################################################################

Your log
#######################################################################
[Fri May 14 08:22:42 2010]

[critical]:

Search for (GROUP_ATTR=CN=Julian
Grunnell,OU=Technical,OU=Users,OU=Leeds,OU=Webfusion,OU=Hosting,OU=Corp,DC=internal,DC=hosteurope,DC=com)


failed: LDAP_INVALID_DN_SYNTAX 34

#######################################################################

You have told ExternalAuth that all ldap users must be in an ldap group
named GROUP_NAME and that in order to confirm that the users are a
member of that group, the members should be in the GROUP_ATTR attribute
of that group.

If you simply comment out group and group_attr it should work fine. If
in future you wish to restrict access by group, ensure the group name is
specified in full ldap dn form.
-- 
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 richard at fastnet.co.uk  Fri May 14 05:59:55 2010
From: richard at fastnet.co.uk (Richard Mealing)
Date: Fri, 14 May 2010 10:59:55 +0100
Subject: [rt-users] FW: Comments.
Message-ID: <E6BE51A3C3EE3147947B0CBCE62442D6021782B6@fnserver02.fastnet.local>

Hi everyone,

 

I'm having issues with comments on RT, whereby someone in our company
that does not use the system replies using the comment address and this
comment goes off to the requester still.

 

I have set-up a comment address and as far as I can see it's working
correctly, but sometimes it goes off to the requester.

 

 

I have been testing and when I do it the comment does not come back to
my test address, but if a customer emails, we send a comment to the
sales team, they reply (using outlook) and the comment goes off back to
the customer.

 

Can someone tell me how to overcome this issue?

 

 

I have this set - 

 

Set($CorrespondAddress , 'help at mydomain.co.uk');

 

Set($CommentAddress , 'help-int at mydomain.co.uk');

 

 

 

I also have this set in fetchmail - 

 

less /usr/local/etc/fetchmailrc

poll mail.mydomain.co.uk proto pop3:

username help0x023box   password blahblah   mda
"/usr/local/bin/rt-mailgate --url http://rt.mydomain.co.uk --queue Help
--action correspond --debug"

username richtesthelp   password blahblah   mda
"/usr/local/bin/rt-mailgate --url http://rt.mydomain.co.uk --queue Help
--action comment --debug"

 

What other information do you need?

 

Richard

 

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From kfcrocker at lbl.gov  Fri May 14 13:07:51 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 14 May 2010 10:07:51 -0700
Subject: [rt-users] To NotifyActor or not to NotifyActor ...
In-Reply-To: <011601caf301$bd35ffb0$37a1ff10$@com>
References: <011601caf301$bd35ffb0$37a1ff10$@com>
Message-ID: <AANLkTinyUaQ5VBkGwEbDMkaD-7T5PIeBKs2yUR4aU97A@mail.gmail.com>

Blake,

I'm curious. Is there some reason a person *wouldn't* know what they were
getting when they take a ticket? I mean, I have to *SEE* the ticket in order
to take it. If I can see it, I can look at the info. So why do I need an
email to tell me I took a ticket when I'm the one that actually initiated
that act?
Also, what a person gets in that email is *up to you*. You can modify any
template to include/exclude all sorts of info when a condition triggers it.
Have you thought about having an email go *just* to the requestor when a
ticket is created and one *just* to the requestor when it is taken? You
could also create a *separate notification just* for the new owner if you *
really* think he needs it. All with different info in the template.

Just a few thoughts.

On Thu, May 13, 2010 at 6:06 PM, Blake Turner <blake at eos-3.com> wrote:

>  Hey all,
>
>
>
>                 I really wanted the content of a new ticket to be emailed
> to the user that "take"s the ticket from the queue. The only way I could
> figure to make this happen was to set NotifyActor to 1 in the Site_Config.
> But now I am running across a whole mess of stuff being set to the owner
> while they are working within a ticket that I would rather not have
> happening? replying to a requestor from the user's email account for one. I
> am just wondering if there is anyone to override this NotifyActor setting in
> a custom scrip for only this one task. Maybe something along the lines of
> setting a custom scrip to just ignore the fact that NotifyActor is set to 0
> for this particular scrip. If it is not possible, then I guess I will have
> to live with the extra emails being sent back to the owner on all of their
> correspondence, because I really need to keep the ability to have a
> requestor's initial email sent to the owner's email once they take that
> ticket.
>
>
>
> thanks in advance for any direction or wisdom !
>
>
>
> * *
>
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From kfcrocker at lbl.gov  Fri May 14 13:09:47 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 14 May 2010 10:09:47 -0700
Subject: [rt-users] FW: Comments.
In-Reply-To: <E6BE51A3C3EE3147947B0CBCE62442D6021782B6@fnserver02.fastnet.local>
References: <E6BE51A3C3EE3147947B0CBCE62442D6021782B6@fnserver02.fastnet.local>
Message-ID: <AANLkTikZnlugKqvmuiTO7FMYD6Bk5mrTKcuWf5XS--bU@mail.gmail.com>

Richard,

Have you checked *ALL* scrips to see if there is one that is initiated by
comments? Although this is not normal, someone could have created such a
scrip.

Kenn
LBNL

On Fri, May 14, 2010 at 2:59 AM, Richard Mealing <richard at fastnet.co.uk>wrote:

>  Hi everyone,
>
>
>
> I?m having issues with comments on RT, whereby someone in our company that
> does not use the system replies using the comment address and this comment
> goes off to the requester still.
>
>
>
> I have set-up a comment address and as far as I can see it?s working
> correctly, but sometimes it goes off to the requester.
>
>
>
>
>
> I have been testing and when *I* do it the comment does not come back to
> my test address, but if a customer emails, we send a comment to the sales
> team, they reply (using outlook) and the comment goes off back to the
> customer.
>
>
>
> Can someone tell me how to overcome this issue?
>
>
>
>
>
> I have this set ?
>
>
>
> Set($CorrespondAddress , 'help at mydomain.co.uk');
>
>
>
> Set($CommentAddress , 'help-int at mydomain.co.uk');
>
>
>
>
>
>
>
> I also have this set in fetchmail ?
>
>
>
> less /usr/local/etc/fetchmailrc
>
> poll mail.mydomain.co.uk proto pop3:
>
> username help0x023box   password blahblah   mda "/usr/local/bin/rt-mailgate
> --url http://rt.mydomain.co.uk --queue Help --action correspond --debug"
>
> username richtesthelp   password blahblah   mda "/usr/local/bin/rt-mailgate
> --url http://rt.mydomain.co.uk --queue Help --action comment --debug"
>
>
>
> What other information do you need?
>
>
>
> Richard
>
>
>
>
> 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 blake at eos-3.com  Fri May 14 13:20:32 2010
From: blake at eos-3.com (Blake Turner)
Date: Fri, 14 May 2010 10:20:32 -0700
Subject: [rt-users] To NotifyActor or not to NotifyActor ...
Message-ID: <jrqan1skmse4uws8w598v2cl.1273857493745@email.android.com>

Ken,

The reason that I Ned to owner to get an email is so that they can respond to the ticket directly from their email client, rather than via the RT web console.

In regards to the template email to the owner that takes a ticket: I was unable to get that to work with out enabling the NotifyActor. I assumed because the user that is taking ownership is actually performing the action. I would definately be able to do what I need if I could get a " when someone takes a ticket" scrip to actually send an email template out to the new owner.

Kenneth Crocker <kfcrocker at lbl.gov> wrote:

>Blake,
>
>I'm curious. Is there some reason a person *wouldn't* know what they were
>getting when they take a ticket? I mean, I have to *SEE* the ticket in order
>to take it. If I can see it, I can look at the info. So why do I need an
>email to tell me I took a ticket when I'm the one that actually initiated
>that act?
>Also, what a person gets in that email is *up to you*. You can modify any
>template to include/exclude all sorts of info when a condition triggers it.
>Have you thought about having an email go *just* to the requestor when a
>ticket is created and one *just* to the requestor when it is taken? You
>could also create a *separate notification just* for the new owner if you *
>really* think he needs it. All with different info in the template.
>
>Just a few thoughts.
>
>On Thu, May 13, 2010 at 6:06 PM, Blake Turner <blake at eos-3.com> wrote:
>
>>  Hey all,
>>
>>
>>
>>                 I really wanted the content of a new ticket to be emailed
>> to the user that "take"s the ticket from the queue. The only way I could
>> figure to make this happen was to set NotifyActor to 1 in the Site_Config.
>> But now I am running across a whole mess of stuff being set to the owner
>> while they are working within a ticket that I would rather not have
>> happening? replying to a requestor from the user's email account for one. I
>> am just wondering if there is anyone to override this NotifyActor setting in
>> a custom scrip for only this one task. Maybe something along the lines of
>> setting a custom scrip to just ignore the fact that NotifyActor is set to 0
>> for this particular scrip. If it is not possible, then I guess I will have
>> to live with the extra emails being sent back to the owner on all of their
>> correspondence, because I really need to keep the ability to have a
>> requestor's initial email sent to the owner's email once they take that
>> ticket.
>>
>>
>>
>> thanks in advance for any direction or wisdom !
>>
>>
>>
>> * *
>>
>>
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>

From raanders at cyber-office.net  Fri May 14 13:29:52 2010
From: raanders at cyber-office.net (Roderick A. Anderson)
Date: Fri, 14 May 2010 10:29:52 -0700
Subject: [rt-users] RTFM demo site?
Message-ID: <4BED8890.7010108@cyber-office.net>

I looked but didn't have any luck finding a site demoing RTFM.

I'm doing some research and RTFM looks like the beginning point for a 
Help Desk operation but would like to avoid an install, real or VM, at 
this time.

Any suggestions?


TIA,
Rod
-- 


From kfcrocker at lbl.gov  Fri May 14 13:32:40 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 14 May 2010 10:32:40 -0700
Subject: [rt-users] To NotifyActor or not to NotifyActor ...
In-Reply-To: <jrqan1skmse4uws8w598v2cl.1273857493745@email.android.com>
References: <jrqan1skmse4uws8w598v2cl.1273857493745@email.android.com>
Message-ID: <AANLkTimzxU7eKVFgtDoDEi_ij5KgE6lPjnmmGGqBT5Qf@mail.gmail.com>

Blake,

I think the new 3.8.8 release allows for individual override on the
NotifyActor in preferences. So, if you have users that wanted to be notified
when they did something, they could turn that on. Since the transaction is
already retained in the ticket history, most don't want the unnecessary
email, but hey, that's why they make different flavors of ice-cream. Good
luck.

Kenn
LBNL

On Fri, May 14, 2010 at 10:20 AM, Blake Turner <blake at eos-3.com> wrote:

> Ken,
>
> The reason that I Ned to owner to get an email is so that they can respond
> to the ticket directly from their email client, rather than via the RT web
> console.
>
> In regards to the template email to the owner that takes a ticket: I was
> unable to get that to work with out enabling the NotifyActor. I assumed
> because the user that is taking ownership is actually performing the action.
> I would definately be able to do what I need if I could get a " when someone
> takes a ticket" scrip to actually send an email template out to the new
> owner.
>
> Kenneth Crocker <kfcrocker at lbl.gov> wrote:
>
> >Blake,
> >
> >I'm curious. Is there some reason a person *wouldn't* know what they were
> >getting when they take a ticket? I mean, I have to *SEE* the ticket in
> order
> >to take it. If I can see it, I can look at the info. So why do I need an
> >email to tell me I took a ticket when I'm the one that actually initiated
> >that act?
> >Also, what a person gets in that email is *up to you*. You can modify any
> >template to include/exclude all sorts of info when a condition triggers
> it.
> >Have you thought about having an email go *just* to the requestor when a
> >ticket is created and one *just* to the requestor when it is taken? You
> >could also create a *separate notification just* for the new owner if you
> *
> >really* think he needs it. All with different info in the template.
> >
> >Just a few thoughts.
> >
> >On Thu, May 13, 2010 at 6:06 PM, Blake Turner <blake at eos-3.com> wrote:
> >
> >>  Hey all,
> >>
> >>
> >>
> >>                 I really wanted the content of a new ticket to be
> emailed
> >> to the user that "take"s the ticket from the queue. The only way I could
> >> figure to make this happen was to set NotifyActor to 1 in the
> Site_Config.
> >> But now I am running across a whole mess of stuff being set to the owner
> >> while they are working within a ticket that I would rather not have
> >> happening? replying to a requestor from the user's email account for
> one. I
> >> am just wondering if there is anyone to override this NotifyActor
> setting in
> >> a custom scrip for only this one task. Maybe something along the lines
> of
> >> setting a custom scrip to just ignore the fact that NotifyActor is set
> to 0
> >> for this particular scrip. If it is not possible, then I guess I will
> have
> >> to live with the extra emails being sent back to the owner on all of
> their
> >> correspondence, because I really need to keep the ability to have a
> >> requestor's initial email sent to the owner's email once they take that
> >> ticket.
> >>
> >>
> >>
> >> thanks in advance for any direction or wisdom !
> >>
> >>
> >>
> >> * *
> >>
> >>
> >>
> >>
> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> Buy a copy at http://rtbook.bestpractical.com
> >>
>
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From jpierce at cambridgeenergyalliance.org  Fri May 14 13:35:37 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 14 May 2010 13:35:37 -0400
Subject: [rt-users] To NotifyActor or not to NotifyActor ...
In-Reply-To: <jrqan1skmse4uws8w598v2cl.1273857493745@email.android.com>
References: <jrqan1skmse4uws8w598v2cl.1273857493745@email.android.com>
Message-ID: <AANLkTiki86BMG3IDj8KKvNbLvcXxlSepQygvX1IoOvl3@mail.gmail.com>

> The reason that I Ned to owner to get an email is so that they can respond to the ticket directly from their email client, rather than via the RT web console.
This just seems utterly pointless, even for an RT-phobe, the switching
back and forth is unnecessary.

If you really want to support this sort of thing my recommendation would
be to have the users setup to receive notifications of new tickets. They
can then reply, and in combination with one of the scrips on the wiki,
become the owner if they are the first to act on it.


From mathew.snyder at gmail.com  Fri May 14 14:13:04 2010
From: mathew.snyder at gmail.com (Mathew Snyder)
Date: Fri, 14 May 2010 14:13:04 -0400
Subject: [rt-users] Problem with comments not appearing in tickets
Message-ID: <AANLkTikX4toogaYQocT4ELoHgP1IWTyNEtFnWP_5WUqy@mail.gmail.com>

RT: 3.6.5
MySQL: 5.0.27
OS: Fedora Core 5
Mail agent: Postfix with a procmail filter

Without going into too much detail one of our queues is set up with a
procmail filter that blocks email from one address while allowing
email from only two domains. The reason for this has to do with the
one address being a mailing list which was wreaking havoc with the
ticketing systems mail processing. I don't recall the details but this
was the solution. That said, I believe it is working proplerly as the
.procmail/log file is showing all kinds of happy goodness going on.

Every now and then an email that is sent won't be added to the ticket
which it is meant for. Procmail indicates that it has been passed on
to rt-mailgate but nothing relevant shows up in the RT log:

Postfix log:
May 12 08:12:25 rt postfix/smtpd[28085]: connect from unknown[192.168.7.52]
May 12 08:12:25 rt postfix/smtpd[28085]: F3B512E004C:
client=unknown[192.168.7.52]
May 12 08:12:26 rt postfix/cleanup[28083]: F3B512E004C:
message-id=<A8BB894EBE311F479369F18EDCC1748F1856D84A at EX2K7VS02.4emm.local>
May 12 08:12:26 rt postfix/qmgr[4562]: F3B512E004C:
from=<xxxx at xxxxxxxxxxxxx.com>, size=74002, nrcpt=1 (queue active)
May 12 08:12:26 rt postfix/smtpd[28085]: disconnect from unknown[192.168.7.52]
May 12 08:12:26 rt postfix/local[28089]: F3B512E004C:
to=<faclog at rt.ops.xxxxxxxxxxx.com>, relay=local, delay=1, status=sent
(deliver
ed to command: /usr/bin/procmail)
May 12 08:12:26 rt postfix/qmgr[4562]: F3B512E004C: removed
May 12 08:12:27 rt postfix/pickup[27969]: 223402E004D: uid=48 from=<>
May 12 08:12:27 rt postfix/cleanup[28083]: 223402E004D:
message-id=<20100512121227.223402E004D at rt.ops>
May 12 08:12:27 rt postfix/qmgr[4562]: 223402E004D: from=<>,
size=75587, nrcpt=1 (queue active)
May 12 08:12:27 rt postfix/smtp[28084]: 223402E004D:
to=<xxxx at xxxxxxxxxxxxx.com>, relay=216.12.128.78[216.12.128.78],
delay=1, statu
s=sent (250 Ok: queued as BEAD1A7EE)
May 12 08:12:27 rt postfix/qmgr[4562]: 223402E004D: removed

Procmail log:
>From xxxx at xxxxxxxxxxxxx.com  Wed May 12 08:12:26 2010
 Subject: RE: [XxxxxxXxxxx.com #170915] Quote for Xxxxxxxx
  Folder: /usr/local/rt3/bin/rt-mailgate --queue facilities-logistics     73030
lockfile: Try praying, giving up on "/var/mail/faclog.lock"

RT Log:
[Wed May 12 08:11:42 2010] [warning]: Encode::Guess failed: ; fallback to
iso-8859-1 (/usr/local/rt3/lib/RT/I18N.pm:412)
[Wed May 12 08:14:40 2010] [crit]: Apache2::RequestIO::rflush: (103) Software
caused connection abort at /usr/lib/perl5/vendor_perl/
5.8.7/HTML/Mason/ApacheHandler.pm line 1029 (/usr/local/rt3/bin/webmux.pl:127)

As you can see, RT didn't do anything between 08:11 and 08:14. Looking
at the Apache error log doesn't show anything happening either. Just a
repeat of the Apache2::RequestIO::rflush error above and another one
hour prior. Unfortunately, we didn't have debugging on so I don't have
anything more helpful to look at.

Until this happens again with debug logging on I don't have anything
else to provide or look at. However until then, if anyone else has
experienced similar events and could give me a pointer to look at I'd
appreciate it.

-Mathew


From raubvogel at gmail.com  Fri May 14 17:34:36 2010
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Fri, 14 May 2010 17:34:36 -0400
Subject: [rt-users] No To: Field being generated.
In-Reply-To: <AANLkTinAivR-aNoJt2_ruKM45f4BBbSLRusgXhBRqPNf@mail.gmail.com>
References: <AANLkTimTSrZNsyP_yfRxBzMtXV7SxW9BlmNeS2QjneOI@mail.gmail.com>
	<AANLkTinAivR-aNoJt2_ruKM45f4BBbSLRusgXhBRqPNf@mail.gmail.com>
Message-ID: <AANLkTikPK1_LnKYkW4M4aEKOweHMoTX_-5enrbIftlk1@mail.gmail.com>

On Tue, May 11, 2010 at 3:21 PM, Ruslan Zakirov <ruz at bestpractical.com> wrote:
> Mauricio,
>
> Without logs and additional info we can not help you.
>
     Sorry for that. I sent a test email,

From: Mauricio Tavares <raubvogel at gmail.com>
To: support at domain.com
Date: Wed, May 12, 2010 at 3:28 PM
Subject: A Test

Here is the output of the RT log file for that ticket:

[Wed May 12 19:28:41 2010] [debug]: Converting 'ISO-8859-1' to 'utf-8'
for text/plain - A Test
(/usr/share/request-tracker3.6/lib/RT/I18N.pm:240)
[Wed May 12 19:28:41 2010] [debug]: About to think about scrips for
transaction #21919
(/usr/share/request-tracker3.6/lib/RT/Transaction_Overlay.pm:167)
[Wed May 12 19:28:41 2010] [debug]: About to think about scrips for
transaction #21920
(/usr/share/request-tracker3.6/lib/RT/Transaction_Overlay.pm:167)
[Wed May 12 19:28:41 2010] [debug]: About to think about scrips for
transaction #21921
(/usr/share/request-tracker3.6/lib/RT/Transaction_Overlay.pm:167)
[Wed May 12 19:28:41 2010] [debug]: About to think about scrips for
transaction #21922
(/usr/share/request-tracker3.6/lib/RT/Transaction_Overlay.pm:167)
[Wed May 12 19:28:41 2010] [debug]: About to think about scrips for
transaction #21923
(/usr/share/request-tracker3.6/lib/RT/Transaction_Overlay.pm:167)
[Wed May 12 19:28:41 2010] [debug]: About to prepare scrips for
transaction #21923
(/usr/share/request-tracker3.6/lib/RT/Transaction_Overlay.pm:171)
[Wed May 12 19:28:41 2010] [debug]: Found 5 scrips
(/usr/share/request-tracker3.6/lib/RT/Scrips_Overlay.pm:365)
[Wed May 12 19:28:42 2010] [debug]: About to commit scrips for
transaction #21923
(/usr/share/request-tracker3.6/lib/RT/Transaction_Overlay.pm:180)
[Wed May 12 19:28:42 2010] [info]:
<rt-3.6.7-23269-1273692521-949.1186-3-0 at domain.com> #1186/21923 -
Scrip 3  (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:266)
[Wed May 12 19:28:42 2010] [info]:
<rt-3.6.7-23269-1273692521-949.1186-3-0 at domain.com> sent  To:
raubvogel at gmail.com
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:297)
[Wed May 12 19:28:42 2010] [debug]: About to think about scrips for
transaction #21924
(/usr/share/request-tracker3.6/lib/RT/Transaction_Overlay.pm:167)
[Wed May 12 19:28:42 2010] [info]:
<rt-3.6.7-23269-1273692522-49.1186-4-0 at domain.com> #1186/21923 - Scrip
4  (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:266)
[Wed May 12 19:28:42 2010] [info]:
<rt-3.6.7-23269-1273692522-49.1186-4-0 at domain.com> sent  Bcc:
banana2 at domain.com, banana1 at domain.com, banana3 at domain.com,
banana4 at domain.com, banana5 at domain.com
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:297)
[Wed May 12 19:28:42 2010] [debug]: About to think about scrips for
transaction #21925
(/usr/share/request-tracker3.6/lib/RT/Transaction_Overlay.pm:167)
[Wed May 12 19:28:42 2010] [info]:
<rt-3.6.7-23269-1273692522-1233.1186-16-0 at domain.com> #1186/21923 -
Scrip 16 Notify Cc when ticket is created
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:266)
[Wed May 12 19:28:42 2010] [info]:
<rt-3.6.7-23269-1273692522-1233.1186-16-0 at domain.com> No recipients
found. Not sending.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:278)
[Wed May 12 19:28:42 2010] [info]: Ticket 1186 created in queue
'Support' by raubvogel at gmail.com
(/usr/share/request-tracker3.6/lib/RT/Ticket_Overlay.pm:756)

I believe the line that is telling me the To: field is not being populated is

[Wed May 12 19:28:42 2010] [info]:
<rt-3.6.7-23269-1273692522-1233.1186-16-0 at domain.com> No recipients
found. Not sending.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:278)

Does this help any?
> On Tue, May 11, 2010 at 6:25 PM, Mauricio Tavares <raubvogel at gmail.com> wrote:
>> For some reason messages/tickets sent by RT have no To: Fields, only
>> Reply-To:. Why would it be doing that? Looking into SendEmail.pm,
>>
>> sub To {
>> ? ?my $self = shift;
>> ? ?return ($self->_AddressesFromHeader('To'));
>> }
>>
>> it makes me think the To: field in the head object was not
>> extracted/populated. Am I on the right track or just idling aimlessly?
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>
>
> --
> Best regards, Ruslan.
>


From vaclav.ovsik at i.cz  Fri May 14 17:43:35 2010
From: vaclav.ovsik at i.cz (=?iso-8859-1?Q?V=E1clav_Ovs=EDk?=)
Date: Fri, 14 May 2010 23:43:35 +0200
Subject: [rt-users] Migration from MySQL to PostgreSQL - Pg datatypes for
	blobs?
Message-ID: <20100514214335.GA13941@bobek.localdomain>

Dear Users and Developers,
I'm facing a migration four instances RT 3.2.2 to RT 3.8.8 with a number
of customizations.
Back-end database is MySQL and I have prepared a script for loading
database dumps from old MySQL 3.23.58 to 5.0.51 (Debian Lenny)
and then upgrading RT schema (rt-setup-database).
A next script will migrate from MySQL to PostgreSQL.
The PostgreSQL database cluster is initialized with cs_CZ.UTF-8 locale.
A problem arises with a column Attachments.Content with a pg type text.

DBD::Pg::st execute failed: ERROR:  invalid byte sequence for encoding "UTF8": 0xed2066
HINT:  This error can also happen if the byte sequence does not match the encoding expected by the server, which is controlled by "client_encoding"...

I think the correct data-type should by bytea, but this data type has
a bit strange behavior. Nevertheless a data copy ends with success after
data-type change:

alter table attachments drop column content;
alter table attachments add column content bytea;

The problem with bytea is (at least in my script), that values needs
extra handling. Binding values to parameters of type bytea must by done
according manual page of DBD::Pg... (RT already uses bytea in the tables
session).

Other fields: ObjectCustomFieldValues.LargeContent, Attributes.Content?
Any suggestions?

Regards
-- 
Zito
-------------- next part --------------
#!/usr/bin/env perl
use strict;
use DBI;
use Data::Dumper;
use Getopt::Long;
use DBD::Pg qw(PG_BYTEA);


my ($verbose, $dryrun);

sub usage
{
    my ($exitcode) = @_;
    print STDERR <<EOF;
rt-mysql2pg [options]

Converts Request Tracker database from MySQL to PostgreSQL

Do a copy of every record in user tables from a source database to
a destination database. A destination schema must exists (same as source
schema), so inserts can be done without error. Tables in destination database
are deleted before doing a copy!

options:

    --src-dsn dsn	    perl DBI data source name (e.g. dbi:Pg:dbname=ca)
    --src-user user	    perl DBI user name
    --src-password pass	    perl DBI password

    --dst-dsn dsn	    perl DBI data source name (e.g. dbi:Pg:dbname=ca)
    --dst-user user	    perl DBI user name
    --dst-password pass	    perl DBI password

 -n --dry-run		    dry run (no db modifications)

 -v --verbose		    run verbosly (incremental)
 -h --help		    help usage

EOF
    exit($exitcode) if defined $exitcode;
}

sub user_tables
{
    my ($dbh) = @_;
    my $sth = $dbh->table_info(undef, undef, undef, 'TABLE');
    $sth->execute();
    my @user_tables;
    while ( my $r = $sth->fetchrow_arrayref() )
    {
	my ($table_cat, $table_schem, $table_name, $table_type, $remarks) = @$r;
	next unless $table_type eq 'TABLE';
	next if $dbh->{Driver}->{Name} eq 'Pg' && $table_schem ne 'public';
	push @user_tables, $table_name;
    }
    return \@user_tables;
}

sub user_seqs
{
    my ($dbh) = @_;
    return $dbh->selectcol_arrayref('SELECT sequence_name FROM information_schema.sequences');
}

sub column_info
{
    my ($dbh, $table) = @_;
    my $schema = $dbh->{Driver}->{Name} eq 'Pg' ? 'public' : undef;
    my $sth = $dbh->column_info(undef, $schema, $table, undef);
    $sth->execute();
    my (@coln, %colt);
    while ( my $r = $sth->fetchrow_arrayref() )
    {
	my ($table_cat, $table_schem, $table_name, $column_name, $data_type,
		$type_name, $column_size, $buffer_length, $decimal_digits,
		$num_prec_radix, $nullable, $remarks, $column_def,
		$sql_data_type, $sql_datetime_sub, $char_octet_length,
		$ordinal_position, $is_nullable, $type_name_and_size) = @$r;
	push @coln, lc($column_name);
	$colt{lc($column_name)} = {
		'data_type' => $data_type,
		'type_name' => lc($type_name),
		'type_name_and_size' => lc($type_name_and_size),
	};
    }
    return (\@coln, \%colt);
}

sub copy_table
{
    my ($table, $dbh_src, $dbh_dst) = @_;
    my ($scoln, $scolt) = column_info($dbh_src, $table);
    my ($dcoln, $dcolt) = column_info($dbh_dst, lc($table));
    my ($s_nrows) = $dbh_src->selectrow_array("SELECT count(*) FROM $table");
    my $ncols = @$dcoln;
    my $slist = join(',', sort keys %$scolt);
    my $dlist = join(',', sort keys %$dcolt);
    if ( $slist ne $dlist )
    {
	die qq|\nerror: columns of "$table" on source and destination differs!\n|
		.qq|src: $slist\ndst: $dlist\n|;
    }
    my $chunked = $scolt->{'id'}{'type_name'} eq 'int' ? 1 : 0;
    my ($id_min, $id_max) = (0, 1);
    my ($id_step) = 100;
    if ( $chunked )
    {
	($id_min, $id_max) = $dbh_src->selectrow_array("SELECT min(id), max(id) FROM $table");
    }
    my $c_sel = "SELECT " . join(',', @$dcoln) . " FROM $table";
    $c_sel .= " WHERE id >= ? AND id <= ?" if $chunked;
    $verbose < 2 || print "\n\texecuting on source:\n\t$c_sel\n";
    my @colattr = map {
	    $dcolt->{$_}{'type_name'} eq 'bytea' ? { pg_type => PG_BYTEA } : undef;
	} @$dcoln;
    my $c_ins = "INSERT INTO $table ("
	    . join(',', @$dcoln)
	    . ") VALUES ("
	    . ( join(',', ('?') x @$dcoln) )
	    . ")";
    my $sth_dst = $dbh_dst->prepare($c_ins);
    $verbose < 2 || print "\n\texecuting on dest:\n\t$c_ins\n\n";
    my $sth_src = $dbh_src->prepare($c_sel);
    my $n = 0;
    for(my $id_low = $id_min; $id_low <= $id_max; $id_low+=$id_step)
    {
	$sth_src->execute($chunked ? ($id_low, $id_low + $id_step -1) : ());
	while ( my $ar = $sth_src->fetchrow_arrayref() )
	{
	    $verbose < 3 || print Data::Dumper->Dump([$ar], [qw(values)]);
	    unless ( $dryrun ) {
		for(my $i = 0; $i < $ncols; $i++)
		{
		    $sth_dst->bind_param($i +1, $ar->[$i], $colattr[$i]);
		}
		$sth_dst->execute();
	    };
	    $n++;
	}
	if ( $verbose )
	{
	    my $msg = "; $n/$s_nrows rec";
	    print($msg, ("\b" x length($msg)));
	}
    }
    $n == $s_nrows
	    || die qq|error: $n rows copied, but source contains $s_nrows!\n|;
    return $n;
}

sub copy_everything
{
    my ($dbh_src, $dbh_dst) = @_;
    my @stabs = @{user_tables($dbh_src)};
    my @dtabs = @{user_tables($dbh_dst)};
    my @tabs = @stabs;
    foreach my $t (@dtabs)
    {
	push @tabs, $t unless grep(lc($_) eq lc($t), @stabs);
    }
    foreach my $table (@tabs)
    {
	if ( !grep(lc($_) eq lc($table), @dtabs) )
	{
	    warn qq|warn: skipping table "$table" not existing on destination\n|;
	    next;
	}
	if ( !grep(lc($_) eq lc($table), @stabs) )
	{
	    warn qq|warn: skipping table "$table" not existing on source\n|;
	    next;
	}
	$verbose && print "tab: $table: ";
	$dryrun || $dbh_dst->do("DELETE FROM $table");
	$verbose && print "del";
	my $n = copy_table($table, $dbh_src, $dbh_dst);
	$verbose && print "; $n records copied";
	$verbose && print "\n";
    }
    my $user_seqs = user_seqs($dbh_dst);
    foreach my $seq (@$user_seqs)
    {
	$verbose && print "seq: $seq: ";
	my $table = $seq;
	$table =~ s/_id_s(?:eq)?$//;
	$dbh_dst->do("SELECT setval('$seq', (SELECT max(id) FROM $table)+1)");
	$verbose && print "updated\n";
    }
}



MAIN: {
    $| = 1;
    my ($usage);
    my ($dbi_src_dsn, $dbi_src_user, $dbi_src_password);
    my ($dbi_dst_dsn, $dbi_dst_user, $dbi_dst_password);

    usage(1) unless Getopt::Long::GetOptions( 'h|help' => \$usage,
	    'v|verbose+' => \$verbose,
	    'n|dry-run' => \$dryrun,
	    'src-dsn=s' => \$dbi_src_dsn,
	    'src-user=s' => \$dbi_src_user,
	    'src-password=s' => \$dbi_src_password,
	    'dst-dsn=s' => \$dbi_dst_dsn,
	    'dst-user=s' => \$dbi_dst_user,
	    'dst-password=s' => \$dbi_dst_password);
    usage(0) if $usage;
    if ( @ARGV == 2 )
    {
	($dbi_src_dsn, $dbi_dst_dsn) = @ARGV;
    }
    elsif ( @ARGV )
    {
	usage(1);
    }
    die "destination DSN not set!\n" unless $dbi_dst_dsn ne '';
    die "source DSN not set!\n" unless $dbi_src_dsn ne '';
    my $dbh_dst = DBI->connect($dbi_dst_dsn, $dbi_dst_user, $dbi_dst_password,
			{
			    'RaiseError' => 1,
			    'AutoCommit' => 1,
			}
		    );
    my $dbh_src = DBI->connect($dbi_src_dsn, $dbi_src_user, $dbi_src_password,
			{
			    'RaiseError' => 1,
			    'AutoCommit' => 1,
			}
		    );
    $dbh_src->{'mysql_enable_utf8'} = 1;
    $dbh_src->do("SET NAMES utf8");
    copy_everything($dbh_src, $dbh_dst);
    $dbh_dst->disconnect();
    $dbh_src->disconnect();
}

From ruz at bestpractical.com  Fri May 14 18:24:20 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 15 May 2010 02:24:20 +0400
Subject: [rt-users] No To: Field being generated.
In-Reply-To: <AANLkTikPK1_LnKYkW4M4aEKOweHMoTX_-5enrbIftlk1@mail.gmail.com>
References: <AANLkTimTSrZNsyP_yfRxBzMtXV7SxW9BlmNeS2QjneOI@mail.gmail.com>
	<AANLkTinAivR-aNoJt2_ruKM45f4BBbSLRusgXhBRqPNf@mail.gmail.com>
	<AANLkTikPK1_LnKYkW4M4aEKOweHMoTX_-5enrbIftlk1@mail.gmail.com>
Message-ID: <AANLkTikPGzzyK4gLAlRvvT4nykCxRm9rTI5wY12tu_pJ@mail.gmail.com>

Hello,

I believe you should become more familiar with NotifyActor option.

On Sat, May 15, 2010 at 1:34 AM, Mauricio Tavares <raubvogel at gmail.com> wrote:
> On Tue, May 11, 2010 at 3:21 PM, Ruslan Zakirov <ruz at bestpractical.com> wrote:
>> Mauricio,
>>
>> Without logs and additional info we can not help you.
>>
> ? ? Sorry for that. I sent a test email,
>

-- 
Best regards, Ruslan.


From change+lists.rt at nightwind.net  Fri May 14 19:21:10 2010
From: change+lists.rt at nightwind.net (Nick Kartsioukas)
Date: Fri, 14 May 2010 16:21:10 -0700
Subject: [rt-users] A few scrip questions
Message-ID: <1273879270.9721.1375151611@webmail.messagingengine.com>

I've written an rt-crontool query that will find stalled tickets with a
"Starts" date of today, and open them (so we can take a work order that
doesn't need to be touched for a while and have it in the system, but
out of view until it's needed).  I want to write a scrip that will
notify the ticket owner when such a stalled ticket is opened by the
rt-crontool query, and I'm having a bit of trouble.
Does anyone know how to either:
1) make use of an external Perl module (Time::ParseDate) within a scrip
custom condition
or
2) get the LastUpdatedBy attribute in a scrip

I ran up against a brick wall with the first, and thought I'd be clever
by using the second, only to find I couldn't figure that one out either.

Thanks!

Here's my rt-crontool query in case anyone is interested:
./rt-crontool --search RT::Search::FromSQL --search-arg "Status =
'stalled' AND Starts < 'tomorrow' AND Starts > 'NULL' " --action
RT::Action::SetStatus --action-arg "open"

Rather than just search for entries that start "today", I wanted to
capture conditions in which the cron job may have been missed on a day
(outage) or if someone accidentally entered something with a year of
1970, hence the search for entries that are earlier than tomorrow.  The
check to make sure it's newer than null came after I accidentally opened
all our stalled tickets that had no "Starts" date in the ticket.


From elacour at easter-eggs.com  Sat May 15 01:23:01 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Sat, 15 May 2010 07:23:01 +0200
Subject: [rt-users] Migration from MySQL to PostgreSQL - Pg datatypes
 for blobs?
In-Reply-To: <20100514214335.GA13941@bobek.localdomain>
References: <20100514214335.GA13941@bobek.localdomain>
Message-ID: <20100515052301.GH22440@easter-eggs.com>

On Fri, May 14, 2010 at 11:43:35PM +0200, V?clav Ovs?k wrote:
> Dear Users and Developers,
> I'm facing a migration four instances RT 3.2.2 to RT 3.8.8 with a number
> of customizations.
> Back-end database is MySQL and I have prepared a script for loading
> database dumps from old MySQL 3.23.58 to 5.0.51 (Debian Lenny)
> and then upgrading RT schema (rt-setup-database).
> A next script will migrate from MySQL to PostgreSQL.
> The PostgreSQL database cluster is initialized with cs_CZ.UTF-8 locale.
> A problem arises with a column Attachments.Content with a pg type text.
> 


With Pg, this content is handled specifically, see _EncodeLOB in
lib/RT/Record.pm.

(see also mysql2Pg page on RTwiki).

also, are-you sure that you're mysql DB is using utf-8. If not, you
should first convert it or convert on the fly in your script.



From praveen.velu at hotmail.com  Sat May 15 01:34:08 2010
From: praveen.velu at hotmail.com (Praveen C)
Date: Sat, 15 May 2010 11:04:08 +0530
Subject: [rt-users] Running multiple instance of RT in debian
Message-ID: <BLU104-W197F2C7BF66E4BBC5EB91C90FE0@phx.gbl>



Hi All

Is there any way that I can run two instance of RT in Debian
I need seperate database and access for each RT.
-Praveen-


 		 	   		  
_________________________________________________________________
The amazing world in sharp snaps
http://news.in.msn.com/gallery/archive.aspx
-------------- next part --------------
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From elacour at easter-eggs.com  Sat May 15 02:00:07 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Sat, 15 May 2010 08:00:07 +0200
Subject: [rt-users] Running multiple instance of RT in debian
In-Reply-To: <BLU104-W197F2C7BF66E4BBC5EB91C90FE0@phx.gbl>
References: <BLU104-W197F2C7BF66E4BBC5EB91C90FE0@phx.gbl>
Message-ID: <20100515060007.GI22440@easter-eggs.com>

On Sat, May 15, 2010 at 11:04:08AM +0530, Praveen C wrote:
> 
> 
> Hi All
> 
> Is there any way that I can run two instance of RT in Debian
> I need seperate database and access for each RT.
>

just install two RT in two different directories, then esasiest way is
to configure those RT as fastcgi apps in apache.

see also

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



From vaclav.ovsik at i.cz  Sat May 15 07:35:36 2010
From: vaclav.ovsik at i.cz (=?iso-8859-1?Q?V=E1clav_Ovs=EDk?=)
Date: Sat, 15 May 2010 13:35:36 +0200
Subject: [rt-users] Migration from MySQL to PostgreSQL - Pg datatypes
 for blobs?
In-Reply-To: <20100515052301.GH22440@easter-eggs.com>
References: <20100514214335.GA13941@bobek.localdomain>
	<20100515052301.GH22440@easter-eggs.com>
Message-ID: <20100515113536.GA29957@bobek.localdomain>

Hi Emmanuel,
thanks for your reply.

On Sat, May 15, 2010 at 07:23:01AM +0200, Emmanuel Lacour wrote:
> With Pg, this content is handled specifically, see _EncodeLOB in
> lib/RT/Record.pm.
> 
> (see also mysql2Pg page on RTwiki).

I saw Base64 encoding in script on wiki page and also elsewhere, but
considered that as workaround to store binary data into Pg text
type-field.

Are you sure, that _EncodeLOB is used only for Pg?
Running grep in lib/RT (git 3.8-trunk):

zito at bobek:/data/soft/rt/rt/lib/RT$ find . -name I18N -prune -o -type f -print |xargs fgrep Pg
./Handle.pm:    elsif ( $db_type eq 'Pg' ) {
./Handle.pm:    elsif ( $db_type eq 'Pg' ) {
./Interface/Web/Session.pm:        Pg    => 'Apache::Session::Postgres',
./Interface/Web/Handler.pm:    unless ( RT->Config->Get('DatabaseType') =~ /(?:mysql|Pg)/ ) {
./Report/Tickets.pm:            elsif ( $db_type eq 'Pg' ) {
./Report/Tickets.pm:        # Pg 8.3 requires explicit casting
./Report/Tickets.pm:        $func .= '::text' if $db_type eq 'Pg';
./Installer.pm:                  } qw/mysql Pg SQLite Oracle/
./Installer.pm:                Pg     => 'PostgreSQL',        #loc
./Test.pm:        # Pg doesn't like if you issue a DROP DATABASE while still connected

I'm not sure.

I think, that Pg cluster initialized to ASCII can handle binary data in
the text data-type, but initialized to UTF-8 not. The correct solution
should be to change types for fields holding binary data to data-type
bytea. Maybe I'm simply not yet understanding the whole thing.


> also, are-you sure that you're mysql DB is using utf-8. If not, you
> should first convert it or convert on the fly in your script.

I hope yes. National characters are displayed fine in the web interface
and mails. The Content field causing problem is MySQL LONGBLOB type. It
can contain binary data.

BTW: I did with old data following in bash script:

make_database()
{
    local pref="$1"; shift
    local db="$1"; shift
    local user="$1"; shift
    local pass="$1"; shift

    mysql -e "CREATE DATABASE $db CHARACTER SET binary;"
    ssh zito at aslan.i.cz cat $aslan_db_dir/$db.sql.gz | zcat | mysql --default-character-set=binary $db
    mysql -e "GRANT ALL ON $db.* TO '$user'@'$RT_DB_HOST' IDENTIFIED BY '$pass';" $db
    export RT_DB_NAME="$db"
    export RT_DB_USER="$user"
    export RT_DB_PASSWORD="$pass"

    mysql $db < unaccent.sql
    mysql $db < update-duplic-emailaddress.sql
    mysql $db < update-duplic-name.sql

    { echo 3.2.2; echo 3.7.87; echo y; } \
        | $RT_SETUP_DATABASE --datadir $SCHEMA_PATH --action=upgrade

    $UPGRADE_MYSQL_SCHEMA $db >/tmp/queries
    mysql $db </tmp/queries

    { echo 3.7.87; echo; echo y; } \
        | $RT_SETUP_DATABASE --datadir $SCHEMA_PATH --action=upgrade

mysql $db < emailaddress-testing.sql

    mig_$db $pref
}


Regards
-- 
Zito


From borngunners at aol.com  Sat May 15 12:45:52 2010
From: borngunners at aol.com (borngunners at aol.com)
Date: Sat, 15 May 2010 12:45:52 -0400 (EDT)
Subject: [rt-users] apache2 fail to start
Message-ID: <8CCC26536F3A288-1060-7E1C@webmail-d050.sysops.aol.com>




I have done all the steps in goin live with my RT, but I am having a little problem starting apache2.. In the instructions I am to copy and paste the virtual host settings in httpd.conf file after making a copy of the original one. Other instructions stated that I should have that configured in /etc/apache2/site-enabled/000-default. I have done both procedure and I am not successfull. After I remove the changes that I made in both files back to its original, apache2 successfully restart. I am not sure what I am doing wrong, but apache2 is the hold up for me to go live now.

I am using ubuntu 9.04 distro and RT 3.8.8

Please help....

A little synopsis of what I have is below:
 
    <VirtualHost *>
       ServerName rt.example.com
       DocumentRoot /opt/rt3/share/html
       AddDefaultCharset UTF-8
     
       PerlModule Apache::DBI
       PerlRequire /opt/rt3/bin/webmux.pl
     
       <Location />
           SetHandler perl-script
           PerlHandler RT::Mason
       </Location>
    </VirtualHost>

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From cloos at netsandbox.de  Sat May 15 19:32:53 2010
From: cloos at netsandbox.de (Christian Loos)
Date: Sun, 16 May 2010 01:32:53 +0200
Subject: [rt-users] Filtering out unneeded info from ticket
In-Reply-To: <AANLkTikNFNzGigkPwYqcJlnXBk4YHhUDiyyVQTagxVz4@mail.gmail.com>
References: <AANLkTinNn4ua1v6tyHhQcIZB8x3tDtipo6BnerGHPZrf@mail.gmail.com>	<4BEC157A.7030800@vialtus.com>
	<AANLkTikNFNzGigkPwYqcJlnXBk4YHhUDiyyVQTagxVz4@mail.gmail.com>
Message-ID: <4BEF2F25.5000408@netsandbox.de>

Hi Chris,

I just created an extension that is doing what you want.
You can check it out at github:
http://github.com/cloos/rt-extension-briefhistory

Chris

Am 13.05.2010 19:28, schrieb Chris Hall:
> Thanks Raed and Torsten, I took a little bit of both.  I ended up
> editing Ticket/Elements/ShowHistory with:
> 
> } else {
>   $Transactions = $Ticket->Transactions;
>   if ($r->uri =~ /History\.html/) {
>   } else {
>   $Transactions->Limit(FIELD => 'Type', VALUE => 'Correspond');
>   $Transactions->Limit(FIELD => 'Type', VALUE => 'Comment');
>   $Transactions->Limit(FIELD => 'Type', VALUE => 'Create');
>   }
> }
> 
> so that the "full" history would be shown if the history link was
> clicked, as alluded to in Torsten's link. (I couldn't seem to get the
> Callbacks working for some reason.. maybe I just needed to restart
> apache?)  so with this code, only the added comments are shown unless
> you are looking from the history link, in which case everything is
> shown.. seems to work pretty well.  I'll keep looking later though, as
> I'd rather get the callbacks working instead.  Thanks for the help guys.


From raanders at cyber-office.net  Sat May 15 21:08:01 2010
From: raanders at cyber-office.net (Roderick A. Anderson)
Date: Sat, 15 May 2010 18:08:01 -0700
Subject: [rt-users] XML::RSS/XML::Parser (rt 3.8.8 install)
Message-ID: <4BEF4571.6040404@cyber-office.net>

I've run into a problem while trying to do an install of RT 3.8.8

CentOS 5.x guest in a Linux-Vserver host.  Perl 5.10.1 added from the 
tarball as a /usr/local/ install.

Everything goes mostly smooth until trying to satisfy the Mason 
requirements.

I'm still looking but here is where I'm at right now.  Well actually as 
of yesterday but I've been practicing "Insanity" (trying the same thing, 
the same way, and expecting the results to be different.)

XML::RSS requires XML::Parser and the install using cpan or 'perl 
Makefile.PL; make; etc.' throws an error.

...
t/parament.t ...... 1/12
error in processing external entity reference at line 8, column 0, byte 173:
   <!ENTITY more SYSTEM "t/ext2.ent">
]
 >
^
<foo>Happy, happy
<bar>&joy;, &joy;</bar>
  at /root/.cpan/build/XML-Parser-2.36-l2oxbX/blib/lib/XML/Parser.pm 
line 187
t/parament.t ...... Dubious, test returned 255 (wstat 65280, 0xff00)
Failed 11/12 subtests
...
Test Summary Report
-------------------
t/decl.t        (Wstat: 2304 Tests: 1 Failed: 0)
   Non-zero exit status: 9
   Parse errors: Bad plan.  You planned 30 tests but ran 1.
t/parament.t    (Wstat: 65280 Tests: 1 Failed: 0)
   Non-zero exit status: 255
   Parse errors: Bad plan.  You planned 12 tests but ran 1.
Files=14, Tests=90,  1 wallclock secs ( 0.10 usr  0.03 sys +  0.71 cusr 
  0.15 csys =  0.99 CPU)
Result: FAIL
Failed 2/14 test programs. 0/90 subtests failed.
make: *** [test_dynamic] Error 255
   MSERGEANT/XML-Parser-2.36.tar.gz
   /usr/bin/make test -- NOT OK
//hint// to see the cpan-testers results for installing this module, try:
   reports MSERGEANT/XML-Parser-2.36.tar.gz
Running make install
   make test had returned bad status, won't install without force


Should I force or is there something I'm not seeing/doing?


TIA,
Rod
-- 



From abu at rangtel.ca  Sat May 15 21:25:18 2010
From: abu at rangtel.ca (abu at rangtel.ca)
Date: Sat, 15 May 2010 21:25:18 -0400
Subject: [rt-users] new in RT need help
In-Reply-To: <8CCC26536F3A288-1060-7E1C@webmail-d050.sysops.aol.com>
References: <8CCC26536F3A288-1060-7E1C@webmail-d050.sysops.aol.com>
Message-ID: <08980CD9E8DD4C2182B9F21D518C9143@rangel000>

Hi,

I am new in RT , I Have install RT in ubuntu.

I need help for to configure incoming  mail.

I need good user documents to start this also.


Can any one help me please

ABU



From: borngunners at aol.com 
Sent: Saturday, May 15, 2010 12:45 PM
To:  
Subject: [rt-users] apache2 fail to start





I have done all the steps in goin live with my RT, but I am having a little problem starting apache2.. In the instructions I am to copy and paste the virtual host settings in httpd.conf file after making a copy of the original one. Other instructions stated that I should have that configured in /etc/apache2/site-enabled/000-default. I have done both procedure and I am not successfull. After I remove the changes that I made in both files back to its original, apache2 successfully restart. I am not sure what I am doing wrong, but apache2 is the hold up for me to go live now.

I am using ubuntu 9.04 distro and RT 3.8.8

Please help....

A little synopsis of what I have is below:

    <VirtualHost *>
       ServerName rt.example.com
       DocumentRoot /opt/rt3/share/html
       AddDefaultCharset UTF-8
     
       PerlModule Apache::DBI
       PerlRequire /opt/rt3/bin/webmux.pl
     
       <Location />
           SetHandler perl-script
           PerlHandler RT::Mason
       </Location>
    </VirtualHost>



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



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 ntyni+rt-users at mappi.helsinki.fi  Sun May 16 00:58:21 2010
From: ntyni+rt-users at mappi.helsinki.fi (Niko Tyni)
Date: Sun, 16 May 2010 07:58:21 +0300
Subject: [rt-users] XML::RSS/XML::Parser (rt 3.8.8 install)
In-Reply-To: <4BEF4571.6040404@cyber-office.net>
References: <4BEF4571.6040404@cyber-office.net>
Message-ID: <20100516045821.GA2963@madeleine.local.invalid>

On Sat, May 15, 2010 at 06:08:01PM -0700, Roderick A. Anderson wrote:

> XML::RSS requires XML::Parser and the install using cpan or 'perl
> Makefile.PL; make; etc.' throws an error.

> Test Summary Report
> -------------------
> t/decl.t        (Wstat: 2304 Tests: 1 Failed: 0)
>   Non-zero exit status: 9
>   Parse errors: Bad plan.  You planned 30 tests but ran 1.
> t/parament.t    (Wstat: 65280 Tests: 1 Failed: 0)
>   Non-zero exit status: 255
>   Parse errors: Bad plan.  You planned 12 tests but ran 1.

Looks like the regression in libexpat introduced when fixing
CVE-2009-3560. A better fix was released later that didn't have this
problem.

See the thread at
 http://lists.debian.org/debian-devel/2009/12/msg00674.html

HTH,
-- 
Niko Tyni   ntyni at debian.org


From torsten.brumm at googlemail.com  Sun May 16 06:46:51 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Sun, 16 May 2010 12:46:51 +0200
Subject: [rt-users] Problem creating Users in RT 3.8.8
Message-ID: <AANLkTimvimnmXggPkt_hOggzjPqN5i5UdK7TfjN7WKsQ@mail.gmail.com>

Hi RT Users, Developers,
today i tried to create a user inside a brand new RT 3.8.8 and i found the
change of Password create inside RT 3.8.8

OK, i like to create a fresh new user and i have to enter a Current
Password?!? For a new user?

Result:


   - User created
   - Please enter your current password. Password has not been set.
   - A password was not set, so user won't be able to login.

Is this a bug or do i something wrong?


-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de
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From torsten.brumm at googlemail.com  Sun May 16 07:00:15 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Sun, 16 May 2010 13:00:15 +0200
Subject: [rt-users] Problem creating Users in RT 3.8.8
In-Reply-To: <AANLkTimvimnmXggPkt_hOggzjPqN5i5UdK7TfjN7WKsQ@mail.gmail.com>
References: <AANLkTimvimnmXggPkt_hOggzjPqN5i5UdK7TfjN7WKsQ@mail.gmail.com>
Message-ID: <AANLkTinCq-dPEAiU38VeqDsIAaprQQ3yMJTkqFRriksw@mail.gmail.com>

OK, found it. The initial password (current password) is "password"

ARGH!

2010/5/16 Torsten Brumm <torsten.brumm at googlemail.com>

> Hi RT Users, Developers,
> today i tried to create a user inside a brand new RT 3.8.8 and i found the
> change of Password create inside RT 3.8.8
>
> OK, i like to create a fresh new user and i have to enter a Current
> Password?!? For a new user?
>
> Result:
>
>
>    - User created
>    - Please enter your current password. Password has not been set.
>    - A password was not set, so user won't be able to login.
>
> Is this a bug or do i something wrong?
>
>
> --
> MFG
>
> Torsten Brumm
>
> http://www.brumm.me
> http://www.elektrofeld.de
>



-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de
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From raanders at cyber-office.net  Sun May 16 15:58:46 2010
From: raanders at cyber-office.net (Roderick A. Anderson)
Date: Sun, 16 May 2010 12:58:46 -0700
Subject: [rt-users] Customized PostgreSQL install?
Message-ID: <4BF04E76.6040104@cyber-office.net>

I am installing RT (3.8.8) where PostgreSQL is running on another system 
-- not a problem -- and the database (one of many company databases) 
already exists with a schema to hold the RT tables.  The roles (dba at acme 
, rt_user at acme) and their permissions are already set up as part of the 
database provisioning.

I don't see anyway other than change the code in rt-setup-database to 
connect to the 'company' database instead of template1 and just create 
the tables, views, etc. in the schema.

I'm wondering if anyone else is interested in using RT in a multi-tenant 
PostgreSQL database setup?  If there is I'll look at coding to make the 
database a 'configure' variable and the DSN method use it.

There are lots of other possibilities including:

* have the Pg superuser (postgres) check if the specified database 
exists and error out if not,
* Create the rt3 schema if necessary,
* create the rt_user role etc.

Thoughts, ideas?


\\||/
Rod
-- 


From borngunners at aol.com  Sun May 16 23:11:38 2010
From: borngunners at aol.com (borngunners at aol.com)
Date: Sun, 16 May 2010 23:11:38 -0400 (EDT)
Subject: [rt-users] Apache2 failure
Message-ID: <8CCC385CD078174-2048-128AC@webmail-d015.sysops.aol.com>



My apche server is failing after I make the nchanges in the httpd.conf file. When I revert it back to its original, it seems to work fine. Please help.....Everything else has bein installed successfully, except for apache.... I am running ubuntu distro 9.04 and RT 3.8.8

Thanks


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From frankie at etsetb.upc.edu  Mon May 17 03:38:30 2010
From: frankie at etsetb.upc.edu (Francesc Guasch)
Date: Mon, 17 May 2010 09:38:30 +0200
Subject: [rt-users] Wishlist: Asset Tracker
Message-ID: <20100517073830.GB20638@etsetb.upc.edu>

Hi. I've been using RT for many years in different places and I love it.
Recently there has been a trend in the industry to add best practices in
the IT department, like ITIL.

One of the main ITIL recommendations is the usage of an inventory
system, called CMDB ( Configuration management database ).

Actually it looks like Asset Tracker ( or RTx::Asset::Tracker ?) can be
used to store the CMDB so we are deploying it inside RT. The AT home
page is almost blank and the last development is from around 2006, four
years ago.

Anyway it looks like AT works surprisingly nice and may it save the day.
I've checked the mailing list archives and there could be some late
fixes and even contributions from some paid developper.

I know every organization is different, but I just have the feeling an
inventory system is mandatory in many IT shops today.
In my opinion RT should add the Asset Tracker code inside its codebase
if it doesn't want to be left behind.

This is my opinion and maybe I am the only one that thinks that way.
I just don't know what's in the RT roadmap but I think it should be
considered. 

Thank you very much.


From Giles.Coochey at williamhill.com  Mon May 17 05:17:25 2010
From: Giles.Coochey at williamhill.com (Giles.Coochey at williamhill.com)
Date: Mon, 17 May 2010 12:17:25 +0300
Subject: [rt-users] Approvals
Message-ID: <16C0C0B0A8901842AE0558A9961FF1BF15B1976774@AD-MAIL.Adgency-Domain.Ad-Gency.com>

Hi,

I'm trying to set up approvals within RT. Everything is still in testing and this isn't a live system.

The version of RT is 3.8.8, upgraded from an original install of 3.8.7.

I more or less have things working - tickets are created in a queue and enter a state of "Pending Approval", another ticket is created in the Approvals queue and people with the appropriate permisions can approve or reject  a ticket.

If the ticket is approved it changes it's state from Pending Approval.

If a ticket is denied, however, the original ticket does not get rejected...

I have done some research and came across a thread where I needed a Scrip of the type "If an approval is rejected, reject the original and delete pending approval" - this Scrip did not exist in my installation so I created one in the Approvals queue:

Condition: On Status Cange
Action: User Defined
Template: Approval Rejected
State: TransactionCreate

However, it still does not work (the original ticket does not get rejected).

My Approval Rejected Template looks like this:

#start
Subject: Ticket Rejected: {$Ticket->Subject}

Greetings,

Your ticket has been rejected by { eval { $Approval->OwnerObj->Name } }.

Approver's notes: { $Notes }
#end

It seems I'm missing something, does anyone have the extra code that needs to go into the template to complete the actions (reject original and delete pending approval).

Thanks

Giles

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From vaclav.ovsik at i.cz  Mon May 17 07:53:43 2010
From: vaclav.ovsik at i.cz (=?iso-8859-1?Q?V=E1clav_Ovs=EDk?=)
Date: Mon, 17 May 2010 13:53:43 +0200
Subject: [rt-users] Migration from MySQL to PostgreSQL - Pg datatypes
 for blobs?
In-Reply-To: <20100515113536.GA29957@bobek.localdomain>
References: <20100514214335.GA13941@bobek.localdomain>
	<20100515052301.GH22440@easter-eggs.com>
	<20100515113536.GA29957@bobek.localdomain>
Message-ID: <20100517115343.GA18294@bobek.localdomain>

On Sat, May 15, 2010 at 01:35:36PM +0200, V?clav Ovs?k wrote:
> Hi Emmanuel,
> thanks for your reply.
> 
> On Sat, May 15, 2010 at 07:23:01AM +0200, Emmanuel Lacour wrote:
> > With Pg, this content is handled specifically, see _EncodeLOB in
> > lib/RT/Record.pm.
> > 
> > (see also mysql2Pg page on RTwiki).
> 
> I saw Base64 encoding in script on wiki page and also elsewhere, but
> considered that as workaround to store binary data into Pg text
> type-field.
> 
> Are you sure, that _EncodeLOB is used only for Pg?

Oh yes, I was blind that RT uses DBIx::SearchBuilder. There is
a subroutine BinarySafeBLOBs defined in
DBIx::SearchBuilder::Handle::Pg.pm and returns undef. That is - Pg is
considered not capable handling binary in safe manner.

Every value must be converted using base64 :(.

Regards
-- 
Zito


From elacour at easter-eggs.com  Mon May 17 08:10:43 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Mon, 17 May 2010 14:10:43 +0200
Subject: [rt-users] Migration from MySQL to PostgreSQL - Pg datatypes
 for blobs?
In-Reply-To: <20100517115343.GA18294@bobek.localdomain>
References: <20100514214335.GA13941@bobek.localdomain>
	<20100515052301.GH22440@easter-eggs.com>
	<20100515113536.GA29957@bobek.localdomain>
	<20100517115343.GA18294@bobek.localdomain>
Message-ID: <20100517121042.GU22440@easter-eggs.com>

On Mon, May 17, 2010 at 01:53:43PM +0200, V?clav Ovs?k wrote:
> 
> Oh yes, I was blind that RT uses DBIx::SearchBuilder. There is
> a subroutine BinarySafeBLOBs defined in
> DBIx::SearchBuilder::Handle::Pg.pm and returns undef. That is - Pg is
> considered not capable handling binary in safe manner.
> 
> Every value must be converted using base64 :(.
> 

yes :(

Maybe there is a better way as of recent postgres?

AW, I did a migration from mysql to postgres 8.3 with base64 conversion
and everything is ok.


From richard at fastnet.co.uk  Mon May 17 09:15:26 2010
From: richard at fastnet.co.uk (Richard Mealing)
Date: Mon, 17 May 2010 14:15:26 +0100
Subject: [rt-users] FW: Comments.
In-Reply-To: <AANLkTikZnlugKqvmuiTO7FMYD6Bk5mrTKcuWf5XS--bU@mail.gmail.com>
References: <E6BE51A3C3EE3147947B0CBCE62442D6021782B6@fnserver02.fastnet.local>
	<AANLkTikZnlugKqvmuiTO7FMYD6Bk5mrTKcuWf5XS--bU@mail.gmail.com>
Message-ID: <E6BE51A3C3EE3147947B0CBCE62442D6021F53AD@fnserver02.fastnet.local>

 

Hi Kenn,

 

Hmm, I have this set - 

 

8          On Comment Notify AdminCcs as Comment with template Admin
Comment

            On Comment Notify AdminCcs as Comment

 

9          On Comment Notify Other Recipients as Comment with template
Correspondence

            On Comment Notify Other Recipients as Comment

 

5          On Correspond Notify AdminCcs with template Admin
Correspondence

            On Correspond Notify AdminCcs

 

7          On Correspond Notify Other Recipients with template
Correspondence

            On Correspond Notify Other Recipients

 

6          On Correspond Notify Requestors and Ccs with template
Correspondence

            On Correspond Notify Requestors and Ccs

 

1          On Correspond Open Tickets with template Blank

            On Correspond Open Tickets

 

3          User Defined Autoreply To Requestors with template Autoreply

            On Create Autoreply To Requestors

 

4          On Create Notify AdminCcs with template Transaction

            On Create Notify AdminCcs

 

2          On Owner Change Notify Owner with template Transaction

            On Owner Change Notify Owner

 

10         User Defined Notify Requestors with template Resolved

            On Resolve Notify Requestors

 

11         On Transaction Extract Subject Tag with template Blank

            On transaction, add any tags in the transaction's subject to
the ticket's subject

 

 

I have it working whereby if you send a comment it goes off to the
address and does not send the comment to the requester, but when they
reply that goes to the requester, which is likely the 5th or 6th script,
but when we correspond obviously we need that to go to the requester. 

 

Would you be so kind as to let me know how you do this? 

 

Would it be better if I configured this via a subdomain, where I could
tell RT to only reply if it did not come from submail.mydomain.com but
otherwise reply?

 

All I want to achieve is somehow any forwards and comments and replies
to the forward and comments don't get sent to the requester or anyone
cc'd to them.

However, I want the requester to get replies and an auto reply as soon
as they send a new request.

 

 

Many thanks,

Rich

 

 

From: Kenneth Crocker [mailto:kfcrocker at lbl.gov] 
Sent: 14 May 2010 18:10
To: Richard Mealing; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] FW: Comments.

 

Richard,

Have you checked ALL scrips to see if there is one that is initiated by
comments? Although this is not normal, someone could have created such a
scrip.

Kenn
LBNL

On Fri, May 14, 2010 at 2:59 AM, Richard Mealing <richard at fastnet.co.uk>
wrote:

Hi everyone,

 

I'm having issues with comments on RT, whereby someone in our company
that does not use the system replies using the comment address and this
comment goes off to the requester still.

 

I have set-up a comment address and as far as I can see it's working
correctly, but sometimes it goes off to the requester.

 

 

I have been testing and when I do it the comment does not come back to
my test address, but if a customer emails, we send a comment to the
sales team, they reply (using outlook) and the comment goes off back to
the customer.

 

Can someone tell me how to overcome this issue?

 

 

I have this set - 

 

Set($CorrespondAddress , 'help at mydomain.co.uk');

 

Set($CommentAddress , 'help-int at mydomain.co.uk');

 

 

 

I also have this set in fetchmail - 

 

less /usr/local/etc/fetchmailrc

poll mail.mydomain.co.uk proto pop3:

username help0x023box   password blahblah   mda
"/usr/local/bin/rt-mailgate --url http://rt.mydomain.co.uk --queue Help
--action correspond --debug"

username richtesthelp   password blahblah   mda
"/usr/local/bin/rt-mailgate --url http://rt.mydomain.co.uk --queue Help
--action comment --debug"

 

What other information do you need?

 

Richard

 



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 hiro24 at gmail.com  Mon May 17 10:47:58 2010
From: hiro24 at gmail.com (Chris Hall)
Date: Mon, 17 May 2010 10:47:58 -0400
Subject: [rt-users] Filtering out unneeded info from ticket
In-Reply-To: <4BEF2F25.5000408@netsandbox.de>
References: <AANLkTinNn4ua1v6tyHhQcIZB8x3tDtipo6BnerGHPZrf@mail.gmail.com>
	<4BEC157A.7030800@vialtus.com>
	<AANLkTikNFNzGigkPwYqcJlnXBk4YHhUDiyyVQTagxVz4@mail.gmail.com>
	<4BEF2F25.5000408@netsandbox.de>
Message-ID: <AANLkTimNrKDL-AaUsXz6vb9zTg247Qkfs8dvRr6eLQq2@mail.gmail.com>

That seems to work like a charm... thanks for the hard work. :)

On Sat, May 15, 2010 at 7:32 PM, Christian Loos <cloos at netsandbox.de> wrote:

> Hi Chris,
>
> I just created an extension that is doing what you want.
> You can check it out at github:
> http://github.com/cloos/rt-extension-briefhistory
>
> Chris
>
> Am 13.05.2010 19:28, schrieb Chris Hall:
> > Thanks Raed and Torsten, I took a little bit of both.  I ended up
> > editing Ticket/Elements/ShowHistory with:
> >
> > } else {
> >   $Transactions = $Ticket->Transactions;
> >   if ($r->uri =~ /History\.html/) {
> >   } else {
> >   $Transactions->Limit(FIELD => 'Type', VALUE => 'Correspond');
> >   $Transactions->Limit(FIELD => 'Type', VALUE => 'Comment');
> >   $Transactions->Limit(FIELD => 'Type', VALUE => 'Create');
> >   }
> > }
> >
> > so that the "full" history would be shown if the history link was
> > clicked, as alluded to in Torsten's link. (I couldn't seem to get the
> > Callbacks working for some reason.. maybe I just needed to restart
> > apache?)  so with this code, only the added comments are shown unless
> > you are looking from the history link, in which case everything is
> > shown.. seems to work pretty well.  I'll keep looking later though, as
> > I'd rather get the callbacks working instead.  Thanks for the help guys.
>
> 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 todd at chaka.net  Mon May 17 11:06:55 2010
From: todd at chaka.net (Todd Chapman)
Date: Mon, 17 May 2010 11:06:55 -0400
Subject: [rt-users] Wishlist: Asset Tracker
In-Reply-To: <20100517073830.GB20638@etsetb.upc.edu>
References: <20100517073830.GB20638@etsetb.upc.edu>
Message-ID: <AANLkTimcFElrUXhSHbZ-rHeV8ie4qdzcUg4SSdPt-VOw@mail.gmail.com>

Hi Francesc,

I am the original author of Asset Tracker (AT). There is a possibility
that a company will sponsor some development of AT soon. Even if that
does not happen there has been some work done to make AT easier to
install on RT 3.8.x that will be released sometime this summer.

All contributions on building the wiki are welcome.

http://code.google.com/p/asset-tracker-4rt/w/list

-Todd

On Mon, May 17, 2010 at 3:38 AM, Francesc Guasch <frankie at etsetb.upc.edu> wrote:
> Hi. I've been using RT for many years in different places and I love it.
> Recently there has been a trend in the industry to add best practices in
> the IT department, like ITIL.
>
> One of the main ITIL recommendations is the usage of an inventory
> system, called CMDB ( Configuration management database ).
>
> Actually it looks like Asset Tracker ( or RTx::Asset::Tracker ?) can be
> used to store the CMDB so we are deploying it inside RT. The AT home
> page is almost blank and the last development is from around 2006, four
> years ago.
>
> Anyway it looks like AT works surprisingly nice and may it save the day.
> I've checked the mailing list archives and there could be some late
> fixes and even contributions from some paid developper.
>
> I know every organization is different, but I just have the feeling an
> inventory system is mandatory in many IT shops today.
> In my opinion RT should add the Asset Tracker code inside its codebase
> if it doesn't want to be left behind.
>
> This is my opinion and maybe I am the only one that thinks that way.
> I just don't know what's in the RT roadmap but I think it should be
> considered.
>
> Thank you very much.
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From mwlucas at blackhelicopters.org  Mon May 17 12:07:20 2010
From: mwlucas at blackhelicopters.org (Michael W. Lucas)
Date: Mon, 17 May 2010 12:07:20 -0400
Subject: [rt-users] use per-queue custom status?
Message-ID: <20100517160720.GA64438@bewilderbeast.blackhelicopters.org>

Hi,

I have custom status fields set in RT_SiteConfig.pm, and they work fine.

I'd like to have some statuses only available in particular queues,
however.  Is this possible?

What I'm trying to achieve:

we have several "linear" processes, where a task goes from one person
to the next.  I'm setting up a separate queue for each, so I can use
the appropriate CustomFields for each task.

Unlike the workflow example, where separate tickets are spawned for
sub-tasks, these tasks must go through a specific set of people in a
specific order.  I'd like to have each person set the appropriate
status when they're finished, and then have RT automatically assign
the ticket to a person based on that status.  Not all statuses are
applicable to all types of work, however.

If there's a better approach to this, please point me at it.

Thanks,
==ml

-- 
Michael W. Lucas 	mwlucas at BlackHelicopters.org
http://www.MichaelWLucas.com/
New book:  Network Flow Analysis
pre-order now!  http://www.networkflowanalysis.com/


From ktm at rice.edu  Mon May 17 12:14:53 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Mon, 17 May 2010 11:14:53 -0500
Subject: [rt-users] use per-queue custom status?
In-Reply-To: <20100517160720.GA64438@bewilderbeast.blackhelicopters.org>
References: <20100517160720.GA64438@bewilderbeast.blackhelicopters.org>
Message-ID: <20100517161453.GI3892@aart.is.rice.edu>

Hi Michael,

It looks like you should be able to set up an appropriate
"approval" chain using RTx-WorkflowBuilder.

Regards,
Ken

On Mon, May 17, 2010 at 12:07:20PM -0400, Michael W. Lucas wrote:
> Hi,
> 
> I have custom status fields set in RT_SiteConfig.pm, and they work fine.
> 
> I'd like to have some statuses only available in particular queues,
> however.  Is this possible?
> 
> What I'm trying to achieve:
> 
> we have several "linear" processes, where a task goes from one person
> to the next.  I'm setting up a separate queue for each, so I can use
> the appropriate CustomFields for each task.
> 
> Unlike the workflow example, where separate tickets are spawned for
> sub-tasks, these tasks must go through a specific set of people in a
> specific order.  I'd like to have each person set the appropriate
> status when they're finished, and then have RT automatically assign
> the ticket to a person based on that status.  Not all statuses are
> applicable to all types of work, however.
> 
> If there's a better approach to this, please point me at it.
> 
> Thanks,
> ==ml
> 
> -- 
> Michael W. Lucas 	mwlucas at BlackHelicopters.org
> http://www.MichaelWLucas.com/
> New book:  Network Flow Analysis
> pre-order now!  http://www.networkflowanalysis.com/
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 


From kfcrocker at lbl.gov  Mon May 17 12:15:28 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 17 May 2010 09:15:28 -0700
Subject: [rt-users] FW: Comments.
In-Reply-To: <E6BE51A3C3EE3147947B0CBCE62442D6021F53AD@fnserver02.fastnet.local>
References: <E6BE51A3C3EE3147947B0CBCE62442D6021782B6@fnserver02.fastnet.local>
	<AANLkTikZnlugKqvmuiTO7FMYD6Bk5mrTKcuWf5XS--bU@mail.gmail.com>
	<E6BE51A3C3EE3147947B0CBCE62442D6021F53AD@fnserver02.fastnet.local>
Message-ID: <AANLkTimeIhuKNvi46CCz7Hy8cciUs4tQ5rn7RMddG7LU@mail.gmail.com>

Richard,

We do NOT have any notifications scrips conditioned on comments. We reserve
comments for AdminCc's and Owners and sometimes Queue Cc's. They already
have the rights to see a ticket so we don't have to worry about that kind of
notification mess.

My advice would be to disable all those comment scrips and any customization
related to comments. We're fairly restrictive on what we let people see/do
to tickets. Hope this helps.

Kenn
LBNL


On Mon, May 17, 2010 at 6:15 AM, Richard Mealing <richard at fastnet.co.uk>wrote:

>   * *
>
> Hi Kenn,
>
>
>
> Hmm, I have this set ?
>
> * *
>
> 8          On Comment Notify AdminCcs as Comment with template Admin
> Comment
>
>             On Comment Notify AdminCcs as Comment
>
>
>
> 9          On Comment Notify Other Recipients as Comment with template
> Correspondence
>
>             On Comment Notify Other Recipients as Comment
>
>
>
> 5          On Correspond Notify AdminCcs with template Admin Correspondence
>
>             On Correspond Notify AdminCcs
>
>
>
> 7          On Correspond Notify Other Recipients with template
> Correspondence
>
>             On Correspond Notify Other Recipients
>
>
>
> 6          On Correspond Notify Requestors and Ccs with template
> Correspondence
>
>             On Correspond Notify Requestors and Ccs
>
>
>
> 1          On Correspond Open Tickets with template Blank
>
>             On Correspond Open Tickets
>
>
>
> 3          User Defined Autoreply To Requestors with template Autoreply
>
>             On Create Autoreply To Requestors
>
>
>
> 4          On Create Notify AdminCcs with template Transaction
>
>             On Create Notify AdminCcs
>
>
>
> 2          On Owner Change Notify Owner with template Transaction
>
>             On Owner Change Notify Owner
>
>
>
> 10         User Defined Notify Requestors with template Resolved
>
>             On Resolve Notify Requestors
>
>
>
> 11         On Transaction Extract Subject Tag with template Blank
>
>             On transaction, add any tags in the transaction's subject to
> the ticket's subject
>
> * *
>
> * *
>
> I have it working whereby if you send a comment it goes off to the address
> and does not send the comment to the requester, but when they reply that
> goes to the requester, which is likely the 5th or 6th script, but when we
> correspond obviously we need that to go to the requester.
>
>
>
> Would you be so kind as to let me know how you do this?
>
>
>
> Would it be better if I configured this via a subdomain, where I could tell
> RT to only reply if it did not come from submail.mydomain.com but
> otherwise reply?
>
>
>
> All I want to achieve is somehow any forwards and comments and replies to
> the forward and comments don?t get sent to the requester or anyone cc?d to
> them.
>
> However, I want the requester to get replies and an auto reply as soon as
> they send a new request.
>
>
>
>
>
> Many thanks,
>
> Rich
>
> * *
>
> * *
>
> *From:* Kenneth Crocker [mailto:kfcrocker at lbl.gov]
> *Sent:* 14 May 2010 18:10
> *To:* Richard Mealing; rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] FW: Comments.
>
>
>
> Richard,
>
> Have you checked *ALL* scrips to see if there is one that is initiated by
> comments? Although this is not normal, someone could have created such a
> scrip.
>
> Kenn
> LBNL
>
> On Fri, May 14, 2010 at 2:59 AM, Richard Mealing <richard at fastnet.co.uk>
> wrote:
>
> Hi everyone,
>
>
>
> I?m having issues with comments on RT, whereby someone in our company that
> does not use the system replies using the comment address and this comment
> goes off to the requester still.
>
>
>
> I have set-up a comment address and as far as I can see it?s working
> correctly, but sometimes it goes off to the requester.
>
>
>
>
>
> I have been testing and when *I* do it the comment does not come back to
> my test address, but if a customer emails, we send a comment to the sales
> team, they reply (using outlook) and the comment goes off back to the
> customer.
>
>
>
> Can someone tell me how to overcome this issue?
>
>
>
>
>
> I have this set ?
>
>
>
> Set($CorrespondAddress , 'help at mydomain.co.uk');
>
>
>
> Set($CommentAddress , 'help-int at mydomain.co.uk');
>
>
>
>
>
>
>
> I also have this set in fetchmail ?
>
>
>
> less /usr/local/etc/fetchmailrc
>
> poll mail.mydomain.co.uk proto pop3:
>
> username help0x023box   password blahblah   mda "/usr/local/bin/rt-mailgate
> --url http://rt.mydomain.co.uk --queue Help --action correspond --debug"
>
> username richtesthelp   password blahblah   mda "/usr/local/bin/rt-mailgate
> --url http://rt.mydomain.co.uk --queue Help --action comment --debug"
>
>
>
> What other information do you need?
>
>
>
> Richard
>
>
>
>
>
> 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  Mon May 17 12:29:26 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 17 May 2010 09:29:26 -0700
Subject: [rt-users] use per-queue custom status?
In-Reply-To: <20100517160720.GA64438@bewilderbeast.blackhelicopters.org>
References: <20100517160720.GA64438@bewilderbeast.blackhelicopters.org>
Message-ID: <AANLkTinovD7Dej6sxw3jezicZnVW_Af8T1YPlHV_y7MU@mail.gmail.com>

Michael,

We modified our "UPdate Ticket" display to include a "Tab" between the
"Reply" and "Resolved" tabs. The code we added automatically sets the Ticket
Status for the next step, and when that happens, we have some scrips that *
automatically* sets various Custom Fields (depending on Queue), sets new
owners, moves tickets to other Queues, sends out notifications. All the user
has to do is "click the tab".

That action is included in our training sessions. They don't have to click
"Basics" and then change the status or anything else, just "click the tab".

That way we save the user a lot of keystrokes changing a bunch of other
fields *AND* we don't have to worry about their privileges for other Queues
(because "RT" is moving the ticket) *and* we don't have to worry about users
setting Custom Fields to the wrong values.

That's all part of our workflow. Maybe you could think about doing something
like that? Hope this helps.

Kenn
LBNL

On Mon, May 17, 2010 at 9:07 AM, Michael W. Lucas <
mwlucas at blackhelicopters.org> wrote:

> Hi,
>
> I have custom status fields set in RT_SiteConfig.pm, and they work fine.
>
> I'd like to have some statuses only available in particular queues,
> however.  Is this possible?
>
> What I'm trying to achieve:
>
> we have several "linear" processes, where a task goes from one person
> to the next.  I'm setting up a separate queue for each, so I can use
> the appropriate CustomFields for each task.
>
> Unlike the workflow example, where separate tickets are spawned for
> sub-tasks, these tasks must go through a specific set of people in a
> specific order.  I'd like to have each person set the appropriate
> status when they're finished, and then have RT automatically assign
> the ticket to a person based on that status.  Not all statuses are
> applicable to all types of work, however.
>
> If there's a better approach to this, please point me at it.
>
> Thanks,
> ==ml
>
> --
> Michael W. Lucas        mwlucas at BlackHelicopters.org
> http://www.MichaelWLucas.com/
> New book:  Network Flow Analysis
> pre-order now!  http://www.networkflowanalysis.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 raanders at cyber-office.net  Mon May 17 13:28:27 2010
From: raanders at cyber-office.net (Roderick A. Anderson)
Date: Mon, 17 May 2010 10:28:27 -0700
Subject: [rt-users] Customized PostgreSQL install?
In-Reply-To: <4BF04E76.6040104@cyber-office.net>
References: <4BF04E76.6040104@cyber-office.net>
Message-ID: <4BF17CBB.8060002@cyber-office.net>

Roderick A. Anderson wrote:
> I am installing RT (3.8.8) where PostgreSQL is running on another system 
> -- not a problem -- and the database (one of many company databases) 
> already exists with a schema to hold the RT tables.  The roles (dba at acme 
> , rt_user at acme) and their permissions are already set up as part of the 
> database provisioning.

OK a little more reading and I see this is already doable with arguments 
to rt-setup-database script.

Sorry for the wasted bits, bytes and bandwidth.


Rod
-- 
> 
> I don't see anyway other than change the code in rt-setup-database to 
> connect to the 'company' database instead of template1 and just create 
> the tables, views, etc. in the schema.
> 
> I'm wondering if anyone else is interested in using RT in a multi-tenant 
> PostgreSQL database setup?  If there is I'll look at coding to make the 
> database a 'configure' variable and the DSN method use it.
> 
> There are lots of other possibilities including:
> 
> * have the Pg superuser (postgres) check if the specified database 
> exists and error out if not,
> * Create the rt3 schema if necessary,
> * create the rt_user role etc.
> 
> Thoughts, ideas?
> 
> 
> \\||/
> Rod



From borngunners at aol.com  Mon May 17 13:58:56 2010
From: borngunners at aol.com (borngunners at aol.com)
Date: Mon, 17 May 2010 13:58:56 -0400 (EDT)
Subject: [rt-users] Apache Failed Again
Message-ID: <8CCC401C0F952AC-E04-E7@webmail-m097.sysops.aol.com>


Error restarting apache2... Please help

root at helpdesk:/etc/apache2# /etc/init.d/apache2 restart
 * Restarting web server apache2                                                                                               
Warning: DocumentRoot [/usr/local/share/rt3/html] does not exist
Syntax error on line 12 of /etc/apache2/httpd.conf:
Invalid command 'PerlRequired', perhaps misspelled or defined by a module not included in the server configuration      [fail]
                                                                                                                       




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From rob.macgregor at gmail.com  Mon May 17 14:04:49 2010
From: rob.macgregor at gmail.com (Rob MacGregor)
Date: Mon, 17 May 2010 19:04:49 +0100
Subject: [rt-users] Apache Failed Again
In-Reply-To: <8CCC401C0F952AC-E04-E7@webmail-m097.sysops.aol.com>
References: <8CCC401C0F952AC-E04-E7@webmail-m097.sysops.aol.com>
Message-ID: <AANLkTildB4QV7504ekX--ffpqecMcyX0PIfiKbn0Ljes@mail.gmail.com>

On Mon, May 17, 2010 at 18:58,  <borngunners at aol.com> wrote:
> Error restarting apache2... Please help
>
> root at helpdesk:/etc/apache2# /etc/init.d/apache2 restart
> ?* Restarting web server
> apache2
> Warning: DocumentRoot [/usr/local/share/rt3/html] does not exist
> Syntax error on line 12 of /etc/apache2/httpd.conf:
> Invalid command 'PerlRequired', perhaps misspelled or defined by a module
> not included in the server configuration????? [fail]

What did you change (I'm guessing a rebuild/reinstall/upgrade of Apache)?

Does /usr/local/share/rt3/html exist?  Does the user you're running
Apache as have access to that directory (and all those below it)?

-- 
                 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  Mon May 17 14:11:28 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 17 May 2010 14:11:28 -0400
Subject: [rt-users] Apache Failed Again
In-Reply-To: <AANLkTildB4QV7504ekX--ffpqecMcyX0PIfiKbn0Ljes@mail.gmail.com>
References: <8CCC401C0F952AC-E04-E7@webmail-m097.sysops.aol.com>
	<AANLkTildB4QV7504ekX--ffpqecMcyX0PIfiKbn0Ljes@mail.gmail.com>
Message-ID: <20100517181128.GK32209@bestpractical.com>




On Mon, May 17, 2010 at 07:04:49PM +0100, Rob MacGregor wrote:
> On Mon, May 17, 2010 at 18:58,  <borngunners at aol.com> wrote:
> > Error restarting apache2... Please help
> >
> > root at helpdesk:/etc/apache2# /etc/init.d/apache2 restart
> > ?* Restarting web server
> > apache2
> > Warning: DocumentRoot [/usr/local/share/rt3/html] does not exist
> > Syntax error on line 12 of /etc/apache2/httpd.conf:
> > Invalid command 'PerlRequired', perhaps misspelled or defined by a module

Did you perhaps misspell it as the error message suggests you may have? 

PerlRequire is an apache directive I know about. PerlRequired is not.

> > not included in the server configuration????? [fail]
> 
> What did you change (I'm guessing a rebuild/reinstall/upgrade of Apache)?
> 
> Does /usr/local/share/rt3/html exist?  Does the user you're running
> Apache as have access to that directory (and all those below it)?
> 
> -- 
>                  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

-- 


From borngunners at aol.com  Mon May 17 14:34:01 2010
From: borngunners at aol.com (borngunners at aol.com)
Date: Mon, 17 May 2010 14:34:01 -0400 (EDT)
Subject: [rt-users] Apache Failed Again
In-Reply-To: 26753143
References: 26753143
Message-ID: <8CCC406A7D6AF2C-E04-8C4@webmail-m097.sysops.aol.com>

I did a reinstall of rt....Do I have to do anything extra? The reason why I did a reinstall is because apache2 was failing and still failing after I configure the httpd.conf file.









-----Original Message-----
From: Rob MacGregor <rob.macgregor at gmail.com>
To: RT-Users <RT-Users at lists.bestpractical.com>
Sent: Mon, May 17, 2010 2:05 pm
Subject: Re: [rt-users] Apache Failed Again


On Mon, May 17, 2010 at 18:58,  <borngunners at aol.com> wrote:
 Error restarting apache2... Please help

 root at helpdesk:/etc/apache2# /etc/init.d/apache2 restart
  * Restarting web server
 apache2
 Warning: DocumentRoot [/usr/local/share/rt3/html] does not exist
 Syntax error on line 12 of /etc/apache2/httpd.conf:
 Invalid command 'PerlRequired', perhaps misspelled or defined by a module
 not included in the server configuration      [fail]
What did you change (I'm guessing a rebuild/reinstall/upgrade of Apache)?
Does /usr/local/share/rt3/html exist?  Does the user you're running
pache as have access to that directory (and all those below it)?
-- 
                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.
uy a copy at http://rtbook.bestpractical.com

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From borngunners at aol.com  Mon May 17 14:35:41 2010
From: borngunners at aol.com (borngunners at aol.com)
Date: Mon, 17 May 2010 14:35:41 -0400 (EDT)
Subject: [rt-users] Apache Failed Again
In-Reply-To: 26753145
References: 26753145
Message-ID: <8CCC406E3590F2C-E04-914@webmail-m097.sysops.aol.com>

I thought it was misspelled originally, so I added the PerlRequire(d) and still failing... I have removed the d, but it still failed. What do I do to make it work?





-----Original Message-----
From: Jesse Vincent <jesse at bestpractical.com>
To: Rob MacGregor <rob.macgregor at gmail.com>
Cc: RT-Users <RT-Users at lists.bestpractical.com>
Sent: Mon, May 17, 2010 2:12 pm
Subject: Re: [rt-users] Apache Failed Again




n Mon, May 17, 2010 at 07:04:49PM +0100, Rob MacGregor wrote:
 On Mon, May 17, 2010 at 18:58,  <borngunners at aol.com> wrote:
 > Error restarting apache2... Please help
 >
 > root at helpdesk:/etc/apache2# /etc/init.d/apache2 restart
 >  * Restarting web server
 > apache2
 > Warning: DocumentRoot [/usr/local/share/rt3/html] does not exist
 > Syntax error on line 12 of /etc/apache2/httpd.conf:
 > Invalid command 'PerlRequired', perhaps misspelled or defined by a module
Did you perhaps misspell it as the error message suggests you may have? 
PerlRequire is an apache directive I know about. PerlRequired is not.
> > not included in the server configuration      [fail]
 
 What did you change (I'm guessing a rebuild/reinstall/upgrade of Apache)?
 
 Does /usr/local/share/rt3/html exist?  Does the user you're running
 Apache as have access to that directory (and all those below it)?
 
 -- 
                  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
-- 
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
uy a copy at http://rtbook.bestpractical.com

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From rob.macgregor at gmail.com  Mon May 17 14:43:57 2010
From: rob.macgregor at gmail.com (Rob MacGregor)
Date: Mon, 17 May 2010 19:43:57 +0100
Subject: [rt-users] Apache Failed Again
In-Reply-To: <8CCC406E3590F2C-E04-914@webmail-m097.sysops.aol.com>
References: <8CCC406E3590F2C-E04-914@webmail-m097.sysops.aol.com>
Message-ID: <AANLkTikgY8ZUkL3-fZHIVlsXTU7ERSC51Q-nws5mhi-Z@mail.gmail.com>

On Mon, May 17, 2010 at 19:35,  <borngunners at aol.com> wrote:
> I thought it was misspelled originally, so I added the PerlRequire(d) and
> still failing... I have removed the d, but it still failed. What do I do to
> make it work?

PerlRequire is provided by mod_perl.  I would guess you didn't
(re-)install mod_perl.

-- 
                 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 jblaine at kickflop.net  Mon May 17 14:48:49 2010
From: jblaine at kickflop.net (Jeff Blaine)
Date: Mon, 17 May 2010 14:48:49 -0400
Subject: [rt-users] Search results anomaly
In-Reply-To: <4BD60672.6040906@kickflop.net>
References: <4BD090EF.9030700@kickflop.net>
	<4BD5AF89.2040806@kickflop.net>	<20100426155047.GA29911@aart.is.rice.edu>	<4BD5BBF4.3040604@kickflop.net>
	<4BD5BF85.8050401@vialtus.com>	<4BD5C39A.4040209@kickflop.net>	<20100426181917.GC29911@aart.is.rice.edu>	<4BD5E2D7.3080200@kickflop.net>	<20100426205204.GE29911@aart.is.rice.edu>	<4BD5FD95.9080509@kickflop.net>	<20100426210415.GF29911@aart.is.rice.edu>
	<4BD60672.6040906@kickflop.net>
Message-ID: <4BF18F91.2020502@kickflop.net>

Another example of this failing:

rt list -t ticket "Content like members.linode AND Owner = jsmith"

14 results

rt list -t ticket "Content like linode AND Owner = jsmith"

77 results, all of which have "members.linode" in the content.

On 4/26/2010 5:32 PM, Jeff Blaine wrote:
> On 4/26/2010 5:04 PM, Kenneth Marshall wrote:
>> I am not certain what to do. For myself, I would turn on
>> SQL statement logging within the database. Set:
>>
>> log_min_duration_statement = 0
>>
>> in your postgresql.conf for the database and run both
>> queries in RT. Then turn it back done and pick apart the
>> query results to see if the problem is a logic problem or
>> possibly an encoding issue which results in "equal" items
>> not showing as "equal". Also, it looks like you are just
>
> These were sequential in the log as a result of my simple
> "Content matches foo.com" query via the web GUI. One is
> a COUNT and the other is for getting data, apparently.
>
> I formatted them here for easier reading.
>
> LOG: duration: 101.115 ms statement: EXECUTE <unnamed> [PREPARE:
> SELECT COUNT(DISTINCT main.id) FROM Tickets main
> JOIN Transactions Transactions_1 ON ( Transactions_1.ObjectId = main.id )
> JOIN Attachments Attachments_2 ON ( Attachments_2.TransactionId =
> Transactions_1.id )
> WHERE (Transactions_1.ObjectType = 'RT::Ticket')
> AND (main.Status != 'deleted')
> AND ( ( Attachments_2.Content ILIKE '%foo.com%' ) )
> AND (main.Type = 'ticket')
> AND (main.EffectiveId = main.id)
> ]
>
> LOG: duration: 105.350 ms statement: EXECUTE <unnamed> [PREPARE:
> SELECT DISTINCT main.* FROM Tickets main
> JOIN Transactions Transactions_1 ON ( Transactions_1.ObjectId = main.id )
> JOIN Attachments Attachments_2 ON ( Attachments_2.TransactionId =
> Transactions_1.id )
> WHERE (Transactions_1.ObjectType = 'RT::Ticket')
> AND (main.Status != 'deleted')
> AND ( ( Attachments_2.Content ILIKE '%foo.com%' ) )
> AND (main.Type = 'ticket')
> AND (main.EffectiveId = main.id)
> ORDER BY main.id ASC LIMIT 50
> ]
>
> What "both queries" are you referring to? The RT CLI and the
> RT web GUI both fail the same way with my 1 test query. I'm
> confused by what you mean there.
>
> Thanks for the ideas, Ken
>
>> starting with such a low ticket number, but if you plan
>> on using full content searches for any large-ish amount
>> of data you should really plan on using the full-text index
>> support for PostgreSQL/RT that is described in the wiki.
>> Speaking as one whose database was brought to its knees by
>> some creative data mining. :)
>>
>> Good luck and let us know what you find to be the cause.
>> Regards,
>>
>> Ken
>>
>>
>> On Mon, Apr 26, 2010 at 04:54:45PM -0400, Jeff Blaine wrote:
>>> On 4/26/2010 4:52 PM, Kenneth Marshall wrote:
>>>> Jeff,
>>>>
>>>> Are you using the Full-text index support from the wiki?
>>>
>>> Nope.
>>>
>>> Just RT 3.8.7 + RTFM 2.4.2. No add-ons/tweaks from the wiki.
>>>
>>>> There were some index bugs that may require you to re-index
>>>> to fix, specifically some rows were not reported correctly
>>>> as valid matches. I believe that the PostgreSQL release
>>>> notes mentioned that need. Maybe that is your problem. We
>>>> are using RT-3.8.5 and PostgreSQL 8.4.2 here with the full-text
>>>> support without an issue.
>>>>
>>>> Regards,
>>>> Ken
>>>>
>>>>
>>>> On Mon, Apr 26, 2010 at 03:00:39PM -0400, Jeff Blaine wrote:
>>>>> On 4/26/2010 2:19 PM, Kenneth Marshall wrote:
>>>>>> Well, that knocks out the ACL issue. Do you think that your
>>>>>> Mason cache is confused? Maybe stop RT, clear the cache, and
>>>>>> restart RT to see if that helps. What DB backend are you using
>>>>>> and which version of RT are you running?
>>>>>
>>>>> RT 3.8.7
>>>>> PostgreSQL as it comes with RHELv5 + updates from yum
>>>>>
>>>>> Clearing the Mason cache didn't help :|
>>>>>
>>>>>>
>>>>>> Cheers,
>>>>>> Ken
>>>>>>
>>>>>> On Mon, Apr 26, 2010 at 12:47:22PM -0400, Jeff Blaine wrote:
>>>>>>> On 4/26/2010 12:29 PM, Raed El-Hames wrote:
>>>>>>>> Jeff;
>>>>>>>>
>>>>>>>> Does your CLI user have permissions on the queue that ticket 39 is
>>>>>>>> in??
>>>>>>>> login to the web interface with the same cli user and see if you
>>>>>>>> can
>>>>>>>> view the ticket.
>>>>>>>
>>>>>>> Yes, it does.
>>>>>>>
>>>>>>> Again, however, this is not really a report about an anomaly in
>>>>>>> the RT CLI.
>>>>>>>
>>>>>>> The incorrect search results are returned via a web GUI search
>>>>>>> of "Content matches foo.com"
>>>>>>>
>>>>>>> Here, maybe this makes it more clear, showing the same problem
>>>>>>> when using the RT CLI:
>>>>>>>
>>>>>>> [root at rtsrv1 etc]# /apps/rt/bin/rt list "Content like foo.com"
>>>>>>> Query:Content like 'foo.com'
>>>>>>> Ticket Owner Queue Age Told Status Requestor Subject
>>>>>>> --------------------------------------------------------------------------------
>>>>>>>
>>>>>>> 23 mbs Incid 1 wk resolv enVision@ alert
>>>>>>> -NICAlert-Secur
>>>>>>> [root at rtsrv1 etc]#
>>>>>>>
>>>>>>> [root at rtsrv1 etc]# /apps/rt/bin/rt show 39 | grep foo.com
>>>>>>> foo.com blah blah... 1 line... not including in this email
>>>>>>> [root at rtsrv1 etc]#
>>>>>>>
>>>>>>> [root at rtsrv1 etc]# /apps/rt/bin/rt show 23 | grep foo.com
>>>>>>> foo.com blah blah... not including in this email
>>>>>>> foo.com matching lines 66 more times... not including in this email
>>>>>>> [root at rtsrv1 etc]#
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>>> Regards;
>>>>>>>> Roy
>>>>>>>>
>>>>>>>>
>>>>>>>>
>>>>>>>>
>>>>>>>>
>>>>>>>> Jeff Blaine wrote:
>>>>>>>>> On 4/26/2010 11:50 AM, Kenneth Marshall wrote:
>>>>>>>>>> Hi Jeff,
>>>>>>>>>>
>>>>>>>>>> There is nothing here that indicates a problem. It looks
>>>>>>>>>> like an apples vs. oranges comparison by the time you include
>>>>>>>>>> the actual parameters of the search from the web interface
>>>>>>>>>> and the rt commandline interface and possible privilege and
>>>>>>>>>> ACL differences. You can use DB query logging to figure out
>>>>>>>>>
>>>>>>>>> I think my original post is being misinterpreted. The 'rt'
>>>>>>>>> CLI commands aren't doing a search. They're just showing
>>>>>>>>> this list's readers that 'foo.com' does show up in each of
>>>>>>>>> the tickets when doing a simple 'rt show<ticket>'. It's
>>>>>>>>> not a comparison of "CLI search vs. web search".
>>>>>>>>>
>>>>>>>>>> what SQL is being used in the web search or the commandline
>>>>>>>>>> rt and compare the output piece-wise to put yourself at ease.
>>>>>>>>>> Maybe look at the individual components of each of the two
>>>>>>>>>> tickets, as well.
>>>>>>>>>
>>>>>>>>> When viewing the tickets using 'Full headers" and then
>>>>>>>>> "Ctrl-F" to examine every instance of 'foo.com' in each ticket
>>>>>>>>> shows that both tickets have the 'foo.com' in text/html parts
>>>>>>>>> (and only there).
>>>>>>>>>
>>>>>>>>> Ticket 23 has 67 of those parts and is returned when RT searching
>>>>>>>>> for 'foo.com'
>>>>>>>>>
>>>>>>>>> Ticket 39 has 1 of those parts and is not returned when RT
>>>>>>>>> searching
>>>>>>>>> for 'foo.com'
>>>>>>>>>
>>>>>>>>> By "DB query logging" do you mean Set($StatementLog, "DEBUG");
>>>>>>>>> or something?
>>>>>>>>>
>>>>>>>>> Thanks for the reply, Ken
>>>>>>>>>
>>>>>>>>> Jeff
>>>>>>>>>
>>>>>>>>>> Cheers,
>>>>>>>>>> Ken
>>>>>>>>>>
>>>>>>>>>> On Mon, Apr 26, 2010 at 11:21:45AM -0400, Jeff Blaine wrote:
>>>>>>>>>>> Does anyone have any suggestions for how to go about
>>>>>>>>>>> figuring out what is wrong here?
>>>>>>>>>>>
>>>>>>>>>>> On 4/22/2010 2:09 PM, Jeff Blaine wrote:
>>>>>>>>>>>> RT 3.8.7
>>>>>>>>>>>>
>>>>>>>>>>>> A search for 'Content matches foo.com' is returning some
>>>>>>>>>>>> tickets
>>>>>>>>>>>> and missing others that clearly have foo.com in the Content.
>>>>>>>>>>>>
>>>>>>>>>>>>> [root at rtsrv1 bin]# ./rt show 39 | grep foo.com | wc -l
>>>>>>>>>>>>> 1
>>>>>>>>>>>>> [root at rtsrv1 bin]#
>>>>>>>>>>>>> [root at rtsrv1 bin]# ./rt show 23 | grep foo.com | wc -l
>>>>>>>>>>>>> 67
>>>>>>>>>>>>> [root at rtsrv1 bin]#
>>>>>>>>>>>> 23 shows up in the web search results.
>>>>>>>>>>>>
>>>>>>>>>>>> 39 does not.
>>>>>>>>>>>>
>>>>>>>>>>>> Any ideas?
>>>>>>>>>>>>
>>>>>>>>>>>>
>>>>>>>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly
>>>>>>>>>>>> Media.
>>>>>>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>>>>>>
>>>>>>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly
>>>>>>>>>>> Media.
>>>>>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>>>>>
>>>>>>>>>
>>>>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly
>>>>>>>>> Media.
>>>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>>
>>>>>>>
>>>>>>
>>>>>
>>>>
>>>
>>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From ktm at rice.edu  Mon May 17 15:00:11 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Mon, 17 May 2010 14:00:11 -0500
Subject: [rt-users] Search results anomaly
In-Reply-To: <4BF18F91.2020502@kickflop.net>
References: <4BD5BBF4.3040604@kickflop.net> <4BD5BF85.8050401@vialtus.com>
	<4BD5C39A.4040209@kickflop.net>
	<20100426181917.GC29911@aart.is.rice.edu>
	<4BD5E2D7.3080200@kickflop.net>
	<20100426205204.GE29911@aart.is.rice.edu>
	<4BD5FD95.9080509@kickflop.net>
	<20100426210415.GF29911@aart.is.rice.edu>
	<4BD60672.6040906@kickflop.net> <4BF18F91.2020502@kickflop.net>
Message-ID: <20100517190011.GL3892@aart.is.rice.edu>

And what queries actually hit the database backend for these
two? If it is the same SQL query, then the problem is somewhere
else. If the query differs, try running the query manually to
see why it is giving unexpected results. Again as others have
mentioned, collation/encoding could cause these types of differences.

Cheers,
Ken

On Mon, May 17, 2010 at 02:48:49PM -0400, Jeff Blaine wrote:
> Another example of this failing:
>
> rt list -t ticket "Content like members.linode AND Owner = jsmith"
>
> 14 results
>
> rt list -t ticket "Content like linode AND Owner = jsmith"
>
> 77 results, all of which have "members.linode" in the content.
>
> On 4/26/2010 5:32 PM, Jeff Blaine wrote:
>> On 4/26/2010 5:04 PM, Kenneth Marshall wrote:
>>> I am not certain what to do. For myself, I would turn on
>>> SQL statement logging within the database. Set:
>>>
>>> log_min_duration_statement = 0
>>>
>>> in your postgresql.conf for the database and run both
>>> queries in RT. Then turn it back done and pick apart the
>>> query results to see if the problem is a logic problem or
>>> possibly an encoding issue which results in "equal" items
>>> not showing as "equal". Also, it looks like you are just
>>
>> These were sequential in the log as a result of my simple
>> "Content matches foo.com" query via the web GUI. One is
>> a COUNT and the other is for getting data, apparently.
>>
>> I formatted them here for easier reading.
>>
>> LOG: duration: 101.115 ms statement: EXECUTE <unnamed> [PREPARE:
>> SELECT COUNT(DISTINCT main.id) FROM Tickets main
>> JOIN Transactions Transactions_1 ON ( Transactions_1.ObjectId = main.id )
>> JOIN Attachments Attachments_2 ON ( Attachments_2.TransactionId =
>> Transactions_1.id )
>> WHERE (Transactions_1.ObjectType = 'RT::Ticket')
>> AND (main.Status != 'deleted')
>> AND ( ( Attachments_2.Content ILIKE '%foo.com%' ) )
>> AND (main.Type = 'ticket')
>> AND (main.EffectiveId = main.id)
>> ]
>>
>> LOG: duration: 105.350 ms statement: EXECUTE <unnamed> [PREPARE:
>> SELECT DISTINCT main.* FROM Tickets main
>> JOIN Transactions Transactions_1 ON ( Transactions_1.ObjectId = main.id )
>> JOIN Attachments Attachments_2 ON ( Attachments_2.TransactionId =
>> Transactions_1.id )
>> WHERE (Transactions_1.ObjectType = 'RT::Ticket')
>> AND (main.Status != 'deleted')
>> AND ( ( Attachments_2.Content ILIKE '%foo.com%' ) )
>> AND (main.Type = 'ticket')
>> AND (main.EffectiveId = main.id)
>> ORDER BY main.id ASC LIMIT 50
>> ]
>>
>> What "both queries" are you referring to? The RT CLI and the
>> RT web GUI both fail the same way with my 1 test query. I'm
>> confused by what you mean there.
>>
>> Thanks for the ideas, Ken
>>
>>> starting with such a low ticket number, but if you plan
>>> on using full content searches for any large-ish amount
>>> of data you should really plan on using the full-text index
>>> support for PostgreSQL/RT that is described in the wiki.
>>> Speaking as one whose database was brought to its knees by
>>> some creative data mining. :)
>>>
>>> Good luck and let us know what you find to be the cause.
>>> Regards,
>>>
>>> Ken
>>>
>>>
>>> On Mon, Apr 26, 2010 at 04:54:45PM -0400, Jeff Blaine wrote:
>>>> On 4/26/2010 4:52 PM, Kenneth Marshall wrote:
>>>>> Jeff,
>>>>>
>>>>> Are you using the Full-text index support from the wiki?
>>>>
>>>> Nope.
>>>>
>>>> Just RT 3.8.7 + RTFM 2.4.2. No add-ons/tweaks from the wiki.
>>>>
>>>>> There were some index bugs that may require you to re-index
>>>>> to fix, specifically some rows were not reported correctly
>>>>> as valid matches. I believe that the PostgreSQL release
>>>>> notes mentioned that need. Maybe that is your problem. We
>>>>> are using RT-3.8.5 and PostgreSQL 8.4.2 here with the full-text
>>>>> support without an issue.
>>>>>
>>>>> Regards,
>>>>> Ken
>>>>>
>>>>>
>>>>> On Mon, Apr 26, 2010 at 03:00:39PM -0400, Jeff Blaine wrote:
>>>>>> On 4/26/2010 2:19 PM, Kenneth Marshall wrote:
>>>>>>> Well, that knocks out the ACL issue. Do you think that your
>>>>>>> Mason cache is confused? Maybe stop RT, clear the cache, and
>>>>>>> restart RT to see if that helps. What DB backend are you using
>>>>>>> and which version of RT are you running?
>>>>>>
>>>>>> RT 3.8.7
>>>>>> PostgreSQL as it comes with RHELv5 + updates from yum
>>>>>>
>>>>>> Clearing the Mason cache didn't help :|
>>>>>>
>>>>>>>
>>>>>>> Cheers,
>>>>>>> Ken
>>>>>>>
>>>>>>> On Mon, Apr 26, 2010 at 12:47:22PM -0400, Jeff Blaine wrote:
>>>>>>>> On 4/26/2010 12:29 PM, Raed El-Hames wrote:
>>>>>>>>> Jeff;
>>>>>>>>>
>>>>>>>>> Does your CLI user have permissions on the queue that ticket 39 is
>>>>>>>>> in??
>>>>>>>>> login to the web interface with the same cli user and see if you
>>>>>>>>> can
>>>>>>>>> view the ticket.
>>>>>>>>
>>>>>>>> Yes, it does.
>>>>>>>>
>>>>>>>> Again, however, this is not really a report about an anomaly in
>>>>>>>> the RT CLI.
>>>>>>>>
>>>>>>>> The incorrect search results are returned via a web GUI search
>>>>>>>> of "Content matches foo.com"
>>>>>>>>
>>>>>>>> Here, maybe this makes it more clear, showing the same problem
>>>>>>>> when using the RT CLI:
>>>>>>>>
>>>>>>>> [root at rtsrv1 etc]# /apps/rt/bin/rt list "Content like foo.com"
>>>>>>>> Query:Content like 'foo.com'
>>>>>>>> Ticket Owner Queue Age Told Status Requestor Subject
>>>>>>>> --------------------------------------------------------------------------------
>>>>>>>>
>>>>>>>> 23 mbs Incid 1 wk resolv enVision@ alert
>>>>>>>> -NICAlert-Secur
>>>>>>>> [root at rtsrv1 etc]#
>>>>>>>>
>>>>>>>> [root at rtsrv1 etc]# /apps/rt/bin/rt show 39 | grep foo.com
>>>>>>>> foo.com blah blah... 1 line... not including in this email
>>>>>>>> [root at rtsrv1 etc]#
>>>>>>>>
>>>>>>>> [root at rtsrv1 etc]# /apps/rt/bin/rt show 23 | grep foo.com
>>>>>>>> foo.com blah blah... not including in this email
>>>>>>>> foo.com matching lines 66 more times... not including in this email
>>>>>>>> [root at rtsrv1 etc]#
>>>>>>>>
>>>>>>>>
>>>>>>>>
>>>>>>>>> Regards;
>>>>>>>>> Roy
>>>>>>>>>
>>>>>>>>>
>>>>>>>>>
>>>>>>>>>
>>>>>>>>>
>>>>>>>>> Jeff Blaine wrote:
>>>>>>>>>> On 4/26/2010 11:50 AM, Kenneth Marshall wrote:
>>>>>>>>>>> Hi Jeff,
>>>>>>>>>>>
>>>>>>>>>>> There is nothing here that indicates a problem. It looks
>>>>>>>>>>> like an apples vs. oranges comparison by the time you include
>>>>>>>>>>> the actual parameters of the search from the web interface
>>>>>>>>>>> and the rt commandline interface and possible privilege and
>>>>>>>>>>> ACL differences. You can use DB query logging to figure out
>>>>>>>>>>
>>>>>>>>>> I think my original post is being misinterpreted. The 'rt'
>>>>>>>>>> CLI commands aren't doing a search. They're just showing
>>>>>>>>>> this list's readers that 'foo.com' does show up in each of
>>>>>>>>>> the tickets when doing a simple 'rt show<ticket>'. It's
>>>>>>>>>> not a comparison of "CLI search vs. web search".
>>>>>>>>>>
>>>>>>>>>>> what SQL is being used in the web search or the commandline
>>>>>>>>>>> rt and compare the output piece-wise to put yourself at ease.
>>>>>>>>>>> Maybe look at the individual components of each of the two
>>>>>>>>>>> tickets, as well.
>>>>>>>>>>
>>>>>>>>>> When viewing the tickets using 'Full headers" and then
>>>>>>>>>> "Ctrl-F" to examine every instance of 'foo.com' in each ticket
>>>>>>>>>> shows that both tickets have the 'foo.com' in text/html parts
>>>>>>>>>> (and only there).
>>>>>>>>>>
>>>>>>>>>> Ticket 23 has 67 of those parts and is returned when RT searching
>>>>>>>>>> for 'foo.com'
>>>>>>>>>>
>>>>>>>>>> Ticket 39 has 1 of those parts and is not returned when RT
>>>>>>>>>> searching
>>>>>>>>>> for 'foo.com'
>>>>>>>>>>
>>>>>>>>>> By "DB query logging" do you mean Set($StatementLog, "DEBUG");
>>>>>>>>>> or something?
>>>>>>>>>>
>>>>>>>>>> Thanks for the reply, Ken
>>>>>>>>>>
>>>>>>>>>> Jeff
>>>>>>>>>>
>>>>>>>>>>> Cheers,
>>>>>>>>>>> Ken
>>>>>>>>>>>
>>>>>>>>>>> On Mon, Apr 26, 2010 at 11:21:45AM -0400, Jeff Blaine wrote:
>>>>>>>>>>>> Does anyone have any suggestions for how to go about
>>>>>>>>>>>> figuring out what is wrong here?
>>>>>>>>>>>>
>>>>>>>>>>>> On 4/22/2010 2:09 PM, Jeff Blaine wrote:
>>>>>>>>>>>>> RT 3.8.7
>>>>>>>>>>>>>
>>>>>>>>>>>>> A search for 'Content matches foo.com' is returning some
>>>>>>>>>>>>> tickets
>>>>>>>>>>>>> and missing others that clearly have foo.com in the Content.
>>>>>>>>>>>>>
>>>>>>>>>>>>>> [root at rtsrv1 bin]# ./rt show 39 | grep foo.com | wc -l
>>>>>>>>>>>>>> 1
>>>>>>>>>>>>>> [root at rtsrv1 bin]#
>>>>>>>>>>>>>> [root at rtsrv1 bin]# ./rt show 23 | grep foo.com | wc -l
>>>>>>>>>>>>>> 67
>>>>>>>>>>>>>> [root at rtsrv1 bin]#
>>>>>>>>>>>>> 23 shows up in the web search results.
>>>>>>>>>>>>>
>>>>>>>>>>>>> 39 does not.
>>>>>>>>>>>>>
>>>>>>>>>>>>> Any ideas?
>>>>>>>>>>>>>
>>>>>>>>>>>>>
>>>>>>>>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly
>>>>>>>>>>>>> Media.
>>>>>>>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>>>>>>>
>>>>>>>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly
>>>>>>>>>>>> Media.
>>>>>>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly
>>>>>>>>>> Media.
>>>>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>>>
>>>>>>>>
>>>>>>>
>>>>>>
>>>>>
>>>>
>>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From jblaine at kickflop.net  Mon May 17 15:20:00 2010
From: jblaine at kickflop.net (Jeff Blaine)
Date: Mon, 17 May 2010 15:20:00 -0400
Subject: [rt-users] Search results anomaly
In-Reply-To: <20100517190011.GL3892@aart.is.rice.edu>
References: <4BD5BBF4.3040604@kickflop.net> <4BD5BF85.8050401@vialtus.com>
	<4BD5C39A.4040209@kickflop.net>
	<20100426181917.GC29911@aart.is.rice.edu>
	<4BD5E2D7.3080200@kickflop.net>
	<20100426205204.GE29911@aart.is.rice.edu>
	<4BD5FD95.9080509@kickflop.net>
	<20100426210415.GF29911@aart.is.rice.edu>
	<4BD60672.6040906@kickflop.net> <4BF18F91.2020502@kickflop.net>
	<20100517190011.GL3892@aart.is.rice.edu>
Message-ID: <4BF196E0.9070806@kickflop.net>

Here are the transactions as logged.  FWIW, I find it curious
that all of these search failures for us so far are with
search terms that have a '.' in the term...

LOG:  duration: 35.815 ms  statement: EXECUTE <unnamed>  [PREPARE: 
SELECT DISTINCT main.* FROM Tickets main
   JOIN Transactions Transactions_1
     ON ( Transactions_1.ObjectId = main.id )
   JOIN Attachments Attachments_2
     ON ( Attachments_2.TransactionId = Transactions_1.id )
WHERE (Transactions_1.ObjectType = 'RT::Ticket')
        AND (main.Status != 'deleted')
        AND ( ( Attachments_2.Content ILIKE '%members.linode%' ) AND 
main.Owner = '66')
        AND (main.Type = 'ticket')
        AND (main.EffectiveId = main.id)
ORDER BY main.id ASC ]

LOG:  duration: 38.362 ms  statement: EXECUTE <unnamed>  [PREPARE: 
SELECT DISTINCT main.* FROM Tickets main
   JOIN Transactions Transactions_1
     ON ( Transactions_1.ObjectId = main.id )
   JOIN Attachments Attachments_2
     ON ( Attachments_2.TransactionId = Transactions_1.id )
WHERE (Transactions_1.ObjectType = 'RT::Ticket')
        AND (main.Status != 'deleted')
        AND ( ( Attachments_2.Content ILIKE '%linode%' ) AND main.Owner 
= '66')
        AND (main.Type = 'ticket')
        AND (main.EffectiveId = main.id)
ORDER BY main.id ASC ]

On 5/17/2010 3:00 PM, Kenneth Marshall wrote:
> And what queries actually hit the database backend for these
> two? If it is the same SQL query, then the problem is somewhere
> else. If the query differs, try running the query manually to
> see why it is giving unexpected results. Again as others have
> mentioned, collation/encoding could cause these types of differences.
>
> Cheers,
> Ken
>
> On Mon, May 17, 2010 at 02:48:49PM -0400, Jeff Blaine wrote:
>> Another example of this failing:
>>
>> rt list -t ticket "Content like members.linode AND Owner = jsmith"
>>
>> 14 results
>>
>> rt list -t ticket "Content like linode AND Owner = jsmith"
>>
>> 77 results, all of which have "members.linode" in the content.
>>
>> On 4/26/2010 5:32 PM, Jeff Blaine wrote:
>>> On 4/26/2010 5:04 PM, Kenneth Marshall wrote:
>>>> I am not certain what to do. For myself, I would turn on
>>>> SQL statement logging within the database. Set:
>>>>
>>>> log_min_duration_statement = 0
>>>>
>>>> in your postgresql.conf for the database and run both
>>>> queries in RT. Then turn it back done and pick apart the
>>>> query results to see if the problem is a logic problem or
>>>> possibly an encoding issue which results in "equal" items
>>>> not showing as "equal". Also, it looks like you are just
>>>
>>> These were sequential in the log as a result of my simple
>>> "Content matches foo.com" query via the web GUI. One is
>>> a COUNT and the other is for getting data, apparently.
>>>
>>> I formatted them here for easier reading.
>>>
>>> LOG: duration: 101.115 ms statement: EXECUTE<unnamed>  [PREPARE:
>>> SELECT COUNT(DISTINCT main.id) FROM Tickets main
>>> JOIN Transactions Transactions_1 ON ( Transactions_1.ObjectId = main.id )
>>> JOIN Attachments Attachments_2 ON ( Attachments_2.TransactionId =
>>> Transactions_1.id )
>>> WHERE (Transactions_1.ObjectType = 'RT::Ticket')
>>> AND (main.Status != 'deleted')
>>> AND ( ( Attachments_2.Content ILIKE '%foo.com%' ) )
>>> AND (main.Type = 'ticket')
>>> AND (main.EffectiveId = main.id)
>>> ]
>>>
>>> LOG: duration: 105.350 ms statement: EXECUTE<unnamed>  [PREPARE:
>>> SELECT DISTINCT main.* FROM Tickets main
>>> JOIN Transactions Transactions_1 ON ( Transactions_1.ObjectId = main.id )
>>> JOIN Attachments Attachments_2 ON ( Attachments_2.TransactionId =
>>> Transactions_1.id )
>>> WHERE (Transactions_1.ObjectType = 'RT::Ticket')
>>> AND (main.Status != 'deleted')
>>> AND ( ( Attachments_2.Content ILIKE '%foo.com%' ) )
>>> AND (main.Type = 'ticket')
>>> AND (main.EffectiveId = main.id)
>>> ORDER BY main.id ASC LIMIT 50
>>> ]
>>>
>>> What "both queries" are you referring to? The RT CLI and the
>>> RT web GUI both fail the same way with my 1 test query. I'm
>>> confused by what you mean there.
>>>
>>> Thanks for the ideas, Ken
>>>
>>>> starting with such a low ticket number, but if you plan
>>>> on using full content searches for any large-ish amount
>>>> of data you should really plan on using the full-text index
>>>> support for PostgreSQL/RT that is described in the wiki.
>>>> Speaking as one whose database was brought to its knees by
>>>> some creative data mining. :)
>>>>
>>>> Good luck and let us know what you find to be the cause.
>>>> Regards,
>>>>
>>>> Ken
>>>>
>>>>
>>>> On Mon, Apr 26, 2010 at 04:54:45PM -0400, Jeff Blaine wrote:
>>>>> On 4/26/2010 4:52 PM, Kenneth Marshall wrote:
>>>>>> Jeff,
>>>>>>
>>>>>> Are you using the Full-text index support from the wiki?
>>>>>
>>>>> Nope.
>>>>>
>>>>> Just RT 3.8.7 + RTFM 2.4.2. No add-ons/tweaks from the wiki.
>>>>>
>>>>>> There were some index bugs that may require you to re-index
>>>>>> to fix, specifically some rows were not reported correctly
>>>>>> as valid matches. I believe that the PostgreSQL release
>>>>>> notes mentioned that need. Maybe that is your problem. We
>>>>>> are using RT-3.8.5 and PostgreSQL 8.4.2 here with the full-text
>>>>>> support without an issue.
>>>>>>
>>>>>> Regards,
>>>>>> Ken
>>>>>>
>>>>>>
>>>>>> On Mon, Apr 26, 2010 at 03:00:39PM -0400, Jeff Blaine wrote:
>>>>>>> On 4/26/2010 2:19 PM, Kenneth Marshall wrote:
>>>>>>>> Well, that knocks out the ACL issue. Do you think that your
>>>>>>>> Mason cache is confused? Maybe stop RT, clear the cache, and
>>>>>>>> restart RT to see if that helps. What DB backend are you using
>>>>>>>> and which version of RT are you running?
>>>>>>>
>>>>>>> RT 3.8.7
>>>>>>> PostgreSQL as it comes with RHELv5 + updates from yum
>>>>>>>
>>>>>>> Clearing the Mason cache didn't help :|
>>>>>>>
>>>>>>>>
>>>>>>>> Cheers,
>>>>>>>> Ken
>>>>>>>>
>>>>>>>> On Mon, Apr 26, 2010 at 12:47:22PM -0400, Jeff Blaine wrote:
>>>>>>>>> On 4/26/2010 12:29 PM, Raed El-Hames wrote:
>>>>>>>>>> Jeff;
>>>>>>>>>>
>>>>>>>>>> Does your CLI user have permissions on the queue that ticket 39 is
>>>>>>>>>> in??
>>>>>>>>>> login to the web interface with the same cli user and see if you
>>>>>>>>>> can
>>>>>>>>>> view the ticket.
>>>>>>>>>
>>>>>>>>> Yes, it does.
>>>>>>>>>
>>>>>>>>> Again, however, this is not really a report about an anomaly in
>>>>>>>>> the RT CLI.
>>>>>>>>>
>>>>>>>>> The incorrect search results are returned via a web GUI search
>>>>>>>>> of "Content matches foo.com"
>>>>>>>>>
>>>>>>>>> Here, maybe this makes it more clear, showing the same problem
>>>>>>>>> when using the RT CLI:
>>>>>>>>>
>>>>>>>>> [root at rtsrv1 etc]# /apps/rt/bin/rt list "Content like foo.com"
>>>>>>>>> Query:Content like 'foo.com'
>>>>>>>>> Ticket Owner Queue Age Told Status Requestor Subject
>>>>>>>>> --------------------------------------------------------------------------------
>>>>>>>>>
>>>>>>>>> 23 mbs Incid 1 wk resolv enVision@ alert
>>>>>>>>> -NICAlert-Secur
>>>>>>>>> [root at rtsrv1 etc]#
>>>>>>>>>
>>>>>>>>> [root at rtsrv1 etc]# /apps/rt/bin/rt show 39 | grep foo.com
>>>>>>>>> foo.com blah blah... 1 line... not including in this email
>>>>>>>>> [root at rtsrv1 etc]#
>>>>>>>>>
>>>>>>>>> [root at rtsrv1 etc]# /apps/rt/bin/rt show 23 | grep foo.com
>>>>>>>>> foo.com blah blah... not including in this email
>>>>>>>>> foo.com matching lines 66 more times... not including in this email
>>>>>>>>> [root at rtsrv1 etc]#
>>>>>>>>>
>>>>>>>>>
>>>>>>>>>
>>>>>>>>>> Regards;
>>>>>>>>>> Roy
>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>> Jeff Blaine wrote:
>>>>>>>>>>> On 4/26/2010 11:50 AM, Kenneth Marshall wrote:
>>>>>>>>>>>> Hi Jeff,
>>>>>>>>>>>>
>>>>>>>>>>>> There is nothing here that indicates a problem. It looks
>>>>>>>>>>>> like an apples vs. oranges comparison by the time you include
>>>>>>>>>>>> the actual parameters of the search from the web interface
>>>>>>>>>>>> and the rt commandline interface and possible privilege and
>>>>>>>>>>>> ACL differences. You can use DB query logging to figure out
>>>>>>>>>>>
>>>>>>>>>>> I think my original post is being misinterpreted. The 'rt'
>>>>>>>>>>> CLI commands aren't doing a search. They're just showing
>>>>>>>>>>> this list's readers that 'foo.com' does show up in each of
>>>>>>>>>>> the tickets when doing a simple 'rt show<ticket>'. It's
>>>>>>>>>>> not a comparison of "CLI search vs. web search".
>>>>>>>>>>>
>>>>>>>>>>>> what SQL is being used in the web search or the commandline
>>>>>>>>>>>> rt and compare the output piece-wise to put yourself at ease.
>>>>>>>>>>>> Maybe look at the individual components of each of the two
>>>>>>>>>>>> tickets, as well.
>>>>>>>>>>>
>>>>>>>>>>> When viewing the tickets using 'Full headers" and then
>>>>>>>>>>> "Ctrl-F" to examine every instance of 'foo.com' in each ticket
>>>>>>>>>>> shows that both tickets have the 'foo.com' in text/html parts
>>>>>>>>>>> (and only there).
>>>>>>>>>>>
>>>>>>>>>>> Ticket 23 has 67 of those parts and is returned when RT searching
>>>>>>>>>>> for 'foo.com'
>>>>>>>>>>>
>>>>>>>>>>> Ticket 39 has 1 of those parts and is not returned when RT
>>>>>>>>>>> searching
>>>>>>>>>>> for 'foo.com'
>>>>>>>>>>>
>>>>>>>>>>> By "DB query logging" do you mean Set($StatementLog, "DEBUG");
>>>>>>>>>>> or something?
>>>>>>>>>>>
>>>>>>>>>>> Thanks for the reply, Ken
>>>>>>>>>>>
>>>>>>>>>>> Jeff
>>>>>>>>>>>
>>>>>>>>>>>> Cheers,
>>>>>>>>>>>> Ken
>>>>>>>>>>>>
>>>>>>>>>>>> On Mon, Apr 26, 2010 at 11:21:45AM -0400, Jeff Blaine wrote:
>>>>>>>>>>>>> Does anyone have any suggestions for how to go about
>>>>>>>>>>>>> figuring out what is wrong here?
>>>>>>>>>>>>>
>>>>>>>>>>>>> On 4/22/2010 2:09 PM, Jeff Blaine wrote:
>>>>>>>>>>>>>> RT 3.8.7
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> A search for 'Content matches foo.com' is returning some
>>>>>>>>>>>>>> tickets
>>>>>>>>>>>>>> and missing others that clearly have foo.com in the Content.
>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> [root at rtsrv1 bin]# ./rt show 39 | grep foo.com | wc -l
>>>>>>>>>>>>>>> 1
>>>>>>>>>>>>>>> [root at rtsrv1 bin]#
>>>>>>>>>>>>>>> [root at rtsrv1 bin]# ./rt show 23 | grep foo.com | wc -l
>>>>>>>>>>>>>>> 67
>>>>>>>>>>>>>>> [root at rtsrv1 bin]#
>>>>>>>>>>>>>> 23 shows up in the web search results.
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> 39 does not.
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> Any ideas?
>>>>>>>>>>>>>>
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly
>>>>>>>>>>>>>> Media.
>>>>>>>>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>>>>>>>>
>>>>>>>>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly
>>>>>>>>>>>>> Media.
>>>>>>>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>>>>>>>
>>>>>>>>>>>
>>>>>>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly
>>>>>>>>>>> Media.
>>>>>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>>>>
>>>>>>>>>
>>>>>>>>
>>>>>>>
>>>>>>
>>>>>
>>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>


From ktm at rice.edu  Mon May 17 15:26:45 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Mon, 17 May 2010 14:26:45 -0500
Subject: [rt-users] Search results anomaly
In-Reply-To: <4BF196E0.9070806@kickflop.net>
References: <4BD5C39A.4040209@kickflop.net>
	<20100426181917.GC29911@aart.is.rice.edu>
	<4BD5E2D7.3080200@kickflop.net>
	<20100426205204.GE29911@aart.is.rice.edu>
	<4BD5FD95.9080509@kickflop.net>
	<20100426210415.GF29911@aart.is.rice.edu>
	<4BD60672.6040906@kickflop.net> <4BF18F91.2020502@kickflop.net>
	<20100517190011.GL3892@aart.is.rice.edu>
	<4BF196E0.9070806@kickflop.net>
Message-ID: <20100517192645.GM3892@aart.is.rice.edu>

Hi Jeff,

Those are just what I would have expected. I would take one
of the results from the second set of 77 and figure out why
it is not matching the first query. It does look more and more
like a collation problem. What is the collation of an attachment
that matches one query but not the other?

Ken

On Mon, May 17, 2010 at 03:20:00PM -0400, Jeff Blaine wrote:
> Here are the transactions as logged.  FWIW, I find it curious
> that all of these search failures for us so far are with
> search terms that have a '.' in the term...
>
> LOG:  duration: 35.815 ms  statement: EXECUTE <unnamed>  [PREPARE: SELECT 
> DISTINCT main.* FROM Tickets main
>   JOIN Transactions Transactions_1
>     ON ( Transactions_1.ObjectId = main.id )
>   JOIN Attachments Attachments_2
>     ON ( Attachments_2.TransactionId = Transactions_1.id )
> WHERE (Transactions_1.ObjectType = 'RT::Ticket')
>        AND (main.Status != 'deleted')
>        AND ( ( Attachments_2.Content ILIKE '%members.linode%' ) AND 
> main.Owner = '66')
>        AND (main.Type = 'ticket')
>        AND (main.EffectiveId = main.id)
> ORDER BY main.id ASC ]
>
> LOG:  duration: 38.362 ms  statement: EXECUTE <unnamed>  [PREPARE: SELECT 
> DISTINCT main.* FROM Tickets main
>   JOIN Transactions Transactions_1
>     ON ( Transactions_1.ObjectId = main.id )
>   JOIN Attachments Attachments_2
>     ON ( Attachments_2.TransactionId = Transactions_1.id )
> WHERE (Transactions_1.ObjectType = 'RT::Ticket')
>        AND (main.Status != 'deleted')
>        AND ( ( Attachments_2.Content ILIKE '%linode%' ) AND main.Owner = 
> '66')
>        AND (main.Type = 'ticket')
>        AND (main.EffectiveId = main.id)
> ORDER BY main.id ASC ]
>
> On 5/17/2010 3:00 PM, Kenneth Marshall wrote:
>> And what queries actually hit the database backend for these
>> two? If it is the same SQL query, then the problem is somewhere
>> else. If the query differs, try running the query manually to
>> see why it is giving unexpected results. Again as others have
>> mentioned, collation/encoding could cause these types of differences.
>>
>> Cheers,
>> Ken
>>
>> On Mon, May 17, 2010 at 02:48:49PM -0400, Jeff Blaine wrote:
>>> Another example of this failing:
>>>
>>> rt list -t ticket "Content like members.linode AND Owner = jsmith"
>>>
>>> 14 results
>>>
>>> rt list -t ticket "Content like linode AND Owner = jsmith"
>>>
>>> 77 results, all of which have "members.linode" in the content.
>>>
>>> On 4/26/2010 5:32 PM, Jeff Blaine wrote:
>>>> On 4/26/2010 5:04 PM, Kenneth Marshall wrote:
>>>>> I am not certain what to do. For myself, I would turn on
>>>>> SQL statement logging within the database. Set:
>>>>>
>>>>> log_min_duration_statement = 0
>>>>>
>>>>> in your postgresql.conf for the database and run both
>>>>> queries in RT. Then turn it back done and pick apart the
>>>>> query results to see if the problem is a logic problem or
>>>>> possibly an encoding issue which results in "equal" items
>>>>> not showing as "equal". Also, it looks like you are just
>>>>
>>>> These were sequential in the log as a result of my simple
>>>> "Content matches foo.com" query via the web GUI. One is
>>>> a COUNT and the other is for getting data, apparently.
>>>>
>>>> I formatted them here for easier reading.
>>>>
>>>> LOG: duration: 101.115 ms statement: EXECUTE<unnamed>  [PREPARE:
>>>> SELECT COUNT(DISTINCT main.id) FROM Tickets main
>>>> JOIN Transactions Transactions_1 ON ( Transactions_1.ObjectId = main.id 
>>>> )
>>>> JOIN Attachments Attachments_2 ON ( Attachments_2.TransactionId =
>>>> Transactions_1.id )
>>>> WHERE (Transactions_1.ObjectType = 'RT::Ticket')
>>>> AND (main.Status != 'deleted')
>>>> AND ( ( Attachments_2.Content ILIKE '%foo.com%' ) )
>>>> AND (main.Type = 'ticket')
>>>> AND (main.EffectiveId = main.id)
>>>> ]
>>>>
>>>> LOG: duration: 105.350 ms statement: EXECUTE<unnamed>  [PREPARE:
>>>> SELECT DISTINCT main.* FROM Tickets main
>>>> JOIN Transactions Transactions_1 ON ( Transactions_1.ObjectId = main.id 
>>>> )
>>>> JOIN Attachments Attachments_2 ON ( Attachments_2.TransactionId =
>>>> Transactions_1.id )
>>>> WHERE (Transactions_1.ObjectType = 'RT::Ticket')
>>>> AND (main.Status != 'deleted')
>>>> AND ( ( Attachments_2.Content ILIKE '%foo.com%' ) )
>>>> AND (main.Type = 'ticket')
>>>> AND (main.EffectiveId = main.id)
>>>> ORDER BY main.id ASC LIMIT 50
>>>> ]
>>>>
>>>> What "both queries" are you referring to? The RT CLI and the
>>>> RT web GUI both fail the same way with my 1 test query. I'm
>>>> confused by what you mean there.
>>>>
>>>> Thanks for the ideas, Ken
>>>>
>>>>> starting with such a low ticket number, but if you plan
>>>>> on using full content searches for any large-ish amount
>>>>> of data you should really plan on using the full-text index
>>>>> support for PostgreSQL/RT that is described in the wiki.
>>>>> Speaking as one whose database was brought to its knees by
>>>>> some creative data mining. :)
>>>>>
>>>>> Good luck and let us know what you find to be the cause.
>>>>> Regards,
>>>>>
>>>>> Ken
>>>>>
>>>>>
>>>>> On Mon, Apr 26, 2010 at 04:54:45PM -0400, Jeff Blaine wrote:
>>>>>> On 4/26/2010 4:52 PM, Kenneth Marshall wrote:
>>>>>>> Jeff,
>>>>>>>
>>>>>>> Are you using the Full-text index support from the wiki?
>>>>>>
>>>>>> Nope.
>>>>>>
>>>>>> Just RT 3.8.7 + RTFM 2.4.2. No add-ons/tweaks from the wiki.
>>>>>>
>>>>>>> There were some index bugs that may require you to re-index
>>>>>>> to fix, specifically some rows were not reported correctly
>>>>>>> as valid matches. I believe that the PostgreSQL release
>>>>>>> notes mentioned that need. Maybe that is your problem. We
>>>>>>> are using RT-3.8.5 and PostgreSQL 8.4.2 here with the full-text
>>>>>>> support without an issue.
>>>>>>>
>>>>>>> Regards,
>>>>>>> Ken
>>>>>>>
>>>>>>>
>>>>>>> On Mon, Apr 26, 2010 at 03:00:39PM -0400, Jeff Blaine wrote:
>>>>>>>> On 4/26/2010 2:19 PM, Kenneth Marshall wrote:
>>>>>>>>> Well, that knocks out the ACL issue. Do you think that your
>>>>>>>>> Mason cache is confused? Maybe stop RT, clear the cache, and
>>>>>>>>> restart RT to see if that helps. What DB backend are you using
>>>>>>>>> and which version of RT are you running?
>>>>>>>>
>>>>>>>> RT 3.8.7
>>>>>>>> PostgreSQL as it comes with RHELv5 + updates from yum
>>>>>>>>
>>>>>>>> Clearing the Mason cache didn't help :|
>>>>>>>>
>>>>>>>>>
>>>>>>>>> Cheers,
>>>>>>>>> Ken
>>>>>>>>>
>>>>>>>>> On Mon, Apr 26, 2010 at 12:47:22PM -0400, Jeff Blaine wrote:
>>>>>>>>>> On 4/26/2010 12:29 PM, Raed El-Hames wrote:
>>>>>>>>>>> Jeff;
>>>>>>>>>>>
>>>>>>>>>>> Does your CLI user have permissions on the queue that ticket 39 
>>>>>>>>>>> is
>>>>>>>>>>> in??
>>>>>>>>>>> login to the web interface with the same cli user and see if you
>>>>>>>>>>> can
>>>>>>>>>>> view the ticket.
>>>>>>>>>>
>>>>>>>>>> Yes, it does.
>>>>>>>>>>
>>>>>>>>>> Again, however, this is not really a report about an anomaly in
>>>>>>>>>> the RT CLI.
>>>>>>>>>>
>>>>>>>>>> The incorrect search results are returned via a web GUI search
>>>>>>>>>> of "Content matches foo.com"
>>>>>>>>>>
>>>>>>>>>> Here, maybe this makes it more clear, showing the same problem
>>>>>>>>>> when using the RT CLI:
>>>>>>>>>>
>>>>>>>>>> [root at rtsrv1 etc]# /apps/rt/bin/rt list "Content like foo.com"
>>>>>>>>>> Query:Content like 'foo.com'
>>>>>>>>>> Ticket Owner Queue Age Told Status Requestor Subject
>>>>>>>>>> --------------------------------------------------------------------------------
>>>>>>>>>>
>>>>>>>>>> 23 mbs Incid 1 wk resolv enVision@ alert
>>>>>>>>>> -NICAlert-Secur
>>>>>>>>>> [root at rtsrv1 etc]#
>>>>>>>>>>
>>>>>>>>>> [root at rtsrv1 etc]# /apps/rt/bin/rt show 39 | grep foo.com
>>>>>>>>>> foo.com blah blah... 1 line... not including in this email
>>>>>>>>>> [root at rtsrv1 etc]#
>>>>>>>>>>
>>>>>>>>>> [root at rtsrv1 etc]# /apps/rt/bin/rt show 23 | grep foo.com
>>>>>>>>>> foo.com blah blah... not including in this email
>>>>>>>>>> foo.com matching lines 66 more times... not including in this 
>>>>>>>>>> email
>>>>>>>>>> [root at rtsrv1 etc]#
>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>>> Regards;
>>>>>>>>>>> Roy
>>>>>>>>>>>
>>>>>>>>>>>
>>>>>>>>>>>
>>>>>>>>>>>
>>>>>>>>>>>
>>>>>>>>>>> Jeff Blaine wrote:
>>>>>>>>>>>> On 4/26/2010 11:50 AM, Kenneth Marshall wrote:
>>>>>>>>>>>>> Hi Jeff,
>>>>>>>>>>>>>
>>>>>>>>>>>>> There is nothing here that indicates a problem. It looks
>>>>>>>>>>>>> like an apples vs. oranges comparison by the time you include
>>>>>>>>>>>>> the actual parameters of the search from the web interface
>>>>>>>>>>>>> and the rt commandline interface and possible privilege and
>>>>>>>>>>>>> ACL differences. You can use DB query logging to figure out
>>>>>>>>>>>>
>>>>>>>>>>>> I think my original post is being misinterpreted. The 'rt'
>>>>>>>>>>>> CLI commands aren't doing a search. They're just showing
>>>>>>>>>>>> this list's readers that 'foo.com' does show up in each of
>>>>>>>>>>>> the tickets when doing a simple 'rt show<ticket>'. It's
>>>>>>>>>>>> not a comparison of "CLI search vs. web search".
>>>>>>>>>>>>
>>>>>>>>>>>>> what SQL is being used in the web search or the commandline
>>>>>>>>>>>>> rt and compare the output piece-wise to put yourself at ease.
>>>>>>>>>>>>> Maybe look at the individual components of each of the two
>>>>>>>>>>>>> tickets, as well.
>>>>>>>>>>>>
>>>>>>>>>>>> When viewing the tickets using 'Full headers" and then
>>>>>>>>>>>> "Ctrl-F" to examine every instance of 'foo.com' in each ticket
>>>>>>>>>>>> shows that both tickets have the 'foo.com' in text/html parts
>>>>>>>>>>>> (and only there).
>>>>>>>>>>>>
>>>>>>>>>>>> Ticket 23 has 67 of those parts and is returned when RT 
>>>>>>>>>>>> searching
>>>>>>>>>>>> for 'foo.com'
>>>>>>>>>>>>
>>>>>>>>>>>> Ticket 39 has 1 of those parts and is not returned when RT
>>>>>>>>>>>> searching
>>>>>>>>>>>> for 'foo.com'
>>>>>>>>>>>>
>>>>>>>>>>>> By "DB query logging" do you mean Set($StatementLog, "DEBUG");
>>>>>>>>>>>> or something?
>>>>>>>>>>>>
>>>>>>>>>>>> Thanks for the reply, Ken
>>>>>>>>>>>>
>>>>>>>>>>>> Jeff
>>>>>>>>>>>>
>>>>>>>>>>>>> Cheers,
>>>>>>>>>>>>> Ken
>>>>>>>>>>>>>
>>>>>>>>>>>>> On Mon, Apr 26, 2010 at 11:21:45AM -0400, Jeff Blaine wrote:
>>>>>>>>>>>>>> Does anyone have any suggestions for how to go about
>>>>>>>>>>>>>> figuring out what is wrong here?
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> On 4/22/2010 2:09 PM, Jeff Blaine wrote:
>>>>>>>>>>>>>>> RT 3.8.7
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> A search for 'Content matches foo.com' is returning some
>>>>>>>>>>>>>>> tickets
>>>>>>>>>>>>>>> and missing others that clearly have foo.com in the Content.
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> [root at rtsrv1 bin]# ./rt show 39 | grep foo.com | wc -l
>>>>>>>>>>>>>>>> 1
>>>>>>>>>>>>>>>> [root at rtsrv1 bin]#
>>>>>>>>>>>>>>>> [root at rtsrv1 bin]# ./rt show 23 | grep foo.com | wc -l
>>>>>>>>>>>>>>>> 67
>>>>>>>>>>>>>>>> [root at rtsrv1 bin]#
>>>>>>>>>>>>>>> 23 shows up in the web search results.
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> 39 does not.
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> Any ideas?
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly
>>>>>>>>>>>>>>> Media.
>>>>>>>>>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly
>>>>>>>>>>>>>> Media.
>>>>>>>>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>>>>>>>>
>>>>>>>>>>>>
>>>>>>>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly
>>>>>>>>>>>> Media.
>>>>>>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>
>>>>>>>>
>>>>>>>
>>>>>>
>>>>>
>>>>
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>
>


From jblaine at kickflop.net  Mon May 17 15:30:27 2010
From: jblaine at kickflop.net (Jeff Blaine)
Date: Mon, 17 May 2010 15:30:27 -0400
Subject: [rt-users] Search results anomaly
In-Reply-To: <20100517192645.GM3892@aart.is.rice.edu>
References: <4BD5C39A.4040209@kickflop.net>
	<20100426181917.GC29911@aart.is.rice.edu>
	<4BD5E2D7.3080200@kickflop.net>
	<20100426205204.GE29911@aart.is.rice.edu>
	<4BD5FD95.9080509@kickflop.net>
	<20100426210415.GF29911@aart.is.rice.edu>
	<4BD60672.6040906@kickflop.net> <4BF18F91.2020502@kickflop.net>
	<20100517190011.GL3892@aart.is.rice.edu>
	<4BF196E0.9070806@kickflop.net>
	<20100517192645.GM3892@aart.is.rice.edu>
Message-ID: <4BF19953.7010302@kickflop.net>

On 5/17/2010 3:26 PM, Kenneth Marshall wrote:
> Hi Jeff,
>
> Those are just what I would have expected. I would take one
> of the results from the second set of 77 and figure out why
> it is not matching the first query. It does look more and more
> like a collation problem. What is the collation of an attachment
> that matches one query but not the other?

Thanks for the reply.

I'll gladly provide any info I can, but you're talking over
my head re: collation.  Can you provide some more info?  I'm
not a DB person.

> Ken
>
> On Mon, May 17, 2010 at 03:20:00PM -0400, Jeff Blaine wrote:
>> Here are the transactions as logged.  FWIW, I find it curious
>> that all of these search failures for us so far are with
>> search terms that have a '.' in the term...
>>
>> LOG:  duration: 35.815 ms  statement: EXECUTE<unnamed>   [PREPARE: SELECT
>> DISTINCT main.* FROM Tickets main
>>    JOIN Transactions Transactions_1
>>      ON ( Transactions_1.ObjectId = main.id )
>>    JOIN Attachments Attachments_2
>>      ON ( Attachments_2.TransactionId = Transactions_1.id )
>> WHERE (Transactions_1.ObjectType = 'RT::Ticket')
>>         AND (main.Status != 'deleted')
>>         AND ( ( Attachments_2.Content ILIKE '%members.linode%' ) AND
>> main.Owner = '66')
>>         AND (main.Type = 'ticket')
>>         AND (main.EffectiveId = main.id)
>> ORDER BY main.id ASC ]
>>
>> LOG:  duration: 38.362 ms  statement: EXECUTE<unnamed>   [PREPARE: SELECT
>> DISTINCT main.* FROM Tickets main
>>    JOIN Transactions Transactions_1
>>      ON ( Transactions_1.ObjectId = main.id )
>>    JOIN Attachments Attachments_2
>>      ON ( Attachments_2.TransactionId = Transactions_1.id )
>> WHERE (Transactions_1.ObjectType = 'RT::Ticket')
>>         AND (main.Status != 'deleted')
>>         AND ( ( Attachments_2.Content ILIKE '%linode%' ) AND main.Owner =
>> '66')
>>         AND (main.Type = 'ticket')
>>         AND (main.EffectiveId = main.id)
>> ORDER BY main.id ASC ]
>>
>> On 5/17/2010 3:00 PM, Kenneth Marshall wrote:
>>> And what queries actually hit the database backend for these
>>> two? If it is the same SQL query, then the problem is somewhere
>>> else. If the query differs, try running the query manually to
>>> see why it is giving unexpected results. Again as others have
>>> mentioned, collation/encoding could cause these types of differences.
>>>
>>> Cheers,
>>> Ken
>>>
>>> On Mon, May 17, 2010 at 02:48:49PM -0400, Jeff Blaine wrote:
>>>> Another example of this failing:
>>>>
>>>> rt list -t ticket "Content like members.linode AND Owner = jsmith"
>>>>
>>>> 14 results
>>>>
>>>> rt list -t ticket "Content like linode AND Owner = jsmith"
>>>>
>>>> 77 results, all of which have "members.linode" in the content.
>>>>
>>>> On 4/26/2010 5:32 PM, Jeff Blaine wrote:
>>>>> On 4/26/2010 5:04 PM, Kenneth Marshall wrote:
>>>>>> I am not certain what to do. For myself, I would turn on
>>>>>> SQL statement logging within the database. Set:
>>>>>>
>>>>>> log_min_duration_statement = 0
>>>>>>
>>>>>> in your postgresql.conf for the database and run both
>>>>>> queries in RT. Then turn it back done and pick apart the
>>>>>> query results to see if the problem is a logic problem or
>>>>>> possibly an encoding issue which results in "equal" items
>>>>>> not showing as "equal". Also, it looks like you are just
>>>>>
>>>>> These were sequential in the log as a result of my simple
>>>>> "Content matches foo.com" query via the web GUI. One is
>>>>> a COUNT and the other is for getting data, apparently.
>>>>>
>>>>> I formatted them here for easier reading.
>>>>>
>>>>> LOG: duration: 101.115 ms statement: EXECUTE<unnamed>   [PREPARE:
>>>>> SELECT COUNT(DISTINCT main.id) FROM Tickets main
>>>>> JOIN Transactions Transactions_1 ON ( Transactions_1.ObjectId = main.id
>>>>> )
>>>>> JOIN Attachments Attachments_2 ON ( Attachments_2.TransactionId =
>>>>> Transactions_1.id )
>>>>> WHERE (Transactions_1.ObjectType = 'RT::Ticket')
>>>>> AND (main.Status != 'deleted')
>>>>> AND ( ( Attachments_2.Content ILIKE '%foo.com%' ) )
>>>>> AND (main.Type = 'ticket')
>>>>> AND (main.EffectiveId = main.id)
>>>>> ]
>>>>>
>>>>> LOG: duration: 105.350 ms statement: EXECUTE<unnamed>   [PREPARE:
>>>>> SELECT DISTINCT main.* FROM Tickets main
>>>>> JOIN Transactions Transactions_1 ON ( Transactions_1.ObjectId = main.id
>>>>> )
>>>>> JOIN Attachments Attachments_2 ON ( Attachments_2.TransactionId =
>>>>> Transactions_1.id )
>>>>> WHERE (Transactions_1.ObjectType = 'RT::Ticket')
>>>>> AND (main.Status != 'deleted')
>>>>> AND ( ( Attachments_2.Content ILIKE '%foo.com%' ) )
>>>>> AND (main.Type = 'ticket')
>>>>> AND (main.EffectiveId = main.id)
>>>>> ORDER BY main.id ASC LIMIT 50
>>>>> ]
>>>>>
>>>>> What "both queries" are you referring to? The RT CLI and the
>>>>> RT web GUI both fail the same way with my 1 test query. I'm
>>>>> confused by what you mean there.
>>>>>
>>>>> Thanks for the ideas, Ken
>>>>>
>>>>>> starting with such a low ticket number, but if you plan
>>>>>> on using full content searches for any large-ish amount
>>>>>> of data you should really plan on using the full-text index
>>>>>> support for PostgreSQL/RT that is described in the wiki.
>>>>>> Speaking as one whose database was brought to its knees by
>>>>>> some creative data mining. :)
>>>>>>
>>>>>> Good luck and let us know what you find to be the cause.
>>>>>> Regards,
>>>>>>
>>>>>> Ken
>>>>>>
>>>>>>
>>>>>> On Mon, Apr 26, 2010 at 04:54:45PM -0400, Jeff Blaine wrote:
>>>>>>> On 4/26/2010 4:52 PM, Kenneth Marshall wrote:
>>>>>>>> Jeff,
>>>>>>>>
>>>>>>>> Are you using the Full-text index support from the wiki?
>>>>>>>
>>>>>>> Nope.
>>>>>>>
>>>>>>> Just RT 3.8.7 + RTFM 2.4.2. No add-ons/tweaks from the wiki.
>>>>>>>
>>>>>>>> There were some index bugs that may require you to re-index
>>>>>>>> to fix, specifically some rows were not reported correctly
>>>>>>>> as valid matches. I believe that the PostgreSQL release
>>>>>>>> notes mentioned that need. Maybe that is your problem. We
>>>>>>>> are using RT-3.8.5 and PostgreSQL 8.4.2 here with the full-text
>>>>>>>> support without an issue.
>>>>>>>>
>>>>>>>> Regards,
>>>>>>>> Ken
>>>>>>>>
>>>>>>>>
>>>>>>>> On Mon, Apr 26, 2010 at 03:00:39PM -0400, Jeff Blaine wrote:
>>>>>>>>> On 4/26/2010 2:19 PM, Kenneth Marshall wrote:
>>>>>>>>>> Well, that knocks out the ACL issue. Do you think that your
>>>>>>>>>> Mason cache is confused? Maybe stop RT, clear the cache, and
>>>>>>>>>> restart RT to see if that helps. What DB backend are you using
>>>>>>>>>> and which version of RT are you running?
>>>>>>>>>
>>>>>>>>> RT 3.8.7
>>>>>>>>> PostgreSQL as it comes with RHELv5 + updates from yum
>>>>>>>>>
>>>>>>>>> Clearing the Mason cache didn't help :|
>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>> Cheers,
>>>>>>>>>> Ken
>>>>>>>>>>
>>>>>>>>>> On Mon, Apr 26, 2010 at 12:47:22PM -0400, Jeff Blaine wrote:
>>>>>>>>>>> On 4/26/2010 12:29 PM, Raed El-Hames wrote:
>>>>>>>>>>>> Jeff;
>>>>>>>>>>>>
>>>>>>>>>>>> Does your CLI user have permissions on the queue that ticket 39
>>>>>>>>>>>> is
>>>>>>>>>>>> in??
>>>>>>>>>>>> login to the web interface with the same cli user and see if you
>>>>>>>>>>>> can
>>>>>>>>>>>> view the ticket.
>>>>>>>>>>>
>>>>>>>>>>> Yes, it does.
>>>>>>>>>>>
>>>>>>>>>>> Again, however, this is not really a report about an anomaly in
>>>>>>>>>>> the RT CLI.
>>>>>>>>>>>
>>>>>>>>>>> The incorrect search results are returned via a web GUI search
>>>>>>>>>>> of "Content matches foo.com"
>>>>>>>>>>>
>>>>>>>>>>> Here, maybe this makes it more clear, showing the same problem
>>>>>>>>>>> when using the RT CLI:
>>>>>>>>>>>
>>>>>>>>>>> [root at rtsrv1 etc]# /apps/rt/bin/rt list "Content like foo.com"
>>>>>>>>>>> Query:Content like 'foo.com'
>>>>>>>>>>> Ticket Owner Queue Age Told Status Requestor Subject
>>>>>>>>>>> --------------------------------------------------------------------------------
>>>>>>>>>>>
>>>>>>>>>>> 23 mbs Incid 1 wk resolv enVision@ alert
>>>>>>>>>>> -NICAlert-Secur
>>>>>>>>>>> [root at rtsrv1 etc]#
>>>>>>>>>>>
>>>>>>>>>>> [root at rtsrv1 etc]# /apps/rt/bin/rt show 39 | grep foo.com
>>>>>>>>>>> foo.com blah blah... 1 line... not including in this email
>>>>>>>>>>> [root at rtsrv1 etc]#
>>>>>>>>>>>
>>>>>>>>>>> [root at rtsrv1 etc]# /apps/rt/bin/rt show 23 | grep foo.com
>>>>>>>>>>> foo.com blah blah... not including in this email
>>>>>>>>>>> foo.com matching lines 66 more times... not including in this
>>>>>>>>>>> email
>>>>>>>>>>> [root at rtsrv1 etc]#
>>>>>>>>>>>
>>>>>>>>>>>
>>>>>>>>>>>
>>>>>>>>>>>> Regards;
>>>>>>>>>>>> Roy
>>>>>>>>>>>>
>>>>>>>>>>>>
>>>>>>>>>>>>
>>>>>>>>>>>>
>>>>>>>>>>>>
>>>>>>>>>>>> Jeff Blaine wrote:
>>>>>>>>>>>>> On 4/26/2010 11:50 AM, Kenneth Marshall wrote:
>>>>>>>>>>>>>> Hi Jeff,
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> There is nothing here that indicates a problem. It looks
>>>>>>>>>>>>>> like an apples vs. oranges comparison by the time you include
>>>>>>>>>>>>>> the actual parameters of the search from the web interface
>>>>>>>>>>>>>> and the rt commandline interface and possible privilege and
>>>>>>>>>>>>>> ACL differences. You can use DB query logging to figure out
>>>>>>>>>>>>>
>>>>>>>>>>>>> I think my original post is being misinterpreted. The 'rt'
>>>>>>>>>>>>> CLI commands aren't doing a search. They're just showing
>>>>>>>>>>>>> this list's readers that 'foo.com' does show up in each of
>>>>>>>>>>>>> the tickets when doing a simple 'rt show<ticket>'. It's
>>>>>>>>>>>>> not a comparison of "CLI search vs. web search".
>>>>>>>>>>>>>
>>>>>>>>>>>>>> what SQL is being used in the web search or the commandline
>>>>>>>>>>>>>> rt and compare the output piece-wise to put yourself at ease.
>>>>>>>>>>>>>> Maybe look at the individual components of each of the two
>>>>>>>>>>>>>> tickets, as well.
>>>>>>>>>>>>>
>>>>>>>>>>>>> When viewing the tickets using 'Full headers" and then
>>>>>>>>>>>>> "Ctrl-F" to examine every instance of 'foo.com' in each ticket
>>>>>>>>>>>>> shows that both tickets have the 'foo.com' in text/html parts
>>>>>>>>>>>>> (and only there).
>>>>>>>>>>>>>
>>>>>>>>>>>>> Ticket 23 has 67 of those parts and is returned when RT
>>>>>>>>>>>>> searching
>>>>>>>>>>>>> for 'foo.com'
>>>>>>>>>>>>>
>>>>>>>>>>>>> Ticket 39 has 1 of those parts and is not returned when RT
>>>>>>>>>>>>> searching
>>>>>>>>>>>>> for 'foo.com'
>>>>>>>>>>>>>
>>>>>>>>>>>>> By "DB query logging" do you mean Set($StatementLog, "DEBUG");
>>>>>>>>>>>>> or something?
>>>>>>>>>>>>>
>>>>>>>>>>>>> Thanks for the reply, Ken
>>>>>>>>>>>>>
>>>>>>>>>>>>> Jeff
>>>>>>>>>>>>>
>>>>>>>>>>>>>> Cheers,
>>>>>>>>>>>>>> Ken
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> On Mon, Apr 26, 2010 at 11:21:45AM -0400, Jeff Blaine wrote:
>>>>>>>>>>>>>>> Does anyone have any suggestions for how to go about
>>>>>>>>>>>>>>> figuring out what is wrong here?
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> On 4/22/2010 2:09 PM, Jeff Blaine wrote:
>>>>>>>>>>>>>>>> RT 3.8.7
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> A search for 'Content matches foo.com' is returning some
>>>>>>>>>>>>>>>> tickets
>>>>>>>>>>>>>>>> and missing others that clearly have foo.com in the Content.
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>> [root at rtsrv1 bin]# ./rt show 39 | grep foo.com | wc -l
>>>>>>>>>>>>>>>>> 1
>>>>>>>>>>>>>>>>> [root at rtsrv1 bin]#
>>>>>>>>>>>>>>>>> [root at rtsrv1 bin]# ./rt show 23 | grep foo.com | wc -l
>>>>>>>>>>>>>>>>> 67
>>>>>>>>>>>>>>>>> [root at rtsrv1 bin]#
>>>>>>>>>>>>>>>> 23 shows up in the web search results.
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> 39 does not.
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> Any ideas?
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly
>>>>>>>>>>>>>>>> Media.
>>>>>>>>>>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly
>>>>>>>>>>>>>>> Media.
>>>>>>>>>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>
>>>>>>>>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly
>>>>>>>>>>>>> Media.
>>>>>>>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>>>>>>
>>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>
>>>>>>>>
>>>>>>>
>>>>>>
>>>>>
>>>>> 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 borngunners at aol.com  Mon May 17 15:31:49 2010
From: borngunners at aol.com (borngunners at aol.com)
Date: Mon, 17 May 2010 15:31:49 -0400 (EDT)
Subject: [rt-users] Trying to install mod_perl
Message-ID: <8CCC40EBAE7148C-E04-157D@webmail-m097.sysops.aol.com>


After couple of apache2 fail, I am trying to install mod_perl in cpan and I got the following error messages:

 cpan[1]> install mod_perl
CPAN: Storable loaded ok (v2.18)
Going to read '/root/.cpan/Metadata'
  Database was generated on Mon, 17 May 2010 14:28:57 GMT
CPAN: YAML loaded ok (v0.71)
Going to read 125 yaml files from /root/.cpan/build/
CPAN: Time::HiRes loaded ok (v1.9711)
DONE
Restored the state of none (in 2.8972 secs)
Running install for module 'mod_perl'
Running make for G/GO/GOZER/mod_perl-1.31.tar.gz
  Has already been unwrapped into directory /root/.cpan/build/mod_perl-1.31-OqZLsX
  '/usr/bin/perl Makefile.PL INSTALLDIRS=site' returned status 2, won't make
Running make test
  Make had some problems, won't test
Running make install
  Make had some problems, won't install



Please help me resolve this issue. What do I need to do and where is apache2 source directory located?



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From ktm at rice.edu  Mon May 17 15:50:48 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Mon, 17 May 2010 14:50:48 -0500
Subject: [rt-users] Search results anomaly
In-Reply-To: <4BF19953.7010302@kickflop.net>
References: <4BD5E2D7.3080200@kickflop.net>
	<20100426205204.GE29911@aart.is.rice.edu>
	<4BD5FD95.9080509@kickflop.net>
	<20100426210415.GF29911@aart.is.rice.edu>
	<4BD60672.6040906@kickflop.net> <4BF18F91.2020502@kickflop.net>
	<20100517190011.GL3892@aart.is.rice.edu>
	<4BF196E0.9070806@kickflop.net>
	<20100517192645.GM3892@aart.is.rice.edu>
	<4BF19953.7010302@kickflop.net>
Message-ID: <20100517195048.GN3892@aart.is.rice.edu>

Hi Jeff,

Here is a link to some PostgreSQL documentation on setting
locales:

http://www.postgresql.org/docs/8.4/static/locale.html

A crude example could be a locale that "sorted" a-i the
same and o-z the same, and nothing for h. Then the following

ahb
bha

would be equivalent to:

ab
ba

Or you could have a set of chars where the upper case
for one letter (c) did not exist. Then you could not match

upper(abc)

using lower(upper(abc)) == abc since it would produce
ab == abc and fail. I think that you may be seeing something
like that with your dot character.

Regards,
Ken

On Mon, May 17, 2010 at 03:30:27PM -0400, Jeff Blaine wrote:
> On 5/17/2010 3:26 PM, Kenneth Marshall wrote:
>> Hi Jeff,
>>
>> Those are just what I would have expected. I would take one
>> of the results from the second set of 77 and figure out why
>> it is not matching the first query. It does look more and more
>> like a collation problem. What is the collation of an attachment
>> that matches one query but not the other?
>
> Thanks for the reply.
>
> I'll gladly provide any info I can, but you're talking over
> my head re: collation.  Can you provide some more info?  I'm
> not a DB person.
>
>> Ken
>>
>> On Mon, May 17, 2010 at 03:20:00PM -0400, Jeff Blaine wrote:
>>> Here are the transactions as logged.  FWIW, I find it curious
>>> that all of these search failures for us so far are with
>>> search terms that have a '.' in the term...
>>>
>>> LOG:  duration: 35.815 ms  statement: EXECUTE<unnamed>   [PREPARE: SELECT
>>> DISTINCT main.* FROM Tickets main
>>>    JOIN Transactions Transactions_1
>>>      ON ( Transactions_1.ObjectId = main.id )
>>>    JOIN Attachments Attachments_2
>>>      ON ( Attachments_2.TransactionId = Transactions_1.id )
>>> WHERE (Transactions_1.ObjectType = 'RT::Ticket')
>>>         AND (main.Status != 'deleted')
>>>         AND ( ( Attachments_2.Content ILIKE '%members.linode%' ) AND
>>> main.Owner = '66')
>>>         AND (main.Type = 'ticket')
>>>         AND (main.EffectiveId = main.id)
>>> ORDER BY main.id ASC ]
>>>
>>> LOG:  duration: 38.362 ms  statement: EXECUTE<unnamed>   [PREPARE: SELECT
>>> DISTINCT main.* FROM Tickets main
>>>    JOIN Transactions Transactions_1
>>>      ON ( Transactions_1.ObjectId = main.id )
>>>    JOIN Attachments Attachments_2
>>>      ON ( Attachments_2.TransactionId = Transactions_1.id )
>>> WHERE (Transactions_1.ObjectType = 'RT::Ticket')
>>>         AND (main.Status != 'deleted')
>>>         AND ( ( Attachments_2.Content ILIKE '%linode%' ) AND main.Owner =
>>> '66')
>>>         AND (main.Type = 'ticket')
>>>         AND (main.EffectiveId = main.id)
>>> ORDER BY main.id ASC ]
>>>
>>> On 5/17/2010 3:00 PM, Kenneth Marshall wrote:
>>>> And what queries actually hit the database backend for these
>>>> two? If it is the same SQL query, then the problem is somewhere
>>>> else. If the query differs, try running the query manually to
>>>> see why it is giving unexpected results. Again as others have
>>>> mentioned, collation/encoding could cause these types of differences.
>>>>
>>>> Cheers,
>>>> Ken
>>>>
>>>> On Mon, May 17, 2010 at 02:48:49PM -0400, Jeff Blaine wrote:
>>>>> Another example of this failing:
>>>>>
>>>>> rt list -t ticket "Content like members.linode AND Owner = jsmith"
>>>>>
>>>>> 14 results
>>>>>
>>>>> rt list -t ticket "Content like linode AND Owner = jsmith"
>>>>>
>>>>> 77 results, all of which have "members.linode" in the content.
>>>>>
>>>>> On 4/26/2010 5:32 PM, Jeff Blaine wrote:
>>>>>> On 4/26/2010 5:04 PM, Kenneth Marshall wrote:
>>>>>>> I am not certain what to do. For myself, I would turn on
>>>>>>> SQL statement logging within the database. Set:
>>>>>>>
>>>>>>> log_min_duration_statement = 0
>>>>>>>
>>>>>>> in your postgresql.conf for the database and run both
>>>>>>> queries in RT. Then turn it back done and pick apart the
>>>>>>> query results to see if the problem is a logic problem or
>>>>>>> possibly an encoding issue which results in "equal" items
>>>>>>> not showing as "equal". Also, it looks like you are just
>>>>>>
>>>>>> These were sequential in the log as a result of my simple
>>>>>> "Content matches foo.com" query via the web GUI. One is
>>>>>> a COUNT and the other is for getting data, apparently.
>>>>>>
>>>>>> I formatted them here for easier reading.
>>>>>>
>>>>>> LOG: duration: 101.115 ms statement: EXECUTE<unnamed>   [PREPARE:
>>>>>> SELECT COUNT(DISTINCT main.id) FROM Tickets main
>>>>>> JOIN Transactions Transactions_1 ON ( Transactions_1.ObjectId = 
>>>>>> main.id
>>>>>> )
>>>>>> JOIN Attachments Attachments_2 ON ( Attachments_2.TransactionId =
>>>>>> Transactions_1.id )
>>>>>> WHERE (Transactions_1.ObjectType = 'RT::Ticket')
>>>>>> AND (main.Status != 'deleted')
>>>>>> AND ( ( Attachments_2.Content ILIKE '%foo.com%' ) )
>>>>>> AND (main.Type = 'ticket')
>>>>>> AND (main.EffectiveId = main.id)
>>>>>> ]
>>>>>>
>>>>>> LOG: duration: 105.350 ms statement: EXECUTE<unnamed>   [PREPARE:
>>>>>> SELECT DISTINCT main.* FROM Tickets main
>>>>>> JOIN Transactions Transactions_1 ON ( Transactions_1.ObjectId = 
>>>>>> main.id
>>>>>> )
>>>>>> JOIN Attachments Attachments_2 ON ( Attachments_2.TransactionId =
>>>>>> Transactions_1.id )
>>>>>> WHERE (Transactions_1.ObjectType = 'RT::Ticket')
>>>>>> AND (main.Status != 'deleted')
>>>>>> AND ( ( Attachments_2.Content ILIKE '%foo.com%' ) )
>>>>>> AND (main.Type = 'ticket')
>>>>>> AND (main.EffectiveId = main.id)
>>>>>> ORDER BY main.id ASC LIMIT 50
>>>>>> ]
>>>>>>
>>>>>> What "both queries" are you referring to? The RT CLI and the
>>>>>> RT web GUI both fail the same way with my 1 test query. I'm
>>>>>> confused by what you mean there.
>>>>>>
>>>>>> Thanks for the ideas, Ken
>>>>>>
>>>>>>> starting with such a low ticket number, but if you plan
>>>>>>> on using full content searches for any large-ish amount
>>>>>>> of data you should really plan on using the full-text index
>>>>>>> support for PostgreSQL/RT that is described in the wiki.
>>>>>>> Speaking as one whose database was brought to its knees by
>>>>>>> some creative data mining. :)
>>>>>>>
>>>>>>> Good luck and let us know what you find to be the cause.
>>>>>>> Regards,
>>>>>>>
>>>>>>> Ken
>>>>>>>
>>>>>>>
>>>>>>> On Mon, Apr 26, 2010 at 04:54:45PM -0400, Jeff Blaine wrote:
>>>>>>>> On 4/26/2010 4:52 PM, Kenneth Marshall wrote:
>>>>>>>>> Jeff,
>>>>>>>>>
>>>>>>>>> Are you using the Full-text index support from the wiki?
>>>>>>>>
>>>>>>>> Nope.
>>>>>>>>
>>>>>>>> Just RT 3.8.7 + RTFM 2.4.2. No add-ons/tweaks from the wiki.
>>>>>>>>
>>>>>>>>> There were some index bugs that may require you to re-index
>>>>>>>>> to fix, specifically some rows were not reported correctly
>>>>>>>>> as valid matches. I believe that the PostgreSQL release
>>>>>>>>> notes mentioned that need. Maybe that is your problem. We
>>>>>>>>> are using RT-3.8.5 and PostgreSQL 8.4.2 here with the full-text
>>>>>>>>> support without an issue.
>>>>>>>>>
>>>>>>>>> Regards,
>>>>>>>>> Ken
>>>>>>>>>
>>>>>>>>>
>>>>>>>>> On Mon, Apr 26, 2010 at 03:00:39PM -0400, Jeff Blaine wrote:
>>>>>>>>>> On 4/26/2010 2:19 PM, Kenneth Marshall wrote:
>>>>>>>>>>> Well, that knocks out the ACL issue. Do you think that your
>>>>>>>>>>> Mason cache is confused? Maybe stop RT, clear the cache, and
>>>>>>>>>>> restart RT to see if that helps. What DB backend are you using
>>>>>>>>>>> and which version of RT are you running?
>>>>>>>>>>
>>>>>>>>>> RT 3.8.7
>>>>>>>>>> PostgreSQL as it comes with RHELv5 + updates from yum
>>>>>>>>>>
>>>>>>>>>> Clearing the Mason cache didn't help :|
>>>>>>>>>>
>>>>>>>>>>>
>>>>>>>>>>> Cheers,
>>>>>>>>>>> Ken
>>>>>>>>>>>
>>>>>>>>>>> On Mon, Apr 26, 2010 at 12:47:22PM -0400, Jeff Blaine wrote:
>>>>>>>>>>>> On 4/26/2010 12:29 PM, Raed El-Hames wrote:
>>>>>>>>>>>>> Jeff;
>>>>>>>>>>>>>
>>>>>>>>>>>>> Does your CLI user have permissions on the queue that ticket 39
>>>>>>>>>>>>> is
>>>>>>>>>>>>> in??
>>>>>>>>>>>>> login to the web interface with the same cli user and see if 
>>>>>>>>>>>>> you
>>>>>>>>>>>>> can
>>>>>>>>>>>>> view the ticket.
>>>>>>>>>>>>
>>>>>>>>>>>> Yes, it does.
>>>>>>>>>>>>
>>>>>>>>>>>> Again, however, this is not really a report about an anomaly in
>>>>>>>>>>>> the RT CLI.
>>>>>>>>>>>>
>>>>>>>>>>>> The incorrect search results are returned via a web GUI search
>>>>>>>>>>>> of "Content matches foo.com"
>>>>>>>>>>>>
>>>>>>>>>>>> Here, maybe this makes it more clear, showing the same problem
>>>>>>>>>>>> when using the RT CLI:
>>>>>>>>>>>>
>>>>>>>>>>>> [root at rtsrv1 etc]# /apps/rt/bin/rt list "Content like foo.com"
>>>>>>>>>>>> Query:Content like 'foo.com'
>>>>>>>>>>>> Ticket Owner Queue Age Told Status Requestor Subject
>>>>>>>>>>>> --------------------------------------------------------------------------------
>>>>>>>>>>>>
>>>>>>>>>>>> 23 mbs Incid 1 wk resolv enVision@ alert
>>>>>>>>>>>> -NICAlert-Secur
>>>>>>>>>>>> [root at rtsrv1 etc]#
>>>>>>>>>>>>
>>>>>>>>>>>> [root at rtsrv1 etc]# /apps/rt/bin/rt show 39 | grep foo.com
>>>>>>>>>>>> foo.com blah blah... 1 line... not including in this email
>>>>>>>>>>>> [root at rtsrv1 etc]#
>>>>>>>>>>>>
>>>>>>>>>>>> [root at rtsrv1 etc]# /apps/rt/bin/rt show 23 | grep foo.com
>>>>>>>>>>>> foo.com blah blah... not including in this email
>>>>>>>>>>>> foo.com matching lines 66 more times... not including in this
>>>>>>>>>>>> email
>>>>>>>>>>>> [root at rtsrv1 etc]#
>>>>>>>>>>>>
>>>>>>>>>>>>
>>>>>>>>>>>>
>>>>>>>>>>>>> Regards;
>>>>>>>>>>>>> Roy
>>>>>>>>>>>>>
>>>>>>>>>>>>>
>>>>>>>>>>>>>
>>>>>>>>>>>>>
>>>>>>>>>>>>>
>>>>>>>>>>>>> Jeff Blaine wrote:
>>>>>>>>>>>>>> On 4/26/2010 11:50 AM, Kenneth Marshall wrote:
>>>>>>>>>>>>>>> Hi Jeff,
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> There is nothing here that indicates a problem. It looks
>>>>>>>>>>>>>>> like an apples vs. oranges comparison by the time you include
>>>>>>>>>>>>>>> the actual parameters of the search from the web interface
>>>>>>>>>>>>>>> and the rt commandline interface and possible privilege and
>>>>>>>>>>>>>>> ACL differences. You can use DB query logging to figure out
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> I think my original post is being misinterpreted. The 'rt'
>>>>>>>>>>>>>> CLI commands aren't doing a search. They're just showing
>>>>>>>>>>>>>> this list's readers that 'foo.com' does show up in each of
>>>>>>>>>>>>>> the tickets when doing a simple 'rt show<ticket>'. It's
>>>>>>>>>>>>>> not a comparison of "CLI search vs. web search".
>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> what SQL is being used in the web search or the commandline
>>>>>>>>>>>>>>> rt and compare the output piece-wise to put yourself at ease.
>>>>>>>>>>>>>>> Maybe look at the individual components of each of the two
>>>>>>>>>>>>>>> tickets, as well.
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> When viewing the tickets using 'Full headers" and then
>>>>>>>>>>>>>> "Ctrl-F" to examine every instance of 'foo.com' in each ticket
>>>>>>>>>>>>>> shows that both tickets have the 'foo.com' in text/html parts
>>>>>>>>>>>>>> (and only there).
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> Ticket 23 has 67 of those parts and is returned when RT
>>>>>>>>>>>>>> searching
>>>>>>>>>>>>>> for 'foo.com'
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> Ticket 39 has 1 of those parts and is not returned when RT
>>>>>>>>>>>>>> searching
>>>>>>>>>>>>>> for 'foo.com'
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> By "DB query logging" do you mean Set($StatementLog, "DEBUG");
>>>>>>>>>>>>>> or something?
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> Thanks for the reply, Ken
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> Jeff
>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> Cheers,
>>>>>>>>>>>>>>> Ken
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> On Mon, Apr 26, 2010 at 11:21:45AM -0400, Jeff Blaine wrote:
>>>>>>>>>>>>>>>> Does anyone have any suggestions for how to go about
>>>>>>>>>>>>>>>> figuring out what is wrong here?
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> On 4/22/2010 2:09 PM, Jeff Blaine wrote:
>>>>>>>>>>>>>>>>> RT 3.8.7
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>> A search for 'Content matches foo.com' is returning some
>>>>>>>>>>>>>>>>> tickets
>>>>>>>>>>>>>>>>> and missing others that clearly have foo.com in the 
>>>>>>>>>>>>>>>>> Content.
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>> [root at rtsrv1 bin]# ./rt show 39 | grep foo.com | wc -l
>>>>>>>>>>>>>>>>>> 1
>>>>>>>>>>>>>>>>>> [root at rtsrv1 bin]#
>>>>>>>>>>>>>>>>>> [root at rtsrv1 bin]# ./rt show 23 | grep foo.com | wc -l
>>>>>>>>>>>>>>>>>> 67
>>>>>>>>>>>>>>>>>> [root at rtsrv1 bin]#
>>>>>>>>>>>>>>>>> 23 shows up in the web search results.
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>> 39 does not.
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>> Any ideas?
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>> Discover RT's hidden secrets with RT Essentials from 
>>>>>>>>>>>>>>>>> O'Reilly
>>>>>>>>>>>>>>>>> Media.
>>>>>>>>>>>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> Discover RT's hidden secrets with RT Essentials from 
>>>>>>>>>>>>>>>> O'Reilly
>>>>>>>>>>>>>>>> Media.
>>>>>>>>>>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly
>>>>>>>>>>>>>> Media.
>>>>>>>>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>>>>>>>
>>>>>>>>>>>>
>>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>
>>>>>>>>
>>>>>>>
>>>>>>
>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>
>>>>>
>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>
>>>>
>>>
>>
>


From jblaine at kickflop.net  Mon May 17 16:07:01 2010
From: jblaine at kickflop.net (Jeff Blaine)
Date: Mon, 17 May 2010 16:07:01 -0400
Subject: [rt-users] Search results anomaly
In-Reply-To: <20100517195048.GN3892@aart.is.rice.edu>
References: <4BD5E2D7.3080200@kickflop.net>
	<20100426205204.GE29911@aart.is.rice.edu>
	<4BD5FD95.9080509@kickflop.net>
	<20100426210415.GF29911@aart.is.rice.edu>
	<4BD60672.6040906@kickflop.net> <4BF18F91.2020502@kickflop.net>
	<20100517190011.GL3892@aart.is.rice.edu>
	<4BF196E0.9070806@kickflop.net>
	<20100517192645.GM3892@aart.is.rice.edu>
	<4BF19953.7010302@kickflop.net>
	<20100517195048.GN3892@aart.is.rice.edu>
Message-ID: <4BF1A1E5.1060102@kickflop.net>

On 5/17/2010 3:50 PM, Kenneth Marshall wrote:
> Hi Jeff,
>
> Here is a link to some PostgreSQL documentation on setting
> locales:
>
> http://www.postgresql.org/docs/8.4/static/locale.html
>
> A crude example could be a locale that "sorted" a-i the
> same and o-z the same, and nothing for h. Then the following
>
> ahb
> bha
>
> would be equivalent to:
>
> ab
> ba
>
> Or you could have a set of chars where the upper case
> for one letter (c) did not exist. Then you could not match
>
> upper(abc)
>
> using lower(upper(abc)) == abc since it would produce
> ab == abc and fail. I think that you may be seeing something
> like that with your dot character.

Thanks for the link.

Everything everywhere on this box is en_US.UTF-8 (and
has never been otherwise), include lc_* as reported by
'SHOW ALL;' for the rt3 database.

I'll examine specific tickets and report back.

> Regards,
> Ken
>
> On Mon, May 17, 2010 at 03:30:27PM -0400, Jeff Blaine wrote:
>> On 5/17/2010 3:26 PM, Kenneth Marshall wrote:
>>> Hi Jeff,
>>>
>>> Those are just what I would have expected. I would take one
>>> of the results from the second set of 77 and figure out why
>>> it is not matching the first query. It does look more and more
>>> like a collation problem. What is the collation of an attachment
>>> that matches one query but not the other?
>>
>> Thanks for the reply.
>>
>> I'll gladly provide any info I can, but you're talking over
>> my head re: collation.  Can you provide some more info?  I'm
>> not a DB person.
>>
>>> Ken
>>>
>>> On Mon, May 17, 2010 at 03:20:00PM -0400, Jeff Blaine wrote:
>>>> Here are the transactions as logged.  FWIW, I find it curious
>>>> that all of these search failures for us so far are with
>>>> search terms that have a '.' in the term...
>>>>
>>>> LOG:  duration: 35.815 ms  statement: EXECUTE<unnamed>    [PREPARE: SELECT
>>>> DISTINCT main.* FROM Tickets main
>>>>     JOIN Transactions Transactions_1
>>>>       ON ( Transactions_1.ObjectId = main.id )
>>>>     JOIN Attachments Attachments_2
>>>>       ON ( Attachments_2.TransactionId = Transactions_1.id )
>>>> WHERE (Transactions_1.ObjectType = 'RT::Ticket')
>>>>          AND (main.Status != 'deleted')
>>>>          AND ( ( Attachments_2.Content ILIKE '%members.linode%' ) AND
>>>> main.Owner = '66')
>>>>          AND (main.Type = 'ticket')
>>>>          AND (main.EffectiveId = main.id)
>>>> ORDER BY main.id ASC ]
>>>>
>>>> LOG:  duration: 38.362 ms  statement: EXECUTE<unnamed>    [PREPARE: SELECT
>>>> DISTINCT main.* FROM Tickets main
>>>>     JOIN Transactions Transactions_1
>>>>       ON ( Transactions_1.ObjectId = main.id )
>>>>     JOIN Attachments Attachments_2
>>>>       ON ( Attachments_2.TransactionId = Transactions_1.id )
>>>> WHERE (Transactions_1.ObjectType = 'RT::Ticket')
>>>>          AND (main.Status != 'deleted')
>>>>          AND ( ( Attachments_2.Content ILIKE '%linode%' ) AND main.Owner =
>>>> '66')
>>>>          AND (main.Type = 'ticket')
>>>>          AND (main.EffectiveId = main.id)
>>>> ORDER BY main.id ASC ]
>>>>
>>>> On 5/17/2010 3:00 PM, Kenneth Marshall wrote:
>>>>> And what queries actually hit the database backend for these
>>>>> two? If it is the same SQL query, then the problem is somewhere
>>>>> else. If the query differs, try running the query manually to
>>>>> see why it is giving unexpected results. Again as others have
>>>>> mentioned, collation/encoding could cause these types of differences.
>>>>>
>>>>> Cheers,
>>>>> Ken
>>>>>
>>>>> On Mon, May 17, 2010 at 02:48:49PM -0400, Jeff Blaine wrote:
>>>>>> Another example of this failing:
>>>>>>
>>>>>> rt list -t ticket "Content like members.linode AND Owner = jsmith"
>>>>>>
>>>>>> 14 results
>>>>>>
>>>>>> rt list -t ticket "Content like linode AND Owner = jsmith"
>>>>>>
>>>>>> 77 results, all of which have "members.linode" in the content.
>>>>>>
>>>>>> On 4/26/2010 5:32 PM, Jeff Blaine wrote:
>>>>>>> On 4/26/2010 5:04 PM, Kenneth Marshall wrote:
>>>>>>>> I am not certain what to do. For myself, I would turn on
>>>>>>>> SQL statement logging within the database. Set:
>>>>>>>>
>>>>>>>> log_min_duration_statement = 0
>>>>>>>>
>>>>>>>> in your postgresql.conf for the database and run both
>>>>>>>> queries in RT. Then turn it back done and pick apart the
>>>>>>>> query results to see if the problem is a logic problem or
>>>>>>>> possibly an encoding issue which results in "equal" items
>>>>>>>> not showing as "equal". Also, it looks like you are just
>>>>>>>
>>>>>>> These were sequential in the log as a result of my simple
>>>>>>> "Content matches foo.com" query via the web GUI. One is
>>>>>>> a COUNT and the other is for getting data, apparently.
>>>>>>>
>>>>>>> I formatted them here for easier reading.
>>>>>>>
>>>>>>> LOG: duration: 101.115 ms statement: EXECUTE<unnamed>    [PREPARE:
>>>>>>> SELECT COUNT(DISTINCT main.id) FROM Tickets main
>>>>>>> JOIN Transactions Transactions_1 ON ( Transactions_1.ObjectId =
>>>>>>> main.id
>>>>>>> )
>>>>>>> JOIN Attachments Attachments_2 ON ( Attachments_2.TransactionId =
>>>>>>> Transactions_1.id )
>>>>>>> WHERE (Transactions_1.ObjectType = 'RT::Ticket')
>>>>>>> AND (main.Status != 'deleted')
>>>>>>> AND ( ( Attachments_2.Content ILIKE '%foo.com%' ) )
>>>>>>> AND (main.Type = 'ticket')
>>>>>>> AND (main.EffectiveId = main.id)
>>>>>>> ]
>>>>>>>
>>>>>>> LOG: duration: 105.350 ms statement: EXECUTE<unnamed>    [PREPARE:
>>>>>>> SELECT DISTINCT main.* FROM Tickets main
>>>>>>> JOIN Transactions Transactions_1 ON ( Transactions_1.ObjectId =
>>>>>>> main.id
>>>>>>> )
>>>>>>> JOIN Attachments Attachments_2 ON ( Attachments_2.TransactionId =
>>>>>>> Transactions_1.id )
>>>>>>> WHERE (Transactions_1.ObjectType = 'RT::Ticket')
>>>>>>> AND (main.Status != 'deleted')
>>>>>>> AND ( ( Attachments_2.Content ILIKE '%foo.com%' ) )
>>>>>>> AND (main.Type = 'ticket')
>>>>>>> AND (main.EffectiveId = main.id)
>>>>>>> ORDER BY main.id ASC LIMIT 50
>>>>>>> ]
>>>>>>>
>>>>>>> What "both queries" are you referring to? The RT CLI and the
>>>>>>> RT web GUI both fail the same way with my 1 test query. I'm
>>>>>>> confused by what you mean there.
>>>>>>>
>>>>>>> Thanks for the ideas, Ken
>>>>>>>
>>>>>>>> starting with such a low ticket number, but if you plan
>>>>>>>> on using full content searches for any large-ish amount
>>>>>>>> of data you should really plan on using the full-text index
>>>>>>>> support for PostgreSQL/RT that is described in the wiki.
>>>>>>>> Speaking as one whose database was brought to its knees by
>>>>>>>> some creative data mining. :)
>>>>>>>>
>>>>>>>> Good luck and let us know what you find to be the cause.
>>>>>>>> Regards,
>>>>>>>>
>>>>>>>> Ken
>>>>>>>>
>>>>>>>>
>>>>>>>> On Mon, Apr 26, 2010 at 04:54:45PM -0400, Jeff Blaine wrote:
>>>>>>>>> On 4/26/2010 4:52 PM, Kenneth Marshall wrote:
>>>>>>>>>> Jeff,
>>>>>>>>>>
>>>>>>>>>> Are you using the Full-text index support from the wiki?
>>>>>>>>>
>>>>>>>>> Nope.
>>>>>>>>>
>>>>>>>>> Just RT 3.8.7 + RTFM 2.4.2. No add-ons/tweaks from the wiki.
>>>>>>>>>
>>>>>>>>>> There were some index bugs that may require you to re-index
>>>>>>>>>> to fix, specifically some rows were not reported correctly
>>>>>>>>>> as valid matches. I believe that the PostgreSQL release
>>>>>>>>>> notes mentioned that need. Maybe that is your problem. We
>>>>>>>>>> are using RT-3.8.5 and PostgreSQL 8.4.2 here with the full-text
>>>>>>>>>> support without an issue.
>>>>>>>>>>
>>>>>>>>>> Regards,
>>>>>>>>>> Ken
>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>> On Mon, Apr 26, 2010 at 03:00:39PM -0400, Jeff Blaine wrote:
>>>>>>>>>>> On 4/26/2010 2:19 PM, Kenneth Marshall wrote:
>>>>>>>>>>>> Well, that knocks out the ACL issue. Do you think that your
>>>>>>>>>>>> Mason cache is confused? Maybe stop RT, clear the cache, and
>>>>>>>>>>>> restart RT to see if that helps. What DB backend are you using
>>>>>>>>>>>> and which version of RT are you running?
>>>>>>>>>>>
>>>>>>>>>>> RT 3.8.7
>>>>>>>>>>> PostgreSQL as it comes with RHELv5 + updates from yum
>>>>>>>>>>>
>>>>>>>>>>> Clearing the Mason cache didn't help :|
>>>>>>>>>>>
>>>>>>>>>>>>
>>>>>>>>>>>> Cheers,
>>>>>>>>>>>> Ken
>>>>>>>>>>>>
>>>>>>>>>>>> On Mon, Apr 26, 2010 at 12:47:22PM -0400, Jeff Blaine wrote:
>>>>>>>>>>>>> On 4/26/2010 12:29 PM, Raed El-Hames wrote:
>>>>>>>>>>>>>> Jeff;
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> Does your CLI user have permissions on the queue that ticket 39
>>>>>>>>>>>>>> is
>>>>>>>>>>>>>> in??
>>>>>>>>>>>>>> login to the web interface with the same cli user and see if
>>>>>>>>>>>>>> you
>>>>>>>>>>>>>> can
>>>>>>>>>>>>>> view the ticket.
>>>>>>>>>>>>>
>>>>>>>>>>>>> Yes, it does.
>>>>>>>>>>>>>
>>>>>>>>>>>>> Again, however, this is not really a report about an anomaly in
>>>>>>>>>>>>> the RT CLI.
>>>>>>>>>>>>>
>>>>>>>>>>>>> The incorrect search results are returned via a web GUI search
>>>>>>>>>>>>> of "Content matches foo.com"
>>>>>>>>>>>>>
>>>>>>>>>>>>> Here, maybe this makes it more clear, showing the same problem
>>>>>>>>>>>>> when using the RT CLI:
>>>>>>>>>>>>>
>>>>>>>>>>>>> [root at rtsrv1 etc]# /apps/rt/bin/rt list "Content like foo.com"
>>>>>>>>>>>>> Query:Content like 'foo.com'
>>>>>>>>>>>>> Ticket Owner Queue Age Told Status Requestor Subject
>>>>>>>>>>>>> --------------------------------------------------------------------------------
>>>>>>>>>>>>>
>>>>>>>>>>>>> 23 mbs Incid 1 wk resolv enVision@ alert
>>>>>>>>>>>>> -NICAlert-Secur
>>>>>>>>>>>>> [root at rtsrv1 etc]#
>>>>>>>>>>>>>
>>>>>>>>>>>>> [root at rtsrv1 etc]# /apps/rt/bin/rt show 39 | grep foo.com
>>>>>>>>>>>>> foo.com blah blah... 1 line... not including in this email
>>>>>>>>>>>>> [root at rtsrv1 etc]#
>>>>>>>>>>>>>
>>>>>>>>>>>>> [root at rtsrv1 etc]# /apps/rt/bin/rt show 23 | grep foo.com
>>>>>>>>>>>>> foo.com blah blah... not including in this email
>>>>>>>>>>>>> foo.com matching lines 66 more times... not including in this
>>>>>>>>>>>>> email
>>>>>>>>>>>>> [root at rtsrv1 etc]#
>>>>>>>>>>>>>
>>>>>>>>>>>>>
>>>>>>>>>>>>>
>>>>>>>>>>>>>> Regards;
>>>>>>>>>>>>>> Roy
>>>>>>>>>>>>>>
>>>>>>>>>>>>>>
>>>>>>>>>>>>>>
>>>>>>>>>>>>>>
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> Jeff Blaine wrote:
>>>>>>>>>>>>>>> On 4/26/2010 11:50 AM, Kenneth Marshall wrote:
>>>>>>>>>>>>>>>> Hi Jeff,
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> There is nothing here that indicates a problem. It looks
>>>>>>>>>>>>>>>> like an apples vs. oranges comparison by the time you include
>>>>>>>>>>>>>>>> the actual parameters of the search from the web interface
>>>>>>>>>>>>>>>> and the rt commandline interface and possible privilege and
>>>>>>>>>>>>>>>> ACL differences. You can use DB query logging to figure out
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> I think my original post is being misinterpreted. The 'rt'
>>>>>>>>>>>>>>> CLI commands aren't doing a search. They're just showing
>>>>>>>>>>>>>>> this list's readers that 'foo.com' does show up in each of
>>>>>>>>>>>>>>> the tickets when doing a simple 'rt show<ticket>'. It's
>>>>>>>>>>>>>>> not a comparison of "CLI search vs. web search".
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> what SQL is being used in the web search or the commandline
>>>>>>>>>>>>>>>> rt and compare the output piece-wise to put yourself at ease.
>>>>>>>>>>>>>>>> Maybe look at the individual components of each of the two
>>>>>>>>>>>>>>>> tickets, as well.
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> When viewing the tickets using 'Full headers" and then
>>>>>>>>>>>>>>> "Ctrl-F" to examine every instance of 'foo.com' in each ticket
>>>>>>>>>>>>>>> shows that both tickets have the 'foo.com' in text/html parts
>>>>>>>>>>>>>>> (and only there).
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> Ticket 23 has 67 of those parts and is returned when RT
>>>>>>>>>>>>>>> searching
>>>>>>>>>>>>>>> for 'foo.com'
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> Ticket 39 has 1 of those parts and is not returned when RT
>>>>>>>>>>>>>>> searching
>>>>>>>>>>>>>>> for 'foo.com'
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> By "DB query logging" do you mean Set($StatementLog, "DEBUG");
>>>>>>>>>>>>>>> or something?
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> Thanks for the reply, Ken
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> Jeff
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> Cheers,
>>>>>>>>>>>>>>>> Ken
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> On Mon, Apr 26, 2010 at 11:21:45AM -0400, Jeff Blaine wrote:
>>>>>>>>>>>>>>>>> Does anyone have any suggestions for how to go about
>>>>>>>>>>>>>>>>> figuring out what is wrong here?
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>> On 4/22/2010 2:09 PM, Jeff Blaine wrote:
>>>>>>>>>>>>>>>>>> RT 3.8.7
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>> A search for 'Content matches foo.com' is returning some
>>>>>>>>>>>>>>>>>> tickets
>>>>>>>>>>>>>>>>>> and missing others that clearly have foo.com in the
>>>>>>>>>>>>>>>>>> Content.
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>> [root at rtsrv1 bin]# ./rt show 39 | grep foo.com | wc -l
>>>>>>>>>>>>>>>>>>> 1
>>>>>>>>>>>>>>>>>>> [root at rtsrv1 bin]#
>>>>>>>>>>>>>>>>>>> [root at rtsrv1 bin]# ./rt show 23 | grep foo.com | wc -l
>>>>>>>>>>>>>>>>>>> 67
>>>>>>>>>>>>>>>>>>> [root at rtsrv1 bin]#
>>>>>>>>>>>>>>>>>> 23 shows up in the web search results.
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>> 39 does not.
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>> Any ideas?
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>> Discover RT's hidden secrets with RT Essentials from
>>>>>>>>>>>>>>>>>> O'Reilly
>>>>>>>>>>>>>>>>>> Media.
>>>>>>>>>>>>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>> Discover RT's hidden secrets with RT Essentials from
>>>>>>>>>>>>>>>>> O'Reilly
>>>>>>>>>>>>>>>>> Media.
>>>>>>>>>>>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly
>>>>>>>>>>>>>>> Media.
>>>>>>>>>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>>>>>>>>
>>>>>>>>>>>>>
>>>>>>>>>>>>
>>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>
>>>>>>>>
>>>>>>>
>>>>>>> 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 rob.macgregor at gmail.com  Mon May 17 16:08:05 2010
From: rob.macgregor at gmail.com (Rob MacGregor)
Date: Mon, 17 May 2010 21:08:05 +0100
Subject: [rt-users] Trying to install mod_perl
In-Reply-To: <8CCC40EBAE7148C-E04-157D@webmail-m097.sysops.aol.com>
References: <8CCC40EBAE7148C-E04-157D@webmail-m097.sysops.aol.com>
Message-ID: <AANLkTimLH_xiy_-UgSUM60fVfd9NY5fHG-H8oh4feVrW@mail.gmail.com>

On Mon, May 17, 2010 at 20:31,  <borngunners at aol.com> wrote:
> After couple of apache2 fail, I am trying to install mod_perl in cpan and I
> got the following error messages:
>
> ?cpan[1]> install mod_perl
> CPAN: Storable loaded ok (v2.18)
> Going to read '/root/.cpan/Metadata'
> ? Database was generated on Mon, 17 May 2010 14:28:57 GMT
> CPAN: YAML loaded ok (v0.71)
> Going to read 125 yaml files from /root/.cpan/build/
> CPAN: Time::HiRes loaded ok (v1.9711)
> DONE
> Restored the state of none (in 2.8972 secs)
> Running install for module 'mod_perl'
> Running make for G/GO/GOZER/mod_perl-1.31.tar.gz
> ? Has already been unwrapped into directory
> /root/.cpan/build/mod_perl-1.31-OqZLsX
> ? '/usr/bin/perl Makefile.PL INSTALLDIRS=site' returned status 2, won't make
> Running make test
> ? Make had some problems, won't test
> Running make install
> ? Make had some problems, won't install

That suggests you already have installed mod_perl.  Did you also
configure it in Apache?

See the mod_perl documentation at http://perl.apache.org/, in
particular http://perl.apache.org/docs/2.0/user/config/config.html#Enabling_mod_perl

> Please help me resolve this issue. What do I need to do and where is apache2
> source directory located?

That really depends on how you installed Apache.

Note that Apache has it's own mailing lists -
http://httpd.apache.org/userslist.html.

-- 
                 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 jblaine at kickflop.net  Mon May 17 16:31:57 2010
From: jblaine at kickflop.net (Jeff Blaine)
Date: Mon, 17 May 2010 16:31:57 -0400
Subject: [rt-users] Search results anomaly
In-Reply-To: <20100517195048.GN3892@aart.is.rice.edu>
References: <4BD5E2D7.3080200@kickflop.net>
	<20100426205204.GE29911@aart.is.rice.edu>
	<4BD5FD95.9080509@kickflop.net>
	<20100426210415.GF29911@aart.is.rice.edu>
	<4BD60672.6040906@kickflop.net> <4BF18F91.2020502@kickflop.net>
	<20100517190011.GL3892@aart.is.rice.edu>
	<4BF196E0.9070806@kickflop.net>
	<20100517192645.GM3892@aart.is.rice.edu>
	<4BF19953.7010302@kickflop.net>
	<20100517195048.GN3892@aart.is.rice.edu>
Message-ID: <4BF1A7BD.7090407@kickflop.net>

* The tickets failing to match "members.linode", but matching
   "linode" have an HTML attachment containing the following:

   > <META ... content="text/html; charset=windows-1252">

* The handful of tickets that match "members.linode" just so
   happen to have that troublesome attachment quoted in a
   reply (as text, not HTML).

So, that sounds like the problem.  I wish that translated
to an obvious solution for me, but it doesn't :)

On 5/17/2010 3:50 PM, Kenneth Marshall wrote:
> Hi Jeff,
>
> Here is a link to some PostgreSQL documentation on setting
> locales:
>
> http://www.postgresql.org/docs/8.4/static/locale.html
>
> A crude example could be a locale that "sorted" a-i the
> same and o-z the same, and nothing for h. Then the following
>
> ahb
> bha
>
> would be equivalent to:
>
> ab
> ba
>
> Or you could have a set of chars where the upper case
> for one letter (c) did not exist. Then you could not match
>
> upper(abc)
>
> using lower(upper(abc)) == abc since it would produce
> ab == abc and fail. I think that you may be seeing something
> like that with your dot character.
>
> Regards,
> Ken
>
> On Mon, May 17, 2010 at 03:30:27PM -0400, Jeff Blaine wrote:
>> On 5/17/2010 3:26 PM, Kenneth Marshall wrote:
>>> Hi Jeff,
>>>
>>> Those are just what I would have expected. I would take one
>>> of the results from the second set of 77 and figure out why
>>> it is not matching the first query. It does look more and more
>>> like a collation problem. What is the collation of an attachment
>>> that matches one query but not the other?
>>
>> Thanks for the reply.
>>
>> I'll gladly provide any info I can, but you're talking over
>> my head re: collation.  Can you provide some more info?  I'm
>> not a DB person.
>>
>>> Ken
>>>
>>> On Mon, May 17, 2010 at 03:20:00PM -0400, Jeff Blaine wrote:
>>>> Here are the transactions as logged.  FWIW, I find it curious
>>>> that all of these search failures for us so far are with
>>>> search terms that have a '.' in the term...
>>>>
>>>> LOG:  duration: 35.815 ms  statement: EXECUTE<unnamed>    [PREPARE: SELECT
>>>> DISTINCT main.* FROM Tickets main
>>>>     JOIN Transactions Transactions_1
>>>>       ON ( Transactions_1.ObjectId = main.id )
>>>>     JOIN Attachments Attachments_2
>>>>       ON ( Attachments_2.TransactionId = Transactions_1.id )
>>>> WHERE (Transactions_1.ObjectType = 'RT::Ticket')
>>>>          AND (main.Status != 'deleted')
>>>>          AND ( ( Attachments_2.Content ILIKE '%members.linode%' ) AND
>>>> main.Owner = '66')
>>>>          AND (main.Type = 'ticket')
>>>>          AND (main.EffectiveId = main.id)
>>>> ORDER BY main.id ASC ]
>>>>
>>>> LOG:  duration: 38.362 ms  statement: EXECUTE<unnamed>    [PREPARE: SELECT
>>>> DISTINCT main.* FROM Tickets main
>>>>     JOIN Transactions Transactions_1
>>>>       ON ( Transactions_1.ObjectId = main.id )
>>>>     JOIN Attachments Attachments_2
>>>>       ON ( Attachments_2.TransactionId = Transactions_1.id )
>>>> WHERE (Transactions_1.ObjectType = 'RT::Ticket')
>>>>          AND (main.Status != 'deleted')
>>>>          AND ( ( Attachments_2.Content ILIKE '%linode%' ) AND main.Owner =
>>>> '66')
>>>>          AND (main.Type = 'ticket')
>>>>          AND (main.EffectiveId = main.id)
>>>> ORDER BY main.id ASC ]
>>>>
>>>> On 5/17/2010 3:00 PM, Kenneth Marshall wrote:
>>>>> And what queries actually hit the database backend for these
>>>>> two? If it is the same SQL query, then the problem is somewhere
>>>>> else. If the query differs, try running the query manually to
>>>>> see why it is giving unexpected results. Again as others have
>>>>> mentioned, collation/encoding could cause these types of differences.
>>>>>
>>>>> Cheers,
>>>>> Ken
>>>>>
>>>>> On Mon, May 17, 2010 at 02:48:49PM -0400, Jeff Blaine wrote:
>>>>>> Another example of this failing:
>>>>>>
>>>>>> rt list -t ticket "Content like members.linode AND Owner = jsmith"
>>>>>>
>>>>>> 14 results
>>>>>>
>>>>>> rt list -t ticket "Content like linode AND Owner = jsmith"
>>>>>>
>>>>>> 77 results, all of which have "members.linode" in the content.
>>>>>>
>>>>>> On 4/26/2010 5:32 PM, Jeff Blaine wrote:
>>>>>>> On 4/26/2010 5:04 PM, Kenneth Marshall wrote:
>>>>>>>> I am not certain what to do. For myself, I would turn on
>>>>>>>> SQL statement logging within the database. Set:
>>>>>>>>
>>>>>>>> log_min_duration_statement = 0
>>>>>>>>
>>>>>>>> in your postgresql.conf for the database and run both
>>>>>>>> queries in RT. Then turn it back done and pick apart the
>>>>>>>> query results to see if the problem is a logic problem or
>>>>>>>> possibly an encoding issue which results in "equal" items
>>>>>>>> not showing as "equal". Also, it looks like you are just
>>>>>>>
>>>>>>> These were sequential in the log as a result of my simple
>>>>>>> "Content matches foo.com" query via the web GUI. One is
>>>>>>> a COUNT and the other is for getting data, apparently.
>>>>>>>
>>>>>>> I formatted them here for easier reading.
>>>>>>>
>>>>>>> LOG: duration: 101.115 ms statement: EXECUTE<unnamed>    [PREPARE:
>>>>>>> SELECT COUNT(DISTINCT main.id) FROM Tickets main
>>>>>>> JOIN Transactions Transactions_1 ON ( Transactions_1.ObjectId =
>>>>>>> main.id
>>>>>>> )
>>>>>>> JOIN Attachments Attachments_2 ON ( Attachments_2.TransactionId =
>>>>>>> Transactions_1.id )
>>>>>>> WHERE (Transactions_1.ObjectType = 'RT::Ticket')
>>>>>>> AND (main.Status != 'deleted')
>>>>>>> AND ( ( Attachments_2.Content ILIKE '%foo.com%' ) )
>>>>>>> AND (main.Type = 'ticket')
>>>>>>> AND (main.EffectiveId = main.id)
>>>>>>> ]
>>>>>>>
>>>>>>> LOG: duration: 105.350 ms statement: EXECUTE<unnamed>    [PREPARE:
>>>>>>> SELECT DISTINCT main.* FROM Tickets main
>>>>>>> JOIN Transactions Transactions_1 ON ( Transactions_1.ObjectId =
>>>>>>> main.id
>>>>>>> )
>>>>>>> JOIN Attachments Attachments_2 ON ( Attachments_2.TransactionId =
>>>>>>> Transactions_1.id )
>>>>>>> WHERE (Transactions_1.ObjectType = 'RT::Ticket')
>>>>>>> AND (main.Status != 'deleted')
>>>>>>> AND ( ( Attachments_2.Content ILIKE '%foo.com%' ) )
>>>>>>> AND (main.Type = 'ticket')
>>>>>>> AND (main.EffectiveId = main.id)
>>>>>>> ORDER BY main.id ASC LIMIT 50
>>>>>>> ]
>>>>>>>
>>>>>>> What "both queries" are you referring to? The RT CLI and the
>>>>>>> RT web GUI both fail the same way with my 1 test query. I'm
>>>>>>> confused by what you mean there.
>>>>>>>
>>>>>>> Thanks for the ideas, Ken
>>>>>>>
>>>>>>>> starting with such a low ticket number, but if you plan
>>>>>>>> on using full content searches for any large-ish amount
>>>>>>>> of data you should really plan on using the full-text index
>>>>>>>> support for PostgreSQL/RT that is described in the wiki.
>>>>>>>> Speaking as one whose database was brought to its knees by
>>>>>>>> some creative data mining. :)
>>>>>>>>
>>>>>>>> Good luck and let us know what you find to be the cause.
>>>>>>>> Regards,
>>>>>>>>
>>>>>>>> Ken
>>>>>>>>
>>>>>>>>
>>>>>>>> On Mon, Apr 26, 2010 at 04:54:45PM -0400, Jeff Blaine wrote:
>>>>>>>>> On 4/26/2010 4:52 PM, Kenneth Marshall wrote:
>>>>>>>>>> Jeff,
>>>>>>>>>>
>>>>>>>>>> Are you using the Full-text index support from the wiki?
>>>>>>>>>
>>>>>>>>> Nope.
>>>>>>>>>
>>>>>>>>> Just RT 3.8.7 + RTFM 2.4.2. No add-ons/tweaks from the wiki.
>>>>>>>>>
>>>>>>>>>> There were some index bugs that may require you to re-index
>>>>>>>>>> to fix, specifically some rows were not reported correctly
>>>>>>>>>> as valid matches. I believe that the PostgreSQL release
>>>>>>>>>> notes mentioned that need. Maybe that is your problem. We
>>>>>>>>>> are using RT-3.8.5 and PostgreSQL 8.4.2 here with the full-text
>>>>>>>>>> support without an issue.
>>>>>>>>>>
>>>>>>>>>> Regards,
>>>>>>>>>> Ken
>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>> On Mon, Apr 26, 2010 at 03:00:39PM -0400, Jeff Blaine wrote:
>>>>>>>>>>> On 4/26/2010 2:19 PM, Kenneth Marshall wrote:
>>>>>>>>>>>> Well, that knocks out the ACL issue. Do you think that your
>>>>>>>>>>>> Mason cache is confused? Maybe stop RT, clear the cache, and
>>>>>>>>>>>> restart RT to see if that helps. What DB backend are you using
>>>>>>>>>>>> and which version of RT are you running?
>>>>>>>>>>>
>>>>>>>>>>> RT 3.8.7
>>>>>>>>>>> PostgreSQL as it comes with RHELv5 + updates from yum
>>>>>>>>>>>
>>>>>>>>>>> Clearing the Mason cache didn't help :|
>>>>>>>>>>>
>>>>>>>>>>>>
>>>>>>>>>>>> Cheers,
>>>>>>>>>>>> Ken
>>>>>>>>>>>>
>>>>>>>>>>>> On Mon, Apr 26, 2010 at 12:47:22PM -0400, Jeff Blaine wrote:
>>>>>>>>>>>>> On 4/26/2010 12:29 PM, Raed El-Hames wrote:
>>>>>>>>>>>>>> Jeff;
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> Does your CLI user have permissions on the queue that ticket 39
>>>>>>>>>>>>>> is
>>>>>>>>>>>>>> in??
>>>>>>>>>>>>>> login to the web interface with the same cli user and see if
>>>>>>>>>>>>>> you
>>>>>>>>>>>>>> can
>>>>>>>>>>>>>> view the ticket.
>>>>>>>>>>>>>
>>>>>>>>>>>>> Yes, it does.
>>>>>>>>>>>>>
>>>>>>>>>>>>> Again, however, this is not really a report about an anomaly in
>>>>>>>>>>>>> the RT CLI.
>>>>>>>>>>>>>
>>>>>>>>>>>>> The incorrect search results are returned via a web GUI search
>>>>>>>>>>>>> of "Content matches foo.com"
>>>>>>>>>>>>>
>>>>>>>>>>>>> Here, maybe this makes it more clear, showing the same problem
>>>>>>>>>>>>> when using the RT CLI:
>>>>>>>>>>>>>
>>>>>>>>>>>>> [root at rtsrv1 etc]# /apps/rt/bin/rt list "Content like foo.com"
>>>>>>>>>>>>> Query:Content like 'foo.com'
>>>>>>>>>>>>> Ticket Owner Queue Age Told Status Requestor Subject
>>>>>>>>>>>>> --------------------------------------------------------------------------------
>>>>>>>>>>>>>
>>>>>>>>>>>>> 23 mbs Incid 1 wk resolv enVision@ alert
>>>>>>>>>>>>> -NICAlert-Secur
>>>>>>>>>>>>> [root at rtsrv1 etc]#
>>>>>>>>>>>>>
>>>>>>>>>>>>> [root at rtsrv1 etc]# /apps/rt/bin/rt show 39 | grep foo.com
>>>>>>>>>>>>> foo.com blah blah... 1 line... not including in this email
>>>>>>>>>>>>> [root at rtsrv1 etc]#
>>>>>>>>>>>>>
>>>>>>>>>>>>> [root at rtsrv1 etc]# /apps/rt/bin/rt show 23 | grep foo.com
>>>>>>>>>>>>> foo.com blah blah... not including in this email
>>>>>>>>>>>>> foo.com matching lines 66 more times... not including in this
>>>>>>>>>>>>> email
>>>>>>>>>>>>> [root at rtsrv1 etc]#
>>>>>>>>>>>>>
>>>>>>>>>>>>>
>>>>>>>>>>>>>
>>>>>>>>>>>>>> Regards;
>>>>>>>>>>>>>> Roy
>>>>>>>>>>>>>>
>>>>>>>>>>>>>>
>>>>>>>>>>>>>>
>>>>>>>>>>>>>>
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> Jeff Blaine wrote:
>>>>>>>>>>>>>>> On 4/26/2010 11:50 AM, Kenneth Marshall wrote:
>>>>>>>>>>>>>>>> Hi Jeff,
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> There is nothing here that indicates a problem. It looks
>>>>>>>>>>>>>>>> like an apples vs. oranges comparison by the time you include
>>>>>>>>>>>>>>>> the actual parameters of the search from the web interface
>>>>>>>>>>>>>>>> and the rt commandline interface and possible privilege and
>>>>>>>>>>>>>>>> ACL differences. You can use DB query logging to figure out
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> I think my original post is being misinterpreted. The 'rt'
>>>>>>>>>>>>>>> CLI commands aren't doing a search. They're just showing
>>>>>>>>>>>>>>> this list's readers that 'foo.com' does show up in each of
>>>>>>>>>>>>>>> the tickets when doing a simple 'rt show<ticket>'. It's
>>>>>>>>>>>>>>> not a comparison of "CLI search vs. web search".
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> what SQL is being used in the web search or the commandline
>>>>>>>>>>>>>>>> rt and compare the output piece-wise to put yourself at ease.
>>>>>>>>>>>>>>>> Maybe look at the individual components of each of the two
>>>>>>>>>>>>>>>> tickets, as well.
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> When viewing the tickets using 'Full headers" and then
>>>>>>>>>>>>>>> "Ctrl-F" to examine every instance of 'foo.com' in each ticket
>>>>>>>>>>>>>>> shows that both tickets have the 'foo.com' in text/html parts
>>>>>>>>>>>>>>> (and only there).
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> Ticket 23 has 67 of those parts and is returned when RT
>>>>>>>>>>>>>>> searching
>>>>>>>>>>>>>>> for 'foo.com'
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> Ticket 39 has 1 of those parts and is not returned when RT
>>>>>>>>>>>>>>> searching
>>>>>>>>>>>>>>> for 'foo.com'
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> By "DB query logging" do you mean Set($StatementLog, "DEBUG");
>>>>>>>>>>>>>>> or something?
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> Thanks for the reply, Ken
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> Jeff
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> Cheers,
>>>>>>>>>>>>>>>> Ken
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> On Mon, Apr 26, 2010 at 11:21:45AM -0400, Jeff Blaine wrote:
>>>>>>>>>>>>>>>>> Does anyone have any suggestions for how to go about
>>>>>>>>>>>>>>>>> figuring out what is wrong here?
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>> On 4/22/2010 2:09 PM, Jeff Blaine wrote:
>>>>>>>>>>>>>>>>>> RT 3.8.7
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>> A search for 'Content matches foo.com' is returning some
>>>>>>>>>>>>>>>>>> tickets
>>>>>>>>>>>>>>>>>> and missing others that clearly have foo.com in the
>>>>>>>>>>>>>>>>>> Content.
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>> [root at rtsrv1 bin]# ./rt show 39 | grep foo.com | wc -l
>>>>>>>>>>>>>>>>>>> 1
>>>>>>>>>>>>>>>>>>> [root at rtsrv1 bin]#
>>>>>>>>>>>>>>>>>>> [root at rtsrv1 bin]# ./rt show 23 | grep foo.com | wc -l
>>>>>>>>>>>>>>>>>>> 67
>>>>>>>>>>>>>>>>>>> [root at rtsrv1 bin]#
>>>>>>>>>>>>>>>>>> 23 shows up in the web search results.
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>> 39 does not.
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>> Any ideas?
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>> Discover RT's hidden secrets with RT Essentials from
>>>>>>>>>>>>>>>>>> O'Reilly
>>>>>>>>>>>>>>>>>> Media.
>>>>>>>>>>>>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>> Discover RT's hidden secrets with RT Essentials from
>>>>>>>>>>>>>>>>> O'Reilly
>>>>>>>>>>>>>>>>> Media.
>>>>>>>>>>>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly
>>>>>>>>>>>>>>> Media.
>>>>>>>>>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>>>>>>>>
>>>>>>>>>>>>>
>>>>>>>>>>>>
>>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>
>>>>>>>>
>>>>>>>
>>>>>>> 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 rob.macgregor at gmail.com  Mon May 17 16:37:47 2010
From: rob.macgregor at gmail.com (Rob MacGregor)
Date: Mon, 17 May 2010 21:37:47 +0100
Subject: [rt-users] Trying to install mod_perl
In-Reply-To: <8CCC417335D6C4C-E04-2299@webmail-m097.sysops.aol.com>
References: <8CCC417335D6C4C-E04-2299@webmail-m097.sysops.aol.com>
Message-ID: <AANLkTimGOq6XY4mFfj65vqgxwDAb981lHnGBVrU5F8Da@mail.gmail.com>

Please, keep it on the mailing list.

On Mon, May 17, 2010 at 21:32,  <borngunners at aol.com> wrote:
>> Did you also configure it in Apache?
> No I did not
>
> How do you configure it in apache?
> I am not too savvy with linux and unix....A guide will be helpful

I linked to the guides you need - I even linked directly to the
particular one for enabling mod_perl in Apache.

-- 
                 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 borngunners at aol.com  Mon May 17 16:37:37 2010
From: borngunners at aol.com (borngunners at aol.com)
Date: Mon, 17 May 2010 16:37:37 -0400 (EDT)
Subject: [rt-users] Trying to install mod_perl
In-Reply-To: 26753187
References: 26753187
Message-ID: <8CCC417EA9DC6CC-E04-239A@webmail-m097.sysops.aol.com>


After I uncomment the PerlRequire in my httpd.conf file, apche2 restart successfully, but then I receive the following message from my web browser:

You're almost there!
You haven't yet configured your webserver to run RT. You appear to have installed RT's web interface correctly, but haven't yet configured your web server to "run" the RT server which powers the web interface. The next step is to edit your webserver's configuration file to instruct it to use RT's mod_perl, FastCGI or SpeedyCGI handler. If you need commercial support, please contact us at sales at bestpractical.com. 


What Am I doing wrong in this case?






-----Original Message-----
From: Rob MacGregor <rob.macgregor at gmail.com>
To: RT-Users <RT-Users at lists.bestpractical.com>
Sent: Mon, May 17, 2010 4:14 pm
Subject: Re: [rt-users] Trying to install mod_perl


On Mon, May 17, 2010 at 20:31,  <borngunners at aol.com> wrote:
 After couple of apache2 fail, I am trying to install mod_perl in cpan and I
 got the following error messages:

  cpan[1]> install mod_perl
 CPAN: Storable loaded ok (v2.18)
 Going to read '/root/.cpan/Metadata'
   Database was generated on Mon, 17 May 2010 14:28:57 GMT
 CPAN: YAML loaded ok (v0.71)
 Going to read 125 yaml files from /root/.cpan/build/
 CPAN: Time::HiRes loaded ok (v1.9711)
 DONE
 Restored the state of none (in 2.8972 secs)
 Running install for module 'mod_perl'
 Running make for G/GO/GOZER/mod_perl-1.31.tar.gz
   Has already been unwrapped into directory
 /root/.cpan/build/mod_perl-1.31-OqZLsX
   '/usr/bin/perl Makefile.PL INSTALLDIRS=site' returned status 2, won't make
 Running make test
   Make had some problems, won't test
 Running make install
   Make had some problems, won't install
That suggests you already have installed mod_perl.  Did you also
onfigure it in Apache?
See the mod_perl documentation at http://perl.apache.org/, in
articular http://perl.apache.org/docs/2.0/user/config/config.html#Enabling_mod_perl
> Please help me resolve this issue. What do I need to do and where is apache2
 source directory located?
That really depends on how you installed Apache.
Note that Apache has it's own mailing lists -
ttp://httpd.apache.org/userslist.html.
-- 
                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.
uy a copy at http://rtbook.bestpractical.com

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From pboguszewski at library.wisc.edu  Mon May 17 15:38:37 2010
From: pboguszewski at library.wisc.edu (Peter Boguszewski)
Date: Mon, 17 May 2010 14:38:37 -0500
Subject: [rt-users] Searching with no case sensitivity?
Message-ID: <4BF19B3D.7080707@library.wisc.edu>

Is there an easy way to turn off case sensitivity for the search feature 
in RT 3.8.x?  I am using MySql as the database and tried a few 
suggestions I found by googling the problem but none of them work.

-- 
Peter Boguszewski
Library Systems Administrator
UW Madison - Library Technology Group
pboguszewski at library.wisc.edu
608.262.4768



From rob.macgregor at gmail.com  Mon May 17 16:40:46 2010
From: rob.macgregor at gmail.com (Rob MacGregor)
Date: Mon, 17 May 2010 21:40:46 +0100
Subject: [rt-users] Trying to install mod_perl
In-Reply-To: <8CCC417EA9DC6CC-E04-239A@webmail-m097.sysops.aol.com>
References: <8CCC417EA9DC6CC-E04-239A@webmail-m097.sysops.aol.com>
Message-ID: <AANLkTikKA_kpLN-dMppDF65XGLMnLRye8s594l4ZBD7N@mail.gmail.com>

On Mon, May 17, 2010 at 21:37,  <borngunners at aol.com> wrote:
> After I uncomment the PerlRequire in my httpd.conf file, apche2 restart
> successfully, but then I receive the following message from my web browser:
>
>
> You're almost there!
>
> You haven't yet configured your webserver to run RT. You appear to have
> installed RT's web interface correctly, but haven't yet configured your web
> server to "run" the RT server which powers the web interface. The next step
> is to edit your webserver's configuration file to instruct it to use RT's
> mod_perl, FastCGI or SpeedyCGI handler. If you need commercial support,
> please contact us at sales at bestpractical.com.
>
>
> What Am I doing wrong in this case?

http://rt.bestpractical.com/view/ManualApacheConfig

-- 
                 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 ktm at rice.edu  Mon May 17 17:05:08 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Mon, 17 May 2010 16:05:08 -0500
Subject: [rt-users] Search results anomaly
In-Reply-To: <4BF1A7BD.7090407@kickflop.net>
References: <4BD5FD95.9080509@kickflop.net>
	<20100426210415.GF29911@aart.is.rice.edu>
	<4BD60672.6040906@kickflop.net> <4BF18F91.2020502@kickflop.net>
	<20100517190011.GL3892@aart.is.rice.edu>
	<4BF196E0.9070806@kickflop.net>
	<20100517192645.GM3892@aart.is.rice.edu>
	<4BF19953.7010302@kickflop.net>
	<20100517195048.GN3892@aart.is.rice.edu>
	<4BF1A7BD.7090407@kickflop.net>
Message-ID: <20100517210508.GO3892@aart.is.rice.edu>

Hi Jeff,

Yes, that sounds like the problem. What happens if you change
the SQL query to:

LOG:  duration: 35.815 ms  statement: EXECUTE<unnamed>    [PREPARE: 
SELECT
DISTINCT main.* FROM Tickets main
    JOIN Transactions Transactions_1
      ON ( Transactions_1.ObjectId = main.id )
    JOIN Attachments Attachments_2
      ON ( Attachments_2.TransactionId = Transactions_1.id )
WHERE (Transactions_1.ObjectType = 'RT::Ticket')
         AND (main.Status != 'deleted')
         AND ( ( Attachments_2.Content LIKE '%members.linode%' ) AND main.Owner = '66')
         AND (main.Type = 'ticket')
         AND (main.EffectiveId = main.id)
ORDER BY main.id ASC ]

Using LIKE instead of ILIKE. It looks like there is no uppercase
period which is why it fails. It looks like you will need to use
a compound check for "members" and "linode". You might also give
the fulltext indexing support a try since the case is basically
not included in the indexes so does not matter.

At least it is doing the right thing, not what you want. :)

Regards,
Ken

On Mon, May 17, 2010 at 04:31:57PM -0400, Jeff Blaine wrote:
> * The tickets failing to match "members.linode", but matching
>   "linode" have an HTML attachment containing the following:
>
>   > <META ... content="text/html; charset=windows-1252">
>
> * The handful of tickets that match "members.linode" just so
>   happen to have that troublesome attachment quoted in a
>   reply (as text, not HTML).
>
> So, that sounds like the problem.  I wish that translated
> to an obvious solution for me, but it doesn't :)
>
> On 5/17/2010 3:50 PM, Kenneth Marshall wrote:
>> Hi Jeff,
>>
>> Here is a link to some PostgreSQL documentation on setting
>> locales:
>>
>> http://www.postgresql.org/docs/8.4/static/locale.html
>>
>> A crude example could be a locale that "sorted" a-i the
>> same and o-z the same, and nothing for h. Then the following
>>
>> ahb
>> bha
>>
>> would be equivalent to:
>>
>> ab
>> ba
>>
>> Or you could have a set of chars where the upper case
>> for one letter (c) did not exist. Then you could not match
>>
>> upper(abc)
>>
>> using lower(upper(abc)) == abc since it would produce
>> ab == abc and fail. I think that you may be seeing something
>> like that with your dot character.
>>
>> Regards,
>> Ken
>>
>> On Mon, May 17, 2010 at 03:30:27PM -0400, Jeff Blaine wrote:
>>> On 5/17/2010 3:26 PM, Kenneth Marshall wrote:
>>>> Hi Jeff,
>>>>
>>>> Those are just what I would have expected. I would take one
>>>> of the results from the second set of 77 and figure out why
>>>> it is not matching the first query. It does look more and more
>>>> like a collation problem. What is the collation of an attachment
>>>> that matches one query but not the other?
>>>
>>> Thanks for the reply.
>>>
>>> I'll gladly provide any info I can, but you're talking over
>>> my head re: collation.  Can you provide some more info?  I'm
>>> not a DB person.
>>>
>>>> Ken
>>>>
>>>> On Mon, May 17, 2010 at 03:20:00PM -0400, Jeff Blaine wrote:
>>>>> Here are the transactions as logged.  FWIW, I find it curious
>>>>> that all of these search failures for us so far are with
>>>>> search terms that have a '.' in the term...
>>>>>
>>>>> LOG:  duration: 35.815 ms  statement: EXECUTE<unnamed>    [PREPARE: 
>>>>> SELECT
>>>>> DISTINCT main.* FROM Tickets main
>>>>>     JOIN Transactions Transactions_1
>>>>>       ON ( Transactions_1.ObjectId = main.id )
>>>>>     JOIN Attachments Attachments_2
>>>>>       ON ( Attachments_2.TransactionId = Transactions_1.id )
>>>>> WHERE (Transactions_1.ObjectType = 'RT::Ticket')
>>>>>          AND (main.Status != 'deleted')
>>>>>          AND ( ( Attachments_2.Content ILIKE '%members.linode%' ) AND
>>>>> main.Owner = '66')
>>>>>          AND (main.Type = 'ticket')
>>>>>          AND (main.EffectiveId = main.id)
>>>>> ORDER BY main.id ASC ]
>>>>>
>>>>> LOG:  duration: 38.362 ms  statement: EXECUTE<unnamed>    [PREPARE: 
>>>>> SELECT
>>>>> DISTINCT main.* FROM Tickets main
>>>>>     JOIN Transactions Transactions_1
>>>>>       ON ( Transactions_1.ObjectId = main.id )
>>>>>     JOIN Attachments Attachments_2
>>>>>       ON ( Attachments_2.TransactionId = Transactions_1.id )
>>>>> WHERE (Transactions_1.ObjectType = 'RT::Ticket')
>>>>>          AND (main.Status != 'deleted')
>>>>>          AND ( ( Attachments_2.Content ILIKE '%linode%' ) AND 
>>>>> main.Owner =
>>>>> '66')
>>>>>          AND (main.Type = 'ticket')
>>>>>          AND (main.EffectiveId = main.id)
>>>>> ORDER BY main.id ASC ]
>>>>>
>>>>> On 5/17/2010 3:00 PM, Kenneth Marshall wrote:
>>>>>> And what queries actually hit the database backend for these
>>>>>> two? If it is the same SQL query, then the problem is somewhere
>>>>>> else. If the query differs, try running the query manually to
>>>>>> see why it is giving unexpected results. Again as others have
>>>>>> mentioned, collation/encoding could cause these types of differences.
>>>>>>
>>>>>> Cheers,
>>>>>> Ken
>>>>>>
>>>>>> On Mon, May 17, 2010 at 02:48:49PM -0400, Jeff Blaine wrote:
>>>>>>> Another example of this failing:
>>>>>>>
>>>>>>> rt list -t ticket "Content like members.linode AND Owner = jsmith"
>>>>>>>
>>>>>>> 14 results
>>>>>>>
>>>>>>> rt list -t ticket "Content like linode AND Owner = jsmith"
>>>>>>>
>>>>>>> 77 results, all of which have "members.linode" in the content.
>>>>>>>
>>>>>>> On 4/26/2010 5:32 PM, Jeff Blaine wrote:
>>>>>>>> On 4/26/2010 5:04 PM, Kenneth Marshall wrote:
>>>>>>>>> I am not certain what to do. For myself, I would turn on
>>>>>>>>> SQL statement logging within the database. Set:
>>>>>>>>>
>>>>>>>>> log_min_duration_statement = 0
>>>>>>>>>
>>>>>>>>> in your postgresql.conf for the database and run both
>>>>>>>>> queries in RT. Then turn it back done and pick apart the
>>>>>>>>> query results to see if the problem is a logic problem or
>>>>>>>>> possibly an encoding issue which results in "equal" items
>>>>>>>>> not showing as "equal". Also, it looks like you are just
>>>>>>>>
>>>>>>>> These were sequential in the log as a result of my simple
>>>>>>>> "Content matches foo.com" query via the web GUI. One is
>>>>>>>> a COUNT and the other is for getting data, apparently.
>>>>>>>>
>>>>>>>> I formatted them here for easier reading.
>>>>>>>>
>>>>>>>> LOG: duration: 101.115 ms statement: EXECUTE<unnamed>    [PREPARE:
>>>>>>>> SELECT COUNT(DISTINCT main.id) FROM Tickets main
>>>>>>>> JOIN Transactions Transactions_1 ON ( Transactions_1.ObjectId =
>>>>>>>> main.id
>>>>>>>> )
>>>>>>>> JOIN Attachments Attachments_2 ON ( Attachments_2.TransactionId =
>>>>>>>> Transactions_1.id )
>>>>>>>> WHERE (Transactions_1.ObjectType = 'RT::Ticket')
>>>>>>>> AND (main.Status != 'deleted')
>>>>>>>> AND ( ( Attachments_2.Content ILIKE '%foo.com%' ) )
>>>>>>>> AND (main.Type = 'ticket')
>>>>>>>> AND (main.EffectiveId = main.id)
>>>>>>>> ]
>>>>>>>>
>>>>>>>> LOG: duration: 105.350 ms statement: EXECUTE<unnamed>    [PREPARE:
>>>>>>>> SELECT DISTINCT main.* FROM Tickets main
>>>>>>>> JOIN Transactions Transactions_1 ON ( Transactions_1.ObjectId =
>>>>>>>> main.id
>>>>>>>> )
>>>>>>>> JOIN Attachments Attachments_2 ON ( Attachments_2.TransactionId =
>>>>>>>> Transactions_1.id )
>>>>>>>> WHERE (Transactions_1.ObjectType = 'RT::Ticket')
>>>>>>>> AND (main.Status != 'deleted')
>>>>>>>> AND ( ( Attachments_2.Content ILIKE '%foo.com%' ) )
>>>>>>>> AND (main.Type = 'ticket')
>>>>>>>> AND (main.EffectiveId = main.id)
>>>>>>>> ORDER BY main.id ASC LIMIT 50
>>>>>>>> ]
>>>>>>>>
>>>>>>>> What "both queries" are you referring to? The RT CLI and the
>>>>>>>> RT web GUI both fail the same way with my 1 test query. I'm
>>>>>>>> confused by what you mean there.
>>>>>>>>
>>>>>>>> Thanks for the ideas, Ken
>>>>>>>>
>>>>>>>>> starting with such a low ticket number, but if you plan
>>>>>>>>> on using full content searches for any large-ish amount
>>>>>>>>> of data you should really plan on using the full-text index
>>>>>>>>> support for PostgreSQL/RT that is described in the wiki.
>>>>>>>>> Speaking as one whose database was brought to its knees by
>>>>>>>>> some creative data mining. :)
>>>>>>>>>
>>>>>>>>> Good luck and let us know what you find to be the cause.
>>>>>>>>> Regards,
>>>>>>>>>
>>>>>>>>> Ken
>>>>>>>>>
>>>>>>>>>
>>>>>>>>> On Mon, Apr 26, 2010 at 04:54:45PM -0400, Jeff Blaine wrote:
>>>>>>>>>> On 4/26/2010 4:52 PM, Kenneth Marshall wrote:
>>>>>>>>>>> Jeff,
>>>>>>>>>>>
>>>>>>>>>>> Are you using the Full-text index support from the wiki?
>>>>>>>>>>
>>>>>>>>>> Nope.
>>>>>>>>>>
>>>>>>>>>> Just RT 3.8.7 + RTFM 2.4.2. No add-ons/tweaks from the wiki.
>>>>>>>>>>
>>>>>>>>>>> There were some index bugs that may require you to re-index
>>>>>>>>>>> to fix, specifically some rows were not reported correctly
>>>>>>>>>>> as valid matches. I believe that the PostgreSQL release
>>>>>>>>>>> notes mentioned that need. Maybe that is your problem. We
>>>>>>>>>>> are using RT-3.8.5 and PostgreSQL 8.4.2 here with the full-text
>>>>>>>>>>> support without an issue.
>>>>>>>>>>>
>>>>>>>>>>> Regards,
>>>>>>>>>>> Ken
>>>>>>>>>>>
>>>>>>>>>>>
>>>>>>>>>>> On Mon, Apr 26, 2010 at 03:00:39PM -0400, Jeff Blaine wrote:
>>>>>>>>>>>> On 4/26/2010 2:19 PM, Kenneth Marshall wrote:
>>>>>>>>>>>>> Well, that knocks out the ACL issue. Do you think that your
>>>>>>>>>>>>> Mason cache is confused? Maybe stop RT, clear the cache, and
>>>>>>>>>>>>> restart RT to see if that helps. What DB backend are you using
>>>>>>>>>>>>> and which version of RT are you running?
>>>>>>>>>>>>
>>>>>>>>>>>> RT 3.8.7
>>>>>>>>>>>> PostgreSQL as it comes with RHELv5 + updates from yum
>>>>>>>>>>>>
>>>>>>>>>>>> Clearing the Mason cache didn't help :|
>>>>>>>>>>>>
>>>>>>>>>>>>>
>>>>>>>>>>>>> Cheers,
>>>>>>>>>>>>> Ken
>>>>>>>>>>>>>
>>>>>>>>>>>>> On Mon, Apr 26, 2010 at 12:47:22PM -0400, Jeff Blaine wrote:
>>>>>>>>>>>>>> On 4/26/2010 12:29 PM, Raed El-Hames wrote:
>>>>>>>>>>>>>>> Jeff;
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> Does your CLI user have permissions on the queue that ticket 
>>>>>>>>>>>>>>> 39
>>>>>>>>>>>>>>> is
>>>>>>>>>>>>>>> in??
>>>>>>>>>>>>>>> login to the web interface with the same cli user and see if
>>>>>>>>>>>>>>> you
>>>>>>>>>>>>>>> can
>>>>>>>>>>>>>>> view the ticket.
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> Yes, it does.
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> Again, however, this is not really a report about an anomaly 
>>>>>>>>>>>>>> in
>>>>>>>>>>>>>> the RT CLI.
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> The incorrect search results are returned via a web GUI search
>>>>>>>>>>>>>> of "Content matches foo.com"
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> Here, maybe this makes it more clear, showing the same problem
>>>>>>>>>>>>>> when using the RT CLI:
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> [root at rtsrv1 etc]# /apps/rt/bin/rt list "Content like foo.com"
>>>>>>>>>>>>>> Query:Content like 'foo.com'
>>>>>>>>>>>>>> Ticket Owner Queue Age Told Status Requestor Subject
>>>>>>>>>>>>>> --------------------------------------------------------------------------------
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> 23 mbs Incid 1 wk resolv enVision@ alert
>>>>>>>>>>>>>> -NICAlert-Secur
>>>>>>>>>>>>>> [root at rtsrv1 etc]#
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> [root at rtsrv1 etc]# /apps/rt/bin/rt show 39 | grep foo.com
>>>>>>>>>>>>>> foo.com blah blah... 1 line... not including in this email
>>>>>>>>>>>>>> [root at rtsrv1 etc]#
>>>>>>>>>>>>>>
>>>>>>>>>>>>>> [root at rtsrv1 etc]# /apps/rt/bin/rt show 23 | grep foo.com
>>>>>>>>>>>>>> foo.com blah blah... not including in this email
>>>>>>>>>>>>>> foo.com matching lines 66 more times... not including in this
>>>>>>>>>>>>>> email
>>>>>>>>>>>>>> [root at rtsrv1 etc]#
>>>>>>>>>>>>>>
>>>>>>>>>>>>>>
>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> Regards;
>>>>>>>>>>>>>>> Roy
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>> Jeff Blaine wrote:
>>>>>>>>>>>>>>>> On 4/26/2010 11:50 AM, Kenneth Marshall wrote:
>>>>>>>>>>>>>>>>> Hi Jeff,
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>> There is nothing here that indicates a problem. It looks
>>>>>>>>>>>>>>>>> like an apples vs. oranges comparison by the time you 
>>>>>>>>>>>>>>>>> include
>>>>>>>>>>>>>>>>> the actual parameters of the search from the web interface
>>>>>>>>>>>>>>>>> and the rt commandline interface and possible privilege and
>>>>>>>>>>>>>>>>> ACL differences. You can use DB query logging to figure out
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> I think my original post is being misinterpreted. The 'rt'
>>>>>>>>>>>>>>>> CLI commands aren't doing a search. They're just showing
>>>>>>>>>>>>>>>> this list's readers that 'foo.com' does show up in each of
>>>>>>>>>>>>>>>> the tickets when doing a simple 'rt show<ticket>'. It's
>>>>>>>>>>>>>>>> not a comparison of "CLI search vs. web search".
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>> what SQL is being used in the web search or the commandline
>>>>>>>>>>>>>>>>> rt and compare the output piece-wise to put yourself at 
>>>>>>>>>>>>>>>>> ease.
>>>>>>>>>>>>>>>>> Maybe look at the individual components of each of the two
>>>>>>>>>>>>>>>>> tickets, as well.
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> When viewing the tickets using 'Full headers" and then
>>>>>>>>>>>>>>>> "Ctrl-F" to examine every instance of 'foo.com' in each 
>>>>>>>>>>>>>>>> ticket
>>>>>>>>>>>>>>>> shows that both tickets have the 'foo.com' in text/html 
>>>>>>>>>>>>>>>> parts
>>>>>>>>>>>>>>>> (and only there).
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> Ticket 23 has 67 of those parts and is returned when RT
>>>>>>>>>>>>>>>> searching
>>>>>>>>>>>>>>>> for 'foo.com'
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> Ticket 39 has 1 of those parts and is not returned when RT
>>>>>>>>>>>>>>>> searching
>>>>>>>>>>>>>>>> for 'foo.com'
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> By "DB query logging" do you mean Set($StatementLog, 
>>>>>>>>>>>>>>>> "DEBUG");
>>>>>>>>>>>>>>>> or something?
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> Thanks for the reply, Ken
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> Jeff
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>> Cheers,
>>>>>>>>>>>>>>>>> Ken
>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>> On Mon, Apr 26, 2010 at 11:21:45AM -0400, Jeff Blaine 
>>>>>>>>>>>>>>>>> wrote:
>>>>>>>>>>>>>>>>>> Does anyone have any suggestions for how to go about
>>>>>>>>>>>>>>>>>> figuring out what is wrong here?
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>> On 4/22/2010 2:09 PM, Jeff Blaine wrote:
>>>>>>>>>>>>>>>>>>> RT 3.8.7
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>> A search for 'Content matches foo.com' is returning some
>>>>>>>>>>>>>>>>>>> tickets
>>>>>>>>>>>>>>>>>>> and missing others that clearly have foo.com in the
>>>>>>>>>>>>>>>>>>> Content.
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>> [root at rtsrv1 bin]# ./rt show 39 | grep foo.com | wc -l
>>>>>>>>>>>>>>>>>>>> 1
>>>>>>>>>>>>>>>>>>>> [root at rtsrv1 bin]#
>>>>>>>>>>>>>>>>>>>> [root at rtsrv1 bin]# ./rt show 23 | grep foo.com | wc -l
>>>>>>>>>>>>>>>>>>>> 67
>>>>>>>>>>>>>>>>>>>> [root at rtsrv1 bin]#
>>>>>>>>>>>>>>>>>>> 23 shows up in the web search results.
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>> 39 does not.
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>> Any ideas?
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>>> Discover RT's hidden secrets with RT Essentials from
>>>>>>>>>>>>>>>>>>> O'Reilly
>>>>>>>>>>>>>>>>>>> Media.
>>>>>>>>>>>>>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>>> Discover RT's hidden secrets with RT Essentials from
>>>>>>>>>>>>>>>>>> O'Reilly
>>>>>>>>>>>>>>>>>> Media.
>>>>>>>>>>>>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>>> Discover RT's hidden secrets with RT Essentials from 
>>>>>>>>>>>>>>>> O'Reilly
>>>>>>>>>>>>>>>> Media.
>>>>>>>>>>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>>>>>>>>>
>>>>>>>>>>>>>>
>>>>>>>>>>>>>
>>>>>>>>>>>>
>>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>
>>>>>>>>
>>>>>>>> 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 borngunners at aol.com  Mon May 17 17:28:14 2010
From: borngunners at aol.com (borngunners at aol.com)
Date: Mon, 17 May 2010 17:28:14 -0400 (EDT)
Subject: [rt-users] Trying to install mod_perl
In-Reply-To: 26753210
References: 26753210
Message-ID: <8CCC41EFB9D5A6C-E04-2D78@webmail-m097.sysops.aol.com>


 
I have checked and made necessary corrections. Now, all I am getting is this:
It Works!
 
What am I missing in this case?






-----Original Message-----
From: borngunners <borngunners at aol.com>
To: rob.macgregor <rob.macgregor at gmail.com>
Sent: Mon, May 17, 2010 5:27 pm
Subject: Re: [rt-users] Trying to install mod_perl


I have checked and made necessary corrections. Now, all I am getting is this:
It Works!
 
What am I missing in this case?






-----Original Message-----
From: Rob MacGregor <rob.macgregor at gmail.com>
To: RT-Users <RT-Users at lists.bestpractical.com>
Sent: Mon, May 17, 2010 4:58 pm
Subject: Re: [rt-users] Trying to install mod_perl


On Mon, May 17, 2010 at 21:37,  <borngunners at aol.com> wrote:
 After I uncomment the PerlRequire in my httpd.conf file, apche2 restart
 successfully, but then I receive the following message from my web browser:


 You're almost there!

 You haven't yet configured your webserver to run RT. You appear to have
 installed RT's web interface correctly, but haven't yet configured your web
 server to "run" the RT server which powers the web interface. The next step
 is to edit your webserver's configuration file to instruct it to use RT's
 mod_perl, FastCGI or SpeedyCGI handler. If you need commercial support,
 please contact us at sales at bestpractical.com.


 What Am I doing wrong in this case?
http://rt.bestpractical.com/view/ManualApacheConfig
-- 
                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.
uy a copy at http://rtbook.bestpractical.com


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From rob.macgregor at gmail.com  Mon May 17 17:47:23 2010
From: rob.macgregor at gmail.com (Rob MacGregor)
Date: Mon, 17 May 2010 22:47:23 +0100
Subject: [rt-users] Trying to install mod_perl
In-Reply-To: <8CCC41EFB9D5A6C-E04-2D78@webmail-m097.sysops.aol.com>
References: <8CCC41EFB9D5A6C-E04-2D78@webmail-m097.sysops.aol.com>
Message-ID: <AANLkTil1SuWowNuNQMSg60jxw1_dLnXROMCucWhhUog3@mail.gmail.com>

I don't need to get multiple copies of all of your emails - please
send them to the list and the list alone.

On Mon, May 17, 2010 at 22:28,  <borngunners at aol.com> wrote:
>
> I have checked and made necessary corrections. Now, all I am getting is
> this:
> It Works!
>
> What am I missing in this case?

Appropriate configuration of Apache ;)

Did you read the URL I previously directed you to?  It's apparent that
you haven't made the appropriate RT changes to your Apache install.

Can you upload a copy of your Apache configuration file (such as at
http://pastebin.com/) and provide a link to where it can be found?

-- 
                 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 vaclav.ovsik at i.cz  Mon May 17 18:15:08 2010
From: vaclav.ovsik at i.cz (=?iso-8859-1?Q?V=E1clav_Ovs=EDk?=)
Date: Tue, 18 May 2010 00:15:08 +0200
Subject: [rt-users] Migration from MySQL to PostgreSQL - Pg datatypes
 for blobs?
In-Reply-To: <20100517121042.GU22440@easter-eggs.com>
References: <20100514214335.GA13941@bobek.localdomain>
	<20100515052301.GH22440@easter-eggs.com>
	<20100515113536.GA29957@bobek.localdomain>
	<20100517115343.GA18294@bobek.localdomain>
	<20100517121042.GU22440@easter-eggs.com>
Message-ID: <20100517221508.GA3391@bobek.localdomain>

On Mon, May 17, 2010 at 02:10:43PM +0200, Emmanuel Lacour wrote:
> On Mon, May 17, 2010 at 01:53:43PM +0200, V?clav Ovs?k wrote:
> > 
> > Oh yes, I was blind that RT uses DBIx::SearchBuilder. There is
> > a subroutine BinarySafeBLOBs defined in
> > DBIx::SearchBuilder::Handle::Pg.pm and returns undef. That is - Pg is
> > considered not capable handling binary in safe manner.
> > 
> > Every value must be converted using base64 :(.
> > 
> 
> yes :(
> 
> Maybe there is a better way as of recent postgres?

PostgreSQL can handle blob, but special handling is needed during
bind_param. Alternatively the quoting of value may be used.
This is the output from attached test script:


zito at bobek:~/pokusy/devel/perl/dbi$ ./pg-blob 

synthetized binary value:0504030201000102030405

>>> WITHOUT bind_param type spec...
data from database:0504030201

>>> WITH bind_param type spec...
data from database:0504030201000102030405

>>> WITH quoted value...
quoted value: E'\\005\\004\\003\\002\\001\\000\\001\\002\\003\\004\\005'
data from database:0504030201000102030405


> AW, I did a migration from mysql to postgres 8.3 with base64 conversion
> and everything is ok.

Fine. I'm now testing added base64 encoding.

Regards
-- 
Zito
-------------- next part --------------
#!/usr/bin/env perl
use strict;
use DBI;
use DBD::Pg qw(PG_BYTEA);

my $dbh = DBI->connect('dbi:Pg:dbname=zito', undef, undef,
                    {   
                        'RaiseError' => 1,
                        'AutoCommit' => 1,
                    }
                );
$dbh->do('CREATE TEMP TABLE b ( b bytea )');
my $v = pack('H*', '0504030201000102030405');

print "\nsynthetized binary value:", unpack('H*', $v), "\n\n";

print ">>> WITHOUT bind_param type spec...\n";
$dbh->do('INSERT INTO b VALUES (?)', undef, $v);
my ($a) = $dbh->selectrow_array('SELECT * FROM b');
print "data from database:", unpack('H*', $a), "\n";
print "\n";

$dbh->do('DELETE FROM b');

print ">>> WITH bind_param type spec...\n";
my $sth = $dbh->prepare('INSERT INTO b VALUES (?)');
$sth->bind_param(1, $v, { pg_type => PG_BYTEA });
$sth->execute();
my ($a) = $dbh->selectrow_array('SELECT * FROM b');
print "data from database:", unpack('H*', $a), "\n";
print "\n";

$dbh->do('DELETE FROM b');

print ">>> WITH quoted value...\n";
my $qv = $dbh->quote($v, { pg_type => PG_BYTEA });
print "quoted value: $qv\n";
$dbh->do("INSERT INTO b VALUES ($qv)");
my ($a) = $dbh->selectrow_array('SELECT * FROM b');
print "data from database:", unpack('H*', $a), "\n";
print "\n\n";

$dbh->disconnect();


From jpierce at cambridgeenergyalliance.org  Tue May 18 00:22:49 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 18 May 2010 00:22:49 -0400
Subject: [rt-users] Searching with no case sensitivity?
In-Reply-To: <4BF19B3D.7080707@library.wisc.edu>
References: <4BF19B3D.7080707@library.wisc.edu>
Message-ID: <AANLkTikxfxNjdqZWBSM7CTbERoQ5GFMveei4I2oQ4oBh@mail.gmail.com>

On Mon, May 17, 2010 at 15:38, Peter Boguszewski
<pboguszewski at library.wisc.edu> wrote:
> Is there an easy way to turn off case sensitivity for the search feature in
> RT 3.8.x? ?I am using MySql as the database and tried a few suggestions I
> found by googling the problem but none of them work.

I'm pretty sure it's just a matter of the collation setting for your database.

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


From torben.nehmer at cancom.de  Tue May 18 02:18:14 2010
From: torben.nehmer at cancom.de (Nehmer Torben)
Date: Tue, 18 May 2010 08:18:14 +0200
Subject: [rt-users] Searching with no case sensitivity?
In-Reply-To: <AANLkTikxfxNjdqZWBSM7CTbERoQ5GFMveei4I2oQ4oBh@mail.gmail.com>
References: <4BF19B3D.7080707@library.wisc.edu>
	<AANLkTikxfxNjdqZWBSM7CTbERoQ5GFMveei4I2oQ4oBh@mail.gmail.com>
Message-ID: <AC5D0502DFE96948924DAD837EA8CFD3DBF0799E45@JETMX003.int.cancom.de>

Good morning,

>> Is there an easy way to turn off case sensitivity for the search feature in
>> RT 3.8.x?  I am using MySql as the database and tried a few suggestions I
>> found by googling the problem but none of them work.
>
> I'm pretty sure it's just a matter of the collation setting for your database.

Would you mind giving me some additional pointers, I'm having the same trouble with a Postgres Database and I am no Postgres Expert.

Best regards,
Torben Nehmer
-------
Torben Nehmer
Diplom Informatiker (FH)
Business System Developer
CANCOM Deutschland GmbH
Messerschmittstr. 20
89343 Scheppach
Germany
Tel.: +49 8225 - 996-1118
Fax: +49 8225 - 996-41118
torben.nehmer at cancom.de
www.cancom.de
CANCOM Deutschland GmbH
Sitz der Gesellschaft: Jettingen-Scheppach
HRB 10653 Memmingen
Gesch?ftsf?hrer: Paul?Holdschik, Christian Linder
Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschlie?lich f?r den Gebrauch durch den Empf?nger bestimmt! 
This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee!




From Julian.Grunnell at webfusion.com  Tue May 18 03:57:24 2010
From: Julian.Grunnell at webfusion.com (Julian Grunnell)
Date: Tue, 18 May 2010 08:57:24 +0100
Subject: [rt-users] RT & mysql / LDAP Auth
In-Reply-To: <4BED18B0.3070308@jennic.com>
References: <78D290A81905884FAFF0C025F980FA0A0261@pippa.internal.hosteurope.com>	<4BE7F3E7.90704@jennic.com>	<78D290A81905884FAFF0C025F980FA0A07D0@pippa.internal.hosteurope.com>	<4BEBF6F2.70504@jennic.com>
	<78D290A81905884FAFF0C025F980FA0A0D0B@pippa.internal.hosteurope.com>
	<4BED18B0.3070308@jennic.com>
Message-ID: <sig.17540e7d52.78D290A81905884FAFF0C025F980FA0A2067FD@pippa.internal.hosteurope.com>

>-----Original Message-----
>From: Mike Peachey [mailto:mike.peachey at jennic.com]
>Sent: 14 May 2010 10:33
>To: Julian Grunnell; rt-users at lists.bestpractical.com
>Subject: Re: [rt-users] RT & mysql / LDAP Auth
>
>Julian Grunnell wrote:
>
>> Right, thanks - that makes sense now. I misunderstood the use of this
>> and thought you had to define ALL the authentication methods you
>wanted
>> to use. So I have removed the MySQL section completely from the
config
>> and tried again with different results. Using my LDAP credentials I
>> still get "Your username or password is incorrect" BUT RT has created
>me
>> as a user, the "Let this user be granted rights" box is unchecked and
>> I'm NOT a member of any Groups. The logs created when this was done
>are:
>
>1. It found you and loaded your information from LDAP just as it
should.
>2. ExternalAuth cannot currently add you to any internal RT groups
based
>on LDAP information, this must be done in the RT administration panels.
>3. If you want LDAP users to be automatically assigned "Let this user
be
>granted rights" then you may do so with this config setting:
>  Set($AutoCreate, {Privileged => 1});
>Otherwise it will need setting manually along with group membership.
>
>
>The only thing that is now failing for you is authentication and the
>reason is now obvious:
>
>Your config
>#######################################################################
># Does authentication depend on group membership? What group name?
>'group'  =>  'GROUP_NAME',
># What is the attribute for the group object that determines
membership?
>'group_attr'  =>  'GROUP_ATTR',
>#######################################################################
>
>Your log
>#######################################################################
>[Fri May 14 08:22:42 2010]
>
>[critical]:
>
>Search for (GROUP_ATTR=CN=Julian
>Grunnell,OU=Technical,OU=Users,OU=Leeds,OU=Webfusion,OU=Hosting,OU=Corp
,
>DC=internal,DC=hosteurope,DC=com)
>
>
>failed: LDAP_INVALID_DN_SYNTAX 34
>
>#######################################################################
>
>You have told ExternalAuth that all ldap users must be in an ldap group
>named GROUP_NAME and that in order to confirm that the users are a
>member of that group, the members should be in the GROUP_ATTR attribute
>of that group.
>
>If you simply comment out group and group_attr it should work fine. If
>in future you wish to restrict access by group, ensure the group name
is
>specified in full ldap dn form.
>--
[>] 
Thanks Mike - appreciate your help with this, made the changes you
suggest and it works a treat now. Now to look at the script that can
convert to ldap style logins.

Julian.



From machielr at rdc.co.za  Tue May 18 07:07:12 2010
From: machielr at rdc.co.za (Machiel Richards)
Date: Tue, 18 May 2010 13:07:12 +0200
Subject: [rt-users] email already in use
Message-ID: <007101caf67a$461b7cd0$d2527670$@co.za>

Hi Guys

 

       We are currently using RT-3.8.5 on linux using MySQL as the database.

 

       Some tickets were created with a new staff member added to the cc via
email address.

 

       When trying to create this user now, however, we get the error: User
could not be created - email already in use.

 

 

    Can someone please assist me with how to resolve this issue?

 

 

    Your help would be greatly appreciated.

 

 

Regards

Machiel

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From mike.peachey at jennic.com  Tue May 18 07:10:36 2010
From: mike.peachey at jennic.com (Mike Peachey)
Date: Tue, 18 May 2010 12:10:36 +0100
Subject: [rt-users] email already in use
In-Reply-To: <007101caf67a$461b7cd0$d2527670$@co.za>
References: <007101caf67a$461b7cd0$d2527670$@co.za>
Message-ID: <4BF275AC.80203@jennic.com>

Machiel Richards wrote:
> Hi Guys
> 
>  
> 
>        We are currently using RT-3.8.5 on linux using MySQL as the database.
> 
>  
> 
>        Some tickets were created with a new staff member added to the cc
> via email address.
> 
>  
> 
>        When trying to create this user now, however, we get the error:
> User could not be created ? email already in use.

Find the user in the DB that already has that address and change it.

-- 
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 Paul.Synnott at teamsolutionz.com  Tue May 18 07:15:53 2010
From: Paul.Synnott at teamsolutionz.com (Paul Synnott)
Date: Tue, 18 May 2010 12:15:53 +0100
Subject: [rt-users] Mason errors
Message-ID: <OFDED3C1D5.C9B847C5-ON80257727.003D4237-80257727.003DE14A@teamsolutionz.com>

Hi guys,

In the process of setting up RT and am trying to access the web interface. 
 In the apache error log I see:

[Tue May 18 11:00:14 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. (/opt/rt3/bin/../lib/RT/Config.pm:343)
[Tue May 18 12:00:26 2010] [notice] Apache/2.2.10 (Unix) mod_ssl/2.2.10 
OpenSSL/0.9.8e-fips-rhel5 mod_auth_passthrough/2.1 mod_bwlimited/1.4 
FrontPage/5.0.2.2635 PHP/5.2.6 mod_perl/2.0.4 Perl/v5.8.8 configured -- 
resuming normal operations
[Tue May 18 11:00:26 2010] [warning]: [Mason] Cannot resolve file to 
component: /opt/rt3/share/html/index.html (is file outside component 
root?) at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 
852. (/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:852)
[Tue May 18 11:00:26 2010] [warning]: [Mason] Cannot resolve file to 
component: /opt/rt3/share/html/sys_cpanel/images/bottombody.jpg (is file 
outside component root?) at 
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 852. 
(/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:852)



I have set the Mason component path in the apache configuration file with 
:

LoadModule perl_module /usr/lib/httpd/modules/mod_perl.so
PerlModule HTML::Mason::ApacheHandler
PerlSetVar MasonCompRoot /opt/rt3/share/html
PerlSetVar MasonDataDir /opt/rt3/var/mason_data


I have also tried setting these in the RT Site config.pm file but there 
was no change in the error messages displayed.

Help please :)


Regards,
Paul

This message has been scanned for viruses by MailController - www.MailController.altohiway.com
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From aperotti at cutaway.it  Tue May 18 07:19:11 2010
From: aperotti at cutaway.it (Andrea Perotti)
Date: Tue, 18 May 2010 13:19:11 +0200
Subject: [rt-users] email already in use
In-Reply-To: <007101caf67a$461b7cd0$d2527670$@co.za>
References: <007101caf67a$461b7cd0$d2527670$@co.za>
Message-ID: <4BF277AF.9@cutaway.it>

Il 18/05/2010 13:07, Machiel Richards ha scritto:
>     Can someone please assist me with how to resolve this issue?

RT create new users when find new email addresses.
So if you make a search in the user list with the email of your
interest, you'll find that, so you'll only have to add the missing
information and if you prefer, change the username.

hth

-- 
Andrea Perotti


From machielr at rdc.co.za  Tue May 18 07:22:38 2010
From: machielr at rdc.co.za (Machiel Richards)
Date: Tue, 18 May 2010 13:22:38 +0200
Subject: [rt-users] email already in use
In-Reply-To: <4BF277AF.9@cutaway.it>
References: <007101caf67a$461b7cd0$d2527670$@co.za> <4BF277AF.9@cutaway.it>
Message-ID: <009c01caf67c$6e288f90$4a79aeb0$@co.za>

Thank you very much Andrea, did this and found what I was looking for.

Much appreciated.





From nuno.silva at inrb.pt  Tue May 18 09:24:35 2010
From: nuno.silva at inrb.pt (Nuno Silva)
Date: Tue, 18 May 2010 14:24:35 +0100
Subject: [rt-users] Parsing headers to decide which Queue to assign ticket!
Message-ID: <68867EEF6B946E40A0CBB7DA1D576AB4136C5D@INRBMSMXBE.INRB.PT>

Hi there!

 

I have one email account, but with several aliases in Exchange to
determine from which location the request came (desk at domain.com being
the main account, desk.location1 at domain.com, desk.location2 at domain.com
the aliases)

 

The RT reads the email by IMAP from the account desk at domain.com and
delivers it to the rt file in /var/spool/mail.

 

Based on that premise, I need to find out a away to move to the
respective queue, instead of going to the General Queue. Basically I
need to read the mail header and parse the "To:" and then move it to a
specific queue.

 

I'm trying to avoid creating more email accounts, since MS Exchange is
payed by account L (and I have 12 locations)

 

 

Best regards,

Nuno Silva

 

 

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From bmccormack at nextjump.com  Tue May 18 10:57:33 2010
From: bmccormack at nextjump.com (Bernard McCormack)
Date: Tue, 18 May 2010 10:57:33 -0400
Subject: [rt-users] Ticket UI
Message-ID: <2437DA37D3AF87429F50B1FBE01C973C0263841A@MASERVER1.nextjump.com>

I was wondering if there was a way to insert a saved search into a
ticket. ie I want to have a better view of the linked tickets with the
ability to see the age and status. I am Setting this up because our
users are used to it on quick base.

 

--Bernard

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From blake at eos-3.com  Tue May 18 11:00:41 2010
From: blake at eos-3.com (Blake Turner)
Date: Tue, 18 May 2010 08:00:41 -0700
Subject: [rt-users] To NotifyActor or not to NotifyActor ...
In-Reply-To: <AANLkTiki86BMG3IDj8KKvNbLvcXxlSepQygvX1IoOvl3@mail.gmail.com>
References: <jrqan1skmse4uws8w598v2cl.1273857493745@email.android.com>
	<AANLkTiki86BMG3IDj8KKvNbLvcXxlSepQygvX1IoOvl3@mail.gmail.com>
Message-ID: <009301caf69a$e27b2c40$a77184c0$@com>

> If you really want to support this sort of thing my recommendation would
>be to have the users setup to receive notifications of new tickets. They
>can then reply, and in combination with one of the scrips on the wiki,
>become the owner if they are the first to act on it.

I really like this method... I have the ticket creation notifications going
to a shared mailbox for all the users to see. but I cannot seem to find a
sample scrip on the wiki to assign ownership of a ticket based on the email
address that the reply came from. I mean I know I can set the owner of the
ticket by using:

$self->TicketObj->SetOwner('Some User');

But I cannot find a reference to pulling the email address that the reply
came from to match it with 'Some User'.

Any advice on how to make that happen? 

Thanks for the ideas!



From paul_dougherty at prn.com  Tue May 18 12:01:24 2010
From: paul_dougherty at prn.com (Dougherty Paul)
Date: Tue, 18 May 2010 09:01:24 -0700
Subject: [rt-users] FW: Custom Fields available in SeflService?
Message-ID: <C73EE97EC2AFC54DB02A6767623F96D20AE18C87@SFRHSMAIL01.am.thmulti.com>

Hello,

 

I would like for users to be able to select an "urgency" custom field
when they log in to self service and create a new ticket.

 

I have successfully created the custom field and it is viewable/editable
by staff, however I cannot get it to appear in self service when users
are creating a new ticket. Oddly, the custom field IS visible to self
service users after a ticket has been created.

 

What am I missing?

 

Much appreciated,

 

Paul

 

RT 3.8.7

OS OEL 5.4 64bit

Apache 2.2.3

mysql 5.0.77

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From jpierce at cambridgeenergyalliance.org  Tue May 18 12:24:44 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 18 May 2010 12:24:44 -0400
Subject: [rt-users] To NotifyActor or not to NotifyActor ...
In-Reply-To: <009301caf69a$e27b2c40$a77184c0$@com>
References: <jrqan1skmse4uws8w598v2cl.1273857493745@email.android.com> 
	<AANLkTiki86BMG3IDj8KKvNbLvcXxlSepQygvX1IoOvl3@mail.gmail.com> 
	<009301caf69a$e27b2c40$a77184c0$@com>
Message-ID: <AANLkTinCBhOBzunGpEB5CnPvbFHlDDCMA-xFcPOrS1LZ@mail.gmail.com>

> I really like this method... I have the ticket creation notifications going
> to a shared mailbox for all the users to see. but I cannot seem to find a
> sample scrip on the wiki to assign ownership of a ticket based on the email
> address that the reply came from. I mean I know I can set the owner of the
> ticket by using:

Ahh, it must have been from the book then:

Description: On Correspond Open Ticket
Condition: On Correspond
Action: Open Tickets
Template: Blank #Use Transaction if you want notification
Stage: TransactionCreate

That should do it.
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From jpierce at cambridgeenergyalliance.org  Tue May 18 12:26:21 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 18 May 2010 12:26:21 -0400
Subject: [rt-users] FW: Custom Fields available in SeflService?
In-Reply-To: <C73EE97EC2AFC54DB02A6767623F96D20AE18C87@SFRHSMAIL01.am.thmulti.com>
References: <C73EE97EC2AFC54DB02A6767623F96D20AE18C87@SFRHSMAIL01.am.thmulti.com>
Message-ID: <AANLkTikiMbPuUMI2u5rZpO4QtdnfOXrFctgZ-ToUnmWz@mail.gmail.com>

> What am I missing?
Have you given unprivileged users the rights to edit this field?

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


From jpierce at cambridgeenergyalliance.org  Tue May 18 12:30:40 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 18 May 2010 12:30:40 -0400
Subject: [rt-users] Ticket UI
In-Reply-To: <2437DA37D3AF87429F50B1FBE01C973C0263841A@MASERVER1.nextjump.com>
References: <2437DA37D3AF87429F50B1FBE01C973C0263841A@MASERVER1.nextjump.com>
Message-ID: <AANLkTikkT2hRSFsO92WQWMijm_wqFrbxBkLfUXXxNrp6@mail.gmail.com>

> I was wondering if there was a way to insert a saved search into a ticket.
> ie I want to have a better view of the linked tickets with the ability to
> see the age and status. I am Setting this up because our users are used to
> it on quick base.

You can make links with the wiki CustomField type, but it's a little
more work than cut and paste. You could create your own custom field
that just stores the name of the saved search, and have its display be
a link which passes the value out to simple search to be processed by
RTx::S3Invoker
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From borngunners at aol.com  Tue May 18 12:40:13 2010
From: borngunners at aol.com (borngunners at aol.com)
Date: Tue, 18 May 2010 12:40:13 -0400 (EDT)
Subject: [rt-users] Trying to install mod_perl
In-Reply-To: 26753220
References: 26753220
Message-ID: <8CCC4BFEBDDFBE6-1E40-679@webmail-d070.sysops.aol.com>

I read the link that you sent me and that helps me get the result that I got. I have pasted the configuration in the link that you sent me and
created a private link http://pastebin.com/8n6vemSK







-----Original Message-----
From: Rob MacGregor <rob.macgregor at gmail.com>
To: RT-Users <RT-Users at lists.bestpractical.com>
Sent: Mon, May 17, 2010 5:47 pm
Subject: Re: [rt-users] Trying to install mod_perl


I don't need to get multiple copies of all of your emails - please
end them to the list and the list alone.
On Mon, May 17, 2010 at 22:28,  <borngunners at aol.com> wrote:

 I have checked and made necessary corrections. Now, all I am getting is
 this:
 It Works!

 What am I missing in this case?
Appropriate configuration of Apache ;)
Did you read the URL I previously directed you to?  It's apparent that
ou haven't made the appropriate RT changes to your Apache install.
Can you upload a copy of your Apache configuration file (such as at
ttp://pastebin.com/) and provide a link to where it can be found?
-- 
                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.
uy a copy at http://rtbook.bestpractical.com

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From jpierce at cambridgeenergyalliance.org  Tue May 18 12:41:03 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 18 May 2010 12:41:03 -0400
Subject: [rt-users] Parsing headers to decide which Queue to assign
	ticket!
In-Reply-To: <68867EEF6B946E40A0CBB7DA1D576AB4136C5D@INRBMSMXBE.INRB.PT>
References: <68867EEF6B946E40A0CBB7DA1D576AB4136C5D@INRBMSMXBE.INRB.PT>
Message-ID: <AANLkTinkVgiZMouyFNQF5CYkPUjSeG2vymf34NoqQs4T@mail.gmail.com>

Does your Exchange server allow extensions? If so, rt-mailgate
--extension queue will automagically put mail for rt+queue at example.net
into the corresponding queue. You'd then just need two addresses, one
for correspondence and one for comments, if you want to allow comment
by email; which isn't necessary since privileged users have the
full-featured web interface.

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


From mstreet at alliancemed.org  Tue May 18 12:57:02 2010
From: mstreet at alliancemed.org (Mark Street)
Date: Tue, 18 May 2010 09:57:02 -0700 (PDT)
Subject: [rt-users] Email.pm - No recipients found.  Not sending
Message-ID: <1727520442.262.1274201822504.JavaMail.javamailuser@localhost>

Hi, 

I just moved an instance of RT from another server/domain to a local server and I am having problems getting Replies and outgoing mail out of RT. 

incoming mail is working fine per the logs and ticket creation in RT, however notifications and responses are not outgoing. See the log snippets from the web server log files when a response is initiated. 


[Tue May 18 16:51:28 2010] [info]: <rt-3.8.2-1265-1274201488-1190.631-5-0 at Alliance Medical Center> No recipients found. Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:338) 

[Tue May 18 16:51:28 2010] [info]: <rt-3.8.2-1265-1274201488-1312.631-7-0 at Alliance Medical Center> #631/9529 - Scrip 7 On Correspond Notify Other Recipients (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:301) 

[Tue May 18 16:51:28 2010] [info]: <rt-3.8.2-1265-1274201488-1312.631-7-0 at Alliance Medical Center> No recipients found. Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:338) 

[Tue May 18 16:51:28 2010] [info]: <rt-3.8.2-1265-1274201488-428.631-6-0 at Alliance Medical Center> #631/9529 - Scrip 6 On Correspond Notify Requestors and Ccs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:301) 

Any clues would be appreciated. 

Thanks, 
-- 
Mark Street, D.C., RHCE 
Chief Technology Officer 
Alliance Medical Center 
(707) 433-5494 
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From blake at eos-3.com  Tue May 18 12:58:07 2010
From: blake at eos-3.com (Blake Turner)
Date: Tue, 18 May 2010 09:58:07 -0700
Subject: [rt-users] To NotifyActor or not to NotifyActor ...
In-Reply-To: <AANLkTinCBhOBzunGpEB5CnPvbFHlDDCMA-xFcPOrS1LZ@mail.gmail.com>
References: <jrqan1skmse4uws8w598v2cl.1273857493745@email.android.com>
	<AANLkTiki86BMG3IDj8KKvNbLvcXxlSepQygvX1IoOvl3@mail.gmail.com>
	<009301caf69a$e27b2c40$a77184c0$@com>
	<AANLkTinCBhOBzunGpEB5CnPvbFHlDDCMA-xFcPOrS1LZ@mail.gmail.com>
Message-ID: <00c901caf6ab$4a2a3100$de7e9300$@com>

> Ahh, it must have been from the book then:
> 
> Description: On Correspond Open Ticket
> Condition: On Correspond
> Action: Open Tickets
> Template: Blank #Use Transaction if you want notification
> Stage: TransactionCreate
> 
> That should do it.

I am even more confused than ever now. That scrip is there by default, but
checking the logs after I reply to a 'ticket creation' email, that scrip
isnt invoked at all.
When a requestor sends an email to create a ticket the first scrip that runs
is:

Description: On Create Notify ALL Users
Condition: On Create
Action: Notify Other Recipients
Template: Global Template: Notify Users
Stage: TransactionCreate

The template is just a simple message to a shared mailbox:

To: csqueue at domain.com
Subject: New Ticket: {$Ticket->Subject}

A New Ticket has been created in the Client Support Queue. If you would like
to take ownership of this ticket, reply to this email with the word "take"
in the body.

... so if a user replies to that email, I want to set that user as the owner
and send the {$Ticket->Transactions->First->Content} out to that user, so
they can begin working on it.
The only piece that I cannot seem to figure out is how to have the On
Correspond scrip look at the email address, and match that to a user in RT
so that I can assign them as the owner of this ticket.




From raymond at pilotsupplies.com  Tue May 18 13:32:09 2010
From: raymond at pilotsupplies.com (raymond at pilotsupplies.com)
Date: Tue, 18 May 2010 10:32:09 -0700 (PDT)
Subject: [rt-users] Trying to install mod_perl
In-Reply-To: <8CCC417EA9DC6CC-E04-239A@webmail-m097.sysops.aol.com>
References: 26753187 <8CCC417EA9DC6CC-E04-239A@webmail-m097.sysops.aol.com>
Message-ID: <Pine.LNX.4.64.1005181029310.24815@shell2.pilotsupplies.com>

Hi,

have you tried to  rename or remove
/root/.cpan/build/mod_perl-1.31-OqZLsX

than try reinstall.

raymond


> Running make for G/GO/GOZER/mod_perl-1.31.tar.gz
> ? Has already been unwrapped into directory
> /root/.cpan/build/mod_perl-1.31-OqZLsX






On Mon, 17 May 2010, borngunners at aol.com wrote:

>
> After I uncomment the PerlRequire in my httpd.conf file, apche2 restart successfully, but then I receive the following message from my web browser:
>
> You're almost there!
> You haven't yet configured your webserver to run RT. You appear to have installed RT's web interface correctly, but haven't yet configured your web server to "run" the RT server which powers the web interface. The next step is to edit your webserver's configuration file to instruct it to use RT's mod_perl, FastCGI or SpeedyCGI handler. If you need commercial support, please contact us at sales at bestpractical.com.
>
>
> What Am I doing wrong in this case?
>
>
>
>
>
>
> -----Original Message-----
> From: Rob MacGregor <rob.macgregor at gmail.com>
> To: RT-Users <RT-Users at lists.bestpractical.com>
> Sent: Mon, May 17, 2010 4:14 pm
> Subject: Re: [rt-users] Trying to install mod_perl
>
>
> On Mon, May 17, 2010 at 20:31,  <borngunners at aol.com> wrote:
> After couple of apache2 fail, I am trying to install mod_perl in cpan and I
> got the following error messages:
>
>  cpan[1]> install mod_perl
> CPAN: Storable loaded ok (v2.18)
> Going to read '/root/.cpan/Metadata'
>   Database was generated on Mon, 17 May 2010 14:28:57 GMT
> CPAN: YAML loaded ok (v0.71)
> Going to read 125 yaml files from /root/.cpan/build/
> CPAN: Time::HiRes loaded ok (v1.9711)
> DONE
> Restored the state of none (in 2.8972 secs)
> Running install for module 'mod_perl'
> Running make for G/GO/GOZER/mod_perl-1.31.tar.gz
>   Has already been unwrapped into directory
> /root/.cpan/build/mod_perl-1.31-OqZLsX
>   '/usr/bin/perl Makefile.PL INSTALLDIRS=site' returned status 2, won't make
> Running make test
>   Make had some problems, won't test
> Running make install
>   Make had some problems, won't install
> That suggests you already have installed mod_perl.  Did you also
> onfigure it in Apache?
> See the mod_perl documentation at http://perl.apache.org/, in
> articular http://perl.apache.org/docs/2.0/user/config/config.html#Enabling_mod_perl
>> Please help me resolve this issue. What do I need to do and where is apache2
> source directory located?
> That really depends on how you installed Apache.
> Note that Apache has it's own mailing lists -
> ttp://httpd.apache.org/userslist.html.
>

-- 



Regards,

Raymond Wong


Personal motto: P.E.A.C.E
Enjoy the present
Assert your goals
Champion peace
Entrust others

From borngunners at aol.com  Tue May 18 14:25:52 2010
From: borngunners at aol.com (borngunners at aol.com)
Date: Tue, 18 May 2010 14:25:52 -0400 (EDT)
Subject: [rt-users] Trying to install mod_perl
In-Reply-To: 26753600
References: 26753600
Message-ID: <8CCC4CEAE80ED90-1E40-1C82@webmail-d070.sysops.aol.com>


This is the error that I got after I did the following :
#rm -rf /root/.cpan/build/mod_perl-1.31-OqZLsX
#cpan
CPAN> install mod_perl

CPAN: File::Temp loaded ok (v0.22)
  '/usr/bin/perl Makefile.PL INSTALLDIRS=site' returned status 2, won't make
Running make test
  Make had some problems, won't test
Running make install
  Make had some problems, won't install







-----Original Message-----
From: raymond <raymond at pilotsupplies.com>
To: borngunners <borngunners at aol.com>
Cc: rob.macgregor <rob.macgregor at gmail.com>; RT-Users <RT-Users at lists.bestpractical.com>
Sent: Tue, May 18, 2010 1:32 pm
Subject: Re: [rt-users] Trying to install mod_perl


Hi,
have you tried to  rename or remove
root/.cpan/build/mod_perl-1.31-OqZLsX
than try reinstall.
raymond

 Running make for G/GO/GOZER/mod_perl-1.31.tar.gz
   Has already been unwrapped into directory
 /root/.cpan/build/mod_perl-1.31-OqZLsX



n Mon, 17 May 2010, borngunners at aol.com wrote:
>
 After I uncomment the PerlRequire in my httpd.conf file, apche2 restart 
uccessfully, but then I receive the following message from my web browser:

 You're almost there!
 You haven't yet configured your webserver to run RT. You appear to have 
nstalled RT's web interface correctly, but haven't yet configured your web 
erver to "run" the RT server which powers the web interface. The next step is 
o edit your webserver's configuration file to instruct it to use RT's mod_perl, 
astCGI or SpeedyCGI handler. If you need commercial support, please contact us 
t sales at bestpractical.com.


 What Am I doing wrong in this case?






 -----Original Message-----
 From: Rob MacGregor <rob.macgregor at gmail.com>
 To: RT-Users <RT-Users at lists.bestpractical.com>
 Sent: Mon, May 17, 2010 4:14 pm
 Subject: Re: [rt-users] Trying to install mod_perl


 On Mon, May 17, 2010 at 20:31,  <borngunners at aol.com> wrote:
 After couple of apache2 fail, I am trying to install mod_perl in cpan and I
 got the following error messages:

  cpan[1]> install mod_perl
 CPAN: Storable loaded ok (v2.18)
 Going to read '/root/.cpan/Metadata'
   Database was generated on Mon, 17 May 2010 14:28:57 GMT
 CPAN: YAML loaded ok (v0.71)
 Going to read 125 yaml files from /root/.cpan/build/
 CPAN: Time::HiRes loaded ok (v1.9711)
 DONE
 Restored the state of none (in 2.8972 secs)
 Running install for module 'mod_perl'
 Running make for G/GO/GOZER/mod_perl-1.31.tar.gz
   Has already been unwrapped into directory
 /root/.cpan/build/mod_perl-1.31-OqZLsX
   '/usr/bin/perl Makefile.PL INSTALLDIRS=site' returned status 2, won't make
 Running make test
   Make had some problems, won't test
 Running make install
   Make had some problems, won't install
 That suggests you already have installed mod_perl.  Did you also
 onfigure it in Apache?
 See the mod_perl documentation at http://perl.apache.org/, in
 articular http://perl.apache.org/docs/2.0/user/config/config.html#Enabling_mod_perl
> Please help me resolve this issue. What do I need to do and where is apache2
 source directory located?
 That really depends on how you installed Apache.
 Note that Apache has it's own mailing lists -
 ttp://httpd.apache.org/userslist.html.

-- 

Regards,
Raymond Wong

ersonal motto: P.E.A.C.E
njoy the present
ssert your goals
hampion peace
ntrust others

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From borngunners at aol.com  Tue May 18 14:55:40 2010
From: borngunners at aol.com (borngunners at aol.com)
Date: Tue, 18 May 2010 14:55:40 -0400 (EDT)
Subject: [rt-users] Trying to install mod_perl
In-Reply-To: 26753600
References: 26753600
Message-ID: <8CCC4D2D7F9A084-1E40-22B9@webmail-d070.sysops.aol.com>





I have remove it and successfully reinstall it without the messages that showed up. Apache still keeps failing with the following error message after I look into my log:

[Tue May 18 14:47:36 2010] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server UHC Helpdesk:0, exiting...


This is my configuration file:

<VirtualHost helpdesk.uhc.umd.edu:80>
ServerName "UHC Helpdesk"
ServerAdmin helpdesk at health.umd.edu
ErrorLog /var/log/apache2/helpdesk-error.log
# config for your main content
DocumentRoot /opt/rt3/share/html/
AddDefaultCharset UTF-8
PerlRequire /opt/rt3/bin/webmux.pl
<Directory /opt/rt3/share/html/>
Order Allow,Deny
Allow from all
SetHandler perl-script

PerlResponseHandler RT::Mason
</Directory>
<Location />
</Location>
</VirtualHost>



-----Original Message-----
From: raymond <raymond at pilotsupplies.com>
To: borngunners <borngunners at aol.com>
Cc: rob.macgregor <rob.macgregor at gmail.com>; RT-Users <RT-Users at lists.bestpractical.com>
Sent: Tue, May 18, 2010 1:32 pm
Subject: Re: [rt-users] Trying to install mod_perl


Hi,
have you tried to  rename or remove
root/.cpan/build/mod_perl-1.31-OqZLsX
than try reinstall.
raymond

 Running make for G/GO/GOZER/mod_perl-1.31.tar.gz
   Has already been unwrapped into directory
 /root/.cpan/build/mod_perl-1.31-OqZLsX



n Mon, 17 May 2010, borngunners at aol.com wrote:
>
 After I uncomment the PerlRequire in my httpd.conf file, apche2 restart 
uccessfully, but then I receive the following message from my web browser:

 You're almost there!
 You haven't yet configured your webserver to run RT. You appear to have 
nstalled RT's web interface correctly, but haven't yet configured your web 
erver to "run" the RT server which powers the web interface. The next step is 
o edit your webserver's configuration file to instruct it to use RT's mod_perl, 
astCGI or SpeedyCGI handler. If you need commercial support, please contact us 
t sales at bestpractical.com.


 What Am I doing wrong in this case?






 -----Original Message-----
 From: Rob MacGregor <rob.macgregor at gmail.com>
 To: RT-Users <RT-Users at lists.bestpractical.com>
 Sent: Mon, May 17, 2010 4:14 pm
 Subject: Re: [rt-users] Trying to install mod_perl


 On Mon, May 17, 2010 at 20:31,  <borngunners at aol.com> wrote:
 After couple of apache2 fail, I am trying to install mod_perl in cpan and I
 got the following error messages:

  cpan[1]> install mod_perl
 CPAN: Storable loaded ok (v2.18)
 Going to read '/root/.cpan/Metadata'
   Database was generated on Mon, 17 May 2010 14:28:57 GMT
 CPAN: YAML loaded ok (v0.71)
 Going to read 125 yaml files from /root/.cpan/build/
 CPAN: Time::HiRes loaded ok (v1.9711)
 DONE
 Restored the state of none (in 2.8972 secs)
 Running install for module 'mod_perl'
 Running make for G/GO/GOZER/mod_perl-1.31.tar.gz
   Has already been unwrapped into directory
 /root/.cpan/build/mod_perl-1.31-OqZLsX
   '/usr/bin/perl Makefile.PL INSTALLDIRS=site' returned status 2, won't make
 Running make test
   Make had some problems, won't test
 Running make install
   Make had some problems, won't install
 That suggests you already have installed mod_perl.  Did you also
 onfigure it in Apache?
 See the mod_perl documentation at http://perl.apache.org/, in
 articular http://perl.apache.org/docs/2.0/user/config/config.html#Enabling_mod_perl
> Please help me resolve this issue. What do I need to do and where is apache2
 source directory located?
 That really depends on how you installed Apache.
 Note that Apache has it's own mailing lists -
 ttp://httpd.apache.org/userslist.html.

-- 

Regards,
Raymond Wong

ersonal motto: P.E.A.C.E
njoy the present
ssert your goals
hampion peace
ntrust others

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From kfcrocker at lbl.gov  Tue May 18 15:06:30 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 18 May 2010 12:06:30 -0700
Subject: [rt-users] Category no longer shows in ticket
In-Reply-To: <p2me9f825501004011213jb3330febr4719ef652394806c@mail.gmail.com>
References: <p2me9f825501004011213jb3330febr4719ef652394806c@mail.gmail.com>
Message-ID: <AANLkTimu5cwFsBMhZ7v39FzVx8Bc0R87Qo05ZtZaEuqF@mail.gmail.com>

To List,

Upon further testing, I've discovered that the Category of a Custom Field
only disappears from the Update Ticket screen when that Category is linked
to another CF. When I remove the link, the Category shows up again. Is this
normal? What is the reasoning for this?

Kenn
LBNL

On Thu, Apr 1, 2010 at 12:13 PM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:

> To list,
>
> When we were in 3.6.4, the category for a Custom Field would show in the
> "Modify Ticket" screen. This allowed a user to select the *category* from
> a drop-down tab and thereby shorten the list of available values to choose
> from for that CF.
> Now in 3.8.7, that *category* list/drop-down no longer shows. I *did* link
> the *category* to another CF and all those values are valid for the *
> category*. It just doesn't show up at all when in the "Modify Ticket'
> screen. This is not what my users are used to, as we started using the *
> category* field in the first place because they didn't want to scroll thru
> a bunch of values that didn't apply to their respective groups (the *
> category* itself).
> Is anyone else getting this?
>
> Thanks in advance.
>
> Kenn
> LBNL
>
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From raubvogel at gmail.com  Tue May 18 16:58:18 2010
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Tue, 18 May 2010 16:58:18 -0400
Subject: [rt-users] No To: Field being generated.
In-Reply-To: <AANLkTikPGzzyK4gLAlRvvT4nykCxRm9rTI5wY12tu_pJ@mail.gmail.com>
References: <AANLkTimTSrZNsyP_yfRxBzMtXV7SxW9BlmNeS2QjneOI@mail.gmail.com>
	<AANLkTinAivR-aNoJt2_ruKM45f4BBbSLRusgXhBRqPNf@mail.gmail.com>
	<AANLkTikPK1_LnKYkW4M4aEKOweHMoTX_-5enrbIftlk1@mail.gmail.com>
	<AANLkTikPGzzyK4gLAlRvvT4nykCxRm9rTI5wY12tu_pJ@mail.gmail.com>
Message-ID: <AANLkTinIGC-63Y75UJBR9ZNyCXbNAM36twYCKwlV4FYE@mail.gmail.com>

On Fri, May 14, 2010 at 6:24 PM, Ruslan Zakirov <ruz at bestpractical.com> wrote:
> Hello,
>
> I believe you should become more familiar with NotifyActor option.
>
      I apologize but I am still confused. From what I read
http://wiki.bestpractical.com/view/EmailInterface, I thought
NotifyActor was just there to select whether the person who replied to
the ticket gets a copy of this reply or not. Here is my test email,
which I sent from my gmail account, after being passed through RT:

Subject: [domain support #1186] A Test
From: "Mauricio Tavares" <raubvogel at gmail.com>
Date: Wed, 12 May 2010 15:28:42 -0400
Return-Path: <raubvogel at gmail.com>
Delivered-To: mauricio at domain.com
Reply-To: support at domain.com
In-Reply-To: <AANLkTiksnE66lAyxlkCIh3G6i0A2wDBCIMpGWyaAgVI_ at mail.gmail.com>
References: <RT-Ticket-1186 at domain.com>
<AANLkTiksnE66lAyxlkCIh3G6i0A2wDBCIMpGWyaAgVI_ at mail.gmail.com>
Message-ID: <rt-3.6.7-23269-1273692522-49.1186-4-0 at domain.com>
Precedence: bulk
X-RT-Loop-Prevention: domain support
RT-Ticket: domain support #1186
Managed-by: RT 3.6.7 (http://www.bestpractical.com/rt/)
RT-Originator: support at domain.com
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8

The System is Down

Now, mauricio at domain.com is a member of the support group, so it
should receive this email. But, as you can see from above, there is no
To: field.

> On Sat, May 15, 2010 at 1:34 AM, Mauricio Tavares <raubvogel at gmail.com> wrote:
>> On Tue, May 11, 2010 at 3:21 PM, Ruslan Zakirov <ruz at bestpractical.com> wrote:
>>> Mauricio,
>>>
>>> Without logs and additional info we can not help you.
>>>
>> ? ? Sorry for that. I sent a test email,
>>
>
> --
> Best regards, Ruslan.
>


From change+lists.rt at nightwind.net  Tue May 18 17:23:59 2010
From: change+lists.rt at nightwind.net (Nick Kartsioukas)
Date: Tue, 18 May 2010 14:23:59 -0700
Subject: [rt-users] No To: Field being generated.
In-Reply-To: <AANLkTinIGC-63Y75UJBR9ZNyCXbNAM36twYCKwlV4FYE@mail.gmail.com>
References: <AANLkTimTSrZNsyP_yfRxBzMtXV7SxW9BlmNeS2QjneOI@mail.gmail.com>
	<AANLkTinAivR-aNoJt2_ruKM45f4BBbSLRusgXhBRqPNf@mail.gmail.com>
	<AANLkTikPK1_LnKYkW4M4aEKOweHMoTX_-5enrbIftlk1@mail.gmail.com>
	<AANLkTikPGzzyK4gLAlRvvT4nykCxRm9rTI5wY12tu_pJ@mail.gmail.com>
	<AANLkTinIGC-63Y75UJBR9ZNyCXbNAM36twYCKwlV4FYE@mail.gmail.com>
Message-ID: <1274217839.26938.1375742063@webmail.messagingengine.com>

On Tue, 18 May 2010 16:58:18 -0400, "Mauricio Tavares"
<raubvogel at gmail.com> said:
> Now, mauricio at domain.com is a member of the support group, so it
> should receive this email. But, as you can see from above, there is no
> To: field.

If mauricio at domain.com is set up as an AdminCC watcher on the queue,
then I believe they will be bcc'ed in an email separate from what is
sent to Requestors, so the email they get will not have a To: field set.


From rob.macgregor at gmail.com  Tue May 18 17:38:52 2010
From: rob.macgregor at gmail.com (Rob MacGregor)
Date: Tue, 18 May 2010 22:38:52 +0100
Subject: [rt-users] Trying to install mod_perl
In-Reply-To: <8CCC4D2D7F9A084-1E40-22B9@webmail-d070.sysops.aol.com>
References: <8CCC4D2D7F9A084-1E40-22B9@webmail-d070.sysops.aol.com>
Message-ID: <AANLkTin3fEPGFVwwwQ3K-rJK5bI5e6oCz10twWO7qwc4@mail.gmail.com>

On Tue, May 18, 2010 at 19:55,  <borngunners at aol.com> wrote:
>
>
> I have remove it and successfully reinstall it without the messages that
> showed up. Apache still keeps failing with the following error message after
> I look into my log:
>
> [Tue May 18 14:47:36 2010] [error] Can't load Perl file:
> /opt/rt3/bin/webmux.pl for server UHC Helpdesk:0, exiting...

Does that file exist?  Can the user you're running Apache as access it?

-- 
                 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 vaclav.ovsik at i.cz  Tue May 18 18:24:33 2010
From: vaclav.ovsik at i.cz (=?iso-8859-1?Q?V=E1clav_Ovs=EDk?=)
Date: Wed, 19 May 2010 00:24:33 +0200
Subject: [rt-users] Migration from MySQL to PostgreSQL - Pg datatypes
 for blobs?
In-Reply-To: <20100517121042.GU22440@easter-eggs.com>
References: <20100514214335.GA13941@bobek.localdomain>
	<20100515052301.GH22440@easter-eggs.com>
	<20100515113536.GA29957@bobek.localdomain>
	<20100517115343.GA18294@bobek.localdomain>
	<20100517121042.GU22440@easter-eggs.com>
Message-ID: <20100518222433.GA10197@bobek.localdomain>

On Mon, May 17, 2010 at 02:10:43PM +0200, Emmanuel Lacour wrote:
> Maybe there is a better way as of recent postgres?

FYI: fwd

-- 
Zito
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From wpereira at pop-sp.rnp.br  Tue May 18 18:50:15 2010
From: wpereira at pop-sp.rnp.br (Wagner Pereira)
Date: Tue, 18 May 2010 19:50:15 -0300
Subject: [rt-users] "1;" in the RT_SiteConfig.pm file
Message-ID: <4BF319A7.20906@pop-sp.rnp.br>

Hi, folks.

Below is an excerpt (located at the end of my RT_SiteConfig.pm file):

My 'easy' question is: what this "1;" does at the final? What is its 
utility? I don't remember if I had put it there or RT came with it by 
default.

--------------------
# this has no effect for the SQLite case, the first Set() wins
# end   /etc/request-tracker3.6/RT_SiteConfig.d/51-dbconfig-common
# end   /etc/request-tracker3.6/RT_SiteConfig.d/50-debconf
1;
--------------------

Thanks in advance.

Att,

-- 

Wagner Pereira

PoP-SP/RNP - Ponto de Presen?a da RNP em S?o Paulo
CCE/USP - Centro de Computa??o Eletr?nica da Universidade de S?o Paulo
http://www.pop-sp.rnp.br
Tel. (11) 3091-8901



From raanders at cyber-office.net  Tue May 18 19:19:56 2010
From: raanders at cyber-office.net (Roderick A. Anderson)
Date: Tue, 18 May 2010 16:19:56 -0700
Subject: [rt-users] "1;" in the RT_SiteConfig.pm file
In-Reply-To: <4BF319A7.20906@pop-sp.rnp.br>
References: <4BF319A7.20906@pop-sp.rnp.br>
Message-ID: <4BF3209C.7030803@cyber-office.net>

Wagner Pereira wrote:
> Hi, folks.
> 
> Below is an excerpt (located at the end of my RT_SiteConfig.pm file):
> 
> My 'easy' question is: what this "1;" does at the final? What is its 
> utility? I don't remember if I had put it there or RT came with it by 
> default.
> 
> --------------------
> # this has no effect for the SQLite case, the first Set() wins
> # end   /etc/request-tracker3.6/RT_SiteConfig.d/51-dbconfig-common
> # end   /etc/request-tracker3.6/RT_SiteConfig.d/50-debconf
> 1;
> --------------------

All "good" Perl modules have this as the exit code/value at the end.


\\||/
Rod
-- 
> 
> Thanks in advance.
> 
> Att,
> 



From allen+rtlist at crystalfontz.com  Tue May 18 19:28:23 2010
From: allen+rtlist at crystalfontz.com (Allen)
Date: Tue, 18 May 2010 16:28:23 -0700
Subject: [rt-users] Searching with no case sensitivity?
Message-ID: <AANLkTimDINBZuUOL_SCaoBItLlR0s_45JrcrmOmN0HuB@mail.gmail.com>

> Is there an easy way to turn off case sensitivity for the search feature
> in RT 3.8.x?  I am using MySql as the database


Terrible, awful hack of DBIx::SearchBuilder.pm
(/usr/share/perl5/DBIx/SearchBuilder.pm) to transform the case
sensitive BLOB column to a case-INsensitive during WHERE clause
comparison:

line 991
+ $subclause =~ s/Attachments_[0-9]\.Content/CONVERT\($& Using latin1\)/;

If you use SearchBuilder for anything other than RT with MySQL, this
hack will break your stuff. But it will fix the RT searches to be case
insensitive. You will find "tHisORThat" when you search for
"thisorthat"


From borngunners at aol.com  Tue May 18 20:36:08 2010
From: borngunners at aol.com (borngunners at aol.com)
Date: Tue, 18 May 2010 20:36:08 -0400 (EDT)
Subject: [rt-users] Trying to install mod_perl
In-Reply-To: 26753721
References: 26753721
Message-ID: <8CCC502686848C5-127C-578C@webmail-m045.sysops.aol.com>


 
Does that file exist?  Can the user you're running Apache as access it?

I checked the file and it was in there and I am running apache as root and root seems to own the file.


 


 

 

-----Original Message-----
From: Rob MacGregor <rob.macgregor at gmail.com>
To: RT-Users <RT-Users at lists.bestpractical.com>
Sent: Tue, May 18, 2010 5:39 pm
Subject: Re: [rt-users] Trying to install mod_perl


On Tue, May 18, 2010 at 19:55,  <borngunners at aol.com> wrote:
>
>
> I have remove it and successfully reinstall it without the messages that
> showed up. Apache still keeps failing with the following error message after
> I look into my log:
>
> [Tue May 18 14:47:36 2010] [error] Can't load Perl file:
> /opt/rt3/bin/webmux.pl for server UHC Helpdesk:0, exiting...

Does that file exist?  Can the user you're running Apache as access it?

-- 
                 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 john at iastate.edu  Tue May 18 21:49:56 2010
From: john at iastate.edu (John Hascall)
Date: Tue, 18 May 2010 20:49:56 CDT
Subject: [rt-users] "1;" in the RT_SiteConfig.pm file
In-Reply-To: Your message of Tue, 18 May 2010 16:19:56 -0700.
	<4BF3209C.7030803@cyber-office.net> 
Message-ID: <13612.1274233796@malison.ait.iastate.edu>


> Wagner Pereira wrote:
> > My 'easy' question is: what this "1;" does at the final? What is its 
> > utility? I don't remember if I had put it there or RT came with it by 
> > default.

> > 1;

> All "good" Perl modules have this as the exit code/value at the end.

More specifically, if I may quote from Wikipedia...
  # A Perl module must end with a true value or else it is considered not to
  # have loaded.  By convention this value is usually 1 though it can be
  # any true value.  A module can end with false to indicate failure but
  # this is rarely used and it would instead die() (exit with an error).

John


From rob.macgregor at gmail.com  Wed May 19 02:20:06 2010
From: rob.macgregor at gmail.com (Rob MacGregor)
Date: Wed, 19 May 2010 07:20:06 +0100
Subject: [rt-users] Trying to install mod_perl
In-Reply-To: <8CCC502686848C5-127C-578C@webmail-m045.sysops.aol.com>
References: <8CCC502686848C5-127C-578C@webmail-m045.sysops.aol.com>
Message-ID: <AANLkTinvdUiNRjEdBn4clfxBD74O9gCHT5nLI1GCCBK8@mail.gmail.com>

On Wed, May 19, 2010 at 01:36,  <borngunners at aol.com> wrote:
> I checked the file and it was in there and I am running apache as root and
> root seems to own the file.

I *really* hope you're not actually running Apache as root - that's a
major security risk.

Note that pastebin.com appears to be down, you may want to upload a
copy of your Apache configuration to a different site
(http://en.wikipedia.org/wiki/Comparison_of_pastebins).

-- 
                 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 torsten.brumm at Kuehne-Nagel.com  Wed May 19 03:45:50 2010
From: torsten.brumm at Kuehne-Nagel.com (Brumm,
	Torsten / Kuehne + Nagel / Ham MI-ID)
Date: Wed, 19 May 2010 09:45:50 +0200
Subject: [rt-users] Last Call / Letzter Aufruf - RT@FFG 2010
In-Reply-To: <AANLkTinvdUiNRjEdBn4clfxBD74O9gCHT5nLI1GCCBK8@mail.gmail.com>
References: <8CCC502686848C5-127C-578C@webmail-m045.sysops.aol.com>
	<AANLkTinvdUiNRjEdBn4clfxBD74O9gCHT5nLI1GCCBK8@mail.gmail.com>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039402AE61F8@w3hamboex11.ger.win.int.kn>

Dear non german RT Users,
sorry for the post in german below. This is just a "last call" to all german RT Users for the upcoming RT Event at the German Unix User Group.

Hallo RT User,
hiermit nochmal ein letzter Aufruf fuer den RT Workshop auf dem FFG der GUUG in Koeln.

Weitere Informationen:

Allgemein: http://www.guug.de/veranstaltungen/ffg2010/index.html
Programm: http://www.guug.de/veranstaltungen/ffg2010/programm.html

Vortrag: http://www.guug.de/veranstaltungen/ffg2010/abstracts.html#3_8_2
Workshop: http://www.guug.de/veranstaltungen/ffg2010/abstracts.html#2_2_5

Wir wuerden uns freuen so viele RT Anhaenger wie moeglich begruessen zu koennen..

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 Giles.Coochey at williamhill.com  Wed May 19 04:25:09 2010
From: Giles.Coochey at williamhill.com (Giles.Coochey at williamhill.com)
Date: Wed, 19 May 2010 11:25:09 +0300
Subject: [rt-users] Approvals
In-Reply-To: <16C0C0B0A8901842AE0558A9961FF1BF15B1976774@AD-MAIL.Adgency-Domain.Ad-Gency.com>
References: <16C0C0B0A8901842AE0558A9961FF1BF15B1976774@AD-MAIL.Adgency-Domain.Ad-Gency.com>
Message-ID: <16C0C0B0A8901842AE0558A9961FF1BF15B1A6968C@AD-MAIL.Adgency-Domain.Ad-Gency.com>

> Hi,
>
> I'm trying to set up approvals within RT. Everything is still in testing and this
> isn't a live system.
>
> The version of RT is 3.8.8, upgraded from an original install of 3.8.7.
>
> I more or less have things working - tickets are created in a queue and enter
> a state of "Pending Approval", another ticket is created in the Approvals
> queue and people with the appropriate permisions can approve or reject  a
> ticket.
>
> If the ticket is approved it changes it's state from Pending Approval.
>
> If a ticket is denied, however, the original ticket does not get rejected...
>

It turns out that the reason for this was that the Approval queue was renamed from "___Approvals" to "Approvals", while this inferred to be required by the wiki, it seems to break the rejected chain to the original ticket.

I have created a Ticket Custom Field called "Approval Required" with a list of users who would approve tickets. The idea being that the approver would be set either at ticket creation, or afterwards once the ticket has been reviewed by an operator.

I have a Scrip that calls the Approval create template when the Custom Field is set - how do I set the owner of the approval ticket to the value of a custom field in the template??


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From pcbadger at gmail.com  Wed May 19 05:38:00 2010
From: pcbadger at gmail.com (vmos)
Date: Wed, 19 May 2010 02:38:00 -0700 (PDT)
Subject: [rt-users]  Does RT track logins using IP?
Message-ID: <28606018.post@talk.nabble.com>


We recently completed an upgrade of RT from version 3.3 to 3.8.7, we also
moved it out of the building to a server located in our data centre.

Now there's a problem which occurs at random times through the day but
mostly in the morning. Sometimes you'll go to RT and find yourself logged
out and sometimes you'll find yourself logged in as someone else (the
worrying thing is that sometimes it takes a while to notice you're using
someone elses account)

Now in years of using the old version this never happened, now it's
happening several times a day. I think the key thing is now that the server
is in the data centre so as far as RT is concerned we are all coming from
the same IP

So my question is , does RT cache IPs and if so, how can we disable this?

-- 
View this message in context: http://old.nabble.com/Does-RT-track-logins-using-IP--tp28606018p28606018.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From ruz at bestpractical.com  Wed May 19 08:13:39 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 19 May 2010 16:13:39 +0400
Subject: [rt-users] Does RT track logins using IP?
In-Reply-To: <28606018.post@talk.nabble.com>
References: <28606018.post@talk.nabble.com>
Message-ID: <AANLkTik4lKYDlS70_rLaCOZ3vQEVuGRKGF46IFymm3sO@mail.gmail.com>

On Wed, May 19, 2010 at 1:38 PM, vmos <pcbadger at gmail.com> wrote:
>
> We recently completed an upgrade of RT from version 3.3 to 3.8.7, we also
> moved it out of the building to a server located in our data centre.
>
> Now there's a problem which occurs at random times through the day but
> mostly in the morning. Sometimes you'll go to RT and find yourself logged
> out and sometimes you'll find yourself logged in as someone else (the
> worrying thing is that sometimes it takes a while to notice you're using
> someone elses account)
>
> Now in years of using the old version this never happened, now it's
> happening several times a day. I think the key thing is now that the server
> is in the data centre so as far as RT is concerned we are all coming from
> the same IP
>
> So my question is , does RT cache IPs and if so, how can we disable this?

RT doesn't cache IPs, doesn't use IP based auth and shouldn't behave
like you describe. Do you have proxy between data center and you?
Where do you store user's sessions: on disk or in DB?

-- 
Best regards, Ruslan.


From pcbadger at gmail.com  Wed May 19 08:19:25 2010
From: pcbadger at gmail.com (vmos)
Date: Wed, 19 May 2010 05:19:25 -0700 (PDT)
Subject: [rt-users] Does RT track logins using IP?
In-Reply-To: <AANLkTik4lKYDlS70_rLaCOZ3vQEVuGRKGF46IFymm3sO@mail.gmail.com>
References: <28606018.post@talk.nabble.com>
	<AANLkTik4lKYDlS70_rLaCOZ3vQEVuGRKGF46IFymm3sO@mail.gmail.com>
Message-ID: <28607388.post@talk.nabble.com>


There's no proxy and this location has unlimited access through the firewall.
regarding the sessions, I'm not 100% sure but there is a table in the RTDB
called "sessions" and that's actively being updated. Also, the database is
on the same server as RT


>
> So my question is , does RT cache IPs and if so, how can we disable this?

RT doesn't cache IPs, doesn't use IP based auth and shouldn't behave
like you describe. Do you have proxy between data center and you?
Where do you store user's sessions: on disk or in DB?

-- 
Best regards, Ruslan.

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



-- 
View this message in context: http://old.nabble.com/Does-RT-track-logins-using-IP--tp28606018p28607388.html
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From wpereira at pop-sp.rnp.br  Wed May 19 08:22:08 2010
From: wpereira at pop-sp.rnp.br (Wagner Pereira)
Date: Wed, 19 May 2010 09:22:08 -0300
Subject: [rt-users] "1;" in the RT_SiteConfig.pm file
In-Reply-To: <13612.1274233796@malison.ait.iastate.edu>
References: <13612.1274233796@malison.ait.iastate.edu>
Message-ID: <4BF3D7F0.7010104@pop-sp.rnp.br>

Thank Roderick and John very much to clarify this "exit code 1;" Perl's 
stuff to me.

My best wishes.

Att,

-- 

Wagner Pereira

PoP-SP/RNP - Ponto de Presen?a da RNP em S?o Paulo
CCE/USP - Centro de Computa??o Eletr?nica da Universidade de S?o Paulo
http://www.pop-sp.rnp.br
Tel. (11) 3091-8901


Em 18/5/2010 22:49, John Hascall escreveu:
>    
>> Wagner Pereira wrote:
>>      
>>> My 'easy' question is: what this "1;" does at the final? What is its
>>> utility? I don't remember if I had put it there or RT came with it by
>>> default.
>>>        
>    
>>> 1;
>>>        
>    
>> All "good" Perl modules have this as the exit code/value at the end.
>>      
> More specifically, if I may quote from Wikipedia...
>    # A Perl module must end with a true value or else it is considered not to
>    # have loaded.  By convention this value is usually 1 though it can be
>    # any true value.  A module can end with false to indicate failure but
>    # this is rarely used and it would instead die() (exit with an error).
>
> John
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>    


From jesse at bestpractical.com  Wed May 19 10:24:20 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 19 May 2010 10:24:20 -0400
Subject: [rt-users] Does RT track logins using IP?
In-Reply-To: <28606018.post@talk.nabble.com>
References: <28606018.post@talk.nabble.com>
Message-ID: <20100519142420.GB32209@bestpractical.com>




On Wed, May 19, 2010 at 02:38:00AM -0700, vmos wrote:
> 
> We recently completed an upgrade of RT from version 3.3 to 3.8.7, we also
> moved it out of the building to a server located in our data centre.
> 
> Now there's a problem which occurs at random times through the day but
> mostly in the morning. Sometimes you'll go to RT and find yourself logged
> out and sometimes you'll find yourself logged in as someone else (the
> worrying thing is that sometimes it takes a while to notice you're using
> someone elses account)
> 
> Now in years of using the old version this never happened, now it's
> happening several times a day. I think the key thing is now that the server
> is in the data centre so as far as RT is concerned we are all coming from
> the same IP
> 
> So my question is , does RT cache IPs and if so, how can we disable this?
> 

That's not RT caching IPs. It's very common that a number of users all hit RT from the same IP. That sure _sounds_ like there's now a badly behaved caching proxy between RT and your users. Maybe it's a squid someone set up to "make things faster"?




From pcbadger at gmail.com  Wed May 19 10:32:21 2010
From: pcbadger at gmail.com (vmos)
Date: Wed, 19 May 2010 07:32:21 -0700 (PDT)
Subject: [rt-users] Does RT track logins using IP?
In-Reply-To: <20100519142420.GB32209@bestpractical.com>
References: <28606018.post@talk.nabble.com>
	<20100519142420.GB32209@bestpractical.com>
Message-ID: <28609115.post@talk.nabble.com>


There is a proxy in the building but we bypass that ourselves. We did have
squid on the server that RT used to be on but we haven't used that in years


> So my question is , does RT cache IPs and if so, how can we disable this?
> 

That's not RT caching IPs. It's very common that a number of users all hit
RT from the same IP. That sure _sounds_ like there's now a badly behaved
caching proxy between RT and your users. Maybe it's a squid someone set up
to "make things faster"?



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



-- 
View this message in context: http://old.nabble.com/Does-RT-track-logins-using-IP--tp28606018p28609115.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From jesse at bestpractical.com  Wed May 19 10:33:03 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 19 May 2010 10:33:03 -0400
Subject: [rt-users] Does RT track logins using IP?
In-Reply-To: <28609115.post@talk.nabble.com>
References: <28606018.post@talk.nabble.com>
	<20100519142420.GB32209@bestpractical.com>
	<28609115.post@talk.nabble.com>
Message-ID: <20100519143302.GF32209@bestpractical.com>




On Wed, May 19, 2010 at 07:32:21AM -0700, vmos wrote:
> 
> There is a proxy in the building but we bypass that ourselves. We did have
> squid on the server that RT used to be on but we haven't used that in years

I'd put (small amounts of) money on there being some sort of a proxy (or possibly an apache reverse-proxy configuration) which is serving out cached versions of pages with users' cookies. 


From fabrice82 at gmail.com  Wed May 19 11:00:03 2010
From: fabrice82 at gmail.com (Fabrice)
Date: Wed, 19 May 2010 17:00:03 +0200
Subject: [rt-users] Host problem in Category "Links : Children"
Message-ID: <AANLkTikg4F_ZiPJNFPk0dMb1-5aPlRw5N_p1Fao3CKVo@mail.gmail.com>

Hi everybody,

We are currently testing request tracker. But we have a little problem, can
someone help me ?
In ticket display page, category link, when we have assign a children to the
ticket, the link's format isn't correct.

It is : http://localhost/Ticket/Display.html?id=287 and we should have like
in create parent's (
http://rt.mycompanydomain.com/Ticket/Create.html?Queue=6&CloneTicket=185&new-MemberOf=185)thistype
of url :
http://rt.mycompanydomain.com/Ticket/Display.html?id=287

Can someone know where is the problem ?
Thanks in advance.

Regards,
Fabrice
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From jpierce at cambridgeenergyalliance.org  Wed May 19 11:01:07 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 19 May 2010 11:01:07 -0400
Subject: [rt-users] Searching with no case sensitivity?
In-Reply-To: <AANLkTimDINBZuUOL_SCaoBItLlR0s_45JrcrmOmN0HuB@mail.gmail.com>
References: <AANLkTimDINBZuUOL_SCaoBItLlR0s_45JrcrmOmN0HuB@mail.gmail.com>
Message-ID: <AANLkTimLib47ySaUS_5owW8n3qMStCLetgPB-OEp4uUf@mail.gmail.com>

> Terrible, awful hack of DBIx::SearchBuilder.pm
That's not case-insensitive search, but case-insensitive fulltext: search

This is not necessary for searching subjects.
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From jpierce at cambridgeenergyalliance.org  Wed May 19 11:04:34 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 19 May 2010 11:04:34 -0400
Subject: [rt-users] To NotifyActor or not to NotifyActor ...
In-Reply-To: <00c901caf6ab$4a2a3100$de7e9300$@com>
References: <jrqan1skmse4uws8w598v2cl.1273857493745@email.android.com> 
	<AANLkTiki86BMG3IDj8KKvNbLvcXxlSepQygvX1IoOvl3@mail.gmail.com> 
	<009301caf69a$e27b2c40$a77184c0$@com>
	<AANLkTinCBhOBzunGpEB5CnPvbFHlDDCMA-xFcPOrS1LZ@mail.gmail.com> 
	<00c901caf6ab$4a2a3100$de7e9300$@com>
Message-ID: <AANLkTik9Vhs2GVmdhcgE9huGWIxGSS2ImbN15UZKp02k@mail.gmail.com>

Yeah, my bad.

On Correspond Auto-take by AdminCc
Action:

## based on http://wiki.bestpractical.com/view/AutoSetOwnerIfAdminCc
my $Actor = $self->TransactionObj->Creator;
my $Queue = $self->TicketObj->QueueObj;

return 1 if $Actor == $RT::SystemUser->id;
return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;

return 1 unless $Queue->IsWatcher(Type => 'AdminCc', PrincipalId => $Actor);
my($status, $msg) = $self->TicketObj->SetOwner( $Actor );
unless( $status ) {
 $RT::Logger->warning( "Can't set ticket owner to $Actor: $msg" );
 return undef;
}
return 1;
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From italovalcy at gmail.com  Wed May 19 11:38:16 2010
From: italovalcy at gmail.com (Italo Valcy)
Date: Wed, 19 May 2010 12:38:16 -0300
Subject: [rt-users] ExternalAuth versus RT::User::Load
Message-ID: <AANLkTilvyvp5InR83na879afs8d1L7Ckdbva3DnznvGM@mail.gmail.com>

Hi guys,

I'm using ExternalAuth to authenticate user against a LDAP server. But
I'm unable  to load an user that have never logged in RT (but it
exists on LDAP database).

Steps to reproduce:
  1. Create a new user account on LDAP server, let say 'testuser' (cn
= "Test User")
  2. Configure map attributes to use RealName (RT) as 'cn' (LDAP).
  3. Try to load a user in a scrip:
--------------------8<-------------------------
...
my $user = RT::User->new($RT::SystemUser);
$user->LoadByCol("RealName", "Test User");
...
--------------------8<-------------------------

Expected result: the scrip will not load the user.

My question is: Is there a way to load this user (a valid user in LDAP
server) even if he has never logged in? (I mean autocreate the user
while we load him)

Some information:
 - I'm using RT 3.6
 - I followed [1] to get LDAP authentication working (very long time
ago, and I know its deprecated now)

1 - http://wiki.bestpractical.com/view/LdapUserLocalOverlay

Thanks for any help.


Kind Regards, Italo.

-- 
Sauda??es,

Italo Valcy :: http://wiki.dcc.ufba.br/~ItaloValcy


From pcbadger at gmail.com  Wed May 19 12:21:22 2010
From: pcbadger at gmail.com (vmos)
Date: Wed, 19 May 2010 09:21:22 -0700 (PDT)
Subject: [rt-users] Does RT track logins using IP?
In-Reply-To: <20100519143302.GF32209@bestpractical.com>
References: <28606018.post@talk.nabble.com>
	<20100519142420.GB32209@bestpractical.com>
	<28609115.post@talk.nabble.com>
	<20100519143302.GF32209@bestpractical.com>
Message-ID: <28610591.post@talk.nabble.com>


I've asked about and there is no proxy server, there's a content filtering
appliance but we don't go through that at all, that's another department.


Jesse Vincent wrote:
> 
> 
> 
> 
> On Wed, May 19, 2010 at 07:32:21AM -0700, vmos wrote:
>> 
>> There is a proxy in the building but we bypass that ourselves. We did
>> have
>> squid on the server that RT used to be on but we haven't used that in
>> years
> 
> I'd put (small amounts of) money on there being some sort of a proxy (or
> possibly an apache reverse-proxy configuration) which is serving out
> cached versions of pages with users' cookies. 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 
> 

-- 
View this message in context: http://old.nabble.com/Does-RT-track-logins-using-IP--tp28606018p28610591.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From jc.listmail at gmail.com  Wed May 19 12:40:49 2010
From: jc.listmail at gmail.com (Jay Christopherson)
Date: Wed, 19 May 2010 09:40:49 -0700
Subject: [rt-users] Overriding FriendlyFromLineFormat per Queue
Message-ID: <AANLkTim9fMyrUy3UF5Xs3dW9lNh9WMUGGFbcVHCcM5oq@mail.gmail.com>

Hi-

Is there a way to override the FriendlyFromLineFormat on a per queue basis?
 In general, the  "%s via FT" is fine, but for one queue, I'd like to be
able to have the format be more generic, a la "Support via FT" or something.
 I can see how to override it via RT_SiteConfig for the entire installation,
but I want this to just apply to one queue.

Thanks!
Jay
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From jpierce at cambridgeenergyalliance.org  Wed May 19 12:50:35 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 19 May 2010 12:50:35 -0400
Subject: [rt-users] Overriding FriendlyFromLineFormat per Queue
In-Reply-To: <AANLkTim9fMyrUy3UF5Xs3dW9lNh9WMUGGFbcVHCcM5oq@mail.gmail.com>
References: <AANLkTim9fMyrUy3UF5Xs3dW9lNh9WMUGGFbcVHCcM5oq@mail.gmail.com>
Message-ID: <AANLkTikJqq8kIDs_TfFDka77efD_Id5QDc3Sj7gknk8l@mail.gmail.com>

Have you tried setting it explicitly in the templates for that queue?
In general RT defers to headers present in templates over auto-generated ones.

This likely means duplication of public-facing templates, but that's
probably preferable to hacking the codebase to wedge this in.
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From raymond at pilotsupplies.com  Wed May 19 13:02:58 2010
From: raymond at pilotsupplies.com (raymond at pilotsupplies.com)
Date: Wed, 19 May 2010 10:02:58 -0700 (PDT)
Subject: [rt-users] Trying to install mod_perl
In-Reply-To: <8CCC4D2D7F9A084-1E40-22B9@webmail-d070.sysops.aol.com>
References: 26753600 <8CCC4D2D7F9A084-1E40-22B9@webmail-d070.sysops.aol.com>
Message-ID: <Pine.LNX.4.64.1005191001120.6284@shell2.pilotsupplies.com>

HI,

does perl.load exists in

/etc/apache2/mods-enabled#

or in your main httpd.conf ?

raymond




On Tue, 18 May 2010, borngunners at aol.com wrote:

>
>
>
>
> I have remove it and successfully reinstall it without the messages that showed up. Apache still keeps failing with the following error message after I look into my log:
>
> [Tue May 18 14:47:36 2010] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server UHC Helpdesk:0, exiting...
>
>
> This is my configuration file:
>
> <VirtualHost helpdesk.uhc.umd.edu:80>
> ServerName "UHC Helpdesk"
> ServerAdmin helpdesk at health.umd.edu
> ErrorLog /var/log/apache2/helpdesk-error.log
> # config for your main content
> DocumentRoot /opt/rt3/share/html/
> AddDefaultCharset UTF-8
> PerlRequire /opt/rt3/bin/webmux.pl
> <Directory /opt/rt3/share/html/>
> Order Allow,Deny
> Allow from all
> SetHandler perl-script
>
> PerlResponseHandler RT::Mason
> </Directory>
> <Location />
> </Location>
> </VirtualHost>
>
>
>
> -----Original Message-----
> From: raymond <raymond at pilotsupplies.com>
> To: borngunners <borngunners at aol.com>
> Cc: rob.macgregor <rob.macgregor at gmail.com>; RT-Users <RT-Users at lists.bestpractical.com>
> Sent: Tue, May 18, 2010 1:32 pm
> Subject: Re: [rt-users] Trying to install mod_perl
>
>
> Hi,
> have you tried to  rename or remove
> root/.cpan/build/mod_perl-1.31-OqZLsX
> than try reinstall.
> raymond
>
> Running make for G/GO/GOZER/mod_perl-1.31.tar.gz
>   Has already been unwrapped into directory
> /root/.cpan/build/mod_perl-1.31-OqZLsX
>
>
>
> n Mon, 17 May 2010, borngunners at aol.com wrote:
>>
> After I uncomment the PerlRequire in my httpd.conf file, apche2 restart
> uccessfully, but then I receive the following message from my web browser:
>
> You're almost there!
> You haven't yet configured your webserver to run RT. You appear to have
> nstalled RT's web interface correctly, but haven't yet configured your web
> erver to "run" the RT server which powers the web interface. The next step is
> o edit your webserver's configuration file to instruct it to use RT's mod_perl,
> astCGI or SpeedyCGI handler. If you need commercial support, please contact us
> t sales at bestpractical.com.
>
>
> What Am I doing wrong in this case?
>
>
>
>
>
>
> -----Original Message-----
> From: Rob MacGregor <rob.macgregor at gmail.com>
> To: RT-Users <RT-Users at lists.bestpractical.com>
> Sent: Mon, May 17, 2010 4:14 pm
> Subject: Re: [rt-users] Trying to install mod_perl
>
>
> On Mon, May 17, 2010 at 20:31,  <borngunners at aol.com> wrote:
> After couple of apache2 fail, I am trying to install mod_perl in cpan and I
> got the following error messages:
>
>  cpan[1]> install mod_perl
> CPAN: Storable loaded ok (v2.18)
> Going to read '/root/.cpan/Metadata'
>   Database was generated on Mon, 17 May 2010 14:28:57 GMT
> CPAN: YAML loaded ok (v0.71)
> Going to read 125 yaml files from /root/.cpan/build/
> CPAN: Time::HiRes loaded ok (v1.9711)
> DONE
> Restored the state of none (in 2.8972 secs)
> Running install for module 'mod_perl'
> Running make for G/GO/GOZER/mod_perl-1.31.tar.gz
>   Has already been unwrapped into directory
> /root/.cpan/build/mod_perl-1.31-OqZLsX
>   '/usr/bin/perl Makefile.PL INSTALLDIRS=site' returned status 2, won't make
> Running make test
>   Make had some problems, won't test
> Running make install
>   Make had some problems, won't install
> That suggests you already have installed mod_perl.  Did you also
> onfigure it in Apache?
> See the mod_perl documentation at http://perl.apache.org/, in
> articular http://perl.apache.org/docs/2.0/user/config/config.html#Enabling_mod_perl
>> Please help me resolve this issue. What do I need to do and where is apache2
> source directory located?
> That really depends on how you installed Apache.
> Note that Apache has it's own mailing lists -
> ttp://httpd.apache.org/userslist.html.
>
>

-- 



Regards,

Raymond Wong


Personal motto: P.E.A.C.E
Enjoy the present
Assert your goals
Champion peace
Entrust others


From scott at myemma.com  Wed May 19 13:40:50 2010
From: scott at myemma.com (Scott Sears)
Date: Wed, 19 May 2010 12:40:50 -0500
Subject: [rt-users] Bookmarked Tickets portlet not available in
	RT_at_a_glance
Message-ID: <6F5F5C17-5BCA-47E9-AA5A-4C982D873F15@myemma.com>

Greetings-

* My problem in a nutshell:
I do not see the Bookmarked Tickets portlet in my list of available  
portlets in the RT_at_a_glance configuration.

* Background:
We are migrating RT from 3.6.5 to 3.8.7. Both running on Centos 5.4.  
The new server is not yet in a production environment.
I have rebuilt the entire system on a new more robust server and  
exported/imported/upgraded the database into a new mysql instance  
v5.0.77 (the version of mysql has not changed)
The database export/import and schema update appear to have been  
successful.
I have installed several Extensions and Callbacks documented in the RT  
wiki including Colored Priorities, Rights Matrix,  
ExtractCustomFieldValues and CommandsByEmail.
My RT user has superuser privileges.

* I found this in http://wiki.bestpractical.com/view/ManualUsingWebInterface 
:
RT AT A GLANCE / LEFT COLUMN
"Bookmarked tickets: New in 3.8 (CHECKME) is a facility where you can  
bookmark any ticket while you're looking at it, no matter its queue or  
owner, by clicking on an empty star (like the FireFox 3 bookmark star)  
in the top right corner of the page. Tickets you've bookmarked in this  
way will be displayed in this panel. "

* Where I've looked to do the legwork:
Google, the RT manual, wiki.bestpractical.com, rt-users lists archive
disambiguation of a ticket bookmark and a browser bookmark has made  
the search slow-going, but I haven't seen any other user describe this  
problem. I'm sure this is somehow my fault, but I have run out of  
leads. Actually I haven't found any leads for resolving this problem  
at all.

Can anyone kindly provide some breadcrumbs for me to follow? I suspect  
I'm lacking the understanding of a fundamental concept. I  look  
forward to being fully embarrassed.

Thanks very much for your time.

Scott

Infrastructure Team  |  Emma?
scott at myemma.com




From javoskam at uwaterloo.ca  Wed May 19 13:56:13 2010
From: javoskam at uwaterloo.ca (Jeff Voskamp)
Date: Wed, 19 May 2010 13:56:13 -0400
Subject: [rt-users] Does RT track logins using IP?
In-Reply-To: <28610591.post@talk.nabble.com>
References: <28606018.post@talk.nabble.com>	<20100519142420.GB32209@bestpractical.com>	<28609115.post@talk.nabble.com>	<20100519143302.GF32209@bestpractical.com>
	<28610591.post@talk.nabble.com>
Message-ID: <4BF4263D.2040607@uwaterloo.ca>

On 05/19/2010 12:21 PM, vmos wrote:
> I've asked about and there is no proxy server, there's a content filtering
> appliance but we don't go through that at all, that's another department.
>
>
> Jesse Vincent wrote:
>    
>>
>>
>>
>> On Wed, May 19, 2010 at 07:32:21AM -0700, vmos wrote:
>>      
>>> There is a proxy in the building but we bypass that ourselves. We did
>>> have
>>> squid on the server that RT used to be on but we haven't used that in
>>> years
>>>        
>> I'd put (small amounts of) money on there being some sort of a proxy (or
>> possibly an apache reverse-proxy configuration) which is serving out
>> cached versions of pages with users' cookies.
>>      
I recall this coming up on the mailing list a few months ago - it was an 
apache module, although the name escapes me at the moment.  You'd have 
to search the archives.

Jeff Voskamp


From borngunners at aol.com  Wed May 19 15:11:33 2010
From: borngunners at aol.com (borngunners at aol.com)
Date: Wed, 19 May 2010 15:11:33 -0400 (EDT)
Subject: [rt-users] Trying to install mod_perl
In-Reply-To: 26754180
References: 26754180
Message-ID: <8CCC59E3AA69CC7-E40-12A5@Webmail-d107.sysops.aol.com>


So, lets say I have reinstall the entire OS and install the dependencies and get the following results, which at the end all dependencies have been found. Why am I missing the 3 things in red? What have I missed?


root at helpdesk:~/rt-3.8.8# make install
/usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql --with-fastcgi
perl:
        >=5.8.3(5.10.0) ...found
users:
        rt group (www) ...MISSING
        bin owner (root) ...found
        libs owner (root) ...found
        libs group (bin) ...found
        web owner (www) ...MISSING
        web group (www) ...MISSING
            


-----Original Message-----
From: raymond <raymond at pilotsupplies.com>
To: borngunners <borngunners at aol.com>
Cc: RT-Users <RT-Users at lists.bestpractical.com>
Sent: Wed, May 19, 2010 1:03 pm
Subject: Re: [rt-users] Trying to install mod_perl


HI,
does perl.load exists in
/etc/apache2/mods-enabled#
or in your main httpd.conf ?
raymond


n Tue, 18 May 2010, borngunners at aol.com wrote:
>



 I have remove it and successfully reinstall it without the messages that 
howed up. Apache still keeps failing with the following error message after I 
ook into my log:

 [Tue May 18 14:47:36 2010] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl 
or server UHC Helpdesk:0, exiting...


 This is my configuration file:

 <VirtualHost helpdesk.uhc.umd.edu:80>
 ServerName "UHC Helpdesk"
 ServerAdmin helpdesk at health.umd.edu
 ErrorLog /var/log/apache2/helpdesk-error.log
 # config for your main content
 DocumentRoot /opt/rt3/share/html/
 AddDefaultCharset UTF-8
 PerlRequire /opt/rt3/bin/webmux.pl
 <Directory /opt/rt3/share/html/>
 Order Allow,Deny
 Allow from all
 SetHandler perl-script

 PerlResponseHandler RT::Mason
 </Directory>
 <Location />
 </Location>
 </VirtualHost>



 -----Original Message-----
 From: raymond <raymond at pilotsupplies.com>
 To: borngunners <borngunners at aol.com>
 Cc: rob.macgregor <rob.macgregor at gmail.com>; RT-Users <RT-Users at lists.bestpractical.com>
 Sent: Tue, May 18, 2010 1:32 pm
 Subject: Re: [rt-users] Trying to install mod_perl


 Hi,
 have you tried to  rename or remove
 root/.cpan/build/mod_perl-1.31-OqZLsX
 than try reinstall.
 raymond

 Running make for G/GO/GOZER/mod_perl-1.31.tar.gz
   Has already been unwrapped into directory
 /root/.cpan/build/mod_perl-1.31-OqZLsX



 n Mon, 17 May 2010, borngunners at aol.com wrote:
>
 After I uncomment the PerlRequire in my httpd.conf file, apche2 restart
 uccessfully, but then I receive the following message from my web browser:

 You're almost there!
 You haven't yet configured your webserver to run RT. You appear to have
 nstalled RT's web interface correctly, but haven't yet configured your web
 erver to "run" the RT server which powers the web interface. The next step is
 o edit your webserver's configuration file to instruct it to use RT's 
od_perl,
 astCGI or SpeedyCGI handler. If you need commercial support, please contact us
 t sales at bestpractical.com.


 What Am I doing wrong in this case?






 -----Original Message-----
 From: Rob MacGregor <rob.macgregor at gmail.com>
 To: RT-Users <RT-Users at lists.bestpractical.com>
 Sent: Mon, May 17, 2010 4:14 pm
 Subject: Re: [rt-users] Trying to install mod_perl


 On Mon, May 17, 2010 at 20:31,  <borngunners at aol.com> wrote:
 After couple of apache2 fail, I am trying to install mod_perl in cpan and I
 got the following error messages:

  cpan[1]> install mod_perl
 CPAN: Storable loaded ok (v2.18)
 Going to read '/root/.cpan/Metadata'
   Database was generated on Mon, 17 May 2010 14:28:57 GMT
 CPAN: YAML loaded ok (v0.71)
 Going to read 125 yaml files from /root/.cpan/build/
 CPAN: Time::HiRes loaded ok (v1.9711)
 DONE
 Restored the state of none (in 2.8972 secs)
 Running install for module 'mod_perl'
 Running make for G/GO/GOZER/mod_perl-1.31.tar.gz
   Has already been unwrapped into directory
 /root/.cpan/build/mod_perl-1.31-OqZLsX
   '/usr/bin/perl Makefile.PL INSTALLDIRS=site' returned status 2, won't make
 Running make test
   Make had some problems, won't test
 Running make install
   Make had some problems, won't install
 That suggests you already have installed mod_perl.  Did you also
 onfigure it in Apache?
 See the mod_perl documentation at http://perl.apache.org/, in
 articular http://perl.apache.org/docs/2.0/user/config/config.html#Enabling_mod_perl
> Please help me resolve this issue. What do I need to do and where is apache2
 source directory located?
 That really depends on how you installed Apache.
 Note that Apache has it's own mailing lists -
 ttp://httpd.apache.org/userslist.html.


-- 

Regards,
Raymond Wong

ersonal motto: P.E.A.C.E
njoy the present
ssert your goals
hampion peace
ntrust others

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From borngunners at aol.com  Wed May 19 16:27:14 2010
From: borngunners at aol.com (borngunners at aol.com)
Date: Wed, 19 May 2010 16:27:14 -0400 (EDT)
Subject: [rt-users] Make install issue
Message-ID: <8CCC5A8CD55B7AB-E40-20F0@Webmail-d107.sysops.aol.com>


I am missing something and an error message at the end of make install 

root at helpdesk:~/rt-3.8.8# make install
/usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql --with-fastcgi
perl:
        >=5.8.3(5.10.0) ...found
users:
        rt group (www) ...MISSING
        bin owner (root) ...found
        libs owner (root) ...found
        libs group (bin) ...found
        web owner (www) ...MISSING
        web group (www) ...MISSING

All dependencies have been found.
/opt/local/bin/ginstall -c -m 0755 -o root -g www -d /opt/rt3/etc
make: /opt/local/bin/ginstall: Command not found
make: *** [config-install] Error 127
root at helpdesk:~/rt-3.8.8#




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From blake at eos-3.com  Wed May 19 17:22:42 2010
From: blake at eos-3.com (Blake Turner)
Date: Wed, 19 May 2010 14:22:42 -0700
Subject: [rt-users] To NotifyActor or not to NotifyActor ...
In-Reply-To: <AANLkTik9Vhs2GVmdhcgE9huGWIxGSS2ImbN15UZKp02k@mail.gmail.com>
References: <jrqan1skmse4uws8w598v2cl.1273857493745@email.android.com>
	<AANLkTiki86BMG3IDj8KKvNbLvcXxlSepQygvX1IoOvl3@mail.gmail.com>
	<009301caf69a$e27b2c40$a77184c0$@com>
	<AANLkTinCBhOBzunGpEB5CnPvbFHlDDCMA-xFcPOrS1LZ@mail.gmail.com>
	<00c901caf6ab$4a2a3100$de7e9300$@com>
	<AANLkTik9Vhs2GVmdhcgE9huGWIxGSS2ImbN15UZKp02k@mail.gmail.com>
Message-ID: <00ba01caf799$6af94b20$40ebe160$@com>

Jerrad,

	Thanks a lot. I actually ended up using the AutoSetOwner that was
linked on the page you posted. But in any event, it worked perfectly !


-----Original Message-----
From: Jerrad Pierce [mailto:jpierce at cambridgeenergyalliance.org] 
Sent: Wednesday, May 19, 2010 8:05 AM
To: Blake Turner
Cc: rt-users
Subject: Re: [rt-users] To NotifyActor or not to NotifyActor ...

Yeah, my bad.

On Correspond Auto-take by AdminCc
Action:

## based on http://wiki.bestpractical.com/view/AutoSetOwnerIfAdminCc
my $Actor = $self->TransactionObj->Creator;
my $Queue = $self->TicketObj->QueueObj;

return 1 if $Actor == $RT::SystemUser->id;
return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;

return 1 unless $Queue->IsWatcher(Type => 'AdminCc', PrincipalId => $Actor);
my($status, $msg) = $self->TicketObj->SetOwner( $Actor );
unless( $status ) {
 $RT::Logger->warning( "Can't set ticket owner to $Actor: $msg" );
 return undef;
}
return 1;
-- 
Cambridge Energy Alliance: Save money. Save the planet.



From pmorger at junisphere.net  Thu May 20 04:56:31 2010
From: pmorger at junisphere.net (Philipp Morger)
Date: Thu, 20 May 2010 10:56:31 +0200
Subject: [rt-users] Problem: Requestor and Cc not filled when creating new
	Ticket
Message-ID: <B8DECFDCDEBF2C458D911D842FB121CB20EA19@office01.Junisphere.local>

Dear List

I evaluating RT 3.8 (3.8.7 to be specific) on Ubuntu 10.04, installed
from dist packages - fresh install.

I configured a test install where I created two queues. In each queue I
assigned a group to the Cc Watchers.
In each of thoses two groups is a user and I carefully set the
permissions on the group that a user of one group
can only create and see his group - so far so good.

The issue I have is, that when the user logs into the RT web UI and
starts to create a ticket, that the 
"Requestor" and "Cc" fields are blank, and even worse is that the user
can modify those fields. I was able to 
have the Requestor autofilled by giving the user an email address. Yet,
I don't want that the user can set any 
of the two fields and like to have those fields autofilled anyway - so
that when this user or a user of his group
sees all the tickets in the "RT at a glance", which I actually can only
achieve by manually setting the requestor 
and CC in the people tab after the ticket has been created.

So summarize what I want to accomplish:
- Don't show the "Requestor", "Cc" and "Admin Cc" fields when a user
creates a ticket.
- Automatically set the "People" values "Requestor" to the user that
opened the ticket, regardless if he has no email assigned. 
  And add set the "Cc" and "Admin Cc" from the queue watchers setting.

Thanks in advance for some lines pointing me into the right direction.

Regards
Philipp


From Steven.Platt at hpa.org.uk  Thu May 20 08:28:41 2010
From: Steven.Platt at hpa.org.uk (Steven Platt)
Date: Thu, 20 May 2010 13:28:41 +0100
Subject: [rt-users] Date format to set Due Date with scrip?
Message-ID: <79236A26CC00114CBD0F3571FD5B883E51B5CE@colhpaexc010.HPA.org.uk>

Hi,

The config setting 'Requests should be due in:' is not working, so I'm
trying to write a scrip to set the DueDate on ticket creation. I'm on RT
v3.6.2 and don't want to upgrade just for this issue.

Following advice on the wiki I've got the following


Condition: 	On Create
Action:		user defined
Template:	Global template: blank

Custom action prep code:	1;
Custom action cleanup code:

use Date::Calc qw(:all);

($year,$month,$day) = Today([$gmt]);
($year2,$month2,$day2) = Add_Delta_Days($year,$month,$day,"7");
$string = Date_to_Text($year2,$month2,$day2);
$lower = ISO_LC($string);
$self->TicketObj->SetDue($lower);


Due Date is not set though :-(

Running this on command line, $lower prints a date formatted as 'thu
27-may-2010'
I can hack around with the date format if someone can tell me what it
should be so that RT will accept it into the database (postgres).

Thanks

Steve

Dr Steven Platt
Bioinformatician
Health Protection Agency
Centre for Infections
London
www.hpa.org.uk/bioinformatics



-----------------------------------------
**************************************************************************
The information contained in the EMail and any attachments is
confidential and intended solely and for the attention and use of
the named addressee(s). It may not be disclosed to any other person
without the express authority of the HPA, or the intended
recipient, or both. If you are not the intended recipient, you must
not disclose, copy, distribute or retain this message or any part
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From cloos at netcologne.de  Thu May 20 09:24:10 2010
From: cloos at netcologne.de (Christian Loos)
Date: Thu, 20 May 2010 15:24:10 +0200
Subject: [rt-users] Date format to set Due Date with scrip?
In-Reply-To: <79236A26CC00114CBD0F3571FD5B883E51B5CE@colhpaexc010.HPA.org.uk>
References: <79236A26CC00114CBD0F3571FD5B883E51B5CE@colhpaexc010.HPA.org.uk>
Message-ID: <4BF537FA.8050500@netcologne.de>

I think better would be this way:

my $Due = new RT::Date( $self->CurrentUser );
$Due->SetToNow;
$Due->AddDays( 7 );
$self->TicketObj->SetDue( Format =>, 'ISO', Value => $Due->ISO );


-- 
Chris

Am 20.05.2010 14:28, schrieb Steven Platt:
> Hi,
> 
> The config setting ?Requests should be due in:? is not working, so I?m
> trying to write a scrip to set the DueDate on ticket creation. I?m on RT
> v3.6.2 and don?t want to upgrade just for this issue.
> 
> Following advice on the wiki I?ve got the following
> 
> Condition:      On Create
> 
> Action:         user defined
> 
> Template:       Global template: blank
> 
> Custom action prep code:        1;
> 
> Custom action cleanup code:
> 
> use Date::Calc qw(:all);
> 
> ($year,$month,$day) = Today([$gmt]);
> 
> ($year2,$month2,$day2) = Add_Delta_Days($year,$month,$day,"7");
> 
> $string = Date_to_Text($year2,$month2,$day2);
> 
> $lower = ISO_LC($string);
> 
> $self->TicketObj->SetDue($lower);
> 
> Due Date is not set though L
> 
> Running this on command line, $lower prints a date formatted as ?thu
> 27-may-2010?
> 
> I can hack around with the date format if someone can tell me what it
> should be so that RT will accept it into the database (postgres).
> 
> Thanks
> 
> Steve
> 
> Dr Steven Platt
> 
> Bioinformatician
> 
> Health Protection Agency
> 
> Centre for Infections
> 
> London
> 
> ___www.hpa.org.uk/bioinformatics_ <http://www.hpa.org.uk/bioinformatics>
> 
> ------------------------------------------------------------------------
> 
> *
> **************************************************************************
> The information contained in the EMail and any attachments is
> confidential and intended solely and for the attention and use of the
> named addressee(s). It may not be disclosed to any other person without
> the express authority of the HPA, or the intended recipient, or both. If
> you are not the intended recipient, you must not disclose, copy,
> distribute or retain this message or any part of it. This footnote also
> confirms that this EMail has been swept for computer viruses, but please
> re-sweep any attachments before opening or saving. HTTP://www.HPA.org.uk
> ************************************************************************** *
> 
> 
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From Steven.Platt at hpa.org.uk  Thu May 20 09:44:02 2010
From: Steven.Platt at hpa.org.uk (Steven Platt)
Date: Thu, 20 May 2010 14:44:02 +0100
Subject: [rt-users] Date format to set Due Date with scrip?
In-Reply-To: <4BF537FA.8050500@netcologne.de>
References: <79236A26CC00114CBD0F3571FD5B883E51B5CE@colhpaexc010.HPA.org.uk>
	<4BF537FA.8050500@netcologne.de>
Message-ID: <79236A26CC00114CBD0F3571FD5B883E51B5D1@colhpaexc010.HPA.org.uk>

Thanks Chris,

Unfortunately this gives me a 'ticket could not be created due to an
internal error' message. Tried it both as a regular and as a privileged
user.

The notification emails are generated but a search for the ticket number
gives 'Could not load ticket NUMBER'. The ticket number is also
incremented.


teve


-----Original Message-----
From: Christian Loos [mailto:cloos at netcologne.de] 
Sent: 20 May 2010 14:24
To: Steven Platt
Cc: rt-users at lists.bestpractical.com
Subject: Re: Date format to set Due Date with scrip?

I think better would be this way:

my $Due = new RT::Date( $self->CurrentUser );
$Due->SetToNow;
$Due->AddDays( 7 );
$self->TicketObj->SetDue( Format =>, 'ISO', Value => $Due->ISO );


-- 
Chris

Am 20.05.2010 14:28, schrieb Steven Platt:
> Hi,
> 
> The config setting 'Requests should be due in:' is not working, so I'm
> trying to write a scrip to set the DueDate on ticket creation. I'm on
RT
> v3.6.2 and don't want to upgrade just for this issue.
> 
> Following advice on the wiki I've got the following
> 
> Condition:      On Create
> 
> Action:         user defined
> 
> Template:       Global template: blank
> 
> Custom action prep code:        1;
> 
> Custom action cleanup code:
> 
> use Date::Calc qw(:all);
> 
> ($year,$month,$day) = Today([$gmt]);
> 
> ($year2,$month2,$day2) = Add_Delta_Days($year,$month,$day,"7");
> 
> $string = Date_to_Text($year2,$month2,$day2);
> 
> $lower = ISO_LC($string);
> 
> $self->TicketObj->SetDue($lower);
> 
> Due Date is not set though L
> 
> Running this on command line, $lower prints a date formatted as 'thu
> 27-may-2010'
> 
> I can hack around with the date format if someone can tell me what it
> should be so that RT will accept it into the database (postgres).
> 
> Thanks
> 
> Steve
> 
> Dr Steven Platt
> 
> Bioinformatician
> 
> Health Protection Agency
> 
> Centre for Infections
> 
> London
> 
> ___www.hpa.org.uk/bioinformatics_
<http://www.hpa.org.uk/bioinformatics>
> 
>
------------------------------------------------------------------------
> 
> *
>
************************************************************************
**
> The information contained in the EMail and any attachments is
> confidential and intended solely and for the attention and use of the
> named addressee(s). It may not be disclosed to any other person
without
> the express authority of the HPA, or the intended recipient, or both.
If
> you are not the intended recipient, you must not disclose, copy,
> distribute or retain this message or any part of it. This footnote
also
> confirms that this EMail has been swept for computer viruses, but
please
> re-sweep any attachments before opening or saving.
HTTP://www.HPA.org.uk
>
************************************************************************
** *
> 
> 
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

-----------------------------------------
**************************************************************************
The information contained in the EMail and any attachments is
confidential and intended solely and for the attention and use of
the named addressee(s). It may not be disclosed to any other person
without the express authority of the HPA, or the intended
recipient, or both. If you are not the intended recipient, you must
not disclose, copy, distribute or retain this message or any part
of it. This footnote also confirms that this EMail has been swept
for computer viruses, but please re-sweep any attachments before
opening or saving. HTTP://www.HPA.org.uk
**************************************************************************


From CLoos at netcologne.de  Thu May 20 10:40:38 2010
From: CLoos at netcologne.de (Loos, Christian)
Date: Thu, 20 May 2010 16:40:38 +0200
Subject: [rt-users] Date format to set Due Date with scrip?
In-Reply-To: <79236A26CC00114CBD0F3571FD5B883E51B5D1@colhpaexc010.HPA.org.uk>
Message-ID: <015F3751F8AC3B42BCA8C4854412B5204019BA6ABB@NCvMAIL01.netcologne.intern>

You need in Custom action prep code: 
return 1;
and at the end of my example also a: 
return 1; 


> -----Urspr?ngliche Nachricht-----
> Von: Steven Platt [mailto:Steven.Platt at hpa.org.uk] 
> Gesendet: Donnerstag, 20. Mai 2010 15:44
> An: Loos, Christian
> Cc: rt-users at lists.bestpractical.com
> Betreff: RE: Date format to set Due Date with scrip?
> 
> Thanks Chris,
> 
> Unfortunately this gives me a 'ticket could not be created due to an
> internal error' message. Tried it both as a regular and as a 
> privileged
> user.
> 
> The notification emails are generated but a search for the 
> ticket number
> gives 'Could not load ticket NUMBER'. The ticket number is also
> incremented.
> 
> 
> teve
> 
> 
> -----Original Message-----
> From: Christian Loos [mailto:cloos at netcologne.de] 
> Sent: 20 May 2010 14:24
> To: Steven Platt
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: Date format to set Due Date with scrip?
> 
> I think better would be this way:
> 
> my $Due = new RT::Date( $self->CurrentUser );
> $Due->SetToNow;
> $Due->AddDays( 7 );
> $self->TicketObj->SetDue( Format =>, 'ISO', Value => $Due->ISO );
> 
> 
> -- 
> Chris
> 
> Am 20.05.2010 14:28, schrieb Steven Platt:
> > Hi,
> > 
> > The config setting 'Requests should be due in:' is not 
> working, so I'm
> > trying to write a scrip to set the DueDate on ticket 
> creation. I'm on
> RT
> > v3.6.2 and don't want to upgrade just for this issue.
> > 
> > Following advice on the wiki I've got the following
> > 
> > Condition:      On Create
> > 
> > Action:         user defined
> > 
> > Template:       Global template: blank
> > 
> > Custom action prep code:        1;
> > 
> > Custom action cleanup code:
> > 
> > use Date::Calc qw(:all);
> > 
> > ($year,$month,$day) = Today([$gmt]);
> > 
> > ($year2,$month2,$day2) = Add_Delta_Days($year,$month,$day,"7");
> > 
> > $string = Date_to_Text($year2,$month2,$day2);
> > 
> > $lower = ISO_LC($string);
> > 
> > $self->TicketObj->SetDue($lower);
> > 
> > Due Date is not set though L
> > 
> > Running this on command line, $lower prints a date formatted as 'thu
> > 27-may-2010'
> > 
> > I can hack around with the date format if someone can tell 
> me what it
> > should be so that RT will accept it into the database (postgres).
> > 
> > Thanks
> > 
> > Steve
> > 
> > Dr Steven Platt
> > 
> > Bioinformatician
> > 
> > Health Protection Agency
> > 
> > Centre for Infections
> > 
> > London
> > 
> > ___www.hpa.org.uk/bioinformatics_
> <http://www.hpa.org.uk/bioinformatics>
> > 
> >
> --------------------------------------------------------------
> ----------
> > 
> > *
> >
> **************************************************************
> **********
> **
> > The information contained in the EMail and any attachments is
> > confidential and intended solely and for the attention and 
> use of the
> > named addressee(s). It may not be disclosed to any other person
> without
> > the express authority of the HPA, or the intended 
> recipient, or both.
> If
> > you are not the intended recipient, you must not disclose, copy,
> > distribute or retain this message or any part of it. This footnote
> also
> > confirms that this EMail has been swept for computer viruses, but
> please
> > re-sweep any attachments before opening or saving.
> HTTP://www.HPA.org.uk
> >
> **************************************************************
> **********
> ** *
> > 
> > 
> > 
> > 
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> 
> -----------------------------------------
> **************************************************************
> ************
> The information contained in the EMail and any attachments is
> confidential and intended solely and for the attention and use of
> the named addressee(s). It may not be disclosed to any other person
> without the express authority of the HPA, or the intended
> recipient, or both. If you are not the intended recipient, you must
> not disclose, copy, distribute or retain this message or any part
> of it. This footnote also confirms that this EMail has been swept
> for computer viruses, but please re-sweep any attachments before
> opening or saving. HTTP://www.HPA.org.uk
> **************************************************************
> ************
> 

From Steven.Platt at hpa.org.uk  Thu May 20 10:58:24 2010
From: Steven.Platt at hpa.org.uk (Steven Platt)
Date: Thu, 20 May 2010 15:58:24 +0100
Subject: [rt-users] Date format to set Due Date with scrip?
In-Reply-To: <015F3751F8AC3B42BCA8C4854412B5204019BA6ABB@NCvMAIL01.netcologne.intern>
References: <79236A26CC00114CBD0F3571FD5B883E51B5D1@colhpaexc010.HPA.org.uk>
	<015F3751F8AC3B42BCA8C4854412B5204019BA6ABB@NCvMAIL01.netcologne.intern>
Message-ID: <79236A26CC00114CBD0F3571FD5B883E51B5D4@colhpaexc010.HPA.org.uk>

I added these but got the same result.

-----Original Message-----
From: Loos, Christian [mailto:CLoos at netcologne.de] 
Sent: 20 May 2010 15:41
To: Steven Platt
Cc: rt-users at lists.bestpractical.com
Subject: AW: Date format to set Due Date with scrip?

You need in Custom action prep code: 
return 1;
and at the end of my example also a: 
return 1; 


> -----Urspr?ngliche Nachricht-----
> Von: Steven Platt [mailto:Steven.Platt at hpa.org.uk] 
> Gesendet: Donnerstag, 20. Mai 2010 15:44
> An: Loos, Christian
> Cc: rt-users at lists.bestpractical.com
> Betreff: RE: Date format to set Due Date with scrip?
> 
> Thanks Chris,
> 
> Unfortunately this gives me a 'ticket could not be created due to an
> internal error' message. Tried it both as a regular and as a 
> privileged
> user.
> 
> The notification emails are generated but a search for the 
> ticket number
> gives 'Could not load ticket NUMBER'. The ticket number is also
> incremented.
> 
> 
> teve
> 
> 
> -----Original Message-----
> From: Christian Loos [mailto:cloos at netcologne.de] 
> Sent: 20 May 2010 14:24
> To: Steven Platt
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: Date format to set Due Date with scrip?
> 
> I think better would be this way:
> 
> my $Due = new RT::Date( $self->CurrentUser );
> $Due->SetToNow;
> $Due->AddDays( 7 );
> $self->TicketObj->SetDue( Format =>, 'ISO', Value => $Due->ISO );
> 
> 
> -- 
> Chris
> 
> Am 20.05.2010 14:28, schrieb Steven Platt:
> > Hi,
> > 
> > The config setting 'Requests should be due in:' is not 
> working, so I'm
> > trying to write a scrip to set the DueDate on ticket 
> creation. I'm on
> RT
> > v3.6.2 and don't want to upgrade just for this issue.
> > 
> > Following advice on the wiki I've got the following
> > 
> > Condition:      On Create
> > 
> > Action:         user defined
> > 
> > Template:       Global template: blank
> > 
> > Custom action prep code:        1;
> > 
> > Custom action cleanup code:
> > 
> > use Date::Calc qw(:all);
> > 
> > ($year,$month,$day) = Today([$gmt]);
> > 
> > ($year2,$month2,$day2) = Add_Delta_Days($year,$month,$day,"7");
> > 
> > $string = Date_to_Text($year2,$month2,$day2);
> > 
> > $lower = ISO_LC($string);
> > 
> > $self->TicketObj->SetDue($lower);
> > 
> > Due Date is not set though L
> > 
> > Running this on command line, $lower prints a date formatted as 'thu
> > 27-may-2010'
> > 
> > I can hack around with the date format if someone can tell 
> me what it
> > should be so that RT will accept it into the database (postgres).
> > 
> > Thanks
> > 
> > Steve
> > 
> > Dr Steven Platt
> > 
> > Bioinformatician
> > 
> > Health Protection Agency
> > 
> > Centre for Infections
> > 
> > London
> > 
> > ___www.hpa.org.uk/bioinformatics_
> <http://www.hpa.org.uk/bioinformatics>
> > 
> >
> --------------------------------------------------------------
> ----------
> > 
> > *
> >
> **************************************************************
> **********
> **
> > The information contained in the EMail and any attachments is
> > confidential and intended solely and for the attention and 
> use of the
> > named addressee(s). It may not be disclosed to any other person
> without
> > the express authority of the HPA, or the intended 
> recipient, or both.
> If
> > you are not the intended recipient, you must not disclose, copy,
> > distribute or retain this message or any part of it. This footnote
> also
> > confirms that this EMail has been swept for computer viruses, but
> please
> > re-sweep any attachments before opening or saving.
> HTTP://www.HPA.org.uk
> >
> **************************************************************
> **********
> ** *
> > 
> > 
> > 
> > 
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> 
> -----------------------------------------
> **************************************************************
> ************
> The information contained in the EMail and any attachments is
> confidential and intended solely and for the attention and use of
> the named addressee(s). It may not be disclosed to any other person
> without the express authority of the HPA, or the intended
> recipient, or both. If you are not the intended recipient, you must
> not disclose, copy, distribute or retain this message or any part
> of it. This footnote also confirms that this EMail has been swept
> for computer viruses, but please re-sweep any attachments before
> opening or saving. HTTP://www.HPA.org.uk
> **************************************************************
> ************
> 
-----------------------------------------
**************************************************************************
The information contained in the EMail and any attachments is
confidential and intended solely and for the attention and use of
the named addressee(s). It may not be disclosed to any other person
without the express authority of the HPA, or the intended
recipient, or both. If you are not the intended recipient, you must
not disclose, copy, distribute or retain this message or any part
of it. This footnote also confirms that this EMail has been swept
for computer viruses, but please re-sweep any attachments before
opening or saving. HTTP://www.HPA.org.uk
**************************************************************************


From CLoos at netcologne.de  Thu May 20 11:01:11 2010
From: CLoos at netcologne.de (Loos, Christian)
Date: Thu, 20 May 2010 17:01:11 +0200
Subject: [rt-users] Date format to set Due Date with scrip?
In-Reply-To: <79236A26CC00114CBD0F3571FD5B883E51B5D4@colhpaexc010.HPA.org.uk>
Message-ID: <015F3751F8AC3B42BCA8C4854412B5204019BA6ABD@NCvMAIL01.netcologne.intern>

What is in the log files? 

> -----Urspr?ngliche Nachricht-----
> Von: Steven Platt [mailto:Steven.Platt at hpa.org.uk] 
> Gesendet: Donnerstag, 20. Mai 2010 16:58
> An: Loos, Christian
> Cc: rt-users at lists.bestpractical.com
> Betreff: RE: Date format to set Due Date with scrip?
> 
> I added these but got the same result.
> 
> -----Original Message-----
> From: Loos, Christian [mailto:CLoos at netcologne.de] 
> Sent: 20 May 2010 15:41
> To: Steven Platt
> Cc: rt-users at lists.bestpractical.com
> Subject: AW: Date format to set Due Date with scrip?
> 
> You need in Custom action prep code: 
> return 1;
> and at the end of my example also a: 
> return 1; 
> 
> 
> > -----Urspr?ngliche Nachricht-----
> > Von: Steven Platt [mailto:Steven.Platt at hpa.org.uk] 
> > Gesendet: Donnerstag, 20. Mai 2010 15:44
> > An: Loos, Christian
> > Cc: rt-users at lists.bestpractical.com
> > Betreff: RE: Date format to set Due Date with scrip?
> > 
> > Thanks Chris,
> > 
> > Unfortunately this gives me a 'ticket could not be created due to an
> > internal error' message. Tried it both as a regular and as a 
> > privileged
> > user.
> > 
> > The notification emails are generated but a search for the 
> > ticket number
> > gives 'Could not load ticket NUMBER'. The ticket number is also
> > incremented.
> > 
> > 
> > teve
> > 
> > 
> > -----Original Message-----
> > From: Christian Loos [mailto:cloos at netcologne.de] 
> > Sent: 20 May 2010 14:24
> > To: Steven Platt
> > Cc: rt-users at lists.bestpractical.com
> > Subject: Re: Date format to set Due Date with scrip?
> > 
> > I think better would be this way:
> > 
> > my $Due = new RT::Date( $self->CurrentUser );
> > $Due->SetToNow;
> > $Due->AddDays( 7 );
> > $self->TicketObj->SetDue( Format =>, 'ISO', Value => $Due->ISO );
> > 
> > 
> > -- 
> > Chris
> > 
> > Am 20.05.2010 14:28, schrieb Steven Platt:
> > > Hi,
> > > 
> > > The config setting 'Requests should be due in:' is not 
> > working, so I'm
> > > trying to write a scrip to set the DueDate on ticket 
> > creation. I'm on
> > RT
> > > v3.6.2 and don't want to upgrade just for this issue.
> > > 
> > > Following advice on the wiki I've got the following
> > > 
> > > Condition:      On Create
> > > 
> > > Action:         user defined
> > > 
> > > Template:       Global template: blank
> > > 
> > > Custom action prep code:        1;
> > > 
> > > Custom action cleanup code:
> > > 
> > > use Date::Calc qw(:all);
> > > 
> > > ($year,$month,$day) = Today([$gmt]);
> > > 
> > > ($year2,$month2,$day2) = Add_Delta_Days($year,$month,$day,"7");
> > > 
> > > $string = Date_to_Text($year2,$month2,$day2);
> > > 
> > > $lower = ISO_LC($string);
> > > 
> > > $self->TicketObj->SetDue($lower);
> > > 
> > > Due Date is not set though L
> > > 
> > > Running this on command line, $lower prints a date 
> formatted as 'thu
> > > 27-may-2010'
> > > 
> > > I can hack around with the date format if someone can tell 
> > me what it
> > > should be so that RT will accept it into the database (postgres).
> > > 
> > > Thanks
> > > 
> > > Steve
> > > 
> > > Dr Steven Platt
> > > 
> > > Bioinformatician
> > > 
> > > Health Protection Agency
> > > 
> > > Centre for Infections
> > > 
> > > London
> > > 
> > > ___www.hpa.org.uk/bioinformatics_
> > <http://www.hpa.org.uk/bioinformatics>
> > > 
> > >
> > --------------------------------------------------------------
> > ----------
> > > 
> > > *
> > >
> > **************************************************************
> > **********
> > **
> > > The information contained in the EMail and any attachments is
> > > confidential and intended solely and for the attention and 
> > use of the
> > > named addressee(s). It may not be disclosed to any other person
> > without
> > > the express authority of the HPA, or the intended 
> > recipient, or both.
> > If
> > > you are not the intended recipient, you must not disclose, copy,
> > > distribute or retain this message or any part of it. This footnote
> > also
> > > confirms that this EMail has been swept for computer viruses, but
> > please
> > > re-sweep any attachments before opening or saving.
> > HTTP://www.HPA.org.uk
> > >
> > **************************************************************
> > **********
> > ** *
> > > 
> > > 
> > > 
> > > 
> > > Discover RT's hidden secrets with RT Essentials from 
> O'Reilly Media.
> > > Buy a copy at http://rtbook.bestpractical.com
> > 
> > -----------------------------------------
> > **************************************************************
> > ************
> > The information contained in the EMail and any attachments is
> > confidential and intended solely and for the attention and use of
> > the named addressee(s). It may not be disclosed to any other person
> > without the express authority of the HPA, or the intended
> > recipient, or both. If you are not the intended recipient, you must
> > not disclose, copy, distribute or retain this message or any part
> > of it. This footnote also confirms that this EMail has been swept
> > for computer viruses, but please re-sweep any attachments before
> > opening or saving. HTTP://www.HPA.org.uk
> > **************************************************************
> > ************
> > 
> -----------------------------------------
> **************************************************************
> ************
> The information contained in the EMail and any attachments is
> confidential and intended solely and for the attention and use of
> the named addressee(s). It may not be disclosed to any other person
> without the express authority of the HPA, or the intended
> recipient, or both. If you are not the intended recipient, you must
> not disclose, copy, distribute or retain this message or any part
> of it. This footnote also confirms that this EMail has been swept
> for computer viruses, but please re-sweep any attachments before
> opening or saving. HTTP://www.HPA.org.uk
> **************************************************************
> ************
> 

From CLoos at netcologne.de  Thu May 20 11:28:10 2010
From: CLoos at netcologne.de (Loos, Christian)
Date: Thu, 20 May 2010 17:28:10 +0200
Subject: [rt-users] Date format to set Due Date with scrip?
In-Reply-To: <79236A26CC00114CBD0F3571FD5B883E51B5D5@colhpaexc010.HPA.org.uk>
Message-ID: <015F3751F8AC3B42BCA8C4854412B5204019BA6ABE@NCvMAIL01.netcologne.intern>

Just checked my code in our development system and changed it.
Try this:

my $Due = new RT::Date( $self->CurrentUser );
$Due->SetToNow();
$Due->AddDays( 7 );
$self->TicketObj->SetDue( $Due->ISO );
return 1;

This is working on 3.8.6 and should work on 3.6.2 also.

> -----Urspr?ngliche Nachricht-----
> Von: Steven Platt [mailto:Steven.Platt at hpa.org.uk] 
> Gesendet: Donnerstag, 20. Mai 2010 17:10
> An: Loos, Christian
> Betreff: RE: Date format to set Due Date with scrip?
> 
> APACHE error_log
> 
> [Thu May 20 14:56:11 2010] [crit]: RT::Ticket=HASH(0xb9da940) 
> tried to load a bogus ticket: 998 
> (/opt/rt3/lib/RT/Ticket_Overlay.pm:258)
> [Thu May 20 14:56:11 2010] [crit]: RT::Ticket=HASH(0xb9db108) 
> tried to load a bogus ticket: 998 
> (/opt/rt3/lib/RT/Ticket_Overlay.pm:258)
> [Thu May 20 14:56:11 2010] [crit]: HasRight called with no 
> valid object (/opt/rt3/lib/RT/Principal_Overlay.pm:321)
> [Thu May 20 14:56:11 2010] [crit]: RT::Ticket=HASH(0xbdc6294) 
> tried to load a bogus ticket: 998 
> (/opt/rt3/lib/RT/Ticket_Overlay.pm:258)
> [Thu May 20 14:56:11 2010] [error]: Ticket couldn't be 
> created:  (/opt/rt3/lib/RT/Ticket_Overlay.pm:762)
> [Thu May 20 14:56:11 2010] [error]: WebRT: Ticket could not 
> be created due to an internal error () 
> (/opt/rt3/local/html/Elements/Error:76)
> 
> It's the same list of errors for all four attempts to create 
> tickets using this scrip code (ticket numbers change though)
> 
> There are no files in /opt/rt3/var/log
> 
> -----Original Message-----
> From: Loos, Christian [mailto:CLoos at netcologne.de] 
> Sent: 20 May 2010 16:01
> To: Steven Platt
> Cc: rt-users at lists.bestpractical.com
> Subject: AW: Date format to set Due Date with scrip?
> 
> What is in the log files? 
> 
> > -----Urspr?ngliche Nachricht-----
> > Von: Steven Platt [mailto:Steven.Platt at hpa.org.uk] 
> > Gesendet: Donnerstag, 20. Mai 2010 16:58
> > An: Loos, Christian
> > Cc: rt-users at lists.bestpractical.com
> > Betreff: RE: Date format to set Due Date with scrip?
> > 
> > I added these but got the same result.
> > 
> > -----Original Message-----
> > From: Loos, Christian [mailto:CLoos at netcologne.de] 
> > Sent: 20 May 2010 15:41
> > To: Steven Platt
> > Cc: rt-users at lists.bestpractical.com
> > Subject: AW: Date format to set Due Date with scrip?
> > 
> > You need in Custom action prep code: 
> > return 1;
> > and at the end of my example also a: 
> > return 1; 
> > 
> > 
> > > -----Urspr?ngliche Nachricht-----
> > > Von: Steven Platt [mailto:Steven.Platt at hpa.org.uk] 
> > > Gesendet: Donnerstag, 20. Mai 2010 15:44
> > > An: Loos, Christian
> > > Cc: rt-users at lists.bestpractical.com
> > > Betreff: RE: Date format to set Due Date with scrip?
> > > 
> > > Thanks Chris,
> > > 
> > > Unfortunately this gives me a 'ticket could not be 
> created due to an
> > > internal error' message. Tried it both as a regular and as a 
> > > privileged
> > > user.
> > > 
> > > The notification emails are generated but a search for the 
> > > ticket number
> > > gives 'Could not load ticket NUMBER'. The ticket number is also
> > > incremented.
> > > 
> > > 
> > > teve
> > > 
> > > 
> > > -----Original Message-----
> > > From: Christian Loos [mailto:cloos at netcologne.de] 
> > > Sent: 20 May 2010 14:24
> > > To: Steven Platt
> > > Cc: rt-users at lists.bestpractical.com
> > > Subject: Re: Date format to set Due Date with scrip?
> > > 
> > > I think better would be this way:
> > > 
> > > my $Due = new RT::Date( $self->CurrentUser );
> > > $Due->SetToNow;
> > > $Due->AddDays( 7 );
> > > $self->TicketObj->SetDue( Format =>, 'ISO', Value => $Due->ISO );
> > > 
> > > 
> > > -- 
> > > Chris
> > > 
> > > Am 20.05.2010 14:28, schrieb Steven Platt:
> > > > Hi,
> > > > 
> > > > The config setting 'Requests should be due in:' is not 
> > > working, so I'm
> > > > trying to write a scrip to set the DueDate on ticket 
> > > creation. I'm on
> > > RT
> > > > v3.6.2 and don't want to upgrade just for this issue.
> > > > 
> > > > Following advice on the wiki I've got the following
> > > > 
> > > > Condition:      On Create
> > > > 
> > > > Action:         user defined
> > > > 
> > > > Template:       Global template: blank
> > > > 
> > > > Custom action prep code:        1;
> > > > 
> > > > Custom action cleanup code:
> > > > 
> > > > use Date::Calc qw(:all);
> > > > 
> > > > ($year,$month,$day) = Today([$gmt]);
> > > > 
> > > > ($year2,$month2,$day2) = Add_Delta_Days($year,$month,$day,"7");
> > > > 
> > > > $string = Date_to_Text($year2,$month2,$day2);
> > > > 
> > > > $lower = ISO_LC($string);
> > > > 
> > > > $self->TicketObj->SetDue($lower);
> > > > 
> > > > Due Date is not set though L
> > > > 
> > > > Running this on command line, $lower prints a date 
> > formatted as 'thu
> > > > 27-may-2010'
> > > > 
> > > > I can hack around with the date format if someone can tell 
> > > me what it
> > > > should be so that RT will accept it into the database 
> (postgres).
> > > > 
> > > > Thanks
> > > > 
> > > > Steve
> > > > 
> > > > Dr Steven Platt
> > > > 
> > > > Bioinformatician
> > > > 
> > > > Health Protection Agency
> > > > 
> > > > Centre for Infections
> > > > 
> > > > London
> > > > 
> > > > ___www.hpa.org.uk/bioinformatics_
> > > <http://www.hpa.org.uk/bioinformatics>
> > > > 
> > > >
> > > --------------------------------------------------------------
> > > ----------
> > > > 
> > > > *
> > > >
> > > **************************************************************
> > > **********
> > > **
> > > > The information contained in the EMail and any attachments is
> > > > confidential and intended solely and for the attention and 
> > > use of the
> > > > named addressee(s). It may not be disclosed to any other person
> > > without
> > > > the express authority of the HPA, or the intended 
> > > recipient, or both.
> > > If
> > > > you are not the intended recipient, you must not disclose, copy,
> > > > distribute or retain this message or any part of it. 
> This footnote
> > > also
> > > > confirms that this EMail has been swept for computer 
> viruses, but
> > > please
> > > > re-sweep any attachments before opening or saving.
> > > HTTP://www.HPA.org.uk
> > > >
> > > **************************************************************
> > > **********
> > > ** *
> > > > 
> > > > 
> > > > 
> > > > 
> > > > Discover RT's hidden secrets with RT Essentials from 
> > O'Reilly Media.
> > > > Buy a copy at http://rtbook.bestpractical.com
> > > 
> > > -----------------------------------------
> > > **************************************************************
> > > ************
> > > The information contained in the EMail and any attachments is
> > > confidential and intended solely and for the attention and use of
> > > the named addressee(s). It may not be disclosed to any 
> other person
> > > without the express authority of the HPA, or the intended
> > > recipient, or both. If you are not the intended 
> recipient, you must
> > > not disclose, copy, distribute or retain this message or any part
> > > of it. This footnote also confirms that this EMail has been swept
> > > for computer viruses, but please re-sweep any attachments before
> > > opening or saving. HTTP://www.HPA.org.uk
> > > **************************************************************
> > > ************
> > > 
> > -----------------------------------------
> > **************************************************************
> > ************
> > The information contained in the EMail and any attachments is
> > confidential and intended solely and for the attention and use of
> > the named addressee(s). It may not be disclosed to any other person
> > without the express authority of the HPA, or the intended
> > recipient, or both. If you are not the intended recipient, you must
> > not disclose, copy, distribute or retain this message or any part
> > of it. This footnote also confirms that this EMail has been swept
> > for computer viruses, but please re-sweep any attachments before
> > opening or saving. HTTP://www.HPA.org.uk
> > **************************************************************
> > ************
> > 
> -----------------------------------------
> **************************************************************
> ************
> The information contained in the EMail and any attachments is
> confidential and intended solely and for the attention and use of
> the named addressee(s). It may not be disclosed to any other person
> without the express authority of the HPA, or the intended
> recipient, or both. If you are not the intended recipient, you must
> not disclose, copy, distribute or retain this message or any part
> of it. This footnote also confirms that this EMail has been swept
> for computer viruses, but please re-sweep any attachments before
> opening or saving. HTTP://www.HPA.org.uk
> **************************************************************
> ************
> 

From radbou at ipexna.com  Thu May 20 11:49:04 2010
From: radbou at ipexna.com (Bouzite, Radouan)
Date: Thu, 20 May 2010 11:49:04 -0400
Subject: [rt-users] RT : User could not be created: Could not set user info
In-Reply-To: <6F3EC091FE756F42BE189BA64226A5FC1915FC5E@mail1ids.ipex.network>
References: <6F3EC091FE756F42BE189BA64226A5FC1915FC52@mail1ids.ipex.network> 
	<6F3EC091FE756F42BE189BA64226A5FC1915FC5E@mail1ids.ipex.network>
Message-ID: <6F3EC091FE756F42BE189BA64226A5FC1915FC69@mail1ids.ipex.network>

 

Using RT on CentOs with   LDAP ExternalAuth 

 

--------------------------------------------- 
Radouan Bouzite 
Unix/SAN Admin. 
Ipex Management Inc. 
Tel : (514) 769 3445 ext 291 
Fax :(514) 769-1672 

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From borngunners at aol.com  Thu May 20 12:33:08 2010
From: borngunners at aol.com (borngunners at aol.com)
Date: Thu, 20 May 2010 12:33:08 -0400 (EDT)
Subject: [rt-users] Make install issue
In-Reply-To: 26754481
References: 26754481
Message-ID: <8CCC65143BB420F-544-709@webmail-m009.sysops.aol.com>


Thanks Jeff...
I have resolve this problem since yesterday....i forgot to add the rt group....






-----Original Message-----
From: Jeff Ilgen <usts-ji at usts.com>
To: borngunners <borngunners at aol.com>
Sent: Thu, May 20, 2010 11:37 am
Subject: Re: [rt-users] Make install issue


You need to add the "www" user and the "www" group on the system.


(I'm assuming useradd lives in the same place on RHEL as it does CentOS)


e.g.
/usr/sbin/groupadd www
/usr/sbin/useradd -g www www


--Jeff Ilgen, USTS


On May 19, 2010, at 4:27 PM, borngunners at aol.com wrote:


I am missing something and an error message at the end of make install 
 
root at helpdesk:~/rt-3.8.8# make install
/usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql --with-fastcgi
perl:
        >=5.8.3(5.10.0) ...found
users:
        rt group (www) ...MISSING
        bin owner (root) ...found
        libs owner (root) ...found
        libs group (bin) ...found
        web owner (www) ...MISSING
        web group (www) ...MISSING

All dependencies have been found.
/opt/local/bin/ginstall -c -m 0755 -o root -g www -d /opt/rt3/etc
make: /opt/local/bin/ginstall: Command not found
make: *** [config-install] Error 127
root at helpdesk:~/rt-3.8.8#





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 borngunners at aol.com  Thu May 20 12:35:10 2010
From: borngunners at aol.com (borngunners at aol.com)
Date: Thu, 20 May 2010 12:35:10 -0400 (EDT)
Subject: [rt-users] creating new user password
Message-ID: <8CCC6518C90B46F-544-78C@webmail-m009.sysops.aol.com>


After I create a new user and set the password, I get the following message:

Please enter your current password. Password has not been set

I need help resolving this problem so my helpdesk staff can start using RT.

thanks,




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From cloos at netcologne.de  Thu May 20 13:38:43 2010
From: cloos at netcologne.de (Christian Loos)
Date: Thu, 20 May 2010 19:38:43 +0200
Subject: [rt-users] creating new user password
In-Reply-To: <8CCC6518C90B46F-544-78C@webmail-m009.sysops.aol.com>
References: <8CCC6518C90B46F-544-78C@webmail-m009.sysops.aol.com>
Message-ID: <4BF573A3.7010200@netcologne.de>

Am 20.05.2010 18:35, schrieb borngunners at aol.com:
> After I create a new user and set the password, I get the following message:
>  
> Please enter your current password. Password has not been set
>  
> I need help resolving this problem so my helpdesk staff can start using RT.
>  
> thanks,
> 
> 
> 
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

Just do what the message say:
enter YOUR password!


From kfcrocker at lbl.gov  Thu May 20 14:09:31 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 20 May 2010 11:09:31 -0700
Subject: [rt-users] Problem: Requestor and Cc not filled when creating
	new Ticket
In-Reply-To: <B8DECFDCDEBF2C458D911D842FB121CB20EA19@office01.Junisphere.local>
References: <B8DECFDCDEBF2C458D911D842FB121CB20EA19@office01.Junisphere.local>
Message-ID: <AANLkTikHQ8ETDoSUZCvPzGh3Jh-j8jM8nuv48FcsJ6wW@mail.gmail.com>

Phillip,

I think you misunderstand the purpose of "Ticket" AdminCc's and Cc's. They
are clasified as "Other" for the purposes of notifications. Any notification
you set up for AdminCc's and Cc's will automatically use the email addresses
of the Queue Watcher AdminCc's and Cc's. You really do not need "Ticket"
AdminCc's or Cc's unless you want to add to that list on a ticket by ticket
basis. To have the same list would be redundant and accomplish nothing extra
in terms of emails.

As to removing those fields from the "Ticket Create" display, that is
possible. We have removed the AdminCc from ours because we don't use
AdminCc's for just email, they are our "Queue Managers" and they have
specific rights we don't want regular users to have, so we don't want
requestors messing with who an AdminCc is. This is done by copying the
"Create.html" file from the /$RTHome/share/html/Ticket directory into the
$RTHome/local/html/Ticket directory and making your changes.

Lastly, you will want to create either a "Global" or "Queue-specific" scrip
to pre-fill the Requestor field. Like I mentioned earlier, I do not believe
you need to pre-fill a "Ticket" AdminCc or Cc as it would be redundant.

Hope this helps.

Kenn
LBNL

On Thu, May 20, 2010 at 1:56 AM, Philipp Morger <pmorger at junisphere.net>wrote:

> Dear List
>
> I evaluating RT 3.8 (3.8.7 to be specific) on Ubuntu 10.04, installed
> from dist packages - fresh install.
>
> I configured a test install where I created two queues. In each queue I
> assigned a group to the Cc Watchers.
> In each of thoses two groups is a user and I carefully set the
> permissions on the group that a user of one group
> can only create and see his group - so far so good.
>
> The issue I have is, that when the user logs into the RT web UI and
> starts to create a ticket, that the
> "Requestor" and "Cc" fields are blank, and even worse is that the user
> can modify those fields. I was able to
> have the Requestor autofilled by giving the user an email address. Yet,
> I don't want that the user can set any
> of the two fields and like to have those fields autofilled anyway - so
> that when this user or a user of his group
> sees all the tickets in the "RT at a glance", which I actually can only
> achieve by manually setting the requestor
> and CC in the people tab after the ticket has been created.
>
> So summarize what I want to accomplish:
> - Don't show the "Requestor", "Cc" and "Admin Cc" fields when a user
> creates a ticket.
> - Automatically set the "People" values "Requestor" to the user that
> opened the ticket, regardless if he has no email assigned.
>  And add set the "Cc" and "Admin Cc" from the queue watchers setting.
>
> Thanks in advance for some lines pointing me into the right direction.
>
> Regards
> Philipp
>
> 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 May 20 14:19:44 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 20 May 2010 11:19:44 -0700
Subject: [rt-users] ExternalAuth versus RT::User::Load
In-Reply-To: <AANLkTilvyvp5InR83na879afs8d1L7Ckdbva3DnznvGM@mail.gmail.com>
References: <AANLkTilvyvp5InR83na879afs8d1L7Ckdbva3DnznvGM@mail.gmail.com>
Message-ID: <AANLkTimzSSAJt1Dy2eH10uYlAL9ONuugwBnrOJ5xmCS0@mail.gmail.com>

Italo,

I had to do this awhile back and I had to develop a work-around procedure.
What I did was wait until after hours (everyone went home) and then changed
the RT_SiteConfig.pm file to turn off LDAP and allow adding users manually.
I then bounced my RT session and added the users. Then I went back and
changed the configurations back and bounced it again and it was ready for
normal LDAP authentication for production hours.

Hope this helps.

Kenn
LBNL

On Wed, May 19, 2010 at 8:38 AM, Italo Valcy <italovalcy at gmail.com> wrote:

> Hi guys,
>
> I'm using ExternalAuth to authenticate user against a LDAP server. But
> I'm unable  to load an user that have never logged in RT (but it
> exists on LDAP database).
>
> Steps to reproduce:
>  1. Create a new user account on LDAP server, let say 'testuser' (cn
> = "Test User")
>  2. Configure map attributes to use RealName (RT) as 'cn' (LDAP).
>  3. Try to load a user in a scrip:
> --------------------8<-------------------------
> ...
> my $user = RT::User->new($RT::SystemUser);
> $user->LoadByCol("RealName", "Test User");
> ...
> --------------------8<-------------------------
>
> Expected result: the scrip will not load the user.
>
> My question is: Is there a way to load this user (a valid user in LDAP
> server) even if he has never logged in? (I mean autocreate the user
> while we load him)
>
> Some information:
>  - I'm using RT 3.6
>  - I followed [1] to get LDAP authentication working (very long time
> ago, and I know its deprecated now)
>
> 1 - http://wiki.bestpractical.com/view/LdapUserLocalOverlay
>
> Thanks for any help.
>
>
> Kind Regards, Italo.
>
> --
> Sauda??es,
>
> Italo Valcy :: http://wiki.dcc.ufba.br/~ItaloValcy<http://wiki.dcc.ufba.br/%7EItaloValcy>
>
> 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 GBaxter at blackpoolsixth.ac.uk  Thu May 20 14:06:21 2010
From: GBaxter at blackpoolsixth.ac.uk (Guy Baxter)
Date: Thu, 20 May 2010 19:06:21 +0100
Subject: [rt-users] 3.8.4 to 3.8.8 upgrade
Message-ID: <fc.0075824602082f430075824602082f43.20832fa@blackpoolsixth.ac.uk>

Hi,

I am having a bit of trouble upgrading RT from 3.8.4 to 3.8.8

I installed 3.8.4 using yum - so it installed to /etc/rt3

Here's what I have done so far:

I downloaded the rt3.8.8 installer and extracted it
cd rt3.8.8
./configure --prefix=/etc/rt3
make upgrade
/etc/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password
--action upgrade
enter mysql password
enter RT version upgrading from: 3.8.4
apply all upgrades

error on RTAddressRegegexp option not being set in the config but applies
ok

Login to RT but it is still v 3.8.4

Setup: MacMini, Fedora 12, Apache 2.2, MySQL 5.1.

Could anyone help me please?

Regards,

Guy 


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From ppomary at ug.edu.gh  Thu May 20 14:56:46 2010
From: ppomary at ug.edu.gh (Pamela Pomary)
Date: Thu, 20 May 2010 18:56:46 -0000 (GMT)
Subject: [rt-users] (no subject)
Message-ID: <2372.82.206.239.244.1274381806.squirrel@mailsrv1.ug.edu.gh>

Hello fellow exim users,

I have exim 4.71 installed on Freebsd 8.0 with mysql support. I can send
mail locally using my mysql users. i get the following error when i try
sending mail from my box to another email address:

2010-05-20 18:28:23 1OFATk-0000Kf-Bv <= me at update.ug.edu.gh
H=update.ug.edu.gh [41.204.63.199] P=smtp S=230
2010-05-20 18:28:23 1OFATk-0000Kf-Bv ** me at ug.edu.gh: Unrouteable address
2010-05-20 18:28:23 1OFATn-0000Kh-Om <= <> R=1OFATk-0000Kf-Bv U=mailnull
P=local S=1063
2010-05-20 18:28:23 1OFATk-0000Kf-Bv Completed
2010-05-20 18:28:23 1OFATn-0000Kh-Om => me <me at update.ug.edu.gh>
R=mysql_user T=mysql_delivery
2010-05-20 18:28:23 1OFATn-0000Kh-Om Completed


what have missed in /exim.conf   :



# $Cambridge: exim/exim-src/src/configure.default,v 1.1 2004/10/07
10:39:01 ph10 Exp $

######################################################################
#                  Runtime configuration file for Exim               #
######################################################################


# This is a default configuration file which will operate correctly in
# uncomplicated installations. Please see the manual for a complete list
# of all the runtime configuration options that can be included in a
# configuration file. There are many more than are mentioned here. The
# manual is in the file doc/spec.txt in the Exim distribution as a plain
# ASCII file. Other formats (PostScript, Texinfo, HTML, PDF) are available
# from the Exim ftp sites. The manual is also online at the Exim web sites.


# This file is divided into several parts, all but the first of which are
# headed by a line starting with the word "begin". Only those parts that
# are required need to be present. Blank lines, and lines starting with #
# are ignored.


########### IMPORTANT ########## IMPORTANT ########### IMPORTANT ###########
#                                                                          #
# Whenever you change Exim's configuration file, you *must* remember to    #
# HUP the Exim daemon, because it will not pick up the new configuration   #
# until you do. However, any other Exim processes that are started, for    #
# example, a process started by an MUA in order to send a message, will    #
# see the new configuration as soon as it is in place.                     #
#                                                                          #
# You do not need to HUP the daemon for changes in auxiliary files that    #
# are referenced from this file. They are read every time they are used.   #
#                                                                          #
# It is usually a good idea to test a new configuration for syntactic      #
# correctness before installing it (for example, by running the command    #
# "exim -C /config/file.new -bV").                                         #
#                                                                          #
########### IMPORTANT ########## IMPORTANT ########### IMPORTANT ###########



######################################################################
#                    MAIN CONFIGURATION SETTINGS                     #
######################################################################
hide mysql_servers = localhost/<database>/<user>/<password>

# Specify your host's canonical name here. This should normally be the fully
# qualified "official" name of your host. If this option is not set, the
# uname() function is called to obtain the name. In many cases this does
# the right thing and you need not set anything explicitly.

# primary_hostname =


# The next three settings create two lists of tables and one list of hosts.
# These lists are referred to later in this configuration using the syntax
# +local_tables, +relay_to_tables, and +relay_from_hosts, respectively. They
# are all colon-separated lists:

#tablelist local_tables = @
tablelist local_tables = @ :localhost : ${lookup mysql {SELECT table FROM
tables \
                WHERE table="${quote_mysql:${table}}" }}
tablelist relay_to_tables = ug.edu.gh
hostlist   relay_from_hosts = 127.0.0.1 : 192.168.0.0/16 : 41.204.63.199 :
82.206.239.128/25



# Most straightforward access control requirements can be obtained by
# appropriate settings of the above options. In more complicated
situations, you
# may need to modify the Access Control List (ACL) which appears later in
this
# file.

# The first setting specifies your local tables, for example:
#
#   tablelist local_tables = my.first.table : my.second.table
#
# You can use "@" to mean "the name of the local host", as in the default
# setting above. This is the name that is specified by primary_hostname,
# as specified above (or defaulted). If you do not want to do any local
# deliveries, remove the "@" from the setting above. If you want to accept
mail
# addressed to your host's literal IP address, for example, mail addressed to
# "user@[192.168.23.44]", you can add "@[]" as an item in the local tables
# list. You also need to uncomment "allow_table_literals" below. This is not
# recommended for today's Internet.

# The second setting specifies tables for which your host is an incoming
relay.
# If you are not doing any relaying, you should leave the list empty.
However,
# if your host is an MX backup or gateway of some kind for some tables, you
# must set relay_to_tables to match those tables. For example:
#
# tablelist relay_to_tables = *.myco.com : my.friend.org
#
# This will allow any host to relay through your host to those tables.
# See the section of the manual entitled "Control of relaying" for more
# information.

# The third setting specifies hosts that can use your host as an outgoing
relay
# to any other host on the Internet. Such a setting commonly refers to a
# complete local network as well as the localhost. For example:
#
#hostlist relay_from_hosts = 127.0.0.1 : 192.168.0.0/16 : 82.206.239.244/32
#
# The "/16" is a bit mask (CIDR notation), not a number of hosts. Note
that you
# have to include 127.0.0.1 if you want to allow processes on your host to
send
# SMTP mail by using the loopback address. A number of MUAs use this
method of
# sending mail.


# All three of these lists may contain many different kinds of item,
including
# wildcarded names, regular expressions, and file lookups. See the reference
# manual for details. The lists above are used in the access control list for
# incoming messages. The name of this ACL is defined here:

acl_smtp_rcpt = acl_check_rcpt
acl_smtp_data = acl_check_data
acl_not_smtp  = acl_check_data
# You should not change that setting until you understand how ACLs work.


# Specify the table you want to be added to all unqualified addresses
# here. An unqualified address is one that does not contain an "@" character
# followed by a table. For example, "caesar at rome.example" is a fully
qualified
# address, but the string "caesar" (i.e. just a login name) is an unqualified
# email address. Unqualified addresses are accepted only from local
callers by
# default. See the recipient_unqualified_hosts option if you want to permit
# unqualified addresses from remote sources. If this option is not set, the
# primary_hostname value is used for qualification.

# qualify_table =


# If you want unqualified recipient addresses to be qualified with a
different
# table to unqualified sender addresses, specify the recipient table here.
# If this option is not set, the qualify_table value is used.


# qualify_recipient =


# The following line must be uncommented if you want Exim to recognize
# addresses of the form "user@[10.11.12.13]" that is, with a "table literal"
# (an IP address) instead of a named table. The RFCs still require this form,
# but it makes little sense to permit mail to be sent to specific hosts by
# their IP address in the modern Internet. This ancient format has been used
# by those seeking to abuse hosts by using them for unwanted relaying. If you
# really do want to support table literals, uncomment the following line, and
# see also the "table_literal" router below.

# allow_table_literals


# No deliveries will ever be run under the uids of these users (a colon-
# separated list). An attempt to do so causes a panic error to be logged, and
# the delivery to be deferred. This is a paranoic safety catch. There is an
# even stronger safety catch in the form of the FIXED_NEVER_USERS setting
# in the configuration for building Exim. The list of users that it specifies
# is built into the binary, and cannot be changed. The option below just adds
# additional users to the list. The default for FIXED_NEVER_USERS is "root",
# but just to be absolutely sure, the default here is also "root".

# Note that the default setting means you cannot deliver mail addressed to
root
# as if it were a normal user. This isn't usually a problem, as most sites
have
# an alias for root that redirects such mail to a human administrator.

never_users = root
#exim_group = mail
#exim_user = ematogo


# The setting below causes Exim to do a reverse DNS lookup on all incoming
# IP calls, in order to get the true host name. If you feel this is too
# expensive, you can specify the networks for which a lookup is done, or
# remove the setting entirely.

host_lookup = *


# The settings below, which are actually the same as the defaults in the
# code, cause Exim to make RFC 1413 (ident) callbacks for all incoming SMTP
# calls. You can limit the hosts to which these calls are made, and/or change
# the timeout that is used. If you set the timeout to zero, all RFC 1413
calls
# are disabled. RFC 1413 calls are cheap and can provide useful information
# for tracing problem messages, but some hosts and firewalls have problems
# with them. This can result in a timeout instead of an immediate refused
# connection, leading to delays on starting up an SMTP session.

rfc1413_hosts = *
rfc1413_query_timeout = 30s


# By default, Exim expects all envelope addresses to be fully qualified, that
# is, they must contain both a local part and a table. If you want to accept
# unqualified addresses (just a local part) from certain hosts, you can
specify
# these hosts by setting one or both of
#
# sender_unqualified_hosts =
# recipient_unqualified_hosts =
#
# to control sender and recipient addresses, respectively. When this is done,
# unqualified addresses are qualified using the settings of qualify_table
# and/or qualify_recipient (see above).


# If you want Exim to support the "percent hack" for certain tables,
# uncomment the following line and provide a list of tables. The "percent
# hack" is the feature by which mail addressed to x%y at z (where z is one of
# the tables listed) is locally rerouted to x at y and sent on. If z is not one
# of the "percent hack" tables, x%y is treated as an ordinary local part.
This
# hack is rarely needed nowadays; you should not enable it unless you are
sure
# that you really need it.
#
# percent_hack_tables =
#
# As well as setting this option you will also need to remove the test
# for local parts containing % in the ACL definition below.


# When Exim can neither deliver a message nor return it to sender, it
"freezes"
# the delivery error message (aka "bounce message"). There are also other
# circumstances in which messages get frozen. They will stay on the queue for
# ever unless one of the following options is set.

# This option unfreezes frozen bounce messages after two days, tries
# once more to deliver them, and ignores any delivery failures.

ignore_bounce_errors_after = 2d

# This option cancels (removes) frozen messages that are older than a week.

timeout_frozen_after = 7d



######################################################################
#                       ACL CONFIGURATION                            #
#         Specifies access control lists for incoming SMTP mail      #
######################################################################

#av_scanner = clamd:/var/run/clamav/clamd.sock
av_scanner = clamd:127.0.0.1 3310
begin acl
acl_check_data:
  #deny  message = This message contains \
   #               a virus ($malware_name).
    #    malware = *
 # warn	spam	= nobody
 #       message = X-is-spam: over spam threshold
 # warn  message = X-Spam_score: $spam_score\n\
	#	  X-Spam_score_int: $spam_score_int\n\
		#  X-Spam_bar: $spam_bar\n\
		 # X-Spam_report: $spam_report
  accept
# This access control list is used for every RCPT command in an incoming
# SMTP message. The tests are run in order until the address is either
# accepted or denied.

acl_check_rcpt:

  # Accept if the source is local SMTP (i.e. not over TCP/IP). We do this by
  # testing for an empty sending host field.




  accept  hosts = :
         # control = dkim_disable_verify


  #############################################################################
  # The following section of the ACL is concerned with local parts that
contain
  # @ or % or ! or / or | or dots in unusual places.
  #
  # The characters other than dots are rarely found in genuine local
parts, but
  # are often tried by people looking to circumvent relaying restrictions.
  # Therefore, although they are valid in local parts, these rules lock them
  # out, as a precaution.
  #
  # Empty components (two dots in a row) are not valid in RFC 2822, but Exim
  # allows them because they have been encountered. (Consider local parts
  # constructed as "firstinitial.secondinitial.familyname" when applied to
  # someone like me, who has no second initial.) However, a local part
starting
  # with a dot or containing /../ can cause trouble if it is used as part
of a
  # file name (e.g. for a mailing list). This is also true for local parts
that
  # contain slashes. A pipe symbol can also be troublesome if the local
part is
  # incorporated unthinkingly into a shell command line.
  #
  # Two different rules are used. The first one is stricter, and is
applied to
  # messages that are addressed to one of the local tables handled by this
  # host. It blocks local parts that begin with a dot or contain @ % ! /
or |.
  # If you have local accounts that include these characters, you will
have to
  # modify this rule.

  deny    message       = Restricted characters in address
          tables       = +local_tables
          local_parts   = ^[.] : ^.*[@%!/|]

  # The second rule applies to all other tables, and is less strict. This
  # allows your own users to send outgoing messages to sites that use slashes
  # and vertical bars in their local parts. It blocks local parts that begin
  # with a dot, slash, or vertical bar, but allows these characters within
the
  # local part. However, the sequence /../ is barred. The use of @ % and ! is
  # blocked, as before. The motivation here is to prevent your users (or
  # your users' viruses) from mounting certain kinds of attack on remote
sites.

  deny    message       = Restricted characters in address
          tables       = !+local_tables
          local_parts   = ^[./|] : ^.*[@%!] : ^.*/\\.\\./
  #############################################################################

  # Accept mail to postmaster in any local table, regardless of the source,
  # and without verifying the sender.

  accept  local_parts   = postmaster
          tables       = +local_tables

  # Deny unless the sender address can be verified.

#  require verify        = sender


  #############################################################################
  # There are no checks on DNS "black" lists because the tables that contain
  # these lists are changing all the time. However, here are two examples of
  # how you could get Exim to perform a DNS black list lookup at this point.
  # The first one denies, while the second just warns.
  #
  # deny    message       = rejected because $sender_host_address is in a
black list at $dnslist_table\n$dnslist_text
  #         dnslists      = black.list.example
  #
  # warn    message       = X-Warning: $sender_host_address is in a black
list at $dnslist_table
  #         log_message   = found in $dnslist_table
  #         dnslists      = black.list.example
  #############################################################################

  # Accept if the address is in a local table, but only if the recipient can
  # be verified. Otherwise deny. The "endpass" line is the border between
  # passing on to the next ACL statement (if tests above it fail) or denying
  # access (if tests below it fail).

  accept  tables       = +local_tables
          endpass
         # verify        = recipient






















 # Accept if the address is in a table for which we are relaying, but again,
  # only if the recipient can be verified.

  accept  tables       = +relay_to_tables
          endpass
         # verify        = recipient

  # If control reaches this point, the table is neither in +local_tables
  # nor in +relay_to_tables.

  # Accept if the message comes from one of the hosts for which we are an
  # outgoing relay. Recipient verification is omitted here, because in many
  # cases the clients are dumb MUAs that don't cope well with SMTP error
  # responses. If you are actually relaying out from MTAs, you should
probably
  # add recipient verification here.

  accept  hosts         = +relay_from_hosts

  # Accept if the message arrived over an authenticated connection, from
  # any host. Again, these messages are usually from MUAs, so recipient
  # verification is omitted.

  accept  authenticated = *
          control       = submission
          #control       = dkim_disable_verify
  # Reaching the end of the ACL causes a "deny", but we might as well give
  # an explicit message.

  deny    message       = relay not permitted



######################################################################
#                      ROUTERS CONFIGURATION                         #
#               Specifies how addresses are handled                  #
######################################################################
#     THE ORDER IN WHICH THE ROUTERS ARE DEFINED IS IMPORTANT!       #
# An address is passed to each router in turn until it is accepted.  #
######################################################################

begin routers

# This router routes to remote hosts over SMTP by explicit IP address,
# when an email address is given in "table literal" form, for example,
# <user@[192.168.35.64]>. The RFCs require this facility. However, it is
# little-known these days, and has been exploited by evil people seeking
# to abuse SMTP relays. Consequently it is commented out in the default
# configuration. If you uncomment this router, you also need to uncomment
# allow_table_literals above, so that Exim can recognize the syntax of
# table literal addresses.

# table_literal:
#   driver = ipliteral
#   tables = ! +local_tables
#   transport = remote_smtp


# This router routes addresses that are not in local tables by doing a DNS
# lookup on the table name. Any table that resolves to 0.0.0.0 or to a
# loopback interface address (127.0.0.0/8) is treated as if it had no DNS
# entry. Note that 0.0.0.0 is the same as 0.0.0.0/32, which is commonly
treated
# as the local host inside the network stack. It is not 0.0.0.0/0, the
default
# route. If the DNS lookup fails, no further routers are tried because of
# the no_more setting, and consequently the address is unrouteable.

dnslookup:
  driver = dnslookup
  tables = ! +local_tables
  transport = remote_smtp
  ignore_target_hosts = 0.0.0.0 : 127.0.0.0/8
  no_more

mysql_sys_aliases:
  driver = redirect
  allow_fail
  allow_defer
  directory_transport = address_file
  file_transport = address_file
  data = ${lookup mysql{SELECT dest FROM aliases \
            WHERE email='${local_part}@${table}' AND \
            type="system"}}

mysql_aliases:
  driver = redirect
  allow_fail
  allow_defer
  directory_transport = address_file
  file_transport = address_file
  data = ${lookup mysql{ SELECT dest FROM aliases \
            WHERE email='${local_part}@${table}' AND \
            type="site"}}

# The remaining routers handle addresses in the local table(s).


# This router handles aliasing using a linearly searched alias file with the
# name /etc/aliases. When this configuration is installed automatically,
# the name gets inserted into this file from whatever is set in Exim's
# build-time configuration. The default path is the traditional /etc/aliases.
# If you install this configuration by hand, you need to specify the correct
# path in the "data" setting below.
#
##### NB  You must ensure that the alias file exists. It used to be the case
##### NB  that every Unix had that file, because it was the Sendmail default.
##### NB  These days, there are systems that don't have it. Your aliases
##### NB  file should at least contain an alias for "postmaster".
#
# If any of your aliases expand to pipes or files, you will need to set
# up a user and a group for these deliveries to run under. You can do
# this by uncommenting the "user" option below (changing the user name
# as appropriate) and adding a "group" option if necessary. Alternatively,
you
# can specify "user" on the transports that are used. Note that the
transports
# listed below are the same as are used for .forward files; you might want
# to set up different ones for pipe and file deliveries from aliases.

#system_aliases:
#  driver = redirect
#  allow_fail
#  allow_defer
#  data = ${lookup{$local_part}lsearch{/etc/aliases}}
## user = exim
#  file_transport = address_file
#  pipe_transport = address_pipe


# This router handles forwarding using traditional .forward files in users'
# home directories. If you want it also to allow mail filtering when a
forward
# file starts with the string "# Exim filter" or "# Sieve filter", uncomment
# the "allow_filter" option.

# If you want this router to treat local parts with suffixes introduced by
"-"
# or "+" characters as if the suffixes did not exist, uncomment the two
local_
# part_suffix options. Then, for example, xxxx-foo at your.table will be treated
# in the same way as xxxx at your.table by this router. You probably want to
make
# the same change to the localuser router.

# The no_verify setting means that this router is skipped when Exim is
# verifying addresses. Similarly, no_expn means that this router is
skipped if
# Exim is processing an EXPN command.

# The check_ancestor option means that if the forward file generates an
# address that is an ancestor of the current one, the current one gets
# passed on instead. This covers the case where A is aliased to B and B
# has a .forward file pointing to A.

# The three transports specified at the end are those that are used when
# forwarding generates a direct delivery to a file, or to a pipe, or sets
# up an auto-reply, respectively.

#userforward:
#  driver = redirect
#  check_local_user
## local_part_suffix = +* : -*
## local_part_suffix_optional
#  file = $home/.forward
## allow_filter
#  no_verify
#  no_expn
#  check_ancestor
#  file_transport = address_file
#  pipe_transport = address_pipe
#  reply_transport = address_reply


# This router matches local user mailboxes. If the router fails, the error
# message is "Unknown user".

# If you want this router to treat local parts with suffixes introduced by
"-"
# or "+" characters as if the suffixes did not exist, uncomment the two
local_
# part_suffix options. Then, for example, xxxx-foo at your.table will be treated
# in the same way as xxxx at your.table by this router.

#localuser:
#  driver = accept
#  check_local_user
## local_part_suffix = +* : -*
## local_part_suffix_optional
#  transport = local_delivery
#  cannot_route_message = Unknown user


mysql_user:
  driver = accept
  condition = ${lookup mysql {SELECT home FROM table \
        WHERE email='${local_part}@${table}'}}
  retry_use_local_part
  transport=mysql_delivery
######################################################################
#                      TRANSPORTS CONFIGURATION                      #
######################################################################
#                       ORDER DOES NOT MATTER                        #
#     Only one appropriate transport is called for each delivery.    #
######################################################################

# A transport is used only when referenced from a router that successfully
# handles an address.

begin transports


# This transport is used for delivering messages over SMTP connections.

remote_smtp:
  driver = smtp


# This transport is used for local delivery to user mailboxes in traditional
# BSD mailbox format. By default it will be run under the uid and gid of the
# local user, and requires the sticky bit to be set on the /var/mail
directory.
# Some systems use the alternative approach of running mail deliveries
under a
# particular group instead of using the sticky bit. The commented options
below
# show how this can be done.

#local_delivery:
#  driver = appendfile
#  file = /var/mail/$local_part
#  delivery_date_add
#  envelope_to_add
#  return_path_add
## group = mail
## mode = 0660


mysql_delivery:
  driver = appendfile
  maildir_format
  maildir_use_size_file
  delivery_date_add
  envelope_to_add
  return_path_add
  directory = \
    ${lookup mysql{SELECT maildir FROM table \
      WHERE email='${local_part}@${table}'}}
  user = \
    ${lookup mysql{SELECT uid FROM table \
      WHERE email='${local_part}@${table}'}}
  group = \
    ${lookup mysql{SELECT gid FROM table \
      WHERE email='${local_part}@${table}'}}
  maildir_tag = ,S=$message_size
  quota_size_regex = ,S=(\d+)
  quota = \
    ${lookup mysql{SELECT quota FROM table \
      WHERE email='${local_part}@${table}'}{$value}{5M}}
  quota_warn_threshold = 90%

# This transport is used for handling pipe deliveries generated by alias or
# .forward files. If the pipe generates any standard output, it is returned
# to the sender of the message as a delivery error. Set return_fail_output
# instead of return_output if you want this to happen only when the pipe
fails
# to complete normally. You can set different transports for aliases and
# forwards if you want to - see the references to address_pipe in the routers
# section above.

address_pipe:
  driver = pipe
  return_output


# This transport is used for handling deliveries directly to files that are
# generated by aliasing or forwarding.

address_file:
  driver = appendfile
  delivery_date_add
  envelope_to_add
  return_path_add


# This transport is used for handling autoreplies generated by the filtering
# option of the userforward router.

address_reply:
  driver = autoreply



######################################################################
#                      RETRY CONFIGURATION                           #
######################################################################

begin retry

# This single retry rule applies to all tables and all errors. It specifies
# retries every 15 minutes for 2 hours, then increasing retry intervals,
# starting at 1 hour and increasing each time by a factor of 1.5, up to 16
# hours, then retries every 6 hours until 4 days have passed since the first
# failed delivery.

# Address or table    Error       Retries
# -----------------    -----       -------

*                      *           F,2h,15m; G,16h,1h,1.5; F,4d,6h



######################################################################
#                      REWRITE CONFIGURATION                         #
######################################################################

# There are no rewriting specifications in this default configuration file.

begin rewrite



######################################################################
#                   AUTHENTICATION CONFIGURATION                     #
######################################################################

# There are no authenticator specifications in this default configuration
file.

begin authenticators



######################################################################
#                   CONFIGURATION FOR local_scan()                   #
######################################################################

# If you have built Exim to include a local_scan() function that contains
# tables for private options, you can define those options here. Remember to
# uncomment the "begin" line. It is commented by default because it provokes
# an error with Exim binaries that are not built with LOCAL_SCAN_HAS_OPTIONS
# set in the Local/Makefile.

# begin local_scan


# End of Exim configuration file



Thank You



From ppomary at ug.edu.gh  Thu May 20 15:00:41 2010
From: ppomary at ug.edu.gh (Pamela Pomary)
Date: Thu, 20 May 2010 19:00:41 -0000 (GMT)
Subject: [rt-users] Exim cannot send mail to external email address
Message-ID: <2408.82.206.239.244.1274382041.squirrel@mailsrv1.ug.edu.gh>


Hello fellow exim users,

I have exim 4.71 installed on Freebsd 8.0 with mysql support. I can send
mail locally using my mysql users. i get the following error when i try
sending mail from my box to another email address:

2010-05-20 18:28:23 1OFATk-0000Kf-Bv <= me at update.ug.edu.gh
H=update.ug.edu.gh [41.204.63.199] P=smtp S=230
2010-05-20 18:28:23 1OFATk-0000Kf-Bv ** me at ug.edu.gh: Unrouteable address
2010-05-20 18:28:23 1OFATn-0000Kh-Om <= <> R=1OFATk-0000Kf-Bv U=mailnull
P=local S=1063
2010-05-20 18:28:23 1OFATk-0000Kf-Bv Completed
2010-05-20 18:28:23 1OFATn-0000Kh-Om => me <me at update.ug.edu.gh>
R=mysql_user T=mysql_delivery
2010-05-20 18:28:23 1OFATn-0000Kh-Om Completed


what have missed in /exim.conf   :



# $Cambridge: exim/exim-src/src/configure.default,v 1.1 2004/10/07
10:39:01 ph10 Exp $

###################################################################### #  
               Runtime configuration file for Exim               #
######################################################################


# This is a default configuration file which will operate correctly in #
uncomplicated installations. Please see the manual for a complete list #
of all the runtime configuration options that can be included in a #
configuration file. There are many more than are mentioned here. The #
manual is in the file doc/spec.txt in the Exim distribution as a plain #
ASCII file. Other formats (PostScript, Texinfo, HTML, PDF) are available #
from the Exim ftp sites. The manual is also online at the Exim web sites.


# This file is divided into several parts, all but the first of which are
# headed by a line starting with the word "begin". Only those parts that #
are required need to be present. Blank lines, and lines starting with # #
are ignored.


########### IMPORTANT ########## IMPORTANT ########### IMPORTANT
########### #                                                             
            # # Whenever you change Exim's configuration file, you *must*
remember to    # # HUP the Exim daemon, because it will not pick up the
new configuration   # # until you do. However, any other Exim processes
that are started, for    # # example, a process started by an MUA in order
to send a message, will    # # see the new configuration as soon as it is
in place.                     # #                                         
                                # # You do not need to HUP the daemon for
changes in auxiliary files that    # # are referenced from this file. They
are read every time they are used.   # #                                  
                                       # # It is usually a good idea to
test a new configuration for syntactic      # # correctness before
installing it (for example, by running the command    # # "exim -C
/config/file.new -bV").                                         # #       
                                                                  #
########### IMPORTANT ########## IMPORTANT ########### IMPORTANT
###########



###################################################################### #  
                 MAIN CONFIGURATION SETTINGS                     #
######################################################################
hide mysql_servers = localhost/<database>/<user>/<password>

# Specify your host's canonical name here. This should normally be the
fully # qualified "official" name of your host. If this option is not set,
the # uname() function is called to obtain the name. In many cases this
does # the right thing and you need not set anything explicitly.

# primary_hostname =


# The next three settings create two lists of tables and one list of
hosts. # These lists are referred to later in this configuration using the
syntax # +local_tables, +relay_to_tables, and +relay_from_hosts,
respectively. They # are all colon-separated lists:

#tablelist local_tables = @
tablelist local_tables = @ :localhost : ${lookup mysql {SELECT table FROM
tables \
                WHERE table="${quote_mysql:${table}}" }}
tablelist relay_to_tables = ug.edu.gh
hostlist   relay_from_hosts = 127.0.0.1 : 192.168.0.0/16 : 41.204.63.199 :
82.206.239.128/25



# Most straightforward access control requirements can be obtained by #
appropriate settings of the above options. In more complicated
situations, you
# may need to modify the Access Control List (ACL) which appears later in
this
# file.

# The first setting specifies your local tables, for example:
#
#   tablelist local_tables = my.first.table : my.second.table
#
# You can use "@" to mean "the name of the local host", as in the default
# setting above. This is the name that is specified by primary_hostname, #
as specified above (or defaulted). If you do not want to do any local #
deliveries, remove the "@" from the setting above. If you want to accept
mail
# addressed to your host's literal IP address, for example, mail addressed
to # "user@[192.168.23.44]", you can add "@[]" as an item in the local
tables # list. You also need to uncomment "allow_table_literals" below.
This is not # recommended for today's Internet.

# The second setting specifies tables for which your host is an incoming
relay.
# If you are not doing any relaying, you should leave the list empty.
However,
# if your host is an MX backup or gateway of some kind for some tables,
you # must set relay_to_tables to match those tables. For example:
#
# tablelist relay_to_tables = *.myco.com : my.friend.org
#
# This will allow any host to relay through your host to those tables. #
See the section of the manual entitled "Control of relaying" for more #
information.

# The third setting specifies hosts that can use your host as an outgoing
relay
# to any other host on the Internet. Such a setting commonly refers to a #
complete local network as well as the localhost. For example:
#
#hostlist relay_from_hosts = 127.0.0.1 : 192.168.0.0/16 : 82.206.239.244/32 #
# The "/16" is a bit mask (CIDR notation), not a number of hosts. Note
that you
# have to include 127.0.0.1 if you want to allow processes on your host to
send
# SMTP mail by using the loopback address. A number of MUAs use this
method of
# sending mail.


# All three of these lists may contain many different kinds of item,
including
# wildcarded names, regular expressions, and file lookups. See the
reference # manual for details. The lists above are used in the access
control list for # incoming messages. The name of this ACL is defined
here:

acl_smtp_rcpt = acl_check_rcpt
acl_smtp_data = acl_check_data
acl_not_smtp  = acl_check_data
# You should not change that setting until you understand how ACLs work.


# Specify the table you want to be added to all unqualified addresses #
here. An unqualified address is one that does not contain an "@" character
# followed by a table. For example, "caesar at rome.example" is a fully
qualified
# address, but the string "caesar" (i.e. just a login name) is an
unqualified # email address. Unqualified addresses are accepted only from
local callers by
# default. See the recipient_unqualified_hosts option if you want to
permit # unqualified addresses from remote sources. If this option is not
set, the # primary_hostname value is used for qualification.

# qualify_table =


# If you want unqualified recipient addresses to be qualified with a
different
# table to unqualified sender addresses, specify the recipient table here.
# If this option is not set, the qualify_table value is used.


# qualify_recipient =


# The following line must be uncommented if you want Exim to recognize #
addresses of the form "user@[10.11.12.13]" that is, with a "table literal"
# (an IP address) instead of a named table. The RFCs still require this
form, # but it makes little sense to permit mail to be sent to specific
hosts by # their IP address in the modern Internet. This ancient format
has been used # by those seeking to abuse hosts by using them for unwanted
relaying. If you # really do want to support table literals, uncomment the
following line, and # see also the "table_literal" router below.

# allow_table_literals


# No deliveries will ever be run under the uids of these users (a colon- #
separated list). An attempt to do so causes a panic error to be logged,
and # the delivery to be deferred. This is a paranoic safety catch. There
is an # even stronger safety catch in the form of the FIXED_NEVER_USERS
setting # in the configuration for building Exim. The list of users that
it specifies # is built into the binary, and cannot be changed. The option
below just adds # additional users to the list. The default for
FIXED_NEVER_USERS is "root", # but just to be absolutely sure, the default
here is also "root".

# Note that the default setting means you cannot deliver mail addressed to
root
# as if it were a normal user. This isn't usually a problem, as most sites
have
# an alias for root that redirects such mail to a human administrator.

never_users = root
#exim_group = mail
#exim_user = ematogo


# The setting below causes Exim to do a reverse DNS lookup on all incoming
# IP calls, in order to get the true host name. If you feel this is too #
expensive, you can specify the networks for which a lookup is done, or #
remove the setting entirely.

host_lookup = *


# The settings below, which are actually the same as the defaults in the #
code, cause Exim to make RFC 1413 (ident) callbacks for all incoming SMTP
# calls. You can limit the hosts to which these calls are made, and/or
change # the timeout that is used. If you set the timeout to zero, all RFC
1413 calls
# are disabled. RFC 1413 calls are cheap and can provide useful
information # for tracing problem messages, but some hosts and firewalls
have problems # with them. This can result in a timeout instead of an
immediate refused # connection, leading to delays on starting up an SMTP
session.

rfc1413_hosts = *
rfc1413_query_timeout = 30s


# By default, Exim expects all envelope addresses to be fully qualified,
that # is, they must contain both a local part and a table. If you want to
accept # unqualified addresses (just a local part) from certain hosts, you
can specify
# these hosts by setting one or both of
#
# sender_unqualified_hosts =
# recipient_unqualified_hosts =
#
# to control sender and recipient addresses, respectively. When this is
done, # unqualified addresses are qualified using the settings of
qualify_table # and/or qualify_recipient (see above).


# If you want Exim to support the "percent hack" for certain tables, #
uncomment the following line and provide a list of tables. The "percent #
hack" is the feature by which mail addressed to x%y at z (where z is one of #
the tables listed) is locally rerouted to x at y and sent on. If z is not one
# of the "percent hack" tables, x%y is treated as an ordinary local part.
This
# hack is rarely needed nowadays; you should not enable it unless you are
sure
# that you really need it.
#
# percent_hack_tables =
#
# As well as setting this option you will also need to remove the test #
for local parts containing % in the ACL definition below.


# When Exim can neither deliver a message nor return it to sender, it
"freezes"
# the delivery error message (aka "bounce message"). There are also other
# circumstances in which messages get frozen. They will stay on the queue
for # ever unless one of the following options is set.

# This option unfreezes frozen bounce messages after two days, tries #
once more to deliver them, and ignores any delivery failures.

ignore_bounce_errors_after = 2d

# This option cancels (removes) frozen messages that are older than a week.

timeout_frozen_after = 7d



###################################################################### #  
                    ACL CONFIGURATION                            # #      
  Specifies access control lists for incoming SMTP mail      #
######################################################################

#av_scanner = clamd:/var/run/clamav/clamd.sock
av_scanner = clamd:127.0.0.1 3310
begin acl
acl_check_data:
  #deny  message = This message contains \
   #               a virus ($malware_name).
    #    malware = *
 # warn	spam	= nobody
 #       message = X-is-spam: over spam threshold
 # warn  message = X-Spam_score: $spam_score\n\
	#	  X-Spam_score_int: $spam_score_int\n\
		#  X-Spam_bar: $spam_bar\n\
		 # X-Spam_report: $spam_report
  accept
# This access control list is used for every RCPT command in an incoming #
SMTP message. The tests are run in order until the address is either #
accepted or denied.

acl_check_rcpt:

  # Accept if the source is local SMTP (i.e. not over TCP/IP). We do this
by # testing for an empty sending host field.




  accept  hosts = :
         # control = dkim_disable_verify


  #############################################################################
# The following section of the ACL is concerned with local parts that
contain
  # @ or % or ! or / or | or dots in unusual places.
  #
  # The characters other than dots are rarely found in genuine local
parts, but
  # are often tried by people looking to circumvent relaying restrictions.
# Therefore, although they are valid in local parts, these rules lock
them # out, as a precaution.
  #
  # Empty components (two dots in a row) are not valid in RFC 2822, but
Exim # allows them because they have been encountered. (Consider local
parts # constructed as "firstinitial.secondinitial.familyname" when
applied to # someone like me, who has no second initial.) However, a
local part
starting
  # with a dot or containing /../ can cause trouble if it is used as part
of a
  # file name (e.g. for a mailing list). This is also true for local parts
that
  # contain slashes. A pipe symbol can also be troublesome if the local
part is
  # incorporated unthinkingly into a shell command line.
  #
  # Two different rules are used. The first one is stricter, and is
applied to
  # messages that are addressed to one of the local tables handled by this
# host. It blocks local parts that begin with a dot or contain @ % ! /
or |.
  # If you have local accounts that include these characters, you will
have to
  # modify this rule.

  deny    message       = Restricted characters in address
          tables       = +local_tables
          local_parts   = ^[.] : ^.*[@%!/|]

  # The second rule applies to all other tables, and is less strict. This
# allows your own users to send outgoing messages to sites that use
slashes # and vertical bars in their local parts. It blocks local parts
that begin # with a dot, slash, or vertical bar, but allows these
characters within
the
  # local part. However, the sequence /../ is barred. The use of @ % and !
is # blocked, as before. The motivation here is to prevent your users
(or # your users' viruses) from mounting certain kinds of attack on
remote
sites.

  deny    message       = Restricted characters in address
          tables       = !+local_tables
          local_parts   = ^[./|] : ^.*[@%!] : ^.*/\\.\\./
  #############################################################################

  # Accept mail to postmaster in any local table, regardless of the
source, # and without verifying the sender.

  accept  local_parts   = postmaster
          tables       = +local_tables

  # Deny unless the sender address can be verified.

#  require verify        = sender


  #############################################################################
# There are no checks on DNS "black" lists because the tables that
contain # these lists are changing all the time. However, here are two
examples of # how you could get Exim to perform a DNS black list lookup
at this point. # The first one denies, while the second just warns.
  #
  # deny    message       = rejected because $sender_host_address is in a
black list at $dnslist_table\n$dnslist_text
  #         dnslists      = black.list.example
  #
  # warn    message       = X-Warning: $sender_host_address is in a black
list at $dnslist_table
  #         log_message   = found in $dnslist_table
  #         dnslists      = black.list.example
  #############################################################################

  # Accept if the address is in a local table, but only if the recipient
can # be verified. Otherwise deny. The "endpass" line is the border
between # passing on to the next ACL statement (if tests above it fail)
or denying # access (if tests below it fail).

  accept  tables       = +local_tables
          endpass
         # verify        = recipient






















 # Accept if the address is in a table for which we are relaying, but again,
  # only if the recipient can be verified.

  accept  tables       = +relay_to_tables
          endpass
         # verify        = recipient

  # If control reaches this point, the table is neither in +local_tables #
nor in +relay_to_tables.

  # Accept if the message comes from one of the hosts for which we are an
# outgoing relay. Recipient verification is omitted here, because in
many # cases the clients are dumb MUAs that don't cope well with SMTP
error # responses. If you are actually relaying out from MTAs, you
should
probably
  # add recipient verification here.

  accept  hosts         = +relay_from_hosts

  # Accept if the message arrived over an authenticated connection, from #
any host. Again, these messages are usually from MUAs, so recipient #
verification is omitted.

  accept  authenticated = *
          control       = submission
          #control       = dkim_disable_verify
  # Reaching the end of the ACL causes a "deny", but we might as well give
# an explicit message.

  deny    message       = relay not permitted



###################################################################### #  
                   ROUTERS CONFIGURATION                         # #      
        Specifies how addresses are handled                  #
###################################################################### #  
  THE ORDER IN WHICH THE ROUTERS ARE DEFINED IS IMPORTANT!       # # An
address is passed to each router in turn until it is accepted.  #
######################################################################

begin routers

# This router routes to remote hosts over SMTP by explicit IP address, #
when an email address is given in "table literal" form, for example, #
<user@[192.168.35.64]>. The RFCs require this facility. However, it is #
little-known these days, and has been exploited by evil people seeking #
to abuse SMTP relays. Consequently it is commented out in the default #
configuration. If you uncomment this router, you also need to uncomment #
allow_table_literals above, so that Exim can recognize the syntax of #
table literal addresses.

# table_literal:
#   driver = ipliteral
#   tables = ! +local_tables
#   transport = remote_smtp


# This router routes addresses that are not in local tables by doing a DNS
# lookup on the table name. Any table that resolves to 0.0.0.0 or to a #
loopback interface address (127.0.0.0/8) is treated as if it had no DNS #
entry. Note that 0.0.0.0 is the same as 0.0.0.0/32, which is commonly
treated
# as the local host inside the network stack. It is not 0.0.0.0/0, the
default
# route. If the DNS lookup fails, no further routers are tried because of
# the no_more setting, and consequently the address is unrouteable.

dnslookup:
  driver = dnslookup
  tables = ! +local_tables
  transport = remote_smtp
  ignore_target_hosts = 0.0.0.0 : 127.0.0.0/8
  no_more

mysql_sys_aliases:
  driver = redirect
  allow_fail
  allow_defer
  directory_transport = address_file
  file_transport = address_file
  data = ${lookup mysql{SELECT dest FROM aliases \
            WHERE email='${local_part}@${table}' AND \
            type="system"}}

mysql_aliases:
  driver = redirect
  allow_fail
  allow_defer
  directory_transport = address_file
  file_transport = address_file
  data = ${lookup mysql{ SELECT dest FROM aliases \
            WHERE email='${local_part}@${table}' AND \
            type="site"}}

# The remaining routers handle addresses in the local table(s).


# This router handles aliasing using a linearly searched alias file with
the # name /etc/aliases. When this configuration is installed
automatically, # the name gets inserted into this file from whatever is
set in Exim's # build-time configuration. The default path is the
traditional /etc/aliases. # If you install this configuration by hand, you
need to specify the correct # path in the "data" setting below.
#
##### NB  You must ensure that the alias file exists. It used to be the
case ##### NB  that every Unix had that file, because it was the Sendmail
default. ##### NB  These days, there are systems that don't have it. Your
aliases ##### NB  file should at least contain an alias for "postmaster".
#
# If any of your aliases expand to pipes or files, you will need to set #
up a user and a group for these deliveries to run under. You can do # this
by uncommenting the "user" option below (changing the user name # as
appropriate) and adding a "group" option if necessary. Alternatively, you
# can specify "user" on the transports that are used. Note that the
transports
# listed below are the same as are used for .forward files; you might want
# to set up different ones for pipe and file deliveries from aliases.

#system_aliases:
#  driver = redirect
#  allow_fail
#  allow_defer
#  data = ${lookup{$local_part}lsearch{/etc/aliases}}
## user = exim
#  file_transport = address_file
#  pipe_transport = address_pipe


# This router handles forwarding using traditional .forward files in
users' # home directories. If you want it also to allow mail filtering
when a forward
# file starts with the string "# Exim filter" or "# Sieve filter",
uncomment # the "allow_filter" option.

# If you want this router to treat local parts with suffixes introduced by
"-"
# or "+" characters as if the suffixes did not exist, uncomment the two
local_
# part_suffix options. Then, for example, xxxx-foo at your.table will be
treated # in the same way as xxxx at your.table by this router. You probably
want to make
# the same change to the localuser router.

# The no_verify setting means that this router is skipped when Exim is #
verifying addresses. Similarly, no_expn means that this router is skipped
if
# Exim is processing an EXPN command.

# The check_ancestor option means that if the forward file generates an #
address that is an ancestor of the current one, the current one gets #
passed on instead. This covers the case where A is aliased to B and B #
has a .forward file pointing to A.

# The three transports specified at the end are those that are used when #
forwarding generates a direct delivery to a file, or to a pipe, or sets #
up an auto-reply, respectively.

#userforward:
#  driver = redirect
#  check_local_user
## local_part_suffix = +* : -*
## local_part_suffix_optional
#  file = $home/.forward
## allow_filter
#  no_verify
#  no_expn
#  check_ancestor
#  file_transport = address_file
#  pipe_transport = address_pipe
#  reply_transport = address_reply


# This router matches local user mailboxes. If the router fails, the error
# message is "Unknown user".

# If you want this router to treat local parts with suffixes introduced by
"-"
# or "+" characters as if the suffixes did not exist, uncomment the two
local_
# part_suffix options. Then, for example, xxxx-foo at your.table will be
treated # in the same way as xxxx at your.table by this router.

#localuser:
#  driver = accept
#  check_local_user
## local_part_suffix = +* : -*
## local_part_suffix_optional
#  transport = local_delivery
#  cannot_route_message = Unknown user


mysql_user:
  driver = accept
  condition = ${lookup mysql {SELECT home FROM table \
        WHERE email='${local_part}@${table}'}}
  retry_use_local_part
  transport=mysql_delivery
###################################################################### #  
                   TRANSPORTS CONFIGURATION                      #
###################################################################### #  
                    ORDER DOES NOT MATTER                        # #    
Only one appropriate transport is called for each delivery.    #
######################################################################

# A transport is used only when referenced from a router that successfully
# handles an address.

begin transports


# This transport is used for delivering messages over SMTP connections.

remote_smtp:
  driver = smtp


# This transport is used for local delivery to user mailboxes in
traditional # BSD mailbox format. By default it will be run under the uid
and gid of the # local user, and requires the sticky bit to be set on the
/var/mail directory.
# Some systems use the alternative approach of running mail deliveries
under a
# particular group instead of using the sticky bit. The commented options
below
# show how this can be done.

#local_delivery:
#  driver = appendfile
#  file = /var/mail/$local_part
#  delivery_date_add
#  envelope_to_add
#  return_path_add
## group = mail
## mode = 0660


mysql_delivery:
  driver = appendfile
  maildir_format
  maildir_use_size_file
  delivery_date_add
  envelope_to_add
  return_path_add
  directory = \
    ${lookup mysql{SELECT maildir FROM table \
      WHERE email='${local_part}@${table}'}}
  user = \
    ${lookup mysql{SELECT uid FROM table \
      WHERE email='${local_part}@${table}'}}
  group = \
    ${lookup mysql{SELECT gid FROM table \
      WHERE email='${local_part}@${table}'}}
  maildir_tag = ,S=$message_size
  quota_size_regex = ,S=(\d+)
  quota = \
    ${lookup mysql{SELECT quota FROM table \
      WHERE email='${local_part}@${table}'}{$value}{5M}}
  quota_warn_threshold = 90%

# This transport is used for handling pipe deliveries generated by alias
or # .forward files. If the pipe generates any standard output, it is
returned # to the sender of the message as a delivery error. Set
return_fail_output # instead of return_output if you want this to happen
only when the pipe fails
# to complete normally. You can set different transports for aliases and #
forwards if you want to - see the references to address_pipe in the
routers # section above.

address_pipe:
  driver = pipe
  return_output


# This transport is used for handling deliveries directly to files that
are # generated by aliasing or forwarding.

address_file:
  driver = appendfile
  delivery_date_add
  envelope_to_add
  return_path_add


# This transport is used for handling autoreplies generated by the
filtering # option of the userforward router.

address_reply:
  driver = autoreply



###################################################################### #  
                   RETRY CONFIGURATION                           #
######################################################################

begin retry

# This single retry rule applies to all tables and all errors. It
specifies # retries every 15 minutes for 2 hours, then increasing retry
intervals, # starting at 1 hour and increasing each time by a factor of
1.5, up to 16 # hours, then retries every 6 hours until 4 days have passed
since the first # failed delivery.

# Address or table    Error       Retries
# -----------------    -----       -------

*                      *           F,2h,15m; G,16h,1h,1.5; F,4d,6h



###################################################################### #  
                   REWRITE CONFIGURATION                         #
######################################################################

# There are no rewriting specifications in this default configuration file.

begin rewrite



###################################################################### #  
                AUTHENTICATION CONFIGURATION                     #
######################################################################

# There are no authenticator specifications in this default configuration
file.

begin authenticators



###################################################################### #  
                CONFIGURATION FOR local_scan()                   #
######################################################################

# If you have built Exim to include a local_scan() function that contains
# tables for private options, you can define those options here. Remember
to # uncomment the "begin" line. It is commented by default because it
provokes # an error with Exim binaries that are not built with
LOCAL_SCAN_HAS_OPTIONS # set in the Local/Makefile.

# begin local_scan


# End of Exim configuration file



Thank You



-- 
Pamela Pomary
ICT Assistant (Network Administration)
ICT Directorate
University of Ghana
Tel:+233 244 994 020
g-mail:ppomary at gmail.com
yahoo-mail: mawua2005 at yahoo.com
skype:ppomary



From radbou at ipexna.com  Thu May 20 15:05:41 2010
From: radbou at ipexna.com (Bouzite, Radouan)
Date: Thu, 20 May 2010 15:05:41 -0400
Subject: [rt-users] User could not be created: Could not set user info
In-Reply-To: <6F3EC091FE756F42BE189BA64226A5FC1915FC69@mail1ids.ipex.network>
References: <6F3EC091FE756F42BE189BA64226A5FC1915FC52@mail1ids.ipex.network> 
	<6F3EC091FE756F42BE189BA64226A5FC1915FC5E@mail1ids.ipex.network> 
	<6F3EC091FE756F42BE189BA64226A5FC1915FC69@mail1ids.ipex.network>
Message-ID: <6F3EC091FE756F42BE189BA64226A5FC1915FC6B@mail1ids.ipex.network>

 

After I  install LDAP ExternalAuth to use LDAP with Active Directoy I
start getting the following message when I want to create a new user on
RT :

 

User could not be created: Could not set user info

 

 

 

 

--------------------------------------------- 
Radouan Bouzite 
Unix/SAN Admin. 
Ipex Management Inc. 
Tel : (514) 769 3445 ext 291 
Fax :(514) 769-1672 

________________________________

From: Bouzite, Radouan 
Sent: May-20-10 11:49 AM
To: Bouzite, Radouan; 'rt-users at lists.bestpractical.com'
Subject: RT : User could not be created: Could not set user info

 

 

Using RT on CentOs with   LDAP ExternalAuth 

 

--------------------------------------------- 
Radouan Bouzite 
Unix/SAN Admin. 
Ipex Management Inc. 
Tel : (514) 769 3445 ext 291 
Fax :(514) 769-1672 

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From borngunners at aol.com  Thu May 20 16:33:39 2010
From: borngunners at aol.com (borngunners at aol.com)
Date: Thu, 20 May 2010 16:33:39 -0400 (EDT)
Subject: [rt-users] creating new user password
In-Reply-To: 26754525
References: 26754525
Message-ID: <8CCC672DD0D9EDB-7FC-F7@webmail-d058.sysops.aol.com>



Which rt version do you use?
I am using 3.8.8

I have tried using "password" as my current password after creating the user and when I am trying to change the password, it gives me the same message:

"Please enter your current password. Password has not been set"


When I try to login using the current password, it does not allow me to login neither.

Remember, I am not talking about user root in this case.
I am refferring to another superUser that I am creating.

Thanks


-----Original Message-----
From: Bjoern Schulz <bjoern.schulz at desy.de>
To: borngunners <borngunners at aol.com>
Sent: Thu, May 20, 2010 12:41 pm
Subject: Re: [rt-users] creating new user password


Hi!
Which rt version do you use?
in 3.8.8 the initial password is "password"
best,
  bj?rn
Am 20.05.2010 18:35, schrieb borngunners at aol.com:
 After I create a new user and set the password, I get the following message:
 Please enter your current password. Password has not been set
 I need help resolving this problem so my helpdesk staff can start using RT.
 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 falcone at bestpractical.com  Thu May 20 16:42:12 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 20 May 2010 16:42:12 -0400
Subject: [rt-users] Multiple owners(approvers) for ticket approval
In-Reply-To: <20100421151701.627E.9AD9BB4C@kvh.co.jp>
References: <20100421151701.627E.9AD9BB4C@kvh.co.jp>
Message-ID: <20100520204212.GG16269@jibsheet.com>

On Wed, Apr 21, 2010 at 03:17:01PM +0900, Yuichiro Tokumaru wrote:
> 
> I would like to set multiple approvers on some tickets of the queue.
> The reason is that tickets have to wait for only one owner's back when he is absent.
> AdminCC can approve the ticket, but I'm not satisfied with the RT's behavior which is different between Owner and AdminCC.
> 
> When I set multiple owners, RT sets the approver to nobody and doesn't work.
> Who can set multiple owners(approvers) for ticket approval ?

You want to use AdminCc in this case.  Can you explain further what
"sets the approver to nobody and doesn't work" means?  I've definitely
configured Approbals using AdminCcs, although it was for newer
versions of 3.8 than 3.8.4

-kevin
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From falcone at bestpractical.com  Thu May 20 17:02:37 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 20 May 2010 17:02:37 -0400
Subject: [rt-users] 3.8.7 Internal Server Error
In-Reply-To: <4BD6F515.3090702@umbc.edu>
References: <4BD6F515.3090702@umbc.edu>
Message-ID: <20100520210237.GH16269@jibsheet.com>

On Tue, Apr 27, 2010 at 10:30:45AM -0400, Joe Kirby wrote:
> According to my HelpDesk staff they were able to click the link when
> in the People Section of a ticket and it would bring up the user
> info and they can no longer do that without increased privileges.
> 
> I can fix this by giving then AdminUser and ShowConfig but I was
> hoping to avoid this if possible
> 
> Does anyone recall if this was an option in 3.8.2?
> 
> Is there a config setting that we may have to adjust?

They really shouldn't even get a link unless the users have
ShowConfigTab and AdminUsers in the first place (from 3.8.6 and newer).

You most likely want to just put whatever info your users want into
the 'More About This User' box and avoid having them walk around in
the admin UI.  There are callbacks available.

-kevin
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From jpierce at cambridgeenergyalliance.org  Thu May 20 17:20:26 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 20 May 2010 17:20:26 -0400
Subject: [rt-users] 3.8.7 Internal Server Error
In-Reply-To: <20100520210237.GH16269@jibsheet.com>
References: <4BD6F515.3090702@umbc.edu> <20100520210237.GH16269@jibsheet.com>
Message-ID: <AANLkTilzMD9yvdt3F_EYPf9h7geykirBy9tbpqHM1YLy@mail.gmail.com>

>> I can fix this by giving then AdminUser and ShowConfig but I was
>> hoping to avoid this if possible
>>
>> Does anyone recall if this was an option in 3.8.2?
>>
>> Is there a config setting that we may have to adjust?

Yeah, this is an unfortunate instance of insufficient granularity in
RT's ACLs. I need my queue admins to be able to be able to edit
existing users (update addresses, etc), so I've granted them these
rights. I see no problem with it though, since there are plenty of
other Config Tab things could legitimately use e.g; queue templates;
and those they oughtn't have internal checks for SuperUser. The only
thing I had to do (still using 3.8.2) was add an overlay on
Admin/User/Modify.html that checked for SuperUser before changing a
user's password.

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


From falcone at bestpractical.com  Thu May 20 17:25:44 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 20 May 2010 17:25:44 -0400
Subject: [rt-users] Forward ticket -> Entry in Ticket history
In-Reply-To: <0bca01caead2$9116e930$b344bb90$@net>
References: <0bca01caead2$9116e930$b344bb90$@net>
Message-ID: <20100520212544.GI16269@jibsheet.com>

On Mon, May 03, 2010 at 07:38:58PM +0430, Payam Poursaied wrote:
> More than a month ago, someone asked about putting track of forwarded
> messages in the history page.
> http://lists.bestpractical.com/pipermail/rt-users/2010-March/063921.html
> 
> Is there any solution to this?

I'd happily review a patch if someone contributed it
It required quite a bit of refactoring

-kevin
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From vegard.vesterheim at uninett.no  Thu May 20 17:28:24 2010
From: vegard.vesterheim at uninett.no (Vegard Vesterheim)
Date: Thu, 20 May 2010 23:28:24 +0200
Subject: [rt-users] simple web script to fill "link values to" from db
In-Reply-To: <20100504133443.GA79779@bewilderbeast.blackhelicopters.org>
	(Michael W. Lucas's message of "Tue\,
	4 May 2010 09\:34\:43 -0400")
References: <20100504133443.GA79779@bewilderbeast.blackhelicopters.org>
Message-ID: <877hmyxnyf.fsf@shuttle.vesterheim.no>

On Tue, 4 May 2010 09:34:43 -0400 "Michael W. Lucas" <mwlucas at blackhelicopters.org> wrote:

> Hi,
>
> We're running RT 3.8.6 with postgresql on FreeBSD 8.
>
> I have a set of outside databases I'd like to extract some RT custom
> field values from: circuit IDs, services, etc.  This seems like it
> would be easy to do with the CustomField "Link values to" option.
>
> Surely someone's already written a simple CGI/PHP/somesuch script to
> pull values like this from a postgres database?  I could probably
> remember enough PHP to do it myself, but I'd prefer to use a wheel
> someone else invented.

I am not sure I understand your problem description fully. Why does
this have to be a "web/CGI" script?  The purpose of the "Link values
to" option is to make these Custom Field Values in the RT web UI into
hyperlinks to another service. It is not for importing values to RT.

I have recently written a quick'n'dirty perl script to automatically
update som CFs from an external DB. This script has not been put into
production yet, so it may contain errors, but I think it illustrates the
basic idea. I would like to generalize the script so that it can be reused
for other CFs. 

My idea is to run this script periodically (from cron) so that the CF
values are automatically updated.

You will need to fill out the blanks (...) yourself

Kind::DBIx is simply an DBIx::Class-based Perl module for accessing our external DB.

----- snip - snip -------------------------------------------------
#! /usr/bin/perl 
# Update customfields in RT with values from external DB

use strict;
use Getopt::Long;
use Kind::DBIx;
use DBI;
use Data::Dumper;

my $rt_passwd;

GetOptions (
            'rt_passwd:s' => \$rt_passwd,
           );

my $rt_dbh = DBI->connect ('dbi:Pg:...;dbname=...', 'rt_user...', $rt_passwd);

my $cf = $rt_dbh->selectcol_arrayref
    ('select id from customfields where name=?', undef, '...CF_FIELD_NAME...');
my $cf_field_no = $cf->[0];
die "No valid cf field found" unless $cf_field_no;

my $rt_utstyr_ref = $rt_dbh->selectcol_arrayref
    ('select name from customfieldvalues where customfield = ?', undef, $cf_field_no);
my @rt_utstyr = @{$rt_utstyr_ref};

my $rt_insert_sth = $rt_dbh->prepare ('insert into customfieldvalues (customfield, name) values (?, ?)');

my @kind_utstyr = map {$_->navn} Kind::DBIx->init()->resultset('Utstyr')->search 
    ({ -and => [
                -or => [
                        # utstyrstype => 20,                                                                                               
                        # utstyrstype => 30,                                                                                               
			# # utstyrstype => 40, # switches                                                                                  
                        utstyrstype => 80,
                        # utstyrstype => 90,                                                                                               
                        # utstyrstype => 100,                                                                                              
                       ],
                status => 20,
		navn => {'!=' => undef},
                navn => {'!=' => ''},
               ]});

my %in_rt;
@in_rt{@rt_utstyr} = ();

my %in_kind;
@in_kind{@kind_utstyr} = ();

my (@new_utstyr, @old_utstyr);
foreach my $rt (@rt_utstyr) {
    push (@old_utstyr, $rt) unless exists $in_kind{$rt};
}
 
foreach my $kind (@kind_utstyr) {
    push (@new_utstyr, $kind) unless exists $in_rt{$kind};
}

map {$rt_insert_sth->execute ($cf_field_no, $_)} @new_utstyr;
print "Added", Dumper @new_utstyr;

# FIXME, remove values that have "disappeared"
print "To be removed", Dumper @old_utstyr;
----- snip - snip -------------------------------------------------


From gordon at cryologic.com  Thu May 20 19:25:07 2010
From: gordon at cryologic.com (gordon at cryologic.com)
Date: Fri, 21 May 2010 09:25:07 +1000
Subject: [rt-users] Customised display format for Simple search
Message-ID: <4BF5C4D3.7010508@cryologic.com>

Hi,

I would like to create a customised display format that is only used for 
a Simple search. ie I would like to keep the default display format for 
a regular search. Is this possible? If so, what files would I have to 
add/change?

Thanks for any advice.
Gordon


From falcone at bestpractical.com  Thu May 20 21:42:23 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 20 May 2010 21:42:23 -0400
Subject: [rt-users] RT 3.8.8 Released
In-Reply-To: <v2ze9f825501005071502o38aa85c7o6df42f2901f5bfc9@mail.gmail.com>
References: <g2m589c94401005051416r83b5e998o9f3235d9afc8e97f@mail.gmail.com>
	<i2s589c94401005070948ub921701cva430098acb196983@mail.gmail.com>
	<v2ze9f825501005071502o38aa85c7o6df42f2901f5bfc9@mail.gmail.com>
Message-ID: <20100521014223.GJ16269@jibsheet.com>

On Fri, May 07, 2010 at 03:02:27PM -0700, Kenneth Crocker wrote:
>    In this announcement, I saw a reference to "* Process custom fields in ModifyDates.html" and I
>    was wondering if this means that we can now create a CF in DATE format?

No

>    Also one other question: When we were in 3.6.4, the "category" for a Custom Field would show
>    in the "Modify Ticket" screen. This allowed a user to select the category from a drop-down tab
>    and thereby shorten the list of available values to choose from for that CF. This hasn't been
>    working in 3.8.7. Is that now fixed as well?

Have you run the upgrade scripts to use the new linked CFs?
This works fine for plenty of people in 3.8

-kevin
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From falcone at bestpractical.com  Thu May 20 21:44:15 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 20 May 2010 21:44:15 -0400
Subject: [rt-users] Google Calendar integration?
In-Reply-To: <j2tbe7163f1005081142tba68399aj8d776d413444a54d@mail.gmail.com>
References: <AANLkTilCqVO8WoLtfFO2UOUmkI485j6Uli3lgLK5GFKe@mail.gmail.com>
	<j2tbe7163f1005081142tba68399aj8d776d413444a54d@mail.gmail.com>
Message-ID: <20100521014415.GK16269@jibsheet.com>

On Sat, May 08, 2010 at 02:42:52PM -0400, Jerrad Pierce wrote:
> RT has a native iCal export, and RTx::Calendar provides another.
> Alas, from what I've been able to determine, Google Calendar does
> not like calendars over SSL.

I've been using google calender reading from an RT iCal feed over ssl
for years without issue.  Even using a self-signed cert.

-kevin
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From torsten.brumm at Kuehne-Nagel.com  Fri May 21 02:22:59 2010
From: torsten.brumm at Kuehne-Nagel.com (Brumm,
	Torsten / Kuehne + Nagel / Ham MI-ID)
Date: Fri, 21 May 2010 08:22:59 +0200
Subject: [rt-users] creating new user password
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F9375F@w3hamboex11.ger.win.int.kn>

Hi,
Had the same error/problem some days ago, i fixed it with the password of the currently logged in user, it was in my case "password" so use the password from your logged in user!

Torsten

________________________________

Von: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com> 
An: RT-Users at lists.bestpractical.com <RT-Users at lists.bestpractical.com> 
Gesendet: Thu May 20 22:33:39 2010
Betreff: Re: [rt-users] creating new user password 



Which rt version do you use?
I am using 3.8.8
 
I have tried using "password" as my current password after creating the user and when I am trying to change the password, it gives me the same message:

"Please enter your current password. Password has not been set"
 
When I try to login using the current password, it does not allow me to login neither.
 
Remember, I am not talking about user root in this case.
I am refferring to another superUser that I am creating.
 
Thanks



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



-----Original Message-----
From: Bjoern Schulz <bjoern.schulz at desy.de>
To: borngunners <borngunners at aol.com>
Sent: Thu, May 20, 2010 12:41 pm
Subject: Re: [rt-users] creating new user password


Hi!

Which rt version do you use?

in 3.8.8 the initial password is "password"

best,
   bjoern

Am 20.05.2010 18:35, schrieb borngunners at aol.com:
> After I create a new user and set the password, I get the following message:
> Please enter your current password. Password has not been set
> I need help resolving this problem so my helpdesk staff can start using RT.
> 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 dominic.hargreaves at oucs.ox.ac.uk  Fri May 21 06:05:11 2010
From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves)
Date: Fri, 21 May 2010 11:05:11 +0100
Subject: [rt-users] Forward ticket -> Entry in Ticket history
In-Reply-To: <20100520212544.GI16269@jibsheet.com>
References: <0bca01caead2$9116e930$b344bb90$@net>
	<20100520212544.GI16269@jibsheet.com>
Message-ID: <20100521100511.GA3951@gunboat-diplomat.oucs.ox.ac.uk>

On Thu, May 20, 2010 at 05:25:44PM -0400, Kevin Falcone wrote:
> On Mon, May 03, 2010 at 07:38:58PM +0430, Payam Poursaied wrote:
> > More than a month ago, someone asked about putting track of forwarded
> > messages in the history page.
> > http://lists.bestpractical.com/pipermail/rt-users/2010-March/063921.html
> > 
> > Is there any solution to this?
> 
> I'd happily review a patch if someone contributed it
> It required quite a bit of refactoring

Noting that this is also
<http://issues.bestpractical.com/Ticket/Display.html?id=12883>
which makes a reference to existing work on a branch. Is that available
anywhere or would it be best to start from 3.8-trunk?

Thanks,
Dominic.

-- 
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford
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From omarti at cesca.cat  Fri May 21 06:47:51 2010
From: omarti at cesca.cat (=?ISO-8859-1?Q?Oriol_Mart=ED?=)
Date: Fri, 21 May 2010 12:47:51 +0200
Subject: [rt-users] Different rights in queues for different unprivileged
	users
Message-ID: <4BF664D7.8070700@cesca.es>

Hello,
I want to create some unprivileged users and get rights for create 
ticket to everyone to different queues. If I have two unprivileged 
users: user1 and user2, and two queues: queue1 and queue2, I would like 
that user1 can only create tickets on queue1 and user2 con only create 
tickets on queue2.
I have seen that when I configure the rights for a queue, I can 
configure the rights for all the unprivileged users, but not for one of 
them.
I think that the best think to do that is to add an unprivileged user to 
a group and assign the rights to the group, but I can't add unprivileged 
users to a group.

Somebody can help me?

I'm using RT version 3.6.3

Best regards

-- 
......................................................................
        __
       / /          Oriol Mart? i Bonveh?
C E / S / C A      Departament de Sistemes i Xarxes
     /_/            Centre de Supercomputaci? de Catalunya

Gran Capit?, 2-4 (Edifici Nexus) ? 08034 Barcelona
T. 93 205 6464 (ext. 505) ? F.  93 205 6979 ? omarti at cesca.cat
......................................................................



From torsten.brumm at Kuehne-Nagel.com  Fri May 21 08:39:32 2010
From: torsten.brumm at Kuehne-Nagel.com (Brumm,
	Torsten / Kuehne + Nagel / Ham MI-ID)
Date: Fri, 21 May 2010 14:39:32 +0200
Subject: [rt-users] Different rights in queues for different
	unprivilegedusers
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F93761@w3hamboex11.ger.win.int.kn>

Only idea so far is: make them priviledged, and grant them only needed rights to specific queues.

Another idea: how do they create ticket? Webui or mail? If mail you could some magic on mailer level?!

----- Originalnachricht -----

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



Von: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
An: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
Gesendet: Fri May 21 12:47:51 2010
Betreff: [rt-users] Different rights in queues for different unprivilegedusers

Hello,
I want to create some unprivileged users and get rights for create 
ticket to everyone to different queues. If I have two unprivileged 
users: user1 and user2, and two queues: queue1 and queue2, I would like 
that user1 can only create tickets on queue1 and user2 con only create 
tickets on queue2.
I have seen that when I configure the rights for a queue, I can 
configure the rights for all the unprivileged users, but not for one of 
them.
I think that the best think to do that is to add an unprivileged user to 
a group and assign the rights to the group, but I can't add unprivileged 
users to a group.

Somebody can help me?

I'm using RT version 3.6.3

Best regards

-- 
......................................................................
        __
       / /          Oriol Mart? i Bonveh?
C E / S / C A      Departament de Sistemes i Xarxes
     /_/            Centre de Supercomputaci? de Catalunya

Gran Capit?, 2-4 (Edifici Nexus) ? 08034 Barcelona
T. 93 205 6464 (ext. 505) ? F.  93 205 6979 ? omarti at cesca.cat
......................................................................


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

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From torsten.brumm at Kuehne-Nagel.com  Fri May 21 08:41:41 2010
From: torsten.brumm at Kuehne-Nagel.com (Brumm,
	Torsten / Kuehne + Nagel / Ham MI-ID)
Date: Fri, 21 May 2010 14:41:41 +0200
Subject: [rt-users] Make install issue
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F93762@w3hamboex11.ger.win.int.kn>

Web user and web group shoul be the user/group name of the web server, the rt group should be the group the rt user belongs to, in most cases this is group rt(3)


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



________________________________

Von: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com> 
An: RT-Users at lists.bestpractical.com <RT-Users at lists.bestpractical.com> 
Gesendet: Wed May 19 22:27:14 2010
Betreff: [rt-users] Make install issue 


I am missing something and an error message at the end of make install 
 
root at helpdesk:~/rt-3.8.8# make install
/usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql --with-fastcgi
perl:
        >=5.8.3(5.10.0) ...found
users:
        rt group (www) ...MISSING
        bin owner (root) ...found
        libs owner (root) ...found
        libs group (bin) ...found
        web owner (www) ...MISSING
        web group (www) ...MISSING

All dependencies have been found.
/opt/local/bin/ginstall -c -m 0755 -o root -g www -d /opt/rt3/etc
make: /opt/local/bin/ginstall: Command not found
make: *** [config-install] Error 127
root at helpdesk:~/rt-3.8.8#




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From borngunners at aol.com  Fri May 21 09:48:38 2010
From: borngunners at aol.com (borngunners at aol.com)
Date: Fri, 21 May 2010 09:48:38 -0400 (EDT)
Subject: [rt-users] creating new user password
In-Reply-To: 26754700
References: 26754700
Message-ID: <8CCC70372FA1D52-284C-B161@webmail-m057.sysops.aol.com>

Thanks Torsten....That resolved my problem. I had changed the root password from the original password to something else, but your solution works for me....





-----Original Message-----
From: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID <torsten.brumm at Kuehne-Nagel.com>
To: borngunners <borngunners at aol.com>; RT-Users <RT-Users at lists.bestpractical.com>
Sent: Fri, May 21, 2010 2:23 am
Subject: AW: Re: [rt-users] creating new user password


Hi,
Had the same error/problem some days ago, i fixed it with the password of the currently logged in user, it was in my case "password" so use the password from your logged in user!

Torsten


Von: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com> 
An: RT-Users at lists.bestpractical.com <RT-Users at lists.bestpractical.com> 
Gesendet: Thu May 20 22:33:39 2010
Betreff: Re: [rt-users] creating new user password 



Which rt version do you use?
I am using 3.8.8
 
I have tried using "password" as my current password after creating the user and when I am trying to change the password, it gives me the same message:

"Please enter your current password. Password has not been set"

 
When I try to login using the current password, it does not allow me to login neither.
 
Remember, I am not talking about user root in this case.
I am refferring to another superUser that I am creating.
 
Thanks


-----Original Message-----
From: Bjoern Schulz <bjoern.schulz at desy.de>
To: borngunners <borngunners at aol.com>
Sent: Thu, May 20, 2010 12:41 pm
Subject: Re: [rt-users] creating new user password


Hi!
Which rt version do you use?
in 3.8.8 the initial password is "password"
best,
  bj?rn
Am 20.05.2010 18:35, schrieb borngunners at aol.com:
 After I create a new user and set the password, I get the following message:
 Please enter your current password. Password has not been set
 I need help resolving this problem so my helpdesk staff can start using RT.
 thanks,





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



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

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From borngunners at aol.com  Fri May 21 09:54:23 2010
From: borngunners at aol.com (borngunners at aol.com)
Date: Fri, 21 May 2010 09:54:23 -0400 (EDT)
Subject: [rt-users] Anonymos login without password
Message-ID: <8CCC70440E3C533-284C-B270@webmail-m057.sysops.aol.com>




Since I am using RT for just internal and I have lazy staff who thinks using password for everything is not a good idea, how do I set RT so there is no login for general staff to create tickets and search tickets for solutions to repeated issue? I also want a special login for just Admin so they can keep track of the tickets coming in? An example will be the normal url taking the staff directly to ticket creation and normal url slash admin takes RT admin to a login page to manage tickets.

http://helpdesk.rt.com and http://helpdesk.rt.com/admin 

Thanks
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From bmccormack at nextjump.com  Fri May 21 12:08:53 2010
From: bmccormack at nextjump.com (Bernard McCormack)
Date: Fri, 21 May 2010 12:08:53 -0400
Subject: [rt-users] Make all users Privileged users
Message-ID: <2437DA37D3AF87429F50B1FBE01C973C0272BC51@MASERVER1.nextjump.com>

I am currently using  RT3.8.8 with external auth with no external users.
And was wondering was there a way to make all users privileged upon auto
create. I plan on using this with our QA department and we want the
developers and contractors to be able to pickup tickets.  Or would it
just be easier to write a job that runs hourly and makes all users
privileged. 

 

--Bernard

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From kfcrocker at lbl.gov  Fri May 21 12:16:06 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 21 May 2010 09:16:06 -0700
Subject: [rt-users] Make all users Privileged users
In-Reply-To: <2437DA37D3AF87429F50B1FBE01C973C0272BC51@MASERVER1.nextjump.com>
References: <2437DA37D3AF87429F50B1FBE01C973C0272BC51@MASERVER1.nextjump.com>
Message-ID: <AANLkTil7n46A_54BJj1y8WCSACZw6Lb-Z5kzV0MljzXR@mail.gmail.com>

Bernard,

Try *Set($AutoCreate, ?Privileged?);* in your RT_SiteConfig.pm file.

Kenn
LBNL

On Fri, May 21, 2010 at 9:08 AM, Bernard McCormack
<bmccormack at nextjump.com>wrote:

>  I am currently using  RT3.8.8 with external auth with no external users.
> And was wondering was there a way to make all users privileged upon auto
> create. I plan on using this with our QA department and we want the
> developers and contractors to be able to pickup tickets.  Or would it just
> be easier to write a job that runs hourly and makes all users privileged.
>
>
>
> --Bernard
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From kfcrocker at lbl.gov  Fri May 21 12:18:32 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 21 May 2010 09:18:32 -0700
Subject: [rt-users] RT 3.8.8 Released
In-Reply-To: <20100521014223.GJ16269@jibsheet.com>
References: <g2m589c94401005051416r83b5e998o9f3235d9afc8e97f@mail.gmail.com>
	<i2s589c94401005070948ub921701cva430098acb196983@mail.gmail.com>
	<v2ze9f825501005071502o38aa85c7o6df42f2901f5bfc9@mail.gmail.com>
	<20100521014223.GJ16269@jibsheet.com>
Message-ID: <AANLkTimJqVNAu9IbDa13x4Pfjbh3H_trJWpPg86SfA6T@mail.gmail.com>

Kevin,

Actually, not that I know of. I don't remember a reference in the README.
I'll take a look again to see if I can find them. Thanks.

Kenn
LBNL

On Thu, May 20, 2010 at 6:42 PM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Fri, May 07, 2010 at 03:02:27PM -0700, Kenneth Crocker wrote:
> >    In this announcement, I saw a reference to "* Process custom fields in
> ModifyDates.html" and I
> >    was wondering if this means that we can now create a CF in DATE
> format?
>
> No
>
> >    Also one other question: When we were in 3.6.4, the "category" for a
> Custom Field would show
> >    in the "Modify Ticket" screen. This allowed a user to select the
> category from a drop-down tab
> >    and thereby shorten the list of available values to choose from for
> that CF. This hasn't been
> >    working in 3.8.7. Is that now fixed as well?
>
> Have you run the upgrade scripts to use the new linked CFs?
> This works fine for plenty of people in 3.8
>
> -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  Fri May 21 13:36:46 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 21 May 2010 10:36:46 -0700
Subject: [rt-users] Command By Mail question on Custom Fields
Message-ID: <AANLkTilUG-XPCQkLgdB-okk4ItHHCbF9k260DHaafvxG@mail.gmail.com>

To List,

I'm not sure if I missed something in my install or not and I hope someone
here can help. I am using CommandByMail and it's working pretty good.
However, if I put in an *invalid* value for a CF defined as "Select One
Value" in my email, the ticket gets updated with that erroneous value,
rather than default to "No Value". At least it looks like that when I click
the "Display" button. If I actually go into the "Update Ticket" screen, the
bad value isn't there.

Is there some code I forgot to install that edits for invalid values before
updating the Custom Field in the TIcket?

Is there some code available the will edit any value sent against the select
list for that CF?

Thanks.

Kenn
LBNL
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From juann.dlc at gmail.com  Fri May 21 17:57:00 2010
From: juann.dlc at gmail.com (Juan N. DLC)
Date: Fri, 21 May 2010 17:57:00 -0400
Subject: [rt-users] DueDate updater
Message-ID: <AANLkTimd-gNJebfLEZozZ0Ilbsv-W45qM7K6GHFzgi81@mail.gmail.com>

Hi,



For some time I?m looking for a scrip that update the DueDate for the ticket
when OnQueueChange action. I have like 13 queues all with different
DueDates. I found this scrip for UpdatePriority:
http://wiki.bestpractical.com/view/UpdatePriority  and I was trying to
modify It for my need but no luck. Also, I?m not that good in programming
either. I will appreciate if someone could give me a hand on this.
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From Justin.Hayes at OrbisUK.com  Sat May 22 11:01:30 2010
From: Justin.Hayes at OrbisUK.com (Justin Hayes)
Date: Sat, 22 May 2010 16:01:30 +0100
Subject: [rt-users] Search for tickets with unresolved dependants
Message-ID: <F38B162E-59B2-492B-A4D8-D8A4AF5BB22B@OrbisUK.com>

Hi,

Is it possible to search for tickets that have some unresolved dependant tickets, or alternatively where all dependants are resolved?

I'd like an easy way to see which of my master tickets can be resolved and which can't.

Thanks,

Justin

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






From psilvao at gmail.com  Sat May 22 11:31:10 2010
From: psilvao at gmail.com (Pablo Silva)
Date: Sat, 22 May 2010 11:31:10 -0400
Subject: [rt-users] Trouble: I need to parse the issue ticket
Message-ID: <AANLkTinEvviWU9r94Fc1sLKIxL0-GMcvvdJwgkhSPMcv@mail.gmail.com>

Hi!, I would like to parse the issue Ticket on the Create event,
because inside the e-mail i need to search word Precio and to get the
Value, for Example:

[root at rt ~]# mail rt-compras at rt.osa.cl
Subject: Test

Bla bla

Precio: 2000

.
Cc:
[root at rt ~]#

Send an e-mail to rt.

I use this code but dosen't work, and don't know why.., the code is:

$self->TransactionObj->Content()  =~ /Precio: (.*) /i

That's my scrip on rt 3.8.7

Condition: On Create
Action: User Define
Template: Global Template Blank
Stage: Transaction Stage

Custom action preparation code:

my $precio=0;

if ($self->TransactionObj->Content()  =~ /Precio: (.*) /i ) {
  $precio=$1
}

$RT::Logger->debug("Que es esto? " . $self->TransactionObj->Content() );


$self->TicketObj->AddCustomFieldValue( Field => 'Precio', Value => $precio );

return 1;


Custom action cleanup code:

my $funcionario;
$funcionario="";

if ($self->TicketObj->FirstCustomFieldValue('Precio')  le 200){
   $funcionario="cfigueroa";
} else {
   $funcionario="msilva";
}

$self->TicketObj->SetOwner($funcionario,'Give');
$self->TicketObj->SetQueue("General");

return 1;


Thanks in advance..

Pablo


From bjoern.schulz at desy.de  Sat May 22 12:11:29 2010
From: bjoern.schulz at desy.de (Bjoern Schulz)
Date: Sat, 22 May 2010 18:11:29 +0200
Subject: [rt-users] Trouble: I need to parse the issue ticket
In-Reply-To: <AANLkTinEvviWU9r94Fc1sLKIxL0-GMcvvdJwgkhSPMcv@mail.gmail.com>
References: <AANLkTinEvviWU9r94Fc1sLKIxL0-GMcvvdJwgkhSPMcv@mail.gmail.com>
Message-ID: <4BF80231.9090806@desy.de>

hi,

check that
http://wiki.bestpractical.com/view/ExtractCustomFieldValues

For me it works fine.


-bjoern

Am 22.05.2010 17:31, schrieb Pablo Silva:
> Hi!, I would like to parse the issue Ticket on the Create event,
> because inside the e-mail i need to search word Precio and to get the
> Value, for Example:
>
> [root at rt ~]# mail rt-compras at rt.osa.cl
> Subject: Test
>
> Bla bla
>
> Precio: 2000
>
> .
> Cc:
> [root at rt ~]#
>
> Send an e-mail to rt.
>
> I use this code but dosen't work, and don't know why.., the code is:
>
> $self->TransactionObj->Content()  =~ /Precio: (.*) /i
>
> That's my scrip on rt 3.8.7
>
> Condition: On Create
> Action: User Define
> Template: Global Template Blank
> Stage: Transaction Stage
>
> Custom action preparation code:
>
> my $precio=0;
>
> if ($self->TransactionObj->Content()  =~ /Precio: (.*) /i ) {
>    $precio=$1
> }
>
> $RT::Logger->debug("Que es esto? " . $self->TransactionObj->Content() );
>
>
> $self->TicketObj->AddCustomFieldValue( Field =>  'Precio', Value =>  $precio );
>
> return 1;
>
>
> Custom action cleanup code:
>
> my $funcionario;
> $funcionario="";
>
> if ($self->TicketObj->FirstCustomFieldValue('Precio')  le 200){
>     $funcionario="cfigueroa";
> } else {
>     $funcionario="msilva";
> }
>
> $self->TicketObj->SetOwner($funcionario,'Give');
> $self->TicketObj->SetQueue("General");
>
> return 1;
>
>
> Thanks in advance..
>
> Pablo
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com


From psilvao at gmail.com  Sun May 23 20:43:15 2010
From: psilvao at gmail.com (Pablo Silva)
Date: Sun, 23 May 2010 20:43:15 -0400
Subject: [rt-users] Trouble: I need to parse the issue ticket
In-Reply-To: <4BF80231.9090806@desy.de>
References: <AANLkTinEvviWU9r94Fc1sLKIxL0-GMcvvdJwgkhSPMcv@mail.gmail.com>
	<4BF80231.9090806@desy.de>
Message-ID: <AANLkTilQzx4l7TeZuxjxu5Luajg3QiwmVhy_8vO27Vnh@mail.gmail.com>

Yes, now works!!, where I can find documentation about methods and
object more ilustrative..?, because it's not easy to read the perldoc
xxx.pm, there's some tutorial for to learn about object's, methods?

Thanks in advance!
-Pablo


On Sat, May 22, 2010 at 12:11 PM, Bjoern Schulz <bjoern.schulz at desy.de> wrote:
> hi,
>
> check that
> http://wiki.bestpractical.com/view/ExtractCustomFieldValues
>
> For me it works fine.
>
>
> -bjoern
>
> Am 22.05.2010 17:31, schrieb Pablo Silva:
>>
>> Hi!, I would like to parse the issue Ticket on the Create event,
>> because inside the e-mail i need to search word Precio and to get the
>> Value, for Example:
>>
>> [root at rt ~]# mail rt-compras at rt.osa.cl
>> Subject: Test
>>
>> Bla bla
>>
>> Precio: 2000
>>
>> .
>> Cc:
>> [root at rt ~]#
>>
>> Send an e-mail to rt.
>>
>> I use this code but dosen't work, and don't know why.., the code is:
>>
>> $self->TransactionObj->Content() ?=~ /Precio: (.*) /i
>>
>> That's my scrip on rt 3.8.7
>>
>> Condition: On Create
>> Action: User Define
>> Template: Global Template Blank
>> Stage: Transaction Stage
>>
>> Custom action preparation code:
>>
>> my $precio=0;
>>
>> if ($self->TransactionObj->Content() ?=~ /Precio: (.*) /i ) {
>> ? $precio=$1
>> }
>>
>> $RT::Logger->debug("Que es esto? " . $self->TransactionObj->Content() );
>>
>>
>> $self->TicketObj->AddCustomFieldValue( Field => ?'Precio', Value =>
>> ?$precio );
>>
>> return 1;
>>
>>
>> Custom action cleanup code:
>>
>> my $funcionario;
>> $funcionario="";
>>
>> if ($self->TicketObj->FirstCustomFieldValue('Precio') ?le 200){
>> ? ?$funcionario="cfigueroa";
>> } else {
>> ? ?$funcionario="msilva";
>> }
>>
>> $self->TicketObj->SetOwner($funcionario,'Give');
>> $self->TicketObj->SetQueue("General");
>>
>> return 1;
>>
>>
>> Thanks in advance..
>>
>> Pablo
>>
>> 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 psilvao at gmail.com  Sun May 23 21:06:41 2010
From: psilvao at gmail.com (Pablo Silva)
Date: Sun, 23 May 2010 21:06:41 -0400
Subject: [rt-users] About RTx-WorkflowBuilder
Message-ID: <AANLkTiko7Urq29FYX1k9JniCXBHp6ymsGuO0MWwNur1z@mail.gmail.com>

I was reading about this extension, for make workflow in RT in this
mailing list, but only I see troubles for to use it.

I found a severals steps today for to work, well here we go..

1) After the install  RTx-WorkflowBuilder, severals post claims about

/opt/rt3/local/plugins/RTx-WorkflowBuilder# bin/rt-workflow --create
TestQueue TestQueue-Approval
Can't locate RTx/WorkflowBuilder.pm in @INC (@INC contains: /etc/perl
/usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5
/usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10
/usr/local/lib/site_perl .) at bin/rt-workflow line 5.
BEGIN failed--compilation aborted at bin/rt-workflow line 5.

  For use it, the first is export PERL5LIB

  export PERL5LIB=/opt/rt3/lib:/opt/rt3/lib:/opt/rt3/local/plugins/RTx-WorkflowBuilder/lib:$PERL5LIB

2) chmod +x /opt/rt3/local/plugins/RTx-WorkflowBuilder/bin/rt-workflow

3) change  #!/perl  -w to  #!/usr/bin/perl -w

4) In your rt site, create a queque for example workflow

5) Add the following code to RT_SiteConfig.pm

#### RTx-Workflow for Approvals ####

Set( $WorkflowBuilderStages,
{ 'Manager Approval' =>
{ content => 'Some information here',
subject => 'Manager Approval for workflow: {$Approving->ID} -
{$Approving->Subject}',
owner => 'username'
}
}
);

Set( $WorkflowBuilderRules,
{ 'TestQueue-Approval' => [ 'Manager Approval' ]
}
);

6) run the script from the command line

  /opt/rt3/local/plugins/RTx-WorkflowBuilder/bin/rt-workflow --create
workflow TestQueue-Approval

7) You can see the following results

   script inside the queue (scrip.png)

   template inside the queue (template.png)


And .. enjoy it...

;-)

Greetings
Pablo
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From praveen.velu at hotmail.com  Mon May 24 03:41:22 2010
From: praveen.velu at hotmail.com (Praveen C)
Date: Mon, 24 May 2010 13:11:22 +0530
Subject: [rt-users] Running multiple instance of RT in debian
In-Reply-To: <20100515060007.GI22440@easter-eggs.com>
References: <BLU104-W197F2C7BF66E4BBC5EB91C90FE0@phx.gbl>,
	<20100515060007.GI22440@easter-eggs.com>
Message-ID: <BLU104-W1444D5A0876D5F1C40822290E70@phx.gbl>


Hi,

Thanks for your reply.
I Installed second RT from source code and used modperl2 to run the second instance. Now I am able to access both RT instance

-Praveen-




> Date: Sat, 15 May 2010 08:00:07 +0200
> From: elacour at easter-eggs.com
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Running multiple instance of RT in debian
> 
> On Sat, May 15, 2010 at 11:04:08AM +0530, Praveen C wrote:
> > 
> > 
> > Hi All
> > 
> > Is there any way that I can run two instance of RT in Debian
> > I need seperate database and access for each RT.
> >
> 
> just install two RT in two different directories, then esasiest way is
> to configure those RT as fastcgi apps in apache.
> 
> see also
> 
> http://wiki.bestpractical.com/view/MultipleInstances
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
 		 	   		  
_________________________________________________________________
Climate, controversies and the changing signatures of nature
http://green.in.msn.com/
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From bjoern.schulz at desy.de  Mon May 24 08:48:43 2010
From: bjoern.schulz at desy.de (Bjoern Schulz)
Date: Mon, 24 May 2010 14:48:43 +0200
Subject: [rt-users] Trouble: I need to parse the issue ticket
In-Reply-To: <AANLkTilQzx4l7TeZuxjxu5Luajg3QiwmVhy_8vO27Vnh@mail.gmail.com>
References: <AANLkTinEvviWU9r94Fc1sLKIxL0-GMcvvdJwgkhSPMcv@mail.gmail.com>	
	<4BF80231.9090806@desy.de>
	<AANLkTilQzx4l7TeZuxjxu5Luajg3QiwmVhy_8vO27Vnh@mail.gmail.com>
Message-ID: <4BFA75AB.60108@desy.de>

check that:

http://wiki.bestpractical.com/view/ClassObjectsMethods
http://wiki.bestpractical.com/view/GlobalObjects
http://wiki.bestpractical.com/view/ObjectModel

or try one of the great bps training sessions with jesse.


-bjoern

Am 24.05.2010 02:43, schrieb Pablo Silva:
> Yes, now works!!, where I can find documentation about methods and
> object more ilustrative..?, because it's not easy to read the perldoc
> xxx.pm, there's some tutorial for to learn about object's, methods?
>
> Thanks in advance!
> -Pablo
>
>
> On Sat, May 22, 2010 at 12:11 PM, Bjoern Schulz<bjoern.schulz at desy.de>  wrote:
>> hi,
>>
>> check that
>> http://wiki.bestpractical.com/view/ExtractCustomFieldValues
>>
>> For me it works fine.
>>
>>
>> -bjoern
>>
>> Am 22.05.2010 17:31, schrieb Pablo Silva:
>>>
>>> Hi!, I would like to parse the issue Ticket on the Create event,
>>> because inside the e-mail i need to search word Precio and to get the
>>> Value, for Example:
>>>
>>> [root at rt ~]# mail rt-compras at rt.osa.cl
>>> Subject: Test
>>>
>>> Bla bla
>>>
>>> Precio: 2000
>>>
>>> .
>>> Cc:
>>> [root at rt ~]#
>>>
>>> Send an e-mail to rt.
>>>
>>> I use this code but dosen't work, and don't know why.., the code is:
>>>
>>> $self->TransactionObj->Content()  =~ /Precio: (.*) /i
>>>
>>> That's my scrip on rt 3.8.7
>>>
>>> Condition: On Create
>>> Action: User Define
>>> Template: Global Template Blank
>>> Stage: Transaction Stage
>>>
>>> Custom action preparation code:
>>>
>>> my $precio=0;
>>>
>>> if ($self->TransactionObj->Content()  =~ /Precio: (.*) /i ) {
>>>    $precio=$1
>>> }
>>>
>>> $RT::Logger->debug("Que es esto? " . $self->TransactionObj->Content() );
>>>
>>>
>>> $self->TicketObj->AddCustomFieldValue( Field =>    'Precio', Value =>
>>>   $precio );
>>>
>>> return 1;
>>>
>>>
>>> Custom action cleanup code:
>>>
>>> my $funcionario;
>>> $funcionario="";
>>>
>>> if ($self->TicketObj->FirstCustomFieldValue('Precio')  le 200){
>>>     $funcionario="cfigueroa";
>>> } else {
>>>     $funcionario="msilva";
>>> }
>>>
>>> $self->TicketObj->SetOwner($funcionario,'Give');
>>> $self->TicketObj->SetQueue("General");
>>>
>>> return 1;
>>>
>>>
>>> Thanks in advance..
>>>
>>> Pablo
>>>
>>> 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 Jim.Tambling at datatote.co.uk  Mon May 24 09:35:24 2010
From: Jim.Tambling at datatote.co.uk (Jim Tambling)
Date: Mon, 24 May 2010 14:35:24 +0100
Subject: [rt-users] On queue change, reset priority
Message-ID: <72D9E13A8FC8994794D448E91198AE0701C89C76@mail.sys.internal>

How can I make a ticket's priority move to 0 when it changes queue?

 

Regards, Jim

 

Jim Tambling

 

Network Services

Data Tote Ltd

 

P Think of the environment. Do you need to print this email? 

 

 

 

 

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From rmckrill at fidelityvoice.com  Mon May 24 16:46:44 2010
From: rmckrill at fidelityvoice.com (Rob McKrill)
Date: Mon, 24 May 2010 16:46:44 -0400
Subject: [rt-users] Google Calendar integration
Message-ID: <32DDBD5C-498E-46A8-B75A-769E2B737D9E@fidelityvoice.com>

Kevin - 

Is there any trick to copying the iCal link at the top of the search results screen into Google Calendar?  I have tried multiple combinations of it, removing the HTML-friendly spaces and equal signs, putting the address in quotes, but none of them seem to work.  

Is there a chance you could share how you did what I would assume would be a really simple straight forward task?

Thanks,

-Rob

From falcone at bestpractical.com  Mon May 24 17:03:38 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 24 May 2010 17:03:38 -0400
Subject: [rt-users] Google Calendar integration
In-Reply-To: <32DDBD5C-498E-46A8-B75A-769E2B737D9E@fidelityvoice.com>
References: <32DDBD5C-498E-46A8-B75A-769E2B737D9E@fidelityvoice.com>
Message-ID: <20100524210338.GA595@jibsheet.com>

On Mon, May 24, 2010 at 04:46:44PM -0400, Rob McKrill wrote:
> Is there any trick to copying the iCal link at the top of the search
> results screen into Google Calendar?  I have tried multiple
> combinations of it, removing the HTML-friendly spaces and equal
> signs, putting the address in quotes, but none of them seem to work.  
> 
> Is there a chance you could share how you did what I would assume
> would be a really simple straight forward task?

If there was a trick, I'd have shared it.  I copied and I pasted and
it worked.  I've not removed any spaces or equal signs, they're all
HTML escaped in my link.  If I copy/paste a calendar link from a 3.8.8
RT I see things like %20AND%20(%20%20Status%20%3D%20'new'%20OR%20Status%20%3D%20'open'%20
so no removal necessary.

-kevin
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From rmckrill at fidelityvoice.com  Mon May 24 17:56:02 2010
From: rmckrill at fidelityvoice.com (Rob McKrill)
Date: Mon, 24 May 2010 17:56:02 -0400
Subject: [rt-users] Google Calendar integration
In-Reply-To: <20100524210338.GA595@jibsheet.com>
References: <32DDBD5C-498E-46A8-B75A-769E2B737D9E@fidelityvoice.com>
	<20100524210338.GA595@jibsheet.com>
Message-ID: <C4A9A883-4ACF-4A0A-A95C-6373E09F03AE@fidelityvoice.com>

On May 24, 2010, at 5:03 PM, Kevin Falcone wrote:

> On Mon, May 24, 2010 at 04:46:44PM -0400, Rob McKrill wrote:
>> Is there any trick to copying the iCal link at the top of the search
>> results screen into Google Calendar?  I have tried multiple
>> combinations of it, removing the HTML-friendly spaces and equal
>> signs, putting the address in quotes, but none of them seem to work.  
>> 
>> Is there a chance you could share how you did what I would assume
>> would be a really simple straight forward task?
> 
> If there was a trick, I'd have shared it.  I copied and I pasted and
> it worked.  I've not removed any spaces or equal signs, they're all
> HTML escaped in my link.  If I copy/paste a calendar link from a 3.8.8
> RT I see things like %20AND%20(%20%20Status%20%3D%20'new'%20OR%20Status%20%3D%20'open'%20
> so no removal necessary.
> 
> -kevin
> <ATT00001>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

Thats what I would have assumed, but when copying and pasting didn't seem to work for me I figured I'd ask the experts.  Once I get my current installation (3.8.5) migrated to 3.8.8, I'll give it another shot and see what I can come up with.

Thanks again.

-Rob

From kfcrocker at lbl.gov  Mon May 24 18:49:11 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 24 May 2010 15:49:11 -0700
Subject: [rt-users] On queue change, reset priority
In-Reply-To: <72D9E13A8FC8994794D448E91198AE0701C89C76@mail.sys.internal>
References: <72D9E13A8FC8994794D448E91198AE0701C89C76@mail.sys.internal>
Message-ID: <AANLkTimy-u_6Q5wmiBmkXex699Fwc8Z68Rj_ttwzAWbN@mail.gmail.com>

Jim,

Try $self->TicketObj->SetPriority(0);

Kenn
LBNL

On Mon, May 24, 2010 at 6:35 AM, Jim Tambling
<Jim.Tambling at datatote.co.uk>wrote:

>  How can I make a ticket?s priority move to 0 when it changes queue?
>
>
>
> Regards, Jim
>
>
>
> Jim Tambling
>
>
>
> Network Services
>
> Data Tote Ltd
>
>
>
> P Think of the environment. Do you need to print this email?
>
>
>
>
>
>
>
>
>
>
> 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 omarti at cesca.cat  Tue May 25 04:45:48 2010
From: omarti at cesca.cat (=?UTF-8?B?T3Jpb2wgTWFydMOt?=)
Date: Tue, 25 May 2010 10:45:48 +0200
Subject: [rt-users] Different rights in queues for different
	unprivilegedusers
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394F93761@w3hamboex11.ger.win.int.kn>
References: <16426EA38D57E74CB1DE5A6AE1DB0394F93761@w3hamboex11.ger.win.int.kn>
Message-ID: <4BFB8E3C.40806@cesca.es>

Hello,
to make privileged the users it can be a solution, but when I'm login 
with a privileged user the interface is very different, and for me is 
more interesting the unprivileged user.
The users create tickets by the webui, no by mail.

Somebody knows how can I have the unprivileged webui to a privileged user?

THX!

On 21/05/10 14:39, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote:
>
> Only idea so far is: make them priviledged, and grant them only needed 
> rights to specific queues.
>
> Another idea: how do they create ticket? Webui or mail? If mail you 
> could some magic on mailer level?!
>
> ----- Originalnachricht -----
> Von: rt-users-bounces at lists.bestpractical.com 
> <rt-users-bounces at lists.bestpractical.com>
> An: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
> Gesendet: Fri May 21 12:47:51 2010
> Betreff: [rt-users] Different rights in queues for different 
> unprivilegedusers
>
> Hello,
> I want to create some unprivileged users and get rights for create
> ticket to everyone to different queues. If I have two unprivileged
> users: user1 and user2, and two queues: queue1 and queue2, I would like
> that user1 can only create tickets on queue1 and user2 con only create
> tickets on queue2.
> I have seen that when I configure the rights for a queue, I can
> configure the rights for all the unprivileged users, but not for one of
> them.
> I think that the best think to do that is to add an unprivileged user to
> a group and assign the rights to the group, but I can't add unprivileged
> users to a group.
>
> Somebody can help me?
>
> I'm using RT version 3.6.3
>
> Best regards
>
> --
> ......................................................................
>         __
>        / /          Oriol Mart? i Bonveh?
> C E / S / C A      Departament de Sistemes i Xarxes
>      /_/            Centre de Supercomputaci? de Catalunya
>
> Gran Capit?, 2-4 (Edifici Nexus) ? 08034 Barcelona
> T. 93 205 6464 (ext. 505) ? F.  93 205 6979 ? omarti at cesca.cat
> ......................................................................
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
> K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann 
> (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, 
> Christian Marnett?, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: 
> Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, 
> Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: 
> Contern/Luxemburg, Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne
>
>


-- 
......................................................................
        __
       / /          Oriol Mart? i Bonveh?
C E / S / C A      Departament de Sistemes i Xarxes
     /_/            Centre de Supercomputaci? de Catalunya

Gran Capit?, 2-4 (Edifici Nexus) ? 08034 Barcelona
T. 93 205 6464 (ext. 505) ? F.  93 205 6979 ? omarti at cesca.cat
......................................................................

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From kfcrocker at lbl.gov  Tue May 25 10:57:08 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 25 May 2010 07:57:08 -0700
Subject: [rt-users] Different rights in queues for different
	unprivilegedusers
In-Reply-To: <4BFB8E3C.40806@cesca.es>
References: <16426EA38D57E74CB1DE5A6AE1DB0394F93761@w3hamboex11.ger.win.int.kn>
	<4BFB8E3C.40806@cesca.es>
Message-ID: <AANLkTimfVqwqi5FXVStQH6MshhGGZ4-MLIEhMLttQCrv@mail.gmail.com>

Oriol,

Don't get caught up in the term "Unprivileged". You can have ALL your users
as "Privileged" and not give them any rights and have the same thing. I
suspect what you will need to do is make all your Users "Privileged" and
create a couple  "User-defined" groups with very limited rights and use
those groups for this purpose.

Kenn
LBNL

2010/5/25 Oriol Mart? <omarti at cesca.cat>

>  Hello,
> to make privileged the users it can be a solution, but when I'm login with
> a privileged user the interface is very different, and for me is more
> interesting the unprivileged user.
> The users create tickets by the webui, no by mail.
>
> Somebody knows how can I have the unprivileged webui to a privileged user?
>
> THX!
>
> On 21/05/10 14:39, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote:
>
> Only idea so far is: make them priviledged, and grant them only needed
> rights to specific queues.
>
> Another idea: how do they create ticket? Webui or mail? If mail you could
> some magic on mailer level?!
>
> ----- Originalnachricht -----
> Von: rt-users-bounces at lists.bestpractical.com
> <rt-users-bounces at lists.bestpractical.com><rt-users-bounces at lists.bestpractical.com>
> An: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com><rt-users at lists.bestpractical.com>
> Gesendet: Fri May 21 12:47:51 2010
> Betreff: [rt-users] Different rights in queues for different
> unprivilegedusers
>
> Hello,
> I want to create some unprivileged users and get rights for create
> ticket to everyone to different queues. If I have two unprivileged
> users: user1 and user2, and two queues: queue1 and queue2, I would like
> that user1 can only create tickets on queue1 and user2 con only create
> tickets on queue2.
> I have seen that when I configure the rights for a queue, I can
> configure the rights for all the unprivileged users, but not for one of
> them.
> I think that the best think to do that is to add an unprivileged user to
> a group and assign the rights to the group, but I can't add unprivileged
> users to a group.
>
> Somebody can help me?
>
> I'm using RT version 3.6.3
>
> Best regards
>
> --
> ......................................................................
>         __
>        / /          Oriol Mart? i Bonveh?
> C E / S / C A      Departament de Sistemes i Xarxes
>      /_/            Centre de Supercomputaci? de Catalunya
>
> Gran Capit?, 2-4 (Edifici Nexus) ? 08034 Barcelona
> T. 93 205 6464 (ext. 505) ? F.  93 205 6979 ? omarti at cesca.cat
> ......................................................................
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
> K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann
> (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian
> Marnett?, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen,
> Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich
> haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg,
> Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne
>
>
>
> --
> ......................................................................
>        __
>       / /          Oriol Mart? i Bonveh?
> C E / S / C A      Departament de Sistemes i Xarxes
>     /_/            Centre de Supercomputaci? de Catalunya
>
> Gran Capit?, 2-4 (Edifici Nexus) ? 08034 Barcelona
> T. 93 205 6464 (ext. 505) ? F.  93 205 6979 ? omarti at cesca.cat
> ......................................................................
>
>
>
> 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 GBaxter at blackpoolsixth.ac.uk  Tue May 25 12:46:07 2010
From: GBaxter at blackpoolsixth.ac.uk (Guy Baxter)
Date: Tue, 25 May 2010 17:46:07 +0100
Subject: [rt-users] 3.8.4 to 3.8.8 upgrade
In-Reply-To: <fc.0075824602082f430075824602082f43.20832fa@blackpoolsixth.ac.uk>
References: <fc.0075824602082f430075824602082f43.20832fa@blackpoolsixth.ac.uk>
Message-ID: <fc.007582460209480f0075824602082f43.2094819@blackpoolsixth.ac.uk>

I would like to reply to my own email - answer is you cannot update from
the 3.8.4 rpm based installer to 3.8.8

I have manually installed to 3.8.8 fine.

Regards,

Guy


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From ruz at bestpractical.com  Tue May 25 14:14:57 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 25 May 2010 22:14:57 +0400
Subject: [rt-users] Anonymos login without password
In-Reply-To: <8CCC70440E3C533-284C-B270@webmail-m057.sysops.aol.com>
References: <8CCC70440E3C533-284C-B270@webmail-m057.sysops.aol.com>
Message-ID: <AANLkTill7nRSOv_ZDUZJUiWe7QRd3Z2f-86Fbl0MBocC@mail.gmail.com>

On Fri, May 21, 2010 at 5:54 PM,  <borngunners at aol.com> wrote:
>
> Since I am using RT for just internal and I have lazy staff who thinks using
> password for everything is not a good idea, how do I set RT so there is no
> login for general staff to create tickets and search tickets for solutions
> to repeated issue? I also want a special login for just Admin so they can
> keep track of the tickets coming in? An example will be the normal url
> taking the staff directly to ticket creation and normal url slash admin
> takes RT admin to a login page to manage tickets.
>
> http://helpdesk.rt.com and http://helpdesk.rt.com/admin

And how are going to distinguish users? There would't be difference
between different people acting on tickets. No sane notifications as
all staff act like one RT user.

May be AD integration and "single sign on" is the way to go for you.

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



-- 
Best regards, Ruslan.


From falcone at bestpractical.com  Tue May 25 15:04:39 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 25 May 2010 15:04:39 -0400
Subject: [rt-users] Category no longer shows in ticket
In-Reply-To: <AANLkTimu5cwFsBMhZ7v39FzVx8Bc0R87Qo05ZtZaEuqF@mail.gmail.com>
References: <p2me9f825501004011213jb3330febr4719ef652394806c@mail.gmail.com>
	<AANLkTimu5cwFsBMhZ7v39FzVx8Bc0R87Qo05ZtZaEuqF@mail.gmail.com>
Message-ID: <20100525190439.GB595@jibsheet.com>

On Tue, May 18, 2010 at 12:06:30PM -0700, Kenneth Crocker wrote:
> 
>    Upon further testing, I've discovered that the Category of a Custom Field only disappears from
>    the Update Ticket screen when that Category is linked to another CF. When I remove the link,
>    the Category shows up again. Is this normal? What is the reasoning for this?

You really need to provide small screenshots and a reproduction method
for this, it sounds like you've misconfigured this new feature.  

-kevin
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From r3spence at gmail.com  Tue May 25 16:15:19 2010
From: r3spence at gmail.com (Ray Spence)
Date: Tue, 25 May 2010 13:15:19 -0700
Subject: [rt-users] Turn off bcc not working?
Message-ID: <AANLkTikTRycAD_WU6UlKgVPtpRHiVp13OSq1MR-Aw567@mail.gmail.com>

Dear RT gurus,

Can anyone explain why, or how to fix, that under the

*(Check boxes to disable notifications to the listed recipients)*
*Notify on Correspondence*
On Correspond Notify Owner, Requestors, Ccs and AdminCcs with template
Correspondence

Reply page, even though I check the "Bcc" box in order to "*disable
notifications to the"
*particular member, that member gets Bcc-ed nonetheless. Am I
misunderstanding what
the checkboxes are for in this template? Is this a bug, or must we
reconfigure our
RT 3.8.6 differently?

Thanks,
Ray Spence
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From Mike.Johnson at NorMed.ca  Tue May 25 11:43:40 2010
From: Mike.Johnson at NorMed.ca (Mike Johnson)
Date: Tue, 25 May 2010 11:43:40 -0400
Subject: [rt-users] Change 10 newest unowned to filter by logged in user
Message-ID: <4BFBB925.4EF5.001E.0@NorMed.ca>

Greetings,

I'm looking to change RT's home page, specifically the 10 newest unowned tickets... box.  I want to change it so, it'll filter to a specific queue based on the user that is logged in.

First,  can someone tell me what those are called(the little boxes on in RT's display)?  widgets? or something like that?

Where would I find the code for these things?

I've got the RT book but I can't seem to find it in the book(perhaps cause I don't know what they are called!!).

Thanks!


Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson at normed.ca
Technology assistance: email nosmhelpdesk at normed.ca 
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: 
Off campus toll free 1 (800) 461-8777, option 8, or locally either 
(705) 662-7120 or (807) 766-7500




From jmaderios at kpu.net  Tue May 25 16:57:44 2010
From: jmaderios at kpu.net (Jason Maderios)
Date: Tue, 25 May 2010 12:57:44 -0800
Subject: [rt-users] example.com appearing in the headers of email.
Message-ID: <45969A2567274BB5B9F74D6FDFDFE2B1@jasonxps>



All,

I have Set( $rtname, 'my.domain.net'); in RT_Siteconfig.  Email works fine to and from however if you show headers two tags:

References: <RT-Ticket-301 at example.com>
Message-ID: rt-3.8.8-19595-1274820490-1596.301-6-0 at example.com

are being set to example.com

Anyone know how to fix this?

Regards,

Jason Maderios
KPU Telecom 
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From kfcrocker at lbl.gov  Tue May 25 17:05:26 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 25 May 2010 14:05:26 -0700
Subject: [rt-users] Turn off bcc not working?
In-Reply-To: <AANLkTikTRycAD_WU6UlKgVPtpRHiVp13OSq1MR-Aw567@mail.gmail.com>
References: <AANLkTikTRycAD_WU6UlKgVPtpRHiVp13OSq1MR-Aw567@mail.gmail.com>
Message-ID: <AANLkTimTIKK7occ_fPeQasf2yoId98msQ65zJLmlvml2@mail.gmail.com>

Ray,

Are there any other notifications listed? It's possible some of those users
are also in some other group getting correspondence.

Kenn
LBNL

On Tue, May 25, 2010 at 1:15 PM, Ray Spence <r3spence at gmail.com> wrote:

> Dear RT gurus,
>
> Can anyone explain why, or how to fix, that under the
>
> *(Check boxes to disable notifications to the listed recipients)*
> *Notify on Correspondence*
> On Correspond Notify Owner, Requestors, Ccs and AdminCcs with template
> Correspondence
>
> Reply page, even though I check the "Bcc" box in order to "*disable
> notifications to the"
> *particular member, that member gets Bcc-ed nonetheless. Am I
> misunderstanding what
> the checkboxes are for in this template? Is this a bug, or must we
> reconfigure our
> RT 3.8.6 differently?
>
> Thanks,
> Ray Spence
>
> 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 May 25 17:27:24 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 25 May 2010 14:27:24 -0700
Subject: [rt-users] Turn off bcc not working?
In-Reply-To: <AANLkTinup6Kj-_a5hyE4nLQMV2F6slMnIJOA3MLBawQW@mail.gmail.com>
References: <AANLkTikTRycAD_WU6UlKgVPtpRHiVp13OSq1MR-Aw567@mail.gmail.com>
	<AANLkTimTIKK7occ_fPeQasf2yoId98msQ65zJLmlvml2@mail.gmail.com>
	<AANLkTinup6Kj-_a5hyE4nLQMV2F6slMnIJOA3MLBawQW@mail.gmail.com>
Message-ID: <AANLkTikhYyrBYgGXLb5BR_ZuNZq_YTvmQdtdHrI9u_aK@mail.gmail.com>

Ray,

No. Notification correspondence is by email address, not user privileges. I
was just wondering if some of those users were also in some other group that
was listed as a recipient for some other scrip. If nothing was listed, then
that answers that.

However, keep in mind that RT may list email addresses as "Bcc" when you
were not expecting it. For example; I have listed a group under "Queue
Watcher Cc's" and when the email goes out, the members of that group are
listed in the email as "Bcc:".

That's all I know.

Kenn
LBNL

On Tue, May 25, 2010 at 2:10 PM, Ray Spence <r3spence at gmail.com> wrote:

> Hi Kenn,
>
> Could members with superuser privileges get the correspondence regardless
> of checking
> the box? I don't think there is any other group involvement in this issue.
>
> Thanks,
> Ray
>
>
> On Tue, May 25, 2010 at 2:05 PM, Kenneth Crocker <kfcrocker at lbl.gov>wrote:
>
>> Ray,
>>
>> Are there any other notifications listed? It's possible some of those
>> users are also in some other group getting correspondence.
>>
>> Kenn
>> LBNL
>>
>> On Tue, May 25, 2010 at 1:15 PM, Ray Spence <r3spence at gmail.com> wrote:
>>
>>> Dear RT gurus,
>>>
>>> Can anyone explain why, or how to fix, that under the
>>>
>>> *(Check boxes to disable notifications to the listed recipients)*
>>> *Notify on Correspondence*
>>> On Correspond Notify Owner, Requestors, Ccs and AdminCcs with template
>>> Correspondence
>>>
>>> Reply page, even though I check the "Bcc" box in order to "*disable
>>> notifications to the"
>>> *particular member, that member gets Bcc-ed nonetheless. Am I
>>> misunderstanding what
>>> the checkboxes are for in this template? Is this a bug, or must we
>>> reconfigure our
>>> RT 3.8.6 differently?
>>>
>>> Thanks,
>>> Ray Spence
>>>
>>> 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 billd at mjhallandcompany.com  Tue May 25 19:17:18 2010
From: billd at mjhallandcompany.com (Bill Danforth)
Date: Tue, 25 May 2010 16:17:18 -0700
Subject: [rt-users] Emails not going out, skipping
Message-ID: <043616B44FD58E4E86CDCAE1416CA3740764E28A@mjh-ex-1.mjhallandcompany.com>

Hello all,

 

I have a small issue with RT and the sending of emails.  First my
system:

Current setup:

 

OS:   FreeBSD 8.0

DB:   MySQL 5.0.86

PHP:  5.2.11

Perl: 5.8.9

RT:   3.8.4

 

I have configured sending of email only using ssmtp in place of
sendmail.  Sending of emails from

other apps and manually (via the "mail -v" command) works A-OK.  Sending
from RT works

just so-so.  The current issue that I am trying to figure out is that RT
will not send me or my

boss (the IT Manager) emails. As of now, it seems to send everything
else I expect it to be

sending, just not to my boss or myself.  The message that appears in the
log is:

 

   <my-email-address> appears to point to this RT instance. Skipping
(/usr/

   local/lib/perl5/site_perl/5.8.9/RT/Action/SendEmail.pm:824)

   <my-bosses-email-addr> appears to point to this RT instance. Skipping
(/usr/

   local/lib/perl5/site_perl/5.8.9/RT/Action/SendEmail.pm:824)

 

I know this should be very simple to resolve, but for the life of me, I
can't find it.

 

Does anyone have any suggestions on where I should look to fix?

 

Many thanks in advance,

Bill Danforth

 


 Bill Danforth
  IT Systems Administrator
  billd at mjhallandcompany.com
  
  Stockton, CA 95202
    Phone
   Fax
   
    
--------------------------------------------------------------------------
CONFIDENTIALITY NOTICE: 
This e-mail and any attached document(s) are intended only for the use of the individual or entity to whom or to which it is addressed and may contain information that is privileged, confidential, proprietary, trade secret and exempt from disclosure. If the reader(s) of this message is not the intended recipient(s) or an employee or agent responsible for delivering the message to the intended recipient(s), you are hereby notified that any dissemination, distribution, or reproduction of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately and destroy the original message and any attachment(s).
 
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From jesse at bestpractical.com  Tue May 25 19:21:06 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 25 May 2010 19:21:06 -0400
Subject: [rt-users] Emails not going out, skipping
In-Reply-To: <043616B44FD58E4E86CDCAE1416CA3740764E28A@mjh-ex-1.mjhallandcompany.com>
References: <043616B44FD58E4E86CDCAE1416CA3740764E28A@mjh-ex-1.mjhallandcompany.com>
Message-ID: <20100525232106.GG2514@puppy>



>    <my-bosses-email-addr> appears to point to this RT instance. Skipping (/usr/
> 
>    local/lib/perl5/site_perl/5.8.9/RT/Action/SendEmail.pm:824)

I suspect your RtAddressRegexp may be set up a bit funny.


From kfcrocker at lbl.gov  Tue May 25 19:34:32 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 25 May 2010 16:34:32 -0700
Subject: [rt-users] Emails not going out, skipping
In-Reply-To: <043616B44FD58E4E86CDCAE1416CA3740764E28A@mjh-ex-1.mjhallandcompany.com>
References: <043616B44FD58E4E86CDCAE1416CA3740764E28A@mjh-ex-1.mjhallandcompany.com>
Message-ID: <AANLkTikXap0BjLu2y2DMuwi47XS45lCRh5HGxHu6hNy6@mail.gmail.com>

Bill,

What type of transactions and who is initiating them? Is NotifyActor turned
on or off?

Kenn
LBNL

On Tue, May 25, 2010 at 4:17 PM, Bill Danforth
<billd at mjhallandcompany.com>wrote:

>   Hello all,
>
>
>
> I have a small issue with RT and the sending of emails.  First my system:
>
> Current setup:
>
>
>
> OS:   FreeBSD 8.0
>
> DB:   MySQL 5.0.86
>
> PHP:  5.2.11
>
> Perl: 5.8.9
>
> RT:   3.8.4
>
>
>
> I have configured sending of email only using ssmtp in place of sendmail.
> Sending of emails from
>
> other apps and manually (via the ?mail ?v? command) works A-OK.  Sending
> from RT works
>
> just so-so.  The current issue that I am trying to figure out is that RT
> will not send me or my
>
> boss (the IT Manager) emails. As of now, it seems to send everything else I
> expect it to be
>
> sending, just not to my boss or myself.  The message that appears in the
> log is:
>
>
>
>    <my-email-address> appears to point to this RT instance. Skipping (/usr/
>
>    local/lib/perl5/site_perl/5.8.9/RT/Action/SendEmail.pm:824)
>
>    <my-bosses-email-addr> appears to point to this RT instance. Skipping
> (/usr/
>
>    local/lib/perl5/site_perl/5.8.9/RT/Action/SendEmail.pm:824)
>
>
>
> I know this should be very simple to resolve, but for the life of me, I
> can't find it.
>
>
>
> Does anyone have any suggestions on where I should look to fix?
>
>
>
> Many thanks in advance,
>
> Bill Danforth
>
>
>
> * **Bill Danforth*
>
>    IT Systems Administrator
>
>    billd at mjhallandcompany.com
>
>
>
>    Stockton, CA 95202
>
>     Phone
>
>    Fax
>
>
>
>
>
> ------------------------------
>
>  CONFIDENTIALITY NOTICE:
>
> This e-mail and any attached document(s) are intended only for the use of
> the individual or entity to whom or to which it is addressed and may contain
> information that is privileged, confidential,  proprietary, trade secret and
> exempt from disclosure. If the reader(s) of this message is not the intended
> recipient(s) or an employee or agent responsible for delivering the message
> to the intended recipient(s), you are hereby notified that any
> dissemination, distribution, or reproduction of this communication is
> strictly prohibited. If you have received this communication in error,
> please notify us immediately and destroy the original message and any
> attachment(s).
>
>
> ------------------------------
>
>
>
> 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 dale.poulter at Vanderbilt.Edu  Tue May 25 20:05:50 2010
From: dale.poulter at Vanderbilt.Edu (Poulter,   Dale)
Date: Tue, 25 May 2010 19:05:50 -0500
Subject: [rt-users] RT permissions question
Message-ID: <7288D49C0448E840B752320350AFA94E18087C8B@ITS-HCWNEM03.ds.Vanderbilt.edu>

Good evening,

I have a group of users that have full access to all queues on the system.  However,  we have on queue that this group should be able to open a ticket in but they should not be able to see the tickets in the new tickets.  Any suggestions as to how this can be done?  Thanks.



--Dale

---------------------------------------
Dale Poulter
Automation Coordinator
Library Information Technology Services
Vanderbilt University
419 21st Avenue South, Room 812
Nashville, TN  37203-2427
(615)343-5388
(615)343-8834 (fax)
(615)207-9705 (cell)
dale.poulter at vanderbilt.edu<mailto:dale.poulter at vanderbilt.edu>

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From wolfram.huettermann at desy.de  Wed May 26 03:46:42 2010
From: wolfram.huettermann at desy.de (Wolfram Huettermann)
Date: Wed, 26 May 2010 09:46:42 +0200
Subject: [rt-users] Ticket/Display.html is just not controllable
Message-ID: <4BFCD1E2.80503@desy.de>

Hello,

I am dealing with Ticket/Display.html. What I found out:

- there is NO change in the page source the  when you change the 
Mason-block
- I cannot get any information of the callback-functions used.

My task was to limit the size of the layers in which you can see the 
metadata and the history of the ticket. It is more user-friendly to 
scroll them.

Has anybody an idea how it could work anyway? Or is it just impossible?

Thanks in advance,


Wolfram



From joel.merrick at gmail.com  Wed May 26 05:23:25 2010
From: joel.merrick at gmail.com (Joel Merrick)
Date: Wed, 26 May 2010 10:23:25 +0100
Subject: [rt-users] Limiting output in RSS feeds
Message-ID: <AANLkTimMC4Jeav1u-rmrey0nZtX1JH79qUNQFcfQ7h4N@mail.gmail.com>

Hi all,

I'd like to integrate some of our queues with out intranet, but need
to reduce the amount of results..

Is there a LIMIT style option for this?

Cheers,
Joel

-- 
$ echo "kpfmAdpoofdufevq/dp/vl" | perl -pe 's/(.)/chr(ord($1)-1)/ge'


From joel.merrick at gmail.com  Wed May 26 05:54:59 2010
From: joel.merrick at gmail.com (Joel Merrick)
Date: Wed, 26 May 2010 10:54:59 +0100
Subject: [rt-users] Limiting output in RSS feeds
In-Reply-To: <AANLkTimMC4Jeav1u-rmrey0nZtX1JH79qUNQFcfQ7h4N@mail.gmail.com>
References: <AANLkTimMC4Jeav1u-rmrey0nZtX1JH79qUNQFcfQ7h4N@mail.gmail.com>
Message-ID: <AANLkTinHLYU50NouGIUkMN5TIrhTQAG-65tcrzsWOqTo@mail.gmail.com>

Also, is there a way to get anonymous RSS feeds?

On Wed, May 26, 2010 at 10:23 AM, Joel Merrick <joel.merrick at gmail.com> wrote:
> Hi all,
>
> I'd like to integrate some of our queues with out intranet, but need
> to reduce the amount of results..
>
> Is there a LIMIT style option for this?
>
> Cheers,
> Joel
>
> --
> $ echo "kpfmAdpoofdufevq/dp/vl" | perl -pe 's/(.)/chr(ord($1)-1)/ge'
>



-- 
$ echo "kpfmAdpoofdufevq/dp/vl" | perl -pe 's/(.)/chr(ord($1)-1)/ge'


From falcone at bestpractical.com  Wed May 26 10:37:12 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 26 May 2010 10:37:12 -0400
Subject: [rt-users] Customised display format for Simple search
In-Reply-To: <4BF5C4D3.7010508@cryologic.com>
References: <4BF5C4D3.7010508@cryologic.com>
Message-ID: <20100526143712.GC595@jibsheet.com>

On Fri, May 21, 2010 at 09:25:07AM +1000, gordon at cryologic.com wrote:
> Hi,
> 
> I would like to create a customised display format that is only used
> for a Simple search. ie I would like to keep the default display
> format for a regular search. Is this possible? If so, what files
> would I have to add/change?

You'd need to change Search/Simple.html to pass a Format to
Result.html.

Most likely you'd want to use the style of the other Formats defined
in RT_Config.pm and make this a config option and send in a patch

-kevin
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From falcone at bestpractical.com  Wed May 26 11:16:24 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 26 May 2010 11:16:24 -0400
Subject: [rt-users] Forward ticket -> Entry in Ticket history
In-Reply-To: <20100521100511.GA3951@gunboat-diplomat.oucs.ox.ac.uk>
References: <0bca01caead2$9116e930$b344bb90$@net>
	<20100520212544.GI16269@jibsheet.com>
	<20100521100511.GA3951@gunboat-diplomat.oucs.ox.ac.uk>
Message-ID: <20100526151624.GD595@jibsheet.com>

On Fri, May 21, 2010 at 11:05:11AM +0100, Dominic Hargreaves wrote:
> On Thu, May 20, 2010 at 05:25:44PM -0400, Kevin Falcone wrote:
> > On Mon, May 03, 2010 at 07:38:58PM +0430, Payam Poursaied wrote:
> > > More than a month ago, someone asked about putting track of forwarded
> > > messages in the history page.
> > > http://lists.bestpractical.com/pipermail/rt-users/2010-March/063921.html
> > > 
> > > Is there any solution to this?
> > 
> > I'd happily review a patch if someone contributed it
> > It required quite a bit of refactoring
> 
> Noting that this is also
> <http://issues.bestpractical.com/Ticket/Display.html?id=12883>
> which makes a reference to existing work on a branch. Is that available
> anywhere or would it be best to start from 3.8-trunk?

I believe the branch is named 3.8-forward-with-transaction, but it
only really contained a single commit that was on trunk and needed to
be moved off.  I believe that work was more 'realize how complex it
is' than 'get it halfway done'

-kevin
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From radbou at ipexna.com  Wed May 19 16:19:27 2010
From: radbou at ipexna.com (Bouzite, Radouan)
Date: Wed, 19 May 2010 16:19:27 -0400
Subject: [rt-users] RT+ExternalAuth+LDAP+AD windows 2003
In-Reply-To: <6F3EC091FE756F42BE189BA64226A5FC1915FC52@mail1ids.ipex.network>
References: <6F3EC091FE756F42BE189BA64226A5FC1915FC52@mail1ids.ipex.network>
Message-ID: <6F3EC091FE756F42BE189BA64226A5FC1915FC5E@mail1ids.ipex.network>

 

 

 

I am testing RT, and I Installed RT from :

http://wiki.bestpractical.com/view/CentOS5InstallGuide

 

No I am trying to setup RT+ExternalAuth+LDAP+AD windows 2003, I complete
all steps in the following instructions : 

 

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

 

 When I connect to http://rt <http://rt/>  I still have to Enter my
username and password , if you can  help me to check my config and show
me which log files where I can see what is wrong ?

 

 

 Thanks 

 

 

 

 

 

 

 

 

 

My RT_SiteConfig.pm file : 

 

 

# 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,  [   'My_LDAP',

                                'My_MySQL',

                                'My_SSO_Cookie'

                            ]

);

 

# 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,  [   'My_MySQL',

                                'My_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','SecondaryLDA
P','Other-DB']);

#

Set($ExternalSettings,      {   # AN EXAMPLE DB SERVICE

                                'My_MySQL'   =>  {      ## GENERIC
SECTION

                                                        # The type of
service (db/ldap/cookie) 

                                                        'type'
=>  'db',

                                                        # The server
hosting the service

                                                        'server'
=>  'server.domain.tld',

                                                        ##
SERVICE-SPECIFIC SECTION

                                                        # The database
name

                                                        'database'
=>  'DB_NAME',

                                                        # The database
table

                                                        'table'
=>  'USERS_TABLE',

                                                        # The user to
connect to the database as

                                                        'user'
=>  'DB_USER',

                                                        # The password
to use to connect with

                                                        'pass'
=>  'DB_PASS',

                                                        # The port to
use to connect with (e.g. 3306)

                                                        'port'
=>  'DB_PORT',

                                                        # The name of
the Perl DBI driver to use (e.g. mysql)

                                                        'dbi_driver'
=>  'DBI_DRIVER',

                                                        # The field in
the table that holds usernames

                                                        'u_field'
=>  'username',

                                                        # The field in
the table that holds passwords

                                                        'p_field'
=>  'password',

                                                        # The Perl
package & subroutine used to encrypt passwords

                                                        # e.g. if the
passwords are stored using the MySQL v3.23 "PASSWORD"

                                                        # function, then
you will need Crypt::MySQL::password, but for the

                                                        # MySQL4+
password function you will need Crypt::MySQL::password41

                                                        # Alternatively,
you could use Digest::MD5::md5_hex or any other

                                                        # encryption
subroutine you can load in your perl installation

                                                        'p_enc_pkg'
=>  'Crypt::MySQL',

                                                        'p_enc_sub'
=>  'password',

                                                        # If your
p_enc_sub takes a salt as a second parameter, 

                                                        # uncomment this
line to add your salt

                                                        #'p_salt'
=>  'SALT',

                                                        #

                                                        # The field and
values in the table that determines if a user should

                                                        # be disabled.
For example, if the field is 'user_status' and the values

                                                        # are
['0','1','2','disabled'] then the user will be disabled if their

                                                        # user_status is
set to '0','1','2' or the string 'disabled'.

                                                        # Otherwise,
they will be considered enabled.

                                                        'd_field'
=>  'disabled',

                                                        'd_values'
=>  ['0'],

                                                        ## RT ATTRIBUTE
MATCHING SECTION

                                                        # The list of RT
attributes that uniquely identify a user

 
'attr_match_list'           =>  [   'Gecos',

 
'Name'

 
],

                                                        # The mapping of
RT attributes on to field names

                                                        'attr_map'
=>  {   'Name' => 'username',

 
'EmailAddress' => 'email',

 
'ExternalAuthId' => 'username',

 
'Gecos' => 'userID'

 
}

                                                    },

                                # AN EXAMPLE LDAP SERVICE

                                'My_LDAP'       =>  {   ## GENERIC
SECTION

                                                        # The type of
service (db/ldap/cookie) 

                                                        'type'
=>  'ldap',

                                                        # The server
hosting the service

                                                        'server'
=>  'adc1ids.our.domain',

                                                        ##
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'
=>  'RTLDAP',

                                                        # The password
RT should use to connect to the LDAP server

                                                        'pass'
=>  'xxxxxxxx',

                                                        #

                                                        # The LDAP
search base

                                                        'base'
=>  'ou=UserAccounts,ou=Ipex,dc=ipex,dc=network',

                                                        #

                                                        # 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=*)',

                                                        # 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'
=>  'Domain Users',

                                                        # What is the
attribute for the group object that determines membership?

                                                       ### 'group_attr'
=>  'GROUP_ATTR',

                                                        'group_attr'
=>  'GROUP_ATTR',

                                                        ## 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', 

 
'RealName',

 
'WorkPhone', 

 
'Address2'

 
],

                                                        # The mapping of
RT attributes on to LDAP attributes

                                                        'attr_map'
=>  {   'Name' => 'sAMAccountName',

 
'EmailAddress' => 'mail',

 
'Organization' => 'physicalDeliveryOfficeName',

 
'RealName' => 'cn',

 
'ExternalAuthId' => 'sAMAccountName',

 
'Gecos' => 'sAMAccountName',

 
'WorkPhone' => 'telephoneNumber',

 
'Address1' => 'streetAddress',

 
'City' => 'l',

 
'State' => 'st',

 
'Zip' => 'postalCode',

 
'Country' => 'co'

 
}

                                                    },

                                # An example SSO cookie service

                                'My_SSO_Cookie'  => {   # # The type of
service (db/ldap/cookie)

                                                        'type'
=>  'cookie',

                                                        # The name of
the cookie to be used

                                                        'name'
=>  'loginCookieValue',

                                                        # The users
table

                                                        'u_table'
=>  'users',

                                                        # The username
field in the users table

                                                        'u_field'
=>  'username',

                                                        # The field in
the users table that uniquely identifies a user

                                                        # and also
exists in the cookies table

                                                        'u_match_key'
=>  'userID',

                                                        # The cookies
table

                                                        'c_table'
=>  'login_cookie',

                                                        # The field that
stores cookie values

                                                        'c_field'
=>  'loginCookieValue',

                                                        # The field in
the cookies table that uniquely identifies a user

                                                        # and also
exists in the users table

                                                        'c_match_key'
=>  'loginCookieUserID',

                                                        # The DB service
in this configuration to use to lookup the cookie information

 
'db_service_name'           =>  'My_MySQL'

                                                    }

                                }

);

 

Set( @Plugins, qw(RT::Authen::ExternalAuth) );

 

1;

 

 

--------------------------------------------- 
Radouan Bouzite 
Unix/SAN Admin. 
Ipex Management Inc. 
Tel : (514) 769 3445 ext 291 
Fax :(514) 769-1672 

 

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From falcone at bestpractical.com  Wed May 26 11:25:33 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 26 May 2010 11:25:33 -0400
Subject: [rt-users] example.com appearing in the headers of email.
In-Reply-To: <45969A2567274BB5B9F74D6FDFDFE2B1@jasonxps>
References: <45969A2567274BB5B9F74D6FDFDFE2B1@jasonxps>
Message-ID: <20100526152533.GE595@jibsheet.com>

On Tue, May 25, 2010 at 12:57:44PM -0800, Jason Maderios wrote:
>    All,
> 
>    I have Set( $rtname, 'my.domain.net'); in RT_Siteconfig.  Email works fine to and from however
>    if you show headers two tags:
> 
>    References: <[1]RT-Ticket-301 at example.com>
>    Message-ID: [2]rt-3.8.8-19595-1274820490-1596.301-6-0 at example.com
>    are being set to example.com
> 

You most likely don't actually want rtname to be my.domain.net, but
that is your choice.  The configuration you're looking for is
$Organization, read more about it in RT_Config.pm (or just search for
example.com there)

-kevin
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From mike.peachey at jennic.com  Wed May 26 11:32:09 2010
From: mike.peachey at jennic.com (Mike Peachey)
Date: Wed, 26 May 2010 16:32:09 +0100
Subject: [rt-users] RT+ExternalAuth+LDAP+AD windows 2003
In-Reply-To: <6F3EC091FE756F42BE189BA64226A5FC1915FC5E@mail1ids.ipex.network>
References: <6F3EC091FE756F42BE189BA64226A5FC1915FC52@mail1ids.ipex.network>
	<6F3EC091FE756F42BE189BA64226A5FC1915FC5E@mail1ids.ipex.network>
Message-ID: <4BFD3EF9.2020409@jennic.com>

Bouzite, Radouan wrote:
>  
> I am testing RT, and I Installed RT from :
> 
> http://wiki.bestpractical.com/view/CentOS5InstallGuide
> 
> No I am trying to setup RT+ExternalAuth+LDAP+AD windows 2003, I complete
> all steps in the following instructions :
> 
> http://wiki.bestpractical.com/view/ExternalAuth
> 
>  When I connect to http://rt <http://rt/> I still have to Enter my
> username and password , if you can  help me to check my config and show
> me which log files where I can see what is wrong ?

It does not provide single sign on. You still have to enter your Windows
username and password to login.
-- 
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 falcone at bestpractical.com  Wed May 26 11:32:33 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 26 May 2010 11:32:33 -0400
Subject: [rt-users] Turn off bcc not working?
In-Reply-To: <AANLkTikTRycAD_WU6UlKgVPtpRHiVp13OSq1MR-Aw567@mail.gmail.com>
References: <AANLkTikTRycAD_WU6UlKgVPtpRHiVp13OSq1MR-Aw567@mail.gmail.com>
Message-ID: <20100526153233.GF595@jibsheet.com>

On Tue, May 25, 2010 at 01:15:19PM -0700, Ray Spence wrote:
>    Can anyone explain why, or how to fix, that under the
> 
>    (Check boxes to disable notifications to the listed recipients)
>    Notify on Correspondence
>    On Correspond Notify Owner, Requestors, Ccs and AdminCcs with template Correspondence
> 
>    Reply page, even though I check the "Bcc" box in order to "disable notifications to the"
>    particular member, that member gets Bcc-ed nonetheless. Am I misunderstanding what
>    the checkboxes are for in this template? Is this a bug, or must we reconfigure our
>    RT 3.8.6 differently?

Did you click Save Changes or did you click Update Ticket

-kevin
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From kfcrocker at lbl.gov  Wed May 26 11:41:02 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 26 May 2010 08:41:02 -0700
Subject: [rt-users] RT permissions question
In-Reply-To: <7288D49C0448E840B752320350AFA94E18087C8B@ITS-HCWNEM03.ds.Vanderbilt.edu>
References: <7288D49C0448E840B752320350AFA94E18087C8B@ITS-HCWNEM03.ds.Vanderbilt.edu>
Message-ID: <AANLkTinOsEEk2Beo5CvTO7p8SATjhkHb_eseWEYH_C1V@mail.gmail.com>

Dale,

It sounds like you want them to be able to open a ticket but not see it.
That's not possible. You have to see it to open it, unless you do it via
CommandByMail.

Kenn
LBNL

On Tue, May 25, 2010 at 5:05 PM, Poulter, Dale
<dale.poulter at vanderbilt.edu>wrote:

>  Good evening,
>
>
>
> I have a group of users that have full access to all queues on the system.
> However,  we have on queue that this group should be able to open a ticket
> in but they should not be able to see the tickets in the new tickets.  Any
> suggestions as to how this can be done?  Thanks.
>
>
>
>
>
>
>
> --Dale
>
>
>
> ---------------------------------------
> Dale Poulter
> Automation Coordinator
>
> Library Information Technology Services
> Vanderbilt University
>
> 419 21st Avenue South, Room 812
> Nashville, TN  37203-2427
> (615)343-5388
> (615)343-8834 (fax)
> (615)207-9705 (cell)
> dale.poulter at vanderbilt.edu
>
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From falcone at bestpractical.com  Wed May 26 11:51:15 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 26 May 2010 11:51:15 -0400
Subject: [rt-users] RT permissions question
In-Reply-To: <AANLkTinOsEEk2Beo5CvTO7p8SATjhkHb_eseWEYH_C1V@mail.gmail.com>
References: <7288D49C0448E840B752320350AFA94E18087C8B@ITS-HCWNEM03.ds.Vanderbilt.edu>
	<AANLkTinOsEEk2Beo5CvTO7p8SATjhkHb_eseWEYH_C1V@mail.gmail.com>
Message-ID: <20100526155115.GG595@jibsheet.com>

On Wed, May 26, 2010 at 08:41:02AM -0700, Kenneth Crocker wrote:
>    It sounds like you want them to be able to open a ticket but not see it. That's not possible.
>    You have to see it to open it, unless you do it via CommandByMail.

That isn't true.
If a user has SeeQueue and CreateTicket they can easily create a
ticket in a queue using the New Ticket In button, even if they don't have ShowTicket.

Dale's real issue is that it sounds like he handed out global rights
to a group and will now need to go back and hand those rights out on a
queue level in order to exclude this queue.

-kevin

>    On Tue, May 25, 2010 at 5:05 PM, Poulter, Dale <[1]dale.poulter at vanderbilt.edu> wrote:
> 
>      Good evening,
> 
>      I have a group of users that have full access to all queues on the system. However, we have
>      on queue that this group should be able to open a ticket in but they should not be able to
>      see the tickets in the new tickets. Any suggestions as to how this can be done? Thanks.
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From falcone at bestpractical.com  Wed May 26 11:53:22 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 26 May 2010 11:53:22 -0400
Subject: [rt-users] Ticket/Display.html is just not controllable
In-Reply-To: <4BFCD1E2.80503@desy.de>
References: <4BFCD1E2.80503@desy.de>
Message-ID: <20100526155322.GH595@jibsheet.com>

On Wed, May 26, 2010 at 09:46:42AM +0200, Wolfram Huettermann wrote:
> Hello,
> 
> I am dealing with Ticket/Display.html. What I found out:
> 
> - there is NO change in the page source the  when you change the
> Mason-block
> - I cannot get any information of the callback-functions used.
> 
> My task was to limit the size of the layers in which you can see the
> metadata and the history of the ticket. It is more user-friendly to
> scroll them.
> 
> Has anybody an idea how it could work anyway? Or is it just impossible?

Without knowing what you did, it is impossible to know what is wrong.
However, it sounds like Christian Loos has already implemented a
similar module

http://github.com/cloos/rt-extension-briefhistory

-kevin
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From falcone at bestpractical.com  Wed May 26 11:54:57 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 26 May 2010 11:54:57 -0400
Subject: [rt-users] Limiting output in RSS feeds
In-Reply-To: <AANLkTinHLYU50NouGIUkMN5TIrhTQAG-65tcrzsWOqTo@mail.gmail.com>
References: <AANLkTimMC4Jeav1u-rmrey0nZtX1JH79qUNQFcfQ7h4N@mail.gmail.com>
	<AANLkTinHLYU50NouGIUkMN5TIrhTQAG-65tcrzsWOqTo@mail.gmail.com>
Message-ID: <20100526155457.GI595@jibsheet.com>

> On Wed, May 26, 2010 at 10:23 AM, Joel Merrick <joel.merrick at gmail.com> wrote:
> > I'd like to integrate some of our queues with out intranet, but need
> > to reduce the amount of results..
> >
> > Is there a LIMIT style option for this?

If you want to limit the tickets found, just change your search.
If you want to limit the data in the feed you're going to have to hack
the source

On Wed, May 26, 2010 at 10:54:59AM +0100, Joel Merrick wrote:
> Also, is there a way to get anonymous RSS feeds?

There is not.  If you come up to 3.8.8 you can get an rss feed that
uses an auth token which is easier than needing to code a user/pass
somewhere (but you'll still want to create an rss user that only has
read rights).

-kevin
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From kfcrocker at lbl.gov  Wed May 26 11:57:21 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 26 May 2010 08:57:21 -0700
Subject: [rt-users] RT permissions question
In-Reply-To: <20100526155115.GG595@jibsheet.com>
References: <7288D49C0448E840B752320350AFA94E18087C8B@ITS-HCWNEM03.ds.Vanderbilt.edu>
	<AANLkTinOsEEk2Beo5CvTO7p8SATjhkHb_eseWEYH_C1V@mail.gmail.com>
	<20100526155115.GG595@jibsheet.com>
Message-ID: <AANLkTinkNS4EeGjoX8cgNlYM2qPNncDuNN5dKFnSVelr@mail.gmail.com>

Kevin,

My mistake. I thought he said "open" a ticket, not "create" a ticket. My
bad.

Kenn
LBNL

On Wed, May 26, 2010 at 8:51 AM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Wed, May 26, 2010 at 08:41:02AM -0700, Kenneth Crocker wrote:
> >    It sounds like you want them to be able to open a ticket but not see
> it. That's not possible.
> >    You have to see it to open it, unless you do it via CommandByMail.
>
> That isn't true.
> If a user has SeeQueue and CreateTicket they can easily create a
> ticket in a queue using the New Ticket In button, even if they don't have
> ShowTicket.
>
> Dale's real issue is that it sounds like he handed out global rights
> to a group and will now need to go back and hand those rights out on a
> queue level in order to exclude this queue.
>
> -kevin
>
> >    On Tue, May 25, 2010 at 5:05 PM, Poulter, Dale <[1]
> dale.poulter at vanderbilt.edu> wrote:
> >
> >      Good evening,
> >
> >      I have a group of users that have full access to all queues on the
> system. However, we have
> >      on queue that this group should be able to open a ticket in but they
> should not be able to
> >      see the tickets in the new tickets. Any suggestions as to how this
> can be done? Thanks.
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From kfcrocker at lbl.gov  Wed May 26 11:59:44 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 26 May 2010 08:59:44 -0700
Subject: [rt-users] Question on CommandByMail & ExtractCustomFields
Message-ID: <AANLkTikCwvUgQsZ26tyr7acjy651jzshJdgvXRWU1sUI@mail.gmail.com>

To list,

I am uncertain as to what "ExtractCustomFields" gives someone over
CommandByMail. Correct me if I'm wrong, but doesn't CBM give you the ability
to set Custom Fields? If so, what advantage does ExtractCustomField give
you?

Kenn
LBNL
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From billd at mjhallandcompany.com  Wed May 26 12:19:06 2010
From: billd at mjhallandcompany.com (Bill Danforth)
Date: Wed, 26 May 2010 09:19:06 -0700
Subject: [rt-users] FW:  Emails not going out, skipping - SOLVED
Message-ID: <043616B44FD58E4E86CDCAE1416CA3740764E28C@mjh-ex-1.mjhallandcompany.com>

All,

First off, many thanks go out to both Jesse and Kenn for the replies.  I
already had the NotifyActor set to actually notify the actor (1), but I
checked my typing on that variable to make sure.

It ended up being the RTAddressRegexp entry.  I had looked at it a few
times and after receiving Jesse's email, I looked at it once again and
found that I had one too many escapes (/) in it.  Once I fixed that, all
emails now appear to be going.  (Especially those to my boss ;) )

Since the box that RT is running on is used only for RT and for my own
MySQL development/testing, there aren't any other local users, and due
to our naming conventions, there won't be any users with "rt-" in the
username, so I changed (after fixing my original error) the regex to:

   Set($RTAddressRegexp, '^(.*rt-*\@OURDOMAIN\.com)$');

Thanks again to the list.

Have a great day,
Bill Danforth



 Bill Danforth
  IT Systems Administrator
  billd at mjhallandcompany.com
  
  Stockton, CA 95202
    Phone
   Fax
   
    
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-----Original Message-----

From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Tuesday, May 25, 2010 4:21 PM
To: Bill Danforth
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Emails not going out, skipping



>    <my-bosses-email-addr> appears to point to this RT instance.
Skipping (/usr/
> 
>    local/lib/perl5/site_perl/5.8.9/RT/Action/SendEmail.pm:824)

I suspect your RtAddressRegexp may be set up a bit funny.


From juann.dlc at gmail.com  Wed May 26 12:29:37 2010
From: juann.dlc at gmail.com (Juan N. DLC)
Date: Wed, 26 May 2010 12:29:37 -0400
Subject: [rt-users] DueDate updater
In-Reply-To: <AANLkTimd-gNJebfLEZozZ0Ilbsv-W45qM7K6GHFzgi81@mail.gmail.com>
References: <AANLkTimd-gNJebfLEZozZ0Ilbsv-W45qM7K6GHFzgi81@mail.gmail.com>
Message-ID: <AANLkTimVzkNTpFmo2u08DMng-yxGx2g84IYdQ_6P7AtB@mail.gmail.com>

>
> Hi,
>
>
>
> For some time I?m looking for a scrip that update the DueDate for the
> ticket when OnQueueChange action. I have like 13 queues all with different
> DueDates. I found this scrip for UpdatePriority:
> http://wiki.bestpractical.com/view/UpdatePriority  and I was trying to
> modify It for my need but no luck. Also, I?m not that good in programming
> either. I will appreciate if someone could give me a hand on this.
>
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From jmaderios at kpu.net  Wed May 26 13:09:48 2010
From: jmaderios at kpu.net (Jason Maderios)
Date: Wed, 26 May 2010 09:09:48 -0800
Subject: [rt-users] example.com appearing in the headers of email.
In-Reply-To: <20100526152533.GE595@jibsheet.com>
References: <45969A2567274BB5B9F74D6FDFDFE2B1@jasonxps>
	<20100526152533.GE595@jibsheet.com>
Message-ID: <2452D560A1E64319887D4DBFA99B6509@jasonxps>

We bought 4 copies for out organization.  I will look again for what may be 
the cause.

--------------------------------------------------
From: "Kevin Falcone" <falcone at bestpractical.com>
Sent: Wednesday, May 26, 2010 7:25 AM
To: <rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] example.com appearing in the headers of email.

>
> 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  Wed May 26 13:17:27 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 26 May 2010 13:17:27 -0400
Subject: [rt-users] Question on CommandByMail & ExtractCustomFields
In-Reply-To: <AANLkTikCwvUgQsZ26tyr7acjy651jzshJdgvXRWU1sUI@mail.gmail.com>
References: <AANLkTikCwvUgQsZ26tyr7acjy651jzshJdgvXRWU1sUI@mail.gmail.com>
Message-ID: <20100526171727.GJ595@jibsheet.com>

On Wed, May 26, 2010 at 08:59:44AM -0700, Kenneth Crocker wrote:
>    I am uncertain as to what "ExtractCustomFields" gives someone over CommandByMail. Correct me
>    if I'm wrong, but doesn't CBM give you the ability to set Custom Fields? If so, what advantage
>    does ExtractCustomField give you?

ExtractCustomFieldValues is generally used to parse machine-generated
incoming  mails for information, but people certainly do that using
CommandByMail also

-kevin
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From jmaderios at kpu.net  Wed May 26 13:49:49 2010
From: jmaderios at kpu.net (Jason Maderios)
Date: Wed, 26 May 2010 09:49:49 -0800
Subject: [rt-users] Scrip silent update problem
Message-ID: <20DFACE0AD1E431BB88C7060472ACEB8@jasonxps>

All,

I have a scrip that updates the subj line.  I do not want this change noted in history.

I am using RecordTransaction 0 in other scrips and they are working fine.  Just not in this one.  

Any thoughts?

--- Truncated Custom Action cleanup code --
my $csubj = $self->TicketObj->Subject;
$csubj =~ s/^\(.*\)//;

my ( $st, $msg ) = $self->TicketObj->SetSubject ("\($cftype - $cfphone\) $csubj", RecordTransaction => 0);

unless ( $st ) {
    $RT::Logger->error("Coudln't change Subj: $msg");
    return 0;
}
--- Truncated --
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From jmaderios at kpu.net  Wed May 26 13:51:32 2010
From: jmaderios at kpu.net (Jason Maderios)
Date: Wed, 26 May 2010 09:51:32 -0800
Subject: [rt-users] example.com appearing in the headers of email.
In-Reply-To: <20100526152533.GE595@jibsheet.com>
References: <45969A2567274BB5B9F74D6FDFDFE2B1@jasonxps>
	<20100526152533.GE595@jibsheet.com>
Message-ID: <CAD0393063024AE8B763A46A9C9D9285@jasonxps>

Found it - Page 22&23

Set($Organization, "value");

What is the impact of changing this 3 weeks into deployment?
 


From Mike.Johnson at NorMed.ca  Wed May 26 13:53:31 2010
From: Mike.Johnson at NorMed.ca (Mike Johnson)
Date: Wed, 26 May 2010 13:53:31 -0400
Subject: [rt-users] Turn off bcc not working?
In-Reply-To: <20100526153233.GF595@jibsheet.com>
References: <AANLkTikTRycAD_WU6UlKgVPtpRHiVp13OSq1MR-Aw567@mail.gmail.com>
	<20100526153233.GF595@jibsheet.com>
Message-ID: <4BFD2915.4EF5.001E.0@NorMed.ca>

Hi folks,
 
I know my install of 3.2.1 does NOT work as intended for this feature.  My install does exactly what the original poster's example does... the check box means nothing, even when you click on "save changes" after checking the box.
 
 
 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson at normed.ca 
Technology assistance: email nosmhelpdesk at normed.ca 
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: 
Off campus toll free 1 (800) 461-8777, option 8, or locally either 
(705) 662-7120 or (807) 766-7500


>>> Kevin Falcone <falcone at bestpractical.com> 5/26/2010 11:32 AM >>>
On Tue, May 25, 2010 at 01:15:19PM -0700, Ray Spence wrote:
>    Can anyone explain why, or how to fix, that under the
> 
>    (Check boxes to disable notifications to the listed recipients)
>    Notify on Correspondence
>    On Correspond Notify Owner, Requestors, Ccs and AdminCcs with template Correspondence
> 
>    Reply page, even though I check the "Bcc" box in order to "disable notifications to the"
>    particular member, that member gets Bcc-ed nonetheless. Am I misunderstanding what
>    the checkboxes are for in this template? Is this a bug, or must we reconfigure our
>    RT 3.8.6 differently?

Did you click Save Changes or did you click Update Ticket

-kevin
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From borngunners at aol.com  Wed May 26 15:44:53 2010
From: borngunners at aol.com (borngunners at aol.com)
Date: Wed, 26 May 2010 15:44:53 -0400 (EDT)
Subject: [rt-users] RTAddressRegexp and ExternalAuth error
Message-ID: <8CCCB230B78BD9F-F34-60A@webmail-d023.sysops.aol.com>


I have installed Net::LDAP in cpan and installed all dependencies. I am getting the following error messages after restarting apache2 (fails):

[Wed May 26 18:06:11 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check $
[Wed May 26 18:06:23 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check $
[Wed May 26 14:06:32 2010] [notice] Apache/2.2.11 (Ubuntu) PHP/5.2.6-3ubuntu4.5 with Suhosin-Patch mod_perl/2.0.4 Perl/v5.10.0 configured -- resuming normal$
[Wed May 26 14:43:40 2010] [notice] caught SIGTERM, shutting down
[Wed May 26 14:43:43 2010] [error] Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /etc/perl /u$
[Wed May 26 14:43:43 2010] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server UHC:80, exiting...
[Wed May 26 14:50:22 2010] [error] Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /etc/perl /u$
[Wed May 26 14:50:22 2010] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server UHC:80, exiting...
[Wed May 26 18:51:11 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check $
[Wed May 26 18:51:22 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check $
[Wed May 26 14:51:32 2010] [notice] Apache/2.2.11 (Ubuntu) PHP/5.2.6-3ubuntu4.5 with Suhosin-Patch mod_perl/2.0.4 Perl/v5.10.0 configured -- resuming normal$
[Wed May 26 15:01:43 2010] [notice] caught SIGTERM, shutting down
[Wed May 26 15:01:46 2010] [error] Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /etc/perl /u$
[Wed May 26 15:01:46 2010] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server UHC:80, exiting...
[Wed May 26 15:15:41 2010] [error] Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /etc/perl /u$
[Wed May 26 15:15:41 2010] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server UHC:80, exiting...
[Wed May 26 19:16:22 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check $
[Wed May 26 19:16:34 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check $
[Wed May 26 15:16:43 2010] [notice] Apache/2.2.11 (Ubuntu) PHP/5.2.6-3ubuntu4.5 with Suhosin-Patch mod_perl/2.0.4 Perl/v5.10.0 configured -- resuming normal$


I am not sure what I am doing wrong. Please help...
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From kfcrocker at lbl.gov  Wed May 26 15:45:09 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 26 May 2010 12:45:09 -0700
Subject: [rt-users] Turn off bcc not working?
In-Reply-To: <4BFD2915.4EF5.001E.0@NorMed.ca>
References: <AANLkTikTRycAD_WU6UlKgVPtpRHiVp13OSq1MR-Aw567@mail.gmail.com>
	<20100526153233.GF595@jibsheet.com>
	<4BFD2915.4EF5.001E.0@NorMed.ca>
Message-ID: <AANLkTilHbcJh7X-I8XFz9wVQOwiCtIdXmY7xdQ0tkG0r@mail.gmail.com>

Mike,

3.2.1!!!?? Maybe you would consider an upgrade? They are free.

Kenn
LBNL

On Wed, May 26, 2010 at 10:53 AM, Mike Johnson <Mike.Johnson at normed.ca>wrote:

>  Hi folks,
>
> I know my install of 3.2.1 does NOT work as intended for this feature.  My
> install does exactly what the original poster's example does... the check
> box means nothing, even when you click on "save changes" after checking the
> box.
>
>
>
>  Mike Johnson
> Datatel Programmer/Analyst
> Northern Ontario School of Medicine
> 955 Oliver Road
> Thunder Bay, ON   P7B 5E1
> Phone: (807) 766-7331
> Email: mike.johnson at normed.ca
> Technology assistance: email nosmhelpdesk at normed.ca
> Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat
> holidays:
> Off campus toll free 1 (800) 461-8777, option 8, or locally either
> (705) 662-7120 or (807) 766-7500
>
>
> >>> Kevin Falcone <falcone at bestpractical.com> 5/26/2010 11:32 AM >>>
>
> On Tue, May 25, 2010 at 01:15:19PM -0700, Ray Spence wrote:
> >    Can anyone explain why, or how to fix, that under the
> >
> >    (Check boxes to disable notifications to the listed recipients)
> >    Notify on Correspondence
> >    On Correspond Notify Owner, Requestors, Ccs and AdminCcs with template
> Correspondence
> >
> >    Reply page, even though I check the "Bcc" box in order to "disable
> notifications to the"
> >    particular member, that member gets Bcc-ed nonetheless. Am I
> misunderstanding what
> >    the checkboxes are for in this template? Is this a bug, or must we
> reconfigure our
> >    RT 3.8.6 differently?
>
> Did you click Save Changes or did you click Update Ticket
>
> -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 perlstalker at vuser.org  Wed May 26 15:44:09 2010
From: perlstalker at vuser.org (Randy Smith)
Date: Wed, 26 May 2010 13:44:09 -0600
Subject: [rt-users] Limiting output in RSS feeds
In-Reply-To: <20100526155457.GI595@jibsheet.com>
References: <AANLkTimMC4Jeav1u-rmrey0nZtX1JH79qUNQFcfQ7h4N@mail.gmail.com>
	<AANLkTinHLYU50NouGIUkMN5TIrhTQAG-65tcrzsWOqTo@mail.gmail.com>
	<20100526155457.GI595@jibsheet.com>
Message-ID: <20100526194409.GI22925@rbsmith-desktop>

On Wed, 26 May 2010, Kevin Falcone wrote:

> > On Wed, May 26, 2010 at 10:23 AM, Joel Merrick <joel.merrick at gmail.com> wrote:
> > > I'd like to integrate some of our queues with out intranet, but need
> > > to reduce the amount of results..
> > >
> > > Is there a LIMIT style option for this?
> 
> If you want to limit the tickets found, just change your search.
> If you want to limit the data in the feed you're going to have to hack
> the source
> 
> On Wed, May 26, 2010 at 10:54:59AM +0100, Joel Merrick wrote:
> > Also, is there a way to get anonymous RSS feeds?
> 
> There is not.  If you come up to 3.8.8 you can get an rss feed that
> uses an auth token which is easier than needing to code a user/pass
> somewhere (but you'll still want to create an rss user that only has
> read rights).
> 

Another option is to use a script from cron to generate an rss file in
the NoAuth directory. You'll be able to limit the results in anyway
you want as well as being able to provide anonymous access to the feed.


-- 
Randy Smith
http://www.vuser.org/
http://perlstalker.blogspot.com/
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From wolfram.huettermann at desy.de  Thu May 27 03:12:55 2010
From: wolfram.huettermann at desy.de (Wolfram Huettermann)
Date: Thu, 27 May 2010 09:12:55 +0200
Subject: [rt-users] Ticket/Display.html is just not controllable
In-Reply-To: <20100526155322.GH595@jibsheet.com>
References: <4BFCD1E2.80503@desy.de> <20100526155322.GH595@jibsheet.com>
Message-ID: <4BFE1B77.9040204@desy.de>

Kevin Falcone wrote:
> On Wed, May 26, 2010 at 09:46:42AM +0200, Wolfram Huettermann wrote:
>   
>> Hello,
>>
>> I am dealing with Ticket/Display.html. What I found out:
>>
>> - there is NO change in the page source the  when you change the
>> Mason-block
>> - I cannot get any information of the callback-functions used.
>>
>> My task was to limit the size of the layers in which you can see the
>> metadata and the history of the ticket. It is more user-friendly to
>> scroll them.
>>
>> Has anybody an idea how it could work anyway? Or is it just impossible?
>>     
>
> Without knowing what you did, it is impossible to know what is wrong.
> However, it sounds like Christian Loos has already implemented a
> similar module
>
> http://github.com/cloos/rt-extension-briefhistory
>
> -kevin
>   
> ------------------------------------------------------------------------
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

Hi Kevin,

I wanted to change the module Ticket/Display.html in the HTML-block. But 
its appearance and its source code  remained the same,  even after I  
had cut this block. It seems that the <%init%>-block creates the module 
and overlays  the HTML-code.

I even haven't got any information of the callback-functions in that 
block. Here is the init-block of Ticket/Display.html.
<%INIT>
$m->callback( TicketObj => $TicketObj, ARGSRef => \%ARGS, CallbackName 
=> 'Initial' );
my (@Actions, $Tickets); 


unless ($id || $TicketObj) {
    Abort('No ticket specified');
}

if ($ARGS{'id'} eq 'new') {
    # {{{ Create a new ticket

    my $Queue = new RT::Queue( $session{'CurrentUser'} );
    $Queue->Load($ARGS{'Queue'});
    unless ( $Queue->id ) {
        Abort('Queue not found');
    }

    unless ( $Queue->CurrentUserHasRight('CreateTicket') ) {
        Abort('You have no permission to create tickets in that queue.');
    }

    ($TicketObj, @Actions) = CreateTicket(
        Attachments => delete $session{'Attachments'},
        %ARGS,
    );
    unless ( $TicketObj->CurrentUserHasRight('ShowTicket') ) {
        Abort("No permission to view newly created ticket 
#".$TicketObj->id.".");
    }
    # }}}
} else {
    $TicketObj ||= LoadTicket($ARGS{'id'});

    $m->callback( CallbackName => 'BeforeProcessArguments',
        TicketObj => $TicketObj, Tickets => $Tickets,
        ActionsRef => \@Actions, ARGSRef => \%ARGS );
    if ( defined $ARGS{'Action'} ) {
        if ($ARGS{'Action'} =~ /^(Steal|Kill|Take|SetTold)$/) {
            my $action = $1;
            my ($res, $msg) = $TicketObj->$action();
            push(@Actions, $msg);
        }
    }

    $m->callback(CallbackName => 'ProcessArguments',
            Ticket => $TicketObj,
            ARGSRef => \%ARGS,
            Actions => \@Actions);
   
    $ARGS{UpdateAttachments} = $session{'Attachments'};
    push @Actions,
        ProcessUpdateMessage(
        ARGSRef   => \%ARGS,
        Actions   => \@Actions,
        TicketObj => $TicketObj,
        );
    delete $session{'Attachments'};

    #Process status updates
    push @Actions, ProcessTicketWatchers(ARGSRef => \%ARGS, TicketObj => 
$TicketObj );
    push @Actions, ProcessTicketBasics(  ARGSRef => \%ARGS, TicketObj => 
$TicketObj );
    push @Actions, ProcessTicketLinks(   ARGSRef => \%ARGS, TicketObj => 
$TicketObj );
    push @Actions, ProcessTicketDates(   ARGSRef => \%ARGS, TicketObj => 
$TicketObj );
    push @Actions, ProcessObjectCustomFieldUpdates(ARGSRef => \%ARGS, 
TicketObj => $TicketObj );

    # XXX: we shouldn't block actions here if user has no right to see 
the ticket,
    # but we should allow him to see actions he has done
    unless ($TicketObj->CurrentUserHasRight('ShowTicket')) {
        Abort("No permission to view ticket");
    }
    if ( $ARGS{'MarkAsSeen'} ) {
        $TicketObj->SetAttribute(
            Name => 'User-'. $TicketObj->CurrentUser->id .'-SeenUpTo',
            Content => $TicketObj->LastUpdated,
        );
        push @Actions, loc('Marked all messages as seen');
    }
}

$m->callback(
    CallbackName => 'BeforeDisplay',
    TicketObj => \$TicketObj,
    Tickets => \$Tickets,
    Actions => \@Actions,
    ARGSRef => \%ARGS,
);

# This code does automatic redirection if any updates happen.

if (@Actions) {

    # We've done something, so we need to clear the decks to avoid
    # resubmission on refresh.
    # But we need to store Actions somewhere too, so we don't lose them.
    my $key = Digest::MD5::md5_hex( rand(1024) );
    push @{ $session{"Actions"}->{$key} ||= [] }, @Actions;
    $session{'i'}++;
    RT::Interface::Web::Redirect( RT->Config->Get('WebURL') . 
"Ticket/Display.html?id=" . $TicketObj->id . "&results=" . $key );

}

my $attachments = $m->comp('Elements/FindAttachments', Ticket => 
$TicketObj, Tickets => $Tickets);
my $attachment_content = $m->comp('Elements/LoadTextAttachments', Ticket 
=> $TicketObj);

my %link_rel;
if (defined $session{'tickets'} and ($ARGS{'Query'} or 
$session{'CurrentSearchHash'}->{'Query'})) {
    my $item_map = $session{'tickets'}->ItemMap;
    $link_rel{first} = "Ticket/Display.html?id=" . 
$item_map->{first}                if $item_map->{$TicketObj->Id}{prev};
    $link_rel{prev}  = "Ticket/Display.html?id=" . 
$item_map->{$TicketObj->Id}{prev} if $item_map->{$TicketObj->Id}{prev};
    $link_rel{next}  = "Ticket/Display.html?id=" . 
$item_map->{$TicketObj->Id}{next} if $item_map->{$TicketObj->Id}{next};
    $link_rel{last}  = "Ticket/Display.html?id=" . 
$item_map->{last}                 if $item_map->{$TicketObj->Id}{next};
}
</%INIT>

Thank you for your advice.

Wolfram


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From karl at huftis.org  Thu May 27 07:53:12 2010
From: karl at huftis.org (Karl Ove Hufthammer)
Date: Thu, 27 May 2010 13:53:12 +0200
Subject: [rt-users] Automatically updating list of legal values in combobox
	custom fields
Message-ID: <4BFE5D28.4050809@huftis.org>

I have a combobox custom field with a number of possible values, e.g., 
?foo? and ?bar?. However, when a user adds a new value, ?baz?, that 
value is *not* added to the list of possible values (shown the next time 
a user creates a new ticket).

Is this a bug? And if it?s not considered a bug, is it possible to add 
this functionality, so that the list of combobox values is automatically 
updated whenever a user adds a new value? It would also be nice if old 
values were automatically removed when no tickets have the values 
anymore (usually when someone enters and misspells one of the ?legal? 
values, and later fixes it).

-- 
Karl Ove Hufthammer


From borngunners at aol.com  Thu May 27 10:41:57 2010
From: borngunners at aol.com (borngunners at aol.com)
Date: Thu, 27 May 2010 10:41:57 -0400 (EDT)
Subject: [rt-users] RTAddressRegex and ExternalAuth error
Message-ID: <8CCCBC1E432B514-122C-885E@webmail-d067.sysops.aol.com>


I have installed Net::LDAP in cpan and installed all dependencies. I am getting the following error messages after restarting apache2 (fails):
 
[Wed May 26 18:06:11 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check $
[Wed May 26 18:06:23 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check $
[Wed May 26 14:06:32 2010] [notice] Apache/2.2.11 (Ubuntu) PHP/5.2.6-3ubuntu4.5 with Suhosin-Patch mod_perl/2.0.4 Perl/v5.10.0 configured -- resuming normal$
[Wed May 26 14:43:40 2010] [notice] caught SIGTERM, shutting down
[Wed May 26 14:43:43 2010] [error] Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /etc/perl /u$
[Wed May 26 14:43:43 2010] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server UHC:80, exiting...
[Wed May 26 14:50:22 2010] [error] Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /etc/perl /u$
[Wed May 26 14:50:22 2010] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server UHC:80, exiting...
[Wed May 26 18:51:11 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check $
[Wed May 26 18:51:22 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check $
[Wed May 26 14:51:32 2010] [notice] Apache/2.2.11 (Ubuntu) PHP/5.2.6-3ubuntu4.5 with Suhosin-Patch mod_perl/2.0.4 Perl/v5.10.0 configured -- resuming normal$
[Wed May 26 15:01:43 2010] [notice] caught SIGTERM, shutting down
[Wed May 26 15:01:46 2010] [error] Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /etc/perl /u$
[Wed May 26 15:01:46 2010] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server UHC:80, exiting...
[Wed May 26 15:15:41 2010] [error] Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /etc/perl /u$
[Wed May 26 15:15:41 2010] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server UHC:80, exiting...
[Wed May 26 19:16:22 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check $
[Wed May 26 19:16:34 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check $
[Wed May 26 15:16:43 2010] [notice] Apache/2.2.11 (Ubuntu) PHP/5.2.6-3ubuntu4.5 with Suhosin-Patch mod_perl/2.0.4 Perl/v5.10.0 configured -- resuming normal$
 
 
I am not sure what I am doing wrong. Please help...



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From raubvogel at gmail.com  Thu May 27 10:54:50 2010
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Thu, 27 May 2010 10:54:50 -0400
Subject: [rt-users] RTAddressRegex and ExternalAuth error
In-Reply-To: <8CCCBC1E432B514-122C-885E@webmail-d067.sysops.aol.com>
References: <8CCCBC1E432B514-122C-885E@webmail-d067.sysops.aol.com>
Message-ID: <AANLkTimFLpKhTm8hpSdEA7BK0UR115S9Gh7igHiseqKB@mail.gmail.com>

On Thu, May 27, 2010 at 10:41 AM,  <borngunners at aol.com> wrote:
> I have installed Net::LDAP in cpan and installed all dependencies. I am
> getting the following error messages after restarting apache2 (fails):
>
> [Wed May 26 18:06:11 2010] [error]: The RTAddressRegexp option is not set in
> the config. Not setting this option results in additional SQL queries to
> check $
> [Wed May 26 18:06:23 2010] [error]: The RTAddressRegexp option is not set in
> the config. Not setting this option results in additional SQL queries to
> check $
> [Wed May 26 14:06:32 2010] [notice] Apache/2.2.11 (Ubuntu)
> PHP/5.2.6-3ubuntu4.5 with Suhosin-Patch mod_perl/2.0.4 Perl/v5.10.0
> configured -- resuming normal$
> [Wed May 26 14:43:40 2010] [notice] caught SIGTERM, shutting down
> [Wed May 26 14:43:43 2010] [error] Can't locate RT/Authen/ExternalAuth.pm in
> @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /etc/perl
> /u$
> [Wed May 26 14:43:43 2010] [error] Can't load Perl file:
> /opt/rt3/bin/webmux.pl for server UHC:80, exiting...
> [Wed May 26 14:50:22 2010] [error] Can't locate RT/Authen/ExternalAuth.pm in
> @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /etc/perl
> /u$
> [Wed May 26 14:50:22 2010] [error] Can't load Perl file:
> /opt/rt3/bin/webmux.pl for server UHC:80, exiting...
> [Wed May 26 18:51:11 2010] [error]: The RTAddressRegexp option is not set in
> the config. Not setting this option results in additional SQL queries to
> check $
> [Wed May 26 18:51:22 2010] [error]: The RTAddressRegexp option is not set in
> the config. Not setting this option results in additional SQL queries to
> check $
> [Wed May 26 14:51:32 2010] [notice] Apache/2.2.11 (Ubuntu)
> PHP/5.2.6-3ubuntu4.5 with Suhosin-Patch mod_perl/2.0.4 Perl/v5.10.0
> configured -- resuming normal$
> [Wed May 26 15:01:43 2010] [notice] caught SIGTERM, shutting down
> [Wed May 26 15:01:46 2010] [error] Can't locate RT/Authen/ExternalAuth.pm in
> @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /etc/perl
> /u$
> [Wed May 26 15:01:46 2010] [error] Can't load Perl file:
> /opt/rt3/bin/webmux.pl for server UHC:80, exiting...
> [Wed May 26 15:15:41 2010] [error] Can't locate RT/Authen/ExternalAuth.pm in
> @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /etc/perl
> /u$
> [Wed May 26 15:15:41 2010] [error] Can't load Perl file:
> /opt/rt3/bin/webmux.pl for server UHC:80, exiting...
> [Wed May 26 19:16:22 2010] [error]: The RTAddressRegexp option is not set in
> the config. Not setting this option results in additional SQL queries to
> check $
> [Wed May 26 19:16:34 2010] [error]: The RTAddressRegexp option is not set in
> the config. Not setting this option results in additional SQL queries to
> check $
> [Wed May 26 15:16:43 2010] [notice] Apache/2.2.11 (Ubuntu)
> PHP/5.2.6-3ubuntu4.5 with Suhosin-Patch mod_perl/2.0.4 Perl/v5.10.0
> configured -- resuming normal$
>
>
> I am not sure what I am doing wrong. Please help...
>
      I would begin with this guy here:

[Wed May 26 15:01:46 2010] [error] Can't locate
RT/Authen/ExternalAuth.pm in @INC (@INC contains:
/opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /etc/perl /u$

Sounds like the RT path is not right. Was it working before? Did you
install the ubuntu RT package or got it from bestpractical?

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


From jpierce at cambridgeenergyalliance.org  Thu May 27 12:00:08 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 27 May 2010 12:00:08 -0400
Subject: [rt-users] Odd scrip behavior: false positives are triggered,
	and modifications 	are made but not txn rescorded
Message-ID: <AANLkTim9AX17tbcMTLwuMuCpo9kmGQmXVC425Ii1Ouqb@mail.gmail.com>

Hi All,

I'm using http://wiki.bestpractical.com/view/RtBounceHandler to detect bounces.
I then have the following scrip flag the bounced tickets, which has
been in place for months:

Custom condition: return 1 unless $self->Subject =~ /Bounce!/;
Custom action: 1;
Custom clean-up: my $curval =
$self->TicketObj->FirstCustomFieldValue('Tags') || '';
unless( $curval =~ /\bbounce\b/i ) {
  my($st, $msg) = $self->TicketObj->AddCustomFieldValue(
   Field => 'Tags',
   Value => 'bounce, ' . $curval,
   RecordTransaction => 1 );
  unless( $st ) {
    $RT::Logger->warning( "Couldn't prepend 'bounce' to CF 'Tags':". $msg );
    return undef;
  }
}
return 1;

It seems to work when it ought, but today I just noticed that a number of
tickets have been tagged as bounce, even though they have no messages
with a subject of Bounce! This seems to occur when comments are added,
but not only on the first such transaction for a ticket. Any idea why,
and how to fix it it a non-kludgy way?

Thanks in advance!

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


From kfcrocker at lbl.gov  Thu May 27 12:30:35 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 27 May 2010 09:30:35 -0700
Subject: [rt-users] Automatically updating list of legal values in
	combobox custom fields
In-Reply-To: <4BFE5D28.4050809@huftis.org>
References: <4BFE5D28.4050809@huftis.org>
Message-ID: <AANLkTimpxefGJY4l0zRUZIye_rp-ezgDb_lySzS5NJb7@mail.gmail.com>

Karl,

Nope. It's not a bug. Having the ability to "MosifyCustomField" merely means
that users "in a group" can select or enter a value for that CF *in a ticket
*. In order to change what values can be selected, etc. the privilege
"AdminCustomField" needs to be applied to a group you want to have this
privilege. At our installation, we don't want every "Tom, Dick and Harry"
changing values for CF's that others are using, so we create Admin groups
for this ability. It keeps the "Chaos factor" down. Hope this helps.

Kenn
LBNL

On Thu, May 27, 2010 at 4:53 AM, Karl Ove Hufthammer <karl at huftis.org>wrote:

> I have a combobox custom field with a number of possible values, e.g.,
> ?foo? and ?bar?. However, when a user adds a new value, ?baz?, that value is
> *not* added to the list of possible values (shown the next time a user
> creates a new ticket).
>
> Is this a bug? And if it?s not considered a bug, is it possible to add this
> functionality, so that the list of combobox values is automatically updated
> whenever a user adds a new value? It would also be nice if old values were
> automatically removed when no tickets have the values anymore (usually when
> someone enters and misspells one of the ?legal? values, and later fixes it).
>
> --
> Karl Ove Hufthammer
>
> 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 May 27 13:23:02 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 27 May 2010 13:23:02 -0400
Subject: [rt-users] Odd scrip behavior: false positives are triggered,
	and 	modifications are made but not txn rescorded
In-Reply-To: <AANLkTim9AX17tbcMTLwuMuCpo9kmGQmXVC425Ii1Ouqb@mail.gmail.com>
References: <AANLkTim9AX17tbcMTLwuMuCpo9kmGQmXVC425Ii1Ouqb@mail.gmail.com>
Message-ID: <AANLkTimb2IugsttHsf5Si8qQAosDnHHAfcSNpM2ekMm6@mail.gmail.com>

P.S. I was wrong Re: "but not txn rescorded", I forgot about
HideSystemTransactions

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


From paul_dougherty at prn.com  Thu May 27 13:58:31 2010
From: paul_dougherty at prn.com (Dougherty Paul)
Date: Thu, 27 May 2010 10:58:31 -0700
Subject: [rt-users] Error in ExtractCustomFieldValues
Message-ID: <C73EE97EC2AFC54DB02A6767623F96D20AE18D6F@SFRHSMAIL01.am.thmulti.com>

Hi,

 

I have installed the ExtractCustomFieldValues module, and it is working
perfectly....Except for the following error in the messages log. This
error occurs with every new ticket entered through email.

 

 Any ideas?

 

Thank you,

 

Paul

 

Error:

May 26 21:06:01 <user.err> servicedesk RT: Can't find string terminator
";" anywhere before EOF at (eval 597) line 2.  Stack:   [(eval 597):2]  

[/opt/rt/local/plugins/RT-Extension-ExtractCustomFieldValues/lib/RT/Acti
on/ExtractCustomFieldValues.pm:204]   

[/opt/rt/local/plugins/RT-Extension-ExtractCustomFieldValues/lib/RT/Acti
on/ExtractCustomFieldValues.pm:106]   

[/opt/rt/local/plugins/RT-Extension-ExtractCustomFieldValues/lib/RT/Acti
on/ExtractCustomFieldValues.pm:185]   

[/opt/rt/local/plugins/RT-Extension-ExtractCustomFieldValues/lib/RT/Acti
on/ExtractCustomFieldValues.pm:113]   

[/opt/rt/bin/../lib/RT/ScripAction_Overlay.pm:238]   

[/opt/rt/bin/../lib/RT/Scrip_Overlay.pm:464]   

[/opt/rt/bin/../lib/RT/Scrips_Overlay.pm:196]   

[/opt/rt/bin/../lib/RT/Transaction_Overlay.pm:188]   

[/opt/rt/bin/../lib/RT/Record.pm:1457]   

[/opt/rt/bin/../lib/RT/Ticket_Overlay.pm:656]   

[/opt/rt/bin/../lib/RT/Interface/Email.pm:1444]   

[/opt/rt/share/html/REST/1.0/NoAuth/mail-gateway:61] 

(/opt/rt/local/plugins/RT-Extension-ExtractCustomFieldValues/li

 

RT 3.8.7

OS OEL 5.4 64bit

Apache 2.2.3

 

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From G.Booth at lboro.ac.uk  Thu May 27 14:27:50 2010
From: G.Booth at lboro.ac.uk (G.Booth)
Date: Thu, 27 May 2010 19:27:50 +0100
Subject: [rt-users] hide custom field from create/modify.html
Message-ID: <ximss-8357075@twum.lboro.ac.uk>

Hi all

Im performing some ajax functions on a custom field with extremely long 
character lengths. Im linking it to the queue field, so if i select a queue, 
I get the custom field automatically populated. Im calling the custom field 
separately in the code through the API and all of this seems to work fine. 
Unfortunately the custom field exists a second time on the pages, as all 
custom fields are shown at the bottom of the create and modify.html pages - 
these instances are too short to show the data in the field.
Does anybody know if there's a way to hide a custom field from the create or 
modify.html page. Ive got about five custom fields and want to show four in 
the usual manner.

regards

Garry

ps if anybody is interested in the ajax stuff, Ill post it on the wiki

--

Dr Garry Booth
IT Services
Loughborough University


From falcone at bestpractical.com  Thu May 27 14:34:47 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 27 May 2010 14:34:47 -0400
Subject: [rt-users] example.com appearing in the headers of email.
In-Reply-To: <CAD0393063024AE8B763A46A9C9D9285@jasonxps>
References: <45969A2567274BB5B9F74D6FDFDFE2B1@jasonxps>
	<20100526152533.GE595@jibsheet.com>
	<CAD0393063024AE8B763A46A9C9D9285@jasonxps>
Message-ID: <20100527183447.GK595@jibsheet.com>

On Wed, May 26, 2010 at 09:51:32AM -0800, Jason Maderios wrote:
> Found it - Page 22&23
> Set($Organization, "value");
> What is the impact of changing this 3 weeks into deployment?

You break existing ticket Links
If you search the wiki, I believe someone has written up how to safely
modify them

-kevin
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From falcone at bestpractical.com  Thu May 27 14:38:02 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 27 May 2010 14:38:02 -0400
Subject: [rt-users] Ticket/Display.html is just not controllable
In-Reply-To: <4BFE1B77.9040204@desy.de>
References: <4BFCD1E2.80503@desy.de> <20100526155322.GH595@jibsheet.com>
	<4BFE1B77.9040204@desy.de>
Message-ID: <20100527183802.GL595@jibsheet.com>

On Thu, May 27, 2010 at 09:12:55AM +0200, Wolfram Huettermann wrote:
> Kevin Falcone wrote:
> >On Wed, May 26, 2010 at 09:46:42AM +0200, Wolfram Huettermann wrote:
> >>I am dealing with Ticket/Display.html. What I found out:
> >>
> >>- there is NO change in the page source the  when you change the
> >>Mason-block
> >>- I cannot get any information of the callback-functions used.
> >>
> >>My task was to limit the size of the layers in which you can see the
> >>metadata and the history of the ticket. It is more user-friendly to
> >>scroll them.
> >>
> >>Has anybody an idea how it could work anyway? Or is it just impossible?
> >
> >Without knowing what you did, it is impossible to know what is wrong.
> >However, it sounds like Christian Loos has already implemented a
> >similar module
> >
> >http://github.com/cloos/rt-extension-briefhistory
> >
> 
> I wanted to change the module Ticket/Display.html in the HTML-block.
> But its appearance and its source code  remained the same,  even
> after I  had cut this block. It seems that the <%init%>-block
> creates the module and overlays  the HTML-code.
> 
> I even haven't got any information of the callback-functions in that
> block. Here is the init-block of Ticket/Display.html.

You've not actually said what callbacks you created or how you tried
to overlay Display.html by copying it to local/ or explained what you
want to accomplish, so I'm afraid I can't really guess at what you're
trying to do.  Have you read the documentation on the wiki about
customizing RT?

-kevin
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From falcone at bestpractical.com  Thu May 27 14:58:02 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 27 May 2010 14:58:02 -0400
Subject: [rt-users] Automatically updating list of legal values in
 combobox custom fields
In-Reply-To: <4BFE5D28.4050809@huftis.org>
References: <4BFE5D28.4050809@huftis.org>
Message-ID: <20100527185802.GM595@jibsheet.com>

On Thu, May 27, 2010 at 01:53:12PM +0200, Karl Ove Hufthammer wrote:
> I have a combobox custom field with a number of possible values,
> e.g., ?foo? and ?bar?. However, when a user adds a new value, ?baz?,
> that value is *not* added to the list of possible values (shown the
> next time a user creates a new ticket).

This is how the code is implemented.

> Is this a bug? And if it?s not considered a bug, is it possible to
> add this functionality, so that the list of combobox values is
> automatically updated whenever a user adds a new value? It would
> also be nice if old values were automatically removed when no
> tickets have the values anymore (usually when someone enters and
> misspells one of the ?legal? values, and later fixes it).

If someone provided a patch for a new CF type, it'd be interesting to
see, but I do worry that the select would turn into a giant mishmash
of bad values.  The autocomplete CF has similar behavior.
There are also performance implications to selecting potentially many
values out of the large-ish ObjectCustomFieldValues.

It might actually be more interesting to see the admin UI grow the
ability to see all the "currently entered but unused" values for
easily adding them to the default values.

-kevin
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From falcone at bestpractical.com  Thu May 27 15:01:38 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 27 May 2010 15:01:38 -0400
Subject: [rt-users] Error in ExtractCustomFieldValues
In-Reply-To: <C73EE97EC2AFC54DB02A6767623F96D20AE18D6F@SFRHSMAIL01.am.thmulti.com>
References: <C73EE97EC2AFC54DB02A6767623F96D20AE18D6F@SFRHSMAIL01.am.thmulti.com>
Message-ID: <20100527190138.GN595@jibsheet.com>

On Thu, May 27, 2010 at 10:58:31AM -0700, Dougherty Paul wrote:
> 
>    I have installed the ExtractCustomFieldValues module, and it is working perfectly....Except
>    for the following error in the messages log. This error occurs with every new ticket entered
>    through email.
> 
>    May 26 21:06:01 <user.err> servicedesk RT: Can't find string terminator ";" anywhere before
>    EOF at (eval 597) line 2.  Stack:   [(eval 597):2]

Sounds like your template has a syntax error, most likely in the
postedit clause

-kevin
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From falcone at bestpractical.com  Thu May 27 15:03:25 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 27 May 2010 15:03:25 -0400
Subject: [rt-users] hide custom field from create/modify.html
In-Reply-To: <ximss-8357075@twum.lboro.ac.uk>
References: <ximss-8357075@twum.lboro.ac.uk>
Message-ID: <20100527190325.GO595@jibsheet.com>

On Thu, May 27, 2010 at 07:27:50PM +0100, G.Booth wrote:
> Hi all
> 
> Im performing some ajax functions on a custom field with extremely
> long character lengths. Im linking it to the queue field, so if i
> select a queue, I get the custom field automatically populated. Im
> calling the custom field separately in the code through the API and
> all of this seems to work fine. Unfortunately the custom field
> exists a second time on the pages, as all custom fields are shown at
> the bottom of the create and modify.html pages - these instances are
> too short to show the data in the field.
> Does anybody know if there's a way to hide a custom field from the
> create or modify.html page. Ive got about five custom fields and
> want to show four in the usual manner.
> 

Sounds like you want to use the MassageCustomFields callback in
EditCustomFields to suppress certain fields

-kevin
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From borngunners at aol.com  Thu May 27 15:33:02 2010
From: borngunners at aol.com (borngunners at aol.com)
Date: Thu, 27 May 2010 15:33:02 -0400 (EDT)
Subject: [rt-users] RTAddressRegex and ExternalAuth error
In-Reply-To: 26756624
References: 26756624
Message-ID: <8CCCBEA8BA0B536-1974-C887@webmail-m101.sysops.aol.com>


 
Sounds like the RT path is not right. Was it working before? Did you
install the ubuntu RT package or got it from bestpractical?

Everything was working right until I decide to configure the LDAP authentication... I followed the instructions from best practical and then install the CPAN module....I am not sure if I installed in the wrong path.
What can I do to reverse the installation or better still repair the issue?



 


 

 

-----Original Message-----
From: Mauricio Tavares <raubvogel at gmail.com>
To: borngunners <borngunners at aol.com>
Cc: RT-Users <RT-Users at lists.bestpractical.com>
Sent: Thu, May 27, 2010 10:54 am
Subject: Re: [rt-users] RTAddressRegex and ExternalAuth error


On Thu, May 27, 2010 at 10:41 AM,  <borngunners at aol.com> wrote:
> I have installed Net::LDAP in cpan and installed all dependencies. I am
> getting the following error messages after restarting apache2 (fails):
>
> [Wed May 26 18:06:11 2010] [error]: The RTAddressRegexp option is not set in
> the config. Not setting this option results in additional SQL queries to
> check $
> [Wed May 26 18:06:23 2010] [error]: The RTAddressRegexp option is not set in
> the config. Not setting this option results in additional SQL queries to
> check $
> [Wed May 26 14:06:32 2010] [notice] Apache/2.2.11 (Ubuntu)
> PHP/5.2.6-3ubuntu4.5 with Suhosin-Patch mod_perl/2.0.4 Perl/v5.10.0
> configured -- resuming normal$
> [Wed May 26 14:43:40 2010] [notice] caught SIGTERM, shutting down
> [Wed May 26 14:43:43 2010] [error] Can't locate RT/Authen/ExternalAuth.pm in
> @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /etc/perl
> /u$
> [Wed May 26 14:43:43 2010] [error] Can't load Perl file:
> /opt/rt3/bin/webmux.pl for server UHC:80, exiting...
> [Wed May 26 14:50:22 2010] [error] Can't locate RT/Authen/ExternalAuth.pm in
> @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /etc/perl
> /u$
> [Wed May 26 14:50:22 2010] [error] Can't load Perl file:
> /opt/rt3/bin/webmux.pl for server UHC:80, exiting...
> [Wed May 26 18:51:11 2010] [error]: The RTAddressRegexp option is not set in
> the config. Not setting this option results in additional SQL queries to
> check $
> [Wed May 26 18:51:22 2010] [error]: The RTAddressRegexp option is not set in
> the config. Not setting this option results in additional SQL queries to
> check $
> [Wed May 26 14:51:32 2010] [notice] Apache/2.2.11 (Ubuntu)
> PHP/5.2.6-3ubuntu4.5 with Suhosin-Patch mod_perl/2.0.4 Perl/v5.10.0
> configured -- resuming normal$
> [Wed May 26 15:01:43 2010] [notice] caught SIGTERM, shutting down
> [Wed May 26 15:01:46 2010] [error] Can't locate RT/Authen/ExternalAuth.pm in
> @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /etc/perl
> /u$
> [Wed May 26 15:01:46 2010] [error] Can't load Perl file:
> /opt/rt3/bin/webmux.pl for server UHC:80, exiting...
> [Wed May 26 15:15:41 2010] [error] Can't locate RT/Authen/ExternalAuth.pm in
> @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /etc/perl
> /u$
> [Wed May 26 15:15:41 2010] [error] Can't load Perl file:
> /opt/rt3/bin/webmux.pl for server UHC:80, exiting...
> [Wed May 26 19:16:22 2010] [error]: The RTAddressRegexp option is not set in
> the config. Not setting this option results in additional SQL queries to
> check $
> [Wed May 26 19:16:34 2010] [error]: The RTAddressRegexp option is not set in
> the config. Not setting this option results in additional SQL queries to
> check $
> [Wed May 26 15:16:43 2010] [notice] Apache/2.2.11 (Ubuntu)
> PHP/5.2.6-3ubuntu4.5 with Suhosin-Patch mod_perl/2.0.4 Perl/v5.10.0
> configured -- resuming normal$
>
>
> I am not sure what I am doing wrong. Please help...
>
      I would begin with this guy here:

[Wed May 26 15:01:46 2010] [error] Can't locate
RT/Authen/ExternalAuth.pm in @INC (@INC contains:
/opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /etc/perl /u$

Sounds like the RT path is not right. Was it working before? Did you
install the ubuntu RT package or got it from bestpractical?

>
>
> 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 paul_dougherty at prn.com  Thu May 27 15:49:08 2010
From: paul_dougherty at prn.com (Dougherty Paul)
Date: Thu, 27 May 2010 12:49:08 -0700
Subject: [rt-users] Error in ExtractCustomFieldValues
In-Reply-To: <20100527190138.GN595@jibsheet.com>
References: <C73EE97EC2AFC54DB02A6767623F96D20AE18D6F@SFRHSMAIL01.am.thmulti.com>
	<20100527190138.GN595@jibsheet.com>
Message-ID: <C73EE97EC2AFC54DB02A6767623F96D20AE18D78@SFRHSMAIL01.am.thmulti.com>

Thank you Kevin. 

The error was in the template, I did not specify a post command and did
not leave room for it. In essence, I was one | short.

Appreciate the help.

Rgds,

Paul

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin
Falcone
Sent: Thursday, May 27, 2010 12:02 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Error in ExtractCustomFieldValues

On Thu, May 27, 2010 at 10:58:31AM -0700, Dougherty Paul wrote:
> 
>    I have installed the ExtractCustomFieldValues module, and it is
working perfectly....Except
>    for the following error in the messages log. This error occurs with
every new ticket entered
>    through email.
> 
>    May 26 21:06:01 <user.err> servicedesk RT: Can't find string
terminator ";" anywhere before
>    EOF at (eval 597) line 2.  Stack:   [(eval 597):2]

Sounds like your template has a syntax error, most likely in the
postedit clause

-kevin



From knabe at 4j.lane.edu  Thu May 27 16:32:57 2010
From: knabe at 4j.lane.edu (Troy Knabe)
Date: Thu, 27 May 2010 13:32:57 -0700
Subject: [rt-users] id10t error
Message-ID: <1C9D17F1-04A7-470B-9AF1-4BE30CFA1F0C@4j.lane.edu>

So I am looking to upgrade RT from 3.8.7 to 3.8.8 and I cannot find the documentation on what options I used to run configure.  Is there a way to tell that from my existing version?

--
Thanks!







From jmoseley at corp.xanadoo.com  Thu May 27 16:35:36 2010
From: jmoseley at corp.xanadoo.com (James Moseley)
Date: Thu, 27 May 2010 15:35:36 -0500
Subject: [rt-users] id10t error
In-Reply-To: <1C9D17F1-04A7-470B-9AF1-4BE30CFA1F0C@4j.lane.edu>
References: <1C9D17F1-04A7-470B-9AF1-4BE30CFA1F0C@4j.lane.edu>
Message-ID: <AANLkTineaK241mMgmiKVtOPCXJ5YfSqFZ5c93O2eqjSA@mail.gmail.com>

The config.log file in the RT 3.8.7 source directory.

On Thu, May 27, 2010 at 3:32 PM, Troy Knabe <knabe at 4j.lane.edu> wrote:

> So I am looking to upgrade RT from 3.8.7 to 3.8.8 and I cannot find the
> documentation on what options I used to run configure.  Is there a way to
> tell that from my existing version?
>
> --
> Thanks!
>
>
>
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
James Moseley
610-934-7307
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From wolfram.huettermann at desy.de  Fri May 28 03:05:49 2010
From: wolfram.huettermann at desy.de (Wolfram Huettermann)
Date: Fri, 28 May 2010 09:05:49 +0200
Subject: [rt-users] Ticket/Display.html is just not controllable
In-Reply-To: <20100527183802.GL595@jibsheet.com>
References: <4BFCD1E2.80503@desy.de>
	<20100526155322.GH595@jibsheet.com>	<4BFE1B77.9040204@desy.de>
	<20100527183802.GL595@jibsheet.com>
Message-ID: <4BFF6B4D.5070900@desy.de>

Kevin Falcone wrote:
> On Thu, May 27, 2010 at 09:12:55AM +0200, Wolfram Huettermann wrote:
>   
>> Kevin Falcone wrote:
>>     
>>> On Wed, May 26, 2010 at 09:46:42AM +0200, Wolfram Huettermann wrote:
>>>       
>>>> I am dealing with Ticket/Display.html. What I found out:
>>>>
>>>> - there is NO change in the page source the  when you change the
>>>> Mason-block
>>>> - I cannot get any information of the callback-functions used.
>>>>
>>>> My task was to limit the size of the layers in which you can see the
>>>> metadata and the history of the ticket. It is more user-friendly to
>>>> scroll them.
>>>>
>>>> Has anybody an idea how it could work anyway? Or is it just impossible?
>>>>         
>>> Without knowing what you did, it is impossible to know what is wrong.
>>> However, it sounds like Christian Loos has already implemented a
>>> similar module
>>>
>>> http://github.com/cloos/rt-extension-briefhistory
>>>
>>>       
>> I wanted to change the module Ticket/Display.html in the HTML-block.
>> But its appearance and its source code  remained the same,  even
>> after I  had cut this block. It seems that the <%init%>-block
>> creates the module and overlays  the HTML-code.
>>
>> I even haven't got any information of the callback-functions in that
>> block. Here is the init-block of Ticket/Display.html.
>>     
>
> You've not actually said what callbacks you created or how you tried
> to overlay Display.html by copying it to local/ or explained what you
> want to accomplish, so I'm afraid I can't really guess at what you're
> trying to do.  Have you read the documentation on the wiki about
> customizing RT?
>
> -kevin
>   
> ------------------------------------------------------------------------
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
I know the bug,

plugins are just overlaying the source code. That is very bad :(

Greetings and thanks for your advice,

Wolfram


From G.Booth at lboro.ac.uk  Fri May 28 04:48:56 2010
From: G.Booth at lboro.ac.uk (G.Booth)
Date: Fri, 28 May 2010 09:48:56 +0100
Subject: [rt-users] ordering custom fields
Message-ID: <ximss-9201244@frim.lboro.ac.uk>

hi All

Does anybody know if there is a way to change how a custom field is ordered 
in a combobox. It seems to default to be ordered by the field "Sort" (guess 
there's a clue there :-]). Is it possible to order them by "Name"

regards

Garry

--

Dr Garry Booth
IT Services
Loughborough University


From Jim.Tambling at datatote.co.uk  Fri May 28 07:29:44 2010
From: Jim.Tambling at datatote.co.uk (Jim Tambling)
Date: Fri, 28 May 2010 12:29:44 +0100
Subject: [rt-users] Time Worked mandatory field
Message-ID: <72D9E13A8FC8994794D448E91198AE0701C89C82@mail.sys.internal>

Is there a way to make the 'Time Worked' field mandatory with each
update?

 

Cheers

 

Jim Tambling

 

Network Services

Data Tote Ltd

 

P Think of the environment. Do you need to print this email? 

 

 

 

 

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From Mike.Johnson at NorMed.ca  Fri May 28 09:16:43 2010
From: Mike.Johnson at NorMed.ca (Mike Johnson)
Date: Fri, 28 May 2010 09:16:43 -0400
Subject: [rt-users] Custom Field display descriptions
Message-ID: <4BFF89FC0200001E0003D4F6@lugwout.laurentian.ca>

Greetings,

I'm looking for a quick tweak to the way custom fields are displayed.  Right now, we create custom fields with codes, and full descriptions. However, the custom field is showing only the code.  Is there a way I can tweak it to show the description, but use the associated code when storing it in the database?

I'm on an old version(3.2.1) and this may already be fixed in a newer version but I didn't see it in any of the patch notes.

Thanks!
Mike.


From elacour at easter-eggs.com  Fri May 28 09:24:33 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 28 May 2010 15:24:33 +0200
Subject: [rt-users] Time Worked mandatory field
In-Reply-To: <72D9E13A8FC8994794D448E91198AE0701C89C82@mail.sys.internal>
References: <72D9E13A8FC8994794D448E91198AE0701C89C82@mail.sys.internal>
Message-ID: <20100528132433.GF13175@easter-eggs.com>

On Fri, May 28, 2010 at 12:29:44PM +0100, Jim Tambling wrote:
> Is there a way to make the 'Time Worked' field mandatory with each
> update?
> 
>  

You have to write your own callback for share/html/Ticket/Update.html to
check that the field is not empty on post.

see http://wiki.bestpractical.com/ for hints on callbacks.


From Richard at widexs.nl  Fri May 28 09:29:33 2010
From: Richard at widexs.nl (Richard Pijnenburg)
Date: Fri, 28 May 2010 15:29:33 +0200
Subject: [rt-users] calculating worked time from child tickets
Message-ID: <87458E9581E41E4F8FFD60620074085604CFAE38@mail01.widexs.local>

Hi all,

 

We work a lot with a main ticket with sub tickets below it.

For each sub ticket 'time worked' is filled in.

At this moment we manually calculate it and put it in the main ticket.

Is there a way to automate this?

I think it could be done with a scrip with a "on update" type thing I
think.

Or does someone already have this built?

 

Met vriendelijke groet / With kind regards,

Richard Pijnenburg 
Changes and Incident Coordinator

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

 

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From elacour at easter-eggs.com  Fri May 28 09:35:48 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 28 May 2010 15:35:48 +0200
Subject: [rt-users] calculating worked time from child tickets
In-Reply-To: <87458E9581E41E4F8FFD60620074085604CFAE38@mail01.widexs.local>
References: <87458E9581E41E4F8FFD60620074085604CFAE38@mail01.widexs.local>
Message-ID: <20100528133548.GG13175@easter-eggs.com>

On Fri, May 28, 2010 at 03:29:33PM +0200, Richard Pijnenburg wrote:
> Hi all,
> 
>  
> 
> We work a lot with a main ticket with sub tickets below it.
> 
> For each sub ticket 'time worked' is filled in.
> 
> At this moment we manually calculate it and put it in the main ticket.
> 
> Is there a way to automate this?
> 
> I think it could be done with a scrip with a "on update" type thing I
> think.
> 

yes, I think this is the best to do, a custom scrip on this queue, that
on any Transaction look if this ticket as child and update the
timeworked if needed. On http://wiki.bestpractical.com/, you will find
some scrips conditions/examples that may help you.



From hiro24 at gmail.com  Fri May 28 10:13:44 2010
From: hiro24 at gmail.com (Chris Hall)
Date: Fri, 28 May 2010 10:13:44 -0400
Subject: [rt-users] Custom Field display descriptions
In-Reply-To: <4BFF89FC0200001E0003D4F6@lugwout.laurentian.ca>
References: <4BFF89FC0200001E0003D4F6@lugwout.laurentian.ca>
Message-ID: <AANLkTinmqxZCd6KG4hN8jGPH3xr9WB5QZknQklC9iczm@mail.gmail.com>

I was wondering this myself.. on 3.8.7 here.. I'd like a way to have a more
"descriptive" explanation on the form, rather than Input must match
^\d{3}-\d{3}-\d{4}$ (not everybody knows that means a ###-###-#### phone
number)

On Fri, May 28, 2010 at 9:16 AM, Mike Johnson <Mike.Johnson at normed.ca>wrote:

> Greetings,
>
> I'm looking for a quick tweak to the way custom fields are displayed.
>  Right now, we create custom fields with codes, and full descriptions.
> However, the custom field is showing only the code.  Is there a way I can
> tweak it to show the description, but use the associated code when storing
> it in the database?
>
> I'm on an old version(3.2.1) and this may already be fixed in a newer
> version but I didn't see it in any of the patch notes.
>
> Thanks!
> Mike.
>
> 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 cloos at netcologne.de  Fri May 28 10:30:39 2010
From: cloos at netcologne.de (Christian Loos)
Date: Fri, 28 May 2010 16:30:39 +0200
Subject: [rt-users] Custom Field display descriptions
In-Reply-To: <AANLkTinmqxZCd6KG4hN8jGPH3xr9WB5QZknQklC9iczm@mail.gmail.com>
References: <4BFF89FC0200001E0003D4F6@lugwout.laurentian.ca>
	<AANLkTinmqxZCd6KG4hN8jGPH3xr9WB5QZknQklC9iczm@mail.gmail.com>
Message-ID: <4BFFD38F.5040403@netcologne.de>

Hi Chris,

Just try this: (?#phone number)^\d{3}-\d{3}-\d{4}$

Chris

Am 28.05.2010 16:13, schrieb Chris Hall:
> I was wondering this myself.. on 3.8.7 here.. I'd like a way to have a
> more "descriptive" explanation on the form, rather than Input must match
> ^\d{3}-\d{3}-\d{4}$ (not everybody knows that means a ###-###-#### phone
> number)
> 
> On Fri, May 28, 2010 at 9:16 AM, Mike Johnson <Mike.Johnson at normed.ca
> <mailto:Mike.Johnson at normed.ca>> wrote:
> 
>     Greetings,
> 
>     I'm looking for a quick tweak to the way custom fields are
>     displayed.  Right now, we create custom fields with codes, and full
>     descriptions. However, the custom field is showing only the code.
>      Is there a way I can tweak it to show the description, but use the
>     associated code when storing it in the database?
> 
>     I'm on an old version(3.2.1) and this may already be fixed in a
>     newer version but I didn't see it in any of the patch notes.
> 
>     Thanks!
>     Mike.
> 
>     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 falcone at bestpractical.com  Fri May 28 11:09:42 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 28 May 2010 11:09:42 -0400
Subject: [rt-users] ordering custom fields
In-Reply-To: <ximss-9201244@frim.lboro.ac.uk>
References: <ximss-9201244@frim.lboro.ac.uk>
Message-ID: <20100528150942.GP595@jibsheet.com>

On Fri, May 28, 2010 at 09:48:56AM +0100, G.Booth wrote:
> Does anybody know if there is a way to change how a custom field is
> ordered in a combobox. It seems to default to be ordered by the
> field "Sort" (guess there's a clue there :-]). Is it possible to
> order them by "Name"

The default sort order for Custom Field Values when pulled from the
database is SortOrder, Name, id - so just don't define SortOrder
on any fields.

-kevin
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From radbou at ipexna.com  Fri May 28 15:32:55 2010
From: radbou at ipexna.com (Bouzite, Radouan)
Date: Fri, 28 May 2010 15:32:55 -0400
Subject: [rt-users] RT3.8.8  CentOs
Message-ID: <6F3EC091FE756F42BE189BA64226A5FC1915FCCB@mail1ids.ipex.network>

Where can I find RT3.8.8compiled version for CentOs ?

 

 

--------------------------------------------- 
Radouan Bouzite 
Unix/SAN Admin. 
Ipex Management Inc. 
Tel : (514) 769 3445 ext 291 
Fax :(514) 769-1672 

 

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From JoopvandeWege at mococo.nl  Fri May 28 15:37:57 2010
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Fri, 28 May 2010 21:37:57 +0200
Subject: [rt-users] RT3.8.8  CentOs
In-Reply-To: <6F3EC091FE756F42BE189BA64226A5FC1915FCCB@mail1ids.ipex.network>
References: <6F3EC091FE756F42BE189BA64226A5FC1915FCCB@mail1ids.ipex.network>
Message-ID: <4C001B95.9050609@mococo.nl>

Bouzite, Radouan wrote:
> Where can I find RT3.8.8compiled version for CentOs ?
There is no RT3.8.8 version yet in any repo that I know of. But you 
could download the source, run configure and install it.
Using 'make fixdeps' will fix all dependancies for you.
Run Centos5 with rt3.8.8 myself and no problems

Regards,

Joop


From jpierce at cambridgeenergyalliance.org  Fri May 28 15:39:32 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 28 May 2010 15:39:32 -0400
Subject: [rt-users] RT3.8.8 CentOs
In-Reply-To: <6F3EC091FE756F42BE189BA64226A5FC1915FCCB@mail1ids.ipex.network>
References: <6F3EC091FE756F42BE189BA64226A5FC1915FCCB@mail1ids.ipex.network>
Message-ID: <AANLkTiltg1oYZatQfGA5ej1KN3eOTW3ZHhlA6gMtt0rn@mail.gmail.com>

On Fri, May 28, 2010 at 15:32, Bouzite, Radouan <radbou at ipexna.com> wrote:
> Where can I find RT3.8.8compiled version for CentOs ?
You don't. Perl is not a compiled language. Just download the source
tarball and install.
If there's no guide on the wiki for you specific version, try another
or the RHEL guides.


From sabujp at gmail.com  Fri May 28 15:48:53 2010
From: sabujp at gmail.com (Sabuj Pattanayek)
Date: Fri, 28 May 2010 14:48:53 -0500
Subject: [rt-users] RT3.8.8 CentOs
In-Reply-To: <AANLkTiltg1oYZatQfGA5ej1KN3eOTW3ZHhlA6gMtt0rn@mail.gmail.com>
References: <6F3EC091FE756F42BE189BA64226A5FC1915FCCB@mail1ids.ipex.network>
	<AANLkTiltg1oYZatQfGA5ej1KN3eOTW3ZHhlA6gMtt0rn@mail.gmail.com>
Message-ID: <AANLkTikaeUpppwRK7-lYvmIRGLzIZ6jpsG4mlafqd7hZ@mail.gmail.com>

On Fri, May 28, 2010 at 2:39 PM, Jerrad Pierce
<jpierce at cambridgeenergyalliance.org> wrote:
> On Fri, May 28, 2010 at 15:32, Bouzite, Radouan <radbou at ipexna.com> wrote:
>> Where can I find RT3.8.8compiled version for CentOs ?
> You don't. Perl is not a compiled language. Just download the source

He's looking for RPMs, which would be nice to have. A recent update to
our server momentarily broke our RT install because it's not part of
the package management system .


From radbou at ipexna.com  Fri May 28 15:53:56 2010
From: radbou at ipexna.com (Bouzite, Radouan)
Date: Fri, 28 May 2010 15:53:56 -0400
Subject: [rt-users] RT3.8.8 CentOs
In-Reply-To: <AANLkTikaeUpppwRK7-lYvmIRGLzIZ6jpsG4mlafqd7hZ@mail.gmail.com>
References: <6F3EC091FE756F42BE189BA64226A5FC1915FCCB@mail1ids.ipex.network>	
	<AANLkTiltg1oYZatQfGA5ej1KN3eOTW3ZHhlA6gMtt0rn@mail.gmail.com> 
	<AANLkTikaeUpppwRK7-lYvmIRGLzIZ6jpsG4mlafqd7hZ@mail.gmail.com>
Message-ID: <6F3EC091FE756F42BE189BA64226A5FC1915FCCE@mail1ids.ipex.network>


 I founf RT 3.6 in
http://wiki.bestpractical.com/view/CentOS5InstallGuide and it was very
simple to install , but did not find 3.8.8, also I tried to install from
Source follwing the steps in 
http://wiki.bestpractical.com/view/CentOS5InstallPlusSome

but have problems the fix all dependencies with make fixdeps .



---------------------------------------------
Radouan Bouzite
Unix/SAN Admin.
Ipex Management Inc.
Tel : (514) 769 3445 ext 291
Fax :(514) 769-1672


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Sabuj
Pattanayek
Sent: May-28-10 3:49 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT3.8.8 CentOs

On Fri, May 28, 2010 at 2:39 PM, Jerrad Pierce
<jpierce at cambridgeenergyalliance.org> wrote:
> On Fri, May 28, 2010 at 15:32, Bouzite, Radouan <radbou at ipexna.com>
wrote:
>> Where can I find RT3.8.8compiled version for CentOs ?
> You don't. Perl is not a compiled language. Just download the source

He's looking for RPMs, which would be nice to have. A recent update to
our server momentarily broke our RT install because it's not part of
the package management system .

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


From knabe at 4j.lane.edu  Fri May 28 15:56:34 2010
From: knabe at 4j.lane.edu (Troy Knabe)
Date: Fri, 28 May 2010 12:56:34 -0700
Subject: [rt-users] ChangeLogo
Message-ID: <FF9B7A3D-73A1-4C2A-B992-CC32F6032069@4j.lane.edu>

So I am following this doc: http://wiki.bestpractical.com/view/ChangeLogo

But I cannot seem to get the new logo to display.  I am running 3.8.8.  

I am running under the assumption that I need to be setting the variables in RT_SiteConfig.pm, correct?  

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







From jmoseley at corp.xanadoo.com  Fri May 28 15:59:48 2010
From: jmoseley at corp.xanadoo.com (James Moseley)
Date: Fri, 28 May 2010 14:59:48 -0500
Subject: [rt-users] RT3.8.8 CentOs
In-Reply-To: <6F3EC091FE756F42BE189BA64226A5FC1915FCCE@mail1ids.ipex.network>
References: <6F3EC091FE756F42BE189BA64226A5FC1915FCCB@mail1ids.ipex.network>
	<AANLkTiltg1oYZatQfGA5ej1KN3eOTW3ZHhlA6gMtt0rn@mail.gmail.com>
	<AANLkTikaeUpppwRK7-lYvmIRGLzIZ6jpsG4mlafqd7hZ@mail.gmail.com>
	<6F3EC091FE756F42BE189BA64226A5FC1915FCCE@mail1ids.ipex.network>
Message-ID: <AANLkTimOOCn2rudR7lzGlh9UwgX9rIB3arTMWRDO5xup@mail.gmail.com>

If you're looking for assistance installing/configuring RT in CentOS, there
is a thread titled 'Reqest Tracker CentOS 5.3 setup' in the RT mailing list
archives.  Should be dated April 24th, 2009.


-- 
James Moseley


On Fri, May 28, 2010 at 2:53 PM, Bouzite, Radouan <radbou at ipexna.com> wrote:

>
>  I founf RT 3.6 in
> http://wiki.bestpractical.com/view/CentOS5InstallGuide and it was very
> simple to install , but did not find 3.8.8, also I tried to install from
> Source follwing the steps in
> http://wiki.bestpractical.com/view/CentOS5InstallPlusSome
>
> but have problems the fix all dependencies with make fixdeps .
>
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From bmccormack at nextjump.com  Fri May 28 16:00:07 2010
From: bmccormack at nextjump.com (Bernard McCormack)
Date: Fri, 28 May 2010 16:00:07 -0400
Subject: [rt-users] ChangeLogo
In-Reply-To: <FF9B7A3D-73A1-4C2A-B992-CC32F6032069@4j.lane.edu>
References: <FF9B7A3D-73A1-4C2A-B992-CC32F6032069@4j.lane.edu>
Message-ID: <2437DA37D3AF87429F50B1FBE01C973C0272C781@MASERVER1.nextjump.com>

Where did you put the image?  I have mine set as:
Set($LogoURL, $WebImagesURL . "njlogo.gif");
With the image in:
/opt/rt3/share/html/NoAuth/images

I am also running 3.8.8.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Troy
Knabe
Sent: Friday, May 28, 2010 3:57 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] ChangeLogo

So I am following this doc:
http://wiki.bestpractical.com/view/ChangeLogo

But I cannot seem to get the new logo to display.  I am running 3.8.8.  

I am running under the assumption that I need to be setting the
variables in RT_SiteConfig.pm, correct?  

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






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


From jpierce at cambridgeenergyalliance.org  Fri May 28 16:06:40 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 28 May 2010 16:06:40 -0400
Subject: [rt-users] RT3.8.8 CentOs
In-Reply-To: <AANLkTikaeUpppwRK7-lYvmIRGLzIZ6jpsG4mlafqd7hZ@mail.gmail.com>
References: <6F3EC091FE756F42BE189BA64226A5FC1915FCCB@mail1ids.ipex.network> 
	<AANLkTiltg1oYZatQfGA5ej1KN3eOTW3ZHhlA6gMtt0rn@mail.gmail.com> 
	<AANLkTikaeUpppwRK7-lYvmIRGLzIZ6jpsG4mlafqd7hZ@mail.gmail.com>
Message-ID: <AANLkTikQQX0_T_ijqF13gcFFo9KS7PkG1y64jbAU5mqK@mail.gmail.com>

> He's looking for RPMs, which would be nice to have. A recent update to
> our server momentarily broke our RT install because it's not part of
> the package management system .
That's not what he said though.

It's also complicated by the fact RH/CentOS has an out-of-date File::Temp.
If you're installing all of RT with local:lib, you need to keep an eye
on logwatch
reports for signs of up2date clobbering it.


From juann.dlc at gmail.com  Fri May 28 16:01:56 2010
From: juann.dlc at gmail.com (Juan N. DLC)
Date: Fri, 28 May 2010 16:01:56 -0400
Subject: [rt-users] ChangeLogo
In-Reply-To: <FF9B7A3D-73A1-4C2A-B992-CC32F6032069@4j.lane.edu>
References: <FF9B7A3D-73A1-4C2A-B992-CC32F6032069@4j.lane.edu>
Message-ID: <AANLkTin6mL83Zd414KutNteMgGrmlvdOoL5x4M6S-i-7@mail.gmail.com>

Where did you pont you'r new logo?

On Fri, May 28, 2010 at 3:56 PM, Troy Knabe <knabe at 4j.lane.edu> wrote:

> So I am following this doc: http://wiki.bestpractical.com/view/ChangeLogo
>
> But I cannot seem to get the new logo to display.  I am running 3.8.8.
>
> I am running under the assumption that I need to be setting the variables
> in RT_SiteConfig.pm, correct?
>
> --
> Troy Knabe
> knabe at 4j.lane.edu
>
>
>
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From knabe at 4j.lane.edu  Fri May 28 16:21:02 2010
From: knabe at 4j.lane.edu (Troy Knabe)
Date: Fri, 28 May 2010 13:21:02 -0700
Subject: [rt-users] ChangeLogo
In-Reply-To: <1275077610.15324.44.camel@smith.racf.bnl.gov>
References: <FF9B7A3D-73A1-4C2A-B992-CC32F6032069@4j.lane.edu>
	<1275077610.15324.44.camel@smith.racf.bnl.gov>
Message-ID: <46A5B399-67C0-41B4-B44E-BEC4B7826239@4j.lane.edu>

Forgive me as I am NOT a web programmer at all.  

So I need to change this:

div#logo a {
- display: none;
position: absolute;
- left: 0;
- bottom: 0;
}

To This:

div#logo a img {
+ z-index: 100;
+ position: absolute;
border: 0;
}


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





On May 28, 2010, at 1:13 PM, Jason A. Smith wrote:

> On Fri, 2010-05-28 at 12:56 -0700, Troy Knabe wrote:
>> So I am following this doc: http://wiki.bestpractical.com/view/ChangeLogo
>> 
>> But I cannot seem to get the new logo to display.  I am running 3.8.8.  
>> 
>> I am running under the assumption that I need to be setting the variables in RT_SiteConfig.pm, correct?  
> 
> It works for me, but like the Wiki says, it requires a patch to the web2
> style sheet because it hides the logo by default.  I reported this
> several months ago:
> 
> http://issues.bestpractical.com/Ticket/Display.html?id=13964&user=guest&pass=guest
> 
> Hopefully they will fix this bug in a future release.
> 
> ~Jason
> 
> 
>> --
>> Troy Knabe
>> knabe at 4j.lane.edu
>> 
>> 
>> 
>> 
>> 
>> 
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>> 
> 
> -- 
> /------------------------------------------------------------------\
> |  Jason A. Smith                          Email:  smithj4 at bnl.gov |
> |  Atlas Computing Facility, Bldg. 510M    Phone: +1-631-344-4226  |
> |  Brookhaven National Lab, P.O. Box 5000  Fax:   +1-631-344-7616  |
> |  Upton, NY 11973-5000,  U.S.A.                                   |
> \------------------------------------------------------------------/
> 

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From smithj4 at bnl.gov  Fri May 28 16:13:30 2010
From: smithj4 at bnl.gov (Jason A. Smith)
Date: Fri, 28 May 2010 16:13:30 -0400
Subject: [rt-users] ChangeLogo
In-Reply-To: <FF9B7A3D-73A1-4C2A-B992-CC32F6032069@4j.lane.edu>
References: <FF9B7A3D-73A1-4C2A-B992-CC32F6032069@4j.lane.edu>
Message-ID: <1275077610.15324.44.camel@smith.racf.bnl.gov>

On Fri, 2010-05-28 at 12:56 -0700, Troy Knabe wrote:
> So I am following this doc: http://wiki.bestpractical.com/view/ChangeLogo
> 
> But I cannot seem to get the new logo to display.  I am running 3.8.8.  
> 
> I am running under the assumption that I need to be setting the variables in RT_SiteConfig.pm, correct?  

It works for me, but like the Wiki says, it requires a patch to the web2
style sheet because it hides the logo by default.  I reported this
several months ago:

http://issues.bestpractical.com/Ticket/Display.html?id=13964&user=guest&pass=guest

Hopefully they will fix this bug in a future release.

~Jason


> --
> Troy Knabe
> knabe at 4j.lane.edu
> 
> 
> 
> 
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 
/------------------------------------------------------------------\
|  Jason A. Smith                          Email:  smithj4 at bnl.gov |
|  Atlas Computing Facility, Bldg. 510M    Phone: +1-631-344-4226  |
|  Brookhaven National Lab, P.O. Box 5000  Fax:   +1-631-344-7616  |
|  Upton, NY 11973-5000,  U.S.A.                                   |
\------------------------------------------------------------------/

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From jpierce at cambridgeenergyalliance.org  Fri May 28 16:24:26 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 28 May 2010 16:24:26 -0400
Subject: [rt-users] RT3.8.8 CentOs
In-Reply-To: <AANLkTikQQX0_T_ijqF13gcFFo9KS7PkG1y64jbAU5mqK@mail.gmail.com>
References: <6F3EC091FE756F42BE189BA64226A5FC1915FCCB@mail1ids.ipex.network> 
	<AANLkTiltg1oYZatQfGA5ej1KN3eOTW3ZHhlA6gMtt0rn@mail.gmail.com> 
	<AANLkTikaeUpppwRK7-lYvmIRGLzIZ6jpsG4mlafqd7hZ@mail.gmail.com> 
	<AANLkTikQQX0_T_ijqF13gcFFo9KS7PkG1y64jbAU5mqK@mail.gmail.com>
Message-ID: <AANLkTilnH2_fhlKlHc16dBw0A0RlRI0HlNNynrqd2LPa@mail.gmail.com>

> It's also complicated by the fact RH/CentOS has an out-of-date File::Temp.
> If you're installing all of RT with local:lib, you need to keep an eye
> on logwatch reports for signs of up2date clobbering it.
If you're NOT installing all of RT with local:lib, that is.

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


From smithj4 at bnl.gov  Fri May 28 16:34:38 2010
From: smithj4 at bnl.gov (Jason A. Smith)
Date: Fri, 28 May 2010 16:34:38 -0400
Subject: [rt-users] ChangeLogo
In-Reply-To: <46A5B399-67C0-41B4-B44E-BEC4B7826239@4j.lane.edu>
References: <FF9B7A3D-73A1-4C2A-B992-CC32F6032069@4j.lane.edu>
	<1275077610.15324.44.camel@smith.racf.bnl.gov>
	<46A5B399-67C0-41B4-B44E-BEC4B7826239@4j.lane.edu>
Message-ID: <1275078878.15324.50.camel@smith.racf.bnl.gov>

On Fri, 2010-05-28 at 13:21 -0700, Troy Knabe wrote:
> Forgive me as I am NOT a web programmer at all.  
> 
> 
> So I need to change this:
> 
> 
> div#logo a {
> - display: none;
> position: absolute;
> - left: 0;
> - bottom: 0;
> }
> 
> 
> To This:
> 
> 
> div#logo a img {
> + z-index: 100;
> + position: absolute;
> border: 0;
> }

Not exactly, the - sign means remove those three lines from that section
of the file in the first block, and for the second block, the + sign
means add those two lines (without the + sign at the beginning of the
line).

~Jason

> --
> Troy Knabe
> knabe at 4j.lane.edu
> 
> 
> 
> 
> 
> 
> 
> 
> On May 28, 2010, at 1:13 PM, Jason A. Smith wrote:
> 
> > On Fri, 2010-05-28 at 12:56 -0700, Troy Knabe wrote:
> > > So I am following this doc:
> > > http://wiki.bestpractical.com/view/ChangeLogo
> > > 
> > > But I cannot seem to get the new logo to display.  I am running
> > > 3.8.8.  
> > > 
> > > I am running under the assumption that I need to be setting the
> > > variables in RT_SiteConfig.pm, correct?  
> > 
> > It works for me, but like the Wiki says, it requires a patch to the
> > web2
> > style sheet because it hides the logo by default.  I reported this
> > several months ago:
> > 
> > http://issues.bestpractical.com/Ticket/Display.html?id=13964&user=guest&pass=guest
> > 
> > Hopefully they will fix this bug in a future release.
> > 
> > ~Jason
> > 
> > 
> > > --
> > > Troy Knabe
> > > knabe at 4j.lane.edu
> > > 
> > > 
> > > 
> > > 
> > > 
> > > 
> > > Discover RT's hidden secrets with RT Essentials from O'Reilly
> > > Media.
> > > Buy a copy at http://rtbook.bestpractical.com
> > > 
> > 
> > -- 
> > /------------------------------------------------------------------\
> > |  Jason A. Smith                          Email:  smithj4 at bnl.gov |
> > |  Atlas Computing Facility, Bldg. 510M    Phone: +1-631-344-4226  |
> > |  Brookhaven National Lab, P.O. Box 5000  Fax:   +1-631-344-7616  |
> > |  Upton, NY 11973-5000,  U.S.A.                                   |
> > \------------------------------------------------------------------/
> > 
> > 
> 
> 

-- 
/------------------------------------------------------------------\
|  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.                                   |
\------------------------------------------------------------------/

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From ggreene at minervanetworks.com  Fri May 28 19:48:19 2010
From: ggreene at minervanetworks.com (Gary Greene)
Date: Fri, 28 May 2010 16:48:19 -0700
Subject: [rt-users] RT3.8.8 CentOs
In-Reply-To: <AANLkTilnH2_fhlKlHc16dBw0A0RlRI0HlNNynrqd2LPa@mail.gmail.com>
Message-ID: <C825A453.56195%ggreene@minervanetworks.com>

On 5/28/10 1:24 PM, "Jerrad Pierce" <jpierce at cambridgeenergyalliance.org>
wrote:
>> It's also complicated by the fact RH/CentOS has an out-of-date File::Temp.
>> If you're installing all of RT with local:lib, you need to keep an eye
>> on logwatch reports for signs of up2date clobbering it.
> If you're NOT installing all of RT with local:lib, that is.

This is the VERY reason I built my own RPMs for RT and then set Yum to hold
the current packages for File::Temp that I built.

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



From psilvao at gmail.com  Sat May 29 14:29:37 2010
From: psilvao at gmail.com (Pablo Silva)
Date: Sat, 29 May 2010 14:29:37 -0400
Subject: [rt-users] Debug - RT
Message-ID: <AANLkTilWOvrQWsxEyvuGSg4aIQd0oMaozZsQZ7FgooAs@mail.gmail.com>

Hi Folks!

   I want to use interactive debug for RT, I saw this information
http://wiki.bestpractical.com/view/Debug, but when i try to use,
doesn't work.

   My configuration file is /etc/httpd/conf.d/perl.conf

   <VirtualHost 172.16.193.3>
    ServerName rt.osa.cl
    ServerAdmin psilva at osa.cl

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

    # optional apache logs for RT
     ErrorLog /opt/rt3/var/log/apache2.error
     TransferLog /opt/rt3/var/log/apache2.access

  <IfDefine PERLDB>
    <Perl>
      use Apache::DB ();
      Apache::DB->init;
    </Perl>

    <Location />
      PerlFixupHandler Apache::DB
    </Location>
  </IfDefine>

    PerlRequire "/opt/rt3/bin/webmux.pl"

    <Location /NoAuth/images>
        SetHandler default
    </Location>
    <Location />
        SetHandler perl-script
        PerlResponseHandler RT::Mason
    </Location>

</VirtualHost>


Thanks in advance!

Pablo


From gordon at cryologic.com  Mon May 31 01:18:46 2010
From: gordon at cryologic.com (gordon at cryologic.com)
Date: Mon, 31 May 2010 15:18:46 +1000
Subject: [rt-users] Customised display format for Simple search
In-Reply-To: <20100526143712.GC595@jibsheet.com>
References: <4BF5C4D3.7010508@cryologic.com>
	<20100526143712.GC595@jibsheet.com>
Message-ID: <4C0346B6.7070802@cryologic.com>

Thanks Kevin.

Here are some details for others about what I did:

I ended up modifying and renaming 3 files, Simple.html, Results.html and 
Googleish.pm

We now have a ticket custom field called "Serial Number" which is linked 
to a modified Simple.html (Simple2.html) web page. This allows us to 
click on the displayed serial number which then automatically opens a 
separate search page displaying all other tickets containing that serial 
number.

Unfortunately my programming skills are only good enough to hack 
together a solution for my particular requirements and would in no way 
be suitable for applying a patch. Also, this was still on rt-3.6 (will 
upgrade when I have to).

Gordon


On 27/05/2010 12:37 AM, Kevin Falcone wrote:
> On Fri, May 21, 2010 at 09:25:07AM +1000, gordon at cryologic.com wrote:
>> Hi,
>>
>> I would like to create a customised display format that is only used
>> for a Simple search. ie I would like to keep the default display
>> format for a regular search. Is this possible? If so, what files
>> would I have to add/change?
>
> You'd need to change Search/Simple.html to pass a Format to
> Result.html.
>
> Most likely you'd want to use the style of the other Formats defined
> in RT_Config.pm and make this a config option and send in a patch
>
> -kevin