From gsollazz at sgul.ac.uk Mon Nov 1 04:47:16 2010 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Mon, 01 Nov 2010 08:47:16 +0000 Subject: [rt-users] (Quick) tickets of a given type Message-ID: <4CCE7E94.1060604@sgul.ac.uk> Dear all, my name is Giuseppe Sollazzo and I work for St George's University of London. We're exploring RT as a ticketing mechanism for our Helpdesk&Sysadmin Units and we're pretty happy with it. However, there's one thing we'd like to do and it's not clear if it's feasible or not: 'typed' (quick) tickets. As our helpdesk receives multiple requests relating to shared folders permissions, e-mail and file recovery, etc..., it would be extremely useful if the helpdesk could create a quick ticket of a certain type. Example: "create quick shared drive permission ticket" in which the only things to specify are drive name and requestors. Even more simply, we need a one-click ticket creation of a certain type, mostly for service checks. E.g. "check nfs", "check quota", etc... Has anyone implemented anything similar? Thanks and best regards, -- ____________________________________ Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsollazz at sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 From jesse at bestpractical.com Mon Nov 1 09:28:36 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 1 Nov 2010 09:28:36 -0400 Subject: [rt-users] REST interface and long file names? In-Reply-To: References: Message-ID: <20101101132836.GR13068@puppy> If you guys could file a bug report, that'd be great. Thanks. On Fri 29.Oct'10 at 12:44:46 -0700, Tom Lahti wrote: > Jesse's intent for the REST interface was to be RFC822 compliant, and that ain't. So I while I could probably make rt-client tolerate it, I probably should push this to Jesse as REST isn't working the way he intended in this case. It will probably cause issues with other systems that interface with RT's REST API as well. > > -- > Tom Lahti, SCMDBA, LPIC-1, CLA > BIT LLC > 425-251-0833 x 117 > > > > > On Oct 28, 2010, at 3:47 PM, Thierry Thelliez wrote: > > > I found a strange answer from RT while calling the REST interface. > > You can see below that extra lines are added before and after the > > Subject line. This does not work well with rt-client (ruby library) > > while parsing the answer. There should not be these extra lines. > > > > Is that because we have a long filename? Or a comma in the title? > > > > > > > > ' > > RT/3.8.7 200 Ok > > > > id: 1302 > > > > Subject: xxxxxxxx_xxxxxx_xxxx_xxxxxx_xxxxxxx_xxxxx_xxxx xxx xxxxxxxx > > xxxx xxxxxx xxxxxxx xxxxxxxxxx xx., xxx..xls > > > > Creator: 574 > > Created: 2010-06-08 02:09:24 > > Transaction: 1970 > > Parent: 1300 > > ' > > > > > > Thanks, > > Thierry > From jesse at bestpractical.com Mon Nov 1 09:50:40 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 1 Nov 2010 09:50:40 -0400 Subject: [rt-users] (Quick) tickets of a given type In-Reply-To: <4CCE7E94.1060604@sgul.ac.uk> References: <4CCE7E94.1060604@sgul.ac.uk> Message-ID: <20101101135040.GU13068@puppy> On Mon 1.Nov'10 at 8:47:16 +0000, Giuseppe Sollazzo wrote: > Dear all, > However, there's one thing we'd like to do and it's not clear if > it's feasible or not: 'typed' (quick) tickets. I believe you're looking for RT::Extension::QuickCalls, which we built for another university with the exact same sort of a requirement. http://search.cpan.org/dist/RT-Extension-QuickCalls/ Best, Jesse -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 198 bytes Desc: Digital signature URL: From gsollazz at sgul.ac.uk Mon Nov 1 09:53:48 2010 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Mon, 01 Nov 2010 13:53:48 +0000 Subject: [rt-users] (Quick) tickets of a given type In-Reply-To: <20101101135040.GU13068@puppy> References: <4CCE7E94.1060604@sgul.ac.uk> <20101101135040.GU13068@puppy> Message-ID: <4CCEC66C.6010100@sgul.ac.uk> Hi Jesse, thanks a lot for your prompt reply. It looks like exactly what we're after. I'll give it a try! What about putting it onto the http://wiki.bestpractical.com/view/Extensions wiki page? All the best, Giuseppe On 01/11/10 13:50, Jesse Vincent wrote: > > On Mon 1.Nov'10 at 8:47:16 +0000, Giuseppe Sollazzo wrote: > >> Dear all, >> However, there's one thing we'd like to do and it's not clear if >> it's feasible or not: 'typed' (quick) tickets. >> > > I believe you're looking for RT::Extension::QuickCalls, which we built > for another university with the exact same sort of a requirement. > > http://search.cpan.org/dist/RT-Extension-QuickCalls/ > > Best, > Jesse > -- ____________________________________ Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsollazz at sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 From jesse at bestpractical.com Mon Nov 1 09:58:45 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 1 Nov 2010 09:58:45 -0400 Subject: [rt-users] (Quick) tickets of a given type In-Reply-To: <4CCEC66C.6010100@sgul.ac.uk> References: <4CCE7E94.1060604@sgul.ac.uk> <20101101135040.GU13068@puppy> <4CCEC66C.6010100@sgul.ac.uk> Message-ID: <20101101135845.GK2031@bestpractical.com> On Mon, Nov 01, 2010 at 01:53:48PM +0000, Giuseppe Sollazzo wrote: > Hi Jesse, > > thanks a lot for your prompt reply. It looks like exactly what we're > after. I'll give it a try! > What about putting it onto the > http://wiki.bestpractical.com/view/Extensions wiki page? Please go right ahead! Thanks :) -jesse > > All the best, > Giuseppe > > On 01/11/10 13:50, Jesse Vincent wrote: > > > >On Mon 1.Nov'10 at 8:47:16 +0000, Giuseppe Sollazzo wrote: > >>Dear all, > >>However, there's one thing we'd like to do and it's not clear if > >>it's feasible or not: 'typed' (quick) tickets. > > > >I believe you're looking for RT::Extension::QuickCalls, which we built > >for another university with the exact same sort of a requirement. > > > >http://search.cpan.org/dist/RT-Extension-QuickCalls/ > > > >Best, > >Jesse > > > -- > ____________________________________ > > Giuseppe Sollazzo > Senior Systems Analyst > Computing Services > Information Services > St. George's, University Of London > Cranmer Terrace > London SW17 0RE > > Email: gsollazz at sgul.ac.uk > Direct Dial: +44 20 8725 5160 > Fax: +44 20 8725 3583 > > -- From jarends at illinois.edu Mon Nov 1 11:29:13 2010 From: jarends at illinois.edu (John Arends) Date: Mon, 01 Nov 2010 10:29:13 -0500 Subject: [rt-users] RT mobile interface Message-ID: <4CCEDCC9.9040903@illinois.edu> I installed the mobile plugin, and it seems to work pretty well for the most part. I noticed in our case the link to return to the normal interface doesn't work. Clicking it does nothing. Any ideas? Also I noticed there is no queue view. Is this something that would have been challenging to add? From jesse at bestpractical.com Mon Nov 1 11:45:53 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 1 Nov 2010 11:45:53 -0400 Subject: [rt-users] RT mobile interface In-Reply-To: <4CCEDCC9.9040903@illinois.edu> References: <4CCEDCC9.9040903@illinois.edu> Message-ID: <20101101154553.GM2031@bestpractical.com> On Mon, Nov 01, 2010 at 10:29:13AM -0500, John Arends wrote: > I installed the mobile plugin, and it seems to work pretty well for > the most part. I noticed in our case the link to return to the > normal interface doesn't work. Clicking it does nothing. Any ideas? If you try from a desktop browser does it work? > > Also I noticed there is no queue view. Is this something that would > have been challenging to add? Not particularly, no. > > -- From javoskam at uwaterloo.ca Mon Nov 1 12:16:16 2010 From: javoskam at uwaterloo.ca (Jeff Voskamp) Date: Mon, 01 Nov 2010 12:16:16 -0400 Subject: [rt-users] RT mobile interface In-Reply-To: <20101101154553.GM2031@bestpractical.com> References: <4CCEDCC9.9040903@illinois.edu> <20101101154553.GM2031@bestpractical.com> Message-ID: <4CCEE7D0.30408@uwaterloo.ca> On 11/01/2010 11:45 AM, Jesse Vincent wrote: > > > > On Mon, Nov 01, 2010 at 10:29:13AM -0500, John Arends wrote: >> I installed the mobile plugin, and it seems to work pretty well for >> the most part. I noticed in our case the link to return to the >> normal interface doesn't work. Clicking it does nothing. Any ideas? > > If you try from a desktop browser does it work? We're seeing the same thing. When I do it from the desktop and fake up the UserAgent it works if I'm not logged in. If I'm logged it I get the same page back. Very strange, but I'm not finding any records in the apache log files - time to poke about. Jeff From jarends at illinois.edu Mon Nov 1 16:22:34 2010 From: jarends at illinois.edu (John Arends) Date: Mon, 01 Nov 2010 15:22:34 -0500 Subject: [rt-users] RT mobile interface In-Reply-To: <20101101154553.GM2031@bestpractical.com> References: <4CCEDCC9.9040903@illinois.edu> <20101101154553.GM2031@bestpractical.com> Message-ID: <4CCF218A.5060307@illinois.edu> On 11/1/10 10:45 AM, Jesse Vincent wrote: > > > On Mon, Nov 01, 2010 at 10:29:13AM -0500, John Arends wrote: >> I installed the mobile plugin, and it seems to work pretty well for >> the most part. I noticed in our case the link to return to the >> normal interface doesn't work. Clicking it does nothing. Any ideas? > If you try from a desktop browser does it work? I tried on a desktop and hit the /m/ link and tried clicking on the "not using a mobile browser?" link and it doesn't do anything. The logout doesn't seem to do anything either, but I was guessing that was due to how we authenticated users (through the web server rather than through RT). >> Also I noticed there is no queue view. Is this something that would >> have been challenging to add? > Not particularly, no. This might be something cool to add in the next version. I still don't own a smart phone of any type, but I'm looking at supporting this for those who do. From Jim.Tambling at datatote.co.uk Mon Nov 1 17:48:06 2010 From: Jim.Tambling at datatote.co.uk (Jim Tambling) Date: Mon, 1 Nov 2010 21:48:06 -0000 Subject: [rt-users] Image size limit Message-ID: <72D9E13A8FC8994794D448E91198AE0701C89D4C@mail.sys.internal> Is there any way to limit the size of images attached to RT tickets? Regards, Jim -------------- next part -------------- An HTML attachment was scrubbed... URL: From mikecarel at yahoo.com Tue Nov 2 03:18:01 2010 From: mikecarel at yahoo.com (Michael P. Carel) Date: Tue, 2 Nov 2010 15:18:01 +0800 (SGT) Subject: [rt-users] Dis-allowing ticket Comment Message-ID: <135223.78948.qm@web76812.mail.sg1.yahoo.com> Hi to all; I'm trying to configure RT to avoid ticket owner to use Comment instead of Reply. I already set a policy and removed "Comment on Ticket" in the Group Policy but still the ticket owner can "Comment on Ticket". Is there anything I need to removed other that that. Thanks, Mike From rithy4u_os at hotmail.com Tue Nov 2 05:58:53 2010 From: rithy4u_os at hotmail.com (Rithy R) Date: Tue, 2 Nov 2010 09:58:53 +0000 Subject: [rt-users] Setting up RT:Extension::SLA 0.03 to work with RT 3.8.7 Message-ID: Dear RT Community, Anyone could provide best practice on how to setup RT:Extension::SLA 0.03 with RT 3.8.7 on Ubuntu 10.10? I do appreciate your help if any. Regards,Rithy -------------- next part -------------- An HTML attachment was scrubbed... URL: From o.nash at cs.ucc.ie Tue Nov 2 06:27:04 2010 From: o.nash at cs.ucc.ie (o.nash at cs.ucc.ie) Date: Tue, 2 Nov 2010 10:27:04 +0000 (GMT) Subject: [rt-users] migrating mysql rt-3.6.3 db to new instance rt-3.8.8 In-Reply-To: <20101101000507.GL616@jibsheet.com> References: <20101101000507.GL616@jibsheet.com> Message-ID: Kevin, thanks very much I eventually got it to start without errors. I deleted 2 scrips that looked like the ones that we modified back in 2007. | 15 | no-autoreply | 1 | 17 | | 16 | autoreply with pw | 1 | 0 | it still failed but then I re-ran etc/upgrade/upgrade-mysql-schema.pl rt3 root 'PASSWORD' > 3.8queries.sql and applied the result Then apache started fine. So progress thanks again. Olly On Sun, 31 Oct 2010, Kevin Falcone wrote: > On Sun, Oct 31, 2010 at 02:08:41PM +0000, o.nash at cs.ucc.ie wrote: >> With slightly different errors: >> [error] Require of RT::Action:: failed.\nCan't locate RT/Action/.pm >> in @INC (@INC contains: /opt/rt3/bin/../local/lib >> /opt/rt3/bin/../lib /etc/perl /usr/local/lib/perl/5.10.1 >> /usr/local/share/perl/5.10.1 /usr/lib/perl5 /usr/share/perl5 >> /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl . >> /usr/local/apache2) at (eval 1318) line 3.\n\nCompilation failed in >> require at (eval 2) line 1.\n >> [Sun Oct 31 13:44:09 2010] [error] Can't load Perl file: >> /opt/rt3/bin/webmux.pl for server 192.168.0.7:80, exiting... >> > > Go back to your 3.6 instance and find the Scrip where you set an empty > Action and instead either delete that Scrip or pick a proper Action. > > Then rerun the conversion > > -kevin > -- Oliver Nash Computer Systems Support Group Department of Computer Science University College Cork Ireland EMAIL:o.nash at cs.ucc.ie PHONE:+35321 4205898 From falcone at bestpractical.com Tue Nov 2 10:40:58 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 2 Nov 2010 10:40:58 -0400 Subject: [rt-users] migrating mysql rt-3.6.3 db to new instance rt-3.8.8 In-Reply-To: References: <20101101000507.GL616@jibsheet.com> Message-ID: <20101102144058.GM616@jibsheet.com> On Tue, Nov 02, 2010 at 10:27:04AM +0000, o.nash at cs.ucc.ie wrote: > it still failed but then I re-ran > etc/upgrade/upgrade-mysql-schema.pl rt3 root 'PASSWORD' > 3.8queries.sql > and applied the result I didn't mean to imply that you should skip this step. UPGRADING and UPGRADING.mysql should cover needing to run that step. I was merely explaining the other error you had -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From drasar at ics.muni.cz Tue Nov 2 11:08:18 2010 From: drasar at ics.muni.cz (Martin Drasar) Date: Tue, 02 Nov 2010 16:08:18 +0100 Subject: [rt-users] Create an attachment via template Message-ID: <4CD02962.3080303@ics.muni.cz> Hi everyone, is it somehow possible to create a text attachment from inside the template? I would like to have some within the 'On Correspond Notify Requestors and Ccs'. And if it is not possible, is creating a custom action derived from the RT::Action::SendMail my only option? Thank you for your answers. Regards, Martin -- Mgr. Martin Drasar drasar at ics.muni.cz CSIRT-MU, Network Security Department http://www.muni.cz/csirt Institute of Computer Science, Masaryk University, Brno, Czech Republic PGP Key ID: 0x944BC925 From ruz at bestpractical.com Tue Nov 2 11:30:15 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 2 Nov 2010 18:30:15 +0300 Subject: [rt-users] Create an attachment via template In-Reply-To: <4CD02962.3080303@ics.muni.cz> References: <4CD02962.3080303@ics.muni.cz> Message-ID: Hi, In theory it's possible to set content type to multipart/mixed and generate text and attachment parts inside, but never tried that. Subclassing action is a proper way. Regards, Ruslan. From phone. 2010 11 2 18:09 ???????????? "Martin Drasar" ???????: > Hi everyone, > > is it somehow possible to create a text attachment from inside the > template? I would like to have some within the 'On Correspond Notify > Requestors and Ccs'. > > And if it is not possible, is creating a custom action derived from the > RT::Action::SendMail my only option? > > Thank you for your answers. > > Regards, > Martin > > -- > Mgr. Martin Drasar drasar at ics.muni.cz > CSIRT-MU, Network Security Department http://www.muni.cz/csirt > Institute of Computer Science, Masaryk University, Brno, Czech Republic > PGP Key ID: 0x944BC925 -------------- next part -------------- An HTML attachment was scrubbed... URL: From testwreq at gmail.com Tue Nov 2 13:07:11 2010 From: testwreq at gmail.com (testwreq wreq) Date: Tue, 2 Nov 2010 13:07:11 -0400 Subject: [rt-users] rt_logins_email2ldap -h gives cannot locate errors in @(INC... Message-ID: I have RT 3.8.2; I have followed the wiki for external authentication. Now, I am at the step where I have to clean the emal addresses for ldap usernames. the wiki for this is http://wiki.bestpractical.com/view/rt_logins_email2ldap I changed "use lib" in the code to use lib qw(/data/rt3/lib); All the external authentication modules are located in /data/rt3/local/plugins/RT-Authen-ExternalAuth folder. When I run ./rt_logins_email2ldap -h, I get errors as follows: Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /data/rt3/lib /usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 .) at /data/rt3/lib/RT.pm line 625. Can anyone assist on this issue? Thank you in advance .. sbu -------------- next part -------------- An HTML attachment was scrubbed... URL: From foramgoram at yahoo.com Tue Nov 2 13:13:15 2010 From: foramgoram at yahoo.com (foram goram) Date: Tue, 2 Nov 2010 10:13:15 -0700 (PDT) Subject: [rt-users] Sending email on Status change Message-ID: <92348.88684.qm@web62006.mail.re1.yahoo.com> Hi, I don't know if there is a way to send an email to a specific email address whenever status and owner of a ticket is changed. Thanks Amjad -------------- next part -------------- An HTML attachment was scrubbed... URL: From testwreq at gmail.com Tue Nov 2 14:32:10 2010 From: testwreq at gmail.com (testwreq wreq) Date: Tue, 2 Nov 2010 14:32:10 -0400 Subject: [rt-users] rt_logins_email2ldap -h Message-ID: I have RT 3.8.2; I have followed the wiki for external authentication. Now, I am at the step where I have to clean the emal addresses for ldap usernames. the wiki for this is http://wiki.bestpractical.com/view/rt_logins_email2ldap I changed "use lib" in the code to use lib qw(/data/rt3/lib); All the external authentication modules are located in /data/rt3/local/plugins/RT-Authen-ExternalAuth folder. When I run ./rt_logins_email2ldap -h, I get errors as follows: Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /data/rt3/lib /usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 .) at /data/rt3/lib/RT.pm line 625. Can anyone assist on this issue? Thank you in advance .. sbu -------------- next part -------------- An HTML attachment was scrubbed... URL: From fadel.kamreddine at biond.net Tue Nov 2 14:34:39 2010 From: fadel.kamreddine at biond.net (Fadel Kamreddine) Date: Tue, 2 Nov 2010 14:34:39 -0400 Subject: [rt-users] Couldn't create a ticket group of type 'Requestor' In-Reply-To: References: Message-ID: <768316b0b43e6d81ecddcf203bffbf28@mail.gmail.com> An idea what is the issue? Thanks! Fadel *From:* rt-users-bounces at lists.bestpractical.com [mailto: rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth Crocker *Sent:* October 27, 2010 3:50 PM *To:* rt-users at lists.bestpractical.com *Subject:* Re: [rt-users] Couldn't create a ticket group of type 'Requestor' Fadel, You say you migrated the 3.6.4 database over. Did you run the UPGRADE to the DataBase? There are instructions on this in the README for the upgrade. Kenn LBNL On Wed, Oct 27, 2010 at 11:10 AM, Fadel Kamreddine < fadel.kamreddine at biond.net> wrote: Hi, Current setting is RT 3.6.4 using Oracle 11gr1 and it's running fine. We are migrating to RT 3.8.7 on a new server and new oracle version 11gr2 We installed RT 3.8.7 and copied all the RT schema to the new database instance. We did a test by using new RT version on existing 11gr1 database and it worked fine - this proves that the RT installation is fine we presume. We can login fine and browse through existing tickets, update existing owned ticket but having issues when we need to create , take/assign a ticket and we cant see the contents of a ticket when it's not assigned Errors in rt log: [Wed Oct 27 15:07:05 2010] [error]: Couldn't create a ticket group of type 'Requestor' for ticket 79713: Could not create group (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:989) [Wed Oct 27 15:07:05 2010] [crit]: Couldn't create ticket groups for ticket 79713. aborting Ticket creation. (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:509) [Wed Oct 27 15:07:05 2010] [error]: WebRT: Ticket could not be created due to an internal error (/opt/rt3/share/html/Elements/Error:82) Any ideas? Thanks! -------------- next part -------------- An HTML attachment was scrubbed... URL: From fadel.kamreddine at biond.net Tue Nov 2 14:40:52 2010 From: fadel.kamreddine at biond.net (Fadel Kamreddine) Date: Tue, 2 Nov 2010 14:40:52 -0400 Subject: [rt-users] RT acts as paging agent Message-ID: Hi there, It?s a long shot? but it?s worth to ask if there is a way or a plug-in that already exist that would implement a paging service, i.e. when a specific ticket is created, send a notification to a handheld and repeat/escalate in case the ticket is not taken Thanks, Fadel -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Tue Nov 2 15:43:25 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 2 Nov 2010 22:43:25 +0300 Subject: [rt-users] RT acts as paging agent In-Reply-To: References: Message-ID: Hi, There is no such extension however if you have a command line tool for paging then you can run it from a scrip and I saw it successfully used by a customer. Regards, Ruslan. From phone. 2010 11 2 21:41 ???????????? "Fadel Kamreddine" ???????: > Hi there, > > It?s a long shot? but it?s worth to ask if there is a way or a plug-in that > already exist that would implement a paging service, i.e. when a specific > ticket is created, send a notification to a handheld and repeat/escalate in > case the ticket is not taken > > > > Thanks, > > Fadel -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Tue Nov 2 15:45:51 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 2 Nov 2010 22:45:51 +0300 Subject: [rt-users] Couldn't create a ticket group of type 'Requestor' In-Reply-To: <768316b0b43e6d81ecddcf203bffbf28@mail.gmail.com> References: <768316b0b43e6d81ecddcf203bffbf28@mail.gmail.com> Message-ID: Raise log level to debug and try again after server restart. But most probably you failed to upgrade properly. Regards, Ruslan. From phone. 2010 11 2 21:35 ???????????? "Fadel Kamreddine" ???????: > An idea what is the issue? > > > > Thanks! > > Fadel > > > > *From:* rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth Crocker > *Sent:* October 27, 2010 3:50 PM > *To:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] Couldn't create a ticket group of type 'Requestor' > > > > Fadel, > > You say you migrated the 3.6.4 database over. Did you run the UPGRADE to the > DataBase? > > There are instructions on this in the README for the upgrade. > > Kenn > LBNL > > On Wed, Oct 27, 2010 at 11:10 AM, Fadel Kamreddine < > fadel.kamreddine at biond.net> wrote: > > Hi, > > Current setting is RT 3.6.4 using Oracle 11gr1 and it's running fine. > > We are migrating to RT 3.8.7 on a new server and new oracle version 11gr2 > > We installed RT 3.8.7 and copied all the RT schema to the new database > instance. > > We did a test by using new RT version on existing 11gr1 database and it > worked fine - this proves that the RT installation is fine we presume. > > We can login fine and browse through existing tickets, update existing > owned ticket > but having issues when we need to create , take/assign a ticket and > we cant see the contents of a ticket when it's not assigned > > Errors in rt log: > > > > [Wed Oct 27 15:07:05 2010] [error]: Couldn't create a ticket group of type > 'Requestor' for ticket 79713: Could not create group > (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:989) > > [Wed Oct 27 15:07:05 2010] [crit]: Couldn't create ticket groups for > ticket > 79713. aborting Ticket creation. > (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:509) > > [Wed Oct 27 15:07:05 2010] [error]: WebRT: Ticket could not be created due > to an internal error (/opt/rt3/share/html/Elements/Error:82) > > > Any ideas? > > Thanks! -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Tue Nov 2 15:47:21 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 2 Nov 2010 22:47:21 +0300 Subject: [rt-users] rt_logins_email2ldap -h In-Reply-To: References: Message-ID: Use lib should include local lib path as well. Regards, Ruslan. From phone. 2010 11 2 21:32 ???????????? "testwreq wreq" ???????: > I have RT 3.8.2; I have followed the wiki for external authentication. Now, > I am at the step where I have to clean the emal addresses for ldap > usernames. the wiki for this is > http://wiki.bestpractical.com/view/rt_logins_email2ldap > > I changed "use lib" in the code to use lib qw(/data/rt3/lib); All the > external authentication modules are located in > /data/rt3/local/plugins/RT-Authen-ExternalAuth > folder. > > When I run ./rt_logins_email2ldap -h, I get errors as follows: > Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /data/rt3/lib > /usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl > /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl > /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 .) at > /data/rt3/lib/RT.pm line 625. > > Can anyone assist on this issue? > > Thank you in advance .. sbu -------------- next part -------------- An HTML attachment was scrubbed... URL: From jblaine at kickflop.net Tue Nov 2 15:49:00 2010 From: jblaine at kickflop.net (Jeff Blaine) Date: Tue, 02 Nov 2010 15:49:00 -0400 Subject: [rt-users] Using 'local' - failing Message-ID: <4CD06B2C.2020808@kickflop.net> If I want to change the code in share/html/Ticket/Elements/EditCustomFields by copying it to a 'local' area, where would that be? I have tried local/html/Ticket/Elements/EditCustomFields (with Mason cache clear + restart) and the master copy still seems to be chosen. From sbenson at a-1networks.com Tue Nov 2 16:18:39 2010 From: sbenson at a-1networks.com (Scott Benson) Date: Tue, 02 Nov 2010 13:18:39 -0700 Subject: [rt-users] Create ticket via email fwd Message-ID: <4CD0721F.3010206@a-1networks.com> Is it possible to have a ticket created when I forward a personal email in to RT, but have it search for the "From: Joe Schmoe " Set Joe at Schmoe.com as the requester, set the subject of the ticket to the original subject w/o the fwd? Also possibly email the requester letting them know they should email into a certain email to request work be done. Not sure if this is a feature that is already implemented some where but I can't seem to find any information on it. -- Scott From rlankfo at gmail.com Tue Nov 2 16:20:48 2010 From: rlankfo at gmail.com (Robbie Lankford) Date: Tue, 2 Nov 2010 13:20:48 -0700 Subject: [rt-users] Polling Inbox ONLY with Fetchmail Message-ID: I am new to fetchmail and request tracker, however, I am polling an email account with pop and it seems to pass all mail to rt-mailgate, including mail sent from another location with the account outside of request tracker. I am trying to configure rt so I can still create tickets upon receiving inbound emails to that address, however if another application sends email from the address I do not want rt to create a ticket for those. After some brief research I am assuming that I need to configure fetchmail to poll only the inbox via IMAP? Can anyone point me in the right direction here? Much appreciated.. thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From sbenson at a-1networks.com Tue Nov 2 16:21:05 2010 From: sbenson at a-1networks.com (Scott Benson) Date: Tue, 02 Nov 2010 13:21:05 -0700 Subject: [rt-users] Create ticket via email fwd In-Reply-To: <4CD0721F.3010206@a-1networks.com> References: <4CD0721F.3010206@a-1networks.com> Message-ID: <4CD072B1.5050401@a-1networks.com> On 11/2/10 1:18 PM, Scott Benson wrote: > Is it possible to have a ticket created when I forward a personal > email in to RT, but have it search for the > "From: Joe Schmoe " > > Set Joe at Schmoe.com as the requester, set the subject of the ticket to > the original subject w/o the fwd? > Also possibly email the requester letting them know they should email > into a certain email to request work be done. Not sure if this is a > feature that is already implemented some where but I can't seem to > find any information on it. > I just realized that the "From:" comment isn't that helpful, but have a way to find who the email originally came from, and set that as the requester. -- Scott From rob.macgregor at gmail.com Tue Nov 2 17:55:08 2010 From: rob.macgregor at gmail.com (Rob MacGregor) Date: Tue, 2 Nov 2010 21:55:08 +0000 Subject: [rt-users] Polling Inbox ONLY with Fetchmail In-Reply-To: References: Message-ID: On Tue, Nov 2, 2010 at 20:20, Robbie Lankford wrote: > I am new to fetchmail and request tracker, however, I am polling an email > account with pop and it seems to pass all mail to rt-mailgate, including > mail sent from another location with the account outside of request tracker. > I am trying to configure rt so I can still create tickets upon receiving > inbound emails to that address, however if another application sends email > from the address I do not want rt to create a ticket for those. After some > brief research I am assuming that I need to configure fetchmail to poll only > the inbox via IMAP? Can anyone point me in the right direction here? Much > appreciated.. thanks Assuming you're running a vaguely recent version of Fetchmail, check the "folder" option (though by default it'll only check the top level - INBOX - folder). -- ? ? ? ? ? ? ? ?? 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 wmodes at ucsc.edu Tue Nov 2 17:19:24 2010 From: wmodes at ucsc.edu (Wes Modes) Date: Tue, 02 Nov 2010 14:19:24 -0700 Subject: [rt-users] Frustrating attempts to install RT3.8 from RPM Message-ID: <4CD0805C.70808@ucsc.edu> Hello, I have been struggling with attempts to install RT3.8 via RPMs. I know it is perfectly possible to install RT3.8 using the BP install scripts and docs, but I'd prefer to do it through yum for system sustainability, ease of updates and upgrades, etc. These instructions show how to set up a local repo and install RT from a bundle, but for version 3.6. *Installing RT 3.6.6 on Redhat Enterprise 5.x (using yum to install from a bundle)* http://wiki.bestpractical.com/view/Rhel5InstallGuide (keep this link, because it is hard to find and all of the sometimes contradictory RT docs look the same) However there is a similar bundle for 3.8.7, so maybe that would work. According to the install doc, we install a host of services first: [root at testbench1]# yum -y update [root at testbench1]# yum -y install httpd [root at testbench1]# yum -y install mysql mysql-server sendmail-cf Start these services: [root at testbench1]# service mysqld start Starting MySQL: [ OK ] [root at testbench1]# service httpd start Starting httpd: [ OK ] [root at testbench1]# chkconfig httpd on [root at testbench1]# chkconfig mysqld on The docs call for downloading this bundle: http://www.jwhite3.com/files/rt/rt-3.6.6-bundle.tar.gz but we are going to be downloading the 3.8.7 bundle [root at testbench1]# cd [root at testbench1]# pwd /root [root at testbench1]# mkdir rt3 [root at testbench1]# cd rt3 [root at testbench1]# wget http://www.jwhite3.com/files/rt/rt_3.8.7_bundle.zip --2010-10-29 16:18:39-- http://www.jwhite3.com/files/rt/rt_3.8.7_bundle.zip Resolving www.jwhite3.com ... 97.74.144.177 Connecting to www.jwhite3.com|97.74.144.177|:80... connected. HTTP request sent, awaiting response... 200 OK Length: 38577186 (37M) [application/zip] Saving to: `rt_3.8.7_bundle.zip' 100%[============================================>] 38,577,186 4.87M/s in 7.8s 2010-10-29 16:18:47 (4.72 MB/s) - `rt_3.8.7_bundle.zip' saved [38577186/38577186] Unpack: [root at testbench1]# unzip rt_3.8.7_bundle.zip Archive: rt_3.8.7_bundle.zip inflating: install.sh inflating: Modules.tar.gz inflating: rt-3.8.7.tar.gz inflating: rt.repo inflating: rt_repo.tar.gz set up yum repo file: [root at testbench1]# ls install.sh rt_3.8.7_bundle.zip rt.repo Modules.tar.gz rt-3.8.7.tar.gz rt_repo.tar.gz [root at testbench1]# cp rt.repo /etc/yum.repos.d/ [root at testbench1]# vi /etc/yum.repos.d/rt.repo [rt-387-local] name=Request Tracker - $basearch baseurl=file://opt/rt_repo/$basearch/ enabled=1 gpgcheck=0 [rt-387-noarch-local] name=Request Tracker - noarch baseurl=file://opt/rt_repo/noarch/ enabled=1 gpgcheck=0 Unpack the distro part and move it over to /opt where the yum file expected it: [root at testbench1]# tar xfz rt_repo.tar.gz [root at testbench1]# mv rt_repo /opt [root at testbench1]# ls /opt/rt_repo/ i386 noarch x86_64 Okay, let's see if that works: [root at testbench1]# yum clean all Loaded plugins: rhnplugin, security Cleaning up Everything [root at testbench1]# yum list rt3 Loaded plugins: rhnplugin, security adobe-linux-i386 | 951 B 00:00 adobe-linux-i386/primary | 12 kB 00:00 adobe-linux-i386 18/18 rhel-i386-server-5 | 1.4 kB 00:00 rhel-i386-server-5/primary | 3.0 MB 00:00 rhel-i386-server-5 7696/7696 rhel-i386-server-vt-5 | 1.4 kB 00:00 rhel-i386-server-vt-5/primary | 41 kB 00:00 rhel-i386-server-vt-5 198/198 rhn-tools-rhel-i386-server-5 | 1.3 kB 00:00 rhn-tools-rhel-i386-server-5/primary | 38 kB 00:00 rhn-tools-rhel-i386-server-5 457/457 file://opt/rt_repo/i386/repodata/repomd.xml: [Errno 5] OSError: [Errno 2] No such file or directory: '/rt_repo/i386/repodata/repomd.xml' Trying other mirror. Error: Cannot retrieve repository metadata (repomd.xml) for repository: rt-387-local. Please verify its path and try again No clue what this means. I checked the yum locations. I checked the xml metadata. Couldn't see where this bad path was coming from. Any suggestions for resolving this? If I can't resolve this, I will just forget about RT3.8 and stick with RT3.6 of which there is a well-behaved RPM already in the EPEL repo. Wes -------------- next part -------------- An HTML attachment was scrubbed... URL: From rlankfo at gmail.com Tue Nov 2 18:38:20 2010 From: rlankfo at gmail.com (Robbie Lankford) Date: Tue, 2 Nov 2010 15:38:20 -0700 Subject: [rt-users] A Couple of Questions.. Message-ID: My first question is on rt-mailgate --action and the different actions available. I am just looking for further explanation of what these actions do. Second, when I first setup request tracker I failed to change rt.support to something custom and now I'm having a hard time finding where I can change that. Any help? This is from the rt-mailgate manual page: "--action" Specifies what happens to email sent to this alias. The avaliable basic actions are: "correspond", "comment". If you've set the RT configuration variable "UnsafeEmailCommands", "take" and "resolve" are also available. You can execute two or more actions on a single message using a "-" separated list. RT will execute the actions in the listed order. For example you can use "take-comment", "correspond-resolve" or "take-comment-resolve" as actions. Note that "take" and "resolve" actions ignore message text if used alone. Include a "comment" or "correspond" action if you want RT to record the incoming message. The default action is "correspond". Does anyone have any documentation off hand that explains in further detail the differences between these actions? I have the RT Essentials book but it doesn't say a lot about the different actions. -------------- next part -------------- An HTML attachment was scrubbed... URL: From paul.crovella at gmail.com Tue Nov 2 18:49:11 2010 From: paul.crovella at gmail.com (Paul) Date: Tue, 02 Nov 2010 15:49:11 -0700 Subject: [rt-users] Frustrating attempts to install RT3.8 from RPM In-Reply-To: <4CD0805C.70808@ucsc.edu> References: <4CD0805C.70808@ucsc.edu> Message-ID: <4CD09567.4090901@gmail.com> On 11/02/2010 02:19 PM, Wes Modes wrote: > Hello, I have been struggling with attempts to install RT3.8 via RPMs. > > I know it is perfectly possible to install RT3.8 using the BP install > scripts and docs, but I'd prefer to do it through yum for system > sustainability, ease of updates and upgrades, etc. ... > > If I can't resolve this, I will just forget about RT3.8 and stick with > RT3.6 of which there is a well-behaved RPM already in the EPEL repo. > > Wes > I'm currently going through a RT move from freebsd to rhel5 (long story, would rather stay with freebsd but don't have a choice here) and have found all kinds of annoying difficulties with yum (or, rather, the packages available.) When I realized that I was trying to stick with yum for ease of upgrades when yum was preventing me from easily keeping up to date, life got a lot easier. In the end I just let cpan install what it could and used yum for the things that gave me trouble in cpan. Using RT's configure and make targets is a lot easier and much more maintainable than having to roll my own rpm just to do it the yum way. Being stuck with an old version of the software in the name of easy upgrades didn't make sense to me. Cheers, Paul From change+lists.rt at nightwind.net Tue Nov 2 19:02:58 2010 From: change+lists.rt at nightwind.net (Nick Kartsioukas) Date: Tue, 02 Nov 2010 16:02:58 -0700 Subject: [rt-users] RT::Authen::ExternalAuth and multiple LDAP servers Message-ID: <1288738978.2215.1403283535@webmail.messagingengine.com> We have RT set up to check 3 AD servers...the theory is that if one is down, it will try the next one. Unfortunately this does not seem to be the case...if the first AD server isn't responding to LDAP queries, the login just fails. Attached is the section of our config file relating to ExternalAuth. Any ideas why it's failing after just one attempt, or is that how the ExternalAuth extension is supposed to work? -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: ldapexcerpt.txt URL: From matthew.hattersley at vaioni.com Tue Nov 2 19:36:00 2010 From: matthew.hattersley at vaioni.com (Matthew Hattersley) Date: Tue, 2 Nov 2010 23:36:00 -0000 Subject: [rt-users] RT Front end cluster Message-ID: <1E61B36701968147802416A3DC64E111BC3E9E@vglsrv02.vgl2.office.vaioni.com> Hi Guys, I have already split off my SQL backend from my RT installation, optimized SQL and fine tuned settings til I'm blue in the face and need more performance from RT. Large tickets (we run projects through RT) which have been updated regular for over a year, take pretty much a year to load. The only thing I can thing of is running multiple front end web serving nodes. The sessions are SQL based, so I don't see too many problems here, innodb should keep any nasty table locks away. But can you guys think of any other reasons this wont work. Running 3.8.8 with MySQL db backend. Cheers Mat Kind Regards, Matthew Hattersley Email: mailto:matthew.hattersley at vaioni.com Address: 14 Leslie Hough Way Manchester Lancashire M6 6AJ Tel: 0870-160-0650 Ext 201 Fax: 0870-160-0651 Web: http://www.vaioni.com http://www.vaioni.com/vaioni-comms-business-finalist-2010 The information transmitted in and with this email is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Statements and opinions expressed in this e-mail may not represent those of the Company. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender immediately and delete the material from any computer. Please also note, Vaioni filter incoming email for spam and inappropriate words. Unfortunately this does mean that sometimes genuine messages can be filtered out. Although we take measures to recover such messages, it must not be assumed that an email has been received by us and important communications should always be followed up by a phone call, fax or printed copy. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: image/gif Size: 2709 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: image/gif Size: 8951 bytes Desc: not available URL: From ruz at bestpractical.com Tue Nov 2 22:44:50 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 3 Nov 2010 05:44:50 +0300 Subject: [rt-users] Dis-allowing ticket Comment In-Reply-To: <135223.78948.qm@web76812.mail.sg1.yahoo.com> References: <135223.78948.qm@web76812.mail.sg1.yahoo.com> Message-ID: Hi, Probably owner has ModifyTicket right and that gives him right to comment, however it's hard to own a ticket when you can not change status. So you can do this only with a hack. On Tue, Nov 2, 2010 at 10:18 AM, Michael P. Carel wrote: > Hi to all; > > I'm trying to configure RT to avoid ticket owner to use Comment instead of Reply. I already set a policy and removed "Comment on Ticket" in the Group Policy but still the ticket owner can "Comment on Ticket". Is there anything I need to removed other that that. > > Thanks, > > Mike > > > > -- Best regards, Ruslan. From kfcrocker at lbl.gov Wed Nov 3 00:09:05 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 2 Nov 2010 21:09:05 -0700 Subject: [rt-users] Create ticket via email fwd In-Reply-To: <4CD072B1.5050401@a-1networks.com> References: <4CD0721F.3010206@a-1networks.com> <4CD072B1.5050401@a-1networks.com> Message-ID: Scott, You could forward the email to an RT Queue address and set those fields via CommandByMail using cut & paste. Kenn LBNL On Tue, Nov 2, 2010 at 1:21 PM, Scott Benson wrote: > On 11/2/10 1:18 PM, Scott Benson wrote: > >> Is it possible to have a ticket created when I forward a personal email in >> to RT, but have it search for the >> "From: Joe Schmoe " >> >> Set Joe at Schmoe.com as the requester, set the subject of the ticket to the >> original subject w/o the fwd? >> Also possibly email the requester letting them know they should email into >> a certain email to request work be done. Not sure if this is a feature >> that is already implemented some where but I can't seem to find any >> information on it. >> >> I just realized that the "From:" comment isn't that helpful, but have a > way to find who the email originally came from, and set that as the > requester. > > -- > Scott > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Wed Nov 3 00:11:57 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 2 Nov 2010 21:11:57 -0700 Subject: [rt-users] Using 'local' - failing In-Reply-To: <4CD06B2C.2020808@kickflop.net> References: <4CD06B2C.2020808@kickflop.net> Message-ID: Jeff, Double check the name (especially CAPS and other extra letters) of the file you put in local as well as check your code. If the name is the same as in "share" it WILL execute the local version. Kenn LBNL On Tue, Nov 2, 2010 at 12:49 PM, Jeff Blaine wrote: > If I want to change the code in > share/html/Ticket/Elements/EditCustomFields by copying it to > a 'local' area, where would that be? > > I have tried local/html/Ticket/Elements/EditCustomFields > (with Mason cache clear + restart) and the master copy > still seems to be chosen. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jasonm at kelman.com Wed Nov 3 00:18:45 2010 From: jasonm at kelman.com (Jason Marshall) Date: Tue, 2 Nov 2010 22:18:45 -0600 (MDT) Subject: [rt-users] Can anyone help a n00b with a scrip? Message-ID: Hi all, I've installed RT3 again after a long absence, and I'm reminded once again how abysmal my Perl skills are. What I'd like is this: A ticket is opened via email (or whatever), and as a result doesn't have an owner. I'd like an email to go out to everyone who has OwnTicket rights in that queue so that people are informed of the arrival of a new ticket. Keeners can take a ticket for themselves, or the boss can assign the tickets to whoever he wants. The important part is that people are made aware of the new ticket without having to log in and check. Maybe there's a way to do this without writing a scrip and template, but if there is, it's not obvious to me... Any help, either cluing me in to the right way to accomplish this, or with the scrip would be much appreciated! Thanks!!! From gsollazz at sgul.ac.uk Wed Nov 3 05:41:13 2010 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Wed, 03 Nov 2010 09:41:13 +0000 Subject: [rt-users] RT::Authen::ExternalAuth and multiple LDAP servers In-Reply-To: <1288738978.2215.1403283535@webmail.messagingengine.com> References: <1288738978.2215.1403283535@webmail.messagingengine.com> Message-ID: <4CD12E39.3080107@sgul.ac.uk> Hi Nick, I'm not an expert myself but could you please paste the relevant bit of the logs? It might help other users understanding the problem. We use a similar configuration, but with fallback on mySql rather than another ldap server and it works without any other parameter. Giuseppe On 02/11/10 23:02, Nick Kartsioukas wrote: > We have RT set up to check 3 AD servers...the theory is that if one is > down, it will try the next one. Unfortunately this does not seem to be > the case...if the first AD server isn't responding to LDAP queries, the > login just fails. Attached is the section of our config file relating > to ExternalAuth. Any ideas why it's failing after just one attempt, or > is that how the ExternalAuth extension is supposed to work? > -- ____________________________________ Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsollazz at sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 From elacour at easter-eggs.com Wed Nov 3 05:46:27 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 3 Nov 2010 10:46:27 +0100 Subject: [rt-users] Can anyone help a n00b with a scrip? In-Reply-To: References: Message-ID: <20101103094627.GD2805@easter-eggs.com> On Tue, Nov 02, 2010 at 10:18:45PM -0600, Jason Marshall wrote: > Hi all, I've installed RT3 again after a long absence, and I'm > reminded once again how abysmal my Perl skills are. What I'd like > is this: > > A ticket is opened via email (or whatever), and as a result doesn't > have an owner. I'd like an email to go out to everyone who has > OwnTicket rights in that queue so that people are informed of the > arrival of a new ticket. Keeners can take a ticket for themselves, > or the boss can assign the tickets to whoever he wants. > > The important part is that people are made aware of the new ticket > without having to log in and check. Maybe there's a way to do this > without writing a scrip and template, but if there is, it's not > obvious to me... > > Any help, either cluing me in to the right way to accomplish this, > or with the scrip would be much appreciated! Thanks!!! > You just have to set those people as AdminCc of the queue. Rt comes with a default configuration that send notification when a new ticket enter the system, to AdminCc of the queue. (See Configuration->Queue->YourQueue->Watchers for AdminCc and Configuration->Global->Scrips to see the default notifications enabled) From elacour at easter-eggs.com Wed Nov 3 05:50:31 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 3 Nov 2010 10:50:31 +0100 Subject: [rt-users] Sending email on Status change In-Reply-To: <92348.88684.qm@web62006.mail.re1.yahoo.com> References: <92348.88684.qm@web62006.mail.re1.yahoo.com> Message-ID: <20101103095031.GE2805@easter-eggs.com> On Tue, Nov 02, 2010 at 10:13:15AM -0700, foram goram wrote: > Hi, > > I don't know if there is a way to send an email to a specific email > address whenever status and owner of a ticket is changed. > You have to use scrips (Configuration->Global->Scrips or Configuration->Queues->YourQueue->Scrips) for this. RT comes with default scrips conditions such as "On owner change", "On resolve". To notify a specific email, look here: http://wiki.bestpractical.com/view/SendEmailAction From elacour at easter-eggs.com Wed Nov 3 05:53:03 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 3 Nov 2010 10:53:03 +0100 Subject: [rt-users] Image size limit In-Reply-To: <72D9E13A8FC8994794D448E91198AE0701C89D4C@mail.sys.internal> References: <72D9E13A8FC8994794D448E91198AE0701C89D4C@mail.sys.internal> Message-ID: <20101103095303.GF2805@easter-eggs.com> On Mon, Nov 01, 2010 at 09:48:06PM -0000, Jim Tambling wrote: > > Is there any way to limit the size of images attached to RT tickets? > there is no standard way for this, you can just limit any attachments with RT configuration parameter $MaxAttachmentSize. to do this only for images, you'll have to hack RT ;) From elacour at easter-eggs.com Wed Nov 3 05:57:03 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 3 Nov 2010 10:57:03 +0100 Subject: [rt-users] Ignore Forwarding Email Address In-Reply-To: References: Message-ID: <20101103095703.GG2805@easter-eggs.com> On Thu, Oct 28, 2010 at 03:22:58PM -0700, Hans Johnson wrote: > I'm looking for a way to have RT not add a specific email address to the > watchers list on ticket creation. > > Right now, we have our core email server configured to forward email sent > to "[1]support at company.com" to "[2]support at rt.company.com".? All further > correspondence with the customer is then done through > [3]support at rt.company.com rather than through the main email server. > > This is all working quite well, with the notable exception that > "[4]support at company.com" gets added to the watchers list.? Is there any > way to prevent this from happening? > Seems you are using $ParseNewMessageForTicketCcs. So you have to set $RTAddressRegexp to match support at company.com. From elacour at easter-eggs.com Wed Nov 3 05:59:47 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 3 Nov 2010 10:59:47 +0100 Subject: [rt-users] Display a file in the Quick Search In-Reply-To: <1288158816.4144.2.camel@Dream.naxos-fr.net> References: <1288158816.4144.2.camel@Dream.naxos-fr.net> Message-ID: <20101103095947.GH2805@easter-eggs.com> On Wed, Oct 27, 2010 at 07:53:36AM +0200, jos? fernandez wrote: > > I created a new file but this one does not appear in the Quick Search > users with the right to see the queue on the home page. I do not know what > the right action. > It's not clear what do you mean by "does not appear in the Quick Search", but I think you're looking for RT configuration variable "$HomepageComponents". From G.Booth at lboro.ac.uk Wed Nov 3 08:03:36 2010 From: G.Booth at lboro.ac.uk (G.Booth) Date: Wed, 03 Nov 2010 12:03:36 +0000 Subject: [rt-users] blocking mail if custom field defined Message-ID: Hi All Im having a bit of a scrip problem and would appreciate any thoughts. I have a custom field which only gets populated under very specific conditions (we have a method of auto filling a lot of the ticket info for certain issues which means we only have to fill in the requestor). The field is called 'Quick' and will either be blank or have the word "quick" in it. Ive tried to create a scrip on the queue all of these tickets go to, so that when a "Quick Ticket" is created it doesnt send out a mail. My scrip conditions are: Condition: User Defined Action: Notify Requestors and Cc Template: Global Template: Autoreply Stage: TransactionCreate Custom Condition: if ($self->TransactionObj->Type eq "Create") { if (defined $self->TicketObj->CustomFieldValues('Quick')->Next) { return 0; } else { return 1; } } Which I thought would do the job, but it doesnt seem to fire. Any thoughts would be greatly appreciated regards Garry -- Dr Garry Booth IT Services Loughborough University From elacour at easter-eggs.com Wed Nov 3 08:33:47 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 3 Nov 2010 13:33:47 +0100 Subject: [rt-users] blocking mail if custom field defined In-Reply-To: References: Message-ID: <20101103123347.GI2805@easter-eggs.com> On Wed, Nov 03, 2010 at 12:03:36PM +0000, G.Booth wrote: > Hi All > > > if ($self->TransactionObj->Type eq "Create") > { > if (defined $self->TicketObj->CustomFieldValues('Quick')->Next) if ( $self->TicketObj->FirstCustomFieldValue('Quick') ) should works From pepus at p-h-a.cz Wed Nov 3 08:49:13 2010 From: pepus at p-h-a.cz (Josef) Date: Wed, 03 Nov 2010 13:49:13 +0100 Subject: [rt-users] see others tickets Message-ID: <4CD15A49.4070609@p-h-a.cz> Hello, I would like to have a "shared" queue, where would all users see others tickets. Not just tickets submited by a user itself. Is this even possible in RT? Any suggestions, how to set it up? Thank you, Josef From jnarins at seniorbridge.com Wed Nov 3 08:53:33 2010 From: jnarins at seniorbridge.com (Josh Narins) Date: Wed, 3 Nov 2010 08:53:33 -0400 Subject: [rt-users] see others tickets In-Reply-To: <4CD15A49.4070609@p-h-a.cz> References: <4CD15A49.4070609@p-h-a.cz> Message-ID: Configuration->Queues->Select Your-Shared-Queue Choose "Group Rights" from the top menubar. Give "Everyone", or maybe just "Privileged," any rights you want all users to have on that queue. > Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnarins at seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.-----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Josef > Sent: Wednesday, November 03, 2010 8:49 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] see others tickets > > Hello, > I would like to have a "shared" queue, where would all users see > others tickets. Not just tickets submited by a user itself. Is this > even > possible in RT? Any suggestions, how to set it up? > > Thank you, > Josef From jasonm at kelman.com Wed Nov 3 08:55:20 2010 From: jasonm at kelman.com (Jason Marshall) Date: Wed, 3 Nov 2010 06:55:20 -0600 (MDT) Subject: [rt-users] Can anyone help a n00b with a scrip? In-Reply-To: <20101103094627.GD2805@easter-eggs.com> References: <20101103094627.GD2805@easter-eggs.com> Message-ID: > You just have to set those people as AdminCc of the queue. Rt comes with > a default configuration that send notification when a new ticket enter > the system, to AdminCc of the queue. Thanks Emmanuel! I looked at this but dismissed it because I thought it would spam everyone with OwnTicket rights every time the ticket was updated (which isn't what I want). I will give it a try today and see if this works for me! There's probably a way to say "don't spam the AdminCc's" somehow!). From elacour at easter-eggs.com Wed Nov 3 08:56:18 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 3 Nov 2010 13:56:18 +0100 Subject: [rt-users] see others tickets In-Reply-To: <4CD15A49.4070609@p-h-a.cz> References: <4CD15A49.4070609@p-h-a.cz> Message-ID: <20101103125618.GJ2805@easter-eggs.com> On Wed, Nov 03, 2010 at 01:49:13PM +0100, Josef wrote: > Hello, > I would like to have a "shared" queue, where would all users see > others tickets. Not just tickets submited by a user itself. Is this > even possible in RT? Any suggestions, how to set it up? > Sure, just go to Configuration->Queue->YourQueue->GroupRights and grant "ShowTicket" to pseudo group "Unpriviledged". From elacour at easter-eggs.com Wed Nov 3 09:43:45 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 3 Nov 2010 14:43:45 +0100 Subject: [rt-users] Can anyone help a n00b with a scrip? In-Reply-To: References: <20101103094627.GD2805@easter-eggs.com> Message-ID: <20101103134345.GL2805@easter-eggs.com> On Wed, Nov 03, 2010 at 06:55:20AM -0600, Jason Marshall wrote: > >You just have to set those people as AdminCc of the queue. Rt comes with > >a default configuration that send notification when a new ticket enter > >the system, to AdminCc of the queue. > > Thanks Emmanuel! I looked at this but dismissed it because I > thought it would spam everyone with OwnTicket rights every time the > ticket was updated (which isn't what I want). I will give it a try > today and see if this works for me! There's probably a way to say > "don't spam the AdminCc's" somehow!). > by default, yes AdminCc are notified on ticket creation and also on ticket reply/comments. You can delete those scrips in Configuration->Global->Scrips. From G.Booth at lboro.ac.uk Wed Nov 3 10:17:23 2010 From: G.Booth at lboro.ac.uk (G.Booth) Date: Wed, 03 Nov 2010 14:17:23 +0000 Subject: [rt-users] blocking mail if custom field defined References: Message-ID: On Wed, 3 Nov 2010 13:33:47 +0100 Emmanuel Lacour wrote: > On Wed, Nov 03, 2010 at 12:03:36PM +0000, G.Booth wrote: >> Hi All >> >> >> if ($self->TransactionObj->Type eq "Create") >> { >> if (defined >>$self->TicketObj->CustomFieldValues('Quick')->Next) > > if ( $self->TicketObj->FirstCustomFieldValue('Quick') ) > > should works > Hi Emmanuel, Thanks for this. Oddly it works perfectly for me, but if you create the case and you're a watcher of the queue into which the case goes it still sends the autoreply. Dont suppose you've any thoughts? regards garry -- Dr Garry Booth IT Services Loughborough University From jblaine at kickflop.net Wed Nov 3 10:45:54 2010 From: jblaine at kickflop.net (Jeff Blaine) Date: Wed, 03 Nov 2010 10:45:54 -0400 Subject: [rt-users] 3.8.7 "Spreadsheet" is broken Message-ID: <4CD175A2.2070501@kickflop.net> The "Spreadsheet" link exports TSV which completely botches the data values associated with our custom fields. The Custom Field data appears in all the wrong columns. Is this a known bug? From elacour at easter-eggs.com Wed Nov 3 10:59:07 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 3 Nov 2010 15:59:07 +0100 Subject: [rt-users] 3.8.7 "Spreadsheet" is broken In-Reply-To: <4CD175A2.2070501@kickflop.net> References: <4CD175A2.2070501@kickflop.net> Message-ID: <20101103145907.GM2805@easter-eggs.com> On Wed, Nov 03, 2010 at 10:45:54AM -0400, Jeff Blaine wrote: > The "Spreadsheet" link exports TSV which completely botches > the data values associated with our custom fields. The > Custom Field data appears in all the wrong columns. > You may use as an alternative the extension RT::Extension::SearchResults::XLS [1] which produce true Xls format and so does not suffer from tsv limitations (encoding problems, tab problems). [1] - http://search.cpan.org/dist/RT-Extension-SearchResults-XLS/ From testwreq at gmail.com Wed Nov 3 12:53:47 2010 From: testwreq at gmail.com (testwreq wreq) Date: Wed, 3 Nov 2010 12:53:47 -0400 Subject: [rt-users] rt_logins_email2ldap -h In-Reply-To: References: Message-ID: Thank you. That worked. I have another question, if someone can answer. I want to check what would be done if I give -w option. I get a list of don't touch emails IDs as below. What does this indicate? [root at devwww RT-Authen-ExternalAuth]# ./rt_logins_email2ldap -v -a [External] [2008zj at gmail.com -> Don't touch: external email] Email:2008zj at gmail.com [External] [aannapurn at cs.suny.edu -> Don't touch: external email] Email:aannapurn at cs.suny.edu [Local] [root -> don't touch: local account / exception] Email:root at localhost On Tue, Nov 2, 2010 at 3:47 PM, Ruslan Zakirov wrote: > Use lib should include local lib path as well. > > Regards, Ruslan. From phone. > 2010 11 2 21:32 ???????????? "testwreq wreq" ???????: > > > > I have RT 3.8.2; I have followed the wiki for external authentication. > Now, > > I am at the step where I have to clean the emal addresses for ldap > > usernames. the wiki for this is > > http://wiki.bestpractical.com/view/rt_logins_email2ldap > > > > I changed "use lib" in the code to use lib qw(/data/rt3/lib); All the > > external authentication modules are located in > > /data/rt3/local/plugins/RT-Authen-ExternalAuth > > folder. > > > > When I run ./rt_logins_email2ldap -h, I get errors as follows: > > Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: > /data/rt3/lib > > /usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi > > /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl > > /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi > > /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl > > /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 .) > at > > /data/rt3/lib/RT.pm line 625. > > > > Can anyone assist on this issue? > > > > Thank you in advance .. sbu > -------------- next part -------------- An HTML attachment was scrubbed... URL: From change+lists.rt at nightwind.net Wed Nov 3 13:24:13 2010 From: change+lists.rt at nightwind.net (Nick Kartsioukas) Date: Wed, 03 Nov 2010 10:24:13 -0700 Subject: [rt-users] RT::Authen::ExternalAuth and multiple LDAP servers In-Reply-To: <4CD12E39.3080107@sgul.ac.uk> References: <1288738978.2215.1403283535@webmail.messagingengine.com> <4CD12E39.3080107@sgul.ac.uk> Message-ID: <1288805053.12840.1403426093@webmail.messagingengine.com> On Wed, 03 Nov 2010 09:41:13 +0000, "Giuseppe Sollazzo" said: > I'm not an expert myself but could you please paste the relevant bit of > the logs? It might help other users understanding the problem. > We use a similar configuration, but with fallback on mySql rather than > another ldap server and it works without any other parameter. Sure thing. This is all I have (all the entries look like this): Oct 27 10:12:39 rt compserv_rt: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj : Cannot connect to server1 (/home/rt/compserv_rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:437) Oct 27 10:12:39 rt compserv_rt: FAILED LOGIN for some_user from some_ip (/home/rt/compserv_rt/bin/../lib/RT/Interface/Web.pm:424) (usernames and IPs have been removed to protect the paranoid) From jesse at bestpractical.com Wed Nov 3 13:59:56 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 3 Nov 2010 13:59:56 -0400 Subject: [rt-users] 3.8.7 "Spreadsheet" is broken In-Reply-To: <4CD175A2.2070501@kickflop.net> References: <4CD175A2.2070501@kickflop.net> Message-ID: <20101103175956.GI16232@puppy> On Wed 3.Nov'10 at 10:45:54 -0400, Jeff Blaine wrote: > The "Spreadsheet" link exports TSV which completely botches > the data values associated with our custom fields. The > Custom Field data appears in all the wrong columns. That's not something I've heard reported. I do know we improved this codepath for 3.8.8. Is there a chance you're importing to your spreadsheet as something other than TSV? (OpenOffice defaults to importing tsv as tab, space, comma or semicolon delimited) > > Is this a known bug? From wmodes at ucsc.edu Wed Nov 3 14:21:38 2010 From: wmodes at ucsc.edu (Wes Modes) Date: Wed, 03 Nov 2010 11:21:38 -0700 Subject: [rt-users] Frustrating attempts to install RT3.8 from RPM In-Reply-To: <4CD09567.4090901@gmail.com> References: <4CD0805C.70808@ucsc.edu> <4CD09567.4090901@gmail.com> Message-ID: <4CD1A832.9080700@ucsc.edu> Paul, sounds like you aren't a long term fan of Fedora, RHEL, or CentOS, so I'm guessing yum feels like an inconvenience to you, especially when it seems to be getting in the way of your desired install. I've been a sysadmin for 20 years and I've never been a fan of the make 'n' break style of system administration. There is no way I could manage a score of machines, many with subtly different hardware, if I had to build every package the old way. As it is, I can spend a few hours monthly updating the OS and all installed software on all of our machines, with a simple "yum -y update" In my opinion, package managers like apt-get and yum are some of the best things to happen to OS in a very long time. Having installs tracked and managed by package managers keeps complicated OSs and their installed software up-to-date, eases system administration (especially as the server to sysadmin ratio increases), increases scalability, increases sysadmin efficiency, and creates standards for software manufacturers. If as a conservative sysadmin you prefer to operate well-back from the bleeding edge anyway, the small trade-off in control is a small price to pay. It is hardly the package manager's fault if a software manufacturer such as Best Practical and its user community fail to create a package for the latest software. Compare that to software whose RPMs are kept relatively up-to-date. Wes On 11/2/2010 3:49 PM, Paul wrote: > On 11/02/2010 02:19 PM, Wes Modes wrote: >> Hello, I have been struggling with attempts to install RT3.8 via RPMs. >> >> I know it is perfectly possible to install RT3.8 using the BP install >> scripts and docs, but I'd prefer to do it through yum for system >> sustainability, ease of updates and upgrades, etc. > ... >> If I can't resolve this, I will just forget about RT3.8 and stick with >> RT3.6 of which there is a well-behaved RPM already in the EPEL repo. >> >> Wes >> > I'm currently going through a RT move from freebsd to rhel5 (long story, > would rather stay with freebsd but don't have a choice here) and have > found all kinds of annoying difficulties with yum (or, rather, the > packages available.) When I realized that I was trying to stick with yum > for ease of upgrades when yum was preventing me from easily keeping up > to date, life got a lot easier. > > In the end I just let cpan install what it could and used yum for the > things that gave me trouble in cpan. Using RT's configure and make > targets is a lot easier and much more maintainable than having to roll > my own rpm just to do it the yum way. > > Being stuck with an old version of the software in the name of easy > upgrades didn't make sense to me. > > Cheers, > Paul From daodennis at gmail.com Wed Nov 3 14:42:06 2010 From: daodennis at gmail.com (Dennis) Date: Wed, 3 Nov 2010 11:42:06 -0700 Subject: [rt-users] Create ticket via email fwd In-Reply-To: References: <4CD0721F.3010206@a-1networks.com> <4CD072B1.5050401@a-1networks.com> Message-ID: Scott, I am doing this with a template within one of the queues, then I add people to the Notified group: To: { my $GroupObj = RT::Group->new($RT::SystemUser); $GroupObj->LoadUserDefinedGroup('notified'); $GroupObj->MemberEmailAddressesAsString()} Subject: {$Ticket->Subject} Importance: High A ticket has been created in this queue. {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} ------------- {$Transaction->Content()} Is this what you were looking for? YMMV with 3.8 as I'm not using that yet. Thanks, Dennis >> > > From ggreene at minervanetworks.com Wed Nov 3 14:52:05 2010 From: ggreene at minervanetworks.com (Gary Greene) Date: Wed, 03 Nov 2010 11:52:05 -0700 Subject: [rt-users] Frustrating attempts to install RT3.8 from RPM In-Reply-To: <4CD1A832.9080700@ucsc.edu> Message-ID: Agreed. This is why I spent a week with cpan2rpm and built packages for both openSuSE (which we're transitioning to) and CentOS. On 3/11/10 11:21 AM, "Wes Modes" wrote: > Paul, sounds like you aren't a long term fan of Fedora, RHEL, or CentOS, > so I'm guessing yum feels like an inconvenience to you, especially when > it seems to be getting in the way of your desired install. > > I've been a sysadmin for 20 years and I've never been a fan of the make > 'n' break style of system administration. There is no way I could > manage a score of machines, many with subtly different hardware, if I > had to build every package the old way. As it is, I can spend a few > hours monthly updating the OS and all installed software on all of our > machines, with a simple "yum -y update" > > In my opinion, package managers like apt-get and yum are some of the > best things to happen to OS in a very long time. Having installs > tracked and managed by package managers keeps complicated OSs and their > installed software up-to-date, eases system administration (especially > as the server to sysadmin ratio increases), increases scalability, > increases sysadmin efficiency, and creates standards for software > manufacturers. > > If as a conservative sysadmin you prefer to operate well-back from the > bleeding edge anyway, the small trade-off in control is a small price to > pay. > > It is hardly the package manager's fault if a software manufacturer such > as Best Practical and its user community fail to create a package for > the latest software. Compare that to software whose RPMs are kept > relatively up-to-date. > > Wes > > On 11/2/2010 3:49 PM, Paul wrote: >> On 11/02/2010 02:19 PM, Wes Modes wrote: >>> Hello, I have been struggling with attempts to install RT3.8 via RPMs. >>> >>> I know it is perfectly possible to install RT3.8 using the BP install >>> scripts and docs, but I'd prefer to do it through yum for system >>> sustainability, ease of updates and upgrades, etc. >> ... >>> If I can't resolve this, I will just forget about RT3.8 and stick with >>> RT3.6 of which there is a well-behaved RPM already in the EPEL repo. >>> >>> Wes >>> >> I'm currently going through a RT move from freebsd to rhel5 (long story, >> would rather stay with freebsd but don't have a choice here) and have >> found all kinds of annoying difficulties with yum (or, rather, the >> packages available.) When I realized that I was trying to stick with yum >> for ease of upgrades when yum was preventing me from easily keeping up >> to date, life got a lot easier. >> >> In the end I just let cpan install what it could and used yum for the >> things that gave me trouble in cpan. Using RT's configure and make >> targets is a lot easier and much more maintainable than having to roll >> my own rpm just to do it the yum way. >> >> Being stuck with an old version of the software in the name of easy >> upgrades didn't make sense to me. >> >> Cheers, >> Paul -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Office: (408) 240-1239 From pepus at p-h-a.cz Wed Nov 3 14:57:30 2010 From: pepus at p-h-a.cz (Josef) Date: Wed, 03 Nov 2010 19:57:30 +0100 Subject: [rt-users] see others tickets In-Reply-To: <20101103125618.GJ2805@easter-eggs.com> References: <4CD15A49.4070609@p-h-a.cz> <20101103125618.GJ2805@easter-eggs.com> Message-ID: <4CD1B09A.7040108@p-h-a.cz> I have created a new queue called user, added group rights ShowTicket, SeeQueue, CreateTicket to a group unpriviliged. Then I have added two users. Now, if user1 creates a ticket, he sees it in "My open tickets" when he logs in. But if user2 logs in, he doesn't see any tickets in his "My open tickets" list. I want him to see the ticket of user1, so he won't report the same problem as user1. Dne 11/3/10 1:56 PM, Emmanuel Lacour napsal(a): > On Wed, Nov 03, 2010 at 01:49:13PM +0100, Josef wrote: >> Hello, >> I would like to have a "shared" queue, where would all users see >> others tickets. Not just tickets submited by a user itself. Is this >> even possible in RT? Any suggestions, how to set it up? >> > Sure, just go to Configuration->Queue->YourQueue->GroupRights and grant > "ShowTicket" to pseudo group "Unpriviledged". > From jblaine at kickflop.net Wed Nov 3 15:00:41 2010 From: jblaine at kickflop.net (Jeff Blaine) Date: Wed, 03 Nov 2010 15:00:41 -0400 Subject: [rt-users] 3.8.7 "Spreadsheet" is broken In-Reply-To: <20101103175956.GI16232@puppy> References: <4CD175A2.2070501@kickflop.net> <20101103175956.GI16232@puppy> Message-ID: <4CD1B159.6080008@kickflop.net> On 11/3/2010 1:59 PM, Jesse Vincent wrote: > On Wed 3.Nov'10 at 10:45:54 -0400, Jeff Blaine wrote: >> The "Spreadsheet" link exports TSV which completely botches >> the data values associated with our custom fields. The >> Custom Field data appears in all the wrong columns. > > That's not something I've heard reported. I do know we improved this > codepath for 3.8.8. Is there a chance you're importing to your > spreadsheet as something other than TSV? (OpenOffice defaults to > importing tsv as tab, space, comma or semicolon delimited) Using OO 3.2 Insert -> Sheet from File -> Results.tsv Import dialog opens: Separator Options ( ) Fixed width (*) Separated by [x] Tab [ ] Comma [ ] Semicolon [ ] Space = broken :( I'll ask the original problem finder what app she was using. From jnarins at seniorbridge.com Wed Nov 3 15:04:52 2010 From: jnarins at seniorbridge.com (Josh Narins) Date: Wed, 3 Nov 2010 15:04:52 -0400 Subject: [rt-users] see others tickets In-Reply-To: <4CD1B09A.7040108@p-h-a.cz> References: <4CD15A49.4070609@p-h-a.cz> <20101103125618.GJ2805@easter-eggs.com> <4CD1B09A.7040108@p-h-a.cz> Message-ID: I would think you would have to rewrite the query for My Open Tickets for people to see other people's open tickets in the list. add something like or ( Queue is 'user' and status != 'resolved' ) > Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnarins at seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.-----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Josef > Sent: Wednesday, November 03, 2010 2:58 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] see others tickets > > I have created a new queue called user, added group rights > ShowTicket, > SeeQueue, CreateTicket to a group unpriviliged. Then I have added two > users. Now, if user1 creates a ticket, he sees it in "My open tickets" > when he logs in. But if user2 logs in, he doesn't see any tickets in > his > "My open tickets" list. I want him to see the ticket of user1, so he > won't report the same problem as user1. > > Dne 11/3/10 1:56 PM, Emmanuel Lacour napsal(a): > > On Wed, Nov 03, 2010 at 01:49:13PM +0100, Josef wrote: > >> Hello, > >> I would like to have a "shared" queue, where would all users > see > >> others tickets. Not just tickets submited by a user itself. Is this > >> even possible in RT? Any suggestions, how to set it up? > >> > > Sure, just go to Configuration->Queue->YourQueue->GroupRights and > grant > > "ShowTicket" to pseudo group "Unpriviledged". > > From Darin.Perusich at ctg.com Wed Nov 3 15:31:43 2010 From: Darin.Perusich at ctg.com (Darin Perusich) Date: Wed, 3 Nov 2010 15:31:43 -0400 Subject: [rt-users] Frustrating attempts to install RT3.8 from RPM In-Reply-To: References: <4CD1A832.9080700@ucsc.edu> Message-ID: <3899DD427BF4B94BB7E9176DEFB95C8F0329408C@buf-exa.ctg.com> A few questions about your openSuSE packages. Are you using the devel:languages:/perl repository for your perl dependencies? Would you be willing to make your rpms available or at least the .spec? -- Darin Perusich Email: Darin.Perusich at ctg.com Office: 716-888-3690 Cell: 716-807-4589 > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Gary Greene > Sent: Wednesday, November 03, 2010 2:52 PM > To: Wes Modes; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Frustrating attempts to install RT3.8 from RPM > > Agreed. This is why I spent a week with cpan2rpm and built packages for > both > openSuSE (which we're transitioning to) and CentOS. > > > On 3/11/10 11:21 AM, "Wes Modes" wrote: > > > Paul, sounds like you aren't a long term fan of Fedora, RHEL, or > CentOS, > > so I'm guessing yum feels like an inconvenience to you, especially > when > > it seems to be getting in the way of your desired install. > > > > I've been a sysadmin for 20 years and I've never been a fan of the > make > > 'n' break style of system administration. There is no way I could > > manage a score of machines, many with subtly different hardware, if I > > had to build every package the old way. As it is, I can spend a few > > hours monthly updating the OS and all installed software on all of > our > > machines, with a simple "yum -y update" > > > > In my opinion, package managers like apt-get and yum are some of the > > best things to happen to OS in a very long time. Having installs > > tracked and managed by package managers keeps complicated OSs and > their > > installed software up-to-date, eases system administration > (especially > > as the server to sysadmin ratio increases), increases scalability, > > increases sysadmin efficiency, and creates standards for software > > manufacturers. > > > > If as a conservative sysadmin you prefer to operate well-back from > the > > bleeding edge anyway, the small trade-off in control is a small price > to > > pay. > > > > It is hardly the package manager's fault if a software manufacturer > such > > as Best Practical and its user community fail to create a package for > > the latest software. Compare that to software whose RPMs are kept > > relatively up-to-date. > > > > Wes > > > > On 11/2/2010 3:49 PM, Paul wrote: > >> On 11/02/2010 02:19 PM, Wes Modes wrote: > >>> Hello, I have been struggling with attempts to install RT3.8 via > RPMs. > >>> > >>> I know it is perfectly possible to install RT3.8 using the BP > install > >>> scripts and docs, but I'd prefer to do it through yum for system > >>> sustainability, ease of updates and upgrades, etc. > >> ... > >>> If I can't resolve this, I will just forget about RT3.8 and stick > with > >>> RT3.6 of which there is a well-behaved RPM already in the EPEL > repo. > >>> > >>> Wes > >>> > >> I'm currently going through a RT move from freebsd to rhel5 (long > story, > >> would rather stay with freebsd but don't have a choice here) and > have > >> found all kinds of annoying difficulties with yum (or, rather, the > >> packages available.) When I realized that I was trying to stick with > yum > >> for ease of upgrades when yum was preventing me from easily keeping > up > >> to date, life got a lot easier. > >> > >> In the end I just let cpan install what it could and used yum for > the > >> things that gave me trouble in cpan. Using RT's configure and make > >> targets is a lot easier and much more maintainable than having to > roll > >> my own rpm just to do it the yum way. > >> > >> Being stuck with an old version of the software in the name of easy > >> upgrades didn't make sense to me. > >> > >> Cheers, > >> Paul > > -- > Gary L. Greene, Jr. > IT Operations > Minerva Networks, Inc. > Cell: (650) 704-6633 > Office: (408) 240-1239 > The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you are not the intended recipient of this message, please contact the sender and delete this material from this computer. From toml at bitstatement.net Wed Nov 3 16:05:25 2010 From: toml at bitstatement.net (Tom Lahti) Date: Wed, 3 Nov 2010 13:05:25 -0700 Subject: [rt-users] 3.8.7 "Spreadsheet" is broken In-Reply-To: <4CD1B159.6080008@kickflop.net> References: <4CD175A2.2070501@kickflop.net> <20101103175956.GI16232@puppy> <4CD1B159.6080008@kickflop.net> Message-ID: <51390021-31BC-473F-A134-78E4E1CBE937@bitstatement.net> > Using OO 3.2 > (*) Separated by > > [x] Tab [ ] Comma > [ ] Semicolon [ ] Space > > = broken :( > > I'll ask the original problem finder what app she was using. Does the data contain embedded tabs? If so, tab-delimited ain't gonna work. Is she sure she did TAB separated? Doing comma or space separated would jumble the data for sure. Also look out for column widths. The spreadsheet can -look- like the data is jumbled when in fact it isn't if the column widths aren't uniform, which in some programs they often aren't immediately upon an import like that. They -look- jumbled to me in OO as well, but then I go through and adjust column widths and its peachy. -- Tom Lahti, SCMDBA, LPIC-1, CLA BIT LLC 425-251-0833 x 117 From falcone at bestpractical.com Wed Nov 3 16:16:47 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 3 Nov 2010 16:16:47 -0400 Subject: [rt-users] 3.8.7 "Spreadsheet" is broken In-Reply-To: <51390021-31BC-473F-A134-78E4E1CBE937@bitstatement.net> References: <4CD175A2.2070501@kickflop.net> <20101103175956.GI16232@puppy> <4CD1B159.6080008@kickflop.net> <51390021-31BC-473F-A134-78E4E1CBE937@bitstatement.net> Message-ID: <20101103201647.GN616@jibsheet.com> On Wed, Nov 03, 2010 at 01:05:25PM -0700, Tom Lahti wrote: > > Using OO 3.2 > > (*) Separated by > > > > [x] Tab [ ] Comma > > [ ] Semicolon [ ] Space > > > > = broken :( > > > > I'll ask the original problem finder what app she was using. > > Does the data contain embedded tabs? If so, tab-delimited ain't gonna work. > > Is she sure she did TAB separated? Doing comma or space separated would jumble the data for sure. > > Also look out for column widths. The spreadsheet can -look- like the data is jumbled when in fact it isn't if the column widths aren't uniform, which in some programs they often aren't immediately upon an import like that. They -look- jumbled to me in OO as well, but then I go through and adjust column widths and its peachy. Without a sample of what is wrong, or a better description of the bug, I have to assume that the original reporter either wants to come up to 3.8.8 or apply 1f4fa271b9e9c78104257f729f3046f9c30694e0 which fixes a bug where the column headers and column bodies might not be in sync. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From pepus at p-h-a.cz Wed Nov 3 16:38:56 2010 From: pepus at p-h-a.cz (Josef) Date: Wed, 03 Nov 2010 21:38:56 +0100 Subject: [rt-users] see others tickets In-Reply-To: References: <4CD15A49.4070609@p-h-a.cz> <20101103125618.GJ2805@easter-eggs.com> <4CD1B09A.7040108@p-h-a.cz> Message-ID: <4CD1C860.5060804@p-h-a.cz> So RT can't do this? It's not very usefull, since when some service gets down, we would have numerous of duplicite issues, as all users would try to report it... Dne 11/3/10 8:04 PM, Josh Narins napsal(a): > I would think you would have to rewrite the query for My Open Tickets for people to see other people's open tickets in the list. > > add something like > > or ( Queue is 'user' and status != 'resolved' ) > > > Josh Narins > Director of Application Development > SeniorBridge > 845 Third Ave > 7th Floor > New York, NY 10022 > Tel: (212) 994-6194 > Mobile: (917) 488-6248 > Fax: (212) 994-4260 > jnarins at seniorbridge.com > > SeniorBridge > Managing Complex Chronic Care > http://www.seniorbridge.com > > > SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.-----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- >> bounces at lists.bestpractical.com] On Behalf Of Josef >> Sent: Wednesday, November 03, 2010 2:58 PM >> To: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] see others tickets >> >> I have created a new queue called user, added group rights >> ShowTicket, >> SeeQueue, CreateTicket to a group unpriviliged. Then I have added two >> users. Now, if user1 creates a ticket, he sees it in "My open tickets" >> when he logs in. But if user2 logs in, he doesn't see any tickets in >> his >> "My open tickets" list. I want him to see the ticket of user1, so he >> won't report the same problem as user1. >> >> Dne 11/3/10 1:56 PM, Emmanuel Lacour napsal(a): >>> On Wed, Nov 03, 2010 at 01:49:13PM +0100, Josef wrote: >>>> Hello, >>>> I would like to have a "shared" queue, where would all users >> see >>>> others tickets. Not just tickets submited by a user itself. Is this >>>> even possible in RT? Any suggestions, how to set it up? >>>> >>> Sure, just go to Configuration->Queue->YourQueue->GroupRights and >> grant >>> "ShowTicket" to pseudo group "Unpriviledged". >>> From jnarins at seniorbridge.com Wed Nov 3 16:41:44 2010 From: jnarins at seniorbridge.com (Josh Narins) Date: Wed, 3 Nov 2010 16:41:44 -0400 Subject: [rt-users] see others tickets In-Reply-To: <4CD1C860.5060804@p-h-a.cz> References: <4CD15A49.4070609@p-h-a.cz> <20101103125618.GJ2805@easter-eggs.com> <4CD1B09A.7040108@p-h-a.cz> <4CD1C860.5060804@p-h-a.cz> Message-ID: That's what the "Newest Unowned Tickets" queue is for, the default second box in the left column of the home page is for. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Josef > Sent: Wednesday, November 03, 2010 4:39 PM > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] see others tickets > > So RT can't do this? It's not very usefull, since when some service > gets down, we would have numerous of duplicite issues, as all users > would try to report it... > > Dne 11/3/10 8:04 PM, Josh Narins napsal(a): > > I would think you would have to rewrite the query for My Open Tickets > for people to see other people's open tickets in the list. > > > > add something like > > > > or ( Queue is 'user' and status != 'resolved' ) > > > > > > Josh Narins > > Director of Application Development > > SeniorBridge > > 845 Third Ave > > 7th Floor > > New York, NY 10022 > > Tel: (212) 994-6194 > > Mobile: (917) 488-6248 > > Fax: (212) 994-4260 > > jnarins at seniorbridge.com > > > > SeniorBridge > > Managing Complex Chronic Care > > http://www.seniorbridge.com > > > > > > SeniorBridge Statement of Confidentiality: The contents of this email > message are intended for the exclusive use of the addressee(s) and may > contain confidential or privileged information. Any dissemination, > distribution or copying of this email by an unintended or mistaken > recipient is strictly prohibited. In said event, kindly reply to the > sender and destroy all entries of this message and any attachments from > your system. Thank you.-----Original Message----- > >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > >> bounces at lists.bestpractical.com] On Behalf Of Josef > >> Sent: Wednesday, November 03, 2010 2:58 PM > >> To: rt-users at lists.bestpractical.com > >> Subject: Re: [rt-users] see others tickets > >> > >> I have created a new queue called user, added group rights > >> ShowTicket, > >> SeeQueue, CreateTicket to a group unpriviliged. Then I have added > two > >> users. Now, if user1 creates a ticket, he sees it in "My open > tickets" > >> when he logs in. But if user2 logs in, he doesn't see any tickets in > >> his > >> "My open tickets" list. I want him to see the ticket of user1, so he > >> won't report the same problem as user1. > >> > >> Dne 11/3/10 1:56 PM, Emmanuel Lacour napsal(a): > >>> On Wed, Nov 03, 2010 at 01:49:13PM +0100, Josef wrote: > >>>> Hello, > >>>> I would like to have a "shared" queue, where would all users > >> see > >>>> others tickets. Not just tickets submited by a user itself. Is > this > >>>> even possible in RT? Any suggestions, how to set it up? > >>>> > >>> Sure, just go to Configuration->Queue->YourQueue->GroupRights and > >> grant > >>> "ShowTicket" to pseudo group "Unpriviledged". > >>> From jnarins at seniorbridge.com Wed Nov 3 16:42:27 2010 From: jnarins at seniorbridge.com (Josh Narins) Date: Wed, 3 Nov 2010 16:42:27 -0400 Subject: [rt-users] see others tickets In-Reply-To: References: <4CD15A49.4070609@p-h-a.cz> <20101103125618.GJ2805@easter-eggs.com> <4CD1B09A.7040108@p-h-a.cz> <4CD1C860.5060804@p-h-a.cz> Message-ID: Sorry, not "Queue," but saved-search/dashboard. > -----Original Message----- > From: Josh Narins > Sent: Wednesday, November 03, 2010 4:42 PM > To: 'Josef' > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] see others tickets > > That's what the "Newest Unowned Tickets" queue is for, the default > second box in the left column of the home page is for. > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > > bounces at lists.bestpractical.com] On Behalf Of Josef > > Sent: Wednesday, November 03, 2010 4:39 PM > > Cc: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] see others tickets > > > > So RT can't do this? It's not very usefull, since when some service > > gets down, we would have numerous of duplicite issues, as all users > > would try to report it... > > > > Dne 11/3/10 8:04 PM, Josh Narins napsal(a): > > > I would think you would have to rewrite the query for My Open > Tickets > > for people to see other people's open tickets in the list. > > > > > > add something like > > > > > > or ( Queue is 'user' and status != 'resolved' ) > > > > > > > > > Josh Narins > > > Director of Application Development > > > SeniorBridge > > > 845 Third Ave > > > 7th Floor > > > New York, NY 10022 > > > Tel: (212) 994-6194 > > > Mobile: (917) 488-6248 > > > Fax: (212) 994-4260 > > > jnarins at seniorbridge.com > > > > > > SeniorBridge > > > Managing Complex Chronic Care > > > http://www.seniorbridge.com > > > > > > > > > SeniorBridge Statement of Confidentiality: The contents of this > email > > message are intended for the exclusive use of the addressee(s) and > may > > contain confidential or privileged information. Any dissemination, > > distribution or copying of this email by an unintended or mistaken > > recipient is strictly prohibited. In said event, kindly reply to the > > sender and destroy all entries of this message and any attachments > from > > your system. Thank you.-----Original Message----- > > >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > > >> bounces at lists.bestpractical.com] On Behalf Of Josef > > >> Sent: Wednesday, November 03, 2010 2:58 PM > > >> To: rt-users at lists.bestpractical.com > > >> Subject: Re: [rt-users] see others tickets > > >> > > >> I have created a new queue called user, added group rights > > >> ShowTicket, > > >> SeeQueue, CreateTicket to a group unpriviliged. Then I have added > > two > > >> users. Now, if user1 creates a ticket, he sees it in "My open > > tickets" > > >> when he logs in. But if user2 logs in, he doesn't see any tickets > in > > >> his > > >> "My open tickets" list. I want him to see the ticket of user1, so > he > > >> won't report the same problem as user1. > > >> > > >> Dne 11/3/10 1:56 PM, Emmanuel Lacour napsal(a): > > >>> On Wed, Nov 03, 2010 at 01:49:13PM +0100, Josef wrote: > > >>>> Hello, > > >>>> I would like to have a "shared" queue, where would all > users > > >> see > > >>>> others tickets. Not just tickets submited by a user itself. Is > > this > > >>>> even possible in RT? Any suggestions, how to set it up? > > >>>> > > >>> Sure, just go to Configuration->Queue->YourQueue->GroupRights and > > >> grant > > >>> "ShowTicket" to pseudo group "Unpriviledged". > > >>> From pepus at p-h-a.cz Wed Nov 3 16:46:36 2010 From: pepus at p-h-a.cz (Josef) Date: Wed, 03 Nov 2010 21:46:36 +0100 Subject: [rt-users] see others tickets In-Reply-To: References: <4CD15A49.4070609@p-h-a.cz> <20101103125618.GJ2805@easter-eggs.com> <4CD1B09A.7040108@p-h-a.cz> <4CD1C860.5060804@p-h-a.cz> Message-ID: <4CD1CA2C.2010105@p-h-a.cz> Yes, but only priviledged users see this... I don't want end users to change my settings. Unpriviledged user sees only its requests, or is there a way to add Newest Unowned dashboard to them? Dne 11/3/10 9:42 PM, Josh Narins napsal(a): > Sorry, not "Queue," but saved-search/dashboard. > >> -----Original Message----- >> From: Josh Narins >> Sent: Wednesday, November 03, 2010 4:42 PM >> To: 'Josef' >> Cc: rt-users at lists.bestpractical.com >> Subject: RE: [rt-users] see others tickets >> >> That's what the "Newest Unowned Tickets" queue is for, the default >> second box in the left column of the home page is for. >> >>> -----Original Message----- >>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- >>> bounces at lists.bestpractical.com] On Behalf Of Josef >>> Sent: Wednesday, November 03, 2010 4:39 PM >>> Cc: rt-users at lists.bestpractical.com >>> Subject: Re: [rt-users] see others tickets >>> >>> So RT can't do this? It's not very usefull, since when some service >>> gets down, we would have numerous of duplicite issues, as all users >>> would try to report it... >>> >>> Dne 11/3/10 8:04 PM, Josh Narins napsal(a): >>>> I would think you would have to rewrite the query for My Open >> Tickets >>> for people to see other people's open tickets in the list. >>>> add something like >>>> >>>> or ( Queue is 'user' and status != 'resolved' ) >>>> >>>> >>>> Josh Narins >>>> Director of Application Development >>>> SeniorBridge >>>> 845 Third Ave >>>> 7th Floor >>>> New York, NY 10022 >>>> Tel: (212) 994-6194 >>>> Mobile: (917) 488-6248 >>>> Fax: (212) 994-4260 >>>> jnarins at seniorbridge.com >>>> >>>> SeniorBridge >>>> Managing Complex Chronic Care >>>> http://www.seniorbridge.com >>>> >>>> >>>> SeniorBridge Statement of Confidentiality: The contents of this >> email >>> message are intended for the exclusive use of the addressee(s) and >> may >>> contain confidential or privileged information. Any dissemination, >>> distribution or copying of this email by an unintended or mistaken >>> recipient is strictly prohibited. In said event, kindly reply to the >>> sender and destroy all entries of this message and any attachments >> from >>> your system. Thank you.-----Original Message----- >>>>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- >>>>> bounces at lists.bestpractical.com] On Behalf Of Josef >>>>> Sent: Wednesday, November 03, 2010 2:58 PM >>>>> To: rt-users at lists.bestpractical.com >>>>> Subject: Re: [rt-users] see others tickets >>>>> >>>>> I have created a new queue called user, added group rights >>>>> ShowTicket, >>>>> SeeQueue, CreateTicket to a group unpriviliged. Then I have added >>> two >>>>> users. Now, if user1 creates a ticket, he sees it in "My open >>> tickets" >>>>> when he logs in. But if user2 logs in, he doesn't see any tickets >> in >>>>> his >>>>> "My open tickets" list. I want him to see the ticket of user1, so >> he >>>>> won't report the same problem as user1. >>>>> >>>>> Dne 11/3/10 1:56 PM, Emmanuel Lacour napsal(a): >>>>>> On Wed, Nov 03, 2010 at 01:49:13PM +0100, Josef wrote: >>>>>>> Hello, >>>>>>> I would like to have a "shared" queue, where would all >> users >>>>> see >>>>>>> others tickets. Not just tickets submited by a user itself. Is >>> this >>>>>>> even possible in RT? Any suggestions, how to set it up? >>>>>>> >>>>>> Sure, just go to Configuration->Queue->YourQueue->GroupRights and >>>>> grant >>>>>> "ShowTicket" to pseudo group "Unpriviledged". >>>>>> From jnarins at seniorbridge.com Wed Nov 3 16:49:44 2010 From: jnarins at seniorbridge.com (Josh Narins) Date: Wed, 3 Nov 2010 16:49:44 -0400 Subject: [rt-users] see others tickets In-Reply-To: <4CD1CA2C.2010105@p-h-a.cz> References: <4CD15A49.4070609@p-h-a.cz> <20101103125618.GJ2805@easter-eggs.com> <4CD1B09A.7040108@p-h-a.cz> <4CD1C860.5060804@p-h-a.cz> <4CD1CA2C.2010105@p-h-a.cz> Message-ID: Offhand I don't know where the query for Unprivileged user's homepage is stored. I'm sure that if you can find it, it can be altered to show almost anything. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Josef > Sent: Wednesday, November 03, 2010 4:47 PM > Cc: 'rt-users at lists.bestpractical.com' > Subject: Re: [rt-users] see others tickets > > Yes, but only priviledged users see this... I don't want end users to > change my settings. Unpriviledged user sees only its requests, or is > there a way to add Newest Unowned dashboard to them? > > Dne 11/3/10 9:42 PM, Josh Narins napsal(a): > > Sorry, not "Queue," but saved-search/dashboard. > > > >> -----Original Message----- > >> From: Josh Narins > >> Sent: Wednesday, November 03, 2010 4:42 PM > >> To: 'Josef' > >> Cc: rt-users at lists.bestpractical.com > >> Subject: RE: [rt-users] see others tickets > >> > >> That's what the "Newest Unowned Tickets" queue is for, the default > >> second box in the left column of the home page is for. > >> > >>> -----Original Message----- > >>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > >>> bounces at lists.bestpractical.com] On Behalf Of Josef > >>> Sent: Wednesday, November 03, 2010 4:39 PM > >>> Cc: rt-users at lists.bestpractical.com > >>> Subject: Re: [rt-users] see others tickets > >>> > >>> So RT can't do this? It's not very usefull, since when some > service > >>> gets down, we would have numerous of duplicite issues, as all users > >>> would try to report it... > >>> > >>> Dne 11/3/10 8:04 PM, Josh Narins napsal(a): > >>>> I would think you would have to rewrite the query for My Open > >> Tickets > >>> for people to see other people's open tickets in the list. > >>>> add something like > >>>> > >>>> or ( Queue is 'user' and status != 'resolved' ) > >>>> > >>>> > >>>> Josh Narins > >>>> Director of Application Development > >>>> SeniorBridge > >>>> 845 Third Ave > >>>> 7th Floor > >>>> New York, NY 10022 > >>>> Tel: (212) 994-6194 > >>>> Mobile: (917) 488-6248 > >>>> Fax: (212) 994-4260 > >>>> jnarins at seniorbridge.com > >>>> > >>>> SeniorBridge > >>>> Managing Complex Chronic Care > >>>> http://www.seniorbridge.com > >>>> > >>>> > >>>> SeniorBridge Statement of Confidentiality: The contents of this > >> email > >>> message are intended for the exclusive use of the addressee(s) and > >> may > >>> contain confidential or privileged information. Any dissemination, > >>> distribution or copying of this email by an unintended or mistaken > >>> recipient is strictly prohibited. In said event, kindly reply to > the > >>> sender and destroy all entries of this message and any attachments > >> from > >>> your system. Thank you.-----Original Message----- > >>>>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > >>>>> bounces at lists.bestpractical.com] On Behalf Of Josef > >>>>> Sent: Wednesday, November 03, 2010 2:58 PM > >>>>> To: rt-users at lists.bestpractical.com > >>>>> Subject: Re: [rt-users] see others tickets > >>>>> > >>>>> I have created a new queue called user, added group rights > >>>>> ShowTicket, > >>>>> SeeQueue, CreateTicket to a group unpriviliged. Then I have added > >>> two > >>>>> users. Now, if user1 creates a ticket, he sees it in "My open > >>> tickets" > >>>>> when he logs in. But if user2 logs in, he doesn't see any tickets > >> in > >>>>> his > >>>>> "My open tickets" list. I want him to see the ticket of user1, so > >> he > >>>>> won't report the same problem as user1. > >>>>> > >>>>> Dne 11/3/10 1:56 PM, Emmanuel Lacour napsal(a): > >>>>>> On Wed, Nov 03, 2010 at 01:49:13PM +0100, Josef wrote: > >>>>>>> Hello, > >>>>>>> I would like to have a "shared" queue, where would all > >> users > >>>>> see > >>>>>>> others tickets. Not just tickets submited by a user itself. Is > >>> this > >>>>>>> even possible in RT? Any suggestions, how to set it up? > >>>>>>> > >>>>>> Sure, just go to Configuration->Queue->YourQueue->GroupRights > and > >>>>> grant > >>>>>> "ShowTicket" to pseudo group "Unpriviledged". > >>>>>> From smcclure at rice.edu Wed Nov 3 17:05:32 2010 From: smcclure at rice.edu (Susan McClure) Date: Wed, 03 Nov 2010 16:05:32 -0500 Subject: [rt-users] SideBySideView Extension install and usage questions Message-ID: <4CD1CE9C.6090000@rice.edu> I am using RT 3.8.8 and adding the plugin called Extension-SideBySideView. The install gives a warning when I run "perl Makefile.PL" > Warning: the following files are missing in your kit: > lib/RT/Extension/SideBySideView/CustomView.pm > Please inform the author. > Writing Makefile for RT::Extension::SideBySideView In fact, that .pm file is not in the package but I cannot find any info about it searching RT and Google etc. Can anyone help? I am also interested in ANY information about how to setup and actually use the SideBySideView function once installed. Ideally I think I would want a System Preferences setting that defines a ticket display or "RT at a Glance" format that uses SideBySide viewing. Thanks -- Susan K. McClure Rice University Voice: 713.348.4852 Email: smcclure at rice.edu From vaclav.ovsik at i.cz Wed Nov 3 18:41:17 2010 From: vaclav.ovsik at i.cz (=?iso-8859-1?Q?V=E1clav_Ovs=EDk?=) Date: Wed, 3 Nov 2010 23:41:17 +0100 Subject: [rt-users] see others tickets In-Reply-To: <4CD1CA2C.2010105@p-h-a.cz> References: <4CD15A49.4070609@p-h-a.cz> <20101103125618.GJ2805@easter-eggs.com> <4CD1B09A.7040108@p-h-a.cz> <4CD1C860.5060804@p-h-a.cz> <4CD1CA2C.2010105@p-h-a.cz> Message-ID: <20101103224117.GA15545@bobek.localdomain> Hi, On Wed, Nov 03, 2010 at 09:46:36PM +0100, Josef wrote: > > Yes, but only priviledged users see this... I don't want end users > to change my settings. Unpriviledged user sees only its requests, or > is there a way to add Newest Unowned dashboard to them? I have modified the SelfService a bit to see Queue Tickets. Attached is an archive. I believe, this can be added into upstream to. Regards -- Zito -------------- next part -------------- A non-text attachment was scrubbed... Name: selfservice-queue.tar.gz Type: application/octet-stream Size: 3108 bytes Desc: not available URL: From pepus at p-h-a.cz Wed Nov 3 19:22:11 2010 From: pepus at p-h-a.cz (Josef) Date: Thu, 04 Nov 2010 00:22:11 +0100 Subject: [rt-users] see others tickets In-Reply-To: <20101103224117.GA15545@bobek.localdomain> References: <4CD15A49.4070609@p-h-a.cz> <20101103125618.GJ2805@easter-eggs.com> <4CD1B09A.7040108@p-h-a.cz> <4CD1C860.5060804@p-h-a.cz> <4CD1CA2C.2010105@p-h-a.cz> <20101103224117.GA15545@bobek.localdomain> Message-ID: <4CD1EEA3.3000205@p-h-a.cz> Thank you very much, I have copied these files into my /usr/share/request-tracker3.6/html/SelfService/, but I'm having this error: *error:* could not find component for path '/SelfService/Elements/Tickets' *context:* *...* *72:* *73:* *74:*

*75:* *76:* <& /SelfService/Elements/Tickets, *77:* %ARGS, *78:* status => [@status], *79:* friendly_status => $fstatus ? loc($fstatus) : $act_states_str, *80:* queue => [@queue], *...* *code stack:* /usr/share/request-tracker3.6/html/SelfService/QueueTickets.html:76 /usr/share/request-tracker3.6/html/autohandler:287 Dne 11/3/10 11:41 PM, V?clav Ovs?k napsal(a): > Hi, > > On Wed, Nov 03, 2010 at 09:46:36PM +0100, Josef wrote: >> Yes, but only priviledged users see this... I don't want end users >> to change my settings. Unpriviledged user sees only its requests, or >> is there a way to add Newest Unowned dashboard to them? > I have modified the SelfService a bit to see Queue Tickets. Attached is > an archive. I believe, this can be added into upstream to. > Regards From wmodes at ucsc.edu Wed Nov 3 19:36:02 2010 From: wmodes at ucsc.edu (Wes Modes) Date: Wed, 03 Nov 2010 16:36:02 -0700 Subject: [rt-users] Frustrating attempts to install RT3.8 from RPM In-Reply-To: References: Message-ID: <4CD1F1E2.5000203@ucsc.edu> I presume that is CentOS5. That would make me very happy as CentOS RPMs should work for RHEL. One thing I adore about well-built packages is that things are placed in the right location for the OS. For instance, the RT3 rpms put all the config files in /etc, all the perl modules in the perl modules dir, and the various tools in /usr/bin and /usr/sbin. Is yours built that way, or does it keep to the Best Practical distro locations? i guess this means that no one has a solution to the problem I observed with the rpm bundle I did find, ya? Wes On 11/3/2010 11:52 AM, Gary Greene wrote: > Agreed. This is why I spent a week with cpan2rpm and built packages for both > openSuSE (which we're transitioning to) and CentOS. > > > On 3/11/10 11:21 AM, "Wes Modes" wrote: > >> Paul, sounds like you aren't a long term fan of Fedora, RHEL, or CentOS, >> so I'm guessing yum feels like an inconvenience to you, especially when >> it seems to be getting in the way of your desired install. >> >> I've been a sysadmin for 20 years and I've never been a fan of the make >> 'n' break style of system administration. There is no way I could >> manage a score of machines, many with subtly different hardware, if I >> had to build every package the old way. As it is, I can spend a few >> hours monthly updating the OS and all installed software on all of our >> machines, with a simple "yum -y update" >> >> In my opinion, package managers like apt-get and yum are some of the >> best things to happen to OS in a very long time. Having installs >> tracked and managed by package managers keeps complicated OSs and their >> installed software up-to-date, eases system administration (especially >> as the server to sysadmin ratio increases), increases scalability, >> increases sysadmin efficiency, and creates standards for software >> manufacturers. >> >> If as a conservative sysadmin you prefer to operate well-back from the >> bleeding edge anyway, the small trade-off in control is a small price to >> pay. >> >> It is hardly the package manager's fault if a software manufacturer such >> as Best Practical and its user community fail to create a package for >> the latest software. Compare that to software whose RPMs are kept >> relatively up-to-date. >> >> Wes >> >> On 11/2/2010 3:49 PM, Paul wrote: >>> On 11/02/2010 02:19 PM, Wes Modes wrote: >>>> Hello, I have been struggling with attempts to install RT3.8 via RPMs. >>>> >>>> I know it is perfectly possible to install RT3.8 using the BP install >>>> scripts and docs, but I'd prefer to do it through yum for system >>>> sustainability, ease of updates and upgrades, etc. >>> ... >>>> If I can't resolve this, I will just forget about RT3.8 and stick with >>>> RT3.6 of which there is a well-behaved RPM already in the EPEL repo. >>>> >>>> Wes >>>> >>> I'm currently going through a RT move from freebsd to rhel5 (long story, >>> would rather stay with freebsd but don't have a choice here) and have >>> found all kinds of annoying difficulties with yum (or, rather, the >>> packages available.) When I realized that I was trying to stick with yum >>> for ease of upgrades when yum was preventing me from easily keeping up >>> to date, life got a lot easier. >>> >>> In the end I just let cpan install what it could and used yum for the >>> things that gave me trouble in cpan. Using RT's configure and make >>> targets is a lot easier and much more maintainable than having to roll >>> my own rpm just to do it the yum way. >>> >>> Being stuck with an old version of the software in the name of easy >>> upgrades didn't make sense to me. >>> >>> Cheers, >>> Paul From ggreene at minervanetworks.com Wed Nov 3 19:45:37 2010 From: ggreene at minervanetworks.com (Gary Greene) Date: Wed, 03 Nov 2010 16:45:37 -0700 Subject: [rt-users] Frustrating attempts to install RT3.8 from RPM In-Reply-To: <4CD1F1E2.5000203@ucsc.edu> Message-ID: The CentOS ones follow the RH way of directory layout, with the caveat that I chose to put the other modules that normally get pulled in via cpan in the perl5 site_lib hierarchy to assure that a rouge update from rpmforge or upstream CentOS would be able to be installed without odd file conflicts. The SuSE ones I did slightly differently as I think having the main RT stuff strewn around /usr a little odd. The CPAN stuff is in the perl5 site_lib hierarchy as before, but the main HTML/Mason templates/RT only specific modules/plugins stuff are in /srv/www/htdocs/rt. Configuration stuff is in /etc/rt and the plugin configuration directory is /etc/rt/local/... If I were to do over the CentOS ones, I'd likely do the same as I did with SuSE. On 3/11/10 4:36 PM, "Wes Modes" wrote: > I presume that is CentOS5. That would make me very happy as CentOS RPMs > should work for RHEL. > > One thing I adore about well-built packages is that things are placed in > the right location for the OS. For instance, the RT3 rpms put all the > config files in /etc, all the perl modules in the perl modules dir, and > the various tools in /usr/bin and /usr/sbin. > > Is yours built that way, or does it keep to the Best Practical distro > locations? > > i guess this means that no one has a solution to the problem I observed > with the rpm bundle I did find, ya? > > Wes > > > On 11/3/2010 11:52 AM, Gary Greene wrote: >> Agreed. This is why I spent a week with cpan2rpm and built packages for both >> openSuSE (which we're transitioning to) and CentOS. >> >> >> On 3/11/10 11:21 AM, "Wes Modes" wrote: >> >>> Paul, sounds like you aren't a long term fan of Fedora, RHEL, or CentOS, >>> so I'm guessing yum feels like an inconvenience to you, especially when >>> it seems to be getting in the way of your desired install. >>> >>> I've been a sysadmin for 20 years and I've never been a fan of the make >>> 'n' break style of system administration. There is no way I could >>> manage a score of machines, many with subtly different hardware, if I >>> had to build every package the old way. As it is, I can spend a few >>> hours monthly updating the OS and all installed software on all of our >>> machines, with a simple "yum -y update" >>> >>> In my opinion, package managers like apt-get and yum are some of the >>> best things to happen to OS in a very long time. Having installs >>> tracked and managed by package managers keeps complicated OSs and their >>> installed software up-to-date, eases system administration (especially >>> as the server to sysadmin ratio increases), increases scalability, >>> increases sysadmin efficiency, and creates standards for software >>> manufacturers. >>> >>> If as a conservative sysadmin you prefer to operate well-back from the >>> bleeding edge anyway, the small trade-off in control is a small price to >>> pay. >>> >>> It is hardly the package manager's fault if a software manufacturer such >>> as Best Practical and its user community fail to create a package for >>> the latest software. Compare that to software whose RPMs are kept >>> relatively up-to-date. >>> >>> Wes >>> >>> On 11/2/2010 3:49 PM, Paul wrote: >>>> On 11/02/2010 02:19 PM, Wes Modes wrote: >>>>> Hello, I have been struggling with attempts to install RT3.8 via RPMs. >>>>> >>>>> I know it is perfectly possible to install RT3.8 using the BP install >>>>> scripts and docs, but I'd prefer to do it through yum for system >>>>> sustainability, ease of updates and upgrades, etc. >>>> ... >>>>> If I can't resolve this, I will just forget about RT3.8 and stick with >>>>> RT3.6 of which there is a well-behaved RPM already in the EPEL repo. >>>>> >>>>> Wes >>>>> >>>> I'm currently going through a RT move from freebsd to rhel5 (long story, >>>> would rather stay with freebsd but don't have a choice here) and have >>>> found all kinds of annoying difficulties with yum (or, rather, the >>>> packages available.) When I realized that I was trying to stick with yum >>>> for ease of upgrades when yum was preventing me from easily keeping up >>>> to date, life got a lot easier. >>>> >>>> In the end I just let cpan install what it could and used yum for the >>>> things that gave me trouble in cpan. Using RT's configure and make >>>> targets is a lot easier and much more maintainable than having to roll >>>> my own rpm just to do it the yum way. >>>> >>>> Being stuck with an old version of the software in the name of easy >>>> upgrades didn't make sense to me. >>>> >>>> Cheers, >>>> Paul -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Office: (408) 240-1239 From wmodes at ucsc.edu Wed Nov 3 20:24:45 2010 From: wmodes at ucsc.edu (Wes Modes) Date: Wed, 03 Nov 2010 17:24:45 -0700 Subject: [rt-users] Frustrating attempts to install RT3.8 from RPM In-Reply-To: References: Message-ID: <4CD1FD4D.3080007@ucsc.edu> That is nice to see that you made a well-crafted rpm that you can be proud of. I wonder what would happen if a later version of RT3 became available via EPEL. Would it nicely replace the files (maybe moving stuff to rpmsave's) or would all hell break loose? What RT3 version is your centos rpm build? When and where would your centos rpm be available to play with? W. On 11/3/2010 4:45 PM, Gary Greene wrote: > The CentOS ones follow the RH way of directory layout, with the caveat that > I chose to put the other modules that normally get pulled in via cpan in the > perl5 site_lib hierarchy to assure that a rouge update from rpmforge or > upstream CentOS would be able to be installed without odd file conflicts. > > The SuSE ones I did slightly differently as I think having the main RT stuff > strewn around /usr a little odd. The CPAN stuff is in the perl5 site_lib > hierarchy as before, but the main HTML/Mason templates/RT only specific > modules/plugins stuff are in /srv/www/htdocs/rt. Configuration stuff is in > /etc/rt and the plugin configuration directory is /etc/rt/local/... > > If I were to do over the CentOS ones, I'd likely do the same as I did with > SuSE. > > On 3/11/10 4:36 PM, "Wes Modes" wrote: > >> I presume that is CentOS5. That would make me very happy as CentOS RPMs >> should work for RHEL. >> >> One thing I adore about well-built packages is that things are placed in >> the right location for the OS. For instance, the RT3 rpms put all the >> config files in /etc, all the perl modules in the perl modules dir, and >> the various tools in /usr/bin and /usr/sbin. >> >> Is yours built that way, or does it keep to the Best Practical distro >> locations? >> >> i guess this means that no one has a solution to the problem I observed >> with the rpm bundle I did find, ya? >> >> Wes >> >> >> On 11/3/2010 11:52 AM, Gary Greene wrote: >>> Agreed. This is why I spent a week with cpan2rpm and built packages for both >>> openSuSE (which we're transitioning to) and CentOS. >>> >>> >>> On 3/11/10 11:21 AM, "Wes Modes" wrote: >>> >>>> Paul, sounds like you aren't a long term fan of Fedora, RHEL, or CentOS, >>>> so I'm guessing yum feels like an inconvenience to you, especially when >>>> it seems to be getting in the way of your desired install. >>>> >>>> I've been a sysadmin for 20 years and I've never been a fan of the make >>>> 'n' break style of system administration. There is no way I could >>>> manage a score of machines, many with subtly different hardware, if I >>>> had to build every package the old way. As it is, I can spend a few >>>> hours monthly updating the OS and all installed software on all of our >>>> machines, with a simple "yum -y update" >>>> >>>> In my opinion, package managers like apt-get and yum are some of the >>>> best things to happen to OS in a very long time. Having installs >>>> tracked and managed by package managers keeps complicated OSs and their >>>> installed software up-to-date, eases system administration (especially >>>> as the server to sysadmin ratio increases), increases scalability, >>>> increases sysadmin efficiency, and creates standards for software >>>> manufacturers. >>>> >>>> If as a conservative sysadmin you prefer to operate well-back from the >>>> bleeding edge anyway, the small trade-off in control is a small price to >>>> pay. >>>> >>>> It is hardly the package manager's fault if a software manufacturer such >>>> as Best Practical and its user community fail to create a package for >>>> the latest software. Compare that to software whose RPMs are kept >>>> relatively up-to-date. >>>> >>>> Wes >>>> >>>> On 11/2/2010 3:49 PM, Paul wrote: >>>>> On 11/02/2010 02:19 PM, Wes Modes wrote: >>>>>> Hello, I have been struggling with attempts to install RT3.8 via RPMs. >>>>>> >>>>>> I know it is perfectly possible to install RT3.8 using the BP install >>>>>> scripts and docs, but I'd prefer to do it through yum for system >>>>>> sustainability, ease of updates and upgrades, etc. >>>>> ... >>>>>> If I can't resolve this, I will just forget about RT3.8 and stick with >>>>>> RT3.6 of which there is a well-behaved RPM already in the EPEL repo. >>>>>> >>>>>> Wes >>>>>> >>>>> I'm currently going through a RT move from freebsd to rhel5 (long story, >>>>> would rather stay with freebsd but don't have a choice here) and have >>>>> found all kinds of annoying difficulties with yum (or, rather, the >>>>> packages available.) When I realized that I was trying to stick with yum >>>>> for ease of upgrades when yum was preventing me from easily keeping up >>>>> to date, life got a lot easier. >>>>> >>>>> In the end I just let cpan install what it could and used yum for the >>>>> things that gave me trouble in cpan. Using RT's configure and make >>>>> targets is a lot easier and much more maintainable than having to roll >>>>> my own rpm just to do it the yum way. >>>>> >>>>> Being stuck with an old version of the software in the name of easy >>>>> upgrades didn't make sense to me. >>>>> >>>>> Cheers, >>>>> Paul From ggreene at minervanetworks.com Wed Nov 3 20:39:17 2010 From: ggreene at minervanetworks.com (Gary Greene) Date: Wed, 03 Nov 2010 17:39:17 -0700 Subject: [rt-users] Frustrating attempts to install RT3.8 from RPM In-Reply-To: <4CD1FD4D.3080007@ucsc.edu> Message-ID: The CentOS version is currently 3.8.1, so they're not really a good fit at this time. The SuSE ones are 3.8.8. If you're still interested in them, I can put them on a server outside my office for download (bandwidth at work is.... lacking.) Far as I know, the changes in /etc are marked config noreplace, however, changing them to config save is fairly easy in the srpm. On 3/11/10 5:24 PM, "Wes Modes" wrote: > That is nice to see that you made a well-crafted rpm that you can be > proud of. I wonder what would happen if a later version of RT3 became > available via EPEL. Would it nicely replace the files (maybe moving > stuff to rpmsave's) or would all hell break loose? > > What RT3 version is your centos rpm build? > > When and where would your centos rpm be available to play with? > > W. > > On 11/3/2010 4:45 PM, Gary Greene wrote: >> The CentOS ones follow the RH way of directory layout, with the caveat that >> I chose to put the other modules that normally get pulled in via cpan in the >> perl5 site_lib hierarchy to assure that a rouge update from rpmforge or >> upstream CentOS would be able to be installed without odd file conflicts. >> >> The SuSE ones I did slightly differently as I think having the main RT stuff >> strewn around /usr a little odd. The CPAN stuff is in the perl5 site_lib >> hierarchy as before, but the main HTML/Mason templates/RT only specific >> modules/plugins stuff are in /srv/www/htdocs/rt. Configuration stuff is in >> /etc/rt and the plugin configuration directory is /etc/rt/local/... >> >> If I were to do over the CentOS ones, I'd likely do the same as I did with >> SuSE. >> >> On 3/11/10 4:36 PM, "Wes Modes" wrote: >> >>> I presume that is CentOS5. That would make me very happy as CentOS RPMs >>> should work for RHEL. >>> >>> One thing I adore about well-built packages is that things are placed in >>> the right location for the OS. For instance, the RT3 rpms put all the >>> config files in /etc, all the perl modules in the perl modules dir, and >>> the various tools in /usr/bin and /usr/sbin. >>> >>> Is yours built that way, or does it keep to the Best Practical distro >>> locations? >>> >>> i guess this means that no one has a solution to the problem I observed >>> with the rpm bundle I did find, ya? >>> >>> Wes >>> >>> >>> On 11/3/2010 11:52 AM, Gary Greene wrote: >>>> Agreed. This is why I spent a week with cpan2rpm and built packages for >>>> both >>>> openSuSE (which we're transitioning to) and CentOS. >>>> >>>> >>>> On 3/11/10 11:21 AM, "Wes Modes" wrote: >>>> >>>>> Paul, sounds like you aren't a long term fan of Fedora, RHEL, or CentOS, >>>>> so I'm guessing yum feels like an inconvenience to you, especially when >>>>> it seems to be getting in the way of your desired install. >>>>> >>>>> I've been a sysadmin for 20 years and I've never been a fan of the make >>>>> 'n' break style of system administration. There is no way I could >>>>> manage a score of machines, many with subtly different hardware, if I >>>>> had to build every package the old way. As it is, I can spend a few >>>>> hours monthly updating the OS and all installed software on all of our >>>>> machines, with a simple "yum -y update" >>>>> >>>>> In my opinion, package managers like apt-get and yum are some of the >>>>> best things to happen to OS in a very long time. Having installs >>>>> tracked and managed by package managers keeps complicated OSs and their >>>>> installed software up-to-date, eases system administration (especially >>>>> as the server to sysadmin ratio increases), increases scalability, >>>>> increases sysadmin efficiency, and creates standards for software >>>>> manufacturers. >>>>> >>>>> If as a conservative sysadmin you prefer to operate well-back from the >>>>> bleeding edge anyway, the small trade-off in control is a small price to >>>>> pay. >>>>> >>>>> It is hardly the package manager's fault if a software manufacturer such >>>>> as Best Practical and its user community fail to create a package for >>>>> the latest software. Compare that to software whose RPMs are kept >>>>> relatively up-to-date. >>>>> >>>>> Wes >>>>> >>>>> On 11/2/2010 3:49 PM, Paul wrote: >>>>>> On 11/02/2010 02:19 PM, Wes Modes wrote: >>>>>>> Hello, I have been struggling with attempts to install RT3.8 via RPMs. >>>>>>> >>>>>>> I know it is perfectly possible to install RT3.8 using the BP install >>>>>>> scripts and docs, but I'd prefer to do it through yum for system >>>>>>> sustainability, ease of updates and upgrades, etc. >>>>>> ... >>>>>>> If I can't resolve this, I will just forget about RT3.8 and stick with >>>>>>> RT3.6 of which there is a well-behaved RPM already in the EPEL repo. >>>>>>> >>>>>>> Wes >>>>>>> >>>>>> I'm currently going through a RT move from freebsd to rhel5 (long story, >>>>>> would rather stay with freebsd but don't have a choice here) and have >>>>>> found all kinds of annoying difficulties with yum (or, rather, the >>>>>> packages available.) When I realized that I was trying to stick with yum >>>>>> for ease of upgrades when yum was preventing me from easily keeping up >>>>>> to date, life got a lot easier. >>>>>> >>>>>> In the end I just let cpan install what it could and used yum for the >>>>>> things that gave me trouble in cpan. Using RT's configure and make >>>>>> targets is a lot easier and much more maintainable than having to roll >>>>>> my own rpm just to do it the yum way. >>>>>> >>>>>> Being stuck with an old version of the software in the name of easy >>>>>> upgrades didn't make sense to me. >>>>>> >>>>>> Cheers, >>>>>> Paul -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Office: (408) 240-1239 From kris_germann at 295.ca Wed Nov 3 21:12:57 2010 From: kris_germann at 295.ca (Kris Germann) Date: Wed, 03 Nov 2010 21:12:57 -0400 Subject: [rt-users] Creating child tickets from custom field Message-ID: <4CD20899.2050907@295.ca> Evening everyone, I have a few questions that I hope you can answer, I have created a custom field labelled 'Send to:', where there is a drop down list naming several queues. What I'm wondering is when I select a queue from the custom field (Send To:) and update the ticket, if it could then create a child ticket in the queue selected with the content that current reply / comment. Let me know if you need more clarification, Kris From kfcrocker at lbl.gov Wed Nov 3 22:01:09 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 3 Nov 2010 19:01:09 -0700 Subject: [rt-users] 3.8.7 "Spreadsheet" is broken In-Reply-To: <20101103201647.GN616@jibsheet.com> References: <4CD175A2.2070501@kickflop.net> <20101103175956.GI16232@puppy> <4CD1B159.6080008@kickflop.net> <51390021-31BC-473F-A134-78E4E1CBE937@bitstatement.net> <20101103201647.GN616@jibsheet.com> Message-ID: Jeff, et all, I think it has been doing this for years. I just remember to change the Data Type to ".xls" and all is well. Kenn LBNL On Wed, Nov 3, 2010 at 1:16 PM, Kevin Falcone wrote: > On Wed, Nov 03, 2010 at 01:05:25PM -0700, Tom Lahti wrote: > > > Using OO 3.2 > > > (*) Separated by > > > > > > [x] Tab [ ] Comma > > > [ ] Semicolon [ ] Space > > > > > > = broken :( > > > > > > I'll ask the original problem finder what app she was using. > > > > Does the data contain embedded tabs? If so, tab-delimited ain't gonna > work. > > > > Is she sure she did TAB separated? Doing comma or space separated would > jumble the data for sure. > > > > Also look out for column widths. The spreadsheet can -look- like the > data is jumbled when in fact it isn't if the column widths aren't uniform, > which in some programs they often aren't immediately upon an import like > that. They -look- jumbled to me in OO as well, but then I go through and > adjust column widths and its peachy. > > Without a sample of what is wrong, or a better description of the bug, > I have to assume that the original reporter either wants to come up to > 3.8.8 or apply 1f4fa271b9e9c78104257f729f3046f9c30694e0 which fixes a > bug where the column headers and column bodies might not be in sync. > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed Nov 3 22:21:20 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 4 Nov 2010 05:21:20 +0300 Subject: [rt-users] see others tickets In-Reply-To: <4CD1C860.5060804@p-h-a.cz> References: <4CD15A49.4070609@p-h-a.cz> <20101103125618.GJ2805@easter-eggs.com> <4CD1B09A.7040108@p-h-a.cz> <4CD1C860.5060804@p-h-a.cz> Message-ID: Hi, You're talking about self service. And this interface is around tickets where the current user is a watcher(requestor, cc, admincc or owner). You did everything right with rights, however you want to add a box to self service page, for example "recently reported issues" or something like that. If it doesn't work for you then move your users from Unpriv to Priv and give them full UI. On Wed, Nov 3, 2010 at 11:38 PM, Josef wrote: > ?So RT can't do this? It's not very usefull, since when some service gets > down, we would have numerous of duplicite issues, as all users would try to > report it... > > Dne 11/3/10 8:04 PM, Josh Narins napsal(a): >> >> I would think you would have to rewrite the query for My Open Tickets for >> people to see other people's open tickets in the list. >> >> add something like >> >> or ( Queue is 'user' and status != 'resolved' ) >> >> >> Josh Narins >> Director of Application Development >> SeniorBridge >> 845 Third Ave >> 7th Floor >> New York, NY 10022 >> Tel: (212) 994-6194 >> Mobile: (917) 488-6248 >> Fax: (212) 994-4260 >> jnarins at seniorbridge.com >> >> SeniorBridge >> Managing Complex Chronic Care >> http://www.seniorbridge.com >> >> >> SeniorBridge Statement of Confidentiality: The contents of this email >> message are intended for the exclusive use of the addressee(s) and may >> contain confidential or privileged information. Any dissemination, >> distribution or copying of this email by an unintended or mistaken recipient >> is strictly prohibited. In said event, kindly reply to the sender and >> destroy all entries of this message and any attachments from your system. >> Thank you.-----Original Message----- >>> >>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- >>> bounces at lists.bestpractical.com] On Behalf Of Josef >>> Sent: Wednesday, November 03, 2010 2:58 PM >>> To: rt-users at lists.bestpractical.com >>> Subject: Re: [rt-users] see others tickets >>> >>> ? I have created a new queue called user, added group rights >>> ShowTicket, >>> SeeQueue, CreateTicket to a group unpriviliged. Then I have added two >>> users. Now, if user1 creates a ticket, he sees it in "My open tickets" >>> when he logs in. But if user2 logs in, he doesn't see any tickets in >>> his >>> "My open tickets" list. I want him to see the ticket of user1, so he >>> won't report the same problem as user1. >>> >>> Dne 11/3/10 1:56 PM, Emmanuel Lacour napsal(a): >>>> >>>> On Wed, Nov 03, 2010 at 01:49:13PM +0100, Josef wrote: >>>>> >>>>> ? Hello, >>>>> ? ? ?I would like to have a "shared" queue, where would all users >>> >>> see >>>>> >>>>> others tickets. Not just tickets submited by a user itself. Is this >>>>> even possible in RT? Any suggestions, how to set it up? >>>>> >>>> Sure, just go to Configuration->Queue->YourQueue->GroupRights and >>> >>> grant >>>> >>>> "ShowTicket" to pseudo group "Unpriviledged". >>>> > -- Best regards, Ruslan. From rtusers-20090205 at billmail.scconsult.com Thu Nov 4 00:32:14 2010 From: rtusers-20090205 at billmail.scconsult.com (Bill Cole) Date: Thu, 04 Nov 2010 00:32:14 -0400 Subject: [rt-users] see others tickets In-Reply-To: <4CD1CA2C.2010105@p-h-a.cz> References: <4CD15A49.4070609@p-h-a.cz> <20101103125618.GJ2805@easter-eggs.com> <4CD1B09A.7040108@p-h-a.cz> <4CD1C860.5060804@p-h-a.cz> <4CD1CA2C.2010105@p-h-a.cz> Message-ID: <4CD2374E.6060603@billmail.scconsult.com> Josef wrote, On 11/3/10 4:46 PM: > Yes, but only priviledged users see this... I don't want end users to > change my settings. "Privileged" in RT does not mean that a user is able to change system settings. It means that a user gets the full UI instead of SelfService and shows up by default in the user list in the Configuration area (which is only accessible by users rights including ShowConfigTab, Admin*, and SuperUser) and that it is possible to assign the user various rights. From joe.casadonte at oracle.com Thu Nov 4 00:33:20 2010 From: joe.casadonte at oracle.com (joe.casadonte at oracle.com) Date: Wed, 3 Nov 2010 21:33:20 -0700 (PDT) Subject: [rt-users] Auto Reply: Re: see others tickets Message-ID: I will be out of the office on Thursday, November 4th & Friday November 5th. I will not be checking voicemail or email. Please open a ticket with the otm-enginf team or contact Paul Hamill if you have any immediate needs. Otherwise I'll get back to you when I return. From torsten.brumm at googlemail.com Thu Nov 4 03:14:57 2010 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Thu, 4 Nov 2010 08:14:57 +0100 Subject: [rt-users] SideBySideView Extension install and usage questions In-Reply-To: <4CD1CE9C.6090000@rice.edu> References: <4CD1CE9C.6090000@rice.edu> Message-ID: <5DF3DB7E-4AAE-46D4-8056-7131C775E3F3@googlemail.com> Hi, Pls Grab up the latest, i fixed this some days ago. Torsten Sent from my phone, sorry for all typo's. Am 03.11.2010 um 22:05 schrieb Susan McClure : > I am using RT 3.8.8 and adding the plugin called > Extension-SideBySideView. > > The install gives a warning when I run "perl Makefile.PL" > >> Warning: the following files are missing in your kit: >> lib/RT/Extension/SideBySideView/CustomView.pm >> Please inform the author. >> Writing Makefile for RT::Extension::SideBySideView > > In fact, that .pm file is not in the package but I cannot find > any info about it searching RT and Google etc. > > Can anyone help? > > I am also interested in ANY information about how to setup and > actually use the SideBySideView function once installed. > Ideally I think I would want a System Preferences setting > that defines a ticket display or "RT at a Glance" format > that uses SideBySide viewing. > > Thanks > > -- > Susan K. McClure > Rice University > > Voice: 713.348.4852 > Email: smcclure at rice.edu From torsten.brumm at googlemail.com Thu Nov 4 03:15:51 2010 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Thu, 4 Nov 2010 08:15:51 +0100 Subject: [rt-users] SideBySideView Extension install and usage questions In-Reply-To: <4CD1CE9C.6090000@rice.edu> References: <4CD1CE9C.6090000@rice.edu> Message-ID: And Yes, you can Fund a Switch under user preferences for this. Torsten Sent from my phone, sorry for all typo's. Am 03.11.2010 um 22:05 schrieb Susan McClure : > I am using RT 3.8.8 and adding the plugin called > Extension-SideBySideView. > > The install gives a warning when I run "perl Makefile.PL" > >> Warning: the following files are missing in your kit: >> lib/RT/Extension/SideBySideView/CustomView.pm >> Please inform the author. >> Writing Makefile for RT::Extension::SideBySideView > > In fact, that .pm file is not in the package but I cannot find > any info about it searching RT and Google etc. > > Can anyone help? > > I am also interested in ANY information about how to setup and > actually use the SideBySideView function once installed. > Ideally I think I would want a System Preferences setting > that defines a ticket display or "RT at a Glance" format > that uses SideBySide viewing. > > Thanks > > -- > Susan K. McClure > Rice University > > Voice: 713.348.4852 > Email: smcclure at rice.edu From vaclav.ovsik at i.cz Thu Nov 4 04:22:34 2010 From: vaclav.ovsik at i.cz (=?iso-8859-1?Q?V=E1clav_Ovs=EDk?=) Date: Thu, 4 Nov 2010 09:22:34 +0100 Subject: [rt-users] see others tickets In-Reply-To: <4CD1EEA3.3000205@p-h-a.cz> References: <4CD15A49.4070609@p-h-a.cz> <20101103125618.GJ2805@easter-eggs.com> <4CD1B09A.7040108@p-h-a.cz> <4CD1C860.5060804@p-h-a.cz> <4CD1CA2C.2010105@p-h-a.cz> <20101103224117.GA15545@bobek.localdomain> <4CD1EEA3.3000205@p-h-a.cz> Message-ID: <20101104082234.GA8834@bobek.localdomain> On Thu, Nov 04, 2010 at 12:22:11AM +0100, Josef wrote: > > Thank you very much, > I have copied these files into my > /usr/share/request-tracker3.6/html/SelfService/, but I'm having this ^^^^^^^^ I forgot to mention files from the tarball should be extracted into installation directory of RT 3.8.8. So you should end with: local/html/SelfService local/html/SelfService/QueueTickets.html local/html/SelfService/Elements local/html/SelfService/Elements/Tickets local/html/SelfService/Elements/Tabs in the directory where you install RT version 3.8.8. The reasons for creating this SelfService extension was, that we don't want to give customers full UI. We only want the customer can view tickets for his company. We have groups of users with permissions to view corresponding queues. This code should replace old extension GroupService that exist in the past for RT 2.x after we move to latest RT. I wrote the code using loc(), so full localisation is possible and I did it for Czech language. Menu option "Queue tickets" is not shown in the case the user has no permission to view tickets in any queue. Can someone review the changes to include this into share/html upstream? * SelfService/Elements/Tabs modification of original file --- share/html/SelfService/Elements/Tabs 2010-05-10 15:36:53.000000000 +0200 +++ local/html/SelfService/Elements/Tabs 2010-07-01 15:07:01.000000000 +0200 @@ -58,14 +58,21 @@ my $queues = RT::Queues->new($session{'CurrentUser'}); $queues->UnLimit; -my $queue_count = 0; -my $queue_id = 1; +my $queue_create_count = 0; +my $queue_create_id = 1; +my $queue_show_count = 0; +my $queue_show_id = 1; while (my $queue = $queues->Next) { - next unless $queue->CurrentUserHasRight('CreateTicket'); - $queue_id = $queue->id; - $queue_count++; - last if ($queue_count > 1); + if ( $queue->CurrentUserHasRight('CreateTicket') ) { + $queue_create_id = $queue->id; + $queue_create_count++; + } + if ( $queue->CurrentUserHasRight('ShowTicket') ) { + $queue_show_id = $queue->id; + $queue_show_count++; + } + last if $queue_create_count > 1 && $queue_show_count > 1; } if ($Title) { @@ -83,13 +90,19 @@ }, }; -if ($queue_count > 1) { +if ($queue_show_count) { + $tabs->{B2} = { title => loc('Queue tickets'), + path => 'SelfService/QueueTickets.html' + }; +} + +if ($queue_create_count > 1) { $tabs->{C} = { title => loc('New ticket'), path => 'SelfService/CreateTicketInQueue.html' }; } else { $tabs->{C} = { title => loc('New ticket'), - path => 'SelfService/Create.html?Queue=' . $queue_id + path => 'SelfService/Create.html?Queue=' . $queue_create_id }; } * SelfService/Elements/Tickets is modification of SelfService/Elements/MyRequests --- share/html/SelfService/Elements/MyRequests 2010-05-10 15:36:53.000000000 +0200 +++ local/html/SelfService/Elements/Tickets 2010-07-08 12:13:04.000000000 +0200 @@ -45,41 +45,65 @@ %# those contributions and any derivatives thereof. %# %# END BPS TAGGED BLOCK }}} +<%once> +#my $Format = RT->Config->Get('DefaultSelfServiceSearchResultFormat'); +my $Format = qq{ + '__id__/TITLE:#', + QueueName, + '__Subject__/TITLE:Subject', + Status, + Requestors, + OwnerName}; + <&| /Widgets/TitleBox, title => $title &> <& /Elements/CollectionList, Title => $title, Format => $Format, Query => $Query, - Order => @Order, - OrderBy => @OrderBy, + Order => [@Order], + OrderBy => [@OrderBy], BaseURL => $BaseURL, - GenericQueryArgs => $GenericQueryArgs, - AllowSorting => $AllowSorting, - Class => 'RT::Tickets', - Rows => $Rows, - Page => $Page &> + AllowSorting => $AllowSorting, + Class => 'RT::Tickets', + Rows => $Rows, + Page => $Page, + queue => [@queue], + status => [@status], + PassArguments => [qw(Page Order OrderBy queue status)], +&> + <%INIT> my $id = $session{'CurrentUser'}->id; + + at queue = grep($_, @queue); + +unless ( @queue ) { + my $queues = RT::Queues->new($session{'CurrentUser'}); + $queues->UnLimit; + while (my $queue = $queues->Next) { + push @queue, $queue->id + if $queue->CurrentUserHasRight('ShowTicket'); + } +} + my $Query = "( " - . join( ' OR ', map "$_.id = $id", @roles ) + . join( ' OR ', map "Queue.id = $_", @queue ) . ")"; if ( @status ) { $Query .= " AND ( " . join( ' OR ', map "Status = '$_'", @status ) . " )"; } -my $Format = RT->Config->Get('DefaultSelfServiceSearchResultFormat'); <%ARGS> $friendly_status => loc('open') -$title => loc("My [_1] tickets", $friendly_status) - at roles => ('Watcher') +$title => loc("All [_1] tickets", $friendly_status) @status => RT::Queue->ActiveStatusArray() + at queue => undef $BaseURL => undef $Page => 1 -$GenericQueryArgs => undef $AllowSorting => 1 @Order => ('ASC') @OrderBy => ('Created') * SelfService/QueueTickets.html is a new component Regards -- Zito From Richard at widexs.nl Thu Nov 4 04:37:42 2010 From: Richard at widexs.nl (Richard Pijnenburg) Date: Thu, 4 Nov 2010 09:37:42 +0100 Subject: [rt-users] see others tickets In-Reply-To: <20101104082234.GA8834@bobek.localdomain> References: <4CD15A49.4070609@p-h-a.cz> <20101103125618.GJ2805@easter-eggs.com><4CD1B09A.7040108@p-h-a.cz><4CD1C860.5060804@p-h-a.cz><4CD1CA2C.2010105@p-h-a.cz><20101103224117.GA15545@bobek.localdomain><4CD1EEA3.3000205@p-h-a.cz> <20101104082234.GA8834@bobek.localdomain> Message-ID: <87458E9581E41E4F8FFD606200740856051270C4@mail01.widexs.local> Wouldn't it be easier if you could create a group per customer and let all the users in that group see the tickets from each other? Of course there are different approaches possible to the same issue :-) Met vriendelijke groet / With kind regards, Richard Pijnenburg -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of V?clav Ovs?k Sent: Thursday, November 04, 2010 9:23 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] see others tickets On Thu, Nov 04, 2010 at 12:22:11AM +0100, Josef wrote: > > Thank you very much, > I have copied these files into my > /usr/share/request-tracker3.6/html/SelfService/, but I'm having this ^^^^^^^^ I forgot to mention files from the tarball should be extracted into installation directory of RT 3.8.8. So you should end with: local/html/SelfService local/html/SelfService/QueueTickets.html local/html/SelfService/Elements local/html/SelfService/Elements/Tickets local/html/SelfService/Elements/Tabs in the directory where you install RT version 3.8.8. The reasons for creating this SelfService extension was, that we don't want to give customers full UI. We only want the customer can view tickets for his company. We have groups of users with permissions to view corresponding queues. This code should replace old extension GroupService that exist in the past for RT 2.x after we move to latest RT. I wrote the code using loc(), so full localisation is possible and I did it for Czech language. Menu option "Queue tickets" is not shown in the case the user has no permission to view tickets in any queue. Can someone review the changes to include this into share/html upstream? * SelfService/Elements/Tabs modification of original file --- share/html/SelfService/Elements/Tabs 2010-05-10 15:36:53.000000000 +0200 +++ local/html/SelfService/Elements/Tabs 2010-07-01 15:07:01.000000000 +0200 @@ -58,14 +58,21 @@ my $queues = RT::Queues->new($session{'CurrentUser'}); $queues->UnLimit; -my $queue_count = 0; -my $queue_id = 1; +my $queue_create_count = 0; +my $queue_create_id = 1; +my $queue_show_count = 0; +my $queue_show_id = 1; while (my $queue = $queues->Next) { - next unless $queue->CurrentUserHasRight('CreateTicket'); - $queue_id = $queue->id; - $queue_count++; - last if ($queue_count > 1); + if ( $queue->CurrentUserHasRight('CreateTicket') ) { + $queue_create_id = $queue->id; + $queue_create_count++; + } + if ( $queue->CurrentUserHasRight('ShowTicket') ) { + $queue_show_id = $queue->id; + $queue_show_count++; + } + last if $queue_create_count > 1 && $queue_show_count > 1; } if ($Title) { @@ -83,13 +90,19 @@ }, }; -if ($queue_count > 1) { +if ($queue_show_count) { + $tabs->{B2} = { title => loc('Queue tickets'), + path => 'SelfService/QueueTickets.html' + }; +} + +if ($queue_create_count > 1) { $tabs->{C} = { title => loc('New ticket'), path => 'SelfService/CreateTicketInQueue.html' }; } else { $tabs->{C} = { title => loc('New ticket'), - path => 'SelfService/Create.html?Queue=' . $queue_id + path => 'SelfService/Create.html?Queue=' . $queue_create_id }; } * SelfService/Elements/Tickets is modification of SelfService/Elements/MyRequests --- share/html/SelfService/Elements/MyRequests 2010-05-10 15:36:53.000000000 +0200 +++ local/html/SelfService/Elements/Tickets 2010-07-08 12:13:04.000000000 +0200 @@ -45,41 +45,65 @@ %# those contributions and any derivatives thereof. %# %# END BPS TAGGED BLOCK }}} +<%once> +#my $Format = RT->Config->Get('DefaultSelfServiceSearchResultFormat'); +my $Format = qq{ + '__id__/TITLE:#', + QueueName, + '__Subject__/TITLE:Subject', + Status, + Requestors, + OwnerName}; + <&| /Widgets/TitleBox, title => $title &> <& /Elements/CollectionList, Title => $title, Format => $Format, Query => $Query, - Order => @Order, - OrderBy => @OrderBy, + Order => [@Order], + OrderBy => [@OrderBy], BaseURL => $BaseURL, - GenericQueryArgs => $GenericQueryArgs, - AllowSorting => $AllowSorting, - Class => 'RT::Tickets', - Rows => $Rows, - Page => $Page &> + AllowSorting => $AllowSorting, + Class => 'RT::Tickets', + Rows => $Rows, + Page => $Page, + queue => [@queue], + status => [@status], + PassArguments => [qw(Page Order OrderBy queue status)], +&> + <%INIT> my $id = $session{'CurrentUser'}->id; + + at queue = grep($_, @queue); + +unless ( @queue ) { + my $queues = RT::Queues->new($session{'CurrentUser'}); + $queues->UnLimit; + while (my $queue = $queues->Next) { + push @queue, $queue->id + if $queue->CurrentUserHasRight('ShowTicket'); + } +} + my $Query = "( " - . join( ' OR ', map "$_.id = $id", @roles ) + . join( ' OR ', map "Queue.id = $_", @queue ) . ")"; if ( @status ) { $Query .= " AND ( " . join( ' OR ', map "Status = '$_'", @status ) . " )"; } -my $Format = RT->Config->Get('DefaultSelfServiceSearchResultFormat'); <%ARGS> $friendly_status => loc('open') -$title => loc("My [_1] tickets", $friendly_status) - at roles => ('Watcher') +$title => loc("All [_1] tickets", $friendly_status) @status => RT::Queue->ActiveStatusArray() + at queue => undef $BaseURL => undef $Page => 1 -$GenericQueryArgs => undef $AllowSorting => 1 @Order => ('ASC') @OrderBy => ('Created') * SelfService/QueueTickets.html is a new component Regards -- Zito From vaclav.ovsik at i.cz Thu Nov 4 05:14:16 2010 From: vaclav.ovsik at i.cz (=?iso-8859-1?Q?V=E1clav_Ovs=EDk?=) Date: Thu, 4 Nov 2010 10:14:16 +0100 Subject: [rt-users] see others tickets In-Reply-To: <87458E9581E41E4F8FFD606200740856051270C4@mail01.widexs.local> References: <4CD1B09A.7040108@p-h-a.cz> <4CD1C860.5060804@p-h-a.cz> <4CD1CA2C.2010105@p-h-a.cz> <20101103224117.GA15545@bobek.localdomain> <4CD1EEA3.3000205@p-h-a.cz> <20101104082234.GA8834@bobek.localdomain> <87458E9581E41E4F8FFD606200740856051270C4@mail01.widexs.local> Message-ID: <20101104091416.GA12849@bobek.localdomain> On Thu, Nov 04, 2010 at 09:37:42AM +0100, Richard Pijnenburg wrote: > Wouldn't it be easier if you could create a group per customer and let > all the users in that group see the tickets from each other? > Of course there are different approaches possible to the same issue :-) I hope, that it is exactly what I did. :) Users from the same customer group can view each others tickets. The SelfService with this modification can be used for it, no need for full UI. Users can be unprivileged, no need to cope the more complex UI for end users. -- Zito From Richard at widexs.nl Thu Nov 4 05:31:39 2010 From: Richard at widexs.nl (Richard Pijnenburg) Date: Thu, 4 Nov 2010 10:31:39 +0100 Subject: [rt-users] see others tickets In-Reply-To: <20101104091416.GA12849@bobek.localdomain> References: <4CD1B09A.7040108@p-h-a.cz><4CD1C860.5060804@p-h-a.cz><4CD1CA2C.2010105@p-h-a.cz><20101103224117.GA15545@bobek.localdomain><4CD1EEA3.3000205@p-h-a.cz><20101104082234.GA8834@bobek.localdomain><87458E9581E41E4F8FFD606200740856051270C4@mail01.widexs.local> <20101104091416.GA12849@bobek.localdomain> Message-ID: <87458E9581E41E4F8FFD606200740856051270D2@mail01.widexs.local> I will give it a shot and let you know :-) Met vriendelijke groet / With kind regards, Richard Pijnenburg Change and Incident Coordinator WideXS http://www.widexs.nl Tel +31 (0)20 7570780 Fax +31 (0)20 6116302 Zekeringstraat 43, 1014 BV Amsterdam, NL -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of V?clav Ovs?k Sent: Thursday, November 04, 2010 10:14 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] see others tickets On Thu, Nov 04, 2010 at 09:37:42AM +0100, Richard Pijnenburg wrote: > Wouldn't it be easier if you could create a group per customer and let > all the users in that group see the tickets from each other? > Of course there are different approaches possible to the same issue :-) I hope, that it is exactly what I did. :) Users from the same customer group can view each others tickets. The SelfService with this modification can be used for it, no need for full UI. Users can be unprivileged, no need to cope the more complex UI for end users. -- Zito From gsollazz at sgul.ac.uk Thu Nov 4 06:04:14 2010 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Thu, 04 Nov 2010 10:04:14 +0000 Subject: [rt-users] RT::Authen::ExternalAuth and multiple LDAP servers In-Reply-To: <1288805053.12840.1403426093@webmail.messagingengine.com> References: <1288738978.2215.1403283535@webmail.messagingengine.com> <4CD12E39.3080107@sgul.ac.uk> <1288805053.12840.1403426093@webmail.messagingengine.com> Message-ID: <4CD2851E.7060804@sgul.ac.uk> Hi Nick, there's something weird in here as we have a similar setting: 2 ldap servers in the file. The interesting thing is that our logs don't stop there. Basically: Set($ExternalAuthPriority, [ 'My_LDAP', 'My_LDAP2' ] ); Set($ExternalInfoPriority, [ 'My_LDAP', 'My_LDAP2' ] ); Set($ExternalSettings, { 'My_LDAP' => { }, 'My_LDAP2' => { }, }, ); So, to check your problem I've altered the name of the server to something wrong. What I see in the logs is a critical error on the connection to My_LDAP, but a quick fallback to My_LDAP2: [Thu Nov 4 09:58:46 2010] [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj : Cannot connect to ldap1aaa.mydomain (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:437) [Thu Nov 4 09:58:46 2010] [debug]: Attempting to use external auth service: My_LDAP2 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) What makes me think that the problem is actually different, is that "FAILED LOGIN" that I see in your log. So I would check 1) what happens if you leave just the second server 2) what's your configuration as far as the following is concerned: Set($WebExternalAuth , 1); Set($WebFallbackToInternalAuth , 1); Set($WebExternalAuto , 1); 3) what's your log level, I would set it to 'debug' if it's not: Set($LogToFile, 'debug'); When you've checked the previous, please report back. All the best, Giuseppe -- ____________________________________ Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsollazz at sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 -------------- next part -------------- An HTML attachment was scrubbed... URL: From plessis.benoit at gmail.com Thu Nov 4 07:49:30 2010 From: plessis.benoit at gmail.com (benoit plessis) Date: Thu, 4 Nov 2010 12:49:30 +0100 Subject: [rt-users] Text Attachements within HTML mails Message-ID: Hi, We are experiencing some inconvenient with RT 3.8.8 and text attachements. When a text only mail containing a text/plain attachment is replied upon everything is fine and the attachment is not shown in the reply message box, however, for text/html message the first attached text/plain file is used, instead of the inlined text/plain which is quite problematic when there is an 1Mb attached text file => FF hang during a long time :( Also there is a small patch so that big text attachements, marked as attachemnt are not marked as "not shown because too large" but as "not shown because not inlined": --- Ticket/Elements/ShowTransactionAttachments.org 2010-11-04 12:18:01.141242000 +0100 +++ Ticket/Elements/ShowTransactionAttachments 2010-11-04 12:18:16.057536000 +0100 @@ -154,7 +154,11 @@ # If it's text if ( $message->ContentType =~ m{^(text|message)}i ) { my $max_size = RT->Config->Get( 'MaxInlineBody', $session{'CurrentUser'} ); - if ( $message->Filename && RT->Config->Get('SuppressInlineTextFiles', $session{'CurrentUser'} ) ) { + if ( $disposition ne 'inline' ) { + $m->out('

'. loc( 'Message body is not shown because sender requested not to inline it.' ) .'

'); + return; + } + elsif ( $message->Filename && RT->Config->Get('SuppressInlineTextFiles', $session{'CurrentUser'} ) ) { $m->out('

'. loc( 'Text file is not shown because it is disabled in preferences.' ) .'

'); return; } @@ -162,10 +166,6 @@ $m->out('

'. loc( 'Message body not shown because it is too large.' ) .'

'); return; } - elsif ( $disposition ne 'inline' ) { - $m->out('

'. loc( 'Message body is not shown because sender requested not to inline it.' ) .'

'); - return; - } if ( From plessis.benoit at gmail.com Thu Nov 4 08:10:06 2010 From: plessis.benoit at gmail.com (benoit plessis) Date: Thu, 4 Nov 2010 13:10:06 +0100 Subject: [rt-users] Text Attachements within HTML mails In-Reply-To: References: Message-ID: 2010/11/4 benoit plessis : > Hi, > > We are experiencing some inconvenient with RT 3.8.8 and text attachements. > > When a text only mail containing a text/plain attachment is replied > upon everything is fine and the attachment is not shown > in the reply message box, however, for text/html message the first > attached text/plain file is used, instead of the inlined text/plain > which is quite problematic when there is an 1Mb attached text file => > FF hang during a long time :( Here is my current fix for this: --- lib/RT/Transaction_Overlay.pm 2010-11-04 13:07:40.254934000 +0100 +++ local/lib/RT/Transaction_Overlay.pm 2010-11-04 13:02:06.572761000 +0100 @@ -415,6 +415,15 @@ elsif ( $Attachment->ContentType =~ '^multipart/' ) { my $plain_parts = $Attachment->Children; $plain_parts->ContentType( VALUE => $args{Type} ); + + my %args = ( + VALUE => 'NULL', + OPERATOR => 'IS', + ENTRYAGGREGATOR => 'AND', + @_ + ); + + $plain_parts->Limit ( %args, FIELD => 'Filename' ); $plain_parts->LimitNotEmpty; # If we actully found a part, return its content From jblaine at kickflop.net Thu Nov 4 10:15:40 2010 From: jblaine at kickflop.net (Jeff Blaine) Date: Thu, 04 Nov 2010 10:15:40 -0400 Subject: [rt-users] Hardware requirements / guidelines? Message-ID: <4CD2C00C.3050805@kickflop.net> What are the minimum specifications / guidelines for hardware on which to run RT? I was unable to find anything specific in the wiki. From jblaine at kickflop.net Thu Nov 4 10:19:35 2010 From: jblaine at kickflop.net (Jeff Blaine) Date: Thu, 04 Nov 2010 10:19:35 -0400 Subject: [rt-users] 3.8.7 "Spreadsheet" is broken In-Reply-To: <20101103201647.GN616@jibsheet.com> References: <4CD175A2.2070501@kickflop.net> <20101103175956.GI16232@puppy> <4CD1B159.6080008@kickflop.net> <51390021-31BC-473F-A134-78E4E1CBE937@bitstatement.net> <20101103201647.GN616@jibsheet.com> Message-ID: <4CD2C0F7.8030603@kickflop.net> > Without a sample of what is wrong, or a better description of the bug, > I have to assume that the original reporter either wants to come up to > 3.8.8 or apply 1f4fa271b9e9c78104257f729f3046f9c30694e0 which fixes a > bug where the column headers and column bodies might not be in sync. > > -kevin Thanks for the replies, all. It was a bug in RT, fixed in 3.8.8. This is fixed by changing the offending character in share/html/Search/Results.tsv (the only difference in that file between 3.8.7 and 3.8.8). I suspect that's what 1f4fa271b9e9c78104257f729f3046f9c30694e0 entails. From kris_germann at 295.ca Thu Nov 4 10:27:06 2010 From: kris_germann at 295.ca (Kris Germann) Date: Thu, 04 Nov 2010 10:27:06 -0400 Subject: [rt-users] Creating child tickets from custom field In-Reply-To: <4CD20899.2050907@295.ca> References: <4CD20899.2050907@295.ca> Message-ID: <4CD2C2BA.5040305@295.ca> Here's where I got my info from, but some clarification would be nice: http://wiki.bestpractical.com/view/WorkFlow Kris On 11/03/2010 09:12 PM, Kris Germann wrote: > Evening everyone, > > I have a few questions that I hope you can answer, > > I have created a custom field labelled 'Send to:', where there is a > drop down list naming several queues. > > What I'm wondering is when I select a queue from the custom field > (Send To:) and update the ticket, if it could then create a child > ticket in the queue selected with the content that current reply / > comment. > > Let me know if you need more clarification, > > Kris > -------------- next part -------------- An HTML attachment was scrubbed... URL: From sgsax at ksu.edu Thu Nov 4 11:21:53 2010 From: sgsax at ksu.edu (Seth Galitzer) Date: Thu, 04 Nov 2010 10:21:53 -0500 Subject: [rt-users] Hardware requirements / guidelines? In-Reply-To: <4CD2C00C.3050805@kickflop.net> References: <4CD2C00C.3050805@kickflop.net> Message-ID: <4CD2CF91.1070804@ksu.edu> RT itself doesn't take all that much. I run mine in a VM with one CPU core, 2GB RAM, and 8GB disk space. I ran into performance problems when I was also running MySQL in that same VM. Since I switched to an external db host, those problems have been completely resolved. Seth On 11/04/2010 09:15 AM, Jeff Blaine wrote: > What are the minimum specifications / guidelines for hardware > on which to run RT? > > I was unable to find anything specific in the wiki. -- Seth Galitzer Systems Coordinator Computing and Information Sciences Kansas State University http://www.cis.ksu.edu/~sgsax sgsax at ksu.edu 785-532-7790 From jnarins at seniorbridge.com Thu Nov 4 12:34:53 2010 From: jnarins at seniorbridge.com (Josh Narins) Date: Thu, 4 Nov 2010 12:34:53 -0400 Subject: [rt-users] Bug? in Permissions with Custom Fields -> Fill in One Text Area Message-ID: I would expect "ModifyCustomField" to be the only permission required to change the value of a Custom Field's value. This is what happens when I enter three lines of text and save our "Fill in one text area" Custom Field: # Thu Nov 04 12:10:32 2010 Joshua Narins - CustomFieldName oldvalues changed to line1 # Thu Nov 04 12:10:32 2010 Joshua Narins - CustomFieldName line1 changed to line2 # Thu Nov 04 12:10:32 2010 Joshua Narins - CustomFieldName line2 changed to line3 Three changes in one second, replacing one line at a time. When I give myself AssignCustomField and try again it works. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] ________________________________ SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Nov 4 12:38:49 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 4 Nov 2010 12:38:49 -0400 Subject: [rt-users] RT::Authen::ExternalAuth and multiple LDAP servers In-Reply-To: <4CD2851E.7060804@sgul.ac.uk> References: <1288738978.2215.1403283535@webmail.messagingengine.com> <4CD12E39.3080107@sgul.ac.uk> <1288805053.12840.1403426093@webmail.messagingengine.com> <4CD2851E.7060804@sgul.ac.uk> Message-ID: <20101104163849.GO616@jibsheet.com> While your debugging steps for Nick are sound, I'd just like to point out that these three configs: On Thu, Nov 04, 2010 at 10:04:14AM +0000, Giuseppe Sollazzo wrote: > 2) what's your configuration as far as the following is concerned: > Set($WebExternalAuth , 1); > Set($WebFallbackToInternalAuth , 1); > Set($WebExternalAuto , 1); Are for RT's external auth (using REMOTE_USER from apache). They aren't used by RT::Authen::ExternalAuth -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From joe.casadonte at oracle.com Thu Nov 4 12:39:45 2010 From: joe.casadonte at oracle.com (joe.casadonte at oracle.com) Date: Thu, 4 Nov 2010 09:39:45 -0700 (PDT) Subject: [rt-users] Auto Reply: Re: RT::Authen::ExternalAuth and multiple LDAP servers Message-ID: <581cffeb-ebb2-4503-af59-d2ba3c784070@default> I will be out of the office on Thursday, November 4th & Friday November 5th. I will not be checking voicemail or email. Please open a ticket with the otm-enginf team or contact Paul Hamill if you have any immediate needs. Otherwise I'll get back to you when I return. From gsollazz at sgul.ac.uk Thu Nov 4 12:41:33 2010 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Thu, 04 Nov 2010 16:41:33 +0000 Subject: [rt-users] RT::Authen::ExternalAuth and multiple LDAP servers In-Reply-To: <20101104163849.GO616@jibsheet.com> References: <1288738978.2215.1403283535@webmail.messagingengine.com> <4CD12E39.3080107@sgul.ac.uk> <1288805053.12840.1403426093@webmail.messagingengine.com> <4CD2851E.7060804@sgul.ac.uk> <20101104163849.GO616@jibsheet.com> Message-ID: <4CD2E23D.8020808@sgul.ac.uk> Erm, true. I think I got carried away :-) Thanks for pointing it out. G On 04/11/10 16:38, Kevin Falcone wrote: > While your debugging steps for Nick are sound, I'd just like to point > out that these three configs: > > On Thu, Nov 04, 2010 at 10:04:14AM +0000, Giuseppe Sollazzo wrote: > >> 2) what's your configuration as far as the following is concerned: >> Set($WebExternalAuth , 1); >> Set($WebFallbackToInternalAuth , 1); >> Set($WebExternalAuto , 1); >> > Are for RT's external auth (using REMOTE_USER from apache). They > aren't used by RT::Authen::ExternalAuth > > -kevin > -- ____________________________________ Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsollazz at sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 From trs at bestpractical.com Thu Nov 4 13:01:59 2010 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 04 Nov 2010 13:01:59 -0400 Subject: [rt-users] A new home for the wiki Message-ID: <4CD2E707.5070604@bestpractical.com> Hi folks, In the very near future we're planning to move the RT wiki from our own simple wiki software to Wikia. Moving to Wikia should help tremendously with the spam we're seeing. I've run a test conversion at http://rttest.wikia.com, and it generally looks good to us. If you use the wiki, please take a look at the test conversion and let us know of any oddities you come across so we can address them beforehand. Best, Thomas From rlankfo at gmail.com Thu Nov 4 14:10:14 2010 From: rlankfo at gmail.com (Robbie Lankford) Date: Thu, 4 Nov 2010 11:10:14 -0700 Subject: [rt-users] RT for rt.support Message-ID: When first installed RT I failed to change 'rt.support' during the installation. Now all of my tickets get 'rt.support' tagged into the subject, as well as when I am logged in I see RT for rt.support in the top left hand corner. I have dug around a bit and cannot find where to change the name of this rt instance. Does anyone know off hand where I would be able to change this? Thanks in advance for any help here -------------- next part -------------- An HTML attachment was scrubbed... URL: From khera at kcilink.com Thu Nov 4 14:11:18 2010 From: khera at kcilink.com (Vick Khera) Date: Thu, 4 Nov 2010 14:11:18 -0400 Subject: [rt-users] RT for rt.support In-Reply-To: References: Message-ID: <3E3496FC-5EFB-48C2-B2D2-FFB6F866E3DF@kcilink.com> On Nov 4, 2010, at 2:10 PM, Robbie Lankford wrote: > When first installed RT I failed to change 'rt.support' during the installation. Now all of my tickets get 'rt.support' tagged into the subject, as well as when I am logged in I see RT for rt.support in the top left hand corner. I have dug around a bit and cannot find where to change the name of this rt instance. Does anyone know off hand where I would be able to change this? Thanks in advance for any help here RT_SiteConfig.pm From jnarins at seniorbridge.com Thu Nov 4 14:15:28 2010 From: jnarins at seniorbridge.com (Josh Narins) Date: Thu, 4 Nov 2010 14:15:28 -0400 Subject: [rt-users] Bug? in something with Custom Fields -> Fill in One Text Area In-Reply-To: References: Message-ID: The reason why it worked after I changed the permissions was unrelated. I had cut and pasted and it just so happened that the lines were so long in the text area that it looked like three lines, but it was really 1 line. Any ideas why it is saving three times with a three line textarea? Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] ________________________________ SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From: Josh Narins Sent: Thursday, November 04, 2010 12:35 PM To: 'rt-users at lists.bestpractical.com' Subject: Bug? in Permissions with Custom Fields -> Fill in One Text Area I would expect "ModifyCustomField" to be the only permission required to change the value of a Custom Field's value. This is what happens when I enter three lines of text and save our "Fill in one text area" Custom Field: # Thu Nov 04 12:10:32 2010 Joshua Narins - CustomFieldName oldvalues changed to line1 # Thu Nov 04 12:10:32 2010 Joshua Narins - CustomFieldName line1 changed to line2 # Thu Nov 04 12:10:32 2010 Joshua Narins - CustomFieldName line2 changed to line3 Three changes in one second, replacing one line at a time. When I give myself AssignCustomField and try again it works. -------------- next part -------------- An HTML attachment was scrubbed... URL: From change+lists.rt at nightwind.net Thu Nov 4 14:25:30 2010 From: change+lists.rt at nightwind.net (Nick Kartsioukas) Date: Thu, 04 Nov 2010 11:25:30 -0700 Subject: [rt-users] RT::Authen::ExternalAuth and multiple LDAP servers In-Reply-To: <4CD2851E.7060804@sgul.ac.uk> References: <1288738978.2215.1403283535@webmail.messagingengine.com> <4CD12E39.3080107@sgul.ac.uk> <1288805053.12840.1403426093@webmail.messagingengine.com> <4CD2851E.7060804@sgul.ac.uk> Message-ID: <1288895130.11561.1403631465@webmail.messagingengine.com> On Thu, 04 Nov 2010 10:04:14 +0000, "Giuseppe Sollazzo" said: > there's something weird in here as we have a similar setting: 2 ldap > servers in the file. The interesting thing is that our logs don't stop > there. [snip] > Set($ExternalSettings, { > 'My_LDAP' => { > > }, > 'My_LDAP2' => { > > }, > }, > ); Hmm. I wonder if I have an errant curly-brace somewhere. I'll go through my config more closely and see if I missed something. From change+lists.rt at nightwind.net Thu Nov 4 14:42:32 2010 From: change+lists.rt at nightwind.net (Nick Kartsioukas) Date: Thu, 04 Nov 2010 11:42:32 -0700 Subject: [rt-users] RT::Authen::ExternalAuth and multiple LDAP servers In-Reply-To: <1288895130.11561.1403631465@webmail.messagingengine.com> References: <1288738978.2215.1403283535@webmail.messagingengine.com> <4CD12E39.3080107@sgul.ac.uk> <1288805053.12840.1403426093@webmail.messagingengine.com> <4CD2851E.7060804@sgul.ac.uk> <1288895130.11561.1403631465@webmail.messagingengine.com> Message-ID: <1288896152.13428.1403635239@webmail.messagingengine.com> On Thu, 04 Nov 2010 11:25:30 -0700, "Nick Kartsioukas" said: > Hmm. I wonder if I have an errant curly-brace somewhere. I'll go > through my config more closely and see if I missed something. Indeed, I had an extra set of curly-braces around the entire set of LDAP definitions. It's working right now... From bdial at rkk.com Thu Nov 4 15:23:31 2010 From: bdial at rkk.com (Brian Dial) Date: Thu, 4 Nov 2010 15:23:31 -0400 (EDT) Subject: [rt-users] httpd2-prefork segfaulting on SLES11 In-Reply-To: <1978172849.114853.1288897685514.JavaMail.root@pollux> Message-ID: <20984_1288898611_4CD30833_20984_31_1_1668579066.115112.1288898611400.JavaMail.root@pollux> i'm having problems with running RT 3.8.8 on SLES11. 4/5 times when i try to start apache it segfaults [16167.712443] httpd2-prefork[24765]: segfault at ba37a3d4 ip b742f3b1 sp bfad70a4 error 4 in libc-2.11.1.so[b7402000+15b000] when it does start, rt works fine though. i've had this on several builds i've done as i've been playing with RT. Its similar to another issue someone had with opensuse 11 (http://www.gossamer-threads.com/lists/rt/users/96624) The first build I did, I let make fixdeps do most of the work installing moduls from cpan. I did another build today where I tried to install as many modules as possible from the sles sdk cd. results were the same always. I did a strace httpd2-prefork -X and see this time(NULL) = 1288898480 semget(IPC_PRIVATE, 1, IPC_CREAT|0600) = 524291 semctl(524291, 0, IPC_64|SETVAL, 0xbff7cfd8) = 0 geteuid32() = 0 semctl(524291, 0, IPC_64|IPC_SET, 0xbff7cfa8) = 0 gettimeofday({1288898480, 105778}, NULL) = 0 write(2, "[Thu Nov 04 15:21:20 2010] [warn"..., 96) = 96 stat64("/usr/lib/perl5/vendor_perl/5.10.0/i586-linux-thread-multi/auto/DBI/DESTROY.al", 0xb793f460) = -1 ENOENT (No such file or directory) stat64("/srv/www/perl-lib/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT (No such file or directory) stat64("/opt/rt/bin/../local/lib/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT (No such file or directory) stat64("/opt/rt/bin/../lib/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT (No such file or directory) stat64("/usr/lib/perl5/5.10.0/i586-linux-thread-multi/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT (No such file or directory) stat64("/usr/lib/perl5/5.10.0/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT (No such file or directory) stat64("/usr/lib/perl5/site_perl/5.10.0/i586-linux-thread-multi/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT (No such file or directory) stat64("/usr/lib/perl5/site_perl/5.10.0/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT (No such file or directory) stat64("/usr/lib/perl5/vendor_perl/5.10.0/i586-linux-thread-multi/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT (No such file or directory) stat64("/usr/lib/perl5/vendor_perl/5.10.0/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT (No such file or directory) stat64("/usr/lib/perl5/vendor_perl/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT (No such file or directory) stat64("./auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT (No such file or directory) stat64("/srv/www/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT (No such file or directory) brk(0xba64c000) = 0xba64c000 munmap(0xb61de000, 135168) = 0 brk(0xba625000) = 0xba625000 brk(0xba602000) = 0xba602000 brk(0xba5e0000) = 0xba5e0000 brk(0xba5be000) = 0xba5be000 brk(0xba599000) = 0xba599000 munmap(0xb6ea8000, 24764) = 0 (...) munmap(0xb778c000, 8352) = 0 --- SIGSEGV (Segmentation fault) @ 0 (0) --- +++ killed by SIGSEGV +++ i'm not really sure how to interpret it. anyone have suggestions on how to diagnose/fix? Thanks brian "RK&K" and "RK&K Engineers" are registered trade names of Rummel, Klepper & Kahl, LLP, a Maryland limited liability partnership. This message contains confidential information intended only for the person or persons named above. If you have received this message in error, please immediately notify the sender by return email and delete the message. Thank you. From rlankfo at gmail.com Thu Nov 4 15:59:34 2010 From: rlankfo at gmail.com (Robbie Lankford) Date: Thu, 4 Nov 2010 12:59:34 -0700 Subject: [rt-users] RT for rt.support In-Reply-To: <3E3496FC-5EFB-48C2-B2D2-FFB6F866E3DF@kcilink.com> References: <3E3496FC-5EFB-48C2-B2D2-FFB6F866E3DF@kcilink.com> Message-ID: Thank you, that was easy enough. How do I apply changes that have been made to this file? On Thu, Nov 4, 2010 at 11:11 AM, Vick Khera wrote: > > On Nov 4, 2010, at 2:10 PM, Robbie Lankford wrote: > > > When first installed RT I failed to change 'rt.support' during the > installation. Now all of my tickets get 'rt.support' tagged into the > subject, as well as when I am logged in I see RT for rt.support in the top > left hand corner. I have dug around a bit and cannot find where to change > the name of this rt instance. Does anyone know off hand where I would be > able to change this? Thanks in advance for any help here > > RT_SiteConfig.pm > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From rlankfo at gmail.com Thu Nov 4 16:01:57 2010 From: rlankfo at gmail.com (Robbie Lankford) Date: Thu, 4 Nov 2010 13:01:57 -0700 Subject: [rt-users] RT for rt.support In-Reply-To: References: <3E3496FC-5EFB-48C2-B2D2-FFB6F866E3DF@kcilink.com> Message-ID: Actually all I had to do was restart apache, thanks so much for the help! On Thu, Nov 4, 2010 at 12:59 PM, Robbie Lankford wrote: > Thank you, that was easy enough. How do I apply changes that have been made > to this file? > > On Thu, Nov 4, 2010 at 11:11 AM, Vick Khera wrote: > >> >> On Nov 4, 2010, at 2:10 PM, Robbie Lankford wrote: >> >> > When first installed RT I failed to change 'rt.support' during the >> installation. Now all of my tickets get 'rt.support' tagged into the >> subject, as well as when I am logged in I see RT for rt.support in the top >> left hand corner. I have dug around a bit and cannot find where to change >> the name of this rt instance. Does anyone know off hand where I would be >> able to change this? Thanks in advance for any help here >> >> RT_SiteConfig.pm >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Darin.Perusich at ctg.com Thu Nov 4 16:08:17 2010 From: Darin.Perusich at ctg.com (Darin Perusich) Date: Thu, 4 Nov 2010 16:08:17 -0400 Subject: [rt-users] httpd2-prefork segfaulting on SLES11 In-Reply-To: <20984_1288898611_4CD30833_20984_31_1_1668579066.115112.1288898611400.JavaMail.root@pollux> References: <1978172849.114853.1288897685514.JavaMail.root@pollux> <20984_1288898611_4CD30833_20984_31_1_1668579066.115112.1288898611400.JavaMail.root@pollux> Message-ID: <3899DD427BF4B94BB7E9176DEFB95C8F03294742@buf-exa.ctg.com> Brian, I'm getting this same thing only on opensuse 11.3 x86_x64 running under VMware. I've been beating my head against it most of the day and making nearly zero headway. I've tried both httpd2-perfork and worker but it doesn't matter, sometimes is starts, mostly is doesn't. I see this behavior when installing the perl modules from either CPAN or the devel:languages:perl.repo. I have been able to get it to start successfully doing the follow. It's ugly but it works. - /etc/init.d/apache2 stop - mv /etc/apache2/conf.d/rt.conf /etc/apache2/conf.d/rt.off - /etc/init.d/apache2 start - mv /etc/apache2/conf.d/rt.off /etc/apache2/conf.d/rt.conf - /etc/init.d/apache2 reload SegFault errors. httpd2-worker[13254]: segfault at 7f0ed3c173e8 ip 00007f0ece748bb0 sp 00007fff60526d60 error 4 in libc-2.11.2.so[7f0ece714000+156000] httpd2-prefork[13015]: segfault at 7f87b75a1f98 ip 00007f87b20b5bb0 sp 00007fff2657f100 error 4 in libc-2.11.2.so[7f87b2081000+156000] -- Darin Perusich Email: Darin.Perusich at ctg.com Office: 716-888-3690 Cell: 716-807-4589 > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Brian Dial > Sent: Thursday, November 04, 2010 3:24 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] httpd2-prefork segfaulting on SLES11 > > i'm having problems with running RT 3.8.8 on SLES11. 4/5 times when i > try to start apache it segfaults > > > [16167.712443] httpd2-prefork[24765]: segfault at ba37a3d4 ip b742f3b1 > sp bfad70a4 error 4 in libc-2.11.1.so[b7402000+15b000] > > > when it does start, rt works fine though. i've had this on several > builds i've done as i've been playing with RT. Its similar to another > issue someone had with opensuse 11 (http://www.gossamer- > threads.com/lists/rt/users/96624) > > The first build I did, I let make fixdeps do most of the work > installing moduls from cpan. I did another build today where I tried > to install as many modules as possible from the sles sdk cd. results > were the same always. > > I did a strace httpd2-prefork -X and see this > > > time(NULL) = 1288898480 > semget(IPC_PRIVATE, 1, IPC_CREAT|0600) = 524291 > semctl(524291, 0, IPC_64|SETVAL, 0xbff7cfd8) = 0 > geteuid32() = 0 > semctl(524291, 0, IPC_64|IPC_SET, 0xbff7cfa8) = 0 > gettimeofday({1288898480, 105778}, NULL) = 0 > write(2, "[Thu Nov 04 15:21:20 2010] [warn"..., 96) = 96 > stat64("/usr/lib/perl5/vendor_perl/5.10.0/i586-linux-thread- > multi/auto/DBI/DESTROY.al", 0xb793f460) = -1 ENOENT (No such file or > directory) > stat64("/srv/www/perl-lib/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT > (No such file or directory) > stat64("/opt/rt/bin/../local/lib/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 > ENOENT (No such file or directory) > stat64("/opt/rt/bin/../lib/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 > ENOENT (No such file or directory) > stat64("/usr/lib/perl5/5.10.0/i586-linux-thread- > multi/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT (No such file or > directory) > stat64("/usr/lib/perl5/5.10.0/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 > ENOENT (No such file or directory) > stat64("/usr/lib/perl5/site_perl/5.10.0/i586-linux-thread- > multi/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT (No such file or > directory) > stat64("/usr/lib/perl5/site_perl/5.10.0/auto/DBI/DESTROY.al", > 0xbff7ca80) = -1 ENOENT (No such file or directory) > stat64("/usr/lib/perl5/vendor_perl/5.10.0/i586-linux-thread- > multi/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT (No such file or > directory) > stat64("/usr/lib/perl5/vendor_perl/5.10.0/auto/DBI/DESTROY.al", > 0xbff7ca80) = -1 ENOENT (No such file or directory) > stat64("/usr/lib/perl5/vendor_perl/auto/DBI/DESTROY.al", 0xbff7ca80) = > -1 ENOENT (No such file or directory) > stat64("./auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT (No such file > or directory) > stat64("/srv/www/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT (No such > file or directory) > brk(0xba64c000) = 0xba64c000 > munmap(0xb61de000, 135168) = 0 > brk(0xba625000) = 0xba625000 > brk(0xba602000) = 0xba602000 > brk(0xba5e0000) = 0xba5e0000 > brk(0xba5be000) = 0xba5be000 > brk(0xba599000) = 0xba599000 > munmap(0xb6ea8000, 24764) = 0 > > (...) > > > munmap(0xb778c000, 8352) = 0 > --- SIGSEGV (Segmentation fault) @ 0 (0) --- > +++ killed by SIGSEGV +++ > > > i'm not really sure how to interpret it. anyone have suggestions on > how to diagnose/fix? > > Thanks > > brian > > > "RK&K" and "RK&K Engineers" are registered trade names of Rummel, > Klepper & Kahl, LLP, a Maryland > limited liability partnership. This message contains confidential > information intended only for > the person or persons named above. If you have received this message > in error, please immediately > notify the sender by return email and delete the message. Thank you. The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you are not the intended recipient of this message, please contact the sender and delete this material from this computer. From Darin.Perusich at ctg.com Thu Nov 4 16:17:41 2010 From: Darin.Perusich at ctg.com (Darin Perusich) Date: Thu, 4 Nov 2010 16:17:41 -0400 Subject: [rt-users] httpd2-prefork segfaulting on SLES11 In-Reply-To: <3899DD427BF4B94BB7E9176DEFB95C8F03294742@buf-exa.ctg.com> References: <1978172849.114853.1288897685514.JavaMail.root@pollux><20984_1288898611_4CD30833_20984_31_1_1668579066.115112.1288898611400.JavaMail.root@pollux> <3899DD427BF4B94BB7E9176DEFB95C8F03294742@buf-exa.ctg.com> Message-ID: <3899DD427BF4B94BB7E9176DEFB95C8F0329475B@buf-exa.ctg.com> Oh, there was a similar issue on opensuse related to hald-probe-inpu seg faulting. libc-2.11.2.so is part of the glibc-32bit package which was recently updated, build date of the rpm is 27 Oct 2010. I haven't backed out of the patch but maybe it's releated. https://bugzilla.novell.com/show_bug.cgi?id=577489 http://forums.opensuse.org/english/get-help-here/pre-release-beta/441429-errors-boot.html -- Darin Perusich Email: Darin.Perusich at ctg.com Office: 716-888-3690 Cell: 716-807-4589 > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Darin Perusich > Sent: Thursday, November 04, 2010 4:08 PM > To: Brian Dial; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] httpd2-prefork segfaulting on SLES11 > > Brian, > > I'm getting this same thing only on opensuse 11.3 x86_x64 running under > VMware. I've been beating my head against it most of the day and making > nearly zero headway. I've tried both httpd2-perfork and worker but it > doesn't matter, sometimes is starts, mostly is doesn't. I see this > behavior when installing the perl modules from either CPAN or the > devel:languages:perl.repo. > > I have been able to get it to start successfully doing the follow. It's > ugly but it works. > > - /etc/init.d/apache2 stop > - mv /etc/apache2/conf.d/rt.conf /etc/apache2/conf.d/rt.off > - /etc/init.d/apache2 start > - mv /etc/apache2/conf.d/rt.off /etc/apache2/conf.d/rt.conf > - /etc/init.d/apache2 reload > > SegFault errors. > httpd2-worker[13254]: segfault at 7f0ed3c173e8 ip 00007f0ece748bb0 sp > 00007fff60526d60 error 4 in libc-2.11.2.so[7f0ece714000+156000] > httpd2-prefork[13015]: segfault at 7f87b75a1f98 ip 00007f87b20b5bb0 sp > 00007fff2657f100 error 4 in libc-2.11.2.so[7f87b2081000+156000] > > -- > Darin Perusich > Email: Darin.Perusich at ctg.com > Office: 716-888-3690 > Cell: 716-807-4589 > > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > > bounces at lists.bestpractical.com] On Behalf Of Brian Dial > > Sent: Thursday, November 04, 2010 3:24 PM > > To: rt-users at lists.bestpractical.com > > Subject: [rt-users] httpd2-prefork segfaulting on SLES11 > > > > i'm having problems with running RT 3.8.8 on SLES11. 4/5 times when > i > > try to start apache it segfaults > > > > > > [16167.712443] httpd2-prefork[24765]: segfault at ba37a3d4 ip > b742f3b1 > > sp bfad70a4 error 4 in libc-2.11.1.so[b7402000+15b000] > > > > > > when it does start, rt works fine though. i've had this on several > > builds i've done as i've been playing with RT. Its similar to > another > > issue someone had with opensuse 11 (http://www.gossamer- > > threads.com/lists/rt/users/96624) > > > > The first build I did, I let make fixdeps do most of the work > > installing moduls from cpan. I did another build today where I tried > > to install as many modules as possible from the sles sdk cd. results > > were the same always. > > > > I did a strace httpd2-prefork -X and see this > > > > > > time(NULL) = 1288898480 > > semget(IPC_PRIVATE, 1, IPC_CREAT|0600) = 524291 > > semctl(524291, 0, IPC_64|SETVAL, 0xbff7cfd8) = 0 > > geteuid32() = 0 > > semctl(524291, 0, IPC_64|IPC_SET, 0xbff7cfa8) = 0 > > gettimeofday({1288898480, 105778}, NULL) = 0 > > write(2, "[Thu Nov 04 15:21:20 2010] [warn"..., 96) = 96 > > stat64("/usr/lib/perl5/vendor_perl/5.10.0/i586-linux-thread- > > multi/auto/DBI/DESTROY.al", 0xb793f460) = -1 ENOENT (No such file or > > directory) > > stat64("/srv/www/perl-lib/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 > ENOENT > > (No such file or directory) > > stat64("/opt/rt/bin/../local/lib/auto/DBI/DESTROY.al", 0xbff7ca80) = > -1 > > ENOENT (No such file or directory) > > stat64("/opt/rt/bin/../lib/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 > > ENOENT (No such file or directory) > > stat64("/usr/lib/perl5/5.10.0/i586-linux-thread- > > multi/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT (No such file or > > directory) > > stat64("/usr/lib/perl5/5.10.0/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 > > ENOENT (No such file or directory) > > stat64("/usr/lib/perl5/site_perl/5.10.0/i586-linux-thread- > > multi/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT (No such file or > > directory) > > stat64("/usr/lib/perl5/site_perl/5.10.0/auto/DBI/DESTROY.al", > > 0xbff7ca80) = -1 ENOENT (No such file or directory) > > stat64("/usr/lib/perl5/vendor_perl/5.10.0/i586-linux-thread- > > multi/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT (No such file or > > directory) > > stat64("/usr/lib/perl5/vendor_perl/5.10.0/auto/DBI/DESTROY.al", > > 0xbff7ca80) = -1 ENOENT (No such file or directory) > > stat64("/usr/lib/perl5/vendor_perl/auto/DBI/DESTROY.al", 0xbff7ca80) > = > > -1 ENOENT (No such file or directory) > > stat64("./auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT (No such file > > or directory) > > stat64("/srv/www/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT (No > such > > file or directory) > > brk(0xba64c000) = 0xba64c000 > > munmap(0xb61de000, 135168) = 0 > > brk(0xba625000) = 0xba625000 > > brk(0xba602000) = 0xba602000 > > brk(0xba5e0000) = 0xba5e0000 > > brk(0xba5be000) = 0xba5be000 > > brk(0xba599000) = 0xba599000 > > munmap(0xb6ea8000, 24764) = 0 > > > > (...) > > > > > > munmap(0xb778c000, 8352) = 0 > > --- SIGSEGV (Segmentation fault) @ 0 (0) --- > > +++ killed by SIGSEGV +++ > > > > > > i'm not really sure how to interpret it. anyone have suggestions on > > how to diagnose/fix? > > > > Thanks > > > > brian > > > > > > "RK&K" and "RK&K Engineers" are registered trade names of Rummel, > > Klepper & Kahl, LLP, a Maryland > > limited liability partnership. This message contains confidential > > information intended only for > > the person or persons named above. If you have received this message > > in error, please immediately > > notify the sender by return email and delete the message. Thank you. > The information transmitted is intended only for the person or entity > to which > it is addressed and may contain confidential and/or privileged > material. Any > review, retransmission, dissemination or other use of, or taking of any > action > in reliance upon, this information by persons or entities other than > the > intended recipient is prohibited. If you are not the intended recipient > of this > message, please contact the sender and delete this material from this > computer. The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you are not the intended recipient of this message, please contact the sender and delete this material from this computer. From engle at 4j.lane.edu Thu Nov 4 16:45:00 2010 From: engle at 4j.lane.edu (Kurt Engle) Date: Thu, 4 Nov 2010 13:45:00 -0700 (PDT) Subject: [rt-users] Subject Tags In-Reply-To: <1526712912.1173364.1288903313126.JavaMail.root@mail3.4j.lane.edu> Message-ID: <48157760.1173532.1288903500906.JavaMail.root@mail3.4j.lane.edu> Can someone give me a quick explanation as to what 'Subject Tags' are or could be used for in a queue? Also, during my testing of 'Subject Tags' to see what they do, I enter the Subject Tag for a Q and hit save, go back into the configuration for that Q and the 'Subject Tag' is gone and nothing different shows up in tickets within that Q. I am using RT 3.8.8. Thanks -kurt -------------- next part -------------- An HTML attachment was scrubbed... URL: From wmodes at ucsc.edu Thu Nov 4 17:01:45 2010 From: wmodes at ucsc.edu (Wes Modes) Date: Thu, 04 Nov 2010 14:01:45 -0700 Subject: [rt-users] Why I am recommending 3.6 over 3.8 to my boss Message-ID: <4CD31F39.1020001@ucsc.edu> Dear Boss: I strongly recommend going with the 3.6 version of RT. The install takes a few minutes, and it otherwise meets all the requirements of our project. Migration of old queues is simple. There is cost savings in the near and long-term. There is no rpm of RT3.8 that works for RHEL (32 or 64 bit) and none seem to be forthcoming. Someday perhaps someone will put one together, but it doesn't look like anytime soon. I CAN do a manual install of RT3.8 using the Best Practical install scripts. It is not terribly hard. However, the long-term costs of this are large. The install scripts put all the binaries, configuration files, and libraries in the wrong places for RHEL/CentOS, and working outside the package manager means files could be clobbered at any time. On the other hand, the rpms for RT3.6 use the package manager and put all the config files in /etc, all the perl modules in the perl modules dir, and the various tools in /usr/bin and /usr/sbin. The non-standard install using the scripts creates recurring costs in the future as the system is significantly more difficult to update and harder to maintain, like by a factor of 50 (five minutes compared to 4 hours). Additionally, the cost of migration of old content from 3.6 to 3.8 is unknown. Again, I will install either RT3.6 or RT3.8 but I need you to understand and acknowledge the costs of the choice. Wes Thanks to Gary Greene for the info about his latest centos rpm build. From ruz at bestpractical.com Thu Nov 4 17:16:28 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 5 Nov 2010 00:16:28 +0300 Subject: [rt-users] Subject Tags In-Reply-To: <48157760.1173532.1288903500906.JavaMail.root@mail3.4j.lane.edu> References: <1526712912.1173364.1288903313126.JavaMail.root@mail3.4j.lane.edu> <48157760.1173532.1288903500906.JavaMail.root@mail3.4j.lane.edu> Message-ID: On Thu, Nov 4, 2010 at 11:45 PM, Kurt Engle wrote: > Can someone give me a quick explanation as to what 'Subject Tags' are or > could be used for in a queue? Read docs/queue_subject_tag.pod > > Also, during my testing of 'Subject Tags' to see what they do, I enter the > Subject Tag for a Q and hit save, go back into the configuration for that Q > and the 'Subject Tag' is gone and nothing different shows up in tickets > within that Q. It's a cache issue that has been fixed. > > I am using RT 3.8.8. > > Thanks > > -kurt > > > > -- Best regards, Ruslan. From kris_germann at 295.ca Thu Nov 4 17:18:14 2010 From: kris_germann at 295.ca (Kris Germann) Date: Thu, 04 Nov 2010 17:18:14 -0400 Subject: [rt-users] Subject Tags In-Reply-To: <48157760.1173532.1288903500906.JavaMail.root@mail3.4j.lane.edu> References: <48157760.1173532.1288903500906.JavaMail.root@mail3.4j.lane.edu> Message-ID: <4CD32316.3000406@295.ca> Look up. The subject tag is what appears in the subject of an outgoing email - similar to [rt-users] except it would have your ticket number in place. {$Ticket->id}] is the exact string I believe. If your rtname was set to Company A, all outgoing emails including autoreplies would show up as 'Company A #1234' depending on the ticket number. If you change your Subject Tag to 'Company A Business Inquiries', it would change all outgoing correspondence email subjects to 'Company A Business Inquiries #1234'. Kris On 11/04/2010 04:45 PM, Kurt Engle wrote: > Can someone give me a quick explanation as to what 'Subject Tags' are > or could be used for in a queue? > > Also, during my testing of 'Subject Tags' to see what they do, I enter > the Subject Tag for a Q and hit save, go back into the configuration > for that Q and the 'Subject Tag' is gone and nothing different shows > up in tickets within that Q. > > I am using RT 3.8.8. > > Thanks > > -kurt > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kris_germann at 295.ca Thu Nov 4 17:19:16 2010 From: kris_germann at 295.ca (Kris Germann) Date: Thu, 04 Nov 2010 17:19:16 -0400 Subject: [rt-users] Subject Tags In-Reply-To: <4CD32316.3000406@295.ca> References: <48157760.1173532.1288903500906.JavaMail.root@mail3.4j.lane.edu> <4CD32316.3000406@295.ca> Message-ID: <4CD32354.2080507@295.ca> I completely misinterpreted your question, Ruslans' answer is what you need ;) Kris On 11/04/2010 05:18 PM, Kris Germann wrote: > Look up. > > The subject tag is what appears in the subject of an outgoing email - > similar to [rt-users] except it would have your ticket number in place. > > {$Ticket->id}] is the exact string I believe. > > If your rtname was set to Company A, all outgoing emails including > autoreplies would show up as 'Company A #1234' depending on the ticket > number. If you change your Subject Tag to 'Company A Business > Inquiries', it would change all outgoing correspondence email subjects > to 'Company A Business Inquiries #1234'. > > Kris > > On 11/04/2010 04:45 PM, Kurt Engle wrote: >> Can someone give me a quick explanation as to what 'Subject Tags' are >> or could be used for in a queue? >> >> Also, during my testing of 'Subject Tags' to see what they do, I >> enter the Subject Tag for a Q and hit save, go back into the >> configuration for that Q and the 'Subject Tag' is gone and nothing >> different shows up in tickets within that Q. >> >> I am using RT 3.8.8. >> >> Thanks >> >> -kurt >> >> >> -------------- next part -------------- An HTML attachment was scrubbed... URL: From bdial at rkk.com Thu Nov 4 17:47:53 2010 From: bdial at rkk.com (Brian Dial) Date: Thu, 4 Nov 2010 17:47:53 -0400 (EDT) Subject: [rt-users] httpd2-prefork segfaulting on SLES11 In-Reply-To: <3899DD427BF4B94BB7E9176DEFB95C8F03294742@buf-exa.ctg.com> Message-ID: <836038710.117075.1288907273572.JavaMail.root@pollux> interesting. we're running it in vmware as well. but i'm inclined to think it's more of a suse thing than a vmware thing. thanks for the suggestions. maybe i can work that into the init script since my main concern is that it starts on boot in case the machine has to be rebooted when i'm not around to make sure apache restarts correctly. ----- Original Message ----- Brian, I'm getting this same thing only on opensuse 11.3 x86_x64 running under VMware. I've been beating my head against it most of the day and making nearly zero headway. I've tried both httpd2-perfork and worker but it doesn't matter, sometimes is starts, mostly is doesn't. I see this behavior when installing the perl modules from either CPAN or the devel:languages:perl.repo. I have been able to get it to start successfully doing the follow. It's ugly but it works. - /etc/init.d/apache2 stop - mv /etc/apache2/conf.d/rt.conf /etc/apache2/conf.d/rt.off - /etc/init.d/apache2 start - mv /etc/apache2/conf.d/rt.off /etc/apache2/conf.d/rt.conf - /etc/init.d/apache2 reload SegFault errors. httpd2-worker[13254]: segfault at 7f0ed3c173e8 ip 00007f0ece748bb0 sp 00007fff60526d60 error 4 in libc-2.11.2.so[7f0ece714000+156000] httpd2-prefork[13015]: segfault at 7f87b75a1f98 ip 00007f87b20b5bb0 sp 00007fff2657f100 error 4 in libc-2.11.2.so[7f87b2081000+156000] -- Darin Perusich Email: Darin.Perusich at ctg.com Office: 716-888-3690 Cell: 716-807-4589 > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Brian Dial > Sent: Thursday, November 04, 2010 3:24 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] httpd2-prefork segfaulting on SLES11 > > i'm having problems with running RT 3.8.8 on SLES11. 4/5 times when i > try to start apache it segfaults > > > [16167.712443] httpd2-prefork[24765]: segfault at ba37a3d4 ip b742f3b1 > sp bfad70a4 error 4 in libc-2.11.1.so[b7402000+15b000] > > > when it does start, rt works fine though. i've had this on several > builds i've done as i've been playing with RT. Its similar to another > issue someone had with opensuse 11 (http://www.gossamer- > threads.com/lists/rt/users/96624) > > The first build I did, I let make fixdeps do most of the work > installing moduls from cpan. I did another build today where I tried > to install as many modules as possible from the sles sdk cd. results > were the same always. > > I did a strace httpd2-prefork -X and see this > > > time(NULL) = 1288898480 > semget(IPC_PRIVATE, 1, IPC_CREAT|0600) = 524291 > semctl(524291, 0, IPC_64|SETVAL, 0xbff7cfd8) = 0 > geteuid32() = 0 > semctl(524291, 0, IPC_64|IPC_SET, 0xbff7cfa8) = 0 > gettimeofday({1288898480, 105778}, NULL) = 0 > write(2, "[Thu Nov 04 15:21:20 2010] [warn"..., 96) = 96 > stat64("/usr/lib/perl5/vendor_perl/5.10.0/i586-linux-thread- > multi/auto/DBI/DESTROY.al", 0xb793f460) = -1 ENOENT (No such file or > directory) > stat64("/srv/www/perl-lib/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT > (No such file or directory) > stat64("/opt/rt/bin/../local/lib/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 > ENOENT (No such file or directory) > stat64("/opt/rt/bin/../lib/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 > ENOENT (No such file or directory) > stat64("/usr/lib/perl5/5.10.0/i586-linux-thread- > multi/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT (No such file or > directory) > stat64("/usr/lib/perl5/5.10.0/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 > ENOENT (No such file or directory) > stat64("/usr/lib/perl5/site_perl/5.10.0/i586-linux-thread- > multi/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT (No such file or > directory) > stat64("/usr/lib/perl5/site_perl/5.10.0/auto/DBI/DESTROY.al", > 0xbff7ca80) = -1 ENOENT (No such file or directory) > stat64("/usr/lib/perl5/vendor_perl/5.10.0/i586-linux-thread- > multi/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT (No such file or > directory) > stat64("/usr/lib/perl5/vendor_perl/5.10.0/auto/DBI/DESTROY.al", > 0xbff7ca80) = -1 ENOENT (No such file or directory) > stat64("/usr/lib/perl5/vendor_perl/auto/DBI/DESTROY.al", 0xbff7ca80) = > -1 ENOENT (No such file or directory) > stat64("./auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT (No such file > or directory) > stat64("/srv/www/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT (No such > file or directory) > brk(0xba64c000) = 0xba64c000 > munmap(0xb61de000, 135168) = 0 > brk(0xba625000) = 0xba625000 > brk(0xba602000) = 0xba602000 > brk(0xba5e0000) = 0xba5e0000 > brk(0xba5be000) = 0xba5be000 > brk(0xba599000) = 0xba599000 > munmap(0xb6ea8000, 24764) = 0 > > (...) > > > munmap(0xb778c000, 8352) = 0 > --- SIGSEGV (Segmentation fault) @ 0 (0) --- > +++ killed by SIGSEGV +++ > > > i'm not really sure how to interpret it. anyone have suggestions on > how to diagnose/fix? > > Thanks > > brian > > > "RK&K" and "RK&K Engineers" are registered trade names of Rummel, > Klepper & Kahl, LLP, a Maryland > limited liability partnership. This message contains confidential > information intended only for > the person or persons named above. If you have received this message > in error, please immediately > notify the sender by return email and delete the message. Thank you. The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you are not the intended recipient of this message, please contact the sender and delete this material from this computer. From jarends at illinois.edu Thu Nov 4 17:48:23 2010 From: jarends at illinois.edu (John Arends) Date: Thu, 04 Nov 2010 16:48:23 -0500 Subject: [rt-users] Why I am recommending 3.6 over 3.8 to my boss In-Reply-To: <4CD31F39.1020001@ucsc.edu> References: <4CD31F39.1020001@ucsc.edu> Message-ID: <4CD32A27.8090003@illinois.edu> Migration from 3.6 to 3.8 is a non-issue. It is easy, and not even worth considering as a problem. It isn't any more difficult to move from 3.6 to 3.8 as it is to move from 3.6.x to 3.6.y. We were stuck on the RPM issue for a while, but I stopped caring. I don't trust the RPMs produced for 3.6 since they're not from Best Practical and their quality is unknown. The real issue is managing all the CPAN modules, not maintaining RT. Usually updating RHEL's Perl breaks RT, but it is easy to fix if you have a test system you perform all the upgrades on first. There are too many features that we use in 3.8.x to make sticking to 3.6 make any sense. On 11/4/10 4:01 PM, Wes Modes wrote: > Dear Boss: > > I strongly recommend going with the 3.6 version of RT. The install takes a few minutes, and it otherwise meets all the requirements of our project. Migration of old queues is simple. There is cost savings in the near and long-term. > > There is no rpm of RT3.8 that works for RHEL (32 or 64 bit) and none seem to be forthcoming. Someday perhaps someone will put one together, but it doesn't look like anytime soon. > > I CAN do a manual install of RT3.8 using the Best Practical install scripts. It is not terribly hard. However, the long-term costs of this are large. The install scripts put all the binaries, configuration files, and libraries in the wrong places for RHEL/CentOS, and working outside the package manager means files could be clobbered at any time. On the other hand, the rpms for RT3.6 use the package manager and put all the config files in /etc, all the perl modules in the perl modules dir, and the various tools in /usr/bin and /usr/sbin. The non-standard install using the scripts creates recurring costs in the future as the system is significantly more difficult to update and harder to maintain, like by a factor of 50 (five minutes compared to 4 hours). > > Additionally, the cost of migration of old content from 3.6 to 3.8 is unknown. > > Again, I will install either RT3.6 or RT3.8 but I need you to understand > and acknowledge the costs of the choice. > > Wes > > > Thanks to Gary Greene for the info about his latest centos rpm build. > -- John Arends jarends at illinois.edu Network Analyst College of ACES ITCS University of Illinois at Urbana-Champaign From ruz at bestpractical.com Thu Nov 4 20:57:17 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 5 Nov 2010 03:57:17 +0300 Subject: [rt-users] [Rt-devel] A new home for the wiki In-Reply-To: <4CD2E707.5070604@bestpractical.com> References: <4CD2E707.5070604@bestpractical.com> Message-ID: Hi, Skip some pages on import using name match, for example "car shipping". Don't import empty pages: http://rttest.wikia.com/index.php?title=Special:ShortPages&limit=500&offset=0 I spotted a few pages that loose content during move. It's not importer issue, but pages on the current wiki are emptied by incident. Is there way to import history as well? On Thu, Nov 4, 2010 at 8:01 PM, Thomas Sibley wrote: > Hi folks, > > In the very near future we're planning to move the RT wiki from our own > simple wiki software to Wikia. ?Moving to Wikia should help tremendously > with the spam we're seeing. ?I've run a test conversion at > http://rttest.wikia.com, and it generally looks good to us. ?If you use > the wiki, please take a look at the test conversion and let us know of > any oddities you come across so we can address them beforehand. > > Best, > Thomas > _______________________________________________ > List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel > -- Best regards, Ruslan. From stuart.browne at ausregistry.com.au Thu Nov 4 22:50:55 2010 From: stuart.browne at ausregistry.com.au (Stuart Browne) Date: Fri, 5 Nov 2010 13:50:55 +1100 Subject: [rt-users] Hardware requirements / guidelines? In-Reply-To: <4CD2C00C.3050805@kickflop.net> References: <4CD2C00C.3050805@kickflop.net> Message-ID: <8CEF048B9EC83748B1517DC64EA130FB43C2D18841@off-win2003-01.ausregistrygroup.local> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Jeff Blaine > Sent: Friday, 5 November 2010 1:16 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Hardware requirements / guidelines? > > What are the minimum specifications / guidelines for hardware on which to > run RT? > > I was unable to find anything specific in the wiki. It depends heavily upon how many users you intend to have and how many tickets you expect created. If the numbers are small (less than a 40 or so privileged users, only a few hundred tickets a week), a small VM is just fine (as Seth mentioned). RT its self is just a small web application. The database it uses on the other hand can get large and unwieldy; the database requires considerably more resources than RT. We have about 30 privileged users, don't use SelfService bug to through about 1000-1000 tickets a week. We use a Pentium D (older workstation model) server with 4GB of memory for both front end and database. We use MySQL for RT's database, it is about 1.5GB and has about 40,000 tickets. The machine isn't pushed hard. Stuart From robert.grasso+nv at cedrat.com Fri Nov 5 05:26:55 2010 From: robert.grasso+nv at cedrat.com (Robert Grasso) Date: Fri, 5 Nov 2010 10:26:55 +0100 Subject: [rt-users] Why I am recommending 3.6 over 3.8 to my boss In-Reply-To: <4CD31F39.1020001@ucsc.edu> References: <4CD31F39.1020001@ucsc.edu> Message-ID: Hello, I have recently installed RT 3.8.7 on CentOS 5 (main RHEL clone), after several previous upgrades. The rpm you mention did not fit our requirements. This is my own opinion : as you increase your Unix/Linux/RedHat skills, you will feel less concerned by such issues. BTW : the Best Practical installation scripts install RT in /opt, which is a standard location for extra software, according to the Filesystem Hierarchy Standard http://www.pathname.com/fhs/ http://www.pathname.com/fhs/pub/fhs-2.3.html#OPTADDONAPPLICATIONSOFTWAREPACKAGES So their decision of installing RT in /opt is pretty compliant. Besides, to me, maintaining the non-RedHat Perl modules is quite straightforward, using the Best Practical : make testeps make fixdeps and of course, there is a slight burden, each time perl is updated by yum, I must install Scalar::Util from CPAN by hand again - this has been painful the first time, now I am warned and it does not cost anything more on upgrades. Regards --- Robert GRASSO ? System engineer CEDRAT S.A. 15 Chemin de Malacher - Inovall?e - 38246 MEYLAN cedex - FRANCE Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30 mailto:robert.grasso at cedrat.com - http://www.cedrat.com > -----Message d'origine----- > De : rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] De la part > de Wes Modes > Envoy? : 4 novembre 2010 22:02 > ? : RT Users > Objet : [rt-users] Why I am recommending 3.6 over 3.8 to my boss > > Dear Boss: > > I strongly recommend going with the 3.6 version of RT. The > install takes a few minutes, and it otherwise meets all the > requirements of our project. Migration of old queues is > simple. There is cost savings in the near and long-term. > > There is no rpm of RT3.8 that works for RHEL (32 or 64 bit) > and none seem to be forthcoming. Someday perhaps someone > will put one together, but it doesn't look like anytime soon. > > I CAN do a manual install of RT3.8 using the Best Practical > install scripts. It is not terribly hard. However, the > long-term costs of this are large. The install scripts put > all the binaries, configuration files, and libraries in the > wrong places for RHEL/CentOS, and working outside the package > manager means files could be clobbered at any time. On the > other hand, the rpms for RT3.6 use the package manager and > put all the config files in /etc, all the perl modules in the > perl modules dir, and the various tools in /usr/bin and > /usr/sbin. The non-standard install using the scripts > creates recurring costs in the future as the system is > significantly more difficult to update and harder to > maintain, like by a factor of 50 (five minutes compared to 4 hours). > > Additionally, the cost of migration of old content from 3.6 > to 3.8 is unknown. > > Again, I will install either RT3.6 or RT3.8 but I need you to > understand > and acknowledge the costs of the choice. > > Wes > > > Thanks to Gary Greene for the info about his latest centos rpm build. > From khera at kcilink.com Fri Nov 5 08:11:28 2010 From: khera at kcilink.com (Vick Khera) Date: Fri, 5 Nov 2010 08:11:28 -0400 Subject: [rt-users] Why I am recommending 3.6 over 3.8 to my boss In-Reply-To: References: <4CD31F39.1020001@ucsc.edu> Message-ID: On Nov 5, 2010, at 5:26 AM, Robert Grasso wrote: > This is my own opinion : as you increase your Unix/Linux/RedHat skills, you will feel less concerned by such issues. As you increase the number of systems you need to manage, you will feel more concerned by such issues. A good package manager to manage all of your software is essential to configuration management on a large scale. We even go so far as to make internal packages of our own software to deploy to the servers -- nothing is manually done, except for the one-off office server which does the file/mail serving. As you note later in your message, you have to manually go in and fix up things when you upgrade other parts of your system. This is the job of your package manager. It does not scale to do this by hand. From Darin.Perusich at ctg.com Fri Nov 5 08:43:58 2010 From: Darin.Perusich at ctg.com (Darin Perusich) Date: Fri, 5 Nov 2010 08:43:58 -0400 Subject: [rt-users] httpd2-prefork segfaulting on SLES11 In-Reply-To: <836038710.117075.1288907273572.JavaMail.root@pollux> References: <3899DD427BF4B94BB7E9176DEFB95C8F03294742@buf-exa.ctg.com> <836038710.117075.1288907273572.JavaMail.root@pollux> Message-ID: <3899DD427BF4B94BB7E9176DEFB95C8F03294884@buf-exa.ctg.com> I setup RT on my home PC last night, opensuse 11.2, and I'm seeing the same seg fault it so that tells me it's not vmware. Are you running via mod_perl or fastcgi? I'm using mod_perl and my next move was to try fastcgi. -- Darin Perusich Email: Darin.Perusich at ctg.com Office: 716-888-3690 Cell: 716-807-4589 > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Brian Dial > Sent: Thursday, November 04, 2010 5:48 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] httpd2-prefork segfaulting on SLES11 > > interesting. we're running it in vmware as well. but i'm inclined to > think it's more of a suse thing than a vmware thing. thanks for the > suggestions. maybe i can work that into the init script since my main > concern is that it starts on boot in case the machine has to be > rebooted when i'm not around to make sure apache restarts correctly. > > ----- Original Message ----- > Brian, > > I'm getting this same thing only on opensuse 11.3 x86_x64 running under > VMware. I've been beating my head against it most of the day and making > nearly zero headway. I've tried both httpd2-perfork and worker but it > doesn't matter, sometimes is starts, mostly is doesn't. I see this > behavior when installing the perl modules from either CPAN or the > devel:languages:perl.repo. > > I have been able to get it to start successfully doing the follow. It's > ugly but it works. > > - /etc/init.d/apache2 stop > - mv /etc/apache2/conf.d/rt.conf /etc/apache2/conf.d/rt.off > - /etc/init.d/apache2 start > - mv /etc/apache2/conf.d/rt.off /etc/apache2/conf.d/rt.conf > - /etc/init.d/apache2 reload > > SegFault errors. > httpd2-worker[13254]: segfault at 7f0ed3c173e8 ip 00007f0ece748bb0 sp > 00007fff60526d60 error 4 in libc-2.11.2.so[7f0ece714000+156000] > httpd2-prefork[13015]: segfault at 7f87b75a1f98 ip 00007f87b20b5bb0 sp > 00007fff2657f100 error 4 in libc-2.11.2.so[7f87b2081000+156000] > > -- > Darin Perusich > Email: Darin.Perusich at ctg.com > Office: 716-888-3690 > Cell: 716-807-4589 > > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > > bounces at lists.bestpractical.com] On Behalf Of Brian Dial > > Sent: Thursday, November 04, 2010 3:24 PM > > To: rt-users at lists.bestpractical.com > > Subject: [rt-users] httpd2-prefork segfaulting on SLES11 > > > > i'm having problems with running RT 3.8.8 on SLES11. 4/5 times when > i > > try to start apache it segfaults > > > > > > [16167.712443] httpd2-prefork[24765]: segfault at ba37a3d4 ip > b742f3b1 > > sp bfad70a4 error 4 in libc-2.11.1.so[b7402000+15b000] > > > > > > when it does start, rt works fine though. i've had this on several > > builds i've done as i've been playing with RT. Its similar to > another > > issue someone had with opensuse 11 (http://www.gossamer- > > threads.com/lists/rt/users/96624) > > > > The first build I did, I let make fixdeps do most of the work > > installing moduls from cpan. I did another build today where I tried > > to install as many modules as possible from the sles sdk cd. results > > were the same always. > > > > I did a strace httpd2-prefork -X and see this > > > > > > time(NULL) = 1288898480 > > semget(IPC_PRIVATE, 1, IPC_CREAT|0600) = 524291 > > semctl(524291, 0, IPC_64|SETVAL, 0xbff7cfd8) = 0 > > geteuid32() = 0 > > semctl(524291, 0, IPC_64|IPC_SET, 0xbff7cfa8) = 0 > > gettimeofday({1288898480, 105778}, NULL) = 0 > > write(2, "[Thu Nov 04 15:21:20 2010] [warn"..., 96) = 96 > > stat64("/usr/lib/perl5/vendor_perl/5.10.0/i586-linux-thread- > > multi/auto/DBI/DESTROY.al", 0xb793f460) = -1 ENOENT (No such file or > > directory) > > stat64("/srv/www/perl-lib/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 > ENOENT > > (No such file or directory) > > stat64("/opt/rt/bin/../local/lib/auto/DBI/DESTROY.al", 0xbff7ca80) = > -1 > > ENOENT (No such file or directory) > > stat64("/opt/rt/bin/../lib/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 > > ENOENT (No such file or directory) > > stat64("/usr/lib/perl5/5.10.0/i586-linux-thread- > > multi/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT (No such file or > > directory) > > stat64("/usr/lib/perl5/5.10.0/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 > > ENOENT (No such file or directory) > > stat64("/usr/lib/perl5/site_perl/5.10.0/i586-linux-thread- > > multi/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT (No such file or > > directory) > > stat64("/usr/lib/perl5/site_perl/5.10.0/auto/DBI/DESTROY.al", > > 0xbff7ca80) = -1 ENOENT (No such file or directory) > > stat64("/usr/lib/perl5/vendor_perl/5.10.0/i586-linux-thread- > > multi/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT (No such file or > > directory) > > stat64("/usr/lib/perl5/vendor_perl/5.10.0/auto/DBI/DESTROY.al", > > 0xbff7ca80) = -1 ENOENT (No such file or directory) > > stat64("/usr/lib/perl5/vendor_perl/auto/DBI/DESTROY.al", 0xbff7ca80) > = > > -1 ENOENT (No such file or directory) > > stat64("./auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT (No such file > > or directory) > > stat64("/srv/www/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT (No > such > > file or directory) > > brk(0xba64c000) = 0xba64c000 > > munmap(0xb61de000, 135168) = 0 > > brk(0xba625000) = 0xba625000 > > brk(0xba602000) = 0xba602000 > > brk(0xba5e0000) = 0xba5e0000 > > brk(0xba5be000) = 0xba5be000 > > brk(0xba599000) = 0xba599000 > > munmap(0xb6ea8000, 24764) = 0 > > > > (...) > > > > > > munmap(0xb778c000, 8352) = 0 > > --- SIGSEGV (Segmentation fault) @ 0 (0) --- > > +++ killed by SIGSEGV +++ > > > > > > i'm not really sure how to interpret it. anyone have suggestions on > > how to diagnose/fix? > > > > Thanks > > > > brian > > > > > > "RK&K" and "RK&K Engineers" are registered trade names of Rummel, > > Klepper & Kahl, LLP, a Maryland > > limited liability partnership. This message contains confidential > > information intended only for > > the person or persons named above. If you have received this message > > in error, please immediately > > notify the sender by return email and delete the message. Thank you. > The information transmitted is intended only for the person or entity > to which > it is addressed and may contain confidential and/or privileged > material. Any > review, retransmission, dissemination or other use of, or taking of any > action > in reliance upon, this information by persons or entities other than > the > intended recipient is prohibited. If you are not the intended recipient > of this > message, please contact the sender and delete this material from this > computer. The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you are not the intended recipient of this message, please contact the sender and delete this material from this computer. From robert at timetraveller.org Thu Nov 4 21:17:39 2010 From: robert at timetraveller.org (Robert Brockway) Date: Thu, 4 Nov 2010 21:17:39 -0400 (EDT) Subject: [rt-users] Why I am recommending 3.6 over 3.8 to my boss In-Reply-To: <4CD31F39.1020001@ucsc.edu> References: <4CD31F39.1020001@ucsc.edu> Message-ID: On Thu, 4 Nov 2010, Wes Modes wrote: > I CAN do a manual install of RT3.8 using the Best Practical install > scripts. It is not terribly hard. However, the long-term costs of this Hi Wes. One of the biggest problems here is often over-looked. When you build the app yourself you are taking over management of security updates, rather than relying on the distro maintainer to do it (but you should always keep an eye on report of serious vulnerabilities anyway). > are large. The install scripts put all the binaries, configuration > files, and libraries in the wrong places for RHEL/CentOS, and working > outside the package manager means files could be clobbered at any time. Package manager should completely avoid touching some parts of the file system including /opt and /usr/local. This is deliberate to avoid exactly this problem (custom apps being clobbered). I always try to keep custom modifications to a minimum because of the increased security overhead. If I have to build a custom app I will normally try to put it on a dedicated virtual box so that any customisations I have to do don't effect other apps (but then I make extensive use of virtualisation anyway). > Additionally, the cost of migration of old content from 3.6 to 3.8 is unknown. And check your data throughly after the upgrade. More than once I've seen upgrades appear to go successfully but have problems discovered later - when it is too late to go back. Cheers, Rob -- Email: robert at timetraveller.org Linux counter ID #16440 IRC: Solver (OFTC & Freenode) Web: http://www.practicalsysadmin.com Contributing member of Software in the Public Interest (http://spi-inc.org/) Open Source: The revolution that silently changed the world From jnarins at seniorbridge.com Fri Nov 5 08:59:10 2010 From: jnarins at seniorbridge.com (Josh Narins) Date: Fri, 5 Nov 2010 08:59:10 -0400 Subject: [rt-users] Why I am recommending 3.6 over 3.8 to my boss In-Reply-To: <4CD31F39.1020001@ucsc.edu> References: <4CD31F39.1020001@ucsc.edu> Message-ID: > I CAN do a manual install of RT3.8 using the Best Practical install > scripts. It is not terribly hard. However, the long-term costs of > this are large. The install scripts put all the binaries, > configuration files, and libraries in the wrong places for RHEL/CentOS, > and working outside the package manager means files could be clobbered > at any time. They are never clobbered with: ./configure --prefix=/opt/local My /opt/local is more complicated, and I have a couple directories like this: ./builds/rt/rt-3.8.8 and ./Sources/rt/rt-3.8.8. In the latter directory I execute > ./configure --prefix=/opt/local/builds/rt/rt-3.8 Then I softlink /opt/local/builds/rt/rt-3.8.8 to /opt/local/rt and run a script I wrote which symlinks everything under each subdirectory of /opt/local/builds/rt/rt-3.8.8 to /opt/local/bin, /opt/local/etc, et cetera. I end up with /opt/local/etc/RT_Config.pm -> /opt/local/builds/rt/rt-3.8.8/etc/RT_Config.pm Technically, when I need to migrate a package to a new version, the first steps (unpack and install) will not affect anything and I just change the symlinks and rerun my script. In fact, the reverse course is even easier than normal package managers, since I just restore the original symlinks and I am back to the old configuration. I only do this for code for production use. I do not do this for any system libraries. Personally I was never comfortable with the idea of my Operating System deciding when to upgrade apache for me. Currently, for RT, I have perl, postgresql, apache, mod_perl and rt installed this way. I get to use perl-5.12.2 as a bonus. This lets me use "say", "given/when" and named captures in regular expressions, all new with 5.10. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnarins at seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From khera at kcilink.com Fri Nov 5 09:04:07 2010 From: khera at kcilink.com (Vick Khera) Date: Fri, 5 Nov 2010 09:04:07 -0400 Subject: [rt-users] Why I am recommending 3.6 over 3.8 to my boss In-Reply-To: References: <4CD31F39.1020001@ucsc.edu> Message-ID: <00F952A3-B8B4-495F-82BD-46A9AF3C534F@kcilink.com> On Nov 5, 2010, at 8:59 AM, Josh Narins wrote: > They are never clobbered with: > > ./configure --prefix=/opt/local so now you need your own private copy of perl in /opt/local as well.... else the package system may clobber your perl modules installed by hand too. It becomes a very tangled web when you have some stuff manually installed and some by packages, were the manual stuff is intermixed with the packages, like CPAN installation of modules. From ktm at rice.edu Fri Nov 5 09:07:26 2010 From: ktm at rice.edu (Kenneth Marshall) Date: Fri, 5 Nov 2010 08:07:26 -0500 Subject: [rt-users] Why I am recommending 3.6 over 3.8 to my boss In-Reply-To: <00F952A3-B8B4-495F-82BD-46A9AF3C534F@kcilink.com> References: <4CD31F39.1020001@ucsc.edu> <00F952A3-B8B4-495F-82BD-46A9AF3C534F@kcilink.com> Message-ID: <20101105130726.GO27429@aart.is.rice.edu> On Fri, Nov 05, 2010 at 09:04:07AM -0400, Vick Khera wrote: > On Nov 5, 2010, at 8:59 AM, Josh Narins wrote: > > > They are never clobbered with: > > > > ./configure --prefix=/opt/local > > so now you need your own private copy of perl in /opt/local as well.... else the package system may clobber your perl modules installed by hand too. It becomes a very tangled web when you have some stuff manually installed and some by packages, were the manual stuff is intermixed with the packages, like CPAN installation of modules. No, you can use the system perl and put the modules that you/RT needs in the /opt/local area. We do that for many different packages already to isolate them from auto-updates of vendor packages. Cheers, Ken From bdial at rkk.com Fri Nov 5 09:09:15 2010 From: bdial at rkk.com (Brian Dial) Date: Fri, 5 Nov 2010 09:09:15 -0400 (EDT) Subject: [rt-users] httpd2-prefork segfaulting on SLES11 In-Reply-To: <3899DD427BF4B94BB7E9176DEFB95C8F03294884@buf-exa.ctg.com> Message-ID: <1891251126.120706.1288962555562.JavaMail.root@pollux> mod_perl. fastcgi looked rather complicated so i was hoping to avoid that ----- Original Message ----- I setup RT on my home PC last night, opensuse 11.2, and I'm seeing the same seg fault it so that tells me it's not vmware. Are you running via mod_perl or fastcgi? I'm using mod_perl and my next move was to try fastcgi. -- Darin Perusich Email: Darin.Perusich at ctg.com Office: 716-888-3690 Cell: 716-807-4589 > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Brian Dial > Sent: Thursday, November 04, 2010 5:48 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] httpd2-prefork segfaulting on SLES11 > > interesting. we're running it in vmware as well. but i'm inclined to > think it's more of a suse thing than a vmware thing. thanks for the > suggestions. maybe i can work that into the init script since my main > concern is that it starts on boot in case the machine has to be > rebooted when i'm not around to make sure apache restarts correctly. > > ----- Original Message ----- > Brian, > > I'm getting this same thing only on opensuse 11.3 x86_x64 running under > VMware. I've been beating my head against it most of the day and making > nearly zero headway. I've tried both httpd2-perfork and worker but it > doesn't matter, sometimes is starts, mostly is doesn't. I see this > behavior when installing the perl modules from either CPAN or the > devel:languages:perl.repo. > > I have been able to get it to start successfully doing the follow. It's > ugly but it works. > > - /etc/init.d/apache2 stop > - mv /etc/apache2/conf.d/rt.conf /etc/apache2/conf.d/rt.off > - /etc/init.d/apache2 start > - mv /etc/apache2/conf.d/rt.off /etc/apache2/conf.d/rt.conf > - /etc/init.d/apache2 reload > > SegFault errors. > httpd2-worker[13254]: segfault at 7f0ed3c173e8 ip 00007f0ece748bb0 sp > 00007fff60526d60 error 4 in libc-2.11.2.so[7f0ece714000+156000] > httpd2-prefork[13015]: segfault at 7f87b75a1f98 ip 00007f87b20b5bb0 sp > 00007fff2657f100 error 4 in libc-2.11.2.so[7f87b2081000+156000] > > -- > Darin Perusich > Email: Darin.Perusich at ctg.com > Office: 716-888-3690 > Cell: 716-807-4589 > > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > > bounces at lists.bestpractical.com] On Behalf Of Brian Dial > > Sent: Thursday, November 04, 2010 3:24 PM > > To: rt-users at lists.bestpractical.com > > Subject: [rt-users] httpd2-prefork segfaulting on SLES11 > > > > i'm having problems with running RT 3.8.8 on SLES11. 4/5 times when > i > > try to start apache it segfaults > > > > > > [16167.712443] httpd2-prefork[24765]: segfault at ba37a3d4 ip > b742f3b1 > > sp bfad70a4 error 4 in libc-2.11.1.so[b7402000+15b000] > > > > > > when it does start, rt works fine though. i've had this on several > > builds i've done as i've been playing with RT. Its similar to > another > > issue someone had with opensuse 11 (http://www.gossamer- > > threads.com/lists/rt/users/96624) > > > > The first build I did, I let make fixdeps do most of the work > > installing moduls from cpan. I did another build today where I tried > > to install as many modules as possible from the sles sdk cd. results > > were the same always. > > > > I did a strace httpd2-prefork -X and see this > > > > > > time(NULL) = 1288898480 > > semget(IPC_PRIVATE, 1, IPC_CREAT|0600) = 524291 > > semctl(524291, 0, IPC_64|SETVAL, 0xbff7cfd8) = 0 > > geteuid32() = 0 > > semctl(524291, 0, IPC_64|IPC_SET, 0xbff7cfa8) = 0 > > gettimeofday({1288898480, 105778}, NULL) = 0 > > write(2, "[Thu Nov 04 15:21:20 2010] [warn"..., 96) = 96 > > stat64("/usr/lib/perl5/vendor_perl/5.10.0/i586-linux-thread- > > multi/auto/DBI/DESTROY.al", 0xb793f460) = -1 ENOENT (No such file or > > directory) > > stat64("/srv/www/perl-lib/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 > ENOENT > > (No such file or directory) > > stat64("/opt/rt/bin/../local/lib/auto/DBI/DESTROY.al", 0xbff7ca80) = > -1 > > ENOENT (No such file or directory) > > stat64("/opt/rt/bin/../lib/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 > > ENOENT (No such file or directory) > > stat64("/usr/lib/perl5/5.10.0/i586-linux-thread- > > multi/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT (No such file or > > directory) > > stat64("/usr/lib/perl5/5.10.0/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 > > ENOENT (No such file or directory) > > stat64("/usr/lib/perl5/site_perl/5.10.0/i586-linux-thread- > > multi/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT (No such file or > > directory) > > stat64("/usr/lib/perl5/site_perl/5.10.0/auto/DBI/DESTROY.al", > > 0xbff7ca80) = -1 ENOENT (No such file or directory) > > stat64("/usr/lib/perl5/vendor_perl/5.10.0/i586-linux-thread- > > multi/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT (No such file or > > directory) > > stat64("/usr/lib/perl5/vendor_perl/5.10.0/auto/DBI/DESTROY.al", > > 0xbff7ca80) = -1 ENOENT (No such file or directory) > > stat64("/usr/lib/perl5/vendor_perl/auto/DBI/DESTROY.al", 0xbff7ca80) > = > > -1 ENOENT (No such file or directory) > > stat64("./auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT (No such file > > or directory) > > stat64("/srv/www/auto/DBI/DESTROY.al", 0xbff7ca80) = -1 ENOENT (No > such > > file or directory) > > brk(0xba64c000) = 0xba64c000 > > munmap(0xb61de000, 135168) = 0 > > brk(0xba625000) = 0xba625000 > > brk(0xba602000) = 0xba602000 > > brk(0xba5e0000) = 0xba5e0000 > > brk(0xba5be000) = 0xba5be000 > > brk(0xba599000) = 0xba599000 > > munmap(0xb6ea8000, 24764) = 0 > > > > (...) > > > > > > munmap(0xb778c000, 8352) = 0 > > --- SIGSEGV (Segmentation fault) @ 0 (0) --- > > +++ killed by SIGSEGV +++ > > > > > > i'm not really sure how to interpret it. anyone have suggestions on > > how to diagnose/fix? > > > > Thanks > > > > brian > > > > > > "RK&K" and "RK&K Engineers" are registered trade names of Rummel, > > Klepper & Kahl, LLP, a Maryland > > limited liability partnership. This message contains confidential > > information intended only for > > the person or persons named above. If you have received this message > > in error, please immediately > > notify the sender by return email and delete the message. Thank you. > The information transmitted is intended only for the person or entity > to which > it is addressed and may contain confidential and/or privileged > material. Any > review, retransmission, dissemination or other use of, or taking of any > action > in reliance upon, this information by persons or entities other than > the > intended recipient is prohibited. If you are not the intended recipient > of this > message, please contact the sender and delete this material from this > computer. The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you are not the intended recipient of this message, please contact the sender and delete this material from this computer. From khera at kcilink.com Fri Nov 5 09:15:44 2010 From: khera at kcilink.com (Vick Khera) Date: Fri, 5 Nov 2010 09:15:44 -0400 Subject: [rt-users] httpd2-prefork segfaulting on SLES11 In-Reply-To: <1891251126.120706.1288962555562.JavaMail.root@pollux> References: <1891251126.120706.1288962555562.JavaMail.root@pollux> Message-ID: On Nov 5, 2010, at 9:09 AM, Brian Dial wrote: > mod_perl. fastcgi looked rather complicated so i was hoping to avoid that Here's the whole of our RT config in apache. First, install and enable the mod_fastcgi module in apache 2.2, then use the following, but adjust the file paths to match where you put things. Note that the trailing / in the Alias to mason_handler.fcgi is important. Also you will want to make sure that the mason cache directory is writable by the user your apache runs under. it will complain if this is not the case. # RT3 Setup AllowOverride None Order allow,deny Allow from all # set idle timeout a bit longer than RT's idle timeout. FastCgiServer /usr/local/share/rt38/bin/mason_handler.fcgi -processes 8 -idle-timeout 305 ServerName rt.example.com DocumentRoot "/usr/local/share/rt38/html" AddDefaultCharset UTF-8 ErrorLog /var/log/httpd-rt-error.log CustomLog /var/log/httpd-rt-access.log combined AddHandler fastcgi-script fcgi Alias /NoAuth/images /usr/local/share/rt38/html/NoAuth/images Alias / /usr/local/share/rt38/bin/mason_handler.fcgi/ # END RT3 Setup ################################################################### From Horst.Kriegers at loro.ch Fri Nov 5 09:09:33 2010 From: Horst.Kriegers at loro.ch (Horst Kriegers) Date: Fri, 05 Nov 2010 14:09:33 +0100 Subject: [rt-users] Custom scrip : $cf->id is empty Message-ID: <4CD4101D020000390003BE9F@mail2.loro.swiss> Hello, we have freshly migrated from 3.6.6 to 3.8.8 and the following custom scrip doesn't work. If I comment the line 12 "return 0 unless $cf->id;", I can see that the $cf->id and $cf->Name are empty my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; $RT::Logger->debug('***************************************'); $RT::Logger->debug('>> trans->Type = ' . $trans->Type); if ($trans->Type eq 'CustomField') { my $cf = new RT::CustomField($RT::SystemUser); $cf->LoadByName(Queue => $ticket->QueueObj->id, Name => "Qualification s?curit?"); ###return 0 unless $cf->id; $RT::Logger->debug('>> cf->id = ' . $cf->id); $RT::Logger->debug('>> cf->Name = ' . $cf->Name); $RT::Logger->debug('>> trans->Field = ' . $trans->Field); $RT::Logger->debug('>> trans->NewValue = ' . $trans->NewValue); $RT::Logger->debug('>> trans->OldValue = ' . $trans->OldValue); $RT::Logger->debug(''); if ($trans->Field == $cf->id && $trans->NewValue eq "Oui") { $RT::Logger->debug($cf->Name . ' ? OUI.'); return 1; } else { $RT::Logger->debug($cf->Name . ' pas ? OUI.'); } } $RT::Logger->debug('***************************************'); return 0; Logger result : ------------------ [Fri Nov 5 13:07:14 2010] [debug]: *************************************** ((eval 5328):5) [Fri Nov 5 13:07:14 2010] [debug]: >> trans->Type = CustomField ((eval 5328):6) [Fri Nov 5 13:07:14 2010] [debug]: >> cf->id = ((eval 5328):14) [Fri Nov 5 13:07:14 2010] [debug]: >> cf->Name = ((eval 5328):15) [Fri Nov 5 13:07:14 2010] [debug]: >> trans->Field = 4 ((eval 5328):16) [Fri Nov 5 13:07:14 2010] [debug]: >> trans->NewValue = Non ((eval 5328):17) [Fri Nov 5 13:07:14 2010] [debug]: >> trans->OldValue = Oui ((eval 5328):18) [Fri Nov 5 13:07:14 2010] [debug]: ((eval 5328):19) [Fri Nov 5 13:07:14 2010] [debug]: pas ? OUI. ((eval 5328):25) [Fri Nov 5 13:07:14 2010] [debug]: *************************************** ((eval 5328):28) Thanks in advance for your help. Horst PS Sorry for my bad english... ___________________________________________________________ Le contenu de ce courriel est uniquement r?serv? ? la personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque mani?re que ce soit. The content of this e-mail is intended only and solely for the use of the named recipient or organisation. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in any way. ___________________________________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From bdial at rkk.com Fri Nov 5 09:26:47 2010 From: bdial at rkk.com (Brian Dial) Date: Fri, 5 Nov 2010 09:26:47 -0400 (EDT) Subject: [rt-users] httpd2-prefork segfaulting on SLES11 In-Reply-To: Message-ID: <15818_1288963608_4CD40618_15818_104_1_2127309278.121044.1288963607833.JavaMail.root@pollux> that looks a lot easier than the wiki made it look, thanks! ----- Original Message ----- On Nov 5, 2010, at 9:09 AM, Brian Dial wrote: > mod_perl. fastcgi looked rather complicated so i was hoping to avoid that Here's the whole of our RT config in apache. First, install and enable the mod_fastcgi module in apache 2.2, then use the following, but adjust the file paths to match where you put things. Note that the trailing / in the Alias to mason_handler.fcgi is important. Also you will want to make sure that the mason cache directory is writable by the user your apache runs under. it will complain if this is not the case. # RT3 Setup AllowOverride None Order allow,deny Allow from all # set idle timeout a bit longer than RT's idle timeout. FastCgiServer /usr/local/share/rt38/bin/mason_handler.fcgi -processes 8 -idle-timeout 305 ServerName rt.example.com DocumentRoot "/usr/local/share/rt38/html" AddDefaultCharset UTF-8 ErrorLog /var/log/httpd-rt-error.log CustomLog /var/log/httpd-rt-access.log combined AddHandler fastcgi-script fcgi Alias /NoAuth/images /usr/local/share/rt38/html/NoAuth/images Alias / /usr/local/share/rt38/bin/mason_handler.fcgi/ # END RT3 Setup ################################################################### "RK&K" and "RK&K Engineers" are registered trade names of Rummel, Klepper & Kahl, LLP, a Maryland limited liability partnership. This message contains confidential information intended only for the person or persons named above. If you have received this message in error, please immediately notify the sender by return email and delete the message. Thank you. From Horst.Kriegers at loro.ch Fri Nov 5 10:25:17 2010 From: Horst.Kriegers at loro.ch (Horst Kriegers) Date: Fri, 05 Nov 2010 15:25:17 +0100 Subject: [rt-users] =?utf-8?b?UsOpcC4gOiBSZTogIHNjcmlwdCA6IGN1c3RvbSBhY3Rp?= =?utf-8?q?on_by_ticket_creation_or_modification?= In-Reply-To: <20100629150158.GL848@jibsheet.com> References: <4C29C64F.7061.0039.1@loro.ch> <20100629150158.GL848@jibsheet.com> Message-ID: <4CD421DD020000390003BEB4@mail2.loro.swiss> Hello, sorry, I don't understand how to consider the Ticket Creating. Can you assist me ? Thanks a lot Horst >>> Le Mardi, 29. Juin 2010 ? 17:01, Kevin Falcone a ?crit : On Tue, Jun 29, 2010 at 10:09:19AM +0200, Horst Kriegers wrote: > the following scrip works only "On transaction" but not wen a new ticket is created. > What is wrong ? Your condition says "only work when this is a custom field change", it doesn't consider Create types at all. -kevin > - Condition : User Defined > - Custom condition : > > my $trans = $self->TransactionObj; > my $ticket = $self->TicketObj; > > if ($trans->Type eq 'CustomField') { > my $cf = new RT::CustomField($RT::SystemUser); > $cf->LoadByName(Queue => $ticket->QueueObj->id, Name => "Qualification securite"); > return 0 unless $cf->id; > > if ($trans->Field == $cf->id && $trans->NewValue eq "Oui") { > return 1; > } > > } > return 0; ___________________________________________________________ Le contenu de ce courriel est uniquement r?serv? ? la personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque mani?re que ce soit. The content of this e-mail is intended only and solely for the use of the named recipient or organisation. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in any way. ___________________________________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From Darin.Perusich at ctg.com Fri Nov 5 10:40:13 2010 From: Darin.Perusich at ctg.com (Darin Perusich) Date: Fri, 5 Nov 2010 10:40:13 -0400 Subject: [rt-users] httpd2-prefork segfaulting on SLES11 In-Reply-To: <15818_1288963608_4CD40618_15818_104_1_2127309278.121044.1288963607833.JavaMail.root@pollux> References: <15818_1288963608_4CD40618_15818_104_1_2127309278.121044.1288963607833.JavaMail.root@pollux> Message-ID: <3899DD427BF4B94BB7E9176DEFB95C8F0329497D@buf-exa.ctg.com> Apache is not crashing using mod_fastcgi, which I installed from the Apache Modules repo at http://download.opensuse.org/repositories/Apache:/Modules/openSUSE_11.3/ -- Darin Perusich Email: Darin.Perusich at ctg.com Office: 716-888-3690 Cell: 716-807-4589 > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Brian Dial > Sent: Friday, November 05, 2010 9:27 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] httpd2-prefork segfaulting on SLES11 > > that looks a lot easier than the wiki made it look, thanks! > > ----- Original Message ----- > On Nov 5, 2010, at 9:09 AM, Brian Dial wrote: > > > mod_perl. fastcgi looked rather complicated so i was hoping to avoid > that > > Here's the whole of our RT config in apache. First, install and enable > the mod_fastcgi module in apache 2.2, then use the following, but > adjust the file paths to match where you put things. Note that the > trailing / in the Alias to mason_handler.fcgi is important. > > Also you will want to make sure that the mason cache directory is > writable by the user your apache runs under. it will complain if this > is not the case. > > # RT3 Setup > > > AllowOverride None > Order allow,deny > Allow from all > > > > # set idle timeout a bit longer than RT's idle timeout. > FastCgiServer /usr/local/share/rt38/bin/mason_handler.fcgi -processes 8 > -idle-timeout 305 > > > ServerName rt.example.com > DocumentRoot "/usr/local/share/rt38/html" > AddDefaultCharset UTF-8 > ErrorLog /var/log/httpd-rt-error.log > CustomLog /var/log/httpd-rt-access.log combined > AddHandler fastcgi-script fcgi > > Alias /NoAuth/images /usr/local/share/rt38/html/NoAuth/images > Alias / /usr/local/share/rt38/bin/mason_handler.fcgi/ > > > > # END RT3 Setup > ################################################################### > > > > "RK&K" and "RK&K Engineers" are registered trade names of Rummel, > Klepper & Kahl, LLP, a Maryland > limited liability partnership. This message contains confidential > information intended only for > the person or persons named above. If you have received this message > in error, please immediately > notify the sender by return email and delete the message. Thank you. The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you are not the intended recipient of this message, please contact the sender and delete this material from this computer. From jblaine at kickflop.net Fri Nov 5 11:33:48 2010 From: jblaine at kickflop.net (Jeff Blaine) Date: Fri, 05 Nov 2010 11:33:48 -0400 Subject: [rt-users] Hardware requirements / guidelines? In-Reply-To: <8CEF048B9EC83748B1517DC64EA130FB43C2D18841@off-win2003-01.ausregistrygroup.local> References: <4CD2C00C.3050805@kickflop.net> <8CEF048B9EC83748B1517DC64EA130FB43C2D18841@off-win2003-01.ausregistrygroup.local> Message-ID: <4CD423DC.5060904@kickflop.net> Thanks for the replies. So basically, when implementing the DB on the same host as the web server, the hardware requirements are: "The hardware requirements of the DB choice and DB size, so reference the DB docs and maybe add 10%." Fair? It would be nice to have a record of where people hit trouble (if they did), what they expanded to (if they did), and overall what is working for people. It would seem to me that Best Practical would have this sort of information available as part of their contract work. I don't think, "Just throw a modern dual-core box with 16GB at it" would be an acceptable answer to a customer asking "What are the hardware requirements for us with 1000 tickets per month?" On 11/4/2010 10:50 PM, Stuart Browne wrote: >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- >> bounces at lists.bestpractical.com] On Behalf Of Jeff Blaine >> Sent: Friday, 5 November 2010 1:16 AM >> To: rt-users at lists.bestpractical.com >> Subject: [rt-users] Hardware requirements / guidelines? >> >> What are the minimum specifications / guidelines for hardware on which to >> run RT? >> >> I was unable to find anything specific in the wiki. > > It depends heavily upon how many users you intend to have and how many tickets you expect created. If the numbers are small (less than a 40 or so privileged users, only a few hundred tickets a week), a small VM is just fine (as Seth mentioned). > > RT its self is just a small web application. The database it uses on the other hand can get large and unwieldy; the database requires considerably more resources than RT. > > We have about 30 privileged users, don't use SelfService bug to through about 1000-1000 tickets a week. We use a Pentium D (older workstation model) server with 4GB of memory for both front end and database. We use MySQL for RT's database, it is about 1.5GB and has about 40,000 tickets. The machine isn't pushed hard. > > Stuart > From jnarins at seniorbridge.com Fri Nov 5 11:40:14 2010 From: jnarins at seniorbridge.com (Josh Narins) Date: Fri, 5 Nov 2010 11:40:14 -0400 Subject: [rt-users] Textarea custom field does one update for each line in content Message-ID: When a user saves the Custom Field data there is one update for each line of their submitted content, and the result is that the final value is the user's last line of input, only. It was working fine last week. The only changes I've made are related to permissions. All permissions are handled at the Global->Groups level. AdminCC has the following CF-related permissions: AdminCustomField, AssignCustomFields, ModifyCustomField, SeeCustomField When I add myself to the group which gives me Super User powers, saving the multiline custom fields (we have 3 of them) works again. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] ________________________________ SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Fri Nov 5 12:00:43 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Fri, 5 Nov 2010 09:00:43 -0700 Subject: [rt-users] =?iso-8859-1?q?R=E9p=2E_=3A_Re=3A_script_=3A_custom_ac?= =?iso-8859-1?q?tion_by_ticket_creation_or_modification?= In-Reply-To: <4CD421DD020000390003BEB4@mail2.loro.swiss> References: <4C29C64F.7061.0039.1@loro.ch> <20100629150158.GL848@jibsheet.com> <4CD421DD020000390003BEB4@mail2.loro.swiss> Message-ID: Hort, Try this: # Check for Ticket Status changed to "Created" my $trans = $self->TransactionObj; return 0 unless ($trans->Type eq "Status" && $trans->NewValue eq "Create"); Then follow with your code. Kenn LBNL On Fri, Nov 5, 2010 at 7:25 AM, Horst Kriegers wrote: > Hello, > > sorry, I don't understand how to consider the Ticket Creating. > Can you assist me ? > > Thanks a lot > Horst > > >>> Le Mardi, 29. Juin 2010 ? 17:01, Kevin Falcone < > falcone at bestpractical.com> a ?crit : > On Tue, Jun 29, 2010 at 10:09:19AM +0200, Horst Kriegers wrote: > > the following scrip works only "On transaction" but not wen a new > ticket is created. > > What is wrong ? > > Your condition says "only work when this is a custom field change", it > doesn't consider Create types at all. > > -kevin > > > - Condition : User Defined > > - Custom condition : > > > > my $trans = $self->TransactionObj; > > my $ticket = $self->TicketObj; > > > > if ($trans->Type eq 'CustomField') { > > my $cf = new RT::CustomField($RT::SystemUser); > > $cf->LoadByName(Queue => $ticket->QueueObj->id, Name => > "Qualification securite"); > > return 0 unless $cf->id; > > > > if ($trans->Field == $cf->id && $trans->NewValue eq "Oui") { > > return 1; > > } > > > > } > > return 0; > > _______________________________________________________________________ > > Le contenu de ce courriel est uniquement r?serv? ? la personne ou > l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire pr?vu, > veuillez nous en informer au plus vite et d?truire le pr?sent courriel. Dans > ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou > de l'utiliser de quelque mani?re que ce soit. > > _______________________________________________________________________ > > The content of this e-mail is intended only and solely for the use of the > named recipient or organisation. If you are not the named recipient, please > inform us immediately and delete the present e-mail. In this case, you are > nor allowed to copy, distribute or use this e-mail in any way. > > _______________________________________________________________________ > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Fri Nov 5 13:22:14 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 5 Nov 2010 13:22:14 -0400 Subject: [rt-users] Why I am recommending 3.6 over 3.8 to my boss In-Reply-To: <4CD31F39.1020001@ucsc.edu> References: <4CD31F39.1020001@ucsc.edu> Message-ID: <20101105172214.GL2031@bestpractical.com> Wes, > I strongly recommend going with the 3.6 version of RT. The install takes a few minutes, and it otherwise meets all the requirements of our project. Migration of old queues is simple. There is cost savings in the near and long-term. RT 3.6 is no longer being actively developed and receives only critical security fixes. If 3.6, meets your needs, by all means use it, though we'd not recommend it to a client who was paying for our help or advice at this point. Please do be careful to ensure that you're running 3.6.10, as all earlier releases are vulnerable to CVE 2009-3585. > I CAN do a manual install of RT3.8 using the Best Practical install scripts. It is not terribly hard. However, the long-term costs of this are large. The install scripts put all the binaries, configuration files, and libraries in the wrong places for RHEL/CentOS, and working outside the package manager means files could be clobbered at any time. If you'd like RT to be installed into RedHat FHS locations, you should use ./confiure --enable-layout=RH > On the other hand, the rpms for RT3.6 use the package manager and put all the config files in /etc, all the perl modules in the perl modules dir, and the various tools in /usr/bin and /usr/sbin. The non-standard install using the scripts creates recurring costs in the future as the system is significantly more difficult to update and harder to maintain, like by a factor of 50 (five minutes compared to 4 hours). Indeed, the maintenance burdens of an RPM upgrade for 3.6 are likely to be small as you're not going to see any bugfix or feature releases. Historically, the RPM installs of RT haven't had much in the way of cross-major-version upgradability, so if you decide later to come up to 3.8 to get Dashboards (automated emailed reporting), reasonable support for mail generated by a modern Exchange server, the refreshed UI, built in iCal support, several years of bug fixes and performance improvements or any of the other features in 3.8, it might be rather more work than if you'd started with 3.8. I _do_ hear you about wanting a supported RPM. Best, Jesse From joseph85750 at yahoo.com Fri Nov 5 13:32:22 2010 From: joseph85750 at yahoo.com (Joseph Spenner) Date: Fri, 5 Nov 2010 10:32:22 -0700 (PDT) Subject: [rt-users] Why I am recommending 3.6 over 3.8 to my boss In-Reply-To: <20101105172214.GL2031@bestpractical.com> Message-ID: <867083.14881.qm@web30308.mail.mud.yahoo.com> --- On Fri, 11/5/10, Jesse Vincent wrote: From: Jesse Vincent Subject: Re: [rt-users] Why I am recommending 3.6 over 3.8 to my boss To: "Wes Modes" Cc: "RT Users" Date: Friday, November 5, 2010, 10:22 AM If you'd like RT to be installed into RedHat FHS locations, you should use ./confiure --enable-layout=RH This is interesting, since I use CentOS (RedHat) and had absolutely no issue installing RT 3.8.8.? What does the above option do differently than omitting it? -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Fri Nov 5 13:34:38 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 5 Nov 2010 13:34:38 -0400 Subject: [rt-users] Why I am recommending 3.6 over 3.8 to my boss In-Reply-To: <867083.14881.qm@web30308.mail.mud.yahoo.com> References: <20101105172214.GL2031@bestpractical.com> <867083.14881.qm@web30308.mail.mud.yahoo.com> Message-ID: <20101105173437.GM2031@bestpractical.com> On Fri, Nov 05, 2010 at 10:32:22AM -0700, Joseph Spenner wrote: > --- On Fri, 11/5/10, Jesse Vincent wrote: > > ./confiure --enable-layout=RH > > This is interesting, since I use CentOS (RedHat) and had absolutely no issue installing RT 3.8.8.? What does the above option do differently than omitting it? > Have a look in config.layout in the source directory. It's an affordance for package builders, mostly. Rather than defaulting to /opt/rt3 with RT's directory layout, it installs things in a more "RedHatty" layout. > > > > -- From mathieu at closetwork.org Fri Nov 5 15:00:32 2010 From: mathieu at closetwork.org (Mathieu Longtin) Date: Fri, 5 Nov 2010 15:00:32 -0400 Subject: [rt-users] A new home for the wiki In-Reply-To: <4CD2E707.5070604@bestpractical.com> References: <4CD2E707.5070604@bestpractical.com> Message-ID: Search doesn't seem to work at all. Is that normal? I searched for stuff I know should be in there, and nothing came up. -- Mathieu Longtin 1-514-803-8977 On Thu, Nov 4, 2010 at 1:01 PM, Thomas Sibley wrote: > Hi folks, > > In the very near future we're planning to move the RT wiki from our own > simple wiki software to Wikia. Moving to Wikia should help tremendously > with the spam we're seeing. I've run a test conversion at > http://rttest.wikia.com, and it generally looks good to us. If you use > the wiki, please take a look at the test conversion and let us know of > any oddities you come across so we can address them beforehand. > > Best, > Thomas > -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Fri Nov 5 15:36:55 2010 From: todd at chaka.net (Todd Chapman) Date: Fri, 5 Nov 2010 15:36:55 -0400 Subject: [rt-users] Why I am recommending 3.6 over 3.8 to my boss In-Reply-To: <4CD31F39.1020001@ucsc.edu> References: <4CD31F39.1020001@ucsc.edu> Message-ID: I bet Best Practical would produce RPMs for you if you paid them to. On Thu, Nov 4, 2010 at 5:01 PM, Wes Modes wrote: > Dear Boss: > > I strongly recommend going with the 3.6 version of RT. The install takes a > few minutes, and it otherwise meets all the requirements of our project. > Migration of old queues is simple. There is cost savings in the near and > long-term. > > There is no rpm of RT3.8 that works for RHEL (32 or 64 bit) and none seem > to be forthcoming. Someday perhaps someone will put one together, but it > doesn't look like anytime soon. > > I CAN do a manual install of RT3.8 using the Best Practical install > scripts. It is not terribly hard. However, the long-term costs of this are > large. The install scripts put all the binaries, configuration files, and > libraries in the wrong places for RHEL/CentOS, and working outside the > package manager means files could be clobbered at any time. On the other > hand, the rpms for RT3.6 use the package manager and put all the config > files in /etc, all the perl modules in the perl modules dir, and the various > tools in /usr/bin and /usr/sbin. The non-standard install using the scripts > creates recurring costs in the future as the system is significantly more > difficult to update and harder to maintain, like by a factor of 50 (five > minutes compared to 4 hours). > > Additionally, the cost of migration of old content from 3.6 to 3.8 is > unknown. > > Again, I will install either RT3.6 or RT3.8 but I need you to understand > and acknowledge the costs of the choice. > > Wes > > > Thanks to Gary Greene for the info about his latest centos rpm build. > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Fri Nov 5 15:41:22 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 5 Nov 2010 22:41:22 +0300 Subject: [rt-users] A new home for the wiki In-Reply-To: References: <4CD2E707.5070604@bestpractical.com> Message-ID: On Fri, Nov 5, 2010 at 10:00 PM, Mathieu Longtin wrote: > Search doesn't seem to work at all. Is that normal? May be it needs some time for indexing. > I searched for stuff I know should be in there, and nothing came up. > > -- > Mathieu Longtin > 1-514-803-8977 -- Best regards, Ruslan. From dallas at craigslist.org Fri Nov 5 15:49:18 2010 From: dallas at craigslist.org (Dallas Wisehaupt) Date: Fri, 5 Nov 2010 12:49:18 -0700 (PDT) Subject: [rt-users] Why I am recommending 3.6 over 3.8 to my boss In-Reply-To: References: <4CD31F39.1020001@ucsc.edu> Message-ID: If you search for "rt 3.8 spec file" you will find some spec files that do work for fedora and other variants. It wasn't too difficult to take one of those and morph it for our custom use. Biggest issue I had was taking the time to package up perl dependencies as rpms to store in our repo long term. And after a few dot release upgrades the work has paid off. Dallas On Fri, 5 Nov 2010, Todd Chapman wrote: > I bet Best Practical would produce RPMs for you if you paid them to. > > On Thu, Nov 4, 2010 at 5:01 PM, Wes Modes wrote: > Dear Boss: > > I strongly recommend going with the 3.6 version of RT. ?The install takes a few minutes, and it otherwise meets all the requirements of > our project. ?Migration of old queues is simple. ?There is cost savings in the near and long-term. > > There is no rpm of RT3.8 that works for RHEL (32 or 64 bit) and none seem to be forthcoming. ?Someday perhaps someone will put one > together, but it doesn't look like anytime soon. > > I CAN do a manual install of RT3.8 using the Best Practical install scripts. ?It is not terribly hard. ?However, the long-term costs of > this are large. ?The install scripts put all the binaries, configuration files, and libraries in the wrong places for RHEL/CentOS, and > working outside the package manager means files could be clobbered at any time. ?On the other hand, the rpms for RT3.6 use the package > manager and put all the config files in /etc, all the perl modules in the perl modules dir, and the various tools in /usr/bin and > /usr/sbin. ?The non-standard install using the scripts creates recurring costs in the future as the system is significantly more difficult > to update and harder to maintain, like by a factor of 50 (five minutes compared to 4 hours). > > Additionally, the cost of migration of old content from 3.6 to 3.8 is unknown. > > Again, I will install either RT3.6 or RT3.8 but I need you to understand > and acknowledge the costs of the choice. > > Wes > > > Thanks to Gary Greene for the info about his latest centos rpm build. > > > > From wmodes at ucsc.edu Fri Nov 5 16:00:59 2010 From: wmodes at ucsc.edu (Wes Modes) Date: Fri, 05 Nov 2010 13:00:59 -0700 Subject: [rt-users] Why I am recommending 3.6 over 3.8 to my boss In-Reply-To: References: <4CD31F39.1020001@ucsc.edu> Message-ID: <4CD4627B.7030402@ucsc.edu> Agreed. One sysadmin managing a score of mission-critical servers and a half dozen projects does not allow much time for one-offs and special cases. Over my 25 years of sysadmin experience, I've learned that the most efficient thing I can do as a sysadmin is to allow the package management system to do much of my work for me. There are legacy systems I inherited with their spaghetti installations of all special-case software and manual hack builds and their touchy interdependencies that I am still afraid to do much more than basic security updates of the OS. Wes On 11/5/2010 5:11 AM, Vick Khera wrote: > On Nov 5, 2010, at 5:26 AM, Robert Grasso wrote: > >> This is my own opinion : as you increase your Unix/Linux/RedHat skills, you will feel less concerned by such issues. > As you increase the number of systems you need to manage, you will feel more concerned by such issues. > > A good package manager to manage all of your software is essential to configuration management on a large scale. We even go so far as to make internal packages of our own software to deploy to the servers -- nothing is manually done, except for the one-off office server which does the file/mail serving. > > As you note later in your message, you have to manually go in and fix up things when you upgrade other parts of your system. This is the job of your package manager. It does not scale to do this by hand. From ggreene at minervanetworks.com Fri Nov 5 16:54:14 2010 From: ggreene at minervanetworks.com (Gary Greene) Date: Fri, 05 Nov 2010 13:54:14 -0700 Subject: [rt-users] Why I am recommending 3.6 over 3.8 to my boss In-Reply-To: Message-ID: Get yourself a copy of cpan2rpm. It simplifies creating the specs from the ground up greatly. On 5/11/10 12:49 PM, "Dallas Wisehaupt" wrote: > If you search for "rt 3.8 spec file" you will find some spec files that > do work for fedora and other variants. It wasn't too difficult to take > one of those and morph it for our custom use. > > Biggest issue I had was taking the time to package up perl dependencies > as rpms to store in our repo long term. And after a few dot release > upgrades the work has paid off. > > Dallas > > On Fri, 5 Nov 2010, Todd Chapman wrote: > >> I bet Best Practical would produce RPMs for you if you paid them to. >> >> On Thu, Nov 4, 2010 at 5:01 PM, Wes Modes wrote: >> Dear Boss: >> >> I strongly recommend going with the 3.6 version of RT. ?The install >> takes a few minutes, and it otherwise meets all the requirements of >> our project. ?Migration of old queues is simple. ?There is cost savings >> in the near and long-term. >> >> There is no rpm of RT3.8 that works for RHEL (32 or 64 bit) and none >> seem to be forthcoming. ?Someday perhaps someone will put one >> together, but it doesn't look like anytime soon. >> >> I CAN do a manual install of RT3.8 using the Best Practical install >> scripts. ?It is not terribly hard. ?However, the long-term costs of >> this are large. ?The install scripts put all the binaries, >> configuration files, and libraries in the wrong places for RHEL/CentOS, and >> working outside the package manager means files could be clobbered at >> any time. ?On the other hand, the rpms for RT3.6 use the package >> manager and put all the config files in /etc, all the perl modules in >> the perl modules dir, and the various tools in /usr/bin and >> /usr/sbin. ?The non-standard install using the scripts creates >> recurring costs in the future as the system is significantly more difficult >> to update and harder to maintain, like by a factor of 50 (five minutes >> compared to 4 hours). >> >> Additionally, the cost of migration of old content from 3.6 to 3.8 is >> unknown. >> >> Again, I will install either RT3.6 or RT3.8 but I need you to >> understand >> and acknowledge the costs of the choice. >> >> Wes >> >> >> Thanks to Gary Greene for the info about his latest centos rpm build. >> >> >> >> -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Office: (408) 240-1239 From herve.lou at gmail.com Fri Nov 5 22:19:09 2010 From: herve.lou at gmail.com (Kevin) Date: Fri, 5 Nov 2010 22:19:09 -0400 Subject: [rt-users] How to automatically route tickets to queues based on sender email address Message-ID: Hi All, I am running the latest version of RT and I have several queues for my clients. They all use a single email address to submit support requests, but they all go to the Default queue. I want to route tickets to the appropriate queues upon arrival based on the sender email address. For instance if an email comes from someone at hotmail.com, I want it to go to the Hotmail queue, and if it from someone at gmail.com, I'd like to have it go to the gmail queue, and so on. Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From jnarins at seniorbridge.com Fri Nov 5 22:33:45 2010 From: jnarins at seniorbridge.com (Josh Narins) Date: Fri, 5 Nov 2010 22:33:45 -0400 Subject: [rt-users] How to automatically route tickets to queues based on sender email address In-Reply-To: Message-ID: ? I'm just another rt-user, but I'm thinking that your customers might even like it if you told them they were getting a dedicated email support channel... changing one client from support at wherever.com to megasupport at wherever.com, another one gets totalsupport at wherever.com, a third could get ultrasupport at wherever.com, and your best customer could get totalmegaultrasupport at wherever.com. Just a thought. Sent from SeniorBridge BlackBerry From: Kevin [mailto:herve.lou at gmail.com] Sent: Friday, November 05, 2010 10:19 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] How to automatically route tickets to queues based on sender email address Hi All, I am running the latest version of RT and I have several queues for my clients. They all use a single email address to submit support requests, but they all go to the Default queue. I want to route tickets to the appropriate queues upon arrival based on the sender email address. For instance if an email comes from someone at hotmail.com, I want it to go to the Hotmail queue, and if it from someone at gmail.com, I'd like to have it go to the gmail queue, and so on. Thanks Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] ________________________________ SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Jeremy.Thomas at optus.com.au Sun Nov 7 19:33:16 2010 From: Jeremy.Thomas at optus.com.au (Jeremy Thomas) Date: Mon, 8 Nov 2010 11:33:16 +1100 Subject: [rt-users] Multi-Level Drop-Down Lists In-Reply-To: <85EAB745D59FC442A6888AD9C98395DD0411478FA3@excprdmbxw003.optus.com.au> Message-ID: <85EAB745D59FC442A6888AD9C98395DD0411478FA7@excprdmbxw003.optus.com.au> Hi, I'm trying to add drop-down lists which 'spawn' sub-lists according to the entry chosen from the previous drop-down list. For example, I would like to see a drop-down list with Hardware and Software listed. If I chose Hardware from this list then I am presented with another list of different types of hardware. If I then choose e.g. Server from the hardware drop-down list I'd like a new drop-down to be populated with aspects related to a Server, and so on. I have searched your wiki and read through the user guide but cannot find any help related to this. Please can you help? Thanks a lot, Jeremy Jeremy Thomas | Technical Writer | Mobility Data Group | Customer Service & Solutions | Optus Business | +61 2 8082 7986 | m: +61 (0) 435 074 606 | e: jeremy.thomas at optus.com.au| 1 Lyonpark Rd, Macquarie Park NSW 2113 | www.optus.com.au P Please think of the environment before printing this email This e-mail may contain confidential information. If you are not the intended recipient, please notify the sender immediately and delete this e-mail from your system. You must not disclose this email to anyone without express permission from the sender. The contents of all emails sent to, and received from, Optus may be scanned, stored, or disclosed to others by Optus at Optus' discretion. Optus has exercised care to avoid errors in the information contained in this e-mail but does not warrant that the information is error or omission free. -------------- next part -------------- An HTML attachment was scrubbed... URL: From cloos at netcologne.de Mon Nov 8 04:24:32 2010 From: cloos at netcologne.de (Christian Loos) Date: Mon, 8 Nov 2010 10:24:32 +0100 Subject: [rt-users] Textarea custom field does one update for each line in content In-Reply-To: References: Message-ID: <4CD7C1D0.3060005@netcologne.de> We also have this problem. Our users have the SeeCustomField right globally and the ModifyCustomField right per group. If the users have the SuperUser right, there is no problem. RT 3.8.6 -Chris Am 05.11.2010 16:40, schrieb Josh Narins: > When a user saves the Custom Field data there is one update for each > line of their submitted content, and the result is that the final value > is the user's last line of input, only. > > > > It was working fine last week. The only changes I've made are related to > permissions. > > > > All permissions are handled at the Global->Groups level. AdminCC has the > following CF-related permissions: AdminCustomField, AssignCustomFields, > ModifyCustomField, SeeCustomField > > > > When I add myself to the group which gives me Super User powers, saving > the multiline custom fields (we have 3 of them) works again. From jnarins at seniorbridge.com Mon Nov 8 05:02:25 2010 From: jnarins at seniorbridge.com (Josh Narins) Date: Mon, 8 Nov 2010 05:02:25 -0500 Subject: [rt-users] Textarea custom field does one update for each line in content In-Reply-To: <4CD7C1D0.3060005@netcologne.de> Message-ID: I neglected to mention I'm running RT 3.8.8 on RHEL5 and with perl 5.12 Sent from SeniorBridge BlackBerry Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnarins at seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.----- Original Message ----- From: Christian Loos [mailto:cloos at netcologne.de] Sent: Monday, November 08, 2010 04:24 AM To: Josh Narins Cc: RT Users Subject: Re: Textarea custom field does one update for each line in content We also have this problem. Our users have the SeeCustomField right globally and the ModifyCustomField right per group. If the users have the SuperUser right, there is no problem. RT 3.8.6 -Chris Am 05.11.2010 16:40, schrieb Josh Narins: > When a user saves the Custom Field data there is one update for each > line of their submitted content, and the result is that the final value > is the user's last line of input, only. > > > > It was working fine last week. The only changes I've made are related to > permissions. > > > > All permissions are handled at the Global->Groups level. AdminCC has the > following CF-related permissions: AdminCustomField, AssignCustomFields, > ModifyCustomField, SeeCustomField > > > > When I add myself to the group which gives me Super User powers, saving > the multiline custom fields (we have 3 of them) works again. From sampath.kumar at gluster.com Mon Nov 8 07:04:13 2010 From: sampath.kumar at gluster.com (Sampath) Date: Mon, 08 Nov 2010 17:34:13 +0530 Subject: [rt-users] Adding Footer to outgoing tickets in rt-3.6 Message-ID: <4CD7E73D.6020406@gluster.com> Hi, How to add custom footer Texts to email messages. Email messages I mean here is, when a ticket is replied, correspondence added etc., Thanks Sampath From tanguy.lagroy at bt.com Mon Nov 8 08:04:05 2010 From: tanguy.lagroy at bt.com (tanguy.lagroy at bt.com) Date: Mon, 8 Nov 2010 13:04:05 +0000 Subject: [rt-users] Can Autoreply execute after custom scrip ? Message-ID: <82B2A0A07D3046468C56B9477A2622B433150CA44F@EMV65-UKRD.domain1.systemhost.net> Dear All, I'm facing a problem with default autoreply scrip, with RT 3.8.7 on Debian Lenny. I've got a custom scrip which auto add all members of a group as requestor, when the first requestor is member of this group. This scrip works fine. Unfortunately, the autoreply scrip occur before the "auto add group member as requestor" scrip, so the notification is sent to only one requestor. Not all. Is there a way to launch the autoreply scrip after automatically adding the requestors ? Thank you for your help Best regards, -- Tanguy LAGROY D?partement NSS/IPOC BT Services Email : tanguy.lagroy at bt.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From tjrc at sanger.ac.uk Mon Nov 8 08:25:54 2010 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Mon, 8 Nov 2010 13:25:54 +0000 Subject: [rt-users] Adding Footer to outgoing tickets in rt-3.6 In-Reply-To: References: Message-ID: On 8 Nov 2010, at 1:09 pm, rt-users-request at lists.bestpractical.com wrote: > Hi, > > How to add custom footer Texts to email messages. > > Email messages I mean here is, when a ticket is replied, correspondence added etc., > > Thanks > Sampath You just edit the Template for the action that's being taken. The default templates are all under the global configuration, but you can set them per-queue as well, and these will override the global ones. 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 tanguy.lagroy at bt.com Mon Nov 8 08:33:39 2010 From: tanguy.lagroy at bt.com (tanguy.lagroy at bt.com) Date: Mon, 8 Nov 2010 13:33:39 +0000 Subject: [rt-users] Can Autoreply execute after custom scrip ? In-Reply-To: <892593C9CA8E25458C440A63DDC6774DD4C6@DG-HEXMBX02.daisy.group> References: <82B2A0A07D3046468C56B9477A2622B433150CA44F@EMV65-UKRD.domain1.systemhost.net> <892593C9CA8E25458C440A63DDC6774DD4C6@DG-HEXMBX02.daisy.group> Message-ID: <82B2A0A07D3046468C56B9477A2622B433150CA498@EMV65-UKRD.domain1.systemhost.net> Thanks Roy, but it doesn't working. Scrip "2-Autoreply" executes before "1-Add group member" Workaround below works but it's not really good : The autoreply is executed after the ticket is opened, with following condition return 0 unless $self->TransactionObj->Type eq "Status"; return 0 unless $self->TransactionObj->NewValue eq "open"; return 0 unless $self->TransactionObj->OldValue eq "new"; return 0 unless $self->TransactionObj->Creator ne 1; return 1; Tanguy From: Raed El-Hames [mailto:Raed.El-Hames at daisygroupplc.com] Sent: lundi 8 novembre 2010 14:22 To: Lagroy De Croutte,T,Tanguy R; rt-users at lists.bestpractical.com Subject: RE: Can Autoreply execute after custom scrip ? Tanguy: As far as I know the scrips executes in their description alphabetical order. So try to rename your custom scrip to 1-whatever name you have , and hopefully it should run before the auto reply. Regards; Roy -------------- next part -------------- An HTML attachment was scrubbed... URL: From tanguy.lagroy at bt.com Mon Nov 8 08:54:15 2010 From: tanguy.lagroy at bt.com (tanguy.lagroy at bt.com) Date: Mon, 8 Nov 2010 13:54:15 +0000 Subject: [rt-users] Can Autoreply execute after custom scrip ? References: <82B2A0A07D3046468C56B9477A2622B433150CA44F@EMV65-UKRD.domain1.systemhost.net> <892593C9CA8E25458C440A63DDC6774DD4C6@DG-HEXMBX02.daisy.group> Message-ID: <82B2A0A07D3046468C56B9477A2622B433150CA4D8@EMV65-UKRD.domain1.systemhost.net> Finally, I resolve the issue. I change Transaction Create stage to Transaction Batch on default Autoreply scrip. It works fine now, the Autoreply scrip is executed after the "Add group member as requestor" custom scrip. As wiki said in http://wiki.bestpractical.com/view/TransactionBatchStage : "In two words: If Scrip in batch stage then it's applied only when all transactions of the user's request have been created." Thanks Roy for your help. Tanguy From: Lagroy De Croutte,T,Tanguy R Sent: lundi 8 novembre 2010 14:34 To: 'Raed El-Hames'; rt-users at lists.bestpractical.com Subject: RE: Can Autoreply execute after custom scrip ? Thanks Roy, but it doesn't working. Scrip "2-Autoreply" executes before "1-Add group member" Workaround below works but it's not really good : The autoreply is executed after the ticket is opened, with following condition return 0 unless $self->TransactionObj->Type eq "Status"; return 0 unless $self->TransactionObj->NewValue eq "open"; return 0 unless $self->TransactionObj->OldValue eq "new"; return 0 unless $self->TransactionObj->Creator ne 1; return 1; Tanguy -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Mon Nov 8 12:21:11 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 8 Nov 2010 09:21:11 -0800 Subject: [rt-users] Multi-Level Drop-Down Lists In-Reply-To: <85EAB745D59FC442A6888AD9C98395DD0411478FA7@excprdmbxw003.optus.com.au> References: <85EAB745D59FC442A6888AD9C98395DD0411478FA3@excprdmbxw003.optus.com.au> <85EAB745D59FC442A6888AD9C98395DD0411478FA7@excprdmbxw003.optus.com.au> Message-ID: Jeremy, Have you considered using the "category" feature? Kenn LBNL On Sun, Nov 7, 2010 at 4:33 PM, Jeremy Thomas wrote: > Hi, > > > > I?m trying to add drop-down lists which ?spawn? sub-lists according to the > entry chosen from the previous drop-down list. > > For example, I would like to see a drop-down list with Hardware and > Software listed. If I chose Hardware from this list then I am presented with > another list of different types of hardware. If I then choose e.g. Server > from the hardware drop-down list I?d like a new drop-down to be populated > with aspects related to a Server, and so on. > > I have searched your wiki and read through the user guide but cannot find > any help related to this. > > > > Please can you help? > > > > Thanks a lot, > > > > Jeremy > > > > *Jeremy Thomas *| *Technical Writer *| Mobility Data Group | Customer > Service & Solutions | Optus Business | +61 2 8082 7986 | m: +61 > (0) 435 074 606 | e: jeremy.thomas at optus.com.au| 1 Lyonpark Rd, Macquarie > Park NSW 2113 | www.optus.com.au > > *P** **Please think of the environment before printing this email* > > *This e-mail may contain confidential information. If you are not the > intended recipient, please notify the sender immediately and delete this > e-mail from your system. You must not disclose this email to anyone without > express permission from the sender. The contents of all emails sent to, and > received from, Optus may be scanned, stored, or disclosed to others by Optus > at Optus' discretion. **Optus has exercised care to avoid errors in the > information contained in this e-mail but does not warrant that the > information is error or omission free.* > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Mon Nov 8 12:25:45 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 8 Nov 2010 09:25:45 -0800 Subject: [rt-users] Creating child tickets from custom field In-Reply-To: <4CD2C2BA.5040305@295.ca> References: <4CD20899.2050907@295.ca> <4CD2C2BA.5040305@295.ca> Message-ID: Kris, Create scrip that executes when a transaction for that Custom Field occurs. In that scrip, set up an array that has a Queue Id to correspond to each value option in the Custom Field. Then create a ticket in that Queue. Kenn LBNL On Thu, Nov 4, 2010 at 7:27 AM, Kris Germann wrote: > Here's where I got my info from, but some clarification would be nice: > > http://wiki.bestpractical.com/view/WorkFlow > > Kris > > > On 11/03/2010 09:12 PM, Kris Germann wrote: > > Evening everyone, > > I have a few questions that I hope you can answer, > > I have created a custom field labelled 'Send to:', where there is a drop > down list naming several queues. > > What I'm wondering is when I select a queue from the custom field (Send > To:) and update the ticket, if it could then create a child ticket in the > queue selected with the content that current reply / comment. > > Let me know if you need more clarification, > > Kris > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Nov 8 13:11:32 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 8 Nov 2010 13:11:32 -0500 Subject: [rt-users] Custom scrip : $cf->id is empty In-Reply-To: <4CD4101D020000390003BE9F@mail2.loro.swiss> References: <4CD4101D020000390003BE9F@mail2.loro.swiss> Message-ID: <20101108181132.GA576@jibsheet.com> On Fri, Nov 05, 2010 at 02:09:33PM +0100, Horst Kriegers wrote: > Hello, > > we have freshly migrated from 3.6.6 to 3.8.8 and the following custom scrip doesn't work. > > If I comment the line 12 "return 0 unless $cf->id;", I can see that the $cf->id and $cf->Name > are empty > > > > my $trans = $self->TransactionObj; > my $ticket = $self->TicketObj; > > $RT::Logger->debug('***************************************'); > $RT::Logger->debug('>> trans->Type = ' . $trans->Type); > > if ($trans->Type eq 'CustomField') { > my $cf = new RT::CustomField($RT::SystemUser); > $cf->LoadByName(Queue => $ticket->QueueObj->id, Name => "Qualification securite"); You want to be capturing my ($ok, $msg) = $cf->LoadByName and warning out the $msg to see why it isn't loading > ###return 0 unless $cf->id; > > $RT::Logger->debug('>> cf->id = ' . $cf->id); > $RT::Logger->debug('>> cf->Name = ' . $cf->Name); > $RT::Logger->debug('>> trans->Field = ' . $trans->Field); > $RT::Logger->debug('>> trans->NewValue = ' . $trans->NewValue); > $RT::Logger->debug('>> trans->OldValue = ' . $trans->OldValue); > $RT::Logger->debug(''); > > if ($trans->Field == $cf->id && $trans->NewValue eq "Oui") { > $RT::Logger->debug($cf->Name . ' ? OUI.'); > return 1; > } else { > $RT::Logger->debug($cf->Name . ' pas ? OUI.'); > } > } > $RT::Logger->debug('***************************************'); > > return 0; > > > > Logger result : > ------------------ > [Fri Nov 5 13:07:14 2010] [debug]: *************************************** ((eval 5328):5) > [Fri Nov 5 13:07:14 2010] [debug]: >> trans->Type = CustomField ((eval 5328):6) > [Fri Nov 5 13:07:14 2010] [debug]: >> cf->id = ((eval 5328):14) > [Fri Nov 5 13:07:14 2010] [debug]: >> cf->Name = ((eval 5328):15) > [Fri Nov 5 13:07:14 2010] [debug]: >> trans->Field = 4 ((eval 5328):16) > [Fri Nov 5 13:07:14 2010] [debug]: >> trans->NewValue = Non ((eval 5328):17) > [Fri Nov 5 13:07:14 2010] [debug]: >> trans->OldValue = Oui ((eval 5328):18) > [Fri Nov 5 13:07:14 2010] [debug]: ((eval 5328):19) > [Fri Nov 5 13:07:14 2010] [debug]: pas ? OUI. ((eval 5328):25) > [Fri Nov 5 13:07:14 2010] [debug]: *************************************** ((eval 5328):28) > > > > Thanks in advance for your help. > Horst > > > PS > Sorry for my bad english... > > _______________________________________________________________________ > > Le contenu de ce courriel est uniquement reserve `a la personne ou l'organisme `a qui il est > destine. Si vous n'etes pas le destinataire prevu, veuillez nous en informer au plus vite et > detruire le present courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de > le distribuer ou de l'utiliser de quelque maniere que ce soit. > > _______________________________________________________________________ > > The content of this e-mail is intended only and solely for the use of the named recipient or > organisation. If you are not the named recipient, please inform us immediately and delete the > present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in > any way. > > _______________________________________________________________________ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Horst.Kriegers at loro.ch Tue Nov 9 01:16:20 2010 From: Horst.Kriegers at loro.ch (Horst Kriegers) Date: Tue, 09 Nov 2010 07:16:20 +0100 Subject: [rt-users] =?utf-8?b?UsOpcC4gOiBSZTogIEN1c3RvbSBzY3JpcCA6ICRjZi0+?= =?utf-8?q?id_is_empty?= In-Reply-To: <20101108181132.GA576@jibsheet.com> References: <4CD4101D020000390003BE9F@mail2.loro.swiss> <20101108181132.GA576@jibsheet.com> Message-ID: <4CD8F544020000390003BF39@mail2.loro.swiss> I think I've founded the problem. The CF was moved from queues to Global so that all queues have an access to this CF. I need to make some tests, but I think that it changes below want to resolve my problem. Is this the correct way ? Or maybe have you a better suggestion ? my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; my $myCfName = "Qualification s?curit?"; $RT::Logger->debug('***************************************'); if ($trans->Type eq 'CustomField') { my $cf = new RT::CustomField($RT::SystemUser); $cf->LoadById($trans->Field); ##return 0 unless $cf->id; ... ... if ($cf->Name == $myCfName && $trans->NewValue eq "Oui") { ... ... >>> Le Lundi, 8. Novembre 2010 ? 19:11, Kevin Falcone a ?crit : On Fri, Nov 05, 2010 at 02:09:33PM +0100, Horst Kriegers wrote: > Hello, > > we have freshly migrated from 3.6.6 to 3.8.8 and the following custom scrip doesn't work. > > If I comment the line 12 "return 0 unless $cf->id;", I can see that the $cf->id and $cf->Name > are empty > > > > my $trans = $self->TransactionObj; > my $ticket = $self->TicketObj; > > $RT::Logger->debug('***************************************'); > $RT::Logger->debug('>> trans->Type = ' . $trans->Type); > > if ($trans->Type eq 'CustomField') { > my $cf = new RT::CustomField($RT::SystemUser); > $cf->LoadByName(Queue => $ticket->QueueObj->id, Name => "Qualification securite"); You want to be capturing my ($ok, $msg) = $cf->LoadByName and warning out the $msg to see why it isn't loading > ###return 0 unless $cf->id; > > $RT::Logger->debug('>> cf->id = ' . $cf->id); > $RT::Logger->debug('>> cf->Name = ' . $cf->Name); > $RT::Logger->debug('>> trans->Field = ' . $trans->Field); > $RT::Logger->debug('>> trans->NewValue = ' . $trans->NewValue); > $RT::Logger->debug('>> trans->OldValue = ' . $trans->OldValue); > $RT::Logger->debug(''); > > if ($trans->Field == $cf->id && $trans->NewValue eq "Oui") { > $RT::Logger->debug($cf->Name . ' OUI.'); > return 1; > } else { > $RT::Logger->debug($cf->Name . ' pas OUI.'); > } > } > $RT::Logger->debug('***************************************'); > > return 0; > > > > Logger result : > ------------------ > [Fri Nov 5 13:07:14 2010] [debug]: *************************************** ((eval 5328):5) > [Fri Nov 5 13:07:14 2010] [debug]: >> trans->Type = CustomField ((eval 5328):6) > [Fri Nov 5 13:07:14 2010] [debug]: >> cf->id = ((eval 5328):14) > [Fri Nov 5 13:07:14 2010] [debug]: >> cf->Name = ((eval 5328):15) > [Fri Nov 5 13:07:14 2010] [debug]: >> trans->Field = 4 ((eval 5328):16) > [Fri Nov 5 13:07:14 2010] [debug]: >> trans->NewValue = Non ((eval 5328):17) > [Fri Nov 5 13:07:14 2010] [debug]: >> trans->OldValue = Oui ((eval 5328):18) > [Fri Nov 5 13:07:14 2010] [debug]: ((eval 5328):19) > [Fri Nov 5 13:07:14 2010] [debug]: pas OUI. ((eval 5328):25) > [Fri Nov 5 13:07:14 2010] [debug]: *************************************** ((eval 5328):28) > > > > Thanks in advance for your help. > Horst > > > PS > Sorry for my bad english... > > _______________________________________________________________________ > > Le contenu de ce courriel est uniquement reserve `a la personne ou l'organisme `a qui il est > destine. Si vous n'etes pas le destinataire prevu, veuillez nous en informer au plus vite et > detruire le present courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de > le distribuer ou de l'utiliser de quelque maniere que ce soit. > > _______________________________________________________________________ > > The content of this e-mail is intended only and solely for the use of the named recipient or > organisation. If you are not the named recipient, please inform us immediately and delete the > present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in > any way. > > _______________________________________________________________________ ___________________________________________________________ Le contenu de ce courriel est uniquement r?serv? ? la personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque mani?re que ce soit. The content of this e-mail is intended only and solely for the use of the named recipient or organisation. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in any way. ___________________________________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From markus.knaller at elinmotoren.at Tue Nov 9 02:38:18 2010 From: markus.knaller at elinmotoren.at (knaller66) Date: Mon, 8 Nov 2010 23:38:18 -0800 (PST) Subject: [rt-users] No Autoresponse after migration Message-ID: <30168216.post@talk.nabble.com> Hello community! I'm new here at the forum, and have a huge problem! We are haveing RT3.8 since a year and a week ago we migrated the old Ticketsystem to another server. The Ticketsystem was installed on the new Server before i changed the config files. I have done this with "WinSCP" and putty.exe. After the migration of the database and refreshing the aliases, it worked that Tickets could get created and the Client get a "Created-Message" autogenerated from the Request-Tracker 3.8. Now the Problem: I thought everything works, but the Client did not get the Resolve-Message when the ticket get resolved or an answer when i answer to the Ticket!!! The configuration at the exchange should work, so i think the mistake is at the RT. Can anybody help me?? When it is not enough information, plz ask me what u need more to know. i hope for answers ans help! with best regards Markus -- View this message in context: http://old.nabble.com/No-Autoresponse-after-migration-tp30168216p30168216.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Horst.Kriegers at loro.ch Tue Nov 9 02:39:46 2010 From: Horst.Kriegers at loro.ch (Horst Kriegers) Date: Tue, 09 Nov 2010 08:39:46 +0100 Subject: [rt-users] =?utf-8?b?UsOpcC4gOiBSZTogc2NyaXB0IDogY3VzdG9tIGFjdGlv?= =?utf-8?q?n_by_ticket_creation_or_modification?= In-Reply-To: References: <4C29C64F.7061.0039.1@loro.ch> <20100629150158.GL848@jibsheet.com> <4CD421DD020000390003BEB4@mail2.loro.swiss> Message-ID: <4CD908D3020000390003BF44@mail2.loro.swiss> I am not enough good, I am lost :( Now, I really need help because I do not manage to resolve my problem. What I wish to obtain : ------------------------------- By creating a new ticket, or by updating an existing ticket : if the CF declared in $myCfName is set to "Oui" , I need to execute the selected action based on the selected Template Scrip Condition : User Defined ------------------- The code which I have at present : ---------------------------------------------- my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; my $myCfName = "Qualification s?curit?"; return 0 unless ($trans->Type eq "Status" && $trans->NewValue eq "Create"); $RT::Logger->debug('>> $trans->Type = ' . $trans->Type); $RT::Logger->debug('>> $trans->Field = ' . $trans->Field); $RT::Logger->debug('>> $trans->NewValue = ' . $trans->NewValue); $RT::Logger->debug('>> $trans->OldValue = ' . $trans->OldValue); $RT::Logger->debug('***************************************'); if ($trans->Type eq 'CustomField') { my $cf = new RT::CustomField($RT::SystemUser); $cf->LoadById($trans->Field); return 0 unless $cf->id; $RT::Logger->debug('>> $myCfName = ' . $myCfName); $RT::Logger->debug('>> $cf->id = ' . $cf->id); $RT::Logger->debug('>> $cf->Name = ' . $cf->Name); $RT::Logger->debug('>> $cf->Type = ' . $cf->Type); $RT::Logger->debug('>> $cf->MaxValues = ' . $cf->MaxValues); $RT::Logger->debug('>> $cf->Pattern = ' . $cf->Pattern); $RT::Logger->debug('>> $cf->Description = ' . $cf->Description); $RT::Logger->debug('>> $cf->Creator = ' . $cf->Creator); $RT::Logger->debug('>> $cf->Created = ' . $cf->Created); $RT::Logger->debug('>> $trans->Type = ' . $trans->Type); $RT::Logger->debug('>> $trans->Field = ' . $trans->Field); $RT::Logger->debug('>> $trans->NewValue = ' . $trans->NewValue); $RT::Logger->debug('>> $trans->OldValue = ' . $trans->OldValue); $RT::Logger->debug(''); $RT::Logger->debug('-------------------------'); $RT::Logger->debug('- '. $cf->Name .' == ' . $myCfName); $RT::Logger->debug('- Valeur = ' . $trans->NewValue); if ($cf->Name == $myCfName && $trans->NewValue eq "Oui") { $RT::Logger->debug('->Action ex?cut?e...'); return 1; } else { $RT::Logger->debug('-> Action PAS ex?cut?e...'); } } $RT::Logger->debug('***************************************'); return 0; A big THANKS four your help. Horst >>> Le Vendredi, 5. Novembre 2010 ? 17:00, Kenneth Crocker a ?crit : Hort, Try this: # Check for Ticket Status changed to "Created" my $trans = $self->TransactionObj; return 0 unless ($trans->Type eq "Status" && $trans->NewValue eq "Create"); Then follow with your code. Kenn LBNL On Fri, Nov 5, 2010 at 7:25 AM, Horst Kriegers wrote: Hello, sorry, I don't understand how to consider the Ticket Creating. Can you assist me ? Thanks a lot Horst >>> Le Mardi, 29. Juin 2010 ? 17:01, Kevin Falcone a ?crit : On Tue, Jun 29, 2010 at 10:09:19AM +0200, Horst Kriegers wrote: > the following scrip works only "On transaction" but not wen a new ticket is created. > What is wrong ? Your condition says "only work when this is a custom field change", it doesn't consider Create types at all. -kevin > - Condition : User Defined > - Custom condition : > > my $trans = $self->TransactionObj; > my $ticket = $self->TicketObj; > > if ($trans->Type eq 'CustomField') { > my $cf = new RT::CustomField($RT::SystemUser); > $cf->LoadByName(Queue => $ticket->QueueObj->id, Name => "Qualification securite"); > return 0 unless $cf->id; > > if ($trans->Field == $cf->id && $trans->NewValue eq "Oui") { > return 1; > } > > } > return 0; _______________________________________________________________________ Le contenu de ce courriel est uniquement r?serv? ? la personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque mani?re que ce soit. _______________________________________________________________________ The content of this e-mail is intended only and solely for the use of the named recipient or organisation. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in any way. _______________________________________________________________________ ___________________________________________________________ Le contenu de ce courriel est uniquement r?serv? ? la personne ou l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque mani?re que ce soit. The content of this e-mail is intended only and solely for the use of the named recipient or organisation. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in any way. ___________________________________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From roydepp at gmail.com Tue Nov 9 05:42:20 2010 From: roydepp at gmail.com (Roy Depp) Date: Tue, 9 Nov 2010 12:42:20 +0200 Subject: [rt-users] Mandatory fields for unprivileged users via self service Message-ID: Hi, I've set mandatory fields, and they are enforced and working as expected for privileged users. When an unprivileged user reply to a ticket with those mandatory fields he can see those CFs, but they are not marked as Mandatory nor enforced. There are 2 problems here, which I would be happy to understand: 1) The CFs apply to "Ticket" and not "Ticket Transaction" so afaik they should only be displayed in ticket creation, not reply/comment. I expect this because this is the behavior for privileged users, I see those CF in ticket creation and not in reply/comment, so why its different for unprivileged user via SelfService? Is this a known bug? 2) If the CFs are displayed in "Ticket Transaction" when unprivileged user replying via self service, why Mandatory CFs are not enforced? Also see those correspondences to the list: [rt-users] Mandatory/Required custom field, 2008 Mike Peachy: "Privileged users are not allowed to create a ticket via the web ui without specifying a value for the mandatory ticket custom fields. UNprivileged users ARE allowed to create a ticket without selecting/specifying a value!" BUG: Mandatory Custom Fields in RT 3.6.3 doesn't work in all cases, 2007 Nick Metrowsky: "1. If you enter a ticket as a privileged user, you must enter a custom field that is set up as mandatory. 2. If you log in as an unprivileged user, mandatory fields don't work." http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg05302.html >From RT 3.8.2 Release Announcement: "Fixes and cleanups: * Validate mandatory custom fields on SelfService [elacour ruz]" http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg17478.html This is obviously not fixed. Thanks. From giles.bradshaw at SiGyl.com Tue Nov 9 06:39:18 2010 From: giles.bradshaw at SiGyl.com (Giles Bradshaw) Date: Tue, 09 Nov 2010 11:39:18 +0000 Subject: [rt-users] Basic question about running a perl script in RT Message-ID: <1289302758.6421.376.camel@giles-Acer> apologies for the v basic nature of this question. I have written a perl script to add some users to RT. Obviously when I run it straight from the linux command line it doesn't function because it isn't running in within the instance of RT. How do I run it within RT - ie with the @INC path set so perl can find all the libraries etc? From jesse at bestpractical.com Tue Nov 9 07:28:21 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 9 Nov 2010 07:28:21 -0500 Subject: [rt-users] RT mobile interface In-Reply-To: <4CCF218A.5060307@illinois.edu> References: <4CCEDCC9.9040903@illinois.edu> <20101101154553.GM2031@bestpractical.com> <4CCF218A.5060307@illinois.edu> Message-ID: <20101109122820.GT2031@bestpractical.com> I've had a colleague attempt to replicate this with the current CPAN version and he can't. Can you give me the exact steps from "open up the browser" that demonstrate the issue? On Mon, Nov 01, 2010 at 03:22:34PM -0500, John Arends wrote: > On 11/1/10 10:45 AM, Jesse Vincent wrote: > > > > > >On Mon, Nov 01, 2010 at 10:29:13AM -0500, John Arends wrote: > >>I installed the mobile plugin, and it seems to work pretty well for > >>the most part. I noticed in our case the link to return to the > >>normal interface doesn't work. Clicking it does nothing. Any ideas? > >If you try from a desktop browser does it work? > > I tried on a desktop and hit the /m/ link and tried clicking on the > "not using a mobile browser?" link and it doesn't do anything. > > The logout doesn't seem to do anything either, but I was guessing > that was due to how we authenticated users (through the web server > rather than through RT). > >>Also I noticed there is no queue view. Is this something that would > >>have been challenging to add? > >Not particularly, no. > This might be something cool to add in the next version. I still > don't own a smart phone of any type, but I'm looking at supporting > this for those who do. > > > -- From G.Booth at lboro.ac.uk Tue Nov 9 09:08:30 2010 From: G.Booth at lboro.ac.uk (G.Booth) Date: Tue, 09 Nov 2010 14:08:30 +0000 Subject: [rt-users] Basic question about running a perl script in RT References: <1289302758.6421.376.camel@giles-Acer> Message-ID: On Tue, 09 Nov 2010 11:39:18 +0000 Giles Bradshaw wrote: > apologies for the v basic nature of this question. > > I have written a perl script to add some users to RT. > Obviously when I > run it straight from the linux command line it doesn't >function because > it isn't running in within the instance of RT. > > How do I run it within RT - ie with the @INC path set so >perl can find > all the libraries etc? > Hi Giles We run our perl scripts for user population etc from opt/rt3/local/bin seems happy to run from here in terms of USE and PACKAGE etc hope that helps Garry From ruz at bestpractical.com Tue Nov 9 09:17:35 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 9 Nov 2010 17:17:35 +0300 Subject: [rt-users] =?utf-8?b?UsOpcC4gOiBSZTogQ3VzdG9tIHNjcmlwIDogJGNmLT5p?= =?utf-8?q?d_is_empty?= In-Reply-To: References: <4CD4101D020000390003BE9F@mail2.loro.swiss> <20101108181132.GA576@jibsheet.com> <4CD8F544020000390003BF39@mail2.loro.swiss> Message-ID: Hi. == is for numbers, use eq for strings Regards, Ruslan. From phone. 2010 11 9 09:17 ???????????? "Horst Kriegers" ???????: -------------- next part -------------- An HTML attachment was scrubbed... URL: From d.c.swan at ncl.ac.uk Tue Nov 9 09:53:25 2010 From: d.c.swan at ncl.ac.uk (Daniel Swan) Date: Tue, 9 Nov 2010 14:53:25 +0000 Subject: [rt-users] Adding additional features to the SelfService interface? Message-ID: Hi rt-users, I asked a couple of weeks ago about the possibility of simplifying the interface for our RT users. Somebody mentioned the SelfService interface. This is almost exactly what we need - somewhere to log in, and do basic ticket manipulation. Specifically we need 2 things - 1) assign custom fields (implemented and working) and 2) assign new watchers (which I can't get working). I've tried to add certain rights to the Unprivileged system group to do this, but they do not seem to percolate through to the UI. Is there a way to do what I want to do via an inbuilt mechanism? If not, what would be the best way to allow this in the SelfService interface? regards, Dan -- Bioinformatics Support Unit, Institute for Cell and Molecular Biosciences, Faculty of Medical Sciences, Framlington Place, Newcastle University, Newcastle, NE2 4HH Tel: +44 (0)191 222 7253? (Room M.2046, William Leech Building) Website: http://bsu.ncl.ac.uk/support Twitter: http://twitter.com/nclbsu From smithj4 at bnl.gov Tue Nov 9 10:23:28 2010 From: smithj4 at bnl.gov (Jason A. Smith) Date: Tue, 09 Nov 2010 10:23:28 -0500 Subject: [rt-users] RT MobileUI ticket display URL. Message-ID: <4CD96770.6060506@bnl.gov> Our ticket emails contain URLs to display the ticket link, like this: $RT::WebURL/Ticket/Display.html?id=$Id This works with a normal web browser, but with the Mobile UI extension installed which autodetects the client browser and redirects to the mobile area, I get the following error: Can't call method "id" on an undefined value at /usr/local/lib/rt3/plugins/RT-Extension-MobileUI/html/Callbacks/RT-Extension-MobileUI/Ticket/Display.html/Initial line 4. It looks like the URL for the Mobile UI has to look like this instead: $RT::WebURL/m/ticket/show?id=$Id but obviously it would be better not to have to include both URLs in the email message, which could be read on either a mobile device or desktop/laptop. Is there a way to fix this so that the main URL will work with the Mobile UI extension? Thanks, ~Jason -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 4068 bytes Desc: S/MIME Cryptographic Signature URL: From trs at bestpractical.com Tue Nov 9 10:44:17 2010 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 09 Nov 2010 10:44:17 -0500 Subject: [rt-users] RT MobileUI ticket display URL. In-Reply-To: <4CD96770.6060506@bnl.gov> References: <4CD96770.6060506@bnl.gov> Message-ID: <4CD96C51.3030406@bestpractical.com> On 09 Nov 2010 10:23, Jason A. Smith wrote: > This works with a normal web browser, but with the Mobile UI extension > installed which autodetects the client browser and redirects to the > mobile area, I get the following error: > > Can't call method "id" on an undefined value at > /usr/local/lib/rt3/plugins/RT-Extension-MobileUI/html/Callbacks/RT-Extension-MobileUI/Ticket/Display.html/Initial > line 4. This was fixed in version 0.99 of the extension which is available on CPAN. Thomas From smithj4 at bnl.gov Tue Nov 9 11:10:04 2010 From: smithj4 at bnl.gov (Jason A. Smith) Date: Tue, 09 Nov 2010 11:10:04 -0500 Subject: [rt-users] RT MobileUI ticket display URL. In-Reply-To: <4CD96C51.3030406@bestpractical.com> References: <4CD96770.6060506@bnl.gov> <4CD96C51.3030406@bestpractical.com> Message-ID: <4CD9725C.9010205@bnl.gov> On 11/09/2010 10:44 AM, Thomas Sibley wrote: > On 09 Nov 2010 10:23, Jason A. Smith wrote: >> This works with a normal web browser, but with the Mobile UI extension >> installed which autodetects the client browser and redirects to the >> mobile area, I get the following error: >> >> Can't call method "id" on an undefined value at >> /usr/local/lib/rt3/plugins/RT-Extension-MobileUI/html/Callbacks/RT-Extension-MobileUI/Ticket/Display.html/Initial >> line 4. > > This was fixed in version 0.99 of the extension which is available on CPAN. > > Thomas Yup, that fixed it. I guess I need to check CPAN more frequently. Thanks, ~Jason -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 4068 bytes Desc: S/MIME Cryptographic Signature URL: From trs at bestpractical.com Tue Nov 9 11:53:04 2010 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 09 Nov 2010 11:53:04 -0500 Subject: [rt-users] [Rt-devel] A new home for the wiki In-Reply-To: <4CD2E707.5070604@bestpractical.com> References: <4CD2E707.5070604@bestpractical.com> Message-ID: <4CD97C70.1020306@bestpractical.com> If all goes as planned, we'll be doing the final move to Wikia later this week. Links to wiki.bestpractical.com will redirect to the appropriate page at the new location, and we'll put up a read-only archive of the old wiki somewhere. Thomas On 04 Nov 2010 13:01, Thomas Sibley wrote: > Hi folks, > > In the very near future we're planning to move the RT wiki from our own > simple wiki software to Wikia. Moving to Wikia should help tremendously > with the spam we're seeing. I've run a test conversion at > http://rttest.wikia.com, and it generally looks good to us. If you use > the wiki, please take a look at the test conversion and let us know of > any oddities you come across so we can address them beforehand. > > Best, > Thomas > _______________________________________________ > List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel From jmaderios at kpunet.net Tue Nov 9 13:13:52 2010 From: jmaderios at kpunet.net (Jason Maderios) Date: Tue, 9 Nov 2010 09:13:52 -0900 Subject: [rt-users] Problem removing group members from groups. In-Reply-To: <0B64B2338BD94140B355CD2260D5D70B@kputelco> References: <0B64B2338BD94140B355CD2260D5D70B@kputelco> Message-ID: <048FABE78B9B4711A458FCEF98E8B45C@kputelco> All, I am still having an issue removing a a watcher from a queue. I can not remove the group as a member of another group or remove the watcher. I am also getting the error "Unable to revoke delegated rights for principal" when trying to remove one group out of another. Any help will be appreciated. Regards, Jason Maderios From: Jason Maderios Sent: Friday, October 29, 2010 10:24 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Problem removing group members from groups. All, I am getting the following error: [Fri Oct 29 19:14:21 2010] [warning]: Unable to revoke delegated rights for principal 30073 (/opt/rt3/bin/../lib/RT/GroupMember_Overlay.pm:342) When trying to remove a group as a member from another group. The goal of this is to remove the group from admincc. In RT/Admin/Edit the Group MTA I am unable to remove a Group that is a member of this group. The GUI error is "Member not deleted" The error log error is listed above. I have checked all group and queue permissions and they are all set to "No Value" There are no visible relation ships between the 2 queues. Any thoughts? Jason Maderios -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Tue Nov 9 13:25:57 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 9 Nov 2010 10:25:57 -0800 Subject: [rt-users] Question on CommandByMail error Message-ID: To List, I'm using CommandByMail and I keep getting this error message, yet the data is updated: Failed command 'due: 2010-11-28' Error message: (no message) Due: 2010-11-28 The Duse was modified, so why the error message? I tried this several times, ie. Due:11-26-2010; Due: 2010-11-28; Due: 11-26-2010, etc. Anyone know why? Kenn LBNL -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Tue Nov 9 14:03:44 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 9 Nov 2010 11:03:44 -0800 Subject: [rt-users] Problem removing group members from groups. In-Reply-To: <048FABE78B9B4711A458FCEF98E8B45C@kputelco> References: <0B64B2338BD94140B355CD2260D5D70B@kputelco> <048FABE78B9B4711A458FCEF98E8B45C@kputelco> Message-ID: Jason, If you are a "SuperUser" (and I assume you are) you shouldn't be having that problem. If you are signed on with a userId that does not have certain rights (like ModifyQueueWatchers), you won't be able to remove those members. Kenn LBNL On Tue, Nov 9, 2010 at 10:13 AM, Jason Maderios wrote: > All, > > I am still having an issue removing a a watcher from a queue. I can not > remove the group as a member of another group or remove the watcher. I am > also getting the error "Unable to revoke delegated rights for principal" > when trying to remove one group out of another. > > Any help will be appreciated. > > Regards, > > Jason Maderios > > > > *From:* Jason Maderios > *Sent:* Friday, October 29, 2010 10:24 AM > *To:* rt-users at lists.bestpractical.com > *Subject:* [rt-users] Problem removing group members from groups. > > All, > > I am getting the following error: [Fri Oct 29 19:14:21 2010] [warning]: > Unable to revoke delegated rights for principal 30073 > (/opt/rt3/bin/../lib/RT/GroupMember_Overlay.pm:342) > > When trying to remove a group as a member from another group. > > The goal of this is to remove the group from admincc. > > In RT/Admin/Edit the Group MTA > > I am unable to remove a Group that is a member of this group. > > The GUI error is "Member not deleted" > The error log error is listed above. > > I have checked all group and queue permissions and they are all set to "No > Value" > > There are no visible relation ships between the 2 queues. > > > Any thoughts? > > Jason Maderios > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From maillist at konsoletek.com Tue Nov 9 14:15:00 2010 From: maillist at konsoletek.com (Jon Davis) Date: Tue, 9 Nov 2010 11:15:00 -0800 Subject: [rt-users] Question on CommandByMail error In-Reply-To: References: Message-ID: I don't have anything useful to contribute for an answer, other than "Me too". I have this exact same issue and I tried every format I could think of, nothing worked. Eventually I just gave up. If you figure it out, do let us know (please!) -Jon On Tue, Nov 9, 2010 at 10:25, Kenneth Crocker wrote: > To List, > > I'm using CommandByMail and I keep getting this error message, yet the data > is updated: > > Failed command 'due: 2010-11-28' > Error message: (no message) > > > > Due: 2010-11-28 > > The Duse was modified, so why the error message? > > I tried this several times, ie. Due:11-26-2010; Due: 2010-11-28; Due: > 11-26-2010, etc. > > Anyone know why? > > Kenn > LBNL > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Tue Nov 9 14:21:36 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 9 Nov 2010 11:21:36 -0800 Subject: [rt-users] Question on CommandByMail error In-Reply-To: References: Message-ID: Jon, Actually, I have noticed a couple problems, especially for any Custom Fields defined as "Text" or "Wiki Text". Whether I use Gmail, Thunderbird, etc. it only manages to capture the first 76 characters. I think it needs to be re-worked for those type of CF's to capture all text until it runs into another Field command or "END" or something. Kenn LBNL On Tue, Nov 9, 2010 at 11:15 AM, Jon Davis wrote: > I don't have anything useful to contribute for an answer, other than "Me > too". I have this exact same issue and I tried every format I could think > of, nothing worked. Eventually I just gave up. > > If you figure it out, do let us know (please!) > -Jon > > > On Tue, Nov 9, 2010 at 10:25, Kenneth Crocker wrote: > >> To List, >> >> I'm using CommandByMail and I keep getting this error message, yet the >> data is updated: >> >> Failed command 'due: 2010-11-28' >> Error message: (no message) >> >> >> >> Due: 2010-11-28 >> >> The Duse was modified, so why the error message? >> >> I tried this several times, ie. Due:11-26-2010; Due: 2010-11-28; Due: >> 11-26-2010, etc. >> >> Anyone know why? >> >> Kenn >> LBNL >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From giles.bradshaw at SiGyl.com Tue Nov 9 15:14:26 2010 From: giles.bradshaw at SiGyl.com (Giles Bradshaw) Date: Tue, 09 Nov 2010 20:14:26 +0000 Subject: [rt-users] How to set a custom field on a user Message-ID: <1289333666.6421.1155.camel@giles-Acer> I have created a new RT:User object and loaded it but I cannot see how to set one of it's custom fields. There seem to be methods for Tickets but I cannot find any for Users. From falcone at bestpractical.com Tue Nov 9 15:52:22 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 9 Nov 2010 15:52:22 -0500 Subject: [rt-users] Question on CommandByMail error In-Reply-To: References: Message-ID: <20101109205222.GA785@jibsheet.com> On Tue, Nov 09, 2010 at 10:25:57AM -0800, Kenneth Crocker wrote: > To List, > > I'm using CommandByMail and I keep getting this error message, yet the data is updated: > > Failed command 'due: 2010-11-28' > Error message: (no message) > > Due: 2010-11-28 > > The Duse was modified, so why the error message? > > I tried this several times, ie. Due:11-26-2010; Due: 2010-11-28; Due: 11-26-2010, etc. The test suite passes using a timestamp (which is what the documentation indicates). Does that work for you? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From fadel.kamreddine at biond.net Tue Nov 9 16:04:48 2010 From: fadel.kamreddine at biond.net (Fadel Kamreddine) Date: Tue, 9 Nov 2010 16:04:48 -0500 Subject: [rt-users] Couldn't create a ticket group of type 'Requestor' In-Reply-To: References: Message-ID: Hello all, I tried again upgrading the db part and as you see no appearing errors. Still we have errors when creating a ticket or assigning unassigned tickets Thanks! Fadel --upgrade begins-- # ./sbin/rt-setup-database --action upgrade In order to create or update your RT database, this script needs to connect to your Oracle instance on x.x.x.x as rt Please specify that user's database password below. If the user has no database password, just press return. Password: Working with: Type: Oracle Host: x.x.x.x Name: rtdb User: rt DBA: rt Enter RT version you're upgrading from: 3.6.4 Going to apply following upgrades: * 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 3.7.1 Now inserting data Processing 3.7.3 Now populating database schema. Processing 3.7.10 Now inserting data Processing 3.7.15 Now inserting data Processing 3.7.19 Now inserting data Added description to scrip #67 Added description to scrip #22 Added description to scrip #23 Added description to scrip #1 Added description to scrip #4 Added description to scrip #7 Added description to scrip #21 Processing 3.7.81 Now populating database schema. Processing 3.7.82 Now inserting data Processing 3.7.85 Now inserting data Processing 3.7.86 Now inserting data Processing 3.7.87 Now inserting data Processing 3.8.0 Now inserting data Processing 3.8.1 Now inserting data Processing 3.8.2 Now inserting data [Tue Nov 9 19:50:54 2010] [warning]: Going to add [OLD] prefix to all temlates in approvals queue. If you never used approvals then you can delete all these templates with [OLD] prefix. Leave new there may be you will want to use approvals some time. (./etc/upgrade/3.8.2/content:3) [Tue Nov 9 19:50:56 2010] [warning]: IMPORTANT: We're going to delete all scrips in Approvals queue and save them in 'rt-approvals-scrips-q3Mu' file. (./etc/upgrade/3.8.2/content:165) Processing 3.8.3 Now inserting data Processing 3.8.4 Now inserting data Processing 3.8.6 Now inserting data Done. --upgrade ends-- Please note that the "rt-setup-database" script was executed from the RT installation folder (NOT the installed folder in /opt/rt3) *From:* rt-users-bounces at lists.bestpractical.com [mailto: rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth Crocker *Sent:* October 27, 2010 3:50 PM *To:* rt-users at lists.bestpractical.com *Subject:* Re: [rt-users] Couldn't create a ticket group of type 'Requestor' Fadel, You say you migrated the 3.6.4 database over. Did you run the UPGRADE to the DataBase? There are instructions on this in the README for the upgrade. Kenn LBNL On Wed, Oct 27, 2010 at 11:10 AM, Fadel Kamreddine < fadel.kamreddine at biond.net> wrote: Hi, Current setting is RT 3.6.4 using Oracle 11gr1 and it's running fine. We are migrating to RT 3.8.7 on a new server and new oracle version 11gr2 We installed RT 3.8.7 and copied all the RT schema to the new database instance. We did a test by using new RT version on existing 11gr1 database and it worked fine - this proves that the RT installation is fine we presume. We can login fine and browse through existing tickets, update existing owned ticket but having issues when we need to create , take/assign a ticket and we cant see the contents of a ticket when it's not assigned Errors in rt log: [Wed Oct 27 15:07:05 2010] [error]: Couldn't create a ticket group of type 'Requestor' for ticket 79713: Could not create group (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:989) [Wed Oct 27 15:07:05 2010] [crit]: Couldn't create ticket groups for ticket 79713. aborting Ticket creation. (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:509) [Wed Oct 27 15:07:05 2010] [error]: WebRT: Ticket could not be created due to an internal error (/opt/rt3/share/html/Elements/Error:82) Any ideas? Thanks! -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Tue Nov 9 16:22:51 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 9 Nov 2010 13:22:51 -0800 Subject: [rt-users] Question on CommandByMail error In-Reply-To: <20101109205222.GA785@jibsheet.com> References: <20101109205222.GA785@jibsheet.com> Message-ID: Kevin, I don't understand 'test suite' nor what 'timestamp' refers to. Kenn On Tue, Nov 9, 2010 at 12:52 PM, Kevin Falcone wrote: > On Tue, Nov 09, 2010 at 10:25:57AM -0800, Kenneth Crocker wrote: > > To List, > > > > I'm using CommandByMail and I keep getting this error message, yet the > data is updated: > > > > Failed command 'due: 2010-11-28' > > Error message: (no message) > > > > Due: 2010-11-28 > > > > The Duse was modified, so why the error message? > > > > I tried this several times, ie. Due:11-26-2010; Due: 2010-11-28; Due: > 11-26-2010, etc. > > The test suite passes using a timestamp (which is what the > documentation indicates). Does that work for you? > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Nov 9 16:27:31 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 9 Nov 2010 16:27:31 -0500 Subject: [rt-users] Question on CommandByMail error In-Reply-To: References: <20101109205222.GA785@jibsheet.com> Message-ID: <20101109212731.GB785@jibsheet.com> On Tue, Nov 09, 2010 at 01:22:51PM -0800, Kenneth Crocker wrote: > I don't understand 'test suite' nor what 'timestamp' refers to. The module has a series of tests that are run before a release, and it passes. That test suite tests Due. A timestamp is a timestamp, what RT displays dates as by default. Once you figure it out, documentation patches to make it clearer for you are welcome in the rt.cpan queue for the module. -kevin > On Tue, Nov 9, 2010 at 12:52 PM, Kevin Falcone <[1]falcone at bestpractical.com> wrote: > > On Tue, Nov 09, 2010 at 10:25:57AM -0800, Kenneth Crocker wrote: > > To List, > > > > I'm using CommandByMail and I keep getting this error message, yet the data is updated: > > > > Failed command 'due: 2010-11-28' > > Error message: (no message) > > > > Due: 2010-11-28 > > > > The Duse was modified, so why the error message? > > > > I tried this several times, ie. Due:11-26-2010; Due: 2010-11-28; Due: 11-26-2010, etc. > > The test suite passes using a timestamp (which is what the > documentation indicates). Does that work for you? > -kevin > > References > > Visible links > 1. mailto:falcone at bestpractical.com -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jarends at illinois.edu Tue Nov 9 16:50:14 2010 From: jarends at illinois.edu (John Arends) Date: Tue, 9 Nov 2010 15:50:14 -0600 Subject: [rt-users] RT mobile interface In-Reply-To: <20101109122820.GT2031@bestpractical.com> References: <4CCEDCC9.9040903@illinois.edu> <20101101154553.GM2031@bestpractical.com> <4CCF218A.5060307@illinois.edu> <20101109122820.GT2031@bestpractical.com> Message-ID: <4CD9C216.3070501@illinois.edu> Ok, I figured out some more specifics: I pointed my browser (FireFox) at https://rt-system.edu/rt/m and it forwarded to https://rt-system.edu/rt/m/index.html I noticed the link at the bottom is for https://rt-system.edu/rt/m?NotMobile=1 and it doesn't work. If I manually type in https://rt-system.edu/rt/m/index.html?NotMobile=1 on the address bar it works. On 11/9/10 6:28 AM, Jesse Vincent wrote: > I've had a colleague attempt to replicate this with the current CPAN version and he can't. > > Can you give me the exact steps from "open up the browser" that demonstrate the issue? > > > On Mon, Nov 01, 2010 at 03:22:34PM -0500, John Arends wrote: >> On 11/1/10 10:45 AM, Jesse Vincent wrote: >>> >>> On Mon, Nov 01, 2010 at 10:29:13AM -0500, John Arends wrote: >>>> I installed the mobile plugin, and it seems to work pretty well for >>>> the most part. I noticed in our case the link to return to the >>>> normal interface doesn't work. Clicking it does nothing. Any ideas? >>> If you try from a desktop browser does it work? >> I tried on a desktop and hit the /m/ link and tried clicking on the >> "not using a mobile browser?" link and it doesn't do anything. >> >> The logout doesn't seem to do anything either, but I was guessing >> that was due to how we authenticated users (through the web server >> rather than through RT). >>>> Also I noticed there is no queue view. Is this something that would >>>> have been challenging to add? >>> Not particularly, no. >> This might be something cool to add in the next version. I still >> don't own a smart phone of any type, but I'm looking at supporting >> this for those who do. >> >> >> -- John Arends jarends at illinois.edu Network Analyst College of ACES ITCS University of Illinois at Urbana-Champaign From PBarton at iesi.com Tue Nov 9 16:58:54 2010 From: PBarton at iesi.com (Peter Barton) Date: Tue, 9 Nov 2010 15:58:54 -0600 Subject: [rt-users] Branded Queues and Privacy In-Reply-To: <4CD9C216.3070501@illinois.edu> References: <4CCEDCC9.9040903@illinois.edu><20101101154553.GM2031@bestpractical.com><4CCF218A.5060307@illinois.edu><20101109122820.GT2031@bestpractical.com> <4CD9C216.3070501@illinois.edu> Message-ID: I have recently set up a branded queue for my company's Payroll department. We are still using the RT system for IT Helpdesk purposes as well. Is there a way to completely block access to the Payroll queue from everyone who is not a member of the Payroll Group? Thanks ----- Peter Barton From ktm at rice.edu Tue Nov 9 17:12:25 2010 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 9 Nov 2010 16:12:25 -0600 Subject: [rt-users] Branded Queues and Privacy In-Reply-To: References: <4CD9C216.3070501@illinois.edu> Message-ID: <20101109221225.GG27429@aart.is.rice.edu> Yes, you can assign the appropriate permissions to the queues. We had to remove so overly permissive global permission settings to get this to work correctly. You can use the RightsMatix module to help you track down problems. RT is pretty granular in its ACL design. We currently have several compartmentalized systems with their own SPAM systems and dedicated Email address working very smoothly. Cheers, Ken On Tue, Nov 09, 2010 at 03:58:54PM -0600, Peter Barton wrote: > I have recently set up a branded queue for my company's Payroll > department. We are still using the RT system for IT Helpdesk purposes > as well. Is there a way to completely block access to the Payroll queue > from everyone who is not a member of the Payroll Group? > > Thanks > > ----- > Peter Barton > From pepus at p-h-a.cz Tue Nov 9 19:48:58 2010 From: pepus at p-h-a.cz (Josef) Date: Wed, 10 Nov 2010 01:48:58 +0100 Subject: [rt-users] ticket custom fields won't show up Message-ID: <4CD9EBFA.2030408@p-h-a.cz> Hi, I'm trying to add some custom fields to tickets. I have created them, added them to a corresponding queue, set SeeCustomField to everyone. But still only privileged users see these fields when creating a new ticket. Unprivileged users don't see them, but when they fill a request, it returns an error, as I have set these fields to be mandatory. Is it possible to add this, or do have all users to use full UI? Thanks, Josef From jesse at bestpractical.com Wed Nov 10 01:10:17 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 10 Nov 2010 07:10:17 +0100 Subject: [rt-users] RT mobile interface In-Reply-To: <4CD9C216.3070501@illinois.edu> References: <4CCEDCC9.9040903@illinois.edu> <20101101154553.GM2031@bestpractical.com> <4CCF218A.5060307@illinois.edu> <20101109122820.GT2031@bestpractical.com> <4CD9C216.3070501@illinois.edu> Message-ID: <20101110061017.GB23420@puppy> On Tue 9.Nov'10 at 15:50:14 -0600, John Arends wrote: > Ok, I figured out some more specifics: > > I pointed my browser (FireFox) at https://rt-system.edu/rt/m and it > forwarded to https://rt-system.edu/rt/m/index.html > > I noticed the link at the bottom is for > https://rt-system.edu/rt/m?NotMobile=1 and it doesn't work. If you try https://rt-system.edu/rt/m/?NotMobile=1 does it work? From elacour at easter-eggs.com Wed Nov 10 03:31:07 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 10 Nov 2010 09:31:07 +0100 Subject: [rt-users] How to set a custom field on a user In-Reply-To: <1289333666.6421.1155.camel@giles-Acer> References: <1289333666.6421.1155.camel@giles-Acer> Message-ID: <20101110083107.GA2825@easter-eggs.com> On Tue, Nov 09, 2010 at 08:14:26PM +0000, Giles Bradshaw wrote: > I have created a new RT:User object and loaded it but I cannot see how > to set one of it's custom fields. There seem to be methods for Tickets > but I cannot find any for Users. > Most customfields methods are common to all objects, and so in RT::Record see methods FirstCustomFieldValue to get a value and AddCustomFieldValue to set a new value in lib/RT/Record.pm. From elacour at easter-eggs.com Wed Nov 10 03:32:28 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 10 Nov 2010 09:32:28 +0100 Subject: [rt-users] ticket custom fields won't show up In-Reply-To: <4CD9EBFA.2030408@p-h-a.cz> References: <4CD9EBFA.2030408@p-h-a.cz> Message-ID: <20101110083228.GB2825@easter-eggs.com> On Wed, Nov 10, 2010 at 01:48:58AM +0100, Josef wrote: > Hi, > I'm trying to add some custom fields to tickets. I have created > them, added them to a corresponding queue, set SeeCustomField to > everyone. But still only privileged users see these fields when > creating a new ticket. Unprivileged users don't see them, but when > they fill a request, it returns an error, as I have set these fields > to be mandatory. Is it possible to add this, or do have all users to > use full UI? > When you create a ticket, you're editing customfields so the right to grant is not SeeCustomField, but ModifyCustomField. From wolfram.huettermann at desy.de Wed Nov 10 10:21:53 2010 From: wolfram.huettermann at desy.de (Wolfram Huettermann) Date: Wed, 10 Nov 2010 16:21:53 +0100 Subject: [rt-users] Display user custom fields in user list Message-ID: <4CDAB891.4020206@desy.de> Hi, I have a user list with the entries "id", "name", "real name" and "e-mail address". I have created a user custom field "hobbies" and I want to display it in that list as an additional column. How is it possible? What should I do? Thanks in advance. Wolfram Huettermann From jphml at videotron.ca Wed Nov 10 09:39:07 2010 From: jphml at videotron.ca (Jean-Philippe Houde) Date: Wed, 10 Nov 2010 09:39:07 -0500 Subject: [rt-users] Merging CFs Message-ID: Hi, Quick question regarding Custom Fields. We are using RT 3.8.0 and I'm trying the following: 1. Ticket #1 with a test CF with a value of "test1" 2. Ticket #2 with a test CF with a value of "test2" 3. Merging #2 into #1 What I'd like to end up with is to have the test CF showing both values (test1 and test2) when I go to the merged ticket (#1 in that case). But unfortunately, ticket #1 only show it's original value of "test1". The "test2" value seems to "disappear". I've tried "Enter multiple values" as a CF type but it doesn't seems to do it. Is there a way to do that? Thanks in advanced, Jean-Philippe From elacour at easter-eggs.com Wed Nov 10 10:53:58 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 10 Nov 2010 16:53:58 +0100 Subject: [rt-users] Merging CFs In-Reply-To: References: Message-ID: <20101110155358.GF2825@easter-eggs.com> On Wed, Nov 10, 2010 at 09:39:07AM -0500, Jean-Philippe Houde wrote: > Hi, > > Quick question regarding Custom Fields. We are using RT 3.8.0 and I'm trying > the following: > > 1. Ticket #1 with a test CF with a value of "test1" > 2. Ticket #2 with a test CF with a value of "test2" > 3. Merging #2 into #1 > > What I'd like to end up with is to have the test CF showing both values > (test1 and test2) when I go to the merged ticket (#1 in that case). But > unfortunately, ticket #1 only show it's original value of "test1". The > "test2" value seems to "disappear". > > I've tried "Enter multiple values" as a CF type but it doesn't seems to do > it. Is there a way to do that? > that's how RT works actually, it does not merge customfields on ticket merge. you have to modify RT code for this (see method MergeInto in lib/RT/Ticket_Overlay.pm). (may be done by a scrip on transaction of type Link with field MergedInto) From elacour at easter-eggs.com Wed Nov 10 11:03:23 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 10 Nov 2010 17:03:23 +0100 Subject: [rt-users] Display user custom fields in user list In-Reply-To: <4CDAB891.4020206@desy.de> References: <4CDAB891.4020206@desy.de> Message-ID: <20101110160323.GG2825@easter-eggs.com> On Wed, Nov 10, 2010 at 04:21:53PM +0100, Wolfram Huettermann wrote: > Hi, > > I have a user list with the entries "id", "name", "real name" and > "e-mail address". I have created a user custom field "hobbies" and > I want to display it in that list as an additional column. How is it > possible? What should I do? > on recent RT 3.8.8, you should be able to do this with configuration variable %AdminSearchResultFormat. example to display CF "Test": Set(%AdminSearchResultFormat, ... Users => q{'__id__/TITLE:#'} .q{,'__Name__/TITLE:Name'} .q{,__RealName__, __EmailAddress__} .q[, 'CF.{Test}'], ^^^^^^^^^^^^^^^^^^ ... ); From Franck.Calleja-Albillos at alcatel-lucent.com Wed Nov 10 11:52:09 2010 From: Franck.Calleja-Albillos at alcatel-lucent.com (CALLEJA-ALBILLOS, FRANCK (FRANCK)** CTR **) Date: Wed, 10 Nov 2010 17:52:09 +0100 Subject: [rt-users] Several line for a CustomField in CommandByEmail. In-Reply-To: <20101110160323.GG2825@easter-eggs.com> References: <4CDAB891.4020206@desy.de> <20101110160323.GG2825@easter-eggs.com> Message-ID: Hello, I want to create tickets through CommandByEmail and fulfill some CustomFields. One of them is a text area (including several lines), but I don't know how to format the mail so that it takes the "Carriage Return" or "Line Feed" into account : I've tried : CustomField.{Adresse}:"6, rue L?onard de Vinci - BP 0119 53001 LAVAL" CustomField.{Adresse}:6, rue L?onard de Vinci - BP 0119 53001 LAVAL CustomField.{Adresse}:6, rue L?onard de Vinci - BP 0119 AddCustomField.{Adresse}:53001 LAVAL None seems to work. Or perhaps I'm wrong. Every else other Field ou CustomField is updated correctly. How can I do ? Thanks for your help, Franck CALLEJA-ALBILLOS From jphml at videotron.ca Wed Nov 10 11:59:48 2010 From: jphml at videotron.ca (Jean-Philippe Houde) Date: Wed, 10 Nov 2010 11:59:48 -0500 Subject: [rt-users] Merging CFs In-Reply-To: <20101110155358.GF2825@easter-eggs.com> Message-ID: Hi Emmanuel, Thanks for your reply. If it can be done through scrip, would it be possible to give me a short example that I can start with. Thanks, Jean-Philippe On 10-11-10 10:53 AM, "Emmanuel Lacour" wrote: > On Wed, Nov 10, 2010 at 09:39:07AM -0500, Jean-Philippe Houde wrote: >> Hi, >> >> Quick question regarding Custom Fields. We are using RT 3.8.0 and I'm trying >> the following: >> >> 1. Ticket #1 with a test CF with a value of "test1" >> 2. Ticket #2 with a test CF with a value of "test2" >> 3. Merging #2 into #1 >> >> What I'd like to end up with is to have the test CF showing both values >> (test1 and test2) when I go to the merged ticket (#1 in that case). But >> unfortunately, ticket #1 only show it's original value of "test1". The >> "test2" value seems to "disappear". >> >> I've tried "Enter multiple values" as a CF type but it doesn't seems to do >> it. Is there a way to do that? >> > > that's how RT works actually, it does not merge customfields on ticket > merge. > > you have to modify RT code for this (see method MergeInto in > lib/RT/Ticket_Overlay.pm). > > (may be done by a scrip on transaction of type Link with field > MergedInto) > From jphml at videotron.ca Wed Nov 10 15:07:39 2010 From: jphml at videotron.ca (Jean-Philippe Houde) Date: Wed, 10 Nov 2010 15:07:39 -0500 Subject: [rt-users] Merging CFs In-Reply-To: Message-ID: I finally was able to do it using the information on this wiki page http://wiki.bestpractical.com/view/OnMerge On 10-11-10 11:59 AM, "Jean-Philippe Houde" wrote: > Hi Emmanuel, > > Thanks for your reply. If it can be done through scrip, would it be possible > to give me a short example that I can start with. > > Thanks, > > Jean-Philippe > > > On 10-11-10 10:53 AM, "Emmanuel Lacour" wrote: > >> On Wed, Nov 10, 2010 at 09:39:07AM -0500, Jean-Philippe Houde wrote: >>> Hi, >>> >>> Quick question regarding Custom Fields. We are using RT 3.8.0 and I'm trying >>> the following: >>> >>> 1. Ticket #1 with a test CF with a value of "test1" >>> 2. Ticket #2 with a test CF with a value of "test2" >>> 3. Merging #2 into #1 >>> >>> What I'd like to end up with is to have the test CF showing both values >>> (test1 and test2) when I go to the merged ticket (#1 in that case). But >>> unfortunately, ticket #1 only show it's original value of "test1". The >>> "test2" value seems to "disappear". >>> >>> I've tried "Enter multiple values" as a CF type but it doesn't seems to do >>> it. Is there a way to do that? >>> >> >> that's how RT works actually, it does not merge customfields on ticket >> merge. >> >> you have to modify RT code for this (see method MergeInto in >> lib/RT/Ticket_Overlay.pm). >> >> (may be done by a scrip on transaction of type Link with field >> MergedInto) >> > > From kris_germann at 295.ca Wed Nov 10 15:32:41 2010 From: kris_germann at 295.ca (Kris Germann) Date: Wed, 10 Nov 2010 15:32:41 -0500 Subject: [rt-users] Ticket creation adds content automatically Message-ID: <4CDB0169.9010305@295.ca> Hey guys, So I'm having a bit of trouble here... I'm trying to create a scrip to run, which is whenever a ticket is created for a specific queue, there is already text in the content window (like there is when you have a signature). My scrip is: Condition: On Create Action: Create Tickets Template: Global Template: My template (text only) Stage: Transaction Create No custom conditions defined, Any ideas what I'm doing wrong? -- Kris Supervisor, Sales & Technical Support freephoneline.ca 605 Boxwood Drive Cambridge ON, N3E1A5 -------------- next part -------------- An HTML attachment was scrubbed... URL: From mathieu at closetwork.org Wed Nov 10 16:24:20 2010 From: mathieu at closetwork.org (Mathieu Longtin) Date: Wed, 10 Nov 2010 16:24:20 -0500 Subject: [rt-users] Ticket creation adds content automatically In-Reply-To: <4CDB0169.9010305@295.ca> References: <4CDB0169.9010305@295.ca> Message-ID: Check this thread. http://www.gossamer-threads.com/lists/rt/users/96835 -- Mathieu Longtin 1-514-803-8977 On Wed, Nov 10, 2010 at 3:32 PM, Kris Germann wrote: > Hey guys, > > So I'm having a bit of trouble here... > > I'm trying to create a scrip to run, which is whenever a ticket is created > for a specific queue, there is already text in the content window (like > there is when you have a signature). > > My scrip is: > > Condition: On Create > Action: Create Tickets > Template: Global Template: My template (text only) > Stage: Transaction Create > > No custom conditions defined, > > Any ideas what I'm doing wrong? > -- > > Kris > Supervisor, Sales & Technical Support > freephoneline.ca > 605 Boxwood Drive > Cambridge ON, N3E1A5 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kris_germann at 295.ca Wed Nov 10 16:31:45 2010 From: kris_germann at 295.ca (Kris Germann) Date: Wed, 10 Nov 2010 16:31:45 -0500 Subject: [rt-users] Ticket creation adds content automatically In-Reply-To: References: <4CDB0169.9010305@295.ca> Message-ID: <4CDB0F41.4030504@295.ca> Thank you Mathieu, this is perfect. Kris Supervisor, Sales & Technical Support freephoneline.ca 605 Boxwood Drive Cambridge ON, N3E1A5 On 11/10/2010 04:24 PM, Mathieu Longtin wrote: > Check this thread. > http://www.gossamer-threads.com/lists/rt/users/96835 > > -- > Mathieu Longtin > 1-514-803-8977 > > > On Wed, Nov 10, 2010 at 3:32 PM, Kris Germann > wrote: > > Hey guys, > > So I'm having a bit of trouble here... > > I'm trying to create a scrip to run, which is whenever a ticket is > created for a specific queue, there is already text in the content > window (like there is when you have a signature). > > My scrip is: > > Condition: On Create > Action: Create Tickets > Template: Global Template: My template (text only) > Stage: Transaction Create > > No custom conditions defined, > > Any ideas what I'm doing wrong? > -- > > Kris > Supervisor, Sales & Technical Support > freephoneline.ca > 605 Boxwood Drive > Cambridge ON, N3E1A5 > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From pepus at p-h-a.cz Wed Nov 10 17:39:22 2010 From: pepus at p-h-a.cz (Josef) Date: Wed, 10 Nov 2010 23:39:22 +0100 Subject: [rt-users] Display user custom fields in user list In-Reply-To: <20101110160323.GG2825@easter-eggs.com> References: <4CDAB891.4020206@desy.de> <20101110160323.GG2825@easter-eggs.com> Message-ID: <4CDB1F1A.9080104@p-h-a.cz> I have a simillar question, how could I display these user fields in a script? I have tried something like {$Ticket->CustomFieldValues('MyCustomField')} but it returns some hash... {$Ticket->MyCustomField} doesn't work as well Dne 11/10/10 5:03 PM, Emmanuel Lacour napsal(a): > On Wed, Nov 10, 2010 at 04:21:53PM +0100, Wolfram Huettermann wrote: >> Hi, >> >> I have a user list with the entries "id", "name", "real name" and >> "e-mail address". I have created a user custom field "hobbies" and >> I want to display it in that list as an additional column. How is it >> possible? What should I do? >> > on recent RT 3.8.8, you should be able to do this with configuration > variable %AdminSearchResultFormat. > > example to display CF "Test": > > Set(%AdminSearchResultFormat, > ... > Users => > q{'__id__/TITLE:#'} > .q{,'__Name__/TITLE:Name'} > .q{,__RealName__, __EmailAddress__} > .q[, 'CF.{Test}'], > ^^^^^^^^^^^^^^^^^^ > ... > ); > From kirby at umbc.edu Wed Nov 10 19:34:52 2010 From: kirby at umbc.edu (Joe Kirby) Date: Wed, 10 Nov 2010 19:34:52 -0500 Subject: [rt-users] Fwd: UnPrivliged User question References: <9C04DBD6-EC51-42EE-A065-5A8E60D1D24F@umbc.edu> Message-ID: <4C325D12-72A5-4352-8A11-F08D6886DE56@umbc.edu> Begin forwarded message: > From: Joe Kirby > Date: November 10, 2010 7:32:03 PM EST > To: rt-users-request at lists.bestpractical.com > Subject: UnPrivliged User question > > I want my self service (unprivileged) user to be able to show email. > > I have globally setup Requestor to have reply to ticket, show > ticket, show outgoing email, forward email, watch. > > When I test it out the Requestor cannot see the email generated by > RT via the Show in ticket history for email > > Any help is greatly appreciated > > Thanks > > Joe > > Joe Kirby , Assistant Vice President, Business Systems > Division of Information Technology (DoIT) > Support Response - http://www.umbc.edu/oit > Administration 627 > Office - 410-455-3020 > Email - kirby at umbc.edu > Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From wolfram.huettermann at desy.de Thu Nov 11 04:10:35 2010 From: wolfram.huettermann at desy.de (Wolfram Huettermann) Date: Thu, 11 Nov 2010 10:10:35 +0100 Subject: [rt-users] Thanks for your help with the user CF Message-ID: <4CDBB30B.7050803@desy.de> Hi Emannuel, thank you! It works very well. It is sufficient to write: q{, 'CF.{Test}/TITLE:This is a test'} Greetungs, Wolfram From ruz at bestpractical.com Thu Nov 11 08:32:45 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 11 Nov 2010 16:32:45 +0300 Subject: [rt-users] Display user custom fields in user list In-Reply-To: <4CDB1F1A.9080104@p-h-a.cz> References: <4CDAB891.4020206@desy.de> <20101110160323.GG2825@easter-eggs.com> <4CDB1F1A.9080104@p-h-a.cz> Message-ID: Josef, Your question is unrelated to this thread. Start a new thread next time. CustomFieldValues returns an object, not a hash. You use it when cf may have multiple values. Otherwise use FirstCustomFieldValue method. Regards, Ruslan. From phone. 2010 11 11 01:40 ???????????? "Josef" ???????: > I have a simillar question, > how could I display these user fields in a script? I have tried > something like > > {$Ticket->CustomFieldValues('MyCustomField')} > but it returns some hash... > > {$Ticket->MyCustomField} > doesn't work as well > > Dne 11/10/10 5:03 PM, Emmanuel Lacour napsal(a): >> On Wed, Nov 10, 2010 at 04:21:53PM +0100, Wolfram Huettermann wrote: >>> Hi, >>> >>> I have a user list with the entries "id", "name", "real name" and >>> "e-mail address". I have created a user custom field "hobbies" and >>> I want to display it in that list as an additional column. How is it >>> possible? What should I do? >>> >> on recent RT 3.8.8, you should be able to do this with configuration >> variable %AdminSearchResultFormat. >> >> example to display CF "Test": >> >> Set(%AdminSearchResultFormat, >> ... >> Users => >> q{'__id__/TITLE:#'} >> .q{,'__Name__/TITLE:Name'} >> .q{,__RealName__, __EmailAddress__} >> .q[, 'CF.{Test}'], >> ^^^^^^^^^^^^^^^^^^ >> ... >> ); >> -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Nov 11 08:44:26 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 11 Nov 2010 16:44:26 +0300 Subject: [rt-users] Several line for a CustomField in CommandByEmail. In-Reply-To: References: <4CDAB891.4020206@desy.de> <20101110160323.GG2825@easter-eggs.com> Message-ID: Hi Try spaces in the beginning of a new line. Cf: bla Bla Bla Regards, Ruslan. From phone. 2010 11 10 19:53 ???????????? "CALLEJA-ALBILLOS, FRANCK (FRANCK)** CTR **" < Franck.Calleja-Albillos at alcatel-lucent.com> ???????: > Hello, > > I want to create tickets through CommandByEmail and fulfill some CustomFields. One of them is a text area (including several lines), but I don't know how to format the mail so that it takes the "Carriage Return" or "Line Feed" into account : > > I've tried : > > CustomField.{Adresse}:"6, rue L?onard de Vinci - BP 0119 > 53001 LAVAL" > > > CustomField.{Adresse}:6, rue L?onard de Vinci - BP 0119 > 53001 LAVAL > > > CustomField.{Adresse}:6, rue L?onard de Vinci - BP 0119 > AddCustomField.{Adresse}:53001 LAVAL > > None seems to work. Or perhaps I'm wrong. > Every else other Field ou CustomField is updated correctly. > > How can I do ? > > Thanks for your help, > Franck CALLEJA-ALBILLOS > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kris_germann at 295.ca Thu Nov 11 10:45:49 2010 From: kris_germann at 295.ca (Kris Germann) Date: Thu, 11 Nov 2010 10:45:49 -0500 Subject: [rt-users] custom fields that apply to 'ticket transactions' only showing on ticket create Message-ID: <4CDC0FAD.9040008@295.ca> Is there a way to show a mandatory custom field ONLY when the ticket is first created? I want people to enter phone numbers and dates of technical issues, however now they are being asked to enter them again when resolving the ticket, which really there is no point to since it's recorded already... -- Kris Supervisor, Sales & Technical Support Fibernetics Corporation 605 Boxwood Drive Cambridge ON, N3E1A5 -------------- next part -------------- An HTML attachment was scrubbed... URL: From kris_germann at 295.ca Thu Nov 11 10:49:23 2010 From: kris_germann at 295.ca (Kris Germann) Date: Thu, 11 Nov 2010 10:49:23 -0500 Subject: [rt-users] custom fields that apply to 'ticket transactions' only showing on ticket create In-Reply-To: <4CDC0FAD.9040008@295.ca> References: <4CDC0FAD.9040008@295.ca> Message-ID: <4CDC1083.1060801@295.ca> In addition, recording dates when 'Type' is 'select date' seems to show this in the transaction when the ticket is created: Title of Custom Field: Thu Nov 18 00:00:00 2010 -- 00:00:00 indicating that I am able to enter a time _somewhere_ ... however I cannot find out how to... Am I blind? Kris Supervisor, Sales & Technical Support Fibernetics Corporation 605 Boxwood Drive Cambridge ON, N3E1A5 On 11/11/2010 10:45 AM, Kris Germann wrote: > Is there a way to show a mandatory custom field ONLY when the ticket > is first created? > > I want people to enter phone numbers and dates of technical issues, > however now they are being asked to enter them again when resolving > the ticket, which really there is no point to since it's recorded > already... > -- > > Kris > Supervisor, Sales & Technical Support > Fibernetics Corporation > 605 Boxwood Drive > Cambridge ON, N3E1A5 -------------- next part -------------- An HTML attachment was scrubbed... URL: From Brian.Thompson at tridentmicro.com Thu Nov 11 11:34:06 2010 From: Brian.Thompson at tridentmicro.com (Brian Thompson) Date: Thu, 11 Nov 2010 08:34:06 -0800 Subject: [rt-users] RT::Extension::PriorityAsString Help Request (Comple & Configuration) Message-ID: <1F56ED7B078936468E1F92A2A10E95B3164BBA33FC@US-EXH-03.us.trid.com> Hello, I'm in the process of installing & implementing the extension "RT::Extension::PriorityAsString". My first issue is with the "make" Can anyone tell me if this compile was successful? (please note the "Warning" although RT 3.8.8 is in fact installed and working for us): perl Makefile.PL PREFIX=/rt/perl Using RT configuration from /rt/perl/lib/RT.pm: ./html => /rt/perl/html ./lib => /rt/perl/lib Checking if your kit is complete... Looks good Warning: prerequisite RT 3.8.3 not found. Writing Makefile for RT::Extension::PriorityAsString [rtracker at ithelpdesk RT-Extension-PriorityAsString-0.03]$ make cp lib/RT/Extension/PriorityAsString.pm blib/lib/RT/Extension/PriorityAsString.pm Manifying blib/man3/RT::Extension::PriorityAsString.3pm [rtracker at ithelpdesk RT-Extension-PriorityAsString-0.03]$ make install Installing /rt/perl/lib/RT/Extension/PriorityAsString.pm Installing /rt/perl/man/man3/RT::Extension::PriorityAsString.3pm Appending installation info to /rt/perl/lib/perllocal.pod Installing /rt/perl/html/Ticket/Elements/ShowPriority Installing /rt/perl/html/Elements/SelectPriority Installing /rt/perl/html/Callbacks/PriorityAsString/Elements/RT__Ticket/ColumnMap/Once I've gone ahead and added the following lines to our "RT_SiteConfig.pm" file: Set(@Plugins, qw(... RT::Extension::PriorityAsString ...)); Set(%PriorityAsString, (Low => 0, Medium => 50, High => 100)); Set(@PriorityAsStringOrder, qw(Low Medium High)); I've restarted the web server as instructed but I'm not seeing any indication that the number priorities are now strings. I'm thinking here that the non-standard "/rt" installation directory might be the issue but not sure where to look to make this work. One other "non-standard" location is the path for "RT_SiteConfig.pm" and other associated files, they live in "/rt/app/etc": [rtracker at ithelpdesk etc]$ pwd /rt/app/etc [rtracker at ithelpdesk etc]$ ls acl.Informix acl.Oracle acl.Sybase RT_Config.pm schema.Informix schema.mysql-4.1 schema.Pg schema.Sybase acl.mysql acl.Pg initialdata RT_SiteConfig.pm schema.mysql-4.0 schema.Oracle schema.SQLite Can anyone offer suggestions for how to troubleshoot? Thank you!, Brian [cid:image001.jpg at 01CB817A.E454B160] Brian Thompson Senior Unix Systems Administrator Trident Microsystems, Inc. 1170 Kifer Road, Sunnyvale, CA 94086-5303 phone 408-962-5314 email brian.thompson at tridentmicro.com -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 1790 bytes Desc: image001.jpg URL: From kae at midnighthax.com Thu Nov 11 13:03:20 2010 From: kae at midnighthax.com (Keith Edmunds) Date: Thu, 11 Nov 2010 18:03:20 +0000 Subject: [rt-users] Automatically opening stalled tickets / OpenTicketAndComment Message-ID: <20101111180320.6893ef2a@kae.tiger-computing.wbp> We use the rt-crontool with Tom Lanyon's OpenTicketAndComment.pm module to automatically open stalled tickets after a week, and this worked very well with RT3.6. We've recently upgraded to 3.8.8, and we now get this error: Can't call method "Message" on an undefined value at /usr/share/request-tracker3.8/lib/RT/Action/AutoOpen.pm line 77. 5190: Processing without transaction, some conditions and actions may fail. Consider using --transaction argument I can see from the list that someone else had a similar problem when moving from 3.6 to 3.8, but I didn't find a solution. Can anyone shed any light on this? For completeness, Tom's module is attached. Thanks, Keith -------------- next part -------------- A non-text attachment was scrubbed... Name: OpenTicketAndComment.pm Type: application/x-perl Size: 822 bytes Desc: not available URL: From ruz at bestpractical.com Thu Nov 11 13:42:03 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 11 Nov 2010 21:42:03 +0300 Subject: [rt-users] custom fields that apply to 'ticket transactions' only showing on ticket create In-Reply-To: <4CDC0FAD.9040008@295.ca> References: <4CDC0FAD.9040008@295.ca> Message-ID: Hi Then you should apply cf only to tickets. Transaction cfs are for every update on a ticket. Regards, Ruslan. From phone. 2010 11 11 18:46 ???????????? "Kris Germann" ???????: > Is there a way to show a mandatory custom field ONLY when the ticket is > first created? > > I want people to enter phone numbers and dates of technical issues, > however now they are being asked to enter them again when resolving the > ticket, which really there is no point to since it's recorded already... > -- > > Kris > Supervisor, Sales & Technical Support > Fibernetics Corporation > 605 Boxwood Drive > Cambridge ON, N3E1A5 -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Thu Nov 11 13:57:33 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 11 Nov 2010 19:57:33 +0100 Subject: [rt-users] custom fields that apply to 'ticket transactions' only showing on ticket create In-Reply-To: <4CDC0FAD.9040008@295.ca> References: <4CDC0FAD.9040008@295.ca> Message-ID: <20101111185733.GA16430@easter-eggs.com> On Thu, Nov 11, 2010 at 10:45:49AM -0500, Kris Germann wrote: > Is there a way to show a mandatory custom field ONLY when the ticket > is first created? > There is something like this in RT todo list ... http://issues.bestpractical.com/Ticket/Display.html?id=14974&user=guest&pass=guest > I want people to enter phone numbers and dates of technical issues, > however now they are being asked to enter them again when resolving > the ticket, which really there is no point to since it's recorded > already... As far as I know, displaying CF edit on correspond/comment/resolve is not in RT core, but often done by a callback. You have to tweak this callback (or EditBasics if you use this to resolve the ticket) to not display edition of CF already filled. From kris_germann at 295.ca Thu Nov 11 13:48:52 2010 From: kris_germann at 295.ca (Kris Germann) Date: Thu, 11 Nov 2010 18:48:52 +0000 Subject: [rt-users] custom fields that apply to 'ticket transactions' onlyshowing on ticket create In-Reply-To: References: <4CDC0FAD.9040008@295.ca> Message-ID: <969756538-1289501333-cardhu_decombobulator_blackberry.rim.net-1534779408-@bda132.bisx.prod.on.blackberry> Ruslan, Thank you, I've also forgot to mention that I'd like to keep the way the content of the custom field displays in the transaction body with 'ticket transactions' I may be wishing too much but who knows... Kris Germann Supervisor, Sales & Technical Support Fibernetics Corp Sent wirelessly from my BlackBerry device on the Bell network. Envoy? sans fil par mon terminal mobile BlackBerry sur le r?seau de Bell. -----Original Message----- From: Ruslan Zakirov Sender: ruslan.zakirov at gmail.com Date: Thu, 11 Nov 2010 21:42:03 To: Kris Germann Cc: RT Users Subject: Re: [rt-users] custom fields that apply to 'ticket transactions' only showing on ticket create Hi Then you should apply cf only to tickets. Transaction cfs are for every update on a ticket. Regards, Ruslan. From phone. 2010 11 11 18:46 ???????????? "Kris Germann" ???????: > Is there a way to show a mandatory custom field ONLY when the ticket is > first created? > > I want people to enter phone numbers and dates of technical issues, > however now they are being asked to enter them again when resolving the > ticket, which really there is no point to since it's recorded already... > -- > > Kris > Supervisor, Sales & Technical Support > Fibernetics Corporation > 605 Boxwood Drive > Cambridge ON, N3E1A5 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jarends at illinois.edu Thu Nov 11 16:51:23 2010 From: jarends at illinois.edu (John Arends) Date: Thu, 11 Nov 2010 15:51:23 -0600 Subject: [rt-users] RT mobile interface In-Reply-To: <20101110061017.GB23420@puppy> References: <4CCEDCC9.9040903@illinois.edu> <20101101154553.GM2031@bestpractical.com> <4CCF218A.5060307@illinois.edu> <20101109122820.GT2031@bestpractical.com> <4CD9C216.3070501@illinois.edu> <20101110061017.GB23420@puppy> Message-ID: <4CDC655B.7010207@illinois.edu> Yes, it works if I add the / On 11/10/10 12:10 AM, Jesse Vincent wrote: > > > On Tue 9.Nov'10 at 15:50:14 -0600, John Arends wrote: >> Ok, I figured out some more specifics: >> >> I pointed my browser (FireFox) at https://rt-system.edu/rt/m and it >> forwarded to https://rt-system.edu/rt/m/index.html >> >> I noticed the link at the bottom is for >> https://rt-system.edu/rt/m?NotMobile=1 and it doesn't work. > If you try > > https://rt-system.edu/rt/m/?NotMobile=1 > > does it work? > From kfcrocker at lbl.gov Thu Nov 11 16:53:39 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 11 Nov 2010 13:53:39 -0800 Subject: [rt-users] Question on CommandByMail error In-Reply-To: <20101109212731.GB785@jibsheet.com> References: <20101109205222.GA785@jibsheet.com> <20101109212731.GB785@jibsheet.com> Message-ID: Kevin, We ran some transactions with "debug" and this is what we got: Ok so here is the debug of the process: [Thu Nov 11 21:38:58 2010] [debug]: Converting 'ISO-8859-1' to 'utf-8' for text/plain - Subjectless message (/opt/rt3/bin/../lib/RT/I18N.pm:231) [Thu Nov 11 21:38:58 2010] [debug]: Converting 'ISO-8859-1' to 'utf-8' for text/html - Subjectless message (/opt/rt3/bin/../lib/RT/I18N.pm:231) [Thu Nov 11 21:38:58 2010] [debug]: Guessed encoding: ascii (/opt/rt3/bin/../lib/RT/I18N.pm:416) [Thu Nov 11 21:38:58 2010] [debug]: Guessed encoding: ascii (/opt/rt3/bin/../lib/RT/I18N.pm:416) [Thu Nov 11 21:38:58 2010] [debug]: Found a ticket ID. It's 85261 (/opt/rt3/bin/../lib/RT/Interface/Email.pm:1153) [Thu Nov 11 21:38:58 2010] [debug]: Mail from user #146 (kfcrocker at lbl.gov) (/opt/rt3/bin/../lib/RT/Interface/Email/Auth/MailFrom.pm:75) [Thu Nov 11 21:38:58 2010] [debug]: Running CommandByMail as KFCrocker (/opt/rt3/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:184) [Thu Nov 11 21:38:58 2010] [debug]: Found pseudoheader: Priority => 4 (/opt/rt3/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206) [Thu Nov 11 21:38:58 2010] [debug]: Found pseudoheader: Due => 2010-11-28 (/opt/rt3/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206) [Thu Nov 11 21:38:58 2010] [debug]: Found pseudoheader: Status => new (/opt/rt3/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206) [Thu Nov 11 21:38:58 2010] [debug]: Got command priority => 4 (/opt/rt3/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:213) [Thu Nov 11 21:38:58 2010] [debug]: Got command due => 2010-11-28 (/opt/rt3/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:213) [Thu Nov 11 21:38:58 2010] [debug]: Got command status => new (/opt/rt3/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:213) [Thu Nov 11 21:38:58 2010] [debug]: Updating Ticket 85261 in Queue Test (/opt/rt3/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:249) [Thu Nov 11 21:38:58 2010] [debug]: About to think about scrips for transaction #345045 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163) [Thu Nov 11 21:38:58 2010] [debug]: About to prepare scrips for transaction #345045 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:167) [Thu Nov 11 21:38:58 2010] [debug]: Found 0 scrips for TransactionCreate stage with applicable type(s) Set (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370) [Thu Nov 11 21:38:58 2010] [debug]: About to commit scrips for transaction #345045 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:187) [Thu Nov 11 21:38:58 2010] [debug]: RT::Date used Time::ParseDate to make '2010-11-28' 1290931200 (/opt/rt3/bin/../lib/RT/Date.pm:222) [Thu Nov 11 21:38:58 2010] [debug]: About to think about scrips for transaction #345046 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163) [Thu Nov 11 21:38:58 2010] [debug]: About to prepare scrips for transaction #345046 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:167) [Thu Nov 11 21:38:58 2010] [debug]: Found 0 scrips for TransactionCreate stage with applicable type(s) Set (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370) [Thu Nov 11 21:38:58 2010] [debug]: About to commit scrips for transaction #345046 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:187) [Thu Nov 11 21:38:58 2010] [debug]: Guessed encoding: ascii (/opt/rt3/bin/../lib/RT/I18N.pm:416) [Thu Nov 11 21:38:58 2010] [debug]: Guessed encoding: ascii (/opt/rt3/bin/../lib/RT/I18N.pm:416) [Thu Nov 11 21:38:58 2010] [debug]: About to think about scrips for transaction #345047 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163) [Thu Nov 11 21:38:58 2010] [debug]: About to prepare scrips for transaction #345047 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:167) [Thu Nov 11 21:38:58 2010] [debug]: Found 0 scrips for TransactionCreate stage with applicable type(s) Correspond (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370) [Thu Nov 11 21:38:58 2010] [debug]: About to commit scrips for transaction #345047 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:187) [Thu Nov 11 21:38:58 2010] [debug]: About to think about scrips for transaction #345048 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163) [Thu Nov 11 21:38:58 2010] [debug]: About to prepare scrips for transaction #345048 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:167) [Thu Nov 11 21:38:58 2010] [debug]: Found 0 scrips for TransactionCreate stage with applicable type(s) Status (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370) [Thu Nov 11 21:38:58 2010] [debug]: About to commit scrips for transaction #345048 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:187) *[Thu Nov 11 21:38:58 2010] [warning]: Failed command 'due: 2010-11-28' Error message: (no message) (/opt/rt3/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:696) [Thu Nov 11 21:38:58 2010] [crit]: Failed command 'due: 2010-11-28' Error message: (no message) (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)* [Thu Nov 11 21:38:58 2010] [debug]: Found 16 scrips for TransactionBatch stage with applicable type(s) Set,Correspond,Status (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370) [Thu Nov 11 21:38:59 2010] [debug]: Loaded $cf_obj->Name = Description ((eval 471):37) [Thu Nov 11 21:38:59 2010] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1046) [Thu Nov 11 21:38:59 2010] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1046) [Thu Nov 11 21:38:59 2010] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1046) [Thu Nov 11 21:38:59 2010] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1046) [Thu Nov 11 21:38:59 2010] [debug]: Committing scrip #52237 on txn #345045 of ticket #85261 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190) What seems odd is that the ticket is updated, but we get the error message. My question is, can you think of how this might have happened or point me in a direction to look? Thanks. Kenn LBNL On Tue, Nov 9, 2010 at 1:27 PM, Kevin Falcone wrote: > On Tue, Nov 09, 2010 at 01:22:51PM -0800, Kenneth Crocker wrote: > > I don't understand 'test suite' nor what 'timestamp' refers to. > > The module has a series of tests that are run before a release, and it > passes. That test suite tests Due. > > A timestamp is a timestamp, what RT displays dates as by default. > > Once you figure it out, documentation patches to make it clearer for > you are welcome in the rt.cpan queue for the module. > > -kevin > > > On Tue, Nov 9, 2010 at 12:52 PM, Kevin Falcone <[1] > falcone at bestpractical.com> wrote: > > > > On Tue, Nov 09, 2010 at 10:25:57AM -0800, Kenneth Crocker wrote: > > > To List, > > > > > > I'm using CommandByMail and I keep getting this error message, yet > the data is updated: > > > > > > Failed command 'due: 2010-11-28' > > > Error message: (no message) > > > > > > Due: 2010-11-28 > > > > > > The Duse was modified, so why the error message? > > > > > > I tried this several times, ie. Due:11-26-2010; Due: 2010-11-28; > Due: 11-26-2010, etc. > > > > The test suite passes using a timestamp (which is what the > > documentation indicates). Does that work for you? > > -kevin > > > > References > > > > Visible links > > 1. mailto:falcone at bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Nov 11 19:30:57 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 11 Nov 2010 19:30:57 -0500 Subject: [rt-users] Update.html qoutes TO and CC fields (if you want reply to all) In-Reply-To: References: Message-ID: <20101112003057.GH785@jibsheet.com> On Sat, Oct 30, 2010 at 05:55:22PM +0200, akos.torok at docca.hu wrote: > Problem: > I had a small annoying problem: when I reply to an email on the Display.html (ticket history) > acting as "reply to all" I can see too few information, only these: who wrote this message and > when. No sign of other to's and cc's. I always had to look into the ticket history to obtain > the other recipients (to's and cc's). > > Solution: > Now I put a few lines into the MessageBox file (html/Elements/MessageBox) to show more header > info on the top of the qouted message. (I know it could be cleaner - I'm not a perl master.) There are methods to get those Headers, which you should really switch to using. In 3.8, you should get a list of 'other contacts' in the One-Time area who you can check off. A patch to show "This transaction that you're replying to was also sent to these people who are not currently Watchers" would be really interested. Although I'm not sure I would want those emails to be in the MessageBox. I'd probably want an informational message. -kevin > Next step: > I'd be happy to have a "reply all comment" link at all the transactions on the Display.html, > and fulfilled the "one time cc" field with all the recipients. > If anyone has manpower to carry on, I would be happy. If not, I'll be back (sooner or later) > with that patch. > > Regards, > > Akos -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Nov 11 19:12:02 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 11 Nov 2010 19:12:02 -0500 Subject: [rt-users] Question on CommandByMail error In-Reply-To: References: <20101109205222.GA785@jibsheet.com> <20101109212731.GB785@jibsheet.com> Message-ID: <20101112001202.GC785@jibsheet.com> On Thu, Nov 11, 2010 at 01:53:39PM -0800, Kenneth Crocker wrote: > [Thu Nov 11 21:38:58 2010] [warning]: Failed command 'due: 2010-11-28' > > My question is, can you think of how this might have happened or point me in a direction to > look? This is not a Timestamp, it is a Date. A Timestamp includes a Time. There are examples in the test suite that ships as part of the extension. Patches to update the README would be great. -kevin > On Tue, Nov 9, 2010 at 1:27 PM, Kevin Falcone <[2]falcone at bestpractical.com> wrote: > > On Tue, Nov 09, 2010 at 01:22:51PM -0800, Kenneth Crocker wrote: > > I don't understand 'test suite' nor what 'timestamp' refers to. > > The module has a series of tests that are run before a release, and it > passes. That test suite tests Due. > > A timestamp is a timestamp, what RT displays dates as by default. > > Once you figure it out, documentation patches to make it clearer for > you are welcome in the rt.cpan queue for the module. > > -kevin > > On Tue, Nov 9, 2010 at 12:52 PM, Kevin Falcone <[1][3]falcone at bestpractical.com> wrote: > > > > On Tue, Nov 09, 2010 at 10:25:57AM -0800, Kenneth Crocker wrote: > > > To List, > > > > > > I'm using CommandByMail and I keep getting this error message, yet the data is updated: > > > > > > Failed command 'due: 2010-11-28' > > > Error message: (no message) > > > > > > Due: 2010-11-28 > > > > > > The Duse was modified, so why the error message? > > > > > > I tried this several times, ie. Due:11-26-2010; Due: 2010-11-28; Due: 11-26-2010, etc. > > > > The test suite passes using a timestamp (which is what the > > documentation indicates). Does that work for you? > > -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Nov 11 19:26:53 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 11 Nov 2010 19:26:53 -0500 Subject: [rt-users] custom fields that apply to 'ticket transactions' onlyshowing on ticket create In-Reply-To: <969756538-1289501333-cardhu_decombobulator_blackberry.rim.net-1534779408-@bda132.bisx.prod.on.blackberry> References: <4CDC0FAD.9040008@295.ca> <969756538-1289501333-cardhu_decombobulator_blackberry.rim.net-1534779408-@bda132.bisx.prod.on.blackberry> Message-ID: <20101112002653.GF785@jibsheet.com> On Thu, Nov 11, 2010 at 06:48:52PM +0000, Kris Germann wrote: > Thank you, I've also forgot to mention that I'd like to keep the way the content of the custom > field displays in the transaction body with 'ticket transactions' I may be wishing too much > but who knows... Transaction values changing will show up in history, but you'd have to do some work to show Ticket Custom Fields in the Transaction where they were set (in addition to the work Emmanuel mention to make Ticket CFs available during Updates). -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Nov 11 19:25:36 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 11 Nov 2010 19:25:36 -0500 Subject: [rt-users] Automatically opening stalled tickets / OpenTicketAndComment In-Reply-To: <20101111180320.6893ef2a@kae.tiger-computing.wbp> References: <20101111180320.6893ef2a@kae.tiger-computing.wbp> Message-ID: <20101112002536.GE785@jibsheet.com> On Thu, Nov 11, 2010 at 06:03:20PM +0000, Keith Edmunds wrote: > We use the rt-crontool with Tom Lanyon's OpenTicketAndComment.pm module to > automatically open stalled tickets after a week, and this worked very well > with RT3.6. > > We've recently upgraded to 3.8.8, and we now get this error: > > Can't call method "Message" on an undefined value > at /usr/share/request-tracker3.8/lib/RT/Action/AutoOpen.pm line 77. 5190: > Processing without transaction, some conditions and actions may fail. > Consider using --transaction argument > > I can see from the list that someone else had a similar problem when > moving from 3.6 to 3.8, but I didn't find a solution. You don't provide the command line you're using, but I bet you're not passing --transaction. That stopped being an implicit argument in 3.8 (it defaulted to --transaction first in 3.6) -kevin > Can anyone shed any light on this? For completeness, Tom's module is > attached. > > Thanks, > Keith -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Nov 11 19:28:49 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 11 Nov 2010 19:28:49 -0500 Subject: [rt-users] Fwd: UnPrivliged User question In-Reply-To: <4C325D12-72A5-4352-8A11-F08D6886DE56@umbc.edu> References: <9C04DBD6-EC51-42EE-A065-5A8E60D1D24F@umbc.edu> <4C325D12-72A5-4352-8A11-F08D6886DE56@umbc.edu> Message-ID: <20101112002849.GG785@jibsheet.com> On Wed, Nov 10, 2010 at 07:34:52PM -0500, Joe Kirby wrote: > I want my self service (unprivileged) user to be able to show email. > > I have globally setup Requestor to have reply to ticket, show ticket, show outgoing email, > forward email, watch. > > When I test it out the Requestor cannot see the email generated by RT via the Show in ticket > history for email Joe Can they not see the transaction/Link at all, or does something go wrong when they click on the link? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Nov 11 19:17:43 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 11 Nov 2010 19:17:43 -0500 Subject: [rt-users] RT::Extension::PriorityAsString Help Request (Comple & Configuration) In-Reply-To: <1F56ED7B078936468E1F92A2A10E95B3164BBA33FC@US-EXH-03.us.trid.com> References: <1F56ED7B078936468E1F92A2A10E95B3164BBA33FC@US-EXH-03.us.trid.com> Message-ID: <20101112001743.GD785@jibsheet.com> On Thu, Nov 11, 2010 at 08:34:06AM -0800, Brian Thompson wrote: > Hello, > > I'm in the process of installing & implementing the extension > "RT::Extension::PriorityAsString". > > My first issue is with the "make" Can anyone tell me if this compile was successful? (please > note the "Warning" although RT 3.8.8 is in fact installed and working for us): > > perl Makefile.PL PREFIX=/rt/perl > Using RT configuration from /rt/perl/lib/RT.pm: > ./html => /rt/perl/html > ./lib => /rt/perl/lib Using PREFIX like that has caused your extension to be installed in a completely nonstandard location. It should print something like ./html => /rt/perl/local/plugins/RT-Extension-PriorityAsString/html > Installing /rt/perl/html/Ticket/Elements/ShowPriority > Installing /rt/perl/html/Elements/SelectPriority This looks like you've clobbered the shipped versions of those files. A better way to install a plugin is as follows. perl Makefile.PL - answer the prompt it gives, or run RTHOME=/rt/perl perl Makefile.PL and see if it installs correctly -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From kae at midnighthax.com Fri Nov 12 08:48:21 2010 From: kae at midnighthax.com (Keith Edmunds) Date: Fri, 12 Nov 2010 13:48:21 +0000 Subject: [rt-users] Automatically opening stalled tickets / OpenTicketAndComment In-Reply-To: <20101112002536.GE785@jibsheet.com> References: <20101111180320.6893ef2a@kae.tiger-computing.wbp> <20101112002536.GE785@jibsheet.com> Message-ID: <20101112134821.5180a3ea@kae.tiger-computing.wbp> > You don't provide the command line you're using, but I bet you're not > passing --transaction. That stopped being an implicit argument in 3.8 > (it defaulted to --transaction first in 3.6) Thanks Kevin, you're exactly right: adding "--transaction first" fixed the problem. Thanks again. -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: not available URL: From kris_germann at 295.ca Fri Nov 12 09:59:20 2010 From: kris_germann at 295.ca (Kris Germann) Date: Fri, 12 Nov 2010 09:59:20 -0500 Subject: [rt-users] custom fields that apply to 'ticket transactions' only showing on ticket create In-Reply-To: <20101111185733.GA16430@easter-eggs.com> References: <4CDC0FAD.9040008@295.ca> <20101111185733.GA16430@easter-eggs.com> Message-ID: <4CDD5648.2020407@295.ca> Thanks Emmanuel, where would I go in my CallBack dir? I have two sub dir's which are CheckMandatoryFields and RTx-Calendar ... I believe I'd have to create a Create.html for RT to call on, right? Kris Supervisor, Sales & Technical Support Fibernetics Corporation 605 Boxwood Drive Cambridge ON, N3E1A5 On 11/11/2010 01:57 PM, Emmanuel Lacour wrote: > On Thu, Nov 11, 2010 at 10:45:49AM -0500, Kris Germann wrote: >> Is there a way to show a mandatory custom field ONLY when the ticket >> is first created? >> > There is something like this in RT todo list ... > > http://issues.bestpractical.com/Ticket/Display.html?id=14974&user=guest&pass=guest > >> I want people to enter phone numbers and dates of technical issues, >> however now they are being asked to enter them again when resolving >> the ticket, which really there is no point to since it's recorded >> already... > As far as I know, displaying CF edit on correspond/comment/resolve is > not in RT core, but often done by a callback. You have to tweak this > callback (or EditBasics if you use this to resolve the ticket) to not > display edition of CF already filled. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From arko at ldeo.columbia.edu Fri Nov 12 10:41:08 2010 From: arko at ldeo.columbia.edu (arko at ldeo.columbia.edu) Date: Fri, 12 Nov 2010 10:41:08 -0500 (EST) Subject: [rt-users] _ParseQuery bug Message-ID: <201011121541.oACFf8Mj019464@lamont.ldeo.columbia.edu> Hi my 3.6.3 installation started throwing errors after my last RHEL 5.5 yum update. I'm getting e.g.- > error: Can't locate object method "_ParseQuery" via package > "RT::Report::Tickets" at > /local/home/server/rt/lib/RT/Report/Tickets.pm line 88. > context: > ... > 84: if ( !$queues && $args{'Query'} ) { > 85: my @actions; > 86: my $tree; > 87: # XXX TODO REFACTOR OUT > 88: $self->_ParseQuery( $args{'Query'}, \$tree, \@actions ); > 89: $queues = $tree->GetReferencedQueues; > 90: } > 91: > 92: if ( $queues ) { > ... > code stack: /local/home/mgds/server/rt/lib/RT/Report/Tickets.pm:88 > /local/home/mgds/server/rt/share/html/Search/Elements/SelectGroupBy:60 > /local/home/mgds/server/rt/share/html/Search/Results.html:88 > /local/home/mgds/server/rt/share/html/autohandler:292 > raw error Has anyone seen this and/or knows a fix? Much thanks. Bob From John.Alberts at exlibrisgroup.com Fri Nov 12 12:05:49 2010 From: John.Alberts at exlibrisgroup.com (John Alberts) Date: Fri, 12 Nov 2010 11:05:49 -0600 Subject: [rt-users] An RT mode for GNU/Emacs In-Reply-To: <87aamz5f89.fsf@rabkins.net> References: <87aamz5f89.fsf@rabkins.net> Message-ID: <4CB3E05044AE6D47989FF271DEF16ADA080F20C8@us-ex02.Corp.Exlibrisgroup.com> On 09/30/2010 12:11 PM, Yoni Rabkin wrote: Hello, I volunteer for the Free Software Foundation's GPL Compliance Lab. The FSF uses RT internally to manage the emails sent to the Compliance Lab. In order to streamline my work I've written an interface to RT for GNU/Emacs. A number of people have already written extensions to the code and we use it daily. The code is licensed under the same license as RT (namely the GPL) and is available via the Git version control system with the following command: $ git clone http://yrk.nfshost.com/repos/rt-liberation.git/ -- "Cut your own wood and it will warm you twice" RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT! Hi. I realize this is a pretty old post, but I was wondering if there were any instructions for using rt-liberation? I'm pretty new to emacs and wanted to give rt-liberation a try. I did make the info file found in the doc directory and have emacs configured to load. I have this in my emacs config file: ;; for RT (require 'rt-liberation) (setq rt-liber-rt-binary "/home/john/bin/rt" rt-liber-rt-version "3.8.8") (setq rt-liber-username "jalberts") (require 'rt-liberation-update) 'rt ls' at the command line lists all open and new tickets. In emacs. I hit 'meta-x' and type 'rt-liber-browse-query', hit enter, and then hit enter again for the query hoping to get a list of all tickets. But it says 'no results for query'. I've also tried a simple query like "queue = 'unassigned'" and get the same result. What else do I need to do? Thanks -- John Alberts Hosted Services Exlibris USA john.alberts at exlibrisgroup.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Fri Nov 12 12:11:43 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Fri, 12 Nov 2010 09:11:43 -0800 Subject: [rt-users] Question on CommandByMail error In-Reply-To: <20101112001202.GC785@jibsheet.com> References: <20101109205222.GA785@jibsheet.com> <20101109212731.GB785@jibsheet.com> <20101112001202.GC785@jibsheet.com> Message-ID: Kevin, Actually, I wasn't concerned with a timestamp. I'm more concerned with why I'm getting an error message even though the ticket fields are updated using CommandByMail. That's why I included the "debug" info in my last note. Do you have any ideas on where I can look for the problem? Kenn LBNL On Thu, Nov 11, 2010 at 4:12 PM, Kevin Falcone wrote: > On Thu, Nov 11, 2010 at 01:53:39PM -0800, Kenneth Crocker wrote: > > [Thu Nov 11 21:38:58 2010] [warning]: Failed command 'due: 2010-11-28' > > > > My question is, can you think of how this might have happened or point > me in a direction to > > look? > > This is not a Timestamp, it is a Date. A Timestamp includes a Time. > > There are examples in the test suite that ships as part of the > extension. Patches to update the README would be great. > > -kevin > > > On Tue, Nov 9, 2010 at 1:27 PM, Kevin Falcone <[2] > falcone at bestpractical.com> wrote: > > > > On Tue, Nov 09, 2010 at 01:22:51PM -0800, Kenneth Crocker wrote: > > > I don't understand 'test suite' nor what 'timestamp' refers to. > > > > The module has a series of tests that are run before a release, and > it > > passes. That test suite tests Due. > > > > A timestamp is a timestamp, what RT displays dates as by default. > > > > Once you figure it out, documentation patches to make it clearer for > > you are welcome in the rt.cpan queue for the module. > > > > -kevin > > > On Tue, Nov 9, 2010 at 12:52 PM, Kevin Falcone <[1][3] > falcone at bestpractical.com> wrote: > > > > > > On Tue, Nov 09, 2010 at 10:25:57AM -0800, Kenneth Crocker wrote: > > > > To List, > > > > > > > > I'm using CommandByMail and I keep getting this error message, > yet the data is updated: > > > > > > > > Failed command 'due: 2010-11-28' > > > > Error message: (no message) > > > > > > > > Due: 2010-11-28 > > > > > > > > The Duse was modified, so why the error message? > > > > > > > > I tried this several times, ie. Due:11-26-2010; Due: 2010-11-28; > Due: 11-26-2010, etc. > > > > > > The test suite passes using a timestamp (which is what the > > > documentation indicates). Does that work for you? > > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Nov 12 12:17:48 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 12 Nov 2010 12:17:48 -0500 Subject: [rt-users] Question on CommandByMail error In-Reply-To: References: <20101109205222.GA785@jibsheet.com> <20101109212731.GB785@jibsheet.com> <20101112001202.GC785@jibsheet.com> Message-ID: <20101112171748.GI785@jibsheet.com> On Fri, Nov 12, 2010 at 09:11:43AM -0800, Kenneth Crocker wrote: > Actually, I wasn't concerned with a timestamp. I'm more concerned with why I'm getting an > error message even though the ticket fields are updated using CommandByMail. That's why I > included the "debug" info in my last note. > Do you have any ideas on where I can look for the problem? Because the Due fails (according to your logs). So it logs an error. Perhaps you could be clearer about "the ticket fields are updated" since you started this thread saying that Due doesn't work and then showed logs where Due doesn't work because you're using the wrong format. -kevin > On Thu, Nov 11, 2010 at 4:12 PM, Kevin Falcone <[1]falcone at bestpractical.com> wrote: > > On Thu, Nov 11, 2010 at 01:53:39PM -0800, Kenneth Crocker wrote: > > [Thu Nov 11 21:38:58 2010] [warning]: Failed command 'due: 2010-11-28' > > > > My question is, can you think of how this might have happened or point me in a direction > to > > look? > > This is not a Timestamp, it is a Date. A Timestamp includes a Time. > > There are examples in the test suite that ships as part of the > extension. Patches to update the README would be great. > -kevin > > On Tue, Nov 9, 2010 at 1:27 PM, Kevin Falcone <[2][2]falcone at bestpractical.com> wrote: > > > > On Tue, Nov 09, 2010 at 01:22:51PM -0800, Kenneth Crocker wrote: > > > I don't understand 'test suite' nor what 'timestamp' refers to. > > > > The module has a series of tests that are run before a release, and it > > passes. That test suite tests Due. > > > > A timestamp is a timestamp, what RT displays dates as by default. > > > > Once you figure it out, documentation patches to make it clearer for > > you are welcome in the rt.cpan queue for the module. > > > > -kevin > > > On Tue, Nov 9, 2010 at 12:52 PM, Kevin Falcone <[1][3][3]falcone at bestpractical.com> > wrote: > > > > > > On Tue, Nov 09, 2010 at 10:25:57AM -0800, Kenneth Crocker wrote: > > > > To List, > > > > > > > > I'm using CommandByMail and I keep getting this error message, yet the data is > updated: > > > > > > > > Failed command 'due: 2010-11-28' > > > > Error message: (no message) > > > > > > > > Due: 2010-11-28 > > > > > > > > The Duse was modified, so why the error message? > > > > > > > > I tried this several times, ie. Due:11-26-2010; Due: 2010-11-28; Due: 11-26-2010, etc. > > > > > > The test suite passes using a timestamp (which is what the > > > documentation indicates). Does that work for you? > > > -kevin > > References > > Visible links > 1. mailto:falcone at bestpractical.com > 2. mailto:falcone at bestpractical.com > 3. mailto:falcone at bestpractical.com -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From kfcrocker at lbl.gov Fri Nov 12 12:27:16 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Fri, 12 Nov 2010 09:27:16 -0800 Subject: [rt-users] Question on CommandByMail error In-Reply-To: <20101112171748.GI785@jibsheet.com> References: <20101109205222.GA785@jibsheet.com> <20101109212731.GB785@jibsheet.com> <20101112001202.GC785@jibsheet.com> <20101112171748.GI785@jibsheet.com> Message-ID: Kevin, My apologies. I thought I had been clear. I'm not seeing where the format is wrong. I looked at the Tools->Offline template and used that as a basis for my template. Due:followed by a date Are you saying the format I use for the date itself is wrong? Kenn LBNL On Fri, Nov 12, 2010 at 9:17 AM, Kevin Falcone wrote: > On Fri, Nov 12, 2010 at 09:11:43AM -0800, Kenneth Crocker wrote: > > Actually, I wasn't concerned with a timestamp. I'm more concerned with > why I'm getting an > > error message even though the ticket fields are updated using > CommandByMail. That's why I > > included the "debug" info in my last note. > > Do you have any ideas on where I can look for the problem? > > Because the Due fails (according to your logs). So it logs an error. > Perhaps you could be clearer about "the ticket fields are updated" > since you started this thread saying that Due doesn't work and then > showed logs where Due doesn't work because you're using the wrong > format. > > -kevin > > > On Thu, Nov 11, 2010 at 4:12 PM, Kevin Falcone <[1] > falcone at bestpractical.com> wrote: > > > > On Thu, Nov 11, 2010 at 01:53:39PM -0800, Kenneth Crocker wrote: > > > [Thu Nov 11 21:38:58 2010] [warning]: Failed command 'due: > 2010-11-28' > > > > > > My question is, can you think of how this might have happened or > point me in a direction > > to > > > look? > > > > This is not a Timestamp, it is a Date. A Timestamp includes a Time. > > > > There are examples in the test suite that ships as part of the > > extension. Patches to update the README would be great. > > -kevin > > > On Tue, Nov 9, 2010 at 1:27 PM, Kevin Falcone <[2][2] > falcone at bestpractical.com> wrote: > > > > > > On Tue, Nov 09, 2010 at 01:22:51PM -0800, Kenneth Crocker wrote: > > > > I don't understand 'test suite' nor what 'timestamp' refers to. > > > > > > The module has a series of tests that are run before a release, > and it > > > passes. That test suite tests Due. > > > > > > A timestamp is a timestamp, what RT displays dates as by default. > > > > > > Once you figure it out, documentation patches to make it clearer > for > > > you are welcome in the rt.cpan queue for the module. > > > > > > -kevin > > > > On Tue, Nov 9, 2010 at 12:52 PM, Kevin Falcone <[1][3][3] > falcone at bestpractical.com> > > wrote: > > > > > > > > On Tue, Nov 09, 2010 at 10:25:57AM -0800, Kenneth Crocker wrote: > > > > > To List, > > > > > > > > > > I'm using CommandByMail and I keep getting this error message, > yet the data is > > updated: > > > > > > > > > > Failed command 'due: 2010-11-28' > > > > > Error message: (no message) > > > > > > > > > > Due: 2010-11-28 > > > > > > > > > > The Duse was modified, so why the error message? > > > > > > > > > > I tried this several times, ie. Due:11-26-2010; Due: > 2010-11-28; Due: 11-26-2010, etc. > > > > > > > > The test suite passes using a timestamp (which is what the > > > > documentation indicates). Does that work for you? > > > > -kevin > > > > References > > > > Visible links > > 1. mailto:falcone at bestpractical.com > > 2. mailto:falcone at bestpractical.com > > 3. mailto:falcone at bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Nov 12 12:32:09 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 12 Nov 2010 12:32:09 -0500 Subject: [rt-users] Question on CommandByMail error In-Reply-To: References: <20101109205222.GA785@jibsheet.com> <20101109212731.GB785@jibsheet.com> <20101112001202.GC785@jibsheet.com> <20101112171748.GI785@jibsheet.com> Message-ID: <20101112173209.GJ785@jibsheet.com> On Fri, Nov 12, 2010 at 09:27:16AM -0800, Kenneth Crocker wrote: > Are you saying the format I use for the date itself is wrong? Yes. Your format is wrong. I believe I've said that in each reply (I've snipped them below) -kevin > > On Thu, Nov 11, 2010 at 4:12 PM, Kevin Falcone <[1][2]falcone at bestpractical.com> wrote: > > This is not a Timestamp, it is a Date. A Timestamp includes a Time. > > > On Tue, Nov 09, 2010 at 01:22:51PM -0800, Kenneth Crocker wrote: > > > A timestamp is a timestamp, what RT displays dates as by default. > > > > On Tue, Nov 9, 2010 at 12:52 PM, Kevin Falcone <[1][3][3][4]falcone at bestpractical.com> > > > > > I tried this several times, ie. Due:11-26-2010; Due: 2010-11-28; Due: 11-26-2010, > > > > The test suite passes using a timestamp (which is what the -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Brian.Thompson at tridentmicro.com Fri Nov 12 12:37:28 2010 From: Brian.Thompson at tridentmicro.com (Brian Thompson) Date: Fri, 12 Nov 2010 09:37:28 -0800 Subject: [rt-users] RT::Extension::PriorityAsString Help Request (Comple & Configuration) In-Reply-To: <20101112001743.GD785@jibsheet.com> References: <1F56ED7B078936468E1F92A2A10E95B3164BBA33FC@US-EXH-03.us.trid.com> <20101112001743.GD785@jibsheet.com> Message-ID: <1F56ED7B078936468E1F92A2A10E95B3164BC2988A@US-EXH-03.us.trid.com> Thank you Kevin! Tried installing per your recommendation (looks likes it put files in their correct locations!) but I'm still not seeing a change in RT behavior (removed the "obj" directory and stopped/restarted the web server per instructions). Here's the "make" output (anything obvious here?): [rtracker at ithelpdesk RT-Extension-PriorityAsString-0.03]$ perl Makefile.PL find the location of RT.pm that defines $RT::LocalPath in: inc /rt/perl/lib/perl5/5.8.8 /rt/perl/lib/perl5/x86_64-linux-thread-multi /rt/perl/lib/perl5 /rt/perl/lib/perl5/5.8.8 /rt/perl/lib/perl5/site_perl/5.8.8 /rt/perl/lib64/perl5/5.8.8/x86_64-linux-thread-multi /rt/perl/lib64/perl5/5.8.8 /rt/perl/lib64/perl5 /rt/perl/lib64/perl5/5.8.8/x86_64-linux-thread-multi /rt/perl/lib64/perl5/5.8.8 /rt/perl/lib64/perl5/5.8.8/x86_64-linux-thread-multi /rt/perl/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi /rt/perl/lib64/perl5/site_perl/5.8.8 /rt/perl/lib64/perl5/site_perl /rt/perl/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi /rt/perl/lib64/perl5/site_perl/5.8.8 /rt/perl/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi /usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 . /opt/rt3/lib /opt/lib/rt3 /opt/lib /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/lib /sw/lib/rt3 /sw/lib /rt/perl /rt/perl/rt3/lib /rt/perl/lib/rt3 /rt/perl/lib Path to your RT.pm: /rt/app/lib Using RT configuration from /rt/app/lib/RT.pm: ./html => /rt/app/local/plugins/RT-Extension-PriorityAsString/html ./lib => /rt/app/local/plugins/RT-Extension-PriorityAsString/lib Checking if your kit is complete... Looks good Warning: prerequisite RT 3.8.3 not found. Writing Makefile for RT::Extension::PriorityAsString [rtracker at ithelpdesk RT-Extension-PriorityAsString-0.03]$ Thank you! <--Brian--> -----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, November 11, 2010 4:18 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT::Extension::PriorityAsString Help Request (Comple & Configuration) On Thu, Nov 11, 2010 at 08:34:06AM -0800, Brian Thompson wrote: > Hello, > > I'm in the process of installing & implementing the extension > "RT::Extension::PriorityAsString". > > My first issue is with the "make" Can anyone tell me if this compile was successful? (please > note the "Warning" although RT 3.8.8 is in fact installed and working for us): > > perl Makefile.PL PREFIX=/rt/perl > Using RT configuration from /rt/perl/lib/RT.pm: > ./html => /rt/perl/html > ./lib => /rt/perl/lib Using PREFIX like that has caused your extension to be installed in a completely nonstandard location. It should print something like ./html => /rt/perl/local/plugins/RT-Extension-PriorityAsString/html > Installing /rt/perl/html/Ticket/Elements/ShowPriority > Installing /rt/perl/html/Elements/SelectPriority This looks like you've clobbered the shipped versions of those files. A better way to install a plugin is as follows. perl Makefile.PL - answer the prompt it gives, or run RTHOME=/rt/perl perl Makefile.PL and see if it installs correctly -kevin From kfcrocker at lbl.gov Fri Nov 12 13:01:13 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Fri, 12 Nov 2010 10:01:13 -0800 Subject: [rt-users] Question on CommandByMail error In-Reply-To: <20101112173209.GJ785@jibsheet.com> References: <20101109205222.GA785@jibsheet.com> <20101109212731.GB785@jibsheet.com> <20101112001202.GC785@jibsheet.com> <20101112171748.GI785@jibsheet.com> <20101112173209.GJ785@jibsheet.com> Message-ID: Kevin, I'm sorry. I know I'm hard to deal with. We don't use timestamp on any of our dates. We just use dates. Our global system default is time=>0 in our date format: *Set($DateTimeFormat, {Format => 'LocalizedDate', Time => 0,}); *So when we want to set a date, we just want the date, hence "Due: 2010-11-15". However, if you're saying the format of the date itself (2010-11-15) is wrong, then I am wondering what it should be since our "LocalizedDate" format is yyyy-mm-dd. Is that a clearer explanation of where I'm coming from? Kenn LBNL * * On Fri, Nov 12, 2010 at 9:32 AM, Kevin Falcone wrote: > On Fri, Nov 12, 2010 at 09:27:16AM -0800, Kenneth Crocker wrote: > > Are you saying the format I use for the date itself is wrong? > > Yes. Your format is wrong. > > I believe I've said that in each reply (I've snipped them below) > > -kevin > > > > On Thu, Nov 11, 2010 at 4:12 PM, Kevin Falcone <[1][2] > falcone at bestpractical.com> wrote: > > > This is not a Timestamp, it is a Date. A Timestamp includes a > Time. > > > > > > On Tue, Nov 09, 2010 at 01:22:51PM -0800, Kenneth Crocker wrote: > > > > A timestamp is a timestamp, what RT displays dates as by > default. > > > > > > On Tue, Nov 9, 2010 at 12:52 PM, Kevin Falcone <[1][3][3][4] > falcone at bestpractical.com> > > > > > > I tried this several times, ie. Due:11-26-2010; Due: > 2010-11-28; Due: 11-26-2010, > > > > > The test suite passes using a timestamp (which is what the > -------------- next part -------------- An HTML attachment was scrubbed... URL: From joe.casadonte at oracle.com Fri Nov 12 08:19:06 2010 From: joe.casadonte at oracle.com (joe.casadonte at oracle.com) Date: Fri, 12 Nov 2010 05:19:06 -0800 (PST) Subject: [rt-users] Auto Reply: Re: Update.html qoutes TO and CC fields (if you want reply to all) Message-ID: <05b6b0f5-eca8-441b-8530-193df60b0f4d@default> I will be out of the office on Thursday, November 11th. I will not be checking voicemail or email. Please open a ticket with the otm-enginf team or contact Paul Hamill if you have any immediate needs. Otherwise I'll get back to you when I return. From kirby at umbc.edu Fri Nov 12 13:23:04 2010 From: kirby at umbc.edu (Joe Kirby (gmail)) Date: Fri, 12 Nov 2010 13:23:04 -0500 Subject: [rt-users] Fwd: UnPrivliged User question (Kevin Falcone) In-Reply-To: References: Message-ID: <4CDD8608.7050901@umbc.edu> On 11/12/2010 9:59 AM, rt-users-request at lists.bestpractical.com wrote: > 5. Re: Fwd: UnPrivliged User question (Kevin Falcone) > 6. > > Message: 5 > Date: Thu, 11 Nov 2010 19:28:49 -0500 > From: Kevin Falcone > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Fwd: UnPrivliged User question > Message-ID:<20101112002849.GG785 at jibsheet.com> > Content-Type: text/plain; charset="us-ascii" > > On Wed, Nov 10, 2010 at 07:34:52PM -0500, Joe Kirby wrote: >> I want my self service (unprivileged) user to be able to show email. >> >> I have globally setup Requestor to have reply to ticket, show ticket, show outgoing email, >> forward email, watch. >> >> When I test it out the Requestor cannot see the email generated by RT via the Show in ticket >> history for email > Joe > > Can they not see the transaction/Link at all, or does something go > wrong when they click on the link? > > -kevin > -------------- next part -------------- > A non-text attachment was scrubbed... > Name: not available > Type: application/pgp-signature > Size: 195 bytes > Desc: not available > URL: > They see the link for button called Show but it appears to hit a snag and takes you back to the report link used to get to the ticket details (open tickets in this case) I do not have access to RT logs at this time and I get the sense that is where you will be sending me. I just wanted to make sure I did not make a mistake and not understand fully the options for an Unprivileged User As always thank you for your support Joe edu From jblaine at kickflop.net Fri Nov 12 13:43:12 2010 From: jblaine at kickflop.net (Jeff Blaine) Date: Fri, 12 Nov 2010 13:43:12 -0500 Subject: [rt-users] Can't locate object method "mime_name" via package "Encode::utf8" Message-ID: <4CDD8AC0.5070401@kickflop.net> We can't open attachments with RT 3.8.7 Can't locate object method "mime_name" via package "Encode::utf8" at /apps/rt/share/html/Ticket/Attachment/dhandler line 78. Google for "site:lists.bestpractical.com/pipermail/ mime_name" fails to return anything useful. Any ideas? From jblaine at kickflop.net Fri Nov 12 14:05:11 2010 From: jblaine at kickflop.net (Jeff Blaine) Date: Fri, 12 Nov 2010 14:05:11 -0500 Subject: [rt-users] Can't locate object method "mime_name" via package "Encode::utf8" In-Reply-To: <4CDD8AC0.5070401@kickflop.net> References: <4CDD8AC0.5070401@kickflop.net> Message-ID: <4CDD8FE7.3060609@kickflop.net> Nevermind, fixed it. Stupid auto-updates to Perl. perl -MCPAN -e "install Encode" got a functioning version to overwrite the "update" RH gave us. On 11/12/2010 1:43 PM, Jeff Blaine wrote: > We can't open attachments with RT 3.8.7 > > Can't locate object method "mime_name" via package > "Encode::utf8" at /apps/rt/share/html/Ticket/Attachment/dhandler > line 78. > > Google for "site:lists.bestpractical.com/pipermail/ mime_name" > fails to return anything useful. > > Any ideas? > > From falcone at bestpractical.com Fri Nov 12 14:22:31 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 12 Nov 2010 14:22:31 -0500 Subject: [rt-users] Question on CommandByMail error In-Reply-To: References: <20101109205222.GA785@jibsheet.com> <20101109212731.GB785@jibsheet.com> <20101112001202.GC785@jibsheet.com> <20101112171748.GI785@jibsheet.com> <20101112173209.GJ785@jibsheet.com> Message-ID: <20101112192231.GK785@jibsheet.com> On Fri, Nov 12, 2010 at 10:01:13AM -0800, Kenneth Crocker wrote: > However, if you're saying the format of the date itself (2010-11-15) is wrong, then I am > wondering what it should be since our "LocalizedDate" format is yyyy-mm-dd. That is irrelevant. The module does not pay attention to your date settings. It takes a Timestamp -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Fri Nov 12 14:28:35 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 12 Nov 2010 14:28:35 -0500 Subject: [rt-users] Fwd: UnPrivliged User question In-Reply-To: <4CDD8608.7050901@umbc.edu> References: <4CDD8608.7050901@umbc.edu> Message-ID: <20101112192835.GL785@jibsheet.com> > They see the link for button called Show but it appears to hit a > snag and takes you back to the report link used to get to the ticket > details (open tickets in this case) > > I do not have access to RT logs at this time and I get the sense > that is where you will be sending me. I just wanted to make sure I > did not make a mistake and not understand fully the options for an > Unprivileged User That sounds like it might be a bug, you should pay attention to the URLs and see if it links to something outside /SelfService/ If it does, file something in the bugtracker to have it looked at. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From bdial at rkk.com Fri Nov 12 17:53:36 2010 From: bdial at rkk.com (Brian Dial) Date: Fri, 12 Nov 2010 17:53:36 -0500 (EST) Subject: [rt-users] ExternalAuth and password changes Message-ID: <26646_1289602417_4CDDC571_26646_46_1_51211869.63807.1289602416811.JavaMail.root@pollux> we're using ExternalAuth to autocreate users from ldap. works great, but if a user changes their ldap password, RT does not seem to know about it and requires the old password to log in, i assume rt just stores the password supplied when the user first logs in? is there any way to keep these passwords in sync? "RK&K" and "RK&K Engineers" are registered trade names of Rummel, Klepper & Kahl, LLP, a Maryland limited liability partnership. This message contains confidential information intended only for the person or persons named above. If you have received this message in error, please immediately notify the sender by return email and delete the message. Thank you. From bdial at rkk.com Fri Nov 12 18:08:49 2010 From: bdial at rkk.com (Brian Dial) Date: Fri, 12 Nov 2010 18:08:49 -0500 (EST) Subject: [rt-users] ExternalAuth and password changes In-Reply-To: <26646_1289602417_4CDDC571_26646_46_1_51211869.63807.1289602416811.JavaMail.root@pollux> Message-ID: <1824121278.63868.1289603329764.JavaMail.root@pollux> ignore this message, was doing something stupid. i shouldn't be working on a friday anyway ----- Original Message ----- we're using ExternalAuth to autocreate users from ldap. works great, but if a user changes their ldap password, RT does not seem to know about it and requires the old password to log in, i assume rt just stores the password supplied when the user first logs in? is there any way to keep these passwords in sync? "RK&K" and "RK&K Engineers" are registered trade names of Rummel, Klepper & Kahl, LLP, a Maryland limited liability partnership. This message contains confidential information intended only for the person or persons named above. If you have received this message in error, please immediately notify the sender by return email and delete the message. Thank you. From herve.lou at gmail.com Sat Nov 13 13:20:20 2010 From: herve.lou at gmail.com (Kevin) Date: Sat, 13 Nov 2010 13:20:20 -0500 Subject: [rt-users] How to automatically route tickets to queues based on sender email address In-Reply-To: References: Message-ID: Thanks Josh, but the idea is to maintain a single email address for all customers and not multiple ones. On Fri, Nov 5, 2010 at 10:33 PM, Josh Narins wrote: > ? I'm just another rt-user, but I'm thinking that your customers might > even like it if you told them they were getting a dedicated email support > channel... changing one client from support at wherever.com to > megasupport at wherever.com, another one gets totalsupport at wherever.com, a > third could get ultrasupport at wherever.com, and your best customer could > get totalmegaultrasupport at wherever.com. > > Just a thought. > > > > Sent from SeniorBridge BlackBerry > > *From*: Kevin [mailto:herve.lou at gmail.com] > *Sent*: Friday, November 05, 2010 10:19 PM > *To*: rt-users at lists.bestpractical.com > *Subject*: [rt-users] How to automatically route tickets to queues based > on sender email address > > Hi All, > > I am running the latest version of RT and I have several queues for my > clients. They all use a single email address to submit support requests, but > they all go to the Default queue. I want to route tickets to the > appropriate queues upon arrival based on the sender email address. For > instance if an email comes from someone at hotmail.com, I want it to go to > the Hotmail queue, and if it from someone at gmail.com, I'd like to have it > go to the gmail queue, and so on. > > Thanks > > > *Josh Narins* > > Director of Application Development > SeniorBridge > 845 Third Ave > 7th Floor > New York, NY 10022 > Tel: (212) 994-6194 > Fax: (212) 994-4260 > Mobile: (917) 488-6248 > jnarins at seniorbridge.com > seniorbridge.com > > [image: SeniorBridge] > > ------------------------------ > *SeniorBridge Statement of Confidentiality:* The contents of this email > message are intended for the exclusive use of the addressee(s) and may > contain confidential or privileged information. Any dissemination, > distribution or copying of this email by an unintended or mistaken recipient > is strictly prohibited. In said event, kindly reply to the sender and > destroy all entries of this message and any attachments from your system. > Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From dustin.berube at gmail.com Sat Nov 13 15:17:31 2010 From: dustin.berube at gmail.com (Dustin Berube) Date: Sat, 13 Nov 2010 15:17:31 -0500 Subject: [rt-users] How to automatically route tickets to queues based on sender email address In-Reply-To: References: Message-ID: On Sat, Nov 13, 2010 at 1:20 PM, Kevin wrote: > Thanks Josh, but the idea is to maintain a single email address for all > customers and not multiple ones. > > Kevin, You may want to look into using procmail in conjunction with your MTA to route email message to different queues based on sender domain or other criteria (we also check for subject line in my environment). If you would like I can create a quick writeup on how I'm using postfix + procmail to route mail into the appropriate RT queue. -dustin -------------- next part -------------- An HTML attachment was scrubbed... URL: From shannon_adams68 at yahoo.com Sun Nov 14 15:15:27 2010 From: shannon_adams68 at yahoo.com (Shannon Adams) Date: Sun, 14 Nov 2010 12:15:27 -0800 (PST) Subject: [rt-users] Controlling outgoing e-mails for new RT tickets Message-ID: <888008.57959.qm@web110816.mail.gq1.yahoo.com> RT 3.8.8 I am trying to come up with a way to only send outbound/auto response e-mails for new RT tickets if the ticket is auto created based on an inbound email. That part is working fine. But, if I use the "new ticket in" button and change the requester to an outbound e-mail address, it will send the requester an e-mail that comes from an "On Create"/Action "Autoreply To Requestors" scrip I have for the queue selected. I do not want that scrip to fire if the a new ticket is created using the "new ticket in" button within RT. It should only apply if a new ticket is created based on an inbound email to the queue. Is there a way to do this? Thanks. From elacour at easter-eggs.com Mon Nov 15 03:45:03 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 15 Nov 2010 09:45:03 +0100 Subject: [rt-users] Controlling outgoing e-mails for new RT tickets In-Reply-To: <888008.57959.qm@web110816.mail.gq1.yahoo.com> References: <888008.57959.qm@web110816.mail.gq1.yahoo.com> Message-ID: <20101115084502.GA3795@easter-eggs.com> On Sun, Nov 14, 2010 at 12:15:27PM -0800, Shannon Adams wrote: > RT 3.8.8 > > I am trying to come up with a way to only send outbound/auto response e-mails > for new RT tickets if the ticket is auto created based on an inbound email. > That part is working fine. But, if I use the "new ticket in" button and change > the requester to an outbound e-mail address, it will send the requester an > e-mail that comes from an "On Create"/Action "Autoreply To Requestors" scrip I > have for the queue selected. I do not want that scrip to fire if the a new > ticket is created using the "new ticket in" button within RT. It should only > apply if a new ticket is created based on an inbound email to the queue. Is > there a way to do this? > Look here: http://wiki.bestpractical.com/view/OnCreateFromEmail ;) From rithy4u_os at hotmail.com Mon Nov 15 04:16:08 2010 From: rithy4u_os at hotmail.com (Rithy R) Date: Mon, 15 Nov 2010 09:16:08 +0000 Subject: [rt-users] RT 3.8.7 - How to configure RT::FM along with RT::Extension::SLA? Message-ID: Dear RT Community, My RT was working with with below config: Set(@Plugins, qw( RT::Extension::SLA)); After setup RTFM 2.4.2 my config look like this: Set(@Plugins, qw( RT::Extension::SLA RT::FM)); Once I restart apache, I found RTFM link in my RT home page but when new ticket is created, my SLA extension stop working and it is no longer change the due date based on SLA setup. Please kindly help to advise. Regards,Rithy -------------- next part -------------- An HTML attachment was scrubbed... URL: From allezbleu at gmail.com Mon Nov 15 06:46:59 2010 From: allezbleu at gmail.com (Mel Allezbleu) Date: Mon, 15 Nov 2010 11:46:59 +0000 Subject: [rt-users] 3.8.2 footer email issues. Message-ID: We migrated from rt2 to rt3.8.2 around 18 months ago and everything seemed to work fine, however have noticed an issue with one user who has a default RT footer added to his correspondence and i cant quite figure out how to remove it. Besides its quite broken anyhow and not any/much use to us. Would like to remove, not fix. offending footer : -- ? ???????? ???????? ?????????Time to display: 0.778012 ? ????|? RT 3.8.2 Copyright 1996-2008 ?Best Practical Solutions, LLC? . ??????? -- So far i have identified the offending file (Footer) and i have also checked global and queue-specific templates via Admin but i cannot find any reference to this footer. the queue was migrated from rt2 and this is the only user/queue combination that has had this issue. thanks From elacour at easter-eggs.com Mon Nov 15 06:59:53 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 15 Nov 2010 12:59:53 +0100 Subject: [rt-users] 3.8.2 footer email issues. In-Reply-To: References: Message-ID: <20101115115953.GD3795@easter-eggs.com> On Mon, Nov 15, 2010 at 11:46:59AM +0000, Mel Allezbleu wrote: > We migrated from rt2 to rt3.8.2 around 18 months ago and everything > seemed to work fine, however have noticed an issue with one user who > has a default RT footer added to his correspondence and i cant quite > figure out how to remove it. Besides its quite broken anyhow and not > any/much use to us. Would like to remove, not fix. > offending footer : > -- > ? ???????? ???????? ?????????Time to display: 0.778012 ? ????|? RT 3.8.2 > Copyright 1996-2008 ?Best Practical Solutions, LLC? . ??????? > -- > > So far i have identified the offending file (Footer) and i have also > checked global and queue-specific templates via Admin but i cannot > find any reference to this footer. the queue was migrated from rt2 and > this is the only user/queue combination that has had this issue. > Each user may have a "signature" in its preferences, so check with him Preferences->About. If this signature really looks with chars replaced by "?", you may have had conversion issues when upgrading your RT (see UPGRADING file). From allezbleu at gmail.com Mon Nov 15 07:06:42 2010 From: allezbleu at gmail.com (Mel Allezbleu) Date: Mon, 15 Nov 2010 12:06:42 +0000 Subject: [rt-users] 3.8.2 footer email issues. In-Reply-To: <20101115115953.GD3795@easter-eggs.com> References: <20101115115953.GD3795@easter-eggs.com> Message-ID: On Mon, Nov 15, 2010 at 11:59 AM, Emmanuel Lacour wrote: > On Mon, Nov 15, 2010 at 11:46:59AM +0000, Mel Allezbleu wrote: >> We migrated from rt2 to rt3.8.2 around 18 months ago and everything >> seemed to work fine, however have noticed an issue with one user who >> has a default RT footer added to his correspondence and i cant quite >> figure out how to remove it. Besides its quite broken anyhow and not >> any/much use to us. Would like to remove, not fix. >> offending footer : >> -- >> ? ???????? ???????? ?????????Time to display: 0.778012 ? ????|? RT 3.8.2 >> Copyright 1996-2008 ?Best Practical Solutions, LLC? . ??????? >> -- >> >> So far i have identified the offending file (Footer) and i have also >> checked global and queue-specific templates via Admin but i cannot >> find any reference to this footer. the queue was migrated from rt2 and >> this is the only user/queue combination that has had this issue. >> > > Each user may have a "signature" in its preferences, so check with him > Preferences->About. > > If this signature really looks with chars replaced by "?", you may have > had conversion issues when upgrading your RT (see UPGRADING file). > > Thanks. I have checked his signature , he does not have one specified. Yes it really does have the "????" chars - i believe it uses a Time:: perl module and Data::Dumper - like i said, im not interested in fixing whatever is wrong with it using these modules, i would just like it removed completely. From G.Booth at lboro.ac.uk Mon Nov 15 09:37:37 2010 From: G.Booth at lboro.ac.uk (G.Booth) Date: Mon, 15 Nov 2010 14:37:37 +0000 Subject: [rt-users] RT Mobile UI 0.99 Message-ID: Hi All Have a small glitch with the mobile interface. Im running 3.8.8 and mobile 0.99 When a case is created in rt and a mail is sent to the members of the queue, the ticket url is of the format: https://rt.blah.com/Ticket/Display.html?id=174184 This works fine for the full interface and you access the case ok. The mobile interface doesnt seem to like it and sends you to the mobile homepage (/m/index.html). It seems to want the format to be https://rt.blah.com/m/ticket/show?id=174184 Does anybody know if there's a simple way to make rt cope with the differences and convert the first url to the second if it detects a mobile phone is being used? regards Garry ps. testing was on a htc desire and the webkit browser From falcone at bestpractical.com Mon Nov 15 10:11:13 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 15 Nov 2010 10:11:13 -0500 Subject: [rt-users] 3.8.2 footer email issues. In-Reply-To: References: Message-ID: <20101115151113.GA1700@jibsheet.com> On Mon, Nov 15, 2010 at 11:46:59AM +0000, Mel Allezbleu wrote: > We migrated from rt2 to rt3.8.2 around 18 months ago and everything > seemed to work fine, however have noticed an issue with one user who > has a default RT footer added to his correspondence and i cant quite > figure out how to remove it. Besides its quite broken anyhow and not > any/much use to us. Would like to remove, not fix. > offending footer : > -- > ? ???????? ???????? ?????????Time to display: 0.778012 ? ????|? RT 3.8.2 > Copyright 1996-2008 ?Best Practical Solutions, LLC? . ??????? > -- What browser is the user using? There have been a multitude of fixes in the RichText editor since 3.8.2 was released almost 2 years ago. This sounds vaguely like a bug reported back in that timeframe. -kevin > So far i have identified the offending file (Footer) and i have also > checked global and queue-specific templates via Admin but i cannot > find any reference to this footer. the queue was migrated from rt2 and > this is the only user/queue combination that has had this issue. > > thanks -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jlucas at eagleinvsys.com Mon Nov 15 10:30:16 2010 From: jlucas at eagleinvsys.com (Jeff Lucas) Date: Mon, 15 Nov 2010 10:30:16 -0500 Subject: [rt-users] RTFM: E-mail to RT group upon creation or modification of article? In-Reply-To: References: Message-ID: <11E641922C0B44439FB30F8936ABF6210FD2F1DE@bigmail01.eagleinvsys.com> Anyone know if RTFM may be configured to send e-mail upon creation and/or modification of an article? If so, is there doc on how to configure this? Thanks. -Jeff From jlucas at eagleinvsys.com Mon Nov 15 10:30:36 2010 From: jlucas at eagleinvsys.com (Jeff Lucas) Date: Mon, 15 Nov 2010 10:30:36 -0500 Subject: [rt-users] Query Builder - Display Columns (Only shows Custom Fields that are global) Message-ID: <11E641922C0B44439FB30F8936ABF6210FD2F1E0@bigmail01.eagleinvsys.com> When building a query, I'm seeing only Custom Fields that are "global" in the Query Builder under Display Columns / Add columns. I want to include a column in the output that includes a Custom Field that is not global. Anyone know if this is possible and/or why non-global fields are not listed in the Display Columns? Thanks. -Jeff -------------- next part -------------- An HTML attachment was scrubbed... URL: From jlucas at eagleinvsys.com Mon Nov 15 10:31:01 2010 From: jlucas at eagleinvsys.com (Jeff Lucas) Date: Mon, 15 Nov 2010 10:31:01 -0500 Subject: [rt-users] 3rd party reporting tools for MySQL / RT? Message-ID: <11E641922C0B44439FB30F8936ABF6210FD2F1E1@bigmail01.eagleinvsys.com> We'd like to automate the production of pretty charts/graphs of RT data for management. I wondered if anyone is using a 3rd party tool (Microsoft Reporting Services, www.eclipse.org/birt) for advanced reporting and analytics of RT tickets and have suggestions/recommendations on tools and/or setup of the user accounts in MySQL, RT, etc? Thanks. -Jeff -------------- next part -------------- An HTML attachment was scrubbed... URL: From v.wawryk at science-computing.de Mon Nov 15 11:14:52 2010 From: v.wawryk at science-computing.de (Violetta Wawryk) Date: Mon, 15 Nov 2010 17:14:52 +0100 Subject: [rt-users] prohibit merging tickets Message-ID: <4CE15C7C.6030500@science-computing.de> Hi List, am I right when I say that the right to "merge tickets" is included in the right "modify tickets" (at least in RT 3.6.7)? Therefore there is no easy way to prevent the user of merging tickets? Is there maybe another way? Thanks for an quick answer. Violetta -- ________________________________ creating IT solutions Violetta J. Wawryk science + computing ag IT-Service Hagellocher Weg 73 phone +49 7071 9457 282 72070 Tuebingen, Germany fax +49 7071 9457 211 www.science-computing.de -- Vorstand/Board of Management: Dr. Bernd Finkbeiner, Dr. Roland Niemeier, Dr. Arno Steitz, Dr. Ingrid Zech Vorsitzender des Aufsichtsrats/ Chairman of the Supervisory Board: Michel Lepert Sitz/Registered Office: Tuebingen Registergericht/Registration Court: Stuttgart Registernummer/Commercial Register No.: HRB 382196 From mathieu at closetwork.org Mon Nov 15 11:37:19 2010 From: mathieu at closetwork.org (Mathieu Longtin) Date: Mon, 15 Nov 2010 11:37:19 -0500 Subject: [rt-users] Can't locate object method "mime_name" via package "Encode::utf8" In-Reply-To: <4CDD8FE7.3060609@kickflop.net> References: <4CDD8AC0.5070401@kickflop.net> <4CDD8FE7.3060609@kickflop.net> Message-ID: For those using Red Hat, use this cpan configuration: % cpan cpan> o conf makepl_arg INSTALLDIRS=site cpan> o conf commit That way, whenever Red Hat updates perl, packages installed via CPAN won't get overwritten. -- Mathieu Longtin 1-514-803-8977 On Fri, Nov 12, 2010 at 2:05 PM, Jeff Blaine wrote: > Nevermind, fixed it. Stupid auto-updates to Perl. > > perl -MCPAN -e "install Encode" got a functioning version > to overwrite the "update" RH gave us. > > On 11/12/2010 1:43 PM, Jeff Blaine wrote: > >> We can't open attachments with RT 3.8.7 >> >> Can't locate object method "mime_name" via package >> "Encode::utf8" at /apps/rt/share/html/Ticket/Attachment/dhandler >> line 78. >> >> Google for "site:lists.bestpractical.com/pipermail/ mime_name" >> fails to return anything useful. >> >> Any ideas? >> >> >> -------------- next part -------------- An HTML attachment was scrubbed... URL: From engle at 4j.lane.edu Mon Nov 15 11:48:37 2010 From: engle at 4j.lane.edu (Kurt Engle) Date: Mon, 15 Nov 2010 08:48:37 -0800 (PST) Subject: [rt-users] Scrip Condition = 0 Message-ID: <123262290.1381926.1289839717310.JavaMail.root@mail3.4j.lane.edu> I am attempting to disable the Global 'On Create Autoreply' scrip so that I can write specific Autoreply scrips for individual Q's. So, I went into the Scrip and set the Condition to '-' (nothing). Now the httpd process will not start. I found some previous postings about Scrips with conditions=0 and followed directions to get RT running again. So, my question is how to disable a Global Scrip without deleting it? Should I set the Condition to a 'User Defined' setting? If so, what is that process. Thanks, Kurt Engle -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Nov 15 11:59:54 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 15 Nov 2010 11:59:54 -0500 Subject: [rt-users] Scrip Condition = 0 In-Reply-To: <123262290.1381926.1289839717310.JavaMail.root@mail3.4j.lane.edu> References: <123262290.1381926.1289839717310.JavaMail.root@mail3.4j.lane.edu> Message-ID: <20101115165954.GB1700@jibsheet.com> On Mon, Nov 15, 2010 at 08:48:37AM -0800, Kurt Engle wrote: > I am attempting to disable the Global 'On Create Autoreply' scrip so that I can write specific > Autoreply scrips for individual Q's. So, I went into the Scrip and set the Condition to '-' > (nothing). Now the httpd process will not start. I found some previous postings about Scrips > with conditions=0 and followed directions to get RT running again. > > So, my question is how to disable a Global Scrip without deleting it? Should I set the > Condition to a 'User Defined' setting? If so, what is that process. Delete it, or set the stage to disabled -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Mon Nov 15 12:00:58 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 15 Nov 2010 12:00:58 -0500 Subject: [rt-users] RTFM: E-mail to RT group upon creation or modification of article? In-Reply-To: <11E641922C0B44439FB30F8936ABF6210FD2F1DE@bigmail01.eagleinvsys.com> References: <11E641922C0B44439FB30F8936ABF6210FD2F1DE@bigmail01.eagleinvsys.com> Message-ID: <20101115170058.GC1700@jibsheet.com> On Mon, Nov 15, 2010 at 10:30:16AM -0500, Jeff Lucas wrote: > Anyone know if RTFM may be configured to send e-mail upon creation > and/or modification of an article? If so, is there doc on how to > configure this? There aren't currently any scrips available on non-ticket objects. In theory you could write a dashboard that shows newly created articles, but I'm not sure that all the RTFM/Dashboard bugfixes have trickled out to a release yet -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From John.Alberts at exlibrisgroup.com Mon Nov 15 12:31:42 2010 From: John.Alberts at exlibrisgroup.com (John Alberts) Date: Mon, 15 Nov 2010 11:31:42 -0600 Subject: [rt-users] help with rt-crontool query Message-ID: <4CB3E05044AE6D47989FF271DEF16ADA080F20E7@us-ex02.Corp.Exlibrisgroup.com> Hi. I'm trying to have RT mail us for all unowned tickets that are 14 days or older. I am using the line below, but it seems to be emailing me for all unowned tickets and ignoring the 'Created' part of the query. Can someone please tell me what I'm doing wrong? This seems like it should be super simple. /opt/rt3/bin/rt-crontool --search RT::Search::FromSQL --search-arg "Owner = 'nobody' AND Created > '13 days ago' AND Status != 'resolved' AND Status != 'rejected'" --action RT::Action::RecordComment --template 'Unowned tickets14' Thanks -- John Alberts Hosted Services Exlibris USA john.alberts at exlibrisgroup.com cell: 1-508-878-2197 From gregor.binder at gmx.net Mon Nov 15 12:59:54 2010 From: gregor.binder at gmx.net (Gregor Binder) Date: Mon, 15 Nov 2010 18:59:54 +0100 (CET) Subject: [rt-users] Can't find a saved search to work with Message-ID: <9339171.1911.1289843994184.JavaMail.root@beauty.mydomain> hi, did you found a solution for the problem? the saved searches worked only for my root user and when i add a user root rights, but these rights to much for this user. greetings gregor From kfcrocker at lbl.gov Mon Nov 15 13:14:06 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 15 Nov 2010 10:14:06 -0800 Subject: [rt-users] Can't find a saved search to work with In-Reply-To: <9339171.1911.1289843994184.JavaMail.root@beauty.mydomain> References: <9339171.1911.1289843994184.JavaMail.root@beauty.mydomain> Message-ID: Greg, What about the "Search" rights, "LoadSavedSearch", "ShowSavedSearch", etc.? Kenn LBNL On Mon, Nov 15, 2010 at 9:59 AM, Gregor Binder wrote: > hi, > > did you found a solution for the problem? > the saved searches worked only for my root user and when i add a user root > rights, but these rights to much for this user. > > greetings > gregor > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Mon Nov 15 13:17:30 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 15 Nov 2010 10:17:30 -0800 Subject: [rt-users] Query Builder - Display Columns (Only shows Custom Fields that are global) In-Reply-To: <11E641922C0B44439FB30F8936ABF6210FD2F1E0@bigmail01.eagleinvsys.com> References: <11E641922C0B44439FB30F8936ABF6210FD2F1E0@bigmail01.eagleinvsys.com> Message-ID: Jeff, RT doesn't know what non-Global Custom Fields to show you until you select a Queue to Query from. Because these Custom Fields are assigned to certain Queues, you have to tell RT which Queues you want to see so it can show you the Custom Fields available. Kenn LBNL On Mon, Nov 15, 2010 at 7:30 AM, Jeff Lucas wrote: > When building a query, I?m seeing only Custom Fields that are ?global? in > the Query Builder under Display Columns / Add columns. > > I want to include a column in the output that includes a Custom Field that > is not global. Anyone know if this is possible and/or why non-global fields > are not listed in the Display Columns? > > Thanks. > > -Jeff > -------------- next part -------------- An HTML attachment was scrubbed... URL: From gregor.binder at gmx.net Mon Nov 15 13:25:18 2010 From: gregor.binder at gmx.net (Gregor Binder) Date: Mon, 15 Nov 2010 19:25:18 +0100 (CET) Subject: [rt-users] Fwd: Can't find a saved search to work with In-Reply-To: Message-ID: <24355350.1915.1289845518054.JavaMail.root@beauty.mydomain> these rights are set to the user but doesn't take effect. gregor ----- Forwarded Message ----- > Greg, > > What about the "Search" rights, "LoadSavedSearch", "ShowSavedSearch", > etc.? > > Kenn > LBNL > > > On Mon, Nov 15, 2010 at 9:59 AM, Gregor Binder < > gregor.binder at gmx..net > wrote: > > > hi, > > did you found a solution for the problem? > the saved searches worked only for my root user and when i add a user > root rights, but these rights to much for this user. > > greetings > gregor From kfcrocker at lbl.gov Mon Nov 15 13:51:01 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 15 Nov 2010 10:51:01 -0800 Subject: [rt-users] Fwd: Can't find a saved search to work with In-Reply-To: <24355350.1915.1289845518054.JavaMail.root@beauty.mydomain> References: <24355350.1915.1289845518054.JavaMail.root@beauty.mydomain> Message-ID: Greg, We grant these rights Globally to ALL Privileged users and have no problem with them. Kenn LBNL On Mon, Nov 15, 2010 at 10:25 AM, Gregor Binder wrote: > these rights are set to the user but doesn't take effect. > > gregor > > ----- Forwarded Message ----- > > Greg, > > > > What about the "Search" rights, "LoadSavedSearch", "ShowSavedSearch", > > etc.? > > > > Kenn > > LBNL > > > > > > On Mon, Nov 15, 2010 at 9:59 AM, Gregor Binder < > > gregor.binder at gmx..net > wrote: > > > > > > hi, > > > > did you found a solution for the problem? > > the saved searches worked only for my root user and when i add a user > > root rights, but these rights to much for this user. > > > > greetings > > gregor > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Dave.Close at us.thalesgroup.com Mon Nov 15 14:01:11 2010 From: Dave.Close at us.thalesgroup.com (CLOSE Dave (DAE)) Date: Mon, 15 Nov 2010 11:01:11 -0800 Subject: [rt-users] Editing the issue statement In-Reply-To: References: <24355350.1915.1289845518054.JavaMail.root@beauty.mydomain> Message-ID: <4CE18377.40502@us.thalesgroup.com> I have a few tickets which, when opened, did not properly wrap lines. The entire issue statement is a single line. When the ticket is selected and the issue is displayed, RT only shows me the left-most characters of the statement. Is there a way to edit that statement to insert the needed NL characters? (RT 3.8.7 on Linux) -- Dave Close, Thales Avionics, Irvine California USA Software integration and performance testing cell +1 949 394 2124, dave.close at us.thalesgroup.com I don't send HTML email and I prefer not to receive it. HTML email is ugly and a significant security exposure. From kfcrocker at lbl.gov Mon Nov 15 14:12:31 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 15 Nov 2010 11:12:31 -0800 Subject: [rt-users] Editing the issue statement In-Reply-To: <4CE18377.40502@us.thalesgroup.com> References: <24355350.1915.1289845518054.JavaMail.root@beauty.mydomain> <4CE18377.40502@us.thalesgroup.com> Message-ID: Dave, Set your RT_SiteConfig.pm settings to: *Set($MessageBoxWrap, "HARD");* *Set($MessageBoxRichText, 0); * *Set($PlainTextPre, 1);* *Set($PlainTextMono, 1);* This works for us. Kenn LBNL On Mon, Nov 15, 2010 at 11:01 AM, CLOSE Dave (DAE) < Dave.Close at us.thalesgroup.com> wrote: > I have a few tickets which, when opened, did not properly wrap lines. > The entire issue statement is a single line. When the ticket is selected > and the issue is displayed, RT only shows me the left-most characters > of the statement. Is there a way to edit that statement to insert the > needed NL characters? (RT 3.8.7 on Linux) > -- > Dave Close, Thales Avionics, Irvine California USA > Software integration and performance testing > cell +1 949 394 2124, dave.close at us.thalesgroup.com > > I don't send HTML email and I prefer not to receive it. > HTML email is ugly and a significant security exposure. > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From smithj4 at bnl.gov Mon Nov 15 14:37:28 2010 From: smithj4 at bnl.gov (Jason A. Smith) Date: Mon, 15 Nov 2010 14:37:28 -0500 Subject: [rt-users] RT Mobile UI 0.99 In-Reply-To: References: Message-ID: <4CE18BF8.7090604@bnl.gov> I asked the same thing last week, but updating to version 0.99 from CPAN fixed it for me, the mobile browser is automatically redirected to the mobile ticket show URL. I am seeing the same problem that John Arends reported though, the link to switch to the full interface does not work for me. I tried adding a / after m, but it didn't fix it for me. However, if I add the full /index.html after the m, then it does work for me: RT->Config->Get('WebPath')%>/m/index.html?NotMobile=1 ~Jason On 11/15/2010 09:37 AM, G.Booth wrote: > Hi All > > Have a small glitch with the mobile interface. Im running 3.8.8 and > mobile 0.99 > When a case is created in rt and a mail is sent to the members of the > queue, the ticket url is of the format: > > https://rt.blah.com/Ticket/Display.html?id=174184 > > This works fine for the full interface and you access the case ok. The > mobile interface doesnt seem to like it and sends you to the mobile > homepage (/m/index.html). It seems to want the format to be > > https://rt.blah.com/m/ticket/show?id=174184 > > Does anybody know if there's a simple way to make rt cope with the > differences and convert the first url to the second if it detects a > mobile phone is being used? > > regards > > Garry > > ps. testing was on a htc desire and the webkit browser > -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 4068 bytes Desc: S/MIME Cryptographic Signature URL: From gregor.binder at gmx.net Mon Nov 15 15:11:54 2010 From: gregor.binder at gmx.net (Gregor Binder) Date: Mon, 15 Nov 2010 21:11:54 +0100 (CET) Subject: [rt-users] Fwd: Can't find a saved search to work with In-Reply-To: Message-ID: <217827.1919.1289851914102.JavaMail.root@beauty.mydomain> i gave these rights to all users and groups that i found in my system but it doesn't work. but i have one group for the admins an in this group i can create a saved-search but these search then appears on all users that are members of the admin group. but the single user savedsearch have the same problem. which version do you use of rt? rights that i set: CreateSavedSearch EditSavedSearches LoadSavedSearch ShowSavedSearches version: 3.6.10 greetings gregor ----- Original Message ----- > Greg, > > We grant these rights Globally to ALL Privileged users and have no > problem with them. > > Kenn > LBNL > > > On Mon, Nov 15, 2010 at 10:25 AM, Gregor Binder < > gregor.binder at gmx.net > wrote: > > > these rights are set to the user but doesn't take effect. > > gregor > > > > > ----- Forwarded Message ----- > > Greg, > > > > What about the "Search" rights, "LoadSavedSearch", > > "ShowSavedSearch", > > etc.? > > > > Kenn > > LBNL > > > > > > On Mon, Nov 15, 2010 at 9:59 AM, Gregor Binder < > > gregor.binder at gmx..net > wrote: > > > > > > hi, > > > > did you found a solution for the problem? > > the saved searches worked only for my root user and when i add a > > user > > root rights, but these rights to much for this user. > > > > greetings > > gregor From kfcrocker at lbl.gov Mon Nov 15 16:02:28 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 15 Nov 2010 13:02:28 -0800 Subject: [rt-users] Fwd: Can't find a saved search to work with In-Reply-To: <217827.1919.1289851914102.JavaMail.root@beauty.mydomain> References: <217827.1919.1289851914102.JavaMail.root@beauty.mydomain> Message-ID: Greg, We are now on 3.8.7, but have had these privileges granted Globally since 3.4.5 and have never had a problem. Perhaps you are granting these rights at a level that is too granular. I see no reason to keep these rights from anyone, so why not keep it simple and grant them globally to all privileged? Kenn LBNL On Mon, Nov 15, 2010 at 12:11 PM, Gregor Binder wrote: > i gave these rights to all users and groups that i found in my system but > it doesn't work. but i have one group for the admins an in this group i can > create a saved-search but these search then appears on all users that are > members of the admin group. > but the single user savedsearch have the same problem. > > which version do you use of rt? > > rights that i set: > CreateSavedSearch > EditSavedSearches > LoadSavedSearch > ShowSavedSearches > > version: 3.6.10 > > greetings > gregor > > ----- Original Message ----- > > Greg, > > > > We grant these rights Globally to ALL Privileged users and have no > > problem with them. > > > > Kenn > > LBNL > > > > > > On Mon, Nov 15, 2010 at 10:25 AM, Gregor Binder < > > gregor.binder at gmx.net > wrote: > > > > > > these rights are set to the user but doesn't take effect. > > > > gregor > > > > > > > > > > ----- Forwarded Message ----- > > > Greg, > > > > > > What about the "Search" rights, "LoadSavedSearch", > > > "ShowSavedSearch", > > > etc.? > > > > > > Kenn > > > LBNL > > > > > > > > > On Mon, Nov 15, 2010 at 9:59 AM, Gregor Binder < > > > gregor.binder at gmx..net > wrote: > > > > > > > > > hi, > > > > > > did you found a solution for the problem? > > > the saved searches worked only for my root user and when i add a > > > user > > > root rights, but these rights to much for this user. > > > > > > greetings > > > gregor > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Dave.Close at us.thalesgroup.com Mon Nov 15 16:08:08 2010 From: Dave.Close at us.thalesgroup.com (CLOSE Dave (DAE)) Date: Mon, 15 Nov 2010 13:08:08 -0800 Subject: [rt-users] Editing the issue statement In-Reply-To: References: <24355350.1915.1289845518054.JavaMail.root@beauty.mydomain> <4CE18377.40502@us.thalesgroup.com> Message-ID: <4CE1A138.9030502@us.thalesgroup.com> I asked: > I have a few tickets which, when opened, did not properly wrap lines. > The entire issue statement is a single line. When the ticket is > selected and the issue is displayed, RT only shows me the left-most > characters of the statement. Is there a way to edit that statement to > insert the needed NL characters? (RT 3.8.7 on Linux) Kenneth Crocker answered: > Set your RT_SiteConfig.pm settings to: > *Set($MessageBoxWrap, "HARD");* > *Set($MessageBoxRichText, 0);* > *Set($PlainTextPre, 1);* > *Set($PlainTextMono, 1);* > This works for us. Thanks, but that doesn't fix it here. It might help avoid any future tickets with the problem but doesn't change the appearance of existing ones. I'm not referring to attachments (PlainText...). -- Dave Close, Thales Avionics, Irvine California USA From jnarins at seniorbridge.com Mon Nov 15 16:24:22 2010 From: jnarins at seniorbridge.com (Josh Narins) Date: Mon, 15 Nov 2010 16:24:22 -0500 Subject: [rt-users] Recovery Assistance Message-ID: Through admin error, during a practice migration of Postgres to Oracle[1], about 5% of the GroupMembers table was deleted[2]. So far, things have been working fine. It was all recent changes, a few of which I was able to remember. However, one user is experiencing odd behavior likely linked to the mis-step. I recall reading about a database integrity check available, but searching the web and the RT wiki doesn't yield any positive hits. Am I misremembering reading about an integrity tool? Thanks in advance, Josh [1] We already are paying an Oracle DBA for system monitoring, backups, etc, and don't have any other Postgres applications. [2] It failed 95% of the way through, then I deleted from the source, rather than the target. I was able to copy ~76400 rows back to the table which originally had ~80400. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] ________________________________ SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Mon Nov 15 16:27:27 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 15 Nov 2010 16:27:27 -0500 Subject: [rt-users] Recovery Assistance In-Reply-To: References: Message-ID: <20101115212726.GL7767@bestpractical.com> On Mon, Nov 15, 2010 at 04:24:22PM -0500, Josh Narins wrote: > Through admin error, during a practice migration of Postgres to Oracle[1], about 5% of the GroupMembers table was deleted[2]. Is the cached-group-members table intact? You can likely recover all the data from that, though I'm late for a plane. Someone else may be able to recommend exact steps to do so. > So far, things have been working fine. It was all recent changes, a few of which I was able to remember. However, one user is experiencing odd behavior likely linked to the mis-step. > > I recall reading about a database integrity check available, but searching the web and the RT wiki doesn't yield any positive hits. > > Am I misremembering reading about an integrity tool? rt-validator > > Thanks in advance, > Josh > > > [1] We already are paying an Oracle DBA for system monitoring, backups, etc, and don't have any other Postgres applications. > > [2] It failed 95% of the way through, then I deleted from the source, rather than the target. I was able to copy ~76400 rows back to the table which originally had ~80400. > > > Josh Narins > > Director of Application Development > SeniorBridge > 845 Third Ave > 7th Floor > New York, NY 10022 > Tel: (212) 994-6194 > Fax: (212) 994-4260 > Mobile: (917) 488-6248 > jnarins at seniorbridge.com > seniorbridge.com > > [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] > > ________________________________ > SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. -- From joosep at meus.ee Mon Nov 15 16:32:13 2010 From: joosep at meus.ee (Joosep Meus) Date: Mon, 15 Nov 2010 23:32:13 +0200 Subject: [rt-users] attachment encoding causes internal server error Message-ID: <4CE1A6DD.8070606@meus.ee> Hi everyone! I'm using rt 3.8.8 with debian linux 5.0 and postgresql 8.3.12. When sending e-mail with an attachment to RT, i receive following error message: "Ticket could not be created due to an internal error" After some investigation i discovered, that this error occurs only, when attachment name contains iso-8859-1 letters and mail is sent using iso-5589-1 encoding. Sending the same file with mail encoding utf8 works fine. When error occurs, these messages will be logged into syslog: Nov 15 22:40:56 rt RT: Converting 'ISO-8859-1' to 'utf-8' for text/plain - Subjectless message Nov 15 22:40:56 rt RT: Guessed encoding: ascii Nov 15 22:40:56 rt RT: Guessed encoding: ascii Nov 15 22:40:56 rt RT: Converting 'ascii' to 'utf-8' for text/plain - Subjectless message Nov 15 22:40:56 rt RT: Guessed encoding: ascii Nov 15 22:40:56 rt RT: Guessed encoding: ascii Nov 15 22:40:56 rt RT: Mail from user #23 (some at mail.address) Nov 15 22:40:56 rt RT: About to think about scrips for transaction #349 Nov 15 22:40:56 rt RT: About to think about scrips for transaction #350 Nov 15 22:40:56 rt RT: About to think about scrips for transaction #351 Nov 15 22:40:56 rt RT: About to think about scrips for transaction #352 Nov 15 22:40:56 rt RT: Attachment insert failed: ERROR: invalid byte sequence for encoding "UTF8": 0xf6fcf5e4#012HINT: This error can also happen if the byte sequence does not match the encoding expected by the server, which is controlled by "client_encoding". (/opt/rt3/bin/../lib/RT/Attachment_Overlay.pm:192) Nov 15 22:40:56 rt RT: Attachment insert failed: ERROR: invalid byte sequence for encoding "UTF8": 0xf6fcf5e4#012HINT: This error can also happen if the byte sequence does not match the encoding expected by the server, which is controlled by "client_encoding". (/opt/rt3/bin/../lib/RT/Attachment_Overlay.pm:165) Nov 15 22:40:56 rt RT: About to think about scrips for transaction #353 Nov 15 22:40:56 rt RT: About to prepare scrips for transaction #353 Nov 15 22:40:56 rt RT: RT::Ticket=HASH(0x50005f0) tried to load a bogus ticket: 34 Nov 15 22:40:56 rt RT: RT::Scrips=HASH(0x500d580) couldn't load ticket 34 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:291) Nov 15 22:40:56 rt RT: Found 5 scrips for TransactionCreate stage with applicable type(s) Create Nov 15 22:40:56 rt RT: RT::Ticket=HASH(0x4fc5008) tried to load a bogus ticket: 34 Nov 15 22:40:56 rt RT: HasRight called with no valid object (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:322) Nov 15 22:40:56 rt RT: RT::Ticket=HASH(0x4f66bc0) tried to load a bogus ticket: 34 Nov 15 22:40:56 rt RT: HasRight called with no valid object (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:322) Nov 15 22:40:56 rt RT: RT::Ticket=HASH(0x4be7000) tried to load a bogus ticket: 34 Nov 15 22:40:56 rt RT: HasRight called with no valid object (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:322) Nov 15 22:40:56 rt RT: RT::Ticket=HASH(0x4f66bd8) tried to load a bogus ticket: 34 Nov 15 22:40:56 rt RT: HasRight called with no valid object (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:322) Nov 15 22:40:56 rt RT: RT::Ticket=HASH(0x5004930) tried to load a bogus ticket: 34 Nov 15 22:40:56 rt RT: HasRight called with no valid object (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:322) Nov 15 22:40:56 rt RT: RT::Ticket=HASH(0x5014810) tried to load a bogus ticket: 34 Nov 15 22:40:56 rt RT: HasRight called with no valid object (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:322) Nov 15 22:40:56 rt RT: RT::Ticket=HASH(0x4f66770) tried to load a bogus ticket: 34 Nov 15 22:40:56 rt RT: About to commit scrips for transaction #353 Nov 15 22:40:56 rt RT: Committing scrip #11 on txn #353 of ticket # Nov 15 22:40:56 rt RT: RT::Ticket=HASH(0x501c8a8) tried to load a bogus ticket: 34 Nov 15 22:40:56 rt RT: HasRight called with no valid object (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:322) Nov 15 22:40:56 rt RT: Tried to load a bogus ticket id: '' Nov 15 22:40:56 rt RT: RT::Ticket=HASH(0x4ff5840) tried to load a bogus ticket: 34 Nov 15 22:40:56 rt RT: Ticket couldn't be created: (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:679) Nov 15 22:40:56 rt RT: Ticket could not be created due to an internal error (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244) There are also the "invalid byte sequence for encoding "UTF8": 0xf6fcf5e4" messages in the Postgresql log. I understand(correct me if i'm wrong) that the cause of the problem is that RT is trying to insert into UTF8 database something that is not UTF8. And the reason of that is that for some reason RT does guess' the attachments encoding wrong. Allthough the log says "Subjectless message", the subject line of the message is not empty. Does anyone has any idea why is RT guessing the encoding(wrong), allthough it sees that encoding is ISO-8859-1? Is there any way i can change this behavior? I tried to fiddle with the Set(@EmailInputEncodings, qw(utf-8 iso-8859-1 us-ascii)); option, but so far no luck. Searching google did'nt give anything useful so far. Any help would be much appreciated. all the best, Joosep Meus From jnarins at seniorbridge.com Mon Nov 15 16:37:19 2010 From: jnarins at seniorbridge.com (Josh Narins) Date: Mon, 15 Nov 2010 16:37:19 -0500 Subject: [rt-users] Recovery Assistance In-Reply-To: <20101115212726.GL7767@bestpractical.com> References: <20101115212726.GL7767@bestpractical.com> Message-ID: > Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnarins at seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.-----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Monday, November 15, 2010 4:27 PM > > On Mon, Nov 15, 2010 at 04:24:22PM -0500, Josh Narins wrote: > > Through admin error, during a practice migration of Postgres to > > Oracle[1], about 5% of the GroupMembers table was deleted[2]. > > Is the cached-group-members table intact? You can likely recover all > the data from that, though I'm late for a plane. Someone else may be > able to recommend exact steps to do so. The cached-group-members table is intact! :-D From joosep at meus.ee Mon Nov 15 16:39:42 2010 From: joosep at meus.ee (Joosep Meus) Date: Mon, 15 Nov 2010 23:39:42 +0200 Subject: [rt-users] attachment encoding causes internal server error In-Reply-To: <4CE1A6DD.8070606@meus.ee> References: <4CE1A6DD.8070606@meus.ee> Message-ID: <4CE1A89E.40501@meus.ee> Hi again! I should probably clarify that problem is related to iso-8859-1 special characters. Exapmle filename i used for testing was "????.txt". Attachments, that do not contain those characters will not cause the problem. All the best, Joosep MEus On 11/15/2010 11:32 PM, Joosep Meus wrote: > Hi everyone! > > I'm using rt 3.8.8 with debian linux 5.0 and postgresql 8.3.12. > > When sending e-mail with an attachment to RT, i receive following error > message: > "Ticket could not be created due to an internal error" > > After some investigation i discovered, that this error occurs only, when > attachment name contains iso-8859-1 letters and mail is sent using > iso-5589-1 encoding. Sending the same file with mail encoding utf8 works > fine. > > When error occurs, these messages will be logged into syslog: > Nov 15 22:40:56 rt RT: Converting 'ISO-8859-1' to 'utf-8' for text/plain > - Subjectless message > Nov 15 22:40:56 rt RT: Guessed encoding: ascii > Nov 15 22:40:56 rt RT: Guessed encoding: ascii > Nov 15 22:40:56 rt RT: Converting 'ascii' to 'utf-8' for text/plain - > Subjectless message > Nov 15 22:40:56 rt RT: Guessed encoding: ascii > Nov 15 22:40:56 rt RT: Guessed encoding: ascii > Nov 15 22:40:56 rt RT: Mail from user #23 (some at mail.address) > Nov 15 22:40:56 rt RT: About to think about scrips for transaction #349 > Nov 15 22:40:56 rt RT: About to think about scrips for transaction #350 > Nov 15 22:40:56 rt RT: About to think about scrips for transaction #351 > Nov 15 22:40:56 rt RT: About to think about scrips for transaction #352 > Nov 15 22:40:56 rt RT: Attachment insert failed: ERROR: invalid byte > sequence for encoding "UTF8": 0xf6fcf5e4#012HINT: This error can also > happen if the byte sequence does not match the encoding expected by the > server, which is controlled by "client_encoding". > (/opt/rt3/bin/../lib/RT/Attachment_Overlay.pm:192) > Nov 15 22:40:56 rt RT: Attachment insert failed: ERROR: invalid byte > sequence for encoding "UTF8": 0xf6fcf5e4#012HINT: This error can also > happen if the byte sequence does not match the encoding expected by the > server, which is controlled by "client_encoding". > (/opt/rt3/bin/../lib/RT/Attachment_Overlay.pm:165) > Nov 15 22:40:56 rt RT: About to think about scrips for transaction #353 > Nov 15 22:40:56 rt RT: About to prepare scrips for transaction #353 > Nov 15 22:40:56 rt RT: RT::Ticket=HASH(0x50005f0) tried to load a bogus > ticket: 34 > Nov 15 22:40:56 rt RT: RT::Scrips=HASH(0x500d580) couldn't load ticket > 34 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:291) > Nov 15 22:40:56 rt RT: Found 5 scrips for TransactionCreate stage with > applicable type(s) Create > Nov 15 22:40:56 rt RT: RT::Ticket=HASH(0x4fc5008) tried to load a bogus > ticket: 34 > Nov 15 22:40:56 rt RT: HasRight called with no valid object > (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:322) > Nov 15 22:40:56 rt RT: RT::Ticket=HASH(0x4f66bc0) tried to load a bogus > ticket: 34 > Nov 15 22:40:56 rt RT: HasRight called with no valid object > (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:322) > Nov 15 22:40:56 rt RT: RT::Ticket=HASH(0x4be7000) tried to load a bogus > ticket: 34 > Nov 15 22:40:56 rt RT: HasRight called with no valid object > (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:322) > Nov 15 22:40:56 rt RT: RT::Ticket=HASH(0x4f66bd8) tried to load a bogus > ticket: 34 > Nov 15 22:40:56 rt RT: HasRight called with no valid object > (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:322) > Nov 15 22:40:56 rt RT: RT::Ticket=HASH(0x5004930) tried to load a bogus > ticket: 34 > Nov 15 22:40:56 rt RT: HasRight called with no valid object > (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:322) > Nov 15 22:40:56 rt RT: RT::Ticket=HASH(0x5014810) tried to load a bogus > ticket: 34 > Nov 15 22:40:56 rt RT: HasRight called with no valid object > (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:322) > Nov 15 22:40:56 rt RT: RT::Ticket=HASH(0x4f66770) tried to load a bogus > ticket: 34 > Nov 15 22:40:56 rt RT: About to commit scrips for transaction #353 > Nov 15 22:40:56 rt RT: Committing scrip #11 on txn #353 of ticket # > Nov 15 22:40:56 rt RT: RT::Ticket=HASH(0x501c8a8) tried to load a bogus > ticket: 34 > Nov 15 22:40:56 rt RT: HasRight called with no valid object > (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:322) > Nov 15 22:40:56 rt RT: Tried to load a bogus ticket id: '' > Nov 15 22:40:56 rt RT: RT::Ticket=HASH(0x4ff5840) tried to load a bogus > ticket: 34 > Nov 15 22:40:56 rt RT: Ticket couldn't be created: > (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:679) > Nov 15 22:40:56 rt RT: Ticket could not be created due to an internal > error (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244) > > There are also the "invalid byte sequence for encoding "UTF8": > 0xf6fcf5e4" messages in the Postgresql log. > > I understand(correct me if i'm wrong) that the cause of the problem is > that RT is trying to insert into UTF8 database something that is not > UTF8. And the reason of that is that for some reason RT does guess' the > attachments encoding wrong. Allthough the log says "Subjectless > message", the subject line of the message is not empty. > Does anyone has any idea why is RT guessing the encoding(wrong), > allthough it sees that encoding is ISO-8859-1? Is there any way i can > change this behavior? > I tried to fiddle with the > Set(@EmailInputEncodings, qw(utf-8 iso-8859-1 us-ascii)); option, but so > far no luck. > > > Searching google did'nt give anything useful so far. > > Any help would be much appreciated. > > > all the best, > Joosep Meus > From jnarins at seniorbridge.com Mon Nov 15 16:52:58 2010 From: jnarins at seniorbridge.com (Josh Narins) Date: Mon, 15 Nov 2010 16:52:58 -0500 Subject: [rt-users] Recovery Assistance In-Reply-To: <20101115212726.GL7767@bestpractical.com> References: <20101115212726.GL7767@bestpractical.com> Message-ID: Sorry, wasn't obvious I sent anything last time because of spurious signature insertion. > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Monday, November 15, 2010 4:27 PM > On Mon, Nov 15, 2010 at 04:24:22PM -0500, Josh Narins wrote: > > Through admin error, during a practice migration of Postgres to > > Oracle[1], about 5% of the GroupMembers table was deleted[2]. > > Is the cached-group-members table intact? You can likely recover all > the data from that, though I'm late for a plane. Someone else may be > able to recommend exact steps to do so. The cached-group-members table is intact! > > So far, things have been working fine. It was all recent changes, a > > few of which I was able to remember. However, one user is experiencing > > odd behavior likely linked to the mis-step. > > > > I recall reading about a database integrity check available, but > > searching the web and the RT wiki doesn't yield any positive hits. > > > > Am I misremembering reading about an integrity tool? > > rt-validator Thank you. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnarins at seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From elacour at easter-eggs.com Mon Nov 15 17:00:31 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 15 Nov 2010 23:00:31 +0100 Subject: [rt-users] attachment encoding causes internal server error In-Reply-To: <4CE1A89E.40501@meus.ee> References: <4CE1A6DD.8070606@meus.ee> <4CE1A89E.40501@meus.ee> Message-ID: <20101115220031.GH3795@easter-eggs.com> On Mon, Nov 15, 2010 at 11:39:42PM +0200, Joosep Meus wrote: > Hi again! > > I should probably clarify that problem is related to iso-8859-1 > special characters. Exapmle filename i used for testing was > "????.txt". Attachments, that do not contain those characters will > not cause the problem. > this is a known bug. See the story with some patches here: http://issues.bestpractical.com/Ticket/Display.html?id=14913&user=guest&pass=guest From mathieu at closetwork.org Mon Nov 15 17:09:59 2010 From: mathieu at closetwork.org (Mathieu Longtin) Date: Mon, 15 Nov 2010 17:09:59 -0500 Subject: [rt-users] utf8 in email headers is not decoded properly Message-ID: Using version 3.8.8 of RT with perl 5.8.8 and Oracle, I tracked down this problem: - Reply to an existing ticket using an email agent that will encode emails in UTF8 - Put a non ascii character in the subject - The email gets recorded with crap in the subject rather than the properly encoded subject In theory, you shouldn't have pure UTF8 in the subject, but Outlook does it, so does gmail. Don't know about other emails. This only happens with existing tickets. Here's how. When receiving the mail, MIME::Parser doesn't decode the utf8, no matter what. So its all binary utf8 in the header data structure. RT adds the "RT-Ticket-ID" field. This string is properly encoded and flagged as utf8. When saving into the database, RT calls $Attachment->head->as_string, which basically does a join of all the headers. When joining strings in perl5, if any one of them is a flagged UTF8 string, then the resulting string is flagged utf8, even if it contains binary data. Don't know why, that's just what I found out. So when RT does this: utf8::decode( $head ) unless utf8::is_utf8( $head ); $head checks as being utf8, even though it's not really, so it doesn't get decoded. And that goes into the database, which is then used everywhere, and I see this in my tickets: test d'? c????nts Now, where should I fix this? - In Attachment_Overlay, force the decoding - In RT::I18N, SetMIMEHeadToEncoding. Thanks -- Mathieu Longtin 1-514-803-8977 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Mon Nov 15 18:50:28 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 15 Nov 2010 18:50:28 -0500 Subject: [rt-users] Recovery Assistance In-Reply-To: References: <20101115212726.GL7767@bestpractical.com> Message-ID: <20101115235027.GM7767@bestpractical.com> On Mon, Nov 15, 2010 at 04:52:58PM -0500, Josh Narins wrote: > Sorry, wasn't obvious I sent anything last time because of spurious signature insertion. > > > From: Jesse Vincent [mailto:jesse at bestpractical.com] > > Sent: Monday, November 15, 2010 4:27 PM > > On Mon, Nov 15, 2010 at 04:24:22PM -0500, Josh Narins wrote: > > > Through admin error, during a practice migration of Postgres to > > > Oracle[1], about 5% of the GroupMembers table was deleted[2]. > > > > Is the cached-group-members table intact? You can likely recover all > > the data from that, though I'm late for a plane. Someone else may be > > able to recommend exact steps to do so. > > The cached-group-members table is intact! Basically, the cachedgroupmembers table has a superset of the columns in the groupmembers table. If you grab only the columns in cachedgroupmembers that match groupmembers, remove the id column and unique the set, then you should be able to insert those rows into the groumembers table. then run rt-validator and test the heck out of things. From joosep at meus.ee Tue Nov 16 02:00:35 2010 From: joosep at meus.ee (joosep at meus.ee) Date: Tue, 16 Nov 2010 09:00:35 +0200 (EET) Subject: [rt-users] attachment encoding causes internal server error In-Reply-To: <20101115220031.GH3795@easter-eggs.com> References: <4CE1A6DD.8070606@meus.ee> <4CE1A89E.40501@meus.ee> <20101115220031.GH3795@easter-eggs.com> Message-ID: <3414492a807edf9ace324991d8d71ada.squirrel@mail.meus.ee> > On Mon, Nov 15, 2010 at 11:39:42PM +0200, Joosep Meus wrote: >> Hi again! >> >> I should probably clarify that problem is related to iso-8859-1 >> special characters. Exapmle filename i used for testing was >> "????.txt". Attachments, that do not contain those characters will >> not cause the problem. >> > > this is a known bug. See the story with some patches here: > http://issues.bestpractical.com/Ticket/Display.html?id=14913&user=guest&pass=guest > > Thanks alot. Patch from the link you provided fixed the problem for me. All the best, Joosep Meus From G.Booth at lboro.ac.uk Tue Nov 16 04:02:18 2010 From: G.Booth at lboro.ac.uk (G.Booth) Date: Tue, 16 Nov 2010 09:02:18 +0000 Subject: [rt-users] RT Mobile UI 0.99 References: Message-ID: Hi Jason > I asked the same thing last week, but updating to >version 0.99 from CPAN fixed it for me, the mobile >browser is automatically redirected to the mobile ticket >show URL. It seems to be semi-fixed for me, used to get the error that's been discussed: Can't call method "id" on an undefined value at /opt/rt3/local/plugins/RT-Extension-MobileUI/html/Callbacks/RT-Extension-MobileUI/Ticket/Display.html/Initial line 4. This has now stopped, but I cant get the url to go to the ticket :-[ > > I am seeing the same problem that John Arends reported >though, the link to switch to the full interface does not >work for me. I tried adding a / after m, but it didn't >fix it for me. However, if I add the full /index.html >after the m, then it does work for me: > > RT->Config->Get('WebPath')%>/m/index.html?NotMobile=1 > > ~Jason Got this one too :-[ regards garry From Franck.Calleja-Albillos at alcatel-lucent.com Tue Nov 16 06:46:10 2010 From: Franck.Calleja-Albillos at alcatel-lucent.com (CALLEJA-ALBILLOS, FRANCK (FRANCK)** CTR **) Date: Tue, 16 Nov 2010 12:46:10 +0100 Subject: [rt-users] Several line for a CustomField in CommandByEmail. In-Reply-To: References: <4CDAB891.4020206@desy.de> <20101110160323.GG2825@easter-eggs.com> Message-ID: Hi, Thanks for your answer. It doesn?t work. Looking at the code, seems there is a line for removing trailing and leading space (line 208 in TakeAction.pm), no ? I tried also with addition of \n to force MYSQL interpret a carriage return, but the \n appear as a simple char string and isn?t interpreted. Cdt, Franck CALLEJA-ALBILLOS TREFLE pour Alcatel-Lucent Centre de Comp?tences Managed Services - IP/MPLS T?l. : +33 1 30 77 1362 Email : franck.calleja-albillos at alcatel-lucent.com De : ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] De la part de Ruslan Zakirov Envoy? : jeudi 11 novembre 2010 14:44 ? : CALLEJA-ALBILLOS, FRANCK (FRANCK)** CTR ** Cc : rt-users at lists.bestpractical.com Objet : Re: [rt-users] Several line for a CustomField in CommandByEmail. Hi Try spaces in the beginning of a new line. Cf: bla Bla Bla Regards, Ruslan. From phone. 2010 11 10 19:53 ???????????? "CALLEJA-ALBILLOS, FRANCK (FRANCK)** CTR **" > ???????: > Hello, > > I want to create tickets through CommandByEmail and fulfill some CustomFields. One of them is a text area (including several lines), but I don't know how to format the mail so that it takes the "Carriage Return" or "Line Feed" into account : > > I've tried : > > CustomField.{Adresse}:"6, rue L?onard de Vinci - BP 0119 > 53001 LAVAL" > > > CustomField.{Adresse}:6, rue L?onard de Vinci - BP 0119 > 53001 LAVAL > > > CustomField.{Adresse}:6, rue L?onard de Vinci - BP 0119 > AddCustomField.{Adresse}:53001 LAVAL > > None seems to work. Or perhaps I'm wrong. > Every else other Field ou CustomField is updated correctly. > > How can I do ? > > Thanks for your help, > Franck CALLEJA-ALBILLOS > -------------- next part -------------- An HTML attachment was scrubbed... URL: From muellejo at aschendorff.de Tue Nov 16 06:20:32 2010 From: muellejo at aschendorff.de (muellejo at aschendorff.de) Date: Tue, 16 Nov 2010 12:20:32 +0100 Subject: [rt-users] "Create a new ticket" for someone else set as Requestor Message-ID: <20101116122032.63539f75@braindead.world.tld> Hello, I often get called by phone to open a ticket for someone. If I click the "Create a new ticket" the "Requestor(s)" is set to my own email address. But I want to open it for the person on the other line on the phone (who already has got an unprivileged account). Is it somehow possible to select/search for unprivileged user in the "Create a new ticket" dialog ? I am thinking of an ajax instant search on all email addresses. Or instead make a search for the user and then have a "open a ticket for this user with this user set as requestor" ? Any are there any suggestions how do do this ? Thanks in advance Joe From gsollazz at sgul.ac.uk Tue Nov 16 06:56:45 2010 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Tue, 16 Nov 2010 11:56:45 +0000 Subject: [rt-users] "Create a new ticket" for someone else set as Requestor In-Reply-To: <20101116122032.63539f75@braindead.world.tld> References: <20101116122032.63539f75@braindead.world.tld> Message-ID: <4CE2717D.7050300@sgul.ac.uk> Dear Joe, it is possible - we do something like this and it doesn't need any additional software development. We have used the RTx::EmailCompletion module. It is configured to query our LDAP directory on entering 3-4 characters of a name/e-mail address. Best regards, Giuseppe On 16/11/10 11:20, muellejo at aschendorff.de wrote: > Hello, > > I often get called by phone to open a ticket for someone. > If I click the "Create a new ticket" the "Requestor(s)" is set to my own email address. > > But I want to open it for the person on the other line on the phone (who already has got an unprivileged account). > Is it somehow possible to select/search for unprivileged user in the "Create a new ticket" dialog ? > I am thinking of an ajax instant search on all email addresses. > > Or instead make a search for the user and then have a "open a ticket for this user with this user set as requestor" ? > > Any are there any suggestions how do do this ? > > Thanks in advance > Joe > -- ____________________________________ Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsollazz at sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 From ruz at bestpractical.com Tue Nov 16 07:46:22 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 16 Nov 2010 15:46:22 +0300 Subject: [rt-users] Recovery Assistance In-Reply-To: <20101115235027.GM7767@bestpractical.com> References: <20101115212726.GL7767@bestpractical.com> <20101115235027.GM7767@bestpractical.com> Message-ID: Hi, As CGM table have more records to account recursive members then you should filter out some records. Use Via = id and GroupId <> MemberId condition on CGM table. Regards, Ruslan. From phone. 2010 11 16 02:51 ???????????? "Jesse Vincent" ???????: > > > > On Mon, Nov 15, 2010 at 04:52:58PM -0500, Josh Narins wrote: >> Sorry, wasn't obvious I sent anything last time because of spurious signature insertion. >> >> > From: Jesse Vincent [mailto:jesse at bestpractical.com] >> > Sent: Monday, November 15, 2010 4:27 PM >> > On Mon, Nov 15, 2010 at 04:24:22PM -0500, Josh Narins wrote: >> > > Through admin error, during a practice migration of Postgres to >> > > Oracle[1], about 5% of the GroupMembers table was deleted[2]. >> > >> > Is the cached-group-members table intact? You can likely recover all >> > the data from that, though I'm late for a plane. Someone else may be >> > able to recommend exact steps to do so. >> >> The cached-group-members table is intact! > > Basically, the cachedgroupmembers table has a superset of the columns in the groupmembers table. > > If you grab only the columns in cachedgroupmembers that match groupmembers, remove the id column and unique the set, then you should be able to insert those rows into the groumembers table. then run rt-validator and test the heck out of things. -------------- next part -------------- An HTML attachment was scrubbed... URL: From muellejo at aschendorff.de Tue Nov 16 07:48:59 2010 From: muellejo at aschendorff.de (muellejo at aschendorff.de) Date: Tue, 16 Nov 2010 13:48:59 +0100 Subject: [rt-users] "Create a new ticket" for someone else set as Requestor In-Reply-To: <4CE2717D.7050300@sgul.ac.uk> References: <20101116122032.63539f75@braindead.world.tld> <4CE2717D.7050300@sgul.ac.uk> Message-ID: <20101116134859.230dbe25@braindead.world.tld> Excellent, exactly what I was looking for, thanks a lot for the hint ! > We have used the RTx::EmailCompletion module. It is configured to query > our LDAP directory on entering 3-4 characters of a name/e-mail address. From ruz at bestpractical.com Tue Nov 16 07:51:54 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 16 Nov 2010 15:51:54 +0300 Subject: [rt-users] Editing the issue statement In-Reply-To: <4CE18377.40502@us.thalesgroup.com> References: <24355350.1915.1289845518054.JavaMail.root@beauty.mydomain> <4CE18377.40502@us.thalesgroup.com> Message-ID: Hi, Any details on reproducing problem and your rt config? Regards, Ruslan. From phone. 2010 11 15 22:01 ???????????? "CLOSE Dave (DAE)" < Dave.Close at us.thalesgroup.com> ???????: > I have a few tickets which, when opened, did not properly wrap lines. > The entire issue statement is a single line. When the ticket is selected > and the issue is displayed, RT only shows me the left-most characters > of the statement. Is there a way to edit that statement to insert the > needed NL characters? (RT 3.8.7 on Linux) > -- > Dave Close, Thales Avionics, Irvine California USA > Software integration and performance testing > cell +1 949 394 2124, dave.close at us.thalesgroup.com > > I don't send HTML email and I prefer not to receive it. > HTML email is ugly and a significant security exposure. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Tue Nov 16 08:05:36 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 16 Nov 2010 16:05:36 +0300 Subject: [rt-users] Fwd: Can't find a saved search to work with In-Reply-To: References: <217827.1919.1289851914102.JavaMail.root@beauty.mydomain> Message-ID: Hi, I didn't look into saved searches rights for a while, but recall some "smartiness" there. You can share searches with members of a group by saving them with different privacy level. To do this you must be a member of the group and have right on that group. This means that admin can not save search for group x unless he is member of that group. He can add himself temporarily to do the job. Regards, Ruslan. From phone. 2010 11 16 00:03 ???????????? "Kenneth Crocker" ???????: > Greg, > > We are now on 3.8.7, but have had these privileges granted Globally since > 3.4.5 and have never had a problem. Perhaps you are granting these rights at > a level that is too granular. I see no reason to keep these rights from > anyone, so why not keep it simple and grant them globally to all privileged? > > Kenn > LBNL > > On Mon, Nov 15, 2010 at 12:11 PM, Gregor Binder wrote: > >> i gave these rights to all users and groups that i found in my system but >> it doesn't work. but i have one group for the admins an in this group i can >> create a saved-search but these search then appears on all users that are >> members of the admin group. >> but the single user savedsearch have the same problem. >> >> which version do you use of rt? >> >> rights that i set: >> CreateSavedSearch >> EditSavedSearches >> LoadSavedSearch >> ShowSavedSearches >> >> version: 3.6.10 >> >> greetings >> gregor >> >> ----- Original Message ----- >> > Greg, >> > >> > We grant these rights Globally to ALL Privileged users and have no >> > problem with them. >> > >> > Kenn >> > LBNL >> > >> > >> > On Mon, Nov 15, 2010 at 10:25 AM, Gregor Binder < >> > gregor.binder at gmx.net > wrote: >> > >> > >> > these rights are set to the user but doesn't take effect. >> > >> > gregor >> > >> > >> > >> > >> > ----- Forwarded Message ----- >> > > Greg, >> > > >> > > What about the "Search" rights, "LoadSavedSearch", >> > > "ShowSavedSearch", >> > > etc.? >> > > >> > > Kenn >> > > LBNL >> > > >> > > >> > > On Mon, Nov 15, 2010 at 9:59 AM, Gregor Binder < >> > > gregor.binder at gmx..net > wrote: >> > > >> > > >> > > hi, >> > > >> > > did you found a solution for the problem? >> > > the saved searches worked only for my root user and when i add a >> > > user >> > > root rights, but these rights to much for this user. >> > > >> > > greetings >> > > gregor >> -------------- next part -------------- An HTML attachment was scrubbed... URL: From rithy4u_os at hotmail.com Tue Nov 16 08:57:52 2010 From: rithy4u_os at hotmail.com (Rithy R) Date: Tue, 16 Nov 2010 13:57:52 +0000 Subject: [rt-users] RT 3.8.7 - Need urgent help to configure RT::FM In-Reply-To: References: Message-ID: Please ... any one can help me... Regards,Rithy From: rithy4u_os at hotmail.com To: rt-users at lists.bestpractical.com Date: Mon, 15 Nov 2010 09:16:08 +0000 Subject: [rt-users] RT 3.8.7 - How to configure RT::FM along with RT::Extension::SLA? Dear RT Community, My RT was working with with below config: Set(@Plugins, qw( RT::Extension::SLA)); After setup RTFM 2.4.2 my config look like this: Set(@Plugins, qw( RT::Extension::SLA RT::FM)); Once I restart apache, I found RTFM link in my RT home page but when new ticket is created, my SLA extension stop working and it is no longer change the due date based on SLA setup. Please kindly help to advise. Regards,Rithy -------------- next part -------------- An HTML attachment was scrubbed... URL: From wpereira at pop-sp.rnp.br Tue Nov 16 09:21:06 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Tue, 16 Nov 2010 12:21:06 -0200 Subject: [rt-users] How to generate reports on RT? Message-ID: <4CE29352.6010306@pop-sp.rnp.br> Hi, friends. I have a Request Tracker working well since many months ago. And now it is time to starting generate some reports from our more than 300 tickets. What should be my first step? 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 fone at RNP: 10158902 From falcone at bestpractical.com Tue Nov 16 10:02:56 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 16 Nov 2010 10:02:56 -0500 Subject: [rt-users] RT 3.8.7 - Need urgent help to configure RT::FM In-Reply-To: References: Message-ID: <20101116150256.GD1700@jibsheet.com> On Tue, Nov 16, 2010 at 01:57:52PM +0000, Rithy R wrote: > Please ... any one can help me... As mentioned in the bug report you filed, it is hard to help without knowing more about your actual config (preferably from Configuration -> Tools -> System COnfiguration) and what you mean by 'the sla extension stopped working' I've run RTFM and SLA together without issue -kevin > > ---------------------------------------------------------------------------------------------- > > From: rithy4u_os at hotmail.com > To: rt-users at lists.bestpractical.com > Date: Mon, 15 Nov 2010 09:16:08 +0000 > Subject: [rt-users] RT 3.8.7 - How to configure RT::FM along with RT::Extension::SLA? > > Dear RT Community, > My RT was working with with below config: > Set(@Plugins, qw( > RT::Extension::SLA > )); > After setup RTFM 2.4.2 my config look like this: > Set(@Plugins, qw( > RT::Extension::SLA > RT::FM > )); > Once I restart apache, I found RTFM link in my RT home page but when new ticket is created, my > SLA extension stop working and it is no longer change the due date based on SLA setup. > Please kindly help to advise. > Regards, > Rithy -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From kfcrocker at lbl.gov Tue Nov 16 11:06:51 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 16 Nov 2010 08:06:51 -0800 Subject: [rt-users] How to generate reports on RT? In-Reply-To: <4CE29352.6010306@pop-sp.rnp.br> References: <4CE29352.6010306@pop-sp.rnp.br> Message-ID: Wagner, Have you put together any specifications on what people want to see in those reports? Have you segregated that information into specific types of reports? Have you determined the best way to produce those reports per user, ie. Search results downloaded into Excel or Dashboards or Cronjobs, etc? When you've done all that, the road will be pretty well mapped out for you. Kenn LBNL 2010/11/16 Wagner Pereira > Hi, friends. > > I have a Request Tracker working well since many months ago. > > And now it is time to starting generate some reports from our more than 300 > tickets. > > What should be my first step? > > 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 > fone at RNP: 10158902 > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Tue Nov 16 11:12:04 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Tue, 16 Nov 2010 08:12:04 -0800 Subject: [rt-users] help with rt-crontool query In-Reply-To: <4CB3E05044AE6D47989FF271DEF16ADA080F20E7@us-ex02.Corp.Exlibrisgroup.com> References: <4CB3E05044AE6D47989FF271DEF16ADA080F20E7@us-ex02.Corp.Exlibrisgroup.com> Message-ID: John, Your "Created" logic is in reverse. It should be: Created < '13 days ago'. What you are asking for is all tickets where the "Created" date itself has a value less than today minus 13 days. A ticket that was created 20 days ago would meet that criteria. Hope this helps. Kenn LBNL On Mon, Nov 15, 2010 at 9:31 AM, John Alberts < John.Alberts at exlibrisgroup.com> wrote: > Hi. I'm trying to have RT mail us for all unowned tickets that are 14 > days or older. I am using the line below, but it seems to be emailing > me for all unowned tickets and ignoring the 'Created' part of the > query. Can someone please tell me what I'm doing wrong? This seems > like it should be super simple. > > > /opt/rt3/bin/rt-crontool --search RT::Search::FromSQL --search-arg > "Owner = 'nobody' AND Created > '13 days ago' AND Status != 'resolved' > AND Status != 'rejected'" --action RT::Action::RecordComment --template > 'Unowned tickets14' > > > Thanks > > -- > John Alberts > Hosted Services > Exlibris USA > john.alberts at exlibrisgroup.com > cell: 1-508-878-2197 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Brian.Thompson at tridentmicro.com Tue Nov 16 11:28:52 2010 From: Brian.Thompson at tridentmicro.com (Brian Thompson) Date: Tue, 16 Nov 2010 08:28:52 -0800 Subject: [rt-users] RT::Extension::PriorityAsString Help Request (Comple & Configuration) In-Reply-To: <1F56ED7B078936468E1F92A2A10E95B3164BC2988A@US-EXH-03.us.trid.com> References: <1F56ED7B078936468E1F92A2A10E95B3164BBA33FC@US-EXH-03.us.trid.com> <20101112001743.GD785@jibsheet.com> <1F56ED7B078936468E1F92A2A10E95B3164BC2988A@US-EXH-03.us.trid.com> Message-ID: <1F56ED7B078936468E1F92A2A10E95B316680FDA15@US-EXH-03.us.trid.com> Hi, Still stuck making this work. I believe my latest compilation via make is now correct (per Kevin's advice) however I'm not seeing any "priority as a string" functionality. Does anyone have this working at their site? If so, did anything beyond the instructions below need to be done?: http://search.cpan.org/dist/RT-Extension-PriorityAsString/lib/RT/Extension/PriorityAsString.pm#INSTALLATION Thank you! <--Brian--> -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Brian Thompson Sent: Friday, November 12, 2010 9:37 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT::Extension::PriorityAsString Help Request (Compile & Configuration) Thank you Kevin! Tried installing per your recommendation (looks likes it put files in their correct locations!) but I'm still not seeing a change in RT behavior (removed the "obj" directory and stopped/restarted the web server per instructions). Here's the "make" output (anything obvious here?): [rtracker at ithelpdesk RT-Extension-PriorityAsString-0.03]$ perl Makefile.PL find the location of RT.pm that defines $RT::LocalPath in: inc /rt/perl/lib/perl5/5.8.8 /rt/perl/lib/perl5/x86_64-linux-thread-multi /rt/perl/lib/perl5 /rt/perl/lib/perl5/5.8.8 /rt/perl/lib/perl5/site_perl/5.8.8 /rt/perl/lib64/perl5/5.8.8/x86_64-linux-thread-multi /rt/perl/lib64/perl5/5.8.8 /rt/perl/lib64/perl5 /rt/perl/lib64/perl5/5.8.8/x86_64-linux-thread-multi /rt/perl/lib64/perl5/5.8.8 /rt/perl/lib64/perl5/5.8.8/x86_64-linux-thread-multi /rt/perl/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi /rt/perl/lib64/perl5/site_perl/5.8.8 /rt/perl/lib64/perl5/site_perl /rt/perl/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi /rt/perl/lib64/perl5/site_perl/5.8.8 /rt/perl/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi /usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 . /opt/rt3/lib /opt/lib/rt3 /opt/lib /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/lib /sw/lib/rt3 /sw/lib /rt/perl /rt/perl/rt3/lib /rt/perl/lib/rt3 /rt/perl/lib Path to your RT.pm: /rt/app/lib Using RT configuration from /rt/app/lib/RT.pm: ./html => /rt/app/local/plugins/RT-Extension-PriorityAsString/html ./lib => /rt/app/local/plugins/RT-Extension-PriorityAsString/lib Checking if your kit is complete... Looks good Warning: prerequisite RT 3.8.3 not found. Writing Makefile for RT::Extension::PriorityAsString [rtracker at ithelpdesk RT-Extension-PriorityAsString-0.03]$ Thank you! <--Brian--> -----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, November 11, 2010 4:18 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT::Extension::PriorityAsString Help Request (Compile & Configuration) On Thu, Nov 11, 2010 at 08:34:06AM -0800, Brian Thompson wrote: > Hello, > > I'm in the process of installing & implementing the extension > "RT::Extension::PriorityAsString". > > My first issue is with the "make" Can anyone tell me if this compile was successful? (please > note the "Warning" although RT 3.8.8 is in fact installed and working for us): > > perl Makefile.PL PREFIX=/rt/perl > Using RT configuration from /rt/perl/lib/RT.pm: > ./html => /rt/perl/html > ./lib => /rt/perl/lib Using PREFIX like that has caused your extension to be installed in a completely nonstandard location. It should print something like ./html => /rt/perl/local/plugins/RT-Extension-PriorityAsString/html > Installing /rt/perl/html/Ticket/Elements/ShowPriority > Installing /rt/perl/html/Elements/SelectPriority This looks like you've clobbered the shipped versions of those files. A better way to install a plugin is as follows. perl Makefile.PL - answer the prompt it gives, or run RTHOME=/rt/perl perl Makefile.PL and see if it installs correctly -kevin From falcone at bestpractical.com Tue Nov 16 11:48:41 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 16 Nov 2010 11:48:41 -0500 Subject: [rt-users] RT::Extension::PriorityAsString Help Request (Comple & Configuration) In-Reply-To: <1F56ED7B078936468E1F92A2A10E95B316680FDA15@US-EXH-03.us.trid.com> References: <1F56ED7B078936468E1F92A2A10E95B3164BBA33FC@US-EXH-03.us.trid.com> <20101112001743.GD785@jibsheet.com> <1F56ED7B078936468E1F92A2A10E95B3164BC2988A@US-EXH-03.us.trid.com> <1F56ED7B078936468E1F92A2A10E95B316680FDA15@US-EXH-03.us.trid.com> Message-ID: <20101116164841.GE1700@jibsheet.com> On Tue, Nov 16, 2010 at 08:28:52AM -0800, Brian Thompson wrote: > Still stuck making this work. I believe my latest compilation via > make is now correct (per Kevin's advice) however I'm not seeing any > "priority as a string" functionality. Does anyone have this working > at their site? If so, did anything beyond the instructions below > need to be done?: > > http://search.cpan.org/dist/RT-Extension-PriorityAsString/lib/RT/Extension/PriorityAsString.pm#INSTALLATION Followed those directions exactly against a vanilla rt3.8.8 install and it works fine (see screenshot). I suspect something to do with your unusual installation structure or your previous install which clobbered some installed files. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: priorityasstring.png Type: image/png Size: 12111 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Brian.Thompson at tridentmicro.com Tue Nov 16 12:37:19 2010 From: Brian.Thompson at tridentmicro.com (Brian Thompson) Date: Tue, 16 Nov 2010 09:37:19 -0800 Subject: [rt-users] RT::Extension::PriorityAsString Help Request (Comple & Configuration) In-Reply-To: <20101116164841.GE1700@jibsheet.com> References: <1F56ED7B078936468E1F92A2A10E95B3164BBA33FC@US-EXH-03.us.trid.com> <20101112001743.GD785@jibsheet.com> <1F56ED7B078936468E1F92A2A10E95B3164BC2988A@US-EXH-03.us.trid.com> <1F56ED7B078936468E1F92A2A10E95B316680FDA15@US-EXH-03.us.trid.com> <20101116164841.GE1700@jibsheet.com> Message-ID: <1F56ED7B078936468E1F92A2A10E95B316680FDAFF@US-EXH-03.us.trid.com> Thank you Kevin. I backed out to a pristine copy of our running RT and reinstalled the Extension to no avail (must be our non-standard installation structure as you suggest, something I inherited I'm afraid...). Thanks again!, <--Brian--> -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, November 16, 2010 8:49 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT::Extension::PriorityAsString Help Request (Comple & Configuration) On Tue, Nov 16, 2010 at 08:28:52AM -0800, Brian Thompson wrote: > Still stuck making this work. I believe my latest compilation via > make is now correct (per Kevin's advice) however I'm not seeing any > "priority as a string" functionality. Does anyone have this working > at their site? If so, did anything beyond the instructions below need > to be done?: > > http://search.cpan.org/dist/RT-Extension-PriorityAsString/lib/RT/Exten > sion/PriorityAsString.pm#INSTALLATION Followed those directions exactly against a vanilla rt3.8.8 install and it works fine (see screenshot). I suspect something to do with your unusual installation structure or your previous install which clobbered some installed files. -kevin From ruz at bestpractical.com Tue Nov 16 13:50:23 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 16 Nov 2010 21:50:23 +0300 Subject: [rt-users] RT::Extension::PriorityAsString Help Request (Comple & Configuration) In-Reply-To: <1F56ED7B078936468E1F92A2A10E95B316680FDAFF@US-EXH-03.us.trid.com> References: <1F56ED7B078936468E1F92A2A10E95B3164BBA33FC@US-EXH-03.us.trid.com> <20101112001743.GD785@jibsheet.com> <1F56ED7B078936468E1F92A2A10E95B3164BC2988A@US-EXH-03.us.trid.com> <1F56ED7B078936468E1F92A2A10E95B316680FDA15@US-EXH-03.us.trid.com> <20101116164841.GE1700@jibsheet.com> <1F56ED7B078936468E1F92A2A10E95B316680FDAFF@US-EXH-03.us.trid.com> Message-ID: Are you on RT 3.8.3 or newer? Regards, Ruslan. From phone. 2010 11 16 20:37 ???????????? "Brian Thompson" < Brian.Thompson at tridentmicro.com> ???????: > Thank you Kevin. I backed out to a pristine copy of our running RT and reinstalled the Extension to no avail (must be our non-standard installation structure as you suggest, something I inherited I'm afraid...). > > Thanks again!, > > <--Brian--> > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto: rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone > Sent: Tuesday, November 16, 2010 8:49 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT::Extension::PriorityAsString Help Request (Comple & Configuration) > > On Tue, Nov 16, 2010 at 08:28:52AM -0800, Brian Thompson wrote: >> Still stuck making this work. I believe my latest compilation via >> make is now correct (per Kevin's advice) however I'm not seeing any >> "priority as a string" functionality. Does anyone have this working >> at their site? If so, did anything beyond the instructions below need >> to be done?: >> >> http://search.cpan.org/dist/RT-Extension-PriorityAsString/lib/RT/Exten >> sion/PriorityAsString.pm#INSTALLATION > > Followed those directions exactly against a vanilla rt3.8.8 install and it works fine (see screenshot). I suspect something to do with your unusual installation structure or your previous install which clobbered some installed files. > > -kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From Brian.Thompson at tridentmicro.com Tue Nov 16 13:54:19 2010 From: Brian.Thompson at tridentmicro.com (Brian Thompson) Date: Tue, 16 Nov 2010 10:54:19 -0800 Subject: [rt-users] RT::Extension::PriorityAsString Help Request (Comple & Configuration) In-Reply-To: References: <1F56ED7B078936468E1F92A2A10E95B3164BBA33FC@US-EXH-03.us.trid.com> <20101112001743.GD785@jibsheet.com> <1F56ED7B078936468E1F92A2A10E95B3164BC2988A@US-EXH-03.us.trid.com> <1F56ED7B078936468E1F92A2A10E95B316680FDA15@US-EXH-03.us.trid.com> <20101116164841.GE1700@jibsheet.com> <1F56ED7B078936468E1F92A2A10E95B316680FDAFF@US-EXH-03.us.trid.com> Message-ID: <1F56ED7B078936468E1F92A2A10E95B316680FDCE2@US-EXH-03.us.trid.com> We?re running 3.8.8. Thanks, Brian From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Tuesday, November 16, 2010 10:50 AM To: Brian Thompson Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT::Extension::PriorityAsString Help Request (Comple & Configuration) Are you on RT 3.8.3 or newer? Regards, Ruslan. From phone. 2010 11 16 20:37 ???????????? "Brian Thompson" > ???????: > Thank you Kevin. I backed out to a pristine copy of our running RT and reinstalled the Extension to no avail (must be our non-standard installation structure as you suggest, something I inherited I'm afraid...). > > Thanks again!, > > <--Brian--> > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone > Sent: Tuesday, November 16, 2010 8:49 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT::Extension::PriorityAsString Help Request (Comple & Configuration) > > On Tue, Nov 16, 2010 at 08:28:52AM -0800, Brian Thompson wrote: >> Still stuck making this work. I believe my latest compilation via >> make is now correct (per Kevin's advice) however I'm not seeing any >> "priority as a string" functionality. Does anyone have this working >> at their site? If so, did anything beyond the instructions below need >> to be done?: >> >> http://search.cpan.org/dist/RT-Extension-PriorityAsString/lib/RT/Exten >> sion/PriorityAsString.pm#INSTALLATION > > Followed those directions exactly against a vanilla rt3.8.8 install and it works fine (see screenshot). I suspect something to do with your unusual installation structure or your previous install which clobbered some installed files. > > -kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From tom.robinson at motec.com.au Tue Nov 16 19:33:30 2010 From: tom.robinson at motec.com.au (Tom Robinson) Date: Wed, 17 Nov 2010 11:33:30 +1100 Subject: [rt-users] Extension/Plugin Conflicts Message-ID: <4CE322DA.8010401@motec.com.au> Hi, I've been using RT (3.8.8) for a few months now. Initially I just wanted to use the default install but I'm now adding a few plugins. The problem I have is some sort of conflict with a particular plugin: RTx::Calendar I have three plugins installed: RT::Extension::JSGantt RT::Extension::CommandByMail RTx::Calendar In the etc/RT_SiteConfig.pm if I put the configuration for Calendar BEFORE JSGannt I get this message: could not find component for path 'MyCalendar' At this point JSGantt works fine. If I change the etc/RT_SiteConfig.pm and put JSGantt BEFORE Calendar, then I see the Calendar portal but there no longer a link for JSGantt. Is there some trick to adding plugins so the successfully get loaded without conflicts? Apart from changing the order of the plugin configurations in the config file I have made one other change. The installation document for JSGantt uses the following syntax for loading the plugin: Set(@Plugins,'RT::Extension::JSGantt'); Looking at my other plugins I decided to change this to: Set(@Plugins,(qw(RT::Extension::JSGantt))); The plugin still loads and is functional as long as it's put AFTER the Calendar plugin in the config file. I know nothing about the differences in syntax above - just made a stab in the dark hoping it might fix the conflict with the Calendar plugin. Any help is very much appreciated. Regards, Tom Current RT_SiteConfig.pm # Any configuration directives you include here will override # RT's default configuration file, RT_Config.pm # # To include a directive here, just copy the equivalent statement # from RT_Config.pm and change the value. We've included a single # sample value below. # # This file is actually a perl module, so you can include valid # perl code, as well. # # The converse is also true, if this file isn't valid perl, you're # going to run into trouble. To check your SiteConfig file, use # this comamnd: # # perl -c /path/to/your/etc/RT_SiteConfig.pm Set( $rtname, 'motec.com.au'); #Set(@Plugins,(qw(Extension::QuickDelete RT::FM))); 1; #Set($DatabaseType , 'mysql'); #Set($DatabaseHost , 'localhost'); #Set($DatabaseRTHost , 'localhost'); #Set($DatabasePort , ''); #Set($DatabaseUser , 'rt3'); Set($DatabasePassword , 'xxxxxxxxxx'); #Set($DatabaseName , 'rt3'); #Set($DatabaseRequireSSL , undef); Set($ParseNewMessageForTicketCcs , 1); Set($RTAddressRegexp , '^request\@(mydomain\.com)$'); Set($WebPath, "/rt3"); Set($rtname, "mydomain.com"); Set($Organization , "mydomain.com"); Set($Timezone, 'Australia/Melbourne'); Set($CorrespondAddress , 'email at mydomain.com'); Set($CommentAddress , 'emailagain at mydomain.com'); Set($WebDomain, 'rt.mydomain.com' ); # Enable Command By Mail Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction)); Set(@Plugins,(qw(RT::Extension::CommandByMail))); ##Set($CommandByMailGroup, group_id); # Enable JSGantt Chart Set(@Plugins,(qw(RT::Extension::JSGantt))); # customize JSGantt as you wish: Set($JSGanttDefaultFormat,'day'); # or day or month or year or quarter Set($JSGanttShowDuration,1); Set($JSGanttShowOwner,1); Set($JSGanttShowProgress,1); Set(@JSGanttColorScheme, 'ff0000', 'ffff00', 'ff00ff', '00ff00', '00ffff', '0000 ff'); # working hours per day, used to caculate day length Set($JSGanttWorkingHoursPerDay, 8); # default day length, used to figure out start/end if one exists but the other n ot Set($JSGanttDefaultDays, 7); # if we can't find both start and end dates, use this color Set($JSGanttNullDatesColor, '333'); # Enable RTx Calendar Set(@Plugins,(qw(RTx::Calendar))); # Add MyCalendar portlet to $HomepageComponents Set($HomepageComponents, [qw(QuickCreate Quicksearch MyCalendar MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]); # Enable private searches ICal feeds, give CreateSavedSearch and LoadSavedSearch rights to your user # Show the owner in each day box Set($CalendarDisplayOwner, 1); # Change which fields show up in the popup display when you mouse over a date @CalendarPopupFields = ('Status', 'OwnerObj->Name', 'DueObj->ISO'); # ICAL feed configuration # By default, tickets are todo and reminders event Set($ICalTicketType, "Data::ICal::Entry::Event"); Set($ICalReminderType ,"Data::ICal::Entry::Todo"); -- Tom Robinson System Administrator MoTeC 121 Merrindale Drive Croydon South 3136 Victoria Australia T: +61 3 9761 5050 F: +61 3 9761 5051 E: tom.robinson at motec.com.au -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 253 bytes Desc: OpenPGP digital signature URL: From rithy4u_os at hotmail.com Tue Nov 16 20:35:49 2010 From: rithy4u_os at hotmail.com (Rithy R) Date: Wed, 17 Nov 2010 01:35:49 +0000 Subject: [rt-users] RT 3.8.7 - Need urgent help to configure RT::FM In-Reply-To: <20101116150256.GD1700@jibsheet.com> References: , , <20101116150256.GD1700@jibsheet.com> Message-ID: Hi Kevin,Let me try to explain the case. I installed RT 3.8.7 and SLA Extension 0.03. I have configured my RT_SiteConfig.pm as below:+++++#other settings#SLA configSet(@Plugins, qw(RT::Extension::SLA));#other settings+++++then I installed RTFM 2.4.1 but since I cannot new article with some error, I upgraded it to RTFM 2.4.2.After researching for some best practice I found a good setting and I apply it to my RT_SiteConfig.pm as below:+++++#other settings#SLA configSet(@Plugins, qw(RT::Extension::SLA RT::FM));#other settings+++++After I applied the setting, restart apache I found RTFM menu in RT 3.8.7 web interface (I logged in as root). I can create article at this time. The problem is, when create new ticket, my SLA extension assigned correct sla level I set up but it never change due date/time like before. What are missing here? Can you advise your configuration that made these two extensions work together? I do appreciate your advice and wish all the best.Regards,Rithy> Date: Tue, 16 Nov 2010 10:02:56 -0500> From: falcone at bestpractical.com> To: rt-users at lists.bestpractical.com> Subject: Re: [rt-users] RT 3.8.7 - Need urgent help to configure RT::FM> > On Tue, Nov 16, 2010 at 01:57:52PM +0000, Rithy R wrote:> > Please ... any one can help me...> > As mentioned in the bug report you filed, it is hard to help without> knowing more about your actual config (preferably from Configuration> -> Tools -> System COnfiguration) and what you mean by 'the sla> extension stopped working'> > I've run RTFM and SLA together without issue> > -kevin> > > > > ----------------------------------------------------------------------------------------------> > > > From: rithy4u_os at hotmail.com> > To: rt-users at lists.bestpractical.com> > Date: Mon, 15 Nov 2010 09:16:08 +0000> > Subject: [rt-users] RT 3.8.7 - How to configure RT::FM along with RT::Extension::SLA?> > > > Dear RT Community,> > My RT was working with with below config:> > Set(@Plugins, qw(> > RT::Extension::SLA> > ));> > After setup RTFM 2.4.2 my config look like this:> > Set(@Plugins, qw(> > RT::Extension::SLA> > RT::FM> > ));> > Once I restart apache, I found RTFM link in my RT home page but when new ticket is created, my> > SLA extension stop working and it is no longer change the due date based on SLA setup.> > Please kindly help to advise.> > Regards,> > Rithy -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Nov 16 20:47:47 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 16 Nov 2010 20:47:47 -0500 Subject: [rt-users] Extension/Plugin Conflicts In-Reply-To: <4CE322DA.8010401@motec.com.au> References: <4CE322DA.8010401@motec.com.au> Message-ID: <20101117014747.GF1700@jibsheet.com> On Wed, Nov 17, 2010 at 11:33:30AM +1100, Tom Robinson wrote: > Hi, > > I've been using RT (3.8.8) for a few months now. Initially I just wanted > to use the default install but I'm now adding a few plugins. > > The problem I have is some sort of conflict with a particular plugin: > RTx::Calendar > Set(@Plugins,(qw(RT::Extension::CommandByMail))); > Set(@Plugins,(qw(RT::Extension::JSGantt))); > Set(@Plugins,(qw(RTx::Calendar))); This isn't the right way to add three plugins. You need to specify them all in one statement, otherwise the last one declared wins. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Nov 16 20:51:36 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 16 Nov 2010 20:51:36 -0500 Subject: [rt-users] RT 3.8.7 - Need urgent help to configure RT::FM In-Reply-To: References: <20101116150256.GD1700@jibsheet.com> Message-ID: <20101117015136.GG1700@jibsheet.com> On Wed, Nov 17, 2010 at 01:35:49AM +0000, Rithy R wrote: > After I applied the setting, restart apache I found RTFM menu in RT 3.8.7 web interface (I > logged in as root). I can create article at this time. The problem is, when create new ticket, > my SLA extension assigned correct sla level I set up but it never change due date/time like > before. What are missing here? Can you advise your configuration that made these two > extensions work together? I do appreciate your advice and wish all the best. If you disable RTFM does it suddenly work again? The SLA extension works using Scrips, which RTFM doesn't change. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From tom.robinson at motec.com.au Tue Nov 16 22:16:00 2010 From: tom.robinson at motec.com.au (Tom Robinson) Date: Wed, 17 Nov 2010 14:16:00 +1100 Subject: [rt-users] Extension/Plugin Conflicts In-Reply-To: <20101117014747.GF1700@jibsheet.com> References: <4CE322DA.8010401@motec.com.au> <20101117014747.GF1700@jibsheet.com> Message-ID: <4CE348F0.4000204@motec.com.au> On 17/11/10 12:47, Kevin Falcone wrote: > On Wed, Nov 17, 2010 at 11:33:30AM +1100, Tom Robinson wrote: >> Hi, >> >> I've been using RT (3.8.8) for a few months now. Initially I just wanted >> to use the default install but I'm now adding a few plugins. >> >> The problem I have is some sort of conflict with a particular plugin: >> RTx::Calendar >> Set(@Plugins,(qw(RT::Extension::CommandByMail))); >> Set(@Plugins,(qw(RT::Extension::JSGantt))); >> Set(@Plugins,(qw(RTx::Calendar))); > This isn't the right way to add three plugins. > You need to specify them all in one statement, otherwise the last one > declared wins. > > -kevin Thanks Kevin. I started to get a feeling about that already. What is the list syntax? Comma, space or other separator? -- Tom Robinson System Administrator MoTeC 121 Merrindale Drive Croydon South 3136 Victoria Australia T: +61 3 9761 5050 F: +61 3 9761 5051 E: tom.robinson at motec.com.au -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 253 bytes Desc: OpenPGP digital signature URL: From rithy4u_os at hotmail.com Wed Nov 17 00:07:29 2010 From: rithy4u_os at hotmail.com (Rithy R) Date: Wed, 17 Nov 2010 05:07:29 +0000 Subject: [rt-users] RT 3.8.7 - Need urgent help to configure RT::FM In-Reply-To: <20101117015136.GG1700@jibsheet.com> References: , , <20101116150256.GD1700@jibsheet.com>, , <20101117015136.GG1700@jibsheet.com> Message-ID: Hi Kevin, If I remove RT::FM from RT_SiteConfig.pm, the SLA extension work immediately, it can set due date based on my setting just like before. Please kindly help out... Regards,Rithy > Date: Tue, 16 Nov 2010 20:51:36 -0500 > From: falcone at bestpractical.com > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT 3.8.7 - Need urgent help to configure RT::FM > > On Wed, Nov 17, 2010 at 01:35:49AM +0000, Rithy R wrote: > > After I applied the setting, restart apache I found RTFM menu in RT 3.8.7 web interface (I > > logged in as root). I can create article at this time. The problem is, when create new ticket, > > my SLA extension assigned correct sla level I set up but it never change due date/time like > > before. What are missing here? Can you advise your configuration that made these two > > extensions work together? I do appreciate your advice and wish all the best. > > If you disable RTFM does it suddenly work again? The SLA extension > works using Scrips, which RTFM doesn't change. > > -kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From pokui at psg.com Wed Nov 17 02:09:48 2010 From: pokui at psg.com (Patrick Okui) Date: Wed, 17 Nov 2010 10:09:48 +0300 Subject: [rt-users] Extension/Plugin Conflicts In-Reply-To: <4CE348F0.4000204@motec.com.au> References: <4CE322DA.8010401@motec.com.au> <20101117014747.GF1700@jibsheet.com> <4CE348F0.4000204@motec.com.au> Message-ID: <97017FD9-B551-4F07-9DC2-B5B30CEFDF9F@psg.com> On 17 Nov, 2010, at 6:16 AM, Tom Robinson wrote: > On 17/11/10 12:47, Kevin Falcone wrote: >> On Wed, Nov 17, 2010 at 11:33:30AM +1100, Tom Robinson wrote: >>> Hi, >>> >>> I've been using RT (3.8.8) for a few months now. Initially I just >>> wanted >>> to use the default install but I'm now adding a few plugins. >>> >>> The problem I have is some sort of conflict with a particular >>> plugin: >>> RTx::Calendar >>> Set(@Plugins,(qw(RT::Extension::CommandByMail))); >>> Set(@Plugins,(qw(RT::Extension::JSGantt))); >>> Set(@Plugins,(qw(RTx::Calendar))); >> This isn't the right way to add three plugins. >> You need to specify them all in one statement, otherwise the last one >> declared wins. >> >> -kevin > Thanks Kevin. I started to get a feeling about that already. What is > the > list syntax? Comma, space or other separator? qw() uses spaces, See "Quote-Like Operators" in the perlop manual page for more details. -- patrick -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 195 bytes Desc: This is a digitally signed message part URL: From paul.g.webster at googlemail.com Wed Nov 17 06:17:32 2010 From: paul.g.webster at googlemail.com (Paul Webster) Date: Wed, 17 Nov 2010 11:17:32 +0000 Subject: [rt-users] Unusual error with RT38/apache22 Message-ID: The database works perfectly as does the interface (as far as I can tell, I cannot actually login because of this problem) Google seems to believe my webdomain is wrong, but well quite obviously it is correct [warning]: Use of uninitialized value in lc at /usr/local/lib/perl5/site_perl/5.12.2/HTML/Mason/ApacheHandler.pm line 914. (/usr/local/lib/perl5/site_perl/5.12.2/HTML/Mason/ApacheHandler.pm:914) Domain: http://rt.webdev.ws Set($rtname, 'rt.webdev.ws'); Set($Organization, 'rt.webdev.ws'); Set($CorrespondAddress , 'rt at webdev.ws'); Set($CommentAddress , 'rt-comment at webdev.ws'); # THE WEBSERVER: Set( $WebDomain, 'rt.webdev.ws' ); Set($WebPort, 80); I have no idea what is going on or what is causing this problem, this is the only error that is showing up I configured apache as such: > ServerName rt.webdev.ws ServerAdmin paul at webdev.ws DocumentRoot /usr/local/share/rt38/html AddDefaultCharset UTF-8 PerlRequire /usr/local/bin/webmux.pl Order allow,deny Allow from all SetHandler perl-script PerlResponseHandler RT::Mason RewriteEngine On RedirectMatch permanent (.*)/$ $1/index.html AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason -------------- next part -------------- An HTML attachment was scrubbed... URL: From wpereira at pop-sp.rnp.br Wed Nov 17 08:46:33 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Wed, 17 Nov 2010 11:46:33 -0200 Subject: [rt-users] How to install RT-3.8.8 on Debian lenny Message-ID: <4CE3DCB9.3070300@pop-sp.rnp.br> Hi, friends. Is there some guide for the RT-3.8.8 installation on Debian lenny? I already downloaded the .tar.gz, but now what? 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 fone at RNP: 10158902 From dominic.hargreaves at oucs.ox.ac.uk Wed Nov 17 08:52:00 2010 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Wed, 17 Nov 2010 13:52:00 +0000 Subject: [rt-users] How to install RT-3.8.8 on Debian lenny In-Reply-To: <4CE3DCB9.3070300@pop-sp.rnp.br> References: <4CE3DCB9.3070300@pop-sp.rnp.br> Message-ID: <20101117135200.GF3955@gunboat-diplomat.oucs.ox.ac.uk> On Wed, Nov 17, 2010 at 11:46:33AM -0200, Wagner Pereira wrote: > Hi, friends. > > Is there some guide for the RT-3.8.8 installation on Debian lenny? > > I already downloaded the .tar.gz, but now what? Hi Wagner, Rather than installing from source you might like to look at installing using the Debian packages. request-tracker3.8 isn't available in lenny proper, but it is in Debian backports: http://backports.debian.org/ http://packages.debian.org/source/lenny-backports/backports/request-tracker3.8 Installing the package should guide through through initial configuration, but make sure you look at /usr/share/doc/request-tracker3.8/README.Debian and the other documents in that directory too. Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: Digital signature URL: From pcbadger at gmail.com Wed Nov 17 09:07:22 2010 From: pcbadger at gmail.com (vmos) Date: Wed, 17 Nov 2010 06:07:22 -0800 (PST) Subject: [rt-users] Users randomly being logged in as other users Message-ID: <30238345.post@talk.nabble.com> Hello, we were running RT 2.4 and we decided to upgrade to 3.8. we built a new server and instead of running it in-house, we moved it into our data centre. The we started getting a problem were you would click on a link in RT or refresh the page and suddenly you would be logged in as somebody else. I asked about this and was told that it was down to some sort of NAT issue between here and our DC as we all appeared to be coming from the same IP address. After trying and failing to get to the bottom of the NAT issue, we decided to move the server back in-house. It's now in the same rack, plugged in to the same switch as the old server (that NEVER had this issue) That was two days ago and now we see the problem is still happening. What's going on? -- View this message in context: http://old.nabble.com/Users-randomly-being-logged-in-as-other-users-tp30238345p30238345.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From wpereira at pop-sp.rnp.br Wed Nov 17 09:08:14 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Wed, 17 Nov 2010 12:08:14 -0200 Subject: [rt-users] How to install RT-3.8.8 on Debian lenny [SOLVED] In-Reply-To: <20101117135200.GF3955@gunboat-diplomat.oucs.ox.ac.uk> References: <4CE3DCB9.3070300@pop-sp.rnp.br> <20101117135200.GF3955@gunboat-diplomat.oucs.ox.ac.uk> Message-ID: <4CE3E1CE.6070305@pop-sp.rnp.br> Hi Dominic and the others, I really thank your reply but, after Jesse said at > http://blog.bestpractical.com/2010/09/rt-4-an-update.html, I decided to wait for the RT 4, the Jesse's Xmas gift! 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 fone at RNP: 10158902 Em 17/11/2010 11:52, Dominic Hargreaves escreveu: > On Wed, Nov 17, 2010 at 11:46:33AM -0200, Wagner Pereira wrote: >> Hi, friends. >> >> Is there some guide for the RT-3.8.8 installation on Debian lenny? >> >> I already downloaded the .tar.gz, but now what? > Hi Wagner, > > Rather than installing from source you might like to look at installing > using the Debian packages. request-tracker3.8 isn't available in lenny > proper, but it is in Debian backports: > > http://backports.debian.org/ > http://packages.debian.org/source/lenny-backports/backports/request-tracker3.8 > > Installing the package should guide through through initial configuration, > but make sure you look at /usr/share/doc/request-tracker3.8/README.Debian > and the other documents in that directory too. > > Cheers, > Dominic. > From racke at linuxia.de Wed Nov 17 09:12:56 2010 From: racke at linuxia.de (Stefan Hornburg (Racke)) Date: Wed, 17 Nov 2010 15:12:56 +0100 Subject: [rt-users] How to install RT-3.8.8 on Debian lenny [SOLVED] In-Reply-To: <4CE3E1CE.6070305@pop-sp.rnp.br> References: <4CE3DCB9.3070300@pop-sp.rnp.br> <20101117135200.GF3955@gunboat-diplomat.oucs.ox.ac.uk> <4CE3E1CE.6070305@pop-sp.rnp.br> Message-ID: <4CE3E2E8.8060104@linuxia.de> On 11/17/2010 03:08 PM, Wagner Pereira wrote: > Hi Dominic and the others, > > I really thank your reply but, after Jesse said at > > http://blog.bestpractical.com/2010/09/rt-4-an-update.html, > I decided to wait for the RT 4, the Jesse's Xmas gift! > Why wait? Start building RT4 Debian packages! Just my 2 cents :-). Regards Racke -- LinuXia Systems => http://www.linuxia.de/ Expert Interchange Consulting and System Administration ICDEVGROUP => http://www.icdevgroup.org/ Interchange Development Team From dominic.hargreaves at oucs.ox.ac.uk Wed Nov 17 09:14:43 2010 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Wed, 17 Nov 2010 14:14:43 +0000 Subject: [rt-users] How to install RT-3.8.8 on Debian lenny [SOLVED] In-Reply-To: <4CE3E2E8.8060104@linuxia.de> References: <4CE3DCB9.3070300@pop-sp.rnp.br> <20101117135200.GF3955@gunboat-diplomat.oucs.ox.ac.uk> <4CE3E1CE.6070305@pop-sp.rnp.br> <4CE3E2E8.8060104@linuxia.de> Message-ID: <20101117141443.GG3955@gunboat-diplomat.oucs.ox.ac.uk> On Wed, Nov 17, 2010 at 03:12:56PM +0100, Stefan Hornburg (Racke) wrote: > On 11/17/2010 03:08 PM, Wagner Pereira wrote: >> Hi Dominic and the others, >> >> I really thank your reply but, after Jesse said at > >> http://blog.bestpractical.com/2010/09/rt-4-an-update.html, >> I decided to wait for the RT 4, the Jesse's Xmas gift! >> > > Why wait? Start building RT4 Debian packages! It's on my list... -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 197 bytes Desc: Digital signature URL: From falcone at bestpractical.com Wed Nov 17 09:42:57 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 17 Nov 2010 09:42:57 -0500 Subject: [rt-users] RT 3.8.7 - Need urgent help to configure RT::FM In-Reply-To: References: <20101116150256.GD1700@jibsheet.com> <20101117015136.GG1700@jibsheet.com> Message-ID: <20101117144257.GH1700@jibsheet.com> On Wed, Nov 17, 2010 at 05:07:29AM +0000, Rithy R wrote: > If I remove RT::FM from RT_SiteConfig.pm, the SLA extension work immediately, it can set due > date based on my setting just like before. Please kindly help out... Does it happen on 3.8.8? -kevin > > Date: Tue, 16 Nov 2010 20:51:36 -0500 > > From: falcone at bestpractical.com > > To: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] RT 3.8.7 - Need urgent help to configure RT::FM > > > > On Wed, Nov 17, 2010 at 01:35:49AM +0000, Rithy R wrote: > > > After I applied the setting, restart apache I found RTFM menu in RT 3.8.7 web interface (I > > > logged in as root). I can create article at this time. The problem is, when create new > ticket, > > > my SLA extension assigned correct sla level I set up but it never change due date/time > like > > > before. What are missing here? Can you advise your configuration that made these two > > > extensions work together? I do appreciate your advice and wish all the best. > > > > If you disable RTFM does it suddenly work again? The SLA extension > > works using Scrips, which RTFM doesn't change. > > > > -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Nov 17 10:03:39 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 17 Nov 2010 10:03:39 -0500 Subject: [rt-users] Users randomly being logged in as other users In-Reply-To: <30238345.post@talk.nabble.com> References: <30238345.post@talk.nabble.com> Message-ID: <20101117150339.GI1700@jibsheet.com> On Wed, Nov 17, 2010 at 06:07:22AM -0800, vmos wrote: > > Hello, we were running RT 2.4 and we decided to upgrade to 3.8. we built a > new server and instead of running it in-house, we moved it into our data > centre. There was no RT release labeled 2.4, and you should be more specific about which release of 3.8. 3.8 covers releases of RT over more than 2.5 years. You haven't really provided helpful details (such as authorization and webserver configurations) so any speculating is guesswork. Usually this involves a proxy server or incorrect caching. You really need to sort out if there are cookies being passed from user to user or something else going on. -kevin > The we started getting a problem were you would click on a link in RT or > refresh the page and suddenly you would be logged in as somebody else. > I asked about this and was told that it was down to some sort of NAT issue > between here and our DC as we all appeared to be coming from the same IP > address. > After trying and failing to get to the bottom of the NAT issue, we decided > to move the server back in-house. It's now in the same rack, plugged in to > the same switch as the old server (that NEVER had this issue) > That was two days ago and now we see the problem is still happening. > > What's going on? > -- > View this message in context: http://old.nabble.com/Users-randomly-being-logged-in-as-other-users-tp30238345p30238345.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From shannon_adams68 at yahoo.com Wed Nov 17 16:46:33 2010 From: shannon_adams68 at yahoo.com (Shannon Adams) Date: Wed, 17 Nov 2010 13:46:33 -0800 (PST) Subject: [rt-users] No permission to create tickets email bounce Message-ID: <928397.91046.qm@web110806.mail.gq1.yahoo.com> Running RT 3.8.8 I have one user within our company who cannot create RT tickets. She was able to for years until recently. I can't tell what changed. All other users can create tickets fine and they appear to be setup just like this one user. When she sends an email in to the address setup to auto create a ticket, she gets an email bounce like this: From: "RT CorrespondAddressNotSet" To: cbreidenbach at companyname.com Sent: Wednesday, November 17, 2010 4:14:34 PM Subject: Ticket creation failed: Fwd: Need help No permission to create tickets in the queue 'IT.Help' Any suggestion on how to fix this? Thanks. From salsicha at gmail.com Wed Nov 17 19:33:52 2010 From: salsicha at gmail.com (Alex Moran) Date: Wed, 17 Nov 2010 16:33:52 -0800 Subject: [rt-users] Can't locate Log/Dispatch.pm in @INC Message-ID: I just installed rt-3.8.8 on Mac OS X Server 10.6.5. Installation went smooth enough, but when I edited the VirtualHost entry in /etc/apache2/sites/0000_any_80_.conf and added the line "PerlRequire /opt/rt3/bin/webmux.pl" Apache would crash at startup. Here is the error from the WebServer error log: Can't locate Log/Dispatch.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /Library/Perl/Updates/5.10.0 /System/Library/Perl/5.10.0/darwin-thread-multi-2level /System/Library/Perl/5.10.0 /Library/Perl/5.10.0/darwin-thread-multi-2level /Library/Perl/5.10.0 /Network/Library/Perl/5.10.0/darwin-thread-multi-2level /Network/Library/Perl/5.10.0 /Network/Library/Perl /System/Library/Perl/Extras/5.10.0/darwin-thread-multi-2level /System/Library/Perl/Extras/5.10.0 . /usr) at /opt/rt3/bin/../lib/RT.pm line 222. BEGIN failed--compilation aborted at /opt/rt3/bin/../lib/RT.pm line 222. Compilation failed in require at /opt/rt3/bin/webmux.pl line 136. Compilation failed in require at (eval 2) line 1. Can't load Perl file: /opt/rt3/bin/webmux.pl for server testserver.com:0, exiting... I looked at line 222 of /opt/rt3/lib/RT.pm and here is what it says: use Log::Dispatch 1.6; But CPAN says my Log::Dispatch version is 2.27. Can anyone tell me what I need to do? I tried to downgrade Log::Dispatch but I couldn't see any way of doing that with CPAN. When I comment out the PerlRequire line ReportTracker says I haven't configured mod_perl or fastcgi properly. Thanks, Alex -------------- next part -------------- An HTML attachment was scrubbed... URL: From salsicha at gmail.com Wed Nov 17 19:40:26 2010 From: salsicha at gmail.com (Alex Moran) Date: Wed, 17 Nov 2010 16:40:26 -0800 Subject: [rt-users] Can't locate Log/Dispatch.pm in @INC Message-ID: I just installed rt-3.8.8 on Mac OS X Server 10.6.5. Installation went smooth enough, but when I edited the VirtualHost entry in /etc/apache2/sites/0000_any_80_.conf and added the line "PerlRequire /opt/rt3/bin/webmux.pl" Apache would crash at startup. Here is the error from the WebServer error log: Can't locate Log/Dispatch.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /Library/Perl/Updates/5.10.0 /System/Library/Perl/5.10.0/darwin-thread-multi-2level /System/Library/Perl/5.10.0 /Library/Perl/5.10.0/darwin-thread-multi-2level /Library/Perl/5.10.0 /Network/Library/Perl/5.10.0/darwin-thread-multi-2level /Network/Library/Perl/5.10.0 /Network/Library/Perl /System/Library/Perl/Extras/5.10.0/darwin-thread-multi-2level /System/Library/Perl/Extras/5.10.0 . /usr) at /opt/rt3/bin/../lib/RT.pm line 222. BEGIN failed--compilation aborted at /opt/rt3/bin/../lib/RT.pm line 222. Compilation failed in require at /opt/rt3/bin/webmux.pl line 136. Compilation failed in require at (eval 2) line 1. Can't load Perl file: /opt/rt3/bin/webmux.pl for server testserver.com:0, exiting... I looked at line 222 of /opt/rt3/lib/RT.pm and here is what it says: use Log::Dispatch 1.6; But CPAN says my Log::Dispatch version is 2.27. Can anyone tell me what I need to do? I tried to downgrade Log::Dispatch but I couldn't see any way of doing that with CPAN. When I comment out the PerlRequire line ReportTracker says I haven't configured mod_perl or fastcgi properly. Thanks, Alex -------------- next part -------------- An HTML attachment was scrubbed... URL: From osnat.shapira at panayainc.com Thu Nov 18 03:42:43 2010 From: osnat.shapira at panayainc.com (Osnat Shapira) Date: Thu, 18 Nov 2010 00:42:43 -0800 Subject: [rt-users] CommandByMail Custom Fields not updated Message-ID: <18409F40D73DD441B4C22F01E16501C4100774DC@IE2RD2XVS151.red002.local> Hi, I'm using the CommandByMail extension. My Content looks as follows: Priority: 1 CustomField.{Number-Test}: 1 Comment Test The Priority is updated (and any other non-custom field I'm adding). The CustomField is not updated with the value. I'm not getting any error back. I'm working with version 0.08 of the extension. I gave the custom field all the possible permissions (to "Everyone"). Is there something missing in what I'm doing? I tried different formats but nothing is working. Thanks, Osnat. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Nov 18 04:14:13 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 18 Nov 2010 12:14:13 +0300 Subject: [rt-users] Can't locate Log/Dispatch.pm in @INC In-Reply-To: References: Message-ID: Hi, You either have permissions problems or two perls and server using one and you testing another. Are you sure Log/Dispatch.pm is in one of those dirs? On Thu, Nov 18, 2010 at 3:33 AM, Alex Moran wrote: > I just installed rt-3.8.8 on Mac OS X Server 10.6.5. Installation went > smooth enough, but when I edited the VirtualHost entry > in?/etc/apache2/sites/0000_any_80_.conf and added the line "PerlRequire > /opt/rt3/bin/webmux.pl" Apache would crash at startup. > > Here is the error from the WebServer error log: > > Can't locate Log/Dispatch.pm in @INC (@INC contains: > /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /Library/Perl/Updates/5.10.0 > /System/Library/Perl/5.10.0/darwin-thread-multi-2level > /System/Library/Perl/5.10.0 /Library/Perl/5.10.0/darwin-thread-multi-2level > /Library/Perl/5.10.0 /Network/Library/Perl/5.10.0/darwin-thread-multi-2level > /Network/Library/Perl/5.10.0 /Network/Library/Perl > /System/Library/Perl/Extras/5.10.0/darwin-thread-multi-2level > /System/Library/Perl/Extras/5.10.0 . /usr) > > at??/opt/rt3/bin/../lib/RT.pm line 222. > > BEGIN failed--compilation aborted at /opt/rt3/bin/../lib/RT.pm line 222. > > Compilation failed in require at /opt/rt3/bin/webmux.pl line 136. > > Compilation failed in require at (eval 2) line 1. > > Can't load Perl file: /opt/rt3/bin/webmux.pl for server testserver.com:0, > exiting... > > I looked at line 222 of /opt/rt3/lib/RT.pm and here is what it says: > > use Log::Dispatch 1.6; > > But CPAN says my Log::Dispatch version is 2.27. > > Can anyone tell me what I need to do? I tried to downgrade Log::Dispatch but > I couldn't see any way of doing that with CPAN. When I comment out the > PerlRequire line ReportTracker says I haven't configured mod_perl or fastcgi > properly. > > Thanks, > > Alex -- Best regards, Ruslan. From pcbadger at gmail.com Thu Nov 18 04:31:39 2010 From: pcbadger at gmail.com (vmos) Date: Thu, 18 Nov 2010 01:31:39 -0800 (PST) Subject: [rt-users] Users randomly being logged in as other users In-Reply-To: <20101117150339.GI1700@jibsheet.com> References: <30238345.post@talk.nabble.com> <20101117150339.GI1700@jibsheet.com> Message-ID: <30239826.post@talk.nabble.com> You're right, we went from 3.3 to 3.8.7. I think 2.4 was the nagios version I recently upgraded. There's no proxy. I wouldn't have thought that cookies were being passed about, the network is identical, it hasn't changed. All we've changed is the server and version. All this server does is RT Kevin Falcone-2 wrote: > > On Wed, Nov 17, 2010 at 06:07:22AM -0800, vmos wrote: >> >> Hello, we were running RT 2.4 and we decided to upgrade to 3.8. we built >> a >> new server and instead of running it in-house, we moved it into our data >> centre. > > There was no RT release labeled 2.4, and you should be more specific > about which release of 3.8. 3.8 covers releases of RT over more than > 2.5 years. > > You haven't really provided helpful details (such as authorization and > webserver configurations) so any speculating is guesswork. > > Usually this involves a proxy server or incorrect caching. > You really need to sort out if there are cookies being passed from > user to user or something else going on. > > -kevin > >> The we started getting a problem were you would click on a link in RT or >> refresh the page and suddenly you would be logged in as somebody else. >> I asked about this and was told that it was down to some sort of NAT >> issue >> between here and our DC as we all appeared to be coming from the same IP >> address. >> After trying and failing to get to the bottom of the NAT issue, we >> decided >> to move the server back in-house. It's now in the same rack, plugged in >> to >> the same switch as the old server (that NEVER had this issue) >> That was two days ago and now we see the problem is still happening. >> >> What's going on? >> -- >> View this message in context: >> http://old.nabble.com/Users-randomly-being-logged-in-as-other-users-tp30238345p30238345.html >> Sent from the Request Tracker - User mailing list archive at Nabble.com. >> > > > -- View this message in context: http://old.nabble.com/Users-randomly-being-logged-in-as-other-users-tp30238345p30239826.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From robert.grasso+nv at cedrat.com Thu Nov 18 04:52:44 2010 From: robert.grasso+nv at cedrat.com (Robert Grasso) Date: Thu, 18 Nov 2010 10:52:44 +0100 Subject: [rt-users] How to generate reports on RT? In-Reply-To: <4CE29352.6010306@pop-sp.rnp.br> References: <4CE29352.6010306@pop-sp.rnp.br> Message-ID: Hello, I don't know what version you are running. I am running v3.8.7. Once a search has been performed, at the bottom-right corner of the results page, on v3.8.7 you have scroll lists and a "Generate reports" button. Regards --- Robert GRASSO ? System engineer CEDRAT S.A. 15 Chemin de Malacher - Inovall?e - 38246 MEYLAN cedex - FRANCE Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30 mailto:robert.grasso at cedrat.com - http://www.cedrat.com > -----Message d'origine----- > De : rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] De la part > de Wagner Pereira > Envoy? : 16 novembre 2010 15:21 > ? : RT-Users at lists.bestpractical.com > Objet : [rt-users] How to generate reports on RT? > > Hi, friends. > > I have a Request Tracker working well since many months ago. > > And now it is time to starting generate some reports from our > more than > 300 tickets. > > What should be my first step? > > 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 > fone at RNP: 10158902 > From paul.g.webster at googlemail.com Thu Nov 18 05:14:46 2010 From: paul.g.webster at googlemail.com (Paul Webster) Date: Thu, 18 Nov 2010 10:14:46 +0000 Subject: [rt-users] Unable to login to default install Message-ID: Hey all root/password is not working on a brand new install, the backend is postgres and it seems to be able to use the db correctly (no warnings or errors) how can I login? -------------- next part -------------- An HTML attachment was scrubbed... URL: From wpereira at pop-sp.rnp.br Thu Nov 18 05:58:53 2010 From: wpereira at pop-sp.rnp.br (Wagner Pereira) Date: Thu, 18 Nov 2010 08:58:53 -0200 Subject: [rt-users] How to generate reports on RT? [SOLVED] In-Reply-To: References: <4CE29352.6010306@pop-sp.rnp.br> Message-ID: <4CE506ED.2040604@pop-sp.rnp.br> Hi, Robert. I really appreciate your answer. I'm using the version 3.6.7 and the scroll list is available! Now I'm able to start creating some reports. 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 fone at RNP: 10158902 Em 18/11/2010 07:52, Robert Grasso escreveu: > Hello, > > I don't know what version you are running. I am running v3.8.7. Once a search has been performed, at the bottom-right corner of the > results page, on v3.8.7 you have scroll lists and a "Generate reports" button. > > Regards > > --- > Robert GRASSO ? System engineer > > CEDRAT S.A. > 15 Chemin de Malacher - Inovall?e - 38246 MEYLAN cedex - FRANCE > Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30 > mailto:robert.grasso at cedrat.com - http://www.cedrat.com > >> -----Message d'origine----- >> De : rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] De la part >> de Wagner Pereira >> Envoy? : 16 novembre 2010 15:21 >> ? : RT-Users at lists.bestpractical.com >> Objet : [rt-users] How to generate reports on RT? >> >> Hi, friends. >> >> I have a Request Tracker working well since many months ago. >> >> And now it is time to starting generate some reports from our >> more than >> 300 tickets. >> >> What should be my first step? >> >> 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 >> fone at RNP: 10158902 >> From sebsua at gmail.com Thu Nov 18 08:02:24 2010 From: sebsua at gmail.com (sebsua at gmail.com) Date: Thu, 18 Nov 2010 10:02:24 -0300 Subject: [rt-users] Upgrade Error Message-ID: Hi, we are upgrading from 3.9.4 to 3.9.6. The 'make upgrade' went ok but after the '/opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade' we get this output: [root at rt rt-3.9.6]# /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade Can't coerce array into hash at /opt/rt3/sbin/../lib/RT/Lifecycle.pm line 599. Compilation failed in require at /opt/rt3/sbin/../lib/RT.pm line 415. Any clue? Thanks.- From ruz at bestpractical.com Thu Nov 18 08:18:14 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 18 Nov 2010 16:18:14 +0300 Subject: [rt-users] Upgrade Error In-Reply-To: References: Message-ID: Hi, I'll look into this later today. Suspect that you have custom lifecycles defined in site config, please share it. Regards, Ruslan. From phone. 2010 11 18 16:02 ???????????? "sebsua at gmail.com" ???????: > Hi, we are upgrading from 3.9.4 to 3.9.6. > > The 'make upgrade' went ok but after the > '/opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password > --action upgrade' we get this output: > > [root at rt rt-3.9.6]# /opt/rt3/sbin/rt-setup-database --dba root > --prompt-for-dba-password --action upgrade > Can't coerce array into hash at /opt/rt3/sbin/../lib/RT/Lifecycle.pm line 599. > Compilation failed in require at /opt/rt3/sbin/../lib/RT.pm line 415. > > > Any clue? > > Thanks.- -------------- next part -------------- An HTML attachment was scrubbed... URL: From jnarins at seniorbridge.com Thu Nov 18 09:31:44 2010 From: jnarins at seniorbridge.com (Josh Narins) Date: Thu, 18 Nov 2010 09:31:44 -0500 Subject: [rt-users] No permission to create tickets email bounce In-Reply-To: <928397.91046.qm@web110806.mail.gq1.yahoo.com> References: <928397.91046.qm@web110806.mail.gq1.yahoo.com> Message-ID: > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > Sent: Wednesday, November 17, 2010 4:47 PM > Subject: [rt-users] No permission to create tickets email bounce > > Running RT 3.8.8 > > > I have one user within our company who cannot create RT tickets. She > was able > to for years until recently. I can't tell what changed. All other > users can > create tickets fine and they appear to be setup just like this one > user. When > she sends an email in to the address setup to auto create a ticket, she > gets an > email bounce like this: > > From: "RT CorrespondAddressNotSet" > > To: cbreidenbach at companyname.com > Sent: Wednesday, November 17, 2010 4:14:34 PM > Subject: Ticket creation failed: Fwd: Need help > > No permission to create tickets in the queue 'IT.Help' > > Any suggestion on how to fix this? > I am seeing the same issue. A user who used to be able to create tickets no longer can. This is not a privileged user, and "Everyone" has the right to Create Tickets. Coincidentially, the queue is called 'ITHelp'. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnarins at seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From falcone at bestpractical.com Thu Nov 18 10:51:10 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 18 Nov 2010 10:51:10 -0500 Subject: [rt-users] CommandByMail Custom Fields not updated In-Reply-To: <18409F40D73DD441B4C22F01E16501C4100774DC@IE2RD2XVS151.red002.local> References: <18409F40D73DD441B4C22F01E16501C4100774DC@IE2RD2XVS151.red002.local> Message-ID: <20101118155110.GJ1700@jibsheet.com> On Thu, Nov 18, 2010 at 12:42:43AM -0800, Osnat Shapira wrote: > Hi, > I'm using the CommandByMail extension. > My Content looks as follows: > > Priority: 1 > CustomField.{Number-Test}: 1 > > Comment Test > > > The Priority is updated (and any other non-custom field I'm adding). > The CustomField is not updated with the value. > I'm not getting any error back. > > I'm working with version 0.08 of the extension. There is no 0.08, there is a 0.08_01 > I gave the custom field all the possible permissions (to "Everyone"). > > Is there something missing in what I'm doing? > I tried different formats but nothing is working. What do your logs say when you put them in debug mode -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jnarins at seniorbridge.com Thu Nov 18 10:58:26 2010 From: jnarins at seniorbridge.com (Josh Narins) Date: Thu, 18 Nov 2010 10:58:26 -0500 Subject: [rt-users] The new "ticket lifecycle" state engine... What is it? Message-ID: I don't think I'll have any problem convincing people to upgrade to RT4.0 when it comes out, since management already seeks to have Date custom fields, but I was wondering what the ticket lifecycle state engine, mentioned here[1], is. [1] - http://blog.bestpractical.com/2010/09/rt-394-first-development-release-leading-to-rt-400.html Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] ________________________________ SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From cloos at netcologne.de Thu Nov 18 11:10:32 2010 From: cloos at netcologne.de (Christian Loos) Date: Thu, 18 Nov 2010 17:10:32 +0100 Subject: [rt-users] No permission to create tickets email bounce In-Reply-To: <928397.91046.qm@web110806.mail.gq1.yahoo.com> References: <928397.91046.qm@web110806.mail.gq1.yahoo.com> Message-ID: <4CE54FF8.8000502@netcologne.de> You should check if the user is disabled! Am 17.11.2010 22:46, schrieb Shannon Adams: > Running RT 3.8.8 > > > I have one user within our company who cannot create RT tickets. She was able > to for years until recently. I can't tell what changed. All other users can > create tickets fine and they appear to be setup just like this one user. When > she sends an email in to the address setup to auto create a ticket, she gets an > email bounce like this: > > From: "RT CorrespondAddressNotSet" > > To: cbreidenbach at companyname.com > Sent: Wednesday, November 17, 2010 4:14:34 PM > Subject: Ticket creation failed: Fwd: Need help > > No permission to create tickets in the queue 'IT.Help' > > Any suggestion on how to fix this? > > Thanks. > > > > From mark at good-stuff.co.uk Thu Nov 18 11:38:25 2010 From: mark at good-stuff.co.uk (Mark Goodge) Date: Thu, 18 Nov 2010 16:38:25 +0000 Subject: [rt-users] Outgoing attachments not sent Message-ID: <4CE55681.4050604@good-stuff.co.uk> Apologies if this is a FAQ, but I've searched the online documentation and can't find any reference to it! For some reason, we can't seem to send out attachments using our installation of RT. Clicking "reply" and then adding an attachment seems to work, and the attachment is stored with the ticket after the reply has been sent, but the recipient doesn't get it and there's no evidence that it has actually been emailed to them. Is there some config setting that I need to change in order to enable the sending of attachments with outgoing emails? Thanks mark -- http://mark.goodge.co.uk From javoskam at uwaterloo.ca Thu Nov 18 11:45:37 2010 From: javoskam at uwaterloo.ca (Jeff Voskamp) Date: Thu, 18 Nov 2010 11:45:37 -0500 Subject: [rt-users] Users randomly being logged in as other users In-Reply-To: <30239826.post@talk.nabble.com> References: <30238345.post@talk.nabble.com> <20101117150339.GI1700@jibsheet.com> <30239826.post@talk.nabble.com> Message-ID: <4CE55831.5070903@uwaterloo.ca> On 11/18/2010 04:31 AM, vmos wrote: > > You're right, we went from 3.3 to 3.8.7. I think 2.4 was the nagios version I > recently upgraded. > There's no proxy. I wouldn't have thought that cookies were being passed > about, the network is identical, it hasn't changed. > All we've changed is the server and version. All this server does is RT > > > Kevin Falcone-2 wrote: >> >> On Wed, Nov 17, 2010 at 06:07:22AM -0800, vmos wrote: >>> >>> Hello, we were running RT 2.4 and we decided to upgrade to 3.8. we built >>> a >>> new server and instead of running it in-house, we moved it into our data >>> centre. >> >> There was no RT release labeled 2.4, and you should be more specific >> about which release of 3.8. 3.8 covers releases of RT over more than >> 2.5 years. >> >> You haven't really provided helpful details (such as authorization and >> webserver configurations) so any speculating is guesswork. >> >> Usually this involves a proxy server or incorrect caching. >> You really need to sort out if there are cookies being passed from >> user to user or something else going on. >> >> -kevin >> >>> The we started getting a problem were you would click on a link in RT or >>> refresh the page and suddenly you would be logged in as somebody else. >>> I asked about this and was told that it was down to some sort of NAT >>> issue >>> between here and our DC as we all appeared to be coming from the same IP >>> address. >>> After trying and failing to get to the bottom of the NAT issue, we >>> decided >>> to move the server back in-house. It's now in the same rack, plugged in >>> to >>> the same switch as the old server (that NEVER had this issue) >>> That was two days ago and now we see the problem is still happening. >>> >>> What's going on? >>> -- >>> View this message in context: >>> http://old.nabble.com/Users-randomly-being-logged-in-as-other-users-tp30238345p30238345.html >>> Sent from the Request Tracker - User mailing list archive at Nabble.com. >>> >> >> >> > I thought I recalled issues with mod_cache in apache and mixed sessions. I don't recall if you mentioned any apache changes at the same time. Jeff From osnat.shapira at panayainc.com Thu Nov 18 11:49:10 2010 From: osnat.shapira at panayainc.com (Osnat Shapira) Date: Thu, 18 Nov 2010 08:49:10 -0800 Subject: [rt-users] CommandByMail Custom Fields not updated In-Reply-To: <20101118155110.GJ1700@jibsheet.com> References: <18409F40D73DD441B4C22F01E16501C4100774DC@IE2RD2XVS151.red002.local> <20101118155110.GJ1700@jibsheet.com> Message-ID: <18409F40D73DD441B4C22F01E16501C410077658@IE2RD2XVS151.red002.local> Hi Kevin, These are the logs I'm getting. It includes an example where I used a different syntax and it displays the errors (And I also get an email back with the problem). But with the syntax I wrote before I get no error: [Thu Nov 18 08:06:35 2010] [info]: #48/335 - Scrip 3 On Create Autoreply To Requestors (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:301) [Thu Nov 18 08:06:35 2010] [info]: sent To: osnat.shapira at panayainc.com (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:332) [Thu Nov 18 08:06:35 2010] [info]: #48/335 - Scrip 4 On Create Notify AdminCcs (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:301) [Thu Nov 18 08:06:35 2010] [info]: No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.10.0/RT/Interface/Email.pm:338) [Thu Nov 18 08:06:35 2010] [info]: Ticket 48 created in queue 'Operations' by osnat.shapira (/usr/lib/perl5/vendor_perl/5.10.0/RT/Ticket_Overlay.pm:659) [Thu Nov 18 08:07:29 2010] [warning]: Use of uninitialized value $1 in concatenation (.) or string at /usr/local/lib/rt3/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm line 20 6. (/usr/local/lib/rt3/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206) [Thu Nov 18 08:07:29 2010] [warning]: Use of uninitialized value $2 in concatenation (.) or string at /usr/local/lib/rt3/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm line 20 6. (/usr/local/lib/rt3/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206) [Thu Nov 18 08:07:30 2010] [info]: #49/341 - Scrip 3 On Create Autoreply To Requestors (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:301) [Thu Nov 18 08:07:30 2010] [info]: sent To: osnat.shapira at panayainc.com (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:332) [Thu Nov 18 08:07:30 2010] [info]: #49/341 - Scrip 4 On Create Notify AdminCcs (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:301) [Thu Nov 18 08:07:30 2010] [info]: No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.10.0/RT/Interface/Email.pm:338) [Thu Nov 18 08:07:30 2010] [info]: Ticket 49 created in queue 'Operations' by osnat.shapira (/usr/lib/perl5/vendor_perl/5.10.0/RT/Ticket_Overlay.pm:659) [Thu Nov 18 08:08:45 2010] [info]: #50/347 - Scrip 3 On Create Autoreply To Requestors (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:301) [Thu Nov 18 08:08:46 2010] [info]: sent To: osnat.shapira at panayainc.com (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:332) [Thu Nov 18 08:08:46 2010] [info]: #50/347 - Scrip 4 On Create Notify AdminCcs (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:301) [Thu Nov 18 08:08:46 2010] [info]: No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.10.0/RT/Interface/Email.pm:338) [Thu Nov 18 08:08:46 2010] [info]: Ticket 50 created in queue 'Operations' by osnat.shapira (/usr/lib/perl5/vendor_perl/5.10.0/RT/Ticket_Overlay.pm:659) [Thu Nov 18 08:12:31 2010] [info]: #51/353 - Scrip 3 On Create Autoreply To Requestors (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:301) [Thu Nov 18 08:12:31 2010] [info]: sent To: osnat.shapira at panayainc.com (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:332) [Thu Nov 18 08:12:31 2010] [info]: #51/353 - Scrip 4 On Create Notify AdminCcs (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:301) [Thu Nov 18 08:12:31 2010] [info]: No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.10.0/RT/Interface/Email.pm:338) [Thu Nov 18 08:12:31 2010] [info]: Ticket 51 created in queue 'Operations' by osnat.shapira (/usr/lib/perl5/vendor_perl/5.10.0/RT/Ticket_Overlay.pm:659) [Thu Nov 18 08:14:49 2010] [info]: #52/359 - Scrip 3 On Create Autoreply To Requestors (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:301) [Thu Nov 18 08:14:49 2010] [info]: sent To: osnat.shapira at panayainc.com (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:332) [Thu Nov 18 08:14:49 2010] [info]: #52/359 - Scrip 4 On Create Notify AdminCcs (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:301) [Thu Nov 18 08:14:49 2010] [info]: No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.10.0/RT/Interface/Email.pm:338) [Thu Nov 18 08:14:49 2010] [info]: Ticket 52 created in queue 'Operations' by osnat.shapira (/usr/lib/perl5/vendor_perl/5.10.0/RT/Ticket_Overlay.pm:659) [Thu Nov 18 08:21:59 2010] [info]: #53/365 - Scrip 3 On Create Autoreply To Requestors (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:301) [Thu Nov 18 08:21:59 2010] [info]: sent To: osnat.shapira at panayainc.com (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:332) [Thu Nov 18 08:21:59 2010] [info]: #53/365 - Scrip 4 On Create Notify AdminCcs (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:301) [Thu Nov 18 08:21:59 2010] [info]: No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.10.0/RT/Interface/Email.pm:338) [Thu Nov 18 08:21:59 2010] [info]: Ticket 53 created in queue 'Operations' by osnat.shapira (/usr/lib/perl5/vendor_perl/5.10.0/RT/Ticket_Overlay.pm:659) [Thu Nov 18 08:22:55 2010] [info]: #54/371 - Scrip 3 On Create Autoreply To Requestors (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:301) [Thu Nov 18 08:22:55 2010] [info]: sent To: osnat.shapira at panayainc.com (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:332) [Thu Nov 18 08:22:55 2010] [info]: #54/371 - Scrip 4 On Create Notify AdminCcs (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:301) [Thu Nov 18 08:22:55 2010] [info]: No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.10.0/RT/Interface/Email.pm:338) [Thu Nov 18 08:22:55 2010] [info]: Ticket 54 created in queue 'Operations' by osnat.shapira (/usr/lib/perl5/vendor_perl/5.10.0/RT/Ticket_Overlay.pm:659) [Thu Nov 18 08:23:29 2010] [error]: Couldn't get principal for not loaded object (/usr/lib/perl5/vendor_perl/5.10.0/RT/User_Overlay.pm:1154) [Thu Nov 18 08:23:29 2010] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/usr/lib/perl5/vendor_perl/5.10.0/RT/Group_Overlay.pm:1031) [Thu Nov 18 08:23:48 2010] [info]: #55/377 - Scrip 3 On Create Autoreply To Requestors (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:301) [Thu Nov 18 08:23:48 2010] [info]: sent To: osnat.shapira at panayainc.com (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:332) [Thu Nov 18 08:23:48 2010] [info]: #55/377 - Scrip 4 On Create Notify AdminCcs (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:301) [Thu Nov 18 08:23:48 2010] [info]: No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.10.0/RT/Interface/Email.pm:338) [Thu Nov 18 08:23:49 2010] [info]: Ticket 55 created in queue 'Operations' by osnat.shapira (/usr/lib/perl5/vendor_perl/5.10.0/RT/Ticket_Overlay.pm:659) [Thu Nov 18 10:18:43 2010] [info]: Successful login for root from 172.16.8.76 (/usr/share/rt3/html/autohandler:276) [Thu Nov 18 16:32:09 2010] [info]: #56/383 - Scrip 3 On Create Autoreply To Requestors (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:301) [Thu Nov 18 16:32:09 2010] [info]: sent To: osnat.shapira at panayainc.com (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:332) [Thu Nov 18 16:32:09 2010] [info]: #56/383 - Scrip 4 On Create Notify AdminCcs (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:301) [Thu Nov 18 16:32:09 2010] [info]: No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.10.0/RT/Interface/Email.pm:338) [Thu Nov 18 16:32:09 2010] [info]: Ticket 56 created in queue 'Operations' by osnat.shapira (/usr/lib/perl5/vendor_perl/5.10.0/RT/Ticket_Overlay.pm:659) [Thu Nov 18 16:45:00 2010] [info]: #57/389 - Scrip 3 On Create Autoreply To Requestors (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:301) [Thu Nov 18 16:45:00 2010] [info]: sent To: osnat.shapira at panayainc.com (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:332) [Thu Nov 18 16:45:00 2010] [info]: #57/389 - Scrip 4 On Create Notify AdminCcs (/usr/lib/perl5/vendor_perl/5.10.0/RT/Action/SendEmail.pm:301) [Thu Nov 18 16:45:00 2010] [info]: No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.10.0/RT/Interface/Email.pm:338) [Thu Nov 18 16:45:00 2010] [info]: Ticket 57 created in queue 'Operations' by osnat.shapira (/usr/lib/perl5/vendor_perl/5.10.0/RT/Ticket_Overlay.pm:659) -----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, November 18, 2010 5:51 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] CommandByMail Custom Fields not updated On Thu, Nov 18, 2010 at 12:42:43AM -0800, Osnat Shapira wrote: > Hi, > I'm using the CommandByMail extension. > My Content looks as follows: > > Priority: 1 > CustomField.{Number-Test}: 1 > > Comment Test > > > The Priority is updated (and any other non-custom field I'm adding). > The CustomField is not updated with the value. > I'm not getting any error back. > > I'm working with version 0.08 of the extension. There is no 0.08, there is a 0.08_01 > I gave the custom field all the possible permissions (to "Everyone"). > > Is there something missing in what I'm doing? > I tried different formats but nothing is working. What do your logs say when you put them in debug mode -kevin From trs at bestpractical.com Thu Nov 18 12:12:10 2010 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 18 Nov 2010 12:12:10 -0500 Subject: [rt-users] Outgoing attachments not sent In-Reply-To: <4CE55681.4050604@good-stuff.co.uk> References: <4CE55681.4050604@good-stuff.co.uk> Message-ID: <4CE55E6A.4090309@bestpractical.com> On 18 Nov 2010 11:38, Mark Goodge wrote: > Apologies if this is a FAQ, but I've searched the online documentation > and can't find any reference to it! > > For some reason, we can't seem to send out attachments using our > installation of RT. Clicking "reply" and then adding an attachment seems > to work, and the attachment is stored with the ticket after the reply > has been sent, but the recipient doesn't get it and there's no evidence > that it has actually been emailed to them. > > Is there some config setting that I need to change in order to enable > the sending of attachments with outgoing emails? You need RT-Attach-Message: yes in the headers of your templates. What does your correspondence template look like? Thomas > Thanks > > mark From naweedmohammed.ahmed at lexisnexis.com Thu Nov 18 13:13:29 2010 From: naweedmohammed.ahmed at lexisnexis.com (Ahmed, Mohammed Naweed (LNG-BCT)) Date: Thu, 18 Nov 2010 13:13:29 -0500 Subject: [rt-users] Custom Field - Rights Message-ID: <8B590F2F6F36C0489A41B816231BF1BE05F16CD6@INFMAIL.na.choicepoint.net> I have create a queue with some custom fields, all privileged users can create the ticket in the queue but can not enter values in all the CF's only a group can modify those CF's. So I did not give the right 'ModifyCustomField' any one but only the group that can modify the CF. but still those CF's are being displayed for all users. Am I missing something. How can I prevent users from updating the selected custom fields? Any help is greatly appreciated. Naweed Ahmed ----------------------------------------- The information contained in this e-mail message is intended only for the personal and confidential use of the recipient(s) named above. This message may be an attorney-client communication and/or work product and as such is privileged and confidential. If the reader of this message is not the intended recipient or an agent responsible for delivering it to the intended recipient, you are hereby notified that you have received this document in error and that any review, dissemination, distribution, or copying of this message is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail, and delete the original message. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jnarins at seniorbridge.com Thu Nov 18 13:33:29 2010 From: jnarins at seniorbridge.com (Josh Narins) Date: Thu, 18 Nov 2010 13:33:29 -0500 Subject: [rt-users] [Solved]? Problem forwarding message with attachments Message-ID: Running 3.8.8 on RHEL5. The error message: Can't call method "ContentAsMIME" on an undefined value at /opt/local/rt/bin/../lib/RT/Transaction_Overlay.pm line 529, line 522. I was seeing this when users of various privileges attempt to forward a ticket, and the error only appears if the ticket has an attachment. However, it wasn't happening on all queues. One difference between ticket creation on different queues is that I used RT web interface to create tickets where it worked and uploaded the file via browse. When it didn't work the tickets were created by email with the file attached. I was choosing "Forward" from Ticket/Elements/Tabs. I saw this error starting a couple conversations, here[1] and here[2], but never read any solutions. I had cleared the cache and restarted the server. So, what I did was create a Transaction_Vendor.pm with a ContentObj method which is identical as the version in Transaction_Overlay.pm except it adds this # If THAT fails, return the first part my $all_parts2 = $self->Attachments; while (my $part = $all_parts2->Next) { return $part; } at the end of the block entered if it is a multipart message. Does anyone think this will have bad, unintended, consequences? [1] - http://www.gossamer-threads.com/lists/rt/users/94461 [2] - http://www.gossamer-threads.com/lists/rt/users/91205 Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] ________________________________ SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Thu Nov 18 14:11:34 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 18 Nov 2010 11:11:34 -0800 Subject: [rt-users] Custom Field - Rights In-Reply-To: <8B590F2F6F36C0489A41B816231BF1BE05F16CD6@INFMAIL.na.choicepoint.net> References: <8B590F2F6F36C0489A41B816231BF1BE05F16CD6@INFMAIL.na.choicepoint.net> Message-ID: Ahmed, What other rights have you given Privileged users either Globally or in that Queue? Kenn LBNL On Thu, Nov 18, 2010 at 10:13 AM, Ahmed, Mohammed Naweed (LNG-BCT) < naweedmohammed.ahmed at lexisnexis.com> wrote: > I have create a queue with some custom fields, all privileged users can > create the ticket in the queue but can not enter values in all the CF?s only > a group can modify those CF?s. > > > > So I did not give the right ?ModifyCustomField? any one but only the group > that can modify the CF. but still those CF?s are being displayed for all > users. Am I missing something. How can I prevent users from updating the > selected custom fields? > > > > Any help is greatly appreciated. > > > > *Naweed Ahmed*** > > > > ------------------------------ > > * The information contained in this e-mail message is intended only for > the personal and confidential use of the recipient(s) named above. This > message may be an attorney-client communication and/or work product and as > such is privileged and confidential. If the reader of this message is not > the intended recipient or an agent responsible for delivering it to the > intended recipient, you are hereby notified that you have received this > document in error and that any review, dissemination, distribution, or > copying of this message is strictly prohibited. If you have received this > communication in error, please notify us immediately by e-mail, and delete > the original message. * > -------------- next part -------------- An HTML attachment was scrubbed... URL: From naweedmohammed.ahmed at lexisnexis.com Thu Nov 18 15:01:37 2010 From: naweedmohammed.ahmed at lexisnexis.com (Ahmed, Mohammed Naweed (LNG-BCT)) Date: Thu, 18 Nov 2010 15:01:37 -0500 Subject: [rt-users] Custom Field - Rights In-Reply-To: References: <8B590F2F6F36C0489A41B816231BF1BE05F16CD6@INFMAIL.na.choicepoint.net> Message-ID: <8B590F2F6F36C0489A41B816231BF1BE05F16DC6@INFMAIL.na.choicepoint.net> Queue Level rights: AssignCustomFields CommentOnTicket CreateTicket ModifyCustomField ModifyTicket OwnTicket ReplyToTicket SeeCustomField SeeQueue ShowTicket ShowTicketComments StealTicket TakeTicket None at global level Naweed Ahmed ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Thursday, November 18, 2010 2:12 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Custom Field - Rights Ahmed, What other rights have you given Privileged users either Globally or in that Queue? Kenn LBNL On Thu, Nov 18, 2010 at 10:13 AM, Ahmed, Mohammed Naweed (LNG-BCT) wrote: I have create a queue with some custom fields, all privileged users can create the ticket in the queue but can not enter values in all the CF's only a group can modify those CF's. So I did not give the right 'ModifyCustomField' any one but only the group that can modify the CF. but still those CF's are being displayed for all users. Am I missing something. How can I prevent users from updating the selected custom fields? Any help is greatly appreciated. Naweed Ahmed ________________________________ The information contained in this e-mail message is intended only for the personal and confidential use of the recipient(s) named above. This message may be an attorney-client communication and/or work product and as such is privileged and confidential. If the reader of this message is not the intended recipient or an agent responsible for delivering it to the intended recipient, you are hereby notified that you have received this document in error and that any review, dissemination, distribution, or copying of this message is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail, and delete the original message. ----------------------------------------- The information contained in this e-mail message is intended only for the personal and confidential use of the recipient(s) named above. This message may be an attorney-client communication and/or work product and as such is privileged and confidential. If the reader of this message is not the intended recipient or an agent responsible for delivering it to the intended recipient, you are hereby notified that you have received this document in error and that any review, dissemination, distribution, or copying of this message is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail, and delete the original message. -------------- next part -------------- An HTML attachment was scrubbed... URL: From salsicha at gmail.com Thu Nov 18 15:06:37 2010 From: salsicha at gmail.com (Alex Moran) Date: Thu, 18 Nov 2010 12:06:37 -0800 Subject: [rt-users] Can't locate Log/Dispatch.pm in @INC In-Reply-To: References: Message-ID: Thanks for responding. Here are the locations of all the Dispatch.pm files on my server: /Users/myuser/.cpan/build/Log-Dispatch-2.27-So36hB/lib/Log/Dispatch.pm /Users/myuser/.cpan/build/Log-Dispatch-2.27-So36hB/blib/lib/Log/Dispatch.pm /opt/local/lib/perl5/site_perl/5.8.9/Log/Dispatch.pm /Users/myuser/Library/Application Support/.cpan/build/Log-Dispatch-2.27-rmVcKn/lib/Log/Dispatch.pm /Users/myuser/Library/Application Support/.cpan/build/Log-Dispatch-2.27-rmVcKn/blib/lib/Log/Dispatch.pm /Users/myuser/Library/Application Support/.cpan/build/Log-Dispatch-2.27-AQZxLe/lib/Log/Dispatch.pm /Users/myuser/Library/Application Support/.cpan/build/Log-Dispatch-2.27-AQZxLe/blib/lib/Log/Dispatch.pm If it is a permission problem what should it's permissions be? ls /opt/local/lib/perl5/site_perl/5.8.9/Log/ says: -r--r--r-- root:admin Dispatch.pm Thanks, Alex On Thu, Nov 18, 2010 at 1:14 AM, Ruslan Zakirov wrote: > Hi, > > You either have permissions problems or two perls and server using one > and you testing another. > > Are you sure Log/Dispatch.pm is in one of those dirs? > > On Thu, Nov 18, 2010 at 3:33 AM, Alex Moran wrote: > > I just installed rt-3.8.8 on Mac OS X Server 10.6.5. Installation went > > smooth enough, but when I edited the VirtualHost entry > > in /etc/apache2/sites/0000_any_80_.conf and added the line "PerlRequire > > /opt/rt3/bin/webmux.pl" Apache would crash at startup. > > > > Here is the error from the WebServer error log: > > > > Can't locate Log/Dispatch.pm in @INC (@INC contains: > > /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib > /Library/Perl/Updates/5.10.0 > > /System/Library/Perl/5.10.0/darwin-thread-multi-2level > > /System/Library/Perl/5.10.0 > /Library/Perl/5.10.0/darwin-thread-multi-2level > > /Library/Perl/5.10.0 > /Network/Library/Perl/5.10.0/darwin-thread-multi-2level > > /Network/Library/Perl/5.10.0 /Network/Library/Perl > > /System/Library/Perl/Extras/5.10.0/darwin-thread-multi-2level > > /System/Library/Perl/Extras/5.10.0 . /usr) > > > > at /opt/rt3/bin/../lib/RT.pm line 222. > > > > BEGIN failed--compilation aborted at /opt/rt3/bin/../lib/RT.pm line 222. > > > > Compilation failed in require at /opt/rt3/bin/webmux.pl line 136. > > > > Compilation failed in require at (eval 2) line 1. > > > > Can't load Perl file: /opt/rt3/bin/webmux.pl for server testserver.com:0 > , > > exiting... > > > > I looked at line 222 of /opt/rt3/lib/RT.pm and here is what it says: > > > > use Log::Dispatch 1.6; > > > > But CPAN says my Log::Dispatch version is 2.27. > > > > Can anyone tell me what I need to do? I tried to downgrade Log::Dispatch > but > > I couldn't see any way of doing that with CPAN. When I comment out the > > PerlRequire line ReportTracker says I haven't configured mod_perl or > fastcgi > > properly. > > > > Thanks, > > > > Alex > > > > -- > Best regards, Ruslan. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jnarins at seniorbridge.com Thu Nov 18 15:33:47 2010 From: jnarins at seniorbridge.com (Josh Narins) Date: Thu, 18 Nov 2010 15:33:47 -0500 Subject: [rt-users] Can't locate Log/Dispatch.pm in @INC In-Reply-To: References: Message-ID: You also need to see what is in the @INC of your running RT process. print join "\n", @INC, ''; Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnarins at seniorbridge.com seniorbridge.com [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] ________________________________ SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex Moran Sent: Thursday, November 18, 2010 3:07 PM To: Ruslan Zakirov Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Can't locate Log/Dispatch.pm in @INC Thanks for responding. Here are the locations of all the Dispatch.pm files on my server: /Users/myuser/.cpan/build/Log-Dispatch-2.27-So36hB/lib/Log/Dispatch.pm /Users/myuser/.cpan/build/Log-Dispatch-2.27-So36hB/blib/lib/Log/Dispatch.pm /opt/local/lib/perl5/site_perl/5.8.9/Log/Dispatch.pm /Users/myuser/Library/Application Support/.cpan/build/Log-Dispatch-2.27-rmVcKn/lib/Log/Dispatch.pm /Users/myuser/Library/Application Support/.cpan/build/Log-Dispatch-2.27-rmVcKn/blib/lib/Log/Dispatch.pm /Users/myuser/Library/Application Support/.cpan/build/Log-Dispatch-2.27-AQZxLe/lib/Log/Dispatch.pm /Users/myuser/Library/Application Support/.cpan/build/Log-Dispatch-2.27-AQZxLe/blib/lib/Log/Dispatch.pm If it is a permission problem what should it's permissions be? ls /opt/local/lib/perl5/site_perl/5.8.9/Log/ says: -r--r--r-- root:admin Dispatch.pm Thanks, Alex On Thu, Nov 18, 2010 at 1:14 AM, Ruslan Zakirov > wrote: Hi, You either have permissions problems or two perls and server using one and you testing another. Are you sure Log/Dispatch.pm is in one of those dirs? On Thu, Nov 18, 2010 at 3:33 AM, Alex Moran > wrote: > I just installed rt-3.8.8 on Mac OS X Server 10.6.5. Installation went > smooth enough, but when I edited the VirtualHost entry > in /etc/apache2/sites/0000_any_80_.conf and added the line "PerlRequire > /opt/rt3/bin/webmux.pl" Apache would crash at startup. > > Here is the error from the WebServer error log: > > Can't locate Log/Dispatch.pm in @INC (@INC contains: > /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /Library/Perl/Updates/5.10.0 > /System/Library/Perl/5.10.0/darwin-thread-multi-2level > /System/Library/Perl/5.10.0 /Library/Perl/5.10.0/darwin-thread-multi-2level > /Library/Perl/5.10.0 /Network/Library/Perl/5.10.0/darwin-thread-multi-2level > /Network/Library/Perl/5.10.0 /Network/Library/Perl > /System/Library/Perl/Extras/5.10.0/darwin-thread-multi-2level > /System/Library/Perl/Extras/5.10.0 . /usr) > > at /opt/rt3/bin/../lib/RT.pm line 222. > > BEGIN failed--compilation aborted at /opt/rt3/bin/../lib/RT.pm line 222. > > Compilation failed in require at /opt/rt3/bin/webmux.pl line 136. > > Compilation failed in require at (eval 2) line 1. > > Can't load Perl file: /opt/rt3/bin/webmux.pl for server testserver.com:0, > exiting... > > I looked at line 222 of /opt/rt3/lib/RT.pm and here is what it says: > > use Log::Dispatch 1.6; > > But CPAN says my Log::Dispatch version is 2.27. > > Can anyone tell me what I need to do? I tried to downgrade Log::Dispatch but > I couldn't see any way of doing that with CPAN. When I comment out the > PerlRequire line ReportTracker says I haven't configured mod_perl or fastcgi > properly. > > Thanks, > > Alex -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Nov 18 15:39:56 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 18 Nov 2010 15:39:56 -0500 Subject: [rt-users] Can't locate Log/Dispatch.pm in @INC In-Reply-To: References: Message-ID: <20101118203956.GK1700@jibsheet.com> On Thu, Nov 18, 2010 at 03:33:47PM -0500, Josh Narins wrote: > You also need to see what is in the @INC of your running RT process. > print join "\n", @INC, ''; That was in the original message > > Can't locate Log/Dispatch.pm in @INC (@INC contains: > > /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /Library/Perl/Updates/5.10.0 > > /System/Library/Perl/5.10.0/darwin-thread-multi-2level > > /System/Library/Perl/5.10.0 /Library/Perl/5.10.0/darwin-thread-multi-2level > > /Library/Perl/5.10.0 /Network/Library/Perl/5.10.0/darwin-thread-multi-2level > > /Network/Library/Perl/5.10.0 /Network/Library/Perl > > /System/Library/Perl/Extras/5.10.0/darwin-thread-multi-2level > > /System/Library/Perl/Extras/5.10.0 . /usr) > /opt/local/lib/perl5/site_perl/5.8.9/Log/Dispatch.pm You installed this with your /opt/ perl from ports Your apache is compiled with the system perl /usr/bin/perl -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From kfcrocker at lbl.gov Thu Nov 18 16:03:46 2010 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 18 Nov 2010 13:03:46 -0800 Subject: [rt-users] Custom Field - Rights In-Reply-To: <8B590F2F6F36C0489A41B816231BF1BE05F16DC6@INFMAIL.na.choicepoint.net> References: <8B590F2F6F36C0489A41B816231BF1BE05F16CD6@INFMAIL.na.choicepoint.net> <8B590F2F6F36C0489A41B816231BF1BE05F16DC6@INFMAIL.na.choicepoint.net> Message-ID: Mohammed, So you *DID give the right* to See and Modify the Custom Fields for all * Privileged* at the Queue level. You granted these rights to both all Privileged users and also to a group. You need to remove those rights from Privileged for that Queue. Kenn LBNL Kenn LBNL On Thu, Nov 18, 2010 at 12:01 PM, Ahmed, Mohammed Naweed (LNG-BCT) < naweedmohammed.ahmed at lexisnexis.com> wrote: > Queue Level rights: > > > > AssignCustomFields > CommentOnTicket > > CreateTicket > > ModifyCustomField > > ModifyTicket > > OwnTicket > > ReplyToTicket > > SeeCustomField > > SeeQueue > > ShowTicket > > ShowTicketComments > > StealTicket > > TakeTicket > > > > None at global level > > > > *Naweed Ahmed*** > ------------------------------ > > *From:* rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth Crocker > *Sent:* Thursday, November 18, 2010 2:12 PM > *To:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] Custom Field - Rights > > > > Ahmed, > > What other rights have you given Privileged users either Globally or in > that Queue? > > Kenn > LBNL > > On Thu, Nov 18, 2010 at 10:13 AM, Ahmed, Mohammed Naweed (LNG-BCT) < > naweedmohammed.ahmed at lexisnexis.com> wrote: > > I have create a queue with some custom fields, all privileged users can > create the ticket in the queue but can not enter values in all the CF?s only > a group can modify those CF?s. > > > > So I did not give the right ?ModifyCustomField? any one but only the group > that can modify the CF. but still those CF?s are being displayed for all > users. Am I missing something. How can I prevent users from updating the > selected custom fields? > > > > Any help is greatly appreciated. > > > > *Naweed Ahmed* > > > ------------------------------ > > *The information contained in this e-mail message is intended only for the > personal and confidential use of the recipient(s) named above. This message > may be an attorney-client communication and/or work product and as such is > privileged and confidential. If the reader of this message is not the > intended recipient or an agent responsible for delivering it to the intended > recipient, you are hereby notified that you have received this document in > error and that any review, dissemination, distribution, or copying of this > message is strictly prohibited. If you have received this communication in > error, please notify us immediately by e-mail, and delete the original > message. * > > > > ------------------------------ > > * The information contained in this e-mail message is intended only for > the personal and confidential use of the recipient(s) named above. This > message may be an attorney-client communication and/or work product and as > such is privileged and confidential. If the reader of this message is not > the intended recipient or an agent responsible for delivering it to the > intended recipient, you are hereby notified that you have received this > document in error and that any review, dissemination, distribution, or > copying of this message is strictly prohibited. If you have received this > communication in error, please notify us immediately by e-mail, and delete > the original message. * > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Nov 18 16:26:16 2010 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 19 Nov 2010 00:26:16 +0300 Subject: [rt-users] Can't locate Log/Dispatch.pm in @INC In-Reply-To: <20101118203956.GK1700@jibsheet.com> References: <20101118203956.GK1700@jibsheet.com> Message-ID: On Thu, Nov 18, 2010 at 11:39 PM, Kevin Falcone wrote: > On Thu, Nov 18, 2010 at 03:33:47PM -0500, Josh Narins wrote: >> ? ?You also need to see what is in the @INC of your running RT process. >> ? ?print join "\n", @INC, ''; > > That was in the original message > >> ? ?> Can't locate Log/Dispatch.pm in @INC (@INC contains: >> ? ?> /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /Library/Perl/Updates/5.10.0 >> ? ?> /System/Library/Perl/5.10.0/darwin-thread-multi-2level >> ? ?> /System/Library/Perl/5.10.0 /Library/Perl/5.10.0/darwin-thread-multi-2level >> ? ?> /Library/Perl/5.10.0 /Network/Library/Perl/5.10.0/darwin-thread-multi-2level >> ? ?> /Network/Library/Perl/5.10.0 /Network/Library/Perl >> ? ?> /System/Library/Perl/Extras/5.10.0/darwin-thread-multi-2level >> ? ?> /System/Library/Perl/Extras/5.10.0 . /usr) > > >> ? ?/opt/local/lib/perl5/site_perl/5.8.9/Log/Dispatch.pm > > You installed this with your /opt/ perl from ports > Your apache is compiled with the system perl /usr/bin/perl It's mac_port's perl probably. So install apache and mod_perl/fastcgi from ports as well and use them. -- Best regards, Ruslan. From khera at kcilink.com Thu Nov 18 16:29:56 2010 From: khera at kcilink.com (Vick Khera) Date: Thu, 18 Nov 2010 16:29:56 -0500 Subject: [rt-users] Can't locate Log/Dispatch.pm in @INC In-Reply-To: References: <20101118203956.GK1700@jibsheet.com> Message-ID: <6BCC1110-8A6B-4C8D-9CDC-1FECA205B02C@kcilink.com> On Nov 18, 2010, at 4:26 PM, Ruslan Zakirov wrote: > It's mac_port's perl probably. So install apache and mod_perl/fastcgi > from ports as well and use them. Deja vu all over again... ;) Everything needs to be from the same package manager software (or manually built). Gets too confusing otherwise... From falcone at bestpractical.com Thu Nov 18 16:50:35 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 18 Nov 2010 16:50:35 -0500 Subject: [rt-users] Can't locate Log/Dispatch.pm in @INC In-Reply-To: <6BCC1110-8A6B-4C8D-9CDC-1FECA205B02C@kcilink.com> References: <20101118203956.GK1700@jibsheet.com> <6BCC1110-8A6B-4C8D-9CDC-1FECA205B02C@kcilink.com> Message-ID: <20101118215035.GL1700@jibsheet.com> On Thu, Nov 18, 2010 at 04:29:56PM -0500, Vick Khera wrote: > > On Nov 18, 2010, at 4:26 PM, Ruslan Zakirov wrote: > > > It's mac_port's perl probably. So install apache and mod_perl/fastcgi > > from ports as well and use them. > > Deja vu all over again... ;) Everything needs to be from the same > package manager software (or manually built). Gets too confusing > otherwise... In this case, the user is mixing 2 package managers (OS-X and MacPorts) -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Brian.Thompson at tridentmicro.com Thu Nov 18 17:48:40 2010 From: Brian.Thompson at tridentmicro.com (Brian Thompson) Date: Thu, 18 Nov 2010 14:48:40 -0800 Subject: [rt-users] RT & Chinese Characters? In-Reply-To: <20101112001743.GD785@jibsheet.com> References: <1F56ED7B078936468E1F92A2A10E95B3164BBA33FC@US-EXH-03.us.trid.com> <20101112001743.GD785@jibsheet.com> Message-ID: <1F56ED7B078936468E1F92A2A10E95B316682A0899@US-EXH-03.us.trid.com> Hi, We're running RT 3.8.8 and find that some "Traditional Chinese" characters are not being displayed correctly (Simplified Chinese are okay). Has anyone had this experience and been able to overcome? Thank you, Brian From jesse at bestpractical.com Thu Nov 18 20:09:33 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 18 Nov 2010 20:09:33 -0500 Subject: [rt-users] RT & Chinese Characters? In-Reply-To: <1F56ED7B078936468E1F92A2A10E95B316682A0899@US-EXH-03.us.trid.com> References: <1F56ED7B078936468E1F92A2A10E95B3164BBA33FC@US-EXH-03.us.trid.com> <20101112001743.GD785@jibsheet.com> <1F56ED7B078936468E1F92A2A10E95B316682A0899@US-EXH-03.us.trid.com> Message-ID: <20101119010933.GK7767@bestpractical.com> On Thu, Nov 18, 2010 at 02:48:40PM -0800, Brian Thompson wrote: > Hi, > > We're running RT 3.8.8 and find that some "Traditional Chinese" characters are not being displayed correctly (Simplified Chinese are okay). Has anyone had this experience and been able to overcome? RT should be working just fine with Traditional Chinese. Heck, I believe there are specific tests for it in our test suite. The most typical failure mode I can think of would be "using fonts without traditional glyphs in them" -Jesse > > Thank you, > > Brian -- From salsicha at gmail.com Thu Nov 18 20:48:41 2010 From: salsicha at gmail.com (Alex Moran) Date: Thu, 18 Nov 2010 17:48:41 -0800 Subject: [rt-users] Can't locate Log/Dispatch.pm in @INC In-Reply-To: References: Message-ID: It works now. I removed a bunch of packages that were installed with MacPorts. When I checked for dependencies a bunch were reported missing that had not been missing before. I installed them through CPAN and now RT loads. On Thu, Nov 18, 2010 at 12:33 PM, Josh Narins wrote: > You also need to see what is in the @INC of your running RT process. > > > > print join "\n", @INC, ''; > > > > > > > *Josh Narins* > > Director of Application Development > SeniorBridge > 845 Third Ave > 7th Floor > New York, NY 10022 > Tel: (212) 994-6194 > Fax: (212) 994-4260 > Mobile: (917) 488-6248 > jnarins at seniorbridge.com > seniorbridge.com > > [image: SeniorBridge] > > ------------------------------ > *SeniorBridge Statement of Confidentiality:* The contents of this email > message are intended for the exclusive use of the addressee(s) and may > contain confidential or privileged information. Any dissemination, > distribution or copying of this email by an unintended or mistaken recipient > is strictly prohibited. In said event, kindly reply to the sender and > destroy all entries of this message and any attachments from your system. > Thank you. > > *From:* rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Alex Moran > *Sent:* Thursday, November 18, 2010 3:07 PM > *To:* Ruslan Zakirov > *Cc:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] Can't locate Log/Dispatch.pm in @INC > > > > Thanks for responding. Here are the locations of all the Dispatch.pm files > on my server: > > > > /Users/myuser/.cpan/build/Log-Dispatch-2.27-So36hB/lib/Log/Dispatch.pm > > /Users/myuser/.cpan/build/Log-Dispatch-2.27-So36hB/blib/lib/Log/Dispatch.pm > > /opt/local/lib/perl5/site_perl/5.8.9/Log/Dispatch.pm > > /Users/myuser/Library/Application > Support/.cpan/build/Log-Dispatch-2.27-rmVcKn/lib/Log/Dispatch.pm > > /Users/myuser/Library/Application > Support/.cpan/build/Log-Dispatch-2.27-rmVcKn/blib/lib/Log/Dispatch.pm > > /Users/myuser/Library/Application > Support/.cpan/build/Log-Dispatch-2.27-AQZxLe/lib/Log/Dispatch.pm > > /Users/myuser/Library/Application > Support/.cpan/build/Log-Dispatch-2.27-AQZxLe/blib/lib/Log/Dispatch.pm > > > > If it is a permission problem what should it's permissions be? > ls /opt/local/lib/perl5/site_perl/5.8.9/Log/ says: > > -r--r--r-- root:admin Dispatch.pm > > > > Thanks, > > Alex > > > > > > > > On Thu, Nov 18, 2010 at 1:14 AM, Ruslan Zakirov > wrote: > > Hi, > > You either have permissions problems or two perls and server using one > and you testing another. > > Are you sure Log/Dispatch.pm is in one of those dirs? > > > On Thu, Nov 18, 2010 at 3:33 AM, Alex Moran wrote: > > I just installed rt-3.8.8 on Mac OS X Server 10.6.5. Installation went > > smooth enough, but when I edited the VirtualHost entry > > in /etc/apache2/sites/0000_any_80_.conf and added the line "PerlRequire > > /opt/rt3/bin/webmux.pl" Apache would crash at startup. > > > > Here is the error from the WebServer error log: > > > > Can't locate Log/Dispatch.pm in @INC (@INC contains: > > /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib > /Library/Perl/Updates/5.10.0 > > /System/Library/Perl/5.10.0/darwin-thread-multi-2level > > /System/Library/Perl/5.10.0 > /Library/Perl/5.10.0/darwin-thread-multi-2level > > /Library/Perl/5.10.0 > /Network/Library/Perl/5.10.0/darwin-thread-multi-2level > > /Network/Library/Perl/5.10.0 /Network/Library/Perl > > /System/Library/Perl/Extras/5.10.0/darwin-thread-multi-2level > > /System/Library/Perl/Extras/5.10.0 . /usr) > > > > at /opt/rt3/bin/../lib/RT.pm line 222. > > > > BEGIN failed--compilation aborted at /opt/rt3/bin/../lib/RT.pm line 222. > > > > Compilation failed in require at /opt/rt3/bin/webmux.pl line 136. > > > > Compilation failed in require at (eval 2) line 1. > > > > Can't load Perl file: /opt/rt3/bin/webmux.pl for server testserver.com:0 > , > > exiting... > > > > I looked at line 222 of /opt/rt3/lib/RT.pm and here is what it says: > > > > use Log::Dispatch 1.6; > > > > But CPAN says my Log::Dispatch version is 2.27. > > > > Can anyone tell me what I need to do? I tried to downgrade Log::Dispatch > but > > I couldn't see any way of doing that with CPAN. When I comment out the > > PerlRequire line ReportTracker says I haven't configured mod_perl or > fastcgi > > properly. > > > > Thanks, > > > > Alex > > > -- > Best regards, Ruslan. > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Fri Nov 19 02:41:36 2010 From: torsten.brumm at Kuehne-Nagel.com (Brumm, Torsten / Kuehne + Nagel / Ham MI-ID) Date: Fri, 19 Nov 2010 08:41:36 +0100 Subject: [rt-users] ShowConfigTab right shows too many Information In-Reply-To: References: Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039402FE18CA@w3hamboex11.ger.win.int.kn> Hi RT Users, today i figured out on a fresh RT 3.8.8 installation, that a group with only ShowConfigTab Right granted globally is able to see all users without having the right AdminUsers. All other Options like Groups/Queues/CF's are not display any information, only the Admin/Users is listing all. Think this is a bug?! 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, Klaus Jaeger (stellv.), 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From wolfram.huettermann at desy.de Fri Nov 19 03:24:22 2010 From: wolfram.huettermann at desy.de (Wolfram Huettermann) Date: Fri, 19 Nov 2010 09:24:22 +0100 Subject: [rt-users] Problems with user Custom fields Message-ID: <4CE63436.3020206@desy.de> Hello, I have a big problem with user custom fields. I will describe it that way: I habe a use with the real name "Max Mustermann" with the id #13159. He possesses a user custom field with the id #17 and the name "test". It is a text field and its value is "foo". It is supposed to be empty for all other users. One day, I change that costumfield of that user to "bar" and I have a collection of Users called $Users which I intend to limit that way: $Users->LimitCustomField( "CUSTOMFIELD" => 17, "OPERATOR" => "=", "VALUE" => "foo"); The very trouble is that this collection still enlists "Max Mustermann" as "foo" is a former customfield value of the customfield #17. This is not very helpful. Nevertheless, I want to enlist all users whose CURRENT value of customfield #17 is "foo". Is it possible? Or is it impossible? Thanks in advance, Wolfram From tanguy.lagroy at bt.com Fri Nov 19 03:37:22 2010 From: tanguy.lagroy at bt.com (tanguy.lagroy at bt.com) Date: Fri, 19 Nov 2010 08:37:22 +0000 Subject: [rt-users] Add group membership via CLI Message-ID: <82B2A0A07D3046468C56B9477A2622B43316AF9AAA@EMV65-UKRD.domain1.systemhost.net> Dear Community, I currently setup script to create users from CSV file via CLI, and also add the users to and existing group. The first part is working fine with command : /opt/rt3/bin/rt create -t users add Name=$name EmailAddress=$email Password=$pass Privileged=$priv Organization=$orga RealName="\"$realname\"" But the command to add group member doesn't work : /opt/rt3/bin/rt edit group/mygroup add Members=$name I try the several syntax, but none works: - Members=$email - Members="realname <$email>" - Members=user/id - etc The output says : # members: Unkown field # group xxxx updated Can anyone help me, please ? -- Tanguy LAGROY D?partement NSS/IPOC BT Services Email : tanguy.lagroy at bt.com Tel : +33 (0)1 78 41 15 39 -------------- next part -------------- An HTML attachment was scrubbed... URL: From pcbadger at gmail.com Fri Nov 19 05:50:03 2010 From: pcbadger at gmail.com (vmos) Date: Fri, 19 Nov 2010 02:50:03 -0800 (PST) Subject: [rt-users] Users randomly being logged in as other users In-Reply-To: <4CE55831.5070903@uwaterloo.ca> References: <30238345.post@talk.nabble.com> <20101117150339.GI1700@jibsheet.com> <30239826.post@talk.nabble.com> <4CE55831.5070903@uwaterloo.ca> Message-ID: <30256452.post@talk.nabble.com> Well we upgraded from debian sarge to debian lenny so that included an apache upgrade. I don't see mod_cache enabled on the new or the old server, do you think that would help? Jeff Voskamp wrote: > > On 11/18/2010 04:31 AM, vmos wrote: >> >> You're right, we went from 3.3 to 3.8.7. I think 2.4 was the nagios >> version I >> recently upgraded. >> There's no proxy. I wouldn't have thought that cookies were being passed >> about, the network is identical, it hasn't changed. >> All we've changed is the server and version. All this server does is RT >> >> >> Kevin Falcone-2 wrote: >>> >>> On Wed, Nov 17, 2010 at 06:07:22AM -0800, vmos wrote: >>>> >>>> Hello, we were running RT 2.4 and we decided to upgrade to 3.8. we >>>> built >>>> a >>>> new server and instead of running it in-house, we moved it into our >>>> data >>>> centre. >>> >>> There was no RT release labeled 2.4, and you should be more specific >>> about which release of 3.8. 3.8 covers releases of RT over more than >>> 2.5 years. >>> >>> You haven't really provided helpful details (such as authorization and >>> webserver configurations) so any speculating is guesswork. >>> >>> Usually this involves a proxy server or incorrect caching. >>> You really need to sort out if there are cookies being passed from >>> user to user or something else going on. >>> >>> -kevin >>> >>>> The we started getting a problem were you would click on a link in RT >>>> or >>>> refresh the page and suddenly you would be logged in as somebody else. >>>> I asked about this and was told that it was down to some sort of NAT >>>> issue >>>> between here and our DC as we all appeared to be coming from the same >>>> IP >>>> address. >>>> After trying and failing to get to the bottom of the NAT issue, we >>>> decided >>>> to move the server back in-house. It's now in the same rack, plugged in >>>> to >>>> the same switch as the old server (that NEVER had this issue) >>>> That was two days ago and now we see the problem is still happening. >>>> >>>> What's going on? >>>> -- >>>> View this message in context: >>>> http://old.nabble.com/Users-randomly-being-logged-in-as-other-users-tp30238345p30238345.html >>>> Sent from the Request Tracker - User mailing list archive at >>>> Nabble.com. >>>> >>> >>> >>> >> > I thought I recalled issues with mod_cache in apache and mixed sessions. > I don't recall if you mentioned any apache changes at the same time. > > Jeff > > -- View this message in context: http://old.nabble.com/Users-randomly-being-logged-in-as-other-users-tp30238345p30256452.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From javoskam at uwaterloo.ca Fri Nov 19 08:47:51 2010 From: javoskam at uwaterloo.ca (Jeff Voskamp) Date: Fri, 19 Nov 2010 08:47:51 -0500 Subject: [rt-users] Users randomly being logged in as other users In-Reply-To: <30256452.post@talk.nabble.com> References: <30238345.post@talk.nabble.com> <20101117150339.GI1700@jibsheet.com> <30239826.post@talk.nabble.com> <4CE55831.5070903@uwaterloo.ca> <30256452.post@talk.nabble.com> Message-ID: <4CE68007.7010707@uwaterloo.ca> On 11/19/2010 05:50 AM, vmos wrote: > > Well we upgraded from debian sarge to debian lenny so that included an apache > upgrade. I don't see mod_cache enabled on the new or the old server, do you > think that would help? > >> I thought I recalled issues with mod_cache in apache and mixed sessions. >> I don't recall if you mentioned any apache changes at the same time. >> >> Jeff >> >> > >From about this time last year: http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg23253.html jeff From pcbadger at gmail.com Fri Nov 19 11:14:24 2010 From: pcbadger at gmail.com (vmos) Date: Fri, 19 Nov 2010 08:14:24 -0800 (PST) Subject: [rt-users] Users randomly being logged in as other users In-Reply-To: <4CE68007.7010707@uwaterloo.ca> References: <30238345.post@talk.nabble.com> <20101117150339.GI1700@jibsheet.com> <30239826.post@talk.nabble.com> <4CE55831.5070903@uwaterloo.ca> <30256452.post@talk.nabble.com> <4CE68007.7010707@uwaterloo.ca> Message-ID: <30259026.post@talk.nabble.com> Thank you for that, it's very interesting. what's most interesting is that when I brought this up in january I was laughed at like an idiot for suggesting that the problem might possibly be something other than a faulty proxy server or caching router, but I digress. It turns out that mod_cache is actually enabled, I've been trying to disable it without breaking apache but no joy so far. I've done an apt-get apache upgrade to see if that'll help. Am I being daft because I don't actually see a solution in that thread? There's a patch but the responder says it doesn't work. Jeff Voskamp wrote: > > On 11/19/2010 05:50 AM, vmos wrote: >> >> Well we upgraded from debian sarge to debian lenny so that included an >> apache >> upgrade. I don't see mod_cache enabled on the new or the old server, do >> you >> think that would help? >> >>> I thought I recalled issues with mod_cache in apache and mixed sessions. >>> I don't recall if you mentioned any apache changes at the same time. >>> >>> Jeff >>> >>> >> > From about this time last year: > http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg23253.html > > > jeff > > -- View this message in context: http://old.nabble.com/Users-randomly-being-logged-in-as-other-users-tp30238345p30259026.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jnarins at seniorbridge.com Fri Nov 19 11:20:39 2010 From: jnarins at seniorbridge.com (Josh Narins) Date: Fri, 19 Nov 2010 11:20:39 -0500 Subject: [rt-users] Users randomly being logged in as other users In-Reply-To: <30259026.post@talk.nabble.com> References: <30238345.post@talk.nabble.com> <20101117150339.GI1700@jibsheet.com> <30239826.post@talk.nabble.com> <4CE55831.5070903@uwaterloo.ca> <30256452.post@talk.nabble.com> <4CE68007.7010707@uwaterloo.ca> <30259026.post@talk.nabble.com> Message-ID: > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > Sent: Friday, November 19, 2010 11:14 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Users randomly being logged in as other users > > > Thank you for that, it's very interesting. what's most interesting is > that > when I brought this up in january I was laughed at like an idiot for > suggesting that the problem might possibly be something other than a > faulty > proxy server or caching router, but I digress. > > It turns out that mod_cache is actually enabled, I've been trying to > disable > it without breaking apache but no joy so far. I've done an apt-get > apache > upgrade to see if that'll help. > > Am I being daft because I don't actually see a solution in that thread? > There's a patch but the responder says it doesn't work. If you end up needing to build your apache from source, I think the ./configure option is --disable-module=cache Reading the documentation at http://httpd.apache.org/docs/2.2/mod/mod_cache.html says that you can add this to your httpd.conf to prevent caching of anything: # disables caching of any file under / directory CacheDisable / Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnarins at seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From falcone at bestpractical.com Fri Nov 19 11:29:20 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 19 Nov 2010 11:29:20 -0500 Subject: [rt-users] Users randomly being logged in as other users In-Reply-To: <30259026.post@talk.nabble.com> References: <30238345.post@talk.nabble.com> <20101117150339.GI1700@jibsheet.com> <30239826.post@talk.nabble.com> <4CE55831.5070903@uwaterloo.ca> <30256452.post@talk.nabble.com> <4CE68007.7010707@uwaterloo.ca> <30259026.post@talk.nabble.com> Message-ID: <20101119162920.GA28453@jibsheet.com> > Am I being daft because I don't actually see a solution in that thread? > There's a patch but the responder says it doesn't work. I think the solution was disabling mod_cache If there is documentation on what we can set to tell mod_cache not to cache headers, RT can be patched to use it. At this point, I don't think we've found the appropriate documentation. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From thierry.thelliez.tech at gmail.com Fri Nov 19 12:03:53 2010 From: thierry.thelliez.tech at gmail.com (Thierry Thelliez) Date: Fri, 19 Nov 2010 10:03:53 -0700 Subject: [rt-users] RT and mySQL cluster? Message-ID: Hello all, Has anyone some experience running RT on top of MySQL Cluster? Feasible? Overkill? Any issues? We think that with our application we will see peaks/burts of tickets submissions. We want to be able to absorb these peaks safely. Cheers, Thierry From jesse at bestpractical.com Fri Nov 19 12:06:54 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 19 Nov 2010 12:06:54 -0500 Subject: [rt-users] ShowConfigTab right shows too many Information In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB039402FE18CA@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB039402FE18CA@w3hamboex11.ger.win.int.kn> Message-ID: <20101119170654.GQ7767@bestpractical.com> On Fri, Nov 19, 2010 at 08:41:36AM +0100, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: > Hi RT Users, > today i figured out on a fresh RT 3.8.8 installation, that a group with only ShowConfigTab Right granted globally is able to see all users without having the right AdminUsers. All other Options like Groups/Queues/CF's are not display any information, only the Admin/Users is listing all. Go into the Users tab on a ticket and do a search for users. From jesse at bestpractical.com Fri Nov 19 12:13:15 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 19 Nov 2010 12:13:15 -0500 Subject: [rt-users] The new "ticket lifecycle" state engine... What is it? In-Reply-To: References: Message-ID: <20101119171315.GA23326@puppy> On Thu 18.Nov'10 at 10:58:26 -0500, Josh Narins wrote: > I don't think I'll have any problem convincing people to upgrade to RT4.0 when > it comes out, since management already seeks to have Date custom fields, but I > was wondering what the ticket lifecycle state engine, mentioned here[1], is. > > Have a look in etc/RT_Config.pm at the %Lifecycles section > > [1] - http://blog.bestpractical.com/2010/09/ > rt-394-first-development-release-leading-to-rt-400.html > > > > Josh Narins > > Director of Application Development > SeniorBridge > 845 Third Ave > 7th Floor > New York, NY 10022 > Tel: (212) 994-6194 > Fax: (212) 994-4260 > Mobile: (917) 488-6248 > jnarins at seniorbridge.com > seniorbridge.com > > SeniorBridge > > ??????????????????????????????????????????????????????????????????????????????? > SeniorBridge Statement of Confidentiality: The contents of this email message > are intended for the exclusive use of the addressee(s) and may contain > confidential or privileged information. Any dissemination, distribution or > copying of this email by an unintended or mistaken recipient is strictly > prohibited. In said event, kindly reply to the sender and destroy all entries > of this message and any attachments from your system. Thank you. From Brian.Thompson at tridentmicro.com Fri Nov 19 12:19:27 2010 From: Brian.Thompson at tridentmicro.com (Brian Thompson) Date: Fri, 19 Nov 2010 09:19:27 -0800 Subject: [rt-users] RT & Chinese Characters? In-Reply-To: <20101119010933.GK7767@bestpractical.com> References: <1F56ED7B078936468E1F92A2A10E95B3164BBA33FC@US-EXH-03.us.trid.com> <20101112001743.GD785@jibsheet.com> <1F56ED7B078936468E1F92A2A10E95B316682A0899@US-EXH-03.us.trid.com> <20101119010933.GK7767@bestpractical.com> Message-ID: <1F56ED7B078936468E1F92A2A10E95B316682A0FA9@US-EXH-03.us.trid.com> Jesse, What do you mean by "using fonts without traditional glyphs in them"? What we're seeing are square boxes in place of some of the characters. Would that be a symptom of the font issue? Can you please point us to an example of a Traditional Chinese font that *should* work with RT so we can test? Is the test suite available to the public or just Best Practical customers? Thank you!, Brian -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Thursday, November 18, 2010 5:10 PM To: Brian Thompson Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT & Chinese Characters? On Thu, Nov 18, 2010 at 02:48:40PM -0800, Brian Thompson wrote: > Hi, > > We're running RT 3.8.8 and find that some "Traditional Chinese" characters are not being displayed correctly (Simplified Chinese are okay). Has anyone had this experience and been able to overcome? RT should be working just fine with Traditional Chinese. Heck, I believe there are specific tests for it in our test suite. The most typical failure mode I can think of would be "using fonts without traditional glyphs in them" -Jesse > > Thank you, > > Brian -- From khera at kcilink.com Fri Nov 19 12:24:03 2010 From: khera at kcilink.com (Vick Khera) Date: Fri, 19 Nov 2010 12:24:03 -0500 Subject: [rt-users] RT & Chinese Characters? In-Reply-To: <1F56ED7B078936468E1F92A2A10E95B316682A0FA9@US-EXH-03.us.trid.com> References: <1F56ED7B078936468E1F92A2A10E95B3164BBA33FC@US-EXH-03.us.trid.com> <20101112001743.GD785@jibsheet.com> <1F56ED7B078936468E1F92A2A10E95B316682A0899@US-EXH-03.us.trid.com> <20101119010933.GK7767@bestpractical.com> <1F56ED7B078936468E1F92A2A10E95B316682A0FA9@US-EXH-03.us.trid.com> Message-ID: <7510CED3-B22C-4A16-97BE-B660E819FE2B@kcilink.com> On Nov 19, 2010, at 12:19 PM, Brian Thompson wrote: > What do you mean by "using fonts without traditional glyphs in them"? What we're seeing are square boxes in place of some of the characters. Would that be a symptom of the font issue? Can you please point us to an example of a That's the normal symptom of a font not having the glyph for the specified character. From elacour at easter-eggs.com Fri Nov 19 12:26:04 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 19 Nov 2010 18:26:04 +0100 Subject: [rt-users] RT and mySQL cluster? In-Reply-To: References: Message-ID: <20101119172604.GL3795@easter-eggs.com> On Fri, Nov 19, 2010 at 10:03:53AM -0700, Thierry Thelliez wrote: > Hello all, > > Has anyone some experience running RT on top of MySQL Cluster? Do you have experience with MySQL Cluster with other software. I doubt there is a need for MySQL cluster with RT and I'm sure there will be issue because unless something has changed, all data must fit in servers memory when using MySQL cluster and an RT DB with many tickets is a DB of several GB ;) > Feasible? Overkill? Any issues? > > We think that with our application we will see peaks/burts of tickets > submissions. We want to be able to absorb these peaks safely. > can you tell us more about yout peaks, I know many big setups that just works fine with one DB. With RT, ticket submissions are often not an issue, but having a lot of queues/groups/privileged users may slow down your RT. From ktm at rice.edu Fri Nov 19 12:27:36 2010 From: ktm at rice.edu (Kenneth Marshall) Date: Fri, 19 Nov 2010 11:27:36 -0600 Subject: [rt-users] RT and mySQL cluster? In-Reply-To: References: Message-ID: <20101119172736.GB26008@aart.is.rice.edu> On Fri, Nov 19, 2010 at 10:03:53AM -0700, Thierry Thelliez wrote: > Hello all, > > Has anyone some experience running RT on top of MySQL Cluster? > Feasible? Overkill? Any issues? > > We think that with our application we will see peaks/burts of tickets > submissions. We want to be able to absorb these peaks safely. > > Cheers, > Thierry > Are you sure the bottle-neck is the database backend. It seems to me that most of the processing is in the webserver front-ends. If that is the case, point a second front-end to the same backend database and you will be able to handle more tickets. It is worth testing, but is your database I/O even close to 100%? Cheers, Ken From elacour at easter-eggs.com Fri Nov 19 12:38:16 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 19 Nov 2010 18:38:16 +0100 Subject: [rt-users] Add group membership via CLI In-Reply-To: <82B2A0A07D3046468C56B9477A2622B43316AF9AAA@EMV65-UKRD.domain1.systemhost.net> References: <82B2A0A07D3046468C56B9477A2622B43316AF9AAA@EMV65-UKRD.domain1.systemhost.net> Message-ID: <20101119173816.GM3795@easter-eggs.com> On Fri, Nov 19, 2010 at 08:37:22AM +0000, tanguy.lagroy at bt.com wrote: > Dear Community, > > I currently setup script to create users from CSV file via CLI, and also add the users to and existing group. > > The first part is working fine with command : > /opt/rt3/bin/rt create -t users add Name=$name EmailAddress=$email Password=$pass Privileged=$priv Organization=$orga RealName="\"$realname\"" > > But the command to add group member doesn't work : > /opt/rt3/bin/rt edit group/mygroup add Members=$name > > I try the several syntax, but none works: > - Members=$email > - Members="realname <$email>" > - Members=user/id > - etc > > The output says : > # members: Unkown field > # group xxxx updated > > Can anyone help me, please ? > well reading this part of rt code, it doesn't seems you can update groups members with rt cli (only display members) :( I would do this using a custom script ;) From Brian.Thompson at tridentmicro.com Fri Nov 19 12:45:15 2010 From: Brian.Thompson at tridentmicro.com (Brian Thompson) Date: Fri, 19 Nov 2010 09:45:15 -0800 Subject: [rt-users] RT & Chinese Characters? In-Reply-To: <7510CED3-B22C-4A16-97BE-B660E819FE2B@kcilink.com> References: <1F56ED7B078936468E1F92A2A10E95B3164BBA33FC@US-EXH-03.us.trid.com> <20101112001743.GD785@jibsheet.com> <1F56ED7B078936468E1F92A2A10E95B316682A0899@US-EXH-03.us.trid.com> <20101119010933.GK7767@bestpractical.com> <1F56ED7B078936468E1F92A2A10E95B316682A0FA9@US-EXH-03.us.trid.com> <7510CED3-B22C-4A16-97BE-B660E819FE2B@kcilink.com> Message-ID: <1F56ED7B078936468E1F92A2A10E95B316682A1017@US-EXH-03.us.trid.com> Thank you for the confirmation. Follow-up question if you know: How might an organization ensure that users of Chinese Traditional characters always use a font that works with RT? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Vick Khera Sent: Friday, November 19, 2010 9:24 AM To: RT Users Subject: Re: [rt-users] RT & Chinese Characters? On Nov 19, 2010, at 12:19 PM, Brian Thompson wrote: > What do you mean by "using fonts without traditional glyphs in them"? What we're seeing are square boxes in place of some of the characters. Would that be a symptom of the font issue? Can you please point us to an example of a That's the normal symptom of a font not having the glyph for the specified character. From jesse at bestpractical.com Fri Nov 19 12:46:45 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 19 Nov 2010 12:46:45 -0500 Subject: [rt-users] RT & Chinese Characters? In-Reply-To: <1F56ED7B078936468E1F92A2A10E95B316682A1017@US-EXH-03.us.trid.com> References: <1F56ED7B078936468E1F92A2A10E95B3164BBA33FC@US-EXH-03.us.trid.com> <20101112001743.GD785@jibsheet.com> <1F56ED7B078936468E1F92A2A10E95B316682A0899@US-EXH-03.us.trid.com> <20101119010933.GK7767@bestpractical.com> <1F56ED7B078936468E1F92A2A10E95B316682A0FA9@US-EXH-03.us.trid.com> <7510CED3-B22C-4A16-97BE-B660E819FE2B@kcilink.com> <1F56ED7B078936468E1F92A2A10E95B316682A1017@US-EXH-03.us.trid.com> Message-ID: <20101119174644.GU7767@bestpractical.com> On Fri, Nov 19, 2010 at 09:45:15AM -0800, Brian Thompson wrote: > Thank you for the confirmation. Follow-up question if you know: How might an organization ensure that users of Chinese Traditional characters always use a font that works with RT? That's a platform-dependent question. It might be that you need to install the relevant language support for your platform. I recall this being an issue on some installs of Windows XP. From Brian.Thompson at tridentmicro.com Fri Nov 19 12:52:37 2010 From: Brian.Thompson at tridentmicro.com (Brian Thompson) Date: Fri, 19 Nov 2010 09:52:37 -0800 Subject: [rt-users] RT & Chinese Characters? In-Reply-To: <20101119174644.GU7767@bestpractical.com> References: <1F56ED7B078936468E1F92A2A10E95B3164BBA33FC@US-EXH-03.us.trid.com> <20101112001743.GD785@jibsheet.com> <1F56ED7B078936468E1F92A2A10E95B316682A0899@US-EXH-03.us.trid.com> <20101119010933.GK7767@bestpractical.com> <1F56ED7B078936468E1F92A2A10E95B316682A0FA9@US-EXH-03.us.trid.com> <7510CED3-B22C-4A16-97BE-B660E819FE2B@kcilink.com> <1F56ED7B078936468E1F92A2A10E95B316682A1017@US-EXH-03.us.trid.com> <20101119174644.GU7767@bestpractical.com> Message-ID: <1F56ED7B078936468E1F92A2A10E95B316682A1049@US-EXH-03.us.trid.com> Is there a list of Chinese Traditional fonts that work with RT available so that we can make sure we're using one that works? Thanks!, Brian -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Friday, November 19, 2010 9:47 AM To: Brian Thompson Cc: Vick Khera; RT Users Subject: Re: [rt-users] RT & Chinese Characters? On Fri, Nov 19, 2010 at 09:45:15AM -0800, Brian Thompson wrote: > Thank you for the confirmation. Follow-up question if you know: How might an organization ensure that users of Chinese Traditional characters always use a font that works with RT? That's a platform-dependent question. It might be that you need to install the relevant language support for your platform. I recall this being an issue on some installs of Windows XP. From torsten.brumm at googlemail.com Fri Nov 19 13:02:03 2010 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Fri, 19 Nov 2010 19:02:03 +0100 Subject: [rt-users] ShowConfigTab right shows too many Information In-Reply-To: <20101119170654.GQ7767@bestpractical.com> References: <16426EA38D57E74CB1DE5A6AE1DB039402FE18CA@w3hamboex11.ger.win.int.kn> <20101119170654.GQ7767@bestpractical.com> Message-ID: <8D9BE821-0960-40FE-891A-8EA4BE498E95@googlemail.com> Hi Jesse, I think i explaned it wrong. Not Inside Tickets is the Problem, it is Inside the admin/Users/ Part. They can See all Users without the right adminusers. Sent from my phone, sorry for all typo's. Am 19.11.2010 um 18:06 schrieb Jesse Vincent : > > > > On Fri, Nov 19, 2010 at 08:41:36AM +0100, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: >> Hi RT Users, >> today i figured out on a fresh RT 3.8.8 installation, that a group with only ShowConfigTab Right granted globally is able to see all users without having the right AdminUsers. All other Options like Groups/Queues/CF's are not display any information, only the Admin/Users is listing all. > > Go into the Users tab on a ticket and do a search for users. From jesse at bestpractical.com Fri Nov 19 13:02:50 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 19 Nov 2010 13:02:50 -0500 Subject: [rt-users] ShowConfigTab right shows too many Information In-Reply-To: <8D9BE821-0960-40FE-891A-8EA4BE498E95@googlemail.com> References: <16426EA38D57E74CB1DE5A6AE1DB039402FE18CA@w3hamboex11.ger.win.int.kn> <20101119170654.GQ7767@bestpractical.com> <8D9BE821-0960-40FE-891A-8EA4BE498E95@googlemail.com> Message-ID: <20101119180249.GV7767@bestpractical.com> On Fri, Nov 19, 2010 at 07:02:03PM +0100, Torsten Brumm wrote: > Hi Jesse, > I think i explaned it wrong. Not Inside Tickets is the Problem, it is Inside the admin/Users/ Part. They can See all Users without the right adminusers. No, you explained it right. I was saying that regular staff users can get the same data from regular user search on a ticket. From jesse at bestpractical.com Fri Nov 19 13:13:31 2010 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 19 Nov 2010 13:13:31 -0500 Subject: [rt-users] RT Mobile UI 0.99 In-Reply-To: References: <4CE18BF8.7090604@bnl.gov> Message-ID: <20101119181331.GY7767@bestpractical.com> I've just pushed 1.00 to CPAN. tell me if it deals right. On Tue, Nov 16, 2010 at 09:02:18AM +0000, G.Booth wrote: > Hi Jason > > >I asked the same thing last week, but updating to version 0.99 > >from CPAN fixed it for me, the mobile browser is automatically > >redirected to the mobile ticket show URL. > > It seems to be semi-fixed for me, used to get the error that's been > discussed: > > Can't call method "id" on an undefined value at /opt/rt3/local/plugins/RT-Extension-MobileUI/html/Callbacks/RT-Extension-MobileUI/Ticket/Display.html/Initial > line 4. > > This has now stopped, but I cant get the url to go to the ticket :-[ > > > > >I am seeing the same problem that John Arends reported though, the > >link to switch to the full interface does not work for me. I > >tried adding a / after m, but it didn't fix it for me. However, > >if I add the full /index.html after the m, then it does work for > >me: > > > >RT->Config->Get('WebPath')%>/m/index.html?NotMobile=1 > > > >~Jason > > Got this one too :-[ > > regards > > garry -- From tanguy.lagroy at bt.com Fri Nov 19 13:16:08 2010 From: tanguy.lagroy at bt.com (tanguy.lagroy at bt.com) Date: Fri, 19 Nov 2010 18:16:08 +0000 Subject: [rt-users] Add group membership via CLI In-Reply-To: <20101119173816.GM3795@easter-eggs.com> References: <82B2A0A07D3046468C56B9477A2622B43316AF9AAA@EMV65-UKRD.domain1.systemhost.net> <20101119173816.GM3795@easter-eggs.com> Message-ID: Thanks for your help Emmanuel. What's the better ? Perl script or mysql script ? Tanguy Le 19 nov. 2010 ? 18:38, "Emmanuel Lacour" a ?crit : > On Fri, Nov 19, 2010 at 08:37:22AM +0000, tanguy.lagroy at bt.com wrote: >> Dear Community, >> >> I currently setup script to create users from CSV file via CLI, and also add the users to and existing group. >> >> The first part is working fine with command : >> /opt/rt3/bin/rt create -t users add Name=$name EmailAddress=$email Password=$pass Privileged=$priv Organization=$orga RealName="\"$realname\"" >> >> But the command to add group member doesn't work : >> /opt/rt3/bin/rt edit group/mygroup add Members=$name >> >> I try the several syntax, but none works: >> - Members=$email >> - Members="realname <$email>" >> - Members=user/id >> - etc >> >> The output says : >> # members: Unkown field >> # group xxxx updated >> >> Can anyone help me, please ? >> > > well reading this part of rt code, it doesn't seems you can update groups members > with rt cli (only display members) :( > > I would do this using a custom script ;) > From torsten.brumm at googlemail.com Fri Nov 19 13:39:20 2010 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Fri, 19 Nov 2010 19:39:20 +0100 Subject: [rt-users] ShowConfigTab right shows too many Information In-Reply-To: <20101119180249.GV7767@bestpractical.com> References: <16426EA38D57E74CB1DE5A6AE1DB039402FE18CA@w3hamboex11.ger.win.int.kn> <20101119170654.GQ7767@bestpractical.com> <8D9BE821-0960-40FE-891A-8EA4BE498E95@googlemail.com> <20101119180249.GV7767@bestpractical.com> Message-ID: Ah, understood, so it's a Feature. Was only confused. Thanks Sent from my phone, sorry for all typo's. Am 19.11.2010 um 19:02 schrieb Jesse Vincent : > > > > On Fri, Nov 19, 2010 at 07:02:03PM +0100, Torsten Brumm wrote: >> Hi Jesse, >> I think i explaned it wrong. Not Inside Tickets is the Problem, it is Inside the admin/Users/ Part. They can See all Users without the right adminusers. > > No, you explained it right. I was saying that regular staff users can get the same data from regular user search on a ticket. From torsten.brumm at googlemail.com Fri Nov 19 13:55:21 2010 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Fri, 19 Nov 2010 19:55:21 +0100 Subject: [rt-users] RT and mySQL cluster? In-Reply-To: References: Message-ID: Hi Thierry, you should tell us more about your setup, Hardware Sizing and so on. How many (concurrent) users etc. Don't think, that you will solve your problems with a mysql cluster...... Torsten 2010/11/19 Thierry Thelliez > Hello all, > > Has anyone some experience running RT on top of MySQL Cluster? > Feasible? Overkill? Any issues? > > We think that with our application we will see peaks/burts of tickets > submissions. We want to be able to absorb these peaks safely. > > Cheers, > Thierry > -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Fri Nov 19 14:08:18 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 19 Nov 2010 20:08:18 +0100 Subject: [rt-users] Add group membership via CLI In-Reply-To: References: <82B2A0A07D3046468C56B9477A2622B43316AF9AAA@EMV65-UKRD.domain1.systemhost.net> <20101119173816.GM3795@easter-eggs.com> Message-ID: <20101119190818.GN3795@easter-eggs.com> On Fri, Nov 19, 2010 at 06:16:08PM +0000, tanguy.lagroy at bt.com wrote: > Thanks for your help Emmanuel. > What's the better ? Perl script or mysql script ? > Perl script using the RT API, sample untested code, without error checking (get it with ($val, $msg) = method; die $msg unless ( $val ); ): #!/usr/bin/perl -w use strict; use lib "/home/rt/rt/lib"; use RT; use RT::Interface::CLI qw( CleanEnv ); CleanEnv(); RT::LoadConfig(); RT::Init(); my $User = RT::User->new ( $RT::SystemUser ); $User->Create( Name => NAME, EmailAddress => EMAIL, ... ); my $Group = RT::Group->new ( $RT::SystemUser ); $Group->LoadUserDefinedGroup( GROUPNAME ); $Group->AddMember( $User->PrincipalObj->Id ); From tanguy.lagroy at bt.com Fri Nov 19 14:14:36 2010 From: tanguy.lagroy at bt.com (tanguy.lagroy at bt.com) Date: Fri, 19 Nov 2010 19:14:36 +0000 Subject: [rt-users] RT and mySQL cluster? In-Reply-To: References: Message-ID: <3C2F99DC-C65F-4734-8885-7A1B20F2C171@bt.com> Hi Thierry, I successfull experience RT cluster on Mysql cluster All works fine on debian lenny with heartbeat (Linux HA) + DRBD (raid 1 over IP - block synchronization). The /var/lib/mysql is installed on DRBD partition Apache and RT config are setup identically on both cluster node. Regards Tanguy Le 19 nov. 2010 ? 19:56, "Torsten Brumm" > a ?crit : Hi Thierry, you should tell us more about your setup, Hardware Sizing and so on. How many (concurrent) users etc. Don't think, that you will solve your problems with a mysql cluster...... Torsten 2010/11/19 Thierry Thelliez <thierry.thelliez.tech at gmail.com> Hello all, Has anyone some experience running RT on top of MySQL Cluster? Feasible? Overkill? Any issues? We think that with our application we will see peaks/burts of tickets submissions. We want to be able to absorb these peaks safely. Cheers, Thierry -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de From thierry.thelliez.tech at gmail.com Fri Nov 19 16:15:40 2010 From: thierry.thelliez.tech at gmail.com (Thierry Thelliez) Date: Fri, 19 Nov 2010 14:15:40 -0700 Subject: [rt-users] RT and mySQL cluster? In-Reply-To: <3C2F99DC-C65F-4734-8885-7A1B20F2C171@bt.com> References: <3C2F99DC-C65F-4734-8885-7A1B20F2C171@bt.com> Message-ID: Thanks all for the quick answers. In terms of sizing, we could have several thousands (max = 10,000; more realistically 3,000) tickets submissions within a day. They will not be nicely spread during the day. Some hours might be a lot busier than others. Each ticket will have at least one attachment (about 1 to 3 mb each). I am just starting to learn about MySQL Cluster, trying to find an architecture that could be robust enough to minimize data loss in case of failure. In other words, we do not want to lose hours of submitted tickets if something bad happens. Likewise, we want to provide continuity of operations even if a server goes down. >From what I read in this forum, RT should be fine with the volume assuming a decent server. My concern is more about robustness. Thanks for your comments and suggestions. Thierry From thierry.thelliez.tech at gmail.com Fri Nov 19 16:27:01 2010 From: thierry.thelliez.tech at gmail.com (Thierry Thelliez) Date: Fri, 19 Nov 2010 14:27:01 -0700 Subject: [rt-users] RT and mySQL cluster? In-Reply-To: References: <3C2F99DC-C65F-4734-8885-7A1B20F2C171@bt.com> Message-ID: And to respond to Emmanuel's question about queues/group/privileged users, this is a simple setup... 2 queues, 5 groups, and a dozen privileged users and few hundred unprivileged ones. So I understand that this is ok? Thierry Thelliez From edropps at itasoftware.com Fri Nov 19 16:31:00 2010 From: edropps at itasoftware.com (Eric Dropps) Date: Fri, 19 Nov 2010 16:31:00 -0500 (EST) Subject: [rt-users] RT and mySQL cluster? In-Reply-To: References: <3C2F99DC-C65F-4734-8885-7A1B20F2C171@bt.com> Message-ID: <007601cb8831$0f7e46a0$2e7ad3e0$@itasoftware.com> You can always just use MySQL replication to keep a hot backup of the DB on another server/site. This is what we do, and it works out pretty well. Failover isn't automated in any fashion, but in theory would just be a config change to point to the new DB server. -Eric -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thierry Thelliez Sent: Friday, November 19, 2010 4:16 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT and mySQL cluster? Thanks all for the quick answers. In terms of sizing, we could have several thousands (max = 10,000; more realistically 3,000) tickets submissions within a day. They will not be nicely spread during the day. Some hours might be a lot busier than others. Each ticket will have at least one attachment (about 1 to 3 mb each). I am just starting to learn about MySQL Cluster, trying to find an architecture that could be robust enough to minimize data loss in case of failure. In other words, we do not want to lose hours of submitted tickets if something bad happens. Likewise, we want to provide continuity of operations even if a server goes down. >From what I read in this forum, RT should be fine with the volume assuming a decent server. My concern is more about robustness. Thanks for your comments and suggestions. Thierry From smcclure at rice.edu Fri Nov 19 16:31:19 2010 From: smcclure at rice.edu (Susan McClure) Date: Fri, 19 Nov 2010 15:31:19 -0600 Subject: [rt-users] Extension cloneticket-withdata install on 3.8.8 Message-ID: <4CE6ECA7.7010201@rice.edu> I am having problems with the install of the Extension cloneticket-withdata (using 892fcbe source ), on RT 3.8.8 When I run: perl Makefile.PL I receive the error: > Can't locate inc/Module/Install.pm in @INC (@INC contains: > /usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl > /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl > /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 > .) at Makefile.PL line 1. My perl includes: perl -V > Summary of my perl5 (revision 5 version 8 subversion 8) configuration: > Platform: > osname=linux, osvers=2.6.18-128.1.10.el5, > archname=x86_64-linux-thread-multi > uname='linux ls20-bc2-13.build.redhat.com 2.6.18-128.1.10.el5 #1 > smp wed apr 29 13:53:08 edt 2009 x86_64 x86_64 x86_64 gnulinux ' ............ ...................... > Built under linux > Compiled at Jul 2 2009 05:49:38 > @INC: > /usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.8 > /usr/lib/perl5/site_perl > /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.8 > /usr/lib/perl5/vendor_perl > /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi > /usr/lib/perl5/5.8.8 > . Any suggestions on how to fix it?? From what I read, cloneticket-withdata is the updated/improved version of the old Extension-ForkTicket. Thanks From jarends at illinois.edu Fri Nov 19 16:54:52 2010 From: jarends at illinois.edu (John Arends) Date: Fri, 19 Nov 2010 15:54:52 -0600 Subject: [rt-users] RT Mobile UI 0.99 In-Reply-To: <20101119181331.GY7767@bestpractical.com> References: <4CE18BF8.7090604@bnl.gov> <20101119181331.GY7767@bestpractical.com> Message-ID: <4CE6F22C.8020508@illinois.edu> This solves the problem I was having with the non-mobile browser link. On 11/19/10 12:13 PM, Jesse Vincent wrote: > I've just pushed 1.00 to CPAN. tell me if it deals right. > > > On Tue, Nov 16, 2010 at 09:02:18AM +0000, G.Booth wrote: >> Hi Jason >> >>> I asked the same thing last week, but updating to version 0.99 >> >from CPAN fixed it for me, the mobile browser is automatically >>> redirected to the mobile ticket show URL. >> It seems to be semi-fixed for me, used to get the error that's been >> discussed: >> >> Can't call method "id" on an undefined value at /opt/rt3/local/plugins/RT-Extension-MobileUI/html/Callbacks/RT-Extension-MobileUI/Ticket/Display.html/Initial >> line 4. >> >> This has now stopped, but I cant get the url to go to the ticket :-[ >> >>> I am seeing the same problem that John Arends reported though, the >>> link to switch to the full interface does not work for me. I >>> tried adding a / after m, but it didn't fix it for me. However, >>> if I add the full /index.html after the m, then it does work for >>> me: >>> >>> RT->Config->Get('WebPath')%>/m/index.html?NotMobile=1 >>> >>> ~Jason >> Got this one too :-[ >> >> regards >> >> garry -- John Arends jarends at illinois.edu Network Analyst College of ACES ITCS University of Illinois at Urbana-Champaign From smithj4 at bnl.gov Fri Nov 19 17:00:29 2010 From: smithj4 at bnl.gov (Jason A. Smith) Date: Fri, 19 Nov 2010 17:00:29 -0500 Subject: [rt-users] RT Mobile UI 0.99 In-Reply-To: <4CE6F22C.8020508@illinois.edu> References: <4CE18BF8.7090604@bnl.gov> <20101119181331.GY7767@bestpractical.com> <4CE6F22C.8020508@illinois.edu> Message-ID: <4CE6F37D.7030302@bnl.gov> On 11/19/2010 04:54 PM, John Arends wrote: > This solves the problem I was having with the non-mobile browser link. Works for me too, thanks Jesse. ~Jason > On 11/19/10 12:13 PM, Jesse Vincent wrote: >> I've just pushed 1.00 to CPAN. tell me if it deals right. >> >> >> On Tue, Nov 16, 2010 at 09:02:18AM +0000, G.Booth wrote: >>> Hi Jason >>> >>>> I asked the same thing last week, but updating to version 0.99 >>> >from CPAN fixed it for me, the mobile browser is automatically >>>> redirected to the mobile ticket show URL. >>> It seems to be semi-fixed for me, used to get the error that's been >>> discussed: >>> >>> Can't call method "id" on an undefined value at >>> /opt/rt3/local/plugins/RT-Extension-MobileUI/html/Callbacks/RT-Extension-MobileUI/Ticket/Display.html/Initial >>> >>> line 4. >>> >>> This has now stopped, but I cant get the url to go to the ticket :-[ >>> >>>> I am seeing the same problem that John Arends reported though, the >>>> link to switch to the full interface does not work for me. I >>>> tried adding a / after m, but it didn't fix it for me. However, >>>> if I add the full /index.html after the m, then it does work for >>>> me: >>>> >>>> RT->Config->Get('WebPath')%>/m/index.html?NotMobile=1 >>>> >>>> ~Jason >>> Got this one too :-[ >>> >>> regards >>> >>> garry > > -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 4068 bytes Desc: S/MIME Cryptographic Signature URL: From elacour at easter-eggs.com Fri Nov 19 17:10:57 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 19 Nov 2010 23:10:57 +0100 Subject: [rt-users] RT and mySQL cluster? In-Reply-To: <3C2F99DC-C65F-4734-8885-7A1B20F2C171@bt.com> References: <3C2F99DC-C65F-4734-8885-7A1B20F2C171@bt.com> Message-ID: <20101119221056.GO3795@easter-eggs.com> On Fri, Nov 19, 2010 at 07:14:36PM +0000, tanguy.lagroy at bt.com wrote: > Hi Thierry, > > I successfull experience RT cluster on Mysql cluster > All works fine on debian lenny with heartbeat (Linux HA) + DRBD (raid 1 over IP - block synchronization). > > The /var/lib/mysql is installed on DRBD partition > Apache and RT config are setup identically on both cluster node. > speaking of DB, you're not using the "cluster" mode of MySQL, you have just a failover between those two servers which is IMHO a good setup for failover ;) From elacour at easter-eggs.com Fri Nov 19 17:14:02 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 19 Nov 2010 23:14:02 +0100 Subject: [rt-users] RT and mySQL cluster? In-Reply-To: References: <3C2F99DC-C65F-4734-8885-7A1B20F2C171@bt.com> Message-ID: <20101119221402.GP3795@easter-eggs.com> On Fri, Nov 19, 2010 at 02:15:40PM -0700, Thierry Thelliez wrote: > Thanks all for the quick answers. > > In terms of sizing, we could have several thousands (max = 10,000; > more realistically 3,000) tickets submissions within a day. They will > not be nicely spread during the day. Some hours might be a lot busier > than others. Each ticket will have at least one attachment (about 1 to > 3 mb each). > you have to do benchmark, but here "cluster" mode of MySQL will not help at all (to my knowledge it may decrease performances). here I will go with good hardware (RAID 10) and one DB. > I am just starting to learn about MySQL Cluster, trying to find an > architecture that could be robust enough to minimize data loss in case > of failure. In other words, we do not want to lose hours of submitted > tickets if something bad happens. Likewise, we want to provide > continuity of operations even if a server goes down. > using RT on a failover architecture is pretty easy and a good idea. You just have to setup either a master/slave MySQL configuration, or drbd, or a hot backup MySQL. From elacour at easter-eggs.com Fri Nov 19 17:14:31 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 19 Nov 2010 23:14:31 +0100 Subject: [rt-users] RT and mySQL cluster? In-Reply-To: References: <3C2F99DC-C65F-4734-8885-7A1B20F2C171@bt.com> Message-ID: <20101119221431.GQ3795@easter-eggs.com> On Fri, Nov 19, 2010 at 02:27:01PM -0700, Thierry Thelliez wrote: > And to respond to Emmanuel's question about queues/group/privileged > users, this is a simple setup... 2 queues, 5 groups, and a dozen > privileged users and few hundred unprivileged ones. So I understand > that this is ok? > yes ;) From torsten.brumm at googlemail.com Sat Nov 20 02:11:44 2010 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Sat, 20 Nov 2010 08:11:44 +0100 Subject: [rt-users] RT and mySQL cluster? In-Reply-To: References: <3C2F99DC-C65F-4734-8885-7A1B20F2C171@bt.com> Message-ID: <785FCAC9-7F3D-4ED4-B581-71CA9D5F65B6@googlemail.com> Sounds like a Overkill for your setup. Think MySQL Master/Slave is what you are looking for like Emmanuel Said. Torsten Sent from my phone, sorry for all typo's. Am 19.11.2010 um 22:27 schrieb Thierry Thelliez : > And to respond to Emmanuel's question about queues/group/privileged > users, this is a simple setup... 2 queues, 5 groups, and a dozen > privileged users and few hundred unprivileged ones. So I understand > that this is ok? > > > Thierry Thelliez From wac at yellowhippy.com Sun Nov 21 17:01:25 2010 From: wac at yellowhippy.com (Christian Wawrzinek) Date: Sun, 21 Nov 2010 23:01:25 +0100 (CET) Subject: [rt-users] RT and Plesk on same Server Message-ID: <3fe2584c10e1f620b1a8b03b8e919580.squirrel@hosting.yellowhippy.de> Hello everyone, we are currently running Plesk (9.5.2) on our Debian Server. A while ago we looked more closly into RT. The question is, is it possible to have Plesk and RT installed on the same server? The reason we want to do this, is that we, yet, do not know if our customers will accept RT and we would like to keep our existing infrastructure as it is. Currently issues are reported to support at sld.tld and if possible we would like to keep it that way (no extra subdomain like rt.sld.tld). Hints on where to start looking are appreciated as well. Thank you for your help, Chris From falcone at bestpractical.com Sun Nov 21 14:17:38 2010 From: falcone at bestpractical.com (Kevin Falcone) Date: Sun, 21 Nov 2010 14:17:38 -0500 Subject: [rt-users] Extension cloneticket-withdata install on 3.8.8 In-Reply-To: <4CE6ECA7.7010201@rice.edu> References: <4CE6ECA7.7010201@rice.edu> Message-ID: <20101121191738.GA52083@jibsheet.com> On Fri, Nov 19, 2010 at 03:31:19PM -0600, Susan McClure wrote: > I am having problems with the install of the Extension > cloneticket-withdata (using 892fcbe source ), on RT 3.8.8 If you're building from git, you likely need to install Module::Install:RTx (which will also get you Module::Install) The git repo doesn't contain inc/ which would be shipped in a release tarball -kevin > When I run: perl Makefile.PL > I receive the error: > > >Can't locate inc/Module/Install.pm in @INC (@INC contains: > >/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi > >/usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl > >/usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi > >/usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl > >/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi > >/usr/lib/perl5/5.8.8 .) at Makefile.PL line 1. > > My perl includes: > perl -V > > >Summary of my perl5 (revision 5 version 8 subversion 8) configuration: > > Platform: > > osname=linux, osvers=2.6.18-128.1.10.el5, > >archname=x86_64-linux-thread-multi > > uname='linux ls20-bc2-13.build.redhat.com 2.6.18-128.1.10.el5 > >#1 smp wed apr 29 13:53:08 edt 2009 x86_64 x86_64 x86_64 gnulinux > >' > ............ > ...................... > >Built under linux > > Compiled at Jul 2 2009 05:49:38 > > @INC: > > /usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi > > /usr/lib/perl5/site_perl/5.8.8 > > /usr/lib/perl5/site_perl > > /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi > > /usr/lib/perl5/vendor_perl/5.8.8 > > /usr/lib/perl5/vendor_perl > > /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi > > /usr/lib/perl5/5.8.8 > > . > > Any suggestions on how to fix it?? From what I read, > cloneticket-withdata is the > updated/improved version of the old Extension-ForkTicket. > > Thanks -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From G.Booth at lboro.ac.uk Mon Nov 22 05:29:34 2010 From: G.Booth at lboro.ac.uk (G.Booth) Date: Mon, 22 Nov 2010 10:29:34 +0000 Subject: [rt-users] RT Mobile UI 0.99 References: <4CE18BF8.7090604@bnl.gov> Message-ID: Hi Jesse Second issue (not using a mobile link) is fixed. First issue still remains. Im hand crafting a url for testing on our test system of this format (taken from our live system outgoing emails): https://testsystem/Ticket/Display.html?id=175671 Is this sort of URL still valid? It doesnt error, just takes me to the mobile index page regards Garry On Fri, 19 Nov 2010 13:13:31 -0500 Jesse Vincent wrote: > I've just pushed 1.00 to CPAN. tell me if it deals >right. > > > On Tue, Nov 16, 2010 at 09:02:18AM +0000, G.Booth wrote: >> Hi Jason >> >> >I asked the same thing last week, but updating to >>version 0.99 >> >from CPAN fixed it for me, the mobile browser is >>automatically >> >redirected to the mobile ticket show URL. >> >> It seems to be semi-fixed for me, used to get the error >>that's been >> discussed: >> >> Can't call method "id" on an undefined value at >>/opt/rt3/local/plugins/RT-Extension-MobileUI/html/Callbacks/RT-Extension-MobileUI/Ticket/Display.html/Initial >> line 4. >> >> This has now stopped, but I cant get the url to go to >>the ticket :-[ >> >> > >> >I am seeing the same problem that John Arends reported >>though, the >> >link to switch to the full interface does not work for >>me. I >> >tried adding a / after m, but it didn't fix it for me. >> However, >> >if I add the full /index.html after the m, then it does >>work for >> >me: >> > >> >RT->Config->Get('WebPath')%>/m/index.html?NotMobile=1 >> > >> >~Jason >> >> Got this one too :-[ >> >> regards >> >> garry > > -- -- Dr Garry Booth IT Services Loughborough University From tanguy.lagroy at bt.com Mon Nov 22 05:52:51 2010 From: tanguy.lagroy at bt.com (tanguy.lagroy at bt.com) Date: Mon, 22 Nov 2010 10:52:51 +0000 Subject: [rt-users] Add group membership via CLI In-Reply-To: <20101119190818.GN3795@easter-eggs.com> References: <82B2A0A07D3046468C56B9477A2622B43316AF9AAA@EMV65-UKRD.domain1.systemhost.net> <20101119173816.GM3795@easter-eggs.com> <20101119190818.GN3795@easter-eggs.com> Message-ID: <82B2A0A07D3046468C56B9477A2622B43316E79398@EMV65-UKRD.domain1.systemhost.net> Thanks Emmanuel, It works fine. Here's my script (for everybody) reading a CSV file (also used by a rtadduser.sh script) : #!/usr/bin/perl -w # Utilisation : ./rtgroupmember.pl GROUPNAME # Attention : Le fichier list.txt doit ?tre correctement rempli use strict; use lib "/opt/rt3/lib"; use RT; use RT::User; use RT::Interface::CLI; RT::LoadConfig(); RT::Init(); my ($file, $field1, $field2, $field3, $field4, $field5, $field6); my $user = new RT::User($RT::SystemUser); my $group = new RT::Group($RT::SystemUser); my $inputgroup = $ARGV[0]; $group->LoadUserDefinedGroup( $inputgroup ); $file = '/home/ipoc/scripts/list.txt'; open (F, $file) || die ("Could not open $file!"); while () { ($field1, $field2, $field3, $field4, $field5, $field6) = split(',', $_); $user->Load( $field1 ); $group->AddMember( $user->PrincipalObj->Id ); #print $user->PrincipalObj->Id ."\n"; } close (F); The CSV file contain : # name,email,password,organization,realname,privileged(0-1) user.example,user at domain,xxxxx,domain,User EXAMPLE,1 Best Regards, Tanguy -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Emmanuel Lacour Sent: vendredi 19 novembre 2010 20:08 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Add group membership via CLI On Fri, Nov 19, 2010 at 06:16:08PM +0000, tanguy.lagroy at bt.com wrote: > Thanks for your help Emmanuel. > What's the better ? Perl script or mysql script ? > Perl script using the RT API, sample untested code, without error checking (get it with ($val, $msg) = method; die $msg unless ( $val ); ): #!/usr/bin/perl -w use strict; use lib "/home/rt/rt/lib"; use RT; use RT::Interface::CLI qw( CleanEnv ); CleanEnv(); RT::LoadConfig(); RT::Init(); my $User = RT::User->new ( $RT::SystemUser ); $User->Create( Name => NAME, EmailAddress => EMAIL, ... ); my $Group = RT::Group->new ( $RT::SystemUser ); $Group->LoadUserDefinedGroup( GROUPNAME ); $Group->AddMember( $User->PrincipalObj->Id ); From wolfram.huettermann at desy.de Mon Nov 22 06:06:35 2010 From: wolfram.huettermann at desy.de (Wolfram Huettermann) Date: Mon, 22 Nov 2010 12:06:35 +0100 Subject: [rt-users] ProcessCustomfieldUpdates in a perl shell script Message-ID: <4CEA4EBB.5080506@desy.de> Hello, I have got one very short question. Which module should I use and which paths should I shift in @INC, so that I can use the function ProcessCustomFieldUpdates in a perl shell script, an executable .pl from the shell? I have not received any information by the internet, yet. Thanks in advance, Wolfram From wolfram.huettermann at desy.de Mon Nov 22 06:21:40 2010 From: wolfram.huettermann at desy.de (Wolfram Huettermann) Date: Mon, 22 Nov 2010 12:21:40 +0100 Subject: [rt-users] Problems with user custom fields still unaswered #1 Message-ID: <4CEA5244.3000802@desy.de> Hello, It is sorry that nobody has answered this problem, yet. I will describe it again: I habe a use with the real name "Max Mustermann" with the id #13159. He possesses a user custom field with the id #17 and the name "test". It is a text field and its value is "foo". It is supposed to be empty for all other users. One day, I change that costumfield of that user to "bar" and I have a collection of Users called $Users which I intend to limit that way: $Users->LimitCustomField( "CUSTOMFIELD" => 17, "OPERATOR" => "=", "VALUE" => "foo"); The very trouble is that this collection still enlists "Max Mustermann" as "foo" is a former customfield value of the customfield #17. This is not very helpful. Nevertheless, I want to enlist all users whose CURRENT value of customfield #17 is "foo". Is it possible? Or is it impossible? Thanks in advance, Wolfram From jnarins at seniorbridge.com Mon Nov 22 07:49:31 2010 From: jnarins at seniorbridge.com (Josh Narins) Date: Mon, 22 Nov 2010 07:49:31 -0500 Subject: [rt-users] ProcessCustomfieldUpdates in a perl shell script In-Reply-To: <4CEA4EBB.5080506@desy.de> References: <4CEA4EBB.5080506@desy.de> Message-ID: find . -type f | xargs grep "sub ProcessCustomFieldUpdates" at the top of your RT install tree, should do the trick. > Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnarins at seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.-----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Wolfram Huettermann > Sent: Monday, November 22, 2010 6:07 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] ProcessCustomfieldUpdates in a perl shell script > > Hello, > > I have got one very short question. Which module should I use and which > paths should I shift in @INC, so that I can use the function > ProcessCustomFieldUpdates in a perl shell script, an executable .pl > from > the shell? > > I have not received any information by the internet, yet. > > Thanks in advance, > > Wolfram > From Ingo.Itter at ages.de Mon Nov 22 07:53:17 2010 From: Ingo.Itter at ages.de (Ingo.Itter at ages.de) Date: Mon, 22 Nov 2010 13:53:17 +0100 Subject: [rt-users] numeric search RTFM Message-ID: Hello, i try to search an RTFM Articel with the Topic "Error Number 8016" by i've got no results. I think, if i query a nummer, the system search only Articel Numbers ? Is that true and how can i search numeric Phases ? Greetings from Germany Ingo _______________________________________________________________________ Gesch?ftsf?hrer: Rolf Herzog, Thomas Benk AGES Maut System GmbH & Co. KG AG D?sseldorf HRA 14045, USt-IdNr.: DE 202525868 AGES International GmbH & Co. KG AG D?sseldorf HRA 16636, USt-IdNr.: DE 813749831 AGES ETS GmbH AG D?sseldorf HRB 55580, USt-IdNr.: DE 814789134 -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Mon Nov 22 08:19:37 2010 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 22 Nov 2010 14:19:37 +0100 Subject: [rt-users] ProcessCustomfieldUpdates in a perl shell script In-Reply-To: <4CEA4EBB.5080506@desy.de> References: <4CEA4EBB.5080506@desy.de> Message-ID: <20101122131937.GD2625@easter-eggs.com> On Mon, Nov 22, 2010 at 12:06:35PM +0100, Wolfram Huettermann wrote: > Hello, > > I have got one very short question. Which module should I use and > which paths should I shift in @INC, so that I can use the function > ProcessCustomFieldUpdates in a perl shell script, an executable .pl > from the shell? > it lives in RT::Interface::Web (lib/RT/Interface/Web.pm). From muellejo at aschendorff.de Mon Nov 22 08:30:54 2010 From: muellejo at aschendorff.de (muellejo at aschendorff.de) Date: Mon, 22 Nov 2010 14:30:54 +0100 Subject: [rt-users] RTx::BecomeUser vs RT::Authen::ExternalAuth In-Reply-To: References: Message-ID: <20101122143054.77b3b46e@braindead.world.tld> Hello Jerrad, I installed your BecomeUser version from http://search.cpan.org/~jpierce/RTx-BecomeUser-1.10_2/ but it does not appear in Configuration -> Tools unfortunately. I am using rt 3.8.8. with RT::Authen::ExternalAuth could this be the the problem ? I believe that files are in place and the permissions are fine. Or do I have to put something into the Set(@Plugins, qw/../); array ? # find $PWD | grep -i Become /data/rt3/local/man/auto/RTx/BecomeUser /data/rt3/local/man/auto/RTx/BecomeUser/.packlist /data/rt3/local/man/man3/RTx::BecomeUser.3pm /data/rt3/local/plugins/RTx-BecomeUser /data/rt3/local/plugins/RTx-BecomeUser/lib /data/rt3/local/plugins/RTx-BecomeUser/lib/RTx /data/rt3/local/plugins/RTx-BecomeUser/lib/RTx/BecomeUser.pm /data/rt3/local/plugins/RTx-BecomeUser/html /data/rt3/local/plugins/RTx-BecomeUser/html/Admin /data/rt3/local/plugins/RTx-BecomeUser/html/Admin/Tools /data/rt3/local/plugins/RTx-BecomeUser/html/Admin/Tools/BecomeUser.html /data/rt3/local/plugins/RTx-BecomeUser/html/Callbacks /data/rt3/local/plugins/RTx-BecomeUser/html/Callbacks/BecomeUserCallbacks /data/rt3/local/plugins/RTx-BecomeUser/html/Callbacks/BecomeUserCallbacks/Admin /data/rt3/local/plugins/RTx-BecomeUser/html/Callbacks/BecomeUserCallbacks/Admin/Elements /data/rt3/local/plugins/RTx-BecomeUser/html/Callbacks/BecomeUserCallbacks/Admin/Elements/UserTabs /data/rt3/local/plugins/RTx-BecomeUser/html/Callbacks/BecomeUserCallbacks/Admin/Elements/UserTabs/Default /data/rt3/local/plugins/RTx-BecomeUser/html/Callbacks/BecomeUserCallbacks/Admin/Elements/ToolTabs /data/rt3/local/plugins/RTx-BecomeUser/html/Callbacks/BecomeUserCallbacks/Admin/Elements/ToolTabs/Default Or is there another way using RT::Authen::ExternalAuth to become someone else in rt to test the permissions etc without having to change the password of the user ? Thanks in advance Joe From linedancer at gmail.com Mon Nov 22 09:26:26 2010 From: linedancer at gmail.com (Gary Holmes) Date: Mon, 22 Nov 2010 14:26:26 +0000 Subject: [rt-users] RT 3.8.4 - adding comments with Google Chrome Message-ID: Hi all, We're using RT 3.8.4 on Ubuntu 10.10. I've noticed recently that the textarea that is used to input comments on tickets is not displaying when I'm using Google Chrome. I have 9.0.587.0 but the issue occurred on releases prior to that. Nothing has changed for our setup except the updates to Chrome, so I'm assuming that it's related. If I use IE or Firefox - no problem. >From the source produced by .../Ticket/Update.html, in firefox: