From D.Obando at ehapa.de Tue Feb 1 03:52:49 2011 From: D.Obando at ehapa.de (Obando, David DE - EV) Date: Tue, 1 Feb 2011 09:52:49 +0100 Subject: [rt-users] Migration RT 3.6.3 to 3.8.8 Message-ID: <81D141237A54374E9E79CF14F96612A3029E719E@TXLEVD1-XCH03.ev.egmont.com> Hi all, I'm about to migrate an old RT 3.6.3 system on a new (virtual) machine with version 3.8.8. I imported the old database (MySQL) and run the upgrade-schema-Script, no problem with that. After setting up the new system I imported another dump from the old (still in use) system. All my customizations (RT at a glance, scrips, templates, queues) have been overwritten. Is there a RT way to kind of import a database without overwriting the customizations? Is it possible to only import certain tables? Thanks and regards, David David Obando IT Projektmanager -------------- next part -------------- An HTML attachment was scrubbed... URL: From johan.sjoberg at deltamanagement.se Tue Feb 1 03:55:39 2011 From: johan.sjoberg at deltamanagement.se (=?iso-8859-1?Q?Johan_Sj=F6berg?=) Date: Tue, 1 Feb 2011 09:55:39 +0100 Subject: [rt-users] Notification for reminders Message-ID: Hi. I have created some reminders in our RT system, but we get no notification at the time of the reminder. This means that we have to keep watching the Reminders field at "RT at a glance". Is it possible to configure RT to send out a notification e-mail to the admin-cc when a reminder occurs? /Johan -------------- next part -------------- An HTML attachment was scrubbed... URL: From chris.herrmann at faredge.com.au Tue Feb 1 04:20:46 2011 From: chris.herrmann at faredge.com.au (Chris Herrmann) Date: Tue, 1 Feb 2011 20:20:46 +1100 Subject: [rt-users] Passing date variables as dates from the CLI Message-ID: Hi Kevin, Thanks, yes I'm running it from a bash script which in turn is called from cron and the variables are substituting correctly, and I got my first automated rt queries last night on schedule :) . Next up is creating some more scheduled jobs that run through on a daily basis or maybe more often and look for content such as ****SPAM**** and deleting these, or auto-resolving tickets that are notifications about successful backup jobs that require no attention, for example. If anyone would like copies of the various scripts (bash wrapper + rt query + cron wrapper to run on the last day of the month) email me off list and I'll send you a copy. Regards, Chris Herrmann Far Edge Technology p. 02 84251400 m. 0403 393309 http://www.faredge.com.au -------------- next part -------------- An HTML attachment was scrubbed... URL: From bjoern.schulz at desy.de Tue Feb 1 04:51:37 2011 From: bjoern.schulz at desy.de (=?ISO-8859-15?Q?Bj=F6rn_Schulz?=) Date: Tue, 01 Feb 2011 10:51:37 +0100 Subject: [rt-users] problem with cf in spreadsheet download Message-ID: <4D47D7A9.4070402@desy.de> Hi! my rt version is 3.8.7 and I've a problem with cf's in downloaded spreadsheets. I've defined some cf's an filled them by scrips with dates after a status change. All looks fine. right data in right cf. But when we build a search and download the result by clicking the spreadsheet button in search results the data will be shown in wrong columns. In the web-Ui all looks fine. In cli all looks fine. Only the spreadsheet is wrong. Any hints are appreciated. Cheers, Bj?rn From mark at exonetric.com Tue Feb 1 06:31:41 2011 From: mark at exonetric.com (Mark Blackman) Date: Tue, 01 Feb 2011 11:31:41 +0000 Subject: [rt-users] including HTML attachments on a comment action Message-ID: <4D47EF1D.9020400@exonetric.com> Hi, We're using RT 3.6.7 in one setting and in particular, we'd like to be able to 1. submit a ticket via email with a single HTML attachment (already supported) 2. view the HTML attachment inline as HTML by default (nice, but not critial) for that ticket. 3. most importantly, on "comment", have the HTML attachment sent to the CC recipients as an HTML attachment (with little or no scrubbing) for that ticket in step (1). This is critical Despite using "RT-Attach-Message: yes" in the relevant template, this is not happening. Suggestions appreciated. Regards, Mark Blackman Exonetric From smithj4 at bnl.gov Tue Feb 1 06:45:38 2011 From: smithj4 at bnl.gov (Jason A. Smith) Date: Tue, 01 Feb 2011 06:45:38 -0500 Subject: [rt-users] including HTML attachments on a comment action In-Reply-To: <4D47EF1D.9020400@exonetric.com> References: <4D47EF1D.9020400@exonetric.com> Message-ID: <4D47F262.10200@bnl.gov> On 02/01/2011 06:31 AM, Mark Blackman wrote: > Hi, > > We're using RT 3.6.7 in one setting and in particular, we'd like to be > able to > > 1. submit a ticket via email with a single HTML attachment (already > supported) > > 2. view the HTML attachment inline as HTML by default (nice, but not > critial) for that ticket. > > 3. most importantly, on "comment", have the HTML attachment sent to > the CC recipients as an HTML attachment (with little or no scrubbing) > for that ticket in step (1). This is critical > > Despite using "RT-Attach-Message: yes" in the relevant template, this > is not happening. > > Suggestions appreciated. I am not sure if this is possible in rt-3.6.x, but 3.8 added much better html support, see: docs/templates.pod Basically, in your templates, make sure the top contains: Content-Type: text/html and near the bottom where the message content is added, it has to be changed to: {$Transaction->Content(Type => 'text/html')} From falcone at bestpractical.com Tue Feb 1 07:01:32 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 1 Feb 2011 07:01:32 -0500 Subject: [rt-users] Migration RT 3.6.3 to 3.8.8 In-Reply-To: <81D141237A54374E9E79CF14F96612A3029E719E@TXLEVD1-XCH03.ev.egmont.com> References: <81D141237A54374E9E79CF14F96612A3029E719E@TXLEVD1-XCH03.ev.egmont.com> Message-ID: <20110201120132.GN70280@jibsheet.com> On Tue, Feb 01, 2011 at 09:52:49AM +0100, Obando, David DE - EV wrote: > Hi all, > > I'm about to migrate an old RT 3.6.3 system on a new (virtual) machine with version 3.8.8. > > I imported the old database (MySQL) and run the upgrade-schema-Script, no problem with that. > After setting up the new system I imported another dump from the old (still in use) system. > All my customizations (RT at a glance, scrips, templates, queues) have been overwritten. > > Is there a RT way to kind of import a database without overwriting the customizations? Is it > possible to only import certain tables? It sounds like you ran the 3.8 initialize step on top of your old data. You want to bring your database over, import it and run the rt-setup-database upgrade step (along with everything in UPGRADING.mysql) -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Feb 1 07:02:04 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 1 Feb 2011 07:02:04 -0500 Subject: [rt-users] Notification for reminders In-Reply-To: References: Message-ID: <20110201120204.GO70280@jibsheet.com> On Tue, Feb 01, 2011 at 09:55:39AM +0100, Johan Sj?berg wrote: > I have created some reminders in our RT system, but we get no notification at the time of the > reminder. This means that we have to keep watching the Reminders field at "RT at a glance". Is > it possible to configure RT to send out a notification e-mail to the admin-cc when a reminder > occurs? This isn't a built-in feature of reminders, but you could use a dashboard to do it -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Feb 1 07:03:30 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 1 Feb 2011 07:03:30 -0500 Subject: [rt-users] problem with cf in spreadsheet download In-Reply-To: <4D47D7A9.4070402@desy.de> References: <4D47D7A9.4070402@desy.de> Message-ID: <20110201120330.GP70280@jibsheet.com> On Tue, Feb 01, 2011 at 10:51:37AM +0100, Bj?rn Schulz wrote: > my rt version is 3.8.7 and I've a problem with cf's in downloaded > spreadsheets. > > I've defined some cf's an filled them by scrips with dates after a > status change. All looks fine. right data in right cf. > But when we build a search and download the result by clicking the > spreadsheet button in search results the data will be shown in wrong > columns. > > In the web-Ui all looks fine. > In cli all looks fine. > Only the spreadsheet is wrong. This sounds like a bug I fixed in 3.8.8 If you can't upgrade, you should be able to find the patch in git by comparing changes between 3.8.7 and 3.8.8 for Results.tsv -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Feb 1 07:04:38 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 1 Feb 2011 07:04:38 -0500 Subject: [rt-users] including HTML attachments on a comment action In-Reply-To: <4D47EF1D.9020400@exonetric.com> References: <4D47EF1D.9020400@exonetric.com> Message-ID: <20110201120438.GQ70280@jibsheet.com> On Tue, Feb 01, 2011 at 11:31:41AM +0000, Mark Blackman wrote: > Hi, > > We're using RT 3.6.7 in one setting and in particular, we'd like to > be able to > > 1. submit a ticket via email with a single HTML attachment (already > supported) > > 2. view the HTML attachment inline as HTML by default (nice, but not > critial) for that ticket. > > 3. most importantly, on "comment", have the HTML attachment sent to > the CC recipients as an HTML attachment (with little or no scrubbing) > for that ticket in step (1). This is critical > > Despite using "RT-Attach-Message: yes" in the relevant template, this > is not happening. RT-Attach-Message attaches attachments from the current transaction. It *sounds* like you added the attachment in Create or a previous comment? -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From mark at exonetric.com Tue Feb 1 07:13:21 2011 From: mark at exonetric.com (Mark Blackman) Date: Tue, 1 Feb 2011 12:13:21 +0000 Subject: [rt-users] including HTML attachments on a comment action In-Reply-To: <20110201120438.GQ70280@jibsheet.com> References: <4D47EF1D.9020400@exonetric.com> <20110201120438.GQ70280@jibsheet.com> Message-ID: <4DF99A9A-12AD-4195-BD32-89DB753C8305@exonetric.com> On 1 Feb 2011, at 12:04, Kevin Falcone wrote: > On Tue, Feb 01, 2011 at 11:31:41AM +0000, Mark Blackman wrote: >> Hi, >> >> We're using RT 3.6.7 in one setting and in particular, we'd like to >> be able to >> >> 1. submit a ticket via email with a single HTML attachment (already >> supported) >> >> 2. view the HTML attachment inline as HTML by default (nice, but not >> critial) for that ticket. >> >> 3. most importantly, on "comment", have the HTML attachment sent to >> the CC recipients as an HTML attachment (with little or no scrubbing) >> for that ticket in step (1). This is critical >> >> Despite using "RT-Attach-Message: yes" in the relevant template, this >> is not happening. > > RT-Attach-Message attaches attachments from the current transaction. > It *sounds* like you added the attachment in Create or a previous > comment? That's right, the attachment was part of the initial email submission. Currently, the 'comment' action will quote the entire original transaction (which was a Create), but does not attach the HTML attachment, which for this purpose is required. Is this possible? Do I need to tweak either the template used during 'Create' or the one used during 'Comment'. Thanks for listening. Cheers, Mark From mark at exonetric.com Tue Feb 1 07:20:46 2011 From: mark at exonetric.com (Mark Blackman) Date: Tue, 1 Feb 2011 12:20:46 +0000 Subject: [rt-users] including HTML attachments on a comment action In-Reply-To: <4D47F262.10200@bnl.gov> References: <4D47EF1D.9020400@exonetric.com> <4D47F262.10200@bnl.gov> Message-ID: <59CB4887-0B68-4B9B-A80D-99E6B69A8F21@exonetric.com> On 1 Feb 2011, at 11:45, Jason A. Smith wrote: > On 02/01/2011 06:31 AM, Mark Blackman wrote: >> >> >> 3. most importantly, on "comment", have the HTML attachment sent to >> the CC recipients as an HTML attachment (with little or no scrubbing) >> for that ticket in step (1). This is critical >> >> Despite using "RT-Attach-Message: yes" in the relevant template, this >> is not happening. >> >> Suggestions appreciated. > > I am not sure if this is possible in rt-3.6.x, but 3.8 added much better html support, see: docs/templates.pod > > Basically, in your templates, make sure the top contains: > > Content-Type: text/html > > and near the bottom where the message content is added, it has to be changed to: > > {$Transaction->Content(Type => 'text/html')} hmm, ok, thanks. I don't really follow that, but I'll try it. Cheers, Mark From migetismad at hotmail.com Tue Feb 1 07:26:12 2011 From: migetismad at hotmail.com (Ashley Etherington) Date: Tue, 1 Feb 2011 12:26:12 +0000 Subject: [rt-users] Bypass script validation Message-ID: Hey all, I'm wondering if it's possible to bypass validation from a scrip, so that users are still shown a mandatory field but it is still possible to clear the field using DeleteCustomFieldValue. Thank you! -------------- next part -------------- An HTML attachment was scrubbed... URL: From D.Obando at ehapa.de Tue Feb 1 07:58:10 2011 From: D.Obando at ehapa.de (Obando, David DE - EV) Date: Tue, 1 Feb 2011 13:58:10 +0100 Subject: [rt-users] Migration RT 3.6.3 to 3.8.8 In-Reply-To: <20110201120132.GN70280@jibsheet.com> References: <81D141237A54374E9E79CF14F96612A3029E719E@TXLEVD1-XCH03.ev.egmont.com> <20110201120132.GN70280@jibsheet.com> Message-ID: <81D141237A54374E9E79CF14F96612A3029E71F7@TXLEVD1-XCH03.ev.egmont.com> Hi, maybe my first posting was mistakable. I imported the old database and setup the new system without any problems. Because the 3.6.3 system data (which still is the productive system) changes every day I wanted to dump the data again into the new system without loosing my customizations. What is the best way to do this? Regards, David -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Kevin Falcone Gesendet: Dienstag, 1. Februar 2011 13:02 An: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Migration RT 3.6.3 to 3.8.8 On Tue, Feb 01, 2011 at 09:52:49AM +0100, Obando, David DE - EV wrote: > Hi all, > > I'm about to migrate an old RT 3.6.3 system on a new (virtual) machine with version 3.8.8. > > I imported the old database (MySQL) and run the upgrade-schema-Script, no problem with that. > After setting up the new system I imported another dump from the old (still in use) system. > All my customizations (RT at a glance, scrips, templates, queues) have been overwritten. > > Is there a RT way to kind of import a database without overwriting the customizations? Is it > possible to only import certain tables? It sounds like you ran the 3.8 initialize step on top of your old data. You want to bring your database over, import it and run the rt-setup-database upgrade step (along with everything in UPGRADING.mysql) -kevin From Darin.Perusich at ctg.com Tue Feb 1 08:34:23 2011 From: Darin.Perusich at ctg.com (Darin Perusich) Date: Tue, 1 Feb 2011 08:34:23 -0500 Subject: [rt-users] RT on OpenSUSE 11.3 64-bit w/mod_perl In-Reply-To: <46BA49ED-70E8-4380-A7DB-5B8C82EDDD96@gmail.com> References: <46BA49ED-70E8-4380-A7DB-5B8C82EDDD96@gmail.com> Message-ID: <3899DD427BF4B94BB7E9176DEFB95C8F03B724EB@buf-exa.ctg.com> Hi Mike, I was never able to figure out the cause of those segfaults on opensuse 11.3 with mod_perl and given that mod_fastcgi just worked I stopped trying to figure it out. Make sure you've configured RT for mod_fastcgi, from your configure line looks like you should be all set. Your commingling mod_perl and mod_fastcgi stuff in your apache configuration which is likely a big part of the problems you're seeing. My rt_fastcgi.conf for apache2 is below. --BEGIN-- # # RT apache configuration # # ensure the trailing slash is added # RewriteEngine on RewriteRule ^/rt$ /rt/ [R] Alias /rt /opt/rt3/bin/mason_handler.fcgi/ Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ FastCgiServer /opt/rt3/bin/mason_handler.fcgi -processes 8 -idle-timeout 120 AllowOverride None Order allow,deny Allow from all --END-- -- Darin Perusich Email: Darin.Perusich at ctg.com Office: 716-888-3690 From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Michael Coakley Sent: Friday, January 28, 2011 10:11 PM To: RT-Users at lists.bestpractical.com Subject: [rt-users] RT on OpenSUSE 11.3 64-bit w/mod_perl I'm getting a constant segfault error 4 in libc-2.11.2.so with the configuration given in the subject line. I've read the lists and found this thread : http://www.gossamer-threads.com/lists/rt/users/97348?do=post_view_thread ed#97348 I want to configure fast-cgi but the examples given in the thread don't get me there. I've also read the mod-fcgid docs and I can get fast-cgi to work but then it bombs with that it can't read the webmux.pl file in /opt/rt3/bin. I even uninstalled the RPM packages and manually installed Apache2 and mod_perl but it still is segfaulting. I configured RT with the following configure line: ./configure --with-apachectl=/usr/sbin/apache2ctl --with-web-user=wwwrun --with-web-group=www --with-rt-group=rt My Apache config for my virtual host looks like: ServerName rt.example.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 # optional apache logs for RT ErrorLog /var/log/apache2/rt3-error_log TransferLog /var/log/apache2/rt3-access_log AddHandler fastcgi-script fcgi PerlRequire "/opt/rt3/bin/webmux.pl" SetHandler default SetHandler fastcgi-script Options FollowSymLinks AllowOverride None Order allow,deny Allow from all ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ Options +ExecCGI AllowOverride None Order allow,deny Allow from all Hopefully I'm just missing something. I wish mod_perl would just work but all I need is RT to work using mod_perl or mod_fcgid. Any ideas? Thanks, Mike 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. -------------- next part -------------- An HTML attachment was scrubbed... URL: From bjoern.schulz at desy.de Tue Feb 1 08:43:40 2011 From: bjoern.schulz at desy.de (=?ISO-8859-15?Q?Bj=F6rn_Schulz?=) Date: Tue, 01 Feb 2011 14:43:40 +0100 Subject: [rt-users] problem with cf in spreadsheet download In-Reply-To: <20110201120330.GP70280@jibsheet.com> References: <4D47D7A9.4070402@desy.de> <20110201120330.GP70280@jibsheet.com> Message-ID: <4D480E0C.6050102@desy.de> Hi Kevin, I'll try to upgrade... Thx, Bj?rn Am 01.02.11 13:03, schrieb Kevin Falcone: > On Tue, Feb 01, 2011 at 10:51:37AM +0100, Bj?rn Schulz wrote: >> my rt version is 3.8.7 and I've a problem with cf's in downloaded >> spreadsheets. >> >> I've defined some cf's an filled them by scrips with dates after a >> status change. All looks fine. right data in right cf. >> But when we build a search and download the result by clicking the >> spreadsheet button in search results the data will be shown in wrong >> columns. >> >> In the web-Ui all looks fine. >> In cli all looks fine. >> Only the spreadsheet is wrong. > > This sounds like a bug I fixed in 3.8.8 > If you can't upgrade, you should be able to find the patch in git by > comparing changes between 3.8.7 and 3.8.8 for Results.tsv > > -kevin From mark at thermeon.com Tue Feb 1 10:32:55 2011 From: mark at thermeon.com (Mark Olliver) Date: Tue, 1 Feb 2011 15:32:55 +0000 Subject: [rt-users] RT Email Error Message-ID: Hi All, I have started getting this error with users who email in from one certain domain. Unless they are setup as users in RT then their emails bounce saying that I need to grant everyone Create or Reply to rights to the queue (which i have). Can anyone please help me with the error. ed Nov 24 11:03:03 2010] [warning]: Encode::Guess failed: Empty string, empty guess; fallback to iso-8859-1 (/opt/rt/lib/RT/I18N.pm:412) [Mon Jan 31 09:55:38 2011] [crit]: User creation failed in mailgateway: Email address in use (/opt/rt/lib/RT/Interface/Email.pm:243) ed Nov 24 11:13:59 2010] [warning]: Encode::Guess failed: Empty string, empty guess; fallback to iso-8859-1 (/opt/rt/lib/RT/I18N.pm:412) [Mon Jan 31 09:55:39 2011] [warning]: Couldn't load user 'farroyo at example.com'.giving up (/opt/rt/lib/RT/Interface/Email.pm:329) ed Nov 24 11:13:59 2010] [warning]: Encode::Guess failed: Empty string, empty guess; fallback to iso-8859-1 (/opt/rt/lib/RT/I18N.pm:412) [Mon Jan 31 09:55:39 2011] [crit]: User 'farroyo at example.com' could not be loaded in the mail gateway (/opt/rt/lib/RT/Interface/Email.pm:243) ed Nov 24 11:15:44 2010] [warning]: Encode::Guess failed: Empty string, empty guess; fallback to iso-8859-1 (/opt/rt/lib/RT/I18N.pm:412) [Mon Jan 31 09:55:39 2011] [error]: RT could not load a valid user, and RT's configuration does not allow ed Nov 24 11:15:44 2010] [warning]: Encode::Guess failed: Empty string, empty guess; fallback to iso-8859-1 (/opt/rt/lib/RT/I18N.pm:412) for the creation of a new user for this email (farroyo at example.com). CreateTicket (/opt/rt/lib/RT/Principal_Overlay.pm:309) You might need to grant 'Everyone' the right 'ReplyToTicket' for the queue test. (/opt/rt/lib/RT/Interface/Email.pm:243) Thanks Mark From mmcgrath at carthage.edu Tue Feb 1 11:09:05 2011 From: mmcgrath at carthage.edu (Max McGrath) Date: Tue, 1 Feb 2011 10:09:05 -0600 Subject: [rt-users] Fresh Install of RT-4.0.0rc4 In-Reply-To: References: Message-ID: Forgot to mention I am by no means an Apache expert -- I actually know very little about it! :) -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgrath at carthage.edu On Tue, Feb 1, 2011 at 10:02 AM, Max McGrath wrote: > Hi All - > > I'm trying a fresh install of RT4 on Ubuntu 10.04. > > Right now I am getting to a page that says this: > > You're almost there!You haven't yet configured your webserver to run RT. > You appear to have installed RT's web interface correctly, but haven't yet > configured your web server to "run" the RT server which powers the web > interface. The next step is to edit your webserver's configuration file to > instruct it to use RT's *mod_perl* or *FastCGI* handler. If you need > commercial support, please contact us at sales at bestpractical.com. > > That is with an httpd.conf config of: > > > ServerName xxx.carthage.edu > ServerAdmin mmcgrath at carthage.edu > > #config for your main content > DocumentRoot /var/www > > #here and in other places goes config > #of your main host > > > Alias /rt/ /opt/rt4/share/html/ > > Order allow,deny > Allow from all > > > #PerlRequire /opt/rt3/bin/webmux.pl > # > #AddDefaultCharset UTF-8 > #SetHandler perl-script > #PerlHandler RT::Mason > # > > > If I change my httpd.conf to something referenced in web_deployment.pod > such as: > > > > #User rt > #Group www > > > > > ServerRoot /usr > ServerAdmin root at localhost > > LoadModule authz_host_module modules/mod_authz_host.so > LoadModule env_module modules/mod_env.so > LoadModule alias_module modules/mod_alias.so > LoadModule perl_module modules/mod_perl.so > > # optional apache logs for RT > # ErrorLog /opt/rt4/var/log/apache2.error > # TransferLog /opt/rt4/var/log/apache2.access > # LogLevel debug > > AddDefaultCharset UTF-8 > PerlSetEnv RT_SITE_CONFIG /opt/rt4/etc/RT_SiteConfig.pm > > RedirectMatch permanent (.*)/$ $1/index.html > > DocumentRoot "/opt/rt4/share/html" > > Order allow,deny > Allow from all > > SetHandler perl-script > PerlResponseHandler Plack::Handler::Apache2 > PerlSetVar psgi_app /opt/rt4/sbin/rt-server > > > use Plack::Handler::Apache2; > Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); > > > > My RT site doesn't run at all! I have libapache2-mod-perl2 installed. > > Not sure what to do now. > > Any help is appreciated! > > -- > Max McGrath > Asst. Network Admin/Systems Specialist > Carthage College > 262-552-5512 > mmcgrath at carthage.edu > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mmcgrath at carthage.edu Tue Feb 1 11:02:48 2011 From: mmcgrath at carthage.edu (Max McGrath) Date: Tue, 1 Feb 2011 10:02:48 -0600 Subject: [rt-users] Fresh Install of RT-4.0.0rc4 Message-ID: Hi All - I'm trying a fresh install of RT4 on Ubuntu 10.04. Right now I am getting to a page that says this: You're almost there!You haven't yet configured your webserver to run RT. You appear to have installed RT's web interface correctly, but haven't yet configured your web server to "run" the RT server which powers the web interface. The next step is to edit your webserver's configuration file to instruct it to use RT's *mod_perl* or *FastCGI* handler. If you need commercial support, please contact us at sales at bestpractical.com. That is with an httpd.conf config of: ServerName xxx.carthage.edu ServerAdmin mmcgrath at carthage.edu #config for your main content DocumentRoot /var/www #here and in other places goes config #of your main host Alias /rt/ /opt/rt4/share/html/ Order allow,deny Allow from all #PerlRequire /opt/rt3/bin/webmux.pl # #AddDefaultCharset UTF-8 #SetHandler perl-script #PerlHandler RT::Mason # If I change my httpd.conf to something referenced in web_deployment.pod such as: #User rt #Group www ServerRoot /usr ServerAdmin root at localhost LoadModule authz_host_module modules/mod_authz_host.so LoadModule env_module modules/mod_env.so LoadModule alias_module modules/mod_alias.so LoadModule perl_module modules/mod_perl.so # optional apache logs for RT # ErrorLog /opt/rt4/var/log/apache2.error # TransferLog /opt/rt4/var/log/apache2.access # LogLevel debug AddDefaultCharset UTF-8 PerlSetEnv RT_SITE_CONFIG /opt/rt4/etc/RT_SiteConfig.pm RedirectMatch permanent (.*)/$ $1/index.html DocumentRoot "/opt/rt4/share/html" Order allow,deny Allow from all SetHandler perl-script PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); My RT site doesn't run at all! I have libapache2-mod-perl2 installed. Not sure what to do now. Any help is appreciated! -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgrath at carthage.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From markr at yaxs.net Tue Feb 1 12:12:57 2011 From: markr at yaxs.net (Mark Regensberg) Date: Tue, 1 Feb 2011 19:12:57 +0200 Subject: [rt-users] HTML attachment - transaction has no content In-Reply-To: References: Message-ID: <7539D93A-C094-4A65-BFA6-AF74A2A444C5@yaxs.net> Hi (again) On 31 Jan 2011, at 6:22 PM, I wrote: > When an HTML /reply/ to correspondence is sent out with an attachment, the correct scrip fires (On Correspond Notify Requestors and Ccs) however the requestor receives a "This transaction appears to have no content" email with the attachment. > > The ticket history shows the same, i.e. the HTML body portion has been dropped. Excerpt below. Content type is text/plain, but I have no idea where this is set for outbound mails. > > I have trawled the lists, docs and wiki and seen a few references to (what appears to be a) this bug, but I can't work out if this is a current bug or if we aren't handling/configuring something correctly. further to my last mail, and after going through some of the more obvious stuff again (and templates.pod), I am now setting Content-Type: text/html in the template. This now delivers HTML content and the attachments in good order, and plain text still works as expected. Just as I thought all my problems had been solved and was going to tattoo RTFM on my right hand, my test with an HTML email + attachment produced a duplicate message body, along with the attachment. So I have now gone from no message body to having a duplicate message body. I'm also starting to think HTML emails were an elaborate prank by the same person who invented elevator music. any ideas? current Correspondence template looks like this: -- RT-Attach-Message: yes Content-Type: text/html {$Transaction->Content()} -- (note: I did try {$Transaction->Content(Type => 'text/html')} as well, but this didn't make any difference I could pick up) Mark From markr at yaxs.net Tue Feb 1 12:23:44 2011 From: markr at yaxs.net (Mark Regensberg) Date: Tue, 1 Feb 2011 19:23:44 +0200 Subject: [rt-users] HTML attachment - transaction has no content In-Reply-To: <7539D93A-C094-4A65-BFA6-AF74A2A444C5@yaxs.net> References: <7539D93A-C094-4A65-BFA6-AF74A2A444C5@yaxs.net> Message-ID: <856B4F3B-B7D3-48AA-9E04-9E3B567F7706@yaxs.net> On 01 Feb 2011, at 7:12 PM, I wrote: > current Correspondence template looks like this: > > -- > RT-Attach-Message: yes > Content-Type: text/html > > {$Transaction->Content()} > -- ok, so it turns out the RT-Attach-Message needs to be after the Content-Type. Problem solved :) Mark From falcone at bestpractical.com Tue Feb 1 09:51:36 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 1 Feb 2011 09:51:36 -0500 Subject: [rt-users] including HTML attachments on a comment action In-Reply-To: <4DF99A9A-12AD-4195-BD32-89DB753C8305@exonetric.com> References: <4D47EF1D.9020400@exonetric.com> <20110201120438.GQ70280@jibsheet.com> <4DF99A9A-12AD-4195-BD32-89DB753C8305@exonetric.com> Message-ID: <20110201145136.GR70280@jibsheet.com> On Tue, Feb 01, 2011 at 12:13:21PM +0000, Mark Blackman wrote: > > On 1 Feb 2011, at 12:04, Kevin Falcone wrote: > > > On Tue, Feb 01, 2011 at 11:31:41AM +0000, Mark Blackman wrote: > >> Despite using "RT-Attach-Message: yes" in the relevant template, this > >> is not happening. > > > > RT-Attach-Message attaches attachments from the current transaction. > > It *sounds* like you added the attachment in Create or a previous > > comment? > > That's right, the attachment was part of the initial email submission. > Currently, the 'comment' action will quote the entire original transaction > (which was a Create), but does not attach the HTML attachment, which for this > purpose is required. > > Is this possible? Do I need to tweak either the template > used during 'Create' or the one used during 'Comment'. RT-Attach-Message will send the attachment on Create, but attaching it to the Correspond/Comment action later would take code. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From cloos at netcologne.de Wed Feb 2 04:45:14 2011 From: cloos at netcologne.de (Christian Loos) Date: Wed, 02 Feb 2011 10:45:14 +0100 Subject: [rt-users] Notification for reminders In-Reply-To: <20110201120204.GO70280@jibsheet.com> References: <20110201120204.GO70280@jibsheet.com> Message-ID: <4D4927AA.4020404@netcologne.de> Am 01.02.2011 13:02, schrieb Kevin Falcone: > On Tue, Feb 01, 2011 at 09:55:39AM +0100, Johan Sj?berg wrote: >> I have created some reminders in our RT system, but we get no notification at the time of the >> reminder. This means that we have to keep watching the Reminders field at "RT at a glance". Is >> it possible to configure RT to send out a notification e-mail to the admin-cc when a reminder >> occurs? With bin/rt-crontool you can send an mail to the creator of the reminder. But I think it is not possible to send an mail to AdminCc of the ticket. > > This isn't a built-in feature of reminders, but you could use a > dashboard to do it > > -kevin As far as I know you can't use dashboards for that. For example you have to create a search like 'tickets of type reminder where due within last hour' and put this in an dashboard. But you would then receive the dashboard even if the search result returns no tickets. But maybe this would be a nice feature that you have an option per dashboard where you can say if dashboards where all searches are empty should be send or not. ;-) From cloos at netcologne.de Wed Feb 2 04:59:37 2011 From: cloos at netcologne.de (Christian Loos) Date: Wed, 02 Feb 2011 10:59:37 +0100 Subject: [rt-users] problem with cf in spreadsheet download In-Reply-To: <4D480E0C.6050102@desy.de> References: <4D47D7A9.4070402@desy.de> <20110201120330.GP70280@jibsheet.com> <4D480E0C.6050102@desy.de> Message-ID: <4D492B09.2000707@netcologne.de> Hi Bj?rn, as far as I know you can even use the Result.tsv from RT 4.0 without upgrading. So you get also the changes in RT 4.0, for example not all ticket fields in the tsv but only the fields in the search result. -Chris Am 01.02.2011 14:43, schrieb Bj?rn Schulz: > Hi Kevin, > > I'll try to upgrade... > > Thx, > Bj?rn From tylerm at tradetech.net Wed Feb 2 20:15:09 2011 From: tylerm at tradetech.net (Tyler Morgan) Date: Wed, 02 Feb 2011 17:15:09 -0800 Subject: [rt-users] Changing passwords/accessing preferences as a normal user Message-ID: <4D4A019D.1040502@tradetech.net> How do I allow RT users to change their own passwords? I search the wiki for "change password" and get this page: http://requesttracker.wikia.com/wiki/ManualUsingWebInterface which seems promising at "Changing your own user information", but this is either out of date or wrong or requires other things or something in addition to the information provided. I don't have a "Preferences" link along the left as a normal user. I have a "Preferences" link as root. I can't figure out how to give normal users permissions to edit their own settings... which just strikes me as silly. How do I let normal users change all these settings for themselves? From trs at bestpractical.com Wed Feb 2 21:07:38 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 02 Feb 2011 21:07:38 -0500 Subject: [rt-users] Changing passwords/accessing preferences as a normal user In-Reply-To: <4D4A019D.1040502@tradetech.net> References: <4D4A019D.1040502@tradetech.net> Message-ID: <4D4A0DEA.60807@bestpractical.com> On 02 Feb 2011 20:15, Tyler Morgan wrote: > How do I allow RT users to change their own passwords? > > I search the wiki for "change password" and get this page: > > http://requesttracker.wikia.com/wiki/ManualUsingWebInterface which seems > promising at "Changing your own user information", but this is either > out of date or wrong or requires other things or something in addition > to the information provided. > > I don't have a "Preferences" link along the left as a normal user. > > I have a "Preferences" link as root. I can't figure out how to give > normal users permissions to edit their own settings... which just > strikes me as silly. > > How do I let normal users change all these settings for themselves? You likely want to grant Privileged users the global right ModifySelf. This question was last answered on the list three weeks ago, and it and many other answers to your question pops up when you search the mailing list for "change password". If you found the documentation or the wiki less than enlightening about this topic, please submit a patch that improves the documentation or update the wiki. As a start, adding a note to the section of the wiki you found above would be great. Thomas From tylerm at tradetech.net Wed Feb 2 21:46:49 2011 From: tylerm at tradetech.net (Tyler Morgan) Date: Wed, 02 Feb 2011 18:46:49 -0800 Subject: [rt-users] Changing passwords/accessing preferences as a normal user In-Reply-To: <4D4A019D.1040502@tradetech.net> References: <4D4A019D.1040502@tradetech.net> Message-ID: <4D4A1719.7020602@tradetech.net> On 2/2/2011 6:07 PM, Thomas Sibley wrote: > On 02 Feb 2011 20:15, Tyler Morgan wrote: >> How do I allow RT users to change their own passwords? > This question was last answered on the list three weeks ago > > If you found the documentation or the wiki less than enlightening about > this topic The fact that someone has to ask how to let users change their own password twice a month just affirms my suspicion that RT is a convoluted borderline piece of junk these days. Something this simple should be immediately intuitive from 5 minutes with the root account. It's far from intuitive, the menus are laid out terribly, and the whole structure of the web-based config is trying way too hard for the simple things RT does. Not to mention the defaults are terrible and there is a whole second set of config options in the text file. What a mess. And I have no interest in fixing a for-profit company's documentation -- open source product or not. I'd fix it if bestpractical wasn't involved in trying to sell RT as well. Thanks for your help but overall I am starting to regret implementing RT without a second thought based on experiences 5 years ago. In that time RT seems to have gone downhill quickly. RT in its current state is pretty sad in my opinion, but I'm unsubscribing from this list now. The fact that I had to subscribe to it in the first place to ask a simple question just proves how out of touch RT is with the rest of the world. Setup some forums already. Good luck with 4.0. I hope it's less of a mess than 3.8.8. From thierry.thelliez.tech at gmail.com Thu Feb 3 00:24:41 2011 From: thierry.thelliez.tech at gmail.com (Thierry Thelliez) Date: Wed, 2 Feb 2011 22:24:41 -0700 Subject: [rt-users] Load balancer and RT Message-ID: Hello, For availability more than scalability, we would like to run two instances of RT (different hardware). Are there some issues to look for? Right now we have a simple Apache based load balancer but we are getting user session mix up. Any experience implementing such configuration? Thanks, Thierry From chris.herrmann at faredge.com.au Thu Feb 3 01:35:55 2011 From: chris.herrmann at faredge.com.au (Chris Herrmann) Date: Thu, 3 Feb 2011 17:35:55 +1100 Subject: [rt-users] problem with cf in spreadsheet download Message-ID: Custom fields aren't exported correctly in the spreadsheet export function - the column headings don't match the actual data. If you specify the field names using the CLI it will return the expected fields with the expected column names. For example: rt list "queue = 'myqueue'" -f id, subject,requestors,created,CF-customfield1,CF-customfield2 Regards, Chris Herrmann Far Edge Technology p. 02 84251400 m. 0403 393309 http://www.faredge.com.au -------------- next part -------------- An HTML attachment was scrubbed... URL: From Raed.El-Hames at daisygroupplc.com Thu Feb 3 07:07:46 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Thu, 3 Feb 2011 12:07:46 +0000 Subject: [rt-users] Load balancer and RT In-Reply-To: References: Message-ID: <892593C9CA8E25458C440A63DDC6774D0AFB34@DG-HEXMBX02.daisy.group> Thierry: If you are storing the sessions data in the database you should n't have any problems. We 've been running our RT on 2 boxes behind LVS for the past few years without any major issues. The occasional keep alive hiccups which tend to be fixed pretty quickly without any major impact. Roy > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Thierry Thelliez > Sent: 03 February 2011 05:25 > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Load balancer and RT > > Hello, > > For availability more than scalability, we would like to run two > instances of RT (different hardware). Are there some issues to look > for? > > Right now we have a simple Apache based load balancer but we are > getting user session mix up. > > Any experience implementing such configuration? > > Thanks, > Thierry From bjoern.schulz at desy.de Thu Feb 3 08:02:08 2011 From: bjoern.schulz at desy.de (=?ISO-8859-15?Q?Bj=F6rn_Schulz?=) Date: Thu, 03 Feb 2011 14:02:08 +0100 Subject: [rt-users] Created date for transaction Message-ID: <4D4AA750.6040108@desy.de> Hi, We like to print the creation date of a transaction to a cf.. $TempDate = $TA->Created() The result is, however, in GMT. How can I convert it to my local timezone? Cheers, Bj?rn From koehler at the-agent-factory.de Thu Feb 3 08:56:05 2011 From: koehler at the-agent-factory.de (=?ISO-8859-1?Q?Alexander_K=F6hler?=) Date: Thu, 3 Feb 2011 14:56:05 +0100 Subject: [rt-users] Time Worked Report In-Reply-To: <4D4AA750.6040108@desy.de> References: <4D4AA750.6040108@desy.de> Message-ID: <4D4AB3F5.50707@the-agent-factory.de> Hi all, i installed the Time Worked Report (http://requesttracker.wikia.com/wiki/TimeWorkedReport) on our RT 3.8.7 and got Errors by opening the TimeWorkedReport.html from my RT: Error during compilation of /usr/share/request-tracker3.8/html/Elements/SelectMultiQueue: Global symbol "$d" requires explicit package name at /usr/share/request-tracker3.8/html/Elements/SelectMultiQueue line 51. Global symbol "$queue" requires explicit package name at /usr/share/request-tracker3.8/html/Elements/SelectMultiQueue line 69. Global symbol "$queue" requires explicit package name at /usr/share/request-tracker3.8/html/Elements/SelectMultiQueue line 69. Global symbol "$queue" requires explicit package name at /usr/share/request-tracker3.8/html/Elements/SelectMultiQueue line 77. Global symbol "$queue" requires explicit package name at /usr/share/request-tracker3.8/html/Elements/SelectMultiQueue line 80. it seems to be, that the name of the queue wouldn?t be commited to the Perldoc!? Sorry, i?m not a specialist at these part. We try to figure out the Problem for an hour, but we don?t know about these "package name"... any ideas? I hope you guys can help us to fix the problem. Thanks! Greetz, Alex ------------------------------------------------------ Besuchen Sie uns auf der CeBIT in Hannover vom 1. bis 5. M?rz 2011 in Halle 9, Stand B29 ------------------------------------------------------ Alexander K?hler Auszubildender IT-Administration the agent factory GmbH Intershop Tower Leutragraben 1 D-07743 Jena Tel.: +49(0) 3641 573 3473 Fax: +49(0) 3641 573 3488 koehler at the-agent-factory.de www.the-agent-factory.de Gesch?ftsf?hrer: Dipl.-Math. Michael Selle Handelsregister Amtsgericht Jena - HRB 209769 Member of TowerByte eG www.towerbyte.de ---------------------- From taske at secureroot.com Thu Feb 3 09:01:24 2011 From: taske at secureroot.com (Mr.Taske) Date: Thu, 3 Feb 2011 06:01:24 -0800 Subject: [rt-users] RT::Authen::ExternalAuth Message-ID: <20110203060124.E3213EFD@resin06.mta.everyone.net> An HTML attachment was scrubbed... URL: From gsollazz at sgul.ac.uk Thu Feb 3 09:08:37 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Thu, 03 Feb 2011 14:08:37 +0000 (GMT) Subject: [rt-users] RT::Authen::ExternalAuth In-Reply-To: <20110203060124.E3213EFD@resin06.mta.everyone.net> References: <20110203060124.E3213EFD@resin06.mta.everyone.net> Message-ID: An HTML attachment was scrubbed... URL: From smcstravick at eyelit.com Thu Feb 3 09:34:00 2011 From: smcstravick at eyelit.com (Steve McStravick) Date: Thu, 3 Feb 2011 09:34:00 -0500 Subject: [rt-users] No Content from Replies for Requestors! Message-ID: <001401cbc3af$66075200$3215f600$@com> I have a strange situation. We are rolling out RT 3.8.8 and have hit the following issues a couple of times now, but not always! Replies Sent out to our Requestors and Cc sometime show "Transaction contains no content" when there IS content, and in fact the AdminCcs get the message on the same transaction! Here is the suspect template that is used for Requestors and Cc (slightly change from the default Correspondence template): RT-Attach-Message: yes Sender: Company Support From: Company Support {$Transaction->Content()} Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} > Whereas the AdminCc is almost the same, except I don't make the Sender&From Anonymous and I add the Owner to the subject: RT-Attach-Message: yes Subject: Owner: ({$Ticket->OwnerObj->Name}) {$Ticket->Subject} Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} > {$Transaction->Content()} Here is a example of the emails generated (note: it had an XML attachment for this one..another time it has SQL attached) To Requestors & Ccs: Sender: Company Support From: Company Support Subject: [RT#3144] FW: Multi Sample DC Reply-To: help at email.com ... MIME-Version: 1.0 X-RT-Original-Encoding: utf-8 Date: Wed, 2 Feb 2011 15:22:45 -0500 RT-Attachment: 3144/37795/12542 RT-Attachment: 3144/37795/12543 Content-Type: text/plain; charset="utf-8" Content-Transfer-Encoding: 8bit This transaction appears to have no content Ticket To AdminCc: Subject: [RT #3144] Owner: (me) FW: Multi Sample DC From: "My Myself via RT" Reply-To: help at mail.com ... MIME-Version: 1.0 X-RT-Original-Encoding: utf-8 Date: Wed, 2 Feb 2011 15:22:45 -0500 RT-Attachment: 3144/37795/12543 Content-Type: text/plain; charset="utf-8" Content-Transfer-Encoding: 8bit Hello Scott, Can you please import the following attachment. I just added a _1 to the end of the operation Id. Please let me know if that resolves your problem. Thanks Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From hesco at campaignfoundations.com Thu Feb 3 09:58:08 2011 From: hesco at campaignfoundations.com (Hugh Esco) Date: Thu, 3 Feb 2011 09:58:08 -0500 Subject: [rt-users] RT::Authen::ExternalAuth In-Reply-To: <20110203060124.E3213EFD@resin06.mta.everyone.net> References: <20110203060124.E3213EFD@resin06.mta.everyone.net> Message-ID: <20110203095808.bc86fc53.hesco@campaignfoundations.com> This means that RT::Authen::ExternalAuth can not be found in your path. You say you installed this from source. Did you install it in your path (which is listed here)? If not, you need to either move it (or reinstall it) somewhere in that path, OR add its location to your path for the user (likely apache, www-data, nobody) which is invoking it. -- Hugh On Thu, 3 Feb 2011 06:01:24 -0800 "Mr.Taske" wrote: > [error] Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /usr/local/lib/rt3/lib /usr/lib/perl5/vendor_perl/5.10.0 /usr/local/lib/perl5/site_perl/5.10.0/i386-linux-thread-multi /usr/local/lib/perl5/site_perl/5.10.0 /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.10.0/i386-linux-thread-multi /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl . /etc/httpd) at /usr/lib/perl5/vendor_perl/5.10.0/RT.pm line 627.\nCompilation failed in require at (eval 2) line 1.\n > [error] Can't load Perl file: /usr/sbin/webmux.pl for server example:80, exiting... -- Hugh Esco skype: hresco3_ ; 678-921-8186 http://www.CampaignFoundations.com/ Providing Application Hosting, Telephony and IT Development Services to Green Candidates, Green Parties and the non profits working for a just and sustainable future. if( $insurance->rationing() ) { $people->die(); } From testwreq at gmail.com Thu Feb 3 10:10:14 2011 From: testwreq at gmail.com (testwreq wreq) Date: Thu, 3 Feb 2011 10:10:14 -0500 Subject: [rt-users] How to reject incoming emails to RT from a certain domain? Message-ID: We have an RT 3.8.2 setup on linux centOS- We would like to be able to block emailed tickets created from a certain domain ("linkdn"); Can anyone advise the best way to do this? Thanks,andy -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Thu Feb 3 10:11:33 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 03 Feb 2011 10:11:33 -0500 Subject: [rt-users] How to reject incoming emails to RT from a certain domain? In-Reply-To: References: Message-ID: <4D4AC5A5.3010807@bestpractical.com> On 03 Feb 2011 10:10, testwreq wreq wrote: > We have an RT 3.8.2 setup on linux centOS- We would like to be able to > block emailed tickets created from a certain domain ("linkdn"); > > Can anyone advise the best way to do this? This is usually best done at the level of your mail server. Consult the appropriate documentation for it. Thomas From bjoern.schulz at desy.de Thu Feb 3 10:48:36 2011 From: bjoern.schulz at desy.de (=?ISO-8859-15?Q?Bj=F6rn_Schulz?=) Date: Thu, 03 Feb 2011 16:48:36 +0100 Subject: [rt-users] Created date for transaction In-Reply-To: <4D4AA750.6040108@desy.de> References: <4D4AA750.6040108@desy.de> Message-ID: <4D4ACE54.1020604@desy.de> this worked fo me { my $Date = RT::Date->new($CurrentUser); $Date->Set("Format" => 'sql', "Value" => $TA->Created); $TempMap=$Date->ISO("Timezone" =>"user" ); } Cheers, Bj?rn Am 03.02.11 14:02, schrieb Bj?rn Schulz: > Hi, > > We like to print the creation date of a transaction to a cf.. > > $TempDate = $TA->Created() > > The result is, however, in GMT. > How can I convert it to my local timezone? > > Cheers, > Bj?rn > From jblaine at kickflop.net Thu Feb 3 11:36:46 2011 From: jblaine at kickflop.net (Jeff Blaine) Date: Thu, 03 Feb 2011 11:36:46 -0500 Subject: [rt-users] CF value is not updated from perspective of callback In-Reply-To: <4D38CFC0.8050102@kickflop.net> References: <4D38CFC0.8050102@kickflop.net> Message-ID: <4D4AD99E.4070402@kickflop.net> *crickets* Okay, well, just so everyone knows, "Require CF being set before resolve" won't work properly without an answer to the quoted message below. The user will be shown the error screen, but can just navigate away from it without using the back button, and will find that the ticket is in fact resolved. So if that matters to you, don't use this after all :/ http://requesttracker.wikia.com/wiki/RequireCFResolve Or, you *can use it* with an 'On Resolve' Scrip that sets the ticket status back to open, if it was resolved, and if your CF is not set. On 1/20/2011 7:13 PM, Jeff Blaine wrote: > Hi folks, I've hit another snag. Any help would be appreciated. > > RT 3.8.7. > > PROBLEM > ======= > > After submission of Modify.html (editing Basics) where I changed > 2 things > > FROM > > Status: stalled > Classification: Non-Compliance > > TO > > Status: resolved > Classification: Foobar > > The resulting log data generated from my callback (which is > Modify.html/Default) shows 'resolved' but shows the OLD value > for Classification, not the new one: > > Jan 20 18:06:50 rtdev1 RT: DEBUG Status = 'resolved' > ... > Jan 20 18:06:50 rtdev1 RT: DEBUG name = 'Classification' > val = 'Non-Compliance' > > Note that the ticket is modified properly though. The values > on screen once the page updates are: > > Status: resolved > Classification: Foobar > From jesse at bestpractical.com Thu Feb 3 11:39:05 2011 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 3 Feb 2011 11:39:05 -0500 Subject: [rt-users] Created date for transaction In-Reply-To: <4D4ACE54.1020604@desy.de> References: <4D4AA750.6040108@desy.de> <4D4ACE54.1020604@desy.de> Message-ID: <20110203163905.GM3710@bestpractical.com> On Thu, Feb 03, 2011 at 04:48:36PM +0100, Bj?rn Schulz wrote: > this worked fo me > > { > my $Date = RT::Date->new($CurrentUser); > $Date->Set("Format" => 'sql', "Value" => $TA->Created); > $TempMap=$Date->ISO("Timezone" =>"user" ); Alternatively $TA->CreatedObj->AsString(); > } > > Cheers, > Bj?rn > > > Am 03.02.11 14:02, schrieb Bj?rn Schulz: > > Hi, > > > > We like to print the creation date of a transaction to a cf.. > > > > $TempDate = $TA->Created() > > > > The result is, however, in GMT. > > How can I convert it to my local timezone? > > > > Cheers, > > Bj?rn > > -- From david at midrange.com Thu Feb 3 11:17:02 2011 From: david at midrange.com (David Gibbs) Date: Thu, 03 Feb 2011 10:17:02 -0600 Subject: [rt-users] Auto advance due date? Message-ID: Folks: Can anyone recommend a Scrip or extensions that will allow me to automatically advance the due date on a ticket when it's replied to? I would like to advance the due date to 5 days from the time it's replied to automatically. Thanks! david -- IBM i on Power Systems - For when you can't afford to be out of business From kfcrocker at lbl.gov Thu Feb 3 12:38:16 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 3 Feb 2011 09:38:16 -0800 Subject: [rt-users] CF value is not updated from perspective of callback In-Reply-To: <4D4AD99E.4070402@kickflop.net> References: <4D38CFC0.8050102@kickflop.net> <4D4AD99E.4070402@kickflop.net> Message-ID: Jeff, I did the latter, as well as set another "non-visable" CF to use as a trigger to send the owner a notification that the ticket was "re-set" to "open". Kenn LBNL On Thu, Feb 3, 2011 at 8:36 AM, Jeff Blaine wrote: > *crickets* > > Okay, well, just so everyone knows, "Require CF being set > before resolve" won't work properly without an answer to the > quoted message below. The user will be shown the error screen, > but can just navigate away from it without using the back > button, and will find that the ticket is in fact resolved. > > So if that matters to you, don't use this after all :/ > > http://requesttracker.wikia.com/wiki/RequireCFResolve > > Or, you *can use it* with an 'On Resolve' Scrip that sets > the ticket status back to open, if it was resolved, and > if your CF is not set. > > > On 1/20/2011 7:13 PM, Jeff Blaine wrote: > >> Hi folks, I've hit another snag. Any help would be appreciated. >> >> RT 3.8.7. >> >> PROBLEM >> ======= >> >> After submission of Modify.html (editing Basics) where I changed >> 2 things >> >> FROM >> >> Status: stalled >> Classification: Non-Compliance >> >> TO >> >> Status: resolved >> Classification: Foobar >> >> The resulting log data generated from my callback (which is >> Modify.html/Default) shows 'resolved' but shows the OLD value >> for Classification, not the new one: >> >> Jan 20 18:06:50 rtdev1 RT: DEBUG Status = 'resolved' >> ... >> Jan 20 18:06:50 rtdev1 RT: DEBUG name = 'Classification' >> val = 'Non-Compliance' >> >> Note that the ticket is modified properly though. The values >> on screen once the page updates are: >> >> Status: resolved >> Classification: Foobar >> >> -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Thu Feb 3 12:53:29 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 3 Feb 2011 09:53:29 -0800 Subject: [rt-users] Auto advance due date? In-Reply-To: References: Message-ID: David, Try this: Description: On Correspond Update Due Condition: On Correspond Action: User Defined Template: Global: Blank Stage: TransactionBatch Custom Action Prep Code: my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; my $Due = new RT::Date( $self->CurrentUser ); # Add 5 days to Due Date $Due->SetToNow(); $Due->AddDays( 5 ); $ticket->SetDue( $Due->ISO ); return 1; Custom Action Cleanup Code: return 1; Hope this helps. Kenn LBNL On Thu, Feb 3, 2011 at 8:17 AM, David Gibbs wrote: > Folks: > > Can anyone recommend a Scrip or extensions that will allow me to > automatically advance the due date on a ticket when it's replied to? > > I would like to advance the due date to 5 days from the time it's replied > to automatically. > > Thanks! > > david > > -- > IBM i on Power Systems - For when you can't afford to be out of business > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From chris-barnes at tamu.edu Thu Feb 3 12:57:11 2011 From: chris-barnes at tamu.edu (Chris Barnes) Date: Thu, 03 Feb 2011 11:57:11 -0600 Subject: [rt-users] monthly reports? Message-ID: <4D4AEC77.4080707@tamu.edu> I am trying to figure out how to do a monthly report for the activity we had go through RT, and I am having a devil of a time trying to figure out how to build my query. Basically I want any ticket included which was open, stalled, or new at ANY point during the month of January. Said another way, I do NOT want it to include tickets which were open then resolved prior to January 1, nor new tickets since the beginning of Feb. Surely this is the kind of report that other folks are running on a routine basis, right? -- Chris Barnes AOL IM: CNBarnes chris-barnes at tamu.edu Yahoo IM: chrisnbarnes Computer Systems Manager MSN IM: chris at txbarnes.com Department of Physics ph: 979-845-1379 Texas A&M University fax: 979-845-2590 From joseph85750 at yahoo.com Thu Feb 3 13:05:37 2011 From: joseph85750 at yahoo.com (Joseph Spenner) Date: Thu, 3 Feb 2011 10:05:37 -0800 (PST) Subject: [rt-users] scripts for daily notifications for unassigned and unresolved tickets In-Reply-To: <20110131164531.GL70280@jibsheet.com> Message-ID: <711370.73027.qm@web30307.mail.mud.yahoo.com> --- On Mon, 1/31/11, Kevin Falcone wrote: > From: Kevin Falcone > Subject: Re: [rt-users] scripts for daily notifications for unassigned and unresolved tickets > To: rt-users at lists.bestpractical.com > Date: Monday, January 31, 2011, 9:45 AM > On Mon, Jan 31, 2011 at 08:39:47AM > -0800, Joseph Spenner wrote: > >? ? --- On Fri, 1/28/11, Kenneth Crocker > > wrote: > > > >? ? ? From: Kenneth Crocker > >? ? ? Subject: Re: [rt-users] scripts > for daily notifications for unassigned and unresolved > >? ? ? tickets > >? ? ? To: rt-users at lists.bestpractical.com > >? ? ? Date: Friday, January 28, 2011, > 11:00 AM > > > >? ? ? Joseph, > > > >? ? ? If you're on 3.8.x, this can be > done using Dashboards. > > > >? ? ? Kenn > >? ? ? LBNL > > Kenneth: This appears to work pretty good. Do you know if there's a way to set this up in a global way, such that a daily reminder could be sent to all users about their own unresolved tickets? From kfcrocker at lbl.gov Thu Feb 3 13:13:00 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 3 Feb 2011 10:13:00 -0800 Subject: [rt-users] monthly reports? In-Reply-To: <4D4AEC77.4080707@tamu.edu> References: <4D4AEC77.4080707@tamu.edu> Message-ID: Chris, Yes, we have one like that called our "Open Tasks List". Have you used RT Query before? The criteria should be relatively easy; - No Queue selection unless a CF is needed as a display field - Status "isn't" resolved and "isn't "rejected" That's it for criteria. Then just run it. To get it to run monthly, set up a dashboard and set the "Subscription" frequency to monthly on the first or last day, your preference. Hope this helps. Kenn LBNL On Thu, Feb 3, 2011 at 9:57 AM, Chris Barnes wrote: > I am trying to figure out how to do a monthly report for the activity we > had go through RT, and I am having a devil of a time trying to figure out > how to build my query. > > Basically I want any ticket included which was open, stalled, or new at ANY > point during the month of January. Said another way, I do NOT want it to > include tickets which were open then resolved prior to January 1, nor new > tickets since the beginning of Feb. > > > Surely this is the kind of report that other folks are running on a routine > basis, right? > > -- > Chris Barnes AOL IM: CNBarnes > chris-barnes at tamu.edu Yahoo IM: chrisnbarnes > Computer Systems Manager MSN IM: chris at txbarnes.com > Department of Physics ph: 979-845-1379 > Texas A&M University fax: 979-845-2590 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Thu Feb 3 13:18:30 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 3 Feb 2011 10:18:30 -0800 Subject: [rt-users] scripts for daily notifications for unassigned and unresolved tickets In-Reply-To: <711370.73027.qm@web30307.mail.mud.yahoo.com> References: <20110131164531.GL70280@jibsheet.com> <711370.73027.qm@web30307.mail.mud.yahoo.com> Message-ID: Joseph, Unfortunately, I haven't set up a Global Dashboard. But after looking over the options, I don't think you can create a single Global Dashboard to send a "Daily Reminder" report without that report including everyone's tickets for everyone to see. What I did was go to each Queue Manager and ask them if they wanted such a reminder report and set up a dashboard for them (only). That has worked well for us. Sorry. Kenn LBNL On Thu, Feb 3, 2011 at 10:05 AM, Joseph Spenner wrote: > --- On Mon, 1/31/11, Kevin Falcone wrote: > > > From: Kevin Falcone > > Subject: Re: [rt-users] scripts for daily notifications for unassigned > and unresolved tickets > > To: rt-users at lists.bestpractical.com > > Date: Monday, January 31, 2011, 9:45 AM > > On Mon, Jan 31, 2011 at 08:39:47AM > > -0800, Joseph Spenner wrote: > > > --- On Fri, 1/28/11, Kenneth Crocker > > > > wrote: > > > > > > From: Kenneth Crocker > > > Subject: Re: [rt-users] scripts > > for daily notifications for unassigned and unresolved > > > tickets > > > To: rt-users at lists.bestpractical.com > > > Date: Friday, January 28, 2011, > > 11:00 AM > > > > > > Joseph, > > > > > > If you're on 3.8.x, this can be > > done using Dashboards. > > > > > > Kenn > > > LBNL > > > > > Kenneth: > This appears to work pretty good. Do you know if there's a way to set > this up in a global way, such that a daily reminder could be sent to all > users about their own unresolved tickets? > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From chris-barnes at tamu.edu Thu Feb 3 13:24:05 2011 From: chris-barnes at tamu.edu (Chris Barnes) Date: Thu, 03 Feb 2011 12:24:05 -0600 Subject: [rt-users] monthly reports? In-Reply-To: References: <4D4AEC77.4080707@tamu.edu> Message-ID: <4D4AF2C5.9060405@tamu.edu> On 2/3/2011 12:13 PM, Kenneth Crocker wrote: > Chris, > > Yes, we have one like that called our "Open Tasks List". > > Have you used RT Query before? The criteria should be relatively easy; > > * No Queue selection unless a CF is needed as a display field > * Status "isn't" resolved and "isn't "rejected" I don't think that's what I am looking for (ran it - I know it's not it). That misses all the tickets that were created on say, Jan 10, then resolved on Jan 14? Open Tasks is very different that "what did we do last month?" -- Chris Barnes AOL IM: CNBarnes chris-barnes at tamu.edu Yahoo IM: chrisnbarnes Computer Systems Manager MSN IM: chris at txbarnes.com Department of Physics ph: 979-845-1379 Texas A&M University fax: 979-845-2590 From thierry.thelliez.tech at gmail.com Thu Feb 3 13:30:34 2011 From: thierry.thelliez.tech at gmail.com (Thierry Thelliez) Date: Thu, 3 Feb 2011 11:30:34 -0700 Subject: [rt-users] Load balancer and RT In-Reply-To: <892593C9CA8E25458C440A63DDC6774D0AFB34@DG-HEXMBX02.daisy.group> References: <892593C9CA8E25458C440A63DDC6774D0AFB34@DG-HEXMBX02.daisy.group> Message-ID: Roy, Thanks for your answer. Could you please tell me more about your proxy settings? We have a virtual host definition like the following. Yesterday we started adding the ProxyPreserveHost, ProxyVia, ProxyPassReverseCookieDomain while chasing the session mix up issues. It is still happening although very rarely. And it is hard to reproduce on demand... This virtual host points to two RT instances. RewriteEngine on RewriteRule ^/(.*) - [P,QSA] ProxyPreserveHost ON ProxyVia Full KeepAlive On ProxyPassReverseCookieDomain mydomain.com BalancerMember http://xxx.xxx.xxx.xx1/rt_demo BalancerMember http://xxx.xxx.xxx.xx2/rt_demo ProxyPass /rt_demo balancer://proxy-balancer And on each RT instance we have the 'classic' setup: Alias /rt_demo "/opt/rt3/share/html" PerlModule Apache2::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl AddOutputFilterByType DEFLATE application/x-javascript text/css text/html Order allow,deny Allow from all Satisfy any Order allow,deny Allow from all Satisfy any AllowOverride All Options ExecCGI FollowSymLinks AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason Thanks, Thierry From kfcrocker at lbl.gov Thu Feb 3 13:31:48 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 3 Feb 2011 10:31:48 -0800 Subject: [rt-users] monthly reports? In-Reply-To: <4D4AF2C5.9060405@tamu.edu> References: <4D4AEC77.4080707@tamu.edu> <4D4AF2C5.9060405@tamu.edu> Message-ID: Chris, Sorry. I misread your request. Try this: Created < '30 days ago' instead of the status criteria. That will get all tickets created in the month regardless of current status. Don't forget that will need to run at the end of the month in your dashboard. Hope that helps. Kenn LBNL On Thu, Feb 3, 2011 at 10:24 AM, Chris Barnes wrote: > On 2/3/2011 12:13 PM, Kenneth Crocker wrote: > >> Chris, >> >> Yes, we have one like that called our "Open Tasks List". >> >> Have you used RT Query before? The criteria should be relatively easy; >> >> * No Queue selection unless a CF is needed as a display field >> * Status "isn't" resolved and "isn't "rejected" >> > > > I don't think that's what I am looking for (ran it - I know it's not it). > That misses all the tickets that were created on say, Jan 10, then resolved > on Jan 14? > > > Open Tasks is very different that "what did we do last month?" > > > > -- > Chris Barnes AOL IM: CNBarnes > chris-barnes at tamu.edu Yahoo IM: chrisnbarnes > Computer Systems Manager MSN IM: chris at txbarnes.com > Department of Physics ph: 979-845-1379 > Texas A&M University fax: 979-845-2590 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From markr at yaxs.net Thu Feb 3 13:34:56 2011 From: markr at yaxs.net (Mark Regensberg) Date: Thu, 3 Feb 2011 20:34:56 +0200 Subject: [rt-users] monthly reports? In-Reply-To: <4D4AEC77.4080707@tamu.edu> References: <4D4AEC77.4080707@tamu.edu> Message-ID: <40BE6E63-7E03-42C6-A9F0-40A7860DABE6@yaxs.net> On 03 Feb 2011, at 7:57 PM, Chris Barnes wrote: > I am trying to figure out how to do a monthly report for the activity we had go through RT, and I am having a devil of a time trying to figure out how to build my query. > > Basically I want any ticket included which was open, stalled, or new at ANY point during the month of January. Said another way, I do NOT want it to include tickets which were open then resolved prior to January 1, nor new tickets since the beginning of Feb. I use Created for a similar query ( i.e. tickets created in a range), e.g. Queue = 'Queue Name' AND Created > '1 month ago' AND Status != 'Spam' will give you all tickets created in the last month, regardless of status (we have a spam status, and I don't really feel like seeing those...) > Surely this is the kind of report that other folks are running on a routine basis, right? weekly. Monthly is a bit long. Mark From chris-barnes at tamu.edu Thu Feb 3 13:38:41 2011 From: chris-barnes at tamu.edu (Chris Barnes) Date: Thu, 03 Feb 2011 12:38:41 -0600 Subject: [rt-users] Trying to modify the Quick Ticket function Message-ID: <4D4AF631.9040804@tamu.edu> On the dashboard (is that it - the "home"?) there is this neat thing called "Quick Ticket Creation". Because of the way we do things, this area is really only useful to us to "log quickie, one time events". That is, * if one of the IT folks need to create a ticket with some actual content, we use the "new ticket in" button at the top. * users create tickets by sending us email (ie. they do NOT have accounts in RT). Thus, since we want to use the Quick Ticket area for "event logging", there are a couple of things we are trying to accomplish by modifying it's function (1) the ticket needs to have the status set to "Resolved" (2) it does NOT send email to the requestor (at all, ever). note that we DO want to send email to the requestor from other functions, so we do NOT want to blow away the ability to send email when we set a "normal" ticket to resolved. I am trying to make this change in RT by modifying the Mason script. /opt/rt3/share/html/Ticket/ModifyAll.html has the following section <&|/l&>Update Type: % $m->callback( %ARGS, CallbackName => 'AfterUpdateType' ); I simply tried to splice this into /opt/rt3/share/html/Elements/QuickCreate <&|/l&>Content: <&|/l&>Update Type: % $m->callback( %ARGS, CallbackName => 'AfterUpdateType' ); <& /Elements/Submit, Label => loc('Create') &> % $m->callback( CallbackName => 'EndOfList', TicketObj => $TicketObj, % ARGS ); <%INIT> my $CanRespond = 1; my $CanComment = 1; my $checks_failure = 0; my $title; # Things needed in the template - we'll do the processing here, just # for the convenience: my ($CommentDefault, $ResponseDefault); $CommentDefault = qq[ selected="selected"]; $ResponseDefault = qq[ selected="selected"]; <%ARGS> $TicketObj => undef Problem #1 is that this generates two tickets Problem #2 is that it is sending a reply to the requestor (actually 2 replies, but that is probably due to Problem #1). Is this even the right way to go about trying to implement his feature change? Or am I barking up the wrong tree? -- Chris Barnes AOL IM: CNBarnes chris-barnes at tamu.edu Yahoo IM: chrisnbarnes Computer Systems Manager MSN IM: chris at txbarnes.com Department of Physics ph: 979-845-1379 Texas A&M University fax: 979-845-2590 From chris-barnes at tamu.edu Thu Feb 3 13:54:23 2011 From: chris-barnes at tamu.edu (Chris Barnes) Date: Thu, 03 Feb 2011 12:54:23 -0600 Subject: [rt-users] monthly reports? In-Reply-To: <40BE6E63-7E03-42C6-A9F0-40A7860DABE6@yaxs.net> References: <4D4AEC77.4080707@tamu.edu> <40BE6E63-7E03-42C6-A9F0-40A7860DABE6@yaxs.net> Message-ID: <4D4AF9DF.9040708@tamu.edu> On 2/3/2011 12:34 PM, Mark Regensberg wrote: > On 03 Feb 2011, at 7:57 PM, Chris Barnes wrote: > >> I am trying to figure out how to do a monthly report for the activity we had go through RT, and I am having a devil of a time trying to figure out how to build my query. >> >> Basically I want any ticket included which was open, stalled, or new at ANY point during the month of January. Said another way, I do NOT want it to include tickets which were open then resolved prior to January 1, nor new tickets since the beginning of Feb. > > I use Created for a similar query ( i.e. tickets created in a range), e.g. > > Queue = 'Queue Name' > AND Created> '1 month ago' > AND Status != 'Spam' That would be close - but what about tickets in the previous month, but not resolved (or even still open)? After all, those are tickets we "worked on" during the month in question... Created < 'first of this month' AND (Status = ('open' OR 'stalled' OR 'new') OR Status ='resolved' AND Resolved > 'first of last month') > will give you all tickets created in the last month, regardless of > status (we have a spam status, and I don't really feel like seeing > those...) I simply use the status "deleted" for spam. :-) >> Surely this is the kind of report that other folks are running on a routine basis, right? > > weekly. Monthly is a bit long. We only have monthly meetings. :-) -- Chris Barnes AOL IM: CNBarnes chris-barnes at tamu.edu Yahoo IM: chrisnbarnes Computer Systems Manager MSN IM: chris at txbarnes.com Department of Physics ph: 979-845-1379 Texas A&M University fax: 979-845-2590 From ktm at rice.edu Thu Feb 3 14:45:46 2011 From: ktm at rice.edu (Kenneth Marshall) Date: Thu, 3 Feb 2011 13:45:46 -0600 Subject: [rt-users] Trying to modify the Quick Ticket function In-Reply-To: <4D4AF631.9040804@tamu.edu> References: <4D4AF631.9040804@tamu.edu> Message-ID: <20110203194546.GC39@aart.is.rice.edu> On Thu, Feb 03, 2011 at 12:38:41PM -0600, Chris Barnes wrote: > On the dashboard (is that it - the "home"?) there is this neat thing called > "Quick Ticket Creation". > > Because of the way we do things, this area is really only useful to us to > "log quickie, one time events". That is, > * if one of the IT folks need to create a ticket with some actual content, > we use the "new ticket in" button at the top. > * users create tickets by sending us email (ie. they do NOT have accounts > in RT). > > > Thus, since we want to use the Quick Ticket area for "event logging", there > are a couple of things we are trying to accomplish by modifying it's > function > > (1) the ticket needs to have the status set to "Resolved" > > (2) it does NOT send email to the requestor (at all, ever). > note that we DO want to send email to the requestor from other functions, > so we do NOT want to blow away the ability to send email when we set a > "normal" ticket to resolved. > > > > I am trying to make this change in RT by modifying the Mason script. > /opt/rt3/share/html/Ticket/ModifyAll.html has the following section > > > <&|/l&>Update Type: > > > % $m->callback( %ARGS, CallbackName => 'AfterUpdateType' ); > > > > I simply tried to splice this > into /opt/rt3/share/html/Elements/QuickCreate > > > <&|/l&>Content: > > > > <&|/l&>Update Type: > > > % $m->callback( %ARGS, CallbackName => 'AfterUpdateType' ); > > > > > <& /Elements/Submit, Label => loc('Create') &> > > > > % $m->callback( CallbackName => 'EndOfList', TicketObj => $TicketObj, % > ARGS ); > > > <%INIT> > > my $CanRespond = 1; > my $CanComment = 1; > my $checks_failure = 0; > my $title; > > # Things needed in the template - we'll do the processing here, just > # for the convenience: > > my ($CommentDefault, $ResponseDefault); > $CommentDefault = qq[ selected="selected"]; > $ResponseDefault = qq[ selected="selected"]; > > > > <%ARGS> > > $TicketObj => undef > > > > > > Problem #1 is that this generates two tickets > > Problem #2 is that it is sending a reply to the requestor (actually 2 > replies, but that is probably due to Problem #1). > > > Is this even the right way to go about trying to implement his feature > change? Or am I barking up the wrong tree? > > -- > Chris Barnes AOL IM: CNBarnes > chris-barnes at tamu.edu Yahoo IM: chrisnbarnes > Computer Systems Manager MSN IM: chris at txbarnes.com > Department of Physics ph: 979-845-1379 > Texas A&M University fax: 979-845-2590 > Hi Chris, I can think of several ways to do this. If you only need this function for a several queues, make a shadow queue for each queue called qt:queue to place them near each other. Then configure the scrips for your shadow queue to assign/process the queue as describe. Another way is to have creation using the quick ticket method set a global custom field and use that to trigger your alternate processing. Cheers, Ken From gordon at cryologic.com Thu Feb 3 19:46:55 2011 From: gordon at cryologic.com (gordon at cryologic.com) Date: Fri, 04 Feb 2011 11:46:55 +1100 Subject: [rt-users] monthly reports? In-Reply-To: <4D4AF9DF.9040708@tamu.edu> References: <4D4AEC77.4080707@tamu.edu> <40BE6E63-7E03-42C6-A9F0-40A7860DABE6@yaxs.net> <4D4AF9DF.9040708@tamu.edu> Message-ID: <4D4B4C7F.9030607@cryologic.com> > That would be close - but what about tickets in the previous month, but > not resolved (or even still open)? After all, those are tickets we > "worked on" during the month in question... You can also do Ticket searches on "Updated" or "LastUpdated" and "LastContacted" (aka Told) between dates. An "Updated" search will give you any tickets that had Comments or Replies added to them, had custom field changes or status changes. Gordon From gaston.huot at videotron.ca Thu Feb 3 21:07:25 2011 From: gaston.huot at videotron.ca (Gaston) Date: Thu, 03 Feb 2011 21:07:25 -0500 Subject: [rt-users] RT- Queue Wizard extension- error Message-ID: <018e01cbc410$46507570$d2f16050$@videotron.ca> Using the Queue Wizard extension, when trying to create queue TEST on the base of queue DRI, I have the following messages: * Staff group DRI_support for queue DRI not found * Owner group DRI_owners for queue DRI not found Any indication on what I should do to make it work ? Thanks, Gaston -------------- next part -------------- An HTML attachment was scrubbed... URL: From gsollazz at sgul.ac.uk Fri Feb 4 04:01:02 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Fri, 04 Feb 2011 09:01:02 +0000 Subject: [rt-users] Fwd: Re: RT::Authen::ExternalAuth [SOLVED] Message-ID: <4D4BC04E.3090806@sgul.ac.uk> FYI -------- Original Message -------- Subject: Re: [rt-users] RT::Authen::ExternalAuth [SOLVED] Date: Fri, 04 Feb 2011 00:43:56 -0800 From: Mr.Taske Reply-To: taske at secureroot.com To: Giuseppe Sollazzo Coping /usr/local/lib/rt3/plugins/RT-Authen-ExternalAuth/lib/* to /usr/local/lib/rt3/lib solved the problem. Thanks for the help. --- gsollazz at sgul.ac.uk wrote: From: Giuseppe Sollazzo To: taske at secureroot.com Subject: Re: [rt-users] RT::Authen::ExternalAuth Date: Thu, 03 Feb 2011 15:14:15 +0000 (GMT) Hi there, unfortunately I'm not a perl expert and this looks like a perl error. Basically, the problem is that @INC (that is your "include path" of perl) does not contain the required ExternalAuth library. This usually mean that you've installed it in a path that is not part of any of the paths in @INC. As Hugh Esco suggest in the mailing list, you will just need to reinstall/move ExternalAuth to a path in the @INC and it should work. Best wishes, Giuseppe On 03/02/11, *"Mr.Taske" * wrote: I think somehow i managed to work but for very short. Dont know how it worked?? First added this line perl -c /usr/local/lib/rt3/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm restart httpd and failed to start then, i removed and add this line perl -l /usr/local/lib/rt3/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm but also failed to start then removed the line, restart httpd and it started. When tried to log in i get an error: [error]: FAILED LOGIN for user from ip_address (/usr/share/rt3/html/autohandler:268) [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: LDAP_INVALID_CREDENTIALS 49 (/usr/local/lib/rt3/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:467) i tried to change credentials due to the error but the httpd woht start again. Get the same error Can't locate RT/Authen/ExternalAuth.pm in @INC... Strange? --- gsollazz at sgul.ac.uk wrote: From: Giuseppe Sollazzo To: taske at secureroot.com Subject: Re: [rt-users] RT::Authen::ExternalAuth Date: Thu, 03 Feb 2011 14:41:38 +0000 (GMT) On 03/02/11, "Mr.Taske" wrote: > > # perl -e 'use RT::Authen::ExternalAuth;' > Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /usr/local/lib/perl5/site_perl/5.10.0/i386-linux-thread-multi /usr/local/lib/perl5/site_perl/5.10.0 /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.10.0 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.10.0/i386-linux-thread-multi /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl .) at -e line 1. > BEGIN failed--compilation aborted at -e line 1. > > Uhm I think PERL's missing some imports, specifically those from RT which you should see in @INC. For example, you might need to set correctly the PERL5LIB/PERLLIB environmental variable to also contain (in my case) /opt/rt3/lib. Look here: http://perldoc.perl.org/lib.html Giuseppe > --- gsollazz at sgul.ac.uk wrote: > > From: Giuseppe Sollazzo > To: taske at secureroot.com > Subject: Re: [rt-users] RT::Authen::ExternalAuth > Date: Thu, 03 Feb 2011 14:29:14 +0000 (GMT) > > What does > > perl -e 'use RT::Authen::ExternalAuth;' > > reports? > > Giuseppe > > On 03/02/11, "Mr.Taske" wrote: > > > > > > Yes I have tried that one to. Thanks > > > > --- gsollazz at sgul.ac.uk wrote: > > > > From: Giuseppe Sollazzo > > To: taske at secureroot.com, rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] RT::Authen::ExternalAuth > > Date: Thu, 03 Feb 2011 14:08:37 +0000 (GMT) > > > > > > > > Hi there, > > you've probably checked this already but... have you installed RT::Authen::ExternalAuth with cpan or any other means? > > > > Giuseppe > > > > On 03/02/11, "Mr.Taske" wrote: > > > > > > > > > > > > Hello everyone, i have a problem with RT::Authen::ExternalAuth plugin > > > > > > > > > I get this error: > > > > > > > > > > > > [error] Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /usr/local/lib/rt3/lib /usr/lib/perl5/vendor_perl/5.10.0 /usr/local/lib/perl5/site_perl/5.10.0/i386-linux-thread-multi /usr/local/lib/perl5/site_perl/5.10.0 /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.10.0/i386-linux-thread-multi /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl . /etc/httpd) at /usr/lib/perl5/vendor_perl/5.10.0/RT.pm line 627.\nCompilation failed in require at (eval 2) line 1.\n > > > [error] Can't load Perl file: /usr/sbin/webmux.pl for server example:80, exiting... > > > > > > > > > I have installed the plugin manually from source. > > > > > > > > > This is the external authentication config in RT_SiteConfig.pm > > > > > > > > > Set( @Plugins, qw(RT::Authen::ExternalAuth) ); > > > > > > > > > Set($ExternalAuthPriority, [ 'My_LDAP', > > > # 'My_MySQL', > > > # 'My_SSO_Cookie' > > > ] > > > ); > > > > > > > > > Set($ExternalInfoPriority, [ 'My_LDAP' > > > ] > > > ); > > > > > > > > > Set($ExternalServiceUsesSSLorTLS, 0); > > > > > > > > > Set($AutoCreateNonExternalUsers, 0); > > > Set($ExternalSettings, { # AN EXAMPLE DB SERVICE > > > > > > > > > 'My_LDAP' => { > > > 'type' => 'ldap', > > > 'server' => 'exampler', > > > > > > 'user' => 'user', > > > 'pass' => 'xxxxxx', > > > 'base' => 'ou=Users,Groups,dc=example,dc=com,dc=mk', > > > 'net_ldap_args' => [ version => 3 ], > > > 'filter' => '(sAMAccountName=%u)', > > > 'd_filter' => '(&(objectCategory=person)(objectClass=user))', > > > 'attr_match_list' => [ 'Name', > > > 'EmailAddress', > > > 'RealName', > > > # 'WorkPhone', > > > # 'Address2' > > > ], > > > 'attr_map' => { 'Name' => 'sAMAccountName', > > > 'EmailAddress' => 'mail', > > > 'RealName' => 'cn', > > > 'Organization' => 'physicalDeliveryOfficeName', > > > } > > > }, > > > } > > > ); > > > > > > > > > > > > > > > thanks > > > > > > --- > > > http://mail.secureroot.com/ (http://mail.secureroot.com/) - free mailbox for hackers and geeks > > > > > > -- > > > > 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 > > > > > > --- > > http://mail.secureroot.com/ (http://mail.secureroot.com/) - free mailbox for hackers and geeks > > > -- > > 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 > > > > > > > _____________________________________________________________ > --- > http://mail.secureroot.com/ (http://mail.secureroot.com/) - free mailbox for hackers and geeks -- 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 _____________________________________________________________ --- http://mail.secureroot.com/ - free mailbox for hackers and geeks -- 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 ------------------------------------------------------------------------ --- http://mail.secureroot.com/ - free mailbox for hackers and geeks From bthoren at gmail.com Fri Feb 4 05:36:46 2011 From: bthoren at gmail.com (Bryan Thoren) Date: Fri, 4 Feb 2011 05:36:46 -0500 Subject: [rt-users] Show RealName in Query Results? Message-ID: I'm running RT 3.8.8 on Ubuntu Server 10.10. Everything runs great. I need a way to display the ticket owner's RealName in query results instead of the short, login Name. In our system, the login name is a cryptic collection of letters and numbers. Using the user's real name will make the search results much easier to read and work with. Thanks for your help! --Bryan Thoren -------------- next part -------------- An HTML attachment was scrubbed... URL: From fireskyer at gmx.de Fri Feb 4 06:04:20 2011 From: fireskyer at gmx.de (rtjoe) Date: Fri, 4 Feb 2011 03:04:20 -0800 (PST) Subject: [rt-users] Re quest Tracker Doesn't work properly Web if Doesnt show all Elements Message-ID: <30843030.post@talk.nabble.com> Hello Folks I have some Problem with my RT Tracker installation System: Ubununtu 10.04 LTS under VM Request Tracker Version: 3.8.8 Tarball Installation: Manual Readme.txt I've configured Apache so far with these Settings for Virtualhost: # ip based virtual host ServerName rt.example.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 # optional apache logs for RT ErrorLog /opt/rt3/var/log/apache2.error TransferLog /opt/rt3/var/log/apache2.access PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlResponseHandler RT::Mason SetHandler default Is This Correct? So far so good.... If i try to connect to my RT Site it comes this picture: http://old.nabble.com/file/p30843030/rtpicture5.jpg What am I doing wrong? best regards rtjoe -- View this message in context: http://old.nabble.com/Request-Tracker-Doesn%27t-work-properly--Web-if-Doesnt-show-all-Elements-tp30843030p30843030.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Raed.El-Hames at daisygroupplc.com Fri Feb 4 06:04:35 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Fri, 4 Feb 2011 11:04:35 +0000 Subject: [rt-users] Load balancer and RT In-Reply-To: References: <892593C9CA8E25458C440A63DDC6774D0AFB34@DG-HEXMBX02.daisy.group> Message-ID: <892593C9CA8E25458C440A63DDC6774D0B0074@DG-HEXMBX02.daisy.group> Thierry: We don't use proxy , we use linux virtual servers and keepalived to balance the traffic into 2 RT web servers. I am sorry I have no real experience with using Proxy so cannot help you. In our case keepalived takes care of maintaining session state, when ever we tested a failure of the web servers, the users RT session were not interrupted with the exception of little glitch when the network adjusted itself. Our each RT instance is a , the rest of the RT apache configuration is similar to yours. Roy > -----Original Message----- > From: Thierry Thelliez [mailto:thierry.thelliez.tech at gmail.com] > Sent: 03 February 2011 18:31 > To: Raed El-Hames > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Load balancer and RT > > Roy, > > Thanks for your answer. Could you please tell me more about your > proxy settings? > > We have a virtual host definition like the following. Yesterday we > started adding the ProxyPreserveHost, ProxyVia, > ProxyPassReverseCookieDomain while chasing the session mix up issues. > It is still happening although very rarely. And it is hard to > reproduce on demand... This virtual host points to two RT instances. > > RewriteEngine on > RewriteRule ^/(.*) - [P,QSA] > > ProxyPreserveHost ON > ProxyVia Full > KeepAlive On > ProxyPassReverseCookieDomain mydomain.com > > > BalancerMember http://xxx.xxx.xxx.xx1/rt_demo > BalancerMember http://xxx.xxx.xxx.xx2/rt_demo > > ProxyPass /rt_demo balancer://proxy-balancer > > > > And on each RT instance we have the 'classic' setup: > > Alias /rt_demo "/opt/rt3/share/html" > > PerlModule Apache2::compat > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > > AddOutputFilterByType DEFLATE application/x-javascript text/css > text/html > > > Order allow,deny > Allow from all > Satisfy any > > > > Order allow,deny > Allow from all > Satisfy any > > > > AllowOverride All > Options ExecCGI FollowSymLinks > AddDefaultCharset UTF-8 > SetHandler perl-script > PerlHandler RT::Mason > > > > Thanks, > Thierry From Raed.El-Hames at daisygroupplc.com Fri Feb 4 06:07:15 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Fri, 4 Feb 2011 11:07:15 +0000 Subject: [rt-users] Show RealName in Query Results? In-Reply-To: References: Message-ID: <892593C9CA8E25458C440A63DDC6774D0B0094@DG-HEXMBX02.daisy.group> Bryan: I think you can do that via a configuration variable in your rt3/etc/RT_Config.pm Have a look there. Regards; Roy From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bryan Thoren Sent: 04 February 2011 10:37 To: rt-users at lists.bestpractical.com Subject: [rt-users] Show RealName in Query Results? I'm running RT 3.8.8 on Ubuntu Server 10.10. Everything runs great. I need a way to display the ticket owner's RealName in query results instead of the short, login Name. In our system, the login name is a cryptic collection of letters and numbers. Using the user's real name will make the search results much easier to read and work with. Thanks for your help! --Bryan Thoren -------------- next part -------------- An HTML attachment was scrubbed... URL: From bjoern.schulz at desy.de Fri Feb 4 07:22:10 2011 From: bjoern.schulz at desy.de (=?UTF-8?B?QmrDtnJuIFNjaHVseg==?=) Date: Fri, 04 Feb 2011 13:22:10 +0100 Subject: [rt-users] new status not available In-Reply-To: <618AFFF9-5A4B-4AD3-AEB8-9AA28BC57917@googlemail.com> References: <4D42BD8C.7050603@desy.de> <618AFFF9-5A4B-4AD3-AEB8-9AA28BC57917@googlemail.com> Message-ID: <4D4BEF72.1060204@desy.de> thx Torsten thats it... have a great weekend Bj?rn Am 28.01.11 14:43, schrieb Torsten Brumm: > Status Name Too Long. Max 10 Chars. > > Von meinem iPhone gesendet > > Am 28.01.2011 um 13:58 schrieb Bj?rn Schulz : > >> Hi all, >> >> my rt is a rt3.8.7 >> >> I've a problem with a new status. >> I've implement two new status >> 'certified' and 'not_certified' >> >> RT_Siteconfig: >> ... >> Set(@ActiveStatus, qw(new open stalled)); >> Set(@InactiveStatus, qw(certified not_certified resolved closed rejected >> deleted)); >> ... >> >> I can change the status of a ticket to 'certified' >> but not to 'not_certified'. >> >> Error message: >> Ticket 6073: Illegal value for Status >> >> Any help is appreciated. >> >> Cheers, >> Bj?rn From fireskyer at gmx.de Fri Feb 4 07:24:16 2011 From: fireskyer at gmx.de (rtjoe) Date: Fri, 4 Feb 2011 04:24:16 -0800 (PST) Subject: [rt-users] Re quest Tracker Doesn't work properly Web if Doesnt show all Elements In-Reply-To: <30843030.post@talk.nabble.com> References: <30843030.post@talk.nabble.com> Message-ID: <30843971.post@talk.nabble.com> Update: I tried to modify the settings with the apache2-modperl2.conf file which is described http://requesttracker.wikia.com/wiki/HowToInstallRequest-Tracker3.8OnUbunto9.10 here this is the modified file: # To use RT together with mod_perl2, available in the # libapache2-mod-perl2 package, include this file with: # # Include /etc/request-tracker3.8/apache2-modperl2.conf # # into your Apache configuration file, in a virtual host section. # You will need to enable the Apache modules: perl, actions, rewrite # # The best place for this in the Debian Apache2 default situation is # near the end of the VirtualHost section in the file # /etc/apache2/sites-available/default. # You might want to enable this line # AddDefaultCharset UTF-8 PerlModule Apache2::RequestRec Apache2::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl PerlSetVar MasonArgsMethod CGI # Normally a request for a directory will be rewritten to index.html # (or similar) by default if that file exists. For some reason this does # not happen with the handler being set to perl-script. We thus have to # do it ourselves using mod_rewrite. RewriteEngine on # You might need to alter these two lines which refer to /rt to match # whatever base URL you are using for your rt3 site. RewriteRule ^/rt$ /rt/ RewriteRule ^/rt/(.*)$ /opt/rt3/share/html/$1 RewriteCond %{REQUEST_FILENAME} -d RewriteRule ^(/opt/rt3/share/html/.*)/$ $1/index.html # We need this to prevent requests for images being sent through to # the RT::Mason handler. SetHandler default-handler SetHandler perl-script PerlHandler RT::Mason # Limit mail gateway access to localhost by default Order Allow,Deny Allow from 127.0.0.1 But still the same Problem apperars.... best regards rtjoe rtjoe wrote: > > Hello Folks > > > I have some Problem with my RT Tracker installation > > System: Ubununtu 10.04 LTS under VM > > Request Tracker Version: 3.8.8 Tarball > > Installation: Manual Readme.txt > > I've configured Apache so far with these Settings for Virtualhost: > > # ip based virtual host > > ServerName rt.example.com > DocumentRoot /opt/rt3/share/html > AddDefaultCharset UTF-8 > > # optional apache logs for RT > ErrorLog /opt/rt3/var/log/apache2.error > TransferLog /opt/rt3/var/log/apache2.access > PerlRequire /opt/rt3/bin/webmux.pl > > SetHandler perl-script > PerlResponseHandler RT::Mason > > > SetHandler default > > > > > > Is This Correct? > > So far so good.... > > If i try to connect to my RT Site it comes this picture: > > http://old.nabble.com/file/p30843030/rtpicture5.jpg > > > What am I doing wrong? > > > best regards rtjoe > > > > > > -- View this message in context: http://old.nabble.com/Request-Tracker-Doesn%27t-work-properly--Web-if-Doesnt-show-all-Elements-tp30843030p30843971.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From luciano at cpd.ufrgs.br Fri Feb 4 07:30:31 2011 From: luciano at cpd.ufrgs.br (Luciano Silva) Date: Fri, 04 Feb 2011 10:30:31 -0200 Subject: [rt-users] Problem with installation on Ubuntu 10.04 Server Message-ID: <1296822631.15435.3.camel@luciano-dss> Hello, I'm trying install rt-3.8.8, I solved all dependencies, but when I try run the command: Make install I got this error: make: [libs-install] Error 1 (ignored) [ -d /usr/local/rt/etc ] || /usr/bin/install -c -m 0755 -d /usr/local/rt/etc for file in acl.Informix acl.Pg acl.Oracle acl.mysql acl.Sybase schema.Informix schema.Pg schema.Oracle schema.mysql-4.0 schema.mysql-4.1 schema.Sybase schema.SQLite initialdata ; do \ /usr/bin/install -c -m 0644 "etc/$file" "/usr/local/rt/etc/" ; \ done Any idea what is going wrong? Luciano From v.wawryk at science-computing.de Fri Feb 4 07:57:02 2011 From: v.wawryk at science-computing.de (Violetta J. Wawryk) Date: Fri, 04 Feb 2011 13:57:02 +0100 Subject: [rt-users] Overlay - local Problem Message-ID: <4D4BF79E.2060005@science-computing.de> Hi List, I don't know what I am doing wrong. RT: 3.6.7 I want to change a Mailtext, so that a Mailer who has no User in RT doesn't get the text: "RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email." If found the text in: # ll /usr/share/request-tracker3.6/lib/RT/Interface/Email.pm -rw-r--r-- 1 root root 28435 2008-04-11 20:34 /usr/share/request-tracker3.6/lib/RT/Interface/Email.pm so I copied the File to a local-Folder and changed the text # ll /usr/share/request-tracker3.6/local/RT/Interface/Email.pm -rw-r--r-- 1 root root 29052 2011-02-04 12:39 /usr/share/request-tracker3.6/local/RT/Interface/Email.pm then I cleared the mason cache, started the webserver new but it still uses the wrong Email.pm as you can see in the logfile: Feb 4 13:13:45 RT: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (xxx at xxxx.de). You might need to grant 'Everyone' the right 'CreateTicket' for the queue testqueue. (/usr/share/request-tracker3.6/lib/RT/Interface/Email.pm:243) Is there another service I have to restart, or what else could it be? Thanks for your help Violetta -- 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 bthoren at gmail.com Fri Feb 4 08:07:09 2011 From: bthoren at gmail.com (Bryan Thoren) Date: Fri, 4 Feb 2011 08:07:09 -0500 Subject: [rt-users] Show RealName in Query Results? In-Reply-To: <892593C9CA8E25458C440A63DDC6774D0B016E@DG-HEXMBX02.daisy.group> References: <892593C9CA8E25458C440A63DDC6774D0B0094@DG-HEXMBX02.daisy.group> <892593C9CA8E25458C440A63DDC6774D0B00E7@DG-HEXMBX02.daisy.group> <892593C9CA8E25458C440A63DDC6774D0B016E@DG-HEXMBX02.daisy.group> Message-ID: Roy, BINGO! That solved the problem. I can't thank you enough for your patient assistance. Have a wonderful day, --Bryan Thoren On Fri, Feb 4, 2011 at 7:34 AM, Raed El-Hames < Raed.El-Hames at daisygroupplc.com> wrote: > If you need to tinker with the code, then I think the changes you need to > do will be in ColumnMap in html/Elements/RT__Ticket > > Look for OwnerObj->Name and change it to OwnerObj->RealName > > > > Good luck > > > > Roy > > > > *From:* Bryan Thoren [mailto:bthoren at gmail.com] > *Sent:* 04 February 2011 12:12 > > *To:* Raed El-Hames > *Subject:* Re: [rt-users] Show RealName in Query Results? > > > > Roy, > > I truly appreciate the help. > > > > As suggested, I found the setting in the user preferences. I tested all of > the options. None of them impacted the search results at all. They *do* > seem to change how user names appear in the query builder. Unfortunately, > it appears this preference setting is not connected to the __OwnerName__ > field in the query results. > > > > Very frustrating! > > > > Perhaps the change needs to be made in the Perl code? > > > > Any other suggestions? > > > > Thanks again for the help, > > > > --Bryan > > > > On Fri, Feb 4, 2011 at 6:57 AM, Raed El-Hames < > Raed.El-Hames at daisygroupplc.com> wrote: > > Bryan: > > > > I think its also a user preference, (I don?t have my RT interface to hand), > but I would suggest you look in your preferences and see if there are any > references to user name. > > The idea is what you set in RT_SiteConfig is the default, but if you have > already saved you preferences , then the format saved in there is the one > that apply. > > > > Roy > > > > > > *From:* Bryan Thoren [mailto:bthoren at gmail.com] > *Sent:* 04 February 2011 11:23 > *To:* Raed El-Hames > *Subject:* Re: [rt-users] Show RealName in Query Results? > > > > Roy, > > Thanks for the quick response. > > > > I already tried the following setting in RT_SiteConfig.pm. Is it the one > you are referring to? > > > > Set($UsernameFormat, 'verbose'); > > > > According to the documentation, it should use RealName and EmailAddress. > However, it did not make any difference to my query results. > > I did clear the Mason cache and re-start Apache, so all changes should take > effect, right? > > > > Did I do that wrong? Or, are there other options to try? > > > > Thanks again, > > > > --Bryan > > > > On Fri, Feb 4, 2011 at 6:07 AM, Raed El-Hames < > Raed.El-Hames at daisygroupplc.com> wrote: > > Bryan: > > > > I think you can do that via a configuration variable in your > rt3/etc/RT_Config.pm > > Have a look there. > > > > Regards; > > Roy > > > > *From:* rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Bryan Thoren > *Sent:* 04 February 2011 10:37 > *To:* rt-users at lists.bestpractical.com > *Subject:* [rt-users] Show RealName in Query Results? > > > > I'm running RT 3.8.8 on Ubuntu Server 10.10. Everything runs great. > > > > I need a way to display the ticket owner's RealName in query results > instead of the short, login Name. In our system, the login name is a > cryptic collection of letters and numbers. Using the user's real name will > make the search results much easier to read and work with. > > > > Thanks for your help! > > > > --Bryan Thoren > > > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From bjoern.schulz at desy.de Fri Feb 4 08:11:46 2011 From: bjoern.schulz at desy.de (=?ISO-8859-15?Q?Bj=F6rn_Schulz?=) Date: Fri, 04 Feb 2011 14:11:46 +0100 Subject: [rt-users] Problem with CF for Users Message-ID: <4D4BFB12.9060206@desy.de> Hi all, we've a problem with custom fields for users on rt 3.8.8. Here is my problem: Step1 We add a value to a user cf, lets say 'String1 = ABCDEFGH' $UserObject->AddCustomFieldValue("Field" => $MStatusName, "Value" => $String1,"RecordTransaction" => 0); Step2 Then we limit a user object to this cf value to find all users with this value in our user base. $Users1->LimitCustomField("CUSTOMFIELD" => $MStatusId, "OPERATOR" => "=", "VALUE" => $String1 ); That works fine! Step3 Error We change the value from 'ABCDEFGH' to 'RSTUVWXYZ' and limit the object to 'ABCDEFGH' the user with the new value is shown in the result. With Ticket objects this works fine. Any comments? Cheers, Bj?rn here is a little script that shows the problem: #!/usr/bin/perl -w use strict; use lib "/opt/rt3/RTIM/lib", "/opt/rt3/lib"; use RT; RT::LoadConfig(); RT::Init(); use RT::Interface::CLI "GetCurrentUser", "loc"; use RT::Users; my $CurrentUser = GetCurrentUser(); my $Users1 = new RT::Users($CurrentUser); my $Users2 = new RT::Users($CurrentUser); my $UserObject = RT::User->new($CurrentUser); my ($String1, $String2) = ("ABCDEFGH", "RSTUVWXYZ"); # The customfield #126 is a user customfield whose name is # 'MergeStatus' my $MStatusId = 126; my $MStatusName = "MergeStatus"; # The number has to be an id of an existing user! $UserObject->Load(14788); # The customfield #126 of the user is being changed to 'ABCDEFGH'. $UserObject->AddCustomFieldValue("Field" => $MStatusName, "Value" => $String1,"RecordTransaction" => 0); $Users1->LimitCustomField("CUSTOMFIELD" => $MStatusId, "OPERATOR" => "=", "VALUE" => $String1 ); print "Users with the Status $String1\n"; while (my $UC = $Users1->Next()) { my $MStatusValue; my $CFValues = $UC->CustomFieldValues($MStatusId); while (my $CFValue = $CFValues->Next) { $MStatusValue = $CFValue->Content; } print join("\t", ($UC->Id, $UC->Name, $UC->RealName, $MStatusValue )), "\n"; } print "\n\n\n"; # The customfield #126 of the user is being changed to 'RSTUVWXYZ'. $UserObject->DeleteCustomFieldValue("Field" => $MStatusName, "Value" => $String1,"RecordTransaction" => 0); $UserObject->AddCustomFieldValue("Field" => $MStatusName, "Value" => $String2,"RecordTransaction" => 0); # $User2 refers to the updated collection $Users2->LimitCustomField("CUSTOMFIELD" => $MStatusId, "OPERATOR" => "=", "VALUE" => $String1 ); #User still occurs, although he should not occur anymore! print "Users with the Status $String1\n"; while (my $UC = $Users1->Next()) { my $MStatusValue; my $CFValues = $UC->CustomFieldValues($MStatusId); while (my $CFValue = $CFValues->Next) { $MStatusValue = $CFValue->Content; } print join("\t", ($UC->Id, $UC->Name, $UC->RealName, $MStatusValue )), "\n"; } From fireskyer at gmx.de Fri Feb 4 10:01:24 2011 From: fireskyer at gmx.de (rtjoe) Date: Fri, 4 Feb 2011 07:01:24 -0800 (PST) Subject: [rt-users] Re quest Tracker Doesn't work properly Web if Doesnt show all Elements In-Reply-To: <30843030.post@talk.nabble.com> References: <30843030.post@talk.nabble.com> Message-ID: <30845086.post@talk.nabble.com> Update 3: I tried to integrate fastcgi with the following settings: # ip based virtual host # ServerName rt.example.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 # optional apache logs for RT ErrorLog /opt/rt3/var/log/apache2.error TransferLog /opt/rt3/var/log/apache2.access AddHandler fastcgi-script fcgi ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ Options FollowSymLinks ExecCGI AllowOverride None and here is the apache error.log: [Fri Feb 04 15:27:20 2011] [alert] (4)Interrupted system call: FastCGI: read() from pipe failed (0) [Fri Feb 04 15:27:20 2011] [alert] (4)Interrupted system call: FastCGI: the PM is shutting down, Apache seems to have disappeared - bye [Fri Feb 04 15:27:20 2011] [notice] FastCGI: process manager initialized (pid 10999) [Fri Feb 04 15:27:20 2011] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 11000) [Fri Feb 04 15:27:20 2011] [notice] Apache/2.2.8 (Ubuntu) mod_fastcgi/2.4.6 mod_perl/2.0.3 Perl/v5.8.8 configured -- resuming normal operations [Fri Feb 04 15:27:21 2011] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 11057) [Fri Feb 04 15:27:22 2011] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 11058) [Fri Feb 04 15:27:23 2011] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 11060) [Fri Feb 04 15:27:24 2011] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 11061) [Fri Feb 04 15:27:52 2011] [notice] SIGUSR1 received. Doing graceful restart [Fri Feb 04 15:27:52 2011] [alert] (4)Interrupted system call: FastCGI: read() from pipe failed (0) [Fri Feb 04 15:27:52 2011] [alert] (4)Interrupted system call: FastCGI: the PM is shutting down, Apache seems to have disappeared - bye [Fri Feb 04 15:27:52 2011] [notice] FastCGI: process manager initialized (pid 11100) [Fri Feb 04 15:27:52 2011] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 11101) [Fri Feb 04 15:27:52 2011] [notice] Apache/2.2.8 (Ubuntu) mod_fastcgi/2.4.6 mod_perl/2.0.3 Perl/v5.8.8 configured -- resuming normal operations [Fri Feb 04 15:27:53 2011] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 11158) [Fri Feb 04 15:27:54 2011] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 11159) [Fri Feb 04 15:27:55 2011] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 11161) [Fri Feb 04 15:27:56 2011] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 11162) But the behavior is still the same :sleep: rtjoe wrote: > > Hello Folks > > > I have some Problem with my RT Tracker installation > > System: Ubununtu 10.04 LTS under VM > > Request Tracker Version: 3.8.8 Tarball > > Installation: Manual Readme.txt > > I've configured Apache so far with these Settings for Virtualhost: > > # ip based virtual host > > ServerName rt.example.com > DocumentRoot /opt/rt3/share/html > AddDefaultCharset UTF-8 > > # optional apache logs for RT > ErrorLog /opt/rt3/var/log/apache2.error > TransferLog /opt/rt3/var/log/apache2.access > PerlRequire /opt/rt3/bin/webmux.pl > > SetHandler perl-script > PerlResponseHandler RT::Mason > > > SetHandler default > > > > > > Is This Correct? > > So far so good.... > > If i try to connect to my RT Site it comes this picture: > > http://old.nabble.com/file/p30843030/rtpicture5.jpg > > > What am I doing wrong? > > > best regards rtjoe > > > > > > -- View this message in context: http://old.nabble.com/Request-Tracker-Doesn%27t-work-properly--Web-if-Doesnt-show-all-Elements-tp30843030p30845086.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From smcstravick at eyelit.com Fri Feb 4 10:02:42 2011 From: smcstravick at eyelit.com (Steve McStravick) Date: Fri, 4 Feb 2011 10:02:42 -0500 Subject: [rt-users] No Content from Replies for Requestors! Message-ID: <00a401cbc47c$92d93b90$b88bb2b0$@com> Doing a more comprehensive search I've found more article that seem to have the same behaviour, but no real CLEAR answer I still don't understand why the Admin correspondence works, but the Requestor/Cc doesn't I tracked down the following from the log, that might help. [Mon Jan 31 14:27:15 2011] [warning]: Couldn't load object RT::Transaction #0 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:1595) I've done has some suggested by adding Content-type=text/html, and it seems to kinda work! It does the HTML message first..then a plain-text after showing all of the html tags. Other info. I have SuppressInlineText turned on, but I didn't think that would have an effect on email. Any thoughts? Steve From: Steve McStravick [mailto:smcstravick at eyelit.com] Sent: Thursday, February 03, 2011 9:34 AM To: 'rt-users at lists.bestpractical.com' Subject: No Content from Replies for Requestors! I have a strange situation. We are rolling out RT 3.8.8 and have hit the following issues a couple of times now, but not always! Replies Sent out to our Requestors and Cc sometime show "Transaction contains no content" when there IS content, and in fact the AdminCcs get the message on the same transaction! Here is the suspect template that is used for Requestors and Cc (slightly change from the default Correspondence template): RT-Attach-Message: yes Sender: Company Support From: Company Support {$Transaction->Content()} Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} > Whereas the AdminCc is almost the same, except I don't make the Sender&From Anonymous and I add the Owner to the subject: RT-Attach-Message: yes Subject: Owner: ({$Ticket->OwnerObj->Name}) {$Ticket->Subject} Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} > {$Transaction->Content()} Here is a example of the emails generated (note: it had an XML attachment for this one..another time it has SQL attached) To Requestors & Ccs: Sender: Company Support From: Company Support Subject: [RT#3144] FW: Multi Sample DC Reply-To: help at email.com ... MIME-Version: 1.0 X-RT-Original-Encoding: utf-8 Date: Wed, 2 Feb 2011 15:22:45 -0500 RT-Attachment: 3144/37795/12542 RT-Attachment: 3144/37795/12543 Content-Type: text/plain; charset="utf-8" Content-Transfer-Encoding: 8bit This transaction appears to have no content Ticket To AdminCc: Subject: [RT #3144] Owner: (me) FW: Multi Sample DC From: "My Myself via RT" Reply-To: help at mail.com ... MIME-Version: 1.0 X-RT-Original-Encoding: utf-8 Date: Wed, 2 Feb 2011 15:22:45 -0500 RT-Attachment: 3144/37795/12543 Content-Type: text/plain; charset="utf-8" Content-Transfer-Encoding: 8bit Hello Scott, Can you please import the following attachment. I just added a _1 to the end of the operation Id. Please let me know if that resolves your problem. Thanks Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Fri Feb 4 10:11:42 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 04 Feb 2011 10:11:42 -0500 Subject: [rt-users] Re quest Tracker Doesn't work properly Web if Doesnt show all Elements In-Reply-To: <30845086.post@talk.nabble.com> References: <30843030.post@talk.nabble.com> <30845086.post@talk.nabble.com> Message-ID: <4D4C172E.9040902@bestpractical.com> On 04 Feb 2011 10:01, rtjoe wrote: > > Update 3: > I tried to integrate fastcgi with the following settings: > # ip based virtual host > > # ServerName rt.example.com > DocumentRoot /opt/rt3/share/html > AddDefaultCharset UTF-8 > > # optional apache logs for RT > ErrorLog /opt/rt3/var/log/apache2.error > TransferLog /opt/rt3/var/log/apache2.access > AddHandler fastcgi-script fcgi > ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ > > Options FollowSymLinks ExecCGI > AllowOverride None > Show us your RT_SiteConfig.pm. >> If i try to connect to my RT Site it comes this picture: >> >> http://old.nabble.com/file/p30843030/rtpicture5.jpg You're not getting the images or CSS. What are the CSS urls in the HTML source? And the image url? Thomas From trs at bestpractical.com Fri Feb 4 10:17:03 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Fri, 04 Feb 2011 10:17:03 -0500 Subject: [rt-users] No Content from Replies for Requestors! In-Reply-To: <00a401cbc47c$92d93b90$b88bb2b0$@com> References: <00a401cbc47c$92d93b90$b88bb2b0$@com> Message-ID: <4D4C186F.4020707@bestpractical.com> On 04 Feb 2011 10:02, Steve McStravick wrote: > We are rolling out RT 3.8.8 and have hit the following issues a couple > of times now, but not always! > > Replies Sent out to our Requestors and Cc sometime show ?Transaction > contains no content? when there IS content, It might be helpful here to see the original transactions and attachments, pulled from the database. Are the times you get "Transaction contains no content" generated from email or web correspondence? Thomas From thierry.thelliez.tech at gmail.com Fri Feb 4 11:15:42 2011 From: thierry.thelliez.tech at gmail.com (Thierry Thelliez) Date: Fri, 4 Feb 2011 09:15:42 -0700 Subject: [rt-users] Load balancer and RT In-Reply-To: <892593C9CA8E25458C440A63DDC6774D0B0074@DG-HEXMBX02.daisy.group> References: <892593C9CA8E25458C440A63DDC6774D0AFB34@DG-HEXMBX02.daisy.group> <892593C9CA8E25458C440A63DDC6774D0B0074@DG-HEXMBX02.daisy.group> Message-ID: Roy, Thanks for the info. May I ask you what you use for the backend? I am assuming that your 2 RT web servers are connected to the same MySQL? What redundancy architecture have you adopted? Thanks again. Thierry From scukonick at gmail.com Fri Feb 4 11:21:26 2011 From: scukonick at gmail.com (=?UTF-8?B?0JDQu9C10LrRgdC10Lkg0JzQsNC70L7Qsg==?=) Date: Fri, 4 Feb 2011 19:21:26 +0300 Subject: [rt-users] Can't change create users, queues, etc Message-ID: Hello! I installed request-tracker-3.8.8 from debian-backports on my Debian Lenny server with Nginx, Apache and PostgreSQL 9.0. It works fine, but when I try to create new user or queue, or change properties of them, I receive an error: [error]: WebRT: Couldn't load user '' (/usr/share/request-tracker3.8/html/Elements/Error:82) or Couldn't load queue ''. I googled it, but didn't find anything. Please help and sorry for my english:) -- Alexey Malov From John.Alberts at exlibrisgroup.com Fri Feb 4 11:31:05 2011 From: John.Alberts at exlibrisgroup.com (John Alberts) Date: Fri, 4 Feb 2011 10:31:05 -0600 Subject: [rt-users] Possible to stop rt-crontool from logging to ticket? Message-ID: <4CB3E05044AE6D47989FF271DEF16ADA08C24069@us-ex02.Corp.Exlibrisgroup.com> I have setup some cronjobs to use rt-crontool to email reminders to a group email address about open tickets. This works great, but every time it sends an email, it logs it in the ticket history. This makes the ticket history quite messy. Is there any way to tell rt-crontool not to log to the ticket history, or possibly specify something in the template I'm using? Here's an example of one of the cronjobs I'm using: 0 3 * * * /opt/rt3/bin/rt-crontool --search RT::Search::FromSQL --search-arg "Owner = 'nobody' AND Created < '2 days ago' AND Created > '3 days ago' AND Status != 'resolved' AND Status != 'rejected' AND Status != 'deleted'" --action RT::Action::RecordComment --template 'Unowned tickets2' Also, where can I get a list of supported actions for rt-crontool? I couldn't find any documentation for that. Thanks ---------- John Alberts Hosted Services Systems Administrator Ex Libris (USA) Inc. 1350 E. Touhy Ave. Suite 200 East Des Plaines, IL 60018 Follow Ex Libris on Twitter: @exlibrisgroup -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Fri Feb 4 12:07:33 2011 From: ktm at rice.edu (Kenneth Marshall) Date: Fri, 4 Feb 2011 11:07:33 -0600 Subject: [rt-users] Possible to stop rt-crontool from logging to ticket? In-Reply-To: <4CB3E05044AE6D47989FF271DEF16ADA08C24069@us-ex02.Corp.Exlibrisgroup.com> References: <4CB3E05044AE6D47989FF271DEF16ADA08C24069@us-ex02.Corp.Exlibrisgroup.com> Message-ID: <20110204170733.GF1261@aart.is.rice.edu> On Fri, Feb 04, 2011 at 10:31:05AM -0600, John Alberts wrote: > I have setup some cronjobs to use rt-crontool to email reminders to a > group email address about open tickets. This works great, but every > time it sends an email, it logs it in the ticket history. This makes > the ticket history quite messy. Is there any way to tell rt-crontool > not to log to the ticket history, or possibly specify something in the > template I'm using? > > > > Here's an example of one of the cronjobs I'm using: > > 0 3 * * * /opt/rt3/bin/rt-crontool --search RT::Search::FromSQL > --search-arg "Owner = 'nobody' AND Created < '2 days ago' AND Created > > '3 days ago' AND Status != 'resolved' AND Status != 'rejected' AND > Status != 'deleted'" --action RT::Action::RecordComment --template > 'Unowned tickets2' > > > > Also, where can I get a list of supported actions for rt-crontool? I > couldn't find any documentation for that. > > > > Thanks > > ---------- > > John Alberts > > Hosted Services Systems Administrator > > Ex Libris (USA) Inc. > 1350 E. Touhy Ave. Suite 200 East > Des Plaines, IL 60018 Hi John, The --action you are using stores the information in the History. Have you considered making the appropriate dashboard and then using the Email Dashboards function to send the appropriate reminders. This should avoid having to add to the History. Alternatively, you could send the mail from outside of RT and just use the RT CLI to gather the information for your mail message. Cheers, Ken From John.Alberts at exlibrisgroup.com Fri Feb 4 12:24:20 2011 From: John.Alberts at exlibrisgroup.com (John Alberts) Date: Fri, 4 Feb 2011 11:24:20 -0600 Subject: [rt-users] Possible to stop rt-crontool from logging to ticket? In-Reply-To: <20110204170733.GF1261@aart.is.rice.edu> References: <4CB3E05044AE6D47989FF271DEF16ADA08C24069@us-ex02.Corp.Exlibrisgroup.com> <20110204170733.GF1261@aart.is.rice.edu> Message-ID: <4CB3E05044AE6D47989FF271DEF16ADA08C240F9@us-ex02.Corp.Exlibrisgroup.com> I haven't looked at dashboard much, but at first glance, it looks like the dashboard is tied to a specific user. I wanted to setup something that wasn't dependent on a specific user account as the email I am sending the reminders out to is an email group. I like your idea of using the RT CLI. I didn't even think of using that. Thank you. ---------- John Alberts Hosted Services Systems Administrator Ex Libris (USA) Inc. 1350 E. Touhy Ave. ?Suite 200 East Des Plaines, IL 60018 Follow Ex Libris on Twitter: @exlibrisgroup -----Original Message----- From: Kenneth Marshall [mailto:ktm at rice.edu] Sent: Friday, February 04, 2011 11:08 AM To: John Alberts Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Possible to stop rt-crontool from logging to ticket? On Fri, Feb 04, 2011 at 10:31:05AM -0600, John Alberts wrote: > I have setup some cronjobs to use rt-crontool to email reminders to a > group email address about open tickets. This works great, but every > time it sends an email, it logs it in the ticket history. This makes > the ticket history quite messy. Is there any way to tell rt-crontool > not to log to the ticket history, or possibly specify something in the > template I'm using? > > > > Here's an example of one of the cronjobs I'm using: > > 0 3 * * * /opt/rt3/bin/rt-crontool --search RT::Search::FromSQL > --search-arg "Owner = 'nobody' AND Created < '2 days ago' AND Created > > '3 days ago' AND Status != 'resolved' AND Status != 'rejected' AND > Status != 'deleted'" --action RT::Action::RecordComment --template > 'Unowned tickets2' > > > > Also, where can I get a list of supported actions for rt-crontool? I > couldn't find any documentation for that. > > > > Thanks > > ---------- > > John Alberts > > Hosted Services Systems Administrator > > Ex Libris (USA) Inc. > 1350 E. Touhy Ave. Suite 200 East > Des Plaines, IL 60018 Hi John, The --action you are using stores the information in the History. Have you considered making the appropriate dashboard and then using the Email Dashboards function to send the appropriate reminders. This should avoid having to add to the History. Alternatively, you could send the mail from outside of RT and just use the RT CLI to gather the information for your mail message. Cheers, Ken From smcstravick at eyelit.com Fri Feb 4 14:36:36 2011 From: smcstravick at eyelit.com (Steve McStravick) Date: Fri, 4 Feb 2011 14:36:36 -0500 Subject: [rt-users] No Content from Replies for Requestors! In-Reply-To: References: Message-ID: <013a01cbc4a2$d6679610$8336c230$@com> Here are the transactions from the DB. 37795 RT::Ticket 3144 0 Correspond No Subject 1215 2011-02-02 20:22:44.0 37796 RT::Ticket 3144 0 EmailRecord 1 2011-02-02 20:22:45.0 37797 RT::Ticket 3144 0 EmailRecord 1 2011-02-02 20:22:46.0 And the attachments for these transactions: 12541 37795 0 rt-3.8.8-13428-1296678164-501.3144-0-0 at eyelitrt multipart/mixed "MIME-Version: 1.0 In-Reply-To: X-Mailer: MIME-tools 5.428 (Entity 5.428) References: <9FF07362A2BFD446B95FC028D0B7B4D004F209C2 at companyx.net> <00cf01cbc30d$dc03d160$940b7420$@eyelit.com> <9FF07362A2BFD446B95FC028D0B7B4D004F209C3 at companyx.net> Content-Type: multipart/mixed; boundary="----------=_1296678164-13428-5" Message-ID: X-RT-Original-Encoding: utf-8 RT-Send-CC: RT-Send-BCC: Content-Length: 0 " 1215 2011-02-02 20:22:44.0 12542 37795 12541 text/html none {all the binary crap} "Content-Disposition: inline Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: binary X-RT-Original-Encoding: utf-8 Content-Length: 184 " 1215 2011-02-02 20:22:44.0 12543 37795 12541 W_DC_MEASUREMENT_1.xml W_DC_MEASUREMENT_1.xml text/xml none {all the binary crap} "MIME-Version: 1.0 Subject: W_DC_MEASUREMENT_1.xml X-Mailer: MIME-tools 5.428 (Entity 5.428) Content-Type: text/xml; name="W_DC_MEASUREMENT_1.xml" Content-Disposition: inline; filename="W_DC_MEASUREMENT_1.xml" Content-Transfer-Encoding: binary Content-Length: 25099 " 1215 2011-02-02 20:22:44.0 12544 37796 0 rt-3.8.8-13428-1296678164-1466.3144-5-0 at eyelitrt [RT #3144] Owner: (support_person) FW: Multi Sample DC text/plain none {all the binary crap} "Subject: [RT #3144] Owner: (support_person) FW: Multi Sample DC From: "SUPPORT PERSON via RT" Reply-To: help at mycompany.com In-Reply-To: References: <9FF07362A2BFD446B95FC028D0B7B4D004F209C2 at companyx.net> <00cf01cbc30d$dc03d160$940b7420$@eyelit.com> <9FF07362A2BFD446B95FC028D0B7B4D004F209C3 at companyx.net> Message-ID: Precedence: bulk X-RT-Loop-Prevention: mycompany.com RT-Ticket: mycompany.com #3144 Managed-by: RT 3.8.8 (http://www.bestpractical.com/rt/) RT-Originator: support_person at mycompany.com Bcc: abunch_of_people at mycompany.com MIME-Version: 1.0 X-RT-Original-Encoding: utf-8 Date: Wed, 2 Feb 2011 15:22:45 -0500 RT-Attachment: 3144/37795/12543 Content-Type: text/plain; charset="utf-8" Content-Transfer-Encoding: 8bit " 1 2011-02-02 20:22:45.0 12545 37797 0 rt-3.8.8-13428-1296678165-1871.3144-23-0 at eyelitrt [RT #3144] FW: Multi Sample DC text/plain none {all the binary crap} "Sender: Support From: Eyelit Support Subject: [RT #3144] FW: Multi Sample DC Reply-To: help at mycompany.com In-Reply-To: References: <9FF07362A2BFD446B95FC028D0B7B4D004F209C2 at companyx.net> <00cf01cbc30d$dc03d160$940b7420$@eyelit.com> <9FF07362A2BFD446B95FC028D0B7B4D004F209C3 at companyx.net> Message-ID: Precedence: bulk X-RT-Loop-Prevention: mycompany.com RT-Ticket: mycompany.com #3144 Managed-by: RT 3.8.8 (http://www.bestpractical.com/rt/) RT-Originator: support_person at mycompany.com To: my_customer at email.com MIME-Version: 1.0 X-RT-Original-Encoding: utf-8 Date: Wed, 2 Feb 2011 15:22:45 -0500 RT-Attachment: 3144/37795/12542 RT-Attachment: 3144/37795/12543 Content-Type: text/plain; charset="utf-8" Content-Transfer-Encoding: 8bit " 1 2011-02-02 20:22:46.0 Message: 2 Date: Fri, 04 Feb 2011 10:17:03 -0500 From: Thomas Sibley To: RT Users Subject: Re: [rt-users] No Content from Replies for Requestors! Message-ID: <4D4C186F.4020707 at bestpractical.com> Content-Type: text/plain; charset=UTF-8 On 04 Feb 2011 10:02, Steve McStravick wrote: > We are rolling out RT 3.8.8 and have hit the following issues a couple > of times now, but not always! > > Replies Sent out to our Requestors and Cc sometime show ?Transaction > contains no content? when there IS content, It might be helpful here to see the original transactions and attachments, pulled from the database. Are the times you get "Transaction contains no content" generated from email or web correspondence? Thomas From cloos at netsandbox.de Fri Feb 4 17:58:17 2011 From: cloos at netsandbox.de (Christian Loos) Date: Fri, 04 Feb 2011 23:58:17 +0100 Subject: [rt-users] Overlay - local Problem In-Reply-To: <4D4BF79E.2060005@science-computing.de> References: <4D4BF79E.2060005@science-computing.de> Message-ID: <4D4C8489.5060805@netsandbox.de> Am 04.02.2011 13:57, schrieb Violetta J. Wawryk: > # ll /usr/share/request-tracker3.6/local/RT/Interface/Email.pm You use the wrong path, you should change it to: /usr/share/request-tracker3.6/local/lib/RT/Interface/Email.pm From dominic.hargreaves at oucs.ox.ac.uk Sat Feb 5 13:54:52 2011 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Sat, 5 Feb 2011 18:54:52 +0000 Subject: [rt-users] Overlay - local Problem In-Reply-To: <4D4C8489.5060805@netsandbox.de> References: <4D4BF79E.2060005@science-computing.de> <4D4C8489.5060805@netsandbox.de> Message-ID: <20110205185452.GA26590@sysdev.oucs.ox.ac.uk> On Fri, Feb 04, 2011 at 11:58:17PM +0100, Christian Loos wrote: > Am 04.02.2011 13:57, schrieb Violetta J. Wawryk: > ># ll /usr/share/request-tracker3.6/local/RT/Interface/Email.pm > > You use the wrong path, you should change it to: > /usr/share/request-tracker3.6/local/lib/RT/Interface/Email.pm This looks like a Debian-related path. On Debian (using the packages), the local path would be /usr/local/share/request-tracker3.6/lib/RT/Interface/Email.pm not either of the two options currently suggested. -- 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: 189 bytes Desc: Digital signature URL: From James.Edwards at consonus.com Sun Feb 6 16:11:39 2011 From: James.Edwards at consonus.com (Edwards, James) Date: Sun, 6 Feb 2011 16:11:39 -0500 Subject: [rt-users] Suggestions for compaines that can do RT customization Message-ID: <97620462AF07F447AE6D11CBA76CA9230117A0F9CA@rduex07> Who's good out there that can be contracted to customize RT 3.8? We have a base build which is suiting our needs but I would like to see if there are some developers who can turn this great ticketing system into something close (but not the same) to Service Now or other enterprise level ticket/service desk software. Thanks all!!! From jesse at bestpractical.com Sun Feb 6 19:02:09 2011 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 6 Feb 2011 19:02:09 -0500 Subject: [rt-users] Suggestions for compaines that can do RT customization In-Reply-To: <97620462AF07F447AE6D11CBA76CA9230117A0F9CA@rduex07> References: <97620462AF07F447AE6D11CBA76CA9230117A0F9CA@rduex07> Message-ID: <20110207000209.GF3710@bestpractical.com> On Sun, Feb 06, 2011 at 04:11:39PM -0500, Edwards, James wrote: > Who's good out there that can be contracted to customize RT 3.8? > I hear that Best Practical sometimes does RT customization. (It's worth noting that I'm RT's original author and the founder of Best Practical, so I'm somewhat biased. But yes, this is exactly how we earn our livings and subsidize a lot of RT's development.) Drop us a line at sales at bestpractical.com and we'll start to figure out how we can best help you. Best, Jesse From slicer at onthenet.com.au Sun Feb 6 21:18:31 2011 From: slicer at onthenet.com.au (Slicer085) Date: Sun, 6 Feb 2011 18:18:31 -0800 (PST) Subject: [rt-users] Creating a quick comment box Message-ID: <30860318.post@talk.nabble.com> Hi all, I would like to create a comment box to submit quick comments in tickets you I am browsing. How can I make it submit the text as comment by default. I am missing something from my code. New to Perl etc. RT Says: Update type was neither correspondence nor comment. Update not recorded. /opt/rt3/share/html/Ticket/Display.html %#QUICK COMMENTS BOX START <& /Elements/TitleBoxStart, title => loc("Quick Comment on Ticket #[_1]", $TicketObj->Id) &>
<& /Elements/TitleBoxEnd &> %#QUICK COMMENTS BOX END Thanks, Leigh -- View this message in context: http://old.nabble.com/Creating-a-quick-comment-box-tp30860318p30860318.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From fireskyer at gmx.de Mon Feb 7 02:41:51 2011 From: fireskyer at gmx.de (rtjoe) Date: Sun, 6 Feb 2011 23:41:51 -0800 (PST) Subject: [rt-users] Re quest Tracker Doesn't work properly Web if Doesnt show all Elements In-Reply-To: <4D4C172E.9040902@bestpractical.com> References: <30843030.post@talk.nabble.com> <30845086.post@talk.nabble.com> <4D4C172E.9040902@bestpractical.com> Message-ID: <30861283.post@talk.nabble.com> Hello Thomas 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, 'example.com'); #Set(@Plugins,(qw(Extension::QuickDelete RT::FM))); 1; #TIMEZONE . takes the timezone from linux installation. my $zone = "UTC"; $zone='/bin/cat /etc/timezone' if -f "/etc/timezone"; chomp $zone; Set($Timezone, $zone); # THE BASICS: Set($rtname, 'rtsdatabase'); Set($Organization, 'rt.example.com'); Set($CorrespondAddress , ''); Set($CommentAddress , 'rt-comment at example.com'); # THE WEBSERVER: Set($WebPath , "/"); Set($WebBaseURL , "http://rt.example.com"); # THE DATABASE: Set($DatabaseType, 'mysql'); Set($DatabaseHost, 'localhost'); Set($DatabaseUser , 'rt_user'); Set($DatabasePassword , 'wibble'); Set($DatabaseName, 'rt3'); Set($RTAddressRegexp , '^help(-comment)?\@(help|admin)\.(example\.org|ourother\.domain\.com)$'); I think you mean this : http://ipadresse/rt/index.html Almost there! http://www.bestpractical.com/images/unconfigured-rtlogo.jpg

You're almost there!

You haven't yet configured your webserver to run RT. You appear to have installed RT's web interface correctly, but haven't yet configured your web server to "run" the RT server which powers the web interface. The next step is to edit your webserver's configuration file to instruct it to use RT's mod_perl, FastCGI or SpeedyCGI handler. If you need commercial support, please contact us at sales at bestpractical.com. greetings rtjoe Thomas Sibley wrote: > > On 04 Feb 2011 10:01, rtjoe wrote: >> >> Update 3: >> I tried to integrate fastcgi with the following settings: >> # ip based virtual host >> >> # ServerName rt.example.com >> DocumentRoot /opt/rt3/share/html >> AddDefaultCharset UTF-8 >> >> # optional apache logs for RT >> ErrorLog /opt/rt3/var/log/apache2.error >> TransferLog /opt/rt3/var/log/apache2.access >> AddHandler fastcgi-script fcgi >> ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ >> >> Options FollowSymLinks ExecCGI >> AllowOverride None >> > > Show us your RT_SiteConfig.pm. > >>> If i try to connect to my RT Site it comes this picture: >>> >>> http://old.nabble.com/file/p30843030/rtpicture5.jpg > > You're not getting the images or CSS. What are the CSS urls in the HTML > source? And the image url? > > Thomas > > -- View this message in context: http://old.nabble.com/Request-Tracker-Doesn%27t-work-properly--Web-if-Doesnt-show-all-Elements-tp30843030p30861283.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From rohitb at valyoo.in Mon Feb 7 04:58:51 2011 From: rohitb at valyoo.in (Rohit Babu) Date: Mon, 7 Feb 2011 15:28:51 +0530 Subject: [rt-users] Problem wuth creating ticket through mail Message-ID: Hello, I have configured rt-3.6.10 on my centos-5.5 machine. I am facing problem with creating ticket through mail. i have followed the blow link: http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg26966.html But i cant create a ticket through mail. Please help. Please find below my fetchmailrc file. set syslog; set daemon 20; poll pop.gmail.com proto pop3 port 995: username rt at mydomain.in password ******** ssl mda "/usr/bin/perl /usr/sbin/rt-mailgate --url http://192.168.1.138/rt3/ --queue General --action correspond" Its fetching mails from my mail account. There is no ticket created in my RT. -- Regards, Rohith Babu PS System Administrator Valyoo Technologies. +919990334811 -------------- next part -------------- An HTML attachment was scrubbed... URL: From rohitb at valyoo.in Mon Feb 7 05:03:13 2011 From: rohitb at valyoo.in (Rohit Babu) Date: Mon, 7 Feb 2011 15:33:13 +0530 Subject: [rt-users] Problem with creating tickets through email Message-ID: Hello, I have configured rt-3.6.10 on my centos-5.5 machine. I am facing problem with creating ticket through mail. i have followed the blow link: http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg26966.html But i cant create a ticket through mail. Please help. Please find below my fetchmailrc file. set syslog; set daemon 20; poll pop.gmail.com proto pop3 port 995: username rt at mydomain.in password ******** ssl mda "/usr/bin/perl /usr/sbin/rt-mailgate --url http://192.168.1.138/rt3/ --queue General --action correspond" Its fetching mails from my mail account. There is no ticket created in my RT. -- Regards, Rohith Babu PS System Administrator Valyoo Technologies. +919990334811 -------------- next part -------------- An HTML attachment was scrubbed... URL: From karmi.simonov at panayainc.com Mon Feb 7 08:27:01 2011 From: karmi.simonov at panayainc.com (Karmi Simonov) Date: Mon, 7 Feb 2011 13:27:01 +0000 Subject: [rt-users] Denying a group from setting an owner Message-ID: <39B8AA6764A1054785D198B5E554CDE93040EB@XEXMBX01.services.local> Hello, I've been trying to setup group permissions to a group, that will be able to open a new ticket, but not to set the owner. I'd like it to remain Nobody (default). I've granted the group with CreateTicket, but it seems to have given them the permissions to set an owner as well. Any ideas how can I revoke this possibility? Thanks, Karmi. -------------- next part -------------- An HTML attachment was scrubbed... URL: From fireskyer at gmx.de Mon Feb 7 08:41:17 2011 From: fireskyer at gmx.de (rtjoe) Date: Mon, 7 Feb 2011 05:41:17 -0800 (PST) Subject: [rt-users] Re quest Tracker Doesn't work properly Web if Doesnt show all Elements In-Reply-To: <30861283.post@talk.nabble.com> References: <30843030.post@talk.nabble.com> <30845086.post@talk.nabble.com> <4D4C172E.9040902@bestpractical.com> <30861283.post@talk.nabble.com> Message-ID: <30863672.post@talk.nabble.com> is it the right file you've mentioned? rtjoe wrote: > > Hello Thomas > > 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, 'example.com'); > #Set(@Plugins,(qw(Extension::QuickDelete RT::FM))); > 1; > > #TIMEZONE . takes the timezone from linux installation. > my $zone = "UTC"; > $zone='/bin/cat /etc/timezone' > if -f "/etc/timezone"; > chomp $zone; > Set($Timezone, $zone); > # THE BASICS: > Set($rtname, 'rtsdatabase'); > Set($Organization, 'rt.example.com'); > Set($CorrespondAddress , ''); > Set($CommentAddress , 'rt-comment at example.com'); > # THE WEBSERVER: > Set($WebPath , "/"); > Set($WebBaseURL , "http://rt.example.com"); > # THE DATABASE: > Set($DatabaseType, 'mysql'); > Set($DatabaseHost, 'localhost'); > Set($DatabaseUser , 'rt_user'); > Set($DatabasePassword , 'wibble'); > Set($DatabaseName, 'rt3'); > Set($RTAddressRegexp , > '^help(-comment)?\@(help|admin)\.(example\.org|ourother\.domain\.com)$'); > > I think you mean this : > > http://ipadresse/rt/index.html > > PUBLIC "-//W3C//DTD XHTML 1.0 Strict//EN" > "http://www.w3.org/TR/xhtml1/DTD/xhtml1-strict.dtd"> > > > > Almost there! > > > http://www.bestpractical.com/images/unconfigured-rtlogo.jpg >

>

You're almost there!

> You haven't yet configured your webserver to run RT. > > You appear to have installed RT's web interface correctly, but haven't yet > configured your web > server to "run" the RT server which powers the web interface. > > The next step is to edit your webserver's configuration file to instruct > it to use > RT's mod_perl, FastCGI or > SpeedyCGI handler. > > If you need commercial support, please contact us at > sales at bestpractical.com. > > > > > > greetings rtjoe > > > > > > Thomas Sibley wrote: >> >> On 04 Feb 2011 10:01, rtjoe wrote: >>> >>> Update 3: >>> I tried to integrate fastcgi with the following settings: >>> # ip based virtual host >>> >>> # ServerName rt.example.com >>> DocumentRoot /opt/rt3/share/html >>> AddDefaultCharset UTF-8 >>> >>> # optional apache logs for RT >>> ErrorLog /opt/rt3/var/log/apache2.error >>> TransferLog /opt/rt3/var/log/apache2.access >>> AddHandler fastcgi-script fcgi >>> ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ >>> >>> Options FollowSymLinks ExecCGI >>> AllowOverride None >>> >> >> Show us your RT_SiteConfig.pm. >> >>>> If i try to connect to my RT Site it comes this picture: >>>> >>>> http://old.nabble.com/file/p30843030/rtpicture5.jpg >> >> You're not getting the images or CSS. What are the CSS urls in the HTML >> source? And the image url? >> >> Thomas >> >> > > -- View this message in context: http://old.nabble.com/Request-Tracker-Doesn%27t-work-properly--Web-if-Doesnt-show-all-Elements-tp30843030p30863672.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From hesco at campaignfoundations.com Mon Feb 7 09:01:31 2011 From: hesco at campaignfoundations.com (Hugh Esco) Date: Mon, 7 Feb 2011 09:01:31 -0500 Subject: [rt-users] Problem wuth creating ticket through mail In-Reply-To: References: Message-ID: <20110207090131.1fc1d96a.hesco@campaignfoundations.com> I don't try to make fetchmail do all of the work. Some of it I pass on to procmail, before finally handing it off to RT. -- Hugh Here is how I do it: .fetchmailrc poll mail.mydomain.com protocol IMAP \ user "rt at mydomain.com" there \ with password "secret" \ is "rt" here \ wants mda "procmail /home/rt/.procmailrc.ymd" \ ssl sslfingerprint "sslfingerprint_here" .procmailrc PATH=/usr/local/bin:/usr/bin:/bin MAILDIR=$HOME/mydomain/Mail DEFAULT=$MAILDIR/mbox LOGFILE=$MAILDIR/from # VERBOSE=yes # :0 # /home/rt/Mail/mbox :0 c backup :0 * ^To:.*rt-comment * ^Subject:.*this_queue |/usr/local/rt/ymd/rt3.8.8/bin/rt-mailgate --queue ThisQueue --action comment --url http://rt1.mydomain.com :0 * ^Subject:.*this_queue |/usr/local/rt/ymd/rt3.8.8/bin/rt-mailgate --queue ThisQueue --action correspond --url http://rt1.mydomain.com . . . additional queues configured here . . . :0 |/usr/local/rt/ymd/rt3.8.8/bin/rt-mailgate --queue General --action comment --url http://rt1.mydomain.com :0 /home/rt/mydomain/Mail/mbox On Mon, 7 Feb 2011 15:28:51 +0530 Rohit Babu wrote: > Hello, > > I have configured rt-3.6.10 on my centos-5.5 machine. I am facing problem > with creating ticket through mail. i have followed the blow link: > http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg26966.html > > But i cant create a ticket through mail. Please help. > > Please find below my fetchmailrc file. > > set syslog; > set daemon 20; > > poll pop.gmail.com proto pop3 port 995: > username rt at mydomain.in password ******** ssl mda "/usr/bin/perl > /usr/sbin/rt-mailgate --url http://192.168.1.138/rt3/ --queue General > --action correspond" > > Its fetching mails from my mail account. There is no ticket created in my > RT. > > > > > -- > Regards, > Rohith Babu PS > System Administrator > Valyoo Technologies. > +919990334811 > -- Hugh Esco skype: hresco3_ ; 678-921-8186 http://www.CampaignFoundations.com/ Providing Application Hosting, Telephony and IT Development Services to Green Candidates, Green Parties and the non profits working for a just and sustainable future. if( $insurance->rationing() ) { $people->die(); } From trs at bestpractical.com Mon Feb 7 09:39:13 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 07 Feb 2011 09:39:13 -0500 Subject: [rt-users] Re quest Tracker Doesn't work properly Web if Doesnt show all Elements In-Reply-To: <30861283.post@talk.nabble.com> References: <30843030.post@talk.nabble.com> <30845086.post@talk.nabble.com> <4D4C172E.9040902@bestpractical.com> <30861283.post@talk.nabble.com> Message-ID: <4D500411.8080004@bestpractical.com> On 07 Feb 2011 02:41, rtjoe wrote: > # THE WEBSERVER: > Set($WebPath , "/"); > Set($WebBaseURL , "http://rt.example.com"); You should replace the two lines above with just: Set($WebDomain, "rt.example.com"); Read perldoc etc/RT_Config.pm to find out why. > # THE DATABASE: > Set($DatabaseType, 'mysql'); > Set($DatabaseHost, 'localhost'); > Set($DatabaseUser , 'rt_user'); > Set($DatabasePassword , 'wibble'); You might want to change your db password now if that's the actual password above. > I think you mean this : > > http://ipadresse/rt/index.html That's not the file I meant. I meant viewing the source from your browser on the page in this screenshot: >>>> If i try to connect to my RT Site it comes this picture: >>>> >>>> http://old.nabble.com/file/p30843030/rtpicture5.jpg >> >> You're not getting the images or CSS. What are the CSS urls in the HTML >> source? And the image url? >> >> Thomas But fix the config and restart Apache first. Thomas From chris-barnes at tamu.edu Mon Feb 7 12:25:20 2011 From: chris-barnes at tamu.edu (Chris Barnes) Date: Mon, 07 Feb 2011 11:25:20 -0600 Subject: [rt-users] set a default queue Message-ID: <4D502B00.1000005@tamu.edu> More noob questions :-O We have 7 different queues to differentiate what type of problems we deal with (sysadmin, helpdesk, a/v, etc). I don't mind the drop down menu for queues listing these alphabetically, but it would be REALLY nice if I could set a "default queue" for everything OTHER than requests that come in via email. Said another way: * if a ticket is created via email, the queue should be set to "unassigned" (one of our queues). This part is already working... * if a ticket is created using the RT interface, the default queue should be "helpdesk". What do I need to change to make this happen? -- Chris Barnes AOL IM: CNBarnes chris-barnes at tamu.edu Yahoo IM: chrisnbarnes Computer Systems Manager MSN IM: chris at txbarnes.com Department of Physics ph: 979-845-1379 Texas A&M University fax: 979-845-2590 From trs at bestpractical.com Mon Feb 7 13:03:12 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 07 Feb 2011 13:03:12 -0500 Subject: [rt-users] set a default queue In-Reply-To: <4D502B00.1000005@tamu.edu> References: <4D502B00.1000005@tamu.edu> Message-ID: <4D5033E0.20606@bestpractical.com> On 07 Feb 2011 12:25, Chris Barnes wrote: > More noob questions :-O > > We have 7 different queues to differentiate what type of problems we > deal with (sysadmin, helpdesk, a/v, etc). > > I don't mind the drop down menu for queues listing these alphabetically, > but it would be REALLY nice if I could set a "default queue" for > everything OTHER than requests that come in via email. > > > Said another way: > > * if a ticket is created via email, the queue should be set to > "unassigned" (one of our queues). This part is already working... > > * if a ticket is created using the RT interface, the default queue > should be "helpdesk". > > What do I need to change to make this happen? This is a config option. Search for "default queue" in `perldoc etc/RT_Config.pm` Thomas From chris-barnes at tamu.edu Mon Feb 7 13:04:46 2011 From: chris-barnes at tamu.edu (Chris Barnes) Date: Mon, 07 Feb 2011 12:04:46 -0600 Subject: [rt-users] set a default queue In-Reply-To: <4D5033E0.20606@bestpractical.com> References: <4D502B00.1000005@tamu.edu> <4D5033E0.20606@bestpractical.com> Message-ID: <4D50343E.6060206@tamu.edu> On 2/7/2011 12:03 PM, Thomas Sibley wrote: > On 07 Feb 2011 12:25, Chris Barnes wrote: >> More noob questions :-O >> >> We have 7 different queues to differentiate what type of problems we >> deal with (sysadmin, helpdesk, a/v, etc). >> >> I don't mind the drop down menu for queues listing these alphabetically, >> but it would be REALLY nice if I could set a "default queue" for >> everything OTHER than requests that come in via email. >> >> >> Said another way: >> >> * if a ticket is created via email, the queue should be set to >> "unassigned" (one of our queues). This part is already working... >> >> * if a ticket is created using the RT interface, the default queue >> should be "helpdesk". >> >> What do I need to change to make this happen? > > This is a config option. Search for "default queue" in `perldoc > etc/RT_Config.pm` But won't that change the option for BOTH the RT interface as well as those that come in via email? -- Chris Barnes AOL IM: CNBarnes chris-barnes at tamu.edu Yahoo IM: chrisnbarnes Computer Systems Manager MSN IM: chris at txbarnes.com Department of Physics ph: 979-845-1379 Texas A&M University fax: 979-845-2590 From trs at bestpractical.com Mon Feb 7 13:09:06 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 07 Feb 2011 13:09:06 -0500 Subject: [rt-users] set a default queue In-Reply-To: <4D50343E.6060206@tamu.edu> References: <4D502B00.1000005@tamu.edu> <4D5033E0.20606@bestpractical.com> <4D50343E.6060206@tamu.edu> Message-ID: <4D503542.3090401@bestpractical.com> On 07 Feb 2011 13:04, Chris Barnes wrote: >>> What do I need to change to make this happen? >> >> This is a config option. Search for "default queue" in `perldoc >> etc/RT_Config.pm` > > But won't that change the option for BOTH the RT interface as well as > those that come in via email? Quoting from the doc I pointed you to: "This only affects the queue selection boxes on the web interface." Look at your rt-mailgate command, you're probably specifying a queue there for emailed in tickets. Thomas From joseph85750 at yahoo.com Mon Feb 7 13:24:19 2011 From: joseph85750 at yahoo.com (Joseph Spenner) Date: Mon, 7 Feb 2011 10:24:19 -0800 (PST) Subject: [rt-users] set a default queue In-Reply-To: <4D502B00.1000005@tamu.edu> Message-ID: <848516.43951.qm@web30307.mail.mud.yahoo.com> --- On Mon, 2/7/11, Chris Barnes wrote: > > * if a ticket is created using the RT interface, the > default queue should be "helpdesk". > > > > What do I need to change to make this happen? > Chris: If you log in, and select 'preferences', and 'settings', you can select your own personal default queue in the first option in General at the top. Or do you want this for every user? From vance_walsh at concordacademy.org Mon Feb 7 15:33:46 2011 From: vance_walsh at concordacademy.org (Vance Walsh) Date: Mon, 07 Feb 2011 15:33:46 -0500 Subject: [rt-users] Help with Moving Tickets via Scrip In-Reply-To: <20110131131033.GJ70280@jibsheet.com> References: <8E68031BCA2F324885EBCC2C1A95E85507F0EA027D@dgserver01.Datagroup.local> < > <20110125195050.GA70280@jibsheet.com> < > <1296469106.3520.8.camel@greg-HP-Compaq-6730s> <20110131131033.GJ70280@jibsheet.com> Message-ID: Greetings, So we have a base Queue of Unassigned and we want to have a scrip review tickets which land there and search for Key words. If fould we want the ticket moved to a specific queue. How is this scrip written and applied? Not much of a Perl guru here. --- Vance Walsh Network and Systems Administrator Concord Academy - Concord, Mass. -------------- next part -------------- An HTML attachment was scrubbed... URL: From thierry.thelliez.tech at gmail.com Tue Feb 8 00:16:22 2011 From: thierry.thelliez.tech at gmail.com (Thierry Thelliez) Date: Mon, 7 Feb 2011 22:16:22 -0700 Subject: [rt-users] LVS and RT Message-ID: Hello, We have been playing with different redundant architectures. The system we are trying now is comprised of: 1- Two front end servers running an LVS based proxy system. Proxy to RT and also other apps. 2- The two previous servers load balance to two RT servers. 3- The RT servers talk to a MySQL Master/Slave setup. We are trying to understand how Mason/Perl/RT are managing end user sessions. We are getting session mix-ups. User A becomes User B... Any experience with such a setup? Or any enlightenment on how user sessions work in RT? Thanks Thierry From taske at secureroot.com Tue Feb 8 04:20:43 2011 From: taske at secureroot.com (Dragan) Date: Tue, 8 Feb 2011 01:20:43 -0800 Subject: [rt-users] Active Directory Authentication Issue Message-ID: <20110208012043.F4605B0F@resin12.mta.everyone.net> An HTML attachment was scrubbed... URL: From fireskyer at gmx.de Tue Feb 8 08:29:57 2011 From: fireskyer at gmx.de (rtjoe) Date: Tue, 8 Feb 2011 05:29:57 -0800 (PST) Subject: [rt-users] Re quest Tracker Doesn't work properly Web if Doesnt show all Elements In-Reply-To: <4D500411.8080004@bestpractical.com> References: <30843030.post@talk.nabble.com> <30845086.post@talk.nabble.com> <4D4C172E.9040902@bestpractical.com> <30861283.post@talk.nabble.com> <4D500411.8080004@bestpractical.com> Message-ID: <30873323.post@talk.nabble.com> Thnx for help Thomas But i've decided to make this in an alternative way with aliases ..... and it works :) but thanks anyway grettings rtjoe -- View this message in context: http://old.nabble.com/Request-Tracker-Doesn%27t-work-properly--Web-if-Doesnt-show-all-Elements-tp30843030p30873323.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From fireskyer at gmx.de Tue Feb 8 08:36:38 2011 From: fireskyer at gmx.de (rtjoe) Date: Tue, 8 Feb 2011 05:36:38 -0800 (PST) Subject: [rt-users] RT Installation: what is more secure? Message-ID: <30873384.post@talk.nabble.com> i coped my direktives for rt.... after many many hours so a new problem occurs which is more secure for rt security should i create an rt group or should i put the installation in relation to the group www-data.... greetings rtjoe -- View this message in context: http://old.nabble.com/RT-Installation%3A-what-is-more-secure--tp30873384p30873384.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ktm at rice.edu Tue Feb 8 09:03:28 2011 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 8 Feb 2011 08:03:28 -0600 Subject: [rt-users] LVS and RT In-Reply-To: References: Message-ID: <20110208140328.GB22660@aart.is.rice.edu> On Mon, Feb 07, 2011 at 10:16:22PM -0700, Thierry Thelliez wrote: > Hello, > > We have been playing with different redundant architectures. > > The system we are trying now is comprised of: > 1- Two front end servers running an LVS based proxy system. Proxy to > RT and also other apps. > 2- The two previous servers load balance to two RT servers. > 3- The RT servers talk to a MySQL Master/Slave setup. > > We are trying to understand how Mason/Perl/RT are managing end user > sessions. We are getting session mix-ups. User A becomes User B... > > Any experience with such a setup? Or any enlightenment on how user > sessions work in RT? > > Thanks > Thierry > Are you storing your sessions in the database with an INNODB table, or are they stored in the filesystem? Ken From jledford at biltmore.com Tue Feb 8 10:44:14 2011 From: jledford at biltmore.com (Jason Ledford) Date: Tue, 8 Feb 2011 10:44:14 -0500 Subject: [rt-users] LVS and RT In-Reply-To: References: Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240FB09A111@MAILBOX.tbcnet.biltmore.com> I would say you need to add some persistence on your lvs side. We do this with something else and keep persistence for a while (like 4 hours, more than normal), this way its balanced to a degree, users within a certain time frame are returned to the same server. When dealing with web sessions you are probably going to have to do this. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thierry Thelliez Sent: Tuesday, February 08, 2011 12:16 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] LVS and RT Hello, We have been playing with different redundant architectures. The system we are trying now is comprised of: 1- Two front end servers running an LVS based proxy system. Proxy to RT and also other apps. 2- The two previous servers load balance to two RT servers. 3- The RT servers talk to a MySQL Master/Slave setup. We are trying to understand how Mason/Perl/RT are managing end user sessions. We are getting session mix-ups. User A becomes User B... Any experience with such a setup? Or any enlightenment on how user sessions work in RT? Thanks Thierry From Malek.Shabou at nic.fr Tue Feb 8 11:34:55 2011 From: Malek.Shabou at nic.fr (Malek Shabou) Date: Tue, 8 Feb 2011 17:34:55 +0100 Subject: [rt-users] using date in search conditions Message-ID: <20110208163455.GA14331@fairuz.nic.fr> Hi, 1/ are there a way to compare fields in a search condition, for exemple: to liste all tickets that took more then a week to resolve them: ((status = 'Resolved') and (Resolved>Created +'7 days')) 2/ not considere Weekend when comparing date: cf: ((Due > 0) and (status != 'new') and (Due>'-2 workings days')) Best regards, -- Shabou Malek From jblaine at kickflop.net Tue Feb 8 11:55:54 2011 From: jblaine at kickflop.net (Jeff Blaine) Date: Tue, 08 Feb 2011 11:55:54 -0500 Subject: [rt-users] What controls "Shredder" rights? Message-ID: <4D51759A.9000509@kickflop.net> RT 3.8.7 I haven't found this documented anywhere yet and I don't see any assignable rights. Who can do it? From gerard at eve-team.com Tue Feb 8 12:38:38 2011 From: gerard at eve-team.com (Gerard FENELON) Date: Tue, 08 Feb 2011 18:38:38 +0100 Subject: [rt-users] Dashboards : On the Home Page, no subscription is displayed when using Monday-Friday Message-ID: <4D517F9E.90907@eve-team.com> Hi it is possible someone has already reported this but I did not find by a quick check on issues at bestpractical.com. when I select "Frequency" = "Monday through Friday" for a subscription to a Dashboard then I see "None" on the Home page Dashboard widget in the Subscription column See the attached screen capture, the 2 middle dashboards have Monday-Friday subscription The following patch seems to correct the issue --- share/html/Dashboards/Elements/ShowSubscription 2010-12-31 13:53:47.000000000 +0100 +++ local/html/Dashboards/Elements/ShowSubscription 2011-02-08 18:25:40.000000000 +0100 @@ -71,5 +71,8 @@ elsif ($freq eq 'daily') { $frequency = loc("daily at [_1]", $hour); } + elsif ($freq eq 'm-f') { + $frequency = loc("Mon-Fri at [_1]", $hour); + } } Regards Gerard -------------- next part -------------- A non-text attachment was scrubbed... Name: RT-Bug-Dashboard.png Type: image/png Size: 12924 bytes Desc: not available URL: From sartak at bestpractical.com Tue Feb 8 13:00:31 2011 From: sartak at bestpractical.com (Shawn M Moore) Date: Tue, 08 Feb 2011 13:00:31 -0500 Subject: [rt-users] Dashboards : On the Home Page, no subscription is displayed when using Monday-Friday In-Reply-To: <4D517F9E.90907@eve-team.com> References: <4D517F9E.90907@eve-team.com> Message-ID: <4D5184BF.1040009@bestpractical.com> (11/02/08 12:38), Gerard FENELON wrote: > Hi > > it is possible someone has already reported this > but I did not find by a quick check on issues at bestpractical.com. > > when I select "Frequency" = "Monday through Friday" > for a subscription to a Dashboard > then I see "None" on the Home page Dashboard widget > in the Subscription column > > See the attached screen capture, > the 2 middle dashboards have Monday-Friday subscription > > The following patch seems to correct the issue > > --- share/html/Dashboards/Elements/ShowSubscription 2010-12-31 > 13:53:47.000000000 +0100 > +++ local/html/Dashboards/Elements/ShowSubscription 2011-02-08 > 18:25:40.000000000 +0100 > @@ -71,5 +71,8 @@ > elsif ($freq eq 'daily') { > $frequency = loc("daily at [_1]", $hour); > } > + elsif ($freq eq 'm-f') { > + $frequency = loc("Mon-Fri at [_1]", $hour); > + } > } > > > > Regards > Gerard > Gerard, Thanks for your bug report and patch. I've applied the fix to master. Shawn From dgood at willingminds.com Tue Feb 8 13:31:25 2011 From: dgood at willingminds.com (David Good) Date: Tue, 08 Feb 2011 10:31:25 -0800 Subject: [rt-users] CF appears after update even without SeeCustomField rights Message-ID: <4D518BFD.2080409@willingminds.com> I've found an issue in two separate 3.8.8 installations. Both have one or more CustomFields that are not supposed to be visible to most users. The CF is managed entirely by Scrips to contain extra information not needed by users. In one installation, it contains the Cost Center of the Requestor. In the other, there's a flag used to enable suppression of notifications when a ticket is resolved and another flag used to mark a ticket as 'urgent'. When using the web interface (i.e. via the 'Basics' or 'Jumbo' tab), the CF doesn't appear intially but after an update is made to any item and saved, the CustomField appear. From mathieu at closetwork.org Tue Feb 8 14:55:11 2011 From: mathieu at closetwork.org (Mathieu Longtin) Date: Tue, 8 Feb 2011 14:55:11 -0500 Subject: [rt-users] question about Best Practical's RT site Message-ID: Looking at issues.bestpractical.com, I noticed that for release tracking, you make a release ticket, and that ticket depends on all open issues for that release. I tried working like that here but I find it very cumbersome to use the link page and remember the ticket number for each release we have. Do you have a custom UI shortcut to make a ticket part of a release? -- Mathieu Longtin 1-514-803-8977 -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Tue Feb 8 15:23:00 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 08 Feb 2011 15:23:00 -0500 Subject: [rt-users] question about Best Practical's RT site In-Reply-To: References: Message-ID: <4D51A624.3000703@bestpractical.com> On 08 Feb 2011 14:55, Mathieu Longtin wrote: > Looking at issues.bestpractical.com , I > noticed that for release tracking, you make a release ticket, and that > ticket depends on all open issues for that release. > > I tried working like that here but I find it very cumbersome to use the > link page and remember the ticket number for each release we have. > > Do you have a custom UI shortcut to make a ticket part of a release? Check out our RT dashboard: http://issues.bestpractical.com/Dashboards/1408/RT. The "Recent bugs not assigned to a release" search has a custom format which provides a clickable "Link to 4.0.0" for each ticket found. If you click on the title of that box (to get to the search), and then look at the Advanced tab, you'll see how we're doing it at the bottom of the Format textbox. We also have a branch for autocompleting the link inputs (making it _much_ nicer), but that's currently slated for 4.2. Best, Thomas From falcone at bestpractical.com Tue Feb 8 15:24:13 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 8 Feb 2011 15:24:13 -0500 Subject: [rt-users] question about Best Practical's RT site In-Reply-To: References: Message-ID: <20110208202413.GS70280@jibsheet.com> On Tue, Feb 08, 2011 at 02:55:11PM -0500, Mathieu Longtin wrote: > Looking at [1]issues.bestpractical.com, I noticed that for release tracking, you make a > release ticket, and that ticket depends on all open issues for that release. > > I tried working like that here but I find it very cumbersome to use the link page and remember > the ticket number for each release we have. > > Do you have a custom UI shortcut to make a ticket part of a release? I use a saved search on a dashboard to review open and unlinked tickets that has a "link to 4.0.0" link that was added using a custom Format based on the Take links you see in '10 newest unowned tickets' I believe the guest user can see the RT dashboard. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Feb 8 15:51:36 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 8 Feb 2011 15:51:36 -0500 Subject: [rt-users] Fresh Install of RT-4.0.0rc4 In-Reply-To: References: Message-ID: <20110208205136.GU70280@jibsheet.com> > If I change my httpd.conf to something referenced in web_deployment.pod such > as: > > > > #User rt > #Group www > > > > > ServerRoot /usr > ServerAdmin root at localhost > > LoadModule authz_host_module modules/mod_authz_host.so > LoadModule env_module modules/mod_env.so > LoadModule alias_module modules/mod_alias.so > LoadModule perl_module modules/mod_perl.so > > # optional apache logs for RT > # ErrorLog /opt/rt4/var/log/apache2.error > # TransferLog /opt/rt4/var/log/apache2.access > # LogLevel debug > > AddDefaultCharset UTF-8 > PerlSetEnv RT_SITE_CONFIG /opt/rt4/etc/RT_SiteConfig.pm > > RedirectMatch permanent (.*)/$ $1/index.html > > DocumentRoot "/opt/rt4/share/html" > > Order allow,deny > Allow from all > > SetHandler perl-script > PerlResponseHandler Plack::Handler::Apache2 > PerlSetVar psgi_app /opt/rt4/sbin/rt-server > > > use Plack::Handler::Apache2; > Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); > > > > My RT site doesn't run at all! I have libapache2-mod-perl2 installed. What errors do you get? The mod_perl doc may want some of the cleanups I added to the fastcgi section -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From mmcgrath at carthage.edu Tue Feb 8 15:55:01 2011 From: mmcgrath at carthage.edu (Max McGrath) Date: Tue, 8 Feb 2011 14:55:01 -0600 Subject: [rt-users] Fresh Install of RT-4.0.0rc4 In-Reply-To: <20110208205136.GU70280@jibsheet.com> References: <20110208205136.GU70280@jibsheet.com> Message-ID: Thanks for the reply Kevin. I get "Not Found. The requested URL/rt/ was not found on this web server." in Firefox. And "Oops! This Link appears to be broken!" in Chrome. It's not even an RT error at that point, so something gets seriously broken with whatever I am doing! -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgrath at carthage.edu On Tue, Feb 8, 2011 at 2:51 PM, Kevin Falcone wrote: > > If I change my httpd.conf to something referenced in web_deployment.pod > such > > as: > > > > > > > > #User rt > > #Group www > > > > > > > > > > ServerRoot /usr > > ServerAdmin root at localhost > > > > LoadModule authz_host_module modules/mod_authz_host.so > > LoadModule env_module modules/mod_env.so > > LoadModule alias_module modules/mod_alias.so > > LoadModule perl_module modules/mod_perl.so > > > > # optional apache logs for RT > > # ErrorLog /opt/rt4/var/log/apache2.error > > # TransferLog /opt/rt4/var/log/apache2.access > > # LogLevel debug > > > > AddDefaultCharset UTF-8 > > PerlSetEnv RT_SITE_CONFIG /opt/rt4/etc/RT_SiteConfig.pm > > > > RedirectMatch permanent (.*)/$ $1/index.html > > > > DocumentRoot "/opt/rt4/share/html" > > > > Order allow,deny > > Allow from all > > > > SetHandler perl-script > > PerlResponseHandler Plack::Handler::Apache2 > > PerlSetVar psgi_app /opt/rt4/sbin/rt-server > > > > > > use Plack::Handler::Apache2; > > Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); > > > > > > > > My RT site doesn't run at all! I have libapache2-mod-perl2 installed. > > What errors do you get? > > The mod_perl doc may want some of the cleanups I added to the fastcgi > section > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Feb 8 16:08:46 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 8 Feb 2011 16:08:46 -0500 Subject: [rt-users] No Content from Replies for Requestors! In-Reply-To: <001401cbc3af$66075200$3215f600$@com> References: <001401cbc3af$66075200$3215f600$@com> Message-ID: <20110208210846.GW70280@jibsheet.com> On Thu, Feb 03, 2011 at 09:34:00AM -0500, Steve McStravick wrote: > I have a strange situation. > We are rolling out RT 3.8.8 and have hit the following issues a couple of > times now, but not always! > Replies Sent out to our Requestors and Cc sometime show "Transaction > contains no content" when there IS content, > and in fact the AdminCcs get the message on the same transaction! > > Here is the suspect template that is used for Requestors and Cc (slightly > change from the default Correspondence template): The really important thing is what Condition and Action are triggered and for what transaction they trigger. Unfortunately, that information is in the Message-Id which you trimmed. -kevin > RT-Attach-Message: yes > Sender: Company Support > From: Company Support > > {$Transaction->Content()} > > Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} > > > > Whereas the AdminCc is almost the same, except I don't make the Sender&From > Anonymous and I add the Owner to the subject: > RT-Attach-Message: yes > Subject: Owner: ({$Ticket->OwnerObj->Name}) {$Ticket->Subject} > > Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} > > > {$Transaction->Content()} > > > Here is a example of the emails generated (note: it had an XML attachment > for this one..another time it has SQL attached) > To Requestors & Ccs: > Sender: Company Support > From: Company Support > Subject: [RT#3144] FW: Multi Sample DC > Reply-To: help at email.com > ... > MIME-Version: 1.0 > X-RT-Original-Encoding: utf-8 > Date: Wed, 2 Feb 2011 15:22:45 -0500 > RT-Attachment: 3144/37795/12542 > RT-Attachment: 3144/37795/12543 > Content-Type: text/plain; charset="utf-8" > Content-Transfer-Encoding: 8bit > > This transaction appears to have no content > > Ticket > > To AdminCc: > Subject: [RT #3144] Owner: (me) FW: Multi Sample DC > From: "My Myself via RT" > Reply-To: help at mail.com > ... > MIME-Version: 1.0 > X-RT-Original-Encoding: utf-8 > Date: Wed, 2 Feb 2011 15:22:45 -0500 > RT-Attachment: 3144/37795/12543 > Content-Type: text/plain; charset="utf-8" > Content-Transfer-Encoding: 8bit > > > > Hello Scott, > > Can you please import the following attachment. I just added a _1 to the end > of > the operation Id. Please let me know if that resolves your problem. > > > Thanks > Steve -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Feb 8 16:09:41 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 8 Feb 2011 16:09:41 -0500 Subject: [rt-users] Created date for transaction In-Reply-To: <4D4AA750.6040108@desy.de> References: <4D4AA750.6040108@desy.de> Message-ID: <20110208210941.GX70280@jibsheet.com> On Thu, Feb 03, 2011 at 02:02:08PM +0100, Bj?rn Schulz wrote: > Hi, > > We like to print the creation date of a transaction to a cf.. > > $TempDate = $TA->Created() > > The result is, however, in GMT. > How can I convert it to my local timezone? $TA->CreatedObj is probably closer to what you want, and then you can use RT::Date methods on it -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Feb 8 16:15:04 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 8 Feb 2011 16:15:04 -0500 Subject: [rt-users] Fwd: Re: RT::Authen::ExternalAuth [SOLVED] In-Reply-To: <4D4BC04E.3090806@sgul.ac.uk> References: <4D4BC04E.3090806@sgul.ac.uk> Message-ID: <20110208211504.GY70280@jibsheet.com> On Fri, Feb 04, 2011 at 09:01:02AM +0000, Giuseppe Sollazzo wrote: > FYI > > > Coping /usr/local/lib/rt3/plugins/RT-Authen-ExternalAuth/lib/* to > /usr/local/lib/rt3/lib solved the problem. This implies you never set your @Plugins up 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 falcone at bestpractical.com Tue Feb 8 16:23:07 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 8 Feb 2011 16:23:07 -0500 Subject: [rt-users] Possible to stop rt-crontool from logging to ticket? In-Reply-To: <4CB3E05044AE6D47989FF271DEF16ADA08C240F9@us-ex02.Corp.Exlibrisgroup.com> References: <4CB3E05044AE6D47989FF271DEF16ADA08C24069@us-ex02.Corp.Exlibrisgroup.com> <20110204170733.GF1261@aart.is.rice.edu> <4CB3E05044AE6D47989FF271DEF16ADA08C240F9@us-ex02.Corp.Exlibrisgroup.com> Message-ID: <20110208212307.GZ70280@jibsheet.com> On Fri, Feb 04, 2011 at 11:24:20AM -0600, John Alberts wrote: > I haven't looked at dashboard much, but at first glance, it looks > like the dashboard is tied to a specific user. I wanted to setup > something that wasn't dependent on a specific user account as the > email I am sending the reminders out to is an email group. You could subscribe the dashboard to your email group, you can type in email addresses other than your own on the subscription page You could also use RT::Action::Notify instead of RT::Action::RecordComment, which would still record the outgoing email but skip leaving a Comment. -kevin > I like your idea of using the RT CLI. I didn't even think of using that. Thank you. > > > ---------- > John Alberts > Hosted Services Systems Administrator > Ex Libris (USA) Inc. > 1350 E. Touhy Ave. ?Suite 200 East > Des Plaines, IL 60018 > > Follow Ex Libris on Twitter: @exlibrisgroup > > > -----Original Message----- > From: Kenneth Marshall [mailto:ktm at rice.edu] > Sent: Friday, February 04, 2011 11:08 AM > To: John Alberts > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Possible to stop rt-crontool from logging to ticket? > > On Fri, Feb 04, 2011 at 10:31:05AM -0600, John Alberts wrote: > > I have setup some cronjobs to use rt-crontool to email reminders to a > > group email address about open tickets. This works great, but every > > time it sends an email, it logs it in the ticket history. This makes > > the ticket history quite messy. Is there any way to tell rt-crontool > > not to log to the ticket history, or possibly specify something in the > > template I'm using? > > > > > > > > Here's an example of one of the cronjobs I'm using: > > > > 0 3 * * * /opt/rt3/bin/rt-crontool --search RT::Search::FromSQL > > --search-arg "Owner = 'nobody' AND Created < '2 days ago' AND Created > > > '3 days ago' AND Status != 'resolved' AND Status != 'rejected' AND > > Status != 'deleted'" --action RT::Action::RecordComment --template > > 'Unowned tickets2' > > > > > > > > Also, where can I get a list of supported actions for rt-crontool? I > > couldn't find any documentation for that. > > > > > > > > Thanks > > > > ---------- > > > > John Alberts > > > > Hosted Services Systems Administrator > > > > Ex Libris (USA) Inc. > > 1350 E. Touhy Ave. Suite 200 East > > Des Plaines, IL 60018 > > Hi John, > > The --action you are using stores the information in the History. > Have you considered making the appropriate dashboard and then using > the Email Dashboards function to send the appropriate reminders. > This should avoid having to add to the History. Alternatively, you > could send the mail from outside of RT and just use the RT CLI to > gather the information for your mail message. > > Cheers, > Ken -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Feb 8 16:29:00 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 8 Feb 2011 16:29:00 -0500 Subject: [rt-users] No Content from Replies for Requestors! In-Reply-To: <013a01cbc4a2$d6679610$8336c230$@com> References: <013a01cbc4a2$d6679610$8336c230$@com> Message-ID: <20110208212900.GA70280@jibsheet.com> On Fri, Feb 04, 2011 at 02:36:36PM -0500, Steve McStravick wrote: > Here are the transactions from the DB. > > > 37795 RT::Ticket 3144 0 Correspond No Subject 1215 > 2011-02-02 20:22:44.0 > 37796 RT::Ticket 3144 0 EmailRecord > 1 2011-02-02 > 20:22:45.0 > 37797 RT::Ticket 3144 0 EmailRecord > 1 2011-02-02 > 20:22:46.0 So, what are the Conditions, Actions and Templates for Scrips 5 and 23 -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Feb 8 16:30:13 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 8 Feb 2011 16:30:13 -0500 Subject: [rt-users] Problem with creating tickets through email In-Reply-To: References: Message-ID: <20110208213013.GB70280@jibsheet.com> On Mon, Feb 07, 2011 at 03:33:13PM +0530, Rohit Babu wrote: > Hello, > > I have configured rt-3.6.10 on my centos-5.5 machine. I am facing problem with creating ticket > through mail. i have followed the blow link: > [1]http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg26966.html > > But i cant create a ticket through mail. Please help. > > Please find below my fetchmailrc file. > > set syslog; > set daemon 20; > > poll [2]pop.gmail.com proto pop3 port 995: > username [3]rt at mydomain.in password ******** ssl mda "/usr/bin/perl /usr/sbin/rt-mailgate > --url [4]http://192.168.1.138/rt3/ --queue General --action correspond" > > Its fetching mails from my mail account. There is no ticket created in my RT. And what do your RT logs say? -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Feb 8 16:32:06 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 8 Feb 2011 16:32:06 -0500 Subject: [rt-users] Active Directory Authentication Issue In-Reply-To: <20110208012043.F4605B0F@resin12.mta.everyone.net> References: <20110208012043.F4605B0F@resin12.mta.everyone.net> Message-ID: <20110208213206.GC70280@jibsheet.com> On Tue, Feb 08, 2011 at 01:20:43AM -0800, Dragan wrote: > Hi everyone, I'm having problem to set the authentication to work with active directory. I'm > using domain administrator user for binding the AD. This is the error from syslog > > [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: > LDAP_INVALID_CREDENTIALS 49 (/usr/local/lib/rt3/lib/RT/Authen/ExternalAuth/LDAP.pm:467) > > and this is from ldapsearch tool: > > ldapsearch -h example -b "cn=some user, ou=Users, dc=example,dc=com,dc=mk" -D "admin, > dc=example=com,dc=mk" -w "password" > > ldap_bind: Invalid credentials (49) > additional info: 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, > data 525, vece > > it is obviously something to do with username and password. My question is do I need special > user for binding the active directory? or it is some mismatch in the config. Thanks I'd be looking at your ldap server error logs to figure out the format it wants -kevin > This is the config from RT_SiteConfig.pm > > Set( @Plugins, qw(RT::Authen::ExternalAuth) ); > > Set($ExternalAuthPriority, [ 'My_LDAP', ] > ); > Set($ExternalInfoPriority, [ 'My_LDAP' ] > ); > > Set($ExternalServiceUsesSSLorTLS, 0); > Set($AutoCreateNonExternalUsers, 0); > Set($ExternalSettings, { > > 'My_LDAP' => { > 'type' => 'ldap', > 'auth' => 1, > 'server' => 'example', > 'user' => 'user', > 'pass' => 'password', > 'base' => > 'ou=Users,Groups,DC=unibank,DC=com,DC=mk', > 'net_ldap_args' => [ version => 3 ], > 'ssl_version' => 3, > 'filter' => '(objectClass=*)', > # 'filter' => '(sAMAccountName=%u)', > 'd_filter' => > '(userAccountControl:1.2.840.113556.1.4.803:=2)', > # 'd_filter' => '(&(objectCategory=person)(objectClass=user))', > 'attr_match_list' => [ > 'Name', > 'EmailAddress', > 'RealName', > # 'WorkPhone', > # 'Address2' > ], > 'attr_map' => { 'Name' => > 'sAMAccountName', > 'EmailAddress' => 'mail', > 'RealName' => 'cn', > 'Organization' => 'physicalDeliveryOfficeName', > } > }, > } > ); > > > > ---------------------------------------------------------------------------------------------- > > --- > http://mail.secureroot.com/ - free mailbox for hackers and geeks -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Feb 8 16:33:21 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 8 Feb 2011 16:33:21 -0500 Subject: [rt-users] What controls "Shredder" rights? In-Reply-To: <4D51759A.9000509@kickflop.net> References: <4D51759A.9000509@kickflop.net> Message-ID: <20110208213321.GD70280@jibsheet.com> On Tue, Feb 08, 2011 at 11:55:54AM -0500, Jeff Blaine wrote: > RT 3.8.7 > > I haven't found this documented anywhere yet and I don't > see any assignable rights. > > Who can do it? SuperUsers -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Feb 8 16:34:47 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 8 Feb 2011 16:34:47 -0500 Subject: [rt-users] Fresh Install of RT-4.0.0rc4 In-Reply-To: References: <20110208205136.GU70280@jibsheet.com> Message-ID: <20110208213447.GE70280@jibsheet.com> On Tue, Feb 08, 2011 at 02:55:01PM -0600, Max McGrath wrote: > Thanks for the reply Kevin. > I get "Not Found. The requested URL/rt/ was not found on this web server." in Firefox. > And "Oops! This Link appears to be broken!" in Chrome. > It's not even an RT error at that point, so something gets seriously broken with whatever I am I don't see anything in your config which would make /rt work > On Tue, Feb 8, 2011 at 2:51 PM, Kevin Falcone <[2]falcone at bestpractical.com> wrote: > > > If I change my httpd.conf to something referenced in web_deployment.pod such > > as: > > > > > > > > #User rt > > #Group www > > > > > > > > > > ServerRoot /usr > > ServerAdmin root at localhost > > > > LoadModule authz_host_module modules/mod_authz_host.so > > LoadModule env_module modules/mod_env.so > > LoadModule alias_module modules/mod_alias.so > > LoadModule perl_module modules/mod_perl.so > > > > # optional apache logs for RT > > # ErrorLog /opt/rt4/var/log/apache2.error > > # TransferLog /opt/rt4/var/log/apache2.access > > # LogLevel debug > > > > AddDefaultCharset UTF-8 > > PerlSetEnv RT_SITE_CONFIG /opt/rt4/etc/RT_SiteConfig.pm > > > > RedirectMatch permanent (.*)/$ $1/index.html > > > > DocumentRoot "/opt/rt4/share/html" > > > > Order allow,deny > > Allow from all > > > > SetHandler perl-script > > PerlResponseHandler Plack::Handler::Apache2 > > PerlSetVar psgi_app /opt/rt4/sbin/rt-server > > > > > > use Plack::Handler::Apache2; > > Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); > > > > > > > > My RT site doesn't run at all! I have libapache2-mod-perl2 installed. > > What errors do you get? > > The mod_perl doc may want some of the cleanups I added to the fastcgi > section > -kevin > > References > > Visible links > 1. mailto:mmcgrath at carthage.edu > 2. mailto:falcone at bestpractical.com > 3. http://rt.example.com/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jblaine at kickflop.net Tue Feb 8 16:52:37 2011 From: jblaine at kickflop.net (Jeff Blaine) Date: Tue, 08 Feb 2011 16:52:37 -0500 Subject: [rt-users] What controls "Shredder" rights? In-Reply-To: <20110208213321.GD70280@jibsheet.com> References: <4D51759A.9000509@kickflop.net> <20110208213321.GD70280@jibsheet.com> Message-ID: <4D51BB25.9060503@kickflop.net> I've added this info to the Shredder wiki page On 2/8/2011 4:33 PM, Kevin Falcone wrote: > On Tue, Feb 08, 2011 at 11:55:54AM -0500, Jeff Blaine wrote: >> RT 3.8.7 >> >> I haven't found this documented anywhere yet and I don't >> see any assignable rights. >> >> Who can do it? > > SuperUsers From hgarcia at nitido.com Tue Feb 8 16:55:26 2011 From: hgarcia at nitido.com (Hernan Garcia) Date: Tue, 8 Feb 2011 17:25:26 -0430 Subject: [rt-users] Set ticket due date with email Message-ID: Good evening guys, I am wondering if there's a way to set a ticket due date with the same email sent to create it in the first place (like any special string format in the subject or body of the email). Thanks in advance. -- (c) 2011 Nitido Inc. - Proprietary and Confidential. All rights reserved. Hernan Garcia Nitido, Inc. hgarcia at nitido.com office: +58 212 961 58 31 mobile: +58 426 516 79 94 international: +1 647 430 3417 ____ This electronic transmission (including any and all attachments) is intended solely for the use of the individual or entity to which it is addressed and may contain information that is privileged and/or confidential. If you are not the intended recipient of this electronic transmission, you are hereby notified that any disclosures, copying or distribution, or the taking of any action in reliance upon the contents of this electronic transmission is strictly prohibited, and you are further requested to purge this electronic transmission and all copies thereof from your computer systems. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Tue Feb 8 16:59:50 2011 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 8 Feb 2011 15:59:50 -0600 Subject: [rt-users] Set ticket due date with email In-Reply-To: References: Message-ID: <20110208215950.GB27504@aart.is.rice.edu> On Tue, Feb 08, 2011 at 05:25:26PM -0430, Hernan Garcia wrote: > Good evening guys, > > I am wondering if there's a way to set a ticket due date with the same email sent to create it in the first place (like any special string format in the subject or body of the email). > > Thanks in advance. > Try: RT-Extension-CommandByMail Cheers, Ken From smcstravick at eyelit.com Tue Feb 8 17:02:13 2011 From: smcstravick at eyelit.com (Steve McStravick) Date: Tue, 8 Feb 2011 17:02:13 -0500 Subject: [rt-users] No Content from Replies for Requestors! In-Reply-To: References: Message-ID: <003f01cbc7db$d7d002d0$87700870$@com> Scrip 5 - On Correspond Notify AdminCcs Condition-On Correspond Action: Notify AdminCcs Template: Global template: Admin Correspondence Stage: Transaction Create Scrip 23 - On Correspond Notify-Anonymous Requestors and Ccs Condition-On Correspond Action: Notify Requestors and Ccs Template: Global template: Anon-Correspondence Stage: Transaction Create Template - Admin Correspondence RT-Attach-Message: yes Subject: Owner: ({$Ticket->OwnerObj->Name}) {$Ticket->Subject} Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} > {$Transaction->Content()} Template: Anon-Correspondence Content-Type: text/html RT-Attach-Message: yes Sender: Eyelit Support From: Eyelit Support Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} > {$Transaction->Content()} ---- note I've since added "Content-Type: text/html" since I first posted this problem, now it does give the correspondence (in HTML) followed by the plain-text version with all of the html tags around it. Thank you for your response. Steve From: Kevin Falcone To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] No Content from Replies for Requestors! Message-ID: <20110208212900.GA70280 at jibsheet.com> Content-Type: text/plain; charset="us-ascii" On Fri, Feb 04, 2011 at 02:36:36PM -0500, Steve McStravick wrote: > Here are the transactions from the DB. > > > 37795 RT::Ticket 3144 0 Correspond No Subject 1215 > 2011-02-02 20:22:44.0 > 37796 RT::Ticket 3144 0 EmailRecord > 1 2011-02-02 > 20:22:45.0 > 37797 RT::Ticket 3144 0 EmailRecord > 1 2011-02-02 > 20:22:46.0 So, what are the Conditions, Actions and Templates for Scrips 5 and 23 -kevin From mmcgrath at carthage.edu Tue Feb 8 17:10:06 2011 From: mmcgrath at carthage.edu (Max McGrath) Date: Tue, 8 Feb 2011 16:10:06 -0600 Subject: [rt-users] Fresh Install of RT-4.0.0rc4 In-Reply-To: <20110208213447.GE70280@jibsheet.com> References: <20110208205136.GU70280@jibsheet.com> <20110208213447.GE70280@jibsheet.com> Message-ID: You are correct! See...I told you I'm not good with Apache! Anyways...when I go straight to my web server I get: It works! This is the default web page for this server. The web server software is running but no content has been added, yet. So, what do I need to do in my apache config to point it to wherever RT should be running? -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgrath at carthage.edu On Tue, Feb 8, 2011 at 3:34 PM, Kevin Falcone wrote: > On Tue, Feb 08, 2011 at 02:55:01PM -0600, Max McGrath wrote: > > Thanks for the reply Kevin. > > I get "Not Found. The requested URL/rt/ was not found on this web > server." in Firefox. > > And "Oops! This Link appears to be broken!" in Chrome. > > It's not even an RT error at that point, so something gets seriously > broken with whatever I am > > I don't see anything in your config which would make /rt work > > > On Tue, Feb 8, 2011 at 2:51 PM, Kevin Falcone <[2] > falcone at bestpractical.com> wrote: > > > > > If I change my httpd.conf to something referenced in > web_deployment.pod such > > > as: > > > > > > > > > > > > #User rt > > > #Group www > > > > > > > > > > > > > > > ServerRoot /usr > > > ServerAdmin root at localhost > > > > > > LoadModule authz_host_module modules/mod_authz_host.so > > > LoadModule env_module modules/mod_env.so > > > LoadModule alias_module modules/mod_alias.so > > > LoadModule perl_module modules/mod_perl.so > > > > > > # optional apache logs for RT > > > # ErrorLog /opt/rt4/var/log/apache2.error > > > # TransferLog /opt/rt4/var/log/apache2.access > > > # LogLevel debug > > > > > > AddDefaultCharset UTF-8 > > > PerlSetEnv RT_SITE_CONFIG /opt/rt4/etc/RT_SiteConfig.pm > > > > > > RedirectMatch permanent (.*)/$ $1/index.html > > > > > > DocumentRoot "/opt/rt4/share/html" > > > > > > Order allow,deny > > > Allow from all > > > > > > SetHandler perl-script > > > PerlResponseHandler Plack::Handler::Apache2 > > > PerlSetVar psgi_app /opt/rt4/sbin/rt-server > > > > > > > > > use Plack::Handler::Apache2; > > > Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); > > > > > > > > > > > > My RT site doesn't run at all! I have libapache2-mod-perl2 > installed. > > > > What errors do you get? > > > > The mod_perl doc may want some of the cleanups I added to the > fastcgi > > section > > -kevin > > > > References > > > > Visible links > > 1. mailto:mmcgrath at carthage.edu > > 2. mailto:falcone at bestpractical.com > > 3. http://rt.example.com/ > -------------- next part -------------- An HTML attachment was scrubbed... URL: From tjg at soe.ucsc.edu Tue Feb 8 17:43:07 2011 From: tjg at soe.ucsc.edu (Tim Gustafson) Date: Tue, 8 Feb 2011 14:43:07 -0800 (PST) Subject: [rt-users] Question about Scripts In-Reply-To: <1550913911.123156.1297204962788.JavaMail.root@mail-01.cse.ucsc.edu> Message-ID: <524103142.123165.1297204987175.JavaMail.root@mail-01.cse.ucsc.edu> Hi, I have an RT installation that is quite old now, and has been handed down to me by a person who is no longer with us. The configuration has been modified and modified over the years and I'm not sure how closely it resembles the "out of the box" configuration anymore. I've been getting some complaints from users about not getting notified in certain circumstances, so I was trying to make sure that I have all the "right" scrips set up, and I was wondering if the list would care to comment on what I've got set up right now. I'm attaching a little text file that has the list of all the scrips I'm using right now. Is the list I've attached reasonable? Am I missing anything obvious? Should any of these go away? Thanks! Tim Gustafson Baskin School of Engineering UC Santa Cruz tjg at soe.ucsc.edu 831-459-5354 -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: rt-scrips.txt URL: From rohitb at valyoo.in Wed Feb 9 00:45:02 2011 From: rohitb at valyoo.in (Rohit Babu) Date: Wed, 9 Feb 2011 11:15:02 +0530 Subject: [rt-users] Problem with creating tickets through email In-Reply-To: <20110208213013.GB70280@jibsheet.com> References: <20110208213013.GB70280@jibsheet.com> Message-ID: I have resolved the problem. It was the problem with user privileges I have created a queue in which all everybody have permission to create ticket and now i can generate ticket through mail On Wed, Feb 9, 2011 at 3:00 AM, Kevin Falcone wrote: > On Mon, Feb 07, 2011 at 03:33:13PM +0530, Rohit Babu wrote: > > Hello, > > > > I have configured rt-3.6.10 on my centos-5.5 machine. I am facing > problem with creating ticket > > through mail. i have followed the blow link: > > [1] > http://www.mail-archive.com/rt-users at lists.bestpractical.com/msg26966.html > > > > But i cant create a ticket through mail. Please help. > > > > Please find below my fetchmailrc file. > > > > set syslog; > > set daemon 20; > > > > poll [2]pop.gmail.com proto pop3 port 995: > > username [3]rt at mydomain.in password ******** ssl mda "/usr/bin/perl > /usr/sbin/rt-mailgate > > --url [4]http://192.168.1.138/rt3/ --queue General --action > correspond" > > > > Its fetching mails from my mail account. There is no ticket created in > my RT. > > And what do your RT logs say? > -- Regards, Rohith Babu PS System Administrator Valyoo Technologies. +919990334811 -------------- next part -------------- An HTML attachment was scrubbed... URL: From xavier.montagutelli at unilim.fr Wed Feb 9 02:38:05 2011 From: xavier.montagutelli at unilim.fr (Xavier Montagutelli) Date: Wed, 9 Feb 2011 08:38:05 +0100 Subject: [rt-users] Fresh Install of RT-4.0.0rc4 In-Reply-To: References: <20110208213447.GE70280@jibsheet.com> Message-ID: <201102090838.06050.xavier.montagutelli@unilim.fr> On Tuesday 08 February 2011 23:10:06 Max McGrath wrote: > You are correct! > > See...I told you I'm not good with Apache! > > Anyways...when I go straight to my web server I get: > > It works! > > This is the default web page for this server. > > The web server software is running but no content has been added, yet. > > So, what do I need to do in my apache config to point it to wherever RT > should be running? > -- > Max McGrath > Asst. Network Admin/Systems Specialist > Carthage College > 262-552-5512 > mmcgrath at carthage.edu > > On Tue, Feb 8, 2011 at 3:34 PM, Kevin Falcone wrote: > > On Tue, Feb 08, 2011 at 02:55:01PM -0600, Max McGrath wrote: > > > Thanks for the reply Kevin. > > > I get "Not Found. The requested URL/rt/ was not found on this web > > > > server." in Firefox. > > > > > And "Oops! This Link appears to be broken!" in Chrome. > > > It's not even an RT error at that point, so something gets seriously > > > > broken with whatever I am > > > > I don't see anything in your config which would make /rt work > > > > > On Tue, Feb 8, 2011 at 2:51 PM, Kevin Falcone <[2] > > > > falcone at bestpractical.com> wrote: > > > > If I change my httpd.conf to something referenced in > > > > web_deployment.pod such > > > > > > as: > > > > > > > > > > > > > > > > #User rt > > > > #Group www > > > > > > > > > > > > > > > > Your "VirtualHost" must match your previously defined "NameVirtualHost" directive. On a Debian system, you have a /etc/apache2/ports.conf file, giving the default listinening port and the default NameVirtualHost. Very often "*:80". So, you should check what name to use for your VirtualHost directive. rt.example.com seems odd. Ref : http://httpd.apache.org/docs/2.0/vhosts/examples.html > > > > ServerRoot /usr > > > > ServerAdmin root at localhost > > > > > > > > LoadModule authz_host_module modules/mod_authz_host.so > > > > LoadModule env_module modules/mod_env.so > > > > LoadModule alias_module modules/mod_alias.so > > > > LoadModule perl_module modules/mod_perl.so > > > > > > > > # optional apache logs for RT > > > > # ErrorLog /opt/rt4/var/log/apache2.error > > > > # TransferLog /opt/rt4/var/log/apache2.access > > > > # LogLevel debug > > > > > > > > AddDefaultCharset UTF-8 > > > > PerlSetEnv RT_SITE_CONFIG /opt/rt4/etc/RT_SiteConfig.pm > > > > > > > > RedirectMatch permanent (.*)/$ $1/index.html > > > > > > > > DocumentRoot "/opt/rt4/share/html" > > > > > > > > Order allow,deny > > > > Allow from all > > > > > > > > SetHandler perl-script > > > > PerlResponseHandler Plack::Handler::Apache2 > > > > PerlSetVar psgi_app /opt/rt4/sbin/rt-server > > > > > > > > > > > > use Plack::Handler::Apache2; > > > > Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); > > > > > > > > > > > > > > > > My RT site doesn't run at all! I have libapache2-mod-perl2 > > > > installed. > > > > > What errors do you get? > > > > > > The mod_perl doc may want some of the cleanups I added to the > > > > fastcgi > > > > > section > > > -kevin > > > > > > References > > > > > > Visible links > > > 1. mailto:mmcgrath at carthage.edu > > > 2. mailto:falcone at bestpractical.com > > > 3. http://rt.example.com/ -- Xavier Montagutelli Tel : +33 (0)5 55 45 77 20 Service Commun Informatique Fax : +33 (0)5 55 45 75 95 Universite de Limoges 123, avenue Albert Thomas 87060 Limoges cedex From tobias.hieta at purplescout.se Wed Feb 9 05:19:43 2011 From: tobias.hieta at purplescout.se (Tobias Hieta) Date: Wed, 9 Feb 2011 11:19:43 +0100 (CET) Subject: [rt-users] DB layout and getting the requestors for a ticket In-Reply-To: <22953280.19739.1297246523138.JavaMail.root@husmusen> Message-ID: <26629252.19761.1297246783733.JavaMail.root@husmusen> Hello, First of all I would like to say: I know this is not the best way to do it, I know the underlying database will probably change and my non-warranty is even more void. BUT, I would like to select requestors and owner etc from a ticket directly on the database (I am using MySQL), I have tried to figure out how to get the requestor from the tables by looking at the schema and the code, but it eludes me. Can someone point me in the right direction on how to make a direct select statement to get this information? Thanks, Tobias -- Tobias Hieta Project Manager @ Purple Scout E-Mail: tobias.hieta at purplescout.se Cell: +46 732 051 411 www: http://about.me/thieta From tobias.hieta at purplescout.se Wed Feb 9 06:42:46 2011 From: tobias.hieta at purplescout.se (Tobias Hieta) Date: Wed, 9 Feb 2011 12:42:46 +0100 (CET) Subject: [rt-users] Possible Bug in 'Scrips and Recipients' and TransactionBatch Message-ID: <24977048.19912.1297251766509.JavaMail.root@husmusen> Hello, I have noticed that when we switched some of our Scripts to TransactionBatch from TransactionCreate the email addresses affected by those scrips where removed from the 'Scrips and Recipients' window in Update/Reply to ticket. Is this a known bug or am I doing something else wrong? Thanks, -- Tobias Hieta Project Manager @ Purple Scout E-Mail: tobias.hieta at purplescout.se Cell: +46 732 051 411 www: http://about.me/thieta From mbrown at fensystems.co.uk Wed Feb 9 08:37:17 2011 From: mbrown at fensystems.co.uk (Michael Brown) Date: Wed, 9 Feb 2011 13:37:17 +0000 Subject: [rt-users] Default auto-refresh interval Message-ID: <201102091337.17589.mbrown@fensystems.co.uk> Hi, I had a customer request to set the default home page refresh interval to 2 minutes for all users. I found several suggestions that essentially involved modifying the code (e.g. by creating a local version of Elements/Login or Elements/Refresh), but wanted to avoid code customisations if at all possible. I found that I could make this work using mod_rewrite, without having to touch the RT code: RewriteEngine On RewriteRule ^/$ /?HomeRefreshInterval=120 [L,PT,QSA] (note that this is with RT in the root directory of a virtual host; modify the "^/$" portion as necessary for other locations). Posting this message for the record, to save someone else the time it took me to figure this out. Michael From wolfram.huettermann at desy.de Wed Feb 9 08:43:32 2011 From: wolfram.huettermann at desy.de (Wolfram Huettermann) Date: Wed, 09 Feb 2011 14:43:32 +0100 Subject: [rt-users] Creating a ticket whose content is "foo" Message-ID: <4D529A04.8090405@desy.de> Hello, I think this is a stupid question that I ask you old-timers in RT. I intend to create a ticket in the queue test and the content is "foo" in shell, not in MASON. Here is the code snippet: my $CurrentUser = GetCurrentUser(); use RT::Tickets; my $Ticket = RT::Ticket->new($CurrentUser); my %TicketInput = ( "Subject" => "The new ticket today", "Queue" => "testq-noc", # an existing one on your RT "Owner" => "root", "Requestor" => "max\@mustermann.de", # an existing one on your RT "Content" => "foo", "Status" => "new", ); $Ticket->Create(%TicketInput); The ticket will be created, but its content remains empty if you look in the module Ticket/Display.html. Nevertheless, I want to create a ticket whose content is supposed to be "foo". I cannot use the function CreateTicket, as it only works on RT-MASON, but not on bash. Greetings, Wolfram H?ttermann From bbilbrey at dynaxys.com Wed Feb 9 08:50:35 2011 From: bbilbrey at dynaxys.com (Brian P. Bilbrey) Date: Wed, 09 Feb 2011 08:50:35 -0500 Subject: [rt-users] Queue-specific message box contents Message-ID: <4D529BAB.2070701@dynaxys.com> My goal: I've got a change management queue. When I create a new ticket in the web interface for this queue, I want the MessageBox (comment) field pre-populated with text headers like these: """ Description: Implementation Method: Reversion Method: Anticipated Downtime: Risks: """ This helps ticket creators (including myself) to keep in mind all the things we should be considering for every CM event. But I only want this text to show up when I click on the New Ticket In ChangeMgmt button in the web interface. Not for comments, or for any other queues. I've spent a fair bit of time with Google trying to find references to managing the message box using a user-defined condition scrip, and have had no luck - the links for custom scrips from RT-users mostly refer to managing email templates. In an ideal world, I'd be able to say "Use this template to populate the comment field on ticket creation for this queue." But I don't see how to do that. Does anyone have any guidance for me? Thanks, .brian -- Brian Bilbrey : Dynaxys LLC : UNIX Systems : 301.622.0900 x364 From gerard at eve-team.com Wed Feb 9 08:59:19 2011 From: gerard at eve-team.com (Gerard FENELON) Date: Wed, 09 Feb 2011 14:59:19 +0100 Subject: [rt-users] DB layout and getting the requestors for a ticket In-Reply-To: <26629252.19761.1297246783733.JavaMail.root@husmusen> References: <26629252.19761.1297246783733.JavaMail.root@husmusen> Message-ID: <4D529DB7.3090800@eve-team.com> Tobias Something similar to FROM Tickets AS Ticket JOIN Groups AS ReqGroup ON ReqGroup.instance = Ticket.id JOIN GroupMembers AS ReqGroupMember ON ReqGroupMember.GroupId = ReqGroup.id JOIN Users AS Requestor ON ReqGroupMember.MemberId = Requestor.id should do the trick Gerard On 2011-02-09 11:19, Tobias Hieta wrote: > Hello, > > First of all I would like to say: I know this is not the best way to do it, I know the underlying database will probably change and my non-warranty is even more void. BUT, I would like to select requestors and owner etc from a ticket directly on the database (I am using MySQL), I have tried to figure out how to get the requestor from the tables by looking at the schema and the code, but it eludes me. Can someone point me in the right direction on how to make a direct select statement to get this information? > > Thanks, > Tobias > -- Gerard FENELON Corporate Support Emulation& Verification Engineering 2 bis, voie La Cardon phone: +33 1 6453 2734 Parc Gutenberg fax: +33 1 6453 2740 91120 Palaiseau http://www.eve-team.com FRANCE From dominic.hargreaves at oucs.ox.ac.uk Wed Feb 9 09:08:52 2011 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Wed, 9 Feb 2011 14:08:52 +0000 Subject: [rt-users] Queue-specific message box contents In-Reply-To: <4D529BAB.2070701@dynaxys.com> References: <4D529BAB.2070701@dynaxys.com> Message-ID: <20110209140852.GN5094@gunboat-diplomat.oucs.ox.ac.uk> On Wed, Feb 09, 2011 at 08:50:35AM -0500, Brian P. Bilbrey wrote: > My goal: I've got a change management queue. When I create a new ticket in the > web interface for this queue, I want the MessageBox (comment) field > pre-populated with text headers like these: [snip] > This helps ticket creators (including myself) to keep in mind all the things we > should be considering for every CM event. > > But I only want this text to show up when I click on the New Ticket In > ChangeMgmt button in the web interface. Not for comments, or for any other queues. > > I've spent a fair bit of time with Google trying to find references to managing > the message box using a user-defined condition scrip, and have had no luck - the > links for custom scrips from RT-users mostly refer to managing email templates. > > In an ideal world, I'd be able to say "Use this template to populate the comment > field on ticket creation for this queue." But I don't see how to do that. > > Does anyone have any guidance for me? We do exactly this, using a callback which I've attached to this message. You should install it in your local mason root as Callbacks/DefaultCreateContent/Ticket/Create.html/Default This is based on but rather simpler. Once you've installed the callback, any queues which has a template called DefaultCreateTemplate will have the content appear in the create ticket form. Hopefully you can get what you want either from this, or from other ideas on the wiki. Cheers, Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford -------------- next part -------------- %# %# During ticket create, if a per-queue template named "DefaultCreateTemplate" %# exists, the message box will be pre-filled with it. %# %# Dominic Hargreaves 2009, based on ideas from %# http://wiki.bestpractical.com/view/CannedReplies %# <%init> my $template_name = 'DefaultCreateTemplate'; my $template = RT::Template->new( $session{'CurrentUser'} ); $template->LoadByCol( "Name" => $template_name, "Queue" => $QueueObj->id ); if ( $template->id ) { $template->Parse; $$ARGSRef{'Content'} = $template->MIMEObj->stringify; } <%args> $QueueObj => undef $ARGSRef => undef -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 198 bytes Desc: Digital signature URL: From smithj4 at bnl.gov Wed Feb 9 09:11:49 2011 From: smithj4 at bnl.gov (Jason A. Smith) Date: Wed, 09 Feb 2011 09:11:49 -0500 Subject: [rt-users] Creating a ticket whose content is "foo" In-Reply-To: <4D529A04.8090405@desy.de> References: <4D529A04.8090405@desy.de> Message-ID: <4D52A0A5.7040100@bnl.gov> Hi Wolfram, I don't think you can use the Content arg in ticket creation, use MIMEObj instead, so first you would do: my $MIMEObj = MIME::Entity->build(From => "user at example.com", Subject => "Message subject", Type => 'text/plain', Data => "foo", ); # Convert text parts into utf-8 (taken from the email processing in RT): RT::I18N::SetMIMEEntityToUTF8($MIMEObj); Then replace the Content arg in the ticket create with: MIMEObj => $MIMEObj ~Jason On 02/09/2011 08:43 AM, Wolfram Huettermann wrote: > Hello, > > I think this is a stupid question that I ask you old-timers in RT. I > intend to create a ticket in the queue test and the content is "foo" in > shell, not in MASON. > Here is the code snippet: > > > my $CurrentUser = GetCurrentUser(); > use RT::Tickets; > my $Ticket = RT::Ticket->new($CurrentUser); > my %TicketInput = > ( > "Subject" => "The new ticket today", > "Queue" => "testq-noc", # an existing one on your RT > "Owner" => "root", > "Requestor" => "max\@mustermann.de", # an existing one on your RT > "Content" => "foo", > "Status" => "new", > ); > > $Ticket->Create(%TicketInput); > > The ticket will be created, but its content remains empty if you look in > the module Ticket/Display.html. Nevertheless, I want to create a ticket > whose content is supposed to be "foo". I cannot use the function > CreateTicket, as it only works on RT-MASON, but not on bash. > > Greetings, > > Wolfram H?ttermann > From falcone at bestpractical.com Wed Feb 9 09:20:57 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 9 Feb 2011 09:20:57 -0500 Subject: [rt-users] Possible Bug in 'Scrips and Recipients' and TransactionBatch In-Reply-To: <24977048.19912.1297251766509.JavaMail.root@husmusen> References: <24977048.19912.1297251766509.JavaMail.root@husmusen> Message-ID: <20110209142057.GF70280@jibsheet.com> On Wed, Feb 09, 2011 at 12:42:46PM +0100, Tobias Hieta wrote: > I have noticed that when we switched some of our Scripts to > TransactionBatch from TransactionCreate the email addresses affected > by those scrips where removed from the 'Scrips and Recipients' > window in Update/Reply to ticket. Is this a known bug or am I doing > something else wrong? Not a bug, just a limitation with TransactionBath. TransactionBatch Scrips are run at a different stage in ticket processing and as such can't currently be included in the DryRun stage used by Scrips and Recipients. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Feb 9 09:22:06 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 9 Feb 2011 09:22:06 -0500 Subject: [rt-users] Question about Scripts In-Reply-To: <524103142.123165.1297204987175.JavaMail.root@mail-01.cse.ucsc.edu> References: <1550913911.123156.1297204962788.JavaMail.root@mail-01.cse.ucsc.edu> <524103142.123165.1297204987175.JavaMail.root@mail-01.cse.ucsc.edu> Message-ID: <20110209142206.GG70280@jibsheet.com> On Tue, Feb 08, 2011 at 02:43:07PM -0800, Tim Gustafson wrote: > Hi, > > I have an RT installation that is quite old now, and has been handed > down to me by a person who is no longer with us. The configuration > has been modified and modified over the years and I'm not sure how > closely it resembles the "out of the box" configuration anymore. > > I've been getting some complaints from users about not getting > notified in certain circumstances, so I was trying to make sure that > I have all the "right" scrips set up, and I was wondering if the > list would care to comment on what I've got set up right now. I'm > attaching a little text file that has the list of all the scrips I'm > using right now. > > Is the list I've attached reasonable? Am I missing anything > obvious? Should any of these go away? You may wish to compare with the @Scrips section of RT 3.8.8's etc/initialdata to see what we ship these days. Aside from On Resolve Notify AdminCcs your scrips look fairly stock > 01 - Notify Requestors of New Ticket TransactionCreate On Create Autoreply To Requestors Autoreply > 02 - Notify Admins of New Ticket TransactionCreate On Create Notify AdminCcs Transaction > 03 - Notify Requestors of Correspondence TransactionCreate On Correspond Notify Requestors and Ccs Correspondence > 04 - Notify Admins of Correspondence TransactionCreate On Correspond Notify AdminCcs Transaction > 05 - Notify Others of Correspondence TransactionCreate On Correspond Notify Other Recipients Correspondence > 06 - Notify Admins of Comment TransactionCreate On Comment Notify AdminCcs Transaction > 07 - Notify Others of Comment TransactionCreate On Comment Notify Other Recipients Correspondence > 08 - Notify Requestors of Resolution TransactionCreate On Resolve Notify Requestors and Ccs Resolved > 09 - Notify Admins of Resolution TransactionCreate On Resolve Notify AdminCcs Transaction > 10 - Re-Open Ticket on Correspondence TransactionCreate On Correspond Open Tickets -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Feb 9 09:23:23 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 9 Feb 2011 09:23:23 -0500 Subject: [rt-users] Default auto-refresh interval In-Reply-To: <201102091337.17589.mbrown@fensystems.co.uk> References: <201102091337.17589.mbrown@fensystems.co.uk> Message-ID: <20110209142323.GH70280@jibsheet.com> On Wed, Feb 09, 2011 at 01:37:17PM +0000, Michael Brown wrote: > I had a customer request to set the default home page refresh interval to 2 > minutes for all users. I found several suggestions that essentially involved > modifying the code (e.g. by creating a local version of Elements/Login or > Elements/Refresh), but wanted to avoid code customisations if at all possible. > > I found that I could make this work using mod_rewrite, without having to touch > the RT code: > > RewriteEngine On > RewriteRule ^/$ /?HomeRefreshInterval=120 [L,PT,QSA] > > (note that this is with RT in the root directory of a virtual host; modify the > "^/$" portion as necessary for other locations). > > Posting this message for the record, to save someone else the time it took me > to figure this out. I'm not sure How this is better than using the documented config variable $HomePageRefreshInterval which is also available on a per-user basis. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From tobias.hieta at purplescout.se Wed Feb 9 09:27:20 2011 From: tobias.hieta at purplescout.se (Tobias Hieta) Date: Wed, 9 Feb 2011 15:27:20 +0100 (CET) Subject: [rt-users] DB layout and getting the requestors for a ticket In-Reply-To: <4D529DB7.3090800@eve-team.com> Message-ID: <10399782.20116.1297261640230.JavaMail.root@husmusen> Thanks Gerard, I will try that at once. -- Tobias ----- Original Message ----- > Tobias > > Something similar to > > FROM Tickets AS Ticket > JOIN Groups AS ReqGroup ON > ReqGroup.instance = Ticket.id > JOIN GroupMembers AS ReqGroupMember ON > ReqGroupMember.GroupId = ReqGroup.id > JOIN Users AS Requestor ON > ReqGroupMember.MemberId = Requestor.id > > should do the trick > > Gerard > > On 2011-02-09 11:19, Tobias Hieta wrote: > > Hello, > > > > First of all I would like to say: I know this is not the best way to > > do it, I know the underlying database will probably change and my > > non-warranty is even more void. BUT, I would like to select > > requestors and owner etc from a ticket directly on the database (I > > am using MySQL), I have tried to figure out how to get the requestor > > from the tables by looking at the schema and the code, but it eludes > > me. Can someone point me in the right direction on how to make a > > direct select statement to get this information? > > > > Thanks, > > Tobias > > > > -- > Gerard FENELON Corporate Support > Emulation& Verification Engineering > 2 bis, voie La Cardon > phone: +33 1 6453 2734 Parc Gutenberg > fax: +33 1 6453 2740 91120 Palaiseau > http://www.eve-team.com FRANCE -- Tobias Hieta Project Manager @ Purple Scout E-Mail: tobias.hieta at purplescout.se Cell: +46 732 051 411 www: http://about.me/thieta From ruz at bestpractical.com Wed Feb 9 09:32:06 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 9 Feb 2011 17:32:06 +0300 Subject: [rt-users] DB layout and getting the requestors for a ticket In-Reply-To: <10399782.20116.1297261640230.JavaMail.root@husmusen> References: <4D529DB7.3090800@eve-team.com> <10399782.20116.1297261640230.JavaMail.root@husmusen> Message-ID: http://requesttracker.wikia.com/wiki/GetWatcherInfoByTicket On Wed, Feb 9, 2011 at 5:27 PM, Tobias Hieta wrote: > Thanks Gerard, > > I will try that at once. > > -- Tobias > > ----- Original Message ----- >> Tobias >> >> Something similar to >> >> FROM Tickets AS Ticket >> JOIN Groups AS ReqGroup ON >> ReqGroup.instance = Ticket.id >> JOIN GroupMembers AS ReqGroupMember ON >> ReqGroupMember.GroupId = ReqGroup.id >> JOIN Users AS Requestor ON >> ReqGroupMember.MemberId = Requestor.id >> >> should do the trick >> >> Gerard >> >> On 2011-02-09 11:19, Tobias Hieta wrote: >> > Hello, >> > >> > First of all I would like to say: I know this is not the best way to >> > do it, I know the underlying database will probably change and my >> > non-warranty is even more void. BUT, I would like to select >> > requestors and owner etc from a ticket directly on the database (I >> > am using MySQL), I have tried to figure out how to get the requestor >> > from the tables by looking at the schema and the code, but it eludes >> > me. Can someone point me in the right direction on how to make a >> > direct select statement to get this information? >> > >> > Thanks, >> > Tobias >> > >> >> -- >> Gerard FENELON Corporate Support >> Emulation& Verification Engineering >> 2 bis, voie La Cardon >> phone: +33 1 6453 2734 Parc Gutenberg >> fax: +33 1 6453 2740 91120 Palaiseau >> http://www.eve-team.com FRANCE > > -- > Tobias Hieta > Project Manager @ Purple Scout > E-Mail: tobias.hieta at purplescout.se > Cell: +46 732 051 411 > www: http://about.me/thieta > > -- Best regards, Ruslan. From ktm at rice.edu Wed Feb 9 09:38:55 2011 From: ktm at rice.edu (Kenneth Marshall) Date: Wed, 9 Feb 2011 08:38:55 -0600 Subject: [rt-users] getting a group of ticket numbers Message-ID: <20110209143855.GC27504@aart.is.rice.edu> Maybe I cannot see the forest for the trees, but how can you select a group of ticket ids? You can type a single ticket number in the search box and that works, but what if you want tickets numbered 235-331? Any ideas? Cheers, Ken From slander at hearstsc.com Wed Feb 9 09:50:48 2011 From: slander at hearstsc.com (Lander, Scott) Date: Wed, 9 Feb 2011 09:50:48 -0500 Subject: [rt-users] getting a group of ticket numbers In-Reply-To: <20110209143855.GC27504@aart.is.rice.edu> References: <20110209143855.GC27504@aart.is.rice.edu> Message-ID: <23EF65A707920D44A66C965E094412BC19614317D1@RCLTEXCMS02.resource.hearstcorp.com> ID is less than 332 and id is greater than 235? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Marshall Sent: Wednesday, February 09, 2011 9:39 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] getting a group of ticket numbers Maybe I cannot see the forest for the trees, but how can you select a group of ticket ids? You can type a single ticket number in the search box and that works, but what if you want tickets numbered 235-331? Any ideas? Cheers, Ken ------------------------------------------------------------------------------------ This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message. ------------------------------------------------------------------------------------ From ktm at rice.edu Wed Feb 9 10:10:40 2011 From: ktm at rice.edu (Kenneth Marshall) Date: Wed, 9 Feb 2011 09:10:40 -0600 Subject: [rt-users] getting a group of ticket numbers In-Reply-To: <23EF65A707920D44A66C965E094412BC19614317D1@RCLTEXCMS02.resource.hearstcorp.com> References: <20110209143855.GC27504@aart.is.rice.edu> <23EF65A707920D44A66C965E094412BC19614317D1@RCLTEXCMS02.resource.hearstcorp.com> Message-ID: <20110209151040.GD27504@aart.is.rice.edu> Thank you. I could have sworn that I tried that and it did not work, but it worked now. Ken On Wed, Feb 09, 2011 at 09:50:48AM -0500, Lander, Scott wrote: > ID is less than 332 and id is greater than 235? > > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Marshall > Sent: Wednesday, February 09, 2011 9:39 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] getting a group of ticket numbers > > Maybe I cannot see the forest for the trees, but how > can you select a group of ticket ids? You can type a > single ticket number in the search box and that works, > but what if you want tickets numbered 235-331? Any > ideas? > > Cheers, > Ken > ------------------------------------------------------------------------------------ > This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cadmin at hearstsc.com) immediately by email and delete the original message. > ------------------------------------------------------------------------------------ > > From kfcrocker at lbl.gov Wed Feb 9 11:27:26 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 9 Feb 2011 08:27:26 -0800 Subject: [rt-users] CF appears after update even without SeeCustomField rights In-Reply-To: <4D518BFD.2080409@willingminds.com> References: <4D518BFD.2080409@willingminds.com> Message-ID: David, The only thing I can think of is that somewhere the "SeeCustomField" has been granted. This right can be granted at the "Group" level when in the Config->CustomFields under "Group Rights". Also, that right can be granted on a Queue by Queue basis Config->Queues->Group Rights and on a Global basis Config->Global->Group Rights. Check it out. That's the best I've got. Kenn LBNL On Tue, Feb 8, 2011 at 10:31 AM, David Good wrote: > I've found an issue in two separate 3.8.8 installations. Both have one > or more CustomFields that are not supposed to be visible to most users. > The CF is managed entirely by Scrips to contain extra information not > needed by users. In one installation, it contains the Cost Center of > the Requestor. In the other, there's a flag used to enable suppression > of notifications when a ticket is resolved and another flag used to mark > a ticket as 'urgent'. > > When using the web interface (i.e. via the 'Basics' or 'Jumbo' tab), the > CF doesn't appear intially but after an update is made to any item and > saved, the CustomField appear. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Feb 9 11:29:57 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 9 Feb 2011 11:29:57 -0500 Subject: [rt-users] CF appears after update even without SeeCustomField rights In-Reply-To: <4D518BFD.2080409@willingminds.com> References: <4D518BFD.2080409@willingminds.com> Message-ID: <20110209162957.GI70280@jibsheet.com> On Tue, Feb 08, 2011 at 10:31:25AM -0800, David Good wrote: > I've found an issue in two separate 3.8.8 installations. Both have one > or more CustomFields that are not supposed to be visible to most users. > The CF is managed entirely by Scrips to contain extra information not > needed by users. In one installation, it contains the Cost Center of > the Requestor. In the other, there's a flag used to enable suppression > of notifications when a ticket is resolved and another flag used to mark > a ticket as 'urgent'. > > When using the web interface (i.e. via the 'Basics' or 'Jumbo' tab), the > CF doesn't appear intially but after an update is made to any item and > saved, the CustomField appear. David I'd be interested to know if you can reproduce this on a test box running the 3.8.9 release candidate -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 Wed Feb 9 11:35:43 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 9 Feb 2011 08:35:43 -0800 Subject: [rt-users] Queue-specific message box contents In-Reply-To: <4D529BAB.2070701@dynaxys.com> References: <4D529BAB.2070701@dynaxys.com> Message-ID: Brian, We do this as well, but we use individual Custom Fields with specific values to select from to get a more precise set of inputs. Kenn LBNL On Wed, Feb 9, 2011 at 5:50 AM, Brian P. Bilbrey wrote: > My goal: I've got a change management queue. When I create a new ticket in > the > web interface for this queue, I want the MessageBox (comment) field > pre-populated with text headers like these: > > """ > Description: > > Implementation Method: > > Reversion Method: > > Anticipated Downtime: > > Risks: > > """ > > This helps ticket creators (including myself) to keep in mind all the > things we > should be considering for every CM event. > > But I only want this text to show up when I click on the New Ticket In > ChangeMgmt button in the web interface. Not for comments, or for any other > queues. > > I've spent a fair bit of time with Google trying to find references to > managing > the message box using a user-defined condition scrip, and have had no luck > - the > links for custom scrips from RT-users mostly refer to managing email > templates. > > In an ideal world, I'd be able to say "Use this template to populate the > comment > field on ticket creation for this queue." But I don't see how to do that. > > Does anyone have any guidance for me? > > Thanks, > > .brian > > -- > Brian Bilbrey : Dynaxys LLC : UNIX Systems : 301.622.0900 x364 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From gerard at eve-team.com Wed Feb 9 11:35:55 2011 From: gerard at eve-team.com (Gerard FENELON) Date: Wed, 09 Feb 2011 17:35:55 +0100 Subject: [rt-users] CF appears after update even without SeeCustomField rights In-Reply-To: <20110209162957.GI70280@jibsheet.com> References: <4D518BFD.2080409@willingminds.com> <20110209162957.GI70280@jibsheet.com> Message-ID: <4D52C26B.2000800@eve-team.com> Just a note to say that I am also seeing this issue on my 3.8.8 RT instance I have not got round to debugging it yet. Gerard On 2011-02-09 17:29, Kevin Falcone wrote: > On Tue, Feb 08, 2011 at 10:31:25AM -0800, David Good wrote: >> I've found an issue in two separate 3.8.8 installations. Both have one >> or more CustomFields that are not supposed to be visible to most users. >> The CF is managed entirely by Scrips to contain extra information not >> needed by users. In one installation, it contains the Cost Center of >> the Requestor. In the other, there's a flag used to enable suppression >> of notifications when a ticket is resolved and another flag used to mark >> a ticket as 'urgent'. >> >> When using the web interface (i.e. via the 'Basics' or 'Jumbo' tab), the >> CF doesn't appear intially but after an update is made to any item and >> saved, the CustomField appear. > David > > I'd be interested to know if you can reproduce this on a test box > running the 3.8.9 release candidate > > -kevin From bbilbrey at dynaxys.com Wed Feb 9 13:19:41 2011 From: bbilbrey at dynaxys.com (Brian P. Bilbrey) Date: Wed, 09 Feb 2011 13:19:41 -0500 Subject: [rt-users] Queue-specific message box contents In-Reply-To: <20110209140852.GN5094@gunboat-diplomat.oucs.ox.ac.uk> References: <4D529BAB.2070701@dynaxys.com> <20110209140852.GN5094@gunboat-diplomat.oucs.ox.ac.uk> Message-ID: <4D52DABD.9000602@dynaxys.com> On 02/09/2011 09:08 AM, Dominic Hargreaves wrote: > On Wed, Feb 09, 2011 at 08:50:35AM -0500, Brian P. Bilbrey wrote: ... >> Does anyone have any guidance for me? > > We do exactly this, using a callback which I've attached to this message. > > You should install it in your local mason root as > > Callbacks/DefaultCreateContent/Ticket/Create.html/Default > [snip] Rockin' !!! Thanks, Dominic - that fit the bill perfectly and works like a charm. Best, .brian -- Brian Bilbrey : Dynaxys LLC : UNIX Systems : 301.622.0900 x364 From bbilbrey at dynaxys.com Wed Feb 9 13:22:35 2011 From: bbilbrey at dynaxys.com (Brian P. Bilbrey) Date: Wed, 09 Feb 2011 13:22:35 -0500 Subject: [rt-users] Queue-specific message box contents In-Reply-To: References: <4D529BAB.2070701@dynaxys.com> Message-ID: <4D52DB6B.6050902@dynaxys.com> On 02/09/2011 11:35 AM, Kenneth Crocker wrote: > Brian, > > We do this as well, but we use individual Custom Fields with specific > values to select from to get a more precise set of inputs. Thanks, Kenn. I also have a number of Custom Fields used for the purpose, but I wanted to provide some "guidelines" in the prose portion of the ticket to ensure that the right boxes were ticked without having to do separate custom fields. It may yet come to that, but this is a good step, and Dominic hit the target with his response. best, .brian -- Brian Bilbrey : Dynaxys LLC : UNIX Systems : 301.622.0900 x364 From hughesl at science.oregonstate.edu Wed Feb 9 14:02:05 2011 From: hughesl at science.oregonstate.edu (Lee Hughes) Date: Wed, 09 Feb 2011 11:02:05 -0800 Subject: [rt-users] unrecognized time zone name: "GMT" Message-ID: <20110209110205.89457hbx0nqgjqgg@webmail.oregonstate.edu> Testing RT 3.8.8 with PostgreSQL 9.0.3, seeing these warnings in the Apache error log: [Wed Feb 9 18:46:38 2011] [warning]: DBD::Pg::st execute failed: ERROR: unrecognized time zone name: "GMT" (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:509) [Wed Feb 9 18:46:38 2011] [warning]: RT::Handle=HASH(0xb14ed7c) couldn't execute the query 'SET TIME ZONE 'GMT'' at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 522 Looks like these errors occur on every ticket transaction, for example saving a Comment. I confirmed that correct timestamps are getting assigned to ticket transactions. Any ideas are greatly appreciated. Thanks- Lee From kirby at umbc.edu Wed Feb 9 14:08:15 2011 From: kirby at umbc.edu (Joe Kirby (gmail)) Date: Wed, 09 Feb 2011 14:08:15 -0500 Subject: [rt-users] How to Assign a value to a Custom Field using Requestor Real Name Message-ID: <4D52E61F.8050803@umbc.edu> My users would like to have reports on their RT-at-a-Glance page which would parse out their tickets from several queues into a report grouped by the requestors initial of their last name. For example group 1 may be A-F, Group 2 G-K, etc. I was thinking of having a Custom Field associated with their queues that was set at time of entry and then have the report use that value in this field (A-Z) to select records My problem is that I do not know the field name for the Requestors Real Name as indicated in the ?? marks below. Additionally, I am VERY open if someone has a better idea. Below is the script I was going to have exec at New Ticket entry Any help is greatly appreciated Thanks Joe my $CFName = 'Last Name Grouping'; my $RecTransaction = 1; my $QueueObj = $self->TicketObj->QueueObj; my $CFObj = RT::CustomField->new( $QueueObj->*??Requestor.RealName?? *); $CFObj->LoadByNameAndQueue( Name => $CFName, Queue => $QueueObj->id ); unless( $CFObj->id ) { $RT::Logger->warning("custom field '$CFName' isn't defined for queue '". $QueueObj->Name ."'"); return undef; } my $RequestorRealName = '*??Requestor.RealName??*'; my $LastInitial = substr($RequestorRealName ,instr($RequestorRealName ,' ',-1,1)+1,1); unless( $self->TicketObj->FirstCustomFieldValue( $CFObj->id ) ) { my( $st, $msg ) = $self->TicketObj->AddCustomFieldValue( Field => $CFObj->id, Value => $LastInitial, RecordTransaction => $RecTransaction ); unless( $st ) { $RT::Logger->warning( "Couldn't set $DefaultValue as value for CF $CFName:". $msg ); return undef; } } return 1; -- 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 falcone at bestpractical.com Wed Feb 9 15:06:34 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 9 Feb 2011 15:06:34 -0500 Subject: [rt-users] unrecognized time zone name: "GMT" In-Reply-To: <20110209110205.89457hbx0nqgjqgg@webmail.oregonstate.edu> References: <20110209110205.89457hbx0nqgjqgg@webmail.oregonstate.edu> Message-ID: <20110209200634.GJ70280@jibsheet.com> On Wed, Feb 09, 2011 at 11:02:05AM -0800, Lee Hughes wrote: > Testing RT 3.8.8 with PostgreSQL 9.0.3, seeing these warnings in the > Apache error log: That's unusual. What timezones does your Pg know about? http://www.postgresql.org/docs/9.0/static/view-pg-timezone-names.html -kevin > [Wed Feb 9 18:46:38 2011] [warning]: DBD::Pg::st execute failed: > ERROR: unrecognized time zone name: "GMT" > (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:509) > [Wed Feb 9 18:46:38 2011] [warning]: RT::Handle=HASH(0xb14ed7c) > couldn't execute the query 'SET TIME ZONE 'GMT'' at > /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 522 > > Looks like these errors occur on every ticket transaction, for > example saving a Comment. I confirmed that correct timestamps are > getting assigned to ticket transactions. > > Any ideas are greatly appreciated. > > Thanks- > > Lee > > > > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From vance_walsh at concordacademy.org Wed Feb 9 15:29:02 2011 From: vance_walsh at concordacademy.org (Vance Walsh) Date: Wed, 09 Feb 2011 15:29:02 -0500 Subject: [rt-users] RTFM new install question In-Reply-To: References: Message-ID: When I attempt to grant permissions in RTFM I get the following Can't locate object method "ACLEquivalenceObjects" via package "RT::FM::System" at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 327. I have 3.8.8 RT running well and just installed RTFM 2.4.1 and fresh installed it. Thoughts on how to correct this? --- Vance Walsh Network and Systems Administrator Concord Academy - Concord, Mass. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mbrown at fensystems.co.uk Wed Feb 9 16:14:26 2011 From: mbrown at fensystems.co.uk (Michael Brown) Date: Wed, 9 Feb 2011 21:14:26 +0000 Subject: [rt-users] Default auto-refresh interval In-Reply-To: <20110209142323.GH70280@jibsheet.com> References: <201102091337.17589.mbrown@fensystems.co.uk> <20110209142323.GH70280@jibsheet.com> Message-ID: <201102092114.26737.mbrown@fensystems.co.uk> On Wednesday 09 Feb 2011 14:23:23 Kevin Falcone wrote: > On Wed, Feb 09, 2011 at 01:37:17PM +0000, Michael Brown wrote: > > I had a customer request to set the default home page refresh interval to > > 2 minutes for all users. I found several suggestions that essentially > > involved modifying the code (e.g. by creating a local version of > > Elements/Login or Elements/Refresh), but wanted to avoid code > > customisations if at all possible. > > > > I found that I could make this work using mod_rewrite, without having to > > touch the RT code: > > > > RewriteEngine On > > RewriteRule ^/$ /?HomeRefreshInterval=120 [L,PT,QSA] > > > > (note that this is with RT in the root directory of a virtual host; > > modify the "^/$" portion as necessary for other locations). > > > > Posting this message for the record, to save someone else the time it > > took me to figure this out. > > I'm not sure How this is better than using the documented config variable > $HomePageRefreshInterval which is also available on a per-user basis. Doesn't show up in any file my (pre-packaged) version of RT 3.8.1: grep -i HomePageRefreshInterval `rpm -ql rt` nor in a search of the RT wiki. I assume it's a relatively new setting that isn't yet documented? Michael From falcone at bestpractical.com Wed Feb 9 16:24:17 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 9 Feb 2011 16:24:17 -0500 Subject: [rt-users] Default auto-refresh interval In-Reply-To: <201102092114.26737.mbrown@fensystems.co.uk> References: <201102091337.17589.mbrown@fensystems.co.uk> <20110209142323.GH70280@jibsheet.com> <201102092114.26737.mbrown@fensystems.co.uk> Message-ID: <20110209212417.GK70280@jibsheet.com> Please obey the Reply-To, I subscribe to the list and don't need personal email. On Wed, Feb 09, 2011 at 09:14:26PM +0000, Michael Brown wrote: > On Wednesday 09 Feb 2011 14:23:23 Kevin Falcone wrote: > > On Wed, Feb 09, 2011 at 01:37:17PM +0000, Michael Brown wrote: > > > I had a customer request to set the default home page refresh interval to > > > 2 minutes for all users. I found several suggestions that essentially > > > involved modifying the code (e.g. by creating a local version of > > > Elements/Login or Elements/Refresh), but wanted to avoid code > > > customisations if at all possible. > > > > > > I found that I could make this work using mod_rewrite, without having to > > > touch the RT code: > > > > > > RewriteEngine On > > > RewriteRule ^/$ /?HomeRefreshInterval=120 [L,PT,QSA] > > > > > > (note that this is with RT in the root directory of a virtual host; > > > modify the "^/$" portion as necessary for other locations). > > > > > > Posting this message for the record, to save someone else the time it > > > took me to figure this out. > > > > I'm not sure How this is better than using the documented config variable > > $HomePageRefreshInterval which is also available on a per-user basis. > > Doesn't show up in any file my (pre-packaged) version of RT 3.8.1: 3.8.1 is 2.5 years old and vulnerable to multiple security issues. Hopefully you've been patching. > grep -i HomePageRefreshInterval `rpm -ql rt` > > nor in a search of the RT wiki. > > I assume it's a relatively new setting that isn't yet documented? It was added in 3.8.3 which is more than 1.5 years old -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Feb 9 16:25:00 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 9 Feb 2011 16:25:00 -0500 Subject: [rt-users] RTFM new install question In-Reply-To: References: Message-ID: <20110209212500.GL70280@jibsheet.com> On Wed, Feb 09, 2011 at 03:29:02PM -0500, Vance Walsh wrote: > When I attempt to grant permissions in RTFM I get the following > Can't locate object method "ACLEquivalenceObjects" via package "RT::FM::System" at > /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 327. > I have 3.8.8 RT running well and just installed RTFM 2.4.1 and fresh installed it. > Thoughts on how to correct this? Try the current version of RTFM, 2.4.3 -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From hughesl at science.oregonstate.edu Wed Feb 9 16:57:02 2011 From: hughesl at science.oregonstate.edu (Lee Hughes) Date: Wed, 09 Feb 2011 13:57:02 -0800 Subject: [rt-users] unrecognized time zone name: "GMT" In-Reply-To: References: Message-ID: <20110209135702.97854u1kiidstqww@webmail.oregonstate.edu> Great question Kevin, turns out the timezone files were not readable by postgres. This fix worked: chmod o+r /usr/local/pgsql/share/timezone/* Thanks again for your prompt and excellent help. Lee > That's unusual. What timezones does your Pg know about? > http://www.postgresql.org/docs/9.0/static/view-pg-timezone-names.html > > -kevin > From dgood at willingminds.com Wed Feb 9 17:46:32 2011 From: dgood at willingminds.com (David Good) Date: Wed, 09 Feb 2011 14:46:32 -0800 Subject: [rt-users] CF appears after update even without SeeCustomField rights In-Reply-To: <20110209162957.GI70280@jibsheet.com> References: <4D518BFD.2080409@willingminds.com> <20110209162957.GI70280@jibsheet.com> Message-ID: <4D531948.5080306@willingminds.com> On 2/9/2011 8:29 AM, Kevin Falcone wrote: > On Tue, Feb 08, 2011 at 10:31:25AM -0800, David Good wrote: >> I've found an issue in two separate 3.8.8 installations. Both have one >> or more CustomFields that are not supposed to be visible to most users. >> The CF is managed entirely by Scrips to contain extra information not >> needed by users. In one installation, it contains the Cost Center of >> the Requestor. In the other, there's a flag used to enable suppression >> of notifications when a ticket is resolved and another flag used to mark >> a ticket as 'urgent'. >> >> When using the web interface (i.e. via the 'Basics' or 'Jumbo' tab), the >> CF doesn't appear intially but after an update is made to any item and >> saved, the CustomField appear. > David > > I'd be interested to know if you can reproduce this on a test box > running the 3.8.9 release candidate > > -kevin I don't have a test box handy, but I'll see if I can get one setup. From mbrown at fensystems.co.uk Wed Feb 9 18:27:15 2011 From: mbrown at fensystems.co.uk (Michael Brown) Date: Wed, 9 Feb 2011 23:27:15 +0000 Subject: [rt-users] Default auto-refresh interval In-Reply-To: <20110209212417.GK70280@jibsheet.com> References: <201102091337.17589.mbrown@fensystems.co.uk> <201102092114.26737.mbrown@fensystems.co.uk> <20110209212417.GK70280@jibsheet.com> Message-ID: <201102092327.15821.mbrown@fensystems.co.uk> On Wednesday 09 Feb 2011 21:24:17 Kevin Falcone wrote: > Please obey the Reply-To, I subscribe to the list and don't need > personal email. Of course, since you ask so nicely. > > Doesn't show up in any file my (pre-packaged) version of RT 3.8.1: > > 3.8.1 is 2.5 years old and vulnerable to multiple security issues. > Hopefully you've been patching. Didn't realise the distro package was so old. Have updated the package to 3.8.8. In the unlikely event that anyone else wants a Mandriva RPM updated to 3.8.8, the SRPM is available at http://www.fensystems.co.uk/~mcb30/rt-3.8.8-1fs2010.0.src.rpm > > grep -i HomePageRefreshInterval `rpm -ql rt` > > > > nor in a search of the RT wiki. > > > > I assume it's a relatively new setting that isn't yet documented? > > It was added in 3.8.3 which is more than 1.5 years old Updated http://requesttracker.wikia.com/wiki/UserConfigurableRefreshPeriods to reflect the fact that it is no longer necessary to hack the source code. Michael From v.wawryk at science-computing.de Thu Feb 10 02:16:58 2011 From: v.wawryk at science-computing.de (Violetta J. Wawryk) Date: Thu, 10 Feb 2011 08:16:58 +0100 Subject: [rt-users] Overlay - local Problem In-Reply-To: <20110205185452.GA26590@sysdev.oucs.ox.ac.uk> References: <4D4BF79E.2060005@science-computing.de> <4D4C8489.5060805@netsandbox.de> <20110205185452.GA26590@sysdev.oucs.ox.ac.uk> Message-ID: <4D5390EA.2020202@science-computing.de> Hi, Thanks for the replys. Yes, sorry I forgot to write it is a debian system. Therefore /usr/local/share/request-tracker3.6/lib/RT/Interface/Email.pm worked. Regards, Violetta Am 05.02.2011 19:54, schrieb Dominic Hargreaves: > On Fri, Feb 04, 2011 at 11:58:17PM +0100, Christian Loos wrote: >> Am 04.02.2011 13:57, schrieb Violetta J. Wawryk: >>> # ll /usr/share/request-tracker3.6/local/RT/Interface/Email.pm >> >> You use the wrong path, you should change it to: >> /usr/share/request-tracker3.6/local/lib/RT/Interface/Email.pm > > This looks like a Debian-related path. On Debian (using the packages), > the local path would be > > /usr/local/share/request-tracker3.6/lib/RT/Interface/Email.pm > > not either of the two options currently suggested. > -- 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 u9mecl at gmail.com Thu Feb 10 02:52:18 2011 From: u9mecl at gmail.com (Jim) Date: Thu, 10 Feb 2011 07:52:18 +0000 (UTC) Subject: [rt-users] Can't change logo References: <4C8A54EB.4050301@exlibrisgroup.com> <4C8A57DE.8090905@bnl.gov> Message-ID: Jason A. Smith bnl.gov> writes: > > On 09/10/2010 11:55 AM, John Alberts wrote: > > I'm trying to change the bp logo that is in the lower right corner of > > every page. I followed the instruction at: > > You should probably leave the logo at the bottom right of the page > alone, as this just indicates the software tool being used and gives > proper credit to Best Practical. > > > http://wiki.bestpractical.com/view/ChangeLogo and nothing has changed. > > This changes the logo at the top left of the webpage, and as noted in > the 3.8 section of the Wiki, you also have to modify the style sheet so > it will not hide the logo. We use the following patch to do that: > > diff -urN rt-3.8.8-dist/share/html/NoAuth/css/web2/layout.css > rt-3.8.8/share/html/NoAuth/css/web2/layout.css > --- rt-3.8.8-dist/share/html/NoAuth/css/web2/layout.css 2010-05-05 > 16:09:21.000000000 -0400 > +++ rt-3.8.8/share/html/NoAuth/css/web2/layout.css 2010-05-11 > 10:23:26.000000000 -0400 > @@ -171,12 +171,11 @@ > > div#logo a { > - display: none; > position: absolute; > - left: 0; > - bottom: 0; > } > div#logo a img { > + z-index: 100; > + position: absolute; > border: 0; > } > div#logo .rtname { > > > I've restarted apache multiple times, cleared the mason_data/obj files. > > It still shows the bp logo. Any ideas? > > > > > > > > I'm using RT 3.8.8 on CentOS 5.5 > > > > -=>>grep '($Logo' /opt/rt3/etc/RT_SiteConfig.pm > > Set($LogoURL, RT->Config->Get('WebImagesURL') . "company_logo.gif"); > > Set($LogoLinkURL, "http://exlibrisgroup.com"); > > Set($LogoAltText, "Hosted Services, Ex Libris USA"); > > Set($LogoImageHeight, 55); > > Set($LogoImageWidth, 383); > > > > > > Thanks > > John > > > > > Attachment (smime.p7s): application/pkcs7-signature, 4068 bytes > > > RT Training in Washington DC, USA on Oct 25 & 26 2010 > Last one this year -- Learn how to get the most out of RT! I have similar issue. I have updated RT_SiteConfig.pm as below Set($LogoURL, RT->Config->Get('WebImagesURL') . "bplogo.gif"); Set($LogoLinkURL, "http://www.example.com"); Set($LogoAltText, "Ankray LLC"); Copied bplogo.gif to /local/html/NoAuth/images Copied layout.css to /local/html/NoAuth/css/web2/layout and made following changes div#logo a { position: absolute; left: 1%; bottom: 1%; } div#logo a img { border: 0; } Now I do see a Box on lower left corner which links to correct URL as in config but I don't see logo. It is just an outline with "?" in it like it is not able to access gif file. Any ideas? Thanks From sebastiani at nergal.it Thu Feb 10 05:51:48 2011 From: sebastiani at nergal.it (Fabrizio Sebastiani) Date: Thu, 10 Feb 2011 11:51:48 +0100 Subject: [rt-users] per-"software project" oriented queue or per-"service" ? Message-ID: <4D53C344.7070806@nergal.it> I have browsed unuseful much on RT docs & resources: wiki, FAQ etc... in the RT book i have read that the RT logic and philosophy discourages creation of queues that have short lifetime due "users, groups, and queues" are thought to be stable during time. I need to manage bug tracking for different software projects, more or less in the same way. Each software project has a defined lifetime (some month, in average, and then is "closed") and each of them has a different development team, verification team, QA team etc... I see two possibilities: 1) define one queue "sw-bugs" and manage different project apportionment using a Custom Fields named "Project" with values "Project1","Project2","Project3"... ; but how to manager membership in this way? Is it a problem if such values changes oftern during time? 2) use one different queue for each sw project: this seems to be much reasonable , but all configuration examples that I see about RT seems to not to be a best practice in general: does it have some side effect to have a constantly growing set of queues in the RT instance? what does it seems to be a best practice of the two above ? Thank you for you help! -- Fabrizio Sebastiani NERGAL srl - Via B. Bardanzellu, 8 - 00155 Roma - Italy web : http://www.nergal.it office phone : +39-06-40801173 office fax : +39-06-40801283 mobile : +39-328-3139798 e-mail : fabrizio.sebastiani at nergal.it From david at midrange.com Thu Feb 10 09:29:11 2011 From: david at midrange.com (David Gibbs) Date: Thu, 10 Feb 2011 08:29:11 -0600 Subject: [rt-users] Auto advance due date? In-Reply-To: References: Message-ID: Kenneth Crocker wrote: > Try this: > > Description: On Correspond Update Due Kenn: Thanks! That works exactly the way I need it to. david -- IBM i on Power Systems - For when you can't afford to be out of business From vance_walsh at concordacademy.org Thu Feb 10 10:09:45 2011 From: vance_walsh at concordacademy.org (Vance Walsh) Date: Thu, 10 Feb 2011 10:09:45 -0500 Subject: [rt-users] RT-Users Digest, Vol 83, Issue 32 In-Reply-To: References: Message-ID: Yeah the install Doc on the wiki said 2.4.1 I updated the doc to 2.4.3 and will give it a shot. --- Vance Walsh Network and Systems Administrator Concord Academy - Concord, Mass. -------------- next part -------------- An HTML attachment was scrubbed... URL: From vance_walsh at concordacademy.org Thu Feb 10 11:21:53 2011 From: vance_walsh at concordacademy.org (Vance Walsh) Date: Thu, 10 Feb 2011 11:21:53 -0500 Subject: [rt-users] RT-Users Digest, Vol 83, Issue 32 In-Reply-To: References: Message-ID: I can not set permissions etc and build articles. Only issue now is if I build an article manually I am unable to edit the "Content" Field. I can change everything else including everything in Basic, Links and Topics. --- Vance Walsh Network and Systems Administrator Concord Academy - Concord, Mass. -------------- next part -------------- An HTML attachment was scrubbed... URL: From vance_walsh at concordacademy.org Thu Feb 10 11:29:03 2011 From: vance_walsh at concordacademy.org (Vance Walsh) Date: Thu, 10 Feb 2011 11:29:03 -0500 Subject: [rt-users] RTFM new install question In-Reply-To: References: Message-ID: Sorry for the duplicate email. Eanted this in the right thread I can now set permissions etc and build articles. Only issue now is if I build an article manually I am unable to edit the "Content" Field. I can change everything else including everything in Basic, Links and Topics. --- Vance Walsh Network and Systems Administrator Concord Academy - Concord, Mass. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Feb 10 11:33:04 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 10 Feb 2011 11:33:04 -0500 Subject: [rt-users] RT-Users Digest, Vol 83, Issue 32 In-Reply-To: Message-ID: <20110210163304.GM70280@jibsheet.com> On Thu, Feb 10, 2011 at 10:09:45AM -0500, Vance Walsh wrote: > Yeah the install Doc on the wiki said 2.4.1 I updated the doc to 2.4.3 and will give it a > shot. I didn't realize someone had duplicated the README on the wiki, I've fixed it to use the versionless download and to point out the README On Thu, Feb 10, 2011 at 11:29:03AM -0500, Vance Walsh wrote: > Sorry for the duplicate email. Eanted this in the right thread > > I can now set permissions etc and build articles. Only issue now is if I > build an article manually I am unable to edit the "Content" Field. I can > change everything else including everything in Basic, Links and Topics. If you read the README, it will point you to Introduction.pod which covers this. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Nagaraj.Narayanaswamy at tekelec.com Thu Feb 10 11:39:01 2011 From: Nagaraj.Narayanaswamy at tekelec.com (Narayanaswamy, Nagaraj) Date: Thu, 10 Feb 2011 11:39:01 -0500 Subject: [rt-users] Adding a mailto link on the login page Message-ID: <4D86D4BDF19D8D468A21AEFF9C056D5908B5480797@MAIL2.tekelec.com> Hi, I was wondering if there is an example out somewhere which shows how to add a mailto link or something like that in case the user cannot login to RT to even open a ticket, may be a mail to RT administrator? Thanks, -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Feb 10 11:42:43 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 10 Feb 2011 11:42:43 -0500 Subject: [rt-users] Adding a mailto link on the login page In-Reply-To: <4D86D4BDF19D8D468A21AEFF9C056D5908B5480797@MAIL2.tekelec.com> References: <4D86D4BDF19D8D468A21AEFF9C056D5908B5480797@MAIL2.tekelec.com> Message-ID: <20110210164243.GN70280@jibsheet.com> On Thu, Feb 10, 2011 at 11:39:01AM -0500, Narayanaswamy, Nagaraj wrote: > Hi, > > > > I was wondering if there is an example out somewhere which shows how to add a mailto link or > something like that in case the user cannot login to RT to even open a ticket, may be a mail > to RT administrator? Use the AfterForm callback in Elements/Login -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From tharding at uoregon.edu Thu Feb 10 11:57:08 2011 From: tharding at uoregon.edu (Tyler Harding) Date: Thu, 10 Feb 2011 08:57:08 -0800 Subject: [rt-users] Convenient email communication? In-Reply-To: <20110210164243.GN70280@jibsheet.com> Message-ID: Hello, I'm new to RT, so apologies for the newbie question. Right now, my queue's ticket owners are sent emails whenever their tickets are changed in any way. I'd like our ticket owners to be able to interact with Requestors/CCs/AdminCCs by simply replying via email. Right now, we're achieving that with a simple scrip: On correspond, notify Owner/Requestors/CCs/AdminCCs with Correspondence template. However, that has spammy side effects. (When requestors correspond, they get notified of their own correspondence etc.) Can someone point me in the right direction? Do I need to write a custom scrip? Thank you, -Tyler From vance_walsh at concordacademy.org Thu Feb 10 12:21:39 2011 From: vance_walsh at concordacademy.org (Vance Walsh) Date: Thu, 10 Feb 2011 12:21:39 -0500 Subject: [rt-users] LDAP users failing to login In-Reply-To: References: Message-ID: Recently I changed the account creation to be unprivledged. Also I just Installed RTFM 2.4.3 Whan an LDAP user who doesn't have an account yet in RT logs in they receive this error Can't coerce array into hash at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 124. Thanks Also the pod introduction file was exactly what I wa slooking for on the Wiki --- Vance Walsh Network and Systems Administrator Concord Academy - Concord, Mass. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Feb 10 12:28:10 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 10 Feb 2011 12:28:10 -0500 Subject: [rt-users] LDAP users failing to login In-Reply-To: References: Message-ID: <20110210172810.GO70280@jibsheet.com> On Thu, Feb 10, 2011 at 12:21:39PM -0500, Vance Walsh wrote: > Recently I changed the account creation to be unprivledged. > Whan an LDAP user who doesn't have an account yet in RT logs in they receive this error > Can't coerce array into hash at > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 124. Looks like you changed the account creation incorrectly (meaning you set $AutoCreate wrong) -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From kirby at umbc.edu Thu Feb 10 13:25:19 2011 From: kirby at umbc.edu (Joe Kirby (gmail)) Date: Thu, 10 Feb 2011 13:25:19 -0500 Subject: [rt-users] Fwd: How to Assign a value to a Custom Field using Requestor Real Name Message-ID: <4D542D8F.70303@umbc.edu> My users would like to have reports on their RT-at-a-Glance page which would parse out their tickets from several queues into a report grouped by the requestors initial of their last name. For example group 1 may be A-F, Group 2 G-K, etc. I was thinking of having a Custom Field associated with their queues that was set at time of entry and then have the report use that value in this field (A-Z) to select records My problem is that I do not know the field name for the Requestors Real Name as indicated in the ?? marks below. Additionally, I am VERY open if someone has a better idea. Below is the script I was going to have exec at New Ticket entry Any help is greatly appreciated Thanks Joe my $CFName = 'Last Name Grouping'; my $RecTransaction = 1; my $QueueObj = $self->TicketObj->QueueObj; my $CFObj = RT::CustomField->new( $QueueObj->*??Requestor.RealName?? *); $CFObj->LoadByNameAndQueue( Name => $CFName, Queue => $QueueObj->id ); unless( $CFObj->id ) { $RT::Logger->warning("custom field '$CFName' isn't defined for queue '". $QueueObj->Name ."'"); return undef; } my $RequestorRealName = '*??Requestor.RealName??*'; my $LastInitial = substr($RequestorRealName ,instr($RequestorRealName ,' ',-1,1)+1,1); unless( $self->TicketObj->FirstCustomFieldValue( $CFObj->id ) ) { my( $st, $msg ) = $self->TicketObj->AddCustomFieldValue( Field => $CFObj->id, Value => $LastInitial, RecordTransaction => $RecTransaction ); unless( $st ) { $RT::Logger->warning( "Couldn't set $DefaultValue as value for CF $CFName:". $msg ); return undef; } } return 1; -- 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 kfcrocker at lbl.gov Thu Feb 10 13:28:29 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 10 Feb 2011 10:28:29 -0800 Subject: [rt-users] per-"software project" oriented queue or per-"service" ? In-Reply-To: <4D53C344.7070806@nergal.it> References: <4D53C344.7070806@nergal.it> Message-ID: Fabrizio, Why not a third option? Create a Queue for each SW project, then when the project is over, just rename the Queue to indicate it now serves as an "Application Support" Queue to handle *future bugs, enhancements and Customization requests*? The Queue stays alive and ALL history for all kinds of work done for that software is in one place. That would be especially helpful if a request for a customization comes along and the engineer wants to know why certain tasks were designed/coded a particular way, the email/comments history would be helpful. Just a thought. Kenn LBNL On Thu, Feb 10, 2011 at 2:51 AM, Fabrizio Sebastiani wrote: > I have browsed unuseful much on RT docs & resources: wiki, FAQ etc... > > in the RT book i have read that the RT logic and philosophy discourages > creation of queues > that have short lifetime due "users, groups, and queues" are thought to be > stable during time. > > I need to manage bug tracking for different software projects, more or less > in the same way. Each software project has a defined lifetime (some month, > in average, and then is "closed") and each of them has a different > development team, verification team, QA team etc... > > I see two possibilities: > 1) define one queue "sw-bugs" and manage different project apportionment > using a Custom Fields named "Project" with values > "Project1","Project2","Project3"... ; but how to manager membership in this > way? Is it a problem if such values changes oftern during time? > 2) use one different queue for each sw project: this seems to be much > reasonable , but all configuration examples that I see about RT seems to not > to be a best practice in general: does it have some side effect to have a > constantly growing set of queues in the RT instance? > > what does it seems to be a best practice of the two above ? > > Thank you for you help! > > -- > Fabrizio Sebastiani > NERGAL srl - Via B. Bardanzellu, 8 - 00155 Roma - Italy > web : http://www.nergal.it > office phone : +39-06-40801173 > office fax : +39-06-40801283 > mobile : +39-328-3139798 > e-mail : fabrizio.sebastiani at nergal.it > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From paul_dougherty at prn.com Thu Feb 10 13:31:42 2011 From: paul_dougherty at prn.com (Dougherty Paul) Date: Thu, 10 Feb 2011 10:31:42 -0800 Subject: [rt-users] unsubscribe Message-ID: unsubscribe -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Thu Feb 10 13:43:53 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 10 Feb 2011 10:43:53 -0800 Subject: [rt-users] How to Assign a value to a Custom Field using Requestor Real Name In-Reply-To: <4D52E61F.8050803@umbc.edu> References: <4D52E61F.8050803@umbc.edu> Message-ID: Joe, I'm curious why you want a report in a User's home page that would show tickets *requested by other users* because their last name uses the same letter (ie. CF with A - G). Why not just have a report that shows all non-resolved tickets for which they are the Requestor? That would certainly be easier to write and set up. Just a thought. Kenn LBNL On Wed, Feb 9, 2011 at 11:08 AM, Joe Kirby (gmail) wrote: > My users would like to have reports on their RT-at-a-Glance page which > would parse out their tickets from several queues into a report grouped by > the requestors initial of their last name. > > For example group 1 may be A-F, Group 2 G-K, etc. > > I was thinking of having a Custom Field associated with their queues that > was set at time of entry and then have the report use that value in this > field (A-Z) to select records > > My problem is that I do not know the field name for the Requestors Real > Name as indicated in the ?? marks below. > > Additionally, I am VERY open if someone has a better idea. > > Below is the script I was going to have exec at New Ticket entry > > Any help is greatly appreciated > > Thanks > > Joe > > my $CFName = 'Last Name Grouping'; > my $RecTransaction = 1; > > > my $QueueObj = $self->TicketObj->QueueObj; > my $CFObj = RT::CustomField->new( $QueueObj->*??Requestor.RealName?? *); > $CFObj->LoadByNameAndQueue( Name => $CFName, Queue => $QueueObj->id ); > unless( $CFObj->id ) { > $RT::Logger->warning("custom field '$CFName' isn't defined for queue > '". $QueueObj->Name ."'"); > return undef; > } > > > > my $RequestorRealName = '*??Requestor.RealName??*'; > my $LastInitial = substr($RequestorRealName ,instr($RequestorRealName ,' > ',-1,1)+1,1); > > unless( $self->TicketObj->FirstCustomFieldValue( $CFObj->id ) ) { > my( $st, $msg ) = $self->TicketObj->AddCustomFieldValue( > Field => $CFObj->id, > Value => $LastInitial, > RecordTransaction => > $RecTransaction ); > unless( $st ) { > $RT::Logger->warning( "Couldn't set $DefaultValue as value for CF > $CFName:". $msg ); > return undef; > } > } > > return 1; > > -- > 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 andy.goktas at state.or.us Thu Feb 10 13:44:34 2011 From: andy.goktas at state.or.us (Andy GOKTAS) Date: Thu, 10 Feb 2011 10:44:34 -0800 Subject: [rt-users] RT Content Area - Create Link Message-ID: <4D53C192.649C.00EE.0@PERS.STATE.OR.US> Hello, I'm trying to remember how to make a clickable link (after saving/updating a ticket) within a comment/reply, etc. It is something like: - RT[######], [RT######], RT[#######], [########] Did it before, I just can't remember. BTW, ###### = ticket number I'm not referring to the "Link" section of a ticket. I am aware of that. ;) Thanks, Andy Goktas From fmahnke at gmail.com Thu Feb 10 14:02:45 2011 From: fmahnke at gmail.com (Fritz Mahnke) Date: Thu, 10 Feb 2011 13:02:45 -0600 Subject: [rt-users] Exclude email sender from ticket notifications Message-ID: Hello, I am looking for a way to stop a user from receiving an email notification when they update a ticket by email. In other words, I would like to modify the Scrip "On Correspond Notify Requestors and Ccs with template Correspondence" so if user at domain.com is on the Cc list, they do not receive the notification back to them when they update a ticket by email. Would the best way to do this be creating a new Scrip with Custom Condition? Or is there a better workflow? Best regards, Fritz Mahnke From kirby at umbc.edu Thu Feb 10 14:08:36 2011 From: kirby at umbc.edu (Joe Kirby (gmail)) Date: Thu, 10 Feb 2011 14:08:36 -0500 Subject: [rt-users] RT-Users Digest, Vol 83, Issue 36 In-Reply-To: References: Message-ID: <4D5437B4.9060005@umbc.edu> On 2/10/2011 2:03 PM, rt-users-request at lists.bestpractical.com wrote: > Send RT-Users mailing list submissions to > rt-users at lists.bestpractical.com > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > or, via email, send a message with subject or body 'help' to > rt-users-request at lists.bestpractical.com > > You can reach the person managing the list at > rt-users-owner at lists.bestpractical.com > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of RT-Users digest..." > > > Today's Topics: > > 1. unsubscribe (Dougherty Paul) > 2. Re: How to Assign a value to a Custom Field using Requestor > Real Name (Kenneth Crocker) > 3. RT Content Area - Create Link (Andy GOKTAS) > 4. Exclude email sender from ticket notifications (Fritz Mahnke) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Thu, 10 Feb 2011 10:31:42 -0800 > From: "Dougherty Paul" > To: rt-users at lists.bestpractical.com > Subject: [rt-users] unsubscribe > Message-ID: > > Content-Type: text/plain; charset="us-ascii" > > unsubscribe > > > > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: > > ------------------------------ > > Message: 2 > Date: Thu, 10 Feb 2011 10:43:53 -0800 > From: Kenneth Crocker > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] How to Assign a value to a Custom Field using > Requestor Real Name > Message-ID: > > Content-Type: text/plain; charset="iso-8859-1" > > Joe, > > I'm curious why you want a report in a User's home page that would show > tickets *requested by other users* because their last name uses the same > letter (ie. CF with A - G). Why not just have a report that shows all > non-resolved tickets for which they are the Requestor? That would certainly > be easier to write and set up. > > Just a thought. > > Kenn > LBNL > In this case the Requestors are Students and Faculty from the Campus at large and they want to organize all their groups tickets by Requestor last name instead of by queues they managed They have indicated that this provides a more personalized approach in that folks from A-F always get the same Counselor responding to them no matter what queue they inidcated for their problem I realize this is a bit unusual but it is real important to this particular organization Thanks Joe > On Wed, Feb 9, 2011 at 11:08 AM, Joe Kirby (gmail) wrote: > >> My users would like to have reports on their RT-at-a-Glance page which >> would parse out their tickets from several queues into a report grouped by >> the requestors initial of their last name. >> >> For example group 1 may be A-F, Group 2 G-K, etc. >> >> I was thinking of having a Custom Field associated with their queues that >> was set at time of entry and then have the report use that value in this >> field (A-Z) to select records >> >> My problem is that I do not know the field name for the Requestors Real >> Name as indicated in the ?? marks below. >> >> Additionally, I am VERY open if someone has a better idea. >> >> Below is the script I was going to have exec at New Ticket entry >> >> Any help is greatly appreciated >> >> Thanks >> >> Joe >> >> my $CFName = 'Last Name Grouping'; >> my $RecTransaction = 1; >> >> >> my $QueueObj = $self->TicketObj->QueueObj; >> my $CFObj = RT::CustomField->new( $QueueObj->*??Requestor.RealName?? *); >> $CFObj->LoadByNameAndQueue( Name => $CFName, Queue => $QueueObj->id ); >> unless( $CFObj->id ) { >> $RT::Logger->warning("custom field '$CFName' isn't defined for queue >> '". $QueueObj->Name ."'"); >> return undef; >> } >> >> >> >> my $RequestorRealName = '*??Requestor.RealName??*'; >> my $LastInitial = substr($RequestorRealName ,instr($RequestorRealName ,' >> ',-1,1)+1,1); >> >> unless( $self->TicketObj->FirstCustomFieldValue( $CFObj->id ) ) { >> my( $st, $msg ) = $self->TicketObj->AddCustomFieldValue( >> Field => $CFObj->id, >> Value => $LastInitial, >> RecordTransaction => >> $RecTransaction ); >> unless( $st ) { >> $RT::Logger->warning( "Couldn't set $DefaultValue as value for CF >> $CFName:". $msg ); >> return undef; >> } >> } >> >> return 1; >> >> -- >> 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: > > ------------------------------ > > Message: 3 > Date: Thu, 10 Feb 2011 10:44:34 -0800 > From: "Andy GOKTAS" > To: > Subject: [rt-users] RT Content Area - Create Link > Message-ID:<4D53C192.649C.00EE.0 at PERS.STATE.OR.US> > Content-Type: text/plain; charset=US-ASCII > > Hello, > > I'm trying to remember how to make a clickable link (after saving/updating a ticket) within a comment/reply, etc. > > It is something like: > - RT[######], [RT######], RT[#######], [########] > > Did it before, I just can't remember. > > BTW, ###### = ticket number > > I'm not referring to the "Link" section of a ticket. I am aware of that. ;) > > Thanks, > Andy Goktas > > > > > ------------------------------ > > Message: 4 > Date: Thu, 10 Feb 2011 13:02:45 -0600 > From: Fritz Mahnke > To: RT-Users at lists.bestpractical.com > Subject: [rt-users] Exclude email sender from ticket notifications > Message-ID: > > Content-Type: text/plain; charset=ISO-8859-1 > > Hello, I am looking for a way to stop a user from receiving an email > notification when they update a ticket by email. In other words, I > would like to modify the Scrip > > "On Correspond Notify Requestors and Ccs with template Correspondence" > > so if user at domain.com is on the Cc list, they do not receive the > notification back to them when they update a ticket by email. > > Would the best way to do this be creating a new Scrip with Custom > Condition? Or is there a better workflow? > > Best regards, > Fritz Mahnke > > > ------------------------------ > > _______________________________________________ > RT-Users mailing list > RT-Users at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > End of RT-Users Digest, Vol 83, Issue 36 > **************************************** -- Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu From hiro24 at gmail.com Thu Feb 10 16:25:10 2011 From: hiro24 at gmail.com (Chris Hall) Date: Thu, 10 Feb 2011 16:25:10 -0500 Subject: [rt-users] search by CommentedOnBy? In-Reply-To: <20110104145640.GS65759@jibsheet.com> References: <01dc01cbab91$c5bee220$513ca660$@ca> <20110104132405.GR65759@jibsheet.com> <003701cbac13$d0a8a360$71f9ea20$@ca> <20110104145640.GS65759@jibsheet.com> Message-ID: I hate to necro an old, dead thread but.. this seems to have come up again.. from two separate people. I did figure out if I edited the advanced section and added __CommentedOnBy__ I could at least see who the last person was to comment on a ticket, but here's my current problem: Helpdesk manager person has some software that spits out how many calls a given worker does, and wants to compare this with the RT records. For example, Worker A takes 54 calls in a night. Helpdesk manager person wants to check the RT records to see if he has made 54 comments for that given night. Kind of a making sure ppl are doing what they're supposed to be doing. So sometime before the end of the month, I need to figure out a way to form a query to show all comments in a given month. Maybe not "show" them, but just a list to say... Worker A commented on the following tickets this month. Does anybody have any suggestions where I could start with something like this? On Tue, Jan 4, 2011 at 9:56 AM, Kevin Falcone wrote: > On Tue, Jan 04, 2011 at 08:32:21AM -0500, Kris Germann wrote: > > -----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, January 04, 2011 8:24 AM > > To: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] search by CommentedOnBy? > > > > > > On Mon, Jan 03, 2011 at 06:16:42PM -0500, Chris Hall wrote: > > > > That's close I think, but not quite what I'm looking for. I > couldn't > > get your line to work.. > > > > although I could see how it's not exactly what they're looking > for. > > They want to search for > > > > everything a particular user has commented on on the current day. > > That would potentially show > > > > things a user had commented on in a previous day, and another > person > > had commented on today. > > > > > CommentedOnBy is not a valid RT 3.8 search term > > > The search you're trying to build goes against Transactions and would > > > require code. > > Which installation is this specific to? I am running RT Ver 3.8.8 (On > > Freeside 2.1.2cvs) and my terms of CommentedOnBy = 'user1' LastUpdatedOn > = > > 'today' appear to work fine... Or is it something more specific. > > Sounds like you have custom code > > $ rt/3.8 (3.8-trunk)$ grep -r CommentedOnBy lib/ > > -kevin > -------------- next part -------------- An HTML attachment was scrubbed... URL: From linux4michelle at tamay-dogan.net Thu Feb 10 16:53:17 2011 From: linux4michelle at tamay-dogan.net (Michelle Konzack) Date: Thu, 10 Feb 2011 22:53:17 +0100 Subject: [rt-users] Problems with RequestTracker Message-ID: <20110210215317.GF24375@michelle1> Hello, arround two years ago I had already asked this, but now it is more or less urgent. I run IBM eServer with a bunch of Apache VHosts and several customers. With RT it is not possibel, to run one VHost and have e.g. three differnt targets like "abuse", "support" and "info" like http://support.customer1.com/abuse/ /info/ /support/ http://support.customer2.com/abuse/ /info/ /support/ ... Also it is not possibel to have more then one customer on a server, because RT enforce to use ONE database instead one database per customer and target. Then I modified RT to support the two things above, but now I get the hell of mySQL performance and it crash all the time Does someone know a more suitable RequestTracker for this kind of usage? Also it should support PostgreSQL and use PHP5 or PHP6 The servers are IBM eServer x345 with Xeon DualCore 3GHz, 8 GByte memory and 6x 147 GByte U320/15k SCSI Drives (Raid-5 + Hotfix) Note: I have also tried OTRS but it sucks from the beginnig. It maybe run for a singe instance with a singel target but it does not work in a bigger PRO environment because I am local ISP an have to handel several 10.000 FTTH customers Thanks, Greetings and nice Day/Evening Michelle Konzack -- ##################### Debian GNU/Linux Consultant ###################### Development of Intranet and Embedded Systems with Debian GNU/Linux itsystems at tdnet France EURL itsystems at tdnet UG (limited liability) Owner Michelle Konzack Owner Michelle Konzack Apt. 917 (homeoffice) 50, rue de Soultz Kinzigstra?e 17 67100 Strasbourg/France 77694 Kehl/Germany Tel: +33-6-61925193 mobil Tel: +49-177-9351947 mobil Tel: +33-9-52705884 fix Jabber linux4michelle at jabber.ccc.de Linux-User #280138 with the Linux Counter, http://counter.li.org/ -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.pgp Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From falcone at bestpractical.com Thu Feb 10 17:22:05 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 10 Feb 2011 17:22:05 -0500 Subject: [rt-users] Exclude email sender from ticket notifications In-Reply-To: References: Message-ID: <20110210222205.GP70280@jibsheet.com> On Thu, Feb 10, 2011 at 01:02:45PM -0600, Fritz Mahnke wrote: > Hello, I am looking for a way to stop a user from receiving an email > notification when they update a ticket by email. In other words, I > would like to modify the Scrip > > "On Correspond Notify Requestors and Ccs with template Correspondence" > > so if user at domain.com is on the Cc list, they do not receive the > notification back to them when they update a ticket by email. > > Would the best way to do this be creating a new Scrip with Custom > Condition? Or is there a better workflow? Sounds like you turned $NotifyActor in your config from the default of 0 to 1 and want to turn it back. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From sandeep.nadkarni at gmail.com Fri Feb 11 00:04:57 2011 From: sandeep.nadkarni at gmail.com (Sandeep) Date: Fri, 11 Feb 2011 10:34:57 +0530 Subject: [rt-users] Unable to create ticket using self service portal Message-ID: Hi, I am using RT 3.8.7 on Centos 5.3. Authentication is through Active Directory. RT_Authen_external plugin is used. Authentication is working fine. When I try to create a ticket it says No permission to Display Ticket (No Detail) In RT_SiteConfig.pm require "/opt/rt3/local/plugins/RT- Authen-ExternalAuth/etc/RT_SiteConfig.pm"; Set($AutoCreate, {Privileged => 0}); Permissions are as follows Everyone : Create Ticket, comment on tickert, show queue, show ticket, Am I missing some thing. ? Thanks Sandeep -------------- next part -------------- An HTML attachment was scrubbed... URL: From dominic.hargreaves at oucs.ox.ac.uk Fri Feb 11 03:35:41 2011 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Fri, 11 Feb 2011 08:35:41 +0000 Subject: [rt-users] Problems with RequestTracker In-Reply-To: <20110210215317.GF24375@michelle1> References: <20110210215317.GF24375@michelle1> Message-ID: <20110211083540.GA2799@gunboat-diplomat.oucs.ox.ac.uk> On Thu, Feb 10, 2011 at 10:53:17PM +0100, Michelle Konzack wrote: > With RT it is not possibel, to run one VHost and have e.g. three > differnt targets like "abuse", "support" and "info" like > > http://support.customer1.com/abuse/ > /info/ > /support/ > http://support.customer2.com/abuse/ > /info/ > /support/ > ... > > Also it is not possibel to have more then one customer on a server, > because RT enforce to use ONE database instead one database per > customer and target. If you use FastCGI (ie not mod_perl) then I don't see why you shouldn't be able to run multiple instances of RT. I've never tried doing that with the same codebase (may not be possible to override the configuration file, and there are probably other similar issues with the state directories) but multiple manual installations in different directories ought to work. > Then I modified RT to support the two things above, but now I get the > hell of mySQL performance and it crash all the time How did you change it? -- 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: 198 bytes Desc: Digital signature URL: From payam at rasana.net Fri Feb 11 04:32:52 2011 From: payam at rasana.net (Payam Poursaied) Date: Fri, 11 Feb 2011 13:02:52 +0330 Subject: [rt-users] search by CommentedOnBy? In-Reply-To: References: Message-ID: <009c01cbc9ce$ab3711b0$01a53510$@net> You could start by database select Transactions.id,ObjectType,ObjectId,Type,Transactions.Created,Name,EmailAddr ess from Transactions inner join Users on Users.id=Transactions.Creator where ObjectType='RT::Ticket' and Type='Comment' and Transactins.Created>='YYYY-MM-DD HH:MM:SS' and Transactions.Created<='YYYY-MM-DD HH:MM:SS'; But be aware of 2 things: First: the time is not your localtime, it is GMT0 second: if someone rather than your support team is allowed to comment on tickets, you would have them in the report Date: Thu, 10 Feb 2011 16:25:10 -0500 From: Chris Hall To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] search by CommentedOnBy? I hate to necro an old, dead thread but.. this seems to have come up again.. from two separate people. I did figure out if I edited the advanced section and added __CommentedOnBy__ I could at least see who the last person was to comment on a ticket, but here's my current problem: Helpdesk manager person has some software that spits out how many calls a given worker does, and wants to compare this with the RT records. For example, Worker A takes 54 calls in a night. Helpdesk manager person wants to check the RT records to see if he has made 54 comments for that given night. Kind of a making sure ppl are doing what they're supposed to be doing. So sometime before the end of the month, I need to figure out a way to form a query to show all comments in a given month. Maybe not "show" them, but just a list to say... Worker A commented on the following tickets this month. Does anybody have any suggestions where I could start with something like this? -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 5180 bytes Desc: not available URL: From mbrown at fensystems.co.uk Fri Feb 11 05:34:32 2011 From: mbrown at fensystems.co.uk (Michael Brown) Date: Fri, 11 Feb 2011 10:34:32 +0000 Subject: [rt-users] Problems with RequestTracker In-Reply-To: <20110211083540.GA2799@gunboat-diplomat.oucs.ox.ac.uk> References: <20110210215317.GF24375@michelle1> <20110211083540.GA2799@gunboat-diplomat.oucs.ox.ac.uk> Message-ID: <201102111034.33077.mbrown@fensystems.co.uk> On Friday 11 Feb 2011 08:35:41 Dominic Hargreaves wrote: > If you use FastCGI (ie not mod_perl) then I don't see why you shouldn't > be able to run multiple instances of RT. I've never tried doing that > with the same codebase (may not be possible to override the configuration > file, and there are probably other similar issues with the state > directories) but multiple manual installations in different directories > ought to work. FWIW, this seems to be working for me with one codebase, multiple vhosts, separate databases, separate configurations. Essentially, this was achieved by creating multiple RT_SiteConfig.pm files in the same directory, e.g. RT_site1.example.com.pm, RT_site2.example.com, and then using the RT_SITE_CONFIG environment variable to select the relevant configuration: RT_SITE_CONFIG=RT_site1.example.com.pm rt-setup-database --action init and in the vhost configuration (using fcgid): ServerName site1.example.com DefaultInitEnv RT_SITE_CONFIG RT_site1.example.com Michael From linux4michelle at tamay-dogan.net Fri Feb 11 09:50:26 2011 From: linux4michelle at tamay-dogan.net (Michelle Konzack) Date: Fri, 11 Feb 2011 15:50:26 +0100 Subject: [rt-users] Problems with RequestTracker In-Reply-To: <201102111034.33077.mbrown@fensystems.co.uk> References: <20110210215317.GF24375@michelle1> <20110211083540.GA2799@gunboat-diplomat.oucs.ox.ac.uk> <201102111034.33077.mbrown@fensystems.co.uk> Message-ID: <20110211145026.GO24375@michelle1> Hello Michael Brown, Am 2011-02-11 10:34:32, hacktest Du folgendes herunter: > FWIW, this seems to be working for me with one codebase, multiple vhosts, > separate databases, separate configurations. > > Essentially, this was achieved by creating multiple RT_SiteConfig.pm files in > the same directory, e.g. RT_site1.example.com.pm, RT_site2.example.com, and > then using the RT_SITE_CONFIG environment variable to select the relevant > configuration: > > RT_SITE_CONFIG=RT_site1.example.com.pm rt-setup-database --action init > > and in the vhost configuration (using fcgid): > > ServerName site1.example.com > DefaultInitEnv RT_SITE_CONFIG RT_site1.example.com I will retry it... :-/ Thanks, Greetings and nice Day/Evening Michelle Konzack -- ##################### Debian GNU/Linux Consultant ###################### Development of Intranet and Embedded Systems with Debian GNU/Linux itsystems at tdnet France EURL itsystems at tdnet UG (limited liability) Owner Michelle Konzack Owner Michelle Konzack Apt. 917 (homeoffice) 50, rue de Soultz Kinzigstra?e 17 67100 Strasbourg/France 77694 Kehl/Germany Tel: +33-6-61925193 mobil Tel: +49-177-9351947 mobil Tel: +33-9-52705884 fix Jabber linux4michelle at jabber.ccc.de ICQ #328449886 Linux-User #280138 with the Linux Counter, http://counter.li.org/ -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.pgp Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From luciano at cpd.ufrgs.br Fri Feb 11 10:23:39 2011 From: luciano at cpd.ufrgs.br (Luciano Silva) Date: Fri, 11 Feb 2011 13:23:39 -0200 Subject: [rt-users] Message error /Upgrade from 3.6.1 to 3.8.8 Message-ID: <1297437819.4680.65.camel@luciano-dss> Hello, I made an upgrade from 3.6.1 to 3.8.8. I'm Using a Ubuntu Server 10.04. Everything was ok, applied upgrades from UPGRADING, UPGRAND.mysql and README. On interface, I got this error, when click on Queue/Quick Search: "Can't use string ("AND") as a HASH ref while "strict refs" in use at /usr/local/rt/bin/../lib/RT/Interface/Web/QueryBuilder/Tree.pm line 114." I googled and searched an answer, but I didn't find anything about this error. Please, can you tel-me how fix this error? Tks -- Luciano Silva -------------- next part -------------- An HTML attachment was scrubbed... URL: From vikas.k.srivastava at gmail.com Fri Feb 11 11:00:25 2011 From: vikas.k.srivastava at gmail.com (Vikas Srivastava) Date: Fri, 11 Feb 2011 08:00:25 -0800 Subject: [rt-users] Sending Email to CustomField value Message-ID: Hi All , Could you please help me in creating a scrip that sends emails to email addresses noted in custom field values . So say in CF1 i have johndoe at abc.com And in CF2 i have mjames at abc.com . Upon case closure I would like to emails (different content) to be sent to the above to CFs . Any help would be much appreciated . Regards Vikas -------------- next part -------------- An HTML attachment was scrubbed... URL: From hiro24 at gmail.com Fri Feb 11 11:09:51 2011 From: hiro24 at gmail.com (Chris Hall) Date: Fri, 11 Feb 2011 11:09:51 -0500 Subject: [rt-users] search by CommentedOnBy? In-Reply-To: <009c01cbc9ce$ab3711b0$01a53510$@net> References: <009c01cbc9ce$ab3711b0$01a53510$@net> Message-ID: Thanks! That looks like it's giving me what I'm looking for.. now I just need to find a way to integrate it into RT. On Fri, Feb 11, 2011 at 4:32 AM, Payam Poursaied wrote: > You could start by database > > select > > Transactions.id,ObjectType,ObjectId,Type,Transactions.Created,Name,EmailAddr > ess from Transactions > inner join Users on Users.id=Transactions.Creator > where ObjectType='RT::Ticket' and Type='Comment' and > Transactins.Created>='YYYY-MM-DD HH:MM:SS' and > Transactions.Created<='YYYY-MM-DD HH:MM:SS'; > > But be aware of 2 things: > First: the time is not your localtime, it is GMT0 > second: if someone rather than your support team is allowed to comment on > tickets, you would have them in the report > > > > > Date: Thu, 10 Feb 2011 16:25:10 -0500 > From: Chris Hall > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] search by CommentedOnBy? > > I hate to necro an old, dead thread but.. this seems to have come up > again.. > from two separate people. I did figure out if I edited the advanced > section > and added __CommentedOnBy__ I could at least see who the last person was to > comment on a ticket, but here's my current problem: > > Helpdesk manager person has some software that spits out how many calls a > given worker does, and wants to compare this with the RT records. For > example, Worker A takes 54 calls in a night. Helpdesk manager person wants > to check the RT records to see if he has made 54 comments for that given > night. Kind of a making sure ppl are doing what they're supposed to be > doing. > > So sometime before the end of the month, I need to figure out a way to form > a query to show all comments in a given month. Maybe not "show" them, but > just a list to say... Worker A commented on the following tickets this > month. > > Does anybody have any suggestions where I could start with something like > this? > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Fri Feb 11 11:48:19 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Fri, 11 Feb 2011 08:48:19 -0800 Subject: [rt-users] search by CommentedOnBy? In-Reply-To: <009c01cbc9ce$ab3711b0$01a53510$@net> References: <009c01cbc9ce$ab3711b0$01a53510$@net> Message-ID: Chris, We do something similar to Payam. We have an Oracle DataBase so we created a "view" of the RT data to allow us to use COGNOS (or other reporting software) to create reports from RT data. Works great. Kenn LBNL On Fri, Feb 11, 2011 at 1:32 AM, Payam Poursaied wrote: > You could start by database > > select > > Transactions.id,ObjectType,ObjectId,Type,Transactions.Created,Name,EmailAddr > ess from Transactions > inner join Users on Users.id=Transactions.Creator > where ObjectType='RT::Ticket' and Type='Comment' and > Transactins.Created>='YYYY-MM-DD HH:MM:SS' and > Transactions.Created<='YYYY-MM-DD HH:MM:SS'; > > But be aware of 2 things: > First: the time is not your localtime, it is GMT0 > second: if someone rather than your support team is allowed to comment on > tickets, you would have them in the report > > > > > Date: Thu, 10 Feb 2011 16:25:10 -0500 > From: Chris Hall > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] search by CommentedOnBy? > > I hate to necro an old, dead thread but.. this seems to have come up > again.. > from two separate people. I did figure out if I edited the advanced > section > and added __CommentedOnBy__ I could at least see who the last person was to > comment on a ticket, but here's my current problem: > > Helpdesk manager person has some software that spits out how many calls a > given worker does, and wants to compare this with the RT records. For > example, Worker A takes 54 calls in a night. Helpdesk manager person wants > to check the RT records to see if he has made 54 comments for that given > night. Kind of a making sure ppl are doing what they're supposed to be > doing. > > So sometime before the end of the month, I need to figure out a way to form > a query to show all comments in a given month. Maybe not "show" them, but > just a list to say... Worker A commented on the following tickets this > month. > > Does anybody have any suggestions where I could start with something like > this? > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Fri Feb 11 11:52:23 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Fri, 11 Feb 2011 08:52:23 -0800 Subject: [rt-users] Sending Email to CustomField value In-Reply-To: References: Message-ID: Vikas, We do that thru the Template. Below is an example of what we do to send an email to a person selected to be the QA tester/Approver of work before it is migrated/resolved: RT-Attach-Message: yes To: {$Ticket->FirstCustomFieldValue('QA Approver')} Subject: Request Titled: "{$Ticket->Subject}" is ready to begin QA Testing ---------------------------------------------------------------------------- TICKET INFORMATION: Queue : {$Ticket->QueueObj->Name} Number : {$Ticket->Id} Subject: {$Ticket->Subject} ---------------------------------------------------------------------------- Priority is: {$Ticket->Priority} Requestor : {$Ticket->Requestors->UserMembersObj->First->Name} Created by: {$Ticket->CreatorObj->Name} Created on: {substr($Ticket->Created, 0, 10)} Owned by: {$Ticket->OwnerObj->Name} Development Started on: {substr($Ticket->Started, 0, 10)} ---------------------------------------------------------------------------- To indicate your approval of the QA test results, merely "Reply" (only) to this email with your comments: Thank you, {$Ticket->QueueObj->CorrespondAddress()} We like to include a lot of Ticket data in our emails to the recipients. All of out templates are custom. Hope this helps. Kenn LBNL On Fri, Feb 11, 2011 at 8:00 AM, Vikas Srivastava < vikas.k.srivastava at gmail.com> wrote: > Hi All , > > Could you please help me in creating a scrip that sends emails to email addresses noted in custom field values . > > So say in CF1 i have johndoe at abc.com > And in CF2 i have mjames at abc.com . > > Upon case closure I would like to emails (different content) to be sent to the above to CFs . > > Any help would be much appreciated . > > Regards > > Vikas > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Fri Feb 11 11:58:59 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Fri, 11 Feb 2011 08:58:59 -0800 Subject: [rt-users] Unable to create ticket using self service portal In-Reply-To: References: Message-ID: Sandeep, You mention some permissions, but don't distinguish if they are Global or Queue level. It could be the Queue allows it but the Global doesn't. Also, if permissions are given via group an unprivileged user will not be able to use those rights as an unprivileged user cannot be in a group. Kenn LBNL On Thu, Feb 10, 2011 at 9:04 PM, Sandeep wrote: > Hi, > > I am using RT 3.8.7 on Centos 5.3. > > Authentication is through Active Directory. RT_Authen_external plugin is > used. > > Authentication is working fine. When I try to create a ticket it says > > No permission to Display Ticket (No Detail) > > > In RT_SiteConfig.pm > > require "/opt/rt3/local/plugins/RT- > Authen-ExternalAuth/etc/RT_SiteConfig.pm"; > Set($AutoCreate, {Privileged => 0}); > > Permissions are as follows > > Everyone : Create Ticket, comment on tickert, show queue, show ticket, > > Am I missing some thing. ? > > Thanks > Sandeep > -------------- next part -------------- An HTML attachment was scrubbed... URL: From engle at 4j.lane.edu Fri Feb 11 14:37:30 2011 From: engle at 4j.lane.edu (Kurt Engle) Date: Fri, 11 Feb 2011 11:37:30 -0800 (PST) Subject: [rt-users] Notify specific owner on Correspond Message-ID: <656897887.1136068.1297453050425.JavaMail.root@mail3.4j.lane.edu> I have created a scrip that successfully notifies owners but now I need to be able to only run this scrip when a specific owner is listed on the ticket. I am guessing that I need a Custom Condition for this scrip. So far I have the following: Description: On Correspond notify specific owner Condition: User Defined Action: Notify Owner Template: Global template: Admin Correspondence Stage: Transaction Create Custom Condition: my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; my $ownerid = $ticket->Owner; if ($ownerid = 34) { return 1; } else { return 0; } So far, this scrip does not discriminate based on the ticket owner. Thanks for your help -- Kurt Engle -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Feb 11 14:49:44 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 11 Feb 2011 14:49:44 -0500 Subject: [rt-users] Notify specific owner on Correspond In-Reply-To: <656897887.1136068.1297453050425.JavaMail.root@mail3.4j.lane.edu> References: <656897887.1136068.1297453050425.JavaMail.root@mail3.4j.lane.edu> Message-ID: <20110211194944.GQ70280@jibsheet.com> On Fri, Feb 11, 2011 at 11:37:30AM -0800, Kurt Engle wrote: > if ($ownerid = 34) { That is the perl assignment operator, not the numerical comparision operator -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 Fri Feb 11 15:05:37 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Fri, 11 Feb 2011 12:05:37 -0800 Subject: [rt-users] Notify specific owner on Correspond In-Reply-To: <656897887.1136068.1297453050425.JavaMail.root@mail3.4j.lane.edu> References: <656897887.1136068.1297453050425.JavaMail.root@mail3.4j.lane.edu> Message-ID: Kurt, I think you need to add a check for a "correspond" transaction to your condition. Kenn LBNL On Fri, Feb 11, 2011 at 11:37 AM, Kurt Engle wrote: > I have created a scrip that successfully notifies owners but now I need to > be able to only run this scrip when a specific owner is listed on the > ticket. I am guessing that I need a Custom Condition for this scrip. So far > I have the following: > > Description: On Correspond notify specific owner > Condition: User Defined > Action: Notify Owner > Template: Global template: Admin Correspondence > Stage: Transaction Create > > Custom Condition: > my $trans = $self->TransactionObj; > my $ticket = $self->TicketObj; > my $ownerid = $ticket->Owner; > > if ($ownerid = 34) { > return 1; > } > else { > return 0; > } > > > So far, this scrip does not discriminate based on the ticket owner. > > Thanks for your help > -- > Kurt Engle > -------------- next part -------------- An HTML attachment was scrubbed... URL: From engle at 4j.lane.edu Fri Feb 11 16:22:08 2011 From: engle at 4j.lane.edu (Kurt Engle) Date: Fri, 11 Feb 2011 13:22:08 -0800 (PST) Subject: [rt-users] Notify specific owner on Correspond In-Reply-To: Message-ID: <2130723991.1141060.1297459328656.JavaMail.root@mail3.4j.lane.edu> Kenn can you give me some pointers on how to do that? Thanks, Kurt From: "Kenneth Crocker" To: rt-users at lists.bestpractical.com Sent: Friday, February 11, 2011 12:05:37 PM Subject: Re: [rt-users] Notify specific owner on Correspond Kurt, I think you need to add a check for a "correspond" transaction to your condition. Kenn LBNL On Fri, Feb 11, 2011 at 11:37 AM, Kurt Engle < engle at 4j.lane.edu > wrote: I have created a scrip that successfully notifies owners but now I need to be able to only run this scrip when a specific owner is listed on the ticket. I am guessing that I need a Custom Condition for this scrip. So far I have the following: Description: On Correspond notify specific owner Condition: User Defined Action: Notify Owner Template: Global template: Admin Correspondence Stage: Transaction Create Custom Condition: my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; my $ownerid = $ticket->Owner; if ($ownerid = 34) { return 1; } else { return 0; } So far, this scrip does not discriminate based on the ticket owner. Thanks for your help -- Kurt Engle -- -kurt -------------- next part -------------- An HTML attachment was scrubbed... URL: From vikas.k.srivastava at gmail.com Fri Feb 11 18:48:02 2011 From: vikas.k.srivastava at gmail.com (Vikas Srivastava) Date: Fri, 11 Feb 2011 15:48:02 -0800 Subject: [rt-users] Sending Email to CustomField value In-Reply-To: References: Message-ID: Hi Kenn , Thank you so much , but for some reasons I am not able to get it working . Here is what I did . Created A Template : ------------------------ Name : Send Email to Customer on Closure Description : Send Email to Customer on Closure Content: RT-Attach-Message: yes To: {$Ticket->FirstCustomFieldValue('Customer Email')} Subject: Request Titled: "{$Ticket->Subject}" Some Content here . Created A Scrip : ------------------------ Description : Email On closure Condition : On Resolve Action : User Defined Template : Send Email to Customer on Closure Stage : TransactionCreate Custom condition: return 1; Custom action preparation code:return 1; Custom action cleanup code:return 1; When I resolved the case no email is sent to the email address mentioned in the Custom field named "Customer Email" Appreciate your inputs . Regards Vikas On Fri, Feb 11, 2011 at 8:52 AM, Kenneth Crocker wrote: > Vikas, > > We do that thru the Template. Below is an example of what we do to send an > email to a person selected to be the QA tester/Approver of work before it is > migrated/resolved: > > RT-Attach-Message: yes > To: {$Ticket->FirstCustomFieldValue('QA Approver')} > Subject: Request Titled: "{$Ticket->Subject}" is ready to begin QA Testing > > > ---------------------------------------------------------------------------- > TICKET INFORMATION: > Queue : {$Ticket->QueueObj->Name} > Number : {$Ticket->Id} > Subject: {$Ticket->Subject} > > ---------------------------------------------------------------------------- > Priority is: {$Ticket->Priority} > Requestor : {$Ticket->Requestors->UserMembersObj->First->Name} > Created by: {$Ticket->CreatorObj->Name} > Created on: {substr($Ticket->Created, 0, 10)} > Owned by: {$Ticket->OwnerObj->Name} > Development Started on: {substr($Ticket->Started, 0, 10)} > > ---------------------------------------------------------------------------- > To indicate your approval of the QA test results, merely > "Reply" (only) to this email with your comments: > > > Thank you, > {$Ticket->QueueObj->CorrespondAddress()} > > We like to include a lot of Ticket data in our emails to the recipients. > All of out templates are custom. > > Hope this helps. > > Kenn > LBNL > > > On Fri, Feb 11, 2011 at 8:00 AM, Vikas Srivastava < > vikas.k.srivastava at gmail.com> wrote: > >> Hi All , >> >> Could you please help me in creating a scrip that sends emails to email addresses noted in custom field values . >> >> >> So say in CF1 i have johndoe at abc.com >> And in CF2 i have mjames at abc.com . >> >> >> Upon case closure I would like to emails (different content) to be sent to the above to CFs . >> >> >> Any help would be much appreciated . >> >> >> Regards >> >> Vikas >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Daniel.Schwager at dtnet.de Sat Feb 12 05:18:35 2011 From: Daniel.Schwager at dtnet.de (Daniel Schwager) Date: Sat, 12 Feb 2011 11:18:35 +0100 Subject: [rt-users] dumpfile-to-rt-3.0 failed (2.0.14 - 3.8.8) Message-ID: Dear list members, we would like to convert our 9 year old rt2 (2.0.14 from 02/2002) to the current rt3 3.8.8. Therefore, - I downloaded your migration tool from https://github.com/bestpractical/rt2-to-rt3 and - created a dump directory using rt-2.0-to-dumpfile and - tried to import the dump using dumpfile-to-rt-3.0 to the new RT3 mysql-db but I get the following errors ... [Fri Feb 11 23:14:14 2011] [warning]: Use of uninitialized value in string eq at /usr/bin/dumpfile-to-rt-3.0 line 891. (/usr/bin/dumpfile-to-rt-3.0:891) [Fri Feb 11 23:14:14 2011] [warning]: Use of uninitialized value in length at /opt/rt3/lib/RT/Record.pm line 753. (/opt/rt3/lib/RT/Record.pm:753) [Fri Feb 11 23:14:14 2011] [warning]: Use of uninitialized value in string eq at /usr/bin/dumpfile-to-rt-3.0 line 970. (/usr/bin/dumpfile-to-rt-3.0:970) aattta[Fri Feb 11 23:14:14 2011] [warning]: Use of uninitialized value in string eq at /usr/bin/dumpfile-to-rt-3.0 line 891. (/usr/bin/dumpfile-to-rt-3.0:891) [Fri Feb 11 23:14:14 2011] [warning]: Use of uninitialized value in length at /opt/rt3/lib/RT/Record.pm line 753. (/opt/rt3/lib/RT/Record.pm:753) Importing links l[Fri Feb 11 23:14:27 2011] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/bin/dumpfile-to-rt-3.0 line 434. (/usr/bin/dumpfile-to-rt-3.\ 0:434) [Fri Feb 11 23:14:27 2011] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/bin/dumpfile-to-rt-3.0 line 440. (/usr/bin/dumpfile-to-rt-3.0\ :440) .. Could not create scrip: On Correspond Notify Requestors And Ccs with template Correspondence_ DT N_deutsch in queue #5 - may be due to a non-standard template, condition or action Could not create scrip: On Comment Notify Owner As Comment with template Admin Comment_ DT N_deutsch in queue #5 - may be due to a non-standard template, condition or action .. So, only the tickets NOT assigned to any queue where merged. All ticked assigned to a queue are missing. Could somebody help me to track down this slight migration problem ? Kind regards Danny From Daniel.Schwager at dtnet.de Sat Feb 12 05:34:52 2011 From: Daniel.Schwager at dtnet.de (Daniel Schwager) Date: Sat, 12 Feb 2011 11:34:52 +0100 Subject: [rt-users] dumpfile-to-rt-3.0 failed (2.0.14 - 3.8.8) References: Message-ID: > - I downloaded your migration tool from https://github.com/bestpractical/rt2-to-rt3 and > - created a dump directory using rt-2.0-to-dumpfile and > - tried to import the dump using dumpfile-to-rt-3.0 to the new RT3 mysql-db but > I get the following errors ... ... > So, only the tickets NOT assigned to any queue where merged. All ticked > assigned to a queue are missing. Small correction - it seems that all the tickets are imported Are the errors/warning a problem ? May the import was not done 100% ? Kind regards Danny From tapio.tirkkola at csolutor.fi Sat Feb 12 16:35:43 2011 From: tapio.tirkkola at csolutor.fi (Tapio Tirkkola) Date: Sat, 12 Feb 2011 23:35:43 +0200 Subject: [rt-users] make fixdeps unable to fix DBD::Oracle ...MISSING. Fails with ORA-24327 Message-ID: <8A9970C007432E409C732F2236D49EAF3E9343@s11.CSolutor.fi> Hi all As a background, I'm quite familiar with Oracle and mostly know my way with Linux, too, but I've no experience on PERL nor RT before. What I'm trying to do is install RT 3.8.8 on Oracle Linux 5.5 and configure it to use an existing remote Oracle 10g database. I've used this installation document http://requesttracker.wikia.com/wiki/CentOS5InstallPlusSome as my guideline, with minor differences in versions etc, and the biggest difference probably is trying to use Oracle DB instead of MySQL, as that's my and the company's clear preference. README.Oracle says "You don't need to create anything beforehead." It seems to be partly true as there should be nothing that needs to be created in the database before installing RT. But for using remote database it seems that Oracle client setup needs to be done on the RT host. Unfortunately I haven't found instructions for that, so I've been trying to figure out the steps myself. So far I've tried several Oracle client configurations. Each time I've prepared the environment so that I could successfully tnsping the target database and connect using sqlplus. However, no success with make fixdeps yet: - First tried a light Oracle client version, Oracle Instant Client v10.1 and 11.2 (11g chosen because it installs more cleanly on Oracle Linux 5.5). Failed with missing .mk files. - Then I tried with normal Oracle Client 11.2 with same problem. - Then I figured out from the error messages that more Oracle SW is needed and found out that to get suitable .mk files installes I must install either whole Oracle database locally or install Oracle demo stuff. - So I installed Oracle DB demo stuff in the Instant Client home first. The .mk problem disappeared, but still it didn't look good because of several errors. - I decided to try the same with standard Oracle 11.2 client home. Again, .mk problem disappeared, but still make fixdeps is unable to connect to the target Oracle database. This time the output starting from the error is as follows: === ... t/10general.t ........... Bailout called. Further testing stopped: Unable to connect to Oracle (ORA-24327: need explicit attach before authenticating a user (DBD ERROR: OCISessionBegin)) DBI connect('','scott/tiger',...) failed: ORA-24327: need explicit attach before authenticating a user (DBD ERROR: OCISessionBegin) at t/10general.t line 22 FAILED--Further testing stopped: Unable to connect to Oracle (ORA-24327: need explicit attach before authenticating a user (DBD ERROR: OCISessionBegin)) make[1]: *** [test_dynamic] Error 255 make[1]: Leaving directory `/root/.cpan/build/DBD-Oracle-1.27-5tgtqm' PYTHIAN/DBD-Oracle-1.27.tar.gz /usr/bin/make test -- NOT OK //hint// to see the cpan-testers results for installing this module, try: reports PYTHIAN/DBD-Oracle-1.27.tar.gz Running make install make test had returned bad status, won't install without force SMTP dependencies: Net::SMTP ...found STANDALONE dependencies: Net::Server ...found HTTP::Server::Simple >= 0.34 ...found HTTP::Server::Simple::Mason >= 0.09 ...found SOME DEPENDENCIES WERE MISSING. ORACLE missing dependencies: DBD::Oracle ...MISSING Can't locate DBD/Oracle.pm in @INC (@INC contains: /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 /opt/rt3/rt-3.8.8) make: *** [fixdeps] Error 1 === 1. Any suggestions what to try next? There's a hint above that I don't know how to apply. I probably should know some PERL basics. 2. There's probably a way to install DBD::Oracle manually somehow. Could it solve my problem? Can anyone assist / provide steps required to do it? 3. Btw, I've executed these installation steps (and basically all setup tasks before except Oracle client installation) as root in /etc/rt3/rt-3.8.8: ./configure make testdeps PERL_MM_USE_DEFAULT=1 make fixdeps Is it ok or does it cause problems? Should I create some other account and use it? Regards, Tapio Tirkkola tapio.tirkkola at csolutor.fi -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Sun Feb 13 17:12:47 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 14 Feb 2011 01:12:47 +0300 Subject: [rt-users] make fixdeps unable to fix DBD::Oracle ...MISSING. Fails with ORA-24327 In-Reply-To: <8A9970C007432E409C732F2236D49EAF3E9343@s11.CSolutor.fi> References: <8A9970C007432E409C732F2236D49EAF3E9343@s11.CSolutor.fi> Message-ID: Hello, make fixdeps can not install all modules in some case, but at least tries. You should install DBD::Oracle module yourself. It has quite good README/INSTALL file that describe process in details. Download it from the CPAN. Also, check system's packages. It's possible that there is a package already. On Sun, Feb 13, 2011 at 12:35 AM, Tapio Tirkkola wrote: > Hi all > > > > As a background, I?m quite familiar with Oracle and mostly know my way with > Linux, too, but I?ve no experience on PERL nor RT before. > > > > What I?m trying to do is install RT 3.8.8 on Oracle Linux 5.5 and configure > it to use an existing remote Oracle 10g database. I?ve used this > installation document > http://requesttracker.wikia.com/wiki/CentOS5InstallPlusSome as my guideline, > with minor differences in versions etc, and the biggest difference probably > is trying to use Oracle DB instead of MySQL, as that?s my and the company?s > clear preference. > > > > README.Oracle says ?You don't need to create anything beforehead.? It seems > to be partly true as there should be nothing that needs to be created in the > database before installing RT. But for using remote database it seems that > Oracle client setup needs to be done on the RT host. Unfortunately I haven?t > found instructions for that, so I?ve been trying to figure out the steps > myself. > > > > So far I?ve tried several Oracle client configurations. Each time I?ve > prepared the environment so that I could successfully tnsping the target > database and connect using sqlplus. However, no success with make fixdeps > yet: > > - First tried a light Oracle client version, Oracle Instant Client v10.1 and > 11.2 (11g chosen because it installs more cleanly on Oracle Linux 5.5). > Failed with missing .mk files. > > - Then I tried with normal Oracle Client 11.2 with same problem. > > - Then I figured out from the error messages that more Oracle SW is needed > and found out that to get suitable .mk files installes I must install either > whole Oracle database locally or install Oracle demo stuff. > > - So I installed Oracle DB demo stuff in the Instant Client home first. The > .mk problem disappeared, but still it didn?t look good because of several > errors. > > - I decided to try the same with standard Oracle 11.2 client home. Again, > .mk problem disappeared, but still make fixdeps is unable to connect to the > target Oracle database. This time the output starting from the error is as > follows: > > > > === > > ? > > t/10general.t ........... Bailout called.? Further testing stopped:? Unable > to connect to Oracle (ORA-24327: need explicit attach before authenticating > a user (DBD ERROR: OCISessionBegin)) > > DBI connect('','scott/tiger',...) failed: ORA-24327: need explicit attach > before authenticating a user (DBD ERROR: OCISessionBegin) at t/10general.t > line 22 > > FAILED--Further testing stopped: Unable to connect to Oracle (ORA-24327: > need explicit attach before authenticating a user (DBD ERROR: > OCISessionBegin)) > > make[1]: *** [test_dynamic] Error 255 > > make[1]: Leaving directory `/root/.cpan/build/DBD-Oracle-1.27-5tgtqm' > > ? PYTHIAN/DBD-Oracle-1.27.tar.gz > > ? /usr/bin/make test -- NOT OK > > //hint// to see the cpan-testers results for installing this module, try: > > ? reports PYTHIAN/DBD-Oracle-1.27.tar.gz > > Running make install > > ? make test had returned bad status, won't install without force > > SMTP dependencies: > > ??????? Net::SMTP ...found > > STANDALONE dependencies: > > ??????? Net::Server ...found > > ??????? HTTP::Server::Simple >= 0.34 ...found > > ??????? HTTP::Server::Simple::Mason >= 0.09 ...found > > > > SOME DEPENDENCIES WERE MISSING. > > ORACLE missing dependencies: > > ??????? DBD::Oracle ...MISSING > > ??????????????? Can't locate DBD/Oracle.pm in @INC (@INC contains: > /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl > /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl > /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 > /opt/rt3/rt-3.8.8) > > make: *** [fixdeps] Error 1 > > === > > > > 1. > > Any suggestions what to try next? > > There?s a hint above that I don?t know how to apply. I probably should know > some PERL basics. > > > > 2. > > There?s probably a way to install DBD::Oracle manually somehow. Could it > solve my problem? Can anyone assist / provide steps required to do it? > > > > 3. > > Btw, I?ve executed these installation steps (and basically all setup tasks > before except Oracle client installation) as root in /etc/rt3/rt-3.8.8: > > > > ./configure > > make testdeps > > PERL_MM_USE_DEFAULT=1 make fixdeps > > > > Is it ok or does it cause problems? Should I create some other account and > use it? > > > > Regards, Tapio Tirkkola > > tapio.tirkkola at csolutor.fi -- Best regards, Ruslan. From sandeep.nadkarni at gmail.com Mon Feb 14 00:17:43 2011 From: sandeep.nadkarni at gmail.com (Sandeep) Date: Mon, 14 Feb 2011 10:47:43 +0530 Subject: [rt-users] RT-Users Digest, Vol 83, Issue 40 In-Reply-To: References: Message-ID: On Fri, Feb 11, 2011 at 10:30 PM, wrote: > Send RT-Users mailing list submissions to > rt-users at lists.bestpractical.com > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > or, via email, send a message with subject or body 'help' to > rt-users-request at lists.bestpractical.com > > You can reach the person managing the list at > rt-users-owner at lists.bestpractical.com > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of RT-Users digest..." > > > Today's Topics: > > 1. Re: Unable to create ticket using self service portal > (Kenneth Crocker) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Fri, 11 Feb 2011 08:58:59 -0800 > From: Kenneth Crocker > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Unable to create ticket using self service > portal > Message-ID: > > Content-Type: text/plain; charset="iso-8859-1" > > Sandeep, > > You mention some permissions, but don't distinguish if they are Global or > Queue level. It could be the Queue allows it but the Global doesn't. Also, > if permissions are given via group an unprivileged user will not be able to > use those rights as an unprivileged user cannot be in a group. > > Kenn > LBNL > These are Global, on queue similar rights there for Everyone. When user tries to create ticket it displays following error. Sandeep On Thu, Feb 10, 2011 at 9:04 PM, Sandeep wrote: > > Hi, > > > > I am using RT 3.8.7 on Centos 5.3. > > > > Authentication is through Active Directory. RT_Authen_external plugin is > > used. > > > > Authentication is working fine. When I try to create a ticket it says > > > > No permission to Display Ticket (No Detail) > > > > > > In RT_SiteConfig.pm > > > > require "/opt/rt3/local/plugins/RT- > > Authen-ExternalAuth/etc/RT_SiteConfig.pm"; > > Set($AutoCreate, {Privileged => 0}); > > > > Permissions are as follows > > > > Everyone : Create Ticket, comment on tickert, show queue, show ticket, > > > > Am I missing some thing. ? > > > > Thanks > > Sandeep > > > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: < > http://lists.bestpractical.com/pipermail/rt-users/attachments/20110211/42b3bbbb/attachment-0001.html > > > > ------------------------------ > > _______________________________________________ > RT-Users mailing list > RT-Users at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > End of RT-Users Digest, Vol 83, Issue 40 > **************************************** > -------------- next part -------------- An HTML attachment was scrubbed... URL: From vikas.k.srivastava at gmail.com Mon Feb 14 03:25:02 2011 From: vikas.k.srivastava at gmail.com (Vikas Srivastava) Date: Mon, 14 Feb 2011 00:25:02 -0800 Subject: [rt-users] Fwd: Sending Email to CustomField value In-Reply-To: References: Message-ID: Hi Kenn , Any pointers on the following please . Still struggling to get this working . Regards Vikas ---------- Forwarded message ---------- From: Vikas Srivastava Date: Fri, Feb 11, 2011 at 3:48 PM Subject: Re: [rt-users] Sending Email to CustomField value To: Kenneth Crocker Cc: rt-users at lists.bestpractical.com Hi Kenn , Thank you so much , but for some reasons I am not able to get it working . Here is what I did . Created A Template : ------------------------ Name : Send Email to Customer on Closure Description : Send Email to Customer on Closure Content: RT-Attach-Message: yes To: {$Ticket->FirstCustomFieldValue('Customer Email')} Subject: Request Titled: "{$Ticket->Subject}" Some Content here . Created A Scrip : ------------------------ Description : Email On closure Condition : On Resolve Action : User Defined Template : Send Email to Customer on Closure Stage : TransactionCreate Custom condition: return 1; Custom action preparation code:return 1; Custom action cleanup code:return 1; When I resolved the case no email is sent to the email address mentioned in the Custom field named "Customer Email" Appreciate your inputs . Regards Vikas On Fri, Feb 11, 2011 at 8:52 AM, Kenneth Crocker wrote: > Vikas, > > We do that thru the Template. Below is an example of what we do to send an > email to a person selected to be the QA tester/Approver of work before it is > migrated/resolved: > > RT-Attach-Message: yes > To: {$Ticket->FirstCustomFieldValue('QA Approver')} > Subject: Request Titled: "{$Ticket->Subject}" is ready to begin QA Testing > > > ---------------------------------------------------------------------------- > TICKET INFORMATION: > Queue : {$Ticket->QueueObj->Name} > Number : {$Ticket->Id} > Subject: {$Ticket->Subject} > > ---------------------------------------------------------------------------- > Priority is: {$Ticket->Priority} > Requestor : {$Ticket->Requestors->UserMembersObj->First->Name} > Created by: {$Ticket->CreatorObj->Name} > Created on: {substr($Ticket->Created, 0, 10)} > Owned by: {$Ticket->OwnerObj->Name} > Development Started on: {substr($Ticket->Started, 0, 10)} > > ---------------------------------------------------------------------------- > To indicate your approval of the QA test results, merely > "Reply" (only) to this email with your comments: > > > Thank you, > {$Ticket->QueueObj->CorrespondAddress()} > > We like to include a lot of Ticket data in our emails to the recipients. > All of out templates are custom. > > Hope this helps. > > Kenn > LBNL > > > On Fri, Feb 11, 2011 at 8:00 AM, Vikas Srivastava < > vikas.k.srivastava at gmail.com> wrote: > >> Hi All , >> >> >> Could you please help me in creating a scrip that sends emails to email addresses noted in custom field values . >> >> >> >> So say in CF1 i have johndoe at abc.com >> And in CF2 i have mjames at abc.com . >> >> >> >> Upon case closure I would like to emails (different content) to be sent to the above to CFs . >> >> >> >> Any help would be much appreciated . >> >> >> >> Regards >> >> Vikas >> >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From chris-barnes at tamu.edu Mon Feb 14 10:10:46 2011 From: chris-barnes at tamu.edu (Chris Barnes) Date: Mon, 14 Feb 2011 09:10:46 -0600 Subject: [rt-users] sub-queues? Message-ID: <4D5945F6.7020000@tamu.edu> Q1: can RT do "sub-queues"? Here's why I'm asking. One of the queues we use is called "Sysadmin" - for tasks which are System Administration in nature (as opposed to "helpdesk", "accounting", etc.) Within the category of Sysadmin, there are some tasks which are reoccuring and could use their own "sub-queue" - eg. adding/removing users (we're a university dept so every semester I have to add/remove some 60/75 students); documentation of the system (both FAQ for users as well as internal documentation). Q2: do sub-queues make sense? I am trying to be too fine here? Is this something other people have thought about? -- Chris Barnes AOL IM: CNBarnes chris-barnes at tamu.edu Yahoo IM: chrisnbarnes Computer Systems Manager MSN IM: chris at txbarnes.com Department of Physics ph: 979-845-1379 Texas A&M University fax: 979-845-2590 From falcone at bestpractical.com Mon Feb 14 10:48:11 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 14 Feb 2011 10:48:11 -0500 Subject: [rt-users] dumpfile-to-rt-3.0 failed (2.0.14 - 3.8.8) In-Reply-To: References: Message-ID: <20110214154811.GR70280@jibsheet.com> On Sat, Feb 12, 2011 at 11:34:52AM +0100, Daniel Schwager wrote: > > - I downloaded your migration tool from > https://github.com/bestpractical/rt2-to-rt3 and > > - created a dump directory using rt-2.0-to-dumpfile and > > - tried to import the dump using dumpfile-to-rt-3.0 to the new RT3 > mysql-db but > > I get the following errors ... > ... > > > So, only the tickets NOT assigned to any queue where merged. All > ticked > > assigned to a queue are missing. > > Small correction - it seems that all the tickets are imported > Are the errors/warning a problem ? May the import was not done 100% ? This reads like you had trouble rewriting your Links, often this is because your Organization is invalid or because you changed it from rt2 to rt3. The Scrip part is likely because you had custom templates that won't work on rt3 since the APIs changed and you'll need to recreate them. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From matthew.hattersley at vaioni.com Mon Feb 14 11:56:04 2011 From: matthew.hattersley at vaioni.com (Matthew Hattersley) Date: Mon, 14 Feb 2011 16:56:04 -0000 Subject: [rt-users] Reporting on response time Message-ID: <1E61B36701968147802416A3DC64E111DD2653@vglsrv02.vgl2.office.vaioni.com> We have a SLA measurement of an initial response to a ticket of 4 hours. >From what I can tell this would be the time difference between the created and started field. I'd like to be able to graph this directly to a dashboard. So show the number of tickets responded to within the 4 hour SLA and those out of SLA. I can't figure out however to create a saved search or chart that would show this. Anyone any ideas? Cheers Mat Kind Regards, Find Vaioni's latest Terms and Conditions & SLA docs http://www.vaioni.com/tcaupsla.html. http://www.vaioni.com/ http://www.convergencesummit.co.uk/Exhibitor_List_North.cfm#Exhibitor_285 http://www.cbawards.co.uk/Reader_Vote_3.cfm Matthew Hattersley Email: mailto:matthew.hattersley at vaioni.com Mobile: 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.convergencesummit.co.uk/Exhibitor_List_North.cfm#Exhibitor_285 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: 9303 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: image/gif Size: 8242 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 kfcrocker at lbl.gov Mon Feb 14 12:06:28 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 14 Feb 2011 09:06:28 -0800 Subject: [rt-users] Notify specific owner on Correspond In-Reply-To: <2130723991.1141060.1297459328656.JavaMail.root@mail3.4j.lane.edu> References: <2130723991.1141060.1297459328656.JavaMail.root@mail3.4j.lane.edu> Message-ID: Kurt, This (in Custom Condition) will ensure the code is triggered only on Correspondence: my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; my $ownerid = $ticket->Owner; return 0 unless ($trans->Type eq 'Correspond' && your owner comparison); Good luck. Kenn LBNL On Fri, Feb 11, 2011 at 1:22 PM, Kurt Engle wrote: > Kenn can you give me some pointers on how to do that? > > Thanks, > > Kurt > > ------------------------------ > *From: *"Kenneth Crocker" > *To: *rt-users at lists.bestpractical.com > *Sent: *Friday, February 11, 2011 12:05:37 PM > *Subject: *Re: [rt-users] Notify specific owner on Correspond > > > Kurt, > > I think you need to add a check for a "correspond" transaction to your > condition. > > Kenn > LBNL > > On Fri, Feb 11, 2011 at 11:37 AM, Kurt Engle wrote: > >> I have created a scrip that successfully notifies owners but now I need to >> be able to only run this scrip when a specific owner is listed on the >> ticket. I am guessing that I need a Custom Condition for this scrip. So far >> I have the following: >> >> Description: On Correspond notify specific owner >> Condition: User Defined >> Action: Notify Owner >> Template: Global template: Admin Correspondence >> Stage: Transaction Create >> >> Custom Condition: >> my $trans = $self->TransactionObj; >> my $ticket = $self->TicketObj; >> my $ownerid = $ticket->Owner; >> >> if ($ownerid = 34) { >> return 1; >> } >> else { >> return 0; >> } >> >> >> So far, this scrip does not discriminate based on the ticket owner. >> >> Thanks for your help >> -- >> Kurt Engle >> > > > > -- > -kurt > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Mon Feb 14 12:13:55 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 14 Feb 2011 09:13:55 -0800 Subject: [rt-users] RT-Users Digest, Vol 83, Issue 40 In-Reply-To: References: Message-ID: Sandeep, It looks like you're using ExternalAuth. We also do that. We use LDAP and in LDAP there is a setting: *Set($AutoCreateNonExternalUsers, 1);* Which allows those *not existing* as users to be added as new "Unprivileged" users and therefore gain those rights. Is there a setting like this for the ExternalAuth that you use? Kenn LBNL On Sun, Feb 13, 2011 at 9:17 PM, Sandeep wrote: > > > On Fri, Feb 11, 2011 at 10:30 PM, < > rt-users-request at lists.bestpractical.com> wrote: > >> Send RT-Users mailing list submissions to >> rt-users at lists.bestpractical.com >> >> To subscribe or unsubscribe via the World Wide Web, visit >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> or, via email, send a message with subject or body 'help' to >> rt-users-request at lists.bestpractical.com >> >> You can reach the person managing the list at >> rt-users-owner at lists.bestpractical.com >> >> When replying, please edit your Subject line so it is more specific >> than "Re: Contents of RT-Users digest..." >> >> >> Today's Topics: >> >> 1. Re: Unable to create ticket using self service portal >> (Kenneth Crocker) >> >> >> ---------------------------------------------------------------------- >> >> Message: 1 >> Date: Fri, 11 Feb 2011 08:58:59 -0800 >> From: Kenneth Crocker >> To: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Unable to create ticket using self service >> portal >> Message-ID: >> >> Content-Type: text/plain; charset="iso-8859-1" >> >> Sandeep, >> >> You mention some permissions, but don't distinguish if they are Global or >> Queue level. It could be the Queue allows it but the Global doesn't. Also, >> if permissions are given via group an unprivileged user will not be able >> to >> use those rights as an unprivileged user cannot be in a group. >> >> Kenn >> LBNL >> > > > These are Global, on queue similar rights there for Everyone. > > When user tries to create ticket it displays following error. > > Sandeep > > On Thu, Feb 10, 2011 at 9:04 PM, Sandeep >> wrote: >> > Hi, >> > >> > I am using RT 3.8.7 on Centos 5.3. >> > >> > Authentication is through Active Directory. RT_Authen_external plugin is >> > used. >> > >> > Authentication is working fine. When I try to create a ticket it says >> > >> > No permission to Display Ticket (No Detail) >> > >> > >> > In RT_SiteConfig.pm >> > >> > require "/opt/rt3/local/plugins/RT- >> > Authen-ExternalAuth/etc/RT_SiteConfig.pm"; >> > Set($AutoCreate, {Privileged => 0}); >> > >> > Permissions are as follows >> > >> > Everyone : Create Ticket, comment on tickert, show queue, show ticket, >> > >> > Am I missing some thing. ? >> > >> > Thanks >> > Sandeep >> > >> -------------- next part -------------- >> An HTML attachment was scrubbed... >> URL: < >> http://lists.bestpractical.com/pipermail/rt-users/attachments/20110211/42b3bbbb/attachment-0001.html >> > >> >> ------------------------------ >> >> _______________________________________________ >> RT-Users mailing list >> RT-Users at lists.bestpractical.com >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> >> End of RT-Users Digest, Vol 83, Issue 40 >> **************************************** >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Mon Feb 14 12:23:01 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 14 Feb 2011 09:23:01 -0800 Subject: [rt-users] Fwd: Sending Email to CustomField value In-Reply-To: References: Message-ID: Vikas, RT provides some basic Conditions and actions. You've put code in for a Custom Condition, yet you specifiy the *basic* "On Resolve". That's redundant. Get ride of the Custom COndition Code. However, that isn'tr the reason it doesn't work. You specified "User-Defined" for your Action and I use "Notify Others". Try that and get ride of all that Custom Code. Kenn LBNL On Mon, Feb 14, 2011 at 12:25 AM, Vikas Srivastava < vikas.k.srivastava at gmail.com> wrote: > Hi Kenn , > > Any pointers on the following please . Still struggling to get this working > . > > Regards > > Vikas > > > ---------- Forwarded message ---------- > From: Vikas Srivastava > Date: Fri, Feb 11, 2011 at 3:48 PM > Subject: Re: [rt-users] Sending Email to CustomField value > To: Kenneth Crocker > Cc: rt-users at lists.bestpractical.com > > > > Hi Kenn , > > Thank you so much , but for some reasons I am not able to get it working . > > Here is what I did . > > Created A Template : > ------------------------ > > Name : Send Email to Customer on Closure > Description : Send Email to Customer on Closure > Content: > > RT-Attach-Message: yes > To: {$Ticket->FirstCustomFieldValue('Customer Email')} > > Subject: Request Titled: "{$Ticket->Subject}" > > Some Content here . > > > Created A Scrip : > ------------------------ > > Description : Email On closure > Condition : On Resolve > Action : User Defined > Template : Send Email to Customer on Closure > Stage : TransactionCreate > > Custom condition: return 1; > Custom action preparation code:return 1; > Custom action cleanup code:return 1; > > > > When I resolved the case no email is sent to the email address mentioned in > the Custom field named "Customer Email" > > Appreciate your inputs . > > Regards > > Vikas > > > > On Fri, Feb 11, 2011 at 8:52 AM, Kenneth Crocker wrote: > >> Vikas, >> >> We do that thru the Template. Below is an example of what we do to send an >> email to a person selected to be the QA tester/Approver of work before it is >> migrated/resolved: >> >> RT-Attach-Message: yes >> To: {$Ticket->FirstCustomFieldValue('QA Approver')} >> Subject: Request Titled: "{$Ticket->Subject}" is ready to begin QA Testing >> >> >> ---------------------------------------------------------------------------- >> TICKET INFORMATION: >> Queue : {$Ticket->QueueObj->Name} >> Number : {$Ticket->Id} >> Subject: {$Ticket->Subject} >> >> ---------------------------------------------------------------------------- >> Priority is: {$Ticket->Priority} >> Requestor : {$Ticket->Requestors->UserMembersObj->First->Name} >> Created by: {$Ticket->CreatorObj->Name} >> Created on: {substr($Ticket->Created, 0, 10)} >> Owned by: {$Ticket->OwnerObj->Name} >> Development Started on: {substr($Ticket->Started, 0, 10)} >> >> ---------------------------------------------------------------------------- >> To indicate your approval of the QA test results, merely >> "Reply" (only) to this email with your comments: >> >> >> Thank you, >> {$Ticket->QueueObj->CorrespondAddress()} >> >> We like to include a lot of Ticket data in our emails to the recipients. >> All of out templates are custom. >> >> Hope this helps. >> >> Kenn >> LBNL >> >> >> On Fri, Feb 11, 2011 at 8:00 AM, Vikas Srivastava < >> vikas.k.srivastava at gmail.com> wrote: >> >>> Hi All , >>> >>> >>> >>> Could you please help me in creating a scrip that sends emails to email addresses noted in custom field values . >>> >>> >>> >>> >>> So say in CF1 i have johndoe at abc.com >>> And in CF2 i have mjames at abc.com . >>> >>> >>> >>> >>> Upon case closure I would like to emails (different content) to be sent to the above to CFs . >>> >>> >>> >>> >>> Any help would be much appreciated . >>> >>> >>> >>> >>> Regards >>> >>> Vikas >>> >>> >>> >>> >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Mon Feb 14 12:29:22 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Mon, 14 Feb 2011 09:29:22 -0800 Subject: [rt-users] sub-queues? In-Reply-To: <4D5945F6.7020000@tamu.edu> References: <4D5945F6.7020000@tamu.edu> Message-ID: Chris, You could create a Custom Field called "Work-Category" for your SysAdmin Queue and then create a Queue to handle the tickets for each specific value or set of values in that CF. Then you will need to write a scrip for your "SysAdmin" Queue to evaluate that CF and based on specific values, move the ticket to that corresponding Queue. That's the best advice I can offer. Kenn LBNL On Mon, Feb 14, 2011 at 7:10 AM, Chris Barnes wrote: > Q1: can RT do "sub-queues"? > > Here's why I'm asking. > One of the queues we use is called "Sysadmin" - for tasks which are System > Administration in nature (as opposed to "helpdesk", "accounting", etc.) > > Within the category of Sysadmin, there are some tasks which are reoccuring > and could use their own "sub-queue" - eg. adding/removing users (we're a > university dept so every semester I have to add/remove some 60/75 students); > documentation of the system (both FAQ for users as well as internal > documentation). > > > Q2: do sub-queues make sense? > I am trying to be too fine here? Is this something other people have > thought about? > > > -- > Chris Barnes AOL IM: CNBarnes > chris-barnes at tamu.edu Yahoo IM: chrisnbarnes > Computer Systems Manager MSN IM: chris at txbarnes.com > Department of Physics ph: 979-845-1379 > Texas A&M University fax: 979-845-2590 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mmcgrath at carthage.edu Mon Feb 14 14:39:51 2011 From: mmcgrath at carthage.edu (Max McGrath) Date: Mon, 14 Feb 2011 13:39:51 -0600 Subject: [rt-users] Tracking how tickets are created Message-ID: Hello - We are using RT 3.8.8 on Ubuntu 10.04. We are looking for a simple way to track how our tickets are being created. Right now tickets get created in any number of way: - User e-mails problem directly to RT - User calls the Help Desk and we enter a ticket on their behalf - User uses RT web interface to create ticket themselves We would like to be able to easily track that and look at the end of the month and say "Oh, 300 tickets were created through the web interface, but only 100 were done via e-mail". Does anybody have any strategies for this? Thanks! -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgrath at carthage.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Mon Feb 14 15:16:08 2011 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 14 Feb 2011 21:16:08 +0100 Subject: [rt-users] Tracking how tickets are created In-Reply-To: References: Message-ID: <20110214201608.GF2064@easter-eggs.com> On Mon, Feb 14, 2011 at 01:39:51PM -0600, Max McGrath wrote: > Hello - > > We are using RT 3.8.8 on Ubuntu 10.04. > > We are looking for a simple way to track how our tickets are being created. > Right now tickets get created in any number of way: > > - User e-mails problem directly to RT > - User calls the Help Desk and we enter a ticket on their behalf > - User uses RT web interface to create ticket themselves > > > We would like to be able to easily track that and look at the end of the > month and say "Oh, 300 tickets were created through the web interface, but > only 100 were done via e-mail". > > Does anybody have any strategies for this? > Setup a ticket customfield "Origin" for this, fill it automatically with a custom scrip. Then you can do charts on this customfield. The scrip (untested): Condition: On Create Action: User Defined Template: blank Action commit code: if ( $self->TransactionObj->Message->First && $self->TransactionObj->Message->First->GetHeader('Received') ) { $self->TicketObj->AddCustomFieldValue( Field => 'Origin', Value => 'Mail' ); } else { if ( $self->TransactionObj->CreatorObj->Privileged ) { $self->TicketObj->AddCustomFieldValue( Field => 'Origin', Value => 'Helpdesk' ); } else { $self->TicketObj->AddCustomFieldValue( Field => 'Origin', Value => 'Self' ); } } From jfearn at redhat.com Mon Feb 14 17:12:37 2011 From: jfearn at redhat.com (Jeff Fearn) Date: Tue, 15 Feb 2011 08:12:37 +1000 Subject: [rt-users] Tracking how tickets are created In-Reply-To: References: Message-ID: <1297721557.28791.3.camel@cranium.bne.redhat.com> On Mon, 2011-02-14 at 13:39 -0600, Max McGrath wrote: > Hello - > > > We are using RT 3.8.8 on Ubuntu 10.04. > > > We are looking for a simple way to track how our tickets are being > created. Right now tickets get created in any number of way: > * User e-mails problem directly to RT > * User calls the Help Desk and we enter a ticket on their behalf > * User uses RT web interface to create ticket themselves > > > We would like to be able to easily track that and look at the end of > the month and say "Oh, 300 tickets were created through the web > interface, but only 100 were done via e-mail". > > > Does anybody have any strategies for this? > > > Thanks! > Tickets created from the web interface won't have most of the headers that an email will. (To, From, Received, etc.) Checking this way allows you to do historical metrics as well. Cheers, Jeff. From engle at 4j.lane.edu Mon Feb 14 18:05:25 2011 From: engle at 4j.lane.edu (Kurt Engle) Date: Mon, 14 Feb 2011 15:05:25 -0800 (PST) Subject: [rt-users] Notify specific owner on Correspond In-Reply-To: Message-ID: <1100725247.1194674.1297724725648.JavaMail.root@mail3.4j.lane.edu> Bingo. That took care of it. Thanks for the code. Kurt From: "Kenneth Crocker" To: rt-users at lists.bestpractical.com Sent: Monday, February 14, 2011 9:06:28 AM Subject: Re: [rt-users] Notify specific owner on Correspond Kurt, This (in Custom Condition) will ensure the code is triggered only on Correspondence: my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; my $ownerid = $ticket->Owner; return 0 unless ($trans->Type eq 'Correspond' && your owner comparison); Good luck. Kenn LBNL On Fri, Feb 11, 2011 at 1:22 PM, Kurt Engle < engle at 4j.lane.edu > wrote: Kenn can you give me some pointers on how to do that? Thanks, Kurt From: "Kenneth Crocker" < kfcrocker at lbl.gov > To: rt-users at lists.bestpractical.com Sent: Friday, February 11, 2011 12:05:37 PM Subject: Re: [rt-users] Notify specific owner on Correspond Kurt, I think you need to add a check for a "correspond" transaction to your condition. Kenn LBNL On Fri, Feb 11, 2011 at 11:37 AM, Kurt Engle < engle at 4j.lane.edu > wrote: I have created a scrip that successfully notifies owners but now I need to be able to only run this scrip when a specific owner is listed on the ticket. I am guessing that I need a Custom Condition for this scrip. So far I have the following: Description: On Correspond notify specific owner Condition: User Defined Action: Notify Owner Template: Global template: Admin Correspondence Stage: Transaction Create Custom Condition: my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; my $ownerid = $ticket->Owner; if ($ownerid = 34) { return 1; } else { return 0; } So far, this scrip does not discriminate based on the ticket owner. Thanks for your help -- Kurt Engle -- -kurt -- -kurt -------------- next part -------------- An HTML attachment was scrubbed... URL: From simon.gao at schrodinger.com Mon Feb 14 20:07:08 2011 From: simon.gao at schrodinger.com (Simon Gao) Date: Mon, 14 Feb 2011 17:07:08 -0800 Subject: [rt-users] Adding email address to a user account Message-ID: Hi, While trying adding an email address to a user account, I got following error: User 23902: EmailAddress: Illegal value for EmailAddress The email field is currently blank. The email address is valid. How to fix this problem? Simon -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Tue Feb 15 02:09:05 2011 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 15 Feb 2011 08:09:05 +0100 Subject: [rt-users] Adding email address to a user account In-Reply-To: References: Message-ID: <20110215070905.GG2064@easter-eggs.com> On Mon, Feb 14, 2011 at 05:07:08PM -0800, Simon Gao wrote: > Hi, > > While trying adding an email address to a user account, I got following > error: > > User 23902: EmailAddress: Illegal value for EmailAddress > > The email field is currently blank. The email address is valid. > > How to fix this problem? > Search a user with this email, with "Search for disabled users" checbox enabled at the bottom of the search form, you will find a user in your DB which has already this email. From vikas.k.srivastava at gmail.com Tue Feb 15 07:02:42 2011 From: vikas.k.srivastava at gmail.com (Vikas Srivastava) Date: Tue, 15 Feb 2011 04:02:42 -0800 Subject: [rt-users] Fwd: Sending Email to CustomField value In-Reply-To: References: Message-ID: You are a genius !!! I changed it to "Notify Others" and works perfect as RT :) Thank you so much . Kind Regards Vikas Srivastava On Mon, Feb 14, 2011 at 9:23 AM, Kenneth Crocker wrote: > Vikas, > > RT provides some basic Conditions and actions. You've put code in for a > Custom Condition, yet you specifiy the *basic* "On Resolve". That's > redundant. Get ride of the Custom COndition Code. > > However, that isn'tr the reason it doesn't work. You specified > "User-Defined" for your Action and I use "Notify Others". Try that and get > ride of all that Custom Code. > > Kenn > LBNL > > > On Mon, Feb 14, 2011 at 12:25 AM, Vikas Srivastava < > vikas.k.srivastava at gmail.com> wrote: > >> Hi Kenn , >> >> Any pointers on the following please . Still struggling to get this >> working . >> >> Regards >> >> Vikas >> >> >> ---------- Forwarded message ---------- >> From: Vikas Srivastava >> Date: Fri, Feb 11, 2011 at 3:48 PM >> Subject: Re: [rt-users] Sending Email to CustomField value >> To: Kenneth Crocker >> Cc: rt-users at lists.bestpractical.com >> >> >> >> Hi Kenn , >> >> Thank you so much , but for some reasons I am not able to get it working . >> >> >> Here is what I did . >> >> Created A Template : >> ------------------------ >> >> Name : Send Email to Customer on Closure >> Description : Send Email to Customer on Closure >> Content: >> >> RT-Attach-Message: yes >> To: {$Ticket->FirstCustomFieldValue('Customer Email')} >> >> Subject: Request Titled: "{$Ticket->Subject}" >> >> Some Content here . >> >> >> Created A Scrip : >> ------------------------ >> >> Description : Email On closure >> Condition : On Resolve >> Action : User Defined >> Template : Send Email to Customer on Closure >> Stage : TransactionCreate >> >> Custom condition: return 1; >> Custom action preparation code:return 1; >> Custom action cleanup code:return 1; >> >> >> >> When I resolved the case no email is sent to the email address mentioned >> in the Custom field named "Customer Email" >> >> Appreciate your inputs . >> >> Regards >> >> Vikas >> >> >> >> On Fri, Feb 11, 2011 at 8:52 AM, Kenneth Crocker wrote: >> >>> Vikas, >>> >>> We do that thru the Template. Below is an example of what we do to send >>> an email to a person selected to be the QA tester/Approver of work before it >>> is migrated/resolved: >>> >>> RT-Attach-Message: yes >>> To: {$Ticket->FirstCustomFieldValue('QA Approver')} >>> Subject: Request Titled: "{$Ticket->Subject}" is ready to begin QA >>> Testing >>> >>> >>> ---------------------------------------------------------------------------- >>> TICKET INFORMATION: >>> Queue : {$Ticket->QueueObj->Name} >>> Number : {$Ticket->Id} >>> Subject: {$Ticket->Subject} >>> >>> ---------------------------------------------------------------------------- >>> Priority is: {$Ticket->Priority} >>> Requestor : {$Ticket->Requestors->UserMembersObj->First->Name} >>> Created by: {$Ticket->CreatorObj->Name} >>> Created on: {substr($Ticket->Created, 0, 10)} >>> Owned by: {$Ticket->OwnerObj->Name} >>> Development Started on: {substr($Ticket->Started, 0, 10)} >>> >>> ---------------------------------------------------------------------------- >>> To indicate your approval of the QA test results, merely >>> "Reply" (only) to this email with your comments: >>> >>> >>> Thank you, >>> {$Ticket->QueueObj->CorrespondAddress()} >>> >>> We like to include a lot of Ticket data in our emails to the recipients. >>> All of out templates are custom. >>> >>> Hope this helps. >>> >>> Kenn >>> LBNL >>> >>> >>> On Fri, Feb 11, 2011 at 8:00 AM, Vikas Srivastava < >>> vikas.k.srivastava at gmail.com> wrote: >>> >>>> Hi All , >>>> >>>> >>>> >>>> >>>> Could you please help me in creating a scrip that sends emails to email addresses noted in custom field values . >>>> >>>> >>>> >>>> >>>> >>>> So say in CF1 i have johndoe at abc.com >>>> And in CF2 i have mjames at abc.com . >>>> >>>> >>>> >>>> >>>> >>>> Upon case closure I would like to emails (different content) to be sent to the above to CFs . >>>> >>>> >>>> >>>> >>>> >>>> Any help would be much appreciated . >>>> >>>> >>>> >>>> >>>> >>>> Regards >>>> >>>> Vikas >>>> >>>> >>>> >>>> >>>> >>> >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From chris-barnes at tamu.edu Tue Feb 15 09:52:13 2011 From: chris-barnes at tamu.edu (Chris Barnes) Date: Tue, 15 Feb 2011 08:52:13 -0600 Subject: [rt-users] sub-queues? In-Reply-To: <1297770431.2803.27.camel@pc1109> References: <4D5945F6.7020000@tamu.edu> <1297770431.2803.27.camel@pc1109> Message-ID: <4D5A931D.2010407@tamu.edu> On 2/15/2011 5:47 AM, Alex Harrington wrote: > We went with having lots of specific queues initially (we're a large > secondary school in the UK with about 1500 users and 600 desktop PCs to > support) however over time we've settled on two queues. There's an > overhead in getting users to send jobs to the correct email address (and > hence the correct queue) and also an overhead in sorting tickets in to > queues yourself. > > Hope that helps Actually - it does. :-) I can see how "queue proliferation" can become burdensome. We have 8 queues (Accounting, AV, Hardware, Helpdesk, Software, SysAdmin, Unassigned, & Website (content)) - but will probably drop the Unassigned and have the Helpdesk queue be the default queue (the one that mailgate uses to dump tickets into RT). -- Chris Barnes AOL IM: CNBarnes chris-barnes at tamu.edu Yahoo IM: chrisnbarnes Computer Systems Manager MSN IM: chris at txbarnes.com Department of Physics ph: 979-845-1379 Texas A&M University fax: 979-845-2590 From chris-barnes at tamu.edu Tue Feb 15 11:13:20 2011 From: chris-barnes at tamu.edu (Chris Barnes) Date: Tue, 15 Feb 2011 10:13:20 -0600 Subject: [rt-users] stupid question Message-ID: <4D5AA620.5010907@tamu.edu> I'm wanting to get rid of one of the unneeded queues ("Unassigned") - but before I do that, I have to make sure that it isn't being used. Currently, any email that comes in via mailgate is being dumped into that queue. Where do I set which queue is being used? Note that my /etc/aliases is telling it to use 'Helpdesk' as the queue - but it seems that this is being ignored.... rt: "|/opt/rt3/bin/rt-mailgate --queue 'Helpdesk' --action correspond --url https://tasks.physics.tamu.edu" rt-comment: "|/opt/rt3/bin/rt-mailgate --queue 'Helpdesk' --action comment --url https://tasks.physics.tamu.edu" -- Chris Barnes AOL IM: CNBarnes chris-barnes at tamu.edu Yahoo IM: chrisnbarnes Computer Systems Manager MSN IM: chris at txbarnes.com Department of Physics ph: 979-845-1379 Texas A&M University fax: 979-845-2590 From markl at intellifuel.com Tue Feb 15 12:03:27 2011 From: markl at intellifuel.com (Mark Lewis) Date: Tue, 15 Feb 2011 12:03:27 -0500 Subject: [rt-users] Making New RT Install accessible from example.com/rt when example.com/ hosts another website Message-ID: <9E64CB0414D1184D80D623027AEE662513997EC905@IFEXCHANGE.intellifuel.local> I have been attempting to get RT installed and working to demo here at work. It looks like a great program, and I thought that I understood what needs to be done in order to get it working. However, all of my attempts have failed. I?ve successfully installed the RT files and made it all the way through the install guide I found here: http://requesttracker.wikia.com/wiki/ManualInstallation Up to the RT_SiteConfig.pm part. Below is my RT_SiteConfig.pm file, the snippet from httpd.conf (I?ve tried so many different things I?m sure what is there now is just garbage, but I?m so aggravated I can?t go through that file right now) relevant to RT, and the perl.conf file that I really don?t know if it?s correct or not? RT was installed to: /var/www/htdocs/base/bin/rt/ The other website hosted here lives at: /var/www/htdocs/ I need RT accessible at: http://www.example.com/rt 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( $rtname, 'example.com'); #Set(@Plugins,(qw(Extension::QuickDelete RT::FM))); Set($DatabaseUser , 'root'); Set($DatabasePassword , ?password?); #$CorrespondAddress = 'RT::CorrespondAddress.not.set'; #$CommentAddress = 'RT::CommentAddress.not.set'; Set($MailCommand , 'sendmailpipe'); Set($SendmailArguments , "-oi -t"); Set($SendmailPath , "/usr/sbin/sendmail"); Set($UseFriendlyToLine , 0); Set($WebPath , "/base/bin/rt"); #Set($WebURL = '$WebBaseURL . $WebPath . "/"'); Set($Timezone , 'US/Eastern'); 1; Httpd.conf ServerAdmin user at domain.com DocumentRoot /var/www/htdocs/base ServerName www.example.net CustomLog /var/log/httpd/access_log combined Options Indexes FollowSymLinks Order allow,deny Allow from all Any help is greatly appreciated ? I?m not new to *nix, nor am I new to computers, but this one just has me dumbfounded. Thanks, I look forward to getting to use RT! Mark Lewis Intellifuel Systems, Inc. 1431 Chaffee Dr. Suite 6 | Titusville, FL 32780 office: 321-264-8707 x 241 | fax: 321-264-8709 markl at intellifuel.com [cid:image1931e7.JPG at 41086372.43982dc3] 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 received this communication in error, please contact the sender and delete the material as well as all copies. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image1931e7.JPG Type: image/jpeg Size: 11917 bytes Desc: image1931e7.JPG URL: From change+lists.rt at nightwind.net Tue Feb 15 13:27:05 2011 From: change+lists.rt at nightwind.net (Nick Kartsioukas) Date: Tue, 15 Feb 2011 10:27:05 -0800 Subject: [rt-users] Making New RT Install accessible from example.com/rt when example.com/ hosts another website In-Reply-To: <9E64CB0414D1184D80D623027AEE662513997EC905@IFEXCHANGE.intellifuel.local> References: <9E64CB0414D1184D80D623027AEE662513997EC905@IFEXCHANGE.intellifuel.local> Message-ID: <1297794425.1810.1420827843@webmail.messagingengine.com> On Tue, 15 Feb 2011 12:03 -0500, "Mark Lewis" wrote: > RT was installed to: /var/www/htdocs/base/bin/rt/ > The other website hosted here lives at: /var/www/htdocs/ > I need RT accessible at: http://www.example.com/rt In your RT_SiteConfig.pm: Set($WebPath, "/rt"); Set($WebBaseURL, "http://www.example.com"); In your Apache config, you wouldn't set up a new VirtualHost directive, you would put the RT config within the existing VirtualHost directive for example.com. Something like this (check your docs and other examples to confirm, this likely won't be 100% correct): ScriptAlias /rt /var/www/htdocs/base/bin/rt/bin/rt <- the actual rt perl executable From trs at bestpractical.com Tue Feb 15 13:37:55 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 15 Feb 2011 13:37:55 -0500 Subject: [rt-users] Making New RT Install accessible from example.com/rt when example.com/ hosts another website In-Reply-To: <1297794425.1810.1420827843@webmail.messagingengine.com> References: <9E64CB0414D1184D80D623027AEE662513997EC905@IFEXCHANGE.intellifuel.local> <1297794425.1810.1420827843@webmail.messagingengine.com> Message-ID: <4D5AC803.2010005@bestpractical.com> On 15 Feb 2011 13:27, Nick Kartsioukas wrote: > On Tue, 15 Feb 2011 12:03 -0500, "Mark Lewis" > wrote: >> RT was installed to: /var/www/htdocs/base/bin/rt/ >> The other website hosted here lives at: /var/www/htdocs/ >> I need RT accessible at: http://www.example.com/rt > > In your RT_SiteConfig.pm: > Set($WebPath, "/rt"); > Set($WebBaseURL, "http://www.example.com"); > > In your Apache config, you wouldn't set up a new VirtualHost directive, > you would put the RT config within the existing VirtualHost directive > for example.com. Something like this (check your docs and other > examples to confirm, this likely won't be 100% correct): > Options FollowSymLinks ExecCGI > AllowOverride None > > ScriptAlias /rt /var/www/htdocs/base/bin/rt/bin/rt <- the actual rt > perl executable The above line is most certainly incorrect. The bin/rt that ships with RT is the command-line utility, NOT the web interface handler. Thomas From markl at intellifuel.com Tue Feb 15 14:38:53 2011 From: markl at intellifuel.com (Mark Lewis) Date: Tue, 15 Feb 2011 14:38:53 -0500 Subject: [rt-users] Making New RT Install accessible from example.com/rt when example.com/ hosts another website In-Reply-To: <1297794425.1810.1420827843@webmail.messagingengine.com> References: <9E64CB0414D1184D80D623027AEE662513997EC905@IFEXCHANGE.intellifuel.local> <1297794425.1810.1420827843@webmail.messagingengine.com> Message-ID: <9E64CB0414D1184D80D623027AEE662513997EC913@IFEXCHANGE.intellifuel.local> Nick, Thanks for the reply. I'm closer! I now get 403 Forbidden when I go to www.example.com/rt instead of a 404. I corrected my RT_SiteConfig.pm file per your instruction, that makes sense to me now. I removed all the virtual host crap, and added: ------------------------------------------------ Options FollowSymLinks AllowOverride None ScriptAlias /rt /var/www/htdocs/base/bin/rt ------------------------------------------------ So, now its 403'ing. I will continue to tinker but if you see something noticeably off here, your input is MUCH appreciated!! Thanks again! -- Mark Lewis Intellifuel Systems, Inc. 1431 Chaffee Dr. Suite 6 | Titusville, FL 32780 office: 321-264-8707 x 241 | fax: 321-264-8709 markl at intellifuel.com 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 received this communication in error, please contact the sender and delete the material as well as all copies. -----Original Message----- From: Nick Kartsioukas [mailto:change+lists.rt at nightwind.net] Sent: Tuesday, February 15, 2011 1:27 PM To: Mark Lewis; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Making New RT Install accessible from example.com/rt when example.com/ hosts another website On Tue, 15 Feb 2011 12:03 -0500, "Mark Lewis" wrote: > RT was installed to: /var/www/htdocs/base/bin/rt/ > The other website hosted here lives at: /var/www/htdocs/ > I need RT accessible at: http://www.example.com/rt In your RT_SiteConfig.pm: Set($WebPath, "/rt"); Set($WebBaseURL, "http://www.example.com"); In your Apache config, you wouldn't set up a new VirtualHost directive, you would put the RT config within the existing VirtualHost directive for example.com. Something like this (check your docs and other examples to confirm, this likely won't be 100% correct): ScriptAlias /rt /var/www/htdocs/base/bin/rt/bin/rt <- the actual rt perl executable From markl at intellifuel.com Tue Feb 15 14:42:59 2011 From: markl at intellifuel.com (Mark Lewis) Date: Tue, 15 Feb 2011 14:42:59 -0500 Subject: [rt-users] Making New RT Install accessible from example.com/rt when example.com/ hosts another website In-Reply-To: <4D5AC803.2010005@bestpractical.com> References: <9E64CB0414D1184D80D623027AEE662513997EC905@IFEXCHANGE.intellifuel.local><1297794425.1810.1420827843@webmail.messagingengine.com> <4D5AC803.2010005@bestpractical.com> Message-ID: <9E64CB0414D1184D80D623027AEE662513997EC914@IFEXCHANGE.intellifuel.local> Thomas, Thanks for your reply! I changed it to /var/www/htdocs/base/bin/rt and left off the additional /bin/rt. Thanks again! -- Mark Lewis Intellifuel Systems, Inc. 1431 Chaffee Dr. Suite 6 | Titusville, FL 32780 office: 321-264-8707 x 241 | fax: 321-264-8709 markl at intellifuel.com 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 received this communication in error, please contact the sender and delete the material as well as all copies. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Tuesday, February 15, 2011 1:38 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Making New RT Install accessible from example.com/rt when example.com/ hosts another website On 15 Feb 2011 13:27, Nick Kartsioukas wrote: > On Tue, 15 Feb 2011 12:03 -0500, "Mark Lewis" > wrote: >> RT was installed to: /var/www/htdocs/base/bin/rt/ >> The other website hosted here lives at: /var/www/htdocs/ >> I need RT accessible at: http://www.example.com/rt > > In your RT_SiteConfig.pm: > Set($WebPath, "/rt"); > Set($WebBaseURL, "http://www.example.com"); > > In your Apache config, you wouldn't set up a new VirtualHost directive, > you would put the RT config within the existing VirtualHost directive > for example.com. Something like this (check your docs and other > examples to confirm, this likely won't be 100% correct): > Options FollowSymLinks ExecCGI > AllowOverride None > > ScriptAlias /rt /var/www/htdocs/base/bin/rt/bin/rt <- the actual rt > perl executable The above line is most certainly incorrect. The bin/rt that ships with RT is the command-line utility, NOT the web interface handler. Thomas From Sharon.Belliveau at frb.gov Tue Feb 15 14:47:31 2011 From: Sharon.Belliveau at frb.gov (Sharon.Belliveau at frb.gov) Date: Tue, 15 Feb 2011 14:47:31 -0500 Subject: [rt-users] Error when attempting to display My Rights Message-ID: <20110215194624.D9E602C4176@ibastion.frb.gov> We are running RT 3.8.8. From the web interface, under Preferences, users with rights to access RT see an option called 'My Rights' which has links for 'Queue Rights' and 'Ticket Custom Fields.' The error listed below displayed when either is selected: Can't call method "id" on an undefined value at [snip]..../rt3/bin/../local/lib/RTx/RightsMatrix.pm line 77. For super users, the web pages display properly, listing queue or custom fields rights. We tried giving privileged users ShowACL and ModifyACL rights- error still appears. Suggestions for resolving this error for other users or for removing the 'My Rights' option would be gratefully appreciated. Sharon Belliveau Federal Reserve Board From chris-barnes at tamu.edu Tue Feb 15 14:50:34 2011 From: chris-barnes at tamu.edu (Chris Barnes) Date: Tue, 15 Feb 2011 13:50:34 -0600 Subject: [rt-users] stupid question In-Reply-To: <4D5AA620.5010907@tamu.edu> References: <4D5AA620.5010907@tamu.edu> Message-ID: <4D5AD90A.1000202@tamu.edu> On 2/15/2011 10:13 AM, Chris Barnes wrote: > I'm wanting to get rid of one of the unneeded queues ("Unassigned") - > but before I do that, I have to make sure that it isn't being used. > Currently, any email that comes in via mailgate is being dumped into > that queue. > > Where do I set which queue is being used? > > Note that my /etc/aliases is telling it to use 'Helpdesk' as the queue - > but it seems that this is being ignored.... Answering my own question - thanks to Matt Hoover for getting me to look at the right thing. It turns out, we're not using the aliases file for mailgate - we're using a .procmail script (so that we can do some spam filtering prior to a ticket getting into RT). Changing the queue in the procmail script did what I wanted it to do. -- Chris Barnes AOL IM: CNBarnes chris-barnes at tamu.edu Yahoo IM: chrisnbarnes Computer Systems Manager MSN IM: chris at txbarnes.com Department of Physics ph: 979-845-1379 Texas A&M University fax: 979-845-2590 From markl at intellifuel.com Tue Feb 15 15:04:34 2011 From: markl at intellifuel.com (Mark Lewis) Date: Tue, 15 Feb 2011 15:04:34 -0500 Subject: [rt-users] Making New RT Install accessible from example.com/rt when example.com/ hosts another website In-Reply-To: <9E64CB0414D1184D80D623027AEE662513997EC913@IFEXCHANGE.intellifuel.local> References: <9E64CB0414D1184D80D623027AEE662513997EC905@IFEXCHANGE.intellifuel.local><1297794425.1810.1420827843@webmail.messagingengine.com> <9E64CB0414D1184D80D623027AEE662513997EC913@IFEXCHANGE.intellifuel.local> Message-ID: <9E64CB0414D1184D80D623027AEE662513997EC919@IFEXCHANGE.intellifuel.local> Maybe file permissions? Root seems to own everything in the RT directory, with different groups...is that how it's supposed to be? [root at host2011 bin]# pwd ; ls -lash | grep rt /var/www/htdocs/base/bin 4.0K drwxr-xr-x 9 apache apache 4.0K Feb 8 17:27 rt [root at host2011 rt]# pwd ; ls -lash /var/www/htdocs/base/bin/rt total 36K 4.0K drwxr-xr-x 9 apache apache 4.0K Feb 8 17:27 . 4.0K drwxrwx--- 24 apache apache 4.0K Feb 8 17:19 .. 4.0K drwxr-xr-x 2 root root 4.0K Feb 9 12:56 bin 4.0K drwxr-xr-x 2 root rt 4.0K Feb 9 12:56 etc 4.0K drwxr-xr-x 3 root bin 4.0K Feb 9 12:56 lib 4.0K drwxr-xr-x 7 root root 4.0K Feb 8 17:27 local 4.0K drwxr-xr-x 2 root root 4.0K Feb 9 12:56 sbin 4.0K drwxr-xr-x 5 root root 4.0K Feb 8 17:27 share 4.0K drwxr-xr-x 5 root root 4.0K Feb 8 17:27 var -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mark Lewis Sent: Tuesday, February 15, 2011 2:39 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Making New RT Install accessible from example.com/rt when example.com/ hosts another website Nick, Thanks for the reply. I'm closer! I now get 403 Forbidden when I go to www.example.com/rt instead of a 404. I corrected my RT_SiteConfig.pm file per your instruction, that makes sense to me now. I removed all the virtual host crap, and added: ------------------------------------------------ Options FollowSymLinks AllowOverride None ScriptAlias /rt /var/www/htdocs/base/bin/rt ------------------------------------------------ So, now its 403'ing. I will continue to tinker but if you see something noticeably off here, your input is MUCH appreciated!! Thanks again! -- Mark Lewis Intellifuel Systems, Inc. 1431 Chaffee Dr. Suite 6 | Titusville, FL 32780 office: 321-264-8707 x 241 | fax: 321-264-8709 markl at intellifuel.com 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 received this communication in error, please contact the sender and delete the material as well as all copies. -----Original Message----- From: Nick Kartsioukas [mailto:change+lists.rt at nightwind.net] Sent: Tuesday, February 15, 2011 1:27 PM To: Mark Lewis; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Making New RT Install accessible from example.com/rt when example.com/ hosts another website On Tue, 15 Feb 2011 12:03 -0500, "Mark Lewis" wrote: > RT was installed to: /var/www/htdocs/base/bin/rt/ > The other website hosted here lives at: /var/www/htdocs/ > I need RT accessible at: http://www.example.com/rt In your RT_SiteConfig.pm: Set($WebPath, "/rt"); Set($WebBaseURL, "http://www.example.com"); In your Apache config, you wouldn't set up a new VirtualHost directive, you would put the RT config within the existing VirtualHost directive for example.com. Something like this (check your docs and other examples to confirm, this likely won't be 100% correct): ScriptAlias /rt /var/www/htdocs/base/bin/rt/bin/rt <- the actual rt perl executable From falcone at bestpractical.com Tue Feb 15 15:09:05 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 15 Feb 2011 15:09:05 -0500 Subject: [rt-users] Error when attempting to display My Rights In-Reply-To: <20110215194624.D9E602C4176@ibastion.frb.gov> References: <20110215194624.D9E602C4176@ibastion.frb.gov> Message-ID: <20110215200905.GS70280@jibsheet.com> On Tue, Feb 15, 2011 at 02:47:31PM -0500, Sharon.Belliveau at frb.gov wrote: > > Can't call method "id" on an undefined value at > [snip]..../rt3/bin/../local/lib/RTx/RightsMatrix.pm line 77. > > Suggestions for resolving this error for other users or for removing the > 'My Rights' option would be gratefully appreciated. The error appears to come from your use of the RTx-RightsMatrix extension. This is provided by a third party, so I'm not sure what the right fix is (probably to guard the link with an ACL check to prevent non-superusers from getting to it). If you're not actively using the extension, you could remove it -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From trs at bestpractical.com Tue Feb 15 15:10:19 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Tue, 15 Feb 2011 15:10:19 -0500 Subject: [rt-users] Making New RT Install accessible from example.com/rt when example.com/ hosts another website In-Reply-To: <9E64CB0414D1184D80D623027AEE662513997EC913@IFEXCHANGE.intellifuel.local> References: <9E64CB0414D1184D80D623027AEE662513997EC905@IFEXCHANGE.intellifuel.local> <1297794425.1810.1420827843@webmail.messagingengine.com> <9E64CB0414D1184D80D623027AEE662513997EC913@IFEXCHANGE.intellifuel.local> Message-ID: <4D5ADDAB.5040906@bestpractical.com> On 15 Feb 2011 14:38, Mark Lewis wrote: > I removed all the virtual host crap, and added: > > ------------------------------------------------ > > Options FollowSymLinks > AllowOverride None > > > ScriptAlias /rt /var/www/htdocs/base/bin/rt > ------------------------------------------------ > > So, now its 403'ing. I will continue to tinker but if you see something noticeably off here, your input is MUCH appreciated!! RT's web handler is not the install directory. You want to remove what you added above and replace it with: # as RT is out of document root then we want alias # and should define directory access Alias /rt/ /opt/rt3/share/html/ Order allow,deny Allow from all PerlRequire /opt/rt3/bin/webmux.pl AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason Adjust paths accordingly for your install (i.e. /opt/rt3/ should be replaced by /var/www/htdocs/base/bin/rt/). Thomas From markl at intellifuel.com Tue Feb 15 15:16:10 2011 From: markl at intellifuel.com (Mark Lewis) Date: Tue, 15 Feb 2011 15:16:10 -0500 Subject: [rt-users] Making New RT Install accessible from example.com/rt when example.com/ hosts another website In-Reply-To: <4D5ADDAB.5040906@bestpractical.com> References: <9E64CB0414D1184D80D623027AEE662513997EC905@IFEXCHANGE.intellifuel.local> <1297794425.1810.1420827843@webmail.messagingengine.com><9E64CB0414D1184D80D623027AEE662513997EC913@IFEXCHANGE.intellifuel.local> <4D5ADDAB.5040906@bestpractical.com> Message-ID: <9E64CB0414D1184D80D623027AEE662513997EC91E@IFEXCHANGE.intellifuel.local> Thank you, Thomas. I now get a login page. I believe it's all working now, thanks everyone for the help. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Tuesday, February 15, 2011 3:10 PM To: RT Users Subject: Re: [rt-users] Making New RT Install accessible from example.com/rt when example.com/ hosts another website On 15 Feb 2011 14:38, Mark Lewis wrote: > I removed all the virtual host crap, and added: > > ------------------------------------------------ > > Options FollowSymLinks > AllowOverride None > > > ScriptAlias /rt /var/www/htdocs/base/bin/rt > ------------------------------------------------ > > So, now its 403'ing. I will continue to tinker but if you see something noticeably off here, your input is MUCH appreciated!! RT's web handler is not the install directory. You want to remove what you added above and replace it with: # as RT is out of document root then we want alias # and should define directory access Alias /rt/ /opt/rt3/share/html/ Order allow,deny Allow from all PerlRequire /opt/rt3/bin/webmux.pl AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason Adjust paths accordingly for your install (i.e. /opt/rt3/ should be replaced by /var/www/htdocs/base/bin/rt/). Thomas From Daniel.Schwager at dtnet.de Tue Feb 15 15:32:33 2011 From: Daniel.Schwager at dtnet.de (Daniel Schwager) Date: Tue, 15 Feb 2011 21:32:33 +0100 Subject: [rt-users] dumpfile-to-rt-3.0 failed (2.0.14 - 3.8.8) References: <20110214154811.GR70280@jibsheet.com> Message-ID: Hi, a) I started the import now by erasing the predefined database: /opt/rt3/sbin/rt-setup-database --action drop --dba root --dba-password xx /opt/rt3/sbin/rt-setup-database --action create --dba root --dba-password xx /opt/rt3/sbin/rt-setup-database --action schema --dba root --dba-password xx /opt/rt3/sbin/rt-setup-database --action acl --dba root --dba-password xx /opt/rt3/sbin/rt-setup-database --action coredata --dba root --dba-password xx This helps me to track down other issues e.g. the imported tickets has no assigned owner. May this could be a small note in your dumpfile-to-rt-3.0-README . b) Links > This reads like you had trouble rewriting your Links, often this is > because your Organization is invalid or because you changed it from > rt2 to rt3. OK - this is correct - we changed the name back to the old version, but warnings concerning the ticket import are still available. Any additional hints ? > Importing links > l[Tue Feb 15 20:12:28 2011] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/bin/dumpfile-to-rt-3.0 line 434. (/usr/bin/dumpfile-to-rt-3.0:434) > [Tue Feb 15 20:12:28 2011] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/bin/dumpfile-to-rt-3.0 line 440. (/usr/bin/dumpfile-to-rt-3.0:440) .. > Skipping link creation (21 4 MemberOf) because duplicate of 2 detected > Skipping link creation (30 30 MergedInto) because duplicate of 9 detected What are exactly the "Links" ? So, may they are not important for the migration ? c) Import of tickets Concerning the normal ticket import, I got this kind of warning for each ticket: t-35437: [Tue Feb 15 20:09:42 2011] [warning]: Use of uninitialized value in hash element at /usr/bin/dumpfile-to-rt-3.0 line 667. (/usr/bin/dumpfile-to-rt-3.0:667) line 667: $ticket->{'Owner'} = $user_map->{ $ticket->{'Owner'} }; wta[Tue Feb 15 20:09:42 2011] [warning]: Use of uninitialized value in string eq at /usr/bin/dumpfile-to-rt-3.0 line 891. (/usr/bin/dumpfile-to-rt-3.0:891) line: 891: if ( $content_type =~ qr{(text/|message/rfc822)}i ) [Tue Feb 15 20:09:42 2011] [warning]: Use of uninitialized value in length at /opt/rt3/lib/RT/Record.pm line 753. (/opt/rt3/lib/RT/Record.pm:753) line: 753 #if the attachment is larger than the maximum size if ( ($MaxSize) and ( $MaxSize < length($Body) ) ) { [Tue Feb 15 20:09:42 2011] [warning]: Use of uninitialized value in string eq at /usr/bin/dumpfile-to-rt-3.0 line 970. (/usr/bin/dumpfile-to-rt-3.0:970) aat line 970: if ($a->{ContentEncoding} eq 'base64' c) Scrips > The Scrip part is likely because you had custom templates that won't > work on rt3 since the APIs changed and you'll need to recreate them. Ok - np. Kind regards Danny From ggreene at minervanetworks.com Tue Feb 15 17:40:08 2011 From: ggreene at minervanetworks.com (Gary Greene) Date: Tue, 15 Feb 2011 14:40:08 -0800 Subject: [rt-users] Which template contains the sidebar links.... Message-ID: I'd like to add the two queues we have into the sidebar of the RT interface. I'm trying to find which files are used to build these out. Any pointers as to where to look for this would be useful. Thanks. -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Office: (408) 240-1239 From fireskyer at gmx.de Wed Feb 16 02:54:29 2011 From: fireskyer at gmx.de (john s.) Date: Tue, 15 Feb 2011 23:54:29 -0800 (PST) Subject: [rt-users] [solved]Request Tracker Doesn't work properly Web if Doesnt show all Elements In-Reply-To: <30901244.post@talk.nabble.com> References: <30843030.post@talk.nabble.com> <30901244.post@talk.nabble.com> Message-ID: <30936602.post@talk.nabble.com> john s. wrote: > > Here are my Configurations for other people: > > conf file in conf.d directory > > rtalias: > > Alias /rt "/opt/rt3/share/html" > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > > AllowOverride All > Options ExecCGI FollowSymLinks > > Order allow,deny > Allow from all > > > > > AddDefaultCharset UTF-8 > SetHandler perl-script > PerlHandler RT::Mason > > > > > RT_SiteConfig.pm > > 1; > > Set($rtname , "examplecorp"); > > Set($Organization , "rt.example.com"); > > # $user_passwd_min defines the minimum length for user passwords. Setting > # it to 0 disables this check > > # $Timezone is used to convert times entered by users into GMT and back > again > # It should be set to a timezone recognized by your local unix box. > #TIMEZONE . takes the timezone from linux installation. > my $zone = "UTC"; > $zone='/bin/cat /etc/timezone' > if -f "/etc/timezone"; > chomp $zone; > Set($Timezone, $zone); > Set($WebPath , '/rt'); > Set($WebBaseURL , "http://rt.example.com"); > > # }}} > > # {{{ Database Configuration > > # Database driver beeing used. Case matters > # Valid types are "mysql", "Oracle" and "Pg" > > Set($DatabaseType , 'mysql'); > > # The domain name of your database server > # If you're running mysql and it's on localhost, > # leave it blank for enhanced performance > Set($DatabaseHost , 'localhost'); > Set($DatabaseRTHost , 'localhost'); > > # The port that your database server is running on. Ignored unless it's > # a positive integer. It's usually safe to leave this blank > Set($DatabasePort , ); > > #The name of the database user (inside the database) > Set($DatabaseUser , 'rtuser'); > > # Password the DatabaseUser should use to access the database > Set($DatabasePassword , 'password'); > > Set($RTAddressRegexp , > '^help(-comment)?\@(help|admin)\.(example\.org|ourother\.domain\.com)$'); > > > Some Modifications: > > one the default Virtual File outside from the Virtual Host directive : > > Add a line with ServerName localhost > > alternatively you can do this on the apache2.conf file > > i hope this might be helpfully for somebody > > > @Thomas: ..... thanks anyway =) > > > grettings john s. > > > > > -- View this message in context: http://old.nabble.com/-solved-Request-Tracker-Doesn%27t-work-properly--Web-if-Doesnt-show-all-Elements-tp30843030p30936602.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From bmccormack at nextjump.com Wed Feb 16 05:49:14 2011 From: bmccormack at nextjump.com (Bernard McCormack) Date: Wed, 16 Feb 2011 05:49:14 -0500 Subject: [rt-users] Scrip ordering Message-ID: <2437DA37D3AF87429F50B1FBE01C973C0474D1C5@MASERVER1.nextjump.com> I am extracting custom values from emails using RT-Extension-ExtractCustomFieldValues and I want to use the value in the next step to decide the format of the email sent to the users. The transactions according to the logs are both firing in the correct order in Transaction Create I am accessing the cf using: $Ticket->FirstCustomFieldValue('Priority') This works on another transaction but when chained together it doesn't have the value set. Any help would be appreciated. -------------- next part -------------- An HTML attachment was scrubbed... URL: From scukonick at gmail.com Wed Feb 16 08:43:43 2011 From: scukonick at gmail.com (=?UTF-8?B?0JDQu9C10LrRgdC10Lkg0JzQsNC70L7Qsg==?=) Date: Wed, 16 Feb 2011 16:43:43 +0300 Subject: [rt-users] Can't create or change users and tickets Message-ID: Hello! I've installed request-tracker-3.8.8 on Debian with apache2, postgresql-8.4 and mod-perl. When I try to create a ticket, or change user, or create new user I receive error: Couldn't load user '' (/usr/share/request-tracker3.8/html/Elements/Error:82) or Couldn't load queue ''. In debug log i have this: [Wed Feb 16 13:37:41 2011] [error]: WebRT: ??????????????????? ?????????????? ??????????? (/usr/share/request-tracker3.8/html/Elements/Error:82) Trace begun at /usr/share/request-tracker3.8/lib/RT.pm line 302 Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x7f7d37e82150)', 'WebRT: M-PM-^]M-PM-5M-PM-2M-PM->M-PM-7M-PM-M-PM -6M-PM-=M-PM-> M-PM-7M-PM-0M-PM-3M-QM-^@M-QM-^CM-PM-7M-PM-8M-QM-^BM-QM-^L M-PM->M-QM-^GM-PM-5M-QM-^@M-PM-5M-PM-4M-QM- ^L') called at /usr/share/request-tracker3.8/html/Elements/Error line 82 HTML::Mason::Commands::__ANON__('Why', '?????????? ????????? ???????') called at /usr/share/perl5/HTML/Mason/Componen t.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7f7d36d32ae8)', 'Why', '?????????? ????????? ?? ?????') called at /usr/share/perl5/HTML/Mason/Request.pm line 1278 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1268 HTML::Mason::Request::comp(undef, undef, 'Why', '?????????? ????????? ???????') called at /usr/share/request-tracker3 .8/lib/RT/Interface/Web.pm line 863 HTML::Mason::Commands::Abort('?????????? ????????? ???????') called at /usr/share/request-tracker3.8/html/Ticket/Create.html line 337 HTML::Mason::Commands::__ANON__ at /usr/share/perl5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7f7d35bbea10)') called at /usr/share/perl5/HTML/Mason/Request.pm line 1278 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1268 HTML::Mason::Request::comp(undef, undef, undef) called at /usr/share/request-tracker3.8/lib/RT/Interface/Web.pm line 320 RT::Interface::Web::ShowRequestedPage('HASH(0x7f7d35bc1ae0)') called at /usr/share/request-tracker3.8/lib/RT/Interface/Web.pm line 224 RT::Interface::Web::HandleRequest('HASH(0x7f7d35bc1ae0)') called at /usr/share/request-tracker3.8/html/autohandler line 53 HTML::Mason::Commands::__ANON__ at /usr/share/perl5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7f7d35bc1fa8)') called at /usr/share/perl5/HTML/Mason/Request.pm line 1273 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1268 HTML::Mason::Request::comp(undef, undef, undef) called at /usr/share/perl5/HTML/Mason/Request.pm line 467 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 467 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 419 HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x7f7d35ba14d8)') called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 165 HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0x7f7d35ba14d8)') called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 831 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x7f7d3887fbc8)', 'Apache2::RequestRec=SCALAR(0x7f7d366a3e20)') called at /usr/share/request-tracker3.8/libexec/webmux.pl line 78 eval {...} at /usr/share/request-tracker3.8/libexec/webmux.pl line 78 RT::Mason::handler('Apache2::RequestRec=SCALAR(0x7f7d366a3e20)') called at -e line 0 eval {...} at -e line 0 Why does this happen? -- Alexey Malov From nicolas.guiot at risc-group.com Wed Feb 16 08:53:11 2011 From: nicolas.guiot at risc-group.com (Nicolas GUIOT) Date: Wed, 16 Feb 2011 14:53:11 +0100 Subject: [rt-users] upgrade issue from 3.6.1 to 3.8.8 Message-ID: <20110216145311.35b88be3@lapcolas> Hi, I just upgraded from a 3.6.1 tarball version, to 3.8.8 (debian squeeze package). It's a brand new server, I moved the DB, ran the upgrade scripts, etc... Everything is almost perfect but : I have a scrip that sends an email when a tickect is resolved. The problem, is that this scrip is also triggered when a ticket is closed : it sends the email "ticket is closed" AND the email "ticket is rejected". Where should I start investigating the issue ? Thanks for your help Nicolas From falcone at bestpractical.com Wed Feb 16 09:34:31 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 16 Feb 2011 09:34:31 -0500 Subject: [rt-users] dumpfile-to-rt-3.0 failed (2.0.14 - 3.8.8) In-Reply-To: References: <20110214154811.GR70280@jibsheet.com> Message-ID: <20110216143431.GT70280@jibsheet.com> On Tue, Feb 15, 2011 at 09:32:33PM +0100, Daniel Schwager wrote: > Hi, > > a) I started the import now by erasing the predefined database: > > This helps me to track down other issues e.g. the imported tickets has > no assigned owner. > May this could be a small note in your dumpfile-to-rt-3.0-README . The upgrader assumes a clean DB (since it is a conversion tool). If you want to merge into an existing 3.x system, check the MERGING section. Patches against the git repo to improve the documentation are appreciated. > > Importing links > > l[Tue Feb 15 20:12:28 2011] [warning]: Use of uninitialized value in > concatenation (.) or string at /usr/bin/dumpfile-to-rt-3.0 line 434. > (/usr/bin/dumpfile-to-rt-3.0:434) > > [Tue Feb 15 20:12:28 2011] [warning]: Use of uninitialized value in > concatenation (.) or string at /usr/bin/dumpfile-to-rt-3.0 line 440. > (/usr/bin/dumpfile-to-rt-3.0:440) > .. > > Skipping link creation (21 4 MemberOf) because duplicate of 2 detected > > Skipping link creation (30 30 MergedInto) because duplicate of 9 > detected > > What are exactly the "Links" ? So, may they are not important for the > migration ? Links are merges, parent/child, etc They're important if you use those features This still implies that you have incorrect link structures in your rt2 database since the cache isn't being populated. > c) Import of tickets > Concerning the normal ticket import, I got this kind of warning for each > ticket: > > t-35437: [Tue Feb 15 20:09:42 2011] [warning]: Use of uninitialized > value in hash element at /usr/bin/dumpfile-to-rt-3.0 line 667. > (/usr/bin/dumpfile-to-rt-3.0:667) > line 667: $ticket->{'Owner'} = $user_map->{ > $ticket->{'Owner'} }; > > wta[Tue Feb 15 20:09:42 2011] [warning]: Use of uninitialized value in > string eq at /usr/bin/dumpfile-to-rt-3.0 line 891. > (/usr/bin/dumpfile-to-rt-3.0:891) > line: 891: if ( $content_type =~ > qr{(text/|message/rfc822)}i ) > > [Tue Feb 15 20:09:42 2011] [warning]: Use of uninitialized value in > length at /opt/rt3/lib/RT/Record.pm line 753. > (/opt/rt3/lib/RT/Record.pm:753) > line: 753 #if the attachment is larger than the > maximum size > > if ( ($MaxSize) and ( $MaxSize < > length($Body) ) ) { > > [Tue Feb 15 20:09:42 2011] [warning]: Use of uninitialized value in > string eq at /usr/bin/dumpfile-to-rt-3.0 line 970. > (/usr/bin/dumpfile-to-rt-3.0:970) > aat > line 970: if ($a->{ContentEncoding} eq > 'base64' You may wish to try the current git version and see if any of the unreleased patches help. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Feb 16 09:36:06 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 16 Feb 2011 09:36:06 -0500 Subject: [rt-users] upgrade issue from 3.6.1 to 3.8.8 In-Reply-To: <20110216145311.35b88be3@lapcolas> References: <20110216145311.35b88be3@lapcolas> Message-ID: <20110216143606.GU70280@jibsheet.com> On Wed, Feb 16, 2011 at 02:53:11PM +0100, Nicolas GUIOT wrote: > I just upgraded from a 3.6.1 tarball version, to 3.8.8 (debian squeeze package). > > It's a brand new server, I moved the DB, ran the upgrade scripts, etc... Everything is almost perfect but : > > I have a scrip that sends an email when a tickect is resolved. > > The problem, is that this scrip is also triggered when a ticket is closed : it sends the email "ticket is closed" AND the email "ticket is rejected". > > Where should I start investigating the issue ? Start at Configuration -> Global -> Scrips -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From nicolas.guiot at risc-group.com Wed Feb 16 09:46:05 2011 From: nicolas.guiot at risc-group.com (Nicolas GUIOT) Date: Wed, 16 Feb 2011 15:46:05 +0100 Subject: [rt-users] upgrade issue from 3.6.1 to 3.8.8 In-Reply-To: <20110216143606.GU70280@jibsheet.com> References: <20110216145311.35b88be3@lapcolas> <20110216143606.GU70280@jibsheet.com> Message-ID: <20110216154605.3ccc3022@lapcolas> OK, that's what I did... Is there a way to export my scrip, to show you all of them, maybe someone can point to the mistake ? I'm going through all of them right now, and everything (that I understand) seems logical. Some scrips did not have any description, I think somewhere during the upgrade they were automagically created, using the Condition, action and template, but they seem to be concictent with was existed before. help someone ? On Wed, 16 Feb 2011 09:36:06 -0500 Kevin Falcone wrote: > On Wed, Feb 16, 2011 at 02:53:11PM +0100, Nicolas GUIOT wrote: > > I just upgraded from a 3.6.1 tarball version, to 3.8.8 (debian > > squeeze package). > > > > It's a brand new server, I moved the DB, ran the upgrade scripts, > > etc... Everything is almost perfect but : > > > > I have a scrip that sends an email when a tickect is resolved. > > > > The problem, is that this scrip is also triggered when a ticket is > > closed : it sends the email "ticket is closed" AND the email > > "ticket is rejected". > > > > Where should I start investigating the issue ? > > Start at Configuration -> Global -> Scrips From paul at paulororke.net Wed Feb 16 08:56:55 2011 From: paul at paulororke.net (Paul D. O'Rorke) Date: Wed, 16 Feb 2011 05:56:55 -0800 (PST) Subject: [rt-users] Stripping copied parts of email before saving as comment or reply In-Reply-To: <171401192.223.1297864471231.JavaMail.root@mail> Message-ID: <1091983174.226.1297864615025.JavaMail.root@mail> Hi, I'm running 3.8.4. We use RT to track software bugs that go to a software development team. I want to stick with RT (getting pressure to change) because once proven we wish to expand it's scope to include customer support request tracking. Much of what I want in a customer support ticket should never make it's way into a bug report. The biggest issue I have with using RT for the customer support is the history that is in each email making the tickets large and unwieldy. This appears to be addressed with the proposed extension I found referred to in the email below. I found this while searching the mailing list archives. I'd rather try this now than wait for 4.0 because unless I can show RT effectively doing what we want the decision will be taken out of my hands and we'll get lumped with some proprietary cr@? I cannot simply trim the emails, this has to work with email message/reply. So is it possible to get the trim/hide extension below or is it already available and I'm just missing it? Regards On Mon, Jan 03, 2011 at 10:41:59AM -0800, Laura Grella wrote: > > >> If you want to see the core version, it is now live on >> issues.bestpractical.com. The plugin for 3.8 will hopefully get >> released this week, but we're busy trying to release lots of things. > > > Thanks - I've never installed an extension for RT. Would be able to point me > the right direction for instructions? I rather install it for 3.8 than wait > for 4.0. ? [ hide part of quote ] ? [ hide part of quote ] You should read the README once the extension has been released. It covers installation of plugins. -kevin > > We have an extension to do this that we're working to get released. > > (And it's already built in to 4.0) > > - Show quoted text - -- Paul O'Rorke paul at paulororke.net Home .: +1 (250) 483 1456 Mobile.: +1 (250) 709 7740 -------------- next part -------------- An HTML attachment was scrubbed... URL: From nicolas.guiot at risc-group.com Wed Feb 16 10:40:14 2011 From: nicolas.guiot at risc-group.com (Nicolas GUIOT) Date: Wed, 16 Feb 2011 16:40:14 +0100 Subject: [rt-users] upgrade issue from 3.6.1 to 3.8.8 In-Reply-To: <20110216154605.3ccc3022@lapcolas> References: <20110216145311.35b88be3@lapcolas> <20110216143606.GU70280@jibsheet.com> <20110216154605.3ccc3022@lapcolas> Message-ID: <20110216164014.44777885@lapcolas> OK, I dug a bit further : I have some other scrip that don't work : When the owner of the ticket is changed (either taken or stolen), no email is sent, while we have the 2 followinf scrips : Description : Pec Stage : TransactionCreate Condition : On Owner Change Action : Notify Owner, Requestors, Ccs and AdminCcs Template : PEC Desc : On Owner Change Notify Owner Stage : TransactionCreate Condition On Owner Change Action : Notify Owner Template : Transaction and I have the following in rt.log : [Wed Feb 16 15:29:33 2011] [error]: error: couldn't parse head; error near: Bonjour, (/usr/share/request-tracker3.8/lib/RT/Template_Overlay.pm:356) Which is the beginning ot the PEC template : Subject: PEC: {$Ticket->Subject} Bonjour, Nous vous informons que le traitement de ce ticket a ?t? pris en charge par {$Ticket->OwnerObj->RealName}. Merci. If necesssary, I can give you more info on my stup, but it seems to be a strange behaviour... On Wed, 16 Feb 2011 15:46:05 +0100 Nicolas GUIOT wrote: > OK, that's what I did... > > Is there a way to export my scrip, to show you all of them, maybe > someone can point to the mistake ? > > I'm going through all of them right now, and everything (that I > understand) seems logical. > > Some scrips did not have any description, I think somewhere during > the upgrade they were automagically created, using the Condition, > action and template, but they seem to be concictent with was existed > before. > > help someone ? > > On Wed, 16 Feb 2011 09:36:06 -0500 > Kevin Falcone wrote: > > > On Wed, Feb 16, 2011 at 02:53:11PM +0100, Nicolas GUIOT wrote: > > > I just upgraded from a 3.6.1 tarball version, to 3.8.8 (debian > > > squeeze package). > > > > > > It's a brand new server, I moved the DB, ran the upgrade scripts, > > > etc... Everything is almost perfect but : > > > > > > I have a scrip that sends an email when a tickect is resolved. > > > > > > The problem, is that this scrip is also triggered when a ticket is > > > closed : it sends the email "ticket is closed" AND the email > > > "ticket is rejected". > > > > > > Where should I start investigating the issue ? > > > > Start at Configuration -> Global -> Scrips From trs at bestpractical.com Wed Feb 16 11:26:08 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 16 Feb 2011 11:26:08 -0500 Subject: [rt-users] upgrade issue from 3.6.1 to 3.8.8 In-Reply-To: <20110216164014.44777885@lapcolas> References: <20110216145311.35b88be3@lapcolas> <20110216143606.GU70280@jibsheet.com> <20110216154605.3ccc3022@lapcolas> <20110216164014.44777885@lapcolas> Message-ID: <4D5BFAA0.6030703@bestpractical.com> On 16 Feb 2011 10:40, Nicolas GUIOT wrote: > and I have the following in rt.log : > > [Wed Feb 16 15:29:33 2011] [error]: error: couldn't parse head; error near: > Bonjour, (/usr/share/request-tracker3.8/lib/RT/Template_Overlay.pm:356) > > Which is the beginning ot the PEC template : > Subject: PEC: {$Ticket->Subject} > Bonjour, > > Nous vous informons que le traitement de ce ticket a ?t? pris en charge par {$Ticket->OwnerObj->RealName}. > > Merci. The template headers need to be separated from the body by a blank line. So put a blank line between the Subject: line and Bonjour. Thomas From kfcrocker at lbl.gov Wed Feb 16 12:17:56 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 16 Feb 2011 09:17:56 -0800 Subject: [rt-users] Scrip ordering In-Reply-To: <2437DA37D3AF87429F50B1FBE01C973C0474D1C5@MASERVER1.nextjump.com> References: <2437DA37D3AF87429F50B1FBE01C973C0474D1C5@MASERVER1.nextjump.com> Message-ID: Bernard, Are you using "TransactionBatch"? Kenn LBNL On Wed, Feb 16, 2011 at 2:49 AM, Bernard McCormack wrote: > I am extracting custom values from emails using > RT-Extension-ExtractCustomFieldValues and I want to use the value in the > next step to decide the format of the email sent to the users. > > The transactions according to the logs are both firing in the correct order > in Transaction Create > > I am accessing the cf using: > > $Ticket->FirstCustomFieldValue('Priority') > > This works on another transaction but when chained together it doesn?t have > the value set. > > Any help would be appreciated. > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From glamorous_gujju at hotmail.com Wed Feb 16 16:03:33 2011 From: glamorous_gujju at hotmail.com (Jay Pat) Date: Thu, 17 Feb 2011 02:33:33 +0530 Subject: [rt-users] Change Language to French for specific queue Message-ID: Hi All, I'm using RT 3.8.1 on CentOS with Perl v5.8.8 and Apache v2.000004. I have several queues in the RT but I just need to configure one queue with French language. In other words the reply, from, date, month, day, text (auto-reply and other scrips) to show up in french by default to all the requestors and administrators. Please let me know if this is possible. Thank you all. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Wed Feb 16 16:37:48 2011 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 17 Feb 2011 00:37:48 +0300 Subject: [rt-users] Scrip ordering In-Reply-To: <2437DA37D3AF87429F50B1FBE01C973C0474D1C5@MASERVER1.nextjump.com> References: <2437DA37D3AF87429F50B1FBE01C973C0474D1C5@MASERVER1.nextjump.com> Message-ID: Change condition for autoreply to custom. You need something close to "on create and all required fields are set or on field change and all other fields are set." Regards, Ruslan. From phone. 16.02.2011 13:50 ???????????? "Bernard McCormack" ???????: > I am extracting custom values from emails using > RT-Extension-ExtractCustomFieldValues and I want to use the value in the > next step to decide the format of the email sent to the users. > > The transactions according to the logs are both firing in the correct > order in Transaction Create > > I am accessing the cf using: > > $Ticket->FirstCustomFieldValue('Priority') > > This works on another transaction but when chained together it doesn't > have the value set. > > Any help would be appreciated. > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Wed Feb 16 17:42:10 2011 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 17 Feb 2011 01:42:10 +0300 Subject: [rt-users] Change Language to French for specific queue In-Reply-To: References: Message-ID: Create templates specific to the queue with the names as global templates and translate them. Language of the web interface picked from browser or from user preferences if those are set. Regards, Ruslan. From phone. 17.02.2011 0:04 ???????????? "Jay Pat" ???????: > > Hi All, > > I'm using RT 3.8.1 on CentOS with Perl v5.8.8 and Apache v2.000004. > > I have several queues in the RT but I just need to configure one queue with French language. In other words the reply, from, date, month, day, text (auto-reply and other scrips) to show up in french by default to all the requestors and administrators. > > Please let me know if this is possible. > > Thank you all. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Wed Feb 16 18:15:32 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 16 Feb 2011 18:15:32 -0500 Subject: [rt-users] [Rt-announce] RT 3.8.9 Released Message-ID: <20110216231532.GD67987@jibsheet.com> We are happy to announce that RT 3.8.9 is now available. You can download it from: http://download.bestpractical.com/pub/rt/release/rt-3.8.9.tar.gz http://download.bestpractical.com/pub/rt/release/rt-3.8.9.tar.gz.sig This release of RT contains 9 months of small improvements and bug fixes. It includes a fix for the security issue announced here: http://lists.bestpractical.com/pipermail/rt-announce/2011-January/000185.html If you have previously installed RT-Extension-SaltedPasswords, it will automatically disable itself after the upgrade. You may then safely remove it from @Plugins. Important upgrade notes: In addition to the normal /opt/rt3/sbin/rt-setup-database upgrade step, there are a few standalone upgrade scripts you should run. You can find full details in the "UPGRADING" file in the distribution. Please review 'UPGRADING FROM 3.8.8 and earlier' and ensure you follow each of the steps. A list of changes is below. -kevin SHA1 sums 4dc78880220ccc8bf7b49b2c4efca0eeb3372133 rt-3.8.9.tar.gz 95dc126acaba7b5069f83bf042c31e6857e7397f rt-3.8.9.tar.gz.sig SECURITY * Move to a SHA-256 based password hashing scheme * Redirect users to their desired pages after login. This prevents possible back button attacks after a user logs out. * Clone Scrip's TicketObj since we change the CurrentUser and it can leak information (Custom field values, etc) INSTALLATION * Fixes to the RH Layout in config.layout ACCESS CONTROL * New AdminCustomFieldValues right that allows user to add/remove CF values, but not edit the CF CONFIGURATION * Add ResolveDefaultUpdateType to choose between Comment or Correspond on Resolve * When using Set($MailCommand, 'testfile') log all mail to the same tmpfile * Add a callback to allow extensions to redirect a user to an external auth logout URL using RT's logout button. This ensures that the user's RT session is cleared * Add SuppressAutoOpenOnUpdate preference DOCUMENTATION * Clean up README * Update UPGRADING.mysql documentation for users of older mysql * Flag that "Let this user be granted rights" means "Privileged" * Fix rt-crontool examples to use a real Condition * Undocument SenderMustExistInExternalDatabase since the code was never merged * Better document SetOutgoingMailFrom * Better document shrink_cgm_table.pl DATABASE * Add support for Postgres 9 * No longer record transactions for ACL Equivalence Groups * Don't delete all RT MySQL ACLs before invoke GRANT * Quote database name for GRANT on MySQL * Insert extensions' schema and acl files as the DBA * Fix searches for empty Attachments on Oracle EMAIL * Better handling of mail generated by Outlook * When RT's SendmailCommand fails, record it in ticket history * New GPG tests and bugfixes for corner cases * use EmailOutputEncoding for Content-Type.charset * Handle failures in MIME Encoding better * Small bugfixes for text/html templates * Fix MIME decoding on ticket subjects * Remove stray colons and whitespace in the default Admin Comment template USER INTERFACE * Fix an infinite loop when using the 3.4-compat theme * Fixes to CollectionList sorting * css positioning tweaks for page menus * Fixes for Bulk Update when users click 'Add More Files' * Skip all watchers when offering to add CCs as Watchers * Fix ahah.js to handle more than one CF 'Include page' link * Ensure that Nobody is always at the front of the Select Owner list * Link Basics in SelfService to the Update page * Fix toggling js to only run once * Ensure signatures are included in Jumbo edits * Better identify (in the UI) a misconfigured GPG setup * GPG key management UI updates * Add classes/ids to the Custom Field Editing pages * CSS Fixes for preferences widgets * Fix truncated top values on Charts * Wording and layout changes for the 'update password' widget * Ensure that we keep Anchor tags on redirects * Fix loading a new search on the Chart/Graph pages * Change Attachment size label from Bytes to Megabytes * Respect timezones in timestamps in /Approvals/ * Charset fixes for Ticket Attachment downloads * Bar graph fixes for large numbers of bars * Allow a callback on QuickCreate to pass a default Status * Fix Approvals to make one search for approval tickets that distincts and orders them * Link from Group Membership lists to User admin pages * New callbacks (autohandler, default queue, aborting ticket updates, after requestor on create) * Fix non-local local links and add t: syntax * Editing Transaction custom fields now shows errors inline * Use the ShowUser element more consistently across the UI TOOLS * Improvements to extract-message-catalog (translation tool) * Let shrink_cgm_table and shrink_transactions display "percent complete" * Added a simple script to naively generate a RTAddressRegexp * Install rt-attributes-viewer originally shipped with 3.8.8 * bin/rt now searches for global configs in LOCAL_ETC_PATH also OTHER BUG FIXES * No longer refuse to start if you upgraded from a version of RT that allowed you to have invalid Scrips * Handle broken Reminders links when users change their Organization * Trim whitespace from CustomFieldValues consistently * RFC2616 dates are always in UTC * Scrips can no longer have an empty Condition, Action or Template * make multi-value REST fields separated with commas ignore spaces * Localize ENV changes under mod_perl * Don't page group memberships for a User * Skip disabled Queues when a Simple Search term matches a Queue Name * Add TransactionObj to CreateTickets templates to match the docs * Fix the use of Tickets_Local.pm in rt-email-dashboards and rt-crontool * Escape more characters in graphviz output * Fix message when you fail to delete a saved search to tell you Permission Denied * Include Rules with Scrips when previewing recipients * Ensure that distribution upgrades that break Scalar::Util show up in apache logs * Fix warnings on empty Collection List headers * Log errors from safe_run_child * Refuse to run if webmux.pl and RT.pm are mismatched * Actually log the error that caused "Can't load a principal for id #" * Switch to using $Approver->Name in templates since an AdminCc can approve * Allow fastcgi_server to specify a port * Guard against SavedSearches with no content * Ensure our output is always flagged as utf-8 * Allow queries like "Priority > -2" * Fixes to Private/Public key methods * Return 'set private key' from SetPrivateKey, not 'unset private key' * Protect STDOUT under mod_perl - among other things, this fixes Scrips that use system() * Fix forwarding of messages without a top level textual part _______________________________________________ RT-Announce mailing list RT-Announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From jbaker at wgm.us Wed Feb 16 18:24:33 2011 From: jbaker at wgm.us (Jon Baker) Date: Wed, 16 Feb 2011 17:24:33 -0600 Subject: [rt-users] ModifyTicket/Steal/Take privileges Message-ID: <592E0FF5-64F9-4AAD-9979-03488FE7FE3F@wgm.us> I am trying to set up a group in a queue that has the ability to change the status but not the owner; i.e. can't steal/take it (a different group is assigning tickets to them and they're not allowed to get out of it) but they need to be able to resolve their own tickets. It seems to me that Steal and Take are subsets of ModifyTicket (i.e, if you have ModifyTicket you implicitly have Steal and Take) but I can't figure out how to separate ownership changes from status changes. Is this possible? Thanks - -- Jon Baker Systems Administrator Church on the Move 1003 N 129th E Ave Tulsa OK 74116 (918) 234-5656 CONFIDENTIALITY NOTICE: This transmission may be confidential and subject to legal privilege. If you are not the intended recipient of this message, you may not review, disclose, print, copy or disseminate this information. If you have received this in error, please reply and notify the sender (only) and delete the message. Unauthorized interception of this e-mail is a violation of federal criminal law. From hughesl at science.oregonstate.edu Wed Feb 16 19:23:32 2011 From: hughesl at science.oregonstate.edu (Lee Hughes) Date: Wed, 16 Feb 2011 16:23:32 -0800 Subject: [rt-users] Filter Tickets on LastUpdatedBy <> InternalUser Message-ID: <20110216162332.33108q76pz3g88sg@webmail.oregonstate.edu> I've seen lots of requests for this in the archives but couldn't find an easy solution. I'm looking for the TicketSQL syntax to only show tickets where the LastUpdatedBy is not an RT user; i.e., the ticket has been updated by an external party and therefore needs our attention. Any help or ideas are greatly appreciated. Thanks- Lee From kfcrocker at lbl.gov Wed Feb 16 19:43:34 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 16 Feb 2011 16:43:34 -0800 Subject: [rt-users] ModifyTicket/Steal/Take privileges In-Reply-To: <592E0FF5-64F9-4AAD-9979-03488FE7FE3F@wgm.us> References: <592E0FF5-64F9-4AAD-9979-03488FE7FE3F@wgm.us> Message-ID: Jon, Remove the right to "OwnTicket" as well as "Steal" and "Take". You can grant the "ModifyTicket" to that group as well as "ShowTicket" and that way they can See tickets in a Queue, Modify them, but not Own them. Kenn LBNL On Wed, Feb 16, 2011 at 3:24 PM, Jon Baker wrote: > I am trying to set up a group in a queue that has the ability to change the > status but not the owner; i.e. can't steal/take it (a different group is > assigning tickets to them and they're not allowed to get out of it) but they > need to be able to resolve their own tickets. > > It seems to me that Steal and Take are subsets of ModifyTicket (i.e, if you > have ModifyTicket you implicitly have Steal and Take) but I can't figure out > how to separate ownership changes from status changes. Is this possible? > > Thanks - > -- > Jon Baker > Systems Administrator > Church on the Move > 1003 N 129th E Ave > Tulsa OK 74116 > (918) 234-5656 > > > > > CONFIDENTIALITY NOTICE: This transmission may be confidential and subject > to legal privilege. If you are not the intended recipient of this message, > you may not review, disclose, print, copy or disseminate this information. > If you have received this in error, please reply and notify the sender > (only) and delete the message. Unauthorized interception of this e-mail is a > violation of federal criminal law. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Joanne.Keown at coloradogroup.com.au Wed Feb 16 21:00:29 2011 From: Joanne.Keown at coloradogroup.com.au (Joanne Keown) Date: Thu, 17 Feb 2011 12:00:29 +1000 Subject: [rt-users] Custom Fields: Deleting Values Message-ID: <0F5FC019E0CDF3459EE1B8D44E85072745438747A5@BNE-EXCH.coloradogroup.com.au> Hi, I am having the devil of a job deleting values from Custom Fields. Sometimes it works and other times I can select the value to be deleted many, many times and it just won't activate. The custom field has been set up per the below: [cid:image002.jpg at 01CBCE9A.456D7D80] And the values I am working with look like the below: [cid:image003.jpg at 01CBCE9A.456D7D80] Is there a bug with this function or is there some trick to it? Looking forward to some insight if others have had this issue before. Kind regards Jo ____________________________________________________________________________________________________________ This email and any attachments are confidential and intended for use by the addressee only. If you are not the intended recipient, please delete it and destroy any copies. No part of this email may be reproduced, adapted or transmitted without the written permission of the owner of the copyright or other intellectual property in it. COLORADO group does not accept liability for loss or damage caused by this email, for example by a computer virus or arising from data corruption, delay, interruption, unauthorised access or any other thing. ____________________________________________________________________________________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image002.jpg Type: image/jpeg Size: 15587 bytes Desc: image002.jpg URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image003.jpg Type: image/jpeg Size: 6257 bytes Desc: image003.jpg URL: From Joanne.Keown at coloradogroup.com.au Wed Feb 16 21:17:25 2011 From: Joanne.Keown at coloradogroup.com.au (Joanne Keown) Date: Thu, 17 Feb 2011 12:17:25 +1000 Subject: [rt-users] Custom Fields: Deleting Values In-Reply-To: References: <0F5FC019E0CDF3459EE1B8D44E85072745438747A5@BNE-EXCH.coloradogroup.com.au> Message-ID: <0F5FC019E0CDF3459EE1B8D44E85072745438747B1@BNE-EXCH.coloradogroup.com.au> Hi Dennis, Yes, I left the sort field all blank (or maybe 0 default). This means the sort is by alpha-name, not the sort field. This is a list-of-values that will change regularly, I don't want to be re-numbering up to 450 of sort values each time new ones are added and/or closing ones are deleted. Jo ________________________________ From: Dennis [mailto:daodennis at gmail.com] Sent: Thursday, 17 February 2011 12:13 PM To: Joanne Keown Subject: Re: [rt-users] Custom Fields: Deleting Values Are the sort values really both 0? -------------- next part -------------- An HTML attachment was scrubbed... URL: From Joanne.Keown at coloradogroup.com.au Wed Feb 16 21:19:48 2011 From: Joanne.Keown at coloradogroup.com.au (Joanne Keown) Date: Thu, 17 Feb 2011 12:19:48 +1000 Subject: [rt-users] Custom Fields: Deleting Values In-Reply-To: <0F5FC019E0CDF3459EE1B8D44E85072745438747B1@BNE-EXCH.coloradogroup.com.au> References: <0F5FC019E0CDF3459EE1B8D44E85072745438747A5@BNE-EXCH.coloradogroup.com.au> <0F5FC019E0CDF3459EE1B8D44E85072745438747B1@BNE-EXCH.coloradogroup.com.au> Message-ID: <0F5FC019E0CDF3459EE1B8D44E85072745438747B4@BNE-EXCH.coloradogroup.com.au> Oh, by the way - the version of RT is 3.8.7. ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Joanne Keown Sent: Thursday, 17 February 2011 12:17 PM To: RT-Users at lists.bestpractical.com Subject: Re: [rt-users] Custom Fields: Deleting Values Importance: High Hi Dennis, Yes, I left the sort field all blank (or maybe 0 default). This means the sort is by alpha-name, not the sort field. This is a list-of-values that will change regularly, I don't want to be re-numbering up to 450 of sort values each time new ones are added and/or closing ones are deleted. Jo ________________________________ From: Dennis [mailto:daodennis at gmail.com] Sent: Thursday, 17 February 2011 12:13 PM To: Joanne Keown Subject: Re: [rt-users] Custom Fields: Deleting Values Are the sort values really both 0? -------------- next part -------------- An HTML attachment was scrubbed... URL: From bmccormack at nextjump.com Wed Feb 16 23:04:15 2011 From: bmccormack at nextjump.com (Bernard McCormack) Date: Wed, 16 Feb 2011 23:04:15 -0500 Subject: [rt-users] Scrip ordering In-Reply-To: References: <2437DA37D3AF87429F50B1FBE01C973C0474D1C5@MASERVER1.nextjump.com> Message-ID: <2437DA37D3AF87429F50B1FBE01C973C0474D58C@MASERVER1.nextjump.com> I tried transaction create with the descriptions set to define the order, I tried transaction batch and I tried the read on transaction create and then the displaying of the value in the transaction batch. The value is getting set but it appears unset during the execution chain. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Wednesday, February 16, 2011 12:18 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Scrip ordering Bernard, Are you using "TransactionBatch"? Kenn LBNL On Wed, Feb 16, 2011 at 2:49 AM, Bernard McCormack wrote: I am extracting custom values from emails using RT-Extension-ExtractCustomFieldValues and I want to use the value in the next step to decide the format of the email sent to the users. The transactions according to the logs are both firing in the correct order in Transaction Create I am accessing the cf using: $Ticket->FirstCustomFieldValue('Priority') This works on another transaction but when chained together it doesn't have the value set. Any help would be appreciated. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Thu Feb 17 02:00:38 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 17 Feb 2011 10:00:38 +0300 Subject: [rt-users] Scrip ordering In-Reply-To: <2437DA37D3AF87429F50B1FBE01C973C0474D58C@MASERVER1.nextjump.com> References: <2437DA37D3AF87429F50B1FBE01C973C0474D1C5@MASERVER1.nextjump.com> <2437DA37D3AF87429F50B1FBE01C973C0474D58C@MASERVER1.nextjump.com> Message-ID: Put extraction into transaction create stage and notification into batch stage. This should work. On Thu, Feb 17, 2011 at 7:04 AM, Bernard McCormack wrote: > I tried transaction create with the descriptions set to define the order, I > tried transaction batch and I tried the read on transaction create? and then > the displaying of the value in the transaction batch. The value is getting > set but it appears unset during the execution chain. > > > > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth > Crocker > Sent: Wednesday, February 16, 2011 12:18 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Scrip ordering > > > > Bernard, > > Are you using "TransactionBatch"? > > Kenn > LBNL > > On Wed, Feb 16, 2011 at 2:49 AM, Bernard McCormack > wrote: > > I am extracting custom values from emails using > RT-Extension-ExtractCustomFieldValues and I want to use the value in the > next step to decide the format of the email sent to the users. > > The transactions according to the logs are both firing in the correct order > in Transaction Create > > I am accessing the cf using: > > $Ticket->FirstCustomFieldValue('Priority') > > This works on another transaction but when chained together it doesn?t have > the value set. > > Any help would be appreciated. > > > > > > -- Best regards, Ruslan. From adisan82 at gmail.com Thu Feb 17 02:47:01 2011 From: adisan82 at gmail.com (Adrian Stel) Date: Thu, 17 Feb 2011 08:47:01 +0100 Subject: [rt-users] How best to allow anyone to access, create tickets and respond to their own tickets Message-ID: Hi, The only remaining question is how best to allow anyone to access, create tickets and respond to their own tickets. Do you happen to know if RT supports an auto account creating feature? If so, how does it work? Solution this is not good: Anyone can view the public queues and tickets by logging in as the 'guest' user with the password 'readonly'. :) Best Regards Adrian From tom.elliott at gyron.net Thu Feb 17 03:57:16 2011 From: tom.elliott at gyron.net (Tom Elliott - Gyron) Date: Thu, 17 Feb 2011 08:57:16 +0000 Subject: [rt-users] Scrip Help Message-ID: <42B5ED2272FFF34EA166FE3DA850E6D90233AE8B61@exchange.ad.gyron.net> Hi All Firstly, I should say, I'm really no coder. I can hack things about a bit, but thats about it. I've adapted http://requesttracker.wikia.com/wiki/AutoCloseOnNagiosRecoveryMessages into the following. We use Opsview, which is a modified version of Nagios, and formats its emails slightly differently. I've a scrip which is set for just the queue we need it for, with: Condition: on create Action: user defined Template: global template: blank Stage TransactionBatch I've mashed the following: my $problem_desc = undef; my $problem_host = undef; my $problem = undef; my $search = undef; my $Transaction = $self->TransactionObj; my $subject = $Transaction->Attachments->First->GetHeader('Subject'); if ($subject =~ /RECOVERY: (.+) is OK on host (.*)/) { # This looks like a nagios recovery message $problem_desc = $1; $problem_host = $2; $problem = "$problem_desc on $problem_host"; $RT::Logger->debug("found a recovery msg: $problem"); } else { $RT::Logger->debug("not a recovery msg"); return 1; } # Ok, now let's merge this ticket with it's PROBLEM msg. my $search = RT::Tickets->new($RT::SystemUser); $RT::Logger->debug("doing search"); $search->LimitQueue(VALUE => 'Reports'); $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR => 'or'); $search->LimitStatus(VALUE => 'open', OPERATOR => '='); $RT::Logger->debug("did search"); if ($search->Count == 0) { return 1; } $RT::Logger->debug("starting loop"); my $id = undef; while (my $ticket = $search->Next) { # Ignore the ticket that opened this transation (the recovery one...) next if $self->TicketObj->Id == $ticket->Id; # Look for nagios PROBLEM warning messages... if ( $ticket->Subject =~ /PROBLEM: (.+) is (CRITICAL|WARNING|UNKNOWN) on host (.*)/ ) { $RT::Logger->debug("checking msg"); $RT::Logger->debug("problem $problem checking $1 on $3"); if ("$1 on $3" eq $problem){ $RT::Logger->debug("found ticket"); # Aha! Found the Problem TICKET corresponding to this RECOVERY # ticket $id = $ticket->Id; # Nagios may send more then one PROBLEM message, right? $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . " into $id because of OA number match."); $self->TicketObj->MergeInto($id); # Keep looking for more PROBLEM tickets... } } } $id || return 1; # Auto-close/resolve this whole thing $self->TicketObj->SetStatus( "resolved" ); 1; Which is designed to look for messages with the subject line of: RECOVERY: name of service is OK on host name.of.host and then parse the remainder of the queue for associated problem tickets with the subject line of PROBLEM: name of service is CRITICAL on host name.of.host when it finds them - it should merge and close. I actually want to extend this further to merge the 'problem' emails along the way, but wanted to get this first stage working properly first. The above works, if I email in myself with a relevant subject line (scrip 62 is the relevant scrip) [Wed Feb 16 15:42:27 2011] [debug]: About to think about scrips for transaction #1467131 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163) [Wed Feb 16 15:42:27 2011] [debug]: Committing scrip #55 on txn #1467130 of ticket #252411 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190) [Wed Feb 16 15:42:27 2011] [info]: Ticket 252411 created in queue 'Reports' by tom.elliott (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:667) [Wed Feb 16 15:42:27 2011] [debug]: Found 1 scrips for TransactionBatch stage with applicable type(s) Create (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370) [Wed Feb 16 15:42:27 2011] [debug]: Committing scrip #62 on txn #1467130 of ticket #252411 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190) [Wed Feb 16 15:42:27 2011] [debug]: Found a recovery msg: name of service on name.of.host ((eval 29152):20) [Wed Feb 16 15:42:27 2011] [debug]: doing search ((eval 29152):28) [Wed Feb 16 15:42:27 2011] [debug]: did search ((eval 29152):32) [Wed Feb 16 15:42:27 2011] [debug]: starting loop ((eval 29152):34) (heavily trimmed log) However, when our monitoring system emails in, it generates an email with exactly the same subject and we get: Wed Feb 16 15:39:04 2011] [info]: Ticket 252408 created in queue 'Reports' by nagios at opsview.[masked] (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:667) [Wed Feb 16 15:39:04 2011] [debug]: Found 0 scrips for TransactionBatch stage with applicable type(s) (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370) Any ideas? I'm aware this probably isn't enough information, but I'm not sure what else to provide. I think I am probably doing something quite silly or missing something fundamental. Perhaps I need a custom condition? Any input really appreciated. Thanks all. -- Kind regards, Tom Elliott Gyron Internet Ltd mail: tom.elliott at gyron.net web: http://gyron.net/ tel: 0845 888 6900 fax: 0845 888 6910 24 hour customer support: 0845 888 6999 This message may be private and confidential. If you have received this message in error, please notify us and remove it from your system. Gyron may monitor email traffic data and the content of email for the purposes of security and staff training. Gyron Internet Ltd is a limited company registered in England and Wales. Registered number: 4239332. Registered office: 3 Centro, Boundary Way, Hemel Hempstead, HP2 7SU. VAT reg no 804 2532 63. Gyron is a registered trademark. Gyron is a Deloitte Technology Fast 50 ranked company. From scukonick at gmail.com Thu Feb 17 05:08:39 2011 From: scukonick at gmail.com (=?UTF-8?B?0JDQu9C10LrRgdC10Lkg0JzQsNC70L7Qsg==?=) Date: Thu, 17 Feb 2011 13:08:39 +0300 Subject: [rt-users] Re: Can't create or change users and tickets In-Reply-To: References: Message-ID: Please help with it:) 2011/2/16 ??????? ????? : > Hello! I've installed request-tracker-3.8.8 on Debian with apache2, > postgresql-8.4 and mod-perl. When I try to create a ticket, or change > user, or create new user I receive error: > Couldn't load user '' (/usr/share/request-tracker3.8/html/Elements/Error:82) > or > Couldn't load queue ''. > In debug log i have this: > [Wed Feb 16 13:37:41 2011] [error]: WebRT: ??????????????????? > ?????????????? > ???????????? > (/usr/share/request-tracker3.8/html/Elements/Error:82) > Trace begun at /usr/share/request-tracker3.8/lib/RT.pm line 302 > Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x7f7d37e82150)', 'WebRT: > M-PM-^]M-PM-5M-PM-2M-PM->M-PM-7M-PM-M-PM > -6M-PM-=M-PM-> M-PM-7M-PM-0M-PM-3M-QM-^@M-QM-^CM-PM-7M-PM-8M-QM-^BM-QM-^L > M-PM->M-QM-^GM-PM-5M-QM-^@M-PM-5M-PM-4M-QM- > ^L') called at /usr/share/request-tracker3.8/html/Elements/Error line 82 > HTML::Mason::Commands::__ANON__('Why', '?????????? ????????? ???????') > called at /usr/share/perl5/HTML/Mason/Componen > t.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7f7d36d32ae8)', > 'Why', '?????????? ????????? ?? > ?????') called at /usr/share/perl5/HTML/Mason/Request.pm line 1278 > eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1268 > HTML::Mason::Request::comp(undef, undef, 'Why', '?????????? ????????? > ???????') called at /usr/share/request-tracker3 > .8/lib/RT/Interface/Web.pm line 863 > HTML::Mason::Commands::Abort('?????????? ????????? ???????') called at > /usr/share/request-tracker3.8/html/Ticket/Create.html line 337 > HTML::Mason::Commands::__ANON__ at > /usr/share/perl5/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7f7d35bbea10)') > called at /usr/share/perl5/HTML/Mason/Request.pm line 1278 > eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1268 > HTML::Mason::Request::comp(undef, undef, undef) called at > /usr/share/request-tracker3.8/lib/RT/Interface/Web.pm line 320 > RT::Interface::Web::ShowRequestedPage('HASH(0x7f7d35bc1ae0)') called > at /usr/share/request-tracker3.8/lib/RT/Interface/Web.pm line 224 > RT::Interface::Web::HandleRequest('HASH(0x7f7d35bc1ae0)') called at > /usr/share/request-tracker3.8/html/autohandler line 53 > HTML::Mason::Commands::__ANON__ at > /usr/share/perl5/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7f7d35bc1fa8)') > called at /usr/share/perl5/HTML/Mason/Request.pm line 1273 > eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1268 > HTML::Mason::Request::comp(undef, undef, undef) called at > /usr/share/perl5/HTML/Mason/Request.pm line 467 > eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 467 > eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 419 > HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x7f7d35ba14d8)') > called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 165 > HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0x7f7d35ba14d8)') > called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 831 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x7f7d3887fbc8)', > 'Apache2::RequestRec=SCALAR(0x7f7d366a3e20)') called at > /usr/share/request-tracker3.8/libexec/webmux.pl line 78 > eval {...} at /usr/share/request-tracker3.8/libexec/webmux.pl line 78 > RT::Mason::handler('Apache2::RequestRec=SCALAR(0x7f7d366a3e20)') > called at -e line 0 > eval {...} at -e line 0 > > Why does this happen? > -- > Alexey Malov > -- Alexey Malov From peter.nugent at hetg.ie Thu Feb 17 05:35:58 2011 From: peter.nugent at hetg.ie (Peter Nugent) Date: Thu, 17 Feb 2011 10:35:58 -0000 Subject: [rt-users] Recording user/requestor attributes in ticket custom fields Message-ID: <6990D655F21042429255D412BF87F8406A0E9C@ELMO.hcske.local> Hi all, I'm running RT 3.8.7 on Ubuntu 10.04 for a couple of months now so am fairly comfortable with the basics. I'd like to be able to record requestor info in custom fields with a ticket so that when an engineer is assigned the ticket this info can be part of the summary mailed to them. I've read that I can do this via a scrip and already have custom fields being set to default values but I can't figure out what objects(Is this the correct term?) to set my user info custom field to? What I'm asking is pretty much the same as here http://www.gossamer-threads.com/lists/rt/users/98591 but I rather not use the callbacks just yet - I'd like to get my head around scrips and objects/variables first. I found the code below and modified it slightly I can't remember its original function or where I found it for that matter but it was similar to what I was after - I think! Unfortunately I'm not getting anything stored in the Custom Field my $T_Obj = $self->TicketObj; my $requestor_address = $T_Obj->RequestorAddresses; my $cf_value; my $CF_Obj = RT::CustomField->new($self->CurrentUser); my $cf_name = "CSM Name"; #change this to the CF name $requestor_address =~ /(^.+)@([^\.].*\.[a-z]{2,}$)/; $cf_name = $1 $CF_Obj->LoadByName( Name => $cf_name,); $RT::Logger->debug( "Loaded \$CF_Obj->Name = ". $CF_Obj->Name() ."\n" ); $CF_Obj->AddValueForObject( Object => $self->TicketObj,Content => $cf_value, ); return 1; Can someone point me in the right direction is the code I'm using even close? Thanks in advance and let me know if you need more info, Peter Peter Nugent | Technical Director | +353 (0) 45-531262 | +353 (0) 45-940522 Leinster Mills | Osberstown | Naas | Co. Kildare | Ireland | mailto:peter.nugent at hetg.ie | http://www.hetg.ie -------------------------------------------------------------------------- Hibernia Computer Services (KILDARE) T/A Hibernia Evros Technology Group Registered in Ireland No. 425932 Registered Office: Block G, Cherrywood Science & Technology Park, Loughlinstown, Co. Dublin -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: image/jpeg Size: 7240 bytes Desc: not available URL: From l.reimann at metaways.de Thu Feb 17 06:45:34 2011 From: l.reimann at metaways.de (Lars Reimann) Date: Thu, 17 Feb 2011 12:45:34 +0100 Subject: [rt-users] rt-3.8.9: Mason missing Message-ID: <4D5D0A5E.5070404@metaways.de> Hi all, first, thanks for releasing RT-3.8.9. I wanted to try it out immediately but our server environment complains about a missing dependency (Mason): SOME DEPENDENCIES WERE MISSING. STANDALONE missing dependencies: HTTP::Server::Simple::Mason >= 0.14 ...MISSING rt-3.8.8 did not complain about that. My question is, do we have to include that dependency in our system-wide perl (we are using apache as webserver) or can I turn off that check? That would involve rolling out and compiling some new perl packages. thanks in advance, l.r. From polloxx at gmail.com Thu Feb 17 07:50:23 2011 From: polloxx at gmail.com (polloxx) Date: Thu, 17 Feb 2011 13:50:23 +0100 Subject: [rt-users] RT with intranet Message-ID: Dear, We're planning to install an intranet for our company, with knowledge base and complete cms. At the moment we use RT as our ticketing system. We want to integrate this into the intranet. What software do you advise to use in conjunction with RT? Preferable OSS. Thanks, P. From kirby at umbc.edu Thu Feb 17 09:09:29 2011 From: kirby at umbc.edu (Joe Kirby (gmail)) Date: Thu, 17 Feb 2011 09:09:29 -0500 Subject: [rt-users] Still need help on Script if possible Message-ID: <4D5D2C19.1060306@umbc.edu> I submitted a question a week or so ago and I still cannot solve my problem. Please know I have searched the wiki quite a bit and have tried several adaptations of different scenarios to try and achieve my goal. I would like to have a custom field which is set at Transaction time to the Requestors Initial of the Last Name. I have tried using my $RequestorRealName = $self->TicketObj->CreatorObj->RealName; my $RequestorRealName = $Ticket->Requestors->UserMembersObj->First->RealName; # Split the name into an array my @nameArray = split(/\s+/, $RequestorRealName); # Extract the first letter of the last element of the array my $LastInitial = substr(pop(@nameArray), 0, 1); I cannot even get the CF value to become the whole name which makes me think I am not using the correct obj name?? At the risk of being a pain I am resubmitting. Please tolerate my persistence and I will not post again Thanks Joe PS: Here is the code I am using to set the value which I had gotten a while back for another situation and it works fine in my other situation. unless( $self->TicketObj->FirstCustomFieldValue( $CFObj->id ) ) { my( $st, $msg ) = $self->TicketObj->AddCustomFieldValue( Field => $CFObj->id, Value => $RequestorRealName, RecordTransaction => $RecTransaction ); unless( $st ) { $RT::Logger->warning( "Couldn't set $DefaultValue as value for CF $CFName:". $msg ); return undef; } } -- 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 jbaker at wgm.us Thu Feb 17 09:06:03 2011 From: jbaker at wgm.us (Jon Baker) Date: Thu, 17 Feb 2011 08:06:03 -0600 Subject: [rt-users] ModifyTicket/Steal/Take privileges In-Reply-To: References: Message-ID: <9FBC2545-FD3F-49CA-B702-93AB17ACBD08@wgm.us> Thanks for the reply, Kenn - I want the users to be able to be assigned the ticket by the admin, but I don't want them to be able to change any ticket assignments themselves. So Joe is in the Users group, and Sam is in the Admin group. Sam needs to be able to assign ownership of a ticket to Joe. Joe needs to be able to resolve tickets. But Joe should not be able to assign the ticket to anyone else, nor should he be able to steal or take a ticket. I'm going to see if I can figure out a way to do this with a Scrip unless there's some permission voodoo that i'm missing. On Feb 16, 2011, at 8:10 PM, rt-users-request at lists.bestpractical.com wrote: > Jon, > > Remove the right to "OwnTicket" as well as "Steal" and "Take". You can grant > the "ModifyTicket" to that group as well as "ShowTicket" and that way they > can See tickets in a Queue, Modify them, but not Own them. > > Kenn > LBNL -- Jon Baker Systems Administrator Church on the Move 1003 N 129th E Ave Tulsa OK 74116 (918) 234-5656 CONFIDENTIALITY NOTICE: This transmission may be confidential and subject to legal privilege. If you are not the intended recipient of this message, you may not review, disclose, print, copy or disseminate this information. If you have received this in error, please reply and notify the sender (only) and delete the message. Unauthorized interception of this e-mail is a violation of federal criminal law. From falcone at bestpractical.com Thu Feb 17 10:51:33 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 17 Feb 2011 10:51:33 -0500 Subject: [rt-users] Recording user/requestor attributes in ticket custom fields In-Reply-To: <6990D655F21042429255D412BF87F8406A0E9C@ELMO.hcske.local> References: <6990D655F21042429255D412BF87F8406A0E9C@ELMO.hcske.local> Message-ID: <20110217155133.GV70280@jibsheet.com> On Thu, Feb 17, 2011 at 10:35:58AM -0000, Peter Nugent wrote: > Hi all, > > > > I'm running RT 3.8.7 on Ubuntu 10.04 for a couple of months now so am fairly comfortable with > the basics. I'd like to be able to record requestor info in custom fields with a ticket so > that when an engineer is assigned the ticket this info can be part of the summary mailed to > them. > > > > I've read that I can do this via a scrip and already have custom fields being set to default > values but I can't figure out what objects(Is this the correct term?) to set my user info > custom field to? > > > > What I'm asking is pretty much the same as here > [1]http://www.gossamer-threads.com/lists/rt/users/98591 but I rather not use the callbacks > just yet - I'd like to get my head around scrips and objects/variables first. > > > > I found the code below and modified it slightly I can't remember its original function or > where I found it for that matter but it was similar to what I was after - I think! > Unfortunately I'm not getting anything stored in the Custom Field You should be checking the return values of AddValueForObject. my ($ok, $msg) = $CF_Obj etc etc also, review docs/templates.pod for more about what info you can get at in Templates -kevin > my $T_Obj = $self->TicketObj; > > my $requestor_address = $T_Obj->RequestorAddresses; > > my $cf_value; > > my $CF_Obj = RT::CustomField->new($self->CurrentUser); > > my $cf_name = "CSM Name"; #change this to the CF name > > > > $requestor_address =~ /(^.+)@([^\.].*\.[a-z]{2,}$)/; > > $cf_name = $1 > > $CF_Obj->LoadByName( Name => $cf_name,); > > $RT::Logger->debug( "Loaded \$CF_Obj->Name = ". $CF_Obj->Name() ."\n" ); > > $CF_Obj->AddValueForObject( Object => $self->TicketObj,Content => $cf_value, ); > > return 1; > > > > > > Can someone point me in the right direction is the code I'm using even close? > > > > Thanks in advance and let me know if you need more info, > > Peter > > > > > > Peter Nugent | Technical Director | +353 (0) 45-531262 | +353 (0) 45-940522 > > Leinster Mills | Osberstown | Naas | Co. Kildare | Ireland | [2]peter.nugent at hetg.ie | > [3]www.hetg.ie > > > > ---------------------------------------------------------------------------------------------- > > Hibernia Computer Services (KILDARE) T/A Hibernia Evros Technology Group Registered in Ireland > No. 425932 > Registered Office: Block G, Cherrywood Science & Technology Park, Loughlinstown, Co. Dublin > > > > > > References > > Visible links > 1. http://www.gossamer-threads.com/lists/rt/users/98591 > 2. mailto:peter.nugent at hetg.ie > 3. http://www.hetg.ie/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Feb 17 11:09:27 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 17 Feb 2011 11:09:27 -0500 Subject: [rt-users] rt-3.8.9: HTTP::Server::Simple::Mason missing In-Reply-To: <4D5D0A5E.5070404@metaways.de> References: <4D5D0A5E.5070404@metaways.de> Message-ID: <20110217160927.GW70280@jibsheet.com> On Thu, Feb 17, 2011 at 12:45:34PM +0100, Lars Reimann wrote: > Hi all, > > first, thanks for releasing RT-3.8.9. > > I wanted to try it out immediately but our server environment > complains about a missing dependency (Mason): > > SOME DEPENDENCIES WERE MISSING. > STANDALONE missing dependencies: > HTTP::Server::Simple::Mason >= 0.14 ...MISSING > > rt-3.8.8 did not complain about that. > > My question is, do we have to include that dependency in our > system-wide perl (we are using apache as webserver) or can I turn > off that check? > That would involve rolling out and compiling some new perl packages. If you're never going to use the standalone server, you can skip it. It is needed in parallel with the other encoding fixes in RT -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 Feb 17 11:26:09 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 17 Feb 2011 11:26:09 -0500 Subject: [rt-users] Still need help on Script if possible In-Reply-To: <4D5D2C19.1060306@umbc.edu> References: <4D5D2C19.1060306@umbc.edu> Message-ID: <20110217162609.GX70280@jibsheet.com> On Thu, Feb 17, 2011 at 09:09:29AM -0500, Joe Kirby (gmail) wrote: > I submitted a question a week or so ago and I still cannot solve my problem. > > Please know I have searched the wiki quite a bit and have tried several adaptations of > different scenarios to try and achieve my goal. > > I would like to have a custom field which is set at Transaction time to the Requestors Initial > of the Last Name. > > I have tried using > > my $RequestorRealName = $self->TicketObj->CreatorObj->RealName; > my $RequestorRealName = $Ticket->Requestors->UserMembersObj->First->RealName; Use $RT::Logger->warning to tell if you have the right data Also make sure you're still using the error checking code that you paste: unless( $st ) { $RT::Logger->warning( "Couldn't set $DefaultValue as value for CF $CFName:". $msg ); return undef; } -kevin > # Split the name into an array > my @nameArray = split(/\s+/, $RequestorRealName); > # Extract the first letter of the last element of the array > my $LastInitial = substr(pop(@nameArray), 0, 1); > > I cannot even get the CF value to become the whole name which makes me think I am not using > the correct obj name?? > > At the risk of being a pain I am resubmitting. > > Please tolerate my persistence and I will not post again > > Thanks > > Joe > > PS: Here is the code I am using to set the value which I had gotten a while back for another > situation and it works fine in my other situation. > > unless( $self->TicketObj->FirstCustomFieldValue( $CFObj->id ) ) { > my( $st, $msg ) = $self->TicketObj->AddCustomFieldValue( > Field => $CFObj->id, > Value => $RequestorRealName, > RecordTransaction => $RecTransaction ); > unless( $st ) { > $RT::Logger->warning( "Couldn't set $DefaultValue as value for CF $CFName:". $msg ); > return undef; > } > } -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Feb 17 11:26:55 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 17 Feb 2011 11:26:55 -0500 Subject: [rt-users] ModifyTicket/Steal/Take privileges In-Reply-To: <9FBC2545-FD3F-49CA-B702-93AB17ACBD08@wgm.us> References: <9FBC2545-FD3F-49CA-B702-93AB17ACBD08@wgm.us> Message-ID: <20110217162655.GY70280@jibsheet.com> On Thu, Feb 17, 2011 at 08:06:03AM -0600, Jon Baker wrote: > Thanks for the reply, Kenn - I want the users to be able to be > assigned the ticket by the admin, but I don't want them to be able > to change any ticket assignments themselves. So Joe is in the Users > group, and Sam is in the Admin group. Sam needs to be able to > assign ownership of a ticket to Joe. Joe needs to be able to > resolve tickets. But Joe should not be able to assign the ticket to > anyone else, nor should he be able to steal or take a ticket. > > I'm going to see if I can figure out a way to do this with a Scrip unless there's some permission voodoo that i'm missing. ModifyTicket implies being able to change the owner, so you'll need to enforce your no-changes rule elsewhere -kevin > On Feb 16, 2011, at 8:10 PM, rt-users-request at lists.bestpractical.com wrote: > > > Jon, > > > > Remove the right to "OwnTicket" as well as "Steal" and "Take". You can grant > > the "ModifyTicket" to that group as well as "ShowTicket" and that way they > > can See tickets in a Queue, Modify them, but not Own them. > > > > Kenn > > LBNL > > -- > Jon Baker > Systems Administrator > Church on the Move > 1003 N 129th E Ave > Tulsa OK 74116 > (918) 234-5656 > > > > > CONFIDENTIALITY NOTICE: This transmission may be confidential and subject to legal privilege. If you are not the intended recipient of this message, you may not review, disclose, print, copy or disseminate this information. If you have received this in error, please reply and notify the sender (only) and delete the message. Unauthorized interception of this e-mail is a violation of federal criminal law. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Feb 17 11:28:19 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 17 Feb 2011 11:28:19 -0500 Subject: [rt-users] Custom Fields: Deleting Values In-Reply-To: <0F5FC019E0CDF3459EE1B8D44E85072745438747A5@BNE-EXCH.coloradogroup.com.au> References: <0F5FC019E0CDF3459EE1B8D44E85072745438747A5@BNE-EXCH.coloradogroup.com.au> Message-ID: <20110217162819.GZ70280@jibsheet.com> On Thu, Feb 17, 2011 at 12:00:29PM +1000, Joanne Keown wrote: > I am having the devil of a job deleting values from Custom Fields. Sometimes it works and > other times I can select the value to be deleted many, many times and it just won't activate. This sounds like a bug we fixed a while ago. 3.8.7 is over a year old at this point, and we've certainly fixed a lot of things since then. -kevin > The custom field has been set up per the below: > > > > > > And the values I am working with look like the below: > > > > > > Is there a bug with this function or is there some trick to it? Looking forward to some > insight if others have had this issue before. > > > > Kind regards > > > > Jo > > > > > > > > ____________________________________________________________________________________________________________ > > This email and any attachments are confidential and intended for use by the addressee only. > If you are not the intended recipient, please delete it and destroy any copies. > > No part of this email may be reproduced, adapted or transmitted without the written permission > of the owner of the copyright or other intellectual property in it. > > COLORADO group does not accept liability for loss or damage caused by this email, for example > by a computer virus or arising from data corruption, delay, interruption, unauthorised access > or any other thing. > ____________________________________________________________________________________________________________ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Feb 17 11:30:09 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 17 Feb 2011 11:30:09 -0500 Subject: [rt-users] Filter Tickets on LastUpdatedBy <> InternalUser In-Reply-To: <20110216162332.33108q76pz3g88sg@webmail.oregonstate.edu> References: <20110216162332.33108q76pz3g88sg@webmail.oregonstate.edu> Message-ID: <20110217163009.GA70280@jibsheet.com> On Wed, Feb 16, 2011 at 04:23:32PM -0800, Lee Hughes wrote: > I've seen lots of requests for this in the archives but couldn't > find an easy solution. I'm looking for the TicketSQL syntax to only > show tickets where the LastUpdatedBy is not an RT user; i.e., the > ticket has been updated by an external party and therefore needs our > attention. > > Any help or ideas are greatly appreciated. Unfortunately, there isn't syntax for that in TicketSQL I customize my searches to display the LastUpdateBy and Told columns, but I also get email about updates so I know when I need to reply. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From peter.nugent at hetg.ie Thu Feb 17 12:04:30 2011 From: peter.nugent at hetg.ie (Peter Nugent) Date: Thu, 17 Feb 2011 17:04:30 -0000 Subject: [rt-users] Recording user/requestor attributes in ticket custom fields References: <6990D655F21042429255D412BF87F8406A0E9C@ELMO.hcske.local> <20110217155133.GV70280@jibsheet.com> Message-ID: <6990D655F21042429255D412BF87F8406A0EB2@ELMO.hcske.local> Hi Kevin, Thanks for replying so quickly I've read docs/templates.pod and now have the requestor email address in the being returned in the mail. I'm not so hot on the code though I just copied, pasted and swopped a few obvious variables. I'm a bit lost when you say "You should be checking the return values of AddValueForObject. my ($ok, $msg) = $CF_Obj etc etc" How do I even start to go about doing that? I've started to try teach myself some basic Perl am I on the right track? Thanks again, Peter Peter Nugent | Technical Director | +353 (0) 45-531262 | +353 (0) 45-940522 Leinster Mills | Osberstown | Naas | Co. Kildare | Ireland | mailto:peter.nugent at hetg.ie | http://www.hetg.ie -------------------------------------------------------------------------- Hibernia Computer Services (KILDARE) T/A Hibernia Evros Technology Group Registered in Ireland No. 425932 Registered Office: Block G, Cherrywood Science & Technology Park, Loughlinstown, Co. Dublin -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: 17 February 2011 15:52 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Recording user/requestor attributes in ticket custom fields On Thu, Feb 17, 2011 at 10:35:58AM -0000, Peter Nugent wrote: > Hi all, > > > > I'm running RT 3.8.7 on Ubuntu 10.04 for a couple of months now so am fairly comfortable with > the basics. I'd like to be able to record requestor info in custom fields with a ticket so > that when an engineer is assigned the ticket this info can be part of the summary mailed to > them. > > > > I've read that I can do this via a scrip and already have custom fields being set to default > values but I can't figure out what objects(Is this the correct term?) to set my user info > custom field to? > > > > What I'm asking is pretty much the same as here > [1]http://www.gossamer-threads.com/lists/rt/users/98591 but I rather not use the callbacks > just yet - I'd like to get my head around scrips and objects/variables first. > > > > I found the code below and modified it slightly I can't remember its original function or > where I found it for that matter but it was similar to what I was after - I think! > Unfortunately I'm not getting anything stored in the Custom Field You should be checking the return values of AddValueForObject. my ($ok, $msg) = $CF_Obj etc etc also, review docs/templates.pod for more about what info you can get at in Templates -kevin > my $T_Obj = $self->TicketObj; > > my $requestor_address = $T_Obj->RequestorAddresses; > > my $cf_value; > > my $CF_Obj = RT::CustomField->new($self->CurrentUser); > > my $cf_name = "CSM Name"; #change this to the CF name > > > > $requestor_address =~ /(^.+)@([^\.].*\.[a-z]{2,}$)/; > > $cf_name = $1 > > $CF_Obj->LoadByName( Name => $cf_name,); > > $RT::Logger->debug( "Loaded \$CF_Obj->Name = ". $CF_Obj->Name() > ."\n" ); > > $CF_Obj->AddValueForObject( Object => $self->TicketObj,Content => > $cf_value, ); > > return 1; > > > > > > Can someone point me in the right direction is the code I'm using even close? > > > > Thanks in advance and let me know if you need more info, > > Peter > > > > > > Peter Nugent | Technical Director | +353 (0) 45-531262 | +353 (0) > 45-940522 > > Leinster Mills | Osberstown | Naas | Co. Kildare | Ireland | [2]peter.nugent at hetg.ie | > [3]www.hetg.ie > > > > > ---------------------------------------------------------------------- > ------------------------ > > Hibernia Computer Services (KILDARE) T/A Hibernia Evros Technology Group Registered in Ireland > No. 425932 > Registered Office: Block G, Cherrywood Science & Technology Park, > Loughlinstown, Co. Dublin > > > > > > References > > Visible links > 1. http://www.gossamer-threads.com/lists/rt/users/98591 > 2. mailto:peter.nugent at hetg.ie > 3. http://www.hetg.ie/ From falcone at bestpractical.com Thu Feb 17 12:09:06 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 17 Feb 2011 12:09:06 -0500 Subject: [rt-users] Recording user/requestor attributes in ticket custom fields In-Reply-To: <6990D655F21042429255D412BF87F8406A0EB2@ELMO.hcske.local> References: <6990D655F21042429255D412BF87F8406A0E9C@ELMO.hcske.local> <20110217155133.GV70280@jibsheet.com> <6990D655F21042429255D412BF87F8406A0EB2@ELMO.hcske.local> Message-ID: <20110217170906.GB70280@jibsheet.com> On Thu, Feb 17, 2011 at 05:04:30PM -0000, Peter Nugent wrote: > Hi Kevin, > > Thanks for replying so quickly I've read docs/templates.pod and now have > the requestor email address in the being returned in the mail. I'm not > so hot on the code though I just copied, pasted and swopped a few > obvious variables. I'm a bit lost when you say > > "You should be checking the return values of AddValueForObject. > my ($ok, $msg) = $CF_Obj etc etc" > > How do I even start to go about doing that? I've started to try teach > myself some basic Perl am I on the right track? The line you quoted was me showing you how to check the return values. Warn them out in an $RT::Logger->error() call -kevin > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > Falcone > Sent: 17 February 2011 15:52 > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Recording user/requestor attributes in ticket > custom fields > > On Thu, Feb 17, 2011 at 10:35:58AM -0000, Peter Nugent wrote: > > Hi all, > > > > > > > > I'm running RT 3.8.7 on Ubuntu 10.04 for a couple of months now so > am fairly comfortable with > > the basics. I'd like to be able to record requestor info in custom > fields with a ticket so > > that when an engineer is assigned the ticket this info can be part > of the summary mailed to > > them. > > > > > > > > I've read that I can do this via a scrip and already have custom > fields being set to default > > values but I can't figure out what objects(Is this the correct > term?) to set my user info > > custom field to? > > > > > > > > What I'm asking is pretty much the same as here > > [1]http://www.gossamer-threads.com/lists/rt/users/98591 but I > rather not use the callbacks > > just yet - I'd like to get my head around scrips and > objects/variables first. > > > > > > > > I found the code below and modified it slightly I can't remember > its original function or > > where I found it for that matter but it was similar to what I was > after - I think! > > Unfortunately I'm not getting anything stored in the Custom Field > > You should be checking the return values of AddValueForObject. > my ($ok, $msg) = $CF_Obj etc etc > also, review docs/templates.pod for more about what info you can get at > in Templates > > -kevin > > > my $T_Obj = $self->TicketObj; > > > > my $requestor_address = $T_Obj->RequestorAddresses; > > > > my $cf_value; > > > > my $CF_Obj = RT::CustomField->new($self->CurrentUser); > > > > my $cf_name = "CSM Name"; #change this to the CF name > > > > > > > > $requestor_address =~ /(^.+)@([^\.].*\.[a-z]{2,}$)/; > > > > $cf_name = $1 > > > > $CF_Obj->LoadByName( Name => $cf_name,); > > > > $RT::Logger->debug( "Loaded \$CF_Obj->Name = ". $CF_Obj->Name() > > ."\n" ); > > > > $CF_Obj->AddValueForObject( Object => $self->TicketObj,Content => > > $cf_value, ); > > > > return 1; > > > > > > > > > > > > Can someone point me in the right direction is the code I'm using > even close? > > > > > > > > Thanks in advance and let me know if you need more info, > > > > Peter > > > > > > > > > > > > Peter Nugent | Technical Director | +353 (0) 45-531262 | +353 (0) > > 45-940522 > > > > Leinster Mills | Osberstown | Naas | Co. Kildare | Ireland | > [2]peter.nugent at hetg.ie | > > [3]www.hetg.ie > > > > > > > > > > ---------------------------------------------------------------------- > > ------------------------ > > > > Hibernia Computer Services (KILDARE) T/A Hibernia Evros Technology > Group Registered in Ireland > > No. 425932 > > Registered Office: Block G, Cherrywood Science & Technology Park, > > Loughlinstown, Co. Dublin > > > > > > > > > > > > References > > > > Visible links > > 1. http://www.gossamer-threads.com/lists/rt/users/98591 > > 2. mailto:peter.nugent at hetg.ie > > 3. http://www.hetg.ie/ > > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jbaker at wgm.us Thu Feb 17 12:05:41 2011 From: jbaker at wgm.us (Jon Baker) Date: Thu, 17 Feb 2011 11:05:41 -0600 Subject: [rt-users] A way to skip a global scrip in one queue? Message-ID: Never mind, I found it here at the bottom - http://requesttracker.wikia.com/wiki/Template -- Jon Baker Systems Administrator Church on the Move 1003 N 129th E Ave Tulsa OK 74116 (918) 234-5656 CONFIDENTIALITY NOTICE: This transmission may be confidential and subject to legal privilege. If you are not the intended recipient of this message, you may not review, disclose, print, copy or disseminate this information. If you have received this in error, please reply and notify the sender (only) and delete the message. Unauthorized interception of this e-mail is a violation of federal criminal law. From kfcrocker at lbl.gov Thu Feb 17 12:43:48 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 17 Feb 2011 09:43:48 -0800 Subject: [rt-users] How best to allow anyone to access, create tickets and respond to their own tickets In-Reply-To: References: Message-ID: Adrian, You determine how "Good" it is buy the way you grant privileges. The mistake made by most is to grant way too many privileges on a Global basis coupled with granting privileges to individual users as opposed to "Queue" level privileges for specific user-defined groups. With RT, you can create any number of groups with privileges that vary according to the queue they will be sending/working on tickets in. You can have the same user belong to several groups, each with different privileges for different Queues. It really is up to you. We have Queues that restrict who can create tickets, see the Queue, see the tickets, reply, own, modify, etc. So we grant very few rights Globally and allow the managers of each Queue to decide how and what type of access they want to their respective Queues. Do you have a consistent policy or philosophy for access/security to the Queues in your RT installation? Hope this helps. Kenn LBNL On Wed, Feb 16, 2011 at 11:47 PM, Adrian Stel wrote: > Hi, > > > The only remaining question is how best to allow anyone to access, > create tickets and respond to their own tickets. Do you happen to > know if RT supports an auto account creating feature? If so, how does > it work? > > > > Solution this is not good: > > Anyone can view the public queues and tickets by logging in as the > 'guest' user with the password 'readonly'. > > :) > > Best Regards > Adrian > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Thu Feb 17 12:47:09 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 17 Feb 2011 09:47:09 -0800 Subject: [rt-users] Scrip ordering In-Reply-To: <2437DA37D3AF87429F50B1FBE01C973C0474D58C@MASERVER1.nextjump.com> References: <2437DA37D3AF87429F50B1FBE01C973C0474D1C5@MASERVER1.nextjump.com> <2437DA37D3AF87429F50B1FBE01C973C0474D58C@MASERVER1.nextjump.com> Message-ID: Bernard, We have some notifications that use templates that display CF info that is being modified during the transaction. So, if the notification is just displaying "Ticket" metadata that isn't being modified by any other scrip, we use TransCreate. Otherwise, we use TransBatch for all other scrips and name them so that they execute in the desired order. Hope this helps. Kenn LBNL On Wed, Feb 16, 2011 at 8:04 PM, Bernard McCormack wrote: > I tried transaction create with the descriptions set to define the order, I > tried transaction batch and I tried the read on transaction create and then > the displaying of the value in the transaction batch. The value is getting > set but it appears unset during the execution chain. > > > > *From:* rt-users-bounces at lists.bestpractical.com [mailto: > rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth Crocker > *Sent:* Wednesday, February 16, 2011 12:18 PM > *To:* rt-users at lists.bestpractical.com > *Subject:* Re: [rt-users] Scrip ordering > > > > Bernard, > > Are you using "TransactionBatch"? > > Kenn > LBNL > > On Wed, Feb 16, 2011 at 2:49 AM, Bernard McCormack < > bmccormack at nextjump.com> wrote: > > I am extracting custom values from emails using > RT-Extension-ExtractCustomFieldValues and I want to use the value in the > next step to decide the format of the email sent to the users. > > The transactions according to the logs are both firing in the correct order > in Transaction Create > > I am accessing the cf using: > > $Ticket->FirstCustomFieldValue('Priority') > > This works on another transaction but when chained together it doesn?t have > the value set. > > Any help would be appreciated. > > > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jbaker at wgm.us Thu Feb 17 12:03:54 2011 From: jbaker at wgm.us (Jon Baker) Date: Thu, 17 Feb 2011 11:03:54 -0600 Subject: [rt-users] A way to skip a global scrip in one queue? In-Reply-To: References: Message-ID: I have an RT system running about 25 queues. I have a global scrip that runs On Correspond to notify the requestor with the default Correspondence template. I have one queue that I'd like to use a different template (to have a specific message in addition to the update). The only way I see to do this is to remove the global scrip, and then enter it into each of the 24 queues that I want to keep it, then place the slightly modified one into the new queue. But that seems like a pain to manage, so I was wondering if there's a way to prevent a global scrip from running in a single queue? ~jon CONFIDENTIALITY NOTICE: This transmission may be confidential and subject to legal privilege. If you are not the intended recipient of this message, you may not review, disclose, print, copy or disseminate this information. If you have received this in error, please reply and notify the sender (only) and delete the message. Unauthorized interception of this e-mail is a violation of federal criminal law. From kfcrocker at lbl.gov Thu Feb 17 13:00:09 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 17 Feb 2011 10:00:09 -0800 Subject: [rt-users] ModifyTicket/Steal/Take privileges In-Reply-To: <20110217162655.GY70280@jibsheet.com> References: <9FBC2545-FD3F-49CA-B702-93AB17ACBD08@wgm.us> <20110217162655.GY70280@jibsheet.com> Message-ID: Jon, Well, here's a thought. 1) For each Queue you want this type of situation, either make the "assigner" the AdminCc, or create a group for just those users allowed to assign tickets. 2) Then create scrip for that Queue that is conditioned by "ChangeOwner" and in the action section, check to see that the actor of this transaction is in that "Assigner" group or that they are the AdminCc. If they are, allow the change. If not, change the owner back. That might work. Kenn LBNL On Thu, Feb 17, 2011 at 8:26 AM, Kevin Falcone wrote: > On Thu, Feb 17, 2011 at 08:06:03AM -0600, Jon Baker wrote: > > Thanks for the reply, Kenn - I want the users to be able to be > > assigned the ticket by the admin, but I don't want them to be able > > to change any ticket assignments themselves. So Joe is in the Users > > group, and Sam is in the Admin group. Sam needs to be able to > > assign ownership of a ticket to Joe. Joe needs to be able to > > resolve tickets. But Joe should not be able to assign the ticket to > > anyone else, nor should he be able to steal or take a ticket. > > > > I'm going to see if I can figure out a way to do this with a Scrip unless > there's some permission voodoo that i'm missing. > > ModifyTicket implies being able to change the owner, so you'll need to > enforce your no-changes rule elsewhere > > -kevin > > > On Feb 16, 2011, at 8:10 PM, rt-users-request at lists.bestpractical.comwrote: > > > > > Jon, > > > > > > Remove the right to "OwnTicket" as well as "Steal" and "Take". You can > grant > > > the "ModifyTicket" to that group as well as "ShowTicket" and that way > they > > > can See tickets in a Queue, Modify them, but not Own them. > > > > > > Kenn > > > LBNL > > > > -- > > Jon Baker > > Systems Administrator > > Church on the Move > > 1003 N 129th E Ave > > Tulsa OK 74116 > > (918) 234-5656 > > > > > > > > > > CONFIDENTIALITY NOTICE: This transmission may be confidential and subject > to legal privilege. If you are not the intended recipient of this message, > you may not review, disclose, print, copy or disseminate this information. > If you have received this in error, please reply and notify the sender > (only) and delete the message. Unauthorized interception of this e-mail is a > violation of federal criminal law. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Thu Feb 17 13:05:59 2011 From: ktm at rice.edu (Kenneth Marshall) Date: Thu, 17 Feb 2011 12:05:59 -0600 Subject: [rt-users] A way to skip a global scrip in one queue? In-Reply-To: References: Message-ID: <20110217180559.GE24940@aart.is.rice.edu> On Thu, Feb 17, 2011 at 11:03:54AM -0600, Jon Baker wrote: > I have an RT system running about 25 queues. I have a global scrip that runs On Correspond to notify the requestor with the default Correspondence template. > > I have one queue that I'd like to use a different template (to have a specific message in addition to the update). The only way I see to do this is to remove the global scrip, and then enter it into each of the 24 queues that I want to keep it, then place the slightly modified one into the new queue. But that seems like a pain to manage, so I was wondering if there's a way to prevent a global scrip from running in a single queue? > > ~jon > You can use a queue specific template to override the global one of the same name. *I think.* Ken From kfcrocker at lbl.gov Thu Feb 17 13:06:08 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 17 Feb 2011 10:06:08 -0800 Subject: [rt-users] Custom Fields: Deleting Values In-Reply-To: <20110217162819.GZ70280@jibsheet.com> References: <0F5FC019E0CDF3459EE1B8D44E85072745438747A5@BNE-EXCH.coloradogroup.com.au> <20110217162819.GZ70280@jibsheet.com> Message-ID: Jo, Can you list what rights you assigned to groups/Queues for those CF's? We have 3.8.7 and have not had this happen to us at all. You might find that the rights to "AdminCustomField" are set one way for a group (Config->CustomFIelds->Select->Group Rights) are different than for the Queue where this is happening. Anyway, just a thought. Kenn LBNL On Thu, Feb 17, 2011 at 8:28 AM, Kevin Falcone wrote: > On Thu, Feb 17, 2011 at 12:00:29PM +1000, Joanne Keown wrote: > > I am having the devil of a job deleting values from Custom Fields. > Sometimes it works and > > other times I can select the value to be deleted many, many times and > it just won't activate. > > This sounds like a bug we fixed a while ago. 3.8.7 is over a year old > at this point, and we've certainly fixed a lot of things since then. > > -kevin > > > The custom field has been set up per the below: > > > > > > > > > > > > And the values I am working with look like the below: > > > > > > > > > > > > Is there a bug with this function or is there some trick to it? > Looking forward to some > > insight if others have had this issue before. > > > > > > > > Kind regards > > > > > > > > Jo > > > > > > > > > > > > > > > > > ____________________________________________________________________________________________________________ > > > > This email and any attachments are confidential and intended for use > by the addressee only. > > If you are not the intended recipient, please delete it and destroy > any copies. > > > > No part of this email may be reproduced, adapted or transmitted > without the written permission > > of the owner of the copyright or other intellectual property in it. > > > > COLORADO group does not accept liability for loss or damage caused by > this email, for example > > by a computer virus or arising from data corruption, delay, > interruption, unauthorised access > > or any other thing. > > > ____________________________________________________________________________________________________________ > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From l.reimann at metaways.de Thu Feb 17 13:08:50 2011 From: l.reimann at metaways.de (Lars Reimann) Date: Thu, 17 Feb 2011 19:08:50 +0100 Subject: [rt-users] rt-3.8.9: HTTP::Server::Simple::Mason missing In-Reply-To: <20110217160927.GW70280@jibsheet.com> References: <4D5D0A5E.5070404@metaways.de> <20110217160927.GW70280@jibsheet.com> Message-ID: <4D5D6432.6000406@metaways.de> Hi kevin, how can I skip it then? ;) greetings, l.r. On 02/17/2011 05:09 PM, Kevin Falcone wrote: > On Thu, Feb 17, 2011 at 12:45:34PM +0100, Lars Reimann wrote: >> Hi all, >> >> first, thanks for releasing RT-3.8.9. >> >> I wanted to try it out immediately but our server environment >> complains about a missing dependency (Mason): >> >> SOME DEPENDENCIES WERE MISSING. >> STANDALONE missing dependencies: >> HTTP::Server::Simple::Mason>= 0.14 ...MISSING >> >> rt-3.8.8 did not complain about that. >> >> My question is, do we have to include that dependency in our >> system-wide perl (we are using apache as webserver) or can I turn >> off that check? >> That would involve rolling out and compiling some new perl packages. > If you're never going to use the standalone server, you can skip it. > It is needed in parallel with the other encoding fixes in RT > > -kevin -- Lars Reimann System Engineer Metaways Infosystems GmbH Pickhuben 2, 20457 Hamburg Tel: +49 (0)40 31 70 31 - 527 Fax: +49 (0)40 31 70 31 - 927 l.reimann at metaways.de www.metaways.de Metaways und das Tine 2.0 Team auf der CeBIT in Hannover ? Besuchen Sie uns in der Zeit vom 01. bis 05. M?rz 2011 im Open Source Park in der Halle 2 am Stand D44. Wir freuen uns auf Ihren Besuch! Metaways Infosystems GmbH - Sitz: D-22967 Tremsb?ttel Handelsregister: Amtsgericht L?beck, HRB 4508 AH Gesch?ftsf?hrung: Hermann Thaele, L?der-H. Thaele From kfcrocker at lbl.gov Thu Feb 17 13:12:39 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Thu, 17 Feb 2011 10:12:39 -0800 Subject: [rt-users] Recording user/requestor attributes in ticket custom fields In-Reply-To: <6990D655F21042429255D412BF87F8406A0E9C@ELMO.hcske.local> References: <6990D655F21042429255D412BF87F8406A0E9C@ELMO.hcske.local> Message-ID: Peter, What User values do you want to save from the Requestor (I assume they are on the User Table) and what are the corresponding Custom Fields for each of those values and what "type" did you set the CF's at? Kenn LBNL On Thu, Feb 17, 2011 at 2:35 AM, Peter Nugent wrote: > Hi all, > > > > I?m running RT 3.8.7 on Ubuntu 10.04 for a couple of months now so am > fairly comfortable with the basics. I?d like to be able to record requestor > info in custom fields with a ticket so that when an engineer is assigned the > ticket this info can be part of the summary mailed to them. > > > > I?ve read that I can do this via a scrip and already have custom fields > being set to default values but I can?t figure out what objects(Is this the > correct term?) to set my user info custom field to? > > > > What I?m asking is pretty much the same as here > http://www.gossamer-threads.com/lists/rt/users/98591 but I rather not use > the callbacks just yet ? I?d like to get my head around scrips and > objects/variables first. > > > > I found the code below and modified it slightly I can?t remember its > original function or where I found it for that matter but it was similar to > what I was after ? I think! Unfortunately I?m not getting anything stored in > the Custom Field > > > > my $T_Obj = $self->TicketObj; > > my $requestor_address = $T_Obj->RequestorAddresses; > > my $cf_value; > > my $CF_Obj = RT::CustomField->new($self->CurrentUser); > > my $cf_name = "CSM Name"; #change this to the CF name > > > > $requestor_address =~ /(^.+)@([^\.].*\.[a-z]{2,}$)/; > > $cf_name = $1 > > $CF_Obj->LoadByName( Name => $cf_name,); > > $RT::Logger->debug( "Loaded \$CF_Obj->Name = ". $CF_Obj->Name() ."\n" ); > > $CF_Obj->AddValueForObject( Object => $self->TicketObj,Content => > $cf_value, ); > > return 1; > > > > > > Can someone point me in the right direction is the code I?m using even > close? > > > > Thanks in advance and let me know if you need more info, > > Peter > > > > > > *Peter Nugent* | Technical Director | +353 (0) 45-531262 | +353 (0) > 45-940522 > > Leinster Mills | Osberstown | Naas | Co. Kildare | Ireland | > peter.nugent at hetg.ie | www.hetg.ie > > > > ------------------------------ > > Hibernia Computer Services (KILDARE) T/A Hibernia Evros Technology Group > Registered in Ireland No. 425932 > Registered Office: Block G, Cherrywood Science & Technology Park, > Loughlinstown, Co. Dublin > > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jbaker at wgm.us Thu Feb 17 11:55:55 2011 From: jbaker at wgm.us (Jon Baker) Date: Thu, 17 Feb 2011 10:55:55 -0600 Subject: [rt-users] ModifyTicket/Steal/Take privileges In-Reply-To: References: Message-ID: I was able to sort of hack it into resetting the ownership if someone outside of the group attempts to change it. I created a scrip on "Owner Change" with the following custom action: my $GroupObj = RT::Group->new( $RT::SystemUser ); $GroupObj->LoadUserDefinedGroup( 'IT Admin' ); my $PrincipalObj = RT::Principal->new( $RT::SystemUser ); $PrincipalObj->Load( $self->TransactionObj->Creator ); if($GroupObj->HasMemberRecursively($PrincipalObj)) { # IT Admin is allowed to change the owner. return; } else { if ($self->TransactionObj->Creator != 1) { # User 1 is the RT system, if we've recursed into here we don't want to do it again $self->TicketObj->SetOwner($self->TransactionObj->OldValue,'Force'); } } Looks like that is doing the job. > I am trying to set up a group in a queue that has the ability to change the status but not the owner; i.e. can't steal/take it (a different group is assigning tickets to them and they're not allowed to get out of it) but they need to be able to resolve their own tickets. > > It seems to me that Steal and Take are subsets of ModifyTicket (i.e, if you have ModifyTicket you implicitly have Steal and Take) but I can't figure out how to separate ownership changes from status changes. Is this possible? > > Thanks - -- Jon Baker Systems Administrator Church on the Move 1003 N 129th E Ave Tulsa OK 74116 (918) 234-5656 CONFIDENTIALITY NOTICE: This transmission may be confidential and subject to legal privilege. If you are not the intended recipient of this message, you may not review, disclose, print, copy or disseminate this information. If you have received this in error, please reply and notify the sender (only) and delete the message. Unauthorized interception of this e-mail is a violation of federal criminal law. From jbaker at wgm.us Thu Feb 17 13:14:14 2011 From: jbaker at wgm.us (Jon Baker) Date: Thu, 17 Feb 2011 12:14:14 -0600 Subject: [rt-users] A way to skip a global scrip in one queue? In-Reply-To: <20110217180559.GE24940@aart.is.rice.edu> References: <20110217180559.GE24940@aart.is.rice.edu> Message-ID: Perfect, that did work! Very cool! On Feb 17, 2011, at 12:05 PM, Kenneth Marshall wrote: >> I have an RT system running about 25 queues. I have a global scrip that runs On Correspond to notify the requestor with the default Correspondence template. >> >> I have one queue that I'd like to use a different template (to have a specific message in addition to the update). The only way I see to do this is to remove the global scrip, and then enter it into each of the 24 queues that I want to keep it, then place the slightly modified one into the new queue. But that seems like a pain to manage, so I was wondering if there's a way to prevent a global scrip from running in a single queue? >> >> ~jon >> > > You can use a queue specific template to override the global > one of the same name. *I think.* > > Ken -- Jon Baker Systems Administrator Church on the Move 1003 N 129th E Ave Tulsa OK 74116 (918) 234-5656 CONFIDENTIALITY NOTICE: This transmission may be confidential and subject to legal privilege. If you are not the intended recipient of this message, you may not review, disclose, print, copy or disseminate this information. If you have received this in error, please reply and notify the sender (only) and delete the message. Unauthorized interception of this e-mail is a violation of federal criminal law. From jbaker at wgm.us Thu Feb 17 13:18:32 2011 From: jbaker at wgm.us (Jon Baker) Date: Thu, 17 Feb 2011 12:18:32 -0600 Subject: [rt-users] ModifyTicket/Steal/Take privileges In-Reply-To: References: Message-ID: That's what I ended up doing and it looks like it's working great. Here's the scrip action that I ended up using in case anyone else is looking for the solution: my $GroupObj = RT::Group->new( $RT::SystemUser ); $GroupObj->LoadUserDefinedGroup( 'IT Admin' ); my $PrincipalObj = RT::Principal->new( $RT::SystemUser ); $PrincipalObj->Load( $self->TransactionObj->Creator ); if($GroupObj->HasMemberRecursively($PrincipalObj)) { # IT Admin is allowed to change the owner. return; } else { if ($self->TransactionObj->Creator != 1) { # User 1 is the RT system, if we've recursed into here we don't want to do it again $self->TicketObj->SetOwner($self->TransactionObj->OldValue,'Force'); } } On Feb 17, 2011, at 12:13 PM, rt-users-request at lists.bestpractical.com wrote: > Jon, > > Well, here's a thought. > > 1) For each Queue you want this type of situation, either make the > "assigner" the AdminCc, or create a group for just those users allowed to > assign tickets. > 2) Then create scrip for that Queue that is conditioned by "ChangeOwner" and > in the action section, check to see that the actor of this transaction is in > that "Assigner" group or that they are the AdminCc. If they are, allow the > change. If not, change the owner back. > > That might work. > > Kenn > LBNL -- Jon Baker Systems Administrator Church on the Move 1003 N 129th E Ave Tulsa OK 74116 (918) 234-5656 CONFIDENTIALITY NOTICE: This transmission may be confidential and subject to legal privilege. If you are not the intended recipient of this message, you may not review, disclose, print, copy or disseminate this information. If you have received this in error, please reply and notify the sender (only) and delete the message. Unauthorized interception of this e-mail is a violation of federal criminal law. From Raed.El-Hames at daisygroupplc.com Thu Feb 17 13:40:30 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Thu, 17 Feb 2011 18:40:30 +0000 Subject: [rt-users] ModifyTicket/Steal/Take privileges In-Reply-To: References: Message-ID: <892593C9CA8E25458C440A63DDC6774D0BFC74@DG-HEXMBX02.daisy.group> Jon: Another way to achieve what you want and eliminate having to set owner then revoke it via the script is by modifying /Elements/SelectOwner Just get it to return the owner name as a string if the $session{'CurrentUser'} is not a member of the IT Admin group. Else If CurrentUser IT Admin then display the Owners dropdown. The only reason I am suggesting this, is because many times my users do not realise an action have been rolled back automatically via the system. Regards; Roy > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Jon Baker > Sent: 17 February 2011 18:19 > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] ModifyTicket/Steal/Take privileges > > That's what I ended up doing and it looks like it's working great. Here's > the scrip action that I ended up using in case anyone else is looking for > the solution: > > my $GroupObj = RT::Group->new( $RT::SystemUser ); > $GroupObj->LoadUserDefinedGroup( 'IT Admin' ); > my $PrincipalObj = RT::Principal->new( $RT::SystemUser ); > $PrincipalObj->Load( $self->TransactionObj->Creator ); > > if($GroupObj->HasMemberRecursively($PrincipalObj)) { > # IT Admin is allowed to change the owner. > return; > } else { > if ($self->TransactionObj->Creator != 1) { > # User 1 is the RT system, if we've recursed into here we don't want to > do it again > $self->TicketObj->SetOwner($self->TransactionObj->OldValue,'Force'); > } > } > > On Feb 17, 2011, at 12:13 PM, rt-users-request at lists.bestpractical.com > wrote: > > > Jon, > > > > Well, here's a thought. > > > > 1) For each Queue you want this type of situation, either make the > > "assigner" the AdminCc, or create a group for just those users allowed > to > > assign tickets. > > 2) Then create scrip for that Queue that is conditioned by "ChangeOwner" > and > > in the action section, check to see that the actor of this transaction > is in > > that "Assigner" group or that they are the AdminCc. If they are, allow > the > > change. If not, change the owner back. > > > > That might work. > > > > Kenn > > LBNL > > -- > Jon Baker > Systems Administrator > Church on the Move > 1003 N 129th E Ave > Tulsa OK 74116 > (918) 234-5656 > > > > > CONFIDENTIALITY NOTICE: This transmission may be confidential and subject > to legal privilege. If you are not the intended recipient of this > message, you may not review, disclose, print, copy or disseminate this > information. If you have received this in error, please reply and notify > the sender (only) and delete the message. Unauthorized interception of > this e-mail is a violation of federal criminal law. From vance_walsh at concordacademy.org Thu Feb 17 13:43:48 2011 From: vance_walsh at concordacademy.org (Vance Walsh) Date: Thu, 17 Feb 2011 13:43:48 -0500 Subject: [rt-users] Error Upgrading to 3.8.9 Message-ID: Heya folks, Ran wget http://download.bestpractical.com/pub/rt/release/rt-3.8.9.tar.gz gtar -xzf rt-3.8.9.tar.gz Then when I try to make the upgrade after backing up. # make upgrade make: /Users/falcone/perl5/perlbrew/bin/perl: Command not found /Users/falcone/perl5/perlbrew/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql make: /Users/falcone/perl5/perlbrew/bin/perl: Command not found make: *** [testdeps] Error 127 Kevin why can't I get to the files on your machine? Help if you would? --- Vance Walsh Network and Systems Administrator Concord Academy - Concord, Mass. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Thu Feb 17 13:45:31 2011 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 17 Feb 2011 13:45:31 -0500 Subject: [rt-users] Error Upgrading to 3.8.9 In-Reply-To: References: Message-ID: <20110217184531.GH21603@bestpractical.com> On Thu, Feb 17, 2011 at 01:43:48PM -0500, Vance Walsh wrote: > Heya folks, > > Ran wget http://download.bestpractical.com/pub/rt/release/rt-3.8.9.tar.gz > > gtar -xzf rt-3.8.9.tar.gz > > Then when I try to make the upgrade after backing up. It looks like you might not have run ./configure. Were you working from the recipe in the README? Best, Jesse > > # make upgrade > make: /Users/falcone/perl5/perlbrew/bin/perl: Command not found > /Users/falcone/perl5/perlbrew/bin/perl ./sbin/rt-test-dependencies --verbose > --with-mysql > make: /Users/falcone/perl5/perlbrew/bin/perl: Command not found > make: *** [testdeps] Error 127 > > > Kevin why can't I get to the files on your machine? > > Help if you would? > > --- > > Vance Walsh > Network and Systems Administrator > Concord Academy - Concord, Mass. > -- From jbaker at wgm.us Thu Feb 17 13:45:33 2011 From: jbaker at wgm.us (Jon Baker) Date: Thu, 17 Feb 2011 12:45:33 -0600 Subject: [rt-users] ModifyTicket/Steal/Take privileges In-Reply-To: <892593C9CA8E25458C440A63DDC6774D0BFC74@DG-HEXMBX02.daisy.group> References: <892593C9CA8E25458C440A63DDC6774D0BFC74@DG-HEXMBX02.daisy.group> Message-ID: <1330B1FF-DDFE-46BF-A3E0-3AACF125877F@wgm.us> I'm a little hesitant to change the source code just because I know I'll forget I did it when I install the next update - also, this is only affecting one queue. I'm also not too concerned as it is the IT Staff group that is being assigned the tickets, and they are told not to change the ownership. If it was something for the general user base I could definitely see the possibility for confusion. I wonder, is there a way in the scrip to push to the message stack that displays at the top after the transaction has happened? On Feb 17, 2011, at 12:40 PM, Raed El-Hames wrote: > Jon: > > Another way to achieve what you want and eliminate having to set owner then revoke it via the script is by modifying > /Elements/SelectOwner > > Just get it to return the owner name as a string if the $session{'CurrentUser'} is not a member of the IT Admin group. > Else If CurrentUser IT Admin then display the Owners dropdown. > > The only reason I am suggesting this, is because many times my users do not realise an action have been rolled back automatically via the system. > > Regards; > Roy -- Jon Baker Systems Administrator Church on the Move 1003 N 129th E Ave Tulsa OK 74116 (918) 234-5656 CONFIDENTIALITY NOTICE: This transmission may be confidential and subject to legal privilege. If you are not the intended recipient of this message, you may not review, disclose, print, copy or disseminate this information. If you have received this in error, please reply and notify the sender (only) and delete the message. Unauthorized interception of this e-mail is a violation of federal criminal law. From bentlema at tdg.mobilephone.net Thu Feb 17 14:30:21 2011 From: bentlema at tdg.mobilephone.net (Mark A Bentley) Date: Thu, 17 Feb 2011 11:30:21 -0800 (PST) Subject: [rt-users] Can RT Authen ExternalAuth change account name to match Active Directory? Message-ID: I'm using The RT::Authen::ExternalAuth Plugin, and all is working nicely. The one things that I'd like is that when a user logs in, in addition to updating the various account info (Real Name, Address, etc), I would like the actual RT account username to be updated to match the account name in Active Directory. In other words, I'd like the sAMAccountName from AD/LDAP to be applied to the RT account name just like this plugin does for other info fields. I'm wondering if this is even possible? Right now I have this in my config: [snip] 'attr_match_list' => [ 'Name', 'EmailAddress', ], # The mapping of RT attributes on to LDAP attributes 'attr_map' => { 'Name' => 'sAMAccountName', 'EmailAddress' => 'mail', 'Organization' => 'department', 'RealName' => 'cn', 'ExternalAuthId' => 'sAMAccountName', 'Gecos' => 'sAMAccountName', 'WorkPhone' => 'telephoneNumber', 'MobilePhone' => 'mobile', 'Address1' => 'streetAddress', 'Address2' => 'physicalDeliveryOfficeName', 'City' => 'l', 'State' => 'st', 'Zip' => 'postalCode', 'Country' => 'co', 'MobilePhone' => 'mobile', } }, [snip] One thing I wanted to try was to remove 'Name' from the attr_match_list, but I'm not sure that will achieve what I want, and I don't have an RT test system to test this on. The issue I'm trying to get around is this: 1) Most of our RT users already have an RT account (auto-generated) from previous interaction with RT. 2) They try to login with their Active Directory credentials. 3) Their E-mail address in AD matches RT, but RT account name does not match, so authentication fails. To get around this I'm always having to lookup the person's AD account name, then go into RT, and edit their RT account name to match AD. (Kind of time consuming.) If they already have an AD account, I'd like RT to just let them login and update their RT account name to match AD. Does any of this make sense? Any suggestions would be appreciated. Thanks, --Mark -- Mark A Bentley CTO Lab Systems Support AT&T Mobility, Redmond, WA From vance_walsh at concordacademy.org Thu Feb 17 15:11:53 2011 From: vance_walsh at concordacademy.org (Vance Walsh) Date: Thu, 17 Feb 2011 15:11:53 -0500 Subject: [rt-users] Error Upgrading to 3.8.9 In-Reply-To: <20110217184531.GH21603@bestpractical.com> References: <20110217184531.GH21603@bestpractical.com> Message-ID: Alrighty, ran ./configure with the same parameters used when I first installed RT, also tried this with ./configure and no parameters After DB update and Mason clean out I restarted apache and now External Auth for LDAP is not working. Apache logs simply show the standard failed login. Perhaps I am missing something more? --- Vance Walsh Network and Systems Administrator Concord Academy - Concord, Mass. -------------- next part -------------- An HTML attachment was scrubbed... URL: From marthter at yahoo.ca Thu Feb 17 16:19:28 2011 From: marthter at yahoo.ca (marthter) Date: Thu, 17 Feb 2011 16:19:28 -0500 Subject: [rt-users] RT::Authen::ExternalAuth to use LDAP for different groups Message-ID: <4D5D90E0.4020600@yahoo.ca> hi gang, I'm trying to set up Request Tracker with RT::Authen::ExternalAuth. Is there anywhere with more documentation on the various parameters (besides the comments in the example config file)? I've been googling and reading the wiki at requesttracker.wikia.com but cannot seem to figure out how to do what I want, or if what I want is possible. I currently have only 1 "real" user, the root user, in the Request Tracker database. When I log in with this user, I get the full menu and navigation structure. I have successfully set up the LDAP authentication against my Active Directory server, and testing it with my own Windows user and password, and that is working and letting me log in that way. However I get only a very restricted menu and navigation structure. Presumably this is the non-privileged user's view of things (I'm new to this so I'm somewhat guessing here). My question is, how do I use RT::Authen::ExternalAuth with LDAP to my Active Directory, such that some users (who are in group Blah in the Active Directory) are in the privileged group, and the rest of the users are in the non-privileged group. Note thus far I have no manually-created groups on the RT server, so for now the question is phrased in terms of the system groups, privileged, and non-privileged, but if it is easier to do what I want only if I first create some groups, let me know. Also note, I have not turned on the AutoCreateNonExternalUsers, as I'm not clear that I understand the point of it, and I don't want to clutter up the RT database with users data being transferred from Active Directory while I'm, as yet, only testing things out. I don't want to have to wait until after a user has logged in, to get their info transferred from AD to the RT users database, and then have to manually modify their RT groups membership based on who they are, I'm hoping I can maintain that only in the Active Directory side, and RT will show them the right interface based on that. Can anyone help? Thanks. Martin -------------- next part -------------- An HTML attachment was scrubbed... URL: From naweedmohammed.ahmed at lexisnexis.com Thu Feb 17 16:44:07 2011 From: naweedmohammed.ahmed at lexisnexis.com (Ahmed, Mohammed Naweed (LNG-BCT)) Date: Thu, 17 Feb 2011 16:44:07 -0500 Subject: [rt-users] JavaScript function is not being called. Message-ID: <8B590F2F6F36C0489A41B816231BF1BE069631F1@INFMAIL.na.choicepoint.net> Here's the problem: Due to some reasons, I have 2 create.html (create ticket) pages, I want to call them based on the queue selected. I made following modifications to /opt/rt3/local/html/Elements/CreateTicket file:
<&|/l, $m->scomp('/Elements/SelectNewTicketQueue', OnChange => 'document.CreateTicketInQueue.submit()')&>  [_1]
The OnSubmitForm() javascript function is : function OnSubmitForm() { document.CreateTicketInQueue.action = "/Ticket/Create.html"; return true; } But it seems the OnSubmitForm functionis not getting executed. The form is always taking me to the Create_good.html page and not create.html page. Am I doing anything wrong here, does any one faced this problem? Any help is greatly appreciated. Thanks Naweed ----------------------------------------- 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 tjrc at sanger.ac.uk Thu Feb 17 17:08:45 2011 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Thu, 17 Feb 2011 22:08:45 +0000 Subject: [rt-users] 3.8.9 broke RT::Authen::ExternalAuth? In-Reply-To: References: Message-ID: I've updated a test server to RT 3.8.9 from 3.8.8, and it doesn't seem to be authenticating LDAP users any more (ExternalAuth version is 0.08). I switched on debugging, and get this in my logs: [Thu Feb 17 21:35:23 2011] [debug]: given_pass undefined (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:37) [Thu Feb 17 21:35:23 2011] [debug]: Attempting to use external auth service: ldap.internal.sanger.ac.uk (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:71) [Thu Feb 17 21:35:23 2011] [debug]: SSO Failed and no user to test with. Nexting (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:99) So it seems that while the Auth callback is indeed being called from HandleRequest in RT::Interface::Web, it isn't being called with the arguments from the HTTP request - something's clearing them out. I tried adding a few extra debug statements to that HandleRequest, and it appears that HandleRequest is called a couple of times for each login attempt. On the first call, the user and pass parameters are passed in, but the Auth callback is never called. On the second call, the parameters are missing, and the callback *is* called. Has anyone else had a go at RT 3.8.9 with RT::Authen::ExternalAuth? Is it just my setup that isn't working or is it a more widespread problem? I find myself wondering whether it's fallout from the changes to prevent the back button authentication issue... 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 jesse at bestpractical.com Thu Feb 17 17:13:34 2011 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 17 Feb 2011 17:13:34 -0500 Subject: [rt-users] 3.8.9 broke RT::Authen::ExternalAuth? In-Reply-To: References: Message-ID: <20110217221334.GI21603@bestpractical.com> On Thu, Feb 17, 2011 at 10:08:45PM +0000, Tim Cutts wrote: > I've updated a test server to RT 3.8.9 from 3.8.8, and it doesn't seem to be authenticating LDAP users any more (ExternalAuth version is 0.08). I switched on debugging, and get this in my logs: Unfortunately, you are correct. It appears that no site running RT::Authen::ExternalAuth actually tested any of the release candidates. RT::Authen::ExternalAuth isn't something we built (and isn't typically tested by us), though we know it's important to many RT users. We're looking into it and hope to have a fix for ExternalAuth "soon" Best, Jesse From smcclure at rice.edu Thu Feb 17 17:27:40 2011 From: smcclure at rice.edu (Susan McClure) Date: Thu, 17 Feb 2011 16:27:40 -0600 Subject: [rt-users] Users Modify.html error with 3.8.8 Message-ID: <4D5DA0DC.3050309@rice.edu> I am attempting to upgrade to rt 3.8.8 and when I try, as SuperUser to Select a user's record under Config=>Users I receive this error: > RT::User::CurrentUserRequireToSetPassword Unimplemented in > HTML::Mason::Commands. > (/opt/opt.CORE/rt-3.8.8/rhel5/share/html/Admin/Users/Modify.html line 353) I tried restarting the webserver and clearing the Mason cache. Any ideas please? Thanks Susan McClure From Daniel.Schwager at dtnet.de Thu Feb 17 17:33:01 2011 From: Daniel.Schwager at dtnet.de (Daniel Schwager) Date: Thu, 17 Feb 2011 23:33:01 +0100 Subject: [rt-users] OnCreateSetLanguage dependent on the Email "To" addr Message-ID: Hi, We would like to answer ticket in ONE queue called "support" using different languages. The language depends on the language of the requestor. If the requestor has no language set, we have to set the language automatically (scrip) dependent on the "To"-email-addr used for creating the ticket. Example: Sending an email to a) support at example.com set "English" to the requestor language, b) support at example.de set "German" to the requestor language. The "Correspondence-Template" checks the language of the requestor and changes the language for the signature dynamically. Scrip name: OnCreateSetLanguage Precondition: ticket.isReceivedByEmail() && !requestor.isSetLanguage() Action: requestor.setLanguage(TransactionObj->Attachments->First; return 0 if ( !$inMessage ); # if no message attachment - assume web UI return 0 if ( !$inMessage->GetHeader('Received') ); # exit if not email message # !requestor.isSetLanguage() .. Can somebody help me to create the Precondition and Action ? Currently I stuck... )-: Kind regards Danny From falcone at bestpractical.com Thu Feb 17 17:35:41 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 17 Feb 2011 17:35:41 -0500 Subject: [rt-users] RT::Authen::ExternalAuth to use LDAP for different groups In-Reply-To: <4D5D90E0.4020600@yahoo.ca> References: <4D5D90E0.4020600@yahoo.ca> Message-ID: <20110217223541.GC70280@jibsheet.com> On Thu, Feb 17, 2011 at 04:19:28PM -0500, marthter wrote: > I have successfully set up the LDAP authentication against my Active Directory server, and > testing it with my own Windows user and password, and that is working and letting me log in > that way. However I get only a very restricted menu and navigation structure. Presumably > this is the non-privileged user's view of things (I'm new to this so I'm somewhat guessing > here). You can change this with the $AutoCreate config, read more about it in RT_Config.pm. For now you probably want to log in as root and make your user privileged. > My question is, how do I use RT::Authen::ExternalAuth with LDAP to my Active Directory, such > that some users (who are in group Blah in the Active Directory) are in the privileged group, > and the rest of the users are in the non-privileged group. There isn't a way to configure who is privileged and who isn't at a group level in the RT-Authen-ExternalAuth level I suspect you want to use RT-Extension-LDAPImporter to bulk import users, set up your privileged users and then let RT-Authen-ExternalAuth manage passwords and future info updates. You'd need to handle any new users who should be privileged manually, but I'm not sure how often that would happen 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 Feb 17 17:36:29 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 17 Feb 2011 17:36:29 -0500 Subject: [rt-users] Can RT Authen ExternalAuth change account name to match Active Directory? In-Reply-To: References: Message-ID: <20110217223629.GD70280@jibsheet.com> On Thu, Feb 17, 2011 at 11:30:21AM -0800, Mark A Bentley wrote: > > > I'm using The RT::Authen::ExternalAuth Plugin, and all is working nicely. > > The one things that I'd like is that when a user logs in, in addition to > updating the various account info (Real Name, Address, etc), I would like > the actual RT account username to be updated to match the account name > in Active Directory. RT-Authen-ExternalAuth currently has no code to handle this. You might be able to do it with RT-Extension-LDAPImporter, but fixing RT-Authen-ExternalAuth to handle it has been a longstanding feature request -kevin > In other words, I'd like the sAMAccountName from AD/LDAP to be applied > to the RT account name just like this plugin does for other info fields. > > I'm wondering if this is even possible? > > Right now I have this in my config: > > [snip] > 'attr_match_list' => [ 'Name', > 'EmailAddress', > ], > # The mapping of RT attributes on to LDAP attributes > 'attr_map' => { 'Name' => 'sAMAccountName', > 'EmailAddress' => 'mail', > 'Organization' => 'department', > 'RealName' => 'cn', > 'ExternalAuthId' => 'sAMAccountName', > 'Gecos' => 'sAMAccountName', > 'WorkPhone' => 'telephoneNumber', > 'MobilePhone' => 'mobile', > 'Address1' => 'streetAddress', > 'Address2' => 'physicalDeliveryOfficeName', > 'City' => 'l', > 'State' => 'st', > 'Zip' => 'postalCode', > 'Country' => 'co', > 'MobilePhone' => 'mobile', > } > }, > [snip] > > One thing I wanted to try was to remove 'Name' from the attr_match_list, but > I'm not sure that will achieve what I want, and I don't have an RT > test system to test this on. > > > The issue I'm trying to get around is this: > 1) Most of our RT users already have an RT account (auto-generated) from > previous interaction with RT. > 2) They try to login with their Active Directory credentials. > 3) Their E-mail address in AD matches RT, but RT account name does not match, so authentication fails. > > To get around this I'm always having to lookup the person's AD account name, > then go into RT, and edit their RT account name to match AD. (Kind of time > consuming.) If they already have an AD account, I'd like RT to just let them > login and update their RT account name to match AD. > > Does any of this make sense? Any suggestions would be appreciated. > > Thanks, > > --Mark > > > -- > Mark A Bentley > CTO Lab Systems Support > AT&T Mobility, Redmond, WA > -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Joanne.Keown at coloradogroup.com.au Thu Feb 17 17:36:54 2011 From: Joanne.Keown at coloradogroup.com.au (Joanne Keown) Date: Fri, 18 Feb 2011 08:36:54 +1000 Subject: [rt-users] FW: Custom Fields: Deleting Values Message-ID: <0F5FC019E0CDF3459EE1B8D44E8507274543874834@BNE-EXCH.coloradogroup.com.au> Hi Kenn, By jove, you've got it! Thanks very much. Regards Jo ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Friday, 18 February 2011 4:06 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Custom Fields: Deleting Values Jo, Can you list what rights you assigned to groups/Queues for those CF's? We have 3.8.7 and have not had this happen to us at all. You might find that the rights to "AdminCustomField" are set one way for a group (Config->CustomFIelds->Select->Group Rights) are different than for the Queue where this is happening. Anyway, just a thought. Kenn LBNL On Thu, Feb 17, 2011 at 8:28 AM, Kevin Falcone > wrote: On Thu, Feb 17, 2011 at 12:00:29PM +1000, Joanne Keown wrote: > I am having the devil of a job deleting values from Custom Fields. Sometimes it works and > other times I can select the value to be deleted many, many times and it just won't activate. This sounds like a bug we fixed a while ago. 3.8.7 is over a year old at this point, and we've certainly fixed a lot of things since then. -kevin > The custom field has been set up per the below: > > > > > > And the values I am working with look like the below: > > > > > > Is there a bug with this function or is there some trick to it? Looking forward to some > insight if others have had this issue before. > > > > Kind regards > > > > Jo > > > > > > > > ____________________________________________________________________________________________________________ > > This email and any attachments are confidential and intended for use by the addressee only. > If you are not the intended recipient, please delete it and destroy any copies. > > No part of this email may be reproduced, adapted or transmitted without the written permission > of the owner of the copyright or other intellectual property in it. > > COLORADO group does not accept liability for loss or damage caused by this email, for example > by a computer virus or arising from data corruption, delay, interruption, unauthorised access > or any other thing. > ____________________________________________________________________________________________________________ ____________________________________________________________________________________________________________ This email and any attachments are confidential and intended for use by the addressee only. If you are not the intended recipient, please delete it and destroy any copies. No part of this email may be reproduced, adapted or transmitted without the written permission of the owner of the copyright or other intellectual property in it. COLORADO group does not accept liability for loss or damage caused by this email, for example by a computer virus or arising from data corruption, delay, interruption, unauthorised access or any other thing. ____________________________________________________________________________________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Feb 17 17:38:13 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 17 Feb 2011 17:38:13 -0500 Subject: [rt-users] Users Modify.html error with 3.8.8 In-Reply-To: <4D5DA0DC.3050309@rice.edu> References: <4D5DA0DC.3050309@rice.edu> Message-ID: <20110217223813.GE70280@jibsheet.com> On Thu, Feb 17, 2011 at 04:27:40PM -0600, Susan McClure wrote: > I am attempting to upgrade to rt 3.8.8 and when I try, as SuperUser to > Select a user's record under Config=>Users I receive this error: > > >RT::User::CurrentUserRequireToSetPassword Unimplemented in > >HTML::Mason::Commands. > >(/opt/opt.CORE/rt-3.8.8/rhel5/share/html/Admin/Users/Modify.html > >line 353) > I tried restarting the webserver and clearing the Mason cache. > > Any ideas please? Look for local modifications that affect User -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From mvoity at teljet.com Thu Feb 17 21:07:17 2011 From: mvoity at teljet.com (Voity, Michael T.) Date: Thu, 17 Feb 2011 21:07:17 -0500 Subject: [rt-users] Upgrade from 3.8.7 to 3.8.9 Message-ID: I read the README file. Upgrading from 3.8.7 ran ./configure - ran ok then did make upgrade Whats broken? I go this back: SOME DEPENDENCIES WERE MISSING. STANDALONE missing dependencies: HTTP::Server::Simple::Mason >= 0.14 ...MISSING GPG missing dependencies: GnuPG::Interface ...MISSING syntax error at /usr/lib/perl5/site_perl/5.8.8/GnuPG/Interface.pm line 16, near "with qw(GnuPG::HashInit)" CORE missing dependencies: MIME::Entity >= 5.425 ...MISSING File::Temp >= 0.19 ...MISSING Sys::Syslog >= 0.16 ...MISSING Encode >= 2.21 ...MISSING FASTCGI missing dependencies: CGI >= 3.38 ...MISSING make: *** [testdeps] Error 1 -- *Michael T. Voity* Network Engineer TelJet Longhaul LLC Williston, VT 05495 E:mvoity at teljet.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Feb 18 10:04:53 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 18 Feb 2011 10:04:53 -0500 Subject: [rt-users] Upgrade from 3.8.7 to 3.8.9 In-Reply-To: References: Message-ID: <20110218150453.GF70280@jibsheet.com> On Thu, Feb 17, 2011 at 09:07:17PM -0500, Voity, Michael T. wrote: > I read the README file. > > Upgrading from 3.8.7 > > ran ./configure - ran ok > > then did > > make upgrade > > Whats broken? You skipped the make testdeps / make fixdeps steps from the README -kevin > I go this back: > > SOME DEPENDENCIES WERE MISSING. > STANDALONE missing dependencies: > HTTP::Server::Simple::Mason >= 0.14 ...MISSING > GPG missing dependencies: > GnuPG::Interface ...MISSING > syntax error at > /usr/lib/perl5/site_perl/5.8.8/GnuPG/Interface.pm line 16, near "with > qw(GnuPG::HashInit)" > CORE missing dependencies: > MIME::Entity >= 5.425 ...MISSING > File::Temp >= 0.19 ...MISSING > Sys::Syslog >= 0.16 ...MISSING > Encode >= 2.21 ...MISSING > FASTCGI missing dependencies: > CGI >= 3.38 ...MISSING > make: *** [testdeps] Error 1 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From hiro24 at gmail.com Fri Feb 18 10:17:11 2011 From: hiro24 at gmail.com (Chris Hall) Date: Fri, 18 Feb 2011 10:17:11 -0500 Subject: [rt-users] Only emailing certain people question Message-ID: This seems like a simple thing, but I can't figure it out. So there's one main queue, and there's only about... 10 - 15 users total on this RT system I'm admin for. They all have access to the main queue. However, the boss guy is adding in users/email addresses to the tickets individually in the CC and requesters, etc... sections of each ticket. The idea being he wants everybody to be able to go in and look at whatever ticket it is, but he only wants emails sent to the specific people he designates on per ticket basis. For example: Ticket A, if commented on, will email user 1, user 3 and user 7. Ticket B, if commented on, will notify user 1, user 4 and user 9, and so on and so on. This seems like it should be simple.. and yet it's not. Currently, I have everyone grouped together into a "main" group and set as watchers for the main queue, and I'm not sure why exactly, but nobody is getting emails except the boss, who is an admincc. Could somebody give me some guidance on how to set this up? Things I've tried so far: Setting up global scrip to mail cc, admincc and requesters and removing the "main" group from cc, which works for email, but then removes everyone in main group's access to the queue -------------- next part -------------- An HTML attachment was scrubbed... URL: From naweedmohammed.ahmed at lexisnexis.com Fri Feb 18 10:13:44 2011 From: naweedmohammed.ahmed at lexisnexis.com (Ahmed, Mohammed Naweed (LNG-BCT)) Date: Fri, 18 Feb 2011 10:13:44 -0500 Subject: [rt-users] JavaScript function is not being called. In-Reply-To: <8B590F2F6F36C0489A41B816231BF1BE069631F1@INFMAIL.na.choicepoint.net> References: <8B590F2F6F36C0489A41B816231BF1BE069631F1@INFMAIL.na.choicepoint.net> Message-ID: <8B590F2F6F36C0489A41B816231BF1BE06963394@INFMAIL.na.choicepoint.net> Here's the problem: Due to some reasons, I have 2 create.html (create ticket) pages, I want to call them based on the queue selected. I made following modifications to /opt/rt3/local/html/Elements/CreateTicket file:
<&|/l, $m->scomp('/Elements/SelectNewTicketQueue', OnChange => 'document.CreateTicketInQueue.submit()')&>  [_1]
The OnSubmitForm() javascript function is : function OnSubmitForm() { document.CreateTicketInQueue.action = "/Ticket/Create.html"; return true; } But it seems the OnSubmitForm functionis not getting executed. The form is always taking me to the Create_good.html page and not create.html page. Am I doing anything wrong here, does any one faced this problem? Any help is greatly appreciated. Thanks Naweed ________________________________ 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 mvoity at teljet.com Fri Feb 18 10:31:31 2011 From: mvoity at teljet.com (Voity, Michael T.) Date: Fri, 18 Feb 2011 10:31:31 -0500 Subject: [rt-users] Upgrade from 3.8.7 to 3.8.9 In-Reply-To: <20110218150453.GF70280@jibsheet.com> References: <20110218150453.GF70280@jibsheet.com> Message-ID: Kevin, Thanks for the response. Simon Dray has helped me out a little bit and i got a little bit farther. the next issue is: SOME DEPENDENCIES WERE MISSING. GPG missing dependencies: GnuPG::Interface ...MISSING syntax error at /usr/lib/perl5/site_perl/5.8.8/GnuPG/Interface.pm line 16, near "with qw(GnuPG::HashInit)" I also ran fixdeps and that did not help. What am I missing? Thank you, -Mik On Fri, Feb 18, 2011 at 10:04 AM, Kevin Falcone wrote: > On Thu, Feb 17, 2011 at 09:07:17PM -0500, Voity, Michael T. wrote: > > I read the README file. > > > > Upgrading from 3.8.7 > > > > ran ./configure - ran ok > > > > then did > > > > make upgrade > > > > Whats broken? > > You skipped the make testdeps / make fixdeps steps > from the README > > -kevin > > > I go this back: > > > > SOME DEPENDENCIES WERE MISSING. > > STANDALONE missing dependencies: > > HTTP::Server::Simple::Mason >= 0.14 ...MISSING > > GPG missing dependencies: > > GnuPG::Interface ...MISSING > > syntax error at > > /usr/lib/perl5/site_perl/5.8.8/GnuPG/Interface.pm line 16, near "with > > qw(GnuPG::HashInit)" > > CORE missing dependencies: > > MIME::Entity >= 5.425 ...MISSING > > File::Temp >= 0.19 ...MISSING > > Sys::Syslog >= 0.16 ...MISSING > > Encode >= 2.21 ...MISSING > > FASTCGI missing dependencies: > > CGI >= 3.38 ...MISSING > > make: *** [testdeps] Error 1 > - -------------- next part -------------- An HTML attachment was scrubbed... URL: From kirby at umbc.edu Fri Feb 18 10:36:25 2011 From: kirby at umbc.edu (Joe Kirby (gmail)) Date: Fri, 18 Feb 2011 10:36:25 -0500 Subject: [rt-users] Only emailing certain people question (Chris Hall) In-Reply-To: References: Message-ID: <4D5E91F9.7030205@umbc.edu> Chris I have 3 groups per queue Group 1 which I call queue-name L1 has full access to a queue Group 2 which I call queue-name CC are notified when correspondence is created for the ticket involving non RT system stuff Group 3 which I call queue-name Admin CC are notified when correspondence is created for the ticket as an outcome of the RT system itself. For example, queue change I had a group who did not want the emails yet I need them to work on the tickets so they are in L1 group but not any of the CC type groups Don't know if this is something that would work for you but it makes my life a lot easier Joe On 2/18/2011 10:29 AM, rt-users-request at lists.bestpractical.com wrote: > Send RT-Users mailing list submissions to > rt-users at lists.bestpractical.com > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > or, via email, send a message with subject or body 'help' to > rt-users-request at lists.bestpractical.com > > You can reach the person managing the list at > rt-users-owner at lists.bestpractical.com > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of RT-Users digest..." > > > Today's Topics: > > 1. Re: Users Modify.html error with 3.8.8 (Kevin Falcone) > 2. Upgrade from 3.8.7 to 3.8.9 (Voity, Michael T.) > 3. Re: Upgrade from 3.8.7 to 3.8.9 (Kevin Falcone) > 4. Only emailing certain people question (Chris Hall) > 5. JavaScript function is not being called. > (Ahmed, Mohammed Naweed (LNG-BCT)) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Thu, 17 Feb 2011 17:38:13 -0500 > From: Kevin Falcone > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Users Modify.html error with 3.8.8 > Message-ID:<20110217223813.GE70280 at jibsheet.com> > Content-Type: text/plain; charset="us-ascii" > > On Thu, Feb 17, 2011 at 04:27:40PM -0600, Susan McClure wrote: >> I am attempting to upgrade to rt 3.8.8 and when I try, as SuperUser to >> Select a user's record under Config=>Users I receive this error: >> >>> RT::User::CurrentUserRequireToSetPassword Unimplemented in >>> HTML::Mason::Commands. >>> (/opt/opt.CORE/rt-3.8.8/rhel5/share/html/Admin/Users/Modify.html >>> line 353) >> I tried restarting the webserver and clearing the Mason cache. >> >> Any ideas please? > Look for local modifications that affect User > > -kevin > -------------- next part -------------- > A non-text attachment was scrubbed... > Name: not available > Type: application/pgp-signature > Size: 195 bytes > Desc: not available > URL: > > ------------------------------ > > Message: 2 > Date: Thu, 17 Feb 2011 21:07:17 -0500 > From: "Voity, Michael T." > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Upgrade from 3.8.7 to 3.8.9 > Message-ID: > > Content-Type: text/plain; charset="utf-8" > > I read the README file. > > Upgrading from 3.8.7 > > ran ./configure - ran ok > > then did > > make upgrade > > Whats broken? > > I go this back: > > SOME DEPENDENCIES WERE MISSING. > STANDALONE missing dependencies: > HTTP::Server::Simple::Mason>= 0.14 ...MISSING > GPG missing dependencies: > GnuPG::Interface ...MISSING > syntax error at > /usr/lib/perl5/site_perl/5.8.8/GnuPG/Interface.pm line 16, near "with > qw(GnuPG::HashInit)" > CORE missing dependencies: > MIME::Entity>= 5.425 ...MISSING > File::Temp>= 0.19 ...MISSING > Sys::Syslog>= 0.16 ...MISSING > Encode>= 2.21 ...MISSING > FASTCGI missing dependencies: > CGI>= 3.38 ...MISSING > make: *** [testdeps] Error 1 > > -- Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu From mvoity at teljet.com Fri Feb 18 11:14:53 2011 From: mvoity at teljet.com (Voity, Michael T.) Date: Fri, 18 Feb 2011 11:14:53 -0500 Subject: [rt-users] Upgrade from 3.8.7 to 3.8.9 In-Reply-To: References: <20110218150453.GF70280@jibsheet.com> Message-ID: Disregard.... Not enough coffee yet. those perl cpan command are coming back to me.... Thanks for the help! -Mike On Fri, Feb 18, 2011 at 10:31 AM, Voity, Michael T. wrote: > Kevin, > > Thanks for the response. > > Simon Dray has helped me out a little bit and i got a little bit farther. > > the next issue is: > SOME DEPENDENCIES WERE MISSING. > GPG missing dependencies: > GnuPG::Interface ...MISSING > syntax error at > /usr/lib/perl5/site_perl/5.8.8/GnuPG/Interface.pm line 16, near "with > qw(GnuPG::HashInit)" > > I also ran fixdeps and that did not help. > > What am I missing? > > > Thank you, > > -Mik > > > On Fri, Feb 18, 2011 at 10:04 AM, Kevin Falcone > wrote: > >> On Thu, Feb 17, 2011 at 09:07:17PM -0500, Voity, Michael T. wrote: >> > I read the README file. >> > >> > Upgrading from 3.8.7 >> > >> > ran ./configure - ran ok >> > >> > then did >> > >> > make upgrade >> > >> > Whats broken? >> >> You skipped the make testdeps / make fixdeps steps >> from the README >> >> -kevin >> >> > I go this back: >> > >> > SOME DEPENDENCIES WERE MISSING. >> > STANDALONE missing dependencies: >> > HTTP::Server::Simple::Mason >= 0.14 ...MISSING >> > GPG missing dependencies: >> > GnuPG::Interface ...MISSING >> > syntax error at >> > /usr/lib/perl5/site_perl/5.8.8/GnuPG/Interface.pm line 16, near "with >> > qw(GnuPG::HashInit)" >> > CORE missing dependencies: >> > MIME::Entity >= 5.425 ...MISSING >> > File::Temp >= 0.19 ...MISSING >> > Sys::Syslog >= 0.16 ...MISSING >> > Encode >= 2.21 ...MISSING >> > FASTCGI missing dependencies: >> > CGI >= 3.38 ...MISSING >> > make: *** [testdeps] Error 1 >> > > > > - > -- *Michael T. Voity* Network Engineer TelJet Longhaul LLC 45 Krupp Drive Williston, VT 05495 D:(802) 922-9507 F:(802) 264-3003 C:(802) 316-9110 E:mvoity at teljet.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Fri Feb 18 11:16:34 2011 From: ktm at rice.edu (Kenneth Marshall) Date: Fri, 18 Feb 2011 10:16:34 -0600 Subject: [rt-users] Users Modify.html error with 3.8.8 In-Reply-To: <4D5DA0DC.3050309@rice.edu> References: <4D5DA0DC.3050309@rice.edu> Message-ID: <20110218161634.GQ24940@aart.is.rice.edu> On Thu, Feb 17, 2011 at 04:27:40PM -0600, Susan McClure wrote: > I am attempting to upgrade to rt 3.8.8 and when I try, as SuperUser to > Select a user's record under Config=>Users I receive this error: > >> RT::User::CurrentUserRequireToSetPassword Unimplemented in >> HTML::Mason::Commands. >> (/opt/opt.CORE/rt-3.8.8/rhel5/share/html/Admin/Users/Modify.html line 353) > I tried restarting the webserver and clearing the Mason cache. > > Any ideas please? > > Thanks > > Susan McClure > We found the problem. It was a local customization. Once we moved that over, it worked. Thank you, Ken From Raed.El-Hames at daisygroupplc.com Fri Feb 18 12:49:24 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Fri, 18 Feb 2011 17:49:24 +0000 Subject: [rt-users] Only emailing certain people question In-Reply-To: References: Message-ID: <892593C9CA8E25458C440A63DDC6774D0C05E6@DG-HEXMBX02.daisy.group> You can stop certain emails from receiving updates on particular tickets by using the "This message will be sent to" form available in the update page. Just tick the right boxes to remove them from the cc list. An alternative would be to remove the main group as watcher/cc on that queue and instead give them the right to See Queue, show Tickets , and Show Ticket comments. Regards; Roy From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Chris Hall Sent: 18 February 2011 15:17 To: rt-users Subject: [rt-users] Only emailing certain people question This seems like a simple thing, but I can't figure it out. So there's one main queue, and there's only about... 10 - 15 users total on this RT system I'm admin for. They all have access to the main queue. However, the boss guy is adding in users/email addresses to the tickets individually in the CC and requesters, etc... sections of each ticket. The idea being he wants everybody to be able to go in and look at whatever ticket it is, but he only wants emails sent to the specific people he designates on per ticket basis. For example: Ticket A, if commented on, will email user 1, user 3 and user 7. Ticket B, if commented on, will notify user 1, user 4 and user 9, and so on and so on. This seems like it should be simple.. and yet it's not. Currently, I have everyone grouped together into a "main" group and set as watchers for the main queue, and I'm not sure why exactly, but nobody is getting emails except the boss, who is an admincc. Could somebody give me some guidance on how to set this up? Things I've tried so far: Setting up global scrip to mail cc, admincc and requesters and removing the "main" group from cc, which works for email, but then removes everyone in main group's access to the queue -------------- next part -------------- An HTML attachment was scrubbed... URL: From tom.elliott at gyron.net Fri Feb 18 14:22:49 2011 From: tom.elliott at gyron.net (Tom Elliott - Gyron) Date: Fri, 18 Feb 2011 19:22:49 +0000 Subject: [rt-users] Scrip Help In-Reply-To: <42B5ED2272FFF34EA166FE3DA850E6D90233AE8B61@exchange.ad.gyron.net> References: <42B5ED2272FFF34EA166FE3DA850E6D90233AE8B61@exchange.ad.gyron.net> Message-ID: <323BB16C-4973-4978-AF3F-436E3A0BED52@gyron.net> Hi All Did anyone get a chance to look at this - really can't solve it :( On 17 Feb 2011, at 08:57, Tom Elliott - Gyron wrote: > Hi All > Firstly, I should say, I'm really no coder. I can hack things about a bit, but thats about it. > I've adapted http://requesttracker.wikia.com/wiki/AutoCloseOnNagiosRecoveryMessages into the following. > We use Opsview, which is a modified version of Nagios, and formats its emails slightly differently. I've a scrip which is set for just the queue we need it for, with: > Condition: on create > Action: user defined > Template: global template: blank > Stage TransactionBatch > > I've mashed the following: > > my $problem_desc = undef; > my $problem_host = undef; > my $problem = undef; > my $search = undef; > my $Transaction = $self->TransactionObj; > my $subject = $Transaction->Attachments->First->GetHeader('Subject'); > if ($subject =~ /RECOVERY: (.+) is OK on host (.*)/) { > # This looks like a nagios recovery message > $problem_desc = $1; > $problem_host = $2; > $problem = "$problem_desc on $problem_host"; > $RT::Logger->debug("found a recovery msg: $problem"); > } else { > $RT::Logger->debug("not a recovery msg"); > return 1; > } > # Ok, now let's merge this ticket with it's PROBLEM msg. > my $search = RT::Tickets->new($RT::SystemUser); > $RT::Logger->debug("doing search"); > $search->LimitQueue(VALUE => 'Reports'); > $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR => 'or'); > $search->LimitStatus(VALUE => 'open', OPERATOR => '='); > $RT::Logger->debug("did search"); > if ($search->Count == 0) { return 1; } > $RT::Logger->debug("starting loop"); > my $id = undef; > while (my $ticket = $search->Next) { > # Ignore the ticket that opened this transation (the recovery one...) > next if $self->TicketObj->Id == $ticket->Id; > # Look for nagios PROBLEM warning messages... > if ( $ticket->Subject =~ /PROBLEM: (.+) is (CRITICAL|WARNING|UNKNOWN) on host (.*)/ ) { > $RT::Logger->debug("checking msg"); > $RT::Logger->debug("problem $problem checking $1 on $3"); > if ("$1 on $3" eq $problem){ > $RT::Logger->debug("found ticket"); > # Aha! Found the Problem TICKET corresponding to this RECOVERY > # ticket > $id = $ticket->Id; > # Nagios may send more then one PROBLEM message, right? > $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . " into $id because of OA number match."); > $self->TicketObj->MergeInto($id); > # Keep looking for more PROBLEM tickets... > } > } > } > > $id || return 1; > # Auto-close/resolve this whole thing > $self->TicketObj->SetStatus( "resolved" ); > 1; > > Which is designed to look for messages with the subject line of: > RECOVERY: name of service is OK on host name.of.host > and then parse the remainder of the queue for associated problem tickets with the subject line of > PROBLEM: name of service is CRITICAL on host name.of.host > when it finds them - it should merge and close. > > I actually want to extend this further to merge the 'problem' emails along the way, but wanted to get this first stage working properly first. > > The above works, if I email in myself with a relevant subject line (scrip 62 is the relevant scrip) > > [Wed Feb 16 15:42:27 2011] [debug]: About to think about scrips for transaction #1467131 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163) > [Wed Feb 16 15:42:27 2011] [debug]: Committing scrip #55 on txn #1467130 of ticket #252411 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190) > [Wed Feb 16 15:42:27 2011] [info]: Ticket 252411 created in queue 'Reports' by tom.elliott (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:667) > [Wed Feb 16 15:42:27 2011] [debug]: Found 1 scrips for TransactionBatch stage with applicable type(s) Create (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370) > [Wed Feb 16 15:42:27 2011] [debug]: Committing scrip #62 on txn #1467130 of ticket #252411 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190) > [Wed Feb 16 15:42:27 2011] [debug]: Found a recovery msg: name of service on name.of.host ((eval 29152):20) > [Wed Feb 16 15:42:27 2011] [debug]: doing search ((eval 29152):28) > [Wed Feb 16 15:42:27 2011] [debug]: did search ((eval 29152):32) > [Wed Feb 16 15:42:27 2011] [debug]: starting loop ((eval 29152):34) > > (heavily trimmed log) > > However, when our monitoring system emails in, it generates an email with exactly the same subject and we get: > > Wed Feb 16 15:39:04 2011] [info]: Ticket 252408 created in queue 'Reports' by nagios at opsview.[masked] (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:667) > [Wed Feb 16 15:39:04 2011] [debug]: Found 0 scrips for TransactionBatch stage with applicable type(s) (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370) > > Any ideas? I'm aware this probably isn't enough information, but I'm not sure what else to provide. I think I am probably doing something quite silly or missing something fundamental. Perhaps I need a custom condition? Any input really appreciated. Thanks all. > > -- > Kind regards, > Tom Elliott > Gyron Internet Ltd > mail: tom.elliott at gyron.net > web: http://gyron.net/ > tel: 0845 888 6900 > fax: 0845 888 6910 > 24 hour customer support: 0845 888 6999 > > This message may be private and confidential. If you have received this message in error, please notify us and remove it from your system. > > Gyron may monitor email traffic data and the content of email for the purposes of security and staff training. > > Gyron Internet Ltd is a limited company registered in England and Wales. Registered number: 4239332. Registered office: 3 Centro, Boundary Way, Hemel Hempstead, HP2 7SU. VAT reg no 804 2532 63. Gyron is a registered trademark. > > Gyron is a Deloitte Technology Fast 50 ranked company. -- Kind regards, Tom Elliott Gyron Internet Ltd mail: tom.elliott at gyron.net web: http://gyron.net/ tel: 0845 888 6900 fax: 0845 888 6910 24 hour customer support: 0845 888 6999 This message may be private and confidential. If you have received this message in error, please notify us and remove it from your system. Gyron may monitor email traffic data and the content of email for the purposes of security and staff training. Gyron Internet Ltd is a limited company registered in England and Wales. Registered number: 4239332. Registered office: 3 Centro, Boundary Way, Hemel Hempstead, HP2 7SU. VAT reg no 804 2532 63. Gyron is a registered trademark. Gyron is a Deloitte Technology Fast 50 ranked company. From Daniel.Schwager at dtnet.de Fri Feb 18 14:46:16 2011 From: Daniel.Schwager at dtnet.de (Daniel Schwager) Date: Fri, 18 Feb 2011 20:46:16 +0100 Subject: [rt-users] OnCreateSetLanguage dependent on the Email "To" addr References: Message-ID: The list server mixed up my example, therefore again: Example: Sending an email to a) support [at] example dot COM : set "English" to the requestor language, b) support [at] example dot DE : set "German" to the requestor language. regards Danny From simon.gao at schrodinger.com Fri Feb 18 18:50:05 2011 From: simon.gao at schrodinger.com (Simon Gao) Date: Fri, 18 Feb 2011 15:50:05 -0800 Subject: [rt-users] rt-mailgate not working Message-ID: Hi, I am testing a new RT 3.8.9 server. rt-mailgate does not work. Running rt-mailgate manually generated following: $ echo "test" | /opt/rt3/bin/rt-mailgate --queue general --action correspond --url http://rt.example.com/ --debug /opt/rt3/bin/rt-mailgate: temp file is '/tmp/GViVd10Ltg' /opt/rt3/bin/rt-mailgate: connecting to http://rt.example.com//REST/1.0/NoAuth/mail-gateway An Error Occurred ================= 302 Found /opt/rt3/bin/rt-mailgate: undefined server error In rt.log file, I have following errors: [Fri Feb 18 23:34:34 2011] [warning]: [Mason] Cannot resolve file to component: /opt/rt3/error/HTTP_UNAUTHORIZED.html.var (is file outside component root?) at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 852. (/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:852) [Fri Feb 18 23:34:34 2011] [warning]: [Mason] Cannot resolve file to component: /opt/rt3/error/HTTP_UNAUTHORIZED.html.var (is file outside component root?) at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 852. (/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:852) /opt/rt3/error/HTTP_UNAUTHORIZED.html.var exists in root path for rt3. Any suggestion on how to solve this problem? Simon -------------- next part -------------- An HTML attachment was scrubbed... URL: From simon.gao at schrodinger.com Fri Feb 18 19:52:37 2011 From: simon.gao at schrodinger.com (Simon Gao) Date: Fri, 18 Feb 2011 16:52:37 -0800 Subject: [rt-users] rt-mailgate not working In-Reply-To: References: Message-ID: Changing to use secure http made it working: rt: "|/opt/rt3/bin/rt-mailgate --debug --queue general --action correspond --url https://rt.example.com/" rt-comment: "|/opt/rt3/bin/rt-mailgate --debug --queue general --action comment --url https://rt.example.com/" However, rt.log logged following errors: [Sat Feb 19 00:47:07 2011] [warning]: Use of uninitialized value in string ne at /opt/rt3/bin/../lib/RT/Rule.pm line 59. (/opt/rt3/bin/../lib/RT/Rule.pm:59) What caused this error? Is using secure http required for rt-mailgate to work? Simon -------------- next part -------------- An HTML attachment was scrubbed... URL: From darren at dazza.org Fri Feb 18 20:33:27 2011 From: darren at dazza.org (Darren Nickerson) Date: Fri, 18 Feb 2011 20:33:27 -0500 Subject: [rt-users] Testing 4.0.0rc5 - experiences upgrading from 3.6.4 on RHEL6 Message-ID: <8F442C89-423E-464A-8C72-04990FBD7895@dazza.org> So I figured I'd give 4.0.0rc5 a try on a disposable RHEL6 virtual machine tonight with a dump of our 3.6.4 database. I have to say, the various upgrade scripts seemed to have worked wonders, and I actually have a functioning 4.0.0rc5 running. It's reporting a lot of errors in syslog however, most of them to do with 'lifecycle', such as: Feb 18 20:01:51 rt RT: DBD::mysql::st execute failed: Unknown column 'lifecycle' in 'field list' at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 509. (/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm:509) The Queues table looks like: mysql> describe Queues; +-------------------+--------------+------+-----+---------+----------------+ | Field | Type | Null | Key | Default | Extra | +-------------------+--------------+------+-----+---------+----------------+ | id | int(11) | NO | PRI | NULL | auto_increment | | Name | varchar(200) | NO | UNI | | | | Description | varchar(255) | YES | | NULL | | | CorrespondAddress | varchar(120) | YES | | NULL | | | CommentAddress | varchar(120) | YES | | NULL | | | InitialPriority | int(11) | NO | | 0 | | | FinalPriority | int(11) | NO | | 0 | | | DefaultDueIn | int(11) | NO | | 0 | | | Creator | int(11) | NO | | 0 | | | Created | datetime | YES | | NULL | | | LastUpdatedBy | int(11) | NO | | 0 | | | LastUpdated | datetime | YES | | NULL | | | Disabled | smallint(6) | NO | MUL | 0 | | +-------------------+--------------+------+-----+---------+----------------+ 13 rows in set (0.01 sec) What'd I miss? A second, more fatal problem that has me completely baffled presently is that after the initial cycle of: - import old database - upgrade to 3.7.87 using the script that allows you to specify start/end revisions - generate the queries.sql file and then run those I seem to be able to login once, but as soon as I explicitly logout, I can no longer login no matter how many mason/browser cache clearing loops I do. A third problem is that I can't seem to get RT to run when I first start apache. I get: mkdir /opt/rt4/var/mason_data/obj/3452818388: Permission denied at /usr/local/share/perl5/HTML/Mason/Compiler/ToObject.pm line 107 Looks like the various directories were created as root: [root at rt rt-4.0.0rc5]# ls -al /opt/rt4/var/mason_data/ total 16 drwxrwx---. 4 apache apache 4096 Feb 18 20:21 . drwxr-xr-x. 5 root root 4096 Feb 18 17:50 .. drwxr-xr-x. 2 root root 4096 Feb 18 19:41 cache drwxr-xr-x. 2 root root 4096 Feb 18 20:21 obj [root at rt rt-4.0.0rc5]# If I delete the subdirs under mason_data while apache is still running, it recreates the obj directory with a user ID it can deal with: [root at rt rt-4.0.0rc5]# ls -al /opt/rt4/var/mason_data/ total 12 drwxrwx---. 3 apache apache 4096 Feb 18 20:25 . drwxr-xr-x. 5 root root 4096 Feb 18 17:50 .. drwxr-xr-x. 3 apache apache 4096 Feb 18 20:25 obj [root at rt rt-4.0.0rc5]# and the site loads. Still can't login tho. Feb 18 20:12:24 rt RT: FAILED LOGIN for root from ##.##.##.## (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:605) Feb 18 20:12:37 rt RT: FAILED LOGIN for root from ##.##.##.##(/opt/rt4/sbin/../lib/RT/Interface/Web.pm:605) Feb 18 20:13:08 rt RT: FAILED LOGIN for root from ##.##.##.## (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:605) Help? -d -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Fri Feb 18 21:45:13 2011 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 18 Feb 2011 21:45:13 -0500 Subject: [rt-users] Testing 4.0.0rc5 - experiences upgrading from 3.6.4 on RHEL6 In-Reply-To: <8F442C89-423E-464A-8C72-04990FBD7895@dazza.org> References: <8F442C89-423E-464A-8C72-04990FBD7895@dazza.org> Message-ID: <20110219024513.GE24982@bestpractical.com> On Fri, Feb 18, 2011 at 08:33:27PM -0500, Darren Nickerson wrote: > So I figured I'd give 4.0.0rc5 a try on a disposable RHEL6 virtual machine tonight with a dump of our 3.6.4 database. I have to say, the various upgrade scripts seemed to have worked wonders, and I actually have a functioning 4.0.0rc5 running. It's reporting a lot of errors in syslog however, most of them to do with 'lifecycle', such as: > > Feb 18 20:01:51 rt RT: DBD::mysql::st execute failed: Unknown column 'lifecycle' in 'field list' at /usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm line 509. (/usr/local/share/perl5/DBIx/SearchBuilder/Handle.pm:509) > It sure looks like something went wrong during your upgrades, as a "Lifecycle" column should have been added by the 3.9.7 upgrade script. Do you still have a log? From darren at dazza.org Fri Feb 18 22:11:15 2011 From: darren at dazza.org (Darren Nickerson) Date: Fri, 18 Feb 2011 22:11:15 -0500 Subject: [rt-users] Testing 4.0.0rc5 - experiences upgrading from 3.6.4 on RHEL6 In-Reply-To: <20110219024513.GE24982@bestpractical.com> References: <8F442C89-423E-464A-8C72-04990FBD7895@dazza.org> <20110219024513.GE24982@bestpractical.com> Message-ID: On Feb 18, 2011, at 9:45 PM, Jesse Vincent wrote: > > It sure looks like something went wrong during your upgrades, as a "Lifecycle" column should have been added by the 3.9.7 upgrade script. Do you still have a log? Jesse, I think I figured it out. I had been using UPGRADING.mysql and README as my principal stepwise guide. Line 3 of UPGRADING.mysql got me to 3.7.87. I'm not sure what lines 4,5,6 accomplish exactly but I assumed they got me completely current (did all the rest). But clearly the schema was missing a lot of stuff. On a hunch, I re-ran: /opt/rt4/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade with a start release of 3.7.87 and no end (apply all updates) and I have a much healthier RT now. In fact, I can't find a single darn thing wrong with it!! Very sexy new look. ;-) (a little while later ....) Well maybe I can find one thing ... I'm not able to get mailgate working any longer: Feb 18 21:59:03 rt postfix/local[13847]: 052E6C064D: to=, relay=local, delay=0.39, delays=0.07/0/0/0.32, dsn=4.3.0, status=deferred (temporary failure. Command output: An Error Occurred ================= 302 Found ) I'm not sure if you can hand-crank mailgate or not, but trying, I see: [root at rt postfix]# /opt/rt4/bin/rt-mailgate --queue sales --action comment --url http://rt4.ifax.com/ --debug test . /opt/rt4/bin/rt-mailgate: temp file is '/tmp/D8IMPShIFr/6difOpAIKD' /opt/rt4/bin/rt-mailgate: connecting to http://rt4.ifax.com//REST/1.0/NoAuth/mail-gateway An Error Occurred ================= 302 Found /opt/rt4/bin/rt-mailgate: undefined server error Which seems to be the same error as postfix was getting. Apache log says: [Fri Feb 18 22:06:32 2011] [error] Your request path is '/1.0/NoAuth/mail-gateway' and it doesn't match your Location(Match) '/opt/rt4/share/html/'. This should be due to the configuration error. See perldoc Plack::Handler::Apache2 for details. Thoughts? -d From darren at dazza.org Fri Feb 18 23:13:11 2011 From: darren at dazza.org (Darren Nickerson) Date: Fri, 18 Feb 2011 23:13:11 -0500 Subject: [rt-users] Testing 4.0.0rc5 - experiences upgrading from 3.6.4 on RHEL6 In-Reply-To: References: <8F442C89-423E-464A-8C72-04990FBD7895@dazza.org> <20110219024513.GE24982@bestpractical.com> Message-ID: On Feb 18, 2011, at 10:11 PM, Darren Nickerson wrote: > > > [root at rt postfix]# /opt/rt4/bin/rt-mailgate --queue sales --action comment --url http://rt4.ifax.com/ --debug > test > . > /opt/rt4/bin/rt-mailgate: temp file is '/tmp/D8IMPShIFr/6difOpAIKD' > /opt/rt4/bin/rt-mailgate: connecting to http://rt4.ifax.com//REST/1.0/NoAuth/mail-gateway > An Error Occurred > ================= > > 302 Found > > /opt/rt4/bin/rt-mailgate: undefined server error Changing the invocation to: /opt/rt4/bin/rt-mailgate --queue sales --action comment --url http://rt4.ifax.com (ie: removing the trailing slash) fixes this problem. Presumably I could have handled that in the apache config as well. Looking good! -d -------------- next part -------------- An HTML attachment was scrubbed... URL: From DARREN at DAZZA.ORG Sat Feb 19 11:19:35 2011 From: DARREN at DAZZA.ORG (Darren Nickerson) Date: Sat, 19 Feb 2011 11:19:35 -0500 Subject: [rt-users] Testing 4.0.0rc5 - experiences upgrading from 3.6.4 on RHEL6 In-Reply-To: References: <8F442C89-423E-464A-8C72-04990FBD7895@dazza.org> <20110219024513.GE24982@bestpractical.com> Message-ID: <094FB4CE-10A0-496F-BFFE-CE6F277790AD@DAZZA.ORG> Okay, only a few problems remaining, but they're doozies. Any help welcomed. 1. Apache occasionally stops responding to http requests. I haven't found a pattern yet, but it's frequent. Unable to login, the page just hangs waiting for a response ... the only log entry I see in apache's error log is: [Sat Feb 19 10:09:25 2011] [error] Your request path is '/index.html' and it doesn't match your Location(Match) '/opt/rt4/share/html/'. This should be due to the configuration error. See perldoc Plack::Handler::Apache2 for details. I see that every time I try to reload the page, for what it's worth. It turns out I see a line like that for EVERY page request, so it's probably unrelated (but also worrying). An apache restart clears the problem. I've applied RHEL6 updates & rebooted the box, but if the hang occurs again I'd welcome any suggestions on how to troubleshoot. 2. At boot time, apache seems to setup the mason_data/cache directory as root, and stuff fails to run, reporting: mkdir /opt/rt4/var/mason_data/obj/3452818388/standard/Install: Permission denied at /usr/local/share/perl5/HTML/Mason/Compiler/ToObject.pm line 107 3. I haven't had a lot of luck with the SELinux suggestions at: http://requesttracker.wikia.com/wiki/SELinux . Has anyone got RT and SELinux coexisting on RHEL6? -Darren From danm at prime.gushi.org Sun Feb 20 07:58:29 2011 From: danm at prime.gushi.org (Dan Mahoney, System Admin) Date: Sun, 20 Feb 2011 07:58:29 -0500 (EST) Subject: [rt-users] GnuPG runs out of control Message-ID: Hey there, I'm using RT 3.8.8, installed from FreeBSD ports on a FBSD 8.1-release system. When enabling GnuPG, I send in a signed message and get a couple dozen perl processes... In the logs, I get this: [Sun Feb 20 04:16:39 2011] [error] [client 149.20.61.33] FastCGI: server "/usr/local/bin/mason_handler.fcgi" stderr: Use of uninitialized value $res{"status"} in pattern match (m//) at /usr/local/lib/perl5/site_perl/5.10.1/RT/Crypt/GnuPG.pm line 1420. [Sun Feb 20 04:16:39 2011] [error] [client 149.20.61.33] FastCGI: server "/usr/local/bin/mason_handler.fcgi" stderr: readline() on closed filehandle GEN9748 at /usr/local/lib/perl5/site_perl/5.10.1/RT/Crypt/GnuPG.pm line 1409. [Sun Feb 20 04:16:39 2011] [error] [client 149.20.61.33] FastCGI: server "/usr/local/bin/mason_handler.fcgi" stderr: readline() on closed filehandle GEN9749 at /usr/local/lib/perl5/site_perl/5.10.1/RT/Crypt/GnuPG.pm line 1409. [Sun Feb 20 04:16:40 2011] [error] [client 149.20.61.33] FastCGI: server "/usr/local/bin/mason_handler.fcgi" stderr: readline() on closed filehandle GEN9filehandle GEN8450 at /usr/local/lib/perl5/site_perl/5.10.1/RT/Crypt/GnuPG.pm line 1409. [Sun Feb 20 04:16:40 2011] [error] [client 149.20.61.33] FastCGI: server "/usr/local/bin/mason_handler.fcgi" stderr: Use of uninitialized value $res{"status"} in pattern match (m//) at /usr/local/lib/perl5/site_perl/5.10.1/RT/Crypt/GnuPG.pm line 1420. [Sun Feb 20 04:16:40 2011] [error] [client 149.20.61.33] FastCGI: server "/usr/local/bin/mason_handler.fcgi" stderr: [Sun Feb 20 12:16:36 2011] [warning]: Can't exec "gpg": No such file or directory at /usr/local/lib/perl5/site_perl/5.10.1/GnuPG/Interface.pm line 297. (/usr/local/lib/perl5/site_perl/5.10.1/RT/Crypt/GnuPG.pm:1414) Most of It looks a lot like what this user describes: http://lists.fsck.com/pipermail/rt-devel/2010-February/010924.html But that last line almost makes it look like it can't find /usr/local/bin/gpg somehow. I see from reading the manpage for GnuPG::Interface that there's a way to tweak that via the "call" data , but I don't know how to tweak that into RT'ese. Any ideas? (I temp fixed this by linking /usr/bin/gpg to /usr/local/bin/gpg) I have some other questions but they'll be in a separate thread. -Dan -- "Don't be so depressed dear." "I have no endorphins, what am I supposed to do?" -DM and SK, February 10th, 1999 --------Dan Mahoney-------- Techie, Sysadmin, WebGeek Gushi on efnet/undernet IRC ICQ: 13735144 AIM: LarpGM Site: http://www.gushi.org --------------------------- From Joanne.Keown at coloradogroup.com.au Sun Feb 20 19:34:23 2011 From: Joanne.Keown at coloradogroup.com.au (Joanne Keown) Date: Mon, 21 Feb 2011 10:34:23 +1000 Subject: [rt-users] Global Scrips & Templates - with 1 Queue Exception Message-ID: <0F5FC019E0CDF3459EE1B8D44E850727454387498F@BNE-EXCH.coloradogroup.com.au> Hi guys, I'm running v8.8.7. I have got 8 Queues set up, with scrips & templates set at the Global level. However, one of these Queues is an exception to the rule and I don't want the Global scrips/templates to apply to this one. I have already set up specific scrip & template for this one Queue, however, the Global ones also apply so I get a double up of "Autoreply" messages. I thought of creating individual scrips/templates for each of the remaining 7 Queues, but this solution would require quite a bit of set up and maintenance work, when all I want to do is disable the Global for the one Queue. Question: Is it possible to have one Queue as an exception to the application of Global scrips and templates? If so, how can this be achieved? Kind regards Jo Jo Keown, MBusAdmin(Mgt), PNA IS Business Analyst Colorado Group Ltd 100 Melbourne Street South Brisbane QLD 4101 Ph: +61 7 3877 3399 Mobile: 0402 697 351 Email: joanne.keown at coloradogroup.com.au [cid:image001.png at 01CBD1B2.320A22A0][cid:image002.png at 01CBD1B2.320A22A0][cid:image003.png at 01CBD1B2.320A22A0][cid:image004.png at 01CBD1B2.320A22A0][cid:image005.png at 01CBD1B2.320A22A0] [cid:image006.jpg at 01CBD1B2.320A22A0] Sign up to FUSION now for special member offers at 5 of Australia's leading fashion brands. [cid:image009.jpg at 01CBD1B2.E7D71ED0] Become an exclusive Fusion member of 5 of Australia's leading apparel & footwear brands - click here or type http://www.fusioncard.com.au/ into your browser. ____________________________________________________________________________________________________________ This email and any attachments are confidential and intended for use by the addressee only. If you are not the intended recipient, please delete it and destroy any copies. No part of this email may be reproduced, adapted or transmitted without the written permission of the owner of the copyright or other intellectual property in it. 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Name: image004.png Type: image/png Size: 1642 bytes Desc: image004.png URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image005.png Type: image/png Size: 2168 bytes Desc: image005.png URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image006.jpg Type: image/jpeg Size: 1354 bytes Desc: image006.jpg URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image009.jpg Type: image/jpeg Size: 1193 bytes Desc: image009.jpg URL: From adisan82 at gmail.com Mon Feb 21 03:24:38 2011 From: adisan82 at gmail.com (Adrian Stel) Date: Mon, 21 Feb 2011 09:24:38 +0100 Subject: [rt-users] Certificate based access instead of username/pw Message-ID: Hi, I would like to change standard access to RT from username/pw to certificates authorization. Is there any simple way to do that ? Or any additions to the RT ? Best Regards Adrian From jiafang at vip.qq.com Mon Feb 21 08:52:18 2011 From: jiafang at vip.qq.com (nrtusern) Date: Mon, 21 Feb 2011 05:52:18 -0800 (PST) Subject: [rt-users] rt 3.8.9 on ubuntu 8.04 - login problem Message-ID: <30977146.post@talk.nabble.com> Dear friends. I am setting up a rt 3.8.9 on Ubuntu 8.04 after successfully installed rt and start the apache2 by reading the README, i met the following 2 problems: 1. the display speed of the main page is very slow, it may take 1 minute to open the login screen. 2. username "root" and the password "password" doesn't work, I always get the "http://noauth/Login.html" I try to reset the root password, but doesn't work for me by: ------------------------------------------------------------------------------------------------- perl -I/opt/rt3/local/lib -I/opt/rt3/lib \ -MRT -MRT::User \ -e'RT::LoadConfig();RT::Init(); my $u = RT::User->new($RT::SystemUser); $u->Load("root"); $u->SetPassword("secret")' -------------------------------------------------------------------------------------------------- So I guess something wrong with my configuration, can someone give me some suggestion? the site configration is: ----------------------------------------------------- Set($rtname, "kk"); Set($Organization, "rt.kk.org"); Set($Timezone, 'US/Pacific'); Set($WebBaseURL, "http://rt.kk.org"); Set($WebPath, "/"); Set($CorrespondAddress, 'correspond at kk.org'); Set($CommentAddress, 'comment at kk.org'); Set($SendmailPath, "/usr/lib/sendmail"); Set($OwnerEmail, "admin at example.com"); ---------------------------------------------------- and the apache configuration is: ----------------------------------------------------- ServerName rt.example.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason ------------------------------------------------------ here is the warning information from apache2 ------------------------------------------------------------------------------------- [warning]: We opened /dev/null to protect FD #1, but descriptor #1 is already occupied at /opt/rt3/bin/webmux.pl line 78. (/opt/rt3/bin/webmux.pl:78) ------------------------------------------------------------------------------------- No more other error information..... -- View this message in context: http://old.nabble.com/rt-3.8.9-on-ubuntu-8.04---login-problem-tp30977146p30977146.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From nicolas.guiot at risc-group.com Mon Feb 21 10:09:41 2011 From: nicolas.guiot at risc-group.com (Nicolas GUIOT) Date: Mon, 21 Feb 2011 16:09:41 +0100 Subject: [rt-users] scrip OnComment triggered when script is resolved Message-ID: <20110221160941.0e183b44@lapcolas> Hi I have a different behaviour on my new RT instance (3.8.8 debian squeeze) that I didn't have on the old one (3.6.1 tarball) : When I solve a ticket, I have the following in the logs : [Mon Feb 21 15:03:22 2011] [info]: #28972/314283 - Scrip 7 On Comment, notify AdminCCs as Admin-comment (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:300) [Mon Feb 21 15:03:22 2011] [info]: #28972/314285 - Scrip 9 On resolve, notify Owner, requestor, CCs and AdminCCs as comment (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:300) I did not write any comment, only clicked on "Solve" then "update ticket". The only reason that could explain this, is that I have a default signature, so the comment field is not empty : is that the reason it triggers the "Scrip 7 On Comment, notify AdminCCs as Admin-comment" ?? How could I prevent this while keeping my signature ? Thanks in advance for your help Nicolas From hiro24 at gmail.com Mon Feb 21 11:40:49 2011 From: hiro24 at gmail.com (Chris Hall) Date: Mon, 21 Feb 2011 11:40:49 -0500 Subject: [rt-users] search by CommentedOnBy? In-Reply-To: References: <009c01cbc9ce$ab3711b0$01a53510$@net> Message-ID: ..so I've been racking my brain on this one for awhile. Any guidance is appreciated. The aforementioned query works great, I just need to integrate it into RT. However, the RT queries seem to (I'm sure for good reason) strip off alot of that query to the point that it doesn't work. I've tried manually setting it as the query in a custom Results.html, still to no avail. I'm not quite sure how to proceed. Does anyone have any suggestions? On Fri, Feb 11, 2011 at 11:48 AM, Kenneth Crocker wrote: > Chris, > > We do something similar to Payam. We have an Oracle DataBase so we created > a "view" of the RT data to allow us to use COGNOS (or other reporting > software) to create reports from RT data. Works great. > > Kenn > LBNL > > On Fri, Feb 11, 2011 at 1:32 AM, Payam Poursaied wrote: > >> You could start by database >> >> select >> >> Transactions.id,ObjectType,ObjectId,Type,Transactions.Created,Name,EmailAddr >> ess from Transactions >> inner join Users on Users.id=Transactions.Creator >> where ObjectType='RT::Ticket' and Type='Comment' and >> Transactins.Created>='YYYY-MM-DD HH:MM:SS' and >> Transactions.Created<='YYYY-MM-DD HH:MM:SS'; >> >> But be aware of 2 things: >> First: the time is not your localtime, it is GMT0 >> second: if someone rather than your support team is allowed to comment on >> tickets, you would have them in the report >> >> >> >> >> Date: Thu, 10 Feb 2011 16:25:10 -0500 >> From: Chris Hall >> To: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] search by CommentedOnBy? >> >> I hate to necro an old, dead thread but.. this seems to have come up >> again.. >> from two separate people. I did figure out if I edited the advanced >> section >> and added __CommentedOnBy__ I could at least see who the last person was >> to >> comment on a ticket, but here's my current problem: >> >> Helpdesk manager person has some software that spits out how many calls a >> given worker does, and wants to compare this with the RT records. For >> example, Worker A takes 54 calls in a night. Helpdesk manager person >> wants >> to check the RT records to see if he has made 54 comments for that given >> night. Kind of a making sure ppl are doing what they're supposed to be >> doing. >> >> So sometime before the end of the month, I need to figure out a way to >> form >> a query to show all comments in a given month. Maybe not "show" them, but >> just a list to say... Worker A commented on the following tickets this >> month. >> >> Does anybody have any suggestions where I could start with something like >> this? >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Mon Feb 21 11:59:19 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 21 Feb 2011 11:59:19 -0500 Subject: [rt-users] search by CommentedOnBy? In-Reply-To: References: <009c01cbc9ce$ab3711b0$01a53510$@net> Message-ID: <4D6299E7.1020001@bestpractical.com> On 21 Feb 2011 11:40, Chris Hall wrote: > ..so I've been racking my brain on this one for awhile. Any guidance is > appreciated. The aforementioned query works great, I just need to > integrate it into RT. However, the RT queries seem to (I'm sure for > good reason) strip off alot of that query to the point that it doesn't > work. I've tried manually setting it as the query in a custom > Results.html, still to no avail. I'm not quite sure how to proceed. > Does anyone have any suggestions? RT's user-exposed queries are written in TicketSQL, not SQL. TicketSQL is a SQL-like DSL to describe tickets you want to find. TicketSQL doesn't search for transactions, only tickets, so you can't express your SQL query in TicketSQL. http://requesttracker.wikia.com/wiki/TicketSQL To show the results of your SQL below in RT, you'd need to modify the query to use the DBIx::SearchBuilder API and then display the results. Thomas > On Fri, Feb 11, 2011 at 11:48 AM, Kenneth Crocker > wrote: > > Chris, > > We do something similar to Payam. We have an Oracle DataBase so we > created a "view" of the RT data to allow us to use COGNOS (or other > reporting software) to create reports from RT data. Works great. > > Kenn > LBNL > > On Fri, Feb 11, 2011 at 1:32 AM, Payam Poursaied > wrote: > > You could start by database > > select > Transactions.id,ObjectType,ObjectId,Type,Transactions.Created,Name,EmailAddr > ess from Transactions > inner join Users on Users.id=Transactions.Creator > where ObjectType='RT::Ticket' and Type='Comment' and > Transactins.Created>='YYYY-MM-DD HH:MM:SS' and > Transactions.Created<='YYYY-MM-DD HH:MM:SS'; > > But be aware of 2 things: > First: the time is not your localtime, it is GMT0 > second: if someone rather than your support team is allowed to > comment on > tickets, you would have them in the report > > > > > Date: Thu, 10 Feb 2011 16:25:10 -0500 > From: Chris Hall > > To: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] search by CommentedOnBy? > > I hate to necro an old, dead thread but.. this seems to have > come up again.. > from two separate people. I did figure out if I edited the > advanced section > and added __CommentedOnBy__ I could at least see who the last > person was to > comment on a ticket, but here's my current problem: > > Helpdesk manager person has some software that spits out how > many calls a > given worker does, and wants to compare this with the RT > records. For > example, Worker A takes 54 calls in a night. Helpdesk manager > person wants > to check the RT records to see if he has made 54 comments for > that given > night. Kind of a making sure ppl are doing what they're > supposed to be > doing. > > So sometime before the end of the month, I need to figure out a > way to form > a query to show all comments in a given month. Maybe not "show" > them, but > just a list to say... Worker A commented on the following > tickets this > month. > > Does anybody have any suggestions where I could start with > something like > this? > > > From bentlema at tdg.mobilephone.net Mon Feb 21 12:28:58 2011 From: bentlema at tdg.mobilephone.net (Mark A Bentley) Date: Mon, 21 Feb 2011 09:28:58 -0800 (PST) Subject: [rt-users] Can RT Authen ExternalAuth change account name to match Active Directory? In-Reply-To: <20110217223629.GD70280@jibsheet.com> References: <20110217223629.GD70280@jibsheet.com> Message-ID: On Thu, 17 Feb 2011, Kevin Falcone wrote: > On Thu, Feb 17, 2011 at 11:30:21AM -0800, Mark A Bentley wrote: >> >> >> I'm using The RT::Authen::ExternalAuth Plugin, and all is working nicely. >> >> The one things that I'd like is that when a user logs in, in addition to >> updating the various account info (Real Name, Address, etc), I would like >> the actual RT account username to be updated to match the account name >> in Active Directory. > > RT-Authen-ExternalAuth currently has no code to handle this. > You might be able to do it with RT-Extension-LDAPImporter, but fixing > RT-Authen-ExternalAuth to handle it has been a longstanding feature > request > Kevin, Thanks for the pointer, RT-Extension-LDAPImporter does exactly what I need. --Mark From Nagaraj.Narayanaswamy at tekelec.com Mon Feb 21 13:32:04 2011 From: Nagaraj.Narayanaswamy at tekelec.com (Narayanaswamy, Nagaraj) Date: Mon, 21 Feb 2011 13:32:04 -0500 Subject: [rt-users] Forwarding email to RT Message-ID: <4D86D4BDF19D8D468A21AEFF9C056D5908B570E045@MAIL2.tekelec.com> Are there any best approaches to forwarding email to RT on somebody's behalf and make them the "Requestor". I have installed "Command-By-Mail" and it works fine as long as users don't forget to put "Requestor:" in the first part of the email. If they forward the email without those commands and Commands-By-mail is trying to interpret "From:, To: " as commands and failing. If I forward it and then go into RT web interface to change the requestor, is there a way for the requestor to get the original ticket creation email?? Any suggestions would be greatly appreciated. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Feb 21 14:34:51 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 21 Feb 2011 14:34:51 -0500 Subject: [rt-users] 3.8.9 broke RT::Authen::ExternalAuth? In-Reply-To: <20110217221334.GI21603@bestpractical.com> References: <20110217221334.GI21603@bestpractical.com> Message-ID: <20110221193451.GA12393@jibsheet.com> On Thu, Feb 17, 2011 at 05:13:34PM -0500, Jesse Vincent wrote: > > On Thu, Feb 17, 2011 at 10:08:45PM +0000, Tim Cutts wrote: > > I've updated a test server to RT 3.8.9 from 3.8.8, and it doesn't seem to be authenticating LDAP users any more (ExternalAuth version is 0.08). I switched on debugging, and get this in my logs: > > Unfortunately, you are correct. It appears that no site running > RT::Authen::ExternalAuth actually tested any of the release candidates. > > RT::Authen::ExternalAuth isn't something we built (and isn't typically > tested by us), though we know it's important to many RT users. > > We're looking into it and hope to have a fix for ExternalAuth "soon" There is a 0.08_01 on CPAN now, and I expect there will be a 0.08_02 soon to fix a bug that another developer noticed (but not until tomorrow at the earliest). If you're using 3.8.9 and having troubles with RT-Authen-ExternalAuth it would be helpful for folks to test. -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 Feb 21 14:35:36 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 21 Feb 2011 14:35:36 -0500 Subject: [rt-users] Certificate based access instead of username/pw In-Reply-To: References: Message-ID: <20110221193536.GB12393@jibsheet.com> On Mon, Feb 21, 2011 at 09:24:38AM +0100, Adrian Stel wrote: > I would like to change standard access to RT from username/pw to > certificates authorization. Is there any simple way to do that ? Or > any additions to the RT ? You should be able to have Apache do the auth and pass that along to RT. For the RT config, you want to read about WebExternalAuth in RT_Config.pm -------------- 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 Feb 21 14:36:57 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 21 Feb 2011 14:36:57 -0500 Subject: [rt-users] scrip OnComment triggered when script is resolved In-Reply-To: <20110221160941.0e183b44@lapcolas> References: <20110221160941.0e183b44@lapcolas> Message-ID: <20110221193657.GC12393@jibsheet.com> On Mon, Feb 21, 2011 at 04:09:41PM +0100, Nicolas GUIOT wrote: > Hi > > I have a different behaviour on my new RT instance (3.8.8 debian squeeze) that I didn't have on the old one (3.6.1 tarball) : > > When I solve a ticket, I have the following in the logs : > > > [Mon Feb 21 15:03:22 2011] [info]: #28972/314283 - Scrip 7 On Comment, notify AdminCCs as Admin-comment (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:300) > > [Mon Feb 21 15:03:22 2011] [info]: #28972/314285 - Scrip 9 On resolve, notify Owner, requestor, CCs and AdminCCs as comment (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:300) > > I did not write any comment, only clicked on "Solve" then "update ticket". The only reason that could explain this, is that I have a default signature, so the comment field is not empty : is that the reason it triggers the "Scrip 7 On Comment, notify AdminCCs as Admin-comment" ?? > > How could I prevent this while keeping my signature ? Does it happen on 3.8.9? Also, are you using plain text or rich text editor and do you have anything 'interesting' in your signature? -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 Feb 21 14:41:34 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 21 Feb 2011 14:41:34 -0500 Subject: [rt-users] Forwarding email to RT In-Reply-To: <4D86D4BDF19D8D468A21AEFF9C056D5908B570E045@MAIL2.tekelec.com> References: <4D86D4BDF19D8D468A21AEFF9C056D5908B570E045@MAIL2.tekelec.com> Message-ID: <20110221194134.GD12393@jibsheet.com> On Mon, Feb 21, 2011 at 01:32:04PM -0500, Narayanaswamy, Nagaraj wrote: > Are there any best approaches to forwarding email to RT on somebody's behalf and make them the > "Requestor". I use mutt's 'bounce' feature, I believe Apple Mail calls it 'redirect'. If your MUA supports redirecting the mail with the original headers, that is far and away the easiest way. Otherwise you could certainly write a script that parsed forwrarded emails looking for the original headers. -kevin > I have installed "Command-By-Mail" and it works fine as long as users don't forget to put > "Requestor:" in the first part of the email. > > > > If they forward the email without those commands and Commands-By-mail is trying to interpret > "From:, To: " as commands and failing. > > > > If I forward it and then go into RT web interface to change the requestor, is there a way for > the requestor to get the original ticket creation email?? > > > > Any suggestions would be greatly appreciated. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From jblaine at kickflop.net Mon Feb 21 15:06:44 2011 From: jblaine at kickflop.net (Jeff Blaine) Date: Mon, 21 Feb 2011 15:06:44 -0500 Subject: [rt-users] Certificate based access instead of username/pw In-Reply-To: <20110221193536.GB12393@jibsheet.com> References: <20110221193536.GB12393@jibsheet.com> Message-ID: <4D62C5D4.9010604@kickflop.net> If you ever get this working, please let me know. I've tried and failed. On 2/21/2011 2:35 PM, Kevin Falcone wrote: > On Mon, Feb 21, 2011 at 09:24:38AM +0100, Adrian Stel wrote: >> I would like to change standard access to RT from username/pw to >> certificates authorization. Is there any simple way to do that ? Or >> any additions to the RT ? > > You should be able to have Apache do the auth and pass that along to > RT. For the RT config, you want to read about WebExternalAuth in > RT_Config.pm From falcone at bestpractical.com Mon Feb 21 15:06:57 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 21 Feb 2011 15:06:57 -0500 Subject: [rt-users] rt 3.8.9 on ubuntu 8.04 - login problem In-Reply-To: <30977146.post@talk.nabble.com> References: <30977146.post@talk.nabble.com> Message-ID: <20110221200657.GE12393@jibsheet.com> On Mon, Feb 21, 2011 at 05:52:18AM -0800, nrtusern wrote: > > Dear friends. > > I am setting up a rt 3.8.9 on Ubuntu 8.04 > > after successfully installed rt and start the apache2 by reading the README, > i met the following 2 problems: > > 1. the display speed of the main page is very slow, it may take 1 minute to > open the login screen. > 2. username "root" and the password "password" doesn't work, I always get > the "http://noauth/Login.html" Is that the actual URL you get? Also, when RT fails a login, you should see 'FAILED LOGIN for' in the logs -kevin > I try to reset the root password, but doesn't work for me by: > > ------------------------------------------------------------------------------------------------- > > perl -I/opt/rt3/local/lib -I/opt/rt3/lib \ > -MRT -MRT::User \ > -e'RT::LoadConfig();RT::Init(); my $u = RT::User->new($RT::SystemUser); > $u->Load("root"); $u->SetPassword("secret")' > > -------------------------------------------------------------------------------------------------- > > So I guess something wrong with my configuration, can someone give me some > suggestion? > > the site configration is: > > ----------------------------------------------------- > Set($rtname, "kk"); > Set($Organization, "rt.kk.org"); > Set($Timezone, 'US/Pacific'); > Set($WebBaseURL, "http://rt.kk.org"); > Set($WebPath, "/"); > Set($CorrespondAddress, 'correspond at kk.org'); > Set($CommentAddress, 'comment at kk.org'); > Set($SendmailPath, "/usr/lib/sendmail"); > Set($OwnerEmail, "admin at example.com"); > ---------------------------------------------------- > > and the apache configuration is: > > ----------------------------------------------------- > > ServerName rt.example.com > DocumentRoot /opt/rt3/share/html > AddDefaultCharset UTF-8 > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > > > SetHandler perl-script > PerlHandler RT::Mason > > > > > ------------------------------------------------------ > > here is the warning information from apache2 > > ------------------------------------------------------------------------------------- > [warning]: We opened /dev/null to protect FD #1, but descriptor #1 is > already occupied at /opt/rt3/bin/webmux.pl line 78. > (/opt/rt3/bin/webmux.pl:78) > ------------------------------------------------------------------------------------- > > No more other error information..... > > -- > View this message in context: http://old.nabble.com/rt-3.8.9-on-ubuntu-8.04---login-problem-tp30977146p30977146.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 falcone at bestpractical.com Mon Feb 21 15:15:23 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 21 Feb 2011 15:15:23 -0500 Subject: [rt-users] Certificate based access instead of username/pw In-Reply-To: <4D62C5D4.9010604@kickflop.net> References: <20110221193536.GB12393@jibsheet.com> <4D62C5D4.9010604@kickflop.net> Message-ID: <20110221201523.GF12393@jibsheet.com> On Mon, Feb 21, 2011 at 03:06:44PM -0500, Jeff Blaine wrote: > On 2/21/2011 2:35 PM, Kevin Falcone wrote: > >On Mon, Feb 21, 2011 at 09:24:38AM +0100, Adrian Stel wrote: > >>I would like to change standard access to RT from username/pw to > >>certificates authorization. Is there any simple way to do that ? Or > >>any additions to the RT ? > > > >You should be able to have Apache do the auth and pass that along to > >RT. For the RT config, you want to read about WebExternalAuth in > >RT_Config.pm > If you ever get this working, please let me know. I've > tried and failed. You don't say what failed, but the Apache side is just SSLVerifyClient require plus SSLUserName and I've worked with folks who have this set up, so it is certainly possible. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From theitsmith at gmail.com Mon Feb 21 15:21:13 2011 From: theitsmith at gmail.com (Thomas Smith) Date: Mon, 21 Feb 2011 13:21:13 -0700 Subject: [rt-users] Certificate based access instead of username/pw In-Reply-To: <20110221193536.GB12393@jibsheet.com> References: <20110221193536.GB12393@jibsheet.com> Message-ID: On Mon, Feb 21, 2011 at 12:35 PM, Kevin Falcone wrote: > On Mon, Feb 21, 2011 at 09:24:38AM +0100, Adrian Stel wrote: > > I would like to change standard access to RT from username/pw to > > certificates authorization. Is there any simple way to do that ? Or > > any additions to the RT ? > > You should be able to have Apache do the auth and pass that along to > RT. For the RT config, you want to read about WebExternalAuth in > RT_Config.pm > If you do this (WebExternalAuth) and you're in an AD or Kerberos/LDAP environment, you may be able to use pass-through authentication (assuming that your users are logging in with the same credentials that they use for authentication to your servers). http://modauthkerb.sourceforge.net/ http://httpd.apache.org/docs/2.0/mod/mod_auth_ldap.html I have mod_auth_kerb working in this manner, authenticating against AD (not in RT, but in a different app served through Apache). I haven't tested mod_auth_ldap yet, but it would only be necessary if you're looking to authorize your clients (versus just authenticating them). -------------- next part -------------- An HTML attachment was scrubbed... URL: From jblaine at kickflop.net Mon Feb 21 15:24:37 2011 From: jblaine at kickflop.net (Jeff Blaine) Date: Mon, 21 Feb 2011 15:24:37 -0500 Subject: [rt-users] Certificate based access instead of username/pw In-Reply-To: <20110221201523.GF12393@jibsheet.com> References: <20110221193536.GB12393@jibsheet.com> <4D62C5D4.9010604@kickflop.net> <20110221201523.GF12393@jibsheet.com> Message-ID: <4D62CA05.3080702@kickflop.net> On 2/21/2011 3:15 PM, Kevin Falcone wrote: > On Mon, Feb 21, 2011 at 03:06:44PM -0500, Jeff Blaine wrote: >> On 2/21/2011 2:35 PM, Kevin Falcone wrote: >>> On Mon, Feb 21, 2011 at 09:24:38AM +0100, Adrian Stel wrote: >>>> I would like to change standard access to RT from username/pw to >>>> certificates authorization. Is there any simple way to do that ? Or >>>> any additions to the RT ? >>> >>> You should be able to have Apache do the auth and pass that along to >>> RT. For the RT config, you want to read about WebExternalAuth in >>> RT_Config.pm >> If you ever get this working, please let me know. I've >> tried and failed. > > You don't say what failed, but the Apache side is just > SSLVerifyClient require > plus > SSLUserName Yes, we have all of the cert stuff working fine (required). I tried: SSLUserName SSL_CLIENT_S_DN_UID and turned on WebExternalAuth, et al. Restarted httpd, closed browser, visited site, entered certificate passphrase, and saw the same old RT login screen. Also tried: SSLUserName 0.9.2342.19200300.100.1.1 From falcone at bestpractical.com Mon Feb 21 15:40:47 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 21 Feb 2011 15:40:47 -0500 Subject: [rt-users] Certificate based access instead of username/pw In-Reply-To: <4D62CA05.3080702@kickflop.net> References: <20110221193536.GB12393@jibsheet.com> <4D62C5D4.9010604@kickflop.net> <20110221201523.GF12393@jibsheet.com> <4D62CA05.3080702@kickflop.net> Message-ID: <20110221204047.GG12393@jibsheet.com> On Mon, Feb 21, 2011 at 03:24:37PM -0500, Jeff Blaine wrote: > On 2/21/2011 3:15 PM, Kevin Falcone wrote: > >On Mon, Feb 21, 2011 at 03:06:44PM -0500, Jeff Blaine wrote: > >>On 2/21/2011 2:35 PM, Kevin Falcone wrote: > >>>On Mon, Feb 21, 2011 at 09:24:38AM +0100, Adrian Stel wrote: > >>>>I would like to change standard access to RT from username/pw to > >>>>certificates authorization. Is there any simple way to do that ? Or > >>>>any additions to the RT ? > >>> > >>>You should be able to have Apache do the auth and pass that along to > >>>RT. For the RT config, you want to read about WebExternalAuth in > >>>RT_Config.pm > >>If you ever get this working, please let me know. I've > >>tried and failed. > > > >You don't say what failed, but the Apache side is just > >SSLVerifyClient require > >plus > >SSLUserName > > Yes, we have all of the cert stuff working fine (required). > I tried: > > SSLUserName SSL_CLIENT_S_DN_UID > > and turned on WebExternalAuth, et al. Restarted httpd, > closed browser, visited site, entered certificate > passphrase, and saw the same old RT login screen. This implies you didn't turn on WebExternalAuth, or also turned on WebFallbackToInternalAuth. Apache will log the REMOTE_USER so it is relatively straightforward to see if the Apache is providing enough information for RT. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Joanne.Keown at coloradogroup.com.au Mon Feb 21 16:03:34 2011 From: Joanne.Keown at coloradogroup.com.au (Joanne Keown) Date: Tue, 22 Feb 2011 07:03:34 +1000 Subject: [rt-users] FW: Global Scrips & Templates - with 1 Queue Exception Message-ID: <0F5FC019E0CDF3459EE1B8D44E8507274543874A99@BNE-EXCH.coloradogroup.com.au> Hi, Does anyone have any idea about my query below? Would love any suggestions... Cheers Jo From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Joanne Keown Sent: Monday, 21 February 2011 10:34 AM To: RT-Users at lists.bestpractical.com Subject: [rt-users] Global Scrips & Templates - with 1 Queue Exception Hi there, I'm running v8.8.7. I have 8 Queues set up, with scrips & templates set at the Global level. However, one of these Queues is an exception to the rule and I don't want the Global scrips/templates to apply to this one. I have already set up specific scrip & template for this one Queue, however, the Global ones also apply so I get a double up of "Autoreply" messages. I thought of creating individual scrips/templates for each of the remaining 7 Queues, but this solution would require quite a bit of set up and maintenance work, when all I want to do is disable the Global for the one Queue. Question: Is it possible to have one Queue as an exception to the application of Global scrips and templates? If so, how can this be achieved? Kind regards Jo Jo Keown, MBusAdmin(Mgt), PNA IS Business Analyst Colorado Group Ltd 100 Melbourne Street South Brisbane QLD 4101 Ph: +61 7 3877 3399 Mobile: 0402 697 351 Email: joanne.keown at coloradogroup.com.au [cid:image001.png at 01CBD1B2.320A22A0][cid:image002.png at 01CBD1B2.320A22A0][cid:image003.png at 01CBD1B2.320A22A0][cid:image004.png at 01CBD1B2.320A22A0][cid:image005.png at 01CBD1B2.320A22A0] [cid:image006.jpg at 01CBD1B2.320A22A0] Sign up to FUSION now for special member offers at 5 of Australia's leading fashion brands. ____________________________________________________________________________________________________________ This email and any attachments are confidential and intended for use by the addressee only. If you are not the intended recipient, please delete it and destroy any copies. No part of this email may be reproduced, adapted or transmitted without the written permission of the owner of the copyright or other intellectual property in it. COLORADO group does not accept liability for loss or damage caused by this email, for example by a computer virus or arising from data corruption, delay, interruption, unauthorised access or any other thing. ____________________________________________________________________________________________________________ ____________________________________________________________________________________________________________ This email and any attachments are confidential and intended for use by the addressee only. If you are not the intended recipient, please delete it and destroy any copies. No part of this email may be reproduced, adapted or transmitted without the written permission of the owner of the copyright or other intellectual property in it. COLORADO group does not accept liability for loss or damage caused by this email, for example by a computer virus or arising from data corruption, delay, interruption, unauthorised access or any other thing. ____________________________________________________________________________________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 3147 bytes Desc: image001.png URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image002.png Type: image/png Size: 3439 bytes Desc: image002.png URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image003.png Type: image/png Size: 2914 bytes Desc: image003.png URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image004.png Type: image/png Size: 1642 bytes Desc: image004.png URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image005.png Type: image/png Size: 2168 bytes Desc: image005.png URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image006.jpg Type: image/jpeg Size: 1354 bytes Desc: image006.jpg URL: From nlayne at telebarbados.com Mon Feb 21 16:06:05 2011 From: nlayne at telebarbados.com (=?iso-8859-1?Q?Nic=F4le_Layne-Balram?=) Date: Mon, 21 Feb 2011 17:06:05 -0400 Subject: [rt-users] Global Scrips & Templates - with 1 Queue Exception In-Reply-To: References: Message-ID: <4C137E3BA6DB4A4291596A118437D8E501E15552@exchange1.telebarbados.com> One of two ways: Create a blank template for that queue with the same name as the global template. Then RT will just "do nothing" for that queue. Alternatively, you could enable this widely-used RT extension to disable/enable templates on a queue level: https://github.com/tbrumm/RT-Extension-QueueDeactivatedScrips. Kind regards, Nic?le ---------------------------------------------------------------------- Message: 1 Date: Mon, 21 Feb 2011 10:34:23 +1000 From: Joanne Keown To: "RT-Users at lists.bestpractical.com" Subject: [rt-users] Global Scrips & Templates - with 1 Queue Exception Message-ID: <0F5FC019E0CDF3459EE1B8D44E850727454387498F at BNE-EXCH.coloradogroup.com.au> Content-Type: text/plain; charset="us-ascii" Hi guys, I'm running v8.8.7. I have got 8 Queues set up, with scrips & templates set at the Global level. However, one of these Queues is an exception to the rule and I don't want the Global scrips/templates to apply to this one. I have already set up specific scrip & template for this one Queue, however, the Global ones also apply so I get a double up of "Autoreply" messages. I thought of creating individual scrips/templates for each of the remaining 7 Queues, but this solution would require quite a bit of set up and maintenance work, when all I want to do is disable the Global for the one Queue. Question: Is it possible to have one Queue as an exception to the application of Global scrips and templates? If so, how can this be achieved? Kind regards Jo Jo Keown, MBusAdmin(Mgt), PNA IS Business Analyst Colorado Group Ltd 100 Melbourne Street South Brisbane QLD 4101 Ph: +61 7 3877 3399 Mobile: 0402 697 351 Email: joanne.keown at coloradogroup.com.au [cid:image001.png at 01CBD1B2.320A22A0][cid:image002.png at 01CBD1B2.320A22A0][cid:image003.png at 01CBD1B2.320A22A0][cid:image004.png at 01CBD1B2.320A22A0][cid:image005.png at 01CBD1B2.320A22A0] [cid:image006.jpg at 01CBD1B2.320A22A0] Sign up to FUSION now for special member offers at 5 of Australia's leading fashion brands. [cid:image009.jpg at 01CBD1B2.E7D71ED0] Become an exclusive Fusion member of 5 of Australia's leading apparel & footwear brands - click here or type http://www.fusioncard.com.au/ into your browser. ____________________________________________________________________________________________________________ This email and any attachments are confidential and intended for use by the addressee only. If you are not the intended recipient, please delete it and destroy any copies. No part of this email may be reproduced, adapted or transmitted without the written permission of the owner of the copyright or other intellectual property in it. COLORADO group does not accept liability for loss or damage caused by this email, for example by a computer virus or arising from data corruption, delay, interruption, unauthorised access or any other thing. ____________________________________________________________________________________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 3147 bytes Desc: image001.png URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image002.png Type: image/png Size: 3439 bytes Desc: image002.png URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image003.png Type: image/png Size: 2914 bytes Desc: image003.png URL: -------------- next part -------------- A non-text attachment was scrubbed... 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Name: image009.jpg Type: image/jpeg Size: 1193 bytes Desc: image009.jpg URL: ------------------------------ _______________________________________________ RT-Users mailing list RT-Users at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users End of RT-Users Digest, Vol 83, Issue 71 **************************************** From jblaine at kickflop.net Mon Feb 21 16:11:21 2011 From: jblaine at kickflop.net (Jeff Blaine) Date: Mon, 21 Feb 2011 16:11:21 -0500 Subject: [rt-users] Certificate based access instead of username/pw In-Reply-To: <20110221204047.GG12393@jibsheet.com> References: <20110221193536.GB12393@jibsheet.com> <4D62C5D4.9010604@kickflop.net> <20110221201523.GF12393@jibsheet.com> <4D62CA05.3080702@kickflop.net> <20110221204047.GG12393@jibsheet.com> Message-ID: <4D62D4F9.4060000@kickflop.net> On 2/21/2011 3:40 PM, Kevin Falcone wrote: > On Mon, Feb 21, 2011 at 03:24:37PM -0500, Jeff Blaine wrote: >> On 2/21/2011 3:15 PM, Kevin Falcone wrote: >>> On Mon, Feb 21, 2011 at 03:06:44PM -0500, Jeff Blaine wrote: >>>> On 2/21/2011 2:35 PM, Kevin Falcone wrote: >>>>> On Mon, Feb 21, 2011 at 09:24:38AM +0100, Adrian Stel wrote: >>>>>> I would like to change standard access to RT from username/pw to >>>>>> certificates authorization. Is there any simple way to do that ? Or >>>>>> any additions to the RT ? >>>>> >>>>> You should be able to have Apache do the auth and pass that along to >>>>> RT. For the RT config, you want to read about WebExternalAuth in >>>>> RT_Config.pm >>>> If you ever get this working, please let me know. I've >>>> tried and failed. >>> >>> You don't say what failed, but the Apache side is just >>> SSLVerifyClient require >>> plus >>> SSLUserName >> >> Yes, we have all of the cert stuff working fine (required). >> I tried: >> >> SSLUserName SSL_CLIENT_S_DN_UID >> >> and turned on WebExternalAuth, et al. Restarted httpd, >> closed browser, visited site, entered certificate >> passphrase, and saw the same old RT login screen. > > This implies you didn't turn on WebExternalAuth, or also turned on > WebFallbackToInternalAuth. Apache will log the REMOTE_USER so it is > relatively straightforward to see if the Apache is providing enough > information for RT. Correct. I've since turned off WebFallbackToInternalAuth. Set($WebExternalAuth, 1); Set($WebExternalAuthContinuous, 1); Set($WebFallbackToInternalAuth , undef); SSLVerifyClient require SSLUserName SSL_CLIENT_S_DN_UID %u (remote user) logs as "-" for me, so is no help other than to indicate it's not working. RT 3.8.7 Apache httpd 2.2.3-45.el5 Thanks for the help though. From falcone at bestpractical.com Mon Feb 21 16:13:56 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 21 Feb 2011 16:13:56 -0500 Subject: [rt-users] Certificate based access instead of username/pw In-Reply-To: <4D62D4F9.4060000@kickflop.net> References: <20110221193536.GB12393@jibsheet.com> <4D62C5D4.9010604@kickflop.net> <20110221201523.GF12393@jibsheet.com> <4D62CA05.3080702@kickflop.net> <20110221204047.GG12393@jibsheet.com> <4D62D4F9.4060000@kickflop.net> Message-ID: <20110221211356.GH12393@jibsheet.com> On Mon, Feb 21, 2011 at 04:11:21PM -0500, Jeff Blaine wrote: > > > Set($WebExternalAuth, 1); > Set($WebExternalAuthContinuous, 1); > Set($WebFallbackToInternalAuth , undef); > > SSLVerifyClient require > SSLUserName SSL_CLIENT_S_DN_UID > > %u (remote user) logs as "-" for me, so is no help > other than to indicate it's not working. > > RT 3.8.7 > Apache httpd 2.2.3-45.el5 > > Thanks for the help though. Just to be clear, this seems to be an apache failure to set REMOTE_USER rather than any issue with RT. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From mfarver at mindbent.org Mon Feb 21 16:59:22 2011 From: mfarver at mindbent.org (Mark Farver) Date: Mon, 21 Feb 2011 15:59:22 -0600 Subject: [rt-users] RT Intergration with Vendor ticketing? Message-ID: Anyone have a good solution for managing vendor tickets alongside my internal tickets? This is very custom, I know, but I'm wondering if anyone has experiences to share. Basically many of my tickets end up requiring contacting a vendor for support, or the datacenter remote hands support teams. Both of those have their own ticket systems, and usually I can at least get updates to those tickets via email, though I often can't submit or comment on them them via email. One idea is just have an email address where those vendor updates go, and a thin script on that email address that searches for the vendor ticket number on one of my tickets (custom field?) and attaches the email to that ticket. Not sure.. it feels like this should be a solved problem. Mark Farver From blkline at attglobal.net Mon Feb 21 18:31:33 2011 From: blkline at attglobal.net (Barry L. Kline) Date: Mon, 21 Feb 2011 18:31:33 -0500 Subject: [rt-users] RT Intergration with Vendor ticketing? In-Reply-To: References: Message-ID: <4D62F5D5.5040504@attglobal.net> On 02/21/2011 04:59 PM, Mark Farver wrote: > Anyone have a good solution for managing vendor tickets alongside my > internal tickets? This is very custom, I know, but I'm wondering if > anyone has experiences to share. I did the following to address this exact issue: In my Correspondence template, I added: RT-Attach-Message: yes Reply-To: ticket{$Ticket->id}@vmydomain.com <-------- Then used my email gateway to forward all mail so addressed to a specific user whose procmailrc file looks like this: # # This procmail script is used to redirect emails addressed to # ticketNNNN at mydomain.com into RT. It does so by extracting the # NNNN portion of the email address and changing that into an # appropriate subject. # # This script must live in $HOME/.procmailrc # VERBOSE=yes LOGFILE=/tmp/ticket2rc.log LOGFILE= LOGABSTRACT=yes SEDSCRIPT='s/^.*ticket\([0-9]*\)\@mydomain.com.*/\1/i' TICKETID=`formail -xResent-To: -xTo: -xCc: -xBcc: | grep ticket[0-9]* | sed -e $SEDSCRIPT | head -n1` SUBJECT=`formail -xSubject: | sed -e 's/\[mydomain.com #[0-9]*\]//g'` :0 { :0 | formail -i "To: it-support at mydomain.com" -i "Subject: [mydomain.com #${TICKETID}] $SUBJECT" \ |/bin/sed -f /etc/smrsh/rtstrip.sed \ |/etc/smrsh/rt-mailgate --queue IT_support --action correspond --url http://rt/rt/ } With this configuration I create my ticket in RT, citing their email address as a CC recipient. Their replies are then directed back to the ticket. I've been doing this for about three years with great success. Barry From chris.herrmann at faredge.com.au Mon Feb 21 21:21:58 2011 From: chris.herrmann at faredge.com.au (Chris Herrmann) Date: Tue, 22 Feb 2011 13:21:58 +1100 Subject: [rt-users] Global Scrips & Templates - with 1 Queue Exception Message-ID: Hi Joanne, I'm sure there is a much better way to do this, but the following worked for me: 1. Modify the scrip that is responsible for doing the autoreply. In our case this is the global scrip "User Defined Autoreply To Requestors" 2. Add a user defined custom condition. Ours looks like: # Dont do anything if queue is Octopus my $QueueName = "octopussupport"; return 0 if $self->TicketObj->QueueObj->Name eq $QueueName; # Dont do anything if queue is Custom Support my $QueueName = "customsupport"; return 0 if $self->TicketObj->QueueObj->Name eq $QueueName; # Check if this for the Create Action return 1 if $self->TransactionObj->Type eq 'Create'; return 0; This means that if it is for the Octopus or Custom Queue that it does not follow the regular create action (returning 0 instead of 1). This means that you don't get the correspond / template response. 3. Create a template with the response that you want, that you will use in the next step (e.g. "customqueueautoreplytemplate") 4. You then need to create a custom scrip that applies just to that queue. For example, create a scrip that applies only to the "custom queue" Description: customoncreate Condition: On Create Action: Auto Reply to Requestors Template: customqueueautoreplytemplate Stage: TransactionCreate If there is a more elegant way of doing this then please let me know. This works OK because there are a low number of exceptions. If you had hundreds of queues, and different handling for each queue then I think it would make more sense to disable the default global scrips and instead code it on a per queue basis... Regards, Chris Herrmann Far Edge Technology p. 02 84251400 m. 0403 393309 http://www.faredge.com.au -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Mon Feb 21 22:26:35 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 21 Feb 2011 22:26:35 -0500 Subject: [rt-users] Global Scrips & Templates - with 1 Queue Exception In-Reply-To: References: Message-ID: <4D632CEB.6040601@bestpractical.com> On 21 Feb 2011 21:21, Chris Herrmann wrote: > If there is a more elegant way of doing this then please let me know. The more elegant way to do this was posted by Nic?le Layne-Balram in the previous response to Joanne. All you need to do to disable mail from a global scrip is create a blank queue-level template with the same name as the template the global scrip uses. If you want different content, then just make the template what you want instead of blank. Thomas From jdoller at gmail.com Tue Feb 22 00:54:14 2011 From: jdoller at gmail.com (Jason Doller) Date: Tue, 22 Feb 2011 07:54:14 +0200 Subject: [rt-users] RT 3.8.9 - "Subject Tag" field often blank Message-ID: Hi Everyone When editing a queue I often find the "Subject Tag" field blank. The emails vacillate between what the value should be, and what the default is, but I am unsure whether I do anything to cause the inconsistency. I am busy trawling through bugs, but this is a bit of a big deal right now (anal retentive customer) and so I am asking for help as I search. Sincerely, Jason Doller From nicolas.guiot at risc-group.com Tue Feb 22 03:26:30 2011 From: nicolas.guiot at risc-group.com (Nicolas GUIOT) Date: Tue, 22 Feb 2011 09:26:30 +0100 Subject: [rt-users] scrip OnComment triggered when script is resolved In-Reply-To: <20110221193657.GC12393@jibsheet.com> References: <20110221160941.0e183b44@lapcolas> <20110221193657.GC12393@jibsheet.com> Message-ID: <20110222092630.344fb328@lapcolas> On Mon, 21 Feb 2011 14:36:57 -0500 Kevin Falcone wrote: > On Mon, Feb 21, 2011 at 04:09:41PM +0100, Nicolas GUIOT wrote: > > Hi > > > > I have a different behaviour on my new RT instance (3.8.8 debian > > squeeze) that I didn't have on the old one (3.6.1 tarball) : > > > > When I solve a ticket, I have the following in the logs : > > > > > > [Mon Feb 21 15:03:22 2011] [info]: > > > > #28972/314283 - Scrip 7 On Comment, notify AdminCCs as > > Admin-comment > > (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:300) > > > > [Mon Feb 21 15:03:22 2011] [info]: > > #28972/314285 > > - Scrip 9 On resolve, notify Owner, requestor, CCs and AdminCCs as > > comment > > (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:300) > > > > I did not write any comment, only clicked on "Solve" then "update > > ticket". The only reason that could explain this, is that I have a > > default signature, so the comment field is not empty : is that the > > reason it triggers the "Scrip 7 On Comment, notify AdminCCs as > > Admin-comment" ?? > > > > How could I prevent this while keeping my signature ? > > Does it happen on 3.8.9? Also, are you using plain text or rich text > editor and do you have anything 'interesting' in your signature? > > -kevin I'm curious : why do you ask about 3.8.9 ? Is it just a way to say "you should upgrade the latest stable version" ? Or it might very probably solve my problem ? The point is, I don't plan any upgrade to this version, as I wish to stay on debian stable... Otherwise, my signature is in plain text, and the editor has the possibility to let user write some "formatted" text, but as I don't write any comment, I don't touch the editor field at all. What do you mean by "anything interesting" in my signature ? it's only my contact info, and I'd prefer to keep it, since I'm not the only user, and some people NEED to have their signature in the email... Thanks for your help Nicolas From vaclav.ovsik at i.cz Tue Feb 22 04:52:55 2011 From: vaclav.ovsik at i.cz (=?iso-8859-1?Q?V=E1clav_Ovs=EDk?=) Date: Tue, 22 Feb 2011 10:52:55 +0100 Subject: [rt-users] Certificate based access instead of username/pw In-Reply-To: References: Message-ID: <20110222095255.GA13031@bobek.localdomain> On Mon, Feb 21, 2011 at 09:24:38AM +0100, Adrian Stel wrote: > Hi, > I would like to change standard access to RT from username/pw to > certificates authorization. Is there any simple way to do that ? Or > any additions to the RT ? I'm testing a simple alternative to External Auth. I have a Callback placed under local/html/Callbacks/ICZAuth/autohandler/Auth -------------------------------------------------- %# vim:set sw=4 sts=4 ft=mason: <%init> use Crypt::OpenSSL::X509; unless ( $session{'CurrentUser'} && $session{'CurrentUser'}->id() || !$ENV{'SSL_CLIENT_CERT'} ) { my $x509 = Crypt::OpenSSL::X509->new_from_string($ENV{'SSL_CLIENT_CERT'}); my $email = lc($x509->email()); $session{'CurrentUser'} = RT::CurrentUser->new(); $session{'CurrentUser'}->LoadByEmail($email) if $email; $RT::Logger->debug("ICZAuth Email from X509 cert: $email"); } -------------------------------------------------- You must install Crypt::OpenSSL (e.g. libcrypt-openssl-x509-perl in Debian). An email address from the Subject Alternative Name of the X.509 certificate is extracted and a corresponding user is loaded based on an email address. Interesting part on Apache configuration: SSLVerifyClient require SSLOptions +ExportCertData +StdEnvVars Best Regards -- Zito From fireskyer at gmx.de Tue Feb 22 05:05:01 2011 From: fireskyer at gmx.de (john s.) Date: Tue, 22 Feb 2011 02:05:01 -0800 (PST) Subject: [rt-users] Stop RT for Backupprocess Message-ID: <30984358.post@talk.nabble.com> Hello all, I would like to Stop and Start RT in order to make an Backup Process. Should i Kill or Stop the RT Process ? Whats the difference and what does it make more sense? And which processes are belongs to RT? greetings john -- View this message in context: http://old.nabble.com/Stop-RT-for-Backupprocess-tp30984358p30984358.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From matthew.hattersley at vaioni.com Tue Feb 22 05:11:16 2011 From: matthew.hattersley at vaioni.com (Matthew Hattersley) Date: Tue, 22 Feb 2011 10:11:16 -0000 Subject: [rt-users] Stop RT for Backupprocess References: <30984358.post@talk.nabble.com> Message-ID: <1E61B36701968147802416A3DC64E111DD28D4@vglsrv02.vgl2.office.vaioni.com> You'd want to stop apache and probably the locally running MTA. For me that would be: /etc/init.d/httpd stop /etc/init.d/postfix stop However we backup rt including the SQL databases every night with no problems. RT is a tad unresponsive at times, maybe some table locks thrown in which trouble the night time NOC team, but generally it backs up fine. Talking from the view point of having had to have done 3 restores this year alone due to a mountain of fault Maxtor HDDs. Cheers Mat Kind Regards, Find Vaioni's latest Terms and Conditions & SLA docs http://www.vaioni.com/tcaupsla.html. http://www.vaioni.com/ http://www.convergencesummit.co.uk/Exhibitor_List_North.cfm#Exhibitor_285 http://www.cbawards.co.uk/Reader_Vote_3.cfm Matthew Hattersley Email: mailto:matthew.hattersley at vaioni.com Mobile: 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.convergencesummit.co.uk/Exhibitor_List_North.cfm#Exhibitor_285 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. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of john s. Sent: 22 February 2011 10:05 To: rt-users at lists.bestpractical.com Subject: [rt-users] Stop RT for Backupprocess Hello all, I would like to Stop and Start RT in order to make an Backup Process. Should i Kill or Stop the RT Process ? Whats the difference and what does it make more sense? And which processes are belongs to RT? greetings john -- View this message in context: http://old.nabble.com/Stop-RT-for-Backupprocess-tp30984358p30984358.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From fireskyer at gmx.de Tue Feb 22 05:59:06 2011 From: fireskyer at gmx.de (john s.) Date: Tue, 22 Feb 2011 02:59:06 -0800 (PST) Subject: [rt-users] Stop RT for Backupprocess In-Reply-To: <1E61B36701968147802416A3DC64E111DD28D4@vglsrv02.vgl2.office.vaioni.com> References: <30984358.post@talk.nabble.com> <1E61B36701968147802416A3DC64E111DD28D4@vglsrv02.vgl2.office.vaioni.com> Message-ID: <30984747.post@talk.nabble.com> @Matthew Thnx for help best regards john Matthew Hattersley wrote: > > You'd want to stop apache and probably the locally running MTA. For me > that would be: > > /etc/init.d/httpd stop > /etc/init.d/postfix stop > > However we backup rt including the SQL databases every night with no > problems. RT is a tad unresponsive at times, maybe some table locks > thrown in which trouble the night time NOC team, but generally it backs > up fine. > > Talking from the view point of having had to have done 3 restores this > year alone due to a mountain of fault Maxtor HDDs. > > Cheers > > Mat > > > Kind Regards, > Find Vaioni's latest Terms and Conditions & SLA docs > http://www.vaioni.com/tcaupsla.html. > http://www.vaioni.com/ > http://www.convergencesummit.co.uk/Exhibitor_List_North.cfm#Exhibitor_285 > http://www.cbawards.co.uk/Reader_Vote_3.cfm > Matthew Hattersley > > Email: mailto:matthew.hattersley at vaioni.com > Mobile: > > 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.convergencesummit.co.uk/Exhibitor_List_North.cfm#Exhibitor_285 > 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. > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of john s. > Sent: 22 February 2011 10:05 > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Stop RT for Backupprocess > > > Hello all, > > I would like to Stop and Start RT in order to make an Backup Process. > > > Should i Kill or Stop the RT Process ? Whats the difference and what > does > it make more sense? > > And which processes are belongs to RT? > > > greetings john > -- > View this message in context: > http://old.nabble.com/Stop-RT-for-Backupprocess-tp30984358p30984358.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > > > -- View this message in context: http://old.nabble.com/Stop-RT-for-Backupprocess-tp30984358p30984747.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From jiafang at vip.qq.com Tue Feb 22 07:06:38 2011 From: jiafang at vip.qq.com (nrtusern) Date: Tue, 22 Feb 2011 04:06:38 -0800 (PST) Subject: [rt-users] rt 3.8.9 on ubuntu 8.04 - login problem In-Reply-To: <20110221200657.GE12393@jibsheet.com> References: <30977146.post@talk.nabble.com> <20110221200657.GE12393@jibsheet.com> Message-ID: <30985179.post@talk.nabble.com> Hello yes, it is the exact address I got. I checked the /var/log/messages, the only thing regarding with RT is: We opened /dev/null to protect FD #1, but descriptor #1 is already occupied at /opt/rt3/bin/webmux.pl line 78. (/opt/rt3/bin /webmux.pl:78) could you please adivce on this? Thanks man Kevin Falcone-2 wrote: > > On Mon, Feb 21, 2011 at 05:52:18AM -0800, nrtusern wrote: >> >> Dear friends. >> >> I am setting up a rt 3.8.9 on Ubuntu 8.04 >> >> after successfully installed rt and start the apache2 by reading the >> README, >> i met the following 2 problems: >> >> 1. the display speed of the main page is very slow, it may take 1 minute >> to >> open the login screen. >> 2. username "root" and the password "password" doesn't work, I always get >> the "http://noauth/Login.html" > > Is that the actual URL you get? > Also, when RT fails a login, you should see 'FAILED LOGIN for' in the logs > > -kevin > >> I try to reset the root password, but doesn't work for me by: >> >> ------------------------------------------------------------------------------------------------- >> >> perl -I/opt/rt3/local/lib -I/opt/rt3/lib \ >> -MRT -MRT::User \ >> -e'RT::LoadConfig();RT::Init(); my $u = >> RT::User->new($RT::SystemUser); >> $u->Load("root"); $u->SetPassword("secret")' >> >> -------------------------------------------------------------------------------------------------- >> >> So I guess something wrong with my configuration, can someone give me >> some >> suggestion? >> >> the site configration is: >> >> ----------------------------------------------------- >> Set($rtname, "kk"); >> Set($Organization, "rt.kk.org"); >> Set($Timezone, 'US/Pacific'); >> Set($WebBaseURL, "http://rt.kk.org"); >> Set($WebPath, "/"); >> Set($CorrespondAddress, 'correspond at kk.org'); >> Set($CommentAddress, 'comment at kk.org'); >> Set($SendmailPath, "/usr/lib/sendmail"); >> Set($OwnerEmail, "admin at example.com"); >> ---------------------------------------------------- >> >> and the apache configuration is: >> >> ----------------------------------------------------- >> >> ServerName rt.example.com >> DocumentRoot /opt/rt3/share/html >> AddDefaultCharset UTF-8 >> PerlModule Apache::DBI >> PerlRequire /opt/rt3/bin/webmux.pl >> >> >> SetHandler perl-script >> PerlHandler RT::Mason >> >> >> >> >> ------------------------------------------------------ >> >> here is the warning information from apache2 >> >> ------------------------------------------------------------------------------------- >> [warning]: We opened /dev/null to protect FD #1, but descriptor #1 is >> already occupied at /opt/rt3/bin/webmux.pl line 78. >> (/opt/rt3/bin/webmux.pl:78) >> ------------------------------------------------------------------------------------- >> >> No more other error information..... >> >> -- >> View this message in context: >> http://old.nabble.com/rt-3.8.9-on-ubuntu-8.04---login-problem-tp30977146p30977146.html >> Sent from the Request Tracker - User mailing list archive at Nabble.com. >> > > > -- View this message in context: http://old.nabble.com/rt-3.8.9-on-ubuntu-8.04---login-problem-tp30977146p30985179.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From tjrc at sanger.ac.uk Tue Feb 22 08:21:10 2011 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Tue, 22 Feb 2011 13:21:10 +0000 Subject: [rt-users] 3.8.9 broke RT::Authen::ExternalAuth? In-Reply-To: References: Message-ID: <5DB0FD56-616C-4071-BB6D-D2D47A68FABF@sanger.ac.uk> On 21 Feb 2011, at 8:06 pm, rt-users-request at lists.bestpractical.com wrote: > On Thu, Feb 17, 2011 at 05:13:34PM -0500, Kevin Falcone wrote: > >> >> On Thu, Feb 17, 2011 at 10:08:45PM +0000, Tim Cutts wrote: >>> I've updated a test server to RT 3.8.9 from 3.8.8, and it doesn't seem to be authenticating LDAP users any more (ExternalAuth version is 0.08). I switched on debugging, and get this in my logs: >> >> Unfortunately, you are correct. It appears that no site running >> RT::Authen::ExternalAuth actually tested any of the release candidates. >> >> RT::Authen::ExternalAuth isn't something we built (and isn't typically >> tested by us), though we know it's important to many RT users. >> >> We're looking into it and hope to have a fix for ExternalAuth "soon" > > There is a 0.08_01 on CPAN now, and I expect there will be a 0.08_02 > soon to fix a bug that another developer noticed (but not until > tomorrow at the earliest). > > If you're using 3.8.9 and having troubles with RT-Authen-ExternalAuth > it would be helpful for folks to test. It looks good on my test box. I will ask my colleagues to check as well. Regards, Tim -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Feb 22 08:23:36 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 22 Feb 2011 08:23:36 -0500 Subject: [rt-users] scrip OnComment triggered when script is resolved In-Reply-To: <20110222092630.344fb328@lapcolas> References: <20110221160941.0e183b44@lapcolas> <20110221193657.GC12393@jibsheet.com> <20110222092630.344fb328@lapcolas> Message-ID: <20110222132336.GI12393@jibsheet.com> On Tue, Feb 22, 2011 at 09:26:30AM +0100, Nicolas GUIOT wrote: > On Mon, 21 Feb 2011 14:36:57 -0500 > Kevin Falcone wrote: > > > On Mon, Feb 21, 2011 at 04:09:41PM +0100, Nicolas GUIOT wrote: > > > Hi > > > > > > I have a different behaviour on my new RT instance (3.8.8 debian > > > squeeze) that I didn't have on the old one (3.6.1 tarball) : > > > > > > When I solve a ticket, I have the following in the logs : > > > > > > > > > [Mon Feb 21 15:03:22 2011] [info]: > > > > > > #28972/314283 - Scrip 7 On Comment, notify AdminCCs as > > > Admin-comment > > > (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:300) > > > > > > [Mon Feb 21 15:03:22 2011] [info]: > > > #28972/314285 > > > - Scrip 9 On resolve, notify Owner, requestor, CCs and AdminCCs as > > > comment > > > (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:300) > > > > > > I did not write any comment, only clicked on "Solve" then "update > > > ticket". The only reason that could explain this, is that I have a > > > default signature, so the comment field is not empty : is that the > > > reason it triggers the "Scrip 7 On Comment, notify AdminCCs as > > > Admin-comment" ?? > > > > > > How could I prevent this while keeping my signature ? > > > > Does it happen on 3.8.9? Also, are you using plain text or rich text > > editor and do you have anything 'interesting' in your signature? > > > > -kevin > > I'm curious : why do you ask about 3.8.9 ? Is it just a way to say > "you should upgrade the latest stable version" ? Or it might very > probably solve my problem ? The point is, I don't plan any upgrade > to this version, as I wish to stay on debian stable... There have been multiple bugfixes related to signature handling since 3.8.7 was released more than a year ago. I was under the impression that Debian stable (the new stable) had 3.8.8 while oldstable was still 3.6 > Otherwise, my signature is in plain text, and the editor has the > possibility to let user write some "formatted" text, but as I don't > write any comment, I don't touch the editor field at all. > What do you mean by "anything interesting" in my signature ? it's > only my contact info, and I'd prefer to keep it, since I'm not the > only user, and some people NEED to have their signature in the > email... high bit characters, anything other than letters or numbers But again, there have been many bugfixes on that code since 3.8.7 Does this still happen if you remove your signature temporarily? If all you want to do is Resolve a ticket, click on Basics and resolve it there, you'll skip the Comment screen. That should help until you can test coming up to a newer version. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From dominic.hargreaves at oucs.ox.ac.uk Tue Feb 22 08:31:29 2011 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Tue, 22 Feb 2011 13:31:29 +0000 Subject: [rt-users] scrip OnComment triggered when script is resolved In-Reply-To: <20110222132336.GI12393@jibsheet.com> References: <20110221160941.0e183b44@lapcolas> <20110221193657.GC12393@jibsheet.com> <20110222092630.344fb328@lapcolas> <20110222132336.GI12393@jibsheet.com> Message-ID: <20110222133128.GH2819@gunboat-diplomat.oucs.ox.ac.uk> On Tue, Feb 22, 2011 at 08:23:36AM -0500, Kevin Falcone wrote: > On Tue, Feb 22, 2011 at 09:26:30AM +0100, Nicolas GUIOT wrote: > > I'm curious : why do you ask about 3.8.9 ? Is it just a way to say > > "you should upgrade the latest stable version" ? Or it might very > > probably solve my problem ? The point is, I don't plan any upgrade > > to this version, as I wish to stay on debian stable... > > There have been multiple bugfixes related to signature handling since > 3.8.7 was released more than a year ago. I was under the impression > that Debian stable (the new stable) had 3.8.8 while oldstable was > still 3.6 Just to note: if any request-tracker3.8 Debian users do have particular issues with the version in stable, feel free to file them in the Debian BTS, especially with information about fixed upstream versions if you have it. I can't promise that they'll be fixed in Debian stable, but I am considering cherry-picking some issues for a point-release (subject to the stable update policies). 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: 198 bytes Desc: Digital signature URL: From nicolas.guiot at risc-group.com Tue Feb 22 10:05:19 2011 From: nicolas.guiot at risc-group.com (Nicolas GUIOT) Date: Tue, 22 Feb 2011 16:05:19 +0100 Subject: [rt-users] scrip OnComment triggered when script is resolved In-Reply-To: <20110222133128.GH2819@gunboat-diplomat.oucs.ox.ac.uk> References: <20110221160941.0e183b44@lapcolas> <20110221193657.GC12393@jibsheet.com> <20110222092630.344fb328@lapcolas> <20110222132336.GI12393@jibsheet.com> <20110222133128.GH2819@gunboat-diplomat.oucs.ox.ac.uk> Message-ID: <20110222160519.517f5cae@lapcolas> On Tue, 22 Feb 2011 13:31:29 +0000 Dominic Hargreaves wrote: > On Tue, Feb 22, 2011 at 08:23:36AM -0500, Kevin Falcone wrote: > > On Tue, Feb 22, 2011 at 09:26:30AM +0100, Nicolas GUIOT wrote: > high bit characters, anything other than letters or numbers > But again, there have been many bugfixes on that code since 3.8.7 > Does this still happen if you remove your signature temporarily? > > If all you want to do is Resolve a ticket, click on Basics and resolve > it there, you'll skip the Comment screen. That should help until you > can test coming up to a newer version. OK, I made both tests : - If I go to basics, and set the state to "Resolved", only the right scrip is triggered. - If I remove my signature in the editor, then "Resolve", agin, only the resolve scrip is triggered. --> The problem must be within the signature. FYI, it looks like this : Nicolas GUIOT My Company - My Unit My Adresss/Location - street 12345 CITY - COUNTRY Tel : (+00) 1 22 33 44 55 Fax : (+00) 1 22 33 44 55 I made the test on my "upgraded" DB (from 3.6.1 prod to 3.8.8 debian), and also on a brand new 3.8.8 debian, with empty DB. > Just to note: if any request-tracker3.8 Debian users do have > particular issues with the version in stable, feel free to file them > in the Debian BTS, especially with information about fixed upstream > versions if you have it. I can't promise that they'll be fixed in > Debian stable, but I am considering cherry-picking some issues for a > point-release (subject to the stable update policies). > > Cheers, > Dominic. Before going to the Debian BTS, I'd prefer locate the issue, if it's upstream or not. If we all agree it's a debian specific issue, I'd be glad to report my first "bug" ever ;) Now, - how can I be sure this problem comes from debian ? (then I'll report it) - Is there a way to solve the problem on my setup ? Bye Nicolas From dominic.hargreaves at oucs.ox.ac.uk Tue Feb 22 10:55:48 2011 From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves) Date: Tue, 22 Feb 2011 15:55:48 +0000 Subject: [rt-users] scrip OnComment triggered when script is resolved In-Reply-To: <20110222160519.517f5cae@lapcolas> References: <20110221160941.0e183b44@lapcolas> <20110221193657.GC12393@jibsheet.com> <20110222092630.344fb328@lapcolas> <20110222132336.GI12393@jibsheet.com> <20110222133128.GH2819@gunboat-diplomat.oucs.ox.ac.uk> <20110222160519.517f5cae@lapcolas> Message-ID: <20110222155548.GJ2819@gunboat-diplomat.oucs.ox.ac.uk> On Tue, Feb 22, 2011 at 04:05:19PM +0100, Nicolas GUIOT wrote: > On Tue, 22 Feb 2011 13:31:29 +0000 > Dominic Hargreaves wrote: > > Just to note: if any request-tracker3.8 Debian users do have > > particular issues with the version in stable, feel free to file them > > in the Debian BTS, especially with information about fixed upstream > > versions if you have it. I can't promise that they'll be fixed in > > Debian stable, but I am considering cherry-picking some issues for a > > point-release (subject to the stable update policies). > Before going to the Debian BTS, I'd prefer locate the issue, if it's upstream or not. If we all agree it's a debian specific issue, I'd be glad to report my first "bug" ever ;) There's nothing wrong with your approach, but don't forget that the Debian BTS can be used to record information about upstream bugs of relevance to Debian users too; if an upstream bug is reported there is means that it affects Debian users and the package maintainer can decide whether any specific work is required to resolve the issue for Debian users. -- 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: 198 bytes Desc: Digital signature URL: From falcone at bestpractical.com Tue Feb 22 11:35:42 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 22 Feb 2011 11:35:42 -0500 Subject: [rt-users] scrip OnComment triggered when script is resolved In-Reply-To: <20110222160519.517f5cae@lapcolas> References: <20110221160941.0e183b44@lapcolas> <20110221193657.GC12393@jibsheet.com> <20110222092630.344fb328@lapcolas> <20110222132336.GI12393@jibsheet.com> <20110222133128.GH2819@gunboat-diplomat.oucs.ox.ac.uk> <20110222160519.517f5cae@lapcolas> Message-ID: <20110222163542.GK12393@jibsheet.com> On Tue, Feb 22, 2011 at 04:05:19PM +0100, Nicolas GUIOT wrote: > On Tue, 22 Feb 2011 13:31:29 +0000 > Dominic Hargreaves wrote: > > > On Tue, Feb 22, 2011 at 08:23:36AM -0500, Kevin Falcone wrote: > > > On Tue, Feb 22, 2011 at 09:26:30AM +0100, Nicolas GUIOT wrote: > > > high bit characters, anything other than letters or numbers > > But again, there have been many bugfixes on that code since 3.8.7 > > Does this still happen if you remove your signature temporarily? > > > > If all you want to do is Resolve a ticket, click on Basics and resolve > > it there, you'll skip the Comment screen. That should help until you > > can test coming up to a newer version. > > OK, I made both tests : > - If I go to basics, and set the state to "Resolved", only the right scrip is triggered. > - If I remove my signature in the editor, then "Resolve", agin, only the resolve scrip is triggered. This points to an encoding bug in the RichText editor If you change to the plain text editor and leave your Signature on, does it still trigger a comment? > --> The problem must be within the signature. > FYI, it looks like this : > > Nicolas GUIOT > My Company - My Unit > My Adresss/Location - street > 12345 CITY - COUNTRY > Tel : (+00) 1 22 33 44 55 > Fax : (+00) 1 22 33 44 55 Do any of those elided lines contain 8bit characters? I think there was an open bug about someone whose name contained ? and the rich text editor escaping that in a way that RT didn't handle properly. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Tue Feb 22 11:40:06 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 22 Feb 2011 11:40:06 -0500 Subject: [rt-users] rt 3.8.9 on ubuntu 8.04 - login problem In-Reply-To: <30985179.post@talk.nabble.com> References: <30977146.post@talk.nabble.com> <20110221200657.GE12393@jibsheet.com> <30985179.post@talk.nabble.com> Message-ID: <20110222164006.GL12393@jibsheet.com> On Tue, Feb 22, 2011 at 04:06:38AM -0800, nrtusern wrote: > > yes, it is the exact address I got. Interesting, since it contains neither your hostname of rt.kk.org and noauth is spelled wrong (RT uses NoAuth). > I checked the /var/log/messages, the only thing regarding with RT is: > > We opened /dev/null to protect FD #1, but descriptor #1 is already occupied > at /opt/rt3/bin/webmux.pl line 78. (/opt/rt3/bin /webmux.pl:78) What version of mod_perl2 are you running? -kevin > > Kevin Falcone-2 wrote: > > > > On Mon, Feb 21, 2011 at 05:52:18AM -0800, nrtusern wrote: > >> > >> Dear friends. > >> > >> I am setting up a rt 3.8.9 on Ubuntu 8.04 > >> > >> after successfully installed rt and start the apache2 by reading the > >> README, > >> i met the following 2 problems: > >> > >> 1. the display speed of the main page is very slow, it may take 1 minute > >> to > >> open the login screen. > >> 2. username "root" and the password "password" doesn't work, I always get > >> the "http://noauth/Login.html" > > > > Is that the actual URL you get? > > Also, when RT fails a login, you should see 'FAILED LOGIN for' in the logs > > > > -kevin > > > >> I try to reset the root password, but doesn't work for me by: > >> > >> ------------------------------------------------------------------------------------------------- > >> > >> perl -I/opt/rt3/local/lib -I/opt/rt3/lib \ > >> -MRT -MRT::User \ > >> -e'RT::LoadConfig();RT::Init(); my $u = > >> RT::User->new($RT::SystemUser); > >> $u->Load("root"); $u->SetPassword("secret")' > >> > >> -------------------------------------------------------------------------------------------------- > >> > >> So I guess something wrong with my configuration, can someone give me > >> some > >> suggestion? > >> > >> the site configration is: > >> > >> ----------------------------------------------------- > >> Set($rtname, "kk"); > >> Set($Organization, "rt.kk.org"); > >> Set($Timezone, 'US/Pacific'); > >> Set($WebBaseURL, "http://rt.kk.org"); > >> Set($WebPath, "/"); > >> Set($CorrespondAddress, 'correspond at kk.org'); > >> Set($CommentAddress, 'comment at kk.org'); > >> Set($SendmailPath, "/usr/lib/sendmail"); > >> Set($OwnerEmail, "admin at example.com"); > >> ---------------------------------------------------- > >> > >> and the apache configuration is: > >> > >> ----------------------------------------------------- > >> > >> ServerName rt.example.com > >> DocumentRoot /opt/rt3/share/html > >> AddDefaultCharset UTF-8 > >> PerlModule Apache::DBI > >> PerlRequire /opt/rt3/bin/webmux.pl > >> > >> > >> SetHandler perl-script > >> PerlHandler RT::Mason > >> > >> > >> > >> > >> ------------------------------------------------------ > >> > >> here is the warning information from apache2 > >> > >> ------------------------------------------------------------------------------------- > >> [warning]: We opened /dev/null to protect FD #1, but descriptor #1 is > >> already occupied at /opt/rt3/bin/webmux.pl line 78. > >> (/opt/rt3/bin/webmux.pl:78) > >> ------------------------------------------------------------------------------------- > >> > >> No more other error information..... > >> > >> -- > >> View this message in context: > >> http://old.nabble.com/rt-3.8.9-on-ubuntu-8.04---login-problem-tp30977146p30977146.html > >> Sent from the Request Tracker - User mailing list archive at Nabble.com. > >> > > > > > > > > -- > View this message in context: http://old.nabble.com/rt-3.8.9-on-ubuntu-8.04---login-problem-tp30977146p30985179.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 elacour at easter-eggs.com Tue Feb 22 11:42:33 2011 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 22 Feb 2011 17:42:33 +0100 Subject: [rt-users] RT 3.8.9 - "Subject Tag" field often blank In-Reply-To: References: Message-ID: <20110222164232.GB4121@easter-eggs.com> On Tue, Feb 22, 2011 at 07:54:14AM +0200, Jason Doller wrote: > Hi Everyone > > When editing a queue I often find the "Subject Tag" field blank. The > emails vacillate between what the value should be, and what the > default is, but I am unsure whether I do anything to cause the > inconsistency. > I can just add that I see this also on 3.8.8 with MySQL at least. Using a script to get/set SubjectTag works correctly, but not with UI. From elacour at easter-eggs.com Tue Feb 22 11:44:36 2011 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 22 Feb 2011 17:44:36 +0100 Subject: [rt-users] FW: Global Scrips & Templates - with 1 Queue Exception In-Reply-To: <0F5FC019E0CDF3459EE1B8D44E8507274543874A99@BNE-EXCH.coloradogroup.com.au> References: <0F5FC019E0CDF3459EE1B8D44E8507274543874A99@BNE-EXCH.coloradogroup.com.au> Message-ID: <20110222164436.GC4121@easter-eggs.com> On Tue, Feb 22, 2011 at 07:03:34AM +1000, Joanne Keown wrote: > Hi, > Does anyone have any idea about my query below? Would love any suggestions... > you can disable a global scrip that does notification by creating an empty template in the queue with the same name as the template used by the global scrips. No esay way thought to disable a scrip that does others than just email notifications. From elacour at easter-eggs.com Tue Feb 22 11:52:21 2011 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 22 Feb 2011 17:52:21 +0100 Subject: [rt-users] Which template contains the sidebar links.... In-Reply-To: References: Message-ID: <20110222165220.GD4121@easter-eggs.com> On Tue, Feb 15, 2011 at 02:40:08PM -0800, Gary Greene wrote: > I'd like to add the two queues we have into the sidebar of the RT interface. > I'm trying to find which files are used to build these out. Any pointers as > to where to look for this would be useful. Thanks. > share/html/Elements/Tabs you can add more links by writing something like this in the following file (callback): local/html/Callbacks/MyCallbacks/Elements/Tabs/Default ----snip---- <%init> $toptabs->{'Q'} = { title => loc('Queue1'), path => '/index.html?q=Queue1', }; <%args> $topactions => undef $toptabs => undef ----snip---- From bjoern.schulz at desy.de Tue Feb 22 11:54:18 2011 From: bjoern.schulz at desy.de (=?windows-1252?Q?Bj=F6rn_Schulz?=) Date: Tue, 22 Feb 2011 17:54:18 +0100 Subject: [rt-users] Global Scrips & Templates - with 1 Queue Exception In-Reply-To: References: Message-ID: <4D63EA3A.8040504@desy.de> Hi, maybe this is helpful https://github.com/tbrumm/RT-Extension-QueueDeactivatedScrips cheers, Bj?rn Am 22.02.11 03:21, schrieb Chris Herrmann: > Hi Joanne, > > > > I?m sure there is a much better way to do this, but the following worked > for me: > > > > > > 1. Modify the scrip that is responsible for doing the autoreply. In > our case this is the global scrip ?User Defined Autoreply To Requestors? > > 2. Add a user defined custom condition. Ours looks like: > > > > # Dont do anything if queue is Octopus > > my $QueueName = "octopussupport"; > > return 0 if $self->TicketObj->QueueObj->Name eq $QueueName; > > # Dont do anything if queue is Custom Support > > my $QueueName = "customsupport"; > > return 0 if $self->TicketObj->QueueObj->Name eq $QueueName; > > # Check if this for the Create Action > > return 1 if $self->TransactionObj->Type eq 'Create'; > > return 0; > > > > This means that if it is for the Octopus or Custom Queue that it does > not follow the regular create action (returning 0 instead of 1). This > means that you don?t get the correspond / template response. > > > > 3. Create a template with the response that you want, that you will > use in the next step (e.g. ?customqueueautoreplytemplate?) > > 4. You then need to create a custom scrip that applies just to that > queue. For example, create a scrip that applies only to the ?custom queue? > > > > Description: customoncreate > > Condition: On Create > > Action: Auto Reply to Requestors > > Template: customqueueautoreplytemplate > > Stage: TransactionCreate > > > > If there is a more elegant way of doing this then please let me know. > This works OK because there are a low number of exceptions. If you had > hundreds of queues, and different handling for each queue then I think > it would make more sense to disable the default global scrips and > instead code it on a per queue basis? > > > > > > Regards, > > > > Chris Herrmann > > Far Edge Technology > > > > p. 02 84251400 > > m. 0403 393309 > > http://www.faredge.com.au > > > From elacour at easter-eggs.com Tue Feb 22 11:54:46 2011 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 22 Feb 2011 17:54:46 +0100 Subject: [rt-users] Reporting on response time In-Reply-To: <1E61B36701968147802416A3DC64E111DD2653@vglsrv02.vgl2.office.vaioni.com> References: <1E61B36701968147802416A3DC64E111DD2653@vglsrv02.vgl2.office.vaioni.com> Message-ID: <20110222165446.GE4121@easter-eggs.com> On Mon, Feb 14, 2011 at 04:56:04PM -0000, Matthew Hattersley wrote: > We have a SLA measurement of an initial response to a ticket of 4 hours. > > > > From what I can tell this would be the time difference between the > created and started field. > > > > I'd like to be able to graph this directly to a dashboard. > > > > So show the number of tickets responded to within the 4 hour SLA and > those out of SLA. I can't figure out however to create a saved search or > chart that would show this. > > > > Anyone any ideas? > You can create a ticket customfield and use a scrip to fill it when ticket is resolved with something like "4HSLA OK" or "4HSLA KO". Then create a search which find all your tickets and do a chart grouped by this CF. Save it and add it to your dashboard. From elacour at easter-eggs.com Tue Feb 22 11:59:13 2011 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 22 Feb 2011 17:59:13 +0100 Subject: [rt-users] Fwd: How to Assign a value to a Custom Field using Requestor Real Name In-Reply-To: <4D542D8F.70303@umbc.edu> References: <4D542D8F.70303@umbc.edu> Message-ID: <20110222165912.GF4121@easter-eggs.com> On Thu, Feb 10, 2011 at 01:25:19PM -0500, Joe Kirby (gmail) wrote: > > RT::CustomField->new( $QueueObj->*??Requestor.RealName?? > $self->TicketObj->Requestors->UserMembersObj->First->RealName returns only the first requestor of the ticket if there is more than one requestor... From kirby at umbc.edu Tue Feb 22 12:20:18 2011 From: kirby at umbc.edu (Joe Kirby (gmail)) Date: Tue, 22 Feb 2011 12:20:18 -0500 Subject: [rt-users] How to Assign a value to a Custom Field using Requestor Real Name In-Reply-To: References: Message-ID: <4D63F052.4020706@umbc.edu> Thank You very much Joe On 2/22/2011 12:00 PM, rt-users-request at lists.bestpractical.com wrote: > How to Assign a value to a Custom Field > using Requestor Real Name -- Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - kirby at umbc.edu From falcone at bestpractical.com Tue Feb 22 12:45:54 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 22 Feb 2011 12:45:54 -0500 Subject: [rt-users] RT 3.8.9 - "Subject Tag" field often blank In-Reply-To: <20110222164232.GB4121@easter-eggs.com> References: <20110222164232.GB4121@easter-eggs.com> Message-ID: <20110222174554.GA95513@jibsheet.com> On Tue, Feb 22, 2011 at 05:42:33PM +0100, Emmanuel Lacour wrote: > On Tue, Feb 22, 2011 at 07:54:14AM +0200, Jason Doller wrote: > > Hi Everyone > > > > When editing a queue I often find the "Subject Tag" field blank. The > > emails vacillate between what the value should be, and what the > > default is, but I am unsure whether I do anything to cause the > > inconsistency. > > > > I can just add that I see this also on 3.8.8 with MySQL at least. > > Using a script to get/set SubjectTag works correctly, but not with UI. This should be fixed in 6a57e9d6ce74e1d9ae991ca4399b2c73a6845d8b We thought it was committed to 3.8 and merged forward, but it turns out that it was committed to 4.0 and never cherry picked back. You should be able to apply that patch manually, or it will be include in 3.8.10 -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From hiro24 at gmail.com Tue Feb 22 13:10:00 2011 From: hiro24 at gmail.com (Chris Hall) Date: Tue, 22 Feb 2011 13:10:00 -0500 Subject: [rt-users] search by CommentedOnBy? In-Reply-To: <4D6299E7.1020001@bestpractical.com> References: <009c01cbc9ce$ab3711b0$01a53510$@net> <4D6299E7.1020001@bestpractical.com> Message-ID: Sorry for the ignorance here, but I'm trying to muddle my way through this. I've installed DBIx::SearchBuilder via cpan and I've made a copy of the Results.html found in /opt/rt3/share/html/Search, and called it Results_custom.html. I've put the following code in: use DBIx::SearchBuilder::Handle; my $handle = DBIx::SearchBuilder::Handle->new(); $handle->Connect( Driver => 'mysql', Database => 'rt3', Host => 'localhost', User => 'rt_user', Password => 'abcd1234' ); my ($title, $ticketcount); $session{'i'}++; $session{'tickets'} = RT::Tickets->new($session{'CurrentUser'}) ; $session{'tickets'}->$handle->FetchResult("select Transactions.id,ObjectType,ObjectId,Type,Transactions.Created,Name,EmailAddress from Transactions inner join Users on Users.id=Transactions.Creator where ObjectType='RT::Ticket' and Type='Comment' and Transactions.Created>='2011-02-04 01:00:00' and Transactions.Created<='2011-02-07 23:59:00';"); in place of: my ($title, $ticketcount); $session{'i'}++; $session{'tickets'} = RT::Tickets->new($session{'CurrentUser'}) ; $session{'tickets'}->FromSQL($Query) if ($Query); to try to force a query, but it seems to return no results. I can't seem to find a place to troubleshoot this from, so it's kinda like shooting in the dark. I was hoping maybe somebody could give me a little insight as to where I'm mis-stepping. Again, sorry about all the trouble and questions about this. On Mon, Feb 21, 2011 at 11:59 AM, Thomas Sibley wrote: > On 21 Feb 2011 11:40, Chris Hall wrote: > > ..so I've been racking my brain on this one for awhile. Any guidance is > > appreciated. The aforementioned query works great, I just need to > > integrate it into RT. However, the RT queries seem to (I'm sure for > > good reason) strip off alot of that query to the point that it doesn't > > work. I've tried manually setting it as the query in a custom > > Results.html, still to no avail. I'm not quite sure how to proceed. > > Does anyone have any suggestions? > > RT's user-exposed queries are written in TicketSQL, not SQL. TicketSQL > is a SQL-like DSL to describe tickets you want to find. TicketSQL > doesn't search for transactions, only tickets, so you can't express your > SQL query in TicketSQL. http://requesttracker.wikia.com/wiki/TicketSQL > > To show the results of your SQL below in RT, you'd need to modify the > query to use the DBIx::SearchBuilder API and then display the results. > > Thomas > > > On Fri, Feb 11, 2011 at 11:48 AM, Kenneth Crocker > > wrote: > > > > Chris, > > > > We do something similar to Payam. We have an Oracle DataBase so we > > created a "view" of the RT data to allow us to use COGNOS (or other > > reporting software) to create reports from RT data. Works great. > > > > Kenn > > LBNL > > > > On Fri, Feb 11, 2011 at 1:32 AM, Payam Poursaied > > wrote: > > > > You could start by database > > > > select > > > Transactions.id,ObjectType,ObjectId,Type,Transactions.Created,Name,EmailAddr > > ess from Transactions > > inner join Users on Users.id=Transactions.Creator > > where ObjectType='RT::Ticket' and Type='Comment' and > > Transactins.Created>='YYYY-MM-DD HH:MM:SS' and > > Transactions.Created<='YYYY-MM-DD HH:MM:SS'; > > > > But be aware of 2 things: > > First: the time is not your localtime, it is GMT0 > > second: if someone rather than your support team is allowed to > > comment on > > tickets, you would have them in the report > > > > > > > > > > Date: Thu, 10 Feb 2011 16:25:10 -0500 > > From: Chris Hall > > > To: rt-users at lists.bestpractical.com > > > > Subject: Re: [rt-users] search by CommentedOnBy? > > > > I hate to necro an old, dead thread but.. this seems to have > > come up again.. > > from two separate people. I did figure out if I edited the > > advanced section > > and added __CommentedOnBy__ I could at least see who the last > > person was to > > comment on a ticket, but here's my current problem: > > > > Helpdesk manager person has some software that spits out how > > many calls a > > given worker does, and wants to compare this with the RT > > records. For > > example, Worker A takes 54 calls in a night. Helpdesk manager > > person wants > > to check the RT records to see if he has made 54 comments for > > that given > > night. Kind of a making sure ppl are doing what they're > > supposed to be > > doing. > > > > So sometime before the end of the month, I need to figure out a > > way to form > > a query to show all comments in a given month. Maybe not "show" > > them, but > > just a list to say... Worker A commented on the following > > tickets this > > month. > > > > Does anybody have any suggestions where I could start with > > something like > > this? > > > > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Tue Feb 22 13:17:07 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 22 Feb 2011 13:17:07 -0500 Subject: [rt-users] search by CommentedOnBy? In-Reply-To: References: <009c01cbc9ce$ab3711b0$01a53510$@net> <4D6299E7.1020001@bestpractical.com> Message-ID: <20110222181707.GB95513@jibsheet.com> On Tue, Feb 22, 2011 at 01:10:00PM -0500, Chris Hall wrote: > Sorry for the ignorance here, but I'm trying to muddle my way through this. I've installed > DBIx::SearchBuilder via cpan and I've made a copy of the Results.html found in > /opt/rt3/share/html/Search, and called it Results_custom.html. I've put the following code in: > use DBIx::SearchBuilder::Handle; > my $handle = DBIx::SearchBuilder::Handle->new(); > $handle->Connect( > Driver => 'mysql', > Database => 'rt3', > Host => 'localhost', > User => 'rt_user', > Password => 'abcd1234' > ); > my ($title, $ticketcount); > $session{'i'}++; > $session{'tickets'} = RT::Tickets->new($session{'CurrentUser'}) ; > $session{'tickets'}->$handle->FetchResult("select > Transactions.id,ObjectType,ObjectId,Type,Transactions.Created,Name,EmailAddress from > Transactions inner join Users on Users.id=Transactions.Creator where ObjectType='RT::Ticket' > and Type='Comment' and Transactions.Created>='2011-02-04 01:00:00' and > Transactions.Created<='2011-02-07 23:59:00';"); > in place of: > my ($title, $ticketcount); > $session{'i'}++; > $session{'tickets'} = RT::Tickets->new($session{'CurrentUser'}) ; > $session{'tickets'}->FromSQL($Query) if ($Query); > to try to force a query, but it seems to return no results. I can't seem to find a place to > troubleshoot this from, so it's kinda like shooting in the dark. I was hoping maybe somebody > could give me a little insight as to where I'm mis-stepping. Again, sorry about all the > trouble and questions about this. This seems the wrong way to go about it. Also, DBIx::SearchBuilder is required for RT, so I'd assume you have it installed already. I'd build a portlet in local/html/Elements that makes an RT::Tickets object (which is a DBIx::SearchBuilder object) and calls Limit to build the queries you want and then passes the result to CollectionList. You can add that portlet to your HomepageComponents and add it to your front page like any other search once you get there. You may want to take apart the other portlets in HomepageCOmponents to get an idea of what is going on. -kevin > On Mon, Feb 21, 2011 at 11:59 AM, Thomas Sibley <[1]trs at bestpractical.com> wrote: > > On 21 Feb 2011 11:40, Chris Hall wrote: > > ..so I've been racking my brain on this one for awhile. Any guidance is > > appreciated. The aforementioned query works great, I just need to > > integrate it into RT. However, the RT queries seem to (I'm sure for > > good reason) strip off alot of that query to the point that it doesn't > > work. I've tried manually setting it as the query in a custom > > Results.html, still to no avail. I'm not quite sure how to proceed. > > Does anyone have any suggestions? > > RT's user-exposed queries are written in TicketSQL, not SQL. TicketSQL > is a SQL-like DSL to describe tickets you want to find. TicketSQL > doesn't search for transactions, only tickets, so you can't express your > SQL query in TicketSQL. [2]http://requesttracker.wikia.com/wiki/TicketSQL > > To show the results of your SQL below in RT, you'd need to modify the > query to use the DBIx::SearchBuilder API and then display the results. > > Thomas > > On Fri, Feb 11, 2011 at 11:48 AM, Kenneth Crocker <[3]kfcrocker at lbl.gov > > > wrote: > > > > Chris, > > > > We do something similar to Payam. We have an Oracle DataBase so we > > created a "view" of the RT data to allow us to use COGNOS (or other > > reporting software) to create reports from RT data. Works great. > > > > Kenn > > LBNL > > > > On Fri, Feb 11, 2011 at 1:32 AM, Payam Poursaied <[5]payam at rasana.net > > > wrote: > > > > You could start by database > > > > select > > Transactions.id,ObjectType,ObjectId,Type,Transactions.Created,Name,EmailAddr > > ess from Transactions > > inner join Users on Users.id=Transactions.Creator > > where ObjectType='RT::Ticket' and Type='Comment' and > > Transactins.Created>='YYYY-MM-DD HH:MM:SS' and > > Transactions.Created<='YYYY-MM-DD HH:MM:SS'; > > > > But be aware of 2 things: > > First: the time is not your localtime, it is GMT0 > > second: if someone rather than your support team is allowed to > > comment on > > tickets, you would have them in the report > > > > > > > > > > Date: Thu, 10 Feb 2011 16:25:10 -0500 > > From: Chris Hall <[7]hiro24 at gmail.com > > > To: [9]rt-users at lists.bestpractical.com > > > > Subject: Re: [rt-users] search by CommentedOnBy? > > > > I hate to necro an old, dead thread but.. this seems to have > > come up again.. > > from two separate people. I did figure out if I edited the > > advanced section > > and added __CommentedOnBy__ I could at least see who the last > > person was to > > comment on a ticket, but here's my current problem: > > > > Helpdesk manager person has some software that spits out how > > many calls a > > given worker does, and wants to compare this with the RT > > records. For > > example, Worker A takes 54 calls in a night. Helpdesk manager > > person wants > > to check the RT records to see if he has made 54 comments for > > that given > > night. Kind of a making sure ppl are doing what they're > > supposed to be > > doing. > > > > So sometime before the end of the month, I need to figure out a > > way to form > > a query to show all comments in a given month. Maybe not "show" > > them, but > > just a list to say... Worker A commented on the following > > tickets this > > month. > > > > Does anybody have any suggestions where I could start with > > something like > > this? > > > > > > > > References > > Visible links > 1. mailto:trs at bestpractical.com > 2. http://requesttracker.wikia.com/wiki/TicketSQL > 3. mailto:kfcrocker at lbl.gov > 4. mailto:kfcrocker at lbl.gov > 5. mailto:payam at rasana.net > 6. mailto:payam at rasana.net > 7. mailto:hiro24 at gmail.com > 8. mailto:hiro24 at gmail.com > 9. mailto:rt-users at lists.bestpractical.com > 10. mailto:rt-users at lists.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 jesse at bestpractical.com Tue Feb 22 13:31:07 2011 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 22 Feb 2011 13:31:07 -0500 Subject: [rt-users] Testing 4.0.0rc5 - experiences upgrading from 3.6.4 on RHEL6 In-Reply-To: <094FB4CE-10A0-496F-BFFE-CE6F277790AD@DAZZA.ORG> References: <8F442C89-423E-464A-8C72-04990FBD7895@dazza.org> <20110219024513.GE24982@bestpractical.com> <094FB4CE-10A0-496F-BFFE-CE6F277790AD@DAZZA.ORG> Message-ID: <20110222183107.GC2102@bestpractical.com> On Sat, Feb 19, 2011 at 11:19:35AM -0500, Darren Nickerson wrote: > Okay, only a few problems remaining, but they're doozies. Any help welcomed. > > 1. Apache occasionally stops responding to http requests. I haven't found a pattern yet, but it's frequent. Unable to login, the page just hangs waiting for a response ... the only log entry I see in apache's error log is: > Darren, Can you try out this new version of Plack: http://pause.perl.org/incoming/Plack-0.9970.tar.gz We believe it may resolve your issues. Thanks, Jesse From hiro24 at gmail.com Tue Feb 22 14:19:07 2011 From: hiro24 at gmail.com (Chris Hall) Date: Tue, 22 Feb 2011 14:19:07 -0500 Subject: [rt-users] search by CommentedOnBy? In-Reply-To: <20110222181707.GB95513@jibsheet.com> References: <009c01cbc9ce$ab3711b0$01a53510$@net> <4D6299E7.1020001@bestpractical.com> <20110222181707.GB95513@jibsheet.com> Message-ID: The problem is, I'm not strong enough in sql and perl to whip that out. I understand the HomepageComponents, I've added a couple, and I can edit usually to suit my needs, but I can't just whip out a portlet. Not sure how to proceed. On Tue, Feb 22, 2011 at 1:17 PM, Kevin Falcone wrote: > On Tue, Feb 22, 2011 at 01:10:00PM -0500, Chris Hall wrote: > > Sorry for the ignorance here, but I'm trying to muddle my way through > this. I've installed > > DBIx::SearchBuilder via cpan and I've made a copy of the Results.html > found in > > /opt/rt3/share/html/Search, and called it Results_custom.html. I've > put the following code in: > > use DBIx::SearchBuilder::Handle; > > my $handle = DBIx::SearchBuilder::Handle->new(); > > $handle->Connect( > > Driver => 'mysql', > > Database => 'rt3', > > Host => 'localhost', > > User => 'rt_user', > > Password => 'abcd1234' > > ); > > my ($title, $ticketcount); > > $session{'i'}++; > > $session{'tickets'} = RT::Tickets->new($session{'CurrentUser'}) ; > > $session{'tickets'}->$handle->FetchResult("select > > > Transactions.id,ObjectType,ObjectId,Type,Transactions.Created,Name,EmailAddress > from > > Transactions inner join Users on Users.id=Transactions.Creator where > ObjectType='RT::Ticket' > > and Type='Comment' and Transactions.Created>='2011-02-04 01:00:00' and > > Transactions.Created<='2011-02-07 23:59:00';"); > > in place of: > > my ($title, $ticketcount); > > $session{'i'}++; > > $session{'tickets'} = RT::Tickets->new($session{'CurrentUser'}) ; > > $session{'tickets'}->FromSQL($Query) if ($Query); > > to try to force a query, but it seems to return no results. I can't > seem to find a place to > > troubleshoot this from, so it's kinda like shooting in the dark. I was > hoping maybe somebody > > could give me a little insight as to where I'm mis-stepping. Again, > sorry about all the > > trouble and questions about this. > > This seems the wrong way to go about it. Also, DBIx::SearchBuilder is > required for RT, so I'd assume you have it installed already. > > I'd build a portlet in local/html/Elements that makes an RT::Tickets > object (which is a DBIx::SearchBuilder object) and calls Limit to > build the queries you want and then passes the result to > CollectionList. > > You can add that portlet to your HomepageComponents and add it to your > front page like any other search once you get there. > > You may want to take apart the other portlets in HomepageCOmponents to > get an idea of what is going on. > > -kevin > > > > On Mon, Feb 21, 2011 at 11:59 AM, Thomas Sibley <[1] > trs at bestpractical.com> wrote: > > > > On 21 Feb 2011 11:40, Chris Hall wrote: > > > ..so I've been racking my brain on this one for awhile. Any > guidance is > > > appreciated. The aforementioned query works great, I just need to > > > integrate it into RT. However, the RT queries seem to (I'm sure > for > > > good reason) strip off alot of that query to the point that it > doesn't > > > work. I've tried manually setting it as the query in a custom > > > Results.html, still to no avail. I'm not quite sure how to > proceed. > > > Does anyone have any suggestions? > > > > RT's user-exposed queries are written in TicketSQL, not SQL. > TicketSQL > > is a SQL-like DSL to describe tickets you want to find. TicketSQL > > doesn't search for transactions, only tickets, so you can't express > your > > SQL query in TicketSQL. [2] > http://requesttracker.wikia.com/wiki/TicketSQL > > > > To show the results of your SQL below in RT, you'd need to modify > the > > query to use the DBIx::SearchBuilder API and then display the > results. > > > > Thomas > > > On Fri, Feb 11, 2011 at 11:48 AM, Kenneth Crocker <[3] > kfcrocker at lbl.gov > > > > wrote: > > > > > > Chris, > > > > > > We do something similar to Payam. We have an Oracle DataBase so we > > > created a "view" of the RT data to allow us to use COGNOS (or > other > > > reporting software) to create reports from RT data. Works great. > > > > > > Kenn > > > LBNL > > > > > > On Fri, Feb 11, 2011 at 1:32 AM, Payam Poursaied <[5] > payam at rasana.net > > > > wrote: > > > > > > You could start by database > > > > > > select > > > > Transactions.id,ObjectType,ObjectId,Type,Transactions.Created,Name,EmailAddr > > > ess from Transactions > > > inner join Users on Users.id=Transactions.Creator > > > where ObjectType='RT::Ticket' and Type='Comment' and > > > Transactins.Created>='YYYY-MM-DD HH:MM:SS' and > > > Transactions.Created<='YYYY-MM-DD HH:MM:SS'; > > > > > > But be aware of 2 things: > > > First: the time is not your localtime, it is GMT0 > > > second: if someone rather than your support team is allowed to > > > comment on > > > tickets, you would have them in the report > > > > > > > > > > > > > > > Date: Thu, 10 Feb 2011 16:25:10 -0500 > > > From: Chris Hall <[7]hiro24 at gmail.com >> > > > To: [9]rt-users at lists.bestpractical.com > > > > > > Subject: Re: [rt-users] search by CommentedOnBy? > > > > > > I hate to necro an old, dead thread but.. this seems to have > > > come up again.. > > > from two separate people. I did figure out if I edited the > > > advanced section > > > and added __CommentedOnBy__ I could at least see who the last > > > person was to > > > comment on a ticket, but here's my current problem: > > > > > > Helpdesk manager person has some software that spits out how > > > many calls a > > > given worker does, and wants to compare this with the RT > > > records. For > > > example, Worker A takes 54 calls in a night. Helpdesk manager > > > person wants > > > to check the RT records to see if he has made 54 comments for > > > that given > > > night. Kind of a making sure ppl are doing what they're > > > supposed to be > > > doing. > > > > > > So sometime before the end of the month, I need to figure out a > > > way to form > > > a query to show all comments in a given month. Maybe not "show" > > > them, but > > > just a list to say... Worker A commented on the following > > > tickets this > > > month. > > > > > > Does anybody have any suggestions where I could start with > > > something like > > > this? > > > > > > > > > > > > > References > > > > Visible links > > 1. mailto:trs at bestpractical.com > > 2. http://requesttracker.wikia.com/wiki/TicketSQL > > 3. mailto:kfcrocker at lbl.gov > > 4. mailto:kfcrocker at lbl.gov > > 5. mailto:payam at rasana.net > > 6. mailto:payam at rasana.net > > 7. mailto:hiro24 at gmail.com > > 8. mailto:hiro24 at gmail.com > > 9. mailto:rt-users at lists.bestpractical.com > > 10. mailto:rt-users at lists.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From frota at cecom.ufmg.br Tue Feb 22 14:21:01 2011 From: frota at cecom.ufmg.br (Fernando Frota Machado de Morais) Date: Tue, 22 Feb 2011 16:21:01 -0300 Subject: [rt-users] Stop RT for Backupprocess In-Reply-To: <30984747.post@talk.nabble.com> References: <30984358.post@talk.nabble.com> <1E61B36701968147802416A3DC64E111DD28D4@vglsrv02.vgl2.office.vaioni.com> <30984747.post@talk.nabble.com> Message-ID: <201102221621.01465.frota@cecom.ufmg.br> it is importante to stop MTA before httpd. We are planning to configure a replica of the database that will be used to generate backups, while main copy continues running. We use this procedure: Cron: ------- 36 5,11,16,21 * * * /var/lib/mysql/dumprt3.sh dumprt3.sh -------------- /sbin/service exim stop /sbin/service httpd stop mysqldump -u backup rt3 > /backup/local/rt3-$M.sql mv -f /backup/amanda/rt3-2.sql.gz /backup/amanda/rt3-3.sql.gz mv -f /backup/amanda/rt3-1.sql.gz /backup/amanda/rt3-2.sql.gz mv -f /backup/amanda/rt3-atual.sql.gz /backup/amanda/rt3-1.sql.gz /sbin/service httpd start gzip /backup/local/rt3-$M.sql /sbin/service exim start cp /backup/local/rt3-$M.sql.gz /backup/amanda/rt3-atual.sql.gz find /backup/local/rt3*.sql.gz -mtime +10 -delete -- Fernando Frota Machado de Morais Divisao de Redes de Comunicacao Centro de Computacao Universidade Federal de Minas Gerais Brasil Tel. +55(31)3409.4007 Fax. +55(31)3409.4004 Em ter?a-feira 22 fevereiro 2011, ?s 07:59:06, john s. escreveu: > @Matthew > Thnx for help > > best regards john > > Matthew Hattersley wrote: > > You'd want to stop apache and probably the locally running MTA. For > > me that would be: > > > > /etc/init.d/httpd stop > > /etc/init.d/postfix stop > > > > However we backup rt including the SQL databases every night with > > no problems. RT is a tad unresponsive at times, maybe some table > > locks thrown in which trouble the night time NOC team, but > > generally it backs up fine. > > > > Talking from the view point of having had to have done 3 restores > > this year alone due to a mountain of fault Maxtor HDDs. > > > > Cheers > > > > Mat > > > > > > Kind Regards, > > Find Vaioni's latest Terms and Conditions & SLA docs > > http://www.vaioni.com/tcaupsla.html. > > http://www.vaioni.com/ > > http://www.convergencesummit.co.uk/Exhibitor_List_North.cfm#Exhibit > > or_285 http://www.cbawards.co.uk/Reader_Vote_3.cfm > > Matthew Hattersley > > > > Email: mailto:matthew.hattersley at vaioni.com > > Mobile: > > > > 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.convergencesummit.co.uk/Exhibitor_List_North.cfm#Exhibit > > or_285 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. > > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of john > > s. Sent: 22 February 2011 10:05 > > To: rt-users at lists.bestpractical.com > > Subject: [rt-users] Stop RT for Backupprocess > > > > > > Hello all, > > > > I would like to Stop and Start RT in order to make an Backup > > Process. > > > > > > Should i Kill or Stop the RT Process ? Whats the difference and > > what does > > it make more sense? > > > > And which processes are belongs to RT? > > > > > > greetings john From theitsmith at gmail.com Tue Feb 22 14:36:20 2011 From: theitsmith at gmail.com (Thomas Smith) Date: Tue, 22 Feb 2011 12:36:20 -0700 Subject: [rt-users] Stop RT for Backupprocess In-Reply-To: <30984358.post@talk.nabble.com> References: <30984358.post@talk.nabble.com> Message-ID: On Tue, Feb 22, 2011 at 3:05 AM, john s. wrote: > > Hello all, > > I would like to Stop and Start RT in order to make an Backup Process. > > > Should i Kill or Stop the RT Process ? Whats the difference and what does > it make more sense? > > And which processes are belongs to RT? > > I'm not a MySQL expert by any means, but isn't it possible to get a quiescent backup of MySQL without stopping/starting any services? It's my understanding that one can issue a "read lock" as part of the mysqldump command. If this is the case, wouldn't it be less disruptive to users since the web and email services would not be shutdown in order to perform a backup. I have also read that this "read lock" works particularly well when using it to backup a replica, since this would require zero down time. ~ Tom -------------- next part -------------- An HTML attachment was scrubbed... URL: From ggreene at minervanetworks.com Tue Feb 22 14:56:38 2011 From: ggreene at minervanetworks.com (Gary Greene) Date: Tue, 22 Feb 2011 11:56:38 -0800 Subject: [rt-users] Which template contains the sidebar links.... In-Reply-To: <20110222165220.GD4121@easter-eggs.com> Message-ID: Thanks for the pointer on this :) On 22/2/11 8:52 AM, "Emmanuel Lacour" wrote: > On Tue, Feb 15, 2011 at 02:40:08PM -0800, Gary Greene wrote: >> I'd like to add the two queues we have into the sidebar of the RT interface. >> I'm trying to find which files are used to build these out. Any pointers as >> to where to look for this would be useful. Thanks. >> > > share/html/Elements/Tabs > > you can add more links by writing something like this in the following > file (callback): > > local/html/Callbacks/MyCallbacks/Elements/Tabs/Default > > ----snip---- > <%init> > $toptabs->{'Q'} = { title => loc('Queue1'), > path => '/index.html?q=Queue1', > }; > > <%args> > $topactions => undef > $toptabs => undef > > ----snip---- > > -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Office: (408) 240-1239 From Joanne.Keown at coloradogroup.com.au Tue Feb 22 16:51:40 2011 From: Joanne.Keown at coloradogroup.com.au (Joanne Keown) Date: Wed, 23 Feb 2011 07:51:40 +1000 Subject: [rt-users] RT 3.8.9 - "Subject Tag" field often blank In-Reply-To: <20110222174554.GA95513@jibsheet.com> References: <20110222164232.GB4121@easter-eggs.com> <20110222174554.GA95513@jibsheet.com> Message-ID: <0F5FC019E0CDF3459EE1B8D44E8507274543874C05@BNE-EXCH.coloradogroup.com.au> Hi keven, Is 3.8.10 released for upgrade? Jo Jo Keown, MBusAdmin(Mgt), PNA IS Business Analyst Colorado Group Ltd 100 Melbourne Street South Brisbane ?QLD ? 4101 Ph:??? +61? 7 3877 3399 Mobile:?? 0402 697 351 Email: joanne.keown at coloradogroup.com.au ?Sign up to FUSION now for special member offers at 5 of Australia's leading fashion brands. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Wednesday, 23 February 2011 3:46 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT 3.8.9 - "Subject Tag" field often blank On Tue, Feb 22, 2011 at 05:42:33PM +0100, Emmanuel Lacour wrote: > On Tue, Feb 22, 2011 at 07:54:14AM +0200, Jason Doller wrote: > > Hi Everyone > > > > When editing a queue I often find the "Subject Tag" field blank. > > The emails vacillate between what the value should be, and what the > > default is, but I am unsure whether I do anything to cause the > > inconsistency. > > > > I can just add that I see this also on 3.8.8 with MySQL at least. > > Using a script to get/set SubjectTag works correctly, but not with UI. This should be fixed in 6a57e9d6ce74e1d9ae991ca4399b2c73a6845d8b We thought it was committed to 3.8 and merged forward, but it turns out that it was committed to 4.0 and never cherry picked back. You should be able to apply that patch manually, or it will be include in 3.8.10 -kevin From paul at paulororke.net Tue Feb 22 19:20:00 2011 From: paul at paulororke.net (Paul O'Rorke) Date: Tue, 22 Feb 2011 16:20:00 -0800 Subject: [rt-users] Stripping copied parts of email before saving as comment or reply In-Reply-To: <1091983174.226.1297864615025.JavaMail.root@mail> References: <1091983174.226.1297864615025.JavaMail.root@mail> Message-ID: <4D6452B0.3070200@paulororke.net> Any thoughts out there on how to achieve this? I don't want fancy Google Style expanding conversation boxes, I'd rather just strip the reply parts of the email from the ticket so the ticket records only what is new. I started looking at the Perl MIME::Parser but that is a whole can of worms and I don't know Perl... Does anyone have any suggestions where to start? Paul O'Rorke paul at paulororke.net home.: (250) 483 1456 cell.: (250) 732 7022 On 11-02-16 05:56 AM, Paul D. O'Rorke wrote: > Hi, > > I'm running 3.8.4. We use RT to track software bugs that go to a > software development team. > > I want to stick with RT (getting pressure to change) because once > proven we wish to expand it's scope to include customer support > request tracking. Much of what I want in a customer support ticket > should never make it's way into a bug report. The biggest issue I > have with using RT for the customer support is the history that is in > each email making the tickets large and unwieldy. This appears to be > addressed with the proposed extension I found referred to in the email > below. I found this while searching the mailing list archives. > > I'd rather try this now than wait for 4.0 because unless I can show RT > effectively doing what we want the decision will be taken out of my > hands and we'll get lumped with some proprietary cr@? I cannot simply > trim the emails, this has to work with email message/reply. > > So is it possible to get the trim/hide extension below or is it > already available and I'm just missing it? > > Regards > > On Mon, Jan 03, 2011 at 10:41:59AM -0800, Laura Grella wrote: > > > > > > >> If you want to see the core version, it is now live on > >> issues.bestpractical.com. The plugin for 3.8 will hopefully get > >> released this week, but we're busy trying to release lots of things. > > > > > > Thanks - I've never installed an extension for RT. Would be able to > point me > > the right direction for instructions? I rather install it for 3.8 > than wait > > for 4.0. > ? [hide part of quote > ] > ? [hide part of quote > ] > You should read the README once the extension has been released. It > covers installation of plugins. > > -kevin > > > > We have an extension to do this that we're working to get released. > > > (And it's already built in to 4.0) > > > - Show quoted text - > > > > -- > Paul O'Rorke > > paul at paulororke.net > Home .: +1 (250) 483 1456 > Mobile.: +1 (250) 709 7740 -------------- next part -------------- An HTML attachment was scrubbed... URL: From brad at thecomputerclinic.ca Tue Feb 22 20:30:23 2011 From: brad at thecomputerclinic.ca (brad at thecomputerclinic.ca) Date: Tue, 22 Feb 2011 17:30:23 -0800 Subject: [rt-users] Printing tickets Message-ID: <0e80c9615b093ec90911c30e3ec87be3.squirrel@webmail.thecomputerclinic.ca> New RT user... I own a computer repair shop and I have been looking at RT off and on for the last year or so, as a way to track our customer problem tickets. There two things that I am wondering about and maybe someone has come across this before or can shed some light. I would like to be able to: 1. print a ticket stub to give to my customers when they drop their computer off at our shop, print slip to go with printer and I also would like to print stickers from a tag printer or similar to stick onto the computer and parts 2. retrieve and save customer information to my postgresql database (ledgersmb) so that I don't have to maintain two lists of customers Other than that RT does pretty much what I want out of the box. The only other wish is, it would be nice to have multiple screens when creating a new ticket, kind of like a wizard. Enter customer info, then next to select problem, etc, etc, submit. My programmer did add the ability to have check boxes and radio buttons when submitting a ticket, but does make the new ticket screen kinda messy. Any thoughts would be greatly appreciated. Thanks Brad Yarotsky The Computer Clinic Canada From ruslan.zakirov at gmail.com Tue Feb 22 22:12:09 2011 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 23 Feb 2011 08:12:09 +0500 Subject: [rt-users] Stripping copied parts of email before saving as comment or reply In-Reply-To: <4D6452B0.3070200@paulororke.net> References: <1091983174.226.1297864615025.JavaMail.root@mail> <4D6452B0.3070200@paulororke.net> Message-ID: Take a look at Text::Quoted and HTML::Quoted and how they used in RT 3.8.8 and 4.0.0. Regards, Ruslan. From phone. 23.02.2011 5:29 ???????????? "Paul O'Rorke" ???????: > Any thoughts out there on how to achieve this? > > I don't want fancy Google Style expanding conversation boxes, I'd > rather just strip the reply parts of the email from the ticket so the > ticket records only what is new. I started looking at the Perl > MIME::Parser > > but that is a whole can of worms and I don't know Perl... > > Does anyone have any suggestions where to start? > > > > Paul O'Rorke > > paul at paulororke.net > home.: (250) 483 1456 > cell.: (250) 732 7022 > > > On 11-02-16 05:56 AM, Paul D. O'Rorke wrote: >> Hi, >> >> I'm running 3.8.4. We use RT to track software bugs that go to a >> software development team. >> >> I want to stick with RT (getting pressure to change) because once >> proven we wish to expand it's scope to include customer support >> request tracking. Much of what I want in a customer support ticket >> should never make it's way into a bug report. The biggest issue I >> have with using RT for the customer support is the history that is in >> each email making the tickets large and unwieldy. This appears to be >> addressed with the proposed extension I found referred to in the email >> below. I found this while searching the mailing list archives. >> >> I'd rather try this now than wait for 4.0 because unless I can show RT >> effectively doing what we want the decision will be taken out of my >> hands and we'll get lumped with some proprietary cr@? I cannot simply >> trim the emails, this has to work with email message/reply. >> >> So is it possible to get the trim/hide extension below or is it >> already available and I'm just missing it? >> >> Regards >> >> On Mon, Jan 03, 2011 at 10:41:59AM -0800, Laura Grella wrote: >> >> > >> > >> >> If you want to see the core version, it is now live on >> >> issues.bestpractical.com. The plugin for 3.8 will hopefully get >> >> released this week, but we're busy trying to release lots of things. >> > >> > >> > Thanks - I've never installed an extension for RT. Would be able to >> point me >> > the right direction for instructions? I rather install it for 3.8 >> than wait >> > for 4.0. >> ? [hide part of quote >> ] >> ? [hide part of quote >> ] >> You should read the README once the extension has been released. It >> covers installation of plugins. >> >> -kevin >> >> > > We have an extension to do this that we're working to get released. >> > > (And it's already built in to 4.0) >> > > - Show quoted text - >> >> >> >> -- >> Paul O'Rorke >> >> paul at paulororke.net >> Home .: +1 (250) 483 1456 >> Mobile.: +1 (250) 709 7740 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Wed Feb 23 02:38:41 2011 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 23 Feb 2011 12:38:41 +0500 Subject: [rt-users] RT 3.8.9 - "Subject Tag" field often blank In-Reply-To: <0F5FC019E0CDF3459EE1B8D44E8507274543874C05@BNE-EXCH.coloradogroup.com.au> References: <20110222164232.GB4121@easter-eggs.com> <20110222174554.GA95513@jibsheet.com> <0F5FC019E0CDF3459EE1B8D44E8507274543874C05@BNE-EXCH.coloradogroup.com.au> Message-ID: No. 3.8.9 was released a few days ago. Use patch. Regards, Ruslan. From phone. 23.02.2011 2:52 ???????????? "Joanne Keown" < Joanne.Keown at coloradogroup.com.au> ???????: > Hi keven, > Is 3.8.10 released for upgrade? > > Jo > > Jo Keown, MBusAdmin(Mgt), PNA > IS Business Analyst > Colorado Group Ltd > 100 Melbourne Street > South Brisbane QLD 4101 > Ph: +61 7 3877 3399 > Mobile: 0402 697 351 > Email: joanne.keown at coloradogroup.com.au > > > Sign up to FUSION now for special member offers at 5 of Australia's leading fashion brands. > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto: rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone > Sent: Wednesday, 23 February 2011 3:46 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT 3.8.9 - "Subject Tag" field often blank > > On Tue, Feb 22, 2011 at 05:42:33PM +0100, Emmanuel Lacour wrote: >> On Tue, Feb 22, 2011 at 07:54:14AM +0200, Jason Doller wrote: >> > Hi Everyone >> > >> > When editing a queue I often find the "Subject Tag" field blank. >> > The emails vacillate between what the value should be, and what the >> > default is, but I am unsure whether I do anything to cause the >> > inconsistency. >> > >> >> I can just add that I see this also on 3.8.8 with MySQL at least. >> >> Using a script to get/set SubjectTag works correctly, but not with UI. > > This should be fixed in 6a57e9d6ce74e1d9ae991ca4399b2c73a6845d8b > We thought it was committed to 3.8 and merged forward, but it turns out that it was committed to 4.0 and never cherry picked back. > > You should be able to apply that patch manually, or it will be include in 3.8.10 > > -kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From fireskyer at gmx.de Wed Feb 23 02:47:16 2011 From: fireskyer at gmx.de (john s.) Date: Tue, 22 Feb 2011 23:47:16 -0800 (PST) Subject: [rt-users] Stop RT for Backupprocess In-Reply-To: References: <30984358.post@talk.nabble.com> Message-ID: <30992842.post@talk.nabble.com> @Thomas Thnx Thomas for advice , but at the moment we dont need an E-Mail Service so it doesn't matter if the service will be shutdown for backup process or not. furthermore..... Better safe than sorry :) best regards john Thomas Smith-12 wrote: > > On Tue, Feb 22, 2011 at 3:05 AM, john s. wrote: > >> >> Hello all, >> >> I would like to Stop and Start RT in order to make an Backup Process. >> >> >> Should i Kill or Stop the RT Process ? Whats the difference and what >> does >> it make more sense? >> >> And which processes are belongs to RT? >> >> > I'm not a MySQL expert by any means, but isn't it possible to get a > quiescent backup of MySQL without stopping/starting any services? > > It's my understanding that one can issue a "read lock" as part of the > mysqldump command. If this is the case, wouldn't it be less disruptive to > users since the web and email services would not be shutdown in order to > perform a backup. > > I have also read that this "read lock" works particularly well when using > it > to backup a replica, since this would require zero down time. > > ~ Tom > > -- View this message in context: http://old.nabble.com/Stop-RT-for-Backupprocess-tp30984358p30992842.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From nicolas.guiot at risc-group.com Wed Feb 23 03:43:57 2011 From: nicolas.guiot at risc-group.com (Nicolas GUIOT) Date: Wed, 23 Feb 2011 09:43:57 +0100 Subject: [rt-users] scrip OnComment triggered when script is resolved In-Reply-To: <20110222163542.GK12393@jibsheet.com> References: <20110221160941.0e183b44@lapcolas> <20110221193657.GC12393@jibsheet.com> <20110222092630.344fb328@lapcolas> <20110222132336.GI12393@jibsheet.com> <20110222133128.GH2819@gunboat-diplomat.oucs.ox.ac.uk> <20110222160519.517f5cae@lapcolas> <20110222163542.GK12393@jibsheet.com> Message-ID: <20110223094357.36b28538@lapcolas> On Tue, 22 Feb 2011 11:35:42 -0500 Kevin Falcone wrote: > On Tue, Feb 22, 2011 at 04:05:19PM +0100, Nicolas GUIOT wrote: > > On Tue, 22 Feb 2011 13:31:29 +0000 > > Dominic Hargreaves wrote: > > > > > On Tue, Feb 22, 2011 at 08:23:36AM -0500, Kevin Falcone wrote: > > > > On Tue, Feb 22, 2011 at 09:26:30AM +0100, Nicolas GUIOT wrote: > > > > > high bit characters, anything other than letters or numbers > > > But again, there have been many bugfixes on that code since 3.8.7 > > > Does this still happen if you remove your signature temporarily? > > > > > > If all you want to do is Resolve a ticket, click on Basics and > > > resolve it there, you'll skip the Comment screen. That should > > > help until you can test coming up to a newer version. > > > > OK, I made both tests : > > - If I go to basics, and set the state to "Resolved", only the > > right scrip is triggered. > > - If I remove my signature in the editor, then "Resolve", agin, > > only the resolve scrip is triggered. > > This points to an encoding bug in the RichText editor > If you change to the plain text editor and leave your Signature on, > does it still trigger a comment? > > > --> The problem must be within the signature. > > FYI, it looks like this : > > > > Nicolas GUIOT > > My Company - My Unit > > My Adresss/Location - street > > 12345 CITY - COUNTRY > > Tel : (+00) 1 22 33 44 55 > > Fax : (+00) 1 22 33 44 55 > > Do any of those elided lines contain 8bit characters? I think there > was an open bug about someone whose name contained ? and the rich text > editor escaping that in a way that RT didn't handle properly. > > -kevin OK, I switched to plain text editor, kept my signature, and everything is OK. Source of the problem seems to be the Rich Text editor. I tried to change my signature: 1 line, then 2,3,4,5,6 lines : everything is OK. Back to my original signature, then error again. And no, my signature has only "basic" character, no accent, anything. In my signature, I have 167 characters (according to wc -m), small and big letters, numbers and the following signs : -./:+() Nicolas From fireskyer at gmx.de Wed Feb 23 03:55:01 2011 From: fireskyer at gmx.de (john s.) Date: Wed, 23 Feb 2011 00:55:01 -0800 (PST) Subject: [rt-users] RT::Authen::ExternalAuth Installed need Help Message-ID: <30993192.post@talk.nabble.com> Good Morning all I've installed the External Auth Plugin for our RT System. But now i have no clue how to tackle it. My Knowledge about SSO is really really limited So can sb give me a hint to start the Challenge to get a good funcitonal connection to my LDAP Server ( Windows 2008) ? it would be really nice best regards john -- View this message in context: http://old.nabble.com/RT%3A%3AAuthen%3A%3AExternalAuth-Installed-need-Help-tp30993192p30993192.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From gsollazz at sgul.ac.uk Wed Feb 23 04:15:05 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Wed, 23 Feb 2011 09:15:05 +0000 Subject: [rt-users] RT::Authen::ExternalAuth Installed need Help In-Reply-To: <30993192.post@talk.nabble.com> References: <30993192.post@talk.nabble.com> Message-ID: <4D64D019.3000209@sgul.ac.uk> Hi John, you talk about SSO but it's not clear from what you say if you either want authentication based on - SSO - LDAP - SSO using LDAP Can you please clarify? On 23/02/11 08:55, john s. wrote: > > Good Morning all > > I've installed the External Auth Plugin for our RT System. > > > But now i have no clue how to tackle it. > > My Knowledge about SSO is really really limited > > > So can sb give me a hint to start the Challenge to get a good funcitonal > connection to my LDAP Server ( Windows 2008) ? > > it would be really nice > > best regards john > > > > > -- ____________________________________ 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 fireskyer at gmx.de Wed Feb 23 04:27:08 2011 From: fireskyer at gmx.de (john s.) Date: Wed, 23 Feb 2011 01:27:08 -0800 (PST) Subject: [rt-users] RT::Authen::ExternalAuth Installed need Help In-Reply-To: <4D64D019.3000209@sgul.ac.uk> References: <30993192.post@talk.nabble.com> <4D64D019.3000209@sgul.ac.uk> Message-ID: <30993406.post@talk.nabble.com> Hello Guiseppe I don't exactly what I'm talking about .. so I'LL describe in which way should it work The Authentification Server is an ActiveDirectory on an Windows2008 Server so if you Logged in in the Main network system with username and Password you have automallically access to the rt interface without double authentification in fact .... the AD server should handle the Authentification to the RT -Server maybe if it's fail an fallback to RT Authentifiaction would be nice but at the moment it isn't necessary. An other option is to make the authentification from AD to Apache ... so this would be fit too. like i said my background knowledge at this sector is very small best regards john Giuseppe Sollazzo-2 wrote: > > Hi John, > you talk about SSO but it's not clear from what you say if you either > want authentication based on > - SSO > - LDAP > - SSO using LDAP > > Can you please clarify? > > On 23/02/11 08:55, john s. wrote: >> >> Good Morning all >> >> I've installed the External Auth Plugin for our RT System. >> >> >> But now i have no clue how to tackle it. >> >> My Knowledge about SSO is really really limited >> >> >> So can sb give me a hint to start the Challenge to get a good funcitonal >> connection to my LDAP Server ( Windows 2008) ? >> >> it would be really nice >> >> best regards john >> >> >> >> >> > > > -- > ____________________________________ > > 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 > > > > -- View this message in context: http://old.nabble.com/RT%3A%3AAuthen%3A%3AExternalAuth-Installed-need-Help-tp30993192p30993406.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From fireskyer at gmx.de Wed Feb 23 05:59:41 2011 From: fireskyer at gmx.de (john s.) Date: Wed, 23 Feb 2011 02:59:41 -0800 (PST) Subject: [rt-users] RT::Authen::ExternalAuth Installed need Help In-Reply-To: <30993406.post@talk.nabble.com> References: <30993192.post@talk.nabble.com> <4D64D019.3000209@sgul.ac.uk> <30993406.post@talk.nabble.com> Message-ID: <30993957.post@talk.nabble.com> i think this is sso per ldap to rt or ldap to apache -- View this message in context: http://old.nabble.com/RT%3A%3AAuthen%3A%3AExternalAuth-Installed-need-Help-tp30993192p30993957.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ruslan.zakirov at gmail.com Wed Feb 23 06:34:12 2011 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 23 Feb 2011 16:34:12 +0500 Subject: [rt-users] rt 3.8.9 on ubuntu 8.04 - login problem In-Reply-To: <30977146.post@talk.nabble.com> References: <30977146.post@talk.nabble.com> Message-ID: Set WebDomain and don't touch WebBaseURL. Regards, Ruslan. From phone. 21.02.2011 18:52 ???????????? "nrtusern" ???????: > > Dear friends. > > I am setting up a rt 3.8.9 on Ubuntu 8.04 > > after successfully installed rt and start the apache2 by reading the README, > i met the following 2 problems: > > 1. the display speed of the main page is very slow, it may take 1 minute to > open the login screen. > 2. username "root" and the password "password" doesn't work, I always get > the "http://noauth/Login.html" > > I try to reset the root password, but doesn't work for me by: > > ------------------------------------------------------------------------------------------------- > > perl -I/opt/rt3/local/lib -I/opt/rt3/lib \ > -MRT -MRT::User \ > -e'RT::LoadConfig();RT::Init(); my $u = RT::User->new($RT::SystemUser); > $u->Load("root"); $u->SetPassword("secret")' > > -------------------------------------------------------------------------------------------------- > > So I guess something wrong with my configuration, can someone give me some > suggestion? > > the site configration is: > > ----------------------------------------------------- > Set($rtname, "kk"); > Set($Organization, "rt.kk.org"); > Set($Timezone, 'US/Pacific'); > Set($WebBaseURL, "http://rt.kk.org"); > Set($WebPath, "/"); > Set($CorrespondAddress, 'correspond at kk.org'); > Set($CommentAddress, 'comment at kk.org'); > Set($SendmailPath, "/usr/lib/sendmail"); > Set($OwnerEmail, "admin at example.com"); > ---------------------------------------------------- > > and the apache configuration is: > > ----------------------------------------------------- > > ServerName rt.example.com > DocumentRoot /opt/rt3/share/html > AddDefaultCharset UTF-8 > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > > > SetHandler perl-script > PerlHandler RT::Mason > > > > > ------------------------------------------------------ > > here is the warning information from apache2 > > ------------------------------------------------------------------------------------- > [warning]: We opened /dev/null to protect FD #1, but descriptor #1 is > already occupied at /opt/rt3/bin/webmux.pl line 78. > (/opt/rt3/bin/webmux.pl:78) > ------------------------------------------------------------------------------------- > > No more other error information..... > > -- > View this message in context: http://old.nabble.com/rt-3.8.9-on-ubuntu-8.04---login-problem-tp30977146p30977146.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From gsollazz at sgul.ac.uk Wed Feb 23 06:59:36 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Wed, 23 Feb 2011 11:59:36 +0000 Subject: [rt-users] RT::Authen::ExternalAuth Installed need Help In-Reply-To: <30993957.post@talk.nabble.com> References: <30993192.post@talk.nabble.com> <4D64D019.3000209@sgul.ac.uk> <30993406.post@talk.nabble.com> <30993957.post@talk.nabble.com> Message-ID: <4D64F6A8.4050302@sgul.ac.uk> Hi John, what you can do is either to plug AD authentication into RT, or to use a SSO solution (such as CAS). Give this a look: http://blank.org/memory/output/rt-ad-sso.html Regards, Giuseppe On 23/02/11 10:59, john s. wrote: > > i think this is sso per ldap to rt > or ldap to apache > > > -- ____________________________________ 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 jiafang at vip.qq.com Wed Feb 23 07:18:32 2011 From: jiafang at vip.qq.com (nrtusern) Date: Wed, 23 Feb 2011 04:18:32 -0800 (PST) Subject: [rt-users] rt 3.8.9 on ubuntu 8.04 - login problem In-Reply-To: <30977146.post@talk.nabble.com> References: <30977146.post@talk.nabble.com> Message-ID: <30994427.post@talk.nabble.com> Hello from the dpkg --list, i see the mod_perl2 is: root at yycat:~# dpkg --list | grep mod-perl ii libapache2-mod-perl2 2.0.3-2ubuntu2 Integration of perl with the Apache2 web ser nrtusern wrote: > > Dear friends. > > I am setting up a rt 3.8.9 on Ubuntu 8.04 > > after successfully installed rt and start the apache2 by reading the > README, i met the following 2 problems: > > 1. the display speed of the main page is very slow, it may take 1 minute > to open the login screen. > 2. username "root" and the password "password" doesn't work, I always get > the "http://noauth/Login.html" > > I try to reset the root password, but doesn't work for me by: > > ------------------------------------------------------------------------------------------------- > > perl -I/opt/rt3/local/lib -I/opt/rt3/lib \ > -MRT -MRT::User \ > -e'RT::LoadConfig();RT::Init(); my $u = > RT::User->new($RT::SystemUser); $u->Load("root"); > $u->SetPassword("secret")' > > -------------------------------------------------------------------------------------------------- > > So I guess something wrong with my configuration, can someone give me some > suggestion? > > the site configration is: > > ----------------------------------------------------- > Set($rtname, "kk"); > Set($Organization, "rt.kk.org"); > Set($Timezone, 'US/Pacific'); > Set($WebBaseURL, "http://rt.kk.org"); > Set($WebPath, "/"); > Set($CorrespondAddress, 'correspond at kk.org'); > Set($CommentAddress, 'comment at kk.org'); > Set($SendmailPath, "/usr/lib/sendmail"); > Set($OwnerEmail, "admin at example.com"); > ---------------------------------------------------- > > and the apache configuration is: > > ----------------------------------------------------- > > ServerName rt.example.com > DocumentRoot /opt/rt3/share/html > AddDefaultCharset UTF-8 > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > > > SetHandler perl-script > PerlHandler RT::Mason > > > > > ------------------------------------------------------ > > here is the warning information from apache2 > > ------------------------------------------------------------------------------------- > [warning]: We opened /dev/null to protect FD #1, but descriptor #1 is > already occupied at /opt/rt3/bin/webmux.pl line 78. > (/opt/rt3/bin/webmux.pl:78) > ------------------------------------------------------------------------------------- > > No more other error information..... > > -- View this message in context: http://old.nabble.com/rt-3.8.9-on-ubuntu-8.04---login-problem-tp30977146p30994427.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From fireskyer at gmx.de Wed Feb 23 07:27:30 2011 From: fireskyer at gmx.de (john s.) Date: Wed, 23 Feb 2011 04:27:30 -0800 (PST) Subject: [rt-users] RT::Authen::ExternalAuth Installed need Help In-Reply-To: <4D64F6A8.4050302@sgul.ac.uk> References: <30993192.post@talk.nabble.com> <4D64D019.3000209@sgul.ac.uk> <30993406.post@talk.nabble.com> <30993957.post@talk.nabble.com> <4D64F6A8.4050302@sgul.ac.uk> Message-ID: <30994494.post@talk.nabble.com> Hm... this article sounds like a little bit outdated .... is this the proper to get an solid sso via ad solution? Another thing : Is it normal that the apache2 server doesnt 't start anymore after i 've installed the perl module RT::Authen::ExternalAuth ? ... Remember nothing is configured yet Here is the error : [Wed Feb 23 12:05:05 2011] [error] Can't locate Net/LDAP.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/local/plugins/RT-Authen-ExternalAuth/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 . /etc/apache2) at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 3.\nBEGIN failed--compilation aborted at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 3.\nCompilation failed in require at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 26.\nBEGIN failed--compilation aborted at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 26.\nCompilation failed in require at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm line 3.\nBEGIN failed--compilation aborted at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm line 3.\nCompilation failed in require at (eval 1115) line 3.\nCompilation failed in require at (eval 113) line 3.\n\t...propagated at /usr/share/perl/5.10/base.pm line 93.\nBEGIN failed--compilation aborted at /opt/rt3/bin/../lib/RT/CurrentUser.pm line 96.\nCompilation failed in require at /opt/rt3/bin/../lib/RT.pm line 505.\nCompilation failed in require at (eval 2) line 1.\n [Wed Feb 23 12:05:05 2011] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server localhost:80, exiting... Giuseppe Sollazzo-2 wrote: > > Hi John, > what you can do is either to plug AD authentication into RT, or to use a > SSO solution (such as CAS). > > Give this a look: http://blank.org/memory/output/rt-ad-sso.html > > Regards, > Giuseppe > > On 23/02/11 10:59, john s. wrote: >> >> i think this is sso per ldap to rt >> or ldap to apache >> >> >> > > > -- > ____________________________________ > > 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 > > > > ----- best regards john -- View this message in context: http://old.nabble.com/RT%3A%3AAuthen%3A%3AExternalAuth-Installed-need-Help-tp30993192p30994494.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From fireskyer at gmx.de Wed Feb 23 07:28:51 2011 From: fireskyer at gmx.de (john s.) Date: Wed, 23 Feb 2011 04:28:51 -0800 (PST) Subject: [rt-users] RT::Authen::ExternalAuth Installed need Help Message-ID: <30994494.post@talk.nabble.com> Hm... this article sounds like a little bit outdated .... is this the proper way to get an solid solution based on sso via ad? Another thing : Is it normal that the apache2 server doesnt 't start anymore after i 've installed the perl module RT::Authen::ExternalAuth ? ... Remember nothing is configured yet Here is the error : [Wed Feb 23 12:05:05 2011] [error] Can't locate Net/LDAP.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/local/plugins/RT-Authen-ExternalAuth/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 . /etc/apache2) at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 3.\nBEGIN failed--compilation aborted at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm line 3.\nCompilation failed in require at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 26.\nBEGIN failed--compilation aborted at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm line 26.\nCompilation failed in require at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm line 3.\nBEGIN failed--compilation aborted at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm line 3.\nCompilation failed in require at (eval 1115) line 3.\nCompilation failed in require at (eval 113) line 3.\n\t...propagated at /usr/share/perl/5.10/base.pm line 93.\nBEGIN failed--compilation aborted at /opt/rt3/bin/../lib/RT/CurrentUser.pm line 96.\nCompilation failed in require at /opt/rt3/bin/../lib/RT.pm line 505.\nCompilation failed in require at (eval 2) line 1.\n [Wed Feb 23 12:05:05 2011] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server localhost:80, exiting... Giuseppe Sollazzo-2 wrote: > > Hi John, > what you can do is either to plug AD authentication into RT, or to use a > SSO solution (such as CAS). > > Give this a look: http://blank.org/memory/output/rt-ad-sso.html > > Regards, > Giuseppe > > On 23/02/11 10:59, john s. wrote: >> >> i think this is sso per ldap to rt >> or ldap to apache >> >> >> > > > -- > ____________________________________ > > 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 > > > > ----- best regards john -- View this message in context: http://old.nabble.com/RT%3A%3AAuthen%3A%3AExternalAuth-Installed-need-Help-tp30993192p30994494.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From DARREN at DAZZA.ORG Wed Feb 23 07:51:09 2011 From: DARREN at DAZZA.ORG (Darren Nickerson) Date: Wed, 23 Feb 2011 07:51:09 -0500 Subject: [rt-users] Testing 4.0.0rc5 - experiences upgrading from 3.6.4 on RHEL6 In-Reply-To: <20110222183107.GC2102@bestpractical.com> References: <8F442C89-423E-464A-8C72-04990FBD7895@dazza.org> <20110219024513.GE24982@bestpractical.com> <094FB4CE-10A0-496F-BFFE-CE6F277790AD@DAZZA.ORG> <20110222183107.GC2102@bestpractical.com> Message-ID: On Feb 22, 2011, at 1:31 PM, Jesse Vincent wrote: > > Darren, > > Can you try out this new version of Plack: > > http://pause.perl.org/incoming/Plack-0.9970.tar.gz > > We believe it may resolve your issues. Jesse, Thanks for your help! I installed that yesterday, but had to restart apache about 6 hours later because rt-mailgate was failing to insert tickets correctly. Well, actually the email was getting added to the ticket, but postfix thought it was failing: Feb 22 21:47:34 rt4 postfix/local[20829]: E2AE4C0672: to=, relay=local, delay=943, delays=762/0.02/0/180, dsn=4.3.0, status=deferred (temporary failure. Command output: An Error Occurred ================= 500 read timeout ) Feb 22 22:07:35 rt4 postfix/local[20920]: E2AE4C0672: to=, relay=local, delay=2143, delays=1963/0.02/0/180, dsn=4.3.0, status=deferred (temporary failure. Command output: An Error Occurred ================= 500 read timeout ) That's just one 40-minute retry interval there, it kept injecting this transaction (and others) every 40 mins until I restarted apache. This seems like the same behavior I was seeing before installing this version of Plack. Just to give you a bit more information about what I know here, I don't see this when RT is busy, ... it's usually in the evenings when it's been idle. And these read timeouts aren't limited to rt-mailgate, as I mentioned the user just sees a seemingly eternal hang when trying to access RT via the web as well. One time when this happened I kept hitting reload about 20 times on the browser, and noticed that each time I did so an apache thread went into a "W" (sending reply) status as reported by mod_status. Not getting any joy there, I tried 'apachectl graceful' to restart httpd, and as you can see below each thread just went into a "G" state, but stayed there until I stopped apache and restarted it. I'm very interested in getting to the bottom of this and will help any way I can ... I'm just not entirely sure what to try next, or how to get any visibility into where the lockup is occurring. Oh, and I'm still seeing these in the apache error log: [Wed Feb 23 07:31:14 2011] [error] Your request path is '/NoAuth/Logout.html' and it doesn't match your Location(Match) '/opt/rt4/share/html/'. This should be due to the configuration error. See perldoc Plack::Handler::Apache2 for details. [Wed Feb 23 07:45:16 2011] [error] Your request path is '/REST/1.0/NoAuth/mail-gateway' and it doesn't match your Location(Match) '/opt/rt4/share/html/'. This should be due to the configuration error. See perldoc Plack::Handler::Apache2 for details. [Wed Feb 23 07:46:14 2011] [error] Your request path is '/robots.txt' and it doesn't match your Location(Match) '/opt/rt4/share/html/'. This should be due to the configuration error. See perldoc Plack::Handler::Apache2 for details. -Darren [root at rt4 ~]# apachectl status Apache Server Status for localhost Server Version: Apache/2.2.15 (Unix) DAV/2 PHP/5.3.2 mod_ssl/2.2.15 OpenSSL/1.0.0-fips mod_wsgi/3.2 Python/2.6.5 mod_perl/2.0.4 Perl/v5.10.1 Server Built: Aug 14 2010 08:53:48 -------------------------------------------------------------------------- Current Time: Monday, 21-Feb-2011 11:15:41 EST Restart Time: Sunday, 20-Feb-2011 03:09:24 EST Parent Server Generation: 4 Server uptime: 1 day 8 hours 6 minutes 17 seconds Total accesses: 887 - Total Traffic: 16.3 MB CPU Usage: u128.81 s53.18 cu0 cs0 - .157% CPU load .00767 requests/sec - 147 B/second - 18.8 kB/request 34 requests currently being processed, 7 idle workers GGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGG_G__W____....................... ................................................................ ................................................................ ................................................................ Scoreboard Key: "_" Waiting for Connection, "S" Starting up, "R" Reading Request, "W" Sending Reply, "K" Keepalive (read), "D" DNS Lookup, "C" Closing connection, "L" Logging, "G" Gracefully finishing, "I" Idle cleanup of worker, "." Open slot with no current process [root at rt4 ~]# uptime 11:15:44 up 2 days, 22 min, 2 users, load average: 1.18, 0.37, 0.13 [root at rt4 ~]# -------------- next part -------------- An HTML attachment was scrubbed... URL: From fireskyer at gmx.de Wed Feb 23 08:32:26 2011 From: fireskyer at gmx.de (john s.) Date: Wed, 23 Feb 2011 05:32:26 -0800 (PST) Subject: [rt-users] RT::Authen::ExternalAuth Installed need Help In-Reply-To: <30994494.post@talk.nabble.com> References: <30993192.post@talk.nabble.com> <4D64D019.3000209@sgul.ac.uk> <30993406.post@talk.nabble.com> <30993957.post@talk.nabble.com> <4D64F6A8.4050302@sgul.ac.uk> <30994494.post@talk.nabble.com> Message-ID: <30994952.post@talk.nabble.com> I have fixed my problem the perl module Net::LDAP was missing godsake now RT is still running but i think i'm tying to use these module i must reading some background knowledge if i finished ... i come back to this thread and ask some questions one more john s. wrote: > > Hm... this article sounds like a little bit outdated .... is this the > proper way to get an solid solution based on sso via ad? > > Another thing : > > Is it normal that the apache2 server doesnt 't start anymore after i 've > installed the perl module RT::Authen::ExternalAuth ? ... Remember nothing > is configured yet > > > Here is the error : > > [Wed Feb 23 12:05:05 2011] [error] Can't locate Net/LDAP.pm in @INC (@INC > contains: /opt/rt3/bin/../local/lib > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/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 . /etc/apache2) at > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm > line 3.\nBEGIN failed--compilation aborted at > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm > line 3.\nCompilation failed in require at > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm > line 26.\nBEGIN failed--compilation aborted at > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm > line 26.\nCompilation failed in require at > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm line > 3.\nBEGIN failed--compilation aborted at > /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm line > 3.\nCompilation failed in require at (eval 1115) line 3.\nCompilation > failed in require at (eval 113) line 3.\n\t...propagated at > /usr/share/perl/5.10/base.pm line 93.\nBEGIN failed--compilation aborted > at /opt/rt3/bin/../lib/RT/CurrentUser.pm line 96.\nCompilation failed in > require at /opt/rt3/bin/../lib/RT.pm line 505.\nCompilation failed in > require at (eval 2) line 1.\n > [Wed Feb 23 12:05:05 2011] [error] Can't load Perl file: > /opt/rt3/bin/webmux.pl for server localhost:80, exiting... > > > > > Giuseppe Sollazzo-2 wrote: >> >> Hi John, >> what you can do is either to plug AD authentication into RT, or to use a >> SSO solution (such as CAS). >> >> Give this a look: http://blank.org/memory/output/rt-ad-sso.html >> >> Regards, >> Giuseppe >> >> On 23/02/11 10:59, john s. wrote: >>> >>> i think this is sso per ldap to rt >>> or ldap to apache >>> >>> >>> >> >> >> -- >> ____________________________________ >> >> 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 >> >> >> >> > > ----- best regards john -- View this message in context: http://old.nabble.com/RT%3A%3AAuthen%3A%3AExternalAuth-Installed-need-Help-tp30993192p30994952.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From Sharon.Belliveau at frb.gov Wed Feb 23 09:18:05 2011 From: Sharon.Belliveau at frb.gov (Sharon.Belliveau at frb.gov) Date: Wed, 23 Feb 2011 09:18:05 -0500 Subject: [rt-users] Error when attempting to display My Rights In-Reply-To: References: Message-ID: <20110223141545.ACB362C462E@ibastion.frb.gov> We are running RT 3.8.8. From the web interface, under Preferences, users with rights to access RT see an option called 'My Rights' which has links for 'Queue Rights' and 'Ticket Custom Fields.' The error listed below displayed when either is selected: Can't call method "id" on an undefined value at [snip]..../rt3/bin/../local/lib/RTx/RightsMatrix.pm line 77. For super users, the web pages display properly, listing queue or custom fields rights. We tried giving privileged users ShowACL and ModifyACL rights- error still appears. Suggestions for resolving this error for other users or for removing the 'My Rights' option would be gratefully appreciated. Sharon Belliveau From trs at bestpractical.com Wed Feb 23 09:26:05 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Wed, 23 Feb 2011 09:26:05 -0500 Subject: [rt-users] Error when attempting to display My Rights In-Reply-To: <20110223141545.ACB362C462E@ibastion.frb.gov> References: <20110223141545.ACB362C462E@ibastion.frb.gov> Message-ID: <4D6518FD.1030906@bestpractical.com> My coworker Kevin answered your question the first time you asked it a week ago. http://lists.bestpractical.com/pipermail/rt-users/2011-February/068949.html On 23 Feb 2011 09:18, Sharon.Belliveau at frb.gov wrote: > We are running RT 3.8.8. From the web interface, under Preferences, users > with rights to access RT see an option called 'My Rights' which has links > for 'Queue Rights' and 'Ticket Custom Fields.' The error listed below > displayed when either is selected: > Can't call method "id" on an undefined value at > [snip]..../rt3/bin/../local/lib/RTx/RightsMatrix.pm line 77. > > For super users, the web pages display properly, listing queue or custom > fields rights. We tried giving privileged users ShowACL and ModifyACL > rights- error still appears. > > Suggestions for resolving this error for other users or for removing the > 'My Rights' option would be gratefully appreciated. > > Sharon Belliveau From theitsmith at gmail.com Wed Feb 23 10:09:05 2011 From: theitsmith at gmail.com (Thomas Smith) Date: Wed, 23 Feb 2011 08:09:05 -0700 Subject: [rt-users] RT::Authen::ExternalAuth Installed need Help In-Reply-To: <30993406.post@talk.nabble.com> References: <30993192.post@talk.nabble.com> <4D64D019.3000209@sgul.ac.uk> <30993406.post@talk.nabble.com> Message-ID: On Wed, Feb 23, 2011 at 2:27 AM, john s. wrote: > > An other option is to make the authentification from AD to Apache ... so > this would be fit too. > You could also authenticate directly to the AD server using Kerberos and/or LDAP. * mod_auth_kerb - http://modauthkerb.sourceforge.net/ * mod_auth_ldap - http://httpd.apache.org/docs/2.0/mod/mod_auth_ldap.html To make the Kerberos setup a snap, Likewise Open is nice--"Open" is their free product. http://www.likewise.com/ This _should_ also allow for pass-through authentication using any modern browser, provided the clients' computer logon name and password matches that of their AD credentials. -------------- next part -------------- An HTML attachment was scrubbed... URL: From riccardo.carlesso at heanet.ie Wed Feb 23 10:09:58 2011 From: riccardo.carlesso at heanet.ie (Riccardo Carlesso) Date: Wed, 23 Feb 2011 15:09:58 +0000 Subject: [rt-users] Issue with Encoding Message-ID: <4D652346.2030401@heanet.ie> Hi all, we have a production 3.8.8 and a testing 3.8.9 and we see an encoding issue. I still don't know if it's a bug or - most likely - a misconfiguration. Whenever there are unusual characters (such as chinese, in this case), and I put that chars into a reply or Forward, Do you have a clue where the issue could be? Could it be the encoding in our MySQL installation? Or maybe in the exim installation? Is it possible that the 'make initdb' forgets to set the DB to UTF-8? Please find attached an example of email I'll dump it also textually just to be sure. Note. We didn't override any default EmailInputEncodings or EmailOutputEncoding. Thanks in advance, Riccardo -------- Original Message BEGIN -------- This is a multi-part message in MIME format... ------------=_1298473055-2438-5 This is a forward of transaction #87609 of ticket #15507 ------------=_1298473055-2438-5 Content-Type: message/rfc822 Content-Disposition: attachment Content-Transfer-Encoding: binary Content-Description: forwarded message MIME-Version: 1.0 In-Reply-To: <4D651F19.4080209 at heanet.ie> X-Mailer: MIME-tools 5.427 (Entity 5.427) Content-Disposition: inline References: <4D651F19.4080209 at heanet.ie> Content-Type: text/html; charset="utf-8" Message-ID: Content-Transfer-Encoding: binary X-RT-Original-Encoding: utf-8 RT-Send-CC: Content-Length: 477 I like chinese a lot.
Lets test 3.8.9!

On Wed Feb 23 14:52:55 2011, rcarlesso wrote:
> Chinese language - Wikipedia, the free encyclopedia
> Chinese or the Sinitic language(s) (??/?? Hanyu; ??/?? Huáy?; ?
> ? Zh?ngwén) is a language family consisting of languages which are
> mostly mutually ...
> Varieties of Chinese - Writing - History - Influences


------------=_1298473055-2438-5-- -------- Original Message BEGIN -------- -------------- next part -------------- A non-text attachment was scrubbed... Name: Attached Message Part Type: application/octet-stream Size: 1191 bytes Desc: not available URL: From falcone at bestpractical.com Wed Feb 23 10:16:29 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 23 Feb 2011 10:16:29 -0500 Subject: [rt-users] scrip OnComment triggered when script is resolved In-Reply-To: <20110223094357.36b28538@lapcolas> References: <20110221160941.0e183b44@lapcolas> <20110221193657.GC12393@jibsheet.com> <20110222092630.344fb328@lapcolas> <20110222132336.GI12393@jibsheet.com> <20110222133128.GH2819@gunboat-diplomat.oucs.ox.ac.uk> <20110222160519.517f5cae@lapcolas> <20110222163542.GK12393@jibsheet.com> <20110223094357.36b28538@lapcolas> Message-ID: <20110223151629.GC95513@jibsheet.com> > OK, I switched to plain text editor, kept my signature, and everything is OK. > > Source of the problem seems to be the Rich Text editor. > > I tried to change my signature: 1 line, then 2,3,4,5,6 lines : everything is OK. Back to my original signature, then error again. > > And no, my signature has only "basic" character, no accent, anything. > In my signature, I have 167 characters (according to wc -m), small and big letters, numbers and the following signs : -./:+() It would be really helpful to know which one (or more) of those signs is being escaped. That would make a bug report much clearer. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Wed Feb 23 10:19:15 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 23 Feb 2011 10:19:15 -0500 Subject: [rt-users] RT::Authen::ExternalAuth Installed need Help In-Reply-To: <30993406.post@talk.nabble.com> References: <30993192.post@talk.nabble.com> <4D64D019.3000209@sgul.ac.uk> <30993406.post@talk.nabble.com> Message-ID: <20110223151915.GD95513@jibsheet.com> On Wed, Feb 23, 2011 at 01:27:08AM -0800, john s. wrote: > > I don't exactly what I'm talking about .. so I'LL describe in which way > should it work > > The Authentification Server is an ActiveDirectory on an Windows2008 Server > > so if you Logged in in the Main network system with username and Password > you have automallically > > access to the rt interface without double authentification > > in fact .... the AD server should handle the Authentification to the RT > -Server > > maybe if it's fail an fallback to RT Authentifiaction would be nice but at > the moment it isn't necessary. > > An other option is to make the authentification from AD to Apache ... so > this would be fit too. > > like i said my background knowledge at this sector is very small You sound like you're describing SPNEGO, which isn't what RT-Authen-ExternalAuth provides. Folks normally use mod_auth_kerb or one of the commercial versions of that module to accomplish it. -kevin > Giuseppe Sollazzo-2 wrote: > > > > Hi John, > > you talk about SSO but it's not clear from what you say if you either > > want authentication based on > > - SSO > > - LDAP > > - SSO using LDAP > > > > Can you please clarify? > > > > On 23/02/11 08:55, john s. wrote: > >> > >> Good Morning all > >> > >> I've installed the External Auth Plugin for our RT System. > >> > >> > >> But now i have no clue how to tackle it. > >> > >> My Knowledge about SSO is really really limited > >> > >> > >> So can sb give me a hint to start the Challenge to get a good funcitonal > >> connection to my LDAP Server ( Windows 2008) ? > >> > >> it would be really nice > >> > >> best regards john > >> > >> > >> > >> > >> > > > > > > -- > > ____________________________________ > > > > 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 > > > > > > > > > > -- > View this message in context: http://old.nabble.com/RT%3A%3AAuthen%3A%3AExternalAuth-Installed-need-Help-tp30993192p30993406.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 fireskyer at gmx.de Wed Feb 23 10:38:44 2011 From: fireskyer at gmx.de (john s.) Date: Wed, 23 Feb 2011 07:38:44 -0800 (PST) Subject: [rt-users] Comprehension Question about LDAP and SSO Message-ID: <30995959.post@talk.nabble.com> Hello All I have an Comprehensive Question about SSO in Relation to LDAP Is it possible with LDAP to get Access on an sso client with an Computer in a Network ( e.g RT) by start the Computer with an network windows logon ..........? Or i have to do this with ntlm? best Regards skyerjoe ----- best regards john -- View this message in context: http://old.nabble.com/Comprehension-Question-about-LDAP-and-SSO-tp30995959p30995959.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From riccardo.carlesso at heanet.ie Wed Feb 23 10:35:48 2011 From: riccardo.carlesso at heanet.ie (Riccardo Carlesso) Date: Wed, 23 Feb 2011 15:35:48 +0000 Subject: [rt-users] Issue with Encoding In-Reply-To: <4D652346.2030401@heanet.ie> References: <4D652346.2030401@heanet.ie> Message-ID: <4D652954.8020105@heanet.ie> Hi, I'll try top include a few snapshots to mayeb better explain the problem If RT sends an email (from reply/forward) with classic ISO-8859-1 text, I get an email with the expected text. I fill in chinese text and when i get an email reply from RT on ANY client we use we see an empty email with an attachment .bin or .dms with the content inside as plain text So i can open it with vi but our clients see it as a "binary" attachment which happens to have cleartext inside. We tried Thunderbird on Linux and Mac, and a gmail account. -- Riccardo Carlesso HEAnet Limited, Ireland's Education and Research Network 1st Floor, 5 George's Dock, IFSC, Dublin 1 Registered in Ireland, no 275301 Tel: +353-1-660 9040 Fax: +353-1-660 3666 Web: http://www.heanet.ie/ PGP: 4096R/772F54DE -------------- next part -------------- A non-text attachment was scrubbed... Name: empty email I get on Thunderbird.png Type: image/png Size: 67812 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: On RT it looks fine.png Type: image/png Size: 94011 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: On GMail empty body with attachment.png Type: image/png Size: 37375 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Original email being sent to RT.png Type: image/png Size: 68765 bytes Desc: not available URL: From mbrown at fensystems.co.uk Wed Feb 23 11:04:37 2011 From: mbrown at fensystems.co.uk (Michael Brown) Date: Wed, 23 Feb 2011 16:04:37 +0000 Subject: [rt-users] Comprehension Question about LDAP and SSO In-Reply-To: <30995959.post@talk.nabble.com> References: <30995959.post@talk.nabble.com> Message-ID: <201102231604.37670.mbrown@fensystems.co.uk> On Wednesday 23 Feb 2011 15:38:44 john s. wrote: > I have an Comprehensive Question about SSO in Relation to LDAP > > Is it possible with LDAP to get Access on an sso client with an Computer in > a Network ( e.g RT) by start the Computer with an network windows logon > ..........? > > Or i have to do this with ntlm? You can use Kerberos to do this. From memory, you need to make sure that DNS is working perfectly (including reverse lookups), and you will need to ensure that the browser is prepared to use Kerberos to authenticate against your RT server. For IE, this means designating the RT server as part of the "Intranet" zone; for Firefox you can use about:config and add the RT server to network.negotiate-auth.trusted-uris. On the server side, you want something like this in .htaccess: AuthType Kerberos AuthName "Kerberos Login" KrbMethodNegotiate On KrbMethodK5Passwd Off KrbAuthRealms Krb5KeyTab /etc/httpd/conf/keytab Require valid-user and you'll need to populate the keytab file with the appropriate keys. That will get you as far as having Windows transparently authenticate to the web server, which will expose the user name to RT via the REMOTE_USER environment variable. You should then be able to add Set($WebExternalAuth, 1); Set($WebExternalAuto, 1); to your RT_SiteConfig.pm file to instruct RT to trust this authentication. Hope that helps. Michael From riccardo.carlesso at heanet.ie Wed Feb 23 11:30:38 2011 From: riccardo.carlesso at heanet.ie (Riccardo Carlesso) Date: Wed, 23 Feb 2011 16:30:38 +0000 Subject: [rt-users] Issue with Encoding (NOT A BUG) In-Reply-To: <4D652954.8020105@heanet.ie> References: <4D652346.2030401@heanet.ie> <4D652954.8020105@heanet.ie> Message-ID: <4D65362E.5000603@heanet.ie> Hi, we noticed that it was a lack in configuration of our sendmail application (heirloom-mailx) we use in conjunction with RT. We just added this to heirloom-mailx configuration and it worked perfectly afterward: # on /etc/nail.rc set ttycharset=utf8 RT had no issues at all. Thanks to RT team and their responsiveness on irc channel. -- Riccardo Carlesso HEAnet Limited, Ireland's Education and Research Network 1st Floor, 5 George's Dock, IFSC, Dublin 1 Registered in Ireland, no 275301 Tel: +353-1-660 9040 Fax: +353-1-660 3666 Web: http://www.heanet.ie/ PGP: 4096R/772F54DE From nicolas.guiot at risc-group.com Wed Feb 23 11:33:57 2011 From: nicolas.guiot at risc-group.com (Nicolas GUIOT) Date: Wed, 23 Feb 2011 17:33:57 +0100 Subject: [rt-users] scrip OnComment triggered when script is resolved In-Reply-To: <20110223151629.GC95513@jibsheet.com> References: <20110221160941.0e183b44@lapcolas> <20110221193657.GC12393@jibsheet.com> <20110222092630.344fb328@lapcolas> <20110222132336.GI12393@jibsheet.com> <20110222133128.GH2819@gunboat-diplomat.oucs.ox.ac.uk> <20110222160519.517f5cae@lapcolas> <20110222163542.GK12393@jibsheet.com> <20110223094357.36b28538@lapcolas> <20110223151629.GC95513@jibsheet.com> Message-ID: <20110223173357.163b5d78@lapcolas> On Wed, 23 Feb 2011 10:16:29 -0500 Kevin Falcone wrote: > > OK, I switched to plain text editor, kept my signature, and > > everything is OK. > > > > Source of the problem seems to be the Rich Text editor. > > And no, my signature has only "basic" character, no accent, > > anything. In my signature, I have 167 characters (according to wc > > -m), small and big letters, numbers and the following signs : > > -./:+() > > It would be really helpful to know which one (or more) of those > signs is being escaped. That would make a bug report much clearer. > > -kevin Found the guilty : "(" and ")" As soon as I removed them form my signature, it worked. From falcone at bestpractical.com Wed Feb 23 11:41:43 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 23 Feb 2011 11:41:43 -0500 Subject: [rt-users] scrip OnComment triggered when script is resolved In-Reply-To: <20110223173357.163b5d78@lapcolas> References: <20110221160941.0e183b44@lapcolas> <20110221193657.GC12393@jibsheet.com> <20110222092630.344fb328@lapcolas> <20110222132336.GI12393@jibsheet.com> <20110222133128.GH2819@gunboat-diplomat.oucs.ox.ac.uk> <20110222160519.517f5cae@lapcolas> <20110222163542.GK12393@jibsheet.com> <20110223094357.36b28538@lapcolas> <20110223151629.GC95513@jibsheet.com> <20110223173357.163b5d78@lapcolas> Message-ID: <20110223164143.GE95513@jibsheet.com> On Wed, Feb 23, 2011 at 05:33:57PM +0100, Nicolas GUIOT wrote: > On Wed, 23 Feb 2011 10:16:29 -0500 > Kevin Falcone wrote: > > > > OK, I switched to plain text editor, kept my signature, and > > > everything is OK. > > > > > > Source of the problem seems to be the Rich Text editor. > > > > And no, my signature has only "basic" character, no accent, > > > anything. In my signature, I have 167 characters (according to wc > > > -m), small and big letters, numbers and the following signs : > > > -./:+() > > > > It would be really helpful to know which one (or more) of those > > signs is being escaped. That would make a bug report much clearer. > > > > -kevin > > Found the guilty : "(" and ")" > As soon as I removed them form my signature, it worked. > Ok, great. Would you file a big (mail to rt-bugs at bestpractical.com) - make sure you mention that you're running 3.8.7, It'd be nice to know if this was fixed between 3.8.7 and 3.8.9 also -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From theitsmith at gmail.com Wed Feb 23 12:25:03 2011 From: theitsmith at gmail.com (Thomas Smith) Date: Wed, 23 Feb 2011 10:25:03 -0700 Subject: [rt-users] Comprehension Question about LDAP and SSO In-Reply-To: <201102231604.37670.mbrown@fensystems.co.uk> References: <30995959.post@talk.nabble.com> <201102231604.37670.mbrown@fensystems.co.uk> Message-ID: On Wed, Feb 23, 2011 at 9:04 AM, Michael Brown wrote: > On Wednesday 23 Feb 2011 15:38:44 john s. wrote: > > I have an Comprehensive Question about SSO in Relation to LDAP > > > > Is it possible with LDAP to get Access on an sso client with an Computer > in > > a Network ( e.g RT) by start the Computer with an network windows logon > > ..........? > > > > Or i have to do this with ntlm? > > You can use Kerberos to do this. From memory, you need to make sure that > DNS > is working perfectly (including reverse lookups), and you will need to > ensure > that the browser is prepared to use Kerberos to authenticate against your > RT > server. For IE, this means designating the RT server as part of the > "Intranet" zone; for Firefox you can use about:config and add the RT server > to > network.negotiate-auth.trusted-uris. > > On the server side, you want something like this in .htaccess: > > AuthType Kerberos > AuthName "Kerberos Login" > KrbMethodNegotiate On > KrbMethodK5Passwd Off > KrbAuthRealms > Krb5KeyTab /etc/httpd/conf/keytab > Require valid-user > You may also need to set AllowOverride in your Apache config to allow some of these directives to be placed in .htaccess--some configurations have this set to "none" by default. * http://httpd.apache.org/docs/2.2/mod/core.html#allowoverride -------------- next part -------------- An HTML attachment was scrubbed... URL: From gareth at phonepower.com Wed Feb 23 13:23:23 2011 From: gareth at phonepower.com (Gareth Tupper) Date: Wed, 23 Feb 2011 10:23:23 -0800 (PST) Subject: [rt-users] Move ticket to queue based on Requestor Message-ID: <0cc601cbd386$c1168cb0$4343a610$@com> Hallo I'm getting lost in a sea of perl.. I have a Custom Field for tickets, called Department. This contains Sales, Dev, etc. I'm trying to set up a scrip that will look at the requestor's email address for an incoming ticket (is email address in: 'alice at company.com, bob at company.com') and then set the Department field for the ticket. Is this kind of thing even possible? -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfcrocker at lbl.gov Wed Feb 23 13:48:06 2011 From: kfcrocker at lbl.gov (Kenneth Crocker) Date: Wed, 23 Feb 2011 10:48:06 -0800 Subject: [rt-users] Move ticket to queue based on Requestor In-Reply-To: <0cc601cbd386$c1168cb0$4343a610$@com> References: <0cc601cbd386$c1168cb0$4343a610$@com> Message-ID: Gareth, Sure, we have something like that. See below: Custom Condition: # condition set on email transaction to create my $trans = $self->TransactionObj; my $msgattr = $trans->Message->First; return 0 unless $trans->Type eq "Create"; return 0 unless $msgattr; return 1 if $msgattr->GetHeader('Received'); return 0; Custom Prep Action: # Set up initial values my $trans = $self->TransactionObj; my $ticket = $self->TicketObj; my $actor = $trans->CreatorObj; my $name = $actor->Name; # # set Custom FIeld value based on Senders' Name # my %values = qw( BobSmith Sales ASmith Dev JJones whatever3 ); my $CFvalue = $values{$name}; # exit if name not found return 0 unless $CFvalue; # set the CF "Department" my $cf_obj = RT::CustomField->new($RT::SystemUser); my $cf_name = "Department"; $cf_obj->LoadByName(Name=>$cf_name); $RT::Logger->debug("Loaded\$cf_obj->Name = ". $cf_obj->Name() ."\n"); $ticket->AddCustomFieldValue(Field=>$cf_obj, Value=>$CFvalue, RecordTransaction=>0); return 1; Custom Cleanup Action: return 1; Something like that should do it. Kenn LBNL On Wed, Feb 23, 2011 at 10:23 AM, Gareth Tupper wrote: > Hallo > > > > I?m getting lost in a sea of perl.. > > > > I have a Custom Field for tickets, called Department. This contains Sales, > Dev, etc. > > > > I?m trying to set up a scrip that will look at the requestor?s email > address for an incoming ticket (is email address in: ?alice at company.com, > bob at company.com?) and then set the Department field for the ticket. > > > > Is this kind of thing even possible? > -------------- next part -------------- An HTML attachment was scrubbed... URL: From smithj4 at bnl.gov Wed Feb 23 18:26:58 2011 From: smithj4 at bnl.gov (Jason A. Smith) Date: Wed, 23 Feb 2011 18:26:58 -0500 Subject: [rt-users] RT-3.8.9 upgrade problem with Rules. Message-ID: <4D6597C2.6060608@bnl.gov> I recently tried to update our RT server to 3.8.9, but had a problem that I suspect may have something to do with this item from the changelog: * Include Rules with Scrips when previewing recipients When using the web interface and clicking on the reply or comment links, I just get a single error message: RT::Transaction::Rules Unimplemented in HTML::Mason::Commands. (/usr/share/rt3/html/Ticket/Elements/PreviewScrips line 88) Note, line 88 of Ticket/Elements/PreviewScrips is the new section of code added in 3.8.9 that starts with: % if ( $Object and $Object->Rules ) { I followed all the upgrade proceedures, checking rt-test-dependencies and running vulnerable-passwords, shrink_transactions_table.pl and rt-setup-database to run the update from the previous 3.8.8 version. Does anyone know what might be wrong? 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 jesse at bestpractical.com Wed Feb 23 18:29:11 2011 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 23 Feb 2011 18:29:11 -0500 Subject: [rt-users] RT-3.8.9 upgrade problem with Rules. In-Reply-To: <4D6597C2.6060608@bnl.gov> References: <4D6597C2.6060608@bnl.gov> Message-ID: <20110223232911.GH2102@bestpractical.com> On Wed, Feb 23, 2011 at 06:26:58PM -0500, Jason A. Smith wrote: > I recently tried to update our RT server to 3.8.9, but had a problem > that I suspect may have something to do with this item from the > changelog: > > * Include Rules with Scrips when previewing recipients > > When using the web interface and clicking on the reply or comment > links, I just get a single error message: > > RT::Transaction::Rules Unimplemented in HTML::Mason::Commands. > (/usr/share/rt3/html/Ticket/Elements/PreviewScrips line 88) Do you get a full stack trace? Did you clear out the mason cache? What do you have in the way of local customizations? Best, Jesse -- From betovaz at gmail.com Wed Feb 23 18:35:39 2011 From: betovaz at gmail.com (Alberto Vazquez) Date: Wed, 23 Feb 2011 15:35:39 -0800 Subject: [rt-users] Creating a new Queue and Site Message-ID: I inherited an RT system, and now I have the good challenge of creating a new queue and a corresponding site for it. All this has to be done on the existing server, which is hosting our helpdesk ticketing system and url. I tried looking at the exiting config, and also have looked around at the RT wiki, but it looks like there are many ways of configuring RT. In any case, this is what I have done so far: I have created the queue using GUI. Now I need help with the following: 1. Create a URL for this new queue http://facilities.domain.com 2. When some one sends a request to the newly created queue, I would like it to reply and not the existing helpdesk scrips and template. 3. I would like to new queue to reside on the same server, but it will be awesome it can be transparent to the end user. I am thinking this should be possible, but I just cannot get it to work. Your help will extremely appreciated. Thanks, Alberto -------------- next part -------------- An HTML attachment was scrubbed... URL: From smithj4 at bnl.gov Wed Feb 23 18:45:49 2011 From: smithj4 at bnl.gov (Jason A. Smith) Date: Wed, 23 Feb 2011 18:45:49 -0500 Subject: [rt-users] RT-3.8.9 upgrade problem with Rules. In-Reply-To: <20110223232911.GH2102@bestpractical.com> References: <4D6597C2.6060608@bnl.gov> <20110223232911.GH2102@bestpractical.com> Message-ID: <4D659C2D.30706@bnl.gov> On 02/23/2011 06:29 PM, Jesse Vincent wrote: > > On Wed, Feb 23, 2011 at 06:26:58PM -0500, Jason A. Smith wrote: >> I recently tried to update our RT server to 3.8.9, but had a problem >> that I suspect may have something to do with this item from the >> changelog: >> >> * Include Rules with Scrips when previewing recipients >> >> When using the web interface and clicking on the reply or comment >> links, I just get a single error message: >> >> RT::Transaction::Rules Unimplemented in HTML::Mason::Commands. >> (/usr/share/rt3/html/Ticket/Elements/PreviewScrips line 88) > > > Do you get a full stack trace? Nope, only that single line. I also checked the system and apache logs and even tried turning on debugging, but didn't see any additional info related to this error. > Did you clear out the mason cache? I thought restarting apache did this, but to be sure, I just tried again and immediately after the restart I did verify that it was empty: # ls -l /var/cache/rt3/mason_data/obj/ total 0 > What do you have in the way of local customizations? It is mostly a stock RT installation, with several plugins installed: Set(@Plugins, qw(RTx::BecomeUser RT::Extension::MergeUsers RT::Extension::PriorityAsString RT::Extension::MandatorySubject RT::Extension::CommandByMail RTx::EmailCompletion RTx::RightsMatrix RTx::Calendar RT::Extension::ActivityReports RT::Extension::Timeline RTx::From RTx::S3Invoker RT::Extension::MobileUI)); I just tried commenting out the above line in my RT_SiteConfig.pm and got the same error. Other than that, we just have a few small patches to do some minor things like adjust some of the form box sizes and such. 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 jesse at bestpractical.com Wed Feb 23 18:57:18 2011 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 23 Feb 2011 18:57:18 -0500 Subject: [rt-users] RT-3.8.9 upgrade problem with Rules. In-Reply-To: <4D659C2D.30706@bnl.gov> References: <4D6597C2.6060608@bnl.gov> <20110223232911.GH2102@bestpractical.com> <4D659C2D.30706@bnl.gov> Message-ID: <20110223235717.GI2102@bestpractical.com> On Wed, Feb 23, 2011 at 06:45:49PM -0500, Jason A. Smith wrote: > On 02/23/2011 06:29 PM, Jesse Vincent wrote: > > > >On Wed, Feb 23, 2011 at 06:26:58PM -0500, Jason A. Smith wrote: > >>I recently tried to update our RT server to 3.8.9, but had a problem > >>that I suspect may have something to do with this item from the > >>changelog: > >> > >>* Include Rules with Scrips when previewing recipients > >> > >>When using the web interface and clicking on the reply or comment > >>links, I just get a single error message: > >> > >>RT::Transaction::Rules Unimplemented in HTML::Mason::Commands. > >>(/usr/share/rt3/html/Ticket/Elements/PreviewScrips line 88) > > >What do you have in the way of local customizations? > > It is mostly a stock RT installation, with several plugins installed: > > Set(@Plugins, qw(RTx::BecomeUser RT::Extension::MergeUsers > RT::Extension::PriorityAsString RT::Extension::MandatorySubject > RT::Extension::CommandByMail RTx::EmailCompletion RTx::RightsMatrix > RTx::Calendar RT::Extension::ActivityReports RT::Extension::Timeline > RTx::From RTx::S3Invoker RT::Extension::MobileUI)); > > I just tried commenting out the above line in my RT_SiteConfig.pm > and got the same error. Other than that, we just have a few small > patches to do some minor things like adjust some of the form box > sizes and such. Can you try 3.8.9 without your small patches? > > Thanks, > ~Jason > -- From gilbert at dido.ca Wed Feb 23 21:20:49 2011 From: gilbert at dido.ca (Gilbert Rebeiro) Date: Wed, 23 Feb 2011 21:20:49 -0500 Subject: [rt-users] autoreply based on language on user profile Message-ID: <4D65C081.8050007@dido.ca> Hi, I would like to know if it is possible (and if so, any help to get working) to autoreply to a new ticket based on the language field in the user profile. Default to English template before user profile is set. Thanks in advance, Gilbert. From falcone at bestpractical.com Wed Feb 23 22:06:37 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 23 Feb 2011 22:06:37 -0500 Subject: [rt-users] autoreply based on language on user profile In-Reply-To: <4D65C081.8050007@dido.ca> References: <4D65C081.8050007@dido.ca> Message-ID: <20110224030637.GF95513@jibsheet.com> On Wed, Feb 23, 2011 at 09:20:49PM -0500, Gilbert Rebeiro wrote: > Hi, > > I would like to know if it is possible (and if so, any help to get > working) to autoreply to a new ticket based on the language field in > the user profile. > > Default to English template before user profile is set. Templates can contain perl code and there are examples in the wiki of loading alternate templates based on user conditions. You'll want to look into that. You should also thing about what happens when you have two requestors with two different languages. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From fireskyer at gmx.de Thu Feb 24 02:56:13 2011 From: fireskyer at gmx.de (john s.) Date: Wed, 23 Feb 2011 23:56:13 -0800 (PST) Subject: [rt-users] Comprehension Question about LDAP and SSO In-Reply-To: References: <30995959.post@talk.nabble.com> <201102231604.37670.mbrown@fensystems.co.uk> Message-ID: <31001291.post@talk.nabble.com> First of all thnx for these Infos Okay it won't be bad if this is working in a good way So recap aggain : - Apache Server with an kerberos module ( which?) - configure RT for kerberosmodule for apache - and an entry in htacess for athentification with the AD - an browser entry to get access to rt-server ( work ip's adresses also?) is it correct? How is this procedure called?... if i searching in the the net i only found methods to authentificate via kerberos without the windows logon. *confusing best regards john ----- best regards john -- View this message in context: http://old.nabble.com/Comprehension-Question-about-LDAP-and-SSO-tp30995959p31001291.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From clkao at bestpractical.com Thu Feb 24 04:04:49 2011 From: clkao at bestpractical.com (Chia-liang Kao) Date: Thu, 24 Feb 2011 09:04:49 +0000 (UTC) Subject: [rt-users] =?utf-8?q?Testing_4=2E0=2E0rc5_-_experiences_upgrading?= =?utf-8?q?_from_3=2E6=2E4=09on_RHEL6?= References: <8F442C89-423E-464A-8C72-04990FBD7895@dazza.org> <20110219024513.GE24982@bestpractical.com> <094FB4CE-10A0-496F-BFFE-CE6F277790AD@DAZZA.ORG> <20110222183107.GC2102@bestpractical.com> Message-ID: Darren, I am looking at the hung response issue. for the Location error you are getting, please update the apache config to use ... instead of . I've only been able to reproduce the hung issue when setting the apache to have only one worker, and when the response finally came out, i see the login page's "time to display" being something normal, like 0.09 secs, so that means the congestion happened in apache or the modperl glue somehow. In your case, does the page eventually came out rendered at all, like after 5min? and can you see if it makes any difference if you change around line 222 of RT::Interface::Web::Handler from: my $h = RT::Interface::Web::Handler::NewHandler( 'HTML::Mason::PSGIHandler::Streamy'); to: my $h = RT::Interface::Web::Handler::NewHandler( 'HTML::Mason::PSGIHandler'); From clkao at bestpractical.com Thu Feb 24 04:15:53 2011 From: clkao at bestpractical.com (Chia-liang Kao) Date: Thu, 24 Feb 2011 09:15:53 +0000 (UTC) Subject: [rt-users] rt-mailgate not working References: Message-ID: Simon Gao schrodinger.com> writes: > What caused this error?Is using secure http required for rt-mailgate to work? Simon, Please install the version of Plack and it should be fixed: http://search.cpan.org/~miyagawa/Plack-0.9970/ (0.9971 is broken and being fixed, don't use it!) Cheers, CLK From nicolas.guiot at risc-group.com Thu Feb 24 04:32:59 2011 From: nicolas.guiot at risc-group.com (Nicolas GUIOT) Date: Thu, 24 Feb 2011 10:32:59 +0100 Subject: [rt-users] scrip OnComment triggered when script is resolved In-Reply-To: <20110223164143.GE95513@jibsheet.com> References: <20110221160941.0e183b44@lapcolas> <20110221193657.GC12393@jibsheet.com> <20110222092630.344fb328@lapcolas> <20110222132336.GI12393@jibsheet.com> <20110222133128.GH2819@gunboat-diplomat.oucs.ox.ac.uk> <20110222160519.517f5cae@lapcolas> <20110222163542.GK12393@jibsheet.com> <20110223094357.36b28538@lapcolas> <20110223151629.GC95513@jibsheet.com> <20110223173357.163b5d78@lapcolas> <20110223164143.GE95513@jibsheet.com> Message-ID: <20110224103259.7bc3f7ed@lapcolas> On Wed, 23 Feb 2011 11:41:43 -0500 Kevin Falcone wrote: > On Wed, Feb 23, 2011 at 05:33:57PM +0100, Nicolas GUIOT wrote: > > On Wed, 23 Feb 2011 10:16:29 -0500 > > Kevin Falcone wrote: > > > > > > OK, I switched to plain text editor, kept my signature, and > > > > everything is OK. > > > > > > > > Source of the problem seems to be the Rich Text editor. > > > > > > And no, my signature has only "basic" character, no accent, > > > > anything. In my signature, I have 167 characters (according to > > > > wc -m), small and big letters, numbers and the following signs : > > > > -./:+() > > > > > > It would be really helpful to know which one (or more) of those > > > signs is being escaped. That would make a bug report much > > > clearer. > > > > > > -kevin > > > > Found the guilty : "(" and ")" > > As soon as I removed them form my signature, it worked. > > > > Ok, great. Would you file a big (mail to rt-bugs at > bestpractical.com) - make sure you mention that you're running 3.8.7, > It'd be nice to know if this was fixed between 3.8.7 and 3.8.9 also > > -kevin I filled a bug report on debian : http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=614909 I don't have enough spare machine to test on tarball packages... Nicolas From Raed.El-Hames at daisygroupplc.com Thu Feb 24 05:31:47 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Thu, 24 Feb 2011 10:31:47 +0000 Subject: [rt-users] Creating a new Queue and Site In-Reply-To: References: Message-ID: <892593C9CA8E25458C440A63DDC6774D0C3529@DG-HEXMBX02.daisy.group> Alberto: Based on your questions and requirements below, I would suggest you set up a new RT instance altogether. Read a bit more about request tracker. You cannot have a url for each queue, you are able to assign an email address for it (if this is what you want), but the GUI/URL is the same for all queues. Regards; Roy From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alberto Vazquez Sent: 23 February 2011 23:36 To: rt-users at lists.bestpractical.com Subject: [rt-users] Creating a new Queue and Site I inherited an RT system, and now I have the good challenge of creating a new queue and a corresponding site for it. All this has to be done on the existing server, which is hosting our helpdesk ticketing system and url. I tried looking at the exiting config, and also have looked around at the RT wiki, but it looks like there are many ways of configuring RT. In any case, this is what I have done so far: I have created the queue using GUI. Now I need help with the following: 1. Create a URL for this new queue http://facilities.domain.com 2. When some one sends a request to the newly created queue, I would like it to reply and not the existing helpdesk scrips and template. 3. I would like to new queue to reside on the same server, but it will be awesome it can be transparent to the end user. I am thinking this should be possible, but I just cannot get it to work. Your help will extremely appreciated. Thanks, Alberto -------------- next part -------------- An HTML attachment was scrubbed... URL: From mbrown at fensystems.co.uk Thu Feb 24 05:33:23 2011 From: mbrown at fensystems.co.uk (Michael Brown) Date: Thu, 24 Feb 2011 10:33:23 +0000 Subject: [rt-users] Comprehension Question about LDAP and SSO In-Reply-To: <31001291.post@talk.nabble.com> References: <30995959.post@talk.nabble.com> <31001291.post@talk.nabble.com> Message-ID: <201102241033.23237.mbrown@fensystems.co.uk> On Thursday 24 Feb 2011 07:56:13 john s. wrote: > So recap aggain : > > - Apache Server with an kerberos module ( which?) mod_auth_kerb > - configure RT for kerberosmodule for apache > - and an entry in htacess for athentification with the AD > - an browser entry to get access to rt-server ( work ip's adresses also?) Kerberos will attempt a reverse DNS lookup on the IP address to determine which principal name it should use for authenticating the server. (Kerberos provides mutual authentication; it insists on verifying that the server is the correct server as well as providing the users own credentials.) In practice, you either need fully working forward and reverse DNS, or you need a fairly deep understanding of how Kerberos works so you can figure out which bits of DNS you could safely omit. > How is this procedure called?... if i searching in the the net i only found > methods to authentificate via kerberos without the windows logon. > *confusing A Windows Active Directory logon *is* a Kerberos logon, since AD uses Kerberos. By logging on to an Active Directory domain, you already have Kerberos credentials. By configuring your web server and browser as I outlined previously, you can instruct Windows to pass on these credentials to the web server transparently. Everything will (eventually) appear to work magically. :) Michael From gerard at eve-team.com Thu Feb 24 08:44:47 2011 From: gerard at eve-team.com (Gerard FENELON) Date: Thu, 24 Feb 2011 14:44:47 +0100 Subject: [rt-users] Comments get posted twice due to Jumbo interface Message-ID: <4D6660CF.1050601@eve-team.com> Hi one of my user reported the following issue : When I make changes to an RT using "Jumbo", then after I hit save changes the Jumbo page is presented again. This is okay. The problem is that the comment field is not cleared. So if I make some unrelated change and forget to clear the comments myself, they will get reposted. I am able to reproduce it and before diving into the code, I would like to know whether it is a known issue, hopefully with a known solution ? Or is there something wrong in my config (we are using 3.8.8) ? Thanks Gerard -------------- next part -------------- An HTML attachment was scrubbed... URL: From gilbert at dido.ca Thu Feb 24 09:41:01 2011 From: gilbert at dido.ca (Gilbert Rebeiro) Date: Thu, 24 Feb 2011 09:41:01 -0500 Subject: [rt-users] autoreply based on language on user profile In-Reply-To: <20110224030637.GF95513@jibsheet.com> References: <4D65C081.8050007@dido.ca> <20110224030637.GF95513@jibsheet.com> Message-ID: <4D666DFD.40405@dido.ca> Hi Kevin, Can you suggest an example that would be helpful with a link. I have looked over quite a few and am not sure I understand. Thanks in advance for your help. Gilbert. On 23/02/2011 10:06 PM, Kevin Falcone wrote: > On Wed, Feb 23, 2011 at 09:20:49PM -0500, Gilbert Rebeiro wrote: >> Hi, >> >> I would like to know if it is possible (and if so, any help to get >> working) to autoreply to a new ticket based on the language field in >> the user profile. >> >> Default to English template before user profile is set. > Templates can contain perl code and there are examples in the wiki of > loading alternate templates based on user conditions. You'll want to > look into that. > > You should also thing about what happens when you have two requestors > with two different languages. > > -kevin From bjoern.schulz at desy.de Thu Feb 24 09:50:48 2011 From: bjoern.schulz at desy.de (=?ISO-8859-15?Q?Bj=F6rn_Schulz?=) Date: Thu, 24 Feb 2011 15:50:48 +0100 Subject: [rt-users] owner change - old owner Message-ID: <4D667048.4070709@desy.de> Hi guys, I try to send a mail after owner change to the new and the old owner, but I stuck... I try to do it with a template. New owner = {$Ticket->OwnerObj->Name} oldOwner ? Any help is appreciated. Cheers, Bj?rn From Raed.El-Hames at daisygroupplc.com Thu Feb 24 10:08:21 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Thu, 24 Feb 2011 15:08:21 +0000 Subject: [rt-users] owner change - old owner In-Reply-To: <4D667048.4070709@desy.de> References: <4D667048.4070709@desy.de> Message-ID: <892593C9CA8E25458C440A63DDC6774D0C3778@DG-HEXMBX02.daisy.group> > oldOwner ? I think you grab that from the TransactionObj->OldValue, and find the user object and its email address from there. Sorry I cannot remember the exact syntax, I am no where near my RT. Roy > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Bj?rn Schulz > Sent: 24 February 2011 14:51 > To: rt-users at lists.bestpractical.com > Subject: [rt-users] owner change - old owner > > Hi guys, > > I try to send a mail after owner change to the new and the old owner, > but I stuck... > I try to do it with a template. > > New owner = {$Ticket->OwnerObj->Name} > oldOwner ? > > Any help is appreciated. > > Cheers, > Bj?rn From falcone at bestpractical.com Thu Feb 24 10:20:09 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 24 Feb 2011 10:20:09 -0500 Subject: [rt-users] Comments get posted twice due to Jumbo interface In-Reply-To: <4D6660CF.1050601@eve-team.com> References: <4D6660CF.1050601@eve-team.com> Message-ID: <20110224152009.GG95513@jibsheet.com> On Thu, Feb 24, 2011 at 02:44:47PM +0100, Gerard FENELON wrote: > Hi > > one of my user reported the following issue : > > When I make changes to an RT using "Jumbo", > then after I hit save changes the Jumbo page is presented again. > This is okay. > > The problem is that the comment field is not cleared. > So if I make some unrelated change and forget to clear the comments myself, > they will get reposted. > > I am able to reproduce it and before diving into the code, > I would like to know whether it is a known issue, hopefully with a known solution ? > Or is there something wrong in my config (we are using 3.8.8) ? If you can confirm this on 3.8.9, please file a bug in the bugtracker. -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 Feb 24 10:20:36 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 24 Feb 2011 10:20:36 -0500 Subject: [rt-users] scrip OnComment triggered when script is resolved In-Reply-To: <20110224103259.7bc3f7ed@lapcolas> References: <20110222092630.344fb328@lapcolas> <20110222132336.GI12393@jibsheet.com> <20110222133128.GH2819@gunboat-diplomat.oucs.ox.ac.uk> <20110222160519.517f5cae@lapcolas> <20110222163542.GK12393@jibsheet.com> <20110223094357.36b28538@lapcolas> <20110223151629.GC95513@jibsheet.com> <20110223173357.163b5d78@lapcolas> <20110223164143.GE95513@jibsheet.com> <20110224103259.7bc3f7ed@lapcolas> Message-ID: <20110224152036.GH95513@jibsheet.com> > > > Found the guilty : "(" and ")" > > > As soon as I removed them form my signature, it worked. > > > > > > > Ok, great. Would you file a big (mail to rt-bugs at > > bestpractical.com) - make sure you mention that you're running 3.8.7, > > It'd be nice to know if this was fixed between 3.8.7 and 3.8.9 also > > I filled a bug report on debian : > http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=614909 > > I don't have enough spare machine to test on tarball packages... I've asked the debian maintainer to send it upstream when he has a chance. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From bjoern.schulz at desy.de Thu Feb 24 10:32:37 2011 From: bjoern.schulz at desy.de (=?ISO-8859-1?Q?Bj=F6rn_Schulz?=) Date: Thu, 24 Feb 2011 16:32:37 +0100 Subject: [rt-users] owner change - old owner In-Reply-To: <892593C9CA8E25458C440A63DDC6774D0C3778@DG-HEXMBX02.daisy.group> References: <4D667048.4070709@desy.de> <892593C9CA8E25458C440A63DDC6774D0C3778@DG-HEXMBX02.daisy.group> Message-ID: <4D667A15.70105@desy.de> Hi Roy, I'm on 3.8.7 I've tried: Last Owner: {$TransactionObj->OldValue} and get: RT: Template parsing error: Can't call method "OldValue" on an undefined value at template line 15. Stack: [template:15] Last Owner: {$Transaction->OldValue} gives me the ID of the User but I need the RealName and the emailaddress. Cheers, Bj?rn Am 24.02.11 16:08, schrieb Raed El-Hames: >> oldOwner ? > I think you grab that from the TransactionObj->OldValue, and find the user object and its email address from there. > Sorry I cannot remember the exact syntax, I am no where near my RT. > > Roy > >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- >> bounces at lists.bestpractical.com] On Behalf Of Bj?rn Schulz >> Sent: 24 February 2011 14:51 >> To: rt-users at lists.bestpractical.com >> Subject: [rt-users] owner change - old owner >> >> Hi guys, >> >> I try to send a mail after owner change to the new and the old owner, >> but I stuck... >> I try to do it with a template. >> >> New owner = {$Ticket->OwnerObj->Name} >> oldOwner ? >> >> Any help is appreciated. >> >> Cheers, >> Bj?rn From smithj4 at bnl.gov Thu Feb 24 11:03:48 2011 From: smithj4 at bnl.gov (Jason A. Smith) Date: Thu, 24 Feb 2011 11:03:48 -0500 Subject: [rt-users] RT-3.8.9 upgrade problem with Rules. In-Reply-To: <20110223235717.GI2102@bestpractical.com> References: <4D6597C2.6060608@bnl.gov> <20110223232911.GH2102@bestpractical.com> <4D659C2D.30706@bnl.gov> <20110223235717.GI2102@bestpractical.com> Message-ID: <4D668164.5000402@bnl.gov> On 02/23/2011 06:57 PM, Jesse Vincent wrote: > > Can you try 3.8.9 without your small patches? Okay, my fault. It wasn't any of the patches, but one local modification that I forgot to convert to a patch. I am using patches when building my rpm so I can more easily keep our customizations updated with changes to the upstream sources. It is a lot easier for me to do it this this way, than to use the rt local directory, as this most recent problem painfully points out. I found a modified Transaction_Overlay.pm file (based on 3.8.8) in rt's local directory that I forgot to convert to a patch in my rpm, which was causing my problem. The modification was reported a while ago: http://issues.bestpractical.com/Ticket/Display.html?id=14624 which I haven't received any feedback on yet by the way. Any comments about this ticket? The patch makes our html templates work a lot better when we get unwrapped user submitted content. 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 Raed.El-Hames at daisygroupplc.com Thu Feb 24 11:15:10 2011 From: Raed.El-Hames at daisygroupplc.com (Raed El-Hames) Date: Thu, 24 Feb 2011 16:15:10 +0000 Subject: [rt-users] owner change - old owner In-Reply-To: <4D667A15.70105@desy.de> References: <4D667048.4070709@desy.de> <892593C9CA8E25458C440A63DDC6774D0C3778@DG-HEXMBX02.daisy.group> <4D667A15.70105@desy.de> Message-ID: <892593C9CA8E25458C440A63DDC6774D0C3859@DG-HEXMBX02.daisy.group> > Last Owner: {$Transaction->OldValue} gives me the ID of the User but I need the RealName and the emailaddress. Yes that's right and that's what I meant by " find the user object and its email address from there" You can do something like : $user_obj = RT::User->new(RT::SystemUser); $user_obj->Load({$Transaction->OldValue) ; $user_email = $userObj->EmailAddress ; Etc etc Roy > -----Original Message----- > From: Bj?rn Schulz [mailto:bjoern.schulz at desy.de] > Sent: 24 February 2011 15:33 > To: Raed El-Hames > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] owner change - old owner > > Hi Roy, > I'm on 3.8.7 > > I've tried: > Last Owner: {$TransactionObj->OldValue} > > and get: > RT: Template parsing error: Can't call method "OldValue" on an undefined > value at template line 15. Stack: [template:15] > > Last Owner: {$Transaction->OldValue} gives me the ID of the User but I > need the RealName and the emailaddress. > > Cheers, > Bj?rn > > > Am 24.02.11 16:08, schrieb Raed El-Hames: > >> oldOwner ? > > I think you grab that from the TransactionObj->OldValue, and find the > user object and its email address from there. > > Sorry I cannot remember the exact syntax, I am no where near my RT. > > > > Roy > > > >> -----Original Message----- > >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > >> bounces at lists.bestpractical.com] On Behalf Of Bj?rn Schulz > >> Sent: 24 February 2011 14:51 > >> To: rt-users at lists.bestpractical.com > >> Subject: [rt-users] owner change - old owner > >> > >> Hi guys, > >> > >> I try to send a mail after owner change to the new and the old owner, > >> but I stuck... > >> I try to do it with a template. > >> > >> New owner = {$Ticket->OwnerObj->Name} > >> oldOwner ? > >> > >> Any help is appreciated. > >> > >> Cheers, > >> Bj?rn From bjoern.schulz at desy.de Thu Feb 24 11:32:28 2011 From: bjoern.schulz at desy.de (=?ISO-8859-1?Q?Bj=F6rn_Schulz?=) Date: Thu, 24 Feb 2011 17:32:28 +0100 Subject: [rt-users] owner change - old owner In-Reply-To: <892593C9CA8E25458C440A63DDC6774D0C3859@DG-HEXMBX02.daisy.group> References: <4D667048.4070709@desy.de> <892593C9CA8E25458C440A63DDC6774D0C3778@DG-HEXMBX02.daisy.group> <4D667A15.70105@desy.de> <892593C9CA8E25458C440A63DDC6774D0C3859@DG-HEXMBX02.daisy.group> Message-ID: <4D66881C.6040004@desy.de> That works fine thank you! bjoern Am 24.02.11 17:15, schrieb Raed El-Hames: >> Last Owner: {$Transaction->OldValue} gives me the ID of the User but I need the RealName and the emailaddress. > > Yes that's right and that's what I meant by " find the user object and its email address from there" > You can do something like : > > $user_obj = RT::User->new(RT::SystemUser); > $user_obj->Load({$Transaction->OldValue) ; > $user_email = $userObj->EmailAddress ; > > > Etc etc > > Roy > >> -----Original Message----- >> From: Bj?rn Schulz [mailto:bjoern.schulz at desy.de] >> Sent: 24 February 2011 15:33 >> To: Raed El-Hames >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] owner change - old owner >> >> Hi Roy, >> I'm on 3.8.7 >> >> I've tried: >> Last Owner: {$TransactionObj->OldValue} >> >> and get: >> RT: Template parsing error: Can't call method "OldValue" on an undefined >> value at template line 15. Stack: [template:15] >> >> Last Owner: {$Transaction->OldValue} gives me the ID of the User but I >> need the RealName and the emailaddress. >> >> Cheers, >> Bj?rn >> >> >> Am 24.02.11 16:08, schrieb Raed El-Hames: >>>> oldOwner ? >>> I think you grab that from the TransactionObj->OldValue, and find the >> user object and its email address from there. >>> Sorry I cannot remember the exact syntax, I am no where near my RT. >>> >>> Roy >>> >>>> -----Original Message----- >>>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- >>>> bounces at lists.bestpractical.com] On Behalf Of Bj?rn Schulz >>>> Sent: 24 February 2011 14:51 >>>> To: rt-users at lists.bestpractical.com >>>> Subject: [rt-users] owner change - old owner >>>> >>>> Hi guys, >>>> >>>> I try to send a mail after owner change to the new and the old owner, >>>> but I stuck... >>>> I try to do it with a template. >>>> >>>> New owner = {$Ticket->OwnerObj->Name} >>>> oldOwner ? >>>> >>>> Any help is appreciated. >>>> >>>> Cheers, >>>> Bj?rn From darren at dazza.org Thu Feb 24 12:08:47 2011 From: darren at dazza.org (Darren Nickerson) Date: Thu, 24 Feb 2011 12:08:47 -0500 Subject: [rt-users] Testing 4.0.0rc5 - experiences upgrading from 3.6.4 on RHEL6 In-Reply-To: References: <8F442C89-423E-464A-8C72-04990FBD7895@dazza.org> <20110219024513.GE24982@bestpractical.com> <094FB4CE-10A0-496F-BFFE-CE6F277790AD@DAZZA.ORG> <20110222183107.GC2102@bestpractical.com> Message-ID: <99F6418F-34D6-4DE9-90F2-819280C4E015@dazza.org> On Feb 24, 2011, at 4:04 AM, Chia-liang Kao wrote: > Darren, > > I am looking at the hung response issue. for the Location error > you are getting, please update the apache config to use /> ... instead of . Thanks for looking into this! Just to be clear, the documentation in docs/web_deployment.pod suggests the following for mod_perl 2.xx: Order allow,deny Allow from all SetHandler perl-script PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server In face my apache config is pretty much exactly as described in that section. You really want me to change Directory to Location? If I do that, I see: You haven't yet configured your webserver to run RT. You appear to have installed RT's web interface correctly, but haven't yet configured your web server to "run" the RT server which powers the web interface. The next step is to edit your webserver's configuration file to instruct it to use RT's mod_perl or FastCGI handler. If you need commercial support, please contact us at sales at bestpractical.com. And my RT is down. Please clarify your instructions here. > I've only been able to reproduce the hung issue when setting the > apache to have only one worker, and when the response finally > came out, i see the login page's "time to display" being > something normal, like 0.09 secs, so that means the congestion > happened in apache or the modperl glue somehow. Interesting data point, thanks. > In your case, does the page eventually came out rendered at all, > like after 5min? I will try to let it wait longer ... I think I have waited as long as 10 minutes in the past, but it's worth trying and reporting back to you. > and can you see if it makes any difference if you change around line > 222 of RT::Interface::Web::Handler from: > > my $h = RT::Interface::Web::Handler::NewHandler( > 'HTML::Mason::PSGIHandler::Streamy'); > to: > > my $h = RT::Interface::Web::Handler::NewHandler( > 'HTML::Mason::PSGIHandler'); I will try this next time we see a lockup. Oddly, we did not have one at all yesterday (during heavy use) or last night (when RT was mostly idle). Perhaps the new version of Plack that Jesse had me install improved the situation after all? -d -------------- next part -------------- An HTML attachment was scrubbed... URL: From howie at thingy.com Thu Feb 24 12:39:02 2011 From: howie at thingy.com (Howard Jones) Date: Thu, 24 Feb 2011 17:39:02 +0000 Subject: [rt-users] RT::ACE example? (I think!) Message-ID: <4D6697B6.5070904@thingy.com> I'm looking to write a small perl script to provision new queues. I tend to make them all the same way: Create a group for the users who can handle tickets in the queue Create the queue, and make that group a watcher on it We use the exim-mysql config, so the mail gateway is done by magic Add the same set of rights for that group, and a few roles - Everyone can Create, Requestor and Owner can reply. I have got as far as a Queue created, and a Group created. I think I need to create RT::ACE objects to add the appropriate rights. Is that correct? I couldn't find any examples of doing this... how are Everyone, Owner and Requestor done? It seems that the PrincipalID would be id of the group I've just created, right? Thanks in advance for any illumination! Howie From falcone at bestpractical.com Thu Feb 24 13:11:53 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 24 Feb 2011 13:11:53 -0500 Subject: [rt-users] RT-3.8.9 upgrade problem with Rules. In-Reply-To: <4D668164.5000402@bnl.gov> References: <4D6597C2.6060608@bnl.gov> <20110223232911.GH2102@bestpractical.com> <4D659C2D.30706@bnl.gov> <20110223235717.GI2102@bestpractical.com> <4D668164.5000402@bnl.gov> Message-ID: <20110224181153.GI95513@jibsheet.com> > I found a modified Transaction_Overlay.pm file (based on 3.8.8) in > rt's local directory that I forgot to convert to a patch in my rpm, > which was causing my problem. The modification was reported a while > ago: If you're going to put a file in local/lib, please use Transaction_Local.pm to avoid future problems. Using Foo_Overlay.pm is guaranteed to conflict with our changes. -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 Feb 24 13:14:04 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 24 Feb 2011 13:14:04 -0500 Subject: [rt-users] Testing 4.0.0rc5 - experiences upgrading from 3.6.4 on RHEL6 In-Reply-To: <99F6418F-34D6-4DE9-90F2-819280C4E015@dazza.org> References: <8F442C89-423E-464A-8C72-04990FBD7895@dazza.org> <20110219024513.GE24982@bestpractical.com> <094FB4CE-10A0-496F-BFFE-CE6F277790AD@DAZZA.ORG> <20110222183107.GC2102@bestpractical.com> <99F6418F-34D6-4DE9-90F2-819280C4E015@dazza.org> Message-ID: <20110224181404.GJ95513@jibsheet.com> On Thu, Feb 24, 2011 at 12:08:47PM -0500, Darren Nickerson wrote: > On Feb 24, 2011, at 4:04 AM, Chia-liang Kao wrote: > > Darren, > > I am looking at the hung response issue. for the Location error > you are getting, please update the apache config to use /> ... instead of . > > Thanks for looking into this! Just to be clear, the documentation in docs/web_deployment.pod > suggests the following for mod_perl 2.xx: CL has been revamping those docs, his recommendation comes from those updates. You can see his current branch (with tweaked docs) at https://github.com/bestpractical/rt/blob/4.0%2Fapache2-fixes/docs/web_deployment.pod -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From smithj4 at bnl.gov Thu Feb 24 13:38:42 2011 From: smithj4 at bnl.gov (Jason A. Smith) Date: Thu, 24 Feb 2011 13:38:42 -0500 Subject: [rt-users] RT-3.8.9 upgrade problem with Rules. In-Reply-To: <20110224181153.GI95513@jibsheet.com> References: <4D6597C2.6060608@bnl.gov> <20110223232911.GH2102@bestpractical.com> <4D659C2D.30706@bnl.gov> <20110223235717.GI2102@bestpractical.com> <4D668164.5000402@bnl.gov> <20110224181153.GI95513@jibsheet.com> Message-ID: <4D66A5B2.1060706@bnl.gov> On 02/24/2011 01:11 PM, Kevin Falcone wrote: >> I found a modified Transaction_Overlay.pm file (based on 3.8.8) in >> rt's local directory that I forgot to convert to a patch in my rpm, >> which was causing my problem. The modification was reported a while >> ago: > > If you're going to put a file in local/lib, please use > Transaction_Local.pm to avoid future problems. > Using Foo_Overlay.pm is guaranteed to conflict with our changes. I used a local copy of Transaction_Overlay.pm exactly because I was testing out a few line patch to a function in the original file, as stated in my bug report: http://issues.bestpractical.com/Ticket/Display.html?id=14624 My only mistake was forgetting about this local copy after I was done testing the patch and making it more permanent. ~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 ggreene at minervanetworks.com Thu Feb 24 13:41:02 2011 From: ggreene at minervanetworks.com (Gary Greene) Date: Thu, 24 Feb 2011 10:41:02 -0800 Subject: [rt-users] Extension for hiding reply text.... Message-ID: This was discussed recently, however I cannot seem to find the extension for RT 3.8 for this.... Can anyone please point me to the source for this? Thanks. -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Office: (408) 240-1239 From christoph at kluenter.de Thu Feb 24 13:46:24 2011 From: christoph at kluenter.de (christoph) Date: Thu, 24 Feb 2011 19:46:24 +0100 Subject: [rt-users] user is Cc for every Ticket Message-ID: <20110224184624.GA25522@inferno.nadir.org> Hi, this is my first mail to this list. I started using rt some weeks ago. And now I have a strange problem. One user is Cc for every ticket. When replying to a ticket via the Webinterface , it says: On Correspond Notify Ccs: But on the ticket itself, the list of Ccs ist empty. I can't find where this person is set to be CC. He is in no special group and has no different rights than other users Any hints where to look ? Cheers, Christoph -- GPG-Key: http://www.kluenter.de/chris.gpg GPG-Fingerprint: 88DA B106 D973 B2AF 7CCB 725A F76C 803C 758F 71C0 From falcone at bestpractical.com Thu Feb 24 14:52:53 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 24 Feb 2011 14:52:53 -0500 Subject: [rt-users] user is Cc for every Ticket In-Reply-To: <20110224184624.GA25522@inferno.nadir.org> References: <20110224184624.GA25522@inferno.nadir.org> Message-ID: <20110224195253.GK95513@jibsheet.com> On Thu, Feb 24, 2011 at 07:46:24PM +0100, christoph wrote: > Hi, > > this is my first mail to this list. > I started using rt some weeks ago. > And now I have a strange problem. > One user is Cc for every ticket. When replying to a ticket via > the Webinterface , it says: > On Correspond Notify Ccs: > But on the ticket itself, the list of Ccs ist empty. > > I can't find where this person is set to be CC. > He is in no special group and has no different rights than other users He is probably a Queue CC Configuration -> queue -> queue name -> Watchers -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From christoph at kluenter.de Thu Feb 24 15:16:36 2011 From: christoph at kluenter.de (christoph) Date: Thu, 24 Feb 2011 21:16:36 +0100 Subject: [rt-users] [solved already] user is Cc for every Ticket In-Reply-To: <20110224184624.GA25522@inferno.nadir.org> References: <20110224184624.GA25522@inferno.nadir.org> Message-ID: <20110224201636.GA9180@inferno.nadir.org> * Am Do, Feb 24, 2011 at 07:46:24 +0100 , schrieb christoph: > Hi, > > this is my first mail to this list. > I started using rt some weeks ago. > And now I have a strange problem. > One user is Cc for every ticket. When replying to a ticket via > the Webinterface , it says: > On Correspond Notify Ccs: > But on the ticket itself, the list of Ccs ist empty. > > I can't find where this person is set to be CC. > He is in no special group and has no different rights than other users Found the problem. The user entered himself as "watcher" for the queue. Cheers, christoph > > Any hints where to look ? > > Cheers, > Christoph > -- GPG-Key: http://www.kluenter.de/chris.gpg GPG-Fingerprint: 88DA B106 D973 B2AF 7CCB 725A F76C 803C 758F 71C0 From Daniel.Schwager at dtnet.de Thu Feb 24 16:31:28 2011 From: Daniel.Schwager at dtnet.de (Daniel Schwager) Date: Thu, 24 Feb 2011 22:31:28 +0100 Subject: [rt-users] Sample for RTFM::Extension::ArticleTemplates using inside a template ? Message-ID: Hi, we added our company signature (queue based) to 3 (Correspondence, Autoreply and Resolve) templates. Is it possible to move the 3 times duplicated signature code to a RTFM article and include this article in my templates, like { $Transaction->GetRTFMArticle(3) } So, the maintenance will be easier... I installed the RTFM::Extension::ArticleTemplates but cannot find any sample how to use it .. kind regards Danny ** Correspondence-templates: RT-Attach-Message: yes {$Transaction->Content()} ________________________________________________________________ { # Do some checks if the template is used from the webui or triggered # by email. If WebUI, append the signature: " . $Transaction->CreatorObj->RealName . " Tel. " . $Transaction->CreatorObj->WorkPhone . " Company Name, .... "; } Kind regards Danny From Daniel.Schwager at dtnet.de Thu Feb 24 17:01:07 2011 From: Daniel.Schwager at dtnet.de (Daniel Schwager) Date: Thu, 24 Feb 2011 23:01:07 +0100 Subject: [rt-users] MessageBoxIncludeSignature not work ? Message-ID: Hi, If i set MessageBoxIncludeSignature to 0, the signature will still displayed while "reply" (respond action) to a ticket. This is because rt-3.8.8/share/html/Ticket/Update.html is written to ignore the config variable while processing any "Respond" action. ** rt-3.8.8/share/html/Ticket/Update.html ... % my $IncludeSignature = 1; % $IncludeSignature = 0 if $Action ne 'Respond' && !RT->Config->Get('MessageBoxIncludeSignatureOnComment'); <& /Elements/MessageBox, Name=>"UpdateContent", IncludeSignature => $IncludeSignature, %ARGS &> ... Is this a Bug ? I thought MessageBoxIncludeSignature and MessageBoxIncludeSignatureOnComment relates to correspondence/comments updates. Kind regards Danny From falcone at bestpractical.com Thu Feb 24 17:25:04 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 24 Feb 2011 17:25:04 -0500 Subject: [rt-users] Sample for RTFM::Extension::ArticleTemplates using inside a template ? In-Reply-To: References: Message-ID: <20110224222504.GL95513@jibsheet.com> On Thu, Feb 24, 2011 at 10:31:28PM +0100, Daniel Schwager wrote: > Hi, > > we added our company signature (queue based) to > 3 (Correspondence, Autoreply and Resolve) templates. > > Is it possible to move the 3 times duplicated signature code to > a RTFM article and include this article in my templates, like > > { $Transaction->GetRTFMArticle(3) } > > So, the maintenance will be easier... > > I installed the RTFM::Extension::ArticleTemplates but cannot find > any sample how to use it .. From the docs: When this extension is installed RTFM parses content of articles as a template using L module. Using this extension you can make your articles dynamic. L module is used to parse RT's Templates as well and its syntax is pretty simple - you can consult RT docs/wiki or module's documentation. So, it makes RTFM articles use the {} syntax like RT's Templates. You can read more about them in docs/templates.pod It does not let you dynamically load an article from a Template, you could do that without the extension just by writing code in normal RT Templates. -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 Feb 24 17:28:53 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 24 Feb 2011 17:28:53 -0500 Subject: [rt-users] MessageBoxIncludeSignature not work ? In-Reply-To: References: Message-ID: <20110224222853.GM95513@jibsheet.com> On Thu, Feb 24, 2011 at 11:01:07PM +0100, Daniel Schwager wrote: > Hi, > > If i set MessageBoxIncludeSignature to 0, the signature > will still displayed while "reply" (respond action) to a ticket. > > This is because rt-3.8.8/share/html/Ticket/Update.html > is written to ignore the config variable while processing > any "Respond" action. > > ** rt-3.8.8/share/html/Ticket/Update.html > ... > % my $IncludeSignature = 1; > % $IncludeSignature = 0 if $Action ne 'Respond' && > !RT->Config->Get('MessageBoxIncludeSignatureOnComment'); > <& /Elements/MessageBox, Name=>"UpdateContent", IncludeSignature => > $IncludeSignature, %ARGS &> > ... > > > Is this a Bug ? I thought MessageBoxIncludeSignature and > MessageBoxIncludeSignatureOnComment relates to correspondence/comments > updates. Those config options weren't added at the same time, so it's possible the second commit broke MessageBoxIncludeSignature. Feel free to forward to rt-bugs -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From engle at 4j.lane.edu Thu Feb 24 17:48:59 2011 From: engle at 4j.lane.edu (Kurt Engle) Date: Thu, 24 Feb 2011 14:48:59 -0800 (PST) Subject: [rt-users] RTFM - Topics In-Reply-To: <908988807.1461189.1298587722911.JavaMail.root@mail3.4j.lane.edu> Message-ID: <1274315521.1461195.1298587739995.JavaMail.root@mail3.4j.lane.edu> I am running RT 3.8.8 and RTFM 2.4.3rc1. I am looking for a way to assign users the right to create topics within a given class. Is this supported in RTFM? I have assigned users the 'Admin Class' and 'Admin Topics' rights but it doesn't seem to do what I intuitively thought it would do. I am more than willing to read documentation on this, but I have not found any that explains that rights associated with RTFM. Thanks for help, Kurt Engle -------------- next part -------------- An HTML attachment was scrubbed... URL: From Daniel.Schwager at dtnet.de Thu Feb 24 17:56:18 2011 From: Daniel.Schwager at dtnet.de (Daniel Schwager) Date: Thu, 24 Feb 2011 23:56:18 +0100 Subject: [rt-users] Sample for RTFM::Extension::ArticleTemplates using inside a template ? References: <20110224222504.GL95513@jibsheet.com> Message-ID: > It does not let you dynamically load an article from a Template, you > could do that without the extension just by writing code in normal RT > Templates. Sure. But I would not like to repeat myself in 3 templates (3 times the same signature/code in 3 templates) - for one queue. I would like to move / refactor this code out of the templates to one place, a RTFM article. Then, just "source" the text from the signature-article to the template. Something like this: my $rtfm = RT::FM::Article->new($Ticket->CurrentUser); my ($id,$msg) = $rtfm->Load("Signature1"); if (!id) { $RT::Logger->debug("failed .."); } else { "HOWTO print a CF xxx from the loaded article ?"; } kind regards Danny From gilbert at dido.ca Thu Feb 24 18:14:29 2011 From: gilbert at dido.ca (Gilbert Rebeiro) Date: Thu, 24 Feb 2011 18:14:29 -0500 Subject: [rt-users] Hide real name in reply of RT Message-ID: <4D66E655.2090609@dido.ca> Hi, We would like our the users in our support organization to remain anonymous, is there a way to prevent real names to be included in the Reply? It is important to show internally, especially for comments. Thanks, Gilbert. From darren at dazza.org Thu Feb 24 19:04:50 2011 From: darren at dazza.org (Darren Nickerson) Date: Thu, 24 Feb 2011 19:04:50 -0500 Subject: [rt-users] Testing 4.0.0rc5 - experiences upgrading from 3.6.4 on RHEL6 In-Reply-To: <99F6418F-34D6-4DE9-90F2-819280C4E015@dazza.org> References: <8F442C89-423E-464A-8C72-04990FBD7895@dazza.org> <20110219024513.GE24982@bestpractical.com> <094FB4CE-10A0-496F-BFFE-CE6F277790AD@DAZZA.ORG> <20110222183107.GC2102@bestpractical.com> <99F6418F-34D6-4DE9-90F2-819280C4E015@dazza.org> Message-ID: <932E8E86-7DDA-4FB0-91A9-27BAD81C8429@dazza.org> On Feb 24, 2011, at 12:08 PM, Darren Nickerson wrote: > >> In your case, does the page eventually came out rendered at all, >> like after 5min? > > I will try to let it wait longer ... I think I have waited as long as 10 minutes in the past, but it's worth trying and reporting back to you. So, we had two instances of the hang today, and they each followed a similar pattern. In at least one case the problem cleared itself after some time. I do not know how long, it was a background apache thread started by rt-mailgate that eventually cleared, it was not a browser session. Of the http worker threads, each one is blocked in a semop call: [root at rt4 Plack-0.9970]# strace -p 30307 Process 30307 attached - interrupt to quit semop(1802244, {{0, -1, SEM_UNDO}}, 1^C Process 30307 detached [root at rt4 Plack-0.9970]# strace -p 30308 Process 30308 attached - interrupt to quit semop(1802244, {{0, -1, SEM_UNDO}}, 1^C Process 30308 detached [root at rt4 Plack-0.9970]# strace -p 30309 Process 30309 attached - interrupt to quit semop(1802244, {{0, -1, SEM_UNDO}}, 1^C Process 30309 detached except for one which is reading from fd 1: [root at rt4 Plack-0.9970]# strace -p 30310 Process 30310 attached - interrupt to quit read(1, ^C That FD is a network connection to our database server: [root at rt4 Plack-0.9970]# ls -l /proc/30310/fd/1 lrwx------. 1 root root 64 Feb 24 17:44 /proc/30310/fd/1 -> socket:[281592] [root at rt4 Plack-0.9970]# netstat -antep | grep 281592 tcp 0 5 10.0.12.149:49410 10.0.11.100:3306 ESTABLISHED 48 281592 30310/httpd The database server has no record of that tcp connection any longer, and mysqladmin processlist shows all threads sleeping. >> and can you see if it makes any difference if you change around line >> 222 of RT::Interface::Web::Handler from: >> >> my $h = RT::Interface::Web::Handler::NewHandler( >> 'HTML::Mason::PSGIHandler::Streamy'); >> to: >> >> my $h = RT::Interface::Web::Handler::NewHandler( >> 'HTML::Mason::PSGIHandler'); I have not yet tried this. Given the new detailed information above, does it still make sense to do so? -Darren From falcone at bestpractical.com Thu Feb 24 19:10:51 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 24 Feb 2011 19:10:51 -0500 Subject: [rt-users] Sample for RTFM::Extension::ArticleTemplates using inside a template ? In-Reply-To: References: <20110224222504.GL95513@jibsheet.com> Message-ID: <20110225001051.GN95513@jibsheet.com> On Thu, Feb 24, 2011 at 11:56:18PM +0100, Daniel Schwager wrote: > > It does not let you dynamically load an article from a Template, you > > could do that without the extension just by writing code in normal RT > > Templates. > > Sure. But I would not like to repeat myself in 3 templates (3 times the > same > signature/code in 3 templates) - for one queue. > > I would like to move / refactor this code out of the templates to one > place, > a RTFM article. Then, just "source" the text from the signature-article > to > the template. > > Something like this: > > my $rtfm = RT::FM::Article->new($Ticket->CurrentUser); > my ($id,$msg) = $rtfm->Load("Signature1"); > if (!id) { $RT::Logger->debug("failed .."); } else { "HOWTO print a CF > xxx from the loaded article ?"; } Sure, that was my suggestion You don't need RTFM::Extension::ArticleTEmplate in order to load an Article from a normal RT article -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From Daniel.Schwager at dtnet.de Thu Feb 24 19:14:35 2011 From: Daniel.Schwager at dtnet.de (Daniel Schwager) Date: Fri, 25 Feb 2011 01:14:35 +0100 Subject: [rt-users] Sample for RTFM::Extension::ArticleTemplates using inside a template ? References: <20110224222504.GL95513@jibsheet.com> <20110225001051.GN95513@jibsheet.com> Message-ID: > > my $rtfm = RT::FM::Article->new($Ticket->CurrentUser); > > my ($id,$msg) = $rtfm->Load("Signature1"); > > if (!id) { $RT::Logger->debug("failed .."); } else { "HOWTO print a CF > > xxx from the loaded article ?"; } > > Sure, that was my suggestion > You don't need RTFM::Extension::ArticleTEmplate in order to load an > Article from a normal RT article Ups - got it. Sorry for my misunderstanding. How can I access my defined CF inside the RTFM ? Like $rtfm->GetCustomerField("text") ? - Danny From falcone at bestpractical.com Thu Feb 24 20:10:58 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 24 Feb 2011 20:10:58 -0500 Subject: [rt-users] Hide real name in reply of RT In-Reply-To: <4D66E655.2090609@dido.ca> References: <4D66E655.2090609@dido.ca> Message-ID: <20110225011058.GO95513@jibsheet.com> On Thu, Feb 24, 2011 at 06:14:29PM -0500, Gilbert Rebeiro wrote: > We would like our the users in our support organization to remain > anonymous, is there a way to prevent real names to be included in > the Reply? > It is important to show internally, especially for comments. You can change the Correspond template to say something like: From: Some Name and you can write some code to fetch the correct email address and name based on the $Ticket->QueueObj object so it varies per queue. Just don't change the comment templates. In 4.0 this becomes a Queue configuration option -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Thu Feb 24 20:11:30 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 24 Feb 2011 20:11:30 -0500 Subject: [rt-users] Sample for RTFM::Extension::ArticleTemplates using inside a template ? In-Reply-To: References: <20110224222504.GL95513@jibsheet.com> <20110225001051.GN95513@jibsheet.com> Message-ID: <20110225011130.GP95513@jibsheet.com> On Fri, Feb 25, 2011 at 01:14:35AM +0100, Daniel Schwager wrote: > > > my $rtfm = RT::FM::Article->new($Ticket->CurrentUser); > > > my ($id,$msg) = $rtfm->Load("Signature1"); > > > if (!id) { $RT::Logger->debug("failed .."); } else { "HOWTO print a > CF > > > xxx from the loaded article ?"; } > > > > Sure, that was my suggestion > > You don't need RTFM::Extension::ArticleTEmplate in order to load an > > Article from a normal RT article > > Ups - got it. Sorry for my misunderstanding. How can I access my > defined CF inside the RTFM ? Like $rtfm->GetCustomerField("text") ? Something like what you sketched out above, see the docs in Article_Overlay.pm -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From gilbert at dido.ca Thu Feb 24 20:12:25 2011 From: gilbert at dido.ca (Gilbert Rebeiro) Date: Thu, 24 Feb 2011 20:12:25 -0500 Subject: [rt-users] Hide real name in reply of RT In-Reply-To: <20110225011058.GO95513@jibsheet.com> References: <4D66E655.2090609@dido.ca> <20110225011058.GO95513@jibsheet.com> Message-ID: <4D6701F9.4080306@dido.ca> thanks. On 24/02/2011 8:10 PM, Kevin Falcone wrote: > On Thu, Feb 24, 2011 at 06:14:29PM -0500, Gilbert Rebeiro wrote: >> We would like our the users in our support organization to remain >> anonymous, is there a way to prevent real names to be included in >> the Reply? >> It is important to show internally, especially for comments. > You can change the Correspond template to say something like: > > From: Some Name > > and you can write some code to fetch the correct email address and > name based on the $Ticket->QueueObj object so it varies per queue. > Just don't change the comment templates. > > In 4.0 this becomes a Queue configuration option > > -kevin From gsollazz at sgul.ac.uk Fri Feb 25 06:17:02 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Fri, 25 Feb 2011 11:17:02 +0000 Subject: [rt-users] RTx::EmailCompletion adding name/other fields to pop down display Message-ID: <4D678FAE.3020505@sgul.ac.uk> Hi all, we've been using RTx::EmailCompletion for a while very successfully. This is an extension that allows the user to see a pop down display of e-mail addresses upon insertion of a minimum number of characters. The search is made on a number of parameters you can specify (in our case, e-mail and cn from our directory). However, only the e-mail address is displayed, whereas we would like to show something more, let's say part of the cn or other data. Has anyone done something similar? I've found on the cpan page that the customisation can be done in - html/NoAuth/js/emailcompletion.js - lib/RTx/EmailCompletion.pm but it's not totally clear to me how - I'm not too much into JS. Can anyone help? Cheers, || -- ____________________________________ 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 fireskyer at gmx.de Fri Feb 25 08:41:29 2011 From: fireskyer at gmx.de (john s.) Date: Fri, 25 Feb 2011 05:41:29 -0800 (PST) Subject: [rt-users] Comprehension Question about LDAP and SSO In-Reply-To: <201102241033.23237.mbrown@fensystems.co.uk> References: <30995959.post@talk.nabble.com> <201102231604.37670.mbrown@fensystems.co.uk> <31001291.post@talk.nabble.com> <201102241033.23237.mbrown@fensystems.co.uk> Message-ID: <31013131.post@talk.nabble.com> Hm... sounds good and important But what I just don't see. How is the relationship between ldap and kerberos or ntlm? In the Wiki Directory there is is an How to which describes the implemantation from LDAP into RT http://requesttracker.wikia.com/wiki/LdapSiteConfigSettingsForActiveDirectory http://requesttracker.wikia.com/wiki/LdapSiteConfigSettingsForActiveDirectory so if i do this below... should i need keberos or ntlm configs anymore?? sorry i dont get it ----- best regards john -- View this message in context: http://old.nabble.com/Comprehension-Question-about-LDAP-and-SSO-tp30995959p31013131.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From fireskyer at gmx.de Fri Feb 25 08:47:08 2011 From: fireskyer at gmx.de (john s.) Date: Fri, 25 Feb 2011 05:47:08 -0800 (PST) Subject: [rt-users] Comprehension Question about LDAP and SSO In-Reply-To: <31013131.post@talk.nabble.com> References: <30995959.post@talk.nabble.com> <201102231604.37670.mbrown@fensystems.co.uk> <31001291.post@talk.nabble.com> <201102241033.23237.mbrown@fensystems.co.uk> <31013131.post@talk.nabble.com> Message-ID: <31013169.post@talk.nabble.com> john s. wrote: > > > Hm... sounds good and important > > > But what I just don't see. > > How is the relationship between ldap and kerberos or ntlm? > > In the Wiki Directory there is is an How to which describes the > implemantation from LDAP into RT > > > http://requesttracker.wikia.com/wiki/LdapSiteConfigSettingsForActiveDirectory > http://requesttracker.wikia.com/wiki/LdapSiteConfigSettingsForActiveDirectory > > > so if i do this below... > > should i need keberos or ntlm configs anymore?? > > sorry i dont get it > > Edit: > > For my point of view if i use ldap to athentificate via ssl it should be > sufficient enough to get a proper authentifiaction with RT or not. I these > option able to provide negotiation authentification at all.? > > > > > > > ----- best regards john -- View this message in context: http://old.nabble.com/Comprehension-Question-about-LDAP-and-SSO-tp30995959p31013169.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From fireskyer at gmx.de Fri Feb 25 08:50:17 2011 From: fireskyer at gmx.de (john s.) Date: Fri, 25 Feb 2011 05:50:17 -0800 (PST) Subject: [rt-users] Comprehension Question about LDAP and SSO In-Reply-To: <201102241033.23237.mbrown@fensystems.co.uk> References: <30995959.post@talk.nabble.com> <201102231604.37670.mbrown@fensystems.co.uk> <31001291.post@talk.nabble.com> <201102241033.23237.mbrown@fensystems.co.uk> Message-ID: <31013192.post@talk.nabble.com> john s. wrote: Hm... sounds good and important But what I just don't see. How is the relationship between ldap and kerberos or ntlm? In the Wiki Directory there is is an How to which describes the implemantation from LDAP into RT http://requesttracker.wikia.com/wiki/LdapSiteConfigSettingsForActiveDirectory so if i do this below... should i need keberos or ntlm configs anymore?? For my point of view if i use ldap to athentificate via ssl it should be sufficient enough to get a proper authentifiaction with RT or not. If these option able to provide negotiation authentification at all.? sorry i dont get it mcb30 wrote: > > On Thursday 24 Feb 2011 07:56:13 john s. wrote: >> So recap aggain : >> >> - Apache Server with an kerberos module ( which?) > > mod_auth_kerb > >> - configure RT for kerberosmodule for apache >> - and an entry in htacess for athentification with the AD >> - an browser entry to get access to rt-server ( work ip's adresses >> also?) > > Kerberos will attempt a reverse DNS lookup on the IP address to determine > which principal name it should use for authenticating the server. > (Kerberos > provides mutual authentication; it insists on verifying that the server is > the > correct server as well as providing the users own credentials.) In > practice, > you either need fully working forward and reverse DNS, or you need a > fairly > deep understanding of how Kerberos works so you can figure out which bits > of > DNS you could safely omit. > >> How is this procedure called?... if i searching in the the net i only >> found >> methods to authentificate via kerberos without the windows logon. >> *confusing > > A Windows Active Directory logon *is* a Kerberos logon, since AD uses > Kerberos. By logging on to an Active Directory domain, you already have > Kerberos credentials. > > By configuring your web server and browser as I outlined previously, you > can > instruct Windows to pass on these credentials to the web server > transparently. > Everything will (eventually) appear to work magically. :) > > Michael > > ----- best regards john -- View this message in context: http://old.nabble.com/Comprehension-Question-about-LDAP-and-SSO-tp30995959p31013192.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From mbrown at fensystems.co.uk Fri Feb 25 09:08:54 2011 From: mbrown at fensystems.co.uk (Michael Brown) Date: Fri, 25 Feb 2011 14:08:54 +0000 Subject: [rt-users] Comprehension Question about LDAP and SSO In-Reply-To: <31013131.post@talk.nabble.com> References: <30995959.post@talk.nabble.com> <201102241033.23237.mbrown@fensystems.co.uk> <31013131.post@talk.nabble.com> Message-ID: <201102251408.54272.mbrown@fensystems.co.uk> On Friday 25 Feb 2011 13:41:29 john s. wrote: > Hm... sounds good and important > > But what I just don't see. > > How is the relationship between ldap and kerberos or ntlm? > > In the Wiki Directory there is is an How to which describes the > implemantation from LDAP into RT > > http://requesttracker.wikia.com/wiki/LdapSiteConfigSettingsForActiveDirecto > ry > http://requesttracker.wikia.com/wiki/LdapSiteConfigSettingsForActiveDirect > ory > > so if i do this below... > > should i need keberos or ntlm configs anymore?? > > sorry i dont get it As far as authentication goes: LDAP gives you the ability to log in to RT using the same username and password that you would use for logging in to Active Directory. Kerberos gives you the ability to be transparently authenticated to RT without having to re-enter your username and password. Michael From fireskyer at gmx.de Fri Feb 25 09:14:55 2011 From: fireskyer at gmx.de (john s.) Date: Fri, 25 Feb 2011 06:14:55 -0800 (PST) Subject: [rt-users] Comprehension Question about LDAP and SSO In-Reply-To: <201102251408.54272.mbrown@fensystems.co.uk> References: <30995959.post@talk.nabble.com> <201102231604.37670.mbrown@fensystems.co.uk> <31001291.post@talk.nabble.com> <201102241033.23237.mbrown@fensystems.co.uk> <201102251408.54272.mbrown@fensystems.co.uk> Message-ID: <31013357.post@talk.nabble.com> mcb30 wrote: > > On Friday 25 Feb 2011 13:41:29 john s. wrote: >> Hm... sounds good and important >> >> But what I just don't see. >> >> How is the relationship between ldap and kerberos or ntlm? >> >> In the Wiki Directory there is is an How to which describes the >> implemantation from LDAP into RT >> >> http://requesttracker.wikia.com/wiki/LdapSiteConfigSettingsForActiveDirecto >> ry >> >> http://requesttracker.wikia.com/wiki/LdapSiteConfigSettingsForActiveDirect >> ory >> >> so if i do this below... >> >> should i need keberos or ntlm configs anymore?? >> >> sorry i dont get it > > As far as authentication goes: LDAP gives you the ability to log in to RT > using the same username and password that you would use for logging in to > Active Directory. Kerberos gives you the ability to be transparently > authenticated to RT without having to re-enter your username and password. > > Michael > > Okay now i got it :) thnnx michael ----- best regards john -- View this message in context: http://old.nabble.com/Comprehension-Question-about-LDAP-and-SSO-tp30995959p31013357.html Sent from the Request Tracker - User mailing list archive at Nabble.com. From ktm at rice.edu Fri Feb 25 09:19:27 2011 From: ktm at rice.edu (Kenneth Marshall) Date: Fri, 25 Feb 2011 08:19:27 -0600 Subject: [rt-users] RTx::EmailCompletion adding name/other fields to pop down display In-Reply-To: <4D678FAE.3020505@sgul.ac.uk> References: <4D678FAE.3020505@sgul.ac.uk> Message-ID: <20110225141927.GM9375@aart.is.rice.edu> On Fri, Feb 25, 2011 at 11:17:02AM +0000, Giuseppe Sollazzo wrote: > Hi all, > we've been using RTx::EmailCompletion for a while very successfully. This > is an extension that allows the user to see a pop down display of e-mail > addresses upon insertion of a minimum number of characters. > > The search is made on a number of parameters you can specify (in our case, > e-mail and cn from our directory). However, only the e-mail address is > displayed, whereas we would like to show something more, let's say part of > the cn or other data. > > Has anyone done something similar? > > I've found on the cpan page that the customisation can be done in > - html/NoAuth/js/emailcompletion.js > - lib/RTx/EmailCompletion.pm > > but it's not totally clear to me how - I'm not too much into JS. Can anyone > help? > > Cheers, > || > Unfortunately my Javascript skills are non-existent, but I would like this as well. It would be great if it could display a number of fields from the directory service to help you select the correct Email address. For example, we also include phone extension/number as a search key but we often need more information to validate the customer. Regards, Ken From mail at fhinzmann.de Fri Feb 25 09:20:13 2011 From: mail at fhinzmann.de (Florian Hinzmann) Date: Fri, 25 Feb 2011 15:20:13 +0100 Subject: [rt-users] Modelling customer web access: Give rights to group of tickets to one or more users Message-ID: <20110225152013.7b17a498@celebrin.lan.local> Hello! I am using RT to track requests for a couple of customers which might consist of one or more persons/email addresses. I would like to provide a web based view to all tickets of a given customer wich is as independent of CC users as possible. To put it another way: I would like to configure the following properties independently: - The list of users which receive correspondence via email. - The property of a ticket to show up in a customers web interface. Reasoning: Tickets for customer A might have one or more CC users, consisting of one or more employees of customer A as well as external addresses. Some manager of that company should be able to see all open tickets of that company, wether he is (email-)cc of that ticket or isn't. First try: Custom fields: One for tickets to assign them a company identifier and one for users which marks them as a user which should be able to see all tickets marked with his company. But I did not manage to grant any rights based on custom fields. Second try: I created a group for a company which needs this kind of accumulated web access and added that group as a CC to every ticket of that company. Now I'd need to put every person into that group to give that person access to that set of tickets. But now an email gets sent on correspondence to each Cc which includes email addresses of members of that group. But I'd like to have visibility in the web interface for a user and emails sent to that user separate. Any ideas how to accomplish this? Thanks in advance and with best regards Florian Hinzmann -- Florian Hinzmann private: mail at fhinzmann.de Debian: fh at debian.org PGP Key / ID: 1024D/B4071A65 Fingerprint : F9AB 00C1 3E3A 8125 DD3F DF1C DF79 A374 B407 1A65 From christoph at kluenter.de Fri Feb 25 09:20:47 2011 From: christoph at kluenter.de (Christoph Kluenter) Date: Fri, 25 Feb 2011 15:20:47 +0100 Subject: [rt-users] Hide real name in reply of RT In-Reply-To: <20110225011058.GO95513@jibsheet.com> References: <4D66E655.2090609@dido.ca> <20110225011058.GO95513@jibsheet.com> Message-ID: <20110225142047.GA3710@lab.colodeck.de> * Am Thu, Feb 24, 2011 at 08:10:58PM -0500 , schrieb Kevin Falcone: > On Thu, Feb 24, 2011 at 06:14:29PM -0500, Gilbert Rebeiro wrote: > > We would like our the users in our support organization to remain > > anonymous, is there a way to prevent real names to be included in > > the Reply? > > It is important to show internally, especially for comments. > > You can change the Correspond template to say something like: > > From: Some Name > > and you can write some code to fetch the correct email address and > name based on the $Ticket->QueueObj object so it varies per queue. > Just don't change the comment templates. And remember to "Set $UseOriginatorHeader, 0);" because RT sets the RT-Originator in the mail-header by default. Cheers, Christoph > > In 4.0 this becomes a Queue configuration option > > -kevin From falcone at bestpractical.com Fri Feb 25 10:28:13 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 25 Feb 2011 10:28:13 -0500 Subject: [rt-users] RTx::EmailCompletion adding name/other fields to pop down display In-Reply-To: <20110225141927.GM9375@aart.is.rice.edu> References: <4D678FAE.3020505@sgul.ac.uk> <20110225141927.GM9375@aart.is.rice.edu> Message-ID: <20110225152813.GQ95513@jibsheet.com> On Fri, Feb 25, 2011 at 08:19:27AM -0600, Kenneth Marshall wrote: > On Fri, Feb 25, 2011 at 11:17:02AM +0000, Giuseppe Sollazzo wrote: > > Hi all, > > we've been using RTx::EmailCompletion for a while very successfully. This > > is an extension that allows the user to see a pop down display of e-mail > > addresses upon insertion of a minimum number of characters. > > > > The search is made on a number of parameters you can specify (in our case, > > e-mail and cn from our directory). However, only the e-mail address is > > displayed, whereas we would like to show something more, let's say part of > > the cn or other data. > > > > Has anyone done something similar? > > > > I've found on the cpan page that the customisation can be done in > > - html/NoAuth/js/emailcompletion.js > > - lib/RTx/EmailCompletion.pm > > > Unfortunately my Javascript skills are non-existent, but I would > like this as well. It would be great if it could display a number > of fields from the directory service to help you select the correct > Email address. For example, we also include phone extension/number > as a search key but we often need more information to validate the > customer. It shouldn't actually require any JS hacking (or didn't when I last overrode this extension to do it). You have to hack search in the .pm to return extra data about the user and the EmailCompletion mason template to print it out. Be aware that RT considers some data to be sensitive (such as phone numbers) so it'll refuse to show it unless you mark it as accessible. In 4.0, this becomes 'write a custom ShowUser option' which isn't as flexible as I'd like it to be, but is a step forward. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From ruslan.zakirov at gmail.com Fri Feb 25 11:28:10 2011 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 25 Feb 2011 21:28:10 +0500 Subject: [rt-users] Modelling customer web access: Give rights to group of tickets to one or more users In-Reply-To: <20110225152013.7b17a498@celebrin.lan.local> References: <20110225152013.7b17a498@celebrin.lan.local> Message-ID: Hi. The second way is the closest one. You just have to split people with different mailing preferences and rights into three role groups: requestors, ccs and adminccs. If three groups is not enough then you have to wait for "custom role groups" feature to be implemented. No idea when this would happen. Regards, Ruslan. From phone. 25.02.2011 19:20 ???????????? "Florian Hinzmann" ???????: > Hello! > > > I am using RT to track requests for a couple of customers > which might consist of one or more persons/email addresses. > > I would like to provide a web based view to all tickets > of a given customer wich is as independent of CC users > as possible. > To put it another way: I would like to configure the > following properties independently: > - The list of users which receive correspondence via email. > - The property of a ticket to show up in a customers > web interface. > > > Reasoning: > Tickets for customer A might have one or more CC users, > consisting of one or more employees of customer A as well > as external addresses. > > Some manager of that company should be able to see all > open tickets of that company, wether he is (email-)cc > of that ticket or isn't. > > > First try: > Custom fields: One for tickets to assign them a > company identifier and one for users which marks > them as a user which should be able to see all tickets > marked with his company. > > But I did not manage to grant any rights based on > custom fields. > > > Second try: > I created a group for a company which needs this kind > of accumulated web access and added that group as a CC > to every ticket of that company. > Now I'd need to put every person into that group to > give that person access to that set of tickets. > > But now an email gets sent on correspondence to each > Cc which includes email addresses of members of that group. > But I'd like to have visibility in the web interface for > a user and emails sent to that user separate. > > > > Any ideas how to accomplish this? > > > Thanks in advance and > with best regards > > Florian Hinzmann > > > > -- > Florian Hinzmann private: mail at fhinzmann.de > Debian: fh at debian.org > PGP Key / ID: 1024D/B4071A65 > Fingerprint : F9AB 00C1 3E3A 8125 DD3F DF1C DF79 A374 B407 1A65 -------------- next part -------------- An HTML attachment was scrubbed... URL: From gsollazz at sgul.ac.uk Fri Feb 25 11:37:32 2011 From: gsollazz at sgul.ac.uk (Giuseppe Sollazzo) Date: Fri, 25 Feb 2011 16:37:32 +0000 Subject: [rt-users] RTx::EmailCompletion adding name/other fields to pop down display In-Reply-To: <20110225152813.GQ95513@jibsheet.com> References: <4D678FAE.3020505@sgul.ac.uk> <20110225141927.GM9375@aart.is.rice.edu> <20110225152813.GQ95513@jibsheet.com> Message-ID: <4D67DACC.2090507@sgul.ac.uk> On 25/02/11 15:28, Kevin Falcone wrote: > It shouldn't actually require any JS hacking (or didn't when I last > overrode this extension to do it). > Hi Kevin, thanks - I'll give it a look. > You have to hack search in the .pm to return extra data about the user > and the EmailCompletion mason template to print it out. > > Be aware that RT considers some data to be sensitive (such as phone > numbers) so it'll refuse to show it unless you mark it as accessible. Uhm... how do you mean "mark"? > In 4.0, this becomes 'write a custom ShowUser option' which isn't > as flexible as I'd like it to be, but is a step forward. I'll check it out - however we'll stay for 3.8 for a while I guess, but I'll start getting documentation about how to migrate. Thanks, 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 From falcone at bestpractical.com Fri Feb 25 11:45:40 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 25 Feb 2011 11:45:40 -0500 Subject: [rt-users] RTx::EmailCompletion adding name/other fields to pop down display In-Reply-To: <4D67DACC.2090507@sgul.ac.uk> References: <4D678FAE.3020505@sgul.ac.uk> <20110225141927.GM9375@aart.is.rice.edu> <20110225152813.GQ95513@jibsheet.com> <4D67DACC.2090507@sgul.ac.uk> Message-ID: <20110225164540.GR95513@jibsheet.com> On Fri, Feb 25, 2011 at 04:37:32PM +0000, Giuseppe Sollazzo wrote: > On 25/02/11 15:28, Kevin Falcone wrote: > >It shouldn't actually require any JS hacking (or didn't when I last > >overrode this extension to do it). > > > > Hi Kevin, > thanks - I'll give it a look. > > >You have to hack search in the .pm to return extra data about the user > >and the EmailCompletion mason template to print it out. > > > >Be aware that RT considers some data to be sensitive (such as phone > >numbers) so it'll refuse to show it unless you mark it as accessible. > Uhm... how do you mean "mark"? Check the methods in User/User_Overlay named *Accessible to get an idea, there should be docs there and in DBIx::SearchBuilder about what is going on. You'll need a LocalAccessible to declare some fields 'non admin'. > >In 4.0, this becomes 'write a custom ShowUser option' which isn't > >as flexible as I'd like it to be, but is a step forward. > > I'll check it out - however we'll stay for 3.8 for a while I guess, > but I'll start getting documentation about how to migrate. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From falcone at bestpractical.com Fri Feb 25 12:05:12 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 25 Feb 2011 12:05:12 -0500 Subject: [rt-users] RTFM - Topics In-Reply-To: <1274315521.1461195.1298587739995.JavaMail.root@mail3.4j.lane.edu> References: <908988807.1461189.1298587722911.JavaMail.root@mail3.4j.lane.edu> <1274315521.1461195.1298587739995.JavaMail.root@mail3.4j.lane.edu> Message-ID: <20110225170512.GS95513@jibsheet.com> On Thu, Feb 24, 2011 at 02:48:59PM -0800, Kurt Engle wrote: > I am running RT 3.8.8 and RTFM 2.4.3rc1. I am looking for a way to assign users the right to > create topics within a given class. Is this supported in RTFM? I have assigned users the > 'Admin Class' and 'Admin Topics' rights but it doesn't seem to do what I intuitively thought > it would do. Kurt, there isn't quite enough info there for me to go on. Can you give us a replication recipe? Something like Create a group, create a class, give the group these rights (and no others) on that class (or globally?). Knowing what doesn't happen (box doesn't show up, can't change the topics list, etc) instead of "doesn't seem to do what I intuitively thought it would" is much more helpful. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From engle at 4j.lane.edu Fri Feb 25 12:30:35 2011 From: engle at 4j.lane.edu (Kurt Engle) Date: Fri, 25 Feb 2011 09:30:35 -0800 (PST) Subject: [rt-users] RTFM - Topics In-Reply-To: <20110225170512.GS95513@jibsheet.com> Message-ID: <259376536.1477436.1298655035346.JavaMail.root@mail3.4j.lane.edu> Ok, let me see if I can describe what I would like to have happen here with RTFM. I have a group of users ( group is called 'SIS') that I would like to provide privileges for them to admin a RTFM class. ie... I have a class called 'Student Info Services'. I would like to have this group of users be able to create 'Topics' within this class and add articles to the 'Topics' that they have created. Inside RTFM, I have assigned the 'SIS' group all of the rights available. Currently, I as 'superuser', have to create the class, which is not a problem, but I also have to create the 'Topics' within that class, which is a problem. Once I have created the Class and the Topic tree, my 'SIS' group of users can add articles without any restrictions. I hope that helps, please let me know if I need to provide more information. Thanks for you help, Kurt Engle From: "Kevin Falcone" To: rt-users at lists.bestpractical.com Sent: Friday, February 25, 2011 9:05:12 AM Subject: Re: [rt-users] RTFM - Topics On Thu, Feb 24, 2011 at 02:48:59PM -0800, Kurt Engle wrote: > I am running RT 3.8.8 and RTFM 2.4.3rc1. I am looking for a way to assign users the right to > create topics within a given class. Is this supported in RTFM? I have assigned users the > 'Admin Class' and 'Admin Topics' rights but it doesn't seem to do what I intuitively thought > it would do. Kurt, there isn't quite enough info there for me to go on. Can you give us a replication recipe? Something like Create a group, create a class, give the group these rights (and no others) on that class (or globally?). Knowing what doesn't happen (box doesn't show up, can't change the topics list, etc) instead of "doesn't seem to do what I intuitively thought it would" is much more helpful. -kevin -- -kurt -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Feb 25 12:38:58 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 25 Feb 2011 12:38:58 -0500 Subject: [rt-users] RTFM - Topics In-Reply-To: <259376536.1477436.1298655035346.JavaMail.root@mail3.4j.lane.edu> References: <20110225170512.GS95513@jibsheet.com> <259376536.1477436.1298655035346.JavaMail.root@mail3.4j.lane.edu> Message-ID: <20110225173858.GT95513@jibsheet.com> On Fri, Feb 25, 2011 at 09:30:35AM -0800, Kurt Engle wrote: > Ok, let me see if I can describe what I would like to have happen here with RTFM. > > I have a group of users ( group is called 'SIS') that I would like to provide privileges for > them to admin a RTFM class. ie... I have a class called 'Student Info Services'. I would like > to have this group of users be able to create 'Topics' within this class and add articles to > the 'Topics' that they have created. Inside RTFM, I have assigned the 'SIS' group all of the > rights available. > > Currently, I as 'superuser', have to create the class, which is not a problem, but I also have > to create the 'Topics' within that class, which is a problem. Once I have created the Class > and the Topic tree, my 'SIS' group of users can add articles without any restrictions. > > I hope that helps, please let me know if I need to provide more information. I still don't understand what they can't do. Do they not get the Topics link, do they get the Topics link and can't create them? These are very different problems and you're not differentiating. -kevin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From engle at 4j.lane.edu Fri Feb 25 13:11:58 2011 From: engle at 4j.lane.edu (Kurt Engle) Date: Fri, 25 Feb 2011 10:11:58 -0800 (PST) Subject: [rt-users] RTFM - Topics In-Reply-To: <20110225173858.GT95513@jibsheet.com> Message-ID: <885126922.1479986.1298657517999.JavaMail.root@mail3.4j.lane.edu> Sorry, I am sure my lack of an explanation has to do with my lack of understanding of the rights structure within RTFM. When this group of users clicks on the RTFM link on the Left Hand menu, they see the options "Overview", "Articles" and "Topics". When they click on "Topics", they have the ability to 'Browse by Topic', but not the ability to create a new topic. This group of users will be administering RTFM for a given class and they need to be able to organize their articles under their Class which means they need to be able to create a 'Topics' tree under the class without being granted the 'superuser' right. This group does have the rights to extract and add articles to Classes and Topics that have been created by the 'superuser'. They just don't have the rights/ability to create new 'Topics' to place their articles under. Hope that helps, Kurt From: "Kevin Falcone" To: rt-users at lists.bestpractical.com Sent: Friday, February 25, 2011 9:38:58 AM Subject: Re: [rt-users] RTFM - Topics On Fri, Feb 25, 2011 at 09:30:35AM -0800, Kurt Engle wrote: > Ok, let me see if I can describe what I would like to have happen here with RTFM. > > I have a group of users ( group is called 'SIS') that I would like to provide privileges for > them to admin a RTFM class. ie... I have a class called 'Student Info Services'. I would like > to have this group of users be able to create 'Topics' within this class and add articles to > the 'Topics' that they have created. Inside RTFM, I have assigned the 'SIS' group all of the > rights available. > > Currently, I as 'superuser', have to create the class, which is not a problem, but I also have > to create the 'Topics' within that class, which is a problem. Once I have created the Class > and the Topic tree, my 'SIS' group of users can add articles without any restrictions. > > I hope that helps, please let me know if I need to provide more information. I still don't understand what they can't do. Do they not get the Topics link, do they get the Topics link and can't create them? These are very different problems and you're not differentiating. -kevin -- -kurt -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Feb 25 13:39:47 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 25 Feb 2011 13:39:47 -0500 Subject: [rt-users] RTFM - Topics In-Reply-To: <885126922.1479986.1298657517999.JavaMail.root@mail3.4j.lane.edu> References: <20110225173858.GT95513@jibsheet.com> <885126922.1479986.1298657517999.JavaMail.root@mail3.4j.lane.edu> Message-ID: <20110225183947.GU95513@jibsheet.com> On Fri, Feb 25, 2011 at 10:11:58AM -0800, Kurt Engle wrote: > Sorry, I am sure my lack of an explanation has to do with my lack of understanding of the > rights structure within RTFM. > > When this group of users clicks on the RTFM link on the Left Hand menu, they see the options > "Overview", "Articles" and "Topics". When they click on "Topics", they have the ability to > 'Browse by Topic', but not the ability to create a new topic. This group of users will be > administering RTFM for a given class and they need to be able to organize their articles under > their Class which means they need to be able to create a 'Topics' tree under the class without > being granted the 'superuser' right. So, if they're admins, they need to be able to navigate Configuration -> RTFM -> Classes -> pick a class -> Topics > This group does have the rights to extract and add articles to Classes and Topics that have > been created by the 'superuser'. They just don't have the rights/ability to create new > 'Topics' to place their articles under. > > Hope that helps, > > Kurt > > ---------------------------------------------------------------------------------------------- > > From: "Kevin Falcone" > To: rt-users at lists.bestpractical.com > Sent: Friday, February 25, 2011 9:38:58 AM > Subject: Re: [rt-users] RTFM - Topics > > On Fri, Feb 25, 2011 at 09:30:35AM -0800, Kurt Engle wrote: > > Ok, let me see if I can describe what I would like to have happen here with RTFM. > > > > I have a group of users ( group is called 'SIS') that I would like to provide privileges > for > > them to admin a RTFM class. ie... I have a class called 'Student Info Services'. I would > like > > to have this group of users be able to create 'Topics' within this class and add articles > to > > the 'Topics' that they have created. Inside RTFM, I have assigned the 'SIS' group all of > the > > rights available. > > > > Currently, I as 'superuser', have to create the class, which is not a problem, but I also > have > > to create the 'Topics' within that class, which is a problem. Once I have created the > Class > > and the Topic tree, my 'SIS' group of users can add articles without any restrictions. > > > > I hope that helps, please let me know if I need to provide more information. > > I still don't understand what they can't do. Do they not get the > Topics link, do they get the Topics link and can't create them? > These are very different problems and you're not differentiating. > > -kevin > > -- > -kurt -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From ruz at bestpractical.com Fri Feb 25 13:48:29 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 25 Feb 2011 23:48:29 +0500 Subject: [rt-users] RT::ACE example? (I think!) In-Reply-To: <4D6697B6.5070904@thingy.com> References: <4D6697B6.5070904@thingy.com> Message-ID: Hi, Search for GrantRight and also look at "sub *right" in lib/RT/Test.pm. On Thu, Feb 24, 2011 at 10:39 PM, Howard Jones wrote: > I'm looking to write a small perl script to provision new queues. I tend > to make them all the same way: > > Create a group for the users who can handle tickets in the queue > Create the queue, and make that group a watcher on it > We use the exim-mysql config, so the mail gateway is done by magic > Add the same set of rights for that group, and a few roles - Everyone > can Create, Requestor and Owner can reply. > > I have got as far as a Queue created, and a Group created. I think I > need to create RT::ACE objects to add the appropriate rights. Is that > correct? I couldn't find any examples of doing this... how are Everyone, > Owner and Requestor done? It seems that the PrincipalID would be id of > the group I've just created, right? > > Thanks in advance for any illumination! > > Howie > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From engle at 4j.lane.edu Fri Feb 25 14:08:11 2011 From: engle at 4j.lane.edu (Kurt Engle) Date: Fri, 25 Feb 2011 11:08:11 -0800 (PST) Subject: [rt-users] RTFM - Topics In-Reply-To: <20110225183947.GU95513@jibsheet.com> Message-ID: <214931387.1483512.1298660891921.JavaMail.root@mail3.4j.lane.edu> They do not have the 'Configuration' option under RTFM. When this group of users clicks on the RTFM link on the Left Hand menu, they only see the options "Overview", "Articles" and "Topics". I have assigned them the 'Admin Class' and the 'Admin Topics' but they still do not see the 'Configuration' option when they click on RTFM from the main Left Hand side menu items. Thanks, -kurt From: "Kevin Falcone" To: rt-users at lists.bestpractical.com Sent: Friday, February 25, 2011 10:39:47 AM Subject: Re: [rt-users] RTFM - Topics On Fri, Feb 25, 2011 at 10:11:58AM -0800, Kurt Engle wrote: > Sorry, I am sure my lack of an explanation has to do with my lack of understanding of the > rights structure within RTFM. > > When they click on "Topics", they have the ability to > 'Browse by Topic', but not the ability to create a new topic. This group of users will be > administering RTFM for a given class and they need to be able to organize their articles under > their Class which means they need to be able to create a 'Topics' tree under the class without > being granted the 'superuser' right. So, if they're admins, they need to be able to navigate Configuration -> RTFM -> Classes -> pick a class -> Topics > This group does have the rights to extract and add articles to Classes and Topics that have > been created by the 'superuser'. They just don't have the rights/ability to create new > 'Topics' to place their articles under. > > Hope that helps, > > Kurt > > ---------------------------------------------------------------------------------------------- > > From: "Kevin Falcone" > To: rt-users at lists.bestpractical.com > Sent: Friday, February 25, 2011 9:38:58 AM > Subject: Re: [rt-users] RTFM - Topics > > On Fri, Feb 25, 2011 at 09:30:35AM -0800, Kurt Engle wrote: > > Ok, let me see if I can describe what I would like to have happen here with RTFM. > > > > I have a group of users ( group is called 'SIS') that I would like to provide privileges > for > > them to admin a RTFM class. ie... I have a class called 'Student Info Services'. I would > like > > to have this group of users be able to create 'Topics' within this class and add articles > to > > the 'Topics' that they have created. Inside RTFM, I have assigned the 'SIS' group all of > the > > rights available. > > > > Currently, I as 'superuser', have to create the class, which is not a problem, but I also > have > > to create the 'Topics' within that class, which is a problem. Once I have created the > Class > > and the Topic tree, my 'SIS' group of users can add articles without any restrictions. > > > > I hope that helps, please let me know if I need to provide more information. > > I still don't understand what they can't do. Do they not get the > Topics link, do they get the Topics link and can't create them? > These are very different problems and you're not differentiating. > > -kevin > > -- > -kurt -- -kurt -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Fri Feb 25 15:22:35 2011 From: falcone at bestpractical.com (Kevin Falcone) Date: Fri, 25 Feb 2011 15:22:35 -0500 Subject: [rt-users] RTFM - Topics In-Reply-To: <214931387.1483512.1298660891921.JavaMail.root@mail3.4j.lane.edu> References: <20110225183947.GU95513@jibsheet.com> <214931387.1483512.1298660891921.JavaMail.root@mail3.4j.lane.edu> Message-ID: <20110225202235.GV95513@jibsheet.com> On Fri, Feb 25, 2011 at 11:08:11AM -0800, Kurt Engle wrote: > They do not have the 'Configuration' option under RTFM. When this group of users clicks on the > RTFM link on the Left Hand menu, they only see the options > "Overview", "Articles" and "Topics". I have assigned them the 'Admin Class' and the 'Admin > Topics' but they still do not see the 'Configuration' option when they click on RTFM from the > main Left Hand side menu items. Sounds like you meant to give them the ShowConfigTab right so that they can get into the Admin side of the house. Just make sure they don't have other stuff like AdminUsers or AdminQueue unless you meant for them to go in there. -kevin > ---------------------------------------------------------------------------------------------- > > From: "Kevin Falcone" > To: rt-users at lists.bestpractical.com > Sent: Friday, February 25, 2011 10:39:47 AM > Subject: Re: [rt-users] RTFM - Topics > > On Fri, Feb 25, 2011 at 10:11:58AM -0800, Kurt Engle wrote: > > Sorry, I am sure my lack of an explanation has to do with my lack of understanding of the > > rights structure within RTFM. > > > > When they click on "Topics", they have the ability to > > 'Browse by Topic', but not the ability to create a new topic. This group of users will be > > administering RTFM for a given class and they need to be able to organize their articles > under > > their Class which means they need to be able to create a 'Topics' tree under the class > without > > being granted the 'superuser' right. > > So, if they're admins, they need to be able to navigate Configuration > -> RTFM -> Classes -> pick a class -> Topics > > > This group does have the rights to extract and add articles to Classes and Topics that > have > > been created by the 'superuser'. They just don't have the rights/ability to create new > > 'Topics' to place their articles under. > > > > Hope that helps, > > > > Kurt > > > > > ---------------------------------------------------------------------------------------------- > > > > From: "Kevin Falcone" > > To: rt-users at lists.bestpractical.com > > Sent: Friday, February 25, 2011 9:38:58 AM > > Subject: Re: [rt-users] RTFM - Topics > > > > On Fri, Feb 25, 2011 at 09:30:35AM -0800, Kurt Engle wrote: > > > Ok, let me see if I can describe what I would like to have happen here with RTFM. > > > > > > I have a group of users ( group is called 'SIS') that I would like to provide > privileges > > for > > > them to admin a RTFM class. ie... I have a class called 'Student Info Services'. I > would > > like > > > to have this group of users be able to create 'Topics' within this class and add > articles > > to > > > the 'Topics' that they have created. Inside RTFM, I have assigned the 'SIS' group > all of > > the > > > rights available. > > > > > > Currently, I as 'superuser', have to create the class, which is not a problem, but I > also > > have > > > to create the 'Topics' within that class, which is a problem. Once I have created > the > > Class > > > and the Topic tree, my 'SIS' group of users can add articles without any > restrictions. > > > > > > I hope that helps, please let me know if I need to provide more information. > > > > I still don't understand what they can't do. Do they not get the > > Topics link, do they get the Topics link and can't create them? > > These are very different problems and you're not differentiating. > > > > -kevin > > > > -- > > -kurt > > -- > -kurt -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: From engle at 4j.lane.edu Fri Feb 25 16:45:05 2011 From: engle at 4j.lane.edu (Kurt Engle) Date: Fri, 25 Feb 2011 13:45:05 -0800 (PST) Subject: [rt-users] RTFM - Topics In-Reply-To: <20110225202235.GV95513@jibsheet.com> Message-ID: <1827515850.1492712.1298670305286.JavaMail.root@mail3.4j.lane.edu> The magic right attribute.... that is exactly what I wanted. Thanks for pointing this out. I will be careful with the other 'Admin' rights. Thanks, -kurt From: "Kevin Falcone" To: rt-users at lists.bestpractical.com Sent: Friday, February 25, 2011 12:22:35 PM Subject: Re: [rt-users] RTFM - Topics On Fri, Feb 25, 2011 at 11:08:11AM -0800, Kurt Engle wrote: > They do not have the 'Configuration' option under RTFM. When this group of users clicks on the > RTFM link on the Left Hand menu, they only see the options > "Overview", "Articles" and "Topics". I have assigned them the 'Admin Class' and the 'Admin > Topics' but they still do not see the 'Configuration' option when they click on RTFM from the > main Left Hand side menu items. Sounds like you meant to give them the ShowConfigTab right so that they can get into the Admin side of the house. Just make sure they don't have other stuff like AdminUsers or AdminQueue unless you meant for them to go in there. -kevin > ---------------------------------------------------------------------------------------------- > > From: "Kevin Falcone" > To: rt-users at lists.bestpractical.com > Sent: Friday, February 25, 2011 10:39:47 AM > Subject: Re: [rt-users] RTFM - Topics > > On Fri, Feb 25, 2011 at 10:11:58AM -0800, Kurt Engle wrote: > > Sorry, I am sure my lack of an explanation has to do with my lack of understanding of the > > rights structure within RTFM. > > > > When they click on "Topics", they have the ability to > > 'Browse by Topic', but not the ability to create a new topic. This group of users will be > > administering RTFM for a given class and they need to be able to organize their articles > under > > their Class which means they need to be able to create a 'Topics' tree under the class > without > > being granted the 'superuser' right. > > So, if they're admins, they need to be able to navigate Configuration > -> RTFM -> Classes -> pick a class -> Topics > > > This group does have the rights to extract and add articles to Classes and Topics that > have > > been created by the 'superuser'. They just don't have the rights/ability to create new > > 'Topics' to place their articles under. > > > > Hope that helps, > > > > Kurt > > > > > ---------------------------------------------------------------------------------------------- > > > > From: "Kevin Falcone" > > To: rt-users at lists.bestpractical.com > > Sent: Friday, February 25, 2011 9:38:58 AM > > Subject: Re: [rt-users] RTFM - Topics > > > > On Fri, Feb 25, 2011 at 09:30:35AM -0800, Kurt Engle wrote: > > > Ok, let me see if I can describe what I would like to have happen here with RTFM. > > > > > > I have a group of users ( group is called 'SIS') that I would like to provide > privileges > > for > > > them to admin a RTFM class. ie... I have a class called 'Student Info Services'. I > would > > like > > > to have this group of users be able to create 'Topics' within this class and add > articles > > to > > > the 'Topics' that they have created. Inside RTFM, I have assigned the 'SIS' group > all of > > the > > > rights available. > > > > > > Currently, I as 'superuser', have to create the class, which is not a problem, but I > also > > have > > > to create the 'Topics' within that class, which is a problem. Once I have created > the > > Class > > > and the Topic tree, my 'SIS' group of users can add articles without any > restrictions. > > > > > > I hope that helps, please let me know if I need to provide more information. > > > > I still don't understand what they can't do. Do they not get the > > Topics link, do they get the Topics link and can't create them? > > These are very different problems and you're not differentiating. > > > > -kevin > > > > -- > > -kurt > > -- > -kurt -- -kurt -------------- next part -------------- An HTML attachment was scrubbed... URL: From gilbert at dido.ca Fri Feb 25 18:07:57 2011 From: gilbert at dido.ca (Gilbert Rebeiro) Date: Fri, 25 Feb 2011 18:07:57 -0500 Subject: [rt-users] assigning permissions to queues In-Reply-To: References: <20110224222504.GL95513@jibsheet.com> Message-ID: <4D68364D.8080607@dido.ca> Hi, Is there an easier way to assign permissions to multiple queues. We have over 10 queues.... This is tedious. Thanks, Gilbert. From ruslan.zakirov at gmail.com Sat Feb 26 12:27:09 2011 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sat, 26 Feb 2011 22:27:09 +0500 Subject: [rt-users] assigning permissions to queues In-Reply-To: <4D68364D.8080607@dido.ca> References: <20110224222504.GL95513@jibsheet.com> <4D68364D.8080607@dido.ca> Message-ID: Rights matrix extension may be. Regards, Ruslan. From phone. 26.02.2011 4:08 ???????????? "Gilbert Rebeiro" ???????: > Hi, > > Is there an easier way to assign permissions to multiple queues. > We have over 10 queues.... > This is tedious. > > Thanks, > Gilbert. -------------- next part -------------- An HTML attachment was scrubbed... URL: From gilbert at dido.ca Sat Feb 26 12:40:33 2011 From: gilbert at dido.ca (Gilbert Rebeiro) Date: Sat, 26 Feb 2011 12:40:33 -0500 Subject: [rt-users] assigning permissions to queues In-Reply-To: References: <20110224222504.GL95513@jibsheet.com> <4D68364D.8080607@dido.ca> Message-ID: <4D693B11.1080607@dido.ca> It works well. It could benefit from "ALL" buttons on both queues and rights ie select all queues for a certain permission, or all permissions for a certain queue. But it really helps. The CPAN module complains about requiring 3.4. My vote for this type of functionality to be part or RT. On 26/02/2011 12:27 PM, Ruslan Zakirov wrote: > > Rights matrix extension may be. > > Regards, Ruslan. From phone. > > 26.02.2011 4:08 ???????????? "Gilbert Rebeiro" > ???????: > > Hi, > > > > Is there an easier way to assign permissions to multiple queues. > > We have over 10 queues.... > > This is tedious. > > > > Thanks, > > Gilbert. -------------- next part -------------- An HTML attachment was scrubbed... URL: From tjrc at sanger.ac.uk Sun Feb 27 16:37:43 2011 From: tjrc at sanger.ac.uk (Tim Cutts) Date: Sun, 27 Feb 2011 21:37:43 +0000 Subject: [rt-users] assigning permissions to queues In-Reply-To: References: Message-ID: <902F96C8-9E6A-486B-A170-114C3E44E52D@sanger.ac.uk> On 27 Feb 2011, at 17:00, rt-users-request at lists.bestpractical.com wrote: > From: Ruslan Zakirov > Rights matrix extension may be. > Regards, Ruslan. From phone. > > From: Gilbert Rebeiro > It works well. > It could benefit from "ALL" buttons on both queues and rights ie select all queues for a certain permission, or all permissions for a certain queue. I use rights matrix as well, although even that is quite cumbersome on our setup (we have 156 queues, 167 user defined groups and probably about 500 privileged users). I'm actually starting to write perl scripts for creating queues and groups and the rights to go with them, because it's easy to get it wrong, and with as many queues and groups as we have, consistency is important. It's fairly easy to write such scripts, stealing bits of code from RT itself when I couldn't work out how to do it for myself! I'm also planning to create a script which sanity-checks queue configurations according to our internal policy, which basically goes something like this: 1) Every queue has a group with the same name as the queue. 2) That group is assigned to the AdminCC role for the queue. 3) Rights are never granted to individual users. 4) Users are given rights to queues by placing them in the appropriate groups. I don't tend to give anyone the right to modify scrips and templates, because as far as I can tell those scrips and bits of embedded code in templates basically run with the privilege level of $RT::SystemUser, and so can be used to access pretty much any data in the database, which is not something we generally want. Regards, 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 John.Alberts at exlibrisgroup.com Sun Feb 27 16:33:25 2011 From: John.Alberts at exlibrisgroup.com (John Alberts) Date: Sun, 27 Feb 2011 15:33:25 -0600 Subject: [rt-users] How to create RT at a glance widget Message-ID: <4CB3E05044AE6D47989FF271DEF16ADA08EDB07B@us-ex02.Corp.Exlibrisgroup.com> I'm not sure what these are actually called. I'm referring to the components that you can put on your RT at a glance page, such as saved searches, calendars. I would like to have a widget that shows the current number of owned tickets for users in a particular group, and the total number of open tickets. Is there any documentation or reference for me to follow for creating something like that? Thanks ---------- John Alberts Cloud Optimization Engineer Ex Libris (USA) Inc. 1350 E. Touhy Ave. Suite 200 East Des Plaines, IL 60018 Follow Ex Libris on Twitter: @exlibrisgroup -------------- next part -------------- An HTML attachment was scrubbed... URL: From darren at dazza.org Mon Feb 28 11:08:20 2011 From: darren at dazza.org (Darren Nickerson) Date: Mon, 28 Feb 2011 11:08:20 -0500 Subject: [rt-users] Testing 4.0.0rc5 - experiences upgrading from 3.6.4 on RHEL6 In-Reply-To: <932E8E86-7DDA-4FB0-91A9-27BAD81C8429@dazza.org> References: <8F442C89-423E-464A-8C72-04990FBD7895@dazza.org> <20110219024513.GE24982@bestpractical.com> <094FB4CE-10A0-496F-BFFE-CE6F277790AD@DAZZA.ORG> <20110222183107.GC2102@bestpractical.com> <99F6418F-34D6-4DE9-90F2-819280C4E015@dazza.org> <932E8E86-7DDA-4FB0-91A9-27BAD81C8429@dazza.org> Message-ID: <5118C048-1D75-48B0-BF99-2DFF3FC1D86F@dazza.org> On Feb 24, 2011, at 7:04 PM, Darren Nickerson wrote: > > That FD is a network connection to our database server: > > [root at rt4 Plack-0.9970]# ls -l /proc/30310/fd/1 > lrwx------. 1 root root 64 Feb 24 17:44 /proc/30310/fd/1 -> socket:[281592] > [root at rt4 Plack-0.9970]# netstat -antep | grep 281592 > tcp 0 5 10.0.12.149:49410 10.0.11.100:3306 ESTABLISHED 48 281592 30310/httpd > > The database server has no record of that tcp connection any longer, and mysqladmin processlist shows all threads sleeping. *bump* any thoughts on this? Should I be looking outiside of RT for a fix for this? Is this more likely to be a kernel/networking problem in RHEL6 or with mod_perl or the MySQL DBD/DBI stuff? Looks like RT is using persistent database connections, but that when the lockup occurs it's usually because apache is waiting to get data back from a MySQL socket that no longer exists on the database server ... -d -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Mon Feb 28 11:16:35 2011 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 28 Feb 2011 21:16:35 +0500 Subject: [rt-users] How to create RT at a glance widget In-Reply-To: <4CB3E05044AE6D47989FF271DEF16ADA08EDB07B@us-ex02.Corp.Exlibrisgroup.com> References: <4CB3E05044AE6D47989FF271DEF16ADA08EDB07B@us-ex02.Corp.Exlibrisgroup.com> Message-ID: Have you seen SummaryByUser extension? On Mon, Feb 28, 2011 at 2:33 AM, John Alberts < John.Alberts at exlibrisgroup.com> wrote: > I?m not sure what these are actually called. I?m referring to the > components that you can put on your RT at a glance page, such as saved > searches, calendars. > > I would like to have a widget that shows the current number of owned > tickets for users in a particular group, and the total number of open > tickets. > > Is there any documentation or reference for me to follow for creating > something like that? > > > > Thanks > > > > ---------- > > John Alberts > > Cloud Optimization Engineer > > Ex Libris (USA) Inc. > 1350 E. Touhy Ave. Suite 200 East > Des Plaines, IL 60018 > > > > *Follow Ex Libris on Twitter: @exlibrisgroup > * > > > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From John.Alberts at exlibrisgroup.com Mon Feb 28 11:20:45 2011 From: John.Alberts at exlibrisgroup.com (John Alberts) Date: Mon, 28 Feb 2011 10:20:45 -0600 Subject: [rt-users] How to create RT at a glance widget In-Reply-To: References: <4CB3E05044AE6D47989FF271DEF16ADA08EDB07B@us-ex02.Corp.Exlibrisgroup.com> Message-ID: <4CB3E05044AE6D47989FF271DEF16ADA08EDB23A@us-ex02.Corp.Exlibrisgroup.com> Excellent. I think that is just what I was looking for. Thank you. ---------- John Alberts Cloud Optimization Engineer Ex Libris (USA) Inc. 1350 E. Touhy Ave. Suite 200 East Des Plaines, IL 60018 Cell: 1-508-878-2197 Follow Ex Libris on Twitter: @exlibrisgroup From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov Sent: Monday, February 28, 2011 10:17 AM To: John Alberts Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] How to create RT at a glance widget Have you seen SummaryByUser extension? On Mon, Feb 28, 2011 at 2:33 AM, John Alberts wrote: I?m not sure what these are actually called. I?m referring to the components that you can put on your RT at a glance page, such as saved searches, calendars. I would like to have a widget that shows the current number of owned tickets for users in a particular group, and the total number of open tickets. Is there any documentation or reference for me to follow for creating something like that? Thanks ---------- John Alberts Cloud Optimization Engineer Ex Libris (USA) Inc. 1350 E. Touhy Ave. Suite 200 East Des Plaines, IL 60018 Follow Ex Libris on Twitter: @exlibrisgroup -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From howie at thingy.com Mon Feb 28 10:06:42 2011 From: howie at thingy.com (Howard Jones) Date: Mon, 28 Feb 2011 15:06:42 +0000 Subject: [rt-users] RT::ACE example? (I think!) In-Reply-To: <4D6697B6.5070904@thingy.com> References: <4D6697B6.5070904@thingy.com> Message-ID: <4D6BBA02.9030300@thingy.com> On 24/02/2011 17:39, Howard Jones wrote: > I'm looking to write a small perl script to provision new queues. I tend > to make them all the same way: > > Create a group for the users who can handle tickets in the queue > Create the queue, and make that group a watcher on it > We use the exim-mysql config, so the mail gateway is done by magic > Add the same set of rights for that group, and a few roles - Everyone > can Create, Requestor and Owner can reply. > > I have got as far as a Queue created, and a Group created. I think I > need to create RT::ACE objects to add the appropriate rights. Is that > correct? I couldn't find any examples of doing this... how are Everyone, > Owner and Requestor done? It seems that the PrincipalID would be id of > the group I've just created, right? > Thanks to Ruslan for pointing me in the right direction, here's what I ended up with in case it's useful to someone else. You'll need to tweak the perl and RT paths near the top, most likely. This script will create a queue, create a new group, and give that group (and some roles) a set of rights. The rights are in an easily editable form near the top of the script. Just add appropriate users to the new group to finish (assuming you have something in place to automate the mailgate side of things). If the queue or group already exists, it will use those, so you can also use it to 'open' an existing queue I guess. e.g: ./create_queue.pl internalsupport internal at example.com InternalSupport -- snip -- #!/opt/perl/bin/perl $queuename = $ARGV[0]; $email = $ARGV[1]; $groupname = $ARGV[2]; if ( $queuename eq "" || $email eq "" || $groupname eq "" ) { print "Usage: $0 queuename mailaddress groupname\n Creates a queue, a new group, and assigns standard permissions for the queue.\n"; exit(); } use lib qw(/opt/rt3/local/lib /opt/rt3/lib); use RT; use Date::Parse; use Data::Dumper; use RT::Interface::CLI qw(CleanEnv GetCurrentUser GetMessageContent loc); use RT::Tickets; use RT::Template; # # QUEUEGROUP is a placeholder for the group name specified on the command-line # %Permissions = ( 'Everyone' => ['CreateTicket'], 'Requestor' => [ 'OwnTicket', 'ReplyToTicket', 'ShowTicket' ], 'Owner' => [ 'ReplyToTicket', 'ShowTicket' ], 'QUEUEGROUP' => [ 'CommentOnTicket', 'CreateTicket', 'ForwardMessage', 'ModifyTicket', 'OwnTicket', 'ReplyToTicket', 'SeeCustomField', 'SeeQueue', 'ShowOutgoingEmail', 'ShowTicket', 'ShowTicketComments', 'TakeTicket' ], ); #Clean out all the nasties from the environment CleanEnv(); # Load the config file RT::LoadConfig(); #Connect to the database and get RT::SystemUser and RT::Nobody loaded RT::Init(); print "\n\n\n"; my $CurrentUser = RT::SystemUser; unless ( $CurrentUser->Id ) { print loc("No RT user found. Please consult your RT administrator.\n"); exit(1); } my $group = RT::Group->new($RT::SystemUser); $res = $group->LoadUserDefinedGroup($groupname); if ( $res eq "Found Object" ) { print "Group $groupname already exists.\n"; } else { print "Creating group $groupname\n"; $groupid = $group->CreateUserDefinedGroup( Name => $groupname, Description => "Users for $queuename queue", ); } my $queue = RT::Queue->new($RT::SystemUser); $res = $queue->Load($queuename); if ( $res eq "" ) { print "Creating queue $queuename\n"; my ($queueid) = $queue->Create( Name => $queuename, Description => "Auto-created Queue", CorrespondAddress => $email, CommentAddress => $email, ); } else { print "Loaded existing queue $queuename\n"; } print "Seeding permissions for queue $queuename\n"; foreach $role ( keys %Permissions ) { print "------------------------\n"; $realrole = $role; if ( $role eq "QUEUEGROUP" ) { $realrole = $group; } foreach $right ( @{ $Permissions{$role} } ) { print "Granting $right to $role\n"; add_right( $queue, $realrole, $right ); } } sub add_right { my ( $queueobject, $principal, $right ) = @_; unless ( ref $principal ) { if ( $principal eq "Everyone" || $principal eq "Privileged" || $principal eq "Unprivileged" ) { $p = $principal; $principal = RT::Group->new($RT::SystemUser); $principal->LoadSystemInternalGroup($p); } elsif ($principal eq "Owner" || $principal eq "Requestor" || $principal eq "AdminCc" || $principal eq "Cc" ) { $p = $principal; $principal = RT::Group->new($RT::SystemUser); $principal->LoadQueueRoleGroup( Queue => ( $queueobject->id ), Type => $p ); } else { die("Principal is not an object or a system group\n"); } } unless ( $principal->isa('RT::Principal') ) { if ( $principal->can('PrincipalObj') ) { $principal = $principal->PrincipalObj; } } my ( $status, $msg ) = $principal->GrantRight( Object => $queueobject, Right => $right ); $RT::Logger->debug($msg); } From vance_walsh at concordacademy.org Mon Feb 28 14:36:20 2011 From: vance_walsh at concordacademy.org (Vance Walsh) Date: Mon, 28 Feb 2011 14:36:20 -0500 Subject: [rt-users] Keep reply subject as Site Name In-Reply-To: <4D6BBA02.9030300@thingy.com> References: <4D6697B6.5070904@thingy.com> <,> <4D6BBA02.9030300@thingy.com> Message-ID: So our $rtname is CA When a ticket sits in our General Queue which we renames to Unassigned any replies sent on those tickets use $Ticket which is CA # (ticket number) When we move the ticket to our Desktop Queue and reply the subject changes to Desktop # (ticket number) Is there a way to have RT maintain the CA rather than changing to the quese name. Is there something I can use like $TicketID vs Ticket to get it just to use the tucket number and I can put CA in manually in the templates? --- Vance Walsh Network and Systems Administrator Concord Academy - Concord, Mass. -------------- next part -------------- An HTML attachment was scrubbed... URL: From trs at bestpractical.com Mon Feb 28 16:25:17 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 28 Feb 2011 16:25:17 -0500 Subject: [rt-users] Keep reply subject as Site Name In-Reply-To: References: <4D6697B6.5070904@thingy.com> <, > <4D6BBA02.9030300@thingy.com> Message-ID: <4D6C12BD.1040600@bestpractical.com> On 28 Feb 2011 14:36, Vance Walsh wrote: > So our $rtname is CA > > When a ticket sits in our General Queue which we renames to Unassigned > any replies sent on those tickets use $Ticket which is CA # (ticket number) > > When we move the ticket to our Desktop Queue and reply the subject > changes to Desktop # (ticket number) You don't say what RT version you're running, but that sounds like you have a queue subject tag set for your Desktop queue. Check on the Queue configuration page. Thomas > Is there a way to have RT maintain the CA rather than changing to the > quese name. > > Is there something I can use like $TicketID vs Ticket to get it just to > use the tucket number and I can put CA in manually in the templates? From trs at bestpractical.com Mon Feb 28 16:34:31 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 28 Feb 2011 16:34:31 -0500 Subject: [rt-users] Printing tickets In-Reply-To: <0e80c9615b093ec90911c30e3ec87be3.squirrel@webmail.thecomputerclinic.ca> References: <0e80c9615b093ec90911c30e3ec87be3.squirrel@webmail.thecomputerclinic.ca> Message-ID: <4D6C14E7.90008@bestpractical.com> On 22 Feb 2011 20:30, brad at thecomputerclinic.ca wrote: > 1. print a ticket stub to give to my customers when they drop their > computer off at our shop, print slip to go with printer and I also would > like to print stickers from a tag printer or similar to stick onto the > computer and parts It'd be pretty easy to write your own custom ticket stub page that printed well, stick it in local/html/Ticket/, and link to it from the normal ticket page. Then you could create a ticket, click the link, and print. Printing stickers probably depends a lot on what format the sticker printer can handle. > 2. retrieve and save customer information to my postgresql database > (ledgersmb) so that I don't have to maintain two lists of customers How are your customers represented in RT? Do they ever login? If you just want to be able to see your external customer information on a ticket page, you could probably use a custom field set to a distinct customer ID that inlines a URL based on the ID. Then you just need to write up a simple page that spits out the customer information from your database (or link to an existing one that ledgersmb has). Thomas From sartak at bestpractical.com Mon Feb 28 16:36:15 2011 From: sartak at bestpractical.com (Shawn M Moore) Date: Mon, 28 Feb 2011 16:36:15 -0500 Subject: [rt-users] How to create RT at a glance widget In-Reply-To: <4CB3E05044AE6D47989FF271DEF16ADA08EDB07B@us-ex02.Corp.Exlibrisgroup.com> References: <4CB3E05044AE6D47989FF271DEF16ADA08EDB07B@us-ex02.Corp.Exlibrisgroup.com> Message-ID: <4D6C154F.8090005@bestpractical.com> (11/02/27 16:33), John Alberts wrote: > I?m not sure what these are actually called. I?m referring to the > components that you can put on your RT at a glance page, such as saved > searches, calendars. I saw that Ruslan already addressed your need but to answer this question: these widgets are called portlets and the wiki has some documentation for them. http://requesttracker.wikia.com/wiki/WritingPortlets Shawn From Anthony.Sadler at yrbrands.com Mon Feb 28 17:01:19 2011 From: Anthony.Sadler at yrbrands.com (Sadler, Anthony) Date: Tue, 1 Mar 2011 09:01:19 +1100 Subject: [rt-users] Checking group membership and change queue Message-ID: <33C091680BC6DA44ABE96A62412DB01CD17D0E@SYD35EX01.ap.corp.yr.com> Hi all: (First post. Yay!) I've tried mucking around with examples to try and get this to work (even things specifically designed for this) and can't get it to work for the life of me. We have RT setup with LDAP imports. Each LDAP import ties to a specific OU and files people in a specific group. So all the users in OU 1 get put in an RT group called "1". When said users email RT, I want the email to go into a single queue and be picked up by a scrip. This scrip looks at the requestor's email address and files it in one of several queues based on their group membership. So when people from OU 1 email, it gets placed in OU 1's queue and the admins responsible for OU1 go and sort it out. Basically what I want is a queue for each OU in Active Directory. I don't want to do this using multiple email addresses because users will simply not obey and emails will go left right and centre. Can someone explain roughly how to do this, or point me to any examples that show how to do this? The ones on the forums I've tried and have failed, but how much of it is because I have no idea what I'm doing with scrips.... Thanks Anthony -------------- next part -------------- An HTML attachment was scrubbed... URL: From theitsmith at gmail.com Mon Feb 28 18:59:10 2011 From: theitsmith at gmail.com (Thomas Smith) Date: Mon, 28 Feb 2011 16:59:10 -0700 Subject: [rt-users] VERY long query strings in Search, Bulk Update and other menus under Tickets Message-ID: I just upgraded from RT 3.6.6 to 3.8.8 (yesterday, in fact). Everything is working fine except that when I click on a few menu options under Tickets I get a mod_security error: [Mon Feb 28 16:50:46 2011] [error] [client 10.*.*.*] ModSecurity: Rule execution error - PCRE limits exceeded (-8): (null). [hostname "sub.domain.tld"] [uri "/Search/Edit.html"] [unique_id "WURk2H8AAAEAAAwm0zMAAAAK"] This is the full query string that is sent when I click on these options: https://sub.domain.tld/Search/Edit.html?Format=%27%20%20%20%3Cb%3E%3Ca%20href%3D%22__WebPath__%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0A%27%3Cb%3E%3Ca%20href%3D%22__WebPath__%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0A%27__Status__%27%2C%0A%27__QueueName__%27%2C%0A%27__OwnerName__%27%2C%0A%27__Priority__%27%2C%0A%27__NEWLINE__%27%2C%0A%27%27%2C%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%0A%27%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E%27%2C%0A%27%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E%27%2C%0A%27%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E%27%2C%0A%27%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E%27&Order=ASC&OrderBy=id&Query=&RowsPerPage=50&SavedChartSearchId= This happens with Edit Search, Advanced, Show Results, Bulk Update and Graph. (The query string is a little different depending on which option is clicked, but the length of the string is consistent.) The browser simply returns a "403 Forbidden" because mod_security blocks access to that URL. Is this query string of a normal length for these options? From trs at bestpractical.com Mon Feb 28 19:04:16 2011 From: trs at bestpractical.com (Thomas Sibley) Date: Mon, 28 Feb 2011 19:04:16 -0500 Subject: [rt-users] VERY long query strings in Search, Bulk Update and other menus under Tickets In-Reply-To: References: Message-ID: <4D6C3800.9020303@bestpractical.com> On 28 Feb 2011 18:59, Thomas Smith wrote: > I just upgraded from RT 3.6.6 to 3.8.8 (yesterday, in fact). > Everything is working fine except that when I click on a few menu > options under Tickets I get a mod_security error: > [snip] > Is this query string of a normal length for these options? Yes, that's pretty standard when you're clicking around the ticket search interface. Thomas